Tag: Selling

Mastering the Art of Perception: Understanding Contrast Bias in Sales and Sales Management”

Contrast bias is a cognitive bias in which our perception of something is influenced by a previous experience or exposure to a contrasting stimulus. This bias can lead to an exaggerated difference in our perception of two similar things due to the direct comparison between them.

Simple Example of the Contrast Effect

In sales and sales management, contrast bias can have significant implications. For example, when a salesperson presents a high-priced product after showing a series of even more expensive options, the customer may perceive the high-priced product as a good deal in comparison, even if it is still expensive in absolute terms. Conversely, if the salesperson presents the same high-priced product after showing a series of lower-priced options, the customer may perceive it as excessively expensive, despite its actual value. This demonstrates how the perception of value is heavily influenced by the context in which it is presented.

In sales management, contrast bias can affect performance evaluations. For instance, if a sales manager evaluates a salesperson who has been consistently meeting moderate targets after observing another salesperson exceed exceptionally high targets, they may perceive the first salesperson’s performance as subpar, despite it being objectively satisfactory in a different context. This can lead to unfair assessments and demotivation among the sales team.

To mitigate contrast bias in sales, salespeople can strategically present products in a consistent context to avoid exaggerated perceptions of value. Sales managers can reduce the impact of contrast bias by evaluating each salesperson’s performance based on individual targets and industry standards rather than direct comparisons with colleagues. By understanding and addressing contrast bias, sales professionals and managers can make more objective decisions and improve overall performance.

Here are 10 questions to help identify where the contrast effect may be present in your day-to-day. The contrast bias is not inherently bad or good. However, identifying where this bias may be contributing to both positive and negative outcomes can be important to achieving the results you want.

  1. Have you ever felt that a product was a great deal only after seeing a series of more expensive options?
  2. When making purchasing decisions, do you find that your perception of a product’s value is heavily influenced by the context in which it is presented?
  3. In a sales environment, have you noticed instances where a product appeared more or less appealing due to the way it was presented in comparison to other products?
  4. When evaluating performance in a professional setting, do you tend to compare individuals directly to one another, potentially leading to unfair assessments?
  5. Have you ever observed situations where a colleague’s performance was perceived as subpar, even though it met industry standards, simply because it was compared to exceptionally high achievements?
  6. Do you find that your perception of a product’s cost or value changes depending on the sequence in which it is presented alongside other options?
  7. Have you experienced situations where a salesperson’s performance evaluation seemed influenced by the performance of their peers rather than their individual achievements?
  8. When considering different options, do you feel that your perception of each option’s qualities is influenced by the qualities of the others?
  9. In a sales context, have you observed instances where a customer’s perception of a product’s value dramatically changed after seeing alternative options?
  10. When evaluating performance or making purchasing decisions, do you consciously consider how the context or comparisons may be influencing your perception of value or achievement?

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Navigating the Price Game: Mastering the Art of Negotiation with Buyers

When it comes to negotiations, buyers often try to push for lower prices to maximize their own gains. As a seller, it’s important to be aware of the tactics buyers use and to develop effective strategies to navigate these situations. In this article, I will explore the five most common ways buyers negotiate lower prices and provide insights on how to respond as a seller. Whether you are in sales or simply interested in understanding the dynamics of negotiation, this article will equip you with valuable knowledge to achieve win-win outcomes.

A LOST (when effectively negotiated) deal is often better than a BAD deal

1. One Last Request: Appealing to the Seller’s Desire for Closure

Buyers often employ the “one last request” tactic to secure a final concession from the seller. This tactic occurs at the end of a negotiation when the buyer requests one additional change to seal the deal. The effectiveness of this tactic lies in the seller’s eagerness to close the sale and their willingness to make a final concession in exchange for the buyer’s signature.

To effectively counter this tactic, sellers should remain diligent in evaluating the value of the requested change and considering whether it aligns with their pricing and objectives. It is essential to communicate the rationale behind your decision and signal that you understand the buyer’s request without compromising the overall value proposition.

2. Flinch Test: Challenging the Seller’s Initial Price

The “Flinch Test” tactic involves buyers insisting that the seller’s price is too high and demanding a better offer. This tactic is often used regardless of the circumstances and aims to evoke a concession from the seller solely based on a price reduction.

As a seller, it is crucial to resist the temptation to immediately concede to price demands. Instead, focus on highlighting the unique value your product or service offers and the reasons behind your pricing. Demonstrate the differentiation and benefits that set your offering apart from competitors. By emphasizing the value proposition, you can shift the negotiation away from pure price discussions and towards mutually beneficial outcomes.

3. Split the Difference: Appealing to Fairness

Buyers may suggest “splitting the difference” as a negotiation technique, portraying it as a reasonable compromise. However, sellers must be cautious, as meeting in the middle may not always result in a fair outcome for both parties.

