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.