Black Sales Journal

The sales profession is one-of-a-kind. There are ups and downs, ins and outs, and a whole list of goods and ‘bads’ that make it both rewarding and challenging. You will go through some trials, but my hope and prayer is that you don’t have to go through some of the ones that I endured.  Check these out!

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The Boss Comes to Town

I was a sales representative for a major insurance company in commercial business sales.  I was young, and thought that I was on track to get somewhere, yet nothing was assured.

I was at a sales meeting, and was sitting at a table with the Divisional Sr. Vice President, who was someone that I had only seen his picture in company publications.  We will call him Bob F. I don’t know why he sat at our table, yet we were all exhibiting our best manners.

During a lull in the meeting a sales associate of mine, who happened to be Black as well (there were 3 of us out of 62 sales professionals) began to criticize one of the local college basketball coaches.  He was a venerable older coach who was not winning the ‘big one’ but was respectable.

The SVP listened to us from behind his newspaper, and then slammed his had down on the table and said, “How dare you criticize him.  One day you will be judged on your record, just like him, and you should hope you stand up to the criticism.” He went on to say, “If you two would stop reading the sports pages, and start reading the financial pages, one day maybe you will amount to something!”  He then stormed from the table.

I wanted to be rude in my response, but was calculated.  As a single parent of three, I needed my job badly.  It is unfortunate that someone is “judged” like that.  He did not know either of us.

To this day, there is nothing that has ever infuriated me like that comment.  He did not know, but I was reading a lot more than the financial pages.  Whether I did, or did not, it was not his business.  We were merely having a conversation within his earshot.  What is larger than that was the perception that we were absorbed in the sports pages, which was something that I seldom read, or read now.

He made that assumption based on his perception, and how categorically wrong it was.  Needless to say, he was long retired before I moved up in to a senior vice president and executive vice president roles, yet I have often relived how I should have reacted to him.  I made sure that I respected our young professionals regardless of color and gave good constructive counsel without inserting my view of what they “must” be like.

Hello, I am Your New Sales Representative!

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 new accounts badly.

This account was medium in size, and although complicated, well within my capabilities as a new 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 the increased price was sure to be 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.

Lunch With “the Guys”

I highlighted this situation in one of my Black Sales Journal articles over year ago.  Sales is historically one of the loneliest professions.  Countless hours of cold calling in high-rises and industrial manufacturing complexes and numerous hours on the phone tend to put you in the mood for some type of camaraderie.  This was usually reserved for paydays.

We ‘lunched’ at local restaurant exchanging stories.  There were six of us, and I was the only African-American. At that time, I was the only Black sales professional in our office ahead more than 30 sales professionals.

The subject of automobile accidents came up and here’s the dialogue that followed:

“People are driving crazy these days! On the way to the office this morning I almost got hit by a car load full of nig…” He paused before the word could be completed. There was not a person at the table that did not know what he was going to say next.  There was also not a person at the table that was not quickly and silently embarrassed.  You could see them thinking, “What in the heck is he doing?” I don’t know what normally happened when I was not at lunch with them, but today I happened to be there, and the comfort level was just a little too high.

The table fell silent, and I felt I needed to reinforce what happened by allowing the silence to be deafening. My associate exited to the washroom, and everyone turned and looked at me. I thought that was interesting, but it was an expected reaction. One of my associates said, “I thought you were going to clock him!”  I responded, “Then you don’t know me at all.”  You could cut the tension with a knife at that point.

Had I not been there the conversation would have continued.  Had I not been there tension would not have enveloped the table.Had I not been there no one would’ve been embarrassed.  Being there served as a stark reminder that things are often different when you are not around!

When he came back to the table, I took the opportunity to say, “so what happened next?” Letting him know that I heard everything he said clearly and succinctly.  He paused in obvious discomfort.  As everyone else had a sandwich stuck in the throat, I gave him a less than threatening stare and finished the last bite of my food.

Later that afternoon at the office, several individuals present at the lunch came over to me and told me how uncomfortable they were.  But… I know that had not been present there is a strong possibility that no one would have been uncomfortable with the language that was used.

