7 Things To Avoid When Building Customer Relationships by Jim Meisenheimer

Whenever you meet new sales prospects be sure to focus
on establishing rapport and building relationships. Most
salespeople overlook the importance of these two
priorities early during the selling process.

Instead of reaching for your sales brochures try
reaching out to your sales prospects by demonstrating
your interest and curiosity about their business and
their customers.

Look, most sales don't happen during the first sales
call - so why even bother to attempt closing the sale.
You'll turn more heads and build better customer
relationships if you avoid doing these seven things.

1. Avoid selling too early. Gee, why does everybody
try to sell something during the first sales call? If
it's been your experience that 95% of your sales are
never made during the first sales call - you should
carefully consider what you’re doing during this first
sales call.

Just because your business card tells the world your
a professional sales representative is no reason to
start selling during the first call. It would be wiser
to use the first call to establish some credibility
and to start building a customer relationship with
your sales prospect.

2. Avoid talking too much. One of the most common
mistakes new and even veteran sales reps make is to talk
too much. Sure you were hired to sell. But where does
it say the true definition of selling begins with talking?
It doesn't begin with talking, it begins with listening.

Listening, more than anything else. It shows you're
interested in the person you're talking to. It shows
you're interested in his company. It shows you're
interested in his customers. It's easy to misinterpret
why somebody is talking too much. It's impossible to
misinterpret someone who is listen carefully to what
you're saying.

3. Avoid asking the wrong questions. Ask any sales
representative which is a better question to ask when
you want to get more information from a sales prospect,
an open question or a closed question - and the universal
response will be an open question - which of course is
the right answer.

In practice however most salespeople lead with closed
questions. For example: who is your current supplier,
what's your budget for (insert your product), how many
(insert your product) do you buy a year, I think you
get the picture.

And if that's not bad enough, how does it make you feel
to learn that almost all salespeople start with the same
questions? Well it shouldn't make you feel superior
to competitors.

4. Avoid forgetting to do the little things. One of the
quickest ways to grab a new sales prospects attention is
to do little things for him. Within 24 hours of your first
sales call you could send him an e-mail thanking him for
anything except his time - because that's what most
salespeople do.

If you are able to schedule the second meeting during
your first sales call, you could send a personal hand
written note confirming your second meeting within three
days. You could also send a general interest article
(something you think she might like to see) within seven
days and including a note that says “F.Y.I. - thought you
might be interested in seeing this.”

5. Avoid talking to the wrong person. The best advice
I can give any sales person is to start at the top of an
organization when you're trying to get your foot in the
door. Most salespeople do just the opposite because they
fear being rejected by the woman at the top. Most people
at the top, get to the top, because they are excellent
delegators.

Sometimes the people at the top have more time to see you
than the people they are delegating to. If you start talking
to the wrong person, a person who is not a decision-maker,
and you begin to build a relationship, it becomes extremely
difficult to wiggle your way around this person to see the
ultimate decision-maker.

6. Avoid defending your price. During my sales training
programs I usually start by asking the salespeople to tell
me about their biggest challenges. Within 10 minutes I
usually hear about the dreaded price objection. What some
salespeople don't recognize is they are so afraid of the
price objection they usually bring it up first, without
even realizing it.

You can never win the price war by defending the price.

You win by explaining the value of the products and services
you’re selling. You win by changing the rules of the game.

You see most people will pay a higher price if they believe
they are getting a higher value. So always focus on the value
of doing business with you and your company.

It’s even better if you can quantify your value in dollars.

7. Avoid not having an attitude of gratitude. This is a
big one. Don't be too busy to say thank you. In your daily
sales effort, there are so many people you can thank along
the way.

You can thank the receptionist for getting you into see
the decision-maker. You can thank somebody in your customer
service department for helping one of your customers. You
can thank a sales prospect for placing his first order and
becoming a new customer. You can thank your customers every
time they place a substantial order with you and your company.

You can find out how long your sales prospect or customer
has been doing the work he’s currently doing and send him
an anniversary card every year. Now that would blow him
away!

You'll build stronger and longer lasting relationships
with your customers if you avoid doing these seven
things. You'll also differentiate yourself from your
competition, because they're probably doing these things.

