authentic sales culture

Authentic Sales Culture

AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT

The Sales World

Consumer - Client

Competition

Information Management Data to Knowledge Conversion

Risk Management

Channel & Campaign Management


Sales Reps’ Biggest Mistakes

Are pushy, aggressive, or disrespect -ful

12%Don't explain so-

lutions adequately10%

Make exagger-ated or inaccurate

claims6%

Don't understand my business

4%

Act too familiar3%

Don't know or respect the com-

petiton2%Don't follow up

17%

Don't listen to my needs18%

Don't follow my company's buying

process26%

Other (such as, charging high prices)

2%

HARVARD BUSINESS REVIEW QUANTITATIVE RESEARCHSurveyed 138 customers responsible for purchases for large North American companies in many different industries.


Sales Needs a Change

• All sales people are “pushy”.

• All sales people only sell! They do not look back to customer after sale.

• All sales people are “money hungry”.

• All sales people are “dishonest”.

• All sales people are “ruthless”.

Need to be so ?


What is Authenticity? Authenticity is shortly “being true to oneself”. It has dynamic ingredients such as:

Transparency

Uniqueness

Trust in people

Hope

Resiliency

Emotional Intelligence

Responsibility

Service Orientation from Heart

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Authentic Figures - Lance Armstrong

In October 2, 1996, he was diagnosed with advanced testicular cancer, which had spread to his abdomen, lungs, and brain. Doctors thought it was highly unlikely that he had more than another year to live. Miraculously he recovered, and then, even more miraculously, came back to bike racing. Then in 1999, he won the Tour de France. It would be the first of three consecutive wins in this prestigious race.

“If I had to choose between winning the Tour de France or

having cancer, I would choose cancer. I was very

undisciplined person, undisciplined athlete. I had to develop

myself. And it was the cancer that gave me the motivation

to go to do that.”


Who are Authentic Sales People? Authentic sales people, who are self-aware, demonstrate a

passion for their purpose, practice their values consistently, and sell with their hearts as well as their heads.

They establish long-term, meaningful relationships and have the self-discipline to get results.

“They know, who they are.”


Authentic Sales Culture Program


Changes in Approach

In-house & 3rd Parties

Sales Training CRM Integrated Approach

1965-85 1990’s 2000’s 2010

• Internal sales training.

• Companies such as Burroughs and Xerox put their new recruits through as much as six months of training.

• Third party vendors enter scene.

• Realizing that onetraining course did not meet all the compe-tencies required by salespeople.

• CRM• Vendors were offering

the virtues of software that would automate much of the work salespeople had to perform, especially for reporting.

• Integrated Approach CRM Treat salesperson as

a human


Modules

Authentic Salesmanship for Sale Staff

Authentic Sales Management for Managers

Direct Marketing & Sales Force Automation

Recruiting & Evaluating Sales Team

Organizational Behavior Management(Managing Multi Task Sales Teams)


Concepts of Authentic Sales Culture

Self Awareness

Authenticity

Communicationfrom Heart

CustomerInsightDirect

Marketing

o Communication Skillso Who am I? Self Knowledge…o My Profile vs. Salesman Profileo Definition of Ideal Salesmano Who is Customer? Expectations...o Expectations of my firm?o Direct Sales & Marketing Toolso My Briefcaseo Role Playo Tests & Evaluation


COMMUNİCATİON

IDEAL SALESMAN

RELATİONSHİPMANAGEMENT

INTELLİGENCE

SELFKNOWLEDGE

Personality Test

MBTI Personal

SWOT Role Plays Judgement Ready to

Sale? My Briefcase

• Substitute products

• Other retailers• Product

knowledge• U.S.P of products

Communication Problems

Stereotyping and other communication errors

Prejudiced Opinion Biased

Judgement...etc.

What is ideal? Authenticity.....

Direct Marketing CRM Sales force

Automation Analysis Self performance

management

Topics of Authentic Sales Culture


Authentic Sales People....

