Not long ago a training consultant got a call from a sales manager who said, “We need sales training!” The consultant answered, “Are you sure?” The caller explained that some of their customer service reps were doing four times the volume of others. It had to be because they were better salespeople … right? So, they needed sales training! The consultant agreed to help, but insisted on observing the company’s top performers to get a better understanding of what sales techniques they were using. As it turned out, the top producers weren’t better salespeople at all, but rather had developed a more effective method for processing customer transactions. Once the consultant recognized that, it was easy to document their techniques and build short training interactions…