Q. Everyone on my sales staff has lost their nerve. They're so afraid to lose customers; they keep going off the rate card just to make the sales. I don't blame them sometimes. They feel it's better to take less commission and at least close the deals. But I'd like them to stick with the rules. Our prices are very competitive. So what do we do to change this?
Ans. Although there's a strong temptation to do what that staff is doing, Bill Treasurer, author of "Courage Goes to Work (Hardcover $26.95) insists that with more courage your staff will take on harder projects, deal better with change, and speak up on important issues. He adds these tips for helping the staff do it: emphasize the risks of not risking, which is usually more dangerous than taking action, and build on employees' existing strengths and capabilities when giving them any new task or sales project. It will be easier for them to be courageous-and stick to the rate card-if they've been successful selling that item previously.