Accountabilities
Key activities
Overall goals / Typical measures
Customer
- Internal
- External
· Undertake any projects/duties as assigned by the Telesales Manager or Sales Manager Direct Sales
· Act as Tele Sales customers' main contact for DHL, responding and satisfying their sales and post sales requirements.
· Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.
· Manage a portfolio of customers via telephone: Make telephone calls to existing customers on a regular pre-defined call cycle to secure new business and to ensure that individual agreed targets are achieved.
· Provide customer oriented service at all times relating to specific sales issues.
· Value of accounts
· Call rate per day
· Number of accounts
· 35 calls per day
· 40 % Acquisition
· 30 % Development
· 30 % Maintenance
· Bi-weekly sales
· planning sessions
Stakeholder
- Internal
Country Sales Function (Field Sales Group, Telemarketing Group, Telesales Group, Marketing, CS Groups)
· Liase closely with Sales Channels and other departments within DHL to ensure that a full cost effective service is maintained and that target for the area is achieved.
· Ensure co-operation with other members of the sales team and throughout the sales force.
Process
· Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximizes growth within the existing client base so that the required personal sales results are achieved.
· Manage the revenue growth through Up selling and Cross selling tactics to exceed this budget through calls
· Combine sales skills with DHL product/service knowledge and convert the maximum possible prospect leads into accounts, emphasizing those with maximum revenue potential, in order to increase the size and quality of DHL's account holders.
· Continually develop knowledge of DHL's services and general commercial awareness in order to provide the best possible standard of customer service and maximise the department's contribution to the sales function.
· Adhere to regional standards on profit margins and discount guidelines.
· Open new accounts and ensure they trade profitably.
· Ensure all customer agreements are cost sensitive to ensure a suggested minimum pricing tariff is set and adhered too. Any deviation from this tariff requires management agreement and justification.
· Complete daily and weekly reports to measure individual and department effectiveness and provide figures showing weekly productivity of the department.
· Ensure that customer information is maintained accurately on the customer database.
· Call cycle created annually, reviewed quarterly, updated monthly.
· Customer Loyalty