Archive for Sales

Are You a First-Responder or JUST a Salesperson?

Tuesday, December 21st, 2010

Examine your motivations.

Why would you accept a job offer from a company seeking to hire a salesperson?

Is it salary, commission, benefits, travel, prestige, perks, the adrenaline-rush of closing a sale, is it about satisfying your innate ‘hunter’ instinct, the challenge of meeting and exceeding quotas, or is it a sense of duty and loyalty to your prospective employer?  If these are your priorities I wouldn’t hire you. I don’t need your loyalty or your hunter instinct.

Today’s visionary employers no longer want traditional, self-serving, in-it-for-the-kill salespeople. Those salespeople died with polyester suits, telemarketing, walk-in office cold-calls and the word ‘solutions’. Today’s visionary employers are interested in only one thing … self-starting salespeople with loyalty to only one person. The CUSTOMER.  Satisfy the customer at a profit. Personal and corporate success and wealth will follow.

Visionary employers don’t hire sales staff, they hire first-responders … professionals for whom the customers’ welfare is their priority. Selling today is a profession. The definition of a ‘professional’ is the man or woman, who is entirely customer-centred. Customers want to be taken care of not taken for a ride. Customers need service so that they have the time, energy and money to take care of their customers, families and themselves. The salesperson that puts her customers first makes it very difficult for her competitors to step in. Take care of your customers and they’ll tell others how to find you. Take care of your customers and your employer will be too busy laughing all the way to the bank to replace you. Take care of your customers and they will take care of you. Learn to give first.

Customers need allies, collaborators, people covering their backs. They don’t need another salesman.

Be Wary Of The ‘commission-only’ Employer

Saturday, August 14th, 2010

Companies with proven products or services, with established territories consisting of satisfied customers often remunerate their salespeople on a commission-only basis. These companies value their sales staff and know that commissions from repeat sales will adequately reward them as they prospect for new clients and increased sales from existing clients. Make no mistake, the candidates chosen for these positions are seasoned professionals as passionate about increased market share as their employers. They share a fundamental principle with their employers … ‘mutual respect’ and both are equally protective of the other’s back. They are in many ways, true allies.

There is however a glut of North American companies of all sizes and in all industries inspired by the famous P.T. Barnum quote. ”There’s a sucker born every minute.” Sadly, P.T. was not far from wrong. The legions of men and women willing to sign on as  sales persons for these companies with little more than a promise of commission, are staggering. In defence of both parties however, many are simply operating out of ignorance and the myth that salespeople are, and have always been, bounty hunters. This myth has been the leading cause of employment instability in the selling profession.

The indiscriminate hiring and firing of poorly trained and poorly compensated salespeople has for decades wasted the market’s time, tested its patience and hindered sales. Today’s highly educated, more sophisticated and time starved buyers no longer have the time nor the patience for self-absorbed, commission-only salespeople or their employers. The fallout from bounty hunter style selling has manifested in our North American markets as ever-lengthening sell-cycles, higher operating costs, reduced global competitiveness … not the least bit helpful to an economy struggling to recover.

North America’s competitiveness within our ever evolving global economy depends on new-perspective adaptations  not the least of which demands the rebranding of the sales profession. Companies intrenched in the old ways of selling and the old ways of qualifying, hiring and compensating salespeople will be overtaken by their competitors who recognize that:

* selling is a component function of a marketing

* profitable selling requires a support system consisting of every marketing mix component

* selling is no longer an isolated discipline where winning and losing a sale is solely salesperson-dependant

* selling today demands relationship development before prospects are prepared to buy

* sale-dependant commissions often do not adequately compensate salespeople for the time they invest in initiating, developing and maintaining prospect relationships and force many sales people to become mercenary and adversarial … counter intuitive to building relationships

* selling is a profession

* customers and prospects alike have little time for sales people … they need sales professionals prepared to be their allies, long-term.

