Understanding the broader customer journey and the impact of customer feedback can make all the difference in sales.

Annette Franz, founder and CEO of CX Journey Inc., is a thought leader in customer experience, empowering organizations to embrace a customer-centric approach. In this episode, Annette shares the transformational power of customer feedback, the significance of value alignment, and the pivotal role sales teams play in delivering exceptional customer experiences.

Annette and host Will Milano explore the critical elements of customer-centric organizations, the impact of employee experience on customer satisfaction, and the need for sales teams to prioritize value-driven solutions. Listen in as she shares steps on how to grasp the voice of the customer effectively, and shares strategies to enhance your sales performance.

In this episode, you’ll learn:

1. The importance of shifting focus from just selling to building strong customer relationships and delivering exceptional customer experiences. When you prioritize these aspects, you’ll see better sales results and sustainable success.

2. Valuable insights from customer feedback, especially from lost deals. By consistently gathering and transparently sharing this feedback within your sales organization, you can uncover missed opportunities for improvement and growth.

3. Understand the value you provide to customers beyond just price competitiveness. By focusing on solving problems for customers, you can drive satisfaction, referrals, and repeat business, ultimately leading to a better sales strategy.

Resources:

Annette’s LinkedIn: https://www.linkedin.com/in/annette-franz/

Annette’s X: https://twitter.com/annettefranz

Learn more about Annette: https://annettefranz.com/

Get her book here: https://annettefranz.com/books/

Jump into the conversation:

[00:00] Introduction to Annette

[1:02] Annette’s point of view on customer centricity

[04:38] Refining your ICP or ideal customer profile

[06:15] Relationships with your marketing team

[10:33] What sales teams take for granted when it comes to the customer experience

[13:19] Gathering and applying customer feedback

[15:31] Three ways to achieve customer understanding

[17:16] Solving problems for customers as a salesperson

[18:52] The role of values alignment in customer experience and employee experience

[22:17] Fix the culture, fix the outcomes

[23:31] Annette’s top advice for salespeople

[25:34] Stressors on the employee experience that have a negative impact on customer experience

[29:44] How meeting customer's needs ties to new opportunities

What separates high performers from average salespeople? The answer is preparation.

Paul M. Caffrey, co-author of The Work Before the Work, discusses how deliberate preparation can elevate sales performance. Elite sales professionals always put their clients first, providing them with value every step of the way.

Paul encourages salespeople to be intentional not just with outreach but in building their sales pipeline. Being deliberate about who you approach and how you talk to prospects will make all the difference. Listen in as Paul gives specific tips on preparing for customer meetings, how to maintain resilience, and how to strategically position yourself for a promotion in the field of sales.

In this episode, you’ll learn:

1. Why you should put in effort to personalize outreach. If you do your research and offer value up front, you can stand out in a sea of generic pitches.

2. The essential role of consistency in outreach efforts. Learn how focusing on a manageable daily outreach plan with personalized touches can lead to long-term success.

3. The power of preparation in sales interactions. Find out how intentional listening and asking the right questions can elevate your sales conversations and make you a memorable and valuable partner for your prospects.

Resources:

Paul’s LinkedIn: https://www.linkedin.com/in/paulcaffrey/

Buy Paul’s Book, The Work Before the Work: https://www.workbeforethework.com/

Learn more about Paul: https://www.paulcaffrey.com/

Jump into the conversation:

[01:19] The Hidden Habits of Elite Salespeople

[05:13] Being Intentional in Sales Outreach

[10:32] Building a Consistent Sales Pipeline

[16:04] The Right Way to Prepare for Customer Meetings

[19:09] Listen and Focus on Essential Questions in Meetings

[24:02] Maintaining Resilience and Motivation in Sales

[27:33] Planning Your Sales Career and Promotion

Sales continues to evolve rapidly, but the one constant is that meaningful customer relationships lead to long-term success. To build genuine connections, sales professionals must establish trust, rapport and credibility—and Doug Dvorak is here to show us how to do just that.

