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3 Signs Of Bad Phone Breath – Sales eXecution 2724

By Tibor Shanto - tibor.shanto@sellbetter.ca 

Phone breath

No one likes cold calling, well most don’t, so you can stop writing that e-mail telling me that you’re the exception that proves the rule. I don’t like it, I know it is god’s punishment to sales people, but it works, and I have made the connection between successful cold calls, a robust pipeline and the kids eating. I don’t know about you, but my kids get cranky when they don’t eat. But just because I don’t like it, I don’t tell myself it does not work, like many, I also figured out that if I don’t do it, for sure it will not work. So instead, I try to figure out how to do it better, so I have to do less of it, in the process have come to learn some things that stink a call out, literally like bad morning breath for the phone, and given that the people I am calling are not my lovers, they will not tolerate morning breath. So here three ways to avoid Bad Phone Breath.

Speak To them not At them

This one gets me every time, if you are going to interrupt someone during their busy day, make it worth their time, which means leading with and focusing on one of the oldest truths in sales, What’s In It For Them. Sure everyone knows this until the prospect answers the phone, and then they forget and bam, garlic breath. They start by talking about their company, “we’re a leading…”, or other things that mean nothing to the listener. What they want to know is how you can improve their lot, and specifically the outcomes you have delivered which they can relate to and would have an interest in. Start with that, grab their interest, save the rest for the meeting.

Soft In the Middle

I hate it when reps call me and say “I was wondering if we can meet?” I usually respond, “give me a call when you figured it out”; or “I was hoping we can meet” to which I say, “please call me when you get past hoping, and want to.” I know you are trying to be courteous, don’t want to come across pushy, but you need to make up for the fact that you are on the phone, and need to compensate for the lack of body language. People will follow a person with confidence who has a clear message that shows them what’s in it for them. Be clear, direct, and assertive, “I am calling to set a time to meet to share with you….”

Stop Telling Them There is No Reason to Talk to You

No getting away from the fact that if you are cold calling, you are talking to more voice mails than humans. So stop leaving code in your message that there is no need to call you, and they should go ahead and delete the message now. So here is the code buyers look for to hit 76 and flush your message: “Please call me back at your earliest convenience”, delivered in the Soft way described above. Sure, here is an empty message from a dude selling something I already have, because they didn’t tell me what’s in it for me, just what they do. So let me clear my calendar and set aside things I need to get done, so I can call you. Hmm, whose convenience is that for again?

There are other things you can do to improve the odor of a call, but this is start, get these down, call me and we share more.

What’s in Your Pipeline?
Tibor Shanto 

Don’t Wait To Ask For Referrals – Sales eXecution 2700

By Tibor Shanto - tibor.shanto@sellbetter.ca 

Fast & happening

I continue to be amazed that despite all that is written about the importance and success of referrals, how few sales people actually leverage this proven and effective method of sourcing new sales opportunities. Whenever I ask a group of sales reps “How many people here ask for referrals?” I still find that way less than half raise their hand. When I follow up with the question “How many have sold to referrals, the same set of people raise their hand again; I am not sure what the others are waiting for.

But even those who make referrals a habit, many are not fully maximizing the opportunity. The main problem, waiting; generally sellers are waiting too long to ask, and are leaving the request till much too late in the process, or missing them altogether.

Ask any group of sales people when they in fact ask for the referral, an overwhelming majority, like 90%, will say ask for referrals after the sales is completed and the product/service is delivered. Most of these will say they will wait three to six months after, “so the value can set in and be proven, and the customer is happy.”

Why?

You should be thinking referral from the time you park your car in the visitors’ spot, until the end of your relationship. Let’s look at it from two perspectives. First is the question of value delivered. Your value comes in many shapes and forms, not just in the delivered product, so even when your referral process is tied to value, it will present itself much before the close or delivered goods.

How many times have you sat with a prospect and had a discussion not about you product, but about something within your field of expertise. Remember I have always stated in this blog that good sales people are subject matter experts. I often sit with prospects and will share a perspective, a view point, or just a way of doing something, and the prospect will respond positively in what I shared, they learned and can use. For example, when discussing forecasts, I may point out a way of calculating something in a better way than they are doing now, or just how they use a formula in their spreadsheet. Prospects often say “Wow, never looked at it that way, thanks for pointing that out”; or “Man, I wish I knew that years ago”; or other similar things.

