Check out the HME Sales Community

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...

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

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

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

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

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

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

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

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

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.