Sales support SSUP

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

SFIA 9 is in development

SFIA 9 beta due in early July 2024
SFIA 9 planned for publication October 2024

Guidance notes

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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.

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 reponsibilities.

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 with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Levels

Defined at these levels:

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

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.

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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 databases 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.

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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.

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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 supervises others, works autonomously under general direction, and contributes expertise to deliver team objectives.

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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. 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 achieving workgroup objectives and managing work from analysis to execution and evaluation.

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

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 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, fosters organizational collaboration, and accepts accountability in key areas.

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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.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.