cts-solutions

Are you still struggling with virtual selling? 3 reasons why and what you can do about it.

Fri, 19 Mar 2021 15:59:11 GMT

As we reflect on the past year, it is clear virtual selling isn’t going away. It will continue to be a key driver for finding and converting new business.

March 2020.

Trips were canceled. In-person meetings came to a screeching halt. Budgets were frozen. Unemployment skyrocketed.

The coronavirus pandemic of 2020 drove a radical, nearly overnight shift from face-to-face selling to virtual selling as we all dealt with lockdowns and quarantine.

Fast forward to today, March 2021, and we’re still dealing with many restrictions and limitations.

As we reflect on the past year, it is clear virtual selling isn’t going away. It will continue to be a key driver for finding and converting new business. That’s not to say you can’t meet in-person, but you’ll have to work even harder to earn that right. Your prospects and customers are hesitant; some aren’t allowing visitors and others aren’t even back in the office yet.

We can’t let that deter us. We still need to build relationships, fill our pipelines, and grow our business. We just have to do it differently. We have to embrace this new evolution of sales.

Easier said than done though, right?

For a lot of sales professionals, especially outside salespeople, virtual selling is still a struggle. This transition was forced. Outside salespeople don’t like being told what to do. I know because I’m a sales professional who thrives on interacting with customers, visiting their office, and being able to see the internal operation. All of this continues to be stripped away from us as we deal with the lingering threat of COVID-19 and its variants.

That said, we need to be able to move forward. Everyone adjusts at a different pace, and that’s okay, but you can no longer deny the reality of the situation. If you do, you’ll be lost and left behind – or worse – you might not have a job.

Why are you still fighting it? Here are 3 reasons and what you can do to overcome your resistance.

Reason #1: You don’t believe you can build strong relationships this way.

Is it more challenging to build relationships virtually? Yes. Is it impossible? No.

You just need to approach it differently. When you’re used to meeting in-person, you’re used to benefits like more time for the meeting, more visibility into body language and non-verbal cues, more engagement, and more chances for small talk and side conversations. You’ve probably even considered these things as part of your sales strategy, but with virtual meetings, it can feel like you’re flying blind.

Don’t let that frustrate you. Instead, use this as an opportunity to be more proactive and deliberate about making the time you have for virtual meetings even more meaningful.

How can you gain a competitive selling advantage: Turn your video on.

Although this tip seems simple, it's important to keep your video on when you're meeting virtually. Video allows you to build connections with your prospects and customers by showing them you’re a real human being with a smile. Video also opens people up to trusting you more because they can see you. In addition to making sure your video is on, consider warming up the “room” before diving into business by saying something like, “Before we get going, I just wanted to do a quick check-in to see how everyone is doing.” This can make all the difference in creating time and space within the meeting to establish rapport and make a personal connection.

Reason #2: It’s harder to gain and keep a prospect or customer’s attention.

Virtual meetings in general and video meetings, in particular, are notorious for being exhausting and unengaging. Also known as “virtual fatigue.” Video meetings are far more taxing on the brain because they require more focus than face-to-face meetings. You need to work harder to process everything happening, which consumes more of your energy. Not to mention competing with the many things that vie for your prospect or customers' attention, like their inbox, projects, newsfeeds, and other notifications, which can easily distract them from being fully engaged during the meeting.

How can you gain a competitive selling advantage: Master a shorter sales conversation.

Shorter and more focused sales conversations lead to increased attention and engagement. Your buyers are busy. They only want to attend meetings where they know what the purpose and payoff are. Schedule your virtual meetings for a maximum of 30-45-minutes and make sure your meeting attendees know the meeting purpose, what topics you’ll cover, how long the meeting will take, and that you’ll be using video. The key to mastering this type of meeting is planning.

Reason #3: Technology makes it harder to deliver a smooth meeting experience.

You know exactly how to lead an in-person meeting, you’ve been doing it for years. Virtual meetings have different dynamics, especially when it comes to dealing with technology. It’s Murphy’s Law, anything that can go wrong will go wrong, which can cause unnecessary anxiety that can distract you from playing your A-game. Technology glitches and issues happen, it’s not the end of the world. You just need to be prepared for how to handle it when it happens (and it will happen!).

How can you gain a competitive selling advantage: Practice before every meeting.

An essential part of sales is how you perform under pressure. Whether you’re meeting in-person, over-the-phone, or virtually, you need to anticipate and be prepared for whatever is thrown your way. That means practicing what you will say and how you will say it in the meeting environment. For virtual meetings, you need to practice leading the conversation with the technology. If you’re using any features like chat or annotation, you need to practice exactly how you would as if it were the real meeting. If you’re using a technology you’re unfamiliar with, make sure you try it out a few times before the real meeting. This will help smooth things out and give you more confidence in your ability to both lead the conversation and drive the technology.

Virtual selling requires a significant shift in the use of traditional selling skills to create a more engaging and connected buyer experience. Virtual selling is a mindset. It’s not just about convenience, it’s about having the flexibility to continue to drive relationships while being prepared for whatever life throws at you.

Virtual selling is here to stay. It’s time to stop fighting it and start using it to give yourself a competitive advantage.

ETIQUETTE CORNER:

Virtual Hostess with the Mostest

There’s just no substitute for good manners in all of our daily interactions, and they’re certainly appreciated more than ever in workplace meetings. There are a few age-old guidelines that comprise good meeting etiquette — being on time, maintaining eye contact, paying attention — applying those same principles to our video meetings can go a long way toward a productive business environment. It can also help elevate your reputation into “great meeting host” territory.

1. Be early for the meeting.

Whether you're the prospect or the salesperson, being early is a competitive advantage. It gives you an opportunity to get settled in and provides a chance to get to know your meeting attendees before you get started. Just a few extra minutes can help accelerate rapport and relationship building.

2. Display a welcome page.

Nothing makes a guest feel more accepted or appreciated than a warm welcome. Displaying a welcome page as your meeting attendees join the meeting will help put everyone at ease knowing they are in the right place. You will look professional, prepared, and put together, which helps make a great first impression.

