Daily Opening Checklist

Use this every morning before starting sales calls or walk-in support.

Open Zoho CRM and check today’s tasks. Check new Leads from A1 website forms. Check new A1 walk-in iPad submissions. Check new MetalsDelivered RFQs. Check missed calls from Zoho Voice / phone system. Check unread emails from A1 and MetalsDelivered inboxes. Review open quotes that need follow-up. Review invoices waiting for payment. Check Shopify / MetalsDelivered orders that need attention. Write down top 3 priorities for the day.

Daily Closing Checklist

Use this before leaving so the next day starts clean.

All calls logged or updated in CRM. All walk-ins entered as Contact, Account, Quote, or Invoice. All iPad form submissions reviewed and connected to the correct customer record. All RFQs have a status: New, In Progress, Waiting on Customer, Quoted, Won, or Lost. Follow-up tasks created for every quote not accepted yet. Invoices checked for payment status. Any blockers sent to John / Steve / Carlos. Tomorrow’s urgent follow-ups identified.

Daily Priority Order

Hot customers in front of you — walk-ins and live phone calls.
Missed calls — call back as soon as possible.
New RFQs and new leads — respond same day whenever possible.
Open quotes — follow up and try to close.
Invoices/payment — make sure approved orders get paid.
CRM cleanup — notes, statuses, tasks, and next steps.

Never Promise Without Confirmation

Mary should not promise the following unless confirmed by John, Steve, shop staff, or vendor:

Final freight/shipping cost
Exact delivery date
Same-day availability
Structural use approval
Material grade/certification
Custom fabrication timeline
Refunds, cancellations, or special discounts
Dropship/vendor stock availability

Mary’s Role Overview

Mary’s job is to help customers move from question → quote → invoice → payment → order completion, while keeping the CRM clean and making sure no lead, RFQ, missed call, iPad submission, or walk-in gets lost.

Main Responsibilities

Answer incoming calls professionally.
Call back missed calls quickly.
Help A1 walk-in customers at the shop.
Guide new walk-in customers through the iPad check-in form.
Review and respond to A1 and MetalsDelivered quote requests.
Create and send quotes in Zoho CRM.
Create invoices when the customer is ready to pay.
Follow up on open quotes until they close, pause, or are marked lost.
Keep notes, statuses, and tasks updated inside CRM.
Escalate technical metal, fabrication, pricing, shipping, or dropshipping questions.

Simple rule: If it is not written in CRM, it did not happen. Every customer interaction needs a note, status update, task, quote, invoice, or call log.

A1 vs MetalsDelivered: Know the Difference

Business	Customer Type	Main Workflow	What to Watch For
A1 Industrial Supply	Local walk-ins, local contractors, welders, fabricators, shop customers.	Phone call or walk-in → identify material/service → quote or invoice → payment/pickup/shop work.	Dimensions, material type, fabrication details, local pickup, payment, shop availability.
MetalsDelivered.com	Online customers, nationwide buyers, contractors, fabricators, manufacturers, Shopify/RFQ users.	Online RFQ/order → confirm details → quote material and freight → payment → shipment/dropship coordination.	Freight cost, delivery address, lead time, dropshipping/vendor availability, product details, online expectations.

A1 Walk-In + iPad Customer Check-In Module

The iPad form is used to collect clean customer information before creating quotes, invoices, or customer records. This helps avoid missing names, phone numbers, emails, company names, and job details.

When to Use the iPad Form

New customer walks into A1 for the first time.
Customer wants a quote and is not already in CRM.
Customer needs fabrication, cutting, welding, material quote, or project estimate.
Customer info is incomplete in CRM and needs to be updated.

When Not to Use the iPad Form

Returning customer is already in CRM and info is current.
Very quick cash/card sale where customer does not need a quote or account record.
Customer refuses, then Mary should manually collect basic info and enter it into CRM.

Walk-In iPad Workflow

Greet the customer and ask if they have bought from A1 before.
Search CRM by name, phone, email, or company.
If customer exists, open the existing Contact/Account and update notes.
If customer is new, hand them the iPad and ask them to complete the check-in form.
After submission, refresh/check CRM for the new walk-in record or form submission.
Review the customer’s request with them.
Create or connect the Contact and Account if needed.
Create a Quote if pricing needs approval.
Create an Invoice if customer is ready to pay.
Add notes to CRM with what happened and who is responsible for the next step.

