Existing Customer Contact Report
NAME OF PERSON COMPLETING THIS REPORT
Jimmy Napper
Julian Shanks
Ioanna Zervos
Eugenie Boudoux
Krystian Wielgosz
Murray Brown
Alon Yadin
Yoram Cohen
Victoria Carruthers
POSITION OF CONTACT PERSON MET OR SPOKE WITH
Owner
Purchasing Manager
F & B Manager
Chef
Sales Manager
NAME OF PERSON MET OR SPOKE WITH
Auto-Populate Customer Details
CUSTOMER NAME (START TYPING FOR DATABASE SUGGESTIONS)
COPY AND PASTE/OR TYPE EXACTLY THE NAME FROM ABOVE IN THE FIELD BELOW AND PRESS AUTO COMPLETE FIELDS
SEGMENT
STATE
DISTRIBUTOR
CUST ENGAGEMENT FLAG
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Contact Method & Purpose
WHAT IS THE METHOD OF CONTACT?
Face-to-face visit
Phone Call
WHAT IS THE REASON FOR THE CUSTOMER VISIT?
Active or In Retention
To Be Closed
Distributor
WHAT IS THE REASON FOR THE CUSTOMER PHONE CALL?
Distributor Call
Swinger Call
To Be Closed Call
Relationship Call (Big Accounts)
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Customer Sales Performance
HOW ARE THE PIZZAS SELLING?
Great! More than 6 a day
Good! Between 4-6 a day
Okay...Between 2-4 a day
Not well...Less than 2 a day
Not selling our base anymore
HOW MUCH STOCK DOES THE CUSTOMER HAVE?
Less than 1/2 Carton
1 carton
2 - 3 cartons
4 - 5 cartons
5 + cartons
IF THEY RECEIVED A POSITIVE SWING IN SALES IN THE LAST SALES REPORT, TICK ALL REASONS THAT WHY THIS HAPPENED FROM BELOW:
Price Promotion
Event
POS/MENU
New construction in area
Social Media promotion
Other promotion
Other
IF THEY RECEIVED A NEGATIVE SWING IN SALES IN THE LAST SALES REPORT, TICK ALL REASONS WHY THIS HAPPENED FROM BELOW:
Competition
Seasonality
New Chef
Problems with staff training
Not enough marketing/POS
Other
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Ovens & Operations Audit
HAS THE CUSTOMER HAD ANY ISSUES WITH THE OVEN?
No
Burning Bases
Burning on one side
Not getting hot enough
Plastic component has melted
Wires exposed
Stone is Black
Other
HAS THE CUSTOMER HAD ANY ISSUES WITH PIZZAS?
No
Cracked Pizzas
Not enough cheese
Base sticking to the stone
Ice on the pizza
Change in flavour
Bases arrived thawed
Took too long to cook
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End-Consumer Awareness Audit
WHERE OR HOW ARE YOU SELLING THE PIZZA?
Breakfast Service
Dinner Service
Lunch Service
When Kitchen is closed
Restaurant
Gaming Room
Bar Menu
Pool Bar
Over the counter - retail
All Day
WHO ARE THE MAIN BUYERS OF THE PIZZA?
Kids
Birthday Parties
Corporate Events
Other Functions
Tradies
Families
Young Male - 18-24
Older Professionals - 24 - 40
WHAT TOPPINGS ARE YOU SELLING?
Pepperoni
Hawaiian
Meatlovers
Chicken
Supreme
Vegetarian
Cheese
Custom Recipe
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Venue POS/Advertising Audit
IS OUR PIZZA ON YOUR IN-HOUSE MENU?
Yes
No
ARE YOU USING ANY OF POS?
No
Yes - Standard Oven Insert POS
Yes - Customised
HOW ARE YOU ADVERTISING THE PIZZA?
In house Menu
Specials Board
Table Talkers
Posters
A-Frame
Made Their Own
Counter Cards
TAKE A RELEVANT PHOTO OF CUSTOMER VENUE/MARKETING
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Customised Marketing Plan
CAN WE OFFER YOU A PERSONALISED MARKETING CONSULTATION TO GIVE YOU FURTHER SUPPORT SUCH AS A CUSTOM DESIGNED MENU/PROMO MATERIAL TO HELP YOU SELL MORE PIZZAS?
Yes
No
Marketing Support Booked!
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Summary of Actions Completed (Active & In Retention Customer)
TICK ALL ACTIONS COMPLETED DURING THIS CONTACT:
CUSTOMER SALES PERFORMANCE AUDIT
OVENS & OPERATIONS AUDIT
END-CONSUMER AWARENESS AUDIT
VENUE POS & ADVERTISING AUDIT
SOLVED CUSTOMER ISSUES
PROVIDED ADDITIONAL TRAINING
TURN-IN ORDER TAKEN & SUBMITTED
PRESENTED OTHER PRODUCTS
NPD SURVEY WILL BE COMPLETED (at end of this form)
PROVIDED ADDITIONAL GENERIC POS
MARKETING CONSULTATION REQUESTED FOR CUSTOMER
OVEN ISSUE TO FOLLOW-UP
NOTE TO FOLLOW-UP OUTSTANDING ISSUES
Other
NOTES ON THE CALL/VISIT
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Diagnosis of Customer No longer selling our pizza
WHY DID THE CUSTOMER STOP SELLING? (TICK ALL THAT APPLY)
Staff training issue
Equipment Fault
Too Expensive
Distributor problem
Slow Sales
Too much competition
Preparation/Cooking Time too long
Making their own
Not in line with their business strategy
Product not suitable
No marketing support
IF THE PIZZA NOT SUITABLE, WOULD THEY BE INTERESTED IN ANY OF OUR OTHER PRODUCTS?
