Latest / Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint / Sales Boss 101: Practical Ways to Boost Your Team's Performance

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Sales Boss 101: Practical Ways to Boost Your Team's Performance · Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint

0:01
Today on the podcast, we're going to be looking at call
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support. I repeat today on the podcast,
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we're going to be looking at call support.
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Now, call support is just one of these things that a manager or a
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business owner can do to support the sales team, help the sales
0:19
team to sell more. And I must admit, excuse me,
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even though the podcast has been going on for a while, usually I
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focus on how to make the person who has the sales responsibility
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sell better. So for those of you who are
0:38
entrepreneurs, self-employed, I've been focused on how to get
0:42
you to sell better. For those of you who are
0:45
salespeople on behalf of someone else, Aspire, you work for Orga,
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you work for Madam, and Madam has given you charge of selling
0:54
one or two things. My focus has always been on how
0:57
to help you sell better, but I have forgotten and I've often
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lost sight of the fact that there are things that Olga and
1:09
Madame can do to help you sell better as well.
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And so one of these things that we're talking about today is
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call support. I'll explain what that is in a
1:21
moment. So hello and welcome, especially
1:25
those of you discovering the podcast for this for the first
1:28
time. My name is Tavishima IED, I'm
1:30
the host of the podcast. I'm making today's recording at
1:33
home. So there's going to be noise in
1:34
the background. Now, if you like things business
1:38
related, solving business problems, how do we get profit?
1:41
What's wrong with our marketing? This negotiation is not working
1:44
out, you know, blah, blah, blah, stuff like that.
1:47
Then this podcast is your jam. And so subscribe on the Spotify,
1:51
YouTube, Apple or any player of your choice.
1:55
And if you'd love to connect with me, you can call, send a
1:57
text message via WhatsApp message on 08064662140.
2:05
So like I said today, call support.
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That's what we're going to be looking at.
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What is call support? What are the kinds of call
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support that is sales manager can offer, can offer to the
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sales team or that an Olga can, you know, use to help the sales
2:21
team? And then why is call support
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important in moving the business forward?
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OK, so call support now and I explain it by the way, on the
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podcast, every time I give a definition, I am not trying to
2:36
give you the textbook definition, the academically
2:40
correct definition of what a practice is.
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I'm just trying to use a very simple everyday working man,
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working woman definition so that you remember because it's my
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core thesis that easy to remember means easy to do, easy
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to apply. So for those of you who are
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nerds when it comes to these sorts of things, please don't
3:02
send messages and correct me. I understand.
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I know my definitions are limiting.
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I'm just trying to give a definition that somebody will
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remember and that somebody will do.
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So call support just means there's somebody responsible for
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making these calls. You are the auger.
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What can you do to support this guy or to support this girl?
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To lift them up small, to help them small so that they can be
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more effective at their job. Now call support doesn't mean
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you're abdicating responsibility as per these guys responsible
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for selling. If me as org, I'm not doing call
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support. If me as Madam, I'm not doing
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call support doesn't mean I'm doing this person's job.
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Sometimes it might feel that way.
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And to be honest, call support is one of those aspects of
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improving sales performance. That you as the organ, you as
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the business owner, you as the Madam is one of these parts that
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you will find frustrating. But unfortunately, depending on
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your organization, it might be a necessary step for you to take
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to improving your finances. Now, I have spoken to a few, not
4:22
too many, you know, like 2, let's say 2, two or three people
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who think they are not caught out for this because they don't
4:32
have the right disposition or something.
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But don't worry, this is something that anybody can do in
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your own unique way. Even if all you do is you say
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why, you will come and sit down, watch me make a call.
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You make one or two calls even that is helpful and it's
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instrumental if you don't think you are good enough to to coach,
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but just know that nobody is born a coach.
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Just like we learn how to walk, we learn how to poop, we learn
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how to eat, we learn how to drive, we learn how to, you
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know, whatever. It's the same way that we learn
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these sorts of things as well. So for those of you who are
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responsible for mining the ship in your business, you're the
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orga, you're the Madam, you're the supervisor, you are the orga
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at the top, you are the whatever.
