CRM Flashcards
What two actions will change a lead to a prospect?
- Create Opportunity
2. Create Estimate/Quote
What is warmer–a lead or a prospect?
Prospect
We want to turn an opportunity into a ___________
Estimate and then Sales Order
What are the most important things that the Salesforce Integration offers?
It integrates commission, forecast reporting, and contact management so that that data does not need to be exported.
What are the four functionalities you must configure before integrating Salesforce?
- Sales Teams
- Lead Management (Automatic Lead Routing)
- Quotas for Sales Reps
Where do you go to add an email signature?
Home icon > Set Preferences. Signature Field
What is Lead Routing?
Feature that lets you distribute leads evenly among your sales reps based on your rules and territories. When you define sales territories you can channel new leads to the sales reps that are best able to convert them. When leads come in, whether from lists or from your website, NetSuite automatically assigns them to your sales reps.
What payment methods are natively supported?
- Electronic Funds Transfer (EFT)
- Credit card processing for sales orders and web store orders
- PayPal
How do you send an email from Netsuite?
Navigate to the relationship record (customer, lead, etc)
General Section > Messages > Email Button. This will open a new window
Populate Recipient, Message, Attachment tabs as needed and press Send.
What do you need in order for a drop ship order to be automatically generated from an SO?
Item record - drop ship item checkbox
Where do you go to create a new online customer form?
Setup > Marketing > Online Customer Forms > New
Where do you navigate to in order to create a new Sales Rule?
Setup > Sales > Sales Rules (Under sales management: Sales Territories and Sales Teams can also be found here)
Where would you navigate to in order to add a new task or phone call
Relationship record (Vendor, Customer, etc) and then Communications > Activities > New Task / New Phone Call
What are four key pieces of information included in a typical opportunity record?
- Items of interest to customer
- Probability
- Projected Total
- Close Date
An opportunity is often created for a lead. What other record types can they be created for?
Customers and Prospects
What’s the difference between the projected total and the weighted total?
Projected total assumes the sale will be made and is populated with the total value of the potential sale. Weighted total multiplies the value of the sale by the probability.
How do you edit or create a sales rep forecast as an admin?
Transactions > Quota/Forecast > Edit Sales Rep Forecast > List
What is something you must keep in mind if you choose to override the probability of an opportunity?
Since the probability is normally derived from the status (example: qualified), if it’s overridden it must continue to be maintained manually and will not change with the status.
How do you edit or create a sales rep forecast as a Sales Manager
Forecast > Setup > Edit Sales Rep Forecast > List
What does checking the “Ship Complete” box on the Sales Order’s Shipping tab indicate?
You are choosing to only ship the order after all items are ready to ship together.
Where do you go to customize sales forecast preferences?
Setup > Sales > Sales Preferences (Under Preferences Heading) > Forecasts
Do sales orders affect the GL when they are created?
No. Sales orders have no accounting impact until items are shipped or services are completed
Where do you go if you want to customize the default status of leads, qualified leads, customer status, sales role restrictions, quote expiration and preferred forms for leads?
Setup > Sales > Sales Preferences (Under Preferences Heading) > General
How can you manually rout leads based on Sales Territories?
You can select “Reassign Using Territories” in the Sales Rep field on lead form. This option assigns leads according to your sales territories.
How do you automatically rout leads based on Sales Territories?
When the information in a lead/customer record matches the criteria of the sales rules for a specific terriroty, they will be automatically assigned.
How does Netsuite handle a situation where they are multiple sales territority rules, allowing multiple assignment options?
Netsuite will use the first rule and not process following rules
By what process does Netsuite assign customers to reps if they are not assigned to territories?
Round Robin
Where will you find CRM lists?
Setup > Sales > CRM Lists (under Setup Tasks header)
Name several examples of common CRM Lists…
Sales Roles Contact Roles Contact Category Win-Loss Reasons Sales Readiness Buying Time Frame Buying Reason Lead Source
Where do you go to enable features relating to marketing, sales, support and parters?
