LEAD UNIVERSITY

8 Steps of the Call

At Pepsi Our Standard Call Has 8 Steps

1 Preparation Pre-Call

2 Greet the customer

3 Store Check
Services
4 Merchandise

5 Determine the order

6 Presentation
Presenting
7 Curbside debrief

8 Administration Post Call

 Why do you
think preparation
Is important?
 Step 1: Preparation

Monthly Preparation
▪ Set objective with supervisor

Daily Preparation
▪ Review the scoreboard
▪ Check progress against Executional Planner
▪ Identify the outlets you will be focusing on
▪ Get selling aids (POP, etc.)

Pre-call planning
▪ Review objectives just before entering
outlet
• Ensure you have the selling aids (POP, etc.)
 Why do you
think we want to greet
the customer?
 Step 2: Greet the Customer

Greet the Customer

▪ Identify the decision maker

▪ Introduce yourself

▪ Prompt urgent issues

Why is it important to
Check the store?
 Step 3: Store Check

Walk the outlet to look for opportunities

▪ Displays
▪ Product placement
▪ POP placement
▪ Equipment placement
▪ Pricing issues
▪ Product rotation

Discuss opportunities with decision maker

 Step 4: Merchandise

Ensure all Pepsi products are properly merchandised

▪ Ensure all stock is rotated
• Remove out of code product
▪ Merchandise all displays according to current standards
▪ Replenish coolers, racks, and shelf area
▪ Clean shelves and equipment as needed
 Step 5: Determine the Order

Follow this process to develop an order for the customer. This

will ensure that he does not run out of products to sell to the
consumers.

Your route book is the key tool to performing this task well
▪ Determine current stock
▪ Determine actual sales since last visit
▪ Develop your suggested order
▪ Agree on the suggested order with customer
▪ Record your order in the route book
 Step 6: Presentation

Follow this process to selling a new idea to the customer.

Utilize a Solution Sheet to support the sale.

P Present the opportunity

E Explain the (solution sheet)
P Provide the details
S Secure the sale (customer says yes)
I Implement next steps

This is where the SELLING starts.

 Let’s review a
Pepsi Solution Sheet
that you will be using.
 Step 7: Curbside Debrief

Take a few moments to assess your performance.

1. Curbside Debrief Checklist

▪ What worked well
▪ What did not work well
▪ What would you do differently

2. Take notes
▪ Route book
▪ Executional Planner

3. Record the final order in route book

 Step 8: Administration

Documenting all the pertinent information

regarding your calls for the day

Call Administration
▪ Note all commitments that you have made
to customers
▪ Follow up with supervisor on route needs

Daily Territory Administration

▪ Update scoreboard
▪ Update Executional Planner and Route books
▪ Notify supervisor of changes necessary in customer
data in route book (Customer Master File)
▪ Other administrative tasks required by supervisor

Settlement
▪ Perform Check in and Check out duties
▪ Reconcile all sales, cash, and credits for the day