48_US 95084-095_DelCust.indd95
!POLOGIZE)MMEDIATELY TAKE PERSONALOWNERSHIP OF THE PROBLEM
!CT QUICKLY4HE RULE OF THUMB IS TO ACTWITHIN lVE DAYS
+EEP IN CONTACT!SSURE THE CUSTOMER THAT YOUARE lXING THE PROBLEM
$EAL WITH IT3OLVE THE PROBLEM EITHER INPERSON OR ON THE TELEPHONE
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"UILD9OUR +EY!CCOUNTS
9OUR BEST CUSTOMERS ARE LIKELY TO PRODUCE A LARGEPROPORTION OF YOUR ANNUAL SALES TARGETS ,OOKAFTER THEM PROFESSIONALLY AND YOU SHOULD BUILDA LONG TERM RELATIONSHIP THAT WILL BE OF GROWINGMUTUAL BENElTSO AIM TO BE INVOLVED IN ALLASPECTS OF YOUR KEY ACCOUNTS WORK INCLUDINGPLANNING 4HIS CHAPTER WILL ADVISE YOU HOW TOs )DENTIFY THE PEOPLE IN YOUR ORGANIZATION WHOMYOU WILL NEED TO GET ON BOARD TO HELP YOUGET THE BEST RETURN FROM YOUR KEY ACCOUNTSs "UILD A +EY !CCOUNT 0LAN TO HELP YOU TOMAKE THE BEST USE OF THOSE RESOURCESs 5SE THE PROCESSES OF +EY !CCOUNT -ANAGEMENTTO CREATE A SUCCESSFUL PARTNERSHIP
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&OCUS ON 9OUR "EST #USTOMERS9OUR OBJECTIVE AS A SALESPERSON IS TO APPLY YOUR OWNTIMEAND YOUR ORGANIZATIONS RESOURCESTO MAXIMIZERETURN OR PRODUCTIVITY 3TART BY IDENTIFYING YOUR BESTCUSTOMERS AND lGURING OUT HOW TO KEEP THEM
2ECOGNIZE 9OUR "EST #USTOMERS9OUR BEST CUSTOMERS ARE THOSE WHO WILL PLACE THE MOSTORDERS FOR YOUR PRODUCTS AND SERVICES IN A WAY THAT IS BOTHPROlTABLE AND LONG TERM 4HEY WILL NOT NECESSARILY BE THECUSTOMERS WITH WHOM YOU CURRENTLY DO THE MOST BUSINESS)MAGINE FOR EXAMPLE THAT YOU ARE SELLING ADVERTISING SPACEIN A GOURMET DINING MAGAZINE AND THAT A FAMOUS CHEFOPENS UP A NEW CHAIN OF RESTAURANTS !LTHOUGH YOU ARE NOTCURRENTLY DOING BUSINESS WITH THE CHEF THE HUGE FUTUREPOTENTIAL MEANS THAT HE OR SHE SHOULD BE TREATED AS ONEYOUR hBESTv CUSTOMERS $O NOT IGNORE MAJOR PROSPECTSSIMPLY BECAUSE THEY DO LITTLE BUSINESS WITH YOU AT PRESENT
2ETAIN ,ONG TERM #USTOMERS3ELLING YOUR PRODUCTS AND SERVICES TO EXISTING CUSTOMERS ISMORE COST EFFECTIVE THAN lNDING NEW CUSTOMERS 3TAYUP TO DATE WITH EVENTS IN YOUR BEST CUSTOMERS INDUSTRIES
#USTOMER ANALYSIS THE  RULE
3ALES REVENUE 






.UMBER OF CUSTOMERS
4HE  2ULE 4HIS STATES THAT  PERCENT OF YOUR SALES REVENUE COMES FROM JUST PERCENT OF YOUR CUSTOMERS 4HE EXACT lGURES WILL VARY BUT THERES NO DOUBT THAT YOURMOST PROlTABLE CUSTOMERS DESERVE A SIMILARLY HIGH PROPORTION OF YOUR TIME
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,OOK FOR 4RENDS9OUR BEST CUSTOMERS ARE LIKELY TO BE THOSE OPERATING IN GROWTHINDUSTRIES THAT SHOW SIGNS OF MAINTAINING THAT GROWTH 4O IDENTIFYCUSTOMERS WHO WILL BE MOST IMPORTANT TO YOU IN THE FUTURE
