Motivating Sales & Customer Service for Best Results
- By Debbie Boedeker
- Jun 01, 2010
As a consumer, have you ever walked into a store or office where
instantly you felt an energy and eagerness to help you find what you
I have. Recently, while shopping with my sons for sneakers, I met a
highly motivated saleswoman who left an impression on me.
She paid attention, assessed what we were looking at and explained
what the most popular sneakers were and the differences between them.
When we chose a pair to try, she sat on the floor and double-laced two
different-colored shoelaces into the shoes, which sealed the deal. We
bought the sneakers along with an extra pair and a book bag, too. When
we walked in, we may or may not have made a purchase. Due to this salesperson,
we made three purchases. That store is lucky to have a salesperson
like her. Luck, however, doesn’t have to play a factor. If you want a highenergy
sales and customer service team, you must create one.
The following are some guidelines to create a positive and motivated
team that will drive higher results.
Establish the Culture & Set the Tone
The values and ethics that are important to you should make up the core
principles of your business. Your sales and customer service team are the
key personnel who represent the philosophy of your business to customers,
so it is important to communicate your message to your staff in your
mission statement and reinforce it in your advertising slogans and taglines.
Repeat your message often, and incorporate it into your training. When
you reinforce those principles constantly, they become ingrained in every
facet of your business.
Set Goals Routinely
No one can hit a target unless they know exactly where to aim. Do you
want to hit a set dollar goal, strive for a percentage of growth, or have
a product or service focus? Set expectations so that everyone is aware.
Create a metric and responsibility chart to monitor where everyone ranks in
goal attainment. Provide tools such as pricing, promos, talking points, etc.
Also, provide adequate and ongoing training. Nothing is more motivating
than achieving goals.
Develop Strong Communications
Regular meetings or memos are a good way to communicate. Clear and
consistent directives are important. Communicate what you need, and
expect results. Salespeople should not have to surmise or make assumptions
about what is expected of them. Knowledge is power, and clear
communication and effective education on company procedures is essential
Build Strong Teamwork
Sharing a culture and adopting the same philosophy and values are the
elements for building a strong sales team. Teams are built on trust, and
the first place to start is with management
building strong relationships with their staff.
This one-on-one connection with the staff
helps to assess weaknesses and strengths to
better ensure that you have the right people
in the right seats. Open lines of communication,
coaching and encouragement are
fundamental to bringing out the best of
each individual team member. Using the
strengths of each team member drives the
competitive spirit that salespeople thrive on.
Imagine if one strong salesperson produces
results, what can the power of a team
Maintain High Morale
Most important to having a motivated team
is a positive attitude. A positive attitude is
infectious. Deal with negativity immediately
by addressing those who may be a morale
issue and promptly resolving the root cause. Infuse positivity at all times.
Use meetings to communicate accomplishment. Have team members share
ideas and success stories.
Provide Opportunities for Personal & Professional
Some people do have a real talent for customer service or selling. Utilize
their skills in a number of ways — training, mentoring, team leading, etc.
When someone perfects the process, record it, duplicate it and make it the
norm for the department. Motivate people with new challenges. Ask your
staff to do something outside of the box, such as writing a policy or giving
a training session, and they may exceed your expectations. Developing
skills and raising the bar helps to define star performers.
Use Recognition as a Motivator
Recognition of great work has a huge value, yet costs nothing. When you receive a testimonial from a customer praising a
team member, type it up and post it on a wall of fame. Circulate e-mails
boasting an individual’s accomplishment. Select an employee of the month
or top performers of the quarter, etc. Certificates of achievement can be
awarded during meetings. A public pat on the back is an incredible motivator
to encourage your staff to keep excelling.
Encourage Friendly Competition & Give Rewards
Make it fun. Run contests to offer incentives for top performance. Gift
cards, movie tickets, gift baskets and purchased prizes are all good ideas to
use as incentives to spike sales results. If the team goal is attained, bring
in lunch for the team. Track progress using a visual race theme and have
employees advance their cars, horses, etc., on the board to finish first. Use
themes to keep focused on goals and build team spirit at the same time.
Have a beach theme, sports theme, holiday theme, and incorporate decorations,
contests, music and/or food into that theme. Let staff come up with
ideas. This is a great way to increase energy and enthusiasm.
Remember: Success Breeds Success
Success at work spills over into a desire to stay successful. It can also affect
other areas of a person’s life. Your people are your biggest asset. A positive
work environment that they can excel in provides one third of the recipe for
a balanced life. To achieve balance, one aspires for good family/home life,
work life and spirituality. Happy, well-balanced employees contribute to
your business success.
So incorporate the above ideas to infl uence not only sales, but expand
the initiative to raise morale throughout your entire organization.
This article originally appeared in the June 2010 issue of Mobility Management.
Debbie Boedeker is director of corporate sales for Pride Mobility Products Corp., Exeter, Pa. Debbie can be reached via e-mail at firstname.lastname@example.org or by calling (800) 800-8586.