First Steps to Effective Sales Planning

Posted by Dave Kahle on December 9, 2014 under Sales Training | Be the First to Comment

By Dave Kahle

Adapted from Take Your Performance Up a Notch, Chapter 3, by Dave Kahle.

Most sales people love to be active – out in their territories, seeing people, solving problems, putting deals together. This activity orientation is one of the necessary characteristics of a sales personality. A day sitting behind a desk is their idea of purgatory.

Unfortunately, this activity orientation is both a strength and a weakness. Much of a sales person’s ability to produce results finds its genesis in the energy generated by this activity orientation.

But it can be a major obstacle. Far too often, sales people are guilty of going about their jobs directed by the credo of “Ready, shoot…aim.” The luxury of this kind of unfocused activity is a casualty of the Information Age. In order to be effective, sales people must be focused and thoughtful about everything they do. Activity without forethought and planning is a needless waste of time and energy.

And the most important part of the job to think about is the time they spend in front of their prospects and customers. Of all the different parts of their job, there is nothing more important to think about – nothing more important to plan – than that one thing.

For most sales people, if they were to make a list of everything they do in the course of a day, and then considered each of the items on the list, they’d likely discover that almost everything they do can be done cheaper or better by someone else within their company. Someone else can call for appointments cheaper or better than the sales person. Someone else can more easily check on back orders. Someone else can fill out a price quote, write a letter, or deliver a sample, cheaper or better than most sales people. In fact, it’s likely that the only thing a sales person can do that no one else in the company can do cheaper or better is interact with the customers. It’s the face-to-face interactions with customers that define the value they typically bring to the company. If it weren’t for that, your company would have little use for sales people.

So, the face-to-face interaction with the customer is the core value sales people bring to the company. Yet, most studies indicate that the average outside sales person only spends about 25 – 30 percent of his/her work week actually face-to-face with the customer.

In the light of that, doesn’t it make sense to spend some time planning and preparing to make that 25 – 30 percent of the week the highest quality you can possibly make it? Of course it does.

Planning Principles

Mastery of this practice is built upon several powerful principles. Here’s the first:  Good decisions require good information.

CRM is a dynamic system that is constantly processing, storing and using new information.

It’s the Information Age, remember. And that means, if you’re going to be an effective professional sales person, you must collect, store, and use good information. You can’t make effective plans if the information on which you build those plans is faulty or sketchy.

If you were going to build a home, for example, you’d want to know about the nature of the ground on which the home was to be built. You’d need to have a good idea about what kind of weather conditions the home would be enduring, what the building codes were, what materials were available and what they cost, and what kind of skilled workmen were required. The list could go on and on. The point is that you wouldn’t be able to build a home very effectively if you didn’t have good information on which to base those plans.

The same principles apply to building a home as well as delivering effective sales performance. In both cases, good planning requires good information. It may be that your company provides you all the information you need. But, it’s more likely they don’t. If you’re going to work with good information, you must be the one who collects that information. That means that you must create systems to collect, store and use the information that will be most helpful to you. Since our world is constantly producing new information, the system you create isn’t something you do once and forget. Rather, it must be a dynamic system that is constantly processing, storing and using new information.

The Information-Collecting Process

Creating and maintaining your system is a matter of following several specific steps. Here’s the process:

1. Create a list of the categories of information you’d like to have.

2. Working with one category at a time, brainstorm a list of all the pieces of information you’d like to have within that category.

3. Develop a system and some tools to help you collect that information.

4. Store it efficiently.

5. Use it regularly.

Step One. Start by listing the kinds of information you think will be most useful to you.

Think about your job and determine what kinds of information you’d like to have to help you deal effectively with your customers. Here’s a partial list that would fit most sales people:

  • Information about your customers and prospects.
  • Information about your competitors.
  • Information about the products, programs and services you sell.

You may have a number of other categories, but this is a basic list with which you can begin.

Step Two. Once you’ve categorized the kind of information you’d like, you can then think about what information would be ideal to have in each category.

