SHOPSPOT.

PH

Watch Hub Ph
Chain of Online Stores

Sales & Marketing Standard Operating Procedures

 SALES AND MARKETING STANDARD OPERATING
PROCEDURES INDEX

SM-SOP-01 Sales and Marketing Department

SM-SOP-02 Office Hours of Operations
SM-SOP-03 Response to Costumers
SM-SOP-04 Use of Costumer’s Name
SM-SOP-05 Costumer’s Feedback
SM-SOP-06 Weekly Sales Meeting
SM-SOP-07 Sales Coverage
SM-SOP 08 Competitor Costumer Awareness
SM-SOP-09 Training and Development
SM-SOP-10 Prime Selling Time
SM-SOP-11 Lost Sales
SM-SOP-12 Lead Logs
SM-SOP-13 Managing Reservation Sales
SM-SOP-14 Annual Business Plan and Quarterly Action Plans
SM-SOP-15 Advertising and Promotions
SM-SOP-16 Sales Office Audit
SM-SOP-17 General Managers Role in the Sales Process
SM-SOP-18 Social Media/Privacy Policy
SM-SOP-19 Sales Incentive Plan
SM-SOP-20 Month-End Reports
SM-SOP-21 E-Commerce Strategy
SM-SOP-22 Content Management
 WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Sales and Marketing Department
SM-SOP-01 ⃒ Pages 1 Date Issued: 11/24/2020
Revision Date:

POLICY:
The Sales and Marketing Department will be working on Individual Sales, Group Sales
and Reservation Sales. These three categories will be reported to the
Director of Sales.

SCOPE:
The Sales and Marketing Department will be held accountable for the revenue
generating function.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Office Hours of Operations
SM-SOP-02 ⃒ Pages 2 Date Issued: 11/24/2020
Revision Date:
POLICY:
Business hours for the Sales and Marketing Department starts at 8:00 A.M. and ends at
5:00 P.M. from Mondays – Saturdays.

SCOPE:
To give customers our utmost coverage and availability as well as provide them
convenience in doing business with us.

PROCEDURES:

1. LATES and ABSENCES are strongly DISCOURAGED unless it’s an Emergency

situation.
2. All unread and not replied messages as well as unattended comments must be
responded immediately upon starting your shift.
3. All provided customer phone numbers must be called and converted into a sale.
4. You must focus during working hours. Avoid video streaming or opening of
unnecessary sites.
5. Coffee Breaks and Lunch Breaks must be observed properly. Coffee Breaks are
in between 9:00 – 10:00 A.M. and 3:00-4:00 P.M. must be not more than 15
minutes. Lunch breaks at 12:00-1:00 P.M.
6. All costumers concerns or issues must be forwarded to the Customer Service
Representative for immediate action.
7. Always think positively to be productive and drive more sales your way.
 WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Response to Customers
SM-SOP-03 ⃒ Pages 1 Date Issued: 11/24/2020
Revision Date:

POLICY:
All inquiries must be answered on the same day of receipt. In case, office hours are
over, it must be answered the next day.

SCOPE:
To be customer driven and provide timely response to costumers requests.

PROCEDURES:
1. Obtain as much information as possible and complete a lead or close a sale.
2. Costumer will be advised about the delivery time frame/set delivery date
established and followed up.
3. Should be able to communicate with the Customer Service Representative for
further shipping or tracking details when asked by the costumer.
4. If requested dates are not available, alternatives will be offered with flexibility
being shown.
5. Costumer be advised as to the status of the parcel.

WATCH HUB PH STANDARD OPERATING PROCEDURES

 SECTION SUBJECT
Sales and Marketing Use of Customer’s Name
SM-SOP-04 ⃒ Pages 1 Date Issued: 11/24/2020
Revision Date:

POLICY:
Costumers at Watch Hub Ph’s chain of stores must be addressed by name.
SCOPE:
To create a closer bond between the sales and the customers.
To acknowledge the importance of the costumers and give him/her recognition.
PROCEDURES:
1. The Director of Sales must prepare a presentation for the staff meeting and
challenge all the Department managers to institute this program in all areas of
the business.
2. Sales and Customer Service representatives to use costumer’s name twice
during the course of a telephone call.
3. Assist every sales person/employee by transferring a telephone call to the next
person by introducing the caller by name.
4. Reservations Sales to use the caller’s name twice every transaction.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Customer’s Feedback
SM-SOP-05 ⃒ Pages 3 Date Issued: 11/24/2020
Revision Date:

