Posts Tagged ‘Customer Engagement’

THE HEAD SALES COACH…Coaches understand if they want to win they can’t focus on the score. Instead they have to identify the causes that produce the score they want and get busy coaching and managing those causes. Sales leaders who coach, win, because the ABCs of Sales Leadership are Always, Be Coaching!

Are you running a sales organization or managing salespeople? Are you an executive who needs to improve your comIMG_3412pany’s sales results? It’s fairly simple, even easy, to identify the sales you want or need to produce. However, sales are a result, and results can’t be managed anymore than the score can be managed. When you wait until the results are in, it’s too late. Increasing sales requires identifying the causes that produce sales and begin coaching and managing those causes.

The first thing to acknowledge is that salespeople are performing artists.  Just like athletes, actors and musicians they need direction, leadership and coaching to produce their results. Once you acknowledge this, you can begin to understand the importance and priority coaching plays in your organizations sales success. In fact, you’ll start to understand what’s missing in most sales organizations. THE SALES COACH!

Here are some key areas and specifics you can get started implementing if you’re going to stop being a frustrated traditional sales manager and become a successful sales coach.

PERFORMANCE CULTURE…Instilling an attitude that sales is a performance art will be a key to your success. Building a team of passionate salespeople who care about customers and helping people while being an advocate for the profession of sales will require the full force of your will. Turning mediocrity into excellence always does. You’ll need a firm belief that you are working to leave a legacy, not just working to produce sales numbers. The focus on making customers, instead of sales, can help make this possible by creating a higher purpose in your sales philosophy. I used to advise my clients to only hire people with a passion to be their best and an exceptional work ethic. This doesn’t work any longer because you won’t find enough people with these traits because we’ve experienced too much of a deterioration in what’s considered average. Our standards have eroded.  You’ll need to be prepared to inspire and develop salespeople to learn grow and become peak performers.

RECRUITING & TEAM BUILDING…Do you know your next salesperson? Do you have a bench, feeder system or know where to look for your next salesperson? A sales coach’s first action should be to recruit salespeople. This has three distinct purposes. First, performers should know if they don’t perform they can be replaced. This will help instill a performance culture in your sales team. Second, you need to find the people you believe you can coach, teach and train. Third, you want to hire differently than your competition to increase your chances of coaching a winning sales organization loaded with top talent.

COACHING IS ADJUSTING ATTITUDES…Attitudes produce actions that generate results. Attitudes are dominant thoughts Attitude Is A Magnetand beliefs that make up a person’s state-of-mind. Salespeople need a superior state-of-mind to improve their ability to perform at their peak consistently. Sales Coaches manage attitudes that creates the atmosphere or culture of their sales team. This requires personal contact daily with your salespeople to check their attitude. This will give you the time to support the people with positive attitudes, coach up the one’s who need it and make sure they are prepared to perform to their peak.

TEACHING SKILLS & KNOWLEDGE…Sales Coaches are always teaching. They teach to improve the skills and knowledge of their salespeople. They train salespeople by holding them accountable to learn and improve. Training is what your salespeople do and it’s a Sales Coaches responsibility to insure their salespeople train to stay in sales shape. Being a teacher and trainer is an ongoing part of being a Sales Coach.  So, Sales Coaches have to study, learn and grow constantly if they are going lead their team to success. Regularly scheduled sales education are a coaches responsibility. Creating a culture where change, learning and growth are a habit of all salespeople is the real requirement for sustained success.

MANAGING & TRAINING ACTIONS…Managing actions is the exercise of assigning and monitoring the work of your salespeople. The salespeople who don’t want to improve won’t like being held accountable and they’ll often call this micro-management. It’s not micro-management, it’s responsible Sales Coaching. There are two distinct purposes for monitoring work. The first is accountability. The second, and most important, is to create real life opportunities to coach attitudes, teach skills and knowledge while assigning actions to be taken that you can monitor and do this all again. This is the circle of coaching, teaching, training and managing to coach teach and train that will produce the improved results you desire.

These are the actions of successful coaches first taught to me by my father Charles Moore, a successful football coach, added to and reinforced by John Wooden in one-on-one sessions with me. They have been implemented, developed and constantly proven in real life environments during my career for over 38 years. In addition, I have been successfully coaching, teaching and training sales managers and executives using these for over 20 years. They are the skills that successful sales coaches master and practice daily. Peak performing sales management and coaching are often the missing link in a companies sales organization. Get started Coaching today and don’t let that be the case in your company.