Doug Dvorak is not your average sales expert – he's the founder of the Sales Coaching Institute, a seasoned professional in sales, digital marketing, and motivation, and a master at solving big business problems. His insights are sought after by top organizations looking to revolutionize their sales strategies and cultivate high-performing sales teams.

In this episode, Doug uncovers the misconceptions about sales, the critical role of developing executive presence, and the game-changing influence of embracing technology in sales. Discover the secrets behind Doug's approach of in-depth research, the significance of creating a motivational sales culture, and the impact of AI tools in boosting sales productivity. Packed with actionable advice, this episode of Mental Selling is a must-listen for sales professionals aiming to excel in their careers.

In this episode, you’ll learn:

The importance of building trust with customers through research, preparation, and authenticity

How sales digitization and leveraging technology is a fundamental investment for success

Why a magnetic sales culture attracts and retain high-performing salespeople

Resources:

Learn more about Doug: dougdvorak.com

Doug’s LinkedIn: https://www.linkedin.com/in/doug-dvorak/

Doug’s Twitter: https://twitter.com/salescoach1064

Doug’s Books: Developing Executive Presence (The Essential Skills to Sell to the C-Suite), A Sales Leader’s Guide to Success, The Sales Coaching Playbook, A Sales Leaders’ Playbook, The Masters of Success

Jump into the conversation:

[00:00] Introduction to Mental Selling

[01:41] Misconceptions the Sales’ Mindset

[05:16] Building Trust and Rapport with Customers

[09:29] Mentorship and Structured Onboarding for Sales Professionals

[14:19] Selling into Small and Medium-Sized Businesses (SMBs)

[17:27] Strategic Use of Technology in Sales

[18:48] Developing Executive Presence and Understanding Business Drivers

[22:19] Creating a Magnetic Sales Culture

[35:27] Elevating Sales Performers into Leadership Roles

Sales is a fascinating blend of art and science, combining human relationships with the right technology to foster and develop connections. It requires discipline, process, motivation, and resilience. In today's dynamic sales landscape, succeeding authentically demands a delicate balance between these elements.

In this conversation Paul Fuller, Chief Revenue Officer with Membrain, talks about the importance of sales being a blend of art and science and emphasizes that successful salespeople prioritize integrity and genuine relationships over aggressive tactics. Paul also highlights the critical role of mindset in sales success, stressing the need for continuous learning and personal development. Join us as we learn from Paul's insights on sales, leadership, and the profound impact of empowering others to succeed in the dynamic world of business.

In this episode, you’ll learn:

Sales is a blend of art and science, relying on human relationships and technological tools to nurture and enhance these relationships. Technology should enhance, not replace, human interactions and sales strategies.

Building servant leaders who embody discipline, integrity, and innovation is crucial to changing negative perceptions of sales. Mastering mindset is foundational for optimizing skill set and tool set effectiveness.

Coaching should build mutual accountability and provide value to sales professionals. It should help others discover their "why" or purpose and stay motivated and focused on continuous improvement.

Jump into the conversation:

[02:22] Debunking Sales Misconceptions

[05:48] Elevate the Sales Profession

[09:40] How to Strategically Recruit and Develop Sales Talent

[12:43] Renewing Mindset in Sales

[18:53] Avoiding the "Quick Fix" Mentality in Sales Enablement

[20:54] Real Intelligence vs. Artificial Intelligence

[24:10] The Importance of Meaningful Connection

[27:25] Mutual Accountability in Sales

[29:37] What's Your Purpose?

About Paul Fuller:

Paul Fuller is a husband, father, and dedicated advocate for elevating the sales profession. His passion for empowering sales professionals stems from a deep belief in the impact of effective sales strategies on organizational growth. Through Membrain.com, Paul is reshaping the landscape of B2B CRM solutions by emphasizing technology, service, leadership, and strategic guidance. Membrain.com provides tools and insights that enable sales teams to thrive in today's competitive environment.

