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What are some good examples of effective role playing activities for sales training?
What are some things that have really been effective for your sales reps when doing role playing exercises? I have always found that video taping the scenario helps. What have you found to be effective?
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4 Answers
Great question! My friend Mike Brooks always says, "Perfect Practice makes Perfect!" Assuming you're using scripts (you do have at least some sort of script or written down outline right?), you can then use one of several role playing activities for sales training.
Role playing can be a time-consuming task and it's one of the most effective ways to make your reps better. So here's one role-playing exercise that I like to do with reps that are in their first 45 days:
Role play the first step of the sales process for 15 minutes per day with your manager. This goes by really quickly and can be done via cell phone on your way into work. Call your rep: "Hi rep, this is Mr. Customer from XYZ corporation returning your call, what can I do for you?"
Boom! Go! Your rep is on. And you cut the call off when the rep has disqualified you or moved through the gates representative of the first step on your sales process.
If you assume that your reps will be spending most of their time in the first step of the sales process (the funnel is wider at the top than the bottom right?), then this will give them the practice they need to handle 80% of the situations they will deal with on a daily basis.
Here is a great role playing exercise I have used for years. It really re-enforces the need to ask tons of questions.
Get two reps. One will ask the questions and the other will answer. Here are the rules;
Either rep can pick a topic.
The rep asking the question can not talk about them self, their product or their company.
They must stay on topic
The question asker must ask questions for 2 minutes!
Think about how much information the questioner will get by only focusing on the other person.
Bottom line, it teaches your reps the keep their focus on their customer and stops them from trying to sell too soon.
I know of many companies who do not use role play exercises because of push-back from sales reps. We call it "Seller's Practice" rather than "role play" and that helps take the edge off for most folks.
The biggest advantage to "Sellers Practice" is that newer reps will make mistakes, and isn't it better that they botch up a conversation with someone internally, rather than a potentially large sales opportunity- or leave a new referral partner wondering whether they should refer deals your way?
Any piece of the sales process can (and should) be practiced. From getting comfortable leaving a powerful, brief voice mail message, to engaging with a prospective client by phone, to talking with a potential strategic partner, to presenting in person, or on how to move a sales opportunity forward - each should happen:
- with a specific process (ours are in writing)
- as part of on-boarding training
- with managers or reps who take this part of training seriously
- with occasional use of video - the best way to offer self-awareness
One company I know has a new outside rep practice making calls on other reps in the company, then gets their final "test" by calling the senior vp - who is really tough on them. This way they do not goof up real opportunities.
Just like athletes who practice all week - sellers need to be ready for any answer, and be able to talk off the cuff - professionally and in ways that build relationships - and hopefully advance an opportunity at hand.
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