Is Your Phone Sales Opening a Cliche?

Have you taken the time to think about your telephone presentations lately? 

Many people tell me that possibly the hardest thing to do these days is reach the decision maker. But what happens when you do reach them? Are you making the most of your opportunity? Have you created an opening that makes people want to listen to you and become active participants in the conversation? All too often when I look at prepared scripts, I notice sentences that might look well in a direct mail piece but will either get you shot down quickly or simply won't engage your prospective customer.

Here's two cliched examples: openings that tout money savings or a saving of time and effort. It may very well be the case, but everyone says their product either 1) saves you money, 2) saves you time or 3) makes your efforts more efficient thereby also giving you savings from 1 and 2 as well. Seriously, everyone says it. Doing this actually makes it easier for a decision maker to tune you out - because you're not different from anyone else who calls - and they'll try to get off the phone as quickly as possible.

Let's think about a better way. Why not simply introduce yourself and your company name, make a quick one sentence statement about what your product is, and then ask some questions. Take the opportunity to learn more about your potential customers. In fact, one of the things you might find is that this decision maker is not a potential customer. Isn't better to find that out up front? Isn't it better to learn who you should be talking to or know that currently your products/services are not a good match for a particular organization?

Sit down and review your opening. Make it natural sounding. Avoid tired and hackneyed phrases. Take the time, instead, to become genuinely interested in your prospect. You'll be far happier with the results.

Networking vs. Using the Phone

Anyone who knows me in a professional capacity knows that I am a big proponent of networking. It's important to make connections - they lead to opportunities.

However, it would be a mistake to think that all businesses can grow solely by networking.

Depending on your industry, you may find that the decision makers from the companies that you consider your "best customer" profile, do not attend networking events. (Seriously, I once went to an event for companies that fit my "best customer' profile and the only people there were others who wanted to make connections with these people. NONE of the people in attendance were in the "best customer" profile.)


If you think about it for a moment, you'll realize that's true.

If you've ever held a position that was not in sales, you'll know that most people do not attend networking events as part of their job. They come into work at 8 and leave by 6. Oh, on occasion they might attend a professional event, but that's pretty rare. They don't see or don't feel they have a need for the value of networking.

So what to do to reach them?

In the end, you've got to pick up the phone and call. And yes, that's frustrating.... and yes, it's not nearly as pleasant as talking to people with a canape in one hand and a glass of wine in the other... BUT it's probably more effective.

If you want to increase your business, use your phone for results.

Go ahead, go to the networking events for some human contact - particularly if you work solo - or to build alliances. Increasing your sales revenues? Pick up the phone.

(psst.... Need to know how to do that effectively and efficiently? Check out www.krgcommunications.com or send me a message at info@krgcommunications.com)

Not Being Pushy Shouldn't Equal Not Selling

Once again, misconceptions about selling rear their ugly heads.

It's so fixed in the minds of many that selling equals "pushy" that many people who must sell aren't selling at all. They present their product. They'll tell you what's great about it. Maybe even ask you a question or two but leave it up to you, the prospective customer to take the lead. If the customer has no questions, makes no move to buy, then it's over. Sure, some of them will decide to buy later on, but all this technique does is leave money on the table.


Now I'm not going to advocate "pushy". It really doesn't work effectively as a long term strategy. Perhaps if you are working with a product that people will only need once, you could pull it off. However, if you're hoping for them to buy again - or give you referrals - pushy isn't your best choice.


Going in the opposite direction, isn't effective either. The goal should be to discover needs and concerns through careful questions and listening - discussing the pros and cons. If there are more pros than cons suggest the product/service as the solution.


But here's the kicker. To do this right and to be effective, you've got to practice. You need to know how to do this right. Not just a few meetings with your manager or (and this is really bad) being handed a binder or a pdf file and told to learn it.


You need to practice, you need to DO.


Only that will bring you the confidence, the results and the happy, satisfied customers who do not think you are pushy!




KRG Communications Group: we help you bridge the gap between knowing and doing. (www.krgcommunications.com) How can we help you?

Sales Process: Just as Important as Sales Skills

When most people think about the skills necessary for success in sales, they usually think about the interpersonal skills used to successfully close sales and generate business. After all, selling is all about how you deal with people, right? Well... it's not always that simple.

