Hi!
Here's the July 2010 issue of Psyche-Selling TM
eNewsletter, and many people are finding it difficult to get
motivated at work due to the summer heat.
As quoted from
Sun Tzu's Art of War, "if you can march
10,000 miles and not feel tired, you will be in an
undefeatable position". If your sales force can
get all motivated and make those sales calls while other
sales people are hiding away from the sun, you will be in an
undefeatable position too.
Hence, this month's topics:
-
Improving Sales Productivity by Motivating the Sales
Force;
and
-
Three Common (But Faulty) Management Practices
This issue's main article is on "Improving Sales Productivity by Motivating the Sales Force", and
the focus is on the factors causing non-productivity in
the sales force, and how you can turn things around.
In brief:
-
While experienced
sales people have the intimate knowledge about the
market they serve, new sales people usually have the
drive and energy to develop new markets;
However , most companies are stuck with either
complacent experienced sales people, or clueless
rookie new sales staff;
-
Experienced sales people are
also the targets of competitors luring poaching them
with the promises of higher pay and financial
rewards. Many companies are thus faced with
the dilemma of paying a lot more for their sales
people, or losing them to the competition;
-
While many companies are
committed to developing new sales people via
coaching, most coaching programmes are haphazardly
implemented, and most sales coaches don't quite have
a clue what is coaching. Read on... ...
To read the rest of this newsletter, pls. of this newsletter, pls. of this newsletter, pls. of this newsletter, pls.
click here (http://www.psycheselling.com/page4.html.
In the meantime, catch c.j. in
action as he speaks at the
Winning Pharmaceutical Sales Force
Effectiveness Strategy conference from 26-27 August 2010 organised by
Marcus Evans. Or you can download c.j.'s
videos here:
http://www.tudou.com/home/item_u59597158s0p1.html
Improving Sales Productivity by Motivating the Sales Force
by c.j. Ng
Christine had just recently been hired as a sales
representative of a media company.
Her job was to primarily develop new leads and
generate more sales for her employer.
After going through the basic sales training (or
induction) during her first week, Christine had been
working real hard to meet customers and generate
sales.
However, 2 months later and averaging 4 appointments a
day everyday, Christine still had yet to made any
inroads, let alone closing a sale. In fact, Christine
was identified as one of the "high potentials"
during her initial sales training with the company.
She was supposed to become a "star performer" in the
near future, and not the "laggard" she was now.
At the end of the second month, Christine was asked to
attend "refresher" training, which was to re-attend
the initial sales training (which she had when she
first joined) with another batch of new sales hires.
She was asked to "shadow" some of the experienced
sales people, i.e. to go out with them on their
sales meetings and learn from them. While most
experienced sales people didn't mind bringing
Christine along, a lot of those customers visited
are old customers, and there's hardly anything that
Christine could learn about developing and winning
new customers.
Worse still, the experienced sales people in
Christine's company were not transferring the sales
leads that were meant for new sales hires and some
are even transgressing into Christine's territory.
At the end of the 3rd month, Christine,
along with other sales people in her batch of new
hires, was fired for not being productive. In
fact, most of the company's new sales hires did not
stay on for more than a year. As much as 90%
of the company's sales are generated by a handful
experienced sales people, who in turn generated
those sales from a number of existing customers.
The company had been trying to hire new sales people to
develop new sales for new products in new markets with new customers, but with
dismal results. Sales tanked, and there still
isn't any clear indication how this pattern can be
changed.
Striking the Right Balance
It is a delicate art for
most sales organisations to strike a good balance
to:
-
Motivate
experienced sales people to contribute more to the
bottom line;
-
Getting
experienced sales people to adapt to changes in the
market; and
-
Hiring the
right new sales people and getting up-to-speed ASAP
When experienced sales people get complacent or are
resistant to changes implemented by management (in
response to changes in the market), most companies are reluctant or even afraid to
discipline (let alone fire) such experienced sales
people. Since they generate the bulk of the
sales results, and have built strong relationships
with the key accounts over the years, they are
pretty much "untouchable".
