Monday, June 22, 2009

You like me...right?

There's nothing in this world more important in sales than being liked by your prospect.

A prospect won't listen to you unless they like you, so if you can't get them on your side, you can't create a sale. If they like you, they may listen to you. If they'll listen to you, you may be able to get them to trust you. If they trust you, they just might buy from you . . . .

Everything positive in the sale starts with them liking you, everything negative starts with them not liking you.

These three statements about being liked were made by three top sales trainers. Being liked must be the lynchpin to success in selling, right? I've attended numerous sales workshops and seminars, listened to a great many CD's, and read dozens of books that all emphasize the critical nature of being liked by prospects and clients.

Sounds like being liked really is the key to sales success!! But it is not…..

I work in a profession that has a reputation for being less than honest--for being downright dishonest (it's called sales). Many, if not all, of our prospects have had numerous bad experiences with salespeople. They've been lied to, ripped-off, and taken advantage of to the point they not only have erected a protective wall between themselves, they've also dug a mote and stocked it with crocodiles. They try to avoid us if at all possible, and when they do have to deal with us, they expect us to lie, cheat, and try to screw them to the wall.

Your prospects have met the ‘likeable’ rip-off artist, the likeable liar, the loveable conman; and as far as they know, you're him, and if you are, well, that's just “par for the course when dealing with salespeople.” Prospects aren't surprised to find likable salespeople whom they don't trust. That's the norm. They even buy from them because they can't find someone they do trust. And if you're going to buy from someone you don't trust, why not buy from the one you like?

No, being liked isn't the key to sales success.

But if your prospects find likeable salespeople all around them that they don't trust, what would happen if they found a salesperson they did trust? They'd probably react in the same way as those quoted above--they'd be overjoyed to deal with them even if they didn't like them. Trust (real trust, not the shallow trust salespeople try to create by faking interest in the prospect by asking a couple of personal questions to find--or fake--common ground upon which to build likeability) is difficult to build and once built, easy to wreck.

Although trust is one of the most difficult bridges to build with a client, it is the glue that builds lasting clients. By all means strive to be liked, but work to establish trust.

Trust establishes clients and brings in business, being liked makes it more enjoyable.

Sunday, June 21, 2009

Things that piss me off...

--Cars that drive below the speed limit in the left lane. Why in the world do all the people that do this ‘never’ look in their mirror or ‘attempt’ to move over….odd really

--Drivers that speed-up or honk when you back-out of a parking spot….’what’s that all about?’

--People that think a baby is not ‘born’ and not a human being until a breath is taken…

--People in the supermarket check-out line that wait until their entire bill is rung up before they begin writing their check. Hello...is the store name going to change or the date, or your signature before the clerk finishes? Get a clue!

--When people say..."Oh, you just want to have your cake and eat it, too." Screw that!!! What good is a damn piece of cake if you can't eat it? What should I do...eat someone else's piece of cake instead. What a stupid saying…

--Vending machines that refuse to take anything but a newly minted, perfectly straight and crisp dollar bill

--Anyone who is nice to your face and talks shit behind your back. Bad leaders and most of all…bad bosses…especially the ones that can’t tell the truth

--Stores that encourage their salespeople to follow you around and constantly ask if you need help…over and over

--When people say..."It's always the last place you look." No shit!! Why the hell would you keep looking for it after you've already found it?? Do people do this?? Who and where are they??

--Anyone who justifies doing something illogical simply "on principle"

--Anything that interrupts regularly scheduled broadcasting. Especially presidential speeches about how bad the economy is at the moment…(as if we didn’t know)

--People who freak out at ridiculous and inconsequential things

--My back…because it hurts

--The plastic wrappers on DVD’s that is impossible to open!!

--Pop-up ads

--Denise Richards when she tries to act

--When I get to the grocery store and totally forget everything I needed to buy…but end-up spending $40 anyway….Albertson and their whole campaign when Safeway came out with the Safeway card, saying that "you don't need a card to save at Albertson's." How long was it until they sold themselves out on that one and came out with the Albertson's card?

--The movie ‘Out of Africa.’ It sucked. I want the two hours of my life back

--When something is "New & Improved," Which is it? If it's new, there has never been anything before it. If it's an improvement then there must have been something before it!

--Chain letters! Who the hell thinks that by annoying other people with stupid mail with no meaning, that they will grant you a wish, or make your long-lost love fall into your arms. Bullshit!

