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SOP-100: Client Inquiry Response & Qualification

Document Control​

FieldValue
SOP IDSOP-100
Version1.0
Effective Date2026-02-02
Owner PositionSales Manager
Review Date2027-02-02
StatusActive
SupersedesNone

Purpose​

This SOP establishes the standardized process for responding to and qualifying new client inquiries. Proper inquiry handling ensures:

  • Every prospect receives timely, professional response (within 4 business hours)
  • Qualified leads are routed to appropriate sales resources
  • Unqualified leads are politely declined with alternatives when possible
  • Complete information captured for accurate quoting and project scoping
  • Positive brand impression regardless of project fit

First contact is critical to client relationships. A 4-hour response time increases conversion rates by 60% compared to 24-hour response times. This SOP ensures no inquiry falls through the cracks and each prospect experiences Kyndof's commitment to excellence from the first interaction.

Scope​

In Scope:

  • All new client inquiries via email, web form, phone, social media, or referral
  • Initial qualification and needs assessment
  • Project fit determination and routing
  • Quote preparation for qualified standard projects
  • Referral to specialized partners for out-of-scope work

Out of Scope:

  • Existing client project requests (handled via account management workflow)
  • Stock item purchases (directed to e-commerce platform)
  • Press and media inquiries (routed to Marketing Manager)
  • Partnership and collaboration proposals (routed to Business Development)

RABSIC Responsibility Matrix​

RolePosition/DepartmentResponsibility Description
R (Responsible)Sales RepresentativeExecutes inquiry response, qualification, and initial quote preparation
A (Accountable)Sales ManagerFinal approval of quotes >$5,000, project acceptance decisions, resource allocation
B (Backup)Senior Sales RepCovers inquiry response when primary Sales Rep unavailable
S (Support)Marketing CoordinatorProvides brand materials, portfolio examples, technical specifications for responses
I (Informed)Creative Director, Production ManagerNotified when qualified project enters design pipeline
C (Consulted)Creative Director (complex projects)Consulted on technical feasibility, timeline realism, creative approach for unique requests

Prerequisites​

Required Tools/Systems:

  • CRM system (Notion): Write access to Leads database
  • Email: Access to sales@kyndof.com or individual sales email
  • Phone system: Extension and voicemail access
  • Portfolio library: Access to case studies, testimonials, image library
  • Pricing calculator: Access to project estimator spreadsheet

Required Training:

  • Sales Inquiry Qualification Framework (2-hour workshop)
  • CRM data entry and workflow (1 hour)
  • Product and service knowledge certification (4 hours)
  • Pricing and quoting fundamentals (3 hours)

Required Documents/Data:

  • Service offering catalog with pricing ranges
  • Portfolio of past projects (organized by category)
  • Standard email response templates
  • Qualification questionnaire template
  • Referral partner contact list (for out-of-scope inquiries)

Access/Permissions:

  • CRM database: Leads, Contacts, Projects (edit access)
  • Google Drive: Sales folder (read access), Portfolio folder (read access)
  • Pricing calculator spreadsheet (edit access)
  • Company email and phone system

Step-by-Step Procedure​

Step 1: Inquiry Receipt & Initial Logging​

Objective: Capture inquiry in CRM within 30 minutes of receipt.

Actions:

  1. Monitor inquiry channels throughout business day:

    • Email: sales@kyndof.com (check every 30 minutes)
    • Web form submissions (auto-notification to Slack #sales channel)
    • Phone voicemail (check every 2 hours)
    • Social media DMs (Instagram, LinkedIn - check twice daily)

  2. Upon receiving inquiry, immediately log in CRM:

    • Open Notion > Leads database > New entry
    • Required fields:
      • Lead name (individual or company name)
      • Contact method (email/phone/web/social)
      • Inquiry date and time (timestamp)
      • Source (web form/referral/social/direct/other)
      • Initial request summary (1-2 sentences)
      • Status: "New - Unread"
    • Assign to yourself (Sales Rep name)

  3. Set response deadline reminder:

    • Create Notion reminder: 4 hours from inquiry receipt
    • Add to personal task list: "Respond to [Lead Name] by [time]"

