![]() ![]() One of my favorite examples of this kind of positive deviance research comes from David Marsh and his team with the Save the Children Federation. Specifically, note the behaviors that set the positive deviants apart. Have the observers use the process-flow charts and the tips to guide their observations. ![]() If possible, have the less successful salespeople observe and listen in on the most successful salespeople, and vice versa. These are the specific calls, days, or weeks when you’ve been most successful. If you are on your own, look for the times when you’ve been the positive deviant. Use positive deviance: If you have a sales team, the next thing to do is to look for the positive deviants: the salespeople who are markedly more successful than the rest. ![]() Identify the exact steps or behaviors that need your particular attention.Ĥ. Also look at the steps where you could use some improvement. Evaluate which step you excel in based on the data. Track “move forwards” on each step in the sales process you’ve mapped. However, also collect data on interim steps. Of course you are most interested in the end results: number of sales and percentage of successful sales calls. Collect data: Next, begin collecting data. Now you can compare what you actually do to the ideal activities you should perform.ģ. Each of these steps is designed to move the customer further through the buying process-to bring them closer to a buying decision. For example, most sales calls include the following steps: Greeting, verification, questions, responses, information drops, and closes. In addition, it is helpful to map an “ideal process” based on what you know about the activity. What is actually said and done? Try to capture a typical day and a typical call in five to seven steps. What do these people do? Map the progression of a sales call. Create a process-flow chart: Map a sales person’s day from beginning to end. To find the most accurate behaviors, continue with the following steps.Ģ. While internet research is a good place to start, be cautious with the information you find, and most importantly, never let a Google search be the end of your research. Most came from commercial firms that are selling something and didn’t have any research data supporting them. So I broadened my search and found a lot of useful tips by searching for the terms “telemarketing sales” and “tips.” These tips were a great place to start, but I was skeptical so I asked myself two questions: “How relevant are the tips to my exact situation?” and “How credible are they?” Most of the tips were somewhat relevant, but many had little credibility-other than sounding more or less plausible. ![]() Google scholar was full of books and academic research that was not very interesting. Begin with Google and Google Scholar: I did some Google searches using the terms “telemarketing sales” and “best practices.” With these search terms, I mostly found marketing pitches for seminars. Here are the steps I follow: 1) begin with Google and Google Scholar to find tips and best practices 2) create a process-flow chart that maps the temporal flow of the activity 3) collect data on key points in the process 4) use positive deviance-with myself and others 5) set up an ongoing tracking system to analyze and adjust. I’ll use your question to suggest some steps anyone can take to find and refine vital behaviors. Most of the time, we have to pull ourselves up by our bootstraps and do our own research. Your question is relevant to everyone-not just those involved in telemarketing sales-because few of us can ever find statistically supported, tried-and-tested vital behaviors that deal with our specific issues. I am looking for the vital behaviors that will lead to telemarketing sales and I’m wondering where I can go to find statistically supported, tried-and-tested vital behaviors for this outcome. I am currently attempting to put the principles of Influencer to work, but I am struggling to find those vital behaviors that are more than hunches. ![]()
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