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.

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.

Will You Show Up Today?

"You Have to Show Up" This is a favorite phrase of anyone who's success is performance based. It's also a favorite phrase of managers and trainers everywhere.

 You want to succeed, you've got to show up - and if you show up often enough you'll get the jobs/results you want. It's an apt analogy for people who sell for a living.

You have to show up - be there not just physically but your brain as well. Are you fully engaged every time you're with a customer or prospect? Being fully focused on your customer and your objectives requires giving the proverbial 150% of yourself. 

That's how you succeed.

Planning for the Unexpected

These back-to-back snow storms we've been getting here in the New York metro area over the last few weeks are reminding me of what I came to call "Jo Ann's Excellent Adventure". 

Several years ago, I was working with a client in the Chicago area. A quick "there and back again" overnight business trip wound up lasting 2 days longer than expected due to the weather. I watched the last flight out of O'Hare take off for Phoenix before everything shut down. Unfortunately, that's not where I needed to go. 

Yet oddly enough, I managed to get back to NJ a full 26 hours before the flight I was re-booked on was due to land. Remember this tip: Trains go when planes don't. 20 hours on the train can be preferable to waiting around for the next flight.

Here's my point: it's always wise to have back up plans. This is true whether it's for winning an account or just getting home. As soon as I was told the earliest flight I could get home on would be 3 days later, I immediately knew to call Amtrak - where they not only booked me on the train but transferred me to hotels.com so I could get a room for the night.

I had a strategy for alternative ways to achieve my goal. Do you have alternative strategies in place in achieve yours?  If not, take the time to do so. You'll be happier with your sales efforts (and home faster!) 

Not So 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.


Sweat the small stuff. You'll be glad you did.

Are You Showing Up?

"Ya gotta show up" That's what a former voice teacher of mine was fond of saying. You want to get work, you've got to show up - and if you show up often enough you'll get the jobs/results you want. 

It's an apt analogy for people who sell for a living. You have to show up - be there not just physically but your brain as well. Are you fully engaged every time you're with a customer or prospect? Being fully focused on your customer and your objectives requires giving the proverbial 150% of yourself. That's how you succeed.

You also "show up" by exhibiting great personal habits. Do you make enough calls each day? Do you follow up? Do you respect and value the responses you get from customers and prospects? Do you respect their opinions while helping them see the value of your products/services or the solution you are proposing for them?

Show up. REALLY show up. Good will always come of it.

Is Your Selling on Cruise Control?

When was the last time you really thought about your selling process?

Do you go out each day saying the same things and not getting the results you want? You remember the old joke: What's the definition of insanity? Doing the same thing over and over and expecting different results.

Sometimes we've been selling for so long; we get into a rut without even realizing it. We have the same opening - with a couple of variations, the same offer, we rebut and overcome objections the same way. We have been using the same close forever. It short, we're in a rut.

Try this exercise for putting new life into your work. Go back to your sales calls and really think about what's going on in them. Has the industry you're selling in changed? Are your products being used the same way? Spend the time to re-evaluate what you're doing. I like to use a decision tree to help me in this process. 

The point of the exercise is to spend the time making sure that you are fresh and prepared. Selling changes. How I sold at the beginning of my career is different from how I sell now. However, I make the time to make sure I'm conscious of how I sell and make changes as necessary.

Remember, we're not cars, we're sales people. Cruise control has no place in our work.

What's Your Passion?

Passion....

What makes you passionate about what you do? What keeps you involved day after day?

For me, it's the knowledge that I've helped someone on the road to success. Whether that success is being better at their roles in a call center or inside sales department or helping an independent sales rep refine their technique or working with front line employees in a office to be more effective communicators, it's important to me that I make a difference.  The same goes for mentoring small business owners in their ability to manage, coach and motivate their sales and service staff.

Making a positive difference through my work is important. For me it's always been about how I can help people succeed.

Because when we work to help others - no matter how big or small an effort- good things happen all around.

