SLH Sales Training Morsel #73

THE NEXT STEP SCENARIO MEMO

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Here’s something that will take just a tiny bit of time yet yield a more thorough understanding of “next steps” in the Sales process. And, should create more time to focus on more important things.

How many times have you heard from a client that they “forgot to do” what they said they would? Or, that they didn’t realize that they were supposed to do something at all? How often are we the culprit in not following-through on what was promised simply because our memory sometimes fails us? It is very tough getting old!

Today’s technology allows us to stay in touch as never before. Communication is instantaneous as many companies begin outfitting their Sellers with I-Pads or some other pad-option to this end. At the very least, almost everyone has a smart phone. Whether office-based or in the field, always put your next steps in writing. Begin using the “Next Step Scenario Memo.”

Within three (3) minutes of ringing off a call or leaving an office, send an e-mail...

THE NEXT STEP SCENARIO MEMO

Thanks for the time.

·        Because it’s appropriate and professional.

I’m going to....

·         Establish what I – the Seller – will be doing next.

·         Establish a date and time to follow-up.

·         Etc.

You’re going to...

·         This is what the Buyer will be doing next.

·         Check budgets.

·         Arrange a meeting with colleagues.

·         Etc.

We’re going to....

·         Lunch, golf or the next meeting.

·         Etc.

Always “chase it.”

·         HTS?

Again, thanks.

·         There you go.

This will take self-discipline to initiate but is well worth it. Everyone will know exactly their responsibilities and be clear about how things are going to proceed – if it’s said, it should be written.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH SALES TRAINING MORSEL #72

 “HOW AM I DOING?”

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

It’s the time of year to take stock of what we’ve done and how we’ve done it. And, to know whether we’ve been naughty or nice. Hopefully, those who judge are okey doke with our performance.

Because of the hectic pace of everything we do, how often do we do what Ed Koch, the past Mayor of New York City, always did? Simply ask his constituency, “how am I doing?” There was a United Airlines commercial a while back that featured a conference room with Sellers milling around waiting for a meeting to start. The Sales Manager enters and announces that we “are going to see our clients right away,” and distributes airline tickets as smiles appear all around. It is essential that we let our best clients know that we are willing to fix what needs fixing in our relationships.

Reach out to the top accounts in your business. Pick a workable number but make certain they are the top 15% of your business. Send a survey via e-mail, fax or snail mail. The questions are few but powerful:

• From 0– 10, how satisfied are you with the job being done by us?
• What two (2) things are we presently doing that should be continued?
• What two (2) things aren’t we doing but should start immediately?
•  From 0– 10, how satisfied are you with the job being done by your Sales Rep? 

Plan on a quick follow-up phone call. Better yet, go see them but not in a selling mode. Management should accompany Sellers for this visit. Let them know how important they are to us. Heck, bring a chocolate cake! 

We’ve all heard the saying, “perception is reality.”  Without asking our clients what they really think, we may never know if our customer’s perception matches our perception. Don’t leave that to chance!     

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH Sales Training Morsel #71

IF YOU QUOTE IT, FOLLOW IT!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Because of the frenetic pace of every Seller’s day, things sometimes fall through the cracks – it’s only natural but that doesn’t mean it should happen.

Perhaps the most glaring example is when a Seller provides a quote or establishes a “next step,” but fails to follow-up properly. This can be an incoming call or an account we’ve solicited. In either case, the opportunity to get business should always be treated with the highest urgency and desire. It may only be the beginning, but can develop into a long-lasting and mutually-beneficial relationship.

I am always shocked when Sellers tell me they don’t follow-up their quotes. It’s as if we figure that we’ve done our job and if the Buyer wants to use us, they’ll call back. And, it makes no sense trying to guess what the Buyer is thinking anyway. If we take the time to quote something, we should ask for the order right then and there.

• The price is $*** and I can reserve that for you right now. How’s that sound?”

