“High performing salespeople are like rocket fuel for your business!”
The Sales Profile
Here's your personalised detailed report
of 13 high performance selling skills.
Thank you for completing the
Sales Profile. It measures your
drive to succeed and how you rate
against 13 skills associated with
high performance in frontline sales.
You get easy to understand graphs
of your results,
an appraisal of the 13 skills and
bespoke feedback to how you
answered key questions.
Importantly, your chart can be used
to better match your skills to the
sales processes used in your
business.
This report is prepared for: Joe Salesperson 27/11/2015
www.thesalesprofile.com
The Sales Profile is used by sales managers and sales trainers to quickly
assess sales skills and identify appropriate training needs.
Sales individuals use their Sales Profile to understand exactly what is working
and what needs fixing. From automotive to venture capital it's applicable
across all sales industries, and is used worldwide.
Here's how to read your Sales Profile
2
Joe Salesperson
The Sales Profile answers two very important
questions: Can you sell? And: Do you have a
high drive to succeed in sales?
Sales is the life-blood of any business so it is really important to
make sure you can sell. And importantly, that you have a high
drive to succeed in a frontline sales role.
The Sales Profile pinpoints your current strengths in selling and
shows you where you need to improve. When matched to your
sales process this becomes an invaluable business tool.
27/11/2015
Scores below 60%
...indicate a clear need for sales training; closer observation,
supervision and monitoring of sales activity in situ; and a closer
scrutiny of sales results.
What are the Red Scores?
If any scores exceed 85% (or drop below 25%) they are indicated in
red and require closer attention.
The Pink Zone
What's included?
The Sales Profile includes:
1. Graphs showing Overall Sales Potential and Overall Sales
Techniques with general recommendations.
2. Bar chart of your overall sales score; and the 13 traits with
general feedback.
3. Bespoke feedback to the way you responded to key questions.
How the Sales Profile is scored
The Sales Profile rates your skills on a scale of 0-100%. Scores
around the 75% mark are preferred for high performance on this
tool. But...
You don't want 100%
Why not? Because perfect people do not exist. Scores higher than
85% for example, indicate that you tend to put your own needs
ahead of the customer's.
A very high score on Closing, for example, suggests you close too
quickly or too hard which comes across as pushiness, which
actually un-sells a customer!
The Pink Zone is set at the 75% mark. If the vertical bars are near
or inside the pink bandwidth they are considered in range and
working for you. Bars outside the pink zone - high or low - are
considered out of range and training is indicated in those areas.
Match your skills against your sales process
Once you've reviewed your sales skills you should try and match
your skills to YOUR specific sales process. For example, if your
sales process relies heavily on Closing, and you have a low Closing
score then you would need to pick up skills in this area.
But say your business doesn't rely on prospecting then this result
is less of a worry. So while you might have a low score on some
skills, it may not necessarily have any impact your overall ability to
sell. This is a big benefit of the Sales Profile. If you aren't sure
email us at info@thesalesprofile.com
Thanks for completing the Sales Profile and now let's take a look
at your chart.
Your Overall Sales Profile
3
Joe Salesperson
Overall Sales Capability
Improvement
27/11/2015
43%
57%
Sales Techniques
Improvement
36%
64%
OVERALL SALES CAPABILITY (MINIMUM IS 75% FOR FRONTLINE SALES)
Your scores suggest the need for regular sales training. Monitor live sales performance; and pay close attention to actual results.
SALES TECHNIQUES (75% NEEDED FOR FRONTLINE SALES)
This score says you need a lot more sales training. Importantly you need coaching on your attitude to selling and the value of sales to
your customers.
KEY RECOMMENDATIONS: WHERE TO NEXT?
Scores suggest you are just OK in a sales capacity and need ongoing sales training, close supervision in a live sale with feedback, and
monitoring of actual sales results.
KEY RECOMMENDATIONS THAT CONSISTANTLY IMPROVE YOUR PERFORMANCE IN A FRONTLINE SALES ROLE
ONGOING SALES TRAINING/SALES C OAC HING - We know that sales performance improves with regular ongoing training (seminars,
workshops). Companies like Apple, Rolex, Ferrari invest in frontline sales training to improve the overall quality of their sales
conversations; and because it works! They do not avoid the sales conversation or sidestep face-to-face selling. They invest in it. So
should you. Even benign improvements can yield improvements to bottom-line results. In some instances we have also recommended
focused A-player sales coaching in addition to group training.
SUPERVISION, MONITORING & FEEDBAC K - Sales performance always improves when you increase regular monitoring of sales
activity. We highly recommend observing and monitoring - real time - in situ - from time to time - and providing specific and
constructive feedback.
SALES TARGETS & KPI REVIEWS - We highly recommend you review and revise your sales targets and Key Performance Indicators;
and definitely improve the quality and accuracy of accurate sales data (i.e., conversion rates). Closely monitor key activities through the
use of personalised dashboard systems i.e., TAV and AMR statistics, to monitor and measure actual performance.
SALES SYSTEM - You definitely need to map and review your sales systems. Make sure that you carefully match the feedback in this
profile to YOUR actual sales process.
Chart 2 - Your Sales Skills Profile
Joe Salesperson
4
27/11/2015
Your Sales Skills Profile
Joe Salesperson
5
27/11/2015
The Sales Profile (SP) evaluates competency in the techniques of selling; sales theory; a knowledge of your products and services; and
personality factors associated with high performance in a frontline sales role.
TECHNIQUES
Readiness
64%
Feeling sufficiently trained to start selling w ith minimum supervision.
Your Readiness score is good but this score suggests there are still times you don't feel ready to sell. Identify
instances when this occurs. Focus on sales training and closer monitoring to resolve any issues.
Know ledge
30%
Know ing your products/services; your competitors; customer segments; and relevant sales theory.
Low Knowledge scores suggest you need to improve your knowledge of selling, product/s, customers and
