Practice Better Business

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.

Body language can convey up to 90% of the communication with another person. It starts with the way we appear to a client and that is why the sales professional should always have a neat appearance.The client has a perception of respect that is immediate with visualization. He or she will know right away if you are a serious contender or a time waster by the way you are dressed.

The sales professional should know how to walk towards a client. Stop walking at a slow pace and show excitement in the walk. This informs the client that you are happy to be there and know your product or service is right for him or her. Keep in mind it is the entire client’s perception of the sales professional and in a few moments a decision is made on whether to spend time with the sales professional.  Some sales professionals will say the walk is not relevant and I will disagree with the way anyone walks, walk as if you have a place to go and get there. Slow pace gives the impression that you do not want to be there. It does not give the impression that you are confident quite the opposite. I am a busy person and I firmly believe that my clients are busy too        `.

There is a twelve to one ratio of words thought compared to words that can be spoken. While the client is listening he or she is also thinking of thousands of words going through their head. This is why it is important to keep the client speaking more than the sales professional.

Have you ever watched a person speak and see hand movements to capture the essence of the story? How about the facial expressions? What about the way they move their body during the story to visualize part of the story?

These actions while speaking are meant to capture the audience and their attention. The spoken word can be boring and the audience and in this case the client can lose interest quickly. There are signs to losing the client and these signs can mean a variety of things. A sigh and a turn of the head can mean interest is lost and this is dangerous as it informs the client that the sales pro is wasting their time.

Folding of the arms or leaning back into a chair can mean that I have lost the client with too much information or to technical of information. I am required to stop and revisit by asking questions that engage the client. These questions will identify how much information the client has retained and how much of it is understood.

Rolling of the eyes by the client informs me that I need to dress up my presentation. I am boring the client and I need to step up the communication to the level that is comfortable to him or her. This can also mean I have lost the trust of the client and the solution is not accepted. At this juncture I am required again to ask questions making sure I understand the issue the client is facing. This brings the client back to the viable solution.

There are many ways that body language conveys a message there is no way to cover each and every gesture that clients may make and the exact reason that the client has made those gestures. Some others are but not limited to;

Hand on chin

Folding of arms

 Ringing of hands and fingers

Rubbing forehead

Stepping backwards

Stepping forward

Leaning forward

Eyes looking upward

Crossing legs

 Each gesture will mean something and this means that the sales professional is required to know the client and their buying motives and moods. It means that the personal habits of the client are important. Building rapport and the relationship with the client will inform the sales professional of these habits.

Body language is very important conveying a belief in your products, service and your solution. I am not sure I agree with some of the classifications of body language that experts place however they are pretty solid rules to follow. Mirroring client’s gestures is a useful technique and I use mirroring techniques when I need to acquire cooperation from the client. I will mirror them two to three times then I take the lead to see if they automatically mirror me. When the client does follow I know I have cooperation from them. Sometimes when mirroring does not work I will ask a favor from him or her for cooperation such as a cup of coffee or a glass of water.

 However body language conveys to the client many messages. Have any of you ever have the hairs on your arm stand up while speaking to a client showing passion for the solution and that it is the only solution that the client should consider. Your eyes should be gleaming with confidence regarding your products, service and value, solution that you never take your eyes from their eyes or eye.

Use hand gestures to make valid points. Visual use of your hands that go with the terminology that you are using enhances the definition you are defining. This adds passion to the presentation making it more real to the client. The visualization allows the client to see what it will do for him or her.

These are just a few ways to use body language to your benefit.

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 language.

Somehow I never realized that this is selling. Though it is in the most basic form yet truest form of selling that is experienced. The product was me, the service was me and how the product was packaged was relevant and extremely important. Perception was the introduction. The all too famous first impression allowed me to sit down and start building rapport basing a relationship.  Soon the verbal communication that follows starts lending a hand to trust and value.  During the information gathering time discovery of all decision makers are found. The facilitation of change with all the girlfriends had to meet acceptance prior to any decision to move forward.

 During this time a realization of overcoming fears, objections and then answering questions and concerns covering a wide verity of situations became the objective. Once all criteria were met the confirmation or authorization process started. By no means is the sale final at this point. A follow up is required. Now and only now after all the bases have been covered the sale is ready to be presented for the final approval. Everything up till now was a trial close preparing the client to accept the package and receive ownership.

Here I thought it was a rendezvous to meet a lover when all of it was preparing me for my future in a sales career. I am required to say I am happy that I was able to turn the page and make this profession my life. I am amazed at how I can look back to the past and see how it shaped the future.

How did your past shape your future? How did it prepare you for the world of sales?

 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?

