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Contents 1 Sales Force Effectiveness Measurement 1.1 General Measures That Are Part Of Sales Force Effectiveness Measurement 1.1.1 Service Call Profiles 1.1.2 Evaluation of Call Objective 1.1.3 Sales Person Descriptive Evaluation 1.1.4 Service Attribute Associations That Can Be Related To Sales Person Characteristics: 1.1.5 Content Evaluation 1.1.6 Behavioral Performance Evaluations 1.1.7 Overall Evaluation

[edit] Sales Force Effectiveness Measurement

Sales force effectiveness evaluation is a combination of measures that focus on the activities, the level of performance associated with those activities, and the effectiveness in terms of producing the desired and measurable effect or goal. Often sales force effectiveness is measured as a multiple part survey completed by the sales person, the client (evaluating the sales call), and the supervisor responsible for evaluating the sales person.

[edit] General Measures That Are Part Of Sales Force Effectiveness Measurement

[edit] Service Call Profiles

Type of Sales Calls
Number of calls
Classification of customers called upon (new customer, existing customer, first call)

[edit] Evaluation of Call Objective

Purpose of the call (maintenance, follow-up, present new product, order taking)
Goals of the call

[edit] Sales Person Descriptive Evaluation

Matrix of sales person attribute items: Friendly, knowledgeable, accessible (easy to reach), prompt service, courteous, well groomed, accurately presented information, explained service policy

[edit] Service Attribute Associations That Can Be Related To Sales Person Characteristics:

For example: What was it about your sales representative that impressed you about the product: courteousness, patient, well mannered, listened carefully, friendly, responsive, enthusiastic to your ideas and needs?

[edit] Content Evaluation

Evaluation of information presented (plus evaluation of tools or methods used by the sales rep to persuade)

[edit] Behavioral Performance Evaluations

Identifying cost-saving opportunities
Improving productivity
Identifying product knowledge and need for training
Predicting and explaining turnover
Reducing absenteeism
Identifying areas of ethics, honesty, and value concerns
Strengthening management skills and training
Evaluating customer-service problem areas and issues
Identifying communication bottlenecks and problem areas
Sales person's benchmarking of your organization's progress relative to competitors in the industry
Gauging sales person's understanding of and agreement with corporate rules, policies, and mission

[edit] Overall Evaluation

Overall evaluation of the sales person
What was one outstanding impression of your last encounter with the sales representative?
Did the sales person meet your needs?