We all know we need to build rapport with our clients, especially when selling over the phone. But did you know that the typical schmoozing and small talk we're all told to use really isn't the best way to go about it? Today sales trainer Mike Brooks shows us how to build relevant rapport.
"If you want to truly connect to your prospect and build the kind of rapport that will actually influence and lead to a closed deal, then you need to learn how to build what I call, 'Relevant Rapport,'" says Brooks. "Relevant rapport means taking the time to talk about the issues your prospect is going through or what they're trying to solve, and then expanding on these relevant issues and letting them know you understand exactly what they're trying to accomplish and explaining how you are uniquely qualified to help them."
Remember, your prospects have a need they are looking to you to help them fulfill, and the more they feel you understand their needs and can help them, the more likely it is they will do business with you. So, how do you build relevant rapport? You start by asking questions related to their specific work related situation.
For example, instead of asking:
"So where did you go on vacation?"
Ask:
"Now that you're back from vacation, I'll bet you've got lots to catch up on. How can I help you?" Or,
"You're probably buried now that you're back on vacation. I'd be happy to refill your normal order from last month and take that bit of business off your plate. Would that help you?"
Instead of asking:
"Are you excited about the upcoming football season?"
Ask:
"As we head into the fall, what are your top three priorities for increasing revenue?"
Then layer by asking:
"You know _________, I'm working with another client who is facing the same challenge this quarter. What I proposed for him is to (then explain your solution). Do you think that might help you as well?"
The point of relevant rapport is that your prospect will like you more and trust you more if you show an interest in their problems related to business, rather than their problems outside of business. Just remember that your prospect is under just as much pressure to do their job as you are to do yours. Who would you be more interested in talking to - a prospect who wants to talk about the latest diet, or a prospect who wants to place an order? Thought so.
I challenge you this week to go out and begin connecting with your prospects on issues related to what they are doing for 8 to 9 hours a day - trying to get their jobs done. When you can show them how to do that better, faster or easier, then you will have truly made the connection with them that counts the most. That's what building relevant rapport is all about.
Mike Brooks, MrInsideSales.com, is creator and publisher of the "Top 20% Inside Sales Tips" weekly Ezine. If you're ready to double your income selling over the phone, then sign up to receive your free tips now at: www.MrInsideSales.com.
Showing posts with label building relationships. Show all posts
Showing posts with label building relationships. Show all posts
Thursday, September 17, 2009
Thursday, August 13, 2009
The I's Have It
Sales trainer Adrian Miller says staying on the radar screens of clients and prospects is more important than ever for salespeople, and we wholeheartedly agree. The current economy makes it necessary that you be persistent, proactive, and patient - but how can this best be achieved without also looking desperate? Remember this advice from Miller and you'll be on the right track.
"Remember the following three "I" words as you navigate through the sales process to walk that fine line between pushiness and persistence," says Miller. "They will keep you on the radar in a way that positions you as a valuable ally and resource - exactly who you want to be now and as the economy begins to improve."
Invitations
If you're like most sales professionals, you probably receive more invitations to tradeshows, industry and charity events, seminars, and get-togethers than you could ever possible attend. Don't let them go to waste! Instead of "circular filing" them, dole them out to prospects and clients. Soon.
Of course, they have to be relevant to their particular industry or interests. But, by being generous with your invitations, you're using a very non-obtrusive tactic to position yourself as someone who will go the extra mile to establish and grow a business relationship.
Don't stop with the invitations that you're not using. If you're planning to attend an event or show, why not ask a potential or current client to join you? It's the perfect opportunity to spend some quality time together, build the relationship, and learn more about their business needs.
Introductions
One of the most valuable tools in any salesperson's arsenal is their Rolodex. If you've built up an impressive list of contacts, you should be facilitating introductions - either cyber or in-person. You're golden in the eyes of those you're selling to if you're introducing them to someone of value. If you want to garner some positive attention - give a referral. No one deletes an email or ignores a voice mail from a person who sends introductions!
Information
We undoubtedly live in the information age. If you can be a true resource for information that is timely, interesting, and of value, you will not be forgotten. Utilize Google Alerts, and other online tools to stay as current as possible. Sign up for newsletters, journals, and blogs. And, generously pass along information that can help others with their businesses.
As you develop a reputation as a knowledgeable "go to" person, consider starting your own blog or signing up with Twitter where others can check in with what you're deeming interesting and worth writing about.
What's interesting about these three I's is that they are free and readily available to each and every salesperson who is interested in maximizing their ability to provide great service. However, they require the ability to be engaged and interested in partnering with prospects and clients. At the end of the day, it's not just about making a sale; it's truly about forming a long-term relationship that is mutually beneficial.
Adrian Miller is the President of Adrian Miller Sales Training, a training and business consulting firm delivering sales-level performance training and executive-level business development consulting. A nationally recognized lecturer, she is also author of "The Blatant Truth: 50 Ways to Sales Success".
"Remember the following three "I" words as you navigate through the sales process to walk that fine line between pushiness and persistence," says Miller. "They will keep you on the radar in a way that positions you as a valuable ally and resource - exactly who you want to be now and as the economy begins to improve."
Invitations
If you're like most sales professionals, you probably receive more invitations to tradeshows, industry and charity events, seminars, and get-togethers than you could ever possible attend. Don't let them go to waste! Instead of "circular filing" them, dole them out to prospects and clients. Soon.
Of course, they have to be relevant to their particular industry or interests. But, by being generous with your invitations, you're using a very non-obtrusive tactic to position yourself as someone who will go the extra mile to establish and grow a business relationship.
Don't stop with the invitations that you're not using. If you're planning to attend an event or show, why not ask a potential or current client to join you? It's the perfect opportunity to spend some quality time together, build the relationship, and learn more about their business needs.