In my view they just saw something of value in what I said, so why wait, I follow up with “Great, I am glad I can help, do you know anyone else who may see value in this type of conversation?” I don’t expect them to whip out their Rolodex, but I plant the seed, and build from there. You’d be surprised how many time they respond by saying they think so and so should know about this as well.

The other reason you need to think referral from the start, is because you may never close them, which means there is no “after”.

Some time ago I had an initial appointment with a manufacturer, this was a company that had their act together, frankly other than presenting at their annual meeting, and there were no other opportunities. But we had a good dialog, which included talking about their distributors. We agreed to meet again in November to talk about their kick-off, but before I left, I asked if he thought any of his distributors would benefit from some of the areas of expertise we presented. Not only did he list three, give me contact names, but encouraged me to use his name, in the end he even sent an e-mail to two. If I would have waited the opportunity may have been wasted.

Make things happen instead of waiting, all you have to do is plan and ask.

What’s in Your Pipeline?
Tibor Shanto 

Composed But Not Scripted4

By Tibor Shanto - tibor.shanto@sellbetter.ca 

Composer

Whenever I do a piece about prospecting, specifically cold calling, one of the push backs I get is about the script. People feel limited and restricted by them, well not actors, who seemed to have found a way to take scripts, other people’s scripts, and not only use them creatively and expand beyond the words on the page (or screen), but make good money with in the process.

While I understand the reason for the resistance to scripts, I really don’t get it. As an industry we have tried to take the bite of scripts by hiding them in apps or software, even taking up new (and silly) labels like “Talk Track” and more. Yes indeed, I continue to be amazed at how the same people who rebel against scripts, are more than willing to work with Talk Tracks, one for the powers of branding.

But there is a lot that sales people can learn from the arts when it comes to balancing form, structure and personal expression. Where one can stay very much within the limits of a particular “school” or practice, yet still be individual and original.

The balance I try to help sales people achieve is one of being “Composed but Not Scripted”.

“Composed”, speaks to the need to be thoroughly prepared for the call. This is less about what you say in terms of the exact words you use, and more about the structure for the journey you want to take the prospect on, including the final outcome of the call, scheduled meeting, live or web or phone or …. As with any journey you need to know where it will start, where some turns will be, where you are likely to face heavy traffic or detours, and how you will respond to those in order to get to your destination on time.

When we look at a composition, there are all the elements you need to make it work, the parameters within which it is be played, all of which not only help the player play the piece, but helps the listener consume, enjoy and understand what the composer was trying to communicate. But these do not limit the ability of the player to interpret and enhance the piece while staying loyal to the composition.

The same is true for a sales call, having a structured approach including beginning, key points, and desired outcome, delivered in a way that the prospect can get involved, understand what you want, and what is in it for them, will not only lead to more success, but make it an easier and more pleasant experience for you, and your quota.

Remember you can be composed but not scripted.

What’s in Your Pipeline?
Tibor Shanto
 

Why is it easier for when you do it for others? – Sales eXecution 2690

By Tibor Shanto - tibor.shanto@sellbetter.ca 

Dialing for Prospects

No secret I am a big proponent of cold calling being an element of prospecting success, along with any other viable means of engaging with potential buyers. I also understand that one of the big reason people do not like cold calling is the whole objection – fear of rejection thing.

But over the years I have observed an interesting phenomenon which raises some key questions about how people execute their calls, how they react and respond to objections and rejection. In turn this could perhaps lead some re-examining of one’s views of cold calling.

Time and time again what I find is that when people are making appointment calls for others, be they an in-house who is tasked with setting appointments for their outside reps, or an outsourced service provider, they react differently to rejection than when they are making appointments for themselves. Specifically, they seem a lot less if at all bothered about getting objections and rejections when they are calling on someone else’s behalf.

Now before you jump to the conclusion that it is because of what they do, or they are just part of that small minority that actually likes to cold call, it is not as simple as that, I know from personal experience. A couple of years ago, a friend was launching a business and asked if I can help set appointments with potential buyers and financers. I spent a few weeks doing that, my conversion rate of conversations to meetings was about the same as when I call for myself, yet when they said no, it didn’t hit me the same way. While the finder’s fee was quite rich, the rejection did not sting nearly to the same degree. Further, when I spoke to people who made the transition from setting appointments for their colleagues, to a sales role that included prospecting for themselves, they found the same experience.