 The difference was the time spent with the client explaining and answering concerns prior to the start of the job scope. The difference was the conversation about the client and gathering information about the client. The difference was remembering what the client stated and repeating the conversation with the client. The difference was the entire first trip was about the client and for the client. The difference; knowing the history of the client and become interested in that history.

The next huge difference was the professionalism with the speech and communication. The difference is the professionalism and quality of workmanship.

  These are not small differences they are HUGE . The differences make the difference between an enjoyable ownership exchange and buyer’s remorse.

 Start today making a difference. What is different with you and the next sales professional?     

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 one day close once a month with b2c.

I have discovered that roughly 75-80% of my sales are relationship sales and the rest is split between educating and consulting with the client.

The relationship is discovered by talking to the client and finding out what is important to him or her. It could be money, the issue, and the vacation they just had, sports team whatever it is find it. Find this and ask questions that give you information about the client. This information will give you a plan or way to communicate. Communicating in a way that the client fully understands is paramount.

 Forget your technical knowledge at this time. The old adage that the client does not care what you know until they know you care is spot on. Once you have discovered the personality and mood of the client start to move forward. Tie the key points to the client’s important hot spots whenever you can. The client informs the sales professional how he or she wants to be talked to and what is required to know prior to moving forward. Become familiar with the clients body language, tone of voice and what words are expressed with different intent.  Taking the time to understand the client and their motivation is very important. None of this is about me or my organization at this time. It is all about the client.

There is so much more to this than what I have described and I would like to touch on the three different levels. The relationship becomes tied together both professionally and personally.

 Educating the client happens when the client has little to no knowledge of the product, service. It is teaching and communicating in a style that gives them knowledge to make a wonderful decision that best fits their life.

Consulting the client when he or she has knowledge either confirming that the proper knowledge fits the requirements and when it does not guide the client to understanding why it does not and move him, her towards the right direction.

Building value is required with every client. The value must be more than the dollar amount. During the rapport building you will discover what is value and valuable to the client. Eventually what the sales professional knows is required to shine wait for that time and then bring it out and still use terms that the client knows and understands. It is extremely difficult to bring a client back when technical terms are used making them feel stupid. With each level of client the discovery of what words to use will be explained to the sales professional and how technical you can be during the presentation of solution.

Remember it is how you say it more than what you say. You can say anything as long as it is framed in a ethical, intelligent ,respectful way.

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.

My main goal was to reach as many of the people and help guide them to become part of our family. It was not to sell the people merchandise. It was to inform the people that we love our jobs and we have fun with our jobs. We had a blast talking with the potential clients using humor, seriousness, and generalizations. I had the best time speaking to the people about their lives and where they were from and how they enjoy Midwest Florida. The potential clients were able to see that we really wanted to be there with them and that we enjoyed what we do.

Many of the people made statements that we were very professional yet still liked to have fun. They commented that they had the most fun visiting our booth setup over those who tried to make a sale. We were able to accomplish our goals of being memorable to the potential client and thusly be remembered. Many did not want literature however after speaking to us they insisted on taking literature with them and especially the sales technician’s business card.

It was a fantastic day that was loads of fun and I cannot wait to do this again and meet interesting people who will be in our future. Start today becoming a difference maker separating you from the competition.

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.

 This past week this attitude has been fantastic. I was sent to a client that wanted an inspection of the plumbing system of a home the client just purchased. When I arrived the home owner immediately informed that another company has already been to the home and sold them a new air conditioning system and that they would install a new hot water heater for free with the ac system.

II did my inspection and started to develop my presentation. The co-worker I am training made the statement why we are here when they are already receiving free work from another company. I replied let that slide off your shoulders and let us see what develops.

I then started to work on solutions and my presentation of the times that I saw that needed to be addressed that the other company somehow missed. I love my competition as they have no clue and only see the obvious along with a monkey see monkey do attitude.

I went for an inspection and came out with over 1800 dollars worth of plumbing work. I may still receive the water heater that the other company is supposed to do for free. It will depend on the quality of heater the other company decides to install. If the other company follows my recommendation than they will install it if not it is mine for an additional 1000 dollars.

A second client this week chose me over another company knowing I was almost one grand higher than my competition. They informed me of the price they were given when I waltzed into their home as I arrived. After the job was completed I asked why they chose me over the other company. The reply they liked the way our office responded to their need and they loved the overall professionalism that we supplied. They understood my confidence and knowledge and my great desire to help.

This is the time to throw away prejudgments of the client and the why am I here attitude and help the client get what they want. Make that resolution to become more aggressive staying ethical and helping the client receive what they want and need.

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.

I cannot and will not debate the less than 1% that really wants a price only. It is not worth the time or effort and my competition can have that small percentage. What I have learned over time with the client that wants a price only they have been taken by other sales people in the past and this is a defense mechanism that they have built surrounding them. I am required to build a door that allows the client and me walk through.