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It's one of these things that we, it would be nice if we learn
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is going to yield some benefits. So call support now.
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It's, it's three ways. Number one, you provide
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strategic guidance because sometimes some of these young
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bloods, sorry, hold on. OK, forgive me, I thought the
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call was coming in. You know, I make these
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recordings using my phone. I mean for those of you who are
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just joining today, I make these recordings using my phone.
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So once in a while these interruptions come through, you
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know, a phone call, a text message, something like that.
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That's why I said now this thing is a three-way something.
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Number one is strategic. A lot of the young bloods that
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you have working for you now, you know it's their first time.
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Maybe they've held another job before, but they don't have the
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business argument. They haven't been working for
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too long. Your place is the 2nd or the 3rd
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place that they're working at. Sometimes this is the first time
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that they're selling. So they don't have a strategic
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importance. They don't have a strategic
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understanding, you know, of the importance of sales, how things
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work together and how to guide conversations.
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So that's a lot that needs to be taught.
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Now they're professionals like me that exist in this space and
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it's our job to help facilitate that.
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But to be realistic, if somebody has not learned this thing
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before, sometimes it might be a lot to get some people and it
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depending on their disposition. Because let's face it, there are
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some sales people who are useless.
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They don't want to learn, they just want to collect salary.
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Those kind of idiots. Well, I don't know.
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It's just to get them out of the organization, unfortunately, and
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move them to someplace else where they will be very, very
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happy because there's some people who are in sales
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departments and you know, honestly speaking, they will
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thrive in the marketing department where they're in
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charge of social media management.
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So yes, they like things related to revenue, but they want to be
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much more on the creative side and they don't want to pick up
7:34
the phone anyway. Let me not get sidetracked, but
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all I'm just trying to say is I'm providing strategic support.
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You guide people through it, OK, You know what, young man, young
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woman, in this industry, for these kinds of customers, this
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is how the conversation usually flows from this stage to this
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stage to this stage. At this stage, we're looking out
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for this. At this stage, we're looking out
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for this. At this stage, we're looking out
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for that. That is strategic support.
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You just chill in the office, maybe whether you let them know
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or not, you know, you just raise your ears more.
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You hear the conversation after that you say, actually, could
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you come here? You know, we need to talk.
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And then you put him through a through put him through a few
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things, strategic support, then tactical tactics just means what
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are the 123 steps that you need to do to do this?
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And in fact, there's one of my clients right now that the Olga
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and me who are currently fighting with the still sales
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team. And this is the level where
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we're at the tactical things because these people don't want
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to do it. You finish the call, record the
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note in CRMCRM they don't want to do, schedule the next call,
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schedule the next kind of activities, send this kind of
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text message. Now that is the, that is support
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at the tactical level, you know, do this.
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Then there's emotional guidance. Sometimes emotional guidance
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might be nice and soft. You know, you can do this, you
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can do this. Sometimes emotional guidance
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might be harsh. Like I had to scold this
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particular set 3 weeks ago when they were telling me that look,
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we can't do this, not enough time, we can't do this.
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And then one of them decide to challenge me and say that you
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do, you do this. And then, you know, I lost my
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SHIT on the call and I had to turn a calm look, do you know
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what? I have to do this because I'm
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self-employed. I kill what I eat.
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If I don't do this, I lose track of calls.
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If I lose track of calls, nothing enters my pocket.
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If nothing enters my pocket in January, me and my wife will
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quarrel in February. I had to tell him and also I had
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to tell him. That's the reason why your guy
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also is on your necks about on these sorts of things because
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your guy is looking at the fact that he has sent you 50 leads.
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Each lead is costing about 115 to maybe 6K to procure.