By Mike Moore

Selling is a journey and not a process or something to be done to or even for people. Selling must be done with people after a connection of trust and confidence is made. When selling is practiced as a process people resist or are reluctant to participate. The connection needed to help, serve and do what’s best for the buyer is lost or never made at all when you are trying to take them through your sales process.

Become The Buyers Guide

To be a successful salesperson you’ll need to sell with people, because selling is a journey…The buyer’s journey or their process. So, the first step in selling is being invited to be the buyer’s guide. To do this you’ll have to connect with them so they feel confident enough to invite you and that requires you to be a likable, trustworthy, expert.

Most people admit that when they go shopping for anything that cost more than a few hundred dollars they’ve already decide to buy…They just want help confirming their decision and a better understanding of what to expect after they buy it.

The Question…Why would the buyer invite you to be their guide on their journey or buying process?

The Answer…Trust and aligned intentions, and they can be achieved by taking the next 7 steps.

1) Be mindful that they choose you to be their guide. It’s not up to you but their decision will be based on your attitude, actions and skills…’your behavior’. Most importantly, all of these are driven by your intentions. Once they do choose you, you’ll have to keep earning their trust and confidence by being a ‘good guide’ that puts their issues before yours. If your intention is to sell them, they won’t trust you enough to allow you to guide them. If your intention is to guide them to what’s best for them…they’ll allow you the privilege of being their guide.

2) How do you know you are the guide…Trust your instincts…Are they following your instructions, advice and direction? Listen, watch and feel for any sign they aren’t moving with you and…

3) When they aren’t moving with you, you have to reconnect…You reconnect by asking what’s wrong or where you got off course to uncover why you lost them and get back on their journey…Why are we not moving in the same direction? Remember it’s about serving people not trying to please them…It’s about their issues and next step, not yours. It’s about their reasons they are buying, not yours.

4) Remember, sometimes you aren’t the right guide for them but that should never be more than 15% to 20% of the time…80% to 85% of the people you have an opportunity to do business with can and will choose you as their guide if you make their ‘why’ they’ll buy, more important than yours (making a sale). Then you can find out if what you’re selling is best for them…the destination where they want to end their journey.

5) It’s imperative to understand you’ll only know their ‘why they’ll buy’ and be able to guide them if you stay connected, so they feel comfortable communicating openly and honestly with you and this happens when you align your intention with theirs…They won’t open up and share if they don’t trust your intentions.

6) Like any guide…it’s your job to safely guide them to the final destination they want. When it isn’t going that way, engage them as to why you aren’t in the same place but remember it’s not your job to choose the destination just guide them to theirs. Remind them you’re there to help them but it’s got to be more than words, it has to be your real intention to help, serve and do what’s best for them or they will feel your insincerity and disconnect.

7) Keep moving in the same direction, stay at the same destination with them until they are ready to move. Buying isn’t always a smooth journey, as we all know, but if you keep coming back to their destination each time it feels like you aren’t connected, then you can help them reach their final destination more often. Make them a customer, not just a sale, and making customers will increase your sales.

By Mike Moore

Tired of the traditional sales training and the dysfunctional buyer and seller relationship that exists today? Do you really want to deliver a world-class customer experience? Are you ready to stop complaining, making excuses and do something different to change your results? Or, are you not convinced it’s really that bad?

Studies keep revealing what anyone in sales, who’s honest with handshake-respect
themselves, already knows…Buyers don’t like, trust or believe salespeople, and salespeople don’t respect or trust buyers to make good decisions.

So, do you really think it’s a good plan to keep teaching and training salespeople to do what they’ve been doing to create this existing dysfunction? You can keep doing what you’ve been ding, work harder and complain about your results, or you can make real changes that will result in a new healthy relationship that benefits both the buyer and the seller.

Remember that change is inevitable but improvement is a choice that requires new thinking, attitudes, skills, actions and leadership. Sales leaders make real change while sales managers work hard at managing the existing dysfunction. A sales leader is a compass always pointing towards improvement.

So, if you’re going to be a sales leader your purpose needs to shift from traditional sales intentions to healing the existing relationship between buyers and sellers. If you are going to do this you’ll have to believe it will produce dramatic sales results.

