Sales Advocate Newsletter

Recognizing and Nurturing Top Telebusiness Performers

July 2002

Over the years, Phone Works has taken the time to analyze the characteristics of top telebusiness performers. What follows is a list of the characteristics top performers possess. In addition, since we’ve built and managed many telebusiness teams, we understand that a good grasp on how these characteristics are applied can help telebusiness managers hire the best candidates and nurture their top performers. This issue of the Sales Advocate not only describes the characteristics of a top performer, but it also delivers some tips on how to uncover these characteristics during the interview process and lastly, how to nurture your existing top performers.

Common Characteristics of Top Telebusiness Professionals

• Good listening skills
• Can-do attitude
• Persistence
• Driven by clearly defined goals
• Determination/Focus
• Good time management skills
• Ability to multi-task
• Resourceful
• Adaptable to change

Uncovering Characteristics During the Interview Process

Uncovering a candidate’s true characteristics can be difficult during the interview process. Let’s face it; candidates focus on answering your questions the way they think you want to hear the answers. Your interview sessions will be more meaningful if you can peel back to a deeper layer and start to uncover indicators of work habits, thought process, motivators, and attitude.

For example, following directions well and asking meaningful questions during the screening and interview process can be an indicator of good listening skills. Make note of how well the candidate followed instructions regarding the interview process. Did he/she summarize the initial conversation by validating the next step? Likewise, when you ask a candidate, “Tell me about yourself.” make note if they ask you to be more specific. For example, a top performer might ask “Where would you like me to start?” or “Would you like to start with my track record in high-tech sales?” This type of response to your request for information is an indicator of focus.

When candidates answer your questions with a story, make sure their stories have a beginning, middle and end. Be cautious of the “rambling candidate” who launches into long-winded stories, during which you can’t get a word in edgewise. Chances are, the “rambling candidate” also behaves this way during a sales call. Top performers will stay on target when answering questions. To uncover attitude and resourcefulness indicators, you should ask hypothetical questions such as, “If you were hired by a company with great products, but no one was available to give you in-depth product training on those products, what steps would you take to get yourself up to speed?” Your candidate’s answer will tell you a lot about how resourceful he or she will be on the job. Hypothetical questions are also valuable for picking up subtle indicators regarding attitude. Using the same hypothetical question above, you’ll want to take note if your candidate emphasizes the roadblock (lack of training). Top performers are quick starts that don’t like to dwell on the negative. Their answer will reflect a “can-do” attitude and the determination to succeed.

Always ask candidates what methods they use to manage their time. Do they set personal and/or professional goals for themselves? Are they weekly, monthly or quarterly goals? Ask the candidate what tips they would offer other telebusiness professionals. If your candidate works toward clearly defined, reasonable goals, chances are, they could be a top performer. The desire to prioritize tasks and work from a “to do” list is another indicator that your candidate manages his or her time well. For example most top performers create the next day’s to-do list before they leave the office at night. Then, first thing the following morning, they check emails and voicemails to see if they need to reevaluate their priorities. Top performers are typically not procrastinators and they like to tackle their most difficult tasks early in the day.

Nurturing Top Performers

Assuming you’ve got some top performers on your team, how do you keep them motivated, build on their strengths, and help others learn from their successful behavior? If you understand why these team members are top performers you will be better able to maintain a setting that benefits all involved.

Top performers enjoy learning and growing. When top performers do not feel challenged, they start looking for new outlets to keep them inspired. We have found that due to their drive for learning, top performers are less likely to resist new technology or change. You can take advantage of this characteristic by asking them to take on tasks that will help the entire group grow and achieve its goals.

Honor their time constraints. Be considerate when scheduling meetings, training, or events that take telebusiness professionals away from the phones. Try your best not to cut into their prime calling hours. Also, help your team stay focused by shielding them from internal politics and rumors.

Lastly, do hold meetings to discuss telebusiness success stories. This type of meeting energizes your top performers and teaches others in the group winning techniques and strategies. Top performers are usually more than happy to share ideas with others and will facilitate a collaborative environment.

This newsletter is provided as a complimentary service from Phone Works, Inc., the San Francisco Bay Area’s leading sales consulting firm. Phone Works helps technology firms increase revenue, shorten sales cycles, and implement successful, repeatable sales models. The industry’s largest technology companies and newest start-ups turn to Phone Works for lead-generation, lead-qualification, telesales, and sales-productivity programs.

You can reach Phone Works at 510.749.9073.