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KO Sales Coach
7 minutes | Feb 9, 2017
Put Your Mind To It Ever heard someone say "You can do anything you put your mind to?" It's a common phrase and it's really true. So much of your success or failure comes down to what you put your mind to. How is your mindset? Is your inner voice supportive and encouraging or questioning and doubtful? On today's show discover: ...how self-limiting beliefs influence your behavior and your success; ...that many of them simply aren’t true; ... and that When you stop limiting your belief in yourself there's no limit to what you can accomplish. Self-Limiting Beliefs How could two salespeople, with the same skills, same amount of experience and opportunity have wildly different results? What could cause such a disparity in sales performance? When a salesperson has doubt or self limiting beliefs it can undermine all of the training and knowledge they have resulting in poor performance. These self-limiting beliefs become a part of your inner dialog and you find yourself engaged in self talk like "I know she's not going to buy, I never close people from the south", "Oh great, they're interested in XYZ and I never sell those". All this doubt and head-trash isn't serving you so it's time to take out the trash and work on building belief in yourself. 1) They Aren't True or Logical Self-limiting beliefs are generally not based on anything factual, however you assume they're true. For instance you may hear someone say they aren't a natural born salesperson. This is a self-limiting belief that has no basis in truth. No one is a natural born salesperson. A lot of time training, trial and error and practice go into becoming a successful salesperson and while some people may pick it up faster than others I have yet to see a baby close a deal on a used car. It really is a strange thing and I find it interesting that you don’t hear this about other professions. Can you imagine how crazy it would sound for someone to say "I'm not a natural born fire fighter" ? 2) They Influence Behavior All of your beliefs influence your behavior and beliefs , of the self limiting kind, tend to influence you in a negative way. They come across in the things you say and do. If you don't feel like you can close a big sales because you're talking to a type of person you've had trouble with before; that doubt will show up in your communication. I've heard salespeople say things like "if you want to get this it would be $300.00. " When you have doubt; words like "IF" creep into your communication and that can cause your customer to have doubts too. 3) Top Salespeople Don't Have Them You know when you meet a top salesperson by the way the speak and carry themselves. They're confident, they don't wonder if they're going to hit their goal they know they are. Top salespeople don't have self-limiting beliefs and their internal dialog is more positive and supportive. They learned long ago that a key to success is to get rid of the head-trash and trust your abilities. They know they can do whatever they put their mind to. Taking Out the Head-Trash Now you might be saying to yourself: "sounds great but how do I overcome these self-limiting beliefs?" Great question! Sometimes, it's as easy as not believing them anymore. For instance some self-limiting beliefs fall under the "that's just the way things are" category and you allow yourself to be influenced by a collective assumption. You're kind of going along with the crowd but who says they're right? A few years ago I was conducting a training and each person who came in was complaining about the bad day they were having. They would say "it's just the way it is today". Then one of the top salespeople came in and I asked her, how are things going for you so far today? "I'm 0 for 10 right now but I'm going to lunch after this training and when I get back I'm going to turn it around." and she did. While the rest had resigned themselves to "it's just the way it is..." she didn't agree and ended closing the day well over 40%. Now, sometimes it's not as simple as that. Some of your self-limiting beliefs may be deeply ingrained. If so, here's a three step process you can use to get past them. 1) Stop Identifying with the Belief Sometimes it's really hard to get rid of a belief because it's so ingrained. You may have even defined yourself based on it. “I’m not mechanically inclined" I’m really bad at math" Writing is not my forte” "I'm just not good at overcoming objections." You may feel you just weren't born with the ability to be persuasive. It's easy to allow your beliefs to define you but they don't have to. The first step in getting rid of self-limiting beliefs is to stop identifying with them and stop defining yourself by them. 2) Question Your Conclusions The next step is to question your own conclusions. Is it really true that you aren't persuasive? Can you think of other examples in your life when you successfully persuaded someone?Ever convince a friend to see a movie they didn't want to see? Ever talk someone into trying a new food, or restaurant? Chances are you can find examples that contradict your belief and demonstrate that it's not based on fact. 3) Take Action and Test Your Assumptions This is the most important step in the process. If all you do is identify and question your beliefs you won't actually move past them. You need to take action. This can be tricky because you need to stop listening to negative self talk and reinforce the positive. You've been persuasive before why shouldn't it work in sales? Conclusion You have the same opportunity as the top salesperson in your company. You sell the same products, use the same tools and resources. The only difference is you. It comes down to what you believe about yourself, your ability and the conversations you have in your head. If you're not where you want to be on the leader-board do a little soul searching, uncover those beliefs that are holding you back and follow the steps we talked about today. When you stop limiting your belief in yourself there's no limit to what you can accomplish. Today's One Two Punch Take Out the Head Trash for Limitless Success
3 minutes | Jan 20, 2017
How to Compete and Win 100% of the Time
Sales is Competitive Sales is, by its very nature, competitive. Some love to compete with others for the top spot on the leader-board and for many it's what drives them to be the best. However for others, competition can lead to comparisons and comparing yourself to someone else can be demotivating. On today's show discover: ...why comparing yourself to others can move you further away from your goals; ... some simple steps to take your focus off others; and how you can compete and win 100% of the time! Comparison is the Death of Joy Mark Twain said that "comparison is the death of joy" and believe it or not recent studies have backed that up. Spending time comparing yourself to others can: lower your self esteem, cause you to feel down, and even cause feelings of envy. Remember you can only control you, focusing on someone else is a waste of energy. Also, it's not always a fair comparison. Everyone has different experiences, strengths and weaknesses. You have no idea what kind of journey they're on, how long they've been on it or why. When you compete with yourself , you know where you're going, and what you need to do to succeed. This shift in perspective allows you to make more progress in less time. You're not discouraged by the fact there are people who are better than you. No matter how good you get, there will always be people who are better than you. There are also people who look up to you. Compete with Yourself That said, by competing with yourself you have a chance to celebrate your "wins" and allow those wins to inspire you to continue toward your goal. Think about it, the person you are today is a result of the decisions you made yesterday and if you're always in a state of creation you’re always getting better! That means when you compete with yourself you always win! If you find yourself getting sucked into comparing yourself to others try taking these steps: Be aware it's happening Ask yourself if you really want to emulate what this person has done? If so, determine what specific steps you can take to move forward toward the goal and then compete with yourself to get better. Conclusion Friendly competition on the sales floor is healthy and it can be motivating. However, when competition turns into comparison it can have the opposite effect. Today’s One Two Punch Compete Against Yourself, Succeed and Win!
3 minutes | Jan 12, 2017
One Simple way to Increase Customer Engagement
Increase Customer Engagement If you find customers saying things like “ok, can we get on with this?” or "look I don’t have all day". You may be spending too much time uncovering and talking about their needs. Read on to discover a simple way to Increase Customer Engagement. On today's show discover: Why spending too much time talking about customer needs can be aggravating for your customer; What customers really want to talk about; And how to keep your customers engaged and excited during the sale. Why Customers Become Disengaged This sort of goes against a lot of conventional wisdom which tells you to spend plenty of time understanding your customer’s needs. Now, don’t get me wrong, understanding your customer’s pain points is critically important but sometimes you can over due it. How do you know if you’re overdoing it? You get more customers asking you to “get on with it.” It’s a sure sign they feel they’re being grilled and they don’t like talking about the subject matter. They’ve become disengaged and they’re losing their excitement. Think about it, I mean how much fun would it be to sit down and have someone ask you 20 questions about your bills? So Tim let’s talk about your bills how much are you spending each month? What could you eliminate to reduce that amount? How long has this been going on for? Why is your electric bill so high? What other things have you tried to get this under control? How did those things work out for you? What do you think is going to happen if you don’t do something about this now? How did this get so out of hand? What does your wife think about this situation? Yuck....not much fun. And if you’re spending a lot of time asking customers about their needs and what’s wrong it can start getting that way for them too. A Simple Way to Increase Engagement So what do you do? Well, you should still ask about their challenges but only gather what you really need to understand their issues. Don’t belabor the point. Then before presenting your product, transition to their hot buttons and start talking about how they want their life to be once those needs and problems are resolved. That’s a much better conversation to have. You may hear them “light up”, their tone may change, heck they may even get excited! If you go back to our “talking about your bills” example imagine transitioning that conversation to what you would do with a 2 million dollar lottery check! Much more fun to talk about, wouldn’t you agree? Conclusion So spend time understanding your customer's needs but don’t over due it. Get the information you need and then transition to talking about their hot buttons. What you’ll learn will help you build value and the process will help your customer stay engaged and excited. Today’s One Two Punch Transition to Hot Buttons to Keep Your Customer Engaged
6 minutes | Jan 6, 2017
How To Put Your Sales On Autopilot
Stay Focused on More Important Things On June 18th 1914, Lawrence Sperry demonstrated autopilot for the first time on an aircraft. He did it by flying past the crowd at an air show while holding both hands up above his head. Autopilot revolutionized flying and allowed pilots to focus on more important things like navigation and safety. Developing good habits let's you put parts of your sales process on auto-pilot and focus more of your energy on your customer. On today's show discover: Why top salespeople utilize their own version of an autopilot everyday (without even knowing it); How you can put it to work for you to sell more and stay focused on more important things. Do What Successful People Do “If you want to be successful, find someone who has achieved the results you want, copy what they do and you'll achieve the same results.” - Tony Robbins Most of the people you look up to seem to make what they do look pretty easy, right? It’s like they’re on autopilot and in a way they are. Their success comes down to the things they do, out of habit, without even thinking about it. They greet their customers the same way everytime, follow the same steps, and seem to respond (with ease) to almost anything the customer throws at them. Their habits are so strong, they could do them in their sleep. Building your own auto-pilot takes time but if you build good habits you’ll succeed. However, if you spend time reinforcing or sticking with bad habits overtime it could cost you thousands of dollars in lost sales commission. Selling with bad habits it’s like setting your auto-pilot to crash into the ocean. Why would someone stick with a bad habit? Even though you consciously know that a habit is bad your subconscious mind is looking for a pleasurable, immediate reward. The reward for a bad habit is often pretty obvious but sometimes you need to dig a bit deeper to figure out what it is. Bad habits live in your comfort zone and since it would require you to do something uncomfortable to break them, your subconscious wants nothing to do with it. This is why bad habits can be so hard to break. Common Bad Habits that Cost Salespeople Sales Here are some other bad habits that cost salespeople money every year. Assuming you already know if a customer is going to buy; Talking too much and asking too few questions; Not attempting to understand customer hot buttons ; Spending too much time on unimportant things; Rushing through the sales process; Arguing with customers or bad mouthing the competition; Not sharing information or offering cross sells. All of these bad habits make it hard to succeed in sales. Developing Good Habits Here are some good habits worth developing: Great listening skills. Hear more than just the words your customers is saying and listen for the meaning behind them. Write down what your customer tells you, Be curious enough to find your customer's hot buttons and use them to build value. Look at the glass as half full, and know that enthusiasm sells. When you’re positive more people say yes. Conclusion Recognize your bad habits and work to change them. Change may not always be fast or easy but with time and consistent effort, almost any bad habit can be reshaped into one that works for you, not against you. Today's one-two Punch Good Habits set a Course for Success
4 minutes | Dec 20, 2016
Why You Should Come Out of Your Shell and Grow for It
Growth is a Choice Were you aware that the exact same thing that causes a lobster to grow and develop is what causes you and I to grow and develop? For lobsters growth isn’t an option but for you and me personal development is simply a choice. If you want to be further ahead next year than you are right now it’s a choice worth making. On today's show discover: ... that what triggers a lobster to grow is also a trigger for your personal development. ... how knowing what it is and embracing it can make you more successful than you ever imagined. I recently heard an interesting story by Dr. Abraham Twerski about how a Lobster grows. As a native mainer, I’m a little embarrassed to admit I never gave the growth and development of a lobster very much consideration. You know a lobster is really just a squishy sea creature that lives in a hard-shell. The problem is that while the squishy lobster expands the hard shell doesn’t. So as the lobster inside grows it begins to feel confined, it starts getting cramped and things start getting uncomfortable. So what does he do? He finds a rock (for protection), says goodbye to his old shell and starts growing a new one. Then over time the new shell becomes confining and uncomfortable, he finds another rock, says goodbye to the new shell and grows a newer one. And this process continues over and over again. What's the Trigger? So the trigger that let’s the lobster know it’s time to grow is that feeling of being uncomfortable. Even though it’s probably scary to cast of his old shell he knows he has to grow a new one. No doubt he also feels vulnerable without it but he finds a rock that provides temporary protection. It’s the same for you. If you want to grow you need to cast off your old comfortable ways of doing things. You'll feel uncomfortable and even a bit vulnerable when you do it but it's necessary in order to grow. Stick with what’s comfortable, and you'll never grow. Continue doing the same things you’re doing today and there is little chance that you'll be better in a year, five years or even 10 years. You need to ask yourself what do you want? Do you want to advance your career; make more sale; help more people; take home bigger paychecks; have a bigger house; travel; live the life of your dreams? If you do, you have to grow and do those things that are uncomfortable for you now. What Do You Do? Chances are you know exactly what those things are. Perhaps it’s going three deep when a customer objects; Having a conversation about your customer’s emotional needs; Communicating empathy; Or having a deeper conversation with your customer; Maybe you’re not comfortable asking for the sale; Or that technique your trainer keeps sharing with you. Just as the Lobster has a rock protecting him while he’s growing, you have your coach and your training team. Use them for encouragement and let them hold you accountable for making progress. You’ll find that the “uncomfortable” phase doesn’t last long and before you know it you’ve grown a new shell and you’re better for it. Thomas Edison said "If we did all the things we are capable of, we would literally astound ourselves." So what are you waiting for? Trade in your old shell for a new one and astound yourself. Today’s One Two Punch Get Uncomfortable and Grow for it!
4 minutes | Nov 22, 2016
How to Make the Best of a Bad Day
It's Like a Roller Coaster Sales is more like a roller coaster ride than a cruise....there are good times that are REALLY good and then there are bad times that seem REALLY bad. When sales are up you give yourself credit for working hard and influencing your success but when things are bad it’s easy to feel a bit out of control. On today's show discover: ...how to adjust your thinking so a few small setbacks don’t turn into a bad day; ...and tips for managing your tough days and getting back on track. Bad days happen to the best of us and it can all start before you even get to the office. You wake up late, you’re out of milk, there’s grid-lock on the road or you can’t find your favorite shirt. It doesn’t take much to send us down the wrong track toward a bad day. Put it in Perspective Whatever gets your day off on the wrong foot, it’s important to put it in perspective. You know, now matter what is happening or how bad it may seem will it matter a year from now? Will you even remember this? Most of the time the answer will be no. Minimize those small annoyances and dismiss them so they don’t start piling up on you. Accept Reality Now you’re on the job and you just found out that shipment of widgets never made it and it’s going to cost you sales. So what do you do? The best advice? Accept reality. Accepting reality helps you cognitively and emotionally move on.You may need to switch from Plan A and start thinking about implementing Plan B. Be Flexible And that means you need to be flexible. When you’re having a tough day you might be falling into a routine...so try breaking it up. Make a change. Something as simple as moving to a new seat, taking a walk or working on something else can break the routine. I’ve even seen people say “I’m going to start over”. They get up, go outside, turn around and come back in. (it’s like a professional do-over). Whatever works, right? Avoid Beating Yourself Up Here's some great advice for you perfectionists out there, avoid beating yourself up. It's easy to dwell on something after it goes wrong. You might find yourself mentally playing out alternative realities, and what you could have done differently. If there are lessons to learn a review can be helpful. Be aware that it shouldn’t take too long or monopolize your thoughts. It’s just a learning opportunity and that’s positive. If you can’t seem to let it go ask yourself what do you have to gain by spending all that time and energy on the past? Yes, the first couple of customers you dealt with today were difficult, so what? How do you benefit from thinking about them all day and letting those bad experiences influence all your other interactions? Instead, chalk them up to a learning experience and move on. Summary You have more control over your "bad days" than you might think. Bad things happen but your reaction and attitude determine how much they’ll impact the rest of your day. Just like a roller coaster ride you don’t need to stay at the bottom long. Ways to subscribe to The K.O. Sales Coach If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe! Click here to subscribe in iTunes Click here to subscribe via RSS Click here to subscribe via Stitcher Feedback We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard! Email: info@KOSalesCoach.net
4 minutes | Nov 10, 2016
3 Simple Ways to Talk Less and Listen More
On November 19th 1863 people gathered in Gettysburg Pennsylvania for a dedication ceremony. The keynote speaker was a man named Edward Everett and he spoke for more than 2 hours. Abraham Lincoln who was also scheduled to speak, spoke for just two minutes. Even though Everett’s speech was longer, Lincoln's short 2 minute speech is now regarded as one of the most elegant, thoughtful and well-crafted speeches in American history. The Gettysburg Address certainly makes the case for brevity and the power of saying less. On today's show discover: ...how talking less can help you sell more ...and 4 Ways to train yourself to talk less with your next customer Do More When you’re in sales they always wants you to do more. Make more calls, learn more products, talk to more customers, close more deals. More, more, more. But there’s one thing you can do less of to close more deals and that’s talk. We covered the power of silence back in round 15 of the KO Sales Coach. Among other things we discussed how using silence at the right time can encourage your customer to make a decision; it gives your customer a chance to tell you everything you need to know to make the sale; and you’ll stop sounding like every other typical salesperson. Many customers feel salespeople are fast talking, pushy and only care about making the sale. When you do the complete opposite you stand out as different, interested and helpful. If talking less and listening more is so important why don’t more salespeople do it? Because like any skill it takes practice and a conscious effort. But don’t worry, I’ve got you covered! Here are three simple tips you can use to get started. 1 - Post a reminder for yourself to WAIT. Now WAIT stands for Why Am I Talking. A visual reminder can be a great tool when you’re learning a new habit. If you’re on the phone it’s easy; just post WAIT where you can see it. If you’re in face to face sales you might need to get a little creative and post something under the counter, on your clipboard or some other place you can see it and be reminded. 2- Ask one question at a time. When you ask a 2 or 3 part question it can be hard for a customer to follow and if they can’t remember everything they’ll probably end up answering just the last one. That means if you need the other information you have to go back and that wastes time. 3 - Avoid setting up your questions. Setting up your questions is unnecessary, wastes your customer’s time and causes you to talk too much. Here are a couple examples “If you don’t mind me asking, how did you break your arm?” By asking the question we’re assuming they don’t mind so why not just ask the question. (the set up is unnecessary just ask how did you break your arm? ) Here’s another example: “Now that I have a better understanding of how this can help you let me ask a few more questions to determine how much you’ll need. How many times a day are you planning to use it?” Bonus Tip When you’re customer’s talking they’re interested! Today’s One Two Punch Talk Less to Sell More Ways to subscribe to The K.O. Sales Coach If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe! Click here to subscribe in iTunes Click here to subscribe via RSS Click here to subscribe via Stitcher Feedback We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard! Email: info@KOSalesCoach.net Use our SpeakPipe Page! to send a FREE voice-mail right from your computer, tablet or phone!
7 minutes | Oct 28, 2016
6 Easy Ways to Get into a Conversation
It's What Happens in Sales Walk onto any car lot, into any specialty store or call center and you’ll hear conversations taking place. It’s what happens in sales. But having a good conversation and getting one started is often easier said than done. On today's show discover: ...6 Tips for Getting a Conversation Started; ... how a good conversation can help your customer feel important; ... and what you can do through conversation to make your offer more interesting. What Makes a Conversation Good? We’ve all had conversations before and most (with friends and family) are pretty easy. But when it comes to customers or someone we’ve just met it can be hard to know where to start and what to say. Before we dive into some tips for getting a conversation started let’s take a look at what it takes to have a good conversation. One thing that’s important in any conversation is that both people are involved. If you’re doing all the talking it’s more of a lecture than a conversation. A good conversation means there is give and take. Generally when we ask someone a question we expect them to ask back: How are you doing? I’m doing great, what about you? A conversation should be casual and help to put both you and your customer at ease. It’s not an argument and it’s not about manipulating anyone. It let’s them get to know you (so they can trust you) and help you find out more about them (including their hot buttons and emotional reasons for wanting your product). 6 Ideas for Getting a Conversation Started 1 Give a compliment Compliments are a great way to begin a conversation. Everyone likes a compliment and feels good about the person who gives it. Now it’s important that your compliment is appropriate, sincere and specific. 2 Embrace Small Talk Small talk is an important first step in building a good conversation. Think of it like driving a car. When you take off in your car you gradually accelerate until your going 60mph. Small talk is that same gradual acceleration when you meet a customer for the first time. Going from 0-60 in the first few seconds of meeting someone is not a good plan if you want to make a connection, build value and make sales. One of the easiest ways to get started with small talk is to simply ask someone how they’re doing. The majority of people will say “fine, great, or good” take it as a positive and get your conversation started by saying something like “That’s fantastic, I’m having an amazing day too what’s put you in such a great mood?” If they tell you they aren’t doing so well try something like this: “Well, let’s see if we can help turn that around for you. Tell me more about what’s going on.” Here some other ideas for small talk: Talk about where they’re from What they do Even current events can get a conversation started. Just be sure the topic is appropriate and not something that’s too controversial. The idea is to make a friend not an enemy so stay away from topics like politics, and religion. Ask about their plans for an upcoming holiday You can even use The weather (although I would save this as a last resort because it’s pretty cliche') 3 Ask Questions Questions are what will move a conversation forward. Be curious and ask logical questions and listen for a natural transition from small talk into the sales process. Here’s what it might sound like if you don’t ask a logical question: Salesperson: Where are you from? Customer: Vermont Salesperson: Great, I’m from Maine Did you just hear the Dr. on the radio? So the question does encourage the customer to stay engaged but in many ways the initial question doesn’t seem to make sense. Why did I ask where they are from? We’ve missed an opportunity for a little small talk before getting right down to business. Here’s what it sounds like with a more logical follow up question. Salesperson: “Where are you from?” Customer: “I’m from Vermont. Salesperson: “Oh, Vermont, I love it there. It’s such an amazing state and the mountains are incredible. How long have you lived there? 4 Be Nice This should be obvious, but don’t underestimate how important it is. Your level of friendliness can make or break a good conversation. Smile, stay focused and go out of your way to show that you’re genuinely interested in what your customer has to say. 5 Focus on Them The best conversationalists are good listeners and that means keeping the focus on your customer. Follow the 80 / 20 rule and listen 80% of the time and talk just 20% of the time. When they’re doing most of the talking, it's a great conversation! 6 Stay positive People like positive people and when you’re encouraging; your customer will feel more comfortable having a conversation. Be sure you’re incorporating positive and supportive responses throughout your conversation. You’ll instantly be more likeable. Use phrases like: That’s Fantastic What a Great thing That’s so Amazing Excellent Remember to: Give a compliment when you can Embrace Small Talk Ask Questions Be Nice Focus on Them And stay positive A famous psychologist named John Dewey discovered that everyone wants to feel important. When you engage your customer in conversation you’re showing them that you value what they have to say and you’re interested in their opinions. When you’re interested, you’re more interesting...and so is your offer. Today’s One Two Punch A good conversation leads to a good sale
4 minutes | Oct 20, 2016
9 Effective Ways to Maximize Down Time
Maximize Down-Time in Sales It would be fantastic if customers came in one after the other and the phone rang the instant you hung-up? It sure would; and while there are times like that in sales there are also those times when things are slow. While some just wait out the slow times, others have found ways to use that time to be even better and more prepared for the next rush of customers. On today's show discover: ... ideas for making good use of down-time ... free resources you can take advantage of to be better when sales pick up! Down Time is a Fact of Life in Sales Downtime is a fact of life in sales. It’s an opportunity to hone your skills and stay sharp so you can make the most of those times when you do have customers. Here are 10 things you can do during down time to hone your skills and prepare to maximize your next opportunity. 9 Effective Ways to Maximize Down Time Review Advertising Read customer testimonials Listen to other salespeople Listen to yourself Review Product Information Practice your sales scripts and presentation Work on your rebuttal techniques Make a Cross Sell Connection Read Sales articles, Listen to podcasts or check out on-line training Bonus Volunteer to help a new salesperson Next time it gets slow don’t just wait it out, do something productive to be better prepared for your next rush of customers. Today’s One Two Punch Prepare while it’s slow to be better when it’s busy
5 minutes | Oct 13, 2016
How Spending Time Up Front Makes you Money in the End
The Power of Rapport Fred’s at a party and across the room he sees the woman of his dreams. He makes his way over to her, looks her in the eye and says “hi I’m Fred, I have a masters degree in english literature, I can bench press 240 pounds and I love opera would you like to go get a cup of coffee?” Now as you may have guessed, Fred generally drinks his coffee alone. He’s got a lot to offer but he cuts to the chase too fast for most people. However, with a little coaching anyone, even Fred could be much more successful. On today's show discover: ... why getting right down to business is costing you sales ... and how spending a little more time at the beginning can make you more money in the end We’re all in a hurry We’re all trying to do more in less time and a popular misconception is that cutting corners helps you get more done. In reality, cutting corners can end up costing you more time and money. Now consider how this applies to the sales process. It’s easy to think that getting right down to business is the most efficient way to interact with a customer. After all, it’s that idol chit chat, (building rapport) that seems to be so disconnected from the ultimate goal. You might think “If I just leave that out and get right down to business I can talk to more people and make more sales right?” Not necessarily! Look at Fred, by getting right down to business he could talk to ten different people in 10 minutes at the party and still end up having his latte solo. Or he could spend a little more time talking with fewer people, making a connection and finding a date for coffee. In fact, the sales process relies heavily on establishing, building and maintaining rapport. Look at the entire process and you’ll find it all starts with that connection. Before your customer will purchase they need to see personal value, and for you to establish value you need to know their needs and wants. For them to feel comfortable telling you their needs and wants they need to like and trust you and for that to happen you need to have rapport; it all starts with rapport. So let’s talk about how to establish, build and maintain rapport throughout your next customer interaction. 8 Ways to Establish, Build and Maintain Rapport Be Yourself - Don’t try to be someone else or adopt a “sales-like” tone. Relax, smile, and have a positive attitude. You’ll find it much easier to make a connection. Get and use their name - Being on a first name basis helps you make a connection and build trust. You’re more likable when you call them by name than when you call them sir or mam. Show genuine interest. The more genuinely interested you are, the more relaxed and willing your customer will be to share their needs and wants with you. Listen and Communicate Empathy - People like to be heard and love to be understood. When you listen actively and communicate empathy you accomplish both! It’s an easy way to build great rapport with your customer. Repeat back - When you paraphrase sentences or important details you help reassure your customer that what they have to say is important and that you’re listening. See it from their perspective - Imagine yourself in their shoes and have empathy for how they feel. Another way to have empathy for your customer is to imagine they’re a close friend or family member. I did an episode awhile back called 6 Amazing Ways to Improve Your Empathy if you missed that you can check it out at KOSalescoach.net/26 Take Your Time Sometimes you’ll identify an issue you’ve seen before and want to rush to solve it or share what you know at the expensive of rapport. Take your time it’s always best to focus on building rapport first. Give sincere compliments. Genuine compliments are endearing. If your customer is well informed, has an interesting background or accomplished something impressive compliment them on it. It can go a long way toward building rapport and they’ll appreciate it. Conclusion Taking the time to build rapport and have empathy for your customers at the beginning of the call helps provide the trust and value they need to say “yes” at the end. Today’s One Two Punch Make Time for Rapport at the beginning for Better Success in the end
5 minutes | Sep 30, 2016
When Less is More in Sales
When Less is More Despite what some may tell you more isn’t always better. Like adding more soap to your washing machine. The clothes won’t be any cleaner but you’ll have a BIG mess of bubbles to clean up. To say less is more might seem like a contradiction, but what it really means is that less is more effective. In general it means “don’t overdo it.” On today's show discover: Prime times during the sales process when less is more! ...and why talking less...can mean more money for you! I remember being a new salesperson and thinking that the key to making great sales was to know a lot about the product and share all of it with my customers. Seemed like a logical approach...just pepper the customer with information until they give up. Well, I pretty quickly figured out that was a terrible plan. I just ended up talking customers right out the door and my sales numbers went with them! Overtime I came to realize that a more effective approach was to provide just the information necessary for them to make a good decision. Here some examples of times when less is more in sales. 1 When providing features and benefits...less is more. Bombarding your customer with every feature and benefit your product delivers can cause them to lose their enthusiasm and become confused. When you take the “less is more approach” you narrow your presentation to just the features and benefits that are compelling and unique to them. This helps maintain their enthusiasm and keeps you moving toward the sale. Now, it’s a little harder to narrow your presentation because you need to invest some time upfront and find out about their needs; but it’s time well spent. 2 When providing options...less is more Confusion is to sales what kryptonite is to superman. Confusion kills sales and when you give your customer too many choices they can easily become overwhelmed. In a recent chocolate study, researchers found a difference in the way people felt about choosing a chocolate based on how many options they were given. One group was asked to make a selection from 30 chocolates and another group from a selection of 6. They found that many shoppers experience frustration with complex choice-making processes. Not only that they feel dissatisfied with their choice when faced with too many options. If a lot of your sales presentations end with the customer “needing to think about it” you may be providing too much information or too many options. Consider keeping some options in your “back pocket” rather than laying them all out at once. Afterall, your customer is counting on you to help them make the right choice so offer the one that truly meets their needs. Then respond with your backup option only if there are new needs or new budget considerations that come up. 3 When answering a question less is more Your customer asks a simple question and it deserves a simple answer so it keep it brief and direct.Long answers often contain unnecessary information that moves your conversation away from the sale. I can’t tell you how many times I’ve heard a salesperson lose a sale by elaborating too much, when all they needed to do was simply answer the question. When your answer goes on and on you seem less informed and less credible. It can also cause your customer to tune out and stop listening. So when you’re asked a question be direct and provide just the information required to answer it. 4 When closing the sale less is more Great salespeople understand the 80 / 20 rule which says you should be doing 20% of the talking and 80% of the listening. When you do talk, most of what you say should come out in the form of questions. By keeping your customer engaged in the process you’ll be able to focus your presentation on just the features and benefits most important to them. Ask them for the sale and then let them speak. Avoid talking over their decision. Once you ask your closing question, close your mouth, to close more sales. Today’s One Two Punch Use Less to Get More from Your Sales
4 minutes | Sep 22, 2016
Are You In The Game or On The Bench
Look at any great coach and you’ll find they spend most of their time coaching the players on the field, rather than the players on the bench. If you think about it from the coaches point of view why would you devote time to those who “aren’t in the game”? The question is where are you? Are you in the game or on the bench? Are you you coachable? On today's show discover: ... how to be coachable ... why it’s critically important to your success; ... how to spend more time “in the game” Being coachable is something that transcends sports, business, and really is important to every aspect of your life. It's important because it means you’re open to new ideas, ready to listen, willing to take a hard look at your own performance and take advantage of the experience of others. It also means you’re enthusiastic, eager to learn, positive and constantly striving to be better. Quite frankly, you’re someone a coach WANTS to coach. Coaches can tell, believe me, it’s really easy to spot someone who’s coachable and just as easy to spot someone who isn’t. The Uncoachable The “uncoachable” typically feel they already know it all, they’re not interested in listening to a new point of view. Most of the time the stay stuck in a rut because they're unwilling to learn or grow. One of their favorite things to do is put down new ideas. They’re negative, pessimistic and aren’t interested in getting better. Maybe they should be pessimistic because chances are, with that type of attitude, they’ll never reach their full potential. Success and Being Coachable Look at anyone who’s a success in any aspect of life and you’ll find someone who’s coachable. Sir Richard Branson, founder of Virgin Atlantic and a highly successful business man has this to say about the importance of having a coach. “It's always good to have a helping hand at the start. I wouldn't have got anywhere in the airline industry without the mentorship of Sir Freddie Laker.” And American author, businessman and sales legend Zig Ziglar said: "A lot of people have gone further than they thought they could because someone else thought they could." When you’re coachable you understand the power of listening to those who are more experienced and taking little nuggets of advice you can use to move forward. Get In The Game Here are some skills and attributes highly successful and coachable people all have. When you’re coachable you... ...see the big picture, think long term and measure progress in months and years versus day by day. ...have a good sense of humor and don't take things too seriously. ...spend more time competing with yourself than others. ... don’t get bogged down thinking “that’s the way I’ve always done it”. Most importantly you’re: humble (because you know there’s more to learn) but you also have high self esteem (because you’re able to take constructive criticism without feeling attacked) and you have courage (because you’re willing to try new, challenging and intimidating things to get better) By adopting these attitudes and developing these skills you’ll be more coachable and find the success you want in any area of your life, including your sales career. Today’s One Two Punch Be Coachable - To Be In The Game
6 minutes | Sep 15, 2016
It’s Smart to Make Your Customer Feel Smart
We Like Compliments Just about everyone likes a compliment. It makes you feel good, builds up your confidence and can even make you feel smart. And what about the person who gave you the compliment? What do you think of them? (pretty awesome right?) Giving your customer a compliment and making them feel smart can help you build tremendous rapport! But you have to be careful that your compliments are sincere, appropriate and you’re not saying things that make your customer defensive. On today's show discover: ... tips for helping your customer feel smart ... ways you might be making them feel...not so smart ... and how all of this helps you look smarter too! How To Make Your Customer Feel Smart You’ve heard it before, people buy from people they know, like and trust and what better way to get someone to like you then by making them feel smart. Here are a few ways you can help your customer feel smart. Acknowledge the Smart Things They Say You know customers are pretty savvy these days and many of them have done their homework long before they got to you! As a result, they’re going to ask intelligent questions and raise insightful points during your conversation. When they do acknowledge it and help them feel smart. When your customer says “I know rancid fish oil isn’t that beneficial, what process do you use to ensure freshness?” Rather than just answering the question, acknowledge what they said with something like: “That’s a good point … " "You’ve keyed in on a really important issue and I’m glad you did … " “I’m glad you brought that up … " "you’ve focused in on something most people overlook ... " “That’s a great question...” ...and then answer the question. You’ve complimented your customer and they’ll feel smart and be more receptive to your answer! “That’s a great question”....it’s a phrase that, in my opinion, is overused and often used inappropriately. Use it sparingly and only when your customer truly asks a great question otherwise it may seem insincere and ruin the trust you’re trying to build. Take Notes People love to see their words being written down, (it let’s them know you value what they have to say) and that can make them feel smart and important. When you’re on the phone, paraphrasing what your customer said let’s them know you’re listening and that what they have to say is important. Taking notes also helps you keep track of critical information you’ll need throughout the sales process. Compliment them on Decisions and Accomplishments Show your customer you admire their abilities or what they’ve achieved with a good old-fashioned compliment. Just make sure your praise is genuine; if people feel like you’re trying to butter them up, you’ll do the relationship more harm than good. Let’s say you find out your customer is a school teacher. Sincerely saying something like “ You know, I really admire what you do, I had several teachers who had a big impact on my life. It must be so rewarding to know you’re making a difference like that.” Or maybe they’re calling because they want to improve their health. “Mary, you’re making a great decision to call in today and even more you’re taking action and that’s fantastic.” Make Your Customer Feel Smart by Avoiding These Pitfalls Avoid Using Company or Industry Jargon This is a tough one because you might be doing it without realizing it. I’ve heard sales people say things like, let me sign you up for HD ok? Or just call CS if you need to return and they can give you an RMA number. Customers who don’t understand what you’re offering will be afraid of making a poor choice, and reluctant to buy. Instead, take time to spell out acronyms and use plain language to explain the benefits of your product. Avoid Talking Down a Product They're Using Now You know it’s never a good idea to go negative so avoid talking down other products they’ve used, decisions they’ve made or advice they’ve listened to. (this is not going to help them feel smart or like you) Imagine how you would feel if a salesperson asked “What have you tried already?” “I’ve been using Bob’s Floor Wax and Stain Remover” then they reply “ Oh that’s a terrible product” A comment like that wouldn’t make your customer feel very smart and may even put them on the defensive. In either case it’s moving your customer away from liking you and away from buying your product. Instead, stay focused on talking about the benefits of your product. “What have you tried already?” “I’ve been using Bob’s Floor Wax and Stain Remover” “Oh yeah, I’ve heard of that. You know our product is made from 100% Bees wax so it’s safe for children and pets.” Summary People like to feel smart. When you help your customer feel good about themselves, there’s a stronger chance they’ll like you and purchase from you. So remember to: Acknowledge the Smart Things They Say Take Notes Compliment them on Decisions and Accomplishments Avoid Using company or industry jargon Avoid Talking down a product they're using now Today’s One Two Punch It’s SMART to help your customer feel SMART
6 minutes | Sep 7, 2016
Learning How to Fail Like a Champion
Handling Rejection in Sales Rejection in sales is a fact of life but rather than letting it get you down you can approach rejection like a champion and find great success! On today's show discover: ... 5 strategies for handling rejection; ... how to use rejection to improve; ... how to fail, like a champion. There are a lot of different skills to master in sales and one that many overlook is developing the skill to handle rejection. There are strategies and skills you can develop that can help you take rejection in stride and even begin to use it to your advantage. Five Strategies for Handling Rejection 1 Separate your ego from your sales performance It’s important to separate yourself from rejection and understand it’s not about you.. Don’t take it personally, rejection can mean many things but your close rate does not equal your self worth. For more on how to turn a no into a yes check out Episode 54 2 Maintain positive self talk A lot of times the biggest obstacle you need to overcome is sitting right between your ears in your own head. Rather than engaging in negative self-talk like “I’m no good, because I didn’t close that guy”. It’s possible to re-frame the conversation to put yourself in a more constructive and positive place. For example: “I’m a great salesperson, so what could I do differently in a situation like that to effect a more positive outcome next time?” 3 Stay Busy When you keep a busy schedule with more opportunities for sales and customer interaction you won’t have time to dwell on rejection. So pack your calendar, arrange your schedule so you’re working when the customers are calling, stay active and keep moving. 4 Expect Rejection Expect that rejection will happen. It’s easier to down-play it in your mind when you expect it. Now, you should still go into every sales interaction confidently assuming the customer is going to buy. But going into your day expecting a healthy amount of rejection is realistic and can help you keep the right frame of mind for success. 5 View Every Rejection as an Opportunity to Improve Despite hitting 714 home runs during his career, Babe Ruth also held the record for strikeouts at 1330. He once said, “Every strike brings me closer to the next home run.” which is a fantastic way to look at rejection in sales. Every customer who says “no” brings you that much closer to the next one who will say “yes”. Examples of Success Despite Rejection Elvis Presley Did you know that after a performance at the Grand Ole Opry, Elvis Presley was told by the concert hall manager he was better off returning to Memphis and driving trucks? Elvis didn’t take the advice choosing instead to continue working on his career. Seems like he did ok in the end. Marilyn Monroe How about this one...When Marilyn Monroe was trying to start her career, modeling agencies told her she should consider becoming a secretary. Good thing she didn’t listen to them. Albert Einstein On June 6th 1907 Albert Einstein received the following rejection letter: Dear Mr. Einstein, Your application for the Doctorate has not been successful at this time and as such you are not eligible for the position of Associate Professor. While you posed an interesting theory in your article, we feel that your conclusions about the nature of light and the fundamental connection between space and time are somewhat radical. Overall, we find your assumptions to be more artistic that actual physics. Summary If any of these great people had let rejection bring them down they would not have gone on to such greatness. Don’t allow the rejection you face in sales to stop you from the success you deserve. Remember: Separate your ego from your sales performance Maintain positive self talk Stay Busy Expect Rejection View Every Rejection as an Opportunity to Improve Today’s One Two Punch Accept Rejection to Realize Success BONUS: 35 Famous People Who Were Painfully Rejected Before Making It Big Ways to subscribe to The K.O. Sales Coach If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe! Click here to subscribe in iTunes Click here to subscribe via RSS Click here to subscribe via Stitcher Feedback We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard! Email: info@KOSalesCoach.net Use our SpeakPipe Page! to send a FREE voice-mail right from your computer, tablet or phone!
7 minutes | Aug 31, 2016
Why What You Say Isn't Always What They Hear
Misinterpreted Communication It happens all the time, you say something but what you mean isn’t always interpreted properly. Sometimes it can be quite funny...you know like when you ask your kids to pick up their room they hear “slide all of those toys and clothes under your bed so I can’t see them.” But in sales the difference between what you say and what your customer hears isn’t always that humorous. On today's show discover: ...common things salespeople say; ...ways customers misinterpret those messages; ...and better ways to get your message across. Subscribe to KO Sales Coach iTunes | Android | Email | RSS | More Subscribe Options Leave a Rating and Review in iTunes The Things Salespeople Say Communication isn’t easy just because you know what you mean doesn’t mean your customers will. To get your message across it’s important to thoughtfully select words and phrases that are less likely to be misinterpreted. Here are some common messages we use in sales and how your customer may be misinterpreting them. The Weather Gailforce Gil answers the phone, greets his customer and then says “How’s the weather where you are today?” because he’s trying to make small talk and establish a little rapport. Gil doesn’t want to sound too sales-y. But what the customer hears is “I really don’t have anything in common with you. I’m a salesman and I’m going to ask you about the weather because that’s what salespeople do.” The customer’s first impression of Gil? He’s really sales-y. Don’t be like Gil. If you really want to establish rapport with your customer find something you have in common. Maybe you know someone who lives in their state, or you know someone with the same name, maybe you used to work in a similar industry. Finding something you have in common is a better way to build rapport than talking about the weather, the weather is it’s too cliche’ and too many salespeople open with it. “You like saving money don’t you?” Obvious Oliver presents his product offer to the customer but the customer says no thanks. So Oliver says “You like saving money don’t you?” What Oliver means is “No, seriously: Why wouldn’t you be interested in our product?” But what Oliver’s customer hears is “I’m going to treat you like a five-year-old.” Ouch...that’s not going to help Oliver maintain rapport and close the sale! A better approach to take is to be curious and ask questions. Perhaps there’s something you overlooked in your presentation or your customer just needs more information first. When you say “I understand, what’s holding you back? Is it the money or are you just not sure product X will work for you?” you’re maintaining rapport and have a better chance of discovering the real reason they said no. “Obviously” When Oliver says: “Obviously, as you can see, this product is the best choice for you.” His customer is thinking: “Really? I thought something else was a better choice. I must not be too bright” (note sarcasm) So how could Oliver communicate that this product is the best choice for the customer without talking down to him? Perhaps this would be better...“From what you’ve said, this product looks like the perfect choice because … ” Sounds better...when you base your conclusion on what your customer already said and provide reasons that justify it; it’s very powerful and most importantly not condescending. “Honestly” Fibbing Frank likes to use the term “Honestly” and he’ll say things like “Honestly, my customers love how easy this is.” What Frank is trying communicate is that this is the truth and he really believes in it. However, Frank’s customer interprets this differently and hears “Everything I’ve told you up until this point has been a lie.” So what’s a better approach? Just leave it out all together. Instead of “Honestly my customers love how easy this is.” just say “My customers love this” Instead of “Honestly, we can have this to you in 3 days.” just say “We can have this to you in 3 days.” Pretty simple fix right? “As I said Before” Roger the repeater is in the habit of saying “As I said before, it comes with a 30 day guarantee” because he’s trying to let his customer know it’s so important I want to bring it up again. Unfortunately for Roger his customer hears “I’m frustrated that you don’t seem to be listening to me”. As you know, there’s a better way to revisit an important point while helping your customer feel smart and it’s the phrase “As you know” So instead of saying “As I said before, it comes with a 30 day guarantee” say “as you know, it comes with a 30 day guarantee”. “I’m sorry, that’s just our company policy.” When confronted with a customer who wants something she can’t provide Polly Policy likes to say “I’m sorry, that’s just our company policy.” When she says it she means I really wish I could help you but my hands are tied and I can’t do what you want. However, her customer hears “I’m not even going to try to help you.” The phrase “I’m sorry, that’s just our company policy” lacks empathy, it’s like you don’t understand how they’re feeling. “I’m sorry” can come across as pity (and no one likes to be pitied). It also closes the door to a solution and leaves the customer feeling out of control (another feeling most of us don’t like). While you can’t always do what you customer wants a better approach is to have some empathy for how they feel and provide options. Rather than talking about what you can’t do for them, talk about what you can do for them. For example you’re first response to a customer might be “I understand, Let me see what I can do” Then after working out some options. “Here’s what I can do to help resolve this for you....” Provide two or three different options and ask which would work best for them. This approach helps put the customer back in control and gives you a chance to express empathy and a sincere desire to help. Summary Working to improve your communication can have a big impact on your sales. Remember: To Build Rapport: Find real common ground with your customer rather than talking about the weather To Maintain Rapport be curious and ask questions when a customer says no rather than using phrases like “Obviously” and “you like to save money don’t you?” To Maintain Trust make confident statements and leave out the word “Honestly” To Revisit an Important Point and make your customer feel smart say “as you know..” instead of “like I said before” To Convey Empathy and a Sincere Desire to Help talk about what you can do rather than what you can’t do. Today’s One Two Punch Improve Communication to Improve Sales
5 minutes | Aug 25, 2016
Nice Guys Finish Last
In Sales, Nice Guys Finish First No doubt you’ve heard the expression “nice guys finish last”. I’m not entirely sure who said it but I’m pretty sure they weren’t talking about nice guys in sales because in sales “nice guys finish first.” On today's show discover: ...why you need your customer more than they need you; ...how easy it is to standout and rise above the competition; ...a simple way to get first hand experience on the other side of the counter. Subscribe to KO Sales Coach iTunes | Android | Email | RSS | More Subscribe Options Leave a Rating and Review in iTunes Key Points from the Show Even a bad experience ordering a sandwich can ultimately impact sales! You need your customer more than they need you. Be the customer and go on a pretend shopping trip. It's a great way to add the good experiences you have to your sales approach and remove any that can cause a negative experience. It's easy to stand out when you're: nice; friendly; respectful; and have a sincere desire to help. Today’s One Two Punch In sales “the nice guy (or gal) does finish first!” Ways to subscribe to The K.O. Sales Coach If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe! Click here to subscribe in iTunes Click here to subscribe via RSS Click here to subscribe via Stitcher Feedback We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard! Email: info@KOSalesCoach.net Use our SpeakPipe Page! to send a FREE voice-mail right from your computer, tablet or phone!
7 minutes | Aug 18, 2016
5 Ways a Sales Script Can Make You More Money
Everybody Uses a Script If you’re in sales chances are really good you have a sales script. Even in face to face sales you have a consistent “pitch”, a standard way you greet your customer and a consistent way to answer the phone. In phone sales the script is even more important, because you have to rely heavily on the words you use to convey value and close. If you aren’t taking full advantage of your script you’re missing out on a powerful sales tool. Not using it could be costing you money. On today's show discover: ...5 Ways your Sales Script Can Make You More Money this year A lot of business is conducted over the phone so no matter what type of sales you do, knowing how to use a sales script is important. In fact,here are 5 ways using a sales script can make you more money right now. One: You avoid the pain and time of going through the trial and error process. Your sales script is the culmination of all the mistakes others made before you. That’s a great thing, because you don’t have to go through the process of making those mistakes yourself. Here’s an example: When customers called in for a health product we used to ask: “What did you hear on the radio that prompted your call?” And even though we wanted to understand their need and health concern they would say things like “they said to call in the next ten minutes” or “they said I’d get a free book”. (not what we were looking for) So we changed it and we said “What did the Doctor talk about on the radio that prompted your call?” And we got responses like “they said to call in the next ten minutes” or “they said I’d get a free book”. (still not what we were looking for) So then we changed it again to “What health concern did the Doctor talk about on the radio that prompted your call?” ...and suddenly we started getting more of the responses we were looking for. Every part of your sales script has evolved just like this over time. It’s written the way it’s written, because it works. So what does this do for you? It helps you avoid losing sales trying to find the right thing to say and gets you making more sales, more quickly, right now! Two: You get to talk to and help more customers When you’re using a well crafted script it helps you move efficiently through the sales process. Your script helps you provide just the right amount of important information at the right time. Without the script to guide you, it’s easy to drift into areas that take time and don’t add any real value. You might also leave out important details and drift further away from the close. Your script is written to provide the critical information the vast majority of customers need to make a buying decision. No more, no less. It’s also designed to keep you on track and moving toward the close in a logical and proven method. So what does this do for you? When you’re on script you’re more efficient and effective so you’ll talk to more customers and close more sales! Three: You provide better, more accurate information When you have a lot of products to sell it’s easy to get confused and without a script to rely on you may inadvertently give your customer the wrong information. Staying on script helps ensure you’re providing accurate details and setting realistic expectations for your customer. This helps your customer make an informed decision and , with realistic expectations, they're more likely to be happy with their purchase. That means fewer returns for you! Four: You sound more confident Have you ever listened to yourself on a recording, maybe after leaving someone a message? Sometimes, when you’re “winging it” there are a lot of "ahs" and "ums" in your communication. These stalls are the result of your brain not catching up with your mouth. On the other hand, when you’re using your script you sound more confident and customer’s like that. Five: You use proven phrases, words and ask questions that get results This is pretty similar to the first point but over the years we’ve discovered the words and phrase that are helpful to the sales process and those we want to avoid. For example: We know the word “cheap” devalues the product. Which is why your script says “most affordable” “Most expensive” doesn’t work as well as “best value” “If it doesn’t work for you” causes your customer to imagine it not working for them so instead we say “we’re so confident you love it” which helps customers feel more at ease. We know that asking “How long has this been an issue for you?” encourages the customer to talk where “Have you had this pain for a long time?” generally doesn’t engage the customer in conversation. Why are Some Reluctant to use a Sales Script? Sure, each customer is unique and it would be impossible to script an entire conversation. You need to rely on your listening and communication skills to have a meaningful conversation but the script is always there for you to come back to, and to keep you on track. So why are some salespeople reluctant to use a sales script? One reason is they don’t want to sound like they’re reading a script. Which makes sense and if you never practice it might sound like you’re reading but it’s not hard to make a script sound very natural after reading through it a few times. Professionals Do It All The Time You’re serious about your sales career and you devote time to learning about the products you sell and developing new skills. Why should your sales script be any different? Knowing how to use your sales script so you sound natural is another sales skill.Professionals in all walks of life use scripts and practice so they sound conversational. News anchors, Actors, Salespeople there's no difference. In the end, knowing how to use your script will allow you to help more people, make more sales and make more money for yourself. Today’s One Two Punch Use a Script to Increase sales Ways to subscribe to The K.O. Sales Coach If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe! Click here to subscribe in iTunes Click here to subscribe via RSS Click here to subscribe via Stitcher Feedback We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard! Email: info@KOSalesCoach.net Use our SpeakPipe Page! to send a FREE voice-mail right from your computer, tablet or phone!
6 minutes | Aug 5, 2016
How to Encourage Customers to Sell Themselves
No One Can Sell You Like You Nobody can sell you on buying something better than you and that goes for your customer as well. When they get excited and want to buy, just stand back and get out of the way! What if you could structure your conversations in such a way that your customers actually sell themselves? That would be pretty cool right? On today's show discover: ...how to keep your customers engaged; ...why you need to be careful what you ask for; ...how to focus your conversation in such a way that your customers practically sell themselves. Subscribe to KO Sales Coach iTunes | Android | Email | RSS | More Subscribe Options Leave a Rating and Review in iTunes Who's Doing All The Talking? Despite what some people may think selling isn’t about “talking somebody into something” in fact most of the best salespeople in the world say very little. When you’re doing all the talking it’s likely your customer has simply tuned out and you’re sounding more and more like the teacher from Charlie Brown. On the flip side, when they’re doing most of the talking they’re engaged in the process. If the conversation is going one way they’re reinforcing a buying decision or, if it’s going another way, talking themselves out of it. So let’s talk about how you can structure your next customer interaction so they’re engaged and focusing on the right stuff. Engaging Conversation Anytime you can get the customer talking you’re well on your way to a sale. But what about those people that just don’t want to talk, they don’t seem to open up? Well, there are people who don’t say much but if this is happening to you a lot it may be the way you’re phrasing your questions. You know open ended questions are best when you’re working to engage a customer in conversation. But even if you start your question with a who,what,where,why, when, or how you may be closing the door on a conversation without even knowing it based on the way you end the question. Here’s an example: Agent: How are you sleeping at night, are you tossing and turning? Customer: Yeah This customer is not opening up but it’s not their fault. They’re simply answering the question they way it was asked. It started out as a fine open ended question but by ending it with “are you tossing and turning?” the customer was allowed to answer without going into detail. The solution is easy just leave out the last part. Agent: How are you sleeping at night? Customer: Well, most nights I do ok but there are a few days during the week when I need to get up early and I just seem to toss and turn those nights. I think I’m anxious or nervous I’ll sleep through my alarm. When you leave off the ending the customer is encouraged to share more information, information you can use to build value. Additionally, open ended questions like this encourage the customer to be an active participant in the process, they’re engaged and more likely to buy. Asking open ended questions are essential for keeping your customer involved but you need to be sure you’re asking the right questions, and phrasing them the right way. Your goal is to keep the customer in a positive frame of mind that supports the buying process. Be Careful What You Ask For Remember that saying “be careful what you wish for?” well in sales it’s “be careful what you ask for”. You want the customer engaged in the conversation but you also want them focusing on the right stuff. Based on the questions you ask and more importantly the way you ask them you can guide your customer to a more positive and sales supporting conversation. For example: If you ask someone, "so what do you think?" Most of the time you’ll get a mixed response which will include some negatives. When most people are asked this question they feel obligated to provide a balanced response, some good and some not so good. While your customer is thinking about the “not so good” and then saying it out loud, they’re in essence talking themselves out of the sale. A better way to ask this question is “What did you like best about it?” In order to answer this question your customer has to review those aspects of your product or offer that were most appealing. By explaining it to you they’re reinforcing the positive aspects and selling themselves. Here’s another example: When you ask “how does it feel to be missing out on family hikes” you bring up negative feelings your customer is currently experiencing. The question also doesn’t help link your product as a solution. Instead try asking “How will it feel to be able to go on hikes with your family again?” Now you’re triggering a positive emotion and linking your product as the solution and gateway to the life they want. Asking the right questions, phrased in the right way, can create positive reactions that reinforce your product as a solution. Focusing on the Right Stuff Finally, steer the conversation so your customer is telling you about their desired outcome. When you can get your customer talking about their hot button and how they want their life to be they’ll light up. The more they share the more they’re reinforcing a reason to buy.When you spend too much time asking questions about their problem customer’s can shut down. It’s less exciting to talk about problems it’s more exciting to talk about dreams. I mean how much fun would it be to sit down and talk with someone about all the money you owe and all the bills you have to pay? Not something I’d be looking forward to. But what if that conversation was about how you would spend 20 million dollars if you hit the Mega Bucks? Now that would be a lot more fun, right! So keep your customer engaged by: Keeping your questions open ended Phrasing questions so your customer is answering positively And steering the conversation toward their desired outcome When they’re telling you what they like best and how it can change their life they’re selling themselves. Today's One-Two Punch Guide your Conversations to Increase Sales Ways to subscribe to The K.O. Sales Coach If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe! Click here to subscribe in iTunes Click here to subscribe via RSS Click here to subscribe via Stitcher Feedback We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard! Email: info@KOSalesCoach.net Use our SpeakPipe Page! to send a FREE voice-mail right from your computer, tablet or phone!
7 minutes | Jul 28, 2016
How To Turn a No into a Yes
6 Out of 10 Say No When you’re in sales you’re going to hear the word “No” and you’re going to hear it a lot more than you hear “yes”. In fact, if you’re great at sales 6 out of 10 people will turn you down. And to be great in sales you can’t let the no(s) you get, get you down. On today's show discover: ...that there’s a positive side to every no; ...how to know what no means; ...and how curiosity can help you turn No(s) into Yes(s); It's Easier to Say No Most people find it easier to say no then to actually make a decision. For that reason, those of us in sales are used to hearing “no” far more frequently than we hear “yes”. In fact, studies show that the average customer says no about five times before they say yes. Now you could let those “nos” pile up on you and bring you down or you could recognize that every “no” is getting you that much closer to your next yes. Unfortunately, there are a lot of missed sales opportunities because some people feel that no is the final answer. No is not the end of the road, no is where the sales process begins. Think about it like this, if everyone said yes everything would be sold through vending machines and you might be out of work. True salesmanship starts when the customer says no. This is when you use your skills to first understand what no really means, then work to address it and if possible turn it into a yes. What Does No Really Mean? Let’s take a look at what it means when a customer says “no” because most of the time, in sales, "No" doesn’t mean "No". It could mean: “I’m interested but I don’t see what’s in it for me yet?” -or- “Based on what I know so far, the risk is far greater than the reward” -or- “There is a really important and specific thing I need your product to do for me and you haven’t shown me that” -or- “I can’t afford it right now” -or- “I don’t understand what you’re offering so I can’t yes to it” Many times “no” simply means your customer doesn’t have enough information, hasn’t seen the value yet, or is confused about something you’re offering. In each case it’s easier for the customer to say “no” than to tell you they’re confused, need more information or don’t think the product is worth the price. Even when a customer says they can’t afford it, there’s a really good chance they just haven’t seen the value yet. How Do You Turn a No Into a Yes? It’s actually pretty simple; you just need to find out what information is missing and then fill in the gaps. The best way to find out what's missing is to ask good questions and be curious in your approach. You’re not trying to convince the customer to say yes, you’re trying to understand why they said no. Remember “No” is not rejection, when you find out what’s missing and provide it you can turn a "no" into a "yes". Successful sales people do it all the time! Example: Trying to Convince a Customer to Say Yes Salesperson: “And you get everything for just $197.15. So where would you like me to send it?” Customer: “Well, I don’t know. I’m going to have to talk to my wife about this first” Salesperson: “Well you’re in charge of your own finances aren’t you or does she need to approve everything?” Using this approach it's very unlikely that a customer will decide to say “yes". Even if they do, it’s not the kind of experience you want your customer to have. No one wants to feel bullied. Example: Using a more Curious Approach Salesperson:” I understand, now when you two talk what are the main points you’ll want to review with her?” Customer: “ Everything you’ve told me about the product sounds great. I just want to be sure she’ll be able to make this everyday. It sounds like a lot of work to prepare and she has a very busy schedule.” Salesperson: “I see, you know I can’t believe I forgot to share this with you before but you can make a bunch of this up ahead of time. So she would only need to prepare it once at the beginning of the week. It’s how a lot of my busy customers do it.” Customer: “Oh you can? Perfect, I think this will work out great then” Getting Value when "No" Does Mean "No" Even after all that you may get a no that really means no and that’s ok because there’s still something positive that can come from it. When you get a “yes” in sales you get a check! But while there is no check for getting a no you do get something of value if you choose to take it. You get valuable experience and a chance to review what happened on the call. It’s an opportunity to think about what you can do differently next time. It’s how anyone who is great got where they are today. They tried, failed, learned from it and tried again. It’s a simple formula but you have to be willing to take something away from every “no”. While it can be tempting to blame something or someone else when you get a “no” there's no value in it. Rather, think about what you did, what you said, and what you could do differently next time. Review what worked well and what didn’t. When you gain something of value from a “no” it’s a positive experience. Michael Jordan once said: “I’ve failed over and over again in my life and that is why I succeed” - Michael Jordan Today's One-Two Punch Learn from the No(s) you get today to get more Yes(s) tomorrow Ways to subscribe to The K.O. Sales Coach If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe! Click here to subscribe in iTunes Click here to subscribe via RSS Click here to subscribe via Stitcher Feedback We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard! Email: info@KOSalesCoach.net Use our SpeakPipe Page! to send a FREE voice-mail right from your computer, tablet or phone!
7 minutes | Jul 20, 2016
How to Get Comfortable Being Uncomfortable
Go Out on a Limb Most people associate risk with danger and when we’re in dangerous territory we’re uncomfortable. But there is an upside to taking calculated risks and being a little uncomfortable. Take an apple tree for example...the fruit grows at the tips of the branches, not next to the trunk. You have to be willing to go out on a limb, where you might not feel comfortable to get the good fruit. For your sales life to be fruitful...you need to do the same thing...you need to get comfortable being uncomfortable. On today's show discover: ...why it’s important for your sales career to embrace the uncomfortable; ...how to get past those things that might be holding you back; ...and why getting uncomfortable might be the best thing you’ve ever done for yourself. We Love Our Comfort Zones It’s human nature to move toward those things that are comfortable. We do love our comfort zones! But when you look at people who have found success whether in sales, sports, business or any aspect of life you see people that got outside their comfort zones and become comfortable with the idea of taking risks and trying new things. In fact, many of them are not only comfortable taking risks they actually thrive on it. Mark Zuckerberg, founder of Facebook once said “The biggest risk is not taking any risk. In a world that’s changing really quickly, the only strategy that is guaranteed to fail is not taking any risks.” - Mark Zuckerberg When you’re not taking risks you can get “stuck” simply doing what’s comfortable and then you miss out. You don’t give yourself the chance to expand your horizons, improve yourself and ultimately realize all of the success you want. Avoiding the uncomfortable is perhaps the biggest limiting factor for most people. What is Your Biggest Opportunity So what does this mean for you and your sales career? The question to ask yourself is what part of the job is the part you struggle with the most, what do you avoid? Chances are, that is your biggest opportunity for growth! Maybe you avoid calling prospects; Or asking for referrals; Perhaps you avoid talking with customers about their hot buttons; Or you avoid using your sales script; You might avoid using your rebuttal process to overcome objections; No matter what your biggest opportunity is; the first step is recognizing that avoiding it means you’re limiting your own potential. This all sounds so simple, and it is! So why do we avoid these things so much? Unfounded Fears Here are some common, unfounded fears people have when it comes to embracing the uncomfortable and trying something new. You’re Not Good Enough You fear you’re not good enough to do this new thing. This is illogical and (like most fears) not based on anything solid. When you first learned to ride a bike you may have felt this fear. How many times do parents hear kids say “I can’t do it”. This translates to the adult world in phrases like “that doesn’t sound like me” or “I’m just not cut out to do that”, “I’m not a salesperson”. Change your inner dialog from “I can’t do it” to “I can do it” Fear of Making a Mistake Many of us are afraid to make a mistake even though mistakes are necessary. It’s how we learn. When you learned to ride a bike you fell down and that taught you how to balance. Fear of What Others Will think Sometimes we’re so concerned about what others will think of us we avoid those uncomfortable situations all together. But we’ve all been there and your true friends will admire you for getting outside your comfort zone. “Those Who Mind Don’t Matter, and Those Who Matter Don’t Mind” - Dr. Seuss It’s Hard A lot of new things are hard and usually the harder they are the more value they have (if they were easy everyone would be doing it!) Learn to enjoy the challenge and the satisfaction you get when you overcome it. Even learning to ride a bike is hard at first but once you master it, it’s as easy as....riding a bike! How to Make the Uncomfortable Comfortable Ultimately, the only way to get comfortable with something is to do it. It’s said that one of the biggest fears people have is public speaking. If you want to get good at it you could: read any one of a thousand books on the subject, watch instructional videos, attend seminars; and study great motivational speakers. But in the end, the only way to become a great public speaker is to get up in front of a group of people and speak. And...every time you do it it becomes more and more comfortable for you. Here are a few other strategies that can help you embrace the uncomfortable. Smile Smile when it’s uncomfortable. Believe it or not if you can smile while you’re uncomfortable, you can learn to be happy with the feeling. Take it One Step at a Time Let’s say you’re uncomfortable asking hot button questions. Start by asking just one and see where the conversation goes. As soon as you feel comfortable asking every customer at least one hot button question, force yourself to ask everybody two. Understand Your Fallback Position Take a hard look in the mirror and ask yourself what do you do when things get uncomfortable? Where do you go? Now consider what happens if you don’t go there? If overcoming objections is uncomfortable for you perhaps your fall back is “ok well call us back when you’re ready” So why do you say that instead of using your rebuttal process? It’s easier It’s more comfortable It’s not as risky But what happens if you simply read a rebuttal script instead? What’s the worst thing that can happen? They just say no again right? But what if...they say “yes”? And do you think if you started reading your rebuttal script every time, you would get better at it? And do you think as you got better more people would say yes? Just Do It There is no wading into uncomfortable waters...you have to dive in head first and go for it and realize that If you feel uncomfortable, you’re doing something right and you’re growing and getting better. Conclusion Remember: Identify those places in your sales career, process and customer interactions that are uncomfortable (they are your biggest opportunities) Overcome unfounded fears And just do it..... I want to challenge you today to do that thing that makes you uncomfortable in your sales process. At worst, you’ll fail and learn a valuable lesson. At best, you’ll succeed and be on your way to bigger and brighter things! Today’s One Two Punch Get Comfortable being Uncomfortable
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