Six Reasons Why Your Reps Need to Meet!

I have been putting together a national sales meeting for the last couple of months. The planning and preparation are coming to a boil now as our meeting starts next week. Last minute details such as presentation tweaks, dinners, agenda changes, AV equipment needs, and schedules are all getting ironed out.

The trick in all this is to not get bogged down in these details, but to focus mostly on how to make this a great meeting that ramps up growth significantly! Fifteen speakers and twenty different topics over three days will ensure that the sales team will be sufficiently loaded up with enough to keep them going for quite some time.

The real value of the sales meeting is not all this content, and the necessary preparation to make it happen. The best part of the meeting for the reps will be the time they spend together. The benefits are many:

  1. Reps learn, or relearn, that they are not alone, and that the other reps are going through similar challenges and struggles to grow their business.
  2. They gain a sense of camaraderie.
  3. They get to vent some of their frustrations and complain to each other about the boss.  Hey wait, I am the boss!  Oh well, I KNOW they will come up with something about me to complain about.  I am okay with that.  Really.
  4. They get a break from the routine to have some fun, and to share some moments that build culture.
  5. They will learn a lot from each other and the answers and ideas that are shared peer-to-peer during the meeting– far more than from the speakers!
  6. They will put a few of the things they learn into practice– and their business will grow as a result.

So, if you are a sales manager or a company leader, bring your reps together periodically.  It’s always worth the time and energy to prepare for the meeting, as the benefits above are real and the sales growth can certainly be measured!

Good luck and let me know if I can assist you!

Bill Cook

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It’s a Privilege

Check out this video of a recent speech at the 2011 BIG TEN Kick Off Lunchenon, by Kirk Cousins, starting quarterback for the Michigan State University football team. He represents collegiate athletes with class and dignity.

Thanks for watching, Bill

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The Miracle of Targeted Therapies

Today’s post is from Dr. Stephen Vogt, President and CEO of BioPlus Specialty Pharmacy in Altamonte Srings, FL.  Dr. Vogt highlights one of the newest and most promising types of cancer therapies and explains how Pfizer is offering an assistance program to go along with the new treatment.

The Miracle of Targeted Therapies

A deadly form of lung cancer occurs in young people – the demographic just hitting their stride in life who least expect a cancer diagnosis. To add insult to injury, the young people struck with this form of lung cancer aren’t even smokers. What is happening is a rare genetic abnormality in which the gene called ALK expresses itself as lung cancer cells. If you can stop this cursed gene, then this form of lung cancer is stopped in its tracks.

That’s exactly what a new molecularly targeted therapy from Pfizer, Inc does. This therapy, called Xalkori (crizotinib), won rapid approval from the FDA. It’s a pill that is taken twice a day. Although it stops cancer cells, this therapy is not a form of chemotherapy; which means that it has a relatively mild side effect profile. But compliance with the regimen is of paramount importance.

Before Xalkori became available, patients with this form of lung cancer were treated with chemotherapy, with only limited success to show for their often difficult side effects. Xalkori, in the pivotal study that resulted in FDA approval, showed an impressive 90 percent response rate. Two-thirds of the people in the study had significant tumor shrinkage and one-third had their disease stabilized. Study doctors report rapid response in reducing symptoms of shortness of breath, fatigue, and chronic cough. As with most molecular targeted gene therapy, tumors resumed growth after a median of 10 months.

However, this medication is not cheap. Xalkori costs $9,600 per month. Pfizer has a generous co-pay assistance that will keep the out of pocket cost for qualified patients to no more than $100 per month with an annual maximum assistance of $24,000. For about 10,000 citizens each year, Xalkori qualifies as nothing short of a miracle pill. Look for more “targeted therapies” that have precise, dramatic life changing outcomes.

Stephen C Vogt, PharmD
President and CEO
BioPlus SP

www.bioplusrx.com

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Blitzing Creates Momentum!

We did a state-wide blitz of North Carolina last week.  As a new specialty pharmacy provider for North Carolina Blue Cross Blue Shield, we felt that it was important to let key current and potential referral sources know that we were now contracted.