markets; and a need for monitoring and supervision.
Prospecting
50%
You know how to prospect and cold call.
Good Prospecting scores, but this may not be an activity you a) are fully proficient in still; b) enjoy; c) are
leveraging fully or d) require for your role. Check. If so, you need training, supervision and monitoring.
Rapport
56%
Rapport building and communication skills that build good relationships w ith others.
Good rapport building skills in most situations but check if you consider rapport building as a 'sales trick'. Check
for times when you feel impatient or awkward or when you fail to gain rapport.
Qualifying
33%
Qualifying strategies that identify the right customers and their explicit needs.
Low Qualifying scores suggest training is needed. Suggests you currently under-qualify or miss what the
customer wants then feel frustrated or confused if the customer didn't buy! You may be talking a customer out of
a sale!
Presenting
63%
Demonstrating the capability of the appropriate solution to an explicit need.
Generally a good score but check if you come across as too 'canned'; or overly focused on delivering your full
presentation rather than checking customer needs.
Closing
10%
Confirming explicit needs and asking for the business during the sales process.
Very low Closing score suggests you dislike asking for business, take ‘No’ personally, resent the customer; or this
is not a feature of your role. Clarify.
Objections
38%
Anticipating and handling key objections and then authentically linking value back to the sale.
Low Objections score suggests the need for more training. Revisit common objections and how you currently
address them. It suggests you can misunderstand a customer; or take objections personally.
Service
50%
Handling all customer service issues before, during after the sale.
Good Service score but this suggests you can also quickly lose contact with a client once the sale is made. Focus
on follow-up. Training is indicated.
Administration
33%
Accurate handling of paperw ork associated w ith the sale i.e., quoting, invoicing, shipping.
Low Administration score suggests you can be across too many projects; disorganised; or have a trail of
unfinished paperwork and customer complaints; or redundant procedures that need revising.
Your Sales Skills Profile
Joe Salesperson
6
27/11/2015
DRIVE
Overall Drive
48%
Drive to success in a sales role. NB: Alw ays cross-reference your Drive score against actual sales
skills.
This score suggests you have a low drive to succeed in sales. You might have high sales skills but this score
suggests you need to work on your attitude towards sales.
Attitude
43%
The positivity and optimism required for sustained success in a frontline sales role.
An OK Attitude score suggests you can lack confidence and you are trending towards being increasingly negative
and critical in a sale – the sales person's 'enemies'.
Response
60%
Reflects how responsive you are to obvious and subtle issues that occur in the actual sales process.
Good Responsiveness score but you may miss obvious sales opportunities, buying signals or neglect your
customer at times. Focus on confirming and responding to your customer's explicit needs.
Comms
42%
Skilled in listening, influencing, presenting, confronting, asserting and relating.
OK Communication score suggests frequent training and monitoring s needed. You can come across as
confusing, unstructured, impatient, distracted or disconnected at times. This will be losing you sales.
Next Steps
Scores suggest you are just OK in a sales capacity and need ongoing sales training, close supervision in a live sale
with feedback, and monitoring of actual sales results.
Summary
The Sales Profile measures your ability to conduct an authentic sales conversation that results in meeting a
customer's explicit needs. That's why it is so important to understand your sales skills.
Big business understands the value of measuring the strengths and weaknesses of their frontline people and the
obvious benefits of ongoing sales training. Especially if it is a multi-step, high value sale.
And top performers rarely need to be convinced to assess their skills.
High performers seek ongoing sales training so they continue to feel ready to sell. They know their products and
services, the marketplace and explicit customer needs. They have a written sales system and marketing
collateral. They have target prospects and a proven prospecting system.
Once in front of a prospect they can establish rapport. They enter the investigating phase of a sale through
structured qualifying and questioning strategies. Critically, the research tells us that top sellers identify the
explicit needs of the customer; can present an appropriate solution; and test customer responses through trial
closing.
Top sellers ask for the business. They prevent objections but if needed can authentically handle objections. There
is a difference! If they receive an order they can accurately handle the administration; and comply with any
mandatory obligations (i.e., data protection).
They deliver the product or service as agreed; and over the life of the sale and delivery. They liaise with
customers, suppliers and colleagues. Good sales people provide ongoing post-purchase reassurance; and ask for
referrals and testimonials.
They can handle complaints and after-sales issues if they occur. Importantly, they focus on long-term
relationships and repeat business.
Critically, we now know that the drive to succeed in a sales role leverages your sales skills and is the force driver
in sales performance.
If you are in a sales role or employ sales people, this report is invaluable because it shows you the connection
between sales skills and sales drive.
The Sales Profile - Readiness
7
What is Readiness all about?
Readiness means you feel prepared and ready to sell. It also can indicate that you have experience in selling and feel ready for new sales
situations.
Readiness certainly includes your attitude and drive to succeed, but it includes induction and ongoing training. If you don't feel you've
received sufficient formal training or sales theory it will inhibit your ability to perform well in your sales role.
Focus on improving your product knowledge, target customer knowledge, and industry-specific information relevant to your customers.
Readiness
64%
Feeling sufficiently trained to start selling w ith minimum supervision.
Your Readiness score is good but this score suggests there are still times you don't feel ready to sell. Identify
instances when this occurs. Focus on sales training and closer monitoring to resolve any issues.
How you answered some of the Readiness questions:

