NPower

THE PLEDGE OF EXCELLENCE

1. ANSWER the phone in 3 RINGS or less.
• Take a deep breath.
• “SMILE” over the phone. A positive attitude sets a pleasant tone for the entire call.
• Keep the customer LIVE.

“Good Morning! Cummins NPower St. Paul, this is

2. GREET the customer. Ron in the Service Department. How may I help you?”

3. IDENTIFY yourself.
• Your Name.
• Company Name “Okay, so you’re interested in the price “What is leading you to
• Location of an injector for your 2001 ISX 500?” believe you are in need
• Department of an injector?

4. OFFER assistance.

5. LISTEN & CONFIRM the customer’s need.

• Ask open-ended questions to get a full picture of the situation.
• Ask for ESN / model / mileage / hours / type of equipment / etc.
• Summarize the customer’s input to make sure you have a full understanding of the situation.
• If wrong dept, gather info in Step 6 below and prepare a warm transfer to the correct dept
“Can I have your name
and phone number so I
6. GATHER primary customer information immediately. can call you back if we
• Contact Name get disconnected?”
• Phone Number
• Gather Company Name, Account Status, and Email Address during the remainder of the call.
• If transferring, conference in the correct party, ID that you have the customer on the phone, explain the situation,
and hand off once contact is firmly made.

7.
ALWAYS TRY TO KEEP THE CUSTOMER LIVE ON THE PHONE, HOWEVER...
If you must put the customer on hold, ASK FOR THEIR PERMISSION FIRST.
Ask the customer if they would prefer to be placed on hold or called back at a better time.

“We have that injector in stock. They are

8. CONFIRM availability and EXTEND the price.
• If a part is not immediately available, communicate
• when and where it will be.
• Do not quote a price for a service in terms of labor hours.
9. RECOMMEND the complete solution.
• Are there any other associated parts the customer needs to complete the job?
• Is there an opportunity to open a Service Event?
• Are there any other opportunities outside of the original request?
$661.00 each, which includes the core charge.”
“Also, we currently offer a six-for-the-
price-of-five injector special. Typically,
if one injector fails, the others are wearing
down too. Is that something you would be
interested in? It will help eliminate future
downtime and labor cost.”

10. ASK for the sale. Would you like to schedule a time to diagnose
• Ask to schedule the service event or make the part available. the problem, or pick the parts up at will call this
afternoon?

11. OVERCOME resistance by stating VALUE-ADDED benefits. That price may sound high,
• Promote the Cummins or Onan brand and emphasize why genuine parts but our injectors are backed
are critical to the longevity of the engine or generator unit. by a two year warranty and
are manufactured to exact
specifications for your engine.
12. ASK for the sale a second time.
• Explore other options to help the customer accept your recommendation.
“When do you need the injec-
13. THANK the customer and SHOW appreciation. tor? Can I have it delivered to
• Give the customer a way to get back in touch with you. your location?” OR “Would
• “Is there anything else I can assist you with today?” you like to open an account
with us for this purchase?”
“Is there anything else I can help you with today? Thank you
very much for your order. If you need anything else, please
don’t hesitate to contact me at the branch.”

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