MoosedMoosed Sales Academy · Beginner — Foundations · B6
B6 — Your CRM, Mastered
*Source map: M11 (record discipline) + Rules v12 (speaker discipline,
statuses) + lead-assignment rules + Check Duplicates mechanics doctrine.
Screen-level job aids: CRM screens differ by store and system; the
disciplines in this module are the standard, and the screens themselves
are learned on your own system. Sitz time: ~30 min.*
Learning objectives
By the end of B6 you can:
- 1. Find any customer in your CRM and read their full record before you
touch anything.
- 2. Write a note that tells the story — discovered / said / not promised
/ next step / owner.
- 3. Use the statuses correctly — including your store's sold markers:
a returning sold customer is a relationship, not a fresh lead.
- 4. Check duplicates before creating anything — and never create a
duplicate record.
- 5. Explain the 2-hour rule and what an assignment timestamp proves.
Lesson script (narration)
[SLIDE: B6 title — "Your CRM, Mastered" — CRM screen plate]
TRAINER: (Walls, spoken.) "Your CRM is our system of record. If it
isn't in the CRM, it didn't happen — and if it's wrong in the CRM, the
next person works blind. Three disciplines run this module: read first,
write the story, never duplicate.
"Read first. Before you text, call, or note anything, you read the
customer's FULL record — notes, application status, appointment and
visit history, active follow-up. Half the mistakes on this floor are
one salesman working a customer another salesman worked yesterday. The
record is how you know. (This is also the 48-hour rule you'll live by:
if the salesman of record worked the customer in the last 48 hours,
that's their conversation — the standing exception is a text reply
that's sat unanswered over an hour, covered in I2.)"
[SLIDE: "The five-part note" — form graphic]
"Write the story. Every meaningful contact ends in a note,
immediately, while it's all still true. Five parts, every time: what
was discovered — what was said — what was not promised — the
next step and its time — and the owner. The third part is the
audit trail: a deal where 'not promised' is blank is a deal where
somebody's promise is hiding. Write the note so a third person can work
from it without asking you a single question. Deals die in handoffs
more often than in conversations — the note is the handoff."
[SLIDE: "Statuses mean something" — status list plate]
"Statuses mean something. Learn the ones you touch daily: Active,
the contact-frequency statuses (Daily / Weekly / Monthly Contact), and
the ones that close a sale — your store's sold markers. Every
store's CRM names its sold states (sold here vs. sold at the sister
location); learn your store's names for them on day one and never
confuse the two. When a returning customer's record shows a sold
marker, that's a sold customer, not a
fresh lead — when did they buy, what did they buy, and is this a new
purchase or something the salesman of record should just handle? That
judgment gets taught in depth in I4; today, you learn to never treat a
sold marker as a cold lead.
"Never duplicate. Before you create any record, you run Check
Duplicates — by phone, by name, by email. Duplicates poison everything:
two records, two salesmen, one angry customer. The duplicate-check grid
is the authority, not a quick phone search — a fast search can miss a
record the grid catches. If the grid shows the customer exists, you
work the existing record and its assignment. You create new only when
the grid says new."
[SLIDE: "The 2-hour rule" — clock graphic]
"The clock. A fresh lead assigned to you has to be worked fast:
**logged contact in your CRM within 2 hours, or the lead can be
reassigned.** Every assignment is timestamped in Eastern Time — that's
what makes the clock provable and fair. Speed-to-lead (B5) is the why;
the timestamp is the proof. Log the contact when you make it, not at
the end of the day from memory."
Word tracks (TRACK)
The five-part note (written, every time):
Discovered: [need, motivation, constraints, dominant emotion].
Said: [what was presented / the tracks used].
Not promised: [no approval, no number — or the specific limit stated].
Next step: [the step and its time]. Owner: [name].
Checking before creating (say it to yourself, every intake):
"Grid first. If he's in there, I work what's there."
Photo job aid — desk card B6
YOUR CRM: READ. WRITE. NEVER DUPLICATE.
- Read the FULL record before any contact (notes, app, visits,
follow-up).
- Note = Discovered / Said / NOT promised / Next step + time / Owner.
- A sold marker — whatever your store's CRM calls it — means a
customer relationship, not a cold lead. Learn your store's
sold-status names on day one.
- Check Duplicates grid before creating. The grid is the authority.
- Fresh lead: logged contact within 2 hours or it's reassigned.
Timestamp it when you make it.
Floor drill — partner role-play
Trainer deals three sample records (printed): one active deal with a
salesman's fresh activity, one returning customer sold at your
location, one sold at the sister location. Partner A states, for each: what the
record says, what the correct next action is, and whose lane it is.
Then A writes the five-part note for a scripted conversation while B
reads it cold.
Trainer watches for: full-record read BEFORE an action is named;
sold markers caught, not worked as leads; the note passes the
third-person test — B states the next step, owner, and "not promised"
from the note alone, without asking a question.
Practice self-check (ungraded)
- 1. A returning customer's record shows your store's sold marker.
What do you know,
and what's your next move?
- 2. Write the five-part note for this call: "Buyer needs a third-row SUV
for three kids, budget-capped, trade is a 2016 sedan, wants to come
Saturday; you promised nothing and set a 10 AM appointment."
- 3. Your phone search finds nobody, but the dup grid shows a record.
Which wins, and what do you do?
- 4. A fresh lead lands on you at 11:05 AM. By when must your CRM show your
contact?
Field assignment (same day)
Take your current book in your CRM: open every record you touched this
week and confirm each has a five-part note from its last contact. Fix
the gaps today — discovered/said/not-promised/next-step/owner — and
flag any duplicate records you find to your manager. File the count
(gaps fixed, duplicates flagged) to your record.
Institute media note: the narrated video for this module is in preparation (neutral-script re-render). The lesson above is the complete taught standard.
Module media & materials
Slide deck (PDF) · Job aid / desk card (PDF)
Narrated video: in preparation (neutral-script re-render). The full lesson text above is the taught standard.
Enrolled learners: record this unit on your learner record from your course page. Reading is open to everyone; progress, the end-of-course test (B10), and certificates live on the learner record.