IAS Training - Sales Insight Blog

Sales Managers = Coaches!

2012-02-04T12:00:00.001-07:00

The holidays are now in our rear view mirror and most of us are back to the grind, but there are one or two more things that I wanted to share with you that I was reminded of during that time. As many of you probably know, there are a ton of football games on in the month of December, both college and pro. In watching these games and the coaches of the teams, I was reminded of how important the job of a good sales manager is to the salespeople around them.

A sales manager has a lot of jobs and all are important, but the most important one is the support and motivation that they provide to their teams. As I listened to coach’s talk, there was one constant message that kept coming through and I think that message is very applicable to a sales team as well. The best quote I heard was from former Dallas Cowboy Head Coach, Jimmy Johnson. He was on one of the pregame shows and was asked did he treat all of his players the same? His response, and I’m paraphrasing, was no because the players are not the same. He went onto say that what motivates one player, may not motivate another or that some players respond to yelling while others go into a shell. The last thing he said was, "You have to know your players."

As a sales manager, you have to know your salespeople. What motivates each of them and how to get the best out of them? There are going to be salespeople who are motivated by simply making money and that’s ok. There are going to be others who are motivated by the relationships they establish with co-workers and customers. The sales manager needs to understand that motivating the salesperson who is interested in the relationships with more money probably is not going to work, and vice versa. Knowing what drives each and every salesperson is vital for a sales manager, and will lead to increased sales from everyone.

Every salesperson is different and is going to respond differently to motivational techniques. The most important job of a sales manager is understanding what makes everyone on their staff tick, and then using that knowledge to motivate each of them. Tracking inventory is important but if there’s no one to sell that inventory, then what is there to track? Your salespeople are your biggest asset!

FINAO - Brad Huisken

Even at the Doctor’s Office!

2012-01-20T17:12:00.000-07:00

When I first started thinking about writing this particular article, I went back and forth about if I should write it or not. In the end I decided that there were some things to be learned from that one fateful day at the doctor. It has nothing to do with sales but it has everything to do with customer service and being a professional.

A few weeks ago I went to the doctor and witnessed many poor examples of customer service and an incredible lack of professionalism. The first thing I noticed was that despite having 3 patients at her desk, the receptionist was more interested in taking care of the people on the phone. She answered 4 phone calls before helping any of the patients standing in front of her. The people on the phone are important, of course, but the customer standing right in front of you is the most important one. That’s customer service 101.

As I was filling out some paperwork, I had a question and went to the receptionist to ask and was shocked at what I heard. Upon asking the question, the receptionist said "Hang on, can’t you see how busy I am?" We all get busy and even flustered at times, but we are in the customer service business and a response like that is NEVER appropriate.

I was then waiting to be called back and there was some sort of disagreement within the staff, and they begin to argue in front of all of their patients. It was uncomfortable sitting in the waiting room and completely unprofessional. Again, we all have disagreements with supervisors or co-workers but it is never acceptable to vent them in the presence of customers.

The one positive note out of all of this is the manner in which the doctor dealt with the situation. He apparently heard the arguing, came up to the front desk and quietly calmed people down. His professional approach solved the situation that could have been made worse had he came up yelling himself. He figured out what the problem was, solved it and then came into the waiting room and apologized to everyone. He said, "We are truly sorry for the lack of professionalism today and we value your continued business."

Thankfully the doctor’s actions saved the day. But we must always remember that no matter what kind of day we are having, delivering high quality customer service is a must.

FINAO - Brad Huisken

It is the Little Things That Make a World of Difference!

2012-01-13T18:48:00.001-07:00

There are virtually hundreds of ways to provide excellent customer service, but a lot of times it is the simplest ways that mean the most. Salespeople provide customer service for many reasons, but one of the biggest is to create a repeat customer base. A friend of mine and his wife recently celebrated their first wedding anniversary and discovered numerous examples of quality customer service.

About a week before their anniversary, my friends received a notice in the mail from the store where they purchased their wedding rings. Inside were a card and an offer for a free pair of earrings as a gift for their first anniversary. As you will continue to see in the following example, all the store did was use an event that was going to happen anyway in order to provide customer service. The fact that the store remembered their anniversary and offered a gift to help them celebrate is a great way to ensure future business.

While my friends were out of town celebrating they went out to eat and through conversations with their waitress, it came out that they were in town for their first anniversary. The waitress provided excellent service and told the manager about the anniversary couple. When the check arrived, so did a free desert from the manager in honor of my friend’s special day. As we mentioned above and many times in the past, one goal of customer service is to establish a repeat customer base. Little did this restaurant know at the time that they would reap those benefits twenty-four hours later.

My friends enjoyed their time so much at that restaurant that they decided to go back the next night. There was a different group of people working there that night and once again my friend’s anniversary came up, and once again they received a free desert in honor of their anniversary. The restaurant now has two customers who will always return when they visit that town, and all they did with help a young couple celebrate.

The bottom line in these stories is that customer service, when done right, should be simple. There were no fancy slogans or advertisements in these examples, all these two companies did was take an everyday event and make that event just a little bit better.

