BASIC

CALL
PROCEDURE
Step-by-step process applied by a salesman
in covering his store to ensure

Effectiveness
Efficiency and
Productivity
 Objectives
Grow the customer’s and
distributor’s businesses

Build a lasting relationship

7
Steps
Planning

Greet the Customer Store Check Make the Sale

Delivery and Collection Merchandising

Trade Goodwill Records and Reports

 Framework
BUSINESS INFORMATION
Negosyo Impormasyon

SERVICE
(Serbisyo)
Process Changes
Framework 12-Step BCP 7-Step BCP

Plan A Call Planning

Greet Customer
Store Check Greet the Customer
Business Preparation of Suggested Order Store Check
Presentation Make a Sale
Closing the Sale

Delivery & Collection Delivery & Collection

Service
Merchandising Merchandising

Trade Goodwill
Call Analysis Trade Goodwill
Information
Follow-Through Records & Reports
Records & Reports
PREPARE
through
PLANNING
ANALYZE
using
ACT INFORMATION

towards building
BUSINESS and
SERVICE
PREPARE
through
PLANNING
 ACT
towards building
BUSINESS and
SERVICE

1 - Greet the Customer

2 - Store Check
3 - Make a Sale
4 - Delivery & Collection
5 - Merchandising
ANALYZE
using
INFORMATION

6 - Trade Goodwill
7 - Records & Reports
PREPARE
through
PLANNING
ANALYZE
using
ACT INFORMATION

towards building
BUSINESS and
SERVICE
PLANNING & PREPARATION
CHECK and
PREPARE the
tools of the trade

ORGANIZER
1)DCR (Previous & Current)
2)Weekly Plan Form/Account
Plan(for newbies)
3)Block Map & Master list
4)Account Database (ADB)
Form
5)Customized Pricelist
6)Block Notebook
PLANNING & PREPARATION
CHECK and
PREPARE the
tools of the trade

SELLING TOOLS
7) Actual Product in Basket
8) Actual Samples of New
Product(NP)/Product
Highlight(PHI) or Promo
Items
PLANNING & PREPARATION
CHECK and
PREPARE the
tools of the trade

DRIVER/HELPER (if any)

9) Conduct “BLOW BAGETS”
10) Van Stocks Inventory/
Layout
11) Merchandising Tools &
POPs
PLANNING & PREPARATION
WEEKLY SPECIFIC BLOCK
PLANNING FORM OBJECTIVES

MUST OPPORTUNITY
OBJECTIVES OBJECTIVES

Sales BE HAPI Products

NOT YET carried /
tried or present in
New Product the store
Intro
Assortment Focused
(PC/ QPC) Products
(w/ ATL/BTL,
Reach POP/Decals, High
Placement Levels)
 (XT & NCR) DL Weekly Plan Form
Productivity Productive Sell-In data of
Summary Data as Summary last coverage
DL Weekly Plan Form

of last coverage
DSS Name: ________________________________ Objective for next in actual SR DSP: ____________________________________
XT or NCR in actual count/ week's coverage count & % JR DSP: ____________________________________

amount & % of the stated achieved Driver/Helper: ______________________________

achieved. Area: blocks. Area: Area:

For the Period Covered: Block: Block: Block:

Std
Target
_________________ Previous Commit Actual Previous Commit Actual Previous Commit Actual

CNT % CNT CNT % CNT % CNT CNT % CNT % CNT CNT %

Sales (Daily Target)

ATS

Gross Calls

Productive Calls

QPC

DCR Assortment / Be Hapi Previous Commit Actual Previous Commit Actual Previous Commit Actual

Products / SKUs CNT % CNT CNT % CNT % CNT CNT % CNT % CNT CNT %

1. 90% GC

2. 90% GC

3. 80% GC

4.
Top 5 Priority80% GC Sell-In Objective
5. 80% GC
SKUs with low for next week's
DCR Placements coverage of the
(lowest link) stated blocks.
 (XT & NCR) DL Weekly Plan Form

When Choosing for the SKUs to be prioritized:

• Identify Current Team Placement Level (to be done by DSS/TL)
• Through one-on-ones, identify the blocks that are below the
placement target.
• Level of Priority per SKU:
• Core
• DevCore
• New Product/PHI
PLANNING & PREPARATION
OPPORTUNITY OBJECTIVES:
OPPORTUNITY PRODUCT/S a.k.a.
COMPLETE ASSORTMENT

Prioritization selection of products with:

-ATL-”TVCs”
-BTL- w/ Promotions
-POPs- DECALS, etc.
-High Placement Levels in the block
Note: Opportunity Product/s a.k.a. Complete Assortment Objective:
(BE HAPI Products not yet carried / tried or present in the store)
-plan for ADDITIONAL three products only per visit(refer to previous DCR)
 (XT & NCR) Account Plan Form
ACTION OBJECTIVES RESULTS (checklist)
ACCOUNT Status Update
DEPTH (list SKUs) QPC NPI / PHI Merch DEPTH QPC NPI / PHI Merch

STORE 1

Top 10 Potential
STORE 2 Accounts Results based on the actual What happened, what are the
Priority SKUs based call learnings, and what are the
on NPI/PHI forwarding actions.
STORE 3

POPs to be installed
STORE 4
Target list of SKUs to sell SKUs to be highlighted
(hotspot/brand blocking)

STORE 5
Total # of SKUs to be sold
(Should be at or more than
QPC Requirement)
STORE 6

STORE 7

STORE 8

STORE 9

STORE 10

DSP Acknowledgement:_______________________ DSS/TL Acknowledgement:________________

Date:________________________________________ Date:___________________________________
Note: Using of Account Plan Form will still be used by new DSPs until regularization to
develop the know-how and discipline of planning per store
PC (Productive Call):
Nakabenta sa tindahan kahit 1 pack

QPC (Qualified Productive Call):

Required na bilang ng pack na mabenta sa tindahan,
minimum:
> XT: 26 @ 7
> NCR: 24 @ 4 – 26 @ 4(by July 2015)

Non-QPC:
Nakabenta ngunit kulang sa kailangang bilang para
makapag-QPC
Total Sales Objective (XT-Small/ Medium Route):
All SKUs sold (inclusive of Skyflakes and Fita)
= PHp 300,000/month or PHp 11,538/day at 26 days or
29 Stores @ Php400/ store.

ATS FMDC XT (Ave.Transaction Size):

Fast-Moving Dev. Core
(exclusive of Skyflakes and Fita) =
PHp 216,320/month or PHp 8,320/day at 26 days

QPC XT (Qualified Productive Calls):

Aim for:
a. 26@7: + 10 stores @ 9items = Php371 OR
b. 32@7: + 5 stores @ 9items = Php381/ store
Total Sales Objective (XT Big Route):
All SKUs sold (inclusive of Skyflakes and Fita)
= PHp 350,000/month or PHp 13,462/day at 26 days or
34stores @ Php 400/ store.

ATS FMDC XT (Ave.Transaction Size):

Fast-Moving Dev. Core
(exclusive of Skyflakes and Fita) =
PHp 216,320/month or PHp 8,320/day at 26 days

QPC XT (Qualified Productive Calls):

Aim for:
a. 26@7: + 10 stores @ 13 items = Php564 OR
b. 32@7: + 5 stores @ 18 items = Php766
Total Sales Objective (NCR):

All SKUs sold = PHP 240,000/month or

PHP 9,231/day at 26 days

QPC NCR (Qualified Productive Calls):

Aim for
a. 24@4 (Php325/ store) + 6 stores @ Php240 OR
b. 29@4 (Php325/ store)
c. 35@4 (Php266/ store)

PHI –NCR(MS Oyster Sauce 30gm/ Namnam

Regular 8g/ Namnam Red 9gm :
@ 20 stores per day
 Team Weekly Meeting Guidelines

1. Review of Last Week’s Performance

(Snapshot only)
2. Plans for the Next Week
1. Sales
2. Productivity
3. Placement Levels
3. Key Learnings from one-on-one sessions
4. Tips from DSS (Selling Techniques, etc.)
5. Directions from Monde
6. Other Matters
Planning Workshop Guidelines
Objective
1) To validate pre-worked WPF.
- cross tab pre-set Productivity Targets vs
Sales Objectives.
2) Practice the preparation of the Account Plan Form
for the Block.