3. Pay attention to body language and other non-verbal cues.

Communication is 55% body language, 35% tone of voice, and 10% the words you say. To communicate effectively in virtual meetings, your body language, and non-verbal communication matter. Vocal tone, eye contact, and appropriate gestures all increase our ability to connect with clients or colleagues, build or reinforce trust, and communicate most effectively.

These tips are just little reminders to help you make the right impression and get the most out of your virtual meetings. Good virtual selling to you!

The Myth: Cold Calling Is Dead!

Thu, 21 Jan 2021 17:28:16 GMT

Recently, there has been quite a bit of chatter on social media and in articles declaring, “Cold calling is dead!” But is it? I think it is more like 99% of salespeople don’t like to do it instead of it being dead. Cold calling could never be dead! Maybe it depends on your definition of a “cold call.”

A colleague I respect from the sales training industry recently said something that I agree with 100%. He stated: “These declarations of death usually come from people who FEAR cold calling, STINK (a different word was used — use your imagination) at cold calling, or both.”

Most of us think of a cold call as walking up to the door of a company we have never done business with, approaching the receptionist, and asking the infamous question: “Can you tell me the name of the person in charge of…?”

Yes. That is one form of cold calling, but that is not what the majority of us do. A more realistic definition of a cold call is: A call (either on the phone or face-to-face) to someone you have never spoken with before, with a specific objective. For most of us, the objective of the call is to set an appointment to talk further.

So a cold call can be a variety of things. It can be a call to: a name on a list, a referral, a new contact within an existing customer, a dormant account, or a prospect in a new territory that you are taking over. It can also be a walk-in to an organization.

There is an art to successful cold calling, but there is also a process to it. So here are five tips to refine your cold calling process:

1. Have your list ready .
The day before, make sure you have the company names, contact names and phone numbers of those you want to call. Mix it up a bit by making calls to those who have never done business with your company, accounts that are now dormant, and referrals. This way, you can go down your list without procrastinating and you’ll have some variety.

2. Schedule time in your calendar each and every day to do these types of calls.
I know you have heard this before! But, I’m not asking you to block out several hours at a time — just for you to schedule fifteen minutes in the morning and fifteen minutes in the afternoon. You should be able to knock out anywhere between ten and fifteen calls in that amount of time.

3. Be specific with your objective for the call and stick to it!
This is where scripting can help you. For a cold call, remember, you are doing interruptive marketing . The person you are calling is not waiting for your call. Instead of trying to get into a long dialog, respect their time and ask for an appointment in the future (on the phone or face-to-face) so they can be prepared. Remember: “How is Tuesday at 2:00?”

4. Don’t get discouraged when you get a “No.”
At the same time, don’t stop making calls when you get a “Yes.” Remember, we are in the business of getting “No’s.” We have to get the “No” in order to find our “Yes.” It is the law of ratios. Make sure you get your “No” ratio. When you get your “Yes,” don’t stop! You are on a high and sound more positive on the phone, so make a couple more dials and capitalize on that happy mood!

5. Be prepared for the negative responses you will hear.
You know the most common negative responses you get when you call. Make a list of those you hear and learn how to turn them around to your benefit. Realize the first response is a “knee-jerk” reaction and not the real reason they will not meet or talk with you. You need to keep going to the second or third negative response to find out the real reason they are saying “No.”

In sales, we cannot stay in business without growing the business and cold calling can be a critical part of accomplishing that goal. These tips presented here may help you overcome your FEAR, or at least dial the STINK way down! Use your art as a salesperson, but also put a process to it in order to gain great results. Let’s just pick up the phones!

ETIQUETTE CORNER:
Putting Your Best “Hello” Forward

While we’re on the subject of cold calling, let’s talk about making a good impression by using good phone manners:

1. When making a cold call, do not use speakerphone.
This is considered rude. People feel they are on stage, even if there is no one else in the room. (On a regular call, if you want others in the room with you to join the conversation, start by using the handheld and then let the person know you will be placing them on speakerphone.)

2. Always state your name and your company name clearly.
This applies even when this is not your first conversation. There is nothing more frustrating than someone calling me and saying: “Hi, Stacia. It’s John.” Remember, you are doing interruptive marketing. In many cases, you won’t have the person’s full attention. Tell them who you are and where you are from, so they can listen to what you are saying versus struggling to figure out who you are.

3. Your voice is your image.
When using the phone, 90% of the conversation is your tone and only 10% is the words you say. Voice tone is critical to your success. Sit up or stand up at your desk when you make calls. This brings your diaphragm up and you sound better. Smile and dial. Yes, people can hear your smile. Put a mirror at your desk and look at yourself while you are on the phone.

4. Guard against talking too slowly or too quickly.
Try to match the speed of the person you are talking to, otherwise your words might be misinterpreted.

5. Allow the person you are speaking with to hang up before you do.
We have all been in the position where we think the conversation is over and we hang up the phone, accidentally cutting off the person mid-sentence. If you make it a habit of hanging up last, the likelihood of that happening goes down.

So put your best “Hello” forward by always using good phone etiquette. Your efforts will pay off!

Solid Old School Tactics In A Technological World

Thu, 17 Sep 2020 15:52:37 GMT

It’s extremely difficult to keep up with the latest technological innovations. In fact, it’s impossible. Things change too quickly. As salespeople, our jobs are already challenging enough without constantly having to learn how to use the latest and greatest new gadget.

How about if we take a break from this new stuff for a moment? How about if we do things “old school” for a change?

I n doing this, we run the risk of being ridiculed. We could hear, “That’s so old school. Get with the program. This is the 21st century!” But can’t the old school and the new school work together? Sure, they can. There is a reason older selling tactics stick around year after year or even decade after decade. Some of the tactics are just about common courtesy, while others are ways to keep you accountable (ugh…not that!) or give you the competitive edge.

Here are five “old school” tactics that are a great complement to the fast-paced technological world we live in today.

1. Pick up the phone.
Our lives are full of distractions. Lots of those distractions come from being constantly connected to our cell phones and computers — emails, texts, LinkedIn, Facebook, Twitter, Snapchat, news feeds…the list goes on and on. If you want to stand out from your competitors, pick up the phone and make a live connection.

