Vital to Your Success: The Roles of the Inside Sales Manager

The role of the Inside Sales Manager is a critical function. Unlike many other jobs with the term "manager", an inside sales manager is dependent on others to achieve their goals. They accomplish their goals through others. They are several roles an Inside Sales Manager must play. Among them are:

Developer
A great Inside Sales Manager knows the value of developing their staff. Keeping people at the same level of performance and responsibility is boring for many and ultimately dissatisfying for most. Developers make a point to cultivate the skills and potential of their staff. They take the time to help their staff both individually and collectively obtain the skills they will need to be successful at their jobs. 

Inside Sales Manager knows the value of developing their staff. Keeping people at the same level of performance and responsibility is boring for many and ultimately dissatisfying for most. Develops make a point to develop the skills and potential of their staff. They take the time to help their staff both individually and collectively develop the skills they will need to be successful at their jobs.  A great developer provides formal and informal opportunities for learning and development. They give greater responsibilities were appropriate ty & possibilities for growth

 A great developer provides formal and informal opportunities for learning and development. They give greater responsibilities where appropriate and activity look for possibilities for growth.

Coach
A coach makes sure that each person on their team is working to their potential. Coaching is generally done on a one on one basis. Spends time helping to hone skills then reaps rewards of increased sales just as an athletic coach wins more games.

Coaches take the time to discover what works and doesn't for each individual reporting to him. This is an individualized approach. It requires paying attention to what the rep says on the phone and  what they do not. Observing work habits and not being afraid to say something.

Yes, I've used the work "afraid" Many managers fail at coaching because they are afraid. Perhaps they've not been trained for it. Perhaps they dislike confrontation. There are many reasons manager fall down on the job when it comes to coaching.  Think of it as a sales situation. Map out your goal and the best way to achieve it. Just like each of your prospects and customers are different, so are your sales reps.

Get the best out of them by spending time with each and modifying - individualizing - your approach. 

Relationships

Creating relationships with other people is always worth our while, whether for comfort, commiseration, sharing or just having fun. It's the same in our professional associations. When we're there for others, they'll be there for us. Taking the time to cultivate our contacts and create connections takes time but invariably it pays off. Maybe not today, but you never know where a business relationship leads you... to an additional sale, to a great job offer, to a mentor...it's always worthwhile.

Here's a great quote:

"Difficulties are meant to rouse, not discourage. The human spirit is to grow strong by conflict."
William E. Channin

Customer Service Tips for Meet & Greets from Dale Carnegie Blog

I usually don't post articles here, but this caught my eye. Basic but important:

Customer Service Tips for Meet & Greets | Dale Carnegie | Dale Carnegie Blog

What are your thoughts?

Good Service = Good Manners

In my travels a few summers ago, I found myself in Williamsburg, VA and couldn't resist the book sections of the gift shops. My find? George Washington's Rules of Civility. I'd wanted to read it for quite a while.

The back story to this book is that as a school boy, George Washington wrote out a list of "rules" for behaving with civility in all circumstances. These were rules copied from earlier sources. It was important to him, as for many others of his time, to be seen as a gentleman with good manners. It was recognized that how we behave towards others shapes how others behave towards us. These rules continue to make sense today.

See, here's the thing. It's about civil behavior regardless of our positions. It doesn't matter whether we're the customer or customer service rep (or whatever title is used for the employee who must deal the the public.) Whatever happened to the notion of being nice to one another simply because we're human beings? Too many people feel it's OK to behave badly towards others if the other person hasn't shown them proper respect. That this makes it OK to behave badly toward them. We should respect each other simply because human beings deserve kindness and respect. We behave with civility towards each other because civility in the end, is what keeps society civilized. See the similarity of the words civility and civilized? There's a reason for that. We should be polite to each other because it's the correct thing to do, not because we're paid to do it or we think we'll get extra benefits or attention because of it.


Here's some "rules" that are as timely today as 250 years ago. My own comments are in parentheses.

• Every action done in company ought to be with some sign of respect to those that are present.

• Sleep not when others speak. Sit not when others stand. Speak not when you should hold your peace. Walk not when others stop. 

• Read no letters, books or papers in company; but when there is a necessity for doing so, you must ask leave. (See, it's ALWAYS been rude to text at the dinner table) Come not near the books or writing of another, so as to read them, unless desired; nor give your opinion of them unasked. Also look not when another is writing a letter. (...because it's not your business)

• Show not yourself glad at the misfortune of another, though we were your enemy. (It's not necessary to gloat)

• When a man does all he can, though it succeeds not well, blame not he that did it. (In other words, even though something did not work out as planned, we should still appreciate the hard work that went into the effort.) 

• Labor to keep alive in your breast that little spark of celestial fire called conscience.

Answer the Phone! A few quick tips...

A few quicks tips to start your inbound call correctly and confidently.....

We take it for granted. The phone rings, we pick it up, we might say our name, and we might not. We might only say hello and wait for the other person to speak. Using the right technique when answering your telephone will start your conversation and your interaction on a positive note. Here's a few points to keep in mind.

When answering the telephone, it is important to impart certain pieces of information at the beginning of the call, such as your department or company name, your name and proactively show a willingness to help. If you call my office, you'll hear me say "KRG Communications Group, Jo Ann Kirby speaking. How may I help you today?

Notice the use of both first and last names in the introduction. The caller needs to know and should know - up front - specifically whom they are dealing with. There may be more than one dperson with your first name. Always use both your first and last names when answering the telephone. Both names makes it easier for people to remember you. Ultimately, however, using your full name is a sign of professionalism and pride in your work.

I like to use the phrase "How may I help you. If you just ask, "May I help you?" don't be surprised if some one takes you literally and says "I sure hope so - that's why I called!" People who call your company are looking for information or help of one sort or another. Be proactive and show your willingness to help at the outset of the conversation.

Also, saying "How" may I help you, helps the customer focus on what's important. You're asking for a specific. Rather than get a rambling response, you get a focused request for action. This makes it easier for you to respond appropriately and make the most efficient use of your transaction.

Service as Manners

I had a thought about customer service training I wanted to share. At lunch today, I was discussing the idea that good service boils down to good manners and proper etiquette. Later, my thoughts took the idea further. If we are to work under the assumption that the basic interpersonal skills used to provide service spring from good manners, doesn't it follow that these skills are actually taught in childhood by parents and other authority figures?

In other words, we need to ask ourselves if we have raised well mannered children. If we haven't, perhaps we are getting the service we deserve.