Category Archives for Relationships

Relationships, Rejection, Donald C. Kelly

TSE 1182: How To NOT Ruin Relationships When Selling To Friends

Relationships, Rejection, Donald C. Kelly

Have you ever wondered how to not ruin relationships when selling to friends? This can be difficult because you would still want to keep the relationship even when they’ve said no. 

This isn’t a unique struggle, it’s common to most salespeople. Perhaps the products could be beneficial to your friend or family so you want them to try it. You have a moral obligation to at least explain some ways to fix their problem without turning it into something bigger. 

Solve the true problem 

Assess whether what you have is truly a solution to their problem. You can’t sell a car to your friends when they already have one that is running in perfect condition. Even when you’ve told them about the new features of the car you’re selling, they’re not going to get one because they have a good car that runs just fine. What you presented to them isn’t a solution because there wasn’t a problem in the first place. 

It is important for you to seek out whether there is a problem and figure out what it is before you present your product. 

Be genuine 

Do not present a solution that would benefit you; rather, give them a solution that would benefit them. 

Perhaps their car needs fixing and they are spending way too much for the repair. This is a great time for you to share the features of the car you’re selling. If they don’t have the income to purchase it, then help them get the income by looking for a credit union. 

That genuine heart helps build trust and your friends will potentially lead you to other people with similar problems. The people you’ve helped will come back to you and buy from you again later on.  

Do not pitch something to your family or friends because your sales manager told you to do so. Don’t approach them with the mindset that they’ll buy your product because they feel guilty. 

Consider your approach 

Always set the rules before you play the game. Consider your approach and be straightforward. Because they are the people you are close with, you have the benefit of honesty from them. Before you make your pitch, remind them that if they are not interested, there’s no need to beat around the bush and that the relationship stays the same regardless of their choice.

Once they understand that, then you can move on with your pitch. Put emphasis on the fact that you are willing to help with their problems. If their car isn’t working well and they are spending too much for repair every week, tell them that they can go to another car salesperson. You are merely giving them options on how they can address their problems. 

Don’t approach them like you would any other clients. Instead, approach them in a loving way. People recognize trust and love and if you use that approach to your friends and families then you’ve unlocked one great strategy on how to not ruin relationships when selling to friends

No isn’t always a No

Many salespeople keep selling even when the person has said no. This happens a lot because in sales, it is about the numbers and others take it to another level. As a salesperson, you need to have a threshold.

Most sales reps, however,  see a list of names to reach out without knowing who these people are or their concerns. They see names and they see numbers automatically. They don’t look at the names as individuals who might be facing some personal issues at the moment. 

Studies have shown that 92% of salespeople give up after getting a NO without realizing that 60% of consumers say no four times before saying yes. Some say no because they are busy or they aren’t a fit for what the salesperson is offering. 

If someone is in the right market and they fall under the criteria of your ideal customer profile, then they do have a problem that you can solve. You have a moral obligation to at least explain it to them, and not just once. 

Change your approach from someone who just wants to set an appointment and talk about the product to someone who wants to help them and educate them to overcome a challenge they are facing. 

Build relationships

The Sales Evangelist, for example, is virtually everywhere and we’ve been sharing a stream of content on a regular basis. We are found in every platform where our ideal customers may be. We are on LinkedIn, Facebook, Instagram, Twitter, and YouTube. People may have not expressed their interest now but they are individuals that we can follow up and put into other sequences for us to reach out. 

If they aren’t ready to buy this month, then connect with them and ask them if they are willing to receive educational information. If no, then let them go and if yes, then look for ways that you can continue educating them. 

Don’t pitch them the product when they’re not yet ready to get it but maintain a relationship and to do a follow-up after enough time. Remember to stay in touch. 

Nurture that relationship until such time that it picks up. 

A portion of that 60% who said no to you will eventually make a yes if you stick around and pitch in the perfect timing. So, build a relationship with those individuals in a loving way and be present in whatever means or platform they like to digest your content. 