You said you don't have to be quite assertive to succeed at sales. Correct. You have to be assertive but not
overly assertive because this equates to being pushy or overly focused on your needs as the seller. You answer is
good and suggests you feel ready to sell. Well done.

Your responses suggest you like selling and the sales role and you feel ready to sell. Readiness to sell is
usually a result of formal or proper sales training and a well conceived sales system; or because you genuinely
love the people aspect of sales. Which is true for you?

Your answers suggest that people who know you well don't think you are confident, direct or assertive in a
sales situation. This indicates that you are not as ready to sell as required. The typical solution is ongoing sales
training and closer monitoring and supervision.

You agreed that you don't mind the pressure of meeting monthly sales targets. Feeling pressured actually
inhibits your readiness to sell but your answer suggests this isn't the case. Your answers suggest your targets
seem realistic and you feel challenged and motivated.

A reliable indicator of how ready you feel to sell is related to how much you've personally invested in your
own training in the form of books, DVDs, courses etc. You're telling us you don't personally invest in your own
training and development. You need to change this behaviour.

A major indicator of how ready you feel to sell is formal training in selling. You're telling us you have been
formally trained. Well done. If you have been trained then check if that training is showing up as results. Also
check if you need ongoing training and support.
Key Action Point
This score generally suggests you feel ready to sell. We suggest more training and a review of your sales process,
and sales targets and actual results; and maybe some customer satisfaction or referral surveys.
The Sales Profile - Knowledge
8
What is Sales Knowledge all about?
Sales knowledge means you have enough sales theory, useful product knowledge as well as knowledge of markets, target customers
and competitors. It also means you have up-to-date knowledge of the relevant laws associated with your industry to sell what is of value
to your customers. A good score on Knowledge means you feel confident in the sale and have the ability to fully assist a customer.
Know ledge
30%
Know ing your products/services; your competitors; customer segments; and relevant sales theory.
Low Knowledge scores suggest you need to improve your knowledge of selling, product/s, customers and
markets; and a need for monitoring and supervision.
How you answered some of the Knowledge questions:

Successful sales people have a very good perspective of how their products, services and offerings compare
with their closest competitors. You said 'Maybe' you do too. Your answer suggests your competitor review is not
as accurate or current as it could be.

The research tells us that high performing salespeople only sell things that can see value in themselves. Your
answers suggest you sell whatever you have to sell even if you can’t link strong value to that product or service
or not. This is ultimately a strategy that will frustrate both you and your customers.

There is the suggestion that a product or service is so good it sells itself and you agreed. This is actually not
true. The sale of products and services rely on good salespeople otherwise top brands would fire all their
salespeople. Review your thinking on this because you are arguing against the value of your own profession.
Key Action Point
OK overall your Knowledge score is low. Next steps are a lots of ongoing sales training with a focus on customer
satistfaction feedback.
The Sales Profile - Prospecting
9
What is Prospecting all about?
Prospecting is critical to sales success and this factor focuses on the role prospecting has in the total selling system. You feel confident
and know how to make contact with prospective customers; and you can quantify your effectiveness by measuring conversion rates.
When we work with clients in the workshops we tend to spend a lot of time clarifying the selling system with a big focus on prospecting
– and lead generation – how you typically reach your target customers.
Prospecting
50%
You know how to prospect and cold call.
Good Prospecting scores, but this may not be an activity you a) are fully proficient in still; b) enjoy; c) are
leveraging fully or d) require for your role. Check. If so, you need training, supervision and monitoring.
How you answered some of the Prospecting questions:

Quite a few questions focus on the value of prospecting and cold calling and you told us you ‘Maybe’ put off
this activity. In essence your sales strategy is relying on the happy accident of a prospect beating a path to your
door. Prospecting is critical to sales performance.

