KO Sales Coach

Momentum in Sales

Momentum is a fascinating thing and you hear about it a lot in sports. "They're on a winning streak, they've got momentum". Now you might not hear about it as much in sales but it's there. The question is how do you make it and more importantly how do you take advantage of it?

On today's show discover:

• ... how to build momentum;
• ... how to sustain it,
• ... how to use momentum during your sale to maximize your opportunities.

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A long time ago people used to pump water directly out of the ground. Maybe you've seen those pumps I'm talking about. They had a long heavy handle on one side and a spout on the other side.

To get the water you had to pump the handle and draw the water up from way down below and it took a lot of effort. Actually it was kind of ironic because in order to get the water to cool yourself down, you had to work up a real sweat to pump it out of the ground.

So there you are out in the hot sun, thirsty and sweaty pushing the handle down with all your might and then with two hands pulling it up as hard as you could. It was hard but if you kept at it you would eventually see a little trickle of water which would slowly become a stream of running water. Then something really interesting would happen, once you got the water to the top and it started flowing it took hardly any effort at all to maintain.

That's what it's like to build sales momentum. It can be hard at first but once you get it rolling it's easy to keep up with.

How do You Build Momentum The First Step:

Building momentum starts with small steps. Seemingly insignificant things that are happening all the time. All you need to do is recognize them and build on them. Even if your last interaction wasn't a sale look at what went well and do it again. Celebrate little wins and keep going. Momentum has to start somewhere so recognize your starting place and get going.

Momentum Requires Action:

Now that you're underway take some deliberate actions to build even more momentum. Building momentum in sales means doing things today that will pay off tomorrow. Just like the water pump, you may need to sweat some more before you get a pay off. Prepare by reviewing your sales scripts and practicing. Review your product knowledge, customer testimonials, and attend trainings. These are just some of the activities and actions that will build your confidence, your belief and momentum.

Move Forward

In order to build momentum you need to set goals that move you forward and give you an incentive to keep going. Many times, after a good month, week or weekend the tendency is to sit back and relax but doing that can kill your momentum and make it harder to get going again. Take time to celebrate your great success and then set your next goal. Set the goal a little higher and go for it. Setting your next goal on the heels of a success can keep you in a winning frame of mind and motivated to do more!

How do you maintain momentum? Focus on the Customer

If you want to hit your goals and get bigger commission checks don't focus on your goals and bigger commission checks. Focus on helping your customer. Give them your undivided attention and help them solve their problem. You'll feel great and everything else will fall into place! Salespeople who spend most of their time focusing on their own needs tend to push customers away.

It's ok to take a "little" break

You can't push constantly or you'll burn-out. So taking a little break every now and then to refresh and re-energize makes sense. The key (and what the sales pros know) is not to "rest" too long.

Imagine you're on a bicycle at the bottom of a hill. It takes a lot of effort to start from zero and continued effort to climb to the top but now you have a nice downhill ride before the next hill. It's ok to coast a little but you don't want to lose your momentum. So you coast a little to rest your muscles and then part way down you start pedaling again and that makes the next climb easier than the first. Be sure to build in "little" breaks but then start pedaling again to maintain your momentum.

Remember How You Got Going in the First Place

Keep doing all the things that got you started. Like the pump they'll be easier now that you've got momentum. Look back at your success, set goals and prepare by reviewing your products, training and testimonials.

How do You use Momentum to your Advantage During the Sale.

So now that you've built some great momentum for yourself let's shift our focus to the momentum you build in your sales interactions.

Obviously, each new customer interaction starts at zero and you have to build your momentum from scratch. You make a connection, build some rapport and have a conversation. You listen and learn what your customer needs and they begin to develop trust in you.

Great....momentum.

Then you transition to explaining how your product will help them solve their issue. You're excited, they're excited and the momentum is building. You explain your offer, give them the price and ask for the sale.

When they say yes many salespeople begin to coast but the pros know to ride the momentum. Saying yes to your main offer is the hard part but now saying yes to a complimentary product, rush service, an autoship program or even a referral is easy. All you need to do is ride the wave and ask.

But what if they say No to your main offer? Doesn't that kill the momentum? Not if you let it.

Sometimes I hear salespeople, who have been on a first name basis with their customer, suddenly switch and start referring to them as "sir" or "mam" if they object....and this can kill momentum. Instead use the momentum you built earlier in the call, you're on a first name basis, use that to keep it personal, maintain excitement and revisit key points.

So momentum really makes your job much easier. It takes some effort to get going but once you're in momentum it's easy to maintain and can take you to amazing places in your sales career!

Today's One Two Punch Maintain Momentum to Achieve Great Success

No One Can Afford It

Have you ever had one of those days where it seems like every customer has a problem with the price? It's like all of a sudden no one can afford it. It's a nightmare! Did all the customers get together and conspire to make your job harder or is it possible there's something you're doing? What if you could sell something people would pay anything for? That would make it a lot easier right?

