Sales Training - Pre-empting and Reframing Objections

Pre-empting an objection means that you bring an objection that you expect to hear early in the sales call and then deal with the objection so it cannot be brought up again. Make sure to answer any common questions and concerns before the client can ask. By pre-empting objections before the client can raise them, you decrease resistance.

For example: Want to think about it, you might say:

“I had one client who wanted to think about it, when he was taking his time to think the opportunity had gone, you wouldn’t want that to happen, would you? ”

List the Objections you normally hear:-

How can you pre-empt these objections?

Reframing Objections

A frame provides a context or focus for your thoughts and actions. Just as a picture frame puts borders or boundaries on what you can see in a picture, the frames of reference that you choose as a result of your beliefs about yourself and others, your perceived role in life, your perceived limitations in skills/abilities, etc. can limit what you see as possible or can open up all sorts of possibilities. You (and if you allow them, others) are continually setting timeframes, boundaries, limits, etc. on what you can and can’t do - often without any real thought about the consequences or if the limitations are true.

Changing the frame of an experience can have a major influence on how you perceive, interpret and react to that experience. The purpose of reframing is to help a person experience their actions, the impact of their beliefs, etc. from a different perspective (frame) and potentially be more resourceful or have more choice in how they react.

Reframing going on all around us:

• Politicians are masters at reframing. It seems no matter what happens, they can put a positive spin on it for themselves or a negative spin for their opponents.
  
  
• You may be frustrated at your wife for inviting the elderly gentleman next door for supper. Until she points out that if you were in his shoes, then you may find this simple act to be the highlight of your week.
  
  
• Consider that old wooden table in the basement that you use as a temporary workbench for sawing wood, nailing things together, etc. Instantly, it is seen differently if someone tells you that it is a valuable antique.
  
  
• Jokes are reframes - you are guided to think in one frame and then the frame (meaning or context) changes.
  
  
• Fairy tales often use reframes to help children see different perspectives or the consequences of ‘crying wolf’.
  
  
• An excuse is a reframe that attributes a different meaning or context to your behaviours.
  
  

Some more notable reframes are:

• During the 1984 campaign, there was considerable concern about Ronald Reagan’s age. Speaking during the presidential debate with Walter Mondale, Reagan said “I will not make age an issue of this campaign. I am not going to exploit, for political purposes, my opponent's youth and inexperience.” Reagan’s age was not an issue for the remainder of the campaign!
  
  
• There is a story about Thomas Watson Sr., the first President of IBM. A young worker had made a mistake that lost IBM $1 M in business. She was called in to the President’s office and as she walked in said, “Well, I guess you have called me here to fire me.” “Fire you?” Mr. Watson replied, “I just spent $1 M on your education!”
  
  
• A father brought his head-strong daughter to see Milton Erickson - the famous hypnotherapist. He said to Erickson, “My daughter doesn’t listen to me or her mother. She is always expressing her own opinion.” After the father finished describing his daughter’s problem, Erickson replied, “Now isn’t it good that she will be able to stand on her own two feet when she is ready to leave home?” The father sat in stunned silence. That was the extent of the therapy -- the father now saw his daughter’s behaviour as a useful resource later in her life.
  
  

Reframing an objection is taking the objection and putting in a different context.

Let's use the price objection -is the context of the price objection - too expensive or outside the prospects budget.

Mostly the problem with price objections - they need to be pre-empted and handled at the qualification stage of the sales and then reframe should they come up when you are at the commitment (or closing stage of the sale).

Colly Graham
www.salesxcellence.com
www.salesxcellence.co.uk

Ten Mistakes Made on the Telephone Part One

Building Rapport

Being in rapport is the ability to enter someone else’s model of the world and let them know that we truly understand that model.

To be able to establish rapport is one of the most important skills a salesperson can have. It is the ability to form a powerful common human bond and develop long-term relationships with customers.

