SLH SALES SYSTEM SALES TRAINING MORSEL #48

TEMPLATES

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

A “Template” is a repeatable pattern. In Selling, Templates enable us to “leverage language,” making the sales process easier. It makes sense to get to the point as quickly and powerfully as possible. I have no idea why Templates exist but they do and they make our job easier.

There’s a point in the sales process when the “asking” ceases and the “telling” begins. That is, after we understand the Buyer’s problem – the “Needem” – and are ready to present our solution – our Gottem.  It’s the marriage of a Needem and a Gottem - the essence of Sales.

Unfortunately, too many Sellers are exclusively Tellers, which limits real communication. I strive to do the entire Sales process in question form, which can be difficult at first, but through practice, becomes a very powerful skill.

There are two (2) ways to accomplish this – by utilizing Chasers (Morsel #11)  and through the use of Templates.

Chasers are used in the “Tell and Chase” method. The Seller does this by adding a Chaser at the end of a statement. For example – “We can deliver that by 10:00 AM tomorrow. How’s that sound?” Or, “In order to get started all we need now is a purchase order. What do you think?” We present the Gottem/solution and then add the Chaser. How much sense does that make?

The other way is to use Templates and here are my favorites:

What about....?

How about....?

What if....?

Whatever follows the Template is your suggested Gottem/solution for their situation - in question form.  For example – “How about we lock in the four tickets in section 8, row 14?” Or, “What if we start small and go from there?”

So, how about using Templates right now? See how your Buyers react to your ideas on how to solve their problems. Templates are amazing!!!

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 SYSTEM SALES TRAINING MORSEL #47

THE

“SALES SEQUENCE”

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

There has to be order in Sales. Name a profession where this isn’t true. Changing the oil in the car. Going to the dentist. In Apollo 13 when Tom Hanks keeps asking Ed Harris, “what’s the protocol?”

Too often Sellers tell me that they show up and the rest happens naturally – shoot from the hip. Actually, they take the role of “teller,” when being an “asker” makes much more sense.

I always do a role-play when Training called “water in the trench.” The Seller isn’t allowed to mention any gottems – product knowledge – in the exercise. I inform the Seller, “there’s water in my trench.” And ask, “what have you got that can get it out?” The initial move is to suggest a pump of some sort to get the job done. Of course, that’s not allowed, as there can be no mention of gottems. Frustration sometimes builds as the folks attempt to solve this puzzle. Finally, someone asks, “how much water is in the trench?” And, I indicate a thimble-sized amount of fluid. Aha! It becomes clear. Why would anyone need a pump to remove that little water?

Well, the problem is that in our haste to provide solutions for our clients we frequently fail to understand the true nature of the problem. How often do we go, “READY, FIRE, AIM?”

There’s an order to what we should be doing in front of our Buyers. It’s called the “Sales Sequence” and it goes like this:

• Sellers determine questions.
• Questions determine Needems.
• Needems determine Gottems.

Get your selling in order right now. Know what you’re going to ask before you get there and order will prevail.

Ready – Aim – Fire!

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 #46

LISTEN WELL AND

“FOLLOW THE BUYER”

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Every Sales Trainer talks about the need to develop listening skills. Many tips are given to accomplish this – focus on the speaker’s lips, repeat what’s being heard, take notes while conversing, etc.

I’ve found that improving listening skills goes hand-in-hand with asking the right questions. We talked about the importance of using “Protocols” – a prepared set of questions, in Morsel #17. Protocols enable us to focus on what the Buyer is saying. Asking the right question liberates us to listen better. 

Many factors go into conversing and truly comprehending what is being said – physical location, nature of the discourse, relationship with the people involved, whether people are happy, sad, or angry, etc. We need to be able to “mental multi-task.” Every time a Buyer says something, we have to make a split-second decision. Do we continue asking the questions we wanted to ask or do we “follow the Buyer,” and ask questions relevant to where the Buyer is taking the discussion? This has to happen at the speed of sound and needs to be smooth and flawless, which can only be done with practice, preferably through video-tape role-play.

