Creating a Sales Culture through Sales Management

Presented By:

Tera Gordon, Sales Director

Why Sales Management?

Nothing happens until a sale is madeSales professionals commonly report to

a Sales ManagerSales Management drives RESULTSExecutive Director’s are the people our

customers want to knowSales starts at the top

Change is Pain!

The Sales Managers in our industry are Executive Directors who historically have not been trained to manage sales

Most Executive Director’s admit to not being comfortable selling or managing sales

Most avoid it because it seems complicated and it is the toughest job

Holding people accountable for sales is frightening

The Good News is that Effective Sales Managers…

Create a Sales Culture within their community just by managing sales

Discover that by using a simple and systematic approach, sales management is easy

Master the art of managing sales activity and leverage the regional sales expertise to support conversion improvement

Generate superior revenue as a result

Effective Sales Management

The 3 Step Process

1. Set Clear Expectations

2. Hold People Accountable

3. Give Consistent Candid Feedback

Step 1: Set Clear Expectations

1. Start with Effective Sales Talent

2. Use Simple and Effective Sales Tools

1. Effective Sales Talent

Identify that the best talent is in place by:

Identifying the sales professionals selling behavior (PI Tool)

Identifying their ability to apply sales skill and knowledge to obtain results (résumés, references, questionnaire and sales action plan, interviews)

Identify their effectiveness with conflict, time management and creating influence within a team

Effective Sales Behavior Patterns

2. Use Simple and Effective Sales Tools

Weekly Sales Activity Trends ReportAre the basic standards met?

Room Rate Variance ReportAre the market rates and community fees being collected in full?

Schedule Past Due and Future ReportAre the scheduled activities being completed?

Daily Activity Plan ReportAre the sales activities for the day clear and ready to happen?

Step 2: Hold People Accountable

1. Use Simple and Effective Sales Systems that Create Accountability

2. Manage Conflict Effectively

3. Coach Effective Time Management Techniques

1. Hold People Accountable by Using Simple and Effective Sales Systems

Daily Stand Up-CommunityEffective 15 minute sales focused meeting allabout execution

Weekly Sales Meeting-CommunityEffective weekly 1-2 hour sales focusedmeeting all about strategy

Sales Conference Call-CompanyEffective reporting process that holds ExecutiveDirector’s accountable for sales

1. Continued…

Mystery ShopsEffective objective feedback about how thesales process is executed and applied

Monthly Department Head MeetingAssures systems and tools are in place and effective,coached to sales conversions/quality

Monthly Regional Sales Director Coaching and AuditingCreate team involvement and accountability, auditsprogress, and creates strategy and next steps.

2. Manage Conflict Effectively

Types of Conflict Technical

Terms/conditions, prices, dates, numbers Relationship Issues

Balance of emotion and reason ( feelings and logic, subjective and objective)

Ease of communication (comfortable and difficult) Degree of trust and reliability (trust/confidence and not) Attitude (acceptance or rejection) Persuasiveness or coercion Perceived understanding (accurate and inaccurate)

Manage Conflict Effectively Continued…

How to effectively RESOLVE conflict Separate people from the problem Focus on interest not position Use Factual and Objective information Keep it in Perspective Invent Options for win-win solutions and

present a plan of action Express appreciation for efforts

Manage Conflict Effectively Continued…

What if the team member(s) won’t play?Look behind their position Invite criticism and adviceRecast an attack on you as an attack on

the problemModel the behavior you want

3. Coach Effective Time Management Techniques

1. Signs of a Time Management problem

2. Identify the Biggest Time Wasters

3. Time Management Techniques

1. Does your Sales Professional have a Time Management Problem?

IrritableFatiguedDifficulty ConcentratingForgetfulLoss of SleepPhysical DisordersWithdrawal/Depressions

2. The Biggest Time Wasters

InterruptionsHopelessness/RejectionPoor DelegationBlameMaking a simple job difficult

3. Time Management Techniques

Help your sales professional learn: The difference between important and urgent

(prioritizing) How to plan their time How to delegate and when How to ask for help How to organize To create a Stop Doing list To Set Goals and Get Goals

Step 3: Consistent Candid Feedback

1. Routine and Effective Feedback Tools/Process

2. Constructive Feedback Guidelines

Routine & Effective Feedback Tools & Processes

Annual Performance Review Strategic annual review that evaluates core competencies,

results and values based behaviors. Annual Individual Development Plans

Strategic annual plan to develop a specific goals related to the APR review that when executed, improves results.

Monthly SMART GoalsExecution focused plan updated monthly and focused on short term activity/conversion goals

Monthly 1:1 Review & FeedbackFace to face, private and uninterrupted review of SMART Goal, IDP, Audit and Coaching progress and feedback.

Constructive Feedback Guidelines

Constructive Feedback is effective when: It describes and seeks understanding and solution It is specific and factual, not general and subjective It takes into account the needs of the giver and

receiver It is directed toward a behavior that a person can

change It is timely It is checked to be sure that it is received as it was

intended It is followed up in writing

Last but not Least!

Be your Sales Professional’s Advocate and REMOVE all obstacles that impact their success, and then hold them accountable. Dirty lobby Lousy front desk customer service Lack of team work Involvement in operations issues The basics to do the job well