I have had clients meet me at the end of their driveway then start explaining the problem and demand a price before they let me in their home. I love this client. This client seems angry and defensive and I know it is their wall and their way. When I do not give them a price they usually attack my professionalism and knowledge. Personal attacks that have no meaning or validity and I understand the reasoning behind the attacks and I am required to let them flow off my shoulders and behind me. This is their protection device and I encourage them to seek a third party to run interference for them.

The sales professional is required to show empathy for the client and listen to the concerns. Do not argue with the client or tell them they are wrong wanting a price right away. Explain that it is possible to give a price with the information they have given and then explain how unfair that is to them to give a price without investigating the issue. Inform the client that you have a process that not only discovers the issue but to discover how the client can keep it from happening again. The diagnosis may eventually end up being the same as theirs however the sales professional may discover outside problems that caused the immediate issue.

The other day I had a client ask for a price only. This particular client had information that they gathered from the internet. This is the time my consultant hat becomes visible to the client. I am there to advise the client at that particular moment and help answer any questions they have concerning the product they have gathered information about and intending to own. Knowing the products and other products available allows the sales professional to give them a greater understanding and bring into the light the differences. This is when the client realizes that it is not about price and more about what is best for them. This client chose my higher priced product and services largely in part to the value they received from me.

It is imperative to remain calm and poised to give information and share that information confidently to the client. At times the client may still want to make their own purchase. This is the time that the majority of sales people will try to convince the client of what ifs with that purchase. What if the merchandise arrives damaged and then explain the costs to them concerning returning the product and the possibility of paying for a second product while waiting for the organization to determine if and when the product was damaged. What if the product fails prematurely during the warranty period and the different costs to the client to replace it or the down time waiting for the replacement to arrive?

I prefer to verify the positives of the ownership exchange from me. This includes my warranty practices and my service to the client now and after the sale. This increases my value to the client.

Often times this type of client has already been provided a price from the competition. I am required to discover why they want a price and what is it being compared to before I can determine what it is that must be done. This is done with great questions asking what they have had in the past and what they want it to do for them now and in the future. What exactly do they want the product to do for them? This is another client you are required to wear the consultant hat and verify the information they have received. Discover if the competition has given a price over the phone without proper knowledge of the uses and needs of the client. Often times a person will give a price over the phone without knowing where or what is in the way of the product. Giving blind prices over the phone leads to bad judgment and forces the organization to honor those prices by being wrong in their recommendation.

The point that I am making do not pass up the opportunity that a price only shopper gives you and your organization. Learn to persuade and help the client gain a greater understanding of the products and services that you provide to them while increasing value to them. Changing the attitude of the buyer and seeing the change is a fantastic feeling knowing that they are being helped in a positive way.

Learn to embrace the price shopper as an intelligent shopper trying to get the best and most productive product to cure what ails them. Help them to see the advantages and disadvantages and why they are best suited to trust and employ your skills. All clients deserve the best from the sales professional the time is now to deliver that to them.

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.

Those that have low prices will jump at the opportunity to give a price. The only importance is having the product in stock and a low price. Quality, value, and the relationship is not the primary reason for their existence. They are in business due to having the product and having a location giving into the client’s want of receiving it now with little or no concern for a better product that serves the client better.

This type of selling rarely is effective for the consumer. There is no discovery concerning products that can and will serve them better. It fits the description of that special need or circumstance that has caused the most basic pain for the consumer. The goal is to take care of that pain now with limited thought of making the product better and more useful to them. This is not the fault of the consumer but the fault of the organization for their limited or no training of their sales staff. It is the cheapest most economical way for them to stay in business. Often times the thought process of the organization is I can replace that sales person tomorrow with ease. They may offer a two week in house training teaching how the organization works.

How much knowledge a client has about a certain product does not answer questions concerning why they think this is the best product for them at this time. Asking questions without boring the client is a necessity. Treat the client as an adult and not as a child at this point they are your peer and not a client. They may have the same knowledge or more as you on that product however they do not have the expert status that the sales professional is required to have to ask important questions arriving at an enjoyable sales process.

The organizations that refuse to give a price when demanded have many reasons and align themselves up with those who ask why. There is no doubt that the majority of those who ask for a price have their own reason to demand it. Those clients I have encountered that demand a price prior to a diagnosis do so due to past experiences with unethical business practices of some organizations. This is their way of building a wall or resistance to the situation. It is up to the sales professional to build a doorway that both the client and the sales professional walk through together.

