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Part 2: The key behaviours that drive high-performance contact centre sales people

Posted by Tony Hall on 11 April 2018
Part 2: The key behaviours that drive high-performance contact centre sales people

Since May 2013, many high performance B2B contact centre sales people have completed a Diamond Assessment. These people support their external sales teams providing customer service and both inbound and outbound sales.

We have established that there are 7 key behaviours that drive these high performers. The behaviours do vary across the various industry segments; however these 7 behaviours always seem to rise to the top.

The first behaviour we presented a couple of weeks ago was an INITIATIVES behaviour:
"Proactively working toward solving customer problems through innovative ideas."

The second behaviour is a CADENCE behaviour:
"Demonstrating resilience to the barriers and issues that could negatively impact on the delivery of value both internally and externally."

This behaviour is all about learning to deal with barriers and disappointments.

The high performers learn to accept and then accommodate those times where their company does not meet the needs of the customer. Rather than get frustrated, they use customer objections as a clarification of the customer's real needs.

The high performers also learn from a lost order and will then determine what could be done differently next time to achieve a better result.

In the face of barriers or "speed-humps" they are always looking for a way forward and will turn negative experiences into a positive.

To improve the performance of your team members, select a behaviour to focus on over the next couple of months. Make sure that you discuss the behaviours with your team member and plan on how they can apply the behaviour each week. At the end of the week discuss the impact these behaviours have had on their performance.

Look out for the third sales behaviour in a couple of weeks.

Missed a previous blog in our 7 part series.  Read more here:

 

Author: Tony Hall
About: Tony spent the first 15 years of his career in the retail industry in sales, product management, product sourcing & buying, advertising and general management. The past 20 years he has been in sales & marketing, specialising in sales and sales management behaviours. He has worked with sector leading companies within automotive, banking & finance, capital equipment, construction, retail, insurance, manufacturing, media, professional services and IT industries. As a sales and sales management behavioural expert, Tony has assisted clients to achieve incremental growth, increase market share and profitability through proactive customer engagement and robust go-to-market strategies. He has a strong track record of delivering measurable results for his clients.
Connect via: LinkedIn
Tags: High Performance Sales Sales Behaviours Initiatives Customer and Stakeholder Value Sales Growth Cadence Mindset Sales Leadership

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