Managing a sales force can seem at times like trying to herd cats or force water to go uphill. Having had the privilege of leading numerous sales teams across multiple industries, I can share more than a few stories (good and bad).
After more than 25 years of sales management experience, let me share 4 steps I believe are essential.
The mystery shopping identifies potentially significant failings in the PPI sales
processes of some firms. Several of the firms shopped did not comply with the
specific regulatory requirements in ICOB or treating their customers fairly when
undertaking these transactions.
The mystery shopping results highlight standards of behaviour that fall below our
expectations and raise questions about firms’ systems and controls. They may also
indicate failures in the quality of staff training and competence.
The balanced scorecard approach to performance measurement was originally
developed in the private sector4. If measurement focuses on sales and profits
managers can appear successful in the short term while ignoring long term
development of the business, for example customer relations or staff training. The
balanced scorecard approach tackles this by measuring both the ultimate outcome of
the business, and aspects of the business that need to be maintained in the long term.
It is balanced between financial and non-financial measures and across stakeholders....
Allan Pease is head of Pease Training Corporation, a
sales and communication training company in Sydney.
Australia He lectures extensively throughout the world and
his books, films and training programmes are used by
organisations everywhere to train members and staff in