FUSE SPECIALTY APPLIANCES
Online Sales Coordinator
FUSE SPECIALTY APPLIANCES
THE FINEST IN PREMIUM APPLIANCES
Goal outline Lead Sources Webpage/software review Bookmarks & Pins
Month
& Third Month Podium & Website lead process How to Processes
Quote Process Passing leads off Key takeaways TABLE OF CONTENTS
First
Second
After
GOALS
Qualifying and understanding customers' needs to identify sales opportunities through all online leads
Creating a high-end luxury standard for customer service with each lead
Creating workflows with online leads through HubSpot and determining the best course of action
Creating contacts and deals within HubSpot and either closing the deal internally or qualifying leads to send to sales managers to close
Following up on leads sent to sales managers and reporting on leads closed, pending, or dead.
Flexibility with your time and management of leads.
Making sure no Podium leads wait longer than 1 –2 minutes and website leads wait no longer than 1 day for a personal response
Understanding and demonstrating product knowledge to the client
Working with marketing on any inbound leads and event networking needs
Generate Sales Through all Online Lead Sources
FUSE WEBSITE
PODIUM
HOUZZ
SOCIAL MEDIA
(FB/INSTA/LINKEDIN/GMB/ETC.)
HUBSPOT EMAIL MARKETING
YELP HOME SHOW
NKBA
FUSE SOFTWARES
Customer Relationship Management:
All internal communication needs to be recorded in HubSpot. If it is not in HubSpot, it didn't happen!
Create contacts and deals
Send emails through HubSpot
Create templates & sequences to follow up with clients
Follow up with leads passed to sales managers
Enterprise Resource Planning
Create quotes
Inventory management
Sales & accounting reporting
Schedule routing
Product
Website Webchat
All online web chat conversations Utilize it for our online payment software
Specs & Information We utilize Steel Cod to search all our manufacturers specs & products information To get access contact Tim Brohawn for logins
Webpage Bookmarks & Desktop Pins (Some of these links will not work for you because you have to log into your account) YOUR PERSONAL OUTLOOK EMAIL INFO@FUSEAPPLIANCES.COM EMAIL OUTLOOK CALENDAR YOUR PERSONAL ONE DRIVE FUSE SPECIALTY APPLIANCES FUSE SHAREPOINT HUBSPOT DASHBOARD PODIUM MAKE SURE TO TURN ON DESKTOP AND PHONE NOTIFICATIONS STEAL COD PIN EPASS & OUTLOOK TO DESKTOP
FIRST MONTH
Podium
Research into Podium and create an analysis of the dos and don’ts
Create personalized plug-and-play customer service responses to use
Create a list of qualifying questions to ask the client
After two or three weeks you will begin to take over all location leads
HubSpot
Go through the HubSpot sales & Marketing Academy
Learn how to create deals and contacts and the protocols for each
Review & create templates and sequences for yourself and the sales team to use
Create workflows for new inbound leads
EPass
Begin training with John Torres
Utilize the EPass play to understand the ins and outs of EPass
Learn how to search for inventory on hand
Start creating quotes within EPass
Start creating reports
Sales Training
Review our brands and our customer type
Attend/watch at least 5-6 training sessions with vendors
Go to Fuse showrooms at least once a week and shadow at least 3-4 sales managers to learn the sales process
Learn the qualifying and pass off process
SECOND MONTH
Within the second month, you will be taking on all showroom webchat and starting to create quotes and deals
Create a reporting system for following up on quotes sent to the sales manager and staying on top of the deal
Continue to go to vendor training and watch training videos to learn about the brands we sell and understand lead times
Continue to shadow sales managers in the showroom
THIRD MONTH
We should start seeing closed deals or close to closing to generate inbound sales. Ideally, 30-40 quotes should have been written and sent
Workflows/Sequences should be defined for inbound leads
Continue to train and learn the brands we sell and understand lead times for each brand
Meet with manager to review reporting structure and outline any opportunities for growth
PODIUM & WEBSITE LEAD PROCESS
PODIUM LEAD:
Have Podium up and notifications turned on for your desktop and phone
When a lead comes in from any location do not let the client wait more than 1-2 minutes for a personal response from you. If the client is requesting a quote or product information, always make sure to get their email address first.
If the quote is out of state, email the client and ask if they have a freight forwarder or if this is for a house in South Florida
WEBSITE/EMAIL LEAD:
Have a list of customer service and qualifying responses ready to utilize If you do not know how to correctly answer the client's question, personally respond back and make sure they know you are working on their question.
Do not take more than 1-2 hours to respond back to the client
If the quote is out of state, email the client and ask if they have a freight forwarder or if this is for a house in South Florida
Flag email to let the team know you have taken care of it
AFTER QUALIFYING THE LEAD:
Even if the client doesn't confirm, gather all the information from the quote request
Create HubSpot contact
Create Epass contact
Create Epass quote
Create HubSpot deal
HOW TO PROCESS & OUTLINES
GO THROUGH ALL NOTION SOP PROCESSES
QUOTE & AFTER PROCESS
SENDING A QUOTE
Call the client and email client quote through HubSpot to define details about their quote
Make sure to notify the client to check spam or junk mail just in case on Podium or a phone call
Send the quote within the deal in HubSpot at least 24 hours from when it was requested
AFTER THE QUOTE HAS BEEN SENT:
Set a task for yourself within the deal to follow up with the client at least 24 hours from when the quote was sent
If the client has not responded via Email, pick up the phone and call the client to confirm they have received the quote
How to Create Task:
Subject: Follow up with Client on Quote Sent
Due Date: Tomorrow
Send Reminder: At the task due date
Assign to: yourself
Log all interactions with the client in the HubSpot deal
If the client has not responded via email or phone call:
After three days: set another task to call in the next 3 days in the deal.
After two weeks: set up an email sequence within the deal
After three months: Change the deal to a lost deal.
PASSING LEADS OFF TO MANAGERS
LEADS THAT REQUIRE MORE EXTENSIVE MANAGEMENT FROM AN ACCOUNT MANAGER AT THAT LOCATION WILL BE TO BE PASSED ON AND SPLIT WITH THE HOUSE. SEE BELOW FOR EXAMPLES OF LEADS THAT WILL NEED TO BE PASSED OFF.
Full kitchen orders (2/3 or more appliances) that need assistance from a builder, cabinet company, designer, etc.
Builders or designers that are looking for relationship management deals
GO THROUGH THE BEGINNING PROCESS OF COLLECTING THE:
Contact information Quote Details
CREATE THE:
HubSpot contact Quote in Epass Deal in HubSpot
Within HubSpot, create a task within the deal for the showroom manager to assign an account manager to the deal for that day
AS YOU GET MORE TRAINED SOME OF THESE LEADS WILL NOT NEED TO BE PASSED OFF
KEY TAKEAWAYS
Keep organized with all deals, contacts, and quotes
Deal stages, customer types, etc.
Always make sure a contact or company is not already assigned to an existing manager
Create and keep track of deals that were passed off and either closed or still open
Ask questions when needed
Always answer a lead as soon as possible to create a better customer experience.
Always try to find new and more effective ways to streamline these processes
FUSE ONLINE SALES COORDINATOR
FUSE SPECIALTY APPLIANCES