Onboarding & Enablement Guide
This document is for new hires, partners, and internal training. It explains how to use this documentation effectively and avoid common mistakes.
Purpose
This guide helps you:
- Understand how to use the Sales Playbook and Service Catalog together
- Learn the correct language for client communication
- Avoid mistakes that new employees commonly make
- Know where to escalate when you're uncertain
Your First Week
Day 1-2: Read Everything
- Read the Welcome page completely
- Read the entire Sales Playbook section
- Read the entire Service Catalog section
- Read this Onboarding Guide
This is not optional reading. These documents define how we work.
Day 3-5: Internalize Key Sections
Focus on memorizing:
- Presenting Services — You'll use this constantly
- Non-Offerings — You must know these boundaries
- Client Ownership — Fundamental to our model
Week 2+: Practice and Reference
- Shadow experienced team members in client conversations
- Reference these documents during calls (it's expected, not a weakness)
- Ask questions when something isn't clear
- Provide feedback on documentation gaps
How This Documentation Works
Sales Playbook = "How to Sell"
The Sales Playbook tells you how to communicate with prospects and clients. It's prescriptive — follow it.
Use it for:
- Approved language and phrases
- Qualification questions
- Handling objections
- Knowing when to say no
Service Catalog = "What We Offer"
The Service Catalog tells you what we do and don't do. It's definitive — quote it.
Use it for:
- Confirming scope questions
- Pricing model guidance
- Explicit non-offerings (quote directly)
- Client responsibility clarity
Using Them Together
Scenario: Client asks if we can host their system
- Check Service Catalog → Non-Offerings confirms we don't do hosting
- Check Sales Playbook → Saying No tells you how to decline
- Respond using approved language and offer alternatives
Scenario: Client asks about pricing
- Check Service Catalog → Pricing explains our models
- Check Sales Playbook → Explaining Trade-offs helps communicate constraints
- Respond with clarity about what's included and excluded
Section Contents
- Using These Docs — Practical guidance on referencing documentation
- Language Guide — Correct words and phrases to use
- Common Mistakes — What new employees get wrong
- Escalation Paths — Where to go when uncertain