This policy procedure sets out how customer enquiries are recorded, what every quote must contain, and how an accepted quote is acknowledged and passed to operations.

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This policy template is supplied in fully editable MS Word format and can be easily customised and edited. The document uses pre-defined style formatting throughout, with all text in Calibri font for improved readability.
The following document labelling is included in the footer:

• Policy number and title
• Information-classification
• Version
• Page number / total pages

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Further Reading

Further guidance on requirements for products and services:

• ISO 9001 Clause 8.2 - Requirements for Products and Services
• Quality Management Systems
• The Process Approach
• ISO 9001 knowledge base

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Enquiries, Quotes and Sales Policy Procedure Template

The Enquiries, Quotes and Sales Policy Procedure is a Word template that sets out how a business deals with customer enquiries, issues quotes and handles accepted sales. It covers the details to confirm and record for each enquiry, how quotes are priced and what they must contain, quote expiry, and acknowledging acceptance before passing the work to operations.

It applies to all enquiries, quotes and sales made by the company and to all employees in all locations. Title, File Location, Issue No, Issue Date, Controlled By and Approved By fields, an Amendment Record and a Business Use classification in the footer support document control.

What the Policy Covers

• Amendment record, summary, scope and applicability - the purpose of the policy, its scope of all enquiries, quotes and sales in all locations, and who it applies to
• Dealing with enquiries - what counts as an enquiry, the customer details to confirm, and recording every enquiry to track trends and conversion to sales
• Issuing quotes - quotes based on the enquiry record and current pricing, senior management agreement for exceptions, what every quote must include and its expiry period
• Sales and quote acceptance - acknowledging acceptance straight away with the quote reference and delivery timescales, checking customer details and passing the job to operations

Built for Consistent Quoting

• A set of customer details to confirm at every enquiry, including the preferred contact method
• Every enquiry recorded so trends and the conversion rate from enquiry to sale can be tracked
• Quotes priced from the current pricing structure unless a member of the senior management team agrees otherwise
• A standard list of quote contents, from a named single point of contact to payment terms and expiry date
• A 30 day quote expiry period unless the quote states otherwise

Who Needs an Enquiries, Quotes and Sales Policy Procedure?

Businesses that take enquiries and issue quotes before selling goods or services, and want every customer dealt with the same way. It is used by the staff who handle enquiries and by the managers who agree pricing.

Using the Policy

Edit the arrangements to match your own, such as the details taken at enquiry, who can agree pricing outside the current structure, what your quotes include and the quote expiry period. Name the person responsible in the Controlled By field, give it top level approval and brief everyone who deals with customer enquiries.

Related Documents

Enquiries and quotes can be logged and followed through on the ER7 Enquiry Quote Register.

From Accepted Quote to Operations

The sales section treats an accepted quote as the continuation of the customer relationship. Acceptance is acknowledged straight away with the quote reference and delivery timescales, any personalisation needed is asked about, customer details are checked, and the quote and its requirements are passed to the operations team.

Recording Every Enquiry

Every enquiry is recorded so the business can see trends and patterns in customer behaviour and track the conversion rate from enquiry to sale. Where the customer wants to go on to receive a quote, that is noted on the same record, and the quote is then built from the details captured.