CRM role guides — what each role can do, step by step

1Check what your sign-in can do #

Where Your name, top right » Profile

1. Open your company's address in the browser — it looks like yourcompany.tarleaks.com.
2. Type the e-mail address your administrator set up for you, then your password.
3. You land on the app launcher: a grid of the apps your company uses.
4. Click the CRM tile.
5. Click your name in the very top-right corner of the screen.
6. Choose Profile from the menu that drops down.
7. Scroll to the roles and access section.

You should see It says CRM Administrator. You shape the process: stages, fields, routing, scoring, approval thresholds, teams and territories.

Watch out Two people can have the same job title and different roles here. If the chip is not what you expected, sort that out before you start changing how the team sells.

Worth knowing You are not on the approval list for deals. That is deliberate — the person who sets the threshold should not be the person who waives it.

2Shape the pipeline and its stages #

Where CRM Admin » Pipelines

1. Open the pipelines configuration screen.
2. Click the arrow at the left of a pipeline to open its stages.
3. Use the up and down arrows on a stage to move it.
4. Click Edit on a stage to change what it means.

You should see Each stage carries a name, a win probability and whether it counts as won or lost — which is what makes the forecast add up.

Watch out Changing a stage's win probability changes every forecast that includes a deal sitting in it — including the one your board saw last week. Make the change at the start of a period, not the middle. The six configuration screens are not in the left menu. Reach them from the address bar, or press the search key and start typing the name.

Worth knowing This screen is not in the left menu. Type its address, or use the search box at the top and start typing the name.

3Add the fields your business actually needs #

Where CRM Admin » Custom fields

1. Open the custom-fields screen.
2. Choose the record type at the top: Lead, Contact, Account, Opportunity.
3. Read the existing fields before adding one — the thing you want may be there already.

You should see Anything the product did not ship with — a licence number, a fleet size, a regulator reference — lives here rather than in the description box.

Watch out A field on Lead is not a field on Opportunity. If you want the answer to survive a conversion, add it to both.

4Add a field to a record type #

Where CRM Admin » Custom fields » New field

1. Choose the record type first.
2. Click New field.
3. Fill the key and the label, then save.

You should see The key never changes once the field exists, so a report written against it keeps working. The label can be reworded whenever you like.

Watch out Pick the key carefully. Everything written against it later — reports, imports, integrations — uses the key, not the label.

Worth knowing Write the key in lower case with underscores — trade_licence_no, not 'Trade Licence No'. It is the name the machine uses, not the one people read.

5Decide where a new lead lands #

Where CRM Admin » Lead routing

1. Open the lead-routing screen.
2. Read the rules from the top down.
3. Use the arrows to move a rule up or down.
4. Switch a rule off rather than deleting it while you are testing.

You should see A lead is assigned by rule, not by whoever notices it first — so nobody has to police the queue.

Watch out A rule that matches everything must be last. Put it anywhere else and every rule beneath it is dead — and nothing warns you, because nothing is broken.

Worth knowing Order is the policy. A broad rule sitting above a specific one will swallow every lead the specific one was written for.

6Decide what a lead is worth #

Where CRM Admin » Lead scoring

1. Open the lead-scoring screen.
2. Read each rule's points.
3. Use Deactivate to try the model without a rule before deleting it.

You should see The score a rep sees on a lead is the sum of these rules. There is no hidden part to it.

Watch out Scores only mean something relative to each other. Adding a rule worth 200 points makes every other rule irrelevant.

7Set the discount that needs a signature #

Where CRM Admin » Approval matrix

1. Open the approval-matrix screen.
2. Read each row as one sentence.
3. Click Add threshold to add a tier.

You should see A quote whose discount goes past the lowest threshold here cannot be sent until somebody with the named role has decided on it.

Watch out The LOWEST discount threshold you set here is the gate. A quote above it cannot be sent until it has been approved, and the send button says so.

Worth knowing Lower the threshold and more quotes stop for a signature; raise it and fewer do. It takes effect on the next quote, not on ones already sent.