On today's show discover:

• ... how to find out what's priceless to your customer;
• ... how to position your product so your customer wants to have it at any price;
• ... how to stop selling your product and start selling the dream!

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Leave a Rating and Review in iTunes Focus on The Product?

I thought the best way to sell something was to tell the customer how awesome the product is...isn't that what it takes? Not really, just hearing how great a product is isn't enough. Contrary to popular belief your customer isn't buying your product they're buying what your product will do for them.

It helps them sleep, relieves pain or helps them lose weight. Ok that's pretty good but still not priceless. Depending on the price many people would simply maintain status quo. $100.00 to sleep better? ...No thanks....

But what if you could sell the dream....something they would pay any amount to get?

Focus on the Dream

So what are these "dreams"? Well, they're different for everyone. Maybe it's being able to walk again, or being independent, maybe it's spending more time with their children, or getting a promotion, reconnecting with their husband....dreams are as unique and varied as the customers who have them.

Dreams are where your customer wants to go....what they want more than anything and as you may have guessed there is an emotional attachment. That's what makes them priceless. $100 to keep my job and get that promotion? Sign me up!

So the dream can change everything

• ...it's not about getting relief from elbow pain, it's about being able to play tennis again.
• ...it's not the sleep, it's getting ahead at work.
• ...it's not losing the weight, it's regaining confidence and finding the love of your life.

Here's the best part, once you know what their dream is you simply show how your product helps them get it. I mean your price is totally within the "I would pay anything" range, right?

It's about the Conversation

But how do you get a total stranger to tell you what their dream is? It comes down to having a conversation which starts with rapport and a connection. As you ask questions to understand their needs (like pain) you listen actively and communicate empathy. You find out how the feel and ask them to elaborate. You start to understand how they want their life to be and why it's so important to them.

It might sound something like this (after establishing a connection and rapport):

Sls: What brought you in today?

Cust: My elbow hurts and it sounds like your product could make it feel better.

Sls: Sorry to hear about your elbow, I'm sure I can help. How long has it been hurting?

Cust: Almost a year now

Sls: I see, that's a long time to have to put up with pain like that. It must be frustrating for you.

Cust: Yes, it is frustrating.

Sls: What else have you tried to relieve the pain?

Cust: Mostly over the counter stuff. It seems to work initially but the pain always comes back.

Sls: So you're looking for something that will relieve the pain and help resolve the root cause too.

Cust: Yes

Sls: Now, what's become more difficult for you since you've started dealing with this elbow pain?

Cst: You know, just the usual stuff,

Sls: I bet it affects a lot of things. If you woke up tomorrow and the pain was going what would be the first thing you'd want to do?

Cst: Play tennis for sure.

Sls: Ok great! So you're a tennis player....tell me more about that.

Cst: Well, I just love the game, my dad taught it to me when I was young and it changed my life, helped me get into college and I even met my wife at a Tennis club. Before I started dealing with this elbow pain I used to volunteer downtown working with kids and helping them learn the game too. It made me feel like I was making a difference you know? They even used to call me Tony the Tennis Teacher... I really miss it a lot.

Sls: Wow, it sounds like you must be a great teacher. It must be so rewarding to make a connection and a difference like that. How would it feel to be able to get back on the tennis courts and start working with the kids again?

Cst: It would be incredible....I really miss it a lot.

So in a relatively short time you know that playing tennis is the dream. It's emotional because he feels like he's able to share a gift his dad gave him with others and make a difference.

Now your job just got a lot easier. All you need to do is explain how your product can help relieve his elbow pain and allow him to get back on the courts teaching tennis to his kids. Afterall, he'd give anything to be able to be Tony the Tennis Teacher again.

Now he's buying the dream...and because it's priceless your chances of closing go way up!

Every customer you talk to has a dream and it's up to you to find it. Does it take a little more time than just explaining how awesome your product is? Yes, but you'll close more sales and stop dealing with so many price concerns.

Today's one two punch Sell the dream and price won't be an issue Ways to subscribe to The K.O. Sales Coach

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So Simple Yet Overlooked

It's one of the easiest yet most overlooked steps in sales and leaving it out could be costing you thousands of dollars in commission each year.

On today's show discover:

• ... the best way to keep your customer in an agreeable state of mind;
• ... how to maintain and strengthen rapport even when your customer disagrees;
• ... how to avoid contradicting yourself and successfully overcome more objections.

Objections are a normal part of the sales process and when they're handled well they're an opportunity to strengthen rapport and build value. However if you handle them poorly everything can go south FAST!

The most important part of the rebuttal process is the agree step and there are three main reasons why:

1. Agreeing with your customer helps reassure them that you're on their side and working toward a mutually beneficial outcome.
2. It acknowledges that their viewpoint matters and tells them you respect what they think, feel and value.
3. It let's them know you heard what they had to say and can relate.