Some of the questions focus on cold calling and you told us you dislike this activity. That’s OK but make sure
that this doesn’t result in avoiding cold calling all together. Cold calling gets a lot of bad press but that’s usually
by people who don’t understand it or do it well. It is a legitimate sales strategy that works in your favor …
especially if your competitors don’t do it well either!

You told us that you were aware of key actions you need to take to achieve you sales goals but ‘Maybe’
you’re not doing them. What is going on? Understand you are taking huge and costly risks by not following
through on actions that could result in your success.

Ignoring customers is a recipe for failure because the research still says that customers will find other
providers if they perceive you don’t care. You told us you follow up on prospects and stay in touch with
customers, as required, so good answer. Make sure that shows up as sales.
Key Action Point
Your Prospecting score suggests you need to review this skill closely. We suggest sales training or sales coaching
support.
We recommend:
Ashton. L. (2011) iSell. Ecademy Press.
Charvet, R. S. (1997) Words That Change Minds. 2nd Ed. Kendall/Hunt Publishing Company.
Leboff, G. (2007) Sales Therapy. Capstone.
Schiffman. S. (2003) Telesales. Adams Media.
Schiffman. S. (2004) The 25 Most Dangerous Sales Myths. Adams Media.
The Sales Profile - Rapport
10
What is Rapport all about?
Rapport - you have the social skills to initiate, develop and maintain short and long-term professional relationships. You can demonstrate
effective communication skills i.e., listening, empathy, emotional intelligence but you relate in a way that feels authentic and genuine
and natural. Many of the resources emphasise rapport as a strategy but neglect to emphasise building and sustaining trust (N.B., a high
score on the rapport trait can indicate insincerity).
Rapport
56%
Rapport building and communication skills that build good relationships w ith others.
Good rapport building skills in most situations but check if you consider rapport building as a 'sales trick'. Check
for times when you feel impatient or awkward or when you fail to gain rapport.
How you answered some of the Rapport questions:

Studies show that people who like one another usually ‘match and mirror’ one another and make appropriate
physical contact as a signal of rapport. You said that this sounds like you too. That’s great but make sure you don’t
over do it and it is appropriate.

Studies show that people who like each other are more animated and engaged with gestures, facial
expressions and hand movements. You said that ‘Maybe’ this describes you. This can indicate that people can find
it harder to establish that natural rapport with you.

You said that ‘Maybe’ you carefully gauge the opinions of others before you state your own. There is some
wisdom to this but good salespeople need to be able to state their opinions clearly and confidently irrespective
of what others say or don’t say. You may be playing it too safe.

We asked questions relating to your ability to initiate conversations with people you don’t know. You said you
don’t find it hard to do this. It sounds like you can build rapport quickly and if that’s true then well done!

We asked several questions about listening to others and you said that people who know you well think you
are a poor listener. Listening is perhaps the salesperson’s most important tool so your answer suggests you need
to really focus on developing this skill.

We ask a lot of questions about assertiveness. Assertiveness in a sales context means knowing what you
want or having an opinion and stating it. Your answers suggest that its not OK if people are asking for what they
want. Why? Please revise your understanding of ‘assertiveness’.
Key Action Point
Your overall Rapport score suggests you need training and monitoring in a live sale. Closely monitor how you feel
and check customer satisfaction feedback.
The Sales Profile - Qualifying
11
What is Qualifying all about?
If you are proficient in Qualifying it means you can accurately investigate and identify your customer’s needs before you present a
potential solution. Essentially you are focused on the explicit problems and needs of your customer and you care about them enough to
have an authentic conversation with them that identifies what they want and perhaps need with a view to resolving accurately identified
and confirmed problems.
Qualifying
33%
Qualifying strategies that identify the right customers and their explicit needs.
Low Qualifying scores suggest training is needed. Suggests you currently under-qualify or miss what the
customer wants then feel frustrated or confused if the customer didn't buy! You may be talking a customer out of
a sale!
How you answered some of the Qualifying questions:

You said you usually work out what a customer needs before they tell you which sounds perceptive but in
fact it suggests you assume what a customer wants ahead of time. High performing sales people use qualifying
strategies to identify the explicit needs of their customers. Focus on qualifying strategies.