There are times, of course, when an immediate Buyer’s decision is not possible. In these cases, a specific follow-up plan should be established:

•  Ask “What’s the next step?”
•  Or, “When do you want to hear back from me?”
•  Or, “If I don’t hear from you first, when should I be back in touch?”
•  Or, “At what point, will you be able to proceed?”

If we take the time to quote something, we need to take the time to follow-up on it – 100% of the time.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH SALES TRAINING MORSEL #70

NOTHING GOOD

EVER HAPPENS WHEN...

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

You take your cell phone into an appointment and it rings. And, then you answer it!

• Simply turn it off or leave it in the vehicle.

You decide to change your out-going voice-mail message daily but forget for a week or so!

• Change it daily and religiously.

You have a plan for a sales call and then realize the plan is to "wing it!"

• Always have a plan. And, then implement it.

You have an appointment, don’t confirm it and the client has gone on an unexpected – to you – ten (10) day cruise!

• Always, always make a confirming phone call the day before or the morning of all appointments. This pertains to telephone appointments, as well.

You are certain that "no news is good news" but it isn’t!

• Always "cowboy or "cowgirl" up. We are responsible from the beginning to the end of whatever it is.

Your proposal went out with last year’s pricing!

• Have someone else double-check the big things.

You thought you ended a voice-mail message to someone, made a smart-aleck remark and realized you were still being recorded!"

• Don’t make smart-aleck remarks about people.

You fail to return phone calls and emails promptly (this one is actually meant for Buyers)!

• This is the professional thing to do – always.

You assume you know what the buyer wants and needs!

• Get "empty-headed" and ask the right questions

You neglect to ask for a referral!

• Come on, you gotta be kidding!

You fail to establish a plan to follow-up and the business goes elsewhere!

• If we take the time to generate it, follow it.

You are driving in reverse!

• Always drive straight ahead!

What do you think?

Please feel free to send your examples this way and I will share.

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH Sales Training Morsel #69

THE 10 COUNTER COMMANDMENTS

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

In most companies, Outside Sales is usually the “glamour” job. Frequently, the Outside Sellers know that and some act accordingly – every Sales staff has its diva/prima-donna. This Morsel is not about them.

This is about the unsung heroes of most sales operations, the Inside/Counter Sellers or Service Representatives. These folks are the first point of contact with the Customer. They are charged with the responsibility of quickly and professionally determining the need of the caller or “walk-up,” having the “back” of the Outside Seller and fulfilling that which is promised. On top of all this, more than 90% of sales revenue can cross the counter directly or indirectly.

This is a difficult job, requiring extensive product/technical/market knowledge, strong selling skills and a pleasant personality. Companies wisely view this position as a “development system” for Outside Sales.

I have found that the best companies put their expectations for their Sellers in writing. This provides clear guidance as to what should be done and how it should be done. Here are the “10 Counter Commandments,” which should raise the bar on customer service and drive company revenue and profits:

1. Answer the phone promptly.

            Many companies want calls to be answered within three (3) rings.

2. Use the proper telephone greeting.

Use a three (3) part greeting – “Good morning/afternoon. This Is **. How can I help you today?”

Always be nice. We are “welcoming” that person into our store. Make a number of random calls to companies and experience their greeting. What does this initial “touch” say about our company and us as professionals?

Better yet, conduct “secret shopper” phone calls to your company.

3. Capture name and phone number at the top of the call.

We need to know to whom we’re speaking. It’s polite and should be automatic.

For extra credit, feel free to ask them how they’re doing today.

Be sure to say, “in case we get cut-off, what’s the best number to call you back?”

Obtain account number by asking – “In whose name is the account?”

If not a present client, offer to set-up an account set-up at the end of the call.

4. Determine the customer’s need as professionally and quickly as possible.

It’s possible there might be an alternative solution to their problem. Offer the appropriate up-sell or down-sell.

5. Introduce at least one (1) add-on product for each transaction.

We save our customer their most valuable commodity – time. No return trip is necessary.

