SOP - Sales Follow Up

TABLE OF CONTENTS


SFU-001          Inbound Calls

SFU-002          Quote Ninja (DO)

SFU-003          Inbound Emails / Other Quoting Systems



SFU-001        Inbound Calls

Procedure:

  1. Before closing off the call we should actively try to get their contact information so we can follow up. Here are some good lines:
    1. Can I get your email address so I can send you an official quote?
    2. Can I get your email address so I can send you some real-life photos of the displays we discussed?
    3. Can I get your email address so I can look for some upcoming promotions and send you a discount code?
  2. Now in HubSpot, head to contacts then select Create Contact. Fill in the client’s:
    1. First and last name
    2. Their email address
    3. Their phone number (get this from your desk phone, so we are not over pestering them for information)
  3. “Inbound Follow-Up Trigger” field before closing out the Create Contact window:
    1. If you have limited information from the client about their trade show display needs, you can set the field to “Yes”. This will automatically create you a task in a couple of days if the client has not yet ordered.
    2. If you have important information, you will find useful, leave the field blank or select “No”. After creating the contact, you should then click the Tasks tab and manually create yourself a task. In the notes section of the task, you can add any relevant information with regards to this potential sale.
  4. When you receive a reminder task to follow up with the client you should first:
    1. Check HubSpot and BigCommerce/Shopify to see whether the client placed an order yet.
    2. Check your emails to see if you have been in contact with them recently already.
  5. If a follow up is required, we should reach out to the client via email. Try to get personal with follow ups, if you remember the name of the show they're attending, their deadline, the type of design they described etc. This sort of thing goes a long way! You can use the note section of the task to put this information in so see in the future. Some examples of information you might put in the note section of the task:

-joe.bloggs@company.com

-In-Hand Date June 15th

-Show - JCK 2023

-Talked about simple design, blue branding

-Followed up - 5/14, 5/18

-Sent coupon code CA05FS 5/18

  1. If you are not able to personalize each follow up email or you are too busy, then simple keyboard shortcuts will suffice. Here are some generic follow up keyboard shortcuts (you can set up as autocorrects in Outlook)
    1. sfu - I'm writing to follow up, did you have a chance to look over my email? Let me know how you would like to proceed!
    2. sfu2 - I wanted to check in with you, how are your trade show plans coming along? Let me know if you have any questions and I’ll be happy to help!
    3. fsfu - Just checking in again, I've just heard that we have an upcoming promotion for 7% off! This can be combined with our free shipping promotion as well to maximize your savings. Let me know if you're still interested in moving forward with an order!
  2. Completing / checking off a task. We should complete the follow-up task when:
    1. The client places an order on one of our websites.
    2. The client has stopped responding after 3 or so follow ups. Use your discretion here, sometimes you might not have heard from a client, but you may feel confident they will proceed with a purchase. Use your best judgment on whether to complete a task or continue to follow up.
    3. They have purchased with another company. Similarly with part b. above, use your best judgment. You may assume they have gone with another company even after just one follow up if for example you know they were in communication with a competitor.


SFU-002        Quote Ninja (DO)

Procedure:

  1. If you send a quote via Quote Ninja, you will automatically be assigned a task within a couple of days.
  2. When you receive a reminder task to follow up with the client you should first:
    1. Check HubSpot and BigCommerce/Shopify to see whether the client placed an order yet.
    2. Check your emails to see if you have been in contact with them recently already.
  3. If a follow up is required, we should reach out to the client via email. Try to get personal with follow ups, if you remember the name of the show they're attending, their deadline, the type of design they described etc. This sort of thing goes a long way! You can use the note section of the task to put this information in so see in the future. Some examples of information you might put in the note section of the task:
    1. joe.bloggs@company.com
    2. In-Hand Date June 15th
    3. Show - JCK 2023
    4. Talked about simple design, blue branding
    5. Followed up - 5/14, 5/18
    6. Sent coupon code CA05FS 5/18
  4. If you are not able to personalize each follow up email or you are too busy, then simple keyboard shortcuts will suffice. Here are some generic follow up keyboard shortcuts (you can set up as autocorrects in Outlook)
    1. sfu - I'm writing to follow up, did you have a chance to look over my email? Let me know how you would like to proceed!
    2. sfu2 - I wanted to check in with you, how are your trade show plans coming along? Let me know if you have any questions and I’ll be happy to help!
    3. fsfu - Just checking in again, I've just heard that we have an upcoming promotion for 7% off! This can be combined with our free shipping promotion as well to maximize your savings. Let me know if you're still interested in moving forward with an order!
  5. Completing / checking off a task. We should complete the follow-up task when:
    1. The client places an order on one of our websites.
    2. The client has stopped responding after 3 or so follow ups. Use your discretion here, sometimes you might not have heard from a client, but you may feel confident they will proceed with a purchase. Use your best judgment on whether to complete a task or continue to follow up.
    3. They have purchased with another company.


SFU-003        Inbound Emails / Other Quoting Systems

Procedure:

  1. When a new client emails in we should proactively answer their email within 20 minutes. Be sure to answer all questions they have and provide any additional information you think would be relevant / you think might be a follow up question.
  2. Head to HubSpot, select Contacts from the top tab then click Create Contact. Fill in the client’s:
    1. First and last name
    2. Their email address
    3. Their phone number if it is listed in their email signature. Leave blank if it is not.
  3. “Inbound Follow-Up Trigger” field before closing out the Create Contact window:
    1. If you have limited information from the client about their trade show display needs, you can set the field to “Yes”. This will automatically create you a task in a couple of days if the client has not yet ordered.
    2. If you have important information, you will find useful, leave the field blank or select “No”. After creating the contact, you should then click the Tasks tab and manually create yourself a task. In the notes section of the task, you can add any relevant information with regards to this potential sale.
  4. When you receive a reminder task to follow up with the client you should first:
    1. Check HubSpot and BigCommerce/Shopify to see whether the client placed an order yet.
    2. Check your emails to see if you have been in contact with them recently already.
  5. If a follow up is required, we should reach out to the client via email. Try to get personal with follow ups, if you remember the name of the show they're attending, their deadline, the type of design they described etc. This sort of thing goes a long way! You can use the note section of the task to put this information in so see in the future. Some examples of information you might put in the note section of the task:
    1. joe.bloggs@company.com
    2. In-Hand Date June 15th
    3. Show - JCK 2023
    4. Talked about simple design, blue branding
    5. Followed up - 5/14, 5/18
    6. Sent coupon code CA05FS 5/18
  6. If you are not able to personalize each follow up email or you are too busy, then simple keyboard shortcuts will suffice. Here are some generic follow up keyboard shortcuts (you can set up as autocorrects in Outlook)
    1. sfu - I'm writing to follow up, did you have a chance to look over my email? Let me know how you would like to proceed!
    2. sfu2 - I wanted to check in with you, how are your trade show plans coming along? Let me know if you have any questions and I’ll be happy to help!
    3. fsfu - Just checking in again, I've just heard that we have an upcoming promotion for 7% off! This can be combined with our free shipping promotion as well to maximize your savings. Let me know if you're still interested in moving forward with an order!
  7. Completing / checking off a task. We should complete the follow-up task when:
    1. The client places an order on one of our websites.
    2. The client has stopped responding after 3 or so follow ups. Use your discretion here, sometimes you might not have heard from a client, but you may feel confident they will proceed with a purchase. Use your best judgment on whether to complete a task or continue to follow up.
    3. They have purchased with another company. Similarly with part b. above, use your best judgment. You may assume they have gone with another company even after just one follow up if for example you know they were in communication with a competitor.
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.