Present
You Can Always Sell More – How to
Improve Any Sales Force
______________________________________
How to Manage, Coach and Lead Your
Sales Team
Questions? You may contact Jim at:
800-526-0074
jim@pancero.com
Name _________________________________________________________________________________
© Copyright 10/2014 Jim Pancero, Inc. Dallas TX
www.pancero.com
ABOUT JIM PANCERO
Jim Pancero has the most advanced, leading-edge "business-to-business" sales and sales
management training available today. Everything he does is extensively researched and has one
bottom line focus...to increase an organization's strategic competitive advantage and market
uniqueness.
Jim's work focuses on sales organizations with high priced, large and/or competitively complex
products and services. His information-intensive keynote speeches, training programs and indepth consulting work detail his innovative selling processes and strategies for the new economy
and global marketplace.
Even during a sixty-minute keynote, Jim provides the most experienced members of his audience
with proven, immediately usable advanced ideas to increase their competitive advantage and
enhance their selling processes. His combination of humor and real-world examples evolved from
his experience researching and training in over 80 different industries.
Jim has been directly involved in "business-to-business" selling for over 40 years. Six of those years
were spent successfully selling the largest computer systems for the Data Processing Division of
the IBM Corporation. During Jim's prestigious IBM career he earned several awards including the
coveted "Golden Circle" designation annually awarded to the top 5% of their international sales
force.
In 1982, Jim founded his advanced sales training and consulting company. Since then, Jim has
conducted over 3,000 presentations or consulting days for 600 companies providing a career
average of five events per client. Over 90% of Jim's clients utilize his services more than once. You
can learn more about Jim at Pancero.com as well view video clips on YouTube®
© Copyright 2014 Jim Pancero, Inc.
Page 1
USLearning
TABLE OF CONTENTS
SECTION I – Are You “Good enough as a Sales Manager to Get Better?”
Class #1 – “What is the Job of a Sales Manager?”
SECTION II – How to Become a Sales Manager, Coach and Leader
Class #2 – “Are You a Sales Leader…or Just a Sales Manager?”
Class #3 – The Reality of Sales Leadership – Different People Need to Be Managed
and Motivated Differently
Class #4 – How to Master the Values of a Sales Leader
Class #5 – The Role of a Sales Manager on a Sales Call
SECTION III – How to Persuasively Coach, Train and Strengthen Your
Sales Team
Class #6 – How to Strengthen Your Coaching Skills
Class #7 – How to Build a New Sales Team…or Improve an Existing One
Class #8 – How to Train a New Hire/Entry Level Salesperson
SECTION IV – How to Improve a Salesperson’s Selling Skills and Abilities
Class #9 – How to Improve Attitude and Energy Selling Skills
Class #10 – How to Improve Operational Selling Skills
Class #11 – How to Improve Tactical Selling Skills
Class #12 – How to Maintain and Grow Your Team’s Most Important Customers
Class #13 – How to Improve New Business Selling Skills
Class #14 – How to Improve Strategic Selling Skills
© Copyright 2014 Jim Pancero, Inc.
Page 2
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section I - Class #1 – “What is the Job of a Sales Manager?”
WHAT IS YOUR JOB AS A SALES MANAGER?
- The job of a sales manager depends on what your company needs you to do
- Company bias of what is really important and needs the most attention
- Company bias of short term goals needed from the sales force
- Bias of your boss in how they define their expectations from you as a sales manager
- What can you do to learn what is expected of you and what your boss and company
define as sales management success?
- Definition of the job of a sales manager:
"The job of a sales manager is to help each and every one of your people achieve more than
they would have achieve if just left alone"
- Successful sales managers are blended managers
- Responding to the bias and expectations of upper management
- Backfilling and improving skill gaps and selling weaknesses within their sales team
- Leading account planning and selling strategy
- Successful sales managers are balanced coaches and leaders
- What skill areas are your current team members best at doing…and which areas need
the most coaching and training to improve their overall selling results and success?
People/Persuasive skills
Product/Technical Skills
© Copyright 2014 Jim Pancero, Inc.
Business/Financial Skills
Page 3
USLearning
THIS COURSE WILL FOCUS ON THE PEOPLE AND SELLING SKILLS SIDE OF
SALES MANAGEMENT
- You will learn
- How to manage and motivate your people
- How to coach and lead your team's selling process
- We will not be covering
- How to hire and fire
- Information controls and "Key Performance Indicators" (the most critical performance
numbers to track for a sales team
- How to maximize your CRM software (Customer Relationship Management) to track and
maintain information on your clients
- Are you managing a "Selling SWAT Team" or just a bunch of independent gunfighters?
- Independent Gunfighters – Each sales rep is fiercely independent, with their own style of
selling. Each selects their own independent messages of value and uniqueness to
communicate and chooses which of their products or services to sell with little
coaching or involvement with their sales manager
- "Selling SWAT Team" – Sells as a team following consistent selling processes and skills.
Communicates a consistent message of value and uniqueness, sells the full line of
products and services with active, future focused coaching and leadership from
their sales manager.
© Copyright 2014 Jim Pancero, Inc.
Page 4
USLearning
KEY GOALS OF COACHING AND LEADING A SALES TEAM
- The goals of sales management are to shift behaviors:
Intuitive Painter
Structural Printer
Reactive
Proactive
“Only One Move Ahead” Focused Selling
Planned “Multi-Stepped” Selling Strategies
“Memories of Customers”
Control of Customer Information
- Follow the four steps of all quality improvement programs to improve your sales team
1st – Start measuring and tracking what your people are doing now
2nd – Define your "Best Practices" you wish they were doing
3rd – Improve your people's "Best Practices" skills through ongoing training and coaching
4th – Raise your standards once your people get close to your "Best Practices" so you have
continuous quality improvement
© Copyright 2014 Jim Pancero, Inc.
Page 5
USLearning
TODAY’S MOST CRITICAL SHIFT IN SALES LEADERSHIP
“Managing a Bunch of Gunfighters”
- Only hires “experienced” sales
professionals so no sales skills training
(or coaching) is needed and assumes
“experienced = trained”
- Reactive “Transaction Driven”
Management
(“Call me when you need me”)
“Leading a SWAT Team”
- Hires experienced sales professionals…but
understands they can always sell more and
improve their abilities to plan and lead a territory
- Proactive Sales Leadership - (“Let’s talk about
your plans for the Johnson account”)
- “Operational” Activity Driven Focus
(“What are you doing to sell next
at this account?”)
- “Tactical and Strategic” direction and planning
focus. (“What are your plans over the next several
months or so to grow this account?”)
- Leads a sales team as the “Head
Doer” assuming the reason they
were promoted was due to their
selling abilities.
- Leads a sales team as a “Managing Manager”
Understanding the reason they were promoted
was due to their ability to successfully lead, and
grow, experienced sales professionals.
© Copyright 2014 Jim Pancero, Inc.
Page 6
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section II – Class #2 – “Are You a Sales Leader…or Just a Sales Manager?”
YOU CAN DEFINE YOUR STYLE OF SALES MANAGEMENT BASED ON HOW AND
WHERE YOU SPEND YOUR TIME
Are You Investing Your Sales Leadership Time as a Manager or a Leader?
% of time
% of time
needed in
spent now?
the future
REACTIVE/SUPPORT EFFORTS
Paperwork, administrative, performance analysis
Acting as a sales rep to your own accounts
Solving problems – fighting fires
Product ordering – Inventory management
Talking to customers as a manager to solve problems
- A "History" and "Today" focus
- "How can we make you happy about this?"
Other non-sales focused responsibilities or assignments
PROACTIVE/GROWTH EFFORTS
Coaching and training to improve selling "Best practices"
Leading sales reps through account planning
Riding with sales reps to observe and coach
Talking to customers as a manager to improve service
- A "Future" focus
- "How can we make working with us even easier and better?"
- Sales managers spend their time reactively supporting their sales team
- Sales leaders spend their time proactively leading and coaching their sales team
© Copyright 2014 Jim Pancero, Inc.
Page 7
USLearning
WHERE DO YOU FOCUS YOUR COMMUNICATIONS?
Future – “So what can you do so we don’t have this problem again?”
- Forecasts and quotas
- Message of uniqueness development
- How to gain a competitive advantage meetings
Today – “So what do you plan to do to fix it?”
- Status reports
- Call planning meetings
- Customer sales calls
- Problem resolution activities
History – “So what happened?”
- Call reports
- Expense reports
- "What happened?" meetings
© Copyright 2014 Jim Pancero, Inc.
Page 8
USLearning
ARE YOU A SALES LEADER OR JUST A SALES MANAGER?
"Sales Process" Sales Coach and Leader
- Asks "how" and "why" questions that focuses on improving the selling process
- "How are you planning your next selling steps with this buyer?"
- "Why aren't you also talking with their financial buyer?"
