Managing the Sales Process
Following the organization’s sales methodology in applying skills and resources to achieve sales targets.
Level 1 Demonstrates introductory understanding, directing people to the appropriate source for further information.
BEHAVIORS
- Explains the importance of the sales process.
- Identifies the steps involved in the sales process.
- Describes in detail, one or two steps in the sales process.
- Uses all forms of communications (verbal, written, formal presentations, and electronic) in a clear and precise way to communicate with the customer.
QUESTIONS
- Describe a situation where you participated in a sales process.
Probing Questions
* was the situation?
* Which part of the process did you participate in?
* What did you need to accomplish?
* What did you do?
* What was the outcome?
- Describe a situation where you communicated with customers.
Probing Questions
* What was the purpose of communication?
* What did you need to accomplish?
* What did you do?
* What have been the outcomes of your communication?
Level 2 Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.
BEHAVIORS
- Explains own organization’s sales process, including details of all steps.
- Follows the sales process in detail, step-by-step.
- Describes their own position in the sales process at any point in time.
- Matches products to customer needs.
- Networks internally to facilitate external success in the sales process.
QUESTIONS
- Tell me about a situation where you networked internally to facilitate success in the sales process.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do??
* How did it impact the customer?
* What was the end result?
- Using a specific example, describe how you followed the sales process with a customer.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* How did the customer respond?
Level 3 Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.
BEHAVIORS
- Evaluates the effectiveness of the sales process to recommend improvement.
- Facilitates/leads the sales process by mapping it to customer responses.
- Adapts the organization’s sales process to the size, type and style of customers.
- Utilizes customer profile information to develop account strategy and relationships.
- Deploys all available resources to maximize both organization return-on-investment and customers’ desired financial results.
QUESTIONS
- Tell me about a situation when you recommended improvements to an existing sales process.
Probing Questions
* What was the situation?
* What needed to be changed?
* What did you do?
* What was the outcome?
- Tell me about a situation where you adapted the company’s sales process to fit the size and type of the customer.
Probing Questions
* What were the circumstances?
* What did you need to accomplish?
* What did you do that was different?
* How did this work out?
* What did you learn from it?
- Describe a situation where you collaborated with others to maximize return on investment for both the customer and your own organization.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* What was the outcome?
Level 4 Applies the competency in new or complex situations and advises others.
BEHAVIORS
- Implement improvements to the sales process.
- Involves the customer as a partner in the sales process.
- Builds relationships with a network of decision-makers and influencers for each key customer.
- Identifies value-adding products, services, processes, or customized solutions that will be rewarded by customers and their consumers.
QUESTIONS
- Describe a situation when you improved the sales process.
Probing Questions
* What was the circumstance?
* What did you need to do?
* How did you change the process?
* What was the result?
* What did you learn from it?
- Describe a situation where you built a network of relationships within customers in your accounts.
Probing Questions
* What was the situation?
* What connections did you need to build?
* How did you approach these individuals?
* What was the outcome?
Level 5 Develops new approaches and methods in the area. Is recognized as an expert within the organization.
BEHAVIORS
- Develops a sales process for its own organization.
- Manages the execution of the sales process throughout the sales organization.
- Recommends modification to the sales process as a result of a major organizational change or introduction of a new product/service.
- Influences individual and group decisions on category and brand development, as well as supplier availability and visibility to ensure strategic fit and maximize profitability.
- Coaches others on the application of the sales process.
QUESTIONS
- Describe a situation where you developed a sales process for an organization that did not have one.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* How was the process received?
- Describe a situation in which you were responsible for teaching or mentoring junior staff on an organization’s sales process.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* What was the outcome?
- Describe a situation where you changed the existing sales process to accommodate an organizational change.
Probing Questions
* What was the organizational change?
* What made you decide to change the sales process?
* What did you do?
* What were the results?