Weeks 3-4: CRM & Pricing System Training

Overview

Weeks 3–4 focus on the tools and systems the sales rep uses to manage their pipeline, create proposals, process financing, and track follow-ups. A rep who cannot navigate ServiceTitan and GoodLeap will lose deals and create rework for the office. ## Systems to Master

### ServiceTitan (Sales Workflow)

The rep must be able to perform these tasks independently by end of Week 4:

- Review the dispatch board to see their upcoming appointments

- Open a customer record and review history

- Create an estimate/proposal for a customer (water heater, water treatment, repipe)

- Attach proposal to a job and share with customer

- the Manager a job as sold and record the sold option

- Log notes on every customer interaction (call, visit, follow-up)

- Set follow-up reminders in ServiceTitan for unconverted leads

Training resource: ServiceTitan for Sales SOP (Phase 3). Walkthrough with Office Admin or Operations Manager. ### GoodLeap Financing Portal

- Log in to GoodLeap portal (credentials from Operations Manager)

- Enter customer information for a soft credit check

- Walk through available loan products and monthly payment options

- Submit a full application on behalf of a customer

- How to handle a declined application (backup financing options)

Training: Walk through with Operations Manager. Practice with a test scenario before running with a real customer. ### Proposal Creation Standards

- Every proposal must include all three Good/Better/Best options unless there is a documented reason for fewer

- Proposals must be created in ServiceTitan — no handwritten estimates

- Proposals must be reviewed by Operations Manager for any job over $10,000

## Pricing Authorization

Sales reps do not set prices. All pricing comes from Spartan's approved flat rate book (see Pricing & Proposals SOP, Phase 3). Any discount request must be approved by Josh or Operations Manager before being offered to the customer. ## Completion Criteria

- Creates a proposal independently in ServiceTitan (Operations Manager reviews)

- Runs a GoodLeap soft check with a test scenario

- Knows the discount authorization limit and process

## Related SOPs

- ServiceTitan for Sales (Phase 3)

- Pricing & Proposals SOPs (Phase 3)

- Weeks 4-6: Supervised Appointments