Proactive Leadership Focused
Training
- Industry and
competitive
analysis
- Defining and
improving “Selling
Best Practices”
- Special pricing
- Help close sales
- Problem/crisis
management
- Equipment
acquisition and
expediting
management
Future Focused
History & Today Focused
- Coaching and
- Call report analysis
Reactive Support Focused
“Transactional” Sales Manager
- Asks “what” and “who” questions that focus on winning the transaction
- “What’s it going to take to close that proposal?”
- “Who else do you think will close this month?”
© Copyright 2014 Jim Pancero, Inc.
Page 9
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section II - Class #3 – “The Reality of Sales Leadership – Different People Need to
Be Managed and Motivated Differently”
THE REALITY OF SELLING AND SALES MANAGEMENT
- What does it take to be a great salesperson?
- Strong ego (To help defend and protect them from all of the rejection of selling)
- Positive attitude
- Strong level of confidence
- Independent
- Tends to talk more than listen
- The attributes that make them successful are also the source of the hassles you will
experience managing and leading a group of sales people
- The invalid assumptions of experienced sales professionals and their managers
- Experienced = trained
- Majority of experienced sales professionals already know how to sell
- A company does not need strong sales management if they have strong independent
sales reps on their team
© Copyright 2014 Jim Pancero, Inc.
Page 10
USLearning
TODAY THERE IS A CHANGING OF THE GUARD AS BABY BOOMERS LEAVE THE
WORKFORCE
- Baby Boomers, “those born between 1946 and 1964,” tend to be loners
- Technology (and its increased communications) arrived after they were adults and their
education complete
- Personal computers arrived in the late 1970’s
- The IBM PC was introduced in August, 1981
- Hand-held cell phones arrived in the mid-1980’s
- Emails became popular in the early 1990’s
- Boomers grew up making decisions alone,
- “Because I’m unique and know what I want”
- Most baby boomer business decisions are made by individuals alone
- “I’m in charge of buying our supplies so it’s my decision which vendor I select and use”
- The “next generations” have grown up with technology and are more interconnected
with both their personal and professional contacts
© Copyright 2014 Jim Pancero, Inc.
Page 11
USLearning
THE CHALLENGE FACING MOST BUSINESSES TODAY
- What percent of your current sales team will you lose within the next 5 to 7 years due
to age or health?
Sales team = Counter + Outside sales + Drivers + Inside support
- Why do we need to change?
“Baby Boomer” Business Model
“Next Generation” Business Model

Sales rep is your competitive advantage

Sales team is your competitive advantage

Sales manager reactively supports sales
reps
- "My door is always open"

Sales manager proactively coaches and
leads
- “Get in here and tell me what’s
happening with that customer”

Sales rep over-services most important
accounts to keep the business

Sales team over-services most important
accounts to keep the business

Low competitive pressures due to sales
rep/customer relationship

Aggressive competitive pressures due to
Internet and active prospecting by
competitors

Only new sales reps prospect for new
customers

All sales team members are always
looking for new customers and selling
opportunities

Management assumes low turnover in
sales team
- Long term loyal employees

Management plans on ongoing turnover
within sales team
- "Next Generation" is more mobile with
easier access to job openings (due to
the Internet)
- Which management model do you have in place now?
- Larger businesses with younger sales teams have already made this shift
- How long before you will have no choice but to shift your management structure to this
"Next Generation" business model?
© Copyright 2014 Jim Pancero, Inc.
Page 12
USLearning
HOW TO MOTIVATE OTHERS
- The Four Rules of Motivation
Rule #1 – You cannot motivate anyone to do anything
Rule #2 – Everyone is already highly motivated
Rule #3 – People are motivated for their reasons, not for yours
- They are motivated because of their bias, not yours
- Their background, not yours
- Their culture and generation, not yours
Rule #4 – All you can do is build an environment so each person motivates themselves
- Bill McGrane Jr.
- Your job (as sales manager) is to build a motivational environment for each member of
your team to motivate themselves
- Some need more guidance while some need more independence
- You can be different in how you deal with your people as long as you are fair and
consistent
- As their manager you cannot be their best friend
- You only complain up (Saving Private Ryan Movie)
- You need to provide support, but still maintain a distance (and responsibility)
- Follow the “Platinum Rule” instead of the “Golden Rule”
- “Golden Rule” – Treat others as you would want to be treated
- “Platinum Rule” – Treat others as they want to be treated
© Copyright 2014 Jim Pancero, Inc.
Page 13
USLearning
WHAT KIND OF MOTIVATIONAL ENVIRONMENT HAVE YOU CREATED?
- The two universal motivators…feeling loved and feeling important
- How are you making your people feel loved and important?
- What is your balance of positive to negative comments to members of your team?
- How much telling and “edicting” do you do compared to asking?
- When was the last time you asked them for their suggestions of how to fix a problem?
- Do you focus on the past (history) or on the future when coaching members of your
team?
- Successful coaching only occurs when the person being coached believes in your
leadership and trusts you want them to be successful
- Successful coaching (and persuasion) is based on a two-step process:
1st Lower Resistance
2nd Deliver Your Message
- How are you lowering your team’s resistance to your help and coaching?
© Copyright 2014 Jim Pancero, Inc.
Page 14
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section II - Class #4 – “How to Master the Values of a Sales Leader”
DO YOU HAVE THE RIGHT TO COACH AND LEAD A SALES TEAM?
- Have you sold before?
- Selling is a unique culture and set of challenges. It is very difficult to understand a sales
person's environment if you have never worked a sales territory
- If you have never sold before and now find yourself as a manager of salespeople…then
become a student of selling
- How many books, personal coaching or online learning can you find to better
understand the structures and "Best Practices" of selling?
- You can only successfully coach someone if you see “more” than they do
- More awareness
- More "Best Practices"
- More structure and/or process
- More moves ahead
© Copyright 2014 Jim Pancero, Inc.
Page 15
USLearning
THE FIVE CENTRAL VALUES OF SALES LEADERSHIP
Value #1 – Successful sales management is based on being a coach and leader (not doing
things yourself as the "Head Doer")
- You cannot do their job, you can only coach and advise them on how to improve how they do
their job
- The three levels within a company:
- "Managing Manager" – Their only responsibility is to manage, coach and lead others.
They have no personal production responsibility. Their success is fully measured
on what their team or department is able to accomplish
- "Doing Manager" – They have a shared responsibility of personal production as well as
supervising or managing others. A sales manager who manages others but also
carries their own accounts (acting to those accounts as a salesperson)
- "Doer" – Their front line job is to do something. Nobody reports to them. They are only
responsible for their own production or efforts
Value #2 – Effective sales managers are balanced in their communications and focus
“Coach” Motivator
“Drill Sergeant” Disciplinarian
“Bean Counter” Number crunching
Value #3 – Persuasive sales managers blend their positive to negative feedback
- Effective coaching is based on successful questioning and challenging skills in a positive
environment
- What percentage of your communications is positive vs. negative?
- Affirm the individual and their efforts at the same time you challenge their actions,
plans, progress or results
- "I know you're working late and trying hard, but we need to figure out a way to
get your numbers up by the end of the year"
- Positive feedback in public – Negative feedback in private
© Copyright 2014 Jim Pancero, Inc.
Page 16
USLearning
THE FIVE CENTRAL VALUES OF SALES LEADERSHIP…Continued
Value #4 – Effective sales managers are proactive
- Leaders initiate - Managers respond
- As a coach, do you initiate discussions with your team or do you wait to be asked and
respond?
Value #5 – Successful sales leaders believe in the "Best Practices" and structures of selling
- The only way to successfully coach someone to improve their skills is by breaking down those
skills into the component steps or processes
- I doubt if you will be an effective golf coach if all you suggest to your students is to try
"Whacking it harder"
© Copyright 2014 Jim Pancero, Inc.
Page 17
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section II - Class #5 – “The Role of a Sales Manager on a Sales Call”
WHY ARE YOU, AS SALES MANAGER, GOING ON A SALES CALL WITH YOUR
SALES REP?
- Positive reasons for a sales manager to ride along on a sales call with their sales rep
- Observe and coach a sales rep on how to improve their product, technical or selling skills
- Confirm past conversations affirming commitments and promises made
- Affirm customers thanking them for their business and asking how your company can improve
your service and support
- Solve problems/Fight fires helping rectify or satisfy a customer's problems
- Help finalize negotiations of complex or aggressively competitive customer buying situations
- Sometimes a customer does not believe your final offer until they hear it from someone
higher up in your company than their sales rep
- Talk bigger picture issues (more tactical, strategic and future focused issues or opportunities)
- Help the sales rep get "Higher, wider and deeper" within their account
- Strengthen the account relationship independent of the rep as backup protection and to be an
"escape valve" in case your customer becomes unhappy or angry with their sales rep
- The job of a sales manager is not to sell or to close business
- Taking over the sales role on a sales call just means your customer will lose faith in their sales
rep believing things only happen or decisions are only made when you are involved
© Copyright 2014 Jim Pancero, Inc.
