Conference ilbbak::us_sales_service

    I would suggest that the role of the PSST member in the less dense
    districts (outside the beltways - all over the country), cannot and
    SHOULD NOT be pigeonholed into one of those in the previous note.
    
    As a "Workstation Sales Engineer", I get involved in sales and sales
    issues that are aimed at workstation opportunities. There are two sides
    to this: 
    
    - On the positive side, I am focused on the things which I am goaled to
    accomplish
    
    - On the negative side, I am not involved in the overall strategies for
    the account, but only for the "workstation sales" issues. 
    
    This is limiting and somewhat dangerous. An example is: A sales call
    which is for workstations FREQUENTLY will include networking
    strategies, VAXcluster or ULTRIX clump management issues, training, VAX
    9000 or 6000 (Sometimes with Vectors) use, application development,
    and, by the way how do I integrate my PC? If I am not prepared to
    discuss this, time is lost, credibility is lost, and the potential for
    competitive involvement is left wide open!
    
    The PSST members should be focused towards a single segment, true, and
    maybe even goaled that way. HOWEVER, we also should be cross-trained
    for at least one of the other "specialties" to insure that we don't
    have the problem of the blank-stare-sales-call.
    
    Any comments?
    
    Bill Kimbel
    Sales Exec, Florida DWT
    

     The Account Managers (level 1 and level 2) have been told to plan for 
     the Product Sales Specialists in both the Account Planning Model (APM) 
     and will identify by location in the Account Budgeting System (ABS).
     
     The APM does not have the sales mix (direct and PSS) identified, nor 
     does it have the location specific information.  During the budgeting 
     process which begins on May 20th, the Account Manager will identify by 
     location how much effort is needed.  There will be a second phase to 
     the budgeting process and the account manager will define the "mix" of 
     sales effort by location.
     

Product Sales Specialist Descriptions


PC Integration Sales Specialist

        The PC Integration Sales Specialist is the key resource 
        in assisting Account Teams understand and develop the 
        PC/PCI portion of the account plan and is responsible, 
        together with the Account Manager, for achieving the 
        PC/PCI portion of the account plan. This Specialist 
        understands the true opportunities for Digital within the 
        Accounts, prioritizes opportunities among Accounts, 
        manages resources, and ensures that individual unit goals 
        can be met within the context of both planned and 
        non-planned sales opportunities.
        
Software Sales Specialist

        The Software Sales Specialist has an acute awareness of 
        Digital's overall vision and the role of specific 
        software products within that vision. This Specialist 
        will be instrumental in closing and working business 
        issues in team selling situations, and will identify, 
        further qualify, and close smaller and less complex 
        opportunities largely or entirely unassisted. This role 
        will be especially pronounced with add-on products such 
        as Rdb/Expert for the Rdb base.
        
Network Product Sales Specialist

        The responsibilities of the Network Product Sales 
        Specialist includes the achievement of their assigned 
        network product and service goals and the development and 
        implementation of a network campaign account sales plan.
        
Account Integration Sales Specialist

        The Account Integration Sales Specialist will work with 
        the Account Team to create, identify, and develop complex 
        opportunities in the framework of customer's business 
        needs. This Specialist is responsible for the 
        profitability of systems integration opportunities within 
        an account and provides on-going sales strategy advice to 
        the Account Team to shepherd and win all systems 
        integration opportunities.
        
Production System Sales Specialist

        The Production System Sales Specialist is the leader for 
        helping Account Teams translate the strategic vision of 
        the account plan into the tactical actions that will 
        close business. In this role, they are the production 
        system expert for the Account Team and act as the sales 
        interface to Engineering, Manufacturing, and US Sales. 
        Their key role is to ensure that complete plans are in 
        place, to coordinate resources, to inform and educate 
        their team, to drive plans to increase market share, and 
        to feedback issues, risks, and needs.
        
Storage System Sales Specialists

        The Storage System Sales Specialist is responsible for a 
        budget by product and service segment, product training 
        coordination, and driving storage system programs. This 
        Specialist acts as a focal point for competitive product 
        positioning, and complete system configuration needs 
        including complimentary services. This Specialist insures 
        that Account Managers have access to the latest 
        information on storage system products, drives the 
        inclusion of storage system products into the account 
        plans, provides periodic business forecasts, and is the 
        primary PID delivery mechanism in the field.
        
Workstation Sales Specialists

        The Workstation Sales Specialist assists Account Teams in 
        the creation and response to a customer's open systems 
        opportunities and works with an Account Manager to arrive 
        at value-based pricing for a customer.

    It is the responsibility of the Account Manager or Sales Rep that has
    requested a PSST team member to become involved in a sales oppurtunity
    to have the customer needs qualified prior to bringing in any
    additional specialized resources. We should not be using our
    Specialists to do the sales job of determining customer needs, but
    ask them to participate in a well qualified , defined, sales
    oppurtunity.  Many of the other areas listed could best be handled
    by the System Sales Specialist supporting the account. HOWEVER,
    Training is of key importance for the entire sales force. The process
    to develop "Personalized Training Plans" for every U.S. field member
    is well underway.  Each Sales Specialist should have the oppurtunity
    to sit with their manager to review their goals and objectives for the
    upcoming fiscal year as well as a review of the account oppurtunities
    they will most likely be involved in.  The result of that discussion
    compared to the person's current competencies should be the input and
    basis of a Personalized Training Plan.
    

