Tour Three       (10 mins approx.)

In this tour you will see the detail of the Recruitment Selection Process that Advanced Client Services (ACS) delivered our one client on a Retained Service Level.

There are four documents:

• The Job Description
• Candidate Score Summary
• Candidate Summary
• Reference Report.

Certain Outcomes from ACS’s Twelve Point Action Plan are highlighted throughout this overview.

• All company names have been changed to ABC Co.
• All candidate names have been changed for Fred Smith.
• All figures have been changed to X.

Retained Service Level

Outcome One: Eliminate confusion by an exclusive model that enables the focus to be quality rather than a race.

Job Description for ABC Co.

Outcome Two: Remove stress by developing a tailored Position Description.

Position Title: Sales Executive

Reporting to: Sales Manager

Job Analysis

ABC Co’s success and reference sites.

The service division have systems and methodologies for service delivery that are exemplary. ABC Co.’s services all faxes for the ABC Co nationally. These XXXX units are ABC Co. units. ABC Co. won this contract because they were able to achieve “mission critical service levels” of XX%. The previous company with that contract was only achieving approximately XX%.

ABC Co. also service and supply ABC Co., ABC Co. and ABC Co.

Database

There is an established database with information on accounts containing contact details, service history and other relevant information. The database is mainly used by the consumables sales people and can be used more effectively by the whole team.

Markets and Strategies

The target market is to focus on medium sized companies of about XX to XXX employees.

Many of these companies have never aligned with a strategic technology partner. Their technology is purchased on an ad hoc basis resulting in multiple brands and models, no duplication benefits and various associated service problems.

ABC Co. is strategically placed to approach these companies to become their strategic technology partner for the servicing, supply of new hardware and consumables.

The benefits would be higher service levels, lower down times, simpler approach to new equipment and servicing, resulting in an overall cost saving for purchase, maintenance and efficiency.

ABC Co. is able to conduct a site survey for clients and determine the “total cost of ownership” of all faxing and copying equipment and then present a solution to lower these costs.

Sales duties

The day-to-day tasks of the sales executive is to promote the total company to prospective clients. Central to this is positioning ABC Co. to clients as a technology partner with:

• Exemplary service capacity.
• Ability to reduce the total cost of ownership of all IT hardware.
• A provider of superior business machines.

This involves a solution selling approach to partner with clients for their success rather than just selling a machine for an immediate need. The total offering capacity of the company must first be realised and believed by the sales executive so that it can be authentically presented to clients.

The sales executive’s duties are to prospect within the target market and promote the company to businesses.

This is a new business development role where the sales executive will be approaching clients who have previously not been associated with ABC Co. There is a telemarketing team to supplement the leads for the sales executive, but the primary responsibility for lead generation rests with the sales executive themselves.

The sales executive will:

• Prospect the market and make contact with appropriate decision makers.
• Visit the prospect and promote ABC Co.’s solutions and services.
• Conduct site audits.
• Prepare total cost of ownership report.
• Research the most appropriate solutions for clients.
• Prepare presentations for reduction of total cost of ownership.
• Close for sales orders.
• Present cost benefit analysis of service contracts with Service Level Agreements (SLA).
• Close for SLA.
• Revisit client to increase penetration.
• Achieve sales budgets.
• Participate in company training.
• Implement the sales strategy developed by the sales manager in conjunction with the team.

Company Culture

The company was founded X years ago by the Managing Director. The Managing Director has an extensive background in sales and sales management with large corporations. ABC Co. began as a reseller of IT hardware and has grown to a company that solution sells IT hardware, office machines, consumables etc. They are NSW’s largest ABC Co. reseller.

ABC Co. has developed as a technology company and with the expansion of the business into software it was decided to separate the software business from the hardware applications and ABC 2 co was created. ABC Co. does handle some software, these are all connected with their technology.

The Managing Director is the General Manager of both ABC Co. and ABC 2 co.

The Sales Manager of ABC Co. and has a significant role in the general running of ABC Co.. The Sales Manager has an extensive sales and sales management background. He has managed, grown and developed a number of sales teams.

The ABC Co. team consists of Sales, Service, Consumables, Telemarketing and Administration.

The company has a proactive approach to business and a positive, inclusive approach to their staff.

Job Description

Major Performance Goal

To generate new business for ABC Co. by offering prospective clients the full technology
solutions of ABC Co.

