Rick Page - Make Winning a Habit [с таблицами]

• Название: Make Winning a Habit [с таблицами]
• Автор: Rick Page
• Жанр: Маркетинг, PR, реклама

A master of the complex sale and a bestselling author, Rick Page is also one of the most experienced sales consultants and trainers in the world. Make Winning A Habit defines the gap between what companies know to do and how they consistently perform.

Page clearly identifies five “Ts” of transformation: Talent, Technique, Teamwork, Technology and Trust. These five elements, when fully developed and integrated into the sales and marketing organization, begin to create the habit of winning over customers in every industry. Stories of successes-and failures-from members of prominent companies help you apply the five “Ts” to your company's culture, and point the way to more effective plans for motivating employees, building and coaching winning teams, and improving hiring processes.

Then, with the use of Page's assessment scorecard, you can compare your company with some of the strategies and practices of the best sales forces in the world. Designed to gauge your organization's effectiveness and further develop breakthrough sales growth, this scorecard highlights your strengths and weaknesses, helping you bridge the gap between where you are and where you need to be.

You'll also learn about:

The “Deadly Dozen” (pains sales managers feel today) and how they can kill business

A ten-point process for identifying and hiring nothing less than “A” players

The 8 “ates” of managing strategic accounts and how they will maximize revenue and elevate relationships

How to identify and correct the six most common areas of poor individual sales performance

With Make Winning A Habit, you'll discover the obstacles between you and the consistent sales performance you can achieve-and find the tools to not only make success a habit, but one that will keep growing with your business.

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9. Why do we need strategy sessions? We talk to the reps all the time.

10. We’ve tried this before. This too shall pass.

On to the Fourth Generation: Perpetual Advantage

New Metrics — New Accountability

So what does the future hold? One of the best practices to making processes stick is creating new sales metrics — other than just revenue. Focusing on revenue only as a measurement is like driving in the rear-view mirror.

What is needed are metrics that measure accounts, deals, and salespeople along the way and spot out-of-control performance while there is still time to make changes. Metrics have not been an area of focus, outside of training departments, for the last few years. Salespeople respond well to being measured against goals. And metrics drive visibility and accountability, which ultimately drives discipline.

A great book for illustrating the potential effects of new metrics to achieve greater productivity is Moneyball, by Michael Lewis.

He writes about how Billy Beane and the Oakland A’s baseball organization brought new thinking into how to evaluate which factors predict success for a player. This enabled the team to get high performers for less money and build a perennial winning team without the superhigh payrolls that don’t always ensure success.

The “gut-feel” metaphors and stereotypes used by the major league scouts were replaced by new criteria. Beane and his Harvard economists had analyzed what really predicted success in baseball performance — walks taken, onbase percentage, and slugging percentage. They challenged established statistics such as errors — how can you have a statistic based on something you were supposed to do? They saw that the best way to avoid an “error” is to not try, or to be in the wrong place, or to have poor range.

The effect on the scouts and the rest of the league is a classic story of resistance to change management and the difficulties of challenging the intuitive, gut-feel, but untested factors that baseball scouts have used for years.

The power of new metrics changed baseball thinking and performance forever.

As we discussed in the section on technology, a critical best practice is to tie the methodology and customized best practice sales cycle back into the forecast.

New metrics are needed during the coaching phase. There are questions that coaches need to ask salespeople that will challenge assumptions, find blind spots, identify competitive counterstrategies, and drive toward a more successful sales plan.

We have recently implemented with some of our clients a coaching feedback system called Sales Prophet — an analysis of the analysis — that gives a manager’s confidence rating of the major questions in the sales plan as a result of the strategy session. The sales executive can then see how and why the forecast has been adjusted by front-line management. This results in fewer surprises and greater confidence in the forecast, as well as a greater win ratio.

As a result, there is also a watershed shift in accountability. Rather than seeing who has filled out forms, the question becomes which managers have strategized and coached their deals? And if not, why not?

Metrics drive visibility and accountability, which ultimately drive discipline.

Coaching and Forecast Follow-up Metrics

The Internet has created the possibility of getting greater feedback on the pipeline at a minimum of expense and time from the field reps.

