How Do You Measure Up?

1. Do you have a written sales policy manual that includes definitions and descriptions of all of your core sales processes? Yes No

2. On average, how long does it take to get a new sales lead into the hands of the salesperson, direct and indirect, that is going to follow-up with the prospect? Less than 1 hour About 4 hours Roughly one business day More than one business day I don’t know for certain

3. Have you established a common definition of responsiveness that every salesperson and support person within your organization understands? No Yes

4. What percentage of your sales team has met or exceeded their sales quota over the previous 12 months? Approximately 50% About 75% Less than half More than 90% I don't know for certain

5. Do you have a written corporate sales policy that explicitly states that 100% of all sales leads must be followed up? No Yes

6. On average, how long does it take a salesperson, direct and indirect, to respond to a sales lead once they receive it? Less than a week About one business day Less than 4 hours More than one week I don't know for certain

7. Do you have a CRM system? No Yes

8. On average, how would you describe your current sales team?
(Give percentages by category. Your answers must total 100%. You can tab to get to the next field) Sales pro with in-depth product expertise Sales pro with limited product expertise Product experts with sales experience Product experts with limited sales experience Salespeople with limited sales experience and limited product expertise

9. Lead Follow-up Process We have a written process that details how sales leads are handled and distributed We have a flow chart that shows all the internal steps and personnel involved in handling sales leads We deliberately do not have a process and let the salespeople choose which leads to follow up We just sort of make it up as we go along I don't know for certain

10. Do you offer a 100% satisfaction guaranteed, no questions asked return/refund policy? Yes No

11. My sales manager (complete the sentence): Verifies every day that all sales leads have been followed-up Checks every week that all sales leads have been followed-up Occasionally spot checks that all sales leads have been followed-up Randomly checks sales leads to see if they have been followed-up I don’t know for certain

12. Are your salespeople required to respond to all customer emails and voicemails before the end of the business day they are received? Yes No

13. Lead Conversion Statistics Somewhere between 25% and 50% of all our sales leads are converted to orders About 50% of all sales leads are converted to orders More than 75% of all sales leads are converted to orders Less than 25% of all sales leads are converted to orders I don't know for certain

14. Do you have established responsiveness metrics for your company’s core sales processes? Yes No

15. How often are your critical sales processes and their associated responsiveness metrics analyzed, evaluated and improved? Monthly Quarterly Continually Annually Never

16. On average, how long does it take to respond to customer support questions? Less than 30 minutes About 1-2 hours Less than 4 hours Usually less than 1 business day I don't know for certain

17. Do you regularly train your sales team, direct and indirect, on your core sales processes and associated responsiveness metrics? Yes No

18. On average, how long does it take to resolve customer support issues? Less than 30 minutes About 1-2 hours Less than 4 hours Usually less than 1 business day I don't know for certain

19. How do you use your CRM system? Basically as a contact database We mostly use it as a forecasting tool Some of our salespeople use it more than others All customer interactions are entered, both sales and support I don't know for certain

20. How are your main corporate phone lines answered? Operator – Receptionist Auto-attendant Direct dial to individual extension

21. Sales Manager use of CRM (Check all that apply) Use it to monitor sales progress on prospects Enter my own customer interactions Use it to manage forecast Track daily sales activity of direct reports Never use it

22. Do you have a stand-alone (i,e., dedicated) customer support team? Yes No

23. Senior Management/CEO use of CRM system Refer to it multiple times per day Check it daily Look at it weekly Use it infrequently Never use it

24. Is the email and/or phone number of your CEO available to customers on your website? Email and direct phone line Email only Direct office line only Neither is listed

25. How often do you perform customer satisfaction surveys? Every few years Every year More than once a year Never I don't know for certain

26. Company Size Very Small Business (20 or fewer employees) Small Business (100 or fewer employees) Medium Business (500 of fewer employees) Enterprise (more than 500 employees)

27. Company Sales Focus B2B B2C

28. Company Sales Model Inside Outside Hybrid (inside and outside)

29. 3^rd Party Sales Channels Yes No

30. Select all Channel Types Used Dealers VARs Sales Agents/Manufacturer Rep Firms Distributors

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