Best practice: Do not create duplicate customers. Always search CRM before creating a new Contact or Account.

Ask for help before quoting: fabrication, structural material, unclear drawings, custom cuts, welding, CNC, special grade, or anything Mary is unsure about.

Hi, welcome to A1 Industrial Supply. Have you purchased from us before? If not, I’ll have you fill out this quick check-in form on the iPad so we can get your contact info and quote details correct. Once you submit it, I’ll review the material or project details with you and help get the next step started.

Walk-In iPad Submission Reviewed Customer: Company: Phone: Email: Request: Material / Service Needed: Dimensions / Quantity: Pickup / Delivery: Needed-By Date: Quote Needed: Yes / No Invoice Needed: Yes / No Assigned To: Next Step: Notes:

Customer Info Intake

Use this when collecting info by phone, walk-in, email, or RFQ.

Customer Name: Company: Phone: Email: Material Needed: Shape: Dimensions: Thickness / Wall Thickness: Length: Quantity: Cuts Needed: Pickup / Delivery / Shipping: ZIP Code: Needed-By Date: Drawing / Photo / DXF Available: Notes: Next Step: Assigned To:

A1 Walk-In Customer SOP

Greet customer and ask what they need.
Ask if they have purchased from A1 before.
Search for their name, phone, email, or company in Zoho CRM.
If existing customer: update their record and add notes.
If new customer: use the iPad form or manually create Contact and Account.
Collect material type, size, quantity, and needed-by date.
Check product/pricing in Zoho or ask shop/metal specialist.
Create Quote if customer needs pricing before deciding.
Create Invoice if customer is ready to pay.
Collect payment and provide receipt.
Add notes to CRM about what happened.

Zoho CRM Module Guide

Use for: New potential customers who have not been qualified yet.

New website form submissions.
New Meta or ad leads.
New callers asking for a quote.
New people who may become customers but are not confirmed yet.

Mary’s job: Review, call/email, qualify, add notes, then convert to Contact/Account when real.

Use for: Individual people: customer name, phone, email, buyer, contractor, purchasing agent, shop owner, or project manager.

Use for: Companies or businesses.

Contractor company.
Fabrication shop.
Machine shop.
Manufacturer.
Repeat business customer.

Use for: Items sold by A1 or MetalsDelivered.

Steel, aluminum, stainless, galvanized.
Tube, plate, sheet, angle, channel, flat bar, round bar, pipe.
Product dimensions, weight, SKU, price, and related details.

Warning: If product price, weight, size, or availability looks wrong, do not guess. Ask before quoting.

Use for: Pricing proposals before the customer pays.

Customer asks for price.
Customer is comparing options.
Material, freight, or fabrication needs approval first.

Use for: Customer is ready to pay or has approved the quote.

Walk-in purchase.
Approved quote.
Payment request.
Order that needs official billing record.

Use for: Logging phone activity.

Incoming calls.
Outgoing follow-ups.
Missed call callbacks.
Voicemail follow-ups.

Use for: Anything that needs a future action.

Call customer tomorrow.
Follow up on quote.
Confirm freight.
Ask Steve about material.
Check payment status.

Use for: Online quote requests from MetalsDelivered.

Review requested material.
Confirm dimensions and quantities.
Check if freight/dropshipping is needed.
Create quote when details are confirmed.

Phone Call SOP

Goal: sound professional, collect the right information, and create a clear next step.

Thank you for calling A1 Industrial Supply, this is Mary. How can I help you today? May I get your name and phone number in case we get disconnected? Are you calling for material, fabrication, a quote, an existing order, or something else? What material are you looking for? What size or dimensions do you need? What quantity do you need? Is this for pickup, local delivery, or shipping? When do you need it by? Let me confirm the details and I’ll either help you with a quote or have one of our metal specialists review it before we send pricing.

Always Collect

Name, company, phone number, and email.
Material type, dimensions, quantity, and needed-by date.
Pickup, delivery, or shipping details.
Any drawings, photos, DXF files, or reference images.

Missed Call SOP

Open missed calls in Zoho Voice or phone system.
Search the phone number in Zoho CRM.
If existing customer: open their Contact/Account and review history.
If new caller: create Lead or Contact depending on situation.
Call back as soon as possible.
If no answer, leave voicemail and send email/text if info is available.
Log the call and create a follow-up task.

