Sales and Marketing Policies, Procedures, and Forms

Transcription

1 Sales and Marketing Policies, Procedures, and Forms How to Drive Customer Satisfaction with Improved Strategies and Tactics using Easily Editable Company Policies and Procedures Bizmanualz, Inc. St. Louis, MO, USA Copyright 2007 / Bizmanualz, Inc. All rights reserved.

2 TRADEMARKS Bizmanualz is a Trademark of Bizmanualz, Inc. This publication is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional services. If legal advice or other expert assistance is required, the services of a competent professional should be sought. The Publisher cannot in any way guarantee the forms, agreements and statements in this manual are being used for the purpose intended and therefore assume no responsibility for their proper and correct use. Copyright , Bizmanualz, Inc. All rights reserved. Printed in the United States of America ISBN Reproduction or translation of any part of this work beyond that permitted by section 107 or 108 of the 1976 United States Copyright Act without the permission of the copyright owner is unlawful except as follows: Forms, Agreements and Procedure Statements may be reproduced by the purchaser for use in connection with his or her company records or manual preparation. All other publisher's rights under the copyright laws will be strictly enforced. Requests for permission or further information should be addressed to the Information Requests and Permissions Department, Bizmanualz, Inc. Other Products from Bizmanualz, Inc., Include: ABR211 ISO 9001 QMS Policies, Procedures, and Forms ISBN ABR213 ISO FSMS Policies, Procedures, and Forms ISBN ABR217 AS9100 QMS Policies, Procedures, and Forms ISBN ABR31M Accounting Policies, Procedures, and Forms ISBN ABR32 Security Planning Policies, Procedures, and Forms ISBN ABR33 Disaster Recovery Policies, Procedures, and Forms ISBN ABR34 Computer & Network Policies, Procedures, and Forms ISBN ABR41 Human Resources Policies, Procedures, and Forms ISBN Title-License Page 2 of 6

3 Sales and Marketing Policies, Procedures, and Forms Table of Contents 100 Introduction... Tab Manual Preparation... Tab 2 1. Introduction 2. Installation Instructions 3. Your Sales and Marketing Executives' Manual 4. Effective Communication 5. Sales and Marketing Procedures 300 Sales and Marketing Executives' Manual... Tab Purpose 2.0 Scope 3.0 Management Responsibility 4.0 Sales & Marketing Management System 5.0 Processes and Controls 6.0 Resource Management 400 Marketing Planning... Tab 4 MP1000 Strategy Team 1.0 Forming the Strategy Team 2.0 Planning a Development Schedule 3.0 Project Cycle Management 4.0 Project Review MP Project Planning Timeline MP Project Status Report MP Strategy Team Review Checklist 000 Table of Contents Page 1 of 12

4 MP Project Progress Review Checklist MP1010 Stakeholder Analysis 1.0 Identify Project Stakeholders and Interests 2.0 Determine Stakeholder Influence and Importance 3.0 Stakeholder Analysis Review 4.0 Stakeholder Analysis Report MP Stakeholder Analysis Matrix MP Stakeholder Analysis Review Checklist MP Stakeholder Analysis Report MP1020 Vision and Mission 1.0 Vision and Mission Statement Background 2.0 Mission Statement 3.0 Vision Statement 4.0 Communicating the Vision / Mission 5.0 Vision / Mission Review MP1030 Marketing Research / Analysis 1.0 Objective The Target Market 2.0 Identifying the Target Market 3.0 Collecting and Organizing Market Data 4.0 Analyzing and Interpreting Market Data 5.0 Findings & Conclusions 6.0 Adjusting the Marketing Database MP Market Segmentation Worksheet MP Marketing Database MP Market Analysis 000 Table of Contents Page 2 of 12

5 MP1040 Situational Analysis 1.0 Situational Analysis Introduction 2.0 Assessing the Company's Situation 3.0 Scoring Attributes 4.0 Analyzing Data 5.0 Situational Analysis Report MP SWOT Analysis Worksheet MP Competitive Analysis Worksheet MP Situational Analysis Report MP1050 Goals and Objectives 1.0 Goals and Objectives Background 2.0 Setting Goals and Objectives 3.0 Reviewing and Finalizing Goals and Objectives 4.0 Communicating Goals and Objectives 5.0 Monitoring Goals and Objectives MP Goals/Objectives Worksheet MP Goals/Objectives Statement MP1060 Marketing Strategy 1.0 Marketing Strategy Introduction 2.0 Developing Marketing Strategy 3.0 Finalizing Marketing Strategies 4.0 Marketing Strategy Review MP Marketing Strategy Matrix MP Strategy Checklist MP Marketing Strategy 000 Table of Contents Page 3 of 12