When you practice the "agree" step it can make your customer more "agreeable"

Now, years ago we used to call this step AGREE but more recently I've heard it referred to as Acknowledge or even Align. The psychology is the same but the reason many have moved away from using the word "Agree" is some were agreeing too well.

For example: If you're customer says It's too expensive and you say "Yes, it is too expensive" you've agreed too well. You don't want to validate their concern but you do want to acknowledge what they said. Something simple like "I understand", or "I hear what you're saying" works perfectly.

Now, it's important that your agreement seems sincere. If you're just saying "I understand" over and over again it won't seem like you really do understand. So be sure to vary the phrases you use.

Be Careful Not to Contradict Yourself

Now once you've master a sincere "agree or acknowledgment" it's important that you don't contradict yourself. I mean can you imagine saying something like "I understand but I'm not sure what you mean" you'd never do that right?

Well believe it or not that happens all the time because of the word "But" But contradicts what you just said. It's like saying "I understand but I really don't." The best rule of thumb is to simply "but out" or leave the "but" out. You may be saying BUT It's such a small word is it really that important? Well you decide, here are three examples.

Example 1

A customer says: "It sounds good but I need to think it over"

And you hear a salesperson say: "but when we first started talking you told me how difficult things had become for you since the car accident....."

Totally sounds like the beginning of an argument, doesn't it?. The customer's probably thinking how he's going to respond rather than really listening to what the salesperson is saying.

Example 2

So let's rewind and try that again... same customer...different salesperson

"It sounds good but I need to think it over"

Now our new salesperson says "I understand, but when we first started talking you told me how difficult things had become for you since the car accident....." Do you hear how the "but" seems to say....even though I said I understand I really don't? It's subtle and it contradicts the initial acknowledgment.

Example 3

Ok one last time...

It sounds good but I need to think it over

"I understand, when we first started talking you told me how difficult things had become for you since the car accident....."

Much better....you acknowledge the customer "I understand" and by leaving the But out....you don't contradict yourself and the customer is more likely to really listen to what you have to say.

How to Agree

So what are some good ways to "agree" with your customer. Here are a few that seem to work well. (remember when "agree-ing" less is more)

• I understand
• I see
• I hear you
• I know how you feel
• I get what you're saying
• That makes sense

The key is to acknowledge what you're customer is saying without agreeing to well and don't forget to leave out the buts.

When you approach objections first with the agree step you'll find customers are more agreeable, more likely to listen to your rebuttal and more likely to buy

Today's one two punch Agree to Make More Sales

Do you remember when you learned to drive a car? For most of us it was a big deal! There were a lot of details to learn, and skills to develop. New drivers need to spend time developing good habits in order to be safe.

• Signal when you turn,
• look both ways before you pull out,
• check your rearview mirror and side mirrors regularly.

It's the same in sales...there's a lot to learn and over time you develop habits (good or bad) that become so ingrained you may not even realize what you're doing.

I mean, have you ever driven all the way home and realized you don't remember details about the trip? (I know kind of scary but that's an example of how ingrained habits can be)

On today's show discover:

• ...why it's important to develop good habits in sales;
• ...and seven easy steps to master any new sales habit.

Habits are those funny little quirky things we all do without even thinking about it,

Good habits are the foundation of success

When you compare top salespeople to everyone else one of the most interesting things you'll find is that they do all the basics just a little bit better. They've developed specific habits that have become so ingrained they almost don't even think about 'em anymore.

I listen to a lot of sales calls. Generally, when it's a top performer I almost can't tell one call from the next because they're so consistent with their approach. Their foundation is so solid that when the face something out of the ordinary they can put all of their attention on it and not have to overthink the fundamentals.

Think about the car example again. As an experienced driver, who over the years has developed good driving habits, you're able to react to a pothole in the road without having to consciously think about all the different things you need to do to get around it.

On the other hand, salespeople that are struggling are often the complete opposite, doing something a little different here , not quite the same way there, taking short cuts in the sales process and without solid habits to rely on they often struggle where top salespeople don't.

So what are these habits and how do you develop them?

Here are just a few habits I hear when I listen to top salespeople that help them succeed:

• They stay on the sales process
• They phrase questions that keep the customer involved
• The listen actively
• They communicate sincere empathy
• They set goals

Of course, experience is an excellent way to develop habits and we all do it. You try something, it doesn't work and you try something else. Fortunately, you have coaches, trainers, and mentors who can help shortcut that process and teach you what works based on the experience of others. That's a great time saver but it's up to you to listen to what they have to say, trust the process and develop the habit for yourself.

7 Easy Steps to Develop Sales Habits

Here are seven easy steps you can use today to develop any new skill into a habit.

