How to Avoid the Dull Sales Axe by Brian Jeffrey, CSP

I've been in sales for over 40 years now and, near as I can figure, salespeople only sell about five percent of the time! Oh, they're all busy doing things, but selling isn't one of them. They visit prospects, deliver literature, chat about the weather and sports, and talk about their weekend. When they can't visit prospects, they send emails, network, surf the Internet, whatever.

It's not that they're lazy, or that they don't want to do their job. Sometimes they simply lose their prime focus (selling) and find a thousand other things to occupy their day.

How about your salespeople?

Drifting in the Breeze

Some salespeople are like leaves in a light breeze. When they depart the office in the morning, they flutter off to wherever the first wind takes them.

Others have a great sense of direction and purpose. They know exactly where they're going and what they'll do when they get there. The only problem is that it often has little to do with their primary function - selling.

Before I continue, let's pause here for a brief definition of selling:

Activities that cause the prospect to react favorably and profitably to your firm — a reaction that would not have occurred without your salesperson's involvement.

Note the words favorably and profitably and without your salesperson's involvement.

Sure the prospect might be favorably impressed because the salesperson personally dropped off some information, but was it profitable to the firm? A courier or the postal service could do the same thing. Did the salesperson's involvement really make a difference or was he nothing more than a talking catalogue?

Salespeople don't deliberately set out to waste time. If asked, they will have a reason or rationalization for doing something that might be considered non-productive. Often salespeople don't make the best use of their time because they haven't honestly assessed what they're doing and haven't made the necessary changes for improvement.

That's where a good sales manager/coach is critical. Not the kind that dumps on his team whenever business is slow, but the kind that will support his team's personal sales goals and helps them find ways to reach them - a sales manager that will help his people work smarter rather than just harder.

Dull Axes

I'm reminded of the tale of the woodsman who stopped from time to time to sharpen his axe. He was far more productive than the other woodsman who continued to chop away at the trees long after his axe became dull and ineffective.

Are your salespeople's axes getting dull?

Let's face it, they probably all like to think that they're doing their job exceedingly well and that they're worth every penny you pay them. The truth is that often they could be doing their job even better.

So what can you do about it?

How to Sharpen the Axe

The very least you can do is set some measurable targets for your people so they can track their achievements. If you can't easily set sales targets, then set activity targets. This means measuring the activities that will lead to higher sales.

For example, if I set a monthly sales target of $100,000, I may or may not be able to reach it. But I can do the activities that will cause it to happen.

If my average sale is $10,000, I know that I need 10 sales to make the target. If my closing ratio in 50%, I know I need to find 20 good prospects each month. If it takes me 5 calls to find one good prospect, I know that I have to make at least 100 calls to get my 20 good prospects. So I set my activity target at 5 calls per working day.

Is this guaranteed to work? No - but at least it gets me started in the right direction. Hey, even something as simple as a post-it note on the bathroom mirror to remind you of your daily commitment can make a difference.

This is where personal integrity and the sales profession meet. Salespeople can continue to kid themselves into thinking they're doing their best, or they can take a step back and realize that they can do even better. It's your job as sales manager to help them take that step back.

Unfortunately you may find that some of your people ARE doing their best and it's just that their best isn't good enough. That's when you may need an axe of a different type!

The Bottom Line

Help your salespeople sharpen their sales axe. Encourage them to be as good as they can be. Help them refocus their energies on what will make them and your organization profitable.

Help them make a difference to your company, to the sales profession and, most of all, to themselves. The company will grow, you'll feel good, and they'll thank you for it.

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About the Author

Brian Jeffrey is President of Salesforce Assessments Ltd. His company works with sales managers who want to make the right hiring decisions and build a strong sales team using his sales assessment test. For more articles like this and your free copy of "The 8 Biggest Hiring Mistakes Sales Managers Make" go to => www.SalesforceAssessments.com

The Top 10 Ways to Stay In Touch With Clients and Avoid Being a Pest by Jim Domanski

Do you ever get that vague and uneasy feeling that you're being an annoying pest by calling your clients too often?

There is no question that in these tough economic times it's important to stay front and center but incessant telephone calling is not the answer.  It is important to balance the nature of your contacts by doing two things. 

First, mix your media. Use e-mail, direct mail, fax and dimensional mailers to get through the clutter that bombards your client's desk. Use them to create a sense of value and worth with each and every day.

Second, mix your messages. Don't always call or send business related materials.  While special offers, sales and other company literature can create value at a business level make sure you don't forget the personal side of the equation.  Remember that people buy from people they know, like and trust.  Work on these components too. In effect, you want your client to welcome the contact, not avoid it.

