Evaluate this SLA: Sales will contact all marketing qualified leads within five minutes.

This SLA’s requirements focus on the wrong activities.

This SLA’s requirements aren’t specific enough.

This SLA is missing a requirement.

No change needed.


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Explanation: The correct answer is ‘This SLA is missing a requirement.’ This Service Level Agreement (SLA) sets a clear expectation for sales to promptly follow up with marketing qualified leads (MQLs) within five minutes, which is commendable for ensuring timely engagement. However, it lacks specification regarding the subsequent actions or outcomes required after contacting the leads. Simply contacting the leads within the specified timeframe might not suffice if there are no guidelines on what should be accomplished during that interaction or what actions need to be taken afterward to move the leads further along the sales pipeline. Therefore, this SLA would benefit from including additional requirements such as scheduling follow-up meetings, providing necessary information or resources, documenting the interactions, or any other relevant steps that contribute to the overall goal of converting leads into customers. By incorporating these additional requirements, the SLA becomes more comprehensive and ensures that the efforts put into contacting leads are effectively contributing to the sales process, ultimately leading to better conversion rates and customer acquisition.

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