Sales advice, recommendations and interesting, useful and fun news from the world of selling!
Friday, February 26, 2010
Getting the Commitment
A recent question to sales expert Colleen Francis asked how to deal with the people who "need to think about it." Take Colleen's advice, and you may be able to get those people thinking - right away!
The trick with this objection is determining whether it's a real objection or not. Some prospects toss out this objection because they want to get rid of you. Some prospects really do need time to think about it. How can you tell them apart? Here is a highly effective two-step model you can use to get to the real hesitation, while giving you the right information required to close the business.
1. Stop, look and listen
Start by doing nothing at all. Wait patiently for 3 seconds whether on the phone or in person. Silence creates a space between you and the objection that's needed for the prospect to jump in and provide more information. Since most prospects are uncomfortable with the silence, they tend to provide you with details of their objections within 1-2 seconds. This technique works amazingly well IF you are disciplined enough to bite your tongue for just 3 seconds. Client Autumn Shirley swears that this is the most effective sales technique I have taught her in 5 years of working with me!
When the prospect does jump in, they will elaborate on the "let me think about it" objection and reveal their true concerns. Maybe they have to take your proposal to their manager. Maybe they have to wait for budget approval. Or perhaps they are waiting for a partner to present an alternative solution. Regardless of what they reveal it will be valuable information for you to know.
2. Emphasize and Ask
After you have been silent, it's now time to speak up, but always in the form of a question first. To test the legitimacy of the objection, start by empathizing with the prospect and follow up with a clarifying question. For example,
Prospect : "Let me think about it." You : "Thanks for letting me know, I think it's smart of you to consider all your options. I'm curious..."
--" what concerns do you still have? " or --" what is causing you to hesitate? "or --" what is your number one concern about not proceeding further? "or --" how will you make a decision to go ahead or not? "
When used together, these two steps allow the prospect a comfortable environment to open up in and help you determine if the objection is real, a stall tactic, or worse - just a put off!
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas" and a FREE 10 day intensive sales eCourse.
Has your boss ever told you to wow your customers - leaving you wondering exactly what that means? It's a vague statement that people often misunderstand - so today, sales expert Colleen Francis shares what it really means to wow your customers.
Wowing your customer is surprisingly simple. Think of how you felt the last time you received an unexpected card from a friend or someone you work with. WOW!! Right? It means a lot when you know that someone has taken the time to think about you. It says that someone cares about you and wants you to be happy.
For example, a couple of years ago at a conference I interviewed a top 1 percent performer for a large chemical company. Bill was the number one sales rep for his company three years running. When asked to what he attributed his success, this is what he said:
The guys who hit quota know the client's birthday. The guys in the top 10 percent know the client's wife's birthday. I know the client's dog's birthday.
The lesson: Bill has achieved WOW! Bill is a Life Giver. Bill is a top performer.
Of course when it's just a kind gesture or two, WOW! doesn't take much effort at all. But making a habit of it means that a bit more thinking has to go into what you're doing. Getting good - really good - at WOW! means you have to keep an eye on the things you do on a regular basis. Here are three tips to keep in mind.
First, be consistent. If you want to be the person who always remembers everyone's birthday, it's not going to be enough to remember just once and then never again. By being consistent, you demonstrate to people that you're not being nice simply because you woke up one morning in a great mood. You're showing that this is something you do as a matter of practice...because you really care. Trust is built through consistent behavior over time.
Second, be prompt. Don't wait a month before sending out thank-you cards after hosting or attending that great event. Do something while the memory and the good feelings are still fresh in everyone's minds. You're sending a powerful message to people about what matters to you in your life.
Third, be thoughtful. This is where your creativity and attention to detail can help you really stand out. Remember that there are no limits to how much you can care for others.
Recently I interviewed a top salesperson and asked her what set her apart from everyone else in her business. "I genuinely love people and I like showing how much I appreciate them," she explained. "There are plenty who remember to send out a birthday card to a friend or client, but I'll bet I'm the only one who thinks to also send out an anniversary card to the couple!"
This week make a list of your best clients and create a WOW! Plan for the year. What can you celebrate with them? What can you send them? How can you show you truly care about them?
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online newsletter "Engaging Ideas".
There's no magic answer for making more sales, but these tips from sales expert Colleen Francis would be an excellent start!
