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.