KO Sales Coach

It’s a popular game to play, especially when something goes wrong. Maybe you’ve played it yourself ..it’s the Blame Game. You know pointing the finger at something when a sale goes south.

• They didn’t have any money
• They thought it was Free
• They just didn’t want to buy

It’s easy to do and sometimes these things you blame might even be legit but the question is do you ever actually win when you play the blame game?

On today’s show discover:

• … how to find the value in a lost sale;
• … why focusing on those things you can control sets you up for success;
• …and why you’ll never win the blame game.

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

Leave a Rating and Review in iTunes

The U.S.S. Missouri was underway and headed to its final destination when sailors on the bridge saw a light in the distance. The Captain was notified and he radioed ahead, “We are headed your way. Change your course 10 degrees south.”

After a short period a signal came back, “You change 10 degrees north.”

The captain, who was more accustomed to giving orders than taking them immediately responded with more authority in his voice…. “Now you listen here…I am the Captain, you change your course 10 degrees south.”

Once again, after a short period the signal came back, “I am a seaman first class. Captain, I need you to change your course 10 degrees north.”

Now The captain was angry, who did this lowly seaman 1st class think he was?… as the crew stood in silence they watched as he roughly grabbed the radio and keyed the transmitter, “I am the Captain of the mighty battleship, the U.S.S. Missouri; and I am ordering you to change your course 10 degrees south.”

Again, after a short period a signal came back, “I am in a lighthouse Captain,….your call.”

This story illustrates a related point… How often do we want the other person to change?

Every Lost Sale is an Opportunity

Take a lost sale for example. It’s appealing to look for reasons outside of your control to explain why your customer didn’t buy.

• Maybe they had no money,
• or the shipping fee is too high
• or the ad wasn’t clear enough…

But unless you have the ability to change these things isn’t it a waste of time to spend your energy on them? It’s just the blame game again….and it’s not a game you can win.

How do you find the value in a lost sale?

By refocusing your attention on yourself and looking for opportunities to do things differently next time. Taking this approach gets you out of the blame game and helps you find value in any lost sale.

The only value you can get from a missed opportunity is to learn from it and take action to improve.

What Can you Do to find value in your lost sales?

First resist the urge to place blame and ask yourself

“What could I have done differently?”

Now , It’s important to find a good balance. You don’t want to let yourself off the hook to easy and you don’t want to be too hard on yourself either. Sometimes there really isn’t anything more you could’ve done but before you come to that conclusion take time to think about the conversation.

Find the Tipping Point

Generally, there’s a point in every customer interaction, kind of a tipping point, where either the sale is made or lost. Identify that point and then look for opportunities just before it.

If the sale went well, what did you do before the tipping point that you should repeat? If it didn’t turn out the way you wanted what would you do differently next time?

Next, take advantage of resources. Revisit training, check out sales articles, listen to podcastslike this one, ask your coach for help, and get the information you need to improve.

Then, put it into practice and don’t give up. Ask your coach to help you make adjustments along the way. Ask them to support you when you nail it, and help you when you don’t. With good coaching and practice you’ll get better and be more successful.

Conclusion

The ability to sell well is a lifelong pursuit and if you want to win….avoid the blame game. ..as the saying goes find….

“…the serenity to accept the things you can’t change, The courage to change the things you can, and the wisdom to know the difference.” – Reinhold Niebuhr

Today’s one two punch Focus on what you can change and find 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!

• Click here to subscribe in iTunes
• 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!

The Best Way to Sell to Analytical Buyers

In previous episodes of the show we’ve talked about the different types of buyers you run into in sales. We’ve defined them as Impulse, Skeptical, Control and Analytical Buyers.

They all have their own set of characteristics, likes and dislikes and to be a well rounded salesperson; it’s important you’re able to identify and adjust to each of them.

On today’s show discover:

• …how to recognize an Analytical Buyer;
• … ideas for adapting your style;
• … and the best way to sell to Analytical Buyers

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

Leave a Rating and Review in iTunes Who is the Analytical Buyer?