 ,OOK AT THE UNDERLYING TRENDS IN YOUR CUSTOMERS INDUSTRY BYUSING AN INDUSTRY SPECIlC WEBSITE OR STUDYING THE REPORTS ANDACCOUNTS OF YOUR CUSTOMERS AND THEIR COMPETITORS "E PREPARED TO CHANGE YOUR FOCUS FROM ONE CUSTOMER TOANOTHER IF FOR EXAMPLE ONE CUSTOMER IS INCREASING PROlTSFASTER THAN ANOTHER)F IN EXAMINING THE TRENDS IN THE INDUSTRY YOU CURRENTLY SELL TO YOUlND THAT THE INDUSTRY IS IN DECLINE LOOK AT THE PRACTICALITIES OFOPENING UP PROSPECTS IN ANOTHER INDUSTRY
SO THAT YOU CAN ANTICIPATE WHERE NEW OPPORTUNITIES MAYARISE FOR THEMAND BY DEFAULT YOU &OR EXAMPLE SUPPOSEYOUR BEST CUSTOMER SELLS TIRES AND EXHAUST SYSTEMS AND YOUHAVE NOTICED PUBLICITY ABOUT ACOMPETITOR WHO IS PLANNING A HUGEEXPANSION OF OUTLETS ON THE)DENTIFY YOUROUTSKIRTS OF MEDIUM SIZE TOWNSBESTCUSTOMERS)F YOU ANTICIPATE THE IMPACT THATAND ANTICIPATETHIS WILL HAVE ON YOUR CUSTOMERTHEIR FUTUREAND TAKE STEPS TO lND OUT WHATIS BEING PLANNED TO COUNTER THENEEDSTHREAT THEN YOU WILL HAVE THE EDGEON YOUR COMPETITORS )F HOWEVERYOU AVOID DEALING WITH THE ISSUE UNTIL THE NEW COMPETITORARRIVES YOU WILL BE IN NO BETTER SITUATION THAN YOURCOMPETITORSEVEN THOUGH YOU ARE AN EXISTING SUPPLIER3O YOU WILL HAVE WEAKENED YOUR POSITION
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"UILD 9OUR !CCOUNT 4EAM)F YOU ARE A SALESPERSON OR ACCOUNT MANAGER RESPONSIBLEFOR KEY CUSTOMERS PERSUADE YOUR ORGANIZATION TO GIVE YOUTHE RESOURCES YOU NEED TO MAXIMIZE PROlTS FROM THE ACCOUNT
)DENTIFY 3TAKEHOLDERS4O SECURE THE NECESSARY RESOURCES MAKE SURE THAT YOUIDENTIFY ALL THE PEOPLE WHO HAVE A STAKE IN THE SUCCESSOF YOUR KEY ACCOUNTS 4HERE MAY BE SEVERAL STAKEHOLDERSWITH A DIRECT OR INDIRECT IMPACT ON HOW YOUR ORGANIZATIONDEVELOPS ITS BUSINESS WITH YOUR KEY ACCOUNTS &OR EXAMPLEMARKETING PEOPLE WILL BE INTERESTED IN TRENDS IN YOUR CUSTOMERSINDUSTRY AS WELL AS FUTURE REQUIREMENTS 3IMILARLY THERESEARCH AND DEVELOPMENT PEOPLE NEED TO KEEP ABREAST OF
0OSSIBLE 3TAKEHOLDERS AND 4HEIR 2OLES34!+%(/,$%2
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9OUR MANAGER
-EETS WITH THE CUSTOMER REGULARLY PERHAPS AT A MORESENIOR LEVEL THAN YOU 2EPRESENTS YOUR REQUIREMENTS FORYOUR CUSTOMERS TO THE REST OF THE ORGANIZATION
/THER ACCOUNTMANAGERS
4HESE MAY BE RESPONSIBLE ON A GEOGRAPHIC BASIS AND WILLINCLUDE SALESPEOPLE WORKING ON THE SAME CUSTOMERACCOUNT OVERSEAS 2ESPONSIBLE IN THEIR TERRITORY FOR SALESAND FOR CARRYING OUT THE ACCOUNT STRATEGY
-AINTENANCEMANAGER
