Therese Reyes Cruz

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) 1 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 Sales Team SOP (Pre-Launch) 2 - 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: Sales Team SOP (Pre-Launch) 3 2. In All Bags Page Sales Team SOP (Pre-Launch) 4 3. In All Accessories Page Sales Team SOP (Pre-Launch) 5 Sample in the Luggage Variant Page In every luggage variant page Sales Team SOP (Pre-Launch) 6 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.” Sales Team SOP (Pre-Launch) 7 Sample in Checkout Page In the customer’s cart view Sales Team SOP (Pre-Launch) 8 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! Sales Team SOP (Pre-Launch) 9 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!” 10 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. Sales Team SOP (Pre-Launch) 11 Route to Direct to Sales Queue If the customer confirms needing assistance for a purchase Route to CH Queue Sales Team SOP (Pre-Launch) 12 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 Sales Team SOP (Pre-Launch) 13 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?” 14 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.” Sales Team SOP (Pre-Launch) 15 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 Sales Team SOP (Pre-Launch) 16 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 Sales Team SOP (Pre-Launch) 17 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!” Sales Team SOP (Pre-Launch) 18 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.” Sales Team SOP (Pre-Launch) 19 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?” 20 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. Sales Team SOP (Pre-Launch) 21 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: Sales Team SOP (Pre-Launch) 22 📜 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" 23 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 Sales Team SOP (Pre-Launch) 24 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. Sales Team SOP (Pre-Launch) 25 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. Sales Team SOP (Pre-Launch) 26