Page 18
USLearning
PRE AND POST CALL PLANNING ARE CRITICAL COMPONENTS TO YOU RIDING
WITH A SALES REP
- Pre-call planning and discussions to help understand and prepare for your call with a
sales rep
- You can only observe the skills of your sales rep when you understand what their goals were
for this call and what they had planned
- Pre-call coaching questions to ask:
- "What is the goal(s) of this sales call?"
- "Why are we calling on this individual?"
- "What are your long term plans and direction with this account?
- "What problems or challenges do you expect to have on this call with this buyer?"
- "What will your next few steps be after this call to win the business or grow the account?"
- "Who else do we want to see or meet when we are with this customer?"
- "What role would you like me to play on this sales call?"
- Post call briefing to help your sales rep understand how they can improve and to guide
them through continued skill awareness and development
- Critical to maintain a balance of positive to negative feedback
- Balance your History – Today – Future conversation
- Positive coaching conversations are most likely future-focused conversations
© Copyright 2014 Jim Pancero, Inc.
Page 19
USLearning
HOW AND WHEN DO YOU AS A SALES MANAGER STEP IN AND INTERRUPT A
SALES CALL?
- It is better to allow a sales call to crash before you step in than to "save the day" by taking
over the sales call before the sales rep realizes how much trouble they are really in
- Stopping a sales call too early before the sales rep realizes the problems they are in only upsets
the sales rep
- "Why did you stop the fight? I only needed to punch their fist with my face a few more times
and I would have had ‘em"
- When to stop or take over a sales call
- When the sales rep asks for help (set up ahead of time in your pre-call coaching)
- When you see the sales rep beginning to damage their relationship with your company
- When you can see the resistance visibly rising within your customer
- When the sales rep has backed themselves into a corner with no way to save themselves or the
selling situation
- It is best, if possible, to pause a sales call instead of taking it over to completion
- Completing the sales call like you would have wanted the sales rep to do will only turn you into
the doing sales rep your customer will now start to depend on and want to see
- It is better to pause a selling situation saying something like "It's evident we need to do
more research and to bring you a better thought out solution. Would you allow us to
regroup and come back later with something more definitive to propose?"
- If you talk with a customer (without the sales rep present) be careful not to destroy all of
his/her power and respect with this customer
- Use "we" language (we the sales team) instead of "me the manager" language
- Whenever possible, questions asked by a customer to a sales manager are best followed up
later and then answered by the sales rep
- "Let us do some more research on this and we will get back to you by the end of the day"
© Copyright 2014 Jim Pancero, Inc.
Page 20
USLearning
THE THREE LEVELS OF ALL COMMUNICATIONS
- 1st level of all communications – "Chit Chat level"
- Conversation is over meaningless or inconsequential issues
- "Public knowledge" conversations they would not care if shared with others
- "Chit Chat" lowers others resistance to you and your ideas but accomplishes little business
- "Who do you think's going to win the game this weekend?"
- 2nd level of all communications – "Thinking level"
- Conversation starts to become important and is "on the record"
- Conversation begins to focus on the real issues, what they think about what is happening (or
needs to happen)
- This is the most productive level of selling and persuasion
- "What do you think it will take to solve my shrink rate problem?"
3rd level of all communications – "Feeling level"
- Conversation takes on a more personal, and intimate level of "How will this impact me
personally?"
- The other person would be uncomfortable to learn you shared too much of your conversation
with others
- This level can become too personal distracting from the business reasons you have with this
customer or buyer
- "I just don't know what I'm going to do about this problem but can already see this is going to
make me and my department look really bad"
- All conversations start at the "Chit Chat" level
- Similar to pulling a cork below the surface of the water, all conversations start at the "Chit Chat"
level and will then proceed, based on your relationship with this person, into thinking, or
even feeling topics of conversation
- If a conversation is interrupted it will immediately go back up to the "Chit Chat" level
- You are having an intensive conversation with your customer. Their phone rings, they answer it
and then turn back to you saying "So where were we?" (A "Chit Chat" question)
© Copyright 2014 Jim Pancero, Inc.
Page 21
USLearning
HOW TO TEAM SELL ON A SALES CALL
1st – Sales rep starts off sales call talking with the customer
- Rep starts progressing through "Chit Chat" into the "Thinking level" of communications
CUSTOMER
DESK
SALES
MANAGER
SALES REP
2nd – Sales manager, being left out of the call, joins the conversation offering a comment or
observation
- Manager breaks the channel of communicating between the rep and customer taking the
conversation back up to the "Chit Chat" level
CUSTOMER
DESK
SALES REP
SALES
MANAGER
- The longer someone talks on a sales call, the deeper a conversation will get into the
"Thinking" or even "Feeling" levels
- What can you do during your pre-call planning to organize what you and the rep want to
say so you each get longer times to talk without interruptions from the other
(sending the call immediately back to the "Chit Chat" level)
© Copyright 2014 Jim Pancero, Inc.
Page 22
USLearning
SALES RIDE-WITH FORM
Page 1 - Pre-Call Planning
Sales Pro’s Name _________________________________________________________________________________________
Sales Manager’s Name______________________________________________________ Date of Ride-with ________
I - About your upcoming customer visit/sales call…”Tell me about our upcoming call” It is
positive if you can discuss the questions in this first section before starting your ride-with time
with a sales rep. Fill out one page for each customer to be visited.
Account Name ___________________________________________________________________________________________
1 - Who are we meeting with on this call?
_____________________________________________________________________________________________________________
2 - Why does the customer/prospect think we are coming?
_____________________________________________________________________________________________________________
3 - What do you plan to accomplish on this sales call/visit?
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
4 - What would you like my role to be as a sales manager on this call? How can I help
contribute and add value to your selling efforts?
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
5 - How would you like us to coordinate who says what and when?
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
6 - What are the next several steps you have planned with this account after this (assumed
to be) call is successfully completed?
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
7 - Anything else I need to know as a sales manager going with you on this call?
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
© Copyright 2014 Jim Pancero, Inc.
Page 23
USLearning
SALES RIDE-WITH FORM
Page 2 - Sales Call Feedback (After the call is completed)
Sales Pro’s name _________________________________________________________________________________________
Sales Manager Name_____________________________________________________ Date of Ride-with ___________
8 - Overall how well did the sales professional do and how well did the sales call go?
_____________________________________________________________________________________________________________
9 - What percent of the sales call did the sale professional talk? _______________________________
- Would more have been accomplished on this call if the customer would have been doing more
of the talking? ___________________________________________________________________________________________
10 - How well did you feel the sales call went? Did you accomplish what was planned and
expected?
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
11 - How well did the sales rep brief and prepare your briefing for the just completed sales
call? Were you surprised on the call?
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
12 - How comfortable are you that the sales professional has a solid understanding and
proactive control of what’s really happening with this customers/prospect?
_____________________________________________________________________________________________________________
13 - Suggestions to help improve the next pre-call account briefings _________________________
_____________________________________________________________________________________________________________
14 - Suggestions to improve the selling skills or efforts (observed on this call)? ______________
_____________________________________________________________________________________________________________
15 - (Space for additional comments) _______________________________________________________________
_____________________________________________________________________________________________________________
_____________________________________________________________________________________________________________
© Copyright 2014 Jim Pancero, Inc.
Page 24
USLearning
SALES RIDE-WITH FORM
Page 3 - Sales Professional General Discussions and Feedback (After the call is completed)
16 - About your territory and selling efforts… “So how’s your year progressing?”
- Consider discussing their top 3 to 5 selling opportunities currently being pursuing. Where are
their selling efforts with these accounts at this time and what are their planned next
steps?
- Any account or selling situation you want to discuss or receive feedback?
17 - About your selling skills and abilities… “Are you good enough to get better?”
- Discuss what selling skills do you feel this sales professional has best mastered?
- Discuss what key selling skills, disciplines or efforts, if improved, could offer this sales
professional the most skill improvement and increased potential for selling success?
- Discuss what specific skills, disciplines or efforts you want this rep working on prior to your
next “ride-with”
18 - About your job and life… “So how are things going for you?” (This discussion can be on or
off the record)
- Discuss how your sales professional feels things are going for them at work
- Discuss how satisfied they are with their job, their career with us, and selling for your company
- Discuss how you (as their sales manager) feel their career is progressing. Overall how good a
job are they doing? How valuable are they to you and your company?
- Discuss what they feel senior management most needs to be working on that will best improve
our customer experience?
- Ask your sales professional if there is anything else they want to ask or talk about?
19 - Any final or overall impressions with your time riding with this rep?