8Fix the list of reasons a deal is lost #

Where CRM Admin » Lost reasons

1. Open the lost-reasons screen.
2. Add the reasons your business really loses on.
3. Deactivate anything nobody is choosing.

You should see A short fixed list is what makes 'why we lose' a number at the end of the quarter instead of forty different sentences.

Watch out Do not include 'Other'. Everything ends up in it, and then you know nothing.

9Add a reason a deal can be lost #

Where CRM Admin » Lost reasons » Add reason

1. Click Add reason.
2. Type it and save.

You should see Short and few. A list of twenty reasons is a list nobody reads to the bottom of, so everything ends up under the first plausible one.

Watch out Write it as a rep would say it out loud — 'Price', 'Went with incumbent', 'No budget this year'. Not a category name.

10Keep teams and territories straight #

Where CRM » Teams, and CRM » Territories

1. Open Sales teams and expand a team to see its members.
2. Then open Territories and read the priority beside each one.

You should see Team decides whose deals a manager can see. Territory decides where a new record is sent. They answer different questions — do not use one for the other.

Watch out Adding somebody to a team changes what their manager can see. Adding a territory changes where new records go. Doing one and forgetting the other is the usual cause of 'I cannot see my own rep's deals'.

11Check the territory rules before a real record hits them #

Where CRM » Territories

1. Open Territories.
2. Click Audit expressions to check every rule at once.
3. Read the report: rules that cannot be understood, and rules that can never match because something above them always does.

You should see A rule that cannot be understood, or one sitting underneath a catch-all that will always match first, is named — before a lead disappears into it.

Watch out A shadowed rule is not an error — nothing is broken and nothing warns you. It simply never fires, and the leads it was written for go somewhere else.

Worth knowing A rule of just 'true' matches everything. Anything below it is dead, and the check is what tells you.

12Build the forms that bring leads in #

Where CRM » Lead Forms

1. In the left menu, click Lead Forms.
2. Open a form to see the fields it asks for.
3. Use the embed option and give the code to whoever looks after the website.

You should see A lead that arrives from a form is complete and goes straight to the routing rules — nobody re-types an enquiry out of an inbox.

Watch out Every extra box on a form costs you leads. Ask for the two or three things you cannot start without, and get the rest on the first call.

Worth knowing Ask for as few fields as you can live with. Every extra box costs you leads, and most of what you want can be asked on the first call.

13Keep the catalogue and its prices in order #

Where CRM » Products, and CRM » Price Books

1. Open Products and read the categories.
2. Then open Price Books.
3. Open a book to see its entries: one price per product, per currency.

You should see A rep puts a product on a quote and the price comes from the book. Nobody types a price from memory.

Watch out Archive a product rather than deleting it. Deals and quotes that already reference it must keep working.

14Let customers book their own time #

Where CRM » Booking Pages

1. In the left menu, click Booking Pages.
2. Open a page to see its title, who it books with, and the slot length.
3. Copy its link and put it in the team's e-mail signature.

You should see A slot somebody books becomes a meeting on the right record. The back-and-forth about times never reaches anybody's inbox.

Watch out A booking page pointing at somebody who has left keeps taking bookings. Deactivate it the day they go, not the day somebody notices.

15Tidy a batch of records at once #

Where CRM » Leads

1. Open Leads.
2. Tick the rows you want to deal with — or tick the header box to take everything currently on screen.
3. Use the bar that appears at the bottom.

You should see Removing records in a batch is offered to this role and to nobody who sells — which is what stops a bad afternoon becoming a lost quarter.

Watch out Filter FIRST, then tick the header box. It selects the rows you are looking at, and the rows you are looking at are whatever the filter left.

16See the whole company's book #

Where CRM » Leads, and CRM » Opportunities

1. Open Leads and read the count in the line under the title.
2. Open Opportunities and read the same line.

You should see You are not scoped to an owner. These two numbers are the whole company's, which is why a rep's shorter list is proof that ownership is working rather than proof that something is missing.

Watch out These two numbers are the yardstick. When a rep tells you records are missing, compare their count with yours before assuming anything is broken — a smaller list is the system working.

