SUNDEK NATION TERRITORIES (with example)

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CUSTOMER SERVICE SUNDEK NATION TERRITORIES (with example)

Sundek Nation Territories

This lesson will teach how to use the Sundek Nation Territories website to create an scheduling for the dealers.
For this example we’re going to pretend that someone handle a call and made an appointment scheduling for Sundek of San Antonio.
See each Dealership Handling Request:
 

  1. Search for Dealership Information:

    2. Enter the zip code (e.g., 78260) and search.
    Information displayed includes the city (San Antonio), state (Texas), sales representative, and general manager (Craig Roohan).
    You can also see special instructions for the dealership.

  2. Review Appointment Availability:

    3. Check appointment availability for the sales representative and dealership.
    Blocked times: No appointments before 10 a.m. on Wednesday, and blocked until noon on Friday. No appointments after 2 p.m.

  3. Access Dealership Contact Information:

    4. Click to view dealership details: general manager, contact email (Jessica Snow), and contact number.
    Note the instruction: “Do not schedule interior leads.”

  4. Email Sales Rep for Special Requests:

    5. For special cases (e.g., next-day appointments), email the sales representative to confirm if an appointment can be scheduled.

  5. Inform customers about minimum project price:

    6. For small projects, inform customers of the minimum project price ($2,500 for this dealership).

  6. Handling interior projects:

    7. For interior commercial projects, do not schedule appointments; instead, enter project details into Salesforce and email appointment request to the sales representative for evaluation.
    For interior residential projects, follow the same process.

  7. Scheduling for GTS and go back:

    8. When scheduling appointments for GTS or GO BACK, ensure the territory sales representative is scheduled.

  8. Scheduling for Showroom Appointments:

    9. Schedule showroom appointments with the territory sales representative, CC the admin, and CSM (Jessica).

  9. Naming opportunities:

    10. When converting a lead to an opportunity, use the last name, first name, and job type (e.g., RM, GTS 24, SPF 24).

  10. Handling sales rep requests or issues:

    11. For issues or requests from the sales rep, email the sales rep and CC the GM, admin, and CSM.

  11. Confirming project start date:

    12. If a customer asks about the project start date, email production with the request for confirmation.

  12. Handling crew or job site issues:

    13. For crew or job site issues, email the production manager, general manager, admin, CSM, and sales rep with all relevant details.

  13. Material sales:

    14. SunDeck of San Antonio does not sell materials. If a customer insists on buying material (for a small area), email the sales rep to follow up with the customer directly.
    Material code for SunDeck of San Antonio is NA (not applicable).

  14. Touch-Up Jars:

    15. SunDeck does not sell touch-up jars. The focus is on scheduling GTS, PS, or SPF services.

  15. Payment link for customer:

    16. If the customer wants to make a payment, send them the payment link so they can process the payment on the Salesforce customer portal.

  16. Reference FAQs:

If you have questions or need more information, you can access the FAQ section to find details about SunDeck products, such as how thick SunDeck is, how it is applied, and more.

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