Sometimes the fault for poor or less than expected sales results lies not in the people skills of the sales or customer care reps in your company but rather the sales process that has been set up. Our processes can trip us up and make it harder for people to say "yes" to us. For instance:


Recently I received a call for a phone company, asking me to change my service. Now I'm always in favor of saving money so I definitely gave a listen. I gave my email address and promised to look over the information. I had a hard time listening to the rep as she appeared to be calling from a very noisy call center.


About an hour later I got a call (again from the noisy call center) from the original rep's supervisor asking for my business. I politely told her I prefer to think about this type of decision first. She offered to call me back in 3 days. The next day, I received her follow up call. No reference to the fact she wasn't supposed to call me for two days. She asked for my order again. Now, at this point, I had realized that this offer wouldn't be a good fit for me. I didn't like the length of the contact. She immediately offered a contract of a much shorter duration. I declined the offer.


Here's why I declined the offer:

• Why can't the first person conduct the entire sales process? Unless you have a brand new person or a very complicated product, there's really no reason for a second person to get involved. It smacks of poor training.

• Why is a "supervisor" calling back? Wasn't born yesterday... I've worked in industries where all the sales reps had business cards that said "vice president". Come on, we know you're the closer. There are smoother ways to handle that. (see my first point above)

• Inconsistency. If you're going to call back sooner, reference that to me. For instance "I know I'm supposed to call you back in 2 days, but I wanted to make sure you were aware of ....."

• Offered concession to fast. If you come down in price too fast, or make any concessions too quickly, it makes people feel uneasy. "What else can they compromise on? Would I have been taken advantage of if I hadn't brought that up?"

And oh yes, get a noise canceling headset...

Obviously, these techniques get sales, but how many sales are you losing? Sometimes, we forget there are human beings on the line with human reactions. We need to be able to walk the line between passive and aggressive in order to achieve our goals. Overly aggressive sales techniques increase the odds that buyers will cancel after the "aura" of the sales environment you're created goes away. For more sales and solid customer relationships, use assertive techniques that focus on your customer's needs.m

Poor sales processes can cost you just as many sales as poor interpersonal skills. Make sure yours are designed to help not hinder.

Sales or Service Success: Listening is Key

I spend a lot of time with inside sales and customer service personnel helping them improve their interpersonal skills in areas such as questioning techniques, reaching decision makers, dealing with difficult people, closing sales and so on. The key to all of it, however, is the ability to listen well.

Studies have shown that we spend about 9% of our time writing, 13% of our time reading, 23% of our time speaking and 55% of our time listening. What's staggering about that is not only do we spend most of our time listening but that we spend double the time listening as we do speaking.


Here are some things to keep in mind:
You cannot not communicate. Even when you are not verbally saying anything, you transmit messages through your non-verbal's. How you dress, your body language, we count on so many visuals to communicate.

Up to 80% of our communication skills are non-verbal. So, when you speak to someone on the telephone, in effect, you're only using about 20% of your skills.


In my work in inside sales and customer service training, I've used the phrase "Communicating Blindfolded". It's a good analogy. Think of phone work as being given a blindfold. You can hear - but you can't see. You don't have a choice, you must listen.

I consider listening to be one of the three legs of the communication stool we sit on when we communicate over the telephone. The other two are words and voice. When I began in inside sales, I only considered these last two - but the more time I spent in these activities the more I came to realize that I can never truly be effective - never really reach my potential - unless I acknowledge the need for, improved and used my listening skills.


One of the greatest obstacles to good listening, particularly over the phone is that meanings cannot be transferred from one mind to another - only words can be transferred. The challenge here is that you, as the receiver of the message, attach your own meaning to the words I sent you. This is why I'm a huge fan of using clarifying questions when I speak with someone. Just because I attach a particular meaning to certain words or phrases, doesn't mean that someone else does. Regardless of the stage I'm in the sales or service process, I need to make sure that I understand what you mean and that you understand what I mean. 

I do this by focusing only on the task at hand: listening.

Listening is affected by what's called "selective attention". This is almost as a survival technique because I can't' possibly listen to and process every sound I hear. have to use selective attention in order to listen actively - and that means I have to stay in the moment. I can't let my attention wander. If I'm on the telephone, I don't yield to the temptation of reading email, trolling the news sites online or reading that report on my desk, all while "listening" to you. Can't be done.

