It does not matter what race, ethnic group, or color you are, there is always the possibility of injustice.  You may think it is less prevalent now, but it still happens.  When and if it happens, you might be looking for an ally.  Read this.

___________________________

Sales will continue to be a difficult, but rewarding position.  We have had an opportunity to cover issues regarding the Black sales professional, the customer, and the employer, and their interactions in the course of business.  This is a complex relationship.

The effects of the 3Ps often have a role in the relationship.  For a refresher, the 3Ps play into the relationship in varying degrees; sometimes just below the surface, and sometimes playing a much more prominent role.  Today we will cover the reaction of the employer when prejudice rears its ugly head in the customer relationship, and how you might be affected.

The 3Ps Revisited

The 3Ps represent the untold in the workplace, beliefs, attitudes, and practices that can make it more difficult to succeed.  I will draw from the Inaugural Post of Black Sales Journal 11/2010, when they were first discussed.  Specifically, I termed it the “X” factor.

The 3Ps are:

• Perceptions
• Preferences
• Prejudices

Perceptions are hard to change, yet they are based on ones background, mindset, and their seat in the arena of life.

Preferences, quite simply, are what a person leans toward in their relationships, where their comfort level lies.

Prejudices are deep, often fueled by perceptions and one’s past, are deep enough to be actionable and problematic.

We went on to talk about the effect of these on your customer in Black Sales Journal – Preference, Prejudice, Perceptions and Your Customer).  This post covered how you can work with your customer when one or all of the 3Ps are evident.

The most striking statement in the post was that of the elements of the 3Ps, the most insidious is Prejudice. It is the most problematic of the 3Ps, mainly because there is little that can be done about it. Take a moment to review The Inaugural Post of Black Sales Journal and you will see that when it comes to the customer and the 3Ps, prejudice has little or no solutions.

When Prejudice Rears Its Ugly Head

There is always a possibility that a new sales relationship can go south because of Prejudice and its effects.  When and if things go wrong, you will be faced with being in a ‘sandwich’ between an employer who wants to satisfy a customer, continue to reap revenue, and hopefully, wants to support their sales professional.

Your employer’s reactions will obviously be affected by his or her own 3Ps, and you should expect that will be a factor (Black Sales Journal 12/30/2011 Preference, Perceptions, Prejudice, and Your Employer).  As a matter of fact, Prejudice sometimes is unmasked when customers and prospects are handed out to a Black sales professional.  No one has an idea of how receptive the customer will be to the new relationship unless the customer has made statements or taken actions that reveal it.  I would rather see this distribution of business to the Black sales representative than have the employer avoid giving them the best prospects to others in anticipation of a negative response.

When the customer reacts unfavorably, you will get an education, as you will get an opportunity to see whether your employer stands behind you.

An Real Example

I was a sales representative in B2B sales who was assigned an account to service and hopefully sell additional business.  I was more than willing to accept, and take a chance on, any reassigned account, as it was a way to increase sales revenue.  I needed the account badly.

The account was medium in size, and although complicated, well within my capabilities as a sales representative.  After much preparation I made my first visit to the account to make my introduction and discuss a change in pricing on the account.  My sales manager accompanied me on the call as making changing pricing at that time was a touchy issue.

After the introduction it was obvious that the call was not going to be warm and fuzzy.  The customer, who was an older individual, sat motionless with a foul expression even before the increase in price was discussed. Once pricing was discussed, the customer slammed his hand down on the desk  and said, “This is bull _ _ _ _ , you are trying to put me out of business!”.  “I will not accept this!  Get the hell out of my office!” he ranted.  We made a feeble attempt to explain the pricing but were told again to “Get out now!”

We gathered our materials and made a hasty retreat.  The buyer followed us through the open office, full of his employees, ranting at us.

On our drive back to the office, my manager and I discussed the call and it was obvious that neither of us expected the reaction, price increases were happening everywhere and ours was modest compared to others.

Upon arriving at the office the Regional Sales Manager (my sales manager’s boss) called me to discuss.  The customer had called him and advised that he was ticked  and that they were going to move their business if a change was not made.   I told the Regional Sales Manager that I had done everything possible on the pricing.  He said to me “It is not the pricing that he wants to change, he wants you off of the account.  He advised that he was not going to work with you based on your race.”  I knew from the conversation that he was sparing me the actual comments made.

Then came a statement that changed my life.  He indicated that he told the account that if that is the way you feel, “He is our sales representative, and if you work with us, you will work with Michael.  If not, we will, at your suggestion, terminate your account.” The account ‘fired us’ later that day he indicated that he was moving his business and never would return.

It was a modest loss of business for my company but a huge boost in my confidence.  My company had stood behind me!  Quite frankly, I appreciate what the sales manager did and I will never forget it.  There is no greater endorsement of a professional than to have the support of their employer.

Conclusion

I know that this example is unlike others, yet in backing a business resource, a devoted employee, I tend to think that the employer made out well.

Every situation and every company are different.  When I managed sales professionals, my actions had a sympathy to the sales professional involved as well as the customer.

Lesson learned:  Customers are always important, but the customer is not always right!