Your answers indicate you are concerned about asking too many questions. But studies show us that
customers actually appreciate being asked qualifying questions if that help them better identify and meet their
explicit needs. Seek coaching on questioning and qualifying strategies and monitoring in situ is recommended.

We know that poor sales people do most of the talking during a sales presentation and often confuse the
skills of presenting and qualifying. You said ‘Maybe’ you are worried that this is happening in your sales. Have a
colleague monitor some live sales and monitor who talks the most. Sales theory and training is suggested.
Key Action Point
Your Qualifying score is low. Next steps are a lots of regular sales training and live monitoring in a sale. And check
sales results against targets.
Some good resources are:
Ashton. L. (2011) iSell. Ecademy Press.
Joles R.L. (1998) Customer Centred Selling. Fireside
Rackham. N. (1995) SPIN Selling. Gower
Rackham. N. (1996) The SPIN Selling Fieldbook. Practical Tools, Methods, Exercises and Resources. McGraw Hill
Schiffman. S. (2003) Telesales (2nd Edition). Adams Media Corporation.
The Sales Profile - Presenting
12
What is Presenting all about?
Presenting means you can clearly demonstrate and articulate the features, benefits and advantages (FAB) of your products and services
and then genuinely link that value to the explicit needs of your customer. Your presentations can help a customer select the most
appropriate options and solution for their needs.
Presenting can include the written tendering process of more complex negotiations however presenting here is focused on live
presentations and on helping people (i.e., quantity surveyors, procurement managers) make an informed decision real time. A low score
on Presenting suggest the need for more training (see Knowledge scores).
Presenting
63%
Demonstrating the capability of the appropriate solution to an explicit need.
Generally a good score but check if you come across as too 'canned'; or overly focused on delivering your full
presentation rather than checking customer needs.
How you answered some of the Presenting questions:

The sales profession has a bad name for exaggeration or embellishing to induce a sale. The reality is that high
performers actually do not need to embellish to get a sale. The test for this is a measure of referrals and repeat
business and the absence of complaints. You said you don’t embellish, so well done.

Some of the questions ask about following a written sales plans. Sales plans can include scripts, a process
and KPIs so you know what is expected of you and what preferred behaviour looks like. You’re answers suggest
you don’t have one or follow a written sales plan. Why not?

It’s a myth that high performers know the answer to every possible question a customer will ask. You said
you don’t worry if you can’t answer a customer’s questions. That’s quite OK as long as you have a strategy for
finding answers that ultimately satisfy your customer.
Key Action Point
Your Presenting score suggests you need more sales script training and we recommend close monitoring in an
actual sales presentation.
The Sales Profile - Closing
13
What is Closing all about?
Closing (or trial closing) means you can ask for a sale. That's what high performers do and so should you.
Closing used to be associated with using clever sales tricks and techniques to shoe-horn a customer into a purchase they didn't really
want to make but in the main that has changed dramatically in the last 25 years thanks to new laws, online reviews and sales theory.
Closing includes trial closing - testing the strength of needs and solutions anytime during the sale; as well as up-selling and cross-selling.
It also means you can negotiate terms and obtain a commitment to purchase.
Work on the basic premise: "If you don't ask, the answer is always 'No'."
Closing
10%
Confirming explicit needs and asking for the business during the sales process.
Very low Closing score suggests you dislike asking for business, take ‘No’ personally, resent the customer; or this
is not a feature of your role. Clarify.
How you answered some of the Closing questions:

Trial closing/closing is simply asking for the business and that’s what you are supposed to do if you work in
frontline sales. You said you feel uncomfortable asking for the business. High performing sales people understand
that if you don’t ask the answer is always ‘No’. Your answer highlights the need for sales theory, training and
coaching.

High sales performers know that quite often a customer will benefit from suggesting extras that add value to
an initial sale even if it costs them more money. You said you are uncomfortable with up-selling and crossselling. This highlights the need for more sales theory and sales training.

The purpose of selling is to make every effort to help people identify their explicit needs and sell them
something that fits those needs. You said you’re not happy to do this. The very strong recommendation here is
more sales training with a focus on the role of the salesperson and closing. Otherwise what are you doing in
frontline sales? Training is suggested.

You said you are not confident and direct in asking for what you want. Confidence and directness drives the
ability to sell. You need to feel confident and you need to be assertive and direct to succeed in frontline sales. If
you lack the confidence you will struggle in a sales role and end up an order-taker.

