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Copyright © Mercuri International
The Global Sales
Excellence Survey
Powerful and practical
insight from the world’s
best ...
The Global Sales Excellence Survey
What are the differences between higher, middle and lower
performing companies?
What ar...
The Global Sales Excellence Survey
Copyright © Mercuri International
926 responses
500 global small, medium
and large ente...
The Global Sales Excellence Survey
926
responses
Copyright © Mercuri International
Copyright © Mercuri International
Sales Excellence and Strategy
Implementation ‘Health Check’*
*You have this self- assess...
The Top 10 Drivers for Sales Excellence
1. The image of ‘sales’ inside the
company is Excellent
Copyright © Mercuri Intern...
Non-aligned KPIs
Fault lines between
departments Sales HRProductionIT Logistics Finance
What Makes Sales Excellence Harder...
3. The overall sales strategy is
clearly defined
Copyright © Mercuri International
4. The sales strategy is fully
document...
PROBLEM!
Only 20% of
companies’ strategies
are understood on a
day to day basis
by the front line (and
customer facing) st...
60% under perform
40% over perform
PROBLEM!
12% of
sales people
make 50% of
total results
% of Sales Team
Research:
Perfor...
Copyright © Mercuri International
PROBLEM!
Line Managers can
‘dampen the pendulum’
Mercuri Research;
‘Strategy Leakage’
Market Situation?
Current
Results
Current
Customer
Portfolio
Current Sales
& Service
Activities
Current Sales
& Service
Co...
6. A blended
approach is used
when developing
the competence
of sales staff
i.e. e-learning or virtual learning
combined w...
Mercuri research
Only 17%
PROBLEM!
Only 17% of a sales organisation’s time
is spent on direct customer work
Problem Solved!
The only three sales factors
we can influence
Copyright © Mercuri International
1. Quantity,
2. Direction
...
7. A detailed description of the steps of the sales
process is documented in written form
Copyright © Mercuri Internationa...
Problem Solved!
Sales Process Excellence; DAPA
Copyright © Mercuri International
D
A
P
A
efinition of the customer’s requi...
Working Platform
Activity working
on ‘live’ opportunities
not yet converted
Market Platform
Activity to identify and
activ...
9. Each member of the sales team has a
systematic account management planning
process for each of their customers
Copyrigh...
88
499
57
644
16
222
44
282
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
No
Yes
You need an exclusive sales force
for Key C...
10. CRM tools are an integral part of the company,
populated with relevant information and
regularly updated by sales team...
You need to actively enable tech tools
Instant Market Data and Customer News
(Providing ‘compelling events’ to create pote...
53
318 44 415
40
245
23
308
11
158
34
203
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
never
each 2-4 years
annually
How of...
You need to continuously improve
every ‘Moment of Truth’
A short story by way of example
Copyright © Mercuri International
• SAS - Scandinavian Airline System
(National airline of...
‘Moments of Truth’
“A ‘moment of truth’
is an episode in which a customer comes into contact
with any aspect of the compan...
What Jan did next……
Copyright © Mercuri International
• He spent 6 months working through each and
every role in the organ...
The Result?
Copyright © Mercuri International
And now?
A $54m
profit
last year
• Survival!
• Happier customers
• Happier s...
Customer service doesn’t work without internal service.
Service America
Improving Our ‘Moments of Truth’External is connec...
In a nutshell!
Sales Excellence
should include
everyone, in every
way, everyday….
In a planned way.
Copyright © Mercuri In...
ACTION PLANNING
Ready?
Complete your
self-assessment
Copyright © Mercuri International
Copyright © Mercuri International
Thank You
How can we help you
to achieve more?
We take your sales, service and leadershi...
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The Global Sales Excellence Survey is packed with powerful and practical insight from the world’s best performing companies.

It comes with a self-assessment document that you can request from Mat at Mercuri via matthew-everitt@mercuri.co.uk

It answers 2 key questions;

1) What are the differences between higher, middle and lower performing companies?
2) What are the sales excellence factors that the better performing companies concentrate on?

Established in 1960,the survey is brought to you by Mercuri International and data from 15,000 client cases, 250,000 participants, and 60 + industry sectors, every year.

