Table of Contents
Section 1. Analysis and Interpretation of Survey Results
- Introduction
- Study Objectives
- Significant Findings
- Benchmarking the Customer-Sales Rep Interface
- Frequency and Type of Customer-Sales Rep Interaction
- Interaction Frequency by Product Category
- Identifying Highly Receptive Scientists
- Customer Expectations for Technical Support and Advice
- Most Valued Technical-Assistance Services
- Products Requiring Technical Support
- Alternative Sources of Technical Support
- Customer Expectations for Purchasing Support and Advice
- Most Valued Purchasing-Assistance Services
- Products Requiring Purchasing Support
- Frequency of Sales Rep Follow-Up
- Evaluating Your Sales Force' s Performance
- Customer-Perceived Sales Rep Visibility
- Favorable Personal and Professional Attributes
- Most Useful Type of Assistance for Customers
- Customer Satisfaction with Technical Assistance
- Customer Satisfaction with Purchasing Assistance
- Ability to Generate Customer Recommendations
- Customer Purchases Attributed to Sales Rep Influence
- Maximizing a Sales Rep' s Effectiveness
- Facilitating eCommerce
- Promoting Customer Service
- Improving Lead Generation
- Recruiting and Training Your Sales Team
- Desirable Personal Qualities
- Critical Professional Skills
- Optimal Sales Force Organization
- Conclusion
Section 2. Study Methodology and Demographics
- Questionnaire Overview
- Questionnaire Design
- Analytical Techniques
- Demographics
- Questionnaire
Section 3. Presentation of Survey Data
- Types of Assistance from Sales Reps
- Value of Specific Types of Technical and Purchasing Assistance
- Satisfaction with Technical and Purchasing Assistance from Sales Reps
- Personal & Professional Qualities of Sales Reps
- Importance of Specific Personal Qualities of Sales Reps
- Overall Satisfaction with Personal Qualities of Sales Reps
- Importance of Specific Professional Qualities of Sales Reps
- Overall Satisfaction with Professional Knowledge of Sales Reps
- Purchasing Support & Advice
- Products for which Purchasing Assistance is Useful
- Products for which Purchasing Assistance is MOST Useful
- Percentage of Orders that Require Purchasing Assistance
- Desired Frequency of Contact from Sales Reps after Purchasing
Instrumentation
- Technical Support & Advice
- Products for which Technical Assistance is Useful
- Products for which Technical Assistance is MOST Useful
- First Source of Assistance for Technical Problems
- Other Resources of Assistance for Technical Problems
- Percentage of Orders that Result in a Need for Technical Assistance
- Improving on the Job Performance
- Form of Sales Force Organization that is Most Useful in Supporting
Research
- Usefulness of Having a Dedicated, Single-Point-of-Contact Sales Rep for
All Requests
- Usefulness of Having a Sales Rep Set Up an Online Purchasing Account for
a New Supplier
- Usefulness of Interacting with Sales Rep for Existing Account Regarding
Questions or Problems in Placing an Order
- Length of Time Willing to Wait to be Contacted by Sales Rep for Question
or Problem in Placing an Order
- Ordering Through a Sales Rep vs. Through Supplier Web Site
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