6 MP1070 Marketing Plan 1.0 Marketing Plan Background 2.0 Developing the Marketing Plan 3.0 Reviewing and Finalizing the Marketing Plan 4.0 Monitoring the Marketing Plan MP Marketing Plan MP Marketing Budget Template 410 Marketing Tactics... Tab 5 MT1000 Advertising 1.0 Advertising Plan Background 2.0 Developing the Advertising Plan 3.0 Monitoring & Measuring the Advertising Plan 4.0 Updating the Advertising Plan MT Advertising Review Worksheet MT Advertising Objectives-Strategies Worksheet MT Advertising Plan MT Advertising Schedule (Sample) MT1010 Internet Marketing 1.0 Internet Marketing Background 2.0 Developing the Internet Plan 3.0 Implementing the Internet Plan 4.0 Monitoring the Internet Plan 5.0 Updating the Internet Plan MT Internet Planning Worksheet MT Internet Plan MT Keyword Log 000 Table of Contents Page 4 of 12

7 MT1020 Public Relations 1.0 Background 2.0 Developing a Public Relations Plan 3.0 Implementing the PR Plan 4.0 Monitoring the PR Plan 5.0 Updating the PR Plan MT Public Relations Plan Worksheet MT PR Event Checklist MT Public Relations Plan MT Media Kit Checklist MT Press Release Template MT PR Events Log MT1030 Trade Shows / Events 1.0 Planning Trade Shows and Events 2.0 Exhibiting 3.0 Trade Show/Exhibit Evaluation 4.0 Adjusting the Trade Show/Exhibit Plan MT Trade Show / Event Planning Worksheet MT Trade Show Plan MT Trade Show Worksheet MT Trade Show Checklist MT Trade Show / Event Supply Checklist MT Equipment Request from Inventory MT Show Registration MT Visitor Evaluation MT Trade Show / Exhibit Summary 000 Table of Contents Page 5 of 12

8 MT1040 Direct Mail 1.0 Introduction / Background 2.0 Direct Mail Planning 3.0 Direct Mail Campaign 4.0 Monitoring and Measuring Direct Mail 5.0 Adjusting the Direct Mail Plan MT Direct Mail Planning Worksheet MT Direct Mail Budget Worksheet MT Direct Mail Plan MT1050 Lead Management 1.0 Planning Lead Management 2.0 Implementing the Lead Management Plan 3.0 Monitoring and Measuring Lead Management 4.0 Improving Lead Management MT Lead Management Plan MT Leads Database MT Lead Management Status Report 420 Sales... Tab 6 SL1000 Customer Life Cycle Management 1.0 Customer Life Cycle Stages and the Sales Pipeline 2.0 Customer Life Cycle Management Plan 3.0 Customer Life Cycle Management 4.0 Monitoring Customer Life Cycle Management 5.0 Improving Customer Life Cycle Management SL Customer Life Cycle Management Plan 000 Table of Contents Page 6 of 12

9 SL1010 Sales Management 1.0 Sales Management Plan Overview 2.0 Developing the Sales Management Plan 3.0 Executing the Sales Management Plan 4.0 Monitoring the Sales Management Plan 5.0 Correcting the Sales Management Plan SL Sales Management Plan SL Sales Forecast SL Weekly Sales Summary SL1020 Qualifying Leads 1.0 Qualifying Leads Planning 2.0 Qualifying Leads 3.0 Monitoring the Qualifying Process 4.0 Improving the Qualifying Process SL Prospect Management Plan SL Prospect Database SL Qualifying Questionnaire SL1030 Sales Calls 1.0 Planning Sales Calls 2.0 Conducting Sales Calls 3.0 Monitoring Sales Call Effectiveness 4.0 Adjusting the Sales Call Process 5.0 Sales Account Maintenance SL Sales Plan SL Customer Database SL Order Database 000 Table of Contents Page 7 of 12