When we use Protocols, we “ask and then listen.” When we follow the Buyer, we “listen and then ask.”

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 SYSTEM SALES TRAINING MORSEL #45

WHAT IT TAKES TO BE A

SALES MANAGER

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Being a Sales Manager is tough stuff.  Sellers often view bosses as obstacles to their efforts. A Sales Manager’s job is reminiscent of a parent – trying to maintain control while yielding little bits of empowerment without necessarily providing justification. A good Manager can provide guidance, support and valuable lessons as our professional leader.

Unfortunately, Sales Managers frequently turn into a “Results Manager,” merely tracking what is generated, either rewarding or scolding the effort. It’s a shame because Sales Managers can actually drive business while training Sellers to be more effective.

Becoming a Sales Manager can be the result of a circuitous route. Or, it can be as simple as being the best Seller – kind of like the last man/woman standing. This may look good on paper but the skill-set for a Manager is very different from a Seller. They must be able to lead, guide, support, teach, cajole and nurture. Simply put, I believe the most important job is to make their Sellers better than he or she found them.

There are four (4) things a Sales Manager can do right now to make this happen:

1. Implement video-tape role-play in Sales meetings.

Sharpen the sales skills of your Sellers. Work on a different aspect of sales each week – cold-call, dormant account call, follow-up, asking for referrals, negotiation, etc. Video (or audio) tape this work and then review.

2. Establish Protocols.

Shorten the Seller’s learning curve by providing the best questions to ask when making sales calls. Expect these questions to be used and create an environment in which Sellers are encouraged to make improvements to the Protocols.

3. “Ride-Along” and “Sit-Beside.”

Ride with your Sellers – and don’t say anything during the sales call! Let them do the work. If it’s a telephone-based operation, sit beside them when they’re making phone calls. Better yet, audio-tape their end of the conversation (only) and then review.

4. Reach out to each Seller’s top ten (10) clients.

Show up and show you care. Ask how satisfied they are with the service being provided by your company and Seller. Ask what can be done better – and then do it.

Always be nice to your Sales Managers. They will take a hit for us. They support us in front of upper Management. They are a tremendous asset to us. There ought to be an “Appreciate My Sales Manager’s Day.”

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 SYSTEM SALES TRAINING MORSEL #44

LUCKY BUM!

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Luck can be defined as things that can’t be controlled.  Sometimes, the results are good – known as good luck. Sometimes bad – that’s right, it’s called bad luck. Either way, luck can play a major role in our sales results.

When was the last time the phone rang and the caller was someone you neither knew nor had done business with in the past? After a brief discussion you hang up with a significant order. This is good luck. (And how many of us go to our Manager and admit that the order is really just good luck?!). Or, sometimes the deal you’ve been working on for what seems like ages, suddenly falls apart with no explanation given. This is bad luck. Hopefully, the good and the bad luck even out through our long and illustrious Sales career. In talking to Sellers, I’m told that approximately 30% of what they generate is a function of good luck – inheriting a good territory, a competitor's screw-up, etc. Nice work if you can get it, indeed.

The vast majority of Sales Managers emphasize results instead of the process.  The danger of this can lead to misjudging a Seller’s skill-set.  For you golfers, this is the equivalent of hitting a shot dead-right, have it hit off a house, then a 1958 Chevrolet and plop down eight feet from the pin!

I think that Managers and Sellers put too much emphasis on the results and not enough on the process. When Tom Lehman was appointed to Captain the Ryder Cup Team he sought out the legendary John Wooden for advice on how to build a winning team. Wooden’s advice – focus on the process and the results will follow.

We can make our own “Sales luck” by asking the right questions, adding-on every time, asking for referrals, timely follow-up, etc. Don’t let the numbers fool you because they can be misleading. We need to focus on the process as well.

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 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.