How To Have Tough Conversations About Sales Performance

Did you ever put off a tough conversation with a salesperson because you weren’t sure what you should say? Or maybe you were concerned about upsetting them and you don’t particularly like to be confrontational. What if they respond back with something you weren’t expecting or capable of addressing? Perhaps they might even try to turn the conversation into a referendum about how there are other things wrong, if not much worse, about everything else at the company including you. It’s no wonder you’ve been putting off this difficult conversation because what happens if they get so mad that they quit and everyone thinks that it’s your fault? At the end of the day, you find yourself being held hostage by a poor-performing salesperson and you have no idea about what to do now.

 

Having difficult conversations doesn’t have to be so difficult if you know how to have the right conversation with the right person in the right way. You really have to make this more of a process than an art if you want it to become one of your skills. Instead of trying to avoid the person that you need to confront or even losing sleep over the looming discussion, you can tackle the issue in a respectful and professional way without being either too abrasive or too passive.  The good news is that the process isn’t really that hard if you follow these simple tips.

 

  1. Be direct, honest, and compassionate – Don’t beat around the bush or sugarcoat the issue that needs to be discussed. People will respect you more if you address the issue straight ahead. Telling the truth should be a no-brainer, but always bring a sense of compassion to the conversation. Remember, you don’t have their side of the story yet, so give them the benefit of the doubt.
  2. It’s about the performance, not the person – Never never never make the issue about someone’s character including personality, attitude, or behaviors. This will instantly make the person defensive. It should only be about the performance. The person you are speaking with can and will connect their own dots about how they, as a person, are causing the performance issue. 
  3. Only use the facts – Avoid statements that begin with ‘I think’. Use actual data to support your concern. This will help to reduce the level of emotion tied to the conversation. 
  4. Ask if everything is okay – This goes back to being compassionate. Once you have presented your case, the best way to let them respond is by asking them if everything is okay. This is their chance to present their side of the story without feeling threatened. It also gives you a cushion in case you were missing vital information such as a divorce you didn’t know the person was dealing with. 
  5. Listen, but be resolute – People are won over when they feel like they have been heard so be sure to listen. When you present your concerns with this process oftentimes the person will receive the information with grace and offer their own solution. Be sure to listen, but also be resolute. Being compassionate doesn’t mean that you have to bend on the issues that are affecting their performance, but when you make your case based on facts and spend more time listening, many people are inclined to correct themselves. 

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