Look at any great coach and you’ll find they spend most of their time coaching the players on the field, rather than the players on the bench. If you think about it from the coaches point of view why would you devote time to those who “aren’t in the game”?  The question is where are you? Are you in the game or on the bench? Are you you coachable?

On today's show discover:

• ... how to be coachable
• ... why it’s critically important to your success;
• ... how to spend more time “in the game”

Being coachable is something that transcends sports, business, and really is important to every aspect of your life. It's important because it means you’re open to new ideas, ready to listen, willing to take a hard look at your own performance and take advantage of the experience of others. It also means you’re enthusiastic, eager to learn, positive and constantly striving to be better. Quite frankly, you’re someone a coach WANTS to coach.

Coaches can tell, believe me, it’s really easy to spot someone who’s coachable and just as easy to spot someone who isn’t.

The Uncoachable

The “uncoachable” typically feel they already know it all, they’re not interested in listening to a new point of view. Most of the time the stay stuck in a rut because they're unwilling to learn or grow. One of their favorite things to do is put down new ideas. They’re negative, pessimistic and aren’t interested in getting better. Maybe they should be pessimistic because chances are, with that type of attitude, they’ll never reach their full potential.

Success and Being Coachable

Look at anyone who’s a success in any aspect of life and you’ll find someone who’s coachable.

Sir Richard Branson, founder of Virgin Atlantic and a highly successful business man has this to say about the importance of having a coach.

“It's always good to have a helping hand at the start. I wouldn't have got anywhere in the airline industry without the mentorship of Sir Freddie Laker.”

And American author, businessman and sales legend Zig Ziglar said:

"A lot of people have gone further than they thought they could because someone else thought they could."

When you’re coachable you understand the power of listening to those who are more experienced and taking little nuggets of advice you can use to move forward.

Get In The Game

Here are some skills and attributes highly successful and coachable people all have.

When you’re coachable you...

• ...see the big picture, think long term and measure progress in months and years versus day by day.
• ...have a good sense of humor and don't take things too seriously.
• ...spend more time competing with yourself than others.
• ... don’t get bogged down thinking “that’s the way I’ve always done it”.

Most importantly you’re:

• humble (because you know there’s more to learn) but you also have
• high self esteem (because you’re able to take constructive criticism without feeling attacked) and you have
• courage (because you’re willing to try new, challenging and intimidating things to get better)

By adopting these attitudes and developing these skills you’ll be more coachable and find the success you want in any area of your life, including your sales career.

Today’s One Two Punch Be Coachable - To Be In The Game

We Like Compliments

Just about everyone likes a compliment. It makes you feel good, builds up your confidence and can even make you feel smart. And what about the person who gave you the compliment? What do you think of them? (pretty awesome right?) Giving your customer a compliment and making them feel smart can help you build tremendous rapport! But you have to be careful that your compliments are sincere, appropriate and you’re not saying things that make your customer defensive.

On today's show discover:

• ... tips for helping your customer feel smart
• ... ways you might be making them feel...not so smart
• ... and how all of this helps you look smarter too!

How To Make Your Customer Feel Smart

You’ve heard it before, people buy from people they know, like and trust and what better way to get someone to like you then by making them feel smart. Here are a few ways you can help your customer feel smart.

Acknowledge the Smart Things They Say

You know customers are pretty savvy these days and many of them have done their homework long before they got to you! As a result,  they’re going to ask intelligent questions and raise insightful points during your conversation. When they do acknowledge it and help them feel smart.
When your customer says “I know rancid fish oil isn’t that beneficial, what process do you use to ensure freshness?”

Rather than just answering the question, acknowledge what they said with something like:

• “That’s a good point … "
• "You’ve keyed in on a really important issue and I’m glad you did … "
• “I’m glad you brought that up … "
• "you’ve focused in on something most people overlook ... "
• “That’s a great question...”

...and then answer the question. You’ve complimented your customer  and they’ll feel smart  and be more receptive to your answer!

“That’s a great question”....it’s a phrase that, in my opinion, is overused and often used inappropriately. Use it sparingly and only when your customer truly asks a great question otherwise it may seem insincere and ruin the trust you’re trying to build.

Take Notes

People love to see their words being written down, (it let’s them know you value what they have to say) and that can make them feel smart and important. When you’re on the phone, paraphrasing what your customer said let’s them know you’re listening and that what they have to say is important. Taking notes also helps you keep track of critical information you’ll need throughout the sales process.

Compliment them on Decisions and Accomplishments

Show your customer you admire their abilities or what they’ve achieved with a good old-fashioned compliment. Just make sure your praise is genuine; if people feel like you’re trying to butter them up, you’ll do the relationship more harm than good.

Let’s say you find out your customer is a school teacher. Sincerely saying something like “ You know, I really admire what you do, I had several teachers who had a big impact on my life. It must be so rewarding to know you’re making a difference like that.” Or maybe they’re calling because they want to improve their health. “Mary, you’re making a great decision to call in today and even more you’re taking action and that’s fantastic.”