Most sales people are trained to convince, persuade and manipulate the buyer by tricks and closing techniques. That was based on the assumption that the sales person knew best, and that the buyer had made bad choices in the past and that people will only buy what they need. With that belief in mind; sales calls are easy, help the person find out what he needs, create an environment of agreement so that he feels comfortable with you, and if he needs what you’ve got and is in a position to buy it, he’ll buy it.

One of the fundamental rules of communication is that we need to operate from the customer’s map. We need to create a buying environment. A buying environment demands a comfort zone to establish trust and rapport – to create a “we space.”

What are your personal beliefs around creating a relationship?

We need to learn how to be in sync with strangers in order to feel comfortable. And rapport means being similar enough not to notice the difference. It is a highly individualised skill; different people will establish rapport with their customers in different ways. To some extent connecting is a matter of "chemistry" and chemistry is not always found between people.

If a salesperson is aware of the importance of building a bond, however, and makes an effort to do so, he or she will increase the likelihood of establishing rapport. Sincerity is the cornerstone of the salesperson's establishing a bond with the customer.

To get into rapport, we must learn to be comfortable on three levels:-

1. Physical (voice and language patterns)

2. Mental (shared interests)

3. Emotional (beliefs, values and goals)

"When people are like each other they tend to like each other"

Take any relationship between two people and you will find the first thing that created their bond was something they had in common. We create rapport by discovering things that we have in common, "mirroring". Mirroring means getting into rhythm with the person on as many levels as possible.

The Secret of Rapport – PACING
Pacing means meeting the other person where he or she is, reflecting what he or she know and assumes to be true and matching some part of their ongoing experience. We can pace a person’s mood, body language and speech patterns (including speech, tonality, volume, the words phrases and images the other person uses, pace their beliefs and opinions and pace their breathing patterns

Pacing is a way of building trust and credibility.
The degree of rapport that you establish with a customer depends on your ability to MIRROR that person. Mirroring the person in such a way that you are talking the way that they talk, sitting the way that they sit, moving in the general patterns that they are moving, breathing in the same general rhythms, and appearing to share the same values, you are establishing the basis of rapport.

Emotional Mirroring, if a person is emotionally down and you approach them with an enthusiastic, "back slapping", hail and hearty manner then rapport will not be established. The reverse is also the case, if the person is feeling on top of the world and you are obviously having a bad day, then the person will not want to be dragged down to your level of emotion. Meet the person at the emotion they are displaying. If it's frustration or anger you experience with them not at them.

Posture mirroring can be thought of as body language mirroring. Posture mirroring is certainly not "monkey see, monkey do." This would look ridiculous and insult the other person. The technique called "cross over mirroring" is very effective at developing rapport.

If your customer crosses his arms then you cross your legs. If they rest their head in their hands, then you touch your chin. If your customer’s hands are in his pockets then you should put your hands in your pockets or fold your hands in your lap. Obviously matching the other person's body language should not be overdone. Be subtle.

The tone and tempo of your voice are just another way that you can establish rapport. Tone and tempo is how you speak, not what you say but the way you say it. 38% of the impact of a message is how we say the words! It's the speed, loudness, inflection and rhythm. Each of us tends to speak at a pace that we enjoy listening. The rate of speed varies among individuals and among cultures.

Values and beliefs mirroring means that you do not step on the other person’s values and beliefs. You should avoid using the word BUT because it negates everything you said before it. e.g..” You have a lot of great books in your bookcase, but I don't see any best sellers?" The best way to establish rapport is to not take exception or be argumentative, HOWEVER or AND is a better bridge if you wish to move from one supposition to another.

Shared interest
Shared interest can be an extremely strong rapport builder. You should demonstrate to a customer, for example, that you fully understand their problem and together you will work on finding a solution. If there is something that you can relate to that you also have an interest in e.g. children, football, weather, etc.

