Posts Tagged ‘emotional intelligence’

Why Are So Many Salespeople Hungry for the One Size Fits All Solution?

Right now I cannot count the number of articles, books to sales training workshops that promise to deliver what I call the one size fits all sales solutions.  From the top five closing questions to a proven sales process, each of these sales solutions fail to recognize these three critical buying axioms and one selling axiom.

#1 – People Buy From People They Know and Trust

The fallacy of these one size fits all selling solutions presume the salesperson has established a sound relationship with the buyer and every relationship is the same.  Building rapport in sales (I truly dislike that designation because most people can build rapport with a dog) takes time, a lot of time. Sales research continues to suggest very few people can earn the sale on the first contact.

#2 – People Buy First on Emotions, Justified by Logic

More and more sales research is being complied about the importance of emotions and how those emotions (emotional intelligence) are connected to the brain (neuro science).  Books like Sales EQ by Jeb Blount help salespeople to understand the power of emotions for both the buyer and the seller.

#3 – People Buy on Value UNIQUE to Them

Since each of us are unique individuals, what we value is unique to us. One of my dearest friends will only buy white or silver cars as her current house is white.  She has shared with me numerous times how car salespeople try to sell her a red car and ignore her desire (think value) for a white or silver one.

#4 – Most Salespeople Do Not Know Their Talents; Thereby Fail to Leverage These Talents

After working with hundreds of salespeople, I can honestly say the super majority, well over 90%, do not know their talents.  The one size fits all solution works against not with the talents of these individuals.

Yes I know salespeople are hungry to increase sales. However, when that hunger ignores these three buying axioms and one selling axiom, the goal to increase sales will not be achieved or it will be much harder to achieve.

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Tone Deaf Executive Leadership Ignores What Customers Value

Once again corporate executive leadership demonstrates how truly tone deaf it really is.  The recent Tweet war between Delta Airlines and Ann Coulter reveals that Delta leadership does not know what their customers value.  Hint for those in leadership roles – It is not the money.

When customer pay for something, they expect what they pay for.  Pretty simple.  In the case of Ms. Coulter she expected to receive additional leg room given she pre-booked and paid for a seat to give her that extra comfort.  Given her financial status, I am sure she would have paid more, but $30 was the going rate.

Tone Deaf Executive Leadership Thinks Only About the Money

Someone in an executive leadership role who offered her the $30 as a refund and then went on to defend the removal of her from her paid and pre-booked seat was beyond tone deaf.  I do not know the reason for her removal outside of the presumed fact she was not creating a problems with her fellow passengers.

Today, social media sites such as Twitter allow individual customers to have the power of the ink without any cost.  Possibly they have forgotten this quote attributed to Mark Twain as well as to Former Congressman Charles Brownson, Indianapolis Republican:

“I never quarrel with a man who buys ink by the barrel.”

When executive leadership or even management believes customer service is all about the dollars and they forget customer loyalty is about how they treat people. To say Delta’s customer service was horrendous is an understatement. 

Being tone deaf now has disrupted customer loyalty. Loyal customers may think twice about the obvious disconnect between what they value and what Delta believes they value.

Sales and Leadership Coaching Tip:

Value is unique to each buyer (customer).

The tone deafness demonstrated by Delta Airlines executive leadership also reveals the total lack of emotional intelligence.  These leaders failed to recognize and understand a paid customer’s emotions, but only recognized their own emotions.  This is why they failed to manage both.

Want to know how your own emotional intelligence?  Schedule a short free call with Leanne by CLICKING HERE.

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You’ll Talk to Anyone Is a Sales Prospecting Necessity

One of my most favorite people, Michael Sleppin (who is now retired) saw strangers as a sales prospecting opportunity.  Michael would talk to anyone and by being so open he made incredible contacts.

Yet we as children are conditioned not to talk to strangers.  To overcome this negative yet protective childhood conditioning requires us to leave our comfort zones and to accept that our FEAR of talking to strangers is False Evidence Appearing Real.

Another colleague said she looks at strangers “as friends I do not know.”  This is her mental strategy to overcome that negative childhood conditioning.

Of course, we still must practice common sense when speaking with strangers and always be aware of our surroundings.

Last night when dining out, an older woman thought I had said something.  All I did was smile.  She then started talking with me.  We had a great conversations about artists, horses and living in the high desert.  Our conversation went beyond small talk and we connected on several different levels.  Her comment as we were leaving was “We have a lot in common, don’t we?”

