Having a killer sales team is a high priority for all companies. But, the real challenge is to keep the momentum going by hiring and upskilling the right young talent. So, how does one do that?
You’ve done some research, you’ve deduced something about a CxO or his company, and you have a great sales pitch in hand. All you need is an audience with the CXO so you can tell him how your solution will fix his problems. But, you hit a roadblock: the CXO has an executive assistant who is coming in the way of your meeting the CXO. How do you handle this?
The first touchpoint that any customer has with a business, is customer onboarding. This being the case, it is only natural that it is a highly-prioritized aspect of any business. It is also one of the aspects that many companies struggle to optimize.
This is what our speaker for today, Wes Bush, founder of Product-Led Institute, is helping us demystify, with a framework that we can implement into our onboarding practices.
“It really comes down to that first five minutes,” Wes tells us. “When it comes to improving onboarding for any company, you only have those first five minutes to make or break that relationship.” In fact, in those first five minutes, you can lose anywhere from 40%-60% of everyone who signs up for your product, and it is therefore crucial that you optimize that experience.
Wes takes us through a simple yet effective framework, with three steps that will optimize your onboarding.
The bowling alley framework
This simple method is split into three steps:
Straight line onboarding
Product bumpers
Conversational bumpers
Straight line onboarding
The first thing that will help you significantly improve your first five minutes is boiling down on the minimum amount of steps that someone has to go through to really “strike out”, says Wes. “If you help them strike out in their very first experience, their chances of coming back to your product skyrocket.” And if you fail to do so, it becomes a lot harder for them to get back onto that straight line experience. So Wes tells us that it is absolutely imperative that we go through our onboarding experience with a fine-toothed comb, and keep only those steps that are absolutely necessary. Eliminate all the unnecessary steps so you give your customers a good experience.
Product bumpers
Remember the first time you went bowling? You most likely bowled a gutter ball and that’s bound to happen if you don’t know what you’re doing, right? The same concept applies to your onboarding. If people are using your product for the first time, they are not going to know what to do. “Think about how you can show them, how you can guide them through their experience,” Wes says. You can strategically get people to the point in the product where they need to be, so they can actually experience value.
Now a product bumper can only take you so far. The next, and final step, will steer your audience back to your product even if they lose track.
Conversational bumpers
It’s not uncommon that a prospect is distracted from your product. How do you bring them back? You can use email, SMS, and other such tools to get people and get them back onto that straight line. But the optimization and the golden nugget lies in not sending out the usual standardized mails, but personalized ones based on where the prospect is on that user journey.
Customer success as a function is evolving. The demands of the job are ever-changing and companies are constantly finding it difficult to innovate in the field. Consequently, given the complexities, hiring for a customer success role has become quite challenging.
So, we sat with Ari Hoffman, the director of customer success at Coveo to discuss this. Here’s what we learnt:
Empathise and grow
“Each individual contributor is going to play a part into the maturity of the total game.”
One of the factors Ari looks for in a candidate is his ability to grow within a team, and foster a collaborative environment. This is more of an attitude rather than a skill, and the attitude of putting customer over company over team over individual is a pivotal aspect to creating a successful customer success manager, Ari says.
Empathy ensures you provide a great experience to your customer, and also helps your team grow. If you’re not able to empathise from the customer’s perspective, the customer is not going to empathise with what you are trying to do.
Ari recalls Newton’s third law to stress this point. “If you try and force your customer to follow your practices, your message, you are going to be met with an equal amount of resistance to that type of change.”
So, the next time you want an ace customer success manager, look for someone who is empathising with the customer. Your customers will be magically open up to the suggestions and recommendations from your team.
Flexibility and Resilience
In a role like customer success one has to deal with a wide variety of internal and external customers. “You have to be able to jump from personality to personality to be able to handle them. You have to be nimble and flexible in those moments to be able to adapt to each situation,” Ari says.
Also, being resilient and having the ability to handle high-pressure demands internally and externally is crucial for a customer success manager.
