Standard Operating Procedure (SOP) CRM Lead Management

CRM Lead Management – BODY TIME

Applies to: All Sales Reps
Products Covered: iBody Smart EMS Home Training System, Eximia Body Contouring
CRM Statuses Used: Open, Won, Lost, Abandon
Goal: Ensure efficient, consistent lead handling and maximize conversions.

✅ 1. CRM Status Definitions

Status	Definition
OPEN	Active lead still being worked on. Requires follow-up.
WON	Sale successfully closed. Payment received.
LOST	Lead declined the offer after engagement.
ABANDON	Lead unresponsive, unreachable, or fake. No further follow-up scheduled.

📈 2. Lead Lifecycle – Stage-by-Stage Workflow

🔹 OPEN STATUS

1. New Lead – Inquiry Received

• Source: WhatsApp, Website, Walk-in, Instagram, Referral, Ads.
• Action: Respond within 10 minutes.
• Assign to a sales rep.
• Tag lead source and product of interest (iBody or Eximia).

2. Contact Attempted

• Action: Attempt to reach the lead (call + WhatsApp + email).
• Rule: Minimum 3 attempts/day over 3 days.
• No response after 3 days? → Move to Abandon.

3. Engaged & Interested

• Lead has responded positively.
• Action: Ask qualifying questions (goal, budget, availability).
• Goal: Book consultation/demo immediately.

4. Consultation / Trial Booked

• Action: Confirm date/time.
• Send reminders 24h and 2h before via WhatsApp.
• Mark attendance after session.

5. Consultation / Demo Completed

• Action: Present offer (iBody device or Eximia package).
• Gather feedback and objections.

6. Offer Sent / In Negotiation

• Action: Send formal pricing/options via WhatsApp or email.
• Follow-up daily or as agreed with the lead.
• Track decision timeline.

🟢 WON STATUS

7. iBody Sold / Eximia Package Sold

• Payment received.
• Action:
  • For iBody: Trigger onboarding, arrange delivery, assign coach (if MotivatedFit included).
  • For Eximia: Schedule first session and update treatment plan.
• Tag sale value, payment type, and upsell opportunities.

🔴 LOST STATUS

8. Lead Declined Offer

• Action: Mark as Lost.
• Select reason:
  • Too expensive
  • Not ready
  • Competitor offer
  • Not interested
• Add to future reactivation campaign (60–90 days).

🔕 ABANDON STATUS

9. No Reply / Fake Contact / No Show

• Criteria:
  • No reply after 3 days of multi-channel outreach
  • No-show for appointment with no response
  • Fake or invalid contact
• Action: Mark as Abandon.
• Add to automated cold lead campaign (30–60 days later).

🎯 3. Lead Management Rules

Task	Frequency
First contact attempt	Within 10 minutes of inquiry
Follow-up on unresponsive leads	3x/day for 3 days
Reminder before booked session	24h and 2h prior
Update CRM after appointment	Immediately after session
Move lead to appropriate status	Same day based on activity

🏷️ 4. Tags & Filters to Use

• Product: iBody / Eximia
• Source: Instagram / WhatsApp / Referral / Walk-in / Ad
• Area of concern (for Eximia): Belly / Legs / Arms / Full Body
• Reason Lost: Price / No Time / Not Interested / Already Joined
• Abandon Reason: No Show / Fake Info / Ghosted

🎯 5. Manager Notes

• Track conversion rate per sales rep weekly.
• Monitor “Trial Completed → Package Sold” %.
• Follow up with LOST leads after 60 days with new offers.
• Review ABANDON segment for reactivation every 30–45 days.

Related Article

Mastering Lead Qualification: The 11 Sales Stages That Close More Clients at BODY TIME

9 Stages iBody – Standard Operating Procedure (SOP)

CRM Lead Management – BODY TIME iBody Smart EMS Home Training System

Applies to: Sales Team
Product: iBody Smart EMS Home Training System (+ MotivatedFit Coaching)
CRM Statuses: OPEN, WON, LOST, ABANDON
Pipeline Steps Covered: 9 stages under OPEN

✅ CRM Status: OPEN

1. New Lead – iBody Inquiry

What It Means:
A new lead has submitted interest via ad, website, Instagram, WhatsApp, or referral.

Actions Required:

• Respond within 10 minutes (first impression matters).
• Tag source (Instagram, ad, referral, etc.).
• Assign lead to available sales rep.
• Enter in CRM with contact details and product interest (iBody).

Tools:
CRM → New Entry | WhatsApp Business | Auto-tagging | Notification system

2. Contact Attempted

What It Means:
First outreach has been initiated by sales rep.

Actions Required:

• Attempt contact by call, WhatsApp, and email.
• Minimum 3 contact attempts/day for 3 consecutive days.
• Use voice notes or personal video if appropriate.

Next Step:
If no response after 3 days → mark as ABANDON

3. Engaged & Interested

What It Means:
Lead replied and showed curiosity about iBody.

Actions Required:

• Ask key qualifying questions:
  • What are your goals?
  • Do you prefer home use or gym sessions?
  • Do you live in UAE or abroad?
  • Budget expectation?
• Build rapport and explain EMS concept briefly.

Next Step:
Book a consultation or demo.

4. Consultation or Demo Booked

What It Means:
Lead agreed to an appointment (online or in-person).

Actions Required:

• Confirm date & time.
• Send automated reminders 24h and 2h before.
• Share address or Zoom link.
• Prepare presentation and any demo equipment.

Tools:
Calendar | WhatsApp reminders | CRM auto-update

5. Consultation/Demo Completed

What It Means:
The meeting or demo has taken place successfully.

