I had a really bad shopping experience at the weekend. A salesman at a shop counter which sells male grooming products accused me of touching a cosmetic which I ought not to have touched (even though it was one of a few items which were out on his counter top) and then tried to harass me into buying said product on the basis he couldn’t resell it. I wondered how many sales he achieved in this way and whether or not he made commission on this basis. Then I wondered whether his company believe him to be a really effective sales person – without really knowing how he uses bad behaviour to achieve sales.
There’s nothing I hate more than a bad sales person. I have been selling and managing sales people for over 15 years. I have managed more than 150 sales people over my career and I have literally seen them all – the A star employee, the steady performer who’ll never set the heather on fire and the worst of them all the badly behaved, high performing, sales idiot.
I recently read a whitepaper about these kind of people. The headline grabber for me was:
- High performing organisations were 3 x more likely to have fired their badly behaved high performers
- Most companies don’t know how their actual cost of sale measures up against individuals sales performances
At this point, as a sales manager I am thinking…PLEASE give me a reason to get your ass out of here! Let me prove that you burn through leads, that you reduce the life value of a customer, or that you undersell the product….. An effective sales manager and high performing business ought to be able to identify these kinds of issues at least. I only wish I had had access to this kind of information in my previous incarnations! Perhaps I will revisit that retailer and try and sell MY product to them. God knows, they need it!
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Written by Emma Stewart.