What are clients looking for in their sales professionals and partners? Sales reps who have that special something: the skills, tendencies and attributes that help build strong and lasting relationships. They are looking for people they can trust over the long term. Buyers are looking for partners with strong "personal" skills, according to ACT research. So, keep these in mind:
--Carefulness: Do you have a tendency to think and plan carefully before acting? This helps with reducing the chance for costly errors, as well as keeping a steady workflow going.
--Cooperation: Your willing to engage in interpersonal work situations is very important in the workplace and in your client's perspective. Clients love when you include other company resources and expert sources to help them solve their problems.
--Creativity: You've heard of "thinking outside the box?" Clients want innovative people who bring a fresh perspective. If you have nothing new to present, your clients will have no choice but to default to pricing as the key buying factor.
--Discipline: This includes the ability to keep on task and complete projects without becoming distracted or bored. Clients like to see that you can focus on their project - and them - from beginning to end.
--Drive: Clients want partners who have high aspiration levels and work hard to achieve their goals. Many senior level decision makers have remarked to me that they don't return sales reps call just to see if the rep has the drive and desire to call back!
--Good attitude: Clients want to be associated with Life Givers. You know that so enough said. OK...one more thought. Be NICE.
--Goodwill: Clients want to know that you are well intentioned, not self serving.
--Influence: You clients need strong sales leaders to guide the way. Having influence means positively impacting sales situations by highlighting your expertise, being honest, asking questions and engaging your client.
--Optimism: A positive attitude goes a long way toward productivity.
--Order or Organization skills: "Where did I put that?" A tendency to be well organized helps clients to perceive that working with you will be without major distractions or "roadblocks." Make sure it's easy to buy from you.
--Safe work behaviors: Clients want sales people who are not reckless and unnecessary risk-taking in a work environment. Incidentally, the word safe is considered to be one the top 12 most influential words (according to Yale) so use it in your sales presentations for profitable results.
--Savvy: This isn't just about job knowledge, but knowledge of the industry, your territory, the client, their family, and their working environment. It includes a tendency to read other people's motives from observed behavior and use this information to guide one’s thinking and action.
--Sociability: How much do you enjoy interacting with clients, potential clients and your colleagues? Clients can sense if you are a team player. --Stability: Clients want to know that you have a tendency to maintain composure and rational in stressful work situations.
--Vigor: Can you keep up? Your clients are busy business owners. They need to be sure you can keep a rapid tempo and keep busy. Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
With all the new things you're doing to grow your business, have you given much thought to testimonials? They're a great way to show what you can do and inspire new clients to put their trust in you. Today sales expert Colleen Francis shows you the right way to ask for testimonials and start getting business from them!
While there are many, many ways to collect testimonials from clients here are 3 easy ways to get started right away.
1. Keep your ears open wide
When you're talking to your customers, does anyone ever share with you a little story about how they were able to make great use of your product or service? Check your email. Has anyone ever sent you a note just to say "thanks for the great work" on that last job you did for them? Or have you ever received glowing feedback from a client who responded to a survey that you sent out? Each of those is a testimonial, just waiting for you to act on it. And that takes me to my next point...
2. Ask and you shall receive
Remember our friend W. Clement Stone? He once famously said: "If there is something to gain and nothing to lose by asking, by all means ask!" When a client says great things about you, about your work or the products you sell, give them the opportunity to turn that praise into a testimonial. Simply ask: "I'd really love it if I could include what you just said in my client testimonials. Would that be okay?" People generally like to be helpful to other people, but they'll never get that opportunity to give you that all-powerful testimonial if you don't ask first.
3. Make it easy for people
One of the most common comments you'll hear from clients when asking for testimonials is "Well I'm really not much of a writer, so it's hard for me to put it in words." The real power of testimonials comes from the fact that they're not polished...they're authentic and from the heart. A marketing professional I know quite well recently shared with me his secret about how he addresses this issue in his business. "I borrowed an idea from John Caples - one of the great copywriters of the 20th century. When asking a client for a testimonial, he'd simply say 'Finish this sentence in 25 words or less: I really like (product/service/person) because...' This really works because it gets right to the point about the feelings people have for you, for what you do and for what you're selling."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
You all know how much I love a good time management tip! Today sales trainer Colleen Francis shares several tips she put together after working with a sales team that made a commitment to do proactive, outbound sales prospecting everyday from 9-11 am. Here's how they stick to it:
1) Print out a list of at least 30 names to call the night before you leave the office, so you don't have to turn on your computer first thing in the morning (and risk checking email).
