Points of Influence
Every exposure the customer has to your business makes an impression. Ongoing evaluation of your business practices, and customer interaction is the key to improving the opportunity to gain more leads and close more sales. Complete the Points of Influence self-evaluation survey to decide if your business can work to improve.
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Go through each numbered item and check off all the boxes that apply
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Circle each item that you feel you would like to work on in your business
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Not all points will be applicable to your business
Getting to Know Your Customer
1. When a customer calls we:
[] Don’t use a standardized greeting
[] All use a standardized greeting
[] Rush through the call
[] Spend as much time as they need
2. When the phone rings we usually:
[] Answer within 1-2 rings
[] Answer within 3-4 rings
[] Answer after 5+ rings
[] Let the answering machine pick up
3. When we are not in or cannot answer the phone:
[] The phone just rings — we don’t use an answering machine
[] We use an answering machine but our message is not professional
[] We have a professional message and we return calls quickly
[] We use a voice mail service
[] We use a professional answering service so people can talk to a live person
4. While on the phone with a customer we:
[] Always make sure to get the name, address and phone number
[] Invite them to our store
[] Set up a home appointment (specific time)
[] Give store hours
[] Give directions to the store / get directions to the customer’s house
5. My store signage is:
[] Non-existent
[] Old and in need of repair
[] In good condition but outdated
[] Updated and in good condition
[] Minimal because of covenant regulations
6. My company vehicle is:
[] Plain with no store information
[] Printed with basic store information
[] Wrapped with photos, store product listings, store information
[] Clean and does not need work
7. My storefront is:
[] Dirty and dilapidated
[] Clean, but outdated
[] Inviting and stylish
[] Other _______________________________
8. The area around my store includes:
[] Well kept landscape
[] Clean, debris-free parking lot
[] Adequately lit parking lot
[] Plenty of parking available
9. Our store is cleaned and organized:
[] Throughout the day
[] A few times a week
[] Once a day
[] At all times
10. Our restrooms are:
[] Unattended for the most part
[] Dirty and filled with boxes and cleaning supplies
[] Clean and clutter free
[] Decorative and comfortable
11. If the customer visits our store:
[] They can easily identify store personnel (dressed appropriately, logo shirt, etc.)
[] We greet them with interest — excited that the customer is in our store
[] Our employees focus on the customer (no distractions)
[] We explain our store offerings
[] We give them a tour of the product categories
12. Our staff acknowledges customers as follows:
[] Waits for the customer to approach them
[] Waits until they’re done with what they’re doing and then acknowledges customers
[] Makes a point to acknowledge their presence in some way regardless of how busy they may be with other customers
13. In our store there is:
[] Uncluttered aisles so customers can move easily
[] Seating available so customers can browse sample books
[] Plenty of literature available
14. When we go to the home we:
[] Dress professionally
[] Offer to remove our shoes / wear shoe covers
[] Call before the appointment to confirm
[] Measure everything we possibly can while in the home
[] Listen to the customer’s ideas before presenting our own
[] Leave a folder with information about the products and our store
[] Leave a business card
[] Bring hand samples
Advertising & Marketing
15. My advertising program is best described as:
[] I do very little advertising
[] Sporadic and only one type at a time
[] Fairly consistent advertising
16. My ads reflect the following:
[] Heavy % discounting to get the customer’s attention
[] Low dollar prices
[] Comparative pricing naming competitors
[] Focused, balanced with an upscale call to action offer such as dollars off, free upgrade, etc.
17. I track my lead source by:
[] No tracking system
[] Asking the customer sometimes
[] Writing in on the order if the customer mentions it
[] Asking all consumers where they heard about us
[] Asking all consumers and record it
[] Reviewing and evaluating our lead tracking report regularly
18. Our consumer-marketing database is:
[] We don’t have one
[] Kept up manually
[] On the computer
[] On the internet
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