Here are the top 10 ways you can do just that:

1. Send a Thank You Note

Every now and then take the time to send a thank you card to your clients and let them know you don't take their business for granted. Give it character by using generic cards that are more personal rather than a thank you card plastered with your company logo. Hand write your message AND hand write the envelop. Use a real stamp. Your effort won't go unnoticed!

2. E-mail a Newsletter or Link

You can unobtrusively 'touch' your clients with your company newsletter but make certain that the newsletter has more than just company propaganda and special offers. The idea is to create value that goes beyond a transactional relationship. If you don't have a newsletter, scan the web and look for sites or links that might be of interest to the client either on a business or personal level.  (For example, if the client loves to cook, maybe you send a link to a cooking site).

3. Send/E-mail/Fax a VAA (value added article)

Scan industry magazines and tear out articles that might be pertinent to the client. Attach a Post-it Note that says something like, "Kev, I thought of you when I saw the article on distribution management. Enjoy!" Your client will be impressed that you took the time and effort. Or, if you know the client well, scan magazines that might be relevant to a hobby or passion. Show him that you listened, remembered and took the time to do something extra.

4. Fax a Contest

Laura Tribble is a tele-sales rep who faxes her clients Trivial Pursuit-like contests typically related to the holidays. For example, near the Fourth of July she faxes 20 or so questions focused on Independence Day.  Laura offers a little prize (like a couple of bags of chocolates or candies) to the top five winners. Doing business with Laura is fun and customers look forward to her next contest. The proof? She often gets a 40-50% response rate. Who do you think is remembered when it is time to order? 

5. Arrange for an Office Treat

For your top clients, arrange a Pizza Lunch or something similar. Call your client, tell them you'd like to 'buy them lunch' (even though you might be a thousand miles away) to say thanks for their business. Arrange a date and time, determine their favorite pizza place, call in the order with your credit card.  Follow up shortly after the event and listen to them sing your praises. Or have a "Lunch and Learn" Session. Arrange for the pizza and then call in and use a speaker phone to provide tips and 'how to' information on your products or services.

6. Send a Dimensional Mailer

Some clients deserve a little something extra and memorable. Send them a book, or seasoning salt, or anything that has height, weight, scope and dimension. It might be related to work or to the season or specifically to the client. Don't be extravagant. The point is to have clients open up a package like it was their birthday. They will be wowed by your thoughtfulness,  Yes, it can get a little pricey but your top clients WILL remember the gesture and the equity in you as a vendor will soar. (P.S., Resist the urge to send promotional products with your company logo. They're 'okay' but they don't leave much of an impression. Send something different that reflects you or your client).

7. Send a Postcard or a Greeting Card by Mail

Every now and then send a greeting card to your client. It might be holiday or sports related, or maybe an inspirational quote.  Cards are different because create curiosity: 'Hey, who sent ME a card?' They get opened and remembered. They even pin them up at their desks.  Check out www.followupdog.com (it's part of the Send Out Cards company) to learn how you can quickly, efficiently and cost effectively develop a powerful card campaign.

8. Make a Non-Sales Phone Call

Every now and then call your client and talk about anything but business. If you have something in common - e.g., the two of you are Florida Gator Fans or you both watch "Dancing with the Stars"- use it as a pre-text to call. Again, do NOT discuss business. Keep the call short. Have some fun or lament about a bad call, and then leave it at that. The idea is to show the client t that he relationship is more than the sum of their transactions. (P.S., Leave a fun voice mail message relating your common interest if you can't reach the client. E-mails work too.)

9. E-mail a Greeting Card

You can also e-mail a greeting card that has 'look' and the feel of a handwritten card. One company, www.youvegotcontacts.com, makes the whole effort fast and easy by providing a huge on-line selection of cards that you can customize and send out as quickly as you can click. Check them out and try their free offer.

10.  Use a Combination of 4

It is important that you use at least four of these techniques in combination and never get dependent on a single tactic. Using four or more of these contacts ensures that your effort gets through all the "crap" that is vying for your client's attention. In addition, stick with the program. One or two touches are simply not enough. Staying in touch, building value and creating a relationship is a journey, not a destination. For your top clients, never let more than 3-4 weeks go by without some sort of friendly touch over and above your regular business calls.  Your "B" clients should be touched about every 6-8 weeks over above business calls.