The effort to put a half-dozen teams together with itineraries, maps, accounts, scripts, details and contact names was enormous, not to mention the 350 or so binders that had to be put together in advance and shipped.   Creating contests for most miles driven, most referrals, most follow up appointments made, and funniest story was the easy part, but essential to create a fun and competitive blitz.

Making all the calls and traveling all the miles in between was a lot of work, and fun, as well.  Lastly, and most importantly, will be all the follow up activities, appointments, lunches, meetings and calls to build on the blitz itself to establish the referral patterns that will grow our volume.

We generated a lot of referrals and most importantly, a lot of momentum– both externally and internally.

And, the stories alone were worth it!  My funny story came after the blitz was over and several of us were stuck in Charlotte trying to get home.  After five hours of delays, and at about midnight, I decided to change out of my business attire and into some casual clothing.  I informed my colleagues, and went into the airport men’s room to change.  Only then did I remember that I had had to check my carry-on bag on the flight from Raleigh because there was not enough room in the overhead compartments– I had no clothes to change into!  Needless to say, I was pretty embarrassed, and my colleagues and I had a good laugh about it.  Exhaustion and endless airport delays can play tricks on the mind!

Seriously, if you are a sales person or sales manager,  I strongly encourage you to set up and execute a targeted blitz for your area.  The time and effort and momentum are worth it.

The greater the challenge the greater the reward!

Bill

 

 

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Are You Listening?

The ability to listen is still the most sought-after trait that customers want from their sales people.  Why is this so important, and yet so rare?

We all want to be heard– but it’s the sales person’s job to hear the customer, not the other way around.  Customers don’t really care what we have to say until they know that we care about them, and the best way to show that care is to simply listen to them!

So, ironically, many sales people do the exact opposite of what they should be doing– talking too much about their products and services and not listening to what the customer thinks is important.   You must ask good questions, and then really listen.

True listening is rare becuase most sales people are taught to sell features and benefits instead of finding out what the customer wants or needs help with.  And, it’s easier to talk than to listen for understanding.  Lastly, sales people are uncomfortable letting the customer speak, lest they “lose control” of the interaction.

So, take a minute or two during your pre-call plan and jot down a few good questions for your customer.  What do you need to learn about their business or situation?  Who are they using and why?  What do they like or dislike about working with you or your competitors?  The list is endless.  Be sure to listen carefully to what they are saying and look for body language clues as well to determine the meaning behind their words.

You won’t regret it.

Have a great week!

Bill

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Extended Ride Alongs Work for All

Having just spent the better part of the last three days in the field with one of our business development directors, I am reflecting today on the value of spending a large chunk of time in the field.  Most managers and representatives in pharma, biotech, home health, home infusion and specialty pharmacy do not spend so much time together making calls on current and potential customers.

My question is, why not?  We all know that a rep can make any one day look really good.  Every rep has accounts that will make them shine– honey holes, if you will.  And every manager has been on what we call a “milk run” where the rep takes the manager along for a day to accounts that will listen, commit and even send a referral.

But have a rep put three days together.  Where each day you start early, work late, and go to all account types, including the ones that the rep doesn’t know and ones where the rep isn’t necessarily even liked!

That’s what we did the last three days.  And, guess what?  We learned a lot.  We created a great working relationship.  The rep earned my respect and trust and praise.  I was impressed with her work ethic, her knowledge and sales skills, her tenacity, and her planning and territory managment skills.  I also learned where she needs help and what her weaknesses really are, and how to help her with those.

I suspect that she gained some things from me along the way as well.  Hopefully, I inspired her and provided leadership, direction and support.  I clarified, re-directed, and challenged her to do even better.  I learned a tremendous amount about her selling style, background, and concerns that I can build upon to provide more and better support.

So, what about you?  Whether you are a manager, director, vice president or CEO, you could benefit by spending a few days in the field with one of your representatives.  And, the same goes for all the reps out there– try inviting one of your superiors out for a three day marathon of call-making.  You might be surprised how much it helps you and your career!

