ate:
Objectives:
1. To generate more repeat sales
2. To recruit more disciples and apostles to talk about products
3. To fight and defeat the competition
4. To further delight the customer
What: to have infrastructures and personnel and system to further delight our customers
This program consist of:
1. Rewards and card system for existing customers; more promo items for our customer (part of the 20% ME)
2. Additional positions to handle customer service program at BPI and at the SBU
3. Construction of customer lounge like in Calamba and Pangasinan
1. Rewards and card system
This will enable us to save on: ME and CF as we will only spend for the card and the reward points which is usually 1/2 of 1% in most stores.
Types of cards:
Say
for Holy Gardens (privilege cards)
1. Kapamilya cards for purchases of 30,000 up P100,000
2. Silver Card for purchases of P101,000 to 499,000
3. Prestige Card for purchases of P500,000 up to P999,000
4. Platinum Card for purchases of P1,000,000 up
Privileges:
1. 3% discounts on repeat sales without agents
2. 1 rewards point for every P500.00 payment, one point is P5.000
if they pay in the office. 0 point for payment for collection from the house.
3. Special promos for prestige and platinum card like:
1. Dinner for two at a select restaurant
2. GC for new purchases
3. Priority when there are promo items
The above will be managed overseen by:
j SAA at 3ffb
Third CSS (who is a true and dedicated CSS for customer service/CRM
For Majorem Lending:
1. All good paying buyers of Holy Gardens will be issued Majorem EZ Credit Access Cards that will be pre approved, upon proper meticulous credit checking.
2. The card shall have maturity of 3 years
3. The card will be sent to the residences of the buyers and will be activated when they agree to the terms and conditions of the EZ credit access card:
(in addition to the general conditions of the card)
1. That they can get up to 70% of the NLP (current market value) of the plot they purchased)
2. That they would sign the necessary docs when they avail of the credit;
3. The interest rate shall be prevailing interest per month plus 4% monthly penalty compounded
THE CARD SYSTEM WILL BE OUTSOURCED PROVIDED THE TOTAL AMOUNT SPENT INCLUDING THE REWARDS POINTS SHALL NOT BE MORE THAN 3% OF THE ME.
2. CUSTOMER LOUNGE
We shall construct, as we build the new office of Calamba a space for customer lounge which could be 40 to 50 square meters. Its features;
1. Carpeted
2. Well lighted (soft lighting)
3. Well appointed interior design
4. With reading materials: magazines and newspaper
5. Soft music
6. Hotel standards CR
7. Free coffee, tea or even soft drinks and food servers to boot
For Pangasinan, we can have one of the chapels temporarily, or have an area in the crematorium for the lounge.,
3. Additional personnel
1. The SAA
This is in addition to the current records assistant:
The responsibilities:
1. Supervision of records receipt, checking, signature and delivery to the customer within 7 days, with estate management, health tips brochures hand outs/manual, promos, vitamins and other goodies
2. Repeat sales
3. Recruitment and training and sales directors/sellers including their SEAD and making sure that their com are paid ASAP
4. Resolving customer complaints asap, on: missing undelivered docs, lousy interments
5. Making sure that the card system works well
6. Crafting events and promos, sales campaign for the SBUS
7. Coordinating sales target achievement across the board: holy gardens, destiny, and Majorem Lending
2. Additional CSS (the third CSS at the SBU)
CSS 1 Interments
1. In charge of interment: the IA and interment checklist
2. IF replenishment
3. FOFF and Obits
4. Tributes and their uploads to the proper blog and website
5. Inc charge of the collection issuance of OR
6. Proper accomplishment of PPA and pouching to the 3rd
custody of OR and PPA
7. In charge of the master file together with SFC
CSS II Sales and Marketing
For sales and marketing purposes at the SBU:
1. Reports on DPMS from the office personnel and the sellers
2. In charge of recruitment and training of additional sellers at the SBU
3. Sales and collection report
4. In charge of deposit of funds to the bank
CSS 3 Customer Service
1. In charge of rewards system and delivery of cards and attending problems thereof
2. In charge of lounge or about to be made lounge
3. In charge of social media posting: blogs and facebook
4. Regular posting at best pictures and Kaizen report
5. In charge of QR code (to be coordinated with CSS 1)
6. In charge of free wifi at the site.
7. In charge of birthday greetings for the customer, remembrance of the birthday of the deceased, posting the same at the display board, 40th day and death anniversary
8. Shall be in charge of leaflets, tarps, custody safekeeping and inventory of promo items
For compliance. Inform me of your action plans and programs