A lot of success in sales simply comes from asking for the business even if you run into objections or doubts.
You said ‘Maybe’ you can do this. You need more sales training and role plays to appreciate that Trail Closing is
actually of benefit to the customer. Sales theory and training is suggested.
Key Action Point
Your Closing score is very low and the test here is your conversion rates and sales results. You need a lot of sales
training in asking for the business.
We recommend:
Ashton. L. (2011) iSell. Ecademy Press.
Bettger. F. (1949) How I Raised Myself from Failure to Success in Selling. Simon & Schuster.
Hopkins. T. (1981) How to Master the Art of Selling. Grand Central Publishing.
Leboff, G. (2007) Sales Therapy. Capstone.
Schiffman. S. (2003) Telesales. Adams Media.
Schiffman. S. (2004) The 25 Most Dangerous Sales Myths. Adams Media.
The Sales Profile - Objections
14
So what is preventing and handling Objections all about?
People often think handling objections comes before closing but in fact it usually follows a close (asking for the business). Objections
usually are the reasons - stated or unstated - that someone is not ready to buy just yet or at all.
The Objections skill means you can help a customer identify and clarify their concerns and make an informed decision that ensures their
explicit needs will be met by your solution. The emphasis here is on preventing rather than handling objections.
Objections are not intended as a 'technique' to shoe-horn a customer into a sale. It is best viewed as a legitimate methodology for
genuinely supporting the customer through the sales process - even if they don't buy. If you operate in a high value, multi-step sales
environment then a customer who doesn't buy - for the right reasons - can actually become a powerful advocate and referral partner
especially if you handled their objections professionally.
Objections
38%
Anticipating and handling key objections and then authentically linking value back to the sale.
Low Objections score suggests the need for more training. Revisit common objections and how you currently
address them. It suggests you can misunderstand a customer; or take objections personally.
How you answered some of the Objections questions:

If someone says, ‘Just looking’ that is a signal to start selling. You said you start selling – anyway - so good
answer. Surveys show that customers say ‘Just looking’ because they don’t know what else to say. On this basis
you will outperform most other salespeople.

High performing sales people know the most typical objections that apply to their products or services. It
doesn’t mean they give canned responses. It means they feel prepared and know what to say and do when a
customer raises an objection. You said you do this too, so good answer.

Success in sales depends on confronting uncomfortable or awkward situations such as handling objections.
You said you avoid people you’ve had conflicts or disagreements with which can suggest you might also avoid
objection-handling situations, too. Sales theory and training is recommended.

Selling to people can be confronting. You can face resistance and rejection on a daily basis but you’ve said
‘Maybe’ you still try to present your ideas and be persuasive even with strong opposition. Why ‘Maybe’? Sales
training will help.

Sales people persevere even when they receive resistance and rejection. The ability to handle rejection
comes through training and developing the confidence to persist and focus on the explicit needs of the customer.
You said you don’t happily persevere if you run into rejection. Training and monitoring is suggested.
Key Action Point
Your Objections score is too low. You need lots of ongoing sales training with a focus on handling the key
objections for your industry.
Some good resources are:
Joles R.L. (1998) Customer Centred Selling. Fireside
Rackham. N. (1996) The SPIN Selling Fieldbook. Practical Tools, Methods, Exercises and Resources. McGraw Hill
Schiffman. S. (2003) Telesales (2nd Edition). Adams Media Corporation.
The Sales Profile - Customer Service
15
So what is Customer Service all about?
Customer service is not just for when things go wrong. It's everything you do before, during and after a sale that reinforces the
customer's perception that their overall customer experience was professional and satisfying.
Essentially, you deliver what was expected and agreed. If you offer unanticipated customer service experiences ensure that they are
carefully costed into the sales and do not eat into your margins.
Customer service can also include post-purchase reassurance, the professional handling of complaints, after sales service, maintenance,
repairs and warranty claims, requests for additional services or products; and handling sales reversals.
Service
50%
Handling all customer service issues before, during after the sale.
Good Service score but this suggests you can also quickly lose contact with a client once the sale is made. Focus
on follow-up. Training is indicated.
How you answered some of the Customer Service questions:

The key questions here were about spending time with a customer after a sale concludes. Is it a good idea?
Of course it is and you agreed as well. So good answer. It builds rapport and reassures the customer they bought
from the right person.

Some questions were about buyers remorse and sales reversals. You said you feel guilty if this happens. It’s a
misguided reaction. Buyers remorse is normal and is a great opportunity for post-purchase reassurance which
reconfirms why a person bought in the first place. Your answers indicate the need for more sales training.

We asked about the importance of customer care and customer service. Your answers suggest you don’t
consider that it is that critical a step in the sale. For your reference it is. You need more training in this area to
ensure that your customer service remains a priority and is delivered at a high level.

Customer complaints are actually a great opportunity to improve customer service because so few
customers with problems actually complain to the seller. Your answers suggest a review your Customer
Satisfaction and Complaints Procedures; and more sales training.

Your answers suggest you are known for delivering more than needed or asked for. Your answers suggest
‘Maybe’ you do a lot more for customers than needed or asked for. While you have the right customer service
attitude you may be incurring costs or actually losing time and money.

