If you are a Project Manager and work with offers frequently, it is a good idea to familiarise yourself with the process a customer goes through when they receive an offer as well as learning how to respond effectively, to ensure a successful closing of your offer.
This article explains how both Customers and Project Managers can view, comment and reply to offers; what happens in Qondor when the offer is answered; who receives notifications and how.
1. How your customer answers an offer
HOW YOUR CUSTOMER CAN ANSWER YOUR OFFER
When you first send the offer, your customer will receive an email with a link to access the offer. When the customer clicks the link, they will be directed to Qondor and will see a log in page, like below. They will need to create their own password, which can be used for the next time they log in.
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 that extra touch. Include an image and a short message to greet your customers!
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. They will also have the opportunity to send feedback to the Project Manager. This can be done by clicking the feedback button.
(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.)
The feedback option opens in a slide in window 👇🏽
When they hit send, a copy of the feedback will be sent to all project managers on the project and the feedback will remain saved on the offer, showing who sent the feedback along with the date and time of feedback. 👇🏽
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". Each product requires an answer in order to complete a response to the whole offer.
WHAT HAPPENS WHEN A CUSTOMER ACCEPTS AN OFFER?
When the customer accepts the offer, the status of the project in Qondor and on the offer will change to Confirmed.
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.
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?
If the customer does not confirm anything in the offer, then the Project Manager must manually change the status from sent to declined as it does not automatically update in Qondor.
WHAT IF I NEED TO UPDATE CHANGES ON THE OFFER?
If you need to update your offer as per your customer's request, then just make your changes as you would when creating your offer. For example, easily 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 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?
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.
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.