Sales Coach Debi

Sales Skills – Specifically Questioning Techniques to Improve Your Social Life?  Come on.. Really??

Yes Really!

I recently attended a party where most of the participants had not previously met. It reminded me, to some extent, of a Business Networking function. I decided to spend a little time in this event observing conversations much like I do when coaching our sales teams.

What I noticed immediately was that there were two main sets of communicators, those that engaged their partner and those that disengaged and even alienated their new conversational partner.

Here are the differences I observed:

The communicators that spoke with many people and kept the conversation engaging were the people that asked open-ended questions. You know… those are the questions that begin with – who, what, where, when, why, how, tell, me more about that, etc., Selling Skills 101, right? Exactly!

These effective conversationalists not only asked good open-ended questions, they also interjected with their own experiences as a way to relate to what the other person was saying. But they kept the conversation on themselves only briefly as it related and/or they’d interject with a little story. These effective conversationalists took great care in turning the conversation back to the other person.

Those that struggled with interactive conversation had no idea what they were doing wrong. I typically refer to this conundrum as “can’t see the forest through the trees”

What were these struggling conversationalist doing to get in their own way? This group was engaged in asking close-ended questions – these are those questions that begin with, “Are, Is, Do,” etc. and in doing so, these conversations appeared strained, impersonal and interrogative in nature. To make matters worse, these ineffective communicators interjected with far too much “look at me” related experiences – keeping the focus on themselves for far too long.

My advice is simply this: PRACTICE – Practice at home, in the grocery store line and in social settings.

Get in to the habit of naturally – just asking open-ended questions and see how much more information you obtain and how much easier the conversation flows.

In sales, effective communication and questioning techniques help us gain the details we need to understand our client’s business needs. When we question and converse effectively we also gain credibility and in the long run this differentiates us and allows us to help our clients more thoroughly.

This is a skill that can be obtained – but only with deliberate Practice, Practice Practice!

PS. Those effective communicators had the best conversations and made more new friends.

We’d love to hear from you.. share your conversational experiences.

Think about how you feel when someone recognizes your abilities. Does it make you feel good? The answer to that question is typically, yes! People are more willing do things that help them feel good, appreciated and accepted.  Praise and recognition when sincere and specific encourage a tremendous amount more positive productivity than criticism does. That is not to say, we don’t correct bad behavior. We certainly must and we must do so mindfully.

It is important to be selective when coaching bad behavior as well. This goes without saying but I’ll say it anyway.  Don’t publically criticize and never humiliate!  Also consider that every time you see an area for improvement in an employee, this may NOT necessarily be the time for coaching to improve the behavior, unless of course the behavior is one that could cause serious damage or harm.

Sometimes – thirty minutes to an hour of focused coaching makes more sense where multiple areas can be discussed and positives can be reinforced.

The alternative to this is continuous spot-check corrections throughout the day or at every observation. When spot-check corrections are overdone it can be viewed as nit-picky perfectionism or worst yet as negative reinforcement or nagging.

Employees should also be able to feel as though they are making some of the choices (that they have a say in the things that impact them).  Over-powering a conversation or situation for instance does not promote acceptance from others.  It is certainly possible that by overpowering and controlling an individual or situation the perpetrator will get temporary compliance, but this is not a long-term agreement.  Nor does it promote creative conversational interaction, idea sharing or empowerment.

For an employee to be truly persuaded they must believe in what you are asking them to do and they must feel that they have the ability to accomplish the task(s) at hand. Let them take responsibility and they will also take pride in accomplishing the task.

My favorite mentor once told me, “If you expect the best they won’t surprise you and if you expect the worst they won’t surprise you” Plain and simple – People want to feel that they are making a difference.  A Micro-managed employee is less likely to believe in themselves and over time, they will seek opportunities where they can feel valued and competent.

Keep in mind that seasoned professionals typically prefer not to be micromanaged. These are the very same professionals you want to hire into your organization. They want direction and goals and then they just need for you to get out of their way so they can get it done.

A Coaches’ - Notes to Self: “Attitude and confidence are everything – Especially in sales.”

To those who are coaching:  Take the “I” word out of your vocabulary as it relates to the employee’s work.  As an example, “I want you doing this”  Is about “you” the coach.  That’s not to say you shouldn’t define your expectations. You should and must define them – clearly.  Try framing expectations around the benefit to the employee for better engagement and results.

As a coach you are there to serve the employee – the employee is your customer.  Just as you would ask a customer to take action – Think about the benefit to your customer? Use “we” words over “I” words as often as possible.

Share your comments, stories or thoughts!

Russ Boreham of Chartered IT asked on Linked In:    Short and Precise Voicemails, Do They Work?:

The tried and tested method of leaving voicemails:

*Make sure they are under 30 seconds in length
*Be precise, state your name and why you are calling
*Give clear details of how to return your call
*Don’t give away too much information, entice the person to call you back.

But does this work? Why do the majority of messages fall by the wayside and go unreturned?

Does anyone have a better way of getting their calls returned on a regular basis?

There were many good answers – my answer is:

If you leave a voice mail: be brief, to the point and specific. And be certain the benefit to the person you are calling is stated in the first sentence. It must be a compelling WIIFM (what’s in it for me). In the end-repeat your phone number slowly and clearly twice.

” Russ, we met at XXX and as I am working with (recognizable name/same industry) on addressing the same concerns you are faced with in your industry, I wanted to to invite you to a joint meeting to see if we can help. Call me at ……………” again the number is…. Try it and track you stats. Then let me know how it works for you.

