Agent support manual
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At Bushland Blooms, we provide quotes for our customers for a variety of reasons. Most importantly, we like to ensure that our customers fully understand their options, and are able to make the right decision regarding their purchase. This is particularly true where customers are making large financial commitments, or are purchasing complex products.
Providing quotes gives our customers: bullet point.
valid product/service pricing (for 30 days from date of quote) , bullet point.
documentation in writing , bullet point.
specific technical advice and opinions if necessary , bullet point.
confidence that their needs are being met , bullet point.
confidence in Bushland Blooms service standards.
Before providing a quote, you must ensure you clearly identify your customer's needs and present appropriate product/service ideas to your customer. If you are providing a complex quote (such as a lighting package, or a reticulation package for a garden), you will need to seek advice from technical or specialist staff. This advice can help your customer understand their options, make their decision, and agree to the sale.
Identify areas where expert advice is required. For example, an electrician may be needed to assist with installing a lighting package, or an expert may need to advise on particular requirements when installing a new reticulation system. , bullet point.
Explain to your customer that you will need to arrange an on-site visit so that you can provide an accurate quote. , bullet point.
Explain any costs involved in the on-site visit. , bullet point.
Discuss appointment details with the customer. , bullet point.
Put the customer on hold while you quickly switch through to the service department to arrange the appointment based on the customer's preferences. The appointment scheduler may or may not be able to confirm the appointment immediately, so you will need to do one of the following: bullet point.
If the appointment is confirmed, then inform the customer that the appointment was successfully confirmed and enter the details into the database. , bullet point.
If the appointment cannot be confirmed, then inform the customer that you have requested their preferred dates and times and that a service department member will call them back soon to either confirm the date, or make alternative arrangements. Note the preferred date and time in the database.
After phoning and confirming the final arrangements with the customer, the service department will amend the database with the correct details.
When preparing and estimating quotes for the customer, the agent should follow these steps.
1. Complete the 'Description' and 'Specifications' sections of the Quote form and indicate whether technical/specialist reports and an on-site visit are required.
2. Contact the Service department if necessary to arrange on-site visits and technical/specialist advice.
3. Forward the Quote form with a detailed description of the requirements and specifications to the Service department.
4. The Service department will attach the specialist/technical reports to the Quote form and return it to you.
5. Use the reports, and the products and services catalogue to help you compile the final quote.
6. Identify any areas where you need to question specialist staff. For example, you might find that the specialist has given two possible product options that serve the same purpose. You may need to find out more about the benefits of each option, so that you can make the correct recommendations to your customer.
7. When a quote exceeds $1000, you should gain authorisation from your team leader to release the quote to the customer.
8. Contact the customer to let them know that the quote is complete. If convenient, discuss the details with the customer.
You should discuss with your customer the: bullet point.
details of the quote bullet point.
benefits of the quoted options , bullet point.
benefits of dealing with your enterprise, including after-sales support.
For example, for a quote on a pergola you must inform the customer that the quote includes contractors and materials. The customer needs to have a clear understanding of what the quote covers.
It is important to give the customer the opportunity to question details on the quote.
 ASM
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