Montine foods limited

SALES DEPARTMENT
STANDARD OPERATING PROCEDURE

REVISION: 00
REV. DATE: 01/04/19
SERIAL NO: ………………
REF: MFL/SAL/DPT/SOP-00 2019

2019
 SALES DEPARTMENT

Contents
Contents ........................................................................................................................................................ 2

A. DOCUMENT CONTROL .............................................................................................................................. 4

A.1. Preparation, Review, Approval and Issue .......................................................................................... 4

A.2. Circulation List ................................................................................................................................... 4

B. RESPONSIBILITY TO ENSURE THAT THE PROCEDURE IS FOLLOWED ........................................................ 4

C. REFERENCES .............................................................................................................................................. 4

1. PURPOSE ................................................................................................................................................... 5

2. SCOPE ........................................................................................................................................................ 5

3. OBJECTIVES ............................................................................................................................................... 5

3.1 Department objectives ....................................................................................................................... 5

3.2 Procedure objectives .......................................................................................................................... 6

4. THE STRUCTURE OF ORGANIZATION OF SALES DEPARTMENT, ROLES AND RESPONSIBILITIES ............... 7

4.1 The Structure of Organization............................................................................................................. 7

4.2 The Roles and Responsibilities ............................................................................................................ 8

4.2.1 Sales Manager .............................................................................................................................. 8

4.2.2 Sales Representative .................................................................................................................... 8

4.2.3 Sales Coordinator ......................................................................................................................... 9

5. DESCRIPTION OF ACTIVITIES ................................................................................................................... 10

5.1 General .............................................................................................................................................. 10

5.2 Description of Activities .................................................................................................................... 10

5.2.1 Advertising for sales ................................................................................................................... 10

5.2.2 Sales Promotion ......................................................................................................................... 10

Page 2 of 19
 SALES DEPARTMENT

5.2.3 Sales correspondence ................................................................................................................ 10

5.2.4 Customer service........................................................................................................................ 11

5.2.5 Packing ....................................................................................................................................... 11

5.2.6 Warehouse ................................................................................................................................. 11

6. RISK AND OPPORTUNITY MANAGEMENT ............................................................................................... 12

6.1 General .............................................................................................................................................. 12

6.2 Risks and Risk management.............................................................................................................. 12

6.3 Opportunity management ................................................................................................................ 13

7. RECORDS ................................................................................................................................................. 14

7.1 General .............................................................................................................................................. 14

7.2 Customer complaints' records .......................................................................................................... 14

7.3 Customer feedback records .............................................................................................................. 14

7.4 Sales receipts records ....................................................................................................................... 14

8. RECORD OF AMENDMENTS MADE TO THE PROCEDURE ........................................................................ 15

9. APPENDICES ............................................................................................................................................ 16

9.1 Acronyms .......................................................................................................................................... 16

9.2 Terms and definitions ...................................................................................................................... 16

9.3 Forms ................................................................................................................................................ 17

9.3.1 General ....................................................................................................................................... 17

9.3.2 Customer Complaints Form ....................................................................................................... 17

9.3.3 Customer Feedback Form .......................................................................................................... 18

9.3.4 Cash Sale Receipt Form .............................................................................................................. 19

Page 3 of 19
 SALES DEPARTMENT

A. DOCUMENT CONTROL

A.1. Preparation, Review, Approval and Issue

The development, review, approval and issuance of this Standard Operating Procedure will be
carried out as follows;

PREPARED BY REVIEWED BY APPROVED BY ISSUED BY

NAME Sales Manager Quality Management Managing Director Sales

Representative Manager

DATE

SIGNATURE

A.2. Circulation List

This Standard Operating Procedure will be circulated as follows;

S/NO RECIPIENT
01/05 Managing Director
02/05 Quality Management Representative
03/05 Sales Manager
04/05 Sales Representatives
05/05 Sales Coordinators

B. RESPONSIBILITY TO ENSURE THAT THE PROCEDURE IS FOLLOWED

Sales Manager will ensure that this procedure is followed by all the personnel in Sales department.

