Sales Process Management PDF

**1. Importance of Process Management in Sales** Process management ensures efficiency, effectiveness, and adaptability in sales. A structured process helps deliver value to both the company and its customers by managing resources, reducing waste, and enhancing outcomes​. **2. Main Elements of the...

**1. Importance of Process Management in Sales** Process management ensures efficiency, effectiveness, and adaptability in sales. A structured process helps deliver value to both the company and its customers by managing resources, reducing waste, and enhancing outcomes​. **2. Main Elements of the Selling Process** The **7 Steps of Selling** include: - Prospecting: Identifying potential customers. - Pre-approach: Preparing for the interaction. - Approach: Initial engagement. - Presentation: Offering solutions. - Overcoming objections: Addressing concerns. - Closing: Finalizing the sale. - Follow-up: Ensuring satisfaction​. **3. Lead Generation Process** - **Elements**: Inbound (marketing) and outbound (cold calling, emailing). - **Funnel**: Identify, qualify, nurture, and convert leads. - **Responsibilities**: Sales and marketing collaborate to align goals, communicate, and share tools. - **Measures**: Number of leads, conversion rate, and cost per lead​. **4. 5 Cores and Farming Concept** Both focus on **retaining and growing existing customers**. Farming emphasizes nurturing relationships to enhance share of wallet and customer loyalty​. **5. Increasing Frequency of Utilization** Encouraging customers to use a product/service more often through strategies like promotions and rewards to boost engagement and revenue​. **6. Sales Process Analysis** Involves reviewing and refining steps in the sales process to improve efficiency, reduce costs, and enhance customer satisfaction by evaluating KPIs and identifying bottlenecks​. **7. Complaint Management Process** - **Elements**: Complaint receipt, processing, response, control, and evaluation. - **Targets**: Enhance customer satisfaction, prevent negative reactions, improve products/services, and foster loyalty​. **8. Benefits of Professional Complaint Management** - Improved customer satisfaction and retention. - Enhanced product quality and service. - Reduced churn and cost management​. **9. Four Production Approaches and Order Processing** - **Make-to-stock**: Inventory-based. - **Assemble-to-order**: Customized assembly. - **Make-to-order**: Built per order. - **Engineer-to-order**: Unique, custom solutions. They align with order processing phases like pre-production, production, and post-production​. **10. Face-to-Face Communication** Required when the product is complex, high-stakes, or the customer demands personal interaction​. **11. The Future of Selling is Hybrid** Combines physical and digital sales methods to cater to varied customer preferences and enhance efficiency​. **12. Designing a Sales Organization** From a structural perspective, organizations can choose models like hierarchical, matrix, or modular, balancing power dynamics and functional alignment​. **13. Structure/Processes Follow Strategy** Organizational design and processes should align with strategic goals. For example, a customer-centric strategy might involve restructuring teams into customer-focused units​. **14. Direct vs. Indirect Sales Channels** - **Direct**: Complex products, high bargaining power, limited intermediaries. - **Indirect**: Simple products, widespread customers, cost-effective​. **15. Upsala Model** A framework for internationalization where companies expand incrementally, starting with low-risk modes like exporting, moving to subsidiaries or joint ventures as familiarity increases​. **16. Behavior-Based vs. Outcome-Based Control** - **Behavior-Based**: Focus on sales activities (e.g., number of calls made). - **Outcome-Based**: Focus on results (e.g., sales revenue). Example: A company might reward behaviors like attending training sessions versus achieving sales quotas​. **17. Compensation Methods** Salary, commissions, expense reimbursements, and hybrid plans tailored to roles and organizational goals​. **18. Motivating Different Types of Salespeople** - **Hunters**: Performance-based incentives like bonuses for new accounts. - **Farmers**: Rewards for customer retention and upselling. - **Supporters**: Recognition and role enrichment​.