Now that christmas is over and the snow’s melted many retailers are counting the costs of a poor trading season. Next, Waterstones and HMV have all announced fewer sales compared to the same time last year and store closures are expected. With families feeling the VAT rises and inflationary pressures sales are unlikely to improve quickly.

Many companies have been telling me that 2011 will be the year where sales will be vital to survival. The tactic to improve sales team results seems to be to increase targets and take the sales team on an away day to “align sales with core functions and client needs for the next twelve months”.

In my experience, away days where management sweeten a bitter pill of increased sales targets and restructured sales territories with “improved and innovative marketing initiatives” don’t increase motivation nor improve the way sales people approach potential customer’s needs and certainly don’t last more than a week, far less twelve months.

If one must have an away day then it needs to be linked with a measured programme of change that covers a long period and where changes in direction can be identified and implemented more easily.

My electricity and telephone/broadband contacts are up for renewal and in the run-up to the festive season I was receiving three or four phone calls a day from salespeople who expected to be able to “move my account” after a brief and cursory quote promising to save me money.

However, I’m a buyer who takes the attitude that if it’s going to cost less then what am I going to have to “give up”. The salesperson phoning me often seemed aghast when I asked for more details such as proof of their after-sales service claims, websites so that I could check their boasts and a confused silence on the other end of the line when asked to email me details of the contract so that I could study them at my leisure.

I’m much more used to dealing with sophisticated sales-teams selling Banking, Financial Services and large ticket products and I’ve been thinking how these salesteams are changing. The coming year is going to be hard and will result in agreement times between sales proposal and acceptance or rejection being extended by twenty percent or more. This could mean that some sales may take many more months to complete than before.

Already I’ve observed Sales Directors being instructed by their Boards to reduce “Toxic costs” even more vigorously than before. These “Toxic costs”  include travel (car costs), telephone charges, training budgets, sales offices and even admin back-up. I know of three well known companies who are gearing up their HR Departments to advise them on processes for removing future “non-fertile salespeople”. (A description that’s likley to casue confusion at some futue occasion, I think!)

It’s wrong to suggest that all people believe that the less a product costs the more attractive it is. People want to buy reliability, after care service, consistency and results as promised as part of their purchase.

If a company is really planning to grow sales it’s hard to understand why it needs to reduce product quality.   

Yesterday I was talking to a friend of mine who leads a sales team about his plans for the coming year. He outlined significant change for his team and quoted targets, market penetration and corporate expectations to cope with the difficuties that will befall all sales teams in 2011 with great ease and I will admit to being very impressed.

After a short time it seemed to me, however, that he was talking about the “Sales Team” as if it was one unit instead of a group of individuals with different attitudes, work expectations and personal goals. When I asked how the individuals in his team would react to the plans I was surprised by the answer. “Some won’t like it but there will be no choice”.

He was forgetting that a team isn’t like a machine with a series of machine cogs that when turned on rotate at the same pace and produce what’s required. Instead it’s ensuring that a group of spinning plates keep turning on their sticks and impress the audience at the dexterity of the man in charge. some of the plates will turn faster than others and possibly a couple will be in danger of falling off their sticks.

Over the past few weeks I’ve been talking to some sales managers over the type of questions to ask prospective salespeople. The questions on motivation were interesting because most candidates won’t be entirely truthful when asked “What motivates you?”

Motivation interview questions for Sales people

A number of people in my network manage sales teams or are salespeople and I’ve been asked to include some questions asked at sales job interviews.

So here’s the clip first with questions:

“What’s your attitude to a challenge?”
How do you handle rejection?”
and
Describe a difficult sale you’ve made”

and there will be more to follow

Sales and Marketing interview questions

“How To Use Power-words”
  Tips To Increase Effectiveness in a CV and in Sales. 

Just to say that I’ve had a great day and because I feel so great I’m giving away 100 copies of the new e-book “How to use Power- words”.

Packed with tips and advice on how to use over 120 power-words in your Resume / CV and your Sales appointments to make them sparkle and stand out from the competition.

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A lot of blame is being heaped onto Maria by the Sales Director and the CEO. Both suggest that it was her fault that one of the candidates found details of the assessment centre process in the photocopier. However as there were seven sets of the documentation distributed it’s uncertain that any one person can be identified as the culprit.

It looks as if Maria is seeking advice on what to do next and whether it is time to consider her future and she is thinking that a change is appropriate before she is forced to leave.

She has taken advice from the CIPD and her husband who also works in HR.

However, is there any advice you could give her?

Maria has organised an assessment centre for a new Sales Manager. The intention is to interview six candidates, two internal. The process includes a number of exercises including a role play exercise in handling under-performing sales people, handling meetings, preparing sales reports as well as an interview. The day will be observed by a number of managers chosen from the Sales Director’s departmental responsibilities.

The Sales Director has elected not to be involved as he wants to distance himself from the selection procedure as the two internal candidates are already under notice of redundancy from his department.

There is one problem. It seems that a member of staff has found an email in a photo-copyer from the Sales Director to Maria stating that he’s not prepared to have either of the two existing staff members gain the job and a copy of the assessment centre exercises.

A copy of the email has found its way to one of the candidates. 

Maria has been informed that a member of staff has complained that a disciplinary meeting conducted by Maria did not follow the ACAS code of conduct set out in April 2009 relatinmg to the calling of witnesses.

Maria has been told that the employee, who has now left the company, is making a claim for wrongful dismissal and the solicitor is wanting to move to tribunal. The CEO feels that compensation will have to be made to the employee and is placing the blame entirely at Maria’s feet for not being aware of disciplinary changes in procedure. Maria claims that the new procedure was only guidance.

As the employee was a direct report to the Sales Director it seems that she is unlikely to get any support from that direction.

Maria has held a departmental staff meeting and told her team that she is conscious that Christine (her assistant) is overworked and under pressure and is therefore removing some of her responsibilities. The result is that Christine will undertake fewer new staff interviews and more research. Maria will delegate staff interviews amongst the other team members as people are available. Christine sees this as a removal of a key part of her job and the scope of her work has been reduced.

This afternoon Maria has a meeting with the Sales Director and Project Manager to look at restructuring the remaining areas of the sales force. The meeting will identify those posts and branches in the north of England that The Sales Director wants to merge and reduce the headcount by three managers and five sales administration staff. Maria is being consulted to advise on retaining the people that the Sales Manager wants to retain whilst “letting go” those he sees as being less capable.