7 Sales Skills to Improve On
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Sales Skill #1: Qualifying Fast to Avoid Wasting Sales Time
Do you chase after your prospects until they tell you yes or no? Do you ever tell your prospects "No", as in "No, I am not going to sell to you"? There are many things in selling that you do not and will not be able to control. The one thing that you do have control over is your time and how you choose to use it.
To qualify fast you must have a set of criteria describing who you will and will not sell to. You want to sell to the prospects likely to buy your products, and drop the prospects unlikely to buy (so that you can find more good prospects). Sounds simple, but too many salespeople let sludge buildup in their pipeline, constricting the total revenue that flows out.
KEY TIP: Develop a list of sales qualifying criteria that prospect's must meet in order for you to invest your sales time with them.
Sales Skill #2: Motivating Prospects
Qualifying goes beyond budget, authority, and need. You want to sell to prospects who *want* to buy from you. Finding prospects that need our products usually is not difficult. Finding those who really want our products though can be very hard if we wait for them to come to us.
Products sold by professional salespeople are more complex and offer more value than commodity products offered through stores, catalogs and brokers. Prospects generally do not know they need such products, until they first discover that they have a problem. This process can take seconds or years depending on the nature of the problem (and the prospect!). Prospects get motivated to work with you when you help them to discover that you solve their problem better than anyone does
else.
KEY TIP: Determine which problems that you eliminate or solve for your prospects. Plan and ask questions to uncover and agitate those problems.
Sales Skill #3: Selling to People Outside Your Comfort Zone
Most salespeople who are "people persons", already think that they are good at this. Let me ask you a question. When you last lost a sale, how was your rapport with the key person who decided against you?
You can't afford to look away and ignore people that you don't have natural rapport with. The good news is that people like people like themselves. All you have to do to gain rapport is stretch your behavior outside or your comfort zone until you become like another person.
KEY TIP: Match speech patterns with people to gain rapport outside of your typical sports or weather conversation.
Sales Skill #4: Reaching Decision-Makers Through Voicemail
There's two ways to make more sales. One is to close more of the prospects you do contact. The other is to get more prospects into the pipeline. When prospecting, you can look at voicemail as either your friend or your enemy. With 70% of your prospecting calls going to voicemail, it is time to make friends with it.
Although you will never get even close to getting every voicemail returned, you can get a significant number of your messages returned when treat them as a one-on-one commercials.
KEY TIP: Prepare 3-5 separate benefit-focused voicemail messages that you can leave over a period of days or weeks for a single decision-maker before you give up on her. Each message should focus on a single unique customer-focused benefit.
Sales Skill #5: Delivering "I Gotta Have That" Presentations
Let's face it, a lot of business presentations are really boring. Salespeople talk about why their product is great, why their company is great, and the history of their company. Prospects don't relate to this. That's why they look so bored.
Great presentations get the prospect's imagination involved. The best way to involve the imagination is through storytelling. Stories rich in descriptive detail get the prospect picturing them using your product and evoke that "I Gotta Have That" reaction.
KEY TIP: Study 1-3 of your best customers and develop detailed customer success stories that will put emotional power into your presentations.
Sales Skill #6: Gaining Commitments Instead of Closing
Eliminate "Closing Cheese" from Your Vocabulary. You know what I am talking about: "Would you like that in gray or in black?" or "If I can show you how this will help you will you buy today?". Lines like these are why salespeople are down on the bottom of society's respect list somewhere near lawyers.
Learn the power of asking for incremental commitments from the beginning of your sales cycle. It is not an easy shift to make. First you got to get the prospect to show you what they most want (Hint: See Skill #2 above). Then you can negotiate incremental commitments in return for more of your time, information or resources.
KEY TIP: Practice asking for simple commitments once someone has expressed a clear want, pain, or desire.
Sales Skill #7: Have More Fun
Sales is fun when you are in control and closing deals. Selling is miserable when you are under pressure to close business.
Take the pressure off yourself to close and instead focus on qualifying and motivating your prospects.
KEY TIP: Shift the responsibility back to the prospect to solve his own problems, and the pressure to make the sale will be gone. Focus on selling at your best only to qualified prospects and you'll close more and have fun doing it.
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How to Improve Your Telephone Skills
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I have to admit I really don't like the telephone. Maybe it is because it is an interruption in an already "overscheduled" world. Even if it is someone I really want to talk to, it sometimes feels like a chore "to be nice"! With the amount of spam phone calls I still seem to receive, even after being on the "Do not call list", I must admit I make assumptions when I pick up the phone. If there is a nano-second of a pause when I pick up the phone, I immediately assume I am on someone's computer list just waiting to pounce if they here a real person on the other end of the phone.
