Coach's Corner from Team @ Work

Check out the HME Sales Community

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 28 Dec 2009 05:05:00 +0000

This blog is temporarily suspended as we build the HME Sales Community. Come visit our new site at www.hmesalescommunity.com and see what we have to offer. Our affordable membership includes access to an HME industry specific chat board, free teleconferences, free one-on-one coaching and much more. We'll be back, blogging again soon!

And a friend's a friend forever...

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Thu, 29 Oct 2009 19:10:00 +0000

Technology is a great thing. In the past, sales people could only "network" over the phone or during conventions and conferences. Once or twice per year was the norm for a gathering. Even in the field, it was difficult to find the time to share coffee or a meal with another sales rep to share competitive information, the inside scoop on prospects, or the latest legislation impacting the industry. Too much distance was also a factor: some of my best friends in the industry were in other time zones so face-to-face discussions were rare.

Advances in technology allow us to share information instantly via cell phones, IM, SMS, FaceBook, email, Twitter, LinkedIn and so on. We can get "face-to-face" with webcams and webinars. Teleconferences are a common means of training and information sharing. And bulletin boards and forums are a great way to get information and opinions.

Associations and Societies are popping up all over the Internet. Each one offers something distinct: training and certification opportunities, chat forums, networking, inspiration and motivation, and maybe best of all-the chance to find others like you. A gathering of like-minded people sharing similar experiences and problems can be an oasis to a lone field sales person.

One such forum I'm privy to is an outlet for questions and opinions where subscribers share their experiences, struggles, questions, answers, humorous stories and, quite simply, life. I see friendships develop as comrades face a common enemy (Medicare is enemy #1 right now). We may not all be in the same room, the same building, or even in the same state, but we are a virtual gathering of friends.

Are you taking advantage of the networking opportunities in your area of expertise? Why not?

Questions and comments on this or any post are welcome. Please email kristen@teamatworkcoaching.com

PS: Coach Ty and Coach Kristen are excited to be launching the HME Sales Community: A Place to Grow, Gather and Gain. visit our site at www.hmesalescommunity.com/ or contact the community at info@hmesalescommunity.com

Social Media in the Sales World

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Fri, 02 Oct 2009 15:02:00 +0000

We recently came across this YouTube video that sparked a discussion on the role that "Social Media" plays (and will play) in sales and marketing.

http://www.youtube.com/watch?v=sIFYPQjYhv8&feature=channel (cut and paste into browser window to see video)

The clip states that 80% of companies are using LinkedIn as their primary tool to find employees. With this type of networking, managers and HR can cut the time needed to find potential new hires. Savvy Generation Y and younger members of the workforce rely heavily on Internet based research, websites, word of mouth, chat rooms, etc. when investigating a possible employer. The "best of the best" are plugged in and moving at the speed of a mouse click.

80% of Twitter usage is on mobile devices (BlackBerry, iPhone)where you can update anytime, anywhere. If FaceBook were a country, it would be the 4th largest in the world (behind China, India and the US). Can your organization be found on these sites-or will you be considered a dinosaur?

Future customer service interactions may take place via Skype or AIM, not face-to-face. And "sales calls" are already being done via video chat in many industries now.

More and end-users are finding product information, critiques, and complaints on the internet. Web-based shopping is becoming so popular that retail outlets are shrinking and malls are becoming vacant.

How is this going to impact you and your way of doing business?

Send questions & comments to kristen@teamatworkcoaching.com

Vacation Vow: Make a new habit

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Thu, 24 Sep 2009 17:37:00 +0000

From Coach Kristen:

I've been away for 2 weeks on vacation to celebrate my dad's 70th birthday. It was nice to have a reunion; I hadn't seen my brother or his family for 3 years. When I returned home to "normal", I realized there was a new normal. I had lost two weeks on my calendar (to a nice resort in St. Pete Beach, I might add), the weather has changed slightly, school is in full swing, the kids are in their warmer clothes and fall classes at the local YMCA started. So we jumped right back into a hurried pace with new schedules and new habits.

Vacations serve as a forced break from our routines. They (should) allow us to walk away from our day-to-day focus on work, home, and other obligations. We get out of the routine, so it would be a great time to begin a new normal when we return.

What new "habits" would you like to begin after your next vacation?

Personal:

Lifestyle changes
Exercise routine
Budget restrictions or allowances
Diet
Relationships

Professional:

Educational opportunity
Additional training
Re-evaluation of goals and priorities
Boundaries for time and emotional investment
New schedule

It takes 30 + days to form a new habit. Why not start after a nice break?

We would welcome your comments or questions on this or any topic relating to your job. Email Kristen@teamatworkcoaching.com

Friday Funny: The Hazards of Working from Home

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Thu, 03 Sep 2009 13:39:00 +0000

From Coach Kristen (a day early)

I get the freedom to work from home most days. It is both a joy and a challenge. Here are some of the pitfalls of having a "desk" at the kitchen table.

Spending the entire day in pajamas

Now for some folks, this is a dream. There is a point in the day when you realize it's closer to bedtime than breakfast; why bother changing your clothes now? The problem comes when this is every day...

The 24 hour work day

I find when I work from home, my day doesn't end. So long as the laptop is on the table and running, I'm at work. During breakfast, before and after lunch, pausing for diaper changes, after dinner; I'm constantly working.

Children screaming in the background as you're trying to make a phone call

You've prepped them ahead of time. "Mommy needs to make an important phone call. You guys need to go to your room and play quietly for a few minutes, okay? You MUST be quiet as church mice!!" They nod, wide-eyed and full of innocence. Two minutes into your conversation, there is a blood-curdling scream from down the hall. Then another. Then the sounds of banging. Now, there are two children screaming. Then, the person on the other line says, "Are you working from home?" What do you say to that?

These are just a few hazards. I'd love to hear about yours! Send your questions, comments and suggestions for future topics to kristen@teamatworkcoaching.com

Confessions of a Mystery Shopper

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 24 Aug 2009 18:05:00 +0000

From Coach Kristen

Here at Team @ Work, we provide exclusive services for the HME and other businesses. One of our most popular services is our ICD Mystery Shopper System. This post has to do with some common themes we uncover while "shopping". Hope it helps!

Top 10 "issues" we find

The basics:

10) If you ask to have something faxed, provide a fax #

9) Answer the phone with your name-and speak s- l o- w- l- y so you are understood

8) ASK before you put someone on hold (“May I put you on hold?”)

7) If the caller needs to call you back, repeat your name and give the extension where you can be reached.

Going above the call of duty:

6) If it is a lengthy call with lots of questions, don’t end the call without asking, “Have I answered all your questions today?”

5) Don’t just do your job, look for opportunities to provide outstanding service. It just may be the deciding factor between you and the competition.

4) When a product is delivered, a follow up call is a MUST to ensure that the customer is satisfied, knows how to use the product/equipment, and allows for any outstanding questions to be asked.

Think like an owner:

3) Work towards a “close” of the order by asking, “Have I given you enough information to begin the paperwork for this order?”

2) Up-sell where appropriate-if the caller needs a hospital bed, do they also need sheets? If they call for a walker, would they be interested in a front basket? And so on.

1) Be sure to THANK them for their business!!

If you would like a Mystery Shopper to evaluate your business, contact us at 260.493.7965 or visit www.teamatworkcoaching.com/mysteryn.php

Questions from Sales Reps

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Wed, 12 Aug 2009 04:01:00 +0000

Questions...we LOVE questions, does anyone have a question? These come from teleconferences, CoachShops, and from our web and blog readers. If you have a question you'd like answered, please email kristen@teamatworkcoaching.com

Jim asks: Why do I need to record call notes?

Recording call notes does seem to be a hassle. But look at the bigger picture: you can make 10 (or more) calls per day x 5 days per week=50+ calls. If you have a 4-week routing, that is 200++ calls in a month. Can you honestly remember what transpired during 200 calls?

The reality is that each of us NEEDS a system where we can record interactions with customers. This allows us to maintain a constant conversation with our customers. Reps make a huge impact when they remember the small things: birthdays, favorite sports teams, the name of each person in the office. It also provides a place to list action items for that customer (like "bring updated catalog to satellite office in Bristol) or any follow up that needs to be done (ex. Dr. to bring up XYZ at next P&T committee meeting at Bristol Hospital). Collecting notes also allows you to revisit the last call you made so you can accurately determine where the customer is on the product adoption spectrum and to formulate a specific call objective.

If you aren't in the habit of recording sales calls, start now. If your company doesn't offer an electronic system, see if they will purchase one, make up your own, or simply start with 3 x 5 notecards in a box until you have a computerized system. (when I first started, I had blank sheets in my Franklin Planner for each customer, arranged by zip code-it worked)

Bill (an owner) asks: What is one simple way to increase my sales?

It may sound corny: train your customer service reps to "supersize". At the fast food chain, it is asking if you want fries or a drink. With Amazon.com they have a "Customers who purchased this also purchased...." section in their listings. Best Buy and other big box stores always ask if you want to buy a warrenty with your electronic/appliance purchases. With HME (or any sales) it is asking if those "extras" are needed. If the customer buys a hospital bed-will they need sheets? If they are purchasing a shower bench, could they also use a grab bar? When you get your staff to think about the "what else", it translates to increased sales. Simple.

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We Learn by Doing

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 03 Aug 2009 14:07:00 +0000

From Coach Kristen:

My husband is a brilliant man. He currently holds 3 patents and has at least 15 more in the submission process. As an engineer, he is challenged with the task of creating proto-type vehicles for International Truck and Engine. He's brilliant. But he was a horrible student. He struggled with "book work" and found lectures insufferable. Not all students can simply read something and immediately apply it. We learn by doing.

When I was part of the training department in a major pharmaceutical company, I had the responsibility of teaching new hires and seasoned representatives. Our initial training was several weeks long and included book work, lectures, preceptorships, field visits, tests, and simulations. These "role plays" were dreaded by all. But all would begrudgingly admit that they were extremely valuable.

When a sales representative gets to perform in a safe, controlled environment, they can make mistakes without serious repercussions. They get the opportunity to test drive their words, marketing pieces, and to see if they can apply what they've learned before going "live". Errors can be righted. And a baseline for performance is established so managers and trainers can evaluate growth and development over time.

Setting up a role-play situation should be a part of every sales professional's training. It can be accomplished in your corporate office or a hotel meeting space. It should include "real life" situations-use real customer profiles-and common obstacles reps will face day-to-day. Utilize a seasoned team member to act as the customer and coach them on what to say, how to act, etc. Then observe the interactions and provide coaching at the end of each role play scenario.

If you don't have the resources available for simulations, consider hiring a coach from a reputable organization. Sales Coaches can construct these simulations and work directly with new and seasoned reps so they can hone their selling skills.

Yes, we learn from books and lectures. But to ensure the learning is internalized, the learner must do.

Half time: time to gear up for the rest of the game

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Tue, 28 Jul 2009 17:43:00 +0000

From Coach Kristen:

July brings picnics, trips to the beach, and family vacations where siblings are stuffed in the backseat like sardines. For most people, summer is simply a time to coast into fall. This is a poor choice.

We're more than half way through 2009. In sports, half time is a break in the action where the team huddles together to reflect on the first half of the game. Mistakes are analyzed, great plays are revisited, words of encouragement are exchanged. Most importantly, the coach reviews the goals set for the team and readjusts strategy to ensure these goals are met. Then, he rallies the team around this new strategy and cheers them onto victory.

In your "game" with your team, this half-way point should also be a time to reflect on the first half of the year. Set aside your half time and plan to discuss the following:

What were the original goals for 2009?
What goals (if any) have we completed thus far?
How have our goals changed?
What steps are outstanding to meet these goals?
Do we need to readjust our priorities?
Do we need to readjust our timeline?
What new goals do we need to craft?
Who else do we need to involve (draft) on our team to ensure our goals are met?
Are there any goals we need to delete that are no longer relevant to our overall mission?
What other resources are we lacking?

When you've had the chance to huddle up, take more time to re-set goals for the remainder of the year. This is also a great time to set one-on-one mid-year performance appraisals. As you are discussing the overall big team goals, you must also spend time with each individual team member to discuss their goals as they fit in the overall big picture. If you find you don't have the resources to do all this on your own, consider hiring a business coach to help you. Be sure to find someone with experience and credentials-don't simply hire a "consultant".

When the process is complete, your team will be refocused and recommitted to the game. When the whistle blows, everyone will be working from the same playbook; focused to win.

Motivate and Incentivize Your Team the Right Way

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 20 Jul 2009 16:15:00 +0000

From Coach Ty Bello:

Motivation is the key when spending time and measuring the performance of your sales people. It is paramount to the overall success of your business. As coaches and managers, we should have ways of showing them where they are at each week, month, quarter and year.
Incentives and commissions must be tied to a behavior. The behavior is simple: we want them to make sales calls. It may seem that you are simply double-paying them to do their job. Look at it another way-this behavior is a precursor to the commission or incentive. The behavior (making sales calls) is tied directly to commission and incentive dollars.
Waving that carrot will motivate sales people to make sales calls-and you can determine the type of call needed. There are two essential types of calls needed-sales calls on the referral base (established customers) and prospect calls (new customers or those not giving the business).
There are three areas for consideration when implementing a salary plan for a sales professional.

Skill set-including previous experience and past performance
"Book of business"-what relationships, alliances, and customer base will they bring?
Geography- what is the MRP (Market Reference Point) for the territory? What are other professionals in your area being paid for that type of sales position?

Reference our article in the March 2009 issue of HME News titled, Move away from Pulse Hiring in Downturn. The market is flooded with solid sales candidates for HME and we need to take this opportunity to perfect our team. I would encourage you all to read this article to identify how you can do this and why the timing could not be better.

Lightening is just light, Thunder is just noise

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Thu, 16 Jul 2009 04:03:00 +0000

From Coach Kristen:

My kids are small: 5, 3, 20 months and a newborn. The older two have recently become more frightened of big storms. If they hear "thunderstorm" in the forecast, they immediately begin plans to head to the basement. Each time, I have to explain that thunderstorms aren't cause for worry. Lightening is just a bright light; thunder is just a loud noise. When I can take something unknown and scary and put it in simpler terms, they grasp it. It is no longer an issue. We can curl up on the couch and read a book as the storm brews outside.

Your team may be facing some serious "unknowns" in their lives: job security, work performance, new prospects, promotions, internal conflicts, and so on. Worry crops up if issues aren't addressed and discussed. As a Coach, your job is to take those scary things and help the coachee see them from an unemotional, informed perspective.

Taking from Dale Carnegie's book How to Stop Worrying and Start Living, he advises the following:

Ask the coachee, "What is the worst that can possibly happen?"
Work with them to prepare to accept the worst
Help them try to improve on the worst

Coaching means taking an objective look at the situation and helping the coachee see what part in a situation they have (or can) play. A good Coach is also able to help the coachee identify the elements over which they have control. Last, coaching means taking big goals, situations, or "unknowns" and breaking them down into more simple, manageable pieces.

Honest discussions about "the worst" often bring worry to a manageable level; especially when the coachee realizes they can handle the worst. Feeling that you have no control brings stress and worry. Coaching may mean helping a team member formulate a "plan B" (even if it is never employed). Doing this allows a person to feel in control. Alleviating the unknowns and lessening stress is beneficial to everyone because we pay an exorbitant price for worry in terms of our physical and mental health.

SalesPoint: Being tactful under fire

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Tue, 07 Jul 2009 13:55:00 +0000

Sales people need to practice a fine balance of offense and defense. The job, obviously, is to sell the products or services developed by your company. You don't get paid unless the company makes money. Sometimes, you can find your product or service pitted against a competitor's-and the prospect likes the competition better than you.

Your basic inclination is to go on the offense, defend the merits of your offerings, and attack the competition by exposing their weaknesses. This may not always be the best strategy. In Dale Carnegie's famous work, "How to Win Friends and Influence People", he advocates avoidance.

The only way to get the best of an argument is to avoid it.

Instead of focusing on the specifics of the competitor, try instead to find the reasons behind the choice. Asking good probing questions like, "When deciding which DME provider you'll call, what do you look for?" or "What made you choose this specific brand of (fill in the blank)?" In uncovering preferences, experience, or habits you can craft your conversation to highlight the features or benefits of your specific product. Always show respect for the choice or opinion the referral source has-regardless of why. Never say, "You're wrong." Customers will shut down if they feel attacked. Representatives find themselves banned from offices when they become aggressive.

Arguments are more than just a difference in opinion. Civil individuals can discuss differences with calm tones and polite words. Arguments escalate when one or both sides cease to listen to the other person. Exercising good listening skills can help avoid an argument. This means actually hearing what the other person says, reflecting back to show you understood the speaker, and engaging them in the conversation. (Versus just waiting for them to finish their thought so you can launch into yours!)

Last, learn to not take issues personally. All of us have an inherent need to feel liked. If a customer or referral source doesn't like or use what you represent, it doesn't mean they don't like YOU. When you personalize their preferences, you are more likely to feel the need to attack. Attacks lead to arguments and arguments lead to walls being put up. No selling can be done with walls between you and the customer.

Selling takes time; trust comes from a forged relationship. When you work to be civil and avoid arguments, you find that selling is simply an extension of the conversation between you and the referral source.

Unparalleled Customer Service

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Sun, 28 Jun 2009 00:10:00 +0000

When was the last time you sat down with your customers and asked them how they were doing? When was the last time you asked them how YOU were doing in providing unmatched products or services? What could you be doing differently-or better-than you are right now?

It is reasonable to expect to lose up to 10% of your customer base each and every year.

Customer retention, then, should be one of the goals of any organization. Yet, too many organizations spend precious resources trying to gain new customers while letting existing ones slip away. It is far less costly to keep what you have than to go fishing for what you don't.

One way to ensure customers don't go looking elsewhere is to provide them with unparalleled customer service. A friendly, eloquent, helpful voice answering the phone makes a good first impression. Sales professionals who treat each customer the way they would treat a family member instills loyalty. Owners and managers taking a personal interest in those who work for them takes time; but builds better cohesive teams. These actions build a business dedicated to providing service that is above and beyond the call of duty.

To ensure your business makes customer service a priority, consider drafting merit-based goals that reflect the actions desired from each staff member. Tying compensation to the expected behavior increases the likelihood that the goal will be met. Each goal should also meet the criteria of being SMART (specific, measurable, attainable, realistic, and time sensitive). Revisiting these goals on a quarterly basis also helps to ensure they are met, or if needed, revised to reflect any changes in your business environment.

We would welcome you comments or questions on this or any topic relating to your job. Email Kristen@teamatworkcoaching.com

Sales Point: Going Above the Call of Duty (part 2)

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 15 Jun 2009 13:07:00 +0000

From Coach Kristen:

In Dale Carnegie's famous book "How to Win Friends and Influence People" he espouses many great habits for sales professionals. If utilized, two of these easy actions will help you go above the call of duty and be remembered by the referral sources/customers on which you call. Being remembered will help to build relationships and great relationships can translate to sales.

Action #1: "Remember that a person's name is to that person the sweetest and most important sound in any language."

You already know the name of the referral source, but do you know the names of all the people in his or her office? I had a sales rep who referred to the office staff as the "little people". To him, they simply weren't important. They were another obstacle to getting to the physician. What a disservice! If you can't take the time to even learn and use the receptionist's name, why would she go out of her way to help you see the physician? Most people wear name tags, so make note of their name and USE IT. If name tags aren't present-ASK. Then make sure to write it down. Keep track of such information in your customer call notes (where you would also have notes on the best time/day, office hours, sales data, and any other pre-call and post-call data). Then the next time you are in the office, flash your dazzling smile and greet everyone BY NAME.

Action #2 "Become genuinely interested in other people."

Common ground builds bridges between strangers. To find common ground, ask questions, be observant, show genuine interest in the customer. (And this includes all the "little people"!) This interest can be professional and personal.

On the professional side: become familiar with the challenges your referral source faces. Are there products or services that your company offers that can help alleviate some of these challenges? What have you observed in other offices that might be of interest to a customer? One best practice I observed was a unique system of sample storage and organization. I was able to share it with an office manager who implemented it in one of their satellite offices. My genuine interest in an office's challenge led to a solution.

On the personal side: when you take a genuine personal interest in someone, the business relationship can become a friendship. Friends take care of friends. Enough said.

Going above the call of duty is easy. You simply have to want to do it.

We would welcome you comments or questions on this or any topic relating to your job. Email Kristen@teamatworkcoaching.com

Has anyone seen my....

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 08 Jun 2009 14:04:00 +0000

True story:
At the end of an interview with Albert Einstein the reporter asked:

"Mr. Einstein, would it be possible to take your phone number in case I have any further questions?"
"Certainly" replied Einstein. He picked up the phone directory and looked up his phone number, then wrote it on a slip of paper and handed it to the reporter. Dumbfounded, the reporter said...
"You are considered to be the smartest man in the world and you can't remember your own phone number?"
Einstein replied, "Why should I memorize something when I know where to find it?"

Looking at this picture-do you think Professor Einstein can find his telephone book?Too often people equate “organization” with tidiness; and there is something to be said for that person who has reduced the clutter in their lives. But you can live in clutter and still be organized-look at Einstein!

According to the National Association of Professional Organizers, the average American spends 55 minutes a day (or roughly two weeks a year) looking for things they own but can't find.

What is one quick way to ensure you can be more organized? The 30-second rule:

Change your habits one at a time. Start with the 30-second Rule-If it takes 30 seconds or less to do a job-do it immediately. This includes sorting through your snail mail to rid the pile of junk-right from the mailbox to the trashcan. This also applies to putting things back where they belong immediately after you’re done with them-keys, stapler, files, reference materials, books, cell phone, etc. Thirty seconds now can potentially save 55 minutes later. Seems like a good idea to me!

We would welcome you comments or questions on this or any topic relating to your job. Email Kristen@teamatworkcoaching.com

Friday Funny! Dude, where's my car?

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Thu, 04 Jun 2009 18:04:00 +0000

This post is a day early, but hope you still find it funny!

In my days as a sales rep, I was fortunate enough to have a company vehicle provided for me. My company used PH&H; a large fleet management company that also serviced many, many other similar companies. Our vehicle selection was, therefore, limited to the offerings that every other company had. It was no surprise, then, that at one time there were countless Taurus's, Grand Prix's, and Intrepid's with sales literature and samples piled in the trunks, littering physician office parking lots.

With only so many color choices, it was no surprise that another female rep (who also looked a lot like me-we were accused of being "twins") had the exact same car I did-down to the color of the interior and similar license plate number. One rainy day, I discovered we also had the same lock and key pattern. As I was running to get to my car, I was frantically pushing the key fob to get the car to beep. Finding a car that responded, I proceeded to get in, throw my wet gear on the seat, and start the car. It was only when I was pulling out of the parking space that I looked at the backseat and discovered boxes of sales literature on products I didn't sell.

I had inadvertently gotten in my friend (and competitor) Laura's car by mistake. My car was on the other side of the lot! We had a good laugh over our "twin" cars and made a point to put some unique markers on our vehicles so the mix-up wouldn't happen again.

Differentiate Yourself: Creative Solutions for Sales

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 01 Jun 2009 20:00:00 +0000

From Coach Kristen Bissontz:

This topic came out of a conversation during a teleconference with some HME sales professionals on the topic of “How to Sell to a Friend”. When competitor’s product offerings and pricing are compatible, how can you entice your physicians, hospitals, rehab facilities, sleep centers, etc. to refer patients to your HME/DME business?

I first must preface this by stating that above all-maintain all ethical standards. If your industry or company prohibits certain activities, DON’T DO THEM. I can’t stress enough the importance of taking the high road in any business situation. Regardless of what your competition is doing-illegal, unethical, or otherwise, don’t engage in activities that won’t pass the “red face test” just because you feel this is the only way to compete.

That being said-what can you do, then, to set yourself apart from everybody else?

1) Know your customer. Seems obvious, but too often we tend to treat everyone the same way. Do you know your customer’s “hot buttons”? For example, there are physicians out there who are information junkies. They want to see the latest data, the most recent studies, or the cutting-edge science that is coming in your field. If appropriate-do the research for them and share what you find. If you are clever, you can find ways to bridge the conversation from the latest, greatest to your products and services.

2) Provide something for their business that no one else is providing. Everyone has pens, mugs, sticky notes, golf balls, you name it. And yes, they are a “valuable” resource for any office. But what does your referral source NEED? In my sales experience, I found that most offices relish patient education materials. I’ve used such companies as Krames Communications (http://www.krames.com/) who provide print and video patient education pieces on hundreds of topics and disease states. I’ve also bought a great deal from the Anatomical Chart Company (http://www.anatomical.com/Default.asp?bhcd2=1243816482) who provides models and wall-mounted charts on body systems, disease states, and more. These are just 2 of the hundreds of companies that offer great products for your referral source’s offices or facilities. Instead of spending your marketing budget on an office lunch or new mouse pads, consider leveraging these resources instead. When you can help the end user (the patient) or help the referral source provide better service to their customer, you stand out.

3) Give them a reason to use your product or service over the competition. I can’t tell you the number of times I overheard another sales rep say something like, “Hey, if you just buy X amount of my product, I’ll be that much closer to winning my company’s sales contest. I’m trying to win a trip to Tahiti.” PLEASE! This simply reeks of unprofessionalism. And what kind-hearted referral source won’t want to “help”? Guilt is the wrong motivator. Instead, show how your company offers a better product, better service to the end consumer; how you bring value to the referral source by keeping them abreast of the latest news, how you’ve provided them with unique resources (like patient ed material), how you are willing to go the extra mile for them-versus asking them to go the extra mile for you.

4) Go above the call of duty. You notice that the office you’re calling on is especially hectic this morning because the roof leaked last night and all the files are getting soaked. The staff is frantically trying to relocate them, clean up the mess, and take care of the patients who are piling up in the waiting room. What do you do? Most sales reps would chalk it up as a bad day to make a call and leave. But you can go above the call of duty. Take off your jacket and tie, roll up your sleeves and grab a mop. Your offer of assistance will be a refreshing surprise. Yes, it does mean you sacrifice time where you could be calling on another prospect. Yes, you’ll get your shoes dirty. Yes, you’ll be remembered. I once helped a “no see” office pack and relocate one weekend. It was 2 hours away from my home, I had to spend another night in a hotel, and it was dirty work. But the physician, who NEVER saw reps, would allow me access to his office and gave me time to discuss my products. Always be on the lookout for opportunities to personally go above the call of duty.

Again, these are just a few suggestions to differentiate yourself from everyone else. When you can build a strong relationship with your referral sources, you earn the right to ask for their business. Set your expectations high: if you treat them “right”, you can (and should) feel comfortable asking for all of it!

We would welcome you comments or questions on this or any topic relating to your job. Email Kristen@teamatworkcoaching.com

Networking with Pharma Reps: 2 heads are always better than one!!

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Wed, 27 May 2009 18:26:00 +0000

It's been a spell since we've last posted, and we hope you find this information useful! Keep those questions and comments coming.

From Ty Bello-

For almost two decades I have joked about the Pharmaceutical Sales Representative as the Gucci-bag carrying, pointed-shoe wearing, slicked-back hair, Sterno-lunch carrying thorn in my flesh. (And this is just the men I’m describing!)

But seriously, these professionals are just that: professional. They are well trained and typically well managed. They have tremendous skills in account and territory management as well as in conducting professional, scientific-based discussions with physicians.

Twenty years ago when I broke into HME sales, I needed all the help I could get. I met Jeff and Mike on some of my routine calls to hospitals and physicians’ offices. We began to see each other so much that we accused each other of spying and stalking. I can’t remember who suggested we get some coffee, but we did and something really awesome happened. We began to network.

Networking brought some great revelations. First, I came to realize that the Pharma Representatives are not “competition”. (Yes, they are competing for the time of the referral source; but they definitely do not have the same product offering.) Second, I found that they do have a terrific handle on the 3 W’s: who, what, and when.
• Who: are the key players inside of the office or facility
• What: is the best sales approach
• When: is the best time to call on them

(You need to get the why and how. You should know the where!!)

Third, Pharma reps are like inmates at a prison who know the lay of the land. Why not take advantage of this?

Here is how I would recommend you approach them-

If there is a Pharma Rep that you run into periodically ask them if they would like to have some coffee sometime. (Be careful, you don’t want this to come across the wrong way.) Tell them that you would like to network with them regarding some of the offices where you both have good relationships and see if you can help each other strengthen those relationships.

When you get to coffee shop be prepared to dialogue about their products as well as yours. Give them information about the specialists on whom you call and have them share the same. From here find the synergy. Focus on those difficult offices and see if the Pharma Rep has managed to overcome present issues. You may even get to a point where you can introduce one another to the referral sources and broaden your call deck further.

Let me caution you on a few areas: make sure that the Pharma Rep does not have a relationship with your competitor. Observe the Pharma Rep for weeks or months before approaching them with this networking idea. Make sure they are a professional. In offices where you both visit, ask the staff of their impression. (When they ask you why you want to know just tell them you see them everywhere and were just curious.)

This can be a fun and referral opening opportunity for many of you. Take advantage of this.

We would welcome you comments or questions on this or any topic relating to your job. Email Kristen@teamatworkcoaching.com

Networking for other Companies as an HME Sales Professional Is this Good or Bad?

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 11 May 2009 14:55:00 +0000

Ty Bello, Registered Corporate Coach brings us this:

In recent months, while on sales calls with HME Sales Professionals, I have noted a growing trend in the HME industry. Sales professionals are being asked to help other groups or agencies with networking in the medical community. Is this good or bad?

First let’s clarify what is really happening here. HME Sales Professionals are being asked to help market the service of these other organizations because:
• These organizations do not have a marketing professional of their own
• Their marketing professional is not doing an adequate job
• They do not have an adequate market share
• They like your company and are just looking for a collaborative effort (rare, but it happens)

Here is the rest of the story-

The HME Sales professional is calling on a specific agency. Usually, it is a sleep lab, home health agency, or even an assisted living facility or long-term care facility. The administrator has seen the consistency with sales calls. After some basic conversation, the administrator realizes that sales calls positively impact the HME bottom line so they wonder, “Would such calls be good for my business as well?”

First let me say, I GET IT. I don’t know that I AGREE WITH IT, But I GET IT.

I was on a call with a HME Sales Professional recently. We were visiting a home health agency. During our visit, almost simultaneously, both the HHA sales person and the manager asked if we could help market their service. With a few short probing questions we were able to uncover that their call base was very low and they needed to touch more people. Later, while on a separate sales call with a different HME sales professional at an assisted living facility, we quickly learned that they had fired their sales person and asked for us to help them market their services. I could give you several other examples, but I would rather give you the solution.

There are only two things you can do when faced with this situation. First you can say yes and market the services of these various agencies and businesses or you have to graciously and professionally decline. Should you decide to co-market this other agency or business here are some things to consider before you commit:

• On whom do they want you to call? Their “call deck” must fit with your current customer base. You should not change anything that you are doing.
• What are you going to say when you do co-market their business? Do you want to look like a “double agent” or keep your focus on the HME products you are already paid to market?
• Check the business out thoroughly before you decide to do this. You may not know what the medical community’s opinion is about this business, so investigate before you commit.
• Will this help or hurt your current business? Will the medical community look at this co-marketing as a positive or a negative?

Honestly, I am not in favor of this. I believe there are too many variables and this has the potential of damaging your businesses reputation. So, how can you get out of this graciously? Here is what I might say:

“Thank you for your confidence in both my company and my marketing ability. While I am honored that you asked me to co-market your business, it really is very difficult for me to do that. As an independent home medical equipment company, I have the privilege of serving numerous medical professionals and businesses and gain referrals from them on a monthly basis. For me to single out one of these businesses would not be fair to the others that also refer business to me. Here is what I can commit to: if asked by a medical professional about your organization, I promise to give provide them with a solid recommendation of your services.”

As we work with so many different home medical equipment providers, I want to remain sensitive to your geographical differences and changing circumstances. Tell us what you would do in a situation like this?

Make today and every day a PRODUCTIVE and not just active SALES DAY.

If you have questions or comments for our Team @ Work panel of experts, please email them to Kristen@teamatworkcoaching.com

Past performance predicts future behavior Part 2 (for the sales professional or job seeker)

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Tue, 05 May 2009 22:33:00 +0000

No question: the current job market is crowded with job seekers from all ages, backgrounds, and experiences. How can you set yourself apart and ensure YOU get the next great break or promotion?

Being promotable (or hirable) goes beyond doing your current job well.

You must go outside the scope of your job description to acquire new skills and experiences that will fill the gap between where you currently are and where your aspirations lie. Let’s look at two employees at “Sunshine HME Specialists”, Brian and Chris. Both are in sales covering similar territories. They both seek a position in management. They have similar tenure and are extremely successful in their current positions. During their latest performance review, they both expressed their desire for future promotion. Their boss told them they were both in a position for consideration and said she would be watching their performance over the next year. This is where the similarities end.

Over the next year, Brian continues to work very hard, meeting and exceeding his sales quota every quarter. He brings in new customers every month and is on the verge of securing a contract with a large hospital network and their HMO. He is a master at networking, his clients love him, and he has won several awards for his efforts. He is an excellent team player and is often asked to take new hires out on his territory to “show them the ropes”. Brian generated a lot of business for Sunshine HME Specialists.

Chris, on the other hand, spends the next year focused on the job she has and on the job she wants. She meets her sales quota every quarter, continues to bring in new clients, and maintains the contracts she currently has. She doesn’t come close to winning the sales awards Brian does, nor does she have a huge windfall with a major HMO contract on which to brag. But Chris decided that she needed to expand her current skill set if she ever wanted to prove she could be a manager. She enrolled in the MBA program at her local university and took classes in management and supervision. She volunteered to take new hires in her territory, and even spent time in their territory coaching and encouraging these novices. When a new inventory system was to be implemented, she contacted her boss to ask if she could pilot the system in her territory. Then she volunteered to assist the regional trainers when the system was rolled out company wide. She even asked to spend a few days with the customer support team who field intake phone calls for orders from the contracts she and Brian have secured so she could better understand the entire chain of events for the customers who patronize Sunshine HME Specialists.

When a management position opens up at the end of the year, who do you think gets the job? If past performance predicts future behavior, then Brian has continued to demonstrate he is a superb salesman. Chris, on the other hand, has demonstrated a willingness to learn new skills. She has demonstrated initiative. She has acquired experience in training, coaching, and inside customer support. She has furthered her education. She did all this without sacrificing her ability to do her current job. And she got the promotion.

If you have questions for the experts at Team @ Work, email us at Kristen@teamatworkcoaching.com

Friday Funny: The only way is up!

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Fri, 01 May 2009 15:00:00 +0000

As a new sales representative, I was excited with the prospect of tackling a recently launched product in my territory. I had just completed 8 weeks of intense training, moved to a city far from family and friends, and acquired a fresh wardrobe including several pairs of "Barely Black" pantyhose. I was ready to take on the world.

Reality set in when I received my first sales figures. With a new product launch, there is a huge spike in sales as outlets stock at least one, if not two bottles of a new drug. I was expecting to see a nice baseline from which to begin my climb to sales greatness. Instead, I found the sales figures were, well, negative. I was to start my sales career "in the hole" because the pharmacies had actually returned the product after only a few months after the initial launch. I would have to push product just to get to zero.

My boss, the eternal optimist proclaimed, "Well, Kristen, look at it this way. You really can't do any worse. The only way is up!"

Past Performance Predicts Future Behavior Part 1 (for managers and supervisors)

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Mon, 27 Apr 2009 02:52:00 +0000

With the current economic state, we are in a pretty tight job market. Employers can afford to be choosier when filling a job opening. With so many applicants knocking at your door, how can you be sure to choose the right one?

A friend of mine recently lost his sales job with a major pharmaceutical company. Part of his strategy for re-employment includes passing out business cards with his title as “Job Seeker” and he lists his qualities as: highly motivated, team player, energetic, results focused, and so on. Great descriptors, but they don’t tell the story of what he can do for me and my business.

Choosing the right employee goes beyond finding the right mix of personality and potential. You must also determine if they can actually do the job. Rule of thumb: if they’ve done the same or similar job in the past and have been successful, you have a greater assurance they will be able to do the job for you. You must be able to see a translatable skill set in addition to a good education, relative job experience, compatible personality, and all the other soft skills. Get the prospective employee to talk about what they did, when they did it, why they did what they did, and the results of their actions. If they speak in hypothetical terms (If this happened, then I would…), then you can conclude they do not have the skill set or experience you are seeking.

A good interview will help you weigh out the great candidates and those who simply aren’t a good fit. This is true for both new hires to your organization as well as those vying for a promotion. Plan at least an hour of your time for questions that will encompass the skill sets and metrics for the job opening. Your interviewee should be able to provide specific examples of a situation where they demonstrated the behavior you are seeking including the actions taken and the beneficial outcome of their actions.

For example, if you are looking for someone who can provide great customer service you may craft a question like this as a litmus test, “Tell me about a time when you dealt with an extremely difficult customer. What made this customer so difficult? What did you do to satisfy this customer? What was the outcome of your interaction(s)?” Ask the question then listen. The candidate should be able to identify the customer, explain the situation, clearly communicate the action taken, and demonstrate the results either as an anecdote or with tangible evidence of their success. Second to this, their example should be relevant to the job they are seeking and recent (within a year if possible).

When you can see a pattern of behavior consistent with the job requirements in a contender, consider a second interview to ensure the best fit. Past performance is the best predictor of future behavior.

If you have questions for the experts at Team @ Work, email us at: kristen@teamatworkcoaching.com

How much is your time worth?

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Tue, 21 Apr 2009 17:33:00 +0000

In an environment where time is money, take a minute to consider how much an hour of your time is actually worth. (On a side note, you may find its worth less and less these days!)

If you are an “hourly” employee, you already have a good idea of how much an hour of your time is worth. Factor in benefits and any bonuses you may earn in a time period and add it to your bottom line per hour wage and you have a good estimate. If you are “salary”, it is a little more difficult to pinpoint.
If you work a 40 hour work week, you’ll likely put in 200 productive days per year. Each day will probably yield 7.5hours of actual work time. That equals 1500 hours in a year. Divide that by the amount you earn per year and you’ll get your figure.

Take a look at the following examples:
$35,000 / 1500 hours = $23.33 per hour on average
$55,000 / 1500 hours = $36.67 per hour on average

Use this reference point to help you determine whether or not you’ll commit to a particular task. If it is a low yield task, it could be delegated to someone else. Take administrative tasks, for example. If you are making $40 per hour and you have the choice between spending the next hour making copies or chasing down new business leads, which do you choose? If you have to pay someone over $40 to make your copies for you, it makes sense to do them yourself. Chances are that you can delegate for much less, and take that time to generate new business that will yield you more than $40 for that hour. This is also a great argument to use when determining if you take on a new project or hire additional help.

Use this formula in your personal life too. I had a boss who figured his time was worth about $55 per hour. At this wage, he could justify working an extra hour or two every day and pay a neighbor kid to mow his lawn at $18 per hour. If you are contemplating a major purchase, use this example to see how many hours you have to work to pay for it. You may just decide it’s best to go without!

Do you have questions for the experts at Team @ Work? Ask us-email kristen@teamatworkcoaching.com

Friday Funny: Interview Mishaps

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Fri, 17 Apr 2009 17:03:00 +0000

As a Sales Trainer and District Sales Manager, I spent 6 years crafting and conducting interviews. Here are some of the funniest things I’ve heard or seen from potential sales professionals. (Perhaps this should go into the file of “Things NOT to do in an interview”.) Needless to say, none of the applicants got the job.

One young lady espoused her overwhelming beauty as an advantage when calling on “those older physicians who need some eye-candy”. She would often start her answers with, “As a very attractive woman…” (Not that I’m an expert, but she wasn’t all that attractive) She also took great pains to sit in such a way as to show off her “flattering figure”. Funnier still, she only addressed my male colleague regardless of who asked her the question.

One gentleman neglected to observe the time difference between Ohio and Indiana (when there was a difference). Thinking he had arrived 20 minutes early, he was actually 40 minutes late. He tried to cram 60 minutes of information in to the 20 minutes he had left. It left me wanting. Wanting someone who at least knew the subtle nuances of Daylight Savings Time.

Knowing he was going to be late and miss the interview all together, one man called to ask if he could conduct the interview over the phone. He simply didn’t allow enough drive time and was an hour away. I wondered if he thought he could also make all his sales calls over the phone, too.

I had one woman show up wearing a Capri pants suit and sunhat. Very stylish for a day at the beach. Not so much for a job interview.

On closing the interview, one gentleman pressed a lump of Play-Doh into my palm saying, “I’m clay in your hands. Mold me.”

Do you have questions for the experts? Email us at Kristen@teamatworkcoaching.com

SalesPoint: Going above the call of duty (part 1)

noreply@blogger.com (Kristen Bissontz & Ty Bello) — Tue, 14 Apr 2009 02:16:00 +0000

This feature is specifically for Sales and Customer Support representatives. We hope to provide valuable tips and insight you can use in interactions with internal and external customers.

Going above the call of duty (part 1)

Sales professionals and customer support representatives play such a valuable role in business. In many instances, the only distinguishing factor between competitors is the quality of service. Price differences are minimal, delivery times are comparable, and product features and benefits are similar. The personal factor, then, becomes increasingly important. With multiple choices, businesses MUST give customers a reason to choose their product or service.

"Going above the call of duty" is one such area where sales and customer support representatives fail to deliver this personal factor. Let me provide you with an example from my own recent experience buying a software package for my home office.

In January, my desktop and laptop both acquired a nasty virus that destroyed both hard drives. As part of the rehab, I decided to upgrade my software package to a more recent version. I initially called the company that manufactured my laptop to see if they offered any packages. They did, and they happily took my order and my credit card number. The next day, I received an email stating that there would be a delay in shipping, but I could expect the disks to arrive in 7-10 business days. A week later, I received another email stating that the disks would be delayed another 7-10 days. The time elapsed and still no disks arrived. So I called customer support (which, I found out later is a call center in India during the day and the Philippines after 6 pm). The first gentlemen couldn't find my order in the system. He transferred me to another CSR who found my order but told me it had been canceled by me a week prior. No dice here as I had not canceled anything. This continued to escalate until I had arrived, 45 minutes later, at the top of the food chain. Here, the manager of the CSR's again apologized but informed me that if I wanted to re-order my software, he could get it in the system and it should arrive in 7-10 business days. No offer to expedite the order, no offer of a discount, no additional help of any kind. No amount of reasoning would get me any further.

The next day, I searched on line and found a "big box" store that offered a similar software package. I called their toll free line and a cheerful woman answered with her name, asked for my name and offered a "how can I assist you today?" After explaining my situation, she quickly searched her database and found that a local store had several copies of the software, in stock and on sale. I fired off questions to be sure it had the same features I wanted, that it would be compatible for both operating systems, etc. She answered all my questions without hesitation and "with a smile". When I thanked her for all her help, she asked if I wanted to have a copy reserved for me at the local store. I said, "Sure." She then proceeded to take all my information down, including a phone number in the event the local store needed to contact me, and asked for a credit card number. At my hesitation, she informed me that this would allow me to simply walk in, visit customer service, show my ID, and walk out with the product. It would be there waiting for me for the next 7 days. She finished with a simple, "Have I answered all your questions?" Wow. What a difference good customer service makes.

As a Sales or Customer Support Representative-are you cheerfully answering the phone with your name and a simple, "What can I do for you today?" When a potential customer asks a plethora of questions, do you answer each one "with a smile"? Do you look for ways to go above the call of duty, even when you know you aren't going to get the sale today? What else can you offer above the bare minimum required by your employer?

People remember when they receive poor service and they tell other people. People also remember when they've received stellar service. As for me-the "big box" store has my loyalty. I'm planning to purchase a Sony Reader soon, and that store will be the first place I look. Can your customers say the same thing about your business?

Do you have questions for the experts? Email us at kristen@teamatworkcoaching.com