Sales enablement leaders are scrambling to take face-to-face employee training programs online. They need good virtual sales training, but the truth is that most training is focused on theory, not tactics.
So, what does good virtual sales training look like? Watch this session to find out!
Whether you’re hunting for virtual sales learning or just curious about what good training looks like, watch this session to learn:
Why you need ongoing training for your team
How to get started with virtual sales training
Why interaction is crucial to successful online learning
How to set achievable goals for your team
Why leaders need to be involved in training
You’re also receiving our Virtual Sales Training Survival Guide. If you’re assessing internal or external virtual sales training solutions, this guide will help you make an informed decision.
Watch the video replay!
LOOKING FOR GOOD VIRTUAL SALES TRAINING?
Sales enablement leaders are scrambling to take face-to-face employee training programs online. They need good virtual sales training, but the truth is that most training is focused on theory, not tactics.
So, what does good virtual sales training look like? Watch this session to find out!
Whether you’re hunting for virtual sales learning or just curious about what good training looks like, watch this session to learn:
Why you need ongoing training for your team
How to get started with virtual sales training
Why interaction is crucial to successful online learning
How to set achievable goals for your team
Why leaders need to be involved in training
You’re also receiving our Virtual Sales Training Survival Guide. If you’re assessing internal or external virtual sales training solutions, this guide will help you make an informed decision.
Now more than ever the world needs good virtual employee development. Enablement leaders are scrambling to take face-to-face employee training programs online and sales leaders are stretching themselves thin plugging holes to engage their people, coach, and level up. But we’re all circling around a central problem:
Most e-learning sucks.
If you’ve ever let a recorded PowerPoint play in the background while doing email…
If you’ve ever clicked forward ten times to get to the quiz…
If you’ve wished that the “Fluff Narrator” could be set to 1.5x speed…
You get me.
For ten years I resisted moving Factor 8 curriculum online for these very reasons. It’s boring. It isn’t interactive. It doesn’t pertain to me and my job. And here’s why:
It isn’t how adults learn.
Even if you aren’t a training geek, you’ve probably heard of adult learning principles. In short, it means that as grown-ups we want to participate in our learning. We need to relate new information to past information and share our experiences. We want the Subway model (“more lettuce, no mayo”), not the Burger King model (“#1 please”).
If you are hunting for great virtual learning or building it yourself, allow me to share best practices I learned while converting our sales and sales leadership curriculum from face-to-face workshops to our virtual offering The Sales Bar.
#1 – Go Micro. “Microlearning” is a training geek term that means small bites or, “If I can’t participate in the learning, for God’s sake, keep it short.” Fifteen minutes should be the maximum time for any module (or learning chunk).
#2 – Vary the Modalities. The modality is the learning format. We use interactive e-learning (more below), video, activities, reading, cheat sheets, and actual skill demonstrations using audio or video. There are different types of learners out there and recorded PowerPoint and video don’t address them all. Kinesthetic learners need to touch it, type it, write it, sort it, and more. This is where most training fails. (BTW, everyone’s favorite feature is the real calls that show the good, bad, and ugly in real (redacted) sales calls.) Here’s a screenshot example of all the different modalities in just one module:
#3 – Make E-Learning Interactive. The reason we can let bad training play in the background is that it doesn’t require us to be present. Interactive training means the learner is choosing his own adventure and touching the content. At Factor 8 we never go more than five pages without interaction. For example, learners click to see more or hear a sample, drag and drop, slide the scale, make a choice, or type in an answer. Interactivity not only keeps learners present and engaged, it is the only way to achieve higher-level learning objectives (read on dear friend…).
#4 – Go Higher with Objectives. Bear with me and my training hat for a moment, but there’s a taxonomy or ranking of learning objectives called Bloom’s taxonomy. If you want learning to be applied on the job, you must get past “remembering and understanding” and get into analyzing, evaluating, and creating. This starts with good learning objectives/training goals and is achieved by getting learners to interact with the data. Don’t just recall it, roll up your sleeves and get your hands dirty with it. (that last part may not be a technical term as much as my term). This is why a company selling you a series of videos as e-learning misses the mark.