“You’ve got your company on one side that’s pushing you towards the customer saying we need adoption, we need renewals, we need expansion, we need referrals. And on the other side, you have the customer taking jabs at you saying, well, this isn’t as accurate as what the sales rep sold us on, or we don’t have enough visibility into your product roadmaps.”
“You got to be flexible in order to understand the nuts and bolts of the demands from both sides,” Ari pointed out.
Great sales prospecting builds up to a great sales process. If you fail at sales prospecting, your whole funnel will crumble. Though a ton has been written about sales prospecting, it is really tough to get actionable tips. So, how to be great at sales prospecting?
It is quite obvious that many of the skills and competencies that are required to become an effective Field Sales Professional are also quite essential for the success for your Inside Sales Team. However, not withstanding their shared skill-set, Inside Sales Professionals must also overcome several unique challenges that Field Sales Professionals do not. As such, it is a must for Inside Sales Professionals to have specialized training to conquer these "challenges".
Our "Seven Critical Steps to Effective Inside Selling" course not only maximizes your ability to meet the needs of your existing customers, but also paves the way to engaging new prospects powerfully and profitably.
OBJECTIVES:
After this training course, participants will learn to:
1. Enumerate and explain the steps to proper pre-call research and the techniques to attraction selling
2. Identify the role their emotions play in their jobs in order to manage them effectively
3. Rank and manage their current and potential key accounts
4. Create concrete sales objective prior to making their calls
5. Define and apply the most effective contact methods when making calls
6. Utilize proper questioning techniques to qualify leads, handle objections, and close deals
7. Recognize win-win situations and effectively use these situations to win deals
You’ve done some research, you’ve deduced something about a CxO or his company, and you have a great sales pitch in hand. All you need is an audience with the CXO so you can tell him how your solution will fix his problems. But, you hit a roadblock: the CXO has an executive assistant who is coming in the way of your meeting the CXO. How do you handle this?
The first touchpoint that any customer has with a business, is customer onboarding. This being the case, it is only natural that it is a highly-prioritized aspect of any business. It is also one of the aspects that many companies struggle to optimize.
This is what our speaker for today, Wes Bush, founder of Product-Led Institute, is helping us demystify, with a framework that we can implement into our onboarding practices.
“It really comes down to that first five minutes,” Wes tells us. “When it comes to improving onboarding for any company, you only have those first five minutes to make or break that relationship.” In fact, in those first five minutes, you can lose anywhere from 40%-60% of everyone who signs up for your product, and it is therefore crucial that you optimize that experience.
Wes takes us through a simple yet effective framework, with three steps that will optimize your onboarding.
The bowling alley framework
This simple method is split into three steps:
Straight line onboarding
Product bumpers
Conversational bumpers
Straight line onboarding
The first thing that will help you significantly improve your first five minutes is boiling down on the minimum amount of steps that someone has to go through to really “strike out”, says Wes. “If you help them strike out in their very first experience, their chances of coming back to your product skyrocket.” And if you fail to do so, it becomes a lot harder for them to get back onto that straight line experience. So Wes tells us that it is absolutely imperative that we go through our onboarding experience with a fine-toothed comb, and keep only those steps that are absolutely necessary. Eliminate all the unnecessary steps so you give your customers a good experience.
Product bumpers
Remember the first time you went bowling? You most likely bowled a gutter ball and that’s bound to happen if you don’t know what you’re doing, right? The same concept applies to your onboarding. If people are using your product for the first time, they are not going to know what to do. “Think about how you can show them, how you can guide them through their experience,” Wes says. You can strategically get people to the point in the product where they need to be, so they can actually experience value.
Now a product bumper can only take you so far. The next, and final step, will steer your audience back to your product even if they lose track.
Conversational bumpers
It’s not uncommon that a prospect is distracted from your product. How do you bring them back? You can use email, SMS, and other such tools to get people and get them back onto that straight line. But the optimization and the golden nugget lies in not sending out the usual standardized mails, but personalized ones based on where the prospect is on that user journey.
