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.