Introductions
One of the most valuable tools in any salesperson's arsenal is their Rolodex. If you've built up an impressive list of contacts, you should be facilitating introductions - either cyber or in-person. You're golden in the eyes of those you're selling to if you're introducing them to someone of value. If you want to garner some positive attention - give a referral. No one deletes an email or ignores a voice mail from a person who sends introductions!
Information
We undoubtedly live in the information age. If you can be a true resource for information that is timely, interesting, and of value, you will not be forgotten. Utilize Google Alerts, and other online tools to stay as current as possible. Sign up for newsletters, journals, and blogs. And, generously pass along information that can help others with their businesses.
As you develop a reputation as a knowledgeable "go to" person, consider starting your own blog or signing up with Twitter where others can check in with what you're deeming interesting and worth writing about.
What's interesting about these three I's is that they are free and readily available to each and every salesperson who is interested in maximizing their ability to provide great service. However, they require the ability to be engaged and interested in partnering with prospects and clients. At the end of the day, it's not just about making a sale; it's truly about forming a long-term relationship that is mutually beneficial.
Adrian Miller is the President of Adrian Miller Sales Training, a training and business consulting firm delivering sales-level performance training and executive-level business development consulting. A nationally recognized lecturer, she is also author of "The Blatant Truth: 50 Ways to Sales Success".
Thursday, July 9, 2009
Two Keys to Great Client Relationships
What do you consider the most important factor in a great client relationship? Many people would say being liked is high up on the list, but sales trainer and referral expert Paul McCord begs to differ. Today he'll share what is and isn't necessary for a great client relationship.
"Despite the advice given by so many trainers that being liked by prospects is the key to sales success and to strong client relationships, the fact is that being liked by prospects and clients is well down the list of characteristics necessary to establish strong, lasting client relationships," says McCord. "In fact, being liked by your client isn't even necessary. There are thousands of examples of client/seller relationships where the client doesn't like the seller."
If you want to create superior relationships with your clients you must learn how to:
Establish Rapport
Often confused with being liked, rapport has little to do with being liked but everything to do with connecting with your client on a level where you understand your client on both an intellectual and emotional level. The dictionary defines rapport as a "harmonious mutual understanding," a meeting of the minds. Rapport may encourage the client to like you, but by no means is it necessary and certainly at times, rapport is present even while being liked is absent.
Building rapport demands you focus your attention on your prospect or client, not on what you want to get out of the session, what you're going to say next, or how you're going to get the signature on the contract. Much that has been written about building rapport has to do with tricks - matching the client's tone of voice or speech pattern, mimicking behavior, and the like. Although these may be helpful, I've found that more basic actions are more effective at building rapport - really listening to the client, hearing what they say instead of what I want them to say, making sure that I understand what they really mean, responding to the question they asked instead of the question I wanted them to ask, and answering their questions openly and honestly. In addition, asking questions that not only allow them to fully state their wants, needs, goals, and opinions, but that encourage them to do so.
Building rapport is about communication. The matching and mimicking tricks deal with non-verbal communication, which is certainly important, but the real skill comes in learning to verbally communicate; learning to listen, to encourage open dialogue and discussion, learning to accept divergent points of view; and learning how to give guidance and direction in a manner that supports the client and moves them in the right direction rather than creating a chasm between yourself and your client.
Establish Trust
Trust, even more than rapport is critical for successful long-term client relationships. The dictionary defines trust as "a firm reliance on the integrity, ability, or character of a person or thing." "Trust implies depth and assurance of feeling that is often based on inconclusive evidence."
Trust is difficult to establish and easy to lose. Trust for most people isn't built on words alone, but on a combination of words and actions. For most clients, trust isn't established during a single meeting or even over a few meetings. Trust is earned by having one's actions match their words.
Building trust, just like building rapport, is an activity. It doesn't just happen, it's created by actively doing the things that build trust - by being honest in words and deeds, by doing exactly what you say you're going to do, by putting your client's good ahead of yours.
If you really want to create strong, lasting relationships with your clients that will be the foundation of your business, that will generate strong client referrals for you, and that will produce business year after year, invest time and effort in learning the secrets of building rapport and trust. Don't worry about being liked, being cute, or being their pal. Concentrate on being their trusted advisor, the one who really understands their wants and needs and who they know unselfishly pursues the best possible solution to those wants and needs for them. That's the secret to great client relationships.
Paul McCord, a leading Business Development Strategist and president of McCord Training, works with companies and sales leaders to help them increase sales and profits by finding and connecting with high quality prospects in ways prospects respect and respond to. He is the author of the popular Sales and Sales Management Blog
"Despite the advice given by so many trainers that being liked by prospects is the key to sales success and to strong client relationships, the fact is that being liked by prospects and clients is well down the list of characteristics necessary to establish strong, lasting client relationships," says McCord. "In fact, being liked by your client isn't even necessary. There are thousands of examples of client/seller relationships where the client doesn't like the seller."
If you want to create superior relationships with your clients you must learn how to:
Establish Rapport
Often confused with being liked, rapport has little to do with being liked but everything to do with connecting with your client on a level where you understand your client on both an intellectual and emotional level. The dictionary defines rapport as a "harmonious mutual understanding," a meeting of the minds. Rapport may encourage the client to like you, but by no means is it necessary and certainly at times, rapport is present even while being liked is absent.
Building rapport demands you focus your attention on your prospect or client, not on what you want to get out of the session, what you're going to say next, or how you're going to get the signature on the contract. Much that has been written about building rapport has to do with tricks - matching the client's tone of voice or speech pattern, mimicking behavior, and the like. Although these may be helpful, I've found that more basic actions are more effective at building rapport - really listening to the client, hearing what they say instead of what I want them to say, making sure that I understand what they really mean, responding to the question they asked instead of the question I wanted them to ask, and answering their questions openly and honestly. In addition, asking questions that not only allow them to fully state their wants, needs, goals, and opinions, but that encourage them to do so.
