1. Throw away your Sales Pitch and Sharpen your Questioning Skills

80% of successful sales calls depend on astute questioning skills. It is amazing how easily and quickly salespeople slip into the Tell Mode – telling prospects all about their marvellous products – the Tell Tell Tell Syndrome – in the hope of getting a deal.

Most of the time this achieves the direct opposite.

Problem

Prospects want you to listen to their story not be forced to listen to your story.

So why do we tell?

Perhaps it’s because we know what our services can do, we are so immersed in product knowledge (and so we should be), that this becomes our ‘comfort zone’ and, therefore, very tempting to talk about. How on earth can you conduct fact finding of a prospect’s business when you are so in love with your products/services?

Solution

Your story is important, and it must be told well. But by itself, it doesn’t create enough of an advantage to greatly improve the likelihood of you winning the deal. Let the prospect tell you their story. Prompt them, nudge them, ask them.

Ask the tough questions that most salespeople don’t ask.

I’m sure you have heard these statements from Prospects but have you ever asked the hard questions?

See these examples:

Prospect – “We’ll get back to you”

Salesperson – “Who will get back to me and when?” or “Why would you want to get back to me?”

Prospect – “Oh the committee will be looking at it”

Salesperson – “What do you need to check out?”

The reality is…. they will look at it, only if it is important to them NOW.

2. Do Sales Stars Start a Conversation or try Phony Ice Breakers?

Most salespeople start trying to build a relationship with a phony rapport, using an insincere rapport based on perceived “common interests”.

Then the canned pitch that follows makes prospects even more wary.

Problem

Prospects are very busy people and dislike this time waster.

What is really flashing through their mind is:

• Is this really aligned with my priorities?
• How urgent a priority is it?
• Does this person in any way display value or are they just ‘selling’?
• How quickly can I get rid of him?

Solution

To make a meaningful connection with prospects is probably the most important, yet least practiced sales skill. Be business like from the start.

i. Do your research. Every sales conversation needs to come from a place of knowledge and authority. Make sure you have something important to share with your prospect, something that will show them you have been on the lookout for trends and developments in their industry

ii. Ask direct questions pertaining to their business. You need to set yourself apart from the normal sales crowd

iii. Keep on ALIGNING – At the onset of your relationship, clients need to see an immediate connection between what you do and what they’re trying to achieve

iv. Ask Challenging Questions

3. Who is in Control, Salespeople or Buyers?

The truth is over 85% of Prospects dominate the Salesperson by asking for free information, advice, catalogues and whatever else he can get from you.

We are totally at the mercy of the prospect.

Then when you try to get hold of him, he’s always ‘in a meeting’!

Problem

Increasingly today Buyers have their own set of rules and agenda. They want to suck you dry, not because they are ‘bad guys’ but because they believe that you are again one of the many salespeople that are unscrupulous.

Solution

Top Salespeople propose the ground rules, or the rules of the ‘game’, early. Get the prospect’s permission to ask questions right up front so you really understand his problems (pain) and the consequences for them and their company before you discuss solutions. In fact tell your prospect that you are NOT there to make a Sales Pitch because it would not be appropriate at this stage.

Finally, tell him that if either of you don’t see a fit at any stage it is perfectly okay to say “NO” and you’ll close off and move on.

We call this tactic “Fishing for the NO” and it sounds crazy to most salespeople.

But, consider how much time you have wasted over the years waiting for a decision either way, from prospects.

Follow these 3 habits at all times with prospects and watch your personal sales skyrocket!

My entire life has been sales. Thus, making the mistakes that I have made has taught me some serious lessons, the most pressing of which, relates to tenacity.

Imagine a sales rep in a technology company with say 2 years experience. What is his major issue? Closing deals right? Why they do not succeed is a mystery to them and they become downhearted. Sound familiar?

Many of my clients feel the same and ask how I can assist to get their margins up. Upon interviewing the reps, all becomes clear. They try for a while and then lose faith, ultimately becoming despondent and moving on or are fired.