We take the Buyer “out of the market” by becoming their sole source of product and solutions.

We drive our business by “expanding” the transaction.

6. When quoting on products or services, offer to take the order  right now.

It’s okay to ask “What purchase order do you want to use?”

7. If the transaction is not consummated immediately, establish a specific date and time and plan to make a follow-up call.

8. Effective follow-up differentiates us in the market.

When your product/service is delivered or provided, make a telephone call that day to see how the delivery went. This is a good opportunity to handle any problems. And, a better opportunity for an “atta-boy” or “atta-girl.”

9. Make one (1) phone call daily to an account that is presently using our product or service.

Ask them how well we’re performing for them. You will blow then away!

10. Make one (1) dormant account call daily.

Reach out to clients who have good credit, have paid in a timely manner and we haven’t done business with in a while.

This is a good opportunity to survey how well we have done for them in the past. And, how we can continue to serve today and tomorrow.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH SALES TRAINING MORSEL #68

THE PROCESSIONAL

A “SALES-MAP”FOR EVERYONE

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

I believe that Sales is linear and sequential, a process that anyone can learn. By using the same methodology each time, the Sales process becomes much easier and repeatable. This is counter to many Sales Trainers who tell us do things based on what they consider to be a “type” of Buyer. In their world, every encounter is different. This theory makes no sense to me. Sellers should implement a process which revolves around that which is totally controllable – knowing that rest will take care of itself. Why worry about the uncontrollable? I like simplicity.

A “Processional” is a series of repeatable steps that represents the way we do business. It is rock hard on the “outside,” in that it never changes. But it’s “soft” on the inside so that it can change when necessary.  Remember, Sales is a race to “need,” regardless of who’s sitting in front of us. Having, and implementing, a Processional allows us to have a process and be able to make changes “on the fly.”

Here are the steps of the Processional:

1. ASK, ASK, ASK. We start all sales encounters by asking a ton of questions. You may recall SLH Morsel #17 that deals with the Igniter Protocol - the set of questions asked to begin the call.

2. TELL. HOW’S THAT SOUND?  There is a time to “tell” the Buyer what we think is the right solution for them – and this is it. The beauty of asking many questions is that we’ll know exactly what the Buyer needs and then our Gottem is “married” to their Needem. Always use a Chaser, “HOW’S THAT SOUND?”

3. LET’S DO THIS. HOW’S THAT SOUND?  We very clearly establish a “next step,” one which is controllable by the Seller.

4. OH! WHAT’S THE PROBLEM? Objections to our solutions may arise. But don’t worry. As we know from SLH Morsel #37 that there are only three (3) reasons for Buyers not buying and how to deal with each.

5. LET’S DO THIS. HOW’S THAT SOUND?  PART 2. All problems have been handled, the next step is in the books and all is right in the world!

The Processional is the road map of the Sale. What we do remains the same each time. The Buyers – and their Needems – change every time.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH SALES TRAINING MORSEL#67

4 WAYS TO GET THE OPPORTUNITY TO PERFORM.

OR, HOW ABOUT THROWING ME A FRICKIN’ BONE?!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Before you get there, how do you earn the opportunity to be there? The best Seller in the world has to be invited in at some point.

There are four (4) ways to get the opportunity to perform:

1. THE MESSAGE IS CONTROLLABLE BUT IT COSTS MONEY! A company can say what it wants to the market about its products and people. Sometimes the message is hyperbolic, sometimes the claims may be questionable and sometimes the message is accurate. In any case, the company has the right to say it. This is called “marketing” or “advertising.” The company pays for the right to say these things which also includes information on its web-site. Frequently, this information should be taken with a grain – or, sometimes, a block – of salt!

2. IT’S DOESN’T COST A PENNY BUT THE MESSAGE CANNOT BE CONTROLLED! On the other hand, there are plenty of instances where the company cannot control the message.  This messaging is free. It is called “reputation” or “word of mouth.”  And, everyone knows that this is the most powerful of all messages. Remember that bad news travels at the speed of light and good news limps along. Be very vigilant about how you treat people and only good things will be said about you.

