It seems it is a daily occurrence that people fail to communicate properly at work or home. Most places communication problems breed from ignorant managers, mentors, supervisors and mid-level directors. Credibility goes right out the window when lack of knowledge is exposed by subordinates. The result is a weak comprehension level of productivity from workers.
Listening is as important as speaking or sending a message. Communication involves sending and receiving ideas thoughts and feelings from one person to another person or more. The message is sent in a manner that the sender wants the recipient to hear or receive the meaning in the message. It is up to us to listen and interpret this meaning. If you can't pay attention to detail the indented message is lost.
There are many communication models that can be used and applied in the daily workplace. These models show problems in communication. Most problems start with listening. With communications these models identify listening most important over speaking and sending messages to the receiver. Speakers and receivers both need to listen.
A normal standard with communication models show people filter, identify, and attach meaning and importance to what they are listening to based on their personal interpretation, previous life experiences and relationships with peers. Responses from the communication message come from thoughts extracted from ones mind within milliseconds.
How many times have you experienced the feeling that someone was crazy or boring? It's fair to say this happens on a daily basis. We all know that the world revolves around meetings in the workplace. These are a norm in the office. The intent of meetings is to discuss and brief peers on goals. Everyone knows this isn't always the case. Most of the time nobody really cares and there aren't relevant details about the meeting or goals and standards. So the meeting veers to another direction usually with someone enjoying the sound of their own voice while everyone else is board to tears. Either way we are experiencing a filtration process and rejection of the messages in the meeting being sent.
Surely you have been to a meeting with a long-winded announcement to impress all the attendees. A long introduction soon turns into a boring ignored message by the listeners. But there are many non-verbal messages if the receiver is truly paying attention to detail. Listen with compassion, doing so can help you to relax and keep you patient. Rushing the message can end up rude and take the message in a new unproductive direction.
Listening is can be developed into a powerful skill. Messages are received and filtered based on our own unique thinking process. Our brain interprets the messages based on experiences and other cues, non-verbal, tones and suggestive expressions.
The ability to interpret the message, allows us to determine our responses. It is critical to pay attention to details in the message instead of filtering out too much and missing the true meaning of the message. Listening is a crucial active part in the communication cycle. Body language is the unvoiced communication component the shows volumes of communication for anyone to understand. It's definitely something to pay attention to. Body language is the "spark" of the messages. The more attention one places on the nonverbal such as body language, the more you can be aware of the true meaning of the message.
Listening must be an action by all receivers. There are many barriers that can interrupt or degrade the intended message. Some of these barriers especially external environment sounds, lack of sleep or drowsiness, can hinder this process. Language barriers are a common issue with continental and global communication. It's common knowledge that The English is the standard or international language. The Problem exists is the U.S. Why? Well most countries provide English studies to students. Europeans are known for their ability to speak multiple languages. While they are learning our language are we learning theirs? This surely causes huge language barriers. It seems the US is behind the language curve.
Take control of your listening environment. Establishing a safe, neutral place to hold meetings high importance it should be a common practice to secure the environment. Close doors, and windows, turn off fans and radios. Place signs outside the conference room to let others know to be curious.
Concentration is another variable in the listening equation. Focusing on the main idea, and reading between the lines can make or break a message. Mentally summarize the message in an orderly, realistic manner. Do not judge the message before you understand its meaning. This way you will not react to a message in an unnecessary manner.
Thursday, January 31, 2008
Effective Managers Stand Up and Go First
I recently conducted an ad hoc survey in which I asked a number of salespeople what they thought about the managers in their company. While many said they like their immediate manager, and other managers in the firm, they reported that, in general, all managers are too busy doing other things (selling, administrating, reading reports), and do not take the act of managing (developing people) seriously.
The replies were not encouraging; those who work in large companies were particularly harsh in their criticism. The survey respondents craved a culture of accountability, in which managers who proclaim their commitments to standards of excellence and mission statements follow through on their pledges.
If you want others to perform their roles at a higher level, you must ensure that they know and believe that you accept the responsibility to perform your managerial tasks and duties effectively.
Here are four powerful ideas that could help you radically improve your and your team's performance (and revenue generation) in the coming year:
1. Create a questionnaire
Examine the following statements, one by one, from your salespeople's point of view. Do you consider each of these principles of good management an important part of your role?
As a manager, you:
* Act and live by the principles you advocate
* Act as a role model that people want to copy
* Are a person of integrity
* Enforce the company values
* Are 'part of the team' as opposed to a detached boss
* Motivate your people to stretch to meet performance goals
* Are concerned about long-term issues, not just short-term profits
* Provide timely, balanced feedback that helps your people improve their performance
* Are a source of creative ideas
* Help your people grow and develop
* Have regularly scheduled, one-on-one meetings, with each of your people every two weeks
* Make your people feel that they are members of a well-functioning team
* Emphasize cooperation rather than competition between work groups
* Are prompt in dealing with underperformance
* Arrive on time for meetings, and expect others to be prompt
* Keep your people informed about things they need to know to perform their jobs properly
* Encourage your team to initiate tasks or projects
* Are more often encouraging than critical
* Are fair in dealing with all employees
* Consult others when making decisions
* Run interesting, results-oriented meetings
* Act more like a coach than a boss
* Are publicly generous with credit
* Are an excellent listener
* Ask thoughtful, curious questions
Examine your priorities seriously ... and slowly. Carefully think through which of these principles could really help you make a difference, and how effectively you currently practice them.
Then check your assessment against the opinion of the people with whom you work. Create a questionnaire on which people can rate you from 1 to 5 on how well you deliver on your management goals.
2. Circulate the questionnaire
Give the questionnaire to everyone you deal with in your organization. Have a third-party (can be someone internal) tabulate the results and calculate an average rating.
3. Publish the average ratings
Circulate the combined ratings to everyone who filled out the questionnaire.
4. Call a meeting of those you manage and give the following speech
"I have sent you a copy of your current collective assessment of my managerial performance. We will repeat this survey a year from now. Meanwhile, I promise to get better at the management priorities for which I am responsible. Don't expect me to be perfect. Perfection is not a standard you can hold me to, and it's not a standard I expect from you."
"But here is my commitment to you. If I have not improved in my management performance over the next year as identified in these priorities, then I will step down as manager of this group and I will find you a new one."
"You have a right to expect that I will get better at the tasks and duties that are my responsibility. And I have a right to expect the same from you."
Transparency and accountability go together and create tremendous trust in an organization. Good luck with this!
Nicki Weiss is an internationally recognized Certified Professional Coach, Master Trainer, and workshop leader. She brings to her work 25 years of experience with corporate sales executives, small-to-medium size entrepreneurial business leaders, and sales teams of all shapes and sizes.
The replies were not encouraging; those who work in large companies were particularly harsh in their criticism. The survey respondents craved a culture of accountability, in which managers who proclaim their commitments to standards of excellence and mission statements follow through on their pledges.
If you want others to perform their roles at a higher level, you must ensure that they know and believe that you accept the responsibility to perform your managerial tasks and duties effectively.
Here are four powerful ideas that could help you radically improve your and your team's performance (and revenue generation) in the coming year:
1. Create a questionnaire
Examine the following statements, one by one, from your salespeople's point of view. Do you consider each of these principles of good management an important part of your role?
As a manager, you:
* Act and live by the principles you advocate
* Act as a role model that people want to copy
* Are a person of integrity
* Enforce the company values
* Are 'part of the team' as opposed to a detached boss
* Motivate your people to stretch to meet performance goals
* Are concerned about long-term issues, not just short-term profits
* Provide timely, balanced feedback that helps your people improve their performance
* Are a source of creative ideas
* Help your people grow and develop
* Have regularly scheduled, one-on-one meetings, with each of your people every two weeks
* Make your people feel that they are members of a well-functioning team
* Emphasize cooperation rather than competition between work groups
* Are prompt in dealing with underperformance
* Arrive on time for meetings, and expect others to be prompt
* Keep your people informed about things they need to know to perform their jobs properly
* Encourage your team to initiate tasks or projects
* Are more often encouraging than critical
* Are fair in dealing with all employees
* Consult others when making decisions
* Run interesting, results-oriented meetings
* Act more like a coach than a boss
* Are publicly generous with credit
* Are an excellent listener
* Ask thoughtful, curious questions
Examine your priorities seriously ... and slowly. Carefully think through which of these principles could really help you make a difference, and how effectively you currently practice them.
Then check your assessment against the opinion of the people with whom you work. Create a questionnaire on which people can rate you from 1 to 5 on how well you deliver on your management goals.
2. Circulate the questionnaire
Give the questionnaire to everyone you deal with in your organization. Have a third-party (can be someone internal) tabulate the results and calculate an average rating.
3. Publish the average ratings
Circulate the combined ratings to everyone who filled out the questionnaire.
4. Call a meeting of those you manage and give the following speech
"I have sent you a copy of your current collective assessment of my managerial performance. We will repeat this survey a year from now. Meanwhile, I promise to get better at the management priorities for which I am responsible. Don't expect me to be perfect. Perfection is not a standard you can hold me to, and it's not a standard I expect from you."
