"If you're like most sellers, silence drives you nuts," says sales expert Jill Konrath. "When you're talking with a prospective customer and there's a brief lull in the discussion, I bet you jump right in to fill it. Research shows that the average salesperson, after asking a question, waits no more than 2-3 seconds before rephrasing the question, answering it themselves or moving on to another topic. And my experience shows that normal sellers have NO idea that they're doing this." Does this sound like you? Read on!
Let me ask you a question: What is the one single thing that you or your company could do in the upcoming 12 months that would dramatically impact your sales?
(one thousand one ... one thousand two .. one thousand three)
I mean, if you really thought about it, what's causing you the most trouble in your sales efforts?
(one thousand one ... one thousand two ... one thousand three)
I've been studying a lot about the challenges that salespeople are struggling with these days. They're really having trouble getting their foot in the door of big companies. Once they're in, it's really difficult to get people to change from the status quo. And, because of today's business climate, corporate decision makers are so risk averse.
Are you finding that to be the case? Which of those issues are causing you the most frustration?
(one thousand one ... one thousand two ... one thousand three)
Have you thought about how you could make it easier for you? I mean, like what kinds of marketing initiatives you could undertake?
(one thousand one ... one thousand two ... one thousand three)
Okay. I'll stop now. Hopefully you got my point about the continual rephrasing and butting in that sellers do after they ask a question.
What I really wanted to point out is what was lost because of the lack of silence.
Here's the 1st question again: "What is the one single thing that you or your company could do in the upcoming 12 months that would dramatically impact your sales?"
That's a provocative question. Decision makers can't answer it with a simple pat answer.
It makes them stop and think, "Hmmmm. What would that one thing be? New offerings? More calls? Additional money in our marketing budget? Which would have the most impact?"
That's what you want them to do. Then when they answer you'll learn a whole lot about what's going on in their organization, what the big challenges are, the decision maker's perspective on the issues and solutions and so much more.
But they can't think of all that in just two or three seconds.
They need much longer to ponder the question, to play around with it in their mind and to sort through their options.
In fact, research shows they need 8-10 seconds to formulate the start of their answer. And once they get talking, they think of more ideas.
When you cut them off at only 2-3 seconds, you lose in more ways than you can imagine.
--You don't get the benefit of your good question. You never learn all the good stuff they could be telling you if you'd just kept your mouth shut a little longer.
--When you don't learn all this info, it's so much harder to sell anything because you don't know how your offering can make the biggest difference to your customer.
--Besides that, your customer thinks that you're self-serving and only interested in achieving your own objectives. (Isn't that what you think when people keep cutting you off?)
--You don't establish a positive relationship with the person, so they really don't want to meet with you again.
And all this happens because you don't know how to count beyond three.
The value of silence in selling is rarely talked about. Mostly people focus on what they're going to say.
Instead, I suggest that you try a bit more silence. Ask a question, lean back and start counting to yourself. Start at one thousand one and keep right on going.
If you hit one thousand ten and still don't have a response, then you can rephrase or interject something. But not before. At first you'll be absolutely miserable doing this. (This is the voice of experience talking!) Nothing will seem harder. You'll be squirming and dying to jump in.
Don't do it! Keep counting silently to yourself.
Your prospective customers will start talking. You'll learn a whole lot more. You'll strengthen your relationships. They'll think you're smarter, more credible and more caring.
Jill Konrath, author of Selling to Big Companies and founder of the Sales Shebang, is a frequent speaker at national sales meetings and industry events. For more articles like this, visit www.SellingtoBigCompanies.com. Sign up for the newsletter and get a bonus Sales Call Planning Guide.
Wednesday, October 21, 2009
Tuesday, October 20, 2009
Ask Questions Now for Success in 2010
Planning for 2010 doesn't have to be a huge process - you can get major help from your current customers. Ask these questions from The Brooks Group, and you'll know more than ever about what your customers like about you - and what you may need to change.