Setup > Company > Enable Features > CRM
What are the three Basic features under Enable Features > CRM?
- Customer Relationship
- Management
- SalesForce Automation
Where do you go to edit a sales forecast?
Transactions > Quota/Forecast > Edit Forecast (Options are Edit Sales Manager Forecast & Edit Sales Rep Forecast)
What are the five Sales Features that can be enabled under Enable Features > CRM?
Opportunities Lead Conversion Advanced Forecasting Team Selling Historical Metrics
What are the four Support Features that can be enabled under Enable Features > CRM?
Email Case Capture
Automated Case Escalation
Knowledge Base
Help Desk
What are the seven Marketing Features that can be enabled under Enable Features > CRM?
Online Forms Mail Merge CRM Template Categories Capture Email Replies Subscription Categories Upsell Manager Sales Campaigns
Where do you go to set sales preferences?
Setup > Sales > Sales Preferences (Under Preferences Heading)
Where do you go to set and assign sales quotas?
Go to Transactions > Quota/Forecast > Establish Quotas
What process does this describe? Support reps can either login or ‘grab’ cases manually or cases can be routed to reps by setting up case rules and territories similar to sales reps. Admins can also set up reps to receive emails when a customer responds or reps can respond directly in NetSuite.
Case Routing
Where do you go to create an online case form?
Setup > Support > Online Case Forms (Under Case Management Heading)
How do you enable customer access to the Customer Center?
Setup > Company > Enable Features (under Setup Tasks Heading) > Check the Customer Access box in the Web Presence subtab.
What is the customer center?
The Customer Center role lets customers view their estimates, orders, invoices, and payments.
What is SuitePromotions?
Feature that allows you to apply multiple promotions to a single web order. Choose which promotions to stack and which to keep exclusive. Examples: Order level promotions (percent or flat discount), Minimum order amount promotions, Item-specific promotions, Item category/Attribute-based promotions, Shipping promotions (free, calculated on net, multiple ship-to addresses), Buy X, Get X promotion.
If you want to create an email marketing campaign, you will first need to create the marketing campaign. Where do you go to do this?
Lists > Marketing > Marketing Campaigns
Where do you go to create a new email marketing campaign?
Lists > Marketing > Create Email Campaigns
What are the three selections you must make when creating an email campaign?
- Select Event Target Group Type
- Select Event Target Group
- Select Event Template
How do you create an email template?
Documents > Templates > Email Templates
What is a Group in Netsuite and what are some features of working with them?
A group is a set of contacts for which you can create groups of records to communicate with a set of individuals. For example, invite a group to a meeting, or create folders in the File Cabinet for a specific group in your organization.
Features:
- Invite everyone in a group to the same event.
- Use the shared calendar to see when the group meets or has other scheduled events.
- Create folders in the File Cabinet that only group members can view.
- Assign cases, leads, and support or sales territories to groups if the Support Group or Sales Group box is checked on the group record.
- Customer, lead and prospect groups can be selected as target groups for marketing campaigns.
What are the three main marketing campaign metrics you should track?
ROI (forecasted revenue) Lead Source (Where are leads coming from) Campaign Response (engagement)
What is Lead nurturing?
A type of campaigns that differs from traditional email blasts. Sometimes referred to as drip marketing campaigns, they use a series of targeted messages sent based on each lead’s response. This enables you to focus on the leads who express interest in your messages, gradually moving them toward conversion.
_________ _________ is the process of using sales territories to assign leads to the appropriate sales rep or sales team
Lead routing
_________ _________ is a set of parameters for how potential customers are assigned to sales reps. They are based on standard and custom fields found on lead, prospect, and customer records, such as name, address, and phone number.
sales rule
_________ _________ _________ first enable sales force and CRM features then you can either use the default template form or customize template with HTML code. Make any necessary changes and link to a web page if needed. Also able to set preference to recognize individuals v. companies
Online customer form
What’s the difference between a Static Group and Dynamic Group?
- Static groups contain specific group members which can be added or removed manually
- Dynamic Groups automatically update group membership based on criteria