“How to Not Ruin Relationships When Selling to Friends” episode resources

The Sales Evangelist records podcasts regularly. Some of our contents are answers to questions sent to us by salespeople. If you have concerns, you can shoot us your question anytime. Connect with Donald via LinkedIn, Instagram, Twitter, and Facebook

If you like this episode, don’t be shy and give us a thumbs up and rating on Apple Podcast, Google Podcast, Stitcher, and Spotify. We produce podcasts weekly so make sure to subscribe to get more of these sales talks that matter! Share this with your friends and teach them how to subscribe as well. 

This episode is brought to you in-part by TSE Certified Sales Training Program. It’s a helpful guide for sales reps and sales leaders to improve their pitches and presentations. It has 12 courses and you can get the first two modules for free! If you want to take your sales to the next level, then I recommend that you join us with our group coaching. 

If you’re a sales rep looking to hone your craft and learn from the top 1% of sellers, make plans to attend the Sales Success Summit in Austin, Tx, October 14-15. Scheduled on a Monday and Tuesday to limit the impact to the sales week, the Sales Success Summit connects sellers with top-level performers who have appeared on the podcast. Visit Top1Summit.com to learn more and register! 

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Relationship Selling, Decision-Makers, The Sales Evangelist

TSE 1168: Selling In Europe vs. Selling In The USA

Relationship Selling, Decision-Makers, The Sales EvangelistEvery sales transaction differs from the others, but when you’re selling in Europe vs. selling in the USA, it’s important to understand the differences in culture.

Christine Schlonski works with entrepreneurs who have a negative view of sales. She helps them redefine their view of it so they can sell with ease, grace, and confidence and also ask their price. In short, she helps them makes sales, which is simply an interaction between people, fun. 

Fear of selling

Christine points to the depiction of sales in movies, coupled with bad sales experiences that we’ve all had. Subconsciously, we don’t want to be like these people. Women especially struggle to ask for what they truly want because it feels salesy or pushy. They often assume because they’re good people that buyers will line up to buy. 

It’s possible to ask for the sale in a natural way but movies never depict sellers in a positive light. It’s likely that a movie about a seller who sells from the heart and brings value would be boring. But sales truly could be like that. 

Set the expectation and then make the offer. Then consider what’s a go and what’s a no-go. How can we work together? 

Sales differences

Sales in the U.S. move quickly, while people in Europe like time. Realize, too, that Europe isn’t a single country, and sales differ across those countries. In France, for example, sales involves numerous decision-makers, and French people love meetings. Where Americans look to make things happen, you cannot simply show up with an offer and a take-it-or-leave-it attitude. 

Germans exist between those two extremes because they want to be a bit more efficient. Still, though, they cannot be pushed or pressured into decisions. 

Relationships are still the key to all sales. The decision-maker needs to feel comfortable in the relationship and feel as though he is making a good decision. 

Typically, larger companies have more complicated decision-making processes. They often have male leaders and sometimes one of them will block the process because of politics or a need to be right. 

Selling in Europe will never be a one-call close. 

Unique preferences

Christine had experiences in the past where her work with a global company selling high-ticket events over the phone was negatively affected by her American colleagues who were perceived as being pushy. The prospects assumed that her sales process would operate the same way, so they weren’t interested.

For companies who operate in different countries, training sellers to understand the cultural differences can present a challenge. Begin with the simple understanding that no two people are alike. Even without the cultural differences, there’s no one-size-fits-all solution because we’re all human with unique preferences. 

Consider yourself as an example. How would you want to be treated during a call? What’s important to you?

Then, be open to cultural differences and be aware of misunderstandings, but understand that it isn’t a case of the prospect not liking you.

In Christine’s case, she learned to operate as though any “no” in the process was always her fault because she hadn’t managed some part of the process correctly.  

She understands, too, that if she calls into the U.S. she needs to operate with the correct urgency because it’s what they expect. 

Small talk

Sellers in the U.S. are pretty good with small talk, but in the U.K., for example, talk about the weather can be important. Some people perceive that as a waste of time, but you must adjust to the person you’re speaking to. 

Adjusting the conversation to your audience doesn’t demand that you be fake. Pick something that’s meaningful to you that will bring the other person into the conversation as well. 