-AY MEET WITH CUSTOMERS REGULARLY PERHAPS ON A QUARTERLYBASIS 2ESPONSIBLE FOR CUSTOMER SATISFACTION TARGETS
3UPPORTMANAGER
-AY MEET WITH CUSTOMERS FROM TIME TO TIME !LLOCATERESOURCES TO KEY ACCOUNTS ACCORDING TO THEIR PRIORITIES
-AINTENANCEENGINEERS
2ESPONSIBLE FOR MEETING SERVICE TARGETS AND FOR FEEDINGBACK INFORMATION TO YOU ABOUT EVENTS AT THE ACCOUNT
0RODUCTIONREPRESENTATIVE
0ROVIDER OF PRODUCTS AND SERVICES TO YOUR KEY ACCOUNTS-UST BE KEPT UP TO DATE WITH THE ACCOUNTS CHANGINGREQUIREMENTS 7ILL ALSO PROBABLY NEED TO MEET THECUSTOMER OCCASIONALLY
&INANCIALADMINISTRATOR
2ESPONSIBLE FOR CORRECT BILLING AND OTHER ADMINISTRATIVEARRANGEMENTS ON YOUR KEY ACCOUNT -AY ALSO ADVISE THEORGANIZATION ON THE lNANCIAL VIABILITY OF YOUR PLANS
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2OLE 0LAY 3TRUCTURED ROLE PLAY TO EXPLORE THE POTENTIAL SCENARIOS THAT CAN CROP UPWITH KEY ACCOUNT CUSTOMERS WILL HELP THE DIFFERENT MEMBERS OF YOUR SALES TEAM TOFOCUS MORE EFFECTIVELY ON CUSTOMER SATISFACTION
YOUR CUSTOMERS REQUIREMENTS ALONG WITH ANY RELEVANTINFORMATION ABOUT COMPETITIVE PRODUCTS "EFORE PREPARING ACUSTOMER DEVELOPMENT PLAN ENSURE THAT YOU HAVE A COMPLETELIST OF THESE STAKEHOLDERS AND HAVE AGREED ON THEIR ROLES
'ET 2ESOURCES!CCOUNT MANAGERS DO NOT HAVE DIRECT CONTROL OVER THERESOURCESIN THIS INSTANCE PEOPLETHAT THEY WANT TOAPPLY TO THEIR ACCOUNTS 9OU MUST THEREFORE TRY TO CONVINCETHE APPROPRIATE MANAGERS TO DIRECT SOME OF THEIR RESOURCESTO YOUR ACCOUNTS BY DEVELOPING A RESOURCE PLAN4HE RESOURCE PLAN SHOULD IDENTIFY THE RETURN ON THEINVESTMENT IN YOUR CUSTOMER OF THESE RESOURCES IN TERMSOF SALES AND PROlTS &ORM BOTH THE STAKEHOLDERS AND THERESOURCES INTO A hVIRTUALv TEAM WHO ARE ENGAGED REGULARLYOR FROM TIME TO TIME WITH YOUR ACCOUNT
4)0 -EET INFORMALLY WITH STAKEHOLDERS AND TEAM
MEMBERS AS WELL AS FORMALLY TO DISCUSS ACCOUNT PROGRESS
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5SE THE +EY !CCOUNT 0ROCESS-ANAGE YOUR KEY ACCOUNT USING AN ACCOUNT MANAGEMENTPROCESS TO PRODUCE A KEY ACCOUNT 4HE PLANS OBJECTIVE ISTO MANAGE RELATIONSHIPS MAINTAIN SATISFACTION ANDPRODUCE ORDERS AND REVENUE NOW AND IN THE LONG TERM
+NOW THE 0ROCESS!N !CCOUNT $EVELOPMENT 0LAN COVERS EVERY ASPECT OF YOURLONG TERM RELATIONSHIP WITH YOUR KEY ACCOUNT CUSTOMERAND HELPS YOU TO DEVELOP THE hWORKING PARTNERSHIPv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lTABLEOPPORTUNITIES AND SALES



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2EVIEW 0ROGRESS
t
4%#(.)15%3