Wouldn’t be nice if customers walked into your store with a big sign around their neck that said “Analytical Annie”, “Impulsive Irma”, “Controlling Carl” or Skeptical Skip”? It certainly would make it a lot easier to know what you’re getting into….but it doesn’t work that way so you need to do a little detective work and pay close attention to the clues you’re given .

Take Analytical Annie for instance. The first thing you notice is how she presents herself, nothing’s out of place, she’s:

• direct,
• organized,
• prepared
• and ready to get down to business.

She says hello pleasantly enough but there’s not a lot of friendly chit chat, she wants to get right into the facts.

She’s very detail oriented and like other analytical buyers she might even come off as indecisive at times (but don’t be fooled) analytical buyers are only indecisive when they haven’t gathered all the information they need to make an informed decision.

Annie isn’t someone who likes taking risks…she likes making the right choice, the first time….even if it takes more time. And unlike most of the people you come in contact with, Annie does buy from a logical point of view.

Analytical buyers are rare and that might make them a bit more challenging but with a little practice you’ll be able to spot them, adapt your style and help them make a good buying decision.

What’s the best way to sell to Analytical Buyers?

Well, first you’ll need to be sensitive to her process. Like most analytical buyers Annie has a process she’s comfortable with, because she believes it will lead her to the best decision.

If you treat the questions analytical buyers ask like objections to overcome, you’ll most likely end up losing the sale. I mean think about it…to Annie those questions are an important part of her process and if you attempt to dismiss them and rush to the close you’re really disrespecting her.

….and you know what that means…

No Soup For You!

The best way to approach an analytical buyer is to accept that she may need more information than your typical customer. Be patient and respect her process for decision making.

• Give her the facts
• stress rational, logical reason to buy.
• be accurate and efficient
• provide studies,
• testimonials and other data to backup your product claims.
• And above all else remain professional and let her feel like she’s right.

Once you sense your buyer has reached a point in her process where she’s able to make a decision the best type of close to use is a direct close. But be mindful that timing is everything with an analytical buyer. You need to be sensitive to buying signals so you close at the right time and avoid making her feel rushed.

While many customers can fall in between the lines, almost all will be dominant in one of the four buyer types we’ve covered. Watch and listen carefully to determine if you’re talking with an Impulse, Control, Skeptical or Analytical buyer and adapt your selling style to maximize your chance for success.

Today’s one two punch Adapt Your Style and Sell to Analytical buyers 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!

• Click here to subscribe in iTunes
• 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!

Get Anything You Want

What if there was a way to get virtually anything you wanted? Well there is!

On today's show discover:

• ... a simple three step approach to take control of your own destiny and get what you want;
• ... and two things important things you have going for you that can make all the difference!

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

Leave a Rating and Review in iTunes Where Do You Want to Go?

There’s a famous chinese proverb that says “A journey of a thousand miles begins with a single step...” and it means that you can plan and dream all day long but to get somewhere you want to go you have to start where you are now.

So where do you want to go?

Why, How, What

There’s a simple three step approach that can help you develop a solid plan for getting what you want. All you have to do is answer these three questions:

1. Why are you doing it?
2. How will you do it?
3. What, specifically will you do differently to make it happen?

Why

The first step in this process is to understand your WHY. Why are you doing this? Because you want a new______. Having a WHY is important because it’s what can get you through those tough times. It’s your goal, something to focus on and work for, it’s tangible, exciting and fun.

How

The best place to start to find your HOW is your sales performance. If you are like virtually, every other salesperson listening to this podcast right now there are opportunities for you to make more money by improving some aspect of your sales performance.

• Could you close more sales? (now before you say no...recognize that even salespeople at the top of the leader board can and do sell more...)
• What about writing bigger sales?
• Do you have any opportunity to add on additional products or services at a higher rate than you are now?
• What about adjusting your hours? Is there a chance to change your schedule and work when there are more customers coming or calling in?
• How could you earn an additional $4.00 in commission every day?

Here’s a tip...when you’re looking for your “HOW” limit your selection to just ONE. And pick the one you think will have the biggest impact. You’ll increase your chances of success by putting your focus and energy in one area. Also, be sure that it’s reasonable. Yes, you could get what you want by increasing your close rate from 32% to 75% but that’s probably not a realistic increase.

