# [SOP title, e.g. "Handle a discount request"]

**Owner:** [Role or name]  
**Last reviewed:** [YYYY-MM-DD]

Format: flowchart. Use it when the path through the task depends on decisions. The diagram below is written in Mermaid, which renders as a flowchart in GitHub, GitLab, Notion, Obsidian and many other editors. Always keep the written version under it, for anyone reading on a phone or with a screen reader.

## Purpose

[One sentence on why this procedure exists.]

## Roles

| Role | Responsibility |
|---|---|
| [Role] | [What they decide or do] |
| [Approver] | [What they approve] |

## Flowchart

```mermaid
flowchart TD
    A[Start: trigger, e.g. request received] --> B[Step: first action]
    B --> C{Decision: question with a yes or no answer?}
    C -- Yes --> D[Step: action for yes]
    C -- No --> E{Second decision?}
    E -- Yes --> F[Step: action]
    E -- No --> G[Escalate to role]
    D --> H[Step: record the outcome in system]
    F --> H
    G --> H
    H --> I[End: notify who needs to know]
```

## Written version

1. **Start.** [Trigger that starts the procedure.]
2. **[First action].** [Who] [does what].
3. **Decide: [question]?**
   - Yes: [action for yes], then go to step 5.
   - No: go to step 4.
4. **Decide: [second question]?**
   - Yes: [action], then go to step 5.
   - No: escalate to [role] with [information], then go to step 5.
5. **Record the outcome** in [system].
6. **End.** Notify [who] that it is done.

## Exceptions and escalation

- [Situation not covered by the flow]: contact [role].

## Records to keep

- [Record]: [where], kept for [period per your policy]

## Review

[Owner] reviews this SOP every [6 or 12 months], and whenever a decision threshold changes.

---

## Short example

### Handle a discount request

```mermaid
flowchart TD
    A[Customer asks for a discount] --> B[Rep checks the discount policy]
    B --> C{Within the rep's limit of 10%?}
    C -- Yes --> D[Rep applies the discount in the quote]
    C -- No --> E{Deal value over the manager threshold?}
    E -- Yes --> F[Sales manager approves or declines]
    E -- No --> G[Rep offers an alternative such as payment terms]
    D --> H[Note the reason in the CRM]
    F --> H
    G --> H
    H --> I[Send the updated quote]
```

1. **Start.** A customer asks for a discount.
2. **Check the policy.** The rep checks the discount policy at [link].
3. **Decide: is the discount within the rep's limit ([10%])?**
   - Yes: the rep applies it in the quote, then go to step 5.
   - No: go to step 4.
4. **Decide: is the deal value over [$X]?**
   - Yes: the sales manager approves or declines, then go to step 5.
   - No: the rep offers an alternative, such as payment terms, then go to step 5.
5. **Record** the reason for the discount or decline in [CRM].
6. **End.** The rep sends the updated quote.