Sales/CSR Onboarding Guide

Sales Training Guideline

1. Acknowledging Your Role 
   1. Your role is entirely structured around customer service: in which means providing timely, attentive, upbeat service to a customer, and making sure their needs are met in a manner that reflects positively on the company or business.
   2. Spend time learning about BA House Cleaning through the company website
2. Setting Up/Learning 
   1. In order to do your job, you need to set up the correct programs. Those programs would include but are not limited to: Slack, Google Local, Gmail, Yelp, Bark, Office Resources, Dialpad, Knowledgebase, Clickup and Missive. 
   2. In order to properly use these channels in an efficient manner; use the platform “Office Resources,” which is an explanatory guideline on the BA House Cleaning company. Office Resources will provide you with detailed “how-to-explanations” on each program. Office resources will also provide you with company-made Youtube links, detailed pictures, and website links. 
      1. https://bahousecleaning.com/office-knowledge-base-2/
3. Getting Comfortable With General Tabs
   1. After you have successfully logged into each platform and familiarized yourself with them, start organizing your tabs. You must learn to have tons of tabs open at all points in time and be able to flip back and forth in the midst of answering phone calls/customer emails. Helpful tabs to have open at all times are going to be numerous company created google documents, zillow, quoteapp, and the BAHCs website.
   2. Zillow: Used for getting precise square footage of a customer’s home.
      1. https://www.zillow.com/
   3. BA House Cleaning Website: Used for service reference 
      1. https://bahousecleaning.com/
   4. Tawk.to: Our website chat to be logged in during your shift.
4. Important Tabs 
   1. MissiveApp (company email+SMS)
      1. https://mail.missiveapp.com/
   2. Maid Central 
      1. Sales Daysboard  – LINK
      2. Leads / Quotes – LINK 
      3. Bell Alerts/Notifications
5. Google Local Leads
   1. https://ads.google.com/u/1/localservices/
6. Yelp (note we have two logins AND multiple locations!)
   1. https://biz.yelp.com/home
7. Daily Tasks 
   1. MaidCentral 
      1. https://bahousecleaning.maidcentral.com/
   2. Constantly communicate on Slack/Missive/Dialpad
      1. Slack is the primary line of communication for our office. This is where you will acknowledge each other, look out for constant updates, ask for help, announce breaks, let people know when you are signing off for the day, etc. 
         • important: When a message doesn’t require a response, please use  ✅ or 👀 to let your team know you’ve seen the message
      2. MaidCentral is the primary line of communication for the field technicians (text-wise). 
      3. Missive SMS/Email is the primary line of communication for clients
      4. Dialpad is the primary phone call of communication between the staff, customers, and technicians (for calling)
8. Helpful Learning
   1. Google Local 
      1. This is where you can listen to real-time sales calls. 
      2. https://ads.google.com/u/1/localservices
   1. Office Resources 
      1. Remember that whatever you need help with is located in office resources. Use this as your constant guide throughout the day if you have any questions or need assistance!