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So with 50 leads sitting on your desk, you didn't process any of
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them for him. That is real live, real time
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money leaving his pocket. Your revenue does not enter in
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January, February, him and Madam, they will have a serious
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conversation and here are business partners that will have
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a serious conversation. By the way, those of you salary
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earners who think you're guys always in your case, try to
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think of things from that perspective.
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For you guys, the stakes are not the same.
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End of the month will come January 31st, you collect your
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250K350K400K, whatever it is that he's paying you, regardless
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of how well you perform. So there's sometimes that
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emotional support can be rough. When you talk to your sales
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team, you talk to your people and let them know that look,
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this is the 401. This was going on.
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So times I have to shake them up a little.
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But either way, call support strategy.
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This is the overall industry. This is how the whole thing
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works. These are how conversations
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work. This is how we move from stage A
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to stage B to stage C Tactical Chukudi be doing this, be doing
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this, be doing this. Enter notes like this, schedule
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reminders like this, Send emails like this.
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And then emotional. I know you're tired, but don't
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worry. Wake up.
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Wake up. Yeah, man, don't wake up.
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Wake up. You can't do it.
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Or Cynthia, I understand you're tired, but don't worry.
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You're capable. You've been able to rise through
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circumstances before your personal life.
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You'll be able to do it here on the job.
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Don't worry, Cynthia. You are capable.
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You can do it. And then sometimes it's rough.
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Like, cool. What the hell is wrong with you?
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Come on. When you wake up, sit up my
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friend, you don't know we have bills to pay.
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Do you want to be out on the streets or more hit that phone
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and they don't mind me. So in a nutshell, that is called
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support. Now call support can be done in
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different ways. Number one by offering live and
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real time support when people are on the phone.
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Now there's some managers who the barging on the call as in
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the grab the phone, like if somebody is like, you know, the
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guy, don't they fumble too much to collect the phone and I'll
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say, oh, hello, sorry to barge in.
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My name is ABC. I'm the manager at so, so, so
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and so. I heard that you were talking to
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my colleague and I can see that he's not been able to furnish
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you with all the information that you need.
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So that's why I'm taking over this call so that if there are
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any questions, any problems, I should be able to sort you out.
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I hope you don't have a problem with that person will say yes,
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then you now continue the conversation from there.
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That is barging in for me. I never budgeting because I kind
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of think I really ruin somebody's confidence because
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you pull that kind of move on a salesperson.
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There's some salespeople that do feel as if the ground you just
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open and swallow them. So the next time they have to
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make a call now inside their heart to be Bing Bing, Bing,
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Bing Bing Bing doby shaking. So me, I don't barging or maybe
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I don't know how to barge in. Well, but anyway, you must
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budget. Please use how I say use
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discernment, use wisdom when it comes to barging in, and only do
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it in critical moments if you find that you're barging in on
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your stuff every single day. So let's say today Chukwudi is
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making a phone call. You barging, you collect the
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phone. Tomorrow he's doing phone call,
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you barging, you collect the phone.
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If in one week you barging like 4 times.
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And honestly, you might be overdoing it.
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So critical moments when it's a difficult question, a difficult
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objection, or maybe the technical issues are complex.
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The technical issues are complex and two goodies on the phone or
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synthesize on the phone and they are clearly struggling and the
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technical things need to be resolved adequately.
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In fact, that one has happened to me back when I worked in the
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Department of Works and Pensions.
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So I'd only been there for a while and there was a problem
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with the client claim and the guy was getting agitated.
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I was trying to explain some complex issue.
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Did he now enter the racial racial matter because I was back
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in the UK? The guy asked her, where are you
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from? So I thought he meant like the
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business development center. So I said, well, I'm Aberdeen
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Job Center. I said, no, you know what I
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mean, where are you from? And I understood.
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I said, oh, so I looked at my manager and just did my, you
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know, you know how you do eyebrow like you signal
14:53
somebody. And then I asked the guy, would
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you prefer to talk to someone more local?
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The man said, thank you very much for understanding.
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So I now give the phone to my manager and the manager carried
15:05
over from there, was able to explain the technical something.
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And then after that the manager came and apologized.