Building rapport is about communication. The matching and mimicking tricks deal with non-verbal communication, which is certainly important, but the real skill comes in learning to verbally communicate; learning to listen, to encourage open dialogue and discussion, learning to accept divergent points of view; and learning how to give guidance and direction in a manner that supports the client and moves them in the right direction rather than creating a chasm between yourself and your client.
Establish Trust
Trust, even more than rapport is critical for successful long-term client relationships. The dictionary defines trust as "a firm reliance on the integrity, ability, or character of a person or thing." "Trust implies depth and assurance of feeling that is often based on inconclusive evidence."
Trust is difficult to establish and easy to lose. Trust for most people isn't built on words alone, but on a combination of words and actions. For most clients, trust isn't established during a single meeting or even over a few meetings. Trust is earned by having one's actions match their words.
Building trust, just like building rapport, is an activity. It doesn't just happen, it's created by actively doing the things that build trust - by being honest in words and deeds, by doing exactly what you say you're going to do, by putting your client's good ahead of yours.
If you really want to create strong, lasting relationships with your clients that will be the foundation of your business, that will generate strong client referrals for you, and that will produce business year after year, invest time and effort in learning the secrets of building rapport and trust. Don't worry about being liked, being cute, or being their pal. Concentrate on being their trusted advisor, the one who really understands their wants and needs and who they know unselfishly pursues the best possible solution to those wants and needs for them. That's the secret to great client relationships.
Paul McCord, a leading Business Development Strategist and president of McCord Training, works with companies and sales leaders to help them increase sales and profits by finding and connecting with high quality prospects in ways prospects respect and respond to. He is the author of the popular Sales and Sales Management Blog
Wednesday, January 28, 2009
Eye Contact: Intimidation or Positive Communication?
Eye contact is an important part of building trust and relationships. It shows people you respect them and also conveys interest in what they are saying. But every once in a while eye contact can have a detrimental effect on a relationship, making the other person feel intimidated by your stare. This advice from Dr. Tony Alessandra will help you make sure your eye contact fosters rapport instead of inhibiting it.
"Make sure that when you make eye contact with others that it's not coming across as intimidation," says Alessandra. "If a person doesn't seem happily willing to make eye contact with you, consider your technique."
--Are you staring coldly? (As if you were a participant in a staring contest?)
--Are you relaxing your facial features and connecting warmly with the other person?
"Eye contact works best when it's not construed as intimidation," continues Alessandra. "Practice making eye contact with yourself in a mirror. Would you want to make eye contact with yourself during conversation? The answer to that question will help you determine how and what ways you may need to readjust your eye contact technique."
Tony Alessandra is a contributor to Top Dog Sales Secrets. He has authored 17 books translated into 49 foreign language editions, recorded over 50 audio/video programs, and delivered over 2,000 keynote speeches since 1976.
"Make sure that when you make eye contact with others that it's not coming across as intimidation," says Alessandra. "If a person doesn't seem happily willing to make eye contact with you, consider your technique."
--Are you staring coldly? (As if you were a participant in a staring contest?)
--Are you relaxing your facial features and connecting warmly with the other person?
"Eye contact works best when it's not construed as intimidation," continues Alessandra. "Practice making eye contact with yourself in a mirror. Would you want to make eye contact with yourself during conversation? The answer to that question will help you determine how and what ways you may need to readjust your eye contact technique."
Tony Alessandra is a contributor to Top Dog Sales Secrets. He has authored 17 books translated into 49 foreign language editions, recorded over 50 audio/video programs, and delivered over 2,000 keynote speeches since 1976.
Tuesday, January 6, 2009
Listen with Empathy
Have I been talking too much about resolutions? I know New Year's has come and gone, but it's still on my mind. There are a lot of things I'd like to do and change - including being more understanding of what motivates other people. This article from sales trainer Tony Alessandra is motivation to make just one more resolution.
"No matter how outrageous, inconsiderate, false, self-centered, or pompous the person you are talking to is, remember: He or she is simply trying to survive, just like you," says Alessandra. "We are all participating in the same physical and psychological struggle. Some of us just have better survival strategies than others. Thus, the obnoxious person deserves more pity than scorn. "The wounded deer leaps highest," Emily Dickinson wrote, and it is true."
"So listening with empathy means asking yourself, "Where is this person's anger coming from?" "What is he or she asking for?" "What can I do that's reasonable and supportive?" You are not everyone's shrink, and you do not have to carry the weight of the world on your back," continues Alessandra. "However, if you can think through what makes this person behave like this, perhaps you will be inclined to cut them a little slack."
Try Alessandra's advice the next time you're getting an earful from a difficult customer.
Tony Alessandra is a contributor to Top Dog Sales Secrets. He has authored 17 books translated into 49 foreign language editions, recorded over 50 audio/video programs, and delivered over 2,000 keynote speeches since 1976.
"No matter how outrageous, inconsiderate, false, self-centered, or pompous the person you are talking to is, remember: He or she is simply trying to survive, just like you," says Alessandra. "We are all participating in the same physical and psychological struggle. Some of us just have better survival strategies than others. Thus, the obnoxious person deserves more pity than scorn. "The wounded deer leaps highest," Emily Dickinson wrote, and it is true."
"So listening with empathy means asking yourself, "Where is this person's anger coming from?" "What is he or she asking for?" "What can I do that's reasonable and supportive?" You are not everyone's shrink, and you do not have to carry the weight of the world on your back," continues Alessandra. "However, if you can think through what makes this person behave like this, perhaps you will be inclined to cut them a little slack."
Try Alessandra's advice the next time you're getting an earful from a difficult customer.