You’ll need to try a new approach, one that will develop your salespeople into likable, trustworthy, experts, who become more helpful, caring and courageous.

If you are or want to become that sales leader, the one who can make a real difference, contact me and let’s get started. Let’s make your next event, workshop, seminar or training session a breakthrough event that produces new levels of sustainable success!

By Mike Moore

Selling isn’t something you do to people, it’s not something you do for them either. Most salespeople are busy talking at people, making presentations or asking questions to try and figure out how to sell them their product or service. I’ve been asked often, “What’s wrong with that? Isn’t that the purpose of selling?” My answer is an empathic, “No!”

Selling is something you need to do with people. Sales are a result, not the purpose of selling. Selling is a noble profession, a vocation really, when it is done with people, to help, serve and do what’s best for them. Selling is only perverted when the sale becomes the purpose or focal point and money becomes the aim.

If you truly want to increase your sales, grow you business and make more money, you’ll begin to be a ‘servant on a mission’ to help people. Then, and only then, will you begin to connect and communicate with people. Because then, people will connect and communicate with you. The intention to make a sale and the pressure applied by businesses, sales managers and sales trainers to make sales the focal point, or intention of a sales engagement, has damaged the profession of selling by creating mistrust of, and contempt for, salespeople. The intention to make a sale, makes people retract from salespeople. In the end it sabotages the very result everyone wants…More sales, more customers and more money.

When you become a ‘servant on a mission’ you also become an advocate for consumers and buyers. You become the trusted advisor who’ll be invited to lead and guide people on their buying journey. You’ll begin to make customers, not sales! Your business will grow and your results will amaze you when you let the sale be an outcome, a result of a higher purpose to help, serve and do what’s best for the buyer.  When you engage people in a sales conversation with their interests as the focal point, not yours, they can feel it and you become different. Make no mistake, until you do this, you will look, sound and act like every other salesperson and your results will not change and your passion for the profession of sales will not grow or be fulfilled.

Become the ‘servant on a mission’ and separate yourself from the pack so you’ll be invited to lead and guide the buyer on their buying journey. Great salespeople have always been servants who let the sales be a result of their service not the focus of their efforts.

By Mike Moore ‘First Posted, April 2012’

Sales Leaders…It’s time to challenge your status quo. It’s time to look in the mirror and ask yourself, ‘Why is the buyer and seller relationship so dysfunctional?’. 

I’m finding that most executives, sales managers and salespeople are in such deep rooted routines that they are suffering from tunnel vision. Even when they accept that the traditional methods of selling have damaged the relationship between buyers and sellers, they can’t break their routines or overcome the status quo they’ve created. The status quo has to be overcome if positive change is to be experienced. It’s a critical time and we need to start producing a new relationship that will better serve both the buyer and the seller.

If we keep doing what we’ve been doing, the way we’ve been doing it, we won’t experience positive change. In fact, with all the economic factors, we can expect near disastrous results. The core motive of business and selling needs to shift if the actions of salespeople are going to change enough to be noticeable by buyers.

The traditional method of implementing a sales process just won’t effect enough positive change.  Selling has been taught as a process that was modeled after top producing salespeople, with one missing ingredient…their motives and intentions. If you want to implement a successful sales process, teach the driving motives and intentions of these top performers. Stop trying to teach them how they sell.  Instead, teach them why they sell and they’ll engage and interact with the buyer like a top performer.

The intentions and motives of top salespeople aren’t to sell the buyer. Persuasion makes people retract. Ask any    psychologist. Top performers know that sales are a result, not the goal.  They care enough about the buyer that they want what’s best for them. They aren’t focused on the transaction, so closing isn’t a big deal. They are focused on making customers, not just sales, so they focus on the buyers ownership experience, not the buying experience. This gives them the courage to be open, honest and direct. They serve people and sales happen. These are the motives and intentions that can change salespeople’s behavior and dramatically change their results.

It’s time for sales leaders to rise up, take a stand and start helping their salespeople shift their motives and intentions to create passionate salespeople on a mission to serve buyers that will shine a positive light on the buyer and seller relationship.

 

Everyday, salespeople show up to their sales appointments and when a prospect asks,”Why should I buy from you?”, they make a feature, advantage, benefit presentation, explain their companies unique selling proposition or tell them why they are the best choice. When this same prospective buyer ask their competitor, “Why should I buy from you?”, the competitors salesperson does and says the same things.

