Sales Rep Training Hub & SOP Library

The problem

The owner’s sales method lived in his head and in a long document nobody finished. Each new rep learned the method by shadowing and learned the CRM by breaking it. Training ate the owner’s time, which was the scarcest thing in the business.

What I built

A training hub the team actually uses, built from the owner’s own sales process:

• Eight modules: discovery questions and the lead form, qualifying, running the call, the application walkthrough, documents and quotes, the internal write-up and hand-off, compliance language (what not to say), and what to do when the CRM stops you.
• A daily walkthrough. A new rep’s day from first login to last call: which list to open, what each alert means, and when to hand a lead back.
• A manager’s guide to assignment, availability, reassignment, and the reports.
• An admin how-to for queue settings, caps, and hours, plus a system reference for the Flows behind them.
• Phone guides for click-to-dial and for adding a new user.

How it works

Every module ties a sales step to the screen where it happens, so the training and the CRM tell the same story. The last module covers the validation rules a rep will hit, why each one exists, and how to get past it the right way.

The method is the owner’s. My job was to structure it, fill the gaps with the system detail, and publish it where a new hire will find it.

Stack

Confluence, Salesforce, with screenshots from the live org.

Where it stands

Published in September 2026 and used to onboard new reps. It gets updated whenever the system changes, so it never drifts from what reps see on screen.