Customer Requested Demo

Purpose: pre-screening of a potential customer who has called, sent ticket or has chatted in to ensure that they are qualified to speak with a SRS. Who: the lead engaging in conversation Available to: potential customer that wants more information and potentially get started with Spotio. Goal: to verify inbound leads are appropriately being transferred Demo Pre-screen - six step process Step 1 - greeting and Salesforce verification. Their name. - “may I have your name or the email address you registered with?” Search Salesforce with provided information If in Salesforce - what category do they fall in? Existing Customer - needs support, not sales (move to Step 6) Did trial, not a customer Hasn’t done demo, move to Step 2 Did demo provide the following: “Thanks for the info, looks like you’ve been working with {Sales Executive’s Name}, I’ll have him reach out to you asap.” Not in Salesforce - probe further, move to Step 2 Step 2 - know the Company What company name did you register to If they did not register, move to step 3. You are with {company name}, is that correct? If you cannot find the company name, customer name, email or phone number, move to step 3. Step 3 - individual or team use I couldn’t find your data, but no worries we will get you off onto the right foot. Are you looking to use Spotio for yourself or with your team? Theirself (move into script) -  “Thanks for the info, is there anything in particular that you need help with? Answer their questions and send them in the direction of necessary tutorials they need. Move to Step 6. Team - “Fantastic! How many reps are you currently looking to start with?” 5 or more move to Step 4 Less than 5 move to 6 Step 4 - Get the DETS (Details, that is) “Great, thanks! I’m going to send you over to {Inbound SDR’s Name} who will make sure to get you all the information you need.” Ask one of the following.. “What the best phone number and email he/she can reach you at” “What number should I have her/him reach you at?” Step 5 - impactful & sincere close (5 or more)  “Perfect, keep your eye out for a Texas number, {Inbound SDR’s Name} will be reaching out to you shortly.” “Perfect, I’ll make sure {Inbound SDR’s Name} reaches right back out to you.” “We really appreciate you checking out Spotio. If there’s anything else I or our team can help you with, don’t hesitate to reach out!” Step 6 - impact & resolve (Less than 5) “We really appreciate you checking out Spotio and for reaching out to our Support team to get you started, if there’s ever anything else our team can help you with don’t hesitate to reach out.” “We really appreciate you checking out Spotio for you and your team, if there’s ever anything else our team can help you with don’t hesitate to reach out.” INTERNAL NOTES: Demos are scheduled with an Account Executives that the Inbound SDR will schedule. You will need to transfer the Lead to Designated SDR.   If Lead is in Salesforce Chatted in Copy and paste Salesforce URL of Customer Account in the note of the conversation Make sure you @Mention Inbound SDR in Intercom Note Copy and paste the Intercom URL in the Sales Channel in Slack, and mention Inbound SDR Called in Note call details in Salesforce Copy and paste Salesforce URL of Customer Account in the Sales Channel in Slack, and mention Inbound SDR Created ticket Copy and paste Salesforce URL of Customer Account in ticket notes Copy and paste Salesforce URL of Customer Account in the Sales Channel in Slack, and mention Inbound SDR If Lead is not in Salesforce Chatted in Make sure you @Mention Inbound SDR in Intercom Note Copy and paste the Intercom URL in the Sales Channel in Slack, and mention Inbound SDR Called in Note call details in Salesforce Copy and paste Salesforce URL of Customer Call in the Sales Channel in Slack, and mention Inbound SDR Created ticket Include customer contact information and brief ticket details in ticket notes Copy and paste Lean contact information and brief ticket details into the Sales Channel in Slack, and mention Inbound SDR