Have a great weekend,

Bill

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The Revolving Door of Unaccountability

Years ago, when I was a District Manager for Critical Care America, every six months or so I would get a new VP of Sales for a boss.  So, after my fourth new boss in a year and a half, I began to wonder if I should implement all the new directives from the new leader, or simply wait him out!

Unfortunately, this trend still occurs as the average tenure of sales leaders is very short– less than 2 years for Vice Presidents of Sales.  We frequently hear about the cost of sales rep turnover, which in many health care industries is 25% to 35% or higher annually, and how that turnover dramatically impacts the top and bottom lines for organizations.

But, we seldom hear about the cost of turnover of the managers and directors and VP’s who lead the sales teams, and the negative impact that has on the sales folks beneath them.  Since I have moved around some in my career, I am qualified to speak about this topic, but I am much more interested in your thoughts on this issue.

Please comment and let me know your thoughts.  Does turnover in the sales management ranks of a company have a negative impact?  If so, how much impact does it have?  A lot, or a little?

Thanks for sharing, Bill

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A High School Graduate with Honor(s)

With the graduation season ending, I wanted to share a fantastic address by the valedictorian of my daughter’s high school class.  I took particular notice of this young man’s speech, not only because it was my daughter’s graduation, but because I gave the same address to my high school class exactly 30 years ago (ouch– am I really that old?).

The biggest difference between his speech and mine was that he exuded so much more character than I did.  He gave credit, showed courage, thanked others, and pointed us all to God.  Wow.  That’s a graduate worth emulating, and a speech worth sharing.

Thank you Josh.  You are a fine young man with honor.  Here is his speech:

“Good morning everyone. And Good morning class of 2011… Isn’t it great to be here this morning? Now, I just want to start off by asking: “Who in here is happy to be here today?”

Guys, I know it’s commonplace to say, but I’ll say it anyways….”We made it!”

It was a long road wasn’t it, and took a great amount of motivation didn’t it? From our parents, brothers, sisters, friends, teachers, grandparents. Regardless of who motivated us, we made it and no one can take that away from us now.

Now if I can be open and honest with you, I’d like to share with you my personal motivation that helped me through these stressful years of school. It comes from the Bible verse Philippians 4:13 and says “I can do ALL things through Christ who strengthens me.” This is one of my favorite verses because, in its simplicity, it offers so much encouragement. It was the very motivation that helped me press on through the stresses of school, the projects, tests, quizzes and the other often-overwhelming stresses of school.  Knowing that with His help I could do anything helped me to keep my chin up and continue on….

So what kept you moving on? You heard what helped me. So what helped you? Were you a “day by day live-r?” Saying to yourself, “If I can make it through today, I can make it through tomorrow?” Were you just excited to see your friends every day, knowing that their kind words could lift your spirit up? Or maybe, did you just simply want to come and learn and better yourself for the future?

I advise each and every one of you to think of the source of your motivation and take a hard look at who you’re serving, because the success of your life depends ALL on Who you serve. Many of y’all know my motivation comes from the One I serve… but are YOU serving Him? Or are you serving someone else or even yourself?

I’ve taken so much criticism for my future plans and staying here at ASU, but it’s not about what you guys want for me, it’s about what I’m being called to do and what is in my best interest. So one of my greatest pieces of advice, don’t serve someone else… They may not always have your best interests in mind. Listen to those who DO know what is best for you, which more often than not are your parents (even as crazy as that sounds!).  If you don’t listen to the right people and advice, it can lead you down a road you don’t want to go and take you places you don’t want to see… you’ll keep ending up in misery your whole life and making compromising decisions.

As my pastor has constantly told me, INTEGRITY matters. The world today tells us to and wants us to compromise, to give up, our ideals and morals for poor decisions, for alcohol and drugs. Now I know many of y’all may laugh at me and think I’m crazy for saying that, but it’s true. Name someone whose life is better off now after losing their honor and integrity. You can’t! It’s impossible! Just ask anyone in charge of a college or business or anything along those lines. People will look at you for what you do, what you’ve done, and future generations will look up to you for what you will do. So set a good example.

