(LUẬN văn THẠC sĩ) improving sales management of personal homecare business unit of connell brothers company

and transcript of interview section 1

TIEU LUAN MOI download : skknchat@gmail.com

1 How many key accounts are you handling?

Many or not? What factor do your departm ent choose to select key customer between high revenue and strategic value? Why?

2 Does your BUM handle some key accounts?

If not, do you think that he should do some?

3 Is your manager helpful? If yes, give examples

4 How do you think about your workload? Is it enough or so much?

5 Do you focus on selling only? How do you think about sales process? Is it flexible?

6 What do you think about sales management of your team? Is it good? If not, why?

7 Are you satisfied with your job now? About work condition? Salary? Incentives?

8 If you have interesting offer, will you leave

 Interview sales team & lab team

All interviewees answered in the same way:

1 Old salesperson handle most of key accounts Key accounts is divided by revenue and potential opportunity

2 BUM doesn’t handle any accounts I think that he should handle any key account of each departm ent

3 He cannot help us to decide issues from customer and suppliers well

4 I have to do so much paper work pcs to deliver goods, order goods, solve problem….logistics don’t follow PO as well as they can, so I have to do

5 Sales management is accepted, but we have to do a lot of report when supplier visit, regional request, etc

6 I feel stressed because of over workload

Questions and transcript of interview section 2

1 Does your job needs to do so much paper work? Can you skip paper process to do faster?

2 Can you share work with other persons in your team or supply chain?

3 Do you often have to work over tim e? How often do you work over tim e?

4 When do you feel stressed? Does your manager help you to release workload?

All interviewees answered in the same way:

- Process is very complicated and waste of tim e I have to follow process

- Supply team don’t follow PO and delivery order, solve problem when goods has problem I am tired and over load

- We are overload especially in high season

We have to work over 2 hours a day We cannot relax at weekend

- Manager doesn’t share work to us, conversely we have to prepare report for him

- Stress is the common situation

- Our job used to be good with old BUM because she can help us solve problem s, work with GD so that we can focus more on selling

5 Do all sales person have the same over workload?

6 Do you think your job used to be interesting than now? Do you think that salespeople of other company have to work hard like you?

7 Do you think that your sales manager should have market knowledge and chem ical background? if yes, why?

8 Do you usually have team meeting? Do you like m eetings to share information?

9 Do you know incentives of another distributors like CBC goods

- I think that sales manager should learn to know what sales team are doing, what customers want to explain with GD better instead of working through us

- We don’t like so many meeting but we think that sales team should have meeting to discuss what is going on

- My friends are working at competitor companies They told their bonus up to 5 month salary if budget if higher 30%, for normal cases is 2 month salary.

Questions of interview section 3

1 Do you think that a BUM should have chemical background? About market orientation? Why?

2 What is importance of BUM for new business development?

3 Do you think salespeople have to deal price with suppliers? Solve problems when they are behind budget?

Sales process

No KEY PERFORMANCE INDICATOR (KPI)

**Portfolio contribution 80/20 rule apply Portfolio required by business partner apply

5 Before end Jun, Meeting target accuracy measure

*New business defined as sales from new supplier portfolio, added business from new customers within allocated BUs

3 Business growth-stoc k sales growth 20% Growth in %over prior year

4 Working capital management: ADD 15% Day s improvement over prior year

*lost equal no repurchase within 6 months

**Customers to be defined apply ing 80/20 rule end 2014 end ranking by income

6 Time management a minimum of 10 tasks must be allocated 15% Timely execution of task allocated thru

KPI Evaluation form

Referred For Non Sales with No Direct Reports

1 INTEGRITY: Conduct business with high ethical standards and be honest in all external relationships

To foster a proactive work environment, individuals should demonstrate a strong initiative by taking the lead in initiating both individual and group projects This involves assuming full responsibility for the success of these endeavors and actively engaging in tasks without relying solely on supervisor guidance By prioritizing proactive behavior, team members can significantly contribute to overall productivity and success.

