Page
Effective Support of the Sales Process
Completion requirements
View
Considerable opportunities exist for developing customer service through the sales force. The audit should assess the level of customer service awareness within the sales force and look at the potential for increasing motivation to build service.
The sales force receives information on products and marketing development from all product groups. The audit will consider whether the customer service information they receive is relevant to their information needs and whether it is presented in a convenient persuasive form.
The audit will consider all the channels of sales force communication available to assess which would be the most effective for customer service messages.
Use the following indicators to determine effective support:
- Measure the contributions of customer service programmes to the sales process
- Awareness of customer service support material
- Use and value of support material
- Perceive sales support requirements
- Interview with sales force and sales managers
- Audit of customer service programmes
- Develop model of sales process/deliverables