Inside Sales Telesales Tips Blog

How do I pump up my team? 4 strategies from one terrific working model…

  

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I just came back from a two-week telesales class I delivered in a very remote town, and met one of the most energetic, excited inside sales teams with whom I’ve ever worked. I’m going to tell you the story, because you can replicate it, as it’s a formidable model of team communication that leads to success. 

I’m not going to give you the company name, because what I’m going to relate gives it incredible competitive advantage, and the company isn’t going to want its competitors knowing how it manages to secure so much business. But here’s what I can tell you. This large inside sales team is based in a small city with two colleges. The team sells a high tech solution, but it’s a three hour drive from the nearest metropolitan area. It’s so remote that it’s located between two volcanoes, has only a handful of daily flights to its airport, so it draws its inside sales team exclusively from the local area. It hires from those colleges, so many of the team members knew each other socially before they went to work there. And the hiring managers are creative, too: one manger got an oil change at a lube shop, met and liked the manager, then soon hired her as a member of the team. 

One of the biggest factors in the success of this team is how vibrantly and often they applaud each other for a win of any kind. They’re in a big room, so closed business, new phone techniques, and wins of any kind are big news, and everyone gets excited. They actively pull for each other, help each other out, and actively share challenges and ways to overcome them. The management team focuses on positive reinforcement and actively coaches team members on one-on-one calls, ensuring that best practices are reinforced and broadcasted to everyone. In short, everyone’s win is a win for the team, even though they all have individual quotas. 

Here are several reasons that they’re so successful, and your team may be able to replicate them, too: 

1) All reps pull for each other. They constantly talk about tricky sales situations, and brainstorm ways that their colleagues can get the business.
2) They often socialize away from work. They talk about new ways to succeed, sales techniques, and tell stories about customer interactions.
3) Their managers coach them one-on-one during live calls. They brainstorm before the call, don’t interrupt the rep during the call, then debrief afterward. And sometimes, the rep calls the prospect right back, if he or she has forgotten to ask an important question.
4) They’ve replicated a “small town” culture within a high tech inside sales environment, with a “can-do” attitude, where even losses are considered to be learning opportunities, leading to future successes.
5) Management has fostered an environment of positive reinforcement, enabling reps to feel comfortable going to management when the sales process bogs down, or where lost business occurs. 

I’ve often written about the important factor that enthusiasm plays in an inside sales environment. The enthusiasm this team has for their co-workers and management team is reflected in the way they communicate with their prospects. The team is pumped up from the moment each member arrives to work, and the energy level stays high all day long. 

So as a rep, moving into the new year, remember to keep your level of enthusiasm at a high level, and it will reflect on the way your prospects communicate with you, in return. And if you’re a manager, foster an overall positive reinforcement strategy to keep your reps open to talking to you, and others, about both win and losses.