3. JUST DUMB LUCK! My definition of “luck” is anything that can’t be controlled. Luck comes in two (2) forms, “good” and “bad.” If you’ve ever been the recipient of a phone call from someone you don’t know but results in a healthy sale, you have good luck. However, if you’ve worked hard on a project and at the last minute that company’s goals change, knocking you out of the box, that’s bad luck. Other examples of good luck include an improving economy, a unique product (very rare, indeed) and a competitor’s screw-up.

4. WAY HARD WORK! The most difficult way to get the opportunity to perform is doing it “old school” -- through prospecting and cold-calling. This, by the way, is also the least time-efficient method.

Always do the right thing. Be professional when luck makes a hard turn and treat your clients as if your livelihood depends on it. You’ll be fine. Oh, and always ask for referrals!

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH SALES TRAINING MORSEL #66

LOWER THOSE EXPECTATIONS

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Ask a room of Sellers what their expectations are when they make cold-calls. How many of those calls do Sellers expect to “close” at some point? More than half will respond with “most” or “all.” I find this expectation wacky.

How can the mere fact that we show up at an office or a job-site lead to these expectations? I think we may be kidding ourselves. Or, trying to develop a false-sense of optimism to keep us motivated to make cold calls.

Why do we think this way? Perhaps, it’s all the motivational speakers and tapes out there. Those outlets dictate that we have to BELIEVE that we’ll get the business – and, therefore, we will. Otherwise, why make the call at all? Or, how can Sellers be Sellers without that belief? So much of this thinking is about being in a “good place” while making sales calls, about being “pumped.”

The reality is that these Buyers are doing business with someone else. They have formed relationships with them, are comfortable with the level of service being provided and pleased with the quality of the product. Why should they change just because we show up? How arrogant is it of us to assume that our mere presence will change that?

The higher our expectations are when making cold-calls, the more likely we are to do silly things, like....  

• Reducing margins unnecessarily.
• Making promises that can’t be kept.
• Positioning our Management to look like the “bad guys” in front of the client.
• Spending time pursing what shouldn’t be pursued.

 Many times I’ve seen Sellers “go rogue,” thinking they represent the Buyer. In order for good business to happen, both sides must benefit. We are frequently in the middle, having to negotiate with our Sales Management and the Buyer. But, our primary interest has to be the health of our employer. Providing “value” works both ways and what we bring to the Selling table is the definition of “Value Selling.”

Making effective cold-calls is incredibly difficult but keep your expectations realistic and you’ll never be disappointed.

By the way, when cold-calling I close about 2% of the accounts I touch, exactly what I expect. Much more importantly, I close more than 90% of the referrals I’m given!

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System Morsels are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of the SLH Sales System.

SLH Sales Training Morsel #65

PRACTICE?

IT’S JUST PRACTICE!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Alan Iverson protested loudly and incredulously about the need to practice. He was dumbfounded that his coaches expected, actually required, that he work hard during practice. Iverson was probably one of the greatest point guards to have ever played (although he does not own a Championship ring) in the NBA. He claimed to grasp his role as the leader of his team yet couldn’t understand the stink made over his less-than-total devotion to practice. He didn’t, or chose not to, get it. He was, he said, all about the real game.

How many of us actually practice our craft? I’m not talking about “practicing” on real accounts. I mean practicing the way we did in high school and college when on the basketball, volleyball or cheer teams. The concept of Sellers practicing is totally outside the realm of consideration for most of the selling world. When talking about this, I am met with blank stares and thoughts that I’m kidding. Actually, I rarely meet a Seller who practices.