If you want to increase sales, you’ll have to be different from your competitors. You need to look, sound and act different if you want prospective customers to believe you’re different. Businesses selling the same products have to guard against falling into the same routines as their competitors. It’s natural for people doing the same job, with the same human nature, to do the job the same way. That’s the problem, it’s natural. You’ll have to work at not doing what comes naturally if you want to compete, win and increase your sales.

Here’s three ways to separate yourself from your competition, increase sales and grow your business.

Change Your Intentions

Since most salespeople go to work to make sales, and this drives their behavior, change your intentions to making customers, not sales. This will move your focus from your company, products and services, to your customer. It will make you a better listener, slow you down and change your answer to the question, “Why should I buy from you?” You won’t be eager to make a presentation, instead you’ll want to know more about what your prospect wants to accomplish. You’ll start doing business with people instead of just trying to sell them. Since we get what we focus on, you’ll start making customers instead of just sales and your customers will make you more sales.

Change Your Routines

Make sure you stop trying to find the easiest way to do your job. Stop working to be comfortable and start making changes to your routine. In fact, make change a habit. When you get into a routine that feels comfortable and easy, it’s usually the same routine your competitor is in. It’ll make you look, act and sound the same. Change your routine by looking for the best way to do your job, not the easiest way. Again, it’s natural to look for the easy way to do something but that’s what your competitor is doing, so be different.  Stay fresh by changing regularly and stay motivated by knowing you’re doing what your competitor isn’t doing. Besides, routines often become ruts. They are just a grave with both ends knocked out, you can move back and forth but you’re already dead. Change will keep you motivated because change isn’t painful, resistance to change is what causes pain. In fact, if you stay out of ruts and embrace change, you’ll pay more attention and notice new opportunities to make customers.

Change Your Aggressiveness

This isn’t what you think it is…Most salespeople are people pleasers who want to be liked and accepted. Don’t let being liked and accepted keep you from being aggressive. Make a commitment to yourself to be more aggressive by focusing on helping people as if they were your friends. With friends, you trust your instincts, pay attention and know when they need help. When friends need help you don’t stop asking or trying to help them until you succeed. So, change your focus from being an aggressive salesperson to being and aggressive helper. Challenge yourself to make at least one prospect each month tell you to back off…It won’t happen because you’ll be paying attention and back off before they ask, just like you do with a friend when you start to irritate them. Make the attempt to push beyond your comfort level, ask how you can help, ask to do business with them even when you feel uncomfortable doing it. Be assertive and aggressive in attempting to be of help. You can always apologize and start over and this will make you different from your competitors.

You’ll have to be different to get different results…Nothing will improve until you do!

By Mike Moore

Selling has been taught and practiced as a process in business for many years. Today it’s becoming more evident that selling isn’t a process to be done to people or even for people. Selling is an engagement between people and has to be done with them. This new age of business requires people to people selling to be successful. For this to happen, people have to connect, communicate and relate. What we now know is, people don’t want to be sold and they don’t want a relationship with a salesperson either. They also aren’t as interested in being wowed as they are about getting what they really want after they buy. Think enriching lives more than enchanting them. Think serving people, rather than pleasing people because what they continue to say they want is, ‘Help’.

As it turns out, sales as a process didn’t work very well because the steps of a sale are more a map of the buyers journey than the steps of a process after all. This makes sense when you realize that critical path sales training originated from modeling top salespeople and attempting to replicate what they did to be successful. It also follows that relationship selling and all its variations still focus on executing a process.  The missing ingredient when modeling top salespeople was the intentions of the top salesperson when they engaged people in a sales conversation. This missing ingredient is what causes people to connect, open up and communicate. It’s this connection and communication that allows the steps that have been taught to happen as a normal part of the buyers journey to finding and owning what they want.

When selling is seen as a process, it’s focus is the steps and the seller’s execution of the process. This places the focus on the wrong side of the engagement. It makes the seller the focal point and leads a salesperson down a road the buyer doesn’t want to take. It will ultimately make the buyer retract from a salesperson and resist taking their buying journey.

The right side of a sales engagement will always be the buyers side, not the sellers side. When the seller focuses on their process they lose focus on the buyer. When this happens they lose the buyers interest or connection, and communication becomes poor at best. When the original steps of a sale are viewed as a map of the buyers journey, they make the seller aware of where the buyer is in their journey. This enables the salesperson to know how to stay connected with the buyer to help them reach their destination…Owning what is best for them. When this approach is taken, sales increase as a result of the connection and communication, rather than the execution of a process.

The best way for a salesperson to keep the right focus and maintain connection with the buyer is to focus on the buyers ownership experience, not their buying experience. When a salesperson stays focused on the buyers ownership experience they communicate with the buyer about the buyers reason to buy and not a process, presentation or the sellers reason to buy their product. This will result in increased sales, loyal customers and a healthy growing business.

Change your focus to the buyers reasons to buy, their ownership experience, align your intentions with theirs and stay aware of the steps of a sale as a map, not a process, and you’ll begin to connect, communicate and relate to today’s buyers, make customers, not just sales, and your sales will increase immediately.

CLICK TO WATCH THIS PRESENTATION ON PREZI…

How To Connect and Communicate With Today’s Home Buyers

We are finding out more everyday about non-verbal, pre-conscious, intuitive communication. We are learning more about micro expressions, neuro-linguistic programming, memes, noetic sciences and communication daily.  Science is also uncovering more about the power of our thoughts and how they influence our communication. In fact the latest studies show that communication is only 7% words and 93% an emotional connection.

We know enough about how we communicate to know we can’t hide how we feel, what we believe or our intentions from the people we meet and communicate with everyday.  We know that people only open up and speak freely with someone they believe cares about them and that trust is given more intuitively than verbally. Trust is a decision people make in seconds when they meet someone and grows or is withdrawn based on behavior after it is given.

People communicate in many ways but too often people aren’t paying enough attention to connect and communicate effectively. Poor listening and very little attention to their other senses causes people to not understand what others are really trying to communicate to them.  When you interact with other people it takes all your senses and intuition to communicate effectively.

When you are paying attention to people you know how they are feeling and understand them better. You know almost instantly if they are happy, sad, angry or how they are feeling before a word is spoken and understand what their words really mean.

We know when our friends, family or co-workers aren’t feeling like themselves or something is bothering them.  Our emotions and thoughts can be felt by those around us even when we try to hide them. We can feel how someone else feels and know what they are thinking even before they speak and others know how we are feeling before we speak.

This is no different when salespeople communicate with consumers but these truths seem to have been ignore by many people in the profession of sales.

Traditional sales training attempts to teach salespeople what to say to people to persuade them to buy their products or services. This traditional sales process teaches salespeople to attempt to persuade everyone they meet to buy their product or service and focuses on the transaction.  This has been a recipe for failure that’s created the mistrust between salespeople and consumers. This relationship is at best oddly dysfunctional, and at worst filled with so much indifference it could have only ended in divorce, and it has, as it’s caused consumers to avoid salespeople.

We know that consumers won’t engage salespeople because they believe salespeople are driven by the selfish intention to sell them something.  This exposes one of the weaknesses of sales training that attempts to teach salespeople what to say… It won’t matter if a salesperson knows what to say if consumers won’t talk to them or believe them when they do.

For a salesperson to connect, communicate and create trust with consumers they have to shift their core intention from the desire to make a sale to the desire to make a customer. When a salesperson’s intentions shift to making the consumer a customer, they will to slow down, pay attention, listen and make the conversation about the buyer, more than their product, service or a transaction. This improved conversation is what traditional sales training has attempted to teach sales people to do, but has taught it as a skill set, with the intention to make a sale, which caused the consumers mistrust and retraction from salespeople. With the proper intention or focus to make a customer, consumers will engage, trust and communicate openly with salespeople and everyone wins.

Selling is the fine art of communication and by now it should be understood that consumers feel what salespeople feel and believe them only when salespeople truly care about the end result the consumer will receive from buying their products or services.

Focusing on making a sale is like focusing on getting a date. The more you focus on getting a date the needier you become and the less people will want to date you. So focusing on getting a date is very short sighted. Why do you want a date? What should the intention be? What will make people want to date you? If you said having a fun date and ultimately building a relationship that would provide more dates and a more enriched life, then you’re right. The focus or intention to make a sale is just as short sighted and sabotages making sales, because it makes salespeople needy and consumers want to avoid them.

Shifting the focus or intention to making a customer will move a sales engagement and conversation to the end result that consumers, salespeople and companies all want…Relationships that benefit the customer so much they build the companies brand and the salesperson’s clientele while increasing sales, revenue, reducing costs and creating sustainable growth.

Make the focus or intention shift today and watch your sales increase and business grow as consumers become customers.

By Mike Moore

Consumers are retracting from salespeople more today than ever. They don’t believe salespeople because they believe salespeople only want to sell them something.

Salespeople go to work everyday to make sales and sales managers and companies apply pressure on salespeople to make sales. So, most salespeople start with the same intention and this causes them to behave so similarly that it’s hard to tell them apart. This intention to make a sale is sabotaging sales and chasing consumers away. It’s this intention that makes salespeople needy, desperate and unattractive. New intentions that lead to new behavior are necessary to overcome consumers preconceived beliefs, change this relationship and increase sales.

To be different, think different. Start at the core to change your sales engagement with consumers. If you want to create bold new results from your sales efforts, shift your intentions.

Make this your mantra, focus, purpose, belief system…YOUR INTENTIONS… and watch your sales soar.

I will serve you, not please you. I will help you, not tell you.

I will care more about your reasons for buying, than my reasons for selling.

I will  focus on your ownership experience, not your buying experience.

I will always do what’s best for you.

I will work to make you a customer, not a sale!

By Mike Moore

The biggest challenge salespeople face today is that they are part of a dysfunctional relationship with consumers. Even the salespeople in my seminars, courses and coaching sessions, admit that when they are the consumer, they don’t believe salespeople care about them and because of this they don’t believe most of what the salesperson tells them.

These beliefs are reinforced today because companies continue to increase their innovative marketing, creative advertising campaigns and use of cutting edge technology without changing what consumers believe about salespeople. This has resulted in higher expectations by consumers that salespeople are unprepared to meet, resulting in more disbelief and dysfunction.

To most executives, marketing and advertising people, consumers aren’t individuals with their own needs, wants and desires; they are buying segments, target groups, prospects and revenue streams. In most cases, all they represent are the ‘orders’.

Revenue and profits are generated by the relationship between salespeople and consumers and this relationship is obviously, dramatically, affected by the intentions, attitudes, skills and actions of salespeople. When we started making the bottom line our singular focus and sacrificed the relationship with consumers, this intention spreads to the engagement with consumers and started to sabotage the revenue and profits we were focused on. It’s very much like focusing on winning and not on what produces winning in sports.

Executives, sales managers, sales trainers and salespeople have all been focused on making sales, not making customers. They focus on sales skills, the sales process or sales tactics to increase sales while also increasing the intention to make sales as the focus. As salespeople go to work with the dominant focus of making a sale, consumers rightly decide salespeople don’t care about them and only wanted to sell them their products. They based this on the attitudes and behavior of the salespeople they engaged.  This lack of trust has led consumers to now state in surveys that they just hope the salesperson will stay out of their way. Being knowledgeable, helpful, interested and engaging are not even on buyers’ radar screens of their expectations of salespeople, even as they state that what they want most when shopping, is help!

This intention to make a sale creeps in slowly. No one wanted to damage the consumers opinion of salespeople on purpose. A great example of this, is as Peter Drucker said, “The purpose of business is to make customers”.  In the recent publication, “Selling Is Dead”, the authors paraphrase Mr.Drucker by saying, “The purpose of business is to make  new customers”. This subtle change reinforces and shifts the intention back to making a sale, not a customer.

In every sales engagement, the most powerful communication is non-verbal.  When a salesperson engages a consumer with the intention to a make sale, it is felt by the consumer and they retract from the salesperson. It also creates the salesperson’s behavior and together they have broken the relationship that produces revenue and generates profits.

The consumer and salesperson relationship has deteriorated to the point that consumers no longer believe or trust salespeople. Since everyone is a consumer, this mistrust has spread to the non-sales employees in most companies. Since they believe they can’t trust salespeople, why would they trust the salespeople in their own company? Remember what I said earlier… for nearly two decades, salespeople have told me they don’t trust or believe other salespeople when they’re the consumer!

This culture has also invaded the executive branch in most companies. While most management teams today complain that their salespeople are just order takers, the entire company needs to assume responsibility for the culture that created this. Executives, sales managers and sales trainers must realize they participated in this dysfunction and new intentions will be needed to heal the relationship before the skills they’ve been teaching will produce the best results.

The good news is that it’s easier today than ever before to separate yourself from your competition, increase revenue and profits by shifting your intentions to making customers, not sales.

By Mike Moore