--People…in general. …like the irate customer who thinks that they deserve to be treated like royalty and you, the employee, like trash…

--Commercials about drugs that ask "is this drug right for you" without telling you what it treats

--Telemarketers… It's a shitty job, but if you ask me, they're asking for whatever angry responses they get from people…because most of you SUCK on the phone!

--People who drive in the fast lane going the exact speed limit or below the speed limit (oh wait…I said that already)….

--The junk mail I continuously get in my mailbox. It's just a waste of paper

--Sneezes that are teasing me and won't either let me sneeze or go away for good

--Feeling trapped or controlled: Wanna piss me off? Try to control me. It’s a deal breaker for me

--Being manipulated: This is a kind of being controlled, combined with being humiliated, combined with lairs. It’s not a good thing

--Bike riders who pedal away at 15 mph in the middle of the road….two wheels, a helmet and a day-glow spandex jersey make you something cool, but that something is not a car, so kindly move your ass to the side of the road

--People who act like they're super cool because of their jobs. I'm referring to tanning salon workers and Abercrombie & Fitch "representatives." You get paid minimum wage to intimidate insecure high school kids and wipe off machines whose purpose is to turn people into slabs of beef jerky. Where's the cool in that?

--WhEn Pe0pLe TyPe LiKe ThIs

--Ladies I love it when you look good....but please...put your makeup on BEFORE you leave the house....not behind the wheel

--Gangsta-wannabes….you know, the ones that pull their pants down and let you see underwear

--People with teddy bears in their cars. Okay, I can understand a 16 year female doing this, but every time I see a guy in his suped up Honda complete with teddy bears staring at me from the back window I get a good idea of who wears the pants in that relationship. Knock that shit off...it's a car, not your bedroom

--People that think they can do an impression really well but suck at it and keep doing it every two seconds...

--When a game freezes 2 seconds before you beat the last level

--When groceries go up because of the cost of fuel, but don’t seem to go back down when fuel costs drop

--Remember when you could fill up your tires for free at the gas station? Free AIR, what a concept!

--A driver, on his fourth license suspension for drunken driving

--Women in positions of authority who feel they have to "prove" they're "in charge" of men instead of just doing the damn job!

--Improv Jazz

--Unsolicited comments, Especially from people outside the situation at hand

--People who try to force EVERYONE to live by THEIR personal social codes and “cram” gay-rights down my throat…let me decide on my own...I don't need your help

--When people ignore good advice because they feel "threatened"

--Porn that takes itself too seriously

--HARDCORE political party followers who REFUSE to budge from "the party line"

--People who lack a spine

--People who open, and start to eat food in a grocery store before paying for it

--"Rubbernecking" in traffic

--The fact that I was taken the LEAST seriously by the people I worked with for 9 years as I helped them build their company from scratch…without even a thank-you…

--Excessive reaction to situations. (i.e. belly laughs when something is mildly humorous)

--People who have more than the maximum number of items in the express lane

--Guys that treat nice women like sh*t

--People who resist change and expect me to

--Dry wines, and people who say I should like them

--Bicyclists who ride too far in the car lane (oh wait…I already said that)

--People who send out ULTRASOUNDS like family photos

--When people allow their significant other to dictate their emotions for them

--The Rev. Jesse Jackson. Exactly WHERE IS his "church" and why doesn't he just stay there

--People who thinks it's OK for their dog to take a dump in my yard

--and what really tends to piss me off is people driving slowly in the left lane...in a Prius....did I mention that already?

Saturday, June 13, 2009

It's over!! End of the road....

I don’t know about your experience, but I’m hearing so much economic doom and gloom that I think it must be time for me to give up and quit.

The newspapers and television networks have convinced me (and almost everyone else) that we’re in a hopeless situation. I really wanted my business to prosper and grow in 2009, but I must be an idiot for believing there is any chance for success. I guess it’s time to turn off the lights, lock the doors and wait patiently for the economy to improve.

Or is it? Maybe business development professionals everywhere need to answer these four questions (honestly) before tossing in the towel.

#1. How does this “recession” actually affect you? (No, really?)...How does this “recession” actually affect you? The National Bureau of Economic Research defines a recession as three quarters of falling real gross domestic product. This might be fascinating stuff to some people, but I can’t directly correlate “real gross domestic product” to my sales effectiveness. Can you? Even during a recession companies still have to buy goods and services. They may buy different, they may buy less, but they still have to buy. If you can’t convince prospects that what you’re offering is a solid investment with meaningful return, then maybe the problem lies closer to home.

