Category term

What is Retail lead capture?

Retail lead capture is the creation of a lead from an in-store conversation the moment a customer shares a phone number, carrying the model discussed, stated budget, timeline and objection, without the advisor filling in a form.

It replaces the CRM entry that says "interested, will revert" with a record of what was actually said, and assigns the lead to the advisor who had the conversation with a follow-up date drawn from it.

Related terms

• Walk-in recovery: Walk-in recovery is the practice of following up a store visitor who did not buy, using what they said in the conversation, and attributing the eventual sale back to the original visit.
• Buying intent score: A buying intent score is a per-customer estimate of how close a walk-in was to purchasing, derived from what they said in the conversation: the model discussed, budget stated, timeline, objections raised and whether a number was shared.
• Recovery play: A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date.

Where Borentis applies this

• Walk-in Recovery: The customer who left is still yours.