1. Determine what will have the biggest impact on your success. Start at the top of the sales process and work your way down. Look for an area that you're either weak in or you feel uncomfortable with. Because the sales process builds on itself starting at the top will have the biggest impact on your overall success.
2. Focus on One Thing at a Time. Multi-tasking is a myth. In fact Psychologists who study what happens to cognition when people try to perform more than one task at a time have found that the mind and brain were not designed for heavy-duty multitasking. It's simply too hard to improve several things at the same time. The better approach is to pick one, put all your energy into that, build the habit, and then move on to the next one.
3. Stay with it for at least 30 days....and by the way that's not an exact number but it's a pretty good goal. No one really know's how long it takes to develop a habit but Maxwell Maltz made a pretty good stab at it. He was a plastic surgeon in the 1950s and began noticing a strange pattern with his patients. When he would perform an operation — like a nose job, he found that it would take the patient about 21 days to get used to seeing their new face. He saw this same time line repeated with other patients who had amputations and even noticed it in himself. He eventually surmised that it requires a minimum of 21 days to form a new habit. So 30 is a rough estimate it may take longer for some shorter for others but when you make a commitment to practice a new behavior consistently for 30 days it's likely you'll be successful in forming a new habit.
4. Attach Your New Habit to One You Already Have - If you can link a new habit to one you already have it makes it that much easier to develop. Let's say you always greet your customers the exact same way and you want to work on building more rapport. If you attach a rapport question like "So, where you calling from?" to your habitual greeting you're more likely to make it a habit.
5. Set small milestones - Having small milestones is a great way to gain some confidence and stay inspired to carry on. While it's important to have a long term goal don't forget to set yourself up for success along the way.
6. Hold Yourself Accountable - Stay accountable to yourself and remember why you want to work on this. Perhaps you want to make more money, help more people or get a promotion. Whatever your reasons keep them in mind to help you keep going when things get tough.
7. Reward Yourself Provide rewards and incentives along the way, be creative and put together meaningful rewards for accomplishing milestones. Research shows that rewards that are personal to you do in fact help you stay motivated and establish long-term habits.

If you're interested in becoming a top performer, making some extra money or advancing your sales career developing good habits now will set you on the path for greatness.

Today's One Two Punch Good habits equal great sales!

Are You Sold?

You spend all day helping educate your customers so they believe your product will help them...but are you sold? Do you believe?

On today's show discover:

• ...why it's so important to believe in what you're selling;
• ...three ideas for strengthening your belief in your product and
• ... three ideas for strengthening your belief in yourself.

Risky Business

You're going to the movies and you're really looking forward to it but there's a risk. What if you buy that expensive movie ticket and the movie isn't good?

After the movie you decide to take your date to dinner and you head to a new restaurant in town. You look over the menu to decide what you want and this is risky too. What if you don't like the entree you select?

When you're engaged in the buying process there can be an element of risk and the more risky it seems the less likely you'll buy. As a salesperson you can either increase this feeling of risk or decrease it and a lot of that has to do with your belief in your product and yourself.

Back to the restaurant....you're considering the Chicken Alfredo. So you ask the waiter for their opinion.

"Yes, I'm thinking about trying the Chicken Alfredo, is it good?"

Waiter A ( Alan): "Yes it is, you'll probably like it."

Now, let's try it again with a different response.

Waiter B (Bruce) : "It's fantastic, if you like Chicken Alfredo...you're going to love this!"

So based on the way they answered who would you say has more belief in the product? Alan or Bruce? The funny thing is if you asked both of them they'd tell you they believe in the product but clearly Bruce has a stronger belief and it comes across in the way he communicates. I'll bet Bruce also sells more Chicken Alfredo.

When you don't believe; people can tell and when they sense you're not sure....they're less likely to buy.

You Can Hear Disbelief

Salespeople who don't believe often say things like "it's 164.60 and that breaks down to less than a dollar a day." This tells customers you don't think it's worth the price otherwise why would you be trying to justify it by breaking it down into smaller pieces? When you believe in your product there's no need to "breakdown" your price. "It's just 164.60"

How about this one? "If it doesn't work, just return it" only someone who isn't sure about their product would say this. Sounds like it might not work. Remember if you doubt it, your customer will doubt it.

When you have belief in your product you say things like "I'm so confident this is going to workout for you, I back it with a 30 day money back guarantee"

Here's another one "Does this sound like something you might want to do?" Saying "might" makes this sound weak...it's almost like saying "most people I talk to don't want to do this but I thought maybe you would be different, so do you think you might want to try it?"

Having belief in your product makes it much easier to ask for the sale assumptively. "Where would you like me to send your new XYZ, Tim?"

Three Ideas for Strengthening Belief in Your Product

1. The first thing to do is read testimonials. Reading about other people who've had success is a great way to reinforce how your product helps improve people's lives! (I'd suggest reading a different testimonial everyday).
2. Next, do some research and find out what makes your product different and better than other options. While you never want to talk bad about the competition knowing how your's is different can help strengthen your belief.
3. Finally, use the product yourself and get first hand experience. Nothing works better to build your belief than first hand experience.