What

Ok, so now you know WHY and HOW and the only thing left to figure out is WHAT you’ll do differently to make it happen. Remember if you want a different outcome you need to do something different to get it. This is where the rubber meets the road...it’s a simple, yet specific thing you WILL do differently that will positively impact your performance, your commission and get you what you want.

It’s really important that you end up with something specific. If your plan is to “try harder” it’s too easy to slide and let yourself off the hook. A “I’ll try harder plan” rarely gets you what you want.

On the other hand if your plan is to “make four extra calls everyday” it’s specific and something you can hold yourself accountable for. That’s a plan that will get you what you want.

The method really does work to get you what you want and while we’ve been talking about material things it even works for things like....advancing your career, learning a new skill or helping more people.

Remember you have the time to get what you want, you just need to decide what you’ll do with that time.

• Why do you want to do it?
• How will you do it?
• What specifically will you do differently....

Today’s One Two Punch: Work Your Plan and Get What You Want 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!

• Click here to subscribe in iTunes
• 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!

Buyers Remorse

If you’ve ever made a purchase, got home and then started having second thoughts you know what it’s like to experience buyers remorse.

On today's show discover:

• ... what buyers remorse is;
• ... why it happens;
• ... and what you can do to reduce it.

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

Leave a Rating and Review in iTunes What is Buyers Remorse?

Buyers remorse is a feeling of regret you may experience after having made a purchase. Usually it happens after you buy something big like a car or a house but it can happen after any purchase. It’s this little voice in your head going....”should I have done that?” “ did I make the right decision?” “ I wonder if this will really work like they said?”

Why does it happen?

Buyers remorse is actually a natural emotion that everyone feels as part of the buying process. Before you buy you’re excited by all of the possibilities, you're anticipating good things and experiencing the positive, fun side of shopping. It’s after the purchase when you start doubting yourself and you’re more likely to experience negative emotions and buyer's remorse.

How can you reduce feelings of Buyers Remorse?

There’s a simple thing you can do right at the end of the your sale to help your customer and reduce some of the negative feelings they may experience. It’s called “confirmation and invitation” and it’s one of the most effective ways to reduce buyers remorse and returns.

Here’s how it works. At the very end of your sale, after you’ve reviewed all the details, rung up the order and provided your customer with her receipt you say something like this...

“Tammy, you made a great decision to try XYZ today, be sure to give me a call and let me know how you’re doing. I’d love to hear about your success.”

Why does confirmation and invitation work?

#1 We know customers often doubt themselves after a purchase and wonder if they made the right decision. By saying, “Tammy, you made a great decision to try XYZ today”. You’re confirming and validating that she made a good choice.

#2 We also know that many of the good positive feelings customers experience during the sale can be replaced with negative feelings. One that is high on the list is wondering whether the product will really deliver on its’ promises.

When you say “...be sure to give me a call and let me know how you’re doing. I’d love to hear about your success.” You’re communicating confidence that can help over-shadow those feelings. In fact, you’re so confident the product is going to deliver you’re inviting her to call you back to share her good news.

#3 We know buyers remorse happens after the sale so using confirmation and invitation at the very end reinforces those positive emotions at the right time.

Using confirmation and invitation at the end of your sales:

• will help your customers feel better about their decision to buy,
• reduce returns
• and help your good sales, stay sold.

Today’s one two punch Use Confirmation and Invitation - to Reduce Buyers Remorse 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!

• Click here to subscribe in iTunes
• 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!

Worst Rebuttals

Facing objections is a fact of life in sales and there are good, effective rebuttals and then those others that just don't work. So why do salespeople keep using them? Great question!

On today's show discover:

• ... why some of the worst rebuttals simply don’t work;
• ... more effective rebuttals that will help you confidently answer customer objections and close more sales.

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

Leave a Rating and Review in iTunes What we know about why people buy

There are a couple of things we know about why people buy.

1. The first is that people buy from people they like and trust.
2. and second we know that for a sale to take place customers need to see value.

As you go through this list of rebuttals pay attention to whether they support or undermine trust and value.

The 10 Worst Rebuttals of All Time

#10 “You like saving money don’t you?”

#9 "Literature is like reading books and you don't read books. So how is that going to help you?"