Remember my mantra: Multi-tasking is the enemy of good listening. 

Listen well and all will be well. 

Overcoming False Objections (part 2)

psst....... If you want this to make sense, read "Overcoming False Objections (part 1) first.,



In order to effectively handle these "false"objections, break down your response into parts. First, treat the objection as if it were real. This means that you will listen, paraphrase and clarify the objection. For example, the woman who needs her husband's approval can be casually asked why he doesn't want you to do this. "I respect that. Tell me, Sarah why would James prefer you not get involved with/ purchase this product/service?" This gives you the opportunity to learn more. Follow up as necessary.


Your gentle questioning should yield you enough information to make your case more effective if this isn't a "real" objection. Never be flip or cast aspersions on the decision making process: "Oh come on, you mean you can't make up your own mind about these things? Sometimes you just have to override him." In the case of the boss not wanting to upset his assistant, you wouldn't want to say: "You're the boss. Who's in charge here?" (and yes, I've heard these responses). You would say "I understand. It can be uncomfortable changing our routines. What could make her more comfortable about this process?"


When someone needs to talk to the boss about it, find out if you can present to the boss. Don't be surprised if the answer is no. This can be a sign of a false objection. Regardless, treat the objection at face value. Find out what is important to the "boss". Make your contact as comfortable as possible: "Knowing your boss as well as you do, where do you think his concerns will be?"


Generally speaking a false objection falls under its own weight. Do not call them on it. Always let a person save face. If you back them into a corner, if you make them feel uncomfortable - if they feel you have disparaged their situation in any way, your buyer will simply stonewall you. That's simply human nature. All the same, don't let that happen. People's responses should always be treated with respect and dignity. Clarify concerns and explore their situations.


Regardless of the objection, make your buyer feel at ease with you. Overcoming objections can be challenging at times but it's always instructional and it always an opportunity to learn more about an individual's needs and motivations. In the end, it's simply understanding human behavior.

Secondary Sales Goals

A successful inside sales call has many components. The exact components making up the call will vary depending on the result you want.  First, you'll need to determine the goal of the call.  What is your ultimate goal? The usual answer is the sale. Then take the time determine your secondary goal. If you don't get the sale, what do you want to leave with? Often a sales rep will say that the only goal of the call is to close a sale. That’s a good goal, but many sales, particularly in the B2B arena, are not closed on the 1st attempt.


Not having a secondary goal will leave the inside sales rep and the telephone conversation muddled as well as make it more difficult to ultimately obtain the sale. Therefore, a sales rep must always ask themselves before a call “What do I want to get out of this. If I can’t make the sale in this call, what do I want?” Here are examples of secondary goals:

• Discovering the “real” decision maker or other influencers
• Finding out the “real” objections for not purchasing
• Learning the needs and wants of the potential buyer
• Scheduling a call back for a specific time

All are valid pieces of information you will want to further explore a potential sales opportunity. Decide on your secondary goals - they will help you find your way to your primary goal, the sale.

What Do I Do?

I like to use this blog to help and educate others not to promote myself. However, I do feel that I should - from time to time - review what I do and how I can help others (individuals and organizations) to succeed.

So, here's a run down. My contact information is:

Call: 973.709.1252
Fax: 973.709.1818
website: www.krgcommunications.com
Email jkirby@krgcommunications.com 

twitter: @thejoannkirby

 

Find me (Jo Ann Kirby) on LinkedIn as well.

Here's a brief rundown of some of the services offered by KRG Communications Group:

Inside Sales/ Customer Service Training and Consulting

• Training:
• Telephone Techniques/Etiquette
• Sales skills
• Customer Service Techniques
• Leadership and Management
• Supervisory skills:coaching and counseling for improved performance

Consulting:

• Interviewing/hiring
• Script/Presentation development
• Quality assurance procedures
• Development of metrics for performance expectations

I also teach public speaking skills. (private sessions)

Be the Best that You Can Be! 

I can help with that.

Make Time to Review: Opening Your Inside Sales Call

Time for a Review:

Have you taken the time to think about your telephone presentations lately?

Sometimes it seems as though the hardest thing to do  is reach the decision maker. But what happens when you do reach them? Are you prepared? We can get so used to being shot down or listening to voice mail box instructions that when we actually do get a decision maker on the line, we get all tongue-tied. 

