PAS 08401:2014 pdf download

PAS 08401:2014 pdf download.Implementing an inside sales management methodology – Guide
1 Scope
This PAS provides guidance on the design and implementation of inside sales management (ISM) including all relevant inside sales activities (ISAs), as part of an overall sales strategy. . This includes selling through the use of all methods for communication at a distance, including: ●telephone (inbound and outbound); ●internet chat (inbound and outbound); ●video conferencing; ●web-based software. It is applicable to all sizes of organization operating in business-to-business sectors in all industries. It is intended for use by senior managers, especially those responsible for sales strategy. This PAS does not address management of field sales activities (i.e. face-to-face meetings with customers).
2 Abbreviations, terms and definitions
For the purposes of this PAS, the fllowing abbreviations, terms and definitions apply. 2.1 Abbreviations ISA inside sales activity(ies) ISM inside sales management ISR inside sales representative PDCA plan, do, check, act (cycle) ROC reason of call 2.2 Terms and definitions 2.2.1 account management maintaining positive relationships with existing customers, leading to the generation of repeat business and extending share of wallet NOTE Usually, account management involves face- to-face meetings with customers and an account manager is therefore usually a face-to-face sales role. However, inside sales organisations can undertake some account management tasks, such as reminders about regular orders, providing information about product upgrades, etc, or be wholy responsible for managing relationships with customers who are small businesses or who do not order very often. Some inside sales organisations have two functions, one focused on the conversion of prospects to customers and another focused on desk-based account management activities. 2.2.2 action plan individual plan for ISR to achieve specific business objectives NOTE might also be referred to as execution plan, implementation plan or call plan. 2.2.3 call plan information to assist ISRs in the preparation and undertaking of telecommunication with potential customers and the achievement of predetermined objectives NOTE This might also be referred to as reason for call (RFC). The use of a script to be fllowed without deviation is not recommended. 2.2.4 campaign sustained and organized programme of activities to generate customer interest in a product, service or special offer NOTE Usually, this would include marketing activity. 2.2.5 face-to-face sales (or field sales) sales activities relying upon interaction between seller and buyer where there is a physical meeting 2.2.6 funnel NOTE also referred to as a ‘pipeline’ aggregation of sales opportunities generated by sales actvities 2.2.7 inbound sales incoming phone/e-mail enquiries from customers NOTE These enquiries may have been stimulated by marketing campaigns. 2.2.8 inside sales activity (ISA) activity intended to result in the sale of products and/ or services using a method for communication at a distance i.e. not-face-to-face with the purchaser NOTE 1 This is also known as telesales. NOTE 2 Inside sales activity is not equivalent to telemarketing.