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Outline

Now that we’ve ensured our software is ready for Lead Management, it's time to dive into using the Sales Pipeline.

Before we begin, however, let’s take a moment to clarify something. So far, you’ve heard individuals referred to as “Prospects” and “Leads”. These terms are interchangeable, and both refer to someone who has shown interest in your business but has not yet made a purchase substantial enough to qualify them as a long-term client. Going forward, we will be referring to these individuals solely as “leads”.


Lead Management location

First, let’s find the Sales Pipeline. From the Home tab, click Dashboard. On the side bar, click Lead Management. This will take you to the Sales Pipeline.


Sales Pipeline

As you may have noticed, the Sales Pipeline is just another way to view your business’ sales funnel – with each stage represented by a column.


Column headers

The circled numbers by each column header indicate the number of leads in that column. Leads are represented by opportunity cards, which are listed in the column for their current stage.


Lead Type filter

You can use the Lead Type menu to filter the Sales Pipeline to only show leads that are assigned to a specific sales rep, leads that aren’t assigned at all, or leads that do not yet have a goal assigned. We’ll discuss how to assign a lead to a sales rep and how goals work later in this lesson.

Likewise, you can use the Date range to filter the Sales Pipeline to only show leads that were added within a specified time frame.


New Leads

Assuming you’ve configured your site settings as we did in the previous activity, any newly created client profiles will automatically be added to the New Leads column.


Adding a new lead

If you need to add a new lead that doesn’t already have a Client Profile in the software, simply add a new client using the Search for Client bar in the upper-left corner of the screen. Make sure they’re marked as a prospect. When you refresh the Sales Pipeline screen, the lead's opportunity card will be listed under the New Leads column.

Keep in mind: If a lead’s email address is not collected when adding them to the software, they may not appear in the Sales Pipeline as a lead. Please make sure to collect each client’s email address when adding them to the software.

If you need to add a lead that already has a Client Profile in the software, search for that lead in the Search for Client bar, open their Client Profile, and complete the following steps.


Creating a lead from an existing client

  1. Open the Edit Name window
  2. Check Prospect
  3. In the confirmation wiindow that appears, click OK
  4. Open the Prospect Information window
  5. Under Prospect Stage, select New Lead
  6. Click Save

If the lead is already marked as a prospect in their Client Profile but is still not appearing in the Sales Pipeline, you may need to unmark them as a prospect and then re-mark them to re-sync their profile with Lead Management.


Refreshing lead status for an existing prospect

  1. Open the Edit Name window
  2. Uncheck Prospect
  3. Re-check Prospect
  4. In the confirmation wiindow that appears, click OK
  5. Open the Prospect Information window
  6. Under Prospect Stage, select New Lead
  7. Click Save

Please note: Every time the above process is completed, a new opportunity card will be added to the Sales Pipeline. You can do this process more than once if you'd like to track multiple opportunities for a single lead. Because there is currently no way to delete an opportunity card from the sales pipeline, be sure you want to add a new opportunity card for a lead before completing these steps.


Contact Made


Lead Management location

Once you’ve made contact with the prospect, be it in person, over the phone, or electronically, you can move the client’s opportunity card to the Contact Made column.

It’s at this point that you’ll begin tracking communications with the lead, setting sale goals, and assigning follow-ups. You can do this by clicking the lead’s opportunity card, which will open the opportunity details window.


Opportunity card details


Opportunity Card - Account Details

From any tab in the Opportunity Card details, you can access the lead's Client Profile screen or the Retail screen by clicking their respective icons in the upper-right corner of the screen.

Account details

Account Details is the first screen you’ll see, and gives a brief summary of the lead and their preferences. Required fields that haven’t been filled out yet will be highlighted in blue. Let’s take this opportunity to fill in this lead’s information.


Opportunity Card - Account Details

  • Goal
    • The Goal is the pricing option you intend to sell to the lead. If the lead is new, this may be an intro offer. The goal can be changed at any time, so for example, you can switch the lead’s goal to a monthly unlimited subscription once they’ve purchased an intro offer.


  • Stage in pipeline

    • If you don’t want to click and drag the lead’s opportunity card to a new stage in the pipeline, you can change their stage using the Stage in pipeline drop-down menu.