Hi, this is Mary calling from A1 Industrial Supply. I’m returning your call. Please call us back at 561-588-0802 when you have a moment, or you can email us the material, dimensions, and quantity you need so we can help with a quote. Thank you.

Subject: Returning Your Call from A1 Industrial Supply Hi [First Name], This is Mary with A1 Industrial Supply. I’m following up on your call. To help you faster, please send me: - Material type - Dimensions - Quantity - Pickup, delivery, or shipping location - Any drawings or photos if available Once I have those details, I can help move your request forward. Thank you, Mary A1 Industrial Supply

RFQ Workflow

RFQ means “Request for Quote.” The customer wants pricing but may not have all details ready.

Open the RFQ record in CRM.
Check customer name, email, phone, company, and address.
Review requested material, dimensions, quantity, and notes.
Check if any details are missing or unclear.
If details are complete, prepare quote or ask specialist to confirm pricing.
If details are missing, contact customer for clarification.
Update RFQ status in CRM.
Create Quote when ready.
Send quote to customer.
Create follow-up task for 1 business day later.

RFQ Status Guide

Status	Meaning
New	RFQ received but not reviewed yet.
In Progress	Mary or specialist is reviewing/pricing.
Waiting on Customer	Need dimensions, quantity, delivery info, drawings, or clarification.
Quoted	Quote was created and sent.
Won	Customer approved and invoice/order moved forward.
Lost	Customer declined, went elsewhere, or no longer needs it.

Subject: Following Up on Your Metal Quote Request Hi [First Name], This is Mary with MetalsDelivered / A1 Industrial Supply. I received your quote request and I’m reviewing the details now. To make sure we quote this correctly, can you please confirm: - Material type: - Dimensions: - Quantity: - Delivery city/state/ZIP: - Needed-by date: - Any drawings, photos, or DXF files: Once I have everything confirmed, we can prepare pricing and next steps. Thank you, Mary

How to Create a Quote

Open the Contact, Account, Lead, or RFQ record.
Confirm customer name, company, phone, email, and billing/shipping info.
Create new Quote.
Add products or line items.
Confirm quantity, dimensions, price, cuts, freight, taxes, and notes.
Add expiration date if applicable.
Add internal notes if a specialist helped price it.
Save the quote.
Send to customer by email.
Create follow-up task for the next business day.

Subject: Your Quote from A1 Industrial Supply / MetalsDelivered Hi [First Name], I attached/sent your quote for the requested material. Please review the material, dimensions, quantity, and any notes included. If everything looks good, reply to this email and we can move forward with the invoice/payment process. If anything needs to be adjusted, send me the changes and I’ll update the quote. Thank you, Mary

How to Create an Invoice

Open the approved Quote or customer record.
Confirm final material, dimensions, quantities, and pricing.
Confirm tax, shipping/freight, delivery, pickup, or shop notes.
Convert quote to invoice or create new invoice.
Review invoice before sending.
Send payment request or collect payment in person.
Mark payment status correctly.
Send receipt to customer.
Notify shop/warehouse/order person if fulfillment needs to begin.
Add CRM notes and close related tasks.

Subject: Invoice for Your Material Order Hi [First Name], Your invoice is ready for the approved material order. Please review the invoice details and complete payment so we can move the order forward. If you have any questions before paying, reply here or call us at 561-588-0802. Thank you, Mary

How to Sell from MetalsDelivered

MetalsDelivered customers are usually online buyers who care about speed, clarity, freight, and getting the correct material delivered.

MD Sales Flow

Customer submits RFQ, Shopify order, DXF upload, email, or call.
Mary confirms customer info and delivery location.
Review material, dimensions, quantity, and timeline.
Check if item is in stock, vendor-sourced, dropshipped, or needs specialist review.
Prepare material quote.
Confirm freight/shipping if needed.
Send quote or invoice.
Follow up within 1 business day.
After payment, confirm order handoff to fulfillment/vendor/shop.

MetalsDelivered Talking Points

Online metal sourcing for contractors, fabricators, welders, manufacturers, and serious DIY buyers.
Steel, aluminum, stainless, galvanized, tubing, sheet, plate, bar, angle, and channel.
Customers can request quotes online.
Custom cut or DXF requests may require review before final pricing.
Nationwide delivery may require freight confirmation before final shipment.