Now imagine a successful rep that knows his stuff and wins the annual incentive holiday as par for the course.
Ask yourself what is the difference? They were exposed to the same training, company culture, leadership, and yet there is a phenomenal divide in terms of stats.

What I have seen is the confidence divide. The sales rep who has experienced success believes it possible. The ‘wanna be’ rep does not know the sweet taste of being top of the heap.

Here is the crux of the matter. Success arrives post rejection, more rejection, disillusionment, perseverance, learning and polishing skills and building relationships. In other words, a Teflon coated personality is required. If the first sales call results in a 2% likelihood of a sale, and a tenth call results in a 98% likelihood of a sale, then obviously we have to take on the hide of a rhino and persistence of a hyena in order to break through to heights of sales excellence.

Developing this resilience requires not only an inbred character trait, but strong self leadership, true empowering mentorship from another and a structured career path from product knowledge to objection handling skills to client strategies and CRM. In short, a work place that provides and demands excellence.

Top tips that work:

• Recruitment: Put your reps through a comprehensive and rigorous sales skills and attitude boot camp during their trial period. Also hold a weekend boot camp for potential hires and from the survivors, choose who you employ. This will separate the wheat from the chaff, giving you a better likelihood of a person with staying power.
• Reward: Create a package that is very attractive and inspires them with great earning potential based on realistic targets.
• Coaching and Mentoring: Nurture the incumbent in order to facilitate their success by getting them off the starting blocks quickly with a senior mentor, enabling them with a specialist sales coach to observe them operate in the market place and build on their good habits.
• Retention Strategy: Post proof of performance, of those geese laying the golden eggs. Get your top performers to take part in mentoring new recruits.

Make sure you are a production line of quality sales people. Your market image and ‘great place to work’ status will ensure you have the pick of the crop, and your bottom line will prove it.

Mark Smith

I don’t even say anything when someone who came in after me is served before me. I am patient and polite and I am prepared to wait even longer for your attention.

When I come into your store, or business premises, I don’t act the arrogant, belligerent, or sarcastic customer who tries to draw attention to himself because I consider myself more important than anyone else present and expect you to jump to my every wish and whim. In fact I am very polite when you get upset because I want to look at more than one product before making up my mind.

I am not like so many other customers who wouldn’t hesitate to get nasty with you if they are kept waiting or don’t get the answers to their enquiry. NO, my dear friend, I am your nicest customer you will ever meet, in fact, I’ll tell you what else I am !! I am the CUSTOMER WHO WILL NEVER COME BACK!!!

You see, I have a different style of behaviour. This behaviour is also far more deadly that screaming and shouting to vent my anger. A customer who never comes back will lose you profits, respect, a bad name, as well potential business from other customer who I speak to regularly. I start to amuse myself when I see the vast sums of money being spent by your company to entice me to come into your store, when you could have saved your company that expense by providing good customer service.

Consider the customer who complains and criticises you for the bad service you meet out. You ought to be grateful that he is giving you the opportunity to correct yourself and make amends in some tangible way.

Always remember: The customer, who knows he gets good service, becomes very forgiving when mistakes are made.

Receptionists are taken pretty much for granted when they really should be superbly trained, kept informed, motivated and incentivized to provide great service.  They play an often overlooked role in the creation of a brand experience. In what may not amount to more than a brief moment, they can add to the lasting impression of your brand.

The Peer Group has been conducting Mystery Calls on receptionists and our research shows that:

• Less than 50% know their bosses name
• Less than 20% know their brand promise
• Less than 35% were friendly
• Less than 40% were willing to take a message voluntarily.

To evaluate telephone etiquette we used strict criteria like:

• Speed
• Care/Friendlyness
• Clarity
• Efficiency
• Effectiveness
• Knowledge
• Attention to detail

These results enable us to build a First Impressions Score

To the bosses out there, phone your own switchboard – chances are you’ll be shocked.

We should not blame the receptionists, but look closely at their company culture and training.
On the positive side more companies are sending their Front Line Receptionists on professional training courses. Our stats show that there has been a strong shift in the market from traditional hard skills to the so called ‘soft skills’ like empathy, listening and conflict handling.

