Voice Mail Messages: Do You Still Listen?

Do you still leave messages when you get someone’s voice mail? When someone leaves you a message, do you listen to it before you call back?

[Note: there’s a quick one-question survey at the bottom of this post. As long as you’ve come this far, please take a moment to fill it out so that your voice can be heard.]

My answer to both questions has always been yes — and I have always expected people to listen to my messages.

A few years ago I began to encounter a few people who just called me back to ask what I wanted. With some irritation, I’d ask if they’d listened to the message I left, and learn that they hadn’t. Continue reading

The Biggest Myth About Your Sales Prospects

It’s this, usually delivered by a boss who means well: “Everyone you talk to is a potential customer!”

Those of us who are responsible for generating new business are constantly looking for opportunities. All sales opportunities are not created equal.

Photo Credit: Dain Sandoval via Compfight cc
Photo Credit: Dain Sandoval via Compfight cc

The late Jeffrey Mayer, whom I hired as my sales coach a decade ago, taught me that sales is a business of disqualification. He insisted that the most successful salespeople eliminated the vast majority of the prospects they ran into, and only paid attention to the ones who fit specific criteria.

Mayer had a simple 3-part formula for disqualifying prospects:

  1. No Money = No Sale

  2. No Authority = No Sale

  3. No Need = No Sale

Too often, salespeople think — or are told by their managers — that “everyone can be your customer”. It’s simply not true.

  • Some clients can’t afford what you’re selling. Unless you are already independently wealthy, you want to work with people who are going to pay the bill.
  • Some people you meet with aren’t allowed to make purchasing decisions. You can deliver the best sales presentation in history, and all they’re going to do is spend a couple of minutes asking the boss if it’s okay. They can’t, and won’t, present your case nearly as well as you can.
  • Occasionally you run into someone who is already perfectly happy with things as they are. The easiest thing for them to do is whatever they’re already doing.

Everyone is not your customer. Figure out what criteria your clients need to meet to do business with you, and disqualify the people who don’t meet that criteria. Your time has value — don’t waste it on people who can’t buy, can’t pay, or aren’t interested.

 

[reminder]Have you ever spent months trying to sell a prospect, only to realize they were never going to buy no matter what you did?

When, and how, did you realize you were wasting your time? [/reminder]

 

 

Five Incredibly Useful Tools Every Connected Salesperson Needs

Which computer are reading this on right now? Depends on where you are.

At any given time, I may be working any of four machines — at my desk on a Windows desktop computer, in Starbucks on  my Windows laptop, on a plane tapping on my iPad Mini, or in line somewhere thumbing my iPhone. Many of the sellers I work with live in a similar multi-gadget world.

Each one has our contacts, our calendars, our office paperwork, and our proposals. Our lives are on these things. How do we keep them all connected?

Tech cat compfight cc

Photo Credit: Annamagal via Compfight cc

 Here are five tools I use to keep it all straight:

Evernote: Twenty years ago I was the guy whose desk looked like a bomb had gone off. Papers scattered everywhere… piles on top of piles. I insisted I knew where everything was. I was lying. Now most of the paper’s gone — I scan it or snap a picture with my phone, upload it to Evernote, and throw it away. Evernote is the file cabinet I keep everything in, with a search function so powerful I can find anything by typing in a few keywords. There’s an app for Windows, Mac, iOS, and Android, so you can keep it all connected. There’s a free version, with a Premium going for $45 a year.

Fujitsu ScanSnap Scanner: Somehow all that paper has to get into Evernote. I good scanning device makes the job so much easier. I’ve been using the Scansnap for a couple of years now. It’s very compact, so it doesn’t take up much room on my desk; scans smoothly and quickly, and you can set it to deposit documents directly into Evernote, into another folder on your computer, or attached to an email. The only thing it can’t do is travel. For a while I brought a Neat Receipt portable scanner with me on the road, but I was never thrilled with it. These days on the road I can just take a photo with my phone (Evernote connects to the camera).

CompanionLink: I’m constantly making calendar entries and adding contacts, on whatever device I have handy at the time. It’s Outlook on the Desktop/Laptop, plus the calendar and contact apps on my phone and tablet. Companionlink for Outlook keeps it all straight. An entry into Outlook is sent, via CompanionLink, to Google, which then syncs with my phone and tablet. The new CompanionLink 6 does it in real time, so I no longer have to sync manually. As of this writing, you can buy a license outright for $49.95 or pay $14.95 a month for a subscription. They offer a 14-day free trial.