Sales prospecting requires salespeople to continually meet new people.  This is why there continues to be an argument about cold calling whether it is viable or not.

Cold calling supports the traditional conversational sales skills and even more so emotional intelligence. By having conversations with complete strangers allows the salesperson to hone his or her emotional intelligence skills. Then when more solid sales opportunities present themselves, the salesperson has plenty of real world practice behind him or her.

To learn more about emotional intelligence in sales read this book by

Jeb Blount – Sales EQ.

Today sales prospecting has many channels. Yet if we believe people buy from people they know and trust, having those face to face conversations or voice to voice will allow people, your sales prospects, to know and trust you.

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Customers Leave People Not Businesses

You work hard to build your SMB.  You make the extra effort to show appreciation to your loyal customers.  And then poof, one of your people, with some poor emotional intelligence destroys what you worked so hard to achieve.

customers-emotional-intelligence

A True Customer Loyalty Story

An entrepreneur recently shared his customer experience about how one restaurant manager destroyed his customer loyalty. He then put that destruction into hard cold cash. This friend had a 40 year plus relationship with this particular upper end restaurant.  He was by all accounts a valued, loyal customer.

In the last eight months, he had given this SMB over $10,500 and he determined yearly expenditures were around $18,000.  Additionally he had booked his annual Christmas party for the another $7,000.  His annual sales at this particular establishment amounted to $25,000.  Even for established restaurants, losing $25,000 in annual sales is a significant hit to the bottom line.

The manager lacked the emotional intelligence to effectively manage his wait staff.  He also failed to recognize the importance of maintaining loyal customers.

Now this entrepreneur will take his business luncheons, business dinners and casual dinning experiences elsewhere.  He will no longer recommend this particular restaurant as he had done hundreds of time in the past. So the $25,000 annual sales from this one loyal customer could easily be doubled or tripled.

SMB owners so often fail to recognize the importance of their managers to effectively manage their people while ensuring loyal patrons stay loyal and employees are treated with respect.  In today’s world, we identify this ability as emotional intelligence.  To mistreat a loyal customer with decades of patronage is unforgivable especially if during all those years there was never an issue with the customer.

There is an old adage about employees leaving managers not businesses. This wisdom should also be applied to customers as well.  People make or break any business from the smallest to the largest.  As a SMB owner the question should be:

Can you afford to lose customers and their referrals because your people are unprepared to handle customer situations?

Schedule a time to speak with Leanne Hoagland-Smith (CLICK HERE) and learn how to build emotional intelligence into your employees.

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What’s Your Sales Cadence?

Have you ever given thought as to your own sales cadence?  Probably not, but you more than likely have it.

sales-cadence

Credit www.gratisography.com

Cadence according to dictionary.com is the “flow or rhythm of events especially the pattern in which something is experienced.” The site provides the example of a slight decline or elevation in the pitch of one’s voice at the end of a declarative statement.

When we do not recognize our own cadence, this suggests we do not recognize the cadence of others.  In sales, not recognizing the flow or rhythm of events can lead to a no sale situation.

My sense is there is a strong correlation between sales cadence and emotional intelligence because of this key word – recognize.  When we recognize and then attempt to understand the emotions of others while at the same time recognizing and attempting to understand our own emotions, we then can manage both.  How well we manage both sets of emotions speaks to our level of emotional intelligence.

How often have we heard salespeople rattle off their unique selling proposition statements like a Gatling gun? One could almost hear the rat-a-tat-tat as the barrel spins around and around.

Have you even been in a sales conversation where the sales prospect is very slow and deliberate in his or her responses to your open ended sales questions? Possibly you thought the individual was “not getting what you were saying?” and so you repeat yourself or attempt a different sales question?

Maybe the answer is just as simple as his or her cadence was different than yours?

When to learn to actively listen, we can better understand the cadence of others.  Active listening is essential if your goal is to increase sales.

Possibly these words of Mark Twain may help you discover your sales cadence:

“If the good Lord wanted us to speak more than to listen, he would have given us two mouths instead of two ears.”