Sales Tip # 1

Never pitch before you know your prospect’s agenda.

Understand what makes them tick, what keeps them awake at night and how they may positively benefit from your service.

Most salespeople are so in love with their product and service they want to tell everyone how marvellous it is.

The truth is salespeople don’t do the selling, the prospect actually sells himself.

Learn to bite your tongue.

Sales Tip # 2

Stop being so nice.

We are so keen, often desperate to sell that we start treating the prospect like a God.

“Yes sir, no sir, three bags full” ……….I’ll say anything to get the deal.

“Thank you so much for your time”.

The truth is people treat you the way you treat them. It is the law of cause and effect.

Treat a kid as dumb and he will act dumb. Treat them as smart and they will be smart.

If you treat your client as more important than you then you deserve what you get, which will be scant respect for you and your time.

Make sure your self-talk is positive.

Sales Tip # 3

Become an expert in your field.

Make sure you really know your product inside out and go further, think like a businessman. Understand, what is the economy doing, understand your prospects environment, who are their competitors and what are their real issues?  Do your homework  rigorously.

Then you are able to position yourself as the expert and be able to talk on a peer to peer level.

Make sure you are an expert and people will treat you as one.

People buy from people they admire and respect.

Sales Tip # 4

Be a business person NOT a salesperson.

People are sick of the 2^nd hand car salesman’s slick style and your prospect is now smart.  If they want something they’ll go and get it. The internet makes information instantly accessible so when you’re in front of a prospect you need to advance solutions that go way beyond just solving a problem. What can you deliver that goes beyond expectation? How can you resolve issues they did not even anticipate?

Become a trusted Business Partner.

Sales Tip # 5

Investigate the ethics of the company and products you represent.

In the 70’s, before most of you were born I sold paint for upmarket contracts because this paint contained pure marble and it came from Italy so imagine how long this superior coating would last on your house. When I was promoted on sheer sales excellence, I discovered that the paint chips were a fake and came from Namibia.

Horror of horrors – I had been selling a lie, a fake and I was liable even though I was ignorant. I resigned immediately but my conscience, about all the clients I had crooked troubled me for years.

Do not sell anything before you have done a thorough investigation of your own products and checked out the ethics.

Do your products and services match your own high standards of integrity?

Sales Tip # 6

Talk to the right people – the decision makers.

How much time have I wasted talking to very nice people but, in the final analysis they weren’t empowered to make a final decision.

As salespeople we need to be courageous here and ask the tough questions, like “Are you the final decision maker?” or “Besides you, who else will be involved in the final decision?”

Engage in courageous conversations that demand honest answers.

We are very lucky in the selling game because we do get a 2^nd chance.

Record your sales interviews and critique them afterwards so you learn from your ‘mistakes’.

Follow these practical Sales Tips one at a time and watch your conversion rate improve.

The Peer Group is always on hand to help you get a grip on your sales techniques.

We wish you successful hunting and let us know all about your problems and triumphs.

Watch this space for the next set of Sales Tips.

Here is an interesting experience from one of my delegates:

Thatho’s Story

On her first day as Receptionist/Switchboard operator at a big Johannesburg company, Thatho went through her job induction administered by her busy colleague.  Feeling confused and second-guessing herself she sensed irritation and at times rudeness from colleagues as she continued to ask more and more questions.  One thought raced in her mind all day “If they are this rude, how will I deal with the CEO whom they are all afraid of?”  That day was one hurdle after another and to make matters worse her boss said she was incompetent.  But worst of all her self esteem hit rock bottom

Thatho’s story is not isolated – these ladies have all sorts of challenges: angry bosses, constantly busy switchboards, uncooperative colleagues that they end up losing that flame inside which could propel them to greater heights.  The Peer Group’s one-day Frontline Excellence training infuses confidence in the delegate immediately but a longer-lasting turnaround involves the positive participation of the managers as well.  They should  play the role of internal coaches in the day to day role of the receptionist.

The first steps in changing your receptionist from good to great is to create a work environment where he/she can succeed.