Make Your Customer Feel Smart by Avoiding These Pitfalls Avoid Using Company or Industry Jargon

This is a tough one because you might be doing it without realizing it. I’ve heard sales people say things like, let me sign you up for HD ok? Or just call CS if you need to return and they can give you an RMA number. Customers who don’t understand what you’re offering will be afraid of making a poor choice, and reluctant to buy. Instead, take time to spell out acronyms and use plain language to explain the benefits of your product.

Avoid Talking Down a Product They're Using Now

You know it’s never a good idea to go negative so avoid talking down other products they’ve used, decisions they’ve made or advice they’ve listened to. (this is not going to help them feel smart or like you)

Imagine how you would feel if a salesperson asked

• “What have you tried already?”
• “I’ve been using Bob’s Floor Wax and Stain Remover”  then they reply
• “ Oh that’s a terrible product”

A comment like that wouldn’t make your customer feel very smart and may even put them on the defensive. In either case it’s moving your customer away from liking you and away from buying your product.

Instead, stay focused on talking about the benefits of your product.

• “What have you tried already?”
• “I’ve been using Bob’s Floor Wax and Stain Remover”
• “Oh yeah, I’ve heard of that. You know our product is made from 100% Bees wax so it’s safe for children and pets.”

Summary

People like to feel smart. When you help your customer feel good about themselves, there’s a stronger chance they’ll like you and purchase from you.

So remember to:

• Acknowledge the Smart Things They Say
• Take Notes
• Compliment them on Decisions and Accomplishments
• Avoid Using company or industry jargon
• Avoid Talking down a product they're using now

Today’s One Two Punch It’s SMART to help your customer feel SMART

Handling Rejection in Sales

Rejection in sales is a fact of life but rather than letting it get you down you can approach rejection like a champion and find great success!

On today's show discover:

• ... 5 strategies for handling rejection;
• ... how to use rejection to improve;
• ... how to fail, like a champion.

There are a lot of different skills to master in sales and one that many overlook is developing the skill to handle rejection. There are strategies and skills you can develop that can help you take rejection in stride and even begin to use it to your advantage.

Five Strategies for Handling Rejection 1 Separate your ego from your sales performance

It’s important to separate yourself from rejection and understand it’s not about you.. Don’t take it personally, rejection can mean many things but your close rate does not equal your self worth. For more on how to turn a no into a yes check out Episode 54

2 Maintain positive self talk

A lot of times the biggest obstacle you need to overcome is sitting right between your ears in your own head. Rather than engaging in negative self-talk like “I’m no good, because I didn’t close that guy”.  It’s possible to re-frame the conversation to put yourself in a more constructive and positive place. For example: “I’m a great salesperson, so what could I do differently in a situation like that to effect a more positive outcome next time?”

3 Stay Busy

When you keep a busy schedule with more opportunities for sales and customer interaction you won’t have time to dwell on rejection. So pack your calendar, arrange your schedule so you’re working when the customers are calling, stay active and keep moving.

4 Expect Rejection

Expect that rejection will happen. It’s easier to down-play it in your mind when you expect it. Now, you should still go into every sales interaction confidently assuming the customer is going to buy.  But going into your day expecting a healthy amount of rejection is realistic and can help you keep the right frame of mind for success.

5 View Every Rejection as an Opportunity to Improve

Despite hitting 714 home runs during his career, Babe Ruth also held the record for strikeouts at 1330. He once said, “Every strike brings me closer to the next home run.” which is a fantastic way to look at rejection in sales. Every customer who says “no” brings you that much closer to the next one who will say “yes”.

Examples of Success Despite Rejection Elvis Presley

Did you know that after a performance at the Grand Ole Opry, Elvis Presley  was told by the concert hall manager he was better off returning to Memphis and driving trucks? Elvis didn’t take the advice choosing instead to continue working on his career. Seems like he did ok in the end.

Marilyn Monroe

How about this one...When Marilyn Monroe was trying to start her career, modeling agencies told her she should consider becoming a secretary. Good thing she didn’t listen to them.

Albert Einstein

On June 6th 1907 Albert Einstein received the following rejection letter:

Dear Mr. Einstein,

Your application for the Doctorate has not been successful at this time and as such you are not eligible for the position of Associate Professor.
While you posed an interesting theory in your article, we feel that your conclusions about the nature of light and the fundamental connection between space and time are somewhat radical. Overall, we find your assumptions to be more artistic that actual physics. 

Summary

If any of these great people had let rejection bring them down they would not have gone on to such greatness. Don’t allow the rejection you face in sales to stop you from the success you deserve.