    None of the categories listed really fit what our group does which is
    to support Channels Accounts.  This is typical.  We've never
    comfortably fit into the systems.  My concern is that soon I'll get the
    yearly memo asking me to fit my square pegs into the round holes and it
    just won't work out again.  

    None of the above would matter, except that decisions regarding
    training, information exchange etc. are often made according to these
    classifications.

    A long way of asking, "Has anyone addressed how to classify Channels
    Support Specialists?"

       Would you please be more specific in what type of position you are
    referring to?  Do you mean a Systems Sales Specialist for Channels
    or a PSST working in a "Channels" Account Group?

    RE: .5
    
    What is the difference?  
    
    My folks are what used to be called Sales Support Specialists, before
    that Pre-sales Specialists. With all the newspeak, I am lost as to what
    we are called today.  
    
    None of the information that's in this note (and others regarding new
    names, titles etc.) has reached me any other way.  We're not doing a
    very good job of communicating.  
    
    Sandy

    In the old system there was sales people and sales support people. 
    Sales people sold and support people were technical (to a greater or
    lesser degree) and supported sales.
    
    Now there are Sales Specialists and some of these come from sales and
    some from support.  To date, however, I still see sales going to the ex
    support people for technical help and to ex sales people for
    'marketing' help.  The categories listed don't seem to address the
    realities of sales support in the field.
    
    While most ex support people have a technical specialty, most of
    support work requires a broad base of knowledge and is connected more
    with an account opportunity than a technical specialty.  When a
    specialist is used in this capacity what is the appropriate title under
    NMS?
    
    The titles mentioned seem to follow specific sales campaigns except for
    "Software Specialist".  Is this the category that is intended for most
    of what was previously called sales support?
    
    Peter Dillard

    In reply to 12.6 on getting information on NMS, please see note 10.0
    on documentation, videos, and a "Playbook" that is available. All
    Account Group managers have received the information listed and most
    have held trainging sessions for the field sales force. Try contacting
    these people for additional information or clarification.
    
    
    
    In reply to 12.7 on Sales Titles.
    
         Sales Representatives continue to be called Sales Representatives,
    not Sales Specialists. There are not ex-sales people and ex-technical
    people in one big bucket. The sales organization is made of sales 
    representatives working for Account Managers, Level One Managers.
    
         There is still a Sales Support Organization managed by Bob
    Schmitt. Sales Support is made of Sales Specialists working for
    PSSM(Product Sales Specialist Manager).
    
         System Sales Specialists provide specialized expertise in a
    variety of Applications and Technologies such as Manufacturing, 
    Finance, UNIX, or Networking.  As part of the Account Selling Team,
    they use their skills to clearly understand both the business and
    technical aspects of our customers problems and oppurtunities.  With
    this clear understanding, they and their team members develop workable
    solutions to these problems and oppurtunities and then assist in
    selling these solutions through effective proposals, presentations,
    demonstrations, and other selling activities.
    
         PSSM has been chosen as a generic designation for Level 1 managers
    of specialized selling teams. These teams may be composed of System
    Sales Specialists, Customer Service Sales Specialists, or Product
    Sales Specialists. In most cases these teams will be managed by their
    respective Sales Support, Customer Service, or Product Sales Specialist
    Managers (it has been suggested to retitle this position to 
    Professinal System Solution Manager). These PSSMs report to
    Account Group Managers and are responsible for ensuring the success
    of the account plans they support through providing the required
    System Sales Specialist effort and application/technology mix.
    
    

    -.1 seems to indicate that the title of Sales Support Manager is still
    valid under NMS; is this true?  If so then what are the differentiating
    elements between sales support managers and PSSMs?
    
    Also what are the differentiating factors between Systems Sales
    Specialist and Product Sales Specialists?
    
    Peter Dillard

    
      Sales Support Manager is no longer a valid title under NMS. Sales
    Support managers have a new title of PSSM. The position and definition
    are included in note 12.8.
    
         System Sales Specialists belong to the Sales Support Organization
    and Product Sales Specialists belong to the Sales Organization.  Both
    are members of the Account Selling Team. PSST job responsibilities
    are described in 12.1 and SS job responsibilities are described in
    12.8.
    
         If after reading both sections you still have questions or you
    feel I am not understanding your question please feel free to call
    me at DTN 264-0723 and I will be happy to discuss this further.

    Thanks, that seems clear enough.
    
    One followup question:
    
    	PSSM is the title that is used for both managers of sales support 
    	personnel and managers of sales personnel (product sales
    	specialists) though PSSMs for sales support have software job codes
    	and PSSMs for PSSTs have sales job codes?
    
    Peter Dillard

    If you want to get technical, there are two forms of Sales
    Support.  One group, known as System Sales Specialists (the
    old Sales Support) works for PSSM's and reports up to Bob 
    Schmitt.  The other group, known as Services Sales Specialists
    (the old Customer Services Account Support) works for Sales,
    reports to C.S. and reports up to Len Bizzarro.
    
    My understanding is that their counterparts who work on Account
    Teams for significant accounts, are called Account Integration
    Executives and Account Service Executives.
    
    I mention this only to help break the "old" way of thinking
    that there is only Sales and Sales Support.  True, but "Sales
    Support" now includes more than it used to.