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Authentic Sales Culture. The Sales World. Consumer - Client. Competition. Information Management Data to Knowledge Conversion. Risk Management. Channel & Campaign Management. Sales Reps’ Biggest Mistakes. Sales Needs a Change. All sales people are “ pushy ”. - PowerPoint PPT Presentation
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Authentic Sales Culture
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
The Sales World
Consumer - Client
Competition
Information Management Data to Knowledge Conversion
Risk Management
Channel & Campaign Management
AUTHENTİC DEVELOPMENT AGİLE 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.
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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 ?
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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.”
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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.”
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
Authentic Sales Culture Program
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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)
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
Relationship Management
AUTHENTİC DEVELOPMENT AGİLE 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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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?
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
BU / Dealer / Reseller
BU / Dealer / Reseller
BU / Dealer / Reseller
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...
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
The Progress
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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……..
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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...
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
Evaluation of the Program
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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)
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
Field of Work
STRATEGIC PLANNING
RELATIONSHIPMARKETİNG
TRAİNİNGS
“Authentic Development via Agile Managerial Skills”
CREATİVEWORKSHOP
ANALYTICALWORKSHOP
ORGANIZATIONALBEHAVIOURIMPROVEMENT
AUTHENTİC DEVELOPMENT AGİLE MANAGEMENT
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