III. Self Awareness

IV. Self Regulation Behaviors

Highly Developed Strength-Based Organization

II. Positive Organizational Context

• Confidence• Hope• Optimism• Resiliency

I. Positive Psychological Capital


Relationship Management


Difficult to enter new markets or launch new

services

Inability to access key

decision makers

Sales rep gets busy…pipeline

slows

Lack of a robust internal

lead generation

engine

Pursuit of unqualified

opportunities

Only “hot” leads are pursued

Revenue Rollercoaster=

Inability to capture

prospect’s attention

Salesmen Should Gain Insight in to CRM


Engaging with prospects.

Generating awareness and interest for your commercial services.

Qualifying opportunities.

Starting new relationships.

Scheduling sales appointments.

Prospecting

Appt Setting

QualifyingTargeting

Our Recommendation

AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT 17

The MethodologyWe have created a methodology and framework for developing lead

nurturing strategy & tactics.UNDERSTAND1. Business Background- objectives & business case- interaction with SMB segments

2. Definition & drivers of acquisition in sector

3. Competitive environment

REFINE

How do we evaluate the

success of our actions?

CREATE

- Contact strategy

-Data requirements

- Data modelling

- Metrics- Evolution- Partnership strategy- Exit Strategy

IMPLEMENT

Infrastructure

Business Rules

Data capture

Fulfilment

Reporting

How do we implement our newdata, systems, process and

people plans?

TouchpointManagement

Strategy

DESIGN

Customer valuepropositions

Economic models& metrics

How do wesegment the

customer base?

Consumer Value Proposition- Scheme

components, earn

& burn mechanic- Currency value algorithm / reward structure- Brand architecture- Targeting

Legal / financial / liability, governance and project management

How should we redefine the data,systems, process and people

capabilities to deliver?

How doesexisting datasupport the

lead generation plan?


Salesmen Should Gain Insight in to CRM

STEP 1

STEP 3 STEP 2

Title in here

LEADMANAGEMENT

Title in here

SALES FORCE

AUTOMATION

TITLE IN HERE

CAMPAIGNMANAGEMENT

1.Lead management - Data sources - Lead Generation and Lead segmentation

2.Campaign Management - What to offer? Champion vs Challenger - How to offer and monitor? - The system? CRM 3.0, Oracle, SAS, Chordiant?

3.Tracking Sales & Performance - Lead to customer conversion - Sales person performance - Customer acquisition cost - Upsell and Cross Sell

Steps Toward CRM


BU / Dealer / Reseller




End Customers End Customers End Customers End Customers

MarketingPrograms

MarketingPrograms

MarketingPrograms

Qualified leads

Marketing Investment: shared services

Lead conversion &

ROI

Mgt Portal &Intelligence

Siebel, Oracle, MS Dynamics or SAS

Sales or MarketingDepartment

MarketingPrograms

For Example...


The Progress


Authentic salesperson creates demand where it doesn't exist. He or she creates a message (the sales pitch) using various media (CRM systems, face calls, telephone calls, slide shows) that influence an audience (the prospect). A salesperson explores new territories (cold calls), introduces new ways of thinking (persuades prospects) and makes the world a better place (provides customer satisfaction).

We cannot understand our own lives unless we understand the reality that we live in, and we cannot understand the reality we live in unless

we understand its original cause.”

The Progress

Understanting

Reality

AuthenticSales Person

NOWADAYS OLD SCHOOL SALES İS A TYPE OF CHARACTERIZATION OF TRAGEDY AS THE DOWNFALL OF A GREAT TASK PEOPLE……..

http://en.wikipedia.org/wiki/Tragedy


DevelopingSales Personality

Do not allow your wounds to turn you into a person you are notPaulo Coelho

Dreams cannot be tamed. Dreamers cannot be ruled

The fear of suffering is worse than suffering itself

You may only live once. But if you do it right, once is enough

‘Enjoy your memories,’ ‘But don’t forget that memory is like salt: the right amount brings out the flavour in food, too much ruins it. If you live in the past all the time, you’ll find yourself with no present to remember

Wrong Beliefs & Culture

Heal Yourself

Authentic always wins...


Sales Personality Development

CORE SELF-EVALUATION

SELF MONITORIN

G

LOCUS OF

CONTROL

CORE SELF EVALUATION;

• Authenticity Inventory• Capability & Effectiveness Evaluation.

