During my first year as a sales desk manager, I spent a large amount of my time listening to the recorded calls our sales people made with clients. Internal wholesalers on my team were making these calls to brokers. To those not in the financial world this sales process can be compared to that of a pharmaceutical rep. The pharmaceutical rep sells to the doctor and the doctor prescribes to the clients. In the financial sales world, the wholesaler sells to the advisor and the advisor then presents to the clients. The typical day for someone on my team consisted of around 75 phone calls in the hopes that fifteen people would be live on the line and speaking. As you can imagine, some conversations went great, with the client getting all of the information they were hoping for and even some they didn’t know they needed. On the other hand, some calls weren’t so great, with clients getting poor service and no information that would help them or their business. It wasn’t until recently that I realized how relevant the concepts of behavioral analysis apply to environments other than safety and security.
While working with corporate clients of The CP Journal I have noticed moments during our work together when people really start to engage in the content of our training programs. That first moment is typically when we walk them through Cooper’s Color Code. Having not served in the military myself, I wasn’t familiar with the code until I started working with the Journal. Retired Marine Lt. Col. Jeff Cooper developed a system of awareness that he called Cooper’s Color Code that describes the psychological conditions of awareness that people are operating in at any given time. While you can learn more about Cooper’s Color Code by clicking this link, this particular post is meant to explain the applications of Cooper’s Color Code to those not in the military, outline how you can use the code personally to asses your current state of awareness and for leaders so they may use the code to establish frameworks for their team.
For those that have my attention span and didn’t click the link to get an in depth look at the code, it is broken down into different colors that each provide a template for the conditions of awareness that people go through during the day. Check out this graph for a visual:
In a customer service or sales environment people on your team can be assessed in one of the following states of awareness to help you build a framework for