Process

For New Sales Advisor On Boarding

Who is responsible: The Marketing Director is responsible coordinating New Sales Advisor On Boarding

What is the Goal: To ensure that all Sales Advisors have been trained before Sales Advisor is on selling site.

How will we achieve this: We will achieve this goal by following the sales advisor on boarding process and action items are followed through to completion.

Why is this important: To ensure that Sales Advisors will have an understanding of all Rockhaven Homes policies and procedures to begin selling new homes.

Process For New Sales Advisor On Boarding

After on boarding is complete at Engel & Völkers coordinate Rockhaven on boarding:

• IHMS training with Purchasing

• Sales On Boarding with Sales Manager

• Marketing On Boarding

After Rockhaven on boarding is complete:

• Update community Vonage number to be directed to Sales Advisors’ cell phone

• Create a Lasso log in and training

• Create a Microsoft Teams log in and Teams folder access

• Add their phone and email information to website, collateral and marketing materials

• Out in a IT ticket to have their email added to appropriate distribution lists

Rockhaven Company Email Process

Who is Responsible: The Marketing Director is responsible for monitoring the company email address – info@rockhavenga.com.

What is the Goal: To ensure that Rockhaven Homes answers any and inquires in a timely manner.

How will it be Achieved: By following the below procedure.

Why is this Important: To ensure that Rockhaven Homes is not overlooking any sales leads, customer service issues or potential job candidates.

Rockhaven Company Email Process

A customer can either fill out an online form submission on the Rockhaven Homes website or can send a direct email to info@rockhavenga.com, both of these are monitored by the Marketing Director. The Marketing Director is to treat the email as a “hot lead” and should be forward to the appropriate person as soon as an email is received.

When email inquiry is received as an online form submission for a Rockhaven Community:

• When a community name is given in the notes section, the email is to be forwarded to the appropriate Sales Advisor.

• If no community name is given in the notes section, an email is to be sent to the Customer with the below message:

“Thank you for your interest in Rockhaven Homes. To better serve your request, please let us know which community you are inquiring about”

• After a response is received, the email is to be forwarded to appropriate Sales Advisor.

When email inquiries are received regarding a customer issue/complaint:

• Forward the inquiry to warranty@rockhavenga.com

When email inquiries are received regarding a vendor solicitation:

• Forward the inquiry to the VP of Purchasing and the President of Rockhaven Homes

When email inquiries are received regarding land purchase:

• Forward the inquiry to the VP of Land Development

When email inquiries are received regarding from previous Rockhaven Homes Buyers (out of warranty or general questions)

• Forward the inquiry to the VP of Operations and the President of Rockhaven

When email inquiries are received regarding job opportunities:

• Sales Advisors - forward the inquiry to Sales Manager

• Builder or Assistant Builder - forward the inquiry to the VP of Construction