How quickly should I reply to a sales enquiry?

The same working day. If you cannot give an answer yet, reply to say when you will, and ask one question to keep the conversation going.

What questions should I ask a new lead?

What they need and why, when they need it, their budget, who decides and pays, and whether they are comparing suppliers.

When should a lead become an account in easySales?

When it is real business — they want a quotation or a visit. Convert it then, and the person becomes the account's first contact. See Convert a lead.

Can I undo a lead conversion?

No. A lead converts once and cannot be converted again, so choose the target carefully.

How do I track where my customers come from?

Choose a Source on every lead and read the Source column on the Leads list. Everyone picks from the same list, so the column stays easy to compare.

Should I send a price on the first call?

Only for a simple, standard job. For anything else, ask your questions first; a price that misses the real need is a price you will have to revise.

First contact

Copy for AI

The first contact decides a lot: how quickly you answer, what you ask and whether you leave with a clear next step. This article covers what to do when an enquiry arrives — by phone, email, a web form, a referral or a trade show — and how to keep track of it in easySales. It is the first step of the sales playbook.

Good practice

Reply the same working day. A customer who sends an enquiry often sends it to several suppliers. The first to answer with a useful question, rather than a brochure, is the one they remember.

Note where they came from. A referral, a repeat customer, a web search or a trade show tells you what they already know about you. Over a few months it also tells you which source brings the customers who actually buy.

Ask before you price. Five questions sort most enquiries:

What do you need, and what problem does it solve for you?
When do you need it by?
Have you set a budget, even a rough range?
Who else is involved in the decision, and who approves the payment?
Are you comparing other suppliers?

Decide whether it is worth pursuing. A clear need, a date and someone who can decide make a real prospect. “Just send me a price” with no date and no decision maker is worth a short reply, not a day of work on a detailed quotation.

Leave with a next step and a date. A site visit, a call with the person who decides, or a date by which you will send the quotation. Say it aloud and confirm it in writing.

Do it in easySales

Record the enquiry as a lead: New lead above the Leads list. Fill in the Name, Company and how to reach them, and choose the Source, such as Referral or Web form. If a source you need is missing, an administrator can add it to the list.
Log the first call or email on the lead’s Activities tab as a communication. Tick Also create a next-step task and give it a Next step and a due date. See Events and communications.
Use Status for where the lead stands: New, Contacted or Qualified. A lead that goes nowhere becomes Disqualified, with a Disqualification reason.
When it is real business, select Convert lead at the top of the lead. Convert it into a Business account — the person becomes its first contact — or into an Opportunity on an existing account for a customer you already have. See Convert a lead.
On the new opportunity, enter the Sales Value you expect and the Expected Close Date, so it counts in your forecast.

If the enquiry comes from a customer you already have, skip the lead: start an opportunity on their account, or a quotation straight away.

Templates you can use

Replying to a web or email enquiry

Hi [Name], thank you for getting in touch about [the kitchen renovation]. To give you an accurate quotation, could you tell me a little more: roughly when you would like the work done, the size of the space, and whether you have a budget in mind? If it is easier, I can call you — would Thursday afternoon suit you?

After a first call

Hi [Name], thank you for your time today. As discussed, I will visit on Tuesday, 27 October at 10:00 to measure the space, and send you a quotation by Friday, 30 October. Please let me know if anyone else from your team would like to join the visit.

A referral

Hi [Name], Grace Wong at Harbour Café suggested I contact you about your new outlet. We designed Harbour Café’s counter and lighting last year. Would a 15-minute call this week be useful to see if we can help?

Common questions

How quickly should I reply to a sales enquiry? The same working day. If you cannot give an answer yet, reply to say when you will, and ask one question to keep the conversation going.
What questions should I ask a new lead? What they need and why, when they need it, their budget, who decides and pays, and whether they are comparing suppliers.
When should a lead become an account in easySales? When it is real business — they want a quotation or a visit. Convert it then, and the person becomes the account’s first contact. See Convert a lead.
Can I undo a lead conversion? No. A lead converts once and cannot be converted again, so choose the target carefully.
How do I track where my customers come from? Choose a Source on every lead and read the Source column on the Leads list. Everyone picks from the same list, so the column stays easy to compare.
Should I send a price on the first call? Only for a simple, standard job. For anything else, ask your questions first; a price that misses the real need is a price you will have to revise.