Here are the essential questions to ask:
1. How long do your customers stay with you on average?
If you sell a product or service with a repeatable purchase history then you will need to know this information. This will allow you to spot trends in your customer loyalty programs. Should you change your programs or are customers leaving you quicker than they were a few years ago? Most businesses will generate 50-70% of their yearly revenue from their existing customers. Increasing customer retention is one of the fastest ways to grow existing revenue. Additionally, it is much more cost effective to retain your customer base then it is to find new customers.
2. Why do customers stop buying from you? Simply ask them!
It's amazing to me how many businesses do not track this information. The answer to this question will provide you insight into the core reasons why your customers leave. A band-aid, fix-it approach is not the solution and maybe you've used this method far too many times which is why you are loosing customers. Even if the reason is not your fault, then at least you gain a better understanding of why you lost a customer. Perhaps their top leadership changed and you need to resell the account.
3. What have you done to gain correct information on the following:
a. Who's buying your products and services?
b. Why they're buying?
c. Who's making the purchase decision?
d. How effective is your packaging?
e. What is your "Wow" factor?
All of these questions go together because they are designed to help you with your external/internal marketing efforts. For example, if 90% of your products and services are being bought by CFO's in mid-size organizations then you have defined your key market. You may want to craft a very targeted and specific message to this group of decision makers. Knowing why they buy provides insight into the trigger events that determine if someone is truly a qualified prospect. Even a minor detail dealing with how you package your product and the very color and contents of the outside packaging can determine a rise or fall in sales.
Take the time to review these key questions to see where adjustments may be needed.
4. What are your customers really saying about you and your organization?
Hopefully, they are saying good things. In today's world of online social-media outlets your customers are going to talk about you. Be aware of what they are really saying. Customers will talk to each other and for your sake that conversation needs to be a positive one. We live in a fast paced world where feedback is instant. Find out where your customers are talking and have a presence there.
Simply taking the time to go through these questions is the first step. The answers will lead you to add some extra meat to your overall strategy moving into 2010. I'm always amazed at how many organizations tell me they have never taken the time to answer these questions.
The Brooks Group is a Sales and Sales Management Screening, Development, and Retention company that has helped more than 2,000 organizations in 500 industries transform their businesses by focusing on building and sustaining top-performing sales, sales management and business development programs. www.TheBrooksGroup.com
Here are the essential questions to ask:
1. How long do your customers stay with you on average?
If you sell a product or service with a repeatable purchase history then you will need to know this information. This will allow you to spot trends in your customer loyalty programs. Should you change your programs or are customers leaving you quicker than they were a few years ago? Most businesses will generate 50-70% of their yearly revenue from their existing customers. Increasing customer retention is one of the fastest ways to grow existing revenue. Additionally, it is much more cost effective to retain your customer base then it is to find new customers.
2. Why do customers stop buying from you? Simply ask them!
It's amazing to me how many businesses do not track this information. The answer to this question will provide you insight into the core reasons why your customers leave. A band-aid, fix-it approach is not the solution and maybe you've used this method far too many times which is why you are loosing customers. Even if the reason is not your fault, then at least you gain a better understanding of why you lost a customer. Perhaps their top leadership changed and you need to resell the account.
3. What have you done to gain correct information on the following:
a. Who's buying your products and services?
b. Why they're buying?
c. Who's making the purchase decision?
d. How effective is your packaging?
e. What is your "Wow" factor?
All of these questions go together because they are designed to help you with your external/internal marketing efforts. For example, if 90% of your products and services are being bought by CFO's in mid-size organizations then you have defined your key market. You may want to craft a very targeted and specific message to this group of decision makers. Knowing why they buy provides insight into the trigger events that determine if someone is truly a qualified prospect. Even a minor detail dealing with how you package your product and the very color and contents of the outside packaging can determine a rise or fall in sales.
Take the time to review these key questions to see where adjustments may be needed.
4. What are your customers really saying about you and your organization?
Hopefully, they are saying good things. In today's world of online social-media outlets your customers are going to talk about you. Be aware of what they are really saying. Customers will talk to each other and for your sake that conversation needs to be a positive one. We live in a fast paced world where feedback is instant. Find out where your customers are talking and have a presence there.