To navigate this tactic, sellers should focus on rationalizing their pricing based on the value provided. Engage in open discussions with the buyer to understand their concerns and identify alternative concessions that align with the overall value proposition. By showing a willingness to collaborate while safeguarding your pricing, you can establish a partnership based on transparency and shared benefits.

Sellers want to be seen as reasonable. They want to create a partnership. When buyers say, “Why don’t we meet in the middle?” there’s an emotional appeal of showing good faith by splitting the difference.

Mike Schultz, Rain Group

4. Anchoring: Establishing a Low Budget Threshold

The “anchoring” tactic involves buyers sharing a low budget early in the negotiation to set the stage for further bargaining at a reduced price. By presenting a low anchor, buyers aim to influence sellers to provide lower estimates and increase their chances of securing a better deal.

Sellers must be aware of anchoring effects and the cognitive bias associated with the first offer in a negotiation. It’s crucial to understand the buyer’s budget and pricing expectations while highlighting the unique value your product or service brings. By framing the conversation around the value derived from your offering, you can counteract the anchoring effect and build a foundation for discussions based on the benefits your solution provides.

5. Meeting with Your Competitor Today: Leveraging Time Pressure

Buyers often use time-pressure tactics, such as presenting an offer within a tight timeframe or hinting at engaging with a competitor. These tactics aim to create a sense of urgency and scarcity, pushing sellers to make concessions quickly.

To counter time-pressure tactics, sellers should remain composed and analyze the situation objectively. Evaluate the buyer’s timeline and ensure you have a clear understanding of the value your product or service brings to the table. Demonstrate confidence in your offering and focus on the long-term benefits rather than succumbing solely to short-term pressures. By communicating the value and emphasizing the partnership potential, you can mitigate the effects of time-pressure tactics and maintain control over the negotiation process.

The Bottom Line

Negotiations are a crucial part of the consultative sales process, and understanding the tactics buyers employ can significantly impact your ability to secure favorable outcomes. By familiarizing yourself with the five most common ways buyers negotiate lower prices and developing effective responses, you can position yourself as a strategic partner who emphasizes value creation and mutual benefits.

Remember, negotiations should always strive for win-win outcomes where both parties feel satisfied with the agreement reached. By employing strategies that focus on highlighting the value of your offering and fostering open communication

FAQs:

Q1: How can sellers effectively respond to the “One Last Request” tactic?

In response to the “One Last Thing” tactic, sellers can employ Chris Voss’s technique of labeling, introduced in his book, “Never Split the Difference: Negotiating as if Your Life Depended on It”. Labeling involves acknowledging the buyer’s request and labeling it as legitimate while reframing it to gain perspective.

For example, respond with, “I understand that this is important to you, and I can see why you’d want this. Let’s take a step back and explore how this change aligns with the overall value we’re providing.”

Q2: What strategies can sellers employ to counter the “flinch test” tactic?

In dealing with the “Flinch Test” tactic, sellers can apply Chris Voss’s technique of mirroring. Mirroring entails repeating the buyer’s words or the last few key words to encourage further elaboration and create a collaborative atmosphere. By saying, “So you’re looking for a better price?”, sellers gather more information and show a willingness to understand the buyer’s perspective. This allows for a more thoughtful response rather than immediately conceding to price demands.

Q3: Are there situations where buyers’ negotiation tactics can be beneficial for sellers?

Yes, there are instances where buyers’ negotiation tactics can be advantageous for sellers. Chris Voss explains the importance of utilizing and adopting a mindset of “tactical empathy”. Through active listening, sellers can uncover the underlying motivations and concerns driving the buyer’s negotiation tactics. By understanding these factors, sellers can adapt their approach to address the true needs of the buyer and arrive at a mutually beneficial outcome.

Q4: How can sellers effectively respond to time pressures buyers use by leveraging competitive research?

An accusation audit, a technique introduced by Chris Voss, can be a powerful tool in negotiations. Instead of shying away from potential criticisms or concerns, the accusation audit allows sellers to address them head-on.

For example:

Buyer: “I’m meeting with your competitor this afternoon, and I’m sure they can do better. Is that the best you can do?”

Seller: “It sounds like you believe our price is too high and that we may not be offering enough value for the investment. I can understand why you might think that, as there are many options on the market. However, I’d like the opportunity to highlight the unique benefits and superior quality/service we provide.”

By leading with a statement that acknowledges the buyer’s concern or accusation, the seller demonstrates empathy and shows a willingness to address potential reservations. This can lead to a more open and constructive dialogue, allowing both parties to explore ways to create value and find a mutually beneficial solution.

