Practice Better Business

How much time do I spend with each client?

Time can move slowly or rather quickly. Thirty seconds can feel like a lifetime and two hours can be too short. A client will decide in a matter of seconds if he or she will be receptive to the sales professional. A decision can be made on appearance, posture, or hair. The decision can be made on how rapidly the sales professional approaches the client or the reverse.  A decision can be made on the greeting of the client or the smile. The client is the only person that knows what will help make a decision.

 How much time do I send with a client is a question that often materializes during conversations with service technicians. I always answer the same way and that is as much time as necessary to discover the client’s wants and needs to give a fantastic solution to their issues.

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How much time do I spend with each client.docx

A Deer caught in the Headlights

Selling products within the service industry could be a walk in the park when properly trained and prepared. However many professionals in the service industry trades have a very difficult time selling the initial service and or product. Observing the work habits and in several trades forums I have a different understanding of the reasons so many are failing. I understand why more people are losing their jobs and independence. I understand why more companies are closing their doors.

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A Deer caught in the Headlights.docx

How far will you go to satisfy a client?

Wow and Wow that is all I can say. Recently I have been involved in a heated exchange concerning sales. An old school self thought leader thinks sales is a waste of time in his business. What he believes is a bigger waste of his time, clients that have experienced terrible service with multiple people and companies. He supports the view that he cannot save or help the client. He does not have the time and is running multiple companies and cannot concern himself with one client having issues. I believe the view should be we are there to help and guide the client to a successful and enjoyable ownership exchange.

The forum piece that I started explained the issues the client experienced. His reply is way off base and mean spirited attacking the home owner. Once proven wrong the course of action changed direction. That direction is to attack the reputation and character of the person bringing this to light. In this case me. Baseless false accusations that if allowed can change the direction of the forum piece to one that is not relevant or based in truth or fact.

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How far will you go to satisfy a client.docx

6.17.10

Sales Terminology

Sales Process=a natural observable fact marked by gradual changes that lead toward a particular result

Sales Methodology = Sales rules and postulates employed by a discipline: a particular procedure or set of procedures

 Sales system=an organized or established procedure that guides the sale

Blueprint for success

   Many years ago my young daughter asked me to make her a bookshelf. Keep in mind I am not skilled with wood working. However I told her that we would make one together. Off we went to the home center to purchase wood. While looking at wood we detected a book that suggested the tools that we needed to build projects.

   We purchased the tools to make this project. At this time I realized that I have spent more on tools than if I purchased a readymade bookshelf. However the point of making it was to do it together. My daughter and I set up the tools and workshop area ready to start. I asked how tall you want this book shelf. To here she exclaimed holding her hand high off the ground. We marked the wood height. Now how wide do you want the bookshelf? She placed her hands so far apart. I measured the distance and we marked the wood.

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Blueprint for success.docx

                       We can polish our medals and sharpen their smiles. 

 What does it really take to become the best that you can become? 

Often sales gurus inform professionals and non professionals alike that drastic changes must occur in order to reach the pot of gold at the end of the rainbow. Where does one start better yet how does one start to reach for the stars to change their station.

 Motivation is whipped into a frenzy that starts the wheels turning and yearning to make the greatest move towards becoming dependent upon no other force other than your own. As fast as it arrives the downward spiral or fleeting moments of frenzy start to become real then disbelief that it can be accomplished start to take over the heart and mind. Almost like a rock being hurdled at you with no course to move out of the way. Your feet are stuck in dry cement stopping the first step that leads to the actual change of the second step. When anyone takes a step forward they really have traveled no further than they once were. It is the all important second step that starts a new exciting journey.

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We can polish our medals and sharpen their smiles.docx

Creating a Powerful Sales Presentation

by Kelley Robertson

I ran across this information reading sales help pages on the internet and came across this by a seasoned sales pro Kelley Robertson. It is a very good article pertaining to the presentation of a solution and I want this available to all who desire to become stronger at the presentation.