17Salaries are not yours to see #

Where The left menu

1. Open the launcher and read the tiles.
2. Payroll is not among them for this sign-in.

You should see Setting up how the company sells is not a reason to see what anybody is paid, so the whole area is closed rather than merely hidden.

Watch out This is a refusal, not a hidden menu. Typing the address gets the same answer.

1Check what your sign-in can do #

Where Your name, top right » Profile

1. Open your company's address in the browser — it looks like yourcompany.tarleaks.com.
2. Type the e-mail address your administrator set up for you, then your password.
3. You land on the app launcher: a grid of the apps your company uses.
4. Click the CRM tile.
5. Click your name in the top-right corner and choose Profile.
6. Read the roles panel.

You should see It says Sales Manager. The team's pipeline, the forecast, discount approvals and moving a deal to somebody else are yours.

Watch out If you were expecting to change a threshold or release a payout and cannot, that is the design rather than a missing setting.

Worth knowing Two things are deliberately not yours: changing the threshold that made a discount need approving, and releasing commission money. Both would let you decide your own team's outcome.

2Open the team's whole pipeline #

Where CRM » Opportunities

1. In the left menu under CRM, click Opportunities.
2. Read the four boxes across the top.
3. Click a box — Won, for example — to narrow the list to it.
4. Click it again to clear the filter.

You should see Every deal your team owns is here — not only your own. That is the difference between this sign-in and a rep's.

Watch out The filter you click is written into the web address. Copy the address and a colleague opens exactly your view, not the default one.

Worth knowing The box you click is written into the web address, so you can send a colleague the exact filtered list you are looking at.

3See the same deals as a board #

Where CRM » Pipeline Board

1. In the left menu, click Pipeline Board.
2. Read the totals in each column header.
3. Open a card to read the deal.

You should see Where the money is stuck becomes a shape you can see, instead of a report you have to read.

Watch out The board shows one pipeline at a time. If your team sells through two, check both before deciding the quarter is fine.

4Read the forecast the deals produce #

Where CRM » Forecasts

1. In the left menu, click Forecasts.
2. Choose the period.
3. Read the weighted pipeline, then the attainment against quota.

You should see Nothing here is typed in. It comes from the same deals on the board, so the forecast and the board can never tell two different stories.

Watch out The forecast is only as good as the close dates. A pile of deals whose close date is 'end of quarter' is a forecast nobody should sign.

5Read the quota the forecast is measured against #

Where CRM » Forecasts

1. Stay on Forecasts.
2. Read the quota line for the period and for each person.

You should see Attainment on its own is a number without a meaning. The quota is what gives it one.

Watch out A quota that was never set reads as zero, which makes attainment look infinite. Check the quota exists before you celebrate.

6Work the approvals queue #

Where CRM » Approvals

1. In the left menu, click Approvals.
2. Click the Pending box to narrow the list.
3. Use Approve or Reject on a row.
4. Write the note — it stays on the record.

You should see As a reviewer you see everybody's requests, not only your own. The note you write stays on the record.

Watch out Rejecting sends the rep back to edit the quote and ask again. It does not kill the deal, so say what would make it a yes.

7Read what was actually asked for #

Where CRM » Approvals » a pending row

1. Open a pending request.
2. Read the dimension, the requested value, and the threshold.

You should see You are approving a number against a rule someone else set, which is what makes the decision defensible a quarter later.

Watch out The threshold was set by your administrator, not by the rep. If it is consistently wrong for your market, that is a conversation with them — not a reason to approve everything.

8Check what the team is owed #

Where CRM » Commissions

1. In the left menu, click Commissions.
2. Read the plans, then the payouts waiting to be approved.

You should see You can answer 'what am I getting' before it is asked, and spot a payout that looks wrong before it is paid.

Watch out You can read these and check them. Releasing the money is somebody else's action, so raise a wrong figure rather than trying to fix it here.

9Keep the team list right #

Where CRM » Teams

1. In the left menu, click Teams.
2. Expand a team to see its members and the date each joined.
3. Use Add member to bring somebody in, and the remove icon to take them out.