Needless to say that I don’t have the degrees to back the opinion, but it seems the difference is ego. Clearly wasn’t the money, or the nature of the rejection; they included the usual, including hang ups, and assorted accusations.

As a result of the experience, I began to focus on taking myself out of the call. While I have always made the call about the prospect, that is different than taking myself out of the picture. While there is no escaping the fact that my success and income are tied to the call, it becomes a question of perspective. I used to focus on the outcome of the call, and was very conscious about where success on the call led, and even more so if the call did not yield an appointment. Beyond the money, it was like any friendly game of golf, there is always a preference to winning. I now shift the win/lose scenario to what happens in the resulting meeting, not the call that leads to the meeting. Sure you can argue without the call there is no appointment, but I now adopt the outlook that the real test of my ability is in the meeting, not in the exercise that leads to it. My conversions have not changed, but the impact of rejection on me has, making the days even more fun.

Why do you think the results are different when the task is performed for someone else?

What’s in Your Pipeline?
Tibor Shanto 

The Reason For My Call – Sales eXecution 2680

By Tibor Shanto - tibor.shanto@sellbetter.ca 

Road sign objectives

For many, “The Reason For My Call”, is a crucial part of their prospecting call, probably more accurate to say cold call, as I would have to assume that if it were a warm call the recipient would know the reason for the call. All too often I cringe when I hear how most callers use this expression, especially when a couple of small adjustments in their approach may lead to better results.

Grab your Proactive Prospecting Call-Flow Now!

First thing is the timing of the statement. Most people use it at or near the start of the call, too soon. While some will tell you that you have 10 seconds at the start of the call, step back and think, (for more than 10 seconds). On a cold call, you just interrupted someone who was most likely doing something other than waiting for a cold call, since you call you address them and hopefully not make the most common time and call water, and say either “how are you?”, or “is this a good time?” Hello, you just interrupted them, how could it be a good time. Even if they did want to speak with you they would need a few seconds to disengage from what they were involved with when the phone rang. Then they’ll need a few more seconds and effort to focus in on your voice, accent, intonation, etc. So giving them your Reason For The call at this point is premature, as it completely lacks context, you know why you called, you need to give them a clue too.

The Reason For Your Cal, should come after some context (a different post), and when it does come it should be a good reason, for them. The only reason someone would want to meet with us, is if there is a good indication that we can help them achieve their objectives, to deliver outcomes that will make a difference for them.

The Reason is certainly not to “learn”, they don’t have time to teach you. Remember you are asking, in my case, for an hour of their time, if they are working 10 hours a day that is a big chunk of time, big investment. If they going to make that investment, they have the right to learn and be smarter at the end, not you, they expect that you are coming prepared, (what happened to all that research I keep hearing about?). In the same way they do not have time to discuss.

I was once listening in on outbound calls, and one flower-child-caller, said The Reason They Were Calling was so they could meet to establish a relationship, after a brief pause, the prospect said, “You should go to church dance or singles club, I need help in my business.”

What prospect will make time for is hear how you can help them achieve specific objectives, how you can help them mitigate risk, have a positive financial impact, increase market share, and more, all based on how you have done that for others in a meaningful and measurable way. Those are good reasons for the call.

What’s in Your Pipeline?
Tibor Shanto 

 

The Best Working E-Mail Subject Lines0

By Tibor Shanto - tibor.shanto@sellbetter.ca 

mail

One of the critical elements to success in prospecting is getting the person to open you note. If they do not recognize the sender, the next most important factor is the subject line, and if you like many prospect using e-mail, the subject line becomes the key difference between being opened and potentially starting a sales cycle, or being deleted. While and some guests have shared proposed best practices around e-mails, ContactMonkey has just released some interesting insights about good, bad and other types of subject lines.

I have mentioned ContactMonkey in the past, I like many others use them to track the fate of e-mails I send out. Now based on 30 million emails sent from Outlook and Gmail, they have shared data the best and worst subject lines. Some will surprise others won’t, but it is worth checking out if you want to improve you open and by extension, engage ratios.

