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Sales and MarketingPolicies, Procedures,and FormsHow to Drive Customer Satisfactionwith Improved Strategies and Tacticsusing Easily Editable Company Policies and ProceduresBizmanualz, Inc.St. Louis, MO, USACopyright 2007 / Bizmanualz, Inc.All rights reserved.

TRADEMARKSBizmanualz is a Trademark of Bizmanualz, Inc.This publication is sold with the understanding that the publisher is not engaged in renderinglegal, accounting, or other professional services. If legal advice or other expert assistance isrequired, the services of a competent professional should be sought. The Publisher cannot in anyway guarantee the forms, agreements and statements in this manual are being used for thepurpose intended and therefore assume no responsibility for their proper and correct use.Copyright 1994 – 2007, Bizmanualz, Inc.All rights reserved.Printed in the United States of AmericaISBN 1-931591-03-2Reproduction or translation of any part of this work beyond that permitted by section 107 or 108of the 1976 United States Copyright Act without the permission of the copyright owner isunlawful except as follows: Forms, Agreements and Procedure Statements may be reproduced bythe purchaser for use in connection with his or her company records or manual preparation. Allother publisher's rights under the copyright laws will be strictly enforced. Requests forpermission or further information should be addressed to the Information Requests andPermissions Department, Bizmanualz, Inc.Other Products from Bizmanualz, Inc., 41ISO 9001 QMS Policies, Procedures, and FormsISO 22000 FSMS Policies, Procedures, and FormsAS9100 QMS Policies, Procedures, and FormsAccounting Policies, Procedures, and FormsSecurity Planning Policies, Procedures, and FormsDisaster Recovery Policies, Procedures, and FormsComputer & Network Policies, Procedures, and FormsHuman Resources Policies, Procedures, and Forms000 Title-LicenseISBN 1-931591-075ISBN 1-931591-296ISBN 1-931591-261ISBN 1-931591-059ISBN 1-931591-024ISBN 1-931591-016ISBN 1-931591-067ISBN 1-931591-008Page 2 of 6

Sales & Marketing Policies, Procedures, and Forms ManualBizmanualz.comSales and MarketingPolicies, Procedures, and FormsTable of ContentsSection NameSection IDTab100Introduction. Tab 1200Manual Preparation. Tab 21. Introduction2. Installation Instructions3. Your Sales and Marketing Executives' Manual4. Effective Communication5. Sales and Marketing ProceduresSales and Marketing Executives' Manual . Tab 33001.0 Purpose2.0 Scope3.0 Management Responsibility4.0 Sales & Marketing Management System5.0 Processes and Controls6.0 Resource ManagementMarketing Planning. Tab 4400MP1000Strategy Team1.0 Forming the Strategy Team2.0 Planning a Development Schedule3.0 Project Cycle Management4.0 Project ReviewForms/RecordsMP1000-1 Project Planning TimelineMP1000-2 Project Status ReportMP1000-3 Strategy Team Review Checklist000 Table of ContentsPage 1 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDSection NameBizmanualz.comTabMP1000-4 Project Progress Review ChecklistMP1010Stakeholder Analysis1.0 Identify Project Stakeholders and Interests2.0 Determine Stakeholder Influence and Importance3.0 Stakeholder Analysis Review4.0 Stakeholder Analysis ReportForms/RecordsMP1010-1 Stakeholder Analysis MatrixMP1010-2 Stakeholder Analysis Review ChecklistMP1010-3 Stakeholder Analysis ReportMP1020Vision and Mission1.0 Vision and Mission Statement – Background2.0 Mission Statement3.0 Vision Statement4.0 Communicating the Vision / Mission5.0 Vision / Mission ReviewMP1030Marketing Research / Analysis1.0 Objective – The Target Market2.0 Identifying the Target Market3.0 Collecting and Organizing Market Data4.0 Analyzing and Interpreting Market Data5.0 Findings & Conclusions6.0 Adjusting the Marketing DatabaseForms/RecordsMP1030-1 Market Segmentation WorksheetMP1030-2 Marketing DatabaseMP1030-3 Market Analysis000 Table of ContentsPage 2 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDMP1040Section NameBizmanualz.comTabSituational Analysis1.0 Situational Analysis – Introduction2.0 Assessing the Company's Situation3.0 Scoring Attributes4.0 Analyzing Data5.0 Situational Analysis ReportForms/RecordsMP1040-1 SWOT Analysis WorksheetMP1040-2 Competitive Analysis WorksheetMP1040-3 Situational Analysis ReportMP1050Goals and Objectives1.0 Goals and Objectives – Background2.0 Setting Goals and Objectives3.0 Reviewing and Finalizing Goals and Objectives4.0 Communicating Goals and Objectives5.0 Monitoring Goals and ObjectivesForms/RecordsMP1050-1 Goals/Objectives WorksheetMP1050-2 Goals/Objectives StatementMP1060Marketing Strategy1.0Marketing Strategy – Introduction2.0Developing Marketing Strategy3.0Finalizing Marketing Strategies4.0Marketing Strategy ReviewForms/RecordsMP1060-1 Marketing Strategy MatrixMP1060-2 Strategy ChecklistMP1060-3 Marketing Strategy000 Table of ContentsPage 3 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDMP1070Section NameBizmanualz.comTabMarketing Plan1.0 Marketing Plan – Background2.0 Developing the Marketing Plan3.0 Reviewing and Finalizing the Marketing Plan4.0 Monitoring the Marketing PlanForms/RecordsMP1070-1 Marketing PlanMP1070-2 Marketing Budget TemplateMarketing Tactics. Tab 5410MT1000Advertising1.0 Advertising Plan – Background2.0 Developing the Advertising Plan3.0 Monitoring & Measuring the Advertising Plan4.0 Updating the Advertising PlanForms/RecordsMT1000-1 Advertising Review WorksheetMT1000-2 Advertising Objectives-Strategies WorksheetMT1000-3 Advertising PlanMT1000-4 Advertising Schedule (Sample)MT1010Internet Marketing1.0 Internet Marketing – Background2.0 Developing the Internet Plan3.0 Implementing the Internet Plan4.0 Monitoring the Internet Plan5.0 Updating the Internet PlanForms/RecordsMT1010-1 Internet Planning WorksheetMT1010-2 Internet PlanMT1010-3 Keyword Log000 Table of ContentsPage 4 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDMT1020Section NameBizmanualz.comTabPublic Relations1.0 Background2.0 Developing a Public Relations Plan3.0 Implementing the PR Plan4.0 Monitoring the PR Plan5.0 Updating the PR PlanForms/RecordsMT1020-1 Public Relations Plan WorksheetMT1020-2 PR Event ChecklistMT1020-3 Public Relations PlanMT1020-4 Media Kit ChecklistMT1020-5 Press Release TemplateMT1020-6 PR Events LogMT1030Trade Shows / Events1.0 Planning Trade Shows and Events2.0 Exhibiting3.0 Trade Show/Exhibit Evaluation4.0 Adjusting the Trade Show/Exhibit PlanForms/RecordsMT1030-1 Trade Show / Event Planning WorksheetMT1030-2 Trade Show PlanMT1030-3 Trade Show WorksheetMT1030-4 Trade Show ChecklistMT1030-5 Trade Show / Event Supply ChecklistMT1030-6 Equipment Request from InventoryMT1030-7 Show RegistrationMT1030-8 Visitor EvaluationMT1030-9 Trade Show / Exhibit Summary000 Table of ContentsPage 5 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDMT1040Section NameBizmanualz.comTabDirect Mail1.0 Introduction / Background2.0 Direct Mail Planning3.0 Direct Mail Campaign4.0 Monitoring and Measuring Direct Mail5.0 Adjusting the Direct Mail PlanForms/RecordsMT1040-1 Direct Mail Planning WorksheetMT1040-2 Direct Mail Budget WorksheetMT1040-3 Direct Mail PlanMT1050Lead Management1.0 Planning Lead Management2.0 Implementing the Lead Management Plan3.0 Monitoring and Measuring Lead Management4.0 Improving Lead ManagementForms/RecordsMT1050-1 Lead Management PlanMT1050-2 Leads DatabaseMT1050-3 Lead Management Status ReportSales . Tab 6420SL1000Customer Life Cycle Management1.0 Customer Life Cycle Stages and the Sales Pipeline2.0 