Today sales trainer Dave Kahle shares the best practices of the nation's top closers - and you know they're not using manipulative closing techniques. Read on for closing tips you can feel good about, and confident implementing.
Unfortunately, there is no one issue that is more misunderstood and incompetently trained than that of "closing the sale." Much of the sales training on the subject, as well as the vast preponderance of sales literature, is way off the mark.
Closing is not a matter of continually pressing for the business, nor using manipulative techniques, nor clever repartee, nor memorizing any "magic" closes.
Just today I said "no" to someone who kept pressing me for the order. I interpreted his pressure as desperation on his part, and his desperation meant that there was something not right about the deal. I said "no." In this case, the highly trained, very skilled salesperson, with the right product at the right price, did exactly the wrong thing, and brought about a negative result, solely on the basis of his poor judgment about the customer, and his repeated attempts to close the sale.
When it comes to closing, the best salespeople do two things. In the traditional sense, they ask for the order when they sense that the customer is close to committing to a decision. This has always been the classic definition of closing the sale.
But in the hands of a master, closing takes on a larger meaning. Sales masters also understand that "closing" is more than an event that gets tagged onto the tail end of the sales process. They understand that "closing" is the process of attaining an agreement with the customer on the action that the customer will take as a result of every interaction. They have the mindset that every sales call - whether 45 seconds on the phone, or 90 minutes in the customer's office - always should end with some agreement on the next step.
The process of closing, then, starts with the first "Hello" and continues through every interaction that the salesperson has with the customer.
So, confirming an appointment is a mode of closing. As is gaining a commitment to view a presentation, test a sample, research other users, etc. The best salespeople continually seek, and obtain, commitment from the customer to take action at every step along the way.
As a result, the final decision to buy the product or service is a natural, logical result of all the commitments (closes) that went before.
The best salespeople are continually and effectively closing every conversation with the customer. That's why this is a best practice of the best salespeople.
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, December 18, 2009
Thursday, December 17, 2009
The Law of Timing
There are a lot of things in life that are all about timing - getting a job, meeting the love of your life, getting the cookies out of the oven before they burn. In sales, the success of your negotiation can depend on timing. Today sales expert Brian Tracy shares the rules of the law of timing, and how you can use them to help your negotiations - after all, when your timing is right, you will always get a better deal!
The More Urgent the Need, the Less Effective the Negotiator
If you are in a hurry to close a deal, your ability to negotiate well on your own behalf diminishes dramatically. If the other person is eager to make the deal, he or she is functioning under a disadvantage that you can exploit to your advantage. For example, every company has sales targets for each month, each quarter, and each year. Sales managers are tasked with hitting incomes, and their bonuses. Therefore when you are buying any large ticket item, you will almost always get the best deal if you wait until the end of the month when the pressure is on to hit the targets.
Don't Rush
The person who allows himself to be rushed will get the worst of the bargain. Rushing or using time pressure is a common tactic in negotiation, and you must be alert to other people trying to use it on you. People will often tell you that you have to make up your mind quickly or it will be too late. Whenever you hear this, you should take a deep breath and patiently ask questions to find out just how urgent the situation really is. If someone insists that he or she needs an immediate decision, you can reply by saying, "If you must have an answer now, then the answer is no. But if I can take some time to think about it, the answer may be different."
Allocate your Time
You resolve 80 percent of the vital issues of any negotiation in the last 20 percent of the time allocated for the negotiation. Probably because of the prevalence of Parkinson's Law, which says, "Work expands to fill the time allotted for it," most of the key issues in a negotiation get jammed into the final phase of the discussions. Up to this part of the negotiation, there seems to be a natural human tendency to procrastinate on the resolution of the most important issues. What this means for you is that you must be patient in a negotiation. You must be prepared for the key issues to be resolved at the last minute.
Final Point
A final point with regard to timing. Whenever possible, you should delay making an important decision. At the very least, don't allow the other person or persons to rush you into a decision by suggesting that if you don't act now, it will be too late. Whenever the item under negotiation involves a great deal of money, a long life of a product, or long duration of the decision, or it is the first time that you negotiated in this area, buy time for yourself. Take at least twenty-four hours, if not an entire weekend, to think over your decision before acting. Use time as a weapon to strengthen your position and to improve your ability to make better decisions.
