Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability toleveragethat information in creating customized customer solutions.
Communicatesthe importance of customer needs and expectations and commits to resolving them. Investigates and verifies customer needs and expectations. Solicits feedback on customer satisfaction and acts on improvement opportunities. Helps link organizationalobjectiveswith customer needs and expectations.Meetsregularly with customers to understand their wants, needs, and expectations.
Knowledge of the organization industry group, trends, directions, key issues, regulatory considerations, and market drivers; ability to apply industry knowledge appropriately across diverse situations.
Analyzes industry-specific flagship products and services. Demonstrates current knowledge of the regulatory environment affecting the industry segment. Describes the contribution of own function in relation to the industry segment. Participates in major industry professional associations and subscribes to industry-specific publications. Works with a significant industry segment and associated functions and characteristics.
Knowledge of the decision-making process and associated tools and techniques; ability to analyze situations accurately and make productive decisions based on informed judgment.
Applies assigned critical-thinking techniques in the decision-making process.Identifies, obtains, and organizes relevant data and ideas. Participates in documenting data, ideas, stakeholders, and processes. Recognizes, clarifies, and prioritizes concerns.Assistsin evaluating risks, benefits, and alternatives.
Understanding ofthe concepts, tools, and techniques of effective communication; ability to accurately convey, receive, and interpret ideas, information, and needs throughappropriate communicationbehaviors.
Provides useful feedback focused on behaviors without offending the recipient. Listens to feedback without defensiveness and uses it to improve communication effectiveness. Delivers oral presentations and prepares reports necessary for the role. Avoids technical jargon when inappropriate.Seeksand considers non-verbal cues from individuals and groups.
Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully throughout the organization and with external suppliers and customers in a constructive and collaborative manner.
Works to achieve mutual benefit in negotiations instead of adopting a win-lose approach. Focuses on issues rather than personalities.Usesactive listening and probing techniques to uncover issues, concerns, and interests. Demonstrates willingness to examineownposition. Presentsownposition and listens carefully to the position of others.
Knowledge of relationship management techniques; ability toestablishand maintain healthy working relationships with customers, suppliers, and colleagues.
Providestimelyand effective responses to customer requests and interactions.Monitorscustomer satisfaction levels regularly. Alerts the team to customer satisfaction issues. Differentiates roles and responsibilities in a business relationship. Works with customers to address critical issues and resolve major problems.
Knowledge of account management; ability to manage day-to-day activities while providing services and support to existing customers.
Participates in organizing and coordinating a team sale.Usesappropriate resourcesto support existing customers. Analyzes sales history and current activity of a specific account. Coordinates with internal support functions to meet unique customer needs. Provides account management support to a customer or specific account.
Knowledge of principles and practices for selling products, technology, and services; ability to provide overall product/service value and differentiate support offerings that address clearly understood customer needs.
Usesvalue-selling techniques to successfully engage customers.Researchesthe customer industry and organization before making sales calls. Analyzes issues and considerations relating to current value-selling practices and recommends potential improvements. Quantifies customer costs, benefits, and proposed value. Defines and documents value-added activities and their benefits beyond theinitialsales transaction.