Creating a Sales Culture: Coaching CSRs to Sell

Kim Busse

The Omnia Group Inc.

• Established: 1985

• Validated behavior-based, selection and management tools, reports

• Nearly 2 million behavioral profiles processed

• 20,000 clients worldwide

Now they want me to

SELL?!?

• Money Motivated

• Goal Driven

• Resilient

• Fast-paced

• Big Picture

• Team oriented

• Cautious

• Product knowledge

• Accuracy & Details

Before you can coach, you have to know the players…

• Assertiveness

• Communication style

• Pace & Adaptability

• Need for structure

Define Expectations

Assertive Salesperson…• Proactive

• Assertive

• Risk-takers

Challenges:

• Aggressive

• Overbearing

• Extremely “me” centric

Strengths:

CSR Strengths:

• Collaborative

• Offers options

• Needs based

Challenges:

• Cautious

• Team oriented

• May be perceived as “order taker”

Communication Style Relational:

• People-oriented

• Networks easily

• Builds excitement

VS.Analytical:

• Factual

• Concise

• Active listener

Strengths:

• Fast paced

• Multiple clients in

different stages

• Short term goals

Challenges:

• Overextension

• Boredom

• Loses interest quickly

Strengths:

• Methodical

• Processes

• Long sales cycles

Challenges:

• Multiple prospects at once

• Constant change

Strengths:

Challenges:

• Resilient

• Thinks outside the box

• Big picture visionary

• Details

• Following guidelines

• Micro-management

Strengths:

• Structured

• Details

• Follows guidelines

Challenges:

• Sensitive to criticism & rejection

• May want perfection

• Thinking outside the box

Coaching starts with a PLAN

• Sales

• Account rounding

• Upselling

• Cross-selling

Don’t use word like:

Give Them…• Time

• Knowledge

• Guidance

• Assurance

• Reassurance

Partner with our clients

Needs based

We’re the expert

Explain how assisting the client helps the team reach a common goal

Uncovering needs

Assisting them

Listen, and make a suggestion

Listening is KEY!!!

• Observe client interaction

• Did well/Next time

• Give specific feedback

• Only offer 1-2 suggestions for improvement

When coaching…

What’s in YOUR toolbox?

Per Year

$20,000$40,000

$65,600

Inbound call: Potential client

4 calls per

month

12 months

$200 $9,600

1 call per day

50 weeks

$100 $25,000

Inbound call: Current client

Family and Friends

3 per week

50 weeks

$200 70% $21,000

Phenomenal Customer Service

2 % $500,000 $10,000

And the Total Is…

$9,600 Potential

$25,000 Current

$21,000 Referrals

$10,000 Great

Service

$65,600

Per Year

Questions & Answers

For more information:

Kim Busse

Key Relationship Manager800.525.7117 x1222KBusse@OmniaGroup.comwww.OmniaGroup.com

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