The best way to avoid that is to plan your opening in advance. Write it down. Create an opening that makes people want to listen to you. Avoid writing a prepared script that sounds like a direct mail piece. All too often when I look at prepared scripts, I notice sentences that might look well in a direct mail piece but will either get you shot down quickly or simply won't engage your prospective customer. You've gone through so much to get to a decision maker, make sure that you are making the most of the opportunity.

Here's two examples of less than stellar openings: openings that tout (1) money savings or (2) a saving of time and effort. Either of these may very well be the case, but everyone says their product either 1) saves you money, 2) saves you time or 3) makes your efforts more efficient thereby also giving you savings from 1 and 2 as well. Seriously, everyone says it. Doing this actually makes it easier for a decision maker to tune you out - because you're not different from anyone else who calls - and they'll try to get off the phone as quickly as possible.

Let's think about a better way. Why not simply introduce yourself and your company name, make a quick one sentence statement about what your product is, and then ask some questions. Take the opportunity to learn more about your potential customers. In fact, one of the things you might find is that this decision maker is not a potential customer. Isn't better to find that out up front? Isn't it better to learn who you should be talking to or know that currently your products/services are not a good match for a particular organization?

Sit down and review your opening. Make it natural sounding. Avoid tired and hackneyed phrases. Take the time, instead, to become genuinely interested in your prospect. You'll be far happier with the results.

Successful Service? Go with Your Heart

Wheresoever you go, go with all your heart.    
Confucius
 

In short put your heart and soul into everything you do, This applies to sales and service jobs. Particularly if you communicate with your customers or prospects by telephone. The person calling you at the end of your shift should/must feel just as taken care of as the first person you spoke with that day. Maybe it's 5 minutes until your break and the last thing you want to deal with is a customer with a problem. You do it anyway. After all, one: it's your job and two: your job is to help the people who call in. They don't know your schedule. They just have a problem that it important to them. They're counting on you to help.

Go with your heart. Treat the inconvenient calls with the same patience and skill you give to the others. Trust me, you'll feel great about your job. If you like to help people out, sometimes it's inconvenient for you but if you stop and think about how it was probably pretty inconvenient for the customer to have a problem with your product or service, you can end your day in a great mood.You helped someone out. Shouldn't we be doing that anyway in our lives?

Go with your heart.  It's a process that keeps giving back to you.

Let a "Mirror" Help You Build Rapport

Here's an effective but often overlooked technique that can help you build rapport:

Building rapport is essential for ongoing customer relations. We want to build trust in ourselves and in our company and products. Traditionally, rapport building is done with some small talk. However, I’m not a big fan of small talk with someone you don’t already have a relationship with. Some sales reps can seem overly friendly and it backfires. It can actually lead your prospect to distrust you. People tend to think, “Why is this person calling me? I don’t know them.” They’re already thinking about ways to get rid of you.

The best ways to rapport is by having a professional manner, being helpful not pushy, being conscious of the time constraints of the customer.

We can also build rapport using a simple technique called “mirroring”. People are most comfortable with others they perceive to be similar to themselves. In person, we do this through body language. Have you ever noticed in some situations two people are mirroring their body language? Often this is unconscious – but many sales people do this consciously as well. When you are speaking on the phone with someone, you can make a conscious effort to mirror as well. How do you do this? After all, they can’t see you. The answer is in your voice.

We want to subtly but not explicitly imitate the vocal qualities of the person we’re speaking with. Generally speaking almost any element of your voice can be “mirrored”. If the customer speaks quickly, speed up your voice to match. If they speak slowly, slow down. Some people will suggest you also try to match their regional accents, however, I don’t recommend doing that. You need to have a really good ear to pull it off. “Mirroring” an accent can sound like an affectation or worse. People may think you’re making fun of them. That’s no way to build a relationship.

You may also notice yourself mirroring vocal patterns. That's good, too. Mirroring some one's vocal preferences will help them feel more comfortable with you. They won't consciously think "why?" but it will put them more at ease.  That ease can help build trust - which translates into all sorts of good outcomes - for both you and your prospect or customer. 

Improve Your Sales Results: Focus on Feedback

Selling is very different from many types of jobs. One very important reason is that selling is a behavior. It's not a task like keyboarding or knowing how to use Excel. Selling requires us to use our interpersonal communications skills in order to achieve our goals.


