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

·C-View Quality