<commit_before>---
layout: markdown_page
title: "Sales Handbook Standard Operating Procedures"
---

---
## On this page
{:.no_toc}

- TOC
{:toc}

---

## Sales Standard Operating Procedures Purpose

Processes for Sales. 

### Adding Leads via Discover.org

* GiLab uses a 3rd party service to identify potential leads to prospect into and drive demand for GitLab Enterprise Edition and GitLab Products.
* For an account/lead you own, you may request Sales Operations to upload any new contacts from Discover.org.  The request process is:
  * Within the lead/account use the chatter function to make the request and tag <NAME> (Dir. Sales Operations).  Example, "Request for contacts to be added via Discover.org"
  * Once the contacts have been uploaded, Sales Operations will respond via the same chatter message confirming the data upload has been done.
  * Turnaround time for each request will be 2 business days or less.  Sales Operations strives to respond to each request within the same business day, if at all possible.
* Before making a request for more contacts, please make sure you have a plan and time set aside to prospect to these new leads.  A plan means:
  * Messaging targeted to the account - based on vertical, competition and/or use of CE.
  * Email templates created that you would like to send
  * Time set aside to execute on your outbound plan

### Processing Orders

#### Step 1 - New Account

1. Click on the Accounts tab
1. Click on New button to Create Account
1. Select either Standard or Channel record Type. Each record type will have a different Account layout based on our engagement.
1. Standard Record Type should be used for all non-reseller partner accounts.
1. Channel Record Type should be used for all reseller partner accounts.
1. Create Account Screen – Enter all mandatory fields and click on Save – Account is created
1. A specific custom field has been created to capture the Entity information. This Entity information is important when drafting quotes as the entity's contact, banking, and beneficiary information will populate on the order form. This field is calculed from the Shipping Country.
 * NL
 * US
 * UK
1. The entity field will be populated via the following rules:
 * Non-reseller accounts in the UK will be billed from the UK entity.
 * Non-reseller accounts in the Netherlands will be billed from the BV (NL) entity.
 * All non-reseller accounts outside of the UK and the Netherlands will be billed from the US entity.
 * Reseller accounts outside of the US will be billed from the BV (NL) entity.
 * Reseller accounts in the US will be billed from the US entity.

#### Step 2 - Contacts

1. Create Contacts, by clicking on the new contact button
1. Make sure to add in the address for any contacts associated with the quote (Bill To and Sold To)

#### Step 3 -  Opportunity

1. Create Opportunity by navigating to the Opportunity Related list and click on New button
1. Select the Opportunity Record Type. Like Accounts, the options are Standard and Channel.
1. Standard should be selected when engaged in a Sales opportunity.
1. Channel should be selected when engaged in a Reseller opportunity (attempting to sign a reseller partner in a new territory, not Sales opportunities where resellers are involved).
1. Enter all the required fields based on your business process and click on Save Button

