Consistently Outperform Your Sales Competitors Add the sales triumphs model to your selling skills repertoire
BY JACK SINGER, Ph.D.
Susan has been doing well in her sales career for many years. She understands how to make cold calls, how to follow up on leads and referrals and how to offer excellent customer service. Yet, she’s amazed at how much more successful her colleague, Michael, is, when she puts much more time and sweat into her work than Michael seems to do. She wonders what is missing in her approach. The key difference between Michael’s and Susan’s approaches is the fact that Michael has trained himself to be an “active listener.”He uses the sales T.R.I.U.M.P.H.S. model to not only to help him maximize his sales deals, but even when he is not “selling” anything, it is a powerful technique that helps him communicate effectively with his wife and teenagers. This model works wonderfully for virtually any product or service that one is selling.
Here are the components of your sales T.R.I.U.M.P.H.S. T = Treat your client/customer with respect and value. Developing rapport with the prospective client/customer is a crucial first step. Smile, position yourself at the same level (sitting or standing, depending on what the client/customer is doing), and slightly lean toward him, maintaining eye contact. Make sure your cell phone is on silent and you can give undivided attention to the customer. Listen to what the prospective customer is saying and don’t shuffle papers or start thinking about your response. Just listen to her. Regardless of what the person asks, don’t fall into the trap of thinking you need to answer immediately. It’s ok to say, “That’s a great question. Give me a day or so to research our products to find the one that precisely addresses your question.” Some prospective customers can be long-winded, nervously asking a lot of questions, especially with expensive products. Cutting off a speaker may lose you the rapport you need to develop. Always give the speaker the courtesy of finishing a point before you interject yours. Again, take notes so you won’t forget what you wanted to say.
R = Reflect the meaning of what your client is telling you before you actually respond. The best way to understand your prospective customer is to make sure you are listening carefully and the best way to do that is to reflect or paraphrase what you heard him say before you comment on it. An example is, “What I’m hearing is that you are not certain that our product will serve your needs.”
I = “I statements” are powerful. As you paraphrase and reflect back what the buyer is saying, you can use “I statements,” which are very powerful. For example, “I am getting the feeling that you are uncomfortable with this product and would like some other options.” For you to start with “You” would be much more threatening for the buyer. “You don’t like this,product.”? It is important to realize that by understanding what the listener is saying, doesn’t mean necessarily agreeing with him. You are simply showing that you are hearing his concerns. Example, “Fred, I hear your concerns because of your last experience with a similar product. Let me get the information you will need to make you feel better about this.” Always acknowledge the speaker and his position before voicing your opinion.
U = Understand the needs and goals of your client/customer. If you are genuine and sell quality products that will truly satisfy your customer’s needs and desires, the customer will trust you. That includes not selling him the most expensive product if you believe it is not right for him. Nothing gains their trust more than you being honest with him.
M = Monitor the tone and mannerisms of the prospective customer. Body language is so important that studies point out that only a small percentage of what is “heard” by a listener are the words of the speaker. Most of what is “heard” by the listener is tone of voice, smiling, facial expressions, vocal inflections, etc. Watch for all of these indices of your customer’s mood and attitude. You might even wait for a pause and make an interpretation of what you are sensing. An example is, “I am feeling as if you believe that I am trying to force you to buy this product. Is that what’s going on in your head, Alice?”
P = Probe gently and with respect. Your job is to try to understand what your prospective client/customer needs and how you can accommodate those needs. The only way to show people that you have exactly the product to satisfy those needs is to ask gentle questions about their goals and hopes (related to your product). An example is, “If you could describe the ideal software to solve your business problems, what would you like it to do for you?”
H = Help your client feel safe in the conversation. For major purchases, such as insurance policies, automobiles and investment products, clients needs to feel safe discussing specific money issues. Gently probing about personal and family situations that affect their pocket book requires them being able to trust you. This entails ensuring confidentiality and showing genuine concern for their needs. If you expect them to share their biggest fears and insecurities, you must focus in on what they’re saying, be sensitive and assure them that you will help them to meet their goals.
S = Summarize. You’d be amazed at how much you show the speaker you are listening by frequently summarizing what you just heard. This will also help you to focus and remember what the speaker is telling you. If you have hit the key points in your summary, the speaker will feel validated and closer to you. If you missed key points that he is trying to convey, he can inform you about that at this time. Practice this with friends and family. It’s easy to get the hang of it and it really works! Sticking to this Sales TRIUMPHS model will surely bring you your share of triumphs over your competition!
Dr. Jack Singer is a professional speaker, trainer and practicing psychologist. He has been speaking for and training Fortune 1000 companies, associations, CEO’s, sales staffs and elite athletes for 34 years. Dr. Jack is a frequent guest on CNN, MSNBC, FOX SPORTS and countless radio talk shows across the U.S. and Canada. He is the author of “The Teacher’s Ultimate Stress Mastery Guide,” and several series of hypnotic audio programs, some specifically for athletes and some for anyone wanting to raise their self-confidence and esteem. To learn more about Dr. Singer’s speaking and consulting services, please visit www.drjacksinger.com or call (800) 497-9880.