POLICY:
All the stores will conduct a quarterly customer focus evaluations.
SCOPE:
To solicit or obtain pertinent information about our store, product, service and
suggestions from our customer base.
PROCEDURES:
1. The Director of Sales will devise a specific format to create a venue for soliciting
feedbacks from our customers.
A. DEFINE THE PURPOSE
It is critical that you are clear why you are holding a customer focus
evaluation. A clear purpose will help you get the information you need.
B. ESTABLISH A TIMELINE
At the very least, you should prepare 4 weeks before the focused evaluation
date. It takes time to identify the participants, develop the questions, and
gather materials.
C. IDENTIFY AND INVITE PARTICIPANTS
1. Decide how many participants you need.
2. Review your focus evaluation purpose statement and develop a list of key
attributes you need to seek in your participants.
3. Secure names and list contact information, finalize list and send invitations
4. Conductors should no less than 10 and no more than 15.

D. GENERATE THE QUESTIONS TO BE ASKED

The questions included in a focused evaluation are critical. These are the 5
categories of questions:
1. Opening questions – Get people talking and to help feel comfortable.
2. Introductory Questions – Introduce the topic of discussion
3. Transition Questions – The participants are becoming aware of how others view the
topic.
4. Key Questions – Key questions drive the study.
5. Ending Questions - These questions bring closure to the discussion, enable
participants to reflect on previous comments, and are critical to analysis.

E. DEVELOP A SCRIPT
The process of writing a script helps you be sure you have put the questions
in context for the participants. Helps the facilitator stay on track and on time.

F. SELECT THE FACILITATOR

You need someone with a working knowledge of evaluation dynamics and a reputation as a
good leader, as well as a good rapport with the target audience of the focus evaluation.

G. CHOOSE THE LOCATION

You will need a setting in which the participants fell comfortable expressing their opinions.

H. CONDUCT THE FOCUS GROUP

 1. Revise the materials – Flipchart, markers, nametags, etc.
2. Food and Beverage - Water, snacks, breakfast or lunch
3. Make sure every participant is heard and get full answers.
4. Monitor time closely and keep the discussion on track.

I. INTERPRET AND REPORT THE RESULTS

Summarize each meeting, analyze the summaries, and write the report.

J. TRANSLATE THE RESULTS INTO ACTION The purpose of any focus

evaluation project is to collect detailed information to use in decision-making and action
planning.

2. All stores will conduct a weekly one (1) hour GM reception to solicit customer feedback. The
format will be property specific and should be creative and professionally done.

References Bader, Gloria E., and Rossi, Catherine A. Focus Groups, A Step-By-Step Guide. The
Bader Group, 1998,1999
WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Weekly Sales Meeting
SM-SOP-06 ⃒ Pages 2 Date Issued: 11/24/2020
Revision Date:

POLICY:
A weekly sales meeting must be held outside prime selling time, and should be
attended by General Manager, Director of Sales and Sales Representatives.
SCOPE:
To review current and future levels of business and ensure or assign appropriate
action to address the issues.
PROCEDURES:
1. The following information should be presented during the meeting:
● Prior week’s minutes.
● Sales Representatives difinites and tentatives.
● Current week and 90 day forecast.
● Prior week’s lost and cancelled transactions.
● Last week’s sales tally and upcoming week’s sales reservations for follow
up.
● Quarterly Action Plan updates.
● Individual Sales Goal or Qouta.
2. Critique last week’s assignments to ensure there is follow up and ongoing
activities remains on target. Determine the decisions and results from the
prior week.
3. Review future transient and determine what is the most essential for the
success of the company.
4. Establish priority assignments for each member of the team for the next
week.
WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Sales Coverage

SM-SOP-07 ⃒ Pages 1 Date Issued: 11/24/2020

Revision Date:

POLICY:
Overall sales coverage must reflect the goals and objectives stated in the
Revenue Plan.
SCOPE:
 To ensure sales statistics stability.
PROCESURES:
1. The Director of Sales with the help of the Sales Team will determine the most
effective form of account coverage.
2. Each sales person with the help of the DOS, will establish the most effective
call frequency for the store.
3. Each store will be thoroughly profiled to develop to its full potential in terms of
advertisement and promotions as well as sales conversions.
4. Upon completion of the sales call, files will be updated on points of
discussion, follow up activities and date for next meeting.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Competitor Customer
Awareness
SM-SOP-08 ⃒ Pages 1 Date Issued: 11/24/2020
Revision Date:

POLICY:
The General Manager will execute a regularly scheduled monitor and
document the competitive sets.
SCOPE:
To obtain the names of companies doing business with our customers for
future solicitation.
PROCEDURES:
1. Obtain significant data about the competitor companies.
2. Study their sales and marketing strategies.
3. Create an action plan in engaging more with costumers and attending to
their requests in a more approachable but professional way.
4. Always be on track about our competitors every move.
WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Training and Development
SM-SOP-09 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
The company is liable in providing trainings or team buildings for the staffs
self- improvement and skills development.
SCOPE:
All company staffs/employees are required to join the program to be able to
help the business grow.
PROCEDURES:
1. The Director of Sales will announce the date of training on a
weekly/quarterly meeting.
2. It is mandatory for all the staffs to comply and join the program.
Attendance is a MUST.
3. During trainings LATES are also discouraged. (See SM-SOP-02)
4. After the training everyone is expected to perform better which can reflect
on their KPI (Key Performance Indicator).