If your receptionist attends a Training Course to give her world class skills  and improve her self-esteem and her managers positively support her role, then everyone wins. Imagine a receptionist who walks into work with this attitude:

“I am professional; I know what I am doing.  I am here to ensure that our clients’ first experience with our business (with me) is superb! I will also give great service to my colleagues”.

He/she would actually be smiling and loving what they are doing, all because of boosted self-esteem. People would feel energized and fabulous! Here is my take on how companies can develop a culture for boosting self-esteem:

• focus on solutions not problems;
• inspire your receptionist to achieve their best;
• open communication lines – make sure the receptionist is not “afraid” to speak to anyone in the company
• publicly assert the importance of the receptionist in the business and urge all staff to help him/her be more effective.

Better results are produced with less energy – it’s a win-win situation!

The cherry on top is our Frontline Excellence Workshop will equip your receptionist with practical skills to get her to the top.  Visit www.peergroup.co.za for more information on the course.

But working with BMW and their Sales Executives, we were lucky to be involved with research from the Centre for High Performance in the UK and this led my team and I to a new perspective on what makes Top Sales Pro’s tick.  Yes the sales process must be in place, but IN ADDITION there are 5 critical qualities that every Top Sales Pro displays:

• Achievement Orientation
• Concern with Impact
• Self Confidence
• Relationship Building
• Pro-Active Orientation
  

Achievement Orientation is at the top of the list because without the hunger to go beyond normal expectations and super achieve a salesperson doesn’t stand a snowball’s chance in hell. High Performance Sales Pro’s confidently drive through obstacles towards success with energy and a can-do attitude. Can this competency be acquired? No, unfortunately you either have it or you don’t

Personal appearance and the way you present yourself are very important. Top salespeople are Concerned with Impact – Sales Pro’s are dressed to kill.  Their opening pitch is practiced and expressed sincerely and succinctly.  They mean business and don’t waste time with petty small talk. How to satisfy the customer fast is their aim and they get on with the job. Unlike achievement orientation this is a competency that can be developed. Top sales professionals work to make a positive impact on customers and potential clients to achieve sales objectives and to build on brand values.

The 3^rd competency my team and I found is Self Confidence – Sales Pro’s exude a positive attitude and ‘walk the talk’. They really enjoy selling and take full responsibility for their own actions.  They can easily adapt their social style to suit the customer’s style. Again, we believe this competency can be learned and developed if the desire is there. As a top sales-professional you need the ability to understand your own strengths and weaknesses work on them and see yourself as amongst the best. A high belief in your own ability and an understanding of where one went wrong helps you to modify your behaviour to achieve results

The 4^th competency was “Relationship Building” – as it happens this is the very first module we teach on our sales training courses. We believe that not only sales people but every employee should be a brand ambassador. “How to become a Business Partner” is a set of skills that can be learned. At the end of the day people buy from people they trust and like. Top sales professionals have the ability to easily establish rapport with people at all levels (internal and external customers) in order to grow business.

The 5^th and final competency we isolated was “Pro-Active Orientation” – Sales Pro’s don’t wait for things to happen, they make things happen.  To be tenacious in all situations without pestering the prospect is a competency that can be learned.  We find too many salespeople give up too easily and assign blame or plead the excuse of ‘rejection’.  Top sales professionals have the ability to take responsibility for all aspects of the situation even beyond ordinary boundaries and the ability to expect, notice and nurture success in any situation and to turn problems into opportunities, displaying determination to succeed against all odds.

How do you stack up against these competencies?

My team and I are available to help you learn these critical competencies.

He believes that selling is a profession that is learned, not something with which we emerge from the womb. How many born accountants or lawyers do you know? The problem is, like so many clichés in sales circles that people have heard this myth so often, they start to believe it to be a fact. Sales Directors start thinking that they all they need to do is to find born sales people and their sales team will rock. The fact is, to be a great salesperson, you do not need the gift of gab but a basic set of sales skills.

