Today's article from sales expert Colleen Francis reminds us of the difference between "hustling" a customer, and "hustling" to do your best every day. It's great!
Everything comes to him who hustles while he waits - Thomas A. Edison
I saw this quote somewhere – might have been a “friend's” Facebook post a few weeks ago and it resonated with me. First let’s define hustle. in this case I take it to mean:
To move or act energetically and rapidly “We hustled to get dinner ready on time”
NOT
To sell or get by questionable or aggressive means: hustled stolen watches; hustling spare change.
I met a hustler this past week. Mike is selling to the home builders, renovators and consumers. Arguably a down market. His sales are up 200% this year because he is (as he said to me) “powering through this economy and out hustle my competition”. It got me thinking of all the different ways you can hustle in your own business to ensure your sales stay up….no matter what the economy is doing. Check out this list and add to it as you see fit!
1. Reach out to your current client database at least twice per month with a value based, content rich newsletter – paper based or email
2. Attend at least 1 networking event per week
3. Ask for referrals at least once per day
4. Follow up on your leads at least 7 times by email and 7 times by phone before you give up
5. Prospect every day to keep your funnel full. A full funnel is one full of opportunities totaling 300% of your goal.
6. Identify new target markets to sell to
7. Attend trade shows regularly and follow up with the leads within 24 hours
8. Make 5 more calls everyday
9. Implement a reactivation campaign to win back lost customers
10. Revise your goals for the month quarter and year
11. Change your presentation to place the customer’s values first and your corporate marketing messages last. Remember client’s only care about what’s important to them
12. Talk to your five best customers. Ask them to evaluate your situation and make suggestions for new markets
13. Get a coach or a mentor. Invest in a live training program and network with other professionals for a new perspective.
14. Get to work an hour before everyone. Put in more productive time.
15. Stay away from the complainers. Don’t make your sales worse by hanging around the life suckers and underachievers.
16. Each night before you go to bed make a list of 20 things that happened that day that you are excited about or proud of.
17. Spend 15 minutes before you start work reading materials that focus on developing your positive attitude. Search for blogs or online sources, or start a classic book from Napoleon Hill. Skip the newspaper!
18. If you travel, listen to motivational or educational CDs in the car ALL DAY. Make sure your mp3 player is also loaded with motivational CD’s for listening to in airports, train stations and while travelling.
19. Record your live presentations. Review them with a manager a superstar colleague or your coach. Take notes. Implement new ideas immediately.
20. Ride along with the best sales person you know and watch how they are communicating with clients. Implement what they are doing into your sales approach.
21. Take your boss with you on calls for a week. Or ask them to listen in on your sales phone calls. You’ll get more feedback than you can handle, but it will help.
22. Record your calls and listen to them. Would you buy from you?
23. Tweet, blog or update your social media status with a value message or inspirational message daily.
Colleen Francis, President of Engage Selling Solutions, helps sales professionals everywhere make an immediate and lasting impact on their sales. She offers key note speaking, sales training and sales coaching, all delivered with a savvy, no-nonsense approach. Learn more at www.engageselling.com
Showing posts with label Colleen Francis. Show all posts
Showing posts with label Colleen Francis. Show all posts
Wednesday, July 20, 2011
Wednesday, June 22, 2011
Organized for Success or for Failure?
Today sales expert Colleen Francis discusses what you need to stay organized in today's busy selling world. After all, your level of organization is key to your success!
You can not be successful if you are not organized. Being organized does not mean having a spotless sanitized desk with a pen in every color to match your color coded file system. Nope. Being organized means having one place, one contact management system that you use everyday to manage all client files, your complete calendar, every task, and all information you need to prepare for each sales call.
There are a variety of systems you can use. Chose one that meets your business needs. I will not tell you what to buy. I will tell you that spreadsheets, databases and email systems are worthless systems to manage your sales opportunities. They do not allow you to manage key aspects of your business such as, scheduled follow up calls, your calendar, multiple account contacts, and your sales opportunity funnel, in one place.
I recommend a true sales force automation system such as, (for example) Infusion Act! Landslide, Salesforce.com, SugarCRM, Maximiser, Pivotal, Saleslogix, Goldmine or Oncontact, because they become your sales dashboard. A well used contact management system, organizes your day and your calls, while allowing you a complete view on all tasks required to close a sale. Please note that I am not endorsing any of these systems above. They were the only ones that I could think of off the top of my head….
A well implemented CRM is NOT an administration tool, it is a sales tool. If used properly it will help you sell more, in less time, and with less stress! Your objective is to get into the habit of using it everyday, for everything. The best sales people I know use their contact management systems to track, at a minimum:
1) Customer contact details for multiple account contacts
2) Personal and professional milestone dates such as birthdays and company anniversaries
3) Sales funnel opportunities such as how much a prospect will buy and when
4) Status of the prospect in the sales cycles, probability of close, and by when
5) Scheduled meetings, calls, and follow up tasks
6) Notes of past calls and actions
7) Links of emails sent
In short, every correspondence to or from a customer goes into the contact manager. Using it this way allows a top performer to empty their mind of data clutter, and forever eliminates the “…I have a funny feeling I have to do something today but I can’t remember what…” problem we inevitable get when we are busy, and disorganized.
With their mind freed up from “customer information clutter” the top 10% can focus their attention completely on the task they are working on at the moment, usually prospecting, presenting and closing without fear of missing another important task..
Here is an interesting story that shows how ineffective a sales call can be when you are not organized:
A few months ago I had a voice mail left from the office of a very prominent author and consultant. You would all know his name if I told you, so I won’t. The sales rep’s message was that Mr. Big Wig wanted to invite me to an event. I was intrigued and flattered so I called back, got the rep on the phone and said, “This is Colleen Francis, you called yesterday about a meeting with Mr. Big Wig?” He said…
“Oh…. I did?…. When did you say I called?”
“Yesterday.” Was my patient reply.
“Oh”…… (long pause)….”Hmm… “What did you say your name was again?”
“Colleen Francis” was my not so patient reply
“Hmm? I’m not sure what this was regarding; did you say you met X at an event?”
I went on to explain to the situation to the rep. He interrupted and said “Oh yeah!” and followed up with a sales pitch to a seminar.
Do you think I bought?
Now, to be fair, I am NOT saying that this selling atrocity would not have occurred had the rep been using a contact management system. Nothing can take the place of a bit of common sense or a human brain. What I am saying, is that had this sales rep been using a proper contact management system, he could have looked up my name while we were talking (even put me on hold for a minute while he did this), scanned his notes from yesterday to see why he called me and recovered the call quickly and effectively.
You can’t be expected to commit every sales activity to memory. This is a sure recipe for failure and the reason why sales reps forget calls, are late sending proposals or routinely repeat the same questions to clients in successive meetings.
Get and start using a contact management system today. If you have one in place, make sure you are using it to its full capability. This is the only action I am recommending you take this week. You will be glad you did.
Colleen Francis, President of Engage Selling Solutions, helps sales professionals everywhere make an immediate and lasting impact on their sales. She offers key note speaking, sales training and sales coaching, all delivered with a savvy, no-nonsense approach. Learn more at www.engageselling.com
You can not be successful if you are not organized. Being organized does not mean having a spotless sanitized desk with a pen in every color to match your color coded file system. Nope. Being organized means having one place, one contact management system that you use everyday to manage all client files, your complete calendar, every task, and all information you need to prepare for each sales call.
There are a variety of systems you can use. Chose one that meets your business needs. I will not tell you what to buy. I will tell you that spreadsheets, databases and email systems are worthless systems to manage your sales opportunities. They do not allow you to manage key aspects of your business such as, scheduled follow up calls, your calendar, multiple account contacts, and your sales opportunity funnel, in one place.
I recommend a true sales force automation system such as, (for example) Infusion Act! Landslide, Salesforce.com, SugarCRM, Maximiser, Pivotal, Saleslogix, Goldmine or Oncontact, because they become your sales dashboard. A well used contact management system, organizes your day and your calls, while allowing you a complete view on all tasks required to close a sale. Please note that I am not endorsing any of these systems above. They were the only ones that I could think of off the top of my head….
A well implemented CRM is NOT an administration tool, it is a sales tool. If used properly it will help you sell more, in less time, and with less stress! Your objective is to get into the habit of using it everyday, for everything. The best sales people I know use their contact management systems to track, at a minimum:
1) Customer contact details for multiple account contacts
2) Personal and professional milestone dates such as birthdays and company anniversaries
3) Sales funnel opportunities such as how much a prospect will buy and when
4) Status of the prospect in the sales cycles, probability of close, and by when
5) Scheduled meetings, calls, and follow up tasks
6) Notes of past calls and actions
7) Links of emails sent
In short, every correspondence to or from a customer goes into the contact manager. Using it this way allows a top performer to empty their mind of data clutter, and forever eliminates the “…I have a funny feeling I have to do something today but I can’t remember what…” problem we inevitable get when we are busy, and disorganized.
With their mind freed up from “customer information clutter” the top 10% can focus their attention completely on the task they are working on at the moment, usually prospecting, presenting and closing without fear of missing another important task..
Here is an interesting story that shows how ineffective a sales call can be when you are not organized:
A few months ago I had a voice mail left from the office of a very prominent author and consultant. You would all know his name if I told you, so I won’t. The sales rep’s message was that Mr. Big Wig wanted to invite me to an event. I was intrigued and flattered so I called back, got the rep on the phone and said, “This is Colleen Francis, you called yesterday about a meeting with Mr. Big Wig?” He said…
“Oh…. I did?…. When did you say I called?”
“Yesterday.” Was my patient reply.
“Oh”…… (long pause)….”Hmm… “What did you say your name was again?”
“Colleen Francis” was my not so patient reply
“Hmm? I’m not sure what this was regarding; did you say you met X at an event?”
I went on to explain to the situation to the rep. He interrupted and said “Oh yeah!” and followed up with a sales pitch to a seminar.
Do you think I bought?
Now, to be fair, I am NOT saying that this selling atrocity would not have occurred had the rep been using a contact management system. Nothing can take the place of a bit of common sense or a human brain. What I am saying, is that had this sales rep been using a proper contact management system, he could have looked up my name while we were talking (even put me on hold for a minute while he did this), scanned his notes from yesterday to see why he called me and recovered the call quickly and effectively.
You can’t be expected to commit every sales activity to memory. This is a sure recipe for failure and the reason why sales reps forget calls, are late sending proposals or routinely repeat the same questions to clients in successive meetings.