Mechanics:
1) Use Pre-worked WPF and Previous DCRs to validate
Sales Targets vs Productivity Targets
2) Use APF to plan for specific accounts that will
contribute to sales and productivity objectives.

Tools:
1) pre-accomplished WPF with previous DCR(XT &
NCR) for Monday’s Block
2) DCR(XT & NCR) Blank Form for Monday’s Block.
3) APF Blank Form
STEP 1: GREET THE CUSTOMER

SMILE!
STEP 1: GREET THE CUSTOMER

S ay a personalized greeting
MAGANDANG
BUHAY
Mam/ Sir _____!
STEP 1: GREET THE CUSTOMER

Make eye contact

STEP 1: GREET THE CUSTOMER
Kami nga pala si <name (Sr. DSP)>at
si <name (Jr DSP/Driver/helper)> ,
ng <distributor name>. Kami po
exclusive distributor ng MONDE
NISSIN. At ito ang dala naming
<products(leading brands)>

I dentify yourself
STEP 1: GREET THE CUSTOMER

L ook confident
STEP 1: GREET THE CUSTOMER

KUMUSTA NA PO
ANG NEGOSYO
NATIN?

E ngage in small talk

(work-related)
STEP 1: GREET THE CUSTOMER

S ay a personalized greeting
Make eye contact
I dentify yourself
L ook confident
E ngage in small talk
(work-related)
STEP 1: GREET THE CUSTOMER
INTRODUCTION

dentify yourself – give the ff information:

Your name
Your company name
Your Principal’s Name
Your Products
For REGULAR CUSTOMERS, ask customer’s name
(if unknown or cannot recall)

For NEW CUSTOMERS, ask customer’s name.

 Magandang Umaga po, Mam Susan! … Kami
nga pala si <Harold (Sr. DSP)>at si INTRODUCTION
<Goody (Jr DSP/Driver/helper)> , ng
<RACE (distributor name)>. Kami po
exclusive distributor ng MONDE NISSIN.
At ito ang dala naming produkto <Skyflakes,
Fita at NCW(leading brands)>

Sir/Mam, ano po ang pangalan nila?

For REGULAR CUSTOMERS, ask customer’s name

(if unknown or cannot recall)

For NEW CUSTOMERS, ask customer’s name.

FOR NEW CUSTOMERS

COVERAGE
SCHEDULE

Sir/ Mam (name of customer)!

Kami po ang nagsisilbi sa mga
tindahan dito sa lugar niyo. ang
dalaw namin dito ay “every
two weeks” po. At ang
susunod naming dalaw ay sa…
(ang eksaktong araw at
date).
FOR NEW CUSTOMERS

Ito ang mga produktong dala TOP PRODUCTS

namin…
(present basket with products)
At ito ang mga produktong mabili
dito sa lugar ninyo…
(present the top 8 products)
Sir/ Mam (name of customer) Sa
puhunan na Php___ LANG,
pwedeng kumita ng Php___.
Idagdag po natin sa negosyo ninyo!
Kahit tig-isa lang...
 FOR NEW CUSTOMERS

Subukan po ninyo ang maki- SERVICES OFFERED

negosyo sa amin…
every two weeks ang dalaw
namin sa inyo, at makaka-asa
kayo na walang talo ang
negosyo ninyo sa amin… dahil,
kung merong diperensya ang
produkto natin, papalitan namin

Note: Then, to constantly build rapport, use customer’s name as often as needed
(at least during these three steps: greeting; make a sale & trade goodwill).
STEP 2: STORE CHECK
Ensure to determine the
NEEDS &
OPPORTUNITIES
in EVERY store

