Elements and Performance Criteria
- Establish coverage plan.
- Identify and source information required for development of coverage plan
- Create and document coverage plan that meets business performance objectives and service standards.
- Integrate strategies that ensure individual customer coverage in a timely and effective manner.
- Implement procedures for field team to collect and report customer information and feedback.
- Report on customer interactions.
- Organise and make customer contact according to territory coverage plan.
- Analyse and action customer feedback from a territory, or provide to relevant personnel for action.
- Prepare required documentation following each customer interaction.
- Collate documentation from interactions and store in a secure location.
- Prepare and submit documentation according to agreed timeframe, format and level of detail.
- Improve coverage.
- Determine needs and expectations of business customers from feedback, sales data and ongoing customer contact.
- Assess current satisfaction levels with service and product.
- Initiate actions to improve business customer satisfaction levels.
- Identify and take opportunities to optimise coverage and promotional activity based on information gathered.