Business coach Diane Helbig has a great book out called Lemonade Stand Selling, in which she offers practical advice anyone can use to increase their sales. Her take on customer service is important - you make more money when you keep the clients you already have, and customer service is the way to keep them!
"In this global economy where industries are more and more competitive and commoditized, customer service can be the only thing separating you from your competition." excerpt from Lemonade Stand Selling
Unfortunately, too many people are so focus on the next sale that they fail to pay any attention to their current clients. It's not that they take them for granted - though that might be the case in some instances. It's that they aren't thinking about it.
When we do a good job, meet the need, complete the task, we assume that our clients are happy. We assume that they'll stay with us and even do more business with us. That's not necessarily the case. If you aren't communicating with your client chances are your competition is. If they don't feel appreciated, they'll go someplace else.
Dan Kennedy conducted a study a while back and found out that the biggest reason customers leave their vendors is because they don't feel appreciated. 68% of those who leave. That's a huge number! It isn't price, quality, or service; it's appreciation. The way I read this, if you aren't communicating with your client after the sale you are telling them you don't really appreciate them. Sure, you appreciated the initial sale, but after that? Well, . . .
Customer service includes paying attention to your clients. Finding out what's going on with them; what they need; where they're going. When you get involved with your clients on this level you become their partner. They want to stay with you because they know you have their best interest in mind.
So, ask yourself how well you are communicating with your clients. How well do you know them? Then, go deeper, do better. You'll be glad you did.
Diane Helbig is a Professional Coach, and President of Seize This Day Coaching. She works one-on-one and in groups with business owners, entrepreneurs, and salespeople. Visit her website at www.seizethisdaycoaching.com
Thursday, December 9, 2010
Wednesday, December 8, 2010
Stop Putting Off Till January What You Should Do Now
We've featured this article in the past, but I think it so important that I could probably run it every year around this time and feel like I was still offering fresh content. You know why? Because salespeople, including myself, fall into the "leave it till January" trap so easily! Today sales trainer Mark Hunter reminds us of the peril of pushing work off during the holidays.
This can be an interesting time of the year when it comes to sales motivation, as it can either plummet or soar. Before we get any closer to the end of the year, take a minute and develop a list of the key things you need to get accomplished in January 2011 and the 1st quarter of 2011.
I'm not telling you to take your eye off the ball in terms of maximizing your year-end results, but what I am saying is to be careful in how you deal with issues that pop up over the next couple of weeks — and the tendency to say to yourself or even tell the customer how you can "take care of it in January."
For many salespeople, myself included, January is a very busy month. If I'm not careful, I can very easily over extend myself with customers. When you over extend yourself, all you're doing is making your 2011 sales goals that much harder to meet.
Yes, there will be things that get pushed from December into January and that is to be expected. The key is to make sure you don't suddenly find yourself waking up on January 2, 2011, to a schedule and client project list that is unattainable. Talk about a hit to your sales motivation.
One strategy you can use right now when confronted with those customers that want to push things off until 2011 is to be upfront with them and tell them how your January is already quite full. Mention that you may not be able to deliver them the same quality of service you can now while there's still time in 2010.
I've found the best approach with a customer is to be upfront with them (assuming your January schedule is already fairly full.) Customer and prospects will appreciate the candor, rather than being told one thing now only to have it go unfulfilled in January.
Mark Hunter, "The Sales Hunter", is a sales expert who speaks to thousands each year on how to increase their sales profitability. For more information, to receive a free weekly email sales tip, or to read his Sales Motivation Blog, visit www.TheSalesHunter.com
This can be an interesting time of the year when it comes to sales motivation, as it can either plummet or soar. Before we get any closer to the end of the year, take a minute and develop a list of the key things you need to get accomplished in January 2011 and the 1st quarter of 2011.
I'm not telling you to take your eye off the ball in terms of maximizing your year-end results, but what I am saying is to be careful in how you deal with issues that pop up over the next couple of weeks — and the tendency to say to yourself or even tell the customer how you can "take care of it in January."
For many salespeople, myself included, January is a very busy month. If I'm not careful, I can very easily over extend myself with customers. When you over extend yourself, all you're doing is making your 2011 sales goals that much harder to meet.
Yes, there will be things that get pushed from December into January and that is to be expected. The key is to make sure you don't suddenly find yourself waking up on January 2, 2011, to a schedule and client project list that is unattainable. Talk about a hit to your sales motivation.
