Sales & Service Co-Ordinator
This book serves as the complete SOP and reference guide for the Sales and Service Coordinator role at Upastra Digital Media. It defines the purpose, workflows, and responsibilities of the team members who ensure that every client project transitions smoothly from the initial inquiry and sales stage to successful delivery and post-project communication.
- General Things
- How to qualify a lead? ( Qualified )
- How to put a client in Hot Lead label?
- How to decide a project budget?
- How to send a detailed Offer? ( Offer Sent )
- Follow ups after offer sent
- How to put order under review
- How to Add Orders in Discord ( Revised )
- How to Properly Update Past Client Changes - Documentation Issue
- Project type
- Past Client Changes Project
- New Client Changes Project
- Fiverr Chat SOP – Website Redesign Projects
- New Website From Scratch
- Direct Orders
- Industry Wise Questions
- Bussiness Website ( Cleaning, Consulting, Roofing etc )
- E commerece Website
- Courses website
- Real Estate
- Membership website
- Hosting & Domain Setup SOP
General Things
How to qualify a lead? ( Qualified )
How to put a client in Hot Lead label?
How to decide a project budget?
How to send a detailed Offer? ( Offer Sent )
Follow ups after offer sent
How to put order under review
How to Add Orders in Discord ( Revised )
How to Properly Update Past Client Changes - Documentation Issue
Project type
Past Client Changes Project
New Client Changes Project
Fiverr Chat SOP – Website Redesign Projects
Objective
Convert redesign inquiries into clear-scope paid orders without mockups, confusion, or underpricing.
Step 1: First Reply (Control the Frame)
Purpose: Establish authority.
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Thank the client
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Say you’ll review their website + competitors first
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Do not discuss price or mockups
Rule:
No pricing. No mockups. No promises.
Step 2: Website & Competitor Review
Ask the client for:
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Current website link
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Competitors they like or want to compete with
Internally identify:
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Minimal vs content-heavy
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Events vs services
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Booking vs inquiry focus
Step 3: Pages Discovery (Mandatory)
Ask:
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“Please list the pages you want on the new website.”
Rules:
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Client lists pages
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Sales refines structure
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Do not blindly agree
Step 4: Design Direction Lock
Ask:
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“Which competitor do you like most in terms of design?”
Rules:
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Lock one primary inspiration
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Others are reference only
Step 5: Homepage Embedding Clarification
If client wants everything on homepage:
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Visually embed content
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Keep proper structure in background
Rule:
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Embedded content ≠ removed pages
Step 6: Budget Alignment
Ask after scope only:
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“Do you have a budget range in mind?”
Rules:
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Stay factual
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No emotional justification
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Adjust scope, not quality
Step 7: Mockup Objection
If client asks for mockups:
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Explain design is done directly in WordPress
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No mockups before order
Rule:
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Never provide free mockups
Step 8: Scope Confirmation
Before sending offer, confirm:
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Design direction
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Pages list
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Focus (events / services)
Step 9: Custom Offer Sent
Offer must include:
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Pages
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Design direction
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Delivery time
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Fixed price
Close with:
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“Once the order is placed, we’ll get started.”
Hard Rule
If it’s not written in chat, it doesn’t exist.