What differentiates an average salesperson, and an exceptional salesperson?

I really like, and echo, what Dennis says: They seek out and learn all aspects of the company they represent.

I have found this to be true as well and would add that exceptional sales people will further leverage many of these folks (ops, accounting, marketing, customer service) by directly involving them (as appropriate) with customers in the sales cycle. Also, the best sales reps will be quite demanding of their internal partners to help them close a deal or move the sales cycle forward. If done the right way, I think that's OK.

One other comment ...I've have consistently found that the best sales people work very hard and the average reps "watch the clock" or worse.

Geoff Vincent, CEO
http://www.bizcompare.com

The average sales person does not understand that NO is a great word. They run away and avoid it at all costs. The exceptional sales reps understand that the their time is "just as important" as the prospect/customers time. Instead of staying with a sales call for 45 minutes to try and "convince" the prospect/customer that their particular product or service is right for them, the exceptional sales rep finds out in the first 5 to 10 minutes if they are wasting their time. Exceptional ones then go on to find someone who "wants" to talk to them. They understand that they have just planted a seed that may sprout something in the up coming months (pipeline).

Average sales reps are poor question askers. Exceptional sales reps understand that the more information they get, the better chance they have of providing a solution for their prospect/customer.

Exceptional reps practice (role play) and study their craft. Average reps believe they have all of the knowledge they need and that they are just "naturals" at the sales process. I guess that's why less than 10% of all reps are considered Exceptional.

We find that exceptional sales reps have a job suitability above 90% and the average sales reps have a job suitability below 85%.

As an an engineer I never watched the clock. Then as I moved up the corporate ladder I noticed a stampede of employees coming in the office every half hour in the morning--we had staggered work hours. Eight and half hours later there was a stampede out of the office every half hour. It wasn't until my MBA program that I realized I was watching the impact of poor management on employees' behaviors. When employees do not perform their jobs well we need to look at how managers are doing their jobs.

Geoff added a very good point.

We have found that team selling works well since the prospects interacts with those they will be dealing with. There in nothing better than the various department supervisors getting the direct scoop from the prospect and vise versa. It also shows the prospect how important they really are to your company. When they become a client the relationships are already in place. Also there is less miscommunications between sales and operations.

Outstanding reps will find ways to get executive management involved as well. What we usually do is copy the President at some point during the sales cycle on communications sent to the prospect on key issues. Not only is the President informed but the prospect sees the President is involved or at least briefed as to the importance of the ongoing negotiations. Another point is that the President on the sales person’s company sends an introduction to the prospect’s President as a letter of introduction, a thank you for considering his company as a vendor and an invitation to connect directly at any time during the sales cycle. Outstanding reps go above and beyond. That is how they get to the top.

Speaking from an Inside Sales/Telephone Sales Call Center perspective - It’s all about the quality of the ‘Humanware’ you deploy to begin with.

Hiring the wrong Inside Sales/Telephone Sales Agent is the Root Cause of most Call Center Performance Issues. It’s also a significant drain on your Budget & Bottom Line – on Customer Satisfaction - and on overall Sales Results. Every failed hire represents wasted dollars down the drain. Not to mention the Lowered Productivity, Poor Morale & Higher Absences associated with a Poor Job Fit.

While most everyone can use a telephone - not everyone is cut out to work in an Inside Sales/Telephone Sales Call Center environment.

Typically there are 3 grades of Agents found in an Inside Sales/Telephone Sales Call Center: (Above Average), (Average), and (Below Average).

(Above Average) Agents seem to have “The Right Stuff” that pushes them to succeed & a natural compatibility with the duties of the position. They work hard - exceed expectations - do more than asked - achieve high-quality consistent sales results - deliver great Customer Service & Support - can always be counted upon - need little direction & work extremely well with everyone.

(Average) Agents perform their duties adequately enough “to get by” - but no better. They are the partially competent. Generally they’re strong from a Skills standpoint but missing a key ingredient or two from a Job Fit, Sales Closing and Customer Service standpoint.

(Below Average) Agents are the people who just don’t fit somehow. Sometimes they’re good people in the wrong jobs. They need extra coaching & supervision just to achieve average results. Often they cause unnecessary conflict. (Below Average) Agents have Higher Levels of Absenteeism - Lower Levels of Productivity & Sales - Poorer Performance & Customer Satisfaction Ratings - and they generally have a Negative Impact on Team Morale.

(Below Average) Agents represent the real problems in an Inside Sales/Telephone Sales Call Center workforce. While (Average) & (Below Average) Agents may seem fully qualified at the Interview Stage – they’re a Poor Job Fit – the cost of hiring them is enormous – with little value add to an organization– and a negative impact on Sales Results, Service Levels, Customer Satisfaction and Brand Reputation.

Top performing Call Centers drive their Revenue & Performance through superior hiring tactics. We help employers gain better insight & more accurate predictions as to which applicants from a pool of Candidates would perform up to, or beyond their established standards. You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at http://www.telesoftsystems.ca/64201.html