We take your sales to a higher level.
http://mercuri.co.uk/how-can-mercuri-international-help

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How to create sales excellence and implement strategy - Mercuri International

  1. 1. Copyright © Mercuri International The Global Sales Excellence Survey Powerful and practical insight from the world’s best performing companies Taking Sales to a Higher Level Established in 1960, 15,000 client cases, 250,000 participants per year, 60 + sectors Matthew Everitt Mercuri International +44 7572 343 341, matthew-everitt@mercuri.co.uk
  2. 2. The Global Sales Excellence Survey What are the differences between higher, middle and lower performing companies? What are the sales excellence factors that the better performing companies concentrate on? Copyright © Mercuri International
  3. 3. The Global Sales Excellence Survey Copyright © Mercuri International 926 responses 500 global small, medium and large enterprises 53 statements concerning sales practices High, medium and low performers / comparison Banking, Finance & Insurance Chemical Construction Consumer Goods, Retail Logistics & Automotive Manufacturing, Industry Pharma & Medical Devices Software, IT Telecommunications Utilities
  4. 4. The Global Sales Excellence Survey 926 responses Copyright © Mercuri International
  5. 5. Copyright © Mercuri International Sales Excellence and Strategy Implementation ‘Health Check’* *You have this self- assessment to complete yourself with this insight document
  6. 6. The Top 10 Drivers for Sales Excellence 1. The image of ‘sales’ inside the company is Excellent Copyright © Mercuri International 2. The corporate structure fully supports sales through cross functional approaches from different departments (e.g. matrix structures)
  7. 7. Non-aligned KPIs Fault lines between departments Sales HRProductionIT Logistics Finance What Makes Sales Excellence Harder? Copyright © Mercuri International Culture Clash! Mergers, Acquisitions Different Offices SALES IT PRODUCTION QUALITY LOGISTICS FINANCE SALES IT PRODUCTION QUALITY LOGISTICS FINANCE
  8. 8. 3. The overall sales strategy is clearly defined Copyright © Mercuri International 4. The sales strategy is fully documented in writing 5. Specific sales topics within the corporate strategy are defined explicitly The Top 10 Drivers for Sales Excellence
  9. 9. PROBLEM! Only 20% of companies’ strategies are understood on a day to day basis by the front line (and customer facing) staff Mercuri Research; Comprehension & Retention Copyright © Mercuri International
  10. 10. 60% under perform 40% over perform PROBLEM! 12% of sales people make 50% of total results % of Sales Team Research: Performance against objectives+ - 10 20 30 40 50 60 70 80 90 100 Copyright © Mercuri International Poor Strategy Implementation; Performance Variance
  11. 11. Copyright © Mercuri International PROBLEM! Line Managers can ‘dampen the pendulum’ Mercuri Research; ‘Strategy Leakage’
  12. 12. Market Situation? Current Results Current Customer Portfolio Current Sales & Service Activities Current Sales & Service Competencies Future Customer Portfolio Future Sales & Service Activities Future Sales & Service Competencies Market Strategy? Problem Solved! How to improve Strategy Implementation Copyright © Mercuri International Future Results
  13. 13. 6. A blended approach is used when developing the competence of sales staff i.e. e-learning or virtual learning combined with coaching and face to face training Copyright © Mercuri International The Top 10 Drivers for Sales Excellence
  14. 14. Mercuri research Only 17% PROBLEM! Only 17% of a sales organisation’s time is spent on direct customer work
  15. 15. Problem Solved! The only three sales factors we can influence Copyright © Mercuri International 1. Quantity, 2. Direction 3. and Quality of Sales Activity
  16. 16. 7. A detailed description of the steps of the sales process is documented in written form Copyright © Mercuri International 8. Each step of the sales process has defined training modules, checklists and supporting instruments and tools The Top 10 Drivers for Sales Excellence
  17. 17. Problem Solved! Sales Process Excellence; DAPA Copyright © Mercuri International D A P A efinition of the customer’s requirements cceptance of the requirements by the customer roof that we can fulfil the customer’s requirements cceptance of the proof by the customer
