Chapter 4: Lead Management — The Heart of Your CRM

The Lead Database (/leads) is where your sales team will spend most of their working hours. It provides a clean, fast, and structured overview of every potential buyer who has expressed interest in your projects.

#1. Navigating the Lead Database Table

When you click Lead Management in the sidebar, you are presented with the central data table. Here is what each column represents:

#2. Understanding Lead Temperatures

Not all leads are created equal. A customer wanting to buy a 3BHK flat this weekend requires vastly different attention than someone browsing prices for retirement in three years.

SG Lead Pro uses visual Temperature Pills so agents can prioritize their daily calling order:

#How to Update a Lead's Temperature:

1. From the main table, click directly on the small Set or temperature pill button next to the lead's name.
2. Select Hot, Warm, Cold, or Unset from the dropdown.
3. The table and Kanban board update instantly without requiring a full page reload!

#3. Searching & Filtering Your Database

When managing thousands of inquiries, finding the exact customer or segment takes only seconds:

#The Instant Search Bar

Type any part of a customer's name, phone number, or email address into the search input and press Enter. Even if you only remember the last 4 digits of a phone number or part of a surname, SG Lead Pro locates the record instantly.

#Quick Filter Dropdowns

Located right beside the search bar:

• Status Filter: View only New leads, only Site Visit Scheduled, or only Negotiation.
• Temperature Filter: Isolate your Hot (🔥) leads to run an urgent morning calling drive.
• Project Filter: Filter leads interested specifically in Project A vs. Project B.
• Agent Filter: Managers can filter leads assigned to a specific representative, or view all Unassigned inquiries to reallocate them.
• Source Filter: Filter by advertising channel (e.g., see only Facebook Ads inquiries).
• Per Page: Choose between 15, 30, 50, or 100 leads per page.

#The Advanced Filters Drawer

Click the # Advanced button to reveal specialized criteria:

• Date Created Range: Filter leads received between two specific dates (e.g., last weekend's property expo).
• Call Duration Category: Isolate leads with long talk times (>3 minutes) vs. unreached leads.
• Sort By: Order by newest first, oldest first, or last activity timestamp.

#4. Sub-Tabs: All Leads vs. Manual Leads vs. External Leads

Above the filter bar, you will see three convenient quick-filter tabs:

• 📂 All Leads: Displays your entire customer database across all channels.
• 👤 Manual Leads: Shows inquiries that were manually entered by your team (walk-ins, phone inquiries, referrals).
• ⚡ External Leads: Filters exclusively for digital inquiries ingested automatically from Meta Lead Ads, Google Forms, website webhooks, and real estate portals.

#5. Adding a Lead Manually (Step-by-Step)

While digital ads flow in automatically, walk-ins and phone referrals can be added manually in seconds:

1. Click the blue + Add Lead button in the top-right corner of the Lead Management screen.
2. Fill in the Essential Contact Information:
   • Full Name (Required): e.g., "Amitabh Verma".
   • Phone Number (Required): Enter the 10-digit mobile number. The system automatically formats country codes for WhatsApp and dialing.
   • Email Address (Optional): e.g., "amitabh.v@example.com".
   • City / Location (Optional): Where the buyer currently lives.
3. Specify the Sales Assignment:
   • Interested Project: Select the property they inquired about.
   • Assigned Representative: Assign directly to a sales agent, or leave unassigned for the manager to allocate.
   • Lead Source: Choose Walk-in, Direct Phone Call, Referral, or Newspaper Ad.
   • Initial Status: Usually set to New or Contacted.
   • Initial Temperature: Hot, Warm, Cold, or Unset.
4. Record their Buyer Requirements:
   • Budget Range: Minimum and maximum budget (e.g., ₹75 Lakhs – ₹1.2 Crore).
   • Property Configuration: 1BHK, 2BHK, 3BHK, 4BHK, Plot, Commercial Office.
   • Notes / Client Remarks: e.g., "Looking for high floor facing garden, needs possession by Diwali".
5. Click Save Lead.