While a good coaching session is the foundation of forecast accuracy, a manager needs to separate coaching and forecasting techniques. Coaching must be value-added. It needs to provide new ideas to help qualify, advance the strategy, gain access, challenge assumptions, or brainstorm new ideas. Coaching should expose blind spots for the rep’s benefit — not expose his or her shortcomings. These sessions could take an hour or some could take a day depending on the size, importance, and complexity of the deal.

Forecasting reviews should be quick and very focused. They should be driven from the key question areas just discussed: Why will you win? When will it close? What is the source of urgency? What has to happen between now and when it closes? Forecast reviews should take no more than 30 minutes per opportunity. If nothing has changed, five minutes.

A manager should be able to take truthful answers and create a consolidated forecast to pass along. Based on the estimated close date of the opportunity, we have helped a number of our clients track the effectiveness of the coaching session and the progress of the deal. First, we can find out if the deal closed at all, if it closed faster than expected, if it closed for more or less than the expected amount, or if we qualified out.

We can ask if the new sales process or technology was helpful or not and, if so, how. We also can determine whether a strategy review was conducted by the sales manager and if it was helpful or not. (This involves more accountability and visibility for the front-line sales managers.) This is also an opportunity for the reps to say where they need help and more follow-up training.

Deal-Tracking Survey

One of the new metrics introduced at Apple to help determine the effectiveness of its training initiative was an Internet survey of over 400 deals that had been coached in strategy review sessions. The beauty of the survey was its efficiency. The survey consisted of a half-dozen questions that branched further only under certain conditions. It didn’t take much time to complete.

Rather than just ask why they won or why they lost, it prompted the sales reps about how well they understood the elements of their sales process in the deal. For example, how well did they understand the decision-making process? Did they understand the client’s strategic issues? Did they detect a pain that was a source of urgency?

It also asked if the reps had conducted a strategy session with their managers, and if so, was it helpful?

With this metric, managers were able to see that their win ratio when they used the process was significantly higher than when they didn’t. They also identified specific areas where salespeople needed more training, which could be done by e-learning modules or reviews.

A very useful outcome was that managers learned that their people weren’t qualifying out of enough bad deals. They rewrote their qualification criteria to focus on their more winnable deals.

The last outcome was to identify which managers were conducting strategy sessions and which were not. Interesting phone calls followed. Greater visibility had pushed accountability to the front-line sales managers, where it belonged.

Performance Reviews — More Than Just Deal Competence

One of the biggest mistakes companies make is reserving employee performance feedback for the typical annual review.

Eric Gist and Patrick Mosher, Accenture, The Sales Performance Challenge

I am still amazed at how many companies don’t consistently use performance reviews at all and how many sales organizations use the standard one provided by HR as a way to review salespeople. Based on the effectiveness of most canned reviews, one can understand why.

The best practice is to write performance reviews for salespeople that include the skills, knowledge, and behaviors required to execute your best practices sales cycle. Otherwise, reviews usually are a waste of time.

But there is more to overall performance than deal competency and personality. In addition to competence and chemistry, many salespeople fail because of a lack of commitment, lack of character, lack of communication skills, or lack of cognitive ability to think quickly on their feet.

Deal competency alone may be less than half of overall sales competency, and this can only be measured by observation by sales managers and documented in a performance review designed specifically to measure performance in the field. Figure 9–2 presents a useful diagnostic tool for identifying performance problems in both deal management and the other important elements of overall performance.

Written tests and training session “smile sheets” only measure awareness and acceptance. Assessments on behavioral “smile sheets” only measure awareness and acceptance. Assessments on behavioral traits and other things just measure potential. Win-loss reports and numbers just measure deal competency. Only a manager can tell whether the salesperson is competent, as well as committed.

Salespeople become unmotivated because their goals are out of reach, they have lost belief in the company, they have lost belief in the products, or maybe they have personal distractions or have lost confidence all together.

We find that a large number of salespeople fail because of a lack of character. They are not trustworthy. They think selling is a manipulative game. They are not honest with their clients, they are not honest with their managers, and they are not honest with themselves.

Some of them have other businesses on the side. Some of them are not honest with their managers about where they stand in their deals. Some of them set expectations too high, hoping they’ll be gone by the time the price has to be paid.