What's your passion?

Faulting People for Behaving Like Humans

Have you ever sat down and thought about how often you judge others? You judge them for their behaviors…their ideas, their lifestyles, their choices. Sometimes you judge lightly. Other times- if you are honest with yourself – it may be downright nasty. Often you are making judgments about people you don’t even know personally. Or if you do, you assume that everyone else in the same situation has the same motivations or will make the same choices.

In 2014, let’s stop assuming. Let’s stop assuming that when someone thinks differently than ourselves they are dead wrong or worse. Let’s stop assuming – let’s stop assigning guilt. Instead, let’s take the time to learn. Learn about their motivations, their needs, their thoughts. Approach each person as the individual they are. Don’t lump people into a group. Take the time to accept each other for the good, bad and everything else that goes along with being human.

Accept people. Understand them – that doesn't mean you agree – but understand where they are coming from. Perhaps, if we can stop talking (and in some cases yelling) AT each other and start talking TO and WITH each other, you might find that you have more in common with others than you think. You may also find yourselves counting your blessings and thinking “There but for the grace of God, go I”.

Stop judging. Start listening. Use your ability to empathize with others to gain new insights. Ask questions and don’t shut your mind as soon as you hear something you don’t like. Give it your full attention.

The ability to see other’s points of view, to create bridges of understanding will only bring good things to you.

In 2014, my intention is to facilitate this where ever possible and to remember to practice what I preach.

Happy New Year!

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.

What NOT to Say

In sales and service, we spend a lot of time learning what words or phrases to say. Did you know that there are phrases you should never say? Phrases that practically guarantee that you won't achieve your objectives? Whether we sell or service, there are certain phrases that we should avoid using. Here are phrases that you want to avoid.

I don't know. Is that what some one really wants to hear when they speak with a company representative? After all, isn't it your job to be able to answer customer requests? If you don't know, find out who does and get the answer. An alternative phrase might be "I want to make sure I give you the correct information. Let me check that out for you. Are you able to hold?"

I (or we) can't. Don't you just hate being told no? So do most people. Find out what you can do and offer alternatives.

Hang on a second, I'll be right back... can sound rude and abrupt. Use "Are you able to hold instead?" It's much more polite and empathetic.

You have to... A prospective buyer doesn't or shouldn't HAVE to do anything. We're the ones trying to make the sale or retain the customer. If an action is required on their part, let them know what they'll "need to" do in order to accomplish the objective"

No... No one likes to be told no. Offer alternatives. If you can not come to agreement, be gracious. You never know when they might change their mind.

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!

Failure Brings Success

Does that sentence make sense to you? Well, hear (OK, read) me out....

Here's a quote that caught my eye this week:
"Develop success from failures. Discouragement and failure are two of the surest stepping stones to success." Dale Carnegie

I'm sure you've also heard the quote from Thomas Edison regarding his many failures. "I have not failed. I've just found 10,000 ways that won't work." Now, Edison was regarded as a prolific inventor. He realized, though, that each failure brought him closer to success. 

Food for thought: 
Do you wallow in your failures or do you see them as learning opportunities? How do you keep picking yourself up?

No you don't have to write down your answer but it wouldn't be a bad idea to sit and ponder this and make some notes. Writing it down can make things clearer and lets you review your thoughts from time to time. Think of this as your homework assignment. Taking time to reflect is always a good idea. It helps keep you focused on what's important, what needs to be changed and what's working well for you.

Another thought: Can you recognize failure? If you haven't recognized that you've failed, you won't be able to ponder the situation and then begin to consider alternatives. For this concept to work, you must be honest with yourself. 

Failing is hard on ourselves. You want your idea to work. When it doesn't, by carefully studying what didn't work and why, you begin your renewed journey to success. Out of the darkness, comes the light. Out of your failures, you may see your greatest successes. 