10 SL Customer Contact Worksheet SL Sales Account Maintenance Plan SL1040 Customer Improvement 1.0 Customer Improvement Plan 2.0 Customer Improvement Actions 3.0 Measuring Customer Improvement 4.0 Enhancing Customer Improvement SL Customer Improvement Plan SL Customer Improvement Goals Worksheet SL1050 Customer Service 1.0 Customer Service Goals 2.0 Customer Service Plan 3.0 Servicing Complaints and Feedback 4.0 Measuring Customer Service 5.0 Improving Customer Service SL Customer Feedback Form SL Customer Complaint-Feedback Strategy 430 Sales / Marketing Administration... Tab 7 AD1000 Document Control 1.0 Procedure Format 2.0 Work Instructions 3.0 Forms 4.0 Sales Collateral 5.0 Document Approval 6.0 Temporary Document Changes 7.0 Document Revisions 000 Table of Contents Page 8 of 12

11 8.0 External Documents 9.0 Document Distribution 10.0 Document / Collateral Review AD Document Request AD Document Control Database AD1010 Record Control 1.0 Identification of Records 2.0 Record Generation 3.0 Filing and Tracking 4.0 Record Maintenance AD Sales/Marketing Records List AD1020 Sales Supplies 1.0 Identifying Sales Supplies 2.0 Supplying Salespeople 3.0 Measuring Use and Effectiveness of Sales Supplies 4.0 Updating the Sales Supply List AD Sales Supply Checklist/Order Form AD1030 Sales Compensation 1.0 Sales Compensation Plan - Background 2.0 Creating the Sales Compensation Plan 3.0 Monitoring the Sales Compensation Plan 4.0 Improving the Sales Compensation Plan AD Sales Compensation Plan 000 Table of Contents Page 9 of 12

12 AD1040 Sales Hiring 1.0 Sales Hiring Plan 2.0 Selecting Sales Candidates 3.0 Interviewing Sales Candidates 4.0 Second Interviews and Making an Offer 5.0 Monitoring the Sales Hiring Process 6.0 Improving the Sales Hiring Process AD Qualification Checklist AD Interview Guidelines AD1050 Sales Training 1.0 Sales Training Plan 2.0 Sales Training 3.0 Monitoring Sales Training 4.0 Improving Sales Training AD Sales Competency Matrix AD Individual Sales Training Record AD Sales Training Plan AD1060 Meetings 1.0 Meetings Background 2.0 Preparing for Meetings 3.0 Conducting Meetings 4.0 Meeting Follow-Up 5.0 Meeting Review AD Meeting Agenda 000 Table of Contents Page 10 of 12

13 440 Product Management... Tab 8 PM1000 Product Life Cycle Management 1.0 Product Life Cycle Management Background 2.0 Product Life Cycle Management Plan 3.0 Following the Product Life Cycle 4.0 Monitoring Product Life Cycle Management 5.0 Improving Product Life Cycle Management PM Product Life Cycle Management Plan PM1010 Product Development 1.0 Product/Process Initiation 2.0 Determining Requirements and Objectives 3.0 Meeting Requirements and Objectives 4.0 Design Acceptance 5.0 Design Validation and Testing PM Request for Engineering Action PM Requirements Definition PM Product Brief PM Design Review Checklist PM Design Completion Checklist Electromechanical Devices PM Design Completion Checklist Non-Electromechanical Devices PM Product Test PM1020 Product Launch 1.0 Product Launch Plan 2.0 Executing the Product Launch Plan 3.0 Monitoring the Product Launch Plan 4.0 Improving the Product Launch Plan 000 Table of Contents Page 11 of 12

14 PM Product Launch Plan PM1030 Product Recalls 1.0 Product Recall Initiation 2.0 Product Recall Communications 3.0 Handling Recalled Product 4.0 Review of Product Recall Process PM Product Recall Request (Internal) PM Food Product Recall Checklist PM Non-Food Product Recall Checklist PM Product Return Form PM1040 Customer Requirements 1.0 Requirements General 2.0 Requirements Acquisition 3.0 Revised Requirements 4.0 Requirements Review PM Customer Requirements Checklist 500 Guide to Internet Marketing... Tab Index... Tab Notes... Tab Table of Contents Page 12 of 12