PRIMUS Global Services - Sales and Service Success

This course is designed to provide you with instruction in the essential processes and steps for you to be successful in the IT service and solution industry as part of the PRIMUS Global Services team.

Welcome aboard!

Cornerstones of Success - Attitude, Expectations and Goals

Critical Success Factors: What makes a great BDM, AM or Technical Recruiter


  • Treat your desk as “your business”

  • Foster and embody a sense of urgency                        

  • Prospect, Service and Recruit relentlessly                   

  • Own the REQ, be accountable              

  • Always expand our client and candidate base, work an active target list, candidate pipeline (hot list)

  • Every interchange in our business is not a transaction - - it is a process, a “relationship”  

Time and Desk Organization

  • What we all have in common: what separates winners from losers?
  • Time Blocking – The PRIMUS Recruiting Process supports effective time management
  • Plan your day    (one hour per day)                    
  • Eliminate personal calls, conversations, or activities during business hours                   
  • “What is the most important task I can work on right now?”

 Qualified REQs , quality candidates  and coverage in the same day  are the cornerstones of success in the IT Services industry.

Expectations and Goals - Business Development

Business Development

  • 12 prospect account “A Level” discussions/presentations per month.  “A Level” discussions are formal presentations with prospect contacts qualified as a hiring authorities and/or final decision makers. The BDM is expected to actively engage in ongoing account development. 
  • Account closures (signed MSA): 1 per month and a minimum target of 48 new hires at new accounts overall per year
  • Keep management informed by submitting activity and results reports, such as daily call information (in ACT!), weekly work plans, and monthly and annual Prospect Target List analysis
  • Actively seeks out and adds new prospect accounts to Target Lists based on approval of management


Expectations and Goals - Account Management

  • 6 conversations per month (minimum) per assigned Client contact.  The Account Manager is expected to contact, establish and build productive service sales relationships on a daily basis with the Company’s client prospects and established account contacts as assigned by the Company’s senior management.  
  • At a minimum, 45 Requirements must be qualified and entered in the Company’s database for Recruiting monthly.
  • An 80% coverage rate (submittals of qualified candidates to end clients) must be achieved for Requirements accepted by the Account Manager for Recruiting.  The Account Manager is responsible for leading, directing and participating, on a “hands-on” basis, in service delivery and project staff recruiting efforts to satisfy Client Requirements.
  • A minimum of 10 end client interviews for candidates submitted by the Account Manager.  Each interview must be entered and tracked in the Company’s database (Zoniac).
  • Monthly conversations/status calls are required with each placed consultant.  As an Account Manager you will work continuously to ensure project staff employee retention through regular contact with placed consultants and contractors.  Conversation details and related assignment status updates are to be entered and tracked in the Company’s database (Zoniac).

Expectations and Goals - Technical Recruiting (U.S.)

  • Achieve an 80% coverage rate (submittals to Client) of assigned Job Requirements in the same day the Job Requirement received.  “Coverage” is defined as candidate submittals to the Account Manager that are, in turn, qualified for submission to the Client.
  • At a minimum, 4 submissions to Account Managers where 3 submissions are qualified for submission to the Client by the Account Manager, are required per day.
  • Interview Activity Notes are required to be entered in Zoniac for all candidates that are interviewed, added to the Hotlist or submitted to an Account Manager.  In addition to other important information, details about the candidate’s availability dates, location preference, current earnings/pay rate requirements, skill qualifications and work status should be entered for each candidate.  Any further communication (beyond submittal) must be entered at the same time the conversation occurs.
  • A minimum placement objective of one (1) placement (full-time or contract) with PRIMUS Clients is required per month.

Test your knowledge

1.  is the one thing we have in common with our competitors.  It was what we do with them that makes the difference between success and failure.

2. Working with a  is a critical success factor in the IT Services industry.

3. Another critical success factor for those successful in the IT services industry is to take  of their desk and be accountable.

4.  is a term that means we have "submitted" at least one project resource within 24 hours (or in the same day) to our client for an open REQ. 

5.  and  are effective time management techniques used to run a successful desk.

6. ,  and  are the cornerstones of success in the IT Services industry.

IT Solutions and Services - The Industry

It is 2016 - Where is the business ?

85% percent of the IT spend is in the Fortune 500

Large client companies ($750m + Revenue)

  • Controlled by MSP’s or internal restricted vendor lists
  • Long sales cycles to become a preferred vendor, access may be obtained as a sub-contractor (lower margins and control)
  • Lower bill rates and margins – dictated by client (HR or Purchasing)
  • REQs are heavily competed by preferred vendors and their sub-contractors
  • Success is dependent on quality, submittal timeframes and rates
  • Access to hiring managers is restricted or forbidden

Mid-size client companies ($250m - $750m Revenue)

  • Access to hiring managers
  • Higher margins
  • Lower competition
  • Shorter sales cycles

IT Consulting Growth

“Staffing Industry Analysts estimates growth in the US market at 6% this year, and project a similar rate of growth in 2016, which would bring its scale to an all-time high of $28.9 billion. While signs indicate that demand remains fairly robust, an uptick in perm conversions on top of an already-tight supply environment for many IT skills has made recruiting particularly challenging.” 

IT Consulting Growth

Test your knowledge

1.  of the IT spend is controlled by the Fortune 500.

2. Staffing Industry Analysts estimates growth in the US market at  this year.

3. Large client companies ($750m + Revenue) controlled by  or internal restricted .

4. REQs in the large companies are heavily competed by preferred vendors and their sub-contractors.  Success is dependent on and .

