Salesloft
How to Text within SL to a prospect or client?
As long as there is a phone number in the "mobile phone" section on a contact level, then you have the options to text that number via the message button found in quick actions.
For prospect accounts, do we add our name in the "SD Representative" field when we are actively working the account?
YES! This is a must if you are working an account, please put your name in the "SD Representative" Field in Sugar!
For prospect accounts, how many days of no outreach efforts do there have to be in order for an account to be "workable", barring that there are recent completed demos on the account?
30 Days! This is the most basic SDR rule here. There has to be 30 days of no outreach on the account as a whole by another SDR in order for the account to be workable.
What is the most basic sales line rule of play?
Once you have gotten 1 sales line demo for the day, back of the line. Only answer future calls if you hear them ring several times in a row.
How long for ENT demo vs TOD demo vs AR demo lenth?
45 minutes for ENT demo and 30 for TOD. This can adjusted in the scheduler now for the two demo lengths. An AR is 45 minutes long
What is the most accurate way to view our call and email metrics?
In SL, then analytics tab, then view report. This report can be adjusted to reflect certain dates and reps.
Dupe Check?
You can and must check for dupes in sugar using the Accounts section and having a general/dupe check filter set built out that you can check by both account name variations AND DOT Number.
For prospect accounts that have had a demo completed recently, how many days do we give the SDR working the account for a reconnect opportunity?
We need to give at least 60 days since the last completed demo, also keeping in mind the 30 day communication rule for SDRs
Sales line rings and prospect wants to book a demo, but prospect has been working with another SDR, what do I do? (Other SDR is unavailable)
If you end up booking a sales line demo for another SDR, ALWAYS get discovery and make sure that the quality of info is as at least as good as you would want for yourself. "Sales Line Golden Rule"
What extra data do we need to show in sugar when booking a TTT Inbound Lead?
In the scheduler, edit the lead source to "website" for reporting purposes. Also, in the demo mod, there is a spot to mark as "Direction" of Inbound since the mod auto populates outbound.
How to listen to call recordings or live calls without being on a call session with a rep or group of reps?
Conversations tab at top of SL then can filter many ways. (zoom demos, calls, live calls, etc.)
Also can use the calls tab at the left hand side of Sl and filter/sort by call recordings from here as well.
How can we tell is a sugar account is a client already?
Account type field, Opportunities currently in a billed status, Tools42 Billing History
When should we NOT schedule a demo for throughout a normal week?
Advisory Meeting Wednesdays at 1:30 cst-2:30 cst, Sales Meeting every other monday 11:00 am cst, Small groups every other monday, transverse of sales meeting, at 1:30 cst, All Hands blocks, or any other time a seller has blocked off on their calendar (without asking).
Driver Calls in with an issue, what do I do?
Explain that they have reached the sales line and for privacy reasons, we cannot access the driver facing system. Have them call back at 877-219-9283 Extension 1 or email drivers@tenstreet.com for help. Tell them that it is important to leave a VM if no immediate answer.
How to view seller calendars if/when the scheduler tool is down and not working to still book demos as a workaround?
You can view and create demo invites via outlook>new Event>Scheduling Assistant> add a few sellers in (within fleet size parameters), if unsure which seller to book with, and see which ones work best for the time needed. You can also utilize the "zoom add-in" via outlook to create and edit the zoom call invite as well.
Can we auto send emails for future dates/times in the purpose of a demo reminder? (Or any other situation really)
Yes, fill the body and subject of the email (template or custom), then press "schedule send" button next to send. From here, you can edit the day and time for the email to actually send so you don't have to take another step to send that day to the prospect or client.
Prospecting Tips within Sugar?
Can Prospect using the accounts filter creator within Accounts (I can go more into detail on this if need be). Can also prospect based on your own previous demos if you have a pipeline of demos built up using the Demos sections in sugar (I can also go more in depth on this if need be)
I want to do outreach on a client account, but don't know the direction to go, what do I do?
If there is even 1% unsureness on what direction to book a client for, ping the advisor on the account to consult with them on the best course of action, since the advisor will know their client the best.
Number calls in with Xchange issues, what do I do?
Tell them that they have reached the sales line and cannot access the xchange network for privacy issues. Refer them to the operations team at network@tenstreet.com for help.
Prospect cancels or reschedules demo time before the demo happens, what do I do?
First, you can adjust the original invite to reflect the new day and time, instead of adding a whole new invite, but you can do the latter too. After you have an invite that reflects the new time, then we will go in and mark the demo module accordingly. If rescheduled, then adjust both the client/seller date and times and mark yes on "rescheduled demo?". It will then reflect a 1 under number of reschedules for that demo module. If the prospect cancels, then you will mark the demo mod as a "no show". NEVER mark the demo mod complete on behalf of the seller. If you are unable to get demo module marked complete by seller, then ping your team lead accordingly.
We book a demo with a contact that is not in SL under the account we are working, while the call recording and call log is under an existing contact name that we will not be demoing with, what do we do?
Create a new contact in SL (with accurate email and phone number), Paste the call notes on new contact, mark the success on new contact, and make sure it lofts correctly over to sugar accordingly under contacts.
Things to make sure are updated in sugar on prospect accounts, especially when we book a demo on the account?
Entity Type, Account type, seller field, SD Representative, Website (If there is one), Discover Notes, Manual Power units, Power Units, Trucks, DOT Number, main Contact attending the demo marked as "Key Contact"
When can I reconnect with a prospect after a completed demo?
It has to be greater than 60 days since the last completed demo to be eligible to reconnect with the prospect.
What chat thread in teams is the go-to chat for any and all sales line related questions or comments?
Inbound Sales Line Chat
If I get discovery information for a demo, where do I put it?
You will ultimately want to put your discovery information in 3 different spots. SL, Sugar account, and demo module.
In SL discovery can be shown in your call log for the demo booked. In Sugar, you will put your discovery and date stamp in the account level discovery notes. In the demo module, put discovery notes in the description at the bottom. This helps the seller with pre-demo routine so they can get the information no matter what platform they are on.