Customer service is about doing things right and also staying in touch with customers if things aren’t going as
planned. Your answers said you do this well. We still recommend a close review of your customer service
systems and closely monitor and analyse complaints and service mistakes.
Key Action Point
Your Customer Service score suggests you need to focus on your customer service policies and procedures more
closely. Monitor customer complaints and service mistakes.
The Sales Profile - Administration
16
So what is Administration all about?
A lot of people think sales is all about what happens during the actual live sale. But in fact a sale is not concluded unless and until the
paperwork and administration of that sale has been completed accurately.
The Administration skill says you can professionally handle the paperwork associated with the actual sale. This includes any logistics
associated with service delivery, shipping, archiving and retrieving client data; and any statutory obligations compliance issues related to
data protection and customer privacy.
It also includes the quality of correspondence with internal and external suppliers; and keeping accurate sales data.
Administration
33%
Accurate handling of paperw ork associated w ith the sale i.e., quoting, invoicing, shipping.
Low Administration score suggests you can be across too many projects; disorganised; or have a trail of
unfinished paperwork and customer complaints; or redundant procedures that need revising.
How you answered some of the Administration questions:

You said you hate it when a customer asks for your 'best price'. Price shopping is quite normal but this is why
you need to be prepared to address that objection. Sales training helps by knowing the value of your core
offering and the logic behind your pricing structure. We suggest training on how to handle price objections as it
relates to administration.

A lot of frontline sales people can sell but then neglect the paperwork during and after the sale. This
demonstrates carelessness to the customer and can lead to buyer's remorse. You said you don’t neglect the
paperwork. Good answer – the administration of a sale is as important as getting the sale.

Many questions are about tracking your performance such as conversion rates, sales targets etc. You said you
don’t do this well. Be aware that your sales data is perhaps your best sales training tool. High performing sales
people know their stats and use that data to improve.
Key Action Point
Your Administration scores are too low. You need an urgent review of your Administration procedures and your
behaviour around carefully completing administration tasks.
The Sales Profile - Attitude
17
So what is Attitude all about?
Attitude gauges the positivity and optimism required for sustained success. Salespeople have to have a good attitude because they
potentially deal with so much rejection. As an example, a recent study showed scores as high as 90% are required. (Achor 2010). In fact a
low score on Attitude (less than 60%) is deemed 'the salesperson's enemy'.
In sales training, we help sales people intellectually understand the purpose and value of the Conversion Rate and Failure Rates but
emotionally you need to remain positive and optimistic especially in the current economic climate.
A low score in Attitude will typically inhibit your success in frontline selling.
Attitude
43%
The positivity and optimism required for sustained success in a frontline sales role.
An OK Attitude score suggests you can lack confidence and you are trending towards being increasingly negative
and critical in a sale – the sales person's 'enemies'.
How you answered some of the Attitude questions:

Your responses suggest you like selling and the sales role and you feel ready to sell. Your attitude is bolstered
by ongoing sales training and a well conceived sales system; and success in the role. Your answer infers you like
the people aspect of sales, too.

Your answers suggest that you don't feel confident, direct or assertive in a sales situation and this is
impacting your attitude and drive to succeed in sales. The best solution is ongoing sales training, closer
monitoring and supervision in live sales and focusing on some little wins to boost your confidence.

You said you do not feel confident and direct in asking for what you want. That confident attitude and
directness drives the ability to sell. You need to feel confident and you need to be assertive and direct to succeed
in frontline sales. If you lack the confidence you will struggle in a sales role and end up an order-taker.
Key Action Point
Your Attitude scores are too low. You need to focus on sales training but also try and achieve some small wins to
boost your confidence.
The Sales Profile - Responsiveness
18
So what is Responsiveness all about?
Responsiveness covers how you respond to your awareness of issues. Sales people to be highly responsive in a live sale and respond in a
timely, relevant and appropriate manner. A low score on Responsiveness will inhibit your overall success in selling. Low Responsiveness
equates to low Drive and along with low Attitude is described as the salesperson's enemy.
Responsiveness
60%
Reflects how responsive you are to obvious and subtle issues that occur in the actual sales process.
Good Responsiveness score but you may miss obvious sales opportunities, buying signals or neglect your
customer at times. Focus on confirming and responding to your customer's explicit needs.
How you answered some of the Responsiveness questions:

Quite a few questions focus on initiating and taking action related to sales success (i.e., prospecting, closing).
You said ‘Maybe’ you put off this activity. Really? In essence you are relying on the happy accident of a customer
beating a path to your door and leaving your success to organic growth. Training is definitely recommended.

Some questions focus on your ability to initiate and perform the so-called unpleasant activities of sales (i.e.,
prospecting, cold calling). You said you can avoid such tasks. This suggests the need for more sales theory,
training and closer monitoring. Your answers suggest you are missing the link between skills and attitude.

