By Linda Richardson
Salespeople are often alone as they make sales calls. Many say they don’t get coached. Most are hungry for good feedback and would benefit greatly from it.
Just like an artist who can be his/her own best subject (because he/she is always available), you can be an effective self coach. After each call, critique the call by specifically reviewing your strengths and areas for improvement. Focus on one area at a time and set a plan on how to improve in that area.
August, if things slow down a bit, is a good time to step back after each call and debrief the call and your performance.
· Preparation
– Did I set a measurable objective before the call?
– Did I do the necessary homework so I was fully prepared?
– Did I meet with the right person/decision maker?
· Opening
– Did I build personal rapport and set the focus of the meeting and check if that the client’s expectations?
· Identifying Needs
– Did I spend enough (more) time understanding needs vs. pitching?
– Did I ask about or review client objectives, the current situation, and the future and personal needs before getting to my product? What new things did I learn? Did I take good notes to use to follow up and to feed data into CRM?
– Did I use effective questioning skills?
· Did I ask open-ended questions to gain more information?
· Did I lead into questions with acknowledgment and benefits to motivate the client to respond?
· Did I drill down to get specifics vs. jump to the next question?
– Did I learn about competitors, budget, time frame?
– Did I use effective listening skills?
· Did I listen to the content and emotional message?
· Did I show signs of listening (eye contact, ask questions, use acknowledgment, incorporate the client’s language, take notes)?
· Resolving Objections
– Did I uncover and resolve objections, including checking to get client feedback to make sure what I said answered the objection?
· Positioning
– Did I tailor my solution/ideas to my client’s needs?
– Did I ask for feedback on what I presented?
· Closing
– Did I accomplish my objective?
– Did I ask for the business and/or put the next step in place to maintain momentum?
– What action steps and time frames did I set so I am poised to keep moving?
– Did I leave a positive last impression?
· Follow-up
– What is my follow-up? When?
– Did I input CRM and communicate internally?
Once you debrief the call, choose one strength to build on and one area for improvement to work on and focus on that for the next few days:
· Set a game plan of what you will build on and how you will do it to improve.
· Work on one skill or strategy at a time and when you master that go on to the next. The power of incremental growth is extraordinary. Do something differently.
The key is to commit to a path of continuous development. Sure, all salespeople (almost all) listen, question, and customize what they say, but the big question is at what level? Good, Very Good, or Superb? By debriefing calls and working on one thing at a time, all salespeople can move up on the skill scale.
Pick one area that you want to focus on. Give yourself a score (0 — not satisfied, 5 — moderately satisfied, 8 — very good, but want to improve more). Work on that area and aim for a 10!
Quick Critique: Did I listen at least 50% of the time? Did I achieve my objective? What is the next step and time frame?
After you self-assess, seek an outside view.
· Ask yourself: “Where can I go to learn more?” We all have blind spots and need an outside view. Go to your manager who can add value. Say, “This is what happened … This is how I handled it … What do you think?” Be open to feedback to what you can learn. Thank the giver — feedback is a gift.
About Richardson:
Richardson (www.richardson.com) is a leading sales training and consulting firm. We accelerate the productivity of salespeople by ensuring they have the skills, strategies, and processes to achieve their objectives and implement their organization’s strategy. Utilizing our proprietary customization process and comprehensive sales curriculum, coaching, diagnostics, and consulting, we help develop the critical skills sales organizations need to win.
SELF-COACHING Tips