All of us here who believe in the “Pure Motive Service” model are excited to announce that this fall a new format will begin that is going to allow for more access to LIVE training at the appropriate level of instruction. These new classes which were requested by popular demand now make it more affordable and take less time as well. “This way your people can attend a Total Immersion 3-day event and begin using the material the very same week,” said Joe Crisara who is not only the class instructor but President of the Total Immersion Service System.
In times like this, when never been more information for sales people and service professionals today, ironically some of the best service companies and their people struggle to differentiate themselves from the pack. To be blunt, most of what these companies do amounts to “lip service” about how they are different and better with no real action that proves their claims. Results never lie. If your fanny hurts after a sales or service opportunity, you’re probably getting your butt kicked by your competitor. I have outlined “3 Reasons Why You’re Getting Your Butt kicked” to help you see where you could improve. After reading this can you see any other things as well? Please read this then comment… Continue reading “3 Reasons Why You’re Getting Your Butt Kicked”→
Too many times a sales or service person goes into a presentation of their services without knowing some of the essential things that will make it easier for them to create a WOW customer service experience. Knowing this essential information will not only be more meaningful to the client they are serving but will also be a better use of the service provider’s time as well. In that respect I have put together a list of 9 things to know before presenting your solutions and also the reason why you should ask these things before giving your potential client information about you. Continue reading “9 Things To Know Before Presenting Solutions”→
How do you know when you are providing great service? Go through the “4 Be’s” Of Great Service below to see how you measure up. Many people feel that great service is one-sided.
They feel as if you as the service provider must do everything a client tells you to do right or wrong. Great service is provided when the stakes are equal. You are working “with” your clients and not “for” your clients.
You are equal partners in that the client must want your service and you must determine whether the client’s request is the right thing to do or the wrong thing. Whether you find that you are a good fit for each client or not, be happy that they found the path that is right for them. Continue reading “The 4 “Be’s” Of Great Service”→
Fear can disable the best of us. Many times the fear we face in service and sales situations start to make us create assumptions that lead us to dysfunctional behaviors. Sometimes the fear begins with finding a huge problem that the customer didn’t expect on a typical call. The problem is viewed as small or routine by the client but after you diagnose the whole system you find the problem is bigger than anyone anticipated. The fear that the client may think you are trying to sell them something they don’t need may paralyze some into covering up the problem instead of solving it.
Indeed service or sales people who fear things like the economy, high prices, their ability to sell, close or handle objections usually blame the fear itself which stops them in their tracks, instead of trying to sculpt an effective response to it. Continue reading “Using Fear As a Barometer”→
The difference between a REAL professional in any occupation and those who aspire to this status is not the talent level or even any of their great achievements.
The main difference in my opinion are the times when they struggle or find themselves in a slump. The true professional does not lose their enthusiasm when faced with a setback or challenge. On days when the normal person would rather call in sick, the professional shows up and gives the same effort they would give on their best days. What then do professionals do when they go into a slump or suffer a poor performance? They always go back to the fundamentals and remember the little things that mean a lot when the pressure is on. Continue reading “9 Ways To Bust Any Sales Slump”→
Someone who studies the sales process like myself may be the easiest person for a good salesperson to sell to.
Believe me, I’ve seen and heard more than my share of sales presentations in my life, and most all of them either made me laugh, made me cry, bored me, repelled me or angered me.
I actually pity the people who use outdated, scripted and ineffective sales techniques.
I also get frustrated when I see someone who is good at their trade but too timid to have the confidence to ask for the job. The have essentially poured themselves into how to be very good at their trade but have not invested in the skill needed to convince someone to purchase this knowledge.
I love this video of world famous entrepreneur Richard Branson because it illustrates a principle so simple yet so elusive to most business owners in the service contracting industry. The principle is the ability to listen to the ideas of others rather than making assumptions that you think you may already know everything you need to about being successful. Watch the video and contemplate your ability to listen to your employees, customers or others who may give you some clues to be more successful.
I received a call from a service contracting sales person named Fred about a situation he found himself in that really took his confidence down a notch. Fred is the top performer at his company and has achieved a 73% closing rate with a 55% gross margin on his jobs. By all measure of success he was a doing a great job.
One of the biggest weaknesses ineffective salespeople have is their desire to “look good” in front of their customer. If only this desire to feed the ego was as great as the desire to feed their wallet, life would be very different for these “happy losers.”
A Happy Loser?
I use this term because it perfectly describes the salesperson who is happy to look good even if it means no sale. The need to look smart and sharp to a prospect is more important than getting the result they want. Their success and their income suffer greatly because of it.
Once in a while there’s a subject that crosses the boundaries between sales and customer service that Joe and I fight over who actually get’s to blog about it. Today I won.
We are busy people, as I am sure the rest of you are too. We have been so busy around here lately that we decided we needed an extra set of hands to help with some of the daily chores and hired a woman from My Girl Friday. Colette. She’s awesome! Continue reading “What Does Tentatively Mean To You?”→
You may have heard that most sales people who struggle just lack commitment. You may have wondered what that statement really means. Specifically, for me it means to be committed to bringing the transaction to a conclusion after you have made a presentation of your solutions.
I can tell spring is about to arrive when I listen to my favorite sports radio show and I hear the ‘Hot Stove” league heating up. The show hosts go on seemingly forever about the same players and how they fit in to this years team. This week they started to play the pre-season games in earnest as all the players try to play themselves into mid-season shape by the first week in April.
In the selling world try to think about how you can use this time of year to do the same thing. What i mean is that we have all endured a challenging economy over the recent past. Just remember that when a person who is good at selling their services goes to work that the economy is always a lot better. At least it is for those who are in great mid-season selling “shape.” Continue reading “Keep Your Eye On The Ball”→
As the 2010 Winter Olympic games came to a close I am haunted by a certain story which involves snowboarder Lindsay Jacobellis and her failed attempt at redemption. Jacobellis suffered a disastrous crash four years ago at the Turin, Italy winter Olympic games when she celebrated too soon just moments from the finish line. She basically had the race won but could not resist the temptation at showing a little flash at the wrong moment and instead lost the race.
The reason this failure stuck with me far more than all the Olympic victories i witnessed is probably because as a sales coach I see this phenomena far more than I would like when trying to help sales people attain better results. The pain of losing is vivid to me whenever I hear the sales person tell me that they have a sale that is “pretty much already sold” and then they start talking about it like they actually have closed it. But here is the twist. After I question further I find that they aren’t even close to getting the sale. Continue reading “Do You Make This Olympic Sized Mistake?”→
If you watched the Super Bowl a couple of weeks ago you saw a play that will probably go down in history as one of the boldest and gutsiest plays ever called. The play I’m taking about happened at the very start of the second half. It’s called the “onside kick.”
Most teams, especially in such a big game would decide to do the “normal” thing and kick off to their opponent. This gives the opponent a chance to possibly score first before they get the ball back. The play is usually reserved for moments of desperation at the end of a game.
There was no sign of despair when New Orleans Saints coach Sean Payton did the opposite of the routine way, not this time, not this day. He boldly made the decision to not wait to get the ball back to start the half. Essentially he sent a message, “We will not wait for our success to happen. We are going to make it happen.” Continue reading “Super Bowl Sales Lessons”→
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