My daughter Molly, when is high school, was poised for her first class presentation and filled with dread. We went to the SLH headquarters (in the garage!) where I set her up with a video-camera. About fifteen (15) minutes later, we reviewed what she had done. The first few takes weren’t pretty but eventually she showed gradual improvement. The next day she reported that she “aced” it. More importantly, she requested the same set-up a couple of weeks later – she was “self-training!”

So, what should Sellers practice?

·         Grab a colleague and do a role-play.

·         Ask your Manager to include role-play at each sales meeting.

·         Memorize your protocols – know what you’re going to ask before you get there.

·         That’s a start!

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com

SLH Sales System “Morsels” are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly.

SLH SALES TRAINING MORSEL #64

WHERE IS YOUR EMPHASIS?

ASKING FOR THE ORDER

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

There’s a movie with Mike Myers and Gwyneth Paltrow called “View From the Top.” It’s a light comedy and certainly worth renting. Mr. Myers plays an instructor in flight attendant school who, as usual, is a bit off-the-wall. For some weird reason he uses the phrase – “putting the emPHASIS on the wrong syLLABLE.” Get it? I think he’s saying that sometimes our focus can be misdirected. Kind of like worrying too much about the about the tail when there might be major issues with the dog.

I feel the same way when Sellers voice concerns regarding difficulties with asking for the sale,  otherwise known as “closing the sale.” So much emphasis (emPHASIS?) is placed on whether someone is a “good closer.”  (Check out “coffee is for closers” in David Mamet’s otherwise brilliant “Glengarry Glen Ross.”) We may need to at it look at it differently.

When done properly there should be a natural flow when “asking” in the sales process. Although we move from section to section – asking to telling to understanding objections, etc. – it needs to be done in a seamless manner. Many younger Sellers, and some veterans, become uncomfortable when it’s time ask for a commitment. Asking for the order should simply be a continuation of the asking process.

We need to appreciate that getting the business doesn’t always correlate with a proper “closing.”  There are many factors that come into play when asking for the order and results are not always an accurate barometer. Perhaps we missed something earlier in the process. Maybe, personnel changes on the Buyer’s side happened. Financial problems? Remember, things change.

Conversely, just because we get the order doesn’t mean that we closed properly. Heck, sometimes we’re just plain lucky. Your client got a large piece of business. A budget got expanded. A competitor screwed up.

Remember that sales is a race to “need.” Get there as quickly as possible and then stick with something simple when asking for the order:

• What do you think?
• How’s that sound?
• How ready are you to proceed?

This way we can emphasize what needs to be emphasized!

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com/

SLH Sales System “Morsels” are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly.

SLH SALES TRAINING MORSEL #63

GETTING THE MOST

OUT OF SALES TRAINING

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

As we all know, Sales Training needs to be supported and leveraged to yield the results we want. We also know that for this type of Training to be effective, our Sellers’ activities are going to have to change – and therein lies the rub. It can be extremely difficult to make this happen. So, what can we do about it?

In mid-June, I presented SLH for Inside/Counter Sellers for W.A. Roosevelt (now part of the Dakota Supply Group), an Electrical/HVAC/Refrigeration/Plumbing Wholesaler based in Wisconsin. Todd Eber is WAR’s incredibly capable President and he chose to be very proactive in leveraging his Training investment, especially as WAR is moving into ESOP mode.

Below is Todd’s follow-up plan ("RULES OF ENGAGEMENT FOR INSIDE SELLERS") to the SLH Training sessions. Wasting no time, he began communicating in writing exactly what is expected of Managers and Sellers and then stuck with it. He is relentless.

Todd can be reached at 608.781.8369 ex. 234 and ebetod@waroosevelt.com.

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com
SLH Sales System "Morsels" are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly.

W.A. ROOSEVELT

RULES OF ENGAGEMENT FOR

INSIDE SELLERS!

