Information Technology Management with a Purpose

Nov 12 2012   7:40AM GMT

Managing target-chasing sales personnel

S R Balasubramanian Profile: S R Balasubramanian

We talk of pesky calls and the ways to exercise control over them. But there is another type of unwarranted call the CIOs often face: the unsolicited contact by overzealous target-driven salesmen. It is not uncommon to receive phone calls from salesmen either through the operator in the office or direct calls to our handsets, sometimes at very inconvenient moments, when we are in a meeting or busy otherwise.

I do empathize with their plight and try not to be harsh with them. Poor guys, they take it easy till they near the quarter-end or the year-end. Realizing that they still have a large ground to cover, they come under pressure and desperately try to pick an order or two from customers like us. People who call may either be vendors who have ongoing business with us or others, aspiring to build new relationships. While we can avoid or ignore a few calls, we are generally obliged to pick up a few.

Let me describe types of calls that I encounter:

Cold calls: These generally are from new vendors who pick up your contact number and call up without a reference. They insist on a short meeting pleading their case and promising path breaking solutions. A few smart ones manage to slip into the organization in the pretext of meeting someone and suddenly appear in front of your desk seeking a minute to introduce themselves. Their desperation surely kills our peace and quiet.

Follow-up calls from the current vendors: Vendors currently engaged with us use their privileged position to fix up review meetings or to make courtesy calls. The intention however is to persuade us to expand our footprint, use new features or to use further services.

Friends & acquaintances who seek a meeting: Some of these are our friends who would have dealt with us in the past or who would have met us in a seminar and exchanged cards with us. Then there are others who are referred to by one of our friends and they use that channel to seek an audience. It is difficult to say ‘No’ and we are obliged to meet.

Vendors engaged in ongoing talks: They are the vendors with whom talks are on and the assignment could either be at the feasibility, exploratory, or evaluation stage or even at the negotiation phase. However, being under pressure to meet their targets, they press on asking us to close the deal immediately so that they can add those numbers to their tally. Refusing to give up easily, they come back to lure us in the form of special discounts and freebees to close the deal. We have to endure and pass this test of patience.

How to manage these situations

New parties or non-significant salespersons can easily be given a go-by but we may not be able to cold-shoulder many others for a variety of reasons. It may be necessary to grant audience to a few in the interest of maintaining relationship or to understand if there is anything worthwhile for us to consider. The CIO can himself meet a few who he considers important but pass on the others to his managers.

Delegating this responsibility to some of your senior officers is a good way to spread the extra load of answering sales calls. This has three advantages. One it gives your manager a sense of importance as he acts as the company’s representative and gets vendors’ attention. Second he develops wonderful experience of dealing with vendors and also gets updated with the latest technology introductions. Thirdly, vendors are happy for having got a hearing.

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