Practice Better Business
For
The Plumbing and Heating service sales technician
2.4.12
Service trades Inspection
Do you do an inspection for your customer? If not, why not? Why do you feel that way or think that way? Do you think your customer does not deserve a free home inspection? Do you think the customer should tell you what is wrong in their home? Do you believe and accept if the customer wanted you to address an issue they would tell you? What exactly is preventing you from performing an inspection? You are looking for work and that is wrong. The customer does not think it is an issue yet why should I?
I take notice of all kinds of excuses for not giving a customer an inspection. None of the excuses have solid backing nor do they make sense. Talking to contractors one of the subjects that cuts into the conversation are customers that purchase their own products. The contractor’s claim customers will not have the correct information nor purchase the right product and whatever they buy is a piece of junk.
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2.4.12
Do you have a Purpose?
It is the start of a new year and it also is a start to a brand new fresh start to an exciting year for business. There are no new magic bullets that will increase your profits and profitability. However it is time to get back to the basics of directing your company. The basics are the same as it has always been in the past and there must be a purpose to the company that will maneuver the company towards unbelievable evolution with customer satisfaction, sales, and completed transactions.
The time to recalculate the purpose is now. The time for action is now. The time for success is today. Once the purpose is clearly defined a plan to arrive can be set in place building a strong solid foundation that will enable the company to have limitless success.
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Do you have a Purpose.pdf
2.4.12
Improper sales techniques
Recently I was asked some questions and to do a favor. The question was have you ever had to come face to face with a very unethical person selling in the trade services. This is concerning a sales person that is preying on people that do not have the mental capacity to make decisions or unable to understand the complete transaction. The practice of selling to quickly without all the pros and cons to the buying facilitation.
This happens quite frequently in the service trades. The main cause is a direct result of the sales person not possessing the proper ability and knowledge to perform their duties. This person lacks the understanding of the cause and effect of the issue at hand. What is understood is the urgency, ability, and availability of the customer and their funding to complete the tasks at hand. Whatever it takes in order to get the most out of hat customer is fully understood without comprehending the long term harm that is created without goodwill existing.
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1.16.12
Gifts
An idea was passed to me recently that made me sit back and reflect on the premise of gifts. Normally when a person thinks about gifts immediately what comes to mind is presents to unwrap. The gifts that were discussed are concerning the talents that a person has inside them and how those talents are used and shared with another person. In essence we are giving the gift of our talent to another person.
Every person has amazing talents inside them that can be given as a gift to another. The points to ponder are; how I can share my gift with another person and how can they benefit from my talents I have to give. What gifts do I possess that I can share and will the other person want the gift? Do you understand or know what your amazing gifts are in order to share them with another? This past week I discovered that many people do not realize their full potential of their gifts and how those gifts will and can affect other people in a positive way.
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12.4.11
No one could explain it, what went on with that service call. Nothing like that ever happened here before or since.
Some customers have had numerous s experiences with service providers and still remain searching for the elusive fantastic service provider. The service provider that will give consistent service that will equal superb value for the customer’s money that will yield satisfaction beyond belief and expectation. Is it that no one cares or knows how to deliver this satisfaction to the customer?
A company should provide a sales system that will ensure both the service provider and customer can and will receive superior efforts that equate to value however a system y itself will not provide satisfaction for the customer. It takes a little more you to help the sales system to enjoy optimum success for you and your customer.
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11.22.11
Ever feel like you are behind the 8 ball?
Too many plumbing, HVAC, electrical companies are facing the exact same feeling. Refusing to join the year 2011 with the way companies need to do business in today’s economic times. Refusing to acknowledge that sales and sales training is necessary for your company will lead to fool’s gold. A false sense of security that you can hold out for better times that most likely will happen or probably will happen is not the way to realize your hopes and dreams of running a successful business adventure. Non action has never produced a winning ticket or a winning team. How can non action help your company grow and be profitable?
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Ever feel like you are behind the 8 ball.pdf
9.09.11
Why don’t we throw the baby out with the wash water?
