Sales Protocols: – Roof Desk

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Your Role at Avalon
The Avalon Sales Representative is an independent, commission-based professional responsible for generating and closing residential and commercial roofing and exterior projects. This role focuses on meeting with customers, identifying needs, presenting clear solutions, and guiding projects from initial contact through signed agreement. Sales representatives are expected to operate with professionalism, integrity, and accountability while representing the Avalon brand in the field. Success in this role comes from strong communication, accurate documentation, consistent follow-through, and a commitment to delivering a high-quality customer experience on every project.

Sales Standards and Expectations

Sales Protocols: 00:00

Sales Terms and Processes:
This section introduces the core sales terminology and structured sales process used by our team. Understanding these terms and steps ensures clear communication, consistent customer experiences, and a professional approach at every stage of the sales cycle. Team members will learn how leads move through the sales process—from initial contact and qualification to discovery, proposal, follow-up, and close. Emphasis is placed on identifying customer needs, communicating value, addressing concerns with confidence, and guiding customers toward informed decisions. By mastering these sales terms and processes, team members are better equipped to build trust, maintain consistency, and represent the company with professionalism and integrity while delivering solutions that align with each customer’s goals.

Sales Technology:

Sales person licensing:

GAF Learning Portal

Estimates and Contract Writing:

Pricing:

Finance 101:

Insurance 101:

Sales Protocols:

1. Before the meeting
● Understand the product. Be an expert on the product or service you are selling
to build credibility and answer questions effectively.
● Dress professionally. Make a strong first impression with a clean, professional
appearance. Your attire should exude confidence and professionalism.
● Confirm credentials. Carry company identification and a business card. Be
prepared to show it to the homeowner upon request.

2. On-property approach
● Scan the property. Before getting out of your vehicle, observe the property for
any signs (e.g., “Beware of Dog,” “No Trespassing”) or safety concerns.
● Walk confidently and directly. Use the main walkway to approach the front door.
Do not wander around the property or look into windows.
● Announce your presence appropriately. Knock firmly or ring the doorbell once.
Wait for a response. Do not knock excessively or repeatedly.
● Stand in a visible area. Stand back from the door, a few feet away, so the
homeowner can see you through a window or peephole. This is less intimidating
than standing directly in front of the door.
● When you arrive at the customer’s location, knock on the door and wait a
reasonable amount of time—between 15 to 30 seconds—for someone to
answer. If there is no response, knock a second time and wait again. If there is
still no answer, return to your vehicle and call the office. The office will place
you on hold and attempt to contact the customer. If the customer decides to
reset the appointment, the office will inform you. If the customer does not
answer, remain near or inside your vehicle and wait for 15 minutes. After that
time, knock a third time. If there is still no answer, call the office once more and
let them know of your third attempt
● Respect privacy. Avoid snooping or looking through windows.
● Stay if the front of the property

3. Interaction with the resident
● Introduce yourself immediately. When the door opens, step back slightly and
provide a clear, confident introduction.
● Listen actively. Allow the resident to speak without interrupting. Practice
empathetic listening to understand their needs
● Do not enter the home uninvited. Never cross the threshold of a person’s home
unless explicitly invited. Exercise extreme caution even if invited in.

4. Post-visit protocols
● Document the visit. Record the outcome of the visit in your sales tracking
system. Note any important details, such as the homeowner’s interest level,
concerns, or special requests.
● Follow up appropriately. If the homeowner showed interest, follow up using
their preferred communication method (e.g., email, phone call) as documented.
● Review and adjust. Reflect on each interaction. Determine what worked well
and what could be improved. Use these insights to refine your approach and
improve your effectiveness while maintaining professionalism.