Managing Your Sales Team

3. Training and Development

3.1 New recruits will need a basic induction.

• Give them information about your products, company and market.
• Spell out all relevant details. For example, your policy on dress code, travel expenses and entertainment costs.

3.2 Monitor and develop employees' customer contact skills.

• Many sales people need to improve their listening skills and learn how to get customers to talk (see Selling technique).
• Use rehearsal and role-play to develop your team's customer contact expertise.
• Develop sales people's negotiation skills (see Negotiating a sale).
• Set up relevant training courses and monitor their impact (see Using training effectively).

3.3 Use individual coaching to build confidence and expertise.

• Accompany individual sales people to key meetings so you can provide support, help clinch the deal and assess how they work.
• Plan opportunities to meet and motivate employees, before and after sales calls (see 6).
• Work with sales people individually to overcome problems, build strengths and provide opportunities for development. See Personal development plans.

3.4 Monitor progress by holding quarterly performance appraisals.

• Be positive. Focus on opportunities to improve performance.
• Pay particular attention to those areas where employees may feel little incentive to perform. For example, keeping good sales records.
• Discuss with individuals whether underperformance is their own fault or a problem with some aspect of your sales strategy or sales support.