SOP Proposal Creation (Notion)
Sales Team SOP (Pre-Launch)
Purpose
This SOP aims to boost sales performance, enhance agent motivation, and strengthen
customer engagement. It leverages sales data to refine product positioning while ensuring
premium service before and after purchase. Additionally, it focuses on agent skill development,
customer behaviour analysis, and team upskilling to drive overall company growth. Ultimately,
the goal is to build a highly equipped and efficient Sales Support Team.
Resources
References to use when handling a Sales Thread:
Sales Flow
Guide Questions
Strategies for Closing the Deal
FAQs Compilation
🚀 Product Launches & Updates
📣 CH Virtual Whiteboard: CH Updates
Interaction & Productivity Tracker
Zowie Proactive Chats
Sales Team SOP (Pre-Launch)
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Product Specifications Sheet (to be approved as per Lucy. will be hyperlinked here)
Requested Enhancements for Sales Tools & Features
The following are requested information / addition to the tools and its features to assist the Sales
Team:
Monos Website
1. The birth of Monos Online Personal Shoppers
- To ensure that only sales related queries will be routed to this queue, a specific button for
this purpose should be added.
2. Adding to Timbit’s Prompt
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- To assure the customer that they will be routed right away for the Sales Team to assist
them.
Sample Timbit responses:
1. ”I see you've selected a personal shopper for assistance. Let me connect you with
them.”
2. “I see you've chosen a personal shopper to help you! I'll get you connected with
them right away.”
3. "Looks like you've chosen a personal shopper to assist you. Let me fetch them for
you now!”
3. Adding to the Website’s Pop-Ups Placement (to create traffic)
- To decide the
final placements, blurbs, and total number of pop-ups to retain on the ff suggestions.
Sample in Product Pages
1. In All Luggage Page:
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2. In All Bags Page
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3. In All Accessories Page
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Sample in the Luggage Variant Page
In every luggage variant page
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Sample in FAQ Page
In the Frequently Asked Questions page, Under the About Section
Sample 1. “What does an online Personal Shopper do?”
“An online Personal Shopper at Monos provides expert guidance to help you
choose the perfect travel essentials. They can answer product-related questions,
offer style and size recommendations, and ensure you find the best items to suit
your needs—all from the comfort of your home.”
Sample 2. “Who can help answer my questions before I purchase a Monos
product?”
“Our online Personal Shoppers are here to assist you! You can reach out via live
chat or email, for personalized recommendations and product information.”
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Sample in Checkout Page
In the customer’s cart view
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4. Proposed Pop-Up Messages
1. Need help fast? We're just a message away! Let’s get you sorted in no time!
2. Let’s make packing stress-free! Need recommendations?
3. Not sure which suitcase fits your travel needs? Let’s chat!
4. Monos bestsellers are going fast! Need help picking one?
5. Traveling soon? Let’s find the perfect luggage for your trip!
6. Almost sold out! Got questions before you miss out?
7. Limited stock left—chat with us before it’s gone!
8. Chat with us now and unlock an exclusive surprise just for you!
9. Chat with us now and get a surprise offer!
10. Let’s find the best deal for you—message us now!
11. Where’s your next trip? Let’s find the perfect bag for it!
12. Choosing between Carry-On and Carry-On Pro? We can help!
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13. Hurry! This color is selling fast—have questions?
Emails / Klaviyo
Update automated email for abandoned carts
Change the “reach out” hyperlinked from-to the Sales Team’s
email.
The emails will be routed directly to the Sales Team Queue for assistance.
If we can change the blurb, we’ll incorporate the “Personal Shopper” here.
📜
Sales Team SOP (Pre-Launch)
Example:
“Got questions or need a hand picking the perfect travel companion? Our
Personal Shoppers are happy to help—just reach out!”
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Zowie
1. Establish Sales Queue
a. This queue can include selected CH team members / the Retail Team
b. This queue can be turned on/off based on an agreed upon schedule of the team
c. Current traffic would determine if agents will be added to the queue
2. Adding a Handoff to Sales Team Queue
a. Once the Online Personal Shopper button is added on the main landing window for
chat, dedicated handoff steps should be added, to ensure the customer will be routed
to the correct queue.
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Route to Direct to Sales Queue
If the customer confirms needing assistance for a purchase
Route to CH Queue
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If the customer confirms they do not require assistance for a purchase.
Can connect to the current handoff to CH/route customer back to the menu for
topic options.
3. Change the Setting for Threads
a. Change to Sticky
i. To ensure the customer will be assisted by the same Sales Team member, and
there’s no need to reiterate their concern.
