First permit me to posit that you are not a cold caller using the phone book from A to Z as your prospecting tool. That's because, if so, none of what follows applies. That's another course entirely. Having set that stage, the only possible description of the recipient of this first call, that is if you are at least on the way to becoming a Great Seller, is that of a well researched prospect, who unless proven otherwise, could benefit meaningfully from interacting with you, much less buying or subscribing to your product or service.
You've only one goal then on this call. That is to receive a commitment for a meeting at a set day, time and place. Remember, you've taken the effort to qualify the prospect as well as possible without an in-depth first exploratory meeting.
The Advanced Seller has already internalized the fact that no matter what time of day or day of the week he makes the call, his will be the nine hundred thousandth call for an appointment in the preceding hour. Ninety-four point three per cent of those calls sounded exactly alike to Mr. Buyer, and consequently failed to result in a committed appointment. (The Advanced Seller Congregation is small and the Great Seller Congregation is tiny). That’s because non-graduates of the course don’t understand that the telephone is not the communication vehicle best utilized for further qualification much less to close anything.
Left to its own devices the telephone is actually an enemy that is unfriendly, impersonal, and unreliable and can be used deceptively. You must neuter it. How can you do that?
Here's what the Advanced to Great Sellers do: In addition to communicating honestly and fearlessly, they are friendly, rational, not didactic and honest. In short, everything the telephone is not--and more.
Here's how the Advanced Appointment Seller thinks: Whether or not this prospect that I have chosen to serve takes advantage of my offering, will depend solely on how effectively my first communication sets me apart from the preceding supplicants and fires my "target's" imagination that help is on the way. So at the beginning of what is hoped to be a productive relationship, this seller tackles his introductory objective (a commitment for a meeting) without creating pressure points or ingrained resistance. Often a light hearted or whimsical approach serves to mitigate what would otherwise seem like a "make or break" point.
“Mr. Jones, I’m Joe Blow and I’m associated with XYZ. I’ve been doing a good deal of homework on you and your company. Call me crazy but in a half hour I truly believe you and I would agree I can help you grow your business. Can we have a quick cuppa at your place next Tuesday morning, or would afternoon be better? I’m buying.”
No Challenges. No proclamations. Just a tease that there is information that may be new and you'd love to share it and help him. And you are nice, you really are!
Folks, you still won’t get them all. But after a while, you’ll be surprised when you don’t.
(With thanks to Great Seller Dave Nelson for suggesting the topic).
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve,Don't Sell
Collapse Time
Teamwork
Tuesday, September 14, 2010
Monday, September 13, 2010
Do it For Them
Clients, that's who!
How many clients have you talked with over your career? How many of them share similar obstacles and growth opportunities? How many of them have complementary skills and don't really compete with each other? Or, how many of them with complementary skills and competitive products or services, could grow their respective businesses if they could get a third player (LEGALLY) out of the way?
How many of them would cause you anxiety if they knew, as you do, that they are missing a terrific marketing opportunity, that wouldn't involve buying from you?
How much Respect, Gratitude and Credibility would you earn from those among these clients that you put together to help them each grow? What's the value of that RGC to you?
Today, I wrote two quick emails suggesting to people who had never worked together that they make contact and explore situations where they each might benefit from strategizing opportunities together. I've known the parties for years and enjoy a good relationship with each, so my guess is that they will follow this up.
Oh, you wonder what's in this for me? I haven't the foggiest; never even wondered about it. That's because I know that working for the benefit of other people is the first step in forging a sustainable, successful career.
Sometimes the best thing you can do for a client or prospective client is to step aside when you put them together with other people who you know can do them some good. When you do, who gets the credit? Whose reputation is enhanced? Who gets the call?
How many people this day will you have been in contact with by 6:00 P.M.? That's how many people drew their first impression of you or added some additional data to their perception of you; that is to say, your reputation with them.
Great Sellers Spend All of Their Time and Energy Doing it for Them.
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
SERVE, DON'T SELL
Collapse Time
Teamwork
How many clients have you talked with over your career? How many of them share similar obstacles and growth opportunities? How many of them have complementary skills and don't really compete with each other? Or, how many of them with complementary skills and competitive products or services, could grow their respective businesses if they could get a third player (LEGALLY) out of the way?
How many of them would cause you anxiety if they knew, as you do, that they are missing a terrific marketing opportunity, that wouldn't involve buying from you?
How much Respect, Gratitude and Credibility would you earn from those among these clients that you put together to help them each grow? What's the value of that RGC to you?