Remember:

• Separate your ego from your sales performance
• Maintain positive self talk
• Stay Busy
• Expect Rejection
• View Every Rejection as an Opportunity to Improve

Today’s One Two Punch Accept Rejection to Realize Success BONUS:

35 Famous People Who Were Painfully Rejected Before Making It Big

Ways to subscribe to The K.O. Sales Coach

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Misinterpreted Communication

It happens all the time, you say something but what you mean isn’t always interpreted properly. Sometimes it can be quite funny...you know like when you ask your kids to pick up their room they hear “slide all of those toys and clothes under your bed so I can’t see them.” But in sales the difference between what you say and what your customer hears isn’t always that humorous.

On today's show discover:

• ...common things salespeople say;
• ...ways customers misinterpret those messages;
• ...and better ways to get your message across.

Subscribe to KO Sales Coach iTunes | Android | Email | RSS | More Subscribe Options

Leave a Rating and Review in iTunes The Things Salespeople Say

Communication isn’t easy just because you know what you mean doesn’t mean your customers will. To get your message across it’s important to thoughtfully select words and phrases that are less likely to be misinterpreted.

Here are some common messages we use in sales and how your customer may be misinterpreting them.

The Weather

Gailforce Gil answers the phone, greets his customer and then says “How’s the weather where you are today?”  because he’s trying to make small talk and establish a little rapport. Gil doesn’t want to sound too sales-y. But what the customer hears is “I really don’t have anything in common with you. I’m a salesman and I’m going to ask you about the weather because that’s what salespeople do.” The customer’s first impression of Gil? He’s really sales-y.

Don’t be like Gil. If you really want to establish rapport with your customer find something you have in common. Maybe you know someone who lives in their state, or you know someone with the same name, maybe you used to work in a similar industry.  Finding something you have in common is a better way to build rapport than talking about the weather, the weather is it’s too cliche’ and too many salespeople open with it.

“You like saving money don’t you?”

Obvious Oliver presents his product offer to the customer but the customer says no thanks. So Oliver says “You like saving money don’t you?” What Oliver means is “No, seriously: Why wouldn’t you be interested in our product?” But what Oliver’s customer hears is “I’m going to treat you like a five-year-old.”

Ouch...that’s not going to help Oliver maintain rapport and close the sale!

A better approach to take is to be curious and ask questions. Perhaps there’s something you overlooked in your presentation or your customer just needs more information first. When you say “I understand, what’s holding you back? Is it the money or are you just not sure product X will work for you?” you’re maintaining rapport and have a better chance of discovering the real reason they said no.

“Obviously”

When Oliver says: “Obviously, as you can see, this product is the best choice for you.” His customer is thinking: “Really? I thought something else was a better choice. I must not be too bright”  (note sarcasm)

So how could Oliver communicate that this product is the best choice for the customer without talking down to him? Perhaps this would be better...“From what you’ve said, this product looks like the perfect choice because … ” Sounds better...when you base your conclusion on what your customer already said and provide reasons that justify it; it’s very powerful and most importantly not condescending.

“Honestly”

Fibbing Frank likes to use the term “Honestly” and he’ll say things like “Honestly, my customers love how easy this is.” What Frank is trying communicate is that this is the truth and he really believes in it. However, Frank’s customer interprets this differently and hears “Everything I’ve told you up until this point has been a lie.”

So what’s a better approach? Just leave it out all together.

• Instead of “Honestly my customers love how easy this is.”  just say “My customers love this”
• Instead of “Honestly, we can have this to you in 3 days.” just say “We can have this to you in 3 days.”

Pretty simple fix right?

“As I said Before”

Roger the repeater is in the habit of saying “As I said before, it comes with a 30 day guarantee” because he’s trying to let his customer know it’s so important I want to bring it up again. Unfortunately for Roger his customer hears “I’m frustrated that you don’t seem to be listening  to me”.

As you know, there’s a better way to revisit an important point while helping your customer feel smart and it’s the phrase “As you know” So instead of saying “As I said before, it comes with a 30 day guarantee” say  “as you know, it comes with a 30 day guarantee”.

“I’m sorry, that’s just our company policy.”

When confronted with a customer who wants something she can’t provide Polly Policy likes to say “I’m sorry, that’s just our company policy.” When she says it she means I really wish I could help you but my hands are tied and I can’t do what you want. However, her customer hears “I’m not even going to try to help you.”

The phrase “I’m sorry, that’s just our company policy”  lacks empathy, it’s like you don’t understand how they’re feeling. “I’m sorry” can come across as pity (and no one likes to be pitied). It also closes the door to a solution and leaves the customer feeling out of control (another feeling most of us don’t like).

While you can’t always do what you customer wants a better approach is to have some empathy for how they feel and provide options. Rather than talking about what you can’t do for them, talk about what you can do for them.  For example you’re first response to a customer might be “I understand, Let me see what I can do” Then after working out some options. “Here’s what I can do to help resolve this for you....” Provide two or three different options and ask which would work best for them. This approach helps put the customer back in control and gives you a chance to express empathy and a sincere desire to help.

