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How to move clients through the Sales pipeline

PURPOSE AND SCOPE

The purpose of this Standard Operating Procedure (SOP) is to define the standardized, end-to-end workflow for managing client deals as they progress through the Sales KANBAN pipeline. This document ensures consistent lead qualification, initial engagement, quotation, customization, documentation, and final deal closure, resulting in accurate data capture and a predictable path from inquiry to confirmed booking.

This SOP applies to all Sales Team members responsible for processing new leads that arrive in the KANBAN system. The process begins when a deal is automatically rotated into the New column and concludes when the deal is moved to the Won column after the deposit is received and all necessary booking data is accurately recorded in both the KANBAN system and Ezus.

This procedure covers the following key stages:

  • Lead qualification and initial client contact.
  • Enrollment and use of the standard client sequence.
  • Management of quote iterations and customization.
  • Final documentation collection (Waivers and Questionnaire).
  • Deposit invoicing and final deal renaming/data input.

PROCEDURE

1. New Column (Deal Triage & Qualification)

  1. Deal Arrives: A deal automatically appears in the New column (rotated from Key Travel Builders).
  2. Locate Inquiry: Open the deal and find the client's inquiry (either in the Email/Direct Reach Out or via the Inquiry Form in the Client Card).
  3. Determine Viability: Assess if the lead is viable (based on dates, tour offering, etc.).
    • If NOT viable:
      • Send a follow-up email explaining why the deal is non-viable (e.g., dates, tour type).
      • Move the deal to 'Inquiry Received Off Topic or Unqualified'.
    • If viable: Proceed to Step 4.
  4. Enroll in Sequence: Enroll the client in the proper Sequence 1 - Answering Questions based on the requested tour type.
  5. Customize & Send Email:
    • Select the sequence template.
    • Review the client inquiry and fill in the answers to the supplied questions.
    • Answer any direct/specific questions and offer further information on availability (e.g., off-trail or dorm only) and dates (e.g., early/late season).
    • Send the email to the client.
  6. Move Deal: Move the deal to the 'Initial Information Sent' column.
  7. Input Data & Rename:
    • You will be prompted to input the Trek Type.
    • Rename the deal: Client Name - Trip Type/Code & Helpful Info (e.g., John Bartlett - HR 26 Return Client).

2. Initial Information Sent Column

  1. Wait for Response: The deal stays here until the client responds.
  2. Client Response: Once the client responds and asks questions or shows interest, move the deal to the 'Tour Discussion' column.

3. Tour Discussion Column

  1. Gather Information: Engage with the client to gather all necessary details required for a quotation.
  2. Quote Creation: Once enough information is gathered, follow the process for Quote Creation.
  3. Move Deal: Send the completed quotation to the client and move the deal to the 'Quotation Sent' column.
  4. Input Data: You will be prompted to input the Deal Amount.

4. Quotation Sent Column

  1. Awaiting Response: The deal stays here until the client responds to the quote.
  2. Client Response - Iteration:
    • If the client needs another iteration of the quote or has questions:
      • Answer questions and update the quote.
      • Move the deal to 'Customization Discussion/Quote Iteration'.
      • Continue this loop until the client agrees.
  3. Client Response - Agreement (WON):
    • If the client agrees to the quote and wants to move forward:
      • Send the closing email template which aligns with the agreed-upon Service Level.
      • Move the deal to 'Won Document's Pending'.

5. Won Document's Pending Column (Finalization)

  1. Wait for Documents: Await the client's completion of the waiver and questionnaire (sent via the closing email).
  2. Retrieve & Attach Waivers:
    • Go to Waiversign and download the completed waivers.
    • Attach the waivers and client contact information (from the questionnaire) to the deal card.
  3. Send Invoice: Send the Deposit Invoice to the client (following the Deposit Invoice Process).
  4. Wait for Deposit: The deal remains here until the deposit is received.

6. Won Column (Booking Confirmed)

  1. Deposit Received: Once the deposit is received, move the deal to the 'Won' column.
  2. Rename Deal: Rename the deal using the Name of Group Leader and the Official Ezus Code.
    • Code format: Tour.Year.TourLength.#ofPax.ServiceLevel.#ofStages
  3. Final Data Input: You will be prompted to fill out the following deal information:
    • Amount
    • Start Date
    • End Date
    • Journey
    • Number of Travelers
    • Service Level
    • Gross Margin
    • Ezus Client Space URL (found in Ezus)
  4. Ezus Confirmation: Log into Ezus and ensure the Info tab is filled out as completely as possible.