Glossary
The words used in Excelia CRM and in this guide, each in a sentence or two, with a link to the page that explains it in full. The terms follow the order of the sales cycle: from leads, to units and deals, to money, to managing the team.
Leads
Lead A person who may buy, with their phone, source, campaign and the project they are interested in. Each lead has one assigned agent (or is in the pool), a stage and an activity timeline. A lead becomes a client when a deal is made. Leads
Pool Leads that no agent has. Sales agents take a lead from the pool with Claim, and managers can assign pool leads in bulk. Depending on your company's rules, leads nobody works on can go back to the pool after some days. Leads
Stage How far a lead has come in the funnel: New, Contacted, Qualified, Meeting, Site visit, EOI, Negotiation, Reserved, Contracted or Lost. Reserved and Contracted are set by reservations and contracts; Lost asks for a reason. The lead page
Step A stage of your company's own, added after a built-in stage, for example "Second call" after Contacted. For reports and automation a lead in a step counts as being at its stage. The lead page
Follow-up The date and time of the next contact with a lead. Due follow-ups appear on Today, overdue ones are flagged, and you can get a phone notification 15 minutes before. The lead page
Do not contact A mark on a person who asked not to be contacted. ExceliaBOT sends them nothing and connected tools receive the mark; an agent may still call about an open deal. Only managers and team leaders can lift it, and only when the person asks to be contacted again. Privacy and data protection
Consent The record of how and when a person agreed to be contacted (website form, ad form, WhatsApp chat, walk-in, phone call…). It is shown on the lead in the Consent to contact card. Privacy and data protection
Distribution rule A rule that decides which sales agents take turns receiving new leads, for example by source, project, campaign or the lead's language. Rules are checked in order of priority; agents who are unavailable or at their lead limit are skipped. Lead distribution
Units and sales
Hold A temporary hold on a unit for a client, for a number of hours, so nobody else sells it while the client decides. It may need approval, ends by itself when the time runs out, and can be turned into a reservation. Holds & EOIs
EOI Expression of interest: the client pays an amount to register interest in a project before choosing a unit. Once the money is confirmed the EOI gets a priority number on its project and a receipt; later it is used for a unit's reservation or refunded. Holds & EOIs
Reservation The start of a deal: a unit is reserved for a client at an agreed price with a payment plan, usually against a reservation payment. A reservation that needs approval waits until it is approved. Creating deals
Deal The sale of one unit to one or more buyers, from reservation to handover: price, payment plan, documents, contract, payments and commissions are all on the deal page. The deal page
Contract The sales contract created from your company's contract templates. It is signed by the client, then by the company; the deal then becomes Contracted. The deal page
Handover Delivering the unit to the client: an appointment, a checklist, meter readings and any snags, until the handover is completed. The deal page
Resale A unit an owner wants to sell again, listed by your company with an asking price. Resale listings that fit a lead's wishes are suggested on the lead page, and the agency earns a commission when it sells. Resale
Money
Installment One amount due in a deal's payment plan: the reservation, the down payment, a regular installment, the delivery payment, maintenance and other charges. Each one is pending, partially paid, paid or overdue. Collections
Cheque A post-dated cheque the client gives for an installment. Finance follows it from received to deposited and collected; a bounced cheque can be replaced and may carry a fee. Collections
Commission What an agent, team leader, sales manager or sub-agent earns on a deal, according to your company's commission schemes. It moves from pending collection to eligible, approved and paid. Commissions
Brokerage and sub-agent For companies that sell developers' units: registering a client with the developer, claiming the commission from the developer, and invoicing and collecting it. A sub-agent is an outside broker who brings clients and receives a share of the commission. Brokerage
Managing
Approval workflow The steps a type of request goes through (holds, discounts, reschedules, cancellations, unit swaps, transfers, buyer changes): who approves at each step, when a step applies, and its time limit. A request takes effect only after the last step approves it. Approvals
Delegation Letting a colleague decide the approvals you could decide, for a period such as your leave. You are still notified. Approvals