If you take the morning post about role-playing and then think about which role-plays are the most engaging, incredibly helpful and very relevant, I would suggest making them hard. Think about all the issues your team faces regarding the sales process, the customer and the overall experience. Make ‘em hard. All too often, I find managers take the path of least resistance and make them easy. The easy ones are, well…easy.
I am of the belief learning occurs with greater results when sales reps have to think, problem solve and think creatively…particularly if the issue is very hard and they make mistakes. Making “issues” the focus may in fact keep them from happening in the future. For far too long, some organizations feel building esteem is more important than building problem solving and improvisational skills. Every day they are on the sales floor life shows itself as unscripted and they must think on their feet. I remember establishing a program with a prospective client who insisted any role-play or simulation must guarantee success. It must be easily solved, must be win-able and must provide the opportunity to celebrate what they have done well. Wow, so you are saying, stack the deck so they get a winning hand and then that will make them successful? I agree that an issue must be given, must be played out and must have feedback afterwards. I also believe that you celebrate what they did well and be given their opportunities for success. HOWEVER, I firmly believe role-plays must be hard and laden with issues and NOT EVERYONE SHOULD GET A TROPHY (BTW, also a variation of the title of a great book by Bruce Tulgan). This does not imply you deal the team a non win-able hand. It suggests you challenge them before, during and after the role-play.
Issues may or may not happen during the course a sales day. The mere fact you challenge what may or may not happen does expand the team’s ability to embrace “hard” stuff. and to think “What If”.
What about some questions from managers.
What is the best way to communicate to your team when they are not implementing properly?
First off, what is meant by “not implementing them properly?” Is it a question of not able (training), can’t (something is blocking them), not there yet (habit has not been engrained) or won’t (willingness)? Each one of these has a different course of action. You see, the best way to communicate value for the task will be linked to what is influencing their choice. The simple answer may to just ask them, is this skill or will? If it is skill, this will take (possibly a lot of) time and effort to get them to a place of success. If it is will, coach them out.
Sometimes the issues are not work-related, what do I do?
Well first, if the issue is confirmed as non-work related, be careful. On one hand, what happens at home should stay at home. You are not their parent. However (and this is a big however), if what is happening at home is taking place at work and is affecting the job at hand and is observable, coach-able behaviors, then provide your feedback. Here is the thing, if someone is having issues with their loved ones at home – that is their issue. If the issues find their way into customer interactions or activities on the floor in the store – that is something you deal with. It is incredibly difficult to separate your personal life from your professional life. One absolutely influences another. If the job is being jeopardized, handle it professionally, emphatically and based on policy.
What if they just don’t care?
Think of this question for a moment. Do you really coach unwillingness? Really? If someone is unwilling to be to work on time (which by the way is a very simple thing to accomplish), what is the likelihood they will be unwilling to do something more complex? “Don’t care” is an easy coach. They have the option. Play or not play, answer the question? If they are willing to change and commit to a different approach, you win. If they choose not to play and leave, you win. Do not waste your time. Life is too short. Oh yeah, be very proactive about willingness. Be a very good recruiter!
While this may sound odd, I like issues. They expand our awareness, our abilities and our accountability. Make role-plays real. Make them relevant. Make them robust. Make them cause the learner to reach. Then they better retain.
Cheers