Continue the Conversation Follow-Up Writer

1. The Conversation (required). Pick before or after the sale, why you're following up, what they're shopping for and how you connected. Type your first name (outlined in red until you do); the customer's name is optional. Pick a tone and fill in the detail boxes. Anything not marked optional shows as a red [bracket] until filled. One Conversation per message; if two things need saying, send two messages. Compare, Recap and Ideas use a card for up to four items, so steps 2 and 4 aren't needed then.
2. Product interest (optional, encouraged). Type the item, click "Find … on crowleyfurniture.com" and paste the page address. Attaching a file to the email? Name it here.
3. Promotion (optional). Fill in what applies; anything blank is left out. A furniture discount also fills in the calculator. A mattress offer that doesn't fit the boxes, like a pillow deal, goes in "Custom offer." The blue box shows how it will read; uncheck "Add … to the message" to leave it out.
4. Quote & payment calculator (optional). Enter prices, any discount, delivery, tax and a financing term, then check "Add these numbers to the message."
5. More to share (optional). Check any product knowledge, add-ons, services or links from our website you want to include.
6. Next step (optional). Most Conversations already end with their own question, so this usually shows "Not needed now." Pick one only if you want a different ask.
7. Wrap it up (optional). In the order the email ends: your schedule, a personal touch for this customer, and your signature.
8. Review and send (required). Pick Text message, Email or Phone script, replace any red [brackets], then copy or print. Finish the form before you edit a message. After you send, paste the Trakwell note into Trakwell and schedule your next follow-up, using the suggested date when one is shown. When you're done, click "Clear for the next customer" at the bottom to start over; it keeps your name, days, phone and title. Taking over from someone else? Use "Clear for the next consultant" at the top.

Tips for effective use

• Use as much or as little detail as helps. You can send an effective message with very little input, or build a detailed one. It's up to you and the situation. Only the Required steps are needed; the rest is there when it helps move the conversation forward, so don't feel you must fill it in.
• Review every message before you send it. The more detail you add, the more chance the wording sounds awkward. Whatever the length, read it over, fix anything that doesn't sound like you, then copy and send.
• Follow up within 24 hours of the visit. Keep texts short, and give the customer something useful plus one easy next step.
• Add a picture, not just a link. This tool holds text only, so add the picture after you paste your message into Outlook or Podium: on the product page, right-click the photo, choose "Copy image," then paste it into your email or text. A photo you took in the store works too.