Posts Tagged ‘emotional intelligence’

Sales Is All About Facilitating the Angst of Change

Sales is all about change.  You want your sales prospect to change by buying your solution.

How will you facilitate that change will speak to your sales success or failure.

Facilitate is an incredibly powerful word and one that many salespeople tend to ignore. The roots of facilitate are Latin in origin (facere) and translates as “to do” or “to make.”  From facere, the word evolved to “facilis” or translated to “easy.”  In other words, facilitate is simply “to make easy.”

How can you as a salesperson make the change transition to buy your solution easy?  Does this question change how you think about sales obstacles?

Aren’t sales obstacles resistance to change? Possibly you viewed sales obstacles are objections to your solutions?  Yet if you dig a little deeper, they are objections to change and with that change is a lot of angst.

Sales stalls are the surface angst to change. These are usually easy to see and with a little practice can be turned into real sales objections which are deeper reactions usually negative to change.

When we understand we as salespeople facilitate the angst of change, we can then also increase our emotional intelligence because we are now even more aware of the emotional exchange happening or not happening between our prospects and ourselves.

There is enough research about how people react to change.  A good read is Change or Die by Alan Deutschman to understand the far reaches of change.  Our experiences many times reveal change is good, you go first.

The angst of change helps also to explain why some people are risk takers.  Their angst is far less than those who are reluctant to take risks.

And as we enter sales conversations with the goal to make this interaction as easy as possible for the sales prospect, we indeed differentiated ourselves from all those other grays suits.

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Why Go Along to Get Along Isn’t Effective Leadership

Regardless of organization, many in leadership roles embrace the “go along to get along” philosophy.  The problem with this belief is it demonstrates a lack of effective leadership.

Effective is doing the right thing.  In doing the right thing, leaders must first know what the right thing is. This knowing suggests the leader has strong personal ethics and is not willing to concede those basic core principles.

The Hollywood movie Mr. Smith Goes to Washington was all about the “go along to get along” philosophy. This fictional story though really non-fictional revealed how basic core principles take a dramatic hit when the “go along to get along” belief is embraced.

Lately I have witnessed a lot of “go along to get along” behaviors by local government leaders especially.  No one wants to rock the boat, to challenge the status quo.  So they sit like little bobble head dolls nodding their heads in agreement (go along) because they want to get along.

Some may remember one actress who won an academy award state “you really like me.”  The desire to be liked is inherent in most individuals as human beings are social creatures.

However real progress does not happen when everyone thinks the same way. Disruption is needed. Disruption will upset some people.  Leaders must have the fortitude to handle those upset people.

One impediment to effective leadership is a misplaced sense of loyalty.  Leaders sometimes are loyal to an organization or to one or two people.  They fail to understand where they should place their loyalty.

We witness this misplaced loyalty among politicians who are loyal to each other or to special interests. Then there are business leaders who are loyal to their shareholders at the expense of their customers.

Another impediment is the inability by those in leadership roles to provide constructive criticism without personally attacking others.  If some leaders had greater emotional intelligence, improved negotiation and communication skills, they could effectively communicate a “disruptive idea” without others being offended.

Effective leadership always returns to doing the right thing.  So the next time you are in a position where you as a leader (and we are all leaders) are considering “Go along to get along,”  remember to ask yourself what are the “right things” you are sacrificing? 

 

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Why Do We Fail to Understand Salespeople Are Multi-Dimensional?

Salespeople are human beings.  Yet so often those in business fail to accept that human beings are not just one dimension but rather multi-dimensional.

In working with organizations as well as with top performing sales performers, I hear about how one assessment was used to determine the salesperson’s potential. Using just one assessment especially one that is neither statistically reliable or valid is a disservice to the organization and especially to the salesperson.

As in life, one size does not fit all when it comes to clothing, assessments or salespeople.

For example, the DISC Index is a great tool to understand how the individual communicates and reflects his or her behaviors.  For salespeople who understand DISC, they can leverage that knowledge to improve their relationship building as well as sales conversations with sales leads to centers of influence.

The Values Index is another tool that looks to what a person values or what intrinsically motivates that individual. This psychometric assessment tool helps both the salesperson and those in sales management to align the sales job description to the salesperson’s motivation.

Today there is much discussion about emotional intelligence.  Again, this is another dimensional of each salesperson.  Salespeople who are top performers leverage their emotional intelligence to increase sales.

Read Jeb Blount’s book, Sales EQ, to understand emotional intelligence within the sales process.

Finally, knowing the talents of the individual is also necessary.  What I know is most people know with far greater clarity what they don’t do well instead of what they do well. My favorite psychometric tool is the Attribute Index which utilizes the work of Dr. Hartman and the science of Axiology.

Possibly now is the time to expand one’s beliefs about people and recognize each human being is multi-dimensional.  Remember one size does not fit all in clothing or when it comes to measuring salespeople.

Take Advantage of this SPECIAL 2017 LABOR DAY Offer – CLICK HERE to learn more.

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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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