C. REFERENCES
 ISO 10013, Quality Management System Documentation
 ISO 9001, Quality Management System Requirements

Page 4 of 19
 SALES DEPARTMENT

1. PURPOSE
This procedure provides guidelines on how to perform various activities in Sales department so
as to ensure effectiveness and efficiency of its operations.

2. SCOPE
This procedure applies to all the activities carried out in MFLC Sales department only. It
describes MFLC Sales department's organization structure, roles and responsibilities, as well as
outlining the sequence and description of activities.

3. OBJECTIVES

3.1 Department objectives

a) To meet the sales targets of the organization through effective planning and budgeting.

b) To set the targets for the sales executives and other sales representatives.

c) To ensure that the targets are realistic and achievable.

d) To devise strategies and techniques necessary for achieving the sales targets.

e) To map potential customers and generate leads for the organization.

f) To look forward to generating new opportunities for the organization.

g) To be responsible for brand promotion to ensure product is popular amongst the consumers.

h) To motivate department personnel.

i) To maintain and improve relationships with the clients.

j) To maintain necessary data and records for future reference.

Page 5 of 19
 SALES DEPARTMENT

3.2 Procedure objectives

a) To describe organizational structure of Sales department.

b) To outline the roles, responsibilities and authorities in Sales department.

c) To describe the key activities of Sales department.

d) To address various potential risks and opportunities in Sales department.

Page 6 of 19
 SALES DEPARTMENT

4. THE STRUCTURE OF ORGANIZATION OF SALES DEPARTMENT, ROLES AND

RESPONSIBILITIES

4.1 The Structure of Organization

Sales Manager

Sales Representative

Sales Coordinator

Page 7 of 19
 SALES DEPARTMENT

4.2 The Roles and Responsibilities

4.2.1 Sales Manager

The Sales Manager in Montine Foods Ltd will;-

k) meet the sales targets of the organization through effective planning and budgeting.

l) set the targets for the sales executives and other sales representatives.

m) ensure that the targets are realistic and achievable.

n) delegate duties as per interests and specializations of the individuals while understanding who
can perform particular task better.

o) devise strategies and techniques necessary for achieving the sales targets.

p) decide the future course of action for his team members.

q) map potential customers and generate leads for the organization .

r) look forward to generating new opportunities for the organization.

s) be responsible for brand promotion to ensure product is popular amongst the consumers.

t) motivate his/her team members.

u) supervise to ensure his team delivers desired results.

v) maintain and improve relationships with the client

w) maintain necessary data and records for future reference.

4.2.2 Sales Representative

The Sales Representative in Montine Foods Ltd will;-

a) Present, promote and sell products/services using solid arguments to existing and prospective
customers

b) Perform cost-benefit and needs analysis of existing/potential customers to meet their needs

Page 8 of 19
 SALES DEPARTMENT

c) Establish, develop and maintain positive business and customer relationships

d) Reach out to customer leads through cold calling

e) Expedite the resolution of customer problems and complaints to maximize satisfaction

f) Achieve agreed results upon sales targets and outcomes within schedule

g) Coordinate sales effort with team members and other departments

h) Analyze the territory /market’s potential, track sales and status reports

i) Supply management with reports on customer needs, problems, interests, competitive activities,
and potential for new products and services.

j) Keep abreast of best practices and promotional trends

k) Continuously improve through feedback

4.2.3 Sales Coordinator

The Sales Coordinator in Montine Foods Ltd will;-

a) Coordinate sales team by managing schedules, filing important documents and communicating
relevant information

b) Ensure the adequacy of sales-related equipment or material

c) Respond to complaints from customers and give after-sales support when requested

d) Store and sort financial and non-financial data in electronic form and present reports

e) Handle the processing of all orders with accuracy and timeliness

f) Inform clients of unforeseen delays or problems

g) Monitor the team’s progress, identify shortcomings and propose improvements

h) Assist in the preparation and organizing of promotional material or events

i) Ensure adherence to laws and policies

Page 9 of 19
 SALES DEPARTMENT

5. DESCRIPTION OF ACTIVITIES

5.1 General
This section outlines all the key activities of sales department which contribute to realization of
organization's objectives.