2) Make your calls from a meeting room rather than the open cubicle area so other employees can't bother/interrupt you
3) Put the phone on do not disturb
4) Keep cell / mobile device in the car during the "calling time"
5) Have a weekly contest to see who can make the most calls / appointments and sales during this time
6) Instruct receptionist to put all inbound calls directly into voice mail.
7) Turn off email and web browsers. Only use CRM during this time. If this can be done at the source by IT, all the better!
8) Create your "to do list" or "to call list" the night before.
9) Arrive at work 30 minutes early to get settled before "call time starts".
10) Block other employees from entering the sales area during this time with a banner that reads "Do not enter. Earning your salary"!
11) Send prospecting emails to prospects at the end of the day rather than during the "call time".
"While some of these ideas are fun, some are serious, and some are outrageous, they all work," says Francis. "I am sure you have some ideas to add to the list as well. At its core, sales success is all about demand generation, lead generation and prospecting. No prospects, no sales. Knowing that, what are you doing everyday to ensure prospecting for new business remains a top priority on your team?"
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
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.
Who isn't busy these days? With everything you have to do in a day, it's likely you've become the ultimate multi-tasker - firing off emails to "talk" to potential clients, making calls while picking up the kids, and checking emails during meetings. While they are certainly efficient, sales expert Colleen Francis believes these behaviors cause us to lose sight of the real purpose of sales; to create engaging and memorable relationships with everyone in our network.
"There is a difference between connecting with someone and engaging with them," says Francis. "That difference is trust. And creating trust requires being nice, staying focused on their needs and treating them with respect."
What is respectful behavior in your relationships?
1. If you receive an email that you feel is challenging or upsetting, pick up the phone and call. Speak with them with genuine curiosity and respect. 2. If you must deliver bad news to a client or a colleague, use the phone or meet with them face to face to have a real conversation with them. 3. Listen, do not interrupt. A simple rule to follow is wait three seconds after someone has finished talking before you start. This will ensure you don't jump in, interrupt or overrun their conversation. 4. If email is the only option, write it once, save as a draft. Sleep on it and review your text the next day. Better yet - send an email that only says, "please can we talk". 5. Keep your private communications private - no need to tell the whole office or your networking group about an incident you had with a client, prospect or manager 6. Show acknowledgement and appreciation. In Honesty Sells Steven and I teach a technique called "getting into Gear". This technique works for client and internal relationships and it goes like this:
G: Genuine. Say it only if you mean it. People know when you are being insincere.
E: Exact. Explain what you are you acknowledging exactly. Don't just say, "Thanks for doing a good job." Say: "I appreciate the work you did on the Jones project. Your attention to detail on the contract negotiation was outstanding!"
A: At once. Catch people doing something good and acknowledge it right away. Don't wait a week. Do it now. Even if you have to make a phone call or send an e-mail rather than acknowledging someone in person. An immediate acknowledgment is always better than a delayed one.
R: Regular. You cannot harm people by over-appreciating them.
"Your success will be directly determined by your willingness to communicate with your network in a trust building way," says Francis. "In good times or bad, the type of salesperson you choose to be is entirely up to you. Choose to be kind, honest, open, and supportive of your clients. You'll see consistent sales growth; you'll build an excellent reputation; and you'll become a leader in your field - regardless of your market or the state of the economy."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
With August winding down, it's time for the kids to head back to school - and for any salespeople still dreaming of vacation mode to snap out of it. We're closing in on Q4, and you've got goals to meet!
That being said, we've got a great article from sales trainer Colleen Francis to help get you out of vacation mode and back to your sales goals. Print out these top six traits of successful salespeople and put them up right by your computer. You'll be inspired to get back to work, and to sell more than ever!
Successful Salespeople...
1. Work smart and effectively They intention, they plan and they take action. They take time to play. They get up early, rarely complain. While expecting performance from others, they expect extraordinary performance from themselves. Repeated, high-level success starts with recognition that hard work pays off.
2. Are curious and eager to learn They study, ask questions, read and learn - constantly! They apply and/or take advantage of what they learn. Repeated success is not about memorizing facts, it's about being able to take information and create, build, or use it in new and resourceful ways. Successful people want to learn everything about everything!
3. Work on themselves Socrates said 'Know Thyself.' Really successful people work on their personality, leadership skills, management skills, and every other detail of life. When a relationship or business deal goes sour, they learn from what happened and do better next time. Successful people don't accept flaws; they fix them!