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đź”— Want more valuable content? Check out the library of articles for a treasure trove of sales wisdom just waiting to be discovered. From prospecting techniques to negotiation tactics, I’ve got you covered!

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Book Review đź“š Objections: The Ultimate Guide for Mastering the Art and Science of Getting Past No.

“While most salespeople cringe at the sound of objections, top performers see objections as a roadmap to close deals. They embrace objections, knowing that the path to success is paved with them.”

Jeb Blount

In Jeb Blount’s “Objections: The Ultimate Guide for Mastering the Art and Science of Getting Past No,” you’ll be taken on a journey through the challenging yet essential world of sales objections. Blount, a popular sales expert, delves into the art and science of handling objections, equipping sales professionals with the tools they need to overcome obstacles and achieve greater success.

One of the most striking aspects of this book is its emphasis on the importance of mindset and attitude in the face of objections. Blount highlights that objections are not roadblocks but rather opportunities for growth and understanding. By shifting our perspective, objections can be seen as gateways to building stronger relationships and closing more deals. This theme resonates throughout the book, reminding readers to approach objections with curiosity, empathy, and a determination to find common ground.

Blount’s writing style is conversational and accessible, making it easy for both seasoned sales professionals and newcomers to grasp the concepts presented. He combines real-life anecdotes, practical tips, and psychological insights, creating a comprehensive guide that covers a wide range of objection scenarios. From common objections like price and competition to more complex ones involving trust and credibility, Blount leaves no stone unturned.

One of the crucial takeaways from “Objections” is the concept of active listening. Blount emphasizes the significance of truly understanding the objections raised by prospects instead of merely reacting to them. By actively listening, paraphrasing, and asking clarifying questions, salespeople can uncover the underlying concerns behind objections and address them effectively. This approach not only builds trust but also enables sales professionals to tailor their responses to meet the specific needs of their prospects.

I can attest to the impact “Objections” has had on me as a sales professional, sales trainer, and sales manager. Many, who I’ve shared these insights with, have developed an enhanced ability to navigate objections, resulting in increased closing rates and improved customer relationships. By applying the techniques outlined in the book, my sales teams have been able to build stronger connections with their prospects, understand their pain points, and find mutually beneficial solutions.

Jebs work is a valuable resource for sales professionals seeking to refine their objection handling skills. Blount’s emphasis on mindset, active listening, and empathy sets this book apart, offering a fresh perspective on how to approach objections in the sales process. By internalizing and deploying the concepts presented, sales professionals can expect to see positive results in their interactions with prospects.

Here are ten reflection questions based on the main concepts of the book:

  1. How has your mindset and attitude towards objections evolved after reading this book? Are you now more inclined to view objections as opportunities for growth and understanding?
  2. Reflect on a recent objection you encountered in your sales interactions. How did you approach it before reading the book, and how would you approach it differently now, considering the techniques and strategies outlined by Blount?
  3. In what ways has your active listening skills improved since applying the principles discussed in the book? Can you recall a specific instance where active listening helped you uncover the true concerns behind an objection?
  4. How has your ability to paraphrase objections and ask clarifying questions impacted your sales conversations? Have you noticed a difference in how prospects respond when they feel genuinely understood?
  5. Reflect on a challenging objection you faced that was related to trust or credibility. What steps did you take to address it, and how did it compare to the techniques suggested by Blount in the book? Did you achieve a positive outcome?
  6. Has your approach to objection handling changed based on the different objection scenarios discussed in the book, such as price objections or objections related to competition? How have you adapted your responses to these specific scenarios?
  7. Consider your previous strategies for dealing with objections. How have you adjusted your mindset to see objections as valuable information rather than obstacles? How has this shift impacted your overall sales approach?
  8. Reflect on a recent sales opportunity where you successfully got past a “no” and closed the deal. Which specific techniques or strategies from the book did you apply in that situation, and how did they contribute to your success?
  9. Have you noticed any improvements in your ability to build trust with prospects through objection handling? How has this impacted your overall sales results and customer relationships?
  10. How can you continue to apply the concepts discussed in the book in your future sales interactions? What steps will you take to reinforce and expand upon the skills you have acquired to become even more effective at getting past objections?

These reflection questions can help you deepen your understanding of the book’s concepts and prompt you to consider how you can apply them to your own sales practice.

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5-week Daily Plan To Fill Your Pipeline, Regain Control , & Master Your Sales Role

Staying motivated during down sales months can be challenging, but it’s important to remember that every sales professional experiences highs and lows in their career. The key to success is to develop a consistent sales strategy and continuously work to improve your sales techniques. Below, I have outlined a 5-week plan with objectives broken down into daily action items:

Week 1. Set clear and specific goals: Create measurable goals that are achievable and align with your overall sales strategy. This will help you stay focused and motivated even during the downswing months.