Get and start using a contact management system today. If you have one in place, make sure you are using it to its full capability. This is the only action I am recommending you take this week. You will be glad you did.
Colleen Francis, President of Engage Selling Solutions, helps sales professionals everywhere make an immediate and lasting impact on their sales. She offers key note speaking, sales training and sales coaching, all delivered with a savvy, no-nonsense approach. Learn more at www.engageselling.com
Tuesday, August 17, 2010
Putting the Social in Social Media
Today sales expert Colleen Francis shares how you can make the most of the new selling world of social media.
"The more I use social media the less social I become." That's a quote from a conversation I overheard recently at the U.S. National Speakers' Association...and it's been on my mind a lot since then.
It's understandable that some business professionals are still a little wary of social media and social networking - and by the way that's a list of websites that includes Twitter, Facebook, and LinkedIn, among others. Indeed, time is too valuable to waste on fads, but the facts suggest that there is much more going on here than just another trend fueled by the power of everyone-else-is-doing-it psychology.
Take a step back from the technological allure of these websites and online apps and you can see that top-ranked social media share some important characteristics that are invaluable in sales:
--They can filter content and connect you directly, one-on-one, with others who are interested in similar things that matter to you;
--They help keep you in the conversation loop on topics that matter to you and your customers, including those that mention you or your company by name; and
--They provide you with a easy-to-access medium to be as useful to others as that medium can be for you.
In other words, the best social media sites have in common a key attribute that all top-ranked sales people look for in networking: they are places that can help you showcase your value as a resource to a well-defined group of people. That's something to be valued well ahead all others benefits associated with social networking, and yet it's the one that I find is still under-used by professionals...and that takes me back to that quote I heard at the conference.
If you are becoming less social while using more social media, then you're not using that tool correctly. Social media is not meant to replace physical contact. It's meant to compliment it, providing an additional outlet to listen and engage with your clients. And, in this marketplace you need as many customer contact outlets as possible to stay in that coveted top-of-mind position.
There's no question that social media has caught on with a large segment of today's marketplace. A 2010 Nieslen study in the U.S. found that it now occupies roughly 25% of online activities—and that's nearly double from just a year ago. So it's fair to say that this is an activity that's already being embraced by your existing customers as well as people with whom you'd like to do business.
Your challenge, therefore, is to find ways to make social media part of your client-attraction system. Here are five ways you can build on the social in your social networking activities:
1. Share useful tips, articles and announcements on Twitter. This includes retweeting good news about your customers. Showcase your skills by answering questions tweeted by others. By participating in the networks of your customers, you increase the chances they will want to engage with you offline more often.
2. Engage in conversations with clients via LinkedIn and blogs. At Engage, our most successful clients use LinkedIn and the comments section of their own blogs to ask and answer questions, create groups specific to their products/services and ensure they are connecting likeminded clients who can help each other. Some of our clients have great success creating virtual advisory groups that meet both online and offline to improve customer service and enhance products.
3. Create special offers for followers. Encourage participation in Facebook Fan Pages by giving away products and offering special discounts. This can also include inviting readers to join online newsletters and other promotional material…and don't forget to mention those special offers in your "on-hold message" for inbound client phone calls. By using a multifaceted approach, you engage customers many more times in a month than they could using only traditional media.
4. Elevate awareness by promoting live events and hosting virtual launch parties and special event pages on Facebook and LinkedIn. Invite customers to participate online and reward them for inviting others. It's a great way to attract new clients and reward existing ones.
5. Make yourself available using live chat. Let's face it. Some prospects might not want to pick up the phone and call you, but will be more receptive to chatting with you online. It's less formal helps build trust because it's dialogue established on their terms.
Social media and social networking sites are worth effort! It can help attract and retain more clients, but like all tools, you have to use them properly. Remember: this does not replace the legwork you have to do as a sales person in seeking out prospects, determining what they want and finding ways to meet those needs. Rather, it is an extension of those efforts; one more element in your arsenal to help you hit those sales targets month after month, year after year.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
"The more I use social media the less social I become." That's a quote from a conversation I overheard recently at the U.S. National Speakers' Association...and it's been on my mind a lot since then.
It's understandable that some business professionals are still a little wary of social media and social networking - and by the way that's a list of websites that includes Twitter, Facebook, and LinkedIn, among others. Indeed, time is too valuable to waste on fads, but the facts suggest that there is much more going on here than just another trend fueled by the power of everyone-else-is-doing-it psychology.
Take a step back from the technological allure of these websites and online apps and you can see that top-ranked social media share some important characteristics that are invaluable in sales:
--They can filter content and connect you directly, one-on-one, with others who are interested in similar things that matter to you;
--They help keep you in the conversation loop on topics that matter to you and your customers, including those that mention you or your company by name; and
--They provide you with a easy-to-access medium to be as useful to others as that medium can be for you.
In other words, the best social media sites have in common a key attribute that all top-ranked sales people look for in networking: they are places that can help you showcase your value as a resource to a well-defined group of people. That's something to be valued well ahead all others benefits associated with social networking, and yet it's the one that I find is still under-used by professionals...and that takes me back to that quote I heard at the conference.
If you are becoming less social while using more social media, then you're not using that tool correctly. Social media is not meant to replace physical contact. It's meant to compliment it, providing an additional outlet to listen and engage with your clients. And, in this marketplace you need as many customer contact outlets as possible to stay in that coveted top-of-mind position.
There's no question that social media has caught on with a large segment of today's marketplace. A 2010 Nieslen study in the U.S. found that it now occupies roughly 25% of online activities—and that's nearly double from just a year ago. So it's fair to say that this is an activity that's already being embraced by your existing customers as well as people with whom you'd like to do business.
Your challenge, therefore, is to find ways to make social media part of your client-attraction system. Here are five ways you can build on the social in your social networking activities:
1. Share useful tips, articles and announcements on Twitter. This includes retweeting good news about your customers. Showcase your skills by answering questions tweeted by others. By participating in the networks of your customers, you increase the chances they will want to engage with you offline more often.
2. Engage in conversations with clients via LinkedIn and blogs. At Engage, our most successful clients use LinkedIn and the comments section of their own blogs to ask and answer questions, create groups specific to their products/services and ensure they are connecting likeminded clients who can help each other. Some of our clients have great success creating virtual advisory groups that meet both online and offline to improve customer service and enhance products.
3. Create special offers for followers. Encourage participation in Facebook Fan Pages by giving away products and offering special discounts. This can also include inviting readers to join online newsletters and other promotional material…and don't forget to mention those special offers in your "on-hold message" for inbound client phone calls. By using a multifaceted approach, you engage customers many more times in a month than they could using only traditional media.
4. Elevate awareness by promoting live events and hosting virtual launch parties and special event pages on Facebook and LinkedIn. Invite customers to participate online and reward them for inviting others. It's a great way to attract new clients and reward existing ones.
5. Make yourself available using live chat. Let's face it. Some prospects might not want to pick up the phone and call you, but will be more receptive to chatting with you online. It's less formal helps build trust because it's dialogue established on their terms.
Social media and social networking sites are worth effort! It can help attract and retain more clients, but like all tools, you have to use them properly. Remember: this does not replace the legwork you have to do as a sales person in seeking out prospects, determining what they want and finding ways to meet those needs. Rather, it is an extension of those efforts; one more element in your arsenal to help you hit those sales targets month after month, year after year.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Tuesday, March 16, 2010
Building Your Business With Social Media
We often warn salespeople to be careful not to waste too much time when it comes to LinkedIn and FaceBook - but I don't think we often give the other point of view - the benefits they can bring to your business! Sales expert Colleen Francis shares this point of view with you today.
Our sales marketplace is changing. While it used to be run almost exclusively on face-to-face meetings and transactions, today, we have been transformed into a space occupied by networks of people where social capital is earned and valued. This has important ramifications for sales, because the real power behind social media is how it can help transform you from being a complete stranger into a known quantity even among groups of people you've not even met yet. Linked-in and FaceBook are great sites to start the transformation for all sales markets.
Linked-in: Widely considered as social media's go-to place for business, Linked-in helps you connect all your professional relationships and trusted personal contacts. This service is a great way to reinforce your network of clients and suppliers and discover previously untapped connections between people you know. It's also a great place for testimonials—to receive them and to write them about others who have provided you with great service.
One of the best ways to communicate your expertise and gain followers on Linked-in is by asking and answering questions. To do this effectively you can:
1. Join groups that are relevant to your business and participate actively in the forums;
2. Start your own group, focused on creating a community of focus on your product, service or topic / expertise area;
3. Search for questions based on keywords and supplant yourself in the middle of an ongoing conversation; and
4. Ask questions that will help you start a dialogue or gather research in an area that can better serve your customers and prospects.
Regardless of how you use questions make sure that you are delivering value in your answers. Do NOT shamelessly pitch your products or invite people to "check you out" on the web. Use the questions function in LinkedIn as a tool to showcase your expertise and knowledge in a specific subject matter and users will seek you out as a resource.
FaceBook: While many treat FaceBook as a more personal-focused networking tool, there's no denying that it's a great place to get noticed just by maintaining a presence. Remember: this is one of the most visited places on the web every day. Nielsen research in January 2010 ranked FaceBook third among the top-ten web brands in America today. Therefore, if you have a time-sensitive message that needs to get out, this is a good place to do that. Top-ranked real estate agents are masterful users of FaceBook, using the status updated to post news about their latest hot listings, encouraging readers to share that news with friends and family.
Make sure to create a fan page for your business and invite clients to join. The best companies ensure they deliver knowledge updates in the daily fan-page status field. They also share links and resources to fans on a daily basis. The aim is to create an active community that will dialogue with you and between themselves. You will attract referrals and testimonials if you provide high value advice everyday and reward the community for participation.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas".
Our sales marketplace is changing. While it used to be run almost exclusively on face-to-face meetings and transactions, today, we have been transformed into a space occupied by networks of people where social capital is earned and valued. This has important ramifications for sales, because the real power behind social media is how it can help transform you from being a complete stranger into a known quantity even among groups of people you've not even met yet. Linked-in and FaceBook are great sites to start the transformation for all sales markets.
Linked-in: Widely considered as social media's go-to place for business, Linked-in helps you connect all your professional relationships and trusted personal contacts. This service is a great way to reinforce your network of clients and suppliers and discover previously untapped connections between people you know. It's also a great place for testimonials—to receive them and to write them about others who have provided you with great service.
