S&MM SoundOff

Think Before You Speak

Too many sales people respond to a customer's request much faster than they should. Here's a personal example:

A client recently asked me for a concession on a program I had quoted on. Because I had worked with them for several years and this particular program was one of several I was conducting for them, I made the concession. However, a day later, I thought of an alternative idea that, in all likelihood, would have reduced my concession without costing my client anything. It would have required some barter but I am confident my client would have accepted the idea.

This happens all the time in business. A client’s request is not unreasonable so we accept it without thinking of alternatives. Or, we bend to a customer’s demand because we’re afraid of losing the sale. Yet, the first rule of thumb in negotiating is to make people work for what they get.

Before you acquiesce to the demands of loyal customer or new prospect, think before you speak (or write an email). A few minutes or hours of thoughtful contemplation can drive more sales to your top line and put more money in the bank. Think before you speak.

Kelley Robertson helps sales professionals and businesses discover new techniques to improve their sales and profits. Receive a FREE copy of 100 Ways to Increase Your Sales by subscribing to his free newsletter available at his website. For information on his programs contact him at 905-633-7750 or by email.

Sales Dodo Talks Hiring

Breaking News: Sales & Marketing Management's online "Train with the Sales Dodo" columnist Lee Salz will be shifting his column's focus in May to hiring best practices. Taking on a this new perspective, Salz will offer managers best practices on hiring and retention so they can build their teams up to a new level of performance.

For a preview of topic coverage to come, watch Salz's video on how to hire the right salespeople.

It all starts May 16th--Don't miss it! And be sure to check out the other "Train with the Sales Dodo" columns from Salz at salesandmarketingmanagement.com.

Sales Training Company Revenue Models

By Dave Stein (on April 21st at http://davesteinsblog.wordpress.com/)

I was on the phone today with an associate from a private equity firm. He found ESR on the web and was interested in our opinion on a number of topics as a foundation for his firm acquiring one or more sales training companies. He asked how sales training companies were generally doing during this recession. He pondered how a services-based company could weather these types of economic downturns, correctly observing that it’s hard to find good talent when the economy is strong and when there is a downturn, you run the risk of having expensive, non-billable talent on the bench.  “Tough to grow a business that way,” he said.

Next the comparison of training classes versus daily consulting came up.  I explained how sales training companies make significantly more margin from training classes than consulting.  In fact, many training companies only  do classroom training and are not at all interested in the assessment, methodology, process, customization, design, technology enablement, coaching and post-program support work that we believe is vital to a successful sales performance improvement intervention.  Why is that their approach? Margins!  A classroom day generates a lot more margin than a consulting day.  As a rule of thumb, a training day generates between 600 to 800% more margin than a consulting day.

Companies that only offer out-of-the-box training rarely deliver the kind of long-term sustainable results that those that take the holist approach do.  The guys at Think, Inc! are proving that what was formerly considered a stand-along skill like negotiation really should be integrated with the client’s selling methodology.  As a result they have a consulting component, which they believe is required for success.

On the other end of the spectrum are companies that will not do any classroom training unless it is part of a complete solution which would include the components mentioned above.  Performance Methods is one.

There is another piece to this—non-classroom vendor-provided content, such as e-learning modules, podcasts, remote coaching, opportunity management support (White Springs, for example) and other web/software-based IP.  Vendor that license this type of content to clients should be seeing highly profitable business.

What’s the point here?  You, the client, need to have the proper mix of consulting and classroom time as well as post-program support that will result in the greatest level of sustainable performance improvement for your team.  Don’t jump for what the training company proposes.  Don’t be willing to slash what’s required for success (like post-program coaching) because a vendor recommends it.  They may be willing to drop a less profitable but more important line item in your proposal because it suits them.

Read Dave Stein's blog at http://davesteinsblog.wordpress.com/ for more on sales trends and strategies.

Are You a Carrier?

A common disease is making its way around the business community. It has been around for a while and it strikes key business people at random and without malice. Its nasty symptoms include glassy eyes, blank stares, and the irresistible desire to yawn or fall asleep while someone is talking. Worst of all, salespeople are the main carriers of this illness.

It’s called Blank Eye Syndrome and it occurs every time a sales person delivers a dull boring sales presentation or talks about aspects of their product or service that have no relevance to their prospect’s situation. Rambling on about your company, sharing background information that is irrelevant, and discussing inappropriate solutions are the fastest ways to inflict this disease on your customers and prospects.

Fortunately, this disease can be avoided. All you need to do is ensure that every time you talk to a customer or prospect the conversation focuses on what is important to the other person. Focus on the results or impact of your solution or how your product will help the other person or their company. Reduce the possibility of spreading this disease; don’t be a carrier of Blank Eye Syndrome.