3 COMMITMENT: Perform to the maximum capability to ensure that responsibilities tasks are completed effectively and efficiently

4 CONFIDENTIALTY: Understand confidentiality of employee information Maintain and adheres to organizational confidentiality policies Know how to keep the company related data confidential

5 TEAMWORK&COOPERATION: Offer and support to co-workers Establishes and maintains effective relations Works effectively with other team member to help compete goals and deliverables Shares relevant or

TIEU LUAN MOI download : skknchat@gmail.com useful information Works cooperatively in group situations

6 CUSTOMER SERVICE ORIENTATION: Provides high quality service Respond promptly to service requests

Meets commitments to customers Looks for long-term benefits to the customers

The attitude of safety is essential for protecting oneself, others, and the environment It involves encouraging safe choices among peers and maintaining up-to-date safety certifications and documentation Operating equipment safely and responsibly, along with practicing good housekeeping in all work areas, is crucial Additionally, promptly reporting any accidents to supervisors ensures a proactive approach to safety in the workplace.

Analytical ability involves tackling complex problems that necessitate a thorough evaluation of various situational data This skill requires identifying root causes of issues and synthesizing diverse, intricate information to develop effective solutions.

Sets priorities for tasks in order of importance

APPENDIX 6: Job description of Business Manager of Brenntag Company

The business manager plays a crucial internal role in executing sales and marketing functions within a campaign-driven environment They are responsible for technically promoting our principal's offerings while ensuring the smooth transition of business development opportunities to the appropriate Brenntag business unit This includes converting sales opportunities at the right moment during the sales process.

Responsible for providing returns on Marketing & Sales Campaigns:

- Delivering high volume/rate of calls

- Maintain a sales plan for each campaign, monitoring and mapping time scales and actions required to achieve the pre-defined campaign KPI targets including conversions

- Manage short term sales campaigns focusing on converting product range to maximize volume and GP growth

- Identify and progress sales opportunities / pipelines at speci fied customer datasets

- Market map customer’s requirements for a speci fic product application, progress the pipeline through to Negotiation and Awarded (ultimate conversion) where appropriate

- Liaise with and work closely with the relevant assigned depots to ensure customer requirements are fulfilled efficiently and effectively

- Conduct market evaluation/market mapping for potential new specialty principals

- Analyze and interpret commercial and market data, including time-sensitive and pertinent market information on market trends and competitors

- Prepare sales, supplier and market reports based on the information obtained through campaigns, present findings

- Negotiate in a strong and focused manner

- Use current systems to document customer contact and market information

- Communicate sales leads, customer queries and problems across the business

- Communicate effectively internally and externally

- Bachelor’s or equivalent degree in business studies

- Experience of working within a sales/ target driven environment

- Experience dealing with customers/ developing customer relationships ideally within the Chemical industry or similar B2B environments

- Consultative/T echnical Sales process knowledge

- Strong commercial skills and sales techniques

- Ability to communicate clearly and effectively over the phone

- Experience in food / cosmetics/ cleaning / pharmaceutical /other chemicals

APPENDIX 7: Questions and answers of customers about Sales manager’s evaluation

Happy Care Are you satisfied when working with

- We don’t remember him clearly because we met him once when handover from Ms Tram After that he hasn’t visited us

- It is very tired when we ordering goods because of late response

My Hao Are you satisfied when working with

- When he goes with suppliers, he always keeps silent and leave job to supplier to discuss with us It seems that he stand to observe communication between us

Ngu A Chau Are you satisfied when working with

Following Ms Tram's departure, there was a significant spike in the prices of all goods I reached out to him to discuss the pricing and request additional support, but received no response We are increasingly frustrated with the service provided by CBC.

APPENDIX 8: Questions and answer of suppliers

Stepan Are you satisfied to work with CBC’s

- He avoids responsibility when I request him to make appointment with customers for me, or answer about losing business

- It seems that he doesn’t know anything and lazy to sell goods

Takasago Are you satisfied to work with CBC’s

- He doesn’t know about market and chemical , so he is not confident to develop our products

Dow chemical Are you satisfied to work with CBC’s

- He forecast and tell unrealistic things because he doesn’t know about market

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Job description of Business Manager of Brenntag Company

The business manager plays a crucial internal role by executing sales and marketing functions within a campaign-driven environment This position is responsible for effectively promoting our principal's offerings and facilitating the smooth transition of business development opportunities to the appropriate Brenntag business units, ensuring timely conversions of sales opportunities throughout the sales process.