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How to Drive More Actions, Behaviors, and Results!

Every day, as a sales professional, each of us enters a competitive marketplace to face a variety of challenges to our success.  These challenges come in many forms and the thoughts that go through our mind before we enter the marketplace DEFINE our actions and behaviors.  Too often, salespeople enter the day’s activities in much the same way that many people enter the workforce; they just show up!  The actions in which they involve themselves each day are not a direct result of conscious thought, but rather repetitious activity.  They mindlessly go through the motions of making calls, leaving messages, visiting accounts, taking orders, and filling out reports.  When the dust all settles from the day, the results are very similar to yesterday, the day before, and the day before that.  As Earl Nightingale stated in his award-winning audio The Strangest Secret, “the enemy to success is conformity.”  In other words, we simply conform to the natural tendency to simply show up and do our jobs.  The first thing it takes to get out of this RUT is to think!!

In a 4-hour leadership session that I delivered recently, one of the attendees asked me a question: “What is it, Gerry that you believe that you sell?”  After pondering the question for a moment (thought) I answered that when I am speaking from the stage, I am really selling new ways of looking at things or new ways of thought!  Before anyone can or will take different ACTION towards something, they must first think about it in a different way.  Otherwise, there would be no motivation for the change in behavior or action!  Think about it for a moment.  Every bit of information that enters your head comes with it the seeds of new thought and possibly newly directed behavior or action.  When you read something that is new to you, you think about that topic differently.  When you view a documentary that provides a considerable amount of new information or data about a topic that interests you, your mind goes into a thought process that could potentially make you take action that you previously had not.  (At the time of this publication, ex-Vice President of the US, Al Gore has just received the Nobel Peace Prize for his documentary on global warming, “An Inconvenient Truth” which has led millions of people to think about their actions and thus behave differently based upon new thought!)

So, as a sales professional, what is it that you think about each day?  Pre-call preparation is an area that an overwhelming amount of salespeople could improve in.  Do you want to know the easiest place to get started preparing better for every sales call?  It’s in your thoughts.  Those of you that have spent any time in my training know that ONE QUESTION can begin this process.  That question?  “What is the PURPOSE of this call?” By simply starting with that question, it will force you to think about what it is that you wish to accomplish on the sales call that you are about to make.  Stephen Covey says that we need to “begin with the end in mind.”

Now, you need to go beyond the typical answer of the sales force: “We want to sell this guy something.”  That is the reward for achieving the result that you seek.  THINK!  THINK!  What is it that you need to accomplish?  What is it that you need to get the customer thinking about?  What is it that needs to occur for the circumstances (no decision to buy) to change in your favor (a decision to buy.)  Below, I have listed a few thoughts that you may want to take into consideration before making your next round of sales calls.  Turn off the TV (TIVO your favorites) for one week and spend your time with your thoughts.  Instead of simply showing up for next week’s sales calls and “spraying and praying,” try giving some thought to the ideas below in advance so that when you open your mouth, every sound brings you closer to your desired outcome.  Remember:  Talking too much usually follows thinking too little. 

Some thoughts to drive new actions, new behaviors, and hopefully new results:

“What is the purpose of this call?”

“What might this prospect/customer be thinking about me/my product today?”

“What are my prospect/customer’s highest value needs or most wanted outcomes?”

“What previous experience has this prospect/customer had with us in the past?”

“Where/who do they buy from now?”

“What is the benefit of ownership my product that they desire most?”

“How much time does this person have to meet with me?”

“Who else is courting this prospect/customer today?”

“How long has it been since my last visit and what have I done since to add-value?”

“What did we talk about last visit and did I take appropriate action on it?”

“What can I bring to the table that the prospect/customer will value?”

“How can I position myself as a resource versus a vendor?”

“How can I communicate my expertise without bragging?”

“How can I get the customer to want to know more about my product/service?”

“How can I create a need where there may not be a perception of one?”

“What do I need to get this prospect/customer talking about?”

“What do I need to know that they haven’t shared with the competition?”

“How can I avoid talking about price until I establish value?”

“How can I position myself as an EXPERT?”

“What stories can I share to communicate value?”

“What names can I drop to add credibility?”

“What does the customer value ahead of price?”

“How does the competition approach the customer and how can I differ?”

“How can I OPEN the conversation in a more impactful way?”

“How am I prepared to address the most common of prospect/customer concerns?”

“What will I say if they DRAG me to price early?”

“What 10 questions do I seek answers to and how do I best ask those questions?”

“How can I ask for the business once I have earned the right to do so?”

“Have I practiced the time condensed visit just in case we run out of time?”

“What information do I need to get from the customer to build a better case of value?”

“What OPTIONS have I prepared for the customer by which to say yes?”

“Have I made it easy to do business with me?”

“Am I thinking from my point of view or the prospect/customer’s point of view?”

Can you imagine having the answers to at least half of these questions before you made each of your sales calls next week?  Can you imagine the change in the level of confidence that you would bring to the market?  Can you imagine the change in your level of credibility?  Better yet, can you imagine the stronger you will be and the better experience that your prospect/customer will have because of it?  All this takes initially is thought!  Turn off the TV and turn on your brain!  Start developing a HABIT of running scenarios and thoughts through your head before showing up?  Start THINKING like a customer and you will start increasing your effectiveness in the conversations with them.  Dialogues will start becoming more meaningful and less about price.  They will begin asking advice of you because they will start becoming more aware of the fact that they are in the presence of a professional.

