Black Sales Journal

I guess you could say that I have “Drank the Kool-Aid”  On this one!  There are just certain skills, attributes, and attitudes that you can have or develop that will put you in the leagues with the best.  Today, Monday (June 10th) and next Thursday (June 13th) I will lay them out.  Read them and be the best!

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Since late November of 2010, we have described many of the traits that a true successful professional would have.  We have outlined the activities and processes that would, over time, make a verifiable difference in this individual’s ability to reach goals, and provide customer satisfaction.

We have discussed personality attributes and skills that make a difference over the last several posts.  Once again it is time to talk about how a sales professional puts these all together and finds success.

Over the next three posts we will revisit these important posts and put these together in an effort to portray that individual who is sought by sales managers and customers alike.

This professional has learned the benefits of mastering relationships, both internal and external, to get the maximum leverage from each personal encounter.  This professional knows the different methods of getting exposure, and how to capitalize on it.  This individual is always prepared.

There will be some references to previous issues of Black Sales Journal, as I want to keep this as concise as possible, yet capitalize on the wealth of information that has been published to date.

Deep Enduring Relationships

There is no area more important in the long run than knowing how to ‘master the relationship’.  It does not matter what your level of intelligence is if you cannot decipher how to ‘work’ your personal relationships to your advantage, and your customers benefit, you will not have maximum effectiveness.

There is an ‘art to the relationship’ that is undeniable.  It cannot be substituted by process, intelligence, or hard work.  You see, the ‘art of the relationship’ is not an inherited trait.  It is something that you hone with every interface.  It can be aided by having a gregarious and engaging personality.

The successful Black sales professional has the ability to form deep and enduring customer relationships (Black Sales Journal 1/13, Deep and Enduring Customer Relationships and Black Sales Journal 1/20, Deep and Enduring Customer Relationships II).  This individual works with the assurance that existing relationships are strong enough to receive ‘preference’ as compared to ‘wanna-be’ sales professionals look to unseat him or her.  In other words, the customer prefers to do business with someone like this professional, and that preference ‘spoils’ the customer.  This is a powerful preference that is enduring, and anchors the relationship.  We all want to work with someone that provides value, and is concerned about our business, and produces results for us.

This ‘preference’ exists not only because of the solid personal and business connection that exists, but also because the professional is effective in providing the customer something of value.  Always strive to always be effective and always show value.

Undying Professionalism

Being effective is a good start, yet by itself it is not enough.  The consummate professional is more than just effective; he or she does those things that exude success.  We talked about this in Black Sales Journal 3/7, Be the Consummate Professional. This individual is:

• Punctual
• Empathetic
• Attentive
• Knowledgeable
• Organized
• Responsive
• Visionary

Most of these are self explanatory, yet I want to spend a minute on a couple of them:

Responsiveness is ever important.  As stated in Black Sales Journal, Responsiveness – the Objective of the Sales Professional 6/16/2011, responsiveness is in the eyes of the customer.  It is defined by the customers expectations, and includes such important items as:

• Answers the phone and returns calls promptly
• Keeps commitments
• Provides answers to inquiries and questions as soon as possible
• Stays in touch – communicates
• Provides requested information promptly

Knowledge will always set you apart.  This knowledge could get you labeled an expert.  This ‘designation’ comes from those people and businesses that have benefited from your knowledge, and make the claim in your behalf.  See a most interesting set of articles in Black Sales Journal 12/20, Your Customer Needs an Expert and Black Sales Journal 6/27, More on Being an Expert – An Edge for the Black Sales Professional.  Expert power is attractive to a customer.

Empathy provides a connection and a serum that convinces the customer you are real.  If you have no empathy for the customer, then why are you calling on them?  How are you going to solve their problem if you don’t have that connection?  Put yourself in you customer’s shoes.  Live their problems and your solutions will come about easier.  Always keep in mind that a customer can tell when you have no empathy as easily as you can tell when a love interest of yours is not interested.

Now for the point that pulls this together:  If you condition yourself to be accomplished at all of these different items, you will havecredibility. Enormous credibility is the product of having deep enduring relationships and being a consummate sales professional.

More to Come….

Armed with what is above you would think that success would be much more probable.  You probably are correct, although what are missing are the activities, habits, and processes that make the person formidable even if some of the personality issues are missing.

We will cover them in the next two information-filled posts.  These are powerful for the Black sales professional.  These items are hard to put together, and even more difficult to master, yet when you do, you have an enormous amount of power and potential.

Next up:  Black Sales Journal 6/10– The Ultimate Sales Professional Pt. II –The Black Sales Professional in Action

We hope you will read it.  If you have comment, write me at Michael.Parker@BlackSalesJournal.com.

I was once in a meeting in Sanibel, Florida that was done in a spacious area styled meeting facility with two large screens integrated on two separate sides of the room.  Some of the numerous profit center managers were presenting their plan for the upcoming year.  It was not exciting but was informative.  The meeting was prestigious as it was based on the having some of the most influential people in certain strategic business units together to review strategies.

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It became obvious that many individuals in the room, all respectively high in their organizations, began checking their “crackberries” to find out what was happening back home.

The President and Chief Operating Officer then grabbed his personal microphone asked for everyone’s attention and said, “I have made arrangements with my assistant so that anyone who cannot turn off their Blackberry and give full attention to the presenters should go over to the help desk and get a ticket back home.”  He was serious, and I think everyone got the hint.

Creatures of Habit

This one may sound simple, yet in this day and age it is a little more complicated.  Let’s face the fact that this small item is something that you cannot do without in your daily life.  You have integrated your calendar, your contact lists, your pictures and videos, as well as your ‘to do’ list.  You check it every 5 to10 minutes or less to make sure that you are up to date, and…. Well you get the message here.

The problem with something that might be novel that you find indispensible is that others, including customers might find it a grand distraction, and even a turn-off.  A distraction to the extent that it could cost you a sale or even a relationship.

This short post will cover some of the things you might want t think about when it comes to your electronics, and the all-important interface with your customer.

Watch carefully:  When senior executives and the most important managers cut off their devices and put them away, most (but not all) people notice and do the same.  That is why we call them leaders.

The Problem With Gadgets

Gadgets, and particularly electronics, have a place.  I just suggest that it is not on a prospect or quote presentation call.

Some organizations provide presentation material on Ipads.  I don’t necessarily think it is the best idea, as I have had presentations made to me with that device, but the device serves as storage and the actual output device (the screen).

Gadgets are not only a distraction; they can make you appear rude and insensitive.  There is nothing about them that screams “customer focus”.

• Alarms and tones which interrupt, startle, and distract customers and clients
• They are not totally reliable when you need it
• They are battery operated, increasing the unreliability.
• Smart phones, PDAs, tablets, and laptops can create customer jealousy.  Many customers personal and business budget constraints keep them from having some expensive items.

Productivity Suffers Too!

Productivity woes as a result of smart devices happen whether you are talking about customers or sales professionals.  There is no clear measure for it, but it does happen.

Anytime appointments are missed, contact information lost, and files misplaced, there are hits against productivity.

In meetings, more frequent breaks have to be taken for people to access their phones, Blackberries, and even office devices.  In this day and age, questions can’t wait, answers can’t be delayed, and everything happens at the speed of light.  People are pressed to answer because answers and responses are expected.

Driving Danger

One of the other problems with these electronic devices is that once people believe that they have to provide ‘instant’ responses because it is expected, the real problem can happen.  The real problem is employees checking devices while they are driving.  As everyone knows, this is illegal in most states.

If you listen on any topic, let it be this one.  If you get a ticket for texting while driving, or using a cell phone without a hands-free device when it is illegal, there are organizations that may not hire you if you are in outside sales.  That is whether you have a company car or not because of the exposure that an employer has for gross negligence. Gross negligence is a blatant violation of a legal duty with respect to the rights of others.  It warrants large jury awards when it is proven.

Do the Right Thing

As a sales professional ‘do the right thing’ regarding your electronics.  Turn off ringers, and even vibrate modes while with customers.  There should be no distractions.  Use devices in the sales process only when it makes sense, and when your company requires it.

Whether with a customer, your boss, your coworker, or anyone else, your objective is to give them your attention.  Your electronics can wait!

Avoid violations while driving that can affect your record on a near-permanent basis.  Impress your buyer with your knowledge and skills, and remember that neither relationships nor sales are made with electronic devices.  They should just make life easier for you.

Your comments are appreciated