Suspend your own thinking toward the customers’ needs. Accommodate them.

In the U.S., for example, people don’t give a true answer to the question, “How are you?” Instead, they’ll say, “I’m fine.” In other countries, they’ll be more likely to answer honestly. 

Approach with the desire to serve their needs. 

Expectations

In my own negotiations with a prospect for TSE Certified Sales Training Course, I discovered during the negotiation process that many buyers from eastern Europe want to ensure that they are getting the best deal. A  friend who is also from eastern Europe told me that they’ll often expect to be able to negotiate down a bit. So even if you have a fair price, they may expect you to adjust it. 

In this case, I made the adjustment because it was a win-win opportunity. 

Depending on the products you sell, the price level, and who your negotiating partners are, maybe you set something in place that you can add to the program rather than adjusting your price down. Add value without dropping the price. It gives them a feeling of a win. 

Businesses are always trying to get the best deal, regardless of culture. 

Authenticity

Be true to yourself and be authentic. If you have a great product, begin with a connection. Small talk can feel superficial, so you must communicate that you’re not only interested in a sale. 

“Selling In Europe” episode resources

You can connect with Christine at her podcast, Heart Sells, where she interviews successful entrepreneurs who have overcome sales challenges and who operate from the heart. She seeks to showcase that sales can be fun and that anyone can learn sales. You can also find her at christineschlonski.com

If you’re a sales rep looking to hone your craft and learn from the top 1% of sellers, make plans to attend the Sales Success Summit in Austin, Tx, October 14-15. Scheduled on a Monday and Tuesday to limit the impact to the sales week, the Sales Success Summit connects sellers with top-level performers who have appeared on the podcast. Visit Top1Summit.com to learn more and register! 

You can also connect with me at donald@thesalesevangelist.com or try our first module of  TSE Certified Sales Training Program for free. This episode has been made possible with the help of  TSE Certified Sales Training Program, a training course designed to help sellers in improving their performance. We want you guys to go out each and every single day to find more ideal customers and do big things.

I hope you like and learned many things from this episode. If you did, please review us and give us a five-star rating on Apple podcast or in any platform you’re using – Google Podcast, Stitcher, and Spotify.  You can also share this with your friends and colleagues. 

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Jordan Ray, Donald Kelly, The Sales Evangelist

TSE 1095: She is Too Young

The Sales Evangelist, Jordan Ray, Building RelationshipsRayJordan Ray has endured more challenge in her 21 years than most people experience in a lifetime, so when she goes into a large hospital to share the product she has developed, many people believe that she is too young and they fail to understand that she is making a difference and helping others.

It’s a common challenge that many people face, and I faced it in the early days of The Sales Evangelist when I was 30 years old and advising people who were twice my age.

Generations

When Jordan’s health failed at 17, she discovered a need for patients with chronic health conditions to accurately track their pain and symptoms. The log helps patients track their own experiences as a way to improve their treatment plans.

Jordan isn’t offended when people discount her because she’s young. As a softball coach for 15- to 18-year-old girls, she recognizes that she’s only three years older than her players, and she remembers what it’s like to be immature.

She said she doesn’t get frustrated by the fact that people assume she’ll waste their time because she’s too young. In fact, she attributes some of it to the fact that people make assumptions about her generation.

First impression

Though you only get one chance at a first impression, it’s possible to change the impression people have. Jordan points to the story and relationships as the keys to overcoming people’s assumptions about her.

She’s very big on building relationships because she understands that people who aren’t sold on her product won’t buy it no matter how hard she pushes. If they aren’t interested in her product after she shares her story and the value she offers, pushing won’t change that.

She considers herself good with people and she said that’s key to owning a sales company.

Building relationships

Jordan goes to a breakfast networking event every Tuesday where she’s the youngest person by about 25 years. She estimates that she has shared a sit-down with all 50 members of the group despite being too young.

Many of them like her story because she only shares a 30-second brief. She tells them enough of her story to leave them intrigued so that they want to have a follow-on meeting with her.

She begins the relationship by looking for ways to refer business to her prospects. Her goal is to serve them by helping them.