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Prime Selling Time
SM-SOP-10 ⃒ Pages 1 Date Issued:
 Revision Date:

POLICY:
All sales persons are required to stay focus especially on the prime selling time between
8:30-11:30 A.M. and 4:00-5:00 P.M.
SCOPE:
The sales team is expected to attend to inquiries immediately during these times and
make a lot of sales.
PROCESURES:
1. During the prime selling time inbound messages will be abundant. Since it
coincides with morning coffee break you are given only 15 minutes to have a
break and then back to work.
2. You are closely monitored during these times to check if you are reaching the
desired number of sales both individual and group goals.
3. You must at all times call the customer if he/she provides a phone number.
4. Always be polite and professional when replying to messages or answering calls.
5. Be calm but don’t be complacent. Always aim to hit the goal.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Lost Sales
SM-SOP-11 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
The Director of Sales will prepare a spreadsheet with the Lost Sales Data and forward it
to the Sales Team for proper dissemination.
SCOPE:
The Sales Team will be in charge of tracking down details as to why the transaction
failed.
PROCEDURES:
1. Upon receiving the data sheets forwarded by the Director of Sales, the sales
team is tasked to divide the workload for faster results.
2. Lost sales encompass cancelled orders and returned parcels. The sales team
must call the costumers for verification.
3. Once costumer’s reason is verified the sales team will forward the details to the
customer service representative for final decision.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Lead Logs
SM-SOP-12 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
The Lead Logs are data sheets prepared by the Director of Sales. They
comprised of information about potential buyers and its phone numbers.
SCOPE:
The sales team must call these customers to close the sale.
PROCEDURES:
1. The data sheets are divided equally by the sales team.
2. Each must call the costumers and try to close a sale for those leads not to be
a waste.
3. Each time you call a costumer you must also put a note about what transpired
during the call.
4. Once finished, with you designated number of costumers check the details
you input in the sales spreadsheet to avoid errors.
 WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Managing Reservation Sales
SM-SOP-13 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
Reservation Sales are closed sales but is excluded from sales spreadsheet.
SCOPE:
The sales team must be liable for the verification of the reservation sales,
PROCEDURES:
1. Reservation sales are done when the customer does not have cash on hand yet
or sets a specific delivery time frame.
2. The sales person must still process the order but in a separate spreadsheet
named RESERVATIONS.
3. The sales person must follow up and verify the sale before processing it finally in
the sales spreadsheet.
4. Once verified, you can encode it and finally can be counted as sales.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Annual Business Plan and
Quarterly Action Plans
SM-SOP-14 ⃒ Pages 2 Date Issued:
Revision Date:
POLICY:
The General Sales Manager will submit an Annual Business Plan which will establish in
detail, the revenue goals and target plans for the following year. Coupled
with this business plan is also the Quarterly Action Plan using the “Blue
Sheet” strategic selling process for Key/Target Accounts and achieve the
revenue objectives.
SCOPE:
To ensure the best use of the Company’s strengths, resources, and finances through a
coordinated, collective, highly competitive impact on the market.
To focus efforts of the company to more accurately analyze supply, demand and
competitive factors.
To translate that analysis sales rate forecasts that clearly reflect value to the customer.
To remain flexible in order to meet the opportunities and challenges of an ever changing
marketplace.
PROCEDURES:
1. Upon receipt of the Business Plan packet, The Director Of Sales should gather the
operating departments to review the instructions.
2. In order to facilitate the revenue forecast/plan, it will be necessary to compile
historical available data.
3. The General Sales Manager and Director of Sales will assign responsibility to gather
the required information with specific due dates. Regularly scheduled meetings should
be held to track the progress and to prepare the revenue portion of the plan.
4. The Business Plan and 1st Quarter Action Plan must reach WATCH HUB PH, on a
date to be determined, prior to the preparation of the annual budget.
5. Quarterly Action Plans focused on Need Dates, Key/Target Accounts are due on:
*December 15 – 1st Quarter
*March 15 – 2nd Quarter
*June 15 – 3rd Quarter
September 15 – 4th Quarter
 WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Advertising and Promotions
SM-SOP-15 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
Advertising and Promotions for Watch Hub Ph are defined as all electronic media/social
media focused merchandising. All plans must be set forth on the Annual Business Plan
but is open for adjustment based on the changes and needs in the market.
SCOPE:
To ensure a targeted and cohesive plan within the existing budget parameters.
PROCEDURES:
1. The hired graphic artist will be given the instructions on how to design a creative
suitable for the company’s campaign.
2. Once creative is approved an ad is then created to promote the product or the
merchandise.
3. When the ad starts running everyone in the sales team tis expected to perform
well.
 WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Sales Office Audit
SM-SOP-16 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
Watch Hub Ph will conduct a sales office audit annually.
SCOPE:
To ensure that the SOP’s are properly implemented.
To develop action plans towards total compliance with the SOP’s.
PROCEDURES:
1. Each year after the Annual Budget Planning is finalized, the sales office will be
under auditing by the Vice President of Sales and the Director of Sales.
2. The auditing will follow a structured outline.
3. Materials should be readily available prior to the scheduled auditing.
4. After the auditing the auditor will review the results together with the General
Sales Manager and Director of Sales.
5. Plans and actions will be developed towards those areas not in compliance with
the SOP’s.
6. These areas will be highlighted for future audits to ensure compliance.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing General Manager’s Role in the
Sales Process
SM-SOP-17 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
A General Sales Manager is responsible for the success of failure of the sales
department. Whether or not the company stays afloat depends on the ability
of sales staff members to sell products or services, as it is the sale of company goods
that brings in revenue.
SCOPE:
Oversee sales and marketing activities to achieve corporate revenue goals. Plan and
assign daily workload to sales team. Evaluate performance of sales team and provide
appropriate feedback.
PROCEDURES:
 Design strategy and set goals for growth
 Control budgets and optimize expenses
 Ensure employees are motivated and productive

