Chit Chat with a Champ: Theresa Gonzales from Oracle

I had the pleasure of interviewing a true champ. Theresa’s enthusiasm and great customer skills are some of the keys to her success. Theresa’s been in inside sales for 4-5 years. She started in the hospitality industry in San Francisco and transitioned to the software industry. She now works in Oracle’s inside sales organization and here’s what she had to say:

What are the top traits that make for a successful inside sales rep?

Theresa: You have to find what your strong suit is. I believe you must demonstrate that you can really engage the customer and listen to what their business needs are and ask questions so that you build a rapport with your prospect.

Are you finding the competitive climate is getting tougher out there?

Theresa: Absolutely. Right now the tech industry in the Bay Area/Silicon Valley is on the upswing again. You are finding a lot of niche players out there want the best product for the best price and the best service. It is highly competitive and they are looking for a partner who is going to understand their business and listen to their needs. If you can push the envelope to understand what they really need, they are going to appreciate that.

Everyone seems to be complaining about lack of time. Are you finding that time management is a big challenge?

Theresa: Time management is key in this role and if you can start the day managing your calls, determining who you are going to call and what you need to do on the calls you can leverage your day. You are getting pulled in many directions from answering your email, cell phone, land lines, and walk-ups that you really have to focus on how you plan your day from the very beginning and stick to that.

What are common misperceptions you confront about inside sales?

Theresa: That this role is very transactional. That you move on from the customer, get the deal done and just move on. A lot of my customers and prospects may believe that. Although you have a number to hit and a quota to fill, the little extra time you spend with them they will appreciate and it goes a long way. If you can understand their business and their solution, you’ve made a customer for life.

What has changed today in inside sales?

Theresa: There’s a lot, it’s hard to nail down. The biggest change is that it is no longer a stand-alone product that customers need. They no longer need a straight CRM solution. You have to put yourself out there and create a partner network and include a lot of resources in your tool belt and provide your customers with a lot more. If they need integration, if they need back office application, you can direct them. It’s not a straight transactional sale, it’s really trying to figure out what the strategy is to run their overall business. You now must engage people on their end and on your end to make something happen.

What’s your personal measurement for success?

Theresa: It’s being dedicated to this role. I think once the deal is closed and I hear the customer say the reason they chose Oracle is because you understood our business. That’s a big achievement that stands out for me.