You told us that ‘Maybe’ you were aware of key actions you need to take that will drive sales performance
but you’re not doing them. Understand you are making a costly mistake by not following through on actions that
could result in your success.

You said you do basic things like following up and staying in touch with customers. Understand these
questions are really assessing your drive to succeed in a frontline sales role, and if you are doing the basics then
well done. Just check that sales results are also part of that story.
Key Action Point
Your Responsive scores are OK but suggest you can be too focused on non-productive tasks if not avoiding
important sales tasks.
The Sales Profile - Communication Skills
19
So what are Communication Skills all about?
Communication skills includes rapport-building skills; listening and understanding what is being communicated to you; clearly
communicating what you intended to communicate; and written communication.
It also indicates under and over communicating because clients can be unsold by both.
A low score on communication will almost certainly inhibit your success. The single biggest complaint about sales people is they talk too
much and they don’t listen!
Comms
42%
Skilled in listening, influencing, presenting, confronting, asserting and relating.
OK Communication score suggests frequent training and monitoring s needed. You can come across as
confusing, unstructured, impatient, distracted or disconnected at times. This will be losing you sales.
How you answered some of the Communication Skills questions:

You said you don't find it hard to initiate conversations with people you don’t know and this is a critical skill
for anyone in sales. Well done. If you feel comfortable so does your customer. Effective communication is
something you can always improve.

Customers often complain that sales people don’t listen. You said that people who know you well think you
are a poor listener so this could be a problem you need to address that’s impacting your sales success. Get some
coaching; and check your sales results.

We know that poor salespeople lack rapport, listening and communication skills – things that customers
complain about most. You said ‘Maybe’ you are worried that this is possibly happening in your sales. Have a
colleague monitor your performance in some live sales. Training is suggested.
Key Action Point
Your Comms scores are too low. Monitoring might show you talk too much, don’t listen and make your customer
feel uncomfortable or frustrated.
If you are in sales or employ sales people the
Sales Profile answers two very important
questions: Can you sell?
And: do you have a high drive to succeed in a
sales role?
The Sales Profile measures 13 sales kills and the drive to succeed
needed for high performance in a frontline sales role.
If you are in sales training
20
The Sales Profile is an excellent resource for your clients
especially if you are a sales training organisation, individual trainer
or coach. It is available as a private-label service that can be
badged with your own corporate branding. For more info please
email privatebranding@thesalesprofile.com.
In addition, we offer fee-for-service training and support in how to
deliver feedback to your staff and clients.
How to get the most from your Sales Profile
The Sales Profile is intended to start a professional development
conversation about improving your sales skills … not end it. The
comments are in the main a general snapshot but you need to
‘read between the lines’ and consider how the feedback
specifically applies in your situation.
1. Carefully read the entire report with a highlighter. Don’t skim
read it. Carefully read the feedback and recommendations in
the bespoke section of the report and make any relevant notes
as you think of them. Which skills are you already doing well
and which ones do you really need help with?
If you manage a sales team
Get your team members to take ownership and responsibility by
them highlighting their own profile. Assess individuals sales skills
and drive and identify appropriate training needs. For large
numbers of sales individuals and teams we offer a bespoke
reporting service where training needs can be grouped and
identified. For further info please email
teams@thesalesprofile.com.
Referrers and Affiliates Link
2. Generally check your strengths and weaknesses in sales but
also consider which skills you need and actually use the most in
your sales role, your business and your industry. You may not
actually use or even require all 13 skills!
Every person who completes the Sales Profile automatically
receives and individualised affiliate link. If you share the
personalised link below you will earn a small fee from any
referrals that go on to complete the Sales Profile.
3. Next check if there is a good match between your sales skills
and your actual sales process. Many sales people work for
businesses and companies that have not actually mapped their
sales process but a sales process exits! For example,
engineering firms usually sell by tender so Closing and
Handling Objections is not part of their normal sales process
whereas Qualifying and Presenting is.
Share:
4. Review the Key Action points. These are a guide only so
again, tailor the action steps to your business or industry.
Contact
UK Head Office
The Sales Profile
Andrew Priestley
 +44 (0) 161 818 9996
 www.thesalesprofile.com
 info@thesalesprofile.com
Resources
For additional context read A Sales History downloadable from
here, this is a great resource for sales people.
Terms and Conditions / Guarantee
Full Terms and Conditions are available at thesalesprofile.com.
Disclaimer
The Sales Profile is deemed as information only and does not
constitute bespoke sales training or employment advice. The
authors are not responsible for loss or damages incurred as a
result of using this product.
Who created the Sales Profile?
The award winning Sales Profile was developed by business
coach and sales trainer Andrew Priestley who is qualified in
Industrial and Organisational Psychology.