4. Are self-reliant and take responsibility Successful people don't worry about blame. They don't waste time complaining and they take responsibility for all their results good or bad. They make decisions and move on. Extremely successful people take the initiative, take action and accept the responsibilities for their decisions and the results. Your clients want to deal with agents, not victims. The buck stops with you. Own up to your results and if you don't like them don't worry. If you change your actions you can change your results... if you take action immediately. The decision to change is yours.
5. Respond wisely to change Even in times of stress or turmoil, highly successful people keep their balance. They know the value of timing, humor, patience and being prepared. Extraordinarily successful people breathe easily, ask questions, and make quick decisions, even in a crisis. Unsuccessful people resist change. They are frightened by change and prefer the "devil they know." Highly successful people embrace change because they know that change can bring new and better results. What are you doing everyday to create a new and improved result? What changes do you make when you don't like your results. Remember. If you always do what you have always done, you will always get what you have always gotten.
6. Take action! When an investment isn't working out, they sell. When they see an opportunity, they make the call. If an important relationship is cooling down, they take time to renew it. When technology, a new competitor or a change in the economic situation requires an adjustment, they are the first and quickest to respond. Business does not stop and wait until you make a decision. Act now and take advantage of what all opportunities hold. You will not be disappointed. This trait above all else will propel you to success. Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
A reader of Colleen Francis' sales blog recently asked her the best way to stay in touch with a customer without sounding like you're trying to sell something every time. Often times a long sales process necessitates you check back in - but you better not say you're calling to check in! Use these tips from Francis instead.
Try incorporating the following 5 habits into your sales regimen:
1. Plan regular contacts with all your customers. According to the American Marketing Association, people can handle up to 200 contacts per year. Even I think that might be a little overkill, so how about agreeing to contact your clients once every two weeks? This will help guarantee that your clients never get the chance to forget who you are or slip away unnoticed.
2. Never multi-task when talking to a customer. I can't stress this enough. In the era of BlackBerry's, cell phones and Bluetooth, we all think we can do a thousand things at once. If you're checking your email or updating your schedule while on the phone with a client, believe me - they can tell! Whether you're with your client in person or on the phone, give them your full attention. Turn off the cell phone, email or PDA and stay focused on the person you're actually talking to. This won't result in you missing out on other opportunities. It will increase your likelihood of getting more business from the customer you're with!
3. Show your sincere appreciation. Every time a customer buys something from you, gives you a referral or goes out of their way for you, don't just sit back and expect that they will continue to do so in the future. Acknowledge what they have done and thank them for their business, assistance or generosity. Remember: reciprocity is, by definition, a two-way street. When people give you something and you don't acknowledge it, most of them will think long and hard before helping you again.
4. If you haven't heard from a client because they are out of the office, busy, sick, traveling or just plain ignoring you, don't stop trying to reach them. Keeping the lines of communication open will maximize the chances that you will get a response when the person is better positioned to give you one. If your usual methods of communicating aren't working, try something innovative, like sending a message by courier, fax or snail mail. Sometimes simply shaking up the way you communicate is enough to recapture a client's attention.
5. Last and most definitely not least, always think of your clients first and put their needs ahead of your own. This doesn't have to be a grand gesture or heroic act of self-sacrifice. The next time you read an article that you think might interest your client, just send it along to them with a little note (if appropriate) that says: "I thought this might be of interest to you."
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 7 day intensive sales eCourse: www.EngagingIdeasOnline.com.
For many people, the instability of the economic climate has left them feeling wary of new deals or contracts. For this reason, it's vital that you create a foundation of trust for your relationship, and then constantly work to maintain it.
According to sales trainer Colleen Francis, "Meeting - or exceeding - customer expectations is at the heart of trust. When expectations aren't met, trust is broken, opportunities are missed and sales can be lost, all despite the countless hours of hard work that were put in to almost making something happen."
Here are Francis' tips for maintaining a trusting client relationship:
1. Be clear, thorough - and honest
Shared expectations produce greater harmony and more sales - period. When establishing expectations at the onset of a project, be as thorough as possible, and be prepared to adjust as needed.
For example, if you find the customer asking for something you simply can't deliver, try some of the following to set the right expectations, right from the start:
--"I'm not sure we can provide the program with that deposit schedule. If we can't, does that mean it's over between us?" --"I don't think we can meet your delivery schedule. Knowing that, does it make sense for us to move forward?"