Biggest challenge

She admits that sometimes she feels like she doesn’t have enough to offer in terms of referrals because she has only been doing this for seven months. Compared to people who have been working for 40 years, her connections don’t feel very significant.

Jordan said that her years playing sports taught her to have very high expectations for herself so she struggles when she can’t match the referrals that others can.

While other people are helping her and giving referrals, she finds herself wishing she could do more to return the favor.

Business friends

Jordan laughs about the fact that her personal friends are in their 20s and her business friends are in their 50s. She said she loves keeping up with those people.

Though the sales are obviously nice, she understands that the relationships are going to last beyond one sale or one year. If she makes one sale, that can’t compare to a relationship with someone at a nonprofit who knows countless people and who will support her even as she supports them.

Persistence

She calls herself big on persistence. She got lots of no’s before she launched the company. Many people were convinced she should stay in school.

She recommends staying persistent and refusing to give up on your vision. You’ll get a hundred no’s, but you’ll get that one yes.

“Too Young” episode resources

You can connect with Jordan at www.limitlessmedicallogs.com.

You can also email her at jordan@limitlessmedicallogs.com and share your story with her or you can find her on social media @JordanRay.

If you haven’t connected with me on LinkedIn already, do that at Donald C. Kelly and watch the things I’m sharing there.

You’ve heard us talk about the TSE Certified Sales Training Program, and we’re offering the first module free as a gift to you. Preview it. Check it out. If it makes sense for you to join, you can be part of our upcoming semester.

You can take it on your own or as part of the semester group. The program includes 65 videos altogether, and we just completed a beta group that helped us improve the program and maximize the information in it.

If you and your team are interested in learning more, we’d love to have you join us. Call (561)578-1729 to speak directly to me or one of our team members about the program.

This episode is also brought to you in part by mailtag.io, a Chrome browser extension for Gmail that allows you to track and schedule your emails. You’ll receive real-time alerts anyone opens an email or clicks a link.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

Audio provided by Free SFX and Bensound.

 

EMSDC, Sharon Manker, Donald Kelly, Networking

TSE 1054: Sales From The Street – “Building Diversity Into Your Network”

As you’re working to expand your reach and grow your network, recognize the importance of building diversity into your network so you’ll be better positioned to succeed in your industry.

I met Sharon Manker at the Eastern Minority Supplier Development Council ROAR Conference, which connects minority-owned and women-owned businesses with Fortune 100 companies. Sharon has worked in supply chain for two decades, in both the for-profit and the nonprofit sectors, in utility and now in healthcare. In her words, she negotiates for a living.

She also works to engage diverse suppliers in a woman-owned, veteran-owned, minority-owned system.

Small business challenges

Many small business owners lack the vehicle to connect with the right decision makers. They don’t know how to meet the people who actually influence the contracts.

When they discover their limitation, they often observe that they just didn’t realize how it impacted their work.

As a supply chain person, Sharon works to connect qualified suppliers to the businesses who need them. She also works to connect those same businesses with her business stakeholders.

To that end, she attends events and even hosts events that allow people to connect and build relationships. The trick is to recognize that as you’re working to connect with the decision makers, there are people along the way who can help you do exactly that.

Diversifying suppliers

When you aren’t able to attend these events, Sharon points to other opportunities to connect with people: chambers of commerce and councils, just to name two.

You’ll be positioned to find corporate partners there. You’ll encounter people who are actively engaged and ready to increase their supplier diversity.

Even if you attend these events and find out about developments that are 24 months away, future gains will happen. Put in the work now and build relationships now.

Benefits of partnership

Many corporations prioritize working with small businesses because they have committed to certain diversity goals, such as spending a certain amount of their operating expenses with diverse suppliers. In some states, in fact, this diversity is mandated.

This demands a pool of Minority Business Enterprises, Veteran Business Enterprises, and LGBTQ enterprises that can help meet the needs of those businesses.

It can’t be a last-minute effort, either. You don’t want to wait until you’re in an emergency situation to begin vetting partners. Those organizations must proactively work to find the best option in every category to provide the product or service they need.