Summary

Working to improve your communication can have a big impact on your sales. Remember:

• To Build Rapport: Find real common ground with your customer rather than talking about the weather
• To Maintain Rapport be curious and ask questions when a customer says no rather than using phrases like  “Obviously” and “you like to save money don’t you?”
• To Maintain Trust make confident statements and leave out the word “Honestly”
• To Revisit an Important Point and make your customer feel smart say “as you know..” instead of “like I said before”
• To Convey Empathy and a Sincere Desire to Help talk about what you can do rather than what you can’t do.

Today’s One Two Punch Improve Communication to Improve Sales

In Sales, Nice Guys Finish First

No doubt you’ve heard the expression “nice guys finish last”. I’m not entirely sure who said it but I’m pretty sure they weren’t talking about nice guys in sales because in sales “nice guys finish first.”

On today's show discover:

• ...why you need your customer more than they need you;
• ...how easy it is to standout and rise above the competition;
• ...a simple way to get first hand experience on the other side of the counter.

Subscribe to KO Sales Coach iTunes | Android | Email | RSS | More Subscribe Options

Leave a Rating and Review in iTunes Key Points from the Show

• Even a bad experience ordering a sandwich can ultimately impact sales!
• You need your customer more than they need you.
• Be the customer and go on a pretend shopping trip. It's a great way to add the good experiences you have to your sales approach and remove any that can cause a negative experience.
• It's easy to stand out when you're:
  • nice;
  • friendly;
  • respectful;
  • and have a sincere desire to help.

Today’s One Two Punch         In sales “the nice guy (or gal) does finish first!” Ways to subscribe to The K.O. Sales Coach

If you liked this episode please head on over to iTunes and kindly leave us a rating, a review and subscribe!

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Everybody Uses a Script

If you’re in sales chances are really good you have a sales script. Even in face to face sales you have a consistent “pitch”, a standard way you greet your customer and a consistent way to answer the phone.  In phone sales the script is even more important, because you have to rely heavily on the words you use to convey value and close.  If you aren’t taking full advantage of your script you’re missing out on a powerful sales tool. Not using it could be costing you money.

On today's show discover:

• ...5 Ways your Sales Script Can Make You More Money this year

A lot of business is conducted over the phone so no matter what type of sales you do, knowing how to use a sales script is important.  In fact,here are 5 ways using a sales script can make you more money right now.

One: You avoid the pain and time of going through the trial and error process.

Your sales script is the culmination of all the mistakes others made before you. That’s a great thing, because you don’t have to go through the process of making those mistakes yourself.

Here’s an example: When customers called in for a health product we used to ask:

“What did you hear on the radio that prompted your call?” And even though we wanted to understand their need and health concern they would say things like “they said to call in the next ten minutes” or “they said I’d get a free book”.

(not what we were looking for)

So we changed it and we said

“What did the Doctor talk about on the radio that prompted your call?”  And we got responses like “they said to call in the next ten minutes” or “they said I’d get a free book”.

(still not what we were looking for)

So then we changed it again to

“What health concern did the Doctor talk about on the radio that prompted your call?”

...and suddenly we started getting more of the responses we were looking for. Every part of your sales script has evolved just like this over time. It’s written the way it’s written, because it works.

So what does this do for you? It helps you avoid losing sales trying to find the right thing to say and gets you making more sales, more quickly, right now!

Two: You get to talk to and help more customers

When you’re using a well crafted script it helps you move efficiently through the sales process. Your script helps you provide just the right amount of important information at the right time.

Without the script to guide you, it’s easy to drift into areas that take time and don’t add any real value. You might also leave out important details and drift further away from the close. Your script is written to provide the critical information the vast majority of customers need to make a buying decision. No more, no less. It’s also designed to keep you on track and moving toward the close in a logical and proven method.

So what does this do for you? When you’re on script you’re more efficient and effective so you’ll talk to more customers and close more sales!

Three: You provide better, more accurate information

When you have a lot of products to sell it’s easy to get confused and without a script to rely on you may inadvertently give your customer the wrong information. Staying on script helps ensure you’re providing accurate details and setting realistic expectations for your customer. This helps your customer make an informed decision and , with realistic expectations, they're more likely to be happy with their purchase. That means fewer returns for you!

Four: You sound more confident

Have you ever listened to yourself on a recording, maybe after leaving someone a message? Sometimes, when you’re “winging it” there are a lot of "ahs" and "ums" in your communication. These stalls are the result of your brain not catching up with your mouth.  On the other hand, when you’re using your script you sound more confident and customer’s like that.

Five: You use proven phrases, words and ask questions that get results

This is pretty similar to the first point but over the years we’ve discovered the words and phrase that are helpful to the sales process and those we want to avoid.

For example:

We know the word “cheap” devalues the product. Which is why your script says “most affordable”

“Most expensive” doesn’t work as well as “best value”

“If it doesn’t work for you” causes your customer to imagine it not working for them so instead we say “we’re so confident you love it” which helps customers feel more at ease.