One strategy you can use right now when confronted with those customers that want to push things off until 2011 is to be upfront with them and tell them how your January is already quite full. Mention that you may not be able to deliver them the same quality of service you can now while there's still time in 2010.
I've found the best approach with a customer is to be upfront with them (assuming your January schedule is already fairly full.) Customer and prospects will appreciate the candor, rather than being told one thing now only to have it go unfulfilled in January.
Mark Hunter, "The Sales Hunter", is a sales expert who speaks to thousands each year on how to increase their sales profitability. For more information, to receive a free weekly email sales tip, or to read his Sales Motivation Blog, visit www.TheSalesHunter.com
Tuesday, December 7, 2010
4 Strategies for Beating Your Competition
Strategies to beat my competition? Yes, please! Here's some great advice from sales trainer Tessa Stowe.
Today's marketplace is getting more and more competitive. It's because there are more and more players, some of whom will offer ridiculously low prices in an attempt to make a sale. So how can you stand out and differentiate yourself, even if your product is a commodity? How can you beat your competition without having to lower your prices? It can be easier than you think if you start using the following four sales strategies.
Strategy One: Sell only to those that are going to buy.
Competitors will be bending over backwards to do whatever the prospect says in the hope that they can persuade them to buy from them. Your competition will make presentations, give demonstrations, write proposals and jump through any hoops the prospect puts in front of them. This is true even if the prospects do not intend to buy anything from anyone right now, or if their solutions are not the right fit.
You are a professional and your time is valuable. So you can only afford to spend your time selling to those who are going to buy from someone now and if your solution is the right fit for them. You need to effectively interview - qualify - your prospects before starting your sales process. Even if a prospect asks you to come and present your solution, convey that you are happy to do that but they need to answer some questions first. Be polite but firm, and be prepared to walk away if they don't qualify or will not spend the time with you to see if they do. You'll stand out from your competition with this approach. Let them waste their time, but don't waste yours.
Strategy Two: Do not try to persuade or convince.
Instead of being persuasive and trying to convince your prospect to buy, explain how you can help them solve their problem and why you are the best one to do that. Be completely unattached as to whether they say yes or no to you. You'll stand out by the fact you are not trying to push them into a sale. Instead you are trying to help them make the best decision for them. Your confident approach will pull them towards you while your competitor's desperate approach will push them away.
Strategy Three: Sell unique results, not your products.
Your competition will have no doubt fallen into the trap of selling their products as they think that is what people buy. They'll be trying to show how their widget is the best widget as it has the "x" feature etc. You can stand out by selling what people really want to buy: an end result or a business outcome. Your product is only one component of that outcome. Sell all the other components as well. Even if your product is a commodity, how you deliver the outcome can be unique. How you deliver and assure support and service can be unique. How you make your customers feel can be unique. Convey and sell this uniqueness. If you are not sure what your uniquness really is, find out fast so you can sell it.
Strategy Four: Do not focus on the sale.
Your competition will be focused on making a sale. Their sales process will reflect this intent. They'll probably be skilled in persuading, in answering objections, and in going for the close with a variety of techniques. They will not care if the customer does not buy from them again or refer others. They are only focused on getting the sale no matter what the long term consequences.
Stand out from your competition by having your sales process and your focus be about making a customer for life. To you, the initial sale is small in comparison to the additional sales that will result from this customer in the future and the referrals that will result. It also means that if you don't get the initial sale, you keep growing the relationship with the prospect until you do secure that first sale.
Just follow these four strategies and you will easily beat your competition. Your prospects will pay a higher price for the greater value of the results you are offering. Your new customers will want to see you again and will remain loyal over time. Try these strategies and see!
Tessa Stowe teaches small business owners and recovering salespeople simple steps to turn conversations into clients without being sales-y or pushy. Her FREE monthly Sales Conversation newsletter is full of tips on how to sell your services by just being yourself. Sign up now at www.salesconversation.com.
Today's marketplace is getting more and more competitive. It's because there are more and more players, some of whom will offer ridiculously low prices in an attempt to make a sale. So how can you stand out and differentiate yourself, even if your product is a commodity? How can you beat your competition without having to lower your prices? It can be easier than you think if you start using the following four sales strategies.
Strategy One: Sell only to those that are going to buy.
Competitors will be bending over backwards to do whatever the prospect says in the hope that they can persuade them to buy from them. Your competition will make presentations, give demonstrations, write proposals and jump through any hoops the prospect puts in front of them. This is true even if the prospects do not intend to buy anything from anyone right now, or if their solutions are not the right fit.
