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.