In order to build trust with a client, a person first has to be trustworthy. It’s not a matter of what they do; it’s a matter of who they are. This goes back to the hiring profile and can only be identified after the hire by performance. Obviously, a 360-degree assessment is even better because teammates and customers sometimes will spot this before the sales manager will.

Numbers alone are not always adequate. A sales rep can make his or her number and still lose a lot of business based on the territory’s potential. I’ve seen hot markets where a chimpanzee in a three-piece suit could make quota.

Conversely, I’ve observed one of the best salespeople I know do everything right and still struggle for a year. A good performance review spotted the problem (we had changed his territory twice — he had been setting up deals that other salespeople closed). Performance observation saved a future star who went on to become an extremely successful performer and manager.

What about Motivation?

To me, there are two sources of motivation— inside-out and outside-in. One lasts; the other doesn’t. I think real motivation comes from inside:

• A quality solution or product that they feel really helps a customer — one that the customer will thank them later for selling to them.

• A solution that can win. It doesn’t have to be superior; it just has to have relative strengths that they can focus on the right prospect without stretching the truth. It must be one in which they can have contagious conviction. Salespeople have to have a playable hand. They can only make up so much gap.

• Good compensation — competitive, no-caps, fair, high-upside. In most companies with successful sales forces, a salesperson is often the most highly paid person in direct compensation. And management thinks that this is wonderful because the stock would be sky high if the company had 20 more of them. And never, never cut it in the middle of a year unless somehow you think 100 percent sales force turnover is a strategy. (It’s happened.)

• Trips. It’s not just the trip; they can afford the trip. It’s the peer and management recognition. And it’s being able to go to your spouse and tell them you won them a trip to a very nice place. Visions of warm climates seem to drive salespeople though the snows of December.

• Personal standards and drivers. Ambition, ego, self-image, fear of poverty, achievement mentality — I’ve seen them all work.

• Working for good management that they can trust and the opportunity for personal growth.

• Achievable goals. Make ’em stretch — but an unattainable goal will demotivate a sales force faster than anything.

• A support organization that will help the sales force create a great buying experience for the customer and make them feel good about what they sold.

If you don’t have these things, a motivational speech, cheerleading, or a merchandise contest won’t help. If you do have these things, you don’t need the others. Focus your speakers on achieving the preceding.

Primary Intelligence has an excellent “Sales Confidence Index” survey that actually measures confidence of sales forces in the preceding factors. If your salespeople don’t believe in your company and your solutions, then they can’t sell them with conviction, and you may not know until too late without third-party feedback.

Win-Loss Reviews — The Silver Bullets of Truth

Another great metric is a win-loss analysis by a third-party organization. The words of the client as to why you won or lost are the silver bullets of truth.

Companies such as Primary Intelligence create win-loss reports that are invaluable and must be conducted by an outside third party. These reports collect information and feedback as to why you lost so that you don’t make the same mistake over and over again. This information is pure gold (and you are going to pay for it in one way or another) and needs to be refreshed on an almost-daily basis.

It will help salespeople learn from win-loss reports if they first accept that all losses are the result of being outsold. Some will say that they were just in the wrong deal. If this is the case, and they stayed until the end, they were outsold.

In the case of the “lesser product” excuse, if they sometimes win with the lesser product due to superior selling, then they must have been outsold. If price is the excuse for the loss, why didn’t they find that out earlier?

It has been said that there are three things that can happen in a deal: You can win, walk, or get outsold. In reality, there are four. You can also lose to no decision after wasting resources.

You can create your own win-loss reports, but the answers are almost always predictable. “We won because of superior salesmanship” or “We lost because of price and product.” You might as well have them preprinted.

The only caution or filter required to make the best use of this information is to remember that customers are making an emotional and political decision in the end. However, when they give answers about their decisions, they will say that the decisions were logical and rational.

The key is knowing how to dig down into the political and emotional dynamics of the deal. An effective third-party company calling on the customer will uncover incredible things about preparation, personality, politics, competitive strategies, failure to link into issues, and misreading of accounts. They are a treasure trove of corrective information.