Assigned Sales Person or agent and Reservation of Customer Accounts and Leads

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(Policy on end-user customers that wish to switch to a different sales person or sales entity or agent)
 
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== WHO THIS POLICY APPLIES TO AND WHO BENEFITS FROM THIS POLICY ==
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== PURPOSE OF THE POLICY ==
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* To provide a precise pathway to determine who receives commission and sales support when multiple parties wish to quote a customer location ACD services.
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* To ensure that the customer is properly serviced; from the customer's perspective.
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* To ensure that ACD pays commission to the Qualified Sales Representative that is responsible for the sales effort, as defined under this policy.
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* To eliminate channel conflict.
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* To make sure that a sales party that did not put in principal effort into a sale does not get credit for a sales party that did not put in the principal effort. Only one party will be determined to have put in principal effort into a sale.
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NOTE: <b>Non Qualified Sales Representatives</b> DO NOT receive the benefits under this agreement.
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== EXAMPLE SITUATION ==
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<b>Situation #1:</b><br>
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Qualified Sales Representative A has provided a quote to potential customer for Location C within the last 6 months. Qualified Sales Representative B has visited a customer or spoken to a customer and found out that another ACD Sales Representative A, has already interacted and/or quoted a customer for location C. Qualified Sales Representative B, wants to complete the sale and cut Qualified Sales Representative A out of the commission. Sales Representative B makes that assertion that they know the customer, they are best friends with customer, and can assure that the deal gets done, as the logic to cut out Sales Representative B of the deal for Location C.
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Result: Sales Representative A is due the commission.
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Reason: Sales Representative A first provided a quote.
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<b>Situation #1:</b><br>
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Sales Representative B has provided a quote to potential customer. Sales Representative A has visited a customer or spoken to a customer and found out that another ACD Sales Representative B, has already interacted and/or quoted a customer for a particular location. Sales Representative A, wants to complete the sales and cut Sales Representative B out of the commission. Sales Representative A makes that assertion that they know the customer, they are best friends with customer, and can assure that the deal gets done, as the logic to cut out Sales Representative B of the deal.
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Result: Sales Representative B gets to submit the quote and is due the commission.
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Reason: Sales Representative B first provided a quote.
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<b>Situation #2:</b><br>
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Sales Representative A already has completed and closed business with the customer at Location E. Sales Representative D finds out either via a visit that ACD has already provides service to one or more locations, and finds out from the Customer that the Customer would like service at Location F. Sales Representative C finds out that the customer wants service at location F, after Sales Representative D submits a quote request or feasibility request to ACD. Sales Representative C says that the customer is theirs. ACD's system documentation indicate that the Sales Representative C has not interacted with the customer in 6 months.
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Result: Sales Representative D gets to submit the quote and is due commission for the location F.
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Reason: The customer has not been interacted with by sales person C in a reasonable amount of time.
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<b>Situation #3:</b><br>
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Sales Representative G already has completed and closed business with the customer at Location I. Sales Representative H finds out either via a visit that ACD has already provides service to one or more locations, and finds out from the Customer that the Customer would like service at Location I. Sales Representative G finds out that the customer wants service at location I, after Sales Representative H submits a quote request or feasibility request to ACD. Sales Representative G says that the customer is theirs. ACD's Customer Management System documentation indicates that the Sales Representative G has a qualified interaction with the customer within the preceding 6 months
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Result: Sales Representative G gets to submit the quote and due commission for location I.
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Reason: The customer has been interacted with by sales person G in a reasonable amount of time.
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== DEFINITION OF SALES REPRESENTATIVES ==
  
 
A "Sales Representative" is the following:
 
A "Sales Representative" is the following:
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* ACD Sales Agents
 
* ACD Sales Agents
 
** An Agent Has an Executed Agent Agreement
 
** An Agent Has an Executed Agent Agreement
*** Agents may negotiate a different agreement with ACD, for a varying level of commission. If the agent requires a higher commission rate than the standard rate, the agent will receive a higher price than what other agents or other ACD sales persons sell services for.  
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*** NOTE ON MODIFIED AGENT AGREEMENT: Agents may negotiate a different agreement with ACD, for a varying levelS of commission. If the agent negotiated a higher commission rate than the standard rate, the agent will receive a higher price than what other agents or other ACD sales persons sell services for.  
 
