Carol Verret Consulting
Managing the Sales Process
Carol Verret / October 2003
|October 2003 - General Managers are
being asked more and more often to assume responsibility for management
of the sales staff. It is a job for which they have received little
training and for which they have a number of challenges.
Five years ago, when demand was high and the sales function was relegated to answering the phone and taking the order, it was relatively easy for General Managers to keep an eye on things in the sales department. Unemployment was at historic lows and in order to keep positions filled, we were reluctant to expect too much or discipline an under performing employee. There was a tendency to keep the chair warm rather than let a position go unfilled.
Times have changed both in terms of demand of demand and the employment pool but often the attitudes of management have not. Sales people represent a distinct management challenge. The good ones are bright, aggressive, able to sell their managers as well as their clients but they are also very human.
They like most other employees will take the path of least resistance, need to have expectations made clear and have objective standards of performance by which they are evaluated. The fact of the matter is that no one does what no one checks!
Sales people (like everyone else) do not perceive the importance of job duties that are not monitored by their supervisors. In addition, there has to be the WIIFM factor, ‘what’s in it for me’. If an employee, sales or not, is going to take home the same paycheck whether or not they achieve their goals, why would they do more that the minimum requirements?
GMs have a particular challenge in that they work long hours and very closely with their sales staffs, especially the DOS. It is difficult to maintain an objective and professional distance that allows for the kind of management that gets results. We all have a human need to be liked -- leadership is about respect.
There are a few simple steps you can take to make your monitoring of
the sales effort more effective. They may also make the sales effort
I could continue but that is a whole seminar. The message is don’t expect to be loved by every member of your staff every day – settle for respect on good days!
copyright © Carol Verret, 2002-2003
3140 S. Peoria St, PMB 436
Aurora, CO 80014
Web Site: http://www.carolverret.biz
|Also See:||When the Crystal Ball is Cloudy; Marketing Plans for 2004 / Carol Verret / July 2003|
|Partnership of Sales and Technology; Using Tech Tools to "Sell" the Hotels / Carol Verret / July 2003|
|Back to the Basics? The Basics of Hotel Sales Have Changed! / May 2003|
|Creating Sales "HUNTERS": The Skill Sets Required in the New Hotel Sales Environment / April 2003|
|Heightened Security Requires New Strategies in Hotels Sales / Carol Verret Consulting and Training / Mar 2003|
|Revenue Recovery - Building The ‘A’ Team in Sales / Carol Verret / January 2003|
|Contingency Marketing Plan – War In Iraq! / Carol Verret / November 2002|
|Playing the Rate Game - Positioning -- Positioning -- Positioning! / Carol Verret / October 2002|
|The Rate Game - Playing to Win / Carol Verret / October 2002|
|The Challenge of Marketing Independent Boutique Hotels / Carol Verett / August 2002|
|Hotel Sales in a Limited Service Environment - The Rules Have Changed / Carol Verett / August 2002|
|The General Manager’s Role in Sales -Chief Marketing Officer of the Hotel / Carol Verret / April 2002|
|100% Market Share Penetration is Not Good Enough / Carol Verett / January 2002|
|The Key to REVPAR Recovery – New Business Development / Carol Verett / December 2001|
|Trash the 2002 Marketing Plan - And Just Start Over / Carol Verett / September 2001|
|How to Use Consultants Effectively – A View From the Other Side / Carol Verret / August 2001|
|How Soft Is Your Hotel's Economic Landing? / Carol Verret / Aprl 2001|
|The ‘Value Proposition’: Marketing Yourself to Prospective Employees / Carol Verret / January 2001|
|Generation Y: Motivating and Training a New Generation of Employees / Carol Verret / November 2000|
|Why Customer Service Seminars Don't Work / Carol Verret / October 2000|
|Creating a Culture of Customer Service / Carol Verret Consulting and Training / Sept 2000|
|FAT, DUMB AND HAPPY – The Seasonal Boom and Bust Cycle / Carol Verret / August 2000|
|Surf's Up - Ride the Wave or Miss the Boat -The Effective Use of Technology in Hotel Sales / Carol Verret / July 2000|
|Measuring Effectiveness of Hotel Sales Departments / Carol Verret / June 2000|
|Hotel Sales Training - The Need for Immediate Results / Carol Verret/ May 2000|