Sales Procedure

Pre-requisites

As a Frappe partner, you must use a CRM system with configurable SLA, assignment rule and ability to create custom fields to track lead qualitication notes, trigger automated follow-up, configure sales feedback form. After adopting a CRM, you are expected to measure and improve your sales KPIs continuously.


1. Sales Team Certification & Training

  • Certification Requirements
    • Sales certification requirement timeline (e.g., within 6 months).
    • Product training milestones and tracking in a Certification system.

2. SLA setup

  • Configure SLA for lead response time in the CRM (e.g., respond within 4 business hours).

3. Lead Qualification and Discovery

  • Lead Qualification Criteria
    • Use BANT/MEDDIC qualification
    • Define each criterion clearly:
      • Budget: Confirm budget
      • Authority: Identify the right decision-maker
      • Need: Validate the pain points
      • Timeline: Confirm urgency
  • Discovery Call (DC)
    • Checklist of items to confirm: current process, decision-making, pain points.
    • Qualification validation: set up the expectations for the demo.
  • Lead qualification and discovery call notes must be documented in the CRM before moving to the demo.

4. Follow-Up Cadence

  • Cadence Strategy

    • Day 1: Call + Intro email
    • Day 2: Call + Follow-up email
    • Day 5: Call + Value-add email
    • Day 10: Call + Case Study email
    • Day 15: Final reminder
    • Day 20: Break-up email
  • Activity Tracking

    • Every touchpoint (call, email, message) should be logged in CRM with the next action date.
    • Define a minimum of 12 touchpoints before marking a lead as lost.
  • Objection Handling

    • List down common objections (Top of the funnel, Bottom of the funnel).
    • Define response strategy.

5. Demo Stage

  • Demo Process
    • Structured demonstration plan based on the prospect’s use case and sample data.
    • Feedback form to be shared post-demo (automated or manual).

6. Opportunity, Quotation & Negotiation

  • Opportunity Creation

    • Only after a valid demo & qualification.
    • Opportunity fields to track: expected closing, contract type, deal value.
  • Quotation

    • Should include selected support plans, development hours, and contract terms.
    • Link quotation with the Project Requirements / BRD / Scope of Work sheet.

7. Contract Management

  • Standardized contract process with legal review.
  • Capture renewal dates.

8. Sales Order & Payment Process

  • Customer creation upon contract signing.
  • Sales order should include payment terms and a linked quotation.
  • Accepted payment modes (PayPal, Wire) with acknowledgment tracking.

9. Handover to Implementation

  • Use a formal Handover Checklist with project details.
  • Schedule a kickoff call.
  • Document the business context and requirements in the handover summary.

10. Post-Sales & Demo Feedback

  • Feedback Collection
    • Post-demo feedback (form via email).
    • Post-sale feedback (won or lost deals).
    • Trigger email based on opportunity status change (automation recommended).
    • Review and report on feedback monthly/quarterly.

11. Lead Nurturing System

  • Define a strategy for lost/unresponsive leads:
    • Add them to monthly newsletters
    • Share product update emails
    • Add them to webinar invites
    • Send them Success stories
  • Assign nurturing campaigns or cadence.

12. Performance, Conversion, Reports, and Dashboard Metrics

  • SLA

    • % of leads responded within SLA
    • SLA failure analysis and improvement plan
  • Conversion Tracking

    • Opportunity-to-Quote conversion %
    • Quote-to-Deal conversion %
  • Feedback Analysis

    • Analyse demo & post-sales feedback.
    • Improvement plan based on feedback.
  • Lost Deal Analysis

    • Mandatory reason selection: Price, timing, competitor, lack of fit, etc.
    • Track trends and share reports during sales review meetings.

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