We know that asking “How long has this been an issue for you?” encourages the customer to talk where “Have you had this pain for a long time?” generally doesn’t engage the customer in conversation.

Why are Some Reluctant to use a Sales Script?

Sure, each customer is unique and it would be impossible to script an entire conversation. You need to rely on your listening and communication skills to have a meaningful conversation but the script is always there for you to come back to, and to keep you on track.

So why are some salespeople reluctant to use a sales script? One reason is they don’t want to sound like they’re reading a script. Which makes sense and if you never practice it might sound like you’re reading but it’s not hard to make a script sound very natural after reading through it a few times.

Professionals Do It All The Time

You’re serious about your sales career and you devote time to learning about the products you sell and developing new skills. Why should your sales script be any different? Knowing how to use your sales script so you sound natural is another sales skill.Professionals in all walks of life use scripts and practice so they sound conversational. News anchors, Actors, Salespeople there's no difference.

In the end, knowing how to use your script will allow you to help more people, make more sales and make more money for yourself.

Today’s One Two Punch Use a Script to Increase sales Ways to subscribe to The K.O. Sales Coach

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Feedback

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No One Can Sell You Like You

Nobody can sell you on buying something better than you and that goes for your customer as well. When they get excited and want to buy, just stand back and get out of the way! What if you could structure your conversations in such a way that your customers actually sell themselves? That would be pretty cool right?

On today's show discover:

• ...how to keep your customers engaged;
• ...why you need to be careful what you ask for;
• ...how to focus your conversation in such a way that your customers practically sell themselves.

Subscribe to KO Sales Coach iTunes | Android | Email | RSS | More Subscribe Options

Leave a Rating and Review in iTunes Who's Doing All The Talking?

Despite what some people may think selling isn’t about “talking somebody into something” in fact most of the best salespeople in the world say very little. When you’re doing all the talking it’s likely your customer has simply tuned out and you’re sounding more and more like the teacher from Charlie Brown. On the flip side, when they’re doing most of the talking they’re engaged in the process. If the conversation is going one way they’re reinforcing a buying decision or, if it’s going another way, talking themselves out of it.

So let’s talk about how you can structure your next customer interaction so they’re engaged and focusing on the right stuff.

Engaging Conversation

Anytime you can get the customer talking you’re well on your way to a sale. But what about those people that just don’t want to talk, they don’t seem to open up? Well, there are people who don’t say much but if this is happening to you a lot it may be the way you’re phrasing your questions.

You know open ended questions are best when you’re working to engage a customer in conversation. But even if you start your question with a who,what,where,why, when, or how you may be closing the door on a conversation without even knowing it based on the way you end the question.

Here’s an example:

Agent: How are you sleeping at night, are you tossing and turning?

Customer: Yeah

This customer is not opening up but it’s not their fault. They’re simply answering the question they way it was asked. It started out as a fine open ended question but by ending it with “are you tossing and turning?” the customer was allowed to answer without going into detail.

The solution is easy just leave out the last part.

Agent: How are you sleeping at night?

Customer: Well, most nights I do ok but there are a few days during the week when I need to get up early and I just seem to toss and turn those nights. I think I’m anxious or nervous I’ll sleep through my alarm.

When you leave off the ending the customer is encouraged to share more information, information you can use to build value. Additionally, open ended questions like this encourage the customer to be an active participant in the process, they’re engaged and more likely to buy.

Asking open ended questions are essential for keeping your customer involved but you need to be sure you’re asking the right questions, and phrasing them the right way. Your goal is to keep the customer in a positive frame of mind that supports the buying process.

Be Careful What You Ask For

Remember that saying “be careful what you wish for?” well in sales it’s “be careful what you ask for”. You want the customer engaged in the conversation but you also want them focusing on the right stuff. Based on the questions you ask and more importantly the way you ask them you can guide your customer to a more positive and sales supporting conversation. For example: If you ask someone, "so what do you think?" Most of the time you’ll get a mixed response which will include some negatives.

When most people are asked this question they feel obligated to provide a balanced response, some good and some not so good. While your customer is thinking about the “not so good” and then saying it out loud, they’re in essence talking themselves out of the sale.

A better way to ask this question is “What did you like best about it?” In order to answer this question your customer has to review those aspects of your product or offer that were most appealing.  By explaining it to you they’re reinforcing the positive aspects and selling themselves.

Here’s another example:

When you ask “how does it feel to be missing out on family hikes” you bring up negative feelings your customer is currently experiencing. The question also doesn’t help link your product as a solution. Instead try asking “How will it feel to be able to go on hikes with your family again?” Now you’re triggering a positive emotion and linking your product as the solution and gateway to the life they want. Asking the right questions, phrased in the right way, can create positive reactions that reinforce your product as a solution.

Focusing on the Right Stuff

Finally, steer the conversation so your customer is telling you about their desired outcome. When you can get your customer talking about their hot button and how they want their life to be they’ll light up. The more they share the more they’re reinforcing a reason to buy.When you spend too much time asking questions about their problem customer’s can shut down. It’s less exciting to talk about problems it’s more exciting to talk about dreams.