Always remember that a man is not rewarded for having brains, he is rewarded for USING them.   Understand and remember that thoughts lead to action!  Thinks better, act better, produce better, and earn better!

Or………you could make more cold calls!

Get Fit to SELL!

Today’s selling marketplace is not the same as it was 10 years ago.  There are more demands on our time.  There are more demands on us.  Customer’s expectations have increased along with their price sensitivity.  We are connected 24/7 via email, voicemail, cell phones, and IM.  We have to move faster, more efficiently, and more often to meet the needs of those with whom we wish to do business.  Our managers expect us to stop what we are doing and jump on a plane, make a sales call, fix a problem, take a client to a ballgame, have a late-night dinner, and do a variety of things to make sure that we don’t lose an opportunity or a client.

What is the answer as to how to compete—how to keep up?  Well, I have chosen to address part of the answer in this article.  GET FIT for the challenges that you face daily.  Oxygen has become an amazing additive to my daily/weekly diet through exercise.  Now, before you sign off in disgust at another exercise convert, I challenge you to read on….but only if you are interested in an EASY way to gain some additional edge over your competition.

Oh….do I have your attention?

The brain apparently is an organ that gives back in accordance to what it is given.  I have, for years touted the importance of feeding the brain by reading, listening to tapes and CDs in the areas in which you wish to improve, attending workshops & seminars, and reading industry magazines (yours and your customer’s).  It has long been my opinion that the more you feed your brain in the areas of expertise you need, the better your “shot” at becoming what you seek.  Although that has not changed, I now firmly believe in the feeding of something else to the brain—OXYGEN!

By setting up and following a simple regimen of exercise, you may very well increase your sales ability dramatically.  Let me see if I can give you a real-world example:

As a speaker, it is absolutely imperative that I am ON when I am on the speaking platform.  There is no excuse for a lackluster performance.  A client has engaged me to deliver a well-prepared message-to deliver content-and to do so in a way that will spark changes in behavior and thus, changes in results.  I need to be on my game.  I need to be well prepared and set to handle whatever may be thrown my way by the audience.  (Almost sounds like a sales call, doesn’t it?)

A while back, I was in Canada delivering two separate sessions to two different groups of CEOs regarding the development of a World Class Sales Organization.  I was to deliver two separate 4-hour sessions that would cover a variety of subjects including recruiting, interviewing, hiring, training, retraining, and retaining of sales talent.  Because of the audiences that I would be addressing, (CEOs) I had to be prepared to adjust my content to the desires of those in attendance and be prepared for group questions, challenges, and other interaction.  Although I have delivered over 500 of these sessions over the years, every group is different and something new may come up at any time—I must be on my game!

The night that I arrived, I made sure that I got into my hotel and got prepared to deliver for the next morning.  My plane arrived late and I got to the hotel about 10:00pm.  I immediately unpacked for the next morning (my 1st session was to start at 8:00am).  After falling asleep around midnight, I arose at 5:00am to get in a workout in the hotel gym.  I have to say, I was not particularly motivated when I got up, but 10 minutes into a 2-mile run, I was looking forward to the weight room.  90 minutes later, I was set for the day.

My session that morning to my first group of CEOs was fantastic.  I had a very engaged group of people that questioned and challenged me throughout.  The session was delivered with high energy and it came sooooo easy.  It seemed that I had just begun speaking when I was given the sign that the session was over.  The grades that I received were unanimously perfect.  Not only was the session an effortless BLAST for me.  Apparently, the group thought it was content rich and value packed as well.

The balance of that day went to a coaching session with a client of mine that flew in from Winnipeg followed by dinner and a couple of bottles of wine.  Needless to say, the evening was late and the next morning held no exercise activity before I was going LIVE again at 8:00am.  Although the session was very similar and the audience was equally engaged, I had to put in much greater effort to get similar results.  I had to think more and try harder.  Why?  In my opinion, my brain did not get that release of oxygen in the morning before the session.  Although the end result was pretty much the same (great reviews), the effort I had to put in to get there was almost twice as much!

Have you ever noticed some sales seem to be effortless works of art where you gain an immediate connection with the prospect?  The questions that you asked seem to move the prospect towards your offer.  The answers that the customer seeks are right on the tip of your tongue and they come out so smooth.  The rapport and trust that you built was done so with very little effort and you walk away with a sale that you didn’t even have to ask for.  I’m here to tell you that the majority of your sales can go like that if you get in shape for selling.

Here’s all you have to do:

First, you gotta want it.  If you don’t do it for your health, do it for the additional commissions!

Second, you need to design a plan.  Use the 3 C’s:  Clarity-Commitment-Consistency

(Be CLEAR on what it is that you will do each day—Stay COMMITTED to your plan—and stay CONSISTENT with your efforts to feed your brain every day.)

Third, Take immediate ACTION to get started.