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Finally a Sales Expert Took Zig Ziglar To Heart

Years ago I read the following definition for sales by Zig Ziglar: “Sales is the transference of feelings.”  As someone who consistently writes about the impact of emotions in sales, I was so glad to read one sales expert who took the time to write a book about how to transfer those feelings through emotional intelligence.

sales-expertJeb Blount’s new book, Sales EQ, should be immediately ordered, read and committed to memory.  Blount has provided those in sales with a road map to understanding how to use what Ziglar recognized so many years ago.

Emotional intelligence is the missing key within most sales training programs.  The inability to apply EQ might help to explain why 50% of salespeople miss quota.

Just this past week I wrote about how certain words such as “need” should be eliminated from the vocabulary of salespeople.  The use of need in a sales conversation reflects emotional intelligence or the lack there of.

As a noted sales expert, Blount provides many more tips and strategies in a well written and well crafted book.  Even though the book is to help with complex sales, this book will help the SMB salespeople  to earn more sales because people buy first on emotion justified by logic. (Sales Buying Rule #1)

The application of emotional intelligence works with any sales process and must begin within the first phase of attracting attention otherwise known as marketing.  For those in sales who resist the word marketing, then call it prospecting.

Still, an elite group of top 1 percent of sales professionals are crushing it. These Ultra-High Performers are acutely aware that the emotional experience of buying from them is far more important than products, prices, features, and solutions.  As Jeb Blount wrote in another book, People Buy You.

As someone who is considered by some to be a sales expert, I look forward to your thoughts about Sales EQ. Please share your thoughts here or post them on your social media site.

 

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Need, a Word to Be Banished from Your Content Marketing and Sales Conversations

Just this morning in my news feed, I read a content marketing and sales headline “These are the skills you need to have.” The following thoughts quickly surfaced in my mind:

marketing and sales

  • Really, I need to have these skills of (leadership, sales, management, etc.)?
  • What if I don’t have these skills?
  • Will I be less successful without these skills?

The word “need” is filled with judgment and is probably one of the least emotionally intelligent words people in sales and marketing use on a daily basis. One can’t blame salespeople after all they are trained to “uncover wants and needs” in most sales training programs.

Return to a moment n your childhood and think about your parents or an adult telling you any of the following:

  • You need to go to bed
  • You need to make straight As
  • You need to go to college
  • You need to find a good job
  • You need to visit your relatives
  • You need… (the you need list is endless)

Every time I read about “you need” to do this or have this when it comes to SMB, sales, marketing to leadership, I inwardly cringe.  For the last 10 years, I have attempted to remove this word, “need,” from my own executive coaching engagements, content marketing and sales conversations.  I also encourage my clients to replace this highly emotional word with other phrases such as “Have you considered?”

Emotional intelligence is critical to successful marketing and sales.  Jeb Blount founder of Sales Gravy is releasing on March 20, 2017 a book, Sales EQ: How Ultra High Performers Leverage Sales Specific Emotional Intelligence to Close the Complex Deal, dedicated to emotional intelligence specific to sales and one I recommend purchasing.

Of course changing an existing behavior is not easy. And for time strapped marketing and sales people having to speak a few extra words may prove frustrating. My advice is just remember how you emotionally felt years ago when you were told “you need” to do whatever.  That memory should be enough to prompt you to change your behavior.

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Buying Mistrust Is the Intersection of Expectations and Inconsistencies

Yesterday, I personally experienced how just one word creates buying distrust.  I also experienced how a seller recognized and overcame that buying distrust. Let me quickly explain.

buying distrust

Credit www.pixabay.com

Buying Mistrust a Short Story

Two weeks ago I made an appointment at my health care clinic. The intake person said I would be seeing Mindy. I asked who was Mindy and the person responded “She’s the doctor.” My doctor had relocated out of state and was no longer at this clinic.

Yesterday was the appointment. In completing the paperwork, a question was raised about my preferred pharmacy. I told the intake person that I preferred a written prescription so that I can check prices online. She said “you can talk to the doctor about that.”

When Mindy came into the room, she introduced herself as a nurse practitioner.  This caused immediate distrust because my expectation was to see a doctor. I had been told twice I would be seen by a doctor.

I voiced this concern. Mindy recognized I experiencing distrust and gave me the choice to see a
medical doctor or to just continue.  She demonstrated excellent emotional intelligence and I decided to continue with her.

Even after 40 plus years of dealing with customers and being in sales, I once again realized how quickly buying trust can be placed by buying distrust even with loyal customers.  Trust be it in business or one’s personal life can never be taken for granted.