It’s hard to lose your respect for yourself, but it is SO easy to lose the respect of others, and even harder to win it back. So keep your integrity… While others may falter and fall after making poor decisions, you can stand strong because you know what you are doing is right.

But it’s going to take hard work. Look at those up here– your teachers, coaches, Sterling. It’s not because of a lack of hard work that they’re up here; it’s because of an abundance of it. It is truly an honor to be standing up here with all of them this morning. I could not have done it on my own and I need to give credit where credit is due… and it is also what you should do, too.

No matter who you are or where you’re from, someone has helped you get you to where you are today. So I personally have to thank, first and foremost, my Lord and Savior Jesus Christ,  my mom, my dad, my brothers, Haley, Joon, Sterling, Nick Culpepper… Thank you. I couldn’t stand here today without you guys. Y’all gave me the motivation to stick with it through the hard days, taught me how to sleep in class while looking awake (Joon), taught me calculus, physics, chemistry, and taught me to do my best to remain humble. Again, thank you all for helping me, but also thank you everyone else in attendance for helping each one of these graduates in front of me to sit where they are today.

Graduates, look around you. Look at everyone who is here, even now, supporting you. I think they all deserve our gratitude and appreciation for what they’ve done for us. And I think we should give them all a round of applause for their help in getting us here…….

Always give credit where credit is due, because there is always going to be somebody better than you. But I’m here to say that that’s okay…. Use those people and those opportunities to learn how to better yourself. That’s what I’ve tried hard to do and something everyone should try to do, as well.

Class of 2011, it’s been a fun journey, but our lives are not over yet. We still have much more to accomplish. Keep your integrity, “run with endurance the race set before you”, don’t give yourself away to something meaningless, and don’t sell yourself short of anything that will harm you… I beg you! Keep working hard, and the One and the ones who are always watching will reward you… I can give testimony to that. We’ve made it here through the help of each other and my challenge for everyone is to continue to help each other, especially as we move on in our lives and travel along different paths.

Congratulations again graduates and it is my hope that one day, you will be able to step back and see the magnitude of your accomplishments. May God bless you in all that you do and whatever your future holds. And as for now, let’s stick together and continue to show everyone why Lakeside is number one. Thank you.

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Are you Practicing, or just Professing?

It is not what we eat

but what we digest

that makes us strong;

not what we gain

but what we save

that makes us rich;

not what we read

but what we remember

that makes us learned;

and not what we profess

but what we practice

that gives us integrity.

–Anonymous

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The Top Ten Priorities for Sales Managers

Priority #1: Teaching, Training and Motivating Sales Staff while Riding Along with them in the Field to Ensure Quota Attainment

Working with your reps is your top priority and where 60% of work time should be spent. This means being in the passenger seat of your reps’ cars three full days per week .  This also means that while you are with them, you are theirs and not everyone else’s.  You should focus on them by putting your phone on vibrate and not taking and making calls all day long.  At the beginning of the day, with your rep’s input, select a couple of breaks during the morning, at lunch, and in the afternoon to make and return calls.  You should actively listen throughout the day and seek ways to help them improve their performance.  You ask them questions and get them thinking about new ways to approach difficult accounts and situations.  You inspire and challenge them, fill out a ride along analysis when you are done, and make sure that you have added value to them before you leave.  If they are not performing per company policy, you implement a success plan quickly and see it through until they improve or exit the organization.

Priority #2: Partnering with your Operations counterpart so that Sales and Operations Work as a Team

You should be tied at the hip with your operations counterpart, working closely and effectively to ensure that communication and teamwork happen at every level. Occasionally, we fail to complete an assignment, or someone makes a mistake.  When this happens, you will have to rely on a strong relationship in order to see the conflict or problem through to resolution or improvement.  Teams that have mutual respect and cooperation simply do better; make sure you do your part to build a close working relationship.  Here are several ways to ensure this:

  •  Attend staff meetings when possible.
  • Invite operational staff to lunches and appointments.
  • Do a blitz periodically to build teamwork and have fun, as well as to increase business!
  • Make sure you stay within your budgeted expenses to help operations meet their bottom line.

