In this episode of The Art and Science of Complex Sales, we’re joined by Tony Cross, CEO of Growth Matters International. Tony shares how sales managers can be the most powerful lever for sales transformation.
The conversation focuses on how to lead teams through uncertainty, coach toward customer buying behavior, and create practical momentum through structured conversations and frameworks. Tony also introduces his "Chalk and Talk" initiative, a live, collaborative coaching experience designed to foster strategic action.Coaching Through Uncertainty (03:38)
Tony explains how sales managers can cut through the noise by staying focused on the fundamentals. Rather than "getting back to basics," he advocates reinforcing foundational one-on-one coaching that helps reps guide customers through complex buying decisions. Uncertainty is high, but clarity can be created through strong leadership.
Aligning with the Buying Process (06:08)
The episode explores why sales teams need to understand how buying decisions are made inside customer organizations. Tony discusses using a draft buying vision to collaborate with buyers and ensure proposals speak to everyone involved, not just the primary contact. This approach builds trust and improves win rates.
Pipeline Coaching with the ICE Model (15:55)
Tony introduces the Identify, Clarify, Explore (ICE) model as a simple yet powerful framework for coaching reps on pipeline health. He explains how sales managers should move beyond metrics like coverage ratios and instead diagnose pipeline challenges by looking at value, volume, velocity, and deal shape.
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