HOUSECALL PRO

PARTICIPANT GUIDE

SALESFORCE - OUTBOUND SDR

DATE CREATED JANUARY 20, 2023
 PARTICIPANT GUIDE

Learning
Objectives

Describe tasks and Navigate lead list Demonstrate

leads views in Salesforce booking demos

Create a task and a Describe why it's Identify the significance

note on a lead important to mark of key data fields on a
a lead as “lost” and lead
DNC

Perform each step to Describe 3 benefits Demonstrate using data

mark a lead as lost to managing your from the lead object
and DNC a lead with pipeline layout on a mock call
100% accuracy

Training Topics

1 INTRO TO SALESFORCE (Pg. 4)

2 PIPELINE MANAGEMENT AND CALL CADENCE (Pg. 10)

3 LEAD OBJECT LAYOUT (Pg. 25)

4 BOOKING DEMOS (Pg. 31)

5 LEAD EXHAUSTION (Pg. 39)

 INTRODUCTION to the
COURSE/CURRICULUM

Salesforce is the Customer Relationship Management (CRM) application we use at

Housecall Pro.

It keeps track of all sales activity - from number of calls to enrolled customers.

We use Salesforce everyday to keep track of our Pros and engage with them.
SALESFORCE:
INTRO TO
SALESFORCE

DESCRIBE TASKS AND LEADS

NAVIGATE LEAD LIST VIEWS IN

SALESFORCE
 PARTICIPANT GUIDE

NOTES PAGE
How does Salesforce apply to my role?

CONTACT INFORMATION
Type your responses below

PERFORMANCE METRICS
Type your responses below

TASKS AND PIPELINE

Type your responses below.
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to log in to Salesforce.

SALESFORCE: Log in

Step 1 | Open
https://housecallpro.
my.salesforce.com/

Step 2 | Type in
User and Password
(User is your work
email) and
(Password you
personalized during
setup)

Step 3 |Click Log In

Step 4 | Use the

authenticator from
the top right of your
toolbar to copy and
paste your
verification code

Click on Verify
Identity

Done! You should

now be seeing your
home screen on
Salesforce
 PARTICIPANT GUIDE

TECHNOLOGY GUIDE
Listviews allow you to see a filtered list or subset of records of leads and tasks.

SALESFORCE: Listviews

Step 1 | Click the

dropdown arrow
from the
navigation menu.

Step 2 | A
dropdown menu
will appear.

Click into one of

the menu options:
Tasks, Leads.
 PARTICIPANT GUIDE

ACTIVITY TITLE
Objectives Instructions Materials

Describe tasks and leads 1) In breakout groups, use Participant Guide

Google to find a description
for each of the following
Salesforce menu items

2) Write your descriptions Time

down below
10 min
3) Present your findings to the
class

Describe the following:

Menu Item Description

Tasks

Leads
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to use the Search Bar

SALESFORCE: The Search Bar

Step 1 | Open
Salesforce, then
locate the Search
Bar in the top
middle portion of
the screen

Step 2 | You can

use the Search
Bar to locate
individual/specific
items in
Salesforce.

For example, type

in your stage
name in the
search bar.

From the options,

click on the
option: Lead.
SALESFORCE:
PIPELINE
MANAGEMENT
&
CALL CADENCE
DESCRIBE 3 BENEFITS TO MANAGING
YOUR PIPELINE

NAVIGATE LEAD LIST VIEWS

DEMONSTRATE HOW TO MANAGE YOUR

PIPELINE BY CREATING A TASK AND NOTE
ON A LEAD
HOW TO
MANAGE YOUR
PIPELINE
 PARTICIPANT GUIDE

1.

2.

3.

4.

5.
 PARTICIPANT GUIDE

ACTIVITY
Objectives Instructions Materials

Describe three benefits to 1) In breakout groups, Participant Guide

managing your pipeline discuss the benefits of
managing a sales
pipeline for:
○ The Pro
○ The Business
○ You
Time
2) Prepare to share your
findings with the class 5 min

See observation sheets on the next page to complete the activity

 PARTICIPANT GUIDE

ACTIVITY PAGE
What are the benefits to the Pro of managing your pipeline?