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If you are a sales professional with a proven track record seeking employment, in other words marketing your services to the most qualified buyer:

* Do your research prior to an interview … determine if the company offering a career opportunity has a stable track record and is well-liked by their target audience.

* Be honest with the employer and yourself. If during the interview you discover that you do not have exactly what the employer needs to help her company be successful tell her and explain why. If you happen to know a more qualified candidate tell the employer. You may be able to help the employer by facilitating a meeting with the better candidate. Think about it … if you were presenting a product or a service to a prospect and realized the fit was not right, would you push to close the sale or help your prospect find a product or service with a better fit?

* Ask the employer to share her reasons for hiring. Are you replacing someone who left? Why did they leave? Is the employers business losing or gaining market share? What objectives and goals does the employer hope you’ll be able to help them achieve? Is the employer hoping to increase sales to impress an eventual buyer for her company? If you haven’t already guessed, you are as entitled to gauge the qualifications of the employer as they are entitled to determine your suitability. A reputable employer will welcome the exchange.

* If the compensation package is ‘commission only’ determine what the company’s existing sales team are able to earn. Ask about the territory you will be responsible for, its current health, potential, challenges, competition. In a stable, robust company ‘commission only’ can be very lucrative. If on the other hand a stable volume of existing, commissionable sales cannot be proven because the company is relatively new, for example, then other forms of compensation would have to be discussed.

Any new relationship has its inherent risks. Prior to entering that relationship you must be able to see that the other party is willing and able to share some of that risk.

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Overcoming the FEAR of Selling

Wednesday, May 12th, 2010

Overcoming the Fear of Selling … is the presentation I’ll be giving to a group of new business owners on June 10th as part of the YMCA-YWCA Self Employment Program. Fear of selling is a huge limiting factor for many people, absolutely critical if you own a new, small business. The good news … There is a solution.

If this topic fits the theme of your next business gathering … I would be pleased to speak to your audience. Overcoming the Fear of Selling is available as a keynote address, a seminar or through individual mentorship.

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Categories : Sales, Speaking

Overcome Objections & Vampires

Sunday, May 2nd, 2010

The phrase ‘overcoming objections’ out-clichés most other jargon in the misunderstood profession of selling.

‘Objections’ are, supposedly, the roadblocks … the counterpoint that prospects use as protection during their struggle not to become customers. In vampire lore garlic, holy water and the crucifix are equivalent to sales objections. Traditional salespeople have, down through history and to this very day, been cast as hunters and prospects their wary prey. Selling sand to Arabs and snow to Eskimos has long been the popular metaphor for recognizing talented, successful salespeople. Is it any wonder we often do our best to evade salespeople?

What are objections? Are they safeguard devices to fend of salespeople or are they really just the mental stepping-stones we all use to make decisions?

A prospect (an almost customer) objects for one of two basic reasons.

Reason #1. He lacks key logical facts to back up his emotional desire to buy. Objections in this case are the prospect’s way of asking the seller to furnish the logical facts he needs so he can comfortably sign on the dotted line.

Reason #2. She possesses all the logical facts she needs and is certain that a purchase is absolutely illogical. Objections in this case are the prospect’s way of postponing what she fears most … saying no to the salesperson. She’d much rather object or pretend to be interested and postpone a decision than say ”No.”

The seller’s first job is to differentiate between the two basic objection reasons. If it’s reason #1the seller must identify what logical facts the prospect needs and then determine if he can honestly deliver the necessary facts to close the sale. If it’s reason #2, the seller must convince the prospect that it is safe to say no and not pursue the sale any further.

Unfortunately, traditional salespeople rarely differentiate between the two reasons and treat every objection as a challenge to a battle of wits, serving to perpetuate the blood lust image of ’salespeople’. The mistake we as salespeople have made for too long is believing that objections are bad things … things to be overcome, when in fact they are valuable evidence that can quickly qualify or disqualify a potential sale. Quick, accurate qualification saves time, money, relationships and increases sales revenue and profit. Treating objections with patient respect would also go a long way to rebranding salespeople as allies instead of predators.

