SLH SALES SYSTEM SALES TRAINING MORSEL #43

NO HARM, NO FOUL!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

How many of you are tired of non-responsive prospects? We call and leave messages – nothing. Sometimes, we’ll connect and be told to call back in “a couple of days.” More nothing. It’s incredibly unprofessional and unnecessary. Just let me know you’re not interested and I’ll move on – I promise. Unfortunately, it doesn’t happen this way and I just don’t get it.

So, help ‘em out by giving ‘em and out.

When I’ve truly had it, I send a “no harm/no foul” note -- one in which I beg to be let go. This is not a disingenuous trick. It really is meant to bring things to closure and it goes like this:

Steve,

Hello and how are you?

When you have a minute, please let me know what you’re thinking about the Sales Training. I remain excited about working with your Sellers and you. On the other hand, if you choose not to proceed, no harm/no foul – just let me know. If it’s the former, let’s get started. If it’s the latter, I greatly appreciate your interest and time and say “good-by” for now.

How fair is that?

Thanks.  David. 415.455.9955.

You reserve the right to reach out a later date. But, you’ll be amazed how quickly you’ll be able to clear that back-log of indecisive prospects.

Remember, time management is one of a Salesperson’s greatest assets. Stop wasting your time and move on.

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 SYSTEM SALES TRAINING MORSEL #42

DON’T DO IT

QUESTIONS THAT SHOULD NEVER BE ASKED

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Never leave a birdie putt short. Never leave a runner on third with less than 2 outs. Never lead with your chin.

I believe that most Sales questions are good questions and only a limited number of questions should never be asked. Here are my absolute never, ever ask questions:

·        “What can I do to get an order?”

·        “What do you like about your present vendor?”

The former question is asked by the “lazy guy,” one who expects to land business just by showing up. It’s so much about himself and not the Buyer – imagine if it was that easy. What does it say about the possibility of building high-caliber working relationships? How could we ever be secure with our own clients? Instead, go with an “Igniter Protocol” that delves into the real needs of the Buyer. Develop the ten (10) best questions – about them – and go with it.

The latter question – which I call the “death question” -- is as thoughtless as they come. Again, the Selling bar is lowered but the ramifications are greater. Why would any Seller want to hear what a non-client has to say that’s positive about their competitor? Just assume the answer is:

·        “Their service is great, their pricing is super, twice a year they take me to Pebble Beach and the rep is my first (1^st) cousin. What do you want?

Unfortunately, this same thoughtless Seller continues with:

·        “What don’t you like about your current vendor?”

How low is this? Don’t sell negatively – it’s neither nice nor right. It will come back to bite you. Instead go with these:

·        “How satisfied are you with level of service you’re receiving from your present vendor?”

·        “What one (1) thing would you improve about the level of service you’re receiving?”

Stick with the questions that help you identify the Buyers’ needs and you’ll be just fine.

How’s that sound?

Good Selling!

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 SYSTEM SALES TRAINING MORSEL #41

DEALING WITH OBJECTIONS

PART 4

DEAL WITH IT!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Okay, we screwed up – maybe – and it’s now time to “deal with it!”

First, take a step back just to make certain of what happened and to confirm that we’re at fault. Begin with...

·        “What happened?”

And, you did it – or at least someone in our company did. Immediately say – “I’m sorry.” Because it’s true and it’s right. Then:

·        Explain why it happened.

·        Ask – “What needs to be done to make things right?”

After clearly understanding what needs to be done, we “deal with it” by introducing a solution:

·        “This is what we can do and this is how it remedies the situation.”

Be sure to use a Chaser:

·        “How’s that sound?”

It is extremely important that while “dealing with it” and providing a solution that we determine whether there are opportunities to continue doing business (by using the “perfect world” technique) in the future.

·        “When this is behind us, and if you’re completely satisfied with the result, what is the likelihood that we can continue working together?”

To conclude the discussion of dealing with objections, remember that we have options:

·        Ignore it!

·        Remove it!

·        Perfect world it!

·        Deal with it!

Use these methods to remedy problems and to create the strongest possible relationships with our clients.

What do you think?

Good Selling!

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 SYSTEM SALES TRAINING MORSEL #40

DEALING WITH OBJECTIONS

PART 3

PERFECT-WORLD IT!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

It’s time to deal with objections, again. Remember, these are techniques in dealing with objections. No solutions have been presented to the Buyer yet. So far, we’ve learned how to “ignore it” and “remove it.” Now, we’re going to take the Buyer on a little trip.

Dealing with objections requires a clear head while being bombarded by the Buyer. We are back on our heels, trying to stay composed while thinking that this is probably not our day. So, take your Buyer to a “perfect world,” where there are no problems at all – certainly none caused by your company or you.

Suppose the problem was caused by the Accounting Department. Three (3) months in a row, the billing has been screwed-up and the client is steaming. After listening and “taking it,” try responding this way:

·        If we could set up a streamlined paper flow with double-checks in place, how would that be?

·        What if we appointed one person on our end to coordinate with the folks on your end before the paperwork arrives?

·        In a perfect world, what would have to happen on our end that would make the flow of paper easier on your end?

In each of these responses, we’ve gone to a “perfect world,” one where all is peaches and cream and all is in order. Of course, nothing has been resolved yet but we’ve allowed the Buyer to share their perfect solution with us. The pressure is gone and the Buyer is participating, not merely complaining and losing it.

We can even take it to the next step by asking:

·        “If I can do that and I'm not saying whether I can or will, what’s the likelihood that we can continue doing business?”