#### Step 4 - ZQuotes – New QUOTE

1. Click on New Quote button within the opportunity
1. Enter all details and click on Next and select products to complete the Quote creation process
1. All the fields marked in red are mandatory fields, below are fields description
1. Valid Date – Date until when Quote is valid; This is auto set to 30 days from today’s date
1. Quote Template – click on the button to select the Quote template
1. Bill To contact  - Click on the vlookup button to enter the Bill To contact information. This will bring up a pop-up window that will list all the contact that were created during Step 2 of the process. Bill To person would be the contact to whom the bill will be sent
1. Sold To Contact - Click on the vlookup button to enter the Sold To contact information. This will bring up a pop-up window that will list all the contact that were created during Step 2 of the process. Sold To person would be the contact to whom the product was sold
1, Invoice Owner -
* This field will only be used incase of creating a Quote created for a End Customer that involves a Partner; Please see [Creating a Quote for Partner Section](#resellerQuote)
1. Payment method -  refers to the type of payment the customer is using for paying this Quote/Subscription
1. Payment Methods currently defined are as follows –
 * Credit Card
 * ACH
 * Check
 * Wire Transfer
1. Currency - by default below are the fields available, the currencies can be removed/Added or hidden based on your business needs
 * USD
 * EUR
1. Click Thru EULA - is used when an agreement has not been signed; A use case being a product(EE ) is sold through a partner
1. Start Date -  Specify the date on which this subscription, or contract, is effective. This date becomes the Contract Effective Date of the subscription in Zuora. Note: Customers can purchase in advance of the subscription Start Date. In this case, when the Quote is pushed to Z-billing the license generated will be encrypted with the furure Start Date and will not function until then.
1. Subscription Term Type:
 * By default set as Termed
1. Initial Term and Renewal Term -  Specify initial term and the renewal term in months
1. Auto Renew -  it is checked by Default; Subscription automatically renew when the initial term for a subscription is over.
1. Tax Exempt - Need to check with client to make sure they are tax exempt and load tax exempt certificate into their account in SFDC.
1. Tax Exempt - If tax exempt click yes on drop down menu and add additional notes if needed.
1. Special Terms and Notes - Enter any additional notes that is not specified by the above settings.
1. Click on Next to make the product selection
1. Product Selector Page
1. Click on Product Vlookup Button to make the product selection
1. Click on Rate plan Vlookup Button to make the rate plan selection
 * GitLab Enterprise Edition is the rate plan when selling per license seats @ $39
1. In the Discount field, enter the discount in percentage (%) you wish to apply. This will automatically update the Effective Price field.
1. Conversely, if you wish to apply a specific price to a product, enter the price in the Effective Price field. This will update the Discount (%) field.
2. Enter the quantity of the product.
1. After you hit enter, the Total Price of the line item will update.
1. Finally, enter the Period of the line item.
1. Click Save to save the changes you made to the line item.
1. If you need to add additional products to the quote, click New Product Button and repeat the steps of adding a product, rate plan, discount, price, and quantity.
1. After you've completed adding all products to a quote, click Next Button and you will be taken back to the Quote record detail screen.
1. Once the quote has been created, you can modify it, delete it, or send it from Salesforce to Z-Billing to create a subscription.

#### Step 5 – Generate PDF

1. Upon creation of a Quote, click Generate PDF.  The PDF will be saved as an attachment under the opportunity object.

#### Step 6 – Send for signature via Sertifi

1. Within the ZQuote object, click Sertifi E-Sign button near the top of page.
1. 1st signer will be auto-populated with the bill to contact.  You can change if needed.  
1. Add in the 2nd signer and click add participant. Second signer is GitLab executive. Click Next
1. You will now be asked to attach the Quote PDF.  Under the drop down for Related Notes and Attachments.  Select the quote for signature and click send for signature.
1. Once all parties have signed, the fully executed document will be saved as an attachment.

#### Step 7 – Send to Z-billing

1. Once the Quote is signed, Sales rep will click on Send to Z-billing button to send the Quote to Zuora

##### Quote Metrics

The following quote metrics are available:

 * MRR (Monthly Recurring Revenue) - Monthly recurring revenue (MRR) calculates subscription recurring fees normalized to a monthly value.
 * Delta MRR - Delta of the total MRRs between the original subscription and the amendment.
 * TCV (Total Contract Value) - Total contract value (TCV) calculates the total recurring charges over the lifetime of a subscription.
 * Delta TCV - Delta of the TCVs between the original subscription and the amendment.
 * Sub-total - The quote subtotal for the specified billing periods, excluding discount charges and taxes.
 * Discount - The sum of all discount charges for the specified billing periods.
 * Tax - The tax calculated for the specified billing periods.
 * Total - The quote total for the specified billing periods, including discount charges and taxes.

##### Edit Quote Button

 * You can only edit a quote before it is sent to Z-Billing. After a quote is sent to Z-Billing and its subscription is created, you can no longer edit the quote in Salesforce.