Summary

Staying in touch without being a pest requires time and effort but the rewards are considerable.  Your efforts will typically translate into more loyal customers and bigger sales. Take the time and effort to add this strategy to your regular calls.

About The Author:

Teleconcepts Consulting works with companies and individuals who struggle to use the telephone more effectively to sell and market their products and services. For more information on consulting services and training programs, articles, and other resources visit  www.teleconceptsconsulting.com   or call 613 591 1998.

Avoiding Sales Call Accidents by Brian Jeffrey, CSP

A sales call shouldn't be something that happens by accident; it should be a planned event. When sales calls aren't planned, they often result in wasted time and effort, resulting in a no sale. No matter how hard you try, you can't make a sale on every call but, as a minimum, you should be either starting a sale, moving a sale along, or trying to close one.

I'm talking about sales calls here, not social calls where you drop in to chat with someone you like and who likes you. Those are called comfort calls, not sales calls. They're usually unproductive but comforting.

Setting Sales Call Goals

Before you pick up the telephone to make a sales call or approach a prospect, you should be setting a sales call goal. Each call should have a specific purpose, desired outcome, or intended result. Before making a sales call, ask yourself, "What do I want to accomplish or have happen as a result of this call?" If you can't come up with a good answer, perhaps you shouldn't be wasting your time or your prospect's time.

Beware of unrealistic call goals. There's little chance of "getting an order" or "making a sale" on an initial cold call. The best you can probably hope for is to get the name of the person you should be talking with. Just getting a future appointment with that individual would be considered a very successful conclusion to a cold call.

A sales call goal should answer one of these questions: "What do I want to happen as result of this call?" or "What do I want the prospect to do as a result of this call?"

Typical sales call goals might be:

• get the name of key contact(s)


• qualify an opportunity


• make a presentation


• get an order for…


• get a decision regarding…


• determine a close date


• negotiate a sales contract


• close an opportunity


• get a purchase order

Next-Call Goals

On multi-call sales, finish the call by setting mutual goals or expectations for the next call. In essence, you're setting an agenda for the next call. Whenever possible, you want to get a commitment on the part of the prospect to do something, and you want to leave the call knowing exactly what you need to do for the next meeting.

Ending a call with, "I'll send out the literature for you to review. If you have any questions, just give me a call. If I don't hear back from you, I'll give you a call." is all right but it could be better. You've left the prospect with no clear commitment for a next step. Ending a call with the following would be even better:

"Let me send you the literature so you can review it and make notes of any additional information you want. I'll give you a call next Tuesday to answer your questions and see what the next steps are. Will that be okay?"

This approach attempts to get the prospect to commit to read the literature as well as accept a call from the salesperson.

Sometimes simply asking the prospect what he wants to have happen next is enough to set next-call expectations. Here are a few examples:

• Where do we go from here?


• What's the next step?


• How do you want to proceed?


• What do you want me to do next?

Whenever possible, put a timeline on these action items:

• When should we get together again?


• Can we set a time for our next meeting?


• When do you want me to get back to you on this?

The advantage of setting next-call goals or expectations is that it makes the next call much easier to start and gives you an opportunity to service the prospect in a personal value-added manner.

Commercial Visitor or Valued Resource

How do your prospects and customers perceive you? Are you someone to pass some time with (a visitor), or do they welcome you because you bring something of value (a resource)?

Most people are simply too busy these days to just spend time chatting with you whenever you happen to drop by or call them on the telephone. If you have something of value for your customer when you call, you become a valued resource instead of just another commercial visitor.

I call this concept never selling empty handed (or empty headed!). Always try to bring something along with you on the sales call that you feel might be of value or interest to the customer.

Typical value-added items might be:

• reprints (technical article, industry news, etc)


• trade journal articles


• industry-specific, general information


• new product information with items highlighted for the particular customer


• something, anything, that would be of value to the customer

The idea is to make your prospect feel special. If you know your prospect is interested in a particular subject, topic, or hobby, almost anything pertaining to these areas will receive favourable attention and make you a welcomed resource. In other words, do what you can to ensure that customers look forward to your visits and calls.

Calls to Avoid

Avoid these calls at all costs. They're guaranteed to annoy your prospect and make you sound like a self-serving salesperson.

The Post-Office-Check-Up Call:

" Hi, I'm just calling to see if you got the literature I sent."

The What's-Happening Call:

"I'm just calling to see what's happening with the proposal we sent you."

The Pick-Up-An-Order Call:

"I'm just calling to see if you have anything for me this month."

The General-State-of-the-Union Call:

"I'm just calling to see how things are going."