Overview:
Since our Sell Like Hell Inside Sales training on June 19-20, we have gained a great deal of traction on taking some of the key points of learning and putting those into action. We’ve done that through daily e-mail to Managers with recaps on add-ons, quote follow-ups, and post-delivery follow-ups. The daily e-mails were intended as a short-term step to help develop long-term behaviors, knowing we would implement wider reaching permanent expectations for those working in inside sales, counter sales, and in project quotations & design roles. The following is the outline of those expectations:

Phone Greeting:
Use a minimum of a three part greeting 100% of the time when answering the phone.

Example: "Thanks for calling WA Roosevelt, this is Todd, how can I help you?"

Setting the tone with a positive and friendly greeting gets you off to a great start. From there you need to find out the customer’s needems to match with our gottems, while matching the customer’s urgency (timeframe and mood).

Quotes: 100% follow-up on quotes of $2,500 or higher.
Customer Benefit: Following up on quotes tells the customer you care about the business they do with us, and that you’re organized. The follow-up needs to be completed within an appropriate time-frame based on customer feedback. Example question after providing quote to customer: "When can I get this to the job-site?" If customer says it’s not time yet, they haven’t chosen a supplier, they haven’t been awarded the job yet…then get the specific timetable and follow with something like, "OK, I’ll give you a call on Tuesday July 17^th to check in…how’s that sound?"

E-mail appropriate Mgr & TSM with notification of customer quote more than $2,500.00.

Ask for the order 100% of the time on ALL quotes. This can be done with one simple question like this, "When would you like me to send this your way?"

Add-ons: Ask for a minimum of two "gottem" items. 100% of the time, with phone or counter orders.
Customer Benefit: Many customers have been thanking us for asking about these add-on products because they had forgotten about them! Think of this as a great W.A. Roosevelt service you’re providing so they don’t get to their job and have to run back to pick up something they forgot.

Ask a simple question something like, "What are you doing for a pad, line-set, and whip to go along with the condensing unit?" Remember,"What else do you need" DOES NOT qualify for a good, specific, gottem add-on question! Creating "cheat sheets" for products you’re typically involved with will be a big help.

Remember, add-ons can go in two different directions; larger products or equipment that leads to smaller accessory and support items as add-ons, or smaller accessory items that lead to larger products or equipment as add-ons.

Post Delivery Call: Make 1 post delivery call per day.
Customer Benefit: Gives the customer a chance to share performance feedback, plus it differentiates by "saying" we care about our performance. Example: "Hi John, just wanted to find out how yesterday’s delivery of X,Y,Z went?" If it didn’t go well, apologize and fix it. If it went well this is an opportunity to ask a renewal question with something like, "Great to hear! What more is going on with either that project or something else that we can help with?"

We don’t want to be a pest to any one particular customers with repetitive calls within a short time. This shouldn’t really be a problem since we make many deliveries to many customers, but it also will take some coordination to make sure we’re not "overlapping" calls.

Dormant Account Call: Make 1 dormant account call per week.
Definition: A dormant account is a business that hasn’t bought anything from us in three months, AND it’s not due to payment status. Example: "Hi John, this is Todd from W.A. Roosevelt and as I was looking through an older file it led me to realize we haven’t heard from you in quite awhile. I wanted to see what types of things you have going on that we might be able to help with." This should get the conversation to the point where you can listen for needems that we can provide our gottems.

100% of all dormant account calls need to be followed up with a confirming e-mail. Example: "John, it was great reconnecting with you today. Glad to hear things are going well for you and XYZ Company! Regarding that "XYZ" we discussed, I’ll be checking on price and availability with our vendor partner and will send you an update e-mail before close of business tomorrow…how’s that sound?"

Price Objections: Handle "Your price is too high" customer objections with SLH strategy 100% of the time.
Example: [Customer] "Hmmm….your price seems pretty high." [WAR SLH Expert] "When you say pretty high, what do you mean?" [Customer] "I mean I can get it cheaper down the street." [WAR SLH Expert] What and who are you comparing against…what delivery put away, warranty support, Roosevelt Rewards, etc. does that come with? [Customer] Look, it’s apples to apples…how much lower can you go?" [WAR SLH Expert] "How much lower do we have to be?"

