Sales Procedure

1. Purpose

To ensure that Frappe Partners follow a structured, consistent, and measurable sales process that maximizes conversion, improves customer experience, and enables continuous improvement through data-driven insights.

This document outlines the required tools, training, setup, and procedures to:

• Manage leads and opportunities effectively
• Create accurate quotations and contracts
• Ensure smooth handovers to implementation
• Maintain engagement with lost or unresponsive prospects

2. Tools required

• Frappe CRM
• Price Estimator Tool
• Frappe Insights

3. Training

Sales team training

• The sales team member should be trained on the procedure, and systems within 2 months of their joining.
• The procedure training includes the end to end sales process from qualification to conversion to handover.
• Systems training includes CRM training (SLA, lead, opportunity, activity tracking, disussion notes, etc), important metrics and any other systems/software being used.

4. Setup requirements

SLA

• Configure SLA for lead response time in the CRM.
• All leads should be responded within 6-8 business hours.

Post demo feedback & post sales 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.

5. Lead capturing and Qualification

Lead capturing

• Every lead must be created in the CRM and should be assigned to a clear owner.
• Mandatory lead details to be captured include name, phone number, email address, company name, and lead source.
• SLA should be automatically applied to the lead upon creation to track response time and adherence.

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
• Lead qualification notes must be documented in the CRM.

6. Sales procedure

Discovery call

• Checklist of items to confirm: current process, decision-making, pain points.
• Qualification validation: set up the expectations for the demo.

Demo

• 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).

Opportunity creation

• A Lead should be converted into an Opportunity/Deal once it is qualified and a 1st round of demo is done.
• Opportunity fields to track: expected closing, contract type, deal value.

Requirement gathering & scoping

• Detailed requirement gathering should be done before creating a quotation.
• Use the Price Estimator Tool during this stage to help with scoping and effort estimation.
• Capture all customization requirements clearly in the section defined for customization.
• For larger or complex projects, it is recommended to conduct a Proof of Concept (POC).
• The scope of work should be finalized and agreed upon before signing the contract.
• Any change in scope after the contract is signed should be handled through the Change Request procedure defined in the Implementation Procedure section.

Quotation & Negotiation

• Quotation
  • Use the Price Estimator Tool as a reference for creating the quotation. Attach the scope document to the Quotation for internal reference.
  • The quotation should include selected support plans, consulting/development hours, and contract terms.
  • Link the quotation with the Project Requirements / BRD / Scope of Work sheet.

Contract management

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

Sales order & Payment process

• Customer creation upon contract signing.
• Sales order should include payment terms and a linked quotation.

Handover to implementation

• Use a formal Handover Checklist with project details.
• Schedule a kickoff call along with the Project / Account Manager and a Project Champiom from the customer.
• Document the business context and requirements in the handover summary.

7. Lost deal nurturing

• 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