Sales Salve

Sales Is A Numbers Game - But No One Wants To Be A Number

To a large extent, sales is a numbers game.  Few sales professionals would argue that point.  You have to throw a lot of tomatoes against the wall to get some to stick.

These days, however, despite pouring on the numbers, many sales people are still struggling for sales.  Often times a sales manager will ask a sales person to show greater numbers.  It seems logical enough - by increasing the sheer volume of cold-calls, sales presentations, and proposals, they hope to better the odds of finding, qualifying and closing more deals.  It is a serious event when a sales person makes the all-important phone call.  The problem is that many times, under the pressure of it all and due to a bit of laziness, sales people forget what is on the other side.  On the other side, is a person first, and a potential revenue number or opportunity second.

Prospects know that they are a number; they can feel it.  Some even hire gatekeepers (a person too) in an attempt to keep the onslaught of sales forces at bay.  If a prospect feels like they are just a random number in your call cycle, I guarantee that, short of you selling life rafts as their place is flooding, you will be rejected.

Buyers who know they are a number get turned and ticked off!  The implication is that more sales people experience more rejection.  Consequently, more people don’t get the help they need from sales people who have real solutions to real problems.  So how do we, as sales professionals, overcome this?

1.    Realize that you are in sales, not marketing.  

Marketers say, ”It slices, it dices, it chops, it grates!”  A sales professional would say, “What are you doing today?  Are you slicing or dicing?  Slicing?  That is interesting, how are you slicing?  How do your competitors slice?  How do your customers perceive your slicing?  Do you have any problems effectively slicing for your customers?  Do you see yourself chopping in the future or are you looking into any other cutting markets?”                

You Get the idea:
Marketing is about getting the masses of prospects to take a look at you; sales is about you, taking a massive look at your prospect.

2.    Prove that they were not a one-call stand.

Sometimes sales people treat buyers like a lottery ticket – we hold out hope for immediate gratification but as soon as it is determined to be a loser, the ticket is summarily discarded and then off to the gas station to buy a new ticket for the next drawing.  Like so many ill-fated quick picks, they’ll then sit somewhere on a list or scratch pad never to be checked again.

Prove to your prospects that they are not a number and that you are not a taker.  The best way to prove this is to be there.  Prove that you are there to partner with them and not just there to cash in and move on.  This approach requires multiple touches - not just a cold call.  A cold call is just a starting point.  Follow up with additional communications such as another call, a proactive online sales presentation or a letter or post card.  If your prospects are close by, frequent events where they will be and seek them out with some useful information to share.  The purpose of these activities should not be aimed at an immediate sale but to demonstrate that you are looking to make a career-long sales connection. 

3.    Learn the real numbers on which the game is based.

The number that should be the priority is the number of times you touch, visit or follow-up with a prospect.   We run into more and more sales people who are looking to blast off a sales message to a large email list.  This simply does NOT work.  The thought is, to put a message into an email and assume some people will read and possibly buy.  The communications you have with your prospects need to be customized and personalized.  Does this take extra time?  You bet it does but the sales elite understand that the extra mile is part of the path they take everyday.

The numbers game that should be played is the ten-touch rule.  Do everything possible to have ten interactions with a prospect.  The number may vary but, for the most part, I have seen ten as a great rule of thumb.

So you just made a cold call, ok that’s one.  What will you do next?

Four Sales Techniques to Build Credibility with a Prospect

I have always been a fast talker, not like a huckster or snake oil salesman, but more to do with rate of speed - like the guy at the end of a commercial that reads a list of disclaimers.  Needless to say that this has always worked against me when trying to build credibility and trust with new prospects and customers.  Like many sales people, I was taught some sales techniques for rapport building.  For example, when you begin a sales call, take a visual survey of the person’s office.  Attempt to find some common ground or points of interest like golf, the kids, the alma mater or favorite sports team.  This may have a place somewhere in the sales relationship but I don’t believe that its place is early on in the process.