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Creating a Powerful Sales Presentation.docx

Courage

The Wizard of Oz has a cowardly Lion seeking courage. This lion banded with a tin man seeking a heart and a straw man seeking knowledge. Individually each was found by a girl and her dog seeking to find a way home.  These characters were instructed to travel the Yellow Brick Road to find the wizard who could magically help guide each to find and meet their goal.

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Courage.docx

5.15.10

Why do people choose to not buy?

The dreaded question with the majority of sales people is why do people not buy? How does anyone discover the reason the purchaser chooses not to buy? The sales person must have enough confidence in him or herself to ask the client why he or she walks away from the opportunity. Without asking it is automatically assumed by the sales person a myriad of reasons why the client did not choose to own. None of which holds water other than to justify in the mind of the sales person

Why is it that sales professionals give excuses as reasons why people do not choose to own? The customer has no money, likes the present vendor, and wants a cheaper product. My brother or friend can get me the product at a cheaper rate or make the necessary repairs. The customer has no time; it is not in my budget and so on with the timeless excuses.

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Why do people not buy.doc

5.10.10

Listening to sales gurus and reading sales guru’s articles many suggest that we should embrace client’s objections. Still many suggest that we should expect objections and when the sales professional does not receive an objection that must mean that the sales process was not done properly. This is supposed to mean the client is not showing an interest in the offer that the sales professional has given to him or her. Trying to justify why the process and presentation is not strong enough is what the above describes.

Still others in the sales profession believe that a client objection will rear its ugly head somewhere else during the process and presentation if the client does not openly give objections readily and in the beginning.

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Should objections be accepted as normal activity from a client.docx

4.24.10

What  and when should a client be told?

The advent of the internet has allowed individuals to gain access and information at a wonderful pace. This is an exciting time to be a professional with any type business. Consumers have at their finger tips an awesome advantage over the poor unprepared sales professional. The consumer often can be on equal footing if not a stronger position concerning product knowledge. A knowledgeable consumer is a fantastic opportunity for the sales professional strictly due to the client having the points of interest for the product or service already in front of him or her. The features and benefits are upfront and the client’s want to own is heightened. A step of the process is eliminated and that step is the discovery of interest.

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What and when should a client be told.docx

4.23.10

 Mirroring Technique

There is a fantastic sales site on the internet that provides a valuable resource to those who are in sales.  This site has tons of wonderful suggestions and examples to implement into a sales strategy. There is one voice on this site that will break down each and every point and attempts to disprove the information at all costs. Sometimes this is done to the extreme and I would suggest taking it as a grain of salt and throwing it over your shoulder. Often the suggestions are real selling in the real world that these sales professionals speak and that holds more weight then “I suppose “or an opinion of what one person thinks is the right and only way. This site does give wonderful insight despite this obstacle.

This came into play with a recent forum piece where I suggested the mirroring technique. To disprove the technique as being viable the words be true to yourself happened to appear. To suggest that the mirroring technique is not staying true to you or obsolete and a fake emotional response to the client or any person for that matter is in itself a false statement.

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Mirroring Technique.docx

 Poor Customer service and how is yours?

This past week I experience the nastiest customer service I have in a very long time. It started with my client having difficulty with a hot water heater. This particular installation uses the water heater for the energy of heating their home. The water heater gas control valve is defective and not opening and allowing gas to enter the combustion area. This particular water heater was under a factory warranty covering all parts.

I called the supply house that represents this brand of water heater. Their personnel informed me that it is unproblematic and quicker if I dealt with the manufacturer and have the part delivered directly to me. I called the manufacturer and make clear the situation. The manufacturer informed me that they could not dispatch the product to me and that I needed to converse with the sales rep company. The manufacturer provided me with the product number and a phone number to talk with the sales rep organization.

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Poor Customer service and how is yours.docx

It is a Matter of Context

Speaking with highly respected sales professional who helps others achieve maximum potential he brought up an interesting aspect of sales training and or discussions with existing sales professionals in person and in sales forums. Thinking long and hard about his concerns I came to the conclusion he is absolutely correct with his evaluation.

