Sales Procedure

Description

The sales procedure explains how to review the customer’s legal and regulatory requirements before entering into a contract.

according to the ISO 9001 clause 8.2, the company must ensure its ability to meet the customer’s legal and regulatory requirements. Sale operations are a core process in the organization, and according to paragraphs 8-2 of ISO 9001 standard, organizations must comply with the following requirements in this process;

8.2.1 Communication with customers shall include:
a) providing information relating to products and services;
b) handling inquiries, contracts, or orders, including changes;
c) obtaining customer feedback relating to products and services, including customer complaints;
d) handling or controlling customer property;
e) establishing specific requirements for contingency actions, when relevant.
8.2.2 Determining the requirements for products and services
When determining the requirements for the products and services to be offered to customers, the
the organization shall ensure that:
a) the requirements for the products and services are defined, including:
1) any applicable statutory and regulatory requirements;
2) those considered necessary by the organization;
b) the organization can meet the claims for the products and services it offers.
8.2.3 Review of the requirements for products and services
8.2.3.1 The organization shall ensure that it has the ability to meet the requirements for products and
services to be offered to customers. The organization shall conduct a review before committing to supply
products and services to a customer, to include:
a) requirements specified by the customer, including the requirements for delivery and postdelivery
activities;
b) requirements not stated by the customer, but necessary for the specified or intended use, when
known;
c) requirements specified by the organization;
d) statutory and regulatory requirements applicable to the products and services;
e) contract or order requirements differing from those previously expressed.

The organization shall ensure that contract or order requirements differing from those previously
defined are resolved.
The customer’s requirements shall be confirmed by the organization before acceptance when the
customer does not provide a documented statement of their requirements.
NOTE In some situations, such as internet sales, a formal review is impractical for each order. Instead, the
review can cover relevant product information, such as catalogs.
8.2.3.2 The organization shall retain documented information, as applicable:
a) on the results of the review;
b) on any new requirements for the products and services.
8.2.4 Changes to requirements for products and services
The organization shall ensure that relevant documented information is amended, and that relevant
persons are made aware of the changed requirements when the requirements for products and
services are changed.