You are a professional and your time is valuable. So you can only afford to spend your time selling to those who are going to buy from someone now and if your solution is the right fit for them. You need to effectively interview - qualify - your prospects before starting your sales process. Even if a prospect asks you to come and present your solution, convey that you are happy to do that but they need to answer some questions first. Be polite but firm, and be prepared to walk away if they don't qualify or will not spend the time with you to see if they do. You'll stand out from your competition with this approach. Let them waste their time, but don't waste yours.
Strategy Two: Do not try to persuade or convince.
Instead of being persuasive and trying to convince your prospect to buy, explain how you can help them solve their problem and why you are the best one to do that. Be completely unattached as to whether they say yes or no to you. You'll stand out by the fact you are not trying to push them into a sale. Instead you are trying to help them make the best decision for them. Your confident approach will pull them towards you while your competitor's desperate approach will push them away.
Strategy Three: Sell unique results, not your products.
Your competition will have no doubt fallen into the trap of selling their products as they think that is what people buy. They'll be trying to show how their widget is the best widget as it has the "x" feature etc. You can stand out by selling what people really want to buy: an end result or a business outcome. Your product is only one component of that outcome. Sell all the other components as well. Even if your product is a commodity, how you deliver the outcome can be unique. How you deliver and assure support and service can be unique. How you make your customers feel can be unique. Convey and sell this uniqueness. If you are not sure what your uniquness really is, find out fast so you can sell it.
Strategy Four: Do not focus on the sale.
Your competition will be focused on making a sale. Their sales process will reflect this intent. They'll probably be skilled in persuading, in answering objections, and in going for the close with a variety of techniques. They will not care if the customer does not buy from them again or refer others. They are only focused on getting the sale no matter what the long term consequences.
Stand out from your competition by having your sales process and your focus be about making a customer for life. To you, the initial sale is small in comparison to the additional sales that will result from this customer in the future and the referrals that will result. It also means that if you don't get the initial sale, you keep growing the relationship with the prospect until you do secure that first sale.
Just follow these four strategies and you will easily beat your competition. Your prospects will pay a higher price for the greater value of the results you are offering. Your new customers will want to see you again and will remain loyal over time. Try these strategies and see!
Tessa Stowe teaches small business owners and recovering salespeople simple steps to turn conversations into clients without being sales-y or pushy. Her FREE monthly Sales Conversation newsletter is full of tips on how to sell your services by just being yourself. Sign up now at www.salesconversation.com.
Monday, December 6, 2010
Quote of the Week
"No matter what it is, pick yourself up and go on to the next project." -- Shelley Duvall, actress
We're getting close to the end of the year, and if 2010 has been a tough year for you, then look to 2011 as a time for you to reach new goals and try new things. Think creatively, be strong, and be ready to try new things. Whatever your goals, you can reach them with hard work and dedication!
We're getting close to the end of the year, and if 2010 has been a tough year for you, then look to 2011 as a time for you to reach new goals and try new things. Think creatively, be strong, and be ready to try new things. Whatever your goals, you can reach them with hard work and dedication!
Friday, December 3, 2010
You Are Selling
Sometimes we get so lost in trying to build rapport, relationships, and client friendships, that we forget what we're actually doing - selling! Here's a great reminder (or wake-up call!) from sales trainer and cold calling expert Wendy Weiss.
Yesterday I had a conversation with a new client. He was describing his company's sales process which they start off with an email to their suspects. That first email includes a link that directs recipients to a web page where they can download a complimentary report. This is the first contact my new client's company has with any identified suspect. My client related this to me and explained their rationale for starting out with an email and a complimentary report: "I don't want my prospects to think I'm trying to sell them something."
This "I don't want my prospects to think I'm trying to sell them something" notion is quite pervasive...and it always troubles me. Here's the issue: You are trying to sell your prospects something. That is the truth. And what's more, your prospects know it.
The idea that you can approach prospects in a way that they do not think you're trying to sell something is at best disingenuous, at worst it's dishonest. When you send a suspect that complimentary report (or download or sample) the only reason that you're sending it is because you've identified them as a 'suspect' and you are looking to start a conversation - a selling conversation. You know it and they know it.
"But wait, Wendy," some of you cry. "I want to build relationships." "I want to get to know my prospects." "I want to build rapport."
Good. That's what you're supposed to be doing. Why are you building relationships, getting to know your prospects and building rapport? It's because you want to sell something.
"But wait, Wendy, I really take care of my customers and want to build strong relationships with them!"
