Understanding Dispositions (Connected, Not Connected, Create Order)
Purpose: For Inbound Sales & Follow-Up Teams
1. Purpose of This Module
This SOP explains what dispositions are, why they are critical, and how Sales teams must correctly select dispositions after every call.
Correct dispositioning helps Cashkr:
âś” Track real lead quality
âś” Measure sales performance accurately
âś” Improve follow-up efficiency
âś” Reduce data confusion
✔ Increase lead → order conversion
Golden Rule:
Every call must end with ONE correct disposition. No exceptions.
2. What Is a Disposition?
A Disposition is the final status of a sales call that explains what happened with the lead.
Dispositions answer:
Did we connect?
What did the customer say?
What should happen next?
Dispositions drive:
Follow-ups
Callbacks
Reporting
Sales KPIs
CX handoffs
3. Primary Disposition Categories
Cashkr uses three main dispositions:
Connected
Not Connected
Create Order
Each has clear meaning and rules.
4. Disposition: CONNECTED
Meaning
You spoke to the customer successfully.
When to Select CONNECTED
Customer picked the call
Conversation happened (even if short)
Connected – Sub-Options
After selecting Connected, you MUST choose one of the following:
A. Customer Will Place Order
Customer agrees to sell
Wants to place order themselves
Needs no further assistance
Example:
“I’ll place it in the evening.”
B. Callback
Customer asked to be called later
Gave a specific time
Rule:
Callback time must be written clearly.
C. Waiting for Quote
Customer wants to compare prices
Needs time to check another platform
D. Already Placed an Order
Customer confirms order already created
Verify order ID if possible
E. Technical Issue
Model not listed
App/website error
Price not loading
CX/Tech escalation required.
Mandatory Rule for CONNECTED
âś” Add call notes
âś” Select correct sub-option
âś” Never leave Connected without explanation
5. Disposition: NOT CONNECTED
Meaning
You did not speak to the customer.
When to Select NOT CONNECTED
Phone switched off
Not reachable
No answer
Call disconnected
“Switched Off” and “Not Reachable” are merged under this category.
Rules for NOT CONNECTED
Try at least 3 attempts at different times
Add call attempt note
Retry later the same day or next day
Example Notes
“Switched off – will retry at 6 PM”
“No answer – 2nd attempt”
6. Disposition: CREATE ORDER
Meaning
Customer is ready to sell NOW and needs assistance.
When to Select CREATE ORDER
Customer confirms intent
Customer agrees on price
Customer wants help placing order
What Sales Must Do Next
Create order via Admin Panel
ORGuide customer step-by-step to place order
Important Rule
❌ Never mark Create Order unless order is actually created.
Once order is created:
Lead is converted
Order ID is generated
Ops team takes over
7. Correct Disposition Selection – Examples
Customer Response | Correct Disposition |
|---|---|
“Call me at 7 PM” | Connected → Callback |
“I will place it myself” | Connected → Customer Will Place Order |
“Price is low, checking others” | Connected → Waiting for Quote |
“Help me place the order” | Create Order |
Phone not reachable | Not Connected |
“Already placed order” | Connected → Already Placed an Order |
8. Common Mistakes to Avoid
đźš« Marking Connected without speaking
đźš« Using Create Order before order creation
đźš« Missing callback notes
đźš« Wrong disposition just to close lead
đźš« Leaving disposition blank
9. Why Dispositions Matter (Management View)
Dispositions help management track:
Real contact rate
Follow-up efficiency
Sales productivity
Lead quality
Conversion bottlenecks
Wrong dispositions = wrong decisions.
10. Sales KPIs Linked to Dispositions
Connected %
Not Connected %
Create Order %
Callback success rate
Lead → Order conversion rate
11. One-Page Quick Summary (Training Card)
Three Main Dispositions
Connected → You spoke
Not Connected → You didn’t speak
Create Order → Order created now
Rules
âś” One call = one disposition
âś” Notes are mandatory
âś” Create Order only after order creation
Goal
Clear data → Better follow-ups → Higher conversions