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Social Media and Privacy
Policy

SM-SOP-18 ⃒ Pages 1 Date Issued:

Revision Date:

POLICY:
Social media and privacy policy is vital in every business. This is one of the most critical
policies it must implement.
SCOPE:
To ensure there is no vital information leakage.
PROCEDURES:
1. Every person who is undergoing training or regularly hired must sign a
NON-DISCLOSURE AGREEMENT.
 2. After signing you are not allowed to talk about anything work related especially
products and etc.
3. Posting on social media about our products, marketing strategies or anything
work related is prohibited.
4. Violation of the NDA may cost you P500, 000 pesos for the damages or worst
imprisonment.

WATCH HUB PH STANDARD OPERATING PROCEDURES

SECTION SUBJECT
Sales and Marketing Sales Incentive Plan
SM-SOP-19 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
Sales incentives are given to excellent performing sales person/s.
SCOPE:
The sales team goal getter sales person/s or highest sale performer can get various
incentives set by the Director of Sales. It can be given weekly, quarterly, or annually
depending on the revenue.
PROCEDURES:
1. Every week each sales person is given a sales quota/goal that they must hit daily
for 1 week straight.
2. The customer service will verify every sale, once it still hits the goal the incentive
will be given at the end of the week.
3. There are various incentives offered from time to time you must look forward to.

WATCH HUB PH STANDARD OPERATING PROCEDURES

 SECTION SUBJECT
Sales and Marketing Month-End Reports
SM-SOP-20 ⃒ Pages 1 Date Issued:
Revision Date:

POLICY:
Monthly reports should generally be brief, but also comprehensive, listing major
activities and actions taken, as well as goals for the upcoming month.
SCOPE:
The month-end report adjusts your ledger for monthly transactions. The month-end
report is also used to review the past month's transactions and make sure everything
has been properly recorded. If your accounts do not balance, the month-end report is a
time to correct any accounting errors.
PROCEDURES:
1. Record Incoming Cash
2. Update accounts payable
3. Reconcile accounts
4. Review petty cash
5. Look at fixed assets
6. Count inventory
7. Organize and review statements
8. Check revenue and expenses
9. Review information before closing
10. Prepare for next month
WATCH HUB PH STANDARD OPERATING
PROCEDURES
SECTION SUBJECT
Sales and Marketing E-Commerce Strategy
SM-SOP-21 ⃒ Pages Date Issued:
Revision Date:
WATCH HUB PH STANDARD OPERATING PROCEDURES
SECTION SUBJECT
Sales and Marketing Content Management
SM-SOP-22 ⃒ Pages Date Issued:
WATCH HUB PH STANDARD OPERATING PROCEDURES