The global skills and competency framework for the digital world

Sales support SSUP

The provision of technical advice and assistance to the sales force, sales agents, reseller/distributor staff and existing or prospective customers, either in support of customer development or sales activity or in fulfilment of sales obligations.

Moving to SFIA 8 

There is an updated version of this skill for SFIA 8. 

  • The skill descriptions have been edited for readability and guidance notes have been added 
  • Details available here - SFIA 8 Sales support
  • SFIA 7 skill descriptions will remain available for you to use 
  • Previous SFIA assessments are not impacted by this change. 


Defined at these levels: 1 2 3 4 5 6

Sales support: Level 1

Able to communicate effectively with customers by telephone and provide information about products and services. Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints. Can use databases to retrieve and enter data.

Sales support: Level 2

Communicates effectively with customers by telephone and in person. Assists in the provision of customer service, including technical advice and guidance on matters bearing on the successful use of products and services. Assists in devising solutions to customer requirements and solves straightforward problems.

Sales support: Level 3

Provides customer service, including technical advice and guidance on all matters bearing on the successful use of complex products and services. Helps customers to clarify their requirements; documents the conclusions reached, and contributes to preparing and supporting bids and sales proposals.

Sales support: Level 4

Works closely with the sales team to help prospects to clarify their needs and requirements; devises solutions and assesses their feasibility and practicality. Demonstrates technical feasibility using physical or simulation models. Produces estimates of cost and risk and initial project plans to inform sales proposals. Resolves technical problems.

Sales support: Level 5

Works closely with the sales team to ensure that customers are assisted and advised properly. Ensures that 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 help with the continuous improvement of sales support activities.

Sales support: Level 6

Leads the organisation's customer service activities to ensure that they are aligned with corporate objectives and policy. Approves proposals and initiates the implementation of development activity in customer services and systems.

Sales support: Level 7

This skill is not typically observed when working at this level of responsibility.