SELL-IN
Right Product Mix Right Quantity

SELL-OUT
Right Display Right Price Right Time
STEP 2: STORE CHECK

SELL-IN

Right Product Mix Right Quantity

Use PREVIOUS DCR to check PRODUCT ASSORTMENT

i-check kung anu-anong produkto ang dating meron, na wala na o konti na lang
(NEEDS) at ang mga wala pa(OPPORTUNITY) (Products not available) - batay
sa Be Hapi Product Guide

Kunin ang mga produkto mula sa basket at Isa-isang ipakita at ilapag sa harap ng
kustomer ang mga kailangan na produkto…

Tip: Ensure that all products in the basket are those on the Be Hapi to
ensure they will all contribute to a Qualified Productive Call (QPC).
 STEP 2: STORE CHECK
“Mam/ Sir(name of customer)!
Kumusta na po ang negosyo? Yung
mga produktong nabili nyo sa akin
noong nakaraang dalaw ko? Meron
pa ba o naubos na?

“Itong (banggitin at ipakita ang

actual na produkto galing sa
basket) bumili po kayo ng
isa…meron pa ba o wala na?
*(isa-isang banggitin at ipakita
para ipa-alala ang mga
produktong nabili at meron sa
negosyo niya noong nakaraang
dalaw…)

Note: kung ang sagot ni kustomer ay meron pa o konti nalang, itanong kung ilan pa? : At kung wala na,
itanong, Kelan naubusan?
STEP 2: STORE CHECK

Identify product STOCKWEIGHTS

Alamin kung anu-anong produkto ang naubos na at/ o kokonti nalang
ang imbentaryo
(Produktong kritikal na ang imbentaryo o dami)

Get more information about specific products that have run

out-of-stock,
to establish the need to adjust & increase order quantity.

SELL-IN

Right Product Mix Right Quantity

STEP 2: STORE CHECK
Note: at kung ang sagot
ni kustomer ay meron
pa o marami pa: itanong
ang mga ito….: Yan pa ba ang nabili ninyo sa
akin noong huli dalaw ko sa
inyo? At Kelan po ba kayo
naubusan ng ______?
Nakapamili ba kayo sa iba
bago ngayon?
(if customer answer is YES,
continue below…)

Ilan po ang nabili ninyo?

Meron pa po bang natira
sa binili ninyo? Ilan pa
po?
STEP 2: STORE CHECK
SELL-OUT

Right Display Right Price Right Time

Check Product VISIBILITY

I-check ang display ng mga produkto:
Kitang-kita ba ng mga mamimili?
Nasa HOT SPOT location ba?
Napapa-tingkad ba ang display ng produkto sa paggamit
ng Merchandising Guidelines at POPs… Lalo na para sa
mga FOCUS at HIGHLIGHTED SKUs.
STEP 2: STORE CHECK
Ensure Product AFFORDABILITY

If and when necessary, for new and pre-identified slow-

moving products, alamin sa kustomer kung - nasa tama
ang presyo ng mga produkto.

Ang Selling prices ay nasa tamang halaga ba?

(competitively affordable ba?)

SELL-OUT

Right Display Right Price Right Time

STEP 2: STORE CHECK
Ensure Product QUALITY

At para sa mga nabangit na “slow-moving” na produkto, ipaalam

at tingnan ang BBD (best before date). Tiyaking hindi
nagbebenta ng expired na produkto. At siguraduhing
sumusunod sa gabay na FIFO (first in, first out) ang pag ayos ng
display at pagbenta ng produkto.