#5 – Layer in Live Interaction. The interactive e-learning goes to the next level when you layer in live interaction. Here is where you customize, apply, practice, and role-play. We do this after every 1-2 online modules with a live virtual instructor course. We also do it by assigning activities before and after this live session. It might be to write their own sales messaging, record a good call, or count successful outcomes trying a new skill. It bridges the gap between theory and reality and it’s the only way to get learners to own applying and using the new skills – giving actual behavior change a real shot. Bonus note for trainers: this is how you can make your “generic” virtual training customized for different internal clients.
#6 – Involve Leaders. A Training Magazine study a few years ago researched deeply into what makes training stick or not. Answers #1 and #2 had nothing to do with the quality of the training and everything to do with what the learner’s boss said before the training (#1) and after the training (#2). “Forget what you learned, here’s how it really works…” is an example of this not going well. Involve the leaders not just by making them attend, but try having them partner to kick off the training, give input in the needs analysis to build the training, and by assigning them work after the training. We built Leader Toolkits to accompany every module that includes call coaching forms to grade the skill in real calls, a coaching cheat sheet to help them ask the right questions during call coaching, and even activities and an implementation guide to help them roll it out and keep skills alive afterward. Here’s a sample:
Ok, my top 3 tips turned into six, and I still feel like I’m just getting started. In the end, I’m enormously proud of what we built in The Sales Bar and I hope it’s helped you picture a new level of good for virtual instruction. If you’ve seen something here you like and you need virtual sales training for sales reps, sales managers, or sales leaders, click here to learn more about The Sales Bar for your team. It took us two years to build this and we’re not done yet. If you’re just starting, you can save time by outsourcing the sales curriculum to us and focus instead on getting your product, process, and new hire orientation curriculum online internally.
Ready to partner with a top virtual sales training provider?
Contact us today to request information on our customizable virtual sales training programs available for reps (and managers).
Is there a magic formula for delivering bad news? How do we have the tough talks and make sure that we not only get results but leave the other party intact?
If you dread (or find yourself even putting off) the difficult conversations with employees, bosses, friends, or clients, please join us to learn:
A simple model for delivery
Tips on planning the conversation
Pitfalls to avoid
Steps to be sure you maintain everyone’s esteem
Incredible tips and stories from top leaders
Sometimes the kindest thing we can do is deliver bad news quickly, efficiently, and compassionately. So stop avoiding confrontations and start inviting authentic exchanges.
Get ready to learn insight, stories, and advice from four amazing panelists below.
Watch the video replay!
TIPS TO HAVE DIFFICULT CONVERSATIONS AT WORK
Is there a magic formula for delivering bad news? How do we have the tough talks and make sure that we not only get results but leave the other party intact?
If you dread (or find yourself even putting off) the difficult conversations with employees, bosses, friends, or clients, please join us to learn:
A simple model for delivery
Tips on planning the conversation
Pitfalls to avoid
Steps to be sure you maintain everyone’s esteem
Incredible tips and stories from top leaders
Sometimes the kindest thing we can do is deliver bad news quickly, efficiently, and compassionately. So stop avoiding confrontations and start inviting authentic exchanges.
Get ready to learn insight, stories, and advice from four amazing panelists below.
Watch the video replay!
Meet the Panelists
Natalie Severino VP, Marketing | Chorus.ai
Natalie is the VP of Marketing for Chorus.ai. Passionate about elevating the craft of Sales and helping B2B sales professionals win more, Natalie enjoys writing and speaking about sales technologies and trends. Natalie loves technology – she started her career at leading technology companies like Intuit, Logitech, and Trend Micro and then found a passion for building technology start-ups at ClearSlide, getTalent, and now Chorus. She oversees all marketing and sales development for Chorus, including product marketing, demand generation, and communications.
Brenda Roper VP, Global Sales Enablement | Thomson Reuters
Brenda is currently the VP, Global Sales Enablement at Thomson Reuters based in Minneapolis, MN. In addition to sales enablement positions, she has also held various sales roles throughout her career including VP Sales and Business Development and Master Principal Sales Consultant. Brenda has trained over 15,000 salespeople and has a wealth of experience creating successful sales and presales training programs. Her passion is to see behavior change as a result of training, to create successful sales teams, and to drive revenue!
Wendy Mitchell-Covington National Vice President, Sales Success | TriNet
Wendy Mitchell-Covington, National Vice President of Sales Success at TriNet, is a high-energy, driven sales executive who possesses a proven track record of outstanding results. She is a strategist who has successfully built and scaled sales organizations. Throughout an extensive sales and leadership career, she has been committed to attracting, developing and retaining top talent. She believes top-performing sales professionals are the engine that drives every flourishing company.
