Sales Team Management: How to Protect Your Reps from Burning Out

Imagine this: you hired an ace sales rep named Mike. When he started out, he was out in the field, crushing it daily, making 150–160 cold calls daily, setting up demos, and closing new customers.

A few months later, Mike shuffled his feet and had dark circles under his eyes. The once enthusiastic newbie is now avoiding phone calls and looks like he’s been hit by a bus. Before you know it, your whole team is walking around like a bunch of mindless zombies—burned out.

Sales managers often forget the massive psychological impact of hearing rejections daily. They expect a superhuman tolerance for rejection from their sales reps, no matter how many times a day these reps are getting told to fuck off.

But burning out is a severe problem for sales teams—one you can’t afford to sweep under the rug. A recent study found that salesperson turnover has been up 25 percent in recent years. Considering that turnover costs around 1.5 times a sales rep's salary, it can have a huge impact on your bottom line.

Burnout spreads in sales teams like wildfire. As a manager, you must identify it early and nip it in the bud. If you deal with it proactively, you avoid the huge high turnover rate costs, and your dynamite sales team will set you far above the competition.

Managing a sales team effectively requires more than just recognizing the signs of burnout. It involves implementing proactive strategies and tools that foster a healthy, productive work environment. Check out our detailed article for a comprehensive guide on managing your sales team effectively using Close CRM.

1. Concentrate on the Wins

‎One of the biggest reasons salespeople burn out is simple: people hate losing more than they like winning. Dr. Kahneman proved this with a coin toss example. He would ask his class: “I’m going to toss a coin, and if it’s tails, you lose $10. How much would you have to gain on winning for this gamble to be acceptable to you?” It took double the loss amount for people even to consider the bet.

Psychology shows us that we hate losing—so much that most people avoid a 50:50 chance at winning. As a sales manager, you need to understand that your reps have to deal with daily losses to get a shot at winning. Once they get one win, they just put it into a spreadsheet and move on.

To keep your salespeople from burning out, you must:

1. Amplify the impact of those wins
2. Reframe a loss to be viewed as a step toward a win

Reframe your sales reps’ perspectives by pointing out to them that the gain is huge compared to the loss—a gain is a new client, more money in the sales rep's pocket, a step closer to the company's expansion, and a higher growth potential for the individual. A “no,” on the other hand, is just progress towards the next “yes.”

Reinforce the importance of this progress towards a win by celebrating more minor victories, such as hitting a daily cold call number or just getting through a week of tough calls. By celebrating the small stuff, you add importance to every win and add a positive spin to the “no’s.”

Small Rewards=Big Gains

While it may seem like a waste of money to take your team out or give them small prizes constantly, the payoff will ultimately be huge— you’ll keep your team from burning out by inspiring them to overperform. Here are just a few ways to reward your team for small victories:

1. Use gamified leaderboards. The problem with old-fashioned leaderboards that just have goals like units sold or conversion rate is that they ignore the middle 60 percent— they only inspire the top 15 percent to fight it out for first and the bottom 15 percent to try and not be the worst. But gamification software that turns leaderboards into games lets you customize tiered goals for individuals and teams and has multiple leaderboards with progress benchmarks. Plus, the virtual medals and top-score charts make it fun.
2. Have after-hours celebrations. Proximedia, a B2B company that focuses on making websites, is known for the productivity of its sales force. It says that it owes it all to its quickness to celebrate even the smallest success with an after-hours get-together. By celebrating these small wins, the team builds an appreciation for progress towards a win and builds momentum to achieve the bigger wins.
3. Take the team out to lunch. A University of Warwick study has shown that employees randomly given chocolate became happier and were about 12 percent more productive on average. By taking your employees out to lunch, you are showing them that you are a manager who appreciates their hard work and not the carrot-and-stick type of manager who bullies their employees into burning out.

Even simple things like letting reps who hit a certain goal choose the next song to be played on the sales floor and having scoreboards can contribute to an atmosphere of fun.

Want to lead your team to success? It starts with solid sales manager training.

2. Mentor Your Sales Team

Another reason sales reps burn out is that they often feel they aren't getting anything substantial out of their jobs. Like any employee, they need to feel a deeper satisfaction out of their jobs than earning just an extra few bucks.

Although most managers assume that a boost in salary is enough of a motivator, studies have shown that salespeople tend to rank intrinsic motivators, such as “learning new skills,” above monetary compensation.

