Module Ten
Adding Value:
Self-Leadership and Teamwork
The Importance of Teamwork
An Expert’s Viewpoint:
At UPS, account executives partner and join forces with
route drivers, specialized electronic commerce account
managers, and marketing to gain intimate knowledge
about customer’s operation and craft unique distribution
and logistic solutions that match UPS capabilities with
customer needs and problems.
Action
The Importance of Teamwork
An Expert’s Viewpoint:
Result
According to Dale Hayes, Vice President of Sales at
UPS: “. . . . This information empowers the account
executive to act as the client’s trusted advisor, who can
recommend a wider spectrum of UPS solutions. It is
that teamwork and symbiotic relationship with the
customer that allows UPS to leapfrog its competition.”
Self-Leadership
The process of first deciding what is to be
accomplished and then placing into motion
the proper plan designed to achieve those
objectives.
Five Sequential Stages
of Self-Leadership
Setting Goals and Objectives
Territory Analysis and Account Classification
Development and Implementation of Strategies/Plans
Tapping Technology and Automation
Assessment and Evaluation
Understanding Goals
What makes a good goal?
– Realistic, yet Challenging
– Specific and Quantifiable
– Time Specific
Working with different levels and
types of goals
–
–
–
–
Personal Goals
Territory Goals
Account Goals
Sales Call Goals
Territory Analysis
•
•
•
•
Who are prospective buyers?
Where are they located?
What and why do they buy?
Who has the authority to buy, who influences
the buying decision?
• What is the probability of selling this account?
• What is the potential share of account that
might be gained?
Account Classification
Single-Factor Analysis
– Accounts are Classified based on a single
characteristic (e.g., sales volume)
– Classification is relatively easy to do and
understand
– May be misleading because it does not take into
consideration other potentially important factors
(e.g., growth potential)
Purchases
exceeding
$50,000
Purchases
between $20,000
and $50,000
Purchases less
than $20,000
Single-Factor Analysis - Example
Classification Based on Annual Purchases
Purchases
exceeding
$50,000
High
Purchases
between $20,000
and $50,000
Resource Investment
Purchases less
than $20,000
Low
Account Classification
Portfolio Analysis
– Uses two factors to classify accounts
(e.g., sales and growth potential)
– Classification is relatively complex and
may be difficult to understand.
Portfolio Method - Example
Strong
Weak
High
Attractive, deserve
significant investment of
resources
Potentially Attractive,
Strengthen Competitive
Advantage before
significant investment
Low
Account Opportunity
Competitive Position
Moderately attractive,
but growth potential is
low, moderate
investment of resources
Unattractive, deserves
minimal investment of
resources
Development and
Implementation of Strategies and Plans
Establish and Implement Selling Task and
Activity Plans (e.g., sales goals, expense budgets,
number of new accounts, and so forth)
– Yearly plan (sales goals and expensed
budgets)
Execution of plans should be
– Quarterly Plan
monitored and adjustments
– Monthly Plan
made as necessary.
– Weekly Plan
Note: Yearly plan should support the goals of the organization.
Quarterly, Monthly, and Weekly plans should support the yearly plan.
Development and
Implementation of Strategies and Plans
Establish Territory Route Plan
–
–
–
–
–
Straight-Line Route Pattern
Cloverleaf Route Pattern
Circular Route Pattern
Leapfrog Route Pattern
Major-City Route Pattern
Tapping Technology and Automation
Computers
–
–
–
–
Managing contacts
Managing territories
Sales presentations
Communications
Internet and World Wide Web
– Enhances information availability
• Intranets
• Extranets
– Improves communication capabilities
Assessment of
Performance and Goal Attainment
•
•
•
•
•
•
•
Internal Partnerships and Teams
Sales Partnerships
Marketing Partnerships
Design and Manufacturing Partnerships
Administrative Support Partnerships
Shipping and Transportation Partnerships
Customer Service Partnerships
Building Teamwork Skills
•
•
•
•
•
•
Understanding the Other Individuals
Attending to the Little Things
Keeping Commitments
Clarifying Expectations
Showing Personal Integrity
Apologizing Sincerely When a Mistake
Is Made
Mutual Trust
High
Relationship of Optimized
Solutions, Trust, and Cooperation
Optimized and
Synergistic Solutions
(Win/Win)
Compromise
Solutions
Low
Competitive and
Defensive Outcomes
(Win/Lose or Lose/Win
Low
High
Mutual Cooperation