In order to use our skills to the best effect, you need to be completely comfortable using them. Being completely comfortable requires more than just writing out your presentations. You need to actually practice it. This means role playing.The best way to become comfortable with any skill is to practice it until you master it. Offer to partner with co-worker - use the buddy system to help improve both your skills sets. Role play several times other a period of several days or weeks. Don't do it once. It's the repetition that helps you feel comfortable.


Don't be afraid to ask for a critique.Feedback is crucial to the process. Often we are too close to be able to accurately judge how we are doing. Don't assume feedback is negative. Ask your partner: 

• What did you like? 
• What was good but could be better? 
• What needs improvement? 

You'll notice that we took 3 steps in this feedback process. First, it's important to know what you are doing right. It gives you something to build on. Second, you want to make sure you are mastering the skill - not just going through the motions. Third, you need people to be honest enough with you to be able to tell you what areas you really need to improve. Create a plan of action for yourself based on this feedback. Think about it, practice it on your own. Use it in your sales presentations. After a few days, ask your buddy to role play with you again. See where you've improved. Repeat this process over time to see real improvement. 

I also recommend recording yourself for self-evaluation. Sometimes, hearing/seeing yourself is the most effective method for change. 

When you master a skill, the comfort level comes with it. It becomes easy to use because you've taken the time to master it. Simply attending a teleclass or a seminar won't increase your comfort level for questioning sequences by themselves. Leaving the class with a resolution to practice and use your skills - put yourself on a course of self-improvement until you master them - that will make it easy for you.

Develop These Qualities for Sales Success

People who are expert in influencing and persuading others share at least eight characteristics:


They know what they want. They have clear targets and goals. This means that when they call a buyer, they know what result they want by the end of the call.


They know they have a right to try to get what they want. They understand they don't have a right to get what want, but they have every right to try. You sell a good product or service. You present good reasons why the buyer will benefit from buying from you. You are respectful, believable authoritative. You deserve a hearing and consideration.


They are articulate. They tell a good story. They give the facts, and supporting evidence. They are clear and complete. Their presentation is logically constructed for easy understanding.


They are sensitive. They understand the buyer' needs and wants, and they are alert to buying signals. They know how to respond to the buyer's confusion, hesitation fear and tension.


The have credibility. They know their products  or services. They understand enough of the buyer's operation to match product to benefit to application. They are on top of their data.


They know how to deal with opposition. They understand that opposition often means that the buyer is involved in the interview. They take care not to react defensively to objections or stall but to continue to sell, realizing that much opposition is simply a signal that the buyer has not been given sufficient reasons to make the purchase.


They know how to ask for action - and do. They realize that they have an implied contract with the buyer, who has given them time and a hearing so that they may present their products and the reasons to buy it. They also recognize that the buyer expects, even wants, to be asked to buy. Not to be asked means that the buyer does not achieve psychological closure and that the salesperson has not lived up to this contract.


They know what motivates others. Effective salespeople understand that people are motivated by two factors: one, what they can expect to have and enjoy as a result of an action or decision - the reward-- and two, the expectation or the confidence, that they will actually be able to attain the reward. In short, people generally will not choose a course of action unless it offers some good or benefit for them and unless they anticipate success in attaining that benefit.



How does this translate into advice for the salesperson? When you sell be sure to:

MAKE IT INTERESTING.

MAKE IT VALUABLE TO THE BUYER.

MAKE BUYING FROM YOU EASY.

Success "Calls" to You

Yes, it does. Here's a short list of tips for telephone sales and service that can help you succeed


Recognize differences between face to face and telephone communications.
When you communicate over the telephone, you're communicating with a blindfold on. Words and voice become all important. In person, you're watching their body language. Make sure you adjust your message accordingly.

Learn to Listen.
Oddly enough, although we hear everything, we need to make a conscious decision to actually listen to what we're told. Make sure you listen actively and objectively.

Create a telephone presence or image through your words and voice.
Be professional; don't use slang or sloppy grammar. Articulate your thoughts clearly.

Make a dynamic Plan of Action to improve your telephone presence.
Record yourself. Objectively listen to strengths and weaknesses. Create a plan of action base on this.

