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.