Tony Alessandra is a contributor to Top Dog Sales Secrets. He has authored 17 books translated into 49 foreign language editions, recorded over 50 audio/video programs, and delivered over 2,000 keynote speeches since 1976.
Tuesday, December 30, 2008
Give Business to Your Competitors
Since you might still be feeling the season of giving, now's a good time to try giving something that feels counterintuitive to most salespeople. Sales trainer Kelley Robertson explains:
"From time-to-time you may encounter a situation when your product, service or solution does not fit a prospect's specific situation," says Robertson. "Some people try to force a solution in order to get a sale but this does not generate positive long-term relationships."
"Sometimes it makes good business sense to suggest a competitor because their product or service is more appropriate for that particular customer. You may shudder at the thought of 'giving' revenue to your competition but if you can't provide the best solution there's no point trying to keep the sale. It does not make good business sense."
"Here's an example of how this works," continues Robertson. "I have alliances with several other sales trainers, and indirectly, we all compete against each other. But, at the same time, we each specialize in different areas. So, if an engineering company contacts me about sales training, even though I can probably deliver a good program, I know someone who is more qualified so I put the prospect in touch with that person."
As Zig Ziglar once said, "You can get anything you want in life if you just help enough other people get what they want." Sometimes, it makes sense to give business to your competition. Competitive alliances can work in your favor.
As President of The Robertson Training Group, Kelley has helped thousands of professionals improve their business results with his engaging approach to sales training and speaking. Learn more at www.robertsontraininggroup.com
"From time-to-time you may encounter a situation when your product, service or solution does not fit a prospect's specific situation," says Robertson. "Some people try to force a solution in order to get a sale but this does not generate positive long-term relationships."
"Sometimes it makes good business sense to suggest a competitor because their product or service is more appropriate for that particular customer. You may shudder at the thought of 'giving' revenue to your competition but if you can't provide the best solution there's no point trying to keep the sale. It does not make good business sense."
"Here's an example of how this works," continues Robertson. "I have alliances with several other sales trainers, and indirectly, we all compete against each other. But, at the same time, we each specialize in different areas. So, if an engineering company contacts me about sales training, even though I can probably deliver a good program, I know someone who is more qualified so I put the prospect in touch with that person."
As Zig Ziglar once said, "You can get anything you want in life if you just help enough other people get what they want." Sometimes, it makes sense to give business to your competition. Competitive alliances can work in your favor.
As President of The Robertson Training Group, Kelley has helped thousands of professionals improve their business results with his engaging approach to sales training and speaking. Learn more at www.robertsontraininggroup.com
Wednesday, September 17, 2008
How to Build Rapport With Anyone - Part Two
Yesterday we talked about the importance of building rapport with your clients and sales trainer Dave Kahle offered up some advice on how to build rapport with anyone. Today, Kahle is back with a few more tips to help you build rapport and make more sales!
4. Use a sincere compliment
Everyone likes to be complimented. When you sincerely compliment a customer (or his company), you communicate that you are interested in him/her, that you have noticed something they do that stands out, and that you aren't afraid to say something complimentary. Those are all good things.
5. Ask a perceptive question
A perceptive question, asked with sincerity, does everything that a compliment does and then some. When the compliment doesn't call for any response from the customer, a question does. If done correctly, it can initiate the conversation and help the customer feel like you are interested and care about him.
6. Indicate a personal connection
If you have something in common with the customer, mention it. You don't have to beat it to death, just mention it. When the customer discovers that you both know the same person, went to the same school, vacationed in the same place, or belong to the same organization, he realizes that you are alike in some ways. It's easier to do business with someone who is like you.
7. Tell a short personal story
It doesn't have to be a major digression, but a short story about something personal is a great rapport builder. Something like this:
"Boy, I had a hard time getting here on time. I must have run over some glass or something sharp, because about half way here, my right front tire went flat. Took me a while to change it. Glad I made it on time."
That's short, it's personal, and it's a bit transparent because it reveals something about you, as a human being. And, it's something to which everyone can relate.
"Building rapport is a science with proven practices and tactics," says Kahle. "Use any of these techniques and watch your ability to create rapport improve, and thereby smooth out the way to more sales."
Dave Kahle is the President of the DaCo Corporation, specializing in helping business-to-business companies increase sales and develop their people. Learn more at www.davekahle.com
4. Use a sincere compliment
Everyone likes to be complimented. When you sincerely compliment a customer (or his company), you communicate that you are interested in him/her, that you have noticed something they do that stands out, and that you aren't afraid to say something complimentary. Those are all good things.
5. Ask a perceptive question
A perceptive question, asked with sincerity, does everything that a compliment does and then some. When the compliment doesn't call for any response from the customer, a question does. If done correctly, it can initiate the conversation and help the customer feel like you are interested and care about him.
6. Indicate a personal connection
If you have something in common with the customer, mention it. You don't have to beat it to death, just mention it. When the customer discovers that you both know the same person, went to the same school, vacationed in the same place, or belong to the same organization, he realizes that you are alike in some ways. It's easier to do business with someone who is like you.
7. Tell a short personal story
It doesn't have to be a major digression, but a short story about something personal is a great rapport builder. Something like this:
"Boy, I had a hard time getting here on time. I must have run over some glass or something sharp, because about half way here, my right front tire went flat. Took me a while to change it. Glad I made it on time."
That's short, it's personal, and it's a bit transparent because it reveals something about you, as a human being. And, it's something to which everyone can relate.
"Building rapport is a science with proven practices and tactics," says Kahle. "Use any of these techniques and watch your ability to create rapport improve, and thereby smooth out the way to more sales."
Dave Kahle is the President of the DaCo Corporation, specializing in helping business-to-business companies increase sales and develop their people. Learn more at www.davekahle.com
Tuesday, September 16, 2008
How to Build Rapport With Anyone
Rapport : An emotional bond or friendly relationship between people based on mutual liking, trust and a sense that they understand and share each other's concerns.
