This video covers knowing when to get involved and use your senior status to increase engagement and revenue.
- We've talked about letting your rep own their own sales calls, but what level of involvement should you have in ongoing account management? The short answer is you should be involved in account management with some frequency, both behind the scenes, and at times, in front of the customer. Now your rep runs the account, but your presence can help your rep in several ways. First off, if you go on calls with your rep, you may have the opportunity to ask new questions that your rep hasn't been able to ask, and this could result in upsells and actually create a stronger relationship between your rep and the customer.
But the second thing you can do is your rep should be able to use your presence to bring in more senior players. Your rep should consider you as a resource to help them get higher in the customer's organization. And what this does is this may solidify a relationship as more senior person who may only be seeing this as a bottom line situation, but enables you to build some rapport with them that'll have a halo effect on your rep. Now lastly, when you go out with your rep on calls, it does give you another opportunity to coach them, because not all calls are the big closing call.
So when you're coaching your rep in ongoing account management, it allows you to add even more value. So you should be regularly accompanying your rep out in the customer site, but you should also be coaching them behind the scenes on their phone calls and their email responses. So going out in person and coaching them through the account management process behind the scenes, particularly on those long sales cycles, those two things will ensure that they have a better chance of ultimately closing the deal.
- Understanding your role
- Setting the tone as manager
- Recruiting the right people
- Dealing with inherited bad talent
- Making sales meetings count
- Working with marketing, accounting, and product
- Communicating with senior leaders
- Dealing with failure