CRM SS1 Quick User Guide

The First Response CRM is here to help you succeed, not to catch you out.

Think of it as your personal sales assistant.

It keeps everything in one place, reminds you what to do next, and makes sure no opportunities slip through the net. Whether it’s email templates to save you time, reminders to follow up, or a clear structure to guide you, the CRM is designed to make prospecting easier and more effective.

Sales Stage 1 is where it all begins.

This is prospecting, introducing First Response, starting conversations, and opening doors. Every new company, new contact, every call, and every follow-up is a step towards creating real opportunities. The CRM helps you stay organised, build momentum, and turn prospects into customers.

It also means you don’t have to rely on memory or scribbled notes. Your pipeline is there, clear and in front of you, showing what’s happening and what needs to happen next, with your KPI’s easy to view. Every time you sign in, your follow-ups are there in front of you, so you never need worry about forgetting to do something.

Follow the stages, use the tools, and trust the process. It will help you stay in control, build your pipeline, and will ultimately grow your success. Remember, the more opportunities you create, the more you win.

The CRM is there to support you every step of the way but if it’s not in the CRM then it didn’t happen.

The infographoc on the next page provides a simple overview of the key elements of the Prospecting stage. The pages following that are simple written guides to the process.

Log action P S1 ‘Initial Contact Script’.

Record relevant information in notes.

Log to action P S3 ‘Inbound Prospect’ Select action as 1. Follow up or 2. Send email.

If meeting agreed, log to action P S4 ‘Send meeting email’ Edit email and send In outcome box, add notes & what email was sent.

Meet the prospect via zoom or face to face meeting.

Listen carefully to identify prospects needs.

When presenting solutions, listen more than you speak.

Handle objections confidently & provide benefits.

Click on yellow drop down menu & select email template.

Log to CRM Action P S5 ‘Meeting update/Outcome email’. or Log to CRM Action P S4 Follow Script 48 Hours.

Update’Outcome notes’ Check if Credit Account Form Received. If not check sent.

Chase for Credit Account Form & follow nurturing cycle.

Click on yellow actions Select ‘send email’ - choose template - and send.

Create follow up action - P S4 ‘telephone script 48 hours’.

Update outcome/action notes & set follow up date.

Create action based on the result of your call, as below.

Select action as 1. Follow up or 2. Send email.

If meeting agreed, log to action P S4 ‘Send meeting email’.

In outcome box, add notes & what email was sent.

Check to confirm the Account Form has been received.

If not sent directly, forward to Justine in accounts.

Thank the prospect for sending the completed form Follow actions once credit has been confirmed or refused.

Log to CRM that Credit Application has been approved.

Send email confirming account is live with our trading terms.

Log to notes and forward plan - progressing to Sales Stage 2.

If not approved, send ‘unsuccesful’ email, citing criteria not met.

Log to CRM failed application and close action.

First Response CRM Sales Process Sales Stage 1: PROSPECTING Prospecting is designed to create a strong first impression, establish early engagement, and move the prospect confidently toward a meeting. Consistency at this stage is critical: it ensures clean CRM data, professional communication, and a clear understanding of the prospect’s needs.

This helps you manage your sales pipeline effectively, ensuring that best practice is always followed, so you don’t have to waste time while converting new business.

Objective: Progress the right prospects to a meeting while accurately recording every interaction.

By the end of Stage 1: •

The prospect is fully and correctly set up in the CRM

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All contact attempts and outcomes are logged

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A meeting has been booked or a clear next action is scheduled

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Credit application is requested where appropriate

STEP 1: Initial Contact (Add New Prospect) Objective: Create a clean, accurate prospect record and prepare for first engagement.

What You Do •

Search CRM for existing records to avoid duplication.

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Notify Sales Director if a duplicate is found.

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If no duplicate, create a company profile to include address, post code & landline no.

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Create a contact profile including ALL contact information.

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Once complete add the new contact or contacts with their email & mobile tel no.

CRM Actions •

Log action P1 – Initial Contact Script

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If all information is correct, record in notes ‘All details are correct’.