Good. You're supposed to take care of your customers. Over time, if you're doing your job, you will build strong relationships with customers. That's what you're supposed to be doing. But why? Reality check: So that you can keep your customers and so that they'll continue to buy from you.
"But Wendy, some of my customers become my friends!"
That's nice. Doesn't change the fact that bottom line, you still want to keep them as customers so that they'll continue to buy from you.
When suspects or prospects receive your complimentary report they make a decision. They look at the offer and decide if that offer is of value to them. If it is, they'll accept it. If they don't think it's of value they won't. Prospects know this opens the door to additional sales contact. The process and skill of your follow-up is what then determines whether or not that prospect becomes a customer.
Your prospects are not stupid. They know that you're a sales person and they know that you'd like to sell them something. It appears, however, the only people that don't know they're selling are some sales representatives.
Selling is what moves our economy. Selling is what pays the mortgage, the car payments and puts food on the table. I look forward to the day when sales professionals hold their heads up high and pridefully shout out: "I am selling!"
Learn more from the author, Wendy Weiss, at http://www.wendyweiss.com or email her at wendy@wendyweiss.com.
Yesterday I had a conversation with a new client. He was describing his company's sales process which they start off with an email to their suspects. That first email includes a link that directs recipients to a web page where they can download a complimentary report. This is the first contact my new client's company has with any identified suspect. My client related this to me and explained their rationale for starting out with an email and a complimentary report: "I don't want my prospects to think I'm trying to sell them something."
This "I don't want my prospects to think I'm trying to sell them something" notion is quite pervasive...and it always troubles me. Here's the issue: You are trying to sell your prospects something. That is the truth. And what's more, your prospects know it.
The idea that you can approach prospects in a way that they do not think you're trying to sell something is at best disingenuous, at worst it's dishonest. When you send a suspect that complimentary report (or download or sample) the only reason that you're sending it is because you've identified them as a 'suspect' and you are looking to start a conversation - a selling conversation. You know it and they know it.
"But wait, Wendy," some of you cry. "I want to build relationships." "I want to get to know my prospects." "I want to build rapport."
Good. That's what you're supposed to be doing. Why are you building relationships, getting to know your prospects and building rapport? It's because you want to sell something.
"But wait, Wendy, I really take care of my customers and want to build strong relationships with them!"
Good. You're supposed to take care of your customers. Over time, if you're doing your job, you will build strong relationships with customers. That's what you're supposed to be doing. But why? Reality check: So that you can keep your customers and so that they'll continue to buy from you.
"But Wendy, some of my customers become my friends!"
That's nice. Doesn't change the fact that bottom line, you still want to keep them as customers so that they'll continue to buy from you.
When suspects or prospects receive your complimentary report they make a decision. They look at the offer and decide if that offer is of value to them. If it is, they'll accept it. If they don't think it's of value they won't. Prospects know this opens the door to additional sales contact. The process and skill of your follow-up is what then determines whether or not that prospect becomes a customer.
Your prospects are not stupid. They know that you're a sales person and they know that you'd like to sell them something. It appears, however, the only people that don't know they're selling are some sales representatives.
Selling is what moves our economy. Selling is what pays the mortgage, the car payments and puts food on the table. I look forward to the day when sales professionals hold their heads up high and pridefully shout out: "I am selling!"
Learn more from the author, Wendy Weiss, at http://www.wendyweiss.com or email her at wendy@wendyweiss.com.
Thursday, December 2, 2010
Early Warning Signs
The Whetstone Group is a sales training firm that doles out practical advice in an easy to read format. Today they tackle how to recognize the early warning signs that a deal isn't going to work out, so you can stop wasting your time and move on to better options.
Problem: "What am I doing here?" Robert said to himself. He was twenty minutes into the initial meeting with this prospect, and he was clearly fighting an uphill battle. All his attempts to develop rapport were met with apathetic, almost frigid responses. His questions, simple and innocuous though they were, received little more than one or two word responses. "What's going on here?" he wondered. This guy won't even crack a smile and yet he gave me the appointment. Is he just having a bad day, or do I have a hygiene problem? He just couldn't figure it out, yet he kept at it, trying to pump some life into this dying appointment. He wanted to quit, but his ego wouldn't let him; he felt he should be able to breathe some life into this situation.
We've all been there. We work hard to get an appointment and are determined to take the sales process all the way through to the end, to make that "all-important" presentation. No matter what. And it almost never pays off.