I mean how much fun would it be to sit down and talk with someone about all the money you owe and all the bills you have to pay? Not something I’d be looking forward to.  But what if  that conversation was about how you would spend 20 million dollars if you hit the Mega Bucks? Now that would be a lot more fun, right!

So keep your customer engaged by:

• Keeping your questions open ended
• Phrasing questions so your customer is answering positively
• And steering the conversation toward their desired outcome

When they’re telling you what they like best and how it can change their life they’re selling themselves.

Today's One-Two Punch Guide your Conversations to Increase Sales Ways to subscribe to The K.O. Sales Coach

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6 Out of 10 Say No

When you’re in sales you’re going to hear the word “No” and you’re going to hear it a lot more than you hear “yes”.  In fact, if you’re great at sales 6 out of 10 people will turn you down. And to be great in sales you can’t let the no(s) you get, get you down.

On today's show discover:

• ...that there’s a positive side to every no;
• ...how to know what no means;
• ...and how curiosity can help you turn No(s) into Yes(s);

It's Easier to Say No

Most people find it easier to say no then to actually make a decision. For that reason, those of us in sales are used to hearing “no” far more frequently than we hear “yes”. In fact, studies show that the average customer says no about five times before they say yes. Now you could let those “nos” pile up on you and bring you down or you could recognize that every “no” is getting you that much closer to your next yes.

Unfortunately, there are a lot of missed sales opportunities because some people feel that no is the final answer. No is not the end of the road, no is where the sales process begins.

Think about it like this, if everyone said yes everything would be sold through vending machines and you might be out of work. True salesmanship starts when the customer says no. This is when you use your skills to first understand what no really means, then work to address it and if possible turn it into a yes.

What Does No Really Mean?

Let’s take a look at what it means when a customer says “no” because most of the time, in sales, "No" doesn’t mean "No".

It could mean:

• “I’m interested but I don’t see what’s in it for me yet?”  -or-
• “Based on what I know so far, the risk is far greater than the reward” -or-
• “There is a really important and specific thing I need your product to do for me and you haven’t shown me that” -or-
• “I can’t afford it right now” -or-
• “I don’t understand what you’re offering so I can’t yes to it”

Many times “no” simply means your customer doesn’t have enough information, hasn’t seen the value yet, or is confused about something you’re offering. In each case it’s easier for the customer to say “no” than to tell you they’re confused, need more information or don’t think the product is worth the price. Even when a customer says they can’t afford it, there’s a really good chance they just haven’t seen the value yet.

How Do You Turn a No Into a Yes?

It’s actually pretty simple; you just need to find out what information is missing and then fill in the gaps. The best way to find out what's missing is to ask good questions and be curious in your approach. You’re not trying to convince the customer to say yes, you’re trying to understand why they said no.  Remember “No” is not rejection, when you find out what’s missing and provide it you can turn a "no" into a "yes". Successful sales people do it all the time!

Example: Trying to Convince a Customer to Say Yes

Salesperson: “And you get everything for just $197.15. So where would you like me to send it?”

Customer: “Well, I don’t know. I’m going to have to talk to my wife about this first”

Salesperson: “Well you’re in charge of your own finances aren’t you or does she need to approve everything?”

Using this approach it's very unlikely that a customer will decide to say “yes". Even if they do, it’s not the kind of experience you want your customer to have. No one wants to feel bullied.

Example: Using a more Curious Approach

Salesperson:” I understand, now when you two talk what are the main points you’ll want to review with her?”

Customer: “ Everything you’ve told me about the product sounds great. I just want to be sure she’ll be able to make this everyday. It sounds like a lot of work to prepare and she has a very busy schedule.”

Salesperson: “I see, you know I can’t believe I forgot to share this with you before but you can make a bunch of this up ahead of time. So she would only need to prepare it once at the beginning of the week. It’s how a lot of my busy customers do it.” 

Customer: “Oh you can? Perfect, I think this will work out great then”

Getting Value when "No" Does Mean "No"

Even after all that you may get a no that really means no and that’s ok because there’s still something positive that can come from it.

When you get a “yes” in sales you get a check! But while there is no check for getting a no you do get something of value if you choose to take it. You get valuable experience and a chance to review what happened on the call. It’s an opportunity to think about what you can do differently next time.

It’s how anyone who is great got where they are today. They tried, failed, learned from it and tried again. It’s a simple formula but you have to be willing to take something away from every “no”.

While it can be tempting to blame something or someone else when you get a “no” there's no value in it. Rather, think about what you did, what you said, and what you could do differently next time. Review what worked well and what didn’t. When you gain something of value from a “no” it’s a positive experience.