This type client requires the sale professional to build rapport and more trust then normal. It is easy for me to say build more rapport and trust and then let you fish to decide how the sales professionals gains that trust and rapport. This is done with honing the listening skills and become aware of what is important to the client. The sales professional must comment on each small item that is large to the client. Once it becomes apparent that an item is important to the client stick with it until the client understands that you care about them and are generally concerned for their well being. The clients comfort level with the sales professional increases and their ability to communicate and become interested in outside forces that make the ownership exchange more vital to them. The outside forces become the value of your product, services and you.

This type client typically becomes a very loyal client and a cheerleader for the organization and those sales professional. There is no stronger advertisement and marketing prowess then a happy satisfied client that understand  the sales professional is there to help them get what they want and deserve.

The next step in solving this client issues is to know the product benefits and values then matching them to the clients issue points. This is known as solving the problem and become a problem solver. Combining rapport and trust with product knowledge and the client is now aware that you are the sales professional and organization for them for a very long time.

Start today and become an expert at handling the price shoppers that can become excellent long term investors with the organization and the sales professional.

 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.

  The sales professional is required to remember this simple concept when speaking with clients. Often times the client is confused with the actions and words of the sales person and the difference with defining what that means to them.  Having the ability to combine body language with words spoken the sales professional gives the go-ahead to the client to acquiesce the proposal and solution. Without hesitation and concern the sale turns into a positive owning experience for the client.

 Speaking with concise language that the client understands and relates to gives them a sense of being in control. Clients who think they are in control appear as if they convince themselves into the owning situation with little effort. When this materializes the sales process is magical bestowing the impression to them that they have made a fantastic and skillful decision.

 As a child the views are limited to sight that profoundly discriminates against definitions. This informs the sales professional the visual effects affect the process in ample amounts.

  There is a story of a sales professional selling shatter proof glass. He would bring to the table a piece of shatter proof glass and a hammer. The demonstration was to place the glass on the table and hit it with the hammer proving the claim that the glass is safer glass to use. Could words have painted such a dramatic and urgent message to start today using this type of glass in your product today? The truth is clear-cut and the decision to make is inflexible. The only decision is to own .The eyes of truth.

 As an adult the discovery of other ways to complete thoughts enter into the decision making process. However the visual in spite of everything enters the decision without many realizing how it affects their decision and the presentation by the sales professional. It has become part of the routine and is a natural progression using other means to help provide information to accept or deny an offer.

 Buying a car clients usually understand the make and model that they want. What remains in the role of an obstacle with the owning experience and driving out of the dealership with that car? The visual is the lone obstacle. Color and what is acceptable to the client. Everything else can be perfect however the color is wrong. I want a teal color and all they have available is red the sale is lost. Why is color so important? It is visual and leads to a perception.

  It is imperative that the sales professional portray the proper image and professional behavior that the client cannot misrepresent the message. The words used must not have multiple meanings creating confusion and doubts. Start today using visual affects to effectively guide the clients to a positive enjoyable owning situation.

   Using childlike perceptions that illustrates perfectly a picture of ownership without ambiguity driving the client to the best possible decision today is the goal of every professional. Start today painting the visual picture that gives the client the ammunition to choose to own.

  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.

  It can become quite dizzying trying to find a way for improvement to enter anyone’s process. What works for one may not work for the next person. The person is left to realize what will work for them.

  Here is a way to improve the many skills that are required to perform the sales process. This way increases;

• ·        vocabulary

• ·        creativity

• ·        spelling

• ·        grammar

• ·        story telling

• ·        building rapport

• ·        improving  self image

• ·        goal setting

• ·        improvement with answering objections, concerns and questions from clients

• ·        Improving the presentation

• ·        Improving questions to the client

• ·        Communication with others

• ·        Organization skills

• ·        Memorization skills

•  

  Writing a journal is a highly effective way to improve many of the ingredients that provide a successful sales process. The journal will have three different steps to complete in order to gain the improvements. Two of the three will consist of general thoughts and information. The third step will contain the finished product that is grammatically correct and where improvements are desirable with that sale.

  Quite a few excuses are given for reasons not to accomplish journal writing. I do not like to write. I do not have the time. I am not smart enough. I am not creative enough. I do not know what to write. I am a horrible speller. I have not been in school for years. I have routines that I follow. I do not need this. None of the above is good enough reasons not to do the journals. The journal will improve all of the above with time. Any and all excuses that can be made resulting in non action with starting and staying with writing a journal can use the journal for improving that certain skill.

  The item that is required to start with is a notebook or daily planner. This will contain general information describing the sales opportunity. This text will be done in outline form that gives the client’s name, address, and contact number. Next put on paper the task definition and any client information or history that is possible.

