When I spoke with Alyssia and Abby, we talked about how sales has been revolutionised over the last couple of years. But change isn’t new — things have been changing forever, and will continue to do so. Sales teams are always rapidly adapting to new strategies and business values — the best salespeople thrive in that ever-changing environment. Of course, one thing that never changes is the push to generate leads and increase sales productivity.
On top of that, as I talk with customers, I get a sense that there is a built up demand for something different. Customers are starting to buy in different ways, and sales leaders have had to quickly pivot to meet that demand.
Finally, cross-channel selling is made more complicated as the channels themselves are constantly changing. So how do you reach your customers in this continuously evolving market? And how do you lead a modern sales team effectively to help them reach their goals, achieve the best results for the business, and ultimately provide your customers with what they want, when they need it?
My conversation with Alyssia and Abby was built on the three phases of the modern sales process:
Throughout our talk, I was reminded again and again of the ways that these two experts are maximising the productivity of their sales teams and driving growth for their business. Here are five major takeaways that I want to share with you.
At the heart of everything Alyssia and Abby do, is data. As we’ve already described, real time data, based on a 360-degree view of the customer, is at the root of every decision that they take.
Abby described how Trustpower is leveraging automation to surface service availability, rates and pricing, and eligibility for rewards and offers. Not only does this create a smooth customer journey, but it also allows salespeople to focus on the conversation, not the product.
Automation also helps mitigate errors — as Alyssia pointed out, quote-to-cash tools help sales, marketing, and service teams, but they also protect the company from a financial point of view, which saves finance teams a lot of time and effort too.
The ways we work have changed over the last few years, and we’re never going back to the old ways. With more and more people preferring a flexible, hybrid way of working, there are growing challenges in keeping sales teams cohesive, productive, and happy.
Abby described the process of moving Trustpower’s workforce onto a hybrid way of working. “We were really early adopters of flexible working arrangements, and when the pandemic hit New Zealand, we were piloting a cloud-based telephony system, which we were able to scale in a matter of days,” she said.
But you can’t just implement the best technology and leave it there. As Abby described, “the technology did a great job, but it's equally important to think about connection and how you maintain your relationships with your people virtually. We're continuously refining things from an employee perspective. It’s a constant state of change and evolution.”
It’s fun to experiment with ways to keep your teams connected — not everything will work, but as we all settle into a hybrid working environment, we’ll each find something that works for us.
The ‘Why’ element of the modern sales process is perhaps my favourite. These days, customers make purchasing decisions based on a wide range of criteria, many of which have nothing to do with your products — they care about your values. By understanding your customers, and defining your values, you can make sure that every person in your organisation is aligned.
As Alyssia said, “you have to start with the customer. You have to know them in order to connect with them. Understand what your target market is, and align your teams to that. We ensure that we have industry expertise in our teams, so that sales teams can speak their language – that helps them give value back to the customer."
This shared vision, of course, extends beyond your sales team. Alyssia emphasised that it’s vital that we recognise that selling is no longer just the responsibility of the sales team — it involves the whole business. In fact, you could say that it’s not selling any more — it’s customer experience optimisation. As a whole business, have a shared vision of what drives business forward, and what success means for your customers.
Every team should understand how they fit into generating leads and making things better for customers, and every member of those teams should understand how their contribution helps. Of course, this boosts motivation, and connects every person to that shared sense of purpose.
As well as contributing to our webinar Pro Sales Tips: Blueprint of the modern sales team, Abby and Alyssia have shared more tips in to our 21 Pro Tips ebook series. Download them now to get advice from industry experts, Trailblazers, and Salesforce execs, including yours truly!