Customers Rate Salespeople on One Set of Criteria
but "Spend" According to a Different Set *
Frequency of salesperson criteria cited as most important by customer:
- Manages our satisfaction personally: 87%
- Understands our business: 75%
- Recommends products and/or applications expertly: 67%
- Provides technical and training support: 41%
- Acts as a customer advocate: 45%
- Solves logistical and/or political problems: 40%
- Finds innovative solutions to our needs: 23%
When ratings of salespeople on these criteria are correlated with the % of business given to the salesperson, however, a very different picture emerges.
| |
Salesperson Criteria |
Impact on % of Business** Given to Salesperson
|
" r " Correlation With Market Share
|
| 1. |
Understands our Business |
50%
|
0.73
|
| 2. |
Manages our Satisfaction Personally |
25%
|
0.51
|
| 3. |
Recommends Products & Applications Expertly |
15%
|
0.39
|
| 4. |
Provides Training and Technical Support |
>1%
|
NS***
|
| 5. |
Acts as Customer Advocate |
>1%
|
NS***
|
| 6. |
Solves Logistical & Political Problems |
>1%
|
NS***
|
| 7. |
Finds Innovative Solutions to our Needs |
>1%
|
NS***
|
Based on Interviews with 1000 Corporate Customers interviewed across titles, industries, geography and public vs. private.
* Benchmark of World Class Sales Forces Research Report
** Coefficient of Determination
*** Not significant
|