Wendy has spent the last 20 years in the HR outsourcing space funneling her expertise into helping America’s businesses improve and thrive.
Shianne Sampson VP of Sales & Customer Experience | PetDesk
Since 2009, Shianne has been working with great startups and technology companies across the U.S. to help build out world-class sales teams. With her M.A. in Organizational Leadership and over 20 years in sales, she founded Yelp University and the Yelp Sales Development Program and has trained over 4000+ salespeople and hundreds of sales leaders. Shianne has worked with several great companies such as Yelp, Zenefits & Varsity Tutors in San Francisco, Seattle, St. Louis, and Scottsdale, Arizona. Shianne is currently the VP of Sales & Customer Experience at PetDesk in San Diego as well as a freelance consultant that specializes in helping SaaS companies turn their sales teams around, increase revenue, and train their sales leaders to be the best in the business. She is also the author of the published book Broken to Badass and a proud single mother of six.
A new monthly feature for our “Friends of Factor 8” Community, this private executive-only forum is a place to learn from peers and share best practices. Last month we talked about COVID selling and back to work plans, this month we tackled race conversations.
So you know, light stuff.
Here’s the background: I had no plans to have these conversations nor make any statement. After talking with some brave black women on my team, I went the opposite direction. Sure enough, many leaders who joined us felt the same way.
“Who am I to say something?”
“My team actually isn’t that diverse, there’s no need.”
“It’s uncomfortable and I’ll be perceived as saying something just to say something… and what about the backlash?”
Most of us in our session were in or near this camp. Several, however, were doing more and shared what worked (and what didn’t) with the rest of us. Hope it’s helpful to you as well:
1. Ask what employees need (several wanted time to protest, process, heal) 2. Make a public team statement – you are giving your employees a voice. Get their input. 3. Do follow-up in private. People process differently and may want to talk. 4. Ask team members to share what they’ve done to take a stand or get involved. 5. Try cameras off during discussions (there are many different sides and everyone is entitled to their emotions without judgement). 6. Push for diversity in hiring – try an “HBCU = historically black colleges and universities” 7. Ask about diversity in the organization: “Why don’t we have any black / women / LGBTQ employees/leaders?” 8. Encourage education: “13th” on Netflix and read “White Fragility” by Robin DiAngelo
I’ve personally done most on this list and frankly I’m really enjoying the education. To be clear, most of the learning is hitting me right between the eyes, but the vulnerability and openness to get it wrong, be taught, and be ENCOURAGED by the black community is pretty awesome. I invite you to try the same. Just start with openness and the desire to learn with authenticity and you’ll be fine…
Final advice we received: This problem wasn’t created overnight and it won’t be solved overnight. Learning about our individual biases and unintentional racism (yeah, I said it. I found some I didn’t know I had) is how we make change in our own lives, families, companies, and communities.
I also find myself wanting to do more. If you could have walked with MLK, wouldn’t you have? If we all lean in two or three steps past comfortable we are joining another virtual march. Let’s make a bigger movement this time. I’m looking for leaders with suggestions. What else can we do? For now, I will keep self-educating.
Next Open Bar: Religion. JUST KIDDING! By popular demand we’re talking about virtual learning and coaching best practices. I have to admit looking forward to a trip back into my comfort zone. Email me personally at if you want an invite.
Why Verticalization Is The Smartest Sales Strategy
[Webinar Recording]
HOW TO TRAIN YOUR SALES TEAM FOR INDUSTRY VERTICALS
Do your teams still operate by geography or product segment? JumpCrew, the fastest-growing sales and services outsourcer, recently underwent a re-organization to implement industry verticalization.
Learn why JumpCrew recommends making the switch, and how Factor 8 trains reps for success in industry verticalization.
During this panel discussion, you’ll learn the:
Five key benefits to a vertical approach
Roadblocks and challenges to mitigate
Employee skills gap we close with this approach
How to make vertical specialization a competitive advantage
Top five most important virtual selling skills (for any vertical)
You\’re also getting our “Top 5 Sales Skills For New Virtual Sellers” cheat sheet to help your reps leave a great voicemail, craft your SWIIFT intro, and capture new contacts at a prospective company.