Subject lines with 2 words work well, more than 3 words dramatically reduce open rates. In fact they show that no subject line, yes blank, has a high open rate, much higher than 3 or more words. Not really a surprise if you think about it. Most go for subject lines that “will compel” someone to open it, but like with voice mail, the more they know about what is in the mail, the less the urgency to open and deal with it. Big subject lines, like big e-mails, get deleted; keep it short simple, if they can’t make a decision based on the subject, they will need to open the mail to know.

Given that 40% of e-mail are first read on a mobile device, real estate becomes important, both in the subject and the content. With only enough room for 4 – 7 words in a subject line on an average mobile device, don’t be tempted to pack everything in.

Asking questions or marketing jargon is out, short and direct works best, nothing at all even better.

Having RE: in the subject line boosts success; just having RE: and nothing else is the number one best subject line, 92% open rate. RE: Follow up was second. Again, goes to human nature, RE: makes it seem as though you are already in the conversation, and are about to see a response to a previous communication. This is why when you follow up to a voice mail, having RE: voice mail, is a good subject line. The worst is open rate with 7.25% is “the results are in”.

I encourage you to look at the output from ContactMonkey by clicking here. Keep in mind that it takes up to 12 touch points to make contact with prospects you are targeting, e-mail becomes a key element, and your subject line can be the difference.

What’s in Your Pipeline?
Tibor Shanto
 

It’s Really Not This vs. That – Sales eXecution 2510

By Tibor Shanto - tibor.shanto@sellbetter.ca

TV Head

A few weeks back I asked in a post What’s Your Favourite Hyphenated Selling, and many missed the point, and actually told me why one “type” of selling is better than the other. Many pundits and so called experts will tell you that this “type selling does not work anymore, only that type (their type) does.” Good sellers understand that it is not vs. the other, but how do I combine and expand to make the best of all possible techniques and tools to deliver value for the buyer.

Have a look, and tell me what you think:

What’s in Your Pipeline?
Tibor Shanto 

 

 

Social Trust and Sales (#video)3

By Tibor Shanto - tibor.shanto@sellbetter.ca

TV Head

Monday I shared a clip from a discussion I had with Heidi Schwende, Chief Digital Officer & Certified Internet Consultant WSI Digital Moxie, part of WSI Internet Consulting. The interview explored the importance of and the “how to’s” of SOCIALIZING YOUR SALES SUCCESS.

Today’s snippet captures the discussion about trust, the lack there of for some traditional channels, while at the same time the elevated level of trust among social peers.

Click here to see the entire interview, let us know what you think.

What’s in Your Pipeline?
Tibor Shanto 

To Call or Not9

By Tibor Shanto - tibor.shanto@sellbetter.ca

Touch

I am often asked a question I really hate, and while I have learned not to let it get on my nerves, and usually manage to deal with it calmly, it still pains me that my fellow professional sellers would ask it. The question relates to how vigorously one should pursue a potential prospect? I find the question bizarre on a number of levels, not the least of which is that today’s potential; prospect is tomorrow’s prospect, next week’s customer, and a stream of revenue (if not commissions) for some time after that. Ya, you should pursue it vigorously.

I am have a hard time not screaming when a sales person asks me “Should I call that prospect or not, I called him a couple of weeks ago, he didn’t call back, I guess he is not interested.” No, from where I sit, it is the sales person making that statement who is not interested. If they were, they’d be reaching out to the potential prospect, not asking the question. Not only do they lack the interest, but a good and executable pursuit plan needed to engage the potential prospect and start a mutually satisfactory relationship.

Consider the following:

48% Of Sales People Never Follow Up with a Prospect
25% Of Sales People Make a Second Contact and Stop
12% Of Sales People Make a Third Contact and Stop
Only 10% Of Sales People Make More Than Three Contacts
2% Of Sales Are Made On the First Contact
3% Of Sales Are Made On the Second Contact
5% Of Sales Are Made On the Third Contact
10% Of Sales Are Made On the Fourth Contact
80% Of Sales Are Made On the Fifth to Twelfth Contact

It is clear that the answer is not whether you should make the call (e-mail, tweet, smoke signal…) or not, but how many times, and what will you communicate. It is one things know how to spell nurture, another to execute it well

A good pursuit plan maps out how many touch points you will execute, in what sequence and frequency. Frequency is an important often overlooked or mismanaged factor. These touch-points should be made in a much narrower timeframe than many recognize or feel comfortable with. If you set out a pursuit plan that includes say eight touch-points, which is a median number, some go higher, some go lower, if you’re going to err, err on the higher end, so eight is about right. The time horizon should be between three to four weeks at the max. Long gaps, a week or two will just diminish the compounding effect of the touch-points.