Three Ideas for Strengthening Belief in Yourself

1. Keep track of your successes. When you have a great sale or a customer compliments you jot it down somewhere. Keep a little "I'm great journal". Reviewing nice things people have said about you; or reliving big successes you've had, can really boost your confidence.
2. Start everyday by thanking someone. It's amazing how your outlook can change when you start each day thanking someone else. When you express gratitude to those around you it can clear your mind and help you feel much better about yourself too! Also, when you take the time to notice what somebody else is doing and you congratulate them, you'll suddenly find yourself being more aware of all the things you do well!
3. Set Goals: Set some goals you know you can accomplish early in the week. Success breeds success so setting goals you can accomplish early can boost your confidence big time! While you should still have long term goals these short term goals work to keep you moving forward with confidence!

Conclusion:

Taking time everyday to strengthen your belief can go a long way toward reducing your customer's feeling of risk and increasing your sales success!

Today's One Two Punch Strengthen Your Belief for More Success 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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Keep Your Sales in Good Health

For true long term sales success you need to keep your process healthy but just like in real-life, sometimes you find yourself "under the weather".

On today's show discover:

• ... common issues that can leave your best efforts weak and tired;
• ... and proven remedies to get back on your game and your sales back to good health

Common Afflictions Tip of the Iceberg Syndrome

It's easy to come down with this syndrome if you're not careful....(heck it's even been responsible for sinking big ships!) As salespeople we sometimes have a tendency to place too much emphasis on the first thing our customers tell us.

Sure, sometimes that, is in fact, the most important thing but not always. Many times there's more below the surface, pain points that are even more important to your customer. When you latch on to the first thing they say without investigating further you might end up solving a low-priority problem and miss the sale altogether.

The best way to steer clear of "Tip of the Iceberg Syndrome" is to learn as much as you can about your customer. Ask good open ended questions and be curious. Through the discovery process you'll be able to assess your customer's highest priority and build strong value in your product, as a result.

Discount Fever

If your sales aren't as healthy as you like you may be running a discount fever! In our fast paced society we all want it now and this desire not to wait can cause discount fever. You have sales goals and the end of the month, week, or quarter is coming up fast! Sometimes the pressure can cause you to offer a discount to try to close the sale faster.

The idea is based on the fact that given a choice most people would take $20.00 today rather than wait 15 days and get $30.00 instead. Even though there is more value in waiting.

Discount Fever strikes when you start discounting to close now rather than nurturing the relationship for a bigger pay-off later. When the fever is really bad your customers can tell too because you seem desperate and appear to have little confidence. (it's not you....it's the fever!)

Another place where discount fever can ruin the health of your sales efforts is in rebutting objections. When you have the fever you're apt to skip steps in the process and go right to your down-sell.

Instead, trust the process and move through your rebuttals to revisit and address concerns, build value and close. You'll absolutely close more sales and generate higher volume while providing a better value to your customer at the same time.

Assumption-itis

Assumption-itis is a swelling of your....assumptions and you know what happens when you assume! Symptoms of assumption-itis are easily seen in salespeople who are asking leading questions. Why are they asking leading questions....because they assume they already know what the issues are.

"So you must not be sleeping very well at night, right? Like tossing and turning, because of the stress?"

" I bet you're having a hard time concentrating at work because of this situation, right?"

"What prompted your call today, is it pain, or sleep or stress?"

Rather than ask a leading question and assuming you know what's going on, keep your questions open ended. Open ended questions and an open mind help cure Assumption-itis.

"How are you sleeping at night?"

"How has this affected your work?

"What prompted you to call today?"

Conclusion

So those are just 3 difficulties that can plague your sales effort and all three can be cured when you follow basic principles of the sales process.

Remember to keep your sales in tip top shape:

• Avoid "Tip of the IceBerg Syndrome" by asking plenty of questions and by being curious to find out what's really going on with your customer...it might not be the first thing they say.
• Fight Off discount fever by building value rather than trying to close using a discounting strategy.
• And..to reduce assumption-itis avoid leading questions, keep an open mind and keep your questions open too!

Today's One-Two Punch Follow the Sales Process and Keep your Sales Healthy 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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• Click here to subscribe via RSS
• Click here to subscribe via Stitcher

Feedback

We want to hear from you! Ask questions, make comments, and share your, tips and opinions. Let your voice be heard!

• Email: [email protected]

Use our SpeakPipe Page! to send a FREE voice-mail right from your computer, tablet or phone!

Unsubstantiated Claims

James has a customer who's on the fence and he knows his product will really help he just needs to convince them to say yes so he says... "look I know this is an important decision for you but I guarantee if you give this a try you're going to lose that 10 pounds."

So what do you think? Did James go to far? Yes he did. That's a claim and not only is it illegal it doesn't help as much as you might think.

On today's show discover:

• ...how exaggerating product claims can hurt your sales;
• ... if it's ok to tell a customer you don't know;
• ... why it's always better to tell the truth.