##### Edit a Quote

 * To Edit a Quote, click Edit Quote Details.
 * On Edit Quote Details page, make the desired changes.
 * Click Save

##### Select products Button

 * To add, remove, or update products, rate plans, and charges for a quote sales rep can click Select Products.
 * Make necessary changes to products, rate plans, and charges
 * Click Save.

##### Delete Button

 * On the Quote Detail page, click Delete Quote Details to delete a quote that was created.
 * A message would appear to confirm on delete on click of ok quote gets deleted

##### Generate PDF Button

 * This will allow the sales rep to Generate a quote pdf
 * On click of Generate PDF – Quote PDF gets generated

#####  Send to Z-Billing Button

 * On the Order Preview page that opens, review the information, and then click Submit to send the quote to Z-Billing.
 * A confirmation popup shows up, Zuora Quotes has successfully sent your quote to the Z-Billing and a subscription was created

#### Step 8 – Close Won an Opportunity

1. Once quote is signed and attached to opportunity, via Sertifi or manually and quote has been successfully sent to z-billing, go into the opportunity and change the stage to closed won.
1. A renewal opportunity will be automatically created for the account

#### Closing Deals for GitHost

 * Confirm with client the best contact for installation, the type of plan, and how many EE users will be needed, then create quote.
 * When the quote is created, the system will automatically add the GitHost Subscription Terms to the quote in addition to the GitLab EE Subcription Terms.
 * Once quote is singed, send to zbilling
 * Once sent to zbilling there will be an automated email that goes out to <EMAIL> alerting the support team to contact the client to connect their GitLab EE license key with the GitHost instance
 * A second email will be sent to the client with the GitLab EE license key and the process will be complete

#### Closing Deals for Educational Institutions receiving educational pricing

 * The customer should purchase a license as normal through Zuora, except that the number of users purchased should only include non-student users (as described in [Educational Pricing](https://about.gitlab.com/license-faq/)).
 * After the customer purchases the license, the account executive then manually creates and sends a license that includes the total number of users, where `total # of users = students + non-students`.

### Returning Customer Creation Process(Upgrade/Renewals/Cancellations)

1. Create an Opportunity for an Add-on or Renewal.  If a cancellation, click on Opportunity they want to cancel.
1. Click on New Quote button within the opportunity.
1. Since this is a returning customer, sales rep will see a screen showing the current subscription.
1. This screen determines that this customer is already established in Zuora and will allow the sales rep to perform on the 4 actions –

#### Updating Subscription for the account

1. Amend existing subscription for this billing account
2. Renew existing subscription for this billing account
3. Cancel existing subscription for this billing account<commit_msg>Adding Process for Duplicate Opps from Web Directs.<commit_after>---
layout: markdown_page
title: "Sales Handbook Standard Operating Procedures"
---

---
## On this page
{:.no_toc}

- TOC
{:toc}

---

## Sales Standard Operating Procedures Purpose

Processes for Sales. 

### Adding Leads via Discover.org

* GiLab uses a 3rd party service to identify potential leads to prospect into and drive demand for GitLab Enterprise Edition and GitLab Products.
* For an account/lead you own, you may request Sales Operations to upload any new contacts from Discover.org.  The request process is:
  * Within the lead/account use the chatter function to make the request and tag <NAME> (Dir. Sales Operations).  Example, "Request for contacts to be added via Discover.org"
  * Once the contacts have been uploaded, Sales Operations will respond via the same chatter message confirming the data upload has been done.
  * Turnaround time for each request will be 2 business days or less.  Sales Operations strives to respond to each request within the same business day, if at all possible.
* Before making a request for more contacts, please make sure you have a plan and time set aside to prospect to these new leads.  A plan means:
  * Messaging targeted to the account - based on vertical, competition and/or use of CE.
  * Email templates created that you would like to send
  * Time set aside to execute on your outbound plan