Happy Selling!

Another great story – 9 steps towards sales success

One sales person in Dallas last week discussed his success at a customer meeting. There are numerous factors that can make or break your success rate but the most important first steps – set you up for all the interaction that follows.

Preparation if done early and well can significantly increase your chances for success. This Dallas sales professional won the customer’s confidence and a sale that knocked out his entire quota for the year. The nine steps in preparation he completed before the very first meeting are as follows:

1. Thoroughly research the company and contacts
2. Determine pain points for that customer/industry
3. Decide and prepare your open ended general business questions 
4. Send your agenda and invite the customer to add others to it
5. Research the added participants for areas of commonality, roles and responsibilities
6. Ask yourself what each added participants cares about.
7. Decide how you will ask your open-ended questions ( see 11.5.09 blog)
8. Write the questions out with pen and paper or on a white board – ( helps you retain)
9. Find a coach, peer or family member and practice your questions for both probing and qualifying to disqualify. (more on qualifying to disqualify later)

Great preparation- early and completely sets you up for success and saves you from wasting time in the long-run on prospects that aren’t buying.

While training in Hiawatha, another trainer named Pat shared with us a Miller Heiman technique. It turned out to be a great example of how to explain what open-ended questions in logical sequence are – A technique that isn’t always easy to implement.

Probing is the single most important step in the sales process.  Unfortunately it is typically the most difficult technique to master because it requires real listening skills, fueled by genuine interest and impromptu interaction.  This step,  done well ensures more information with less “sales person talking” and that the conversation both flows logically and directs appropriately. And obviously, 0pen ended questions help you obtain the information you’ll need to determine if there is an opportunity to do business with your prospect and if so what that opportunity is.

It’s what you do with the answer you get while probing that count.

Consider the following practice: 4 Types of Questions

1. General – basic information, confirms what you believe you know from research or past meetings. These are more statements than questions.

2. Probing – need to find out more information about a response

3. Effect – (what’s the impact?) {benefits – value is here}

4. Commit – are you ready to take action about the impact? {benefits – value is here}

(Here is an example – let’s use Pat’s Smoker example)

1. General Question (confirmation statement) – Debi, I understand that you are a smoker.

2. Probing – How did you get started? What brand do you smoke? How much time a day do you spend smoking? When do you smoke?

3. Effect (Impact) – Debi, in your opinion, what are the possible effects of smoking on your health? If some serious health concern came up, what would the impact be on your family? What would the impact be if you were able to find a way to stop smoking?

4. Commitment – Debi, are you ready to look for ways to stop smoking?

Reading this won’t make it yours – Practice this technique with a peer, a manager, or a family member and use different examples until you get really good at it.

Share Your Sales Success Story!

Happy Selling!

A Coaches’ - Notes to Self: “Attitude and confidence are everything – Especially in sales.”

To those who are coaching: Take the “I” word out of your vocabulary as it relates to the employee’s work.  As an example, “I want you doing this” Is about “you” the coach.

As a coach you are there to serve the employee – the employee is your customer.  Just as you would ask a customer to take action – Think about the benefit to your customer? Use “we” words over “I” words as often as possible.

Share your comments, stories or thoughts!

Sometimes we forget that as individual buyers, we EXPECT to negotiate.  We know that if we don’t ask, we won’t receive.  Come-on — pay full price for that couch?  No way! Let me see if I can get a discount first. 

The same thing applies to your customers.  So expect them to ask, but don’t offer a reduction without the initial request and don’t offer a reduction without asking for something in return. (a longer term,  additional services, 5 qualified referrals that the customer calls and introduces you to, etc.) And be certain they know that their price reduction request is a BIG request.  

Don’t be afraid to say, “No, I’m sorry that we won’t be able to do business together today.

In order for us (my company) to be here long-term for all my other customers  it is my job to ensure a win/win for us both.  

As Tom Hopkins use to say, when you ask the closing question, “the first person to talk loses.”  

To update for today’s market – it is more important as a front-end seller, before the closing question, while in probing and negotiating, that the first person to talk price and/or to make price an issue is the very same person that turns your products or services into a commodity.  Customers just expect to negotiate.  Don’t commoditize yourself and don’t shop with your wallet on their behalf.  Take your price sensitivity out of it!

Most customers won’t admit it but they respect a sales person that has business savvy and understands the value of WIN/WIN.  

Share your experiences and help others in your profession. 

The Sale Professional’s  - Tip for the day: 

Sometimes you just have to say No!

I hope to create a place to help sales teams succeed in a new world and economy. If you or someone you know is in sales, (admitting it is the first step) have them join us to contribute and learn.

Become part of a forum to help others in the profession of sales.

Today our continued sales success is largely dependent upon an openness to embrace both historic techniques and newer ways of achieving sales success in a rapidly changing world.

On this blog we hope to:

• Share tried and true sales techniques and insights along with up-to-date techniques and discoveries in the world of social media
• Help Managers effectively encourage and reinforce positive attitude for positive outcome (after all, especially in sales, attitude is everything)
• Actively update a forum so sales teams can ask for and obtain free advice from me and many knowledgeable sales professionals that visit the site.
• Provide a place for sales people to share their sales ideas and successes
• Enable those in the ADD sales team environment with QUICK useful tips

Perhaps together we can help others shape their sales strategies to achieve success in the challenging and rewarding career of Sales.  I look forward to your questions, ideas and success stories.

Sales Coach Debi