Actions Required:

• Present benefits of iBody (Made in Germany, AI-driven EMS, 10 min/week).
• Demonstrate full-body EMS with visuals or video.
• Identify client needs clearly.
• Introduce MotivatedFit as added value.

Documentation:

• Record lead feedback in CRM.
• Note key objections or interest level.

6. Qualified Buyer (Need, Budget, Authority)

What It Means:
Lead has confirmed they:

• Need the product
• Have the budget
• Are the decision-maker

Actions Required:

• Confirm they’re ready to move forward soon.
• Eliminate any remaining doubts.
• Prepare personalized offer.

7. Offer Sent (iBody + Coaching)

What It Means:
Lead received full pricing and package options.

Actions Required:

• Send official offer via WhatsApp/email.
• Include breakdown:
  • iBody: AED 7990
  • MotivatedFit: AED 3990 (Free if bundled)
• Mention value: lifetime access, 7-week coaching, delivery, training.
• Provide payment links or plans (if applicable).

8. Follow-Up & Objections

What It Means:
Lead hasn’t yet closed. They may have doubts, questions, or concerns.

Actions Required:

• Follow up daily or as scheduled.
• Handle objections (price, time, family, etc.).
• Send testimonials, comparisons (e.g., Miha Bodytec vs. iBody), before/after results.
• Offer limited-time incentives if needed.

Tip:
Use the “Feel–Felt–Found” method for handling objections.

9. In Negotiation / Payment Plan

What It Means:
Lead is interested but discussing:

• Discounts
• Payment methods (installments, crypto)
• Delivery terms
• Partner/spouse approval

Actions Required:

• Stay available and proactive.
• Answer all final questions.
• Provide payment link or invoice.
• Confirm decision date.

📌 Notes for Management

• KPI to track: Conversion % from Step 5 → Step 9
• Auto-tag leads with status and priority level
• Escalate hot leads who stall in step 8/9 after 7+ days
• Review pipeline weekly in sales meeting

9 Stages Eximia BODY CONTOURING – Standard Operating Procedure (SOP)

CRM Lead Management – BODY TIME Eximia Body Contouring

Applies to: Sales Team, Front Desk
Product: Eximia – Non-surgical liposuction, fat reduction, body contouring
CRM Statuses: OPEN, WON, LOST, ABANDON
Pipeline Steps Covered: 9 core steps under OPEN

✅ CRM Status: OPEN

1. New Lead – Eximia Inquiry

What It Means:
A new lead has shown interest in Eximia through an ad, WhatsApp, website, or walk-in.

Actions Required:

• Respond within 10 minutes via WhatsApp or phone.
• Tag source (Instagram, Google, walk-in, referral, etc.).
• Identify area of concern: belly, legs, arms, or full body.
• Assign to the correct sales rep or consultant.

2. Contact Attempted

What It Means:
Initial outreach has been made via WhatsApp, phone, or email.

Actions Required:

• Attempt to reach the lead using multiple channels.
• Minimum of 3 contact attempts per day, for 3 consecutive days.
• Use personalized voice notes or photos/videos of Eximia room to build trust.

Next Step:
No response after 3 days → mark as ABANDON

3. Engaged & Interested

What It Means:
Lead has replied and expressed interest in booking a consultation or trial.

Actions Required:

• Ask questions:
  • What area are you interested in reducing?
  • Have you done body contouring before?
  • When are you available for a consultation?
• Share client before/after photos if needed.

4. Consultation or Trial Booked

What It Means:
The client has scheduled an appointment for a consultation or first trial session.

Actions Required:

• Confirm the booking date and time.
• Send automated WhatsApp reminders 24 hours and 2 hours before the appointment.
• Prepare the consultation setup, measuring tape, scanner, and consent form.

Tip:
Use this stage to pre-frame results like “3–7 cm fat loss per session” and upsell a package.

5. Consultation / Trial Completed

What It Means:
The client showed up and had their consultation and/or trial session.

Actions Required:

• Present full Eximia protocol.
• Take before photo, measurements, and scan.
• Explain the science of radiofrequency, vacuum, and microcurrents.
• Offer trial session if not done yet.
• Ask about comfort, experience, and interest.

Documentation:
Note all details in CRM: session feedback, body focus, and interest level.

6. Qualified Buyer (Need, Budget, Authority)

What It Means:
The client is serious. They want to reduce fat, have the budget, and can make decisions.

Actions Required:

• Confirm readiness:
  • Are you happy with the trial?
  • Would you like to start the package this week?
• Highlight packages:
  • 5+1 free
  • 9+3 free
  • 1 area, 2 areas, or full body options

7. Offer Sent – Package Options

What It Means:
The client has received a tailored package offer.

Actions Required:

• Send pricing and options clearly via WhatsApp or in person.
• Include:
  • Package size
  • Bonus sessions
  • Validity
  • Payment options
  • Limited-time offers
• Ask if they’d like to reserve today to guarantee the offer.

8. Follow-Up & Objections

What It Means:
The client is considering the offer but hasn’t confirmed yet.

Actions Required:

• Follow up within 24h.
• Handle objections (e.g., price, time, results doubts).
• Resend before/after photos and success stories.
• Offer flexible start dates or down payment options.

9. In Negotiation / Payment Plan

What It Means:
The client wants to move forward but needs to arrange payment or confirm details.

Actions Required:

• Finalize payment method (cash, card, plan).
• Book first session if possible.
• Confirm any customizations (e.g., combining areas, upgrade options).

Tip:
Use urgency triggers like “limited promo ends this week” or “only 2 slots left at this rate.”

📌 Notes for Management

• Track how many leads reach Stage 5 and convert.
• Use conversion % from “Trial Completed” → “Package Sold” as KPI.
• Escalate stalled leads in Step 8 or 9 to senior closer.
• Tag leads for future campaigns based on session type or interest area.