Whether you choose to walk, run, swim, or hit the gym and stretch or push some iron around, I challenge you to take that first step to your health and selling success by setting in ACTION a plan to “Get Fit for Selling”.

The Dog Days of Summer Are Here!

Dog Days of Summer

We call them the dog days of summer.  The long, hot days of summer seem to have salespeople and customers alike under a listless spell.  The call of the shoreline, the lake, the golf course, and many other assorted vacations pull the focus away from the necessary tasks at hand. Sales tend to lag, profits tend to decrease, and the fourth quarter is looming on the all to near horizon.

As we head into August this year, let’s take a long hard look at the state of our sales departments.  Fear, uncertainty, and multiple changes have slowed down the typical buying cycles and more is demanded of the salespeople to create results.  Now, add in the dog days of summer where decision-makers have “checked out” on various vacations, and the salespeople really have a challenge on their hands.

In such a diverse set of circumstances in the industries in which we are coaching, there is one thing that remains constant this summer.  That is the need for the salespeople to stay focused on what’s going on in their respective marketplaces and to project themselves and their sales heading into the upcoming quarter.

Have your salespeople met their projected results thus far this year?  If so, how will they continue that trend into the close of the year?  If not, what magical events will occur for them to hit company goals for the close of the year?  As we head into August, we might want to go back and take inventory of our people, our processes, our systems, and our goals.

Remember, the holiday months are less than 120 days away.  During those months, many companies tend to have a similar experience with the results of their sales departments.  People are focused more on the holidays then they are on finishing the year strong.  Why fall victim to this phenomenon this year?  Now is the time to start planning your approach in the marketplace for the end of the year.  What can be done different internally?  How can you look to build a platform on which your people will strive for greater results?

Here is a blueprint plan of ACTION!!

1-Turn up the volume!  HUSTLE!

I often see the management and leadership elements of organizations “taking a hiatus” during the summer months. Now is the time to increase your focus on your team.  Get on the phones with them today!  Get in the field with them today!  Show them the HUSTLE and URGENCY that you need from them.  Re-engage with your teams and model the behavior that you seek!  If you are willing to do it (and do it more than once), then they have no excuse!

2-Follow the LEADER

Do you remember playing that game with your friends when you were young?  Play it with your company now!  In order for the game to be any fun, however, you need a leader!  Are you willing to jump in with both feet and LEAD?  Leaders communicate, recognize, empower, coach, direct, and win with their people!  Managers aren’t always leaders.  Besides….who ever played “follow the Manager?”

  • Start an “intensity” month with daily morning huddles defining the day’s strategy.
  • Measure everything and inspect what you expect!
  • Have an ALL-HANDS meeting and bring in an expert to re-align all the players.
  • Develop a 6-month IDP (Individual Development Plan) with each of your people.
  • Redefine what WINNING means and start driving that bus!

3-Design and Run a New Contest

What do you need more of?  What needs more attention and focus from your team?  What areas need re-energizing?

  • New products need to get into the marketplace?
  • Customer service standards need to dramatically increase?
  • New accounts need to be opened?
  • Need to penetrate, fortify, and grow your top 25 accounts?
  • Relationships need to improve with your best clients?
  • Need to get new “breath” on the team?

4-STOP Recognizing and Rewarding Mediocrity

Is it OK to fail when working for you?  Is it OK to not really try when working for you?  Is it OK to not really be ALL-IN when working for you?  Is it OK to not meet minimum expectations when working for you?  If so……you are letting your people down.  Every time we let it be “OK” to any of the above things, we actually make it OK to be mediocre!  Why, because MOST people are only mediocre.  Most people phone it in, don’t really push themselves, and don’t ever travel the extra mile!

Identify those that have either “checked out” on you or on themselves and the team and do something about it!  They may choose to “phone it in” each day ONLY because you make it OK to do so.

We have less than 4 months left in the year to accomplish our goals.  Don’t let the summer Dog Days drag you, your people, and your results down.  DO SOMETHING about it….NOW!!

It’s TIME!!!

Image result for evaluateOK….June is almost in the books and we will officially done with the first half of 2018!  It’s time to take a look at your progress thus far and to make some adjustments where necessary.  It’s time to evaluate your half-time performance and to plan your second half approach.

If you are not tracking on your goals or close to where you need to be on your progress, you are going to have to step up and make some changes.  Why?

“If you keep doing what you’re doing, you’ll keep getting what you’re getting!”

The things that you have done thus far have produced results that YOU deem to be unworthy of the effort.  So, I guess it stands to reason that the efforts need to be increased or refocused!  If you choose not to, there is a fair certainty that you will be considerably further from your annual goal come this December.

Now, you may be saying (in fact, I can almost hear it) “But Gerry…I am already working my butt off!  How much more can I do?”  I did not specifically suggest that you had to do MORE, but you definitely need to reassess if what it is that you are doing (and how you are doing it) is effective to meet your desired results—the lack of which would already indicate they are NOT.

Remember, simply doing more of what it is that you are doing today will not always get you better results, but it may.  Remember, doing what you do differently than you do it today may not get you better results, but it may.  Doing what you do BETTER will always get you better results—guaranteed.  The trick is to “crack the code” on what BETTER means!