Studies have also shown that one of the skills that highly successful people in business have is the ability to build a strong rapport base before moving into influence strategies. This is a very valuable skill in selling and the foundation of all long-term business relationships.

www.salesxcellence.co.uk

Sharpen your sales skills - Selling in a recession

Colly Graham of Salesxcellence offers some tips on Selling in a recession

Once people believe there is going to be a recession they start to feel negative about their selling prospects.

Do you have a clearly defined Sales Strategy?

A Sales Strategy is basically a calculated and tactical plan for acquiring new business, growing existing business and making and exceeding the company sales quota. As in all good plans you need to begin with the end in mind. What is it you want to achieve - be specific? Knowing what you want to achieve will allow you to formulate the necessary steps to achieve the results you are seeking.

• How Much?
• By When?

There are four basic parts of a sales strategy:
1. New business acquisition
2. New business acquisition tactics
3. Existing business growth strategies
4. Existing business growth tactics

Four Parts of the Plan
Sales Quota: This critical element of plan sets the tempo of efforts throughout the year and provides quarterly, monthly, weekly and even daily sub-goals for you to achieve.

Sales Territory: Refers to the geographic area, list of named accounts or specific market niche you have been assigned to in which you are to sell products, services and solutions.

Strategy: The plan necessary to accomplish the company's sales' goal

Tactics: The steps necessary to carry out the plan.
Analyse your existing customers - who has not bought in the last three to six months - go after them and bring them back into the fold.

Stop being a hunter and become a farmer - look at the activities of the farmer and apply it to your accounts.

With the farmer concept, you look upon your accounts the way a farmer would look at his land. The farmer cultivates, prepares, plants, seeds, waters, fertilises, weeds, protects, grows, develops crops, harvests and then starts the cycle all over again.

1. Cultivating - learning as much about your customer as possible to discover opportunities to see what you need to plant so that you can harvest the results.
2. Preparation - putting yourself in a better position to service the customer, building your relationship to understand his business at depth, asking questions to uncover and discover further opportunities.
3. Planting - using your skills as a problem solver to offer solutions for the further problems you have uncovered within the account. Helping the customer realise that he has further problems that you can solve.
4. Seeding - demonstrating how you can solve this problem.
5. Watering and Fertilising- showing how other customers have benefited by placing further business with you
6. Weeding - keeping your competitors out of your accounts.
7. Harvesting - requires that you get further business from the existing customer - you get more sales!
8. Continuous Harvesting - requires that you maintain excellent customer relations

And finally build and strength your relationships with your customers.
Build a relationship of mutual trust and respect with clients through rapport. Protect your accounts from competitors by adding value to the relationship by identifying opportunities that have a positive impact on their business. Today's customers have become more sophisticated and demanding of higher levels of customer service than ever before. They want someone they can trust who understands their needs and wants.
Customer loyalty should be what we seek to give rather than what we seek to get.
As Zig Ziglar is famous for saying, "You can get anything you want in life if you will just help enough other people get what they want."

Businesses Growing Despite Recession with Sales Training

Colly Graham, CEO of salesxcellence, with over forty years experience in sales and business start-ups, says companies who are thriving and surviving the recession are focusing on their sales strengths and deploying sales training to grow sales.

salesxcellence is experiencing an increasing demand for solution based sales training from businesses who see the recession as an opportunity to win business and grow sales.

Colly says, yes you can grow in a recession, past recessions companies who focussed on growing and strengthening their sales teams through sales management and sales training have watched their profits grow. Colly continued to say managing and focussing on your key customers in tough times is the way forward in tough times. Define where the top 20% of your profit is coming from and focus on building a closer relationship with these accounts.

Referrals from top customers will win business from your competitors start asking to be referred and give your customers referrals to help them grow.

Identify your customers pain and offer a solution to their problems. Solution based selling means working with your customers to offer a solution to their business problems. Build a relationship with your customers to understand their businesses and learn what keeps their CEO awake at night.

