Here’s another awesome question from a reader!
Dear Captain Reman,
I want my phone sales people to be amazing, and I know mystery shopper programs are one way to do this. Can you tell me how I can put one together, or should I just spend the money and get outside help?
A Concerned Executive
Hey A.C.E.,
Great salespeople are typically their own worst enemy…and their own best coach. Instead of hiring a mystery shopper, why not do it yourself?
In my experience, the most effective method is:
1. Record a handful of REAL phone calls (both good and bad).
2. Play those calls back at your sales meeting (both good and bad) and offer NO feedback.
3. Ask the sales team to evaluate and coach one another.
4. From that advice, establish a list of “best practices.” NOW you can add your own insight and ideas to developing the best practices.
5. Keep recording calls and play a few at each week’s meeting.
It’s a pain in the butt…but it’s also the most powerful coaching I know of. Most of your reps already know what to do – they’re just lazy, or apathetic, or scared. When they hear themselves on tape (especially in front of their peers) they’ll shape up quickly!
Captain Reman
Stay Tuned: Next week, we’ll share what you say, AND tell you what I look for when reviewing calls with my sales team.