What matters
The commercial team should identify the service being sought, scheduling needs and information required for assessment. Keep that request separate from technical conclusions that belong to the responsible service professional.
Put it into practice
- Confirm the requested service
- Record scheduling and assessment needs
- Explain the next contact step
An example in practice
A customer asks about detailing and availability. The team clarifies the request and records the appointment decision instead of treating every question as a completed booking.
What to track
Track qualified requests and confirmed appointments.