It's Too Good To Be True

You've seen those "as seen on TV" products that guarantee defined abs by just sitting on the couch, right? You aren't fooled because you know if it sounds too good to be true it probably is.Your customers know that too. They understand there is no magic bullet and no matter how good your product is, it won't provide the same results for everyone who uses it, every-time.

When you exaggerate claims about your product and make it sound too good to be true....it works against you, not for you. Oh, and remember all that rapport and trust you worked so hard to establish at the beginning? Well that's all gone now in an instant!

The question is do you need to make the claim in the first place? What if you said this instead:

"Tim, I know this is a big decision for you and I'm confident you're going to see results so confident, I'll even back your purchase with a 30 day money back guarantee. That way you can try it and see for yourself."

It's more compelling because you're communicating confidence and most of all Tim gets to see the results for himself. There's no promise of results but you're confident. It's a big difference.

So making unfounded claims have some serious consequences:

• They can weaken your rapport;
• They can ruin trust;
• They can cost you sales.

Setting False Expectations

What if you make a claim and the customer buys it? It didn't work against you then, right? Well here's the other problem with claims. Claims set an expectation and if you're product doesn't meet that expectation you'll have an unhappy customer and possibly a return.

So claims work against you before the sale (because they sound too good to be true) and after the sale because they set an unrealistic expectation.

Here are a few other ways that stretching the truth can lead to unwanted consequences in sales.

When you tell someone something has never happened before or always works like this it can be hard to believe. "I've never had someone who didn't like the taste?" "People always experience pain relief within the first 5 minutes." When you're the customer it's hard to believe that you're the first person in history who didn't like the taste or didn't experience results.

You Don't Need to Know Everything

Finally, there's a misconception that customers expect salespeople to know everything about their product or service. While it is important to be knowledgeable, it's not always possible to know everything about your product.

The good news is that customers would much rather hear "You know, that's a great question and I'm not sure. Let me check on that for you." instead of some "bad" information that you just made up on the spot.

We talk a lot about trust and value in sales. When you're straight forward with your customer about what to expect from your product and provide them with good factual information...they'll trust you and see more value in what you're offering.

Today's One-Two Punch Tell the Truth and Avoid Consequences Ways to subscribe to The K.O. Sales Coach

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Prejudging

Remember how Spiderman had that ability to sense when something was wrong...you know his "spider senses were tingling". Would that be handy in sales? Sure, but few salespeople (despite what you may have heard) actually have superpowers. Sometimes we think we have have "spider senses" when it comes to whether our customer is going to buy or not but relying on a superpower you don't have, could cause you to miss big sales and big opportunities.

On today's show discover:

• ... you really don't have spider senses (at least not when it comes to sales);
• ... why focusing on "NO" is a good way to go;
• ... the simple technique top salespeople use to earn big commissions!

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Sales is full of surprises! Like when you're working with someone you thought for certain wasn't going to buy and then all of a sudden they say "I'll take it"

If you've been in sales for any length of time, chances are really good this has happened to you. It's still a surprise because it doesn't happen that much. Most of the time when you think someone isn't going to buy, you're spot on, right?

Prejudging Costs Money

You know prejudging customers is something that has probably resulted in hundreds of thousands of miss-opportunities. Have you ever said "I knew she wasn't going to buy" (don't worry we've all said it before) but the question is did your pre-conceived opinion influence what you did? Did she not buy because of the way you approached the sale? ... and for that matter would you rather be

• right and poor or
• wrong and rich?

You know we sometimes think we can tell if our customer is going to buy and we use things like, they way someone talks, the questions they ask, the way they look and even where they live (none of which is an accurate indicator of someone's desire to purchase a product)

When you approach a customer thinking they aren't going to buy it influences what you do. You don't take as much time, you skip steps, you go right to the close. It can even impact the tone of your voice and how you come across. And what happens? The customers who weren't going to buy won't and some of the customers that were going to buy won't....but you'll be right...they weren't going to buy anyway... (just hard to make that car payment being right).

But what if you approached every customer as if they were going to buy? How would that change things? You wouldn't cut corners, you'd have a more enthusiastic tone in your voice and you'd be friendly. And the customers that were going to buy will buy and some of the customers that weren't going to buy, will buy too!

A True Story

Boyd was a salesman at a local Chevy dealership. He was sitting at his desk finishing up some paperwork when he noticed a Blind man in the showroom with his seeing-eye dog.

He also noticed that all the other salespeople were ignoring him and he thought to himself "he must be lost". So he went up and asked the blind man if he needed any help. The blind- man (Roger) said yes, and told Boyd he was looking to buy a truck.

Boyd's first though was "this guy must be messing with me, but I'll play along." "What type of truck are you looking for Roger?"

"I want a Black Silverado LTZ with Navigation and the works."

Again, Boyd was skeptical but kept playing along. "Sounds great Roger, who is the truck for?"

"It's for me"

"Roger, I don't mean to be rude but you're blind. How could you drive a truck?"

"Oh, well my son has a hardship license and chauffeurs me around."