Watch the video replay!
HOW TO TRAIN YOUR SALES TEAM FOR INDUSTRY VERTICALS
Do your teams still operate by geography or product segment? JumpCrew, the fastest-growing sales and services outsourcer, recently underwent a re-organization to implement industry verticalization.
Learn why JumpCrew recommends making the switch, and how Factor 8 trains reps for success in industry verticalization.
During this panel discussion, you’ll learn the:
Five key benefits to a vertical approach
Roadblocks and challenges to mitigate
Employee skills gap we close with this approach
How to make vertical specialization a competitive advantage
Top five most important virtual selling skills (for any vertical)
You\’re also getting our “Top 5 Sales Skills For New Virtual Sellers” cheat sheet to help your reps leave a great voicemail, craft your SWIIFT intro, and capture new contacts at a prospective company.
My third post in a series following our “Friends of Factor 8 Open Bar” with top leaders across multiple industries, this post will share the top tip that they brought to share of what’s working for them with their colleagues. The advice flows into four key areas: My team, My talk track, My training, and My strategy. Here’s the summary of what leaders shared:
1. My team:
Focusing on sales team morale: daily “stand ups” / 1:1 check in’s / WFH productivity tips / increased coaching / more communication / metrics and goal changes
2. My talk track:
Everyone is leading with empathy: longer conversations with customers about COVID effects on their business / more listening / more human connection and deeper learning
3. My training:
Using professional outside trainers for new ideas and motivation / mindset training / objection handling / resilience and persistence training and book clubs
4. My strategy:
Focusing on growing existing accounts / focusing on customer retention / focusing on long term partnerships and future opportunity / focusing on selling to different buyers (finance)
I like that we see more focus than ever on team morale and health. And I also love that folks are having more human connections with their customers. I hope we see overall consumer trust of sales people climbing fast into double digits.
My two favorite:
We now have to sell to finance and that means we need some new sales tools, talk tracks, questions, proof points…
Our people need new skills. Folks, I sell training for a living so of COURSE I love this one, but I love the topics discussed. Got a field team or a very new inside team? You need the phone skills we sell right now to help them work phones better and faster so they don’t die on their own out there. But things we ALL need (including me) are skills around resilience. YES! Mindset. Duh. Objection handling. HELL YEAH!
I hope you find these insights as helpful as I do. These conversations help me keep the pulse on public opinion, the health of sales and sellers, and the voice of the collective customer out there. Now is the time to share openly with each other and help us all get there.
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It’s a crazy time to be an American right now, but a great time to lead a team. I’ve learned a LOT in the past few days. My goal is to share my learning (so far) and add value by helping other leaders have conversations about today’s current events.
First, a fear-based disclaimer: I’m a privileged white woman. I’ve known a little discrimination in a male-dominated industry and I’ve taken action to help fix it with #GirlsClub. I’m unimpacted by riots, and I do not have solutions to share (yet).
So who am I to say something?
So I didn’t. Until a few days ago, a brave (and rightfully angry) black female on my team called me out. Truth: I thought I’d offend her more by saying something. I’m uneducated and inexperienced with racism. It was an uncomfortable exchange, but she handled it beautifully. I love that she called me out and taught me some things.
I’ll share first what I’ve learned from my team and end with some advice (if you want to scroll, but I hope you’ll soak in some learning first. There are some wicked-cool perspectives I’m about to post).
One more point of perspective first: My team has 2 black women, 1 police officer’s wife, and 1 man who got the fright of his life walking unsuspectingly into a riot. We have people in NJ, ATL, DC, DFW, ORD, MSP and PHX, (look up the airport codes if I lost you). We are a family that doesn’t always agree, but who cares deeply about each other, the work we do, and our own families. We are male, female, black, white, and Hispanic. This is my Factor 8 family.
OK, mind-blowing insights I learned this week by asking, “What do you need?”:
1. The fear some of us have felt during the riots (for ourselves, our spouses in the front lines, for our families, for our communities…) is new to us and it’s scary. Counterpoint: “Black people feel this all the time.”
Bam. I don’t know that fear. I’ve never been scared by a cop outside of getting a ticket. Period. We’re getting a glimpse, folks. And if you want to think now about downplaying it, nitpicking at it, disproving it, there’s your learning. We can’t judge other peoples’ fear. She has it. She’s grown up with it. She fears for her family like the cop’s wife fears for hers.