When looking to connect with someone you have had no direct contact with, two or three touches a week are necessary, but most people don’t want to do more than one a week, you may as well not bother. One of the reasons they don’t call you back is you are allowing them to forget about you, and more importantly what you are trying to engage them around. That combined with the fact that you lose focus, and allow your attention to wonder during the long gaps.

The other key component is the combination of content, and medium. While I still think that Marshall McLuhan, would have been a lousy sales person, because it is the message that drives revenue, the medium does count. A combination of phone, e-mail, text, LinkedIn, tweets, introductions, smoke signals, you name it. No single touch should overwhelm the recipient, remember the goal is to engage directly not to sell. The content should entice the recipient to engage, while each may build on the other, the goal is to have the opportunity to complete the picture directly, even if it takes a few tries.

What’s in Your Pipeline?
Tibor Shanto 

Why Set Out For 2nd Prize?0

By Tibor Shanto - tibor.shanto@sellbetter.ca

2nd prize

Every day I work with sales people who start their day by setting their sights on winning second prize, and then celebrate when they achieve it. No really, watch any group of sales people on the phone trying to set appointments, and it is only a question of minutes before you see a few telling you how they convinced the potential prospect to let them have second place, or take their place among the also-rans.

Now I am not sure it is always accurate, but there is something to be said for the saying that in sales “second place, is as good as seventh place.” Meaning only the rep who wins the deal has any bragging rights, and the money, the rest are quickly forgotten.

But seriously, how else can you explain sales people doing the following.

They get on the phone, get their indented target on the phone, who tells them “we’re all set, we already have a provider (insert your stuff here), thanks for calling though”. To which the sales rep responds “Well, maybe I can send you some info, and if you ever need a backup…” Sometimes it is a variation on that theme, their whole approach is to get permission to send information to the potential prospect, and then ask for permission to call back to follow up. I mean I could find it interesting if they asked for an appointment to review the material they send, but to ask for permission to call back, don’t we all know what will happen when they call back:

A.   They end up in voice mail, they don’t leave a message, or leave the wrong message; no call back, couple more tries and then they give up
B.   Mysteriously, despite improvements in technology, the prospect did not receive what they sent
C.   The prospect hasn’t had a chance to read, but will, and asks you to call in a week
D.   All of the above

Notice what one of the options wasn’t, that’s right, an appointment, which what the objective is, first prize!

Knowing how to handle objections is one thing, and if you download our Objection Handling Handbook, you’ll know how to handle the two above, (all set, and send me stuff), as well as the most common you are likely to face on the phone. But where most fail is in their attitude, which is really just a symptom of their preparedness and commitment.

While the reality is that most people you speak to will not meet with you first try; it is also true that often that first call is a chance to introduce yourself and initiate a process that may involve a number of calls before you have built enough rapport to have them take a meeting. But it is also true that that should be what you settle for, not your intent going into the call.

Assuming, (not always safe I know), as a seller who values their time and is intent on exceeding quota, you have at least minimally qualified the person and the opportunity before you picked up the phone. The company meets your criteria, you done some background work on the company and the individual you are calling, checked out their social activity, and have prepared for the call. If so, then you objective for the call is to get the meeting to initiate the sale, anything short of that is not a win. And that needs to be the attitude when you are on the phone – you and I need to meet, we’ll both get value!

Not only will that attitude come across on the phone, but it will inform what and how you present things to the buyer. Everything you say driving the need to meet and talk further, that you can add immediate value to their ability to meet their objective. Not in an overt way, but very specifically challenging the prospect to meet, and remember challenge like provoke can be done in a very positive way, it need not be a negative. But most sellers are so scared of the phone, so scared of rejection, so unprepared, they see any permission to end the call as a good one. The difference between the winners and the rest, is that the winners see the meeting as the only good outcome, while the rest want to get off so fast that they see the right to send, second prize, as the best way to achieve their objective, which “How fast can I get off this call without hearing no? Send you some stuff, sure that works, thank you.”

“Hey Boss, I looks like they’re interested, I am putting it at 25%!”

What’s in Your Pipeline?
Tibor Shanto 

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