Asana
1. Interaction & Productivity Tracker (created. not live yet.)
2. Incentive Tracker (pending. to follow.)
Shopify
1. Access to obtain Sales Report for EOM reporting
Sales Schedule Reporting
1. Point persons for management: Maine & Win
2. Since the Sales Queue will not always be turned on and depend on the traffic and staffing,
a proposed separate schedule tracker will be created to determine which agents should be
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on the queue and what time they should be switched back to the CH queue.
3. Could be done in google sheet / Asana.
Roles & Responsibilities of a Personal Shopper
Engage with customers through chat routed to the designated Sales Queue to identify their
needs.
Recommend suitable products based on preferences and travel habits.
Address objections and provide personalized guidance.
Create urgency by highlighting current on ongoing promotions or stock availability.
Upsell and cross-sell relevant accessories or upgrades.
Assist in handling any customer concerns that arise before or during the purchase.
To always be quipped with the latest product knowledge and selling techniques.
Continue assisting on non-sales related concerns of a customer if misrouted to the Sales
queue.
Sales is about building genuine connections, not just using canned responses. To align everyone
with our company’s goals and ensure a smooth interaction, please see below for a structured
sales flow, sample guide questions, effective strategies for closing a sale, and FAQs.
Email & Chat Process
https://docs.google.com/document/d/1HE5dIKSkCYIPYqpLwZoLsqjKeQ8E2YUR0yDM3rIF0Y/edit?tab=t.0
Sales Flow
A streamlined sales engagement flow to guide customers from initial contact to post-purchase
satisfaction.
Steps
Purpose
Greet & Connect
Welcome the customer and
build rapport
Sales Team SOP (Pre-Launch)
Sample Responses
“Hi [Name], welcome to
Monos! How can I assist you
today?”
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Steps
Purpose
Sample Responses
If the customer initiates with a
product question:
"I’d be happy to help you with
your query
about the Expandable Carryon Pro! Could you tell me
more about why you’re
looking at this bag, so I can
assist better?"
Understand their preferences
Identify Needs
to recommend the right
product.
“What specific features are
most important to you?”
"What do you plan to use it
for?"
"Do you have a specific style
or colour?"
Highlight benefits
Recommend Products
Provide Personalized
Guidance
Suggest the best fit based on
their needs.
Address concerns and build
confidence in the purchase.
"Based on what you’ve
shared, I think the [Product
Name] would be a perfect fit.
It offers [key features] and is
ideal for [specific use]."
"This product has been really
popular with customers
looking for [similar needs].
Plus, it comes with [key value:
warranty, free shipping,
etc.]."
"I can also help you compare
it with another option if you’d
like.”
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Steps
Purpose
Sample Responses
Price Concern:
Handle Objections
Resolve doubts or hesitations
the customer may have.
"We understand budget is
important. This product is an
investment, but it’s built to
last and comes with [benefits
like a limited lifetime
warranty]."
Uncertainty:
"Let me know if there’s a
specific question I can help
clarify to make your decision
easier.”
Create Urgency
Offer Assistance with
Checkout
Encourage immediate action
with time-sensitive offers or
limited stock information.
Make it easy for the customer
to complete the purchase.
"Just a heads-up, this item is
part of our [sale/limited-time
promotion], which ends
soon!"
"We only have a few left in
stock, so I recommend
ordering now to secure
yours."
"Would you like me to walk
you through the checkout
process?"
"I can help you place the
order right here if you’d
prefer.”
Upsell or Cross-Sell
(Proactiveness)
Suggest complementary
products or upgrades.
"Many of our customers who
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Steps
Purpose
Sample Responses
purchase [Product Name]
also love [Accessory]. It’s a
great way to [enhance their
experience]."
"If you’d like, I can add it to
your order now."
Confirm Order and Express
Gratitude
Finalize the sale and leave a
positive impression.
"Your order is all set! You’ll
receive an email confirmation
shortly."
"Thank you for choosing
Monos! If you need anything
else, I’m here to help.”
Post-Sale Follow-Up
Ensure customer satisfaction
and build loyalty.
"I’ll send you a follow-up
email with the tracking
information.”
“I wanted to follow up and see
if you still need assistance
with your inquiry. If you have
any questions or need further
details, I’d be happy to help.”
Unresponsive Chats
Pending Cart / Checkout
If the customer provided their
email, and has been
unresponsive on live chat,
change the
closing spiel to:
Final effort on live chat to
obtain information of the
customer to convert it to a cold
lead
"Hey [Customer's Name],
looks like we’ve lost touch for
a bit! I just wanted to make
sure you’re all set. If you need
anything, don’t hesitate to
jump back in—I'm here and
ready to help!”
“Wait! Before you go, grab an
exclusive deal—just enter
your email!”
