Agent support manual
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Bushland Blooms has a code of conduct for its sales agents which provides guidelines on behaviour when dealing with customers.
You are expected to: bullet point.
promote products and services that are appropriate to a customer's need or request , bullet point.
explain the conditions, price and delivery arrangements fully to a customer , bullet point.
maintain the privacy of customer information , bullet point.
maintain the integrity of Bushland Blooms customer information by updating customer records where appropriate , bullet point.
behave in a professional and courteous manner at all times.
It is important that you follow the sales principles. If you do not, customers may: bullet point.
feel that they are being pushed into a sale , bullet point.
be worried about the security of their personal information , bullet point.
not return to the organisation because of a bad experience , bullet point.
tell other people about their bad experience.
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Never: bullet point. |
provide a product or service without the customer's consent , bullet point.
knowingly omit to inform a customer of requirements for use of a product or service , bullet point.
comment on the behaviour of a staff member or competitor.
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Always: bullet point. |
ensure that you have all information relating to the customer's enquiry , bullet point.
check Bushland Blooms systems and records to gain additional information regarding the order , bullet point.
ensure that you have a contact name and current number for the customer , bullet point.
update records to reflect each transaction , bullet point.
price a Bushland Blooms product/service at the standard rate , bullet point.
advise the customer of the: , bullet point.
price , bullet point.
delivery or installation requirements , bullet point.
lead time required for provisioning , bullet point.
eligibility requirements , bullet point.
instructions for use. , bullet point.
make sure that you keep commitments that you make. Even if you can only report that their query is still being investigated, keep your commitment.
Sometimes you may find yourself in a difficult situation where you cannot find an arrangement to satisfy a customer without breaking the company's sales principles. If this happens you should discuss the issue with your team leader. You'll find out more about these issues in Refer, transer and escalate in the Agent support manual (ASM) on the Intranet.
You may have a discretionary limit that allows you to offer some options to customers in the case of a dispute. These might include: bullet point.
additional discounts , bullet point.
free delivery arrangements , bullet point.
bonus products or offers.
You will need to check with your team leader what your discretionary limit is, as agents have individual limits depending on their level of experience. If you do not have a discretionary limit or you are likely to exceed that limit, you must gain your team leader's approval before proceeding.
A refund is a monetary payment to the customer, in exchange for a product or service that they have purchased and wish to return.
To process a refund, you should ask your customer for the: bullet point.
date of the purchase , bullet point.
invoice number , bullet point.
reason for request of refund , bullet point.
return of the product.
All staff at Bushland Blooms are authorised to offer a refund up to a certain amount. Refer to the table below to see which amount applies to you.
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If you receive a request for a refund over your level of authority, then notify the customer that you will need to obtain authority to refund that amount. Place the customer on hold, or arrange to contact them after you have contacted your supervisor. Have your team leader sign off on the refund.
At Bushland Blooms, we treat compensation as 'financial reimbursement, over and above the value of the goods, including payment for inconvenience'.
All requests for compensation should be transferred to the Complaints department for handling, and your manager should be notified.
For more information see Refer, transfer and escalate in this manual.
Occasionally, at Bushland Blooms, you may find that you cannot provide a product because it is not available.
For example, Bushland Blooms may have sold out of a particular item, or the delivery to replenish the levels of a certain item may not have arrived.
In this instance, agents should: bullet point.
not promote that product/service for a temporary period , bullet point.
find out when the product will be in stock , bullet point.
review the products that are available, in order to suggest alternatives.
I am sorry, Ms Gluszko, we are temporarily out of Tea Bush rose stock.
May I suggest the Esmeralda rose, or alternatively the Star Dust flower. 
At times, there may be limits on the services offered by Bushland Blooms.
For example, there may be a period of peak demand for technicians or installers, and there may not be any appointment slots available.
In this instance you should: bullet point.
only make appointments in slots that are available , bullet point.
advise your customer of the next available day/time.
I am sorry, Mr Green, we do not have an available appointment for a
technician until early next month. Would you like me to book the next
available appointment slot?
By suggesting an alternative, you are promoting the high level of service that Bushland Blooms aims to offer its customers.
There may be times that a customer contacts you regarding an emergency with a product. For example, a pond may be overflowing due to a malfunctioning pump, or perhaps the shade cloth has come loose and is banging against the windows.
In the case of an emergency, phone through to the Service department and advise them of the urgency. They may be able to override an appointment for you.
 ASM
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