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    Achieve Sales Excellence

    Uploaded by

    Mihai Geambasu
    The document discusses best practices for achieving sales excellence, including understanding customer needs, being accountable and accessible, solving problems innovatively, and adapting to market changes. It provides details on how Timken, a steel manufacturer, applies these practices through their culture, customer segmentation, global operations, and training programs to efficiently serve customers.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Achieve Sales Excellence

    Uploaded by

    Mihai Geambasu
    60 views20 pages
    The document discusses best practices for achieving sales excellence, including understanding customer needs, being accountable and accessible, solving problems innovatively, and adapting to market changes. It provides details on how Timken, a steel manufacturer, applies these practices through their culture, customer segmentation, global operations, and training programs to efficiently serve customers.

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    © © All Rights Reserved

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    The document discusses best practices for achieving sales excellence, including understanding customer needs, being accountable and accessible, solving problems innovatively, and adapting to market changes. It provides details on how Timken, a steel manufacturer, applies these practices through their culture, customer segmentation, global operations, and training programs to efficiently serve customers.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    60 views20 pages

    Achieve Sales Excellence

    Uploaded by

    Mihai Geambasu
    The document discusses best practices for achieving sales excellence, including understanding customer needs, being accountable and accessible, solving problems innovatively, and adapting to market changes. It provides details on how Timken, a steel manufacturer, applies these practices through their culture, customer segmentation, global operations, and training programs to efficiently serve customers.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 20

    1

    Achieve Sales Excellence


    2

    The Hierarchy of Customer Wants

    Outs
    ourci
    Solutions,
    ng
    Not products and
    services

    Substantiated value
    3

    You must…

    • be personally accountable for our desired results


    • understand our business
    • be on our side
    • bring us applications
    • be easily accessible
    • solve our problems
    • be innovative in responding to our needs
    4

    You must be personally accountable for our desired


    results
    Make yourself the single point of contact

    Manage teams of experts

    Be the Return on Investment (ROI) expert

    VENDOR vs. SUPPLIER?


    5

    You must understand our business

    Understand the customer’s customer and/or the beneficiaries of


    your solution

    Understand the “health” of the customer’s company

    Understand the customer’s financial condition


    6

    You must be on our side

    The customer’s side is the only side

    You should beware of vested interests

    Advocacy is most valuable when the customer is NOT present


    7

    You must bring us applications

    Specification Competence
    • Applied product knowledge
    • Granular Customer Knowledge

    Installation Competence

    Integration Competence

    Usage Competence
    8

    You must be easily accessible

    Technology is an enabler of world-class accessibility

    The level and quality of response is the key to world-class


    accessibility

    Preparation means:
    • Anticipating request scenarios
    • Access to resources
    • Offering a game plan
    9

    You must solve our problems

    Problems are inevitable

    Problem-solving is a positive challenge and a valuable


    opportunity

    Blame is counterproductive

    You are personally accountable for problem resolution


    10

    You must be innovative in responding to our needs

    The ability to judge the innovation receptivity and profit


    potential of customers

    A commitment to keep customers up-to-date

    A constant search for new applications


    The ability to recognize unspoken customer needs

    A willingness to try the untested


    11

    8 Questions for Identifying World-Class Sales


    Organizations
    What drives Timken culture?
    How does Timken segment its markets?
    How efficiently does Timken adapt to market changes?
    How are customers served by Timken’s IT initiatives?
    How evolved are Timken’s sales, service, and technical support
    systems?
    How does Timken solicit customer feedback and measure
    customer satisfaction?
    How does Timken recruit and select salespeople?
    How does Timken train and develop its sales force?
    12

    What drives Timken’s culture?

    Ethics & Integrity Quality Teamwork Excellence


    We do what is right We ensure customers Together, we collaborate We innovate with
    under all circumstances, receive the same high- to create real value with passion and operate
    everywhere we conduct quality Timken products, our associates, customers, with a relentless drive
    business.
    no matter where in the suppliers and investors. for superior results.
    world they are made.
    2%
    Cement/Aggregate

    Percentage of Sales
    2%
    Pulp/Paper

    4%
    Construction

    4%
    Civil Aerospace

    5%
    Mining

    5%
    Metals
    8%

    Agriculture
    8%

    Defense
    How does Timken segment its markets?

    8%

    Heavy Truck
    9%

    Energy
    9%

    Rail

    Automotive
    13

    16% 20%

    General Industrial
    14

    How efficiently does Timken adapt to market changes?

    Spherical roller-bearing Industrial gear drive Chain and augers Electric motor Lubrication systems Electric motor
    steel housed unit and repair services repair, related services repair and services
    bearings and elastomeric and up-tower wind
    and steel couplings maintenance
    and repair

    2010 2011 2011 2012 2013 2013

    Industrial gear drive Electric motor repair Split roller Industrial and Industrial couplings Polymer housed unit
    and repair services and services housed unit commercial belts and universal joints bearings and stainless
    bearings steel ball bearings

    2013 2014 2014 2015 2016 2016


    15

    How are customers served by Timken’s IT initiatives?


    16

    How evolved are Timken’s sales, service, and technical


    support systems?

    28 15 Sales by Geography
    countries technology
    and engineering
    centers

    73 60%
    North
    America
    16%
    Asia
    Pacific
    plants and
    7%
    service centers

    25
    Latin
    America
    17%
    Europe,
    Middle

    58
    East,
    logistics Africa
    centers
    sales offices
    17

    How does Timken solicit customer feedback and measure


    customer satisfaction?
    VOC (voice of customer) interviews

    Score Cards

    Monkey Surveys

    SWOT (Strengths, Weaknesses, Opportunities, Threats)


    18

    How does Timken recruit and select salespeople?

    Communication

    Ethics

    Problem recognition and


    solution

    Teamwork
    19

    How does Timken train and develop its sales force?


    Sales Service Application Product Design
    Program Category & Job Role
    Matrix Engineer Engineer Engineer Engineer
    L1 L1 L1 L1
    Level-1 Sales Service Application Design
    Curriculum Curriculum Curriculum Curriculum
    L1+ Europe
    Experienced Hire Sales
    Level-1+ Programs   Application  
    Training Program
    (4-weeks)
    Examples : Pellet Mills, Cage Polymers, Statistics, Metallurgy, Bolts, Lube & Tribology, Tri-ply Seal Torque, 7-Habits,
    Special Request Courses Speed of Trust, 5-Choices, etc.
    Product or Process Launch Examples : Metric Tapers, YRC, Project Orange, Super precision-dual p/n marking, U-Series Expansion, GST & Syber,
    Courses Adapt Soft Launch, Type-E, Deep Groove Ball Bearings (DGBB), CRM Pricing, etc.
    Major Project Program XSell & ConneX
    Required
    Selling Timken Value (STV) (application, sales & service)
    Level-2
    Negotiating Timken Value (NTV) (sales & service)
    Programs  
    Optional Industry specific schools: L2 for China & India in
    Level-2 Key Account Manager Paper, Metals, Maintenance, Canton + Colmar
    Programs Program Aircraft, Machine Tool, etc. (12-weeks)  
    Driving Sales Excellence
    Level-3
    Program Advanced Application Design Training Program (global)
    Programs
    (start September-2018)  
    Sales Functional Competency
    Model On-demand courses in TU
    Individual Development
    On-demand courses in TU MyPath Development Plan
    MyPath Development Plan
    20

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