Posts Tagged ‘Sales Training’
Yesterday a colleague, Mark Hunter, came across one of his articles being plagiarized by a fairly well connected LinkedIn member. He notified a group of other sales coaches, sales consultants and colleagues about this plagiarism. The group responded and not even 24 hours later, this particular article as well as all other articles under this person’s name were removed.
I too have suffered from plagiarism. A sales training company in Texas took one of my website pages one for word and copied it to their own website. When I notified the CEO, he called and said he was unaware, apologized and the copy was removed. The CEO blamed the web designer. Over the years I have discovered other blog postings copied and have called out the authors.
Individuals who plagiarize the intellectual capitol of others demonstrate from more than dishonesty within their business ethics. They also reveal they are lazy, lack creativity and are stupid to think eventually they will not be caught.
A recent study by the University of Missouri revealed the financial impact of dishonesty by CEOs. Unethical behavior does translate to the bottom line to a measurable 4.1% loss in shareholders’ value.
In today’s social selling world where content marketing has become a viable sales leads generating channel, being a plagiarist just does not make good business sense. The reason is simple, in spite of how large the world is, it is still a small world. People are connected to other people. Software programs can find duplicate content with the stroke of a few keys.
One of the more simple ways to avoid even unintentional plagiarism is to Google the title for any content marketing in quotes. This way the you can quickly determine if another person has written a similar article. Also this same tactic can be used to learn if your titles are being plagiarized by someone else.
In sales, people buy from people they know and trust. Swiping the intellectual capital of others will not increase sales.Share on Facebook
In sales many seek the quick fixes that range from sales training, incentives, hiring new sales managers, new salespeople or some motivational speaker. Yet in a few days to a few weeks, the sudden burst of sales productivity gradually returns to its pre-quick fix levels.
In the story Alice in Wonderland, Alice approaches the Cheshire Cat sitting in a tree. At the foot of the tree are various paths. Alice asks the Cat “What path should I take?” The Cat responds with “Where are you going?” Alice states “I don’t know” and the Cat then replies “Well any path will take you there.”
Clarity is essential in sales, in business and in life. If you don’t know where you are going with crystal clear clarity, you will end up taking the wrong path.
Many SMB owners and C Suite executives in their efforts to increase sales confuse symptoms with problems. They believe lack luster sales are the problem when in reality the poor sales are usually a symptom of one or more problems. All of these problems return to a lack of clarity. Without clarity there is incredible miss direction and misguided decisions.
For the last almost 20 years I have been working with SMB owners and sales professionals. Given that most have never invested the time to determine where they are going; how they are going to behave and what they are going to do in the immediate future to get to where they are going, I am not surprised by the inability to increase sales or sustainable business growth.
The lack of clarity is the reason for executive coaching. These professional coaches look to support their clients in gaining crystal clear clarity.
Years ago I wrote an eBook entitled Triage Business Planning with this message on the front cover:
Know Exactly What to Do and When to Do It.
Track the Right Things to Produce the Right Results Avoid Misdirected Actions and Misguided Decisions.
If you have any hesitancy when reading the previous words, then you probably lack crystal clear clarity and may be subject to the temptation of quick fixes.Share on Facebook
Most sales training programs look to the sales fact finding process. This process usually involves asking open ended questions as well as doing some research before actually meeting with the sales lead or prospect.
Today through the Internet, there is a wealth of information available to assist salespeople in this fact finding research. Yet one area that is often overlook is the “social history” of the prospect’s organization.
For current sellers looking to sell deeper into the organization, the social history is how did the seller’s firm originally connect with the buyer’s organization. A new seller would look to not only how did other firms connect with the prospect, but who else does he or she know at the existing firm.
LinkedIn can assist with some of this fact finding data. With its recent sale to Microsoft what was available for free such as advanced search now is only available through the paid subscription service. However, with some due diligence this information can be gathered by connecting with other people at the prospect’s organization.
My sense is through your fact finding quest you will probably discover the two or three people who had the first established relationship. This relationship then transcended through other people in the organization. In some instances, the relationship can be several decades old if not older.
The social history of any business is essential because it provides clarity as to what was valued by the original buyer and seller. This clarity can support further sales efforts including prospecting to keeping loyal customers loyal.
Possibly any SMB may wish to begin to construct their own social history through their CRM. This could be a simple sheet showing the various people involved in the sales buying decision directly or indirectly.
Yes sales fact finding is important. By adding social history to your fact finding process may just give you the competitive edge you need to earn that next sale.Share on Facebook
Many people are inspired. They listen to a Ted Talk, read a good book to attend a sales training event. Yet at the end of the day or a couple of days later, that inspirational message is like dust in the wind.