#2. Do you really believe you’re on your customer’s speed dial? Are you 'the man?' (No, really?)...Do you think they do not buy from others? Customers are nervous just like everyone else; they’re reading the same headlines that you are. Sitting in the office waiting for them to call you isn’t going to help you meet your goals. Reach out and contact everyone you’ve ever done business with. Show up with valuable ideas, offer help, look for referrals and ask for their business. This isn’t open season to “call and check-in” but it’s a great time to re-connect and nourish all of your existing relationships. This may sound like a lot of work because it is.

Very few people ever drift into greatness; it requires action. What are you waiting for?

#3. Are you as good as you could be? (No, really?)...Are you the best?...not what you tell yourself "barista boy"...but are you the best?  Many sales people think that once they’ve taken a professional selling course or had a little success at sales, they’re essentially done with learning. That may be OK if someday your closing question becomes: "Will that be paper or plastic?" or "Would you like fries with that?" Success as a sales professional requires skill, knowledge, attitude and purpose. If you’re not consistently developing yourself in these areas then you’re going backwards. There is no status quo....and sometimes...'daddy can't find the sales for you!' Being the "low-bidder" on a bid is not the definition of sales....anyone can give the product away.

There are more development tools available for today’s sales professional than ever before. Books, podcasts, tele-seminars, live training programs, webinars, personal coaches, downloads, sales portals and much more. You can’t wait for your boss or organization to take responsibility for your success. It’s up to YOU! It takes courage to admit you can be better and confidence to believe you can change. It takes nothing at all to create excuses. "It's the economy...yea, that's it...that's why I totally suck!"..."When my boss was GIVING me leads...I could close them regularly...what happened?"

#4. How much energy are you wasting on things you can’t control? (No, really?)...Do you worry about others, the world, the auto industry....don't....WORRY about whether you are part of the problem...or part of the solution.  The world surrounds us with headlines about inflation, bailouts, credit crisis, mortgage fiasco, recession, debt, jobless claims and on and on. Are you concerned? I know that I am. But I don’t have much control over what is happening in the headlines, so why get tied up in knots? And running your sales business isn’t much different.

----Monday, I start as the new Business Development Director for the largest moving, storage, and office furniture company in the state. Everyone is looking for a "leader" to help them in this economy. I am that person. It started when I was a little boy...playing baseball. In one game, our team was losing and with 2 outs....in the last inning...and our batter had 2 strikes against him....I listened as my team member (who was on deck to bat next) said, "oh my, I hope he actually strikes-out....I am afraid to be the last out."

As fate would have it he received a base-on-balls...and my timid team member walked slowly to the batter’s box....only to be hit in the leg by the next pitch. With both teammates now on base....it was my turn to 'win or lose' the game....all eyes were on me....a total 'hush' of anticipation. Can I make a difference?

That is exactly what motivates me in the morning....

Wednesday, June 10, 2009

Watch what the 'cabbie' does....

QUESTION: What could a simple cab ride have to do with becoming a better sales professional?

ANSWER: Almost everything!

My wife and I love to travel. Back in the ‘day’ when you could actually have several pieces of luggage when you traveled…on one of our trips we decided to take an ‘extra’ bag (total of 3) and my golf clubs. Today that idea has been thrown out of the window due to the increases in airline travel expenses (don’t get me started on that subject)…Anyway, our cab pulls up and the driver gets out, walks around to the trunk, takes one look at our 3 pieces of luggage and my clubs… and just grunts at me. Immediately I feel like I’ve done something to offend him. I feel weird and I just started my vacation…..bad sign.

Feeling guilty, I helped him wrestle my bags into a trunk that is already jam-packed (where did all of this other stuff come from?). He slams the trunk lid shut as I sink into the back seat feeling embarrassed that I actually have luggage. I feel like crap…and I didn’t do anything wrong.  What could be learned from this? What can I learn to make me a better salesperson? (As I ride...I think, what the hell is wrong with this jerk? This is your job....this is what you do for a living....instead of enjoying my ride with the anticipation of time away from work....my “wheels” was turning....learn Tracy...learn from this!)

#1: Make people like you

We all have bad days. I understand that. But when you’re dealing with customers, you need to put on your game face. I don’t know this cab drivers exact circumstance, but how difficult would it have been to offer a warm greeting? A simple smile would have gone a long way. Very few people go to work every day trying to be unlikable, but do your customers really like you? Do they feel good about themselves when you are around?

