How do You Manage the Sales Person Stereotype?

Sales people are looked down upon and viewed by many as slick, pushy, aggressive and cheats. While we may have earned that reputation by a few sales people there are too many occasions where we all experience that behaviour. So how do you deal with customers and prospects that have that view?

How do you behave?

The first thing you do is demonstrate your behaviour in a way that shows that you are a professional. And do so every day. Your customers and prospects now know you to be a good or great sales person. That reputation begins to follow you. Remember, if your behaviour is not professional, then that reputation will begin to follow you.

The other thing you want to do is to set the expectation with the people you are selling to. Set the expectation for what you will do for them and then deliver on that expectation.

Any office that has more than five sales people will have one rep that sets the bar low on expectations and with their behaviour. They are the reps that cause people to question the level of professionalism of sales reps. There will be one top performing sales rep in the office. The challenge here is how this rep views their success and their behaviour. If the top rep has a big ego and believes they are gods gift to the sales game, then their behaviour will challenge the view people have of sales people. Their aggressive and arrogant behaviour rubs their peers and office staff the wrong way and will on occasion do the same with their customers. The middle of the road reps are usually good reps and have good relationships with their customers. Their challenge is how do you make these relationships great.

What makes a well-rounded sales rep?

A well-rounded sales rep manages everyone they deal with in the same way. They treat everyone as if they were a customer. The people they deal with respect them and they are great to have around the office. These reps know how to manage themselves. They know when they are having a good week and they know when they are having a bad week and manage themselves accordingly.

These reps have a plan. It is a well-developed plan and they execute on this plan every day. They know what it will take to be successful and they stick with their plan until they are successful. They revisit their plans and adjust where needed to get them to their goals. They have personal goals. Their success is not just for business. They know where they want to live, what car they want to drive and what holidays they want to take. They know what is important to them and they live their life based on this.

They take responsibility for their actions and change their way of doing business as their industry changes and as their customer needs change. They attend courses on the sales game, they read sales books and they attend and get involved in industry and business associations.

How do you know how you are viewed?

Customers, for the most part, will tell you if you are doing a good job. If you are not hearing anything from your customers you need to ask and find out. Be prepared to listen and hear what they have to say. Once they have told you how they feel, you must manage your behaviour accordingly. You cannot argue with them or attempt to make them wrong – you must ask them what they need from you to change their view to one that is positive. If you have the professionalism to do this you will be well respected by your customer. If you do not you will be the “stereotypical” sales rep.

I talk about customer reviews on a regular basis. If you have reviews with your top customers, one of the questions you will ask is how you are doing. These reviews give you an opportunity to manage the expectations and change your actions as needed. This is one of the best ways I know to manage your customers and how they view you and your customer. It is also one of the best ways to manage your relationships on a regular basis.

Sayers Says…

What reputation are you creating with customers? What expectation are you setting with clients? How are you being of service to your clients and how do they experience the value you provide? What is your plan for success? When was the last time you had a review with your top customers? What do you need to change in your behaviour within your office and with your peers?