Many contractors are in search of the magic bullet to increase business. Frequently a contractor must join an association or organization. The contractor attends a seminar or attends a rah rah prep rally for the Association or Organization. The contractor buys into the words hook line and sinker. The message is shouted and the motivation is running rampant at a fever pitch. The contractor notices that other contractors are experiencing the same exact issues that he or she has felt. The contractor feels as if he or she belongs to this group because others are feeling the same pain and itch to fix what is broken.
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9.08.11
Is Sales a dirty word in the Service Industry?
There is a debate heating up in a plumbing site. There are three plumbers that believe sales are a dirty word and one person claims that sales are not necessary in today’s business model. The claim being made is if you cannot use your plumbing skills to sell the product and service then you should not push your ideas with sales. One made the statement that a sales person’s job is to influence. The sales person is there to influence however he or she is also there to help, guide, and serve the customer. Remember the sales person should be the expert and the home owner requires and demands that the sales person give them the proper information to base a good decision.
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9.04.11
Objections; Are they really a sign of interest?
This week has been very interesting and I have multiple things to write about however what I believe is the most important subject will gain our attention first.
Objections from customers are they really a sign of interest? No not at all. They do point to some very interesting observations that all sales people must all take a long hard look at if we want to be really good at sales. Here are some points to ponder when the sale person is receiving too many objections during the opportunity.
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8.28.11
Unqualified and unlicensed people doing service trade work and the damage that can be done.
During recent discussions with other managers and owners of construction service trades many have expressed concern with unlicensed and unqualified people working for home owners. This is a very large problem in this industry. Too many handy persons thinking they can do plumbing, heating and air conditioning, and electrical work. There are many problems with these type people doing the work most noticeable is the lack of knowledge to protect the health of the home owner.
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8.20.11
Steps to ponder while increasing your sales efforts
Working in sales within the service trades is a great deal tougher than most people can imagine. There are many factors that must align with one another before a sale can happen. There are many events that seem to be passed over and forgotten when discussing sales. These missed occurrences can destroy a sale before it starts however many sales people refuse to recognize these details as important.
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Steps to ponder while increasing your sales efforts.pdf
8.14.11
Asking for the sale
Often times we forget to do the most important call to action concerning sales. The sales person forgets to ask for the sale. Sometimes a simple how would you like to invest in this product today? Easier ways too ask for the sale include but not limited to; will you be using cash, check or credit card today? It is important to put closure to the process and stop the guess work to the ownership exchange.
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8.14.11
How does a sales system help the service technician discover client wants and needs?
Service technicians seldom are highly successful when a sales system is not present. The saying fail to plan, plan to fail is a true statement. Flying by the seat of your pants allows you to travel down a road with no idea of where you want to go and how you will get there. At times this is more exciting however more time than not it is also more frustrating to you and those that surround you.
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8.5.11
Sales and client rejection in the service trade industry
In the service industry customers may reject the service technician’s offer. There are many reasons why the client will not say yes to an offer. The very first thing a service technician must understand is why a customer rejects you and your proposal. Often it is difficult for the tech to take a step back and understand the real reason.
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7.27.11
Obstacles of the service technician
Today’s service sales technician confronts a different challenge than most sales professionals. Every person in sales has competition however in the service industry especially during economic downturns many people who have lost their jobs turn to the construction trade to get by and earn a living. Many of these unemployed personnel are unqualified to do both; sales and installation.
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Obstacles of the service technician.pdf
7.17.11
Some Challenging Sales Areas in the Service Trade Industry
During discussions with owners of plumbing companies I am asked what I believe are problems within the plumbing industry and in general the service trade industry within the course of running service calls. There are several points I would like to cover where numerous service plumbing technicians and for that matter countless service trade technicians have overlooked important details that should be addressed and will affect the outcome of the service call.
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Some Challenging Sales Areas in the Service Trade Industry.pdf
7.04.11
I Keep Holding onto Yesterday’s Strategy
Batting those baby blues wondering what more can I do? Give me a little more you. Frequently sales service technicians hold back questions that drive more wants which uncover more needs for your clients. Why does the tech hold back these questions?