"But here is my commitment to you. If I have not improved in my management performance over the next year as identified in these priorities, then I will step down as manager of this group and I will find you a new one."
"You have a right to expect that I will get better at the tasks and duties that are my responsibility. And I have a right to expect the same from you."
Transparency and accountability go together and create tremendous trust in an organization. Good luck with this!
Nicki Weiss is an internationally recognized Certified Professional Coach, Master Trainer, and workshop leader. She brings to her work 25 years of experience with corporate sales executives, small-to-medium size entrepreneurial business leaders, and sales teams of all shapes and sizes.
Hiring & Retaining Great Sales People
When companies are looking to hire new sales people for their organization, most concentrate on hiring the person with the most experience or with a solid history of sales success. As a sales recruiter, our job is to find the best business development, account manager or sales rep for companies. However, many companies are not prepared to make even the best sales person successful once they begin their new sales job.
Many company specific factors go into making sales people successful. Companies who have had a hard time retaining top sales talent usually have a few things in common:
1) A well designed Sales Compensation Plan
2) Ongoing Product and Sales Training
3) Coaching, Mentoring and ongoing support from their Sales Manager
Sales Compensation Plan
From our experience, most small and medium sized businesses do not have a well designed sales compensation plan. We find the plan either too generous for the sales person or too generous for the employer. Either way, if the compensation plan is not set up properly, either your business will suffer or you will not be able to retain good sales people. As a rule of thumb, you should not pay your salespeople more than 20% of gross profit. Any more than that and your business is paying too much.
Ongoing Product & Sales Training
Having worked for and with many large companies and it never ceases to amaze me how during training 90% of the time is allocated to the product. Sales training and the process of how to sell a particular product is usually a small component in corporate training sessions. While product knowledge is important, it is irrelevant if your people do not know how to sell its features and benefits. Invest in ongoing product and sales training to ensure your sales people have up to date knowledge on new products and services and so they have the sales skills to sell it!
Coaching & Mentoring
Hiring a salesperson is a big commitment of time, energy and money. Making a hiring mistake with a sales rep can be costly on all fronts, not to mention opportunity cost, damage to key accounts and missed opportunities. We talk to dozens of sales people on a daily basis and one of the main reasons sales people leave their job is lack of support, coaching and mentoring from their sales manager.
Ensure your sales managers are equipped with the skills to effectively coach and mentor your sales people. Most sales managers are promoted because they were the top sales rep and do not necessarily possess the skills needed to be a coach and mentor. Invest in sales management training for your sales managers to ensure their skills are up to the challenge.
The important thing to remember is that finding a great sales person is only half the battle. You need to invest in their selling skills, product knowledge and their sales managers to ensure you have sales people that are successful and stay with your organization for years to come.
Many company specific factors go into making sales people successful. Companies who have had a hard time retaining top sales talent usually have a few things in common:
1) A well designed Sales Compensation Plan
2) Ongoing Product and Sales Training
3) Coaching, Mentoring and ongoing support from their Sales Manager
Sales Compensation Plan
From our experience, most small and medium sized businesses do not have a well designed sales compensation plan. We find the plan either too generous for the sales person or too generous for the employer. Either way, if the compensation plan is not set up properly, either your business will suffer or you will not be able to retain good sales people. As a rule of thumb, you should not pay your salespeople more than 20% of gross profit. Any more than that and your business is paying too much.
Ongoing Product & Sales Training
Having worked for and with many large companies and it never ceases to amaze me how during training 90% of the time is allocated to the product. Sales training and the process of how to sell a particular product is usually a small component in corporate training sessions. While product knowledge is important, it is irrelevant if your people do not know how to sell its features and benefits. Invest in ongoing product and sales training to ensure your sales people have up to date knowledge on new products and services and so they have the sales skills to sell it!
Coaching & Mentoring
Hiring a salesperson is a big commitment of time, energy and money. Making a hiring mistake with a sales rep can be costly on all fronts, not to mention opportunity cost, damage to key accounts and missed opportunities. We talk to dozens of sales people on a daily basis and one of the main reasons sales people leave their job is lack of support, coaching and mentoring from their sales manager.
Ensure your sales managers are equipped with the skills to effectively coach and mentor your sales people. Most sales managers are promoted because they were the top sales rep and do not necessarily possess the skills needed to be a coach and mentor. Invest in sales management training for your sales managers to ensure their skills are up to the challenge.
The important thing to remember is that finding a great sales person is only half the battle. You need to invest in their selling skills, product knowledge and their sales managers to ensure you have sales people that are successful and stay with your organization for years to come.
Leading By Listening And Communication
It seems it is a daily occurrence that people fail to communicate properly at work or home. Most places communication problems breed from ignorant managers, mentors, supervisors and mid-level directors. Credibility goes right out the window when lack of knowledge is exposed by subordinates. The result is a weak comprehension level of productivity from workers.
Listening is as important as speaking or sending a message. Communication involves sending and receiving ideas thoughts and feelings from one person to another person or more. The message is sent in a manner that the sender wants the recipient to hear or receive the meaning in the message. It is up to us to listen and interpret this meaning. If you can't pay attention to detail the indented message is lost.
There are many communication models that can be used and applied in the daily workplace. These models show problems in communication. Most problems start with listening. With communications these models identify listening most important over speaking and sending messages to the receiver. Speakers and receivers both need to listen.
A normal standard with communication models show people filter, identify, and attach meaning and importance to what they are listening to based on their personal interpretation, previous life experiences and relationships with peers. Responses from the communication message come from thoughts extracted from ones mind within milliseconds.
How many times have you experienced the feeling that someone was crazy or boring? It's fair to say this happens on a daily basis. We all know that the world revolves around meetings in the workplace. These are a norm in the office. The intent of meetings is to discuss and brief peers on goals. Everyone knows this isn't always the case. Most of the time nobody really cares and there aren't relevant details about the meeting or goals and standards. So the meeting veers to another direction usually with someone enjoying the sound of their own voice while everyone else is board to tears. Either way we are experiencing a filtration process and rejection of the messages in the meeting being sent.
Surely you have been to a meeting with a long-winded announcement to impress all the attendees. A long introduction soon turns into a boring ignored message by the listeners. But there are many non-verbal messages if the receiver is truly paying attention to detail. Listen with compassion, doing so can help you to relax and keep you patient. Rushing the message can end up rude and take the message in a new unproductive direction.
Listening is can be developed into a powerful skill. Messages are received and filtered based on our own unique thinking process. Our brain interprets the messages based on experiences and other cues, non-verbal, tones and suggestive expressions.
The ability to interpret the message, allows us to determine our responses. It is critical to pay attention to details in the message instead of filtering out too much and missing the true meaning of the message. Listening is a crucial active part in the communication cycle. Body language is the unvoiced communication component the shows volumes of communication for anyone to understand. It's definitely something to pay attention to. Body language is the "spark" of the messages. The more attention one places on the nonverbal such as body language, the more you can be aware of the true meaning of the message.
Listening must be an action by all receivers. There are many barriers that can interrupt or degrade the intended message. Some of these barriers especially external environment sounds, lack of sleep or drowsiness, can hinder this process. Language barriers are a common issue with continental and global communication. It's common knowledge that The English is the standard or international language. The Problem exists is the U.S. Why? Well most countries provide English studies to students. Europeans are known for their ability to speak multiple languages. While they are learning our language are we learning theirs? This surely causes huge language barriers. It seems the US is behind the language curve.
Take control of your listening environment. Establishing a safe, neutral place to hold meetings high importance it should be a common practice to secure the environment. Close doors, and windows, turn off fans and radios. Place signs outside the conference room to let others know to be curious.
Concentration is another variable in the listening equation. Focusing on the main idea, and reading between the lines can make or break a message. Mentally summarize the message in an orderly, realistic manner. Do not judge the message before you understand its meaning. This way you will not react to a message in an unnecessary manner.
Everyone has two ears and a mouth; it's up to us to use them properly. Listening is an active part of the communication process. By paying attention to the details such as body language and sound pitch in the voice of the speaker we can identify and grasp the meaning behind the message. The result will be a positive outcome from the communication process.
Listening is as important as speaking or sending a message. Communication involves sending and receiving ideas thoughts and feelings from one person to another person or more. The message is sent in a manner that the sender wants the recipient to hear or receive the meaning in the message. It is up to us to listen and interpret this meaning. If you can't pay attention to detail the indented message is lost.
There are many communication models that can be used and applied in the daily workplace. These models show problems in communication. Most problems start with listening. With communications these models identify listening most important over speaking and sending messages to the receiver. Speakers and receivers both need to listen.
A normal standard with communication models show people filter, identify, and attach meaning and importance to what they are listening to based on their personal interpretation, previous life experiences and relationships with peers. Responses from the communication message come from thoughts extracted from ones mind within milliseconds.
