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ODOO TRAINING 0810 - CRM MODULE

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1. In Odoo's CRM, what is the main difference between a Lead and an Opportunity?
A Lead is always a service call; an Opportunity is always a sales demo. A Lead is created only by technicians; an Opportunity is created only by sales. A Lead happens after installation; an Opportunity happens before installation. A Lead is initial outreach; an Opportunity is a scheduled appointment. A Lead is for existing customers; an Opportunity is only for new customers.
2. What is the correct naming convention for a new Lead in the CRM?
Customer city plus street address. Customer first name only. Customer last name plus month and year code (e.g., 1125 for November 2025). Customer full name plus full written date (e.g., November 2025). Customer account number plus phone number.
3. Which CRM stages are specifically mentioned as part of the standard pipeline?
Lead, Demo, Follow-Up, Sold, Installed, with Reschedule and Service Opportunity. Lead, Quote, Service, Maintenance, Archive. New, In Progress, On Hold, Complete, Archived. Inquiry, Quote, Invoice, Paid, Closed. Prospect, Proposal, Negotiation, Contract, Renewal.
4. When does a Lead move into the Rescheduled stage?
When the sales order has been fully installed and invoiced. When the lead team has completed all 30 days of follow-ups. When the customer cancels and never wants contact again. When the customer has already purchased equipment. When a demo was set but could not be completed and needs a new date.
5. Who is responsible for following up on records in the Lead and Rescheduled stages?
The lead team, using CRM Activities for structured follow-ups. The accounting department, as part of billing and collections. The service technician assigned to any upcoming work order. Only the branch general manager, during weekly meetings. The installation crew, as part of their job closeout process.
6. What is the first step after entering all available information for a new Lead?
Save the lead record, then schedule Day 1 outreach activities (email, call, and text) for today. Create a sales order and schedule installation on the same day. Skip scheduling activities and wait for the customer to call back. Immediately convert the lead to an opportunity before contacting the customer. Archive the lead until more details are known.
7. When preparing to convert a Lead to an Opportunity, which information should you gather before clicking Convert?
Equipment serial numbers and full installation layout drawings. Complete financial statements and credit scores for the customer. Exact RO membrane model and operating pressure requirements. Only the customer’s favorite product and preferred discount level. Appointment reason, building type, caller relationship, water type, years in home, household size, recent tests, treatment, and decision-makers.
8. What should you do during conversion to avoid creating duplicate customer records?
Always create a brand-new customer record for every new lead. Use the referral’s contact record instead of the actual customer’s record. Search for an existing customer and link the opportunity to that record before creating a new one. Ignore existing records and rely on accounting to clean up duplicates later. Merge all customers with similar last names into a single record.
9. When should Direct Effort be selected on an Opportunity?
For all house leads that are older than six months. Whenever the opportunity is expected to close quickly. Only when the salesperson personally created the lead instead of the lead team. Any time a technician assists with the appointment. Whenever the opportunity involves a commercial project.
10. Which fields are used when scheduling a demo from the Quotation using the scheduling wizard?
Appointment type Maintenance, problem Filter Change, and no skills selected. Appointment type Service, problem Leak, and only service skills. Appointment type Sale, problem Demo, service skill None, sales skill Demo, and correct salesperson. Appointment type Vacation, problem Time Off, and demo sales skills. Appointment type Install, problem Demo, and only service skills.
11. What should happen to the Opportunity stage once the demo has been completed and the customer decides to buy?
Confirm the sales order, schedule installation, and move the opportunity stage to Sold. Mark the opportunity as Lost and remove all follow-up activities. Leave the opportunity in Demo and only update internal notes. Skip changing the stage; only the invoice status matters. Archive the opportunity and delete the sales order.
12. How should you handle an Opportunity when the customer needs more time and has not yet decided?
Move the stage to Follow-Up and schedule specific follow-up activities using the Activities panel. Immediately mark the opportunity Lost with no follow-up. Convert the opportunity back into a Lead and restart the process. Create an installation order even though the customer has not agreed. Do nothing in the CRM and wait for the customer to call back.
13. What is the correct way to handle an Opportunity when the customer decides not to proceed?
Move the record to Installed so it leaves the active pipeline. Mark the opportunity Sold and skip updating any reasons. Mark the opportunity as Lost and select the most accurate Lost Reason. Delete the opportunity so it no longer appears anywhere. Change the stage back to Lead and keep calling weekly.
14. How long do House Leads remain active before they are automatically treated as lost if no sale occurs?
One week, after which it is deleted permanently. Thirty days, after which it is converted to a service ticket. One year, after which it becomes a vendor record. They never expire and remain active forever. Six months, after which the lead is marked lost if no sale has been made.
15. According to the training, who manages Leads and who manages Opportunities in Follow-Up?
No one is specifically responsible; records update themselves automatically. The lead team manages Leads; the sales team manages Opportunities in Follow-Up. Only the general manager manages both Leads and Follow-Up opportunities. Technicians manage Leads; installers manage Follow-Up opportunities. The accounting team manages Leads; the warehouse manages Follow-Up.