You should see The team-wide pipeline you rely on is only as right as this list. A rep who was never added does not appear in your numbers.

Watch out Removing somebody from the team removes their deals from your team view. The deals are not deleted — they are simply no longer yours to see.

10See why a record landed where it did #

Where CRM » Territories

1. In the left menu, click Territories.
2. Read the priority beside each territory and the rule underneath it.

You should see You can answer 'why did that lead go to Dubai' without opening a ticket with your administrator.

Watch out You can read these. Changing them is your administrator's — which is why 'why did that lead go there' is a question you can answer yourself but not act on alone.

11Move a batch of deals in one action #

Where CRM » Opportunities

1. Open Opportunities.
2. Filter to the set you are moving — one owner, one stage, one close month.
3. Tick the header box to take everything the filter left.
4. Use the bar at the bottom.

You should see A rep leaves, a territory changes, a stage is renamed — the whole affected batch moves at once, and each deal is still checked on its own.

Watch out Filter first. Ticking the header box on an unfiltered list selects far more than you meant, and the bar's count is the only warning you get.

12Releasing commission money is not yours #

Where CRM » Commissions

1. Open Commissions.
2. Look at a payout waiting for approval: there is no action on it for you.

You should see Seeing what your team earned and releasing the money are deliberately different authorities — otherwise your own team's payout would be your decision.

Watch out This is the control that stops a manager signing off their own team's — and often their own — money.

13Changing the approval thresholds is not yours #

Where CRM Admin » Approval matrix

1. Try to open the approval matrix.
2. The product answers with a card saying this sign-in does not have access.

You should see A manager who could raise the threshold could waive their own approval. Then it would not be an approval.

Watch out If a threshold is genuinely wrong for your market, ask your administrator and say why. The answer is a policy change, not a workaround.

14Changing what a lead scores is not yours #

Where CRM Admin » Lead scoring

1. Try to open lead scoring.
2. The same card appears.

You should see Scoring decides which leads reach your team. The person measured on the result does not get to set the rule.

Watch out You can see the score on every lead. You just cannot change what produces it — which is what makes the score comparable across the team.

15Publishing a booking page is not yours #

Where CRM » Booking Pages

1. Try to open Booking Pages.
2. The same card appears: this sign-in does not have access.

You should see What a customer is shown in your company's name is set once, by the administrator — not differently by every manager.

Watch out If your team needs a booking page of their own, ask your administrator for one. What a customer sees in the company's name is set in one place on purpose.

1Check what your sign-in can do #

Where Your name, top right » Profile

1. Open your company's address in the browser — it looks like yourcompany.tarleaks.com.
2. Type the e-mail address your administrator set up for you, then your password.
3. You land on the app launcher: a grid of the apps your company uses.
4. Click the CRM tile.
5. Click your name in the top-right corner and choose Profile.
6. Read the roles panel.

You should see It says Account Executive. Building the deal, building the quote, asking for the discount and sending the quote are yours.

Watch out If a colleague can see a screen you cannot, it is almost always this chip rather than a fault.

Worth knowing Approving your own discount and declaring a deal won are not. Everything else in this guide follows from those two.

2Open your own book of deals #

Where CRM » Opportunities

1. In the left menu under CRM, click Opportunities.
2. Read the count in the line under the title.
3. Use the boxes across the top to narrow to open, won or lost.

You should see The list is already only yours. Nothing is being filtered out of a bigger list on the screen — you are simply sent your own deals.

Watch out A deal you expected and cannot find is usually owned by somebody else. Ask your manager to move it — reassignment is their action.

Worth knowing If a colleague's deal should be yours, ask your manager to move it. Reassigning is their action, not yours.

3Leads work the same way #

Where CRM » Leads

1. In the left menu, click Leads.

You should see Ownership is one rule applied in the same way everywhere, so you never have to wonder whose records are on the screen.

Watch out A lead sitting unworked for a week still counts against you. Work the queue, or disqualify with a reason.

