SALES PROCEDURES

REVISION 4: 02/04/2021

1. INTRODUCTION
1.1      PURPOSE
1.2      OBJECTIVE
2. SALES REPRESENTATIVE ROLE AND RESPONSIBILITIES
2.1      OVERVIEW
2.2      SALES PERFORMANCE
2.3      COMPETITOR/MARKET INFORMATION
2.4      RETURNS/BAD GOODS
2.5      ADMINISTRATIVE
3. WORK ORGANIZATION
3.1      DAILY ORGANIZATION
3.2      WEEKENDS AND HOLIDAYS
3.3      ABSENCES
4. SALES PROCEDURES FOR POTENTIAL CUSTOMERS
4.1      QUALIFY LEAD
4.2      PREPARE/PLAN SALES MEETING
4.3      CONDUCT SALES MEETING
4.4      FOLLOW UP
5. SALES PROCEDURES FOR DISTRIBUTORS
6. SAFEPASS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM
6.1      ENTER CONTACT INFORMATION
6.2      LEAD RATING GUIDELINES
APPENDIX A: TBD

List of Figures
FIGURE 1.  SAFEPASS SALES PROCEDURES
FIGURE 2.  SAFEPASS LEAD QUALIFICATION QUESTIONNAIRE
FIGURE 3.  SAFEPASS SALES MEETING PREPARATION CHECKLIST

1. INTRODUCTION

1.1 PURPOSE

This manual will assist the sales team in delivering the highest level of service to SafePass customers and serve as a reference tool for everyday use. It describes the “go to market” practice and is the reference document for all sales personnel when dealing with our customers. This document is intended enhance our ability to sell the SafePass Visitor Management System and ancillary products and services by:

Standardizing best practices in selling across our entire sales force
Utilizing our sales force both effectively and efficiently

1.2 OBJECTIVE

The objectives of this selling manual are to:

Provide the SafePass sales representative with a guideline to the SafePass sales procedures
Assist all sales staff in achieving their respective sales objectives

2. SALES REPRESENTATIVE ROLE AND RESPONSIBILITIES

2.1 OVERVIEW

The success of SafePass as a Company is directly related to the effectiveness of the sales team. Each member of the sales team plays a crucial role which influences both the security of the Company and its employees.

All this may seem like an incredible responsibility. It is! But, selling can also be a lot of fun. It is a challenge to manage the sales territory effectively and a great satisfaction to achieve the goals and objectives by using the acquired knowledge of the collective.

The main responsibilities are related to the following areas:

2.2 SALES PERFORMANCE

Achieve agreed upon sales targets/objectives for the defined territories/accounts which are set by the direct manager
Execute sales orders
Monitor delivery of SafePass products
Coordinate installation of SafePass products
Ensure customer success either directly or through SafePass distributors
Monitor and manage product inventory at assigned accounts
Coordinate product refresh and updates
Maintain good ongoing relationships with customers

2.3 COMPETITOR/MARKET INFORMATION

Provide SafePass management with information on potential new customers, new use cases and any potential market threats and/or new entrants.

2.4 RETURNS/BAD GOODS

Manage any returns and take immediate remedial steps to rectify the situation to ensure customer success and satisfaction.

2.5 ADMINISTRATIVE

Manage (input/edit/update/maintain) all sales related activity in SafePass’ Customer Relationship Management (CRM) software in a timely fashion
Update customer information (e.g., name, addresses, contacts, email, phone, orders) in appropriate SafePass databases
Prepare and send expense reports
Make all sales-related travel arrangements
Prepare for sales meetings
Provide all relevant /requested reports to management

3. WORK ORGANIZATION

3.1 DAILY ORGANIZATION

It is up to the individual to plan and organize each workday using commonly available productivity tools and planners.

3.2 WEEKENDS AND HOLIDAYS

Work on weekends and holidays may be required and requested in specific cases.

3.3 ABSENCES

Absences are only allowed for professional reasons and must be approved by each individual’s direct supervisor.

Illnesses, accidents or other non-expected events must be communicated immediately to a supervisor and/or sales support. When an absence is for more than three days a formal declaration is required.

4. SALES PROCEDURES FOR POTENTIAL CUSTOMERS

The sales procedures are described in the four steps outlined in the rectangular boxes below.

Figure 1. SafePass Sales Procedures

4.1 QUALIFY LEAD

A standard lead scoring method will be used for all leads to ensure the lead is worth pursuing. The scoring method uses an Excel spreadsheet (Sales Lead Scoring Method) that automatically scores the lead based on answers to a series of questions. All valid responses appear in a drop-down menu next to the question.