Many people think building rapport means some small talk about the weather or football before launching into a sales pitch. No way! Just like the definition says, rapport is much more than that. Rapport is creating a relationship based on more than just selling the client - it's based on truly caring for them as a person, and always making them feel comfortable. This is an important skill that the best salespeople have mastered - and sales trainer Dave Kahle has the tips you need to do the same.
1. Pay attention to your appearance.
People will form an impression of you, based on how you look, before they even say hello to you. Your appearance, then, should be designed to help you look confident and competent - whatever that means in your market. At a minimum, that means clothes clean and pressed, shoes shined and hair cut.
Your attire should help you connect with the customer - not separate you from him. For example, if you are calling on production supervisors, you ought not to wear a suit and tie, as that will separate you from them, and generate a bit of discomfort in them.
The best rule I've seen is this: Dress like your customer, only a little better. On several occasions, I have worked with sales forces who sold to farmers. Blue jeans and flannel shirts are ok, as long as they are clean and pressed blue jeans, and a better quality flannel shirt.
2. Try an occasional bit of disarming honesty
In routine interchanges, say something that the customer is not expecting. For example, when he says, "How are you?" instead of the perfunctory "Fine," try something like this: "Honestly, my day didn't get off to a good start. One of the kids was sick this morning, and I was a half hour late getting out of the house. How are you?"
It's disarming because it was unexpected. And, it's honest, reveals something about you, and describes a situation with which almost everyone can relate. A good way to build rapport.
3. Humor
If you are one of those people who can make people laugh most of the time, then you are equipped with a powerful rapport-building asset. There is something about laughing together that breaks down some of the barriers between people and removes some of the tension. It's a great way to build rapport.
If you are not one of those people so gifted, then it's better to stay away from this. Telling a joke that nobody gets, or having a glib comment being seen as sarcastic or caustic is not a good way to build rapport.
Tomorrow we'll focus on four more tips from Dave Kahle to help you establish rapport with anyone. See you then!
Dave Kahle is the President of the DaCo Corporation, specializing in helping business-to-business companies increase sales and develop their people. Learn more at www.davekahle.com
Many people think building rapport means some small talk about the weather or football before launching into a sales pitch. No way! Just like the definition says, rapport is much more than that. Rapport is creating a relationship based on more than just selling the client - it's based on truly caring for them as a person, and always making them feel comfortable. This is an important skill that the best salespeople have mastered - and sales trainer Dave Kahle has the tips you need to do the same.
1. Pay attention to your appearance.
People will form an impression of you, based on how you look, before they even say hello to you. Your appearance, then, should be designed to help you look confident and competent - whatever that means in your market. At a minimum, that means clothes clean and pressed, shoes shined and hair cut.
Your attire should help you connect with the customer - not separate you from him. For example, if you are calling on production supervisors, you ought not to wear a suit and tie, as that will separate you from them, and generate a bit of discomfort in them.
The best rule I've seen is this: Dress like your customer, only a little better. On several occasions, I have worked with sales forces who sold to farmers. Blue jeans and flannel shirts are ok, as long as they are clean and pressed blue jeans, and a better quality flannel shirt.
2. Try an occasional bit of disarming honesty
In routine interchanges, say something that the customer is not expecting. For example, when he says, "How are you?" instead of the perfunctory "Fine," try something like this: "Honestly, my day didn't get off to a good start. One of the kids was sick this morning, and I was a half hour late getting out of the house. How are you?"
It's disarming because it was unexpected. And, it's honest, reveals something about you, and describes a situation with which almost everyone can relate. A good way to build rapport.
3. Humor
If you are one of those people who can make people laugh most of the time, then you are equipped with a powerful rapport-building asset. There is something about laughing together that breaks down some of the barriers between people and removes some of the tension. It's a great way to build rapport.
If you are not one of those people so gifted, then it's better to stay away from this. Telling a joke that nobody gets, or having a glib comment being seen as sarcastic or caustic is not a good way to build rapport.
Tomorrow we'll focus on four more tips from Dave Kahle to help you establish rapport with anyone. See you then!
Dave Kahle is the President of the DaCo Corporation, specializing in helping business-to-business companies increase sales and develop their people. Learn more at www.davekahle.com
Friday, September 12, 2008
Everyone Wants to Get Paid!
Are you responsible for collections? Many salespeople are, and I doubt any of them would say it's their favorite part of the job. After all, you worked to establish rapport with your client, and now you're asking them where the money is! Hardly feels like a relationship builder. Sales trainer Joe Guertin has the tips you need to navigate the tricky waters of collections with ease.
"Account receivables are not evil, but a lot of salespeople avoid it, rationalizing that it can hurt their customer relationship," says Guertin. "For the most part, that's usually not true. It's just an excuse. Nobody gets mad at the grocery store, gas station or department store when they tell you the total and you make a payment."
"But for a lot of people, it's an uneasy activity," continues Guertin. "To stay financially healthy, employers need to have that cash flowing. So here are some tips to make getting those receivables easy."
Be up front -- Real early.
When you're closing the sale, go over accounting responsibilities (who'll be paying them, and what your company terms are). Write all of this information down, with the customer if you can. And get to know that check writer! Things that go unspoken won't be priorities so, this little step shows your company is detailed, and can keep receivables from becoming a problem later.
Head off problems early
When an account goes over prescribed terms (i.e. 30 days), check into it. It doesn't have to be negative when you contact their accounting person (you know that person, remember?) saying that you "just wanted to follow up to make sure you got last month's invoice, because you're always so prompt."
When overdue, be upfront.
