Table of Contents
Introduction
Sales in the A2Z Service business is a combined effort between head office and the franchise partner. The table below shows each areas roles and responsibilities for booking and quoting jobs.
Respond Quickly
If the franchise partner becomes the responsible person for contacting the client (option 3 above) and making the quote or booking then this must be done within 12 hours of receiving the information.
Speed should be of the essence. If a new customer contacts you, make sure you return their call or reply to their email ASAP, even if it’s just to touch base and agree upon a scheduled time to discuss things further. This shows that you care about the person’s interest in your business and value the idea of doing work for them.
Pricing Policy
A2 Z Services has a mixture of standardised priced services as well as customised pricing. These will be reviewed as part of the franchise induction training.
If a franchise partner is asked to provide a customised quote it’s based on:
Making Sales
Below are tips on how to make sales in the A2Z franchise.
1) Be Professional
On approaching the prospective client make sure that you have a smile, make eye contact and speak clearly.
Show interest in your prospect. Ask them about their needs – don’t assume you know what the need and don’t launch into a lengthy monologue about what services A2Z Services offer.
2) Provide Great and Timely Quotes
Quoting isn’t just a means to an end with your jobs––think of the quoting process as a communication touchpoint. It helps you set professionalism and customer service expectations high.
Responding within a short amount of time to customer queries is a big part of providing excellent customer service. Nobody likes to wait days for an answer to their question. Delayed responses or no response at all is the fastest way to lose a potential customer’s business.
Be an educator. Take the time to answer questions, explain what it all means, what needs to happen, and exactly what the outcomes are that can be expected.
Don’t just go out and hand them a quote and walk away. Become their partner on their project. This thorough approach to quoting builds trust and loyalty with your clients. Not only are your quotes professional looking, but you also show you’re willing to go the extra mile to help.
3) Get to know customers in your target neighbourhoods
Getting to know your clients in your target neighbourhoods can give your word-of-mouth sales a boost. It helps you know what services your customers (and prospects) want. This makes you more helpful as a service provider, and it helps you grow your customer base
Use weekends or one evening to drive around your local area to say “thank you” when people are actually home. This is a great way to grow your base and really get to know your clients.
Join local neighbourhood private Facebook pages. This gives you the chance to build a rapport with your customers and become known an expert in your field.
4) Communicate clearly
Communicating effectively with a prospect or a customer is essential. You need to go beyond simply emailing a quote or an invoice to your clients if you really want to win more jobs, get recurring work, and meet sales targets.
Once you’ve sent off a thorough and detailed quote, follow up to keep the conversation going. It’s easy to forget that your clients are often just as busy as you are. It’s likely that it slipped their mind if you haven’t heard back.
Although client communication isn’t rocket science, it shouldn’t be taken lightly. You don’t get a second chance at these things. The way you communicate can land or lose you a job in a hurry.
Your customers want to feel like they’re in good hands and the way you communicate dictates that. Make time to make connections with your customers. Communicating at key points before and after the job with SMS appointment reminders. Following up after a service is a great customer service tactic. It also opens the door to more potential sales.
The more you talk to your customers, the more opportunities you have to upsell and offer more services.
Forms and Registers
| Document Number | Document Name |
Amendment Record
Issue#: 1 Issue Date: 13/7/2022
| Rev# | Date | Section# | Para.# | Description of Change | Prepared By | Approved By |
| 1 | ||||||
| 2 | ||||||
| 3 |
Disclaimer: This documentcontains material to assist in meeting environmental management, Work Health and Safety and Quality obligations under the International Standard ISO AS/NZS ISO 9001:2016,14001:2016 and other legislative bodies. This document contains material sourced from Safe Work Australia. Any such material remains subject to copyright © Commonwealth of Australia. https://www.safeworkaustralia.gov.au/copyright. Although every effort has been made to ensure the accuracy of this information at the time of publication, it is provided as guidance only and does not provide legal advice on meeting your obligations. This document and its contents are © A2Z services 2018 and or the originating source authors and no permission is given for its duplication or copying, in part or in its entirety, for use outside its original purposes as stated within the company.