&ROM TIME TO TIME REVIEWTO PRACTICEYOUR PROGRESS IN THE KEYAREAS 2ECORD PROGRESS ON)F YOU ARE A KEY ACCOUNTA SUMMARY SHEET AND USEMANAGER YOU MUST LEARNIT TO INFORM THE ACCOUNTSHOW TO FOSTER THE TOTALOTHER STAKEHOLDERS 4HECOMMITMENT OF STAKEHOLDERSKEY AREAS AREAND THEIR RESOURCES TO YOUROWN KEY ACCOUNTs ,EVEL OF CONTACT$OYOU HAVE ACCESS TO THE%NCOURAGE THIS TYPE OFKEY PEOPLECOMMITMENT IN THE FUTURE BYSHOWING YOUR APPRECIATION OFs #USTOMER SATISFACTIONANY CONTRIBUTION THEY HAVE MADE(OW WELL DO YOU MEETLARGE OR SMALL TO YOUR SUCCESSYOUR TARGETSWITH THAT CUSTOMERs !CCOUNT PLANNING(OW 3PEAK TO THE KEY RESOURCESWELL DEVELOPED IS YOURREGULARLY TO STAY UP TO DATEPLAN AND DO YOU HAVEWITH THEIR ACTIVITIES AND THANKTHE RESOURCES TOTHEM FOR THEIR HELPIMPLEMENT IT 3END EMAILS AND NOTES TO ALLs #OMPETITIVE POSITIONTHOSE WHO HAVE MADE A!RE YOU MAKINGCONTRIBUTION THANKING THEMPROGRESS OR LOSING OUTAND COPYING IN THEIR MANAGERTO COMPETITORS #ONSIDER ORGANIZING AN ANNUALs 3TRATEGIC AREAS!REOR QUARTERLY AWARD FORYOU SELLING TO AREASEXCEPTIONAL CONTRIBUTIONS FROMTHAT ARE STRATEGIC TOYOUR hVIRTUALv TEAM MEMBERSTHE CUSTOMERS OVERALLSUCCESS AND ARE YOUAWARE OF YOUR CUSTOMERS PLANS FOR MOVING FORWARDs 0IPELINE$O YOU HAVE ENOUGH PROSPECTIVE SALES TO HITYOUR SALES TARGETSs -ARKET SHARE)S YOUR SHARE OF THE CUSTOMERS BUSINESSRISING OR FALLING
4)0 !LWAYS GIVE THE RELEVANT MANAGERS ADVANCE
NOTICE OF WHEN YOU WILL NEED THEIR RESOURCES SUCH ASSTAFF SO THAT THEY CAN PLAN TO MAKE THEM AVAILABLE
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#RITICAL 3UCCESS &ACTORS$EVELOP YOUR POSITION IN YOUR KEY ACCOUNT WITH ACTIVITIESTHAT CONCENTRATE ON KEY AREAS FOR SUCCESS )MPROVE THENUMBER AND SENIORITY OF THE KEY PEOPLE IN THE ACCOUNTAND REMEMBER ALWAYS TO PROMOTE CUSTOMER SATISFACTION
3ELL (IGH 3ELL 7IDE)N MAJOR ORGANIZATIONS A LARGE NUMBER OF DIVERSE PEOPLECAN HAVE A DIRECT OR INDIRECT IMPACT ON YOUR SUCCESS IN A KEYACCOUNT 4HE BENElTS OF HAVING A WIDE RANGE OF CONTACTSPREFERABLY RIGHT TO THE TOP OF THE ORGANIZATION AREs 4HAT THEY WILL GIVE YOU GOOD ACCESS TO THE ORGANIZATIONSFUTURE PLANS HELPING YOU TO IDENTIFY FUTURE OPPORTUNITIESs 4HAT YOU WILL BE IN TOUCH WITH PEOPLE WHO ARE IN A POSITIONTO INSTRUCT PEOPLE BELOW THEM TO BUY FROM YOU OR WILLBE ABLE TO BYPASS PROCEDURES THAT ARE HOLDING YOU UPs 4HAT THEY CAN SAFEGUARD YOU FROM BEING SIDE STEPPED BYA COMPETITOR WHO IS TALKING AT A HIGHER LEVEL THAN YOU