It takes time to build a strong relationship with your
customers. It'll take you less time if you avoid making
these mistakes. It'll also take you less time if you
really get to know what your customers need and want.

Find out why your sales prospects and customers need
something and you'll soon discover why they want it.

About
The Author:

Jim is a
Sales Strategist and is the creator of No-Brainer Selling Skills.
He shows salespeople and entrepreneurs how to increase sales,
earn more money, have more fun, and how to do it all in less
time. His focus is on practical ideas that get immediate results.
He offers Advanced Sales Management Workshops, Sales Coaching,
Consulting, In-house Sales Training Programs, and a wide variety
of Learning Tools i.e. books, special reports, sales manuals,
and CDs.Jim Meisenheimer
is a member of The National Speakers Association, where he earned
the C.S.P. designation, Certified Speaking Professional. He
has authored five books including, "The 12 Best Questions
To Ask Customers," and the recently published “57
Ways To Take Control Of Your Time And Your Life”.

Websites: http://www.startsellingmore.com/

http://www.meisenheimer.com/

How to Lose a Prospect's Attention in 5 Seconds or Less by Kelley Robertson

When you make contact with a new prospect-either by telephone or in a face-to-face meeting-you have an extremely short window of time to connect with them. If you fail to achieve this they will quickly tune you out. Here are several things you can do to lose your prospect's attention in the first five seconds of the conversation:



1. Start a telephone conversation with, "Hi, how are you?"

2. Open your conversation by introducing yourself, your company and what you do.

3. Make small talk about "stuff" you see in their office (awards, plaques, photos, etc).

4. Give them an overview of your products and services.

5. Explain how your product or service will benefit them.

6. Tell them what other companies you have worked with.

7. Show them the awards and accolades your company product has received.

8. Give them a brochure that outlines your key products or services.



Unfortunately, most sales people fail to effectively open the sales conversation with a new prospect. Most of the sales calls and meetings I have been subjected to over the years have started with one or more of the above. However, the moment your prospect senses that you are trying to sell them something that they don't need or want they will tune you out and look for a way to disengage or disconnect from the call. They don't care about you. They don't want to know about your company. They don't want to listen to you talk about your products or service. They want a solution to a problem. They want to know how you can help them improve their business. Here is how you do that.



Focus your attention on the prospect!



It may sound simple but most sales people don't get it. They still believe that selling means talking at great length about their company, their product or their service. However, truly effective salesmanship is all about asking the prospect the right questions and demonstrating that you can help them solve a particular problem or issue. That means you need to direct ALL of your attention on their situation and resist the opportunity to talk about your company or your offering.



If you are making cold calls you can accomplish this by modifying your opening statement or voice mail message. State a specific problem they are likely facing (based on your experience or research). For example,



"Mr. Big, if you're like other companies in ABC industry, I suspect that you (fill in the blank with the problem). If this is the case, call me at 800-555-1212 and I might be able to suggest a solution. By the way, it's Kelley calling and my number is 800-555-1212."



This also applies to face-to-face meetings as well. When you meet with a new prospect for the first time, the last thing you want to do is to start blathering away about your product or service. Instead, open the conversation by asking, "Mrs. Prospect, many of our clients are currently experiencing (insert the problem here). How does that compare to your company's situation?" This demonstrates that you are knowledgeable of their business and/or the industry and it gives your prospect the opportunity to tell you about their chief concerns.



Over the last fourteen years I have learned that most people will tell you anything you want to know providing you give them a reason to do so. Launching into a product demo does not achieve this but showing interest in their business does. The key is to develop and ask high-quality questions.



Several years ago I worked with a company who regularly participated in industry trade shows. I observed them at one show and noticed that their sales reps simply talked about the products that people showed interest in. Not surprisingly, their closing ratio was low because in most cases they gave information that was not relevant to that prospect's situation and that they talked to people who had little or no motivation to buy. After some training, they began asking people a few high-quality questions to determine the people who had problems, challenges, and were seriously interested in their products. They were instructed to let "tire-kickers" look around and focus their time on people who had pressing concerns. At the end of the show their sales were slightly higher but they also had a list of highly- qualified people to follow up with and many of these individuals ended up buying from my client.



