Field OperationsField Operations GlossaryPart 5 of 7
Selling Glossary
59 terms from the Field Operations book's Selling part, each defined in a line and linked to the chapter that explains it.
- Area grid: a grid of cells for aggregating map data, such as door scores rolled up to neighborhoods: H3 hexagons, S2 cells, geohashes or census block groups (Door-to-Door Sales).
- Attach rate: the share of active recurring agreements whose current terms include at least one add-on, measured at period end (Operating Metrics).
- Attribution model: the rule that splits credit for a booked job or agreement across a lead's touches (first touch, last touch, a split), stored with its version on every result (Attribution: From Lead to Job to Agreement).
- Campaign: one specific spend inside a lead source (a postcard drop, a search campaign, a marketplace profile), with its own tracking numbers and codes (Marketing & Lead Sources).
- Canvass area: the polygon a rep or team works, clipped to its parent territory (Door-to-Door Sales).
- Clause library: versioned contract clauses, each tagged with the jurisdictions, trades and products it applies to, from which signing templates are resolved (Signing the Agreement).
- Clawback: a negative commission entry when a sale cancels or terminates inside the clawback period (Sales Teams & Commissions).
- Commission ledger: immutable entries from which statements and payroll are derived (Sales Teams & Commissions).
- Commission plan: a versioned, effective-dated set of rules that turns sales events into pay, so a dispute in October finds the plan in force in June (Sales Teams & Commissions).
- Conversion (one-time to plan): a one-time customer whose recurring agreement reaches
activewithin a stated window after the one-time work, measured by cohort; the one-time price is often credited toward the plan's initial charge (One-Time Services & Upsells). - Cost per lead, cost per booked job: campaign spend divided by its leads, or by its leads that booked a work order; the second is the one that compares sources (Calls and Leads).
- DNI (dynamic number insertion): call tracking that swaps the phone number on a website per visitor, so a call inherits the visit's source, ad click and keyword (Call Tracking and Dynamic Number Insertion).
- Draw, advance: pay advanced against commissions not yet earned and recovered from later ones; paid as its own earning type (Sales Teams & Commissions).
- EDDM (Every Door Direct Mail): the USPS product that delivers to every address on selected carrier routes, priced per piece (Direct Mail, Referrals and Reputation).
- Embedded or remote signing: signing inside your app on a device in hand, or by a link sent to the signer's own device (Signing the Agreement).
- ESIGN, UETA: the federal and state laws that make electronic signatures and records valid (Electronic Signatures & Records).
- Final checks: validations that run after every pricing rule and that no rule can override, such as a price below cost or a discount beyond any band (Pricing & Sales Rules; the general pattern is in Final Checks).
- Floor, band: the lowest price a role may sell at, and the range around list price it may move in without approval (Pricing & Sales Rules).
- Good-better-best: presenting tiered options side by side (Pricing & Sales Rules).
- H3: a hexagonal grid for aggregating map data; one choice of area grid, alongside S2 and geohash (Door-to-Door Sales).
- Hard and soft exclusion: an address the sales app blocks outright (no lead or sale, even offline), versus one it only warns about (Door-to-Door Sales).
- Holdback: a share of earned commission withheld until a later date the plan names, to cover cancellations (Sales Teams & Commissions).
- Holder Rule: the FTC rule requiring a notice in consumer credit contracts a seller arranges, so the buyer's claims against the seller survive against the lender (Pricing & Sales Rules).
- Item catalog: the one table (
items) of everything sold or stocked (services, parts, materials, equipment, chemicals) that pricebooks, van stock, work order parts and application records all reference (Pricing & Sales Rules). - Item component: one part, labor or material line inside a flat-rate task, from which the task's price is built (Pricing & Sales Rules).
- Knock, door status: one visit to one door with its outcome, an append-only log; and the door's current state, derived from its knocks (Door-to-Door Sales).
- Lead credit: a refund of a pay-per-lead charge for an invalid lead, under each source's reasons and deadlines (Marketplaces and Other Pay-Per-Lead Sources).
- Lead source: the channel a lead came from (Local Services Ads, a marketplace, direct mail, a referral), recorded on day one (Where Leads Come From).
- Lead: the first contact the business treats as a prospect, with its source, campaign and the source's lead ID, linked to the work order, estimate and agreement it produced (Marketing & Lead Sources).