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Oh, I'm terribly sorry you had to go through that.
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And I said, no, it's OK, it's perfectly fine.
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Not like what's fine? But you know, anyway, it's just
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one of those things, you know, when you're doing a job as a
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foreigner, when you're doing a job in the UK or in America, you
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have to mind the phones. You know, it's one of those
15:32
things, Isaac, that is expected. You know, people don't like the
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fact that certain jobs are being outsourced overseas.
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And so somebody picks up the phone, they hear a different
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accent. They just assume that, oh, OK,
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this thing is being outsourced any by Nigeria.
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We don't face those problems. Where was I?
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So the point of just trying to make is that in difficult
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moments, complex technical issues, difficult objections,
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then yes, as a manager, you know, grab the phone, rescue
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Chikudi, rescue Cynthia, rescue this matter.
16:05
Then there's some other managers who whisper.
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And yeah, me too. I don't believe in whispering,
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but it's an option. In fact, there's once that I've
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done something similar to a whisper.
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I'm a salesperson was on a call and he forgot to ask one very
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important question. So I just sent a WhatsApp
16:26
message to the phone because I advise that if you're minding
16:31
the phones, if you make phone calls, you need a headset
16:36
because to hold the phone and you know, make 10 phone calls
16:40
every day. Your shoulder will hurt, your
16:41
biceps will hurt. So I knew that on the call as I
16:44
send a message, you know, the table flash notification will
16:46
flash on top of the screen and then, you know, he asked the
16:48
question. So that's also a form of
16:50
whispering. That's the way that you're
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helping your salesperson keep track of the conversation.
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Then there's also listening and observing, silent monitoring.
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That's the one I prefer to do. I just keep quiet.
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Just the listen, just the listen.
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Make one or two notes. Now I've heard the call.
17:05
I said what you could do, Can you step into my office for for
17:08
a minute? You know, we need to talk about
17:10
a few things because I don't believe I don't believe in
17:13
washing people down in public because probably washing
17:16
somebody down in public is that you destroy their morale and
17:20
sales. Sales is difficult.
17:22
We're trying to increase performance, bringing down
17:24
somebody's morale. It's not really it's not really
17:26
helping the matter. So I like to acknowledge in
17:31
public if somebody has done a good job, say correct, we're
17:33
done, that was a good one, we're done, we're done.
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Whatever is need to scold, you know, I'm going to wash you down
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in, in private, not in not in public.
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So, so you could come to you please.
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Or if it's an online something, it's OK after this call, you
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could it is something you are nice to talk about.
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Then after that, now talk to you could and then tell him, OK,
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this and this and this is what we could have done better.
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So that's listening and observing.
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Then another important part of it is a pre call strategy and
18:03
planning. Pre call strategy.
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I'm planning just means, look, before we hit the phones today,
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we need to understand a few things.
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What are we trying to call? What's the strategy?
18:14
What are we trying to say? What are we trying to achieve?
18:17
And let's plan how this call will go.
18:19
So in yesterday's coaching session that I had with another
18:22
customer, the one that I spoke about, another client who is in
18:27
the content production space, this is precisely what we did.
18:31
We're going to go and call this person.
18:33
You think that there's room for business here.
18:36
So what are we, what's the agenda for this call?
18:40
What are we trying to planning to do for this call?
18:43
I heard the guy out and I told him, look, you know what,
18:45
instead of trying to sell on the phone, the agenda for this call
18:48
should be #1 see if they're interested then #2 book a
18:52
meeting. After all, the office is not
18:54
far. So tomorrow on the way into from
18:57
to what you will branch their side first.
19:00
How do you see the guy say, you know what, that makes sense.
19:02
I said cool. So therefore, in his own case,
19:07
the agenda for this meeting, the goal of this meeting is not
19:10
close to sale. I'm sorry.
19:12
The agenda for this phone call is not close to sale.
19:14
The agenda is booking meeting. Are you guys interested?
