Client Situation:

Our pharmaceutical company Learning & Development Manager client had no standard method for measuring the in call quality of the sales representatives by their Training Executive and Sales Manager Team and therefore could not rely on the validity of internal skills audits to guide their training and resources investment.

Our Solution:

We worked with a project team of Learning & Development and Sales Management participants to identify and agree specific, tangible observable behaviours for each element of their own sales model and categories of sales goal for each of their products, customer groups and primary care and secondary care sales teams.

Results

This provided a standardised framework against which internal and external assessors including Sales Managers, Learning and Development Associates, Marketeers and Sales Coaches could measure the performance of the sales teams.  This gave our clients confidence in the objectivity of their results from the following data capture to help target training resource and effort.

As we have seen, the difficulty with roll out of any such framework is sustainability of consistency in its application.  Our Advance™ system involves monthly assessments of this ‘assessing group’ in their ability to accurately observe what is happening within sales calls against the framework of what a ‘good / best practice’ call looks like, to sustain this high level of accuracy and volume of validated data on which to base training and marketing message development interventions.