Note: Accuracy here saves time later. Poor data creates poor follow-up.

Remember: It is a numbers game. The more prospects you have, the more conversions you make.

STEP 2: Marketing Activity (Contact Prospect) Objective: Introduce First Response and spark engagement.

What You Do •

Call the prospect to introduce First Response and the services we provide

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Listen more than you speak to identify their needs & objections

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Once opportunity identified provide solutions and progress to further action

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Send a follow up email from the email library.

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If phone contact isn’t possible, send a generic prospect email

CRM Actions •

Click the yellow drop-down menu

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Select Send Email,select the appropriate email template, edit & send

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At the prompt, create follow-up action P4 – Telephone Script (48 Hours)

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Update outcome/action notes and set the follow-up action time and date

Tip: Always follow a call with an email. It reinforces credibility and keeps momentum.

STEPS 3-4: Prior to moving onto step 3 or 4, has the prospect engaged?

Yes → Move to Step 3 (Inbound Prospect) No → Move to Step 4 (48-Hour Follow-Up)

STEP 3: Inbound Prospect (Response = Yes) Objective: Qualify interest and secure a meeting.

What You Do •

Thank the prospect for responding positively to the marketing email

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Engage and progress by listening to identify their needs & objections

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Provide solutions

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Alternatively, agree to a meeting by Zoom or Face-to-Face

CRM Actions •

Log to action P3 – Inbound Prospect

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Select action 1. Follow Up or 2. Send Meeting Email

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Accept the follow up action and log to meeting T&C’s

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Update outcome notes with details of email sent

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Update action notes and set the meeting date & time.

STEP 4: 48-Hour Follow-Up (No Response) Objective: Re-engage the prospect professionally and persistently.

What You Do •

Contact the prospect by phone within 48 hours

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Introduce our products & services then engage and progress

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Alternatively agree to a meeting and set time and date

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Send a follow-up email from the email library

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If the prospect is unavailable, reschedule and log 48 hour follow-up

CRM Actions •

Create action based on the call outcome

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Select action 1. Follow Up or 2. Send Email

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If unable to contact or busy, create a follow -up action to call back

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If a meeting is agreed, click on the yellow drop-down menu

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Select ‘meeting confirmation email’ edit and send.

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Update outcome notes and record details of email sent

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Log to CRM action Meeting T&C’s

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Update action notes and set meeting date & time.

STEP 5: Meet the Prospect Objective: Understand needs and position First Response as the preferred partner.

What You Do •

Meet via Zoom, Face-to-Face or by telephone

• • • •

Ask questions and listen more than you speak Identify needs and objections so you can seek opportunities Present relevant solution, listening more than you speak Handle objections confidently and positively

CRM Actions •

Click on the yellow drop-down menu

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Select ‘meeting update outcome’ email, edit and send

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Accept the follow-up action and log to CRM action P S4 48 Hour follow-up

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Update action notes and set the foloow-up date and time

Remember, people buy from people who listen

STEP 6: Credit Application Objective: Enable trading and formally progress the prospect.

What You Do •

Log action confirming credit application and act promptly

CRM Actions •

Once notified of the credit application result, click the yellow drop-down menu

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If credit approved, thank prospect and send ‘Credit Approved’ email

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Add the agreed trading terms to the email and send

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You can now progress to Sales Stage 2

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If credit declined, send Credit Declined email

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Update outcome/action notes and close action

You have now reached the end of Sales Stage 1: Prospecting

STEP 6: Credit Application Objective: Enable trading and formally progress the prospect.

What You Do •

Log action confirming credit application and act promptly

CRM Actions •

Once notified of the credit application result, click the yellow drop-down menu

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If credit approved, thank prospect and send ‘Credit Approved’ email

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Add the agreed trading terms to the email and send

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You can now progress to Sales Stage 2

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If credit declined, send Credit Declined email

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Update outcome/action notes and close action

You have now reached the end of Sales Stage 1: Prospecting

Key Principles to Remember: •

If it’s not in CRM, it didn’t happen

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Follow the process, not your memory

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Be consistent, professional, and proactive

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Momentum wins deals