* ACD Referral Partners
 
* ACD Referral Partners
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** This is a party that refers customers to ACD. They may or may not receive a referral fee.
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== DEFINITION OF A QUALIFIED OR NON QUALIFIED SALES REPRESENTATIVE ==
  
 
The definition of a qualified and a non-qualified sales representative are below:
 
The definition of a qualified and a non-qualified sales representative are below:
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A "<b>Qualified Sales Representative</b>" is a Sales Representative that has met the quota requirements under ACD Sales Person employee standards, ACD Sales Agent Agreement standards, or ACD Referral Agreement standards.
 
A "<b>Qualified Sales Representative</b>" is a Sales Representative that has met the quota requirements under ACD Sales Person employee standards, ACD Sales Agent Agreement standards, or ACD Referral Agreement standards.
  
A "<b>Qualified Sales Representative</b>" is a Sales Representative that has met the quota requirements under ACD Sales Person employee standards, ACD Sales Agent Agreement standards, or ACD Referral Agreement standards.
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A "<b>Non Qualified Sales Representative</b>" is a Sales Representative that has not met the quota requirements under ACD Sales Person, ACD Commission Only Sales Person employee standards, ACD Sales Agent Agreement standards, or ACD Referral Agreement standards.
  
== PURPOSE OF THE POLICY ==
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== ACCOUNT SIZE DEFINITION ==
  
* To provide a precise pathway to determine who receives commission and sales support when multiple parties wish to quote a customer location ACD services.
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An account is defined as a Smaller Account if the customer has been quoted services for less than $300 per month or less in the last 12 months.
* To ensure that ACD pays commission to the Qualified Sales Representative that is responsible for the sales effort, as defined under this policy.
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* To eliminate channel conflict.
+
* To make sure that a sales party that did not put in principal effort into a sale does not get credit for a sales party that did not put in the principal effort. Only one party will be determined to have put in principal effort into a sale.
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NOTE: <b>Non Qualified Sales Representatives</b> DO NOT receive the benefits under this agreement.
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An account is defined as a Large Account, if the customer has been quoted services for more than $300 per month or more in the last 12 months.  
  
== AGENT TYPES ==
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== RESERVATION PERIOD FOR A CUSTOMER ==
There are two types of agents:
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* '''Salesperson Agents''' that have been signed up by a sales person.
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A Qualified Sales Representative Reservation Period
** If a salesperson does not have active documented contact in CMS with the agent for a period of 12 months they will automatically be assigned to the sales provisioning pool.  
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* Small Accounts 4 months.
** If an agent has not had any sales within the last 12 months they will automatically be assigned to the sales provisioning pool.
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* Large Accounts 6 months.
* '''Sales Provisioning Pool Agents''' are agents that have not been signed up by a sales person and are managed and operated by the sales provisioning pool, or agents that have been moved to the sales provisioning pool.
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A Non Qualified Sales Representative Reservation Period
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* Small Accounts 2 months.
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* Large Accounts 3 months.
  
== RESERVATION POLICY FOR AUTOMATIC CUSTOMER RESERVATION BASED UPON SALES EFFORT ==
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== SAME PRICING PROVIDED TO ALL SALES REPRESENTATIVES ==
  
*A person that has made a stage 1 cold call to a potential customer puts an automatic reservation on the customer for 45 days.
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ACD provides the same price to all sales representatives.  
*A person that has made a stage 2 cold call to a potential customer puts an automatic reservation on the customer for 90 days.
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*A person that has made a stage 3 cold call to a potential customer puts an automatic reservation on the customer for 180 days.  
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== RESERVATION POLICY FOR CUSTOMER INITIATED INBOUND COMMUNICATION ==
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<b>Exception:</b> If a Sales Representative is under a modified agreement, i.e. where the rate is higher than the ACD standard rate, or where the terms are less favorable, ACD will have a modified price under that agreement, and the quotes the sales agent receives will be higher.
  
*If a potential customer initiates incoming contact to ACD, via phone, email or other incoming contact to ACD, the call will be guaranteed to be routed to the Qualifying ACD sales person that made the last made a valid cold call if within the reservation period.
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== PARTICULAR LOCATION ==
  
*If outside reservation period, if the customer calls in and does not know whom they spoke to, or does not indicate the salesperson contact, or preference to speak to a particular salesperson then the call will be routed to either the sales lead pool or to a house account order taker.  
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A particular location is a unique address or location that a customer can receive services.
  