If you ask business people if their phones ring as much today as they used to, most will say they don’t. If you ask business people how many emails they get each day, their eyes will roll back as they respond, “Way too many!”

Instead of emailing a prospect, customer, or even co-worker, try picking up the phone. Hearing someone’s voice can be refreshing. Even if you leave a prospect a few voicemail messages that do not get returned, you have put yourself in a position for an email to be positively received because of the effort you have made trying to reach them by phone.

2. Take notes on a piece of paper.
You may argue with this directive because you can type faster than you can write. But does the information you type stick with you? Studies have shown that taking a pen to paper helps you retain the information better than typing it.

So next time you have a meeting, whether it is by phone or in person, set your laptop aside. Pull out a pad of paper and take real notes. You can always transfer the information onto your database after the conversation. See if you pay better attention and do your job a little more effectively. An additional benefit to trying this is the person you’re talking with won’t hear you typing and think you are not giving them your full attention. They know all about distractions, too.

3. Use tick sheets to figure out ratios.
As someone who has been in the sales training business (and done my own prospecting) for 22 years, this technique still works for me. Talk about accountability! The very next time you sit down to do prospecting calls, keep track of your activity by making simple tick marks on paper. Have your list ready. Go. One tick mark for every dial you make. One tick mark for every voicemail you leave, etc. Having a visual of the work you are actually doing is a good reality check.

Instead of stopping after each call to log in the information into your computer, use that piece of paper to write your notes and keep the momentum going. You start to develop a rhythm if you don’t stop in between calls. After you have gone through your list, then put the information in your database all at once.

This experiment does not need to go on forever. Commit to tracking your activity like this for three weeks. Then stop using the tick sheet for a week and see if you notice any difference in your productivity.

4. Handwrite a thank you note.
This is a lost art in today’s technological world. A handwritten note is something people enjoy getting. This small effort can give you a competitive edge. When I mention this idea I hear, “Well, I email them a thank you.” That is not nearly as personal as writing a handwritten note.

Remember, an email can be quickly deleted and forgotten. A handwritten note will be remembered. I write a handwritten note to everyone I talk to for the very first time, whether on the phone or face-to-face. It is a small gesture of appreciation for the time they spent with me, whether I am looking for a business opportunity or not. Take the time to write that note. You might be pleasantly surprised by the reaction you get!

5. Build strong business relationships.
We live in an information age, and that information is coming at us faster and louder all the time. In the midst of all that noise, we must remember, the key to our success in business is still building solid relationships with people.

When it comes to marriage, the stronger the relationship, the better chance it has of lasting. The same can hold true with a business relationship. The stronger your relationships, the more likely people will stick with you and not go to your competition. People buy from people they know, like and trust. This kind of relationship cannot be built by electronic communication alone.

Cultivate your relationships by using all means of communication — phone calls, emails, face-to-face meetings, sending handwritten notes, text messages, etc. We need to be smart about how we use technology and be sure we are relating to others in a personal way.

These tactics may be old school but they can still work. Take a breather. Look away from your screen. Do something different and see how these old school ways can boost your sales. You might be surprised!

ETIQUETTE CORNER:
Navigating the (Un?)Friendly Skies

My job makes air travel unavoidable. But covering great distances…in a short amount of time…in a very small space…with lots of stressed out people…can lead to some bad behavior. There is a shortage of patience and an abundance of rudeness. So let’s not personally add to the mayhem of flying.

Here are some dos and don’ts to make the skies a bit friendlier:

1. Be mindful of the person sitting next to you.
There is no reason why we cannot be friendly to the person or people sitting next to us. If we are going to be sitting very close to someone — whether it is a one-hour or an 18-hour flight — why not just say “Hello!” This is common decency. You don’t have to have an in-depth conversation and bring out the baby pictures, but just saying hello is just being nice. And you never know — I have gotten business from people I have met on a plane just by striking up a brief conversation.

2. Don’t be a space hog.
Airline seats are tighter today than ever, so personal space on a plane is almost non-existent. Don’t be the passenger who decides to take up every possible inch and even infringe on your neighbor’s space. This includes taking over the whole armrest for the entire flight, using most of the middle seat legroom (if that seat is not occupied) or being the dreaded sleeping leaner. Share the space that is provided. That armrest supposedly can hold two arms. Having the middle seat is admittedly awful, but the other two seats aren’t much better. If you sleep, try to stay put. Be cordial and realize all of us are simply trying to get to our final destination without a gross story to tell.

3. Use your inside voice.
I remember telling my children “Don’t talk so loudly. Use your inside voice.” This applies to people on an airplane, too. Use your inside voices! If you are on the phone, or even talking to someone next to you, be aware of the volume of your voice. Everyone in your section of the plane is not interested in hearing your conversation. This issue can become a bigger problem when there is alcohol involved. Take a look around to see if you might be disturbing others. Or better yet, when in doubt, try to quiet it down.

4. Be courteous to your neighbors in back of you.
Airlines have certainly not made it easy for travelers by shrinking the seats and the legroom you get, but let’s be courteous! If you are going to put your seat back, do you really have to put it all the way back? Or could you just go back a little ways to make it more manageable for everyone? Also, before pushing your seat back, check to make sure the person behind you is aware that it’s coming at them. I have seen computer screens crack because the person in front of them whipped the seat back without checking first to see if there was an open laptop on the tray table right behind them.

5. Don’t be tempted to use your seat as your personal powder room.

Be careful of self-grooming on the plane. It’s understandable that we all want to look put-together when we get off the plane, especially if someone is meeting us or we are heading straight to a meeting or event. Doing a quick check of your hair and reapplying lipstick or blush is fine, but that’s about it. There should be no teeth flossing or — can you even imagine — toenail clipping (it has happened) or perfume/cologne spraying. Please! Save it for the airport restroom when you deplane.

So, the next time you are on a flight, be courteous to those around you — and especially to the over-stressed flight attendants — and your journey could be a lot more enjoyable. In the meantime, if you have any memorable air travel experiences you would like to share, email them to me I’ll publish the best ones in an upcoming newsletter and give you the credit. Safe travels!

