Ventas B2C (Sales)

The PAE Sales Playbook is a strategic document that standardizes key activities and processes, ensuring efficiency and consistency in decision-making around Key Performance Indicators (KPIs).

It outlines five core areas:

1. Purpose and Mission

The mission of the Sales area is to transform every conversation into an opportunity for impact, helping entrepreneurs achieve a fantastic and abundant life. The core philosophy emphasizes Transformation over Transaction, Punctuality, and mutual Excellence and Profitability.

2. Policies

Core policies guide the sales process:

• Selling Strategy: Based on Consultative Selling and a Culture of Value (focus on ROI, not price).
• Presentations: Must use official PAE materials and emphasize Return on Investment (ROI).
• Follow-up: All prospect interactions must be responded to within a maximum of 24 business hours. Every contact must be documented in the CRM; less than 95% typification results in a commission reduction.
• Client Typification (A, B, C): Categorizes clients by value to guide personalized sales and retention efforts.
• Closing: High-ticket deals require a signed contract and a minimum 30% initial payment.
• Refund & Rescue: The policy mandates a prior diagnosis, prioritizing credit and rescue solutions (like program pause or change) over direct refunds.
• Ethics and Preparation: Mandates absolute transparency, professional Personal Presentation, and tactical preparation to anticipate objections.

3. Processes

Clear procedures ensure consistency:

• Sales → Customer Service Transition: A formal, multi-step process for a smooth client handoff, ensuring the Experience team handles immediate post-sale contact.
• Refund Process: A 4-step process requiring client history review, reason understanding, CRM typification, and seeking a win-win solution (e.g., credit or partial/duplicated credit).

4. KPIs and Performance Tracking

The playbook defines the primary KPIs used to measure sales effectiveness:

• Sales Revenue (Total, Received, Financed Income)
• Sales Growth Rate
• Sales per Representative
• Lead Conversion Rate
• Customer Acquisition Cost (CAC)
• Customer Lifetime Value (CLV)
• Churn Rate

5. Roles and Responsibilities

The Sales area has 5 key positions:

• Gerente de Ventas (CSO) (L4): Leads strategy and manages revenue targets.
• Supervisor de Call Center (SCC) (L2): Oversees the phone sales team and coaches.
• Asesor de Transformacion-Setter (L1): Focuses on lead education and setting appointments.
• Asesor de Transformación-Closer (L1): Specializes in negotiating and finalizing sales agreements.
• Quality Assurance (QA) (L1): Monitors sales interactions for quality and compliance.