Module 5: Sales Rep Training (Customer Onboarding)

Audience: Sales Representatives Prerequisite: Module 1 (Getting Started)

---

Learning Objectives

By the end of this module, trainees will be able to:

• Log in with employee credentials
• Complete the full 8-step customer onboarding flow
• Register a new customer in Odoo
• Select a package and subscription plan
• Collect payment and create a subscription order
• Link a vehicle to the customer's subscription via QR scan
• Assign a battery via Bluetooth and calculate initial electricity cost
• Provide the customer with their receipt and temporary password

---

Flow Diagram

The complete 8-step Sales Rep Customer Onboarding workflow:

flowchart TD
    A[Open OvApp] --> B[Select Sales Rep Role]
    B --> C[Login with Employee Credentials]
    C --> D["Session Check: Resume or New?"]
    D --> E["Step 1: Customer"]

    E --> E1[Fill in Name, Phone, Email, Address]
    E1 --> E2[Register Customer in Odoo]
    E2 --> F["Step 2: Package"]

    F --> F1[Browse Product Packages]
    F1 --> F2["Select Package<br>(Product + Battery Swap Privilege)"]
    F2 --> G["Step 3: Subscription"]

    G --> G1[Choose Payment Plan]
    G1 --> G2["Select Frequency & Price<br>(Weekly, Monthly, etc.)"]
    G2 --> H["Step 4: Preview"]

    H --> H1["Review Summary:<br>Customer + Package + Plan + Cost"]
    H1 --> I["Step 5: Payment"]

    I --> I1{Payment Method}
    I1 -->|Payment QR| I2[Scan Payment QR]
    I1 -->|Manual Receipt| I3[Enter Receipt Code]
    I2 --> I4[Subscription Order Created in Backend]
    I3 --> I4

    I4 --> J["Step 6: Vehicle"]
    J --> J1[Scan QR Code on Physical Vehicle]
    J1 --> J2[Vehicle Linked to Subscription]

    J2 --> K["Step 7: Battery"]
    K --> K1[Scan Battery QR → BLE Connect]
    K1 --> K2[Read ATT → Battery ID]
    K2 --> K3[Read DTA → Energy Level]
    K3 --> K4[Calculate Initial Electricity Cost]
    K4 --> K5[Report Service via MQTT]

    K5 --> L["Step 8: Done"]
    L --> L1["Receipt:<br>Name, Phone, Package,<br>Subscription ID, Vehicle,<br>Battery, Amount, Temp Password"]
    L1 --> L2[Share Temp Password with Customer]
    L2 --> L3[Tap New Registration → Step 1]

    style A fill:#4CAF50,color:#fff
    style E fill:#2196F3,color:#fff
    style F fill:#2196F3,color:#fff
    style G fill:#2196F3,color:#fff
    style H fill:#2196F3,color:#fff
    style I fill:#FF9800,color:#fff
    style J fill:#9C27B0,color:#fff
    style K fill:#9C27B0,color:#fff
    style L fill:#4CAF50,color:#fff

---

Visual Reference

Step 1 -- Customer Registration

Enter the new customer's personal details: name, phone, email, address.

Step 2 -- Package Selection

Browse and select a product package for the customer.

Step 3 -- Subscription Plan

Choose the payment plan that suits the customer's budget.

Step 4 -- Preview

Review all selections before proceeding to payment.

Step 5 -- Payment

Collect payment via QR scan or manual receipt entry.

---

Lesson 5.1 -- Login & Overview (5 min)

Key Points

• Sales reps log in with employee credentials
• The flow has 8 steps: Customer > Package > Subscription > Preview > Payment > Vehicle > Battery > Done
• A progress timeline at the top shows the current step
• Session persistence -- if the app is interrupted, you can resume where you left off

Hands-On Exercise

1. Open OvApp and select the Sales Representative role
2. Log in with your employee credentials
3. Observe the 8-step progress bar

---

Lesson 5.2 -- Step 1: Customer Registration (10 min)

Key Points

• Fill in the customer's details: name, phone number, email, address
• The app registers the customer in Odoo (the backend system)
• First Name, Last Name, and Phone Number are required

Hands-On Exercise

1. Enter a test customer's details
2. Verify all required fields are filled
3. Tap Continue and confirm the customer was registered

Validation Tips

• At least one contact method (phone or email) must be provided
• Phone numbers should include the correct country code

---

Lesson 5.3 -- Steps 2 & 3: Package and Subscription (10 min)

Key Points

Step 2 -- Package:

• Browse product packages displayed as cards
• Each package bundles a main product (e.g. electric motorcycle) with a battery swap privilege
• Select one package (checkmark appears)

Step 3 -- Subscription:

• Choose a payment plan (weekly, monthly, etc.)
• Plans are filtered to match the selected package
• Only one plan can be selected

Hands-On Exercise

1. Browse the available packages and select one
2. Move to the Subscription step and choose a payment plan
3. Note the price and frequency

---

Lesson 5.4 -- Steps 4 & 5: Preview and Payment (10 min)

Key Points

Step 4 -- Preview:

• Review: customer details, package, subscription plan, total cost
• Verify everything is correct before payment

Step 5 -- Payment:

• Collect payment: scan QR or enter receipt manually
• On success, the app creates the subscription order in the backend

Hands-On Exercise

1. Review the preview summary -- is everything correct?
2. Proceed to payment
3. Practice scanning a payment QR code
4. Try the manual receipt entry method

Common Issues

Issue	Solution
QR code invalid/expired	Show error, allow retry
Manual receipt rejected	Check format, re-enter
Payment not confirming	Verify internet connectivity