Today, I wrote two quick emails suggesting to people who had never worked together that they make contact and explore situations where they each might benefit from strategizing opportunities together. I've known the parties for years and enjoy a good relationship with each, so my guess is that they will follow this up.
Oh, you wonder what's in this for me? I haven't the foggiest; never even wondered about it. That's because I know that working for the benefit of other people is the first step in forging a sustainable, successful career.
Sometimes the best thing you can do for a client or prospective client is to step aside when you put them together with other people who you know can do them some good. When you do, who gets the credit? Whose reputation is enhanced? Who gets the call?
How many people this day will you have been in contact with by 6:00 P.M.? That's how many people drew their first impression of you or added some additional data to their perception of you; that is to say, your reputation with them.
Great Sellers Spend All of Their Time and Energy Doing it for Them.
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
SERVE, DON'T SELL
Collapse Time
Teamwork
Tuesday, September 7, 2010
"All You Need is Love...da da da da da"
When you are really in love, there's no limit to what you won't do for, or give to, your love object. Isn't that true? "...do for...or give to..." In other words, devoted service to others is a clear symptom of respect and even love. For many years I have proselytized that loving one's work allows him to work tirelessly and accomplish so much more than if one spends his day begging the time God to move the clock along until five P.M. Bosses, customers, co-workers and employees alike, can't help but be impressed by, and responsive to the energy, good will and preparedness exhibited by sellers in love with their work.
As a seller, loving your work implies a belief based upon experience that the product or service you offer is of meaningful value to a number of thoughtfully targeted customers. You have something important to give; something that can change for the better the course of the buyer's day, week, month or year. You exalt in the "OK, I'll try it," not because you've made another sale, but rather because yet again you have helped (served) another.
Accordingly a second core value that uncommonly effective sales people and their mentors share is "Serve, Don't Sell." John Hope Bryant, the founder of Operation Hope, and advisor to the past two U.S.presidents, in his book "Love Leadership" makes the case that the best way to get ahead is to figure out what you have to give to a world seemingly obsessed with: "What's in it for me?"
As you grow your career, I would suggest this book is a must read. There are a handful of very successful top executives whose leadership styles are fear based. But only a handful. The great preponderance of high performing O level folk are supportive, encouraging and yes, loving. The comfort they provide creates an atmosphere and culture in which people are encouraged to and can learn; in which they are not terrified to take reasonable risks and in which they are encouraged to spend their days looking for ways to serve others. I promise you, that a seller who goes out to make ten sales tomorrow will make far fewer that one who goes out to help ten people.
John Hope Bryant suggests, and he couldn't be more on the money, that "Love makes money: The expression of love in business--creating long term relationships with customers and employees based on caring for others and doing good--makes everyone wealthy."
Fisherman and salesman have war stories. I am both so here goes. Today at lunch I was catching up with a friend I met through business when I was head of sales at AOL and he was a top e-commerce executive at one of our clients. We had two business meetings during the course of our respective stays at those companies, and that was eight years ago. We've done no business since then but have probably talked fifty times over the years, perhaps twenty-five of them at lunches or dinners. I've advised him when asked about his career pathing and helped his brother think through an opportunity. And I did all this frankly because David is my friend. There's little I wouldn't do to help him. Among the companies I consult, and with which I have a stake, is one that his professional experiences and contacts can all but ensure the success of the company. I suggested at lunch today that he permit me to suggest to the "board" that he join in an advisory role, for which I was sure I could arrange an economic incentive. He responded, "for you, my friend, I'd do it for nothing." I won't take him up on that but I believe him because I would do the same for him. From the first meeting, David and I have only looked to do what we could to make life better for each other. Business aside, it's a nice way to live.
Great Selling!
LOVE YOUR WORK AND WORK TIRELESSLY
Communicate Honestly and Fearlessly
SERVE,DON'T SELL
Collapse Time
Teamwork
As a seller, loving your work implies a belief based upon experience that the product or service you offer is of meaningful value to a number of thoughtfully targeted customers. You have something important to give; something that can change for the better the course of the buyer's day, week, month or year. You exalt in the "OK, I'll try it," not because you've made another sale, but rather because yet again you have helped (served) another.
Accordingly a second core value that uncommonly effective sales people and their mentors share is "Serve, Don't Sell." John Hope Bryant, the founder of Operation Hope, and advisor to the past two U.S.presidents, in his book "Love Leadership" makes the case that the best way to get ahead is to figure out what you have to give to a world seemingly obsessed with: "What's in it for me?"