  • Day 1: What are your current sales goals? Are they specific and measurable? If not, how can you refine them to make them more actionable?
  • Day 2: What are the key performance indicators (KPIs) that will help you track progress towards your sales goals? How can you ensure that you are consistently measuring and analyzing these metrics?
  • Day 3: How can you break down your sales goals into smaller, achievable targets? What steps can you take each day to work towards these targets?
  • Day 4: How can you stay accountable for achieving your sales goals? Who can you share them with, and how can you track progress together?
  • Day 5: How can you celebrate small wins and milestones along the way to achieving your sales goals? How can you use these celebrations as motivation to keep going?

For a deep dive into Week 1 tactics and strategies, visit my post here

Week 2. Develop a sales plan: Create a sales plan that outlines your target audience, sales approach, and key metrics. This will help you stay organized and focused on achieving your sales goals.

  • Day 6: Who is your target audience? What are their pain points and challenges, and how can you address them with your product or service?
  • Day 7: What is your unique selling proposition (USP)? How can you communicate this effectively to potential customers?
  • Day 8: What is your sales approach? How can you tailor it to different types of customers and situations?
  • Day 9: How can you use data and analytics to inform your sales plan? What insights can you gain from previous sales performance and customer behavior?
  • Day 10: How can you consistently review and update your sales plan to ensure it remains relevant and effective?

For a deep dive into Week 2 tactics and strategies, visit my post here

Week 3. Build relationships with your customers: Building strong relationships with your customers is essential for long-term success in sales. Focus on understanding their needs and pain points, and offer solutions that address their specific challenges.

  • Day 11: How can you actively listen to your customers to understand their needs and pain points?
  • Day 12: What are some effective ways to build rapport with customers? How can you use these techniques in your sales approach?
  • Day 13: How can you personalize your interactions with customers to make them feel valued and understood?
  • Day 14: How can you follow up with customers after a sale to ensure their satisfaction and build a long-term relationship?
  • Day 15: How can you leverage social media and other digital channels to connect with and engage customers?

For a deep dive into Week 3 tactics and strategies, visit my post here

Week 4. Improve your communication skills: Effective communication is key to successful sales. Work on improving your listening and communication skills, and focus on building rapport with your customers.

  • Day 16: What are some effective techniques for active listening? How can you incorporate these into your sales approach?
  • Day 17: How can you use storytelling to communicate the value of your product or service to customers?
  • Day 18: How can you use body language and nonverbal cues to establish trust and build rapport with customers?
  • Day 19: What are some effective questioning techniques that can help you better understand customer needs and pain points?
  • Day 20: How can you stay up-to-date with the latest sales trends and techniques? What resources and training programs can you access to continuously improve your sales approach?

For a deep dive into Week 4 tactics and strategies, visit my post here

Week 5: Continuously learn and adapt: The sales industry is always changing, and it’s important to stay up-to-date with the latest trends and techniques. Attend sales training programs, read industry publications, and seek feedback from your colleagues and customers to continuously improve your sales approach.

  • Day 21: Reflect on your recent sales interactions. What worked well? What could have been improved? Identify specific areas where you can enhance your sales techniques.
  • Day 22: Review industry publications, blogs, or podcasts to stay updated on the latest trends in your field. Identify one key insight or strategy that you can incorporate into your sales approach.
  • Day 23: Seek feedback from your colleagues or mentors. Ask them to evaluate your sales techniques and provide suggestions for improvement. Consider their input and determine actionable steps to enhance your approach.
  • Day 24: Attend a sales training or webinar. Choose a topic that aligns with your development needs, such as negotiation skills or objection handling. Apply the knowledge gained to your sales practice.
  • Day 25: Analyze customer feedback and testimonials. Identify common themes or areas of improvement mentioned by customers. Use this feedback to refine your sales approach and better address customer needs.
  • Day 26: Experiment with a new sales technique or approach. Step out of your comfort zone and try something different to see how it resonates with customers. Evaluate the results and determine if it’s worth incorporating into your regular practice.
  • Day 27: Engage in role-playing exercises with a colleague or mentor. Practice different sales scenarios and receive constructive feedback on your performance. Use this opportunity to refine your communication and persuasion skills.
  • Day 28: Reflect on your overall progress throughout the month. Celebrate your accomplishments and identify any remaining areas for improvement. Set new learning goals for the upcoming month to continue your professional growth.

Remember that sales success takes time and effort, and it’s important to stay motivated and focused even during the down months. With the right approach and mindset, you can achieve your sales goals and build a successful career.

Recession Proof Sales Techniques for Selling Home Improvements to Homeowners

Selling home improvements can be a lucrative business, but it can also be challenging, especially during times of economic uncertainty. With many homeowners tightening their belts and cutting back on expenses, it can be difficult to convince some to invest in home renovations. However, with the right sales techniques, you can still close deals and grow your business even during a recession.