Some firms look to sales training to inspire and fail to move beyond inspiration to what really makes the difference – perspiration. Did the sales team, the sales management and even the Chief Executive Officer turn those inspiring thoughts into actions?
Recently I did a one day sales training event for a rapidly growing local small business with multiple locations. The morning session was for the call center team and in the afternoon I repeated the training with the sales team. Both sessions included over one hour on how to use DISC Index for better communication and sales results.
The reviews of the learning engagement from all contacted were all eight or higher on a scale of one to 10. All call center team members told me the sales training was informative and inspiring. Two of the sales team used the work inspiring to describe the sales training.
After one week, I conducted a follow-up as each session as each employee was asked to set a professional sales goal either as an individual or team. What I learned was the call center team had set a pretty BHAG. Yesterday in speaking with the very happy CEO in our follow-up meeting, he shared the call center was on target to achieve this goal in possibly half the established time frame. Their united progress was exhilarating.
As to sales team, their efforts paled in comparison. A couple of team members never returned my voice mail follow-up call. None of those in the sales team had set a goal.
Until people take action, inspiration remains that just words that feel good. Taking action is where the perspiration happens and what makes sales training, sales coaching or leadership development worth the investment.Share on Facebook
One of the most important sales skills top sales performers can have is to bring clarity to sales objections. This lack of clarity by the buyer is usually evident when stalls surface during the sales conversation. For example a sales stall could be “your price is too high” without any supporting rationale or facts.
Sales Objections Surface Because Many Buyers Lack Clarity As What Is Truly Important to Them
Sometimes buyers do not have crystal clear clarity as to what is important to them. A recent commercial for financial investing demonstrated how to bring clarity this sales objection of “I don’t have time.” The salesperson asked if the buyer was available at 10 am the next day and she responded no and offered what was happening. Then the salesperson continued to ask about different times of the day and each time the buyer said no and shared what she was doing. Finally, the salesperson said (I am paraphrasing) “Wouldn’t you like your investments to work for you as hard as you work each day?”
The buyer physically stopped to indicate she was processing the question and then said “yes.”
Of course this is a commercial, but probably one of the best examples to show how to bring clarity to those sales objections we all experience.
In many sales training programs to sales training books, sales objections are covered. Yet I have not heard or read where this term “clarity” or the “lack of clarity” is included in these resources.
Much of our sales lives and even personal lives revolve around clarity or the lack of clarity. When people have crystal clear clarity about what they believe, they know and they expect sustainable forward progress is possible. Unfortunately, the lack of clarity is truly one of those shadows in our lives, in the background, obstructing our view and hence our thinking and doing.
Speaking of clarity, do you know what you do well? Do you know how you communicate or how your behaviors are viewed by others? Do you know what motivates you to move forward? If not, take advantage of this special opportunity until 2/28/2017 by experiencing these three (3) dynamic psychometric assessments (Attribute Index, DISC Index and Values Index) that will begin to bring clarity to you.Share on Facebook
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.
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.Share on Facebook
So what is the reality of selling? If you listen to many of the sales trainers, sales consultants to sales authors, the reality is 100% focused on the salesperson. Ask this question, make this comment, etc.
However, the reality of selling hasn’t changed since man began exchanging something for something else. Zig Ziglar said “Sales is the transference of feelings.” Each of those exchanges between seller and buyer resulted in the transference of some feelings.
Doesn’t it make sense to redirect sales training to the buyer instead of the seller? Some sales training programs and sales consultants do focus on the buyer as through the application of the DISC psychometric assessment (talent assessment). Those who understand the behavior principles behind DISC can apply those principles through their sales communications with their buyers.
The Selling Myth That Distorts Reality
Possibly one of the the greatest selling myths that distorts reality is sales people create value. The reason this is a myth is because value is unique to each buyer because each buyer is a unique individuals with unique experiences and expectations.
Of course people can be easily fooled since the human ego likes to be front and center with internal thoughts of “Look what me!” Then what happens “Watch me go! I just created value!”
The ego takes over the sales conversation. Now the focus is on the salesperson and not on the buyer because the salespeople believes he or she knows best based upon his or her experiences.
Selling is rather simple thought not necessarily easy for probably 97.7% of the small businesses in the US as they have under 20 employees and for the most part do not engage in buying decisions with multiple decision makers. Complex sales usually require a larger workforce probably with the exception of technology and software programs.
When we remember to keep the selling authentically focused on the buyer and look to create those transference of feelings (relationships), then possibly sales success has a greater chance of actually happening. Just remember sales is a process and one or two calls don’t make for a relationship.Share on Facebook
The marketplace is filled to the brim with sales training, sales books to sales coaches. Yet at the end of the day, what is sales truly about?
