Connecting the customer to a sales agent
How a new buyer reaches a rep, and how fast.
1.1
How does a new customer get connected to a sales rep? Is a lead automatically assigned, does a rep pull from a queue, or is it manual?
Walk us through it as it actually happens today, not how it is supposed to work.
1.2
What is the typical time between purchase and the customer's first contact from a sales rep?
1.3
How many sales reps handle this, and how are leads distributed among them?
Round robin, by product, by lead source, or something else.
1.4
What tools does the sales rep use to see the new customer and their purchase details?
CRM, dialer, spreadsheet, the portal itself.
1.5
What is the very first touchpoint, and who initiates it?
Phone call, text, email, or something else.
The upsell process, step by step
Every touch from first contact to the pitch.
2.1
Describe the entire upsell sequence in order, from first contact to the pitch.
Every call, text, or email, in the order it happens.
2.2
Is there a script or structured pitch for the $25K to $50K offer? What are its key stages?
Discovery, pitch, objection handling, close.
2.3
What are the most common objections customers raise, and how do reps currently handle them?
2.4
If a customer does not convert on the first contact, is there a follow-up cadence?
How many touches, over what period, through which channels.
2.5
Are there any automated nurture messages running in parallel with the rep's outreach?
Email or SMS. If so, describe them.
2.6
How is the outcome of each upsell attempt recorded, and where?
Won, lost, follow-up needed.
After the upsell is won
Payment, handoff, and the build itself.
3.1
The moment a customer says yes to the high-ticket offer, what happens next?
Payment collection, contract, handoff to fulfillment.
3.2
Who takes over from the sales rep at this point, and how is that handoff made?
Manual notification, automatic system trigger, or something else.
3.3
What is the fulfillment process from there, start to finish, for building out the client's FBA business?
3.4
What tools are used to track fulfillment or project status, and how does the client stay updated on progress?
3.5
What is the typical timeline from the upsell being won to the client's FBA business being fully launched?
3.6
Are there any additional upsells, renewals, or ongoing fees after the initial high-ticket sale?
Management fees, second builds. If so, how are those handled.
Reporting & bottlenecks
What you measure, and where it breaks.
5.1
What numbers do you currently track across this whole flow, and where do they come from today?
Contact rate, show rate, close rate, average time to close.
5.2
Where in this entire process do things most often break down or get lost?
Sales handoff, upsell, fulfillment.
5.3
If you could fix one thing about how leads move from first contact to close to fulfillment, what would it be?