FINAO - Brad Huisken

Happy New Year!

2012-01-06T17:36:00.001-07:00

The New Year is here, and with it comes new opportunities for salespeople. The past year, good or bad, is gone. If you had a good 2011, then you look to build on your success and make 2012 even better. If 2011 was not one of your better years, then it’s time to put the year behind you and move on to better things in 2012. It doesn’t matter what category you find yourself in as we approach the New Year, because it is a great time to review where you are, what works and where you can improve. With that said, here are a few things to remember after the champagne and the bowl games.

Set your goals for the new year - Review your goals from 2011 and if you hit them, then raise them for 2012. If you came up a little short, then adjust your new goals accordingly.
Review the new product lines (if necessary) - A lot of companies introduce new products with the turn of the calendar, so make sure you are familiar with them. In addition, make sure you keep up with any changes to existing products.
Send thank you notes from the holidays (if applicable) - Not every salesperson is going to do this depending on what you are selling. If you are selling less expensive items, then this may not apply to you. However if you are selling bigger ticket items, then it is high-quality customer service to take the time to write some thank you notes.
Review the basics - Even salespeople who have been in the game for 20 or 30 years can always benefit from reviewing the fundamentals once or twice a year. Some of the basics may include: closing techniques, handling objections, adding-on and more.
Remember to take time for yourself in the New Year - The holidays are over and salespeople work very hard in the last two months of the year, so don’t be afraid to take some time to recharge your batteries for the New Year.

There’s a popular saying in the world of sports that goes, "If you are not getting better, then you are getting worse. No one stays the same." As a professional salesperson, take the time and the steps to make sure you are on track to get better in 2012. HAPPY NEW YEAR!

FINAO - Brad Huisken

Happy Holidays!

2011-12-23T13:07:00.004-07:00

To all of our Friends and Clients, thank you for helping make 2011 our best year ever. We hope you have a very happy and prosperous 2012!

FINAO - Failure is Not An Option

Brad Huisken and the staff at IAS Training.

Holiday Add-Ons

2011-12-17T08:01:00.000-07:00

If you have read these newsletters even a little over the past few years, then you know that adding-on is something we firmly believe in for all salespeople. As all salespeople know, adding-on to a sale is a great way to increase the value of each sale, but is also a customer service. There are many times when an add-on is a necessary item for the main item to be used correctly, and the customer appreciates the salesperson that is looking out for their best interest. The add-on is always a good idea, but it is a great idea during the holidays.

The easiest add-on, of course, are batteries for gifts that require them. Obviously batteries fall more on the side of customer service because nothing is more frustrating than getting a product home and then realizing it needs batteries. So make sure your customers have everything they need in order to use their new product(s) immediately.

Add-ons, as mentioned, can also be used to increase the value of the sale that you are making. For example, if you are selling a necklace to a man who is looking for a Christmas gift for his wife, then don’t be afraid to add-on. Something like this, "That’s a great choice and you might be interested in these earrings that actually are designed to go with that very necklace." Some customers may say yes and some will pass but you don’t know until you try. Another reminder as we head into the holidays, add-ons do not have to cost less than the initial purchase. In our example, it is certainly possible that the earrings cost more than the necklace but they were the add-on.

Some of the other common add-ons to keep in mind this season include: gift wrapping, extended warranties, service agreements and so on. Again these add to the value of the sale but are also a customer service. The gift wrapping may be a small add-on, but may save the customer some valuable time. Most salespeople are going to interact with more customers than normal in the next few weeks, make sure you are attempting to add-on to every sale.

An add-on does benefit the salesperson. But more importantly, it benefits the customers, and satisfied customers are more likely to return in April and May. Never forget that expanding your customer base is always a primary goal and adding-on is another tool in reaching that goal.

FINAO - Brad Huisken

Holidays and Repeat Customers

2011-12-09T16:26:00.001-07:00

One of the biggest keys to selling, as we all know, is establishing a repeat customer base. This is nothing new, of course and we’ve talked about it many times throughout the years. A salesperson can be successful selling once to new customers all the time but it is a difficult way to make a living. The best salespeople are constantly working to increase their repeat customer base and the holidays represent a perfect time for every salesperson to do that.

For the most part, salespeople in all fields are going to see some sort of increase in the number of customers that they interact with on a daily basis. Obviously your first goal is to satisfy the customer at that given point in time, but professional salespeople also see that as an opportunity. For example, if a customer comes in to buy a necklace for his wife on Christmas, that’s an opportunity to establish a repeat customer. The first thing, of course, is to satisfy the customer with the necklace that he is looking for. If the customer leaves your store satisfied, then they are likely to return. However don’t be afraid to be proactive in trying to establish a future customer base.

That customer who came in to buy the necklace may have only come in because it was the holidays and he was shopping around, and you did a great job in meeting his needs. Now it is time to take the next step and get that customer to come back in the future. You could say something like, "I am happy we were able to find a necklace that I am sure your wife will love. Just so you know we have a great selection of unique Valentine’s Day gifts that you may want to check out when the time comes." At that point, hand the customer your business card and thank them again for their business.