As you grow your career, I would suggest this book is a must read. There are a handful of very successful top executives whose leadership styles are fear based. But only a handful. The great preponderance of high performing O level folk are supportive, encouraging and yes, loving. The comfort they provide creates an atmosphere and culture in which people are encouraged to and can learn; in which they are not terrified to take reasonable risks and in which they are encouraged to spend their days looking for ways to serve others. I promise you, that a seller who goes out to make ten sales tomorrow will make far fewer that one who goes out to help ten people.
John Hope Bryant suggests, and he couldn't be more on the money, that "Love makes money: The expression of love in business--creating long term relationships with customers and employees based on caring for others and doing good--makes everyone wealthy."
Fisherman and salesman have war stories. I am both so here goes. Today at lunch I was catching up with a friend I met through business when I was head of sales at AOL and he was a top e-commerce executive at one of our clients. We had two business meetings during the course of our respective stays at those companies, and that was eight years ago. We've done no business since then but have probably talked fifty times over the years, perhaps twenty-five of them at lunches or dinners. I've advised him when asked about his career pathing and helped his brother think through an opportunity. And I did all this frankly because David is my friend. There's little I wouldn't do to help him. Among the companies I consult, and with which I have a stake, is one that his professional experiences and contacts can all but ensure the success of the company. I suggested at lunch today that he permit me to suggest to the "board" that he join in an advisory role, for which I was sure I could arrange an economic incentive. He responded, "for you, my friend, I'd do it for nothing." I won't take him up on that but I believe him because I would do the same for him. From the first meeting, David and I have only looked to do what we could to make life better for each other. Business aside, it's a nice way to live.
Great Selling!
LOVE YOUR WORK AND WORK TIRELESSLY
Communicate Honestly and Fearlessly
SERVE,DON'T SELL
Collapse Time
Teamwork
Monday, August 16, 2010
Great Sellers are Senior Partners
I read a column in a beach community newspaper last week written by a local columnist who covers home based businesses. In this particular piece she was reporting the lamentations of a small local web site developer who was very creative and agile but whose business model's success depended upon the cooperation and attention of his clients, because quick turnovers of projects are critical to his revenue stream. All to often, revealed the complainant, the jobs got stretched out because the clients were late in delivering materials or approvals.
I found myself thinking that this marketing guru was probably more savvy about how goods and services can be marketed than he was about how to motivate clients to get the best out of him.
Great sellers assume the senior role in the "partnership." That's because their selfless and courageous work to provoke the client to identify flaws and opportunities in the business plan, requires a relentless management of the process in pursuit of successful implementation.
So what's the message? Great sellers aren't supplicants. Great sellers aren't in the commodities business. They offer their experience, will and indefatigably provide their clients with new pathways to success. And nothing will hold them back in that mission. Not even the client. "I'm here for you Mr. Jones, and here's what WE need to do. I will...by Thursday and you must...Remember, WE have a plan. Let's execute!
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve, Don't Sell
Collapse Time
Teamwork
I found myself thinking that this marketing guru was probably more savvy about how goods and services can be marketed than he was about how to motivate clients to get the best out of him.
Great sellers assume the senior role in the "partnership." That's because their selfless and courageous work to provoke the client to identify flaws and opportunities in the business plan, requires a relentless management of the process in pursuit of successful implementation.
So what's the message? Great sellers aren't supplicants. Great sellers aren't in the commodities business. They offer their experience, will and indefatigably provide their clients with new pathways to success. And nothing will hold them back in that mission. Not even the client. "I'm here for you Mr. Jones, and here's what WE need to do. I will...by Thursday and you must...Remember, WE have a plan. Let's execute!
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve, Don't Sell
Collapse Time
Teamwork
Wednesday, July 28, 2010
Sales' Seven Dirty Words
1. Package: Fed Ex and UPS have consumer stores and they sell packages there. Go apply if you're passionate about selling packages.
2. Added Value (counts as one word): If the Buyer asks for it, you say, "Mr. Jones, every idea we come up with has only one purpose, to further your interests because it has value. Do you mean you want a gift? Okay, let's exchange birthdates, and gifts on those occasions.
Here's what you sound like when you introduce "added value": "You say that's not enough? You say you want more? Okay."(Clap your hands together). "Tell you what I'm gonna do..."
3. I'll be honest with you: "Phew, and here I thought you were going to try and sell me something no matter how you had to get me to do it." This expression costs you any shot at credibility.
