Posts belonging to Category Service Strategies



12 Lessons You Can Learn From The Best Sales Professionals

Calendar July 28, 2011 | Posted by Admin9!

Man Prospecting

There are always gambits and tactics that you could learn from the best sales professionals.  Some of these useful tools might present ways to become more effective and some might be ways to be more persuasive.  Whatever the thrust is, there are procedures that are working for some of the highest earning sales professionals out there, and you would be missing something not to try them.

The best sales professionals have benefited from learning these things from others as well, although some of them have worked hard to construct the tactics.  I am a believer that the tactics are “fair game”, and the best will feel flattered that they are being ‘copied’.

12 Lessons You Can Learn and Benefit From

We all have certain tricks of the trade.  The best sales professionals have some rather simple ones that they brag about.  I think that the ease is in knowing them, and that they can be effective. You will need to remember and practice them, as they don’t necessarily come naturally.

Remember that you are not without your own time-proven gambits, yet these can supplement anything that you have been doing.

  • Before You Leave – Secure the Next Appointment
  • Each Meeting Have an “Action” in Mind
  • Be an Effective Listener
  • Know When to Say “I don’t know”
  • Be an Expert
  • Recognize that Rejection is Part of Sales
  • Show a Personality
  • Always be Dressed for Business
  • Have multiple “touch points” at Each Customer
  • Prospect Every Single Day
  • Develop Deep Enduring Relationships
  • Be Responsive

Before You Leave – Secure the Next Appointment – Never walk out without the next chapter being planned.  One of my favorite sales authors, Stephan Schiffman (101 Successful Sales Strategies, 2005 Adams Media), makes this suggestion about the first call.  I certainly suggest it for a first appointment, yet suggest as well for much of the early going with a customer.  End each session setting up the next encounter.

Each Meeting Have an “Action” in Mind – Know your end game for each session.  Make sure that you have an action step in each meeting.  Your update to the customer keeps you in contact, and keeps things moving along

Be an Effective Listener – The best sales professionals let the client talk.  They ask open-ended questions that generate complete thoughts and answers.  They let the client completely finish those answers before giving their input.  Then…they listen! Customers know when you are listening, and they appreciate it.

Know When to Say “I don’t know” – No customer expects that you will have an answer for every problem during your call or meeting.  It is safe to say that you don’t know.  Follow-up is the key, be responsive and do your research.

Be an Expert – You all know my sentiments about being an expert.  It is that angle that you can take which can define you in the future.  Everyone needs expertise in some particular area, and once they have it, the recognition and acclaim begins to flow.  Whether it is an industry, geography, or a product, you should recognize that “expert power” is effective and can mesmerize a customer in addition to giving the requisite value.

Recognize that Rejection is Part of Sales – A sales professional does not take rejection personally.  The Black sales professional needs to be able to separate rejection in the sales process from preference and prejudice.  They are different!  Rejection is part of the process, and the more you have rejection, the more you are able to determine its common nuances,  Don’t sweat it.

Show a Personality – Don’t put on a show, but show that you are a human being.  If the only thing the customer/prospect thinks is that you want his check, you have missed an opportunity.  Remember to be personable, not personal.

Always be Dressed for Business – Dress as if you are serious, and always dress for the part.  Business dress is your “uniform”.  Don’t find yourself being lulled into dressing down as you are on a mission.

Have multiple “touch points” at Each Customer – The “deeper” your contact points go into a customer, the more assured that you can be of having an “ear” in an organization.  When there is change in your customer’s organization, you will appreciate this suggestion.  Know more than one solid contact in each of your customer’s organization.

Prospect Every Single Day – Every single day you should be preparing for the future.  Prospecting is not the sole source of new business prospects, but it is most effective use of your time on a daily basis.  It needs to be a planned routine and it needs to consistently be executed.  Only then can the “law of large numbers” work for you.  Religiously execute the prospecting plan.

Develop Deep Enduring Relationships – Everyone that most of us sell to is a current customer and a potential repeat customer.  Relationships “rule” in the end and can change “preference” as two whom one prefers to do business with.  Develop relationships with a purpose, and work at them.  If you are truthful, and give value, they will start to increase in depth.

Be Responsive – The best sales professionals are responsive to the highest degree.  They answer their phones, return missed calls methodically, respond to questions and do all follow-ups against the clock.  Responsiveness does not mean that you grant all wishes, but it gets answers so people can move to the next important item.  It is always appreciated, and creates an expectation that many sales professionals cannot match.

I know that there are probably more things that could be learned, yet if you live by these simple rules you can generate more success.  If you are good at internalizing them, the difference will be reflected in a professional demeanor and the success should follow.

Maybe you are doing many of these, although maybe not all.  Try them and let me know the results.

We welcome your comments.

Category Categories: African American Sales Professionals, Prospecting Tips for Black Sales Professionals, Racial Perceptions in Sales, Service Strategies, Success Tips for Black Sales Professionals  |  Tag Tags: , , , ,

Revisited – Deepening Your Customer Relationships – The ‘Holy Grail’ for the Black Sales Professional

Calendar July 11, 2011 | Posted by Admin9!

Relationship

This is an important topic.  Of all of the post done in this journal since November , this one generated the most emails to me.  The reason lies in the fact that if you can define and reach a “deep relationship”, you have secured trust, credibility, and the ability to communicate openly.  I decided after an email from one of my readers from New York to re-run the post which is currently in the BSJ archives. There are a myriad of books on how to create a deep business relationship, yet this creation is a personal thing.  It is based on your connection, or ability to connect with your client.

Above all, it is based on your clients ability to make and value the strength of a personal relationship as well.  When the customer is receptive, this is an area that you can master, and one that you can profit from.  Read it if you are a new reader, and re-read it if you had an opportunity before.  Above all, strengthen your relationships!

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Deep, enduring customer relationships are the prize in some sectors of the sales world.  You will not have these with all customers, as an effort is required which goes far beyond the norm.  The objective is to have it with the most important clients.  Remember, if you don’t have a deep relationship with your buyer another sales professional will attempt to gain the buyer’s preference.

What is a “Deep Relationship”?

Before we discuss how to get there, we need to discuss the characteristics of this type of relationship:

  • Preference – You receive preference in the buying relationship and buying process.
  • A “Business” Friend – You are a trusted confidant with unlimited access to the buyer.
  • A Business Consultant – You have knowledge of the customers business that few are privy to, including access to key individuals and information.
  • A Social Acquaintance - Activities (sometimes) overlap into the social setting.  You have knowledge of your customer’s social and family situation, and conversely the buyer has a knowledge of your family situation.

This results in a buyer who, given all other issues, prefers to work with you and uses his power, authority, and influence to keep you the vendor to his organization.  This status is an asset, and it is not awarded without some effort and history.

Getting There and Staying There

Getting there is a journey and staying there is a matter of being conscious and consistent.  Attaining this position is done over time and with a lot of work and honesty.  Thispreference supersedes other preferences, including racial preference. Only someone with similar status and professional expertise can remove the incumbent.  It can happen if your promises are not fulfilled, or if your organization falls short in delivering.

I have “business friends”, former customers, from my days as a sales professional who have been friends for over 20 years. I still serve in the roll of business consultant in situations when they reach out for help.  These enduring relationships were based on the following activities:

  • Give unparalleled customer service
  • Be Honest – always tell the truth
  • Communicate, Communicate, Communicate – Tell all as early and completely as you can
  • Share Information – give the customer updates including industry news, product news, legislative news early and often
  • Be the professional
    • Make each contact meaningful and time worthy
    • Be timely in your meetings, contacts, and correspondence.
    • Be the professional

The depth of relationship comes when someone really likes you and understands you.  Some of these components can be included in the business database (such as Salesforce.com, Goldmine, or any Customer Relationship Management database) and some of these things should not be resident in a business database.  It is a compendium of information that is between you and the buyer, and should be treated that way.

Components of Your Customer Profile

Know your customer!  Use the Customer Profile to build familiarity, increase intimacy, and gain preference.

Your Customer Profile should include references to the following items:

Customer’s background/history - The customer’s previous employers, and industries.  Know items such as high school, college (if applicable), and geographic background.  Know the customer’s preferred pro teams and hobbies.

Customer facts (away from the office) - This may start with the pictures on his/her desk.  Know the customer’s marital status, number of children including ages and sex.  Know the children’s high schools and colleges.  Sharing your own information is a start.  Sharing knowledge of this information personalizes the relationship. It is a great start!

Customer Requirements – Use the profile as a repository for any must do’s, or requirements for this customer.  Example – When to call, assistant’s name and particulars, and other valuable information.

Use the information wisely, and consistently.  Within your organization become the expert on the customer and his/her business.

The Relationship Building Process

  • Build Trust – Always tell the truth! It is easier to remember.  Avoid stretching it, and avoid white lies. This is extremely important to keep your preference.
  • Communicate, communicate, and communicate! - Give difficult information immediately.  Communicate as frequently as is possible and use different mediums, but in person or phone for difficult news.
  • Be personal and personable - No one will expect to tell you about them if you won’t discuss yourself. Feel free to show your personality.  Discuss the strengths of your story, as a Black sales professional, he has probably not heard one like it.

As a Black sales professional, relationship building is ultra important, yet doable.  As you start with your current customers, hone your skills with those who you have the best relationship with.  This will pay dividends for the rest of your sales career.

Category Categories: African American Sales Professionals, Service Strategies, Success Tips for Black Sales Professionals  |  Tag Tags: , ,