If an opportunity for a parts or service sale is identified during your service & support call, it is important for you to offer a solution to the customer. At this point, a new opportunity should be created which is a way to track the opportunity to a potential closed sale.
Opportunities will be created from the Opportunities view. The following table will provide details on the important fields contained within this view. The S&S Opportunities Team will use additional fields at the end of the list when the opportunity is closed.
Note: These steps begin at the end of your call when you are on the SR/Activities screen.
Copy the Service Request number by highlighting the SR # and pressing CTRL-C.
Access the Service Profile screen for the account for which you want to create an opportunity.
Note: Options for returning to the Account Service Profile view:
Use the History Back Drop-down box if you were previously on the Service Profile screen for the account associated with the opportunity.
If this Service Request has related activities, click on the Account hyperlink to drill down on the activities list applet.
If the above are not an option, copy the Account Name and search based on Account name using the Search center.
Click on the Opportunities view tab.
Note: The Accounts/Opportunities view will appear.
Click on the
button on the Opportunities screen.
Paste the Service Request number into the Name field by pressing CTL-V.
Enter the product or service in which the customer is interested, in the Description field.
Select 1. Qualification from the Sales Stage drop-down list.
Click on the
Select button at the Sales Team pick-list to display the Sales Team members dialog box.
Note: Opportunities are based on positions rather than individual users, therefore when you get to the Sales Team Members pick-list window, your name or one of your teammates names will be listed and marked "Primary".
Your "Position" will remain the "Primary" for this opportunity and you will complete the following steps to add the "Position" of S&S Opportunity Sales to this opportunity.
Click on the
button.
Note: All the Sales Teams will be listed.
Select Position from the Find drop-down list.
Enter S&S Opportunity Sales in the starting with field.
Note: For Country Service - You will need to search for "your store name" in the starting with field. For example, you will enter Cedar Rapids IA Service Representative.
Click on the
button.
Highlight that position and click on the
button.
With the S&S Opportunities position highlighted, click on the
button to return to Accounts/Opportunities view.
Transfer the caller to the Opportunity Sales Group and you are ready to move on to your next call.
Caution: When transferring the call to the S&S Opportunity Sales Team, enter the SR number populated in the opportunity Name field when prompted by the IVR message. This will allow the receiving representative to have that opportunity pulled up as they answer the call.
Caution: Country Service will not be "warm" transferring to the S&S Opportunity Sales Team.