Maybe there is ONE secret

Here's something a little different today. I'm experimenting with different media. Homegrown to be sure but heartfelt none the less - with a little self promotion thrown in for good measure. Check it out:

I have a Secret.

..and yes, I know I've said I really don't like to use the word "secret" but it seems to fit in this instance.

Passionate on Your Road to Success

More on Passion...

What makes you passionate about what you do? What keeps you involved day after day?


For me, it's the knowledge that I've helped someone on the road to success. Whether that success is being better at their roles in a call center, helping an independent sales rep or solo business owner refine their selling technique, working with front line employees in a office to be more effective communicators or mentoring small business owners in their ability to manage, coach and motivate their sales and service staff, it's important to me that I make a difference. For me it's always been about how I can help people succeed.


You may find your passion comes from your core values. Perhaps you sell a product that fills a real need in the marketplace. Perhaps you work with people who give their all and you don't want to let them down. 

If you work in a service capacity, you may find that solving other's problems and making their day a bit better does it for you. 

Everyone finds it easier to succeed when they believe in what they are doing.  Because when we work to help others - no matter how big or small an effort- good things happen all around.

4 Habits of Effective Salespeople

Out of the many things that sales people can do to be effective in their selling efforts, 4 habits stand out above - and encompass - many others.

Passion
You might not think of this as a habit per se, but getting in the habit of being passionate - about your product, your customers and selling in general will help you go about your days wanting to succeed.

Being passionate about your product helps you want to learn everything you can about it. What it does, how it works, how it helps the customers. The more you know, the more you can serve. You should also show passion regarding your co-workers. Treat them well, remember you are part of a team and do your part to help them succeed.



Prioritize
Prioritizing also encompasses time management. Think in terms of "what is the most important thing I can be doing right now?" Be sure to arrange your day strategically. Make sure your call backs are scheduled according to your prospects/customers' needs. Although you might find this inconvenient occasionally, it more than pays off in time saved because you're reaching them when they are available.

Avoid chasing accounts. You only make a pest of yourself and harden people against answering your calls. That's not to say you shouldn't be assertive in trying to reach people or close the sales, however, you do need to gauge people and make sure you're not heading into stalker territory.

Prioritize to take the time to take classes - in selling skills, service, and leadership, or pursue a specific course of study related to your field. Knowledge is key to success. It's important to make that a priority. Sometimes taking time for learning may seem like "down time" but it's really not.

Finally, remember to prioritize your time off. First, make sure you take it! Second, follow your industry and your customer's needs when scheduling time off. It may be tempting to take that spring cruise, but if that's your industry's busy season, you'll be more successful scheduling your time another time.



Persistence
I want to go back to chasing accounts for a moment. Chasing accounts is different from being persistent. Chasing an account who probably won't buy, just to see if things have changed, wastes your time. Being persistent with customers and prospects who you know are a good fit is a good use of your time.

Ask for the order. One call closes are possible and indeed expected in some industries. If you've been thorough there's no reason not to close. An effective sales person builds the close right into the entire presentation.



Professionalism
Being professional involves more than just being professional in front of your customers. Take care that your Facebook and LinkedIn pages show you to your best advantage. (Sorry, take down those old Spring Break pics from Facebook or become very familiar with Facebook privacy settings).

No yelling in the office...Ever... Really... I don't care to whom, I don't care how angry you are, it destroys professional reputations in seconds, creates a hostile working environment and doesn't help you achieve your objectives. It goes without saying (or should) that you won't yell at your prospects or customers either.

Treat the support staff well: your support staff as well as your customers' and prospects'. This also applies to anyone you come into contact with in your organization - or just about anywhere, actually. Call it karma or just invoking the golden rule (do unto others), treating others well only helps you in the long run.

Finally, avoid gossip. I know it feels good to share, but it feeds on itself and takes on a life of its own. Plus it has a habit of coming back to bite you.



Being an effective sales person is something to work on continuously. Keeping these 4 P's in mind helps you in this process.

