VAT No. 1234567 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Call our hotline number now
0333 323 7544
repairs@obree.co.uk
www.obree.co.uk
Live sales procedure
(Sell customers whilst operative is on-site & negotiate with contractors to agree our rates)
Job Number:
Sales Executive name:
Date:
1.
Stage 1 (Preparation):
Send SMS to tenant requesting a reply back to agree to the following terms BEFORE booking the job:
1.1. Stay at home the day of the appointment with 2 hours notice.
1.2. Sign our job sheet upon satisfaction of the visit before the engineer leaves the job.
(Ensure tenant signs BEFORE booking the job)
1.3. Ask the tenant to send us photos of the faults and store photos on job account.
1.4. Tell the tenant you will get back to them with an appointment shortly.
2. Stage 2 (Dispatching)
2.1. Contact an Obre's accredited operative and ask them to attend on the day the letting
agent instructs (Note, if the operative refuses then find another operative or speak to supervisor. Never
delay a job if your operative cannot commit).
2.2. Agree a rate with the operative referring to 'Obre's Contractors Rate' list ONLY. (If the
visit is quote only, you must state 'quote' on Work-Order form Remind contractor that should the work go-
ahead then we will award the contractor the work based on Obre's rates.)
2.3. Contact the tenant to give them an All-Day Appointment
2.4. Compose Work Order / Quote Order. Attach WO to email. Select the email signature ‘WO-
Dispatch'. Also attach WO to the job.
2.5. Set TWO tasks:
2.5.1. Task 1) : Set up a task to follow up with operative 2 hours prior to appointment.
(Note: If the operative is late or unreachable then you MUST inform supervisor immediately and
contact the tenant accordingly BEFORE appointment due time.)
2.5.2. Task 2): Set a task to contact operative whilst on-site.
Inform supervisor immediately if your engineer is attending site after 4:45pm and ask
your supervisor to follow up with engineer and update CRM.
I confirm I will take full responsibility of (job number ) to ensure the job
gets done without any delays unless justified and authorized. I also confirm that I will keep the tenant
updated about the operative's arrival time and the job process to ensure the tenant does not make any
complaint. I understand any breaches may lead to disciplinary action against me and if it re-occurs
often it will lead to dismissal due to the severity of the breach,
Name: Signature; Witness supervisor:
Job Completed On Time Job Delayed? Margin Earned
VAT No. 1234567 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Call our hotline number now
0333 323 7544
repairs@obree.co.uk
www.obree.co.uk
3. Stage 3 – THE CORE (SELLING)
3.1. Contact operative whilst on-site in real-time and request a verbal or email confirmation about
the work needed. You are REQUIRED to action one of the following sales approaches.
3.2. If the client has provided us a spending limit and providing that Obre's Client price is covered
by the spending limit given, then instruct the operative to do the work.
3.3. Where there is no spending limit given or where Obre Client price exceeds the spending limit
given then you are REQUIRED to ask your operative stay on-hold over the phone. Ask your
supervisor the price to do the work. Contact our client on the other line and quote them for the
work. Advise the client if an approval is given over the phone the work will go ahead now and
saves time and additional return to site costs. Inform supervisor immediately to buy parts
online and address the delivery to the site address.
Job Account Pot: Live Phone Sale Extra Work Recommendation
(If empty. EO must provide FCO)
(You will earn 3% commission once approved)
(You will earn 10% commission once extra work quote is approved)
I confirm I will take full responsibility of (job number ) to ensure the sale
price is extracted from the system or supervisor only and charged to the customer in the correct
quantity and I confirm I will add value to the work to maximize the sale and make recommendations
for further sales. I understand that failing to do so with every job will be looked at as
underperformance and may lead to disciplinary.
Name: Signature; Witness supervisor
4. Stage 4 – Work Evidence Collection
4.1. Once the work has gone ahead and before your engineer leaves site, you are REQUIRED to
contact the tenant to sign the link which you had sent them (in stage 1). Please explain to
tenant how to sign the link which is as follows:
4.1.1. Open link
4.1.2. Click green button (Approve with signature)
4.1.3. Sign box with bare finger
4.1.4. Click blue button (Approve)Note: We are unable to allow the tenant to sign after operative
leaves site. If tenant refuses to sign, then contact supervisor immediately before operative leaves site.
4.2. Once work is completed and BEFORE the operative leaves site, you are required to ask the
operative to send you pictures of work completed. You must upload them onto the job sheet.
Title them, (Example; Repaired sink - After work)
4.3. Use information from the operative about the work undertaken to fill in the job sheet. Our
clients like to see our reports are lengthy & positive. Note: Always start with FINDINGS when fault
diagnostic. Then ACTION taken. Then the OUTCOME following the action taken. Always say tenant
happily approved work with signature if tenant has signed.
4.4. Attach operative invoice to job account under Expense section. Untick billable box. Enter
amount net & vat. Upload invoice to window. Leave notes if appropriate such as deductions.
Note: We are unable to pay operative invoices if the invoice is sent later than 12 days, if no photos are sent
or if the amount on the invoice is different to the amount on work order we sent the operative. If the
operative invoice does not meet the requirement then do NOT tick authorise box.
Complete Refer to supervisor Commission
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