Category: Relationships and engagement
Subcategory: Sales and bid management
Sales support - SSUP
Providing advice and support to the sales force, customers and sales partners.
Levels:
Level 1:
Description: Communicates effectively with customers to provide basic information about products and services. Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints. Uses sales support systems to retrieve and enter data.
Level 2:
Description: Communicates effectively with customers by telephone and in person. Assists in providing customer service, including technical advice and guidance on the successful use of products and services. Assists in devising solutions to customer requirements and solves straightforward problems.
Level 3:
Description: Helps customers to clarify their requirements and documents the conclusions reached. Contributes to preparing and supporting bids and sales proposals. Provides customer service, including technical advice and guidance on the successful use of complex products and services.
Level 4:
Description: Works closely with the sales team to help prospects to clarify their requirements. Devises solutions and assesses their feasibility and practicality. Demonstrates technical feasibility using physical or simulation models. Resolves technical problems. Produces estimates of cost and risk and initial project plans to inform sales proposals.
Level 5:
Description: Works closely with the sales team to ensure customers are assisted and advised appropriately. Ensures reliable cost, effort and risk estimates and project plans are produced. Manages all sales support activities, taking full responsibility for the technical content of bids and sales proposals. Establishes metrics to provide data on performance and support continual improvement of sales support activities.
Level 6:
Description: Leads the organisation's sales-related customer service activities to ensure they are aligned with corporate objectives and policy. Approves proposals and initiates the implementation of development activity in customer services and systems.