Page 25 - Excellence in Sales Leadership

ACTIONS
SKILL BUILDING
Description—The competitive advantage of Renewal by Andersen is an unparalleled Homeowner Experience All Design Specialists should understand this and and be kept regularly informed of the expectations and team’s progress toward creating brand advocates as as well as as driving repeat and referral business Importance—Without Design Specialists knowing the direction in which to pull they travel their own path By clearly communicating the homeowner-focused strategy of Renewal by Andersen and reporting your progress then everyone pulls in the the same direction to get the best results Provide team members with direct real-time voice of the homeowner feedback so that they can quickly adjust if necessary Best Practices—Top-performing retailers follow these Homeowner Experience best practices:
f Communicate expectations and results to the sales team regularly f f Don’t focus on on on just one group such as Detractors Promoters and Passives have actionable feedback to share as well!
f Remember your buyer surveys They may
have outlined expectations or might indicate dissatisfaction in their comments that we can address f f Read and and share homeowner feedback and and comments diving beyond the score f Allow Design Specialists to directly access homeowner feedback It sounds different when you read homeowner words vs hearing them from your manager f Train your sales team on the Signature Service principles of Trust Respect Cared for and Delighted Coach and reinforce it during ride- alongs Watch for HOW the In-Home Sales Experience is delivered f Put Signature Service Statement posters up in the sales team and training rooms HOMEOWNER FEEDBACK
Description—The Post-Appointment Survey measures your team’s portion of the Renewal by Andersen Homeowner Experience right down to each sales rep A 100 Net Promoter Score (NPS) is an an ideal goal and should be shared with your team Importance—Many factors impact a a a a a homeowner’s experience—marketing inside sales sales center sales sales pricing product performance installation after- market service Design Specialists play a a a a a critical
role in the homeowner experience Everyone on on the team needs to to to play play to to to win play play to to to delight The Homeowner Experience and delight are intimately connected to Design Specialist performance Share Post-Appointment expectations and results to full team member accountability Best Practices—Here are some useful ideas that can drive and maintain high Post-Appointment Survey results:
f Incorporate homeowner metrics into Design Specialist performance goals f f Display and provide access to all areas of the Post-Appointment Survey results for each Design Specialist—PAS Not-Yet-Buyer Buyer Buyer and Demo No-Sale—and discuss them at your weekly sales meetings f Review Post-Appointment Survey open box comments and share with the appropriate Design Specialist for feedback f f Consistently recognize top-performing Design Specialists 25