General Provisions
1.1. Purpose
This document establishes the structure of the KPIs and the Sales Plan for a Sales Manager, the measurement procedure, and the accountability scale for non-performance. The actual numeric values (plan targets and KPI quotas) are set in a monthly Order of the Head of the Sales Department (Section 2) and are not fixed in this document.
1.2. Scope
The document applies to all employees in the role of Sales Manager, including those acting in the role on a temporary basis.
1.3. Measurement Principles
- All metrics are pulled automatically from Zoho CRM based on data entered by the employee in line with the underlying Zoho Ecosystem Usage Regulation for the Sales Department.
- If CRM data does not match reality, the corresponding metric is treated as failed regardless of the employee’s actual performance.
- The measurement period depends on the metric (day / week / month). The final reckoning of the Plan and of violations is performed on the 1st business day of the following month.
1.4. Two Independent Accountability Tracks
Non-performance triggers measures along two independent tracks (Section 7):
- Sales Plan — escalation by consecutive months of failure.
- KPI / Underlying Regulation — escalation by the count of violations within a rolling window.
1.5. What This Document Sets vs. What the Order Sets
- The document fixes the structure: what is measured, how, in which period, and with what consequences. Signed once.
- The Order sets the actual numeric values for each month: the individual Sales Plan, the KPI quotas, the limits, and the parameters of the disciplinary scale.
Composition of the Monthly Order
The monthly Order from the Head of the Sales Department sets, for each calendar month:
1. Sales Plan
- Plan revenue in USD for the employee.
- Plan number of new clients broken down by each product / tariff.
- List of mandatory products (those for which the Plan must be met without exception).
2. KPI Standards
- Concrete values for "Activity" (tasks/day, meetings/week, new deals/month).
- Concrete intervals for "SLA" where the Order defines them (e.g., time to first touch on a new Lead).
- Limits for permissible deviations under "Pipeline Hygiene" and "Quality of Work".
3. Parameters of the Disciplinary Scale (Section 7.2)
- Length of the rolling window for the violations counter.
- Violation count thresholds for each of the 5 steps of the scale.
2.1. Publication Date
The Order is published in Zoho People no later than the 1st business day of the month it applies to. Until a new Order is published, the values from the previous Order remain in effect.
2.2. Acknowledgement
Every Sales Manager must acknowledge the Order (checkbox in Zoho People) within 2 business days of its publication.
2.3. Force of the Order
The Order has the same binding force as the present document.
KPI Standards Structure
3.1. “Activity” Group
| Metric | Period | Description |
|---|---|---|
| Closed tasks | day | Tasks closed with the Description field filled (Underlying Regulation 4.1). "Set Next Step" counts when, on closure, a real next task on the Deal has been created. |
| New deals in Sales | month | A Deal in the Sales Manager’s Owner that first entered the Sales pipeline and advanced at least one stage during the month. |
| Qualified meetings | week | New meetings at stage Discovery / QLF / Demo or beyond, marked in CRM as "Held" with a filled Result / Notes. |
3.2. “Response SLA” Group
| Metric | SLA | Description |
|---|---|---|
| First touch on a new Lead / Deal in Owner | set by the Order | During working hours — close the first task or take the inbound within the interval set by the Order. Outside of working hours — within the first business hour. |
| Missed call callback | 15 minutes | Per Underlying Regulation 9.1.4 — after becoming available. |
| Reply to a client on WhatsApp (via Zoho CRM) | 5 minutes | During working hours. Personal WhatsApp is prohibited by Underlying Regulation 5.2. |
| Reply to a client by Email | 4 hours | Per Underlying Regulation 9.3 — during working hours. |
| Logging activity result in CRM | 30 minutes | After completing a client activity (call, meeting, email, message). |
3.3. “Pipeline Hygiene” Group
| Metric | Period | Description |
|---|---|---|
| Overdue tasks | continuous | Overdue tasks must not exist at all — neither during the day nor at end of day. Each occurrence is a violation. |
| Open tasks at end of day | day | At end of day no overdue and no tasks scheduled for today may remain. All today’s tasks are closed with a result, or closed with a postponement reason and a fresh task created for the next day. |
| "Abandoned" Deals | day | An active Deal without an open task for the current or next business day is a violation (Underlying Regulation 4.5). |
| "Set Next Step" closed within 24 hours | day | The "Set Next Step" task is closed within 24 hours of creation, after a real next task has been set. |
| Mandatory field completeness | per deal | All mandatory fields for the current Pipeline stage are filled to 100% on every active Deal (Underlying Regulation 6.3). |
| Duplicates | per occurrence | Creating a duplicate Account / Contact / Deal is a violation. |
3.4. “Quality of Work” Group
| Metric | Period | Description |
|---|---|---|
| Closed Won documentation | per deal | Full set of documents in Attachments: completed questionnaire, signed SLA / SOW, payment confirmations. |
| Deal result write-up | per deal | Closed Won / Disqualified/Rejected — a summary in the Deal’s Description: what happened, what worked or did not, takeaways. |
| Manager review score | month | Once a month the direct supervisor performs a sample review of calls and notes. Scale 1–5 on: preparation, conversation handling, objection handling, follow-up, accuracy of CRM data. |
3.5. Conversions (informational)
Sales pipeline stages (Layout "Sales" in Zoho CRM):
Conversions across these stages are tracked on the Sales Manager’s and the supervisor’s dashboards as pipeline diagnostics. However:
- The Sales Manager’s goal is meeting the Sales Plan, not the conversions themselves.
