What is the most common mistake people make
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Hardly any employee in a company is as transparent as a salesperson. Its numbers are like grades - it is easy to see who is good and who is not. All too often, salespeople then have to give an account: Why is the average order value so low? Why are the given discounts so high? Why are we losing more customers than adding new ones? But instead of salespeople getting help and support, many executives apply pressure. The question is, how do salespeople and managers - be it the entrepreneur himself or the sales manager - deal correctly with mistakes in sales or rather in communication with one another? The following ten tips might help:
Mistake 1: Expectations are not clarified
People need to know exactly what is expected of them. If a salesperson doesn't know to do A, B, and C, then maybe they'll do it somehow, but probably not with full vigor. This is why salespeople need clear goals: What numbers are they measured against? What is expected of them?
Error 2: It is only required, but not funded
Very few people are naturally highly motivated and do their job outside of their normal working hours. For example, by reading a sales guide or watching educational videos on YouTube. Therefore, employees in sales must be shown very clearly how they can meet expectations - with sensible instruction and assistance, with seminars and coaching. Whether this is during working hours, on the weekend or after work cannot be answered across the board.
Mistake 3: Too little transparency
Salespeople need to know whether or not they are on target with what they are doing. It is not enough to communicate what the individual employee has achieved at the end of the month. If the numbers are communicated daily or at least weekly, everyone knows whether they can continue as before.
Error 4: Countermeasures are not taken in time
As soon as it is foreseeable that a seller is leaving his target course, he must be spoken to. And not according to the motto "When will you finally start to work?", But rather "What is missing so that you can achieve the goal?"
Error 5: Errors are not addressed openly
Anyone can lose a customer at one point or another. The seller is not always to blame for this. The fact is, however, that many salespeople - as soon as a tendency towards migration can be recognized - are reluctant to seek a conversation, neither with the customer nor with the manager. That is why all those involved must be encouraged to start a conversation just then and as quickly as possible in order to find solutions - or at least to learn from them.
Mistake 6: Everyone lives in their own world
Everyone in the company, be it marketing, accounting or development, has to keep an eye on customer benefits. Regular discussions not only with the salespeople, but also with the customers are helpful for this. Then the service portfolio really becomes a common cause and prejudices and isolated solutions are reduced.
Mistake 7: Only salespeople get incentive wage components
If the salary of salespeople is linked to sales, contribution margins or other key figures, the majority of them automatically think and act differently. If departments such as marketing and product development were financially measured against the same benchmarks, possibly less intensively but clearly, this would increase customer orientation considerably - and prevent flops and dissatisfaction both internally and externally.
Mistake 8: Holding on to the wrong ones
Some customers, like some employees, simply do not fit the company. So why, after unsuccessfully showing ways and bridges to a common future, not end the relationship if it makes no sense for both sides or if the ideas diverge too far?
Mistake 9: Too much striving for harmony
Everyone has to be able to say when something goes wrong. If the criticism is objective and solution-oriented, everyone should be grateful for it. After all, a company is not an end in itself, but can only exist if everyone pulls together - and inspires customers for their offer. Unfortunately, in some companies there are considerable deficits in information and thus opportunity deficits due to too large a cuddle course.
Mistake 10: Defiance and principles
No matter what happened - it has to be good again! Just because a customer goes to a competitor doesn't mean that the seller should end the contact forever. And if you have made a mistake in the word with colleagues, everything should be neutral again after a short discussion. Despite or wrongly practicing principles, no company or person can advance - only the competitor.
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