A common problem on coaching calls is the sales manager taking over the sales call or “stepping in”. Sales managers often ask “when is it appropriate to step in?” Some of the most common reasons given for stepping in are:
• The salesperson is really in trouble
• The salesperson has made a major mistake
• The salesperson is about to lose a sale
• It’s a very big sale
• The salesperson can’t handle the customer
Although all of these are very compelling reasons for stepping in, they are merely a symptom of a much bigger problem. If you have to step in on a coaching call, it’s a signal that you have failed as a coach on that call. Stepping in prevents the salesperson from developing his/her selling skills and it prevents you from being able to fully exercise your coaching skills. Once you step in, you are no longer an objective observer, but an active participant. This severally limits your ability to focus on what the salesperson is doing right or wrong. When you step in, you are telling the salesperson that this call is more important than his or her development.
If salespeople aren’t ready to make a call on their own, then make the call a joint call or a training call. But, if you agree that it’s a coaching call and salespeople are responsible for the outcome, then let them succeed or fail on their own merits. Your job at that point is to make sure your salespeople have learned from the experience.