[vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern”][vc_column][vc_column_text]Investing time, energy and resources into digital sales training for your furniture store sales team is just as important as your investment in technology.
While website conversion software powers the online shopping experience and helps you get better quality leads, it’s ultimately your sales team’s understanding of how to follow up with digital leads to help turn them into sales.
We provide our home furnishing clients with ongoing digital sales training and support, answering common questions we get from home furnishing store owners, managers and sales specialists. Check out our FAQ below to learn more about the integral functions available in the PERQ CRM and Website Conversion software.
What notifications will I receive from the PERQ CRM? When should I expect them?
The default is set up to send an email notification any time something “new” happens in the CRM (new lead, contact re-engaging and going through another experience, when you receive a text reply, etc.). Assuming you’ve installed the PERQ CRM app, you should turn on all notifications, as well as any incomplete follow-up tasks that require attention.
Can I change the “coupon” and/or offer different “coupons” for each Website Conversion Experience?
Yes. You can let PERQ know anytime you have a new incentive or coupon you want to feature within the website experiences. You can have different offers for the different experiences (for example, display a “10% off your purchase” after the New Customer Welcome and “Free Pillow with Mattress Purchase” after shoppers complete a Mattress Assessment), although we prefer you stick with just one universal offer across the platform.
Can I customize colors, pictures and the design of Website Conversion Experiences?
We recommend you stay with our standard options, because we know they achieve the best results; however, you can talk with your PERQ Client Success Manager if you wish to customize something to see what we can do – color schemes can usually be adjusted, changing pictures may be possible, but the designs and questions within the experiences cannot be altered.
Do you use our personal cell numbers for texting in/out of the CRM?
No, we use a locally assigned phone number. You get a notification on your CRM app when you have a new, inbound text message.
Do you have any other experiences/quizzes I can use on my website?
Not currently. Stay tuned for updates should anything new become available in the future.
How long do I need to keep Contact Records on the CRM Contacts Page?
We recommend always keeping them stored within the CRM; however, please be sure to take advantage of the CRM’s filtering capabilities to sort those contact records and get an updated view as needed.<
Why must I create a Pending Task and complete it in the CRM?
Pending tasks help organize the follow-up cadences. If a shopper isn’t ready to buy after your initial follow-up, pending tasks should be used as a reminder to follow up later. We recommend 3 to 5 follow-up attempts, performed over 7 to 10 business days, as a standard cadence.
Why are some leads marked Red when they come into the CRM, but they’re not ready to buy?
Leads who engage with 3 Website Conversion Experiences or more get designated as Red. They still may not be ready to buy, but data shows shoppers are closer to making a buying decision the more Website Experiences they go through and more likely to convert.
How do you filter leads in the CRM to only show Current Day?
From the Main Contact Page, click Filter < Sort By Period < Today. Apply the filter. You can also save this filter to use more than once.
How do you create & save a filter within the PERQ CRM?
From the Main Contact page, click on the Filter icon and create the filter you want to use. Be sure to click Apply Filters to your updated settings. Once that filter gets applied, click the Unsaved Filter button (next to the Filter icon) and choose Save Filter As near the bottom to name it. You can also make the filtered view available to all CRM users, depending on your CRM access level.[/vc_column_text][vc_empty_space][vc_single_image image=”29445″ img_size=”full” alignment=”center” qode_css_animation=””][vc_empty_space][vc_column_text]
How do you mark a deal as Won/Lost in the CRM? Why do I have to do this?
Click into the Contact Record – you should automatically be directed to the Deals tab. Edit the Deal, click Status and select Won or Lost. This is important to keep your opportunities organized and management apprised of the current state of that opportunity.
What happens to the Blue Leads in the CRM if we don’t follow up?
All leads get nurtured through automated lead nurture email cadences. These are designed to keep your brand in front of the consumer and invite them back to the website. Most of the time with Blue Leads, only their name and email address were captured, so we recommend only letting the automated lead nurture system reach out to those consumers.
How do we know if a salesperson followed up with the leads assigned to them in the CRM?
Use the Work Board to see all of the deals assigned to any particular salesperson. The Last Contacted Atcolumn will show you the last day/time they contacted the client. If it says “NA” they have not yet followed up with the lead, according to the CRM.
My PERQ lead came into the store to shop, now what?
Be sure to get the shopper’s contact information, or at least their name. Use the Search bar on the main Contacts Page of the CRM to see if they are already in the system. This will give you any information already collected on that customer. You then use the Deal tab to Edit/Update/Create a Deal to reflect what happened inside the store. If the customer came in for an appointment or did a virtual consultation, be sure to mark the appointment as “Showed” from your Work Board in the CRM.
My follow-up cadence is over for my CRM lead, what should I do?
From the Contact Record, make sure all pending tasks get cleared out and then edit the Deal, marking it Won or Lost. If the cadence ends without customer re-engagement, mark it as Lost. If you did speak to the customer and they purchased from you, mark the Deal as Won.
How many follow-up attempts should I make to reach leads provided in the CRM?
We recommend 3 to 5 attempts over 7 to 10 days – except on Blue Leads, which you should allow the automated lead nurture program to handle, assuming you opted to include that PERQ product in your CRM.
Is it OK to call a PERQ lead, even if the shopper didn’t say they preferred a call?
Absolutely! We always recommend sending a text message, too.
I’m getting too many notifications from PERQ. Can I turn those off?
Yes, we can help with that. Contact your PERQ Client Success Manager for assistance.
How do I clear a pending task from the CRM?
Select the Sprocket icon to edit and complete the task, or simply clear the task. Keep in mind, all CRM opportunities flagged as Red automatically enter the CRM with a pending task. You must manually clear those tasks, once you follow up with the customer — the CRM will not auto-complete those tasks for you.
After I make a phone call to a customer, how do I log that in the CRM?
Go to the History tab within the Contact Record. Log your new activity there, using the tag “phone call attempted” or “phone call completed.”
Who should I contact for other Furniture Store Digital Sales questions?
If you have other questions, reach out to your PERQ Client Success Manager who is happy to help.[/vc_column_text][/vc_column][/vc_row][vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”full_width” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern”][vc_column][vc_empty_space][vc_column_text]
Additional Home Furnishings Resources
- Learn how to overcome your home furnishings digital sales team’s common obstacles.
- Customer communication can improve with digital sales training.
- Learn how to get your digital advertising in tip-top shape this year.
- How the PERQ CRM software helps improve communication with shoppers.
- Turn your website visitors into in-store traffic with PERQ’s marketing cloud for home furnishings stores.