Start at the top and work down. Look at customers and prospects first. What, ideally, would you like to know about them? Some typical pieces of information would include information about the account’s total volume of the kind of products you sell, the dates of contracts that are coming up, the people from whom they are currently buying, and so forth. All of that seems pretty basic. However, most sales people have no systematic way of collecting and storing that information. So, while you may occasionally ask a certain customer for parts of it, you probably aren’t asking every customer for all the information. And, you’re probably not collecting it, storing it, and referring to it in a systematic, disciplined way.

Do you think your competitors know exactly how much potential is in each of their accounts? Do you think they know other pieces of useful information, for example, how many pieces of production equipment each customer has, and the manufacturer and year of purchase of each? Probably not. If you collect good quantitative marketing information, you’ll be better equipped to make strategic sales decisions and create effective plans. For example, you’ll know exactly who to talk to when the new piece of equipment from ABC manufacturer is finally introduced. And, you’ll know who is really ripe for some new cost-saving product that’s coming, or the new program your company is putting together.

You may currently be doing a so-so job of collecting information. It’s like golf. Anyone can hit a golf ball. But few can do it well. Anyone can get some information. Few sales people do it well.

Step Three. Develop a system and some tools.

The single most effective tool is an account profile form. It’s an incredibly effective tool that generates and organizes some of the most powerful processes.

Read about the power and process of an account profile form in the expanded version of this article here.

Step Four. Store it efficiently.

You may have done a great job of collecting information, but if you’ve stored it on old matchbook covers, coffee-stained post-its, and the backs of old business cards somewhere in the backseat of your car, it’s probably not going to do you much good.

If you’re computerized, then your computer can be the super tool that allows you to efficiently store the information. If not, you’re going to need to create a set of files (yes, manila folders!) in which to store your information.

Step Five. Use it regularly.

Before every sales call, review the information you have stored. That review will help you make good decisions about each aspect of the sales call. Likewise, review the information as you create your annual goals and sales plans, when you create account strategies, and when you organize and plan your territories.

As you can tell, an account profile form is a master tool that holds all of this together.

Copyright MMXIV by Dave Kahle

All Rights Reserved

About the author:

Dave Kahle is one of the world’s leading sales authorities. He’s written twelve books, presented in 47 states and ten countries, and has helped enrich tens of thousands of sales people and transform hundreds of sales organizations. Sign up for his free weekly Ezine. Check out our Sales Resource Center for 455 sales training programs for every sales person at every level.

You may contact Dave at 800-331-1287, or dave@davekahle.com.

Photo credit: stuart miles/freedigitalphotos.net

Managing Customer Relationships Doesn’t Have to be a Chore

Posted by Commence on October 19, 2012 under CEO Corner | 2 Comments to Read

Building quality customer relationships is critical to maximizing the lifetime value of your customers and with the right customer management software this doesn’t have to be a chore.

Hi-tech robot vacuum cleaner

The key to building quality customer relationships is ensuring that all employees have immediate access to the data they need when a customer calls. Today’s customer management software solutions offer the ability to capture, manage and share vital customer information with the people who need it to provide world-class customer service.  Using a single consolidated database of customer information allows both sales and service personnel to access a complete 360 degree profile of customer information including what they purchased, when they purchased it, and if they have had any service history associated with the purchase.  More importantly the information is current and consistently updated by the people who are interacting with the customer.

While some businesses attempt to manage their relationships using Microsoft Outlook and an Excel spreadsheet, the problem is that the information cannot be shared or easily updated.  Sure you can send over a copy of the spreadsheet to your staff, but it will be obsolete ten minutes after you send it and require each staff members to update it and forward it back to all employees. This is quite a task and completely inefficient.

Customer Management software solutions are available for small, mid-size and enterprise level organizations, and are not only affordable but easier to use then they were several years ago.  A simple search of Customer Management Software or Contact Management software will provide you with a list of available companies and systems.

Image “Hi-tech robot vacuum cleaner” by Mark H. Evans on Flickr under Creative Commons license.

