Sales Salve

Star Trek Sales Training Academy: A Crew of Winners (Part I of IV)

From a leadership standpoint, it is impossible to imagine the captain of a Starfleet Vessel doing every job on the ship all at once.  The ultimate well run organization is made up of smart, capable people who coordinate and execute their duties flawlessly.  To be an effective sales leader, many of the same principles apply.  Sales leaders gain control as they expertly navigate through the galaxy of sales prospects, plotting their course using perfectly placed sales stars as their guide.

Part one of this discussion focuses on learning as many different roles as possible.

I think we all can agree that laser-like focus on our mission is critical.  However, to give the focus context and relevance, here are some ideas.

Know what everyone else does, and if necessary be prepared to step in and do it yourself.  How can someone be considered a leader when they have little idea what the people around them actually do and why?  I have long thought that the most effective way to gain the respect of peers, subordinates and colleagues is to learn as much as possible about the work everyone else does.  

Think about new executives that your company hires.  Have you ever thought, "wouldn't it be great if this new executive walked a mile in my shoes?"

Yes, it would be great.  It is never too late for a sales leader to dig in and commit to understanding, from the inside out, all of the relevant roles.  Learn how the operation department works, how customer service works and so on. 

Knowing what the people around you do accomplishes many things.  You will gain credibility, enhance your subject matter expertise, gain unique insight and ultimately become a better sales leader.

It also gives you the ability to step in if absolutely necessary. 

We would love to hear your thoughts on this topic.

American Idol Sales Skills Training: Preparing for the Performance

All of the preparation, all of the practice and all of the butterflies are for one reason, The Big Show - the moment of the performance when the spotlight, the pressure, and all eyes are on you, the performer.

This moment can be anything from an aria or monologue to a sales presentation or a cold call.  It is the moment when you are the star, the difference maker. When the spotlight is on you and you have to perform, will you crack at the high note and get booed off the stage or will you totally nail it, bringing the crowd to their feet? The difference is in how you prepare for the performance, and there are certain steps a performer can take in order to make sure that they are the talk of the town.

Stretch your Personal Boundaries 

Practice hitting notes that are higher than the ones you'll need to hit in your performance.  This can help you avoid "ut-oh" moments like the one Carl Lewis had in this video.  Then when you have to go for the high note, psychologically, you know it is not your limit and you can deliver beautifully.  In sales training, it is much the same, every sales professional should over-prepare for every sales situation.  In a selling situation, if you are prepared with more information than you will need, you will have the confidence and it will be evident in your selling style. Gaining command of industry trends, competitor capabilities and intimate knowledge of both your product and your prospect's company and needs will bring you the credibility you need.  The ability to quickly and naturally draw from this information and communicate it is a difference-maker.  Not having any reserve in the tank can be a showstopper.

Repetition is the Mother of Learning

The second tip for hitting the high note in a sales performance, is to give your performance so many times, that it gets committed to muscle memory. Mastering the compulsory information enables you to add your own "voice" to the performance. By knowing your performance cold, you can focus your attention on listening to the prospect.  There is nothing worse than a sales person who cannot listen to his prospect because he is too busy thinking about the next thing he will say. By knowing your presentation cold you are better able to connect with your audience, after all it is your audience who decides if your performance was a success. 

Every Time is the First Time

I have always been amazed at Broadway performers who give the same performance night after night and still keep the performance fresh and new. Psychologically, to accomplish this, it is necessary to remind yourself that someone is hearing you for the first time.  In sales, for every cold call, every sales presentation, every follow-up, there is the distinct possibility that someone will be getting their first exposure to your company, your product and you.  Set your mind and commit to giving your best performance every time.

Have an Understudy, the Show Must Go On

In most cases, a show is the sum of many parts; each role adds up to the total picture.  In order to make sure the show goes on, top performers always have an understudy.  In case you can't go on, make sure someone else can step in for you.  Interdependence and collaboration in a sales performance will foster a measure of accountability as well as a spirit of teamwork. It is difficult enough to get people to buy a ticket, it is crucial to make sure the show happens - no rain dates!

