🧾 Sales Standard Operating Procedure (SOP)¶
🎯 Objective¶
To define a standardized process for lead management, opportunity conversion, order booking, and customer relationship management to ensure consistent sales practices across the organization.
🛠 Scope¶
This SOP applies to:
- Sales Executives
- Inside Sales Coordinators
- Sales Managers
- CRM Team
Covering:
- Lead Generation
- Opportunity Management
- Quotation Handling
- Order Booking
- Post-Sales Customer Management
🏛️ Responsibilities¶
| Role | Responsibility |
|---|---|
| Sales Executive | Field visits, lead capture, opportunity management, closing deals |
| Inside Sales Team | Support with quotations, documentation, customer coordination |
| Sales Manager | Oversee pipeline, set targets, review conversions, manage team |
| CRM Coordinator | Maintain customer records, monitor follow-ups, feedback collection |
🧩 Process Flow¶
1. Lead Management¶
- New inquiries from website, phone, email, references are captured into Odoo CRM as Leads.
- Sales Executive is assigned based on product/territory.
- Lead is qualified into an Opportunity if customer shows interest.
2. Opportunity Management¶
-
Opportunities are created and moved through sales stages:
- New
- Qualified
- Quotation Sent
- Negotiation
- Won / Lost
-
Sales Executive updates:
- Expected Revenue
- Probability of Winning
- Follow-up Activities (Calls, Meetings, Emails)
3. Quotation Creation¶
- Prepare quotation using Odoo CRM/Sales module.
- Price based on approved price lists or special discount approvals.
- Send formal quotation through email.
- Track quotation status in CRM.
4. Order Booking¶
- Upon customer confirmation:
- Convert quotation into Sales Order in Odoo.
- Collect PO (Purchase Order) from customer if applicable.
- Hand over to dispatch/logistics team.
5. Post-Sales Customer Management¶
- Regular follow-ups for feedback after delivery.
- Upselling or cross-selling related products.
- Maintain relationship for future requirements.
🛑 Important Policies¶
- Response Time: All leads must be contacted within 24 hours.
- Quotation Validity: Standard 30 days unless otherwise mentioned.
- Discount Approval: Any special discount beyond allowed limits must be approved by Sales Manager or Director.
- Documentation: All communications (email/WhatsApp/call notes) must be updated in Odoo CRM.
- Lost Opportunity Analysis: Mandatory recording of reason for lost deals (price, delivery, product feature, competitor).
📦 Document Templates to Use¶
| Document | Template Location |
|---|---|
| Quotation Template | /templates/quotation-template.docx |
| Customer Visit Report | /templates/customer-visit-template.docx |
| Lost Opportunity Form | /templates/lost-opportunity-form.docx |
📈 Reporting¶
| Report | Frequency | Owner |
|---|---|---|
| Sales Pipeline Review | Weekly | Sales Manager |
| Conversion Rate Report | Monthly | Sales Manager |
| Lost Opportunities Report | Monthly | CRM Coordinator |
📋 Revision History¶
| Version | Date | Changes |
|---|---|---|
| 1.0 | 28-Apr-2025 | Initial SOP Created |