Sales Best Practice #6 – Plans every sales call

Posted by Commence on July 10, 2012 under Sales Training | Be the First to Comment

Improve your customers' buying experience

Planning every Sales Call is a Best Practice

A best practice for sales people by guest poster Dave Kahle, author and leading sales educator.

By Dave Kahle

It continues to amaze me that so many sales people shuffle into most of their sales calls with very little, if any, prior planning. I suppose that is why this is one of the practices of the best.

Most surveys of how field sales people really spend their time conclude that the typical sales person spends somewhere between 20 to 30 percent of the work week actually talking with customers. Just think about it – that time spent with customers is the heart of your job.  Of all the things that you do in a typical work week, of all the tasks that you perform, nothing is more important than that!

Without time spent with your customers, your company would not need to employ you. Everything else that you do is either a result of, or in preparation for, your person-to-person sales times.

Combine that with the growing pressure on your customers to make good use of their time, and you have tremendous pressure on sales people to manage an effective, purposeful and valuable sales call.

How can you possibly do that without spending time preparing for it?  The answer is, of course, that you can’t.

That’s why the best sales people meticulously plan every sales call.  That planning process brings greater value to the customer, and greater return to the sales person.

Sales Cold Calling Tips

What’s involved in planning a sales call?  Typically, a well planned sales call has these components:

  1. A set of objectives for the call.
  2. An agenda.
  3. A set of questions, prepared for the situation
  4. All the necessary material and collateral (literature, samples, etc.).
  5. A variety of “next steps” the customer can take as a result of the call.
  6. Time spent reviewing the account profile and/or personal profile previously compiled on this customer.

Sounds a bit arduous doesn’t it?  Clearly this takes some time.

In my first full time sales position, my manager shared some advice with me that has stuck with me ever since.  “Spend 20 percent of your time preparing for the other 80 percent.”

I’ve followed that rule ever since.  It means that you discipline yourself to invest the necessary planning time for every sales call.  Then, the time you spend in conversation with your prospects and customers will be valuable to them, and valuable to you.

To shrug it off and make a sales call that is unplanned, unfocused and unorganized is to waste your time and your customers’.

That’s why the discipline of thoroughly planning every sales call is a best practice.  Those sales people who don’t strive for mastery of their jobs inevitably slide away from the discipline to do it the way the best do it.  Consistent, disciplined behavior – that’s what separates the best from the rest.

To learn more about this, visit the Articles section of the website (www.davekahle.com) and read this free article:  “One of the Emerging New Rules of Sales – The Value-added Sales Call.” If you are a member of The Sales Resource Center®, check out Pod-1:  Target Laser-Sharp Sales Calls; Pod-28: Strategic Planning for Sales People; and Pod-38: Mastering the Creative Cold Call.

Copyright MMXII by Dave Kahle
All Rights Reserved

Commence Takes Contact Management Software to the Next Level – Attracts Users of Act, Maximizer & Goldmine

Posted by Commence on January 20, 2012 under CEO Corner | 2 Comments to Read

Inverted Cheerleader PyramidCRM software provider Commence Corporation has added new functionality to their cloud based CRM software that is attracting users of traditional contact management products.  What is unique about Commence is the ability to manage information at the account level or the contact level with the click of a button.   Traditional contact management software products require the end user to enter contact data followed by the account they are related to.  Commence enables you to add an account then add all the related contacts in one area. This allows you to select an account and view all of the related contacts on one screen.  It’s a much more efficient way to manage customer information.  In addition, under the account view you can capture multiple addresses, notes, e-mail history, sales opportunities, pending and completed activities, documents, and project information all on the same screen.  An added feature is an automated organization chart that graphically displays all contacts, who they report to along with their title and e-mail.

Companies that are still using desktop contact management software are looking for the next generation of software that provides additional functionality, better reporting, and anytime anywhere access to data via mobile devices.  Commence CRM’s robust functionality coupled with its ease of use and affordability has proven to be a nice step up for companies still using desktop contact management programs.

[Image "Inverted Cheerleader Pyramid" by Steve Jurvetson on Flickr under Creative Commons license]