Sales playbook
A practical follow-up routine for busy sales teams
Give every enquiry an owner, record useful notes and agree a clear next step with the customer.
By EngageNet Team · 2 min read
Start with one responsible salesperson
A new enquiry needs a clear owner. Before someone calls the customer, check whether another salesperson is already handling the opportunity. Keep the enquiry source and customer requirement with the record so the conversation starts with context. A repeat enquiry may be a new purchase requirement; do not assume every matching phone number means the opportunity should be deleted.
Write notes that help the next conversation
After each conversation, record the product discussed, the customer question and what you agreed to do next. “Send the revised quotation for 20 units on Friday” is more useful than “interested”. Keep notes factual and avoid adding personal information that is unrelated to the sale.
Agree a date and a specific action
Ask when the customer would like to hear from you again. Record the next follow-up date and update the lead stage after the conversation. Separate an unanswered call from a request for a revised quotation: the next action is different. If the customer asks you to stop contacting them, respect that request.
Review the list before starting the day
Look at leads without a follow-up and work through the relevant follow-up categories. Prioritise promises you made to customers, then review enquiries that still need a first conversation. When ownership changes, make sure the new salesperson understands the notes and outstanding commitments.
Put the routine into EngageNet
EngageNet lets your team assign leads, record follow-up notes, set the next follow-up date and review lead stages. Salespeople work with their assigned records according to their permissions, while company admins can review company records. Start with a short daily review and consistent notes before adding more complex processes.