Keep in mind that the results that you get are often due in part to how it is that you think and what you believe to be true about yourself.  Your attitude plays a major role in the results that you get because it drives your belief.

Huddle Up for Greater Sales and Customer Service

Businesspeople in huddle

Communication is the main element in combining knowledge and experience on a sales and/or customer service team.  As organizations get bigger, walls tend to come up between departments and the “solo” mentality can be the result.  The true victim in all of this is the customer.

Although I highly suggest that your local or regional sales team meets on a regular (at least bi-weekly) basis for a solid sales meeting to enhance skills and permeate the right attitude, I have another suggestion for your daily interaction with your internal teams.  We have seen great results with many companies due to “The Daily Huddle.”  The Daily Huddle is a quick 5-minute meeting that goes over the results from the previous day as well as the game plan for the current day.

The Daily Huddle is an opportunity for everyone to “check-in” with their plan for the day.  It is an opportunity to point your team in the right direction and get a flavor for the day ahead.  It is a chance to see who is prepared and who is not.  (Incidentally, by having a Daily Huddle-every day-you will get higher levels of accountability and preparation from your people–nobody wants to be caught unprepared on a team!)

 

Here are a few rules for the Daily Huddle:

-No longer than 5 minutes.

-No chairs—huddles are done standing up

-Be on high receive—Listening is imperative!

-Engage—Be prepared to report what happened yesterday and what will happen today

-Be prepared to offer assistance or answers to others

-No interruptions (cell phones, emails, calls, etc.) allowed

-All positives-no negativity in the Huddle!

 

What can be covered in the Daily Huddle:

-Yesterday’s appointment results

-What’s new in the pipeline or in the SOLD column?

-Any client issues that need addressing with customer service?

-A Success Story from sales

-A Success Story from customer service

-What sales calls are scheduled for today?

-What assistance/knowledge is needed to ensure sales call success today?

-Who is going with whom?

-Recognition

-Tip of the Day

 

The Daily Huddle (on the phone or in person) can be a vital part of a healthy sales and service organization.  The Daily Huddle, done correctly, runs strong defense against small problems getting blown out of proportion.  The Daily Huddle lets the entire team “in” on what is going on with the company’s success.  The Daily Huddle puts the manager front and center with his/her people to remove all obstacles to their success and to set the pace for the successful attitude necessary for the day!

Identify the team that gets results for your customers and see about getting a Daily Huddle with them.  In today’s busy work environment, the major thing that is getting lost is our communication internally with our teams that translates into poor communication externally with our customers!  Stop the insanity and huddle up for success!

Company Culture – How Do You Measure Up?

 

Multiethnic Group of People Planning Ideas

We hear it every day; “I can’t seem to keep salespeople motivated.”  “There is always some kind of problem or issue with my people.”  “They get so negative.”

One of the most overlooked areas in most companies is the environment or culture in which their sales team operates.  At Sales Coach International, we get called in to diagnose problems when a sales team is lacking in performance.  The cry goes out to” Fix Us!”  Often times, we find a stable of talented sales professionals who are starving for recognition, training, attention, coaching, guidance, and leadership.  We find people “going through the motions” at their desks.  We find people who have to come to work to earn a paycheck rather than those who get to come to work to build a career.

The environment that is present in a company is very important to all staff but even more so to a sales force. Salespeople, by the very nature of what it is that they do, are forced to go through very redundant, scripted, and sometimes very repetitive activities such as prospecting daily. After all, as one most aptly put it, “We are in the professional no-taking business.”  It is unrealistic to expect most of your salespeople to be excited to come in and “pound those phones” or cold call on a multitude of businesses every day.  Why is it then, that some companies have huge sales forces that do so with passion and fire month in and month out?  Why is it that some companies can keep salespeople for a long period of time and keep them productive as well?

We believe that the answer lies in the environment in which they work.  We believe that the culture that is created in a sales department is paramount to the success of the team and the individuals on the team.  The good news is that it does not cost a lot of money to create a solid positive, enthusiastic, competitive environment that pulls people into higher results and commands stronger work ethic, more camaraderie, more trust, and more loyalty.

Take a look at the place in which your salespeople work.  How are they physically situated?  Do the newest people on the team have access to the talent that oozes from your top producers?  Can they see them?  Can they hear them?  Often times we see sales departments that consist of many individual offices where each sales rep goes to fight the fight each and every day.  Get your people out of their “silos” and into an atmosphere of excitement!  Reserve the offices for the sales managers who may need to have one-on-one communication and coaching with those on the team. An additional benefit to this is that there tends to be a mutual accountability that grows from people having less limited access to their co-worker’s work habits.

Let the action flow!  If prospecting is something that is done on the phones on your team, make it a team event.  Schedule times where groups of your people do their prospecting at the same time.  By nature, salespeople are competitive.  Let them compete!!  Ring a bell when appointments are set!  Have a contest!  Have fun!  Take the redundancy out of the workday.  Mix it up!

