Persimmon Homes Sales Advisor Coaching & Observations

Persimmon Homes

Sales Advisor Coaching & Observation Record

• Sales Advisor Name:

• Site/Development Name:
  Address
• Region Name:
  Address

• Regional Training Manager Name:

• Field Sales Manager Name:

• Date of Visit:

  Date

• Was the area surrounding the Marketing Suite well presented?

  Yes

  No

  N/A

• Was the Marketing Suite clean, well maintained and organised?

  Yes

  No

  N/A

• Was the Sales Advisor well presented in full uniform with name badge?

  Yes

  No

  N/A

• Were any mystery shop videos reviewed with the Sales Advisor during the visit?

  Yes

  No

  N/A

• Sales Advisor Comments:

• Regional Training Manager Comments:

• Continue Doing:

• Begin Doing:

• Commit to Doing:

• Sales Advisor Signature:

  Sign

• Regional Training Manager Signature:

  Sign

• Were any telephone mystery shops or Zoopla recorded calls reviewed with the Sales Advisor during the visit?

  Yes

  No

  N/A

• Date of call:

  Date

• Duration of Call:

• Customer Situation / Reason For Call:

• Customer Details:

Meet & Greet

• How well did this aspect of the call meet expectations?

  Below Standard

  Meets Expectations

  Exceeds Expectations

  Very Impressed

  Not Applicable

• Introduced Company and Site?

  Yes

  No

  N/A

• Gave Name?

  Yes

  No

  N/A

• Asked "How may I Help?"?

  Yes

  No

  N/A

• Call was answered in a warm and friendly manner with enthusiasm?

  Yes

  No

  N/A

Fact Find

• How well did this aspect of the call meet expectations?

  Below Standard

  Meets Expectations

  Exceeds Expectations

  Very Impressed

  Not Applicable

• Established my motivation?

  Yes

  No

  N/A

• Asked open questions?

  Yes

  No

  N/A

• Established my timeline?

  Yes

  No

  N/A

• Established my ability?

  Yes

  No

  N/A

• Established my needs?

  Yes

  No

  N/A

• Established my price range?

  Yes

  No

  N/A

• Established my mortgage requirements?

  Yes

  No

  N/A

Match Benefits

• How well did this aspect of the call meet expectations?

  Below Standard

  Meets Expectations

  Exceeds Expectations

  Very Impressed

  Not Applicable

• Information given on house types?

  Yes

  No

  N/A

• Information given on site specifics?

  Yes

  No

  N/A

• Knowledge of product good?

  Yes

  No

  N/A

• Passion for product and pride in company?

  Yes

  No

  N/A

• Information given on sales schemes?

  Yes

  No

  N/A

• Sell benefits of using recommended IFA?

  Yes

  No

  N/A

• Created an urgency to visit site?

  Yes

  No

  N/A

Gain Commitment

• How well did this aspect of the call meet expectations?

  Below Standard

  Meets Expectations

  Exceeds Expectations

  Very Impressed

  Not Applicable

• Was an appointment to visit site booked?

  Yes

  No

  N/A

• Was a referral to IFA made?

  Yes

  No

  N/A

• Was there agreement made for a follow up call?

  Yes

  No

  N/A

Sales Admin System

• How well did this aspect of the call meet expectations?

  Below Standard

  Meets Expectations

  Exceeds Expectations

  Very Impressed

  Not Applicable

• Was customer added to Sales Admin System?

  Yes

  No

  N/A

• Was a follow up appointment set?

  Yes

  No

  N/A

• Was the follow up completed?

  Yes

  No

  N/A

• Was there agreement for a follow up call?

  Yes

  No

  N/A

Feedback

• Continue Doing:

• Begin Doing:

• Commit to Doing:

• Sales Advisor Signature:

  Sign

• Regional Training Manager Signature:

  Sign

• Was the Sales Advisor observed with customers during this visit?

  Yes

  No

  N/A

The Greeting / First Impression

• - Smile, stand up and come out from behind the desk - Give a warm greeting to build rapport - Welcome visitor to your site - Offer and take names, ask how may I help you?

Establish Their Needs - What You Need Before You Give Information

• - Establish conversation, build rapport - Quick fact finding questions (What, When, Where, Why, Who, How, Tell, Describe, Explain) - Summarise the needs you ave found so far

Provide Information, Match Products to Their Needs

• - Show site plan - Talk through price list - Show house types / layouts

Data Collection, Reconfirming Needs & Establish Wants

• - Complete a KIT form in real time on the Sales Admin System (Name, Address, Email & Phone Number are essential) - Ensure as many parts are complete as possible to allow you to discuss their needs - Ask - What is important to you in your new home? To establish their wants

Demonstration

• - Take through to the plot or show home to demonstrate how the property matches their needs - Match features to benefits after you have established their wants - Seek for positive understanding the property matches their needs

Time To Talk Affordability

• - Talk about the schemes on offer (Help To Buy, Part Exchange, Home Change) - Suggest that they will need independent financial advice from our recommended IFA - Arrange for the visitor to speak with the IFA whilst in the office, do not just give a card - Complete the KIT form and then send a broker referral on the Sales Admin System

Next Steps

• - Complete a Part Exchange - Home Change application with every visitor that has a house to sell - Discuss any concerns and handle positively - Explain the customer care journey and points out the benefits of buying a Persimmon / Charles Church home - Always ensure that you confirm the next steps back to the customer

Feedback

• Continue Doing:

• Begin Doing:

• Commit to Doing:

• Sales Advisor Signature:

  Sign

• Regional Training Manager Signature:

  Sign

• Did a Coaching Discussion take place with the Sales Advisor during the visit?

  Yes

  No

  N/A

• Discussion

Topic

• What was discussed?

Feedback

• Continue Doing:

• Begin Doing:

• Commit to Doing:

• Sales Advisor Signature:

  Sign

• Regional Training Manager Signature:

  Sign

Sales Advisor

• Comments

• Is there any other coaching or support that you feel that you would benefit from?

  Yes

  No

  N/A

• What additional coaching or support would you benefit from?

Regional Training Manager

• Comments

• Agreed actions or follow up for Regional Training Manager to complete

• Sales Advisor Signature:

  Sign

• Regional Training Manager Signature:

  Sign