Appointment Setting Duties & Processes

Basic processes that need to be followed each day

Being a remote team, communication is KEY. We need to communicate on Teams so that we all know what’s happening, since we aren’t in a regular office.

When you begin your shift, give us a hello on the Weapons chat. This lets us know that you’ve started your day and are on, taking charge of your confirmations for your appointments.

When you finish for the day, give us a goodbye on the Weapons chat, let us know how many bookings you made, and if you got any sales. This lets us know that you have finished up for the day. Advise the team if you need any help with an afterhours call-back, or a late confirm hat you haven’t been able to get hold of yet, so someone else can try.

Log your hours for the week, and let Talha or Tiani know how many you’ve done on Fridays. If we haven’t got your hours by Monday, you will miss the pay-run until the following week. It is your responsibility to let us know your hours as we do not have time to chase every employee every week. (salary only employees)

Your order of duties for each shift is as follows

As an appointment setter, your main focus is booking and confirming appointments. Booking appointments is only HALF of your job. Confirming and tending to them is the other half of your job. Your order of duties for each shift is as follows:

Check your current day appointments. Do they have bills yet? (If applicable) If not, you need to call them and try to get the bill. What about your appointments that have bills? You need to send them a text reminder of the time. There are some templates at the bottom of this page to copy.

Check your appointments for tomorrow, and the next day. How long since you contacted them last? If its been more than a day and we haven’t got a bill yet, you need to call them to try and get it. Explain why we need this to the prospect. Ask them to send it PRIOR to the appointment so we can analyse the information and confirm the timeslot.

Start dialling leads for the day.

Laying an appointment out on the calendar process

Every appointment needs to have the following information.

Title - Initial, Lead Source, Date Booked, Customer Name, Customer Phone Number

Body - information on your chat, qualification questions, any relevant information to the appointment

Closing - Customer email address, customer address, customer phone number (copied from CRM, not typed) This is to ensure no errors

Confirming Process

When confirming appointments, calls are your friend. If you don’t have a bill or SWB from a prospect, then call, call, call. Until you have a bill or SWB, its just a lead taking up space on our calendar. You can have the best conversation with a prospect, but until they make that personal commitment of sending us something, the appointment is not solid at all. This is just the nature of the beast.

Once you have that bill, only then can you start conversing in text with your prospect. You can also text if you are unable to get hold of someone by phone after several attempts.

Here’s a couple of confirm text examples: (and you may also find these in Close under the SMS templates, Tiani Confirms)

When you have a bill, and the appointment is today

Hi NAME,

Confirming your 2pm phone consultation for solar.

Please respond Y to confirm or N to reschedule.

Thanks!

Tiani

Modern Earth Energy

When you’ve tried to call several times, and the appointment is today

Hi NAME,

Confirming your 2pm phone consultation for solar.

We still haven't received your bill, can you please send it to tiani@modernearthenergy.com.au ASAP.

Please respond Y to confirm or N to reschedule.

Thanks!

Tiani

Modern Earth Energy

Want to print your doc?
This is not the way.

Try clicking the ⋯ next to your doc name or using a keyboard shortcut (

CtrlP

) instead.