Customer
Connections
Dealing With an Unfocused Manager
Dallas Business Journal - October 13, 2006
by Maura Schreier-Fleming
Dear Maura:
Dear Maura: I make joint sales calls with my
manager. When a customer asks a question his answer is never a response to
that question. You can see my customers are uncomfortable when the answers
make no sense to them. Furthermore, he starts telling the prospect what it
is we do without first learning about the company's issues. I'm caught
between avoiding sales calls with him and not getting the value his
presence as a manager creates for some prospects. What can I
do?
-- Working for an unmanaged
manager
Dear Working: When you plan your sales calls
with your manager, begin with a sales call to your manager.
You've got to explain to him or her the
objectives you want to accomplish and very specifically how you want them
accomplished. You need to control the sales call by starting out with the
introductions. Then tell your prospect why you brought your manager
along.
Be specific about that so your customer knows
to ask you questions instead of your boss. You could say, "I wanted my
manager to meet you so that he could learn more about your business and
how our services can increase your productivity." Then you immediately ask
the sales questions you have planned to start the sales call
discussion.
Make sure you and your manager have a game
plan outlined before the call. Include who will answer questions. Make
sure you offer and get agreement to cover the areas you know him to be
weak in.
You can coach him on the questions you expect
and how you'd like him to respond.
Perhaps your boss is unable to handle the
spontaneity of selling. This scripting will de-escalate his nervousness
and poor listening which results.
If, despite your coaching, the problem
persists, just hope your manager is on the mailing list for upcoming
listening seminars.
He'd be a hot prospect.
SCHREIER-FLEMING is the president of Best@Selling
(www.bestatselling.com.)
This article Dealing
with an unfocused manager also appears online at the Dallas Business
Journal
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