One of the best ways to communicate your expertise and gain followers on Linked-in is by asking and answering questions. To do this effectively you can:
1. Join groups that are relevant to your business and participate actively in the forums;
2. Start your own group, focused on creating a community of focus on your product, service or topic / expertise area;
3. Search for questions based on keywords and supplant yourself in the middle of an ongoing conversation; and
4. Ask questions that will help you start a dialogue or gather research in an area that can better serve your customers and prospects.
Regardless of how you use questions make sure that you are delivering value in your answers. Do NOT shamelessly pitch your products or invite people to "check you out" on the web. Use the questions function in LinkedIn as a tool to showcase your expertise and knowledge in a specific subject matter and users will seek you out as a resource.
FaceBook: While many treat FaceBook as a more personal-focused networking tool, there's no denying that it's a great place to get noticed just by maintaining a presence. Remember: this is one of the most visited places on the web every day. Nielsen research in January 2010 ranked FaceBook third among the top-ten web brands in America today. Therefore, if you have a time-sensitive message that needs to get out, this is a good place to do that. Top-ranked real estate agents are masterful users of FaceBook, using the status updated to post news about their latest hot listings, encouraging readers to share that news with friends and family.
Make sure to create a fan page for your business and invite clients to join. The best companies ensure they deliver knowledge updates in the daily fan-page status field. They also share links and resources to fans on a daily basis. The aim is to create an active community that will dialogue with you and between themselves. You will attract referrals and testimonials if you provide high value advice everyday and reward the community for participation.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas".
Friday, February 26, 2010
Getting the Commitment
A recent question to sales expert Colleen Francis asked how to deal with the people who "need to think about it." Take Colleen's advice, and you may be able to get those people thinking - right away!
The trick with this objection is determining whether it's a real objection or not. Some prospects toss out this objection because they want to get rid of you. Some prospects really do need time to think about it. How can you tell them apart? Here is a highly effective two-step model you can use to get to the real hesitation, while giving you the right information required to close the business.
1. Stop, look and listen
Start by doing nothing at all. Wait patiently for 3 seconds whether on the phone or in person. Silence creates a space between you and the objection that's needed for the prospect to jump in and provide more information. Since most prospects are uncomfortable with the silence, they tend to provide you with details of their objections within 1-2 seconds. This technique works amazingly well IF you are disciplined enough to bite your tongue for just 3 seconds. Client Autumn Shirley swears that this is the most effective sales technique I have taught her in 5 years of working with me!
When the prospect does jump in, they will elaborate on the "let me think about it" objection and reveal their true concerns. Maybe they have to take your proposal to their manager. Maybe they have to wait for budget approval. Or perhaps they are waiting for a partner to present an alternative solution. Regardless of what they reveal it will be valuable information for you to know.
2. Emphasize and Ask
After you have been silent, it's now time to speak up, but always in the form of a question first. To test the legitimacy of the objection, start by empathizing with the prospect and follow up with a clarifying question. For example,
Prospect : "Let me think about it."
You : "Thanks for letting me know, I think it's smart of you to consider all your options. I'm curious..."
--" what concerns do you still have? " or
--" what is causing you to hesitate? "or
--" what is your number one concern about not proceeding further? "or
--" how will you make a decision to go ahead or not? "
When used together, these two steps allow the prospect a comfortable environment to open up in and help you determine if the objection is real, a stall tactic, or worse - just a put off!
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas" and a FREE 10 day intensive sales eCourse.
The trick with this objection is determining whether it's a real objection or not. Some prospects toss out this objection because they want to get rid of you. Some prospects really do need time to think about it. How can you tell them apart? Here is a highly effective two-step model you can use to get to the real hesitation, while giving you the right information required to close the business.
1. Stop, look and listen
Start by doing nothing at all. Wait patiently for 3 seconds whether on the phone or in person. Silence creates a space between you and the objection that's needed for the prospect to jump in and provide more information. Since most prospects are uncomfortable with the silence, they tend to provide you with details of their objections within 1-2 seconds. This technique works amazingly well IF you are disciplined enough to bite your tongue for just 3 seconds. Client Autumn Shirley swears that this is the most effective sales technique I have taught her in 5 years of working with me!
When the prospect does jump in, they will elaborate on the "let me think about it" objection and reveal their true concerns. Maybe they have to take your proposal to their manager. Maybe they have to wait for budget approval. Or perhaps they are waiting for a partner to present an alternative solution. Regardless of what they reveal it will be valuable information for you to know.
2. Emphasize and Ask
After you have been silent, it's now time to speak up, but always in the form of a question first. To test the legitimacy of the objection, start by empathizing with the prospect and follow up with a clarifying question. For example,
Prospect : "Let me think about it."
You : "Thanks for letting me know, I think it's smart of you to consider all your options. I'm curious..."
--" what concerns do you still have? " or
--" what is causing you to hesitate? "or
--" what is your number one concern about not proceeding further? "or
--" how will you make a decision to go ahead or not? "
When used together, these two steps allow the prospect a comfortable environment to open up in and help you determine if the objection is real, a stall tactic, or worse - just a put off!
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas" and a FREE 10 day intensive sales eCourse.
Tuesday, February 9, 2010
Wow! Your Customers
Has your boss ever told you to wow your customers - leaving you wondering exactly what that means? It's a vague statement that people often misunderstand - so today, sales expert Colleen Francis shares what it really means to wow your customers.
Wowing your customer is surprisingly simple. Think of how you felt the last time you received an unexpected card from a friend or someone you work with. WOW!! Right? It means a lot when you know that someone has taken the time to think about you. It says that someone cares about you and wants you to be happy.
For example, a couple of years ago at a conference I interviewed a top 1 percent performer for a large chemical company. Bill was the number one sales rep for his company three years running. When asked to what he attributed his success, this is what he said:
The guys who hit quota know the client's birthday. The guys in the top 10 percent know the client's wife's birthday. I know the client's dog's birthday.
The lesson: Bill has achieved WOW! Bill is a Life Giver. Bill is a top performer.
Of course when it's just a kind gesture or two, WOW! doesn't take much effort at all. But making a habit of it means that a bit more thinking has to go into what you're doing. Getting good - really good - at WOW! means you have to keep an eye on the things you do on a regular basis. Here are three tips to keep in mind.
First, be consistent. If you want to be the person who always remembers everyone's birthday, it's not going to be enough to remember just once and then never again. By being consistent, you demonstrate to people that you're not being nice simply because you woke up one morning in a great mood. You're showing that this is something you do as a matter of practice...because you really care. Trust is built through consistent behavior over time.
Second, be prompt. Don't wait a month before sending out thank-you cards after hosting or attending that great event. Do something while the memory and the good feelings are still fresh in everyone's minds. You're sending a powerful message to people about what matters to you in your life.
Third, be thoughtful. This is where your creativity and attention to detail can help you really stand out. Remember that there are no limits to how much you can care for others.
Recently I interviewed a top salesperson and asked her what set her apart from everyone else in her business. "I genuinely love people and I like showing how much I appreciate them," she explained. "There are plenty who remember to send out a birthday card to a friend or client, but I'll bet I'm the only one who thinks to also send out an anniversary card to the couple!"
This week make a list of your best clients and create a WOW! Plan for the year. What can you celebrate with them? What can you send them? How can you show you truly care about them?
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas".
Wowing your customer is surprisingly simple. Think of how you felt the last time you received an unexpected card from a friend or someone you work with. WOW!! Right? It means a lot when you know that someone has taken the time to think about you. It says that someone cares about you and wants you to be happy.
For example, a couple of years ago at a conference I interviewed a top 1 percent performer for a large chemical company. Bill was the number one sales rep for his company three years running. When asked to what he attributed his success, this is what he said:
The guys who hit quota know the client's birthday. The guys in the top 10 percent know the client's wife's birthday. I know the client's dog's birthday.
The lesson: Bill has achieved WOW! Bill is a Life Giver. Bill is a top performer.
Of course when it's just a kind gesture or two, WOW! doesn't take much effort at all. But making a habit of it means that a bit more thinking has to go into what you're doing. Getting good - really good - at WOW! means you have to keep an eye on the things you do on a regular basis. Here are three tips to keep in mind.
First, be consistent. If you want to be the person who always remembers everyone's birthday, it's not going to be enough to remember just once and then never again. By being consistent, you demonstrate to people that you're not being nice simply because you woke up one morning in a great mood. You're showing that this is something you do as a matter of practice...because you really care. Trust is built through consistent behavior over time.
Second, be prompt. Don't wait a month before sending out thank-you cards after hosting or attending that great event. Do something while the memory and the good feelings are still fresh in everyone's minds. You're sending a powerful message to people about what matters to you in your life.
Third, be thoughtful. This is where your creativity and attention to detail can help you really stand out. Remember that there are no limits to how much you can care for others.
Recently I interviewed a top salesperson and asked her what set her apart from everyone else in her business. "I genuinely love people and I like showing how much I appreciate them," she explained. "There are plenty who remember to send out a birthday card to a friend or client, but I'll bet I'm the only one who thinks to also send out an anniversary card to the couple!"
This week make a list of your best clients and create a WOW! Plan for the year. What can you celebrate with them? What can you send them? How can you show you truly care about them?
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas".
Thursday, January 28, 2010
What Are Clients Looking For in 2010?
There's no magic answer for making more sales, but these tips from sales expert Colleen Francis would be an excellent start!
What are clients looking for in their sales professionals and partners? Sales reps who have that special something: the skills, tendencies and attributes that help build strong and lasting relationships. They are looking for people they can trust over the long term. Buyers are looking for partners with strong "personal" skills, according to ACT research. So, keep these in mind:
--Carefulness: Do you have a tendency to think and plan carefully before acting? This helps with reducing the chance for costly errors, as well as keeping a steady workflow going.
--Cooperation: Your willing to engage in interpersonal work situations is very important in the workplace and in your client's perspective. Clients love when you include other company resources and expert sources to help them solve their problems.
--Creativity: You've heard of "thinking outside the box?" Clients want innovative people who bring a fresh perspective. If you have nothing new to present, your clients will have no choice but to default to pricing as the key buying factor.
--Discipline: This includes the ability to keep on task and complete projects without becoming distracted or bored. Clients like to see that you can focus on their project - and them - from beginning to end.
--Drive: Clients want partners who have high aspiration levels and work hard to achieve their goals. Many senior level decision makers have remarked to me that they don't return sales reps call just to see if the rep has the drive and desire to call back!
--Good attitude: Clients want to be associated with Life Givers. You know that so enough said. OK...one more thought. Be NICE.
