sales.follow-up-offer·version 1.0.0·draft
Follow up an unanswered offer
Every sent offer gets a timed, value-adding follow-up until the customer answers, declines, or it is closed as lost.
When to use
An offer has been sent and the customer has gone quiet. Not for an offer that has not been written yet — use sales.prepare-offer. Not for a customer who answered with an objection or a negotiation — that is an active deal conversation, not a silence. Not for a customer lost months ago — use sales.win-back-customer.
Before you start
- The offer is recorded in the sales module with its sent date and value; if it is not, record it first.
- The follow-up rhythm is known (or the 5/7-day default applies).
- Access to the mailbox thread and the pipeline record for the deal.
What a run requires1
- Approval · S4 · ownerthe run stops until a named person records the decision
Any step can wait until a date and reopens by itself; every closed step leaves evidence (a note, a link, a number).
The trail7 steps
Collect the silent offersagent
Search the mailbox and the sales module for sent offers with no reply after the follow-up threshold.
Done when there is a list: offer id, customer, sent date, value, days silent.
Check what changed since the sendagent
Before writing anything: re-read the thread for a late reply, check the pipeline for status changes, and check public news for the customer (staff change, funding, tender, bad quarter).
Done when each offer carries a one-line note: still silent / already answered elsewhere / something changed.
⛔ Following up on an offer the customer already declined in another channel is the fastest way to look careless.
Draft the follow-upagent
Reply in the same thread. Lead with something new, not a nudge: an answer to a likely open question, a shortened version, a case, a deadline reason ("valid until X"), or an easy out ("if the timing is wrong, say so and I will stop"). One short message, one clear ask.
Done when a draft exists with the ask visible in the first three lines.
Approve the messageownerneeds approval · owner
Approval · S4 · owner — the run stops until a named person records the decision
Show the draft with the S2 note. The owner approves, edits, or says leave it another week.
Done when the owner has approved the exact text to send.
Send and logagent
Send from the company mailbox on the same thread. Log the follow-up on the deal with date and channel.
Done when the message is in the sent folder and the deal record shows the follow-up.
Set the next actionagent
If the rhythm says a second follow-up:
bc tasks adda dated task with the offer id. If the rhythm is exhausted or the customer says no: mark the deal lost with the reason and route it tosales.lost-deal-review.Done when the offer has either a dated next action or a closed-lost record — nothing left without an owner.
Report answers to the owneragent
When the customer replies, summarise the reply and the implied next step (negotiation, decision date, no).
Done when the owner has read a one-paragraph answer within one working day of the reply.
Checks — how we know it worked
- The sent folder shows the approved text, unchanged (read it back, not the draft).
- The deal record shows: send date, follow-up date, next action or closed-lost.
- No offer in the list from S1 is left without a next action or an outcome.
- The second follow-up, if scheduled, has a date and an owner.
If it goes wrong
| Symptom | Response |
|---|---|
| Customer replies "we went with someone else" | Thank them, ask one question about why, log the reason, close lost, route to sales.lost-deal-review. |
| Customer asks for a change to the offer | Stop following up; the deal is active again — rework via sales.prepare-offer, do not patch by email. |
| S2 finds the customer is in trouble (insolvency notice, layoffs) | Do not chase payment or signature; flag to the owner and run sales.check-new-customer thinking before any further step. |
| Owner unavailable to approve for over a week | Skip the cycle rather than send unapproved; note the skip on the deal and queue the next date. |
| The same customer goes silent on every offer | Stop the rhythm; the owner decides whether to call, meet, or park the account — a fourth email is not the answer. |
What each step leaves behind
- S1there is a list: offer id, customer, sent date, value, days silent.
- S2each offer carries a one-line note: still silent / already answered elsewhere / something changed.
- S3a draft exists with the ask visible in the first three lines.
- S4the owner has approved the exact text to send.
- S5the message is in the sent folder and the deal record shows the follow-up.
- S6the offer has either a dated next action or a closed-lost record — nothing left without an owner.
- S7the owner has read a one-paragraph answer within one working day of the reply.
Evidence to keep
Offer id and sent date · the S2 note (what changed, where checked) · the approved draft · sent message reference · deal log entries · the reply, if any, and its date.
How this playbook improves
After every 20 runs ask: what share of silent offers replied after the first follow-up, and did the value-adding drafts outperform plain nudges? Did any offer reach S6 with no next action? Did any follow-up go to a customer who had already answered elsewhere? A new version changes the rhythm, the draft template, or the S2 check — and says which in its change note.
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