No
Waffles
Hoppe
Breissant
Plain Pizza Base
Gluten Free Pizza Base
Smaller Pizza Base
Slab Pizza Base
Vege Pizza Base
Plain Pizza base with only sauce
Nuts 4 Drinks
Other
SUMMARY OF ACTIONS TAKEN (TO BE CLOSED CUSTOMER STATUS) TICK ALL ACTIONS COMPLETED IN THIS CONTACT:
RECORDED REASON FOR NOT SELLING
COLLECTED THE OVEN
REACTIVATED CUSTOMER - PIZZA
REACTIVATED CUSTOMER - OTHER PRODUCTS
NPD SURVEY COMPLETED
FINAL OR NEXT ACTION TAKEN:
To Be Closed & Archived
Oven Collection & To Be Closed
Oven Collection & Sold other 3 Keys product
Reactivated Customer
Customer will wait for Marketing support
NOTES ON THE CALL/VISIT
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Existing Distributor Audit
WHAT IS THE DISTRIBUTOR'S OVERALL SENTIMENT ABOUT US AS A BUSINESS?
Unsatisfactory
Satisfactory
Exceeds expectations
WHAT DOES THE DISTRIBUTOR THINK WE CAN DO BETTER? (TICK ALL THAT APPLY)
PRICE
MORE PRODUCTS
COMMUNICATION
RELATIONSHIPS
PRODUCT QUALITY
PRODUCT DELIVERY
TECHNICAL SUPPORT
SALES REPRESENTATIVE SUPPORT
ORDER LEAD TIMES
PRODUCT AVAILABILITY
MARKETING & ADVERTISING SUPPORT
PRODUCT SAMPLES
PROMOTIONS & DEALS
EXPLAIN FURTHER HERE WHAT THE DISTRIBUTOR THINKS WE CAN DO BETTER
TICK THE TOP 3 SEGMENTS THE DISTRIBUTOR SEES AS STRATEGIC PRIORITIES
Hotels & Resorts
Sporting Club
Taverns & RSL
Amusement & National Parks
Catering & Events
Bars & Nightlife
Cafes & Restaurants
Education
Service Station
Takeaway
Supermarket Retail
ROUGHLY HOW MANY ACCOUNTS ON THE DISTRIBUTOR'S BOOKS?
DISTRIBUTOR BUSINESS STRATEGY: CHOOSE THE MOST IMPORTANT PRIORITY FOR THE DISTRIBUTOR AT THE MOMENT:
Diversify Customer base outside of core segments
Diversify products in their portfolio
Own their own brands
Invest in selling Data/Insights
Consolidate and make more efficient business operations
Consolidate and make more profitable product offerings
Expand Geographical Territory
PLEAS RATE IMPORTANCE OF THE BELOW FACTORS TO THE DISTRIBUTOR'S BUSINESS STRATEGY
Rows
Not Important
Somewhat Important
Important
Very Important
Diversify Customer Base outside of core segments
Diversify products in their Portfolio
Own their own Brands
Invest in selling Data/Insights
Consolidate and make more efficient business operations
Consolidate and make more profitable product offering
Expand Geographical Territory
NOTES ON THE CALL/VISIT
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Other Products - Samples/Interest
Has the customer receive any samples/or a presentation of 3 keys products?
No
Nuts
Waffles
Hoppe
Are they interested in any other new products?
Yes
No
What sort of new products might they be interested in, and why?
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Customer Turn-in Order
CAN I PLEASE TAKE YOUR ORDER?
Yes
No
PLEASE ENTER YOUR BEST CONTACT NO. IF THERE ARE ANY ISSUES
Donna Italia Pizza Grande (carton 24)
Donna Italia Pizza Piccollo (carton 24)
Hoppe Caramelised Biscuits (carton 200)
Monsieur Waffle 55gm (carton 50)
Monsieur Waffle 90gm (carton 30)
WHAT IS THE REASON THE CUSTOMER DIDN'T ORDER?
I have enough and will order later
I do not have enough Freezer space
No longer selling pizza
ORDERING NOTES
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NPD Survey
WERE YOU ABLE TO TAKE THE NPD SURVEY WITH THE CUSTOMER?
Yes
No
IN BUYING A NEW PIZZA BASE, WHAT IS THE MOST IMPORTANT THING FOR YOU?
Rows
Not important
Somewhat Important
Important
Very Important
Price
Taste
Quality
Ingredients
Brand Name
Product Type
Wastage
Healthiness ie. Fat Content, Sugar content
PLEASE SELECT WHICH ITEMS YOU WOULD BE MOST INTERESTED IN RANGING?
LARGE PIZZA SLABS FOR CATERING
PIZZA DOUGH BALLS
6 INCH PERSONAL PIZZA
VEGE PIZZA BASES (IE. CAULIFLOWER, PUMPKIN, ZUCCHINI)
GLUTEN FREE PIZZA BASE
PIZZA SNACKS - (MINI BIT SIZED PIZZA SLIDERS - WITH CHEESE & SAUCE)
PIZZA SNACKS (PERSONAL SIZE PIZZA POCKETS - WITH CHEESE & SAUCE)
CHEESE FILLED CALZONE
16 INCH EXTRA LARGE SIZED PIZZA
PLEASE SELECT ONE PRODUCT FROM BELOW, THAT INTERESTS YOU THE MOST
Cheaper version of our pizza (ie. Less cheese, lower quality but full Margherita base)
Our pizza base with NO SAUCE OR CHEESE
Our pizza base with JUST SAUCE
PLEASE NOTE DOWN ANY OTHER PIZZA RELATED ITEMS YOU MAY BE INTERESTED IN
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