In addition, be clear about what your customer can expect from you, as well as what they can't. Tell them what you can deliver instead of what they are asking for. Tell them that if ever you are unable to fulfill a request, you will always let them know either up front, or the minute you realize it yourself.
2. Set the bar for consistent performance
Remember the old adage, "under-promise and over-deliver?" In sales, this isn't just a falsehood - it also sets an expectation that you might not be able to keep up with in the future.
When you under-promise and over-deliver, you set the bar for what the customer expects you to deliver at a whole new level. What you "over-delivered" becomes the new baseline, and when you aren't able to meet this new standard consistently, your customer will end up feeling confused, disappointed - or betrayed.
To build a consistently profitable relationship, there's no point in delivering better, faster for less investment than your original promise if you know that you can't keep that promise through the relationship. It's better to simply say what you are going to do, and then do it exactly as and when you said you would.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
If you're new to sales, or just looking for a refresher course, this advice from sales trainer Colleen Francis is important to remember. A reader recently asked her how to recognize buying signals - something we all should be able to do! Read on to make sure you're ready to recognize, and capitalize, on buying signals.
"Listening to the client and recognizing buying signals as your opportunity to close will help you get more deals done more quickly," says Francis. "To do this effectively you will need to know the signals and the appropriate responses."
Here are some common statements / signals your client may make during the sales presentation or process:
Signal: "I could likely have a few people help me with that." Response: "Great. Do you have their names now?"
Signal: "That would work well with my plans to..." Response: "Tell me how."
Note: Although this doesn't go for the close directly it helps them reinforce the benefits, and puts them in a position where they are visualizing ownership even more.
Signal: "Mary would be the lady who would help you with the paperwork..." Response: "Good. Tell me a little about Mary. May I have her contact information?"
Note: We want to get them involved in discussing and planning the details of the next step (meaning the sale). Also, by getting others involved, of course they're deep into the transaction.
Possible Buying Signal: They relate an experience with a competitor, or a similar type of product or even if it was negative. "I talked to another consultant once about this program and didn't have a great experience."
Response: "Oh? What happened?"
Note: This could mean that they're open to your service, and are hesitant because they were burned before and need to be assured that you are different. You need to get the details first. Dig deep. Keep them talking. The more you have, the more you're able to deal with reasons, not symptoms.
"Your job is to keep the conversations moving towards the sale," says Francis. "In other words: ask questions!"
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
The SalesDog blog will be quiet on Monday as we take the day off to spend time with our families and remember those that have served our country. We'll see you on Tuesday!
Five Simple Things You Can Do Every Day to Improve Your Bottom Line
Prospecting is the most essential part of building business. Yes, client retention and customer service are important, but you can't do those things without having the clients in the first place!
According to sales trainer Colleen Francis, "The key to successful prospecting is to make it a daily habit. Never let a day go by without doing at least one thing to generate new business. Recognize that each time you do this; you're putting new potential leads into your funnel. With time, your commitment to that one simple act will bring great results, including a boost to your bottom line." Let's look a bit closer at those daily prospecting habits. Here are five simple things you can do every day to refine your skills.
1. Pick up the phone. One of your most powerful selling tools is sitting right there on your desk. Pick up the phone and make a new call to a new potential lead. Successful people who are in the top ten percent of any organization will tell you that this habit is vital for finding new leads and turning them into customers. Not every call is going to result in a new sale. And sales are not the only reason why you need to pick up that phone every day. Talking to people builds your confidence and teaches you to fine-tune your listening skills. Both of those will help you go a long way to meeting your sales goals.
2. Go to a networking event. Whether it's a sales seminar or a charity golf tournament, a networking event is your opportunity to show your face in the community and to meet new people. To be clear, no one is there to buy anything, so no pitching! People at networking events are most definitely keen on making new connections...and new connections can lead to some great relationships. Make time for events in your business calendar, and always be on the lookout for new ones by subscribing to email distribution lists for social events in your area or by joining business- or trade-related groups on social networking sites like Facebook or LinkedIn.
3. Send an email. The third thing you can do to hone your prospecting skills is to send an email to a prospective customer to follow-up on an earlier discussion. It costs you nothing but a few minutes of your time and the mere act of reaching out to someone helps to cement the relationship you have with that person. Don't fall victim to the "out of sight, out of mind" principle. Stay on your prospect's radar. Remember that for every 30 days your prospects goes without hearing from you, they lose 10% of their potential value to you. 4. Rekindle. Maybe there's a reason why that's happened. A quick note or phone call is often all it takes to rekindle that business relationship you once had with a client and that can result in some pretty exciting leads. Reviving lost customers can be a profitable way to generate business now.