--Goodwill: Clients want to know that you are well intentioned, not self serving.
--Influence: You clients need strong sales leaders to guide the way. Having influence means positively impacting sales situations by highlighting your expertise, being honest, asking questions and engaging your client.
--Optimism: A positive attitude goes a long way toward productivity.
--Order or Organization skills: "Where did I put that?" A tendency to be well organized helps clients to perceive that working with you will be without major distractions or "roadblocks." Make sure it's easy to buy from you.
--Safe work behaviors: Clients want sales people who are not reckless and unnecessary risk-taking in a work environment. Incidentally, the word safe is considered to be one the top 12 most influential words (according to Yale) so use it in your sales presentations for profitable results.
--Savvy: This isn't just about job knowledge, but knowledge of the industry, your territory, the client, their family, and their working environment. It includes a tendency to read other people's motives from observed behavior and use this information to guide one’s thinking and action.
--Sociability: How much do you enjoy interacting with clients, potential clients and your colleagues? Clients can sense if you are a team player.
--Stability: Clients want to know that you have a tendency to maintain composure and rational in stressful work situations.
--Vigor: Can you keep up? Your clients are busy business owners. They need to be sure you can keep a rapid tempo and keep busy.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
What are clients looking for in their sales professionals and partners? Sales reps who have that special something: the skills, tendencies and attributes that help build strong and lasting relationships. They are looking for people they can trust over the long term. Buyers are looking for partners with strong "personal" skills, according to ACT research. So, keep these in mind:
--Carefulness: Do you have a tendency to think and plan carefully before acting? This helps with reducing the chance for costly errors, as well as keeping a steady workflow going.
--Cooperation: Your willing to engage in interpersonal work situations is very important in the workplace and in your client's perspective. Clients love when you include other company resources and expert sources to help them solve their problems.
--Creativity: You've heard of "thinking outside the box?" Clients want innovative people who bring a fresh perspective. If you have nothing new to present, your clients will have no choice but to default to pricing as the key buying factor.
--Discipline: This includes the ability to keep on task and complete projects without becoming distracted or bored. Clients like to see that you can focus on their project - and them - from beginning to end.
--Drive: Clients want partners who have high aspiration levels and work hard to achieve their goals. Many senior level decision makers have remarked to me that they don't return sales reps call just to see if the rep has the drive and desire to call back!
--Good attitude: Clients want to be associated with Life Givers. You know that so enough said. OK...one more thought. Be NICE.
--Goodwill: Clients want to know that you are well intentioned, not self serving.
--Influence: You clients need strong sales leaders to guide the way. Having influence means positively impacting sales situations by highlighting your expertise, being honest, asking questions and engaging your client.
--Optimism: A positive attitude goes a long way toward productivity.
--Order or Organization skills: "Where did I put that?" A tendency to be well organized helps clients to perceive that working with you will be without major distractions or "roadblocks." Make sure it's easy to buy from you.
--Safe work behaviors: Clients want sales people who are not reckless and unnecessary risk-taking in a work environment. Incidentally, the word safe is considered to be one the top 12 most influential words (according to Yale) so use it in your sales presentations for profitable results.
--Savvy: This isn't just about job knowledge, but knowledge of the industry, your territory, the client, their family, and their working environment. It includes a tendency to read other people's motives from observed behavior and use this information to guide one’s thinking and action.
--Sociability: How much do you enjoy interacting with clients, potential clients and your colleagues? Clients can sense if you are a team player.
--Stability: Clients want to know that you have a tendency to maintain composure and rational in stressful work situations.
--Vigor: Can you keep up? Your clients are busy business owners. They need to be sure you can keep a rapid tempo and keep busy.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
Friday, January 8, 2010
How to Ask for Testimonials
With all the new things you're doing to grow your business, have you given much thought to testimonials? They're a great way to show what you can do and inspire new clients to put their trust in you. Today sales expert Colleen Francis shows you the right way to ask for testimonials and start getting business from them!
While there are many, many ways to collect testimonials from clients here are 3 easy ways to get started right away.
1. Keep your ears open wide
When you're talking to your customers, does anyone ever share with you a little story about how they were able to make great use of your product or service? Check your email. Has anyone ever sent you a note just to say "thanks for the great work" on that last job you did for them? Or have you ever received glowing feedback from a client who responded to a survey that you sent out? Each of those is a testimonial, just waiting for you to act on it. And that takes me to my next point...
2. Ask and you shall receive
Remember our friend W. Clement Stone? He once famously said: "If there is something to gain and nothing to lose by asking, by all means ask!" When a client says great things about you, about your work or the products you sell, give them the opportunity to turn that praise into a testimonial. Simply ask: "I'd really love it if I could include what you just said in my client testimonials. Would that be okay?" People generally like to be helpful to other people, but they'll never get that opportunity to give you that all-powerful testimonial if you don't ask first.
3. Make it easy for people
One of the most common comments you'll hear from clients when asking for testimonials is "Well I'm really not much of a writer, so it's hard for me to put it in words." The real power of testimonials comes from the fact that they're not polished...they're authentic and from the heart. A marketing professional I know quite well recently shared with me his secret about how he addresses this issue in his business. "I borrowed an idea from John Caples - one of the great copywriters of the 20th century. When asking a client for a testimonial, he'd simply say 'Finish this sentence in 25 words or less: I really like (product/service/person) because...' This really works because it gets right to the point about the feelings people have for you, for what you do and for what you're selling."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
While there are many, many ways to collect testimonials from clients here are 3 easy ways to get started right away.
1. Keep your ears open wide
When you're talking to your customers, does anyone ever share with you a little story about how they were able to make great use of your product or service? Check your email. Has anyone ever sent you a note just to say "thanks for the great work" on that last job you did for them? Or have you ever received glowing feedback from a client who responded to a survey that you sent out? Each of those is a testimonial, just waiting for you to act on it. And that takes me to my next point...
2. Ask and you shall receive
Remember our friend W. Clement Stone? He once famously said: "If there is something to gain and nothing to lose by asking, by all means ask!" When a client says great things about you, about your work or the products you sell, give them the opportunity to turn that praise into a testimonial. Simply ask: "I'd really love it if I could include what you just said in my client testimonials. Would that be okay?" People generally like to be helpful to other people, but they'll never get that opportunity to give you that all-powerful testimonial if you don't ask first.
3. Make it easy for people
One of the most common comments you'll hear from clients when asking for testimonials is "Well I'm really not much of a writer, so it's hard for me to put it in words." The real power of testimonials comes from the fact that they're not polished...they're authentic and from the heart. A marketing professional I know quite well recently shared with me his secret about how he addresses this issue in his business. "I borrowed an idea from John Caples - one of the great copywriters of the 20th century. When asking a client for a testimonial, he'd simply say 'Finish this sentence in 25 words or less: I really like (product/service/person) because...' This really works because it gets right to the point about the feelings people have for you, for what you do and for what you're selling."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Tuesday, November 17, 2009
Ensuring a Profitable Sales Day
You all know how much I love a good time management tip! Today sales trainer Colleen Francis shares several tips she put together after working with a sales team that made a commitment to do proactive, outbound sales prospecting everyday from 9-11 am. Here's how they stick to it:
1) Print out a list of at least 30 names to call the night before you leave the office, so you don't have to turn on your computer first thing in the morning (and risk checking email).
2) Make your calls from a meeting room rather than the open cubicle area so other employees can't bother/interrupt you
3) Put the phone on do not disturb
4) Keep cell / mobile device in the car during the "calling time"
5) Have a weekly contest to see who can make the most calls / appointments and sales during this time
6) Instruct receptionist to put all inbound calls directly into voice mail.
7) Turn off email and web browsers. Only use CRM during this time. If this can be done at the source by IT, all the better!
8) Create your "to do list" or "to call list" the night before.
9) Arrive at work 30 minutes early to get settled before "call time starts".
10) Block other employees from entering the sales area during this time with a banner that reads "Do not enter. Earning your salary"!
11) Send prospecting emails to prospects at the end of the day rather than during the "call time".
"While some of these ideas are fun, some are serious, and some are outrageous, they all work," says Francis. "I am sure you have some ideas to add to the list as well. At its core, sales success is all about demand generation, lead generation and prospecting. No prospects, no sales. Knowing that, what are you doing everyday to ensure prospecting for new business remains a top priority on your team?"
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
1) Print out a list of at least 30 names to call the night before you leave the office, so you don't have to turn on your computer first thing in the morning (and risk checking email).
2) Make your calls from a meeting room rather than the open cubicle area so other employees can't bother/interrupt you
3) Put the phone on do not disturb
4) Keep cell / mobile device in the car during the "calling time"
5) Have a weekly contest to see who can make the most calls / appointments and sales during this time
6) Instruct receptionist to put all inbound calls directly into voice mail.
7) Turn off email and web browsers. Only use CRM during this time. If this can be done at the source by IT, all the better!
8) Create your "to do list" or "to call list" the night before.
9) Arrive at work 30 minutes early to get settled before "call time starts".
10) Block other employees from entering the sales area during this time with a banner that reads "Do not enter. Earning your salary"!
11) Send prospecting emails to prospects at the end of the day rather than during the "call time".
"While some of these ideas are fun, some are serious, and some are outrageous, they all work," says Francis. "I am sure you have some ideas to add to the list as well. At its core, sales success is all about demand generation, lead generation and prospecting. No prospects, no sales. Knowing that, what are you doing everyday to ensure prospecting for new business remains a top priority on your team?"
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Friday, October 16, 2009
Standing Out in a Commodity Market
A reader recently wrote in to sales trainer Colleen Francis with the following question:
In agriculture sales our product is commoditized and our prices are regulated by the markets. Of course we all have specialty and "unique" premium products but clients often see us all the same. What can we do to differentiate ourselves and not compete only on price? Thanks, Dean.
We agree with Francis, who says this is a great question for everyone, because in a marketplace where customers see similarities everywhere, we can all be reduced to commodities if we are not careful. What you need are a number of differentiators to use singularly or in tandem on each deal to break past the sameness and win the business.
Here are seven ideas:
--Give them something to talk about. Smother your prospects in testimonials and referrals from other companies. It's hard to ignore, or resist the word of respected peers in the marketplace.
--Meet their expectations. Ask them point blank what should be in your proposal, what it should cover and what it should cost. You might be surprised at how direct the answers are. Give the customer exactly what they want, in their words, and you will be surprised at how many more deals you close, more quickly.