Duties

• Prospect and make contact with appropriate decision makers within the target market.
• Promote ABC Co. as a solution provider for the prospect’s technology needs involving:
  Service delivery - leading to service level agreements
  Cost reduction
  Office IT hardware and peripherals
  Consumables.
• Solution sell ABC Co. into the client. This involves Present concept, Gather needs analysis, Research solution, Present solution and Close.
• Continue to contact the new client to gain more business.

Hours of duty

8:30 to 5:30, Monday to Friday and as needed.

Remuneration

A negotiable base salary between $X0 000 to X0 000 pa, car allowance, 9% superannuation and commission structure is offered. The commission structure should see sales executives achieve up to and over $XX to X00 000 as the cash component of their salary.

Person Specification

Key Competency

The ability to promote and close a multi-faceted technology solution.

Competencies required:

• Prospecting ability within medium sized market.
• The ability to promote a company’s services as a solution in a number of areas rather than focus exclusively on the end product.
• Presentation skills to communicate proposed solutions to key decision makers.
• Relationship and rapport building skills to be able to work with CIO, CFO, GM etc,
  to promote proposals.
• Closing skills to secure sales.

Other supporting competencies

• Intellectually capable of grasping a multifaceted solution.
• Research skills.
• Tender, presentation and report writing skills.
• Willingness to learn new sales techniques and approaches.
• Willingness to change and implement new strategies.
• Team player with the overall company goal at heart.

Ideal background

A new business development role with a technology company that provides solutions and service level agreements.

Selection Criteria

• Previous experience in a new business development role, or strong prospecting potential.
• Intelligence, capable of grasping a solution involving costs, service and technology outcomes.
• Presentation skills one to one, to groups and in proposals.
• Previous sales achievement in meeting and exceeding budgets.

Outcome Three: Increase confidence by gaining agreement up front on exact requirements.

Outcome Four: Decrease time by only involving clients in briefing and then interviewing 3 closely matched candidates.

Candidate Score Summary for ABC Co.

Competencies from Job Description.

• Prospecting ability within medium sized market.
• The ability to promote a company as a solution in a number of areas rather than focus
  exclusively on the end product.
• Presentation skills to communicate proposed solutions to key decision makers.
• Relationship and rapport building skills to be able to work with CIO, CFO, GM etc
  to promote proposals.
• Closing skills to secure sales.
• Intellectually capable of grasping a multifaceted solution.
• Research skills.
• Tender, presentation and report writing skills.
• Willingness to learn new sales techniques and approaches.
• Willingness to change and implement new strategies.
• Team player with the overall company goal at heart.

Candidate Summary ABC Co.

First three candidates are recommended to be interviewed. The other two candidates are reviewed for your reference.

Fred Smith

• X ½ years running ABC Co. franchise. Built the business from 0 staff and turn over to X staff and $X00 K pa with XX% GP after all wages.
• Good technology knowledge from experience from ABC Co. and the Electronic Marketing system he implemented at ABC Co.
• X years at ABC Co., X years as a franchisee manager and X years implementing an Electronic Marketing System into XXX franchisees and company owned sites.
• Excellent profit and loss skills.
• Good prospecting, solution selling and customer service skills.

Focus on

• Fred has been prospecting in his recent role and is willing to do so. He is looking for somewhere where there is the possibility to progress. Can you supply this?

Fred Smith

• X years media sales experience selling direct and to agencies.
• Very impressive period at ABC Co.. Fred joined when the changed from free adds to charging and had to solution sell this product and change into agencies.
• Has a genuine love for sales and turning a prospect into a client.
• He is looking for face-to-face sales with a respected company where he can
  earn and progress.

Focus on

• How he feels about changing from media to IT hardware technology and his comfort with that.

Fred Smith

• Has prospecting skills from ABC Co. Excellent reference from ABC Co. as well.
• Open and teachable to new concepts.
• Background from competitive industries where differentiation was needed to be
  highlighted to clients.
• Good prospecting skills and relationship skills.
• Varied background and life experience that makes it easy for him to quickly build rapport.
• Has put together strong marketing resources and strategy for current employer.

Focus on.

• His ability to solution sell and sell on quality over price.