#8 "What, you can't make a decision on your own? You didn't have to ask to make the call did you?"

#7 "Yeah, but if it doesn’t work you can just send it back"

#6 "Why Not?"

#5 "are you sure?”

#4 "I don't believe you, you're not going to call back."

#3 "Why, is it just too much money for you?"

#2 "It's not FREE it's risk FREE...just because you see milk in the store that's fat free doesn't mean you can walk out with it, right?"

#1 “No it’s not, It's less than a dollar a day"

Better Options

Most of the rebuttals on the list are missing the Agree step. Many are also condescending and / or aggressive. Most of these won’t make your customer feel smart and will probably put them on the defensive. These rebuttals are going to damage your rapport. So what are better options?

Start with the Agree step

Start your rebuttals with the agree step. As you know, the agree step helps you maintain rapport and prevents your customer from getting defensive. If it feels like an argument, customers stop listening and start thinking about what they’ll say next.

Isolate to determine the real objection

Next, isolate to understand the real objection. It’s hard to overcome an objection if you don’t know what the real issues is. Isolate and give your customer a couple of options to choose from

All customers object for one of three reasons.

• Money
• Value
• Skepticism

...and of those three it’s almost always Value or Skepticism. Unless you’re selling a high ticket item like a house or a car the majority of the time a customer says “it’s too expensive” they mean “you’ve haven’t shown me why it’s worth what you’re asking”.....

Use ART to rebuild value

In episode 7 "Why Spock was Wrong about Needs, Wants and Why People Buy" we talked about how people buy for emotional reasons, not logical ones.

Use ART to rebuild value, move away from price and get back to talking about the emotional reasons your customer wants the product. ART stands for Agree, Remind, Tie-Down

Here’s how it works:

First Agree

Then Remind them of situation they need to fix

Then Remind them of how their life could be once they’re able to take advantage of your product

Then Tie-Down

and finally close.

Conclusion

Is it possible to hit a baseball with your eyes closed? Yes, but can you do it consistently? No. The same is true for bad rebuttals...it’s possible a customer will purchase even after a bad rebuttal but the vast majority of the time these bad rebuttals just don’t work.

However, using:

• the Agree Step,
• Isolating the real concern,
• and then rebuilding value is a proven method for overcoming objections effectively and consistently.

Today’s one two punch Rebut Effectively - Make More Sales 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!

• Click here to subscribe in iTunes
• 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!

Improve Empathy

Your natural ability to empathize is one of the most important assets you have when it comes to connecting with your customer and as a refined skill, it’s key to your success in sales!

On today’s show discover:

• … that the ability to empathize is natural but the skill to do it well takes practice;
• … how communicating sincere empathy can positively impact your sales;
• … 4 ways to enhance and improve your natural ability to empathize.

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

Leave a Rating and Review in iTunes Empathy in Sales

Developing your natural ability to empathize has big benefits for sales people and here’s why:

• When you change the way you think you change the way you feel;
• When you change they way you feel, you change the way you act.
• and in sales…we know that they way you act (the things you do) influence your success.

Better Understanding

When you practice empathy it allows you to view the world through your customer’s eyes. It let’s you see their problem from an entirely different perspective and understand it at a much deeper level.

Builds Trust

Empathy builds trust. It shows you really care about your customer as a person. You make a connection and that helps them open up and really start talking.

Credibility

Empathy also helps you stand-out because many salespeople are just going through the motions and customers pick up on it. But you’re different, you’re not just about making the sale, you’re listening and you sincerely want to help. Because you understand what they’re going through they see you as having credibility and as someone who can help them solve their problem.

6 Different Ways to Develop Your Ability to Empathize 1 – Imagine Yourself in Their Situation

Really take time to think through how you would feel if you were in your customer’s shoes—especially regarding the pain they are experiencing. How would it affect other areas of your life? How would it make you feel emotionally?

2 – Imagine Them as a Child

Often when you consider a person in the vulnerable stage of childhood, your defenses lower and you may find it easier to understand and relate to them.

