November 21st, 2009 admin
Quote of the Day
“By failing to prepare you are preparing to fail.” – Benjamin Franklin
Thought of the Day
I was in the middle of a meeting yesterday when my cell phone rang. I do not typically answer any calls during a meeting but I informed my client I was expecting a call. That said, it was not my call but a cold caller! The typical mundane salutation immediately perturbed me, “Hey are you”? I retorted with the issue my number was private she should not have access. She replied, “I got it from a list.
This is the reason why cold calling gets its knocks. It is the reason why selling professionals gain the stereotype. It is also the reason why many individuals are having issues opening doors. Einstein once stated, “Insanity is doing the same things repeatedly and expecting a new result.” Why follow the rules of the foolish when you can no results. Cold calling when done incorrectly only leads to a fools method of rejection.
Best Practice
Cold calling is still a method of obtaining new business if done appropriately, strategically and professionally. Here are some tips:
- Prepare for every call before you pick up the telephone. Research the company, the person and identify the possible objectives the client might desire.
- Prepare a list of questions for each call. Know what you are prepared to say before you say it.
- Do less talking and more questioning. More information is gained when the prospect does the speaking.
- Make notes and paraphrase when issues arise so they are understood.
- Listen for objections to address additional questions.
- Open the call with potential issues for the client not tiresome lines.
- Realize you are not selling product, merely building a relationship.
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for cold calling email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer service, lead generation, leadership development, marketing, negotiating techniques, negotiation, networking, relationships, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales techniques, sales tips, sales trends, selling skills, selling techniques | No Comments »
November 19th, 2009 admin
It is the age of information and knowledge, but it is ironic how lazy many have become. Each day I am amazed over the emails, newsgroups and other electronic media requesting innovative methods to sell. Folks if you or others like you are not making your numbers and seek answers to your selling woes look within! If you seek The Secret, here it is… there isn’t any. There are four issues prevalent in today’s society:
- Selling is a relationship business. And, your relationships should be with buyers not gatekeepers. I suggest a quick review of your address book and CRM system. As they say in the database world; garbage in, garbage out. Further look around you and determine whom you speak with and whom you network. Filter your network to only include those that can make a purchase decision.
- Selling requires a process. If you have never been taught how to sell and your organization does not provide training- invest! There is nothing more sickening then the person that wanders in the woods without breadcrumbs. The process of selling is similar to a GPS system; it guides you toward your markets, your buyers and your eventual contracts. Research shows that failure to have a solid process negatively impacts your closure rates. I am amazed and those that desire results but refuse to invest in expertise. Do you join a gym yet never exercise?
- If you build it they will not come. I tire of stupid organizations that believe their product and service sells itself. Recently a young man approached me about coaching and he requested reimbursement from his structural engineering company. The President stated, there is no need to invest in training since engineers do not need to know how to sell. This pomposity ruins organizations and profits because they will not or ever will invest in their greatest asset- sales. If you work for such an organization or your present manager shares such beliefs- leave. Trust me the business will not be around long.
- So many even those reading this post feel victimized by customers, competition, the recession, etc. These are excuses not solutions. Stop hiding behind rocks, rugs and rooms and begin to invest in things that help you become innovative. While there is much uncertainty during a recession, there are assurances. 1) Growth and innovation spark during recessionary times. 2) Those that move are not captivated by fear. 3) Those that go against the tide thrive. Start learning, growing and educating not getting stuck in the malaise of Internet promises. Create your own original opportunities. By gosh do something!
There are 12 techniques you can use daily to assist you sales efforts. If you seek a quick 12 step tip sheet for selling efficiency email me today. And ask about our Free 30 Minutes “Sales Acceleration Coaching Clinic”.
©2009. Drew J. Stevens Ph. D. All rights reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Selling and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To gain a free 30 Minute Coaching Session or to request Secrets of Ultimate Business Success contact Dr. Drew today get the proper prescription for your success.
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Drew Stevens PhD, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, customer retention, exceeding customer expectations, lead generation, leadership development, pipeline management, practice management, price objections, prospecting, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | No Comments »
November 12th, 2009 admin
If you’ve been struggling to
close enough sales and you’d like
a major breakthrough, then I’d like
to invite you to take advantage
of a special, “Split Second Selling” personal, 1-on-1 coaching
session where we will work
together to…
=> Create a crystal clear vision
for the sales success you desire
(we’ll set targets for prospecting
activities, and ‘close ratios’ that
will give you the lifestyle you
desire)
=> Uncover hidden challenges
that may be sabotaging your
sales success (we’ll pinpoint
specific areas that cause
breakdowns in the sales
process so you can make
immediate changes)
=> Leave this session renewed,
re-energized, and inspired to
break your personal sales
records and enjoy a great
income.
If you’d like to take advantage
of this very special, very limited,
and totally FREE 30 minute
“Split Second Selling” coaching
session, click reply and answer
the questions below…
1. How long have you had your
current sales position?
2. What kind of product/service do
you sell?
3. What are your sales commission
goals for the next 12 months?
4. What were your sales commissions
from the last 12 months? (ballpark)
5. What do you see as the major
challenges holding you back from
selling as much as you want?
6. On a scale of 0-10, how important
is it for you to overcome your
challenges and achieve your sales
and lifestyle goals today?
7. Full Name
8. Email Address
9. Phone #
10. Time Zone
Check off the areas you’d like to work on…
__ Finding a Great Prospect List
__ Prospecting
__ Assessing Needs
__ Presenting Your Offer
__ Overcoming Objections
__ Closing the Sale
__ Getting Referrals & Up-Selling
__ Other
Since we’re making this offer
for the first time right now and
we don’t know how intense the
response will be, we can’t
guarantee a coaching session
for everyone.
We’ll take as many people
as we can and then start a
waiting list. You can expect to
get contacted by our team to
schedule your session within
the next 3 business days.
If you don’t hear from us,
it means we’ve received more
requests than we can handle
right now and if something opens
up we’ll get in touch with you
at a later time.
Again, to take advantage
of this offer, simply email me
and answer the questions
listed above.
Warmest Regards,
Dr. Drew
PS: The sooner you send us your
answers, the more likely you are to
get a session. Click reply now.
Posted in Customer Relationship Management, Dr. Drew, Dr. Drew Stevens, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer retention, customer service, exceeding customer expectations, lead generation, negotiating techniques, networking, prospecting, qualifying, relationships, sales and marketing, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | No Comments »
February 21st, 2009 admin
Television is boring and I do not watch much of it but I was viewing the news the other day when a commercial appeared for a dietary product. A celebrity spokesperson was pitching a product and stated there are 10 vital reasons why consumers should purchase. For the remaining 26 seconds she discussed 10 benefits to her, who cares! Viewing in disbelief I thought of the selling profession and the relevance of a great play.
For those of you that every watched the play or movie “Phantom of the Opera” there is a beautiful scene when Christine Daae looks in the mirror located in her dressing room and is introduced to the Phantom. During this scene the Phantom sings the words, “Look at your face in the mirror I am there inside…” Christine sees the Phantom- not herself. The metaphor between the Phantom and the ridiculous commercial is this, how often do selling professionals make presentations where focus is on the sales person. Who cares?
There is only one item that a selling professional must focus-the customer. One does not do so by allowing focus on them. Too many professionals spend too much time worried about their compensation, and their territory, they lose focus on the most important asset- the client. It is disheartening that professionals have become egocentric. Selling professionals must direct conversation to the client. Sales professionals can create better music with few alterations.
Preparation
One of the most daunting items I experience when coaching sales managers are the numbers of selling professionals unfit to speak to clients. Some, not all, have little knowledge of the client, the industry, the competition and the issues. Selling professionals simply cannot engage in meaningful value driven dialogue if there is no understanding of the client’s issues. It is imperative to read the press, conduct some research, view the website, anything possible to better understand whom you are speaking with.
Stop Feature Selling
Prospective customers are only concerned about what the product or service will do for them. Focus on value not on features. No one buys features.
Emotion makes the sale
Customers make a purchase because of the emotion evoked with the use of the product. Marketers are masters at creating sensory awareness and this is a useful tool for selling professionals. Consumers never make rational decisions. In fact logic makes people think, however if you want them to purchase then you want them to act. Enlighten emotion by engaging the five senses with benefits and value.
Conversation
The best selling professionals understand how to engage in conversation. Yet all questions and comments focus on the value to the prospective client. Good selling professionals provoke questions that engage the customers pride, passion, purpose and painlessness. In fact, the better the questions the more engaged the customer creating more listening for the selling professional.
Focus
Some selling professionals are anxious to make a sale. In doing so, they are focused on the future and not the present. Professionals must avoid distractions such as cellular phones, email etc and live in the moment to maintain energy, direction and speed on the client issues.
Stop Closing
Too many selling professionals spend more time attempting to close business rather than create relationships. People buy from those they know and those they trust. Closing techniques only annoy and frustrate, if you want business, make friends first.
The best plays like Phantom harmonize perfectly because of the outward focus of both actors and musicians. All the comprehensive pieces perform melodically to engage and entertain the participant. Selling requires a similar methodology. The core of selling harmoniously requires professionals to be outwardly focused and intently maintaining the moment. Orchestrate your next appointment with proper questions, enough homework and the desire to create relationships.
©2009. Drew J. Stevens Ph.D. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, Leadership, Referrals, Sales Training, account management, asking questions, business development, closing techniques, cold calling, communication, customer loyalty, customer relationships, exceeding customer expectations, lead generation, leadership development, marketing, marketing techniques, negotiating techniques, negotiation, networking, pipeline management, presentation skills, price objections, prospecting, qualifying, recession, recruiting, relationships, sales and marketing, sales as a career, sales coaching, sales effectiveness, sales help, sales management, sales manager, sales process, sales prospect, sales resources, sales skills, sales strategy, sales techniques, sales tips, sales trends, selling skills, selling techniques, selling tips, selling to c-level, tip of the week | No Comments »
January 15th, 2009 admin
Get to know your Customers Day
Whether you are an entrepreneur or selling professional the biggest asset to your business is your customer. As Peter Drucker once said the only purpose of any business existence is the customer.
Although January 15 is “Get to Know Your Customer Day”, this must be proclaimed each day. Lights do not function, cash registers do not open and phones do not ring without a customer. Here are some tips to illustrate customer appreciation:
1. Send a thank you note to every client past and present. Do not attempt to sell them anything, simply thank them for the business.
2. The use of CRM, (Customer Relationship Management) tools are common. Ensure success by including key dates such as anniversaries and birthdays. One of the greatest examples of CRM is Southwest Airlines. Every year they send a personal thank you card to their customers.
3. Provide a special sales promotion. Retailers constantly provide sales promotions but what have you done for your customers. They are the ones that truly keep you in business.
4. Depending on the size of your operation call your clients if they have not visited. A call from you just might prompt a surprise visit.
5. I mentioned the use of CRM, use paper or computer tools to recall family, pet names, spouses and significant others. Customers will think you have the memory of an elephant but they will admire the attention.
6. To help acquaintances offer your customers something free. They will appreciate the additional attention and good will.
7. Get your employees and freelancers involved. Customer appreciation and knowledge is a cultural shift. The more prevalent the culture of customer service the better the productivity, the better the morale and the better the patronage.
Today’s tight competitive market creates a dire need for customer service. With numerous competitors and a myriad of distractions, customers believe there is ubiquity and they obtain similar services from any vendor. The key to competitive differentiation is customer service. Appreciation from your greatest asset takes no time, little investment and pays a huge return.
©2009. Drew Stevens. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, customer loyalty, customer relationships, customer retention, customer service, sales help, sales skills, sales strategy, sales techniques, selling skills, selling techniques, selling tips | No Comments »
December 16th, 2008 admin
Customer service training is almost always undertaken to address some problem or achieve some goal that has been eluding a business. The problem is that most businesses wait too long to do it, contends Drew Stevens, a St. Louis-based consultant who specializes in helping businesses acquire and retain customers. He estimates that almost 90 percent of clients he has worked with fall into that category.
Read more…
Posted in Customer Relationship Management, Sales Training, customer loyalty, customer retention, customer service, sales help, sales skills, sales techniques | No Comments »
November 6th, 2008 admin
Do not believe the rumors. Selling is not difficult now. People are attending sporting events, they are eating out, and they are buying beer! Now is not the time to avoid pressure but to increase it for your competition. While others fold, you must build. Listen to Drew Stevens Coach you through the malestrom and get you into competitive grear! This podcast promises to get you to Make it Happen!
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Posted in Sales Training, account management, business development, customer loyalty, customer service, marketing, sales help, sales skills, sales techniques | 2 Comments »
October 27th, 2008 admin
After a recent teleseminar, a participant requested information about motivating his fitness trainers. Apparently, when members arrived, his trainers offered little appreciation. Members felt more of an intrusion then an asset.
I encouraged the owner to develop his staff. If your gymnasium as similar issues here are four methods of assistance.
1. Hiring is a key success factor. It is imperative to hire the best people for particular positions even if you pay them more. Do not sacrifice on this issue. Personnel are the linchpin between members and utility bills. Review your staff and ensure you have the proper people in proper positions.
2. Customer Focus. Peter Drucker’s famous quote, “A business exists for one reason- the customer” is paramount to the fitness business. If the mission and vision is to alter the lives of others, it is not rocket science to lose focus. However, many gyms do. All personnel must maintain focus on the client with eye contact, relationships, telephone inquiries, etc. Anything and everything the fitness center does must revolve around the customer.
3. Customer Loyalty. Develop your staff; ensure they understand the importance of proper customer service. Provide foundational customer service skills such as smiling, telephone replies, relationships with clients, service to clients, focus group, etc. Ensure your staff knows that failure to conform to customer service can result in member loss and fitness center closure.
4. Reward Programs. Reward those that set and establish best practices. Employees love recognition. Let them know you appreciate customer service efforts. Perhaps the best performers will encourage others to do so.
2008. Drew J. Stevens. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, customer loyalty, customer retention, customer service | No Comments »
October 9th, 2008 admin
Peter Drucker once stated that the purpose of every American business is one thing – creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but do not complain, and 6 of 24 non complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction.
I remember the greatest words I ever heard when seeking to repair my computer after a 3 hour conversation, the representative getting tired stated, “You are a customer, and I will get this repaired for you no matter what”. When you supply grand slam customer service, your business costs are lower and your success greater.
Great Service Requires Great Solutions
After doing some research, I have discovered that the key to grand slam customer service is practicing it. Just like an athlete practices for an event, or the musician practices for a concert, the service provider must practice. Here is my seven-step protocol to enhance your service delivery.
PRACTICE ™ Customer Service
• Positive First Impression – you must be genuinely interested in assisting others. passion and empathy separates the athletes from the spectators.
• Rapport – 98% of every interaction involves trust and respect. Ensure you establish rapport with every client.
• Assess the Issue – Asking provocative questions is the only way to get to the heart and soul of every issue.
• Communication – The best communicators listen first and speak second. Athletes know when to ask and when to tell.
• Time Management – Customer Service representatives are trained to expeditiously respond to issues but can you do this qualitatively too?
• Interest – Gaining interest requires an understanding of the multi generational and cultural issues that assist in building rapport and becoming genuinely being interested in others, a famous Dale Carnegie and biblical trait.
• Closing on a Positive Note – Always close your calls on the positive side seeking to address any open issues and questions.
• Evaluation – Customer service requires conviction and passion to aid others. Once complete with your calls ensure you also evaluate to carry these themes from call to call.
No Clients are the same
You must adjust this process to fit your business and strategy. Ensure success by evaluating your clients, and your staff to closely align the staff with compelling client needs. Document your successes and discuss these with your team, so that your game plans adjust as new needs arise.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, customer loyalty, customer retention, customer service | 1 Comment »
October 4th, 2008 admin
Let us face it clients can be frustrating. Clients are demanding, clients are wasteful and clients desire more from you than you give. With economic turmoil many companies, solo practitioners, and even medical practices focus on one thing- new clients.
The cost of producing business today is too high. The proliferation of both the Internet and globalization cast a pall over profits. Conducting business today is more expensive, more demanding and requires more innovation. Focusing on new acquisition is vital to success, but so too is profit margin. Most businesses fail in this endeavor, focusing on internal costs such as employees. Perhaps it is time to review client margins. Simply put if clients are an expense and your business is not making profit, terminate them. Businesses terminate employees if unproductive, why not clients?
There are some guidelines to follow:
1. What does the data show. One of the miscalculation in business is a failure to review the data. Sales and service representatives aggregate information daily into expensive databases yet few review it. Ensure success by understanding your profit per client to denote necessary moves.
2. Relationships. Are the relations with clients strong or arm’s length? There is a fear that divorcing clients creates panacea amongst the core. If current relationships are as thick as a piece of balsa wood, then there are more issues beyond margins.
3. Take a Stand. Explain to the client that the cost of doing business is not longer profitable and requires an assessment of the relationship. If a client continually calls your service area and sways attention from other clients, it is time to fold in the towel. A major multi-level marketing firm needed to conduct such measures when a major independent constantly called suggesting incorrect and damaged shipments. The calls, researching orders and re-shipment cost the firm seven times the original order. The firm currently uses 25,000 independent representatives, imagine the expense as issues multiple.
4. Code of Conduct. There will always exist rude clients. Consumers today seek “What is in it for Me” and desire spontaneity. Develop an Customer Ethics Policy and distribute to your clients. Similar to terms and conditions of sale, clients must be bound by acceptable principles. Your organization must disavow obnoxious, unprofessional and unethical behavior and language. It is plausible to develop a “Zero Tolerance” Policy for clients.
5. Laws Under Review. The customer is not always right. We live in a country that prides itself on innocence. Maintain proper documentation. Use this documentation to prove validity. Our electronic world provides tremendous implicit backup, maintain these records, you do not know when you might need them. Good record keeping just might reverse the customer is always right proverb.
Business operations require innovative and cost productive ideas. Every business must be in business to create customers but when they cost more to maintain, they are nor worthy keeping. Review your margins, reduce expenses and stress, create resolve and if prudent fire your customers.
© 2008 Drew J. Stevens Ph.d. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, customer loyalty, customer retention, customer service | No Comments »
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