If the customer didn’t provide
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Steps
Purpose
Sample Responses
their email and is about to
close the chat window.
Available both in pop-up and
chat
Viewed product before / have
pending cart
Returning Visitors
Available both in pop-up and
chat
“Welcome back! Still thinking
about the [Product Name]?
Let’s chat!”
Email Outreach Flow (Cold and Warm Lead Conversions)
Proposed new emails to use for outbound leads: (create a new one if possible as-is already blocked by a couple of users with their email provider.)---
For follow ups or customers reaching back out after a chat with the Personal Shopper,
here’s a canned response for the CH team for handoff to Sales Team Queue.
📜
“Hey [Customer's Name]!
Thank you so much for reaching out! I’ve just passed your message over to
our awesome
Personal Shopper / Sales team, and they’ll be in touch with you shortly to
provide all the help you need!
In the meantime, if you’ve got any other questions or need a quick hand,
don’t hesitate to reach out! We’re always here and ready to assist!
Thanks again, and talk soon!”
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Remind CH to forward the thread to the specific Sales agents’ bucket for inquiries (after
launch)
📜
”For any sales-related inquiries or Personal Shopper requests, please remember to
forward the email thread to the designated Sales agent’s bucket mentioned by the
customer, to ensure a smooth and efficient response.
Thank you for keeping things organized and ensuring our customers receive the best
support!”
Sample email subject and content for cold leads
📜
Subject: Still Here to Help!
“I just wanted to check in since we didn’t get to finish our chat! If you're still
interested, I’d love to help you find the perfect product. Let me know what you're
thinking, and I’ll send over some great options!
No pressure—just here if you need me. Looking forward to hearing from you!”
Sample email subject and content for warm leads
📜
Subject: Let’s Find the Perfect Fit for You!
“I wanted to follow up since you’ve already shown interest in [Product Name]—
great choice! If you’re still considering it, I’d love to help you find the perfect
option. Let me know what you’re thinking, and I can send over some tailored
recommendations.
No rush at all—just here to help when you're ready! Looking forward to hearing
your thoughts.”
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Zowie Proactive Chats
Guide Questions
These questions will help understand the customer's needs, preferences, and priorities,
allowing you to recommend the best product for them.
“Can you tell me about the types of trips you usually take? How
often do you travel?"
Travel and Usage Habits
“What do you usually carry with you when you travel or commute?
Are there specific items you need to have easy access to?”
“What features do you find most important in a luggage or bag? Is it
the durability, compartments, or maybe something else?”
Features and Functionality
“How do you prefer to organize your belongings in your luggage or
bag? Are there any particular storage options that work best for
you?”
Comfort and Convenience
Style and Appearance
Past Experiences and
Preferences
Special Requirements
Decision-Making Factors
Sales Team SOP (Pre-Launch)
“How important is the weight and size of the luggage or bag for
you? Do you have any preferences regarding portability or ease of
carrying?”
“Do you prefer a more classic look, or are you interested in
something more trendy or unique?”
“What has been your experience with your current luggage or bag?
Are there any aspects you love or things you wish were different?”
“Are you looking for something that can serve multiple purposes,
like a bag that works for both business and casual travel?”
“How do you envision using this luggage or bag in your daily life or
upcoming trips?”
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Strategies for Closing the Deal
- This block is a continuous-building database that would include the effective responses or
questions used by the team to ensure a sale. The compilation will start once the queue is live,
and will be updated every week.
Customer’s Item
Preference
ex. Unique luggage but
doesn’t want a pricey
and bulky bag
Agent Response
Offer (Summary)
ex. “I totally get it! You want something unique,
stylish, and durable—but without the bulk or a
hefty price tag. That’s exactly what the Monos
Hybrid Carry-On is all about! It blends the strength
of aluminum with the lightness of polycarbonate,
so you get a sleek, secure suitcase that’s easy to
travel with. Plus, it fits in most overhead bins and
has whisper-quiet wheels for a smooth ride.
ex. Hybrid CarryOn in Adobe
Brown
I think you’ll love it! It also comes in our new limited
edition colour: Adobe Brown.
Let me know if you have any questions, or if you
want to check it out, you can click this link here:
Monos Hybrid Carry-On”
FAQs Compilation
This is a compilation of the most frequently asked questions of the customers to the Sales
Team and responses provided.
FAQ
Response
Sales Team-Limited Offer Guidelines
Only offered by the Sale’s Team. Should not include the current bundles.
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Should include limited edition final sale items (i.e., Terrazzo, Sage Green, Stellar White +
Discounted Luggage Cover)
Include accessories that don’t sell competitively (i.e., Slim Wallet)
Create a canned response / spiel for Sales for if a customer purchases from the
personalized offer, they’d get a discount code for the future purchases.
