Rate Your Sales and Service Culture

Organizations that have successfully improved their sales and service performance have most likely achieved the benchmarks enumerated below. To gauge your organization's progress, use these values to rate the 16 criteria below. (Give yourself a half point if only part of the statement applies.)

Skills/Training

1.	Sales, Service and sales management training is conducted regularly.
2.	Product knowledge education program is in place.

Infrastructure

3.	Software being used effectively to target marketing efforts and reward staff based on performance.
4.	Verifiable written standards are in place to ensure service consistency.
5.	Ongoing customer service measurement is being conducted.
6.	Sales tracking and measurement system is in place that tracks team and individual results.
7.	Sales and service goals assigned to individual managers and employees.
8.	Performance evaluations for managers and staff include accountability for and sales and service results.
9.	Ongoing recognition and reward programs are in place to recognize superior service and sales performance.
10.	There is a process in place to coach low performance and reassign those who do not meet expectations over time.

Organization Developement

11.	Key Strategic initiatives and mission statement are understood throughout your organization.
12.	Strong sales and service communications program is in place.
13.	Senior management is actively involved and committed to sales and service.
14.	Sales and service meetings are regularly conducted for all staff.
15.	Sales and service results and success stories are published in staff newsletter.
16.	Internal service process encourages support between departments.
TOTAL