How many times have you experienced the feeling that someone was crazy or boring? It's fair to say this happens on a daily basis. We all know that the world revolves around meetings in the workplace. These are a norm in the office. The intent of meetings is to discuss and brief peers on goals. Everyone knows this isn't always the case. Most of the time nobody really cares and there aren't relevant details about the meeting or goals and standards. So the meeting veers to another direction usually with someone enjoying the sound of their own voice while everyone else is board to tears. Either way we are experiencing a filtration process and rejection of the messages in the meeting being sent.
Surely you have been to a meeting with a long-winded announcement to impress all the attendees. A long introduction soon turns into a boring ignored message by the listeners. But there are many non-verbal messages if the receiver is truly paying attention to detail. Listen with compassion, doing so can help you to relax and keep you patient. Rushing the message can end up rude and take the message in a new unproductive direction.
Listening is can be developed into a powerful skill. Messages are received and filtered based on our own unique thinking process. Our brain interprets the messages based on experiences and other cues, non-verbal, tones and suggestive expressions.
The ability to interpret the message, allows us to determine our responses. It is critical to pay attention to details in the message instead of filtering out too much and missing the true meaning of the message. Listening is a crucial active part in the communication cycle. Body language is the unvoiced communication component the shows volumes of communication for anyone to understand. It's definitely something to pay attention to. Body language is the "spark" of the messages. The more attention one places on the nonverbal such as body language, the more you can be aware of the true meaning of the message.
Listening must be an action by all receivers. There are many barriers that can interrupt or degrade the intended message. Some of these barriers especially external environment sounds, lack of sleep or drowsiness, can hinder this process. Language barriers are a common issue with continental and global communication. It's common knowledge that The English is the standard or international language. The Problem exists is the U.S. Why? Well most countries provide English studies to students. Europeans are known for their ability to speak multiple languages. While they are learning our language are we learning theirs? This surely causes huge language barriers. It seems the US is behind the language curve.
Take control of your listening environment. Establishing a safe, neutral place to hold meetings high importance it should be a common practice to secure the environment. Close doors, and windows, turn off fans and radios. Place signs outside the conference room to let others know to be curious.
Concentration is another variable in the listening equation. Focusing on the main idea, and reading between the lines can make or break a message. Mentally summarize the message in an orderly, realistic manner. Do not judge the message before you understand its meaning. This way you will not react to a message in an unnecessary manner.
Everyone has two ears and a mouth; it's up to us to use them properly. Listening is an active part of the communication process. By paying attention to the details such as body language and sound pitch in the voice of the speaker we can identify and grasp the meaning behind the message. The result will be a positive outcome from the communication process.
Tuesday, January 29, 2008
How To Guarantee the Positive Attention of Prospective Buyers
How do you feel about telesales? Don't you think, "What an irritation - this salesperson hasn't earned the right to call me, interrupt me and try to sell me something that I can easily buy from any number of trusted friends if I wanted it?" That's exactly how I feel about salespeople who call me up and pitch me on their products and services. There is no reason why I should even consider talking to them, let alone do business with them. And yet, that's how 95% of salespeople operate these days. There is a better way.
Recently, I was interviewed by Heather Vale on her outstanding Success Unwrapped show. She did a wonderful job and she attended my seminar in Toronto last week. She is a Member of the international DollarMakers Joint Venture Forum, and a highly respected businesswoman. When she calls me, how do you think I respond? Very favorably, of course, I want to reciprocate. Right here, she gets exposed to many. She earned the right, impressed me and created massive value for me. Another Champion is Eric Gilbert-Williams, a Member who has contributed significantly to the growth of my business in Ontario. How do think I respond to any requests from Eric?
Whatever you're selling, even if you're selling yourself into a job opportunity, the same principles apply. Guarantee the positive, even eager attention of the person you want to sell to, using these simple guidelines:
1. Get introduced to them by someone whom they know, trust and respect.
2. EARN the right - use the Law of Reciprocity to sow before you attempt to reap. Only the brainless and desperate still believe that works.
3. Know the person to whom you are pitching - do your homework. I have been approached by some geniuses who haven't even taken the time to look at my website before calling me. Then you can push the right buttons and make them an offer they simply can't refuse.
4. Whatever it is you're selling, the person you are approaching has dozens of alternatives. Remember that and be prepared to differentiate yourself by adding massive, unprecedented value.
5. DON'T be CHEAP. Be prepared to spend some money to position and package yourself or you will simply reveal your desperation and ignorance. I had someone ask me to call him back so that he could save on the telephone call!
We live in a dichotomous business world - on the one hand, we have the highly sophisticated, slick approach that is often too well packaged to be believable, and then on the other the hand the coffee-stained, computer printed business card of the MLM'er. By using the above principles, you can elevate yourself to a position where you demand and get the positive attention of those you wish to sell to.
Recently, I was interviewed by Heather Vale on her outstanding Success Unwrapped show. She did a wonderful job and she attended my seminar in Toronto last week. She is a Member of the international DollarMakers Joint Venture Forum, and a highly respected businesswoman. When she calls me, how do you think I respond? Very favorably, of course, I want to reciprocate. Right here, she gets exposed to many. She earned the right, impressed me and created massive value for me. Another Champion is Eric Gilbert-Williams, a Member who has contributed significantly to the growth of my business in Ontario. How do think I respond to any requests from Eric?
Whatever you're selling, even if you're selling yourself into a job opportunity, the same principles apply. Guarantee the positive, even eager attention of the person you want to sell to, using these simple guidelines:
1. Get introduced to them by someone whom they know, trust and respect.
2. EARN the right - use the Law of Reciprocity to sow before you attempt to reap. Only the brainless and desperate still believe that works.
3. Know the person to whom you are pitching - do your homework. I have been approached by some geniuses who haven't even taken the time to look at my website before calling me. Then you can push the right buttons and make them an offer they simply can't refuse.
4. Whatever it is you're selling, the person you are approaching has dozens of alternatives. Remember that and be prepared to differentiate yourself by adding massive, unprecedented value.
5. DON'T be CHEAP. Be prepared to spend some money to position and package yourself or you will simply reveal your desperation and ignorance. I had someone ask me to call him back so that he could save on the telephone call!
We live in a dichotomous business world - on the one hand, we have the highly sophisticated, slick approach that is often too well packaged to be believable, and then on the other the hand the coffee-stained, computer printed business card of the MLM'er. By using the above principles, you can elevate yourself to a position where you demand and get the positive attention of those you wish to sell to.
How To Catch The Interest Of Your Audience
Here are simple tactics for you to generate the leads you need to increase your sales:
1 - Know your business.
People basically look for a company that knows everything there is to know about their field of business. When you position yourself as an expert in your niche, you'll be able to attract more leads to your business because they know that they can rely on you to provide them the solution to their needs.
Who else but you can better explain how your product works, right. Without knowing the facts and details, your clients would hesitate to buy something that you don't even believe in, enough to learn everything there is to know about the item.
That goes without saying that you have to be well versed not only with the type of market you're in, but most importantly, with the product you are trying to sell. Your knowledge will help you promote as well as influence your prospects' decision to purchase from you from your catalog printing pieces or even in the booklets you produce for your marketing efforts.
2 - Network your way to sales.
To spread the good word about your product, you have to network continuously. Meet people everyday, join social circles and organizations, attend functions and events, and more importantly, join trade shows and build effective displays while you're at it.
Networking also means getting to know your competition and how they work. Someone said to keep your friends close and your enemies closer. Whoever said it is right. It pays to have knowledge of what's going on with your competition to better position your marketing campaign, especially your catalogs and booklets, to come out the best in your area of expertise. Learning the strengths and weaknesses of your adversaries can aid you in improving your own strengths.
3 - Customer service above all else.
Customers always look for the best service available. A courteous and pleasant business person is a better bedmate any day. When you want loyalty among your clients then the only way to get it is to make your clients so happy dealing with you that they won't see fit to go anywhere else.
And this also applies to your price. As cost is always a big issue for customers, be sure to have rates that are also customer friendly. Not only do you gain profit from your clients but more importantly, you'll have a network of his or her friends, relatives and lovedones when they feel satisfied with your business.
All in all, the key to having a successful marketing campaign that attracts your customers is actually better customer service that focuses on the needs of your target market. When you are able to acknowledge and provide solutions to their problems, then you don't need to do the math to know that what you have in your hands is a truly successful promotional strategy.
1 - Know your business.
People basically look for a company that knows everything there is to know about their field of business. When you position yourself as an expert in your niche, you'll be able to attract more leads to your business because they know that they can rely on you to provide them the solution to their needs.
Who else but you can better explain how your product works, right. Without knowing the facts and details, your clients would hesitate to buy something that you don't even believe in, enough to learn everything there is to know about the item.
That goes without saying that you have to be well versed not only with the type of market you're in, but most importantly, with the product you are trying to sell. Your knowledge will help you promote as well as influence your prospects' decision to purchase from you from your catalog printing pieces or even in the booklets you produce for your marketing efforts.
