| One position that has not been impacted by
the economy is sales. Ask any CEO and you will hear that one of their biggest issues is
finding and retaining good salespeople.
Something happened on the way to a sour economy: Too
many companies learned the hard way that their salespeople didn't know how to sell.
Instead, their salespeople were good at taking orders and
providing customer service. There is nothing wrong with this approach, as long as the
marketplace is always going to serve up new customers and keep current customers in
business. Does that kind of marketplace always exist? Unfortunately, no.
As a sales consultant who works with a wide number of
companies, I am not surprised with the current state of sales. In the past 20 years, books
and soothsayers have inundated us with advice saying that the best way to grow your
company is through great customer service. (Think of companies like Disney, Marriott and
Honda, just to name a few). These are certainly great companies, and I'm personally an
avid customer of each one. However, if great customer service is all that is needed to
win, then why is each of these companies struggling in today's economy?
I don't offer up this example to generate an in-depth
discussion on economics and market share. Rather, I put it out there to say that customer
service alone is not going to help a company achieve its growth targets. It is essential
for salespeople to be focused on selling as their first priority and providing customer
service as their second priority.
Selling is about digging in and working with customers to
help them see needs they didn't realize they had. It's about helping customers see how the
solution for which they are looking can be found in what you are offering. Selling is not
about sitting back and taking orders based on what the customer wants. If that's selling,
then there really is no need for a salesperson.
The entire process could be done on the internet or over
the phone. I know that observation just hit a sore spot to many of you reading this.
Possibly, you've watched your industry be decimated by the power of the web. Nowadays,
many customers can get what they want, when they want it and how they want it, all through
their computer.
If your job was lost because of the internet, then let me
share something that you may not like to hear, but is simply true: you weren't selling;
you were merely taking orders. I am not putting myself on a pedestal, because one of my
first sales jobs I thought I was a salesperson (at least, that's what my business card
said). In reality, I was doing nothing more than going around to grocery stores and taking
orders from store managers. I wasn't selling. I was conveying information and providing
customer service.
Today's economy is crying out for salespeople. Are you
someone who is willing to be assertive in making phone calls, meeting with customers, and
spending time doing what I refer as the "deep-dive" with high-potential
prospects to secure the really big business. If a salesperson is not willing to go face-to
-face with a customer, then they have absolutely no right to be in sales. The only thing
they are doing is hurting themselves and their employer. The fastest test I know to
measure a person's aptitude towards selling is to ask them to explain in detail how they
develop leads and handle cold calls.
When a company looks to outsource the lead generation
process, or spend so heavily in advertising to try to create enough leads for everyone,
then they are setting themselves up to fail. Over time they will wind up with a sales team
focused on capturing the easy sales. They do this by making everything a customer service
moment. This is akin to a pro-athlete thinking because they are a professional, they no
longer need to stick to a physical workout program. When a pro-athlete stops their
conditioning program, they may not experience a falloff in performance immediately. Over
time, however, the decline will be evident. The same is true for salespeople who are not
routinely in the game of prospecting and developing new customers. They will lose their
edge. The decline will be so slow that they won't realize it is happening, let alone why
it is happening.
Each client with whom I have the privilege to work hears
this message: The responsibility of finding and retaining new customers is the
responsibility of every employee. Salespeople by the very nature of their position must
take the lead and be assigned weekly, monthly and quarterly goals of prospecting calls
they must make. Management owes them the tools that encompass an effective sales process.
This process must include employees outside of sales whose primary responsibility it is to
provide customer service. After all, salespeople should focus first on selling. They need
the time to achieve this realistic expectation. |