My father taught me sales was about buying. You as the salesperson had to build a relationships between you and the prospective buyer or even center of influence to be successful. He believed focusing on selling was a big error and allowed the ego to interfere in the buying/selling bridge. Maybe that is why he shared these two buying rules with me.
#1 – People buy from people they know and trust.
#2 – People buy first on emotion; justified by logic.
In the ensuing years I added a third buying rule based somewhat on the Theory of Self Determination (Deci and Ran) along with the works of Dr. Eduard Spranger and Dr. Gordon Allport that being:
#3 People buy on value unique to them.
The reason I asked the question of “What is sales truly about” is because there is so much focus on the behaviors of the salespeople, the behaviors including motivation of the buyers are often ignored. What happens is the seller gets fairly wrapped up in his or her own ego, the mind is filled with a lot of next step triggers and the actual buying process takes a backseat to the selling process. When this happens, earning the sale becomes far more difficult.
Here is where some sales objections happen as well as where stalls pop up. Now the seller must work far harder to convert the reluctant buyer.
This is why I believe top sales performers naturally know to stay quiet and to focus on the prospect. These individuals also appreciate the autonomy within the Theory of Self Determination and then leverage their knowledge of DISC theory as developed by psychologist William Moulton Marston.
Zig Ziglar recognized what sales is truly about when he said “Sales is the transference of feelings.” That transference always begins with the buyer.Share on Facebook
One of my favorite models is the 5 Star Model for Organizational Development. Jay Galbraith and his colleague created a simple graphic to ensure both alignment between key functions of any business and the desired results. Essentially this model is for leadership as well as sales leadership as it looks determine where the gaps exist between today’s results and tomorrow’s goals.
Results were always in the middle. By incorporating this model into executive leadership behaviors worked to avoid misalignment between these 5 areas.
Executive Coaching Tip: Misalignment is usually the real problem especially when execution fails.
Nearly two decades after working with executive and sales coaching clients, I realized a similar model would be beneficial for those in individual sales leadership roles. This model could work in tangent with the 5 Star Model for Organizational Development.
What I developed is the 5 Star Sales Leadership Model™. Here the focus is still on results. This model looks to the individual salesperson and where there also may be misalignment impacting results.
- Goal Achievement
- Sales Process
- Sales Skills
What I have observed is many times a singular focus when it comes to the goal to increase sales. For example, there is a flurry of activity on sales training for improved sales skills and yet very rarely is goal achievement included in sales training.
Maybe the SMB is forward thinking and has taken to developing talents. However, that talent development sometimes works against self leadership especially motivation.
Sales results are not just because of one aspect of the salesperson or the SMB. No, the results are because of interconnected aspects. The 5 Star Sales Leadership Model™ brings clarity to those interconnection points and looks to simplify what might be limiting the salesperson and consequently the SMB from achieving the desired results.
This week, I will review each point of this model to further explain the rationale for each point. I look forward to your feedback.Share on Facebook
How many sales training programs focus on “building rapport?” Shouldn’t our sales behaviors be more intentional? Shouldn’t we be building trust from the first handshake, the first exchanged words?
Now the word trust is from the Old Norse language and means “strong.” To be successful in sales, one must have strong relationships with sales leads, prospects, customers, vendors and others.
In spite of all the hype about technology and salespeople becoming obsolete, people in the marketplace be it B2B or B2C still buy from people they know and trust.
Have you seen those billboards with the realtor or physician or salesperson smiling from ear to ear? Do you sense some lack of authenticity, some insincerity in their sales behaviors? Do those feelings build trust?
By building trust, we establish a more solid relationship that goes beyond just building rapport. One can have rapport without trust.
In reading some data collected through Marketing Sherpa of 2400 consumers, highly satisfied customers top response was by 56% “I consistently have good experienced with it” and the bottom response at 18% was “It puts my needs and wants above its own business goals.” Yet for highly unsatisfied customers, the top response at 35% was “[insert Company name] does not put my needs and wants above its own business goals.”
Finally, some other research Professors Soutar and Sweeney for brick and mortar stores can be applied to B2B marketplace. Their findings suggested salespeople should not be too pushy at the point of sale or worse yet be artificially enthusiastic when following up after the sale. These actions are anti-building trust because they are not authentic.
Building trust comes from being authentic. You truly care about the other person first and foremost. You are not putting your sales quota or desire to increase sales at the front of your mental imagery.
Consider removing the phrase building rapport and think about building trust from your sales behaviors. Possibly this simple action will be just what is required to increase sales in the New Year.Share on Facebook