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I Keep Holding onto Yesterday.pdf
7.02.11
Who or what do I blame for failure?
Amazingly some owners have very little clue to why they are failing or struggling. Justifications such as I tried this and it did not work so I tried that and it did not work. I am tired of trying different things that do not work and will not work. My area is depressed or my demographics are not the same as yours. My employees do not give a damn about me or my company. My bills are piling up on me and I have to decide what to pay today and shuffle the money to pay the other bills at a different time. I am sick and tired of being sick and tired. At times you want to slap their face off their head and try to knock some sense into them.
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6.12.11
Will the means justify the end with sales?
Will the means justify the end with sales? Are service technicians selling to sell or is there a just reason to push their products and services? To what extent should a service technician try to sell their solution? How dangerous is the situation and will the magnitude of that dangerous situation change how hard you sell? Should there be a correlation between the sale and quality of installation? Is it satisfactory to use a negative suggestion to compel a client to move forward today and purchase your product and service?
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5.30.11
Increase your ability to service your customer
There are many ways to increase your service with customers. One method to facilitate your service and help your organization grow is to provide home inspections. A home inspection will give more information to your customer with up keep and verifying the system is working properly. The more information a home owner has concerning their products and service will assist in keeping breakdowns from happening at the worst possible time.
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Increase your ability to service your customer.pdf
5.22.11
Strengthen your sales efforts with a different point of view.
It is possible to grow during these economic times. Many organizations have not discovered a way to change the direction the organization and are failing to look at organizations that are successful. It is now time to look at how franchise companies operate and copy their actions. It is time to focus on the items that matter controlling spending, spending more wisely and setting up a system with guidelines to follow. The time to freelance and wing it are over it is time to gain discipline and act with a clear concise vision where to go and how to get there.
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5.18.11
Don’t try to sell additional or upgrades here, my customers won’t go for that.
Don’t try that stuff here, people are old school and will never go for that touchy feely stuff. Then start complaining that the majority of their clients when offered two choices pick the lowest priced offering. When 3 options are given they still pick the lowest cheapest priced option.
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Don't try to sell additional or upgrades here,my customers won't go for that.pdf
5.01.11
Why should I buy from you
Research helps to discover different ways to answer this very question and many other questions. I belong to LinkedIn, Facebook and other internet sites and it has been a very good experience for me. I have asked many questions and have had quite a few responses from people across the planet. We all want to think our special areas of work and clients are different. What I have discovered is; people are people and they have the same questions and have similar responses and feelings. When I posed this question to the group; here is what I discovered.
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Why should I buy from you.pdf
4.30.11
Value and what value is?
Frequently sales training is developed for business to business sales efforts. Very little sales training is developed for business to consumer. An overwhelming amount of sales efforts happen and closed daily within the business to consumer arena. It is crazy the sheer number of these businesses that do not invest in sales training. Some types of business to consumer sales are but not limited to real estate, automobiles, trade services, and retail stores such as Hardware stores, Penny’s, Sears, Appliance stores and Electronic stores like Best Buy. In recent times large Home Center stores like Home Depot and Lowes have sprung up.
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Value and what value is.pdf
4.24.11
Referral Fear
Why do sales people fear asking for a referral? Is there a miss placed fear of rejection? Is there a fear that the customer may ask what should I write? Is there a fear that the sale, product or service is not quite up to par? Is there a fear of the workmanship? Could it be a lack of confidence that we have communicated effectively with the customer? What prevents the poor, average and good sales person to ask for a commitment of a referral for their product and service?
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Referral Fear.pdf
4.22.11
I do not think it matters who we think we are or how we think we are. What we say and do is who we are. I must act, react, and respond and this will inform any including me who I am. Krish Dhanam states if I want to get to point B I must willing to do it while standing at Point A. Let your actions say who and how you are.
4.12.11
Business is difficult in today’s environment. Each company must grow in every area including the inside staff. I read this article by Adrian Miller quite some time ago. These are customer tips that every company should use now and in the future.
