[SOP] Buyer Funnel Call Setters_2024_05_Draft

Objective

• To reduce No-Show rates for the Sales Team Associates by having a first screening call intent on eliminating bad fits, getting a bit more upfront information from the lead to share with the team, setting the lead up with expectations for the call, and encouraging them to show up on time.

Begin

• The process begins when a Call Setter enters the time period of a scheduled lead call.

End

• The process ends once a Call Setter changes the lead owner within the CRM, to the Sales Associate scheduled to hold the call.  

Stakeholders Involved

• Call Setter
• Sales Lead

Explanation of Steps

Pre-Call

1. 5 minutes prior to the start of the scheduled call, locate the lead in Close CRM and change the Lead Owner to YOUR name.  Once done, send the SMS message template <5 Minutes Prior to Call Notification>

2. Next, before the call begins review notes paying attention to:
   1. Amount of $money available to invest
   2. City, State where they are located
   3. Stage in the Acquisition Process

3. If the lead has not shown up to the call by 3 minutes after the scheduled start time.  Send the SMS message template <Lead is Late to Scheduled Call>

4. Call the lead through the Close CRM to attempt to get them on the call.  Leave this voicemail:

• “We were scheduled to start our call a few minutes ago.  Are you still able to attend?  You can attend through the Google Meet link in your calendar, or would you like me to call your cell phone?”

5. If the lead does not respond or join the call within 10 minutes:
   1.  go into Close CRM and change the Lead status to ‘Scheduled Call No-Show’.
   2.  Go into Calendly and disposition the Lead as Scheduled Call No-Show

6. **  If you receive a call cancellation for any appointment, perform step 5 above on all cancellations.

On the Call

1. Introduce yourself to the lead:  

• “Hi <Lead First Name>, I’m <Your Name>, nice to meet you and thank you for attending this call.  Where are you calling from today?”

2. Introduce the purpose of this call:

• “This is going to be a brief call.  My goal is to determine if Acquira is a good fit for you.  If so, we’ll connect you with one of our Accelerator TeamAssociates.  They will quickly try to understand what you’re looking to accomplish, and present our services created to help you succeed.  Sounds good?”

3. Go through our 10 questions and note the responses in your call setter questions document:

1. Are you interested in buying a business?

2. What do you do now – what is your current employment/job status?
   1. Do you own your own business or have you ever?
   2. Have you bought a business before?

3. Have you tried to buy a business before?
   1. How far into the acquisition process did you get / or are you?

4. Have you tried to get an SBA loan before?

The inability to obtain an SBA loan is a hard NO for us and we will not move this lead forward.  This is where you explain  “Our system is optimized for the use of SBA funding without it, we don’t feel this would be a good fit for you.  Continue to follow our marketing content as we are creating content around securing other methods of financing and may provide a better fit in the future.”

• In the Close CRM add a new custom field <Fit> to the lead and Choose BAD.

5. In what area/city/state/states are you looking to acquire a business?

6. What type of business are you looking to acquire?

7. What is your ideal timeline in acquiring a business?

8. How much money do you have available to use in acquiring a business?
   1. What are the sources of those monies?
   2. Can you get money from additional sources if necessary?

If the Net worth is less than $30k and unwilling/unable to raise cash elsewhere – this is a hard NO for us and we will not move this lead forward.  This Is where you explain “There are many people selling programs on how to buy a business with $0 cash, we don’t.  We believe this is an exceptionally difficult route and few succeed.  We don’t want to set unrealistic expectations for you.”

• In the Close CRM add a new custom field <Fit> to the lead and Choose BAD.

9. How long have you been aware of Acquira?

10. Are you aware of our Accelerator product and how it works?
    1. You should have received a link to our Introduction Package when you signed up for this call.  There is a lot of great information in there and it would benefit you greatly to review prior to this next call to generate some questions you can ask our Accelerator Team members.  If they haven’t received it, share now.

4. If you have not declined the lead explain that they are a “Homerun for us” as “You match the type of person which our programs are designed to support, and our team will definitely be able to provide the solutions you are looking for”.
   1. “As I just mentioned the Intro Package, prior to your next call – you will also receive an email detailing our Accelerator product which will be discussed on your next call”.

5. Say to the lead – “The next step is to schedule your call with an Accelerator Team Member”.

6. Attempt to schedule the call ASAP – same day if possible or the next business day.  Go through the available Round-Robin schedule and find the next available time.  Make sure the meeting is successfully scheduled.
   1. You should have just received an email confirmation for your appointment on <date/time>.
   2. Your call will be with <Sales Associate Full Name>.

7. Ask the Lead if they have any questions.

8. Tell them that we prefer to hold these next appointments using Google Meet.  Explain that we may share information on the screen which we can’t do on a phone call.  Tell them that you will share a short 30 second video on how to attend a Google Meet call if there is uncertainty or support needed.

9. Thank them for their time and encourage them to make every effort to attend the call and to review all materials provided before the call.

Post-Call

1. Update all answers and information from the call into the Comments Section in the Close CRM.

2. Send the Bubbles video on Google Meet to the lead if needed.

3. In the Close CRM add a new custom field <Fit> to the lead – let the sales associate grade the lead.

4. Change the Lead Status to Call Scheduled

5. Change the Lead Owner name to the name of the Sales Associate in Close CRM.

6. Change the User to the name of the Sales Associate in Close CRM