Module 7.5Module 7.5

The Making Of A Sales ManagerThe Making Of A Sales Manager

Sales ManagementSales Management

Sales Managers in training.

SupervisionSupervision

Can you pick Can you pick outout

Tomorrow’s Tomorrow’s Supervisor?Supervisor?

WHAT IS THE DIFFERENCE BETWEEN WHAT IS THE DIFFERENCE BETWEEN MANAGEMENT AND SUPERVISION?MANAGEMENT AND SUPERVISION?

Management:Management:• More authority & responsibility.More authority & responsibility.• More removed from the realities of the More removed from the realities of the

‘field’.‘field’.

Supervision:Supervision:• More daily exposure & contact with the More daily exposure & contact with the

sales force.sales force.• Limited authority & functional Limited authority & functional

resources.resources.

THE IMPORTANCE OF SUPERVISIONTHE IMPORTANCE OF SUPERVISION

The Supervisory role is, in part, a linkage function. The Supervisory role is, in part, a linkage function. Supervisors get the most ‘face-time’ with the “troops”. If Supervisors get the most ‘face-time’ with the “troops”. If

anyone should know the ‘mood’ or line issues & morale of anyone should know the ‘mood’ or line issues & morale of the sales force – It is the supervisor. They are often the the sales force – It is the supervisor. They are often the

best & more reliable senses (eyes & ears, etc.) best & more reliable senses (eyes & ears, etc.) that management has.that management has.

As a training ground, the supervisory role is As a training ground, the supervisory role is a position where key managerial skills a position where key managerial skills

(diplomacy, conflict resolution, etc. etc.) (diplomacy, conflict resolution, etc. etc.) may be practiced and developed.may be practiced and developed.

THE IMPORTANCE OF SUPERVISIONTHE IMPORTANCE OF SUPERVISION

THIS IS MANAGEMENT’S LAST LINK & INTER-FACEBEFORE DIRECT REVENUE GENERATION IN THE

MARKETPLACE OCCURS.

TACTICAL, DAY-TO-DAY LEADERSHIP

• DIRECT – HANDS-ON

• INDIRECT: AUDITING PERFORMANCE

The level of supervision should be task value

THE NEED FOR SUPERVISIONTHE NEED FOR SUPERVISIONSUPPORTSUPPORT• ENSURE SALES REPRESENTATIVES ENSURE SALES REPRESENTATIVES UNDERSTAND UNDERSTAND

TASKTASK• KNOW HOWKNOW HOW TO DO THE TASK TO DO THE TASK• HAVE HAVE COMPETENCE AND RESOURCESCOMPETENCE AND RESOURCES TO DO IT. TO DO IT.

ENFORCEMENTENFORCEMENT• ENSURE ENSURE COMPANY POLICIESCOMPANY POLICIES, CULTURE & JOB , CULTURE & JOB

DESCRIPTIONS ARE BEING ADHERED TO.DESCRIPTIONS ARE BEING ADHERED TO.• ENHANCE ENHANCE PERFORMANCEPERFORMANCE• PROVIDE DIRECT & PROVIDE DIRECT & POSITIVE REINFORCEMENTPOSITIVE REINFORCEMENT

FACTORS INFLUENCING NEEDED FACTORS INFLUENCING NEEDED LEVEL OF SUPERVISIONLEVEL OF SUPERVISION

• SIZE OF SALES FORCESIZE OF SALES FORCE• QUALITY OF STAFFQUALITY OF STAFF• ABILITYABILITY• EXPERIENCEEXPERIENCE• FORM OF COMPENSATIONFORM OF COMPENSATION• IMPORTANCE OF TASKIMPORTANCE OF TASK• LOCATION OF TASKLOCATION OF TASK• NUMBER OF TASKSNUMBER OF TASKS• AVAILABLE CONTROL MECHANISMSAVAILABLE CONTROL MECHANISMS

METHODS OF SUPERVISIONMETHODS OF SUPERVISION

1 -1 - PERSONAL CONTACT PERSONAL CONTACT– TRAINING TRAINING – CONFLICT RESOLUTIONCONFLICT RESOLUTION– ASSESSMENT (SR & SITUATION)ASSESSMENT (SR & SITUATION)