---

Lesson 5.5 -- Steps 6 & 7: Vehicle and Battery (15 min)

Key Points

Step 6 -- Vehicle:

• Scan the QR code on the physical vehicle/product
• The app links the vehicle to the customer's subscription

Step 7 -- Battery:

• Scan the battery QR code and connect via Bluetooth
• The app reads battery ID (ATT service) and energy level (DTA service)
• Calculates the initial electricity cost
• Reports service completion to the backend

Hands-On Exercise

1. Scan the QR code on the demo vehicle
2. Confirm the vehicle is linked
3. Scan a battery's QR code
4. Wait for BLE connection and energy reading
5. Observe the calculated initial cost

---

Lesson 5.6 -- Step 8: Done (10 min)

Key Points

• The receipt shows: customer name, phone, package, subscription ID, vehicle ID, battery, amount paid, and temporary password
• The temporary password allows the customer to log into their Rider App
• Advise the customer to change their password on first login

Hands-On Exercise

1. Review the final receipt
2. Identify the temporary password
3. Practice explaining to the customer how to use their password
4. Tap New Registration to start another onboarding

---

Use Cases

Use Case 1: Full New Customer Onboarding

Scenario: A sales rep meets a new customer in the field who wants to purchase an electric motorcycle with a battery swap subscription.

Steps:

1. Sales rep logs in and starts a new registration
2. Customer: Fills in the customer's name, phone (+254...), and email → registered in Odoo
3. Package: Selects the "E-Moto Standard" package (motorcycle + swap privilege)
4. Subscription: Chooses the "Monthly" plan at KES 3,500/month
5. Preview: Reviews all details with the customer → both confirm
6. Payment: Customer pays → sales rep scans the QR → subscription order created
7. Vehicle: Scans the QR code on the motorcycle chassis → linked to subscription
8. Battery: Scans the battery → BLE reads 1.8 kWh → initial cost calculated
9. Done: Receipt generated → shares temporary password with customer

Expected Outcome: Customer is fully onboarded, can log into the Rider App, and the vehicle/battery are linked to their subscription.

Use Case 2: App Interrupted Mid-Flow (Session Persistence)

Scenario: The sales rep is at Step 5 (Payment) when they receive a phone call. The app goes to background.

Steps:

1. Sales rep is about to collect payment at Step 5
2. Incoming call interrupts the app
3. After the call, sales rep reopens OvApp
4. App detects the saved session and offers to resume
5. Sales rep resumes at Step 5 (Payment) with all previous data intact
6. Completes payment and continues through Steps 6-8

Expected Outcome: No data is lost. The onboarding resumes exactly where it was interrupted.

Use Case 3: Customer Wants to Compare Packages

Scenario: The customer is unsure which package to choose and wants to see all options.

Steps:

1. Sales rep completes Step 1 (Customer registration)
2. At Step 2 (Package), browses through all available packages
3. Shows the customer each package card with its description and price
4. Customer selects their preferred option
5. Moves to Step 3 to view compatible subscription plans
6. Customer compares weekly vs monthly pricing
7. Selects the monthly plan and proceeds

Expected Outcome: Customer makes an informed choice after reviewing all available options.

Use Case 4: Payment Fails -- Manual Receipt Entry

Scenario: The payment QR code scan fails, so the sales rep needs to enter the receipt manually.

Steps:

1. Sales rep reaches Step 5 (Payment)
2. Attempts to scan the payment QR → scan fails (lighting issue)
3. Customer completes the payment on their phone
4. Customer shows the payment confirmation SMS with the transaction code
5. Sales rep taps Manual Entry and types the receipt code
6. Payment confirms and subscription order is created

Expected Outcome: Payment is recorded via manual entry, and the flow continues normally.

---

Knowledge Check

1. What are the 8 steps of the customer onboarding flow?
2. What backend system does Step 1 register the customer in?
3. What does a package bundle together?
4. What happens if the app is interrupted mid-flow?
5. At which step is the subscription order created in the backend?
6. What does Step 7 (Battery) calculate?
7. What should you tell the customer about their temporary password?

---

Assessment Rubric -- Module 5

Criteria	Expert (4)	Competent (3)	Developing (2)	Novice (1)
Customer Registration	Fills all fields correctly, explains Odoo registration, handles validation errors	Registers a customer successfully	Registers but misses optional fields or needs a retry	Cannot complete the registration form
Package & Subscription	Browses all packages, explains bundling, selects correct plan, explains pricing	Selects a package and plan correctly	Selects package but struggles with plan selection	Cannot navigate the package or plan screens
Preview & Payment	Reviews all details, catches errors, handles both payment methods, explains order creation	Reviews and collects payment successfully	Completes review but makes a payment entry error	Cannot navigate preview or collect payment
Vehicle & Battery	Scans both QR codes, reads BLE data, explains cost calculation and MQTT reporting	Scans vehicle and battery, completes linking	Scans vehicle but struggles with battery BLE step	Cannot complete vehicle or battery scanning
Done & Handoff	Reviews receipt, explains temp password, advises password change, starts new registration	Shares receipt and password with customer	Shares receipt but forgets the password or advice	Cannot locate the receipt or temp password
Session Persistence	Demonstrates resume after interruption, explains how persistence works	Knows about session persistence	Aware of the feature but hasn't tested it	Does not know about session persistence
Knowledge Check	Answers all 7 questions correctly	Answers 5-6 correctly	Answers 3-4 correctly	Answers fewer than 3 correctly

Pass: Average score of 3.0 or above across all criteria.