Customer Life Cycle Management Plan3.0 Customer Life Cycle Management4.0 Monitoring Customer Life Cycle Management5.0 Improving Customer Life Cycle ManagementForms/RecordsSL1000-1 Customer Life Cycle Management Plan000 Table of ContentsPage 6 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDSL1010Section NameBizmanualz.comTabSales Management1.0 Sales Management Plan Overview2.0 Developing the Sales Management Plan3.0 Executing the Sales Management Plan4.0 Monitoring the Sales Management Plan5.0 Correcting the Sales Management PlanForms/RecordsSL1010-1 Sales Management PlanSL1010-2 Sales ForecastSL1010-3 Weekly Sales SummarySL1020Qualifying Leads1.0 Qualifying Leads – Planning2.0 Qualifying Leads3.0 Monitoring the Qualifying Process4.0 Improving the Qualifying ProcessForms/RecordsSL1020-1 Prospect Management PlanSL1020-2 Prospect DatabaseSL1020-3 Qualifying QuestionnaireSL1030Sales Calls1.0 Planning Sales Calls2.0 Conducting Sales Calls3.0 Monitoring Sales Call Effectiveness4.0 Adjusting the Sales Call Process5.0 Sales Account MaintenanceForms/RecordsSL1030-1 Sales PlanSL1030-2 Customer DatabaseSL1030-3 Order Database000 Table of ContentsPage 7 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDSection NameBizmanualz.comTabSL1030-4 Customer Contact WorksheetSL1030-5 Sales Account Maintenance PlanSL1040Customer Improvement1.0 Customer Improvement Plan2.0 Customer Improvement Actions3.0 Measuring Customer Improvement4.0 Enhancing Customer ImprovementForms/RecordsSL1040-1 Customer Improvement PlanSL1040-2 Customer Improvement Goals WorksheetSL1050Customer Service1.0 Customer Service Goals2.0 Customer Service Plan3.0 Servicing Complaints and Feedback4.0 Measuring Customer Service5.0 Improving Customer ServiceForms/RecordsSL1050-1 Customer Feedback FormSL1050-2 Customer Complaint-Feedback Strategy430Sales / Marketing Administration . Tab 7AD1000Document Control1.0 Procedure Format2.0 Work Instructions3.0 Forms4.0 Sales Collateral5.0 Document Approval6.0 Temporary Document Changes7.0 Document Revisions000 Table of ContentsPage 8 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDSection NameBizmanualz.comTab8.0 External Documents9.0 Document Distribution10.0 Document / Collateral ReviewForms/RecordsAD1000-1 Document RequestAD1000-2 Document Control DatabaseAD1010Record Control1.0 Identification of Records2.0 Record Generation3.0 Filing and Tracking4.0 Record MaintenanceForms/RecordsAD1010-1 Sales/Marketing Records ListAD1020Sales Supplies1.0 Identifying Sales Supplies2.0 Supplying Salespeople3.0 Measuring Use and Effectiveness of Sales Supplies4.0 Updating the Sales Supply ListForms/RecordsAD1020-1 Sales Supply Checklist/Order FormAD1030Sales Compensation1.0 Sales Compensation Plan - Background2.0 Creating the Sales Compensation Plan3.0 Monitoring the Sales Compensation Plan4.0 Improving the Sales Compensation PlanForms/RecordsAD1030-1 Sales Compensation Plan000 Table of ContentsPage 9 of 12

Sales & Marketing Policies, Procedures, and Forms ManualSection IDAD1040Section NameBizmanualz.comTabSales Hiring1.0 Sales Hiring Plan2.0 Selecting Sales Candidates3.0 Interviewing Sales Candidates4.0 Second Interviews and Making an Offer5.0 Monitoring the Sales Hiring Process6.0 Improving the Sales Hiring ProcessForms/RecordsAD1040-1 Qualification ChecklistAD1040-2 Interview GuidelinesAD1050Sales Training1.0 Sales Training Plan2.0 Sales Training3.0 Monitoring Sales Training4.0 Improving Sales TrainingForms/RecordsAD1050-1 Sales Competency MatrixAD1050-2 Individual Sales Training RecordAD1050-3 Sales Training PlanAD1060Meetings1.0 Meetings – Background2.0 Preparing for Meetings3.0 Conducting Meetings4.0 Meeting Follow-Up5.0 Meeting ReviewForms/RecordsAD1060-1 Meeting Agenda000 Table of ContentsPage 10 of 12