That evaluation is in discussions on sales forums some do not bother to discover the context of a question. A forgotten basic piece of sales information is shoved to the side and most sales pros are ready to throw down at the least little difference in theories. The question of context is a fantastic core belief with all sales processes. Without having the knowledge of why, how, and what, when, where, to a specific question how can a refined defined answer to that question be spouted off the lips of a sales professional. However it seems the vast majority including myself assume the context.  The forgotten “How do you mean” is a specific question to ask about any certain question that begs for a reply yet is ignored.

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It is a Matter of Context.docx

Body language; how does it affect a sale and what does it mean to the sales professional?

Often during the sales process I find that the body language of the client is thrown to the wayside and never regarded as a great way to gage the progress of events during the sales process. Suppose we knew that a higher percentage of communication is consumed by body language. This is also called nonverbal communication.

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Body language is very important conveying a belief in your products.docx

A Life of Selling

The other day during a conversation with friends we started to revisit the past thinking back to the start of my sales career.  Where did it begin and how did it begin I was asked. I thought only of my employment opportunities. Then all of the sudden it struck me that it started prior to employment. It started with me trying to discover what bad girls do.  I do have my doubts as to who was selling whom, what during those days. Dressed for the nines loaded with confidence, liking my loving like I liked my music, preparation for the evening is required to reach the pot of gold at the end of the rainbow.   I found that I could accept that defeat is part of the game and is sure to happen while searching for the perfect score of the night that I must be resilient, quick on my feet and ready to respond to the spoken word or unspoken body

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A Life of Selling.docx 

 What is the difference between you and me? This was the questioned asked this morning from one of my co-workers. One of our staff visited a client of mine. The client called to have some concerns answered. In the minds of our office staff and the sales technician it was all about a price issue.

WRONG. It was a value based concerned where the client believed they were overcharged for the service rendered. Our office tried to compare and question the first trip and wondered why the client had no concerns for that trip and completed transaction. The sales person questioned how it could be anything other than price. The first visit the client spent over two times the amount charged for the second visit the client and the second visit installation took longer to complete. How can this be a price concern?

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The Difference.doc

The Real First Rule of Sales

Has anyone in the sales industry ever made mention to the fact that the sales professional is required to take a break every now and again. Gaining information at every opportunity is great, however, you do need a break.  All work and no play does make Jack a dull boy and possibly affects your body, mind, and soul.

The one call close

There are no magic bullets or one size fits all or one type of selling that works on all people. Over the years I have discovered many different ways to communicate effectively and move forward with the ownership exchange today. I have done 300 dollars to 32,000.00, and 105,000.00 dollar deal on a one call close. I do a 9,000-15,000 dollar deals in a one day close once a month with b2c.

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The one call close.docx

Community trade show fun

Recently I had the pleasure of working a local BNI trade show held for a local subdivision. The event was awesome and the people who visited the trade show were fantastic. I enjoyed myself completely and it allowed me to hone my people skills and communication. I was able to reach out and have great discussions both business and personal with so many of the visitors.

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Community trade show fun.docx

One of my many resolutions for the New Year is to be more aggressive with sales. I made a conscious effort to lessen my fear of rejection and start to discuss with the client everything I see that requires attention. This means I stop making decisions for the client concerning what I believe to be important to the client.

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New Year Resolution.docx

Price only shopper

Every once in awhile each sales person will eventually have to deal with a client that really wants a price only. This is rare in the grand scheme of things when a client really only wants a price. I personally know if I gave up to a price only client I would lose half of my sales. I have great difficulty understanding the premise to prejudge a client and throw them away without discovering why they want a price only.

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 Price only shopper (2).docx

Give me a price!

When a client demands a price what do you do? There are many schools of thought regarding a client that requests a price only. Some say give it to them others other refuse to give a price and still others want to know why they want a price only.

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Give me a price.docx

 They speak with the eyes of truth believing what they see 

is the truth 

 When adults want the brutal truth they should speak to a child. A small child is fascinating to listen to and to watch, they react with action. They do not take what is stated and dissect it trying to discover a motive. They react to what is seen and heard and tie that to either understanding or not understanding.