  18. 18. Working Platform Activity working on ‘live’ opportunities not yet converted Market Platform Activity to identify and activate potential opportunities Buying Platform Activity on converted opportunities designed to maintain and grow Problem Solved! Sales Process Excellence: The Sales Platform Model Copyright © Mercuri International New Customer Selection? Approach?Sales process? Account Growth? Conversion of sales? Brick-Walling?
  19. 19. 9. Each member of the sales team has a systematic account management planning process for each of their customers Copyright © Mercuri International The Top 10 Drivers for Sales Excellence
  20. 20. 88 499 57 644 16 222 44 282 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% No Yes You need an exclusive sales force for Key Customers Do you have a dedicated sales force for Key Customers? Top Sales Companies Middle AllBottom Copyright © Mercuri International
  21. 21. 10. CRM tools are an integral part of the company, populated with relevant information and regularly updated by sales teams Copyright © Mercuri International The Top 10 Drivers for Sales Excellence
  22. 22. You need to actively enable tech tools Instant Market Data and Customer News (Providing ‘compelling events’ to create potential sales opportunities) Instant Sales Leads issued immediately in ‘real-time’
  23. 23. 53 318 44 415 40 245 23 308 11 158 34 203 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% never each 2-4 years annually How often do you invest in Customer Satisfaction Survey? Middle AllBottom You need to regularly seek feedback via Customer Satisfaction Surveys Copyright © Mercuri International Top Sales Companies
  24. 24. You need to continuously improve every ‘Moment of Truth’
  25. 25. A short story by way of example Copyright © Mercuri International • SAS - Scandinavian Airline System (National airline of Denmark, Norway & Sweden) • 1981 Appointed New CEO – Jan Carlzon. • 1980 Losing $17m per year • Reputation for being ‘always late’ • Ranked no.14 out of 17 airlines in Europe • Very centralised company to the detriment of customers, shareholders and staff.
  26. 26. ‘Moments of Truth’ “A ‘moment of truth’ is an episode in which a customer comes into contact with any aspect of the company, however remote, and thereby, has an opportunity to form an impression’’. Jan Carlzon – President, Scandinavian Airline Systems Copyright © Mercuri International
  27. 27. What Jan did next…… Copyright © Mercuri International • He spent 6 months working through each and every role in the organisation • Jan appointed a Board Director to each department and demanded the great ideas were turned into action and implemented as new SAS processes • He actively requested ideas from each person • Ideas that were customer focused and did not rely on $millions of investment • The teams had many great ideas, improving the customer experience, breaking down silos, boosting teamship and morale
  28. 28. The Result? Copyright © Mercuri International And now? A $54m profit last year • Survival! • Happier customers • Happier staff • Profitability • Growth • Longevity
  29. 29. Customer service doesn’t work without internal service. Service America Improving Our ‘Moments of Truth’External is connected to Internal
  30. 30. In a nutshell! Sales Excellence should include everyone, in every way, everyday…. In a planned way. Copyright © Mercuri International
  31. 31. ACTION PLANNING Ready? Complete your self-assessment Copyright © Mercuri International
  32. 32. Copyright © Mercuri International Thank You How can we help you to achieve more? We take your sales, service and leadership to a higher level Matthew Everitt Mercuri International +44 7572 343 341, matthew-everitt@mercuri.co.uk
  • MartinHarrison36

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  • teepkiokm

    Dec. 11, 2019
  • BharatKapur1

    Apr. 19, 2018
  • bahaa171

    Nov. 9, 2017
  • kaido_vestberg

    Apr. 29, 2017
  • MatMercuri

    Apr. 28, 2017

The Global Sales Excellence Survey is packed with powerful and practical insight from the world’s best performing companies. It comes with a self-assessment document that you can request from Mat at Mercuri via matthew-everitt@mercuri.co.uk It answers 2 key questions; 1) What are the differences between higher, middle and lower performing companies? 2) What are the sales excellence factors that the better performing companies concentrate on? Established in 1960,the survey is brought to you by Mercuri International and data from 15,000 client cases, 250,000 participants, and 60 + industry sectors, every year. We take your sales to a higher level. http://mercuri.co.uk/how-can-mercuri-international-help

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