Creating a Sales Culture: Coaching CSRs to Sell
Kim Busse
The Omnia Group Inc.
• Established: 1985
• Validated behavior-based, selection and management tools, reports
• Nearly 2 million behavioral profiles processed
• 20,000 clients worldwide
Now they want me to
SELL?!?
• Money Motivated
• Goal Driven
• Resilient
• Fast-paced
• Big Picture
• Team oriented
• Cautious
• Product knowledge
• Accuracy & Details
Before you can coach, you have to know the players…
• Assertiveness
• Communication style
• Pace & Adaptability
• Need for structure
Define Expectations
Assertive Salesperson…• Proactive
• Assertive
• Risk-takers
Challenges:
• Aggressive
• Overbearing
• Extremely “me” centric
Strengths:
CSR Strengths:
• Collaborative
• Offers options
• Needs based
Challenges:
• Cautious
• Team oriented
• May be perceived as “order taker”
Communication Style Relational:
• People-oriented
• Networks easily
• Builds excitement
VS.Analytical:
• Factual
• Concise
• Active listener
Strengths:
• Fast paced
• Multiple clients in
different stages
• Short term goals
Challenges:
• Overextension
• Boredom
• Loses interest quickly
Strengths:
• Methodical
• Processes
• Long sales cycles
Challenges:
• Multiple prospects at once
• Constant change
Strengths:
Challenges:
• Resilient
• Thinks outside the box
• Big picture visionary
• Details
• Following guidelines
• Micro-management
Strengths:
• Structured
• Details
• Follows guidelines
Challenges:
• Sensitive to criticism & rejection
• May want perfection
• Thinking outside the box
Coaching starts with a PLAN
• Sales
• Account rounding
• Upselling
• Cross-selling
Don’t use word like:
Give Them…• Time
• Knowledge
• Guidance
• Assurance
• Reassurance
Partner with our clients
Needs based
We’re the expert
Explain how assisting the client helps the team reach a common goal
Uncovering needs
Assisting them
Listen, and make a suggestion
Listening is KEY!!!
• Observe client interaction
• Did well/Next time
• Give specific feedback
• Only offer 1-2 suggestions for improvement
When coaching…
What’s in YOUR toolbox?
Per Year
$20,000$40,000
$65,600
Inbound call: Potential client
4 calls per
month
12 months
$200 $9,600
1 call per day
50 weeks
$100 $25,000
Inbound call: Current client
Family and Friends
3 per week
50 weeks
$200 70% $21,000
Phenomenal Customer Service
2 % $500,000 $10,000
And the Total Is…
$9,600 Potential
$25,000 Current
$21,000 Referrals
$10,000 Great
Service
$65,600
Per Year
Questions & Answers
For more information:
Kim Busse
Key Relationship Manager800.525.7117 [email protected]
omniagroup omniagroup the-omnia-group
Your People. Discover. Engage. Evolve.
Booth #2667