19:18
Are you free? You will live around my side
19:20
self tomorrow morning around 9:00 I can pass through.
19:25
Sure. Jude is the one that is
19:26
responsible. Would you be around?
19:28
OK, no problem. That's it.
19:32
So this is pre call strategy and planning also very important.
19:36
So you're a manager, you're responsible for sales team.
19:39
You should be doing this with your team.
19:41
You are the Olga, you are the Madam, you are the Olga at the
19:45
top, you are the whatever you should be doing this as well.
19:49
Now, role-playing is an important part of this.
19:51
So almost, I mean, this year I've done more role-playing than
19:58
I normally like to do, but for a team that's.
20:03
It hasn't quite grasped the fundamentals.
20:06
It's not a bad way to get people thinking fast, thinking on their
20:08
feet and helping them to anticipate different kinds of
20:12
objections. When the customer sees this,
20:14
what do you see? If the customer does this, what
20:16
do you do? Help them to build conversation.
20:23
But this thing that I mentioned about pre call briefing is
20:26
really, really important as a sales manager or Zanoga.
20:30
OK, we're calling so, so and so today.
20:33
What's the This person hasn't returned.
20:37
This person hasn't gotten back to us since we sent the
20:39
proposal. OK, so what's the agenda for the
20:41
call? We need to have these
20:43
conversations because if you send someone a proposal, the
20:47
person has ghosted you. You can't just call without an
20:50
agenda. If the person picks, what will
20:51
you now see? So now let me leave the organ at
20:55
the top and the sales manager. Now let me talk to those of you
20:58
who hold the phones and who are responsible for selling.
21:01
Think through some of these things now because the best one
21:04
was you. Now you now begin the fumble.
21:06
Oh, it's true Cody. I'm sorry.
21:10
You remember last week I sent you a proposal.
21:15
You know all that? MMM, you know it's not.
21:19
You know it's not helping you. So before the call, do small pre
21:25
call briefing. Even if your guy doesn't do pre
21:29
call briefing for you, you do pre call briefing for yourself.
21:36
I tell people this all the time, but it's like people don't
21:38
believe me. If you can look at my desk, it's
21:41
a little scattered. Yeah, my father just called me
21:43
about that. I say that young man, you should
21:46
always clean your desk. And in my mind I'm looking at
21:48
him and saying you're telling me I should clean my desk.
21:50
Have you seen your own desk? Well, anyway, my wife would say
21:55
that's hypocrisy. No, I don't think it's
21:56
hypocrisy. I think it's just that, you
21:58
know, our parents, you know, they struggle one or two vices
22:00
and they don't want you to fall into that same vice.
22:02
So my father's desk was always untidy.
22:04
So I think he was just trying to correct me so that I won't grow
22:06
up and then my own desk will be untidy.
22:10
So I always have my daughters before I call, I map it out.
22:16
Nobody's here to do pre call briefing for me.
22:18
So me, I will brief myself. I want to call Mr. Jacob.
22:24
What do I want to achieve on this call?
22:27
How do I think this call should go?
22:30
I'll just map it out. Small, small lines, you know,
22:33
dot dot dot you know, slash slash slash, you know, 3-4
22:38
lines, Then I'm confident I can make the call.
22:42
If we lose track, I can bring it back on focus.
22:45
So the pre call briefing before a major call, very, very
22:48
important. Discuss who this prospect is,
22:51
the person you're calling, discuss the background, discuss
22:53
where you are, discuss the objective that you want to
22:56
achieve on this call. Come and put out one or two
22:59
talking points and maybe potential challenges.
23:05
So like in this case, you send a, what's it called, a proposal,
23:11
a quote, person hasn't, person hasn't gotten back to you.
23:16
One of the talking items that I've recommended within the last
23:20
one month has been how does it go again?
23:24
So how do we compare to all the proposals that you have received
23:28
so far? So instead of Hello Mr.