These questions are all with the purpose of NEVER, EVER , EVER being the one to present the second number…that’s the customer’s job! If they still won’t give a number say, "Look, I don’t mind negotiating with you, but I can’t negotiate without you." If they ultimately won’t give you another price simply state, "Sam, without knowing anything else about where we need to be the price I’ve given you is the best I can do."

Feel liberated yet!?!

SLH SALES TRAINING MORSEL #62

TELLER OR ASKER?

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Which are you?

I’ve begun asking Sellers whether they are “tellers” or “askers.”  The almost-immediate answer is, “I’m an asker.” Sometimes, though,  reality and perception are very far apart. After much discussion and a little video-tape role-play, the realization creeps in that most Salespeople do more telling than asking.

Of course, Sellers have to do both - telling and asking. But, this is a question of sequence – which comes first? My experience has shown that most Sellers “tell” before they ask. This appears to be the easiest route to take as it feels “natural” and can create an illusion of “give and take,” building a relationships and, well, Selling. Some Sellers have even told me they think it’s “to pushy” to start with questioning. I take a much different stance.

Wherever you stand on this issue, you need to understand exactly what type of Seller you are and wish to be. Begin audio-taping your end of phone calls to know for sure. Then, role-play with your colleagues and Managers and try asking first, then telling. I think you’ll find that your “telling” is getting in the way of your “asking.” After all, how can a Seller “tell” what they can do for a Buyer without asking the proper questions to understand their needs?

Asking first is the more difficult route – at least at first. You’ll need to know what your going to ask before you get there and then continue asking based on the Buyer’s responses. This will require change, which can be very difficult strategically and in execution. Stick with it, though, and you’ll become a committed “asker” first and a “teller” second.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com/

SLH Sales System “Morsels” are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly.

SLH Sales Training Morsel #61

WHAT DOES “VALUE” MEAN?

AND, WHO DECIDES?

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

It’s said that beauty is in the eye of the beholder. What about as it pertains to sales? Who determines value? The Buyer or the Seller?

Nothing initiates a more heated discussion in SLH Training sessions than this question. Folks stake positions and use all their powers of persuasion to move their counterparts. Traditional sales processes talk about a product’s “benefits” and the myriad reasons how a Buyer will gain from its purchase. I find this concept troubling.

I always use a self-effacing example to prove this point. While Training, and with other  scalp-expanded volunteers, I describe a product (we already know what the mystery item is) that was reduced in price from $19.99 to $1.99 and ask how many folks are interested in the product. Everyone raises their hands – except for a few cynics. It gets better, though. The normal one (1) month warranty has been extended to “forever.” Gasps abound as the interest level soars. However, my volunteers and I remain unmoved, not willing to partake of this terrific offer.  What’s the product? A comb, of course!

As a product “sits” – in a display case, on a lot or in a warehouse – how can it have value? Not only doesn’t it have value, it actually sucks the profitability from the company. The fact that it’s “in inventory” means that it has yet to find a “home” – at this point, no one wants it. Guess who makes that decision.

So, let’s not kid ourselves – the Buyer, and the Buyer only, decides whether a product has value or not.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com/

SLH Sales System “Morsels” are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly.

SLH SALES TRAINING MORSEL #60

WHAT DO YOU DO BEST

AS A SELLER?

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Ask Sellers what they do best and guess what the overwhelming majority will tell you? You will be told, “I build rapport.” Or, “I build relationships.” And, sometimes it’s simply “I’m a people person.”

How is this possible? How can every Seller have the same strength? And, what if someone doesn’t like you? How can so many Sellers build their careers on the hope of  being liked? Let’s face it – not everyone is likeable!

Suppose we look at this question within a different framework. Let’s answer with the following parameters:

What we do best must be learnable and trainable.

What we do best must be repeatable.

What we do best must be transferable between industries.