4Work the board #

Where CRM » Pipeline Board

1. In the left menu, click Pipeline Board.
2. Drag a card from one column to the next when the deal really moves.
3. Open a card to read the deal, its quotes and its history.

You should see Dragging the card IS the stage change. There is no second form to fill in afterwards, which is why the board stays honest.

Watch out Move the card when the deal moves, not when you are updating the board on a Friday. A stage that is a week stale makes your forecast wrong and it is your number it makes wrong.

5Open your quotes #

Where CRM » Quotes

1. In the left menu, click Quotes.
2. Read the number, the total and the state on each row.
3. Open a quote for its lines, terms, approvals and files.

You should see A quote is a record with a life of its own — draft, sent, accepted — not an attachment stuck on the deal.

Watch out A quote in draft has not reached the customer, however finished it looks.

6Build a quote #

Where CRM » Quotes » New quote

1. Click New quote.
2. Fill the context section: title, account, contact, price book, currency.
3. Add a line for each thing you are selling, then set quantity and discount.
4. Create the quote, then send it from the quote's own screen.

You should see The price comes from the book you chose, and the total, the discount and the tax are worked out per line as you add them.

Watch out Choose the price book first. Changing it after you have added lines means re-pricing every one of them.

Worth knowing Choose the price book before you add lines. Changing it afterwards means re-pricing everything you already added.

7Open the company and the people at it #

Where CRM » Accounts, and CRM » Contacts

1. In the left menu, click Accounts.
2. Search for the company.
3. Open it for the contacts, deals, quotes and history in one place.

You should see Accounts and contacts are shared. Everyone selling into a company works from the same record, so nobody is surprised by a colleague's conversation.

Watch out Search before you create. The same company entered twice splits its history in half and both halves look thin.

8Add a company you are selling to #

Where CRM » Accounts » New account

1. Click New account.
2. Fill the name, the type and the industry, then save.

You should see One record per company. If they are already there — even under a slightly different name — use the one that exists rather than making a second.

Watch out Search for the company first. Creating a duplicate is easy and untangling one later is not.

9See what is booked with customers this week #

Where CRM » Calendar

1. In the left menu, click Calendar.
2. Read the week.

You should see A meeting that lives only in your own diary is a meeting nobody else can pick up if you are away.

Watch out A meeting that lives only in your own diary cannot be picked up by anyone if you are away. Book it here.

10See where your discount request got to #

Where CRM » Quotes » a quote » Approvals, or the Approvals list

1. Open the quote and switch to its Approvals tab.
2. Read the tier, the decision and who decided.
3. The Approvals list shows every request you raised, in one place.

You should see You see the requests you raised. Your manager sees everybody's. Same screen, two different lists, decided by the sign-in.

Watch out A quote whose discount is above the threshold cannot be sent until it is approved — the send action refuses and says so. That refusal is the prompt to get the approval, not a fault.

11Check what you are owed #

Where CRM » Commissions

1. In the left menu, click Commissions.
2. Read your payouts.

You should see You can check your own money without being able to see anybody else's.

Watch out A figure that looks wrong is worth raising early. After the payout is released it is a correction rather than a fix.

12Read the number you are measured on #

Where CRM » Forecasts

1. In the left menu, click Forecasts.
2. Read the period and the quota line.

You should see You see the forecast and the quota before the conversation about them, which is the only useful time to see them.

Watch out Your own close dates and stages produce this. If it looks wrong, the fix is usually on your board rather than on this screen.

13Tidy a batch of quotes #

Where CRM » Quotes

1. Open Quotes.
2. Tick the quotes you are tidying.
3. Use the bar at the bottom.

You should see Quote housekeeping is part of owning the deal, so the batch is offered to you here — and each quote is still checked on its own.

Watch out A quote already sent to a customer has left the building. Tidy drafts, not the record of what somebody was told.

14Approving your own discount is not yours #

Where CRM » Approvals

1. Look down the CRM menu: the Approvals queue is not offered to you.
2. Open a request you raised from the quote instead — there is no approve or reject action on it.

You should see You ask; somebody else decides. If you could do both, the request would be a formality rather than a control.