What type of communication culture do you have throughout your sales team?  Do your salespeople feel that they can express their needs to their sales manager freely?  Is there an environment that encourages input from everyone or is it a “head down-nose to the grindstone” atmosphere where it’s every man for himself?  This is an area where we all need to pay close attention.  When a salesperson is new, they may not readily ask questions for fear of looking inept.  Assign a buddy, a peer that they can go to with questions, challenges, and concerns.  It is a lot easier for them to ask their peer how to operate the database for the 3rd time than it is for them to ask their manager.

What do your sales meetings sound like?  Are they run-of-the-mill excuses to get together to go over the numbers?  Do your people look forward to them?  Do you?  A sales meeting is a chance to work on the hearts, the minds, and the gut of all of your salespeople. It is an opportunity for all to communicate their triumphs, their losses, their fears, and their enthusiasm.  It is a chance for management to align the vision, track the goals, inspire, coach, train, and to LISTEN!!  Sales meetings should not be the “you-know-what-runs-down-hill” meetings to beat up an under performing sales force.  Most times, there is nobody that wants to close more business than that salesperson that you are about to burn in your sales meeting.

How many of your people would say that they are overly recognized?  Recognition is one of the most important things to a sales person.  It is almost as important as oxygen! The best part about recognition is that most times it doesn’t cost anything.  Yet, we find that salespeople rarely get the recognition that they need from the company their managers.  There are many things that can be done to recognize your people regularly.  As salespeople, we will go out of our way to make sure that our clients know we care by the way that we communicate with them and tend to their needs.  Why is it that we do not take the same approach with our people?  When was the last time that your salespeople got a handwritten note from their manager?  When was the last time that a salesperson’s opinion was asked in regard to an issue currently being handled by management?  When was the last time that you said “Thank You” to your salespeople?  Every company needs to address recognition as a vital system to be developed.  Success comes by design-not by chance.  What recognition systems can you design for your people?

Within their first 30 days, everyone wonders if they made the right decision to come to work on your team.  Make sure that you develop a “first impression” policy throughout your entire organization.  Instead of going away parties for those leaving, how about a welcome aboard party for newcomers?  Make their first day a memorable one.  Have a company shirt, hat, mug etc. on their desk for them.  Have them set up on e-mail and voice-mail.  Have their business cards printed and waiting for them on their first day.  What would WOW you?  Send a gift with a handwritten card home to their spouse welcoming them to the team as well.  Get out of the box!  Let them know that they are important to the team right out of the chute and they will dig in deeper and become more productive sooner.  Do this, and you will earn the right to expect hard work, long hours, and extra effort.

There are hundreds of other things that can and should be done to enhance the environment in your sales departments.  Challenge yourself to come up with creative new ideas to inspire your people.  Most of all, do not be afraid to have fun.  In fact, go out of your way to make sure FUN is not a four letter word.

8 Sales Dysfunctions that Cost You Dearly

8 mistakes blogAs sales professionals, we need to pay attention to all wins AND all losses. There are specific things being done by salespeople every day that create the LOSS of sales and the LOSS of customers. You need to make sure that you or your people are NOT doing these.

It’s challenging enough in the marketplace today gaining new business from existing customers and gaining the trust of new customers to take a chance with you.  On top of that, the competition is doing crazy things, dropping prices and trimming margins to all-time lows.  With all of the existing challenges that we face in the marketplace, we certainly don’t need to be adding to our woes by engaging in dysfunctional sales behavior!  Unfortunately, I am seeing too much of this today and it needs to STOP!  Pay attention to the following EIGHT areas of sales dysfunction and make sure that you are not participating in any of these:

1-Leading with your wallet

Although it seems price sensitivity is present in our customers today at much higher rate than in recent history, we cannot forget that “The price is the scorecard for how well you play the game.”  Too many times, the salesperson of today is more price sensitive than the customer.  Why?  It seems (in the mind of the salesperson) that whenever a sale is lost today, it usually comes down to price.  In fact, it seems that customers are actually getting programmed by the competition to discuss price earlier in the sales process.

Here is what happens:  Too many salespeople do not spend the appropriate amount of time building the value of their product or service offering.  Just when we need to be doing a better job of communicating and connecting value (see below), we tend to rush to the one thing that customers see as the common denominator; price!  When we “tee-up” phrases such as, “We want to make sure that we get you the best deal or the best rate” we only add to our problems.

We need to leave price out of the conversation as much as we can.  You know price will be a consideration in the decision.  They know it too!  But, for most buyers, the price is what it costs to get a result.  Do yourself a favor and discuss what result the customer seeks.  Learn to deflect price (set it off to the side) initially instead of avoiding it.  Leading with price turns into competing on price which leads to margin and commission erosion for you and no perceived value to the customer as to who you are and what you do for them besides lower prices.

Most customers will grind you on price if:

A.     They know that they can and you will react by lowering it—(you don’t value your offer as much as you should) or

B.     They don’t understand the value—(you have not communicated the value in terms of what they get for making the decision to go with you and your price)

2.  You stopped communicating your value

Anyone can make a sale or create a customer the first time.  The art of a long and healthy sales career is in building a long list of loyal clientele that continues to value you and your company over all others.  Too many salespeople today think the opposite; that getting the initial sale is the hard part and once that’s done, it should be all downhill from there.  WRONG!