  • Channel

    • The Channel refers to the method the lead used to first contact the business. By tracking which channels your leads first made contact through, you’ll be able to see which channels attract leads that are more likely to convert to clients.


  • Assigned to

    • Use the Assigned to menu to assign the lead to a sales rep.


  • Contact details

    • While a lead’s email address can’t be edited in this window, the phone number can be. You can then select which is the client’s preferred communication method.


To the right of this information, you’ll find the lead’s Activity Logs. These are automatically populated by the software, and give you a snapshot of the lead’s past and future activity with the business.

Once you’ve completed filling out the lead’s account details, you’ll be ready to move on to the Follow-up Tasks tab.

Follow-up Tasks

The Follow-up Tasks tab is where you’ll track and manage all touch points with the lead. To create a follow-up task, simply fill in the required information.


Creating a follow-up task

  • Preferred method of contact
    • The Preferred method of contact is automatically populated with the information from the lead’s account details. However, you can change that here if the specific follow-up task calls for a different method of contact.


  • Assign to

    • The Assign to field will be automatically set to the same sales rep as the lead’s account details but can be changed for individual follow-up tasks. Keep in mind: while you can assign follow-up tasks to a different sales rep in this menu, only the primary sales rep as selected in the Account Details tab will see the opportunity card in their Sales Pipeline.


  • Follow-up date & time

    • The Follow-up date & time fields are the date and time this task should be completed by. This information will be indicated on the lead’s opportunity card in the Sales Pipeline.


Lastly, you can add comments to the task for additional detail. When you’re finished, click Create to publish the follow-up task.

Some tasks will take multiple steps, or multiple attempts to reach the prospect. As the task progresses, you can update the comment section of the follow-up task with new information.

Editing a follow-up task

Please note: updating the comment section will overwrite the previous comment. If you want to add to the existing comment, be sure to copy and paste the previous comment into your new comment before updating.

We’ll discuss the Timeline tab later. For now, let’s return to the Sales Pipeline.


Follow-up tasks in the Sales Pipeline


Opportunity Card - Follow-up task

As you can see, the follow-up task we made has been highlighted on the prospect’s opportunity card with an icon signaling the preferred contact method and the due date and time.


Opportunity Card - Expired follow-up task

Once a follow-up task has become past due, its marker on the opportunity will turn red and the icon will become an alert sign.


Trial started/completed

Next, let’s say a lead has purchased an intro offer or entered a similar trial period. You can update the lead’s stage in the Sales Pipeline either by editing the Stage in pipeline field in their opportunity card’s account details or by simply clicking and dragging their opportunity card into the Trial started column.


Opportunity Card - Follow-up task

Once a lead has been placed in the Trial Started column, a 15-day timer will appear on their opportunity card. It’s important to note that this timer is not related to the duration of any pricing option. Instead, it's simply there to track the number of days it takes for the sales rep to convert the lead into a committed client.

When the prospect has completed their trial period, move them to the Trial Completed column.


Won


Opportunity Card - Moving to Won

If you try moving an opportunity card to the Won column when the lead has not yet made a qualifying purchase, the card will be bounced back to its previous placement and you will see an error message.

Once a prospect has made a qualifying purchase, their opportunity card will become able to be moved to the Won column.

Keep in mind: in order for the purchase to be qualifying, it must be made with a cash-equivalent payment method. Free purchases or purchases made on account credit will not count.


Abandoned

At any point, if the prospect is no longer engaging with the business, their lead can be abandoned by moving their opportunity card to the Abandoned column.

Likewise, a lead can be brought back into the Sales Pipeline at any time by moving their opportunity back into the appropriate column.


Timeline

Let’s go back to a lead’s opportunity card and open the Timeline tab.


Opportunity Card - Timeline

The timeline provides a broad picture of a lead’s history in the Sales Pipeline. It tracks all lead activity within the Sales Pipeline, including when the lead changes opportunity stages, adds follow-up tasks, or is abandoned.

You can filter the timeline to only show Follow-up tasks, user-generated milestones (when a lead’s stage is changed), and system-generated milestones (when the lead is created).

To see more details on an event, click its entry on the timeline.


Now that you have an understanding of how to manage and edit leads in the Sales Pipeline, you’re ready to begin using Lead Management to guide your business’ leads toward becoming committed clients.