Sales coaching is one of the keys to developing a high-performance sales team. Unlike sales training, sales coaching is more individual in nature than typical sales training.It's also a prescriptive measure, while sales training is proactive. Both are important, and each can build on the other.
Micro-coaching is my term for a particular style of sales coaching that can pay big rewards. Micro-coaching is completed in very small episodes throughout the day, week, and month. Brief bits of sales coaching increase the number of "touches" between the coach (usually, the sales manager) and the subject of the coaching (the salesperson). By definition, these micro-coaching session are brief, so what you gain in frequency you lose (by design) in length.
Micro-coaching expands the number of pats on the back, suggestions, observations, questions, goal-setting, examination, preparation checks, micro-role-playing, reminders, and other touches that are shared during any given time period. The increased quantity of these touches help build rapport and trust between the two parties, and also help create sales performance improvement. The consistent, on-point, focused micro-coaching conversations help keep the employee consistent, focused, and on-point.
Note: Micro-coaching has little or nothing in common with micro-managing (which, in my opinion, would be more accurately called micro-controlling rather than micro-managing...but that's another blog post).
There are times a longer coaching session is in order. Identifying ongoing weaknesses, developing a development plan, or developing a strategy for a particular client would be better accomplished during a private coaching session that's perhaps one hour in length or even longer. But micro-coaching can be dispersed easily throughout the day, even though all the players' schedules and plates are full. Micro-coaching is easy to fit into virtually any day.
Here are 20 examples of micro-coaching that can be accomplished while you walk by your salesperson on the way to the restroom at the retail store, or walk past their cubicle in the call-center, or when you both meet at the water-cooler, or on your way back into the office after lunch:
1. Michael, please don't forget to call me with your sales numbers after your appointment tonight, okay? I can't wait to hear how it went.
2. You're looking great today! It's great to see you in those ironed pants! (perfect for an employee who you previously talked to about wearing un-ironed, wrinkled clothes to work).
3. I listened how you added-on the widget to your sale to that last customer. That was FANTASTIC!
4. Stephanie, just a quick reminder: Don't forget to acknowledge the objections of your customers. Can you make that work?
5. Sometime today, I'd really like to ask you to observe how Rachel handles getting the paperwork signed. Watch her a couple times and let me know what you you think, will you do that?
6. Dan, it's time for a smell check...come over here and let me see if your clothes smell smoke-free (appropriate for someone who you have talked to previously about smelling like cigarette smoke).
7. I've got a lottery ticket in my office for you if you sell a widget this afternoon.
8. I really like how you're learning to self-edit your comments after the shopper asks you a question. I really think the shorter, more precise responses are working for you.
9. Becky, I know it's hard for you being on the bottom of the sales pile this month, but I want you to know I believe in you. I'm sending positive energy your way!
10. Jose, don't hesitate to look your customer directly in the eye when you tell him you can't meet his price. Eye contact works!
11. I can't wait to see what you do selling our new line of eco-friendly widgets. What do you like best about them?
12. I heard your last greeting. Just remember Stephen, you've heard that greeting over and over again, but your prospect has never heard it before. Make it sound fresh every time, okay?
13. Do I detect a little extra confidence in your selling today? I love it!
14. It's important that you don't have soda out on the sales floor, John. Will you please take your soda into the break room and leave it there?
15. You've always been so accommodating in the past, which I really appreciate. I'm wondering if I could ask you to stay a couple hours later tomorrow night so we could finish changing the signage, and while we're doing that, I'd like to share a couple ideas for you on how you might be able to improve your closing.
16. You're one of the most organized salespeople I've ever seen, Rox. It's really impressive what you do.
17. Patty, don't be afraid to hand the product X samples into your customers hands. I noticed this morning with that customer you asked them if they wanted to see the samples. I think I might just hand them to them without asking. Does that make sense?
18. Annette, you're so darned good at selling, I'm just wondering how much better you could really be if you'd just learn to be quiet after you ask your closing question! You've got to get that down for once and for all!
19. I loved how you did the sales script just now - very impressive, Lori.
20. Megan, we've been talking about getting you to do a better job of matching your prospect's pace. How do you think you did with that last prospect?