5. Call a satisfied customer. Call a customer that you know who is really happy with your services. You can call just to say hello, you can share with them a business-related tip, a link to a great news article you just finished reading, or you can even take the opportunity to ask for a referral or a testimonial. Satisfied customers, especially those that you have recently started to work with, have already seen the benefits of the product you sell or the service you provide. Staying in touch and remaining a familiar face is how you reinforce that positive experience.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
A reader recently wrote to sales trainer Colleen Francis asking her how to deal with complaints. Knowing how to deal with an unhappy customer is a very important thing for a salesperson to be able to do, especially when an unsettling economy can make your customers more likely to complain about things that never bothered them before! Read on for her expert advice.
Step one - Get on their side. "OOOH that's terrible!" is a great starting point because it puts you on the same side of the issue with the customer and shows that you care about the complaint. Acknowledging the client's right to be upset is the first step in calming them down - especially if they are visibly upset or angry.
Step two - Thank the client for sharing the information with you. Rather than saying "I'm sorry" say "Thank you for sharing this with me". That will put the customer at ease and indicate to them that you emphasize and are about to take action. Step three - Make a positive action statement. Example - "Now that I know, I can take action to get something done right away" The client doesn't want sympathy or excuses, they want the problem solved.
Step four - Ask for suggestions. I like to use "Mr. Voice, what would be your ideal solution to (this problem)?" Most often the dissatisfied client will ask for something less than you would freely offer. Angry clients often react negatively to solutions that they feel they have not had any say in.
Step five - Solve the issue. "Mr. Voice thanks again for bringing this to my attention. I appreciate the opportunity to make the situation right, by.... (whatever the client and you agreed would be the solution). We want to keep you as a valuable client and I am sorry you experienced this."
Step six - Send them a thank you note and small gift. I suggest something that is NOT branded but rather something that is more personal. Maybe a Starbucks card, a book or some chocolates. Thank them again for allowing you to resolve the issue for them and for their loyalty. This show of appreciation will ensure that their next purchase is with you.
Step seven - Follow up. Conduct a quick survey to make sure the issue is still solved to their satisfaction. Wait about 10 days and make the call. Be sure to conduct this call over the phone, an email will NOT cut it. This is your chance to connect with the customer again, in a more positive communication. You will build rapport, enhance trust and gain referrals. Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
Yes, tomorrow is Christmas. How many of you are working today? How about on Friday, the day after, or next week? Just like you, there are plenty of people at work - so don't think you can slack off - especially if you're still chasing that end-of-the-year number! Yesterday sales trainer Colleen Francis gave us some ideas on keeping sales going now and through the end of the year. Here are a few more for you to try:
1. Question them into a corner - and close them when they get there. Tell your clients: "I would be happy to call you back next year. Do you mind if I ask, what will have to be different in May to make you want to buy from me then?" Or take the opposite approach, and ask: "Will anything change over the next few weeks that will cause you not to buy?" Once the prospect assures you that they do want to do business with you, you can respond with: "Great! Let's get your order into production now so your project won't be delayed, and we'll deliver it after January 1st."
2. One of my clients offers to ship his product in advance and the invoice later, so his customers can benefit from having the product on site while paying for it later. Of course, he only does this with clients who have excellent credit. But it works great - and he never has to discount his prices!
3. Use the "F" word. Agree with your clients, and then disagree, by offering an alternative: "I understand how you feel. Other clients of mine have told me that they felt the same way. What they have found is that they can save up to 20% if they buy now. For example, at ACME corporation they..."
4. Get a testimonial letter. Testimonials are the most powerful tool in your arsenal. Ask someone who bought before the quarter end, or any client who accelerated their purchase and was glad they did so, to write you a two-paragraph letter. The first paragraph should state how they originally wanted to wait, and the value they received by not putting it off - for example, did they save money? Time? The second paragraph should detail how happy they are with your after-sales service.
5. Get scarce! Remind your customers (if it's true!) that the price will be going up after a specified date or that there might be a product or delivery back-up after the first of the month, and advise them to schedule delivery now. If your business tends to be seasonal, encourage clients to buy during off-peak periods in order to get priority shipping and production.
