Developing 'Imperfectly Inimitable' Skills for Effective Sales
By Michael J. Cheatham Director of Sales Recruitment, Hyatt Hotels Corporation | May 19, 2010
Upon encountering a potential client that was non-responsive to phone calls, a young but determined sales manager realized that he was one of many hotel sales people soliciting her business. He decided to take a novel approach. He sent a letter informing her that she had two opportunities: 1) a chance to be a winner and 2) a sure-fire way to be a winner. The chance was a ticket for the Colorado state lottery, enclosed with the letter. The sure thing, he explained in the letter, was that his hotel's service and amenities would exceed her expectations and, in doing so, make her a winner in the eyes of her boss and meeting attendees. His creative approach set him apart from the competition and ultimately led to a lasting professional relationship with this client.
Let's assume for a moment that every person in hospitality sales knows the importance of qualifying prospects, knows how to develop an effective opening, understands how belief in their product helps them to exude confidence, knows that to close the sale you must ask for the sale, and that service after the sale is as important as the sale itself. While we're at it, let's just assume that everyone has read those endless lists of "sales tips" written on how to become an effective salesperson.
If we assume that colleges and universities are adequately training sales people, why is it that all new hires are not excellent sales people from the get-go? Further, with all the professional development opportunities available, shouldn't there be armies of effective sales people and no shortage of great candidates for those looking to hire?
So, what is missing? What sets excellent sales people apart from the plebeian masses? According the Resource Based View of strategic management (Porter, 1980, 1991; Peteraf, 1993), an excellent sales person would be one who is able to deliver consistently above normal economic performance. In the parlance of RBV, they would possess a "competitive advantage." The sustainability of this competitive advantage is dependent on the degree to which an individual possesses resources or skills that are valuable, rare and "imperfectly inimitable" (Peteraf, 1993). These skills, by their very nature, are not easily copied or transferred.
What are these imperfectly inimitable skills that excellent sales people possess? We believe they include sense of humor , creativity, timing and common sense. These elements are missing from most undergraduate sales curricula, seminars and most of those lists of sales tips precisely because they are difficult - but not impossible - to teach. With respect to these essential elements, it is often said, "Either you have it, or you don't."
Every sales person ought to know that selling involves identifying customers, successfully communicating with them, increasing their awareness and interest in your product, and persuading them to act on that interest. In addition, to truly set themselves apart, we argue that sales people must develop these imperfectly inimitable skills. This article offers thoughts on how sales managers and sales educators can develop and utilize sense of humour, creativity, timing and common sense to impact the bottom line.