Michael Jordan once said:

“I’ve failed over and over again in my life and that is why I succeed” - Michael Jordan

Today's One-Two Punch Learn from the No(s) you get today to get more Yes(s) tomorrow Ways to subscribe to The K.O. Sales Coach

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Go Out on a Limb

Most people associate risk with danger and when we’re in dangerous territory we’re uncomfortable. But there is an upside to taking calculated risks and being a little uncomfortable.

Take an apple tree for example...the fruit grows at the tips of the branches, not next to the trunk. You have to be willing to go out on a limb, where you might not feel comfortable to get the good fruit. For your sales life to be fruitful...you need to do the same thing...you need to get comfortable being uncomfortable.

On today's show discover:

• ...why it’s important for your sales career to embrace the uncomfortable;
• ...how to get past those things that might be holding you back;
• ...and why getting uncomfortable might be the best thing you’ve ever done for yourself.

We Love Our Comfort Zones

It’s human nature to move toward those things that are comfortable. We do love our comfort zones! But when you look at people who have found success whether in sales, sports, business or any aspect of life you see people that got outside their comfort zones and become comfortable with the idea of taking risks and trying new things. In fact, many of them are not only comfortable taking risks they actually thrive on it. Mark Zuckerberg, founder of Facebook once said

“The biggest risk is not taking any risk. In a world that’s changing really quickly, the only strategy that is guaranteed to fail is not taking any risks.”[1] - Mark Zuckerberg

When you’re not taking risks you can get “stuck” simply doing what’s comfortable and then you miss out. You don’t give yourself the chance to expand your horizons, improve yourself and ultimately realize all of the success you want. Avoiding the uncomfortable is perhaps the biggest limiting factor for most people.

What is Your Biggest Opportunity

So what does this mean for you and your sales career? The question to ask yourself is what part of the job is the part you struggle with the most, what do you avoid?

Chances are, that is your biggest opportunity for growth!

• Maybe you avoid calling prospects;
• Or asking for referrals;
• Perhaps you avoid talking with customers about their hot buttons;
• Or  you avoid using your sales script;
• You might avoid using your rebuttal process to overcome objections;

No matter what your biggest opportunity is; the first step is recognizing that avoiding it means you’re limiting your own potential. This all sounds so simple, and it is! So why do we avoid these things so much?

Unfounded Fears

Here are some common, unfounded fears people have when it comes to embracing the uncomfortable and trying something new.

You’re Not Good Enough

You fear you’re not good enough to do this new thing. This is illogical and (like most fears) not based on anything solid.

When you first learned to ride a bike you may have felt this fear. How many times do parents hear kids say “I can’t do it”. This translates to the adult world in phrases like “that doesn’t sound like me” or “I’m just not cut out to do that”, “I’m not a salesperson”.

Change your inner dialog from “I can’t do it” to “I can do it”

Fear of Making a Mistake

Many of us are afraid to make a mistake even though mistakes are necessary. It’s how we learn. When you learned to ride a bike you fell down and that taught you how to balance.

Fear of What Others Will think

Sometimes we’re so concerned about what others will think of us we avoid those uncomfortable situations all together. But we’ve all been there and your true friends will admire you for getting outside your comfort zone.

“Those Who Mind Don’t Matter, and Those Who Matter Don’t Mind” - Dr. Seuss

It’s Hard

A lot of new things are hard and usually the harder they are the more value they have (if they were easy everyone would be doing it!) Learn to enjoy the challenge and the satisfaction you get when you overcome it. Even learning to ride a bike is hard at first but once you master it, it’s as easy as....riding a bike!

How to Make the Uncomfortable Comfortable

Ultimately, the only way to get comfortable with something is to do it. It’s said that one of the biggest fears people have is public speaking.

If you want to get good at it you could:

• read any one of a thousand books on the subject,
• watch instructional videos,
• attend seminars;
• and study great motivational speakers.

But in the end, the only way to become a great public speaker is to get up in front of a group of people and speak. And...every time you do it it becomes more and more comfortable for you.

Here are a few other strategies that can help you embrace the uncomfortable.

Smile

Smile when it’s uncomfortable. Believe it or not if you can smile while you’re uncomfortable, you can learn to be happy with the feeling.

Take it One Step at a Time

Let’s say you’re uncomfortable asking hot button questions. Start by asking just one and see where the conversation goes. As soon as you feel comfortable asking every customer at least one hot button question, force yourself to ask everybody two.

Understand Your Fallback Position

Take a hard look in the mirror and ask yourself what do you do when things get uncomfortable? Where do you go? Now consider what happens if you don’t go there? If overcoming objections is uncomfortable for you perhaps your fall back is “ok well call us back when you’re ready”

So why do you say that instead of using your rebuttal process?

• It’s easier
• It’s more comfortable
• It’s not as risky

But what happens if you simply read a rebuttal script instead? What’s the worst thing that can happen? They just say no again right? But what if...they say “yes”? And do you think if you started reading your rebuttal script every time, you would get better at it? And do you think as you got better more people would say yes?