The I-Don't-Know-What-to-do-With-My-Time-so-I-Thought-I'd-Bother-You Call:

"Hi. I'm just calling to see how things are going and…" (a telephone call) -or- "Hi. I just happened to be in area so I thought I'd drop in and…" (a drop-in visit)

Doesn't this last approach make the prospect feel real special? You just happened to be in the area? Even if this is true, don't insult a prospect by saying it.

Prevent Accidents

These simple rules can substantially improve your call effectiveness so start planning your calls today and prevent sales call accidents.

-0-

About the Author

Brian Jeffrey is President of Salesforce Assessments Ltd. His company works with sales managers who want to make the right hiring decisions and build a strong sales team using his sales assessment test. For more articles like this and your free copy of "The 8 Biggest Hiring Mistakes Sales Managers Make" go to => www.SalesforceAssessments.com

A Simple Way To Answer Objections by Art Sobczak

Greetings!



The simplest techniques can be so effective.



I heard a call where a prospect voiced an objection, but
seemed a bit shaky in his conviction regarding what he
said. The sales rep responded, "What was that again?"



The prospect then hemmed and hawwed a bit, continued
talking, and actually admitted that he probably could go
with the caller's proposal.

Brilliant. So what happened here?



If you have a strong belief about something, chances
are you're able to explain why, with conviction.



On the other hand, if someone says something that is
not completely truthful, or something they don't believe
strongly in, they will hesitate, hem and haw or exhibit
other nervous behavior when questioned. The same is true
if they don't have reasons for their beliefs.



Likewise, some prospects may not be clear in their
expression of objections, or they might throw out some
objections as stalling techniques. To clarify the
situation, ask them to repeat, or explain their statement.



For example,



"Mr. Davis, I'm not sure I fully understood what you
just said. Will you please repeat that for me?"

"Or, "Pat, I heard what you said, but I'm not following
the reasoning. Would you mind explaining it for me?"



"I'm not following. Could you explain?"

If their objection is truly a legitimate one, their
explanation will provide you with information which will
help you address it.



If, on the other hand, they are just stalling, your
question will help to smoke out the real objection.



Either way, you win!

Continue Having Your Best Week Ever!



Art

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

 

Strategy - Frontal Attack by Dan Adams

Q: Dan, I know you talk about the importance of strategy in sales, but that is just not emphasized in my company. We are expected to respond to customer requests and that seems to be it. We have a pretty poor response record after sending out bids and I wonder if the use of strategy might make a difference? 



Julie, Naples, Florida





A. Julie, when I was a new rep I remember approaching my manager excitedly saying, "A prospect just called out of the blue, and she wants us to give her a formal presentation tomorrow!" I jumped to fulfill the customer's request, thinking that I had to sing to the customer's tune. The fact that you are mechanically responding to bid requests is not good. It means you had no prior knowledge that the customer is about to buy a big product or solution. If you are covering your territory properly, this should not happen. You should know far in advance. If you're surprised by the request, then all of the following are probably true:

• You have not established trust with the customer.


• The customer did not want you involved early in this process.


• You did not help the customer put together the request for proposal.


• Your competitor probably helped your customer with the proposal request.


• The decision is soon.


• You are behind the eight-ball.


• You have no answers to any qualification questions.


• You have no strategy.


• You are probably beginning a Frontal Attack Strategy (described below--not good!).

Strategy is my favorite area of sales. This is where the magic happens and where your enthusiasm and intellect are rewarded. There are several books and programs on the topic of sales strategy, but most are either highly theoretical or extremely paperwork-intensive. Now there's an app for that! Please see our brand new free app on sales strategy: Selling Power® Sales Strategizer™, at www.salesstrategizer.com where all 12 major account strategies are explained, along with tips on how to deploy them. You may also wish to consider the PRO version of the app which will:

• Analyze data input to provide intelligence in the form of recommendations for the proper major account sales strategy (strategies) to employ.


• Consolidate user inputs to illustrate the chances of winning with an indicator gauge and digital readout.


• Submit "red flag" coaching feedback with action items to improve chances of winning.


• Coach and explain why inputs are critical by providing hyperlinks in each question.


• Present a simple and concise summary report to facilitate coaching & major account review.


• Provide summary report e-mail capability for sharing and printing.


• Create a database to store account Strategizer results for subsequent updates and modifications.

Reviewing the app, you will appreciate that choosing the right strategy at the right time requires an understanding of the complexity of the decision process, both from the customer's perspective and that of your company. Complex decisions require a superstar's strategic expertise, because these decisions are not static, but ever-changing; a superstar adjusts her sales approach accordingly. A strategy is selected based on how well it positions you to win the deal and crush your competition.



