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Field Sales Associate (FSA) Training Report

The Field Sales Associate (FSA) Training Report outlines the responsibilities and performance expectations for FSAs at AfroAddis, emphasizing a service contract relationship focused on sales targets and customer service. Key components include marketing strategies, credit management, and a structured career growth ladder, along with the importance of effective customer service in retaining customers and enhancing brand loyalty. The report concludes with a reflection on the integration of customer service within the organization and the significance of providing support, assistance, and advice to customers.

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61 views7 pages

Field Sales Associate (FSA) Training Report

The Field Sales Associate (FSA) Training Report outlines the responsibilities and performance expectations for FSAs at AfroAddis, emphasizing a service contract relationship focused on sales targets and customer service. Key components include marketing strategies, credit management, and a structured career growth ladder, along with the importance of effective customer service in retaining customers and enhancing brand loyalty. The report concludes with a reflection on the integration of customer service within the organization and the significance of providing support, assistance, and advice to customers.

Uploaded by

Alazar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Field Sales Associate (FSA) Training Report

Name: Alaza Workneh Tessema


Table of Content

Acronym ………………………………………………………………………………1

Engagement Modality………………………………………………………………….1

Company Profile……………………………………………………………………….2

Performance Management…………………………………………………………..…4

Marketing and Sales Activities………………………………………………………...4

Roles and Responsibilities of FSAs……………………………………………………5

Credit Management System……………………………………………………………6

Career Growth Ladder…………………………………………………………………6

Definition of Customer Service………………………………………………………..6

Importance of Customer Service………………………………………………………6

Key Activities in Customer Service…………………………………………………...7

Understanding and Reflection………………………………………………………….7

Conclusion……………………………………………………………………………..8

Acronym
FSA………………………………………………………… Field Sales Agent

TAAW……………………………………………………… Afro Addis way

TPARR…………………………………………………… Think, plan, act, review, report

DRP ………………………………………………………. Daily review and plan

WRP………………………………………………………. Weekly review and plan

ATL…………………………………………………………Above the line

BTL …………………………………………………………Below the line


Field Sales Agent (FSA) Training Report
Engagement Modality
The relationship between FSAs and Afro Addis is defined by a service contract, not an
employment contract. This distinction emphasizes the performance-driven nature of the
engagement. Key points include:

 I am required to meet minimum sales targets in the first two months.


 Consistently exceeding targets can lead to an employment contract after a probationary
period of 4-6 months.
 I will receive ETB 6,000 for transport, telephone, and lunch expenses, with a 1%
commission for incremental sales beyond the minimum target.
 Only those committed to developing themselves are encouraged to join.

Company Profile
AfroAddis operates under the legal name KYT Trading Pvt. Ltd. and focuses on several business
areas:

 Manufacturing
 Trading
 Import
 Export

Vision, Values, and Achievements


 Vision: To create a model company. To achieve this, I need to be a model FSA by being
separated from the crowd because I am elite in values.
 Values:
 Trust,
 Integrity,
 Professionalism,
 Social Responsibility.

Recognition

 AfroAddis has received the Best Taxpayer Award for two consecutive years.
 The company collaborates with over 20 banks and is a member of the Chamber of
Commerce.

TAAW
 TAAW: The AfroAddis Way—Sense of Ownership, Urgency, and Discipline.
o Sense of Ownership: I need to work with my own self-drive as if I am doing it
for myself.
o Sense of Speed (Urgency): I need to regret not completing a task yesterday, as
doing so allows me to take on the next day’s work.
o Discipline:
 Office: Includes punctuality, dressing appropriately, and other
professional behaviors.
 Cost: I should achieve tasks with the minimum cost possible.
 System: Ensuring all processes are followed ethically.
 TPARR: Think, Plan, Act, Review, and Report to ensure consistent performance. This is
a subpart of the Sense of Ownership, helping maintain focus and progress.

Performance Management
Effort and results are equally valued, supported by:

 DRP (Daily Review Plan): Conducted each day at the closing time in the evening.
 WRP (Weekly Review Plan): Conducted every Saturday to assess weekly progress and
build habits for success.

Marketing and Sales Activities


AfroAddis uses both Above-the-Line (ATL) and Below-the-Line (BTL) marketing strategies:

 ATL: Paid promotions such as TV, radio, and newspaper advertisements.


