Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
◆ Customer-Focused Approach
Works without supervision and provides technical guidance when required to orient the seller’s organization around delivering to the key needs of their customers.
◆ Initiates Compelling Sales Conversations
Works without supervision and provides technical guidance when required to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.
◆ Knows the Buying Influences
Works without supervision and provides technical guidance when required to accurately identify and understand the key buying influences pertaining to an opportunity.
◆ Understands Buying Influencer Needs
Works without supervision and provides technical guidance when required to quickly and accurately define the needs of the key buying influencers.
Works without supervision and provides technical guidance when required to quickly and effectively establish trust within the buying centers in the client’s organization.
Works without supervision and provides technical guidance when required to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
◆ Manages Buyer Indifference
Works without supervision and provides technical guidance when required to acknowledge and ask questions to understand the circumstances surrounding client indifference.
Works without supervision and provides technical guidance when required to acknowledge a client’s indifference and gain agreement from the client to discover the root causes of resistance.
◆ Questions Strategically
Works without supervision and provides technical guidance when required to uncover clients’ explicit needs and/or unforeseen opportunities and challenges.
◆ Understands Customer Needs
Works without supervision and provides technical guidance when required to articulate the customer needs in the customer’s business language and business context.
◆ Understands Issues/Motivations
Works without supervision and provides technical guidance when required to quickly identify and accurately articulate why a client does or does not want a change based on their business objectives and challenges.
Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.
Works without supervision and provides technical guidance when required to arrive at mutually beneficial commitments that help move the sales/client relationship forward.
◆ Diagnoses Needs with Questions
Works without supervision and provides technical guidance when required to ask questions that encourage the client to talk openly about their key objectives and challenges.
◆ Effectively Presents Solutions
Works without supervision and provides technical guidance when required to clearly present solutions that link directly to the key objectives and challenges important to the client.
◆ Navigates Customer Challenges
Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
◆ Negotiates Strategically/Tactically
Works without supervision and provides technical guidance when required to facilitate the commercial details of an opportunity such that both parties are satisfied with the value gained.
Works without supervision and provides technical guidance when required to carefully prepare for client interactions using established frameworks.
Works without supervision and provides technical guidance when required to identify ideal potential clients.
Works without supervision and provides technical guidance when required to spend the appropriate time for the size and potential of each opportunity.
◆ Strengthens Customer Connections
Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
Short-Cycle Tertiary Education
Sound experience and understanding of straightforward procedures or systems (7 to 12 months)
Basic experience of coordinating the work of others (4 to 6 months)