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🟦 Sales Division – Operational Policy

Effective For: Sales Executives & Sales Managers Platform: Powered by Merciglobal Cloud ERP

1. 🎯 Purpose

To establish a disciplined operational framework ensuring:

  • Consistent and quality lead management 📈
  • Timely and trackable follow-ups
  • Transparent and accurate CRM reporting
  • Smooth transition from Sales to Projects

This document outlines duties, KPIs, expectations, and escalation workflows.

2. 👥 Structure of the Sales Team

Sales Manager

  • Leads and supervises the entire sales team
  • Drives targets and strategic alignment
  • Ensures performance monitoring and inter-departmental coordination

Sales Executives (Junior & Senior)

  • Lead generation, qualification, demos, documentation & closures
  • Frontline representatives responsible for accurate CRM updates

3. 🎯 Operational Objectives

  • Build predictable and consistent monthly sales pipeline
  • Reduce lead leakage and increase follow-up accountability
  • Maintain complete and correct CRM data (via Merciglobal Cloud ERP)
  • Standardize proposal quality
  • Ensure smooth coordination between Sales ↔ Projects ↔ Accounts

4. 👤 Role-wise Responsibilities

🟦 A. Sales Executive – Duties & Responsibilities

1. Lead Generation & Prospecting

  • Use multiple sources: field visits, references, digital, events
  • Log leads in CRM immediately with full details
  • No parallel tools like Excel/WhatsApp allowed

2. Lead Qualification

  • Understand client need, budget, scope, stakeholders
  • Tag leads in CRM as Hot / Warm / Cold
  • Update status post every interaction

3. Product Pitching & Follow-up

  • Personalize pitch as per industry/domain
  • Conduct online/offline demos confidently
  • Achieve daily follow-up targets
  • Maintain courteous, professional communication

4. Proposal & Negotiation

  • Use only approved quotation templates
  • No verbal promises beyond defined scope
  • Enter proposal value, version & validity in CRM

5. Documentation & Handover

Upon client confirmation:

  • Collect PO/WO, KYC, payment terms

  • Create and submit a full handover document including:

  • Client profile

  • Pain points & scope
  • Customisation notes
  • Agreed timelines
  • Special instructions

6. Daily Reporting

  • CRM to be updated by EOD; no update = no work
  • Join morning huddles and weekly reviews
  • Follow meeting protocols and schedule discipline

7. Behavioural Expectations

  • Maintain grooming standards during visits
  • Communicate respectfully and professionally
  • Avoid personal engagements or informal commitments

🟦 B. Sales Manager – Duties & Responsibilities

1. Team Leadership & Monitoring

  • Set individual targets weekly/monthly
  • Track CRM, calls, demos, proposals daily
  • Ensure 100% data accuracy in CRM

2. Field Support & Deal Closure

  • Join critical meetings and high-value negotiations
  • Assist with closing large or complex deals
  • Analyse competitor pricing and positioning

3. Training & Performance

  • Conduct sessions on product, sales techniques, CRM
  • Monitor and improve team’s pitch & follow-ups
  • Identify gaps and initiate corrective measures

4. Department Coordination

  • Align with:

  • Projects Team for seamless delivery handover

  • Accounts Team for invoicing and collections
  • Management for performance and strategy reporting

5. Approvals & Compliance

  • Review and approve discounts, special pricing
  • Ensure adherence to all policy norms
  • Report policy violations immediately

6. Strategic Planning

  • Monthly sales forecasting and pipeline planning
  • Identify target markets, industry verticals
  • Build channel partnerships and participate in expos

5. 📊 Key Performance Indicators (KPI)

🟦 A. Sales Executive KPIs

KPI Target
Daily Cold Calls X
Daily Follow-ups Y
Weekly Demos Z
Lead-to-Deal Ratio Tracked Monthly
CRM Update Accuracy 100%
Proposal TAT ≤ 24 hrs
Revenue Target As per assigned

🟦 B. Sales Manager KPIs

KPI Metric
Team Target Achievement % Monthly
Sales Pipeline Accuracy % Deviation
Lead Leakage Reduction % Improved
Closure Ratio Improved YoY
Training Hours Per Month
Client Satisfaction Based on Handover Feedback

6. ⚠️ Escalation Matrix

Issue Type Handled By Escalate To
Lead data missing Sales Executive Sales Manager
High-value deal stuck Sales Executive Manager → Director
Customer conflict Sales Executive Sales Manager
Discount/Proposal Approval Sales Executive Manager → Management
False Promise or Miscommunication Sales Manager Director

7. 🚫 Disciplinary Rules

Violation Action
No CRM update for 2 days Written Warning
Repeated Target Miss Performance Review
Unauthorised Discounts Disciplinary Action
Data Breach Termination

8. 📌 Code of Conduct

  • Uphold honesty, ethics and professionalism
  • Avoid defaming company or peers in client presence
  • Maintain confidentiality of pricing and customer data
  • Represent brand Merciglobal with pride in all interactions

9. 💰 Incentive & Reward Policy

Link with project-based incentive system:

  • Incentive based on order value
  • Bonus for exceeding monthly targets
  • Special recognition for top closures
  • Awards in quarterly review meets

(A dedicated incentive policy can be created separately)

10. 🔁 Review & Amendments

  • Reviewed bi-annually by Sales Manager and Management
  • Updates are communicated in writing

For smooth and scalable sales operations, always rely on Merciglobal Cloud ERP to track, monitor, and manage all processes end-to-end.