Diagnosis: Some prospects just aren't worth the effort. Let's face it, there are "good" prospects...and "bad" prospects. In fact, a bad prospect is not a prospect at all. Any prospect that is antagonistic, vague and even non-communicative is a bad prospect. But salespeople, despite the obvious danger signals, are almost completely reluctant to disengage. The old "hope-a-hope-a" strategy is firmly entrenched, along with a liberal dose of denial of the obvious warning signs. This old adage comes to mind...if it walks like a duck and quacks like a duck, it probably IS a duck. Well, if it exhibits all the initial danger signs of a bad prospect, it probably is a bad prospect.
Prescription: The good ones deserve our time and effort. The rest should be dumped like a bad habit. Every prospect must pass the first qualifying hurdle, or you must disengage quickly. There are definite warning signs, and fortunately, they show up early in the process and are easily recognizable, if you know what you’re looking for. If you can't answer positively to these six quick qualifying questions, your continued efforts with the prospect will probably be futile. Here they are...
·Is the prospect friendly?
·Will the prospect answer your questions?
·Does the prospect know what he wants?
·Will he give you access to the decision maker (assuming you're not at that level yet)?
·Does he want "it" in a relatively short time frame?
·Will he work with you on an exclusive or semi-exclusive basis, or is this going out to the entire world?
If you're getting a bunch of negative answers to the above, your prospect may simply be looking to pick your brain, and it's probably time to say "Adios" and move on.
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
Problem: "What am I doing here?" Robert said to himself. He was twenty minutes into the initial meeting with this prospect, and he was clearly fighting an uphill battle. All his attempts to develop rapport were met with apathetic, almost frigid responses. His questions, simple and innocuous though they were, received little more than one or two word responses. "What's going on here?" he wondered. This guy won't even crack a smile and yet he gave me the appointment. Is he just having a bad day, or do I have a hygiene problem? He just couldn't figure it out, yet he kept at it, trying to pump some life into this dying appointment. He wanted to quit, but his ego wouldn't let him; he felt he should be able to breathe some life into this situation.
We've all been there. We work hard to get an appointment and are determined to take the sales process all the way through to the end, to make that "all-important" presentation. No matter what. And it almost never pays off.
Diagnosis: Some prospects just aren't worth the effort. Let's face it, there are "good" prospects...and "bad" prospects. In fact, a bad prospect is not a prospect at all. Any prospect that is antagonistic, vague and even non-communicative is a bad prospect. But salespeople, despite the obvious danger signals, are almost completely reluctant to disengage. The old "hope-a-hope-a" strategy is firmly entrenched, along with a liberal dose of denial of the obvious warning signs. This old adage comes to mind...if it walks like a duck and quacks like a duck, it probably IS a duck. Well, if it exhibits all the initial danger signs of a bad prospect, it probably is a bad prospect.
Prescription: The good ones deserve our time and effort. The rest should be dumped like a bad habit. Every prospect must pass the first qualifying hurdle, or you must disengage quickly. There are definite warning signs, and fortunately, they show up early in the process and are easily recognizable, if you know what you’re looking for. If you can't answer positively to these six quick qualifying questions, your continued efforts with the prospect will probably be futile. Here they are...
·Is the prospect friendly?
·Will the prospect answer your questions?
·Does the prospect know what he wants?
·Will he give you access to the decision maker (assuming you're not at that level yet)?
·Does he want "it" in a relatively short time frame?
·Will he work with you on an exclusive or semi-exclusive basis, or is this going out to the entire world?
If you're getting a bunch of negative answers to the above, your prospect may simply be looking to pick your brain, and it's probably time to say "Adios" and move on.
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
Wednesday, December 1, 2010
SalesDog Quick Tip
I love this quick tip from sales trainer Kendra Lee - especially now that things start to get really crazy with the holidays coming up! It's a great reminder of keeping your priorities in check - and if your priority is a full sales funnel, then you need to keep prospecting regularly!
Never be Too Busy Selling to Prospect
While writing proposals and closing new clients is rewarding and fun, remember to prospect regularly so you aren't back to square one after those orders come in!
Kendra Lee is a Prospect Attraction Specialist and president of KLA Group. Specializing in the IT industry, KLA Group helps companies rapidly penetrate new markets, break into new accounts and shorten time to revenue with new products in the SMB segment.
Never be Too Busy Selling to Prospect
While writing proposals and closing new clients is rewarding and fun, remember to prospect regularly so you aren't back to square one after those orders come in!
Kendra Lee is a Prospect Attraction Specialist and president of KLA Group. Specializing in the IT industry, KLA Group helps companies rapidly penetrate new markets, break into new accounts and shorten time to revenue with new products in the SMB segment.
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