4.10.11
Your price is too high
How often do you hear those words or words similar? Ever wonder why the client speaks those words and in the tone they are spoken. Why are these words spoken and what do they really mean? What lead the client to speak them and how did the event arrive at those words?
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4.3.11
Is there a Time for any Type or Level of a Lie in Sales?
This subject should never come up in any conversation concerning sales. One of the first things parents teach their children is the harm lies will create. Parents teach the consequences that arise from telling lies of any type or form. None of which are a positive consequence.
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Is there a Time for any Type or Level of a Lie in Sales.pdf
3.18.11
When the Client says NO
The easiest way to discover why a client will say no to a solution or proposal is to put on paper the reason you the sales person imagined the client said no. Take this paper and put it to the side and start discovering the real reasons why the client stated NO. Ask the client if you can ask one last question and that question is what is the real reason stopping you from moving forward? This is the only way to learn the real reason that you hear no.
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When the Client says No.pdf
3.12.11
Is the Medical Profession a good way to Compare the Skill Sets of Sales People?
Often the way sales are done is to compare sales to doctors and emergency room service. I find this very odd to use those as comparisons. Frequently the statement I made that no one asks the emergency room service how much is it going to cost. First there is a difference between needing emergency medical service to selling. Second the people are not prepared to visit the emergency room; they are forced to go there.
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2.22.11
What is a True Relationship in Sales
I have read a lot of blogs, forum pieces, and articles covering sales that all seem to say the same thing hogwash on relationship driven sales efforts. It also appears that these pieces of paper all assume one thing and that is the sales person is only relying on the relationship to receive the sale. If that is their belief then I hope they are my competition. They will lose the sale to me.
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2.19.11
Sales education
Recently I was involved in an on line discussion that involved the teaching and learning of sales education. The person leading the discussion I respect very much in the field of sales. There were statements made that bend the very foundation of sales and my beliefs. I found myself questioning and wanting to know more.
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2.12.11
Flat rate verse time and material pricing
Right off the bat with most of the discussions or debates concerning flat rate and time and material companies owners react to the pricing and work that borders into the ignorant. Each side desperately tries to force the issue of neglect, disdain, and a lack of ethical behavior as part of the argument. When ethics and integrity are absent it does not matter what kind of pricing is available the unethical person will try to take advantage of their customers whether they are flat rate or time and material.
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2.10.11
Baffling, rumbling rambling sales people
Sales people that ramble frequently believe that the client buys due to hearing and listening to the sales person talk. Usually this is the time the client turns off their hearing and starts to doubt that the sales person knows and understands the problem or issue that will lead to a viable vital solution. The rambling sales technician is afraid of silence or a look the client may give.
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Baffling,rumbling,rambling sales people.pdf
1.20.11
Promises fade away
Time and again sales people forget the TASK of fulfilling promises made to the client during a sale and as soon as payment is received the forgetting starts. A completed sale is not the end of the process it is a new beginning to the relationship with the client. A relationship when honored properly will be rewarding both monetarily and personally. A job well done that brings forth repeat business that more than satisfies the client’s wants, needs, and desires while it enhances repeat business.
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12.17.10
What are you willing to do to enhance your value to your company?
Typically when new employees enter into new company and their sales staff there is a strong belief that he or she will automatically become the top sales person in that company. Their past experiences and successes have given the new hire a sense of security and confidence. There is an idea that this is easy and I can establish myself quickly both physically and mentality and show everyone just how good I am. This attitude is loved by management and sales jobs require this type of thinking with that attitude
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what are you willing to do to enhance and increase your value.pdf
12.11.10
Sales efforts
During discussions concerning sales with other people in sales the conversation slowly moves in the direction of sales training. Some good, some bad training however not enough sales training is given to the sales people. Recently I was involved in discussion with a very good friend and the conversation went back a few decades to the sales training that taught the theory of us against them mentality.
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10.23.10
What was you thinking about spending today?