  Subsequent to completing the opportunity write down the questions the client asked, any objections that occurred during the presentation and concerns that they had. Write down the replies to those questions, concerns, and objections. Do this with successful and failed sales opportunities.

Take time to write down ideas where the opportunity could improve. Write down better questions that the sales professional could have asked during the opportunity. Put on paper ideas concerning better answers to the client’s questions.

 When time permits during that same day using the daily planner start writing each opportunity in a short story format. At this point grammar, coherency, and cohesiveness is unimportant. What is important is the description of the opportunity and where improvements come to mind.

 Once this is completed it is time to review and change the format to a concise and coherent format. Where each sentence flows and anyone who reads the journal can understand. This is where the journal is transformed into educational information that is used to improve the sales process or any other profession or personal growth. Using this format the writer can apply the principles to find growth and improvement with any issue or concern. It can be used to reach goals, become a better person, and develop better relationships.

  The third and final stage is the completed review using the thesaurus to increase vocabulary. Using the thesaurus allows the writer to use more descriptive words and make it more interesting. Improving vocabulary gives that person the ability to converse with others using words that engage instead of turn off clients, friends, and family.

 It is during the final stage of this format that grammar, complete sentences and coherent thoughts come together. Fragmented sentences become a thing of the past developing improvements with speaking that enhances communication skills that are required to convey messages with those you are trying to convince and influence. Having the ability to use one word that paints a stunning picture that the client visualizes and accepts will increase the percentage of successful opportunities within the sales process.

  Many sales opportunities are lost due to the inability to communicate effectively with clients. Grammar and using words that are not words can damage the presentation beyond repair resulting with a resounding no from the client. Incorrect pronunciation of words can force the client to act with apprehension and doubt about the sales person’s ability to complete the transaction. Spelling incorrectly and using the wrong word does change the definition and alters the terms. Choose you words wisely.

 There is a quote from anonymous; "Watch your thoughts, for they become words. Choose your words, for they become actions. Understand your actions, for they become habits. Study your habits, for they will become your character. Develop your character, for it becomes your destiny."

 Start today to reshape your destiny.

 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.

 Baseball is a funny game. They start out even at 0 to 0. They play nine innings unless the teams are even after the nine innings. When there is a tie they play until there is a clear cut winner.  Watching a game of baseball today is when it hit me. After eight innings this game was tied, 6 to 6. Stranger yet the hits were even at thirteen apiece. Playing for hours still the score was six to six it was like the game had not started. Neither team had an advantage.

  Each team had equal opportunity to win the game. Neither team could take advantage of the other. They were equally matched with the organizations, product and service.

 Finally in the eighth inning the home team started to take advantage. A blooper for a single another single and there were two of the team on base. One on first base and the other on third base, the next person on the team that was at bat has put the bat on the ball the last sixty-four times without striking out. He has not hit safely all sixty-four times however he has made contact sixty-four times. The pitcher threw a nasty breaking ball and the batter reached out and tapped it down right field line for a single scoring the winning run. The next batter made an out however another run scored. When the opposing team came to bat in the top of the ninth inning a team member hit a home run making it a one run game. The game ended with one team up by a run.

 How does this equate to sales?  The organization has many members of the team that comprise the team. There are sales teams that have individual stars that add to the makeup of the team.  The team must work together to advance and achieve the goal of the team. They are required to be structured and have their eyes on the prize. The competition consists of other sales organizations. The client becomes the prize. The different sales teams volley for the right to do business with the client. After weeks and months the teams can find them on equal footing with the client. Finally one teams over takes the other team. It does not take a knockout blow to finish off the competition sometimes it takes only a few minute details that allow the sale to become completed. Sometimes adding to one point is enough to score the winning run when it is an important detail to the client.

  It is necessary that each team member plays up to their ability. It is mandatory that they practice and become better prepared and help the team improve. Each player makes sacrifices for the betterment of the team. The roles of the team members are known and accepted allowing the team to perform at a higher level then the competition.

 It takes a team effort to win the prize. The star individual did not win it by him or herself. There is the call center, marketing, and organization, delivery and many more that comprise the team.  How is your team? Does your team work together to win the prize? How can you make the team more valuable? How can you pull your team to new heights?  What extra effort can you give to your team?

   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.

  Discussing the call and what transpired during the call was fascinating. Listening and understanding the actions of the client and the sales person allowed those on the outside into the real reason why the call went south.

  The client proudly displayed the fixtures and water softener he had purchased from a local distributor. He also had a few other tradesmen in the home working on other proud purchases. After showing the new purchases the question of how much came up.

  They made a statement that their good friend recommended this company and they both lived in another state. They are full of pride being the owners of two homes in two different states.