I-check ang display ng mga produkto kung A-1 ang condition:

(1) Product freshness, and (2) Product storage

SELL-OUT

Right Display Right Price Right Time

STEP 3: MAKE THE SALE
Use CALL OBJECTIVES and
RESULTS of the STORE CHECK
in SUGGESTING ORDERS or
what products to SELL-IN…

NEEDS OPPORTUNITIES
Actual inventory of
existing stocks New products Placements
or Re-order
(displayed and stored)

Historical Purchases & Products NOT YET carried

existing Placement/s using with Marketing support
info from Previous DCR… (ATL/BTL campaign)
STEP 3: MAKE THE SALE
ALWAYS apply the
PERSUASIVE
SELLING FORMAT

Needs and/or Product Assortment

Opportunities

Solution Product Cost (Puhunan)

Benefits Projected Profit (Tubo/ Kita)

Product performance based on

Proof inventory and added information
STEP 3: MAKE THE SALE
Sir/ Mam Ito ang mga At Sir/ Mam (name)! Meron
produktong nakita akong gustong i-alok sa inyo na
natin na kailangan ng mga karagdagang at bagong
dating negosyo negosyo…
(3 PRE-PLANNED
ninyo… OPPORTUNITY PRODUCTS)…
STEP 3: MAKE THE SALE
Persuasive Selling Format (PSF)
para sa karagdagang at bagong negosyo aka the
pre-planned opportunity products.

Itong ____ (name of product), pwedeng kumita ng

Php (amt), ang puhunan niya ay Php (amt) lang.
(Qnty) ang laman ng isang bag at pwedeng i-benta
ng Php (amt) ang per piraso. Kaya, ang kita ay Php
(amt)...
At tamang-tama Sir/ Mam, meron siyang on-going
commercial…
Note: apply the same spiel for the other 2 pre-planned opportunity products

Proofs: Products with:

-ATL-”TVCs”
-BTL- w/ Promotions
-POPs- DECALS, etc.
-High Placement Levels in the bloc
 STEP 3: MAKE THE SALE
Persuasive Selling Format (PSF)
para sa karagdagang at bagong negosyo aka the
pre-planned opportunity products.

Itong Nissin Waffle Deluxe Mini, pwedeng

kumita ng Php 15 , ang puhunan niya ay Php 45
lang. 15 piraso ang laman ng isang bag at
pwedeng i-benta ng Php 4 ang per piraso. Kaya,
ang kita ay Php 15... (State the Benefit,
Features, then Benefit again)

At tamang-tama Sir/ Mam, meron itong on-going commercial…

at pag may commercial, masmabenta ang produkto dahil
pwedeng hinahanap o pag nakita, gustong subukan.(Prove the
Benefit)… Kayat siguradong mabebenta ang produkto at
kikita kayo. (Apply the Benefit to the Buyer)

Note: apply the same spiel for the other 2

pre-planned opportunity products
STEP 3: MAKE THE SALE
Persuasive Selling Format (PSF)
para sa karagdagang at bagong negosyo aka the
pre-planned opportunity products.
Mini-Workshop (Create Sample Spiels)

Proofs: Products with:

-ATL-”TVCs”
-BTL- w/ Promotions
-POPs- DECALS, etc.
-High Placement Levels in the block
STEP 3: MAKE THE SALE
Persuasive Selling Format (PSF)
para sa karagdagang at bagong negosyo aka the
pre-planned opportunity products.
Mini-Workshop (Create Sample Spiels)

Proofs: Products with:

-ATL-”TVCs”
-BTL- w/ Promotions
-POPs- DECALS, etc.
-High Placement Levels in the block
STEP 3: MAKE THE SALE
Siguraduhing maipadama
mo sa CUSTOMER na
siya ay iyong
PINAHAHALAGAHAN
sa pag-aalaga mo ng
kanyang negosyo...

Mam/ Sir (name of customer)!

Sa nakita natin na pangangailangan ng dating
negosyo(NEEDS);
at itong mga na present kong mga karagdagang at
bagong negosyo (OPPORTUNITIES);
ang kailangan natin puhunan ay (SOLUTION)
Php_____ LANG; pero Mam/ Sir (name),
sa mga negosyong ito, ang kikitain natin ay PhP_____
naman(BENEFIT) .
 STEP 3: MAKE THE SALE
Ulitin sa customer ang mga napagkasunduang
order
…and for products with additional quantities,
…start stating the customer's feedback about
the product's performance before stating the
quantity needed to be added from the previous
order.
…at ang dating isang bag na inorder nyo,
dadagdagan natin ng isa pa…
…at idagadag ang mga “sell-out tips”.