Here's the bottom line. The more time you spend talking about your product, the less inclined a prospect will want to continue that conversation. The more you focus your attention on their situation, their problems and demonstrating how you can help them improve their business, the more you differentiate yourself from the competition.



You only have few moments to connect with a prospect so keep it brief. Keep it focused. Keep it about them. And you will keep their attention.



© 2009 Kelley Robertson, All rights reserved.



Kelley Robertson, author of The Secrets of Power Selling helps sales professionals reach their targets and quotas in any economy. Receive a FREE copy of 100 Ways to Increase Your Sales by subscribing to his free newsletter at www.Fearless- Selling.ca. Kelley conducts workshops and speaks regularly at sales meetings and conferences. For information on his programs contact him at 905- 633-7750 or Kelley@Fearless-Selling.ca.

Consummate Sales Person by Jim Meisenheimer

Most salespeople, if given a choice, would not want
to sell life insurance. The usual jokes, the reputation
of the industry, and the fact that it’s been around so
long, would not encourage salespeople to think they
could really make it big in that business.

Plus it's an awful lot of hard work riddled with
daily rejection.

You couldn’t tell that to Ben Feldman though. Ben
was eighty-one when he died November 7, 1993. He
started selling life insurance just before World
War II. The rest as they say is history. He almost
single-handedly changed the insurance industry.

And he was just a sales person - but what an incredible
and extraordinary sales person he was.

It's been said that he didn't look like a salesman,
didn’t sound like a salesman, and didn’t act like a
salesman.

Ben was different in every imaginable way. You should
be too!

If you want to succeed in sales you have to be different,
keep reading.

Here’s some background on Ben Feldman. He was born to
Russian, Jewish immigrants that settled in eastern Ohio.
At his father’s insistence he dropped out of school to
sell eggs for $10 a week. He met Fritzie Zaremburg, a
teacher, who later became his wife.

After selling insurance to all his friends and relatives,
he then targeted businesses in eastern Ohio and western
Pennsylvania. Without going beyond a sixty mile radius,
he often sold more insurance in a day than most agents
would sell in a year.

In the 1970’s it was reported that he personally sold
more insurance than 1,500 of the largest 1,800 life
insurance companies.

Imagine that he single-handedly outsold 1,500 entire
companies.

During his lifetime, he sold insurance policies with a
face value over $1.5 billion. One-third of it was sold
after he turned sixty-five.

According to many, Ben wasn’t ordinary - he was
exceptional. Harry Hohn, Chairman of New York Life at
the time said, "Ben really felt everyone in the world
was underinsured."

He believed passionately in his product and how it
could help and benefit his customers.

You see, he was genuinely excited about his products
which in turn got his sales prospects and customers
fired-up about his products too.

Ben knew how to really WOW his customers. His words
were his craft. According to Rick Hampson, an AP
writer, "He’d sit up late, crafting the pithy sayings
that he called power phrases and rehearse them with a
tape recorder."

He knew perfection came from practice, not improvisation.

And boy did he ever practice.

He achieved one goal after another. In 1975 he was
the first salesperson to sell $2 million in a single
week.

He was extremely focused on his goals.

"He sold life insurance by talking about life, not
death. People didn’t die, they walked out, as in,
when you walk out, the money walks in - the insurance
money," according to Rick Hampson. Taped inside the
front cover of his presentation binder were a $1,000
bill and several pennies. He would tell his customers, "For these," pointing to the pennies, "you can get
this" - the bill.

He was creative, very creative!

In 1992, New York Life created an insurance selling
contest they called "Feldman’s February." The program
was to commemorate his fifty years of selling life
insurance. The national contest was of course in
honor of Ben’s history with the company.

Obviously no one told that to Ben. He viewed it as a
challenge and won the contest himself. He was eighty
years old and in a hospital recovering from a cerebral
hemorrhage during the month of February.

That February, he sold $15,150,000 worth of insurance
from his hospital bed.

Ben had an incredible selling attitude.

He never gave up.

He never, never, never, never gave up.

Listen to some of Ben’s phrases and how his words worked
magic. Imagine hearing them as you consider making a
decision to buy insurance.