23:33
Chukwudi. Yes, this is Davish man from
23:37
Solar Power Company. You remember I issued you a
23:41
proposal two weeks ago. So instead of not asking him,
23:46
have you read it? You just say so for all the
23:48
proposals you've received so far, you know, how do we
23:50
compare? How do we rank you can only ask
23:56
these kinds of things confidently.
23:58
If you thought about it ahead of time and if you just scribbled
24:01
something on the sheet of paper, you know, scribble two or three
24:04
things guide the conversation. The person on the other end of
24:08
the line, you know, will feel you like, oh, these guys, these
24:11
guys are professional. You know, somebody will say
24:15
confidence because somebody this year has told me that about
24:18
about confidence. Now I wish I had your
24:19
confidence. His confidence.
24:21
Nothing is just pre call briefing.
24:25
I'm just planning one or two things.
24:27
That is how to make you appear to people like, oh, this guy is
24:30
a confident professional. So if your line manager, your
24:34
guy is not doing it for you, do it for yourself.
24:40
If you're listening to this podcast and you have been making
24:42
phone calls before now without scripting something, stop it.
24:47
Get a small sheet of paper or get a small jotter or for those
24:52
of us who are parents, the books that your son used for or your
24:57
daughter used for primary school last last time the one that he
25:02
didn't finish carried tear out the pages in front all the other
25:06
pages in back that he didn't use.
25:07
Does it? That's your journal.
25:10
Begin a do pre call briefing and script out one or two things.
25:14
Guide your conversations. Help yourself to be much more
25:17
effective. These are some of the small,
25:19
small things that are standing in between you and your
25:23
commissions, in between you and your Nara and gobo.
25:30
So let's see what else post call analysis after a call, it will
25:37
help as an auger, as a manager, as a Madam, if you can debrief
25:41
immediately after a call. So OK, that was all right.
25:45
I like the way you did this. I like the way you did that.
25:48
We could have improved this, we could have asked this kind of
25:51
question and you know, next step, let us do this to to
25:56
improve. Now there are some companies
26:00
where they record calls so they can do review, for instance, Tel
26:06
telcos in Niger. So if you call MTN, if you call
26:08
Glow, if you call Airtel, you know, they are recording the
26:11
phone conversations so that the line manager can say afterwards
26:14
that, oh, Nancy, you know, good, you did this, good, you did
26:17
that. But next time say this, next
26:19
time say that. Hey, on this call recording
26:22
thing, somebody challenged me on it.
26:24
So I had to confirm from one of my colleagues who is still a
26:28
lawyer and the position of the law has not changed.
26:30
So I've said it before, somebody challenged me on it, but I've
26:33
confirmed the position of the law has not changed.
26:36
You are not allowed to record phone calls without anybody
26:38
else's consent. So if you must do that, just let
26:41
the person know just like the telco companies do because I'm
26:47
Mr. Chugudy. Oh yes, I'm calling from so, so,
26:50
so, so OK, no problem. Oh, sorry Mr. Chugudy, just for
26:53
training purposes, this phone call is going to be recorded.
26:56
It's not a problem. You know, I asked Mr. Chugudy,
27:00
let him say, OK, no problem, let's continue or know why
27:02
you'll be recording my call. So OK, no problem Since your
27:04
objects are we're not going to record the call.
27:07
The reason why I'm calling is and then you go in straight and
27:09
do your how do your business, but ask then as the oga, as the
27:17
manager, provide actionable feedback and specific feedback
27:21
to a person. Now one mistake that orgasmic in
27:24
this part of the world, Orga and Madam that they make in this
27:26
part of the world is too many things bottle up, they become
27:29
angry and so they just explode. Monday morning, first thing team
27:35
meeting. It's just bad.
27:36
They just begin to vomit everything on their chest.
27:39
Nothing doesn't help because Chukudi is there, Nazi is there.
27:44
You know, Khilichi is there in a choice there, but you've vomited
27:49
all kinds of things and you know Shah, they know you're upset,
27:53
but they haven't had specifics about what needs to be improved.
