SLH SALES SYSTEM SALES TRAINING MORSEL #51

DON’T DO IT

PART 2

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

I’ve been thinking more and more about what happens when Sellers get in front of Buyers. What do we say and what don’t we say? What do we really mean? How many of us have a plan? How often do we actually implement that plan? How often does something new or unexpected throw us off our game? What impact does pressure have on our performance?

This is a continuation of  Morsel  #42, dealing with questions not to ask. Here are number of things that Sellers say but probably shouldn’t:

WE SAY THIS: Can you make the decision or is it your boss?

WHAT WE’RE  REALLY SAYING: This guy can’t possible pull the trigger on this deal.

WE SAY THIS: I don’t think we can do that.

WHAT WE’RE  REALLY SAYING: Our company can’t do that. And, there are probably a number of other things we can’t do. Perhaps I should be quiet now.

WE SAY THIS: I really need to take this call.

WHAT WE’RE  REALLY SAYING: Someone, or something, else is more important. On the other hand, maybe I should leave my cell phone in the car next time.

WE SAY THIS: I was just driving by and I thought I would stop to see if you need anything today.

WHAT WE’RE  REALLY SAYING: I don’t have anything better to do. And, you’re probably not that important, anyway.

WE SAY THIS: What can I do to get the business?”

WHAT WE’RE  REALLY SAYING: I border on pathetic. I’m just looking for a commission. Please throw me a bone!

WE SAY THIS: I know you’re busy so I’ll only take a few minutes.

WHAT WE’RE  REALLY SAYING: Maybe I’ll get lucky and hit a quick order. Or, it’s too hard to determine what I can do to make their job easier.

WE SAY THIS: The major reason for the price increase is because our costs have risen.

WHAT WE’RE  REALLY SAYING: We’ll just pass it on. Or, I’ve got problems you can’t begin to understand. We may want to appreciate that this Buyer is, in all likelihood, the low bidder on the project. As if they are concerned about our problems.

Remember that once something is said, it cannot be retrieved. Know what you’re going to do, say and ask before you get there.

What do you think?

Good Selling to you!

Thanks to Chris Gerondale, Andy Dolich and Rick Linsdey for their input.

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 #50

SOMETIME’S IT’S ON US

JIM OLSON

EDITED BY

DAVID RUBINSTEIN

A good friend of mine shared this story with me the other day. He was playing golf at one of the nicest country clubs in town. He had the round of his life going – two under at the turn.  On the 10^th hole, he hit his drive in to the trees.  From there he pitched out and found his ball in a fairway bunker. He took two shots to get out of the bunker and got to the green in five.  From there he three-putted for a quadruple bogey. After that his round was shot. He proceeded to tell his caddy all the things that went wrong and how he couldn’t get a break. After hearing the excuses and the results of bad luck, the caddy asked, “Why do you think the scorecard has a very small box to write your score?” My friend, puzzled, waited and then the caddy said, “Because no one cares how you got there, they only want to know the score.” In other words, just zip it and play better! (He figured the tip would be very small anyway!).

How often do Sellers blame their lack of sales on Marketing? “If only marketing would spend more money!” “Marketing doesn’t promote the right message.” The excuses go on forever. On the flip side, how often do Sellers credit Marketing when sales exceed expectations? Either way, Sellers need to focus on selling.  Both must understand the marketplace and the demand for the product/service. Both must communicate their respective goals and challenges. When each department understands what the other is trying to accomplish, they can work together at a higher level. 

However, there are times when Marketing and Sales may not be on the same page. For example – the Marketing department may be executing a branding campaign that has nothing to do with selling a product. There is always the hope that increased brand awareness will drive sales, but that’s not the sole purpose. Sellers control their skills, the time they spend practicing, how they use their time, etc. They won’t always control marketing, R&D, pricing and much more. When this happens, Sellers must separate themselves from the positioning of the product and focus on what they control – Selling. 

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 #49

QUESTIONS WE RARELY ASK,

BUT PROBABLY SHOULD

DAVID RUBINSTEIN

EDITED BY

JIM OLSON

How many times have you left a sales call and said to yourself “why didn’t I ask that when I was in there?” Or, after a meeting de-brief, kick yourself for the same reason?

Consider the following as part of your “New Year’s Sales Resolutions.”

Many Sellers make in-person sales calls a priority when it makes more time-management sense to do the call on the phone. We can do a bit of qualifying on the phone and then, if appropriate, use...

“How much sense would it make for us to meet in person?”

There are times when I feel like I’m “working too hard” on a call. I can take a breather by asking...

“What questions do you have for me?”

I believe that asking this at least one (1) time every call makes all the sense in the world. It allows us to confirm that what we’re hearing is what we’re understanding. And, vice versa...

“What do you mean?”

To make certain you can sell in the best possible environment, and to extend respect to the Buyer, ask either of these at the top of every phone call...

          “Is this a good time or bad time to talk?”

“How convenient is it to talk now?”

Try this for in-person sales calls...

“How much time do we have today?”

If you don’t know someone, asking for a cell number can be sketchy. Try this...

“What’s the best number to call when she’s not/he’s not/you’re not in the office?”

Always establish a “next step” in the Sales process that you can control...

          “When do you want to hear back from me?”

“What’s my next step?”

“If I don’t hear back from you first, when I should be in touch?”

To determine – and/or – confirm the decision-making process...

“In addition to you, who else will be involved in making the final decision?”

When asking for the order...

          “At what point will you be able to approve things?”

When you’ve just about “had it” and are uncertain whether it makes sense to continue with this prospect...

          “If you were me, how much more time should I spend pursuing this account?”

          “ From 0-10, what is the likelihood that we’ll be able to make this happen?”

Here’s a great question near the end of a sales call. Be ready for a very interesting response.

          “What one (1) question should I have asked, but didn’t?”

In general, begin asking one (1) more question than you normally feel comfortable asking. Like any change, it will feel strange at first, and then begin to feel very comfortable.

That’s it for 2011. Hope it’s been a super Selling year for you. Talk to you in 2012.

Have a warm and wonderful remainder of the Holiday Season.

How’s that sound?

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 #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.