Fred Smith

• X years transport industry background. Service must be differentiated from competitors.
• Very focused on providing a solution to clients. He isn’t interested in a role where they just supply a box. Fred wants to get to know client’s problems and solve these.
• Very good focus on protecting GP and ensuring that the business is profitable.
• Strong business acumen and credibility.
• His energy and skills at solution selling rather than box moving will be a positive example to the team.
• “When people like people, price becomes secondary.” “If a client wants the cheapest we aren’t the one for them.”

Focus on.

• His previous role was quite varied and involved an entrepreneurial approach to the business. This role will appeal to his need to solution sell but will it be enough to keep him interested for the long term?

Fred Smith

• XX years at ABC Co. with excellent references. At ABC Co. Fred progressed from area manager to working with international artists to a newly created role of national import manager to finally managing their National Customer Service call centre.
• Prior to ABC Co. Fred was in a new business management role with a stationery company.
• Excellent relationship skills, very good prospecting skills. From reference check he combines these in the one role to achieve above average sales figures.
• He has good people skills and plenty of drive.

Focus on

• Fred left ABC Co. because he has a young family that he wasn’t seeing and “was perhaps a bit naive about the market.” What does he expect for work hours? With him living at Y suburb and ABC Co. being located at Y suburb will this work?

Outcome Six: Provide quality candidates by utilising a minimum of five strategies to generate candidates (Current candidates, ACS’s database, databases subscribed to, industry referrals, strategic advertising and more).

Position Title: National Retail Account Manager
ABC Co.

Outcome 7: Reduce waiting by a guaranteeing to discuss a short list of candidates within 7 working days of an agreed advertising strategy or other agreed time frame.

Outcome 5: Not waste time by only introducing candidates who match the requirements and have been referenced checked prior to client meeting.

Reference Report on Fred Smith

Referee: Ted Smith

Relationship Direct report

Relationship: Ted is the manager of ABC Co. and Fred was a franchisee with ABC Co. for X½ years.

Confirmation of information given by candidate

The information given by the candidate was confirmed as true and correct. This included length of tenure, products sold, markets sold to and results achieved.

General Comments

“Fred is a very good operator as a business owner. He was great with staff and clients.”

“He developed a very good team and had a professional system in his business.”

“I didn’t manage him on a day to day basis, but I had many meetings with him. He is a good planner, has attention to detail and follows through.”

“Fred also has good management skills. He was very good at keeping, motivating and incentivising his staff.”

“Fred had a lot of long term clients and he kept a hold of them.”

Performance

“From what I know of him in terms of relationship building and networking he was great.”

“People liked him and wanted to do business with him.”

“He dealt with a lot of advertising and large corporate companies and was very comfortable in that environment. He was good with corporate, advertising etc he’s an achiever and a very versatile guy.”

Key Strengths

“People skills.”
“Relationship building.”
“Problem solving.”
“Goal setting.”

Key areas to work on

“Not sure. From what I saw of him there wasn’t anything that he really lacked. He was organised and very much on top of things.”

Relationships

Clients - “I only had knowledge of his clients from him. He did a lot of work in the competitive market of advertising, that market is extremely competitive. I knew he held and maintained profitable relationships with these clients over a long period of time. He must have had great rapport and delivered quite well.”

Team - “Fred had a great team. He was one of our mentors, that was an owner who volunteered selflessly to help other franchisees out. He always responded to people when they asked for help and was very well liked, accepted and appreciated by his fellow franchisees.”
Is there anything the candidate may not tell a prospective employer that they should know? “No.”
Would you re-employ the candidate? “Yes.”

Outcome 12: Ongoing improvement by gaining your feedback through our Performance Audit

Performance Audit

  Click on the image to view a more detailed version.

Outcome 11: Continuous support by our after placement follow-up.

During the guarantee period ACS will call both candidate and client twice to ensure that everything is working out fine.

Outcome 10: Tailor services to specific needs and expectations.

To meet specific needs, ACS will adjust our services to be able identify the “best fit” candidate for our clients.

Through following the “Recruitment, Selection, Process” as a methodology for our clients we are able to deliver:

Outcome 8: Increase retention of staff by identifying the most suitable candidates who match the position requirements, company culture, career goals and salary.

Overall ACS is able to deliver our most valuable outcome.

Outcome 9: Save money by decreasing time involved, increasing the quality of candidate and increasing retention.

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