Customer success as a function is evolving. The demands of the job are ever-changing and companies are constantly finding it difficult to innovate in the field. Consequently, given the complexities, hiring for a customer success role has become quite challenging.
So, we sat with Ari Hoffman, the director of customer success at Coveo to discuss this. Here’s what we learnt:
Empathise and grow
“Each individual contributor is going to play a part into the maturity of the total game.”
One of the factors Ari looks for in a candidate is his ability to grow within a team, and foster a collaborative environment. This is more of an attitude rather than a skill, and the attitude of putting customer over company over team over individual is a pivotal aspect to creating a successful customer success manager, Ari says.
Empathy ensures you provide a great experience to your customer, and also helps your team grow. If you’re not able to empathise from the customer’s perspective, the customer is not going to empathise with what you are trying to do.
Ari recalls Newton’s third law to stress this point. “If you try and force your customer to follow your practices, your message, you are going to be met with an equal amount of resistance to that type of change.”
So, the next time you want an ace customer success manager, look for someone who is empathising with the customer. Your customers will be magically open up to the suggestions and recommendations from your team.
Flexibility and Resilience
In a role like customer success one has to deal with a wide variety of internal and external customers. “You have to be able to jump from personality to personality to be able to handle them. You have to be nimble and flexible in those moments to be able to adapt to each situation,” Ari says.
Also, being resilient and having the ability to handle high-pressure demands internally and externally is crucial for a customer success manager.
“You’ve got your company on one side that’s pushing you towards the customer saying we need adoption, we need renewals, we need expansion, we need referrals. And on the other side, you have the customer taking jabs at you saying, well, this isn’t as accurate as what the sales rep sold us on, or we don’t have enough visibility into your product roadmaps.”
“You got to be flexible in order to understand the nuts and bolts of the demands from both sides,” Ari pointed out.
Great sales prospecting builds up to a great sales process. If you fail at sales prospecting, your whole funnel will crumble. Though a ton has been written about sales prospecting, it is really tough to get actionable tips. So, how to be great at sales prospecting?
It is quite obvious that many of the skills and competencies that are required to become an effective Field Sales Professional are also quite essential for the success for your Inside Sales Team. However, not withstanding their shared skill-set, Inside Sales Professionals must also overcome several unique challenges that Field Sales Professionals do not. As such, it is a must for Inside Sales Professionals to have specialized training to conquer these "challenges".
Our "Seven Critical Steps to Effective Inside Selling" course not only maximizes your ability to meet the needs of your existing customers, but also paves the way to engaging new prospects powerfully and profitably.
OBJECTIVES:
After this training course, participants will learn to:
1. Enumerate and explain the steps to proper pre-call research and the techniques to attraction selling
2. Identify the role their emotions play in their jobs in order to manage them effectively
3. Rank and manage their current and potential key accounts
4. Create concrete sales objective prior to making their calls
5. Define and apply the most effective contact methods when making calls
6. Utilize proper questioning techniques to qualify leads, handle objections, and close deals
7. Recognize win-win situations and effectively use these situations to win deals
If any of you are right for you, then you are in the right place. Starting and growing, your dream business is more than hard work and continuity. You get guidance from someone who has worked successfully in front of you.
12 Phrases B2B Sales Pros Should Strike from their VocabularyInsource Leads
Nails on a chalkboard, a cricket in the house… and clichéd sales conversation attempts have one big thing in common – they repel and annoy just about anyone on the receiving end. Want to avoid annoying your prospects and an outright rejection? Strike these obnoxious clichés from your sales vocabulary for good.
Jack-of-All-Trades? 4 Steps to a More Powerful Career Marketing StrategyExecutive Career Success
One of the greatest challenges facing executives is how to effectively market yourself when you’re a generalist, rather than a specialist. Here are 4 things to consider as you develop your career marketing strategy.