Dress Rehearsal

Nothing can reveal the weaknesses of a performance as quickly as a dry run. After all of the practice, coaching, and staging, comes the all-important dress rehearsal.  It is here you will see if it all makes sense, if it keeps to the allotted time and if it yields the right kind of energy.  This will be the time for last minute adjustments that will put the polish on a performance. 

In a selling situation, this dry run is equally important.  By running through the process in a role-playing atmosphere, final nuances and inflections can be added.  This will set your sales presentation apart and make your company the hottest ticket in town.

Relax and Enjoy

Now that everything is in place, its time to relax and enjoy the moment.  The time that your life intersects with others in this way is precious and sacred.

Life is short, and the time that we spend in the limelight will soon be just memories.  When we are retired, all we have is our thoughts to remind us what we have accomplished.  When we are alone with these thoughts, what will we think?  Hopefully it will be that we had prepared meticulously and gave our very best every time and that effort made a difference in some way.

American Idol Sales Skills Training: Record a Video of yourself

 

When I see the stand-out singers on American Idol, I know that they did not get that good by accident; it was through persistent practice, determination and being in a continual state of learning. 

I discovered that I had a gift for singing Opera fairly late in life.  I was in my early twenties, and most of the people who sang opera had already been singing for several years so I sought out lessons with a well-respected voice teacher. It quickly became clear that I needed to either accelerate my learning or be relegated to singing back up at the Macaroni Grill (a place I love by the way).The first few lessons I took were pretty much wasted because I had to go over the same information repeatedly.  These lessons were expensive and since I had no benefactor, I needed to make the most of these lessons. Then one day it hit me, I would record every lesson, take the recording home and master the lesson from the week before.  So instead of watching Star Trek, I would methodically break down each note, each technique, each concept, then be absolutely fired up about showing my teacher the progress I made from the previous session.

Like any other skill, singing is all about discipline and practice.  Realizing natural ability only accounts for a small piece of the puzzle.  Malcolm Gladwell's book Outliers documents this truth in great detail.

Hence, the parallel drawn to Selling Skills.  Top sales leaders are not only the ones who are disciplined to do things repeatedly, they do them RIGHT repeatedly.  But the ability to cold-call effectively, give masterful sales presentations and ask open ended questions to quickly qualify prospects is not something that happens without a disciplined well-planned approach.

Here are some ideas on how to become the next big thing in your sales organization.

Record yourself on Video.

Though it can be difficult to see and hear a recording of yourself, it a necessity in the sales development process.  Record yourself doing such daily sales activies as cold-calling and making follow-up calls.  Also record yourself role playing in various selling situations including giving a formal presentation. 

Take a hard look at the Facts.

With the evidence on film, you now have what you need to see and hear what your customers and colleagues are seeing and hearing. Look for things like repeated words that have no value (uh, um ahh, etc.).  Listen to make sure you are stating your purpose briefly and effectively.  Ask yourself, if I were talking to me, would I want to buy?  This is the time to be highly self-critical, realizing that every mistake you identify and correct with translate directly into dollars. 

Correcting the behavior.

It is fun for me to go back and listen to early recordings of old voice lessons. It is a reminder that no matter how hard the process, if tenacious persistence is employed, the results can be astounding.  By diagnosing and correcting the wrong behaviors, sales techniques can be honed and used as a powerful instrument for selling success. Also it is very important to remain positive about the process. Motivation is King. Keep in mind one main point of differentiation between stand out performers and average performers; it is the willingness to do what the others are not willing to do. And then do it repeatedly.

Please share your input on this topic.

If you would like a glimpse ahead, next week I will give the second installment of American Idol Sales Skills Training.  It will be about planning for the performance. 

Until then, dust off that camcorder and polish up your skills.

Star Trek Sales Training Academy: Setting the Table for a Sales Presentation

Every Star Trek Episode opens with the same type of introduction:

"Captain's Log, star date 2010, we are on a mission to find the elusive, highly profitable selling system. We are accompanied by sagging sales and a dejected crew. Our mission is to refresh our sales team by seeking out new sources of revenue and new communities of users..."