Talking with a service sales technician the other day I was asked several questions concerning the outcome of a service call .REGULARLY a service technician will explain partially why he or she felt a call went south and the client did not move forward with him or her. Generally the reason a call fails is due directly to the service technician’s inability to communicate effectively with the client.
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What was you thinking about spending today.pdf
10.6.10
Influence and help guide a client to a fantastic decision vs scolding and talking at the client
Recently I visited a person to talk about financial stability. We belong to the same networking group and I thought why not. This would be an excellent opportunity to see how the other side operates and understand firsthand what this person is all about and how she went about business.
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9.16.10
Desperate times seek desperate actions.
The preponderance of time the easiest way is not always the most beneficial to the individual or company. The old saying if it is too good to be true it is holds true and steadfast. Time and again the best practice is disregarded due to it being more difficult to complete and is asking more from the individual to give of him or herself. Frequently the individual learns too late that the decision to take a shortcut was made is a horrible one and there might not be a way to fix or make it right. The damage is done.
8.22.10
What happens in the service industry with a service call?
A typical question from a service technician with running a service call is how do I do it? The service technician is required to understand where the service call starts. The service call starts with the branding and marketing of the organization. This is where the client develops interest to call or not to call. It can come from the web site, radio and television advertisements. The best place to gain interest from a client is a referral from a previous client. The marketing of a company determines the procedures of the sales system.
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8.14.10
Hey that was easy! I want that type of client. I can do this and do it better than you, get me my assignments and let me do it. I do not need more training. I am ready to go make some money.
These are typical comments made during the day when I am training, coaching a co-worker with ride along. The majority of the time the ones who stated they could do better fail miserably and end up giving it up or asked to leave. For the record it is easy and fun and I cannot believe I get paid to do what I do. Every day is a new challenge and is met with unconditional excitement that has me coming to work instead of going to work.
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Hey that was easy.docx
7.30.10
How to succeed and help stop failure with the sales process
Why do sales technicians fail? Recently I experienced a difficult decision and it weighed heavily on my mind. It involved a co-worker that I thought was doing our sales system. He seemed able to state the sales system and implied that he was doing each step. Originally the idea of replacing this technician was not mine. I fought for the opposite. I decided to do ride along with this technician to prove that I was correct and this was the wrong person.
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How to succeed and help stop failure with the sales process.docx
7.05.10
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 home or the reverse how slowly he or she approaches the home. 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 at that point.
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How much time do I spend with each client.pdf
6.26.10
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.
I have a firm belief that people practice what they are. What a person says and does happens to be whom and what they are. There is no better indication that the actions of a person are the architect of their character. To continue reading click below
A Deer caught in the Headlights.docx
6.22.10
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 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
6.11.10
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
6.06.10
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
6.04.10
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. Creating a Powerful Sales Presentation by Kelley Robertson The quality of your sales presentation will often determine whether a prospect buys from you or one of your competitors. However, experience has taught me that most presentations lack pizzazz and are seldom compelling enough to motivate the other person to make a buying decision. Here are seven strategies that will help you create a presentation that will differentiate you from your competition. To continue reading click below Creating a Powerful Sales Presentation.pdf |
5.20.10
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
Should objections be accepted as normal activity from a client?
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
Be True to you?
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
3.19.10
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
3.10.10
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
2.24.10
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
2.18.10
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
2.13.10
The Difference
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
1.30.10
The Real First Rule of Sales
With online group discussions this question seems to pop up. It seems everyone has a different idea to what is the first rule of sales. Each person’s viewpoint usually validates their opinion and is logical. Generally speaking the rules do coincide with selling and very good practices to have with your selling concepts.
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1.22.1
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
01.17.10
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
01.03.10
Happy New Year now let us get back to work.
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
11.20.09
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
11.14.09
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
11.10.09
I want to Learn!
I want to learn! Don’t you think I want to become better? Why is this not easy? What do I have to do in order to become more successful? These are questions I hear from sales people who are struggling to acquire more sales or those who have continued to receive buyer’s remorse.
There is no doubt that they want to learn. There is no doubt that they want to do better. There is no doubt that sales could be easier. It all comes down to the last question. What do I have to do in order to become more successful?
