Friday, October 31st9.5°C
23888
23823
Sales Meeting Minute

Are you dealing with difficult customers?

Wednesday mornings are tough enough without our most annoying client calling in with the usual simple problem that he is over-reacting to. We sigh and answer the phone - all while making the facial gestures of a person eating oysters for the first time in their life.

WHY does that client seem to be determined to drive you insane? It's your fault ...

Every morning the manager from the operations department stops in to tell you how your team messed up his operations this weekend. She is soooo abrasive. You answer in abrupt sentences and quite rudely push her out the door.

WHY does that coworker seem determined to drive you insane? It's your fault ......

Every Tuesday morning the boss has a "mandatory" meeting to review your prior week. You hate the meeting, and your boss is an idiot (and you know the feeling is mutual.)

WHY does the boss seem determined to drive you insane? YES! It's your fault ......

People deal well with people they like, are like them and like them back. That means that unless you work at it, 75% of people don't like YOU!

Are you "reading" them and listening? Probably not. The four personalities, DISC, are always at work and you ignore them at your peril. The Demanders don't like chit-chat and they can only win if someone loses. The Integrators need affirmation that you really like them and they require a "win-win" to get along. The Steady relators reject you if you are not on the team and they are linked to the details and they will throw themselves under the bus for you and you don't appreciate them! The Calculators believe in the numbers and don't like to lose. They need to win, and they don't care if you win or lose (that's your job) and they don't like you trying to find out personal stuff. AND SOMETIMES each personality can be distressed. "Not OK" people can only be "Ok" by seeing someone worse off than them, and you are the only one in the office!

Want to convert these difficult people to your side? Read them, listen to them, and rescue them. If they are not OK, be less OK than them! Check your ego - be emotionally detached always. Match and mirror their body language and tonality. It is very hard - very worthwhile and very profitable!

 

Copyright 2014 Sandler Training and Insight Sales Consulting Inc. All rights reserved.

John Glennon is the owner of Insight Sales Consulting Inc, the authorized Sandler Training Licensee for the Interior of British Columbia. He can be reached at [email protected], toll free at 1-866-645-2047 or view his website at www.glennon.sandler.com





Manage your behaviour

You can’t manage what you can’t control!

You can’t manage the number of sales you’re going to make but you can manage the behaviour that will help you make those sales. Obviously you can’t predict who will buy and who won’t because only the prospect knows if they really want you’re selling, if they have the budget and if they can make the decision to move forward. Those are all things outside of our control.

What is in our control is strategically developing a plan based on the number of calls we need to make, crafting questions that qualify the prospect for need, budget and decision as well as disqualifying those prospects who won’t or aren’t ready to move forward.

Sometimes salespeople will let persistence stall their sales development. It can often keep us from disqualifying the prospect. It may be that this is the wrong timing for the prospect. We need to ask the questions and uncover if there is a better time to approach the topic. That’s a good use of persistence but persistence is of no use if the prospect is not fully engaged in the agreement to regroup at another time.

Controlling your behaviour is about doing the things that will result in gaining business. It’s about taking control of where and with whom you spend your time. It’s about developing a plan and following it. It’s about being part of your plan rather than somebody else’s plan.

 

Copyright 2014 Sandler Training and Insight Sales Consulting Inc. All rights reserved.

John Glennon is the owner of Insight Sales Consulting Inc, the authorized Sandler Training Licensee for the Interior of British Columbia. He can be reached at [email protected], toll free at 1-866-645-2047 or visit his website at www.glennon.sandler.com



The rewards of listening

Eighty percent of our success in learning from other people is based on how well we listen. Other people’s experience can be enormously helpful. With it we can often overcome time restraints and lack of training. But this expertise can only be helpful if used.

Most people, mainly because of pride, cannot make use of other people’s experience. Some can’t accept expertise or help. Most people cannot even listen to other’s advice; or rather they seem to be listening but cannot make use of it. Sometimes they are comfortable doing it their way, even if the results aren’t evident.

To learn to listen to, evaluate, and use the wisdom of others is an invaluable aid to being successful. This takes receptivity and is born of humility and self-confidence. Oddly we do it in many other areas. Whether it’s in sports or hobbies, we listen intently so we can learn. So why not in sales?

Many of us resist using other people’s experience because we are afraid of our own potential dependence and compliance. We would rather not commit for fear of accountability to others or ourselves. To the extent that we assert ourselves, we can overcome this fear and use other people’s expertise as we do with doctors and lawyers.

People who have strong ideas of their own are less reluctant to make use of expert consultation. Someone else may have paid a price you need not have to pay. Look to your associates for lessons already learned. Seek out mentors, no matter how experienced you may be. After all, each unsuccessful sales call has a cost. It comes in the form of missed commissions, wasted time, and negative self-talk.

