When Something is Measured -- it Improves

In the 1930's research was conducted which determined that what is measured will improve. This became known as the Hawthorne Effect and it found that when something is measured it improves, but when it is measured and reported, it improves exponentially. By reporting the information, accountability is instantly incorporated into the measurement.

At first, it can be somewhat uncomfortable or cumbersome to start tracking results. Many times the accuracy of the information is not completely accurate. It takes some time to get it right and make the tracking process efficient. But, over time it becomes easier and the information more reliable. The important thing is to stay with it and don't stop.

What should you track? The answer is simple -- anything that you want to improve! Track anything that has an impact on the efficiency, profitability, service quality or systematization of your business. Determine what is important for you to understand in order to make your business a better business and put the tracking systems in place.

Be sure to use the information though. Tracking the information and then keeping it secret or just putting it in a file somewhere won't maximize your efforts. Report it to anyone and everyone that will benefit from knowing it and can help you improve the area being tracked. By measuring how well you do things in your business you will be able to build a stronger, more efficient and healthier business. Many of the items you track may not directly show up on the bottom line of your financial statements, but the impact will ultimately make the business better and a healthily, efficient and growing business is essential to improving profits and happiness in your business.

Don't hesitate to get an outside perspective on what and how to track all the important things in your business. An outsider perspective can be priceless when it comes to working on the health of your business. As business coaches, my partner Ralph Berge and I have the experience to help you with this. Give us a call and we will be happy to help.

Creating a Sales System

Recently coach Ralph Berge posted information about creating systems in your business. One of the systems to look at in your business is the sales system and how sales are created in your company. When you ask many of the greatest salespeople in history what their secret is many would answer – personality. But when asked how to quantify and teach personality to others, these super salespeople are often stumped. Teaching great sales involves a major re-education and a focus on systems that make sales simple.

Sales scripts not only increase the sales of top performers but also produce amazing results for the entire team. One rule of thumb, which can be used in selling and in life, is that what you can measure you can manage and grow! The ultimate test of a superior salesperson is how consistent their results are and how consistent the results are for the entire team. Using a sales script achieves this consistency and makes the training of new team members simple and effective.

By introducing a sales system like a script, you can then measure conversion on a daily basis and your sales will automatically increase – guaranteed. So, exactly what does a sales script look like, how do you write one and how is it used? Let’s look at this now.

A sales script is a documented, methodical, learnable, effective system of selling your goods and services. It is a written process on paper designed to give the salesperson control of the call (while the customer ‘feels’ in control) and create a desired result – the sale! It is written by your number one salesperson, in answer to the question – Exactly what do you say to a prospect to get them to buy your product? You may even choose to reward your top salesperson for doing this by offering them a great incentive such as a percentage of extra sales.

Let us briefly outline key parts of the Action sales script. Obviously, there are differences between sales scripts used on incoming and outgoing calls; however, I will just detail some of the universally used key Action selling lines taken directly from our sales scripts!

The opening: “Could I just outline the reason for my call?”
Permission: “Would if be okay if we go through the call that way?”
Rapport Building: “What’s your biggest challenge right now in that area?”
Below Waterline: “What's most important to you in…”
Paraphrase: “Based on what you just told me, it sounds like…”
Temperature Check: “How does that fit with what you had in mind?”
Secure the Sale: “Would it be okay if I give you the steps in getting that process under way?”
Conclude the Encounter: “Congratulations and bye for now.”

A script can be read, learned and must be practiced, used, measured and improved (if needed) to increase conversion rate of prospects to customers of all the team. Imagine taking the guess-work out of selling once and for all by using a system which makes your sales results less people dependant and more system dependant!