2. Your black employees feel a pull to protest. Mind blown. My SDR shared this. Get this: she’s personally survived COVID, her husband just got out of the hospital, she’s homeschooling and has WAY too many people living in a small space. She’s still making calls. She’s keeping her ship afloat right now but feels a pressure, a GUILT about not getting out and adding her voice.
Holy crap, of COURSE she does! She’s let herself off the hook right now because she has higher responsibilities. But she may want this in the near future, and it’s my job to give it to her. She asked for a mental health day (and got it no questions asked), but your team members may want a protest day. This could actually be (I hope it is) a turning point in history. If you could have marched with MLK on Washington, wouldn’t you have? I would. Be open to helping them do their duty and be part of history.
3. The connection between a murder and a riot is “disruption.” I started out not understanding this. “What the hell did a Target store do to African Americans?” I asked. Now I get it. EVERY MAJOR CHANGE in America started with disruption. You’ve got to check out this article I found on the subject. Folks, this country was BUILT on protest, disruption, and yes, violence.
So I now hold some space for this. I am sorry for the small business owners. I’m fearful of loss of life. I’m completely inspired by the non-violent disruptions happening, but I get the need for disruption. Would I be talking about this right now if there weren’t riots? Ask yourself that toughie.
Again, check your response right now. Are you proving me wrong? Railing against the idiots causing damage and harm? Yeah, that’s OK. Me too. I’m saying make room for the need for protest. Remember the white people who’ve protested, rioted, fought, and hurt merchants to make their point (soaking wet tea anyone?)
4. We can all be right together. Truth: I avoid politics like the plague. It’s because I hate the pandering tactics that have to make the other side wrong for their side to be right. This is a critical time in our country right now because for the first time in recent history, people see both sides. NOBODY is arguing for Derek Chauvin who murdered George Floyd. We can hate the violence of riots and understand the why of it. We can fear for the police and for the black community at the same time.
This kind of tolerance and understanding is a brand-spanking-new muscle for a lot of people. You may see people on your team lash out with some anger against the “other side.” It’s OK. That’s what society has taught them to do. They may lash out at you (Yup, I took some heat). That’s OK too. They’re ANGRY, and dammit they have a right to be.
5. We have more to learn. Start here. The woman who called me out for not using my voice to take a stand accused me of having some blind-spot racism. God, I don’t THINK I do, but could that be why I hesitated? I have more to learn. My team recommended two resources so far:
These are my revelations and insights so far. And because they asked for it, here’s my company’s stand:
Factor 8 and #GirlsClub are appalled by the recent and far too frequent acts by the police against black people. This. Must. Stop. We recognize that the vast majority of officers are not aligned with the bad apples. We respect and appreciate their service.
We are supportive and proud of the thousands of Americans using their voice to promote change. We are inspired by the brave law enforcement leaders who have deterred riots to protect their people, but even more by those who are helping protesters use their voice while protecting people and businesses with plain-clothes officers keeping people safe vs. the riot-gear and tear gas. Most inspiring is seeing all shades and colors of humans joining in unity and using their voices to incite and inspire change. We prefer non-violence but we respect that it’s working. We love both the people in the black community and the law enforcement community.
We are all Americans and we want change.
This all boils down to the following advice for my fellow leaders:
1. Start the conversation with your team. I recommend 1:1 or small groups. I sent an email saying, “What do you need?” I got 6 VERY different answers and some with no replies… I’m choosing not to do a group meeting right now because it’s volatile and not everyone is ready with tolerance and understanding and point #4 that we can all be right at once.
2. Increase your understanding. Assume you have blind spots and find resources to fill them.
3. Use your voice. Yes, I’m going to piss some people off and get some things wrong with this blog and advice, but the alternative is to say nothing and be a coward. My employees wanted me to give them a voice because mine is louder than theirs right now. If you lead a team, a company, an association, an HOA… you have an opportunity right now to speak up. Remember:
The only thing necessary for the triumph of evil is for good men to do nothing.
―Edmund Burke
4. Look for solutions. I don’t know what they are yet, but I’m really eager to hear from more experts (not politicians) who have some and do my part in helping implement them. Who has ideas for reform? For education? For screening? What can help fix this? Let’s get quickly past blame and into solutions. Like you, I want something tangible to do.
