(SOP in update process)

The goal of the Sales and Customer Service Training is to equip staff with the skills and
knowledge needed to:
Monitor and analyze sales performance.
Identify sales growth opportunities through customer insights, data, and market trends.
Implement effective communication and customer engagement strategies.
Collaborate between sales and customer service teams to maximize business outcomes.
Improve customer satisfaction which drives sustainable growth.
1. Responsibilities
a. General Manager: Oversees the implementation of training programs, ensures staff
participation, and tracks the effectiveness of training.
b. Customer Service Manager: Collaborates with Sales to ensure seamless
communication between departments and the identification of sales opportunities.
c. Training Coordinator: Schedules, organizes, and evaluates training sessions.
d. Sales and Customer Service Teams: Actively participate in the training, apply the
techniques learned, and contribute to the identification of sales growth opportunities.
2. Training procedure:

a. Initial Training: For new employees, training will be conducted during their onboarding
process, which lasts for weeks.
b. Ongoing Training: Biannual training sessions or as new products, tools, or strategies
are introduced.
c. Refresher Courses: Quarterly sessions to revisit key concepts and address new
challenges or opportunities identified through sales data.
3. Reporting and Documentation
a. All training materials, schedules, and participant lists should be documented and
stored in a centralized location such as shared drive.
b. The Sales Manager will provide to GM Training quarterly reports on the training
outcomes and sales growth, identifying any gaps in the training program.
4. Compliance and Accountability
.a. Employees must demonstrate the application of training by achieving measurable
improvements in customer service quality, sales figures, and identifying growth opportunities.
5. Review and Updates
This SOP will be reviewed annually or whenever there is a change in business strategy, sales
processes, or technology. Any changes will be documented and communicated to all relevant
teams.