Concentrate on improving inflection, enthusiasm, rate of speech and volume.

A pleasant sounding voice makes it easier to reach your objectives.

Put your best voice forward and sound confident when you're not.
Sound confident even when you're unsure. A willingness to double-check increases respect of you and your organization. It's all in how you say it.

Prepare for all outcomes.
You can handle anything smoothly and with aplomb if you prepare beforehand.

Voice Mail is an opportunity to have a 30-second commercial for the price of a telephone call.

Take the time to craft your message beforehand.

Think before you speak.
A planned presentation needn't be stiff and sound canned. Be comfortable with your product and your message.

Silence can be powerful - Make it work for you!

No Small Stuff

I've always disliked the phrase "don't sweat the small stuff". It's always seemed to me that one of the best ways to accomplish big things is to build on the smaller stuff we have to deal with. I get that it's important not to get bogged down with meaningless details but we have to make sure that we aren't justifying sloppy shortcuts in the name of not fretting the smaller things. Below is a great quote from Dale Carnegie on the subject. (If you've not read Dale Carnegie - run,do not walk to your nearest library, bookstore or download his work. Seriously.)

"Don't be afraid to give your best to what seemingly are small jobs. Every time you conquer one it makes you that much stronger. If you do the little jobs well, the big ones will tend to take care of themselves."  ~Dale Carnegie

You see, if you aren't sweating the small stuff, you never get into the habit of sweating the big stuff. It really is about sweating all the time. I had a yoga instructor who liked to say that the way you do anything is the way you do everything.  It's about developing the habits that will yield results - in all areas of your life. If you are in sales, do you try to make that extra presentation each week? If you are making outbound phone calls to sell or generate leads, do you try to make just one more call each hour? In service, do you try to expedite each transaction in order to serve your customers quickly and effectively - with a smile and yet without making them feel rushed?

You are judged every day in many ways. What may seem small to you may be big to someone else. In the end it really all comes down to character. Are you the kind of person who puts forth their best effort all the time or do you skimp if you don't think anyone's looking? (and believe, these days, everyone's looking)  

Doing your best, all day, every day pays off. You may not see the results immediately, but you will see the fruits of your efforts over time.

What are your thoughts?

How to Succeed Using the Telephone to Sell

Most people in sales use the telephone at some point in the sales cycle. For some, it's simply getting the appointment but for others the entire sales process will take place over the telephone. Telephone sales has its roots in the stock brokers of the 1920's and gas-rationing of WWII. Anytime, information has to be delivered quickly and at a low cost, the telephone is the ideal solution.

If you are in the field, I found that the sales process breaks down in this fashion:

1. Reaching the decision maker and setting the appointment: phone/email
2. Presenation to decision maker: in person
3. Follow up: primarily phone/email

Although both the first and third steps can use email to accomplish their goals, it's usually more effective to use the telephone. Unfortunately, although many people use the phone to do business, they're not always effective in their use of this medium.

Goal Setting

In order for a program to succeed, set goals at the beginning of a project. For example, decide how much time you will set aside, how many calls you expect to make.


Parts of the Project
A successful telephone project requires more than just good phone skills. You must also consider:

• Who to call
• When to call
• How you will keep track

Lack of commitment is often the biggest obstacle to the success of a calling project.


In addition, there are 3 basic skills that are needed to be successful.

• Proper use of Voice
• Inflection
• Pauses
•  Emotion
• Words
• Be positive
• Create planned presentation(don't be afraid of this - it's your best friend for success!)
• Listening
• Attentiveness to what's being said and what's not being said
• Discern the Real Message 

Using the telephone to increase your business could be your best tool for success!

Thoughts on Reaching the Unreachable

Some people just can't be reached by phone. So, do we just close up shop and go home? Absolutely not. However, there are things we do need to take into consideration.

First, is this person truly unreachable?
Some people may seem to be but we may just have to be a little more patient. Try making calls at different times and days. If you're bounced to voice mail, try just using your name and number without a message.

Second, make sure that this person is truly the decision maker.Sometimes there are other people in the decision making process that you can reach. Don't forget about the screener, either. Often these people have the information you need. Making a friend of them can help you get through.

Third, if you are speaking with a screener, use it as an opportunity to qualify. Why spend weeks trying to reach someone if your products or services are not good fits?