Pick any profession, they do what very few sales people do, they train continuously. There is a cost associated with training, however the cost is small compared to the rewards of superior performance.

 

Copyright 2014 Sandler Training and Insight Sales Consulting Inc. All rights reserved.

John Glennon is the owner of Insight Sales Consulting Inc, the authorized Sandler Training Licensee for the Interior of British Columbia. He can be reached at [email protected], toll free at 1-866-645-2047 or visit his website at www.glennon.sandler.com



23090


Buyer motivation

David Sandler’s search for knowledge about why and how people buy coincided with the Transactional Analysis (TA) movement in psychology. TA theory defines three ego states that influence our behavior—the Parent, the Adult, and the Child. Think of these ego states as internal tape recorders where childhood impressions—teachings and associated feelings—are stored.

The Parent contains recordings of what you saw your mother, father, and other authority figures do and what you heard them say during your first five years of life. Its recordings were unedited. Sometimes, Parent messages were critical, judgmental, and/or prejudicial.

The Adult acts much like a computer, processing data supplied by the Parent and by the Child, as well as data it collects. The Adult is logical, rational, and analytical. The Adult solves problems and reckons probability.

The Child is where many of our decisions originate—not just buying decisions, but all kinds of decisions. The Child is that little six-year-old in us who, feeling a particular emotion at a particular time, says, “I want this,” and “I want to do that.” Or perhaps: “I don’t want this,” and “I don’t want to do that.”

David Sandler recognized that it’s the prospect’s Child that starts the buying process.

The Parent isn’t going to judge whether a purchase is appropriate or not, and the Adult isn’t going to weigh the pluses and minuses of the purchase or the pros and cons of a particular vendor until the Child wants the product or service.

Why would the Child want a product or service? Psychologists suggest that people take action (including buying products and services) in order to have something, to know something, to be able to do something, or to be known for something. So if Melanie is selling consulting services to Randall, a CEO, she needs to be able to identify which of those (very different) desires is most likely to motivate Randall! 

Does Randall want to have greater market share? Does he want to be able to do something to reward his team for a great quarter? Does he want to be known for an achievement that no one in his industry has ever pulled off? These are very different motivations. These desires can be initiated by greed, envy, curiosity, desire, fear, or any other feeling or emotion that resides within the Child. Until she identifies those feelings and emotions, Melanie is not in a position to make any kind of recommendation to Randall.

Getting the Child to express that kind of desire is the objective of the critical phase of the buyer-seller relationship that we call the Pain Step. Getting prospects emotionally involved in the sale doesn’t necessarily mean they have to be emotional—unhappy, angry, distraught, fearful, or any other specific emotion. Nor does it mean that the prospect has to express an emotion. It simply means that the prospect's inner Child is saying, “I want it.”

Why is your prospect’s Child saying, “I want it”? Perhaps it’s because you helped him discover something he didn’t know before he met you. Maybe you helped him see his situation from a different perspective, and uncovered some doubt about an existing strategy. Perhaps you helped him focus on the real root cause of his problem. Perhaps his Child is saying, “I want to know what this person knows,” or “I want what this person has to offer.”

Whatever the motivation, you will not close a sale unless the emotional component of your prospect’s identity—the Child—first signs off on the deal.

 

Copyright 2014 Sandler Training and Insight Sales Consulting Inc. All rights reserved.

John Glennon is the owner of Insight Sales Consulting Inc, the authorized Sandler Training Licensee for the Interior of British Columbia. He can be reached at [email protected], toll free at 1-866-645-2047 or visit www.glennon.sandler.com



Read more Sales Meeting Minute articles




About the Author

John Glennon is an authorized licensee of Sandler TrainingSM in the Interior of British Columbia.

John is an accomplished sales person and manager with over 17 years sales and sales management experience. Beginning in sales in 1990 as a sales representative, he progressed to territory manager, sales manager, division manager and national sales and marketing manager roles throughout his career.

In 1997, John became a student of the Sandler Selling System. This introduction changed his sales career and over time propelled John and his career to new heights.

Successful in accelerating growth through strategic leadership, John knows firsthand the value of a sales training approach that follows a learning philosophy of ongoing reinforcement. He is experienced in driving the behaviours, attitudes and techniques required of an effective sales team.

Sandler Training is offered on a regular basis from their Kelowna, BC training center and through innovative distance learning programs to the rest of the BC Interior.

www.glennon.sandler.com




[email protected]
1-866-645-2047







The views expressed are strictly those of the author and not necessarily those of Castanet. Castanet presents its columns "as is" and does not warrant the contents.


Previous Stories



RSS this page.
(Click for RSS instructions.)
22620