Kelley Robertson helps sales professionals and businesses discover new techniques to improve their sales and profits. Receive a FREE copy of 100 Ways to Increase Your Sales by subscribing to his free newsletter available at http://www.RobertsonTrainingGroup.com. For information on his programs contact him at 905-633-7750 or by email.

What's Wrong With Our Industry?

By Tom Richards

A few years ago, I was asked by some leaders of a certain industry to give a speech.  The title was to be: What's Wrong With The ---------- Industry? Having consulted to this industry for years, I was indeed on a slippery slope.  Do I tell them the truth as I know it or prevaricate to save my butt?  I could have refused, of course, or made up some lame excuse but I decided to go for it.

As the date approached, however, I packed for the trip with some trepidation.  Was I nuts?  This could cost me thousands in consulting fees!  But like Don Quixote, I prepared to joust with their windmills.

As I walked into the room, I noticed all the movers and shakers of the industry were in attendance.  Well, I gave them my opinions and suggestions and when I finished, I was greeted by total silence.  But then some people stood up and eventually, I received a standing ovation. 

The most interesting feedback was that, although they liked what I said, they were most interested in my telling them they don’t hire the right kinds of people. What I said was: Don’t worry about how technically proficient your hires are.  Don’t be concerned about how much experience they have.  You can train them for that.  Hire people who have these five characteristics ... look for this profile when you hire:

Enthusiasm: Being excited about life and people--all people--and wanting to know more about them.

Humor: Understanding the difference between illusion and reality--seeing the irony and enjoying the fun in life.

Joy: Looking at every day with positive expectancy--understanding that people are most interesting and most important--not products or services but people.

Passion: Wanting everyone to experience the fun of enjoying your company's products and services--the total transformation--and that includes enjoying the experience of YOU!

Commitment: Developing and nurturing the skills of communicating with others to find out what customers like, what they want and having the desire to succeed in becoming a personal factor in the success and growth of your company.

Did they understand?  I hope so.  They certainly were enthusiastic about the concept. But so many companies still just don't get it.  Starbucks can close their doors for a three-hour training session with their baristas but this does not change the personality style and character of those being trained. Try to teach someone to be joyful. Try training people to have a sense of humor, to have true passion. You get the picture, I hope. It just may be so ... that your people are more important than your products.

Tom Richards is president of 1 on 1 Strategies, Inc in Santa Fe. He has been a customer communications and guest satisfaction consultant for 27 years to manufacturers, retailers and resorts.  Visit his website at: www.1on1strategies.com

Text to Donate? Crikey!

By Lily Steiner

As cell phone technology continues to develop, more possibilities have been opeing up for marketers looking for the next big mobile bang. Take this for exmple: The late Steve Irwin, better known as the Crocodile Hunter, lives on in part through a new development cell-phone technology that may soon let users donate to their favorite causes with the push of a button.

Broadcaster Media guests at a dinner in Irwin's honor in January 2008 were the first to use a new mobile marketing system to make their donations via cell phone to Wildlife Warriors Worldwide (WWW), the conservation foundation Irwin founded with his wife, Terri, in 2002.

For Wildlife Warriors Worldwide, Broadcaster allows users to download information and donate by texting the world "wildlife" to 1 734 262 2948. The service, which allows you to "click to donate", is also available to the general public. The downloads are rich in graphics and easily forwarded to other users' phones, creating the possibility of a viral charity system.

Broadcaster's previous efforts have focused on providing commercial content to mobile phone users, such as Toyota's "Put the Toyota Fleet on your phone" campaign, the Hertz Christmas ringtones and wallpaper promotion, or letting teenagers download wait times for theme park rides in Ohio.

Lily Steiner believes successful business is based on common sense. She formed American Business Gateway as an international entrepreneur with over 25 years experience in a diverse range of industries. Consumer products to technology, she breaks it down and makes it easy, successful and invigorating. www.AmericanBusinessGateway.com

What Assumptions are You Making?

A conversation with a colleague reminded me just how often sales professionals make some type of assumption about their prospect or customer.

I recall watching an interaction between a sales rep and one of his customers and this rep constantly tried to anticipate what his customer was going to say. As a result, he frequently finished his customer’s sentences. Unfortunately, his assumptions were wrong and he seldom accurately assessed his customer’s thoughts. I could see his customer’s frustration increase as the conversation continued but it never dawned on this sales rep that his assumptions were wrong. The sales call ended with, “Thanks, we’ll let you know.”

