Late last week I attended a pre-sales webinar for a major software-as-a-service vendor. As a prospect, I’m somewhere in the “lead curation” stage. I need to learn more about the tool and the company. The presenter is reading the slides. They’re clearly unfamiliar with the presentation notes. You can tell when someone is reading text they haven’t read before, much as you can tell when they aren’t familiar with the material. They sound exasperated about it all – and I suspect they’re right to feel that way. I wondered if the presenter had been “pushed out on stage”.
Sales preparation matters
I felt sorry for the presenter because it seemed as if they’d been allowed (or forced) to present without sufficient preparation. Everyone involved was affected by this. The company lost out because the quality of the presentation distracted from the product’s content. The value of the webinar to the attendees was reduced because the presenter was stumbling over their words and speaking in a manner that didn’t convey their (presumed) expertise. Hopefully there was a post-presentation review with the presenter so they could practice, get more familiar with the notes / slides, and take the bumps out of their next effort.
While I’m not certain this was the presenter’s first time giving this presentation, we all have to have a first time. The importance of practice and presenting with others who can provide feedback is critical. As a manager / leader, you should be making sure that these practices happen, that constructive feedback loops exist, and that they are done in a way that helps everyone get better. These efforts benefit everyone involved, including the prospective customer.
We’ve all been injected into a situation on short notice. Thing is, we have to take it upon ourselves to make sure we’re well prepared. Perhaps the presenter was asked to do this at the last minute to replace someone who couldn’t be there, but that’s no excuse. It’s on management to make sure replacements are prepared to step in and keep things moving. Maybe your best presenter won’t be there, but you should be able to assure that a well-prepared presenter is available to represent the company. Likewise, it’s on professionals to be prepared for their time in the spotlight, particularly if they know that their responsibilities include taking on someone else’s role on short notice.
It’s just a neighbor calling.
A well-prepared salesperson from the webinar vendor called me a couple of weeks ago. They’re a Silicon Valley company, yet they chose to pretend they were from Somers. (For those reading this outside of Montana, Somers is a small lakeside town in NW Montana.)
The same thing happened a few weeks ago when I received a return call from an insurance guy in Nashville. Caller ID said he was calling from Billings (MT). Yes, this has been going on forever, but it puts your sales team at a terrible disadvantage. When I see a call coming from the Nashville area and I am expecting a return call from there (as I was this time), I’d pick up. If I’m not expecting a call from there, I’ll always let it go to voicemail because I handle almost all calls by appointment. When the insurance company called back, I ignored it because I wasn’t expecting a call from Billings.
When I finally ended up speaking with the salesperson from Silicon Valley, I asked them point blank if they were from Somers. “No, I’m at the main office in San Jose.” Which of course prompted me to ask them why they fake their numbers and make it look like they’re from a place they’re unlikely to be from. He handwaved it off (nicely) by saying it’s just what the company does to try to get folks to pick up. What they don’t realize is that the reverse reaction is what they’re getting. In addition, the conversation starts with a topic like “Why are you faking who/where you are” rather than their product.
Don’t set the tone for your interaction with a prospect with a lie. Prospects don’t need to be comforted by a local caller ID number, if that’s what you’re trying to do. It’s simply unbelievable that anyone thinks this is a good idea at time when robocalls are doing exactly the same thing. Is that the crowd you want to be associated with?