  The first item that made a difference is the water softener. The sales person started right away with; this is not going to do what you want it to however I will install it. The client replied I suppose you have a better product. Yes I do. How much?

  The next difference; the client had new lavatory faucets and new tub and shower faucets.  The sales person told the owner that it is great that you are changing the old faucets and it was a smart choice. Then taking aim at the tub shower faucet the sales person asked if they wanted to install the new tub shower trim on the old tub shower faucet. The client said sure if it can. The reply it cannot it is not the right one. I can get you the trim that fits. How much?

  The price was given and the client looked at the sales person and boldly made the announcement I always get four bids. I will get back to you. The sales person responded that he had given him three bids and there was no reason to get any other bids. The three bids covered the pricing if they did each item on different days, doing everything today and the other one was doing everything today with a service agreement that gives discounts. The home owner repeated he gets four bids from different companies.

  BUT waiving the service charge stopped this sale from becoming real!!!

  Waving my hand above my head wildly I asked if I may ask a few questions. Sure go ahead they said.

  Who referred you to them? I dun no I take it the reason is also unknown why they want to use us? Did they like the work? Did they like the service? Did they like the product?

 Is this a winter home? Is this a retirement home?  Are their children old enough to visit on their own? Is this a home where their children will be using this from time to time? Are there grand children?

 How did they settle with the decision choosing Sarasota as a destination? Have they vacationed here in the past? Where did they stay when they visited? What is the expectation of their new purchase? Do they want to flip the house in the future? How long were they planning on staying in this home?

  Why were they changing the fixtures in the home the answer because they were old? Now you are guessing. They were pulling the old dirty carpet because it was old. That answers why they removed the carpet however it has nothing to do with the plumbing fixtures.

  What did they expect the water softener to do for them? Why did they think it was going to do and meet their expectation? Did you ask the client if they would like to know more about their product and what it does?

  Why did they choose the faucets they chose? What did they not like about the fixtures they were replacing? How old is the home? Do they know of any other issues with other plumbing items in the home such as the water lines, building sewer or building drain?

   No answer to any of the above questions. One more question to ask are you sure it was the waiving of the service charge that lost this sale?

  This particular sale was doomed to failure from the beginning. There was no attempt to build any type of relationship neither business relationship nor personal relationship. BUT BUT the man kept asking for a price. So what, a great response to give me a price is; we will get to that later or we will cover all that. First there are some questions that will help us decide what the best possible solution is.

  What did transpire the client was informed they were not smart enough to make the correct purchases? Then they were asked to make a good decision to hire this company. They were told they were smart to replace old fixtures then told it was ok to leave the faucet behind the wall installed as is. They were told they made the wrong purchase and it would not fit the existing product. Once again making their decision process ineffective and not something they should trust.  In essence they were told they did not know what they were doing and let me the professional take charge without knowing what you want, need, and desire.

 Discovering the client’s motives, wants, and needs could possibly turn the sale around. There may be additional sales due to those questions and at the very least installation of the client supplied fixtures. Ultimately the client changing the fixtures due to age leads the sales person with this particular sale to a water line re-pipe for safety and no possible flood due to old pipes creating pinhole leaks.

  The client controlled the conversation and how it flowed. They asked the questions and demanded answers that satisfied their request or enabled the client to send the sales person away. Asking questions that compels the client to answer allows them to feel in control. While answering the questions the client gives valuable information to the sales professional. It is personal and business information that updates the sales professional. How in depth they are required to become in their description of the fixtures, better fixtures, and additional sales that the client can understand and accept.

  Price was not the issue, not listening and responding the right way is the issue. Start today engaging the client and encourage them to answer questions that bring the client up to date and ready to enjoy the ownership exchange.

 It is time to start taking medication to rid the disease of excusitis and start taking responsibility for actions and non actions. It really is no the price.

  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.

  So many times a sales person falls into a sale yet they seem proud of the fact that they did little to entice the client into the sale. They did not ask enough questions to discover more needs and wants. Often time’s management misreads the signals being sent forward and rewards the sales person for not doing their job properly.

 The question should be what else did you do for the client? Was their discovery of more wants and needs? A person who holds a service contract yet listens to a radio advertisement and decides to call and book a service call. The sales person arrives and sells the client what they wanted; is this good thing done by the company? No. A better question why did the service contract holder not remember to call due to having the service contract? Yet another question why did the sales person not help the client to discover this problem when they were there the last time? It is time to start making people responsible for their actions or non actions.

