Pella ® 2010 Spring Promotion Agent Training Guide
Training Agenda <ul><li>Spring Promotion March 28th –May 23rd </li></ul><ul><li>National Promo </li></ul><ul><ul><li>Theme </li></ul></ul><ul><ul><ul><li>Installation Sales Event </li></ul></ul></ul><ul><ul><ul><li>Creative Review </li></ul></ul></ul><ul><li>Financing Offer </li></ul><ul><ul><li>US: No Interest Until 2012 </li></ul></ul><ul><ul><li>Canadian: No Payments, No Interest for 1 Full Year </li></ul></ul><ul><li>Tax Credit </li></ul><ul><ul><li>US </li></ul></ul><ul><li>Local Offer Promo Grid </li></ul><ul><li>Radio </li></ul><ul><li>Awards </li></ul><ul><li>New Conversion Goals </li></ul><ul><li>Non Retail Customers </li></ul><ul><ul><li>How do handle. </li></ul></ul><ul><li>Pre-populated Customer Info </li></ul><ul><ul><li>New Process </li></ul></ul>
Spring National Promotion Installation Sales Event Promotion Dates —March 28th –May 23rd -THE ONLY WINDOW THAT CAN INSULATE YOU FROM THE COLD AND STILL GIVE YOU GOOSE BUMPS.
<ul><li>The best performing window is ONLY as good as its Installation – that’s why we only install with Pella professionals. </li></ul><ul><li>We’ll stand by you throughout your project – making window and door replacement virtually effortless for you. </li></ul><ul><li>Our team is respectful of your home and time, and we’ll answer your questions every step of the way. </li></ul>Key Messages
U.S. Half Page Newspaper Ads Spring Creative Looks
Spring Promotion U.S. Newspaper Ads (sampling of sizes shown only)
Spring Promotion Note: Canadian newspaper ads do not include ENERGY STAR or J.D. Power and Associates. Canadian Full Page Newspaper Ads
Spring Promotion Note: Canadian newspaper ads do not include ENERGY STAR or J.D. Power and Associates. French Full Page Newspaper Ads
Pella Financing Financing Available: Financing may not be combined with product discounts. Financing available to qualified customers only. Local Pella expert will be able to provide specific financing offers available at the time of purchase. National offer – AVAILABLE Until Offer expires 05/31/2010 No Interest Until 2012* The Pella Windows and Doors Visa® card issued by Wells Fargo Financial National Bank is a dual-line credit card. The minimum monthly payment will be the amount that will pay for the purchase in full in equal payments during the no-interest period.
Stimulus Package 2009 – 2010 US Tax Credit A list of qualifying products is available at www.pella.com Although the recently modified stimulus package does not cover all Pella ENERGY STAR qualified products, it is important to note that all of our products with InsulShield Low E insulating glass lower utility bills. Customers should also be encouraged to check with local utility companies about other possible rebates . Now through December 31, 2010, Pella windows and doors can help you qualify for up to a $1,500 tax credit!* Learn more at pella.com/taxcredit or check with your local Pella Specialist to determine which products are eligible. Be sure and also consult with a qualified tax advisor to confirm the amount of tax credit you may be eligible to receive .
J.D. Power /Energy Star Awards Remember the Awards! Pella has just been recognized by J.D. Power and Associates for the highest in customer satisfaction among window and door manufacturers for the third consecutive year. This is a HUGE accomplishment and something you should mention to your callers. For the fourth consecutive year, the U.S. Environmental Protection Agency (EPA) and Department of Energy (DOE) announced that Pella Corporation has earned an ENERGY STAR® Partner of the Year award for their commitment to manufacturing energy-efficient products and educating consumers about them. Additionally, for the second year in a row, Pella was honored with ENERGY STAR’S most prestigious Sustained Excellence award, in recognition of our commitment to successfully managing energy use and promoting ENERGY STAR products and practices within our organization.
Agent Goals <ul><li>New Conversion Goals: </li></ul><ul><li>(Effective April 1 st ) </li></ul><ul><li>Lead Conversion = 82% (as % of QPSC) </li></ul><ul><li>Appt Conversion = 64% (as % of QPSC) </li></ul><ul><li>Quality Assurance Weekly Score = 85% </li></ul>
Non Retail Customers There are many customers that live outside the Retail territory of the Markets we currently service. In the past, you have set in home consultations for them. These were all Morning/Afternoon or Evening preference appointments. We will no longer be setting appointments for any customer that resides outside the retail territory. You will be gathering all data as you do now however, this data will be passed along in a file to Pella the next day. Your scripting will change on April 1 st to capture zip or postal code upfront on all calls. Based on the zip or postal code, the scripting could change for you. Below is an example of the script changes for all Non Retail callers: Great! I will be more than happy to get you started. I just need to gather some information to forward on to a Pella Specialist that will follow up with you about your project in a few days. Close: Mr/Mrs (customer name), I’d like to thank you for your time today. I will send this information over to your closest showroom and a Pella Specialist will give you a call in the next few days to discuss your project further with you.
Confirming Customer Data As we moved into the Network Platform in December, the scripting was enhanced to populate customer information i.e. name and address based on a Targus match back from the customers ANI. Targus provides a successful match with 40-45% of all incoming ANI’s. Currently, you continue to ask all callers for their address and phone numbers. You will now verify the data that is presented to you. We believe this will improve service levels by producing lower talk times for each call as well as increase data integrity. April 1 st , we will be making scripting changes to accommodate Non Retail customers and will ask for the customer postal code/zip code before any additional data is provided to us on all calls. This is a perfect opportunity to transition into a new process of confirming customer data that is present within the scripting for the agent.