Receiving Applications and Leads from Potential Clients

Clients usually will come to you via either a referral, the internet (Adwords or Facebook, etc), or from other sources of local advertising like flyers, etc.

Let’s go through the inbox now, the ways that clients may contact you and how to deal with each different type of enquiries so you get a feel for the email templates we use and the processes to ensure that you maximise every potential customer

1.     Contact forms, Landing Pages & Enquiries – These are classified as leads

2.     Long Applications

3.     Attachments that match previous long apps

Leads (Contact forms, Landing Pages & Enquiries)

Types of leads

We treat all types of leads the same when responding- Please see an example of each type of lead below:

Contact Form


Landing Page

Quick Enquiry.

When you receive a lead you should first check that they client hasn’t already completed an application. The client will be asked complete an application when they submit their lead by an automated notification generated from the website as below. If they have already completed an application form we do not need to respond to the lead

Responding to Leads

To respond to any type of lead we need to follow the below steps

1. Receive Landing Page, Contact Form or Enquiry form from the client ( examples above- lets work on Christoper Dunning's Landing Page from before)

2.Find Correct template in SHORT FORM TEMPLATES

3.Find the appropriate Template Category – ie : Washing Machine would be listed in Laundry then Select either the product the client has listed or if there is a whole category that applies ie they have listed TV and PlayStation send them the Home Entertainment template.

4. Remove the "FW:" in the subject line and delete the email info above the greeting (FWD etc) (Don't forget to change the subject line of the email to reflect its' contents).

5. Change the customer's name in the template to the right one.

6. It is important to check name change and product details - please read any correspondence thoroughly prior to sending it to the client.


7. Send to the customer

8. Put application form email into folder To be called – which you can follow up later in day or afternoon with a call.

Applications for New clients

The most important things to note firstly with applications is if the client has identified as a current customer- if they have answered yes to this question you will need to search on database to check this (this is explained in the next step)

To respond to an Application for a new client we need to follow the below steps

1.Receive Application form from the client (As above)

2. Select Template from SHORT FORM TEMPLATES and Find the template “DOC’S REQUIRED – Re: your application”

3. Click the forward button up the top menu bar to forward the email.

4. Remove the "FW:" in the subject line and Delete the email info above the greeting (FWD etc) (Don't forget to change the subject line of the email to reflect its' contents, remove the Documents Required leaving the Re: your application).

5. Change the customer's name in the template to the right one.

6. Enter the product the customer is interested in by copying from the products wanted on the application form Don’t include price or model number in case of stock availability or price changes.

7. It is important to check name change, product details - please read any correspondence thoroughly prior to sending it to the client, to ensure all details are correct.

8.  Send to customer

9. Put application form email into folder To be called – which you can follow up later in day or afternoon with a call & SMS

Applications for Current clients

To respond to an Application for a Current client we need to follow the below steps

To check if this is current client you will need to search from the home page of database-

1. If the customer is a current client (As above) they will also show which franchisee they belong to. You will need to contact this franchisee or head office directly to get the relevant information for the customer ie: previous documents and credit checks etc

NB: If the client is not on the database you can treat them as a New Client Application Form and follow the steps for this process

2. Once you have received the client’s documents from the original franchisee/head office you can then follow the re-order approval steps (see Re-order Application Module) and set up a client enquiry into the database