Why sales and service training doesn’t work

No, I haven’t gone mad; I just want to show you that it’s a mindset and culture thing!

Most training courses consist of the sharing of tools and techniques to use and implement in your organisation. These tools rely on the desire, commitment and will of the learner to use them.

The trouble is it’s not that simple. If it was just down to learning the tools then we would have no problem selling, serving, losing weight, managing time, finding love or any of the other goals we want to achieve in life.

It takes more than that. It takes a real desire to want to do something differently or better and the right culture to do it in.

There is little point in JUST giving your people tools for how to give a great sales and service experience. They know what ‘great’ does and doesn’t look like, they see it every day as customers themselves. It has to go deeper than that. They need to understand WHY they WANT to do it.

The key is in challenging unhelpful beliefs such as ‘I’m not very good at selling’, ‘I don’t have the time to give great service’ or ‘customers are just difficult’ and in unlocking the real desire to sell and serve.

Anything that needs to be achieved needs to be believed. Once the belief and desire are created and the culture nurtured then the tools will be welcomed with open arms.

So, if you’re considering sales or customer service training for your people then ask yourself the following questions:

1. Does the learner have the right mindset to fully embrace and implement the tools?
2. Do you have the right culture in place for training to be received into?
3. Is the person part of a team and if so, are the other members attending the training or are you relying on this person to inspire others?

Without working on the mindset, belief, desire and culture, you may be wasting your time and money investing in training that has little chance of working.

You know what they say, you can lead a horse to water but you can’t make it drink!

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