In the last few months I have been marketing a new service – a sales process workshop – to enable businesses to improve their sales processes. When I have been talking to people at networking events I tell them I am looking for businesses with sales teams. Many people looked at me and solemnly told me that they don’t have a sales team in their business.
OK – so you don’t have a team of guys (and gals) in sharp suits and shiny BMW’s out there hustling and closing deals. But you do have a sales team, if you have more than one person in your business. If you are solopreneur then YOU are your sales team, but if you belong to certain networking organisations then you have a team of people looking for business for you and selling your products and services!
In many small businesses, it’s commonly the business owner who’s out there meeting new prospects and bringing in new orders. But what happens when they get back to the office, or (possibly worse) they send a vague email to someone in the office to “make it happen”?
If that’s your business and it’s working for you then I’d like to propose that you are probably just a bit lucky. But for many organisations in such a state the cracks can start to show quite quickly. Who is the prospect? What exactly is the deal? What terms were discussed? When is it to be delivered? Crucially, can we deliver what was promised? The list goes on.
And in larger organisations with bigger sales teams then these problems are multiplied – and it can cause chaos! Balls get dropped, customers get hacked off, deals don’t get closed.
My point is, the people in the “back office” who need to service these clients are part of the sales team. They probably need to send out proposals, or order confirmations, or schedule deliveries. They are probably the people who will need to call the customer, or take calls from them, when queries arise. And crucially, they can influence the sale. Before the Purchase Order can be written, a conversation with someone in the office who doesn’t know what’s going on (because there are no systems or processes) can give the customer a poor impression.
There may also be a “sales team” who deliver a service – IT engineers are a great example of this. They can have the best relationship with the customer as they are on the ground – so are in a great position to offer new products or services.
So have a think about your own business – anyone who is in contact with a customer or prospect is a salesperson. And they need to be fully engaged in a robust sales process in order to deliver fantastic customer service – which starts the moment the first person from your organisation starts a conversation with a prospect.
Who’s on the team now?
If you’d like to discuss further then please get in touch!