Module 8 - Questions
Module 8 – Questions
What is the first thing an agent should do when entering the business premise?
- ask to see a copy of their most recent bill
- state the purpose of your visit and advise customer they can ask you to leave at any time
- start completing a sales contract
- tell them you are not there to “sell anything” but need to see a copy of their bill to check they are receiving all their rebates
The customer is finding it difficult to complete a post-sale verification call on their own. What should you do?
- take the phone off the customer and complete the call yourself
- get a friend or another agent, to join you and pretend to be the customer
- cancel the call, and advise the customer that you will not be proceeding with the sale
- write down the answers on a piece of paper and point to the correct answer so the customer can state it
When do you need to do a verification sales call?
- call needs to be made for every sale
- call only needs to take place if consumer requests it
- only if the customer has time
- at the request of your manager
What should you tell the customer about Termination fees?
- the new Retailer will honour any termination fee from previous retailer
- it’s okay – you can ignore these fees
- customer should check with current provider if any termination fees apply
- the agent will pay the fee themselves
For how long can an agent be deregistered?
- 12 months
- 3 years
- 5 months
- 5 years
Consumer has a “Do not Knock”, “No Hawkers” or “No canvassers” notice on the premises. You should:
- Ignore it if it is not a government issued sticker
- Ignore it because the customer will make savings
- Do not attempt to contact the customer
- Go in anyway because you want a kebab for lunch and the owner will probably talk to you later
When must you leave behind a copy of the SAL marketing material?
- at every business you visit
- never – only show them a copy of in your folder/on your iPad
- only if the business owner is busy and can’t talk at the time
- upon request, or whenever a contract is entered into
If you have received two Level 2 Breaches in the course of 6 consecutive months, this means:
- it automatically becomes a Level 3 breach
- breaches are not cumulative, so it doesn’t matter
- you can receive another Level 2 breach before it becomes a Level 3 breach
- you will be interviewed by SAL on your behaviour
When is it okay to say you are there representing the Government?
- if you are having trouble getting the sale across the line
- if the business is a government department
- if that is what you were taught in training to say
Knowingly selling to a person not authorised to enter into a contract with you will result in:
- a Level 1 breach
- a Level 2 breach
- a Level 3 breach
- no breach
Where a Sales agent/Contractor engages in gross or wilful misconduct is this a Level 1, Level 2 or Level 3 breach?
- Level 1
- Level 2
- Level 3
- none of the above
If the consumer has very poor English skills what should you do?
- fill out the contract and complete the verification call for them
- leave a number for someone to call back later, walk away and do not proceed with the sale
- get your team manager to fill out the contract and complete verification call on behalf of the customer
- assist and coach the customer through the process of completing the contract and conducting the verification call
When is it okay to use high pressure sales tactics to coerce a customer into signing?
- when the businessperson is struggling to understand what you are trying to sell them
- when English is not their first language
- it is never ok to use these tactics
- when your team leader gives you permission to do so
What do you do if you’re trying to close the sale but the business owner is distracted with customers?
- Get them to sign the contract and do the verification call for them
- Sign the contract on their behalf and do the verification call for them
- Sign the contract for them but get another employee from the business to do the verification call
- None of the above
What does the Independent Panel do?
- Point of contact to hear consumer complaints
- Hears appeals from Agents if they have been deregistered
- The governing body of Sales agents/Contractors
- Government appointed body that oversees competition issues
If the consumer asks you to leave or indicates the sales call is unwelcome, what should you do?
- obtain permission from your team leader to remain on the property
- leave immediately and record ‘no contact information’ and the date on the walk-sheet
- leave the premises and come back next week
- leave the premises and come back in one hour
What do you tell the customer if you’re not sure of the answer to a question about the offer?
- don’t worry, its all good
- Just make something up or tell the customer what they want to hear, it wont matter
- the customer should be told to visit the ACCC website for the answer
- tell the customer you don’t have the answer and either get the answer from the team manager or don’t proceed with the sale
Under What circumstances do you need to log interactions with customers
- Never, it is nobody's business
- Only for the difficult customers
- Records should be kept for every customer contact even when a sale is made
- At random, pending on situation
If you feel the customer cannot give explicit, informed consent e.g. they have little or no English or appear confused
- Proceed as usual as the savings are too good to miss
- Thank them for their time but do not proceed with the sale
- Help them to complete the contract
- Get your team leader to witness the sale.
Why is it important that the customer understands they are actually changing supplier for the offer if this is the case
- Customer has to give explicit informed consent. They must understand that to get the deal being offered, they are entering into a contract with the supplier.
- It is not really important nor relevant if the customer understands or not.
- Customer only must understand where to sign
- Customer must understand that they are changing electricity provider as it is important that the customer doesn't think that they will have two providers.