--Acknowledge and appreciate. Thank your customers for doing business with you. Acknowledge that they are important to you. Reward them for staying with you. This will lead to repeat orders and referrals.
--Communicate with clients using their preferred technology. That could be face-to-face, phone, email, SKYPE, IM or FaceBook. It's not for you to decide. Meet your client where they are at and accommodate their requirements. That will set you apart from everyone else who refuses to participate in new modes of communication (and 80% of your competition will refuse to participate).
--Be nice. Remember their birthday, their spouse's birthday or even their dog's birthday. Remembering the person in a business relationship impresses the heck out of people!
--Be easy. Be the easiest to do business with. Let your customer be the diva for a change and help them buy from you in the ways that make sense to them.
--Be first. Return calls and emails so fast that it becomes part of what you're known for. Being there first is a dramatic demonstration of how much you care and how you work for the customer.
--Be last. Make your presentations and proposals last on their list for review so you can gage their comparison of yours to the others and make your memorable.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
In agriculture sales our product is commoditized and our prices are regulated by the markets. Of course we all have specialty and "unique" premium products but clients often see us all the same. What can we do to differentiate ourselves and not compete only on price? Thanks, Dean.
We agree with Francis, who says this is a great question for everyone, because in a marketplace where customers see similarities everywhere, we can all be reduced to commodities if we are not careful. What you need are a number of differentiators to use singularly or in tandem on each deal to break past the sameness and win the business.
Here are seven ideas:
--Give them something to talk about. Smother your prospects in testimonials and referrals from other companies. It's hard to ignore, or resist the word of respected peers in the marketplace.
--Meet their expectations. Ask them point blank what should be in your proposal, what it should cover and what it should cost. You might be surprised at how direct the answers are. Give the customer exactly what they want, in their words, and you will be surprised at how many more deals you close, more quickly.
--Acknowledge and appreciate. Thank your customers for doing business with you. Acknowledge that they are important to you. Reward them for staying with you. This will lead to repeat orders and referrals.
--Communicate with clients using their preferred technology. That could be face-to-face, phone, email, SKYPE, IM or FaceBook. It's not for you to decide. Meet your client where they are at and accommodate their requirements. That will set you apart from everyone else who refuses to participate in new modes of communication (and 80% of your competition will refuse to participate).
--Be nice. Remember their birthday, their spouse's birthday or even their dog's birthday. Remembering the person in a business relationship impresses the heck out of people!
--Be easy. Be the easiest to do business with. Let your customer be the diva for a change and help them buy from you in the ways that make sense to them.
--Be first. Return calls and emails so fast that it becomes part of what you're known for. Being there first is a dramatic demonstration of how much you care and how you work for the customer.
--Be last. Make your presentations and proposals last on their list for review so you can gage their comparison of yours to the others and make your memorable.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Tuesday, October 6, 2009
Get into Gear!
Who isn't busy these days? With everything you have to do in a day, it's likely you've become the ultimate multi-tasker - firing off emails to "talk" to potential clients, making calls while picking up the kids, and checking emails during meetings. While they are certainly efficient, sales expert Colleen Francis believes these behaviors cause us to lose sight of the real purpose of sales; to create engaging and memorable relationships with everyone in our network.
"There is a difference between connecting with someone and engaging with them," says Francis. "That difference is trust. And creating trust requires being nice, staying focused on their needs and treating them with respect."
What is respectful behavior in your relationships?
1. If you receive an email that you feel is challenging or upsetting, pick up the phone and call. Speak with them with genuine curiosity and respect.
2. If you must deliver bad news to a client or a colleague, use the phone or meet with them face to face to have a real conversation with them.
3. Listen, do not interrupt. A simple rule to follow is wait three seconds after someone has finished talking before you start. This will ensure you don't jump in, interrupt or overrun their conversation.
4. If email is the only option, write it once, save as a draft. Sleep on it and review your text the next day. Better yet - send an email that only says, "please can we talk".
5. Keep your private communications private - no need to tell the whole office or your networking group about an incident you had with a client, prospect or manager
6. Show acknowledgement and appreciation. In Honesty Sells Steven and I teach a technique called "getting into Gear". This technique works for client and internal relationships and it goes like this:
G: Genuine. Say it only if you mean it. People know when you are being insincere.
E: Exact. Explain what you are you acknowledging exactly. Don't just say, "Thanks for doing a good job." Say: "I appreciate the work you did on the Jones project. Your attention to detail on the contract negotiation was outstanding!"
A: At once. Catch people doing something good and acknowledge it right away. Don't wait a week. Do it now. Even if you have to make a phone call or send an e-mail rather than acknowledging someone in person. An immediate acknowledgment is always better than a delayed one.
R: Regular. You cannot harm people by over-appreciating them.
"Your success will be directly determined by your willingness to communicate with your network in a trust building way," says Francis. "In good times or bad, the type of salesperson you choose to be is entirely up to you. Choose to be kind, honest, open, and supportive of your clients. You'll see consistent sales growth; you'll build an excellent reputation; and you'll become a leader in your field - regardless of your market or the state of the economy."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
"There is a difference between connecting with someone and engaging with them," says Francis. "That difference is trust. And creating trust requires being nice, staying focused on their needs and treating them with respect."
What is respectful behavior in your relationships?
1. If you receive an email that you feel is challenging or upsetting, pick up the phone and call. Speak with them with genuine curiosity and respect.
2. If you must deliver bad news to a client or a colleague, use the phone or meet with them face to face to have a real conversation with them.
3. Listen, do not interrupt. A simple rule to follow is wait three seconds after someone has finished talking before you start. This will ensure you don't jump in, interrupt or overrun their conversation.
4. If email is the only option, write it once, save as a draft. Sleep on it and review your text the next day. Better yet - send an email that only says, "please can we talk".
5. Keep your private communications private - no need to tell the whole office or your networking group about an incident you had with a client, prospect or manager
6. Show acknowledgement and appreciation. In Honesty Sells Steven and I teach a technique called "getting into Gear". This technique works for client and internal relationships and it goes like this:
G: Genuine. Say it only if you mean it. People know when you are being insincere.
E: Exact. Explain what you are you acknowledging exactly. Don't just say, "Thanks for doing a good job." Say: "I appreciate the work you did on the Jones project. Your attention to detail on the contract negotiation was outstanding!"
A: At once. Catch people doing something good and acknowledge it right away. Don't wait a week. Do it now. Even if you have to make a phone call or send an e-mail rather than acknowledging someone in person. An immediate acknowledgment is always better than a delayed one.
R: Regular. You cannot harm people by over-appreciating them.
"Your success will be directly determined by your willingness to communicate with your network in a trust building way," says Francis. "In good times or bad, the type of salesperson you choose to be is entirely up to you. Choose to be kind, honest, open, and supportive of your clients. You'll see consistent sales growth; you'll build an excellent reputation; and you'll become a leader in your field - regardless of your market or the state of the economy."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Tuesday, August 25, 2009
Beating the End-of-Summer-Blues
With August winding down, it's time for the kids to head back to school - and for any salespeople still dreaming of vacation mode to snap out of it. We're closing in on Q4, and you've got goals to meet!
That being said, we've got a great article from sales trainer Colleen Francis to help get you out of vacation mode and back to your sales goals. Print out these top six traits of successful salespeople and put them up right by your computer. You'll be inspired to get back to work, and to sell more than ever!
Successful Salespeople...
1. Work smart and effectively
They intention, they plan and they take action. They take time to play. They get up early, rarely complain. While expecting performance from others, they expect extraordinary performance from themselves. Repeated, high-level success starts with recognition that hard work pays off.
2. Are curious and eager to learn
They study, ask questions, read and learn - constantly! They apply and/or take advantage of what they learn. Repeated success is not about memorizing facts, it's about being able to take information and create, build, or use it in new and resourceful ways. Successful people want to learn everything about everything!
3. Work on themselves
Socrates said 'Know Thyself.' Really successful people work on their personality, leadership skills, management skills, and every other detail of life. When a relationship or business deal goes sour, they learn from what happened and do better next time. Successful people don't accept flaws; they fix them!
4. Are self-reliant and take responsibility
Successful people don't worry about blame. They don't waste time complaining and they take responsibility for all their results good or bad. They make decisions and move on. Extremely successful people take the initiative, take action and accept the responsibilities for their decisions and the results. Your clients want to deal with agents, not victims. The buck stops with you. Own up to your results and if you don't like them don't worry. If you change your actions you can change your results... if you take action immediately. The decision to change is yours.
5. Respond wisely to change
Even in times of stress or turmoil, highly successful people keep their balance. They know the value of timing, humor, patience and being prepared. Extraordinarily successful people breathe easily, ask questions, and make quick decisions, even in a crisis. Unsuccessful people resist change. They are frightened by change and prefer the "devil they know." Highly successful people embrace change because they know that change can bring new and better results. What are you doing everyday to create a new and improved result? What changes do you make when you don't like your results. Remember. If you always do what you have always done, you will always get what you have always gotten.
6. Take action!
When an investment isn't working out, they sell. When they see an opportunity, they make the call. If an important relationship is cooling down, they take time to renew it. When technology, a new competitor or a change in the economic situation requires an adjustment, they are the first and quickest to respond. Business does not stop and wait until you make a decision. Act now and take advantage of what all opportunities hold. You will not be disappointed. This trait above all else will propel you to success.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
That being said, we've got a great article from sales trainer Colleen Francis to help get you out of vacation mode and back to your sales goals. Print out these top six traits of successful salespeople and put them up right by your computer. You'll be inspired to get back to work, and to sell more than ever!
Successful Salespeople...
1. Work smart and effectively
They intention, they plan and they take action. They take time to play. They get up early, rarely complain. While expecting performance from others, they expect extraordinary performance from themselves. Repeated, high-level success starts with recognition that hard work pays off.
2. Are curious and eager to learn
They study, ask questions, read and learn - constantly! They apply and/or take advantage of what they learn. Repeated success is not about memorizing facts, it's about being able to take information and create, build, or use it in new and resourceful ways. Successful people want to learn everything about everything!
3. Work on themselves
Socrates said 'Know Thyself.' Really successful people work on their personality, leadership skills, management skills, and every other detail of life. When a relationship or business deal goes sour, they learn from what happened and do better next time. Successful people don't accept flaws; they fix them!
