Lead and Client Instruction
FSP Registration — Internal Training
Stage A: Lead + Client Instruction (Steps 1–5) • How to capture and launch onboarding correctly in Zoho
Outcome: clean lead + correctly sent onboarding request email (tracked)
Why Stage A matters
Stage A sets the foundation for the entire FSP Registration workflow. If the lead is captured incorrectly, or the onboarding request is sent inconsistently, you create downstream problems: wrong client details, missing documents, delays, and broken follow-ups. This lesson trains you to do Stage A exactly according to the SOP — with confidence.
Steps covered: 1–5
What you must master: Lead capture + template email
Golden rule: If it’s not in Zoho, it didn’t happen
What “good” looks like by the end
- Lead record exists with complete minimum fields
- Correct Lead Owner is assigned
- Notes clearly capture the client instruction (“FSP Registration request”)
- Approved onboarding email is sent from Zoho
- Email is visible on the Lead timeline as “Sent”
Training focus: You are not uploading proof. You are learning to do the steps correctly and consistently.
Lesson audio
Use the player below. You can pause and resume anytime.
Tip: play while reading the steps
Quick reminder: If it’s not in Zoho, it didn’t happen.
Follow the steps in order and complete the “done checks”.
Follow the steps in order and complete the “done checks”.
Best practice: Keep this page open while you work in Zoho so you can follow each step and avoid common mistakes.
Stage A — the steps (deep training)
Open each step and learn what you must be able to do, how to do it in Zoho, and how to avoid common errors.
Step 1 — Capture the enquiry as a Lead (immediately)
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What you must be able to do
Create a Lead record from any enquiry channel
- Navigate to Leads and click Create Lead.
- Capture the enquiry with minimum viable detail so another team member can continue without calling you.
- Assign the correct Lead Owner (this is a control point; do not guess).
- Save and confirm the record exists (not in draft).
Quality check: Before you save, ask “If I go offline, can someone else continue with this lead?”
How to do it in Zoho (practical)
Exact fields and habits
- Name: capture full name as provided (avoid initials only).
- Mobile: capture in the format your CRM expects (be consistent across all leads).
- Email: confirm spelling — one wrong letter breaks onboarding.
- Source: WhatsApp / Website / Referral / Call (never leave blank).
- Description/Notes: write the instruction in one clear sentence.
Common mistakes: capturing as a Contact instead of Lead; leaving Source blank; leaving Owner as yourself by default; typing notes that don’t explain what the client wants.
Why this step exists: Everything downstream (templates, follow-ups, internal handovers) assumes there is a clean Lead record.
Step 2 — Confirm the request qualifies as an FSP Registration “Client Instruction”
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What you must be able to do
Classify the enquiry correctly
- Identify whether the person is asking for FSP licence application help vs another service.
- Document the decision in the Lead notes so the next person understands the context.
- If uncertain, ask one clarifying question before sending the onboarding link.
Good note example: “Client requests assistance with new FSCA FSP licence application (FSP registration).”
Decision rules you must apply
Fast classification
- If they say “register as an FSP / apply to FSCA” → this SOP applies.
- If they say “we already have an FSP number and need a compliance officer” → different SOP.
- If they say “we want RE exam training” → training sales flow, not FSP registration.
- If they only ask “how much does it cost?” without intent → capture lead, but confirm service first.
Common mistake: sending the onboarding form to a person who is not actually requesting FSP registration.
Step 3 — Start the onboarding request email from inside Zoho (template-based)
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What you must be able to do
Send the right email, the right way
- Open the Lead and use Zoho’s Email action (not external mail).
- Select the approved template for “Onboarding Request / FSP Registration”.
- Confirm the From address is the company mailbox (not personal).
- Confirm the To address is correct and belongs to the decision-maker/contact.
Quality check: If the lead has no email address, you cannot email the link — escalate or request email first.
Practical habits (new staff)
How to avoid template mistakes
- Read the subject line: it must match the service (FSP Registration).
- Scan for merge fields (name/company). If something looks wrong, fix the Lead record first.
- Never attach random documents unless the template/SOP says so.
- Don’t edit template wording unless instructed — consistency matters for operations.
Common mistake: using an old draft email instead of the approved template (creates inconsistent onboarding).
Step 4 — Ensure the JotForm link is correct and the email clearly tells the client what to do
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What you must be able to do
Link quality + instruction clarity
- Confirm the email includes the current approved form link.
- Ensure the email states what the client must submit (form + documents + payment steps if applicable).
- Do a quick “human check”: if you were the client, would you know exactly what to do next?
Quality check: Click-test the link (open in browser). A broken link = guaranteed delay.
Common errors to prevent
What usually goes wrong
- Wrong form version (old link stored in notes/bookmarks).
- Email is too vague (“Please complete the form”) without listing required documents.
- Incorrect recipient (assistant/admin rather than decision-maker).
- Missing expectation-setting (what happens after they submit).
Operational risk: vague instruction leads to incomplete submissions, more back-and-forth, and slow onboarding.
Step 5 — Send and confirm it is logged on the Lead timeline (no “I think I sent it”)
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What you must be able to do
Close the loop properly
- Send the email from Zoho.
- Immediately check the Lead timeline/emails for the sent record.
- Confirm subject line + date/time are visible and correct.
- If not logged, troubleshoot immediately (don’t move on).
Done definition: Lead shows the email as Sent in the record activity — that’s the operational proof.
Troubleshooting checklist
If the email doesn’t show as sent
- Check if you clicked Send or accidentally closed the draft.
- Confirm your Zoho mailbox connection is active (if applicable).
- Try re-sending using the same template.
- Escalate to Team Lead if templates are missing or email sending fails repeatedly.
Common mistake: moving on to the next stage without verifying the sent record — this breaks follow-up accountability.
Mini Quiz — Stage A mastery check
Answer and click “Check answers” for instant feedback.
1) Why do we send the onboarding link via Zoho email templates?
2) What is the minimum “done” check after sending the email?
3) If you’re not sure whether the enquiry is for FSP registration, what should you do?