  4. Quick triage assessment:

    • IF inquiry is urgent (event \<14 days) → Flag as "High Priority", notify Sales Manager immediately
    • IF inquiry is clearly out of scope (e.g., requesting services we don't offer) → Route to Step 2 with "Likely Decline" tag
    • ELSE → Proceed normally to Step 2

Quality Checkpoint:

  • Inquiry logged in CRM within 30 minutes
  • All required fields populated
  • Response deadline set (4 hours)
  • Urgency level assessed
  • Sales Rep assigned

Estimated Time: 5 minutes

Responsible Role: Sales Representative

Step 2: Initial Response & Information Gathering​

Objective: Respond within 4 business hours with professional acknowledgment and request for additional details.

Actions:

  1. Prepare personalized response email using template (see Appendix A):

    Template Selection:

    • Standard custom costume inquiry → Template A1
    • Production/bulk order inquiry → Template A2
    • Event/deadline-driven inquiry → Template A3
    • Out-of-scope inquiry → Template A4 (decline with referral)

  2. Customize template with specific details:

    • Address prospect by name
    • Reference specific details from their inquiry (shows attentiveness)
    • If inquiry includes images/sketches, acknowledge and compliment vision
    • Include relevant portfolio example (1-2 projects similar to their request)

  3. Request additional information needed for quoting:

    • For Custom Costume Inquiries:

      • Event/usage context and date
      • Quantity needed (single piece or multiple)
      • Size information (measurements or size chart)
      • Budget range (helps set realistic expectations)
      • Style references or inspiration images
      • Specific must-have features or materials

    • For Production Orders:

      • Quantity and size breakdown
      • Deadline for delivery
      • Budget per piece and total budget
      • Tech pack or detailed specifications (if available)
      • Quality expectations and reference samples

  4. Set clear expectations for next steps:

    • "Once I receive these details, I'll prepare a preliminary quote within 2 business days."
    • "For complex projects, I may schedule a 30-minute consultation call to ensure we fully understand your vision."
    • Include calendar scheduling link for consultation (Calendly or similar)

  5. Send email and update CRM:

    • Subject line format: "Re: [Original Subject] - Kyndof Custom Costumes"
    • CC sales@kyndof.com for tracking
    • Update CRM status: "Contacted - Awaiting Response"
    • Log email sent timestamp
    • Set follow-up reminder: 3 business days if no response

Decision Point:

  • IF inquiry is clearly out of scope → Send decline email with referrals (Template A4), update status to "Declined - Out of Scope", END process
  • IF inquiry is rush (\<7 days) → CC Sales Manager on response, flag for immediate Creative Director review
  • ELSE → Proceed to Step 3 when prospect responds

Quality Checkpoint:

  • Response sent within 4 business hours
  • Email personalized (not generic template)
  • Relevant portfolio example included
  • Clear information requests listed
  • Next steps communicated
  • CRM updated with contact status
  • Follow-up reminder set (3 days)

Estimated Time: 20-30 minutes

Responsible Role: Sales Representative

Step 3: Detailed Qualification & Needs Assessment​

Objective: Determine project fit and gather complete information for quoting.

Actions:

  1. Review prospect's response to information request:

    • Check if all requested information provided
    • IF information incomplete → Send follow-up request for missing details
    • IF information complete → Proceed with qualification

  2. Apply BANT qualification framework:

    B - Budget:

    • Is stated budget realistic for scope?
    • Green Flag: Budget ≥ typical project range for request type
    • Yellow Flag: Budget 75-99% of typical range (may require scope reduction)
    • Red Flag: Budget \<75% of typical range (likely not qualified)

    A - Authority:

    • Is contact the decision-maker?
    • Green Flag: Contact is client/producer/decision-maker
    • Yellow Flag: Contact is coordinator/assistant but has access to decision-maker
    • Red Flag: Contact has no decision-making authority or access

    N - Need:

    • Is there genuine need for custom work?
    • Green Flag: Unique design, specific event, character costume, production requirement
    • Yellow Flag: Could potentially use stock items but prefers custom
    • Red Flag: Stock items would serve need; client unaware of options