• Like-self

SELF MONITORINGAdjusting behavior to

external situational factors.

LOCUS OF CONTROL

Controlling the self & environment

PROACTIVE PERSONALIT

Y


How do we proceed?

PREPARATIONTRAINING

CHECKING RESULTS

2nd LEVEL TRAINING

360o EVALUATION

• Meeting to define company needs with management

• Identifying Corporate Culture XX day entry level training

to sales team

Evaluating the added value

Two day training to sales team One day coaching session to managers

Checking results from individual, peer evaluation, manager, customers

Suggested Progress of Authenticity Integrated Sales Training


Authentic Salesmanship Identification

• Authenticity Interview.• Sales Effectiveness

Questionnaire.• Organizational Culture Survey.• Effective Sales Role Plays.

Authenticity Development

• Defining Gaps.• Definitons.• Pathways for development.

Development Plan

• Training• Understanding key factors

of Authentic Sales Culture

Assessment

• Evaluation of training.

Personality Development


The BriefcasePre Sales StagesSales StagesProduct knowledge and IntelligenceEffects of service level and reputation on salesManagement of support services such as claim management.Differences between marketing, sales and micro marketing.Alternative Channel ManagementHow to make benchmarking and maintain continous improvement.Making observation and observing change- Change ManagementKPI Management

CustomerGetting to know target group. Their lifestyle and purchase habits.

Prejudice towards target group- Wrong beliefs.Changing customer values and also sales approach towards them.

Building experience.Why customers prefer us? Decisson making process.

Barriers to choose our brand.

POS experience

CRM & CEM

Understanding CRM & CEM.

Effects of both concepts on sales concept.

Lead generaton and management.

Transforming data into knowledge.

Analytical CRM and Operational CRM.

Mining the future.

Major Concepts

Sales force automation.

Campaign management.

Segmentation and clusters.

Direct Marketing and alternative media.

Cheating the SFA.

Net Promoter Score and other KPIs.

Analytical Development


Evaluation of the Program


Quite a Few Evaluation Methods….

• Level of relationships (top to bottom)

• Funnel speed or sales cycle time

• Breadth of relationships (horizontally across silos)

• Sales (fiscal or numeric) of targeted product/service lines

• Time to first order or revenue (new representatives)

• Sales (fiscal or numeric) in targeted markets

• Repeat customers (same mix)

• Breadth of transactions across products/services/markets

• Number of units shipped or in the pipeline

• Call-to-close ratios

• Mix of units shipped or in the pipeline

• Margin/profit generated

• Number of new opportunities added in the pipeline

• Sales mix (fiscal or numeric) of targeted product/service lines

• Sales mix (fiscal or numeric) in targeted markets

• Size of transactions

• Product-to-service mix

• Revenue generated

• Revenue mix across product/service lines

• Margin/profit mix across product/ service lines

• Customer satisfaction (surveys and comments)

• Repeat customers (new products)

• New customers

• Time to break even (new representatives)


But We Recommend;

• Sales person recruitment process.• Sales person career development.• Elimination of ineffective tasks & personnel.• Stress tests via champion vs challenger campaigns.• Benchmarking. • Monitoring competitors POS activities & salesperson.

“Continious improvement via continious tracking”

[ Via In house communication tools & materials]

Case StudiesOnline Tests

MysteryShopping

(Periodical)Role

PlayingCustomer

Exit Interviews

Stress Tests


Field of Work

STRATEGIC PLANNING

RELATIONSHIPMARKETİNG

TRAİNİNGS

“Authentic Development via Agile Managerial Skills”

CREATİVEWORKSHOP

ANALYTICALWORKSHOP

ORGANIZATIONALBEHAVIOURIMPROVEMENT


Field of Work

Content Title

Trainings

• Analytical CRM• Operational CRM and Direct Marketing Communications

Usage & Attitute, Concept Tests, Pricing , Pre & Post Campaign Effectiveness Measurement

• Sales & Marketing• Organizational

Behaviour

• Analytical approach towards 5P • Process Improvement• Channel Management & Competitive Intelligence

CRM

Research

Strategic Marketing

• Marketing Analytics• Leadership

authentic sales culture

Documents