SOP - Sales Calls
INBOUND CALLS
When a call is received, first determine the reason for the call – Is this call for sales or support? New or existing client? Retail or wholesale/ASI?
Note that: Inbound sales calls take priority over any other task.
END USER / RETAIL / RESELLER
- New Client Sales
a. Determine client’s needs by asking qualifying questions.
• What does their company do?
• When and where is their show?
• What is their booth size?
• What is their primary goal for the event?
• How many events do they attend each year?
• Do they need add-ons (monitor mounts, shelves, counters, lighting, etc.)?
• Is this a one-time event or something they plan to reuse/ scale in the future?
b. Based on their needs, guide them into an appropriate “Top Selling” product.
• For simple booths → confidently recommend a best-seller.
• For larger or more complex setups → schedule a demo call to review Moduluxe or modular options.
• Clearly explain why the recommended solution fits their booth size, goal, and timeline.
c. Record accurate information in CRM immediately after/ during the call.
• Create Contact in HubSpot.
• Complete New Clients Sales Playbook.
• Record show date, booth size, primary objective, product discussed, upsell offered, and next steps.
• Select option to set a follow up tasks for the appropriate amount of time while saving playbook.
d. Follow up via email immediately.
• Send quote, direct links, and any visuals discussed.
• Recap their event and your recommendation.
• Provide a clear next step.
e. Follow-up cadence.
• First follow-up: 2 days after initial contact (if not purchased).
• Second/third follow-up as needed.
• After 2–3 follow-ups with no response, enrol client in follow up email drip for a few more automated touch points to hopefully help close the sale.
- Existing Client Sales
a. Determine client’s needs for the upcoming event.
• What is their goal this time?
• Same booth size or different?
• Updating messaging or reusing graphics?
b. Review previous orders & assess opportunities
If reordering graphics or hardware:
• Check backend for previous orders.
• Confirm exact product model.
• Client must have a previous order from a Backdrop.com site to guarantee graphic/hardware compatibility.
Identify expansion or upgrade opportunities where appropriate.
• Larger booth
• Additional display
• Add-ons
• Modular upgrade
c.Record accurate information in CRM immediately after/ during the call.
• Complete Existing Clients Sales Playbook.
• Record show date, booth size, primary objective, product discussed, upsell offered, and next steps.
• Select option to set a follow up tasks for the appropriate amount of time while saving playbook.
d. Follow up via email immediately.
• Send quote, direct links, and any visuals discussed.
• Recap their event and your recommendation.
• Provide a clear next step.
e. Follow-up cadence.
• First follow-up: 2 days after initial contact (if not purchased).
• Second/third follow-up as needed.
• After 2–3 follow-ups with no response, enrol client in follow up email drip for a few more automated touch points to hopefully help close the sale.
- Wholesale/ ASI
a. Determine client’s needs and intended end use.
b. Determine wholesale group – Designer or Reseller
c. Guide client into a “Top Selling” product for their clients
d. Accurately explain pricing and direct client to create an account
i. Clients must complete the Reseller's Application Form located on the website under "How To Order" to qualify for discounted reseller's pricing
e.Record accurate information in CRM immediately after/ during the call.
• Complete New or Existing Clients Sales Playbook.
• Record show date, booth size, primary objective, product discussed, upsell offered, and next steps.
• Select option to set a follow up tasks for the appropriate amount of time while saving playbook.
f. Follow up via email immediately.
• Send quote, direct links, and any visuals discussed.
• Recap their event and your recommendation.
• Provide a clear next step.
g. Follow-up cadence.
• First follow-up: 2 days after initial contact (if not purchased).
• Second/third follow-up as needed.
• After 2–3 follow-ups with no response, enrol client in follow up email drip for a few more automated touch points to hopefully help close the sale.