CRM System ENG

Question 1

The life cycle of a lead

Answer 1

New Deal -> (if no answer, transfer to Call Back, and set a task for tomorrow.
redial) –> day 2, redial via WhatsApp or telephony.
(no answer, set a task for tomorrow to redial) –> day 3, try to
to contact again. If the client has not contacted us, the maximum time we can
can expect a response is 7 days. After that, the transaction is closed on ignore.

Question 2

What’s the first step when you get new deals?

Answer 2

The deals you handle must be synchronised, in the
the phone book on your work phone;

Question 3

What is the mandatory rate of processing new deals per day?

Answer 3

All new deals received for the day must be processed by the end of the day in full.

Question 4

What is the compulsory rate of Call IP telephony, including the number of calls per day

Answer 4

The norm with Call IP telephony is 30-40 calls per day.

Question 5

What procedure should be followed when processing each transaction in the CRM system?

Answer 5

You need to check every transaction for duplicates in the CRM system.

Question 6

How to process call bak deals with the date of the last deal exceeding 7 days?

Answer 6

In case of deals, where the date of the last deal exceeds 7 days, you should send a repeated message and try to call by Call IP telephony. In case of no answer, the deal can be closed on ignore by sending a message to the mail with your phone number

Question 7

How should I proceed if a deal in QUALIFICATION status has a last trade date of more than 10 days?

Answer 7

It is necessary to dial a client and create an agreement with him. If the client plans to make payment later, transfer it to CONDITIONAL REFUSAL and set the task.

Question 8

What are the requirements for transactions in WAIT FOR DOCS status?

Answer 8

Deals of this status should have full information in the notation about the client, a stated value, and a task set with an agreement on when the client will send the documents.

Question 9

What should be in deals with a GET DOCS status?

Answer 9

Deals of this status should have full information in the notation about the customer, a stated value, and a task with an agreement on when the customer will pay.

Question 10

How should deals with Call back status be processed?

Answer 10

Call backs should be cleaned up immediately and attempt to create contact with the customer using all available means such as WhatsApp text, telephony and email

Question 11

What tools should I use when processing deals with Call back status?

Answer 11

When handling Call back, you should use text to WhatsApp, telephony and mail to create contact with the customer.

Question 12

What to do if after sending a repeated message and attempting to call via Call IP telephony no response is received from the client?

Answer 12

If there is no response, you can close the deal on ignore and send an email with your phone number for possible follow-up contact with the customer.

Question 13

What steps should a manager take before calling a new Lead under the first rule?

Answer 13

It is the manager’s responsibility to check the new Leed to see if there is a double.

Question 14

What happens if a manager didn’t check the Lead for a double and it turns out to be another manager’s Lead?

Answer 14

If a Lead turns out to be a double of another manager, he/she will become the responsibility of the manager who originally registered that Lead.

Question 15

How is it determined which manager will handle the Lead if multiple managers are handling the same customer, according to the third rule?

Answer 15

If several managers work with the same client (we close those that
later started to work or in individual cases those who received more response from the
response from the client, not just counselling, and the manager receives compensation in the form of additional leads.
additional leads, who should have worked with the client first.

Question 16

What if a Lead has left an application on two parallel projects, as described in the fourth rule?

Answer 16

It is necessary to close the deal either with yourself or pass the team leader to close it with the other team, determining who the deal is for by the time the deal was created, including minutes and seconds.

Question 17

What should be done if a client has left a request in more than one project, according to the fifth rule?

Answer 17

Individual requests for each client project are treated as separate requests rather than duplicates

Question 18

What is proposed to be done if the duplicate is in CALL BACK status with the manager for more than 15 days under the sixth rule?

Answer 18

The Manager should notify and liaise with the manager of the reapplication. Managers can then agree who will handle the deal.

Question 19

What steps are taken in a CONDITIONAL REFUSAL transaction if more than 30 days have passed and the customer has left a reapplication under the seventh rule?

Answer 19

In such a case, the reapplication can be taken up by notifying the manager who had the transaction in CONDITIONAL REFUSAL.

Question 20

What if there is a transaction in certain statuses (QUALIFICATION, WAIT FOR DOCS, GET DOCS, SARAFAN, PREPAYMENT, Successfully REALISED) and the customer has left a new request?

Answer 20

The manager must close the duplicate and notify the team leader or manager responsible for that transaction in the specified status.

Question 21

What to do with a duplicate if it is in closed status, other than a conditional waiver and buy later, under the ninth rule?

Answer 21

You can work with a duplicate if it is in closed status, except in cases of conditional rejection or buy later.

Question 22

What is done if the duplicate is in MESSENGER or CALL IP TELEPHONE status for more than 15 days without comments or notes, according to the tenth and eleventh rules?

Answer 22

In such cases, the duplicate is taken if there are no comments or notes for more than 15 days in the MESSENGER or CALL IP TELEPHONE status.

Question 23

If the customer’s phone number looks like ‘123456’ or ‘000000’ and similar, to what status do we close the transaction?

Answer 23

close on the wrong number and send a message to the post office.

Question 24

Customers who are not in the target audience (e.g. looking for a job or they are not interested in our services at all), to what status do we close the deal?

Answer 24

are closing in on Non-CA status.

Question 25

If a new lead stops responding, to what status do we close the deal?

Answer 25

put it on ‘ignore.’

Question 26

If after discussion the customer suddenly changes their mind, to what status do we close the deal?

Answer 26

indicate the status of ‘changed my mind.’

Question 27

Conditional refusal - if the client does not give a specific start date and promises to return in a year or two. If you consider it important to maintain contact, and what status do you transfer the deal to?

Answer 27

move it to ‘Conditional Refusal’ status and make sure to create
a task to track.

Question 28

If there has been no communication with the new lead (no response to messages and calls) - put a status?

Answer 28

‘No contact was made.’

Question 29

If a new lead doesn’t have WhatsApp?

Answer 29

transfer it to Call IP and make the call.