3 – Think about Your Own Experiences

When your customer begins to share their story focus on the feelings and situations that you’ve experienced in the past that are similar. If a customer is in constant pain, think about how you felt last time you had a severe toothache. How did it impact your personality? Were you desperate for relief? Were you grumpy and short tempered? Relying on your own experiences can deepen your emotional insight into your customer’s situation.

4 – Listen to Understand

Listen to your customer with the intent to understand. Many times we listen with the intent to respond and we miss what is being said. Pretend that when your customer is done telling you their story you need to turn around and retell it to someone else. Listen for those hidden messages, how they say what they say, where they place emphasis in their story. When you listen to understand you’ll gain insight you would otherwise miss out on.

5 – Practice Communicating Empathy

A big part of developing empathy is your ability to communicate empathically with your customers. Let them know you heard them and understand where they’re coming from and how they feel.

Maybe your customer Margaret says something like “I’m dealing with this pain all the time now and some days I can’t even drive my car. I don’t know how I’ll manage if it gets worse.”

Someone with little empathy might say: “Ok so you have pain and it’s getting worse”

But because you’re practicing empathy you respond by saying

“So, Margaret this pain is on your mind all the time and you’re scared because you see it taking away your independence.”

6 – Practice with a Friend

One of the best ways to develop your natural empathy is to practice. Have a conversation with a family member or a friend, someone you know well. Listen with the intent to understand and communicate how you think they’re feeling. You might be REALLY surprised how this turns out.

Summary

When you communicate sincere empathy you understand your customer’s situation better, establish trust, credibility and stand out as someone who cares. All of which will help you close more sales.

Remember these six easy methods for developing your ability to empathize:

1. Use your imagination and put yourself in their shoes
2. Change your perspective and see them as a child
3. Rely on your own experiences
4. Listen with the intent to understand
5. Communicate empathically
6. Practice with a friend

Today’s one two punch Improve Empathy – Improve Sales

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!

• Click here to subscribe in iTunes
• 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!

I Need to Think About It

“I need to think about it” ....have you ever had a customer say that to you? If you’ve been in sales for any length of time chances are pretty good you’ve heard it. It’s a normal reaction but if you’re hearing it a lot...that’s not normal and you may be giving your customer too much to think about.

On today's show discover:

• ...one of the most common reasons customers don’t buy;
• ...how to avoid giving your customer too much to think about;
• ... and a proven method for overcoming the “I need to think about it” objection.

Leave a Rating and Review in iTunes The Downfall of Civilization

A colleague once told me he felt the downfall of civilization would someday be traced back to crayons. (an odd idea but he certainly had my attention) You see at one time there were just a few colors. Red, Green, Blue, Yellow....but now there are too many to choose from. In fact, Crayola crayons come in 120 colors including 23 reds, 20 greens, 19 blues, 8 yellows and more...

It’s kind of the same with TV isn’t it? When there were only 3 channels you picked one and watched what was on. Now, you spend 30 minutes looking through the available options without ever watching a show!

But wait a second...we like having more to choose from so how will all these choices lead to the downfall civilization? (I don’t know but I do know that too many options can hurt your sales numbers).

Too Many Options Can Hurt Your Sales

According to a Columbia University marketing experiment more choices may bring customer in, but fewer choices encourages them to buy.

A brief of the experiment:

• 24 Flavors of Jelly on display to Sample = 60% of people who walked by stopped to try some but on 3% purchased.
• 8 Flavors of Jelly on display to Sample = 40% of people who walked by stopped to try some but 30% purchased.

Analysis Paralysis

When there’s too much to consider they can become confused and paralyzed....rather than make a decision many will say “I need to think about it” and walk. Your job, as a salesperson, is to sift through the clutter for your customer and help simplify their decision. The best way to do this is to spend time understanding their specific needs and wants before showing them the features and benefits of your product.

You know your product has 35 amazing features but if you “shotgun” all those features and blast your customer with too much information; they might just tell you they ‘need to think about it”. On the other hand when you take the time to get to know your customer, learn what they need and learn what they want you can narrow those features down to 2 or 3 that really hit home!

By finding the features that are most important to your customer you increase your chances of making the sale and decrease the chances you’ll hear “I need to think about it.”

Today’s One Two Punch Limit options to close more sales

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!