"No one ever died with too much money."

"Do you know anyone who has a lease on life? It isn’t
a question of if; it’s a question of when."

"Put me on your payroll. The day you walk out, I’ll
walk in and pay your bills."

"The key to a sale is an interview, and the key to an
interview is a disturbing question."

"Most people buy not because they believe, but because
the sales person believes."

A little side-bar here: Unfortunately most of today's
salespeople have this twisted belief that the customer
gets excited first. Well - that's not how it works.

Never has and never will.

For Ben, success wasn't fleeting, it was consistent.

He loved his product. He loved his customers. He loved
his company. He loved his work.

Here’s something for you to think about. If Ben Feldman
sold for your company, how would he do it?

How well would he do it?

Ben’s gone now. His legacy, however, should serve as
an inspiration to all that call sales a profession.

Ben Feldman gave new meaning to an old profession.

Ben was the consummate sales person because he blended
hard work with a passion for his work and his products.

Nothing hard about that - right?

About
The Author:

Jim is a
Sales Strategist and is the creator of No-Brainer Selling Skills.
He shows salespeople and entrepreneurs how to increase sales,
earn more money, have more fun, and how to do it all in less
time. His focus is on practical ideas that get immediate results.
He offers Advanced Sales Management Workshops, Sales Coaching,
Consulting, In-house Sales Training Programs, and a wide variety
of Learning Tools i.e. books, special reports, sales manuals,
and CDs.Jim Meisenheimer
is a member of The National Speakers Association, where he earned
the C.S.P. designation, Certified Speaking Professional. He
has authored five books including, "The 12 Best Questions
To Ask Customers," and the recently published “57
Ways To Take Control Of Your Time And Your Life”.

Websites: http://www.startsellingmore.com/

http://www.meisenheimer.com/

How To Find Out What's Stopping Your Prospect From Buying by Mike Brooks

First, I'd like to thank you all for your Ezine topic requests.  I'll do my best to answer them, and generally I look for multiple requests on the same subject.  And there are a lot of them because let's face it – we’re all struggling with the same objections though in different forms.

For example, one problem I keep hearing about his how to get a prospect/customer to tell you what's really going on.  Many of you wrote that after multiple calls, messages, etc, when you do get them on the phone all you get are vague answers.  If this has ever happened to you, then here's how to deal with it.

The first thing you need to do is realize that if your prospect isn't calling you back, or if when you do reach them all you get are vague answers or more put offs, then you probably already have your answer.

They aren't a deal.  It’s time to move on!

The problem with 80% of sales reps is that they will chase and chase unqualified leads because it seems easier than cold calling and looking for real buyers.  “At least they took the information, or have a need,"
they say.

Yeah, but are they buying?  Usually not.  And all that energy and time you waste chasing them makes you a weaker closer.

The solution?  Ask the tough questions!  In other words, when you do get them on the phone, ask them point-blank where they stand and if you're still in the running.  Try this:

“_________ let me ask you a question and please be honest.  We've talked about this now for X amount of time (or -- You've had this information for X amount of time), and I don’t want to keep bothering you if this isn't a fit for you.  But I do need to know if this looks like a solution you actually think you're going to act on, or if you got something else in mind? “

Now shut up and listen.  Because you have given them an out, they will usually tell you the truth.  Your job now is to listen to it and learn from it.  Just because they aren’t buying doesn’t mean you can’t get stronger as a closer.

You see, whatever reason they give you for not buying -- budget, not a right fit, staying with their current supplier, their accountant won’t let them do it – whatever the reason is, you need to take this as a lesson and begin qualifying for it more thoroughly on all of your subsequent prospecting calls.

This is one of the most important ways you'll get better.  This is how the Top 20% get stronger and better by learning on each and every call.

So to sum up --

1)  If a prospect or customer is avoiding you or is being vague, then you probably already have your answer.  They aren’t doing it.  Be prepared to move on, but first:.

2)  Ask the tough questions and give them out (use the script earlier in this tip).

3)  Listen and learn from the reasons they aren't buying from you and work this into your qualifying script for all subsequent cold calls.

