High Performance Behaviours

Case Study

Sales Publishing Environment

Aim

To clearly define the specific behavioural, motivational and competency attributes that define the highest performing phone sales people.

How is this achieved?

By comparing and contrasting the highest and lowest performing sales people, through quantitative and qualitative methodologies and analysis.

Results

Publishing is one of the most competitive sales environments, so when you have a team member who consistently has a productivity level that is 40-50% higher than their colleagues, it makes sense to be able to recognise what the individual is doing and thinking that is different and replicate this in the other team members.

In these environments where sales are made outbound by phone, HPS have documented that high performers exhibit attributes, behaviours and competencies that differ significantly between those performing and those that are not.

The defining attributes of high performers in this area include:

There is a much greater level of flexibility with high performers in these environments. For example, if things are going well they will associate with the client and become friendlier and, if things are falling down they will dissociate or become less friendly/ less open/ more firm.

High performers tend to ask enough questions such that the sale becomes assumed and just another part of the call.

Replicating this Excellence

HPS can train your team in the finer areas described above. We have found that the results are significant and will vary from 15% to 100%'s in both productivity and sales performance.

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High Performance Behaviours

Case Study

Sales Publishing Environment

Aim

To clearly define the specific behavioural, motivational and competency attributes that define the highest performing phone sales people.

How is this achieved?

By comparing and contrasting the highest and lowest performing sales people, through quantitative and qualitative methodologies and analysis.

Results

In these environments where sales are made outbound by phone, HPS have documented that high performers exhibit attributes, behaviours and competencies that differ significantly between those performing and those that are not.

The defining attributes of high performers in this area include:

Having a complete understanding of their industry.

While they do research on their clients and products, they don't get bogged down in the research.

Their belief set is such that they truly believe in the product.

They will have a set of strategies they use for days when they are not feeling 100%.

They will not pick up the phone until this mindset is in place.

They are willing to say and do anything they need to in order to have the people that they speak with agree with them.

They also believe that there are many opportunities, this is essential and this belief set differs significantly from the lower performers.

The strategy for calling clients differs markedly between the high and low performers.

People that do well visualize x number of calls and don't stop until they reach that number.

They then stop and celebrate themselves and will check on their own performance.

They are motivated by the realisation that if they don't make the effort they will not get the results.

When they speak to clients, similar to contact centre environments, they realise they need to set up very positive associations and relationships quickly, so they'll often make things personal or find out as much as they can about the potential clients.

They will always operate quickly and efficiently and tend to suspend their own judgment no matter what the other person is like.

There is a much greater level of flexibility with high performers in these environments. For example, if things are going well they will associate with the client and become friendlier and, if things are falling down they will dissociate or become less friendly/ less open/ more firm.

High performers tend to ask enough questions such that the sale becomes assumed and just another part of the call.

Replicating this Excellence

HPS can train your team in the finer areas described above. We have found that the results are significant and will vary from 15% to 100%'s in both productivity and sales performance.