The customer that feels unimportant begins to reconsider your value and that of your company.  In fact, I was on stage with another speaker recently that stated, “In a tough economy, customers get promiscuous!”  Listen, when you land a new customer, you have just created a new target for the competition.  They  will now strategize not only how to land the business, they will actually strategize how to TAKE it from you.

In the world today, delivering on what you promised is no longer good enough!   You cannot leave it up to the customer to stay “in love” with you on their own.  After a while, the things that you do for the customer will tend to get taken for granted if you let them.  It reminds me of the age-old question and answer:  When is the best time to tell your spouse that you love them?….Before someone else does!

The customer that takes their business elsewhere today costs much more than the one that never buys.  Why? Because you were counting on that business!  You had it!  Shame on you for letting them fall out of love!  We can’t afford to neglect to continually communicate what we “bring to the table.”

3-“Get it CLOSED” vs. “Get it OPENED” Mentality!

(I have to be careful with this one because it may seem that I will contradict myself below when I discuss closing—or lack thereof.)

The current state of desperation that exists in many sales organizations today has many salespeople focused on tactics and TODAY instead of strategy and FOREVER!  In fact, this is true with a solid majority of salespeople regardless of the economy.  Too many are more concerned with the sale that is made today than they are with the repercussions of the “scorched earth” that they leave behind in their efforts.

Salespeople are focused (often by management) to meet deadlines, hit sales quotas, earn bonuses and win contests.  Although I understand the importance of urgency in the sales process, we cannot run roughshod over the needs and desires of the customer in the effort to meet our agendas.  While me may occasionally win a sale this way, this behavior will not tend to endear us to the customer and thus, trust is low resulting in no referrals (who want their contacts to go through that?) and no relationship going forward!

Try to consider what the “lifetime value” of a customer could be if you do everything right.  Imagine what it would be worth if you make the right moves for and with the customer initially and then continue to grow with them and for them for years to come.

There are many differences between a one-night stand and a marriage.  Do you know what they are?

4-Use of URGENCY SELLING TACTICS and Tricks

I guess there used to be a day when buyers used to be somewhat regarded as unintelligent.  If not, I cannot understand where some of the hogwash tactics used today tend to come from.  One of the big ways that salespeople seek to secure a sale is the “buy-now-or-miss-out” tactic.  This mostly leads to more “push-back” and less trust on the part of the buyer.

Eventually, price dropping is what comes next for the seller and the nasty cycle continues.  When the customer is pressured to buy before they are ready, value moves down the priority list and price takes its place on the top!  Customers understand more and more today that they can buy on their terms from somewhere and if it cannot be from you, they will either look elsewhere or demand that YOU PAY for their urgency!  Again, even if you do win the business using this tactic, there is probably little foundation for a relationship there for future business.

5-Lack of AWARENESS and EMPATHY

Today’s seller needs to be hyper sensitive to the current frame of mind of the buyer.  They need to do their best to connect to the most compelling needs that the customer may have to purchase the product or service that they are offering.  This all goes back to the shortest course on selling; Ask Questions and Listen!  On top of that, today’s economy arms sellers with unending accessibility to information to help them prepare and communicate with the customer from their point of view.

Instead of a better process however, I tend to see a continued focus on the presentations of their stuff!  The rush to roll-out the Powerpoint Presentation is the goal.   The agreement to have us write a proposal or send a bid seems to be the entire purpose that a salesperson lives for.

In the world we live in today, the connection that a salesperson makes with our prospects, customers, and clients is the primary asset that we need to covet.  If we choose to NOT be the lowest price and we choose to NOT be a “one-and-done” vendor, we need to shift our focus and that of our sellers BACK to the customer.

Instead of preparing yourself and your sellers on the “what to say” part of the selling transaction, we need to prepare and practice the questions that create the dialogue that creates the connection.  It is through that connection that we will discover and understand how to best help the customer buy today and for the long-term.  More importantly, it will help the customer discover and understand that we differ from the competition in value and that our concern for them deserves their continued trust and business.

6-Afraid to ASK for the Business

If I had 100 salespeople in a room and told them that I had one-hour to train them in one specific area of the sales process and that they could pick from a list of our 27 different training topics, I bet that over 80% of the room would ask me to cover CLOSING!  You see, many sellers believe that if they could learn the secrets of CLOSING, then the sales process would be shorter and they would have to focus less on the other stuff.

I believe that closing is the natural conclusion to the professional, customer focused sales process.  If you are with a customer discussing the potential of doing business together, it should be a foregone conclusion that, if the connection between buyer and seller is correct and that the offer meets the needs, then a sale should be the result.  Right?  However, there is some small print attached that we are all too aware of.

I often state that there are two people that should be dismissed from the profession of selling:

The first one to go must be the salesperson who rushes to the close (see above) before garnering the customer’s trust and diagnosing their specific needs.  They use tricks and tactics (see above) and make all sellers look like a bunch of self-centered, product-focused, short-sighted hacks with commission breath!  They need to GO!

