Managing Lost Sales

This document outlines the process for recording and managing lost sales within Zr Ware®.

When a sale cannot be closed during a customer conversation, you can record it as a "Lost Sale" for tracking and follow-up.

Steps:

From the Booking page, click the red "Lost Sale" button located at the top of the screen.
A "Create Lost Sale" screen will appear.
Complete the following fields:
- Reason: Select the most appropriate reason for the lost sale from the dropdown menu.
  - (Administrators can manage these reasons via Admin > Call Reason Types).
- Notes: Enter any relevant details about why the sale was lost.
- Next Contact Date (Callback):
  - If a future follow-up is needed, set a next contact date. These callbacks will appear in the Dashboard > Callbacks page.
  - Note: If the selected Lost Sale reason is configured for automatic callback generation (see "Automated Callback Scheduling" below), a red information icon will be displayed, and the "Set Next Contact Date" button will be disabled to prevent manual override.
Click "Close" to save the lost sale.
- Note: If the record had a first and last name on it, it will create a client in the system with that information as well as create a call record. If not, it only creates a call record.

A option to send a "Sales Estimate" email is available for Lost Sales. This feature requires administrator setup and specific client data.

Requirements for Sending an Estimate: To be able to send an estimate, the Lost Sale must have:

Administrator Setup: For this option to appear, a "Sales Estimate" transactional email must be set up by an administrator:

A new template must be created in Campaign Monitor.
The same estimate token used for the other Transactional Estimate email must be included.
The template must be connected to the new "Sales Estimate" email type in Zr Ware® via Admin > Campaign Monitor.

Sending the Email: Once the requirements are met, an option to send the estimate will appear in two places:

From the "Create Lost Sale" screen: A new option to "Send Lost Sale Estimate Email" will be available. Clicking this will give you the option to choose which email on the client's record receives the email.
From Client History: The option "Send Lost Sale Estimate Email" will be available in the Actions dropdown for the Lost Sale. When using this option, the email input will be pre-populated with the client's email but can be changed.
.

Logging:

Zr Ware® provides enhanced features to manage and automate lost sales follow-up.

All callbacks generated from lost sales are now automatically assigned to a dedicated "Lost Sales" callback group.
This group can be found under Admin > Callback Groups.

The Dashboard > Callbacks section allows filtering specifically by the "Lost Sales" callback group.
This enhanced filtering provides access to detailed information for each lost sale callback, including:
- Lost Sale Reason
- Created Date
- Original Creator

A "Call Back In Days" option is available for Lost Sale Reasons within Admin > Call Reason Types.
When this option is configured for a specific reason, recording a lost sale with that reason will automatically create a follow-up callback for the specified number of days in the future.
These automatically scheduled callbacks will appear in Dashboard > Callbacks.

When a lost sale is being created using a reason configured for automatic callback generation, a prominent red information icon will clearly indicate that a callback will be automatically scheduled.
To prevent conflicting actions, the "Set Next Contact Date" button will be disabled in these instances.

Lost sale callbacks that are automatically created for the same day will now be visually highlighted with a yellow background in the Dashboard > Callbacks section for quick identification.

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