The next step is to write a quick thank you note, both for their business and to wish them a happy holiday season. It sounds like a lot of work, but in reality it’s only going to take you a few minutes to write a quick thank you. A customer is going to interact with hundreds of salespeople between now and the end of the holiday season. But they are going to remember the customer service you provided, and the thank you note that they received. A little extra effort now will lead to more sales in the future.

FINAO - Brad Huisken

Layaway

2011-12-02T16:19:00.001-07:00

As we approach the holidays, we also continue to live in an economy that is tough on so many people. It is always the job of a professional salesperson to get to know their customers, what they want, and then help them determine the best way to accomplish that. That is especially true in these trying times.

Most people still want to enjoy the holidays and do as much as they can with what they do have. It is the salesperson’s job to help them do that. There are all kinds of tools and programs that can make it easier for your customers to enjoy the upcoming holidays. Anyone who has been a salesperson for more than five minutes knows about layaway, but do we use it enough? Do we offer it enough to our customers? My experience tells me that we do not; but we should.

When a prospect tells a salesperson that they would love to buy the product, but the price is just too high, the response often goes something like this. "I understand times are tough. We have a credit program for which you might qualify." In this day and age, most people have no interest in taking on more credit and another monthly bill that will last for years. It’s not the job of a salesperson to protect their customer’s personal finances, of course, but it is their job to give the customer what they want while feeling comfortable.

A layaway plan is a perfect fit in this type of situation. A customer can put the product they want in layaway, and pay over a period of time. A program like this is a great tool for salespeople at any time, but even more so during the holiday season. Some customers have heard of layaway but don’t know exactly how it works, and others may not have ever heard about a layaway program. If you are faced with a price objection and it really is a matter of budget, that’s the perfect time to explain your layaway plan. Make sure you know how the plan works, and be prepared to answer any question that your customer may have about it.

In addition to making the sale today, chances are the customer will be so pleased that you were able to help them get what they wanted, that you have also gained a repeat customer.

FINAO - Brad Huisken

Holiday Selling

2011-11-18T16:58:00.001-07:00

Believe it or not, the holiday season is right around the corner. How did we get from summer picnics to talking about the holiday selling season so quickly? However it happened, here we are and here are a few reminders as we enter the next couple of months.

Customer service - Customer service is always important, no matter what time of year it is, but it is even heightened during the holidays. As a salesperson, you are going to be busier and it can be easy to move quickly from customer to customer without giving each one your full attention. It’s also important to remember that a lot of customers are going to be a little more on edge, in a hurry or just plain cranky. Understand that going in and raise your level of customer service to satisfy any and all of your customers.
Know your products - Once again, knowing your product is always important but even more so at this time of year. People who don’t normally shop are going to be shopping, people are going to be buying items they don’t normally buy and it is up to the professional salesperson to know each of their products inside and out. Customers are probably going to ask more questions than usual if they are purchasing items that they do not usually buy. Be prepared.
Be understanding - We all ready touched on this a little but remember that some people really get stressed out during the holidays. Do your best to take away some of their stress and assist them in getting what they want.
Smile - That sounds simple but a smile can be the only thing a customer, on their fifth store in two hours, needs. If they’ve been dealing with other salespeople who have been less than professional, then a smile from you may do most of your work for you.
Have fun - Remember that the holidays are supposed to be fun, and while there is some stress involved, don’t forget to have fun. For example, a customer who is buying a necklace for his wife may very well be excited about the gift he is buying. Share in that excitement!

Those are just a few things to remember as we head into the holidays. If you put these into practice over the next couple of months, then you will probably close your fair share of sales and gain a few repeat customers in the process.

FINAO - Brad Huisken

Trust

2011-11-04T16:42:00.001-06:00

I want to share a story with you today that I heard many years ago, but it is as true today as it was when I first heard it. It's called, "Don't smell the milk."

A woman had just gotten home from the grocery store and was in the process of putting away all of the food she had just bought. After she was done, the woman decided to pour herself a glass of milk. As soon as she opened the brand new gallon of milk, the smell was very apparent. Just to make sure, she held the gallon up to her nose and sure enough the milk was sour.

The woman was not upset, she knew that mistakes happen, but she did take the milk back to the store to exchange it for a good one. She explained to the clerk what had happened and that she just needed a fresh gallon of milk. The clerk took the milk she was returning and proceeded to open it and smell it himself. He looked at the woman and said, "Your right, that's spoiled. Let me go get you a new one."

The woman was in shock and insulted! Why you ask? She had just told the clerk that the milk was spoiled, why did he have to check? The woman expressed to the clerk that she was upset because he openly questioned her claim right in front of her. She was so upset that she asked for her money back instead of a new gallon of milk. As she walked out of the store, she passed the manager and said "I've shopped here for many years, but after today I won't be back."

