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SALES SUPPORT TRAINING - Coggle Diagram
SALES SUPPORT TRAINING
This training manual has been created to help guide you in your new role; from the first week on the job until you’re well-established and using this guide as a reminder of best-practices in the future.
SS offers creative suggestions, provide alternative solutions for problem-solving, helps ensure the success of the sales teams in achieving their sales goal.
SS purpose is to provide a one stop shop for reps and designed to save them time by assisting in the servicing of accounts, troubleshooting and being a general resource to the teams.
When there are open territories, SS, will ensure the territory is serviced and revenue not negatively impacted during the absence of a rep.
SOLUTION SELLING
Helping the customer realize the scope and severity of their problems and opportunities. - . - Developing solutions with the customer, not presenting what you think are solutions. -
Challenging the customer’s assumptions and exposing “blind spots”. - Partnering with a customer to solve a problem together, not just handing them the tools to solve their own problems
Brokering whatever capabilities are needed, not just those you sell.
PRODUCTION & EDITORIAL
Portfolio Managers
These are regionally based individuals who own a specific portfolio and are responsible for the strategy for that portfolio in the EMEA region
When working on new editions or new product proposals, they may utilise knowledge from accounts of where we can win new business or transition business from print to digital. You can go to them for product information, especially via EMEA Product and Digital on Spark.
Content Development
When a Portfolio Manager has gained approval for a new edition or a new product, our content development team are the ones who work with the authors and execute on the plan. They know our local products well and build granular knowledge on the print content, approach and digital content that form the product.
they commission the subject matter experts / contributors who build our digital content (i.e. Connect2, SmartBook) and support our print products (i.e. case studies
Production
Our production team manage our printing, manufacturing and all of our print and electronic custom products.
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FINANCE
Discuss additional discounts and new business models with Finance before agreeing them with the customer
MARKETING 
Instead of finding customers with mass advertising and email blasts, we are now focusing on being found and learning to build continuous relationships with potential buyers
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CUSTOMER SERVICE
To request an invoice/order to be processed, you need to email: EMEA CS-UK emea_uk_ireland@mheducation.com and this will create a case on SFDC
You must submit a PO as part of your invoice request. You will need to get this from your customer so that we can invoice correctly, and so that CM can follow up the invoice for payment
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ACTIVITY
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Discovers – you will engage with possible customers by researching and targeting potential leads; learn facts and gather data. You will contact customers, via email, phone, webex, meetings, etc. You may also receive MQL’s (Marketing Qualified Leads) which are much warmer leads for you to follow up on. SFDC Pipeline Management: Prospect/Recognized Needs [see SFDC definitions
Explores – you will ‘needs’ find to understand the customer and whether there is an alignment between the customers vision and MHE’s abilities. Avoid confirmation bias! If you have to assume a need – it’s time for more probing questions to help you overcome objections now, and in the future. SFDC Pipeline Management: Identify Reqs & Evaluate Options
Shapes – present solution and develop a desire. Prepare an agenda! – “here’s what I think you’re trying to do…is that right?” Lead with the need and make sure you’re talking about the benefits. SFDC Pipeline Management: Resolve Concerns
Selects – agreement on solution and gaining commitment from the customer. SFDC Pipeline Management: Adopted/Decision to Buy
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CREDIT CONTROL
Always check if account is overdue as this may hold orders up for you and your customer. If the customer does not have a credit account, then payment needs to be made before supply of goods, by credit card OR bank transfer – we do not accept cheque payments
Setting Up A Customer Account Please ensure that any new account is set up and has a credit facility before distributing product (especially digital product) to customers