3 Reasons to Network

Labor Day is past and the fall Social Whirl  is nearly upon us. For many business people, it signals a last opportunity for networking (and creating business opportunities for themselves) before the end of the year. So, we network. Lots of meetings - if you want  to you could attend a different event for each meal every day of the week. Not necessarily the best strategy for gaining new business, but you could do it - and that's the subject for a different blog post!

I was recently asked about my reasons for attending business networking events. I realized that it comes down to three reasons:

• To meet people who I can directly do business with (buyer/seller relationship)
• To meet people I can partner with (services I don't provide but could recommend to my clients)
• To get my name and business out there (word of mouth advertising)

Let's look at each one:

To meet people who I can directly do business with (buyer/seller relationship)

This is the primary reason people attend networking events. It's the brass ring, the gold medal - add your cliché here. Unfortunately, many people feel that unless they walk into a room full of obvious potential prospects, they've wasted their time and money. Also, don't be concerned if you see the same people on a constant basis. That's good. You want to be able to build relationships over time. Many people will not spend money on specific products or services unless they feel comfortable with you - the more money involved, the higher the comfort level must be. Talking over lunch or dinner is a great way to get to know people.


To meet people I can partner with (services I don't provide but could recommend to my clients)

I can't do it all - and I won't do it all if I can't do it well. I owe my clients and prospective clients that. As a result, there are related aspects to my work that people will ask me if I can make a referral. When I can't do the work myself, I like to feel comfortable knowing I can suggest alternatives. This makes me a resource. It also enhances a person's comfort level when they realize that I only do work that's a good fit for me, assuring them that any work I do will be in my area of expertise and therefore a great experience with the outcomes they are looking for. I love meeting people who have businesses that are complimentary to mine.


To get my name and business out there (word of mouth advertising)

I find that I get as much business from 3rd party referrals as from directly making contact with qualified prospects. Just because the person you're talking with doesn't need your services doesn't mean he won't be speaking with an associate or colleague in the future and mention your name. I've met people and had opportunities come my way that I might never have heard of through my direct efforts.


So, networking offers much on many levels. At the very least, it's great for solo- preneurs to get out and continue to hone their skills. At it's ultimate it's a great way to expend your own personal network - and grow your business.

You Can Get What You Want

No, this isn't about Laws of Attraction. Nor am I going to ask you to visualize or place your thoughts in a box. However, there are a few things you can do in order to help you get what you want.


First, remember that everything comes down to communication in the end. In order to get something, you generally have to get it from someone else. A communication - a dialogue - will need to take place. Next, it helps to be a student of human nature. Study people; they are endlessly fascinating. My father used to say he'd like to put a chair down in the middle of Times Square and observe all the people. Now, the city provides them for you! Increasing your powers of observation helps you create the best strategies to get what you want.

Here are some things to consider when trying to get what you want:


Listening

Hear what people say. Listen for the meaning behind the words. If you're not sure what someone means, ask them to clarify. Listen to the silences, the pauses. Silence can be louder than words. Think about what they are not saying. Tune into the non-visual clues you are getting.


Understanding Behavior

No, you don't need a PhD in psychology but studying behavior and learning to "read" others furthers your agenda. It's easier to tailor your responses and your strategy if you are comfortable analyzing others and modifying your behavior accordingly.
ou

Strategies for a Positive Outcome

Think through all the possible objections or concerns the other party will have. Take into consideration their behavior style and mentally map out how you want to proceed. Create a decision tree.



Finally, I don' believe that positive thinking magically changes your circumstances. I do believe that thinking positively helps us make better decisions. Better decisions help you more easily get what you want.

5 Thoughts on Achieving Success (When You May Not Expect It)

Wow! What a busy summer it's been. Usually the months of June, July and August tend to be slower for me. Most organizations don't want to schedule training during those months due to vacation. The fact that it's different this year speaks to a few things. We can be proactive and make things happen for ourselves. It's for us to be our own catalysts for change.  Here are five thoughts to help you.