Action Exercise
Avoid deadlines for yourself whenever possible. Tell the other party that you are not going to make a decision today, no matter what is agreed to. Give yourself at least twenty-four hours to think it over before deciding. Sleep on it as a matter of course. You will be amazed at how much better you think when you have put some time between yourself and the decision.
Brian Tracy is Chairman and CEO of Brian Tracy International, a company specializing in the training and development of individuals and organizations. As a Keynote speaker and seminar leader, he addresses more than 250,000 people each year. Learn more at www.briantracy.com
The More Urgent the Need, the Less Effective the Negotiator
If you are in a hurry to close a deal, your ability to negotiate well on your own behalf diminishes dramatically. If the other person is eager to make the deal, he or she is functioning under a disadvantage that you can exploit to your advantage. For example, every company has sales targets for each month, each quarter, and each year. Sales managers are tasked with hitting incomes, and their bonuses. Therefore when you are buying any large ticket item, you will almost always get the best deal if you wait until the end of the month when the pressure is on to hit the targets.
Don't Rush
The person who allows himself to be rushed will get the worst of the bargain. Rushing or using time pressure is a common tactic in negotiation, and you must be alert to other people trying to use it on you. People will often tell you that you have to make up your mind quickly or it will be too late. Whenever you hear this, you should take a deep breath and patiently ask questions to find out just how urgent the situation really is. If someone insists that he or she needs an immediate decision, you can reply by saying, "If you must have an answer now, then the answer is no. But if I can take some time to think about it, the answer may be different."
Allocate your Time
You resolve 80 percent of the vital issues of any negotiation in the last 20 percent of the time allocated for the negotiation. Probably because of the prevalence of Parkinson's Law, which says, "Work expands to fill the time allotted for it," most of the key issues in a negotiation get jammed into the final phase of the discussions. Up to this part of the negotiation, there seems to be a natural human tendency to procrastinate on the resolution of the most important issues. What this means for you is that you must be patient in a negotiation. You must be prepared for the key issues to be resolved at the last minute.
Final Point
A final point with regard to timing. Whenever possible, you should delay making an important decision. At the very least, don't allow the other person or persons to rush you into a decision by suggesting that if you don't act now, it will be too late. Whenever the item under negotiation involves a great deal of money, a long life of a product, or long duration of the decision, or it is the first time that you negotiated in this area, buy time for yourself. Take at least twenty-four hours, if not an entire weekend, to think over your decision before acting. Use time as a weapon to strengthen your position and to improve your ability to make better decisions.
Action Exercise
Avoid deadlines for yourself whenever possible. Tell the other party that you are not going to make a decision today, no matter what is agreed to. Give yourself at least twenty-four hours to think it over before deciding. Sleep on it as a matter of course. You will be amazed at how much better you think when you have put some time between yourself and the decision.
Brian Tracy is Chairman and CEO of Brian Tracy International, a company specializing in the training and development of individuals and organizations. As a Keynote speaker and seminar leader, he addresses more than 250,000 people each year. Learn more at www.briantracy.com
Wednesday, December 16, 2009
What to Do With an Immediate Brush Off
I know this has happened to me - you're making a call, and you get maybe half a sentence out before the caller says, "Not interested" and hangs up. Not a very fun experience. So what do you do to handle the situation? Today tele-sales expert Art Sobczak shares his expertise.
Should you just call back right away and act like you were disconnected?
Well, you could, but really, is that going to cause them to think how clever you are? I doubt it.
If this truly is a prospect that you want to pursue, consider some alternatives.
First, consider that the prospect might be having a bad day, or has just experienced an office emergency requiring immediate attention. Therefore another contact might be worth the investment, just not right now.
And instead of calling, try an email, fax or a brief note, stating,
"I have the feeling I called you at a bad time the other day. I apologize. The purpose for my call was to run an idea by you that could potentially help you to (fill in the blank with some result they would be interested in). I'd like to ask you a few questions to determine if we have the basis for a
conversation. I will call you again on Friday, or you can reach me at 800-555-2922."
Is this likely to get a high response rate? No, but any response you get would be better than the flat out "no," and the upside return on the investment could be huge.
Another alternative would be to simply place them back in your calling rotation for a few weeks down the road. They likely won't remember.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Should you just call back right away and act like you were disconnected?
Well, you could, but really, is that going to cause them to think how clever you are? I doubt it.
If this truly is a prospect that you want to pursue, consider some alternatives.