Connect with the guest:

Paul on LinkedIn: https://www.linkedin.com/in/psfuller/

Paul on X: https://x.com/membrain_com

Membrain website: https://www.membrain.com/

The Art & Science of Complex Sales Podcast: https://open.spotify.com/show/73MtTJI3j5tsO51kr08XgK

Connect with the host:

Will Milano’s LinkedIn: https://www.linkedin.com/in/willmilano/

Learn more about Integrity Solutions: https://www.integritysolutions.com/

Technology often takes center stage in today’s world, and it's important to remember the human connection in sales. We need to find a balance between providing information and understanding our customers' needs because knowing is better than telling. By listening to our customers and truly understanding their needs, we can provide better solutions and build stronger relationships.

In this episode, John Crowder emphasizes the concept of listening to understand in sales, building trust with customers, adopting a problem-solving mindset, and empowering sales professionals to take ownership of their interactions with clients. John points out that to have better outcomes in sales, sales professionals must take the time to truly understand their customers' needs and concerns so they can offer more tailored solutions to them. By actively listening, asking the right questions, and building trust, sales professionals can better meet their customers' needs and achieve success in their sales endeavors.

In this episode, you’ll learn:

The importance of active listening in understanding customer needs and concerns to provide tailored solutions.

How adopting a problem-solving mindset enables sales professionals to identify and understand the specific pain points or challenges faced by their customers.

The need for balancing technology and human interaction in helping sales professionals leverage data insights while maintaining authenticity, empathy, and rapport with customers.

Jump into the conversation:

[00:00] Introduction to Mental Selling

[01:56] Moving Beyond the Tell-Sell Paradigm

[06:36] Value Trumps Access

[09:15] Listening To Understand

[13:44] The Neuroscience of Selling

[21:17] Mitigating Risk and Fear in Sales

[24:11] The Art of Consultative Selling

[28:05] Shifting Accountability

About the guest:

John Crowder is a former naval officer, football coach, and currently Vice President of the Healthcare Practice for Integrity Solutions, where he helps companies improve sales productivity, increase profitability, and create a culture that retains the best employees. John has over 25 years of experience in the medical sales industry. He worked for and led sales teams in medical device and pharma ranging from start-ups to Fortune 500 companies, spending a significant part of his career working in key account management, sales and leadership development, and marketing.

Resources:

John on LinkedIn: https://www.linkedin.com/in/john-crowder/

Connect with the host:

Will Milano on LinkedIn: www.linkedin.com/in/willmilano/

Learn more about Integrity Solutions: www.integritysolutions.com/

Confidence is the fuel that drives success in sales. It's the secret ingredient that transforms ordinary interactions into extraordinary opportunities, helping sales professionals steadily progress in the face of challenges and setbacks.

In this conversation, Meshell Baker discusses the fundamental principles of successful selling, including clarity in purpose, overcoming challenges, and connecting with customers. She elaborates on the concept of authentic selling, highlighting the significance of bringing one's genuine self into sales interactions. Meshell also shares insights on the power of listening, reflection, and visualization in enhancing sales performance and achieving exceptional results.

In this episode, you’ll learn:

- The significance of clarity in understanding one's purpose in sales, how it drives motivation and resilience, and strategies for handling rejection and maintaining confidence in the face of setbacks.

- The importance of active listening in sales to validate and uncover customer needs and how focusing on delivering value can lead to sales success.

- How authenticity in sales interactions builds trust and rapport with customers, leading to longer relationships and driving sales growth.

Jump into the conversation:

[03:03] Embracing No and Moving On

[05:13] The 5 P's of Excellence

[10:12] Value First, Money Follows

[12:55] Invest in Yourself

[19:10] What is Authentic Selling?

[22:10] How to be a Powerful Listener in Sales

[25:01] Reflection Amplifies Projections

[31:02] Clarity and Confidence

[31:48] How and Why Coaching Fuels Confidence

Meshell Baker is a transformative Keynote Speaker, Authentic Selling Alchemist, and Chief Confidence Igniter in sales, leadership, and personal development. With over two decades of experience spanning multiple countries and industries, Meshell brings a wealth of knowledge and expertise to her clients. As the founder of Meshell Baker Enterprises, she empowers individuals and organizations to unlock their full potential, capitalize on their strengths, and achieve sustainable growth.

