14
Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

  • Upload
    others

  • View
    5

  • Download
    0

Embed Size (px)

Citation preview

Page 1: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Sales Consulting Firm

Focused exclusively on Sales Force Effectiveness

Leverages the benchmarking method to generate client results

Page 2: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Mystery ShopDiscovery Review

1/1/2011

Page 3: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Methodology

SBI’s mystery shopping methodology is designed to answer one question: “How competitive is your sales force?”

The 3 C’s framework is used to determine:

– Cost- The amount of labor needed to close a sale vs. the competition.

– Competitors- The quality of rep call performance vs. the competition.

– Customers- Length of time to go from inquiry to opportunity vs. the competition.

Page 4: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Case Methodology

The territories that Acme, Inc. services were established.

A representative city from each of the territories was identified.

2 competitor services were mystery shopped.

The consultant stated he was new in his position. He needed help from a rep to make a buying decision.

The consultant made it clear that he was ready to start service in 2 weeks, that he was the decision maker, that he needed Product A. He also wanted to hear about other services he might be able to use.

Note: Each mystery shopping exercise is custom built. Our approach with you will be different. This is meant only to illustrate the process.

Page 5: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Call Summary

WY, UT, CO

WA,OR, ID

CA, NV

VA, MD, DC

ME, RI, MA, CT, NH, NY,

TX, LA, MS

AL, GA, FL

Customer Regions

Denver

Portland

San Jose

D.C.

Boston

Dallas

Miami

Cities Mystery Shopped

Page 6: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Comparative Ease of Use of Communication Systems

Automated PhoneAnswering System

CSR Greeting andInfo Intake

Rep’s Voicemail

box

Call-back from a

Rep

Rep answersthe phone

Current Acme, Inc. Process Typical Competitor Process

Page 7: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Comparative Call Response Time

Average Company ABC time to get a Rep on the phone:

289 minutes

Average Competitor time to get a rep on the phone:

33 seconds

Page 8: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Comparative Call Performance

31%37%

66%

100%

83%

96%

0%

20%

40%

60%

80%

100%

120%

How often the rep attempted to close a deal

How often the rep looked to follow up after the call

How often did the rep record contact information

Acme, Inc.

Competitor

Page 9: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Comparative Rep Assessment

4.33

3.923.89

4.17

3.60

3.70

3.80

3.90

4.00

4.10

4.20

4.30

4.40

Avg Product Knowledge Score Avg Pricing Knowledge Score

Acme, Inc.

Competitor

Rating Scale:1 – Poor2 – Below Average3 – Average4 – Above Average5 – World Class

Page 10: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Conclusions

ACME’s selling cost is not competitive. There is too much labor involved in making a sale.

Acme’s call performance lagged that of its competitors. ACME has a skills issue.

Acme sales cycle takes too long. In some instances, it is 10x slower than the competitors.

Page 11: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

AppendixDiscovery Methodology

Page 12: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Raw Data

Competitor ACME Regional

Automated Answering or Live Pick Up Live Automated

Voice Message Left N/A N/A

Time Elapsed for Return Phone Call (if applicable) N/A N/A

Hold Time (If applicable) None 20 Seconds

Number of Rings if Live Pick Up 2 N/A

Name of Rep Sheila Brian

Did the Rep Do the Following? [5 = Excellent 4 = Good 3 = Average 2 = Fair 1 = Poor]

Display Knowledge of Pricing 4 5

Display Product Knowledge 4 5

Attempt to Gather Pertinent Information to Allow him/her to Close Yes No

Attempt to Close the Deal Yes No

Record Your Contact Information Yes No

Speak to a Follow Up Call Yes No

Total Call Time 6 Minutes 4 Minutes

Hold Time During Conversation (If applicable) N/A Short (10 Seconds)

Was a Quote Emailed at the Conclusion of the Call? No No

Grade of Overall Experience 4 3

The rep displayed adequate pricing and product knowledge and did attempt to close a deal. She recorded my contact information and said she would follow up with me in 48 hours.

The rep displayed excellent product knowledge and was able to answer all of my pricing questions. He did not record my contact information, he did not ask questions that would have allowed him to close a deal. He did not try to follow up with me.

Page 13: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

Discounts offered were inconsistent

Train on financial selling

Aren’t using a transactional

approach

Role play on closing

Training is an event

Continuous training &

improvement

Reps spend too much time in

the field

Establish Inside sales force

The people who answer the

phone aren’t equipped to sell

Either (1) don’t let them sell, or (2) train them

Reps spend too much time handling

customer service issues

Increase utility of service force

Getting a trained rep is difficult for customers

Either train or make the Reps

available

Rep response time to warm leads is

sluggish

Establish acceptable guidelines and accountability

systems

Customer gets confused & frustrated when told that Rep is unavailable, but then CSR attempts to sell

Clear job duties

Ineffective SR Rep Availability

Inefficient Sales Structure

Ineffe

ctive Sale

s Force

Page 14: Sales Consulting Firm Focused exclusively on Sales …Sales Consulting Firm Focused exclusively on Sales Force Effectiveness Leverages the benchmarking method to generate client results

About Sales Benchmark Index

Sales Benchmark Index provides sales consulting services to leading organizations across the private and public sectors. These companies are seeking to increase their rate of revenue growth. Unlike traditional sales improvement approaches, such as software implementations or skills training, we offer superior value because we rely on the benchmarking method to deliver results. This method of sales consulting allows for results to be delivered quickly with little organizational disruption. This is accomplished through the use of best-in-class diagnostic tools and solutions that are supported with verifiable truth. Each project is executed by the most experienced team of advisors in the industry.

Visit our website