Home >  Blog >  Part 3: The key behaviours that drive high-performance contact centre sales people

Part 3: The key behaviours that drive high-performance contact centre sales people

Posted by Tony Hall on 24 April 2018
Part 3: 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 was an INITIATIVES behaviour:
"Proactively working toward solving customer problems through innovative ideas."

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

The third behaviour is an INSIGHT behaviour:
"Looking for the real answers from customers by asking appropriate questions and observing their actions."

This behaviour sets the high performers apart from their colleagues as they ask more insightful and relevant questions when engaging with their customers.

They show real interest in the customer's situation, they are good listeners and they proactively manage the conversation to uncover the necessary insights required to solve the customer's problem or help them to realise an opportunity.

The high performers are people who ask lots of questions of their customers and they also ask lots of questions about customers from their colleagues within their company.

They are also comfortable asking those "difficult questions" of a customer where appropriate as they understand that deep insight paves the way to being able to deliver value to the customer.

Through good questions they learn the "pain points" or "midnight issues" of their customers as a continuing priority. They have a great ability to discover the hidden truths.

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 fourth 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 Relevance Sales Growth Cadence Mindset Sales Leadership

Post comment

Recent Blog

The 7 secret habits of B2B sales high performers - Part 2

Posted by Tony Hall on 4 December 2018
The 7 secret habits of B2B sales high performers - Part 2
Over the many years we have worked with high performing sales people we have always been inter...
Posted in: High Performance Sales Sales Behaviours Initiatives Sales Growth Cadence Mindset   0 Comments

Resources assisting sales coaching

Posted by Paul Davenport on 20 November 2018
Resources assisting sales coaching
"Targets have increased, market conditions are tougher than ever, and my resources haven'...
Posted in: CRM High Performance Sales Sales Behaviours Sales Framework Sales Growth Sales Leadership   0 Comments

The 7 secret habits of B2B sales high performers - Part 1

Posted by Tony Hall on 13 November 2018
The 7 secret habits of B2B sales high performers - Part 1
Over the many years we have worked with high performing sales people we have always been interest...
Posted in: High Performance Sales Sales Behaviours Initiatives Sales Framework Sales Relevance Sales Growth   0 Comments
< Previous | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | Next >

Improve your behaviours to improve your team

+61 3 9532 2066

999 Nepean Hwy,
Moorabbin VIC 3189, Australia

PrintTell a FriendBookmark Site