The lead is immediately registered in the system, logged on the activity timeline, and the assigned agent receives a push notification!

#6. Deduplication & Merging Duplicates

In real estate sales, prospective buyers frequently fill out multiple Facebook ad forms over several weeks or submit inquiries across both Facebook and 99acres. Having three duplicate records for the same client confuses agents and leads to embarrassing double-calling.

SG Lead Pro has a built-in Deduplication Engine:

1. In the top-right corner of the Lead Management screen, click the yellow Deduplicate button.
2. The system scans your entire database and groups duplicate records by matching phone numbers or email addresses.
3. For each duplicate group, you will see:
   • The primary record (oldest or most complete).
   • The secondary records with their source campaigns and dates.
4. You have two options:
   • Merge: Consolidates the records into one master lead, preserving all historical call notes, task reminders, and site visit logs from both copies while deleting the duplicate.
   • Dismiss: Keeps both records separate if they represent different members of the same family or valid separate requirements.
   • Merge All: Click Merge All to automatically consolidate all identified duplicates across your company in one batch!

#7. Standard Operating Procedure (SOP): The 3-Minute First Call Script

To ensure your telecalling and sales team consistently qualifies inquiries and books site visits on the very first touchpoint, follow this proven 3-Minute Qualification SOP:

#Step 1: Warm Greeting & Immediate Context (0 to 30 Seconds)

"Hello, good morning! Am I speaking with Mr. Amitabh Verma? Hello Mr. Verma, my name is Priya from [Company Name]. I noticed you just submitted an inquiry on our Facebook page regarding our luxury 2 & 3 BHK residences at Palm Meadows. Have I caught you at a good time for a quick two-minute chat?"

• Why this works: Mentioning the exact platform (Facebook) and the exact project (Palm Meadows) connects the call to their memory immediately, preventing them from hanging up thinking it's spam.

#Step 2: The 5 Golden Qualification Questions (30 to 120 Seconds)

Never interrogate the customer. Weave these five questions naturally into conversation:

1. Configuration: "Mr. Verma, are you exploring this property for your own family's self-use, or are you looking at it from an investment perspective?"
2. Size / BHK: "Great! Were you primarily interested in our 2 BHK spacious layouts (around 850 sq.ft) or our 3 BHK master suites (around 1,200 sq.ft)?"
3. Timeline: "And when are you planning to shift? Are you looking for a ready-to-move apartment within the next 3 months, or is an under-construction possession next year suitable for you?"
4. Budget: "Our 3 BHK units start around ₹1.15 Crore all-inclusive. Is that comfortable with the budget range you have in mind, or did you have a specific price cap?"
5. Funding: "Will you be self-funding the purchase, or would you like our in-house banking desk to share pre-approved home loan EMI options from SBI or HDFC?"

#Step 3: The Site Visit Hook (120 to 165 Seconds)

Never ask a vague question like "Would you like to visit sometime?" Always offer an alternate choice:

"Mr. Verma, photos and brochures can only show so much. We have a fully furnished 3BHK model flat ready on-site with the exact finishes and natural lighting. We are hosting an exclusive preview walkthrough this weekend. Would Saturday at 11:30 AM or Sunday around 3:30 PM work better for you and your family to come by?"

#Step 4: CRM Logging (Last 15 Seconds)

Immediately after hanging up:

1. Set the Lead Temperature: Hot (🔥) if they agreed to a visit; Warm (🌤) if they requested a brochure first; Cold (❄️) if budget was completely mismatched.
2. In the Requirement Box, check 3 BHK, set budget ₹1.15 Cr, and intent Self-Use.
3. In Log Activity, write: "Spoke with client. Very interested in 3BHK. Scheduled site visit for Saturday @ 11:30 AM with spouse."
4. Click Message Templates $\rightarrow$ Dispatch the Site Visit Confirmation WhatsApp in 1 click!