Sales Playbook

This document instructs employees on how to correctly sell and qualify work. It is prescriptive, not descriptive — follow these guidelines exactly.

Purpose

The Sales Playbook exists to:

• Standardize how we describe our services
• Ensure consistent and accurate communication with prospects
• Prevent mis-selling, scope creep, and unrealistic expectations
• Enable ethical, confident sales conversations
• Define clear service boundaries and escalation rules

Core Selling Principles

1. Accuracy Over Optimism

Never promise capabilities we do not have. Never imply services we do not provide. When uncertain, say "I need to confirm that internally" rather than guessing.

2. Qualification Over Volume

A good prospect who understands our model is worth far more than many prospects with misaligned expectations. Spend time qualifying early.

3. Boundaries Over Flexibility

Our boundaries exist for good reasons. Do not bend them to close a deal. A deal closed on false premises becomes a failed engagement.

4. Clarity Over Speed

Take time to explain our model properly. Rushing through explanations creates misunderstandings that surface later as conflicts.

What This Section Covers

• Presenting Services — Approved language and framing
• Qualifying Prospects — Identifying good vs. bad fit
• Explaining Trade-offs — Communicating constraints and risks
• Saying No — Declining out-of-scope or misaligned requests
• Escalation — When and how to escalate internally
• Red Flags — Warning signs that a deal should not proceed

Quick Reference: What We Say vs. What We Don't

Instead of saying...	Say this...
"We can do anything"	"We specialize in open-source business systems consulting"
"We'll handle everything"	"We provide guidance; you maintain ownership and control"
"That won't be a problem"	"Let me explain what that involves and confirm scope"
"We're flexible on that"	"Our model is designed around these specific boundaries"
"We can figure it out"	"I'll confirm internally and get back to you"