What matters
A customer may describe an issue, a planned replacement or maintenance interest. The sales team should record that context and route the next step appropriately without diagnosing technical work through a generic commercial message.
Put it into practice
- Record the customer’s stated need
- Identify the appropriate next assessment
- Confirm who will follow up
An example in practice
A customer asks about a planned replacement. The team records the inquiry and arranges the next assessment rather than treating it as a confirmed installation sale.
What to track
Track request types and completed commercial handoffs.