In your organization, please provide the names and titles of up to 5 people who are directly responsible for the company’s performance in the chosen category.
Tonia Sheppard, < 1 year
Bob Morrow, > 3 years
What is your department’s support goal?
To handle all customer and dealer inquiries quickly and professionally, referring consumers to a store in their area, connecting stores to the appropriate sales representative and assisting the representatives in their efforts. To help the customer find the product they want to buy so they can enjoy listening to their music in their vehicle.
Provide a brief description of how the department functions, and how the functionality benefits your customers.
We answer all calls personally. We have fast response time to messages, usually calls are returned within minutes or hours, not days. Accounting issues, shipment tracking information and technical support are readily available personally by phone, email, social media and website downloads, whichever the customer prefers. Our expert and knowledgeable support staff can immediately give recommendations to the customer to qualify for free shipping and discount programs to optimize their orders.
What sets your department apart from competitors’ similar departments?
Since all of our salespeople and sales managers are based in the US, we have faster response time to all sales inquiries domestically. The sales department communicates daily with all the other departments, to handle whatever sales requests are received. Our sales department is acutely aware of the link between sales and technical support, timely shipping of product, and POP materials such as literature and banners. All departments are inter-connected so that communicating with our dealers and sales representatives regarding all of their needs, whether it be product, literature or technical assistance, are met quickly and accurately with the goal to increase sales. Everyone in our company is easily accessible, and we have real one-on-one relationships with most of our dealers.
How has your department improved from 2011 to 2012?
We have added staff to field calls and fill orders quickly so that most orders ship the same day. We have quad fold brochures, full line literature, banners, decals, wearables and other POP materials readily available to increase brand awareness and assist the dealers in selling.
What changes or improvements, if any, are planned for your department in the coming year?
To follow through with the sales and support policies we have instituted and continue one on one contact with our sales staff in the field. We have added representatives in 5 territories, and will continue to pursue representatives in open territories of the US.