 The other day while I was in a hardware store, an elderly couple comes into the store and a sales clerk asks them what they needed. Great start to the process. The couple stated they were looking for a barbecue grille. The clerk responded I have a few on the floor right here. What are you looking for? Terrible question to ask. They already stated they were looking for a grille. At this time they stated they were going to look around. If a sale happens the sales person would fall into the sale. The client stated they were looking for a grille this is the time to find out exactly what they are in search of and why. Better questions to ask in this case what kind of barbecue grille you presently have. What features do you like with that one? Are you looking for one that has more features for you? How often do you barbecue and will it stay outdoors? How many people do you normally cook for?

  These questions are specific and ask the client to give you information to determine what is best for them. The questions inform the sales person what type of knowledge the client has on any given product and how the communication will flow. Do they have an idea on what they want or need or do they have a list that allows them to discover what their want and need happens to be.

 It is now time to stop falling into great sales every once in awhile and start discovering the clients true needs and wants. It is time to start taking responsibility of non action and suffer the consequences of not doing the proper job for the client.

  How is your effort in helping the clients? The sales profession has little need for begging, borrowing, or stealing from clients. What the client needs is someone that is willing to help answer their concerns or questions and make them go away and guide them into a permanent solution. Take action and step forward to have the client enjoy the ownership exchange.

    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.

  I am not feeling well and I make an appointment to the doctor’s office. I arrive and the doctor does his thing and then informs me I have acute viral rhinopharyngitis ,or acute coryza I look at the Doctor and say huh? How much time do I have left? Do I need to get my life in order? Where did I put my will? All these wild questions racing through my mind then I ask a simple question. Doc what does that mean to me? I have a simple common cold that will leave my body in less than a week.

  Remember it is not what is said rather it is how it is said. Explain the product, features, and benefits to clients in terms that are easily understood. The vast majority of clients have no idea how a product works and more importantly they do not care how it works. They only care if the product helps them out of a desperate situation. They want their problem to disappear.

   When discussing warranties with a client the sale person might make the statement that this product comes with a warranty. Ok so what is the warranty is it a limited warranty? What if the sales professional mentions that this product comes with a bumper to bumper warranty limiting any cost to the consumer when a problem does occur with the product? There is no ambiguity with that statement of bumper to bumper warranty and most know what that term means.

  Discussing garbage disposals who really cares that the product is three quarter horse power? What does it do and mean for me? It is state of the art? Ok how does that solve my problem? It does not and why is that important, it is not. When sales professionals converse with clients and uses technical terms it is a requirement that it is followed up by layman’s terms that anyone can understand. Words without explanation leave the client with the same opinion still. It is three quarter horse power that allows it to turn at a faster rate chopping food finer allowing more items to be discarded into the disposal. This can prevent stoppages in the line. Huge difference with communication that is large to the client. Start today explaining how it makes the clients life easier and how it actually does benefit them.

  The other day I was shopping and I asked questions about a product and the sales person started rattling off technical terms trying to impress me with their knowledge about the product. The result was a lost sale. That person showed me that I was incompetent to work with the product. The product would do what I wanted and why I wanted it to do that. However the sales person did not have the one piece of knowledge that was important. That important piece was me. They did not take the time to figure out me and how I wanted to receive what they had.

  Invest time with clients building a relationship while discovering how a client wants to own and how they want informed about the product. Find the knowledge they possess and build on that knowledge. Try not to baffle them with knowledge that has no meaning to them. The client does not care what you know until they know you care about them. You do this with the ability to communicate and articulate with the client that allows them to understand emotionally and mentally. Clearly defining the message with clients informs them that you understand and want to help them. This generates a good feeling and an enjoyable ownership exchange creating the emotion of I want and need to buy this from you.

  Words are a tool and everybody can use them. Start today using words wisely creating and discovering new opportunities and an enjoyable ownership exchange.

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.

  Finding your niche with clients establishes the common ground that is held by the sales professional and the client and the sales process becomes easier. Frequently the common ground is found through questions that revolve 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.

  This is where the science of selling commences with the psychology of sales and what motivates the buyer. It is amazing that most want to skirt this issue and dance around the all important question of why do you want or need this product or service. Many questions are asked when one question suffices and that is simply asking what your reasons for taking action today are? Asking this question by passes time involved with beating around the bush trying to guess or wasting the client’s time by asking silly questions. Often times a simple question is the very best question that can be asked to find the motivation of a client. This question is certain to gain a response. People love to talk and justify their reasons. This qualifies the client quickly to whether or they are a client that is for the organization and sales professional.

  Finding more needs and wants require that the sales professional ask questions. This necessitates that the sales professional listen and hear the clients words. Understanding the use of the product and service by the client and how the client wants the product to surpass expectations for them gives the sales professional the proper information. The purpose of these questions is to enhance the client’s quality of life.

  These questions are called open ended questions. Open ended questions are used to gather information. Why, what, and when, where, how lead a question to comment with statements instead if a simple yes or no.

