Are Your Sales Managers Managing Activity or Results?

In sales the hidden truth is often that most sales managers are managing things that they have no control over. Many sales managers have quotas for calls their sales team makes, meetings set and held, and the like. But is the number of calls your team makes the important measure of success?

Let me ask it another way, would you rather a team that makes 110% of quota on calls or a team that hits 80% of their call volume quota but closes at a higher rate? Zappos answered this question by removing call time as a measurement of quality.

This carries forward to other sales activities as well. As a manager it is important that you remember what the effect of the sales actions you are measuring has on the end goal. Beware the law of unintended consequences.