Style, brand, type, persona, act, voice — call it whatever you want — but every salesperson has to find out who they are and begin developing their game.
Few sales managers address “style” and are more interested in teaching technique — the pitch, the post-pitch, and lead generation. It goes without saying that these skills need to be developed, but you can chuck all that out the window if the salesperson doesn’t understand who he is.
Who am I? How can I bring my best personality traits to the phone and the sales process in order to be successful? What’s going to work right off the bat and what will I need to improve upon? These are questions that both the manager and the employee must address immediately, before the first sales call. If a salesperson has a strong sense of self then everything else will fall into place.
Look around the sales floor and you’ll notice stumbling pitches, diffidence, and poor preparation. Most people in a leadership role will say, “Well, Bobby must’ve fallen asleep during training class,” and, yeah, maybe young Bobby did, and if so why isn’t his replacement here? But if the manager takes a closer look at Bobby he may come to this conclusion: “S!&*! This guy doesn’t know who he is!”
What’s working and what’s not? Let’s get to problem now, shall we? Bobby is stumbling over the pitch not because of the words but because of his attitude. He has no voice or style or type or brand because he’s not conveying his best traits. He’s an assertive type, no-nonsense, and straightforward. You can see all this … when he’s NOT on the phone!
Well, it’s time to tell Bobby to lose the customer service act and bring his real game, the game we see in the coffee room, to the phone. At the same time, a sales manager might look across the room and see a reserved, level-headed individual acting in a way that’s not natural, not true to his nature. Why? In short, don’t try to turn a singles hitter into a homerun hitter and vice-versa.
“Who am I?” is philosophical question. For a many of us it takes years to answer it, if at all. But sales is just a small part of life and people, whether they admit or not, generally know enough about themselves to dig a little deeper and bring out their best qualities. Once that’s established then they’re ready to start dialing.
Related video: http://www.youtube.com/watch?v=8B_4Xb33oY0