To counter the unhealthy bargaining power of
experienced sales people, there are now some
companies that are employing fresh graduates who have the energy, drive and commitment to be a lot more responsive to the
decision makers, gate keepers and even the end users.
After some time, their hard work are likely to be paid off by winning new accounts.
Some of these companies even went out of the way to
cast more limelight on the high-performing "young
guns" by giving them more attention during Annual
Sales Meetings. Even though their sales figures may still have yet to catch up with the
experienced sales people, it sends a clear message to the incumbents:
If you remain complacent, your position as top sales person will be taken away.
Needless to say, some of the
incumbents are not going down without putting up a
fight. The more positive-thinking ones (who
are the minority) will be motivated to work harder
to win respect from both the rookie sales people and
their management. The negative-thinking ones,
on the other hand, may create some trouble,
including:
-
Leaving the company to work for the competitor (and
bringing over their customers);
-
Making things difficult for the new sales people by
taking away their leads or transgressing into their
territories;
-
Using their clout to force management to give them
preferential treatment
If management does not have
the courage to intervene, the efforts to rejuvenate
the sales force will fail.
Retaining the Right Sales Talent
Staff turnover in the sales department is always high.
If the sales person performs badly, he will be fired.
If he performs well, he will be poached.
To retain high-performing sales staff, companies have been
offering all kinds of financial rewards and perks.
Still, there will be some better offers that will beat your
best offer. In such cases, you lose your sales talent.
To retain the right sales talent,
companies will have to consider:
-
What needs to be done to retain a person besides providing better financial rewards; and
-
Who needs to be retained.
It is a common misunderstanding that
sales people are motivated
ONLY by money, and hence can only be
retained via financial means. Research has
shown that the motivating effect of financial
rewards, even for sales people, are temporary at
best. At worst, it makes experienced sales
people using their relationship with key customers
as bargaining power to ask for more money each time
management wants to retain their services.
Neither is promoting high
performing sales people to be managers a good way to
retain them either. According to research,
only 15% of the top performing sales people can be
good managers. Appointing sales
people who love to sell but hate to manage will
simply lead to disastrous results.
A better way to retain sales people is actually to
provide more public recognition of their efforts and
contributions, as well as involve them in the
formulating of new sales
strategies and goals. Besides
the money, sales people love the autonomy or freedom
as well as the sense of achievement on the job.
Giving them extra recognition company-wide sometimes
beats giving them small increments in financial
rewards over the long run.
Also, over the long run, it
need not always be the current highest performers
who will be future great performers too. Some
experienced sales people that are not adaptable to
increasing customer demands and subtle changes in
the market may not remain as
winning sales people in the
future.
Training and Coaching as a Means of Motivation
Sometimes, new sales people will be
de-motivated if they don't see the possibility of reaching
their sales targets. In other words, if they feel that
no matter how hard they try they will not succeed, then they
won't even try at all.
Hence, many companies have used training and coaching
as one of the means to motivate sales people too. Even
most experienced sales people look forward to training and
coaching session as well, as they feel there might be areas
they can do better to win more sales.
However, most sales training and coaching programmes
are implemented in sporadic and haphazard ways.
Apart from sales training that are being outsourced to
external trainers and consultants to train sales people,
many companies have asked internal sales managers to conduct
regular refresher training sessions, and more importantly,
to be internal coaches for junior sales people.
While sales managers do have the experience, some lack
the expertise to coach. To them, coaching is merely
telling the sales people what to do, rather than getting the
sales person reflect about what they can do to generate
better results. In addition, since internal training
and coaching can be perceived as something important but not
urgent, as it is unlikely to be catastrophic if the training
or coaching is postponed for a day or a week. Hence,
many busy managers tend to postpone such training or
coaching sessions so that they can handle their more urgent
tasks on hand first. Unfortunately, there'll always be
ore urgent things to handle.