If you believe objections are to be overcome … guess again …. your closing rate will improve and you will earn the respect of your target audience, to say nothing of your self respect.

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Categories : Sales

REBRANDING the Salesman

Saturday, January 30th, 2010

The brand of the traditional salesperson has, is and continues to be an outright disappointment.

Currently, North America views salespeople (male or female) as: intrusive, persistent, biased, manipulative, not entirely truthful, invasive, unintellectual, self-centred, aggressive and potentially unscrupulous. Most salespeople do not deserve these labels, they do not deserve their bad press. Wait, allow me to correct that. Salespeople get no press at all, good or bad. One of North America’s key generators of commerce, these unsung heros of business move like phantoms from door to door ignored, used, lied to, stood up, tolerated, fired, postponed, rejected … their phone calls disregarded, voice mail and e-mail deleted, direct mail trashed as their sell-cycles grow longer by the day.

The cost of keeping salespeople in the field today is growing exponentially and, like global warming, is not expected to see a correction anytime soon. The salesperson brand is bankrupt. The only solution is, in a word, REBRAND. The dismal reputation salespeople bear has been largely of their own making. The encouraging flip side to this dilema is that salespeople have the power to correct the problem. Over the next several weeks I’ll address the principles that require adoption to rebrand the ‘salesman’ into the ‘sales professional’ the marketplace will respect, trust, value, welcome and whose visits are looked forward to.

REBRAND Principle #1:

Respect your time. As a sales professional, time is not a resource you can play fast and loose with. Time is a non-renewable resource. Therefore, when you arrive at a prospect’s or a client’s place of business for a scheduled meeting, announce your arrival and remain standing. Sitting is passive. Never allow your prospect or customer to walk into the reception area and see you sitting. Time is money. A respectful host should receive you within 5 minutes, maximum. Never, never wait longer than 15 minutes. When 15 minutes has passed politely tell the receptionist that you have a busy schedule and suggest that your host call you to reschedule the meeting. Leave your business card with her/him. If the host does not call to reschedule I guarantee you that he/she had no immediate need for you. Move on to the prospects and customers who do.

REBRAND Principle #2:

When you schedule a meeting always draft a meeting agenda. You and your prospect/client should be clear on what the meeting is about and what you both expect to accomplish. Confirm the date, the start time, the end time and the place. Invite your prospect/client to reschedule the meeting if she is faced with a conflict and ask that any reschedule notice be communicated to you no less than 48 hours before the appointed time. Be polite, gracious and above all, professional. E-mail the agenda to your prospect and request receipt confirmation.

REBRAND Principle #3:

Whenever possible schedule meetings with prospects at your place of business. Here’s why. It does not matter that the prospect has invited you to her office to meet. It does not matter that she has graciously welcomed you upon your arrival. In her mind you are a salesperson and therefore an intruder. She will hear everything you say to her through her defensive filter.

Do you you know how many distractions are competing for your host’s attention? Her desks is infected with distractions.Voices and other sounds outside her office door, images on her computer screen, announcements of incoming e-mail, telephones are a constant reminder to her how complex her life is and you are quickly becoming a liability.

Inviting prospects to your office for meetings is an exercise in qualification. She will not leave the comfort of her office and drive across town to meet you if she does not already have an interest in you and what you sell. In your office the dynamics are extraordinarily different. In your office you are not a threat to her. You are benign source of interest. In your place of business you can be the congenial host and as such you have the power to make her visit a vacation from the stresses of life. If you do not have a comfortable, hospitable, attractive, spacious meeting room … invest in one today. The return for that selling investment will out perform most others.

REBRAND Principle #4:

Shut UP !!!!! One of the hallmarks of the stereotypical salesperson is chatter. We all expect salespeople to yap and yap about their extraordinary products and services in order to convince us that what we don’t want we actually need. Today most salespeople still live up to their stereotype. Is it any wonder the marketplace goes to great lengths to ignore salespeople, to distance themselves from salespeople and to shut them out.