I hope this helped you. It’s why I wrote it. If you’d like to share a solution or an insight or a criticism, I’m ready to learn. My email address is . You may not get an immediate response, but I am listening.
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Tips to Help You Determine if NOW is the Right Time to Sell
COVID-19 has changed how sales teams are working, altered strategic courses, and fundamentally changed the sales landscape from just a year ago. Given the new environment, what changes do inside sales leaders need to make in order to succeed now?
Watch Lauren Bailey and panelists Joe Cronin, Inside Sales Manager from ConnectLeader, and, Arun Kumar, President and CEO of Flobile, as they discuss what the pandemic has taught sales leaders about how to sell in times of uncertainty.
Explore how selling is changing during the Pandemic.
Learn how to take advantage of WFH to become more agile.
Discuss foresight into what the situation may look like in the next 6 months.
Get a list of recommended practices and considerations for re-entry preparedness.
You’re also getting our COVID-19 quiz, which you’ll be able to:
Put your empathetic listening skills to the test.
See what real empathetic questioning looks like.
Use these questions on your next sales call!
Watch the video replay!
Tips to Help You Determine if NOW is the Right Time to Sell
COVID-19 has changed how sales teams are working, altered strategic courses, and fundamentally changed the sales landscape from just a year ago. Given the new environment, what changes do inside sales leaders need to make in order to succeed now?
Watch Lauren Bailey and panelists Joe Cronin, Inside Sales Manager from ConnectLeader, and, Arun Kumar, President and CEO of Flobile, as they discuss what the pandemic has taught sales leaders about how to sell in times of uncertainty.
Explore how selling is changing during the Pandemic.
Learn how to take advantage of WFH to become more agile.
Discuss foresight into what the situation may look like in the next 6 months.
Get a list of recommended practices and considerations for re-entry preparedness.
You’re also getting our COVID-19 quiz, which you’ll be able to:
In an informal survey of top Factor 8 clients and friends, our community reported and shared the following:
100% reported sales as down overall
Most are at the “how can we help” stage of sales.
Deals are getting stuck at the close
Let me fill in a little background on what I learned and why this is critical for you to share. Although some of our leaders reported early and significant pivots in sales strategy that have helped refill the pipeline, nearly everyone reported that the existing pipeline as of March 15th, 2020 died.
Most successful pivots included at least one of three things:
A look to new industries (e.g. traditional field-focused)
Focus on growing industries (e.g. healthcare segments)
Sales playbook change (selling to finance w/ ROI vs. targeting discretionary marketing spend)
Brilliant moves by brilliant leaders whose fast reaction is keeping their company and workforce afloat. But they too, are down.
Activity? Up on average.
Connects and Conversations? Up on average.
Sales? Down.
Here’s why you need to share this with your community:
Smart leaders have already adjusted quotas and metrics and contests – beautifully aligned today toward deep profile conversations and fuller pipelines
Step-behind leaders are still hoping for old KPIs and quotas and inadvertently spreading fear down the line
I spoke with a young sales leader this week whose team of Account Managers serves small business owners. They sell a subscription service + multiple up and cross-sells, and they are coming in about 35% to quota. As the news reports up to 40% of small businesses may close forever (in the neighborhood of 7.5 million at risk of permanent closure) and this segment was one of the hardest hit, it feels a bit like hope as the strategy, right?
This #GirlsClub superstar manager is now afraid for her job.
That’s. Just. Wrong.
It’s time to adjust, my fellow leaders. Adjust your Q2 number and your Q3 number. Consider strongly adjusting your Q4 and Q1 2021 numbers as well. Find new markets, new strategies, new revenue streams to help you get there and translate these into new expectations for your teams.
Here’s where I’ve seen us at (and where I see us going) in roughly 2-week steps since mid-March:
Step one was focusing on connectivity (WFH)
Step two was focusing on morale and connections (Zoom happy hour anyone?)
Step three was focusing on messaging (leading with empathy)
Step four is about re-aligning sales metrics, KPIs, milestones and goals
Step five is about closing new sales with finance
Step six is about going back to work / back to normal
Where are you?
Where are your sales?
Share this list with your fellow leaders. Share that others are down. Share what “public opinion” expects and how you can react and prepare for next steps.
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