A Reseller Educational Series: Management Skills for Success

First, work on basic or formerly “natural” skills. For example, in an up market everyone has a positive attitude — naturally. Now, you have to work at it. In particular, you need to work with your sales and support teams as they have daily contact with customers and prospects and you do not want them projecting a down attitude.

“Build a winning team” is a standard mantra but in tough times your entire organization has to grasp the fact that everyone is in SALES regardless of their title. The company will survive as a winning team or fail as a collection of losers so sharpen your coaching skills.

I often get asked the question “How do you luck out and always have the best products to sell?” Well, luck has nothing to do with it – I make sure I am aligned with the best products via in-house development or partnerships. If your products or services do not stack up against the competition then you must switch or fight. If you cannot switch then sharpen your team’s fighting skills to make sure they can deliver the winning punch. Focus on the unique features of your products or services. Stress that your company “adds value with the industry-best pre-sales and post-sales support — whatever it takes to win.”

Over-deliver on your commitments if slow times have resulted in extra time. For example, call customers and ask, “is there anything we can do anything for you?”. A few minutes of free product re-training goes a long way in demonstrating your commitment to service. Customer retention, including support renewals, is critical in a down economy — fight for success.

Price often comes up as an issue but generally, it is not the most important issue. Refine your negotiating skills so you can uncover the real issues and avoid price cuts unless absolutely necessary. If a customer wants a discount for recurring revenue like annual support contracts be prepared to offer a 3 or 5-year option.

For more info: http://blog.tmcnet.com/blog/rich-tehrani/nortel/selling-communications-in-a-recession.html

Max Schroeder (News - Alert) is Senior Vice President of FaxCore, Inc. (www.faxcore.com).

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