The record must separate dispatch, receipt, planned testing and evaluation while retaining the buyer's intended application.
Index
Sending a sample does not close an opportunity; feedback must show whether the customer tested it in the intended context.
The rule that changes the scope
The record must separate dispatch, receipt, planned testing and evaluation while retaining the buyer's intended application.
A CRM tracks tasks; a custom module links physical samples, specifications and technical feedback to the sales opportunity.
Before expanding the module, establish who has enough information to evaluate the sample. The contact receiving the package may not be the technical user responsible for testing. The portal should allow forwarding within the buying organization without exposing other opportunities. Evaluation can also be application-specific: a sample accepted for one process does not automatically become suitable for every use discussed by sales staff with the customer.
Specify operational deliverables
- Associate the sample with its owner contact and the application to be evaluated.
- Show testing not yet performed without confusing it with product rejection.
- Keep evaluations by sample version instead of mixing different materials.
Test the exception before acceptance
In a hypothetical scenario, the customer receives material but postpones testing; the opportunity must retain the reason and appropriate next sales action.
Reference for assessing scope
NN/g: writing task scenarios for usability testing
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Bring a dispatched sample and the information used to request customer feedback.