In the end, Roger bought a $43,000 dollar truck right on the spot. Boyd was thrilled! The other salespeople were kicking themselves for listening to their "spider senses" and ignoring a blind man shopping for a car.

Going for No

But can your spider senses hurt you even after the customer says yes? Yes!

After your customer says "Yes" to your main offer your next job is to Go for the No. What? Why should a salesperson EVER go for the no?

Well here's a quick story from the book Go for No! Yes is the Destination, No is How You Get There by Richard Fenton that explains it.

A new salesman just made a huge sale over $1000.00 in clothes to one customer. He was really excited because his District Manager was visiting the store and he was sure he'd get some kudos and "atta boys" out of it.

Sure enough the DM came over and congratulated him on a fine sale and shook his hand. Then he asked "What did the customer say no to?" The salesman said... "nothing he wanted all of it." "I understand, said the DM but at what point did he say, no?" Slowly, the salesman understood that he was the one who had ended the shopping spree not the customer. Perhaps the customer would've purchased more.

Sometimes we let our own biases get in the way of opportunity. For the salesman spending $1000 on clothing was the max he would ever spend but the customer may have a $5000 limit.

Turn Off Your Spider Sense While You're on The Sales Floor

We've talked a lot about money in this episode and of course sales is about helping your customer solve a problem but none of us can afford to do that for free. The point is, when you prejudge a customer and assume they aren't going to buy, you can't help them and you make no money. It's a lose, lose situation. And if you impose your spending limit on your customer you take away their opportunity for another product or service and limit the money you make.

The pros know to treat every customer as if they are going to buy and once the say yes Pros "Go for the NO" and continue offering helpful products and services until the customer decides they have everything they need.

Today's One Two Punch Treat Every Customer Like They're Going to Buy

Communication and Human Interaction

Sales is all about communication and human interaction. When we buy something we need details and we need to know how we'll benefit so we can make an informed decision. We want to get that information from someone we like and trust and much of that decision comes down to communication.

On today's show discover:

• ...why it's important to thoughtfully select words and phrases that support your customer interaction;
• ...how selecting the right words and style of communication helps you establish rapport and move toward a sale.

Formal or Casual?

The language, phrases and words you use can help you make the sale or cause you to talk your customer out of it. Sometimes there are really subtle differences that have a big impact on the outcome.

To make a connection with your customer and build rapport the best interactions are professional but informal. It helps you build rapport, and make a more human connection. It's not like you're a police officer investigating a crime or anything...."just the facts mam". It's about being on a first name basis with your customer (whenever possible).

When it's too formal it may seem like you're just in it to make a sale. When it's more casual you can more effectively communicate your genuine desire to help solve your customer's problem. You seem more...human.

So how does your language play in? Well, remember it's professional so you're not going to use words like "dude" or "buddy" but it's informal and comfortable so you want to use first names.

It's just Bill and Ted talking about a product. It's not Mr. Salesman and Mr. Customer talking. Here's how I picture it in my mind....when it's Bill and Ted talking it's two people facing each other having a conversation and it's casual. When it's Mr. Salesman and Mr. Customer there's a counter between them and it's formal.

Which one do you think makes it easier to build rapport and trust? (right the casual conversation)

The Royal Treatment

Lately, I've heard some salespeople greet their customers like this:

"with whom do I have the pleasure of speaking today?"

Yes, it's polite but it's too formal...I mean would you answer your phone at home like that? (maybe if you were the queen of England but otherwise probably not).

A much better approach is just to give your name and then ask for theirs.

"Hi I'm Steve, what's your name?"

So that all sounds good at the beginning when you're getting to know each other but once the customer objects you should get really formal right?

In rebuttals, you're helping provide additional information that's missing. You're helping calm a concern, putting a counter between you and your customer at this point really isn't going to help!

Despite this, some salespeople like to start using "sir' or "mam" during their rebuttals. If you listen closely you can almost hear a wedge being placed between them and their customer. All that good rapport built at the beginning just goes away and it's Mr Salesman and Mr. Customer again.

Instead of adopting a more formal approach during the rebuttal process like this:

"I understand mam, is it the money or are you just not sure the product will work for you?"

Remain professional but casual and rely on the rapport you built early on to keep the lines of communication open.

"I understand Tammy, is it the money or are you just not sure the product will work for you?"

Help Your Customer Feel Smart

Another way you can talk your customer out of a sale (if you're not careful) is by talking down to them. Of course you would never do this on purpose but if you're not careful and precise with the words you use it can come across that way.

One example of this comes in the form of over-used and generic tie-downs. As you know, a tie-down is just a question designed to get a "yes" response. However, you need to be careful not to use questions that are so blatantly obvious that your customer becomes offended.

Here's an example:

"you like to save money don't you?"

For many, answering this question is quickly followed by an eye roll and an internal "DUH". It's on a par with "well the sky is blue, isn't it?" ....so with a generic and over-used tie-downs like this you get a "yes" but at what price? Getting a yes at the expense of your rapport isn't worth it.

