Glasshive SDR/Sales Process
This guide provides a comprehensive overview of the Glasshive SDR and sales process, detailing each step from initial outreach to opportunity creation and syncing with ConnectWise. It streamlines the sales workflow, ensuring that SDRs can efficiently manage leads and appointments while maintaining accurate records. By following this structured approach, sales teams can enhance their productivity and improve lead conversion rates, making it an essential resource for anyone involved in sales operations.
ď‚· Cheryl Anderson
ď‚· 16 steps
ď‚· 32 seconds
List Definitions (Contact Level)
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Active Client – A current paying client with an ongoing contract or active services.
Inactive Client – A former client whose contract has ended and is no longer receiving services.
Active Opportunity – A prospect who is actively engaged in the sales process (discovery, FTA, or proposal stage).
Sales Qualified Lead (SQL) – A contact that we have spoken with and confirmed as a good fit, with verified need and openness to progressing to next steps.
Nurture SQLs – A sales-qualified, responsive contact who has requested a follow-up or callback but is not ready to proceed immediately and requires short- to mid-term follow-up.
Marketing Qualified Lead (MQL) – A contact that fits our target profile and has shown initial interest, but where sales was unable to confirm readiness for next steps due to limited engagement, ghosting, or lack of response after initial contact.
Re-Engage Later – A contact who asked to be contacted again at a later time or where a meaningful conversation could not take place due to timing, missed calls, or an early hangup.
Lost Opportunity – A qualified opportunity that was actively pursued but ultimately did not close (e.g. chose another provider, budget changes, or timing).
In Real Life (IRL) – A contact met or connected with in person (events, referrals, meetings, networking, site visits, etc.).
Internal Staff – Employees or internal team members — not prospects or clients.
Vendor – A third-party provider or partner that supplies products or services to the company.
Not A Fit – A contact or company that does not align with target criteria (industry, size, location, or needs).
Avoid – A contact that should not be contacted again (e.g. hostile response, repeated negative interactions, or an internal decision to disengage).
Email Bounced – Email delivery has failed, and the email address is invalid or no longer active.
Unsubscribed – A contact who has opted out of receiving marketing or email communications.
List Definitions (Company Level)
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Active Client – A company that is a current paying client with an active contract or ongoing services.
Inactive Client – A company that was previously a client but no longer has an active contract or receiving services.
Prospect – A company that fits our target profile and is in the active sales process.
Vendor – A third-party company that supplies products or services to our organization.
Avoid – A company that should not be contacted or pursued due to poor fit, prior negative interactions, or an internal decision to disengage.
Glasshive Marketing
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Understand Marketing Lead Scoring & Temperature
What Lead Score Means
ď‚· Lead Score is a number that shows how engaged a contact is.
ď‚· It helps sales reps prioritize who to follow up with first.
How Lead Score Is Calculated
1. +1 point when a lead clicks a link in an email.
2. +5 points when a lead submits a form.
3. Leads can be uploaded with a preset score.
4. Lead scores can be manually adjusted directly on the contact record.
Lead Temperature (Based on Score + Recent Activity)
ď‚· Hot Lead
o Score of 5 or higher
o Active within the last 30 days
ď‚· Warm Lead
o Score between 1–4
o Active within the last 30 days
ď‚· Cold Lead
o No activity in the last 30 days or
o Score of 0
How Sales Reps Should Use This
ď‚· Hot Leads: Reach out immediately.
ď‚· Warm Leads: Nurture and follow up strategically.
ď‚· Cold Leads: Re-engage or move into long-term nurture.
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Add Marketing Collateral To Support Outreach Efforts
What “Marketing Collateral” Means
ď‚· Marketing collateral includes files like PDFs, whitepapers, one-pagers, or other content you want to share with contacts during a campaign.
ď‚· You store these in your Collateral Library and link them into your campaigns for prospects to open.