Here, I’ll share some of the top recession-proof sales techniques for selling home improvements to homeowners. From building trust to offering financing options, we’ll cover everything you need to know to close more deals and thrive in a challenging market.

Building Trust

One of the most important things you can do as a salesperson is to build trust with your potential customers. Homeowners want to work with someone they can trust to do a good job and not take advantage of them. In a recession many businesses will be cutting costs in an effort to lower prices and in doing so quality can suffer. In a race to the lowest price, homeowners are willing to pay more for companies they can trust. Here are some ways to build trust with your customers:

  • Be honest and transparent: Don’t make false promises or exaggerate the benefits of your services. Be transparent about pricing and what your services include.
  • Provide references and testimonials: Show your potential customers that you have a track record of satisfied customers. Provide references and testimonials from previous clients to demonstrate your expertise and reliability. Many homeowners are aware of how easily some testimonials can be misrepresented (testimonials from family members, friends, employees, etc) so be sure to leverage other sources of credibility such as Better Business Bureau ratings, and other third party ratings.
  • Offer guarantees: Offer a satisfaction guarantee or warranty to show your customers that you stand behind your work.

By building trust with your customers, you’ll be more likely to close deals and earn repeat business.

Offering Financing Options

During a recession, many homeowners may be hesitant to spend money on home improvements, even if they’re necessary. Offering financing options can help make your services more accessible and affordable. This is another area where some business will see financing as an expense and look for cost-savings by either limiting financing options or eliminating them. Here are some financing options you can offer:

  • Payment plans: Offer payment plans that allow customers to pay for your product or services over time instead of all at once.
  • Home equity loans: Help your customers secure home equity loans to finance their home improvements.
  • Credit cards: Accept credit cards to make paying for your services more convenient for your customers.

By offering financing options, you can make your services more accessible to a wider range of customers and increase your chances of closing deals.

Creating a Sense of Urgency

Creating a sense of urgency can be a powerful sales technique, especially during a recession when customers may be more hesitant to spend money. Here are some ways to create a sense of urgency:

  • Limited-time offers: Offer limited-time discounts or promotions to encourage your customers to act quickly.
  • Emphasize the benefits: Highlight the benefits of your services and how they can improve your customers’ quality of life. Remind them of the potential costs of delaying or not investing in home improvements.
  • Show your availability: Let your customers know that your schedule is filling up quickly and that they may miss out on the opportunity to work with you if they don’t act soon.

By creating a sense of urgency, you can encourage your customers to act quickly and increase your chances of closing deals.

Overcoming Objections

Homeowners may have objections to investing in home improvements, especially during a recession. Here are some common objections and how to overcome them:

“It’s too expensive”: Offer financing options or emphasize the long-term benefits of the investment. For products or services that have a strong return on investment, whether through greater resale value or energy-savings, long-term financing options let these homeowners offset the initial costs through a low cost of ownership.

“I don’t have time”: Emphasize the convenience and time-saving benefits of your services. You can also work with the customer to create a timeline that works for them.

“I’m not sure it’s necessary”: Emphasize the potential cost savings and energy efficiency that come with home improvements. You can also provide references or testimonials from previous customers who have seen the benefits of your services.

By addressing objections and providing solutions, you can help your customers overcome their reservations and close more deals.

Upselling and Cross-Selling

Upselling and cross-selling can be effective sales techniques for increasing the value of each sale. Here are some tips for upselling and cross-selling:

Offer complementary services: If a customer is interested in one service, offer a related service that complements it. For example, if they’re interested in a window replacement, offer to also update their entry door as well.

Suggest upgrades: If a customer is considering a certain product or service, suggest an upgraded version that offers more features or benefits.

Large project discounts: Offer discounts for jobs that keep crews busy and reduces downtime to encourage customers to invest in larger projects.

By upselling and cross-selling, you can increase the value of each sale and grow your business.

Selling home improvements during a recession can be challenging, but it’s not impossible. By building trust, offering financing options, creating a sense of urgency, overcoming objections, and upselling and cross-selling, you can increase your chances of closing deals and growing your business. Remember to be honest, transparent, and customer-focused throughout the sales process, and you’ll be well on your way to recession-proof success.

Book Review đź“š Emotional Intelligence for Sales Success: Connect with Customers and Get Results by Colleen Stanley

Emotional Intelligence (EI) for Sales Success by Colleen Stanley is a must-read for anyone in the sales profession. This book is a comprehensive guide that offers valuable insights and strategies to help salespeople connect with customers on a deeper level and achieve better results.


