Lead Qualifications

POTENTIAL STOCKISTS MUST MEET THE FOLLOWING REQUIREMENTS TO BE DEEMED A QUALIFIED LEAD.

Refrigeration—Is there adequate space for a core range?

Location--Is it in delivery zone?—crosscheck post code. Is this our demographic and target market? Does this stockist compete with existing retailer or better matched retailer? Get management approval if within 5 km of existing account or lead. 

Access—What are the hours of operation? Loading dock accessibility? What hours can goods be delivered? Are there any issues or restrictions?

General Financial Stability—Does this retailer appear to be stable? Online presence, shelf space, attitude?

Commercial Match—Volume potential--MOQs? Does this retailer carry consumable refrigerated goods (vs, a store which only carries shelf-stable items or supplements)? Are there any barriers to carrying our line (i.e., certified organic only) If they do not carry meat, for example, will the orders constitute appropriate MOQ? Compatible ethos, public presence, reputation?

PROSPECTIVE WHOLESALE CLIENT PROCESS

Make a great first impression! Whether the prospective wholesale customer contacts us via email, web chat or over the phone, this first experience with CKB and L&S will be the foundation of how we are perceived by this potential new account. It is important for all communication to reflect our brand pillars and company principles. It is our goal to communicate the following in the first contact, regardless of format.

• Warmth and Friendliness

• Confidence and professionalism

• Clarity in information and process

• Prompt response to enquiry

The general process is 3-fold:

1. Receive Enquiry–Initial Contact

2. Enter into CRM (Create NEW LEAD–see link)

3. Assign follow-up

Step 1: Initial Contact

The initial contact (by prospective client) will be made through email, web chat, and/or a phone call. As follows, are the steps to responding from each type of enquiry. The following information should be collected in the initial contact, when possible. Email and web chat enquiries may require additional ad hoc research online to obtain this information.

• NAME OF CONTACT PERSON

• POSITION OF CONTACT PERSON WITHIN ORGANISATION

• LOCATION OF BUSINESS WITH ADDRESS AND POST CODE

• MOBILE PHONE AND/OR LANDLINE OF BUSINESS

• HOURS OF OPERATION

Via Email:

• Check the company email inbox regularly.

• Immediately set up a NEW LEAD in the Zoho CRM (link to “Create New Lead” document)

• Upon receiving an enquiry email, and after the NEW LEAD has been set up in Zoho CRM, assign to manager and send acknowledge receipt within 24 hours. Template below.

• Utilise online web searches to obtain any additional information on business and person making enquiry. Include this information in CRM notes.

Use a Standard Acknowledgment Template

Via Website:

• Monitor the website chat enquiry form submissions regularly.

• Immediately set up a NEW LEAD in the Zoho CRM (link to “Create New Lead” document)

• Upon receiving an enquiry via website chat, and after the NEW LEAD has been set up in Zoho CRM, assign to manager and send acknowledge receipt letter within 24 hours. Template below.

• Utilise online web searches to obtain any additional information on business and person making enquiry. Include this information in CRM notes.

Via Telephone:

• Answer calls promptly and courteously.

• If the enquiry comes in via telephone, fill out the "New Wholesale Client Enquiry Form" while on the call.

• Set Up NEW LEAD in Zoho CRM

• Upon receiving an enquiry over the phone, and after the NEW LEAD has been set up in Zoho CRM, assign to manager and send acknowledge receipt letter within 24 hours. Template below.

• Ask for best time to contact

• Read back the collected information to the prospective client to ensure accuracy.

Collect Client Information, create NEW LEAD, and assign to management team:

New Wholesale Client Enquiry Form:

1. Prospective Customer's Name: __________________________________

2. Name of Business: __________________________________

3. Mobile Phone Number: __________________________________

4. Business Telephone Number: __________________________________

5. Email Address: __________________________________

6. Hours of Operation: __________________________________

7. Address of Business: __________________________________

8. Number of Locations: __________________________________

Ownership (Private or Corporate): __________________________________ 

Step 2: Information Verification and Confirmation

• Once NEW LEAD is entered into Zoho CRM, and the lead has been assigned to Yvonne, send a chat box message advising of new enquiry. Confirm the information has been received/acknowledged. 

• If Yvonne is not available, the backup/cross training are with Natalia and Amanda. 

Step 3: Follow-Up

• Track the enquiry and ensure the sales team follows up within a reasonable timeframe. This will be done through Zoho CRM

• Maintain a log of all enquiries and their status for future reference and reporting.

• Manager to make phone contact to discuss if a prospective client is a “Good Match” for us.

• If unable to make phone contact, sms and email are appropriate as alternates to ensure a prompt follow up and response to enquiry.

• Yvonne to make this contact. In her absence, Yogi and Steph may follow up.

Types of Open-Ended Questions to ask potential clients

After a friendly and warm introduction of oneself, ask the following:

1. Tell me about yourself and your business?

2. Where is it (you) located?

3. How did you hear about us?

4. Is there a specific product or line that interests you?

5. How long have you been in business?

6. What do you know about our company and how we operate?

7. Who is your target market?

• ADDITIONAL ROLE PLAY AND TRAINING CAN BE PROVIDED 

By following this structured process, the administrative team can ensure that all prospective wholesale client enquiries are handled efficiently and effectively.

Step 4: Qualified Lead–Application, Pricing and General information (Delivery Days, MOQ, order process)

• During the initial vetting conversation, MOQ, delivery and order process may be discussed, depending on time and tone of conversation. Also, one to two orders will be PRE-PAID in order to establish the account. This will provide time for the accounting department to review the application, and the first pre-paid order indicates financial stability and seriousness of the account. This information may be introduced in initial conversations. It will be documented in the follow-up email, for clarity.

• If the LEAD is a good fit, then we will tick the box in CRM that this is a QUALIFIED LEAD.

• If not a qualified lead, note in DESCRIPTION “Lead NOT Qualified” and the following template is to be sent below. 

Rejection Letter - Wholesale Supply - [Prospective Client Name] Template

• Any and all information about a new client is helpful. Please utilise the notes section to record any helpful information. Note reasons for qualified or NOT qualified.

• Once a lead is qualified, manager will email application, pricing and intro letter with deliveries, MOQ and the order process.

     Wholesale Account Offer - Continental Kosher Butchers - [Prospective Client Name] Template

Step 5: Notification of Ts & Cs (TBD)

Step 6: Converting a lead to an account. (TBD)