Intentionally creating a culture around sales-focused behaviors is imperative for sales organizations. We see many insurance agencies that need to find some of this discipline.
Are your beliefs holding you back from success?Travis Jenkins
#98 - In this episode, Travis has an inspiring talk with successful entrepreneur Tara Gilvar. Tara is the founder of B.I.G., and organization that has the goal of empowering and helping women in their entrepreneurial career. With the help of B.I.G. Tara has reached out to a lot of women who has the potential to start or grow their own business but are too apprehensive or unequipped to do so. She has helped them realize their dream as well as help more them connect with each other with the goal of sharing experiences and growing together in their business.
This episode also benefits both sexes since Tara and Travis laid out some guidelines and tips that can be applied by anyone to any business. Tara shares how she began her business with just a spark of inspiration and the drive to see it through to its completion. Tara also encourages entrepreneurs to put your ideas into action and always remind yourself of your goal to keep you on track as you grow your business. Also, surrounding yourself with people that are more knowledgeable and more experienced than you to provide you with the necessary lessons that will ensure success in your business, just like what her organization is doing for her clients. These are just some of the valuable things that you can find in this episode of the Entrepreneur’s Radio Show.
The Ultimate Guide to Professional Development for Marketing & PRThe Muse
Are you a marketer or PR professional who wants to be even better at your job? Or, just wondering what it takes to have a great career in the marketing world?
Look no further.
The Muse asked some of the best marketing and PR professionals out their for their secrets to success, and brought it all together in one place. Flip through for their practical tips and resources for upping your career game.
For exciting job opportunities, expert advice, and a peek behind the scenes into fantastic companies and career path check out the http://www.themuse.com. Everything you need to find a job and kick ass in your career.
Socrates vasiliades tax - 10 steps on how to establish a business accuratelysocratesvasiliadestax
Socrates Vasiliades tax group works together with local and national authorities to prevent accidents, illness and emergency situations, to rescue and assist people in emergencies quickly and competently and to rehabilitate people after illness and injury.
Customer portfolio growth ...starring Miss New Shiny-thingAndre Gien
Help me work with all the different customer personality types, so I can grow my portfolio. Look at all the work I have done with Miss New Shiny-thing.
Learn what are the primary things entrepreneurs should keep in mind before starting a business/startup? Idea, Product, Team and Execution are the four crucial things for startups. Know how to deal with these 4 important factors for your startup.
Straight Forward Sales. BNI Caislean PresentationStephen Mc Lean
Presentation to BNI Caislean chapter on 20th April 2016. Focussing on why members of the group can feel comfortable recommending Stephen Mc Lean as an estate agent and also to highlight some sales procedures and habits that can be applied to any business.
If any of you are right for you, then you are in the right place. Starting and growing, your dream business is more than hard work and continuity. You get guidance from someone who has worked successfully in front of you.
12 Phrases B2B Sales Pros Should Strike from their VocabularyInsource Leads
Nails on a chalkboard, a cricket in the house… and clichéd sales conversation attempts have one big thing in common – they repel and annoy just about anyone on the receiving end. Want to avoid annoying your prospects and an outright rejection? Strike these obnoxious clichés from your sales vocabulary for good.
Jack-of-All-Trades? 4 Steps to a More Powerful Career Marketing StrategyExecutive Career Success
One of the greatest challenges facing executives is how to effectively market yourself when you’re a generalist, rather than a specialist. Here are 4 things to consider as you develop your career marketing strategy.
Intentionally creating a culture around sales-focused behaviors is imperative for sales organizations. We see many insurance agencies that need to find some of this discipline.
Are your beliefs holding you back from success?Travis Jenkins
#98 - In this episode, Travis has an inspiring talk with successful entrepreneur Tara Gilvar. Tara is the founder of B.I.G., and organization that has the goal of empowering and helping women in their entrepreneurial career. With the help of B.I.G. Tara has reached out to a lot of women who has the potential to start or grow their own business but are too apprehensive or unequipped to do so. She has helped them realize their dream as well as help more them connect with each other with the goal of sharing experiences and growing together in their business.