4. Are self-reliant and take responsibility
Successful people don't worry about blame. They don't waste time complaining and they take responsibility for all their results good or bad. They make decisions and move on. Extremely successful people take the initiative, take action and accept the responsibilities for their decisions and the results. Your clients want to deal with agents, not victims. The buck stops with you. Own up to your results and if you don't like them don't worry. If you change your actions you can change your results... if you take action immediately. The decision to change is yours.
5. Respond wisely to change
Even in times of stress or turmoil, highly successful people keep their balance. They know the value of timing, humor, patience and being prepared. Extraordinarily successful people breathe easily, ask questions, and make quick decisions, even in a crisis. Unsuccessful people resist change. They are frightened by change and prefer the "devil they know." Highly successful people embrace change because they know that change can bring new and better results. What are you doing everyday to create a new and improved result? What changes do you make when you don't like your results. Remember. If you always do what you have always done, you will always get what you have always gotten.
6. Take action!
When an investment isn't working out, they sell. When they see an opportunity, they make the call. If an important relationship is cooling down, they take time to renew it. When technology, a new competitor or a change in the economic situation requires an adjustment, they are the first and quickest to respond. Business does not stop and wait until you make a decision. Act now and take advantage of what all opportunities hold. You will not be disappointed. This trait above all else will propel you to success.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Friday, August 21, 2009
Keep in Touch - The Right Way!
A reader of Colleen Francis' sales blog recently asked her the best way to stay in touch with a customer without sounding like you're trying to sell something every time. Often times a long sales process necessitates you check back in - but you better not say you're calling to check in! Use these tips from Francis instead.
Try incorporating the following 5 habits into your sales regimen:
1. Plan regular contacts with all your customers. According to the American Marketing Association, people can handle up to 200 contacts per year. Even I think that might be a little overkill, so how about agreeing to contact your clients once every two weeks? This will help guarantee that your clients never get the chance to forget who you are or slip away unnoticed.
2. Never multi-task when talking to a customer. I can't stress this enough. In the era of BlackBerry's, cell phones and Bluetooth, we all think we can do a thousand things at once. If you're checking your email or updating your schedule while on the phone with a client, believe me - they can tell! Whether you're with your client in person or on the phone, give them your full attention. Turn off the cell phone, email or PDA and stay focused on the person you're actually talking to. This won't result in you missing out on other opportunities. It will increase your likelihood of getting more business from the customer you're with!
3. Show your sincere appreciation. Every time a customer buys something from you, gives you a referral or goes out of their way for you, don't just sit back and expect that they will continue to do so in the future. Acknowledge what they have done and thank them for their business, assistance or generosity. Remember: reciprocity is, by definition, a two-way street. When people give you something and you don't acknowledge it, most of them will think long and hard before helping you again.
4. If you haven't heard from a client because they are out of the office, busy, sick, traveling or just plain ignoring you, don't stop trying to reach them. Keeping the lines of communication open will maximize the chances that you will get a response when the person is better positioned to give you one. If your usual methods of communicating aren't working, try something innovative, like sending a message by courier, fax or snail mail. Sometimes simply shaking up the way you communicate is enough to recapture a client's attention.
5. Last and most definitely not least, always think of your clients first and put their needs ahead of your own. This doesn't have to be a grand gesture or heroic act of self-sacrifice. The next time you read an article that you think might interest your client, just send it along to them with a little note (if appropriate) that says: "I thought this might be of interest to you."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Try incorporating the following 5 habits into your sales regimen:
1. Plan regular contacts with all your customers. According to the American Marketing Association, people can handle up to 200 contacts per year. Even I think that might be a little overkill, so how about agreeing to contact your clients once every two weeks? This will help guarantee that your clients never get the chance to forget who you are or slip away unnoticed.
2. Never multi-task when talking to a customer. I can't stress this enough. In the era of BlackBerry's, cell phones and Bluetooth, we all think we can do a thousand things at once. If you're checking your email or updating your schedule while on the phone with a client, believe me - they can tell! Whether you're with your client in person or on the phone, give them your full attention. Turn off the cell phone, email or PDA and stay focused on the person you're actually talking to. This won't result in you missing out on other opportunities. It will increase your likelihood of getting more business from the customer you're with!
3. Show your sincere appreciation. Every time a customer buys something from you, gives you a referral or goes out of their way for you, don't just sit back and expect that they will continue to do so in the future. Acknowledge what they have done and thank them for their business, assistance or generosity. Remember: reciprocity is, by definition, a two-way street. When people give you something and you don't acknowledge it, most of them will think long and hard before helping you again.
4. If you haven't heard from a client because they are out of the office, busy, sick, traveling or just plain ignoring you, don't stop trying to reach them. Keeping the lines of communication open will maximize the chances that you will get a response when the person is better positioned to give you one. If your usual methods of communicating aren't working, try something innovative, like sending a message by courier, fax or snail mail. Sometimes simply shaking up the way you communicate is enough to recapture a client's attention.
5. Last and most definitely not least, always think of your clients first and put their needs ahead of your own. This doesn't have to be a grand gesture or heroic act of self-sacrifice. The next time you read an article that you think might interest your client, just send it along to them with a little note (if appropriate) that says: "I thought this might be of interest to you."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
Wednesday, June 17, 2009
Building Trust in Today's Economy
For many people, the instability of the economic climate has left them feeling wary of new deals or contracts. For this reason, it's vital that you create a foundation of trust for your relationship, and then constantly work to maintain it.
According to sales trainer Colleen Francis, "Meeting - or exceeding - customer expectations is at the heart of trust. When expectations aren't met, trust is broken, opportunities are missed and sales can be lost, all despite the countless hours of hard work that were put in to almost making something happen."
Here are Francis' tips for maintaining a trusting client relationship:
1. Be clear, thorough - and honest
Shared expectations produce greater harmony and more sales - period. When establishing expectations at the onset of a project, be as thorough as possible, and be prepared to adjust as needed.
For example, if you find the customer asking for something you simply can't deliver, try some of the following to set the right expectations, right from the start:
--"I'm not sure we can provide the program with that deposit schedule. If we can't, does that mean it's over between us?"
--"I don't think we can meet your delivery schedule. Knowing that, does it make sense for us to move forward?"
In addition, be clear about what your customer can expect from you, as well as what they can't. Tell them what you can deliver instead of what they are asking for. Tell them that if ever you are unable to fulfill a request, you will always let them know either up front, or the minute you realize it yourself.
2. Set the bar for consistent performance
Remember the old adage, "under-promise and over-deliver?" In sales, this isn't just a falsehood - it also sets an expectation that you might not be able to keep up with in the future.
When you under-promise and over-deliver, you set the bar for what the customer expects you to deliver at a whole new level. What you "over-delivered" becomes the new baseline, and when you aren't able to meet this new standard consistently, your customer will end up feeling confused, disappointed - or betrayed.
To build a consistently profitable relationship, there's no point in delivering better, faster for less investment than your original promise if you know that you can't keep that promise through the relationship. It's better to simply say what you are going to do, and then do it exactly as and when you said you would.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
According to sales trainer Colleen Francis, "Meeting - or exceeding - customer expectations is at the heart of trust. When expectations aren't met, trust is broken, opportunities are missed and sales can be lost, all despite the countless hours of hard work that were put in to almost making something happen."
Here are Francis' tips for maintaining a trusting client relationship:
1. Be clear, thorough - and honest
Shared expectations produce greater harmony and more sales - period. When establishing expectations at the onset of a project, be as thorough as possible, and be prepared to adjust as needed.
For example, if you find the customer asking for something you simply can't deliver, try some of the following to set the right expectations, right from the start:
--"I'm not sure we can provide the program with that deposit schedule. If we can't, does that mean it's over between us?"
--"I don't think we can meet your delivery schedule. Knowing that, does it make sense for us to move forward?"
In addition, be clear about what your customer can expect from you, as well as what they can't. Tell them what you can deliver instead of what they are asking for. Tell them that if ever you are unable to fulfill a request, you will always let them know either up front, or the minute you realize it yourself.
2. Set the bar for consistent performance
Remember the old adage, "under-promise and over-deliver?" In sales, this isn't just a falsehood - it also sets an expectation that you might not be able to keep up with in the future.
When you under-promise and over-deliver, you set the bar for what the customer expects you to deliver at a whole new level. What you "over-delivered" becomes the new baseline, and when you aren't able to meet this new standard consistently, your customer will end up feeling confused, disappointed - or betrayed.
To build a consistently profitable relationship, there's no point in delivering better, faster for less investment than your original promise if you know that you can't keep that promise through the relationship. It's better to simply say what you are going to do, and then do it exactly as and when you said you would.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
Friday, May 22, 2009
Recognizing Buying Signals
If you're new to sales, or just looking for a refresher course, this advice from sales trainer Colleen Francis is important to remember. A reader recently asked her how to recognize buying signals - something we all should be able to do! Read on to make sure you're ready to recognize, and capitalize, on buying signals.
"Listening to the client and recognizing buying signals as your opportunity to close will help you get more deals done more quickly," says Francis. "To do this effectively you will need to know the signals and the appropriate responses."
Here are some common statements / signals your client may make during the sales presentation or process:
Signal: "I could likely have a few people help me with that."
Response: "Great. Do you have their names now?"
Signal: "That would work well with my plans to..."
Response: "Tell me how."
Note: Although this doesn't go for the close directly it helps them reinforce the benefits, and puts them in a position where they are visualizing ownership even more.
Signal: "Mary would be the lady who would help you with the paperwork..."
Response: "Good. Tell me a little about Mary. May I have her contact information?"
Note: We want to get them involved in discussing and planning the details of the next step (meaning the sale). Also, by getting others involved, of course they're deep into the transaction.
Possible Buying Signal: They relate an experience with a competitor, or a similar type of product or even if it was negative. "I talked to another consultant once about this program and didn't have a great experience."
Response: "Oh? What happened?"
Note: This could mean that they're open to your service, and are hesitant because they were burned before and need to be assured that you are different. You need to get the details first. Dig deep. Keep them talking. The more you have, the more you're able to deal with reasons, not symptoms.
"Your job is to keep the conversations moving towards the sale," says Francis. "In other words: ask questions!"
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
The SalesDog blog will be quiet on Monday as we take the day off to spend time with our families and remember those that have served our country. We'll see you on Tuesday!
"Listening to the client and recognizing buying signals as your opportunity to close will help you get more deals done more quickly," says Francis. "To do this effectively you will need to know the signals and the appropriate responses."
Here are some common statements / signals your client may make during the sales presentation or process:
Signal: "I could likely have a few people help me with that."
