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.

While conducting interviews last week, I encountered a wonderfully prepared resume which was followed by letters of recommendation and a good phone interview. Sadly this candidate chose the most inappropriate attire possible. Whatever you do when seeking a professional opportunity, don’t overlook the importance of appearance and first impressions.

I realize that how we dress is a matter of choice and personal preference and even cultural background.  And in fact, a wardrobe can easily be updated and the wearer coached.  But poor clothing choices can create poor first, last and lasting impressions.

For most professional positions in sales, it’s a safer bet to remain on the side of polished, conservative and professional.  Don’t assume that the interviewer wants to see your cleavage, tops of your thighs, flip flops or the top of your underwear. When an interviewer is faced with a significant dress code challenge, they consider all the other candidates they have and no matter how well you interview or look on paper, the challenges of coaching on attire can be viewed as a delicate, HR challenging topic.

Don’t assume that conservative professional attire will keep you from setting yourself apart from all the other candidates either. To set yourself apart, do your research on the company and on the people you’ll be interviewing with and have a clear plan on how you’ll bring benefit to that organization. I’ll provide additional interviewing and career search ideas in a later blog, but for now, back on the topic of attire.

No excuses not even budget. If you have minimal budget for business attire, start now in the discount stores like Filene’s Basement or Marshall’s to name a few. Even Target has great inexpensive choices.

Discount shopping may require a little searching and an eye for seeing how separates can come together to create a professional look.  So if you don’t feel comfortable, bring someone that dresses for success with you or take a picture with your phone and send it to a friend for advice before going to the check out.

Try things on and ask for opinions from people that care about your success on your clothing choices before an interview. The market place is competitive and it’s not enough to just be the best at what you do. Take the time to prepare all aspects of the interview process including attire. You have only moments to create that first, last and GOOD lasting impression. We’d love to hear about your ideas, suggestions or dress for success – success stories.

This week I observed a Regional Trainer named Hyla, swoop in from California to help manage the sales teams during the absence of their Leadership. The tricky part of swooping in during major change is to do so gently yet firmly. The ability to do this without overturning the sales teams ATTITUDE applecart is an important skill — that sadly, for many is not always intuitive.

Hyla initiated an open door needs analysis with each sales person. She then applied focused listening techniques.  Considering the needs of each person – Hyla outlined the structure and set expectations. These expectations were another change so based on what Hyla heard in the sales team discussions, she incorporated the Feature Advantage Benefit (FAB) sales technique to encourage early adoption of the changes.

As for the more tactical activities, a contest was developed to make preparation and prospecting fun. The sales teams in this district regained focus, momentum and attitude was on the upswing for most everyone on the team. This month the sales teams laughed, joked and focused while they sold one of the largest months ever.  Patience is a Virtue, Gentle Firmness is a Leadership Skill, Encouraging Early Adoption is a Sales Technique, and in sales-like sports – ATTITUDE IS EVERYTHING.

We all like to feel that we are in control of the things around us. It is the lack of control that creates resistance. Sometimes just asking a person what they think about the changes coming and how they think the changes will impact them,  helps them feel as though they are respected enough to be included and can therefore plan ahead or can be coached to address the changing tides.

Without some consideration for those affected by change, many may feel as though they are being swept away by a strong current. Or worse yet that they are being swept over by a current because the tiny boat they’re in is insignificant.

Kudos to this Hyla for getting the people involved in the changes in a way that helped them maintain the right attitude and take ownership quickly.

We’d love to hear your thought or success stories.

I found books with tag lines that read “Cold calling is dead” or “Master the art of cold calling” And naturally if you want them to tell you how to gain new business “without cold calling” or if you want them to tell you what the techniques are that will help you “master cold calling”, you’ll just have to buy the book.

Don’t get me wrong, I’m all about having reference material. But you might want to read it here for free – first.

During my direct selling days, I conducted seminars and invited C-levels from existing and potential target clients to attend. This was not a sales presentation.  Instead it was an opportunity for my target and existing clients to obtain new information that was pertinent and important in their industry.

It was also presented as an opportunity for them to meet and collaborate with other C-levels in their industry.  I always scheduled these free informational seminars on a Friday’s at 1:00 or 2:00 PM which gave my workaholic contacts an early – out of the office – on a Friday afternoon.

There is a little preparation involved and depending on what you are selling, there is also a way to have your partners/vendors pay for the facility and refreshments at your event. (Free details provided upon request)

To set this up you simple need to target your audience– selectively and carefully. Industry specific is the easiest route. Then you learn about the challenges in that industry and obtain the resources that can speak to those challenges. Remember – this isn’t about your products or services. It’s about an information exchange, helping your clients and target audience so that they will gain important insights. At the very same time these clients will also see you as someone that is resourceful, helpful and cares about their industry.

The first two or three industry challenges must be answered without bias to your products.  In general – these are the things your speakers/experts can provide credible advice on.  Two out of three challenges might very well be addressed by a solution you can provide, but your experts remain neutral. (There are a number of companies that provide these services/products, etc).  Your speakers may be instructed to engage the audience via open ended questions.  (further qualifying any immediate business needs.)

If you targeted well, the people in the room are qualified targets and / or great references or referrals that will keep your funnel full which of course can equate to ” No More Cold Calling”.

If you’d like more detail on how to pull this together:   make a comment, share a success, send me an email or just ask right here.

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!