Fourth, have a large enough list of prospective customers that you don't feel you have to put an usually large emphasis on one or two potential accounts. It's great to win the big ones, the difficult ones but make sure your market is large enough that you aren't desperate for a particular account. Sometimes being more relaxed helps you think up your strategies more easily.

Fifth, if this really is a account you need to close and you really need to speak to someone - network. This is what those networking events help you with - yes I know "Unreachable" probably won't be there either, but you want to make contacts who can tell you how to reach them. In many ways, this is why many people use for LinkedIn.

Sixth, email won't necessarily get a response unless you have a referral name or your product is just what they need at that moment in time.

It's frustrating when you can't people an individual you'd like to. This is among the many challenges of sales. Remember, strong techniques will help you succeed in the end.

10 Tips to Create an Effective Inside Sales Presentation

Remember that last really bad sales presentation you made? You remember it: you lost focus; you weren't prepared to overcome objections. When you asked for the business - if you asked for it at all - you sounded stilted and forced. And naturally, you didn't get the business.


There's an easier way. Prepare yourself for success. The easiest way to do that is to create a planned presentation. This process works well whether you make your presentations face to face or over the telephone. Many people leave the mechanics of getting sales up to chance. "Make a few calls", "ask for the business" we're told. But how should we ask? What should we ask? It often feels as though a sales call is a black hole.


Just as we write out our business plan we must take the same effort to create a sales presentation. Doing this is more than just outlining your conversation points beforehand and knowing your product's benefits. You must also script out the words you will use and how and when you will use them.


Many people balk at the idea of writing out a presentation. They equate it with bad telemarketing calls - and so they can be when not done correctly.


Here are some tips to creating an effective presentation that will help you get more clients.


First, begin with the end in mind. Stephen Covey, author of "The 7 Habits of Highly Effective People" is right about that. What is your goal for this call? What do you hope to accomplish? Write it down. You may find you have more than one goal. Rank them and recognize you may not accomplish all of this in one call.


Next, think about the calls you've made in the past. Write down what worked for you and what didn't. Then roughly write out a potential conversation with a prospective client. Try to write it in a conversational style. Forget what your English teachers taught you about writing in complete sentences, write this the way you speak.


Creating a good presentation means including the following points: opening, exploring, offer, close, objection rebuttal. During your opening, you have a limited time to introduce yourself and catch someone's attention. You want them to continue listening to you. Exploring gives us the opportunity to ask questions, to find out more about the person we're speaking with and what their concerns are.


Give your prospective client plenty of chances to talk. It helps them become more vested in your conversation, which in turn makes it easier to come to agreement and allows you to learn what's important to them. You can then tailor your offer to these concerns.


Always state your offer to answer the prospect's unspoken question: "what's in it for me".


Ask for agreement. This is your close. Although some sales novices associate "closing" with high pressure sales, a close is simply asking for agreement, in this case agreement to use your services or products.


Remember: the people you speak with may have initial concerns to using your services. Before your presentation, think of as many potential concerns or objections a prospective client might have about using your products or services. This requires being able to step outside of ourselves and put yourself in another's place.


Prepare to ask your prospect more about their thoughts.Then, based on the information you have been given, gently show then how your service or product can help them. This should also be written out. If you spend more of your selling time on the phone, it is very simple to use a planned presentation as you can keep it in front of you as you speak. Do not read it.


Practice until you are comfortable with the words and can speak it conversationally. Think of yourself as an actor learning a script.


Finally, test your presentation. Begin using the presentation you have created. Take note of what works and doesn't work. Make changes until you are confident you've found a winning presentation.


By writing out your presentation beforehand, you will find yourself prepared to successfully handle any situation that arises.

A Key to Inside Sales and Service Success

"Sticks and stones may break my bones, but names can never harm me." Well, we all now know that's not true, is it? If it was, the phrase "The pen is mightier than the sword" would never have been uttered. The power of the the words we use have tremendous impact on us and our relationships both public and private. In sales and service environments, we use words to solve problems and generate postive outcomes. If you conduct your business primarily by phone, your words have an even greater impact.


In the three legged communications stool that is telephone sales and service, words are the first area we tend to examine. But all too often, when we are actually speaking with someone we speak without thinking about the consequences.