Just Do It

There is no wading into uncomfortable waters...you have to dive in head first and go for it and realize that If you feel uncomfortable, you’re doing something right and you’re growing and getting better.

Conclusion

Remember:

• Identify those places in your sales career, process and customer interactions that are uncomfortable (they are your biggest opportunities)
• Overcome unfounded fears
• And just do it.....

I want to challenge you today to do that thing that makes you uncomfortable in your sales process. At worst, you’ll fail and learn a valuable lesson. At best, you’ll succeed and be on your way to bigger and brighter things!

Today’s One Two Punch     Get Comfortable being Uncomfortable

Body Language is a Powerful Form of Communication

I’m sure you’ve heard that the majority of your communication comes in the form of body language. If you google it you’ll find it’s between 70 and 90% (although 65% of the statistics you find on the web are only 29% accurate). Whatever the number is, a lot of communication takes place in the form of body language.

On today's show discover:

• ... 5 simple ways to improve your body language;
• .. and how these changes can help you feel more confident, more happy and communicate better even over the phone!

Subscribe to KO Sales Coach iTunes | Android | Email | RSS | More Subscribe Options

Leave a Rating and Review in iTunes Body Language on the Phone

When it comes to communication it’s not just about the words you use. You could be giving the best sales presentation of your life but if your tone of voice and body language aren’t in sync with the words you’re saying the whole thing can fall apart. So if I sell over the phone I should skip this episode right? Nope! Even though your customer can’t see your body language they can hear it’s influence.

Whether you’re happy, sad, angry or excited people can generally see it in your face. The changes in your face influence your tone of voice and believe it or not there are a lot of muscles in your face. In fact, you have more muscles from your shoulders up than from your shoulders down! The rest of your body comes into play too. In fact, there has actually been research done showing that the way you sit and stand can cause biological changes in your body that influence how you feel!

Your Body Language Can Change How You Feel

Psychologist Amy Cuddy researched  "power poses." and talks about her findings in her Ted Talk "Your Body Language Shapes Who You Are” (see the video below).  According to her research, assuming a powerful pose in a high-stress situation demanding peak performance increases your level of testosterone (the dominance hormone), and decreases cortisol (a stress hormone). So, changing the way you stand and sit can actually help you feel more confident and less stressed (a great way to feel while engaging with customers!)

Five Ways to Improve Your Body Language on The Phone 1 -Stand up Straight

When you’re slouching and hunched over it makes an impression. (even when you’re on the phone). Sitting and slouching impacts your air-way and that can change the tone of your voice. If you can stand up while you’re on the phone do it! You’ll feel more confident and energized and your customer will hear it in your voice. If you have to sit, remember what you’re mother told you and sit up straight!

2 - Mirror Your Customer

By matching your customer’s speed you make a stronger connection. If you’re talking too fast it feels uncomfortable and they might feel pressured. If you talk to slow it’s also uncomfortable and they might feel you’re talking down to them. It’s important to remember that mirroring is not about copying the customer, it’s about adopting a subtle change in your communication style that matches their style.

For more on the power of mirroring your customer check out episode 21 at KOSalesCoach.net/21

3 - Make Eye Contact

Your eyes send powerful messages. They let others know you’re paying attention, and that what they’re saying is important...but what if you’re talking on the phone, I mean most of us aren’t video conferencing? Believe it or not eye contact and maintaining focus is even more important when you’re on the phone. When you’re on the phone and not focused it’s easy to get visually distracted by something else and miss critical things your customer is saying.

To be a good listener it’s important to stay focused and limit distractions. You might keep your eyes on your notes, computer or phone.  I’ve even seen some people close their eyes when they’re talking on the phone to help maintain focus and listen carefully. Even if your customer can’t see you they can tell when you’re not paying attention.

4 - Uncross Your Arms and Legs

When you cross your arms and legs it can be a sign that you’re closed off and feeling defensive. It’s the opposite of the power pose and because your actions can influence how you feel a less confident or defensive tone can creep into your side of the conversation. Your customer is less likely to be confident and buy if you sound defensive or unsure. So maintain an open posture to feel and sound confident.

5- Smile

We talked about how facial muscles impact your tone and when you’re smiling people can hear it! For most people shopping is a pleasurable experience and they want to talk with a happy salesperson. Who wants to rush over and talk to a grouch? But what if you don’t feel happy? Well, it turns out that putting a smile on your face could change that too. Researchers at Cardiff University[1] found that people who smile, even if they don’t feel happy at first, can make themselves feel a lot happier.

So keep a smile on your face while you’re talking on the phone, make the selling experience a positive one and get a little happier at the same time.

Summary

So there you have 5 simple things you can do to improve your body language and your communication on the phone.

Remember to:

1. Stand up straight
2. Mirror Your Customer
3. Make Eye Contact (to be a better listener)
4. Uncross Your Arms and Legs
5. Keep a Smile on Your Face

Today’s One Two Punch Improve Your Body Language and Communicate Better on the Phone