About the Author xiii Acknowledgments xv Introduction xvii CHAPTER ONE The Death of Management 1 Becoming an Executive Sales Coach 1 But I'm Already Coaching 3 Making the Shift from Sales Manager to Executive Sales Coach 3 The Missing Discipline of Sales Coaching 5 Defining the Role of a Sales Coach 6 A Coach versus a Mentor 7 Nine Barriers to Coaching a Sales Team 8 Consultant, Trainer, or Coach? 12 Managers Don't Have Time to Manage 15 Understanding the Commitment to Coach Your Sales Team 17 Get a Coach for the Coach 19 Five Core Characteristics of the World's Greatest Sales Coaches 21 CHAPTER TWO The Coach's Mindset: Six Universal Principles of Masterful Coaching 25 Management's Eternal Conundrum 26 Hitting Rock Bottom 27 You Can't Coach What You Fear 29 The Strong, Fearful Leader 30 Universal Principle of Masterful Coaching No. 1: Make Fear Your Ally 32 Universal Principle of Masterful Coaching No. 2: Be Present 36 Universal Principle of Masterful Coaching No. 3: Detach from the Outcome 41 Universal Principle of Masterful Coaching No. 4: Become Process Driven 45 Universal Principle of Masterful Coaching No. 5: Be Creative 49 Universal Principle of Masterful Coaching No. 6: Become Fully Accountable- for Everything 50 The Top 19 Excuses Managers Use to Justify Why Salespeople Fail 51 CHAPTER THREE Six Fatal Coaching Mistakes and How to Avoid Them 55 Coach the Relationship with Their Story 56 Fatal Coaching Mistake No. 1: Believing the S.C.A.M.M.- A Manager's Most Elusive Adversary 57 Fatal Coaching Mistake No. 2: Wanting More for others than They Want for Themselves 63 Fatal Coaching Mistake No. 3: Are You Coaching Your Salespeople or Judging Them? 68 Fatal Coaching Mistake No. 4: Coaching Isn't about the Coach 70 Fatal Coaching Mistake No. 5: Share Ideas, Not Expectations 71 Fatal Coaching Mistake No. 6: Mismanaging Expectations: Are You Preparing Your Sales Team for Change? 73 CHAPTER FOUR Tactical Coaching 77 Who Do You Coach? 77 A.G.R.O.W.T.H. Success Indicator to Determine Personal Coachability 78 Don't Coach the Squeaker 80 Coaching the Whole Person 80 Developing Sales Champions from the Inside Out 81 What Do You Coach? Coach the Gap 82 Do I Coach Them or Train Them? 84 What Exactly Can You Coach? 88 The Top 10 Characteristics of Highly Effective Salespeople 89 CHAPTER FIVE The Seven Types of Sales Managers 91 The Seven Ps 91 The Problem-Solving Manager 93 The Question is the Answer 97 Solution-Oriented Questions 98 CHAPTER SIX Ignition On! Now They're Inspired 101 The Pitchfork Manager 101 Push versus Pull- A Simple Model of Motivation 103 Let Your Salespeople Tell You What Motivates Them 104 Ask Your Salespeople How They Want to be Coached 106 Motivate through Pleasure Rather than Consequence 107 Communicate from Abundance Rather than From Scarcity 108 Make Acknowledgment Unconditional, Measurable, and Specific 110 Make Your People Right, Even When they're Not 113 Create New Opportunities Rather than Make People Wrong 116 CHAPTER SEVEN Assumptive Coaching and Dangerous Listening 119 The Pontificating Manager 119 Eight Barriers That Prevent Masterful Listening 121 Listening through Filters- A Manager's Lethal Weakness 122 Just the Facts, Please 125 Encourage Silence 125 Focus More on the Message than on the Messenger 126 Listening to Someone or Listening for Something 127 Make People Feel They Are Being Heard 129 The Presumptuous Manager 131 Don't Believe Everything You Tell Yourself 132 Get Out of Your Way and Out of Your Head 133 Be Curious 140 CHAPTER EIGHT Vulnerability-Based Leadership 143 The Perfect Manager 143 Express Your Authenticity: Become Vulnerable 146 Embrace Your Humanity 147 Evidence of an Emerging Culture 148 Vulnerability and Trust 149 The Passive Manager 151 Embrace Healthy Conflict 153 Call Them out Using the Coaching Edge 153 Take a Stand for Your Salespeople 154 Declare What You Really Want for Your Sales Team 156 The "I'm Sensing That" Statement 158 The Proactive Manager 161 A View from the Sidelines 162 CHAPTER NINE Facilitating an Effective Coaching Conversation 169 Preparing for the Coaching Session 169 The Anatomy of a Coaching Session 170 The Coaching Prep Form 171 Strategic Coaching Questions 175 The L.E.A.D.S. Coaching Model 176 The Management Conversation 179 The Coaching Conversation 183 Going Deeper- Breakthrough Coaching 191 How Much Coaching is Enough? 203 CHAPTER TEN The Art of Enrollment 207 It's All about Connection 207 Making an Impact 210 Leaving Your Legacy as a Manager 211 The Art of Enrollment 212 Enrollment is a Universal Phenomenon 214 Creating the Possibility for Change 215 The Six Steps of an Enrollment Conversation 216 Case Study: Enrolling Someone to Improve their Quality of Work 218 Case Study: Enrolling Someone to Become More Accountable 222 The Written Word: Crafting a Compelling Message 226 CHAPTER ELEVEN The Seduction of Potential 233 Potential is the Holy Grail 233 The Seduction Begins: The Ether of Potential 235 The Hard Cost of Complacency 236 You Can't Build a Business on Potential 237 When to give up and Let Go 239 Master the Art of Abandonment 240 The Top Trigger Points of Seduction 241 CHAPTER TWELVE Develop an Internal Coaching Program 243 Identifying a Turnaround Opportunity 244 Holding Your People Accountable 248 Week One: Introducing the Turnaround Strategy- An Enrollment Conversation 248 Week Two: A Minor Setback or Imminent Failure 252 Week Three: On The Winner's Path 257 Week Four: A Successful Turnaround 264 Designing an Executive Sales Coaching Program 266 How to Turn Around or Terminate an Underperformer in Less than 30 Days 270 Fire Them and Then Hire Them 277 Tips from the Coaches' Playbook 278 Conclusion 279 Final Thoughts on Being an Executive Sales Coach 279 Appendix 283 The Playbook of Questions for Sales Coaches 283 The 80-20 Rule on Coaching Questions 313 Index 315
KEITH ROSEN is the CEO of Profit Builders, named one of the Best Sales Training and Coaching Companies worldwide. Keith has delivered his courses to hundreds of thousands of salespeople and managers in practically every industry; on five continents and in over 50 countries. Keith is the author of several bestselling books. As a global authority on sales coaching and the pioneer of leadership coach training, Keith was inducted in the inaugural group of the Top Sales Hall of Fame in recognition for his outstanding contributions in sales and leadership development. Inc.magazine and Fast Company named Keith one of the five most influential executive coaches. Keith was also featured on the award winning television show, Mad Men and was one of the first out of only a handful of coaches who earned the distinguished Master Certified Coach designation credentialed through the International Coach Federation. To get Keith's ebooks, articles and videos, visit www.KeithRosen.com.
"[The author] has spotted an opening and written one of the best sales coaching books so far, in what is still a small selection." Salesforce June 2008