Been trying to coach Job Average? Listen to a sales coach...
Coachability is a factor I discuss at my Gameplan Coaching Course for Service Managers. We make fun of the managers who claim to be "coaching" (giving distinct advice for a distinct action) Job Average. If they claim they do it, we tell them they are using an ancient method of sales management called pulling it from their nether-regions. Consider Average Sale (Or Job Average, Average Ticket, Invoice Average, etc.):
The total number of dollars brought in via sales
(NOT non-sales such as “Dispatch, Trip, Service, or Other Door Fees”)
Divided by
The number of sales written
(NOT “estimates”, “quotes” , “Invoices” or “Dispatch, Trip, Service, or Other Door Fees”)
There are in fact only two ways in the world a Tech can ever drive up average sale mathematically:
Sell more things to each customer OR sell more expensive things to each customer.
There is no third way.
The problem is that Average Sale doesn’t indicate which of the two main tributaries is in need of
coaching; and the skills, behaviors, and media which drive each statistic are completely different and widely untrained and uncoached.
Selling more things to each customer is an indication of an ability and willingness to ADD-ON work to the main job, which is more precisely tracked by the number Tasks Per Call. (TPC) The greatest add-on salespeople in the world reside under the Golden Arches and always have. Can you remember ever pulling through McDonald's and NOT being offered super-size, fries, or an apple pie? You think these kids at McDonald's are just concerned that you get all you want? Or do you think perhaps their jobs are on the line...indeed, their jobs ARE to ask that question. The key skill in adding on is simply asking. There are certainly others.
Selling more expensive things to each customer involves the ability to sell higher priced materials and services and hold the line on price negotiations by establishing value, which is more precisely tracked by the number Dollars Per Task. (DPT) What is the key skill in these areas? Well its Product Knowledge. A tech has to know the very specific reasons the more expensive things are more expensive, so that their value can be displayed to the customer.
TPC and DPT are coachable.
Average Sale is not.
The total number of dollars brought in via sales
(NOT non-sales such as “Dispatch, Trip, Service, or Other Door Fees”)
Divided by
The number of sales written
(NOT “estimates”, “quotes” , “Invoices” or “Dispatch, Trip, Service, or Other Door Fees”)
There are in fact only two ways in the world a Tech can ever drive up average sale mathematically:
Sell more things to each customer OR sell more expensive things to each customer.
There is no third way.
The problem is that Average Sale doesn’t indicate which of the two main tributaries is in need of
coaching; and the skills, behaviors, and media which drive each statistic are completely different and widely untrained and uncoached.
Selling more things to each customer is an indication of an ability and willingness to ADD-ON work to the main job, which is more precisely tracked by the number Tasks Per Call. (TPC) The greatest add-on salespeople in the world reside under the Golden Arches and always have. Can you remember ever pulling through McDonald's and NOT being offered super-size, fries, or an apple pie? You think these kids at McDonald's are just concerned that you get all you want? Or do you think perhaps their jobs are on the line...indeed, their jobs ARE to ask that question. The key skill in adding on is simply asking. There are certainly others.
Selling more expensive things to each customer involves the ability to sell higher priced materials and services and hold the line on price negotiations by establishing value, which is more precisely tracked by the number Dollars Per Task. (DPT) What is the key skill in these areas? Well its Product Knowledge. A tech has to know the very specific reasons the more expensive things are more expensive, so that their value can be displayed to the customer.
TPC and DPT are coachable.
Average Sale is not.
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