Coaching

For better performance

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Coaching process

1. Define performance criteria; Where do we want to be?

2. Evaluate performance; Where are we?

3. Plan development; How can we close the gap?

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1.Sales Performance

• Sales performance is a function of Ability and Effort:

• Ability (Skills): Comprises the knowledge and skills necessary to perform the job

• Effort (Will): Is made up of time spent working and the energy & concentration applied during that time.

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Sales person performance

Skills Knowledge

Ability(Competences)

Calls Activities

Effort

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No. of working days (field activity )No. of calls per day No. of calls to class A per day No. of calls to class B per dayCoverage rateFrequency of visits Specialty contribution

Effort

Ability

Selling Skills Call quality Communication skills Product knowledgeCompetitors Knowledge Customer relation

Sales person performance examples

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2.Evaluate Performance

Where are we?

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Evaluate rep’s performance

• Every rep can be put into one of four SalesPerformance categories according to thecombination of skills and will

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StarsTop performer

ChildPoor performer

Coastersunder performer

StriversSolid performer

Ability (Skill)HighLow

Hig

hL

ow

Eff

ort

(will

)

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Top performer

• Skilled rep• looking for more

opportunities to grow and develop.

Poor performer

• Beginner to a task• Low Self- confidence

Under performer

• Experienced person • Affected by some factors• Need of attention

Solid performer

• Enthusiastic beginner

Ability (Skill)HighLow

Hig

hL

ow

Eff

ort

(will

)

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3. Plan development

How can we close the gap?

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Does medical rep knowwhat he is supposed to do ?

Does medical rep haveKnowledge and skills to implement

the desired behavior?

Is there any barrier that prevent medicalrep From carrying out the desired

behavior?

Could medical rep carry out the desired behavior ?

Yes

Yes

No

NO

NO

Yes

Yes

Close performance gap

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Communication

Training

Organization

Motivation

Coaching styles

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Advise (Guide) Delegate(Sell)

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Motivate Direct (Tell)

Ability (Skill)HighLow

Hig

hL

ow

Eff

ort

(will

)

Direct (Tell)

• Build the will; Provide a clear briefing.

• Identify motives and develop a vision of success.

• Structure tasks for quick wins.

• Build the skill.

• Coach and train.

• Sustain the will by provide frequent feedback.

• Praise and endorse .

• Throughout, supervise closely with tight control and clear rules and deadlines.

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Advise (Guide)

• Invest time early on.

• Provide tools, training, guidance, coaching

• Give him Feedback frequently , explaining and answering questions.

• Create an environment free of risks and constraints to allow early mistakes and learning.

• Reduce control as progress is shown

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Delegate (Sell)

• Promote freedom to do the job

• Set objectives, not methods.

• Praise, don't ignore.

• Communicate trust and recognition.

• Encourage them to take responsibility and involve them in decision-making.

• Treat as a partner

• Expand their tasks.

• Don't over-manage.

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Motivate (Excite)

• Identify reasons for the low will (such as task, management, personal factors).

• Develop intrinsic motivation, incentives, value alignment.

• Work on their confidence by developing a vision of how good they could be at completing the task.

• If the task is not critical to them, demonstrated the positive benefits of improved performance to their 'core' activities.

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Field coaching

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415

Field coaching steps

• 10 steps of field coaching

Before the call

4 steps

During the call

1 step

After the call

5 steps

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Before the call 4 steps

1- Analyze customer information ✓ Last call

✓ Products covered

✓ Business obtained

✓ Information gained

✓ Present situation

2- Plan & prepare with rep✓ Customer needs

✓ Call objectives

✓ F&B

✓ Anticipate the objection

✓ Close & commitment

3- Call rehearsal

✓ Rehearse the planned call

4- Agree which part you will take

✓ You will take observation of the whole

✓ Handling some aspects

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During the call 1 step

• Watch and listen

• Look at medical rep not at customer

• Avoid unplanned intervention

• Observe deviation from plan/why? What effect?

• Is call objective achieved?

• What are strengths ?what are weaknesses?

• What are improvements since last call?

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After the call 5 steps

1- Analyze rep performance

✓ Praise in details things done well

✓ Let the rep identify any weakness

✓ If he doesn’t recognize them help him to see.

✓ Agree them with him

✓ Show him how to improve by demo

2- Assist in recording

3- Set a specific objective for the customer for the next call

4- Make sure this objective is recorded

5- Agree and arrange a specific time when improvement can be checked?

create a Personal Development Plan (PDP)

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