So here are some
tips for companies that
would like to make their training and coaching sessions a
little more motivating than it is right now:
-
If it's not written in the diary or the weekly
meetings schedule, it won't be done. Get the
sales managers to schedule in their training and
coaching sessions AS IF it is an important sales
appointment;
-
Keep the session short and specific. Unlike
training that are conducted by external consultants,
internal sales managers can conduct a 30-min or 2
hour training or coaching session that deals with
specific work issues;
-
Don't just tell them what to do, get them to think
as well. Given the current dynamic sales
environment, sales people will have to think on
their feet and adapt quickly. Knowing what to
do sometimes is less important as knowing why to do
it
Need help in improving your sales productivity? Simply e-mail
info@directions-consulting.com or call +86-136 7190 2505
or Skype:
cydj001
and arrange to buy me a mocha. All information
shall be kept in confidence.
Power Breakfast Hour:
25 August 2010
Improving Sales Productivity by Motivating the Sales Force
Join International
Sales Leadership and Performance Coach c.j. Ng in this
Power Breakfast Hour in Shanghai where you will find
out:
-
How to fire up experienced sales people who have grown complacent and
make them produce extraordinary results;
-
How to retain your winning sales people without relying
too much on financial rewards;
-
How to leverage on training and coaching as effective
motivational tools to boost morale and productivity
VENUE: Function Room • Level 4/5 • The Longemont Shanghai
• No.1116 Yan'an West Road (near Panyu Road) •
会议厅 •
上海龙之梦大酒店 • 四/五楼 • 延安西路 1116 号 (靠番禺路)
DATE: Wednesday, 25 August 2010
TIME: 08:00 a.m. - 10:00 a.m.
PRICE: RMB 200 ONLY!
To make this a more conducive discussion, we are expecting a small group of
about 15 people only. The room can only take in 18, so please register early
to avoid disappointments. Please e-mail your registrations to
sales@directions-consulting.com
You can also catch c.j. when he speaks at the Winning Pharmaceutical Sales Force
Effectiveness Strategy conference from 26-27 August 2010 organised by
Marcus Evans.
Pls. check out our web sites
www.directions-consulting.com and
www.psycheselling.com/page4.html for more inspiration.
Need a Keynote Speaker for your Regional Sales Conference?
Whether you are holding a conference for your regional staff, resellers or
even customers, we have the right speaker who can help you deliver the
spirit of your conference, and effect positive changes to meet your goals.
The topics our speakers can speak on include:
-
How to Inspire and
Motivate Your Team, and Win Big;
-
From Better Service to
Greater Profits;
-
Sun Tzu and the Art of
Sales Leadership;
-
The
End of Guanxi as We Know It!; and many more!
Simply e-mail your requests to
info@directions-consulting.com or call +86-21-62190021 for enquiries.
Sample video and audio recordings available upon requests.
Practical Tips for Managers:
Three Common (But Faulty) Management Practices
By
Aubrey Daniels
There's an old joke about a woman who cuts the ends off a ham before putting it in the oven because her mother had done it that way. The joke traces the reasoning through several generations until a great-grandmother finally explains, "I had to cut the ends off, because otherwise it wouldn't fit in my pan!"
Unfortunately, many sales leaders use management techniques that are rooted in the same philosophy – that longstanding management practices are effective. But that's not always true, warns Aubrey Daniels, an expert on management, leadership, and workplace issues and author of OOPS! 13 Management Practices That Waste Time and Money (and What to Do Instead) (Performance Management Publications, 2009). In his book, Daniels shoots down 13 common but faulty management practices, including the following:
FAULTY MANAGEMENT PRACTICE #1: Creating stretch goals
Stretch goals, by most organizational definitions, are attained less than 10 percent of the time, which means sales reps fail to reach them 90 percent of the time. This repeated failure causes performance to gradually dip. The result? A rep's willingness to stick with difficult tasks disappears. Eliminate stretch goals and instead do these three things:
-
Set lots of "minigoals." When you set a lower goal initially, you increase the probability of success. "While small incremental goals appear to take longer to produce significant results, the opposite is true," Daniels explains. "This is because positive reinforcement accelerates performance, and small goals provide more opportunities for acceleration."