5.2 Description of Activities

5.2.1 Advertising for sales

Sales representatives under the directives of sales manager will publicize the products the
company offers. Advertising will be important in that it will lead to demand creation by
reaching to the customers and telling them about good qualities of the product, prepare
ground for a new product by way of introducing its product to the public, enhance the goodwill
of the company among customers, helps the product to stand against its competitor products.

The Sales Manager will determine which channel of advertising to adopt such as print media,
radios, facebook, whatsap and television.

5.2.2 Sales Promotion

Sales representatives will carry out sales promotion so as to add an extra value to the product
that will prompt the dealers, distributors or ultimate consumers to buy the product. Sales
promotion activities will complement advertising and personal selling efforts.

Sales promotion will serve to introduce new products into the market, unload accumulated
inventory, and overcome a competitive situation, overcoming seasonal slumps/decline and
support to the advertising effort

5.2.3 Sales correspondence

The Sales coordinator will reply any incoming letter in a short time. The letter will be tactful,
simple in language, helpful and ensure every customer feels that his/her enquiries are being
considered.

Quotations for the supply of products will be send to large number of customers and try to
capture large markets.

If the promises cannot be kept with regard to delivery date or other matters, the customers will
be informed immediately by Sales coordinator and whenever practicable reasons for the delay
should be given.

Page 10 of 19
 SALES DEPARTMENT

5.2.4 Customer service

The sales representative will ensure all products are delivered to customers premises within
agreed time. This free transport service will attract many customers thus broadening company's
market.

Sales representative will educate the customers on to use the product and how well to store
the product.

5.2.5 Packing
Sales representative will ensure the products are properly packaged so that they reach the
customer in the same form and quality as they were before dispatch. Good packing will also
help in advertising and attract more number of customers.

5.2.6 Warehouse
Sales Manager will ensure warehouse is located at strategic place for example near the gate for
easy transportation. Sales manager will ensure finished products are packed in systematically.

Warehouse will be constructed in such a way that materials can be kept in them for a period till
they are sold.

Page 11 of 19
 SALES DEPARTMENT

6. RISK AND OPPORTUNITY MANAGEMENT

6.1 General
This section describes all potential risks and opportunities in sales department which may have
great impact if not addressed.

6.2 Risks and Risk management

No. RISK; incident, triggered by, impact MITIGATION MEASURE

1. Delayed delivery of goods to the
customers due to breakdown of
transporting vehicles. This will annoy
the customers who may turn to other
manufacturers of the same product,
thus reduced sales
The Sales manager will coordinate with
company engineer to ensure all vehicles for
transportation are maintained and serviced to
remain in good working condition. Will also
ensure that the driver is accompanied by the
engineer.

2. Failure to address customer complaints
due to ignorance of the sales team. This
will result in customers turning away
from the company's goods hence
reduced sales.
Sales coordinator will ensure all customer
complaints are resolved without undue delay
so as to retain their confidence with the
company.

3. Ineffective advertisement due to lack of
proper skills and knowledge by the sales
representatives. This leads to customers
not recognizing their products hence
small sales.
Sales manager will ensure his/her team is
competent enough by training them them to
acquire skills in conjunction with human
resource department.

Page 12 of 19
 SALES DEPARTMENT

6.3 Opportunity management

No. OPPORTUNITY MANAGEMENT

1. Increased number of sales due to improved
and effective advertisement and
promotion. This will enable the sales
department achieving set targets and thus
meeting company's objectives.
Sales manager will ensure there is effective
advertisement and promotion by preparing
adequate budget and also ensuring his/her
team is fully equipped with necessary skills
and knowledge.

2. Consistent customer satisfaction due to Sales representatives will ensure timely

timely deliveries and addressing their delivery of goods to customers while sales
complaints without undue delay. This will coordinators will respond quickly to
help to retain the customers thus address customer complaints.
maintaining sales.

3. High performance in sales team due to Sales manager will find ways to motivate
motivation of the team. This will enable the the staff of his/her department so as to
department meet its targets and increase their zeal give good results.
company's objectives.

Page 13 of 19
 SALES DEPARTMENT

7. RECORDS

7.1 General
This section describes all the records required for effective and efficient operation of sales
department in Montine Foods Ltd.