"The success with which you handle the end of the year trap is directly related to the quality of the relationship you've built with your prospect or customer," says Francis. "A good relationship gives you more freedom to press for immediate action. A weak relationship may mean you end up having to wait until next year to make the sale - or longer." Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 10 day intensive sales eCourse: www.EngagingIdeasOnline.com
The SalesDog blog will be quiet tomorrow and Friday as we take time off to enjoy the holiday with our families. Happy Holidays, and we'll see you on Monday!
Are you caught in the end-of-the-year trap? According to sales trainer Colleen Francis, that's when "you've got pressure from your manager to close deals NOW, while you're getting the put off from clients who want to call you back after the holidays, next year."
"The end of the year is a time when both you and buyers have fires burning bright and often those priorities conflict with each other," continues Francis. "Many times we find that buyers use other priorities as an excuse to put buying decisions on hold. This can be especially bad if your clients tend to be publicly traded companies with a budget to hit by the end of the year."
"We're too busy now!", and "Call me back next year" are two of the most frustrating stalling tactics you'll ever hear in sales.
So what can you do to stop your prospects from stalling - and put a stop to the end of the year trap? Here are 10 suggestions from Francis:
1. Keep your pipeline full. If you have a pipeline with at least three to four times as many prospects as you need in order to meet your goals, you (and your manager!) will feel far less pressure. When you feel less pressure, you'll close more deals. Ironic? Yes. True? You bet. Most closing problems are prospecting problems. In other words you are not closing the sales you need because you don't have enough prospects to sell to.
2. Have a "closing blitz day" at the office or, better yet, arrange a week or month long contest to see who can close the most deals.
3. Reach out to customers personally, on the phone or face-to-face this month. Emails are easy to ignore. Meetings where you are learning more about their business and presenting creative solutions to their problems are not. While you're at it, take your manager with you. You send the message that your client and prospects are valuable to you if are willing to make the investment in bringing a senior level manager to meet them.
4. Make the customer be specific when they stall. "Thanks for letting me know that next year is better for you. What date would you want to place the order?" Or: "I would be happy to call you back next month. Would Tuesday, July 11th at 10:00 a.m. work for you?"
5. Offer alternatives. Once when I was selling software, we offered to split an invoice in two, charging the customer for the software in March and the maintenance in April. Because the payments were split, the order fit better into her quarterly budgets, and the customer was able to make the deal right away. Can you think of a creative way to help your customers say yes right now?
These are just a few ideas you can use to continue closing business through the remainder of the holiday season. We'll be back tomorrow with a few more to keep you busy! Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Start improving your results today with Engage's online Newsletter Engaging Ideas and a FREE 10 day intensive sales eCourse: www.EngagingIdeasOnline.com
We've got so much stress in our lives these days - from the holidays and the economy, in addition to all the regular stress in our lives! Not only does stress make you feel bad, it also takes away from your work and makes you less productive - thus creating more stress. Beat the stress cycle with these tips from sales trainer Colleen Francis.
1. Laugh. Laughter is one of the best tension releasers there is. Find things to laugh about and people to laugh with. Laughter is a great antidote for taking life too seriously. I keep a file of great jokes in my email system so when I need a great laugh, I can get one instantly! I also visit www.despair.com for a good laugh.
2. Take breaks. If you are working on a stressful activity, set it down for a few minutes, stretch and if you can, go for a walk. Learning to interrupt a stress-producing activity will help give you the break from tension that you need. You'll return to your activity refreshed and ready to be more productive. If you can get some exercise it will help you clear your mind and more productively solve the problem or the task at hand. Your body needs a break about every 90 minutes. So be sure to get up from your desk, have a snack and change your focus for about 15 minutes.
3. Make "happy" plans. Reward yourself for completing a task or hitting a goal. Make sure you set that goal in advance of completing the task because anticipation is an exciting feeling and will help propel you to success. Plan to see a special movie, eat out with someone you like, or do something else that pleases you. What gets rewarded gets repeated.
4. Focus your thoughts. The habit of thinking about too many things at the same time is extremely fatiguing and stress producing. Instead of being overwhelmed and unproductive, concentrate on one task at a time. Try making a list of other things you must do, and then put the list aside, so that you don't have to think about the tasks, but you won't worry about forgetting them either. Multi-tasking leads to stress. Focus on one task at a time. Complete it without interruption, cross it off your list and move on.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
With the help of modern technology, we now have a million ways to connect with each other - phone, email, instant messaging, Skype, webinars, fax, Blackberries, etc. So why is it that with all these ways to stay in contact, we don't really feel connected to our clients?
