I often get asked to deliver training to ‘non sales’ staff. Why? Because everyone needs to play their role in generating revenue within your organisation. Each person can contribute to the sales process, internally and externally by ensuring they are contributing their part to the bigger picture.
Sales is about more than the transaction
Many companies are set up with sales staff who are responsible for selling as their primary role. However, job titles should not necessarily separate this vital business function. Therefore, staff who may not necessarily have a dedicated sales role could still ‘sell’ in a non-transactional sense.
Communication, marketing, brand and service delivery all add value to your customer’s experience. If customer satisfaction is high, it will improve customer loyalty and frequency. The sales process is not a one stop shop and the activity goes far beyond the sales transaction. Your dedicated sales team such as BDM’s, Account Managers and Sales Reps should be supported by an internal sales mentality. This concept allows all staff to understand the importance of excelling in holistic service. Organisations with an internal sales approach are far more successful in helping to achieve revenue targets.
What about staff who are on the front line but feel sales is not part of their role as it’s not in their ‘job title’?
These team members need to be team players. Understanding that all staff have a level of responsibility that supports generating revenue, ensuring a seamless end to end process is crucial to achieving your business objectives. It also adds value to their role and sense of purpose within the organisation.
Teamwork supports the wellbeing of staff and customers
Everyone has an important part to play. If the sales process is smooth, it creates a better sense of flow within an organisation and can improve staff communication and morale. Appreciation of each other’s role facilitates a supportive environment that promotes teamwork and patience. This encourages a positive culture that demonstrates a universal approach when taking care of your customers.
The sales game has changed through digital platforms such as social media and on-line avenues, so you are up against far more competition than ever before. Half the battle for all staff is to understand the relevance and how they fit in to the process. It should never involve a hard core sales approach, in fact just the opposite. It’s just a matter of knowing how and using the right skills and techniques. Utilising every team members uniqueness effectively is just a matter of drawing on individual strengths and implementing the right tactics.
An easy solution is providing an appropriate level of training and professional development for all levels of your team. From dedicated sales staff through to customer service, front line, support staff, administrative and operational team members.