This affliction tends to strike seasoned sales people because they have heard other customers and prospects make similar comments in the past. So, they interject and finish the other person’s statement or sentence. They think it is being helpful, but more often than not, it’s an annoyance.

Everyone makes assumptions from time-to-time. However, this can be a fatal sales mistake. If you make the wrong assumption (which is likely) you limit your ability to move the sales process forward.

Kelley Robertson helps sales professionals and businesses discover new techniques to improve their sales and profits. Receive a FREE copy of 100 Ways to Increase Your Sales by subscribing to his free newsletter available at his website. For information on his programs contact him at 905-633-7750 or by email.

Reader Feedback: Wackiest Interviews

Hello,

    Just finished reading the April 2 'Wackiest Interview Blunders' edited by Jeremy Cohen and wish to add one more...

    My husband's company interviewed someone a couple months back who requested financial statements from the owners because he had had to sue his former employer and found out in court the employer (a small business owner) didn't have many assets.  The prospective job candidate said he didn't want to end up somewhere he couldn't get a good settlement if he needed to sue.

    Thanks for listening.

-- Cora Bird
Maritime Communications, Inc.
Marina del Rey, CA

Editor's Note: What's your wackiest interview anecdote? Share your story with us by clicking the comment link below!

Creating Rapport-Executive Style

Virtually everyone in sales knows that creating rapport with their prospect or customer is a critical skill. And, the majority of people follow the same approach by making small talk at the beginning of the sales conversation. While this technique used to be effective, it is not necessarily the best approach in today’s hectic business world, especially if you deal directly with C-level decision-makers.

Let’s face it, executives are far from stupid. Glancing around their office and commenting about a photo, award, or some other observation is a transparent tactic.

Here are three ways to develop rapport with executives.

1.       Get to the point quickly. Don’t waste time on small talk that is unrelated to the matters at hand. Start your conversation with, “I know that you are busy so I’ll get right to the point.” Your prospect will appreciate this.

2.       Demonstrate that you have done some research. Comment on industry trends or refer to information gleaned from your prospects’ website or annual report. Executives respect people who do their homework before the sales call.

3.       Finish early. If you have 30 minutes allotted for your meeting, finish it in 25 minutes or less. Respect their time and they will respect you.

This will get you started and will help you differentiate yourself from many of your competitors.

Kelley Robertson helps sales professionals and businesses discover new techniques to improve their sales and profits. Receive a FREE copy of 100 Ways to Increase Your Sales by subscribing to his free newsletter available at www.kelleyrobertson.com. For information on his programs contact him at 905-633-7750 or by email.

The Have's and Have Not's

By Dave Stein

I'm getting very concerned, now that technology is playing an increasing role in selling resulting from the Sales 2.0 generation of software tools and capabilities that are now gradually being introduced. 

The reason I'm concerned is that there is a gap between sellers who are technology "have’s" and those who are technology "have-not's." All the technology in the world isn’t going to help people who don’t have the requisite skills and, more importantly, the inherent traits, to be consistently effective sellers.  On the other hand, consistent performers will have to become considerable more technology capable to maintain their performance levels going forward. 

ESR has found that 25-33% (depending on the industry) of B2B sales people aren’t qualified for the jobs they hold and neither training nor coaching will improve their performance.  This is a critical problem.  It is one of the root causes of the troubling statistics that we’ve all seen regarding sales performance and job tenure.

Let me elaborate on the issue of personal traits.  Depending on their specific job, we know that varying proportions of these among other traits are required for a sales person to be successful:  courage, tenacity, intelligence, problem solving, integrity (inward- and outwardly directed), self-motivation/drive, optimism, and competitiveness.

Not only does a seller have to be technologically comfortable (if not savvy) to leverage these exciting new tools and capabilities—they must have the right DNA (traits) to be a consistently effective seller, as well.

So let’s not get so enamored with the promise of an anywhere-access, collaborative, content-rich, best-practices, wiki-enabled, personalized iWorld that we elevate the vision of Sales 2.0 to the lofty position we did with CRM—that of a universal elixir.  CRM didn’t deliver on the promise because no one thought about what’s in it for the sales person.  Sales 2.0 does hold great promise for those companies that understand the importance of the three P’s—people, process and product—and have the right infrastructure in place to support a new generation of technology-enabled selling.  But for those companies that don’t, so far as improvements in sales effectiveness is concerned, Sales 2.0 has all the business value of a kid’s video game.

Dave Stein is CEO & Founder of ES Research Group, Inc. He is also a monthly strategy coulmnist for Sales & Marketing Management magazine.