Resources:

Follow Meshell on LinkedIn: https://www.linkedin.com/in/meshellrbaker/

Meshell on X: https://twitter.com/MeshellRBaker/

More about Meshell: https://meshellrbaker.com/

Referrals are like golden tickets in the world of sales. They open doors to opportunities, build bridges of trust, and pave the way for lasting connections. However, many sales professionals fail to realize the full potential of referrals due to various misconceptions and challenges.

Joanne Black, founder of No More Cold Calling, joins this episode to discuss the critical importance and value of referral selling in sales prospecting. She talks about how many salespeople struggle with asking for referrals due to mindset barriers like feeling uncomfortable or fearing rejection. Joanne emphasizes the importance of building trust and credibility through referrals and the need for a systematic approach to referral generation. She also advocates for a culture shift within sales organizations where referrals are viewed as a cornerstone of the sales strategy rather than a peripheral tactic. Through her insights, Joanne underscores the transformative potential of referrals in boosting sales effectiveness and building stronger relationships with prospects.

In this episode, you’ll learn:

The mindset barriers and fear of rejection that hinder sales professionals from asking for referrals

How to cultivate and expand your network of referral sources by leveraging existing connections

Why sales leaders fail to prioritize and coach their teams on effective referral strategies

Jump into the conversation:

[03:26] Referral Mindset Challenges

[05:49] Why Sales Teams Struggle with Referrals

[07:11] Referral Selling Is a System

[12:10] The Power of Trusted Introductions in Sales

[14:13] The Limitations in LinkedIn

[19:17] Practice Is the Key

[23:56] Referrals Build Trust

[28:01] External vs. Internal Referrals

[29:37] Keeping Focus on the Problem

Joanne is America’s leading authority on referral selling, the only business development strategy proven to convert prospects into clients more than 50% of the time. She is a captivating speaker, innovative seminar leader, and influential figure in sales and business development. Joanne has spent her career helping sales teams and business owners build their referral networks to quickly attract more business, decrease operating costs, and ace out the competition every time.

Related Resources:

Joanne on LinkedIn: https://www.linkedin.com/in/joanneblackreferralsales/

Joanne on Twitter: https://twitter.com/ReferralSales

Learn more about Joanne: https://www.nomorecoldcalling.com/

Joanne’s Books: https://www.nomorecoldcalling.com/no-more-cold-calling-book/

In sales, there exists a set of special habits that can turn an ordinary seller into a sales unicorn, someone who stands out and excels beyond expectations. These habits aren't magic spells or superpowers; they're simple practices anyone can adopt and master with dedication and effort.

In this conversation, William Vanderbloemen, author, CEO and Founder of Vanderbloemen Search Group, discusses the importance of mastering these 12 unicorn habits for sales excellence. He shares personal anecdotes and examples to illustrate how each habit plays a crucial role in sales success. From being fast in responding to inquiries to cultivating authenticity and solving problems, William highlights the practicality and effectiveness of these habits in building trust and driving sales. Furthermore, William encourages salespeople to start with the habits that resonate most with them or come easiest, building momentum as they progress. Tune in to learn and take the first step towards becoming a sales unicorn today.

In this episode, you’ll learn:

- Why becoming irreplaceable in sales hinges not on self-promotion but in the art of attentive listening and genuine interest in others.

- The power of aligning sales efforts with a higher purpose to resonate with customers and drive growth and profitability toward the brand.

- How authenticity, purpose-driven selling, self-awareness, and integrity can revolutionize your approach to sales and will set you apart in a crowded marketplace.

- The importance of thorough hiring processes helps companies minimize the risk of hiring mistakes and ensure to building of high-performing teams that drive sales success.

- The power of deflecting conversations that creates space for customers to express themselves fully and make them feel heard.