Let's say you have to follow up on an overdue bill. It's best not to mention it as a throwaway at the end of the conversation ("by the way, did you send out that last payment?") People are smart. They'll know that was the reason for your call and might see your hesitation as a weakness. Not a great relationship builder there.
Now, more than ever, keep your skills sharp, and you'll keep your income healthy.
Joe Guertin is President of The Guertin Group, a sales training firm that delivers customized training on all aspects of the sales process. Learn more at www.guertingroup.com
"Account receivables are not evil, but a lot of salespeople avoid it, rationalizing that it can hurt their customer relationship," says Guertin. "For the most part, that's usually not true. It's just an excuse. Nobody gets mad at the grocery store, gas station or department store when they tell you the total and you make a payment."
"But for a lot of people, it's an uneasy activity," continues Guertin. "To stay financially healthy, employers need to have that cash flowing. So here are some tips to make getting those receivables easy."
Be up front -- Real early.
When you're closing the sale, go over accounting responsibilities (who'll be paying them, and what your company terms are). Write all of this information down, with the customer if you can. And get to know that check writer! Things that go unspoken won't be priorities so, this little step shows your company is detailed, and can keep receivables from becoming a problem later.
Head off problems early
When an account goes over prescribed terms (i.e. 30 days), check into it. It doesn't have to be negative when you contact their accounting person (you know that person, remember?) saying that you "just wanted to follow up to make sure you got last month's invoice, because you're always so prompt."
When overdue, be upfront.
Let's say you have to follow up on an overdue bill. It's best not to mention it as a throwaway at the end of the conversation ("by the way, did you send out that last payment?") People are smart. They'll know that was the reason for your call and might see your hesitation as a weakness. Not a great relationship builder there.
Now, more than ever, keep your skills sharp, and you'll keep your income healthy.
Joe Guertin is President of The Guertin Group, a sales training firm that delivers customized training on all aspects of the sales process. Learn more at www.guertingroup.com
Thursday, September 4, 2008
Defeating SADD in America - Step 3
Today we'll look at another way you can help prevent Sales Attention Deficit Disorder (SADD) in America. We previously discussed turning off your Blackberry and loving the one you're with. Today we'll look at another tip from sales trainer Colleen Stanley - listen, record and respond.
3. Listen, record and respond.
Harvey Mackay, author of "Swim With The Sharks Without Being Eaten Alive," and president of the Mackay Envelope Company, is a master at listening, recording and responding. Mackay knows that envelops are a commodity product; one that can easily fall prey to the price shopping game. He decided early on that he would not compete on price but he would compete on paying attention and knowing more about his clients than any of his competitors.
All of Mackay's salespeople are required to complete a questionnaire on each one of their customers. "The Mackay 66" customer profile asks 66 questions ranging from personal to business. With this data, the Mackay salesperson is equipped to make their customers feel important by remembering special anniversaries, asking specific questions about their children, or sending articles of interest on a hobby or passion.
Get rid of SADD. Turn off your electronics, be present, and be professional. Paying attention is a great selling skill.
Colleen Stanley is president of SalesLeadership Inc., a business development consulting firm specializing in sales and sales management training. The company provides programs in prospecting, referral strategies, consultative sales training, sales management training, and hiring/selection. Learn more at www.salesleadershipdevelopment.com.
3. Listen, record and respond.
Harvey Mackay, author of "Swim With The Sharks Without Being Eaten Alive," and president of the Mackay Envelope Company, is a master at listening, recording and responding. Mackay knows that envelops are a commodity product; one that can easily fall prey to the price shopping game. He decided early on that he would not compete on price but he would compete on paying attention and knowing more about his clients than any of his competitors.
All of Mackay's salespeople are required to complete a questionnaire on each one of their customers. "The Mackay 66" customer profile asks 66 questions ranging from personal to business. With this data, the Mackay salesperson is equipped to make their customers feel important by remembering special anniversaries, asking specific questions about their children, or sending articles of interest on a hobby or passion.
Get rid of SADD. Turn off your electronics, be present, and be professional. Paying attention is a great selling skill.
Colleen Stanley is president of SalesLeadership Inc., a business development consulting firm specializing in sales and sales management training. The company provides programs in prospecting, referral strategies, consultative sales training, sales management training, and hiring/selection. Learn more at www.salesleadershipdevelopment.com.
Wednesday, September 3, 2008
Love the One You're With
Today and tomorrow we'll be finishing up a short series on SADD in America. Sales Attention Deficit Disorder (SADD) is a growing concern, according to sales trainer Colleen Stanley. Last week we identified one way to prevent it - turning off your Blackberry. A scary thought, right? Try this new idea out today, and you'll be helping to lower the frequency of SADD in corporate America.
2. Love the one you're with.
The grass is not always greener on the other side of the fence. This selling scenario often occurs at networking events and looks something like this: You are talking to an individual and throughout the conversation he/she keeps looking around the room to see if there is someone else more important they should be meeting. Actions speak louder than words and the message is clear...you are important; however, the grass may be greener on the other side of the room.
Some salespeople still practice the crazy networking principle of speed networking. This salesperson's main goal is to meet as many people as possible in an evening. Quantity is the goal, not quality. They carry an invisible time clock that rings after two minutes (hey, they have a room to work). They politely excuse themselves and move onto "greener pastures," (at which point their cell phone rings and they answer).
Speed networking or "working the room" is working yourself right out of a potential relationship. Savvy business people spot phonies and phony intentions. People that are serious about building business relationships take the necessary time to build that relationship. They know processes are efficient and people are not.
Colleen Stanley is president of SalesLeadership Inc., a business development consulting firm specializing in sales and sales management training. The company provides programs in prospecting, referral strategies, consultative sales training, sales management training, and hiring/selection. Learn more at www.salesleadershipdevelopment.com.