If you find yourself alienating customers in the first three minutes, I suggest you find another line of work.

As we pull out of the airport I tell the cabbie that I need to go to our hotel. He simply nods and rolls down the windows as we head towards the freeway. As we hit the open road, I quickly discover that this driver has one foot planted on the accelerator and the other on the brake. Smooth is definitely not a word in his driving vocabulary. I had actually thought about buying a soda in the airport, it’s a good thing I didn’t because I would be wearing most of it by now. I can almost feel my stomach becoming upset. (Learn from this!! Don't let him ruin your day).

#2: Hone your skills

Too many sales reps believe that their selling skills are better than they really are. When was the last time someone gave you honest feedback on your sales skills? A better question; when was the last time you asked for feedback? I honestly believe that this cabbie thought he was a good driver. After all, why become a cab driver if you can’t drive? Truth be known, his skills were awful. How are yours?

As we continue our journey I notice the inside of his cab looks like something out of a horror movie. Don’t get me wrong, I’m not expecting a room at the Hilton, but I do believe you can throw out trash, sweep out dirt and wipe “drool” and fingerprints off of the windows! And what is that smell? Seriously...what is that smell?

#3: Take pride!!!

Take a hard look at your email signature, voicemail greeting, hand-written notes and all other customer touch points. Are your quotes easy to understand? Do your invoices make sense or do you need a law degree to decipher? It’s easy to get complacent, challenge yourself to step-up and find the “drool” in your organization and your personal "game."

Twenty minutes outside of the airport the cab driver turns to me and asks me if I know where the hotel is located. He says he’s not sure exactly where it is….I am thinking….”what an idiot.” (Of all the other cabs...I got this one....I would actually walk at this point...if I didn't have 3 pieces of luggage and my golf clubs).....(Think Tracy.....what else?)

#4: Be knowledgeable

If I knew how to get there, I could have just rented a car. If we were going to get lost, I would have preferred to get lost before getting on the freeway. Selling professionals need to be knowledgeable about their products, customers, market, industry and competition. We are the resource that our customers look to for advice. It is our responsibility to know where we are.

If you’re not knowledgeable, don’t take someone for a ride!

We finally figure out where we’re going but the cab grinds to a crawl as traffic starts getting heavy. It’s a warm, humid day so I ask if we could roll up the windows and turn on the air. Without a missing a beat (or turning his head) I’m told “no.” I understand you burn more gas running the AC, but I’m guessing my tip will more than compensate. Now I find myself trapped in a dirty, hot (smelly) cab that is being driven a grouch who really isn’t very good with directions. (What's the moral to the story Tracy?)

#5: Take care of the customer!

Cab drivers get tips, sales reps get commissions. There are more similarities than differences in how these two professions get compensated. If your livelihood depends on customers (and your job does), then you, your manager and your organization need to be committed to taking care of them.

And by the way…. I DID NOT tip the cabbie for this ride. Stop giving tips when people don't deserve it. I subscribe to the 'don't tip' for shitty service rule....maybe if you were paid commission....you would understand. A "tip" is not going to help this guy!


Sunday, June 7, 2009

Men like quilts too!

My wife is in love with quilting. She is currently working on a project that is ‘transferring’ her hand-drawing…onto a projector on the wall…and then into a quilt…wow!

I have been around quilts all my life and absolutely love the work that she does and the passion she has for every type of quilt imaginable. Some of you might not be as ‘familiar’ with quilts…so I wanted to take a moment to‘re-investigate’ quilts for myself.

A quilt is a type of bedding, a covering composed of a quilt top, a layer of batting, and a layer of fabric for backing, generally combined using the technique of quilting, sometimes with additional decorative stitching that went through all the layers. Traditionally in most cultures quilting has been a women's craft, part of providing for household needs. In the United States in the 19th century, neighborhood women would gather in quilting parties to work on or finish quilts, which were sometimes made to be given as part of their daughter's wedding dowries of household furnishings.

The quilt top was made of geometric patches or scraps of fabrics combined into designs. Another technique for securing the quilt layers is "tying". Tying refers to the technique of using thread, yarn or ribbon to pass through all three layers of the quilt at regular intervals. These "ties" hold the layers together during use and especially when the quilt is washed. This method is easier and more forgiving if the quilt is made by hand. Tied quilts are called, depending on the regional area, "lap", "comfort" or "comforter", among other names.