What are the benefits to the business of managing your pipeline?

What are the benefits to you of managing your pipeline?

 PARTICIPANT GUIDE

1 2 3

1.

2.

3.
 PARTICIPANT GUIDE

TECHNOLOGY GUIDE
Listviews allow you to see a filtered list or subset of records of leads and tasks.

SALESFORCE: Listviews (Continued)

Step 3 | By default,
Salesforce will
automatically bring
you to the “Recently
Viewed” listview

Step 4 | Click the

drop down arrow
next to the name of
the Listview to search
a different one.

What listviews should I

have?

● My 0 min
● My 1+ min
● My 3+ min
● My Booked Demos
● My Missed Demos
 PARTICIPANT GUIDE

LEAD LIST VIEWS ACTIVITY

Objectives Instructions Materials

Navigate lead list views in 1) Search your 5 listviews: Salesforce

Salesforce My 0 min Participant Guide
My 1+ min
My 3+ min
My Booked Demos
My Missed Demos

2) Open up one list view and

write what leads are shown
Time
and why they are important
10 min
3) Be prepared to share your
findings with the class

Write your answers below.

 PARTICIPANT GUIDE

NOTES PAGE
Use this section to answer the following questions about call cadence.

What is call cadence? Why is call cadence important?

What is the call cadence for the following?

My 0 min leads:

My 1 min leads:

My 3 min leads:

My missed demos:
NOTES
AND
TASKS
 PARTICIPANT GUIDE

NOTES PAGE
Salesforce: Using Notes and Tasks

WHAT ARE SOME THINGS WE MAY WANT TO ENTER IN AS NOTES?

WHAT WOULD WE USE A TASK FOR?

 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to add notes on a lead.

SALESFORCE: Creating a Note

Step 1 | Open a
lead in Salesforce.

The area to add a

note is located on
the upper right
hand side of a
lead.

Click on the drop

down arrow, next
to lost lead
reason.

Step 2 | Click the

dropdown arrow
and then click
“New” to create a
new note

Step 3 | A new
window will
appear with text
fields to title the
note and enter
any additional
text

Click “Done”
located in the
bottom right hand
portion of the
notes window to
save your note
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to add a task.

SALESFORCE: Creating a Task

Step 1 |
Open a lead
in
Salesforce.

The area to
add a task
is located in
the activity
section.

Step 2 |
Click on the
new task
button.

Step 3 | Fill
in the
subject, due
date and
date/time
for
reminder.

Then, click
“Save” in
the bottom
right hand
corner

Remember,
always check
the box for
reminder set.
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to send an email.

SALESFORCE: Creating a Task

Step 1 |
Open a lead
in
Salesforce.

Click on the
email
located at
the top.

Step 2 |
From the
email
screen, click
on the
template
icon on the
bottom of
the screen.

Select
Insert a
template.
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to send an email.

SALESFORCE: Creating a Task

Step 3 |
From the
section
Template
make sure to
have All
Classic
Templates.

In Template
folders
select One
Star.

Use the
search bar to
locate the
email
template you
want to
insert.

Click on the
desired
template.

Step 4 |

Click send.

NOTE:
Recommended
templates:
Housecall Pro
Intro
Info Email #2
Info Email #4
SALESFORCE:
LEAD OBJECT
LAYOUT

IDENTIFY THE SIGNIFICANCE OF KEY DATA

FIELDS ON A LEAD

DEMONSTRATE USING DATA FROM THE

LEAD OBJECT LAYOUT ON A MOCK CALL
 PARTICIPANT GUIDE

LEAD OBJECT LAYOUT:

BASIC CONTACT INFORMATION:

VERTICAL, TIMEZONE:

LEAD STATUS BAR:

ACTIVITY FEED:
 PARTICIPANT GUIDE

Lead Progression

New Contacted

Working
Demo Booked

Demo Rescheduled Demo Missed

Lost Lead Converted

 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
If the lead is missing a name, email, or the company name is a generic “Your Company,” you can
edit the lead so the information is updated and correct.