-
Make progress visible. Display performance data on a graph so employees can see progress. An hourly basis is ideal, but daily or weekly will also work.
-
Plan positive reinforcement for improvement. Researchers have found that attainable goals combined with positive feedback, social recognition, and monetary incentives improve task performance by 45 percent. "Improvement of two to three times baseline levels is not uncommon when graphic feedback and effective positive reinforcers have been used," says Daniels.
FAULTY MANAGEMENT PRACTICE #2: Publicly ranking your sales
reps
Another common but ineffective practice is the public ranking of sales teams. The thinking is that rankings will create healthy competition at the top while motivating people on the bottom. Often, however, rankings do little more than inhibit sharing and cooperation, not to mention demoralize weak performers without giving them any support to improve.
"Employees should be competing with their real competitors, not with each other," says Daniels. Instead of internal rankings, use external benchmarking to motivate individuals and groups.
"Benchmarks allow you to compete with a real competitor or someone who is best in class for what you do," he explains. "Beating the competition, closing the gap between you and the benchmark, and actually becoming the benchmark are all highly motivating."
FAULTY MANAGEMENT PRACTICE #3: The compliment sandwich
Every manager knows "the sandwich method" of delivering performance feedback: take two positive statements, insert criticism in the middle, and serve. It's nice, but effective? Not in the long run. Employees catch on to this game quickly and soon learn to doubt the sincerity of your compliments. Also, they learn that compliments are merely a prelude to criticism. So forget the sandwich. If you have corrective feedback, be straightforward. State the problem behavior, the desired behavior that should take its place, and the consequences of not making the change. It's also helpful to have the employees track the behavior you want changed.
Albert Einstein once said that the world's problems cannot be solved by the same kind of thinking that created them. So if things aren't working for you, don't keep doing the same things your predecessors and managers did. Instead, question everything you're doing. Gather data to determine whether each of your management practices are effective, and jettison the practices that aren't working.
If you would like to get more and better ideas how to make
your staff perform better,
e-mail
info@directions-consulting.com or call +86-136 7190
2505 or Skype:
cydj001 and arrange to buy me a mocha. All
information shall be kept in confidence.
About PsycheSelling.com
Sales... ...the
lifeblood of a company, a matter of "life and death", survival
or extinction. Indeed, something that needs to be studied,
applied and re-modified consistently.
Yet today,
-
many companies still don't have a coherent approach as to how they can
generate more sales and achieve better margins;
-
many sales people are still lying to their customers so that they can
meet their targets at the end of the month;
-
many customers are still waiting ethical and professional sales people
to help them find out their real needs, and provide solutions that work
Psyche-Selling TM
is set up so that companies and sales people can make healthy profits and
STILL provide genuine solutions to customers.
Psyche-Selling TM
would like to create an environment where customers can trust sales people
to give them what they want, and NOT be pushed with all kinds of products
and services. In return, customers will become loyal fans of these
ethical and professional sales people, and repay them many fold for the
long-term.
Psyche-Selling TM
will not rest, until the above is achieved. Not just in China. Not
just in Asia. But everywhere where buying and selling takes place.
Psyche-Selling TM
is a wholly-owned brand of
Directions Management Consulting Pte Ltd that specialises
in the field of improving sales performance by enhancing the performance of
the entire sales team. Apart from the regular "selling skills
training", Psyche-Selling TM
conducts pre- and post-training analysis, interviews, monitoring and
reviews, working closely with managers and even senior management, to
deliver real improvements in sales leadership and performance.
Hence, Psyche-Selling TM
would like to be known as the preferred choice of outstanding and remarkable
clients, and pride ourselves as such. We will also be continuing to
assist our clients achieve greater heights in 2009 and beyond.
Enquiries and suggestions,
pls. e-mail
info@psycheselling.com or visit
www.psycheselling.com