"ROADEN 9OUR #ONTACTS "ASE)F YOU DO NOT HAVE A BROAD RANGE OF CONTACTS IN YOUR ACCOUNT TRYHOLDING A MINI CONFERENCE ON A TOPIC RELATED TO YOUR PRODUCTS ANDSERVICES !SK SOMEONE WHO IS NOT PART OF YOUR ORGANIZATION TOMAKE A SHORT PRESENTATION ON THE TOPIC AND TAKE QUESTIONS FROMTHE mOOR 2EMEMBER THAT THE PURPOSE OF THE MEETING IS TO BUILD ALIST OF PROSPECTS AND OTHER SIGNIlCANT CONTACTS THAT YOU CAN USE INSUBSEQUENT SALES CAMPAIGNS $O NOT TREAT IT AS A SELLING EVENT
 !SSURE THE RECIPIENTS OF YOUR INVITATIONS THAT THE PURPOSE OFTHE EVENT IS TO INFORMNOT SELL+EEPYOUR PROMISE AND AVOID PRESSURING ANYONE TO TALK ABOUTBUYING YOUR PRODUCTS (AVE POSTERS AND HANDOUTS THAT FEATURE SUPPLIERS OTHER THANYOUR ORGANIZATIONEXCLUDE DIRECT COMPETITORS
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#!3% STUDY 3ELLING TO 3CHOOLS%LENA A FORMER TEACHER WAS ASTATIONERY SALESPERSON 3HE KNEWTHAT LOCAL SCHOOLS EACH HADA BUDGET FOR THE TYPES OF PRODUCTSTHAT SHE SOLD SO SHE MADE SHORTPRESENTATIONS TO TEACHERS ANDADMINISTRATORS $ESPITE AN EXCELLENTRESPONSE SHE DID NOT GET ANYORDERS 2EALIZING THERE WAS APROBLEM SHE CONTACTED A COLLEAGUEAT HER OLD SCHOOL (E EXPLAINED THATWHILE THERE WAS A BUDGET AT SCHOOLLEVEL ALL SUPPLIERS HAD TO BE ON Ah0REFERRED 3UPPLIER ,ISTv DRAWN UPBY THE SCHOOL DISTRICT %LENA WENT TOSEE THEM PRESENTED HER CASE ANDWAS DULY PUT ON THE LIST /RDERS
STARTED COMING IN AND SHE RESOLVEDTO MAINTAIN A MUCH WIDER LEVEL OFCONTACT IN FUTUREs "Y BEING PROACTIVE AND MAKINGCONTACT WITH A FORMER COLLEAGUE%LENA WAS ABLE TO ESTABLISH THATSHE WAS NOT TALKING TO THE PEOPLEWITH THE AUTHORITY TO BUY 3HE THENTOOK STEPS TO RECTIFY THE PROBLEMs %LENAS INITIAL IGNORANCE OF THESYSTEM ALERTED HER TO THE FACT THATSHE NEEDED TO WIDEN HER CIRCLE OFCONTACTS 3HE REALIZED THAT THISWAY SHE WOULD BE BETTER INFORMEDAND BETTER PLACED TO TAKE ADVANTAGEOF ANY FUTURE OPPORTUNITIES
-AKE SURE YOU CULTIVATE A WIDE RANGE OF CONTACTS BYAPPROACHING ALL THE DIVISIONS AND DEPARTMENTS IN YOUR KEYACCOUNT TO LOOK FOR OPPORTUNITIES 9OUR CONTACTS WILL THENBE MORE LIKELY TO APPROACH YOU lRST SHOULD THEY NEED YOURPRODUCTS AND SERVICES IN THE FUTURE
!GREE #USTOMER 3ATISFACTION 4ARGETS)F YOUR CUSTOMERS ARE NOT COMPLETELY SATISlED WITH YOURPERFORMANCE THEY WILL BE UNWILLING TO BUY PRODUCTS ORSERVICES FROM YOU IN THE FUTURE 3ET PERFORMANCE TARGETSREVIEW THESE REGULARLY AND ADDRESS WEAKNESSES AS THEYAPPEAR 4HIS IS ESPECIALLY IMPORTANT WHEN CUSTOMERS ARELOCKED IN TO YOUR PRODUCTS AND SERVICES FAILURE TO MONITORPERFORMANCE TARGETS ENSURES THATBECAUSE THE ORDERSCONTINUE TO COME INDISSATISFACTION GOES UNDETECTED 4HISBUILDS RESENTMENT AND VIRTUALLY GUARANTEES THAT CUSTOMERSWILL GO ELSEWHERE AS SOON THEY ARE FREE TO DO SO
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THINK
