# 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
### **Objective**
Convert redesign inquiries into **clear-scope paid orders** without mockups, confusion, or underpricing.
---
#### **Step 1: First Reply (Control the Frame)**
**Purpose:** Establish authority.
- Thank the client
- Say you’ll review their website + competitors first
- Do **not** discuss price or mockups
**Rule:**
No pricing. No mockups. No promises.
---
#### **Step 2: Website & Competitor Review**
Ask the client for:
- Current website link
- Competitors they like or want to compete with
Internally identify:
- Minimal vs content-heavy
- Events vs services
- Booking vs inquiry focus
---
#### **Step 3: Pages Discovery (Mandatory)**
Ask:
- “Please list the pages you want on the new website.”
Rules:
- Client lists pages
- Sales refines structure
- Do not blindly agree
---
#### **Step 4: Design Direction Lock**
Ask:
- “Which competitor do you like most in terms of design?”
Rules:
- Lock **one** primary inspiration
- Others are reference only
---
#### **Step 5: Homepage Embedding Clarification**
If client wants everything on homepage:
- Visually embed content
- Keep proper structure in background
Rule:
- Embedded content ≠ removed pages
---
#### **Step 6: Budget Alignment**
Ask **after scope only**:
- “Do you have a budget range in mind?”
Rules:
- Stay factual
- No emotional justification
- Adjust scope, not quality
---
#### **Step 7: Mockup Objection**
If client asks for mockups:
- Explain design is done directly in WordPress
- No mockups before order
Rule:
- Never provide free mockups
---
#### **Step 8: Scope Confirmation**
Before sending offer, confirm:
- Design direction
- Pages list
- Focus (events / services)
---
#### **Step 9: Custom Offer Sent**
Offer must include:
- Pages
- Design direction
- Delivery time
- Fixed price
Close with:
- “Once the order is placed, we’ll get started.”
---
#### **Hard Rule**
**If it’s not written in chat, it doesn’t exist.**
# New Website From Scratch
# Direct Orders
# Requirement Submitted
# Full Incomplete Requirements
# Partial Incomplete Requirements
# Industry Wise Questions
# Bussiness Website ( Cleaning, Consulting, Roofing etc )
# E commerece Website
# Courses website
# Real Estate
# Membership website
# Hosting & Domain Setup SOP
##### **Purpose:** Standardize how the team identifies hosting scenarios and moves clients to the correct next step (access or 15-minute setup call) without losing time or affiliate opportunities.