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The Myth of Sales Habits and Competencies

  
  
  
  

Dave Kurlan is a top-rated speaker, best-selling author, sales thought leader and highly regarded sales development expert.

egoI get a kick out of the feedback we get from some veteran salespeople and sales managers after their first training sessions.

We hear things like:

  • It reinforced the importance of...
  • It reminded me to always...
  • It provided more clarity on....
  • I realized I had away from the habit of...

Here is what I think.

The training could not have reinforced the importance of anything because if they had already acknowledged that something was important, why weren't they doing it?

The training could not have reminded them to always do anything because if they had forgotten to always do something then they probably did not really know to do it in the first place.

The training may very well have provided more clarity on multiple topics but more clarity comes from not having much clarity or understanding to begin with.

Now my favorite.

If they realized that they had gotten out of the habit of doing anything, then did they really ever have a habit?  When something is a habit, one always does it and nothing would prevent it from getting done.  So it is far more likely that there was never, ever anything even close to resembling a habit.

So why do some veterans feel the need to provide feedback in this manner?

Could it be their egos?  Could it be that they are simply too embarrassed to admit that the material was either new to them, or they had rarely, if ever, used or implemented strategies and tactics like these before?

For instance, they have surely heard the importance of asking questions before.  But just as surely, they haven't been tought exactly how, when and where to ask in a simple, effective, non-threatening manner. They haven't been shown how long to continue the questioning, how to continue it, exactly what they are seeking to learn, when to stop, how to summarize, and how to turn the resulting urgency into a commitment to spend more money to do business with them.

Ego.  They simply can't admit that they didn't know.

Read Frank Belzer's related post on ego from earlier today....



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Posted by Dave Kurlan on Wed, Feb 23, 2011 @ 07:55 AM

COMMENTS

Amen!!

posted on Wednesday, February 23, 2011 at 9:47 AM by Mark M

@Mark M - Bless you!

posted on Wednesday, February 23, 2011 at 9:49 AM by Dave Kurlan

So true Dave. Delicate egos tend to get in the way of a lot of things. This is a great article to share with business owners who hear these comments from their veterans. Thanks.

posted on Wednesday, February 23, 2011 at 9:56 AM by Gretchen Gordon

Something to consider about habits. I disagree with Dave's assertion that habits are always done. Life has a way of causing us to stray from the best of habits over time. In the absence of continual self awareness, a great training session brings awareness to these habits that people have strayed from. While it might seem odd or strange, if someone does not correlate the habit with success in a particular area on a consistent basis, then the divergence begins. This often happens when people intuitively figure out things on their own and never take time to understand what made them successful. This evolution is at the core of what is challenging not just sales people but many business today large and small.

posted on Wednesday, February 23, 2011 at 10:26 AM by Alex Bartholomaus

@Alex - I agree with you Alex, but if salespeople stray from habits, what does that say about the sales managers who were supposed to hold them accountable? 
 
And isn't that the difference between great salespeople and everyone else? The great ones do what they don't want to do!

posted on Wednesday, February 23, 2011 at 10:29 AM by Dave Kurlan

@Gretchen - Delicate - great word for folks who are supposed to be thick skinned!

posted on Wednesday, February 23, 2011 at 10:30 AM by Dave Kurlan

Even when I have done something for three months, if I stop I realize it wasn't really a habit at all- just a trial. 
 
Great post.

posted on Wednesday, February 23, 2011 at 12:05 PM by Debbie Page

I agree with you Dave on the role of sales management and the make-up of great sales people. My concern is your post might cause people to overlook a wonderful training opportunity when people share the "feedback" in question. We miss the opportunity to build on past success if we dismiss the feedback as a way to satisfy ego or an embarassed plea to validate they know how to sell. If the feedback is sincere, then I'd like to think people with our skills sets can help them if not train managers to help them as well. Just trying to keep everything in a positive light.

posted on Wednesday, February 23, 2011 at 12:26 PM by Alex Bartholomaus

@Debbie Page - Excellent comment. I exactly what that's like to stop what I thought was a habit. Just gotta keep doing it every day.

posted on Wednesday, February 23, 2011 at 12:42 PM by Phil Hamilton

@Alex - your're right- we very much want to build on past success. But the point here is FIRST TRAINING SESSION - we don't know these people except from what we've read about them on their assessments. Can you tell the difference between someone who has done something successfully versus someone whose ego is in the way?  
 
In my 25 years in this business, I've learned that those who have been there and done that don't brag about it - they thirst for more while those with - was it delicate egos? - try to make themselves sound better.

posted on Wednesday, February 23, 2011 at 1:32 PM by Dave Kurlan

Dave - The answer to your question is we both can tell the difference(as well as many people in OMG netowrk). Malcom Gladwell writes about this phenomena in blink. Our intuition and sub concious lead us to an answer. 
 
 
 
3 reasons why I raised this issue to begin with:  
 
1. Irrespective of the cause of the feedback, a habit that was done in the past that disappears is a function of declining motivation and self awareness. 
 
2. The why behind the feedback can be about ego, but it can also be how people process feedback and internalize. 
 
3. Rather than potentially characterize the feedback in negative fashion, it is an opportunity to challenge. I always like getting any feedback in that setting. I have no doubt you, me or many other in OMG network would have any issue with that and it is this challenge on the spot or in the near future that brings the satisfaction we all derive from developing great salespeople and helping other sales people regain past success.

posted on Thursday, February 24, 2011 at 3:11 AM by Alex Bartholomaus

@Alex - Again, you're right. But this Blog isn't so much for OMG Partners as it is for the community of Executives that have a sales force. The other thing I have to go back to for a third time is that my post was in the context of "first time" and from my perspective, you may be able to challenge certain people (that's where my intuition comes into play), but for the majority of veterans, attending a first training session with their peers, you don't have their permission to humiliate or embarrass them in front of the others. One on one is different. I can challenge, question, push back or do anything I want if I'm alone with that individual. But in front of 10-100 people who look up to them, YOU CAN NOT challenge them and expect them to be OK with it. I'm not talking about getting them out of their comfort zone, I'm talking about saving face. Challenge them when you're alone with them AFTER you have earned their respect.

posted on Thursday, February 24, 2011 at 6:08 AM by Dave Kurlan

I think it was Peter Drucker who said "Learning new habits is not the problem. The real issue is getting rid of the old/bad habits". 
 
 
 
The challenge for all of us is to get sales managers who are ultimately responsible for sales success to constantly challenge the status quo and everyday is a new platform to move their sales teams up a level. Unfortunately given OMG's stats show approx 45% of sales managers struggle to manage effectively the old habits are alive and well and all that 'bosses' look at to determine sales success is the figures alone and we all know where that can lead us!

posted on Saturday, March 26, 2011 at 11:41 PM by Ray Bigger

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