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@pepcosales Best Practices in Operations [Charlie Parham]Pepco Sales and Marketing [email protected] ; 817-751-0995; @cmparham

AIMR2014 Best Practices and ideas in Rep Firm Operations

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I drew from two primary souces: 1. Our operations at Pepco Sales, and the way we actually do things. 2. Books, presentations, twitter feeds and other inspirations that affect the way I do business. Each slide is cited with full citations at the end of the slideshow.

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Page 1: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Best Practices in Operations[Charlie Parham]Pepco Sales and Marketing

[email protected]; 817-751-0995; @cmparham

Page 2: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosalesThe rest of this won’t be as boring as my table of contents.

SalesBack OfficeLeadership

Page 3: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

But First….

...how to...

Page 4: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales@tamadear

FRAMEWORKS MAKE HARD THINGS EASY

Page 5: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales@tamadear

PROCESSES CONNECTS RETRIEVES

Page 6: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales@tamadear

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Page 7: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales@tamadear

Page 8: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales@tamadear

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@pepcosales@tamadear

Page 10: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales@tamadear

Simple.Memorable.Repeatable.

Page 11: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosalesAstha Gupta - The Checklist Manifesto

Two main reasons of failure

Ignorance (Don’t know, or don’t know how to apply)

Ineptitude (Know but fail to apply)

Page 12: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosalesAstha Gupta - The Checklist Manifesto

Page 13: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosalesAstha Gupta - The Checklist Manifesto

● To the point.

● Easy to use.

● Does not spell out the steps

● Reminders of the most important and critical steps

● Makes priorities clearer

● Has simple and exact wording

● Always in sentence case.

What does a good checklist do?

Page 14: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosalesAstha Gupta - The Checklist Manifesto

Make people use them.

Apply a checklist for every

situation.

Turn it into an if/then process.

Increase work load.

Page 15: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Page 16: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Sales Ops - Pipelines Pipelines at PepcoEach month the sales managers lead a company wide pipeline in order to discuss and plan the sales people’s efforts regarding various jobs and line specific activities.

b.) Through Pipedrivewe have the ability totrack what opportunities have been lost or won andif they are lost, we canalso find out why.

Page 17: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Customer Relationship Management - Why?CYA for manufacturers.You pay salespeople - keep their data.Training for new employees.Measure only what you have goals for.

Sales Ops - CRM

@emalanowski

Page 18: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

90 day rollout plan.Manufacturer pre-visit/post-visit.Pre-call checklist.Sales Manager ride-along checklist.Year End Customer ReviewMarket PlanCommission/Budget Process Reporting for salespeople

Other top process examples

Page 19: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Customer Service StandardsTotal Quality Management bonus programWe’re organized by salesperson, not product.

Warehouse OperationsWill-Call processWarehouse TQM Bonus Program:

Back Office Operations

Goal: every client and every customer has the same experience when working with Pepco.

Page 20: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Employee Traininga.) training.pepcosales.comb.) Not just for product.c.) Not just for salespeople.

Leadership and Employee Development

Annual Reviews need continuous focusa.) Once per year we write and re-write the employee improvement plan.b.) Work together to find areas that need improvement as well as commit to new goals. c.) Help them write their life goals and plans. Only if you know what is important to your employees can you craft plans that motivate.

Run a good meeting!a.) Invite only those who can contributeb.) Keep to your time framec.) Stick to your agenda.d.) Schedule followup meetings for any tangents.e.) Arrange for any followups.

Page 21: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

SMOT Program● Goal: Train smart young

people to learn our industry or promote hard working folks within the organization.

● Beat the Boomer Brain Drain● Find smart people, not just

those that know the industry.● ASA Education Foundation is a

huge help.

Don’t forget to develop future leaders.

Leadership and Employee Development

Page 22: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Books:Astha Gupta - The Checklist ManifestoDavid Allen - Getting Things DoneJohn Maxwell - The 5 Levels of LeadershipSteven Levy - In The Plex

Resources:www.slideshare.net@simonsinek (Leadership Blog/feed)@tamadear (Tamsen Webster - Easy is the new Hard on slideshare)www.lynda.com (video training 1000+ topics)

Connect. Learn. Scale.

@cmparham, linkedin.com/in/charlieparham, [email protected], 817.751.0995 (cell)

Page 23: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Sales OperationsTracking Jobs at PepcoStaying in tune with the market in the major cities Pepco sells products in, creates a first step for further exploration by the sales team.

a.) Pepco subscribes to all the major city business journal newspapers and reads through each weeks edition to notate any jobs of interest. Then scans of these jobs are sent out to the sales person in the corresponding territory for follow-up activity.

b.) The quotations manager at Pepco also receives the scans and enters these potential jobs in the quote management system that Pepco utilizes called Pipedrive.

c.) The entries in Pipedrive for these various job quotes include a deadlines and it is then the salesperson’s obligation to update the notes section or any activities that they perform.

Page 24: AIMR2014 Best Practices and ideas in Rep Firm Operations

@pepcosales

Commissions System for Sales Teama.) Not sure how this part works, but we could elaborate here on how we motivate the team to make sales.

Back Office Operations