2. Love the one you're with.
The grass is not always greener on the other side of the fence. This selling scenario often occurs at networking events and looks something like this: You are talking to an individual and throughout the conversation he/she keeps looking around the room to see if there is someone else more important they should be meeting. Actions speak louder than words and the message is clear...you are important; however, the grass may be greener on the other side of the room.
Some salespeople still practice the crazy networking principle of speed networking. This salesperson's main goal is to meet as many people as possible in an evening. Quantity is the goal, not quality. They carry an invisible time clock that rings after two minutes (hey, they have a room to work). They politely excuse themselves and move onto "greener pastures," (at which point their cell phone rings and they answer).
Speed networking or "working the room" is working yourself right out of a potential relationship. Savvy business people spot phonies and phony intentions. People that are serious about building business relationships take the necessary time to build that relationship. They know processes are efficient and people are not.
Colleen Stanley is president of SalesLeadership Inc., a business development consulting firm specializing in sales and sales management training. The company provides programs in prospecting, referral strategies, consultative sales training, sales management training, and hiring/selection. Learn more at www.salesleadershipdevelopment.com.
Thursday, August 28, 2008
Selling on Their Time - Not Yours
Sales trainer Renee Walkup recently experienced an interesting sales scenario while trying to buy a new car. Instead of buying on her time, the salesperson tried to force his timeline. Read on for her story, and make sure you avoid this seller's mistakes.
So there I was, back at a car dealership looking for a new car. I usually have the luxury of taking my time when buying a new vehicle. However, the woman barreling down I85 into my Infiniti, didn't think about MY inconvenience as she was text-messaging her boyfriend instead of paying attention to the road. Oh well, fortunately, it was just a car.
At any rate, the urgent automobile purchase decision was to come quickly because of the insurance company. I didn't have much time to mull over the different choices. After looking over about a dozen cars, I finally decided on a cute little Volvo. The salesperson let me take it home. I was having a ball tooling around in it for free, while waiting for my insurance check.
Then, the salesman called me and left a message. "Renee, Hi. This is Ernie. Say, I called to see how you like the Volvo. Oh, yes, and what will it take to get your business since you KNOW it's the end of the month and I'd love to close this deal?"
My first reaction was, "So what?" Why should I, the almighty customer, CARE whether Ernie wants to close by the end of the month? Frankly, Ernie didn't think about that. He just wanted to make his number, or get closer to it, before close of business on the 31st.
I refer to Ernie's question as a "freeze question." A question that causes your customer to freeze is one which most likely will not lead to a close. Another freeze question is: "How much do you want to spend?"
So, instead of offering up more freeze questions, here are a few questions you can ask with confidence to avoid turning your customer into an iceberg:
"You mentioned that you need to make a decision soon. Tell me about your time frame in more detail."
"You've certainly been shopping around. Tell me your impressions of how our service compares to the others you have looked at."
"You mentioned in an earlier conversation that our product meets your X needs. Tell me, how would your business be different if you purchased our solution?"
"You said you are happy with your current supplier. Tell me, when was the last time your supplier ran out of product? Could you list us as a secondary vendor to fulfill your order when your primary supplier is unable to?"
"Note that all of the questions begin with "you," not "I" or "we", says Walkup. "In fact, that's one reason why the Volvo salesperson failed in his sales skills miserably with me. He had all the "pat" questions and techniques, none of which is particularly effective and more likely offensive."
"I bought from him despite his inexperience because I was in a huge hurry and liked his car. But if he wants a referral, he won't get one. If he wants repeat business from me, he won't get that either. In short, I bought, but on MY time frame - not his!"
Renee Walkup is president of SalesPEAK Inc. and author of "Selling to Anyone Over the Phone."
So there I was, back at a car dealership looking for a new car. I usually have the luxury of taking my time when buying a new vehicle. However, the woman barreling down I85 into my Infiniti, didn't think about MY inconvenience as she was text-messaging her boyfriend instead of paying attention to the road. Oh well, fortunately, it was just a car.
At any rate, the urgent automobile purchase decision was to come quickly because of the insurance company. I didn't have much time to mull over the different choices. After looking over about a dozen cars, I finally decided on a cute little Volvo. The salesperson let me take it home. I was having a ball tooling around in it for free, while waiting for my insurance check.
Then, the salesman called me and left a message. "Renee, Hi. This is Ernie. Say, I called to see how you like the Volvo. Oh, yes, and what will it take to get your business since you KNOW it's the end of the month and I'd love to close this deal?"
My first reaction was, "So what?" Why should I, the almighty customer, CARE whether Ernie wants to close by the end of the month? Frankly, Ernie didn't think about that. He just wanted to make his number, or get closer to it, before close of business on the 31st.
I refer to Ernie's question as a "freeze question." A question that causes your customer to freeze is one which most likely will not lead to a close. Another freeze question is: "How much do you want to spend?"
So, instead of offering up more freeze questions, here are a few questions you can ask with confidence to avoid turning your customer into an iceberg:
"You mentioned that you need to make a decision soon. Tell me about your time frame in more detail."
"You've certainly been shopping around. Tell me your impressions of how our service compares to the others you have looked at."
"You mentioned in an earlier conversation that our product meets your X needs. Tell me, how would your business be different if you purchased our solution?"
"You said you are happy with your current supplier. Tell me, when was the last time your supplier ran out of product? Could you list us as a secondary vendor to fulfill your order when your primary supplier is unable to?"
"Note that all of the questions begin with "you," not "I" or "we", says Walkup. "In fact, that's one reason why the Volvo salesperson failed in his sales skills miserably with me. He had all the "pat" questions and techniques, none of which is particularly effective and more likely offensive."
"I bought from him despite his inexperience because I was in a huge hurry and liked his car. But if he wants a referral, he won't get one. If he wants repeat business from me, he won't get that either. In short, I bought, but on MY time frame - not his!"