“Sales success is not about being the best at selling; it’s about being the best at connecting.”- Colleen Stanley

One of the key themes of the book is the importance of emotional intelligence in sales. Stanley emphasizes that sales success is not just about having the right product or service, but also about understanding and connecting with the emotions of your customers. By developing emotional intelligence, salespeople can build stronger relationships, establish trust, and ultimately close more deals.

The writing style is engaging and conversational, making it easy to read and understand. Stanley provides real-life examples and practical advice that can be applied in any sales situation. I found her to be relatable and down-to-earth, making it easy to connect with the material.

One of the most important takeaways from the book is the concept of “empathetic listening.” Stanley explains that this involves not just hearing what your customers are saying, but truly understanding their needs, concerns, and emotions. By practicing empathetic listening, salespeople can build trust and establish themselves as trusted advisors, rather than just another salesperson pushing a product.

Another important aspect of the book is its direct application to the sales profession, whereas other EI materials can seem abstract. Stanley provides practical strategies for applying emotional intelligence in a sales context, such as how to handle objections, build rapport, and close deals. She also provides tips for managing stress and maintaining a positive attitude in the face of rejection and setbacks.

As a sales professional myself, I can attest to the impact that this book has had on my sales results. By applying the strategies and techniques outlined in Emotional Intelligence for Sales Success, I have been able to build stronger relationships with my customers, close more deals, and ultimately achieve greater success in my sales career. This is a book that I share will all of my sales teams.

While the book is certainly a valuable resource, there are a few areas where it falls short. For example, some of the concepts and strategies presented in the book may be familiar to those who have already studied emotional intelligence or sales techniques. Additionally, the book focuses primarily on business-to-business (B2B) sales, so those in other types of sales roles may perceive some of the advice inapplicable. Having done both B2B and B2C, I didn’t find it too difficult to connect the dots across various roles.

Overall, Emotional Intelligence for Sales Success is a valuable resource for anyone in the sales profession. By focusing on the importance of emotional intelligence and providing practical strategies for applying it in a sales context, Colleen Stanley has created a book that is both informative and engaging. Whether you are a seasoned sales professional or just starting out in your sales career, this book is definitely worth a read.

Below are 10 reflection questions based on the insights from Emotional Intelligence for Sales Success:

  1. What are some examples of situations where you have demonstrated empathy in your sales interactions? How did it impact the outcome?
  2. How do you typically handle objections from customers? How could you apply the concept of empathetic listening to improve your approach?
  3. Reflect on a recent sales interaction where you felt you could have done better. What emotional intelligence strategies could you have applied in that situation?
  4. How do you typically manage stress in your sales role? What techniques have worked well for you, and what could you improve on?
  5. Reflect on your current sales goals. How could developing your emotional intelligence help you achieve these goals?
  6. What are some examples of times when you may have made assumptions about a customer’s needs or emotions? How could you have used empathetic listening to better understand their perspective?
  7. Think about a sales interaction where you felt you established a strong rapport with a customer. What strategies did you use to build that connection?
  8. How do you typically follow up with customers after a sale? How could you use emotional intelligence to strengthen those customer relationships?
  9. Reflect on a recent rejection or setback in your sales career. How could you apply emotional intelligence to maintain a positive attitude and keep moving forward?
  10. What are some examples of ways you could apply the strategies and techniques from this book in your day-to-day sales interactions? How could you measure the impact of these efforts?

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Congrats- you’re in sales!

Photo by LinkedIn Sales Solutions 

Here’s an interesting thought: Everything in business comes back to selling. Think about that for a second. The economy revolves around sales…. every business regardless of what they do, they have to sell. On the daily every person in business sells. To your co-workers you sell your favorite movies, favorite books, favorite restaurants, favorite shoes. You even sell yourself on ideas and thoughts.

Here’s another interesting thought: Most people hate the very idea of being “salesy”, yet we all fall under that category in one fashion or another

The question is: How do I embrace my inner salesperson?

Acknowledge that you sell on a continuous basis in your day to day life.

Admit it. You do it. You just don’t think of it as selling. You would probably say “I’m just sharing my favorite_____________with so and so.

Hmmmm – Sharing. Replace the word selling with sharing. There. That feels better doesn’t it? Isn’t it funny how changing a word can alter your perspective? When it was selling, you shuddered. Now that it’s sharing, you feel all warm and fuzzy. We all like to share – we like to share our things, our thoughts, our ideas, our favorites, ourselves. Stop and think about that for a moment….. It’s the same thing.

Choose a new thought

When you choose to think of selling as sharing, it shifts the way you feel about it. When you feel empowered by something you will be more successful at it. For all of you who own businesses or work for a business (that would be everyone), this is vital.

-What thoughts do you entertain around selling?
-What new thought might you choose instead?
-What is one thing that you can do today to embrace your new thought?