Bottom line -- you can only close prospects who are truly qualified, and it is your job to qualify them.

About The Author:

Save over 40% NOW on Mike’s Award Winning “The Complete Book of Phone Scripts,” which is packed with word for word scripts and techniques that you can begin using today to make more appointments and more sales.  Save over 40% right now by using this Coupon Code during checkout: SCRIPTS.

You can take advantage of this offer by clicking here:

http://www.mrinsidesales.com/scripts.htm

Mike Brooks, Mr. Inside Sales, works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance.  If you’re looking to catapult your sales, or create a sales team that actually makes their monthly revenues, then learn how by

visiting: http://www.MrInsideSales.com

A Fellow Sales Rep's Opening Statement Reviewed by Art Sobczak

Greetings!



I've reviewed quite a few opening statements over the years
from attendees at my training workshops and teleseminars.

Let me share one with you as a case study.

"This is _____with ________. The reason for my call today is we are a franchised stocking distributor of electronic components and we specialize in helping buyers such as yourself lessen the amount of time you spend procuring your electronic requirements."

My first reaction was that it wasn't bad, but it could
be improved.

I have a general rule that we usually do not want to
talk about our products/services in the first few seconds,
since that can cause quick resistance to set in.



In this case, since the rep is performing more of a
transactional sale, as opposed to a high-level
complex sale, I'll let it slide, mainly because we
are explaining the result very quickly. .

As for specifics, first I suggest taking out, "The reason for
my call today..." They are six words that eat up valuable
time and do not add to the opening.

Next, I felt that "... lessen the amount of
time you spend procuring ..." could be simplified.

Also, it could be strengthened with another benefit.

Finally, we could use a transition to get to the questions.

Here is my suggested revision.

"Hi Art. This is ____with _____. We are a franchised stocking distributor of electronic components, specializing in in helping buyers find what they need quickly and shipping them the same day. I'd like to ask you a few questions to see

if what we have might be worth taking a look at."

After receiving the suggestion, the rep e-mailed back,



"Thank you for the advice you gave me about my opening statement. I am working so I can recite it so it sounds smooth for me. I've already had success with it. Now, a recurring problem I've been facing is that once I quote the parts, the buyer says he will call me back and then doesn't follow through. Then I end up calling and getting the runaround. The problem is I don't know when to time my calls to know if I'm calling too much and I end up letting the buyer off the hook for another day. Can you give me any advice?"

Well, getting a runaround is a symptom of a problem, not
the problem itself.

Usually it's that there wasn't sufficient commitment on
the part of prospect/customer to do something as a result
of the previous call. Anytime you plan on calling back,
especially if you have given them something like a price
quote, or sending literature or a proposal, find out
what's going to happen next.

Ask questions like,

"What will happen next?"

"Where do you stand right now?"

"What needs to happen to move forward on this?"

"By when will I hear from you?"

When you get specific, things happen. If you're vague,
people will put you off forever.

About the author:

Art Sobczak, President of
Business By Phone Inc., specializes in one area only: working
with business-to-business salespeople--both inside and outside--designing
and delivering content-rich programs that participants begin
showing results from the very next time they get on the phone.
Audiences love his "down-to-earth,"entertaining style,
and low-pressure, easy-to-use, customer oriented ideas and techniques.
He works with thousands of sales reps each year helping them
get more businesses by phone. Art provides real world, how-to
ideas and techniques that help salespeople use the phone more
effectively to prospect, sell, and service, without morale-killing
"rejection." Using the phone in sales is only difficult for people who use
outdated, salesy, manipulative tactics, or for those who aren't
quite sure what to do, or aren't confident in their abilities.
Art's audiences always comment how he simplifies the telesales
process, making it easily adaptable for anyone with the right
attitude.

Contact Info

Art Sobczak

Business By Phone Inc.

13254 Stevens St.

Omaha, NE, 68137

402-895-9399

ArtS@BusinessByPhone.com

www.businessbyphone.com

7 Things You Must Do To Prepare For Your First Sales Call by Jim Meisenheimer

Whenever you have a sales call scheduled with a new
sales prospect - treat it like a golden opportunity.