No promises have been made. It’s all conditional at this point. And, that’s the beauty of traveling to the “perfect world.”

What do you think?

Good Selling!

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 SYSTEM SALES TRAINING MORSEL #39

DEALING WITH OBJECTIONS

PART 2

REMOVE IT!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Welcome back to the world of dealing with objections.

The last Morsel dealt with the “Ignore.” Another technique enables us to “remove” or “take-away” the objection.

You go to the theater for that show you’ve been wanting to see for months. But, traffic is brutal, the seats are incredibly uncomfortable, the air conditioning isn’t working and you have trouble hearing the actors. But, besides all that, you loved the show!

The key here is the use of the word “besides.” It is incredibly powerful and can make the world of dealing with objections seem like a beautiful place.

Remember, though, this technique doesn’t resolve the problem. It provides “short-term relief” for us while we try to figure out how much trouble we’re in while searching for a possible solution.

How much sense does that make?

Good Selling!

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 SYSTEM SALES TRAINING MORSEL #38

SOMETIMES WE CAN’T OVERCOME ‘EM

BUT WE CAN ALWAYS DEAL WITH ‘EM

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

I hate it when Buyers object. Why can’t they just be reasonable and do what I want them to do? Lawyers should object, not our Buyers. It just makes sales so difficult.

In getting started, a couple of things need to be cleared up. It’s really not “overcoming objections” because sometimes we just can’t overcome the objection. Sometimes we can do it right and not get the results we want and other times we muck our way through it and still get the business.

So, where does that leave us? We have to deal with the objection.

To begin with, we have to recognize the objection as quickly as possible – Price, Past Performance, Present Vendor, Resistance to Change – Morsel #37. There are four (4) ways to react to – deal with – the objection. It doesn’t matter which you use first or last. Just know these methods are at our disposal.

Things to remember:

1. The Buyer is right.

2. We were the cause of it.

3. We don’t always have to overcome the objection to get the sale.

Here is the first (1^st) of four (4) ways to deal with objections.  Remember, none of these techniques resolve the problem. These help in understanding the situation and deciding what to do next.

IGNORE IT!

This is the simplest course of action. Imagine a Buyer going off because something was delivered late or the paperwork was wrong or for any legitimate reason at all. I am not minimizing a Buyer’s complaint. They could be absolutely right – we did screw it up. It’s just that we have the right to ignore it – at least temporarily.

When I worked for the Oakland A’s back in the 1980s we were absolutely mediocre. From 1982 through 1986, the club was sub-500. 1987 was a 81-81 Team. The real problem was that we just didn’t suck enough! If you lose for a long, long time, you become lovable – see the Chicago Cubs. If you’re amazingly bad, you’re the New York Mets. More A’s losses would have elicited sympathy for the Sales guy. But, no.

So, I learned to “ignore it.” I chose not be dragged into a discussion about how boring we were. I changed the subject. I talked about our fabulous promotions, the weather, anything else. I grew to love the off-season because we were “undefeated!” I talked about the new uniforms, the new players – anything but reality.

One of the benefits of the “Ignore” is that we “don’t go down the toilet bowl” as the Buyer continues to berate us, our  company, our family and friends. We are silently screaming “enough already!”

Of course, ignoring it solves nothing – yet. Stay tuned.

What do you think?

Good Selling!

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 SYSTEM SALES TRAINING MORSEL #37

WHY THEY DON’T BUY

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Ask 10 Sellers to come up with the number of reasons for Buyers not buying and guess what you’ll get? More than half will say “about a million.” A couple will figure it’s a trick question and say “one.” One smart-aleck will say “73.” Nothing uniform, that’s for sure. And, without knowing ‘em, how can we be expected to deal with ‘em?

My Sales Training experience has shown that dealing with objections is more perplexing than almost any other challenge Sellers face. Furthermore, most Sellers try to deal with these objections by “telling” their way out of it. Which frequently leads to trying to “I believe” their way out. The result is neither  satisfying nor effective.

So, why don’t Buyers buy?

There are actually four (4) reasons that explain this. Each is generic in scope, applying to all industries and products. I believe this quartet covers more than 95% of the reality of not buying.

·        PRICE. And those things financial. It can be as simple as “your price is too high.” Or, “there’s no remaining budget for this buying cycle.” Or, “it won’t fit in the budget.”

·        PAST PERFORMANCE. Otherwise known as the “We screwed up” objection. This Buyer, or their company may have used us in the past and something happened – bad delivery, a breakdown, a bad experience with accounting – you name it – something happened. Amazingly, sometimes we suffer because that Buyer thought it was us and it really wasn’t. Or, they used a company like ours where their experience was bad and we suffer for it. It just ain’t fair!

·        PRESENT VENDOR. What we’re selling they’re getting from another vendor. They are either loyal to another brand or company – or to both.

·        RESISTANCE TO CHANGE. Sometimes folks just don’t want to change what they’re doing. People get “dug in” and won’t move regardless of the wisdom of moving – it’s easier to do nothing than something. This is also known as the “path of least resistance.” For example, my golf group never plays on Thursdays and I asked why. The answer is “because we never do.” Oh!

Take the simple route in Selling. Listen well to your Buyers. With the right questions, they’ll tell you which objections are in play. The next step is to be able to correctly deal with the situation.

In our next Morsel we’ll look at our options and the best techniques in dealing with objections.

How’s that sound?

Good Selling!

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.