5.   Mid-size client companies ($250m - $750m Revenue) are characterized by allowing  , higher margins,  and .

Taking and Qualifying Project Requirements

Service Delivery Overview



Qualifying REQs

  • Skills – is the expectation for skills/experience reasonable?  Have we the experience (a hotlist) in working on this skill?
  • Length of time open – how long has the REQ been open?  Would you want to use our valuable recruiting time on a REQ that has been open for a month, to 30 vendors, where there is no client control and they will only accept “local” W-2 candidates?

  • Sense of urgency, end client control and/or exclusivity – will the client move forward quickly, is the need urgent, do we or our partner firm have direct contact with the hiring manager?  What is the history with this client – interviewing, hiring?

  • Competition – are we competing with 10 or 40 firms?
  • Bill rate and related pay rate – is it possible to recruit the position and earn a solid margin?

  • Work status – are only W-2 and GC candidates feasible for this position?  Can we sub-contract?

  • Duration

  • Location

Test your knowledge

REQ Qualifiers

  1. In qualifying REQs we need to make sure the expectation for  is reasonable? 
  2. Understanding the  will help us use our valuable recruiting time effectively. 
  3. A and/or exclusivity will help determine if the client move forward quickly.  Other important qualifying factors include:
  4.  – are we competing with 10 or 40 firms?
  5.  and related pay rate – is it possible to recruit the position and earn a solid margin?

  6.  – are only W-2 and GC candidates feasible for this position?  Can we sub-contract?

  7. Duration

  8. Location

Sales and Account Development

10 Step Sales Process - Impressions

SAMPLE - 10 Step Impression Sales Process – 75 days
Direct Clients





Calls - Ongoing



Intro EM #1 (who we are and what we do)

While the Activity steps continue to make “no message left” calls in an effort to connect (note as “CA” for "call attempted" in ACT)








Once a CXT (connect) with the prospect is made – qualify the prospect for business and discuss next steps.  Follow-up the CXT with a hand written note and promo item by mail.








Alternative Step #6 (if local) – drop by the prospect’s lobby with a hand written note and leave behind.  F/up with EM #4





Call/CXT or LM – send EM #2 (what we solve, how we can help)



Drop by lobby, ask for appt., leave “note”

(Assemble G-2 from prior employees, connections and job postings)



Submit one strong resume unsolicited (include EM #3, an example of the typical expertise we have on-hand)



Call/CXT or LM to f/up resume submittal



Letter (snail mail) out with article.  Send LinkedIn invite to connect



Call/CXT or LM – mention a LinkedIn invite (with a reason – setting up a group, etc.)



News item of interest #2 via EM



Send a note about a birthday, group, volunteer oppty



Call/CXT or LM, EM #5 talk about past relevant projects


This process combines impression marketing with a planned sales approach to establish a positive awareness in a prospects mind about PRIMUS Global Services. 

Because of the challenge with voice mails, the “Activity” steps and “Calls – Ongoing” (without a left message or email) continue through the 10 step cycle until a CXT (connect) is made with the prospect. 

If a CXT is not made within 75 days the prospect will have received the following impressions:

5 emails
4 left messages
2 relevant resumes (unsolicited) sent
2 news items
1 invitation to connect on LinkedIn
1 drop by (local prospects)

Start a new cycle at the end of 75 days (different activities).


Compiling a Target List

Sales Prospecting - Step 1

Compile a Prospect Target List 

The Target List is always evolving as details about the prospect client’s “formal” buying process (Staff augmentation and SOW) are qualified.  This includes information about the prospects prime contacts and their relative buying power or influence:

  • Hiring Managers - Technical
  • MSP contacts
  • Purchasing and HR
  • Consultants (for G-2 and Referrals) with prospect company experience

In addition, contacts that qualify to be included on the Prospect Target List should  represent organizations that include both mid-size and large companies where the buying conditions are favorable.  Ideal targets are IT organizations where: 

  • Access to the hiring managers is either permitted or facilitated
  • The number of competitors is manageable (to increase "wins") from a recruiting and delivery standpoint
  • There is a predictable volume of yearly billable headcount that aligns with company objectives for mid-size and/or large accounts (i.e. the prospect "uses" consultants)
  • The skills needed match PRIMUS' core capabilities and experience
  • There is an expectation that bill rates will meet PRIMUS objectives for gross margins

In compiling and qualify contacts for the Prospect Target List is best to  work bottom-up and horizontally; use consultant for G-2 leads and referrals and make contact with hiring manager contacts the primary objective.  If the sale has to involve HR, Purchasing or an MSP then a referral from a hiring manager is the best way to proceed! 

Leverage and tools

Using the 10 Step Sales Process to qualify contacts. 

  • Current PRIMUS accounts and contacts
  • Database (Zoniac, Job Boards, and LinkedIn) to reach consultants with targeted prospect client work experience and prospect contacts
  • Use of PRIMUS work experience and marketing tools: project descriptions, email, direct mail

Sales Prospecting - Effort and execution – KPI’s for success

Effort and execution – KPI’s for success

  • Accurate call planning and execution (daily) – tracked in ACT (every call)
  • # of client prospect connects that:
  1. convert to U.S. meetings
  2. convert to qualified Job REQs
  • # of meetings that convert to Job REQs or MSA contracts
  • # consultant connects that result in Hiring Manager referrals
  • # of new hires