"If you want your efforts to be meaningful and memorable, you must connect emotionally with people," says sales trainer Colleen Francis. "Without that element being present in how you interact with others, no amount of hard work will help boost your sales performance...and no amount of ambition will get you to where you want to be in your organization."
"A 2003 Gallup study suggests that no matter how high a company's customer satisfaction levels may appear to be, satisfying customers without creating an emotional connection with them has no real value. None at all," continues Francis. "But when Gallup looked at customers who credited emotional connection as part of their deep satisfaction and loyalty to a store, they also found that those customers visited that business more often and spent more."
"Don't lose sight of what it means to connect emotionally with someone. It's not enough to just pick up the phone and call clients and talk about yourself, or tell them all the great things that your product or service you can do."
"Connecting emotionally with someone starts with understanding that it's not all about you...it's about them. When we engage in open, honest communications, we connect with others with empathy. We listen first. And we demonstrate that we understand what it's like to be in another's shoes."
Let's look at four things you can do today to improve the way you connect emotionally with people...
Sharpen your listening skills There's no better way to understand the needs of your customers than by listening carefully to what they have to say. As a sales professional, learn to be less preoccupied with the need to force your opinion on others. Instead, make it your job to listen to their opinions and feelings, ask questions, and then find tailor-made solutions to fit those opinions and feelings.
Tell stories Human beings are hard-wired to be receptive to the power of compelling stories. As one writer recently quipped to me: storytelling is a lens through which we can catch a glimpse of the lives of others as well as mirror of our own. When you share with your customers your own stories of challenges you've encountered in business - even mistakes you might have made in the past - it humanizes who you are. It helps remind others that you're not all that different in terms of your aspirations, goals, as well as in terms of what you worry about.
Be thankful Whether it's people in your personal or professional life, you can never say thank-you enough. People love it when they are recognized, appreciated and made to feel special. So take every opportunity you can to demonstrate how thankful you are by way of thank-you cards, modest gifts, treating a customer to lunch...your choices are endless. What's most important is that your gesture demonstrates how much you value that person and not their money. Be thoughtful Being thoughtful is where your creativity and attention to detail can help you really stand out. That goes a long way in an effort to connect emotionally with others. I was once told a great story about a top salesperson who was asked what set him apart from everyone else in his business. "I genuinely love people and I like showing how much I appreciate them," he explained. "There are plenty who remember to send out a birthday card to a friend or client, but I'll bet I'm the only one who thinks to also send out a birthday card to that person's beloved dog!"
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions. Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line. Learn more at www.EngageSelling.com
The SalesDog blog will be quiet tomorrow and Friday as we celebrate the Thanksgiving holiday with our families. We wish all of our readers a wonderful weekend, and we’ll see you back here on Monday!
Sales trainer Colleen Francis will always give it to you straight.She's not afraid to speak her mind, and she gives excellent advice that is practical and applicable to everyday salespeople.That's why I enjoyed her recent blog post so much.Here's what she had to say:
In North America 10% of the people will be the top sales producers. Those who are reach at least 110% of quota every year. Sometimes the top are as high as 200% or maybe 300%.
20% of sales people are either too new to measure, or they are so bad that they are on their way out.
That leaves 70% of people as mediocre. They are good but they are not outstanding. They are fine, but not memorable. They close 1 in 3 deals available to them leaving 2 deals to go to the competition. Mediocre performers. How can you be a top performer? The first step is to:
Get over yourself.
Selling and sales is not about you.
It is not about what you what you want to tell the customer.
It is not about what you want to sell.
It is not what about how you feel.
It's about the prospect.
It's about how they feel.
It's about what they want to know.
Focus on the customer first and the sale second. In doing so, you will close more sales more quickly as you build stronger relationships through likeability and trust.
Colleen Francis, President of Engage Selling Solutions, helps sales professionals everywhere make an immediate and lasting impact on their sales. She offers keynote speaking, sales training and sales coaching, all delivered with a savvy, no-nonsense approach. Learn more at www.engageselling.com
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Name: Editor: Kelly McLean
Location: Carlsbad, CA, United States
SalesDog.com, the internet's number one sales success destination for more than seven years, works with America's leading sales experts to bring practical selling tips and strategies to salespeople, sales managers, business owners and entrepreneurs. Over 30,000 sales professionals rely on its free weekly newsletter to keep them abreast of cutting-edge developments impacting their profession.
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