### Processing Orders

#### Step 1 - New Account

1. Click on the Accounts tab
1. Click on New button to Create Account
1. Select either Standard or Channel record Type. Each record type will have a different Account layout based on our engagement.
1. Standard Record Type should be used for all non-reseller partner accounts.
1. Channel Record Type should be used for all reseller partner accounts.
1. Create Account Screen – Enter all mandatory fields and click on Save – Account is created
1. A specific custom field has been created to capture the Entity information. This Entity information is important when drafting quotes as the entity's contact, banking, and beneficiary information will populate on the order form. This field is calculed from the Shipping Country.
 * NL
 * US
 * UK
1. The entity field will be populated via the following rules:
 * Non-reseller accounts in the UK will be billed from the UK entity.
 * Non-reseller accounts in the Netherlands will be billed from the BV (NL) entity.
 * All non-reseller accounts outside of the UK and the Netherlands will be billed from the US entity.
 * Reseller accounts outside of the US will be billed from the BV (NL) entity.
 * Reseller accounts in the US will be billed from the US entity.

#### Step 2 - Contacts

1. Create Contacts, by clicking on the new contact button
1. Make sure to add in the address for any contacts associated with the quote (Bill To and Sold To)

#### Step 3 -  Opportunity

1. Create Opportunity by navigating to the Opportunity Related list and click on New button
1. Select the Opportunity Record Type. Like Accounts, the options are Standard and Channel.
1. Standard should be selected when engaged in a Sales opportunity.
1. Channel should be selected when engaged in a Reseller opportunity (attempting to sign a reseller partner in a new territory, not Sales opportunities where resellers are involved).
1. Enter all the required fields based on your business process and click on Save Button

#### Step 4 - ZQuotes – New QUOTE

1. Click on New Quote button within the opportunity
1. Enter all details and click on Next and select products to complete the Quote creation process
1. All the fields marked in red are mandatory fields, below are fields description
1. Valid Date – Date until when Quote is valid; This is auto set to 30 days from today’s date
1. Quote Template – click on the button to select the Quote template
1. Bill To contact  - Click on the vlookup button to enter the Bill To contact information. This will bring up a pop-up window that will list all the contact that were created during Step 2 of the process. Bill To person would be the contact to whom the bill will be sent
1. Sold To Contact - Click on the vlookup button to enter the Sold To contact information. This will bring up a pop-up window that will list all the contact that were created during Step 2 of the process. Sold To person would be the contact to whom the product was sold
1, Invoice Owner -
* This field will only be used incase of creating a Quote created for a End Customer that involves a Partner; Please see [Creating a Quote for Partner Section](#resellerQuote)
1. Payment method -  refers to the type of payment the customer is using for paying this Quote/Subscription
1. Payment Methods currently defined are as follows –
 * Credit Card
 * ACH
 * Check
 * Wire Transfer
1. Currency - by default below are the fields available, the currencies can be removed/Added or hidden based on your business needs
 * USD
 * EUR
1. Click Thru EULA - is used when an agreement has not been signed; A use case being a product(EE ) is sold through a partner
1. Start Date -  Specify the date on which this subscription, or contract, is effective. This date becomes the Contract Effective Date of the subscription in Zuora. Note: Customers can purchase in advance of the subscription Start Date. In this case, when the Quote is pushed to Z-billing the license generated will be encrypted with the furure Start Date and will not function until then.
1. Subscription Term Type:
 * By default set as Termed
1. Initial Term and Renewal Term -  Specify initial term and the renewal term in months
1. Auto Renew -  it is checked by Default; Subscription automatically renew when the initial term for a subscription is over.
1. Tax Exempt - Need to check with client to make sure they are tax exempt and load tax exempt certificate into their account in SFDC.
1. Tax Exempt - If tax exempt click yes on drop down menu and add additional notes if needed.
1. Special Terms and Notes - Enter any additional notes that is not specified by the above settings.
1. Click on Next to make the product selection
1. Product Selector Page
1. Click on Product Vlookup Button to make the product selection
1. Click on Rate plan Vlookup Button to make the rate plan selection
 * GitLab Enterprise Edition is the rate plan when selling per license seats @ $39
1. In the Discount field, enter the discount in percentage (%) you wish to apply. This will automatically update the Effective Price field.
1. Conversely, if you wish to apply a specific price to a product, enter the price in the Effective Price field. This will update the Discount (%) field.
2. Enter the quantity of the product.
1. After you hit enter, the Total Price of the line item will update.
1. Finally, enter the Period of the line item.
1. Click Save to save the changes you made to the line item.
1. If you need to add additional products to the quote, click New Product Button and repeat the steps of adding a product, rate plan, discount, price, and quantity.
1. After you've completed adding all products to a quote, click Next Button and you will be taken back to the Quote record detail screen.
1. Once the quote has been created, you can modify it, delete it, or send it from Salesforce to Z-Billing to create a subscription.