THINGS TO LOOK FORTHINGS TO LOOK FOR::• TERRITORY KNOWLEDGETERRITORY KNOWLEDGE• TRADE KNOWLEDGETRADE KNOWLEDGE• CALL PREPARATIONCALL PREPARATION• ACCOUNT MANAGEMENTACCOUNT MANAGEMENT• RELATIONSHIP MANAGEMENTRELATIONSHIP MANAGEMENT• SALES TECHNIQUESSALES TECHNIQUES• INTEGRITY, IMAGEINTEGRITY, IMAGE

METHODS OF SUPERVISIONMETHODS OF SUPERVISION

2 - 2 - SALES REPORTSSALES REPORTS

The ‘Silent Policeman’ ~(Here’s where the real padding The ‘Silent Policeman’ ~(Here’s where the real padding starts)starts)SHOULD TRACK DAILY ACTIVITY: TIMES / CALLS SHOULD TRACK DAILY ACTIVITY: TIMES / CALLS

REASONSREASONS

REVEALS MANAGEMENT OF:REVEALS MANAGEMENT OF:

• ACCOUNTS, ACCOUNTS, • TERRITORY, TERRITORY, • TIMETIME• PRE-ACCOUNT PRE-ACCOUNT PLANNING PLANNING

Don’t let it Don’t let it become too become too formalized. formalized.

Use as Use as needed.needed.

METHODS OF SUPERVISIONMETHODS OF SUPERVISION

3 -3 - MARKETSPACE TECHNOLOGY MARKETSPACE TECHNOLOGY

E.g. Cell phones, Palms, LAPTOPS E.g. Cell phones, Palms, LAPTOPS – INSTANTINSTANT CUSTOMER / INDUSTRY CUSTOMER / INDUSTRY DATADATA– SALES SALES RESOURCE / TOOLRESOURCE / TOOL

SALESSALES: MONITORING, ORDERING, SPECIAL : MONITORING, ORDERING, SPECIAL REQUESTSREQUESTSEXPLODESEXPLODES THE REPORTING FUNCTION: THE REPORTING FUNCTION: (DON’T DROWN YOUR PEOPLE IN (DON’T DROWN YOUR PEOPLE IN REDUNDANT REPORTS)REDUNDANT REPORTS)COMMUNICATIONCOMMUNICATION – NO ESCAPE –HQ STAFF – NO ESCAPE –HQ STAFF WILL FIND YOU!WILL FIND YOU!

METHODS OF SUPERVISIONMETHODS OF SUPERVISION

4 -4 - MEETINGS MEETINGS: Less formal & structured : Less formal & structured than a regular sales meeting.than a regular sales meeting.

• Don’t waste their time.Don’t waste their time.• Usually task resolution is the focus.Usually task resolution is the focus.• Leave them with immediate tactical goals & Leave them with immediate tactical goals &

positive reinforcement!positive reinforcement!• Follow up ASAP!Follow up ASAP!

RE-ASSERT FOCUS, RE-ASSERT FOCUS, TONE & AMBIANCE TONE & AMBIANCE

(Huddle Sessions)(Huddle Sessions)

5 -5 - INDIRECT SUPERVISORY AIDS INDIRECT SUPERVISORY AIDS • (SEE LAPTOP)(SEE LAPTOP)• COMPENSATION FORMATCOMPENSATION FORMAT• TERRITORIES TERRITORIES • QUOTASQUOTAS• EXPENSE ACCOUNTSEXPENSE ACCOUNTS• SALES MONITORINGSALES MONITORING

METHODS OF SUPERVISIONMETHODS OF SUPERVISION

• Most firms allocate one supervisory slot for Most firms allocate one supervisory slot for management streamed personnel. management streamed personnel.

• It becomes the first hurdle for new management It becomes the first hurdle for new management trainees.trainees.

• It is the trainee’s first opportunity to It is the trainee’s first opportunity to demonstrate their abilities & potential. demonstrate their abilities & potential.