One of the most valuable tools in any sales programme is the ability to forge and strengthen customer relationships। The complex sale demands multiple contacts, impacts shifting sources of power and decision in your customer's organisation. It requires you to manage a multitude of details thrown at you from every direction. Today's professionals need strategic and tactical advantages to retain and win valuable customers in a market of high uncertainties and intense competition. Salesxcellence's Sales Solutions training employs the latest research and development in the field of sales communications.

Action Sales Management Coaching

• Have your people set specific goals and connect with them regularly to maintain accountability.
• Evaluate where people are at from a personal, and/or competency basis to assist you in developing them to their full potential.
• Always leave people with action steps, goals and deliverables.
• Use a template or formal tool for inputting, tracking progress, and generating feedback on the coaching progress.
• Have a process of profiling and targeting those people who are ready to be coached now, invest coaching time with these people.
• Provide quick focus sessions to problem solve and trouble shoot between regular coaching sessions.
• Listen to truly understand others unique point of view.
• Are you an effective listener?
• ¨ Facilitate the process of problem solving with your people in coaching sessions instead of just giving them the answer.
• ¨ Gain rapport and credibility with a wide variety of people that you coach.
• Keep the conversation focused and on track.
• Ask probing questions that get people communicating and sharing truth, challenges and fears that may be inhibiting them from succeeding.
• Use and fully understand the applications of assessment tools and processes as a coach.
• Ensure People finish a coaching session with re-energized, focused and committed consistently

Colly Graham
www.salesxcellence.co.uk/

Identifying Decision Making Strategies

The classic model for decision-making is as follows:

1. Analyze the problem or situation

2. Generate alternative solutions

3. Pick one of the alternatives

4. Implement the chosen alternative

5. Monitor the results of that choice

People actually make decisions on a highly individual basis. It is important to understand how people make decisions when you want to influence the decision they make. You will want to know his or her decision strategy. A decision strategy is the process a person typically goes through in making a certain kind of decision. Any given individual may have several decision-making strategies for different kinds of decisions, such a buying a car, purchasing a computer, approving budgets.

Bandler and Grindler, the founders of NLP, divided the decision strategy into three phases:

1. Motivation
In this phase a person becomes interested in considering making a decision. The person is ‘deciding to decide’

2. Decision
Once interested, the individual in this phase decides on a particular course of action (such as buying a particular car or a computer system or approving or disapproving a budget). The decision not to do something is also a decision and gives you as much useful information as the decision to go ahead with a particular course of action.

3. Verification
Here the individual verifies that his or her decision was or was not a good one. (Sometimes called ‘buyer’s remorse’)

In the Motivation stage people are only motivated to consider looking for another car when their present car starts to give trouble or some people may be motivated by impulse when they see a shiny new sports car.

In the business-to-business role people are motivated when they have a business problem that is causing enough pain to demand a solution. However the case may arise that you as a sales person needs to uncover the problem/pain to provide an opportunity to solve a problem. Or alternatively a company sees an opportunity to do something more efficiently or to grow sales for example; this again provides the motivation to look for a solution.

In the decision phase some people examine every alternative. Others need only two or three alternatives from which to choose. People use their perceptual modes, (representational systems) to make a decision. They want to see proof, hear about or have an intuitive feeling. They may be concerned how others will react to their decision and how they will be perceived for making this decision.

The verification is as equally individual. Some may experience buyer’s remorse whilst others may spend time justifying their decision. There are numerous combinations of the decision-making strategy.

1. Motivation

· What prompted you to buy your last ___________________?

· How did you decide you wanted or needed to ___________?

2. Decision

What factors went into your last decision to _____________?

When you made your last purchase of __________, what were the deciding factors in your mind?

How did you reach the decision to ___________?

What factors were most important in your decision to ______?

3. Verification

How did you feel after you decided to _________?

