Interactive SOP for Helping Salespeople Effectively Utilize Their Account Team
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As an Account Executive, you likely have an entire account team assisting you with any given account. Support, Customer Success, and Solutions Engineers all have their own unique roles in maintaining a customer.
It can be difficult to stay on top of who is responsible for what, and who the right resource to bring in for any given situation might be.
This Text Blaze snippet helps salespeople determine the right next step when bringing in additional resources to help. This SOP is modeled after the real process and team responsibilities the author's company uses for salespeople.
Sales Assistance Routing SOP
Sales Assistance Routing SOP
{note}Is this a troubleshooting (break/fix) question? {formmenu: ; yes; no; name=q1}{if: q1=yes}
{error: Forward the request to Support for them to actively troubleshoot the request}{elseif: q1=no}
If this a prospect or a closed customer? {formmenu: ; prospect; closed customer; name=custtype}
What is the customer's question about? {formmenu: ; general functionality; integrations; billing; renewal; setting up specific features; additional demo request; name=topic}{endif}{if: q1=no and topic="general functionality" and custtype="prospect"}
{error: Sales reps are responsible for these types of questions for prospects, so please reply to them directly. If you need assistance crafting the message or need clarification about the functionality in question, engage support.}{elseif: q1=no and topic="general functionality" and custtype="closed customer"}
{error: Because this is a closed customer, loop in their Customer Success Manager (CSM) for assistance. If you're not sure who that is, check the Account in Salesforce.}{elseif: q1=no and (topic="integrations" or topic="setting up specific features") and custtype="prospect"}
{error: This type of request is handled by Solutions Engineers. Check Salesforce to see which SE is assigned to this account, and circle them in.}{elseif: q1=no and (topic="integrations" or topic="setting up specific features") and custtype="closed customer"}
{error: Because this is a closed customer, loop in their Customer Success Manager (CSM) for assistance. If you're not sure who that is, check the Account in Salesforce.}{elseif: q1=no and topic="billing" and custtype="prospect"}
{error: Sales reps are responsible for these types of questions for prospects, so please reply to them directly. Ask your manager for guidance and pricing approval where required.}{elseif: q1=no and topic="billing" and custtype="closed customer"}
{error: Customer Success Managers are responsible for these types of billing questions. Involve the CSM for assistance. If this becomes a negotiation, they may ask you to step back in for further assistance.}{elseif: q1=no and topic="renewal"}
{error: Customer Success Managers are responsible for renewals. They may ask you to stay involved, but circle in the CSM to lead this process.}{elseif: q1=no and topic="additional demo request" and custtype="prospect"}
{error: Sales reps should run all demos for prospects, so please set up time with the customer to run them through the demo. If you expect there to be technical deep-dives required, circle in the Solutions Engineer. You can see which SE is assigned to this account in Salesforce.}{elseif: q1=no and topic="additional demo request" and custtype="closed customer"}
Is this demo request for more users under the existing use-case, or would this be for a new group of stakeholders / a new use-case? {formmenu: ; existing use-case; new use-case; name=demotype}{endif}{if: q1=no and topic="additional demo request" and custtype="closed customer" and demotype="existing use-case"}
{error: Customer Success Managers are responsible for demos of this type. They may ask you to stay involved, but circle in the CSM to lead this demo.}{elseif: q1=no and topic="additional demo request" and custtype="closed customer" and demotype="new use-case"}
{error: For potential expansion, the Sales rep should run this demo. Include the Customer Success Manager for the account. Also bring in the Solutions Engineer if a technical deep-dive will be required. The CSM and SE for the account are both listed in Salesforce.}{endif} {endnote}
{error: Forward the request to Support for them to actively troubleshoot the request}{elseif: q1=no}
If this a prospect or a closed customer? {formmenu: ; prospect; closed customer; name=custtype}
What is the customer's question about? {formmenu: ; general functionality; integrations; billing; renewal; setting up specific features; additional demo request; name=topic}{endif}{if: q1=no and topic="general functionality" and custtype="prospect"}
{error: Sales reps are responsible for these types of questions for prospects, so please reply to them directly. If you need assistance crafting the message or need clarification about the functionality in question, engage support.}{elseif: q1=no and topic="general functionality" and custtype="closed customer"}
{error: Because this is a closed customer, loop in their Customer Success Manager (CSM) for assistance. If you're not sure who that is, check the Account in Salesforce.}{elseif: q1=no and (topic="integrations" or topic="setting up specific features") and custtype="prospect"}
{error: This type of request is handled by Solutions Engineers. Check Salesforce to see which SE is assigned to this account, and circle them in.}{elseif: q1=no and (topic="integrations" or topic="setting up specific features") and custtype="closed customer"}
{error: Because this is a closed customer, loop in their Customer Success Manager (CSM) for assistance. If you're not sure who that is, check the Account in Salesforce.}{elseif: q1=no and topic="billing" and custtype="prospect"}
{error: Sales reps are responsible for these types of questions for prospects, so please reply to them directly. Ask your manager for guidance and pricing approval where required.}{elseif: q1=no and topic="billing" and custtype="closed customer"}
{error: Customer Success Managers are responsible for these types of billing questions. Involve the CSM for assistance. If this becomes a negotiation, they may ask you to step back in for further assistance.}{elseif: q1=no and topic="renewal"}
{error: Customer Success Managers are responsible for renewals. They may ask you to stay involved, but circle in the CSM to lead this process.}{elseif: q1=no and topic="additional demo request" and custtype="prospect"}
{error: Sales reps should run all demos for prospects, so please set up time with the customer to run them through the demo. If you expect there to be technical deep-dives required, circle in the Solutions Engineer. You can see which SE is assigned to this account in Salesforce.}{elseif: q1=no and topic="additional demo request" and custtype="closed customer"}
Is this demo request for more users under the existing use-case, or would this be for a new group of stakeholders / a new use-case? {formmenu: ; existing use-case; new use-case; name=demotype}{endif}{if: q1=no and topic="additional demo request" and custtype="closed customer" and demotype="existing use-case"}
{error: Customer Success Managers are responsible for demos of this type. They may ask you to stay involved, but circle in the CSM to lead this demo.}{elseif: q1=no and topic="additional demo request" and custtype="closed customer" and demotype="new use-case"}
{error: For potential expansion, the Sales rep should run this demo. Include the Customer Success Manager for the account. Also bring in the Solutions Engineer if a technical deep-dive will be required. The CSM and SE for the account are both listed in Salesforce.}{endif} {endnote}
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