The second salesperson that needs to go actually does a good job for the majority of the sales process.  They prepare well and strategize a decent approach.  They engage the customer in conversation and discover (with the customer) the motivations for buying.  They present a customized and anchored proposition of value that speaks the unique needs of the customers and they communicate the value strongly in the customer’s language.  But then……they never ask for the business!   They need to GO too!

It is not the customer’s job to buy.  It is our job to help them do so in a professional manner when we see the mutual benefit of the sale.   Anything short of that and we have not done our job.  When the economy is tight and opportunities to sell are fewer, we cannot afford to be “professional presenters” or “hesitant product-pushers.”  EARN—ASK—GET!!

7-It’s NEVER a touchdown if you drop the ball!

When you are fighting for every opportunity you can find, dropping the ball on even one item is not acceptable.  Follow-up and follow-through are two major areas of differentiation for professionals in any arena.  The sales profession requires it daily!  There is no excuse for not doing what it is that you said you were going to do!

In today’s competitive and challenging marketplace, a salesperson can actually create a considerable level of differentiation in the way that they communicate next steps and then follow through with those steps.  It’s too easy to overpromise and underperform.  It’s too easy to justify a lack of follow up by complaining that you are too busy trying to secure new sales.  (You were the same one that justified your lack of follow up 2 years ago by saying that you were too busy with existing business.)   Stop buying into your own [email protected]#$%t!

Please remember that follow-up is NOT the customer’s job!  Timeliness today has a much different definition than it did a few years ago.  Technology has “turned up the dial” on customer’s expectations.  Technology has also created many tools for you to stay on top of your commitments and to do what you said you would do!  Use what is available.  Set the alarm on your cell phone.  Set a reminder in your CRM program.  Leave yourself a voicemail or send yourself an email.

When all of the smoke clears, here is what it comes down to: Either you will be a person who honors their commitments (to themselves, their families, the colleagues, the companies, and their customers) or you will be a person who does not.  Choose!

8-Referrals are by accident ONLY

When a customer decides to do business with you and you deliver exactly what it is that you promised (or more), when you promised it, you have earned the right to ask them to do so for someone else in their network.   The most successful sales professionals in any industry acknowledge that a major part of their success is due to the consistent stream of introductions and referrals from their existing customer base.

Too many sellers today do not focus on the power of the referral.  The main reason that they do not consistently ask for and get referrals is that they do not look at it as part of the sales process.  If the subject of referrals is ever brought up, it is often done so very weakly by the seller such as, “If you ever think of anyone that might be interested in…………..blah…blah…blah.”  Just as with anything that is to be duplicated and/or systematic, there needs to be a process/a system to follow!  And it needs to be followed with conviction and commitment.

Remember, two of the biggest concerns that a prospective new customer has about doing business with you are:

1-“Will I pay too much?” and

2-“Will this product/service meet my expectations (as set by the salesperson.)?

Both of these questions are answered in advance if you have been referred by someone that they trust.

Take a good hard look at these EIGHT customer, sales, and/or margin killers above and keep a good eye on the sales process in which you engage daily.  Are any of these things killing your sales?  Are any of these dysfunctions creating an “anti-sales” culture?  It’s time to streamline your efforts and “sweat the small stuff.” 8 mistakes blog

Put the fire in their bellies…

Board Room

The fire and passion that is present in too few of our salespeople is found in the belly-THE GUT! The best of those managers who run regular sales meetings are acutely aware of the need to inspire that passion and turn on that enthusiasm in order to spark the ACTIVITY necessary for continued sales success.  As a speaker, I see many people get turned on in my sessions.  I see the fire in their eye actually change throughout the day as it grows and the passion becomes reality.  It is then that I KNOW that they will go back to their offices and begin the process of change.

However, it is way too often that I find the results do not match up with the initial ACTION.  Why?  Because firing someone up is not a sometimes thing!  Inspiration is fleeting and inconsistent.  Regular challenges must be made to pull results out of our people and ourselves.  I may inspire and challenge some short-term change in behavior for many in my workshops.  But it is the salesperson with continual reinforcement, continual access to tools and information, continual support, and a continual “shot in the arm (or kick in the butt) that truly has the best shot for long term success.  That needs to come from somewhere because there are not enough human beings out there with the ability to do it for themselves on a regular basis.

So a few parting thoughts for you on your quest to build a better sales meeting process for your organization:

  • Never have a meeting without a PURPOSE!
  • Never “wing it!”  Prepare better for these meetings than you ever did for any sales call in your past.
  • Imagine your people are your customers (They are). How will you get them to “buy” your message?
  • Become a role model for all that you wish to build in your people.  Success breeds success.
  • Never allow meetings to digress into negativity.
  • Save the data for memos. Use your sales meetings to INSPIRE, TEACH, AND GROW your people into superstars!
  • Have FUN!  Lot’s of FUN!  The mind is its most open to change and creativity when it is in a non-threatening, pleasurable, fun environment.

Sales meetings are a vital part of the success of your sales organization. Meetings run the right way can create better communication, camaraderie, enthusiasm, learning, fun, and overall culture.  Meetings run incorrectly (more often the case) are a major cause of miscommunication, interdepartmental divisions, poor attitude, the wrong culture, and thus, poor results with high turnover.  FOCUS on getting this right and the results you desire are not far behind.