The first encounters with a prospect are similar to that of an interview; it is a time to assess if there is potential for a mutually beneficial partnership.  Think of it as an interview where, simultaneously, the prospect interviews you and you interview the prospect.  If you want to have no chance of making a sale, go ahead and establish yourself as the master of small talk, wasting precious time that you may never get back.  Along these same lines, try not to crack jokes; no one wants to buy from the class clown.  If you have a good sense of humor, let it be a pleasant surprise later after you’ve established more credibility and respect.

The good news is that in B2B sales, there is often more time to build some history with a prospect.  A shift in thinking is necessary.  Sales people should think of prospects as potential life-long customers with whom they’re building a lasting professional bond, strong enough to survive changes in situation and even employment.  So with this is mind, leave the BS for your competition and try these sales techniques instead:

1.    Be Squared Away

One of my former mentors was an ex-Naval officer and whenever any of his employees would say, “I am sorry,” he would say, “don’t be sorry, just be squared away.”   Show up for the meeting on time, show up for the meeting prepared, with respect to your appearance as well as your pre-call prep.  Do not make excuses or jokes, and when you are asked a question, keep your answer concise and efficient.  If you don’t know the answer, say that don’t know and commit to finding out and following up with them.  Be sure to write it down (even if you know you’ll remember) and communicate back in a timely fashion once you’ve learned the answer.  Think about it - who do you want to help you with your problem, Mr. Magoo or Mr. Miyagi?

2.    Send a Pre-Call Questionnaire

I am seeing sales 2.0 lead/business information engines popping up all over the place, and there are some really good ones out there.  Without a doubt, it is helpful to have detailed research at your fingertips, but nothing can supplant the understanding you can gain first hand from your prospect, in their own language.  A great place to start is at the very beginning of the process.  Send a survey or questionnaire that asks the vital questions that will give you a head start in customizing a sales solution.  Some great free options to quickly and easily create on-line surveys is Google Docs and Zoomerang.

3.    Become a Team Member (or at least a fan)

Ask if you can schedule some time to observe or lend a hand in a certain department that relates to your product or service.  Observe and make note of the:
•    way things are currently being done
•    challenges they face
•    language that is used
•    team dynamics - see who is really in charge.

Look for inefficiencies and be prepared to make professional recommendations.  Start to look at the people you are about to do business with and see how, once your product or service is implemented, their situation will change.  Start to learn their prospects, customers and competition in order to find a way to make them more competitive in their marketplace.

4.  Prepare an Implementation or Rollout Plan

In your sales presentation, prepare and administer an implementation plan and schedule.  This can be the most effective means of proactive closing.  You will show that you know exactly what steps to follow, as well as alleviate any concerns your prospect may have that makes them feel uneasy about the difficulty of switching to, or purchasing, your product.  Furthermore, sometimes the prospect does see a fit, realizes the urgency, but has no idea what to do next.  A proactive implementation plan will serve as a guide for follow-up and help keep momentum going during the sales process and beyond.

Remember, you are not just winning the sale for today, you are building career-long business relationships.  Start the process by being squared away, then build on it by sharing powerful industry knowledge in the context of their unique challenges.  Once you’ve built the foundation of a solid business partner that provides value, you can then start to share your sense of humor and make other personal connections.  These can definitely enhance a relationship but it’s important that you establish from the beginning that these are not the basis of your relationship.

3 Sales Techniques for Better Follow-Up

Have you had a look at your CRM lately and seen all the dead wood?  How about that stack of stale business cards getting in the way of your mouse?  Why have these once hopeful opportunities died on the vine and how do we prevent this from happening again?  Here are some tips on effective sales follow-up that will help keep these hopefuls from becoming hopeless. 

1. Show that you've listened and observed

The sales qualification process is similar to a puzzle - each party gathers information, like puzzle pieces.  They try to fit the pieces together to form a complete picture, or at least a more complete picture.  Once all of the research is complete, you are ready to propose your solution.  To stand out from the crowd, try adding a section to your follow-up proposal called "other suggestions."  In this section, outline other issues or problems that you've observed through careful study of their business practices, along with your suggestions for improvement.  Most importantly, be willing to roll up your sleeves to help implement these suggestions in order to demonstrate what you are really made of.

