There are three different types of problems that managers have to address when they overhear things on the sales floor. One deals with incorrect information, one with inappropriate language, and the other deals with questions of style.

If the sales representative is giving out incorrect information in areas such as price, product features, or warranties, then you should correct them right away. But before you tell them anything, ask them how they got this information. Assume it was an innocent mistake. Someone else may have supplied them with incorrect data or they may have misinterpreted the information they were given. Other sales representatives may be giving out the same incorrect information as well, and you will need to take steps to prevent this from happening again. If you think the issue is widespread, you could bring it up during a staff meeting without naming names.

If you hear your sales representative say something inappropriate or offensive, then you should, of course, tell them to stop and never do it again. Depending on the nature of the offense, you may want to issue them a written warning as well.

In both instances, you did overhear what they said and they might take exception to that. So explain that you are acting in the best interests of the company and hold any conversations you have with them about the matter in private, never on the sales floor.

When it's a matter of style, resist the temptation to make a comment about a sales presentation that you overheard. Why? You are hearing only one side of the conversation and that will put both you and the salesperson on the defensive.

The better tack to take is to monitor your sales staff's sales presentations at least once a week on a regular basis, so that you understand their whole approach and you can hear the prospect's comments and reactions. This activity should be considered part of your regular responsibilities as a sales manager and is no different than a field sales manager accompanying a sales representative on client calls.

Meet with your sales representatives ahead of time and let them know you will be monitoring their calls during a particular time period. Discuss who they will be calling and what they hope to accomplish with that customer. Meet with them afterwards and talk about how the calls went. Always ask them what they thought of the calls first. Build trust and rapport. Point out what you liked about the calls and then make some comments about what you think they could say or do a little differently. If they balk at this or object, remind them that part of your job responsibilities include developing your salespeople and working with them to give better sales presentations.

Management by walking around is a sound practice and if you do it often enough, you will occasionally hear things that need correcting, changing, or amending. It's the manner in which you handle the interaction that makes the difference.