Response: "Great. Do you have their names now?"
Signal: "That would work well with my plans to..."
Response: "Tell me how."
Note: Although this doesn't go for the close directly it helps them reinforce the benefits, and puts them in a position where they are visualizing ownership even more.
Signal: "Mary would be the lady who would help you with the paperwork..."
Response: "Good. Tell me a little about Mary. May I have her contact information?"
Note: We want to get them involved in discussing and planning the details of the next step (meaning the sale). Also, by getting others involved, of course they're deep into the transaction.
Possible Buying Signal: They relate an experience with a competitor, or a similar type of product or even if it was negative. "I talked to another consultant once about this program and didn't have a great experience."
Response: "Oh? What happened?"
Note: This could mean that they're open to your service, and are hesitant because they were burned before and need to be assured that you are different. You need to get the details first. Dig deep. Keep them talking. The more you have, the more you're able to deal with reasons, not symptoms.
"Your job is to keep the conversations moving towards the sale," says Francis. "In other words: ask questions!"
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
The SalesDog blog will be quiet on Monday as we take the day off to spend time with our families and remember those that have served our country. We'll see you on Tuesday!
Tuesday, April 21, 2009
Five Simple Things You Can Do Every Day to Improve Your Bottom Line
Prospecting is the most essential part of building business. Yes, client retention and customer service are important, but you can't do those things without having the clients in the first place!
According to sales trainer Colleen Francis, "The key to successful prospecting is to make it a daily habit. Never let a day go by without doing at least one thing to generate new business. Recognize that each time you do this; you're putting new potential leads into your funnel. With time, your commitment to that one simple act will bring great results, including a boost to your bottom line."
Let's look a bit closer at those daily prospecting habits. Here are five simple things you can do every day to refine your skills.
1. Pick up the phone. One of your most powerful selling tools is sitting right there on your desk. Pick up the phone and make a new call to a new potential lead. Successful people who are in the top ten percent of any organization will tell you that this habit is vital for finding new leads and turning them into customers. Not every call is going to result in a new sale. And sales are not the only reason why you need to pick up that phone every day. Talking to people builds your confidence and teaches you to fine-tune your listening skills. Both of those will help you go a long way to meeting your sales goals.
2. Go to a networking event. Whether it's a sales seminar or a charity golf tournament, a networking event is your opportunity to show your face in the community and to meet new people. To be clear, no one is there to buy anything, so no pitching! People at networking events are most definitely keen on making new connections...and new connections can lead to some great relationships. Make time for events in your business calendar, and always be on the lookout for new ones by subscribing to email distribution lists for social events in your area or by joining business- or trade-related groups on social networking sites like Facebook or LinkedIn.
3. Send an email. The third thing you can do to hone your prospecting skills is to send an email to a prospective customer to follow-up on an earlier discussion. It costs you nothing but a few minutes of your time and the mere act of reaching out to someone helps to cement the relationship you have with that person. Don't fall victim to the "out of sight, out of mind" principle. Stay on your prospect's radar. Remember that for every 30 days your prospects goes without hearing from you, they lose 10% of their potential value to you.
4. Rekindle. Maybe there's a reason why that's happened. A quick note or phone call is often all it takes to rekindle that business relationship you once had with a client and that can result in some pretty exciting leads. Reviving lost customers can be a profitable way to generate business now.
5. Call a satisfied customer. Call a customer that you know who is really happy with your services. You can call just to say hello, you can share with them a business-related tip, a link to a great news article you just finished reading, or you can even take the opportunity to ask for a referral or a testimonial. Satisfied customers, especially those that you have recently started to work with, have already seen the benefits of the product you sell or the service you provide. Staying in touch and remaining a familiar face is how you reinforce that positive experience.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
According to sales trainer Colleen Francis, "The key to successful prospecting is to make it a daily habit. Never let a day go by without doing at least one thing to generate new business. Recognize that each time you do this; you're putting new potential leads into your funnel. With time, your commitment to that one simple act will bring great results, including a boost to your bottom line."
Let's look a bit closer at those daily prospecting habits. Here are five simple things you can do every day to refine your skills.
1. Pick up the phone. One of your most powerful selling tools is sitting right there on your desk. Pick up the phone and make a new call to a new potential lead. Successful people who are in the top ten percent of any organization will tell you that this habit is vital for finding new leads and turning them into customers. Not every call is going to result in a new sale. And sales are not the only reason why you need to pick up that phone every day. Talking to people builds your confidence and teaches you to fine-tune your listening skills. Both of those will help you go a long way to meeting your sales goals.
2. Go to a networking event. Whether it's a sales seminar or a charity golf tournament, a networking event is your opportunity to show your face in the community and to meet new people. To be clear, no one is there to buy anything, so no pitching! People at networking events are most definitely keen on making new connections...and new connections can lead to some great relationships. Make time for events in your business calendar, and always be on the lookout for new ones by subscribing to email distribution lists for social events in your area or by joining business- or trade-related groups on social networking sites like Facebook or LinkedIn.
3. Send an email. The third thing you can do to hone your prospecting skills is to send an email to a prospective customer to follow-up on an earlier discussion. It costs you nothing but a few minutes of your time and the mere act of reaching out to someone helps to cement the relationship you have with that person. Don't fall victim to the "out of sight, out of mind" principle. Stay on your prospect's radar. Remember that for every 30 days your prospects goes without hearing from you, they lose 10% of their potential value to you.
4. Rekindle. Maybe there's a reason why that's happened. A quick note or phone call is often all it takes to rekindle that business relationship you once had with a client and that can result in some pretty exciting leads. Reviving lost customers can be a profitable way to generate business now.
5. Call a satisfied customer. Call a customer that you know who is really happy with your services. You can call just to say hello, you can share with them a business-related tip, a link to a great news article you just finished reading, or you can even take the opportunity to ask for a referral or a testimonial. Satisfied customers, especially those that you have recently started to work with, have already seen the benefits of the product you sell or the service you provide. Staying in touch and remaining a familiar face is how you reinforce that positive experience.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
Tuesday, March 24, 2009
Dealing with Complaints
A reader recently wrote to sales trainer Colleen Francis asking her how to deal with complaints. Knowing how to deal with an unhappy customer is a very important thing for a salesperson to be able to do, especially when an unsettling economy can make your customers more likely to complain about things that never bothered them before! Read on for her expert advice.
Step one - Get on their side. "OOOH that's terrible!" is a great starting point because it puts you on the same side of the issue with the customer and shows that you care about the complaint. Acknowledging the client's right to be upset is the first step in calming them down - especially if they are visibly upset or angry.
Step two - Thank the client for sharing the information with you. Rather than saying "I'm sorry" say "Thank you for sharing this with me". That will put the customer at ease and indicate to them that you emphasize and are about to take action.
Step three - Make a positive action statement. Example - "Now that I know, I can take action to get something done right away" The client doesn't want sympathy or excuses, they want the problem solved.
Step four - Ask for suggestions. I like to use "Mr. Voice, what would be your ideal solution to (this problem)?" Most often the dissatisfied client will ask for something less than you would freely offer. Angry clients often react negatively to solutions that they feel they have not had any say in.
Step five - Solve the issue. "Mr. Voice thanks again for bringing this to my attention. I appreciate the opportunity to make the situation right, by.... (whatever the client and you agreed would be the solution). We want to keep you as a valuable client and I am sorry you experienced this."
Step six - Send them a thank you note and small gift. I suggest something that is NOT branded but rather something that is more personal. Maybe a Starbucks card, a book or some chocolates. Thank them again for allowing you to resolve the issue for them and for their loyalty. This show of appreciation will ensure that their next purchase is with you.
Step seven - Follow up. Conduct a quick survey to make sure the issue is still solved to their satisfaction. Wait about 10 days and make the call. Be sure to conduct this call over the phone, an email will NOT cut it. This is your chance to connect with the customer again, in a more positive communication. You will build rapport, enhance trust and gain referrals.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
Step one - Get on their side. "OOOH that's terrible!" is a great starting point because it puts you on the same side of the issue with the customer and shows that you care about the complaint. Acknowledging the client's right to be upset is the first step in calming them down - especially if they are visibly upset or angry.
Step two - Thank the client for sharing the information with you. Rather than saying "I'm sorry" say "Thank you for sharing this with me". That will put the customer at ease and indicate to them that you emphasize and are about to take action.
Step three - Make a positive action statement. Example - "Now that I know, I can take action to get something done right away" The client doesn't want sympathy or excuses, they want the problem solved.
Step four - Ask for suggestions. I like to use "Mr. Voice, what would be your ideal solution to (this problem)?" Most often the dissatisfied client will ask for something less than you would freely offer. Angry clients often react negatively to solutions that they feel they have not had any say in.
Step five - Solve the issue. "Mr. Voice thanks again for bringing this to my attention. I appreciate the opportunity to make the situation right, by.... (whatever the client and you agreed would be the solution). We want to keep you as a valuable client and I am sorry you experienced this."
Step six - Send them a thank you note and small gift. I suggest something that is NOT branded but rather something that is more personal. Maybe a Starbucks card, a book or some chocolates. Thank them again for allowing you to resolve the issue for them and for their loyalty. This show of appreciation will ensure that their next purchase is with you.
Step seven - Follow up. Conduct a quick survey to make sure the issue is still solved to their satisfaction. Wait about 10 days and make the call. Be sure to conduct this call over the phone, an email will NOT cut it. This is your chance to connect with the customer again, in a more positive communication. You will build rapport, enhance trust and gain referrals.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
Wednesday, December 24, 2008
Closing Business During the Holidays
Yes, tomorrow is Christmas. How many of you are working today? How about on Friday, the day after, or next week? Just like you, there are plenty of people at work - so don't think you can slack off - especially if you're still chasing that end-of-the-year number! Yesterday sales trainer Colleen Francis gave us some ideas on keeping sales going now and through the end of the year. Here are a few more for you to try:
1. Question them into a corner - and close them when they get there. Tell your clients: "I would be happy to call you back next year. Do you mind if I ask, what will have to be different in May to make you want to buy from me then?" Or take the opposite approach, and ask: "Will anything change over the next few weeks that will cause you not to buy?" Once the prospect assures you that they do want to do business with you, you can respond with: "Great! Let's get your order into production now so your project won't be delayed, and we'll deliver it after January 1st."
2. One of my clients offers to ship his product in advance and the invoice later, so his customers can benefit from having the product on site while paying for it later. Of course, he only does this with clients who have excellent credit. But it works great - and he never has to discount his prices!