Priority #3: Recruiting, Hiring, Training and Retaining Sales Staff

Looking for talent is a never-ending part of being a sales manager.  You need to have a stable of potential recruits to fill vacancies that inevitably come up.  Sales turnover in most industries is typically between 25% and 35% annually.  So, always be recruiting because the odds are that you will have an opening or two at some point during the year. Implement a rigorous hiring policy that includes behavior and performance based questioning techniques, multiple interviews and personality profiles.

Give your new hires a great orientation and training program and make sure they fully understand your services and processes.  Set up periodic refresher courses for existing staff.  Listening well and providing fair and firm guidance to everyone on your team will also help you to retain an excellent staff.

Priority #4: Running Effective Sales Meetings

As a sales manager, you simply must bring your sales reps together periodically, usually monthly or at least every 6 weeks, and only for a day.  A day that includes role-playing situations and programs that you need all of our reps to be proficient with.  This is critically important to increasing sales effectiveness and to creating a culture of improvement and winning.   Your responsibility is to plan the meetings to start and end on time, to assign pre-work and to appoint members of your team to lead segments.  Think of your sales meeting in the same way you want your reps would think of a sales call—and if you aren’t prepared for your meetings then don’t expect your reps to be prepared for their sales calls!

Priority #5: Analyzing Call Quality and Quantity

You probably have at least a decent CRM or call tracking program that will help you monitor the number of calls your reps are making as well as the depth of the calls. You simply must take some office time each week to review each rep’s call activity and to talk to them about what you are seeing.  The other key piece to this is to look at the frequency of visits to certain accounts and the volume of business that is being generated—is the rep focusing on the right accounts?  Why do they spend so much time at some accounts and not others?  This exercise leads you to the next priority…

Priority #6: Monitoring and Adjusting Business Credit and Accounts

This should be another weekly task that you do during office time. Make sure you work with your operational staff to ensure credit is be assigned properly throughout the month.  This will save you a lot of time at the end of each month, and will minimize potential squabbles between your reps.  You will also need to periodically change account assignments – especially if you have a rep that is not generating results in an account. Typically, you should evaluate account success every quarter, and make changes in strategy or even in personnel if goals are not being reached.

Priority #7: Planning your Time

Set a monthly calendar in advance and communicate the days you will be in the field with your team in an email to all of them.  Obviously, things may change throughout the month, but use the calendar to stay on track.  Your reps need to know when you are going to work in the field with them and that you are working with their peers as well.  Set your sales meeting well in advance.  Submit a weekly sales management report to your supervisor on time each week and copy your operations counterpart.

Priority #8: Knowing Your Numbers and Preparing for Conference Calls

Do not get on call or go to a meeting where senior management will be present unless you know your current numbers, by location and by rep.  You are the sales leader and must know your business.  Be ready to account for any drops in volume, and likewise, be ready to explain why things are growing if that’s the case.  Be on time for conference calls and meetings, and speak up at events – give positive and helpful comments based in truth and with the intention of increasing understanding.

Priority #9: Practicing the Intangibles

Having a great attitude is incredibly important to your effectiveness as a leader, and offering solutions to any issues or problems that you bring up is just as important and critical to your success.  Work on these attributes and develop them in your reps—they are proven characteristics of top salespeople:  

1) Don’t take “no” personally,

2) Accept 100% responsibility for results

3) Develop a deep desire to succeed

4) Be empathetic and put yourself in others’ shoes

5) Be intensely goal-oriented

6) Be self-disciplined and determined and persistent

7) Be impeccably honest, and

8) Practice approaching people you don’t know, it’s a great skill that always helps you.

You and your reps will excel if you study, concentrate, and focus on your performance!

Priority #10: Committing to your Own Professional Development

Get out into the field once per year to work with the people who deliver your service or build your product–it will do you a world of good.  Perspective, ideas, stories, and gratitude will all come from a day in the field with the people you represent.  Attend a seminar, read a book, listen to a CD; they all will help you stay on track with your goals and will rub off on your team as well.

I hope you have found these Top Ten Priorities useful and helpful.  I wish you and your sales team much success in the year ahead! 

Bill Cook

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