EDITING CONTACT INFORMATION ON A LEAD

Step 1 | On the top part

of the lead, click “Edit”

A new window will appear

Step 2 | Scroll down until

you find the section
labeled “Lead
Information.”

Fill in the missing

information, then click
“Save.”
 PARTICIPANT GUIDE

FILL IN THE BLANKS

Objectives Instructions Materials

Identify the In breakout groups: Participant Guide

significance of key
data fields on a lead 1) Locate the short story in your
participant guide

2) Read the short story and fill in the

blanks using the list of words provided
Time
in the word bank. Each word may be
used more than once 10 min

(See activity on next page)

 PARTICIPANT GUIDE
FILL IN THE BLANKS
Read the short story and fill in the blanks using the list of words provided
in the word bank. Each word may be used more than once:

● Activity Feed
● Company Name
● Demo Booked
● Email Address
● Lead Status Bar
● Name of the Pro
● Phone Number
● Timezone
● Vertical

John is an SDR at Housecall Pro and is about to call a lead. John views the lead in
Salesforce and knows this is a new lead because when he views the lead in Salesforce,
the status in the Lead Status Bar is listed as “New.”

The Name of the Pro and Company Name gives John an idea of
who he will be talking to.

The Vertical lets John specifically know what industry and line of work
the Pro is in so he can find some common ground.

John clicks on the Phone Number to place the call. The Pro is interested in
scheduling a demo, so John references the Pro’s Timezone to make sure
he sets an appointment at the correct time.

John wants to send a google calendar confirmation for the Pro so he will need to
make sure the Pro’s Email Address is correct.

After John hangs up the phone, the Lead Status Bar changes from “New” to
Demo Booked .
The call is also logged in the activity feed . On to the next!
SALESFORCE:
BOOKING
DEMOS

DEMONSTRATE BOOKING DEMOS:

● SCHEDULED DEMO
● OTS DEMO

POST TRANSFER PROCESS

 PARTICIPANT GUIDE

NOTES PAGE
Booking Demos in Salesforce

WHAT IS THE DIFFERENCE BETWEEN AN OTS DEMO AND A SCHEDULED DEMO?

Type your responses below

OTS on the spot right there and there, specific time of the day when is a scheduled one

scheduled
when you scheduled a demo in SF creats a calendar invitacion for the pro, to help him
remember.
sends a Email invitation (update email)
double check email.

records information, as a "Demo Record",

OTS
ots logs info and creats a demo records, but frezee the email invitation, time zone is
important
 PARTICIPANT GUIDE

TIME ZONE CHART

TIME ZONES

Pacific Time +0

Mountain Time +1

Central Time +2

Eastern Time +3

It is imperative that we understand what time our Pro’s are requesting a callback/demo for, in relation
to Pacific Time.
 PARTICIPANT GUIDE

BOOKING DEMO ACTIVITY

Objectives Instructions Materials

Demonstrate booking a demo in 1) Locate yourself as a lead in Computer

Salesforce Salesforce Salesforce
2) Click the “Schedule Demo”
button
3) Fill in the fields and
schedule a demo for this
pro:
● Electrical company, 2 Time
employees, interested in
scheduling 10min
● Wants a demo this
Saturday at 12pm PST

See instructions on the next page for how to book a demo in Salesforce
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to schedule demos in Salesforce

SALESFORCE: Scheduling Demos

Step 1 | Open a
lead in Salesforce.

Click the
“Schedule Demo”
button from the
top drop down
menu.

Step 2 | A new
window will
appear with
information for
you to fill in about
the Pro

Fill in all fields

that have a red
asterisk.
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to schedule demos in Salesforce

SALESFORCE: Scheduling Demos (Continued)

Step 2
(continued) | Fill
in all fields that
have a red
asterisk

IMPORTANT:

Make sure the

time you select in
the “Booked For
Date/Time” field
is in PACIFIC time
zone

You can
disregard/ignore
all the other fields
that do NOT have
a red asterisk

Click Save once all

fields have been
entered
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to book OTS (On the Spot) demos in Salesforce.

