Archives for category: Sales

customer-service

In the sales world, ensuring that proper service, support & satisfaction levels exist requires consistent & frequent engagement with your customers, including any combination of the following tactics:

* the business’s Customer Relationship Management (CRM) system is closely monitored by Sales Management to make certain that all the necessary activities are occurring, being updated and remain current

* the Sales Team is being challenged during weekly sales meetings for updates on key clients (a prudent method for monitoring any salesperson’s awareness with regard to the status of their customers)

* periodic customer surveys (either electronic or via phone, depending on the type of client base) should be administered to gauge current levels of satisfaction with regard to: responsiveness, delivery times, product quality and assortment, etc.; while further ascertaining details about any concerns

* random follow-up calls to customers conducted by Sales Managers in order to get instantaneous feedback with regard to their customer’s current needs & levels of satisfaction, as well as their Sales Team’s performance

* the aforementioned weekly sales meetings provide an obvious forum for the sales team to share examples of actual sales success stories and best-practices with regard to what is working with customers, and/or changes in the marketplace that should be addressed

Further, Sales Managers must provide periodic updates to their team providing  commentary on any recent “wins” or key findings. This additional information sharing can be utilized by your salesforce as part of their selling “toolbox.”

Importantly, sales success stories should be ideally spread throughout the entire organization, directed at creating a collaborative culture and spirit of camaraderie across the company.

Finally, from a brand enhancement perspective, customers should be solicited for testimonials about the company which can be utilized by the marketing team for promotion of the business (which also can be utilized to celebrate the sales team successes).

Why not conduct a self-assessment of your organization’s sales operation to validate that these activities are consistently occurring?  It couldn’t hurt!

 

Image result for sales & marketing team

A common fault that I find in the businesses that I coach is a lack of alignment between the marketing and sales operations. 

Actually, I consistently discover a lack of cooperation and collaboration between most departments in any given business operation!

Simply stated, the fundamental purpose of a company’s marketing efforts, beyond building their brand, is to generate and increase leads, i.e. opportunities for the sales organization to pursue and follow-up.

In order for the marketing team to excel, there must be consistent and frequent communication between these two business sectors (versus having them operate in their respective “business silos.”)

This lack of alignment between the marketing and sales operations can easily be remedied via well structured weekly, or worst case fortnightly, meetings between these two groups. 

The objective outcomes…

  • monitor performance
  • establish actual or perceived return on investment (ROI) from the marketing efforts
  • provide updates on what is and isn’t working in terms of lead generation
  • discussion regarding new opportunities that may have surfaced as a result of marketing efforts

My recommendation is to conduct a quick check-up within your business to gauge if these two business functions are operating in a co-dependent fashion.  This is mandatory in order to optimize sales productivity & results.

 

sales-activity

During my experience of either managing multi-million dollar sales organizations or coaching and training businesses on how to improve their selling operations, there is one belief that I am convinced of:

“Activity Breeds Results.”

Whether it’s executing face-to-face visits, making outbound phone calls (i.e.“dialing for dollars” ), prospecting for new customers, proactively maintaining existing client relationships, or massive quote generation with timely follow-up, the “sales” people who create the most activity are the one’s who tend to be the superior producers.

An obvious performance management necessity for any selling organization is the establishment of quotas or targets, coupled with a reporting measurement mechanism that can “scoreboard” the results for all of the players on your sales team…on a daily basis.

Most businesses will have some form of a CRM (Customer relationship management) system to facilitate this tracking & reporting for their business.

Now here’s the key to actually optimizing this “activity notion”…

“Managed Activity Improves Results.”

Mix in a component of consistent daily performance management, including praising for successes while coaching on those down days, will tend to multiply those results!

In order to accelerate your organization’s selling momentum, promote massive activity and manage it accordingly.