Title Page
STS - Toolbox talk L04/05
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Audit Title
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Conducted on
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Team Manager
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Engineers Name
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Tech Number
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Team Number
Sales Through Service Journey
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As you know we started Sales Through Service about 18 months ago with a soft launch and an opt in approach with great buy in from Engineers. This has now been rolled out Nationally and there is great enthusiasm from Customers and Engineers, the business made the change from opting in, to it becoming everyone’s responsibility, because it is simply too much of an opportunity not to, and everyone across the customer service group is involved .
There is clear evidence that by making our customers aware of extra products and services NPS and C sat scores improve .
We understand you will not be able to sell to every customer as they may be happy with their current package, or indeed they might have everything already, but we do expect you to identify qualifying customers and ensure they are aware of any discounts and offers available to them so they can decide if they want to sign up for any of them.
We also appreciate and understand that we are all different, and that one person may be totally at ease with the concept, others are uncomfortable, so start slow take your time, the support is there for you.
What is Expected of you?
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· Highlight and Understand sales opportunities that are available to you
· Make your qualifying customers aware of discounts that are available to them
· Look on IKnow2 daily ensuring you are aware of latest offers.
· Share best practise and support your colleagues
· Complete the feedback form for failed sales.
· Share success with your Colleagues
Knowledge Check
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Ø What is the heading for Packages on IKNOW2
Ø What is the current offer for Sky Cinema
Ø What is the current offer for Sky Sports
Ø What is the current offer for Sky Go extra
Ø What option do you need select when calling RST
Ø What is your ASA number
Ø Who is your Regional Champion
Ø How would you escalate any sales issues or problems
If you have any concerns that affects you highlighting offers to customers ; what are they
What support do you need;
Engineers Comments:
Team Manager Comments:
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Engineer Sign
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Team Manager Sign