Simply taking the time to go through these questions is the first step. The answers will lead you to add some extra meat to your overall strategy moving into 2010. I'm always amazed at how many organizations tell me they have never taken the time to answer these questions.
The Brooks Group is a Sales and Sales Management Screening, Development, and Retention company that has helped more than 2,000 organizations in 500 industries transform their businesses by focusing on building and sustaining top-performing sales, sales management and business development programs. www.TheBrooksGroup.com
Monday, October 19, 2009
Quote of the Week
"It's not your position in life; it's the disposition you have which will change your position." -- Dr. David McKinley
I am a firm believer that attitude is everything. It affects the big things, like your interactions with clients, and the small things - from how you feel getting out of bed in the morning to how quickly you get started on the day's calls. Look at each day, each hour, even each minute, as an opportunity to do your best and you'll see wonderful results.
I am a firm believer that attitude is everything. It affects the big things, like your interactions with clients, and the small things - from how you feel getting out of bed in the morning to how quickly you get started on the day's calls. Look at each day, each hour, even each minute, as an opportunity to do your best and you'll see wonderful results.
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.
Thursday, October 15, 2009
Email Strategies That Reach Your Prospect
Have you been firing off emails left and right, with no real response to your efforts? You may be making one of these mistakes sales expert Wendy Weiss warns against. Read on to make sure you're not including any of these in your e-correspondence.
1. Create an attention-grabbing subject line. If your prospect does not open your email or worse still, deletes your email you are nowhere. Make sure that you have an attention-grabbing subject line. Go to the newsstand and look at magazine headlines. Use magazine headlines as a model. You are looking for a formula to follow. The topic is, of course, different.
2. Subject lines that use the prospects name and/or subject lines that ask questions frequently work well. If you have a referral put that referral's name in the subject line, "Jane Jones recommended that I contact you."
3. Keep your email short and to the point. No more than one screen in length. Remember that your prospect may be reading on their desktop or they may be reading on their Blackberry.
4. Just like a voice mail message, make sure that your email focuses on a benefit or result that you/your company/your product or service achieves for customers.
5. Make sure that your message includes a call to action. What action do you want your prospect to take? If you want a phone call you must say, "Please call me." Don't expect that your prospect will guess. It's your job to ask.
6. No attachments. Remember that your prospect may be reading on their desktop or they may be reading on their Blackberry. In addition, attachments will frequently get caught in spam filters, which means that your email will not be delivered at all.
7. No HTML or fancy graphics. Remember that your prospect may be reading on their desktop or they may be reading on their Blackberry. In addition, some graphics can get caught in spam filters, which means that your email will not be delivered at all.
Wendy Weiss is known as "The Queen of Cold Calling." She's written a bestselling e-book called "101 Cold Calling Tips for Developing New Business in a Downturn." Find out how it can help you sell more by phone here.
1. Create an attention-grabbing subject line. If your prospect does not open your email or worse still, deletes your email you are nowhere. Make sure that you have an attention-grabbing subject line. Go to the newsstand and look at magazine headlines. Use magazine headlines as a model. You are looking for a formula to follow. The topic is, of course, different.
2. Subject lines that use the prospects name and/or subject lines that ask questions frequently work well. If you have a referral put that referral's name in the subject line, "Jane Jones recommended that I contact you."
3. Keep your email short and to the point. No more than one screen in length. Remember that your prospect may be reading on their desktop or they may be reading on their Blackberry.
4. Just like a voice mail message, make sure that your email focuses on a benefit or result that you/your company/your product or service achieves for customers.
5. Make sure that your message includes a call to action. What action do you want your prospect to take? If you want a phone call you must say, "Please call me." Don't expect that your prospect will guess. It's your job to ask.
6. No attachments. Remember that your prospect may be reading on their desktop or they may be reading on their Blackberry. In addition, attachments will frequently get caught in spam filters, which means that your email will not be delivered at all.