• Click here to subscribe in iTunes
• 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!

Say Yes

It’s the word salespeople are trying desperately to get their customer to say, “yes”. It’s so simple and yet it can be a real challenge to persuade your customer.

On today’s show discover:

• … 6 universal principles that can influence your customer to say “yes”;
• … and ideas for incorporating these principles and becoming more persuasive.

Leave a Rating and Review in iTunes Science

Believe it or not researchers have been studying why we say “yes” for over 60 years! It turns out there really is some science involved in the art of persuasion. What they found are 6 universal principles that influence customers to say “yes”.

6 Universal Principles Reciprocity

Reciprocity is the feeling we all have to give back what we have received from others.

It seems that when you use the principle of reciprocation there are three important keys to success:

• 1 – be first to give
• 2 – make it personal and
• 3- whenever you can make it unexpected.

Scarcity

You know, we all want what we can’t have. If you’ve ever heard “Call within the next five minutes to take advantage of….”, or “get the free book if you’re one of the first 100 callers…” you’ve heard scarcity in action.

When you’re presenting benefits to your customer it might be more powerful to show them what they’ll get, what’s unique about your product and what they might miss out on if they don’t take advantage of it.

Authority

People are more apt to follow the lead and be influenced by credible experts. Demonstrate you’re a credible expert is to keep up with your product knowledge. When you know the finer points of your product, what makes it different, and how it works you show your expertise and authority.

Commitment and Consistency

People have a general desire to appear consistent in their behavior and also generally value consistency in others. Use minor agreement statements with customers during your interaction. “You’d be able to have this with breakfast wouldn’t you Maggie?”

Liking

It’s easier for your customer to say yes if they like you. This reinforces the importance of establishing rapport and finding common ground with your customer. They are more likely to say yes when they like you.

Consensus

People will often look to the actions of others to determine their own. When you can honestly share testimonials it can have a tremendous, positive influence on your customer.

Today’s One Two Punch Practice influence and be more persuasive

If you want to learn more about Influence I recommend Influence: The Psychology of Persuasion by Robert Cialdini

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!

• Click here to subscribe in iTunes
• 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!

Skeptical Customers

You've run into them before and they are skeptical about everything. They are very leery and it can be a challenge to convince them to give you, and your product a try. They are skeptical customers and they feel like buying is risky business but you can help them feel more at ease!

On today's show discover:

• ... 5 simple ways to help skeptical customers feel more confident about doing business with you, your company and about trying your product.

"Fool me once, shame on you. Fool me twice, shame on me."

...it’s what Skeptical customers live by...they’re leery of everything and like the song says.... ‘they won’t be fooled again”

For them everything is a risk:

• Will it really do what you say it will?
• Why should I trust you?
• What if it doesn’t work, will you be here for me after the sale?

5 Ways to Help Skeptical Customers Feel More at Ease 1) Set realistic expectations

When it sounds too good to be true skeptical customers become even more skeptical. Remember they’ve heard it all before. For them realistic expectations are more compelling.

2) Under Promise and Over Deliver

When we ship packages we generally get them to the customer in 5 or 6 days. However, we tell customers it will take 10 to 14 business days.....Why? For one, it gives us a little room just in case and two we want to under promise and over deliver. For example if you told your customer (especially a skeptical one) that they’d get their package in 5 days and then it arrives in 7 you’re reinforcing their skepticism.

“See they said it would be here in 5 days and it wasn’t so why should I beleive this product will do anything they said it would?”

Instead, when you tell your customer 10 to 14 days and it arrives in 7 you’ve exceeded their expectations, which builds trust, reduces their skepticism and the chance they’ll return it. So with skeptical customers look for opportunities to under promise and over deliver.

3) Use third party testimonials

Skeptical customers are less likely to believe you. Be sure you have real testimonials from other satisfied customers on hand to show how they experienced success after trying your product.

4) Emphasize your Customer Service Team

Skeptical customers want to know that you’ll be there after the sale. Let them know “your customer service team” is available to help them and answer any questions they may have about using the product. Having someone available after the sale is so important to skeptical customers that the **PEN CLOSE** is one of the most effective closes to use with them. It can help them feel safer about taking a chance on your product.