Jump into the conversation:

[00:00] Introduction

[04:20] The Habit of Being Fast

[11:21] How to be Authentic in Sales

[18:24] Be Driven by a North Star

[25:25] Avoiding Hiring Mistakes

[31:42] Why Self-Awareness is Rare

[34:27] On Punctuality and Integrity

William Vanderbloemen is an entrepreneur, pastor, speaker, author, CEO, and Founder of Vanderbloemen Search Group, an executive search firm serving churches, ministries, and faith-based organizations. Before founding Vanderbloemen Search Group, William studied executive search under a mentor with over 25 years of executive search at the highest level. His learning taught him the best corporate practices, including the search strategies used by the internationally known firm Russell Reynolds. These experiences have come together with his pastoral work to form a unique gift for helping churches and ministries build great teams by finding their key staff.

Resources:

Follow William on LinkedIn: https://www.linkedin.com/in/williamvanderbloemen/

On X/Twitter: https://twitter.com/VanderbloemenSG

William's website: http://Vanderbloemen.com

William’s Books: Be the Unicorn, 12 Data-Driven Habits that Separate the Best Leaders from the Rest; Culture Wins

Sales leaders may find it challenging to grasp the true essence of effective coaching, often mistaking the practice as pointing out flaws and errors. However, coaching is much more than that. It's about illuminating paths to growth, nurturing meaningful connections, and empowering individuals to unleash their full potential.

Mike Esterday and Derek Roberts, authors of the book Listen to Sell: How Your Mindset, Skillset and Human Connections Unlock Sales Performace, join host Will Milano for part 4 of Mental Selling’s special series.

In this conversation, Mike and Derek shed light on the existing challenges and misconceptions surrounding coaching and how it enables sales leaders to inspire greatness in their teams. They emphasize the importance of shifting the mindset of sales leaders to one that views coaching as a means of unlocking individual potential and driving collective success. Mike and Derek believe that through effective coaching, sales leaders can create an environment where team members feel valued, supported, and empowered to achieve greatness.

In this episode, you’ll learn:

The role of coaching and how it provides a vantage point for salespeople to see aspects of their performance they may miss on their own.

Why effective coaching entails active listening, asking probing questions, and refraining from providing all the answers.

Why coaching should be provided to all team members as part of their growth and development rather than focusing on those who are struggling.

Resources:

LISTEN TO SELL: How Your Mindset, Skillset, and Human Connections Unlock Sales Performance: https://www.integritysolutions.com/listen-to-sell/

Mike on LinkedIn: https://www.linkedin.com/in/mikeesterday/

Derek on LinkedIn: https://www.linkedin.com/in/derekroberts1/

Without a steady stream of potential customers, keeping your sales going strong is hard. Pipeline growth and outbound lead generation are essential for success in sales. It's not always easy, but with the right mindset, strategy, and persistence, you can build a strong pipeline of potential customers and keep your sales flowing smoothly.

In this conversation, Jeff Winters, Founder of Sapper Consulting and Chief Revenue Officer at Abstrakt Marketing Group, joins to discuss how the mindset surrounding pipeline growth and outbound lead generation is crucial for success in sales. He emphasizes the importance of understanding that achieving success in these areas requires both an art and a science. Jeff touches on the role of sales leadership in supporting sales representatives during slumps, the concept of sales enablement, and its significance in empowering sales teams to perform at their best.

In this episode, you’ll learn:

The importance of mastering both the art and science of pipeline growth and outbound lead generation in sales.

The concept of building resilience and maintaining the right attitude for long-term success in sales.

The idea of setting micro-goals and embracing failure as essential components of the sales process.

Jeff Winters is a seasoned entrepreneur with a passion for driving business growth. His experience navigating the highs and lows of entrepreneurship leading sales & marketing teams has equipped him with invaluable lessons in sales, leadership, and operations. Jeff is also the co-host of "The Grow Show" podcast, where he shares genuine stories and practical insights from experienced leaders in the business world.

Resources:

Follow Jeff on LinkedIn: https://www.linkedin.com/in/jeffreyscottwinters/

Jeff's website: https://www.abstraktmg.com/

The Grow Show Podcast: https://thegrowshowpodcast.buzzsprout.com/