2. Always present, and propose, an opportunity

When presenting a solution to a prospect or customer, make sure it is in the form of an opportunity.  Nobody wants to be the person who let a golden opportunity slip through his or her fingers.  Salespeople must master the art of painting a picture for a buyer of exactly what life will be like after their product or service is adopted.  Presenting an opportunity, instead of a feature or price driven solution, will motivate the buyer and seller alike.  If you are not able to phrase your offer as an opportunity, then go back to the drawing board until you can.

3. Follow up quickly and completely.

Unlike you and fine wine, follow-ups don't get better with age.  It is absolutely critical that you demonstrate to your prospect that you're on your game. 

Struggling to gain momentum in the sales process?  Quick and thorough follow-up helps you to maintain the momentum in the sales process and sets the tone for subsequent sales communications.

Components of an ideal sales follow-up include:

• a brief summary of the current situation
• confirmation of completed items
• a gentle reminder of customer requirements
• clearly defined next steps
• all of the necessary materials (documentation, forms, links, etc.) for your prospect to complete their next steps

Please share with us any other follow-up components that have worked well for you.

9 Ways to Avoid Getting Made Fun Of as a Sales Manager

Did you ever wonder how some executives get into the position that they are in?

Judging by their lack of interpersonal skills, arrogant attitude and weak sales game, they must have some damning pictures of the boss in Vegas.  Does this sound familiar?

Actually, many of you reading this may have thought this very thought, what is even more alarming is that some of you reading this could be the very subject of this blog, but have no clue.  We used to call my second sales manager Colonel Mustard - he thought it was due to his mustache but it was because he didn't have a clue.  The sales manager that is arrogant and basically worthless on a sales call, might be you and you don't know it.  For me, as a sales manager, the respect of my team is just as important as the good graces of those to whom I report.

Here are some ideas to help you not be the dorky sales manager everyone makes fun of.

1.    Make Sure You Can Fog a Mirror.

When you are on a sales call, you bring strength and experience.  You should bring energy and understanding.   You should bring the communication of a vision for the business relationship you are proposing.  Most of all you should know what you can commit to and be a master negotiator.  Bring value to a sales call or sales presentation in the form of energy and knowledge. Do not sit like a bump on a log. Conversely,

2.    Do Not Dominate the Sales Call.

When on a sales call, do not miss the opportunity to develop your team.  You must realize that when you are riding along with a rep on a sales call, that there are two basic starting points.  One is your top performers are going to be prepared to show you how well they are doing and be looking to gain your respect and trust by knocking it out of the park.  The second situation is when a rep is ill prepared, and runs the sales presentation haphazardly.  Yes, you are there to bring value, but the greatest value is the development of your sales people.  Recognizing the well prepared and coaching the ill prepared are more important than flashing your fancy sales techniques. Then,

3.    Make Sure You Are Prepared.

Ask for the agenda ahead of time, take a look into your CRM to check the activity on the account, potential revenue, level of contact you are meeting. Look at the company website, and competition, think of similar companies you may have dealt with previously.  Leverage technology like Inside View or Gist to learn more about your prospects.  Think ahead of time about which elegant negotiables you are be prepared to offer to advance the deal.  After a meeting,

4.    Make Sure You Send a Follow-Up.

All sales managers should set the tone for pinpoint, heartfelt follow-up.  Use whatever means necessary; I'm partial to a personalized online sales communication, but no matter what you use, make sure you are delivering on your promises.  And for heaven's sake, if you make a promise, live up to it. If you do not, I promise you...you thought of as a jerk. Try hard to

5.    Never Disrespect or Belittle Your Reps,

no matter how they act, no matter how they stumble and whatever they say... do not disrespect or talk down to anyone - especially someone you manage and especially in front of a customer.  We have all seen this type of behavior, and can remember who committed this terrible act and when and where.  No one wants to do business with people like that. It's also good to

6.    Know What the Heck You're Talking About.

Just because you are the manager please do not regard your title as an excuse to get soft on sales skills.  As a leader, you should set the example of product mastery and artful negotiation.  Since you're reading this post, chances are you're among the leaders who seek opportunities sharpen your skills.  For the busy professionals, be sure to check out SalesAce where you can see excerpts from the best of many of the top sales blogs.