  Once the information is gathered follow they up with closed ended questions to verify that the sales professional has understood the client’s meaning. Closed ended questions can be answered simply with a yes or no.

  The correct way to communicate with a client depends on the makeup of the client. Some clients need nurturing others need to be informed yet others need to be convinced discovering this early on makes the ownership more enjoyable for the client. Realize what makes the client tick and unlock the sales process that helps guide the client to a great decision.

 The time is now to start asking the proper questions that releases the sales process and allows the ownership exchange to move forward.

   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.

 The sales technician has a deer caught in the headlights look wondering what just happened. The client knows at that instant they have the sales technician in a particular situation where there is only one winner. The sales technician must react and then respond quickly. I am glad you asked that question or I think it is great that you are taking the time to make a major decision such as this. May I ask a few questions?

   Quite often the client’s objection occurs due to the sales technician not following his or her guidelines. The steps were ignored and one was omitted allowing the sales technician to ask for the sale to quickly. The client is not ready to move forward at this stage and they responded to the sales technician’s mistake by questioning the sales technician.

 Forgetting steps to the process spells disaster for the ownership exchange. Many years ago I once had a client that met me at a rental property. The client lived next door and arrived riding a scooter. My process asked clients to walk with me through the home, business, or condo. He hobbled around the home with me then he went outside to sit on his scooter. I asked the client to get off the scooter in a polite way and sit with me at the table to go over my presentation. The client refused to move forward with my presentation or solution even though the solution was correct and gave him options with good, better, and best for him.

  The person who was doing a ride along with me sat in the vehicle and said what a cheap bastard. I looked at him and made the statement what did I do wrong? What could I have done better? What improvements would have enhanced the process? The person who was riding along stated nothing extra could be done.

   Let us analyze this situation. I made the statement he rode over on a scooter. I also made the statement that he hobbled around the home. He is riding the scooter due to having a difficult time walking. I made him walk along with me forcing him to do something that hurt him.

  I then made the same mistake making him get off the scooter to listen to my proposal and forced him to go where I wanted to go to explain my proposal. I should have asked him where he wanted to go and where it was best for him to listen to my proposal.

  I never presented a show and tell that allowed the client to see exactly what they would receive. I made a verbal presentation of what they might receive that could not be seen due to a horribly painted picture by me.

  I did not see nor listen to how the client felt physically then I made the same mistake to equal four mistakes. I did not ask them where they wanted to sit to muse over the proposal. Five mistakes I committed. I forced him to go where I wanted to go now the sixth mistake. I did not do the show and tell close the seventh mistake. The largest mistake, I did not apologize for my mistakes. There you go a lost sale due to my ignorance of the sales process. Stay true to the process and never step over a portion of the process. Everyone makes mistakes the trick is to learn from the mistake and not make it a second time.

  A different reason the client objects to the offering something was said or not said that jumped at the client. With this the body language of the sales technician alarmed the client to step back and reevaluate the offering.  The sales technician using words that bring negative thoughts or subjective meanings to the solution or service that the client starts to have doubt with the owning exchange. Words such as best, sign here and contract, maybe, perhaps and should. The sales technician must know these are horrible ways to start a sentence with a client. The words I think gives the connotation that it is about the sales person and not the client. It will help you solve the problem you are experiencing is a much better way to say I think this works and can stop the problem. Make sure your words are positive and the client now knows the solution works and is viable.

  Time creates another unforced objection. When the sales technician is scheduled to arrive make that time slot important. Not arriving on time gives the impression that the client is not important to you or the organization. The client must receive a phone call prior to being late. This informs the client they are important and if they want to reschedule we understand if not we will be there at a later time if that is ok with them. Not respecting the client’s time is an objection that is hard to overcome. Time is very important respect time.

  Overcoming crucial objections that occur often, start writing them down on paper and cover them during your process. By pass unwanted and unnecessary objections that take up the client’s time and the sales technician’s time. Devote the presentation and process to the client and what is important to the client, the solution.

 Often time’s sales technicians spend too much time covering objections and learning how to answer them that they cause more obscure objections by the client. Your price is too high now becomes the objection of your over qualified to do the job. This task does not need the qualifications that you possess and this states that your price is too high. It is now time to stop adding to the client’s objections and start delivering the solution for the client. The time is now to start asking for the sale.

  This brings me to this objection of not asking for the sale. It is simply a mental mistake by the sales technician that they feel that the client will not move forward today. The sales technician accepts that as real and does not ask for the sale. Simply ask for the sale and enjoy more frequent ownership exchanges.

  These are few examples of why objections occur. Make the necessary changes to become a super star sales technician. Change is tough and does not come easily however in order to get where we want we must not stay the same.