Watch out Chasing is fine and normal. If a request has sat for a day, say so — the product does not nag on your behalf.

15Declaring a deal won is not yours #

Where CRM » Pipeline Board

1. Open a deal on the board.
2. Mark lost is yours: choose it and pick a reason.
3. Declaring the deal won is your manager's — tell them the day it happens.

You should see Losing a deal is your call — you were there. Declaring one won moves the number your manager answers for, so it is theirs.

Watch out A won deal that sits un-closed makes the forecast wrong in the direction nobody wants. Tell your manager on the day, not at month end.

16Territories are not yours #

Where The left menu, under CRM

1. Look down the CRM menu.
2. Territories is not there.

You should see Who owns which patch is a management decision. You work the patch you were given.

Watch out If you keep receiving records that are not yours to work, that is a territory conversation with your manager.

17The catalogue is read through the quote, not edited #

Where The left menu, under CRM

1. Look down the CRM menu: Products is not there.
2. Open a quote instead and add a line — the whole catalogue is in the picker.

You should see You sell what the company sells, at the price the company set. Adding a product or moving a price is somebody else's decision.

Watch out A product missing from the picker is a request to your administrator, not a reason to type the price in by hand.

1Check what your sign-in can do #

Where Your name, top right » Profile

1. Open your company's address in the browser — it looks like yourcompany.tarleaks.com.
2. Type the e-mail address your administrator set up for you, then your password.
3. You land on the app launcher: a grid of the apps your company uses.
4. Click the CRM tile.
5. Click your name in the top-right corner and choose Profile.
6. Read the roles panel.

You should see It says SDR. Leads, contacts, sequences, e-mail and meetings are yours.

Watch out Your menu is genuinely shorter than a colleague's. That is the job, not a setup that somebody forgot to finish.

Worth knowing Opportunities, quotes, pricing and the forecast are not on your menu at all. That is the shape of the job, not something somebody forgot to switch on for you.

2Open your own lead queue #

Where CRM » Leads

1. In the left menu under CRM, click Leads.
2. Read the count under the title.
3. Use the boxes across the top to narrow — new, working, qualified, converted.

You should see You are given your own queue rather than the company's list, which is what makes it workable on a Monday morning.

Watch out The filter is written into the address, so 'my new leads today' can be a bookmark rather than four clicks every morning.

3Add a lead by hand #

Where CRM » Leads » New lead

1. Click New lead.
2. Fill the name, e-mail, company and source.
3. Leave the owner alone unless you know better — the routing rules decide.

You should see Most leads arrive from a form or an import. This is for the one you met at a conference, and it should look identical to the ones that arrive on their own.

Watch out Fill in Source even when it feels obvious today. In three months nobody will remember which conference this was.

Worth knowing Source is the field your marketing team will ask about later. Fill it in even when it feels obvious to you today.

4Read the whole lead, including your company's own questions #

Where CRM » Leads » any lead

1. Open a lead from the list.
2. Read Contact, then Qualification, then the custom-fields section.
3. Use the arrows at the top of the record to walk to the next lead without going back to the list.

You should see What your business needs to know before a lead is worth a demo is on the record itself, not buried in a note somebody wrote.

Watch out Fill the qualification fields as you learn the answers, not at the end. A lead handed over with empty fields is handed over twice.

5Convert a good lead — and hand it over #

Where CRM » Leads » Convert

1. Open the lead and choose Convert.
2. Tick Create contact, Create account and Create opportunity.
3. Fill in the opportunity details.
4. Choose the owner — the person who will run the deal.
5. Convert.

You should see One action produces a contact, a company and a deal, all linked back to the lead. The deal then belongs to the person you named — it does not stay with you, because opportunities are closed to this sign-in.

Watch out Choose the owner deliberately. Get it wrong and the deal sits with somebody who does not know it exists — and you cannot fix it afterwards, because deals are not yours to open.

Worth knowing Choosing the owner is the handover. Get it right here and nobody has to chase who owns the new deal.