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
_______________________________________________________________________________________________________________
© Copyright 2014 Jim Pancero, Inc.
Page 25
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section III - Class #6 – “How to Strengthen Your Coaching Skills”
HOW TO INCREASE YOUR PERSUASIVE COACHING SKILLS
- Successful coaching requires patience
- A successful coach understands coaching is a process of “baby steps”
- Do you have the patience to allow imperfect behavior?
- Do you have the patience to allow someone you are coaching to discover on their own what you
already know?
- Do not push for too much change too fast
- Persuasive coaching is very similar to selling
- The fundamental two steps of selling
- 1st - Lower their resistance
- 2nd – Deliver your message
- You cannot coach or deliver a message to someone with high resistance
- Effective coaching only occurs when the person being coached believes in your leadership
and trusts you want them to be successful
- Does your team believe you are on their side and have their best interests in mind when doing
your job as sales manager?
- Communications structures to help your team believe you are on their side and want them
to be successful
- How balanced are your communications…
- Listening vs talking? (Ask /Tell)
- Positive vs negative communications?
- People vs task discussions?
- How much are you talking about them and how they are doing vs. talking about
what they need to do in their job?
- History focused vs today focused vs future focused communications?
- How much time are you spending talking about what happened vs what they need to do
moving forward?
- Would you trust and believe in your manager if they were always negative, only focused on the
past and what wasn't done, and shows no concern or interest in how you are personally
doing?
© Copyright 2014 Jim Pancero, Inc.
Page 26
USLearning
THE GOAL OF COACHING IS TO CHANGE BEHAVIORS AND OUTCOMES
- Goal of coaching is to change behaviors or direction without destroying their positive
attitude, ego or energy
- How a "Selling Process" coach measures incremental change:
1st look for a change in attitude
2nd look for a change in effort
3rd look for a change in progress
4th (and final) is to look for a change in results
© Copyright 2014 Jim Pancero, Inc.
Page 27
USLearning
HOW TO CONDUCT EFFECTIVE IN-HOUSE SALES TRAINING WITH YOUR TEAM
- The best environment for sales team training and coaching
- Keep the meeting interactive
- Ask questions instead of lecturing
- The best learning environment is when you ask questions and your sales team talks
- Don't try to be the content expert – use other's materials and ideas
- Your success is not in presenting as an expert but instead facilitating as their coach and
leader
- A successful trainer/coach helps you discover what they already know
- Include a sales training module (30 to 60 minutes) in each sales meeting whenever
possible
- Take one skill topic or idea per meeting
- Select an article, audio or Internet video clip that best communicates the topic you want to
discuss
- The four questions to ask when coaching/training a sales team
- Coaching questions to ask after you have played an audio, read an article or shown a video
Question #1 – “What did you think of the article/audio/video?”
Question #2 – “How relevant are those ideas to our industry, company and unique
selling environment?”
Question #3 – “What do you plan to do different based on what we discussed?”
- And after your training when you talk or see them in the hall ask…
Question #4 – “What success did you have (or have you been having) with the ideas we
discussed and you promised to try?”
© Copyright 2014 Jim Pancero, Inc.
Page 28
USLearning
THE “BEST PRACTICES” OF RUNNING AN EFFECTIVE SALES MEETING
1) Keep the meeting positive.
- Remember the "love sandwich" concept when you do need to present negative or
challenging feedback to your team.
- Always start off the meeting with a positive/affirming comment from you.
- Always end the meeting with a positive/affirming comment from you.
2) Never run a sales meeting without a prepared detailed agenda.
3) Define the starting and ending times and then stick to both.
4) Cover the most important ideas first (in case you run out of time).
5) Cover the fast/brief ideas first leaving the most detailed discussion issues to the end (in
case it takes longer than expected and you run out of time).
6) Whenever possible have team members present ideas or topics to be discussed so you
are not the only one talking.
7) Make sure to keep the meeting balanced so one or two sales reps do not dominate all of
the conversations. Call on specific team members for their comments to help keep
everyone involved and talking.
8) Bail out of an intensively negative or involved discussion that is not productive by
tabling the topic to your next meeting with the promise (and follow-thru by you)
of creating a team to look into this in more detail and to report back at the next
meeting.
9) Work to make sure that each sales meeting has something covered that is tactical and
something that is strategic. Otherwise the entire meeting will be operational
"administrivia."
10) Invite at least some of your inside people to each meeting so they feel part of the
sales team.
© Copyright 2014 Jim Pancero, Inc.
Page 29
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section III - Class #7 – “How to Build a New Sales Team,
or Improve an Existing One”
HOW TO BUILD OR STRENGTHEN A SALES TEAM
- New sales teams (or individuals new to selling) need to work on all four skill levels
- Start with building attitude and energy (how to maintain a positive attitude in the face of
rejection)
- Next help them master the operational product and personal selling skills of your industry
- Finally work with them on their control of their tactical selling processes and structures as well
as their strategic message and positioning skills
- Experienced sales teams need more tactical and strategic skill coaching and leadership
- It is challenging to try changing operational skill behaviors (such as the steps of a sales call)
after a salesperson has been selling for five or more years
- Better to first focus on tactical and strategic skill coaching then work on their basic
selling skills later when you have earned more credibility and they are more likely
to listen to your more fundamental coaching suggestions (such as ask more
questions on your sales calls)
- The three most critical selling skills to work on with an experience sales team
- The three skill sets to work on with your experienced sales team that will generate the
strongest results and increases in sales volumes
1) Strong response to “Why buy from you?” consistently delivered by your entire team.
2) Defined (and coached to) “Selling Process Best Practices.”
- “ID to Close” new business selling process.
- “1/1 to 12/31” processes to support your best customers.
3) Proactive “Selling Process” coaching to all team members.
- Including leading your team through individual account coaching and planning
sessions for important customers
© Copyright 2014 Jim Pancero, Inc.
Page 30
USLearning
WHAT SELLING SKILLS DO I NEED TO BUILD OR IMPROVE IN MY TEAM?
Strategic
Focus and Positioning
- Communicating Your Philosophy and Market Position
- Answering the Question "Why, based on all of the competitive alternatives
available to me, do I want to buy from you?"
Tactical
Tools and Controls
- Understanding and Controlling Your "ID to Close" Selling Process
- How to Call "Higher and Wider" Within a Customer's Organization
- How to Utilize the Rest of Your Team in Your Selling Process
- Time and Territory Management Skills
- Effective Negotiation Skills
Operational
Skills and Abilities
- Steps of a Sales Call
- Personality Awareness Skills ("Why people buy")
- Persuasive Communication Skills
- Product and Industry Knowledge
Attitude & Energy
© Copyright 2014 Jim Pancero, Inc.
Page 31
USLearning
INCREASING YOUR TEAM’S SELLING SKILLS
- What to expect from strengthened strategic selling skills
- The ability of your sales team to sell at higher margins because they understand you are not in a
price driven market
- The ability to answer persuasively a customer asking them “why, based on all the alternatives
available to me do I want to buy from you?”
- What to expect from strengthened tactical selling skills
- Sales professionals planning their daily and weekly activities or travel schedules in advance and
in a logical way that is visible to everyone within your sales team.
- Sales professionals better able to answer where any customer currently is and what they have
planned to maintain or grow their business
- Sales professionals being more proactive and initiating competitive protection activities
sooner and with a higher degree of effectiveness
- More ongoing new business prospecting efforts
- What to expect from strengthened operational selling skills
- A more consistent and persuasive sales professional able to handle a wider range of customers,
their concerns, their needs and expectations.
- A sales team who will come across to your customers as more customer focused, more
professional and of more value than your competition.
- What to expect from strengthened attitude and energy selling skills
- A sales team who has earned customer's loyalty due to their proven professionalism, values,
and commitment to helping.
- A more energized, excited and harder working sales professional.
- A "coachable" sales team open to your suggestions and guidance.
© Copyright 2014 Jim Pancero, Inc.
Page 32
USLearning
“SWAT Team Selling – Leading Your Team to a Competitive Advantage”
"Is your sales team functioning as a collection of independent gun fighters each choosing their
own targets or a trained unit with process, structures, strategy and direction?"
- Step 1 – Senior/Executive level – Commit to a more “Selling Process Coaching” style of
sales management.
- Who will take responsibility for actively coaching each sales team member?
- How will you free up sales management time and responsibilities so they have more
time to coach and lead their sales team?
- Step 2 – Senior/Executive level (with input from selected sales managers and senior
sales reps) - Identify & develop your team’s “Selling Best Practices”
- Account planning forms and coaching process – Standardized account planning and
coaching forms to help your sales reps prepare for their management coaching
sessions
- “Why buy from me” messaging - Having a brief message of strategic competitive
uniqueness and value being consistently delivered by all members of your sales
team
- “ID to Close” new business stepped selling process - Multiple-stepped plan to proactively
strategize and implement when selling to a new prospect or selling a new business
opportunity to an existing customer.