4. Special: As in "I have a special for you today." I believe that's effective at Border's. (Unless of course their plan is to get me in the store with a 40% coupon for one book and hope that I will buy others at full price). I won't. I just wait for a day or two until there's another 40% off deal. They've trained me to buy cheap, as you will be training your buyers with periodic "specials."
5. Cost: Cars cost, tangerines cost, pedicures cost, etc. Marketing dollars are investments. Train yourself and your customers to think that way
6. Me/I: Think and say "you."
7. Sign here: That's a really personal and threatening directive. "Make sense?" with the offered contract is not.
Remember always that a truly customer focused, well prepared, honest, creative and supportive selling/partner becomes the representative of choice and that perception supercedes all product and pricing differences with competitors. Is a great customer focused idea at an investment of $100 less appealing than a self-serving dumb one that costs $50?
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve, Don't Sell
Collapse Time
Teamwork
2. Added Value (counts as one word): If the Buyer asks for it, you say, "Mr. Jones, every idea we come up with has only one purpose, to further your interests because it has value. Do you mean you want a gift? Okay, let's exchange birthdates, and gifts on those occasions.
Here's what you sound like when you introduce "added value": "You say that's not enough? You say you want more? Okay."(Clap your hands together). "Tell you what I'm gonna do..."
3. I'll be honest with you: "Phew, and here I thought you were going to try and sell me something no matter how you had to get me to do it." This expression costs you any shot at credibility.
4. Special: As in "I have a special for you today." I believe that's effective at Border's. (Unless of course their plan is to get me in the store with a 40% coupon for one book and hope that I will buy others at full price). I won't. I just wait for a day or two until there's another 40% off deal. They've trained me to buy cheap, as you will be training your buyers with periodic "specials."
5. Cost: Cars cost, tangerines cost, pedicures cost, etc. Marketing dollars are investments. Train yourself and your customers to think that way
6. Me/I: Think and say "you."
7. Sign here: That's a really personal and threatening directive. "Make sense?" with the offered contract is not.
Remember always that a truly customer focused, well prepared, honest, creative and supportive selling/partner becomes the representative of choice and that perception supercedes all product and pricing differences with competitors. Is a great customer focused idea at an investment of $100 less appealing than a self-serving dumb one that costs $50?
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve, Don't Sell
Collapse Time
Teamwork
Tuesday, July 20, 2010
He Means What He Says!
Who means what he says? Ted Leonsis, Bob Pittman, Jerry Della Femina, and other performers extraordinaire. These gentlemen in particular are very different people, but two things they share in common are remarkable success and reputations for absolute credibility. If they say they will do something, they do it. If they say they believe something, they believe it. They always tell the truth, as they see it. Doesn't meant that they are always right, just that they will never purposely mislead.
Imagine you being able to say to a prospective client, "if you take my advice, you will be making an important investment in the growth of your company and I will be there every step of the way with you to ensure that what I've promised gets implemented and that the results will mirror what I've suggested they would." Now imagine that the great majority of people you say that to believes your every word because they have been told, or heard, that your word can be taken to the bank.
That is the professional life that Leonsis, Pittman and Della Femina are living, and deserve to be living. Yes, all three are very smart and all three work hard. So do many, many less successful people. None of these three inherited their fathers' business or wealth (not that there's anything wrong with that :). Their careers were forged by their own hard work, intelligence, daring and honesty.
Can you think of a more valuable currency than a reputation for honesty?
How, in addition to a silent vow, do you win that reputation? One sentence and one task at a time. Before you make that initial phone call in which you ask for an appointment because you "think you can help," you will have researched the prospect's business, and found a fit for the product or service you represent. In the first meeting, you demonstrate the knowledge gained through that research and how it implicitly supports the original purpose of the call, "you think you can help." It turns out that wasn't just a line, you had done some work and, right or wrong, came to believe that you had something to offer. It was an honest communication, and that will have been noticed.
As you and your new prospect together probe his strengths, weaknesses, competition, resources, options, opportunities and how your offering may minimize the weaknesses, enhance the strengths and outmaneuver his competition, you continue to express your honest interpretations of your discoveries and challenge viewpoints with which you don't agree. Always you convey the best and most honest of your thinking. It won't take very long for your new account to express, at least to himself, "where have you been all my life?"
You'll have joined the ranks of the great sellers!
Good Selling!
