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Week 2 Introduction
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The second week of a new Sales Executive experience at AUS will be spent on the road with the service department. As with the first week this should be a "hands on" work experience, not a ride around in the delivery vehicle. The new sales executive should be carrying in the exchange items, and picking up the soiled ones. He should be involved in the loading and checking of the packout, and help in the unloading at days end. This is a work experience to gain appreciation of the service function, and to gain an understanding on the importance of the customers most visible and regular experience of AUS.
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Week 2
Day1 to Day 5 Day1 On route with a mixed delivery route. Day2 On route with route servicing major garment client. Day3 On route with major mat and cotton towel delivery. Day4 On a new account installation. Day 5 With the Service Manager. Note: The day order can be varied to suit the Service Department, as long as all activities are completed within the week Days 1 to 4: Step1 To understand the importance and duties of a service salesperson. To participate in all types of service delivery. Step1 Objective To gain practical knowledge of the service function. Responsibility Service Manager/ Serviceman ------------------------------------------------------------------------- Step2 To learn how a service vehicle should be loaded and the importance of product placement on the vehicle. Step2 Objective To gain an insight on the complexity of delivery requirements. Responsibility Service Manager /Serviceman ------------------------------------------------------------------------- Step3 While servicing major garment client, inspect locker system, load lockers, check out repair tags supply. If customer contact is available meet and greet contact and inquire about service quality. Step3 Objective To gain an insight on the complexity of delivery requirements, and to gain feedback on clients perceptions. Responsibility Sales Executive /Serviceman ------------------------------------------------------------------------- Step4 Keep a daily record accumulating data on existing customers serviced. Keep a list of all customers visited noting the current products serviced and list their potential for service increases by service type. ie Mats, tea towels, hand drying etc. Step4 Objective To recognise the untapped potential in AUS existing client base,and to generate an action list to follow up on the discovered potential. Responsibility Sales Executive ------------------------------------------------------------------------ Step5 Discuss problem resolution with the serviceman. What does the service person do if the customer has a complaint? What does the service person do if he recognises product abuse, misuse or theft? Step5 Objective To recognise the processes used to correct product misuse or to handle customer complaint. Responsibility Sales Executive ------------------------------------------------------------------------ Step6 Attend screen in briefing. Report impressions gained on the route to the screen in supervisor. Step6 Objective To understand to two way nature of communication between the serviceman and Service Department Management. Responsibility Sales Executive / Service Supervisor ----------------------------------------------------------------------- Step7 Assist serviceman in the unloading of the vehicle, and preparation for the next days deliveries. Step7 Objective To understand the procedure and to complete the days service cycle. Responsibility Sales Executive/ Serviceman ----------------------------------------------------------------------- Day5 - With Service Manager Step1 Discuss with the Service Manager the Departmental KPI and measured outcomes, as well as the Service Managers individual KPI's. Step1 Objective To understand the results expected from the Service team, how these results are measured and to understand the Service Managers individual responsibilities. Responsibility Service Manager / Sales executive ---------------------------------------------------------------------- Step2 - Accompany the Service Manager on one or more to 39 Customer Visits. Discuss the Quality Survey and actions following these visits. Step2 Objective To observe the Top 39 visit process and to gauge the response from key customers. Responsibility Service Manager / Sales Trainee ----------------------------------------------------------------------- Step3 - Discuss with the Service Manager the most common causes of client dissatisfaction. How are these issues combated. How can the Sales Team assist in pre empting service issues. Step3 Objective To gain an insight on potential causes of customer dissatisfaction. Responsibility Service/ Manager / Sales Trainee ------------------------------------------------------------------------- Step4 - Accompany and assist the Service Manager in carrying out a Management Stock-take visit. Discuss frequency of visits, outcomes and the charging for lost stock. Step4 Objective To ensure the stock-take process is fully understood by the Sales Trainee prior to selling the service. Responsibility Service Manager / Sales Trainee ------------------------------------------------------------------------ Step5 - Discuss the Service Managers customer resign responsibilities, how he/she achieves expected targets and any factors inhibiting the achievement of the expected results. Step5 Objective To ensure Sales Trainee understands the multifaceted nature of the Service Managers position. Responsibility Service Manager / Sales Trainee ---------------------------------------------------------------------- Step6 - Discuss the Service Departments task in generating sales leads. What systems are in place to facilitate the process. Discuss what the Sales Team can do to help promote sales leads. Step5 Objective To ensure the Sales Trainee understands how the Sales Team can assist the Service Manager to achieve the lead generation aims. Responsibility Service Manager / Sales Trainee ----------------------------------------------------------------------- Step7 - Discuss how OH&S is promoted within the Service Department. What training is given? What are the most common workplace injuries in the Service Department. What measures are taken to alleviate these injuries? Step7 Objective To ensure the Sales Trainee gains an appreciation of the fact that attention to OH&S issues are crucial in all areas, and understands the efforts being made to minimise work place injury. Responsibility Service Manager / Sales Trainee |