However, when I am initiating the call I really "want" another human on the other end of the line. I don't want to be put in "voice mail jail" and being warned that the phone calls are taken in the order they are received and if I hang up and call back I may be waiting until doomsday to get to someone. I must admit I have "stayed on the line if you have a rotary phone for the next available agent"; not really remembering when I last SAW a rotary phone. Want to have a real laugh? Ask a teenager what a rotary phone is. It will either make you laugh or maybe cry at their response!
No matter which type of phone caller or business owner you happen to be, this communication tool, no matter how big or small is here to stay. It is important to know how to use it efficiently and effectively. With so much cell phone usage, right or wrong, that adds another dimension to the mix.
Regardless how fancy your Bluetooth, or cell phone or rotary phone with, heaven help us, a cord, is, it is important to address and put into practice, correct phone techniques.
I challenge businesses to think that every time their phone rings, it is their paycheck calling. I also challenge businesses to look at their phone with as much respect and interest as they look at their merchandise, their marketing, and their employees; it is a reflection of their "brand". Dr. Janelle Barlow, in her book, "Branded Customer Service" says, "Reinforcing a brand through every customer touch point, therefore, can provide the repetition necessary to inspire repeat purchasing decisions".
She also spends a great deal of time discussing being "on brand" or "off brand". In other words, you may say in your advertising literature and in store signing that the customer is number one, but if your customer can never get someone to answer the phone when they call, then your standards for answering the phone are "off brand".
When you think about your phone calls that way, you are more apt to answer the phone with a little more expectation in your voice rather than disgust. If you train your employees to do the same, you will start looking at your phone as a sales building tool. There are interesting statistics that show people develop a perception about you within the first 30 seconds of a phone conversation and their final opinion of you in the last 30 seconds. Let's look at some phone tips that will boost that final opinion to one of an on-going, on brand, positive relationship!
1. Breathe! Before you pick up the phone, take a deep breath. Most of us are what they call "shallow breathers". We take small breathes in and out and therefore, sound tired when we answer the phone. The goal is to sound like you like your job and you are glad they called.
Practice taking a very big breath and answering the phone at the top of that breathe. You will continue speaking on the exhale of that breath and the caller will hear energy in your voice! You can also practice it when you are making a call and start your breath as the phone is ringing on the other end. You'll be surprised how you feel when you use this technique. You may try it the next time your mother-in-law calls!
2. Identify yourself. Give your full name and function and or the name of your company. Since they have taken the time to call you, you may answer the phone this way; "Thank you for calling Merchandise Concepts, this is Anne Obarski, how can I make it a great day for you?" Hokey, maybe; memorable, maybe; friendly, you bet. Since I have an unusual last name, this helps me say it first so that the caller doesn't have to fumble with the pronunciation. One tip that I seem to always repeat, is that of slowing down when you answer the phone or when you call to leave a message. How many times have you had to re-play your answering machine to understand what the person was saying or the phone number that rattled off too fast?
3. Be Sincere. If we are honest with ourselves, we are all "problem solvers" in some way. People call us on the phone to have a problem answered. Whether it is to get driving directions, or hours of operation or questions about our merchandise, they have a question and want it answered quickly, intelligently and politely.
It is important to put the customer's needs ahead of ours. Have you ever been in a store and you were just about ready to put your things down on the counter to pay for them and the employee says, "You'll have to go to another register, I am going on break now". A customer will remember how attentive you were to their needs when they are asked to make a referral!
4. Listen attentively. Put everything down when you answer the phone! Easier said than done, isn't? How many times have you been in your office answering email, talking on the phone, listening to your ipod and sipping on a Starbucks? Me too. Shame on us. Customers don't like to be ignored and by multitasking, we are not focused on the customer's wants and needs.
Visualize the person, even if you don't know them so that you remind yourself you are engaged in a two-way conversation. If you still have trouble listening, start taking notes on what they are saying. Use a headset if possible, to keep your hands free. By taking notes you can verify with them as well as yourself, the important points of the conversation and the action items that needed attention.
5. Outcome. If the phone call has been successful, the first 30 seconds established a positive perception about you through voice, and tone and focus. The last 30 seconds will be when the caller finalizes their opinion about you. You can make that a positive experience by thanking them for calling, reviewing the problem you were able to solve and then most importantly, thanking them for their continued business.
I find myself on airplanes frequently with my speaking schedule. Recently I have noticed that no matter what airlines I am flying that the pilot has "air time" with the passengers on each flight. The words are all about the same. They share the weather in the city we are headed to, the time we should be arriving, the details about the lavatories and not to congregate in the aisles, as well as the great flight attendants, and then they always say something like this, "We know you have a choice when you travel and we are happy that you have chosen to fly with us, and we appreciate that. We ask that if your future travel plans involve flying that you will think of us first. So sit back, relax and enjoy the on- time flight to wherever".
The pilot set up the outcome in the passenger's minds by stating it up front. He started by building a trusting relationship with the passengers that he couldn't see, by coming across as very approachable. Then he told us the important things we should know about the flight and who would help us if we had a problem and then in conclusion, he asked for our repeat business. Trust for me is built on the sound and the sincerity of the pilot's voice.
