# TRA CRM sales playbook

## RFQ workflow

1. New RFQs create a lead, attribution touchpoint, score, owner assignment, duplicate review candidate, and lead-acceptance SLA.
2. Qualify fit, quantity, budget, delivery date, artwork readiness, and wholesale eligibility.
3. Move qualified work through: New RFQ → Qualification → Mockup brief → Mockup sent → Quote sent → Negotiation → Won/Lost.
4. Use the mockup playbook tasks before advancing to Quote sent.

## Quotes and approvals

- Quote discounts and margins below 20% require approval.
- Separation of duties applies: the quote creator cannot approve their own exception.
- Send only approved quotes. The secure token records signer, decision, IP, user agent, and quote hash.
- Acceptance creates a draft order. Revise instead of editing a sent quote so the customer decision remains auditable.

## Email templates and consent

- Start with RFQ acknowledgement, mockup ready, quote sent, quote reminder, and wholesale approved.
- New template versions strip script tags and preserve prior versions.
- Marketing acknowledgements queue only when the lead supplied marketing consent. Transactional messages must still use the correct approved template.

## SLA handling

- Lead acceptance: 60 minutes.
- First response: 120 minutes.
- Quote turnaround: 24 hours.
- Review warned and breached clocks from CRM → SLA, reassign blocked work, and record the next action.

## Wholesale

- Confirm business identity, contact details, expected volume, and trading terms.
- Only staff with `crm.edit` may approve or reject.
- Approval creates or updates the CRM company and unlocks the authenticated wholesale portal for matching approved customers.

## Data quality

- Resolve email-match duplicate candidates before parallel outreach.
- Merge into the best primary profile and retain the merge record.
- Record campaign source, medium, campaign, content, and term on lead touchpoints.