There are millions of inside sales reps in the world.
Reps know this and want to be the one-in-a-million rep that impresses their managers. Managers, on the other hand, should be honing each rep’s skills to mold a team of one-in-a-million reps.
That’s a tall order, right? It’s not as hard as you might think. It all comes down to knowing what makes a successful inside sales rep, and the best practices for training.
Last week my son made his first sales call. For an inside sales thought leader, you have got to believe this was big in my house! My brave six-year-old D.J. read the school script to relatives & friends and got pledges for his APEX fundraiser.
READ: Sales Is A Confidence Sport
Watching a little human do this for the first time made ME nervous – and OH. SO. PROUD. It reminded me of a few truths we could all keep in mind when preparing new hires to take to the phones for the first time:
ANY human will get nervous asking people for money over the phone. Let’s all keep this in mind when we ask for more dials and results. His brother BAILED after one call (and he’s the extrovert in the family!!).
The small wins he got (and we celebrated big time) energized him to make more calls. He was pulling aunties out of the woodwork! When we set up small wins early and celebrate BIG, they’ll be hooked.
When he got his first “no” he totally rolled with it and still wanted to make another call. Why? Because we set it up ahead of time that it would likely happen, why, and what to say. Special shout out to Uncle Shawn who agreed up front to say no to a six-year-old so we could teach this lesson (THAT wasn’t easy!). More “NO” in role plays and more help in why they happen and how to handle them.
Remember that just like a first grader, our new hires watch us to determine how to act. It’s good to show some nerves, to celebrate small wins, and to get right back up like a “no” doesn’t sting a little. I know that the next time I’m in class I’ll be a little less tough on the 23-year-old making their first calls.
By the way, my proudest moment was when he DITCHED THE SCRIPT and felt confident enough to use his own words. I can’t believe I didn’t record it!
Do you mind if I start with the obligatory story? I think it’s one you might recognize. It’s the one about a busy sales manager frustrated with the under-trained newbie reps she got as “graduates” from her training department.
But this story is about me. I was the “undertrained newbie” – and the boss. I was twenty-four, and was brought in from the outside to manage a team of 15 outbound B2B Reps in tech. I’m new. My team is new, and we’re all “graduates” of the company onboarding program and all 100% clueless. (Yes, of course we turned it around and were the number one team within a quarter – cue the Rocky music here – but this isn’t that story.)
This is the story of being frustrated that you can come out of a 2 or even 4 week program and still have absolutely no idea how to do your job.
Who do I call first?
What do I say?
Why isn’t anyone calling me back?
What’s the product SKU for an IBM Thinkpad again?
Sound familiar?
Brace for it–now I’m going to hit you with some stats.
So, are you an unwitting accomplice to rep abuse? Let’s find out. Here are some top signs that your new hire training might be broken:
1. The majority of your attrition occurs in the first five months.
They like the company, don’t mind the job, but they’re not ramping up fast enough to make money and they’re frustrated. Time to pull the ripcord.
2. It takes your business development reps over 3 months or your account managers over 6 months to ramp to target.
There will always be a ramp, but a great new hire training program can cut this in half (and significantly impact your attrition, too).
3. Average call length is about 1:30.
These are voicemails, every last one of them. If your reps can’t get people on the phone, keep them on the phone, and get calls back, they need better sales training.
4. Your program is under 4 days or over 4 weeks long.
The first is an orientation, the latter is a firehose. Get them on the phones after two weeks and bring them back for the rest of it! Check out my video on “Just in time” New Hire Training.
5. Your reps have no clear plan of attack for their lead list / book / and/or day.
Ask them how they decide who to call. If they say they start at the “A’s…” then you’re missing a cohesive sales strategy – or your training department isn’t training it.
6. You aren’t training any business, customer, or industry acumen.
Forrester taught us that over 60% of buyers found their sales rep added no value to the buying process. College isn’t teaching them how, and we have to.
7. You’re using the same training as the field.
I get it, you had to use something and your org is new. But it won’t work and frankly frustrates reps to try this old-school model in their new-school world.
8. HR is teaching your reps how to sell.
85% of the best-in-class use a professional sales trainer or curriculum. When’s the last time HR sold your product?
How’d you do? Some of these might take a custom report, but trust me: you’ll be glad you had it created. Your training department needs to be your partner like marketing is your partner – no, scratch that, recruiting is your partner…wait, I can do better…payroll is your partner.
In a recent model I completed with Microsoft, we found that they could add over $50 million back into revenue by cutting new hire sales ramp time down to best-in-class – and nearly double what they could save by cutting attrition to the same. If you focus and invest here, it will quickly be like having another 1/3 of your headcount to help you hit the number.
Ready to fix your oboarding program? Learn the components of a World Class onboarding program that you can steal immediately. Read the article here.
Want more? I did a quick video on what good sales training looks like. What are you going to change in your onboarding program?
This article originally appeared on SalesPop!