*As an indication of the actual verifiable contact the sales person should at least obtain the persons name, phone number and/or email address of the person they have communicated with on the cold call, and or other contact or relevant information.
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== ORDER OF PRIORITY OF DETERMINING WHO IS IS THE SALES REPRESENTATIVE OF THE CUSTOMER FOR A PARTICULAR LOCATION ==
  
*As the records between CMS and Salesmap are synchronized and cross correlated, both should be checked if the customer is also in CMS.
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# Did the Sales Representative documented contact with the customer for the location in question in CMS (our online quoting tool) by requesting a quote or feasibility or by uploading a quote.
 
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# Did the Sales Representative document activities within CMS within the reservation period?
== Definition of a Cold Call Prospect ==
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# Was a documented quote delivered to the customer by the Sales Representative?
 
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*A stage 1 cold call prospect is when a message or other form of outbound communication exists to the customer record, i.e. a voice mail left or information left at the front desk of a potential customer location.
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*A stage 2 cold call prospect is when the person making the cold call has obtained information from the prospect about the a) existing service they have, b) the salesperson obtains direct contact information, i.e. email, phone extension, cell phone, and the persons name that has some decision/influence capacity.
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*A stage 3 cold call prospect is when the sales person has obtained enough information to provide a valid quote to the customer, and has delivered that quote and the customer has received it.
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== Documentation of a Valid Cold Call ==
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The documentation of a cold call must be made in either CMS or in sales map, or the sales prospect form. No other form of documentation or proof will be considered enforceable.
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An in person visit to the customer as well shall be considered to be the same as a phone call, as long as it is documented via email communication to sales@acd.net or in an outlook schedule or documented in the customer note shortly after the appointment was made.
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== Definition of Incoming Sales Lead Pool ==
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* Incoming Sales Lead Pool are the leads that are generated from incoming calls to the company, whether from previous sales efforts that did not produce a sale, generation of marketing or leads otherwise obtained.
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== 50% / 50% accounts==
 
== 50% / 50% accounts==
  
* A commission may be split by two sales persons, two agents, or an agent and a salesperson if it is agreed to by the two sales parties at the time of the submission of the quote to the customer and this is documented via the quote form and email to sales@acd.net with both parties cc'ed on the email communication. This must be agreed to mutually by two sales people or a different percentage as per agreement.
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* A commission may be split by a Sales Representatives, if it is agreed to by the two Sales Representatives at the time of the submission of the quote to the customer and this agreement to split the sales commission is documented to ACD. That agreement to split commission, should be documented via a sales@acd.net with both parties cc'ed on the email communication. This must be agreed to mutually by two sales people or a different percentage as per agreement. If there is not affirmative confirmation, ACD will not split the commission and will pay the Sales Representative that it determines is the Commissionable Sales Representative.
  
 
== Policy in multiple sales people or agent entities quoting a customer ==
 
== Policy in multiple sales people or agent entities quoting a customer ==
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* The quote must be uploaded and/or provided to ACD at the time the quote is submitted to the following email address sales@acd.net or upload.salespersonname@acd.net to have credit. If the quote is not provided to ACD at the time of submission, credit is not provided. No other form or proof will be considered under any circumstance.  
 
* The quote must be uploaded and/or provided to ACD at the time the quote is submitted to the following email address sales@acd.net or upload.salespersonname@acd.net to have credit. If the quote is not provided to ACD at the time of submission, credit is not provided. No other form or proof will be considered under any circumstance.  
 
* Only one quote has gone to the customer. If two quotes have gone to the customer, the quote that was first submitted to the customer and the quote was documented to ACD, the sales party who first submitted shall be the controlling party for the sales and all sales commission. The party that is second, third or further to submit the quote will not be provided credit for any sale.
 
* Only one quote has gone to the customer. If two quotes have gone to the customer, the quote that was first submitted to the customer and the quote was documented to ACD, the sales party who first submitted shall be the controlling party for the sales and all sales commission. The party that is second, third or further to submit the quote will not be provided credit for any sale.
* The quote that is documented is not older than 12 months. If the last quote provided to the customer is older than 12 months there is no reservation.
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* The quote that is documented is not older than 180 days. If the last quote provided to the customer is older than 180 days there is no reservation.
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== Policy on end-user customers that wish to switch to a different sales person or sales entity or agent ==
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* The salesperson is required to maintain a functional and useful relationship with the assigned salesperson.
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* The customer may switch to another agent/sales person/sales entity or agent, but the customer must indicate some dissatisfaction associated with the existing agent/salesperson/sale entity or agent, upon written notification to ACD, will notify the the existing sales agent/sales person/sales entity or agent, and after 30 days, if the existing sales party has not repaired whatever relationship issue that may exist, the account transfer will occur, including the transferrance of commission if paid on recurring basis. If paid on one-time basis, the new salesperson will recieve no commission until a new contract is signed, and the commission will be adjusted to incorporate one time or recurring commissions deductions for the commission paid to the existing customer.
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* All decisions will be made by ACD at our discretion in the best interest of the customer, and ACD's assessment will be final in this manner.  
  