- “1/1 to 12/31” plans to support and grow your best customers - Multiple-stepped plan to
proactively maintain and grow an existing customer.
- Step 3 – Front line Sales Managers - Teach your sales managers how to shift from being
“Transactional Managers” to “Selling Process Coaches.”
- The average sales manager today does little coaching or leadership but instead focuses
all of their efforts on merely supporting their sales team with special pricing,
expediting, problem solving and customer thank you calls. Time, and coaching
skills, needs to be committed each week to get more involved as a coach and
strategist to each member of your sales team.
© Copyright 2014 Jim Pancero, Inc.
Page 33
USLearning
“SWAT Team Selling – Leading Your Team to a Competitive Advantage”
Page 2
- Step 4 – Sales Reps and their Sales Managers - Teach your sales team how to best utilize
your defined “Selling Best Practices” and account planning.
- The marketplace has changed. Customers are less loyal, more demanding and are more
price sensitive. Your competitors are effective selling professionals with a solid set
of existing customers, offering proven products at a very competitive price.
- Your ability to win competitively in this intensive market will be based on your capability
to consistently implement all areas of your selling expertise, functioning with your
team (and sales manager) to apply the “SWAT Team Selling Best Practices” and
proven philosophies that can best increase your competitive advantage and selling
success.
- Goals/outcomes from completing these four steps toward “SWAT Team Selling”
- Sales professionals utilizing a “SWAT Team Selling” multiple-stepped thinking, planning,
and selling approach
- Sales professionals better maintaining and growing their important customers through
structured account planning and coaching from their sales manager.
- All sales team members communicating a consistent and stronger message of
competitive uniqueness when any customer asks “Why do I want to buy from you?”
- All sales team members understanding and following a consistent set of “Selling Best
Practices.”
- All sales team members gaining an understanding of how to sell, as a team, a single
solution of customer-focused value through all departments within your
organization.
- All sales team members gaining an appreciation and confidence that they are “good
enough to get better.”
© Copyright 2014 Jim Pancero, Inc.
Page 34
USLearning
“STAYING IN THE 'COACHING ZONE'"
Strategic
Focus and Positioning
Future
- Communicating your philosophy and market
position
- Answering the question "Why, based on all of
the competitive alternatives available to me, do
I want to buy from you?"
- Forecasts and quotas
- Strategic planning
- Coaches the team on “what to do”
before anything is done
Tactical
Tools and Controls
- Understanding and controlling your "ID to
Close" selling process
- How to call "higher and wider" within a
customer's organization
- How to utilize the rest of your team in
your selling process
- Time and territory management skills
- Effective negotiation skills
Today
- Status reports
- Call planning meetings
- Customer sales calls
- Problem resolution activities
Operational
Skills and Abilities
- Steps of a Sales Call
- Personality Awareness Skills
("Why people buy")
- Persuasive Communication Skills
- Product and Industry Knowledge
History
- Call reports
- Expense reports
- "What happened?" meetings
Attitude & Energy
- Only complains about what wasn’t
done after the fact
- The “Coaching Zone” occurs when you keep your coaching
conversations...
- Tactical
© Copyright 2014 Jim Pancero, Inc.
- Strategic
- Future focused
Page 35
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section III - Class #8 – “How to Train a New Hire/Entry Level Salesperson”
SEVEN IDEAS TO HELP YOU TRAIN A NEWLY HIRED/ENTRY LEVEL
SALESPERSON
Idea #1 – Don't assume "Experienced = Trained"
- Evaluate the selling skills of any new hire no matter what their seniority or past experience
- What skill gaps or opportunities for improvement exist with this new person?
Idea #2 – Have your new hire spend their first week riding with various members of your
team
- Helps promote a "Single Enterprise" (respecting and understanding the importance and
contributions of all team members)
- Helps create awareness and respect for how challenging other jobs are within your
company
- Positions to have your newly hired rep spend a day riding with and observing:
- Outside sales rep
- Inside/counter sales
- Driver/delivery/shipping
- Inventory/warehouse picking
- Administrative/credit
© Copyright 2014 Jim Pancero, Inc.
Page 36
USLearning
SEVEN IDEAS TO HELP YOU TRAIN A NEWLY HIRED/ENTRY LEVEL
SALESPERSON - Continued
Idea #3 – Develop an entry level training manual and stepped training process
- …so you do not have to reinvent your training process every time you hire a new salesperson
- Three ring binder with a section tab for each week of your planned training
- Training and coaching can continue even after they start in their territory
- Keep the original copy so you do not lose already completed additions to your manual
- Pay a small bonus (a few hundred dollars) to the new hire for:
- Successfully completing their sales training
- How they improved their entry level training manual
- How did they help you fill out your training? Documenting steps or procedures to
make it easier for your next new hire
- You should have an effective training manual after two or three new hires complete your
training (and contribute to the improvement of your manual)
Idea #4 – Establish an ongoing one-on-one new hire coaching session each week
- You can share these coaching sessions with two or three newly hired sales reps if they start
about the same time
- Allows you to review their progress, offer suggestions, and coach them on your expectations for
their next week of sales training assignments
- Suggested newly hired coaching agenda/questions to ask:
- "How do you feel your training is going so far?"
- "What did you do/learn last week?"
- "Any problems, concerns or questions so far?"
- "What do you plan to work on and accomplish next week?"
Idea #5 – Get each newly hired salesperson a mentor
- Meant to act as an informal personal coach and guide
- Select a mentor from your sales team that best exhibits the attitudes, values and skills you
desire in a member of your team
© Copyright 2014 Jim Pancero, Inc.
Page 37
USLearning
SEVEN IDEAS TO HELP YOU TRAIN A NEWLY HIRED/ENTRY LEVEL
SALESPERSON - Continued
Idea #6 – Suggested order of skill building in a newly hired salesperson (with not much
selling experience or established skills)
1st – Learn the company and the company values
2nd – Learn your products and application usage
3rd – Learn how and why your customers make money and how they benefit from your products
and services
4th – Learn your company's message of value and competitive uniqueness
5th – Build the skills of selling (Attitude & energy, Operational, Tactical and Strategic)
6th – Learn account planning and how to control and lead a customer
Idea #7 – Utilize role playing and practice sales calls
- Set up simple, yet relevant role playing scenarios for your newly hired salesperson to design,
prepare and present
- Use other managers or senior sales reps as the customer/call taker
- Sample role-playing sales calls can include:
- How to present your message of competitive uniqueness to a prospect ("Why should I
buy from you?")
- How to give a product demo or conduct a site inspection/tour
- How to prepare and deliver a proposal and price quote
- Have them develop a parallel proposal to an actual selling situation currently
being worked on by another member of your team
© Copyright 2014 Jim Pancero, Inc.
Page 38
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section IV - Class #9 – “How to Improve Attitude and Energy Selling Skills”
IDEAS TO IMPROVE A SALESPERSON'S ATTITUDE AND ENERGY
Idea #1 – The attitude and energy of a salesperson (especially a newer one) tends to be a
mirror to you and your attitude and energy
- If you are positive, future-focused and excited then the rest of your team will tend to follow
Idea #2 – An overly excited and emotional sales team is normal
- The majority of sales people are emotional
- When sales are up they are happy, excited and tend to work more
- When sales are down they get sullen, depressed and work less
- Active one-on-one coaching and discussions can help manage or minimize disruptive emotions
within a sales team
- Balance your communications between both the task side ("How the job is going") and
the people side ("How do you feel about how things are going?")
Idea #3 – To increase sales your team will likely need to first increase their energy and
work efforts
- Do they really believe they can sell more?
- Do they really believe they can improve their personal selling skills and effectiveness?
- …and that improving their skills will also increase their sales?
- Do they really believe your leadership skills and coaching efforts can help them improve their
sales results?
© Copyright 2014 Jim Pancero, Inc.
Page 39
USLearning
IDEAS TO IMPROVE A SALESPERSON'S ATTITUDE AND ENERGY - Continued
Idea #4 – Keep talking to your team…especially in tougher times
- When facing a tougher market or economy you need to communicate they didn't cause today's
weaker business economy…but they can sell their way out of it
- Talk to your team about the value and strength that comes from functioning as a team and
sharing ideas
- The safer and more protected they feel with you and their team then the more risks they
will be willing to take within their territory
- More risks taken (when managed properly) tend to generate more new sales
- In challenging times hold weekly sales meetings (face-to-face or by phone) to review and
congratulate progress, debate recent selling challenges (and what to do about it) and to
discuss improved selling skills or processes to be tried
Idea #5 – Ask permission to help them make more money, get better and sell more
- Remind them how your measurements and compensation are tied to their (and the rest of the
team's) performance
- "As your sales manager I'm the only one in your lifeboat with you…so will you let me
help us?"