Visit www.salesxcellence.com

How to Handle Sales Slumps

HOW TO HANDLE SALES SLUMPS

Sales Manager's Workshop

A slump in sales can be caused by a single factor or a combination of factors. It can result from a recent event (such as the loss of a major account) or from faulty sales tactics (such as neglecting accounts or poor customer relations) during an extended period of time. Here are some suggestions for dealing with a sales slump:

* Review your sales call reports objectively. How many calls have you made during the past three months? What percentage of those calls was on prospects? What was your average number of calls per day?

* Review your sales volume for the same quarter. What was your average sales production per call? What percentage of your sales volume was from new accounts?

* Review your customer records. Were there any significant changes in the buying patterns of established accounts?

* Correct the faults that the review of your sales calls and sales production reveals.

* Change your sales routine. Work a part of your territory or market that you might have neglected.

* Freshen up your sales presentation. Have friends and colleagues give you their critique.

* Stay out of the office for several days, calling in from the field. Concentrate on calls to new prospects, rather than existing accounts.

Print this list out, for ready use, to deal head-on with a sales slump, as soon as it presents itself.

Source: Stephan Schiffman, "25 Sales Habits" (adapted)

The Sales Process

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Get Out of Voice Mail Jail

Voice Mail
Friend or foe to the sales professional?

What is your instant response to the question?

If your belief is voice mail is bad.... it will be bad! You will validate that belief by making sure you get no value from it. If there is one thing guaranteed to drive consultants up the wall, it is trying to get prospects to return their calls. We are in a catch-22, you cannot drop in without an appointment, but we cannot get an appointment because nobody returns our calls. You just cannot win sometimes.

I estimate that over 50 percent of the time we are reaching voice mailboxes instead of real people. With those kinds of statistics, you would think we had be better prepared for the situation… but most of us are not.

We had better be prepared because, whether we like it or not, the telephone, voice mail, e-mail, and other technological roadblocks to reaching our clients have become a reality.

Many of us feel that prospects are hiding behind their voice mail or e-mail systems. Not so. They're not hiding behind them, they're using them to screen or filter out potential time-wasting activities.

Perhaps you put the phone down and say s*x!! And think I will call later.

What a wasted opportunity! In my mind, voice mail is great! Why?

Any idea how much people pay for a 30 second commercial during the FA Cup Final/Champions League Final...about £500,0

Seven Ways to Improve Your Telephone Sales

Seven Ways To Improve Your Telemarketing

Telesales Magic Telesales Skills

Whether you're new to telemarketing or are a telemarketing pro, these seven telemarketing tips could give you the boost you need to start your phone sales career off right -- or to become even more successful.

1. Establish daily goals of how many calls you are going to make
If you have problems making as many calls as you want, begin counting pick-ups, not contacts. Begin with one or two a week, if that is your present calling rate. Pick-ups are defined as your picking up the phone and dialing for money.

2. Have a written telemarketing script prepared ahead of time
Practice this script until it becomes a natural part of you. Make sure this script contains a one-sentence description of your expertise and a "hook" to answer the one question that is always in the mind of the prospect: "What's in it for me?"

3. Tape record your telemarketing calls
You can improve your delivery and listening skills, and reduce the "ahs," "you knows" and other unprofessional elements of your delivery.

4. See your telemarketing calls as a game in which the objective is to "win"
Get the prospect to either agree to receive your marketing piece or to see you face to face. View the call as an opportunity to improve the prospect’s circumstances by informing her about your goods or services . Make the call as if you had no fear or doubt and were simply calling up someone to give or get information.

5. Never waste a telemarketing call
If the prospect isn't available to talk, use the call as an opportunity to talk with his screener to find out more about the company. If he isn't interested in your proposition, find out something else about his operation so you can refer other members of your network who might be of assistance.

6. Always remember to ask for referrals
Regardless of the outcome of a telemarketing call, always ask, "Who do you know . . " and fill in with a comment appropriate to your prospect's business.

7. Profile your best prospects, and acquire a telemarketing list matching those exact attributes
This is an easy way to improve your "hit ratio” instead of calling at random or using the phone book