2 - Network your way to sales.
To spread the good word about your product, you have to network continuously. Meet people everyday, join social circles and organizations, attend functions and events, and more importantly, join trade shows and build effective displays while you're at it.
Networking also means getting to know your competition and how they work. Someone said to keep your friends close and your enemies closer. Whoever said it is right. It pays to have knowledge of what's going on with your competition to better position your marketing campaign, especially your catalogs and booklets, to come out the best in your area of expertise. Learning the strengths and weaknesses of your adversaries can aid you in improving your own strengths.
3 - Customer service above all else.
Customers always look for the best service available. A courteous and pleasant business person is a better bedmate any day. When you want loyalty among your clients then the only way to get it is to make your clients so happy dealing with you that they won't see fit to go anywhere else.
And this also applies to your price. As cost is always a big issue for customers, be sure to have rates that are also customer friendly. Not only do you gain profit from your clients but more importantly, you'll have a network of his or her friends, relatives and lovedones when they feel satisfied with your business.
All in all, the key to having a successful marketing campaign that attracts your customers is actually better customer service that focuses on the needs of your target market. When you are able to acknowledge and provide solutions to their problems, then you don't need to do the math to know that what you have in your hands is a truly successful promotional strategy.
How To Catch The Interest Of Your Audience
Here are simple tactics for you to generate the leads you need to increase your sales:
1 - Know your business.
People basically look for a company that knows everything there is to know about their field of business. When you position yourself as an expert in your niche, you'll be able to attract more leads to your business because they know that they can rely on you to provide them the solution to their needs.
Who else but you can better explain how your product works, right. Without knowing the facts and details, your clients would hesitate to buy something that you don't even believe in, enough to learn everything there is to know about the item.
That goes without saying that you have to be well versed not only with the type of market you're in, but most importantly, with the product you are trying to sell. Your knowledge will help you promote as well as influence your prospects' decision to purchase from you from your catalog printing pieces or even in the booklets you produce for your marketing efforts.
2 - Network your way to sales.
To spread the good word about your product, you have to network continuously. Meet people everyday, join social circles and organizations, attend functions and events, and more importantly, join trade shows and build effective displays while you're at it.
Networking also means getting to know your competition and how they work. Someone said to keep your friends close and your enemies closer. Whoever said it is right. It pays to have knowledge of what's going on with your competition to better position your marketing campaign, especially your catalogs and booklets, to come out the best in your area of expertise. Learning the strengths and weaknesses of your adversaries can aid you in improving your own strengths.
3 - Customer service above all else.
Customers always look for the best service available. A courteous and pleasant business person is a better bedmate any day. When you want loyalty among your clients then the only way to get it is to make your clients so happy dealing with you that they won't see fit to go anywhere else.
And this also applies to your price. As cost is always a big issue for customers, be sure to have rates that are also customer friendly. Not only do you gain profit from your clients but more importantly, you'll have a network of his or her friends, relatives and lovedones when they feel satisfied with your business.
All in all, the key to having a successful marketing campaign that attracts your customers is actually better customer service that focuses on the needs of your target market. When you are able to acknowledge and provide solutions to their problems, then you don't need to do the math to know that what you have in your hands is a truly successful promotional strategy.
1 - Know your business.
People basically look for a company that knows everything there is to know about their field of business. When you position yourself as an expert in your niche, you'll be able to attract more leads to your business because they know that they can rely on you to provide them the solution to their needs.
Who else but you can better explain how your product works, right. Without knowing the facts and details, your clients would hesitate to buy something that you don't even believe in, enough to learn everything there is to know about the item.
That goes without saying that you have to be well versed not only with the type of market you're in, but most importantly, with the product you are trying to sell. Your knowledge will help you promote as well as influence your prospects' decision to purchase from you from your catalog printing pieces or even in the booklets you produce for your marketing efforts.
2 - Network your way to sales.
To spread the good word about your product, you have to network continuously. Meet people everyday, join social circles and organizations, attend functions and events, and more importantly, join trade shows and build effective displays while you're at it.
Networking also means getting to know your competition and how they work. Someone said to keep your friends close and your enemies closer. Whoever said it is right. It pays to have knowledge of what's going on with your competition to better position your marketing campaign, especially your catalogs and booklets, to come out the best in your area of expertise. Learning the strengths and weaknesses of your adversaries can aid you in improving your own strengths.
3 - Customer service above all else.
Customers always look for the best service available. A courteous and pleasant business person is a better bedmate any day. When you want loyalty among your clients then the only way to get it is to make your clients so happy dealing with you that they won't see fit to go anywhere else.
And this also applies to your price. As cost is always a big issue for customers, be sure to have rates that are also customer friendly. Not only do you gain profit from your clients but more importantly, you'll have a network of his or her friends, relatives and lovedones when they feel satisfied with your business.
All in all, the key to having a successful marketing campaign that attracts your customers is actually better customer service that focuses on the needs of your target market. When you are able to acknowledge and provide solutions to their problems, then you don't need to do the math to know that what you have in your hands is a truly successful promotional strategy.
Monday, January 28, 2008
Best Qualities For Salespeople
Being a salesperson is very much like being a performer on stage. Knowing what kind of person to hire as a salesperson is difficult sometimes; mainly because most people interview well, yet few perform well. To maximize your success in hiring a sales staff, there are some key traits to look for in interviewing.
First, is the individual likable? A salesperson is basically a personality. Fundamentally, the salesperson should be someone who you would like to be the face of the company. In my experience, it doesn't matter if the salesperson is black or white, male or female, fat or thin; what matters is if I would want to spend five minutes speaking to them. Attractiveness counts, of course, but an attractive personality and presentation is much more important. Ensure your new hires are likable folks.
Second, your salespeople need to fundamentally understand the sales transaction enough to close sales. Many salespeople are successful simply because they work in an industry where there is little competition. Others are good at building relationships and this ability carries their sales numbers. However, the best salespeople understand the simple transaction; establish interest, showcase features and benefits, validate yourself and your organization, close.
Third, your salespeople can be formulaic and mechanical, but they won't be winners. The winners believe in a "live without a net" approach to sales. This means the best people have the sales script in their head, but usually operate on an instinctive, personality driven and on-the-spot improvised approach. These people adapt their personality to the individual much like a therapist approaches a patient. Being not only a salesperson, but a partner in the emotional aspect of the transaction is very important. The best salesperson leaves the customer feeling a strong sense of empathy; almost as though they have made a new friend.
Lastly, and probably most important, your salespeople need to be persistent. They need to be so persistent that they never take no for an answer. This means 200 dials instead of 100. This means knocking on doors until one is exhausted. There is always a new prospect to speak with. There is never a time when there is no hope to make a sale. Find your persistent and aggressive people and you will find a quality salesperson.
Overall, these key traits above will be the best traits. Obviously there are exceptions. We have all seen very aggressive and even obnoxious salespeople with strong numbers. We have also seen quiet and shy folks who have a natural sweetness that lends itself to a strong closing ability. Empathy, understanding of the sales transaction, instinctive ability, and persistence; these are the most important factors to seek in your prospective sales representatives.
First, is the individual likable? A salesperson is basically a personality. Fundamentally, the salesperson should be someone who you would like to be the face of the company. In my experience, it doesn't matter if the salesperson is black or white, male or female, fat or thin; what matters is if I would want to spend five minutes speaking to them. Attractiveness counts, of course, but an attractive personality and presentation is much more important. Ensure your new hires are likable folks.
Second, your salespeople need to fundamentally understand the sales transaction enough to close sales. Many salespeople are successful simply because they work in an industry where there is little competition. Others are good at building relationships and this ability carries their sales numbers. However, the best salespeople understand the simple transaction; establish interest, showcase features and benefits, validate yourself and your organization, close.
Third, your salespeople can be formulaic and mechanical, but they won't be winners. The winners believe in a "live without a net" approach to sales. This means the best people have the sales script in their head, but usually operate on an instinctive, personality driven and on-the-spot improvised approach. These people adapt their personality to the individual much like a therapist approaches a patient. Being not only a salesperson, but a partner in the emotional aspect of the transaction is very important. The best salesperson leaves the customer feeling a strong sense of empathy; almost as though they have made a new friend.
Lastly, and probably most important, your salespeople need to be persistent. They need to be so persistent that they never take no for an answer. This means 200 dials instead of 100. This means knocking on doors until one is exhausted. There is always a new prospect to speak with. There is never a time when there is no hope to make a sale. Find your persistent and aggressive people and you will find a quality salesperson.
Overall, these key traits above will be the best traits. Obviously there are exceptions. We have all seen very aggressive and even obnoxious salespeople with strong numbers. We have also seen quiet and shy folks who have a natural sweetness that lends itself to a strong closing ability. Empathy, understanding of the sales transaction, instinctive ability, and persistence; these are the most important factors to seek in your prospective sales representatives.
5 Things To Do Before Asking For The Sal
Closing the sale can make the best of us get sweaty palms. What will happen? Will they say "Yes!" or will they reject your offering? Because this process is so intimidating to many non-trained sales people, it is often botched. Either you go in for the close too quickly, or you never ask for the sale.
Here are five things to discuss with a prospect BEFORE you ask for their business.
1.Be clear of the needs and/or concerns of your prospect. What problem are they trying to overcome? What do they want and hope for? Ask lots of questions to be sure you have a very good understanding of each client's circumstances.
2. Explain how your product or service will SPECIFICALLY help your prospect. What is the benefit to them? This should sound different for each prospect - because it is based on their own situation.
3. Find out how your client feels about your product or service. Most purchases are made based on emotion. Gage the prospects emotional response by reading their body language and asking questions to help you learn their reaction.
4. Discuss any objections the prospect has about your service or product. Be sure and address these objections and answer any questions or concerns they have. Be honest. If their objection is legitimate, acknowledge it and when possible offer a solution or alternative.
5. Be sure you are dealing with decision-maker. Find out early on if the person you are talking with is able to make the final decision. If not, get the decision-maker involved in the discussion as soon as possible.
Take the time to discuss each of these five areas with your prospect before you even think about asking for their business. Once you have thoroughly talked through these items, and you are getting a positive reaction, then be sure and ask for their business. Be direct. Ask them, "Are you ready to get started?" or "Which color would you like to order?" The more thoroughly you get to know your prospect and genuinely offer them a solution to their problem or need, the more likely you are to win the sale.
Summary: Don't rush in to close the sale unless you have addressed all five of these critical issues!
Here are five things to discuss with a prospect BEFORE you ask for their business.
1.Be clear of the needs and/or concerns of your prospect. What problem are they trying to overcome? What do they want and hope for? Ask lots of questions to be sure you have a very good understanding of each client's circumstances.
2. Explain how your product or service will SPECIFICALLY help your prospect. What is the benefit to them? This should sound different for each prospect - because it is based on their own situation.
3. Find out how your client feels about your product or service. Most purchases are made based on emotion. Gage the prospects emotional response by reading their body language and asking questions to help you learn their reaction.
4. Discuss any objections the prospect has about your service or product. Be sure and address these objections and answer any questions or concerns they have. Be honest. If their objection is legitimate, acknowledge it and when possible offer a solution or alternative.
5. Be sure you are dealing with decision-maker. Find out early on if the person you are talking with is able to make the final decision. If not, get the decision-maker involved in the discussion as soon as possible.
Take the time to discuss each of these five areas with your prospect before you even think about asking for their business. Once you have thoroughly talked through these items, and you are getting a positive reaction, then be sure and ask for their business. Be direct. Ask them, "Are you ready to get started?" or "Which color would you like to order?" The more thoroughly you get to know your prospect and genuinely offer them a solution to their problem or need, the more likely you are to win the sale.
Summary: Don't rush in to close the sale unless you have addressed all five of these critical issues!
How to Sell Your New Gadget Electronic
I am walking through the store the other day with my wife and notice a little blast from the past, specifically from my childhood. It was a handheld electronic football game. They had one on display to test out, so me being the curious consumer that I am, I want to make sure the game was ok, before I decided to buy it.
So I turned it on, and the game started beeping and playing a tune in that old eighties style of electronic sound my generation got used to. Just like the game I remember, there wasn't much to it, when you compare it games of today. It has basic functionality with limited playing ability, but boy was it fun.
Kids today wouldn't even look at that game, but for a whole generation of people that at one time were kids, namely my generation, it is an electronic gadget that I immediately gravitated towards.
Maybe you have an idea for a hot new electronic gadget, or to reinvent one from yester year. Whatever the goal may be there are a variety of ways you can sell them. You should however write down specific steps on what exactly you are trying to accomplish.
Write down your specific target market that your game appeals to. In my experience above, that game appealed to young boys from ages 10 to about 13.
Find out where your target market frequents. This is where you want to concentrate your advertising and marketing efforts. You do not want to waste your time putting your electronic gadget up for sale in a store where very few of your target market members visit, or post online in a category that is not relevant to what the gadget is.
Define what attracts your target market to the product you're selling. For me it was the fact that the electronic gadget was a way to relive the past. That is exactly how they presented it. It was a game to relive days gone by, and conjure up some good old memories.
Create your promotion, advertising, marketing campaign, and sales pitch around what you have already written above. Whether you are posting an online advertisement, or trying to pitch your idea to a store, you need a clear, professional presentation of what you are selling, and what you are trying accomplish.
Post your online advertisements, set up your displays in the stores and sit back and start taking orders. Well you really won't sit back, you will be a bit more outgoing and aggressive to get the product out there, but the point is you can now concentrate on selling your product to your target market that you already defined.
There are thousands of electronic gadgets and gizmos on the market today. Some are very helpful and some are fairly worthless. If you have a good product, that is useful for the purpose it was intended, you should have no problems, making lots of sales.
So I turned it on, and the game started beeping and playing a tune in that old eighties style of electronic sound my generation got used to. Just like the game I remember, there wasn't much to it, when you compare it games of today. It has basic functionality with limited playing ability, but boy was it fun.
Kids today wouldn't even look at that game, but for a whole generation of people that at one time were kids, namely my generation, it is an electronic gadget that I immediately gravitated towards.
Maybe you have an idea for a hot new electronic gadget, or to reinvent one from yester year. Whatever the goal may be there are a variety of ways you can sell them. You should however write down specific steps on what exactly you are trying to accomplish.
Write down your specific target market that your game appeals to. In my experience above, that game appealed to young boys from ages 10 to about 13.
Find out where your target market frequents. This is where you want to concentrate your advertising and marketing efforts. You do not want to waste your time putting your electronic gadget up for sale in a store where very few of your target market members visit, or post online in a category that is not relevant to what the gadget is.
Define what attracts your target market to the product you're selling. For me it was the fact that the electronic gadget was a way to relive the past. That is exactly how they presented it. It was a game to relive days gone by, and conjure up some good old memories.
Create your promotion, advertising, marketing campaign, and sales pitch around what you have already written above. Whether you are posting an online advertisement, or trying to pitch your idea to a store, you need a clear, professional presentation of what you are selling, and what you are trying accomplish.
Post your online advertisements, set up your displays in the stores and sit back and start taking orders. Well you really won't sit back, you will be a bit more outgoing and aggressive to get the product out there, but the point is you can now concentrate on selling your product to your target market that you already defined.
There are thousands of electronic gadgets and gizmos on the market today. Some are very helpful and some are fairly worthless. If you have a good product, that is useful for the purpose it was intended, you should have no problems, making lots of sales.
Is the Not In Your Thinking Your Obstacle to Sales Success?
To increase sales begins with about your thoughts and your overall thinking process about selling to yourself. In The Strangest Secret: How To Live the Life Your Desire, Earl Nightingale quoted Dr. Albert Schweitzer who answered the question: "What is wrong with men today?" with this simple response "Men simply don't think"
Thinking for many in sales has become an obstacle for success. Napoleon Hill saw that in his book Think and Grow Rich. Society has become even a greater abyss of non-thinkers, conformists, who take the thoughts of others for truth. For example, if you hear that the economy is bad, will you go with the flow or believe something else?
There is a video traveling cyberspace about the forthcoming union of Mexico, U.S. and Canada to form North American Union complete with supporting facts (?). And people actually believe this to be true. What is difference between this video and the current belief about the economy?
Speaking about the economy, drive by any mall and see of the cars not in the lots. Travel through the many subdivisions and see only one car in the driveway. Of course, you are going to see malls full of cars, usually 2 cars in the driveways and people still going to work.
What we think we can achieve or cannot achieve in sales is where sales success begins. For example, if you are realtor, real estate agent or mortgage broker by all accounts you should have had a terrible year. I just read that 2007 was the worst year for the housing and real estate industry since the depression.
Yet, one of my clients who is a mortgage broker increased business 33% in 2007 over 2006 in spite of all the doom and gloom in the housing industry. We achieved the sales goal for 2007, but fell a little short of the BHAG (big, hairy audacious goal). And through all this, she delivered her third child in early September and has been working from home since that time.
Plans have been established for 2008 goals where we are using 33% as the increase. And here is where it gets interesting. When we started working together she told me that "I do not think I can achieve this sales goal." She was very nervous. And goal setting does make a lot of people uncomfortable because it makes you think. Now with that goal achieved, she once again said "I do not think I can achieve this goal." Her not thinking is her obstacle to selling more not It is the economy stupid.
By not thinking, we become what we think about, nothing, a shadow of someone else, a non-entity, a whisp in the wind. No wonder many people in sales never realize the success that they are seeking not to mention people in general who want business or personal success.
Not thinking has been a continual challenge for man. The Roman Emperor, Marcus Aurelius, saw that when he said: "A man's life is what his thoughts make of it." Fifteen hundred years later, Ralph Waldo Emerson echoed Aurelius when he said: "A man is what he thinks about all day long."
Thinking for many in sales has become an obstacle for success. Napoleon Hill saw that in his book Think and Grow Rich. Society has become even a greater abyss of non-thinkers, conformists, who take the thoughts of others for truth. For example, if you hear that the economy is bad, will you go with the flow or believe something else?
There is a video traveling cyberspace about the forthcoming union of Mexico, U.S. and Canada to form North American Union complete with supporting facts (?). And people actually believe this to be true. What is difference between this video and the current belief about the economy?
Speaking about the economy, drive by any mall and see of the cars not in the lots. Travel through the many subdivisions and see only one car in the driveway. Of course, you are going to see malls full of cars, usually 2 cars in the driveways and people still going to work.
What we think we can achieve or cannot achieve in sales is where sales success begins. For example, if you are realtor, real estate agent or mortgage broker by all accounts you should have had a terrible year. I just read that 2007 was the worst year for the housing and real estate industry since the depression.
Yet, one of my clients who is a mortgage broker increased business 33% in 2007 over 2006 in spite of all the doom and gloom in the housing industry. We achieved the sales goal for 2007, but fell a little short of the BHAG (big, hairy audacious goal). And through all this, she delivered her third child in early September and has been working from home since that time.
Plans have been established for 2008 goals where we are using 33% as the increase. And here is where it gets interesting. When we started working together she told me that "I do not think I can achieve this sales goal." She was very nervous. And goal setting does make a lot of people uncomfortable because it makes you think. Now with that goal achieved, she once again said "I do not think I can achieve this goal." Her not thinking is her obstacle to selling more not It is the economy stupid.
By not thinking, we become what we think about, nothing, a shadow of someone else, a non-entity, a whisp in the wind. No wonder many people in sales never realize the success that they are seeking not to mention people in general who want business or personal success.
Not thinking has been a continual challenge for man. The Roman Emperor, Marcus Aurelius, saw that when he said: "A man's life is what his thoughts make of it." Fifteen hundred years later, Ralph Waldo Emerson echoed Aurelius when he said: "A man is what he thinks about all day long."
The Relativity of Luxury
I'm not sure luxury is really the saddest thing I can imagine. I understand the intent behind the thought but ultimately, there are many things sadder. I am a huge fan of luxury and yet as a pragmatist and a realist, I can see the pitfalls inherent when an average person believes they have to have a luxurious, rich life thereby racking up plenty of debt.
In a article on MSN, "Uncommon Sense: Luxuries you can live without -- and should", author MP Dunleavey points out the new frames that certain items which were once considered ordinary and mundane purchases, things that we need for daily life but which shouldn't set us back too far, have now become commodities.
Pots, now called "cookware", sheets now called "linens", tennis shoes now called "athletic footwear" and watches now called "time pieces"-all have been reframed to adjust our perspective of their value.
She argues that while the original products may be necessary, the "new, improved and reframed" need not suck us in. (Which is, unfortunately, what it is doing to "average Americans" who can no more afford a $5,000 plasma screen TV than they can a trip to the moon.)
While in this Wall Street Journal article by Christina Binkley, "The Psychology of the $14,000 Handbag: How Luxury Brands Alter Shoppers' Price Perceptions; Buying a Key Chain Instead." , she shows the strategy behind pushing the limits of reason with prices to get the consumers to take a step down to another product, still probably out of the reasonable price range for what the product is, but more within their ability to stretch to buy it. (Ex. Buying a keychain from Tiffany's instead of an actual piece of jewelry because that's the only thing they can afford.)
She explains that, "when shoppers are confronted with prices they can't afford, a smart retailer will 'move you right along to where you can salvage your pride,' says Dan Hill, president of Sensory Logic, a Minneapolis consulting company that helps companies explore their sensory and emotional connections with customers."
Fortunately for us, in working with an affluent clientèle, we don't have to "put the screws" to prospects that shouldn't be attempting to purchase our services or products. Yet, the psychology behind altering price perceptions remains the same.
By framing ourselves as 'absolutely not the cheapest alternative, but definitely worth the price you pay' and really putting out there exactly what we require we are most definitely altering perceptions. Along those lines, one of the saddest things I can think of is getting used to accepting less than what we're really worth.
In a article on MSN, "Uncommon Sense: Luxuries you can live without -- and should", author MP Dunleavey points out the new frames that certain items which were once considered ordinary and mundane purchases, things that we need for daily life but which shouldn't set us back too far, have now become commodities.
Pots, now called "cookware", sheets now called "linens", tennis shoes now called "athletic footwear" and watches now called "time pieces"-all have been reframed to adjust our perspective of their value.
She argues that while the original products may be necessary, the "new, improved and reframed" need not suck us in. (Which is, unfortunately, what it is doing to "average Americans" who can no more afford a $5,000 plasma screen TV than they can a trip to the moon.)
While in this Wall Street Journal article by Christina Binkley, "The Psychology of the $14,000 Handbag: How Luxury Brands Alter Shoppers' Price Perceptions; Buying a Key Chain Instead." , she shows the strategy behind pushing the limits of reason with prices to get the consumers to take a step down to another product, still probably out of the reasonable price range for what the product is, but more within their ability to stretch to buy it. (Ex. Buying a keychain from Tiffany's instead of an actual piece of jewelry because that's the only thing they can afford.)
She explains that, "when shoppers are confronted with prices they can't afford, a smart retailer will 'move you right along to where you can salvage your pride,' says Dan Hill, president of Sensory Logic, a Minneapolis consulting company that helps companies explore their sensory and emotional connections with customers."
Fortunately for us, in working with an affluent clientèle, we don't have to "put the screws" to prospects that shouldn't be attempting to purchase our services or products. Yet, the psychology behind altering price perceptions remains the same.
By framing ourselves as 'absolutely not the cheapest alternative, but definitely worth the price you pay' and really putting out there exactly what we require we are most definitely altering perceptions. Along those lines, one of the saddest things I can think of is getting used to accepting less than what we're really worth.
Friday, January 25, 2008
Top Producers Never Say, "I Already Know That"
"I already know that" is a success killing phrase. When you tell yourself or think to yourself that you already know whatever your hearing or learning, you better think again. In my experience those words are the precursor to a humbling experience.
As a professional sales coach, some people will actually unsubscribe from my free email course. Shock of all shocks, right. It doesn't happen often, and when it does I'll sometimes get a comment about how they already know this stuff or they've heard this stuff before.
I immediately know a lot about the other person. I know that the person who just made that comment is an average or below average sales person and that they'll never be a top producer. You see top producers in sales or anything take a different approach.
Do you think Tiger Woods was born with or has developed a body so physically superior to all other humans that it makes him the best golfer in the world? I highly doubt it. What I do believe is that there are subtle differences about Tiger that make him superior: his attitude, his application of techniques, and his commitment to continuous improvement.
Sales is as old as man himself and there aren't really any new ideas. Professional sales coaching helps you to make those subtle differences in your attitude, in your application of proven techniques, and in your commitment to continuous improvement so you can get where you want to be. Coaching can help everyone, but not everyone is coachable.
Instead of telling yourself you already know something ask, "what can I learn from this that I may have overlooked in the past that will help me to get where I want to be"? As you read that if you didn't immediately experience a big difference in how you think about things read it again and again until you get it. Top producers know how to sell, but they work on the fine and subtle details that make all the difference in their results.
As a professional sales coach, some people will actually unsubscribe from my free email course. Shock of all shocks, right. It doesn't happen often, and when it does I'll sometimes get a comment about how they already know this stuff or they've heard this stuff before.
I immediately know a lot about the other person. I know that the person who just made that comment is an average or below average sales person and that they'll never be a top producer. You see top producers in sales or anything take a different approach.
Do you think Tiger Woods was born with or has developed a body so physically superior to all other humans that it makes him the best golfer in the world? I highly doubt it. What I do believe is that there are subtle differences about Tiger that make him superior: his attitude, his application of techniques, and his commitment to continuous improvement.
Sales is as old as man himself and there aren't really any new ideas. Professional sales coaching helps you to make those subtle differences in your attitude, in your application of proven techniques, and in your commitment to continuous improvement so you can get where you want to be. Coaching can help everyone, but not everyone is coachable.
Instead of telling yourself you already know something ask, "what can I learn from this that I may have overlooked in the past that will help me to get where I want to be"? As you read that if you didn't immediately experience a big difference in how you think about things read it again and again until you get it. Top producers know how to sell, but they work on the fine and subtle details that make all the difference in their results.
Overcoming the Customer's Indifference
Obstacles to sales success are everywhere and like every other business owner you have to find a way to overcome them.
Have you looked at the obstacles that are holding your business back? Frequently we find the biggest obstacles are not the obvious ones like competition from other companies in your niche but the biggest obstacle to business is actually your customer himself or at least the customers indifference.
In order to overcome customer inaction and make that sale you need to get the prospects attention and interest, you need to prompt their desire for your product, you need to get them to trust you and finally you need to get them to take action. In short you need to give your prospects the information and motivation they need to get them more likely to take action and buy the product or service.
Grab their attention and interest by talking about the problem or task they face in their own terms and language. Let them see you have been there yourself and you absolutely understand how it is to be in that position. Then tell them just how it is you can help, the options you have available and how you are ready to assist, how good your product or service is and what great results it has produced for others in the same position.
By demonstrating what their results are going to be and how much better their situation is after purchasing your product or service you stimulate desire for the product. Remember, your prospect needs to be reminded of how good things will be after they have purchased your product in order to make the decision an emotional one. Depending on your particular product or service it might be appropriate to think about giving free samples, free trials or teasers of some description you can stoke their desire to try your product even more.
If you can instill trust you will be much more likely to make the sale. Use testimonials from previous happy clients in your marketing efforts whether on your website or other advertising materials. Seeing other customers speak well of your product or service helps to instill a measure of trust and therefore overcome the natural reluctance barrier.
When it comes to a potential purchase most of us tend to procrastinate until later. By giving your prospect a compelling reason to act immediately, you can close the sale and move on to the next. There are some techniques you can try to prompt action such as a time limited offer or a bonus or discount for acting immediately which can be very effective.
So overcome the obstacle of customer indifference by remembering those key points you have to address in order to maximise your business. Grab their attention and interest, stoke their desire, gain their trust and prompt them to action.
Have you looked at the obstacles that are holding your business back? Frequently we find the biggest obstacles are not the obvious ones like competition from other companies in your niche but the biggest obstacle to business is actually your customer himself or at least the customers indifference.
In order to overcome customer inaction and make that sale you need to get the prospects attention and interest, you need to prompt their desire for your product, you need to get them to trust you and finally you need to get them to take action. In short you need to give your prospects the information and motivation they need to get them more likely to take action and buy the product or service.
Grab their attention and interest by talking about the problem or task they face in their own terms and language. Let them see you have been there yourself and you absolutely understand how it is to be in that position. Then tell them just how it is you can help, the options you have available and how you are ready to assist, how good your product or service is and what great results it has produced for others in the same position.
By demonstrating what their results are going to be and how much better their situation is after purchasing your product or service you stimulate desire for the product. Remember, your prospect needs to be reminded of how good things will be after they have purchased your product in order to make the decision an emotional one. Depending on your particular product or service it might be appropriate to think about giving free samples, free trials or teasers of some description you can stoke their desire to try your product even more.
If you can instill trust you will be much more likely to make the sale. Use testimonials from previous happy clients in your marketing efforts whether on your website or other advertising materials. Seeing other customers speak well of your product or service helps to instill a measure of trust and therefore overcome the natural reluctance barrier.
When it comes to a potential purchase most of us tend to procrastinate until later. By giving your prospect a compelling reason to act immediately, you can close the sale and move on to the next. There are some techniques you can try to prompt action such as a time limited offer or a bonus or discount for acting immediately which can be very effective.
So overcome the obstacle of customer indifference by remembering those key points you have to address in order to maximise your business. Grab their attention and interest, stoke their desire, gain their trust and prompt them to action.
Friday, January 18, 2008
Accept Credit Card Payments Online
Having your own online business saves a lot on your start up and operational costs as compared to business with a physical location. Most businesses these days accept credit cards online to expand customer base and increase sales volume. Businesses that accept credit card payments online have sales that are 50-400% more than businesses that do not accept credit card payments.
In case you decide to accept credit card payments online, you'll have a choice to apply for a traditional merchant account at any of the local bank and get accepted or you can use one of the numerous credit card processing companies that operate online and are looking for online businesses. Many of the card processing providers you can use online allow you to set up your website for accepting credit cards with no set up fees.
When you just start an online business, you are probably not ready to get any credit card processing provider that requires you process a minimum number of transactions each month. It is better to pay a slightly higher per-transaction fee than to pay a higher monthly fee in exchange for a lower per-transaction fee based on a minimum number of cards processed each month.
Benefits that you will get when you accept credit card payments online:
* Sales will increase: Credit card customers buy 2.5 times more merchandise than customers who pay cash.
*
* To attract the impulse buyer: Credit cards give the customers freedom to spend for previously unplanned merchandise.
* To move expensive merchandise: Credit card customers are often less conscious of slight price differences, and will seek out the businesses that offer credit rather than the discounter or wholesaler who does not offer credit purchases.
* Larger volume: Offering Credit Cards helps you achieve higher unit sales and extra orders.
* Steadier sales: Offering Credit cards can help smooth out the business 'ups and downs', cash shoppers tend to buy heavier only on paydays and just before holidays; credit customers buy whenever the need arises.
* Credit card issues: Of around 280 million North Americans, 150 million have Visa, 95 million have MasterCard, 40 million have Discover and 25 million have American Express. 80% of all Credit Cards are Visa and MasterCard.
Zed Miller, an expert business writer, regularly contributes his articles to various websites just to help merchants, small businesses and retail houses to expand their market base by accepting the prevailing mode of payments.
In case you decide to accept credit card payments online, you'll have a choice to apply for a traditional merchant account at any of the local bank and get accepted or you can use one of the numerous credit card processing companies that operate online and are looking for online businesses. Many of the card processing providers you can use online allow you to set up your website for accepting credit cards with no set up fees.
When you just start an online business, you are probably not ready to get any credit card processing provider that requires you process a minimum number of transactions each month. It is better to pay a slightly higher per-transaction fee than to pay a higher monthly fee in exchange for a lower per-transaction fee based on a minimum number of cards processed each month.
Benefits that you will get when you accept credit card payments online:
* Sales will increase: Credit card customers buy 2.5 times more merchandise than customers who pay cash.
*
* To attract the impulse buyer: Credit cards give the customers freedom to spend for previously unplanned merchandise.
* To move expensive merchandise: Credit card customers are often less conscious of slight price differences, and will seek out the businesses that offer credit rather than the discounter or wholesaler who does not offer credit purchases.
* Larger volume: Offering Credit Cards helps you achieve higher unit sales and extra orders.
* Steadier sales: Offering Credit cards can help smooth out the business 'ups and downs', cash shoppers tend to buy heavier only on paydays and just before holidays; credit customers buy whenever the need arises.
* Credit card issues: Of around 280 million North Americans, 150 million have Visa, 95 million have MasterCard, 40 million have Discover and 25 million have American Express. 80% of all Credit Cards are Visa and MasterCard.
Zed Miller, an expert business writer, regularly contributes his articles to various websites just to help merchants, small businesses and retail houses to expand their market base by accepting the prevailing mode of payments.
Existing Home Sales Drop
he sales of existing homes decreased in May with the median price of homes leveling out to a relatively normal rate.
Total existing home sales were down slightly by 1.2% to a seasonally-adjusted annual rate of 6.67 million units in May, according to the National Association of Realtors.
The sales were 6.6% lower than May of 2005, when sales were at the 7.14 million-unit level.
The national median price of an existing home was up by 6.0% to $230,000. Last May, the median was at $127,000.
The surplus levels of existing homes on the market increased by 5.5% to 3.60 million homes for sale. The number represents a 6.5 month supply at the current sales rate.
Existing condominium and cooperative housing sales grew 1.9% to a seasonally adjusted annual rate of 852,000 units in May. Condo and coop sales remain 6.6% under the unit pace of May 2005, when sales hit 912,000.
The median price of an existing condominium was up 1.9% at $229,300 in May, when compared to one year ago.
Single-family home sales were down 1.5% when compared to April sales, and 6.6% lower than May of 2005.
The price of the median existing single-family home was up 6.4% to $229,700 when compared to May of 2005.
Sales declined in both the Northeast and Midwest, but increased slightly in the South and West regions of the nation.
Total existing home sales were down slightly by 1.2% to a seasonally-adjusted annual rate of 6.67 million units in May, according to the National Association of Realtors.
The sales were 6.6% lower than May of 2005, when sales were at the 7.14 million-unit level.
The national median price of an existing home was up by 6.0% to $230,000. Last May, the median was at $127,000.
The surplus levels of existing homes on the market increased by 5.5% to 3.60 million homes for sale. The number represents a 6.5 month supply at the current sales rate.
Existing condominium and cooperative housing sales grew 1.9% to a seasonally adjusted annual rate of 852,000 units in May. Condo and coop sales remain 6.6% under the unit pace of May 2005, when sales hit 912,000.
The median price of an existing condominium was up 1.9% at $229,300 in May, when compared to one year ago.
Single-family home sales were down 1.5% when compared to April sales, and 6.6% lower than May of 2005.
The price of the median existing single-family home was up 6.4% to $229,700 when compared to May of 2005.
Sales declined in both the Northeast and Midwest, but increased slightly in the South and West regions of the nation.
Wednesday, January 2, 2008
Customer Focus the Primary Platform for Customer Retention
Customer focus must become the platform for success in the hotel-resort industry or for anyone in the service industry for that matter. That starts with establishing guidelines for communication and planning between management, sales, marketing and the customer service team.
A helpful tip provided by a reader suggests establishing a "Group Folder" for every sizable client that makes a reservation. This folder is basically the "Customer Profile" which provides insight for everyone on exactly how to service this particular customer. This folder contains detailed information that includes all the basics but also provides insight into the groups preferences or special needs.
Pre- arrival Planning
Face to face on cite meetings to discuss each of these group clients go a long way to maximizing service effectiveness. Being able to call guests by their name goes a long way toward customer retention. This information is shared with the entire staff. It is not treated as secret confidential information that requires a top security clearance. The purpose and intent of this folder information and meeting content is to provide world class service.
Another hint toward maximizing customer retention is to have the sales manager/booking agent personally greet the group at check-in. This personal touch provides the opportunity to build relationship equity with the group and to circumvent any issues that may occur during their stay. The old saying "Prevention is better than a cure" applies here. If you establish that personal relationship up front, any problems that may occur are less dramatic and stressful on everyone's part.
The Exit Exercise
When the group customer checks out --- that is not the end. In fact it should be considered a new beginning. An exit exercise should take place to review what went right, what may have gone wrong and what could be done to improve the group's next stay and enhance your relationship equity. A follow-up with the group representative should become standard procedure even if it only involves saying thank you one more time. However, this simple phone call can often add valuable information to your group folder that can be used not only for service improvements but may be valuable to your marketing program.
People Do Business with People
Let's face it. You are in a people business. It is extremely important that you understand what your customers consider value. You may think that lobby coffee and warm cookies are enough and your customers love them but what you think is not what is really important. What your customers think and value is the deciding factor that will determine your success and retention rate. Take the time to talk to your customers. Find out exactly what they really value during their stay with you. Build your service platform on the basic concept of fulfilling the needs that your customers highly value. That in itself will go a long way toward living up to the slogan of "World Class Service".
Don't Forget
Today's customers are savvier than ever. With the advent of the internet and the proliferation of information that is available, your customer not only knows what you know, they may know what you should know.
Your customer has investigated, inspected, explored, scrutinized and examined you and your competition long before they ever pick up the phone to call you. Many have pre-qualified you well in advance of you giving your sales pitch.
Though they are well-informed, they are still novices in the service industry when compared to your wealth of knowledge. Your customer may not have the technical knowledge that you have but they have something far more important..... They have the power to decide.
Your customer has come to expect the unexpected. Many have been conditioned to be cynical about the average experience. The mind of your customer has been trained by the likes of Starbucks, Amazon.com, E-Bay, Body Works, Krispy Kreme, Ritz Carlton, Nordstrom's, Southwest Airlines, Flowers to Go and other companies who have made it their mission to create a uniquely memorable experience for their customers. They subconsciously reason..."If I get this kind of treatment for a $4.75 cup of coffee, I should be treated like a king if I am going to invest $XXX or more for my group meeting. And you know what? They are absolutely right.
Why would you do anything different than create the optimal experience for your customer? Why would you even consider being average or just getting by with run of the mill service and products? Here's an interesting point ... write this down and put it at the front desk .... YOU are still in control!!!!! You have a lot of control over their experience, the image, their memory and the impression you leave with them whether it's a single customer wanting a one night stay, a wedding party of twenty-five or an annual convention that books out the majority of your rooms.
But, you have to manage the experience well. That's what service excellence is all about. It involves the entire experience including the after stay follow-up, treatment and many other factors. This is especially true if there was any type of problem regardless of how you handled it. You want your customer to be more than satisfied.
Create a Culture for Customer Retention
If everyone understands this, if everyone believes they are part of a customer retention culture ----your business will change. In fact, your whole culture will change. You may already know this at an intellectual level. But, do you know it at a gut level and at an emotional level? Do all of your employees know it? Are you ready to commit. To live it, breathe it? You have to live, breathe, eat, sleep and project your commitment to customer retention everyday. This is all about teamwork that old often over used word. But... in fact... that's what it all about. The only way to create memorable experiences for your customers is process, structure and the ability to work together toward common goals. Think about that ---- common goals are not automatic. Structure is about doing things in a formalized way - often times it is sequential.
It Takes Commitment
The key to everything that I have discussed thus far is commitment. Your level of dedication and commitment will determine your level of success and your level of customer retention and repeat business.
Your test will come in the process of developing memorable experiences for your customers. The memorable experiences you create for your customers should not be accidents. They are planned surprises based on your knowledge of your customer and your diligence to find out what impresses them most. It is a process that you must test, test, re-test and test again. Two quotes come to mind that sum it all up.
A helpful tip provided by a reader suggests establishing a "Group Folder" for every sizable client that makes a reservation. This folder is basically the "Customer Profile" which provides insight for everyone on exactly how to service this particular customer. This folder contains detailed information that includes all the basics but also provides insight into the groups preferences or special needs.
Pre- arrival Planning
Face to face on cite meetings to discuss each of these group clients go a long way to maximizing service effectiveness. Being able to call guests by their name goes a long way toward customer retention. This information is shared with the entire staff. It is not treated as secret confidential information that requires a top security clearance. The purpose and intent of this folder information and meeting content is to provide world class service.
Another hint toward maximizing customer retention is to have the sales manager/booking agent personally greet the group at check-in. This personal touch provides the opportunity to build relationship equity with the group and to circumvent any issues that may occur during their stay. The old saying "Prevention is better than a cure" applies here. If you establish that personal relationship up front, any problems that may occur are less dramatic and stressful on everyone's part.
The Exit Exercise
When the group customer checks out --- that is not the end. In fact it should be considered a new beginning. An exit exercise should take place to review what went right, what may have gone wrong and what could be done to improve the group's next stay and enhance your relationship equity. A follow-up with the group representative should become standard procedure even if it only involves saying thank you one more time. However, this simple phone call can often add valuable information to your group folder that can be used not only for service improvements but may be valuable to your marketing program.
People Do Business with People
Let's face it. You are in a people business. It is extremely important that you understand what your customers consider value. You may think that lobby coffee and warm cookies are enough and your customers love them but what you think is not what is really important. What your customers think and value is the deciding factor that will determine your success and retention rate. Take the time to talk to your customers. Find out exactly what they really value during their stay with you. Build your service platform on the basic concept of fulfilling the needs that your customers highly value. That in itself will go a long way toward living up to the slogan of "World Class Service".
Don't Forget
Today's customers are savvier than ever. With the advent of the internet and the proliferation of information that is available, your customer not only knows what you know, they may know what you should know.
Your customer has investigated, inspected, explored, scrutinized and examined you and your competition long before they ever pick up the phone to call you. Many have pre-qualified you well in advance of you giving your sales pitch.
Though they are well-informed, they are still novices in the service industry when compared to your wealth of knowledge. Your customer may not have the technical knowledge that you have but they have something far more important..... They have the power to decide.
Your customer has come to expect the unexpected. Many have been conditioned to be cynical about the average experience. The mind of your customer has been trained by the likes of Starbucks, Amazon.com, E-Bay, Body Works, Krispy Kreme, Ritz Carlton, Nordstrom's, Southwest Airlines, Flowers to Go and other companies who have made it their mission to create a uniquely memorable experience for their customers. They subconsciously reason..."If I get this kind of treatment for a $4.75 cup of coffee, I should be treated like a king if I am going to invest $XXX or more for my group meeting. And you know what? They are absolutely right.
Why would you do anything different than create the optimal experience for your customer? Why would you even consider being average or just getting by with run of the mill service and products? Here's an interesting point ... write this down and put it at the front desk .... YOU are still in control!!!!! You have a lot of control over their experience, the image, their memory and the impression you leave with them whether it's a single customer wanting a one night stay, a wedding party of twenty-five or an annual convention that books out the majority of your rooms.
But, you have to manage the experience well. That's what service excellence is all about. It involves the entire experience including the after stay follow-up, treatment and many other factors. This is especially true if there was any type of problem regardless of how you handled it. You want your customer to be more than satisfied.
Create a Culture for Customer Retention
If everyone understands this, if everyone believes they are part of a customer retention culture ----your business will change. In fact, your whole culture will change. You may already know this at an intellectual level. But, do you know it at a gut level and at an emotional level? Do all of your employees know it? Are you ready to commit. To live it, breathe it? You have to live, breathe, eat, sleep and project your commitment to customer retention everyday. This is all about teamwork that old often over used word. But... in fact... that's what it all about. The only way to create memorable experiences for your customers is process, structure and the ability to work together toward common goals. Think about that ---- common goals are not automatic. Structure is about doing things in a formalized way - often times it is sequential.
It Takes Commitment
The key to everything that I have discussed thus far is commitment. Your level of dedication and commitment will determine your level of success and your level of customer retention and repeat business.
Your test will come in the process of developing memorable experiences for your customers. The memorable experiences you create for your customers should not be accidents. They are planned surprises based on your knowledge of your customer and your diligence to find out what impresses them most. It is a process that you must test, test, re-test and test again. Two quotes come to mind that sum it all up.
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