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Using These Documents

This page provides practical guidance on how to use the Sales Playbook and Service Catalog in your daily work.

When to Reference Documentation​

During Live Calls​

It's completely acceptable to reference documentation during client calls. Say:

"Let me make sure I give you accurate information on that. Give me just a moment."

This is better than guessing or giving incorrect information.

Before Important Emails​

Before sending significant emails to clients — especially about scope, pricing, or boundaries — check the relevant documentation.

When Preparing Proposals​

Always reference the Service Catalog when preparing proposals to ensure scope is correct.

When Uncertain​

If you're not sure about something, check the documentation first. If it's not covered, escalate.

How to Reference Documentation​

For Scope Questions​

  1. Go to Service Catalog
  2. Check if the service is in Services Offered
  3. Check if it's in Non-Offerings
  4. If neither, escalate

For "How Do I Say This?"​

  1. Go to Sales Playbook
  2. Find the relevant section (presenting, qualifying, saying no, etc.)
  3. Use the approved language patterns

For Pricing​

  1. Go to Pricing Models
  2. Identify the appropriate engagement model
  3. Note what's included and excluded

Quoting Directly​

Some sections are designed to be quoted verbatim to clients:

Non-Offerings​

The Non-Offerings page is written in quotable format. You can read the statements directly to clients or paste them into emails.

Example:

"We do not provide hosting, server management, or infrastructure operations. You are responsible for provisioning and operating your own infrastructure."

Core Philosophy​

The statements in Operating Philosophy can be quoted or paraphrased.

Example:

"We exist to enable, not control. Every engagement should leave you more capable than before, not more dependent on us."

What Documentation Does Not Cover​

Documentation provides guidance, not answers to every situation. When you encounter:

Grey Areas​

Situations that seem like they might fit but you're not sure → Escalate

Novel Requests​

Things we've never been asked before → Escalate

Special Circumstances​

Unusual client situations or constraints → Escalate

Contradictions​

Situations where documentation seems to conflict → Escalate

Keeping Documentation Updated​

If You Find an Error​

Report it immediately. Incorrect documentation is worse than no documentation.

If Something Is Missing​

Note what's missing and report it. Your experience as a new employee reveals gaps.

If Language Doesn't Work​

If approved language consistently fails in real conversations, that's valuable feedback.

Process for Updates​

  1. Document what you found
  2. Report to [designated person/process]
  3. Continue using current documentation until updated
  4. Don't create your own alternative language

Search Tips​

Use the search function to find specific topics:

  • Search for phrases you've heard in conversation
  • Search for client concerns or objections
  • Search for specific services or platforms

Practice Exercises​

After reading the documentation, practice:

  1. Pitch exercise: Describe what we do in 30 seconds without looking at docs
  2. Objection handling: Have a colleague ask you "can you do [non-offering]?" and practice declining
  3. Qualification: Practice asking qualifying questions and evaluating answers
  4. Escalation: Practice recognizing when to escalate vs. when to answer directly