You won’t find the role of sales enablement in any RevOps Consultant’s job profile, but we all have faced the issue of devoting much of our time to answering questions regarding how to use their systems. Whether it's your Slack being flooded with questions, getting calls like old times, or even arranging for video calls, guiding people through the steps can be time-exhaustive.
Although revenue operations frequently ask for a dedicated time slot on regional sales calls, during sales kick-off, or during induction training to understand CRM's functioning, their demands still need to be met.
Even though it might be somewhat annoying, following group training, sales systems training seldom stays. People pick up by performing, and the likelihood of remembering what they have learned drops dramatically if they do not need it.
Even more annoying is the fact that training is frequently most important right before the close of the quarter. By following these suggestions, we were able to avert the quarter-end crisis and save hours of weekly Help Desk sessions.
Whether you're providing live, on-demand, job aids, or long-form training, it's always a good idea to start by explaining how the salesperson will benefit from acquiring what you offer.
They most likely won't utilize the information you would like to impart if you can't conceive of a good reason for them to participate. However, there should not be a very strong argument as to why they benefit. It's an achievement if it helps people save their valuable time.
Here are two instances of compelling pitches for the advantages of picking up new skills:
CPQ System: Better prospect experience, automatic approvals, and simpler quotation.
Call tracking and analytics: These support sales in determining what appeals to and doesn't appeal to their prospects; this knowledge may then be forwarded to marketing. There are also fewer data entries.
If you can't connect it to how sales generate revenue for the firm, don't begin with how the initiative will help the whole thing. It rarely helps to discuss how recording data can aid another team or how switching systems would help save expenses.
Invest an additional minute to understand how something positive can benefit the sales team, like improving the quality of leads they receive.
Everyone has distinct ways of learning. Rather than depending only on detailed written guidelines, make markup-filled screenshots and generate a video. Videos that can be edited to draw attention to your mouse, overlay text, and magnify in on specific areas are preferable to those that can't be edited. Never assume that others are following you. The more comprehensible the videos are, the better.
TikTok became popular for a purpose. Individuals these days have minimal attention spans, and nobody is interested in watching a long, dull video.
Rather than forcing all the steps and instructions in one single document or one single long video, try to determine the potential trouble spots for users where they might get stuck or disrupt their workflow while focusing on other things.
To educate individuals about CPQ, for instance, various job aids or movies might be used for:
These guidelines and support documents may all be grouped when you initially start training, or you can use them accordingly to link them to answer inquiries when they come in.
Not everyone can access enabling software that can be integrated with a CRM or a system for conveniently searching information storage. However, even Google Docs, Notion, and SharePoint can be used in certain circumstances.
When tagging or naming documents, choose terms that your sales staff uses to define items. They'll be more likely to locate the file.
If you have embedded enablement software, you are blessed! Make sure that your instructions and videos are concise and precise.
If you can access an internal messaging system, create a channel for #sales-crm-questions. Why is that? If one person asks the same question, many people are likely to have the same one. A collection of FAQs with hyperlinks to the answers is also an excellent thing to pin.
What are its additional perks? You may continue to add to the pinned page and send out a monthly reminder for visitors to check it out before raising any questions.
If salespeople are ashamed that the query makes them appear foolish, they won't utilize the channel (after all, the only silly question is to request an audit from the IRS). It will also be necessary to remind them to utilize the channel repeatedly. Always direct them to the correct route as long as the query is suitable, and they don't feel humiliated.
While some individuals will always require assistance, others instead prefer getting round-the-clock aid even when it isn't needed. It is reasonable to encourage those who don't require assistance to use the mechanisms you have set up.
However, if they continue to have questions, always note them. It could be necessary to provide further clarification in your help files.