Web Hosting Issues To Consider “Here are a few things you probably didn’t think about when you set up your web site with your host.”
BY MARK KAWABE
If you have a web site, you have a web host. “Hosting” refers to the storage of the electronic files that make up your web site on a computer that is hooked up to the internet 24/7. This computer is referred to as a “web” server (or just “server” ) and the company that owns the server is referred to as your web hosting provider (or host). Here are a few things you probably didn’t think about when you set up your web site with your host.
1. Dedicated vs. Shared Server. A shared web server means your web site is hosted on a machine with dozens or even hundreds of other web sites. Your site shares server resources with all the other sites on the server. With a dedicated server, your site is the only site hosted on that machine. Sounds great but you will pay much more for a dedicated server and often be responsible for many more things, including server security and back-ups. The majority of small and medium sized businesses manage just fine on shared servers. Keep in mind that if another company hosted on the same server is a spammer, your e-mail could be affected if the server gets blacklisted. 2. Uptime and Reliability. You want your site and e-mail to be available as much as possible. Most hosting providers offer 99.9% uptime or greater. Sounds good, but then again, 0.1% of one year is 8.76 hours. With advances in technology, some hosting providers are now offering 100% uptime guarantees. You will generally pay more for 100% uptime and it’s important to read the fine print. Some providers guarantee their NETWORK will be connected to the internet 100% of the time. They do NOT guarantee your website will be available 100% of the time if the problem is due to an internal network or server problem.
3. Hosting is a Marketing Advantage. When you host your web site you will generally have your own domain name. This also means you should be able to have e-mail accounts set up so you can send and receive messages with your domain like me@mydomain.com. An e-mail sent from an address with its own domain looks so much more professional than one sent through Yahoo, Hotmail, Gmail or any of the other free e-mail providers. Having your own domain also gives you more freedom to move from one host or internet service provider to another without having to worry about changing your e-mail address. For example, if you switch from Sympatico to Cogeco and you don’t have your own domain name, you will potentially lose e-mail messages because your e-mail address will change from me@sympatico.ca to me@cogeco.net. If you have your own domain name this won’t be a problem. There are thousands of companies offering web hosting services so finding one is easy. Choosing one can be more difficult. Technically, most hosting providers are about the same, so the real difference between them can be found with their service. Whether you want to stay local or are considering one of the multi-national hosting providers, it is the service that ultimately will determine how happy you are with them. Happy hosting!
Mark Kawabe is a Niagara internet marketing specialist at The Web For Business.com. For more tips and advice visit TheWebForBusiness.com.
Growth By Acquisition—Business Edge
The pros and cons
BY MARK WARDELL
Although the majority of businesses grow organically, many owners will entertain the idea of making an acquisition at least once in their career. For some, growth through this method is a rare opportunity which is unlikely to be repeated, while for others, growth by acquisition is an important part of their overall growth strategy. In all cases, the process of buying another business has its own unique set of challenges. So before embarking on the acquisition trail, it’s important that you gain as much knowledge about those challenges as possible to maximize your likelihood of success. Acquisition may have a glamorous reputation in the news, bringing to mind splashy stories of large corporations acquiring the next big thing and successfully expanding their market share. But when it comes to logistics, this strategy is only right for businesses built on a rock solid foundation. It’s not about size. It’s just that the more self-reliant your current business is, the more likely you’ll be to succeed using this strategy. Buying a new business always involves hidden challenges—challenges that will cripple you if you don’t have the time and resources to tackle them properly because your current business still relies on you for its daily success. So, the starting point for any acquisition needs to be a strong, self-reliant enterprise. Interestingly, the same criteria can be applied to your analysis of the company you intend to buy. In other words, the more self-reliant the targeted business is, the better your chances for long-term success. This is because the self-reliant business has a more predictable and resilient cash-flow. When your sights are set on the right business, the potential benefits are vast. Acquisition is a great way to instantly increase your sales and revenues and provide you with access to new markets. If your target business is truly complimentary to your current enterprise, acquisition can allow you to successfully expand your brand portfolio on the marketing side, while providing improved efficiencies and economies of scale on the business operations side. It can be a real win-win. On the flip side however, acquisition can absorb a substantial amount of time and money. More than most people expect. So be sure to invest heavily in the process of due diligence, investigating all of the potential hidden liabilities of the target company. Once you’ve made your acquisition, you’ll need a strategy for the transition. This means mapping out how you’ll minimize any potential adverse effect on the customers of the acquired company, how you’ll handle the transition of ownership, and how you’ll create a positive, exciting and motivating transition for the current employees and managers of the target company. Just remember that you cannot transition that which you do not have. So make sure you have your own house in order before tackling business number two. It takes some preparation, but an acquisition can be done extremely well with the right approach. As a growth strategy, it has the potential to reap serious reward- if, that is, it’s the right move. Any questions? Drop me an email.
Mark is President & Founder of Wardell Professional Development (www.wardell.biz), an advisory group that helps business owners plan and execute the growth of their companies. The author of seven business books, Mark also writes regularly for several national business publications, including Profit Magazine, the Globe and Mail, and CGA Magazine. Email him at mark@wardell.biz
How To Ride A Roller Coaster Calmly Tips and Techniques for Participating in Meetings and Presentations
BY ADELE LANDAUER
Nobody at his company knows who David is, which is a shame because he is a smart guy with a lot of good ideas. In fact, he’s personable, has a good sense of humor, and is full of aspirations. It isn’t that he is shy or lost among a thousand cubicles at a major corporation. David works for a medium-sized software company that offers a lot of opportunity for upward movement. And people actually do know who he is. They see him in the break room being lively and engaging. The members of his team know him as a capable and hard worker who makes sound analyses and is constantly finding ways to improve their project. So why does David feel invisible or worse: why does he feel irrelevant at his company? Like many companies, David is very meeting-oriented. They have meetings for problem solving, decision-making, planning, feedback, feedforward, combo meetings, and meetings to schedule the next round of meetings. The future projects David will be working on are decided in these meetings, and they are one of the few opportunities he has to show his superiors not only his good ideas, but desire to do more for the company. The reason why David feels irrelevant or unknown and ends up working on other people’s good ideas instead of his own has nothing to do with sitting quietly in a corner. He does speak. He does participate. He tries to engage and show his enthusiasm, but everything comes out wrong. He is not believable. He doesn’t appear authentic. He has no charisma. He has a Communication Wall that is blocking his ability to express himself in an honest and real way. People hear him, but they do not listen to him. His content and argument are betrayed by his body language and voice. Going into a meeting for David is like going on a roller coaster. He is not afraid. He wants to show that he is not afraid. But once the meeting starts, he is screaming and flailing about. For David, there is a discrepancy between who he is and how he acts. Eventually David found and tore down his Communication Wall. It was a process of deep introspection coupled with finding a strong desire to change and following through every single day on that decision to live wall-free. To help him fight against his old patterns, David learned a couple tips and techniques that actors actually use to make a strong impression and have a lasting effect on their audiences:
• Take responsibility for your appearance. Decide for yourself how you want to come across and what kind of first impression you would like to make. From the very first moment you enter a room, walk on stage, or step up to podium, use your body language to show yourself to be a likable, competent, persuasive, and charismatic person. How people perceive you and judge what you say starts long before you utter a word.
• Come across as in control and capable. When sitting, find a comfortable position—do not bob or fidget back and forth. When standing, maintain a strong posture. Keep your gluteal muscles lightly contracted in order to raise your pelvis as you extend your vertebrae to ensure that you are standing up straight and not resting on a hip.
• Every motion has a beginning and an end. When you walk during a presentation, do it consciously as well. Take a few steps to approach a designated point while avoiding unconscious and mindless movements and gestures. Let your body speak, but in a relaxed manner. Every gesture should come from your center and then return there or be replaced by an appropriate, natural movement. Allow each gesture a moment to have an impact, your body language is more confident and you appear more knowledgeable and convincing. Avoid quick, hectic, and agitated movements.
• Breathe from your core. During inhalation your abdominals, lower back, and sides are extended. Relax them completely during exhalation. Nervousness or stage fright as well as stress and excitement can be easily managed when you use abdominal breathing.
• Only those who burn themselves can spark others. Inspire your audience with your presence and intensity. Speak from the power of your own passion. Enjoy every second of your presentation or the meeting so that your passion touches others. Make sure that everyone present in the room feels addressed and involved. Spread your attention and energy out into every corner of the room to ensure that no one feels left out.
• Develop a sense of mission! Know and believe that you have something important to say. Remember: what goes around, comes around. Everything that you give and send out, will come from your audience back around to you.
• Smile! Not only will it relax you, but it will create a real, open, and honest connection with others.
Success in business today is determined by more than the quality of our content or the caliber of our product, but also by how that content or product is presented. Countless hours of hard work are only given a few moments to shine in a boardroom, at a conference, or during a presentation or customer pitch. Too many great ideas have fallen victim to a simple lack of appeal—yet not of the idea itself, but rather of the person presenting it. Use these tips and techniques to help you tear down your Communication Wall and find success as David has.
Adele Landauer is an international expert on success, achievement, and self-leadership. As a coach, she teaches effective presentation skills to business leaders, politicians, and sports teams. She also works with organizations and teams of all sizes as well as individuals in personal coaching to help improve productivity and results. Her first international book is entitled, “Experience Total Freedom: 6 Steps to Tearing Down Your Walls and Living Your Life with Happiness, Balance, and Success. Inspired by the Fall of the Berlin Wall.” To find out more, visit her website www.adelelandauer.com.
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