There are no secrets to closing a sale. Like most successes closing a sale is based on common sense.  Conduct interviews not sales calls. Ask your prospect questions that will provide you with the answers you need to determine if what you sell can really help the prospect, make the prospect’s life easier, make her more successful. Truly take an interest then, SHUT UP …… and listen.

… More REBRAND Principles to come

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Saleman vs Ally/Trusted Advisor

Friday, January 15th, 2010

Bob, a 50+ salesperson at a Nissan dealership assured me several times within the span of our 2-hour negotiation for a Nissan Versa, that he’d get paid whether I bought a car or not. I guess  he wanted me to know that ‘commission’ was not his motivation for closing a sale. As often happens in auto sales, Bob quoted me a price he assured me was firm then scurried off to clear it with a superior only to come back with a monthly lease price $10 higher refusing to honour the original ’firm’ price. Bob knew better but couldn’t help himself. I guess he thought I’d cave. He turned from an advisor and an ally into a traditional adversarial salesman. No doubt this style of selling is encouraged by his  unenlightened employer. I walked out. He lost the sale.

Bob made some serious errors in judgement, but what’s worse is that his superiors believe that’s the way to sell.

Fast-forward a few days later to my visit to a Toyota dealership where I met Peter.

Peter, a 30+ salesperson for Toyota,  listened to my needs, respectfully guided me back to reality when my request for options exceeded my stated budget, quoted me a price, honoured it and within 37 minutes had sold me a 2010 Matrix. Peter never, at any time, became a salesman. He was my advisor and I trusted him. Want to know where to find Peter? McPhillips Toyota 2425 McPhillips Street. Winnipeg, MB.

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Categories : Sales

You’re FIRED!

Sunday, January 10th, 2010

If the salesperson I’ve hired is not generating sales, not meeting quota, not living up to my projections the fault is mine.

  1. I didn’t do my homework and as a result hired someone unqualified for the job.
  2. I refused so see that my products or services were no longer competitive.
  3. I believed salepeople should either sink or swim. If they can’t convince my target audience that they need what my company is selling they’re inept.
  4. I believed that hiring salespeople absolved me from investing in any other forms of marketing to support them.
  5. I had absolutely no respect for salespeople and fired their sorry souls the moment they disappointed me because, afterall, they’re just salespeople.
  6. I had no idea what an impact my hiring and firing talents had on a salesperson’s self respect, his family, or her professional reputation.
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Categories : Sales

Don’t Just Differentiate … Make a Difference

Wednesday, December 30th, 2009

Marketing firms will tell their customers how important it is to differentiate themselves from their competitors. That’s what we tell our customers. We also tell our customers that to truly stand apart from their competitors … to truly be seen by their target markets today differentiation is not enough. They need to make a difference.

This Christmas Kildonan Place, one of Winnipeg’s many major malls, made a difference. Like its competitors Kildonan Place featured photo sittings with Santa Claus. Unlike its competitors however Kildonan Place invited Winnipeg shoppers to have their pictures taken with Santa … FREE.

For decades shoppers had happily perched their tortured toddlers on Santa’s knee to have their annual portraits captured for posterity and, as happily, opened their wallets. Paying for Santa pictures had been as much a part of Christmas tradition as Santa himself. Then suddenly, without warning Kildonan Place did the unthinkable. It made a difference and our maneuvered its competitors.

What does ‘making a difference’ mean in your industry? What have customers in your industry blindly accepted? What is the first thing buyers would change about the way your industry does business? What sacred cows has your company/market/industry blindly paid homage to? What altruistic discipline could your company embrace that would alter the face of business as your industry knows it?

Be warned. Making a difference is not for the risk averse, it can be frightening. It’s what separates profit from loss, and it’s what separates leaders from followers. Anyone can differentiate. Few make a difference.