7.    Never Hide or Point Fingers

when things do not go as planned.  When things are going badly, do not shrink back and point fingers, instead stand up and take responsibility, then take corrective action to make sure there is not a repeat.  In Good to Great, Jim Collins describes this trait as the ‘mirror and the window'.  He explains that when true leaders have problems, they look in the mirror and take personal responsibility while the weaker ones look out the window and blame the problems on other people.

8.    Learn to Delegate;

get everyone involved in sales management.  Many managers think they exist to remove extraneous burdens from the sales team.  However, this often becomes an excuse for not digging into more important, uncomfortable matters. Delegate what you can and spread these activities evenly through the team.  This will help to develop your future leaders and free you to spot the "kick me" sign before someone hangs it on your back.  Now, the best for last,

9.    Give Your Team Credit When Credit is Due.

If you make sure your team shines, they will make sure you shine.  When someone has a great idea and executes on it, give them all of the credit and recognize them for it.  Never, never, pass someone else's idea off as your own.  The best of the best, are focused on simply getting things done.

Please share your Colonel Mustard stories with us.

4 Ways to Avoid the “Just Friends” Speech in Sales

As the recipient of my fair share of "just friends" speeches, I can tell you for a fact that they stink.  Similar to the hope of finding love in a relationship, is the expectation that a hiring manager has for a new sales representative.  With hopeful expectation, a manager asks you to begin a relationship with their product by applying the same passion you showed for getting the job in the first place to your daily selling activities.

Last night I received a call from a good friend of mine, who has always been a top sales performer.  Recently, he switched companies to sell a new product at a much higher rate of pay and more generous commission structure.

I'm getting appointments, he said, but I haven't had any luck closing anything so far.  I asked him "so tell me about this new product that you are selling."  He went on to tell me about the product and all of the benefits that his new company claims to provide.  However, I did not hear the same passion in his voice that I used to hear when he was representing the previous company.  So after listening to a features, advantages, and benefits monologue, I took a minute to ponder the spirit in which it was given.

And then I asked him some questions (and I recommend you ask them to yourself, I certainly have):

Do you like your product?

Do you believe in your product?

Do you love your product?

I will spare you all the details of his answers, but the salient point that came from this conversation, is that he kind of likes the new product, but doesn't really believe in it yet and he certainly does not love the product.

In today's economic climate, people who make decisions to purchase products need to have more than just information.  Buyers need to feel good that they are making the right decision to benefit their organization.  I won't even discuss the problem of not even liking your own product, because if you are in that position it is time to look for something else to sell.  But if you do like your product, it's time to take it to the next level.  Time to become someone that believes in, even loves, the product.  Believing in, and loving, your product will cause you more sales success, because your belief and passion are highly transferrable.  People may not remember your entire sales presentation, but they will remember the passion, or lack thereof.

Here are some ideas on how to stop being "just friends" with your product:

1. Become a student of your product

Pretend that you are a customer, and learn everything about your product from a customer point of view.  Learn how to use the product.  Call up your support team to experience your company's customer support, everything from signing up to paying an invoice.  Even try to reach yourself as a representative, see if you are delighted or frustrated.  Now, go embrace your company's sales training. But approach it as someone who's looking to become an expert, not just someone who is conversant.  Once you learn your product from the customer's perspective, and from the provider's perspective, you are now ready to take the next step.

2. Become a student of your competition

In a respectful and forthright manner, immerse yourself in the knowledge and culture of your competition.  Identify those who you are competing against and gain a close understanding of what difference you can provide.  Know how they differ from each other, and from your product.  Be prepared to speak in the language of your customers as it relates to your competition, know what words are synonymous with your company's own vernacular.  Be prepared to speak always in a complimentary way to their capabilities.  Never, never, never bash your competition, instead use this approach: we agree that XYZ company is good at what they do, but let me show you what our company has to offer, and how we feel this can bring you a superior value.  Little else will turn a customer off faster than competition bashing.  Even if they begin to bash the competition, do not participate.  Instead, try to understand where their point of frustration is and offer your solution through consultative approach.

