1. Verifying duplicates without erasing history
Receiving a second enquiry does not always mean a second buyer. Compare contact details provided by the person, property references, communication history and project description. Two people may use the same telephone number, and one person may use two email addresses. Record the potential duplicate first, then verify the link using information legitimately available for the assignment. Do not request an identity document solely to clean up a training record.
After confirming that both entries belong to the same person, keep both enquiry sources and dates. Do not replace a recent choice of communication method with an old campaign setup. Separate the buyer from the spouse, assistant or advisor, even when everyone is discussing the same property. In the example, Lina submitted a request via a property portal and then a message arrived at the agency regarding the same apartment. This is a presumption requiring verification, not sufficient proof on its own to merge.
A clear question can be asked: “Do both enquiries relate to your project, and which address do you prefer for communication?”. Record the response, selected channel and agreed next step. If identity remains unconfirmed, keep both entries separate and highlight the point of uncertainty. Register quality depends on the accuracy of its history, not on having few visible rows. Kinship alone does not grant access to another person's complete file.
Matching the requested property indicates a potential duplicate; it does not prove that the callers are the same person.
2. Linking Sales Stages to Evidence
Define the meaning of each stage before calculating results. A response proves contact was made; a qualified project requires a requested use, budget context and timeframe. An appointment requires acceptance, and a completed viewing requires proof it took place. A buyer's absence does not turn an appointment into a completed viewing. Record non-attendance separately so the team can distinguish an organisation issue from a reaction following an actual viewing.
Lina did not attend Tuesday's appointment and requested an email for next Thursday. Confirm the intended date and convenient time, and do not rely on phrasing that both parties might understand differently. The correct next step is the agreed email; it is not a completed viewing, daily contacts, or a new appointment she did not agree to. Keep the original appointment in the history. If commercial follow-up is explicitly refused, honour her choice rather than bypassing it via another medium.
For a non-responsive person, log the actual attempts, their dates, and the channel used. Follow the institution's procedure, applicable requirements, and the individual's choices; this exercise does not specify a single uniform legal interval between all attempts. The entry must conclude with an assigned owner and a next step, or an explicit reason for not planning further contact. In this way, stalled files are shown without fabricating commercial progress for which there is no evidence.
An appointment unattended by the client differs from a visit that took place and is awaiting feedback.
3. Handing Over Responsibility and Reviewing Activity
Handing over a file means transferring context and responsibility, not merely changing the name in a tracking field. Prepare the client's confirmed goal, communication choices, property references, open questions, and the next commitment. Transfer only what the colleague needs and is permitted to see. Do not copy personal or financial documents into a public team group.
Sarah will follow up on Lina's file in this exercise. Until Sarah confirms she understands the context and assumes responsibility for Thursday's action, it must be specified who remains responsible for the promise. Record handover confirmation rather than assuming it. Changing colleagues does not turn unconfirmed funding into acceptable funding; reservations and required documents remain visible. If Sarah refuses the task or cannot meet the deadline, return to the owner to assign a clear alternative.
In the weekly review, examine old files, overdue commitments, unresolved duplicates, and pending handovers. Ask for the evidence that permits each file to progress. If ten visits were scheduled, seven took place, and clients were absent for three, report seven completed visits. Do not divide offers from one period by visits from another period and present the result as an accurate conversion rate. Select a homogenous group and clarify the calculation basis, then assign a specific action to an individual for each exception and verify the outcome in the next review.
Sarah's receipt of the attachment does not equal her accepting responsibility for the next step.
Written application
Write a CRM entry for Lina: two potentially duplicate records, a missed viewing, an email she requested for Thursday, and a colleague who will follow up the file. Separate confirmed facts from outstanding items, and state the action, the responsible person, and proof of handover acceptance.
Comprehension test