A much better approach is to personalize your tie-downs. You still get a "yes" and your customer feels better answering a more intelligent question like

"....and getting rid of that back pain so you can play tennis again is really what's most important to you, isn't it Ted?"

Here's another poor choice of words that can drive a wedge between you and your customer. It's a question I hear some salespeople use after explaining something and it doesn't make the customer feel smart.

Here's an example:

"You take one scoop of powder and add it to boiling water and then stir it until it's clear. Does that make sense?"

Sure you want to check to be sure your customer is on board but when you ask someone "does that make sense?" it can be interpreted that you don't feel they have the mental capacity to keep up. I know that's not what you mean but it can come across that way.

Here a couple of phrases that accomplish the same thing and at the same time make your customer feel smart.

"What are your thoughts on that?" or "how does that sound to you?"

When you choose your words and phrases thoughtfully you improve your communication and avoid "talking your customer out of the sale"

Today's One Two Punch Selecting the right words makes a big difference 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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What Customer's are Really Interested In

Are you impressed when a salesperson just rattles off a bunch of facts and features using "industry language" that you don't even understand? No, me either. What most customers want to know about your product is...how will it benefit them?

On today's show discover:

• ... how wowing the customer with your product knowledge can cost you sales;
• ... what customers really want to know;
• ... and why customers are far more excited to buy the destination than the plane.

Do You Know Where Your Customer Wants to Go?

Last week we talked about how discovering your customer’s hot button can help you build value in your product. If you missed that episode check out KOSalesCoach.net/41.

Hot Buttons are where your customer wants to go. They want to be able to go for walks on the beach again, they want to be able to rekindle a relationship, or regain their independence. It’s a place they aren’t at now and it’s a place they want to get back to.

You know, I listen to sales calls every week and on every call I hear really great things and I hear opportunities. This week was no different, I heard two fantastic calls where salespeople built solid rapport, kept their customers involved in the process and handled their interactions professionally.

Despite all the things that went well, neither call resulted in a sale. Why? In both calls the presentation focused on the product rather than on what the product could do for the customer. When you’re presentation is all about features it can be a challenge to build value but when you can show your customer how your product helps them get where they want to go, it instantly becomes more important!

Product features focus on the product:

• It’s lemon flavored
• It has 500mg of vitamin C
• It comes in a spray bottle

Benefits focus on the customer:

• You’ll have more energy
• You’ll have more time to spend with your family
• You’ll be able to get a good night’s sleep again

In both calls the salespeople spent too much time focused on the product rather than the customer. Customer’s like to know what your product is going to do for them....is it going to help them get where they want to go?

Sell the Destination

A good friend of mine explains it this way:

Let’s say you’re going to Hawaii with your best friend for a week. You’re beyond excited and you’re at the airport waiting to board. What are you talking about?

• Are you wondering, how big the seats on the plane will be?
• whether there will be peanuts or cashews?
• how fast the plane will go?
• or what altitude you’ll be traveling at?

Or will you be talking about getting to hawaii, walking down to the beach, the trip you booked to see a volcano and how much fun you’re going to have?

Right, you’ll be talking about the destination, not the plane.

In sales, features are the plane and your customer's hot buttons and the benefits they’ll get from your product is the destination.

The Betsy Ross Approach

Of course, it’s important to tie your product in there somewhere. A great method is to “sew” your product’s features to the benefits your customer will get. (think of it as the Betsy Ross approach)....

When you use the word “So” and connect your product to benefits it makes it easy to sell the destination. However, when you fail to connect features to benefits using “So” you just end up selling the plane.

Here's what I mean:

You’re talking with Wally and he’s interested in one of your sleep products. Wally isn’t sleeping well at night and it’s impacting his performance at work. He used to be one of the best in the office and he’s determined to get back on top and get recognized at the next big company meeting.

Let’s say a feature of your product is that it has Melatonin.

If you were selling the plane you’d say:

“Wally, you’re going to love this product because it has high grade melatonin. In fact, this melatonin comes from the tail feathers of Canadian geese who nest high in the Canadian Rockies. It’s so rare that it’s not even sold in stores the only place you can find it is in our product.” ....and then I guess you’d say... “and using melatonin that comes from geese feathers is why you stopped by today, isn’t it?”

But if you were going to sell the destination and stitch your feature to the benefit with “So” it would sound more like this...

"Wally this product has melatonin so it will help you get a better night’s sleep. You’ll wake up feeling refreshed and energized. Imagine getting to work, you’re focused and full of energy. Even after lunch you’re still going non-stop just like you used to. You’re back to your old self and when the next big sales meeting comes around you’re recognized as salesman of the month. Having the energy to get back on top is really why you stopped by today isn’t it Wally?"

Remember:

• Find out where your customer wants to go
• Connect your feature to your benefit
• And...

Today’s One Two Punch Sell the Destination Not the Plane