Interview On The Krista Moore Talk Show

Thu, 02 Jan 2020 16:29:18 GMT

Watch our interview on the Krista Moore Talk Show

How To Be In Control of the Sale

How To Sell In Times Of Uncertainty

Wed, 01 Jan 2020 16:25:48 GMT

Stacia Skinner joins Chris DeBlasio and Marisa Pensa on C-Level to discuss selling and managing during a pandemic.

Smokin’ Too Much Hopium (Reactive Hopium Vs. Proactive Reality)

Fri, 01 Nov 2019 15:41:35 GMT

It’s the peak of the summer season, with most of us dealing with hot and sticky temps for the next few months. Are the heat and humidity slowing us down? Could this also be happening with our pipelines?

As salespeople, how many times have we heard the following:

“Once I’m back from vacation I will be ready.”
“I like what I see and I’ll get back to you.”

“ I haven’t had time to look at the contract, but I should get to it by the end of the week.”

Hearing these responses gives us a much-needed glimmer of hope, maybe even more so in these months filled with vacations and other fun distractions. We feel like we’ve accomplished something, when in reality we’re just smokin’ hopium and keeping our fingers crossed that these sales come through. We don’t have any concrete evidence that we can count on these opportunities, but they sure do sound good!

So what is this hopium thing? Hopium is counting on and forecasting sales that are out of our control. But how do we know when we have lost control of the sale? It’s very easy to figure out. Hopium is when the prospect has control and we are relying on them to take the next step instead of doing it ourselves.

What can we do to avoid hopium? We must make sure that we end every meeting or conversation with a potential customer with a mutually agreed upon “Next Set Time.”

What do we mean by a Next Set Time? It is a very common practice for salespeople to suggest a date (or several dates) and then let the prospect pick the time. In blunt terms, this practice can actually be considered sales suicide. This is a reactive way of running your business compared to a proactive way. To be proactive we need to secure a Next Set Time, which is a mutually agreed upon date and time…on both your prospect’s calendar and yours…to talk or meet again in order to move the sale forward.

We are the ones asking for a meeting or conversation on a specific date and time because it is convenient for us. It shows the prospect we are very interested in doing business with them. People like to feel wanted. Plus, it shows our time is just as valuable as the prospect’s time. When we obtain a Next Set Time, it changes from being gut feel to evidence our prospect is playing ball with us. This is being proactive in sales.

Without a Next Set Time, we cannot rely on the prospect for income. We don’t get paid on wishes and hope, but we do get paid on what becomes reality. Being overly optimistic about the business we expect to come in leads to not prospecting enough. We become comfortable and reactive.

Think about the following:

What are proactive activities?

Prospecting over the phone (gaining new accounts and growing existing accounts)
Spending face to face time with prospects and customers (looking for new business)
Strategizing your next call and planning how you will win the business, including getting that critical Next Set Time
Networking and attending new events
Closing sales!

What are reactive activities?

Answering emails to serve customers
Firefighting
Servicing existing accounts, without up-selling or cross-selling
Administrative duties, internal meetings, stuff
Busywork that is not a high impact activity

In the end, when we snuff out hopium, we have a real grasp on what is truly in our pipelines. We can structure our days, even in these hot summer months, and be better forecasters of what business is coming in. More structure equals more dollars in our pockets. And we can all use those…FOR REAL!

ETIQUETTE CORNER:
Avoiding Introduction Pitfalls

Test your knowledge of introductions in light of the following three scenarios:

#1. You are at a networking event. You have a brand new client your boss has never met. You are standing with the new client and your boss approaches. Who should you introduce to whom?

If your first inclination is you should introduce your boss to your client, you might want to think again. The proper way is to introduce your client to your boss. The most important person in this situation is the client, so to honor that person, the client should be named first and introduced to your boss, and then visa versa.

#2. You are visiting booths at a tradeshow with a co-worker and you bump into someone you worked with in the past. You panic and cannot remember that person’s name. What should you do?

If you answered that you should chat and simply not introduce your co-worker at all, hoping to have a fast conversation and keep walking…oops…try again. The rule of thumb is to admit, apologize and move on. Admit to your lapse of memory, apologize for it and make the introduction, and then quickly move on to another subject. This is a much more respectful way to handle the situation.
(Besides, there’s a chance they forgot your name, too!)

#3. You walk into a meeting at your company and start making small talk with a couple of people nearby before it begins. One person (that you met just last week) unknowingly pronounces your name wrong. What should you do?

If your first thought was you should not correct that person, but just let it slide, there is a better way. Politely let the person know the correct pronunciation of your name. This will prevent them from continuing to say it incorrectly. The same holds true if you pronounce someone’s name wrong and realize what you have done. Quickly apologize and say their name correctly. Time is of the essence.

In conclusion, no one is perfect when it comes to introductions or names. Besides keeping this advice in mind…having good intentions, along with a firm handshake and a genuine smile, goes a long way. Enjoy your new connections!

Gaining The Edge Through Competitive Selling

Mon, 30 Sep 2019 15:36:55 GMT

We have all heard that as sales professionals, we should try to be consultative sellers…taking the time to understand our customers and providing the best solutions from what we learn.

Well, I am here to tell you that all of us are consultative sellers! So how do we differentiate ourselves from other sellers we are up against? How do we win at the sales game? Who wins and who loses?

The winner is the one who is a COMPETITIVE SELLER!

So what is a competitive seller? How do you become a competitive seller in order to outsell your competition?

There is a difference between pitch selling, consultative selling, and what I call competitive selling . Competitive selling is focused on performance under pressure. To be a competitive seller, you must sharpen your skills and get even better at the things you may already be good at.

Selling skills are not something you have or don’t have. Selling skills need to be developed and honed over time to win at the game of competitive selling, no matter if you’re a rookie or a veteran. Your competitors are constantly trying to beat you at your game.

In competitive selling you take on the role of trusted advisor. Whether you are initiating a relationship with a new customer, or upselling or cross-selling an existing customer, what you’re doing is you’re trying to help them, not just sell to them. That’s the driving force behind your interactions with everyone you talk to, every single time.

Today’s buyers are more educated than ever. With a wealth of information at their fingertips, they are no longer dependent on salespeople to educate them about products and services. Just as they are doing their own research, you need to do your research before talking to a prospect or customer to figure out what value you can offer them.

Stop selling without enhancing the value. Start helping. If you can master that concept, and I know you can, I am absolutely certain you will have no problem adapting the skills needed to gain the competitive edge.

Here are a few strategies to help you focus on helping versus selling without added value:

1. Show up prepared and put yourself in their shoes. Know the facts — what are they buying and what are they not buying.

2. Earn the right to ask questions, having a clear purpose or reason for your call or visit.

3. Start with a rapport question before diving right into what the prospect is or is not buying from you. People buy from people. 80% of the sale depends on them liking you. So instead of jumping in and asking about their buying process, stop and ask something about them, such as: “How was your vacation?” or “The last time we met/spoke you mentioned your daughter had a soccer game. How did the team do?”

4. Avoid assumptions. This can result in lost sales, especially with longtime customers. You assume they don’t need something…don’t want something…won’t buy something…because they didn’t want it or need it in the past. You shouldn’t assume nothing has changed in a year, or three years, or more. Avoid assumptions and just ask!

5. Have a plan! You can’t script a conversation, nor would you want to. But you can have a plan for the first three questions to ask as you transition into business conversations. You create the flow!

As they say: “Amateurs wing it…professionals plan it.” None of us can afford to wing it in today’s competitive market. Have a solid plan with measurable results. Execute that plan and be the first one to cross the finish line.

Make 2019 a winning year!

ETIQUETTE CORNER:
Ready for Take-Off?

Air travel can be more stressful than enjoyable these days, as I know from personal experience. However, getting in the right mindset for your next flight just might help.

Here are a few tips regarding airplane etiquette:

1. Chill when it comes to delays and cancellations. No one likes them. Sometimes we may even feel like the airlines are doing it on purpose so we can’t get to where we want to go. But remember…these things are NOT the reservationists’ fault. Keep in mind; you are at their mercy. If you are rude and nasty to them, what makes you think they will help you? Take a breath, smile, be nice and you might be surprised how they can get you on that “full” flight that is leaving within the next thirty minutes!

2. Organize your carry-on stuff. Before boarding the plane, take a few minutes to organize yourself. Instead of waiting until you are seated to pull out your book or electronic device or dig for your glasses or water bottle, do it before your group is called. Place the items you know you want to access in the top part of your bag/briefcase or hold them in your hand. This way you will get out of the aisle quickly to let others pass and be able to settle into your seat more easily.

3. At least say “Hello.” Whether you are the first or last to sit in your row, avoid the temptation to avoid eye contact and be silent. This is just plain rude. You will be sitting close to this person for a period of time. The least you can do is acknowledge that you’re temporary neighbors. You certainly do not have to have a long conversation. Just a simple “hello” is a kind gesture.

4. Don’t get all huffy-puffy. If you picked the aisle seat because you want a bit more room, don’t get offended when someone next to you needs to stand…for whatever reason. You are not the gatekeeper! The person who is stuck in the middle or chose the window seat doesn’t want to bother you, but there is no way to avoid it. So instead of getting all huffy-puffy, let them know it is perfectly okay and stand to let them through.

5. No personal grooming at your seat. You did not just sit down in a swivel chair at a salon or a barbershop. Space is incredibly tight and when someone starts to fix his or her hair…not to mention put on perfume or cologne, lather lotion all over, or pick out lint from between their toes…the space closes in even more. Don’t even think about it. It is rude and even gross. Wait until you get into the airport terminal and go to the restroom to do your grooming. Putting on chapstick is okay, but a full facial is not.

The next time you fly, think about your fellow passengers. Air travel is not as pleasant as it used to be, but with a little effort we can make the skies tolerable — and even friendly — for everyone. Safe travels to you!

Bringing Creativity To Sales

Mon, 23 Sep 2019 15:32:39 GMT

Think about a situation where you’re asked a question and you blurt out a super fast “No” without missing a beat.

Is it when your young child begs for every sweet treat at the grocery store? Or when you answer the phone and a stranger tells you that you have just won a contest you never entered?

W e all have knee-jerk reactions in these types of situations. We shut down. We automatically say “No.”

Many times in sales we face a fast, knee-jerk “No” when prospecting for new or expanded business. If we don’t reach a prospect live, the “No” can be in the form of unreturned calls and/or emails. How do we get beyond this initial reaction or lack of reaction?

Consider these statistics — in 2007 it took an average of 3.68 cold call attempts to reach a prospect. Today it takes an average of 8 attempts! In my line of business, working with a variety of industries throughout the country, I’m seeing a real lack of creativity in these attempts.

Sales is still old school (relationships) with new school technologies to make it easier. The secret to sales success is not giving up too soon and getting creative!

Here are some ideas for thinking outside the box:

1. Leave voicemail messages with a purpose.

Calling someone on the phone is still one of the best ways to connect. Because everyone is looking for the magic potion to gain appointments without using the phone, you might be surprised at how many decision makers are answering their phones these days because they are not getting the volume they used to. If they don’t pick up, don’t hesitate to leave a short, direct voicemail. When it comes to current customers, whatever you do, avoid saying you are “Just checking in” or “Just following up.” This is sales suicide. Instead try, “I was thinking about our last meeting and had an idea I wanted to bounce off you…”

2. Congratulate or compliment a connection on LinkedIn.

With so much negativity in the world, a positive comment has more weight than ever. Once you are connected, a great way to utilize LinkedIn is giving someone kudos on something they recently accomplished. In addition to commenting on their post, send an InMail to reinforce the congratulations. However, whether it is through InMail or via a comment, make it meaningful. Don’t just say “Nice job!” Put some thought into it. You could also acknowledge a newsworthy event at their company. Either one could open the door to a better business relationship down the road.

On the subject of LinkedIn, make sure you do not connect and then forget about them! Keep the connection fresh. Start a conversation by asking about how they found you and give them some information that could be beneficial to them (an interesting article, a helpful link, etc.) but nothing salesy!

3. Take advantage of good old-fashioned snail mail.

The art of the hand written note is a lost art! Whether your sales process is by phone, in person, or via email, sending a hand written note gives you a competitive advantage. Remember the statistics… today it is taking more touch points to gain success. Your snail mail delivery does count as a touch point. Every little bit helps. Think about it. When was the last time you got a hand written note?

One additional tip on snail mail — for prospects who fall into the black hole and are not calling you back, try sending something totally unexpected to them. I have a friend in Atlanta who sends peach preserves and comments about sweetening things up. Find something unique to your hometown and get creative!

Ask yourself: “Is there anything I could send with a catchy phrase that would grab their attention?” Sometimes the quirkier the better!

4. Get the cameras rolling for a truly unique touch point.

Video can be your friend! It’s an underutilized technology. Remember, sales are still old school (relationships) with new school technologies. There are lots of free resources available for creating and sending video messages. Think about how personalized your sales message can be — your voice, your smile, your enthusiasm for what you are selling will come through and possibly make all the difference. Grab their attention and shut down that knee-jerk “No!”

5. Send very short, well-timed professional emails.

Emails can be effective touch points, but only if they are concise and purpose-driven. Peoples’ inboxes are extremely cluttered. If the purpose of your email is to ask for an appointment, limit your email to two or three paragraphs with a clear purpose and then give two time options for the requested meeting. Also, once you secure a meeting, include agenda items for discussion in your calendar invite. When the purpose is clearly spelled out, it reduces the number of cancelled and rescheduled meetings.

There it is. Can you add some good ideas to this list? Remember, don’t give up too quickly. Back to the grocery store example…kids are amazing at being passionately persistent and at times they can be very successful. (Darn those candy bars at checkout.) Step out of your comfort zone…get more creative and persistent…and enjoy increased success.

Good selling out there!

ETIQUETTE CORNER:
You’re Invited!

Since we are so close to the holidays, I thought it would be fun to talk about holiday etiquette. This is the time of year when parties start popping up. You might be heading to a friend’s house for cocktails, to a dinner party or to other holiday-themed social events.

So here are a few tips to keep the holidays merry!

1. Be careful of being “fashionably late!” There is a fine line between being slightly late to give the host time to be prepared and being so late that it could be considered rude. Keep this in mind: if food is being served at your get together do not be more than fifteen minutes late. The host is having a hard enough time getting things together. If you arrive 30 or even 60 minutes late you run the risk of ruining the dinner they have been working so hard to prepare.

2. Be a thankful guest. When you ask if you can bring anything to a party many hosts will refuse your offer. But that refusal may not hold if you offer to bring something specific. Offer to bring a shrimp cocktail appetizer, a variety of cheese, crackers and nuts, or a dessert of some kind — pumpkin or rhubarb pie — so you can take something off of the host’s plate of things to do. Of course, a bottle of wine is always welcome, especially if you choose one that will compliment the meal or food being served.

3. Show your appreciation. If you are invited to someone’s home, whether during the holidays or at any time of year, give them a small gift to express your appreciation. Acknowledge all they have done to make this event happen. This gift can be as simple as cocktail napkins in a cute holder, paper hand towels, dishtowels, appetizer knives, or metal toothpicks to use to spear olives for cocktails. Keep a variety of small gifts on hand at all times. The possibilities are endless and your kindness will not go unnoticed.

These tips are just little things you can do to show your host(s) how much you really appreciate them. Have a wonderful holiday season!

Maintain Control Of The Sale With NST – Next Set Time!

Wed, 28 Aug 2019 15:33:42 GMT

Stacia Skinner joins Bob Perkins on Inside Sales Studio for MMSM to discuss how to maintain control of the sale with her tip NST – next set time!

Get Inspired – Become A Sales Olympian!

Wed, 21 Aug 2019 15:44:15 GMT

The PyeongChang winter Olympic games are in full swing. It’s riveting to watch the drama of the Olympians pushing themselves to the limit to achieve their personal best.

T he range of sports and level of greatness are amazing, from the biathlon to the luge to figure skating, just to name a few. In the biathlon, for example, it’s incredible to see how these athletes can quickly quiet their breathing after battling through cross country skiing, to precisely shoot at targets and then rapidly change gears and get right back to skiing.

Do you have a favorite sport or athlete? Watching the contests and listening to the athletes’ personal stories always energizes me. A great salesperson or “Sales Olympian” is much like the athletes we marvel at who are competing in South Korea. What do great salespeople have in common with these athletes? They do the hard work. They follow a repeatable process. They have a proven method to the game and a systematic approach to being a winner.

Here are a few recommendations to help you become an Olympian in sales:

1. When you suffer a setback, make the conscious decision to come back stronger.
Lindsey Vonn is a great example of this. In just the past four years, she has broken an arm and fractured an ankle. In the 2013 championships she was airlifted off the mountain. In spite of all of these setbacks, she keeps coming back stronger than ever. The same is true for Olympian salespeople.

Let’s say we blow a big sale or suffer through a meeting that went south that we thought we had in the bag. Champions look at this as an opportunity to learn from their mistakes and figure out how to prevent it from happening again. The setbacks we face should help us become stronger for the future.

2. Set both short and long-term goals.
Jessica Hardy, a summer Olympian, touched on the power of goals when she said, “My long-term goals are what I would consider my dreams and my short-term goals are obtainable on a daily basis and monthly basis.” Jessica says for her the key to hitting big goals is to start small.

For salespeople, this may be as small as being proactive with just a few calls a day, but it pays off big time in the long run. Define your long and short-term goals and find the discipline to check back and see if you obtained those goals.

One of America’s most famous downhill skiers, Bode Miller, said, “Obviously you always want to win, but you want to win by skiing a race that you’re really proud of and you feel like you really challenged yourself and left it all out there.” Challenge yourself to reach your tough goals. Leave it all out there every day.

3. Technique matters.
In speed skating, for example, “getting low” is everything. Skaters are instructed to bend their knees more. The more they bend their knees, the bigger their push will be and the faster they will go. For salespeople, paying close attention to technique is just as important as it is to speed skaters.

What’s your technique for addressing your toughest objections, confidently addressing pricing and negotiating from a position of strength? Are you keeping track of ratios? Are you making sure your pipeline is full of active opportunities? Are you getting down low enough to get the biggest push in your sales efforts? Small changes can make a huge difference.

4. Embrace the power of a strong support system.
As we listen to the athletes’ personal stories, they are filled with gratitude for the huge sacrifices their families have made, both of time and money. And they praise coaches, family members, friends (and sometimes massage therapists) who were vital in their development. Not one competitor could have done it alone.

The same holds true for an Olympian salesperson. Sure, you can strive for personal success with your own goals or targets, but surrounding (and utilizing) your support system at work, plus family and friends outside of work, is vital for having balance. They fuel the passion you bring to work each day.

If you’ve been in sales long enough, you know when you’re on the road to burnout. When you have a strong support system, it grounds you and helps ensure you avoid burnout and continue to perform well day after day and month after month.

5. Fuel your body and your mind.
To Olympic athletes, and to all of us, food is fuel. Anyone who followed Michael Phelps’ performance in the 2008 Beijing Summer Olympic Games will surely remember one of his secrets to success was consuming as many as 12,000 calories a day. That’s a lot of fuel!

Granted, most of us don’t need that number of calories, but keep in mind that food is fuel. Plus a good night’s sleep and regular exercise fuels you for those stressful days and weeks. Sleep less and you’ll find yourself craving more sweets during the day. Skip meals due to your schedule and long meetings, and you’ll over-eat the next time you sit down to a meal. Balance is key for keeping up our energy and stamina for the job at hand.

As we fuel or bodies, we also need to fuel our minds in order to be Olympic salespeople. Read a new book to improve your sales skills. Scan reputable sales blogs for tips. Go to seminars. The moment you stop learning is the moment you lose your ability to grow. Whether you are an athlete or a salesperson, growth is the key to success.

So learn from your setbacks, be a goal-setter, fine-tune your technique by proactively working at improving your craft daily, get support and sufficiently fuel your body and your mind.

As the winter games come to a close, don’t let the end of the games be the end of your inspiration to go for the gold as a sales Olympian. Embrace the challenges ahead of you with a never-quit Olympic spirit.

Enjoy the rest of the games and make it a great week!

ETIQUETTE CORNER:
Impress…Don’t Distress!

In this ever increasingly global economy, it is extremely important to be educated about cultural differences and conduct yourself properly if you do business with people from outside of the United States.

Here are some basic tips to think about — whether you are traveling to a foreign country yourself or your business contacts are coming to you.

1. Do your homework
Make sure to research the customs and characteristics of the foreign country. Read official country websites, travel books or even Google “Business etiquette in (name of country).”

2. When using an interpreter, be sure to talk to and make eye contact with the intended recipient, not the interpreter.
In this situation, speak slowly and clearly with intermittent breaks to allow the interpreter enough time to convey your words.

3. If you are presenting a gift, be aware of local customs.
Most cultures expect a gift if you are visiting them. Be sure the gift is appropriate for business. Be aware of items that carry a negative connotation. One example of this is a clock, which symbolizes death in China. Certain types of animals have a negative connotation in other countries. A classic pen and/or high quality writing papers are very safe gifts. Make sure anything you present is gift wrapped with care since this can reflect on your attention to detail.

4. Rules concerning introductions vary from culture to culture.
In some cultures, a peck on the cheek is a proper substitute for a handshake. In other countries, it is completely unacceptable for a man to touch a woman who is not his wife, even if this is as simple as a handshake in a business situation. If you are not sure what to do, a safe bet is to follow the other person’s lead.

Also, be aware of business card etiquette when meeting someone for the first time. Different countries have different customs. For example, in Asia, always present your card with two hands with the words facing the receiver. When receiving a card, take the time to read it and take note of the person’s title. In some cultures, having the information on your card translated into their language will leave a very good impression. Treat presenting your card and receiving theirs as a formal matter.

5. Expectations related to personal space can vary widely from country to country.
In some countries, talking in very close proximity to another person is acceptable or expected. In other countries, standing an arm’s length away is the norm. Again, doing your research ahead of time will eliminate embarrassment for everyone involved.

As our world shrinks and international business grows, enjoy learning about other people and take pride in knowing the fascinating dos and don’ts of the rules of etiquette in countries beyond our borders.

Call Me Back After The First Of The Year!

Wed, 21 Aug 2019 15:39:15 GMT

The holiday season is upon us and before we know it a new year will begin. A lot of people…and companies for that matter…tend to check out during this season. The all too familiar “Call me after the first of the year” becomes the objection of choice for prospects as well as current customers.

B eing well prepared for this conversation, ready to overcome this objection, can be the key to giving yourself a competitive advantage throughout the November and December selling months.

Here are three approaches for turning around the holiday objection, “Call me after the first of the year.” These are designed for prospects but can be tailored to current customers, too.

1. Explain why it makes sense to meet now instead of later.

“I completely understand. My only intention in getting together is to provide an understanding of what we have to offer before the new year begins. How does your schedule look for Tuesday at 2:00?”

“You know, Mary, I get that response a lot this time of year from my (other) customers. But really, this is a great time to talk about your 2019 initiatives, so you can be better prepared since the new year is just around the corner.”

“Just curious, what are your training initiatives (or whatever their responsibilities are) for the first quarter of 2019?” (Whatever they answer is the reason to get together.)

We want to spark interest today so they don’t wait until it is too late. The key is to continue the conversation and have your prospect come to the conclusion that it DOES make sense to meet or talk before the first of the year!

2. Confirm a callback date in the new year.

If you are unsuccessful in setting an appointment sooner (based on your solid reasoning about why it makes sense to do that) tell the prospect you will call back on a specific date.

For example say, “Mary, how about we do this…I will call you on Monday, January 7th and we will schedule a time to meet then. Will that work for you?” (You are not confirming a time of day at this point. You are simply setting yourself up for an effective follow up call.)

On January 7th you will call and say, “Mary, the last time we spoke back on November 15th we agreed I would call you today to schedule a time to get together. How’s Tuesday at 2:00 pm?”

You will gain a competitive advantage using this approach and demonstrate that you have an impeccable follow up habit.

3. Set a specific appointment (date and time) for January and start 2019 with a month full of pre-scheduled meetings.

In November and early December, go ahead and set actual January appointments while you are on the phone.

“Mary, so we can avoid phone tag in January, how about we go ahead and plan to get together on January 7th? Would 2 pm work for you? I am happy to send a calendar invite so it appears on both of our calendars.”

I don’t normally advocate making an appointment more than three weeks in advance; however, during this time of year you are better off scheduling something because no one else is doing it. Remember, the rule of thumb is: It is always easier to reschedule an appointment that is there, than one that was never there!

Make your holiday selling season stronger by preparing in advance to turnaround this predictable objection from both prospects and customers.

Good luck and good selling to you!

ETIQUETTE CORNER:
“I’m sorry – who are you again?”

‘Tis the season for business-related holiday parties…at your workplace or elsewhere. Let me ask you a question: Have you ever had a brain freeze when it comes to remembering a person’s name?

If you are expected to introduce that nameless person to someone else panic sets in. Not to worry — this happens all the time, especially if you are seeing someone in a different setting.

Here is what you can do:

1. Admit it: If you do not introduce the person they will figure out why anyway, or worse, just think you are being rude. You’re much better off admitting you forgot their name. (They probably forgot yours, too!)

2. Apologize: Saying a simple “I’m sorry” as you ask for their name could be all that’s needed for your brain freeze to be forgiven.

3. Move on: We have a tendency to go on and on about how terrible we are at remembering names and tell story after story. Forget it! Once you have remedied the situation move on to a different and better topic.

Here is another question for you. At your holiday office party, the president of your company comes up to you while you are speaking with a customer. What is the proper way to handle introductions?

The rule of thumb is you should always introduce the most important person – the one you would like to honor – first. In this case, even though your first instinct might be to consider the president of the company as the most important person, the client takes precedence.

So you would say: “Mr. Client, I would like to introduce you to the president of our company, Ms. Smith.” Then introduce the client to your president. “Ms. Smith, this is Mr. Client, our new customer I was telling you about.”

During this holiday season I hope you enjoy your current connections and meet lots of new potential customers, too. Have a joyous and happy holiday season. Cheers!

Keeping The “Shine” On New Initiatives

Thu, 03 Jan 2019 17:06:53 GMT

We’ve all been there…

W e attend a conference, hear a speech, listen to a TED Talk, or read an inspiring book, and we are completely committed to starting a new initiative. We feel like a kid with a brand new toy. It’s so exciting — we can’t wait to dive in and start playing.

But new initiatives, like new toys, can become dull and worn out over time. Our shiny ball is not as fun to play with as it used to be and our excitement wanes. It’s just like all the others. We don’t give it the same attention as we did in the beginning.

No matter what the initiative, keeping motivated over the long haul is extremely challenging. Particularly in the sales world, habits and routines are not always exciting, so what can we do to keep moving in the right direction?

To start, we need a plan and the commitment to make it stick. Think of these three questions before implementing a new initiative:

What will this new initiative potentially do for my company and for me?
Do we have a clearly defined timeframe established (i.e. start and stop or check-in times) in order to measure the success of our new initiative?
Are there any roadblocks that could derail our new initiative from happening now or in the future?

Do we have shiny new-toy excitement after answering these questions? If yes, we need to put a plan in place that will carry this initiative through. Remember: The one with the best plan wins in the end. We cannot just wing it. As Chet Holmes states in The Ultimate Sales Machine , if you plan things right, “You will have the pig-headed commitment and discipline to stick to it.”

Here are some tips to keep the shine going when implementing a new initiative for yourself or your sales team:

1. Have a set beginning and end in mind.
Whether making a commitment to schedule a certain number of appointments per day or per week, or making sure your pipeline has X amount of active opportunities at any given time, you need a set timeframe in order to measure your success.

As Stephen Covey says in The 7 Habits of Highly Effective People, “Begin with the end in mind.” By having the end in mind, or at least set checkpoints, you’re giving yourself a chance at success, instead of just spinning that shiny ball forever.

2. Define the expectations required for this initiative and detail why they make sense.
Even if you are doing something new for you, and not for your boss or someone else, define your goals and explain why those expectations or goals are important.

For example, your goal might be to make sure you have ten active opportunities at any given time in your pipeline. If you don’t document the reasons for this goal, then it will just be a meaningless number. The likelihood of sticking to the initiative will drop. However, if you document that this is important because for every ten active opportunities, two opportunities will become clients during your normal sales cycle, which in turn will increase your sales…this keeps the shine on your initiative.

3. Praise progress and build from there.
As Ken Blanchard states in The One Minute Manager, “Create a great sales environment by catching people doing something right.” Simple rewards can encourage positive activity.

If you reach your goal of keeping ten active opportunities in your pipeline for four weeks, reward yourself. It could be as small as indulging in an extra shot of espresso in your coffee. The key is acknowledgement. For a team member, the reward could be a gift card to a local restaurant. Aim to keep things interesting.

Are you inspired to try something new? There is no time like the present. Figure out a new initiative to implement over the next month or the next quarter. Tap your inner child and feel the excitement that comes with getting a shiny new toy. Use a little extra polish to see that initiative through to the end.

Good luck and great selling!

ETIQUETTE CORNER:
Nametag Etiquette

It’s that time of year when conventions, tradeshows and networking events are ramping up. These events often come with the expectation that you identify yourself with a nametag. Are you ever unclear about the correct way to do this?

Where you place your nametag, along with what you write on it, will contribute to the overall impression you give to others. Do you haphazardly stick it on anyplace and off you go?

Can you find what’s wrong with the nametag placement in this photo?

Here are three things to remember regarding nametags:

If you are presented with a sticker, pin-on or clasp nametag, make sure you place it on your right side — NOT your left as in the photo above –approximately four inches below your shoulder. This will ensure that others can see it, especially when shaking hands with you.
Don’t include Ms., Mr., or Mrs. preceding your name. It is acceptable to write a professional title such as Dr. before your name. This is a personal choice depending on if you want others to know you credentials.
If you are handwriting your own nametag, take the time to make it legible. Print your name (no cursive) and make sure you put both your first and last names on the tag. This is much more professional than just writing your first name. If you are at a networking event or trade show with multiple companies, it is appropriate to write your company name below your name on the tag as well.

Besides placing your nametag on your right side, greet those you meet with a firm handshake and a warm smile. Relax, enjoy, and reap the benefits of connecting with others at your upcoming business events!