Do not tell MD customers freight is final unless it has been confirmed. Freight can change depending on size, weight, address, vendor, and carrier.

Basic Metal Knowledge for Sales

This is a beginner guide. Mary does not need to be a metal expert, but she needs to ask the right questions.

Common Material Types

Material	Simple Meaning	Common Use
Steel	Strong, common, used in many structural and fabrication jobs.	Construction, welding, frames, supports.
Aluminum	Lighter than steel and corrosion resistant.	Trailers, marine, signs, lightweight structures.
Stainless Steel	Corrosion resistant and cleaner-looking finish.	Food, marine, decorative, high-corrosion areas.
Galvanized Steel	Steel coated for corrosion resistance.	Outdoor projects, fencing, supports, exterior use.

Common Shapes

Shape	What It Looks Like	Ask Customer
Sheet	Thin flat piece.	Thickness/gauge, width, length, quantity.
Plate	Thicker flat piece.	Thickness, width, length, grade, quantity.
Square Tube	Hollow square/rectangle.	Outside dimensions, wall thickness, length.
Round Tube	Hollow round tube.	Outside diameter, wall thickness, length.
Pipe	Round hollow material usually measured differently than tube.	Pipe size, schedule, length.
Angle	L-shaped metal.	Leg sizes, thickness, length.
Channel	U-shaped metal.	Size, thickness/weight, length.
Flat Bar	Flat rectangular bar.	Width, thickness, length.
Round Bar	Solid round bar.	Diameter, length.

Key terms: Length Width Thickness Wall Thickness Diameter Gauge Schedule Grade Quantity

When Mary Should Ask for Help

Ask John, Steve, or the metal specialist before proceeding if:

Customer asks for structural/load-bearing material.
Customer asks for certified material, special grade, or mill certs.
Dimensions are unclear or do not make sense.
Customer needs fabrication, welding, CNC, or custom work.
Order requires freight or dropshipping confirmation.
Product price in Zoho or Shopify looks wrong.
Customer is upset, requesting refund, cancellation, or urgent escalation.
Lead time is uncertain.
Material may not be available.
Customer wants technical advice about what material they should use.

Customer: [Name / Company] Phone/Email: [Contact Info] Request: [Material / Dimensions / Quantity] Needed By: [Date] Pickup/Delivery/Shipping: [Location] Question/Issue: [What needs review] My Notes: [Anything customer said] Assigned To: [John / Steve / Carlos / Shop / Vendor]

Follow-Up Scripts

Quote Follow-Up

Subject: Following Up on Your Quote Hi [First Name], I wanted to follow up on the quote we sent for [material/project]. Did everything look good, or do you need anything adjusted before moving forward? If you’re ready, I can help move this to invoice/payment and get the next step started. Thank you, Mary

Need More Information

Subject: Need a Few Details for Your Quote Hi [First Name], I can help with this quote. I just need a few details first so we price it correctly: - Material type: - Dimensions: - Thickness / wall thickness: - Quantity: - Pickup, delivery, or shipping ZIP: - Needed-by date: - Any drawing/photo/DXF if available: Once I have that, we can move the quote forward. Thank you, Mary

Payment Reminder

Subject: Payment Reminder for Your Order Hi [First Name], I’m following up on the invoice for your material order. Once payment is completed, we can move the order to the next step. Please let me know if you have any questions or need the invoice resent. Thank you, Mary

Simple Sales Workflow

Step	What Mary Does	CRM Action
1. New Inquiry	Customer calls, walks in, emails, submits form, or sends RFQ.	Create or update Lead/Contact/RFQ.
2. Qualify	Collect material, dimensions, quantity, timeline, delivery/pickup info.	Add notes and update status.
3. Review	Check product/pricing or ask specialist.	Create task if waiting on someone.
4. Quote	Create quote and send to customer.	Quote status = Sent / Quoted.
5. Follow Up	Call/email customer after quote is sent.	Log call/email and create next task.
6. Close	Customer approves or declines.	Won → Invoice. Lost → mark reason.
7. Invoice/Payment	Send invoice/payment request.	Update invoice/payment status.
8. Handoff	Notify shop, fulfillment, vendor, or shipping.	Add final notes and close tasks.

A1 + MetalsDelivered Staff SOP Manual