Sales Resilience – A Concern for Business Leaders.
Resilience and Personal Resilience are terms most often linked to the ability to ‘bounce back’ when things go wrong. However, resilience is also about utilising energy to deliver results without too much ‘cost’ for the processes or people themselves.
So, Sales Resilience breaks down into two key areas:
- Resilient Processes – Do our sales processes allow our customers to buy from us as easily as possible and with as little disruption to the sales force?
- Resilient People – Do our sales people have the required resilience to allow them to perform at their optimum?
We rarely buy from ourselves, and if we do, because we have existing relationships and knowledge we rarely experience the true customer journey experienced by our customers. As a result, our processes can become onerous, focussing on mistake prevention or ‘box ticking’ to ensure we deliver customer satisfaction, often at the expense of the satisfaction we aim to deliver.
Processes lose their energy and begin to exert a toll on the people within them, destroying their effectiveness and limiting results.
Five Questions to check whether your processes are resilient:
- Do you convert more leads than lose?
- Do customers moan, sigh or get frustrated through the sales process?
- Do the sales people complain that the processes are too difficult for them?
- Do sales people cut corners in the sales process to make it easier?
- Are your sales results less than you desire?
Resilient processes matter – don’t let stale processes affect your revenue and burn out your staff.
Sales people encounter a wide range of difficulties within their jobs, which include:
- Constantly changing customer needs and expectations
- Constantly changing legal requirements and need for compliance
- Interaction with a range of different people and personalities across the day
- Sales Management which often relies more on incentives than leadership to achieve results
- The need to display the required attitudes and behaviours all day every day
On a recent visit to a large chain of shops, I was met by a sales assistant openly yawning. They were tired and bored and they had reached the stage where they were not afraid to show it. Boredom and tiredness are two signs that staff are having their resilience tested. When energy flags, they lost their ability to perform at the required standard over a consistent period of time. A lack of management in this case also adds fuel to the fire.
People regularly complain about sales people who seem disinterested or have to make an effort to engage with a customer. The sales processes get in the way of building a relationship and people again get tired and lose their energy.
Resilience can be enhanced by simply focussing on four areas:
- Physiology – Is the energy from food and drink the right balance to fuel my body?
- Cognition – Are my mindsets in the right place?
- Emotional – Am I in control of myself as well as the relationships I will operate today?
- Personality – Am I optimistic and energised by people?
Resilience allied to skills are the ingredients that lead to superior performance, by harnessing the most energetic and capable people with the most efficient and effective processes.
- We assess and improve process resilience
- We assess and develop resilience in people
- We assess and develop skills and competence in people
Contact us 0800 644 4010 to discuss how we can help get the ‘pep’ back into your sales teams.