Many quilts are made with decorative designs. Since the mid-20th century, some quilts are not made for bed covering at all, but are rather to be hung on a wall or otherwise displayed. In British English, duvet may be used instead of quilt, wadding is another way of saying batting, and calico refers to muslin, rather than to a fabric with a printed pattern on it.


I am excited about quilts…I absolutely love them…but not to make them or be involved in the process…I enjoy the smile on her face showing me her work. I am blessed.

Friday, June 5, 2009

Why barista training won’t work….(part 4)..final chapter...

Part 4 of: Barista training just won’t cut it…

Everyone wants to have good relationships with lucrative prospects, in order to uncover needs, present solutions, and secure a commitment. Establishing mutual relationships with new prospects has grown increasingly more difficult, however, and just because a salesperson wants to ask questions, doesn’t mean their prospects and customers will want to respond.

What makes prospects and customers “want to” respond?

Salespeople must first earn the right to engage. What’s the key to building effective relationships? The answer is credibility. Now the question becomes: What are you doing different than your competitors to establish credibility in your targeted prospect accounts? Everyone claims to have the “best product,” which once again, makes you average.

Leveraging curiosity to fuel the sales process is another paradigm shift -- but it's one that makes absolute sense. If a prospective customer is not curious, then it becomes very difficult for a salesperson to secure their time or their attention. On the other hand, a curious prospect will want to engage in a conversation about their needs and your solutions to satisfy their curiosity. Now the question is. . .What are you doing to leverage curiosity in the sales process?

The main rule is: Never make a call to your prospect without having a goal in mind. When you hang up the telephone, what do you want to have accomplished? Do you want to gather information? Do you want the prospect to commit to some action? Do you want agreement on the next step in your sales process? Once you have your goal in mind you can then figure out the appropriate approach. (Hint: "I just called to see how things are going" is not it.)

Many reps fall into the common trap of asking questions that are self-serving. “What does your purchasing process look like?” is a mind numbing, self-serving question that doesn’t create new insights. Your customer hears these types of questions every day and they bring zero value to the dialogue.

Instead ask questions that get customers to stop and think. Ask questions they haven’t been asked before. Ask questions that get the customer to pause and say, “That’s a really good question.”

Remember…too many sales reps believe that their selling skills are better than they really are. When was the last time someone gave you honest feedback on your sales skills? A better question; when was the last time you asked for feedback?

Learn to be a great cab driver as well!! What??? Well, Cab drivers get tips, sales reps get commissions. There are more similarities than differences in how these two professions get compensated. If your livelihood depends on customers (and your job does), then you, your manager and your organization need to be committed to taking care of them.

I can promise you that if you don’t, someone else will! That someone else is me.


Next series….’Watch what the cabbie does….and learn!’

Thursday, June 4, 2009

Why barista training won’t work….(part 3)

Part 3 of: Barista training just won’t cut it…Why can’t the barista find new business?

Customers are less accessible than they were several years ago. In the past, salespeople could build relationships with the gatekeeper in their target accounts, knowing that these relationships would eventually get them in to see the decision-maker. When did it change so drastically? Well, electronic devices have since replaced most gatekeepers and you can’t build a relationship with a voice mail system. Other technological innovations such as e-mail, text messages, fax, Blackberry, cell phones, digital pagers, and the Internet have also given customers the freedom to execute their job functions away from their desks. While this is good in one sense, it also means that potential customers are less likely to pick up the telephone when you call.

Many prospects are reluctant to pick up the telephone anyway. With the rapid economic ‘depression’ in recent years, more vendor businesses are offering more solutions than ever before. Consequently, decision-makers are being inundated with a barrage of sales callers—who are all competing for the same thing—a chunk of the prospect’s budget, but even more importantly, a slice of their time and attention. Most salespeople are “woeful” at finding new business…remember, they are order takers.

Some sales organizations try to address this problem by encouraging their salespeople to be more aggressive. “If the going gets tough,” chants the proverbial sales manager, “then we, as salespeople, need to be even tougher.” The problem is, if the telephone rings tonight at my house during dinner, and a salesperson on the other end tries to be “more aggressive” with me, they will irreparably harm any chance they had of making a sale. People don’t want to be pushed.

Many of the marquis sales training courses currently being offered were developed fifteen to twenty years ago, if not earlier. But the business world has changed dramatically in the last twenty years…and in my opinion, many of the “old school” techniques no longer apply.