    T - Timeline:

    • Is timeline realistic for custom production?
    • Green Flag: >4 weeks to deadline (standard custom timeline)
    • Yellow Flag: 2-4 weeks to deadline (possible with rush fee)
    • Red Flag: \<2 weeks to deadline (unlikely to meet need)

  3. Calculate qualification score:

    • 4 Green Flags: Highly Qualified → Proceed to quoting
    • 3 Green, 1 Yellow: Qualified → Proceed to quoting with noted considerations
    • 2 or fewer Green: Questionable Fit → Consult Sales Manager before proceeding
    • 2+ Red Flags: Not Qualified → Politely decline with alternatives

  4. For qualified leads, determine project complexity:

    • Simple: Single costume, straightforward design, standard materials, ample timeline

      • Sales Rep can quote directly (proceed to Step 4)

    • Moderate: Multiple pieces, some design complexity, specialty materials, standard timeline

      • Sales Rep prepares quote with Creative Director review (proceed to Step 4)

    • Complex: Large production run, highly intricate design, experimental techniques, tight timeline

      • Schedule consultation call with Creative Director (proceed to Step 3B)

  5. Update CRM with qualification results:

    • Qualification score: [Highly Qualified / Qualified / Questionable / Not Qualified]
    • BANT assessment notes
    • Project complexity: [Simple / Moderate / Complex]
    • Next action: [Quote directly / Creative Director review / Consultation call / Decline]

Decision Point:

  • IF Highly Qualified + Simple/Moderate → Proceed to Step 4 (direct quoting)
  • IF Highly Qualified + Complex → Proceed to Step 3B (consultation call)
  • IF Qualified with Yellow Flags → Consult Sales Manager, then proceed per manager direction
  • IF Not Qualified → Send decline email with alternatives, END process

Quality Checkpoint:

  • All information requests fulfilled
  • BANT framework applied (Budget, Authority, Need, Timeline assessed)
  • Qualification score calculated
  • Project complexity determined
  • CRM updated with qualification results
  • Next action identified

Estimated Time: 20-30 minutes

Responsible Role: Sales Representative

Step 3B: Consultation Call (Complex Projects Only)​

Objective: Conduct detailed discovery call to gather complete requirements for complex projects.

Actions:

  1. Schedule 30-45 minute video consultation:

    • Attendees: Prospect, Sales Rep, Creative Director
    • Agenda in calendar invite: 
      Project Consultation Agenda
      1. Introduction and vision overview (5 min)
      2. Detailed technical requirements (15 min)
      3. Reference materials review (10 min)
      4. Timeline and budget discussion (10 min)
      5. Next steps and quoting timeline (5 min)
    • Send calendar invite with Zoom/Google Meet link
    • Attach Portfolio PDF showcasing similar past projects

  2. Prepare for call:

    • Review all inquiry materials and CRM notes
    • Prepare questions based on information gaps
    • Review similar past projects for reference
    • Have pricing calculator spreadsheet open for live estimates

  3. Conduct consultation call:

    • Introduction (5 min):

      • Introduce Sales Rep and Creative Director
      • Confirm call recording permission
      • Invite prospect to share vision

    • Technical Discovery (15 min):

      • Ask open-ended questions: "Tell me about the character/event this is for."
      • Screen-share reference images provided by prospect
      • Creative Director assesses technical feasibility in real-time
      • Note any concerns or challenges

    • References Review (10 min):

      • Discuss specific elements prospect wants to incorporate
      • Identify what's achievable vs. requires modification
      • Show portfolio examples of similar techniques

    • Constraints Discussion (10 min):

      • Confirm hard deadline
      • Confirm total budget and payment terms preferences
      • Identify any non-negotiable requirements
      • Discuss approval process (who approves designs, samples, finals)

    • Next Steps (5 min):

      • Outline quoting timeline: "I'll prepare a detailed proposal within 3 business days."
      • Set expectations for quote format (pricing breakdown, timeline, deliverables)
      • Confirm best contact method for quote delivery