3. Use the "F" word. Agree with your clients, and then disagree, by offering an alternative: "I understand how you feel. Other clients of mine have told me that they felt the same way. What they have found is that they can save up to 20% if they buy now. For example, at ACME corporation they..."
4. Get a testimonial letter. Testimonials are the most powerful tool in your arsenal. Ask someone who bought before the quarter end, or any client who accelerated their purchase and was glad they did so, to write you a two-paragraph letter. The first paragraph should state how they originally wanted to wait, and the value they received by not putting it off - for example, did they save money? Time? The second paragraph should detail how happy they are with your after-sales service.
5. Get scarce! Remind your customers (if it's true!) that the price will be going up after a specified date or that there might be a product or delivery back-up after the first of the month, and advise them to schedule delivery now. If your business tends to be seasonal, encourage clients to buy during off-peak periods in order to get priority shipping and production.
"The success with which you handle the end of the year trap is directly related to the quality of the relationship you've built with your prospect or customer," says Francis. "A good relationship gives you more freedom to press for immediate action. A weak relationship may mean you end up having to wait until next year to make the sale - or longer."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 10 day intensive sales eCourse: www.EngagingIdeasOnline.com
The SalesDog blog will be quiet tomorrow and Friday as we take time off to enjoy the holiday with our families. Happy Holidays, and we'll see you on Monday!
1. Question them into a corner - and close them when they get there. Tell your clients: "I would be happy to call you back next year. Do you mind if I ask, what will have to be different in May to make you want to buy from me then?" Or take the opposite approach, and ask: "Will anything change over the next few weeks that will cause you not to buy?" Once the prospect assures you that they do want to do business with you, you can respond with: "Great! Let's get your order into production now so your project won't be delayed, and we'll deliver it after January 1st."
2. One of my clients offers to ship his product in advance and the invoice later, so his customers can benefit from having the product on site while paying for it later. Of course, he only does this with clients who have excellent credit. But it works great - and he never has to discount his prices!
3. Use the "F" word. Agree with your clients, and then disagree, by offering an alternative: "I understand how you feel. Other clients of mine have told me that they felt the same way. What they have found is that they can save up to 20% if they buy now. For example, at ACME corporation they..."
4. Get a testimonial letter. Testimonials are the most powerful tool in your arsenal. Ask someone who bought before the quarter end, or any client who accelerated their purchase and was glad they did so, to write you a two-paragraph letter. The first paragraph should state how they originally wanted to wait, and the value they received by not putting it off - for example, did they save money? Time? The second paragraph should detail how happy they are with your after-sales service.
5. Get scarce! Remind your customers (if it's true!) that the price will be going up after a specified date or that there might be a product or delivery back-up after the first of the month, and advise them to schedule delivery now. If your business tends to be seasonal, encourage clients to buy during off-peak periods in order to get priority shipping and production.
"The success with which you handle the end of the year trap is directly related to the quality of the relationship you've built with your prospect or customer," says Francis. "A good relationship gives you more freedom to press for immediate action. A weak relationship may mean you end up having to wait until next year to make the sale - or longer."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 10 day intensive sales eCourse: www.EngagingIdeasOnline.com
The SalesDog blog will be quiet tomorrow and Friday as we take time off to enjoy the holiday with our families. Happy Holidays, and we'll see you on Monday!
Tuesday, December 23, 2008
Escape the End-of-Year Trap
Are you caught in the end-of-the-year trap? According to sales trainer Colleen Francis, that's when "you've got pressure from your manager to close deals NOW, while you're getting the put off from clients who want to call you back after the holidays, next year."
"The end of the year is a time when both you and buyers have fires burning bright and often those priorities conflict with each other," continues Francis. "Many times we find that buyers use other priorities as an excuse to put buying decisions on hold. This can be especially bad if your clients tend to be publicly traded companies with a budget to hit by the end of the year."
"We're too busy now!", and "Call me back next year" are two of the most frustrating stalling tactics you'll ever hear in sales.
So what can you do to stop your prospects from stalling - and put a stop to the end of the year trap? Here are 10 suggestions from Francis:
1. Keep your pipeline full. If you have a pipeline with at least three to four times as many prospects as you need in order to meet your goals, you (and your manager!) will feel far less pressure. When you feel less pressure, you'll close more deals. Ironic? Yes. True? You bet. Most closing problems are prospecting problems. In other words you are not closing the sales you need because you don't have enough prospects to sell to.
2. Have a "closing blitz day" at the office or, better yet, arrange a week or month long contest to see who can close the most deals.
3. Reach out to customers personally, on the phone or face-to-face this month. Emails are easy to ignore. Meetings where you are learning more about their business and presenting creative solutions to their problems are not. While you're at it, take your manager with you. You send the message that your client and prospects are valuable to you if are willing to make the investment in bringing a senior level manager to meet them.
4. Make the customer be specific when they stall. "Thanks for letting me know that next year is better for you. What date would you want to place the order?" Or: "I would be happy to call you back next month. Would Tuesday, July 11th at 10:00 a.m. work for you?"
5. Offer alternatives. Once when I was selling software, we offered to split an invoice in two, charging the customer for the software in March and the maintenance in April. Because the payments were split, the order fit better into her quarterly budgets, and the customer was able to make the deal right away. Can you think of a creative way to help your customers say yes right now?
These are just a few ideas you can use to continue closing business through the remainder of the holiday season. We'll be back tomorrow with a few more to keep you busy!
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 10 day intensive sales eCourse: www.EngagingIdeasOnline.com
"The end of the year is a time when both you and buyers have fires burning bright and often those priorities conflict with each other," continues Francis. "Many times we find that buyers use other priorities as an excuse to put buying decisions on hold. This can be especially bad if your clients tend to be publicly traded companies with a budget to hit by the end of the year."
"We're too busy now!", and "Call me back next year" are two of the most frustrating stalling tactics you'll ever hear in sales.
So what can you do to stop your prospects from stalling - and put a stop to the end of the year trap? Here are 10 suggestions from Francis:
1. Keep your pipeline full. If you have a pipeline with at least three to four times as many prospects as you need in order to meet your goals, you (and your manager!) will feel far less pressure. When you feel less pressure, you'll close more deals. Ironic? Yes. True? You bet. Most closing problems are prospecting problems. In other words you are not closing the sales you need because you don't have enough prospects to sell to.
2. Have a "closing blitz day" at the office or, better yet, arrange a week or month long contest to see who can close the most deals.
3. Reach out to customers personally, on the phone or face-to-face this month. Emails are easy to ignore. Meetings where you are learning more about their business and presenting creative solutions to their problems are not. While you're at it, take your manager with you. You send the message that your client and prospects are valuable to you if are willing to make the investment in bringing a senior level manager to meet them.
4. Make the customer be specific when they stall. "Thanks for letting me know that next year is better for you. What date would you want to place the order?" Or: "I would be happy to call you back next month. Would Tuesday, July 11th at 10:00 a.m. work for you?"
5. Offer alternatives. Once when I was selling software, we offered to split an invoice in two, charging the customer for the software in March and the maintenance in April. Because the payments were split, the order fit better into her quarterly budgets, and the customer was able to make the deal right away. Can you think of a creative way to help your customers say yes right now?
These are just a few ideas you can use to continue closing business through the remainder of the holiday season. We'll be back tomorrow with a few more to keep you busy!
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 10 day intensive sales eCourse: www.EngagingIdeasOnline.com
Friday, December 5, 2008
Don't Let the Economy Stress You Out!
We've got so much stress in our lives these days - from the holidays and the economy, in addition to all the regular stress in our lives! Not only does stress make you feel bad, it also takes away from your work and makes you less productive - thus creating more stress. Beat the stress cycle with these tips from sales trainer Colleen Francis.
1. Laugh. Laughter is one of the best tension releasers there is. Find things to laugh about and people to laugh with. Laughter is a great antidote for taking life too seriously. I keep a file of great jokes in my email system so when I need a great laugh, I can get one instantly! I also visit www.despair.com for a good laugh.
2. Take breaks. If you are working on a stressful activity, set it down for a few minutes, stretch and if you can, go for a walk. Learning to interrupt a stress-producing activity will help give you the break from tension that you need. You'll return to your activity refreshed and ready to be more productive. If you can get some exercise it will help you clear your mind and more productively solve the problem or the task at hand. Your body needs a break about every 90 minutes. So be sure to get up from your desk, have a snack and change your focus for about 15 minutes.
3. Make "happy" plans. Reward yourself for completing a task or hitting a goal. Make sure you set that goal in advance of completing the task because anticipation is an exciting feeling and will help propel you to success. Plan to see a special movie, eat out with someone you like, or do something else that pleases you. What gets rewarded gets repeated.
4. Focus your thoughts. The habit of thinking about too many things at the same time is extremely fatiguing and stress producing. Instead of being overwhelmed and unproductive, concentrate on one task at a time. Try making a list of other things you must do, and then put the list aside, so that you don't have to think about the tasks, but you won't worry about forgetting them either. Multi-tasking leads to stress. Focus on one task at a time. Complete it without interruption, cross it off your list and move on.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
1. Laugh. Laughter is one of the best tension releasers there is. Find things to laugh about and people to laugh with. Laughter is a great antidote for taking life too seriously. I keep a file of great jokes in my email system so when I need a great laugh, I can get one instantly! I also visit www.despair.com for a good laugh.
2. Take breaks. If you are working on a stressful activity, set it down for a few minutes, stretch and if you can, go for a walk. Learning to interrupt a stress-producing activity will help give you the break from tension that you need. You'll return to your activity refreshed and ready to be more productive. If you can get some exercise it will help you clear your mind and more productively solve the problem or the task at hand. Your body needs a break about every 90 minutes. So be sure to get up from your desk, have a snack and change your focus for about 15 minutes.
3. Make "happy" plans. Reward yourself for completing a task or hitting a goal. Make sure you set that goal in advance of completing the task because anticipation is an exciting feeling and will help propel you to success. Plan to see a special movie, eat out with someone you like, or do something else that pleases you. What gets rewarded gets repeated.
4. Focus your thoughts. The habit of thinking about too many things at the same time is extremely fatiguing and stress producing. Instead of being overwhelmed and unproductive, concentrate on one task at a time. Try making a list of other things you must do, and then put the list aside, so that you don't have to think about the tasks, but you won't worry about forgetting them either. Multi-tasking leads to stress. Focus on one task at a time. Complete it without interruption, cross it off your list and move on.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
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