Your role as a vendor:
- Identify solutions tailored to various household types and customer needs.
- Respond to leads within 24 hours- faster responses increase conversion chances.
- Offer competitive quotes.
- Deliver high-quality installations and troubleshooting support.
- Provide clear and friendly customer communication to explain new technologies and systems.
- Keep your marketplace information and pricing guide updated and relevant.
- Ensure all replaced appliances are processed responsibly to maximise reuse and recycling, in accordance with Australian Standards where applicable.
Uphold the following obligations:
- Complete and abide by training program.
- Uphold Brighte's vendor code of conduct.
- All installers, including subcontractors, must hold NETCC and SAA accreditation.
Ensure positive customer experience:
- Provide clear and accurate information so customers can make informed decisions.
- Never mislead customer about the program or your role as a vendor.
- Never pressure customers into making a purchase.
- Support customers in understanding how their new appliance works.
FAQs
Who should complete the training?
We highly recommend sharing the training materials with everyone on your team involved in the program- including admins, sales teams, and installers.
Can I conduct marketing?
- Refrain from actively marketing or advertising for customer acquisition. You may share or repost your involvement but must not engage in direct marketing.
- Do not engage in direct outreach, such as door-knocking or cold calling.
Should I discuss payment options and finance with the customer?
- Vendors must not discuss any details surrounding the CommBank finance products on offer, if a customer has a finance question, please direct them to CommBank website here.
- Under no circumstances should a CommBank lead be converted into an alternative finance agreement- any breach will result in immediate suspension.
- Do not initiate cash purchase discussions and only provide this option if requested by the customer.
- Do not engage in surcharge conduct- pricing must remain consistent regardless of payment method (e.g. finance vs cash).
- Never disclose or pass on the VCF CommBank Marketplace Service Fee to customers. This fee should be factored into referral costs and must not appear as a seperate charge on invoices or quotes.
Where can I direct customers if they ask about CBA products?
Customers can be directed to https://www.commbank.com.au/latest/home-energy-upgrades.html
Will Brighte finance be on offer, as well as CBA?
No, this program will exclusively offer CommBank finance products.