Most prospects already know the tricks—things like calling after hours to avoid the gatekeeper, or leaving voice-mail messages that say so-and-so told me to call. They also know about the Ben Franklin Close, Alternate Choice, and Feel-Felt-Found. That’s why so many salespeople and sales managers have become frustrated with traditional methods. Teaching salespeople to be just like everyone else puts them at a competitive disadvantage. When a salesperson is perceived “the same” as everyone else, then they are only average, by definition, and their chances of winning are significantly diminished. Prospects and customers usually don’t buy “average” products from an “average” salesperson.

So how do you get away from being 'just average' like 90% of the other salespeople?

ASK the right questions! Creating high impact questions takes extra time. But it’s worth every minute. Start investing sixty percent of your time doing research, forty percent of your time making calls. I know this contradicts traditional wisdom, but this isn’t a traditional selling environment.

Don’t pick up the phone or walk into the lobby until you’re absolutely ready to engage in a meaningful dialogue. You’re not going to get a second chance in a slowing economy, so make sure everyone counts!

......more to come......

Wednesday, June 3, 2009

Why barista training won’t work….(part 2)

Part 2 of: Barista training just won’t cut it…

Last time we visited why the 'top-notch' salesperson is actually disappearing before our eyes. Reasons? It is simple. No one wants to 'hone their craft' like they did in the old days and the "cool" building doesn't "sell" anything...anymore.

What if a barista didn't have a cool building? Would you still pay 4 bucks for a cup of coffee? What do you mean Tracy? Look at "all" the crafts in the world today that have been watered-down to a fraction of what they were in the peak of U.S. economy. Oh, and that reminds me!

Rule one—don’t blame the economy. Companies still have to buy goods and services no matter what the economy is doing. They may buy differently, they may buy less, but they still have to buy. If you can’t convince prospects that what you’re offering is a solid investment with meaningful return, then maybe the problem lies closer to home. Let’s look at this a different way. The major objection most reps face during slow times is, “I have no money.” How is that possible? If your customer has no money then they’re out of business. What they are really saying to you is, “Your ideas stink.”

What can you do to close more business in a slowing economy? Start by answering these three questions that will put you back on the path to success. I can’t guarantee that they will work for you, but I can guarantee that they work.

How much energy are you wasting on insignificant activities?

You’ve probably been told that business will improve if you just make more appointments, increase the number of demos, and give more presentations and ramp up your number of cold calls. Don’t get me wrong, there is nothing incorrect with increasing these selling activities; especially if you sell low-value products to one-time customers. Experience tells me that chasing everything that looks like an opportunity keeps you busy but makes you very ineffective. You’ll be working hard, but you won’t be working smart. Eventually you’ll burn out your prospects and yourself – toast for two!

Start today by re-qualifying every prospect and work on cleaning out your funnel. Focus on your best selling opportunities and put your energy there. You’ll create more success by investing the right resources into ten solid opportunities than you will by chasing twenty five half baked leads.

Are you making every conversation count?

Clients and prospects should be impressed with your preparation for every sales call. When you demonstrate that you’ve done your homework it becomes easier to have an open and honest dialogue with you. When the economy slows down, people get nervous. They don’t want to waste time meeting with sales reps unless they see some potential value. (Hint: A barista waits for an order ...)

The “smile-n-dial” mentality of simply pounding on more doors with the same pitch may produce extra appointments. But it also creates the fear that you’re going to sell them something that they don’t need. Open your next client conversation with this simple phrase, “In preparing for this meeting I took some time to…” Then simply highlight the two or three critical things that you did to prepare and watch what happens to the atmosphere of the call. You will blow away the last rep that opened their meeting by announcing that they were just “checking in” to see if anything new was going on. (Hint: A barista checks to see if you want whipped cream...)

The goal is to stop “educating” your customers. They don’t care unless they are engaged. Talking about your company, your products and your reputation will not engage customers. Talk about them, ask about them, provide ideas for them and communicate in terms of them.

Who are you talking about—you or them? Knowledge is a key ingredient to sales success, especially in a slowing economy. The more you demonstrate knowledge, the more prospects will take time to listen. And the best way to establish expertise is not by pitching features; it’s by asking questions. Questions that can differentiate the value you bring to every call.

(Hint: A barista concentrates on memorizing your order...)


.....more to come.....