First, consider that the prospect might be having a bad day, or has just experienced an office emergency requiring immediate attention. Therefore another contact might be worth the investment, just not right now.
And instead of calling, try an email, fax or a brief note, stating,
"I have the feeling I called you at a bad time the other day. I apologize. The purpose for my call was to run an idea by you that could potentially help you to (fill in the blank with some result they would be interested in). I'd like to ask you a few questions to determine if we have the basis for a
conversation. I will call you again on Friday, or you can reach me at 800-555-2922."
Is this likely to get a high response rate? No, but any response you get would be better than the flat out "no," and the upside return on the investment could be huge.
Another alternative would be to simply place them back in your calling rotation for a few weeks down the road. They likely won't remember.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Tuesday, December 15, 2009
The Best Networking Question Ever
Be a more effective networker this holiday season with this tip from Anne Miller:
Oh, no -- yet another networking event. -- and more coming with the holidays!
Are you ready?
Elevator speech? Check.
Smile and business cards? Check
Shoes shined? Suit pressed? Look like a million bucks? Check
Objectives set? Check
Up on latest news for smart conversation? Check.
Discussion questions memorized? Check.
With everyone pretty much a networking clone by now, how do you get real interest in you?
Surprise people.
Ask this high pay-off question and watch them light up: "Tell me, what would someone have to say for me to recommend you?"
People LOVE this question. A. They feel I am really interested in helping them (I am). B. It gets them off their canned elevator speech and provides a much richer description of what they do that would really help me help them. C. Best of all, that interest in them sparks a deeper interest in what I do. A win-win all around.
Try it at your next event. Let me know how it works for you.
Anne Miller is a popular sales and presentations expert and author of the book, Metaphorically Selling: How to Use the Magic of Metaphors to Sell, Persuade, & Explain Anything to Anyone. She works with people in high stakes situations and clients like Yahoo!, Citigroup, and Time, Inc. to sell millions of dollars of business every year. Visit her site at www.AnneMiller.com and her blog at http://www.annemiller.com/blog/
Oh, no -- yet another networking event. -- and more coming with the holidays!
Are you ready?
Elevator speech? Check.
Smile and business cards? Check
Shoes shined? Suit pressed? Look like a million bucks? Check
Objectives set? Check
Up on latest news for smart conversation? Check.
Discussion questions memorized? Check.
With everyone pretty much a networking clone by now, how do you get real interest in you?
Surprise people.
Ask this high pay-off question and watch them light up: "Tell me, what would someone have to say for me to recommend you?"
People LOVE this question. A. They feel I am really interested in helping them (I am). B. It gets them off their canned elevator speech and provides a much richer description of what they do that would really help me help them. C. Best of all, that interest in them sparks a deeper interest in what I do. A win-win all around.
Try it at your next event. Let me know how it works for you.
Anne Miller is a popular sales and presentations expert and author of the book, Metaphorically Selling: How to Use the Magic of Metaphors to Sell, Persuade, & Explain Anything to Anyone. She works with people in high stakes situations and clients like Yahoo!, Citigroup, and Time, Inc. to sell millions of dollars of business every year. Visit her site at www.AnneMiller.com and her blog at http://www.annemiller.com/blog/
Monday, December 14, 2009
Quote of the Week
"Never give up, for that is just the place and time that the tide will turn." -- Harriet Beecher Stowe
December is a tough time for most salespeople. You're frantic to make your numbers for 2009, and you're already starting to worry about falling behind in 2010. Right now, you have to be giving it your all - no slacking during the holidays! Even if prospects keep telling you they're waiting until after the holidays to make decisions - there are many companies that are not doing that!
So don't just give up, thinking there's no chance for sales in the coming weeks. Companies are still doing business - keep going so you can make it yours!
December is a tough time for most salespeople. You're frantic to make your numbers for 2009, and you're already starting to worry about falling behind in 2010. Right now, you have to be giving it your all - no slacking during the holidays! Even if prospects keep telling you they're waiting until after the holidays to make decisions - there are many companies that are not doing that!
So don't just give up, thinking there's no chance for sales in the coming weeks. Companies are still doing business - keep going so you can make it yours!
Friday, December 11, 2009
A Goofy Christmas Mistake You CAN'T Make With Customers
Are you gearing up for Christmas gift giving? Planning what to get your top clients to show how much you appreciate them? Hold it right there - you might want to hold that gift until January! Check out this advice from sales trainer Kim Duke to see why.