27:58
So when you're vomiting vomit in a very specific way in a
28:01
natural, this is what you need to work on at ABC.
28:05
This is what you need to work on adequately next time.
28:09
You could have done this one better.
28:12
Specific, specific things that they can work on.
28:15
Don't just vomit everything that has been on your chest been
28:18
going on for the last two weeks. In fact, it's a good idea to do
28:22
these interventions when they happen.
28:25
So if you're walking by and you hear a natural fumble a call
28:28
badly, you say natural, can I see my office please in about 5
28:32
minutes. And then you have that
28:33
conversation with him. You tell him, oh boy, you fumble
28:37
that call, die. You should have done this.
28:40
You should have done this, you should have done that.
28:44
So specific, personalized feedback.
28:51
Then let's say, OK, I've already spoken about, you know,
28:55
motivational support or emotional support.
28:57
In fact, motivation, That's one I don't do well if I consider
29:01
myself a demotivator because I'm trying to let people know that
29:04
look man, this is hard work. So these are the things that we
29:06
need to do so that we can scale, move to the next, to the next
29:11
level, what we should try and encourage our staff, encourage
29:14
our people, try and use positive reinforcement.
29:21
In fact, that's one thing that one of my clients does very
29:24
well. Every time somebody closes the
29:26
sale, they celebrate it in the water group, they shout out the
29:29
guy. So it's a good thing.
29:33
Oh, also give your salespeople, your sales team, give them tips
29:41
on how to handle rejection. Because new people coming into
29:45
the business, they take it very personal.
29:49
Very, very personal. If somebody shouts at them, they
29:51
take it personal. If somebody doesn't return phone
29:54
call, they take it personal. If somebody caught the phone on
29:58
them, they take it personal. Somebody ignores them, they take
30:01
it personal. So we should be having these
30:03
conversations about the proper way to deal with with rejection.
30:06
And just in case you are wondering the different ways of
30:12
handling rejection, but my own way begins with realizing that
30:18
when people reject you, so long as we're talking about business.
30:21
Now, if you're toasting a babe and the babe rejects you, trust
30:24
me, it's personal. It is personal if you don't like
30:27
you, but for business purposes, if somebody rejects you, it is
30:30
not you that is being rejected, it is the business proposition
30:34
or the value proposition that is being rejected.
30:37
The person has called the phone because they think the proposal
30:39
is rubbish, not because they think you're rubbish.
30:42
The person hasn't gotten back to you because he thinks the price
30:45
is ridiculous, not because he thinks you are ridiculous.
30:51
The person doesn't want to go ahead with you because he
30:54
doesn't think the company can do the job.
30:59
He lacks faith in the company. It's not that he lacks faith in
31:02
you. So the beginning of dealing with
31:04
rejection for those of you who have to man the phones is to
31:07
understand that look, it ain't none personal, just business.
31:13
After a while, you know you won't you won't take it
31:15
personal. Well, his relationship and
31:18
they're rejecting you. Yeah, it's personal.
31:20
There's stuff you need to work on.
31:23
All right, anybody That's the topic for another podcast
31:25
episode. So call support now, it's the
31:31
driver of business growth. It can be annoying, it can be
31:35
frustrating, but it helps to drive growth.
31:37
It can help to improve sales and performance because this kind of
31:41
coaching on live calls, it helps people to improve real time how
31:47
they can adapt communication or how they can solve problems.
31:54
But this is not something you do just one time.
31:55
It's something you do continually over time.
31:57
Then you start to see the results.
32:02
Oh, it's about to rain. OK, let me rock up quickly
32:06
because with the rain, the audio is going to get really, really
32:10
bad. So I think that's the reason why
32:13
this call support is really, really important.
32:15
And then after a while, it will make sure that things are
32:18
consistent with the team because you notice that with your teams,
32:22
you know, is always up and down. You know, maybe Chem is a
32:25
superstar. Kelis, she's like middle of the
32:28
park. And then Abdul Kadir is the one
32:30
that is struggling. And then, you know, so up, down,
32:33
up, down, up, down. But after a while, you know, you
32:35
can't raise. By the way, your sales team will
32:38
never be equal. There's no how that you have a
32:40
sales team and everybody's is a superstar.