In working with clients, I continually stress the importance of consistency in all aspects especially in behaviors.  Here just one word, doctor, spoken twice to a loyal customer planted the seeds of distrust.

As a side note,  my husband had visited the same clinic. On his visits he has been told he would be seen by the nurse practitioner.  My experience confirmed this organization has an inconsistency in communication behaviors.

Just imagine each day how many customers or patients experience this collision of expectations and inconsistencies?  Who would really appreciate how this collision has the potential to be caused by just one word?

Trust even with loyal customers can never be taken for granted.  Every interaction must continue to build trust.  To fail to ingrain this principle into the organization’s culture or what I believe is truly the sales culture can be the organization’s Achilles’ heel.

 

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CREATE Powerful Sales Conversations

Building upon selling or sales being the transference of feelings, the question then becomes how to ensure those feelings are transferred? In working on some sales training for a new client, I discovered this acronym to do just that – CREATE powerful sales conversations.

sales-conversationsFirst, create means to come into existence where nothing else existed before.  This is especially true for those in sales who may cold call or for inside salespeople who receive inbound sales leads.

People have one chance to make a good first impression and for salespeople this first impression will either open the sales door of opportunity or close the door for good. In realizing the importance of those first sales conversations, this acronym may just help to support crazy busy salespeople in their goal to begin to transfer those feelings between themselves and their buyers (think sales leads or ideal potential customers).

CREATE Powerful Sales Conversations

C – Communicate with clarity and intention.  Be deliberate and cohesive in your communication. Make sure to actively listen because good communication is far more about active listening than active talking.

R – Respect your buyer.  Respect goes beyond normal common manners. Here you showcase your business ethics such as by active listening, not interrupting and honoring any promises you made during your interactions with your sales lead. Also this is where you don’t presume you know more than the buyer.  Leave your ego at the door.

E – Empathy.  For those who understand emotional intelligence, empathy is an intrinsic human characteristic.  Can you identify and understand the other person’s feelings?  Remember, do not confuse empathy with sympathy.

A – Authentic.  Be who you are authentically.  People can spot phonies a mile off.  Anymore it appears buyers’ phony radar system is on HIGH ALERT.

T – Timing. Understanding the timing of your words, your non-verbal body language is also essential.  Great comedians had exceptional timing. They watched their audience.  Rushing through the sales process because of some sales script is foolhardy.

E – Energy.  Being confident, not overly, displaying positive energy all support those transference of feelings. Just think about how many times you purchased from a dull, low energy person?

Powerful sales conversations go beyond the words.  Possibly this acronym of CREATE may assist you in your selling endeavors. Let me know if it works for you.

CLICK HERE if you wish to schedule an appointment on Leanne’s calendar.

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2017 New Sales Behaviors Replace Help with Facilitate

How many times have you heard salespeople say “I help” when engaged in sales prospecting at B2B events? Then they go on and on and on about how they help.  When words are overused, they are like water off a duck’s back. To increase sales means you must differentiate yourself from your competition and all the other salespeople. This differentiation starts with finding new sales behaviors.

sales-behaviorsWhen we examine the word help, there is an implication that the other person is helpless otherwise why would you be offering to help.? This implication may be subtly unconscious, but it is present nonetheless.

Now the word facilitate creates no implication of helplessness.  Instead from its Latin origin and French revision the word means to render easy.  Now in sales aren’t we supposed to make the sales conversations easy, to render them down for better understanding?

Even though help is a word that carries positive emotions so does the word facilitate.  The advantage again to thinking, speaking and writing the word facilitate is two-fold:

  • Not heard so differentiates you from everyone else
  • Does not imply subconsciously the other person is helpless

Also I believe there are two others advantages, though somewhat more subtle.  Since facilitate is to make easy, then it creates a top of mind awareness on the part of the seller to be more conscious of non-verbal communications as well as to his or her own communication style. Tools such as DISC can provide additional insight as how to better communicate.

The fourth advantage is emotional intelligence.  The word facilitate I believe has greater emotional intelligence because it does not make a subconscious judgment of helplessness.

The words we speak, think and write are a window to how others observes our sales behaviors.  To increase sales in the next year or quarter may require for us to look at our own sales behaviors and what actions we may wish to  take to secure those desired sales results.

CLICK HERE to schedule a time with Leanne and learn of a special opportunity if you wish to take the DISC.

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