Based on the famous 80/20 Principle here the essential skills and rules that Clive recommends for your Sales Tool Kit:

1. Active Listening

Think of the last time you felt as you were being sold to. It probably made you feel that the salesperson wasn’t listening and didn’t really care about you, and you are one hundred percent right.
Show that you’re listening by:
• Not trying to jump in at the beginning.
• Hearing them out fully
• Not anticipating or interrupting.
LISTEN as if your very life depended on it!

2. Questioning Skills

Asking intelligent open probes is the least known skill in sales today and yet it is the most critical skill in your Toolkit. Focus on discovering their agenda not telling them about the numerous benefits of your service.
ASK DON’T TELL
NEVER ask a Closed Probe as it often leads to a NO answer.

3. Research, Research, Research

What does your customer do, what makes them tick, what turns them on and off, why should they buy from you? What are their goals and HOW can you really help them achieve their aspirations?

4. Do a GAP Analysis

Simply, the gap is where they are now and where would they like to be.
Find 3 Gaps before even thinking of a suitable close.

5. The Close

BEFORE you ever try to close, SUMMARISE all the points of agreement.
Be up front and restate all the positives that have occurred during the meeting.
Collecting all the small and large “YESES” and getting the prospect to say “Yes” is the 5th Rule and the reason why we are selling in the first place, namely TO CLOSE.

6. Be Open to Objections

“If you really do put a small value upon yourself, rest assured that the world will not raise your price.” – Anonymous

You need to remind yourself that prospective clients who buy are known to have 60% more objections than those who don’t. So relax rather than run when it comes to rejection.
Never interrupt because if you do it then appears you are objecting to their objection.
To get to the basis of your client’s objection, be both serious and curious. Opt for the line, “I’m curious…”, or “Can you elaborate on that?” in order to truly hear and understand where they are coming from.
You’ll find that these three tried and tested answers work a treat: “Many of our other customers felt the same way. However, what they found is that…”
“Lots of people are in the same boat. Then they found out that…”
“Many people have the same idea. Until they realise that…”

7. Divorce Yourself From Your Service

How on earth can you conduct a dispassionate and objective analysis of a prospect’s business or personal requirements, when you are married to your product or service?
Remember business partnering only begins when you put the prospect’s business first. Do yourself a massive favour and get a divorce from the passion you have for your brand if only, to help you sell more!

8. Start Courageous Conversations

Are you nervous at the very start of your sales pitch?
Thousands of salespeople who attend our sales courses answer “YES”.

Instead, before every sales call, replace that objective with: “I want to start a conversation.”
This will help you instantly overcome two very important call obstacles.

First, it will relax you, and take the pressure off your client, freeing them to stop looking at you as an adversary and start viewing you as a trusted advisor.
Second, adopting a conversational frame of mind will encourage you to ask more questions and bring you closer to that 80% listening “golden rule.”

Most salespeople are caught up in their own thoughts:
“How am I doing?”, “Is my pitch ok?”
“Does my USP sound good?” “Do I sound convincing?”
STOP thinking about yourself.
STOP focusing on your Value Statement.
STOP worrying about your pitch.
START concentrating on how they will BENEFIT. Find out what turns them on, what turns them off and most importantly why will they buy?
Clients are multi dimensional and buy for different reasons – like Price, Pleasure, Status, Convenience and Security. Find out their Unique Buying Point – UBP –and pinpoint what turns them on.

Put them 1st not you or your company and watch your sales soar!

Everyone has access to Blogs, Twitter Face Book or other lightning quick ways of communicating their irritations. If that 5% becomes multiplied by 10 other people the loss becomes serious. R1.5 million is the frightening total – enough to put your company out of business!!

The Golden Rule is to follow the skills of Handling Complaints that we share on our Front Line Courses. Remember, very few customers set out for a confrontation they just want the service or product to work.
However when customers become angry they are itching for a confrontation so learn how to take quick action to reduce the level of emotion.

At The Peer Group we follow a simple policy that states all complaints are reacted to within 4 hours. You need to pacify irate customers fast before the calculable damage is done. Action is the key point.

Once people are calm and reason sets in then the chances of an amicable solution becomes possible.