Love Your Work and Work Tirelessly
COMMUNICATE HONESTLY AND FEARLESSLY
Serve, Don't Sell
Collapse Time
Teamwork
Imagine you being able to say to a prospective client, "if you take my advice, you will be making an important investment in the growth of your company and I will be there every step of the way with you to ensure that what I've promised gets implemented and that the results will mirror what I've suggested they would." Now imagine that the great majority of people you say that to believes your every word because they have been told, or heard, that your word can be taken to the bank.
That is the professional life that Leonsis, Pittman and Della Femina are living, and deserve to be living. Yes, all three are very smart and all three work hard. So do many, many less successful people. None of these three inherited their fathers' business or wealth (not that there's anything wrong with that :). Their careers were forged by their own hard work, intelligence, daring and honesty.
Can you think of a more valuable currency than a reputation for honesty?
How, in addition to a silent vow, do you win that reputation? One sentence and one task at a time. Before you make that initial phone call in which you ask for an appointment because you "think you can help," you will have researched the prospect's business, and found a fit for the product or service you represent. In the first meeting, you demonstrate the knowledge gained through that research and how it implicitly supports the original purpose of the call, "you think you can help." It turns out that wasn't just a line, you had done some work and, right or wrong, came to believe that you had something to offer. It was an honest communication, and that will have been noticed.
As you and your new prospect together probe his strengths, weaknesses, competition, resources, options, opportunities and how your offering may minimize the weaknesses, enhance the strengths and outmaneuver his competition, you continue to express your honest interpretations of your discoveries and challenge viewpoints with which you don't agree. Always you convey the best and most honest of your thinking. It won't take very long for your new account to express, at least to himself, "where have you been all my life?"
You'll have joined the ranks of the great sellers!
Good Selling!
Love Your Work and Work Tirelessly
COMMUNICATE HONESTLY AND FEARLESSLY
Serve, Don't Sell
Collapse Time
Teamwork
Wednesday, July 14, 2010
Are You A Good Sales Clerk or a Great Seller?
Thirty-three across, in a syndicated crossword puzzle I struggled with yesterday had "sales person" (5 letters) as the clue. The answer, which took me way too long to answer was "C-L-E-R-K." Hey, there's nothing wrong with being a clerk, or post man or neurosurgeon. But after more than a few decades in and around sales, clerk just wouldn't come to mind if somebody asked, "and what do you do for a living, Bob?"
After all, what does a clerk do? He tells you what products he has for sale. He'll be able to answer most questions about their features and benefits. He knows the prices; for just one and the discounts, if any, for bulk. He probably can even tell you why his stuff is better than the other brands he doesn't carry, and he'll be happy to process your order (take your cash and give you the merchandise). Hmmm. OK, I get it. The difference between a sales "clerk" and a real seller has more meaning to remarkable sellers than to most of those on the other side of the transaction. If you accept that proposition, and you'd like the view of your skills and productivity to be more profound, you have the mindset to make it happen.
Great sellers do much more than present their products for sale. They first insist upon learning all that the prospective customer knows, and doesn't know about what works and doesn't in his business plan. He joins his new "partner" in canvassing the marketplace and how the product or service they represent fits the consumer (or "business customer" ) needs. They examine the competition and the respective brand positions. They review what's worked in the past and what fell short. And then, after that work, all orchestrated by the seller (the Great Seller) they plan and execute the strategy and plan.
The answer to a crossword clue of "Great Seller" just couldn't be clerk.
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve, Don't Sell
Collapse Time
Teamwork
After all, what does a clerk do? He tells you what products he has for sale. He'll be able to answer most questions about their features and benefits. He knows the prices; for just one and the discounts, if any, for bulk. He probably can even tell you why his stuff is better than the other brands he doesn't carry, and he'll be happy to process your order (take your cash and give you the merchandise). Hmmm. OK, I get it. The difference between a sales "clerk" and a real seller has more meaning to remarkable sellers than to most of those on the other side of the transaction. If you accept that proposition, and you'd like the view of your skills and productivity to be more profound, you have the mindset to make it happen.
Great sellers do much more than present their products for sale. They first insist upon learning all that the prospective customer knows, and doesn't know about what works and doesn't in his business plan. He joins his new "partner" in canvassing the marketplace and how the product or service they represent fits the consumer (or "business customer" ) needs. They examine the competition and the respective brand positions. They review what's worked in the past and what fell short. And then, after that work, all orchestrated by the seller (the Great Seller) they plan and execute the strategy and plan.
The answer to a crossword clue of "Great Seller" just couldn't be clerk.
Great Selling!
Love Your Work and Work Tirelessly
Communicate Honestly and Fearlessly
Serve, Don't Sell
Collapse Time
Teamwork
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