The issue here is not the milk; the issue is trust. The woman explained why she was returning the milk and the clerk did not trust her. In reality, he probably did trust her but his actions said otherwise. It was probably a natural reaction for him to open the gallon of milk and smell it, but the customer is also right in this case. When a customer returns something they bought from you, or even if they share information with you during the selling process, do not question them or look for verification. We are trying to build trust with our customers and if the first thing we show them is that we don't trust them, why would they trust us? Don't smell the milk!

FINAO - Brad Huisken

Sales Manager Tips

2011-10-21T22:29:00.001-06:00

Regardless of the sport or the business, teamwork is imperative for success and the field of sales is no different. Salespeople, for the most part, work alone and their successes are individual, but that doesn’t mean a good team environment is not necessary. As a sales manager, your job is to create an environment that encourages all of your salespeople to reach their individual goals. If they all reach their individual goals, then you will have no trouble reaching your team goals. So how do you create that ideal environment? There are a thousand answers to that question but here are a few for you to nibble on.

Set your standards and communicate - If your team does not know what they are supposed to achieve, then how can they be expected to perform to a certain level? Be clear in what the goals, both individual and team, are and then expect them to be met.
Are the standards high but attainable - This is an important one for sales managers to master. You want to set the standards high, but not so high that they are not reachable. Every salesperson is going to be different and have different goals based on their individual situations. Make sure you are setting goals that are high but also within reach.
Hold people accountable - If the people who fail to meet the standards that you have set do not face consequences, then what’s the point of having the standards? Make sure your salespeople are meeting their goals; and if they are not, come up with a plan to assist them in reaching their fullest potential.
No excuses - Salespeople are not the only people in the world to make excuse when things aren’t going well, it’s human nature. As a sales manager, your job is to eliminate excuses.
Do not allow blame - This goes hand in hand with no excuses, but professional salespeople do not blame others or events for their lack of production. The bottom line is there is never going to be a "perfect" time to sell. There are always going to be built in excuses or things to blame for not reaching sales goals but that’s where an effective manager is important. Make sure your salespeople understand that production is expected in every situation.

Those are just a few things to remember as you lead your sales team in these challenging times.

FINAO - Brad Huisken

Customer Needs In This Economy

2011-10-07T23:04:00.000-06:00

We’ve talked many times about how important it is to get to know each and every customer that you come in contact with. We’ve also discussed how the current state of the economy effects the field of sales. Those two ideas are intertwined these days, so how does the current economy effect a salesperson’s approach?

We always want to get to know our customer, that’s why non-business conversations are so important. Professional salespeople also want to get to know their customer’s wants and needs, as it makes it easier to satisfy each and every one of them. With that said, the current state of the economy only heightens the need to get to know all of your customers. Why is it important?

I don’t need to tell you how many people are struggling these days with unemployment, underemployment, falling stocks and rising prices. With all of those things going on, people still want to buy goods and services. It is also true that because of the current circumstances, customers are going to be more diligent when buying. That’s where getting to know your customers becomes even more important than ever before.

Customers do not have "extra" cash on the things they need to buy, so the professional salesperson will take the time to get to know exactly what their customers want. For example, if a young man comes in wanting to buy a pair of earrings for his girlfriend but only has a certain amount of money to spend, it is up to the salesperson to offer him choices that fit that budget. Just because you are working within your customer’s budget does not mean you cannot offer choices, chances are you have more than one set of earrings that will fit into his budget.

We live in some tough times and a lot of people are just trying to get from today to tomorrow. A professional salesperson can still thrive, it just takes a little more effort. If you are willing to take that extra five minutes, get to know your customers and their wants/needs, and what they can afford, then you can sell in any environment. Customers will remember how you helped them when times were tough and will come back when times are better. Take the time know to assist your prospects now and reap the benefits later.

FINAO - Brad Huisken

Customer Service Standards Part - 4!

2011-09-30T16:14:00.002-06:00

Here we are, back again to review more customer service standards. I know that many of these are simple, but they are so vital to the selling process.

Make It Fun: Last time we talked about how important a simple smile can be, and this goes right along with that. If something is not fun, it’s probably not worth doing. Selling should be fun and, honestly, it is the only way anyone is going to be good at it. If someone despises selling, then they are never going to sell anything. On the other hand, if you love it, then chances are you are going to be extremely successful. We can teach you all of the techniques in the world and they are important, but there’s no substitute having a good time in what you are doing. In addition, your customers want to have fun as they make their purchases. A professional salesperson wants to share in their fun. If a customer is buying an engagement ring, chances are they are going to be pretty excited. As a salesperson, share in that excitement and selling becomes both easier and more fun.

Go The Extra Mile: Almost every salesperson is going to meet a minimum standard of customer service, they have to or they are never going to sell anything. So how can you stand out? Simple, go the extra mile and do something to ensure that your prospect’s buying experience is a memorable one. It takes just a little extra time and effort to set yourself apart from your competition. In the example above, we talked about someone buying an engagement ring, and how the salesperson can make it fun. Once the transaction has been completed, go the extra mile. You just sold what is probably a fairly expensive ring; you can afford to buy a bottle of champagne to give to your customer that can be used to celebrate when she says yes. Some other examples: send a thank you note, include a box of candy, or gift wrap for free. Simply, do something that will make yourself stand out from your competition and enhances the buying experience.

That concludes our look at the customer service standards and why they are so important. Our society continues to progress and technology is always advancing but nothing should ever take the place of high-quality customer service.

FINAO - Brad Huisken

Customer Service Standards - Part 3!

2011-09-23T16:28:00.001-06:00

Welcome back! Our review of customer service standards continues today.

No Fast Talking: We all ready discussed how important it is that you hear everything that your customer has to say, but it is equally as important that they hear everything that you have to say. The days of the slick, fast-talking salesperson are long over. Customers today are in constant search of value and quality for their money; they are more likely to find that in someone they trust. A professional salesperson will give their customers all of the information they need to make an informed decision, and in turn answer every question that the customer has. Think of each customer interaction as a conversation and avoid industry jargon that is only going to confuse your prospect.

Sell With Enthusiasm: Customers are often excited when they have made the decision to make a purchase. As a salesperson, we should share in that excitement. It’s important to remember that you might sell the same product day-in and day-out but the customer standing in front of you is only buying it once. It’s easy for that salesperson to fall into a rut and not exhibit the same excitement every time, but is that fair to the customer who chose today to buy? Of course it’s not; your enthusiasm has a direct effect on your customer and their decision to buy or not to buy.

Smile, Smile, Smile: Sounds simple, right? You’d be surprised at how many salespeople do not smile, they probably don’t even notice. A simple smile indicates to the customer that you are ready to engage and assist them with whatever they need. A simple smile is going to allow your customer to feel more relaxed and comfortable with you and you are going to feel more comfortable with them. Remember, though, that a smile must be sincere and not fake. The attitude behind the smile must be reflective of the smile itself.

The Golden Rule: We all know this one, "Do unto others as you would have them to do unto you." Everyone wants to be treated with respect and have their needs and wants listened to, it’s no different in sales. If you were the customer, how would you want to be treated by a salesperson? Live by that simple rule and you’ll do just fine.

That wraps it up for today, more next time!

FINAO - Brad Huisken

Customer Service Standards - Part 2

2011-09-16T20:11:00.001-06:00

We started looking at customer service standards the last time we were together and we continue with that today.

Dress for success: Whether we like it or not, we are judged on how we look and people want to deal with people who look professional. No matter what you are selling, it is important that you are dressed in a way that screams professionalism to your customers. You will not offend anyone if you are dressed for success, but very well could drive customers away if they believe you are not capable because of the way you are dressed. It’s hard enough to attract customers and sell to them, don’t make it harder just because you are not dressed appropriately.

Give them you full attention: This sounds basic, doesn’t it? I mean the whole reason we are salespeople is to sell to our customers, giving them our full attention should be a no-brainer. If, for whatever reason, you do not give any prospect your full attention then you are telling them that they are not worth your time. My guess is that you are not going to close a lot of sales. We live in a society with cell phones, pagers and intercoms but nothing matters more than the customer standing in front of you. Everything and everyone else can wait until you are finished. There are some things in sales that you have no control over; this is not one of them.

Never interrupt: This goes hand-in-hand with giving them your full attention, never interrupt your prospects when they are talking to you. The information that they are providing to you is far more important than anything you might have to say. They might be about to tell you something that will make closing the sale very easy. But if you interrupt, you may miss it and send a slam-dunk sale right out the door. In addition to the possibility of missing critical information, it’s just plain rude to interrupt someone. You are trying to establish a relationship of trust with your customer and interrupting them is not going to help in that process. In short, your customer knows what they want better than anyone else. Don’t interrupt when they are trying to help you sell to them.

These customer service standards, for the most part, are common sense, but get lost in the day-to-day world. These standards are too important to lose.

FINAO - Brad Huisken

Customer Service Standards - Part 1

2011-09-10T06:55:00.001-06:00

We’ve spent the last couple of weeks talking about customer service, both good and bad. With that in mind, combined with our kids headed back to school, I thought we should go back to school and remind ourselves why customer service is so important and review some of the basics. As mentioned last time, we live in an era of technology and when used right, it can be a great help to salespeople. However, technology should never replace customer service; those standards should always remain high. So let’s begin there, reviewing customer service standards.

If you say it, do it: There’s nothing that is going to send a customer running to your competition faster than a broken promise. You’ve spent a great deal of time developing a relationship of trust with your perspective customer. Don’t blow it because you simply forget to do something. No matter how small you think it might be, if you tell your customer that you are going to do something, do it!

Satisfy every customer: Every customer that you encounter immediately turns into a walking advertisement, good or bad, for your business. It is up to the salesperson to deliver the level of customer service that leads to a good advertisement. You are not going to be able to sell to every single customer that you come into contact with, but your level of customer service should never change.

Keep your personal problems out of business: We all have personal problems, but they have no place at work. Ninety percent of the customers that you come into contact with do not care about your personal problems, and the only thing you accomplish by discussing them is driving those customers away. Your prospects want to talk about themselves and what their needs are, and it is up to you to meet those.

Use their name: Customers, all people really, love to hear their name. There’s nothing more personal than someone’s name and you should use it whenever you get the chance. Most prospects will offer you their name once you introduce yourself, allowing you to use their first name. Just be careful that you do not use their name so much that even they get tired of hearing it. A good rule to follow is to use their name at the same rate you would use a friend’s name in a casual conversation.

That’s a start, more customer service standards next time.

FINAO - Brad Huisken

Embrace The Changes!

2011-09-02T15:13:00.000-06:00

We spend a lot of time talking about sales techniques, closing techniques, and how to overcome objections. Don’t get me wrong; all of those things are vital to the success of a professional salesperson and we will continue to offer suggestions/examples to assist you in improving in all of those areas. Today, however, I would like to talk about something that we have no control over: change. It’s true that we can’t control most of the changes that occur around us but we can control our response to those changes, and that’s what I want to touch on today.

Think about a salesperson thirty years ago: no cell phones, no internet, no Twitter or Facebook. Yet they were able to establish a repeat customer base. Of all the things we have talked about over the years, one of the most important is establishing a repeat customer base. Now more than ever, our technology makes it so much easier. If salespeople are willing to change with technology, then there should never be a limit to how much they can sell.

I know a salesperson who sells cars, and since he started using his personal Facebook page to get the word out about sales, his personal sales have increased substantially. I also know someone who loves both sports and writing, so much so that he started his own blog and now has a loyal following. The point of both of these examples is simply that technology, when used for good, can have an awesome impact.

The fastest way to increase sales is to get the word out to as many potential customers as possible, and tools such as Facebook, Twitter, email and other such things should be embraced by all salespeople. There’s never a substitute for the personal touch and face-to-face conversation with your customers, but using the latest advances in technology makes it easier for a salesperson to engage in more of those face-to-face conversations.

Change and technology are not the enemies of selling. On the contrary, they make the process easier. We live in an ever changing world and it will be the salespeople who continue to embrace those changes that will continue to increase their sales.

FINAO - Brad Huisken

Down Time

2011-08-26T18:10:00.000-06:00

In a perfect world, every salesperson would be busy all of the time and go from customer to customer. But we all know that we do not live in a perfect world. We all have moments, or even days, where there is a lot of down time between customers. This down time is where customer service is often compromised. The story I am going to share with you now is not directly related to sales, but it does illustrate the idea that no matter how slow business becomes, we must always be ready to provide exceptional customer service.

We ordered take-out from a local restaurant recently. It was after 8 and on a Sunday night, and I understand that business is probably a little slower during that time period. I went in to pick up our order and found myself standing in the lobby area for over five-minutes, during which time I did not see any employee, waitress/waiter or hostess. Finally someone came out from the kitchen, saw me, and called out to an employee who was bent down behind the wait station by the front door. She just never saw us or looked up at anytime. Once she saw that we were waiting, she was very professional and provided excellent customer service.

I fully understand that as a shift is ending, every employee has assigned duties to complete. It is human nature for people to want to get things done so they can go home at the earliest possible point. However customer service should ALWAYS take priority over any cleaning, restocking or other duties. Without the customers, none of those other duties are necessary.

There are still ways to complete your work and make sure that you are serving your customers. For example, the waitress who was restocking the shelves at the front of the restaurant could still do that and provide customer service. All she has to do is look up every couple of minutes, or position herself in a spot that allows her to see the front door.

No one is saying that salespeople shouldn’t stay busy during down times; you can always work on closing techniques, reviewing your inventory or other such things. However it is vital that you remember that the second a customer walks in, they become your one and only priority. Remember that and you are golden!

FINAO - Brad Huisken

Exceptional Customer Service!

2011-08-19T15:12:00.002-06:00

Today I want to do something a little different. It’s a story about customer service but it requires some background information. In the end, though, you will have read about an excellent example of high quality customer service.

My nephew receives disability and had a company represent him during the application process. From day one, they made him feel at ease and answered every question that he had. On days when he was nervous about something he got in the mail, a phone call from Social Security or just needed a reassuring word, they were always there. All of that by itself is exactly the type of customer service that we talk about and should demand in the field of sales.

The story I am going to share you now, though, goes beyond even exceptional customer service and deserves a mention today. As most of you know, our country just got through a crisis involving the debt ceiling. Many of you also know that people who receive social security benefits were told that if an agreement was not reached, that their August checks may not be sent. My nephew was extremely nervous for those two or three weeks leading up to the August 2^nd deadline and researched the internet on a daily basis about the situation. Most of what he was able to find only added to his stress level, but then it happened.

The company that represented him in his initial claim called him. Did you read that? They called him a week before the deadline and told him, "While we cannot be 100% sure, we would be shocked if there was any disruption to social security benefits." The company said that they had received many calls from their clients who were worried, so they decided to try and calm all of their customers down by calling every single one of them.

Customer service is about making the customer feel comfortable and good about what they have purchased. Calling your customer base during a crisis, such as the debt ceiling, to assure them that everything will be fine represents the highest quality of customer service. Of course a deal was reached and social security checks went out as they normally do, but because of the customer service standards set forth by this company, my nephew was able to relax well before the deadline.

FINAO - Brad Huisken

Handling Objections - Part Eight!

2011-08-13T09:20:00.001-06:00

We’ve discussed all kinds of objections and how to overcome them, but there is one more I would like to address: the common objection.

The common objection occurs with almost any product you are selling; it basically is an objection that comes up whenever a certain object is being sold. It doesn’t matter who the customer is or what their other objections are, the common objection will come up. The most effective way to deal with the common objection is called the end around. The premise is that you address the objection before your customer can bring it up. Below is an example of how the end around works:

I have a ring that has all of the features that you desire, but it does not come with the maintenance plan included, would you like to take a look at it?

If they say, "yes" then you’ve all ready overcome the common objection and you can proceed with the sale. If they say, "no" then you know it is time to move on to another product. The biggest key to using the end around effectively is to use it early in your presentation. Let your prospect know what the weaknesses of the product are before getting too far into the selling process. The end around is a powerful technique and can also be used to overcome other types of objections as well. If you are able to deal with any objection before it even comes up, then you are much more likely to complete the sale.

So we’ve come to the end of our look at objections and how to overcome them on our way to making sales. While we’ve discussed many techniques, I believe there is one important thing to remember that is common in dealing with any objection. Listen to what your customer is telling you and attempt to address all of their concerns. The techniques are great tools but in the end, there’s no substitute for listening to your prospect and doing everything in you power to satisfy them.

Objections are not problems, just solutions waiting for a professional salesperson to solve them.

FINAO - Brad Huisken

Handling Objections - Part Seven!

2011-08-05T22:40:00.001-06:00

We have spent the last few weeks talking about objections, how to handle them, and overcoming them in order to close the sale. We also started to look at different types of objections and how to specifically overcome each of those. Today we continue on that road starting with the value objection. Keep in mind that this is not a budget objection. In the value objection, the customer is questioning whether or not the merchandise they are going to buy is worth the money it costs.

Prospect: "Ok, I will talk to my wife and get back to you in a few days."

Salesperson: "I certainly understand you need to talk it over with your wife. You want to make sure that you are both on the same page, right?"

Prospect: "Yes, we have always made these types of decisions together."

Salesperson: "That makes sense. Before you go today, may I ask you a question?

Prospect: "Yes."

Salesperson: "How do you feel about the beauty of the earrings?"

Prospect: "They are really beautiful, aren’t they?"

Salesperson: "They are. How do you feel about the security of the screw-backs?"

Prospect: "That is definitely a feature both my wife and I have talked about, and would like to have."

Salesperson: "It is a nice feature to have, how did you feel about the price?"

Prospect: "Well, I thought the price was a little high to be honest with you."

Salesperson: "I understand. Is the price of the earrings too high or is it just more than you wanted to spend today?"

Prospect: "I just think the price is a little too high."

Salesperson: "I see. There is another thing that I forgot to mention. We have a very unique trade in/trade up policy. You can trade them in and receive credit of 14px of what you paid for them." (Use your most powerful or best FBA or your most powerful company story here, adding increased perception of value and adding a new reason for your prospect to buy.)

Prospect: "I didn’t realize that we can trade them in for bigger earrings in the future."

Salesperson: "Ask for the sale."

Now as we said before, this objection was about the value the object has to the customer and you overcame the objection by adding value. Next time we will examine how to overcome the budget objection when it is more about the actual price. Til’ then, keep selling!

FINAO - Brad Huisken

Handling Objections – Part Six!

2011-07-29T17:17:00.002-06:00

As we've seen in talking about objections over the last few weeks, for whatever reason, our customers may not express their "real" objection to us. It is up to the professional salesperson, through the objection handling process, to determine the nature of their real objection. Sometimes determining the real objection can be more difficult than solving it. However, if you want to be a successful salesperson, you will have to become an expert in this area.

If a prospect has an objection, for whatever reason, they are not going to change their no to a yes based on information you have already given to them. First, you want to ensure that your prospect fully understands the features or benefits that you presented to them in the demonstration. It is often a simple misunderstanding in that step that just needs to be clarified for the selling process to continue.

There are three scenarios that I believe will assist you in dealing with objections of all sorts; let's begin by looking at the first one. It is called the stall objection, those that may or may not be true.

Prospect- "I need to shop around a little." Stall
Salesperson- "I completely understand that; it is a big decision, isn't it?"
Prospect- "Yes."
Salesperson- "How do you feel about (insert a benefit here)?"
Prospect- "I thought that (benefit) was great."
Salesperson- "It really is a wonderful benefit, how did you feel about (insert a 2nd benefit here)?"
Prospect- "It was ok but it is not quite what I was looking for."
Salesperson- "I understand that it was not exactly what you need. What would you like us to do differently?"

Once you have determined the exact nature of their objection to benefit number 2, you can go about fixing it and completing the sale. It may be simply adding a little value to the benefit or you may want to pick out another benefit of the product, and focus on that. Either way, you have determined their real objection and that is beneficial for both you and the customer.

As we continue next time, we will look at two more scenarios in dealing with different types of objections. In the meantime, remember that objections are not walls, just hurdles that need to be jumped.

FINAO - Brad Huisken

Handling Objections – Part Five!

2011-07-22T16:16:00.002-06:00

In talking about objections, we've discussed everything from acknowledging the objection to giving agreement to increasing the value. The one thing we haven't addressed yet is one of the most common objections: the price.

After, and only after, you've gone through the other steps of overcoming objections is it time to address the price, by asking, "How do you feel about the price?" If the price is fine, then add value to the product or service. If the price is too high, then you must determine whether their concern is based on value or budget. The following question will assist you in determining how to go about dealing with their objection.

Is the price of this ring too high, or is that more than you wanted to spend today?

If the price of the ring is too high, then that will tell you it is a question of value. If it is more than they wanted to spend, then it is a question of budget.

If their objection is a question of value, then it is up to you to add value to the product. You can do this through adding more value with additional FBA's, or Features, Benefit, Agreement Questions. Another way to add value would be through telling additional company stories to increase the value of buying the item from you. Talk with your customer and determine what kind of value that you can add that will lead to, "I'll take it!"

If it is a question of budget, then it is up to you to fix it. The most common way is to simply show your prospect a less expensive item that will still meet their needs. If you choose this route, it is important that you do not compare the less expensive item to the previous one. However if your prospect asks, "Does this have the same feature as the more expensive one?" Simply say, "No, unfortunately it doesn't." They may decide they have to have the features and benefits that the higher priced item has. It is up to you to lead them there. If customers want something bad enough and enough value is added, they may stretch their budget to the outer limits. Don't be afraid to add value even after the customer tells you that the price is too high.

If after all of that, the price is still too high, then it is time for you to ask, "How much did you want to spend?" Once the customer gives you an amount, show them the items within that range. Sometimes sales are lost due to price, but by adding value and listening to your prospect, you can limit those times.

FINAO - Brad Huisken

Handling Objections, Part Four!

2011-07-15T17:15:00.002-06:00

No salesperson likes to hear objections, but it is the ones who master the art of overcoming them that will thrive. I really don’t like the word overcoming, as that implies that we may not be actually listening to our prospects and "fixing" the objection. With that thought in mind, let’s examine the seven steps to effectively handling any objection.

Listen to the entire objection- It is human nature to try and solve a problem before we hear the whole problem. Allow your prospect to state their objection(s) without interrupting them. They are expressing their concerns and you could miss the real objection if you do not listen completely.
Acknowledge the objection- Simply let your prospect know verbally that you have heard and understand their objection and are about to address their concerns.
Give agreement- This is designed to let the customer know that they are not in for an argument and that you understand their objection. It’s important to note that giving agreement does not mean that you agree with them. For example if they say, "I need to think it over." Your response should be, "It’s a big decision. Would you like to review the benefits that buying this product will afford you?" The question, as always, is designed for the prospect to answer with a yes.
Relieve resistance- There may be some leftover fear or tension in your prospect that is to be expected in a big purchase. Let them know that they are making the right decision by saying something like, "before you go." Then reinforce the points that got them interested in the product in the first place.
Review the NA=A/DA- By simply reviewing the needs assessment and the wants of your prospect, you can clarify that you understood exactly what they wanted and needed. This will allow you to better understand the nature of the objection, enabling you to address it effectively.

Yes, I know how to count to seven but the last 2 steps are quite frankly too long and detailed to try and do it justice here. That is when we need to determine if the customer is giving an objection due to a value or price issue. So as we often see at the end of our favorite shows: To Be Continued!

FINAO - Brad Huisken

Handling Objections – Part Three!

2011-07-08T16:57:00.001-06:00

We've all ready outlined the differences between a value objection and an objection that is just not being able to afford the product or service. A lot of sales are lost because salespeople assume that every money objection is due to value, and not because of the customer's budget. You very well may lose a sale just because you did not listen to your customer. In reality, you could've closed the sale simply by offering a small discount. In the field of sales, money is always going to be an issue; but don't lose a sale just because you are too focused on value. Listen to what your customer is saying and do what you can to help.

As we've previously discussed, many of your customer's objections, 60% or higher, are going to be false objections. The reasons will vary greatly from customer to customer, but it is up to the professional salesperson to determine the real reason and then fix it.

There are several steps in handling objections, both stalls and specifics. These steps will provide you with a guide to help you determine what type of objections it is. Once you've determined the type of objection, then you can go about "fixing it." By "fixing it," I mean you will be able to address each of your customer's concerns and hopefully solve the reasons that are keeping them from saying, "I'll take it."

Remember to change your words and be careful not to use the same words over and over. Your customer may have more than one objection. You will want to reword your presentation to best solve each of those objections. It is vital that you are patient and address each of your customer's concerns one by one. If they feel as if you are ignoring even one of their objections, then the likelihood of saving the sale decreases immeasurably.

We will begin looking at those seven steps beginning with listen to the entire objection when we get together again. In the meantime, the most important thing to remember is that all objections are important and must be addressed.

FINAO - Brad Huisken