 
[[Category:Sales]]
 
[[Category:Sales]]
 
[[Category:Administration]]
 
[[Category:Administration]]
 
[[Category:Employee Manual]]
 
[[Category:Employee Manual]]

Latest revision as of 17:12, 26 February 2021

Contents

[edit] PURPOSE OF THE POLICY

  • To provide a precise pathway to determine who receives commission and sales support when multiple parties wish to quote a customer location ACD services.
  • To ensure that the customer is properly serviced; from the customer's perspective.
  • To ensure that ACD pays commission to the Qualified Sales Representative that is responsible for the sales effort, as defined under this policy.
  • To eliminate channel conflict.
  • To make sure that a sales party that did not put in principal effort into a sale does not get credit for a sales party that did not put in the principal effort. Only one party will be determined to have put in principal effort into a sale.

NOTE: Non Qualified Sales Representatives DO NOT receive the benefits under this agreement.

[edit] EXAMPLE SITUATION

Situation #1:
Qualified Sales Representative A has provided a quote to potential customer for Location C within the last 6 months. Qualified Sales Representative B has visited a customer or spoken to a customer and found out that another ACD Sales Representative A, has already interacted and/or quoted a customer for location C. Qualified Sales Representative B, wants to complete the sale and cut Qualified Sales Representative A out of the commission. Sales Representative B makes that assertion that they know the customer, they are best friends with customer, and can assure that the deal gets done, as the logic to cut out Sales Representative B of the deal for Location C.

Result: Sales Representative A is due the commission.

Reason: Sales Representative A first provided a quote.

Situation #1:
Sales Representative B has provided a quote to potential customer. Sales Representative A has visited a customer or spoken to a customer and found out that another ACD Sales Representative B, has already interacted and/or quoted a customer for a particular location. Sales Representative A, wants to complete the sales and cut Sales Representative B out of the commission. Sales Representative A makes that assertion that they know the customer, they are best friends with customer, and can assure that the deal gets done, as the logic to cut out Sales Representative B of the deal.

Result: Sales Representative B gets to submit the quote and is due the commission.

Reason: Sales Representative B first provided a quote.

Situation #2:
Sales Representative A already has completed and closed business with the customer at Location E. Sales Representative D finds out either via a visit that ACD has already provides service to one or more locations, and finds out from the Customer that the Customer would like service at Location F. Sales Representative C finds out that the customer wants service at location F, after Sales Representative D submits a quote request or feasibility request to ACD. Sales Representative C says that the customer is theirs. ACD's system documentation indicate that the Sales Representative C has not interacted with the customer in 6 months.

Result: Sales Representative D gets to submit the quote and is due commission for the location F.

Reason: The customer has not been interacted with by sales person C in a reasonable amount of time.

Situation #3:
Sales Representative G already has completed and closed business with the customer at Location I. Sales Representative H finds out either via a visit that ACD has already provides service to one or more locations, and finds out from the Customer that the Customer would like service at Location I. Sales Representative G finds out that the customer wants service at location I, after Sales Representative H submits a quote request or feasibility request to ACD. Sales Representative G says that the customer is theirs. ACD's Customer Management System documentation indicates that the Sales Representative G has a qualified interaction with the customer within the preceding 6 months

Result: Sales Representative G gets to submit the quote and due commission for location I.

Reason: The customer has been interacted with by sales person G in a reasonable amount of time.

[edit] DEFINITION OF SALES REPRESENTATIVES

A "Sales Representative" is the following:

One of the categories of persons or companies:

  • ACD Sales Persons
    • This is an employee of ACD, and is typically paid some salary plus commission
  • ACD Commission Only Salesperson
    • This is an employee of ACD, and is not paid a salary
  • ACD Sales Agents
    • An Agent Has an Executed Agent Agreement
      • NOTE ON MODIFIED AGENT AGREEMENT: Agents may negotiate a different agreement with ACD, for a varying levelS of commission. If the agent negotiated a higher commission rate than the standard rate, the agent will receive a higher price than what other agents or other ACD sales persons sell services for.
  • ACD Referral Partners
    • This is a party that refers customers to ACD. They may or may not receive a referral fee.