  4. Document call outcomes:

    • Save call recording to project folder
    • Summarize key points in CRM notes
    • Update project requirements based on discussion
    • Flag any concerns for Sales Manager review

Quality Checkpoint:

  • Consultation call scheduled within 2 business days
  • Call attended by Sales Rep and Creative Director
  • All technical questions answered
  • Feasibility confirmed or concerns identified
  • Call recording saved
  • CRM notes updated with comprehensive requirements

Estimated Time: 60 minutes (including prep and documentation)

Responsible Role: Sales Representative (primary), Creative Director (support)

Step 4: Quote Preparation & Pricing​

Objective: Create accurate, comprehensive quote based on project scope.

Actions:

  1. Open Pricing Calculator Spreadsheet:

    • Navigate to: Google Drive > Sales > Pricing Calculator
    • Create new tab: [YYYY-MM-DD]_[ProspectName]_Quote

  2. Input project parameters:

    • Labor:

      • Design hours estimate (from Creative Director if complex)
      • Pattern making hours
      • Cutting hours
      • Sewing/construction hours
      • Finishing hours (hem, buttons, trim, etc.)
      • Fitting sessions (if applicable)

    • Materials:

      • Fabric yardage and cost per yard
      • Lining and interfacing
      • Notions (zippers, buttons, snaps, hooks)
      • Embellishments (trim, embroidery, appliqué)
      • Specialty items (wig, armor pieces, props)

    • Overhead:

      • Studio overhead allocation (15% of labor + materials)
      • Equipment use fees (if specialty machines)

    • Margin:

      • Standard margin: 30% for custom work
      • Rush margin: +50% if deadline \<3 weeks

  3. Review pricing logic:

    • Total = (Labor + Materials + Overhead) × (1 + Margin) + Rush Fee
    • Verify all calculations auto-populate correctly
    • Compare to typical project range for sanity check

  4. Prepare formal quote document (use template - see Appendix B):

    • Section 1: Project Overview

      • Project name and description
      • Client name and contact
      • Quote date and validity period (30 days)

    • Section 2: Scope of Work

      • Detailed description of deliverables
      • Specifications (size, materials, construction details)
      • Quantity
      • Visual references (sketches or mood board)

    • Section 3: Pricing Breakdown

      • Design and planning: $[X]
      • Materials: $[X] (itemized)
      • Labor: $[X] (itemized by phase)
      • Total Project Cost: $[X,XXX]

    • Section 4: Timeline & Milestones

      • Kickoff / Deposit due: [date]
      • Design approval: [date]
      • Sample/fitting (if applicable): [date]
      • Final delivery: [date]

    • Section 5: Terms & Conditions

      • Payment schedule: 50% deposit, 25% at sample approval, 25% at delivery
      • Revision policy: 2 rounds of design revisions included
      • Cancellation policy: Deposit non-refundable
      • Delivery method and shipping costs
      • Warranty/alterations: 1 complimentary fitting adjustment within 30 days

  5. Internal review before sending:

    • IF quote >$5,000 OR complex project → Submit to Sales Manager for approval
    • Sales Manager reviews pricing, scope, timeline
    • IF approved → Proceed to Step 5
    • IF revisions needed → Update quote, re-submit

Decision Point:

  • IF quote ≤$5,000 AND standard project → Sales Rep can send directly (proceed to Step 5)
  • IF quote >$5,000 OR custom payment terms → Sales Manager approval required before sending
  • IF quote involves new techniques/materials → Creative Director must review feasibility before sending

Quality Checkpoint:

  • All cost categories calculated (labor, materials, overhead, margin)
  • Pricing logic verified and total calculated correctly
  • Formal quote document complete (all sections)
  • Timeline realistic per Creative Director input (if complex)
  • Terms and conditions included
  • Internal approval obtained (if >$5,000 or complex)

Estimated Time: 60-90 minutes

Responsible Role: Sales Representative

Step 5: Quote Delivery & Follow-Up​

Objective: Present quote professionally and begin negotiation or project initiation.

Actions:

  1. Prepare quote delivery email:

    Subject: Project Proposal: [Project Name]

    Dear [Prospect Name],

    Thank you for sharing your vision for [project description]. We're excited about
    the opportunity to bring this to life!

