📋 Standard Operating Procedure (SOP)

Call Requirements (All Mandatory)

• Minimum 10-minute call duration
• Ask at least 4 of 8 needs assessment questions
• Cover all 5 school information areas
• Provide complete fee breakdown
• Offer campus visit with specific date
• Schedule follow-up call/meeting
• Collect parent email and phone

8 Needs Assessment Questions

Minimum 4 must be asked:

1. What are you looking for in a school?
2. Does your child have any special learning needs?
3. What are your child's interests and hobbies?
4. What is your preferred medium of instruction?
5. What extracurricular activities interest you?
6. What are your transport preferences?
7. Are you considering other schools?
8. How did you hear about our school?

5 School Information Areas

All 5 must be covered:

• Board & Curriculum (CBSE, teaching methodology)
• Faculty qualifications (B.Ed/M.Ed, ratios)
• Facilities & Infrastructure (classrooms, labs, library)
• Activities & Extracurriculars (sports, arts, clubs)
• Safety & Security (CCTV, biometric, protocols)

Fee Breakdown (Complete)

Must provide:

• Admission fee (one-time)
• Annual tuition (with quarterly breakdown)
• Books and uniform costs
• Transport fees (if applicable)
• Activity fees (if applicable)
• Total Year 1 cost
• Scholarship information (if eligible)

Campus Visit

✅ Correct: "Are you free Saturday at 10 AM? I'll arrange a tour."

❌ Wrong: "You can visit if you want."

Objection Handling

Parent says: "Fees are too high"

✅ Good response: "I understand your concern. Let me explain our value - we have 1:15 student-teacher ratio versus 1:30 in most schools. Our facilities include... Would you like to visit to see?"

❌ Bad response: "That's what it costs. If you want quality, pay."