Because in fact this first sales call, could be a
golden opportunity for you. What if your new sales
prospect has the potential to become your largest
customer.

What would the lifetime value of your largest customer
add up to?

Here are seven things you must do before calling on
every new sales prospect.



Thing you must do # 1:

Be sure to do your homework and that means making Google
your first stop. Do a search on the person's name, the
company name, and the name of their best selling product.
You might be surprised with the results you get.

You should also go to: http://www.google.com/alerts Google Alerts are email updates of the latest relevant
Google results (web, news, etc.) based on your choice
of the name of a person and / or the name of a company.



Thing you must do # 2:

Now this is a little thing that can have a big impact.
It can create a powerful first impression for you.

Go to an office supply store and buy a dozen red file
folders. While you're at the store buy Avery product
#8366 which are white file folder labels. Prepare a
label with the name of your new sales prospect.

Imagine your prospect's reaction to seeing his name
on this red file folder. He will immediately consider
you professional, organized, successful, and different
from most other salespeople he has experienced in the
past.

A little thing with a big impact.



Thing you must do # 3:

You must have a written sales call objective for your
first sales call. Your written objectives for this sales
call can include: to build rapport, establish credibility,
to ask 3-5 open-ended questions, to identify one common
interest you share, and to secure agreement for your
second meeting.



Your written sales call objectives will scream"Professionalism." By contrast most salespeople arrive
like a tourist just taking in the sights - pity the
poor sales prospect who must put up with this display
of mediocrity.



Thing you must do # 4:

To get the ball rolling, building rapport and
establishing credibility, I suggest you prepare and
practice 3 - 5 open-ended questions.

Nothing shows your interest more than the questions you
ask - so be sure to ask good questions.
You can start with . . . tell me about your business . . .
what are your responsibilities . . . in addition to you
who else is involved in making decisions for . . . what
are the biggest challenges you're facing growing your
business?

Once again asking these questions will demonstrate your
interest and professionalism and differentiate you from
most salespeople.



Thing you must do # 5:

If you enjoy playing the telephone tag game you can
immediately proceed to # 6. It's absolutely amazing
how many salespeople neglect to secure the meeting time
and date for the second meeting.

Once you have qualified your sales prospect as a potential
customer don't forget and never hesitate to ask for the
second meeting. Do not attempt improvisation. Prepare and
practice how you will ask for the second meeting.



Thing you must do # 6:

This next thing is especially important if you happen
to be a serious person. Before you get out of your car
check your rearview mirror to make sure you're smiling.

Trust me, when you're caught in traffic, running a little
late, just ended a telephone call with a disgruntled
customer - please don't think you have a happy face on.

Check your mirror to check your smile.



Thing you must do # 7:

Try this affirmation on for size "This will be my best
sales call ever to a new sales prospect."
Right after you check to make sure you're smiling saying
this affirmation fills your mind with positive thoughts
and words squeezing out any potential negativity.



You may not realize this but you are in complete control
of your thoughts. And of course you know how you think
is everything!

There's a huge difference between self-doubt and
self-confidence and both are controlled by your thoughts.



This affirmation creates the perfect mindset for a very
successful sales call.

Just try it once and see how much better you feel.

Now you know the 7 things you must do to prepare for
your first sales call. Believe it or not you now have
a 7-point system for making sales calls on new prospects.

Use this system to make every sales call better than
the last one.



Let's go sell something . . .

About
The Author:

Jim is a
Sales Strategist and is the creator of No-Brainer Selling Skills.
He shows salespeople and entrepreneurs how to increase sales,
earn more money, have more fun, and how to do it all in less
time. His focus is on practical ideas that get immediate results.
He offers Advanced Sales Management Workshops, Sales Coaching,
Consulting, In-house Sales Training Programs, and a wide variety
of Learning Tools i.e. books, special reports, sales manuals,
and CDs.Jim Meisenheimer
is a member of The National Speakers Association, where he earned
the C.S.P. designation, Certified Speaking Professional. He
has authored five books including, "The 12 Best Questions
To Ask Customers," and the recently published “57
Ways To Take Control Of Your Time And Your Life”.

Websites: http://www.startsellingmore.com/

http://www.meisenheimer.com/