This episode also benefits both sexes since Tara and Travis laid out some guidelines and tips that can be applied by anyone to any business. Tara shares how she began her business with just a spark of inspiration and the drive to see it through to its completion. Tara also encourages entrepreneurs to put your ideas into action and always remind yourself of your goal to keep you on track as you grow your business. Also, surrounding yourself with people that are more knowledgeable and more experienced than you to provide you with the necessary lessons that will ensure success in your business, just like what her organization is doing for her clients. These are just some of the valuable things that you can find in this episode of the Entrepreneur’s Radio Show.
The Ultimate Guide to Professional Development for Marketing & PRThe Muse
Are you a marketer or PR professional who wants to be even better at your job? Or, just wondering what it takes to have a great career in the marketing world?
Look no further.
The Muse asked some of the best marketing and PR professionals out their for their secrets to success, and brought it all together in one place. Flip through for their practical tips and resources for upping your career game.
For exciting job opportunities, expert advice, and a peek behind the scenes into fantastic companies and career path check out the http://www.themuse.com. Everything you need to find a job and kick ass in your career.
Socrates vasiliades tax - 10 steps on how to establish a business accuratelysocratesvasiliadestax
Socrates Vasiliades tax group works together with local and national authorities to prevent accidents, illness and emergency situations, to rescue and assist people in emergencies quickly and competently and to rehabilitate people after illness and injury.
Customer portfolio growth ...starring Miss New Shiny-thingAndre Gien
Help me work with all the different customer personality types, so I can grow my portfolio. Look at all the work I have done with Miss New Shiny-thing.
Learn what are the primary things entrepreneurs should keep in mind before starting a business/startup? Idea, Product, Team and Execution are the four crucial things for startups. Know how to deal with these 4 important factors for your startup.
Straight Forward Sales. BNI Caislean PresentationStephen Mc Lean
Presentation to BNI Caislean chapter on 20th April 2016. Focussing on why members of the group can feel comfortable recommending Stephen Mc Lean as an estate agent and also to highlight some sales procedures and habits that can be applied to any business.
The Radical Sales Shift - The Leaders & Lessons 1-5 - Part 3The Mezzanine Group
The Mezzanine Group's founder, Lisa Shepherd, shares insight into her book, The Radical Sales Shift. This is the third in a five part series. Part three explores the leaders in B2B marketing and the first five lessons on how to use marketing to grow sales in B2B companies.
The Mezzanine Group's founder, Lisa Shepherd, shares insight into her book, The Radical Sales Shift. This is the last in a five part series. Part five explores lessons 13-20 in her book.
Elevate Your Sales Performance.
To become an elite sales professional, you must elevate your presence and establish yourself as a top performer. In the new IMPAX eBook, “6 Strategies to Maximize Sales Results,” co-authors, Brittany Shonka, Amy Franko and Jen Miller provide tools and insights to help you make the leap
PMaps Case Study_Psychometric Visual Assessment_Visual test_Gamified AssessmentPMaps Assessments
PMaps Case Study_ A Leading Retailing Company....
We provide assessments for customer service assessment, sales assessment, managerial assessment, high potential assessment, channel sales assessment
To know more about psychometric assessments, visit our website!
PMaps Case Study_ A Leading Retailing CompanyPrajakta825300
Our team comprises a group of seasoned psychologists and OB practitioners with over two decades of experience in the field of industrial psychology. Additionally, we have statisticians and IT experts on board to ensure seamless execution for our clients.
We have the privilege of receiving guidance from a prestigious Asian Psychology Association in developing our visually-based competency framework.
What makes our platform truly unique is the utilization of pictures to measure personality traits. Compared to traditional assessments, our evaluations are three times faster, leading to reduced hiring time and enhanced hiring quality, particularly beneficial for customer service and sales-driven organizations. If you're looking to hire front liners, we offer a scientifically-designed assessment to expedite and improve your hiring process
The Mezzanine Group's founder, Lisa Shepherd, shares insight into her book, The Radical Sales Shift. This is the fourth in a five part series. Part four explores lessons 6-12 from her book.
