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.

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.