Calendly: Here’s the problem this is designed to solve: You are trying to schedule three separate meetings with three separate clients, all of whom have asked when you’re available during the same week. You can send each of them a list of available times, knowing full well that your schedule is going to change five minutes after you send it, and that two of your customers are going to choose the same time.

I just started using Calendly in the past few days in an effort to solve this issue. Calendly syncs with your Google calendar. You set the parameters (length of the meeting, days/times you’re willing to be available, etc). Calendly gives you a web link to send out. Your customers only see the times you’ve made available; each time someone chooses a time, the meeting shows up on your calendar and that time disappears from what everyone else sees. If you’ve got Google syncing with your devices (see CompanionLink, above), the process should be seamless. There’s a free version, and a significantly more robust paid version for 10 bucks a month (8 if you pay for a year in advance). I’ve only been using it a few days on a 14-day free trial, and my opinion may change, but so far I like it a whole bunch.

Wunderlist — I’ve struggled with To-Do lists for years. Outlook was too inflexible. Evernote’s Reminders has some good features, but I found it too hard to keep track of everything on a day-to-day basis. Enter Wunderlist, an app that does the “to-do” thing and nothing else. You can categorize tasks (work, home, errands, “at computer”, etc), and set due dates when appropriate. It gives you the ability to look at a single day or the week at a glance. Tasks disappear with a satisfying check of a box. There’s a web version, along with apps for Windows 8, Mac,  iOS, and Android, and the devices sync through the cloud. They’ve got a free version, along with a “Pro” option for five dollars a month. I’ve done just fine with the free one so far.

 

[reminder]What’s your favorite indispensable tech tool? Tell us all about it![/reminder]

The Five “Why’s” of Sales

It came in the middle of a Michel Fortin teleseminar on copywriting a few years ago. Fortin was interviewing the legendary direct-response writer John Carlton, and he let Carlton do most of the talking. But in passing, and without elaboration, he mentioned his philosophy on the sales process.

The most important word to your customer, said Fortin, is “Why?”. From attention to interest to desire to action, there are five “why’s” that need to be answered.

Here’s what the client wants to know:

Photo Credit: Adam Foster | Codefor via Compfight cc
Photo Credit: Adam Foster | Codefor via Compfight cc
  1. Why me?

  2. Why your product or service?

  3. Why from you instead of a competitor?

  4. Why at that price?

  5. Why now?

A few examples (elaborations are mine):

If you do home remodeling, your prospect needs to be dissatisfied with something about his or her home; decide that new windows or a remodeled kitchen will improve the situation; become convinced that you are the best one to do the job; believe that your work is worth the money you charge; and that now’s the best time to get started.

If you’re a Ford dealer, your customer must be convinced that he needs a new car or truck; that a Ford is a better choice than a GMC, Dodge or Toyota; that your store is a better place to buy than another Ford dealership; that your price is a fair one; and that now is the time to buy.

If you offer anti-aging medical services, your customer needs to decide she needs to improve her appearance; that the procedure you offer will make her look the way she wants to look; that your practice is the best place to get the procedure; that your price represents the best value; and that now is the time to get it done.

It’s not enough to tell your customer each of these things — you need to show that customer why.

Although advertising will begin the process and move it along, in most cases it won’t completely answer all of these “why’s” by itself. The rest of the process will happen when your customer calls, looks at your website, or walks into your store or office. But before your prospect pulls out wallet, credit card or checkbook, all of the “why’s” need to be answered — and answered to the customer’s satisfaction, not yours.

Make sure you know where you are in the sales process with each customer. Which “why” do you need to answer next?

[reminder]When you lose sales, which “why” is the one you’re most likely to have missed?[/reminder]

Are They Really Just Looking? A Retailer’s Question

What do you say when they say they’re just looking?

I spoke recently to a group of Portland business owners and entrepreneurs at the Katie Kelley Networks Fall Soiree. In the audience was a jewelry retailer who asked the “just looking” question. Here’s how I answered it (video link here if you’re getting this by email).

In 2014/2015, there is less true “just looking” behavior than in the past. Many customers who used to walk into stores to get ideas are now doing research online. They’re much more likely to have a purpose when they come in. A single well-placed question — proceeded by a softener to indicate that you’ll respect their space — can start a dialog that can lead to a sale.