Next Level Sales Coaching: How to Build a Sales Team That Stays, Sells, and Succeeds 9781119685487, 9781119685494, 9781119685425, 1119685486

Table of contents :
Cover
Title Page
Copyright
Contents
Introduction
Chapter 1: The Case for Sales Coaching
Dynamic Sales Coaching is Better than Rndom Sales Coaching
The Benefits of Reading (and Using!) This Book
Delivering Consistent Sales Performance as a Sales Manager
Shortening the Time to Proficiency for New Hires
Developing the Untapped Potential of Your Sales Team
Developing Your Sales Team Through the Phases of Building a Business and Career
Increasing Retention
Leading a Diverse Workforce
Getting Competitive Results on “Great Place to Work” Surveys to Help Attract and Retain Talent
Delivering Competitive Customer Satisfaction and “Net Promoter” Scores as a Customer Service Manager
What's in This Book
What's NOT in This Book
Your Own Motivation, Drive, and Desire
A Sales Process and Methodology
Are You Ready?
The Road Ahead
Chapter 2: Why Coaching Fails or Fails to Happen
Personal Background
The Achiever
The Culture‐Shocked
The Change Agent
The Sales Rookie
Company Culture
Quantity: Why Managers Don't Coach Enough
Quality: Why Sales Managers Coach Ineffectively
Chapter 3: Sales Coaching Model and Self‐Assessment
Sales Coaching Model
Sales Manager Attitudes
Sales Manager Self‐Assessment: Attitudes and Activities
Impact of Coaching
Chapter 4: Review and Plan Meetings
Planning Varies by Type of Sales Organization
Benefits of Review and Plan Conversations
Review and Plan Conversation
Successes – Example Questions
Career Goals – Example Questions
Sales Goals – Example Questions
Personal Development Goals – Example Questions
Coaching and Support – Example Questions
Confirm Understanding
Give Encouragement – Examples
Review and Plan Meeting Tips
Chapter 5: Goal‐Setting Meetings
Why Salespeople Miss Expectations
Guidelines for Conducting Goal‐Setting Meetings
Goal‐Setting Meeting Overview
Goal‐Setting Meeting Process
Step 1: Agenda
Step 2: Discovery
Step 3: Action Plan
Step 4: Summarize, Gain Commitment, and Set Next Meeting
Step 5: Give Encouragement
Addressing Attitude Issues on Your Team: The Classic Types
Sales Self‐Conscious Sam
Bad‐Behavior Bob
Victim Vicky
Overconfident Owen
Underconfident Ursula
Negative Nikki
Goal‐Setting Meeting Best Practices
Chapter 6: Skill Development Training
Talent is Overrated
Skill Development Training Challenges
Benefits of Skill Development Training
Opportunities for Skill Development Training
Skill Development Training Steps
Step 1: Explain
Step 2: Demonstrate
Step 3: Practice
Step 4: Observe
Step 5: Feedback
Step 6: Salesperson Demonstration
Types of Feedback in Skill Development Training
Skill Development Training Tips
Chapter 7: Check‐Ins
How Check‐Ins Impact Your Sales Team in a Positive Way
Purpose
Development
Coaching
Conversations
Strengths
How to Check In
Examples of Informal Check‐Ins
Examples of Email and Text Check‐Ins
Positive Feedback Example – Outbound Sales
Reflective Feedback Example – Outbound Sales
Directive Feedback Example – Outbound Sales
Reflective Feedback Example – Inbound Call Center Sales
Positive Feedback Example – Inbound Call Center
Directive Feedback Example – Inbound Service Center
Chapter 8: Performance Feedback
The Practice Coach, the Game Coach, Then the Practice Coach
Define Roles and Responsibilities
The Leader
The Observer
The Co‐Seller
Performance Feedback Process
Outside Sales
Contact Centers
Performance Feedback Form
Delivering Performance Feedback Conversation Flow
Step 1: Overview What You Will Be Discussing
Step 2: Discovery – Sales Manager Asks Salesperson Questions
Step 3: Sales Manager Reviews Their Observations and Gains Agreement
Step 4: Address the Opportunities for Improvement
Step 5: Set Action Steps
Insights on Performance Feedback
Chapter 9: Sales Meetings
Top Ten Reasons Why Salespeople Hate Sales Meetings
Sales Meeting Agenda
The End Game
Preparation
Welcome/Overview Agenda
Opening Inspiration
Success Stories
Sales Manager Leads with a Success Story
How to Conduct the Success Stories Segment of Your Sales Meetings
Tips for Conducting the Success Stories Segment of Your Sales Meetings
Skills Development Training
Why Sales Managers Fail at Skill Development Training
Forget About Role‐Playing
How to Transition to Skill Development Training
Skill Development Training Tips
Goal Reporting and Goal Setting
Keep the Reporting Short and Sweet
Goal‐Reporting and Goal‐Setting Tips
Summary and Action Steps
Next‐Meeting Logistics
Closing Inspiration
Other Activities
Chapter 10: Sales Huddles
Benefits of Sales Huddles
Recognition
Accountability
Success Stories
Skill Development Training
Relevant Updates
Building Bench Strength
Inspiration
How to Recognize Effective Sales Huddles
They Happen at a Consistent Time and Place
They are Brief (10–15 Minutes) and Focused
They Start on Time and End on Time
They Have 100% Mandatory Participation
They Don't Get Derailed
They May Be Called Spontaneously
They Assume Everyone Wants to Improve
Sales Huddle Example Scripting
Opening Inspiration – Salesperson on the Team Opens the Meeting with the Inspiration
Success Story – Salesperson on the Team Shares Their Success Story
Reporting – Sales Manager Leads Reporting
Skill Development Training – Sales Manager Conducts Skill Development Training
Focus of the Day/Goals – Sales Manager Leads Focus of the Day
Closing Inspiration – Salesperson Leads the Closing Inspiration
Chapter 11: Sales and Service Coaching in the Contact Center
A Tale of Two Coaches
Make Time
Set Expectations
Use Non‐Scored Feedback
Quality Assurance vs. Sales Coaching
Coach Proactively
Focus on One Behavior at a Time
Use “MAPs” – Micro Action Plans
Best Practices for MAPs
Don't Overwhelm
Use Questions to Coach
Telling Style Example
Asking Style Example (Call Coaching)
Recognize People
Fly‐By Compliments
Complimentary Tips
Calibrate
Agent‐Level Call Calibrations
Chapter 12: Sales Enablement Best Practices
Micro Learning
Video
Video Rehearsal
Assessments and Certifications
Sales Manager and Marketing Channels
Micro Learning Delivery
Web Conferencing and Video Chat
Competency Assessment Tools
Field Coaching Tools
Machine Learning/Artificial Intelligence
Analytics
Appendix A Appendix: Sales Coaching Cadences
References/Further Reading
Acknowledgments
About the Authors
Index
EULA