- Keep asking your team if you are helping and of value
- You cannot share your messages and ideas until you have lowered their resistance
© Copyright 2014 Jim Pancero, Inc.
Page 40
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section IV - Class #10 – “How to Improve Operational Selling Skills”
STRENGTHENING OPERATIONAL SELLING SKILLS MAKES YOU MORE
PERSUASIVE AND CREDIBLE
- It is challenging to teach operational selling skills to experienced sales professionals
- Operational selling skills tend to center on the skills also considered habits by experienced
salespeople
- Changing habits is challenging
- Most of us do not think about the steps or structures of our established habits
- It is easiest (and best) to teach operational selling skills to salespeople within the first five years
of their selling career
- The most critical operational foundations of successful selling to master:
1st - Product and technical knowledge
2nd - Steps of a sales call
© Copyright 2014 Jim Pancero, Inc.
Page 41
USLearning
STEPS OF A SALES CALL
1st - Lower resistance
2nd - Ask questions and qualify
- ID customer needs.
- Learn/understand their environment.
- Qualify the relevance and appropriateness of your solution.
3rd - Present your solution
4th - Close
- Where do we go from here?
- What happens now?
- What do we need to do next?
5th - Agree to your next contact
© Copyright 2014 Jim Pancero, Inc.
Page 42
USLearning
THE THREE MOST CONSISTENT OPERATIONAL SELLING WEAKNESSES FACED
BY ALL SALES PROFESSIONALS
Weakness #1 – Sales people without control of their steps of a sales call will talk too much
of the time in front of customers
- What percent of a sales call do you talk vs listen?
- Most sales calls are interactive, but the salesperson still does as much as 90% of the
talking
- Customer asks a 5 second question “Why are you so expensive?”
- Salesperson provides a 10 minute response
- Take a test – Next time you are making a sales call over the telephone record your side of
the conversation on your cell phone. You don’t need to record your customer, just
assume any silence on your recording was when your customer was talking. Go
back afterward with a stop watch and record what percent of your call you talked
versus listened
- What do you think would be the best persuasive balance of you, the salesperson talking
compared to your customer talking?
________ % salesperson talking / ________ % customer talking
© Copyright 2014 Jim Pancero, Inc.
Page 43
USLearning
THE THREE MOST CONSISTENT OPERATIONAL SELLING WEAKNESSES FACED
BY ALL SALES PROFESSIONALS - Continued
Weakness #2 – A salesperson without control of their steps of a sales call will collapse
under pressure and only present/talk
- Pressures caused by:
- Selling pressures
- Relationship pressures
- Time pressures
- Competitive pressures
- Environmental pressures
- A salesperson without control of their steps of a sales call will forget about lowering
resistance and asking questions and will only talk…sometimes not even asking for
an order or next contact
- How would you handle a customer saying “You’ve got five minutes…what do you
want?”
- The impact of selling under pressure without selling structures.
Sales professional in control and
using their steps of a sales call
Sales professional without control
of their steps of a sales call
1st – Lower resistance
2nd – Questions and qualify
3rd – Present
4th – Ask for the order
5th – Agree to and/or set up next
contact
Sales pro just talks ‘spending’ all their
time presenting, asking few questions
© Copyright 2014 Jim Pancero, Inc.
Page 44
USLearning
THE THREE MOST CONSISTENT OPERATIONAL SELLING WEAKNESSES FACED
BY ALL SALES PROFESSIONALS - Continued
Weakness #3 – All sales people are using the same steps…even the high pressure
“Slime Balls”
- The problem…they are using the exact same steps of a sales call you are using
- The difference between the most ethical customer-focused sales professionals and the
highest pressured “slime balls” is in how they apply the steps of a sales call
"Slime Balls" sell by talking and "pitching"
1st – Lower resistance
2nd – Questions and
qualify
___________________________________________________
< 25% Asking
> 75% Talking
3rd – Present
4th – Ask for the order
5th – Agree/Set up next
contact
© Copyright 2014 Jim Pancero, Inc.
"Low Pressure Selling Professionals" sell
by asking and listening
> 75% Asking
1st – Lower resistance
2nd – Questions and
qualify
____________________________________________________________________________
< 25% Talking
Page 45
3rd – Present
4th – Ask for the order
5th – Agree/Set up next
contact
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section IV - Class #11 – “How to Improve Tactical Selling Skills”
STRENGTHENING TACTICAL SELLING SKILLS PROVIDE SELLING CONTROL
AND MULTIPLE-STEPPED THINKING AND PLANNING
- A tactical competitive advantage is based on thinking and planning more moves ahead
than your competitors
- The three tactical selling processes to master and follow
- With prospects and new selling efforts
Identify
Close
- With existing customers you want to maintain and grow
January 1st
December 31st
- Within your larger customers
- How do you get “Higher, Wider and Deeper?”
© Copyright 2014 Jim Pancero, Inc.
Page 46
USLearning
HOW STABLE AND PROTECTED ARE YOUR TEAM'S MOST IMPORTANT
CUSTOMERS?
- Getting “Higher, Wider and Deeper”
- “Higher” - Calling on more senior managers or company executives
- “Wider” - Calling to other departments or users who are impacted by your products or
services
- “Deeper” - Calling on the front line operators or users of your products or services
- How many of your team's customers are "One car wreck" away from you losing the
business (or having it put out to competitive bid)?
- The "Car wreck" sales test (Ask a sales rep) – "Did you hear the news? Your main buyer
contact at your most important account was just killed in a car wreck…will you still
keep the business?"
- Having only one contact within a customer exposes your sales rep (and your company)
to an "end run" where your competitor convinces other departments or more
senior executives on the value and uniqueness of doing business with them instead
of you
- The average "business to business" sales rep has over 50% of their accounts exposed
due to them only calling and being connected with a single buying contact at their
customer
© Copyright 2014 Jim Pancero, Inc.
Page 47
USLearning
IDEAS TO HELP YOUR TEAM GET "HIGHER, WIDER & DEEPER"
Idea #1 - Look for exposed accounts where a sales rep has not successfully gotten "Higher,
Wider and Deeper"
- Put those customers or prospects through your account planning coaching to identify plans to
correct this situation
Idea #2 - Include discussions about how to get "Higher, Wider and Deeper" within all of
your account planning discussions with your sales reps
- Getting "Higher, Wider and Deeper" does not happen naturally within an account relationship
- It takes creative planning and selling to get above a main buyer
Idea #3 - Never let your sales reps go around a buyer…take them with you
- Your main contact/buyer will need to see the value to them in you getting higher, wider and
deeper than just calling on them
Idea #4 – Make sure your reps have a reason to be calling on someone outside their normal
buyer contact
- Have a reason to meet them
- "Just wanted a chance to meet you and introduce myself" just tends to irritate customers
- Great reasons to get a few minutes in front of senior customer management
- Explaining a new industry direction (and its impact on their business, profitability or usage)
- Significant new industry technologies, products or services that can dramatically impact
this customer, their business and profitability
Idea #5 - Use your senior managers
- The easiest way to get a meeting with customer senior management is when "My senior
manager wants to meet with your senior manager to discuss how we can be of more value
and assistance to you and your company"
Idea #6 - Change your message the higher up you get within your customer
- The higher up you go within a company the more your language and focus of discussion will
change
© Copyright 2014 Jim Pancero, Inc.
Page 48
USLearning
ADJUSTING YOUR LANGUAGE AND SELLING MESSAGE TO YOUR BUYER
Owner/CEO Level
STRATEGIC LEVEL
(Proactive)
“How will this help me improve our brand,
profitability or market share?”
Direction, profitability, growth
and market share
Vice President Level
“How will this help me improve our
performance, profitability or effectiveness?”
Department Head Level
TACTICAL LEVEL
“How will this help me improve my
department’s budget, performance or quality?”
Department profitability, budget,
tracking, product and quality
improvement
Manager Level
“How will this help my team by making their
job simpler, faster or lower cost?”
Worker Level
“How will this make my job easier or improve
the quality of what I do?”
© Copyright 2014 Jim Pancero, Inc.
OPERATIONAL LEVEL
(Reactive)
Maintaining productivity
and quality
Page 49
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section IV - Class #12 – “How to Maintain and Grow Your Team’s Most Important
Customers”
WHERE DO YOUR CUSTOMERS SEE YOU?
Trusted Advisor
- Increasing customer order size and loyalty
Business Growth and Profit Generator
- Offering new ideas and suggestions
PROACTIVE
REACTIVE
"Specials" Presenter
- Covering as many "special deals" as possible
Order Taker / Problem Solver
- Taking care of your customer's problems
© Copyright 2014 Jim Pancero, Inc.
Page 50
USLearning
WHAT IS YOUR TEAM'S PLAN TO MAINTAIN AND SUPPORT YOUR MOST
IMPORTANT CUSTOMERS?
