Salesmanship – 360 degree Feedback

Intended for: Professional sales people and account managers operating in organisations of all sizes.

6. Salesmanship

Are you truly customer centred? Do your customers trust you? And are you the first person they call in when they have a problem? This 360 looks at how you combine commercial realities with the essential ability to work in the customer`s best interests. Whilst having the tenacity and drive to get to that vital win-win time after time.

Competency Framework

You must complete all mandatory competencies and can select up to 3 optional ones.

Mandatory Competencies

Commercial and financial awareness

The ability to apply understanding of the company & industry to improve effectiveness & profitability

• Bases decisions primarily upon the benefits to the business
• Concentrates on delivering results which bring the clearest commercial benefit
• Demonstrates an understanding of how the different parts of the organisation work together
• Ensures own work is in line with the direction of the organisation
• Identifies opportunities to gain commercial advantage by exploiting competitors' weaknesses
• Is able to use sound financial logic to propose a convincing case to influence the business direction
• Keeps up to date with commercial developments within the industry

Communication

The ability to give and gather information and to actively manage the communication process

• Asks questions to find out others real views and check understanding
• Conveys complex information in plain language
• Has a manner, style and presence that makes a positive impression
• Listens to and considers others views
• States own views clearly and concisely
• Tackles disagreement constructively
• Uses electronic communication channels appropriately and in a way that generates a positive reaction in the recipients

Customer focus

The pursuit of the highest level of customer service

• Anticipates future customer needs and trends
• Focuses on identifying opportunities to benefit customers
• Offers advice and guidance in responding to customer enquiries
• Shows respect and friendliness to customers
• Strives to resolve customer concerns
• Talks and listens to customers to clarify their real needs and expectations

Delivering results

The ability to focus oneself and others on achieving specific outcomes

• Challenges those who fail to achieve the required standards
• Effectively implements company initiatives
• Encourages others to aim high and exceed normal expectations
• Focuses effort on priority tasks and activities to achieve maximum results
• Is able to progress several issues simultaneously
• Manages projects successfully from inception to delivery
• Sets realistic deadlines, tasks and standards for others

Influencing

The ability to influence and persuade others

• Anticipates how people are likely to react and prepares appropriately
• Continually assesses a situation and adapts behaviour accordingly
• Has the appropriate skills to turn objections into positive outcomes
• Is good at influencing senior people and winning support for a case
• Is persuasive without being aggressive
• Makes a strong & positive impact in a group
• States own views & opinions & backs them up with clear evidence

Integrity and Ethical management

The ability to work ethically according to professional & company values

• Accepts responsibility for own work & decisions
• Admits mistakes
• Gives credit to deserving parties and does not take credit for the work of others
• Is loyal to the company and its principles
• Maintains principles even if short term commercial advantage is compromised
• Sticks to decisions which have been made and stays true to their word
• Uses positional and personal power with care and restraint

Resilience

This competency reflects the ability to be resilient and to achieve through repeated effort

• Maintains motivation and focus when under pressure
• Perseveres over a period of time to achieve an end result
• Progresses with the task even in the face of personal frustration or disappointment
• Refuses to allow earlier setbacks to affect future situations
• Remains calm, professional & focused, acting as a role model in difficult situations
• Stays positive in the face of interpersonal conflict or disruption to plans
• Steps back from a difficult situation to understand what is going on & why
• Sticks to the task in hand, even if practical difficulties arise

Selling Skills

This competency reflects the ability to sell products and services effectively and in an ethical manner

• Able to handle the pressure to sell more when targets are raised
• Accurately diagnoses the critical issues facing the buyer
• Actively prospects to find new opportunities to sell
• Builds trust by not trying to sell things that buyers do not need
• Deals with scepticism, objections and rejections positively and objectively
• Focuses discussions on benefits and features most appropriate to the needs of the buyer
• Makes the most of new opportunities to sell e.g. good at turning leads into appointments
• Works inside the appropriate ethical guidelines or codes of practice

Time Management

The ability to make most effective use of one's own time and that of others

• Challenges the need to go to irrelevant or time wasting meetings
• Gets the job done without procrastinating or delaying.
• Is constantly aware of what is the best use of their own time
• Is punctual and a good timekeeper
• Only uses email when it is the most efficient and most appropriate form of communication
• Resists temptation to take on other people's problems at the expense of own productivity
• Says 'no' assertively when time is not available

Optional Competencies - you can choose up to 3 of these

Adaptability/Change Management

The ability to respond & adapt to changing circumstances and to manage, solve problems and provide solutions in a climate of ambiguity

• Adopts ideas used successfully elsewhere
• Challenges conventional views to benefit the business
• Enthusiastically accepts beneficial change
• Generates innovative ideas and solutions
• Identifies when changes are needed
• Suggests ideas for possible improvements
• Translates ideas into practical solutions

Developing self

The ability to focus on own development and to take action to learn.

• Actively seeks feedback to assist with continuous self-improvement
• Evaluates own performance
• Is able to accurately identify own development needs
• Open to learning
• Reviews & consciously learns from experience
• Sees own development as important
• Takes responsibility for setting up their own learning opportunities

Motivation

The ability to support and encourage individuals and teams, so that they give of their best

• Demonstrates belief in the abilities of others
• Displays genuine interest in people and their progress
• Gives praise and open recognition
• Has strength and maturity to support individuals and teams through difficult circumstances
• Involves others and encourages full participation
• Motivates others through personal example
• Takes time to discover what motivates individuals

Planning and Organising

The ability to plan, organise and prioritise work. Balancing resources, skills, priorities and timescales to achieve objectives

• Allows for contingency in plans
• Concentrates effort on priorities
• Ensures own work is accurate and timely
• Holds structured, productive meetings
• Identifies clear targets and priorities
• Plans for the long term
• Reviews and reassesses plans and priorities on a regular basis

Managing Remotely

The ability to keep the team connected and focused on business activity when working remotely.

• Delivers on own commitments in a timely manner.
• Displays appropriate social etiquette during online meetings – such as paying attention, listening, not interrupting.
• Recognises and creates space for online collaboration to reduce isolation and departmental silos.
• Recognises the need for compassion, treating people who are working remotely with sensitivity and respect.
• Sets clear expectations and boundaries for remote team members.
• Stays connected with remote workers, ensuring they have regular check ins.
• Strikes a balance in digital communication between task focus and making team feel appreciated motivated.
• Uses appropriate communication methods for a remote audience and subject matter.

Working remotely

The ability to stay focused, deliver on commitments and use digital communication in a productive way when working remotely.

• Creates boundaries to protect own wellbeing
• Is self-motivated and proactive in their work
• Knows how to use the technology required to work remotely
• Makes an effort to connect and engage with other team members
• Manages own time well to ensure they deliver on commitments
• Pays attention during online meetings
• Stays focused on business priorities

Relationships

The following relationships are available for this questionnaire:

•   Manager

•   Colleague

•   Customer

For a complete list of competencies check out our 360 competencies and questions