Pre-sales

Scope

Definition

Pre-sales handles new leads and pre-books a slot for their first visit.

Applicable to
  • Every new lead, from every platform and channel. A lead is a name with contact details.
  • Every lost lead handed back from Follow-up, for a check-in after 30 days.
  • Done by the pre-sales team: the external call center and the internal Pre-sales Executive. Both have the same tasks and targets. Only the Pre-sales Executive is managed by Leor.
  • Working hours: 10:30 am to 7:30 pm.
  • Existing clients skip Pre-sales and go straight to Booking.
Stages

What You Need

Procedure

Critical
  • Never give medical advice or promise results. The Doctor answers medical questions at the consultation.

Contact the lead

Stages
Sr Step Time By
Start: a new lead comes into the lead software, from any platform or channel, or a lost lead is handed back from Follow-up after 30 days. - -
1 Open the new lead in the lead software: name, phone number, channel, and the concern if given. Pre-sales
2 Within 5 minutes: Call the lead and follow the call script: introduce Leor, ask about their concern and invite them for a consultation.
Lead comes in after 7:30 pm: call first thing the next morning.
Why so fast: a new lead often contacts several clinics at the same time. Interest is highest in the first minutes, and the first clinic to call usually gets the booking.		 Pre-sales
3 No answer: Call again the next day, and send the WhatsApp message template. Make 4 calls in total, 1 day apart.
VERIFY: who sends the WhatsApp: pre-sales or Salesforce automatically (question M5)		 Pre-sales
4 Answer the lead's questions in simple words: what happens at the consultation, how long it takes, that it is paid, and the current offers.
Questions about prices, discounts or treatment details: post the lead in the pre-sales WhatsApp group. The Relationship Manager calls the lead back.
⚠ Never give medical advice or promise results. The Doctor answers medical questions at the consultation.		 Pre-sales

Pre-book the visit

Stages
Sr Step Time By
5 Agree a date, time and center for the consultation. The lead chooses the center. See the open slots in the consultation section of Zenoti. Pre-sales
6 Save the consultation in Zenoti. Follow Booking, step 5.
✓ Zenoti sends the booking confirmation to the client automatically.		 Pre-sales
7 Post the confirmed appointment in the pre-sales WhatsApp group: name, phone number, concern, date, time and center.
✓ The lead now counts as converted: from lead to booking.		 Pre-sales
8 Update the lead in the lead software to "Booked".
Lead not interested, or no answer after the 4th call: record the reason and close the lead.
VERIFY: lead status names, decided when Salesforce goes live (question M14)		 Pre-sales
Next: before the visit, Follow-up. - -

Report the day

Stages

At the end of each day, the pre-sales team posts a summary in the pre-sales WhatsApp group: the total appointments booked, per center and per agent.
The Marketing Manager reads it every day and reviews it with the pre-sales teams every week.