MAXIMIZES RESULTS
BY SYSTEMATICALLY MANAGING AN ACCOUNT PLAN
Consistently meets or exceeds sales targets through personally
controlling the critical aspects of the sales and delivery processes;
systematically works each account plan and anticipates problems
in order to work around them; is driven to win customers’
attention and treats their business as an honor, never letting them
feel taken for granted
HIGHS
- Meets or surpasses his sales goals as a means to gain more freedom
and independence
- Maintains personal control over those aspects of the sales and
delivery process identified as top priorities
- Sets high expectations for himself and holds associates to the
same stringent standards of dedication
- Expects to encounter barriers a fair percentage of the time
and prepares to deal with setbacks or delays in order to ensure
the success of his plans
- Concentrates full energy and attention on systematically accomplishing
key tasks
- Places his customers on a pedestal and shows them how valued
they are
LOWS
- May adopt a casual or relaxed approach that fails to project
personal commitment or dedication
- Is comfortable with achieving average results, rising above
the bottom of the performance chart but not striving to be the
best
- Adopts a more interdependent and team-oriented approach to accomplishing
goals
- May depend too much on fate or ‘being in the right place
at the right time’ rather than plan and work to make things
happen
- Expects his account management plan to proceed without the need
for careful monitoring and contingencies
- Can take customer relationships for granted and may not work
at continually demonstrating his appreciation for the business
DRIVEN TO PRODUCE BY INCREASING SALES TO EXISTING ACCOUNTS
Motivated to advance in a sales career by increasing the product
diversity offered to existing accounts; concentrates on finding
avenues to generate increased sales from established accounts; works
to increase revenue by identifying additional products to complement
what is currently sold to the existing customer base
HIGHS
- Driven to generate growth through account penetration and referral
and directs effort toward building sales
- Unwilling to settle for maintaining the status quo in generating
revenue or increasing sales just incrementally
- Prefers the efficiency of increasing sales with existing customers
to spending the time cultivating new accounts
- Takes advantage of opportunities to penetrate existing accounts
via new product applications
- Builds business with existing accounts by utilizing creative
means to answer their needs with his products
LOWS
- May be satisfied with moderate growth in sales
- Diverts resources from his sales effort to respond to administrative
tasks
- May offer what is familiar to existing customers rather than
build a repertoire of products or services that can match additional
needs
WORKS THE SYSTEM FOR THE CUSTOMER
Shows skill and ease at working in groups; works with others to
achieve better results and forges close working relationships and
alliances in order to get things done; is quick to cooperate versus
expect others to bend to his wishes; supports joint ownership and
shared recognition for results; recognizes the advantages of group
participation in planning and problem solving
HIGHS
- Works collaboratively in a group effort to effectively accomplish
a goal or task
- Puts team and management objectives ahead of his own
- Performs own role effectively on the team and helps team members
as needed
- Forges working relationships and alliances with others in order
to get things done
- Willing to compromise and give others the benefit of the doubt
when he disagrees
- Proactively shares information, ideas, suggestions and support
- Encourages joint ownership and shared recognition for results
LOWS
- Functions as more of an individualist than as a team player
- Finds it simpler or more convenient to focus independently on
his own tasks or direction
- Prefers to exercise personal control over results and outcomes
- Is more likely to emerge as a leader than an equal player
- Believes compromise for the sake of cooperation can potentially
threaten the quality of the end result
- Wants to be personally recognized for individual contributions
EDUCATES CUSTOMERS THROUGH STRUCTURED TRAINING
Helps the customer to gain maximum benefit from the product or
service by committing to continuous education that provides information
updates or product training; prepares more structured sessions to
cover the most critical areas of learning; stays on top of information
needed by customers in an effort to serve as a resource; takes responsibility
for motivating customers to update their information; reinforces
shared information through periodic repetition; routinely adjusts
education process to address individual and group progress or understanding
HIGHS
- Prepares scheduled and consistent programs to train or educate
others
- Establishes measurable criteria for assessing progress in the
learning process
- Demonstrates patience and a willingness to repeat or reinforce
ideas and information until the audience understands
- Focuses training sessions on those competencies that will make
a difference in the group’s ultimate effectiveness
- Concentrates more on the results produced or change accomplished
through his training than with how attractive or entertaining
the training can be
LOWS
- Prefers one-on-one training or a more loosely organized curriculum
to the structured requirements of a scheduled class session
- Expects the people he is training to be self-motivated to learn
and becomes impatient when required to repeat or reinforce information
he has already covered
- Does not implement a tracking process for assessing the effectiveness
of his teaching efforts or the progress of his trainees
- Enjoys working on content delivery and may be more concerned
with the audience’s assessment of his public speaking skills
than with the subject matter
- Tries to make the training entertaining at the expense of providing
only relevant information
PROMOTES CUSTOMER RELATIONS BY SOLICITING FEEDBACK
Seeks customer feedback regularly to verify satisfaction and uncover
minor issues which could escalate if left unattended; solicits suggestions
for continuous improvement and demonstrates personal attention to
the customer even when there is no problem; listens to feedback
without judgment or defensiveness, remaining focused on results
rather than personal feelings; stays logical and objective and refrains
from expressing personal frustrations to the customer; ensures future
business by anticipating and removing potential sources of dissatisfaction
HIGHS
- Demonstrates continued personal attention to the customer, calling
regularly and soliciting suggestions for improvement
- Is disciplined and consistent in initiating contact with the
intent of monitoring satisfaction and detecting potential problems
- Welcomes opportunities to demonstrate his willingness to make
the customer’s experience even better
- Aims emotional intensity at addressing a customer’s needs
or concerns, not at the customer personally
- Does not allow the mood or feeling about a customer to alter
the degree or quality of the follow-up
- Maintains a business relationship versus a social relationship
in 90% of the contact
LOWS
- Assumes that a customer will make him aware of problems but
is otherwise satisfied
- Tends to ‘let sleeping dogs lie’ and is reticent
to probe for problems that may be in the early stage of development
- Finds it difficult to keep emotions in check and remain logical
when presented with suggestions for improvement
- Takes customer feedback or criticism as a personal jab and may
inappropriately display a negative response
RESPONDS AT ANY HOUR
Organizes time to cover ongoing priorities and will make arrangements
to cover whenever absence is unavoidable; understands that rewards
are commensurate with effort and invests the time to get the job
done; uses time efficiently during regularly scheduled hours so
that extra hours are not inevitable, but is responsive to additional
requirements or demands when necessary
HIGHS
- Makes himself available after hours to respond to the needs
of both internal and external customers
- Organized and efficient in how he spends his time during the
day so that the need to work unscheduled hours is the exception
rather than the rule
- Resists the distraction of nonwork-related issues that can interfere
with his coverage of ongoing priorities
- Accepts that his strong sense of duty to those who are counting
on him cannot always be met during regular working hours
- Prepares a back-up system to cover unpredictable or unpreventable
overloads in his absence
LOWS
- Believes his personal time is off-limits and may resist interrupting
his leisure activities to deal with work demands
- Loses control of his action list and can become overwhelmed
by ongoing priorities, making the inevitable extended hours a
continuing source of frustration
- Allows outside distractions, commitments or time demands to
consistently take priority and prevent an efficient use of his
time and resources
- Fails to put into place systems or resources to cover customer
needs when he is unprepared or unavailable
- Prefers to personally handle all customer requirements, creating
delays in the response time when he is not available to take immediate
action
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