I appreciate your responses.

This post helps you confirm your position in the sales hierarchy.  You will continue to develop and grow, but at some point your skills, process, and attributes are in place.  Read all three in order and construct the sale persona that fits you best.  Always be the professional

_________________________

I hope you had an opportunity to read the Ultimate Sales Professional Part Part I and II as they covered much ground. Ultimate Sales Professional Part I – 7/16 systematically covered the traits that the ultimate sales professional utilizes to his or her advantage. Ultimate Sales Professional, Part II 7/19 covered the activities that this consummate sales professional employs every day.

In Part III we will draw it together as we talk about those finishing touches that make this individual coveted by customers and sales organizations alike. These items by themselves don’t close the deal, but when coupled with the traits and activities we’ve covered previously, they change the game.

The Difference Makers….

This professional is a difference maker.  These items below are a sampling of some of the most important activities and strengths that are undertaken:

Closing Two Sales at Once – The individuals strengths and character allows the concepts of closing two sales at one time.  One sale is based on the company you represent and its arsenal of products and services.  The next all important sale is that although you are different because of your pigmentation, you are the best sales professional to handle the needs of the customer’s organization now and in the future. Master this skill and you begin the process.  (Black Sales Journal 5/26/2011, The Black Sales Professional – Closing Two Sales at Once.)

Knowledge of the Sales Environment – This individual knows about the 3Ps Perceptions, Preference, and Prejudice, and knows how to handle them.  This is a stable business environment for Black sales professional. It is very slow to change.   For this seasoned professional, there are no excuses, and no time wasted trying to convince those who are stalwart against progress that they should listen.  Energy is spent in the right place, with the right customers, and money is made. With quotas and goals, time is of the essence.  (Black Sales Journal 5/19/2011, A Deep Dive on the Issue of Customer Perceptions, Preference, and Prejudice)

Mastery of Selling Styles – I am saying “styles” for a reason, as mastery of numerous styles is necessary serves to make this professional ‘ready for primetime’.  Knowing when to be a technical seller, relationship seller, consultative seller and other well know styles will make this individual versatile, and eventually successful.  Remember that all buying styles are not the same, and all selling styles follow that same simple fact.  (Black Sales Journal 5/12/2011, Selling Styles – Which One is Right for You?)

Believes He/She is the Difference – This professional recognizes that even if you are selling a commodity, the difference is “YOU!” A recognition of the ways that the professional can “Package” the product is important, and the sales professional who stands behind it can be the real difference.  Know your product, and ‘design’ your packaging.  The difference really is “YOU.”  (Black Sales Journal 2/24/2011 – Selling a Commodity? – the Difference is You!)

Knows Management Expectations – This individual knows his/her manager, and recognizes the true importance of that relationship. This professional knows that ‘managing’ the sales manager is a necessary reality and doing it is intelligent and necessary.  This is nothing devious or wrong by any means, and it is underpinned by strong and solid communications.  This is the most important relationship you will have at your job, and mastering this relationship changes your plight.  On top of all else, you always must perform. (Black Sales Journal 8/18, 6 Tips on ‘Managing’ Your Sales Manager)

Manages Relationships at Work – This individual does not get so close to anyone that it could hamper the possibility of promotion or additional responsibilities.  Relationships are managed, and reasonable, and the social activities are above  question by anyone.  This professional is about business and has knows the need to “mind his/her own business.”  It does ‘worlds’ for the professional persona.  (Black Sales Journal 5/23, Friends at Work)

Changes Racial Perceptions – This professional helps to change racial perceptions by being the consummate professional, showing superior performance in all aspects of manners, skills, and personal interactions.  Coupled with being more responsive than other professionals, you have an individual whose exemplary performance “opens doors” for other Black sales professionals, and Black professionals from all walks of life.  (Black Sales Journal 6/9, Changing Racial Perceptions)

No matter how hard any of us work, we can always be improving these skills and attributes.  Always remember that the strength of a true professional is that they engage in continuous improvement.

In Summary

I could have constructed more posts on this subject, yet I think that you get the hint.  The most accomplished sales professional of any color is working on these items.  Only a slight few would ever have all of them conquered.  What is more important is that if you realize the power in these items and the last few posts, you will know that moving toward it is a great step in itself.

I certainly did not have all of these as sales professional.  I had enough of them to be good at my profession, yet I was not the Ultimate Sales Professional. I qualified for sales conferences and received bonuses, as well as got recognition and a promotion.  Frankly it felt good.  I could not see the whole picture.  Some of that lack of vision was my business immaturity, and the other was seeing the whole picture from so many other positions and angles.

It was not until having the vantage point of being a field sales manager, regional sales manager and other roles all the way up to an executive vice president that I could see the most successful sales professionals and their undeniable strengths.  Couple that with the knowledge and scars which come the difficulties of selling as a Black sales professional leads me to the assertions in the last three posts in this journal.

You don’t need to wait to formulate that vision.  It is being shared with you.  Add to this your own special traits and it truly can be done, and “You” are the one that can do it.  I hope you will use these points to help get you there.

I appreciate your comments.