Sales Responsibilities

Marcus WebbReviewed 2026-06-133 min read

Purpose: What Marcus Webb and his two sales reps own, where their authority stops, and how sales hands work to estimating and operations. Read alongside Lead Handling Process for the step-by-step version.

What sales owns

Speed-to-lead. First contact within 15 minutes during business hours. Overnight leads get called the next morning. Emergencies bypass sales entirely and go through the answering service to Pete's on-call rotation.
The pipeline from Contacted through Follow-Up. Rosa creates the lead and works New Lead; sales owns Contacted, hands the site visit to Tara at Estimate Scheduled, and takes the deal back for Estimate Sent and Follow-Up through Won or Lost.
Discovery and qualification. Every lead gets qualified against Lead Qualification before an estimate is booked. A bad-fit lead declined politely beats a bad job won.
Estimate follow-up. The follow-up cadence in Estimate Follow-Up is not optional. Marcus audits open estimates every Monday.
No-shows and lost leads. Reps run the No-Show Process and the quarterly Lost Lead Reactivation pass.

Division of labor

Task	Marcus	Reps
Commercial and property-manager leads	Yes	No
Residential leads	Overflow only	Primary
Discounts up to 5%	Yes	Yes, logged in GHL
Discount requests over 5%	Routes to Tara or Dave	Routes to Marcus first
Pipeline audits and rep coaching	Yes	No
Objection handling escalations	Yes	First attempt

Hard limits on sales authority

No firm prices before a site visit or photo review. Ranges only, per Pricing and Estimating Rules. "Roof replacements typically run twelve to thirty-eight thousand depending on the roof" is fine. A number the customer can hold us to is not.
No discounts over 5%. Only Tara or Dave can approve those. A rep who promises one anyway is unwinding it personally with the customer.
No schedule promises. Sales can book estimate appointments through Rosa. Production start dates come from Pete and nobody else. Say "Pete's team will confirm your start date once the contract is signed."
No warranty coverage determinations and no insurance-claim advice. Route those to Tara for scope questions and Dave for disputes.
CRM stages move when the thing actually happened, not when a rep is optimistic. Rosa audits stage accuracy weekly and Marcus hears about discrepancies.

Handoffs

To Tara: at Estimate Scheduled, with qualification notes, photos if the customer sent any, and the service line tagged in GHL.
From Tara: the delivered estimate, within 3 business days of the site visit. Sales re-engages the same day the estimate goes out.
To Pete: at Won, via the Project Handoff SOP. The deal is not done until the handoff form is complete.

Sample phrasing reps should use

"I can give you the typical range now and exact numbers after we see the roof. The estimate is free."
"I'm not the one who sets crew schedules, and I'd rather not guess. Pete's team will confirm your date once we're signed."
"That discount is above what I can approve on my own. Let me get you a real answer today instead of a maybe."

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