Imagine salespeople have to learn a new skill, for instance, how to apply newly developed value messages in different customer interactions. In this case of behavioral change, a training session can only be the beginning of a longer journey. Lasting behavior change requires ongoing reinforcement.
This is where coaching comes into play. And frontline sales managers.
Coaching has to be formalized to be effective
At CSO Insights, we define coaching as a leadership skill to develop each salesperson’s full potential. To be effective with coaching, world-class performers build on coaching frameworks. Our 2015 Sales Management Optimization Study showed that a discretionary or informal coaching process did not have a significant impact on win rates, but a formal coaching process did: by nine percent. Ambitious sales leaders know immediately what a nine percent better win rate would mean in their organization. They also know that their frontline sales managers’ ability to coach is a critical element to sustainable sales performance. And yes, they also know that a formal approach to coaching is the differentiating element to become world-class.
Sales Coaching Framework Defined
The CSO Insights Sales Coaching Framework sits between the customer’s journey and the sales professionals’ journey (sales process). It requires that the customer’s journey has already been mapped to the organization’s sales process. For each gate on the customer’s side, there has to be an equivalent step on the internal side. This mapping is a key prerequisite to creating a coaching framework and the related coaching assets such as coaching guidelines, questionnaires for various buying situations and coaching training sessions for sales managers. Our coaching framework consists of four coaching layers, each corresponding to a different coaching area.
- Lead and Opportunity Coaching: The coach and sales professional examine a lead or opportunity to determine where it is along the customer’s journey and to identify activities that will keep the deal flowing through the funnel toward a successful conclusion. The earlier the coaching begins, the more valuable it is. In the awareness phase, sales managers can help the sales professionals get better at identifying and addressing opportunities, and they can coach them to develop and execute winning deal strategies. Plus, they can spot areas where the sales team needs to stop investing time and effort in deals that cannot be won or will require more resources than they are worth.
- Funnel or Pipeline Coaching focuses on the structure of a salesperson’s or the sales team’s funnel, identifying the most valuable deals that can be won and helping to manage risks and allocate resources accordingly. Funnel coaching also helps the salesperson understand how the shape of their funnel translates into quota attainment and determine how best to improve their funnel performance. During funnel coaching, the sales managers must assess the types of opportunities in the funnel, e.g., many small opportunities or fewer large volume deals, as well as the assumed close dates, stages, and risks of each opportunity. Most importantly, the coach must weigh the value of the opportunities against their probability of being won. Clearly, this coaching area builds on opportunity coaching and can only be successful if there is clarity at the opportunity level.
- Coaching on Skills and Behaviors: In today’s complex selling environments, customer behaviors are constantly changing. As a result, salespeople often have to make significant changes to their selling skills and behaviors. For example, the transactional, product-oriented approach no longer works in many selling scenarios, and sales professionals must adopt a value-based approach that focuses on the customers’ business outcomes. This is an area where sales managers should work closely with the enablement teams. Creating value for prospects and customers requires tailored value messages that are tied to the customer’s journey phase, buyer roles and their business challenges and goals. Enablement’s job is to provide these value messages and the related training, but sales managers must also coach to reinforce what has been taught to ensure adoption. This requires coaching on leads and opportunity and coaching on improving the sales professional’s messaging skills.
- Account Coaching is often overlooked, but it is equally important if an account strategy is in place. It’s mainly about coaching on identifying new business opportunities within the account (lead identification) and mapping the account strategy to the current achievements within an account (also from a customer’s perspective) and making adjustments or changes to strategy, focus area, relationship development, etc. The frequency of account coaching sessions depends on your and your customers’ specific rhythm of the business.
- Territory Coaching is even more overlooked, but equally important in the case of a territory strategy. It’s more than saying “work your territory.” Instead, territory coaching is all about focus: focus on the right targets and customers, and on the most relevant buyer roles. Also, in territory coaching, lead identification plays a key role. As soon as leads are qualified, they are coached by the overall lead and opportunity coaching process as mentioned above.
As soon as such a coaching framework is defined, the missing coaching assets for both content (coaching guidelines, coaching questions, coaching learning content, etc.,) and training (that make up a strategic frontline sales manager development program) have to be created.
In an ideal world, sales leaders understand the huge business impact of their frontline sales managers when it comes to execution, performance, and transformation.
And that’s why they invest not only in their sales managers’ coaching capabilities but also in a scalable platform for performance and productivity that includes a coaching framework as a critical component.
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