Be Exceptional….The Small Stuff Matters

small stuff

So much is taught about the “big parts of the game” such as the cold call, the pitch or presentation, the sales cycle, working a pipeline, overcoming objections, and closing.  And yet, with all of this knowledge and training, the majority of salespeople still have difficulty managing the entire process through to the finish line. At the same time, you will find there is a small group of salespeople that focus on, what most would consider to be the small stuff.  What types of things are these?  Here is a list of five of the little things that matter in the profession of sales:

  1. Schedule prospecting time every day!
  2. Build and consistently use a referral generation process.
  3. Use “Target and Personal Marketing Campaigns.”
  4. Say Thank You—A Lot!
  5. Do what YOU say YOU are going to do.

On the golf course, it has been my putting game that has held me back from some great scores.  While I hit the ball farther and more consistently sound than most of those with whom I play, it is often my putting that may cost me a few bucks in a match.  (What, do you think that we don’t throw down a few bets?  C’mon!)  While I often struggle with the little things, others excel at them.  As they have greater confidence in “the scoring zone,” it all too often becomes my “nervous zone” and thus, where it counts, I am at risk.   In the marketplace, I suggest that, as sales professionals, we need to make sure that we are focused on ALL of the things that are necessary for our success.  The little things are what separates us from the crowd.  The good news is that, with a little work, you will build the confidence in your “scoring zone” to consistently achieve greater sales results.  So…Sweat the Small Stuff.

Cast Your Vote for 2013 Growth

So…Election Day has past. Did you vote? Did you cast your ballot for what it is that you believe in? Did you put in the effort to understand the issues, the politics, and the possible outcomes of your vote? Did you go out of your way and stand in line to exercise one of the biggest honors and responsibilities that you have as an American? Do you understand that we have people fighting every day in foreign lands so that you can exercise this right? And now that the votes are all in and the results are all in place, are you happy with the outcome? Will you now take a stand to facilitate change that is necessary or will you complain about circumstances that are present?
As an entrepreneur, a leader/manager, or a sales professional you get up each and every day to cast your ballot. You make a choice every day (many times a day) to ELECT to do what is necessary to get the results that you desire. There are many people that every day follow the lead of others and ELECT to be told what they are due in this world…but not you! YOU decide the vote you will cast to make those extra calls. YOU decide the ballot spot you will mark in your preparation efforts before every meeting, sales call, or decision you make. YOU decide your strategy, your approach, and your follow through. Therefore, this election season, I offer to you, regardless of your party or politician of choice, a FIVE POINT PLAN for your the growth of your company, your team, and/or your personal book of business for the future:

1-Define it-Design it!
Right now, I ELECT to decide what my 2013 will look like. I will set my company, team, and personal goals by defining my VISION for results this year. My VISION will determine my mission and thus, the changes that I must make to accomplish that VISION. No longer will I suffer the dysfunction of the masses by letting things and circumstances decide my results. I will decide

2-Preparation Before Execution

Today I begin to start down the path of strategic thought before committed action.  I will spend at least 5 minutes prior to each sales call or each meeting deciding, in advance, what I have in mind for an ideal outcome of the meeting.  I will declare (and write-down) targeted take-aways prior to the meeting, forcing me to THINK from all perspectives and take into account all those involved in the sales call or the meeting.  I will always have a plan before I get into the battle.

3-Growth
I realize I cannot accomplish more than I have without becoming more than I am.  I commit to my professional growth this year by increasing my exposure to new ideas, new strategies, and new actions.  I must learn more than I know today and I must take paths that I have previously not taken.  The marketplace demands more from every sales professional.  Every sales team can grow sales and profits on the wisdom, guidance, and coaching of their leader.  And the marketplace certainly demands more from every sales professional.  This year, I will rise to meet those demands. I will read more, write more, speak more, seek more coaching, more mentorship, and never cease.

4-Visibility

In order for my organization, my team and/or my marketplace to engage more with me and thus, do more business with and/or for me, I must become more visible.  If I am not visible to those with whom I choose to grow, I am, in fact, IN-visible.  I will learn ways to network better and more often.  I will schedule specific visibility both physically and online every week.  I will add value though all of these efforts.  I will connect, engage, and offer assistance everywhere.  I will become known for these things and create a brand of excellence that is known to the masses.  I will become more than I am currently to all of those who know me and many that do not as of yet know me.  And I will define my brand.

5-Action

The greatest secret all accomplishment is ACTION.  With the focus of the Four points above, ACTION is the secret to ignite them all.  I realize that I do not have to be great to start, but in order to be great, I must START!  Every day, I will take a bit more action.  I will make 5 more sales calls, meet with 1 more employee (and listen to them), or offer a bit more coaching to my people.  I will not only plan my work but I will put more effort into working my plan!  I will get up earlier, stay a little later and truly be present as I morph myself and my team/organization into World-Class results.

As a professional today, you need to ELECT to follow a plan for a better future, if only for the upcoming year.  Cast your vote now to unseat the complacent, comfortable incumbent that resides in your office!  GO—BE—DO!