RESPONDS
AT ANY HOUR
Organizes time to cover ongoing priorities and will make arrangements
to cover whenever absence is unavoidable; understands that rewards
are commensurate with effort and invests the time to get the job
done; uses time efficiently during regularly scheduled hours so
that extra hours are not inevitable, but is responsive to additional
requirements or demands when necessary
HIGHS
- Makes himself available after hours to respond to the needs
of both internal and external customers
- Organized and efficient in how he spends his time during the
day so that the need to work unscheduled hours is the exception
rather than the rule
- Resists the distraction of nonwork-related issues that can interfere
with his coverage of ongoing priorities
- Accepts that his strong sense of duty to those who are counting
on him cannot always be met during regular working hours
- Prepares a back-up system to cover unpredictable or unpreventable
overloads in his absence
LOWS
- Believes his personal time is off-limits and may resist interrupting
his leisure activities to deal with work demands
- Loses control of his action list and can become overwhelmed
by ongoing priorities, making the inevitable extended hours a
continuing source of frustration
- Allows outside distractions, commitments or time demands to
consistently take priority and prevent an efficient use of his
time and resources
- Fails to put into place systems or resources to cover customer
needs when he is unprepared or unavailable
- Prefers to personally handle all customer requirements, creating
delays in the response time when he is not available to take immediate
action
ACCOUNT PENETRATION BY CROSS SELLING
Increases sales with existing customers by stimulating the demand
for currently purchased products and services; makes a proactive
effort to build volume within established accounts by expanding
the breadth of products purchased; monitors the potential for growth
in volume by regularly tracking the purchasing history and spotting
trends or problems in need of a solution; sees himself as responsible
for facilitating the customer’s reorder and replenishment
process
HIGHS
- Develops a sales plan for increasing business with existing
customers that promotes an expansion of the current product line
- Pays attention to trends or problems for which the current buying
pattern does not provide a solution
- Works to generate continued business from existing accounts,
emphasizing steady maintenance over periodic ‘home runs’
- Tracks changes in the customer’s organization or specifications
that would alter the existing business contract
- Monitors product consumption to ensure uninterrupted delivery
of the desired benefits
LOWS
- Concentrates efforts on new business development at the expense
of maintaining existing accounts
- Expects the requirements of existing accounts to be static and
automatically met without a need for monitoring or intervention
- Waits for the customer to present a repeat sales opportunity
rather than monitor his purchasing history and take proactive
steps to facilitate the reorder process
- Misses opportunities to modify an existing business contract
to include new products and solutions because he was not attentive
to changes in the customer’s organization
MAKES FORMAL SALES PRESENTATIONS
Focuses on sharing information in an exciting and memorable manner;
prefers group presentations; focuses equally on preparing delivery
and content; stages a formal presentation to promote a more intangible
product or service; responds to audience cues and reactions by altering
a prepared presentation as it progresses
HIGHS
- Customizes the program to the audience, using minimal boilerplate
components
- Takes the time to prepare a studied presentation, injecting
into the content and delivery the cues and jargon with which the
audience can identify
- Is sensitive to audience feedback and adjusts the presentation
to sustain their interest
- Creates a memorable stage presence
- Enjoys applause and attention when successful
LOWS
- Prefers to share information in a more spontaneous and off-the-cuff
manner
- Does not prepare a presentation with the audience in mind, but
starts with a standard framework and makes cursory adjustments
- Without the structure of a prepared presentation, he may fail
to incorporate key components into the presentation or respond
effectively to audience reactions
CLOSES THROUGH PERSONAL IDENTIFICATION WITH THE
PRODUCT/SERVICE
Uses strong personal identification with the product to influence
others to promote and sell the product line; keeps the distributor
fired up and committed to buying into a program or plan; works with
other salespeople to help them close the large or elusive deal;
breaks up the selling cycle into small increments and sets goals
for each step; maintains the pressure to move forward through each
step without becoming too pushy or overbearing; proactively reinforces
the purchase decision, recognizing the risk that a product or program
can be supplanted by the competition
HIGHS
- Personally believes in the benefits of his product or solution
and is willing to stand behind his offering when competing for
the distributor’s interest or shelf space
- Recognizes that the customer may have second thoughts or is
being courted by the competition, and plants additional benefits
or recalls to support the commitment to the buying program
- Keeps the distributor motivated to promote his product line
by working with distribution salespeople to close a challenging
sale
- Breaks the sales process into manageable steps, seeking continued
agreement from the customer at each step before moving on
- Applies enough pressure to keep a buying commitment from stalling
but resists pushing the distributor into a neutral or negative
position
LOWS
- Expects the product or solution to stand on its own merits and