How to Add Collateral to a Campaign
1. Open your campaign editor and select the item (button, image, or text) where you want to add collateral.
2. In the right-hand panel, choose “Choose from Marketing Collaterals.”
3. Browse or search your Collateral Library to find the file you want.
4. Hover on a file to see options and click Select, then click Add to link it.
5. If you’re linking via text, select the text first, then click the Link icon (Ctrl+K) and insert the collateral link.
6. Once linked, the file won’t visibly appear in the email, but clicking it in the sent campaign will open it for the recipient.
Tips
ď‚· Use collateral to give prospects valuable info without cluttering your email content.
ď‚· Attach case studies, product sheets, or whitepapers to boost engagement and credibility.
How to build a Campaign Using A List
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Step 1: Create a List Folder
1. Go to Contacts → Lists.
2. Click Create List.
3. Name your list clearly (e.g. ESU Campaign 14-21 Employees).
o This list will serve as the folder where you’ll store and manage your campaign contacts.
4. To organize the contacts for each week’s reach-out, create separate views inside the list:
o Click Create View → Add View.
o Name each view by week (e.g. Week 1, Week 2, Week 3).
o This allows you to segment and manage your outreach cadence easily weekby-week.
Step 2: Access the Company Directory
 Navigate to Contacts → Companies.
Step 3: Apply the Right Filters
1. Click Filters to refine your company view.
2. Exclude the following categories to avoid duplicates or irrelevant entries:
o ❌ Avoid
o ❌ Not a Fit
o ❌ Active Clients
o ❌ Prospects
Step 4: Sort by Company Size
1. Locate the Employees column.
2. Sort it from Descending → Ascending (largest to smallest).
3. This helps you prioritize companies based on size or campaign focus (e.g. mid-size construction firms).
Step 5: Select Target Companies
1. Review the sorted list.
2. Tick the boxes next to the companies that fit your campaign criteria (e.g. 14-21 employees).
3. (Optional) Cross-check with your campaign focus:
o Industry (e.g. Construction, Engineering, Manufacturing)
o Location (e.g. Greater Houston Area)
o Decision-maker titles available (Owner, CEO, IT Manager, etc.)
Step 6: Add Companies to Your List
1. After selecting the companies, click Add to List.
2. Choose the list folder you created earlier.
3. Confirm to save the selected companies.
Step 7: Verify Contacts
1. Go to the list you created.
2. Remove any irrelevant or duplicate entries.
Step 8: Assign Contacts to Weekly Views
1. Once you are in the list you created, make sure you are in the Main Copy tab.
2. At the top, you should see the views you created (e.g. Week 1, Week 2, Week 3, Week 4).
3. Look for the column with the drop-down menu
4. From the drop-down, select the week where you’d like the contact(s) to be included.
o This ensures each contact is grouped correctly according to your weekly outreach schedule.
SDR Calling
Prospecting - This is a lead that you have received from prospecting. It can also be a lead that you are currently prospecting.
Discovery Call - We are in the process of qualifying the lead or there is a Discovery Call scheduled with the lead.
First Time Appointment - We are in the process of performing our first in-person appointment with the lead or we have one scheduled.
Network Assessment - We are in the process of performing a network assessment with a technical resource or we have one scheduled.
Presentation - We are in the process of presenting a solution and asking for money or we have one scheduled.
Follow-Up - If after we've presented the proposal, we did not receive and immediate decision, we place them in this stage.
Commitment - We have a verbal commitment that the prospect wants to move forward however we have not received sign off on the proposal.
Order Porter Approved - System used after a proposal is approved.
Won - We won the deal!
Lost - Competition - We lost the deal to a competitor.
Lost - Doing It Themselves - We lost the deal due to them doing it themselves.
Lost - Status Quo/No Decision - We lost the deal because they did not move forward with any option or we did not get a decision.
Sales Process Connectwise
Step 1: Initial Setup: After SDR Sets Appointment
CW Activity.