Powerpoint "Bagaimana menjual Scrum ke Managemen" pada saat meetup Komunitas Scrum Indonesia Chapter Bandung pada tanggal 25 September 2018 di Agate.id Bandung.
Didasari bahwa meskipun kamu mungkin yakin sepenuhnya tentang manfaat Scrum, kebanyakan masih sulit buat kamu untuk meyakinkan manajer atau boss dikantor untuk membuat perubahan pada proses yang sudah biasa.... Karena Eksekutif secara alamiah biasanya menolak risiko, wajar jika mereka menyukai status-quo dan kepastian, dan mereka (mungkin) melihat Scrum sebagai sebuah risiko daripada solusi.
Padahal, satu penyebab utama kegagalan Scrum adalah kurangnya dukungan dari Top Managemen. Tidak mudah memang untuk mendapatkan support dari mereka, terutama karena mereka memiliki pengalaman pengembangan software secara waterfall selama bertahun-tahun.
Pada ppt dan sharing session dibahas tentang, WHY, HOW and WHAT kita bisa "menjual" atau mempersuasif pihak managemen agar tidak sekedar mengimplementasi Scrum tapi juga mengadopsi Scrum Framework dan Agile Mindset tidak hanya di team IT division tapi beyond that ke company.
B2B Solutions' Sales success simplified. Follow this path to make success repeatable and profitable consistently.
This presentation was created leveraging my 20+years of living and practicing these success-steps and harnessing them all at www.interactiveye.com : a business tranformation and digital marketing innovation consulting firm. Cheers anshumali@interactiveye.com
Similar to How to hire and upskill salespeople (20)
You have your flagship product in place, and have garnered a swathe of customers who love your product. You now start building additional features, or even new products, and want to start cross-selling or upselling them to your set of loyal customers. How do you do that?
While companies put in a lot of effort to keep their customers happy and satisfied, more often than not, they do not realize that they need to keep their employees engaged and happy. After all happy employees result in happy customers. So, how can a company go about planning their employee engagement strategy?
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2. Hiring freshers for sales
The qualities to be looked for are,
● Drive – does the person have the drive?
● Right Nature - Sales requires empathy. A salesperson's job demands dealing with different
kinds of people. Does the potential hire have the emotional intelligence to deal with this?
● Acumen- One needs to gauge if the person is naturally curious and intelligent enough to
become an expert and develop the right business acumen.
3. What candidates look for in companies
● Is the problem you solve really inspiring?
● Will you provide the infrastructure, onboarding, training, and leadership for them to become
the best version of themselves?
● If that’s there, can they make lots of money and grow as well?
If the answer to all the above questions is a ‘Yes’, you are a great place to work
4. The stages of upskilling
● Stage 1- When new sales hires are just starting, their confidence is high but their skill set is low. They are
eager to make a mark.
● Stage 2- Their confidence is dipping/low because they realize they still haven’t made a dent and their skill
set is still low.
● Stage 3- They have been there for a while. They have received enough training and have developed their
skills. Their confidence is increasing, but they are not sure if it was luck or them
● Stage 4- They are high on confidence and skill set.
5. Looking to read it as a blog? Here you go…
How to hire for SDRs-
http://bit.ly/2CtutQV
6. A word of caution
Companies need to be careful when the hire is in stage 2 and stage 4. At stage 2, the person
might want to leave as they are feeling low, while at stage 4, they might want a change as they
are bored
7. Hiring, upskilling, and retaining sales folks is no easy task and
requires a well thought out process to make it work.
8.
9. Other interesting posts you would love reading
● How to be better at sales prospecting - http://bit.ly/2lg6Iqp
● The magic triangle to sell more - http://bit.ly/2ljg98w