“People don’t care about what you have to say until you care about what they have to say”

How true is that? Think about that for a moment – It is part of our nature as humans to want to be heard. Most people go through life just trying to be understood and when we are around someone who truly listens to us it is a breath of fresh air. And, what do we want to do? We want to be around those people as much as possible. Be part of their inner circle. We talk about them to everyone we know because they are the most genuine authentic people. They really hear us.

When we own a business or represent a business, we need to truly be in touch with what our clients need. We need to know what their challenges are, what they are excited about, who they are, so that we know how to best serve them. The only way to do this is to listen.

Listening is one of the best ways to sell. If you are in touch with your potential customer/client you will know how to work with them and create a win-win situation.

Be In Service of Others

Building on listening, let’s go into service. I’m not just talking about excellent service on the part of us, our business/product, I’m talking about being IN service of others.

When meeting another person for the first time, do you screen them for potential customer status? That’s a given. What about if they do not have a remote chance of being in need of you or your product? Do you write them off and move on to the next one?

What would happen if you looked at each person in terms of what you can do for them instead of what they can do for you?

Think of the people that you really like to do business with.
-What characteristics do they embody?
-How much of their success do you feel is in direct proportion to their ability to listen and really help you?

My challenge to you:

Practice really listening to everyone you connect with this week and find one way that you can be in service of them that exceeds their expectations.

6 Strategies to Becoming More Persuasive Today

How can some people be so persuasive while others can’t seem to convince anyone to do anything? Persuasion is part art and part science. Some people are born with the charisma that the rest of us lack. But anyone can become more persuasive with the right approach. Anyone that can read or write can influence others effectively. Many people may correlate the skills of persuasion to sales, however this skillset is used across many professions, and often useful in our daily lives.

What would it mean to your professional and personal life if you could reliably influence others? Few skills are as wide-ranging in their benefits.

 Persuade others to your way of thinking:

 1. Create a connection with those you wish to influence. Whether you’re trying to influence one person or a thousand, it’s important to create rapport. The level of trust and connection you can establish will directly affect your ability to influence others. Don’t neglect the importance of adapting your rapport to varying personality styles. At first it will be easiest to establish a connect with those that are most like ourselves, however this will limit your influence. This is an important first step. There are many ways to establish a connection.

  • Show what you have in common.
  • Mirror the other person’s body language.
  • Be honest and genuine.
  • Show others that you can be trusted.

2. Be convincing. I’ll be honest, early in my career I had someone say to me on a call, “you’re persistent, but not at all persuasive”. At that time I thought if I just out-worked everyone else I would accomplish my goals. There was more to it. At first you may feel small and insecure, but presenting yourself that way won’t convince anyone that you are worth following. There are several ways we show a lack of conviction, such as body language, using qualifiers like “I think, probably, maybe and possibly,” and lack of eye contact.

  • Stand tall, look them in the eye, and present your opinion like it’s an obvious fact. Your confidence is key. If you’re communicating over the phone, put a mirror in front of you and smile as if the communication were in person.

3. Use reciprocity to your advantage. Studies show that you’re much more likely to return a favor after someone does something for you. That’s why the people that knock on your door and try to sell you pest control give you a pen or a magnet. They know that you’ll be more likely to purchase from them.

  • Do something for the person you’re trying to persuade. You might buy them lunch, drive them to the airport, or let them borrow a cup of sugar. Do something for them before you attempt to persuade them. Your odds of success will go up dramatically.

4. Consider their interests. Even the most noble of people wonder what’s in it for them. Make it clear what they’ll be receiving out of the deal. Your neighbor might not want to sign off on your idea of building a fence between your respective properties. However, he might change his mind if you can show him the benefits he’ll enjoy.

  • You might point out that your dog will stay out of his yard and stop dropping presents.
  • It might help the resale value of his house.
  • It might cut down on the weeds in your yard spreading to his.
  • It will increase his level of privacy.

5. Be a good listener. The other party matters a lot. We tend to only consider ourselves when we’re trying to be influential, but this is a grave mistake. Open your ears and close your mouth. Be curious about the person you are speaking to. When you understand the needs of the other person, you’ll know how to influence them.

6. Establish yourself as an authority. If you’ve spent time with the Dalai Lama and wrote three books on meditation, your opinions on meditation are more likely to be respected. That is a bit extreme obviously, but leverage your knowledge and experience on a topic to establish authority. Simply dressing in a suit would convey authority in the right setting.

Persuasion is a highly researched field. There are numerous resources if you wish to learn more and there a few books that I would recommend on the topic. The ability to influence others is useful both in and outside of work. Invest some time in practicing this valuable skill. You’ll be glad you did!

Why do customers stall?

