Article Type: Internal Process
Audience: Support Agents
Visibility: Internal Only
Category: Internal Operations
Section: AI Agent - MAX
Overview
Use this article when a customer:
- Requests a quote or asks about pricing
- Asks which product or material suits their needs
- Describes a use case or environment without naming a specific product
- Asks for a size, thickness, colour or finish outside the standard assortment
- Is a business enquiring about larger volumes or recurring orders
This article helps agents to:
- Identify the right product and material from the customer's description
- Always recommend two material options with clear reasoning
- Know when a request is within standard assortment vs. requires a custom solution
- Send a complete first reply including quote link, delivery time, and product explanation
- Know what next steps to take after sending the quote
Step 1 — Read the Customer's Need (Intent Matching)
Customers rarely use our exact product names. Max and agents must interpret what the customer actually needs.
Common customer phrasings and how to interpret them:
| Customer says | Likely need | Start with |
|---|---|---|
| "outdoor sign for our building" | Durable, weather-resistant, full colour | Printed Aluminium / Acrylic |
| "something that won't rust" | Corrosion resistance | Stainless Steel / Printed Aluminium |
| "name badge for events" | Lightweight, removable | Magnetic Signs / Engraved Plastic |
| "premium sign for our reception" | Professional appearance, interior | Acrylic / Laser Engraved Aluminium |
| "something cheap and lightweight" | Budget, lightweight | Foam PVC / Solid PET |
| "sign for high temperature environment" | Heat resistance | Stainless Steel |
| "sign that looks like glass" | Premium aesthetics | Acrylic |
| "eco-friendly material" | Sustainability focus | Printed Aluminium (75% recycled) / Eco Board |
| "banner for an event" | Temporary, large format | Banner / Pull-up Banner |
| "sign for machines or equipment" | Industrial, permanent marking | Stainless Steel / Engraved Plastic |
| "something with our logo and colours" | Full colour print | Printed Aluminium / Acrylic / Solid PET |
If the customer's need is still unclear after reading the message → ask one clarifying question before quoting (see template below).
Step 2 — Always Recommend Two Materials
Always offer the customer two material options in the reply. This gives the customer context, demonstrates expertise, and increases the chance of conversion.
How to choose the two options:
- Option 1 — The best match for the customer's stated need
- Option 2 — A relevant alternative (different price point, different functionality, or different appearance)
For each option, always explain:
- What the material is
- Why it fits the customer's need
- One or two key functional properties (durability, outdoor lifespan, print method, etc.)
Example pairing logic:
| Primary recommendation | Secondary recommendation | Reason for pairing |
|---|---|---|
| Printed Aluminium | Acrylic | Durable outdoor vs. premium indoor/outdoor |
| Stainless Steel | Laser Engraved Aluminium | Industrial engraved vs. lighter engraved option |
| Acrylic | Solid PET (PVC-free) | Premium appearance vs. eco-conscious alternative |
| Foam PVC | Solid PET | Budget indoor vs. more durable lightweight option |
| Banner | Pull-up Banner | Large format vs. portable standalone display |
Refer to individual Product Recommendation Guide articles for full material specifications and recommendation rules.
Step 3 — Standard vs. Non-Standard — Know the Difference
This distinction is critical for the agent's next steps after sending the quote.
✅ Standard Assortment
The request falls within the standard assortment when:
- The size is within the material's maximum design size (see Material Size Guide — Maximum)
- The thickness is one of the standard options listed in the product guide
- The colour/finish is available in the standard range
- No special production modifications are required
Agent next step: Generate quote(s) via the website (orders up to 7,000 SEK ex VAT) or via the Quote Template (orders above 7,000 SEK ex VAT). Send in first reply.
⚠️ Outside Standard Assortment (Custom)
The request falls outside standard when the customer asks for:
- A size larger than the maximum design size for that material
- A non-standard thickness
- A special finish, colour, or surface treatment not available in the standard range
- A special shape, hole pattern, or radius that is not in the standard configurator
Agent next step: Do NOT quote a price directly. Instead:
- In the reply, offer the closest standard alternative as Option A
- Mention that a custom solution is possible as Option B — but that production time and pricing differ
- If custom request → escalate to #Special Channel in Slack and note expected turnaround in the ticket.
- Don't answer the customer a mid-email before you have a finalized quote, if it's not going to take more than 24 hours before you can answer.
Always be transparent with the customer about which option is standard and which is custom — this manages expectations on both pricing and delivery time.
Step 4 — Always Include Delivery Time
Every quote reply must include a delivery time estimate. Never leave this out.