3. Become a student of your customer

In order to be a top performing sales executive, you must begin to think of the customer as YOUR customer.  Not a company to be sold, convinced or closed, but a customer that you personally take care of with an in-depth understanding of their goals, needs and challenges.  Become a student of their products, and their competition, just like you have become a student of yours.  This step will change your mentality, from thinking that they are an obligation, an entry into our CRM, or a name on a spreadsheet, they will now become a lifelong customer no matter which product you are representing.

4. Become the voice of your customer

Once you grasp your product, understand your competition and embrace your customer, it is time to gain the edge by developing a passion for the product you are selling as it relates to your customer.  Knowing that your product is the right fit for the customer, and the knowledge that you are going to be there for them no matter what, will instill a sense of confidence when you speak to a prospect.  You will know that, although they don't yet know you or your product, given the opportunity sometime in the future, they will be very happy and grateful for the day that they met you.  Holding yourself and your company accountable to provide the very best service to your customer will cause a bond with your most important benefactors.

Now put this all together and approach your selling activities with new vigor, realizing that you're not just going through the motions, but you are providing a superior value to help your customers remain competitive in the marketplace. What is more, they will get a lifelong friend out of the deal.  Transferring knowledge about a product is difficult, and if you are able to transfer it, inspiring a desired action can be even more daunting.  Infinitely more transferable is a feeling or belief. Once you believe in it, and actually feel good about what you're selling, you'll see dramatic increases in your close ratio.  You'll actually be shocked when someone doesn't buy your product, not surprised when they do.

So what's not to love?

Selling Your Self Presentation

A traveling sales person recently visited me at KinetiCast.  While I did not eat his liver with fava beans and a nice Chianti, I secretly wished someone had.  But this trainwreck of a visit left me with some good lessons on how NOT to behave when trying to make a sale.

A very successful sales executive told me a long time ago that one of the most important things he looked for, when hiring a sales person, is that they be instantly likable.

We all know what it is like when someone isn't likable.  We have all felt it at one time or another, the feeling when we see someone that we recognize but sincerely hope that they do not see us, for fear that we will be forced to talk to them.  As a sales person we should strive to be the person that people go out of their way to make excuses to want to be around and to schedule appointments just to spend time with us.  There is no doubt that people buy you first and your product second.  Now for some people this comes easy, for others its more difficult.  Here are some ideas that may help you to increase your "it" factor.

Make sure your appearance is clean and comfortable

The salesman that visited KinetiCast walked in with a suit that was at least two sizes too small.  Now, I can sympathize as I have packed on a few lbs as of late, but its always important to look your best, regardless of your shape or size.  I am not saying you have to be a sartorial showpiece, but if you are not comfortable and clean looking it gives a bad first impression, plus it makes you self-conscious (even more disturbing - if it should make you self-conscious but it doesn't!)

Another note on appearance, bad breath is a showstopper.  Always assume your breath is bad and take action before every sales encounter.

Make sure your internal clock is ticking

Much of sales is timing.  Arrive a little early, and if you have an appointment for 30 minutes, when 30 minutes is done, make every effort to leave.  Very little good can come from overstaying your allotted time.  With a few minutes left in the meeting,  start to sum up and talk about deliverables, next step and planned follow-up. If you start to leave, your prospect can always ask you to stay longer.

I am amazed at how many sales people think that they are hitting it out of the park by staying at a prospect for a long time.  In fact, in most cases, people are just too nice to ask you to leave.  Once you do finally leave, it is likely you will not be welcomed back.

Turn that frown upside down

Always remember, fake enthusiasm is better than genuine depression.  Leave your problems out of the meeting.  Be passionate and confident, people are attracted to people who are fun to be around.  Depressed people are not fun to be around. Fake it till you make it.

The ultimate goal of likability in a business relationship is that your prospect associates you with your product and ends up liking both.

Please share your ideas to increase instant likability.