Sales 101

Back+To+Basics                This week I attended the new hire training for T-Mobile, and as with every position I’ve been in, a big portion of it was Sales 101 with a twist on how it relates to our industry. The training itself was fantastic, and a lot of good information came from it. But I wanted to take a few minutes to review some of the building blocks when it comes to sales.

moravianpowerofsmileSEE Principle Smile. Eye Contact. Enthusiasm.  The natural reaction when you see someone smile is to smile back. Try it – when you walk through the grocery store or wherever, smile at the people you walk by. Make eye contact before you give a 10-watt smile though, otherwise you look a little creepy.

Speaking of Eye Contact, the quickest way to seem like you are trying to sneak something by someone is to not make appropriate eye contact. Probably about 70% of the conversation should be made with eye contact. You don’t want to stare someone down though; it’s ok to look away here and there to gather thoughts.

Enthusiasm is contagious – if you are excited about something, customers will want to talk to you and a) learn what is make you so excited, and b) take part in it. Life is often dull, so if you can add some fun and excitement into the day, people will want to talk to you!

kiss-lipsKISS vs. Kill Keep it Short and Simple vs. Keep it Long and Lengthy. Very easily, you can guess that someone would prefer to be kissed over killed.  The truth is, the more complicated something seems, the more work it sounds like, the less likely someone’s going to be willing to do it. Boil it down to the basics, and the customer will ask about the issues that matter to them.

Overturning Objections There are several different techniques to overturn specific objections, but overall there are three core options. All of these are interchangeable for any objection, but I find they each cater a bit better to certain categories. It’s also better to use some variety so the customer doesn’t feel like you’re a robot.

Feel Felt Found is great for an emotion based objection like “I don’t like change” or “I had a bad experience.” It works out like, “I understand how you feel, {example customer} felt the same way, but he/she/it found that {the opposite of objection is true because…}. Which looks like, “I complete understand that having a bad experience would make you choose another provider. Actually, a lot of my customers experienced similar situations several years back. But, a lot can happen in two years, and they found that we’ve made significant improvement to the coverage and network infrastructures to the level that they are actually receiving better service than they were with our competitors.

14755-blocked_mediumRepeat, Reassure, Resume is best with logical objections such as “you don’t have the product I want” or “it’s just too expensive.” For this technique, you repeat the objection in your own words to show understanding. Reassure the customer that it’s a non-problem. And then continue on in the process. “Right now you feel the cost of the service makes this too expensive? While that makes sense, currently you’re losing X amount of dollars daily by not implementing a solution. Within X amount of time, you will actually spend less money and break even on the upfront cost.”

Acknowledge, Ignore, Resume is my personal favorite for objects that are just stupid. Objects that the customer just throws out because they think they have to make you work harder for the sale. Things like “I’d have to send the bill to a new address,” “It’s a different blue than I’m used to,” or “I don’t like your shirt.” The key here is to recognize that they had spoken, pause a second, and then continue the conversation. Pick a one word response that works for you. I favor either “Okay” or “Great.”

deck-of-cardsThe Law Of Averages Last, but certainly not least, it’s all a numbers game. You have to put in the activity to see the results you are looking for. Sales is work, and anyone that tells you otherwise is either lying or has no idea what they are talking about. Schedule time to do the grunt work, and keep track of your success. They more you study your numbers, the more you can improve you results.


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