SALESFORCE: OTS Demos

Step 1 | Open a
lead in Salesforce.

Click the “OTS”

demo button

Step 2 | A new
window will
appear with
information for
you to fill in about
the Pro.

Fill in all fields

that have a red
asterisk.

IMPORTANT:

Make sure you

select the correct
ES that you
transferred the
pro to.

Click “Save” once

you’re done
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to update demo record. (Post Transfer Process)

SALESFORCE: OTS Demos

Step 1 | Click on
Demo Record.

Then, click on
Demo Details.

Step 2 | A new
tab will open up.

Scroll down to
locate and
update the
following:

Check transferred
box
Type in ES name
Fill in what should
we know about
them?
How can we help?
Gas Card
Campaign
SALESFORCE:
LEAD
EXHAUSTION

DESCRIBE WHY IT’S IMPORTANT TO MARK

A LEAD AS “LOST” AND DNC

PERFORM EACH STEP TO MARK A LEAD AS

LOST AND DNC A LEAD
 PARTICIPANT GUIDE

NOTES PAGE

What is a Lost Lead?

Use this section to write reflections from the class.

What is DNC?
Use this section to write reflections from the class.

Why are they important?

Use this section to write reflections from the class.
 PARTICIPANT GUIDE

Lost Lead Reasons

Bad Contact Info Not Ready

Product Limitation Support

Competitors Not Target Prospect

Price/Cost Do Not Call

 PARTICIPANT GUIDE

LOST LEADS ACTIVITY

Objectives Instructions Materials

Match the scenario to the In breakout groups: Computer

proper lost lead reason Participant Guide
1) Locate the activity in
(Bad Contact Info - Product Limitation
Competitors - Price Cost - Not Ready
your participant guide
Support - Not Target Prospect - DNC)
2) Read each scenario and
Time
match it to the proper
lost lead reason
10 min

Write you answers below.

“We’re sorry, you have reached a number that “I’m looking for [insert feature we don’t have]
has been disconnected or is no longer in service.” and until you have that I won’t be interested in
talking. Goodbye.”

“We just signed a 2 year contract with Verizon “We have 15 users and a budget of $100 we
Connect and are really happy. I wouldn’t be able cannot exceed. It’s never going to work.
to use you even if I wanted to because our Goodbye.”
company legally requires us to use it.”

“Something came up so I am still working full “I am actually applying for a job at HCP and just
time for another company that already uses HCP wanted to check out the app.”
but I plan on opening my own business in 2
years.”

“I work for a business that uses HCP and am just “Please take me off your list.”
trying to join their account. Can you help me?”
 PARTICIPANT GUIDE

LOST LEADS ACTIVITY

Objectives Instructions Materials

Describe why it’s important to 1) In your own words, Computer

mark a lead as “lost” or “DNC” describe why it’s Slack
important to mark a lead
as “lost” or “DNC”

2) Post your responses in

Slack Time

3) We will read each 5 min

definition
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to mark a lead as lost lead or DNC.

SALESFORCE PIPELINE MANAGEMENT: LOST LEADS

Step 1 | Select proper

lost lead reason in
Genesys.

Step 2 | Click on Done to

wrap-up.
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to mark a lead as lost lead or DNC.

SALESFORCE PIPELINE MANAGEMENT: LOST LEADS

Step 3 | On Salesforce fill

in the Lost Lead
workflow. Include
Contact Role, Lost Lead
Specifics and Save.

Step 3 | On Salesforce
you will now see the lead
status as Lost Lead.
SALESFORCE:
APPENDIX

ADDITIONAL TIPS:
SPLIT VIEW
 PARTICIPANT GUIDE
TECHNOLOGY GUIDE
Use these instructions to use the Split View function

SALESFORCE: Split View

Step 1 | Click
the small arrow
on the side to
use the split
view mode

Split view allows you to have your listview on the left side, while still displaying
the lead info on the right hand side: