Ch13 Sales Training.docx

MODULE 13 : SALES TRAINING : OBJECTIVES, TECHNIQUES AND EVALUATION ISSUES IN SALES TRAINING Discuss the process of evaluating and measuring the costs and benefits of sales training. Who should be trained? In most organisations, new sales recruits receive a combination of training and orientation to company policies and procedures. However, this raises the issues of training for different types of salespeople and, depending upon how market or competitive changes may have altered the nature of sales tasks, training for different stages of the same salesperson’s career. What should be the primary emphasis in the training programme? Sales training can encompass the following : product knowledge, company knowledge, customer knowledge, and/or generic selling skills (eg. Time management or presentation skills). All of these may be important, but the relative importance of each type of training differs depending upon the selling situation, the feasible scope and costs of sales training, and the nature of the company’s marketing strategy. How should the training process be structured in terms of the following : on-the-job training and experience versus a formal and more consistent centralised programme; field initiatives and participation versus headquarters programmes; and in-house training versus outside experts? OBJECTIVES OF SALES TRAINING One objective of sales training is to provide trainees with the necessary skills so their selling performance makes a positive contribution to the firm. In a short time, sales training attempts to teach the skills possessed by the more experienced members of the salesforce. Improve Morale : copy from laptop One objective of sales training is to prepare trainees to perform tasks so their productivity increases as quickly as possible. If sales trainees know what is expected of them, they will be less likely to experience the frustrations that arise from trying to perform a job without adequate preparation. Without sales training, customers may ask questions that sales representatives cannot answer, leading to frustration and lower morale. Evidence indicates salespeople who are uncertain about their job requirements tend to be less satisfied with their jobs. Increased productivity One objective of sales training is to provide trainees with the necessary skills so their selling performance makes a positive contribution to the firm. In a relatively short time, sales training attempts to teach skills possessed by the more experienced members of the sales force. The time it takes for a new member of the sales team to achieve satisfactory levels of productivity is thus shortened considerably. (iii) Lower Turnover If sales training can lead to improved morale (greater job satisfaction), then this should result in lower turnover. Younger, inexperienced salespeople are more likely to get discouraged and quit as a result of not being prepared for the task. Turnover can also lead to customer problems, since many customers prefer continuity with sales representatives. A customer who is called on by a sales representative who suddenly quits may transfer business to other suppliers rather than wait for a representative. Sales training, by leading to lower turnover alleviates such problems. Improved Customer Relations One benefit of sales training that accompanies lower training is continuity in customer relationships. Having the same sales representative call on customers on a regular basis promotes customer loyalty, especially when the salesperson can handle customer questions, objections and complaints. Customers place orders for their own benefits. Inadequately trained salespeople are usually not able to provide these benefits, and customer relations suffer. (v) Manage Time and Territory Better How much time should be devoted to calls on existing accounts and how much time to potential new accounts? How often should each class of accounts be called on ? What is the most effective way of covering the territory to ensure routes travelled are the most efficient wrt miles driven and time spent ? Many sales training programmes provide salespersons with the answers to these questions. THE DEVELOPMENT OF SALES TRAINING PROGRAMMES Problems faced by sales managers when they try to introduce sales training programmes : Top management is not dedicated to sales training Sales training programmes are not adequately funded Sales people are apathetic about sales training Salespeople resent training’s intrusion on their time Salespeople resist changes suggested by training programmes Management too often expects that sales training will be a panacea for all of the company’s sales problems. If the sales problems are not resolved, budget-cutting activities often start with the sales training programme. Management fails to understand sales training. Sales training is often viewed as a cost of doing business rather than as an investment that pays back future dividends. Also, too many training programmes are conducted without any thought of measuring the benefits. Many of the problems overlap and can be resolved by adopting a more objective approach. First, sales training often lacks credibility. Programmes fail to deliver what they promise and are viewed by many as being a waste of time and money. Second, the level of approach assumes too much (trainees already know how to listen or to be enthusiastic, so why spend time and money on such basic areas?” Third, once techniques have been taught, it is not necessary to worry about the use of reinforcers or rewards to stimulate sales reps to continue to use them. Creating Credibility in Sales Training Management often feels sales training programmes are accomplishing little and are expendable. They have to be sold just like any other product or service. Well-designed programmes are easier to sell to management than those put together with little thought. (a) Analyse Needs The starting point in creating credibility is to analyse the needs of the sales force. One way to do this is to travel with sales reps, observe them and ask them what they need to know that will help them perform more effectively. Interviews with field sales managers and key members of the management are productive ways of identifying training needs. One expert advocates sending anonymous questionnaires to the customers asking questions about their expectations from salespersons. Other sources include company records showing turnover data, performance evaluations, and sales and cost analysis. Attitudinal studies conducted with the sales force are useful sources of information. (b) Determine Objectives Setting specific, realistic, and measurable objectives adds to the credibility of a sales training programme. The objectives may include learning about new products, new techniques, or new procedures. Measuribility is also critical in sales training. © Develop and implement programme At this point, a decision has to be made concerning developing the training programme or hiring an outside organisation to conduct it. Many companies, both large and small, use outside agencies for sales training. Small companies may farm out most of their training needs. Large companies develop most of their own programmes and will use outside agencies to handle specialised needs. Lack of careful investigation of outside suppliers can lead to problems. Use of outside sources is encouraged if they meet the objectives of the company. Evaluate and Review Programme Designing a measurement system is the next step. Training a sales rep to demonstrate a product can be done during the training session. But whether the sales person demonstrates effectively in front of a customer is harder to evaluate. Sales managers can provide follow-up and feedback information on how well the salesrep demonstrates the product. The fieldsales managers can coach the salesperson on how to demonstrate the product. Finally, evaluations of sales performance provides additional evidence on the value of training, although such information must be used carefully. Changes in sales performance may be due to factors not related to sales training. Larger companies must decide which groups to train as not everyone in the sales force needs training. When products or procedures change, training needs are universal. However, if certain sales reps are having a sales slump, then the training needs to be directed at them and not everybody. When a new training method is being tested, it is wise to use a group that will be receptive. This increases credibility, creating a favourable climate for continuation. Since measurement is crucial, the sales trainer needs to collect data before training starts. The needs analysis provides relevant information pertaining to programme content. Follow-ups must continue beyond the initial check since the use of new skills may drop-off. If this happens, reinforcement is necessary. The data collection process should provide sales trainers with information that will justify the programme. Top management wants to know if the benefits exceed or equal the costs. Keeping top management informed about the success of the training programmes contributes to the overall credibility. Continuation follow-up and evaluation of all sales training efforts is mandatory. This can be summarised as follows : Objective Information Sources and Processes Analyse Needs Job analysis Job description Sales force and marketing Evaluation of previous training programmes Customers Determine Objectives Review needs Consider short-term and long-term issues Compare training objectives with company goals Develop programme and Implement Evaluate previous training training programme methods Consider costs and benefits of various training methods Evaluate and Review Programme Establish training budget Develop training materials Train the sales trainers Establish timing Select locations Develop monitoring systems Monitor programme Analyse reactions and learning behaviour and measure results Conduct cost/benefit analysis Revise programme if needed before session THE TIMING OF SALES TRAINING A common practice is to have sales trainees work in the field calling on accounts before any formal sales training occurs. It is also common to start with formal training followed by a field assignment. In either case, the length of the formal training programme can vary from a few days to more than a year, depending on company needs. Training of experienced salespersons varies also. Some companies have annual sales programmes and others have programmes only when the need arises. The length of both types of programmes varies from firm to firm. Training of experienced salespersons may be routine, such as when it is associated with an annual sales convention. It may be nonroutine and may occur because of problems experienced by one or more members of the sales force. The introduction of new products soften leads to sales training. TRAINING NEW SALES RECRUITS Training needs may vary from firm to firm and even within a firm. Training needs vary because of differences in the needs and aptitudes of the recruits. Experienced recruits have less need for training than inexperienced recruits, although most large firms require everyone to go through some formal training. Length of the training duration also depends upon the company philosophy. Some sales managers believe that training of new recruits should be concentrated at the beginning of a sales career, but others think it should be spread over a longer time, including a large dose of learning by doing. TRAINING EXPERIENCED SALES PERSONNEL After sales trainees are assigned to field positions, they quickly become involved in customer relationships, competitive developments, and other related matters. Over time, their knowledge of competitive developments and market conditions become dated. Even their personal selling styles may become stereotyped and less effective. Also because of changes in company policies and product line, sales representatives require refresher or advanced training programmes. Few companies halt training after the trainee has completed the basics. Most managers endorse the view that the need to learn is a never-ending process and even the most successful of their sales representatives can benefit from refresher training. Training Trends for Experienced Salespeople There is an increase in the number of hours spent on training experienced sales people in the recent years. The fact that experienced reps continue to receive increasing amounts of training reflects a continuing commitment on the part of management to provide learning opportunities for their senior salespeople. The fact that companies are spending on average 25% more on training per experienced rep is a further indication that companies continue to be committed to ongoing training. Companies divide training about equally between product training and training in selling skills. The skills training given to experienced salespeople focuses on those skills that sales managers and sales reps regard as most important, that is pre-call planning, time management, overcoming objections, approach and involvement, closing and qualifying. Additional training often occurs when a sales representative is being considered for a promotion. A promotion can involve being assigned better customers, transferring to a better territory, moving to a staff position, or being promoted to sales management. In all the above scenarios, additional sales training acquaints sales people with their increased responsibilities. Some large companies attempt to reduce training time for experienced salespeople by emphasising initial training. Many companies attempt to decentralise the training for experienced salespeople by attempting to get training into the field using self-paced training manuals, videos, and computer-based programmes. Training experienced sales people is viewed as providing insurance for a company’s major asset. SALES TRAINING TOPICS Product Knowledge Though product knowledge is one of the most important topics, knowing when and how to discuss the subject in a sales call is perhaps even more important. More time is typically spent on product knowledge than on any other topic, though the time spent varies with the commodity slod. Manufacturers of technical products spend more time on this topic than manufacturers of nontechnical products. In the service industry, the complexity of the service influences the amount of time needed to learn the service. Product knowledge involves knowing not only how the product is made but also how the product is used, and in some cases how it should not be used. Product knowledge is not limited only to those products the sales trainee will eventually sell. Customers often want to know how competitive products compare on price, construction, performance and compatibility with each other. Customers expect the rep to be able to show how the seller’s products can be coordinated with competitive products. A major objective in training in product knowledge is to enable a salesperson to provide potential customer with the information needed for rational decision-making. Some benefits that accrue to salespeople as a result of training in product knowledge are : Pride and confidence in product ability. Self-assurance emanating from technical knowledge of product make-up. Communication with customers through the use of occupational vocabulary peculiar to the industry. Understanding of product functioning that allows effective diagnosis of customer problems. All these benefits contribute to improved salesperson-customer interaction. Market/Industry Orientation Sales training in market/industry orientation covers both broad and specific factors. From a broad viewpoint, salespeople need to know how the particular industry fits into the overall economy. Economic fluctuations affect buying behaviour which affects selling techniques.If the sales force is involved in forecasting sales and setting quotas, knowledge of the industry and the economy is essential. From a narrower viewpoint, sales persons must have detailed knowledge about present customers. They need to know their customers’ buying policies, patterns and preferences and the products and preferences or the products and services these companies produce. In some cases, sales reps need to be knowledgeable about their customers’ customers. This is particularly true in case of salespersons who sell through wholesalers and distributors who often want their reps to assist the with their customers’ problems. Missionary sales people are expected to know the needs of both wholesalers and retailers, even though the retailers buy from the wholesalers. Company Orientation Sales trainees must be aware of the company policies that affect their selling activities. Like all new employees, they need indoctrination in personnel policies such as salary structure and company benefits. Sales representatives can affect customers to affect price adjustments, product modifications, faster delivery, and different credit terms. Most companies have policies on such matters arising from legal requirements or industry standards. Too often however, possible delays or lost sales result from inadequate sales training in company policies. Two practices provide salespeople with knowledge of company policies. The first requires sales trainees to learn about company policies and procedures by working in the home office in various departments, such as credit, order processing, advertising, sales promotion and shipping. The second approach has the trainee work as a sales correspondent for some time. The trainee processes customer orders, maintains mail and telephone contact with customers and sometimes serves as the company contact as a group of customers. Major corporations provide the sales force with sales manuals that cover product line information and company policies. A well-planned sales manual can give a sales representative a quick answer to a customer’s question. Time and Territory Management Sales trainees also need assistance in how to manage their time and territories. The familiar 20:80 ratio, where 20% of a company’s customers account for 80% of the business, applies for time and territory management in the reverse direction. It is not unusual to find sales reps who are skilled in all areas except efficient time management spending 80 % of their time with customers who account for only 20 % of their sales. Poor assignment of customers and poor development of territories contribute to the time-management problem. Sales managers need to know how to develop territories to enhance the sales rep’s efficiency. Assigning a sales representative too many accounts or a territory that is too large leads to time and territory management problems. Effective time management is more likely to be achieved via on-the-job training. Sales representatives turn in their projected activities every two weeks and review their district sales manager’s past sales plans and performance. The district sales manager helps modify the projected plans for greater efficiency. The desire for more effective time and territory management has led to greater telephone usage and telemarketing sales training courses. Legal/Ethical Issues Statements, or misstatements made by salespeople often have legal and ethical implications. Lapses in ethical conduct have been known to lead to ethical problems. Other subjects Technological developments have led to another sales training subject : how to use a personal computer. Many companies now require their sales reps to carry personal computers with them to improve productivity. Salespeople use their PCs to plan their activities, submit orders, send reports, check on inventory and price levels, receive messages, and present product and service presentations. In some cases, the sales rep can access the company’s decision support system to learn what systems have been selling in an area for a specific customer. A few companies have discovered that the use of PCs allows their salespeople more face–to-face customer contact time. Sales training topics may be very specific. Price objections are common in sales transactions and sales managers are not pleased if they feel that sales reps offer discounts too quickly. In an attempt to minimise this, sales managers provide salespeople with detailed financial information to help them make more profitable decisions. Many companies spend a substantial amount of money on trade shows. Increasing cost pressures have forced management to be more concerned about the returns from trade shows and other similar expenditures. Thus, some companies now train personnel selected to staff trade show exhibits on specific training programmes designed to handle a trade show’s unique features. Most salespeople selected have the training and the experience to make in-depth presentations in their specialities. But even though they are skilled at what they normally do, they are not necessarily skilled at working at a trade show. They don’t always know how to engage and qualify new prospects, handle big crowds, or weed out the buyers from the rest. Other subjects in training programmes including topics like body language, eye movement, and attempt to determine whether the prospect is right-brained or left-brained. Customers come in right-handed or left-handed brain styles and understanding their differences and your own brain waves can help you make your next sale. Indicators of these brain styles could be whether or not a person wears a watch or carries a calculator. Non-verbal gestures affect how a message is perceived. Training salespeople to observe and interpret a customer’s body movements may help improve a sales presentation, but it is a skill that would require extensive training to accomplish. However, evaluation of the process is necessary to measure the cost and the benefits. SALES TRAINING METHODS The most common sales training methods in order of their industry preference are : On-the-job training Individual instruction In-house classes External seminars Home assignments On-the-job training includes individual instruction and in-house classes held at district sales offices. District sales personnel attend external seminars as well. Selling is an interactive skill that must be acquired in combination with the knowledge of how both you and your customers do business. ON THE JOB TRAINING On- the- job training is not a “sink or swim” approach where the trainee is handed an order book , maybe a sales manual and old to go out there and sell. OJT should be a carefully planned process in which the new recruit learns by doing, and at the same time, is productively employed. A good OJT programme contains established procedures for evaluating and reviewing a sales trainee’s progress. Critiques should be held after each OJT sales call and summarised daily. The critiques cover effectiveness, selling skills, communication of information in a persuasive manner, and other criteria. A key aspect of OJT is the coaching sales trainees receive from trainers, who may be experienced sales personnel, sales managers, or personnel specifically assigned to do sales training. OJT and coaching often appear together. This is referred as one-on-one training. Observation is an integral part of the process. One-on-one training should not become two-on-one selling, where the objective becomes getting the order, not training the recruit. The sales manager or trainer is supposed to be the coach, not a player, and should stay out of the game no matter what the score. When the manager jumps in and says “Let me take it from her, the recruit knows that the training has stopped and two-on-one selling has begun. One-on-one training can be made most effective by the following : Set pre-call objectives with the trainee Practice actual questions to be used to accomplish objectives (such a s informational, directional and closing) Make the call (manager as a nonparticipating observer) Contribute only positive reinforcement and act as a resource only on specific points and only on the request of the trainee Conduct the post-call analysis by letting the sales rep do the majority of the talking. OJT often involves job rotation – assigning trainees to different departments where they learn about such skills as manufacturing, marketing, shipping, credits and collections, and servicing procedures. After on-the-job training, many sales trainees proceed to formal classroom training. CLASSROOM TRAINING Advantages Each trainee receives standard briefings on such subjects as product knowledge, company policies, customer and market characteristics, and selling skills. Formal training sessions often save substantial amounts of executive time because executives can meet an entire group of trainees at once. Classroom sessions permit the use of audiovisual materials such as movies and videotape. Lectures, presentations and case discussions can also be programmed into a classroom setting. The opportunity for interaction between sales trainees is a fourth advantsge. Such interaction is beneficial, since reinforcement and ideas for improvement can come from other sales trainees. Disadvantages It is expensive and time consuming. It requires recruits to be brought together and facilities, meals, transportation, recreation and lodging for them. Sales managers who are cognizant of these costs and time demands, sometimes attempt to cover too much material in a short time. This results in less retention of information. Many sessions merely become cram sessions. Sales managers should avoid the temptation of adding more and more materials because the addition al information is often learned at the expense of retention and opportunity for retention. ROLE PLAYING This technique has the sales trainee act out the part of a salesrep in a simulated buying sessiopn. The buyer may either be a salesrep or another trainee. Role playing is widely used to develop selling skills but it can also be develop selling skills, but it can also be jused to determine whether the trainee can apply the knowledge acquired via other methods of instryction. Immediately following the role playing session, the trainee’s performance is critiqued by the trainee, the trainer and other trainees. The above process can be harsh because : The victims are kept in line and forced to witness the execution of others The victim’s fates are published and scheduled in advance with much fanfare and an apprehensive countdown. The method seems to be designed for surgical incisiveness and spectator entertainment. Some of these problems disappear if the critique is conducted only in front of the sales trainee and then only by the sales instructor. When handled well, most trainees can still identify their own strengths and weaknesses. Electronic Training Methods Another phenomenon in training methods involves the use of computers. Interactive videaos may be used to train sales people. Here a trainee can practice calls with an on-screen actor whose response is a function of the trainee’s approach. Even before the development of interactive video training methods, also known as Expert Systems, electronic training had been introduced to help trainees learn “soft” selling skills. These earlier programmes known as “Artificial Intelligence” include Sales Edge produced by Human Edge Software, Sell Sell Sell from Thoughtware, and more recently SELLSTAR! ESPIRIT Software Technology. These training programmes are based on psychological demographic models that require the salesperson to answer a series of questions about the customer and themselves. The programmes provide a strategy report based on the psychological profile of both parties. It may tell the salesperson what to expect and the appropriate response needed to make a sale. However, the output of these artificial intelligence programmes should not be thought of as the final word on how to handle any customer. If these programmes help the salespeople to be more sensitive to customer differences, then they make a contribution. Adaptive Selling : Knowing how to Sell Extensive knowledge about products, customers, competitors, company procedures, plus a myriad of other factual items is a necessary but not sufficient condition for successful sales performance. Sales training attempts to teach sales trainees in a relatively short period the skills of the more experienced and successful members of the sales force. Experienced and effective salespeople have sophisticated knowledge structures that enable them to categorize selling situation more effectively and efficiently on the basis of similarity to other remembered situations, then apply the activities and behaviours of the selling approach to each. This knowledge, known as Declarative and Procedural Knowledge, permits an experienced salesperson to recognise or classify a particular selling situation as an instance of a more general selling category. The salesperson as a result of interacting with the customer, may determine the buyer is task-oriented rather than relationship oriented and adopt a task oriented selling approach. The potential impact of adaptive selling concept on sales training is significant. Through sales training, novices can be taught how to classify customers, how to determine which approach would be most effective, and how to apply the selected approach. Novices also need to learn that as relationships change so will selling styles as governed by the situation. Adaptive selling is an approach that recognises differences across customers and differences in the salesperson as well. Experienced and successful salesperson possess knowledge structures that can be identified and used as a basis for sales training. Behaviour modelling requires that a sales trainee and an experienced salesperson interact to allow the trainee to observe and practice the methods used by the successful salesperson. Over time, the sales trainee develops a customised approach that represents individual traits to be used according to the situation. Successful salespersons are more effective than unsuccessful prospects at categorising prospects. Successful salespeople not only were able to rely on fewer customer traits, but they also placed different weights or values on these traits. The effective sales rep has a definite ordering of attributes according to his or her discriminating power, unlike the random ordering for the ineffective sales rep. And the effective sales rep has better discriminating power, relying on three attributes for classifying the prospect. The ineffective sales rep faces two problems : The first involves having to rely on more attributes The second is the greater risk of incorrectly classifying the prospect. Clearly, training salespeople how to correctly classify prospects is a worthy topic of most sales training programs. Script Objectives of an Initial Sales Call Gather information about buyer needs, objectives Develop personal rapport with the buyer Creation favourable impression of yourself as a salesperson Communicate positive impression about the company you represent Determine who are the key decision makers Assess sales potential Assess buyer’s attitude towards the company you represent Lay ground work for follow-up contact Set specific follow-up appointment MEASURING THE COSTS AND BENEFITS OF SALES TRAINING Sales Training Costs Unless appropriate procedures are used to design the research by which the benefits of sales training are assessed, it is hard to say what caused the sales increase. Sales may have increased as a result of improved economic conditions, competitive activity, environmental changes, seasonal trends, or other reasons. Research must be carefully designed to isolate these contaminating effects to identify the benefits directly attributable to training. Measurement Criteria Measuring what was learnt is not appropriate because the obtained knowledge may not produce desired behaviour changes. Not to assess what was learned is inadequate, however, because the programme may be considered a failure if nothing was learned and if what was learned is inappropriate. The solution rests in properly specifying the objectives and content of the sales training programme, the criteria used to evaluate the programme, and the proper design of the research so that the benefits can be unambiguously determined. Measuring Broad Benefits Broad benefits of sales training include improved morale and lower turnover. Morale can partially be measured by studies of job satisfaction. This approach is feasible with sales personnel. Measuring reactions and learning is important in sales training for both new and experienced sales personnel. Most companies measure the reactions by asking those attending the training to complete an evaluation from either immediately after the session or several weeks later. Measuring what was learned requires several tests. To what extent did sales trainees learn the facts, concepts, and techniques involved in the training session? Measuring Specific Benefit The measurement of both specific and broad benefits presumes the sales training programme is designed to achieve certain goals. The goals should be established before sales training exists. When specific objectives have been determined, the best training programme can be developed to achieve these objectives. Most training programmes have several objectives. Multiple measurements of the effectiveness of the training programme are then a necessary part of evaluating the benefits. Various Evaluation Benefits Bottom line Co-worker appraisal Subordinate appraisal Customer appraisal Self-appraisal Supervisory appraisal Pre versus post-measurements Performance Tests Staff comments Supervisor feedback Trainee feedback