The purpose of the Online Sales Team is to generate sales growth, increase brand visibility, expand the customer base through effective digital sales strategies as a strong online presence for the organisation.
- REFERENCES
C-PR-01-001 OA Department
C-PR-02-001 MED Department
C-PR-03-001 ENG Department
C-PR-041-001 OA Service Department
C-PR-042-001 MED Service Department
C-PR-043-001 ENG Service Department
C-PR-05(HR)-001 HR Department
C-PR-05(Admin)-001 Admin Department
C-PR-07-001/2/3 Logistic Department
C-PR-08-001 Tender Department
C-PR-09-001 Rental Department
C-PR-10-001/2 Business Development Department
C-PR-11-001 Data Analyst Department
- DEFINITIONS
CEO = Chief Executive Officer
CFO = Chief Financial Officer
CSMO = Chief Sales & Marketing Officer
KPI = Key Performance Indicators
CS = Customer Service
- Responsibility
Head of department and Executives responsible for all the detailed CS Department functions in coordination with team members , other departmental heads, and top management.
0CS Organization Chart
- Scope of Work
5.1 Plan
5.1.1 Online Sales Team Planning
5.2 Do
5.2.1 Online Sales Team Activities
Customer Inquiry Handling
Contracting and Invoicing Process
Consignment Process
Handling the return Products
5.3 Check
5.3.1 Reporting (Daily, Weekly, Monthly)
5.3.2 Review the KPI’s result
5.4 Action
5.4.1 Corrective Action
- Detailed Procedure
6.1 Plan
6.1.1 Online Sales Team Planning
Online sales team identifies areas for improvement and sets specific goals. The team formulates strategies and action plans for increasing sales volume, implementing seasonal sales campaigns, social media traffic, improving conversion rates, social media response rate and enhancing customer satisfaction.
6.2 Do
6.2.1 Online Sales Activities
Customer Inquiry handling
Online sales team needs to respond to all social media chat boxes, questions and comments for Concordia Int Co.,Ltd Myanmar Page .Then records in Social Media Inquiry List (C-RE-00(CS)-001): for all the sales inquiries. Among all the inquiries, if the enquiry is related to another department, for example: service centre, the online sales person transfers info to the relevant service centre for the products which need technical support and services.
Contracting and Invoicing Process
Online sales team prepares the Contract/ Quotation (SAP Software) for the customers and forward it to the CSMO or CEO for approval. Once the CEO office approves the terms and conditions and price offers to the customer, they will forward the contract to the Finance department to issue Invoice and official contract before the contract is received by the Online sales team. After that Online sales team records in System.
Consignment
Online sales team need to do transfer requests and attach the relevant documents for the items for taking as consignment to show the customers for demo or urgent selling process.Online sales team need to get signature from Manager and then request file must be checked in stock and request signature from stock manager or CSMO. After getting the approval, sales executives can get the consignment. After demo to customer, return to store department within the specific date or if selling to customer, have to mention the consigned number for invoicing.
Handling of Returned Products
Online sales team needs to make documents and keep records of the receipt (of all returned Products) from the market (Online) within the defined period. And also the team ensures that all returned Products are kept in segregated warehouse location and recorded in the system.
Policies
- Ensure consistent and competitive pricing across all online platforms.
- Clearly communicate any discounts or promotions to customers.
- Respond promptly to customer inquiries and provide helpful and accurate information.
- Handle customer complaints with empathy and strive for swift resolution.
- Maintain a professional and courteous tone in all customer interactions.
- Follow up with customers to ensure satisfaction and gather feedback.
- Set clear expectations for order processing and delivery times.
- Monitor inventory levels and update product availability status promptly.
- Handle product returns and exchanges efficiently and in line with company policies.
6.3 Check
6.3.1 Reporting (Daily/ Weekly/ Monthly)
Online sales team members have to report management regarding daily activities, and further necessary information that assume that management should have known. The report Online Sales Team Report C-RE-00(CS)-002 has been submitted as daily, weekly and monthly basics. For the daily report, all members of 0CS Department report to management regarding their daily activities and working status. Continuously, the HOD or assigned person present in meetings regarding the team performance.
6.3.2 Review the KPI’s Result
The Head of Department reviews the progress and result of each KPI monthly, quarterly and Yearly. Based on the progress and achievement of KPI results, the Head of Department reviews the process of each plan for future responses by discussing with team members.
6.4 Action
6.4.1 Corrective Action
The Head of Department takes the action plan for rapid market responses by analysing the quantitative and qualitative report on each implementation.
- Reference Documents and Records
| Document Tile | Code |
|---|---|
| Social Media Inquiry List | C-RE-00(CS)-001 |
| Online Sales Team Report C-RE-00(CS)-002 | C-RE-00(CS)-002 |
- Summary Of Amendments
| Issue Level | Date | Text Affected |
|---|---|---|
| Prepared By | Checked By
Chief Sales & Marketing Officer |
Approved By
Chief Executive Officer |
|---|---|---|
| ……. / ……. / …….. | ……. / ……. / …….. | ……. / ……. / …….. |
Remarks:
- Use this document only, if it is stamped with the Blue One (Controlled Copy Stamp).
- No part of this procedure may be reproduced in any form by print, photocopy, microfilm or any other means wholly or partially, or disclosed to any person outside Concordia International Co., Ltd without written permission.
- This Document is authorised by the Chief Executive Officer, and any change thereof can only be made with his approval.