WhatsApp Sales & Order SOP Playbook
Standard operating procedures for managing commercial customer inquiries, quick response queues, payment confirmation, and dispatch logistics on WhatsApp.
What's Included in This Resource
1. Fast Response SLAs
Setting strict 3-minute initial response targets and automated out-of-office routing to prevent prospective buyers from messaging competitors.
2. The 8 Objection-Handling Scripts
Word-for-word copy templates to handle common objections: price sensitivity, trust verification, pay-on-delivery demands, and delayed responses.
3. Order Confirmation & Receipt Template
Structured message format for collecting delivery addresses, state, landmark, phone number, and alternate contact without back-and-forth friction.
4. Dispatch Rider Handover Protocol
Checklist for packaging verification, rider phone briefing, customer dispatch tracking SMS, and delivery completion confirmation.
5. Shift Handoff & Multi-Staff Routing
Rules for tagging unread chats, assigning high-ticket inquiries to senior reps, and closing daily open customer ticket logs.
How to Use in Your Business
1. Download the template file to your local computer or Google Drive.
2. Customize the placeholders with your business name, staff roles, and pricing rules.
3. Conduct a 20-minute training walkthrough with your team to review the workflow standards.