6Give up on a lead properly #

Where CRM » Leads » Disqualify

1. Open a lead you are giving up on.
2. Choose Disqualify.
3. Pick a reason from the list.

You should see 'Not a fit' typed forty different ways cannot be counted. A fixed list can, and that is what tells your company where the leads are going wrong.

Watch out Disqualify properly rather than leaving the lead to rot in 'working'. The reason is what tells your company where the leads are going wrong.

7Put a lead into a sequence #

Where CRM » Sequences

1. In the left menu, click Sequences.
2. Open one and read its steps: what goes out, and how long after the step before.

You should see Following up becomes a sequence you enrol somebody into, rather than forty reminders you keep in your head.

Watch out Read the whole sequence before enrolling anybody. You are signing your name to every message in it.

8See who is in a sequence and where they are #

Where CRM » Sequences » a sequence

1. Open a sequence.
2. Read who is enrolled and which step they are on.
3. Pause, resume or take somebody out.

You should see The moment somebody replies you take them out, so a real conversation is never interrupted by an automatic follow-up.

Watch out Take somebody out the moment they reply — before you write your answer. An automatic follow-up landing after a real conversation is the fastest way to lose one.

Worth knowing Taking somebody out of a sequence is the first thing to do after a reply — before you answer, not after.

9Work the shared mailbox #

Where CRM » Inbox

1. In the left menu, click Inbox.
2. Pick a thread on the left; the conversation opens on the right.
3. Reply from here, using a template where one fits.

You should see A reply that lands here is already attached to the lead or contact it came from, so the next person to open that record can read the whole exchange.

Watch out Reply here rather than in your own mail client. A reply sent from outside is invisible to whoever picks the record up next.

10Book the meeting that starts the deal #

Where CRM » Calendar

1. In the left menu, click Calendar.
2. Read the week: what is booked, with whom.

You should see Booking the meeting IS the handover. The account executive picks it up from here with the whole history attached.

Watch out Booking the meeting is the handover. Put what you learned on the lead before the meeting happens, not after.

11Check whether they are already a customer #

Where CRM » Accounts, and CRM » Contacts

1. In the left menu, click Accounts.
2. Search for the company before you call.
3. Open the account to see who already talks to them.

You should see Calling an existing customer as though they were a stranger is the one call you cannot take back. Thirty seconds here prevents it.

Watch out Calling an existing customer as though they were a stranger is the one call you cannot take back. Thirty seconds here prevents it.

12Deals are not yours #

Where The left menu, under CRM

1. Look down the CRM menu.
2. Opportunities is not there.

You should see A lead becomes a deal when you convert it, and the deal belongs to the person who will close it. Your part is finished at that point.

Watch out You create deals by converting leads. You just do not keep them afterwards.

13Quotes are not yours #

Where The left menu, under CRM

1. Look down the CRM menu.
2. Quotes is not there.

You should see Pricing a deal is the deal desk's job and it starts after your handover. If a prospect asks for a price, pass them to the owner rather than guessing.

Watch out If a prospect asks for a price, hand them to the deal's owner. Guessing a number is worse than saying you will find out.

14The forecast is not yours #

Where The left menu, under CRM

1. Look down the CRM menu.
2. Forecasts is not there.

You should see You are measured on qualified leads and meetings booked, not on a pipeline number you do not own.

Watch out Your numbers are qualified leads and meetings booked. Ask your manager where you can see those if they are not obvious.

15Editing deals in a batch is refused too #

Where There is no deal list to select from.

1. There is no deal list, so there is nothing to select.
2. The batch action refuses on its own as well.

You should see The refusal is at the request, not only at the screen — so a bookmark, a shared link or a saved view cannot get round it either.

Watch out A link a colleague sends you gets the same answer as the menu does. Nothing gets round it, which is the point.

16Sending a quote for approval is refused #

Where There is no quote to send it from.

1. There is no quote to send for approval.
2. The request refuses.

You should see The discount conversation happens between the account executive and their manager, after your handover. You are not in it, and you do not need to be.

Watch out The discount conversation is between the deal's owner and their manager. Passing on what the customer said about price is useful; asking for the discount yourself is not yours to do.