Lead Handling in Admin Panel (Lead → Order Flow)
1. Purpose of This Module
This module explains how inbound leads move from Lead → Order using the Admin Panel, and how the Sales & Follow-Up Teams should handle each lead to maximize conversions.
Goals:
✔ Convert high-intent users into orders
✔ Reduce drop-offs after price check
✔ Maintain structured follow-ups
✔ Ensure correct handoff to Operations
✔ Improve lead-to-order conversion rate
2. What Is a Lead? (Sales Definition)
A Lead is a customer who:
Selected a device
Checked the price
Entered contact details
Did NOT complete checkout
These users already have high buying intent and require timely follow-up.
3. Where Sales Works in Admin Panel
Path:
Admin Panel → Leads
Key tabs visible:
All Leads
Not Called
Callbacks
High Ends
Sales must work primarily from Not Called and High Ends.
4. Lead → Order Conversion Flow (End-to-End)
Step 1: New Lead Created
Triggered when:
User drops off after price check
User exits checkout
User closes app/website
Lead appears in Not Called.
Step 2: Sales Calls the Lead
SLA:
High Ends → Within 15 minutes
Other leads → Within same day
Sales uses approved script:
“Hi, you checked the price for your device on Cashkr. Can I help you complete your order?”
Step 3: Identify Customer Intent
Customer Response | Sales Action |
|---|---|
Ready to sell | Move to Create Order |
Needs time | Mark Callback |
Has doubts | Address objections |
Not interested | Mark disposition + note |
Step 4: Assist Order Creation
Sales can:
Guide customer to self-checkout
OR manually create order from Admin Panel
Path:
Leads → Convert to Order
Fields required:
Device model
Condition
Pincode
Address
Pickup time
Step 5: Order Created
Once confirmed:
Lead converts to Order ID
Order moves to Pending Vendor Assignment
Sales responsibility ends
Ops takes over
5. Lead Statuses & Dispositions (Mandatory)
Every call must end with a disposition.
Connected
Create Order
Customer Will Place Order
Callback
Waiting for Quote
Already Placed an Order
Not Connected
Not Reachable / Switched Off
Rule: No blank dispositions allowed.
6. Handling Each Lead Type
A. Not Called
Highest priority
Call immediately
Attempt at least 3 times/day
Add call notes
B. Callbacks
Call at exact scheduled time
Missed callback = poor CX
Re-schedule if needed
C. High Ends
Senior sales agent
Explain Cashkr advantages clearly
Push same-day order creation
Offer assisted checkout
7. Objection Handling (Quick Guide)
Objection | Sales Response |
|---|---|
Price too low | Explain inspection-based pricing |
Pickup trust | Explain verified vendors |
Payment delay | Emphasize instant UPI payment |
Wants to compare | Ask for competitor quote & try to match |
Not sure | Offer callback + WhatsApp follow-up |
8. When Sales Should NOT Create an Order
❌ Pincode not serviceable
❌ Customer clearly not interested
❌ Customer wants future date far ahead
❌ Device not supported
Mark correctly and move on.
9. Sales KPIs (Tracked Daily)
Calls made
Leads contacted
Orders created
Lead → Order conversion %
High-End conversion %
Callback success rate
10. Common Mistakes to Avoid
🚫 Delaying first call
🚫 Missing callbacks
🚫 No call notes
🚫 Wrong dispositions
🚫 Over-promising pickup or price
11. One-Page Quick Summary (Training Card)
Lead → Order Flow:
Lead Created → Call → Identify Intent → Assist Checkout → Order Created → Ops Takes Over
Priorities:
High Ends → Not Called → Callbacks
Sales Role Ends At:
Order creation confirmation.