32:43
It's not it's not possible. Statistically speaking, that's
32:46
not possible. But at least when you do these
32:48
kinds of things, these kinds of call support, you are raising
32:52
the quality, raising consistency across the sales team.
32:57
Now, the most important reason why I think as the organ and the
33:01
Madam you should be doing call support as the boss is because
33:05
sometimes as the boss, you are removed from some things on the
33:08
ground. There are some things on the
33:10
ground level you don't know is normal.
33:12
You're in the office, you're chopping AC, your sales team is
33:15
out in the field or they're the ones speaking the phone.
33:17
That's some things you don't know.
33:19
When you are doing call support, you will be hearing some things.
33:22
The things that customers are saying that you've not been
33:25
hearing, you will hear. And that is how you now know
33:27
whether you need to adjust your prices or you need to change
33:30
strategy or you need to change this.
33:32
You need to improve that. So that is the most important
33:35
reason why as the Olga, as the Madam, as the business owner,
33:39
even though you're no longer using the phone, you should be
33:42
doing call support because you'll be hearing direct
33:46
customer feedback. You'll be there.
33:48
And based on what your sales person is saying, you'll be,
33:50
you'll get a sense of, oh, OK, the customer is taking it like
33:54
this, taking it like that. And then you'll be able to
33:59
identify gaps. OK, What does my salespeople
34:03
need to do to improve? What is it?
34:04
Is it this, is it that you know, things like that?
34:07
Or is there a problem with the product or with the service?
34:10
Where are the gaps? You'll be able to get all the
34:12
information that you need. So it's been 30 minutes.
34:16
Let me bring this episode to a close and I hope I've been able
34:21
to convince those of you who are organs or madams in the business
34:24
that call support is important. This is the reason why you
34:27
should be doing call support. And even though it can be
34:31
annoying, even though sometimes you feel as if I want to break
34:34
this person's head, you know, just still do it.
34:37
Oh please, those of you who are not Nigerians listening to the
34:40
podcast because I received a message my LinkedIn today, an
34:44
American guy and the guy's like, oh, how you doing?
34:46
And then you started vibing. I was like, oh, OK, that's true.
34:49
Foreigners still listen to the podcast.
34:51
Please, when I say, you know, I will slap you or I'll break your
34:55
head is a man who was speaking in Nigeria.
34:57
It doesn't mean as if, like, the person will actually tear you
35:01
slap. You know, we're not savages in
35:03
this part of the world. No manager actually tears
35:06
somebody's lap. So just a man who was speaking,
35:09
you know, when the manager says if I slap you, it's not as if in
35:13
Nigeria we go around slapping people up and down.
35:16
So just realise that there are certain manners of speech that's
35:21
an colloquial expressions in different parts of the world.
35:25
So for those of you Americans listening to the podcast, nice
35:28
hearing from you guys, by the way.
35:32
Just don't try to speak pigeon or just don't try to type
35:35
pigeon. You know, when you tried it, it
35:39
sounds wrong. It sounds I can't explain.
35:44
I can't explain. We'll be like me trying to forge
35:46
a Northern Texan accent or something like that.
35:50
So, you know, just don't do that.
35:51
So reach out and let's chat. But it's OK, You be you.
35:54
I know you're trying to build rapport and, you know, speak
35:57
pigeon and all that, but you know, it's a little bit much.
35:59
Just dial it back, you know, you be you.
36:02
Let me be me and we'll not be good.
36:04
All right, now let me bring this to a close.
36:06
So that's it and that's all. Thank you very much for
36:10
listening. Remember, if you'd love to
36:11
connect, you can call, send a text message or a WhatsApp
36:13
message on 08064662140. Thanks for your time and
36:19
attention. I'll catch you next time.
36:21
Same place in your headphones or in your speakers.