Well, maybe it isn't an exact quote, but you get the idea.

Our second installment of the truly "universal" sales training school is all about getting the party started right.  I have seen far too many sales people jump into a sales presentation without making the audience aware of when and why this meeting is happening. This selling technique will not cut it.

Sales Presentation Tips from Star Trek

For the benefit of the audience, the captain on Star Trek makes a journal entry at the beginning of every episode. This ensures that the audience is brought up-to-speed and that everyone - from the Star Trek newbie to the dyed-in-the-wool Trekkie - is on the same page.

Inspired by Star Trek, below are three key elements to set the table for your meeting or sales presentation:

1. State where you have been.

Make sure your audience knows what you have done to earn the right to be here, and how you have come to this point. Briefly explain the chain of events that necessitated the meeting or sales presentation.

2. Acknowledge players that are new to the audience.

If there are players in the room, or on the call, that the other players have not met, make sure they are introduced properly. Define their roles and the value they will be adding. If they do not add value...beam them elsewhere.

3. State your mission (i.e. sales objectives).

If you aim your phaser at nothing, you are sure to hit it.  The same is true for a sales meeting or presentation. Explain your objectives and best possible outcomes to your audience.  

Sales Advantage of Setting the Table

This selling technique should be used at the onset of every sales meeting, as it establishes your leadership role in the sales process. Remember, there are far too many nameless non-descript crew members. The sales industry needs more main-character types who are not afraid to assert their leadership.

After all, we know what happened to the nameless ensign who accompanied the landing party to the planet's surface...

By David Tyner 

Photo Credit: Vjent, Creative Commons

Star Trek Sales Training Academy: Winning the Sale

I have to admit that I am a bit of a trekkie, and I’ve found that many sales lessons can be learned from the 1966 television series and subsequent feature films — one of which is adopting a winning attitude when faced with challenges.

The Kobayashi Maru Test

The Kobayashi Maru is a test designed to ensure a Starfleet cadet is destined to fail.  The goal is to assess the character of the Star fleet candidate to see how he reacts in a no-win scenario.  

However, in Star Trek, Captain Kirk does not believe in the no-win scenario. Instead, he finds a way to win in an impossible situation.

Captain Kirk’s Sales Lesson

Captain Kirk’s winning attitude is a lesson for all sales professionals. When a prospect closes a door, look for a window. If there is truly a value proposition for a potential client, the word “NO” just means, “I didn’t see the value the way you offered it.”  

When this happens, switch gears. Change the message, the approach or possibly the receiver of the information. In the best-case scenario, you pull a Colombo on the way out, and ask that one last question that pulls it all together. In the worst-case scenario, you forge a relationship with the client.

Winning Sales Techniques

Next time you’re faced with a hopeless situation, don’t give up. Instead, consider the following sales techniques:

• Don’t walk away empty handed, ask for some small piece of business to prove your company and you. Gain the proverbial “foot in the door.”
• Employ a new line of questioning for another product line, which you had originally thought wasn’t a fit.
• Solicit advice to steer you in the right direction.
• Find out why the offer did not spark their interest, and then make another run at them when you can overcome their objections. Tom Hopkins calls it a “Post Mortem.”
• Find a different person in the company to approach.
• Identify something else your company can offer, besides just your core product. For example, talk to their sales manager, and find them a lead from your friendly book of business. Nothing captivates an executive like a referral that turns into revenue.
• Request a referral to a company that needs your service.

Please share any sales tips you have on conquering the no-win scenario in the comments section.

By David Tyner 

Photo Credit: Duane Storey

Old World Skills, New World Sales Tools

A Lesson in Sales from a True Craftsman

My father-in-law is a true craftsman. When he goes to do a job — and the guy can do anything — he brings buckets, bags and boxes full of tools.

When he sees my 25-in-1 multi-tool, he just smiles and says, “It is better to use one tool that was born from need than a generic cover-all tool designed for many different applications.”  

It takes more planning and patience to load up the tools ahead of time and more time to develop the skill to use them, but when you use the right tools correctly, there is less damage, more job completion and less frustration. The wrong tool may lead to quitting (which is in evidence all over my house where you can find dozens of started, but not finished, projects!)