📜
“Great news! Since you’ve made a purchase from your personalized offer, we’d
love to say thank you with a special treat.
As a valued customer, you’ll receive an exclusive discount code for your next
purchase! Keep an eye on your inbox—we’ll be sending it your way soon.
We appreciate you choosing Monos and can’t wait to be part of your next
adventure! Let us know if you need anything—we’re always here to help.”
Create a unique referral code specific for the Personal Shopper
one time usage per customer only
Set cap of discount
$5 - $20 (depending on total purchase)
Special offer for positive / relevant customer review to earn points
capped at 100 points (max)
Sample canned response:
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📜
Sample Subject: Thank You for Your Purchase – Here’s an Exclusive Offer!
“We love hearing from our customers, and we'd be thrilled if you could share your
experience with your Monos product on Google! Your feedback helps fellow
travelers and means so much to us.
As a token of our appreciation, we’d love to offer you an exclusive reward—100
points added to your account once your review is posted! These points can be
redeemed for discounts on future purchases. To claim your points, simply reply to
this email with a screenshot or link to your review, and we’ll take care of the rest.
Thank you for being a valued part of the Monos community! Let us know if
there's anything else we can do for you.”
Offers
Contains all the limited offers with discounts, freebies, gift card, special bundles.
Limited to Sales Team only.
Do not share the discount code to the public yet.
Needs-Specific Bundles
Products
Total Pricing
(discount)
Target
Audience
2 Carry-Ons
(Rose Quartz,
$588
(5% or $32 off)
For those
looking to gift a
Stellar White,
Sage Green)
2 Slim Wallets
(any colour)
Sales Team SOP (Pre-Launch)
soon-to-bewed couple,
while we don’t
have a wedding
registry, we
have plenty of
thoughtful and
stylish options
to make their
Discount Name
Offer
Placement
Discount Code
"Tied the Knot
Bundle"
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Products
Total Pricing
(discount)
Target
Audience
Discount Name
Offer
Placement
Discount Code
special day
even more
memorable.
Metro Tote
(Cactus)
Metro Laptop
Sleeve (14inch)
$345
(4% or $15 off)
For customers
who value
organization,
style, and
versatility—
whether
commuting,
“Go-Getter
Bundle”
traveling, or
conquering the
day ahead.
Slim Wallet
(any colour)
2 Metro
Backpacks
(Ivory and
Carbon Black)
2 Kiyo UVC
Water Bottles
(500 mL /
Carbon Black
and Castle
Rock)
1 Metro
Cosmetic Case
(Carbon Black)
1 Metro
Toiletry Case
(Small / Ivory)
Accessories
can be
switched to a
Travel Jewelry
Case (any
colour)
$627
(18% or $143
off)
For those
looking for a
gift for
themselves and
for their special
someones.
Whether it's a
honeymoon,
best-friend
getaway, or
family trip, they
can travel in
sync with these
coordinated
essentials.
“Perfect Pair
Bundle”
or
“The
Adventure
Pair”
Interaction & Productivity Tracker
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This tracker shows the agent who handled the interaction, thread link, and the total revenue
earned per agent.
https://app.asana.com/0/-/-
*Future propositions to drive Sales
Proposed Outreach via Zoom (For Retail Team)
A proposed joint effort to widen the reach of the Sales Team and drive revenue by offering
assistance via live video call.
Has to be done in-store, so the team would have the ability to showcase and pair up the
bag or items the customers wants to see real-time. It would also be a chance to drive sales
for the Clothing Line, as they would have the opportunity to try and fit them.
Should a customer want to take advantage of having a Personal Shopper via Zoom instead,
they can book a call with the Sales Team. Calls can’t be booked the same day, to give the
Retail Team time to prepare.
A sign up form could be created, so there would be proper and clear communication for
booking and calendar plotting. Also, so the Retail Team can prepare the items the customer
wants to view and pair up during the call.
Sign-up form would include the ff.:
Name of cx
Email Address of cx (to send the zoom invite)
What items the cx wants to see for showcase and know more about
Available date and time of cx
Additional requests of the cx (if any)
Booking will be confirmed by Sales Team to the Retail Team, and if the schedule works, it
would be plotted on the calendar visible on both teams, and communicated to the
customer.
Day before the booked call, send a reminder to the Retail Team and the customer to
confirm.
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The day of, confirm booked call again with the Retail Team to ensure which Host would
handle the call.
If the showcase is successful and the customer is ready to place the order, the Sales Team
from CH included in the call would assist them further via email.
Please note, the session should not be recorded unless explicitly requested by the
customer. Financial information and other personal information should not be requested or
provided by the customer in the entirety of the call.
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