Figure 2. SafePass Lead Qualification Questionnaire

This tool is in early development and will be calibrated and revised over time. The questions may change and/or be expanded upon and the weighting may change. This is very much a work-in-progress. The goal, however, is an easy-to-use, standard tool to help SafePass focus its sales efforts.

If a lead is determined to be worth pursuing, the immediate next step is to complete an entry into the SafePass Customer Relationship Management (CRM) software. Refer to the CRM appendix for details.

4.2 PREPARE/PLAN SALES MEETING

Each and every sales meeting needs to have adequate preparation to ensure that SafePass puts its best foot forward.

Figure 3. SafePass Sales Meeting Preparation Checklist

Prior to any meeting it is incumbent on the part of SafePass to know about the company.

What does the company do?
How big are they in terms of revenues and number of employees?
What facilities are they looking to use the SafePass Visitor Management System and what is the nature of each facility (office building, factory, school, warehouse, etc.)?
Approximately how many visitors does each facility have per day?
Who will be attending the meeting?
Who is the decision maker?

The most successful meetings are those where we talk to the individual participants, one-on-one, ahead of the meeting to know their issues and concerns.

Given what you have learned in the above steps, determine the objective for the meeting and what is the best SafePass solution to achieve this objective.

Next, develop a presentation that will achieve the meeting’s objective. The presentation should be uncluttered without any fine print so that the focus will be on you and the audience will not be distracting trying to read through detailed slides.

Have an agenda that includes the purpose of the meeting, the proposed topics and the length of the meeting.

Determine who from SafePass should attend and what their roles will be.

Is someone with in-depth technical expertise required?
Is an industry specialist needed?
Is someone with a prior relationship with the potential customer required?

One word of caution: fewer participants from SafePass are better than more participants as it will be easier to allocate speaking time. Note that it is perfectly acceptable not to know all the answers in the room as long as the correct answer is researched and submitted as soon as possible.

Let the prospective customer know, ahead of time, of any special audio-visual equipment that you need and arrive early to ensure that everything is in order for the meeting.

4.3 CONDUCT SALES MEETING

While there are many ideas for a successful meeting, below are a few to keep in mind.

Know the outcome that SafePass is looking for prior to the meeting
When presenting, make sure the focus is on the presenter and don’t have the audience distracted by complicated slides that takes the attention away from the presenter.
Do not dominate the meeting – let the audience members freely participate as people like to be heard.
Be cognizant to the time – fewer slides are better than more slides so there is no need to rush through the presentation and have time for questions and answers.
Immediately stop if the desired outcome is achieved as there is no need to finish the presentation just to finish it (and potentially destroy the momentum).

4.4 FOLLOW UP

Every meeting requires some form of follow-up.

A good practice is to send an email to the meeting participants – immediately following the meeting – recapping the meeting outcomes and outlining the next steps and the timing of these steps. By doing this, expectations for the next interaction will be set and when those interactions will occur; thus, staying in contact without being a nuisance.

5. SALES PROCEDURES FOR DISTRIBUTORS

Once we have qualified a potential distributor and we are beyond the initial discussions, the following steps are required:

Send the potential distributor the SafePass Mutual Non-Disclosure Agreement (MNDA) for their signatures (DocuSign can be used to streamline the process)
Send an invoice for the SafePass Demo Kit
Send the 1-page Distributor Agreement for their review
Send the full Distributor Agreement for their review and signature

For inquiries from Distributors, the steps below are required

6. SAFEPASS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM

SafePass is using Method: CRM for our Customer Relationship Management System.

Log into the account at https://safepassinc.method.me/apps/Default.aspx#/. A first-time user will need to set-up a name and password.

6.1 ENTER CONTACT INFORMATION

There are two types of contacts in the Method: CRM – Active Contacts and Active Leads. All leads are added to the Active Leads. Below are the minimum fields that must be entered.

First Name – contact’s first name
Last Name – contact’s last name
Company Name – name of contact’s company
Assigned To – name of SafePass salesperson assigned to the contact
Email – contact’s preferred email address
Phone – contact’s preferred phone number
Mobile – contact’s mobile phone number
Lead Rating – the choices being “Hot”, “Warm”, “Cold” or blank (refer to next section for the guidelines)
Opt Out of Marketing – check in the contact does not want to receive emails from SafePass
Add Address Information – click on this link (bottom left) to enter contact’s business street, city, state, zip and country

6.2 LEAD RATING GUIDELINES

The guidelines for classifying a Lead Rating are as follows:

Cold – a company that has expressed interest in SafePass
Warm – a company that has requested some form of follow-up
Hot – a company that has progressed beyond the initial follow-up and is in more active discussions with SafePass
Blank – none of the above