Renee Walkup is president of SalesPEAK Inc. and author of "Selling to Anyone Over the Phone."
Wednesday, August 27, 2008
Defeating SADD in Corporate America
"Corporate America is losing thousands of sales dollars to SADD – Sales Attention Deficit Disorder," says sales trainer Colleen Stanley. "Salespeople pride themselves on their ability to multi-task, however, don't realize they are multi-tasking themselves right out of relationships and sales."
Here a tip from Stanley for decreasing SADD and increasing revenues. We'll look at two other tips next week.
1. Turn off your Blackberry.
No, you don't need reading glasses. You read the statement correctly. Turn off the electronics. An old adage in sales says, "People buy from people they like." And guess what? People like people that pay attention and make them feel important. When people feel important they say things like, "I felt like I was the only person in the room," "He made me feel so important," or "She was listening to my every word."
Salespeople are starting to remind me of dogs on shock collars. The minute the PDA rings or vibrates, they feel compelled to answer or check it, regardless of what they're doing or who they're with.
For example, a salesperson is calling on a prospect. The salesperson is doing a very good job of building rapport. The prospect is feeling comfortable and thinking that the salesperson really does care about his/her problem. Until the salesperson's cell phone vibrates. The salesperson looks down to check who is calling him and rapport is broken because the prospect receives the real message: I am important, but not more important than an incoming call.
A colleague shares a story of a breakfast meeting with a possible referral partner. They were ten minutes into breakfast when the possible referral partner took a phone call. This was not an emergency call, just a phone call. As my colleague sipped her coffee (alone), she made a mental note to put this possible referral candidate in the "just doesn't get it" category. My colleague scheduled an hour out of her busy day to meet this person and expected full attention during that hour. The phone-addicted salesperson lost an important opportunity to build a relationship.
Colleen Stanley is president of SalesLeadership Inc., a business development consulting firm specializing in sales and sales management training. The company provides programs in prospecting, referral strategies, consultative sales training, sales management training, and hiring/selection. Learn more at www.salesleadershipdevelopment.com.
Here a tip from Stanley for decreasing SADD and increasing revenues. We'll look at two other tips next week.
1. Turn off your Blackberry.
No, you don't need reading glasses. You read the statement correctly. Turn off the electronics. An old adage in sales says, "People buy from people they like." And guess what? People like people that pay attention and make them feel important. When people feel important they say things like, "I felt like I was the only person in the room," "He made me feel so important," or "She was listening to my every word."
Salespeople are starting to remind me of dogs on shock collars. The minute the PDA rings or vibrates, they feel compelled to answer or check it, regardless of what they're doing or who they're with.
For example, a salesperson is calling on a prospect. The salesperson is doing a very good job of building rapport. The prospect is feeling comfortable and thinking that the salesperson really does care about his/her problem. Until the salesperson's cell phone vibrates. The salesperson looks down to check who is calling him and rapport is broken because the prospect receives the real message: I am important, but not more important than an incoming call.
A colleague shares a story of a breakfast meeting with a possible referral partner. They were ten minutes into breakfast when the possible referral partner took a phone call. This was not an emergency call, just a phone call. As my colleague sipped her coffee (alone), she made a mental note to put this possible referral candidate in the "just doesn't get it" category. My colleague scheduled an hour out of her busy day to meet this person and expected full attention during that hour. The phone-addicted salesperson lost an important opportunity to build a relationship.
Colleen Stanley is president of SalesLeadership Inc., a business development consulting firm specializing in sales and sales management training. The company provides programs in prospecting, referral strategies, consultative sales training, sales management training, and hiring/selection. Learn more at www.salesleadershipdevelopment.com.
Wednesday, July 30, 2008
Increase Sales by Building Relationships
"If you want to increase sales you have to establish relationships with people who are potential new clients, and deepen your relationship with existing clients," says sales coach Cheryl Clausen.
Building relationships sounds easy enough on paper, but when it comes time to build a relationship with a complete stranger, what do you do? For some, this could bring back playground horror stories, so take a big breath and read on. Clausen has some tips for you to build strong relationships with new and existing clients - even if you were never the most popular kid on the playground!
"Your sales outcomes are directly impacted by that first connection and the follow-up connections you make with potential clients and existing clients," says Clausen. Here are her tips:
Relationships demand you be the real you. You can spot a phony instantly and you resent anyone trying to be someone or something they aren't. So think of how you can allow the people you connect with to get a feel for, or sense of who you are. Your values and beliefs...what's important to you. You don't want to ram it down their throats - just allow the real you to come through whether you're sending a sales letter, making a phone call, writing your newsletter, however you're making that first connection.
Sometimes fun can be viral. If you're going to hold a barbecue for a few friends anyway why not include a few clients and share photos of the event in your newsletter? They'll show their photo to their friends thus spreading the word about you. Why not allow them to bring a friend and invite all your clients so they can mingle with each other? After all, the more people who know you the better.
What if they each shared a story about you? And you included those stories in some of your marketing materials. What if you had a contest for the best story? When you allow them to share and contribute you exponentially increase your relationship. You make them feel important and you validate why they like and trust you. The ideas are endless...
Your clients don't want to work with a stiff shirt big company. They want you to be a real person who cares a whole lot about them and their outcomes. Allowing yourself to be a little vulnerable, and giving them a closer look at who you are makes you more trustworthy and trust-able. They just want you to be human because they want to connect with you if you'll just help them...
Try out Clausen's easy tips for building relationships, and let us know yours as well!
Cheryl Clausen, the Increase Sales Coach, works with clients in all areas of sales and marketing - to increase your sales. Learn more and discover the "7 Secrets Top Producers Know That You Can Put to Use in the Next 9 Days" at www.increasesalescoach.com
Subscribe to:
Posts (Atom)