  Children project innocence and visualize actions as being above suspicion. It is impossible for them to conceive different definitions defining actions or reaction. Sometimes they have a look of bewilderment and amazement when they do not understand. The look that neutralizes adults and warms their heart and this demonstrates to the professional the necessity to use descriptive words that paint a clear concise image that conveys the message without distractions. They speak with the eyes of truth believing what they see is the truth.

  Often what is visualized by a child is the truth to them. Without having the ability to deduce, it is reduced to the most basic or simple concept that they understand. What is implied is missed however the real representation of the meaning is boldly remembered? There is no gray area it is; either it is or is not.

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They speak with the eyes of truth believing what they see is the truth.docx

  Discovering ways to improve can be quite frustrating when there are no suggestions and experimentation is the only avenue. It becomes trial and error finding something that may work and does work. More often than not there are many more discoveries of ways not to use than ways to use. The suggestions have been read and do more reading and not to limit the reading to the immediate profession. Read books concerning sales, management and marketing.

  Another discovery made encounters the different ways that people learn. Some people learn by reading, others by doing the certain task. Still others learn with verbal communication. Quite often people learn by observation. Many more learn by combining the above.

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Expand the ability to communicate.docx

8.09.09

 Teamwork

  It is amazing how many similarities there are between sales and baseball.  The teams are competing against one another. The teams are trying to get to the top and win the prize.  The ultimate goal is to be the only team left standing.  The team is required to win one game at a time. Each team has players that are required to put aside differences for the good of the team. However it takes individuals to perform to send the team to the top. Each team has a star that the team depends on and has more responsibility.

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Teamwork.docx

   Excusitis: Reducing the Sale to a Price

  There are many companies that charge a service charge to arrive at a client’s home. This piece is not whether a service charge is right or wrong. That really does not concern me at this time.

  A short time ago a few sales people were discussing a sales call that went south. The dispatcher at that company waived the service charge with a client. The work scope could have covered the small amount that was lost by waiving the service charge. However the sales people on this sales call protested that the service call charge was waived and used that as an excuse for not closing the call.

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Excusitis.docx

7.22.09

  What are sales?

  Is a sale true when the client suggests to the sales person that they want this and say by the way while you are here and show the sales person the times they want replaced?

 When a client informs the sales person that they want several items the sales person becomes an order taker and not a sales professional. This is falling into the sale and these are far and few in-between.

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What are sales.docx

    You said what?  What does it mean?

  Motivating people to take action is a difficult endeavor for any to undertake and be highly successful. What I have found amazing over the years is the type of communication people and sales professionals use to convey their message.

  Often when I am searching for something and I receive help they want to give me technical terms. I have no idea what they are saying and I am in the same place  mentally with less knowledge than I arrived with however I now know technical terms that have absolutely no meaning. I have this emotion that it is more difficult and I better rethink my original goal.

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You said what.docx

  7.02.09

What is the best way to communicate with your client

  What is the right way to communicate with a client and what is the wrong way to communicate? These are questions that are constantly asked of and by sales professionals. A question that has a myriad of suggestions from sales gurus and the majority of answers seem to never resemble one another. They may have similar suggestions however each is different.  This opens up another can of worms concerning how to communicate with clients.

  around observation. Notice the surroundings and comment on them and create conversation that gives information to the client psyche. Once the sales professional unearths how the client arrives at making decisions the communication becomes straightforward with them.

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What is the best way to communicate with your client.docx

   Why do objections occur?

  Questions of why seem to pop up with every occurrence that happens with daily living. Why am I the lucky one? Why did this happen to me? Why is the client objecting to my offering?

  During the sales process the sales technician rushes through the process feeling good about the client and the solution. This can’t miss sale in the mind of the sales technician and they decide to throw a fast ball to the client asking for the premature sale. The client then drives a line drive off the head of the sales technician. I need to think about it or I have to talk to my spouse or the price is too high or some other famous stall.

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Why do objections occur.docx