3-!24)F YOU ARE FACED BY A COMPETITOR IN A KEY AREA OF ANACCOUNT DIVERT THEIR RESOURCES TO AN AREA IN THEACCOUNT THAT IS NOT YOUR MAIN TARGET FOR THE NEXT SALE3UPPOSE YOU WANT TO MAKE A SALE IN THE 3PARE 0ARTSDEPARTMENT OF A CAR MANUFACTURER 9OUR COMPETITOR HAS A LOTOF BUSINESS IN THE 0RODUCTION DEPARTMENT 3IMULATE A MAJORATTACK ON 0RODUCTION BY REDIRECTING A LIMITED AMOUNT OFSELLING EFFORT 4HE CURRENT SUPPLIER WILL THEN PUT EXTRA EFFORT IN0RODUCTION LEAVING YOU FREE TO SELL IN 3PARE 0ARTS
#ONSIDER THE 3TRATEGIC 3ITUATION7HEN APPROACHING AN IMPORTANT ACCOUNT WHERE YOUCURRENTLY DO LITTLE OR NO BUSINESS ALWAYS TRY TO BREAK INTOTHE STRATEGIC HEART OF THE ORGANIZATION )N A COMPETITIVESITUATION SUCCESS TENDS TO GO TO SUPPLIERS INVOLVED IN THOSEAREAS OF THE KEY ACCOUNT THAT THECUSTOMER REGARDS AS STRATEGICALLYIMPORTANT )MAGINE FOR EXAMPLE/RGANIZATIONSTHAT YOU SELL POWDER COATING TO ASPEND MORE ONFORGE THAT MAKES GATES AND FENCESAREAS THEY VIEW4HE FORGES MAIN BUSINESSAS STRATEGICALLYHOWEVER IS SHELVING AND OTHERlXTURES FOR WAREHOUSES ANDIMPORTANTOFlCESSO YOU ARE SELLING TO ANON STRATEGIC DIVISION (OWEVERYOUR COMPETITOR WORKING IN THE MAIN BUSINESSES IS ALREADYAT THE STRATEGIC HEART OF THE ORGANIZATION GIVING THEMACCESS TO TOP MANAGEMENT AND PUTTING THEM IN A STRONGERPOSITION !S A RESULT THEY WILL SEE AN OPPORTUNITY TO REPLACEYOU AS THE SUPPLIER 2EALISTICALLY YOU HAVE TWO ALTERNATIVESs -AXIMIZE YOUR EFFORTS TO GET A FOOTHOLD IN THE OTHERBUSINESS AND EVENTUALLY SUCCEEDs 2ECONSIDER WHETHER THIS ACCOUNT DESERVES THE SPECIALSTATUS OF A KEY ACCOUNT " 5 ) , $ 9/ 5 2 + % 9 !##/ 5 . 4 3
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9OU CAN MAKE MORE FRIENDS IN TWO MONTHS BY BECOMINGMORE INTERESTED IN OTHER PEOPLE THAN YOU CAN IN TWOYEARS BY TRYING TO GET PEOPLE INTERESTED IN YOU
w
$ALE #ARNEGIE
-AKE 3URE 0ERFORMANCE -EETS %XPECTATIONS
!S A MANAGER OF A BUSY ACCOUNT THAT IS BUYING AND USING ALARGE NUMBER OF YOUR PRODUCTS AND SERVICES YOU WILL HAVETO DEVOTE A SIGNIlCANT AMOUNT OF TIME TO ENSURING THATYOUR ORGANIZATION PERFORMS TO EXPECTATIONS%NSURE THAT YOU DO NOT FALL BEHIND WITH PROSPECTING FORNEW SALES IN BOTH YOUR EXISTING AREAS OF ACTIVITY AND IN NEWDIVISIONS THAT YOU HAVE NOT YET PENETRATED #HECK TOOTHAT YOU HAVE ENOUGH PROSPECTS TO ACHIEVE SUCCESS IN YOURMONTHLY QUARTERLY AND ANNUAL TARGETS !ND ALWAYS BALANCETHE TIME YOU PUT INTO IMPROVING YOUR LONG TERMRELATIONSHIP WITH THE BASICS OF PROSPECTING AND SELLING
!NALYZE 9OUR -ARKET 3HARE! KEY ACCOUNT IS LIKE A MARKET 4HOSE PARTS OF THE OR