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MEASURE FOR SUCCESS A bank that wanted its tellers to be friendlier hired for what they felt was an impossible task. Friendliness, they’d said, was subjective. I accepted their challenge and asked customers in the bank’s lobby what they thought made a teller friendly. I even showed the customers different photos of tellers and asked the custom- ers to rank them in order of the tellers’ apparent friendliness. According to the bank’s customers, friendly tellers met several criteria: They smiled when they greeted a customer, used the custom- er’s name as soon as they had it, and engaged in some conversation not related to the transaction at hand. Lesson: If you can’t measure it, you


can’t manage it. In most cases you can find a way to measure and monitor almost any behavior. Ask yourself what, specifically, you expect from your sales- people; then, make it clear to them. Many of the problems I see can be


VIDEO: HOW TO GET YOUR SALES TEAM TO EXECUTE YOUR SALES STRATEGY


solved fairly easily simply by taking a closer look at them or by taking the time to think them over. In the words of Norman Vincent Peale, “Every problem contains the seeds to its


own solution.” If you use a little logic and common sense, most of the time you’ll find the solution to your prob- lem right under your nose – as long as you communicate with people. 


BUILD YOUR CAREER WITH US


At Hilti, a career in professional sales offers you the chance to achieve great results.


Over 80% of our management positions are filled internally.


With premium products, services and software, you can focus on engaging our loyal customer base and developing lasting relationships. Our standards are high, and that includes our training. So we’ll give you all the knowledge and equipment you need to be successful.


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SELLING POWER AUGUST 2019 | 15 © 2019 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.


BC • 06/19


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