Six Ways to Create Great Service for Technician & Client Teamwork12 Jan, 2007 By: Ronelle Ingram imageSource
Six Ways to Create Great Service for Technician & Client Teamwork
Like most businesses, now is the time to analyze last year’s business
performance and begin to implement new ways to bolster your bottom line and
inventively cut expenses. Over the course of last year you have likely turned
over some sales reps for a number of reasons. and although it is inevitable,
given the business, this is an incredibly expensive direct hit to your bottom
line. How expensive, you ask? Let’s take a look at the actual costs of replacing
a sales representative.
Average true cost of replacing a sales rep:
- Headhunters, newspaper ads, employment websites and job fairs: $5,000.00
- Interviews, reference checking, drug testing and assessment tests:
- Management time, six months salary/guarantees, car allowance and
- Sales, software, CRM,product and administrative training: $5,000.00
- Total 90 day lost territory revenue/profit estimate: Lost revenue:
$35,000/month X 3 months = $105,000.00;
Lost margin @ 30% X 3 months = $ 32,000.00
These are staggering numbers that speak clearly to the need to make sure you
have recruited and hired candidates with a high probability for success. There
are techniques that can be employed that will dramatically increase your chances
of success by measuring a candidate’s effort, creativity and energy before you
The key in both situations is to measure their communication skills, their
selling skills, and of course, their effort.
Techniques to measure candidates skills
1. After the first or second interview with a candidate, hand that
individual one of your product brochures. Explain that you would like him or
her to return in a few days to sell you the product. Don’t give the candidate
any more information. You want to see how much effort the candidate puts into
finding out about your company, products, needs and so on. Then in the next
interview, evaluate the following:
> Amount of research, time and effort put into the
> How creative the candidate got with his or her approach.
> His or her selling skills from start to finish.
2. If you’re interviewing an experienced sales rep you might ask the
candidate to sell you the product they are currently marketing. You can still
use your own product as part of this exercise to measure preparation and effort
prior to the next interview. The key in both situations is to measure
communication skills, selling skills and effort. Of course, if the candidate
doesn’t attempt to sell you the product, you’ve got your answer.
3. For the next interview, have the candidate bring back a detailed
outline of what he or she would do to ensure success by the end of the first 30
days after training. This will not only evaluate the effort spent thinking and
writing about activities and goals, but also illuminates his or her thoughts
regarding what it takes to get the job done.
4. Why them? Why us? Have your candidates list ten reasons that make
them feel qualified for the job and what they can offer your company. Then have
them list several reasons why they want to work for your company, why your
specific industry, and a lot more.
5. After the second or third interview, have the candidate spend half
a day in the field with one of your experienced sales reps. Select one of your
better reps and make sure that person goes through a typical day of sales calls
(canvassing, customer visits and appointments). This is a great chance to
expose the candidate to a realistic view of the job – while simultaneously
recognizing your sales rep as a role model. Another benefit? The candidate may
open up to the sales rep who will be viewed as a peer, about questions and
concerns that might never come up during the official interview. Involving a
senior sales rep in the employment process not only helps the candidate make a
better career decision, but will in turn, help to reduce the amount of turnover.
More in depth recruiting will dramatically increase your probability for
hiring success and begin the process of reducing the incredible expense of sales
Look for future articles here that will share additional techniques that can,
and have, worked effectively for many dealer clients.
Howard Meltzer is the managing partner of Pro/Point Management Services,
Inc., a national sales management consultation and on-site sales training
company for office equipment dealers. For more information, call 904.285.8542 or