I’ve done some informal interviews with heads of sales and presales recently and uncovered the following, rather consistent statements:
– Heads of sales and presales tell me that about 10% of their teams actually do Discovery very well.[Group 1]
– They also say that about 70% of their teamTHINKthey do Discovery well, but actually do not (in the eyes of their senior managers).[Group 2]
– The remaining 20% of their teams do realize that they don’t do Discovery well.[Group 3]
This reveals an interesting and rather frightening gap that deserves additional thought – and action to address…! Looking at these three groups again:
– Group 1:These people are either consciously or unconsciously competent.Their knowledge and process steps need to be captured and taught to the balance of the team.
– Group 2:These people are unconsciously incompetent.This is extremely dangerous – they don’t know that they aren’t doing a good job.As a result, they don’t realize what they lack and aren’t willing to take time to learn.
– Group 3:These people are consciously incompetent.They recognize that they lack certain skills and knowledge and may be interested or willing to learn.
[Quiet question: which group are you in? (Be honest with yourself…!)]
A few ideas to close the gap:
1. Gather your best sales and presales people together (the Group 1 folks) for a half a day or so, have them generate Discovery Documents and outline the key process steps that they follow when doing Discovery.Distribute to the balance of the field.Train managers and mentors to coach Discovery role-play sessions for their team members (first making sure that the managers and mentors can use the Discovery Documents and execute the process steps well before they work with their teams!).Consider hiring a 3rdparty to facilitate and teach the above (hint hint).
2. Track closed business when Discovery was sufficient (as measured, for example, by a completed Situation Slide) vs. where Discovery was insufficient.This will help identify who is in Groups 1, 2 and 3…It will also underscore the importance of doing sufficient Discovery, when the numbers are compared at the end of a quarter or two!
5. Require reasonably complete Situation Slides prior to assigning resources for any demo scheduled to run more than 6 minutes.
Some additional observations I’ve heard from senior sales and presales management:
– Doing Discovery minimizes surprises – especially negative surprises.
– Many sales and presales teamsbelievethey have and use a consultative model – but they really don’t!
– Many people THINK they have been learned how to do Discovery, since they’ve been through one or more sales methodology training courses – but most sales methodologies only scratch the surface.Even worse, most sales methodologies focus on qualification questions as opposed to really doing Discovery.
– One senior manager positioned a lack of sufficient Discovery beautifully.He said, “What you don’t knowwillhurt you…!”
– Another head of sales commented, “In corporate America, successful sales people are promoted – and are expected to manage their teams.In the military, those same successful soldiers arefirstbrought back to teach the other soldiers how to win…”
How do you successfully teach and reinforce Discovery skills in your organization today?
Customer SuccessCon is a half-day professional conference for Customer Success executives and Senior Management/CxO’s that focuses on the challenge of increasing sustainable proven value for both customers and company. There are five events per year, each limited to no more than 100 attendees. For information, please visit www.CustomerSuccessCon.com.
Three years into a revolution in Conversational Commerce, with tens of thousands of “Proof of Concepts” and a myriad of marketplaces for microservices and APIs, there’s good cause for decision makers to take pause and examine past successes and failures along with future options.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
The MaritzCX Experience Forum is a complimentary one-day event in New York. It is designed to deliver best practices, insights from thought leaders, and inspiring idea exchanges for customer, employee, and patient experience experts. Register today for this free event and prepare to be INSPIRED. See you in New York.
Customer loyalty programs are often equated with simple “earn/redeem” reward schemes, which cannot address “loyalty” in its entirety. Learn how to achieve customer experience excellence using “Redefined Customer Loyalty Programs” as a framework to enable your company to gain & utilize a deep data-driven understanding of your customers.