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Introduction

Every prospective customer who contacts us is for us an enquiry. Finstral Contacts supports the sales department in providing optimum assistance to enquiries, from the initial contact to the conclusion of the order. Every enquiry is different and may at the outset be more or less qualified or developed. But, sooner or later, every enquiry undergoes the same process: our customer journey in sales. The further along this path the enquiry travels, the more valuable it becomes for us. And, if everything goes well, the journey will end with the successful conclusion of a contract and a newly acquired customer.

Steps in the Finstral advisory and sales process:

  • First contact: a prospective customer makes an enquiry, leaves their contact details and agrees to their data being processed. Systematically record the data and forward it to the person responsible for processing.
  • Expert advice: advise the prospective customer on the basis of their enquiry. Identify their needs in detail and present the product possibilities along with the suitable solutions. Use the Finstral Planner to point out the added value of the Finstral range.
  • Rough measurement: determine the approximate actual dimensions on site. In the case of a new building, seeing the plans is sufficient.
  • First presentation of the offer: the previously determined need is the basis for a detailed discussion of the offer. Present this in every detail, using the Finstral Planner structure, always in person and if possible in the showroom.
  • Further presentations of the offer: present any adjustments to the offer.
  • Follow up the offer: after submitting the final offer, regularly ask the prospective customer whether the order has been placed or whether any changes are desired.
  • Conclusion: can mean the acceptance or rejection of the offer by the prospective customer.
  • Fine measurement: finally, enter all data still required for the order when it is accepted. Use the opportunity to proactively point out further outfitting details.

The following steps of an offer enquiry are stored in Finstral Contacts:

  • Initial contact/recording of an enquiry 
  • One or more advisory appointments on site or in the showroom
  • One or more offer submissions
  • Follow up offer
  • Placing of order or cancellation

Contact channels for the Finstral advisory and sales process

  • Studio: the showroom is the ideal place for advice and sales: only here can the experience of the Finstral range be made truly convincing and inspiring. Our goal in the sales process: prospective customers should visit the showroom at least once, preferably more often.
  • On site: a home visit to the prospective buyer is ideal to get a picture of the building project as well as of the prospective buyers themselves. You can also show catalogues and samples here.
  • Trade fair/event: a good channel for making initial contact. However, very expensive and time-consuming to realise. It is always best to make follow-up appointments for further advice.
  • Phone: a good channel for initial contact, but more in-depth advice is only to a very limited extent possible. Always actively offer a personal meeting. 
  • E-mail/messages: a good channel for initial contact, but more in-depth advice is not possible there. It is always better to call. And, even better, to offer a face-to-face meeting. Never send an offer via e-mail to first-time prospective customers that you have not been able to meet in person beforehand. 
  • Text chat: a good opportunity for initial contact and clarification of simple questions. Always actively offer a personal meeting. 
  • Video chat: a good way to make an impression from the showroom. Always actively offer a personal meeting.

Only one staff member at a time will be responsible for processing the enquiry. However, enquiries can be transferred/assigned from one person to another.