That isn't that much different than when your employees talk to your customers. To build a strong business, you need to have repeat and referral business. What easier way than to ask for their continued business at the end of each and every phone call.
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6 Easy Steps to Great Telephone Sales Skills
http://ezinearticles.com/?6-Easy-Steps-to-Great-Telephone-Sales-Skills&id=2392876
Have you ever heard a true professional on the telephone closing a sale? It's like poetry. There's no anxiety - just a smooth flow as he steers the sales process. How do we obtain such sales skills? We can listen to the pros and do what they do! The following comes from a sales veteran controlling the call from start to finish. You'll only hear the sales side, but that's all you'll need to get the gist.
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Telephone Sales - Building Beliefs Essential to Success
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Positive belief has a direct impact on everything we do in Telephone Sales. It will increase our motivation to achieve higher sales results and our drive to perform well on each telephone sales call. It will improve our skills and abilities with each potential customer - they will HEAR that we believe in our products, our Company and ourselves. It will increase our sense of achievement and job satisfaction. Above all, it will increase the number of sales we achieve each day, each week and each month.
The Power of Negativity
Telephone Sales can be a tough game - monotonous, boring - even frightening! Whether it is incoming or outbound sales, we hearing negatives all day long -'I'm not interested', 'You are too expensive', 'I like your competitor' and worse!
Pretty soon the negativity gets inside the Sales Person, and deeply embedded in the Sales Team. No-one will ever buy from us; these prospects never buy anything; our products / services are no good anyway; our prices are far too high; we are working for a rotten company - and so on.
When this happens, sales go down dramatically, and personnel start leaving. The low morale feels very powerful within the Team - something that can't be changed. But it can!
The Positive Belief Force Field
How do we turn it round? We create a positive force field round ourselves and / or our Team. Negativity is powerful and comes from all directions. It is like a multi-facetted force field. We can't combat it with a new monthly incentive - that is like throwing down a grain of sand to hold back the tide, it will not work.
Every good telephone sales person or sales team builds their positive belief force field. They work at it - it is planned, structured and managed. They identify each essential belief - each point in the force field - and they work actively at increasing each.
Beliefs Essential to Success in Telephone Sales
Some Positive Beliefs are critical to success in Telephone Sales - work on these essential beliefs first.
1. Belief that Prospect's can and do buy. This is number 1 - if I don't believe they will ever buy I won't try to sell. People really do buy insurance, cars, cleaning products or whatever. They are definitely going to buy from some sales person - either you or a competitor, but they are going to buy. Collect stories, facts and figures that reinforce this message.
2. Belief that my product / service is of value - that it is worth buying. Good sales people have to be able to make themselves believe this fact to sell successfully. They gather positive evidence, learn every strength and benefit of their products, talk to Customers who are happy with their product /service and do everything they can to see the value of their products. They walk positive, talk positive and don't let any negative thoughts take hold in their heads.
3. Belief that my product / service provides good value for money. The good sales person gathers evidence to confirm that the price of their products is fully justified - they get really comfortable knowing that we are worth every cent of this price. This belief requires constant effort - doing real research that shows the value of our products against our competitors.
4. Belief that success in Telephone Sales is about skills rather than luck - this one is critical to keep the Telephone Sales person motivated and continuously improving. The evidence that will support this belief are things like 'war stories' from the good sales person, new skills or techniques that are tried and found successful, Team workshops on our approach and techniques with customers etc.
5. Belief that I am good - I can sell. This is a personal 'self talk' issue - and every good sales person must work on this every day, every week. The best of the best can look so confident and perform so well - but they have their moments quaking in the wash room! What they have is the skills to build up their confidence - to tell themselves they are good, they are worth listening to and they have the skills to lead the prospect through the sale. Each will try different techniques each week to build this self-belief - work with your Team members to share these ideas.
It is really important for each sales person or sales manager to work brainstorm ideas to build positive belief - it work wonders on the bottom line!
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Telemarketing Training Institute
http://www.telesalestraining.net/ >view
"The Telephone Selling Skills training was great. The instructor was brilliant! His delivery and training style is top notch. He opened the training by asking everyone what their expectations were for the class. He hit all their expectations head on. The key pointers that benefited a lot of the reps were how to understand different personality types, understanding the customers’ needs and the FAB model.
I personally benefited from the FAB (Features, Advantages & Benefits) model because it allowed me to add on to what we already use in our Rising Star Sales Training Program. The reps that attended thought that the instructor gave them some great techniques to use when speaking with customers over the phone with such a short time span. Moreover, in reviewing the evaluations most of them thought that it was a bit rushed and could have used more time.
Thanks again the class was great! "
Michelle Y. Boudreaux
Training and Development Specialist
Houston Chronicle
Houston, Texas
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