How to Process Trial Sales for SDRs

Trial Sales Process for SDRs

Authorify | Trial Sales Process for SDRs

Overview

This document outlines how to close a contracted sale in Hubspot. 

Scope & Support Matrix

 

This process document covers the steps on how to collect payment in ABO or Chargify, and how to update your Hubspot deal. This document does not include steps on how to pitch the sale to the lead.

The table below shows the point of contacts and their roles and responsibilities.

 

Role	Responsibility
Bryan James Isip tiffany@authorify.com Sales Manager	Primary escalation point for all deal related issues encountered by the MCs. Engages with the Sales Operations Manager and Finance team to settle a deal related concern, as needed.
Vacant Post Compliance & Process Coordinator	Responsible for the compliance, audit, and distribution of training materials across different processes.
Christine Joy De Castro christine@authorify.com Sales Operations Manager	Escalation contact for all issues not resolved by the SDR Team Leader.

Trial Sales Process

 

This section outlines the process for the SDRs assigned to the Webinar and CTA campaigns. The team’s goal is to convert the leads from these funnels to a trial. 

 

1. A deal is automatically created under the New (Webinar) and New (Offer Page Drop Off) stages whenever a lead registers to a webinar and does not convert to a trial, or is not able to complete the order process online, respectively.
   
   For webinar deals, the deal name shows whether the lead attended, saw the pitch, or missed the webinar. Below is the definition of these deal names:
   
   

1. Webinar Attended - lead joined the webinar but dropped off before the presenter is able to discuss pricing. Leads here may have joined only 5 minutes or only 15 minutes of the webinar. Leads do not have an idea on the trial price point. 

 

1. Webinar Saw Pitch - lead completed the webinar and is informed on the trial price point. 

 

1. Webinar No Show - lead missed to attend the webinar. 

 

1. Check if the lead is already an active member. If so, move the deal to the Signed Up Online stage. No other actions required. This will not be considered a sale for the SDR. Otherwise, proceed to the next step.

 

1. A call task is automatically created and assigned to the SDR. Three new call tasks will be created on the first, second, and fourth day of the lead creation. 

 

1. The assigned SDR must attempt to dial the lead’s phone number listed in Hubspot or Chargify/Stripe account ONLY TWICE for every call task. Dialing the same phone number multiple times will result in tagging your phone number as spam. If lead is reached, proceed to step 6. Otherwise, proceed to the next step.

 

1. After three failed attempts to dial the lead’s phone, the deal may be moved to the Closed Lost stage. 

 

1. Pitch the trial subscription using the appropriate scripts provided by your team leader.

 

1. If the lead agrees to trial, process the sale in ABO using the appropriate offer page. 

 

On instances when the member is not comfortable providing their credit card information over the phone, the SDR may share the ABO offer page with the member. Members who sign up using the unique ABO offer page link of the SDR will be credited as a sale towards the same SDR.

 

1. Schedule an onboarding call for the new member using the CSR Onboarding calendar

 

1. Schedule a coaching call using the correct round robin calendar below:
   1. AFY or Mortgage Trial
   2. RM Trial

 

IMPORTANT Note that not all MCs handle RM or Mortgage calls so it is important to use the correct round robin link based on the type of trial subscription the member has. 

 

1. Update the following properties on the deal you are working on:
   1. Deal name - in most cases, SDRs do not need to update the deal name. But if you are creating a new deal, follow the naming convention below:

 

For sale coming from outbound calls:

1. OB AFY Trial - Member Name - for Authorify trial sale
2. OB RM Trial - Member Name - for RM trial sale
3. OB Mortgage Trial - Member Name - for Mortgage trial sale

 

For sale coming from inbound calls (includes transfers from other support groups):

1. IB AFY Trial - Member Name - for Authorify trial sale
2. IB RM Trial - Member Name - for RM trial sale
3. IB Mortgage Trial - Member Name - for Mortgage trial sale

 

1. Deal Owner - must reflect the name of the SDR who processed the sale

 

1. Amount - ensure that the amount reflects the accurate amount of payment collected. If you used a $1 trial offer page in DMP, put $1 on the deal

 

1. Authorify Product - update to Trialing if sold an AFY trial

 

1. Referral Marketing Product - update to Referral Marketing $7 Trial if sold an RM trial

 

1. Mortgage Product - update to Mortgage Premium Membership if sold a Mortgage trial

 

1. Pipeline - for webinar deals, the deal must be moved to the Authorify pipeline. For CTA deals, no change is required.

 

1. Move the deal to the Closed Won stage. This must be the last step when closing a trial sale. After moving the deal to this stage, no other change must be done to the same deal. 

Deal Management Guidelines

 

This section shows when to use the different deal stages across trial pipelines. 

 

Deal Stage	When to Use
New	Trials who did not schedule an MC introduction call are automatically placed under the ‘New’ stage.
Working Schedule Appointment	Deals are manually moved here when an SDR fails to connect with the member and schedule a coaching call.
Declined Coaching Call	Deals are manually moved here by an SDR after three (3) unsuccessful attempts to connect with the member, or when the member explicitly refuses to schedule an introduction call with the MC.
Appointment Scheduled	Deals are automatically set to this stage when a new trialing member schedules an introduction call during the onboarding process.  Deals may also be manually moved to this stage when an SDR is able to schedule (for those who dropped off the onboarding page)  or reschedule a no show appointment.
Endorsed to Trial Onboarding	Used when the member is endorsed to trial onboarding for book setup.
No Show	Deals are manually moved here when a member misses a scheduled appointment.
Discussion In Progress	Deals are manually moved to the ‘Discussion In Progress’ stage when the MC successfully completes the introduction call and is in the process of negotiating with the member without a scheduled follow up call.
Follow up Appt Set	MC successfully completes the introduction call and is in the process of negotiating with the member with a scheduled follow up call.
Pending Quote	Used when a member agrees to sign up to a contracted membership and MC is waiting for the signed quote.
Extended Trial	Deals are automatically moved to this stage when the member was granted an extended trial/FCC
Closed Won	Deals are manually moved to this stage when a quote and/or payment is successfully collected for a subscription change.
Closed Lost	Deals are manually moved here when the sales process ends without closing any sale.  Deals may also be manually moved here if the member cancels their subscription during their trial period.

Zero Tolerance Policy

 

To ensure compliance and consistency of work quality, below are behaviors which will not be tolerated and may result in the termination of your employment.

 

1. Data manipulation. This refers to tampering or falsification of any Hubspot or Stripe information which may or may not result in financial gains such but not limited to:

 

1. Updating the ‘Appointment Set By’ property with your name without a confirmed booking appointment with the member. 

 

1. Falsifying an endorsement to a Marketing Consultant. 

 

1. Moving a deal to Closed Won without collecting the payment from the customer.

 

1. Deleting a deal or deal information that affects the validity of the deal.

 

1. Incorrectly claiming a sale. 

1. Fraud. Illegal collection, use, and or distribution of PII such as members’ name, email address, address, and credit card information.

Glossary of Terms

 

1. Active deal - refers to a deal not in Closed Lost nor in Closed Won stage. 
2. MC - Marketing Consultant or Marketing Consultant Owner. This is the role assigned to a sales representative. 
3. SDR - Sales Development Representative, also known as appointment setters

Document Approvals

 

Name	Role	Date Approved
Christine Joy de Castro christine@smartagents.com	Author	12-Jan-2021
TJ Carrender tj@smartagents.com	Approver	21-Jan-2021

Version History

 

Version No	Version Date	Revision History	Approved By
1.0	8/28/2024	Derived from the SDR Playbook.	Cj de Castro