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What actually is sales support?
Sales support in a broad sense describes all activity conducted by your sales representatives that is not selling. According to Forbes, sales representatives still spend less than 36 percent of their work hours actively selling. So what are they doing? Additional tasks generally fall into 4 different categories;
- Customer service tasks
- Administrative support
- Sales training and product knowledge
- Lead qualification and management
Customer service tasks
The day to interactions with customers that are not selling products or services. Handling customer inquiries, provide product information, address customer concerns, and proactively resolving them. These customer service interactions are essential for maintaining positive and strong customer relationships, ultimately strengthening brand loyalty and positive word of mouth.
Administrative support
Administration is the bane of every sales representatives working day. It could be updating and inputting information into databases or a CRM system, communicating and managing sales documentation and records or even keeping customers updated with confirmations and invoices.
Sales training and product knowledge
Product knowledge is key in a sales environment and enables sales representatives to build trust with the client whilst discussing questions and queries. Without a consistent and structured way of delivering product knowledge you might be under preparing members of your sales team. The scheduling, management and delivery of product knowledge is a key support aspects alongside general sales training and coaching.
Lead qualification and management
Not every lead is created equal. Pre-qualifying leads can save a large amount of time and sales resource allowing you to maximise sales activity. Some leads may need further research through data or market analysis. Sales funnel management and analysis can provide you with the insight as to what issues are causing you bottlenecks or where your next major opportunity may come from.
So if you need a helping hand providing greater customer service, increasing sales team productivity and streamlining administrative tasks get in touch.
Davis & Moth 