[edit] DEFINITION OF A QUALIFIED OR NON QUALIFIED SALES REPRESENTATIVE

The definition of a qualified and a non-qualified sales representative are below:

A "Qualified Sales Representative" is a Sales Representative that has met the quota requirements under ACD Sales Person employee standards, ACD Sales Agent Agreement standards, or ACD Referral Agreement standards.

A "Non Qualified Sales Representative" is a Sales Representative that has not met the quota requirements under ACD Sales Person, ACD Commission Only Sales Person employee standards, ACD Sales Agent Agreement standards, or ACD Referral Agreement standards.

[edit] ACCOUNT SIZE DEFINITION

An account is defined as a Smaller Account if the customer has been quoted services for less than $300 per month or less in the last 12 months.

An account is defined as a Large Account, if the customer has been quoted services for more than $300 per month or more in the last 12 months.

[edit] RESERVATION PERIOD FOR A CUSTOMER

A Qualified Sales Representative Reservation Period

  • Small Accounts 4 months.
  • Large Accounts 6 months.

A Non Qualified Sales Representative Reservation Period

  • Small Accounts 2 months.
  • Large Accounts 3 months.

[edit] SAME PRICING PROVIDED TO ALL SALES REPRESENTATIVES

ACD provides the same price to all sales representatives.

Exception: If a Sales Representative is under a modified agreement, i.e. where the rate is higher than the ACD standard rate, or where the terms are less favorable, ACD will have a modified price under that agreement, and the quotes the sales agent receives will be higher.

[edit] PARTICULAR LOCATION

A particular location is a unique address or location that a customer can receive services.

[edit] ORDER OF PRIORITY OF DETERMINING WHO IS IS THE SALES REPRESENTATIVE OF THE CUSTOMER FOR A PARTICULAR LOCATION

  1. Did the Sales Representative documented contact with the customer for the location in question in CMS (our online quoting tool) by requesting a quote or feasibility or by uploading a quote.
  2. Did the Sales Representative document activities within CMS within the reservation period?
  3. Was a documented quote delivered to the customer by the Sales Representative?

[edit] 50% / 50% accounts

  • A commission may be split by a Sales Representatives, if it is agreed to by the two Sales Representatives at the time of the submission of the quote to the customer and this agreement to split the sales commission is documented to ACD. That agreement to split commission, should be documented via a sales@acd.net with both parties cc'ed on the email communication. This must be agreed to mutually by two sales people or a different percentage as per agreement. If there is not affirmative confirmation, ACD will not split the commission and will pay the Sales Representative that it determines is the Commissionable Sales Representative.

[edit] Policy in multiple sales people or agent entities quoting a customer

  • The first party that requests a fiber feasibility to submit a quote to a party is the entity that controls the submission of an order or a quote, and gets credit for the commission, if the following is true:
  • The quote must be uploaded and/or provided to ACD at the time the quote is submitted to the following email address sales@acd.net or upload.salespersonname@acd.net to have credit. If the quote is not provided to ACD at the time of submission, credit is not provided. No other form or proof will be considered under any circumstance.
  • Only one quote has gone to the customer. If two quotes have gone to the customer, the quote that was first submitted to the customer and the quote was documented to ACD, the sales party who first submitted shall be the controlling party for the sales and all sales commission. The party that is second, third or further to submit the quote will not be provided credit for any sale.
  • The quote that is documented is not older than 180 days. If the last quote provided to the customer is older than 180 days there is no reservation.

[edit] Policy on end-user customers that wish to switch to a different sales person or sales entity or agent

  • The salesperson is required to maintain a functional and useful relationship with the assigned salesperson.
  • The customer may switch to another agent/sales person/sales entity or agent, but the customer must indicate some dissatisfaction associated with the existing agent/salesperson/sale entity or agent, upon written notification to ACD, will notify the the existing sales agent/sales person/sales entity or agent, and after 30 days, if the existing sales party has not repaired whatever relationship issue that may exist, the account transfer will occur, including the transferrance of commission if paid on recurring basis. If paid on one-time basis, the new salesperson will recieve no commission until a new contract is signed, and the commission will be adjusted to incorporate one time or recurring commissions deductions for the commission paid to the existing customer.
  • All decisions will be made by ACD at our discretion in the best interest of the customer, and ACD's assessment will be final in this manner.
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