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.

SLH SALES SYSTEM SALES TRAINING MORSEL #57

DON’T BE A

“YEAH-BUT”

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

What was the last thing you changed about the way you sell? Most Sellers have to think very hard and long to honestly answer that one. I’ve found that folks change only when forced to – and, that’s a shame.

Most Sellers with whom I work don’t want to be in the training room. There are a million reasons to be negative about Sales Training and I’ve heard my fair share over the past 17 years. Lots of Sellers come down with the “training flu” at curious times. Believe me, it’s not hard to identify the “dark clouds”  dressed as Sellers.

Why do people get “stuck?”  Why do we figure that “we know it all?” Why all the push-back? What’s the down-side?  What can we gain by at least considering change? People get weird when confronted by change. And, very suspicious.

If someone asked why you sell in a particular way and your response is, “because I always do it that way,” you may be a candidate for a brand-new mirror. Take a look and ask yourself , “how much better can I be and how much real work will it take to get there?

Now, about being a “yeah-but.” These are folks who agree with you... but, really don’t. Their intent is merely to shine you on and then go into defensive mode about what they think and do. Everything they say preceding the conjunction, “BUT,” is thrown out the window – it doesn’t count and is neither respected nor considered. What follows the BUT is really what they mean. At the very least, these folks could say “yeah...AND...” This shows a modicum of respect for the other person’s opinion and may lead to real consideration of an alternative way to do things.

I think people need to consider what they normally don’t. It takes tremendous effort but the results can be amazing. Perhaps it proves that your methodology is sound and makes sense. Or, that you gotta do something different – right now. We learn about life and ourselves by simply considering alternatives.

Go ahead and make a commitment to make a change this week – no, today –  about the way you sell. After all, what are the odds that no matter what you’re doing, it’s the best it can be done?

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 #56

WHY BE NEGATIVE

WHEN WE CAN BE POSITIVE?

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

If you’ve ever witnessed Little League Baseball, you’ve seen a perfect example of how subtle, yet powerful, words can be.  As the player steps into the batter’s box, how often do you hear the coach say, “don’t swing at a bad pitch.” The kid actually hears, “DON’T.”  How much more affective would it be for him to just say, “hit the ball hard?” Or “DO something good?” It certainly seems that would be a much more productive instruction.

We have to be so careful about what we say. Once it’s out there, there’s no getting it back. If you’ve ever said anything and immediately thought, “ruh-roh,” then you know what I mean. And, those become very big things – ask any politician. 

There are many opportunities to be positive every Selling day.

Instead of asking:       “What’s holding you back from placing an order?”

We could ask:             “At what point do we move ahead?”

Instead of asking:       “What obstacles are there in this deal?”

We could ask:             “What would have to happen to move ahead?”

Instead of asking:       “Why wouldn’t we proceed?”

We could ask:             “How ready are you to proceed?”

Instead of asking:       “Besides you, who else will be involved in the decision-making process?”

We could ask:             “In addition to you, who else is involved in the decision-making process?”

Remember that “How about..?” is the same as “Why not...?” Except a lot more positive and incredibly stronger!

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 #55

THE “THIS-OR-THAT”

THE FORCED-CHOICE OPTION

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

We’ve talked about how an open-ended question “invites” an expansive response. Using “WHAT, WHY or HOW questions (Inviters) makes our jobs easier and more successful. At the same time, we know that closed-end questions work in the opposite direction. Using the words – CAN, DID, MAY, DO, etc., (Shutters) “shuts down” the sales process.

There is a third (3^rd) type of question that I call a “ThisorThat.” Sometimes its called a “forced-choice option.” ThisorThat questions guide, shepherd, nudge and sometimes force the Buyer/Listener where you want them to go. These are very useful, but like almost anything else, should be used only when appropriate and in moderation. Too many of these  can sound like a private detective or District Attorney.

When used properly, ThisorThats give people a choice between two (2) options, both of which help get closer to a clear understanding of the Buyer’s situation. It can almost be assumptive in nature. ThisorThats can be used near the end of the sales process, sometimes even to ask for the order, e.g.

·         Would you prefer delivery on Tuesday or Wednesday?

·         Do you want to pay cash or with credit?

People will often tell me that “there have been changes in my company” and I’ll ask:

·         Is that a good thing or bad thing for you?

The only time I use Shutters is with this type of question.  Instead of a yes or no, it gives the Buyer specific options.

When it makes sense, start using ThisorThats – another questioning tool that helps determine Buyer’s needs.