What we do best must be totally controllable by the Seller.

Now, what’s your answer? Keep in mind that building relationships does not qualify - two (2) people must form a relationship. It is not totally controllable by the Seller. I am absolutely NOT saying that building relationships isn’t essential – just that it’s not controllable by the Seller. Building real business relationships are based upon our ability to perform (see Morsel #12) at the highest level, as defined by the Buyer.

Here are some examples of sales skills that can be practiced and will pay dividends by mastering:

Opening.

Asking the right questions.

Listening.

Asking for the order.

Dealing with objections.

Adding-on.

Up-selling & down-selling.

So, what do you do best as a Seller?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com/

SLH Sales System “Morsels” are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly.

SLH Sales Training Morsel #59

HOW IMPORTANT IS CONTROL OF THE SALES PROCESS?

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

How important is control in the sales process? Most Sellers will respond “loads.” But if control was not as important as you think, how would that change the way you sell?

From our first sales job, we’re told that it’s essential to “control” the Sales process. That we must be in a position to guide – some might say manipulate – the Buyer. That without control, we are at the mercy of the Buyer. What do we really gain – and lose – with this attitude and mind-set?

Certainly, this sets up an environment fraught with pressure on our side of the equation. Sometimes, this attempt backfires and creates a combative sales environment. Why would anyone want to risk this when attempting to work with a new client?

How much more sense might it make accept that the Buyer will do what the Buyer will do? In developing new accounts, there’s plenty to do and focus on without gambling.

Best of all, it’s just easier to worry about what we’re doing. I believe that we should focus on the things that we can control and the rest will take care of itself.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com/

SLH Sales System “Morsels” are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly

SLH SALES TRAINING MORSEL #58

NOT ALL CLIENTS

ARE CREATED EQUAL

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Many Sellers feel compelled to literally “see” their clients, believing that Sales is best done on a face-to-face basis. They tell me that high-caliber relationships can only be built in this manner.

Not only do I strongly disagree with this belief but other problems can arise because of it – that of managing one’s time in the most efficient and effective manner.

How do you decide where and how to spend your time? Sellers often claim that time management issues result mainly because of the size of their territory. Or, the number of clients they serve. It actually may be a bigger issue - how Sellers view their client lists.

Too many Sellers see what they do as “running a route,” like filling vending machines. If it’s Tuesday, I have to be in this area, calling on these clients. The reality is that not all of your clients are of equal importance, and should be treated differently. We actually need to discriminate.

Most everyone’s familiar with the “80-20 rule,” although it’s technically the “Pareto Principle.” The theory was developed by Vilfredo Pareto, who observed in 1906 that 80% of the land in Italy was owned by 20% of the population. He then observed that 20% of the pea pods in his garden contained 80% of the peas. Who knew?! Anyway, when applied to business it postulates that 80% of your business will come from 20% of your clients. For many of us, though, the ratio may be closer to 90%-10%.

I suggest that you categorize your clients into quarters by their importance to you.

Top Quarter. This is where your livelihood resides and these accounts better be served with full attention  to detail and follow-through. Nothing is too much to be asked to do and accomplish for these folks.

2^nd Quarter. These clients are ones that should be top prospects for growth.

3^rd Quarter. Minimize face-to-face activity. Be sure to ask how often they want to see you in person.

Bottom Quarter. Do NOT see these folks face-to-face. Use the telephone and written word to further develop these accounts.

As in European Football, there is always going to be movement between categories. Don’t let the folks in the bottom quadrant drain your time and prevent you from doing what needs to be done for the most important clients you have.

And, look how much time we’ve created! See Morsels 19 & 28 for other ideas on Time Management.

What do you think?

Good Selling to you!

BLOG – http://selllikehellsales.blogspot.com/

SLH Sales System “Morsels” are meant exclusively for non-commercial use by the recipient. No modifications of any kind may be made without the written permission of SLH Sales System. To be removed from distribution list, simply reply accordingly.