7. No HTML or fancy graphics. Remember that your prospect may be reading on their desktop or they may be reading on their Blackberry. In addition, some graphics can get caught in spam filters, which means that your email will not be delivered at all.
Wendy Weiss is known as "The Queen of Cold Calling." She's written a bestselling e-book called "101 Cold Calling Tips for Developing New Business in a Downturn." Find out how it can help you sell more by phone here.
Wednesday, October 14, 2009
Cold Calling Quick Tip - Approach with Sincerity
Many people have a hard time with cold calling because they feel like they are intruding on the person they're calling. If you're just picking up the phone and dialing, then that might be the case. If you've done your research and can honestly say you think you can help them, then that's no intrusion - that's help! Today sales trainer Sam Manfer shares a philosophy that will help you right away with your cold calling.
"People don't want to be bothered, and you know that," says Manfer. "They are doing you a favor by talking with you. However, you may be able to return the favor by helping them if they have a problem, concern, dissatisfaction, or unmet opportunity."
So apologize for your intrusion -- "Sorry to bother you." Then say something like one of the following;
"Do you have any issues or concerns about XYZ?" Where XYZ is the general field you serve. In my case XYZ would be sales or revenue generation or salespeople's productivity.
"Are you satisfied with your XYZ?" If they say "Yes", ask them what they like about it. If they say, "No", ask them, "What are some things you don't like about it or are dissatisfied with?"
"Are you missing any opportunities because of XYZ?"
"Are you experiencing any inconveniences because of XYZ?"
Expect an "Everything is fine" because that's the easiest way to get rid of you. However, what you've done with this approach, and these questions, is to be polite and focused on the prospect. This helps to establish a modicum of credibility. Needs and wants, coupled with the salesperson's credibility, are what make sales happen.
You probably should start with an intro - your name and the company you represent - but quickly follow it with a customer focused statement. This, again, is to minimize the all about you effect.
For example, "Hi, my name is Sam Manfer, with Sales Mastery. Sorry to bother you, but you or your company could be experiencing some challenges that we've helped others like you eliminate. Can I ask you a couple questions?"
Putting the second person, you/your, in the front of the sentence, and the first person, I/we, at the end of the sentence makes it more about them, rather than you. This is a subtlety that has a profound, unconscious impact on the listener - it's about them!
Since 1995 Sam Manfer has been speaking, consulting, writing and leading seminars in sales and personal development. As a keynote speaker and seminar leader Sam has addressed thousands of new and experienced sales people and managers all over the world in all types of businesses and industries. Learn more at www.sammanfer.com
"People don't want to be bothered, and you know that," says Manfer. "They are doing you a favor by talking with you. However, you may be able to return the favor by helping them if they have a problem, concern, dissatisfaction, or unmet opportunity."
So apologize for your intrusion -- "Sorry to bother you." Then say something like one of the following;
"Do you have any issues or concerns about XYZ?" Where XYZ is the general field you serve. In my case XYZ would be sales or revenue generation or salespeople's productivity.
"Are you satisfied with your XYZ?" If they say "Yes", ask them what they like about it. If they say, "No", ask them, "What are some things you don't like about it or are dissatisfied with?"
"Are you missing any opportunities because of XYZ?"
"Are you experiencing any inconveniences because of XYZ?"
Expect an "Everything is fine" because that's the easiest way to get rid of you. However, what you've done with this approach, and these questions, is to be polite and focused on the prospect. This helps to establish a modicum of credibility. Needs and wants, coupled with the salesperson's credibility, are what make sales happen.
You probably should start with an intro - your name and the company you represent - but quickly follow it with a customer focused statement. This, again, is to minimize the all about you effect.
For example, "Hi, my name is Sam Manfer, with Sales Mastery. Sorry to bother you, but you or your company could be experiencing some challenges that we've helped others like you eliminate. Can I ask you a couple questions?"
Putting the second person, you/your, in the front of the sentence, and the first person, I/we, at the end of the sentence makes it more about them, rather than you. This is a subtlety that has a profound, unconscious impact on the listener - it's about them!