- Leaderboard: a ranking of reps on sales metrics, which has to count a "sale" the same way commissions do (Sales Teams & Commissions).
- LSA (Google Local Services Ads): Google's pay-per-valid-lead ads for home services, being migrated into Performance Max from August 2026 (Google Local Services Ads).
- Margin matrix: a pricebook table that sets the markup or margin by cost tier, so cheap parts are marked up more than expensive ones (Pricing & Sales Rules).
- Margin versus markup: markup is added to cost (a 50% markup on $100 is $150); margin is profit as a share of price (a 50% margin on $100 cost is $200) (Pricing & Sales Rules).
- Master services agreement (MSA): a commercial contract that sets terms once, with each site or job ordered under it as a work order or statement of work (Signing the Agreement).
- Net price: the price after every stage of the waterfall, which is what tax is computed on (Pricing & Sales Rules).
- One-to-one consent: the FCC's 2023 rule limiting written consent to a single seller, vacated by the Eleventh Circuit in January 2025 and repealed in July 2025 (Purchased Leads and Consent).
- Opportunity: possible work found on a visit, by the office, a campaign or a rule, with evidence, a finder and a seller; open, quoted, won, lost or expired (One-Time Services & Upsells).
- Outside sales exemption: the federal overtime exemption for employees whose primary duty is sales made away from the employer's place of business, which covers door-to-door selling; states apply their own tests (Sales Teams & Commissions).
- Override (commission): a commission paid to a team lead or manager on sales by the reps below them, to whoever managed the rep on the day of the sale (Sales Teams & Commissions).
- Pay-per-lead: a source that charges for each lead rather than for exposure, so each lead carries a charge, a credit status and a dispute deadline (Where Leads Come From).
- Price kind: which price a pricebook row holds for an item: initial, recurring or member (Pricing & Sales Rules).
- Price trace: the per-line record of which rules and versions touched a price, so "why is this price $129?" is a lookup (Pricing & Sales Rules).
- Price waterfall: the ordered stages from pricebook price to net price: member or contract price, promotions, the rep's discount, then final checks (Pricing & Sales Rules).
- Pricebook: the catalog of services, materials and prices a business sells from, flat-rate or cost-plus (Pricing & Sales Rules).
- Pricing zone, market: a named group of territories that share a price list, resolved from the property's service territory on the pricing date (Pricing & Sales Rules).
- Promotion: a discount with a campaign around it (eligibility, dates, a code, a redemption cap, a duration); a promotion code is the customer-facing string that redeems it (Pricing & Sales Rules).
- Propensity score: a model's estimate of how likely an address is to buy, built from property, household and knock history (Door-to-Door Sales).
- Regulation Z: the CFPB rule implementing the Truth in Lending Act, which governs how financing is advertised and disclosed (Pricing & Sales Rules).
- Revenue per visit: net invoiced revenue attributed to completed visits over completed visits, excluding callbacks, with periodic billing spread at the per-visit value (Operating Metrics).
- Signing packet: the agreement, addenda, disclosures and payment authorization signed as one unit (Signing the Agreement).
- Sold threshold: the minimum subtotal at which a job or estimate counts as sold, a tenant setting that changes every conversion metric (Operating Metrics).
- Spiff: a bonus paid on a specific item sold, such as a water heater a technician recommended, as a percentage or flat amount (Sales Teams & Commissions).
- Split (commission): one sale's commission divided among several sellers or technicians, recorded on the invoice or agreement (Sales Teams & Commissions).
- Statutory nonemployee: the IRS category that treats direct sellers as self-employed for federal tax when substantially all their pay is tied to sales and a written contract says so (Sales Teams & Commissions).
- Technician-generated lead: a sales opportunity a service technician raises on site (an old furnace, a failing pump) that a sales technician or the office follows up (One-Time Services & Upsells).
- Touch: one recorded contact between a prospect and a campaign (a call, a click, a form, a mail code), kept raw for attribution (Attribution: From Lead to Job to Agreement).
- Tracking number: a phone number assigned to one campaign that forwards to the business, so a call is attributed before anyone answers (Call Tracking and Dynamic Number Insertion).
- Trigger term: a financing detail (such as a monthly payment amount) that, once advertised, requires the full Regulation Z disclosures (Pricing & Sales Rules).
- Verification call: a call from the office, not the seller, that confirms a door-to-door sale's terms with the customer before the agreement proceeds (Signing the Agreement).