7.2 Customer complaints' records

Sales Coordinator will prepare records for customers’ complaints by filling the form
MFL/SAL/DPT/CCF-00 2019 (see clause 9.3.2). These records will be filed in orderly manner
according to serial numbers in the file SAL-CCR-01 and the file be kept in Sales Coordinator's
locker.

7.3 Customer feedback records

Sales Representative will prepare records for customer feedback by filling the form
MFL/SAL/DPT/CFF-00 2019 (see clause 9.3.3). These records will be filed in orderly manner
according to serial numbers in the file SAL-CFR-01 and the file be kept in Sales Representative's
locker.

7.4 Sales receipts records

Sales Representative will prepare records for cash sales by filling the form MFL/SAL/DPT/CSRF-
00 2019 (see clause 9.3.4). These records will be filed in orderly manner according to serial
numbers in the file SAL-CSRR-01 and the file be kept in Sales Representative's locker.

Page 14 of 19
 SALES DEPARTMENT

8. RECORD OF AMENDMENTS MADE TO THE PROCEDURE

Amended by Reviewed by Approved by

Name Sales Manager Quality Management Managing Director

Representative

Signature

Date

DESCRIPTION OF CHANGE:

Page 15 of 19
 SALES DEPARTMENT

9. APPENDICES

9.1 Acronyms
 CCF- Customer complaints form

 CFF- Customer feedback form

 DPT- Department

 MFLC- Montine Foods Limited Company

 SAL- Sales

 SM- Sales Manager

 Ref- Reference

 SOP- Standard Operating Procedure

9.2 Terms and definitions

TERM DEFINITION

CONTINUAL Recurring activity to increase the ability to fulfill requirements.

IMPROVEMENT

EFFECTIVESS Extent to which planned activities have been realized and planned
results achieved.

EFFICIENCY Relationship between resources used and results achieved.

PACKING Enclosure of something in package or box.

RECEIPT Document showing that cash transaction has been made.

Page 16 of 19
 SALES DEPARTMENT

9.3 Forms

9.3.1 General
This section outlines the forms required to be filled for the purpose of retaining records.

9.3.2 Customer Complaints Form

MONTINE FOODS LIMITED DEPARTMENT OF SALES S/No: .........

CUSTOMER COMPLAINTS' FORM Ref: MFL/SAL/DPT/CCF/00 2019

PREPARED BY: SM DATE: 01/04/19 APPROVED BY: MD DATE: 01/04/19

CUSTOMER NAME: SUBJECT OF COMPLAINT:

DATE COMPLAINT RECEIVED: …………………….RECEIVED BY WHO: ……………….. SIGN: ……………..

DESCRIPTION OF THE COMPLAINT:

ACTIONS TAKEN TO ADDRESS THE COMPLAINTS:

BY WHO:

SIGNATURE: DATE:

Page 17 of 19
 SALES DEPARTMENT

9.3.3 Customer Feedback Form

MONTINE FOODS LIMITED DEPARTMENT OF SALES S/No.........

CUSTOMER FEEDBACK FORM Ref: MFL/SAL/DPT/CFF/00 2019

PREPARED BY: SM DATE: 01/04/19 APPROVED BY: MD DATE: 01/04/19

CUSTOMER NAME: ……………………. SUBJECT OF FEEDBACK: ………………………….

DATE FEEDBACK RECEIVED: ……………….. RECEIVED BY: …………….. SIGN: ………………

METHOD USED TO COLLECT FEEDBACK:

DESCRIPTION OF THE CUSTOMER'S FEEDBACK:

IMPORTANCE OF CUSTOMER FEEDBACK RECEIVED:

Page 18 of 19
 SALES DEPARTMENT

9.3.4 Cash Sale Receipt Form

CASH SALE RECEIPT Ref: MFL/SAL/DPT/CSRF-00 2019 S/No: ...
PREPARED BY: SM DATE: 01/04/19 APPROVED BY: MD DATE: 01/04/19

MONTINE FOODS LIMITED CONTACTS: To be filled

in duplicate
P.O BOX 322-00100, Tel: +254718743440

NAIROBI. Email: montinefoods@gmail.com

Customer's Name: ......................................... Date: ...........................

Quantity Particulars @ KSH CTS

TOTAL AMOUNT PAID

Received by: ........................... Signature: ......................

Page 19 of 19