Since 1995 Sam Manfer has been speaking, consulting, writing and leading seminars in sales and personal development. As a keynote speaker and seminar leader Sam has addressed thousands of new and experienced sales people and managers all over the world in all types of businesses and industries. Learn more at www.sammanfer.com
Tuesday, October 13, 2009
"What's a "No" Worth?"
Continuing my thoughts about time management from yesterday, I thought this article from The Whetstone Group was very appropriate. Today they identify salespeople’s biggest time waster - and what you can do to avoid it.
According to The Whetstone Group, the ubiquitous "I need some time to think this over. Call me in a week or so" is salespeople's biggest time waster. Salespeople still have a problem getting their prospects to make a decision when they make a presentation and that stems from the fact that they just hate to hear "no." So, they permit their prospects to drag them through the purgatory of alternating hope and despair, just because they don't have the intestinal fortitude to hear a "no."
So what should you do? Face the facts. You know that most "maybe's" are just slow "no's," so why not get the "no" in the first place. Get rid of your old head trash. You don't have to sell everybody. Ain't gonna happen. You and I both know that.
Let's look at the problems with "think it over's" and "maybe's." It takes forever to get a "no," which permits the prospect to steal your valuable time and employ his system at your expense. The slow "no" causes pipeline and forecasting problems (how much of your current forecast is wishful thinking?) It gives you a false sense of security, but when it becomes apparent that there will not be a deal, it's devastating.
Here are two suggestions to eliminate "think it over's." First, make sure at the end of the meeting you discuss that you'd like to talk about the next step, assuming you're both in agreement that the dialogue should continue, and that your prospect understands that he doesn't have to string you along just because he assumes you're not comfortable hearing "no." Finally, your attitude on every sales call should be: "my prospect must convince me that there is a reason for my continued involvement in the sales process." In other words, if you're having any doubts that there's a reason for the two of you to do business together, tell that to the prospect. Let him convince you that he really does have a problem and that you should stay involved.
So what's a "no" worth? Just the most valuable thing you possess: that irreplaceable asset, your time.
Whetstone Group is a sales process improvement company that focuses on helping companies implement a proven sales process that will increase sales, shorten the selling cycle, increase closing rates, and improve margins. Learn more at www.whetstonegroup.com
According to The Whetstone Group, the ubiquitous "I need some time to think this over. Call me in a week or so" is salespeople's biggest time waster. Salespeople still have a problem getting their prospects to make a decision when they make a presentation and that stems from the fact that they just hate to hear "no." So, they permit their prospects to drag them through the purgatory of alternating hope and despair, just because they don't have the intestinal fortitude to hear a "no."
So what should you do? Face the facts. You know that most "maybe's" are just slow "no's," so why not get the "no" in the first place. Get rid of your old head trash. You don't have to sell everybody. Ain't gonna happen. You and I both know that.
Let's look at the problems with "think it over's" and "maybe's." It takes forever to get a "no," which permits the prospect to steal your valuable time and employ his system at your expense. The slow "no" causes pipeline and forecasting problems (how much of your current forecast is wishful thinking?) It gives you a false sense of security, but when it becomes apparent that there will not be a deal, it's devastating.
Here are two suggestions to eliminate "think it over's." First, make sure at the end of the meeting you discuss that you'd like to talk about the next step, assuming you're both in agreement that the dialogue should continue, and that your prospect understands that he doesn't have to string you along just because he assumes you're not comfortable hearing "no." Finally, your attitude on every sales call should be: "my prospect must convince me that there is a reason for my continued involvement in the sales process." In other words, if you're having any doubts that there's a reason for the two of you to do business together, tell that to the prospect. Let him convince you that he really does have a problem and that you should stay involved.
So what's a "no" worth? Just the most valuable thing you possess: that irreplaceable asset, your time.
Whetstone Group is a sales process improvement company that focuses on helping companies implement a proven sales process that will increase sales, shorten the selling cycle, increase closing rates, and improve margins. Learn more at www.whetstonegroup.com
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