One thing I take a lot of pride in is that I was able to have some of the best years (at that point) of my sales career during the 08′-12′ Great Recession. While many of my counterparts were frozen (rightfully so- it was brutal) in how to move forward in that business environment, I was busy doubling down on my craft and subsequently finished many of those years as the #1 sales person in the organization. I don’t say that to impress you, but to impress upon you that there are opportunities to be had during this time. You just have to begin using the right strategies & stay in the right frame of mind moving forward.

Today I want to share some strategies on how to move deals through your sales cycle that may have stalled.

In consultative sales you’ve got four outcomes: a sale, a no sale, an advancement, or a continuation (another word for stall). As with any type of selling, you want as many sales as possible, limited amount of no sales (they happen), absolutely no CONTINUATIONS/STALLS, and more ADVANCEMENTS than no sales.

Some examples of continuations from a prospect: “call me next week”, “send me a quote and I’ll follow up with you”, etc. Anything where there’s a perception of a next step, but there’s no commitment or plan on what that next step may be. An advancement is where there is a solid commitment on what the next steps are, and a commitment on what you, as the sales rep, and the prospect will be doing.

What we don’t want are continuations- when you get one it’s important to be able to identify whether this is a STALL or a CONDITION to not moving forward. A condition would be any legitimate reason as to why the prospect cannot move forward- examples would be; there’s an approval process, another decision maker needs to be involved, a payment stipulation (bonus coming). It’s easy to identify stalls- if you’ve done a good job in your presentation, things line up- you’ve gained agreements along the way, and then all of sudden once a decision needs to be made, you’re given reasons that just don’t seem consistent to what’s been discussed and agreed upon.

Now-think about your projection. How much of your pipeline, or past opportunities, suffer from stalled opportunities? Opportunities- where you may believe you have a chance, but you can’t identify why they haven’t moved forward. They seemingly string you along.

If you are like most, stalled opportunities easily account for 30% and 50%. In a tough market one of the biggest returns you can reap is to reduce the impact of stalled decisions; however, to jump start a stalled sale, you must understand the cause of the stall. Here are a few common causes to investigate:

Lack of connection to a the most important issues to the prospect. Unless your solution increases savings, improves aesthetics, home value, comfort, efficiency, sound, and security, or some other looming implication, you can expect a stall. When purse strings tighten, homeowners will only spend on matters that impact them the most.

A sales rep only has reengage and ask three questions to uncover issues:

  1. Why do you want this solution?
  2. Why are those problems important to solve?
  3. Why does this matter to you?

Lack of perceived value. Most people can really only juggle five or six critical issues at a time. We all live with problems that we don’t need to solve today. However, competing priorities are constant. Can your prospect articulate the value or impact of addressing the issue? If your solution, from your prospects perspective, doesn’t have enough value to get in his top three or four, you get stalled or put on the back burner. Ask the prospect to quantify the impact of resolving the issue. Better yet, ask her how the solution will impact her personally.

Lack of differentiation. Lack of differentiation will cause the prospect to spend more time evaluating, which translates to a stall. If you are unable to differentiate on features and solving problems, you will be forced to differentiate on price.

Decision authority. Decision authority is one of the most common causes of stalled decisions. It’s important to ask yourself, “Has the person you’re in contact with made this type of decisions before? When and how?”. Understanding their decision authority and decision making process early in the conversation will help identify whether you are dealing with a STALL or a CONDITION.

Risk. Making a decision involves risk. The prospects perception of risk can span impacts like lost budget flexibility,(do we forgo our Cruise this year??), lost time, or fear of making the wrong decision. As a prospect gets closer to making a decision, the risk becomes greater in her mind. Common tools for alleviating risk include supplying references, using reliable third-party data, and demonstrating return-on-investment analysis.

My hope is that you can take these above strategies and immediately apply them to begin helping your prospects move forward.

Thanks for stopping by and remember- the best earn the sale!

Are you selling behind a boring company mission?

Does your company have a mission/vision statement?

How's this for inspiration?

Does your company have a customer service credo?

Does your company have stated values?

These are the principles that your company has set in place to act as guideposts for employees and customers. Every good company has them and most I’ve found are just boring. Same points you see everywhere..”to be a leader in our industry”…”provide exceptional customer service”..blah blah blah. I’m not suggesting it’s not important and I agree that you have to start somewhere, but I see very little originality.

So my question is this.. What’s YOUR Personal Mission Statement?

Customers are faced with many products and services that are all vying to be numero uno. Set yourself apart, be original, go out on a limb and tell your customer what they can expect from you..personally. One of the most challenging and thought-provoking exercises that I completed early in my sales career was my personal mission statement. I later adapted this into a customer promise that I share with many potential clients. I challenge you to complete one for yourself. Set yourself apart from the pack.

This will take time. Here is a great tool to help you along and to help generate ideas: Personal Mission Statement Builder

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