The global skills and competency framework for the digital world

Sales support SSUP

Providing advice and support to the sales force, customers and sales partners.

Revision notes

Updates for SFIA 9

  • Theme(s) influencing the updates for this skill: Making SFIA easier to consume (enhance readability/guidance/descriptions).
  • You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
  • Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

Sales support can be delivered to a range of roles, such as, but not limited to, the sales force, sales agents, reseller/distributor staff and existing or prospective customers.

This skill includes the provision of technical advice and assistance either in support of customer development or sales activity or in fulfilment of sales obligations.

Activities may include, but are not limited to:

  • providing technical information about products and services
  • assisting in the preparation of sales proposals and presentations
  • conducting product demonstrations
  • responding to customer queries and providing solutions
  • supporting the sales team in understanding customer requirements
  • collaborating with other departments to resolve customer issues
  • maintaining customer relationship management (CRM) systems
  • assisting in post-sale support and customer onboarding.

Understanding the responsibility levels of this skill

Where lower levels are not defined...
  • Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.
Where higher levels are not defined...
  • Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

  • Learning key concepts and principles related to this skill and its impact on your role
  • Performing related skills (see the related SFIA skills)
  • Supporting others who are performing higher level tasks and activities
Where higher levels are not defined...
  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

1 2 3 4 5 6

Sales support: Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Communicates effectively with customers to provide basic information about products and services.

Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints.

Uses sales support systems to retrieve and enter data.

Sales support: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Communicates effectively with customers by telephone and in person.

Assists in providing customer service, including technical advice and guidance on the successful use of products and services.

Assists in devising solutions to customer requirements and solves straightforward problems.

Sales support: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Helps customers to clarify their requirements and documents the conclusions reached.

Contributes to preparing and supporting bids and sales proposals.

Provides customer service, including technical advice and guidance on the successful use of complex products and services.

Sales support: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Works closely with the sales team to help prospects to clarify their requirements.

Devises solutions and assesses their feasibility and practicality.

Demonstrates technical feasibility using physical or simulation models. Resolves technical problems.

Produces estimates of cost and risk and initial project plans to inform sales proposals.

Sales support: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Works closely with the sales team to ensure customers are assisted and advised appropriately.

Ensures reliable cost, effort and risk estimates and project plans are produced.

Manages all sales support activities, taking full responsibility for the technical content of bids and sales proposals.

Establishes metrics to provide data on performance and support continual improvement of sales support activities.

Sales support: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Leads the organisation's sales-related customer service activities to ensure they are aligned with corporate objectives and policy.

Approves proposals and initiates the implementation of development activity in customer services and systems.

Keywords
Guidance notes