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I want to Learn.docx
11.01.09
Complicated predictability of those choosing to own
Sales professionals should concern themselves with ways to predict the action and reaction of clients. How else will a sale be made today and move the client into a favorable situation if the sales professional has no idea how the client will act or react and feel regarding their suggestions.
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Complicated predictability of those choosing to own.docx
9.04.09
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
8.15.09
Expand the ability to communicate
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
8.03.09
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
7.04.09
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 a best practice to communicate with your client?
What is a best practice with sales to communicate with a client in the service industry? What is not a best practice to communicate with a client? These are questions that are continuously asked of and by sales professionals to those that are highly successful at completing sales with clients. This is a question that has a myriad of suggestions and ideas 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 what is best and how to communicate with clients.
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What is the best way to communicate with your client.pdf
7.01.09
Who Decides What is Ethical and Moral?
Ethics and morality; what is it and who decided what it is? How does it relate to the sales profession and sales professional? Each individual must come to a decision what is ethical and moral to them. The organization is required to create a decision and formulate what is the organizations standard with ethics and moral obligations.
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Who Decides What s Ethical and Moral.docx
6.20.09
Core essentials to the sales process
Reading and researching different sales training development programs one finds many contain the same principles. Each enters their spin with what to call the different stages of the sales process. Basically the same steps with different names.
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What are some Core Essentials within a sales process.pdf
6.17.09
Potential
How can you reach your potential? You can never reach your potential. It is limitless it is infinity. You grow expanding your knowledge of life and living. You reach goals then set new goals that drive your insatiable desire to achieve and celebrate. Rejoice in your dreams and the dreams of your spouse and children.
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Potential.pdf
6.07.09
Ask for the sale
Sales professionals sometimes find the ownership exchange a difficult thing to accomplish. The client refuses to make a decision to move forward. Often times the sales professional does not have an understanding why this has happened. They put up with it as one of those things that happen.
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Ask for the sale.pdf
6.06.09
Visiting sales web sites on a daily basis there are constant reminders of things that the sales technician does not want to do with the sales process. Do not do this or do not do that? The web sites hound and pound these items that should not be included with the process spending too much time with what not to do. The words read become implanted in the memory and breeds the thought of failure in the minds of those who read them. To continue reading click below
Getting the right message.docx
More than image
Your apparel gets you into the client’s door. Keep in mind the client determines within two to five minutes whether they want to make an effort with establishing a business relationship. This does not mean they decide to own from the sales technician however they bring about the decision to listen to your proposal.
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More than image.pdf
Speaking with clear intent
Clients are a funny breed. All clients want the value, features, benefits and their expectation explained and communicated in plain words. Habitually sales technicians fail miserably with this portion of the process. Countless times the sales technician includes too much technical data to the client. Trying to baffle the client with technical data that has no value to him or her is wasting your time and theirs. Keep the communication level on equal ground. Keep those terms at the forefront of your mind to discuss at the proper time and use language the client will understand without doubt.
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Speaking with clear intent.pdf
Why do objections occur?
Questions of why seem to pop up with every person and occurrence that happens with daily living. Why am I the lucky one? Why did this happen to me? With sales people it is 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 gives a false impression 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 infamous stall.
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Why do objections occur.pdf
No one wants to be sold they want to buy
Examining the statement; the client does not want to be sold, they want to buy and how ridiculous this statement sounds and what this statement declares. I do not understand this statement yet many in sales make this bold claim. This resembles the sales professional who does not want to be associated with the sales profession and refuses to acknowledge they are in sales. It gives off the aroma that the sales profession stinks and is not an ethical or moral choice to declare oneself a sales person. The true sales professional is proud to be in sales.
The preponderance of sales professionals when they shop for products wants a professional sales person serving them when they decide to own. Why would our clients want anything less? We must understand that clients request the services of a sales person or service technician when they are purchasing outside of their expert knowledge. They require and need help. How will the sales technician help the client if the client does not want to be informed and sold?
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No one wants to be sold they want to buy.pdf