Employ Specialized Sales Tools

Sales is much the same; every sales professional needs to carry out either the entire sales process or some piece of the sales process. The best scenario features a skilled sales professional with access to, and experience, with the proper selling tools. The more specialized the tool, the more effective it is at accomplishing the job for which it was designed.

The classic sales professional used a pay phone, a map and a day-timer; it required true skill to make this work. Modern sales productivity tools can empower us with more selling time that is focused on building genuine relationships with customers and prospects.

Early on as a sales manager, I was often running behind and frustrated when trying to follow printed directions to a customer location. What a revelation GPS has been to the road-warrior sales pro! Now, I arrive relaxed, focused, and on time, just by adding the right tool to my bucket.  

Similarly, there was also the hassle of synchronizing schedules, contacts, and email. Behold! The BlackBerry arrived, and out of the darkness, I came — just by selecting and using the right tool.

What Sales Tools do you Use?

Selling tools are potent in the hands of the right people. Make no mistake; there is no substitute for a serious approach to the craft of selling.  However, finding the right combination of skills and tools can be the recipe for making rain.

What sales tools can you recommend and for what specific sales purpose?

Note: We keep an eye on fillthefunnel.com and smartsellingtools.com. These sites are great for staying on top of some powerful tool options.

By David Tyner

New Sales Technology: A Cure for the Blues

A little hint about getting your reps to adopt new sales software.

Sales Technology Growing Pains

I was recently speaking to a group of folks who are responsible for the sales training for a global Fortune 100 company. I was selling a dynamic new sales productivity product, and they were singing the new technology blues.

During the course of our exchange I discovered that their main objection to purchasing a new technology is the fear that their sales people are not technically proficient enough to adopt it, even though it could exponentially increase sales productivity. Their sales teams routinely set the precedent for this belief. Sales people consistently falter when adapting to current technology and this places an incredible burden on an overworked training department.

News Flash

I have a secret to let you in on (and I hope sales professionals will forgive me for letting this cat out of the bag…). Here it is:

Your sales people are smart and incredibly proficient, and will adopt any technology that will make them money, so fast in fact it will make your head spin. Not only that but if there is really a chance it will help them make real money, given a little time they will start using the sales software in ways the designers never even dreamed of.

The real issue here is of motivation and leadership, and a quick word of advice, STOP adopting technology that duplicates effort, wastes time in meaningless data entry, or has a sales person doing a task someone else should be doing. When a process is crucial, simply let the sales professionals know why, and they will readily comply.

We all know that CRM systems are an absolute necessity, but please glean all necessary information from the CRM. Avoid asking sales people to duplicate information so that some other part of your organization can have it easier. Hello, this is the reason sales people are slow adopters! If they pretend they don’t know how to use the sales tool, they can wait for you to come to train them. It buys them a little time to not have to be bothered with it.

Sales Strategy Tip

Instead of wrestling with your sales force to get them to conform, look again at the sales systems you are using, cut duplication and redundancies, consolidate, and if something isn’t an effective tool, toss it out!

If it is an absolute necessity, sell it to your sales folks as a tool to help them make money, and they will adopt faster than Brad and Angie.

If you cannot figure out what tools are sales busters and what tools are winners, just ask your sales managers and senior level reps and you find out quickly. For an overview of more than 70 sales tools, click here to download a free copy of Smart Selling Tools’ eBook, “Increasing Productivity.”

Lastly, when it comes to purchasing new sales software, let your top performers try it awhile. It should be like handing a race car driver a Ferrari, of course they couldn’t figure out how to get the yugo started.

