How can sales leaders help their teams succeed? Finding the right balance between Culture, Coaching, and Technology Coaching, culture, and technology are critical factors in the development of a successful Inside Sales organization. But how do you go about using all three to maximize sales efficiency? Join Douglas Gibbs, Sr. Inside Sales Manager at Waste Management, Lauren Bailey of Factor 8 and #GirlsClub, and Tim Harris of DialSource as they discuss real-world challenges and opportunities that present themselves at the intersection of culture, coaching, and technology. Topics covered: Industry insights and actionable strategies to improve call coaching and sales culture from Lauren Bailey, voted “Top 25 Most Influential Leaders in Inside Sales” How to prioritize sales enablement for your frontline sellers How Doug Gibbs instills a coaching culture in Waste Management’s Inside Sales organization How to leverage sales technology to increase sales efficiency Speaker Panel: Lauren Bailey, Factor 8 & #GirlsClub Douglas Gibbs, Waste Management Tim Harris, DialSource

1. Webinar will begin in a
few moments…
REMINDER: For those in the AA-ISP Certified Inside Sales Professional Accreditation Program (CISP®),
you may submit today’s session for a Continuing Sales Education (CSE) credit towards maintaining your
Accreditation.

2. EXPERT CHAT
Balancing Culture, Coaching,
and Tech in Sales

3. HOST
BOB PERKINS
Founder & Chairman, AA-ISP
@AA_ISP, @rperk10
info@aa-isp.org
in/perkinsbob

4. April 14th – 16th – Chicago, IL
900+ Sales Leaders – Tool & Tech Expo & Demos – Case Studies – Best Practice Sharing – Annual Inside Sales Awards –
Idea Exchange Sessions – Connections to advance your own skills and the skills of your team!

5. TODAY’S
TOPIC
Finding the right balance between
Culture, Coaching, and
Technology

6. LAUREN
BAILEY
DOUG
GIBBS
Senior Inside Sales Manager |
Waste Management
TIM
HARRIS
Director of Marketing |
DialSource
timuncorkeddouggibbsinsidesalesadvisor
Founder & President |
Factor 8, #GirlsClub

7. YourLeadership Mission:Prioritize sales enablement for your
frontline sellers.
• Prioritize a learning culture:
• Millennial Development & The War for Talent
• Training must occur at all levels. Start with management.
• Amount of time and overall commitment.
• Micro-Promotions
• Make it easier for sellers to complete their daily workflow & eliminate
busywork.
• Allow them to have more conversations & learn from experience.
RECRUITING
$35,000
TOOLS
$5,000
DEVELOPMENT $986
WHERE WE
SPEND OUR MONEY

8. Waste Management Inside Sales Coaching
Philosophy:
• Leadership First: The Importance of Emotional Intelligence
• A clearly defined coaching process mapped to the sales
buying process.
• Minimum of 2 documented side-by-side coaching sessions per
• Sales Process Specific Tools: Value Connection Coaching
• 9 Sales Competencies & Observation Feedback
• A shared Future Task and Development Plan
• Onboarding Frontline Sellers: Employees First.
• Tactical training on systems, tools and process.
• “Nesting” as a part of the training program.
• Spend time walking the floor: Understanding what
conversations are working and how skills are applied.
A simple 4-step framework toenablecoaching:
1. Prepwork
2. Conductingthecoaching
3. Feedback
4. Wrap-upResults
Technology empoweringtheWasteManagement
team:

9. Instilling a coaching culture
within yourInside Sales team:
1. What are the pillars of a
culture?
2. What are some of the KPIs
performance metrics that
Management keeps top of
3. How does culture effect
and growth?
4. What are some ways you
technology support culture?
76%OF MANGERSSAY THEYCOACH 3-6+HOURS / MONTH Only48%of Reps agreewith this
statistic
#1 REASONFOR ATTRITION= “LACK OF DEVELOPMENT” (AmericanAssociation of Inside Sales Professionals /Aberdeen)
GEN X&Y ARE MORE MOTIVATEDBY ACCESS TO MANAGEMENTTHANBY AUTONOMY
(BridgeGroup 2016)
SALES MANAGERS #1WORST SKILL:
CALL COACHING
(Sales ExecutiveCouncil)
The Coaching Dilemma…

10. Meaningful ways technology supports a coaching culture& enables
frontlinesellers:
• Focus on simplicity
• Eliminate busy work.
• Garbage In, Garbage Out.
UserFirst.
Enable your sellers to have more
conversations and focus on the human
aspect of sales.
Trustbut verify.
Validate data accuracy,
eliminate human error &
identify the correct KPIs.
Recognition &
transparency.
Drive culture through
shared accountability &
rewarding the right actions.
Fast Facts:
• 68% of a sales rep’s day is spent on
non-selling tasks.
• 30% of leads are never contacted.
• It is taking more touches to reach
prospects.
• Only 10% of leads receive more than 3
calls.
• Identify the correct metrics.
• Recognition & Leaderboards
• Capture teachable moments.

11. Actionable strategies to improvecall coaching &
sales culture…
Because all tech and no coaching leads to Jacknot
reachinghis quota.
• Why is coaching so hard?
• What are some coach-tastrophies to avoid?
• What technology is making a big difference?
• What tactics do you use to fix call coaching pitfalls?
Intros
Brush-Off’s
Value Props
1
2
3
Voicemails
Customer Engagement
4
5
FIRSTBASE SKILLS:
Lauren’sfavoriteskillstobuildconfidenceandincrease
conversions.

12. QUESTIONS?
Bob Perkins
Founder & Chairman,
AA-ISP
aa-isp.org
info@aa-isp.org
in/perkinsbob
Still have questions? REMINDER: AA-ISP Members may visit our Knowledge Center at aa-isp.org and pose questions to our panel of Inside Sales experts to hear advice on their
toughest issues.
Tim Harris
Director of Marketing |
DialSource
dialsource.com
tim.harris@dialsource.com
in/timuncorked
Doub Gibbs
Sr Inside Sales Manager |
Waste Management
wm.com
dgibbs1@wm.com
in/douggibbs
Lauren Bailey
Founder & President |
Factor 8, #GirlsClub
factor8.com
lb@factor8.com
in/insidesalesadvisor

13. AA-ISP Membership Local Chapters Knowledge Center
Inside Sales Academy® Mentorship Program Service Provider Directory
Career Center Inside Sales Studio® Annual Awards
THANK YOU!
Replays available in our
Knowledge Center at
www.aa-isp.org