Focus Magazine - Fall 2016 - 32
FEATURESTORY
feel-good talk without any substance.
What made the call excellent? What
did the rep do that made the
interacting good? What made it a very
good day?
No wonder most reps think that
reports don't hold any value for them!
No wonder no one goes back to the
report as a refresher in between field
visits.
In contrast, really great managers
(coaches!) consistently give specific
feedback and direction like this:
* Using the Selling Excellence (SE)
model at ABC Center resulted in
very positive engagement and
interaction with this team. When
you addressed Dr. X's concern
about ... you seemed very
comfortable asking open-ended
questions, and you le with a solid
agreement on Product HGL.
Strong field coaching reports
stretch the impact of a manager's
thoughtful assessment and advice.
Continue to use the same approach
with all of your customers on every
call. In fact, in the next two weeks,
before you go into any office, take a
moment to remember today's
success.
at's truly effective reinforcement
and practical advice. It sure beats "nice
job"! at's the kind of field coaching
report comment section that merits
revisiting even if just for the last line
- "take a moment to remember
today's success." What a positive way
to encourage better performance!
Field coaching reports present
great opportunities to reinforce
curbside conversations. We know that
people are more likely to remember
what they hear when they also see it in
print. at's why it makes sense for
reports to focus on "how" someone
performed and "how" to continue
improving. Strong field coaching
reports stretch the impact of a
manager's thoughtful assessment and
advice.
Although coaching in writing is a
challenge for some managers, when
they "get it" they reap the benefits -
they make the "sale"!
* Fact: Top salespeople follow up
aer calls.
* Parallel: Top sales managers follow
up aer field visits.
Follow-up seals the deal. Managers
always encourage reps to follow up
with customers aer sales calls. ey
know how much "nice nudging"
contributes to gaining the business.
Likewise, following up aer field visits
is more likely to result in better
performance.
Scheduled one-to-ones are a very
effective standard procedure, but that's
not the only way to follow up.
Managers have a perfect follow-up
vehicle right under their noses -
smartphones! A Deloitte survey in
2015 found that people in the 25 to 34
age bracket look at their phones 50
times a day; those between 18 and 24
check 74 times a day!
If managers prove they have
something valuable to say when they
coach in short texts and emails, reps
will listen. Just an occasional text
message like this one can be a good
memory jogger:
* Having a good day? Be sure to ....
Reps who grew up with texting find
it easy to ask managers for advice
from their smartphones, and they're
eager to continue the coaching process
with frequent touchpoints. Managers
just need to open the door for that to
happen. One way is to use an openended question in an email, like this:
* What worked really well in one of
your calls this week?
To avoid an overload of emails to
read and respond to, however, that
kind of open-ended email doesn't have
to go to every team member every
week. Some reps don't need it.
Email follow up is not a one-way
street. It's the ideal conduit for sales
coaching conversations - two-way
conversations, not one-way
monologues or sermons.
32
FOCUS | FALL 2016 | www.L-TEN.org
http://www.L-TEN.org
Table of Contents for the Digital Edition of Focus Magazine - Fall 2016
Focus Magazine
From the President: Discovering the 'Why'
Table of Contents
Table of Contents
Guest Editor: Going Mobile for Learning
Directions: The Art of Customer Service
Front of the Room: Don't Fear the Cricket
Neuroscience: The Science of Collaboration
Sustaining & Measuring Leadership Development
Wrapping Up the 45th LTEN Annual Conference
Selling Performance in the Field Visit Process
Medical Simulation: Is It Worth the Investment?
Nonverbal Leadership
3 Technology Trends to Try
Sales Training: Increasing the Likelihood of Success
Virtual How: Compensation, Incentives and Levels
Ad Index
Focus Contacts
5 Questions with Michael Bungay Stanier
Focus Magazine - Fall 2016 - Intro
Focus Magazine - Fall 2016 - Focus Magazine
Focus Magazine - Fall 2016 - Cover2
Focus Magazine - Fall 2016 - 3
Focus Magazine - Fall 2016 - 4
Focus Magazine - Fall 2016 - From the President: Discovering the 'Why'
Focus Magazine - Fall 2016 - 6
Focus Magazine - Fall 2016 - Table of Contents
Focus Magazine - Fall 2016 - 8
Focus Magazine - Fall 2016 - Table of Contents
Focus Magazine - Fall 2016 - 10
Focus Magazine - Fall 2016 - Guest Editor: Going Mobile for Learning
Focus Magazine - Fall 2016 - 12
Focus Magazine - Fall 2016 - Directions: The Art of Customer Service
Focus Magazine - Fall 2016 - 14
Focus Magazine - Fall 2016 - Front of the Room: Don't Fear the Cricket
Focus Magazine - Fall 2016 - 16
Focus Magazine - Fall 2016 - Neuroscience: The Science of Collaboration
Focus Magazine - Fall 2016 - 18
Focus Magazine - Fall 2016 - Sustaining & Measuring Leadership Development
Focus Magazine - Fall 2016 - 20
Focus Magazine - Fall 2016 - 21
Focus Magazine - Fall 2016 - 22
Focus Magazine - Fall 2016 - 23
Focus Magazine - Fall 2016 - Wrapping Up the 45th LTEN Annual Conference
Focus Magazine - Fall 2016 - 25
Focus Magazine - Fall 2016 - 26
Focus Magazine - Fall 2016 - 27
Focus Magazine - Fall 2016 - 28
Focus Magazine - Fall 2016 - Selling Performance in the Field Visit Process
Focus Magazine - Fall 2016 - 30
Focus Magazine - Fall 2016 - 31
Focus Magazine - Fall 2016 - 32
Focus Magazine - Fall 2016 - 33
Focus Magazine - Fall 2016 - 34
Focus Magazine - Fall 2016 - 35
Focus Magazine - Fall 2016 - Medical Simulation: Is It Worth the Investment?
Focus Magazine - Fall 2016 - 37
Focus Magazine - Fall 2016 - 38
Focus Magazine - Fall 2016 - 39
Focus Magazine - Fall 2016 - Nonverbal Leadership
Focus Magazine - Fall 2016 - 41
Focus Magazine - Fall 2016 - 42
Focus Magazine - Fall 2016 - 43
Focus Magazine - Fall 2016 - 3 Technology Trends to Try
Focus Magazine - Fall 2016 - 45
Focus Magazine - Fall 2016 - Sales Training: Increasing the Likelihood of Success
Focus Magazine - Fall 2016 - 47
Focus Magazine - Fall 2016 - 48
Focus Magazine - Fall 2016 - Virtual How: Compensation, Incentives and Levels
Focus Magazine - Fall 2016 - 50
Focus Magazine - Fall 2016 - 51
Focus Magazine - Fall 2016 - Ad Index
Focus Magazine - Fall 2016 - Focus Contacts
Focus Magazine - Fall 2016 - 5 Questions with Michael Bungay Stanier
Focus Magazine - Fall 2016 - Cover3
Focus Magazine - Fall 2016 - Cover4
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