"I love the decor, the songs, the cheesy Christmas specials (my favorite is the Charlie Brown Christmas), my mom's shortbread, visiting with friends and family and having mulled wine after cross-country skiing," says Duke.
"This fa-la-la-la-la atmosphere can lull you into making one of the GOOFIEST mistakes I see people making with their customers."
What Is The Goofy Christmas Mistake?
Sending Christmas cards and presents to your clients.
You know what I'm talking about here.
The dreaded fruit basket.
The frightening fruit cake.
The dried-out gingerbread house.
The Costco cheese platter.
All mixed in with 12 million Christmas cards that are strung out on a string across your client's office. Or worse - some lame e-card that says Seasons Greetings.
If you're doing this – you are breaking the GOLDEN SALES DIVA RULE:
Thou shall not BLEND IN WITH THE MASSES.
Listen - I know you love your customers. However, giving them something at Christmas when they are swamped with a bunch of Christmas goodies - does not make you stand out.
So what should you do? Send something in January.
Why? Well – the fun is over and the bills start to pour in. The credit cards are full, it is cold outside and your client is starting to feel a little grouchy.
Here's where YOU come in.
You're going to send something FUN in the mail to them – a cool gadget, a magazine subscription for their favorite hobby, a ticket to the opera – whatever would float their boat. Or you'll take them for lunch and give them the scarf you found for their Paris trip. Make it personal.
And you're only going to send it to the TOP 10% of your clients, the clients who are responsible for keeping you in business with their referrals and purchases. (The ones you'd have a panic attack over if they went to your competition)
Your client will love you for it. You will stand out in the crowd. And you've created an opportunity for starting the year off on a positive note.
Kim Duke is an unconventional, sassy and savvy sales expert who shows women small biz owners and entrepreneurs how to increase sales in a fun, easy, stress-free way! Learn more and sign up for her free e-zine at www.salesdivas.com
"I love the decor, the songs, the cheesy Christmas specials (my favorite is the Charlie Brown Christmas), my mom's shortbread, visiting with friends and family and having mulled wine after cross-country skiing," says Duke.
"This fa-la-la-la-la atmosphere can lull you into making one of the GOOFIEST mistakes I see people making with their customers."
What Is The Goofy Christmas Mistake?
Sending Christmas cards and presents to your clients.
You know what I'm talking about here.
The dreaded fruit basket.
The frightening fruit cake.
The dried-out gingerbread house.
The Costco cheese platter.
All mixed in with 12 million Christmas cards that are strung out on a string across your client's office. Or worse - some lame e-card that says Seasons Greetings.
If you're doing this – you are breaking the GOLDEN SALES DIVA RULE:
Thou shall not BLEND IN WITH THE MASSES.
Listen - I know you love your customers. However, giving them something at Christmas when they are swamped with a bunch of Christmas goodies - does not make you stand out.
So what should you do? Send something in January.
Why? Well – the fun is over and the bills start to pour in. The credit cards are full, it is cold outside and your client is starting to feel a little grouchy.
Here's where YOU come in.
You're going to send something FUN in the mail to them – a cool gadget, a magazine subscription for their favorite hobby, a ticket to the opera – whatever would float their boat. Or you'll take them for lunch and give them the scarf you found for their Paris trip. Make it personal.
And you're only going to send it to the TOP 10% of your clients, the clients who are responsible for keeping you in business with their referrals and purchases. (The ones you'd have a panic attack over if they went to your competition)
Your client will love you for it. You will stand out in the crowd. And you've created an opportunity for starting the year off on a positive note.
Kim Duke is an unconventional, sassy and savvy sales expert who shows women small biz owners and entrepreneurs how to increase sales in a fun, easy, stress-free way! Learn more and sign up for her free e-zine at www.salesdivas.com
Thursday, December 10, 2009
15 Ways to Stay Motivated and Focused When Cold Calling - Part 2
Yesterday tele-sales expert Jim Domanski shared priceless tips with us to make cold calling more manageable. Today he's back with even more tips for you to start using right away.
Call and only call. Don't use your 1-hour sprint to make copious notes, stuff envelops, send a fax or compose an e-mail after a call. You'll use up precious minutes. Stick to your hour of dialing and stick to the goal you set. After you've done your dialing you can go back and update information.