5) Reinforce Your Guarantee or Return Policy

For skeptical customers trying your product, trusting you and your company is all risky. So along with emphasizing your customer service team reinforce your Guarantee or Return policy. Just be sure you do it in a positive way. In [episode 10](http://kosalescoach.net/10) we talked about how to present a guarantee positively.

Conclusion

In a time when there is a lot of information and misinformation out there more shoppers are skeptical than ever before. So practice these five tips and develop the skills you need to help reassure your customers. Remember **_you succeed when they succeed._**

Today’s one two punch Reduce Risk and Sell to Skeptical Customers 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!

• Click here to subscribe in iTunes
• 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!

Turn a Sales Slump into a Success

There you are, minding your own business when all of a sudden nothing is going right and you just can’t seem to make a sale.... and the longer it goes on, the worse it seems to get. Have you lost your edge? Will you ever make a sale again?

Yes, you will!

On today's show discover:

• ... how top athletes approach slumps to get back in the winner's circle;
• ... how their approach can work for you in sales;
• ... and 5 ways to shake it off and turn your next Slump into a Success

Leave a Rating and Review in iTunes 5 Ways Top Athletes Handle a Slump One - Don't Panic

Just like dogs can smell fear, customers can smell desperation. If you’re in panic mode your customer can tell something is wrong. Once that happens...good luck closing them. Panicking can quickly snowball out of control, you panic, you lose sales and that causes you to panic some more! So stay calm, and don’t dwell on it.

1"One thing about a shooting slump is that it`s better not to think about it, just try to be as natural as possible and let it go by as smoothly as possible.” - Michael Jodan

Two - Stay Positive

You’re not in a slump, you just aren’t closing but you know you have the skills to do it, you’ve done it before and you’ll do it again. Maintain a positive outlook, think back to some of your best BIG sales, listen to recordings of successful customer interactions you’ve had and relive those successes. Stay positive and see it through.

2 “Slump? I ain’t in no slump, I just ain’t hittin’” - Yogi Berra

Three - Visualize Success

See yourself closing the next sale, writing up the next order, or high fiving your manager because you just made a big sale. It sounds a bit like magic but it does work to shift your attitude and your behaviors; often, just enough to get you back on track.

3 "I never hit a shot, not even in practice,without having a very sharp, in-focus picture of it in my head." - Jack Nicklaus

Four - Go Back to the Basics

Even the best in the world practice the basics, especially when they’re in a slump. If it works for them it’ll work for you. Go back to your basics and practice. Practice framing your questions in an open ended way, incorporating the agree step in your rebuttals, inserting tie-downs in your presentations and closing assumptively. It’s time well spent and may be just what you need to turn that slump around.

4 "I don't like the way the ball is rolling into the cup." - Tiger Woods on why he continues to practice putting even when he's consistent.

Five - Get Some Help from a Coach

Have someone you respect listen to your calls, or watch your customer interactions. It could be your manager, someone from the training team, a colleague, or even a hired gun. Whoever you choose, ask them to be honest with you, and when they are, do something with the advice they give you.All the best athletes including Tiger, Yogi, Michael and Jack all rely on coaches to be a second set of eyes. Coaches can provide objective feedback and pick up things you might miss yourself. Even small adjustments can be just what you need to get back on your game and shake off a sales slump.

Today's One Two Punch Take Action to Shake off a Slump

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!

• Click here to subscribe in iTunes
• 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!

Images

"Michael Jodan" by simplistic.designs is licensed under (CC BY-NC-ND 2.0)

"Yogi Berra" by Magnus Manske is licensed under Creative Commons Attribution 2.0 Generic

"Jack Nicklaus at The Masters" by pocketwiley is licensed under CC BY 2.0

References

1. http://articles.chicagotribune.com/1992-12-23/sports/9204260729_1_coach-phil-jackson-bulls-training-facility-scottie-pippen
2. http://ftw.usatoday.com/2015/09/the-50-greatest-yogi-berra-quotes
3. http://www.golfkinetix.com/Coaching-Blog/4/Jacks-Golfing-Secret.aspx
4. https://www.engageselling.com/articles/060220article_snap