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Categories : Marketing, Sales

Selling without Rejection … is called SUPPORT

Tuesday, December 29th, 2009

Savvy business owners/managers know that REJECTION should not be accepted as a normal component of selling. The problem is most do not know how to stem the rejection tide and, held hostage by its power, watch helplessly as their sales people suffer more rejection today than at any other time in recent memory. Why? David Sandler, founder of Sandler Training, summed it up this way (and I paraphrase) … Sales people are rejected because they’re not respected.

Sandler could not have been more right. Decades of traditional, adversarial selling, where employers have encouraged their sales people to walk into offices uninvited, to use every trick in the book to close sales and given their salespeople poor, if any, sales support has finally backfired. Today’s sophisticated buyers are fed up with traditional selling tactics. In today’s time-starved markets buyers have little time, patience or respect for traditional salesmen regardless of their gender. Today’s buyers need trusted advisors, partners, allies not more me-centred salespeople. The antidote for a virus I call adversarial selling, the cure that can quell rejection and turn salespeople into buyer-allies, sits captive within the walls of corporate North America. The antidote is called Sales Support.

Sales Support embraces a long overdue concept that brings salespeople, prospects and buyers together as Powerful Allies. Sales Support is a decompression process that carefully guides salespeople out of the dark ages of adversarial selling by combining ally-training and a support system called a marketing mix. A marketing mix is an amalgam of carefully dispensed marketing components that may include, but are not limited by: advertising, promotion, networking, social media, public relations, collaborative selling, prospect qualification skills and corporate management that truly puts the needs and wants of their prospects and customers first. Collaborative selling replaces traditional selling and requires extensive management and staff training … and demands commitment to the regular sales staff debriefing and maintenance of their moral support.

Sales Support should be among the criteria necessary to be granted ISO certification.

Teach salespeople to become Powerful Allies … back them up with sound Sales Support … work these two concepts hard and your salespeople will not only gain the respect they need and mitigate rejection. They will produce the sales your company needs in a far shorter period of time.

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Categories : Collaboration, Sales

Rejection … the renaissance is now

Monday, September 21st, 2009

Sales people are told at the onset of their careers to expect REJECTION. It’s just part of selling. Wrong!

There is no profession on earth that would tolerate the level of rejection ‘selling’ experiences without seriously examining its methods, motives, investments … without uncovering the critical defect and correcting it. It would be like NASA discovering an oxygen leak on Discovery and launching anyway. North American sellers could be accused of doing just that, for over half a century, were it not for one undeniable fact. Most sellers are not remotely aware they have a leak.

The leaks … the defects, are self-service and poor or no qualification skills. Since time began the quest for THE SALE, THE CLOSE, and MEETING QUOTA has been all-encompassing. At the furthest end of the selling axis the motivation has been greed, at the other end … ignorance. Almost a year ago to the day an exasperated business woman said this about selling. “In business I need a partner, an ally … I don’t need another salesman.” In that quote lies the road to redemption for salespeople and, as importantly, for those who employ them. But what needs to change?

Post secondary education for one. In a world that employs tens of thousands of sales people not one of these sales people has a degree in ‘selling’. There are no degrees in ‘selling’. There is no curriculum, no exam, no standard. There are no rules.

Industry needs to change, too. From banks to brothels salespeople are pushed out on to the streets and ordered to meet quota, or else !!!. What the presidents and madams have failed to realize is that, as surely as we no longer need to put film in cameras to take pictures, our salespeople no longer need to be mercenaries to sell our products and services. In fact the selling profession pushes more business away than it attracts. The reason is that North Americans are fed up with being sold to. We are fed up with the traditional salesperson.

For those of you sensing a huge opportunity here, you are absolutely on the right track. However, there is one more thing we all need to understand and do before deploying our new and improved salespeople into the field to put our competitors out of business. It’s called ‘support’. Contact us!

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Categories : Rejection, Sales