- Conversions are not subject to disciplinary action.
- The quality of the inbound leads is not the Sales Manager’s responsibility.
Sales Plan Structure
4.1. Composition of the Plan
The monthly Sales Plan is set in the Order and consists of:
- Plan revenue in USD — the total Closed Won amount for the employee.
- Plan number of new clients per product / tariff — for each product on Vault’s current price list.
- List of mandatory products — those for which the Plan must be met without exception.
4.2. What Counts as Plan Achieved
The Sales Plan is considered met for the month when the employee has:
- Reached the plan revenue in USD, AND
- Met the client-count plan for every mandatory product.
Failing either condition is a Plan failure. The Plan is reckoned against Closed Won deals dated within the calendar month (Stage = Closed Won).
4.3. What Counts as Plan Overachieved (for Section 7.3)
The Sales Plan is considered overachieved by 20% or more when the actual revenue and the actual client count for every mandatory product simultaneously exceed the plan by 20% or more.
Source of Data and Calculation
5.1. Source
All metrics are pulled automatically from Zoho CRM Dashboards (Sales KPI Monitor → Sales Manager). Manual adjustments to the calculation are prohibited.
5.2. Transparency
- The Sales Manager has access to a personal real-time dashboard.
- A monthly report is sent to the employee in Cliq no later than the 3rd business day of the following month. The report covers separately: the Sales Plan status, the violations status, and the current position on the 7.2 counter.
5.3. Disputing the Calculation
- A disagreement is raised by filing a Zoho Desk ticket (type: KPI Dispute) within 5 business days of receiving the report.
- After 5 business days the calculation is considered accepted.
Relation to Bonus
The actual size of the bonus, the formula, and the conditions of payment are set by the individual agreement between the employee and the company and are not fixed in this document. Withholding of the bonus is possible as one of the measures under Section 7.2.
Accountability
7.1. Sales Plan Scale (by consecutive months)
| Step | Trigger | Measure |
|---|---|---|
| 1 | First month with a failed Plan | Written reprimand — placed in the employee’s record in Zoho People with a specific note: which plan target was missed and by how much. |
| 2 | Second consecutive month with a failed Plan | Termination of the contractor agreement at the company’s initiative. |
A single full month with the Plan met resets the consecutive-failure counter.
7.2. KPI / Underlying Regulation Violations Scale (by count)
Every recorded violation of the KPI Standards (Section 3) or of the underlying Regulation is added to a rolling window. The length of the window and the count thresholds for moving to each step are set by the Order.
| Step | Trigger | Measure |
|---|---|---|
| 1 | First threshold reached | Verbal warning with a record in Cliq and in the employee’s profile. |
| 2 | Second threshold reached | Written reprimand listing the violations. |
| 3 | Third threshold reached | Withholding of the monthly bonus with a stated rationale. |
| 4 | Fourth threshold reached | Second written reprimand. |
| 5 | Fifth threshold reached | Termination of the contractor agreement. |
Steps 1–5 are climbed sequentially. Recorded warnings and reprimands stay in the employee’s profile for 12 months and may be considered in subsequent reviews.
7.3. Plan Overachievement as a Mitigating Factor
If, for the month:
- The Sales Plan is overachieved by 20% or more (see 4.3), AND
- KPI / Regulation violations have been recorded in the same month,
— then the violations of that month are not added to the 7.2 counter. At the same time:
- The recorded violations are flagged in the employee’s profile as "deferred" (with type and date).
- Should new violations be recorded over the next 90 days, the 7.2 escalation skips one step — for example, on reaching the first threshold the Step 2 measure (Reprimand) is applied directly instead of the Step 1 measure (Verbal warning).
- A single full calendar month with no new violations and no deferred flags clears the deferred flags.
7.4. Right to Submit Explanations
Before each step from the second (Reprimand) onward, the employee is given 3 business days to submit a written explanation. The explanation is taken into account but does not erase the recorded fact when it is supported by the CRM data.
Final Provisions
8.1. Relation to the Underlying Regulation
The present Standards are an annex to the Zoho Ecosystem Usage Regulation for the Sales Department. Behavioural violations not covered here are handled under the underlying Regulation.
8.2. Acknowledgement
Every Sales Manager confirms acknowledgement of these Standards by ticking the corresponding checkbox in Zoho People. Until the acknowledgement is recorded, access to the Sales CRM pipeline is not granted.
8.3. Amendments
- The structure (Sections 2–4), the measurement procedure (Section 5), and the accountability scale (Section 7) are reviewed as needed and republished in Zoho People with mandatory re-acknowledgement.
- The numeric values are changed by the monthly Order and do not require re-signing of the present document.