#### Step 5 – Generate PDF

1. Upon creation of a Quote, click Generate PDF.  The PDF will be saved as an attachment under the opportunity object.

#### Step 6 – Send for signature via Sertifi

1. Within the ZQuote object, click Sertifi E-Sign button near the top of page.
1. 1st signer will be auto-populated with the bill to contact.  You can change if needed.  
1. Add in the 2nd signer and click add participant. Second signer is GitLab executive. Click Next
1. You will now be asked to attach the Quote PDF.  Under the drop down for Related Notes and Attachments.  Select the quote for signature and click send for signature.
1. Once all parties have signed, the fully executed document will be saved as an attachment.

#### Step 7 – Send to Z-billing

1. Once the Quote is signed, Sales rep will click on Send to Z-billing button to send the Quote to Zuora

##### Quote Metrics

The following quote metrics are available:

 * MRR (Monthly Recurring Revenue) - Monthly recurring revenue (MRR) calculates subscription recurring fees normalized to a monthly value.
 * Delta MRR - Delta of the total MRRs between the original subscription and the amendment.
 * TCV (Total Contract Value) - Total contract value (TCV) calculates the total recurring charges over the lifetime of a subscription.
 * Delta TCV - Delta of the TCVs between the original subscription and the amendment.
 * Sub-total - The quote subtotal for the specified billing periods, excluding discount charges and taxes.
 * Discount - The sum of all discount charges for the specified billing periods.
 * Tax - The tax calculated for the specified billing periods.
 * Total - The quote total for the specified billing periods, including discount charges and taxes.

##### Edit Quote Button

 * You can only edit a quote before it is sent to Z-Billing. After a quote is sent to Z-Billing and its subscription is created, you can no longer edit the quote in Salesforce.

##### Edit a Quote

 * To Edit a Quote, click Edit Quote Details.
 * On Edit Quote Details page, make the desired changes.
 * Click Save

##### Select products Button

 * To add, remove, or update products, rate plans, and charges for a quote sales rep can click Select Products.
 * Make necessary changes to products, rate plans, and charges
 * Click Save.

##### Delete Button

 * On the Quote Detail page, click Delete Quote Details to delete a quote that was created.
 * A message would appear to confirm on delete on click of ok quote gets deleted

##### Generate PDF Button

 * This will allow the sales rep to Generate a quote pdf
 * On click of Generate PDF – Quote PDF gets generated

#####  Send to Z-Billing Button

 * On the Order Preview page that opens, review the information, and then click Submit to send the quote to Z-Billing.
 * A confirmation popup shows up, Zuora Quotes has successfully sent your quote to the Z-Billing and a subscription was created