Conclusion

I think it is better in this day and age, but the underlying problems can still exist.  Coworkers, customers, and upper management all showed to be a challenge at some point or other.  I can only emphasize that I worked with an outstanding company, and with a wonderful group of people, on average, and was blessed with customers that I still consider friends to this day.

Make the best of all of it, and always learn from others.  Always be prepared!

Your comments are welcome.

There are some areas of  the sales arena that you do not control.  When it comes to aspects that you do control, always be the best!  Seek to improve incrementally at the least.  Read this post to see how to structure your improvements where they will do the most good.

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Some athletes are amazing individuals.  Many develop a skill set, and let their skills take them to the top of their craft.  If they are fortunate enough, they get a chance in college, or even the professional ranks.

In this process they learn something during that journey that many other individuals don’t get the opportunity to experience.  From the time that you show some mastery of your craft, and even become accomplished, the coach is searching for your replacement!  Yes…someone to knock you off of your perch.

It is natural, and taken for granted.  For example, if you are a sophomore college athlete in basketball, you will be asked to show other athletes around campus in hopes that they will attend.  Any one of these athletes can be your competition for your position…Yes, your potential replacement!  You do it willingly and accept it, as that is how you initially became acquainted with the campus and met the players; that is just the way it is.

Be keen on this issue as in the light of competition, you will recognize the need to do something to get better or be concerned about being replaced, regardless of your color!

Let’s Be Systematic

The sales process for an individual is complicated but simple.  Simple from the standpoint of the components:

• Territory Management/Situational Assessment
• Prospecting/Prospect Management
• Sales Skills/ Training/Development

Underlying each of these is the last portion of the professional process:

• Continuous Improvement

Each of these has its particular role and we should examine them, as each professional needs to govern their own improvement.

Territory Management – Situational Assessments – Black sales professionals need to know and manage their territories just like any other professional.  Knowing the clientele, the buying habits, and the effects of external stimuli such as the economy.  Just as important is being strong at doing situational assessments, which is the ability to ‘read’ sales situations correctly.  Is this buyer ready to buy, and will he/she buy from me?  Am I being played and at what cost?  What proof sources or references do I need to increase my credibility?  What do I need to do to get the edge?  Assessing the situation and recognition of special circumstances are important.

Improving the activities around territory management and situational analysis makes a difference.  Some improvement comes with experience, and some with good analysis.

Prospecting/Prospect Management – Improvement here is one that some veterans might not feel is as important, but many others will see the need to get markedly better.  The act of prospecting, and pipeline management should never be neglected, and any attempts to improve are well worth it.  From knowing your formulas to the actual pitches that you use, prospect sourcing is that one area that demands continuous improvement, and continuous attention.  Get better at the act of prospecting, and know your numbers to a ‘fault’.  Regarding actual technique you might read Black Sales Journal 11/28/11 Tuning Up Your Cold Calling and Phone Etiquetteor Black Sales Journal 3/22/12, Are You Playing Roulette or Working Smart?

Sales Skills/Training/Development – Have you ever thought about whether a sales training course or seminar will help you?  Have you ever pondered buying that paperback about sales but just did not want to pay the steep $16.00 price?  Well, at least you have thought about these items…now do it!  Courses and seminars are not for everyone, but you would be wrong to count them all out.  Whether it is for skills development or motivation, investigate them well and take the plunge.  The ‘morsel’ that you need to improve might be right there waiting.  Other sales professionals can help by making suggestions, but whether it is a good book or an informative seminar, try it, you may like it.

Continuous Improvement – Easier than You Think!

Continuous improvement includes activities from self-study course work to getting an advanced degree.  It can include anything from changing your sales methods to learning a new method of closing sales.  There are sales professionals working on all aspects of their skills with seminars, college coursework, professional sales skills coursework, and a multitude of other types of self-improvement.

Determine the areas that can use improvement, and just …do something!  I can’t think of one sales professional who would not benefit from a seriously good negotiation course.  If it is not new material, it can serve as a refreshing.

Remember, there is always someone who wants to take your place, no matter what you think of the rigors of your sales position, and they may be sharpening their skills.

Always be the best.

Your comments are welcome.