Reward yourself. You've heard this one before: if you do your solid hour of dialing, give yourself a reward. Maybe it is a triple grande latte at Starbucks. Whatever. Something.
Create a competition. Misery loves company. If you have associates, get them to cold call with you at the same time. Have a contest for dials, connects, presentations, leads or sales. Buy a small trophy and award it to each other on a daily basis. Have fun with it.
Make a commitment to someone else. Publicly state to a co-worker, boss, friend, significant other or whoever that you WILL do 1 hour of cold calling at a given time. Ask them to ask you how you did. Telling them you didn't do it will make you feel embarrassed and sheepish which means you'll want to avoid it at all costs. (Thus, you're more likely to pick up the phone and get it done).
Track results. Keep track of your dials, connects, presentations, leads, sales and revenues. Make a chart on a sheet of paper. Use little 'sticks' to record your results. This is easy and takes .67 seconds per stick so it saves time. Over time you can create a predictive model. If you have a boss, it's also a great way to provide feedback on lists or offers.
Avoid the Dementors. In the Harry Potter books 'Dementors' are creatures that literally suck the life spirit from people. Whiners and complainers are like Dementors. Avoid them at all cost. They'll drag you down and eventually your drive and spirit will be depleted.
Hang out with winners. If there's someone who is good at cold calling, or at the very least, is disciplined about cold calling. Sit near him or her. Feed off their energy. Compete with them. Their drive and spirit is infectious.
Don't be a wimp. You know what's real easy? Quitting. It's real easy to quit. Don't be wimp. Stick to the plan and follow the tips here. Give these ideas a chance. Your revenue and your job may depend on it. So don't quit. Be persistent.
Cold calling doesn't have to be as miserable as we sometime make it. Follow these tips and you'll create momentum and the process will not be so taxing. It'll be easy, faster and more effective. Just do it.
Jim Domanski is a tele-sales expert and president of Teleconcepts Consulting. Teleconcepts Consulting helps businesses and individuals who are frustrated with the results they have being getting when using the telephone to market and sell their products. For more information visit: www.TeleconceptsConsulting.com.
Call and only call. Don't use your 1-hour sprint to make copious notes, stuff envelops, send a fax or compose an e-mail after a call. You'll use up precious minutes. Stick to your hour of dialing and stick to the goal you set. After you've done your dialing you can go back and update information.
Reward yourself. You've heard this one before: if you do your solid hour of dialing, give yourself a reward. Maybe it is a triple grande latte at Starbucks. Whatever. Something.
Create a competition. Misery loves company. If you have associates, get them to cold call with you at the same time. Have a contest for dials, connects, presentations, leads or sales. Buy a small trophy and award it to each other on a daily basis. Have fun with it.
Make a commitment to someone else. Publicly state to a co-worker, boss, friend, significant other or whoever that you WILL do 1 hour of cold calling at a given time. Ask them to ask you how you did. Telling them you didn't do it will make you feel embarrassed and sheepish which means you'll want to avoid it at all costs. (Thus, you're more likely to pick up the phone and get it done).
Track results. Keep track of your dials, connects, presentations, leads, sales and revenues. Make a chart on a sheet of paper. Use little 'sticks' to record your results. This is easy and takes .67 seconds per stick so it saves time. Over time you can create a predictive model. If you have a boss, it's also a great way to provide feedback on lists or offers.
Avoid the Dementors. In the Harry Potter books 'Dementors' are creatures that literally suck the life spirit from people. Whiners and complainers are like Dementors. Avoid them at all cost. They'll drag you down and eventually your drive and spirit will be depleted.
Hang out with winners. If there's someone who is good at cold calling, or at the very least, is disciplined about cold calling. Sit near him or her. Feed off their energy. Compete with them. Their drive and spirit is infectious.
Don't be a wimp. You know what's real easy? Quitting. It's real easy to quit. Don't be wimp. Stick to the plan and follow the tips here. Give these ideas a chance. Your revenue and your job may depend on it. So don't quit. Be persistent.
Cold calling doesn't have to be as miserable as we sometime make it. Follow these tips and you'll create momentum and the process will not be so taxing. It'll be easy, faster and more effective. Just do it.
Jim Domanski is a tele-sales expert and president of Teleconcepts Consulting. Teleconcepts Consulting helps businesses and individuals who are frustrated with the results they have being getting when using the telephone to market and sell their products. For more information visit: www.TeleconceptsConsulting.com.
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