If you're a Project Manager who works regularly with offers, it's a good idea to familiarise yourself with the experience your customer has when receiving an offer. Understanding how to respond effectively will help you close offers more successfully.
This article explains how both customers and Project Managers can view, comment on, and respond to offers. It also covers what happens in Qondor when an offer is answered, who receives notifications, and how the process works.
HOW TO ACCESS THE OFFER IN QONDOR
1. When you first send the offer, your customer will receive an email with a link to access it. Clicking the link will direct them to Qondor.
Customer does not require login
If your office has automatic login enabled, your customer will be taken directly to the offer without needing to sign in. Skip to this section of the article to learn what happens next.
Customer needs to log in
If logging in is required to access offers, your customer will see a login page like the one below and be prompted to create their own password, which they can use for future logins.
Password requirements
To protect your account, passwords must meet the following requirements:
Minimum Length: Your password must be at least 8 characters long.
Avoid Predictable Passwords: For added security, avoid using passwords that are simple, widely known or easily guessed. This helps protect your account from potential vulnerabilities.
Once the customer clicks Save, the page will divert to the login page where the customer can enter their login details to access the offer.
Customer has forgotten their password
The customer can reset their password by clicking the "forgot your password" button.
It is important to enter the username used in Qondor.
Then click "send me a link" and the reset password link will go to the email addressed associated with the user in Qondor.
AFTER THE CUSTOMER CLICKS THE LINK IN QONDOR
2. The Customer Web Page is the first page your customer lands on, which displays an overview of their offer(s). The customer can then click on the relevant offer to proceed.
💡 TIP: Personalising your Customer Web Page is a great way to add an extra touch. Include an image and a short message to greet your customers!
HOW YOUR CUSTOMER CAN REPLY TO YOUR OFFER
Accepting products/services: As the customer scrolls through to see the rest of the offer, they will see a "Yes, Unsure, No" option on each product allowing them to specify their decision per product.
Each product requires an answer in order to complete a response to the entire offer.
(GOOD TO KNOW: 💡 The "unsure" option can be disabled by the Project manager per offer via Offer settings, or by a Superuser/Office admin per office via Office settings, so that only the Yes and No option appear.)
Send feedback: They will also have the opportunity to submit feedback or ask questions in the offer which goes to the Project Manager. This can be done by clicking the feedback button.
See below: The feedback option opens in a slide-in window 👇🏽
A copy of the feedback will be sent to all project managers on the project. It will also be saved on the offer, showing who submitted the feedback and the date and timestamp.
WHAT HAPPENS WHEN A CUSTOMER ACCEPTS AN OFFER?
Clicking "Yes" on the available products will confirm the products. If the customer wants to accept the offer, they will need to accept any Terms and Conditions which they can view within the offer and click "Send Reply".
When the customer accepts the offer, the status of the project in Qondor and status of the offer will change to Confirmed.
Offer confirmation
The customer will receive a confirmation of their offer via email in a PDF format, listing the products and their responses per product. They will also receive any terms and condition in the offer or individual products.
Offer history
The project manager will also receive a copy of these via email. In addition, the project manager will be able to view a history of all offers sent by clicking the three dots icon and then History in Offer admin. Here the project manager can download a PDF version with an overview of the sent offer and offer confirmation.
WHAT HAPPENS WHEN A CUSTOMER DECLINES AN OFFER?
The offer status does not automatically update in Qondor if the customer does not confirm (answer yes) to anything in the offer. The Project Manager must manually change the status from "sent" to declined in Offer Settings.
WHAT IF I NEED TO UPDATE CHANGES ON THE OFFER?
If you need to update your offer—whether due to a customer request or other changes such as pricing, availability, or content—you can simply make the updates as you would when creating your offer.
You can change the price, quantity on a product, add a new product or unpublish/delete others.
Once you click save, the offer will update immediately to reflect the changes. You can then ask your customer to review the offer, either by commenting on the specific product (via feedback) to alert them or by re-sending the offer. Learn more about editing your offer.
WHAT HAPPENS IN QONDOR AFTER AN OFFER IS REPLIED TO?
OFFER PRODUCT STATUSES ARE UPDATED
The decision on each product will be reflected in Qondor. Project managers can filter by Offer Status - each status is colour-coded making it easy to see which products have or have not been accepted.
💡TIP: Hold the [Ctrl] key on your keyboard while clicking to select a single status.
E.g. Hold [Ctrl] and "Yes" to see products confirmed.
RESPONDING TO FEEDBACK
Project managers can view and respond to customers' offer feedback by clicking on the feedback button.
Getting an answer to your offer has never been simpler.