ď‚· Correct company and contact
ď‚· Change the Type: Discovery Call
ď‚· Add Opportunity
ď‚· Add Campaign
Add the contact to the Issue List in Stredy for the sales team meeting.
--Discovery Meeting/Calls
Step 2: Pre-Appointment Preparation (Day Before the Call)
ď‚· Review Prospect Info:
o Review CW Activity notes from SDR.
o Review any history in GlassHive (email opens, website tracking, past interactions).
o Look at Stredy Issue notes for context.
ď‚· Call Reading (for preparation or confirmation).
ď‚· Verify:
o Time & date
o Attendees
o Agenda
Step 3: Appointment Execution
Attend the Scheduled Call
ď‚· Conduct the discovery or demo call with the prospect.
ď‚· Gather technical and business requirements.
Determine Next Steps
ď‚· If Prospect is Qualified and not moving forward at this time or will say they will reach back out do the following.
o Sales Notifies SDR the out come and hands back off to SDR
 SDR will Create Follow up task in Glasshive
 Removes SQL from Master prospect List
 Adds to Newsletter only List
 SDR Will Reach back out in a few weeks Depending on the outcome of the call notes
ď‚· If moving forward with lead:
o Schedule the next appointment live on the call.
o Book using Timezest
o Activity Type:
o Move to Step 4
ď‚· If the prospect is not moving forward:
o In Connectwise
 Enter time and notes
 Copy Notes
 Mark Activity as Closed
o Update the S&M Spreadsheet with pasted notes from CW activity.
o In Glasshive - Change the contact status: Not A Fit, Lost,Re-Engage Later based on List Definitions (Contact Level).
 If Not a fit you will need to update Company Status based on List Definitions (Company Level).
 Close opportunity with Proper Status (closing here will close it in CW)
Step 4: Post-Appointment Actions
1. Update CW Activity:
o Enter time and notes.
o Copy notes
2. Update the S&M Spreadsheet as needed.
3. Log activity in GlassHive:
o Go to Contact
 Log Activity
 Set Activity Type
 Add pasted notes
 Add activity.
o Change the status of the opportunity in GlassHive.
Notes:
Automation
ď‚· Identify steps that can be automated (e.g., logging activities, updating spreadsheets, sending invites) to streamline the workflow.
ď‚· When Can we get rid of the S&M spreadsheet (if we even can)
Post-Discovery Callback & Handoff Process
Discovery Call Completed (Sales Owned)
ď‚· Discovery call conducted by Sales.
ď‚· Prospect confirms they would like a follow-up call.
ď‚· Agreed callback date is confirmed during the call.
On the Agreed Callback Date (Sales Responsibility)
On the scheduled callback date:
ď‚· Sales calls the prospect.
 If no answer → leave voicemail.
ď‚· Send follow-up email the same day referencing:
o The agreed callback
o Brief recap
o Clear call to action
Prospect Response Window (Sales Waiting Period)
After the callback attempt:
 Wait 3–5 business days maximum for response.
 Optional: Send one short bump email 48–72 hours later.
Handoff to Shela (Long-Term Nurture)
If after 3–5 business days:
ď‚· No response
ď‚· No next meeting secured
ď‚· No clear next step confirmed
And the prospect was identified as a good fit during discovery. The account transitions to Shela for continued follow-up.
GlassHive Process
When handing off:
 Contact Status in GH → Change to: Nurture SQL
 Assigned Salesperson → Shela
 Add to List → Nurture SQL
ď‚· Add Notes
Click Save
(First Time Appointment / Discovery Meeting)
1. Day Before the FTA
ď‚· Review all previous notes and activities.
ď‚· Customize and review your FTA Questions document.
ď‚· Get a few possible dates/times for a Technical Assessment from the technical team.