If your sales team has stopped improving, they’re not satisfied with their jobs and are on their way to burning out. Become a mentor to your sales reps to give your employees a craft to focus on and help them look beyond the daily grind.

Focus Their Attention on Big-Picture Progress

The art of sales takes years or even decades to master—so help your sales reps refocus on what they can achieve in the long run. Schedule weekly 1:1 sales training so that you can inspire your sales reps to view their time spent acquiring leads as time dedicated to sharpening those invaluable sales skills.

Here are three main points of advice when it comes to training your sales force:

1. Use a data-driven approach. Each employee is different, so a one-size-fits-all training schedule will not be equally effective for every employee. Track everything—from emails sent to opportunities gained to time spent on a phone call—so that you can see their weak points. From there, you’ll be able to create a personally tailored coaching program to help each employee work towards reaching their potential.
2. Concentrate on improving one skill at a time. A survey taken by McKinsey & Co. found that only 25 percent of respondents said that training improved employee performance. The reason? Lack of focus. Most training doesn't strategically deliver information. They throw all the useful and somewhat relevant information they can at the employees and expect them to absorb it like a sponge. Narrow the focus to one skill at a time so your sales rep knows what to concentrate on.
3. Work with your sales reps to develop a coaching schedule. By identifying areas for improvement, you are forcing employees to be self-critical and giving them accountability for their future. You can rank the importance of the problem areas together and address them one at a time. This will shift the conversation from “What are you doing wrong?” to “What can I help you with?”

By providing opportunities to learn and improve, you are making your employees happier and better equipped to do an excellent job.

3. Enable Sales Reps to Support Each Other

Basketball legend Michael Jordan has said, “Talent wins games, but teamwork and intelligence win championships.” Many managers think fostering a cut-throat, competitive environment will drive numbers up. Still, such a strong emphasis on individual performance puts a ton of additional pressure on your sales reps, inevitably leading to burnout on your team.

If your team isn’t so much a team but a group of people working in the same room simultaneously, then you have a ticking time bomb on your hands. One overly aggressive individual can ruin the entire team culture—if not the whole company.

A supportive team is crucial in a high-pressure sales environment. When Mike Weinberg, sales coach and consultant, described the best sales team he had ever met, he named “love” one of the most impressive aspects. He said the team had a fantastic fraternal bond, always had each other’s backs, and had a strict no-gossip policy.

Stress the Importance of Teamwork

While great team collaboration arises organically, it can only exist in an environment that fosters collaboration. Loose policies and bad processes poison the entire team dynamic.

1. Don’t stand for unsportsmanlike conduct. Sales expert Jim Collins always uses the analogy of getting the right people on the bus. He says that while many people think that great bus drivers (i.e., managers) start the journey by announcing the destination, the best bus drivers start by getting the right people on the bus and the wrong people off the bus. Don’t let a rude and aggressive sales rep off the hook just because he pulls in results—not allowing disrespect within your team prevents toxic people from sabotaging your work culture.
2. Have team-oriented competition. The best competitions are between teams in your workforce. One real estate company did this by scoring different accomplishments by baseball terms: a new referral or potential customer was a single, a contract was a double, and a recruitment counted as a home run. If something fell through, it counted as an out. This forced everyone to work in a collaborative environment instead of a dogfight. Making sales reps work together to achieve a common aim will strengthen the team as a support group and enable sales reps to learn from each other's strengths.
3. Allocate different responsibilities to your employees. Give each sales rep an expertise. It could be as simple as geography or as complex as catering to specific buyer personas. This will keep employees from playing the blame game and from stepping on each other's toes. As a bonus, they will have a much more narrowly focused sales pitch (which you can work out together during your 1:1 training.)

Create a positive, collaborative environment, and you will have positive, collaborative employees.

Give Your Superhuman Sales Reps Their Wings

Sales are tough. Foursquare’s National Director of Sales, David Greenberger, says that when he first started, he’d come home feeling like he’d spent the day getting punched in the face. Despite this, salespeople are expected to be relentless in their pursuit of that “yes.”

But it’s not all on them. A Mayo Clinic study showed a direct correlation between bad leadership and the likelihood of employees burning out. As a manager, your job is to help your team conquer the huge challenge of dealing with daily rejection and provide them with the support structure necessary for success.

It's all about perspective. By building up your sales team’s resilience in the face of constant hardship, you not only prevent burnout but also empower your team to thrive in the high-stakes, demanding sales field.