#### Step 8 – Close Won an Opportunity

1. Once quote is signed and attached to opportunity, via Sertifi or manually and quote has been successfully sent to z-billing, go into the opportunity and change the stage to closed won.
1. A renewal opportunity will be automatically created for the account

#### How to Handle Duplicate Accounts and Opportunities from Web Direct Purchases

In some cases, a prospect or customer that is currently engaged with an AE or AM on an opportunity might be proactive and sign up online via the web portal. If this occurs, then a duplicate Account, Opportunity, and Contact may be created. In the event that a duplicate opportunity is created, please do the following to resolve. Unfortunately there is no current method of merging opportunities so the work is manual at this time:

1. In the Opportunity Detail section, copy the values from the following fields from the original opp to the new opps: Lead Source, Sales Qualified is TRUE, Sales Qualified Date, SQL Amount, and the Business Development Rep or SDR field.
1. In the Qualification Questions section, copy over all of the answers to the qualifying questions. Also, add the Competitor (if applicable) and the Qualification Notes.
1. In the Contact Roles section, add any contacts associated to the Opportunity from the original to the new opp.
1. In the Activities History related list, reassociate tasks from the original opp to the new opp. If there are a lot of activities, move over the most important tasks. To do this, go to the activity you'd like to move and click Edit. In the Related To section on the right side, replace the original opportunity name with the new one.
1. If you have anything in the Notes and Attachments section, you'll have to recreate these in the new opportunity as Salesforce does not have a method of reassociating these to the new opportunity.
1. Once you've done this, go back to the original opportunity and change the Stage to "Duplicate".
1. Send an email or Slack Sales Ops to merge the duplicate accounts and the duplicate contacts. Please provide the URLs for both the original and new accounts. Once the merge is complete, you will be notified.

If the prospect is still a Lead record that has not converted into an Account, please complete the following steps:

1. Go to the Lead record and copy the following information from the Lead Information section to the Opportunity Detail section: Lead Source, Business Development Rep. 
1. In the Opportunity Detail section, change the Sales Qualified to TRUE, Sales Qualified Date should be the Close Date, and the SQL Amount should be the Amount.
1. In the Qualified Questions section, copy over the answers from the Lead to the Opportunity.
1. In the Activities History related list, reassociate tasks from the original opp to the new opp. If there are a lot of activities, move over the most important tasks. To do this, go to the activity you'd like to move and click Edit. In the Related To section on the right side, replace the original opportunity name with the new one.
1. Change the Lead Status to Web Portal Purchase and save the record.

#### Closing Deals for GitHost

 * Confirm with client the best contact for installation, the type of plan, and how many EE users will be needed, then create quote.
 * When the quote is created, the system will automatically add the GitHost Subscription Terms to the quote in addition to the GitLab EE Subcription Terms.
 * Once quote is singed, send to zbilling
 * Once sent to zbilling there will be an automated email that goes out to <EMAIL> alerting the support team to contact the client to connect their GitLab EE license key with the GitHost instance
 * A second email will be sent to the client with the GitLab EE license key and the process will be complete

#### Closing Deals for Educational Institutions receiving educational pricing

 * The customer should purchase a license as normal through Zuora, except that the number of users purchased should only include non-student users (as described in [Educational Pricing](https://about.gitlab.com/license-faq/)).
 * After the customer purchases the license, the account executive then manually creates and sends a license that includes the total number of users, where `total # of users = students + non-students`.

### Returning Customer Creation Process(Upgrade/Renewals/Cancellations)

1. Create an Opportunity for an Add-on or Renewal.  If a cancellation, click on Opportunity they want to cancel.
1. Click on New Quote button within the opportunity.
1. Since this is a returning customer, sales rep will see a screen showing the current subscription.
1. This screen determines that this customer is already established in Zuora and will allow the sales rep to perform on the 4 actions –

#### Updating Subscription for the account

1. Amend existing subscription for this billing account
2. Renew existing subscription for this billing account
3. Cancel existing subscription for this billing account
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