4/1/2014

Sales Process
Process Description / Proba Lead state Targeted Outcome
Name in Salesforce
bility

Sales Team Responsibility

Milestones

Sales Tools

Customer Buying Process

Marketing responsibility

Attract Strangers and

generate leads

Not looking, Looking at trends,

Information Requested,
Researching, Don't know

Build Interest and

create vision

Unqualified Unqualified lead interacts at our web When a lead have done several
lead
page, download more material,
interaction sales should react by
watch videos, etc.
sales call or sending email.

The lead reaches a certain amount of interaction points

Not looking, Looking at trends,

Information Requested,
Researching, Don't know

Qualify lead /
Prospecting

Qualify
Validate opportunity, schedule a
/Disqualify meeting, validate need
Lead

Contact made, identify, interest,

budget, issues, etc. and
qualify/disqualify lead

Have an interest, believe have a

problem, have a vision, worth
continue research, would like to
have an experience, want to learn
more, looking for options, need
defined
Research option, establish
requirements, determine credibility,
determine requirements, trust-meet
team, determine ROI, assessing,
budget put forward for decision

Build an inbound marketing magnet, Web page, social media, exciting

SEO, Landing Pages, amazing
content, landing pages, Hubspot,
content, etc.
PR, newsletter, customers, success
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Do email lead nurturing, try to
Web page, social media, exciting
connect to lead on social media and content, landing pages, Hubspot,
publish content on social media
PR, newsletter, customers, success
channels
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Web page, social media, exciting
content, landing pages, Hubspot,
PR, newsletter, customers, success
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Provide content that make potential Web page, social media, exciting
customer excited such as webinars, content, landing pages, Hubspot,
whitepapers, etc.
PR, newsletter, customers, success
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Provide content that make potential Web page, social media, exciting
customer excited such as webinars, content, landing pages, Hubspot,
whitepapers, etc.
PR, newsletter, customers, success
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Provide Content that support the
Web page, social media, exciting
suggested value proposition
content, landing pages, Hubspot,
PR, newsletter, customers, success
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Provide competitive information that Web page, social media, exciting
helps sales person to explain our
content, landing pages, Hubspot,
competitive differentiation.
PR, newsletter, customers, success
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.

1. Needs Analysis

Interest is generated and stranger

register to download content.

Contact lead and qualify or

disqualify interest.

Identify key decision drivers, key

needs and how to meet them, steps
& timing of buying process
understood, start building org chart,
identify key players, key decision
makers, influencers
35% Opportunity Full list of all decision makers and all Identify all players in the
All decision makers are documented
decision makers are involved in the organization that are involved in the in CRM system and sales person
purchase process.
purchase. Collect all information
are able to communicate to them.
needed to build the value
proposition.

Discovery questions, success

stories, account audit, referral,
presentations, pre-sales team,
papers on How to run successful
education programs
Discovery questions, success
stories, referrals, pre sales teams,
papers

More people are getting involved in

the purchase and all involved are
having the right information and
understanding, make sure budget is
in place

3. Value Proposition

50% Opportunity Created value proposition presented

for decision makers including
economic buyer. Sales person have
a full understanding of all
expectations, budget is confirmed

Discovery questions, success

stories, account audit, referral,
presentations, pre-sales team,
papers, RFP,/RFQ, Live demo

Defined a need, framing

expectations, exploring options,
reconfirming requirements,
developing case, waiting for you,
looking for excuses,

4. Customer
Commitment

70% Opportunity Customer identifies use as a

preferred vendor both emotionally
and logically

5. Final Bid

75% Opportunity Win-Win solution, objections

navigated, action plan, clear next
step, soft close

6. Negotiation

90% Opportunity Positive decision made, signed

contract, PO provided

Closed - Won

100

Closed - Lost

2. Id Decision Makers

Post Sales - Delight

20% Opportunity Clear next step, do the need match Have meetings, start discussion,
our solution? Team introduced,
identify needs, do rough estimates,
evaluation undertaken, credibility
etc.
established, identify stakeholders,
should we invest in this opportunity?

CRM System, preferred customer

profile, success stories, referrals,
value proposition, discovery
questions, competitive advantages

Customer

Create a strong value proposition

that is tailored to the customer.
Present it and confirm customers
interest and understanding and buy
in. Set up a live demo of our
solution.
Make sure you have identified
competitors. Understand buying
criteria, decision process and
perceived attributes and manage
and verify that the customers has
realistic expectations. Verify
competitive
Deliver
final differentiation.
quote that meet

Customers understanding and

acceptance of the tailored value
proposition, budgetary quote,
budget confirmed

Defined offering, set up negotiation

team, pre-commitment, identify winwin, added value, action plan set,
internal resources set, contract
produced

Review expectations, finalize terms, Contract, referral, technical

delivery defined, payment terms
expertise, sales management
agreed, purchase order produced,
credit approval, Ask for the order

Customers expectations are

Discovery questions, success
realistic, soft close, customer prefers stories, referrals, pre sales teams,
use as the vendor
papers

Project Management, Pricing/Terms, Technical expertise, quote tools,

customers budget, any outstanding Timely response
discovery questions, referral,
questions answered, action plan set,
internal resources
know your value,

Delivery scheduled
Go through internal ordering
processes, Delivery
Unqualified Find out why we lost
Was there anything we could have
lead
done better?
Customer Repeat business, referral, additional Delivery, utilization, paid as agreed
business

Deciding preferred vendor

Signed contract

Contract

Provide content that make potential Web page, social media, exciting
customer excited such as webinars, content, landing pages, Hubspot,
PR, newsletter, customers, success
whitepapers, etc.
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Finalize terms, check references,
Provide content that make potential Web page, social media, exciting
confirm decision, finalize case, gain customer excited such as webinars, content, landing pages, Hubspot,
PR, newsletter, customers, success
approval produce PO, expect follow whitepapers, etc.
up, commitment
stories, infographics, white papers,
power points, videos, trade shows,
conferences, partner marketing, etc.
Expecting delivery
-

File the case in Salesforce

Contract

Expecting delivery

Implement solution, realize value,

validate decision, additional
solutions

Customer nurturing program,

webinars, whitepapers on how to
succeed, on boarding program

Reinstate value, review success,

Endorsements
ask for referral, case study subject,
additional opportunities, market
intelligence

Evaluate options in details,

stakeholders consensus, finalize
case, making excuses, budget
approved

Marketing Support Tools

Suggestion - Sales push tools

Infographics that argue for how to

build successful education programs
and why simulation is important

Infographics that argue for how to

build successful education programs
and why simulation is important

Success Stories papers - Papers

that discuss examples on how to
build a successful training center

Webinars - Several webinars that

will educate potential customer
about how to build successful
education programs.