    Based on our conversation, I've prepared a comprehensive proposal outlining the
    scope, pricing, and timeline for your project. Please find the attached quote
    document with complete details.

    Key Highlights:
    - Total Investment: $[X,XXX]
    - Timeline: [X] weeks from deposit to delivery
    - Deliverables: [brief list]

    This quote is valid for 30 days. I'm happy to discuss any questions or adjust
    the scope to fit your needs.

    Next Steps:
    - Review the proposal and let me know if you have questions
    - If you'd like to proceed, I'll send a contract and invoice for the 50% deposit
    - Upon deposit receipt, we'll schedule your design kickoff within 2 business days

    I'm available for a call if you'd like to discuss the proposal in detail.

    Best regards,
    [Sales Rep Name]
    [Contact Information]

    Attachments:
    - [ProjectName]_Quote_[Date].pdf

  2. Send quote email and update CRM:

    • Attach PDF quote document
    • CC sales@kyndof.com for tracking
    • Update CRM status: "Quoted - Awaiting Decision"
    • Log quote amount, quote date, quote validity expiration date

  3. Set follow-up sequence:

    • Day 3: Check-in email: "Did you have a chance to review the proposal?"
    • Day 7: Phone call follow-up
    • Day 14: Final follow-up: "Proposal expires [date]. Let me know if you'd like to extend or revise."
    • Day 30: If no response, update status to "Quoted - No Response", send inactive email

  4. Handle prospect responses:

    • IF accepted immediately → Proceed to Step 6 (contract & deposit)
    • IF negotiation requested → Assess feasibility, consult Sales Manager if pricing changes >10%
    • IF questions/concerns → Address promptly, revise quote if needed
    • IF declined → Request feedback, update CRM status to "Quoted - Declined", note reason

Quality Checkpoint:

  • Quote delivered within promised timeline (2-3 business days)
  • Email professional and personalized
  • PDF quote attached
  • CRM updated with quote details
  • Follow-up sequence scheduled
  • Response handling plan ready

Estimated Time: 20 minutes

Responsible Role: Sales Representative

Step 6: Contract & Deposit (Upon Acceptance)​

Objective: Formalize agreement and collect deposit to initiate project.

Actions:

  1. Prepare project contract:

    • Use standard contract template (legal-approved)
    • Populate with project details from quote (scope, price, timeline)
    • Include payment schedule and terms
    • Include revision and cancellation policies

  2. Generate deposit invoice:

    • 50% of total project cost
    • Payment due within 5 business days
    • Payment methods: Bank transfer, credit card (via Stripe link), check

  3. Send contract and invoice:

    Subject: Contract & Deposit Invoice: [Project Name]

    Dear [Client Name],

    Wonderful! I'm thrilled to move forward with your project.

    Please find attached:
    1. Project Contract - Please review, sign, and return PDF
    2. Deposit Invoice - 50% deposit ($[X,XXX]) to initiate work

    Once I receive both the signed contract and deposit payment, I'll:
    - Schedule your design kickoff meeting (within 2 business days)
    - Introduce you to your assigned designer
    - Begin work immediately per the timeline outlined in your quote

    Deposit payment methods:
    - Bank transfer: [Account details]
    - Credit card: [Stripe payment link]
    - Check: [Mailing address]

    Questions? I'm here to help!

    Best regards,
    [Sales Rep Name]

    Attachments:
    - Project_Contract_[ClientName].pdf
    - Deposit_Invoice_[InvoiceNumber].pdf

  4. Update CRM and notify internal teams:

    • CRM status: "Contract Sent - Awaiting Signature & Deposit"
    • Set reminder: Follow up in 5 days if contract/deposit not received
    • Upon contract AND deposit received:
      • Update status: "Active Project - In Progress"
      • Notify Creative Director: "New project starting [date]"
      • Route to Design Brief Intake (SOP-001)

Quality Checkpoint:

  • Contract populated with accurate project details
  • Deposit invoice generated correctly (50% of total)
  • Contract and invoice sent together
  • Payment instructions clear
  • CRM updated with contract status
  • Internal teams notified upon full commitment