First, change your reality. I've made a commitment to making sure my marketing efforts are consistent and give value to potential clients. I decided to market as though the summer was any other time of year. Business continues and the need for skill development doesn't stop because the weather is warmer. Is scheduling more challenging? Sure, but why wait to solve sales or service issues that are costing your firm money? 

Second, we can't just roll up the sidewalks and go home when things are tough. It's even more important to keep our skill sets current and look for new ways to achieve our goals when times are hard. Analyze the strenghts and weaknesses of your team. Where can you improve?

Third, we can't wait for the economy to recover. We have to be proactive in our own corner of the world. We need to focus on what WE can do. Look at the areas that are within our control. As sales and service professionals we control our behaviors. Have we presented our offer in the best possible light? Are we helping to guide our prospects or customers through the decision making and purchasing process or do we just say "No money.... what's the use?" Fortunes are made even in depressions, folks. Target the right people, the right industries, arm yourselves with the best skills possible and see what a difference that makes.

Fourth, approach everything with a "can-do" spirit. Yes, I know that sounds hackneyed and I'm not a believer that positive thinking solves everything. But I DO believe that positive thinking/attitudes help us make better decisions.

Fifth,  make your goals personal. Don't just look to succeed in order to fulfill company objectives. Think about success looks like to you. A promotion, higher commissions, or just an easier day at work? Be specific. If you're in inside sales think about what higher commissions will bring you. A better hotel on vacation? New kitchen cabinets? Monies to be saved for college educations or just a rainy day? If you're in service, you might be thinking about the next step in your career. How can achieving company goals help you achieve that? Perhaps you'd just like to be less tired at the end of the day... Personal goals help you succeed. Just as we're told that buyers are always tuned in to radio station "WII-IM : What's In It For Me" so are we too. We're all just human. Go with it.

I wasn't expecting this summer to be so busy but in retrospect I'm not particularly surprised. I made it happen. You should, too.

Selling = Leading

A lot of people assume that being a leader automatically means that someone is in a management role in an organization. Well, that’s just not so. Leaders can be found at many different levels in companies.

Leaders often don’t have official titles. Their confident behaviors make everyone look them for direction. In almost every sales or service department you’ll find someone this this. Sometimes their powers are used for good, such as the unofficial leader of a group of sales people whose knowledge and skills has everyone looking to them for advice. This power can also be used to the detriment of your organization, such as the sales or service or support person who has decided that “we’re working too hard here- let’s slow down. They don’t care anyway. The customers can wait.” These people may not have the title of managers but they are leaders all the same. You are a leader too, even if you don’t manage a team.

A leader is someone who is able to influence others to actions or thoughts. Often they will also create a feeling of trust. Think about it. If you are a sales person, in order to be successful, you must lead. People may not like to be pushed, but a large amount of people like to be led. Customers and prospects will look to you for information and answers. They want you to be the expert; they want to feel comfortable with you. You have a responsibility to assume the role of a leader whenever you are making a case for purchasing your products or services.

It’s easy to fall into a subordinate-type status when you are dealing with customers and prospective customers. After all, you are asking them to take action. If you are not confident that this purchase is right for them or you are not secure about the outcome, you might want to feel you are a supplicant. Don’t. Assume when you are with potential buyers that you are their equal. You have a product or service that can be of use to them. You have a responsibility to show them how your products/services can be advantageous to their company. A strong exploratory sales process will help make you sure. Asking the right questions will get you the answers you need in order to be comfortable and self-assured in your recommendations.


You are not asking favors nor are you keeping your fingers crossed. You are confident that you have presented the information necessary for a potential buyer to make a decision. You make recommendations based on your knowledge of your products and service as well as the needs of the buyer. Your confidence, poise and skills create an environment of trust. In short, you are leading. Being a leader makes it easier for people to look to you for solutions.

Sales people are leaders. It’s that simple.