“Sales champions have a
level of self-reflection and
never make themselves
higher than the clients.”
make a decision to use GlyMed Plus? The key is to not take
failure personally.”
Motivation and Support
To provide support to sales teams, McDaniel says it’s important to provide them with the tools they need. “At GlyMed
Plus, we operate out of one Enterprise Resource Planning
(ERP) and one Customer Relationship Management (CRM)
system. Company reps can take their tablet or laptop into an
account and access data from on-site. This gives clients
answers in seconds, not hours or days,” he says. “We also
have an extensive library of medical terms and reference
manuals to help grow our staff’s ability to assist clients with
skin types and conditions. Access to proper education as a
sales tool is a vital part of all our responsibilities.”
While tools and data are important in sales, McDaniel also
warns of the dangers of having too much. “At a previous
company I worked for, we had nine different sales and CRM
software systems to track and rate customer interaction performance. As sales executives, we found ourselves lost in data
input and sorting, rather than being in front of the client,
hearing their needs and formulating solutions,” he says.
Aside from having the right tools, he stresses the importance of communicating the sales goals clearly. “The first
thing we discuss is committing to a goal,” McDaniel says. “If
you use a goal as a moving target, it won’t work. Both the
sales person and management should find a goal and stick to
it.” GlyMed Plus’ sales team stays on track by holding weekly
SPOTTING
QUALIFIED
PROSPECTS
To help team members easily spot potential buyers,
Kriel trains them to look out for the following:
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JOHN McDANIEL
VP of Business Operations
GlyMed Plus • Provo, Utah
informal discussions and monthly formal reviews to explore
how to achieve better results. “It’s a constant process of
goals, reviews and improvement.”
If, despite all the support, a team member continues to
face challenges in meeting sales goals, McDaniel works with
the team member one-on-one. “We discuss the issues that
are maybe contributing to the lack of reaching full potential,”
he says. “As I tell underperforming staff members, sales is as
much about timing as it is about the effort you put toward it.”
Incentives, recognitions and awards are good motivationdrivers. GlyMed Plus awards certificates of achievement, offers
monetary bonuses and gives out yearly awards to exceptional
sales individuals. Salamander Resort & Spa’s vendors offer
high-performing sales staff members product incentives. Kriel
also employs a tiered commission structure based on the
number of sales, as well as special prizes and a “Spa Dollar”
system, in which team members earn spa dollars that they
can use toward treatments or products.
Trump International Hotel & Tower, Chicago also offers
bonuses to exceptional sales staff members, gives product prizes
supplied by vendors, as well as has internal programs that award
gift cards to Chicago restaurants and other spas. n
HOW CAN YOU HELP your sales team deal with rejection?
Click here to read more digital-exclusive content. Plus, visit
experienceispa.com to purchase ISPA’s resource, Retail
Management for Spas.
Guests who ask what products will be used during the treatment.
Guests who comment about the smell of the products.
Guests who ask questions regarding ingredients.
Guests who come out of the treatment wanting to know more about
other product lines.
Guests who request the spa concierge or therapist to make a product
or treatment recommendation.
March/April 2015
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