Estimated Time: 30 minutes

Responsible Role: Sales Representative

Quality Standards & Checkpoints​

Mandatory Quality Gates:

CheckpointCriteriaResponsiblePass/Fail
Response TimeInitial response within 4 business hoursSales RepFAIL if >4 hours without extenuating circumstances
Qualification CompletenessAll BANT factors assessed and documentedSales RepFAIL if any factor missing from CRM notes
Quote AccuracyAll costs calculated, pricing logic verifiedSales Rep + Sales Manager (if >$5k)FAIL if calculations incorrect or scope mismatched
Quote ProfessionalismFormal document with all required sectionsSales RepFAIL if template incomplete or unprofessional presentation
Follow-Up ExecutionAll scheduled follow-ups completed on timeSales RepFAIL if follow-up >1 day late

Final Verification Checklist (Before Quote Send):

  • Prospect fully qualified (BANT assessment complete)
  • All project requirements documented
  • Pricing calculated accurately in spreadsheet
  • Formal quote document complete (all sections)
  • Timeline verified as realistic by Creative Director (if complex)
  • Internal approval obtained (if >$5,000 or non-standard terms)
  • CRM fully updated with all interaction history
  • Follow-up sequence scheduled

Exceptions & Edge Cases​

Exception 1: VIP / Celebrity Client Inquiries​

When This Occurs: Inquiry from high-profile individual, production company for major film/TV, or Fortune 500 company.

Modified Procedure:

  1. Immediately notify Sales Manager and CEO (within 1 hour)
  2. Sales Manager assigns inquiry (may escalate to themselves vs. Sales Rep)
  3. Response time reduced to 2 hours (vs. standard 4 hours)
  4. Consultation call always scheduled (even for simple projects)
  5. Creative Director involved from first contact
  6. Custom contract terms may apply (NDA, rush fees, exclusivity)
  7. Payment terms flexible (may accept Net 30 vs. 50% deposit)
  8. CEO approval required before contract send

Additional Approvals Required: Sales Manager (immediate assignment), CEO (contract terms, pricing), Legal (if NDA or custom contract needed)

Exception 2: Referral from Existing Client​

When This Occurs: Inquiry comes via referral from past or current client.

Modified Procedure:

  1. Prioritize response (2-hour target vs. 4-hour standard)
  2. Reference referring client in response: "Thank you for the referral from [Client Name]!"
  3. Offer referral discount: 10% off first project
  4. Notify referring client: "Thank you for the referral! [New Client] reached out and we're excited to work with them."
  5. Update CRM with referral source (important for tracking referral incentives)
  6. Referring client receives referral reward: $100 credit toward next project OR 5% discount

Additional Approvals Required: None (referral discount pre-approved)

Exception 3: Non-Profit / Educational Institution Inquiries​

When This Occurs: Inquiry from registered non-profit, school, university, or community theater.

Modified Procedure:

  1. Request proof of non-profit status (501(c)(3) letter or school letterhead)
  2. Apply non-profit pricing tier:
    • Educational institutions: 15% discount
    • Non-profits: 20% discount
    • Community theaters: 25% discount
  3. Payment terms flexible: May accept Net 30 or payment upon delivery (vs. 50% deposit)
  4. Offer pro-bono consideration for exceptional community impact projects (requires CEO approval)
  5. Request permission to feature project in portfolio and social media (community visibility)

Additional Approvals Required: Sales Manager (discount tier confirmation), CEO (if pro-bono or >25% discount)

Escalation & Problem Resolution​

Common Issues:

ProblemLikely CauseResolutionEscalate To
Prospect budget unrealisticProspect unfamiliar with custom pricing, expects stock pricingEducate on value of custom work, offer scaled-down scope, refer to stock optionsSales Manager (if negotiation complex)
Timeline impossibleProspect waited too long, urgent event, unrealistic expectationsOffer rush production (+50% fee), refer to partner for rush work, decline if truly impossibleSales Manager (rush fee approval), Creative Director (feasibility check)
Scope unclear or constantly changingProspect unsure of needs, lacks decision-making authoritySchedule consultation call, request written requirements, qualify decision-maker accessSales Manager (if prospect difficult to work with)
No response after quote sentProspect experiencing sticker shock, found cheaper option, lost interestFollow up sequence, offer payment plan, request feedback if declinedSales Manager (after 3 follow-up attempts)
Competitor comparison shoppingProspect gathering multiple quotes, price-focusedEmphasize value differentiators (quality, timeline, service), share testimonials, offer to match competitor on value (not just price)Sales Manager (if pricing adjustment needed)

Escalation Path:

  1. First Level: Sales Manager (all pricing negotiations, difficult prospects, complex projects)
  2. Second Level: Creative Director (technical feasibility, design complexity, timeline concerns)
  3. Final Level: CEO (VIP clients, partnership opportunities, pricing exceptions >20%)

Referenced SOPs:

Templates:

  • Inquiry Response Email Templates (A1-A4) - Appendix A
  • Formal Quote Document Template - Appendix B
  • Project Contract Template (Legal-approved)
  • Deposit Invoice Template

External Standards:

  • N/A (internal process)

Knowledge Base:

  • [[entity: Sales Manager]] - Role definition
  • [[process: Order to Delivery]] - Full sales-to-delivery workflow
  • [[entity: Pricing Strategy]] - Pricing methodology and tiers

Definitions & Terminology​

TermDefinition
BANTSales qualification framework: Budget, Authority, Need, Timeline
Qualified LeadProspect who meets minimum criteria (budget, authority, need, timeline) to become a viable customer
Consultation CallDiscovery call with prospect and Creative Director to assess complex project feasibility
Quote Validity PeriodTime period (typically 30 days) during which quoted pricing remains guaranteed
Rush FeeAdditional charge (+50% standard) for projects with compressed timelines (\<3 weeks)
Referral DiscountIncentive (10% standard) offered to clients who come via existing client referral

Metrics & KPIs​

Process Performance Indicators:

MetricTargetMeasurement MethodReview Frequency
Response Time100% within 4 hours (during business hours)Track inquiry timestamp → response timestampDaily
Lead Qualification Rate≥60% (qualified leads / total inquiries)Count qualified / total inquiriesWeekly
Quote Conversion Rate≥40% (accepted quotes / quotes sent)Count accepted / total quotes sentMonthly
Quote Accuracy≥95% (quotes requiring no post-send revisions)Count revisions / total quotesMonthly
Average Quote Value$2,500+Calculate: Total quote value / number of quotesMonthly

Training Requirements​

Initial Training:

  • 4-hour Sales Process & CRM Workflow training
  • 3-hour Pricing & Quoting training with hands-on calculator practice
  • 2-hour Product & Service Knowledge course
  • 2-hour BANT Qualification Framework workshop
  • 2-hour shadowing experienced Sales Rep on live inquiry responses
  • Estimated total training time: 13 hours
  • Training sign-off: Complete 5 inquiry-to-quote cycles under supervision, approved by Sales Manager

Refresher Training:

  • Quarterly product knowledge updates (new services, pricing changes)
  • Annual CRM and sales process review (1 hour)
  • Triggered retraining: If response time SLA missed >3 times in a month OR quote conversion rate \<30% for 2 consecutive months

Competency Assessment:

  • Complete 10 inquiry-to-quote cycles independently with ≥90% response time compliance
  • Achieve ≥35% quote conversion rate over first 90 days
  • Pass written exam on BANT qualification and pricing methodology (≥85%)
  • Sales Manager observation and approval

Revision History​

VersionDateAuthor RoleChangesApproved By
1.02026-02-02Sales ManagerInitial releaseCOO

Approval Signatures​

RolePositionSignatureDate
OwnerSales Manager[Digital signature]2026-02-02
AccountableSales Manager[Digital signature]2026-02-02
Quality ReviewCFO[Digital signature]2026-02-02

Next Scheduled Review: 2027-02-02 Document Location: sops/by-department/brand-ops/sales/sop-100-client-inquiry.md Master Copy: GitHub repository (source of truth)