- The "What are you doing to support your best accounts now?" test
- Drawing this visual, ask each sales rep to write down everything they have planned for their
most important customer over the next twelve months that will help maintain and grow
their business
1/1
12/31
- Expect to hear three sets of responses from your sales reps:
1st – "This is how often I call on this account"
- But only solving problems and asking the same four questions of:
- "Anything you need?”
- “Anything coming up?”
- "Anything I can help with?"
- “How's the family?"
2nd – "This is the social activity I have planned with this customer to strengthen our
relationship"
3rd – "The only efforts I have planned are the things I plan to personally do"
- Notice no efforts being done by the rest of your team will be part of their list or plans
- Is your team each supporting their most important customers as independent gunfighters,
giving different levels of support, or as a "Selling SWAT Team" with structure, defined
processes and active coaching?
- Notice the majority of support being offered your best customers is merely reactive
support due to either your buyer asking for specific help or your team just repeating the
same support levels and efforts as in previous year's efforts
- What can you do as their coach and leader to get your team to do more proactive
support efforts?
© Copyright 2014 Jim Pancero, Inc.
Page 51
USLearning
WHAT EXTRA "WOW" EFFORTS CAN YOU OFFER YOUR MOST IMPORTANT
CUSTOMERS?
- Customers do not tend to remember reactive service and support efforts (unless there
was a problem)
- Invest in your most important customers by offering or initiating efforts to help
- Your proactive selling efforts will separate you from your competitors
- Helps improve a customer's overall satisfaction and loyalty
- Gives you an excuse to get "Higher, wider and deeper" within your account
- What can you offer or suggest to provide extra value to your most important customers?
- In-house safety or skill training for their workers
- Personal contact (phone or face-to-face) with your senior leadership
- Senior management asking "What kind of job are we doing for you?" and "What
can we do to make it even better?"
- When your customer's business is significantly smaller than yours, offer free business
training seminars or consulting conversations with your corporate experts
- How to make more money (or lower your costs) in your business
- HR or management organizational issues
- Participation in special projects looking for new opportunities or efficiencies
- Arranging a private meeting with your support team to discuss how you can improve
your support and make working with you easier
- Attended by your sales manager, outside sales rep, inside sales rep(s), service or
warehouse manager
© Copyright 2014 Jim Pancero, Inc.
Page 52
USLearning
SUGGESTED ACCOUNT PLANNING COACHING SESSION AGENDA
1) History (Brief time)
- “What’s been happening?”
- “What’s the latest?”
2) “Crisis” and transactional closing problems (Brief time)
- “What’s it going to take to close this business?”
- “What’s it going to take to solve this problem?”
3) Review and discuss planned actions with your selected account
1.
2.
3.
4.
5.
6.
To whom are you talking?
What equipment/products do they currently have?
What additional equipment/products do you think they will need?
What other competitors do you expect to be going after this business?
Who do you think you should be strengthening your relationship with at this account?
How do you plan to position our company’s philosophies and messaging with this
customer?
7. What is your 90-day plan to work to win this business?
8. What can you do to increase your competitive advantage with this account?
9. What else can you do to get your profitability up on this sale/proposal?
10. How can you best position our higher price?
4) Recap and summarize identified action plans and completion deadlines
© Copyright 2014 Jim Pancero, Inc.
Page 53
USLearning
ACCOUNT PLANNING FORM - Page 1 of 4 - Where we are now
Account Name: ______________________________________________
1. Important top contacts you have already met:
Status - Champion (and supporter of your company)
- Friend (of your company)
- Neutral (toward any company)
- Biased (toward another company)
- Unknown (where they stand)
Name
______________________________
Job Title
_________________________
Status
______
______________________________
_________________________
______
______________________________
_________________________
______
______________________________
_________________________
______
2. Current products used:
Products
______________
Quantity
Part #
_________ ______________
Date first purchased
_________________________
______________
_________ ______________
_________________________
______________
_________ ______________
_________________________
3. Products requested by customer or expected to be proposed
Products
______________
Quantity
______________
Why?
_________________________
Expected
Delivery
_________
______________
______________
_________________________
_________
______________
______________
_________________________
_________
4. Who else do we expect will be proposing?
Competitor
Strengths
Weaknesses
______________
_________________________
__________________________
______________
_________________________
__________________________
______________
_________________________
__________________________
5. Who currently has the competitive advantage to win this business?
_____________________________________________________________________
© Copyright 2014 Jim Pancero, Inc.
Page 54
USLearning
ACCOUNT PLANNING FORM - Page 2 of 4 - Where we want to go
Account Name: ______________________________________________
6. Most Important top contacts still want/need to meet:
Importance
- Critical (to us winning this business)
- Important (to us winning this business)
- Positive (for us to be talking with them)
- Unknown (what their real impact will be on their final decision to buy)
Name
______________________________
Job Title
_________________________
Status
______
______________________________
_________________________
______
______________________________
_________________________
______
______________________________
_________________________
______
7. Our current competitive strengths and weaknesses with this customer:
Strengths
Weaknesses
_____________________________
____________________________________
_____________________________
____________________________________
_____________________________
____________________________________
8. How we plan to position our company and our philosophies and messaging with
this customer:
Our selling message ______________________________________________
_______________________________________________________________
9. Key goals we want to accomplish with this customer
Goal #1 _________________________________________________________
Goal #2 _________________________________________________________
Goal #3 _________________________________________________________
© Copyright 2014 Jim Pancero, Inc.
Page 55
USLearning
ACCOUNT PLANNING FORM - Page 3 of 4 - How we plan to win this business
Your planned selling strategy with this customer
Selling “to-do’s” and action plans to win this business
© Copyright 2014 Jim Pancero, Inc.
Page 56
USLearning
Sales Professional: ___________________________________________
Account Planning Form For Existing Accounts – Page 4 of 4
Account Name__________________________
1st Quarter
2nd Quarter
Date Prepared ___________
3rd Quarter
4th Quarter
Account Growth
Plan
- New products to
propose
Contact Growth
Plan
- Existing accounts
- New contacts
- New locations
Business/Executive
Review & Growth
Planning
Introduce New
Products and
Technologies
Executive
Involvement
Social
Entertainment
Customer Service
Reviews
© Copyright 2014 Jim Pancero, Inc.
Page 57
USLearning
IDEAS TO ESTABLISH THE MOST POSITIVE ENVIRONMENT FOR YOUR
INDIVIDUAL "SALES REP ACCOUNT PLANNING SESSIONS" – Page 1
1) Positive to have more than the sales rep present.
- Great time to have any sales reps sitting in so they know what is happening in the rep's
territory (and how they can help).
- Also a great time for others in management to attend to learn more about what is happening
with this rep's selling activities and direction.
2) Be sure and provide positive feedback and congratulations on positives.
3) Be sure and utilize the concept of the "love sandwich" if negative feedback needs to be
provided.
- "Love sandwich"
1st – State something positive about the person and their efforts.
2nd – State the negative or what you are concerned about.
3rd – State something positive about how hard the person is working or the potential you know
they have to do better and how important they are to your team.
4) Each person in attendance should have a pad of paper for any assigned "ToDo's" that
come out of the discussions.
5) Remind all in attendance that this is a positive coaching session meant to help the sales
rep to be more successful and for others to better understand how they can
support the selling efforts of the rep.
6) The more negative the comments are to the sales rep then the less effective, and helpful
the coaching session will be.
- Overall performance negatives need to be handled at another meeting and time.
- This is not a meeting for you to be a "Drill Sergeant" or to hammer them.
© Copyright 2014 Jim Pancero, Inc.
Page 58
USLearning
IDEAS TO ESTABLISH THE MOST POSITIVE ENVIRONMENT FOR YOUR
INDIVIDUAL "SALES REP ACCOUNT PLANNING SESSIONS" – Page 2
7) Work to keep the meeting "tactical" and "strategic" focused vs. being bogged down in
"operational" details.
8) Work to keep the meeting more "future focused" than "history/today" focused.
9) Confirm in advance the agenda and overall goals of this coaching session.
- Identify what accounts you want to discuss in detail.
- Ask them what accounts they want to go over.
- Identify starting and ending times (and stick to them).
- Eliminate the less important accounts if the coaching session is going long.
- Critical to still cover the personal employee issues at each coaching session.
10) Important to conduct ongoing reviews of the monthly coaching session plans every
time you ride with a sales rep or have any quiet time with a rep.
© Copyright 2014 Jim Pancero, Inc.
Page 59
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section IV - Class #13 – “How to Improve New Business Selling Skills”
WHAT IS YOUR TEAM'S "ID TO CLOSE" MULTIPLE-STEPPED NEW BUSINESS
SELLING PLAN?