SUPERVISION SUPERVISION AS A TRAINING TOOLAS A TRAINING TOOL

LEADERSHIP SKILL DEVELOPMENT LEADERSHIP SKILL DEVELOPMENT FROM SUPERVISORY EXPERIENCEFROM SUPERVISORY EXPERIENCE

• The ability to anticipate problemsThe ability to anticipate problems

• The ability to seeking and obtain substantive The ability to seeking and obtain substantive feedbackfeedback

• The ability to diagnose problems and opportunitiesThe ability to diagnose problems and opportunities

LEADERSHIP SKILL DEVELOPMENT LEADERSHIP SKILL DEVELOPMENT FROM SUPERVISORY EXPERIENCEFROM SUPERVISORY EXPERIENCE

• The ability to select an appropriate leadership behavior and The ability to select an appropriate leadership behavior and match it to the supervisory situationmatch it to the supervisory situation

• The ability to communicate managerial requirements in a line or The ability to communicate managerial requirements in a line or field format that ensures ‘sign on’ (acceptance). field format that ensures ‘sign on’ (acceptance).

COMMUNICATION SKILLS (IN TRAINING)COMMUNICATION SKILLS (IN TRAINING)

• Persuasion Persuasion (expert or referent power) (expert or referent power) Be careful & know what you are talking Be careful & know what you are talking about!about!

• Relationships Relationships (referent or legitimate power) (referent or legitimate power) Preferred, based on mutual respect.Preferred, based on mutual respect.

• Manipulation Manipulation Of the work environment – Of the work environment – (not the employee!)(not the employee!)

• Threats Threats (coercive power) (coercive power) Don’t do it! You lose.Don’t do it! You lose.

• Promises Promises (reward power) (reward power) Dangerous ~ Dangerous ~ sets a precedent.sets a precedent.

• Be positive (yet realistic)Be positive (yet realistic)• Don’t avoid ~ Address.Don’t avoid ~ Address.• Don’t preach, what you don’t know!Don’t preach, what you don’t know!• Address only one or two problems at a time.Address only one or two problems at a time.• Be positive (yet realistic)Be positive (yet realistic)• Don’t criticize poor performance, reinforce good performance.Don’t criticize poor performance, reinforce good performance.• Listen, acknowledge, evaluate (don’t judge).Listen, acknowledge, evaluate (don’t judge).• Be positive (yet realistic)Be positive (yet realistic)• Maintain your situational awareness.Maintain your situational awareness.• If you don’t know – say so – Then find out! Talk If you don’t know – say so – Then find out! Talk isis cheap. cheap.• Keep good recordsKeep good records

COACHINGCOACHINGThe continuous development of salespeople through The continuous development of salespeople through feedback and role modeling. Supervisors are ideally feedback and role modeling. Supervisors are ideally positioned to perform this function. Suggestions for positioned to perform this function. Suggestions for affective coaching include:affective coaching include:

MORAL SUPERVISIONMORAL SUPERVISION

Supervisory activity conforms to management’s Supervisory activity conforms to management’s standard of ethical or moral behavior.standard of ethical or moral behavior.

Live by sound ethical standards. Live by sound ethical standards.

Seek profitability within the confines of Seek profitability within the confines of legal obedience legal obedience

and and ethical standards.ethical standards.

Assume leadership position when ethical Assume leadership position when ethical dilemmas arise. Enlightened self-interest.dilemmas arise. Enlightened self-interest.

POTENTIAL PROBLEMS IN SUPERVISIONPOTENTIAL PROBLEMS IN SUPERVISION

Conflicts of Interest – Conflicts of Interest – • You will never be as close to your staff as You will never be as close to your staff as

you are in this position.you are in this position.• Remember! You are not ‘one of the boys!’Remember! You are not ‘one of the boys!’

Problem Salespeople – jealousy can motivate Problem Salespeople – jealousy can motivate aberrant behaviours towards you / your aberrant behaviours towards you / your position.position.

Chemical Abuse and Dependency / Sexual HarassmentChemical Abuse and Dependency / Sexual Harassment

In summary…In summary…

• Supervision is a ‘key’ first step on the ladder to Supervision is a ‘key’ first step on the ladder to management success.management success.

Choose your role models / mentors wisely.Choose your role models / mentors wisely.

Endeavour to maintain a balanced perspective.Endeavour to maintain a balanced perspective.

The lessons that you learn and the work habits that you The lessons that you learn and the work habits that you develop will have a lasting influence develop will have a lasting influence

on your management style.on your management style.

Always remember, that Always remember, that lessless able candidates have able candidates have succeeded at what you are trying to do.succeeded at what you are trying to do.

Learn from the mistakes of others (it’s cheaper).Learn from the mistakes of others (it’s cheaper).