PROLOGUE 2
Chapter 1
Sales New Normal #1
The changes brought by COVID-19
How should sales change during this strategic inflection point? 16
Are you aware of change? 21
A salesperson’s response strategy in the Post-COVID era 23
Everyone's hard-pressed because of COVID-19? Stop hesitating, and try out the formula for success in the post COVID era 25
CASE STUDY [PEPSICO] Diversification of distribution channels 26
CASE STUDY [Audi, Hyundai Motor Company] Online sales through digital consulting 31
CASE STUDY Digital pivoting: BTS, My Real Trip 36
Now, it's time to change our perceptions 40
Chapter 2
Sales New Normal #2
Changes in the way you work
In the New Normal era, how should sales departments’ work change? 46
CASE STORY 1 Salespeople are in danger due to COVID-19 47
Change 1: Switching from offline to digital 49
Change 2: Increased importance of data and information distribution 54
Change 3: Changes in the way salespeople work 61
Change 4: The role and necessary competencies of the sales department 65
[CHECKLIST] Post-COVID era, sales department diagnosis table 73
Chapter 3
Sales New Normal #3
Changes in performance management
In the New Normal era, what is the keyto sales departments' performance management? 76
CASE STORY 2 Errors in performance indicators and goals 77
With the changing environment due to COVID-19, should the sales departments be controlled and managed? 82
Which performance indicators are most suitable to the New Normal era? 85
Solution 1. Abandon your blind belief in measurement indicators. 86
Solution 2. Pivot performance indicators, based on how realistic they are. 89
Solution 3. Change the evaluation and reward system. 92
CASE STUDY [Adobe] Check-in method and process 93
Points of "performance management" sales leaders should think of in the New Normal era 97
Should you control them? Or give them autonomy? 97
Extrinsic motivation vs. Intrinsic motivation 101
Top-down goal-setting vs. Bottom-up goal-setting 107
Mechanical approach vs. pursuing diversity 110
[CHECKLIST] Post-COVID era, sales leader's performance management diagnosis table 113
Chapter 4
Sales New Normal #4
Changes in fostering and coaching
What are the sales leaders' roles and necessary competencies in the New Normal era? 116
CASE STORY 3 New Normal era, 'Leader's thoughts vs. Members' thoughts' 117
Changes in the role of sales leaders: autocratic leadership no longer works 120
Sales leaders’ coaching method: change the theme and style 124
Sales leaders' competence development: keep up with the times 126
In the New Normal era, sales coaching & non-face-to-face communication 130
CASE STORY 4 ‘The telecommuting issue’ in the post-COVID era 130
Sales Leader's Coaching: escape from experience-based habitual thinking 135
Non-face-to-face communication of sales leaders: communicate constantly with team members 141
‘Fostering/coaching’ points that sales leaders should think of in the New Normal era 150
Open learning vs. Enclosed learning 150
Approaches to maximize Productivity vs. Creativity 152
Control the information vs. Share the information 155
Growth mindset vs. Fixed mindset 160
[CHECKLIST] Post-COVID era, sales leader's leadership/coaching and communication diagnosis table 164
Chapter 5
Sales New Normal #5
The operation of a sales department
In the New Normal era, what is the ideal way to operate a sales department? 168
CASE STORY 5 A sales department’s operations and transition of roles 169
Solution 1: Sales department, be an insider 174
Solution 2: Integrate the strategy and execution 182
Solution 3: Reduce the gap and strengthen the power in strategy execution 188
Solution 4: Make the role of sales essential in product development as well 190
An organizational structure matrix organazation that enables the sales department to actively participate in the development and the changes in development method 194
CASE STUDY [Spotify] Spotify’s Matrix organizational structure 195
The ‘Agile Management’ that sales leaders should consider in the New Normal era 204
The background and basic principles of Agile Management 204
Traditional management vs. Agile management 208
The misunderstanding of “horizontal leadership” 210
Agile culture, and culture of the MZ Millennials and Gen Z generation 213
[CHECKLIST] Post-COVID era, organizational operations, and agile
management diagnosis table 216
Chapter 6
Sales New Normal #6
Let’s start for change
In the New Normal era, Requirements for change in the sales departments 220
CASE STORY 6 A sales department’s operations and transition 220
Organizations resist change by nature 222
“Silence is golden(?)” Team members who do not speak up 227
A culture of sharing information and accepting failures 229
Collective/group intelligence over groupthink 232
A culture that only values results? No! A culture that takes process into account? Yes! 234
Now, it's time to strengthen the resilience of the sales department 237
Ultimately, it's a matter of perspective 240
EPILOGUE 242
REFERENCES 246
