Description:
Some Clients may ask questions about prices, delivery time, product availability, and other commercial information.
Quite usual request structure is "Please send us a Quotation/Quote for X objects".
Commercial inquiries must be referred to the Sales managers but technical information is being provided by the Support.
In case you got a commercial inquiry, follow the procedure steps explained below.
Required information:
Client contact details
Steps:
1 - If the person who creates a ticket is not our Client yet and you can not find her/his contact details in the ERP/SalesForce, then you should gather more information.
Ask her/him to provide:
Company name
Full Name/Surname
Phone number
Email address
Country
2 - When you get the answer from Client, find responsible Sales manager for the specified country. The list can be found here: Contact List.
3 - Add Sales manager in the CC of the email and inform Client that commercial information can be provided by our colleague from the Sales department and You will be contacted within 1 business day.
You can also tag (if possible) Sales manager and add a similar sentence as provided below when answering to Customer:
Dear @..., please support this Client with his/her request.
NOTE: You can ping Sales manager on Teams just to be sure that she/he noticed the request.
NOTE: Sales manager who receives the request has to contact Client within 4-8 working hours (this is ONLY FOR YOU TO KNOW, communication to Clients - 1 business day).
4 - Now, you can close the ticket as the Support job is done here and the request is being handled further by the Sales team.
Further reading: