"An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success." - Stephen Covey
● Better sales performance
● Better team commitment
● Better customer communications
● Better bottom line results
A Checklist for bringing it all together!
Manager's 2010 Checklist
√ Emphasize accountabilty—establish accountability guidelines and/or diligently enforce the ones you already have in place. Individuals/teams should always be held in check for meeting job responsibilities and performance standards.
√ Stop making excuses and start reaching out and ‘touching’ your customers more often--via regularly scheduled customer campaigns, phone blitzes, marketing promos, surveys, web conferences,
in-house invites, email broadcasts, etc.
√ Listen to your customers and listen intently—learn from and proactively respond to their feedback and concerns. Go above and beyond to deliver what they ask for—-not what you think they need!
√ Follow up and follow through. Follow up and follow through (worth repeating!) No customer, prospect, or lead should be left unattended, untouched or unassigned...period!
√ Never compromise on: (a) Product or service quality; (b) Sales training and skills building (c) Ways to better serve your customers.
√ Meet with your Reps/team often for the purpose of lending support and channeling success. Do not allow meetings to become a forum for incessant complaining and negativity. Everyone should take a personal stake in responding to each goal, challenge and opportunity with a 'can do' attitude.
√ Rid yourself of dead weight—unproductive, complacent and substandard performers. If all training/coaching/disciplinary efforts have failed; if other team members are being adversely impacted; if productivity is minimal to non-existence; if there has been little performance improvement for a 6-8 month period—then you are committing a tremendous disservice to your sales effort. Time to cut your losses and move on!
√ Stop watering dead plants! Perform a database/pipeline ‘detox’ by purging aged (5+years) customer/prospect records—this includes customers who have ceased doing business with you; duplicate files; and prospects who have consistently avoided making a commitment. There’s a 99.9% chance that they will never buy from you. Place your focus instead on cultivating prospects/customers who will grow your business...refer your business...and remain loyal to your business.
Study these Checklist recommendations and keep them on your strategic radar--making sure you are on track for your most excellent and productive sales/telemarketing year.
May the months ahead bring rewards of economic health, sales growth and professional success.
May this new year afford greater opportunities and prosperity for you, your team and your business.
Happy New Year one and all!
Thursday, December 31, 2009
Monday, December 28, 2009
Know Your Potatoes: A Sales Fable
“Everyone lives by selling something” -Robert Louis Stevenson
This little nugget of sales wisdom made its way to my desk a few years ago.
Although the author is unknown, the message is golden and one that I abide by.
It serves to remind everyone who sells, regardless of industry or audience, the importance of communicating 'value'.
I hope you will enjoy it as much as I have—feel free to share and pass along to team members and others...
Know Your Potatoes!
Two farm wagons stood in the public market, both loaded with potatoes.
A housewife stopped beside the first wagon asked, “How much are your potatoes today?”
“Dollar and a quarter”, replied the farmer.
“I only paid a dollar last time, the woman protested.
“Taters have gone up”, grunted the farmer and turned aside.
At the next wagon, the housewife asked the same question, but Ma McGuire knew her potatoes. “These are especially fine white potatoes”, she said. “We grow only the kind with small eyes so there will be no waste in peeling. Then we sort ‘em by size. In each bag you’ll find a large size for boiling and cutting up. And a smaller size for baking. The baking size cooks quickly and uniformly.”
“These potatoes are clean too”, she continued. “You could put them in the parlor without soiling your carpet—you don’t pay for a lot of dirt. They’re a buy at $1.65. Shall I have them put in your car?”
The woman who thought that the first farmer’s potatoes were too high bought from Ma McGuire at a higher price.
All of which proves that it is much more important to establish value than to quote a price.
As corny as it may sound...it always pays to know your potatoes!
This little nugget of sales wisdom made its way to my desk a few years ago.
Although the author is unknown, the message is golden and one that I abide by.
It serves to remind everyone who sells, regardless of industry or audience, the importance of communicating 'value'.
I hope you will enjoy it as much as I have—feel free to share and pass along to team members and others...
Know Your Potatoes!
Two farm wagons stood in the public market, both loaded with potatoes.
A housewife stopped beside the first wagon asked, “How much are your potatoes today?”
“Dollar and a quarter”, replied the farmer.
“I only paid a dollar last time, the woman protested.
“Taters have gone up”, grunted the farmer and turned aside.
At the next wagon, the housewife asked the same question, but Ma McGuire knew her potatoes. “These are especially fine white potatoes”, she said. “We grow only the kind with small eyes so there will be no waste in peeling. Then we sort ‘em by size. In each bag you’ll find a large size for boiling and cutting up. And a smaller size for baking. The baking size cooks quickly and uniformly.”
“These potatoes are clean too”, she continued. “You could put them in the parlor without soiling your carpet—you don’t pay for a lot of dirt. They’re a buy at $1.65. Shall I have them put in your car?”
The woman who thought that the first farmer’s potatoes were too high bought from Ma McGuire at a higher price.
All of which proves that it is much more important to establish value than to quote a price.
As corny as it may sound...it always pays to know your potatoes!
Sunday, December 27, 2009
Great Product...But Can You Do Something About Your Price?
"The point to remember about selling things is that, as well as creating atmosphere and excitement around your products, you've got to know what you're selling." -Stuart Wilde
Do you remember when you lost a deal because of price?
Or how about handling the price objection by getting defensive?
“Dan, our product is top of the line …it’s the Rolls Royce of the industry, which is why we charge higher prices!” [Statement #1]
Statement #1 may have merit, but on its face, it does little to impress or persuade your prospect Dan.
What if you flipped the script and said this instead:
“Dan, you are absolutely right, we charge slightly more for our products because we realize that presenting you with a business solution that will increase your ROI and customer satisfaction long term, is an investment that will pay for itself many times over and give you the results you’re looking for.” [Statement #2]
When value is properly established…price suddenly becomes a non-issue—as Statement #2 demonstrates.
There is no reason why ‘price’ should stand in the way of your customer’s decision or your sale—when you lead with “value" and end on the same note!
If you would like assistance communicating product/service value or helping your team do so, contact me at: phyllis.sales.solutions@gmail.com
Do you remember when you lost a deal because of price?
Or how about handling the price objection by getting defensive?
“Dan, our product is top of the line …it’s the Rolls Royce of the industry, which is why we charge higher prices!” [Statement #1]
Statement #1 may have merit, but on its face, it does little to impress or persuade your prospect Dan.
What if you flipped the script and said this instead:
“Dan, you are absolutely right, we charge slightly more for our products because we realize that presenting you with a business solution that will increase your ROI and customer satisfaction long term, is an investment that will pay for itself many times over and give you the results you’re looking for.” [Statement #2]
When value is properly established…price suddenly becomes a non-issue—as Statement #2 demonstrates.
There is no reason why ‘price’ should stand in the way of your customer’s decision or your sale—when you lead with “value" and end on the same note!
If you would like assistance communicating product/service value or helping your team do so, contact me at: phyllis.sales.solutions@gmail.com
Friday, December 25, 2009
Cold Calling...The Verdict Is In
"There is a remarkable difference between a commitment of 99% and 100%" -Vic Conant
Ah 'cold calls'...a subject that can often create intense debate not to mention apprehension, even fear in the minds of sales people.
There are two schools of thought regarding cold calling:
a) It's a total waste of time
b) It's critical to all outbound calling efforts and strategies
I personally hold residency in the latter camp-after more than a decade of front line selling, coaching and training, I know the unmistakable benefits and pay offs of cold calling all too well...but that wasn't always the case.
I too, started out very gun shy about making those rather intimidating calls--of course, it was an expected part of my job duties; but my fellow Reps and I would have rather scaled Mt. Everest with blind folds on than make our share of daily cold calls.
There were so many excuses to go around...rude prospects, too busy working other deals, customer challenges, etc., etc.
It's really amusing when you think about how the very thought of cold calling can elicit so many cold feet!
All of that changed for me--I am happy to report, once I stopped fearing (the very thing that would help me hone my skills and feed my sales funnel) and began executing day in, day out.
You see, earlier in my career, I didn't want to be your average sales rep...doing just enough to get by; I wanted to become an ace...a standout. I also knew that I couldn't cut any corners en route to reaching my goal.
I knew that I needed to cover the basics--without fail or compromise.
It's Sales 101. It comes down to following the plays in
the Play Book--doing what brings results; consistent cold call planning and planning to cold call consistently!
Setting aside a prime period of your work day for the sole purpose of reaching out to communicate, educate and position value to prospects and customers...it was the most proactive part of my day...and what's more, it was never, ever a waste of time!
Need assistance with cold calling, telemarketing and/or outbound call strategy? Contact me at phonecoach@yahoo.com
Ah 'cold calls'...a subject that can often create intense debate not to mention apprehension, even fear in the minds of sales people.
There are two schools of thought regarding cold calling:
a) It's a total waste of time
b) It's critical to all outbound calling efforts and strategies
I personally hold residency in the latter camp-after more than a decade of front line selling, coaching and training, I know the unmistakable benefits and pay offs of cold calling all too well...but that wasn't always the case.
I too, started out very gun shy about making those rather intimidating calls--of course, it was an expected part of my job duties; but my fellow Reps and I would have rather scaled Mt. Everest with blind folds on than make our share of daily cold calls.
There were so many excuses to go around...rude prospects, too busy working other deals, customer challenges, etc., etc.
It's really amusing when you think about how the very thought of cold calling can elicit so many cold feet!
All of that changed for me--I am happy to report, once I stopped fearing (the very thing that would help me hone my skills and feed my sales funnel) and began executing day in, day out.
You see, earlier in my career, I didn't want to be your average sales rep...doing just enough to get by; I wanted to become an ace...a standout. I also knew that I couldn't cut any corners en route to reaching my goal.
I knew that I needed to cover the basics--without fail or compromise.
It's Sales 101. It comes down to following the plays in
the Play Book--doing what brings results; consistent cold call planning and planning to cold call consistently!
Setting aside a prime period of your work day for the sole purpose of reaching out to communicate, educate and position value to prospects and customers...it was the most proactive part of my day...and what's more, it was never, ever a waste of time!
Need assistance with cold calling, telemarketing and/or outbound call strategy? Contact me at phonecoach@yahoo.com
Thursday, December 17, 2009
Can You Say Referrals?
“In sales, a referral is the key to the door of resistance.” -Bo Bennett
Many moons and former lives ago, my Department Director assigned me the noble task of developing a customer Referral Program.
I was up for the challenge and after several days of brainstorming and strategic planning, we launched what I considered to be a well crafted referral program with a three-fold objective: (1) Get the word out (2) draw a steady number of new customers to our doors and (3) raise the bar on client interactions/relationships.
Several months into the program, it slowly began to lose steam and eventually dropped off our radar.
Unfortunately, customers were having to call about not receiving their gift cards, program tracking was non existent...and so it went.
Since that time, I have observed other well-intentioned referral programs get off to a fast start and then quickly bite the dust!
The moral of this story is: Referrals are a sure fire means for revving up new business, quality leads and customer relationships. However, even the best laid referral initiatives can lose momentum and fizzle out altogether, if not fully embraced and supported by the entire team—not just sales people...but right across the board on all management levels.
Here is a list of ideas/recommendations that will allow your referral process to get off to a strong start and stay on track:
1. Create a referral program that customers can get excited about and spell out 'what's in for them'.
2. Keep rewards/discounts simple (Ex: Best Buy gift cards, etc.) and compensate customers promptly! Customers who participate will not likely continue if they have to wait three months to receive a $20 gift card. Once credibility goes...so goes the program!
3. Make sure every team member is on board and held accountable for doing their part--set clear goals and expectations.
4. See to it that program guidelines are easy to comprehend (by staff and customers) and easy to articulate. Convoluted 'terms and conditions' are the primary reason why referral programs falter.
5. "Inspect what you expect"--make certain the program is being monitored in an efficient, systematic way, so referral numbers can be properly analyzed and measured over time.
6. Allow for an incubation period…momentum will build in stages and success will be contingent on consistency of collective effort.
7. For businesses with Finance and Marketing departments, it behooves you to build strong collaborative partnerships, so there is critical buy-in and commitment to follow through.
8. Discuss referral activity during regularly scheduled one-on-ones and management meetings; keep everyone involved, up-dated and abreast of progress, challenges, success stories, etc.
9. Depending on your sales culture, and if possible, award a cash 'incentive' for the largest number of referrals within a 30 day period for example; and subsequently incorporate it as a standard bonus pay out on a bi-monthly, quarterly, or whatever time frame you deem appropriate.
10. For solo entrepreneurs/small business owners--if you are not collecting referrals to drive growth...start now! Also, take creative steps and leverage your database to reach out to former clients; you'll be surprised at how willing they are to participate.
Asking for referrals should be a natural part of your sales process...so by all means ask!
Let me hear from you...I welcome your comments.
Many moons and former lives ago, my Department Director assigned me the noble task of developing a customer Referral Program.
I was up for the challenge and after several days of brainstorming and strategic planning, we launched what I considered to be a well crafted referral program with a three-fold objective: (1) Get the word out (2) draw a steady number of new customers to our doors and (3) raise the bar on client interactions/relationships.
Several months into the program, it slowly began to lose steam and eventually dropped off our radar.
Unfortunately, customers were having to call about not receiving their gift cards, program tracking was non existent...and so it went.
Since that time, I have observed other well-intentioned referral programs get off to a fast start and then quickly bite the dust!
The moral of this story is: Referrals are a sure fire means for revving up new business, quality leads and customer relationships. However, even the best laid referral initiatives can lose momentum and fizzle out altogether, if not fully embraced and supported by the entire team—not just sales people...but right across the board on all management levels.
Here is a list of ideas/recommendations that will allow your referral process to get off to a strong start and stay on track:
1. Create a referral program that customers can get excited about and spell out 'what's in for them'.
2. Keep rewards/discounts simple (Ex: Best Buy gift cards, etc.) and compensate customers promptly! Customers who participate will not likely continue if they have to wait three months to receive a $20 gift card. Once credibility goes...so goes the program!
3. Make sure every team member is on board and held accountable for doing their part--set clear goals and expectations.
4. See to it that program guidelines are easy to comprehend (by staff and customers) and easy to articulate. Convoluted 'terms and conditions' are the primary reason why referral programs falter.
5. "Inspect what you expect"--make certain the program is being monitored in an efficient, systematic way, so referral numbers can be properly analyzed and measured over time.
6. Allow for an incubation period…momentum will build in stages and success will be contingent on consistency of collective effort.
7. For businesses with Finance and Marketing departments, it behooves you to build strong collaborative partnerships, so there is critical buy-in and commitment to follow through.
8. Discuss referral activity during regularly scheduled one-on-ones and management meetings; keep everyone involved, up-dated and abreast of progress, challenges, success stories, etc.
9. Depending on your sales culture, and if possible, award a cash 'incentive' for the largest number of referrals within a 30 day period for example; and subsequently incorporate it as a standard bonus pay out on a bi-monthly, quarterly, or whatever time frame you deem appropriate.
10. For solo entrepreneurs/small business owners--if you are not collecting referrals to drive growth...start now! Also, take creative steps and leverage your database to reach out to former clients; you'll be surprised at how willing they are to participate.
Asking for referrals should be a natural part of your sales process...so by all means ask!
Let me hear from you...I welcome your comments.
Tuesday, December 15, 2009
Every Lead Counts!
"Sales are contingent upon the attitude of the salesman - not the attitude of the prospect.” -W. Clement Stone
Businesses, regardless of their size or market status, depend heavily on leads to propel growth and profits.
Think about how you go about generating leads for your business.
What types of marketing methods are you utilizing to attract new leads and how well are they working for you?
How proficiently are you managing those leads?
Do you treat all leads equally?
What are you doing differently from a year ago to increase prospect conversions?
Do you use telemarketing/telesales as a collaborative marketing tool to pursue and keep prospect/client leads at the forefront of your sales plan?
These stop-and-think questions are designed to help you focus on the key areas that support and enable productive sales strategy, focused marketing and meticulous lead management.
Here are a few sobering stats to consider:
1. Only 10% of leads are followed up on correctly— 90% of sales (i.e. prospect) leads are not followed up in a timely way; or are not treated seriously; or are even ignored.*
2. Only 13% of leads are time-wasters— 87% of sales leads result in a sale for one company or another, even if it does take up to two years! To put it another way, almost 9 out of every 10 inquiries will eventually result in an order.*
3. A very low 22% of all businesses have a lead nurturing program; very few businesses reallize the importance of these statistics, and the result is that 67% of all opportunities are mostly neglected.*
That's a staggering number of opportunities being neglected and ignored!
Taking your business from the brick and mortar stage to laying a solid foundation for consistent revenue performance requires aggressive lead follow up; understanding the powerful earning potential of each lead and establishing a fool proof process for timely follow through and cultivation— will typically result in higher lead conversions and drive new customer acquisitions.
Remember, 'leads' fuel business... and business succeeds at the level of our commitment!
*(Source: Aberdeen Group; Gartner Group; B2B Magazine; Chilton; Reed Elsevier; Cahners)
Businesses, regardless of their size or market status, depend heavily on leads to propel growth and profits.
Think about how you go about generating leads for your business.
What types of marketing methods are you utilizing to attract new leads and how well are they working for you?
How proficiently are you managing those leads?
Do you treat all leads equally?
What are you doing differently from a year ago to increase prospect conversions?
Do you use telemarketing/telesales as a collaborative marketing tool to pursue and keep prospect/client leads at the forefront of your sales plan?
These stop-and-think questions are designed to help you focus on the key areas that support and enable productive sales strategy, focused marketing and meticulous lead management.
Here are a few sobering stats to consider:
1. Only 10% of leads are followed up on correctly— 90% of sales (i.e. prospect) leads are not followed up in a timely way; or are not treated seriously; or are even ignored.*
2. Only 13% of leads are time-wasters— 87% of sales leads result in a sale for one company or another, even if it does take up to two years! To put it another way, almost 9 out of every 10 inquiries will eventually result in an order.*
3. A very low 22% of all businesses have a lead nurturing program; very few businesses reallize the importance of these statistics, and the result is that 67% of all opportunities are mostly neglected.*
That's a staggering number of opportunities being neglected and ignored!
Taking your business from the brick and mortar stage to laying a solid foundation for consistent revenue performance requires aggressive lead follow up; understanding the powerful earning potential of each lead and establishing a fool proof process for timely follow through and cultivation— will typically result in higher lead conversions and drive new customer acquisitions.
Remember, 'leads' fuel business... and business succeeds at the level of our commitment!
*(Source: Aberdeen Group; Gartner Group; B2B Magazine; Chilton; Reed Elsevier; Cahners)
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