Rescheduling and Resulting Sales Appointments

Watch this 4-minute video and follow along with the Article below to learn how to:

• Reschedule Sales Appointments
• Result Sales Appointments that need a Follow-up Appointment
• Result Sales Appointments that were Unsuccessful
• Result Sales Appointments for Rehash
• Result Sales Appointments that Sold

Rescheduling a Sales Appointment 

When a Sales Appointment needs to be rescheduled for the same day, generally it is acceptable to edit the Time of the appointment. For Sales Appointments that require rescheduling for a different Date, we always recommend that you Result the Sales Appointment as Canceled and create a new Sales Appointment on the new Date. This allows you to properly report on your appointment cancellation percentage and help you anticipate future cancellation rates and make better business decisions around scheduling.   

Use the Result button on the Sales Appointment page.  

Select the Sales Appointment Status, Status Detail, and the Sales Opportunity Result and Result Detail. These are dependent picklists so you will first choose a Status, then a Status Detail. Same for Result and Result Detail.

Keep in mind, picklist values can be customized however, improveit 360 Reports are dependent on certain Status Detail values like "Canceled." See also: Editing Picklist Values and Working with Dependent Picklists 

Next, select the Sales Opportunity and the appropriate action to take.  In this example, the Contact is ready to schedule another Sales Appointment. Click the down arrow and choose Schedule an Appointment. 

 

Select the Address for the new Sales Appointment.  Click Next

Select the Type of new Sales Appointment.  In this case, we are scheduling a Reset because the first Appointment was Canceled. Click Next

Note: The Type picklist field is also customizable. See also: Editing Picklist Values

Schedule the new Sales Appointment by clicking and dragging to select the Sales Rep and Time on the calendar. 

 

Resulting A Sales Appointment When a Follow-up Appointment Is Required 

Not every Sales Opportunity is Sold on the first Appointment. Follow-up Appointments can be a standard part of the sales process if you do not always leave a Quote at the first Appointment. If a secondary Sales Appointment is needed in order to deliver a Quote and attempt to make the Sale, follow the steps below.

Note: If you did leave a Quote, and the homeowner said "not today" or "I need to think about it" that should be recorded as a Status of Ran and a Status Detail of Demoed, Not Sold. 

The Status Detail of Follow-up is used exclusively when you have not delivered a Quote and the Contact(s) did not have an opportunity to decline your proposal. 

Click the Result button from the Sales Appointment page. 

Select the Sales Appointment Status, Status Detail, and the Sales Opportunity Result and Result Detail. These are dependent picklists so you will first choose a Status, then a Status Detail. Same for Result and Result Detail.

In this example, we will choose Ran and a Stauts Detail of Follow-up and update the Result of the Sales Opportunity to Not Sold and a Result Detail of Follow-up. Click Save & Next 

 

Selecting the appropriate action to take. In this case, we know when we will have a Quote prepared, so we can Schedule an Appointment with the Contact for next week. 

 

Select the Address for the new Sales Appointment. 

 

Select the Type of Sales Appointment. In this example, this is a Follow-up Appointment as the first appointment was Ran but we were not able to deliver a Quote on the first appointment. A Follow-up Appointment is needed to try to close the deal. 

Then, schedule the Sales Appointment by clicking and dragging to select the Sales Rep and Time on the calendar. 

Note: The Previous Appointment Field on the new Follow-up Appointment is related to the previous Sales Appointment. You can click this link to navigate to the previous appointment record. 

 

Resulting A Sales Appointment That Was Not Successful 

Not Every Sales Appointment will result in a Sale. It's still important to Result all Sales Appointments for accurate reporting, and to be able to Rehash past Quotes. In this example, we did leave a Quote, and the homeowner said "I've changed my mind" or "we're no longer interested" that should be recorded as a Status of Ran and a Status Detail of Demoed, Not Sold. For the Sales Opportunity we should choose a Result of Not Sold and a Result Detail of Demoed and Quoted. 

Click the Result button from the Sales Appointment page. 

Select the Sales Appointment Status, Status Detail, and the Sales Opportunity Result and Result Detail. These are dependent picklists so you will first choose a Status, then a Status Detail. Same for Result and Result Detail.

In this example, we will choose Ran and a Stauts Detail of Demoed, Not Sold and update the Result of the Sales Opportunity to Not Sold and a Result Detail of Demoed and Quoted. Click Save & Next 

Selecting the appropriate action to take. If you do not want to continue to try close this customer on the current Quote, here you can select Take no Action. 

On the Result Summary page, you'll see the Stauts and Status Detail for the Sales Appointment are being updated, but no actions will be taken. Click Finish. 

 

Resulting A Sales Appointment with a Quote to Rehash 

It is important to Result all Sales Appointments for accurate reporting, and to be able to Rehash past Quotes. In this example, we did leave a Quote, and the homeowner said "I'm not ready to commit today" or "I want to get a few other estimates" which should be recorded as a Status of Ran and a Status Detail of Demoed, Not Sold. For the Sales Opportunity we should choose a Result of Not Sold and a Result Detail of Rehash. Rehash means that our company plans to continue to reach out to the Contact(s) and attempt to close the current Quote left by our Rep. 

Click the Result button from the Sales Appointment page. 

Select the Sales Appointment Status, Status Detail, and the Sales Opportunity Result and Result Detail. These are dependent picklists so you will first choose a Status, then a Status Detail. Same for Result and Result Detail.

In this example, we will choose Ran and a Stauts Detail of Demoed, Not Sold and update the Result of the Sales Opportunity to Not Sold and a Result Detail of Rehash. Click Save & Next 

Selecting the appropriate action to take. In this case, we want to continue to try to close the Quote with this Contact. So you should Create a Task to remind your team to reach back out and attempt to rehash and close the Quote. 

Enter a Subject, and select the Type of Sales Opportunity Rehash, this will ensure that you can easily locate these Tasks and work through them within a List View. Select a Due Date and enter a optional Description. 

Note you can re-assign the Task Owner if someone else will be working the Rehash.

Click Next. 

In the Appointment Result Summary, you will see the Sales Appointment Status and Status Detail as well as the New Task being created. Click Finish. 

Resulting A Sales Appointment that was Sold 

Everyone's favorite Result, Sold! You secured the deal and the Contact want to move forward with the work.  

Use the Result button from the Sales Appointment record. 

 

Selecting the Sales Appointment Status of Ran and Status Detail of Sold and choose the Sales Opportunity Result of Sold.

Note: You can customize Status Detail, if your company would like to record additional data under the Sold result. 

 

Select the Sales Opportunities and the Quote which was accepted. Note the Selected bubble will display the number of records you have selected to impact. 

Click Create Sale. 

*Note the Quote and Quote Items that were selected in the Resulting flow are now represented on the Sale and Sale Items, and our Loan attached to the Quote has also been associated with the newly created Sale.  The Total amount of the Sale is the same as the Quote total selected in the Resulting flow.