Julie, I am afraid you are trapped in the Frontal Attack Strategy. This strategy is defined as blindly facing off against your competitors exactly the way the customer tells you to, by agreeing to all of the customer's decision criteria and to her buying process. Most reps use this strategy in error. Picture this warfare scenario: Two rows of armed soldiers lined up on a battlefield across from one another and then marching mindlessly toward each other, with both sides suffering major casualties. Getting on that battlefield makes sense only if your side is armed with machine guns and the other side has squirt guns.

 

Let's imagine your customer saying, "I want a presentation," or "I need a quote tomorrow," or "I'm going to base my decision on the following criteria: initial cost, image quality, and the number of service engineers within a twenty-mile radius, ranked in that order." What do you do next? Nod and agree? If you agree to the customer's parameters, you are by default agreeing to a Frontal Attack, which is what 98% of all sales reps may do in that situation. After all, traditional sales methods say that customers are always right, and you should give them what they ask for.

If and only if your customer believes that your solution is ten times better than the competition at meeting their buying criteria then knock your socks off and take a Frontal Attack. Accede to every customer request, don't rock the boat, and do whatever the customer asks of you. Remember, though - this is rare.



If your client does not believe that your solution is ten times better than competitive offerings do not use a Frontal Attack Strategy.  You must consider which of the other 11 major account strategies described in the Selling Power Sales Strategizer will give you a better chance at winning. 



Finally, it's good to remember Sun Tsu's famous quote:  "Those Skilled In War Subdue the Enemy's Army without Battle.  They Conquer By Strategy"



Good Luck, and Close 'Em!

Daniel Adams, author of Building Trust, Growing
Sales, and creator of Trust Triangle Selling™
helps corporations improve their profits by optimizing the performance
of their sales teams. He is a frequent and popular speaker at
national sales meetings, workshops and association events. You
can visit his web site and read his other articles at www.trusttriangleselling.com.

Favorable First Impressions by Tim Connor, CSP

               Words of wisdom for this week.   

"It’s not what we don’t know that hurts; it’s what we know that ain’t so.” Will Rogers

 

There is an old saying – ‘you never get a second chance to make a first impression’.  I don’t really know whether it is true or not.  Many old clichés have a way of hanging around for years and people seldom question them.  Point is, first impressions do matter especially in business.

In your personal life if you make a poor first impression on a new friend or member of the opposite sex it probably won’t cost you your job or suddenly put you in the ranks of the unemployed.  However, a consistent poor first impression in business can create a stigma that can be hard to shake.

Why are first impressions so important?  When we first meet someone we judge them (right or wrong) on a number of factors:

- their physical appearance

- how they are dressed

- their posture

- their confidence

- their ability to communicate (speak articulately and listen actively)

- their social graces

- are they friendly

- their smile

- the non-verbal gestures they send (positive, negative, congruent)

- their eye contact

- what they resonate

People then filter all of the above items through their own unique perceptual mental filter and come to some conclusions: (these are not right or wrong, accurate or inaccurate just the way the other person interprets what they see or hear.)

1. I like this person

2. I don’t like this person.

3. I respect this person

4. I don’t respect this person

5. I trust this person

6. I don’t trust this person

7. I accept this person at face value.

8. I sense some underlying hidden agendas.

What are some of the contributors to a positive or favorable first impression?

- a genuine smile

- a firm handshake

- confident, open body language

- good erect posture

- eye contact, but not staring

- the ability and willingness to listen

- good verbal skills and vocabulary

- appropriate dress for the occasion

- good personal hygiene

- asking the other person questions about them (showing an interest)

- keeping your ego (the need to look good, manipulate or control) in check

What are some common first impression mistakes people make?

1. They talk too much.

2. They act disinterested in the other person.

3. They appear to be nervous in new social/business settings.

4. They have slumping posture.

5. They lack adequate eye contact.

6. They don’t listen.

7. They have a ‘fish-like, limp, un-inspiring handshake.

What type of first impressions do you make on new prospects?

About The Author:

Copyright: 9/2009 Tim Connor, CSP - Connor Resource Group

Tim Connor, CSP World renowned Speaker, Trainer and best selling author of 75 titles, Box 397,  Davidson, N.C. 28036 USA,  704-895-1230 (voice) - 704-895-1231 (fax) - tim@timconnor.com (email) - www.timconnor.com (Website)