2. During the FTA
Goal: Continue floating price and determine whether to disqualify or move to Technical Assessment
3. After the FTA
A. If moving forward with Technical Assessment
1. Log time and notes in ConnectWise (CW).
2. Update the Sales & Marketing (S&M) spreadsheet with notes and required fields.
3. Use the TimeZest Link to schedule the Technical Assessment (include technical resource).
4. Once the appointment syncs to CW, update:
o Company + Contact
o Opportunity
o Campaign
o Add the technical resource
5. Advance your opportunity stage in CW.
6. Send follow-up email to the prospect.
7. Review the Post-FTA & Assessment Checklist; prepare for the Technical Assessment.
B. If NOT moving forward
1. Notify SDR to mark the record in Glasshive as “Not a Fit.”
2. Enter time + notes in CW; close activity.
3. Copy notes into the S&M spreadsheet.
4. Complete the FTA-related columns in the spreadsheet.
5. Change company type in CW to “Not a Fit.”
6. Close the opportunity as “Not a Fit.”
Technical
Assessment
(Sales + Technical)
1. Day Before
ď‚· Sales meets with the technical resource to review all notes.
ď‚· Sales prepares potential presentation dates (at least 1 week out).
2. During the Technical Assessment
ď‚· Technical works independently while Sales:
o Gathers additional info from POC.
o Speaks with users if possible to uncover pain points.
ď‚· Sales schedules the Presentation meeting (1 week out minimum).
3. After the Technical Assessment
1. Log time and notes in CW; copy notes.
2. Update S&M spreadsheet with notes and required columns.
3. Use TimeZest link to schedule the presentation if not already set.
4. After appointment syncs to CW, update:
o Company + Contact
o Opportunity
o Campaign
o Opportunity stage
5. Send follow-up email to the prospect.
6. Review the Post-FTA & Assessment Checklist.
7. Technical resource prepares findings and recommendations (usually takes 2 days).
8. Technical resource schedules debrief with sales.
4. Debrief (Internal)
ď‚· Sales + Technical meet to review findings.
ď‚· Prepare quote(s) for the prospect.
Sales Prepares for Presentation
1. Review all prior notes and assessment details.
2. Complete & print:
o PreSales Assessment Baseline (LifeCycle Insights – before Divergys)
o PreSales Assessment Comparison (after Divergys)
3. Print Divergys Difference Flyer.
4. Review the Post-FTA & Assessment Checklist.
5. Review quotes and ensure iPad quote links work.
Sales Attends Presentation Meeting
1. Review the Baseline Assessment with the prospect.
2. Review the Comparison Assessment.
3. Review the Divergys Difference Flyer.
4. Review pricing.
If the prospect wants to move forward
ď‚· Open the quote link(s), review together, and close the deal.
If the prospect is not ready
ď‚· Schedule a follow-up call/meeting.
After the Presentation Meeting
1. Log time + notes in CW; copy notes.
2. Update the S&M spreadsheet with all notes and required columns.
3. Use TimeZest booking link to schedule the follow-up (if needed).
4. After the appointment syncs to CW, update:
o Company + Contact
o Opportunity
o Campaign
o Opportunity Stage
5. Send follow-up email.
Sales Attends Follow-Up Meeting
1. Enter time and notes in CW; copy notes.
2. Update the S&M spreadsheet.
3. Use TimeZest booking link to schedule additional follow-up if needed.
4. After the appointment syncs to CW, update:
o Company + Contact
o Opportunity
o Campaign
o Opportunity Stage
5. Send follow-up email.
Inside Sales – Opportunity Won\
(Inside Sales)
1. Convert quote & opportunity to Won in CPQ.
(Sales)
2. Call customer, thank them, and explain next steps (Project Kickoff).
3. Update S&M spreadsheet with final data.
Inside Sales – Opportunity Lost
(Inside Sales)
1. Convert quote & opportunity to Lost in CPQ.
(Sales)
2. Notify SDR to update Keap (Unconverted Lead).
3. Change company type in CW to Unconverted Lead.
4. Update the S&M spreadsheet.
5. Add prospect to the Warm 250 list.