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 #54

ARE SELLERS BORN OR MADE?

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

Ask people on the street this question and the majority will say “born.” We’ve all heard that someone is “a born salesperson.” So what justifies this expression? What is it about Sellers that makes people think that they’re born?” After all, how many people contend that lawyers are born? How about doctors? What about an actuarial? Or, butchers? No one would ever say that these folks were “born to it.”

Now, ask Sellers what they think.  Are they born or made? The answer will almost always be “made.” Which raises the question - what is being done to “make” Sellers? Although a number of colleges and universities are offering degrees in Sales, it’s usually “on the job” or “in the field” training.

What do Sales Managers look for when hiring? And, what real Training occurs once hired? So many Managers and Sellers feel that experience will make them better at what they do. Or, they’ll “learn from their mistakes.” How else can promoting a service manager into sales, providing a company vehicle and a hearty “good luck,” lead to becoming an effective Seller? Actually, this is the least efficient way to learn. We end up working without a net, wasting time and spoiling the possibilities with awful sales calls.

There are number of things Managers can do to help “make” their Sellers better right now (See Morsel #45).

Sellers can begin to do these things:

                      

                       Ask their clients how well they’re being served.

                      

                       Ask their clients what they’re not doing, but ought to.

                      

                       Ask their clients what they’re doing, but should stop.

                      

                       Start audio-taping their phone calls – the Seller’s end only, not the Buyer’s – and then analyze.

                      

                       Start video-tape role-playing sales situations with colleagues.

If indeed, Sellers are made, let’s continue to make good ones.

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 #53

ROUND, ROUND, I GET AROUND

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

I’ve met Sellers who drive more than 50,000 miles annually within their territories. These folks view this as normal and necessary to run their business. But, goodness, that’s a lot of driving – 17 cross-country trips! Our Managers then pile-on by asking, “what are you doing in the office?” It’s as if Selling can only occur face-to-face, or not at all. What’s an efficient Seller to do?

When I ask Sellers in which areas they wish to improve,“time management” is usually at the top of the list. They tell me their days are full. What with paperwork, attending meetings, driving,  making sales calls and putting out fires. Add to that an always-on cell phone. It’s just crazy. An attendant fear is that if we don’t service them, they’ll go elsewhere (more on that another time).

Here are a number of suggestions that might help a bit and might make things run more efficiently.

Ask each client how often they want to see us in their office or on their job-site. Sometimes we get into a “milk route” mentality regarding our territories. Just because it’s Tuesday, doesn’t mean you need to be there. You may be surprised by your Buyer’s answer.

Stop planning your entire day. Just assume that something’s gonna go wrong somewhere and reserve one (1) hour daily just for that possibility. If nothing’s cooking, hit the phones and make follow-up and “dormant” account calls.

Stop enabling your most disorganized client. We all have one (1) account who regularly calls with their “hair on fire.” Handle the problem and then schedule an appointment to help them plan better. You become the beneficiary of their improved organization.

As a result we run our territory. Instead of it running us.

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 #52

HOW MANY WAYS

ARE THERE TO SELL?

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

People make things too complicated. We frequently figure “it can’t be that easy” and then go and make things so complex that heads start to spin. And, of course Sellers are as guilty – perhaps more so – than most groups. I see it at every Sales Training I do. Too much thinking can only get us in trouble and I want us to simply “stop it!”

Ask a group of Sellers how many ways are there to sell. Answers are all over the place with most folks answering “hundreds, thousands, too many to count,” and ending up at “infinity.”

Quite a gap, indeed. The reality is that we rarely think in these terms

Most Sellers think that because there are an infinite number of Buyers there must be an infinite number of ways to sell to them. This belief is supported and perpetuated by traditional Sales Training which focuses on the Buyer, their thinking and what they might do. This methodology pushes the Seller to “step into the Buyer’s mind” during the sales process. In other words, “what would we do in the Buyer’s position?” Unfortunately, this mind-set asks the Sellers to project – or worse, to guess – what’s going on.

Those who say there’s only one (1) way figure it’s trick question. But it’s not. There may be an infinite number of Buyers but there is only one (1) way to Sell. That way is to determine the Buyer’s Needem and then marry it to our Gottem. Furthermore, I want us to stop trying to sell. Sales is a race to need. We should be more concerned with the Buyer in front of us and what they want. If asked properly, they’ll tell us exactly what motivates them and what they need. No guessing required. 

Stop thinking and start asking. It’s the simplest rule in the book!

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.