By David Tyner

Selling Technique: Nobody Buys Confused

Not too long ago I saw a blog that was asking what is you favorite sales maxim or adage. Well here is mine, and it is one of the Golden Rules of Sales:

NOBODY BUYS CONFUSED

The minute you confuse your prospect, you lose them and most likely the sale. Below are some helpful selling techniques to ensure you are keeping things simple:

1. Never speak in your company's vernacular. 

Every company has internal lingo that they develop to speed communications; abbreviated phrases and acronyms to really simplify day-to-day exchanges.  This vernacular, however, can easily confuse and alienate your prospect.  Nonetheless, I cannot tell you how many times I have heard these phrases used in sales discussions. If you hear someone else doing it, kindly stop them and use it as a teachable moment. (Never in front of the customer) 

2. Avoid the temptation to try to explain everything about your product.

Before a meeting or phone call, carefully consider who you are speaking to and prioritize the relevant points, tailoring your approach around the pain you can remedy for that particular person/company. 

Concentrate on what each person does and how your product can make him or her a hero. If you cannot think of specific ways to make a person shine in his or her job, do more research until you find that winning formula.

3. Practice explaining your product to people who know nothing about your industry.

Look for glazed-over looks and signs of disengagement. Refine your pitch until you can simply and succinctly describe your product. Then find a way to tell your story in fewer words, once you have done that.............. say it in fewer still.

4. Ask pointed, premeditated questions. 

Many times, listening to a customer will lead you to the sale; observe their objections and concerns. This tactic will teach you to speak in their language rather than try to get them to translate yours. After the sales call make notes about what insight you gained into your prospect's needs and buying behaviors through your active listening. Prepare as much for the questions you will ask as for the stories you will tell.

5. Put yourself into their shoes.

The true sales professional is constantly listening to his own pitch, vicariously through the ears of his prospects.

6. Strive to proveevery selling point.

Be prepared to offer empirical proof of the value of your product. Example - I may not know how a hybrid works but I know what this means: my current car gets 20 mpg, this hybrid gets 40mpg, this car will cut my gas bill in half. No need to get too technical here-when you offer tangible evidence of your product's efficacy, prospect's can easily understand the value.

How do you clarify the sales pitch?

Please comment on anything you can offer to help others clarify their sales pitch; to help keep it simple!

By David Tyner 

A Christmas Gift for Your Sales Pros and Managers Alike

One way you can say "I care" to your sales people, this holiday season is to do a full analysis of your sales process and find the things that need to be fixed:

Should Old Time Wasters Be Forgotten and Never Brought to Mind?

As the year begins, take the time to review your entire account on-boarding process. 

Ask yourself:

• How much revenue is stuck in a maybe stage?

Or Worse Yet

• How much is stuck in a committed stage-but not producing revenue?

To resolve these issues, consider seeking out a six-sigma process consultant*, someone who does not care about your feelings but does care about the health of your business. It is easy to fall into time-wasting ruts, and your account implementation procedure is a great place to find and recover time loss. Make it your New Year's resolution to start 2010 dissecting your implementation process and cutting inefficiencies in half.

A Twice-Checked List

Lists and online databases can greatly lighten the prospecting load for your sales pros. A great list or database** builds sales momentum and enables your sales force to stuff your pipeline like a stocking full of toys-now and all year long.

Ask your sales force to commit to touching every contact with a live visit or an online presentation, and then teach them geographical optimization.

Rest Ye Merry Gentlemen

As this year draws to a close, make sure your hard working reps take a little time. Time to clean out old files, time to recycle outdated piles of papers, and time to lay out goals for the New Year. 

Listen to what they need to stay motivated and provide it if you can.

All I Want for Christmas is YOU

While it is important to regularly show your appreciation for your sales team, sometimes you need a strategy to re-energize an under-performing member.

Try this tactic:

Get your underperformer's resume out, sit them down across from you and as you slide their resume in from of them, remind them that they were hand picked to do their job. Ask them to apply the same tenacity to selling your product or service as they did when they sold their way into their job. 

Sometimes, even the most talented people can succumb to the pressures & rejection, the browbeating & rigors of daily selling activity. Time to get them back to being who theyreally are. Reinvigorating a sales pro's self-image is a great gift to the individual and the organization.

What else can you do to rejuvenate your team as you head into the New Year?

By David Tyner 

 

* For Six Sigma Help, we like Erika Choi at Choice Solutions Management Consulting (http://www.choiceny.com/)

** For Online Lists and Database we have fallen in love with Inside View (http://www.insideview.com/)

How to Qualify Top Prospects