In presenting the actual products, ensure that they are

on the counter, right in front of the customer.
STEP 3: MAKE THE SALE

•WORKSHOP: TRIAD
•WORKSHOP: DEMO CALL
STEP 4: DELIVERY &
COLLECTION
Tiyakin ang mabilis, kumpleto at tamang paghanda ng Sales
Invoice.

Magpapirma sa kustomer ng Sales Invoice matapos

ang pag-check at pagtanggap ng mga produkto

I-ensure na kumpleto ang koleksyon at tamang paghanda ng

mga dokumento
(kung meron mga kailangang ihanda, tulad ng BO Slip)

PRESENT CHECK
COLLECT
(Sales Invoice,
(Sales
Products, Bad (Payment)
Invoice) Orders)
STEP 5: MERCHANDISING

Sanaying palaging inaayos o

pinapaayos sa kustomer ang pag-
display ng ating mga produkto para
maging “VERY VISIBLE” ang mga
produkto natin sa mga mamimili…

Dapat tulong-tulong ang

DSP at ang 2nd man sa
pagaayos o paghahanap ng
mga magandang display ng
mga produkto.
STEP 5: MERCHANDISING

In-store activity designed to speed-up

the movement of stocks from the SSS
shelves into the customers bag.
STEP 5: MERCHANDISING
Aims to achieve . . .
STEP 5: MERCHANDISING
Aims to achieve . . .
STEP 5: MERCHANDISING
EXECUTE the Merchandising Guidelines
needed in all Stores served.

Block Display
Exposed Brand Name
Hot-Spot Location
A-1 Condition of Products and POPs
Proper Display/ Use of POPs
Install POPs on-time
STEP 5: MERCHANDISING

Block Display
STEP 5: MERCHANDISING
STEP 5: MERCHANDISING
Exposed Brand Name
STEP 5: MERCHANDISING
Hot-Spot Location
STEP 5: MERCHANDISING
A-1 Condition of Products and POPs
STEP 5: MERCHANDISING
Proper Display/ Use of POPs
STEP 5: MERCHANDISING
Install POPs on-time
STEP 5: MERCHANDISING
EXECUTE the Merchandising Guidelines
needed in all Stores served.

Block Display
Exposed Brand Name
Hot-Spot Location
A-1 Condition of Products and POPs
Proper Display/ Use of POPs
Install POPs on-time
STEP 5: MERCHANDISING
When opening bags/ packs of our products,
RETURN them to the customer for their future
usage, such as: wrappers for eggs, garlic, onions,
etc. that their customers buy from them.
ROLE of the Jr DSP/2nd Man
Step 3 Make the Sale:
Records the orders in the tally
sheet during the repeating of the
orders.
Step 4 Delivery & Collection:
Replenishes the product
basket with the lacking
products based on the orders of
the customers…to become ready
for the next call.
Step 5 Merchandising:
Takes part in the
merchandising process
STEP 6: TRADE GOODWILL
Kilalanin ang mga store key personnel, owner at
ang business style nila para mas maka tulong sa
pagpalago ng negosyo nila sa tulong ng mga
impormasyon sa
Account DataBase (ADB)
STEP 7: RECORDS & REPORTS
ORGANIZE and DOCUMENT
all important information through
RECORDS and REPORTS
Make sure that all reports are
Daily Coverage Report (DCR)
UPDATED daily.

Weekly Plan Form/ Acct Plan Form(for new DSPs)

Block Map/ Master List

Account Database

Customized Price List

Block Notebook

Daily Productivity & Sales Monitoring(Folder at the Office)

IF and WHEN PROPERLY
and CONSISTENTLY
APPLIED during YOUR
visits…

WILL YOU BE MORE

EFFECTIVE?
EFFICIENT?
PRODUCTIVE?

WILL YOU GROW

THE BUSINESS and
BUILD LASTING
RELATIONSHIPS?
 SO LET’S DO
the BCP
PROPERLY and
CONSISTENTLY

THANK
YOU!