- Majority of sales people have no defined multiple-stepped new business selling plan
- The "Define your new business selling process" test
- Most of your sales reps have been selling for your company for several years but cannot
define the steps they go through to sell new business to a new company (or new
business to an existing customer)
- Drawing this visual, ask each sales rep to write down the steps or plan they follow from
the time they identify a new prospect or selling opportunity until the time they
close on the sale (even though the relationship will continue)
- Expect few to give you any kind of response or defined selling plan
- Tactical multiple-stepped coaching and leading reps through account planning are
critical components of successfully leading a sales team
© Copyright 2014 Jim Pancero, Inc.
Page 60
USLearning
SUGGESTED TACTICAL "BUSINESS TO BUSINESS" SELLING PLAN
- Identify potential "selling success factors" for each selling step that, if achieved or
understood, will increase your team's chances of winning
- Examples - Getting samples, plant tour or meeting with a senior manager
Step 1 – Set up, positioning and establishing an appointment
- What job title is the best initial contact at a new prospect?
Step 2 - Initial sales call, plant tour & ID of “next best” application to promote
- Position your buyer’s evaluation/decision process by recommending they ask all
vendors (including you):
1. What’s my total cost?
2, Can you support me?
3. How much risk am I taking doing business with you?
4. How will you help me improve my business?
- What step are you on as an organization?
1st – Decide pain / 2nd decide direction / 3rd decide solutions / 4th decide
vendors / 5th decide process
Step 3 - Do more research/positioning and get “higher wider & deeper”
Step 4 – Validate your working relationship
- What does your buyer most want from you and your company?
- If an existing customer remind them of your past service and quality
- If a new company prospect share your references and past proof of success
- Review how you support a customer and what level of service they can expect
Step 5 - Proposal positioning & delivery
- Never deliver a proposal to a buyer that contains new information or surprises
- Review major proposal points and pricing in advance so you can defend or adjust
what you are proposing
© Copyright 2014 Jim Pancero, Inc.
Page 61
USLearning
SUGGESTED TACTICAL "BUSINESS TO BUSINESS" SELLING PLAN - Continued
Step 6 – Justify your “higher price – lower total cost” philosophy
- Walk your buyer through the ROI (Return on Investment) of buying from you
Step 1 – “Apples to apples” (Talking the same products and specs?)
Step 2 – Prove “Hard Savings” (Can be quantified and validated)
Step 3 – Prove “Soft Savings” (Not as quantified and harder to validate)
Step 4 – Explain your “Insurance Policy” (Can’t quantify or prove the savings of this
point…but it is important to the buyer)
Close is to say…”For only $xx/month (or unit or assembly) you get all of this extra
support, coverage and protection”
Step 7 – Post sale support to identify and position your next application solution
- What can your team do to so impress and amaze this buyer that they want to do more
business with you in the future?
Step 8 – Evaluate, adjust & prepare for your next sale
- How does the multiple-stepped plan or supporting tools need to be added or adjusted to
improve our chances of winning in the future?
© Copyright 2014 Jim Pancero, Inc.
Page 62
USLearning
YOU CAN ALWAYS SELL MORE – HOW TO IMPROVE ANY SALES FORCE
How to Manage, Coach and Lead Your Sales Team
Section IV - Class #14 – “How to Improve Strategic Selling Skills”
HOW TO IMPROVE STRATEGIC SELLING SKILLS
- Strong strategic skills position your team's selling philosophy, value and competitive
uniqueness
- Majority of sales people have unorganized, or ineffective messages of value and
competitive uniqueness
- The "Why buy from you?" test
- Ask each sales rep to write down the major bulleted points they would cover
with a prospect asking them:
"You're the third vendor I've talked to about this stuff today. Why, based on all the competitive
alternatives available to me do I want to buy from you and your company?"
- Expect each sales rep to have a different answer than the rest of your sales team. Also
expect them to be saying about the same things your competitors are also saying
© Copyright 2014 Jim Pancero, Inc.
Page 63
USLearning
TEN STEPS TO STRENGTHENING YOUR TEAM’S MESSAGE OF
COMPETITIVE UNIQUENESS
Step 1 – Agreement - You are not in a price driven market.
- All markets are value focused. You increase your ability to win against lower priced
competitors by increasing your value and uniqueness – not by dropping your
prices.
- Your goal is to communicate how you are not the lowest price…but can prove how
and why you are the lowest total cost for your buyers.
Step 2 – Identification - Your uniqueness and competitive edge will no longer likely come
from your products, but from your support organization to help your
customers increase their utilization and ease of using your products.
Step 3 – Build a team list - on a flip chart pad or white board, of the major points to
answer a customer or prospect asking you, “Why, based on all the
competitive alternatives available to me do I want to buy from you?”
Step 4 – Put your completed “Why buy” list through the four consistent problems or tests
of your uniqueness message.
- This proves to your team how and why their current responses need to be strengthened
and improved.
Step 5 – Discuss the “Four Core Values” and how they apply to your organization.
- To prove these core values fit all buying opportunities ask your team to identify any
terms on their “Why buy” list that do not tie directly into at least one of the four
core values.
Step 6 – Discuss as a team how you can repackage your value and uniqueness into one
consistent message delivered by all members of your team.
- Once you develop your new message do not put it in print, in a brochure or on your
website so you can keep your message away from your competitors
© Copyright 2014 Jim Pancero, Inc.
Page 64
USLearning
TEN STEPS TO STRENGTHENING YOUR TEAM’S MESSAGE OF
COMPETITIVE UNIQUENESS...
Step 7 – Test your message to insure you are moving in the correct direction.
1st - Share your new message with some of your best customers (“We’ve been
working to clarify why others would want to buy from us…do you think our new
message accurately describes our competitive value and uniqueness?”).
2nd - Share your new message with prospects (“We’ve always described our uniqueness
and value based on…”).
3rd - Start sharing your new message with everyone your company talks to, either
existing or new.
Step 8 – Discuss your expectations of how much of your message you expect each member
of your team to be able to communicate.
- Salespeople – your complete message
- All non-sales managers – you want them to talk at least at the overview level
- Service and support people (including your drivers) – you want them to at least mention
or reference your key message points in their conversations with customers
Step 9 – Work with all members of your team to learn and consistently communicate your
new message of value and uniqueness to all prospects and customers.
Step 10 – Monitor your customers and competitors to insure your message continues
to accurately communicate your competitive value and uniqueness.
© Copyright 2014 Jim Pancero, Inc.
Page 65
USLearning
THE FOUR CONSISTENT PROBLEMS WITH A SALES TEAM’S
MESSAGE OF UNIQUENESS
Problem #1 – Everyone’s saying the same thing…
- Four most common answers:
- “Our high quality products or services”
- “Our strong level of support”
- “Our competitive prices”
- “You get me”
Problem #2 – Everyone has different answers (when they aren’t saying
the four same points).
- How many different responses did your team generate?
Problem #3 – Sales reps only talk about themselves.
- Give your answers the X’s and O’s test…
- “X” out every time you say “us,” “we,” “our,” your name, your
company name or your product/service names
- “O” circle every time you say “you,” “your,” or mention the customer
by name or use their company name
- What is your balance of “X’s” to “O’s”?
Problem #4 – Your answers assume you are alone in the world.
© Copyright 2014 Jim Pancero, Inc.
Page 66
USLearning
USING THE “FOUR CORE VALUES” ON A DAILY BASIS TO INCREASE YOUR
COMPETITIVE ADVANTAGE
- Focus on core values, not just product intangibles
- Why do your customers really buy?
- The closer you identify to your customer's core values, the stronger your position of
uniqueness.
- Positioning your product versus your competitors
- How can you incorporate the four most critical core values into your selling message?
- “Lower my risk”
- “Make my life or work easier”
- “Lower my total costs or increase my profitability”
- “Increase my competitive advantage”
© Copyright 2014 Jim Pancero, Inc.
Page 67
USLearning
VISIT PANCERO.COM TO ENHANCE YOUR
SALES AND SALES MANAGEMENT TRAINING
- Blog Articles for Sales Pros and Sales Managers
to help you with In-House training. Each article
has a "Print & PDF" button that will format the
article for your printer or create a PDF, your
choice. http://www.pancero.com/articles
- MP3's - MP3 audio training by Jim that you can
listen to while on the go, can be played from your
phone or tablet. http://www.pancero.com/freeresourses
- Videos - Watch training videos from Jim. Sales
and Sales Management topics are covered,
including new videos covering SWAT Team
Selling and more coming so bookmark the site.
http://www.pancero.com/free-resourses
_______________________________________________________________________________________________________________
TAP INTO THE APP!
Have Jim’s expertise at your fingertips, Videos, Audios, Articles, Sales Evaluation,
available anytime to help sharpen your selling and sales management skills.
Available now for iPhone, iPad, Android, Tablets. Search for: Jim Pancero
© Copyright 2014 Jim Pancero, Inc.
Page 68
USLearning