does not find it necessary to reinforce the benefits and ensure
that the distributor is comfortable with the result
- Does not take advantage of an opportunity to reinforce the added
value of his program by working with the distributor’s salespeople
to help close a deal
- Excessive patience and a willingness to wait for developments
in the sales process can result in displacement by the competition
- Unknowingly loses customers early in the sales process because
he does not continually assess their commitment throughout an
extended sales cycle
TEACHING IN A STRUCTURED SETTING
Demonstrates a commitment to the continuous education and training
of others as a means of increasing their overall competency and
productivity; prepares more structured sessions to cover the most
critical areas of learning for the audience; stays on top of information
needed by colleagues and customers in an effort to serve as a resource;
takes responsibility for motivating others to learn and retain key
information; reinforces what is being taught through periodic repetition;
regularly assesses individual and group competencies and routinely
addresses them by adjusting his training
HIGHS
- Prepares scheduled and consistent programs to train or educate
others
- Establishes measurable criteria for assessing progress in the
learning process
- Demonstrates patience and a willingness to repeat or reinforce
ideas and information until the audience understands
- Focuses training sessions on those competencies that will make
a difference in the group’s ultimate effectiveness
- Concentrates more on the results produced or change accomplished
through his training than with how attractive or entertaining
the training can be
LOWS
- Prefers one-on-one training or a more loosely organized curriculum
to the structured requirements of a scheduled class session
- Expects the people he is training to be self-motivated to learn
and becomes impatient when required to repeat or reinforce information
he has already covered
- Does not implement a tracking process for assessing the effectiveness
of his teaching efforts or the progress of his trainees
- Enjoys working on content delivery and may be more concerned
with the audience’s assessment of his public speaking skills
than with the subject matter
- Tries to make the training entertaining at the expense of providing
only relevant information
MAKES JOINT CALLS
Understands the critical role joint calls play in the ongoing development
of salespeople; commits to using joint sales calls as opportunities
to share expertise; demonstrates effective techniques; observes
progress and judges the effectiveness of assigned salespeople; is
dedicated to providing backup and expertise to help salespeople
secure a close; accepts a supporting role in the sales process and
sets level of involvement in accordance with what the primary salesperson
needs
HIGHS
- Regularly observes assigned salespeople in action to offer suggestions
for skill development
- Is willing to step out of the limelight and function in a supporting
role
- Responds to sales opportunities with minimal preparation; able
to ‘think on his feet’ when circumstances change and
share his rationale with the primary salesperson
- Adjusts coaching or assistance to accommodate the unpredictable
aspects of each customer contact
- Keeps the focus of his training and support on getting the order,
relegating his own administrative or procedural tasks to a lower
priority
LOWS
- Can be tempted to take the sale out of the salesperson’s
hands (show him how it’s done) rather than stand back and
function as a final safety net (let him learn from his mistakes)
- Needs too much information or preparation time to take the initiative
in quickly evolving opportunities
- May focus on tracking administrative or procedural issues at
the expense of joining the salesperson on actual calls
DEVELOPS COMPREHENSIVE PRODUCT KNOWLEDGE TO BE
A CREDIBLE RESOURCE
Develops a comprehensive knowledge of products and potential applications;
understands that up-to-date knowledge is required to maintain credibility
as a subject matter expert with distributors and end-users; acquires
knowledge through sources of published information supplemented
with personal internal and industry contacts; keeps current on product/service
developments through more formal learning opportunities; assumes
the role of resident expert and develops product knowledge for the
purpose of serving as a resource to others
HIGHS
- Acquires the comprehensive knowledge of products and product
sales strategies required to keep on target with client needs
- Has the confidence in his expertise to establish himself as
an effective resource
- Believes that there is always something new to learn
- Recognizes that his credibility as a resource to customers is
dependent upon the frequency and thoroughness with which he updates
his product and applications knowledge
- Seeks or maximizes appropriate educational materials that will
help him to stay on top of his job
- Takes advantage of formal training opportunities that offer
current product information
- Utilizes the expertise of manufacturing resources as well as
the input of end users to enhance his existing product knowledge
LOWS
- Prefers to focus on the big picture and may not develop an awareness
of product modifications at a more detailed level
- Thinks he can stay ahead of the customer with only a superficial
understanding of products and applications
- Believes that most recent developments are cosmetic and do not
require in-depth investigation
- Embarrassed to admit he does not know something, and will not
feel comfortable asking for help or seeking the appropriate resources
- Discounts study and training opportunities as an inefficient
use of his time and resources
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