Skill description
Providing advice and support to the sales force, customers and sales partners.
Guidance notes
Sales support can be delivered to a range of roles, such as, but not limited to, the sales force, sales agents, reseller/distributor staff and existing or prospective customers.
This skill includes the provision of technical advice and assistance either in support of customer development or sales activity or in fulfilment of sales obligations.
Activities may include, but are not limited to:
- providing technical information about products and services.
- assisting in the preparation of sales proposals and presentations.
- conducting product demonstrations.
- responding to customer queries and providing solutions.
- supporting the sales team in understanding customer requirements.
- collaborating with other departments to resolve customer issues.
- maintaining customer relationship management (CRM) systems.
- assisting in post-sale support and customer onboarding.
Level 1Follow
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 2Assist
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 3Apply
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 4Enable
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 5Ensure, advise
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 6Initiate, influence
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.
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