Words can empower and words can destroy. Words create images in the minds of those that hear them. Very often, people overlook the advantage that the correct words can give. How we deliver our message makes a difference in our results.


When speaking to someone, we should be aware of the impact that our words have. How do we want our message perceived? To consider how our meaning is understood, let's talk about the ways we can convey our message. There are three ways to say anything to anyone: positively, negatively and neutrally. These three terms are the keys to your success. We can say the same thing but by using different words, we get different response. In how we position ourselves, our statements can literally change the way people respond to us.


A great example of this concept is using a box of donuts. For instance, if I say to you, "You don't want a donut, do you?" chances are that you will say "no". I've set you up to say this. By using a negative, I've guaranteed that you will respond in kind.


On the other hand, if I ask you, "Do you want a donut?" your answer could equally be a yes or no. It all depends on your own mood, likes or dislikes. This is very neutral. I've left it completely up to you.

Finally, if I come up to you with a box of fresh donuts and say to you, "Wow, don't these donuts look and smell great? Look, there's one of your favorite chocolate frosteds. Here, have one." how would you respond? For most people, the answer would be a responding, "Yes, I'd love a donut!"


By thinking about how you say something, making conscious choices with your words, you can get the results you need.

Who Will Make the Best Telephone Sales Rep?

What makes a great telephone sale representative? Is it personality or skill, luck of the territory or the ability to keep grinding out those dials? The answer lies in a careful analysis of what the sales assignment requires. It is not uncommon for a telephone sales person who has been very successful in one position to be mediocre or even fail in another.


Creating a great telephone or inside sales rep starts before the hiring process begins. Management must have a clear sense of what the position will entail. This is accomplished by considering the objective of the position and what behaviors are needed to achieve this. Ask yourselves what the person will need to do to in order to achieve their goals.


Prospecting and customer sales positions have very different emphasis. Although certain traits are shared, it can be very difficult for a customer sales person, who regularly handles repeat business, to emotionally deal with the frustrations of the prospecting process, particularly if it is a long closing cycle. Customer reps like the positive affirmations that come regularly with their job. These affirmations come from either customers who purchase with relative frequency or from the satisfaction of keeping a customer happy with their attention and service. At the same time, a rep who has spent a lot of time prospecting, may find it difficult to maintain the service orientated relationship that customer sales entails. They may look for a quick result and move on.


In addition to a higher tolerance for rejection, a prospecting project will require an emphasis on a high amount of dials. The more one is shot down, the more calls one must make.

However, it is important to note that a customer sales assignment may still require a high amount of dials. In order to increase productivity, often the easiest way to do so is to increase the number of dials each day. This means that the customer sales rep must be able to stay focused enough to achieve their sales goals. It is easy for customer sales reps to make "busy work" and hand holding fill their days while convincing themselves they are being productive. This can lull management into a false sense of security. Without sales results, however, the customer sales rep is not being effective. Remember, whether a customer sales rep or prospecting sales rep, in the end they must be accountable for measurable results.


Take stock of the selling techniques that your inside sales assignment requires. Tangibles are different from intangibles. For some, it will be simpler to sell a physical product, like a pen or a machine or a car. Although purchasing over the telephone, buyers in many cases can sample the product: see, touch, use their own senses to compliment what the sales person has been saying. In selling a service, the inside rep must be able to create the experience solely with their words over the telephone. Again, these are two different skill sets.


Another difference between prospecting and customer sales can often be found in the compensation structure. Sales management must be vigilant that they are rewarding correct behaviors.
High producing sales reps are motivated by money. They will carry out activities on the job that directly affect their income. If they don't see a process or procedure as contributing to that, a manager will inevitably have problems with sales reps complying. Many customer sales reps are less motivated by money per se, but will want to see rewards and recognition for their work.


If you are a small company, don't fall in love with the idea of hiring from large "name" companies. Often, these reps have been used to a level of support that you will be unable to provide. During the interview process make sure the candidate sales rep understands what working for your organization will be like. Although someone from a larger concern can bring with them ideas and a different viewpoint, if they are not willing to make changes to their office lifestyle, you may just find yourself with a disgruntled rep who will look for the first opportunity to get back to a larger firm.


A careful analysis of all these factors will help management create a profile of the experiences and traits a telephone sales person will need to succeed in your organization. So, will make the best telephone sales representative? The one who is best for your company.