Sales Support Just Enough, Just in Time | MobilePaks
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Sales Support: Just Enough, Just in Time
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Transcript of Sales Support Just Enough, Just in Time | MobilePaks
Sales Support: Just Enough, Just in Time
Speaker
Chanin Ballance President and CEO, MobilePaks Prior: CEO of VIA, Inc. Published In: Marketing Profs, ATD, Selling Power, CMO by Adobe, CMO Essentials & more
• Trends in the Workplace and Learning Science
• Why Your Sellers Need On-Demand Support to be Effective
• 5 Take-Away Tips on Bite-Sized Content and the Technologies/Tools to Make it Easy
Agenda
Trends in the Workplace and the Science behind Learning
Multi-Generational
Generation Born
Traditionalists Born prior to 1946
Born Baby Boomers 1946 ‐ 1964
Gen X 1965 ‐ 1976
Millennials 1977 ‐ 1997
Gen 2020 Born after 1997
Source: Harvard Business Review
Multi-Generational
Source: New York Times, 2015
Generational trend
• Prefer experiential/hands-on learning
• They are connected (often 24/7) and expect immediacy and live in the moment
• Technology is just a part of life
• They can shift attention rapidly
90% move between devices to accomplish a goal.
Source: Google, 2012
You have 8 seconds to get their attention.
Source: 2013 study by the National Center for Biotechnology Information
Why Your Sellers Need On-Demand Support To be Effective
Repetition, reminders, spacing and practice = stronger memory
Event Training Has Limits Most can’t recall 90% of it 30 days later.
Days since training event
% In
form
atio
n r
ecal
led
Sales is Hard. There’s a lot to know.
Source: http://mobilepaks.com/video-sales-onboarding-with-mobilepaks/
71% SAY the top selling concern is the ability to articulate value in the customer conversation (source: SiriusDecisions)
Source: IDC
How much total time wasted?
5 Take-Away Tips Bite-Sized Content and Technologies/Tools to Make it Easy
Short chunks of
knowledge
• 3-5 minute bites • Keep paragraphs
short, ~ 150 words • Organize content
topically • Interactive: 45
seconds; avoid long passive viewing
Tip 1: Small and easy to digest
• Conversational, life-like tone
• 8th grade reading level
• Stories, analogies and examples
Tip 2: Personalize
Tip 3: In Context is Key
• Stop asking them to go to multiple portals.
• Provide it on-demand. • In context: before, during
and after sales calls
Tip 4: Part of Their Workflow
• Cross-device and platform (responsive) • If you have a strong CRM sales culture (or want to
be), then add to this workflow.
See MobilePaks Guided Selling module. Visit salesforce.com, MS Dynamics or Oracle app marketplaces to find more.
Tip 5: Centralize and Keep Current
• Maintain seller confidence that this is their
trusted source • Synch with other content repositories to save
time manually updating
Tip 6: Extra! Get feedback. Incorporate feedback and analytics. It’s a lot easier than it was five years ago.
Behavior tracking
Use, feedback, competency and top performers
Revenue metrics Pipeline velocity and quota achievement
Content ROI Know which assets make a difference
Key Take-Aways
On-demand support has become table stakes for empowering a workforce today.
On-demand support is key to improving sales effectiveness and productivity.
You can’t just give them a bunch of data sheets and whitepapers. Support them in a way they can easily access, digest and apply.
Questions? [email protected]
Upcoming webinars: • Guided Selling 101: April 22, 10 AM PT / 1 PM ET
• Get ‘Em Where They Live: Sales Playbooks in the CRM: May 7, 10 AM PT / 1 PMG ET
Sign up at www.mobilepaks.com/events-webinars Free resources: www.mobilepaks.com/resources Follow us: @mobilepaks and @chaninballance
