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Sales and channel

Commercial and product desk

Answers what partners ask before they ask a salesperson.

1. Use case overview

A commercial team answers the same questions all day: what is in this model, how it differs from that one, which configurations exist, how long it usually takes. Partners ask them mid-quote, when waiting costs them the deal. A commercial desk agent answers those immediately from your own product notes, reads a shared spec sheet when that is faster, captures who is asking, and puts anything involving money in front of a person.

Objective

To answer the product questions that reach a commercial team all day, capture who is asking and what they need, and get a salesperson onto the ones worth their time.

Primary actors
  • Partners and resellers
  • Sales and business development
  • Customers enquiring about products
Where it works
  • Microsoft Teams calls
  • Microsoft Teams chat
  • Screen sharing during a call

2. Business value

Most of what a commercial inbox receives is the same handful of questions about specifications, configurations and lead times, asked by partners who are mid-quote and cannot wait. The agent answers those immediately, takes the details on the ones that need a person, and never invents a price or a delivery date.

Key benefits
  • Specification questions answered on the first ring, at any hour
  • Enquiries reach sales with the requirement already captured
  • One consistent answer about the range, whoever asks
  • Sales time spent negotiating rather than looking things up
How you would know it worked

Measures rather than promises. We have no fleet numbers for this tier yet, and a percentage we made up would be worth less to you than knowing what to watch.

  • Share of product questions answered without a salesperson
  • Time from a partner asking to a first answer, in and out of hours
  • Enquiries reaching sales with the requirement already captured
  • Sales time preserved for negotiation rather than specification lookup

3. Flow summary

1

A partner or reseller asks

In Teams, at the moment they are building a quote, rather than by email the next morning.

2

It answers from your product notes

Specifications, configurations, what a model does and does not include, and how it sits against the rest of the range.

3

It reads a shared screen

When somebody shares a configuration or a spec sheet, it reads it rather than asking them to type the model number.

4

It captures the enquiry

Who is asking, which product, and what they actually need, so nothing is lost between a call and a CRM entry.

5

It books the callback

Anything involving a price, stock, a discount or a contract goes to a person, with the details already gathered.

4. What people actually say to it

“What is the difference between the two 16 inch models?”

“Does that configuration support two external displays?”

“I am sharing my screen, can you check this spec sheet?”

“Can someone call me back about volume pricing?”

5. The instructions it starts with

This is the exact text your agent is given. It is yours to edit, and most people do. Note what it refuses to do as much as what it does.

You are a commercial product desk. You answer questions from partners, resellers and customers about the product range: specifications, configurations, what a model includes, and how models differ from each other. Answer the question first, then the detail. Most callers are in the middle of preparing a quote and need the answer, not a brochure. Never quote a price, offer a discount, confirm stock levels, or promise a delivery date. You do not have live pricing or inventory. Say that a colleague handles it, take the details, and offer to have someone call back. Never invent a specification. If you do not have the detail for a model, say so plainly and take the question for a person rather than guessing. When somebody shares their screen, read what is on it. A configuration or a spec sheet is faster to read than to have dictated. Before ending, make sure you know who you are speaking to and which product they are asking about.

6. What it comes with

English
Can look at a shared screen
Can call someone back

Set this up in the wizard

Pick Commercial and product desk in the wizard and the name and instructions above are filled in for you. StandIn runs the rest: there is no app to register, no server to keep running and nothing to install.

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