Delivery time = Production time + Shipping time
| Order type | How to calculate |
|---|---|
| Standard order | Use Manufacturing Time article + Delivery Time by Market article for customer's country |
| Custom/non-standard order | Do not give a specific time. State: "Production time for custom orders is confirmed individually — we will confirm this in the quote." |
| B2B / large volume | State: "Delivery time for larger orders depends on volume and complexity — confirmed in the quote." |
| Urgent order | Check production capacity before confirming. Never promise faster delivery without verification. |
Example delivery time phrasing for standard orders:
"Estimated delivery: 2–3 business days production + 2–4 business days shipping = approximately 4–7 business days in total."
Customer Reply Templates
Template A — Standard quote, two material options
Hi [Customer Name],
Thank you for your enquiry!
Based on your requirements, here are two options we would recommend:
Option 1 — [Material Name] [One sentence on what it is and why it fits.] Key properties: [e.g. weather resistant, full colour print, outdoor lifespan 7–10 years]
Option 2 — [Material Name] [One sentence on what it is and why it fits.] Key properties: [e.g. premium glass-like finish, suitable for indoor and outdoor, up to 10 years lifespan]
Quote for Option 1: [Quote link] Quote for Option 2: [Quote link]
Estimated delivery: [X–Y] business days (production + shipping to [Country]).
Both quotes are valid for 30 days. Let us know if you'd like to adjust the size, quantity, or mounting — we're happy to help.
Best regards, [Agent Name] Skyltmax / Signomatic
Template B — Customer request includes non-standard size/spec
Hi [Customer Name],
Thank you for your enquiry!
Based on your requirements, here are our recommendations:
Option 1 — [Closest Standard Product] ✅ Standard assortment [Brief description and why it's the closest match.] Size available in standard: [dimensions] Key properties: [properties] Quote: [Quote link] Estimated delivery: [X–Y] business days
Option 2 — [Custom solution matching exact spec] ⚠️ Outside standard assortment We can produce [description of custom request — e.g. the exact size / thickness / finish you need], but this falls outside our standard range. This means:
- Production time is confirmed individually
- Pricing differs from the standard quote We will follow up with a confirmed custom quote within 24 hours.
If you'd like to proceed with the standard option in the meantime, you can order directly via the quote link above.
Best regards, [Agent Name]
Template C — Need is unclear, one clarifying question needed
Hi [Customer Name],
Thank you for getting in touch!
To make sure we recommend the right product and send you an accurate quote, could you let us know: [One specific question — e.g. "Will the sign be used indoors or outdoors?" / "What size are you looking for?" / "Is this for one sign or a larger quantity?"]
We'll come back to you with a quote and full recommendation as soon as we hear from you.
Best regards, [Agent Name]
Template D — Follow-up if no response after 5 business days
Hi [Customer Name],
Just following up on the quote we sent on [date] for [product/material].
The quote is available here: [Quote link] and is valid until [expiry date].
If you have any questions about the product, delivery time, or pricing — we're happy to help.
Best regards, [Agent Name]
Next Steps for Agent
- Read the customer's message carefully — identify the use case, environment, and any size/spec requirements
- Check whether the request is within standard assortment or outside standard (consult Material Size Guide — Maximum if needed)
- Select two material options — use the Product Recommendation Guide articles for specifications
- Generate quote(s) via the website (orders up to 7,000 SEK ex VAT) or via the Quote Template (orders above 7,000 SEK ex VAT)
- Select the correct reply template (A, B, C or D above)
- Fill in material names, quote links, and delivery time before sending
- Add an internal note using the template below
- Tag the ticket:
quote-sent/custom-request(if applicable) - If no reply within 5 business days → send Template D follow-up
- If custom request → escalate to #Special Channel in Slack and note expected turnaround in the ticket
Internal Notes Template
Issue Type: Quote / Product Recommendation Customer need (in their own words): [summary] Interpreted need: [use case / environment / requirements] Recommendation: - Option 1: [Material] — Standard / Custom - Option 2: [Material] — Standard / Custom Quote sent: Yes / No Quote link(s): [link] Delivery time communicated: Yes / No Custom request flagged: Yes / No Escalated to: [Name/Team] on [date] Status: Awaiting customer response / Follow-up scheduled / Resolved
Escalation
Escalate to #Special Channel in Slack when:
- The custom request requires production verification before pricing
- The customer is asking for a volume order above 7,000 SEK ex VAT
- The customer wants a framework agreement or recurring order setup
- The customer challenges pricing and requests a discount beyond standard
- Multiple custom specs are involved and the correct product is unclear
Suggested Tags
quote quote-sent product-recommendation custom-request non-standard b2b volume-order material-recommendation delivery-time