 BTL: Unpaid promotions, including door-to-door sales, telemarketing, and e-marketing
via platforms like Telegram.

Roles and Responsibilities of FSAs


FSAs play a critical role in driving sales and ensuring customer satisfaction. Key responsibilities
include:

1. Exceeding Sales Targets:


o Acquiring product knowledge.
o Planning and executing sales processes from prospecting to closing.
o Gathering market insights and submitting daily and weekly reports.
2. Customer Engagement:
o Building rapport and addressing customer needs effectively.
o Providing post-sale services and resolving issues promptly.
o Customer Service: The responsibility of every employee in the organization to
ensure a seamless experience.
3. Credit Management:
o Following structured credit cycles, including agreements with employers and
employees (two guarantors required).
o Ensuring proper documentation and compliance with company policies.
Sales Steps
The sales process consists of four main steps:

1. Prospecting:
o Identifying high-probability prospects and creating a detailed plan (10:4 ratio).
2. Presenting:
o Highlighting Unique Selling Propositions (USPs), including reasonable pricing,
complete household solutions, and reliable after-sales service (4:2 ratio).
3. Follow-Up:
o Maintaining consistent communication to address customer concerns and
inquiries.
4. Closing:
o Securing agreements and completing the sale efficiently (2:1 ratio).

Credit Management System


The credit process is structured and efficient, focusing on:

 Agreements with employers and employees to facilitate seamless transactions.


 Providing excellent customer service through comprehensive support and timely
responses.

Career Growth Ladder


Promotion within AfroAddis follows a structured path based on performance:

 Field Sales Associate (FSA)


 Coordinator
 Supervisor
 Manager
 Director
 Chief

Definition of Customer Service

Customer service is defined as the support, assistance, and advice provided by a company to its
customers both before and after they purchase or use its products or services. From the training, I
identified three core components of customer service:

 Support: Helping customers resolve their issues efficiently.


 Assistance: Guiding customers through processes and decisions.
 Advice: Providing valuable insights to customers, which is my primary role.

Importance of Customer Service


Effective customer service is critical to the success of any organization. The training emphasized
the following key benefits:

 Retaining Customers: Builds loyalty and ensures repeat business.


 Generating Referrals: Satisfied customers recommend services to others.
 Enhancing Brand Loyalty: Develops a positive image and trust.
 Sales: Creates opportunities for upselling and cross-selling.
 Achieving Competitive Advantage: Distinguishes the company from its competitors.

Key Activities in Customer Service

The training module outlined several essential activities, which I have summarized based on my
understanding:

1. Call Center Operations

 Handling inbound calls: Greeting customers warmly and addressing their needs.
 Making outbound calls: Clearly stating the purpose and assisting as needed.
 Maintaining a call log: Recording customer data accurately.

2. Customer Handling

 Employing personal ethics, such as appropriate dress and cleanliness.


 Using engagement techniques, including active listening, empathy, and problem-
solving.

3. Documentation

 Ensuring accuracy, completeness, and accessibility of customer-related information.


 Organizing records to facilitate easy retrieval when needed.

4. Product Knowledge

 Understanding core functionalities to assist customers effectively.


 Troubleshooting common issues to provide immediate solutions.

5. Collections and Follow-ups

 Reminder calls for due payments.


 Following up on overdue accounts with structured communication strategies.
 Sending formal dunning letters to ensure compliance and payments.

6. After-Sales Service

 Offering technical support and addressing warranty or return concerns.


 Collecting customer feedback to improve services.
 Proactively communicating updates to customers.
AA USP - Value Add – suggestions for improvement

• Delivery Communication:

• Delivery is done only for HHAs

• Delivery to all locations ONLY in AA

• There'll always be a long queue

• Delivery is done on First- come-first-served basis

• Customer Service team will call you to advise your schedule

• Delivery Confirmation

Understanding and Reflection

The training emphasized that customer service is not just a role but a critical organizational
function that integrates with other departments. The "Operations to Customer Service" workflow
highlights:

 Effective communication and documentation.


 The importance of transitioning smoothly from sales to customer service.
 Continuous performance reviews and process improvements.

Conclusion

From this training, I have gained a comprehensive understanding of customer service's scope and
significance. My primary role as an advisor ensures that customers receive valuable guidance,
contributing to their satisfaction and loyalty. By integrating support, assistance, and advice into
daily operations, I am confident in contributing to both customer and organizational success.

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