Some corporations connect with small businesses simply because they value giving back to entrepreneurs and small businesses.

If you’re an entrepreneur or a seller listening to this, find groups like this to connect with, because if you can land a large contract, you can eat pretty well for a while.

If you balance your regular prospecting with your networking events while you work to connect with large corporations, you’ll more easily keep a steady flow of connections. #CorporatePartners

Strategic plan

Create a strategic plan for your business. In your case, your plan for success is that failure is not an option. Instead, when you fail, you learn a lesson, and you repeat that until you get to a successful outcome.

You can’t give up. You must stay positive.

There won’t always be immediate opportunities, but building a network of resources or opportunities provides some security. Then, if you don’t have a resource or an opportunity for those organizations, you could always help connect them with another partner that you’ve met and added to your network.

We’ve talked recently about the need to focus on a champion rather than only focusing on the decision maker. Your network will help you accomplish that.

You may bypass a champion on your way to connecting with a CEO, but the champion can be a much quicker connection. You can build a relationship with him more quickly, and then he can help you get to the CEO.

Intentional communications

When you’re building relationships, be mindful of your communications. Some people are very aggressive in their approach, but they often overlook all the other restraints that these decision makers are facing. They want to do a deal now, but they aren’t mindful of the other projects these professionals are working on.

There are hierarchies of communication in every organization. There are also barriers to entry. Your champions can’t advocate for you if you’re perceived as aggressive or pushy.

The vetting process may take weeks, and you must be willing to exercise patience. You don’t know about all the things that the organization is working on.

Be strategic. Recognize the structure in each organization.

People will notice the way you communicate.

Be prepared

When your network does call on you for your product or service, make sure you are ready and able to give your brief, to-the-point presentation.

Make sure you’re being active so you’ll stay positioned to meet other professionals. Make sure you’re open and willing and teachable.

Even if you aren’t a minority, realize that if 51 percent of the company ownership is minority, that classifies as a minority-owned business.

“Building Diversity Into Your Network” episode resources

You can connect with Sharon on LinkedIn where she shares tremendous amounts of information about supply chain.

We are currently in the Beta portion of our new TSE Certified Sales Training Program. The first section is about prospecting, the second is all about building value, and the third is about closing.

This episode is brought to you by the TSE Certified Sales Training Program. If 2018 wasn’t the best year for you, check out TSE Certified Sales Training Program. We can help you out of your slump.

If you gave a lot of great presentations and did a lot of hard work, only to watch your prospects choose to work with your competitors, we can help you fix that. The new semester of TSE Certified Sales Training Program begins in April and it would be an absolute honor to have you join us.

This episode is also brought to you in part by mailtag.io, a Chrome browser extension for Gmail that allows you to track and schedule your emails. It’s super easy, it’s helpful, and I recommend that you try it out. You’ll receive real-time alerts anyone opens an email or clicks a link.

Mailtag.io allows you to see around the corners. You can see when people open your email, or when they click on the link you sent. Mailtag.io will give you half-off your subscription for life when you use the Promo Code: Donald at check out.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode. Share it with your friends who would benefit from learning more.

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Peter Chun, Lucidchart, Salesforce, Sales Podcast

TSE 1053: How To Effectively Map And Create Multithreaded Relationships In Enterprise Deals

Peter Chun,

Sales constantly evolves and sellers who want to be successful must effectively map and create multithreaded relationships in order to close more deals. Peter Chun talks today about the importance of multithreaded relationships and the challenge for reps who must establish them.

Peter fell in love with the convergence of sales and data and has found a personal passion for it. He loves strategizing about how to close deals and about how to help your company scale and grow.

Evolving sales

The biggest obstacle for B2B sellers right now is the evolving face of sales. Buyers are more sophisticated, and they have more information at their fingertips. They do a lot of research before they even engage with a salesperson.

Additionally, the number of stakeholders within B2B deals is increasing, with research indicating that complex deals often include 6 to 10 stakeholders.

The big challenge, then, is finding and creating multithreaded relationships because too often they are single threaded. Many reps, either because of laziness or lack of awareness, fail to establish more than one relationship within a deal. They rely on a single relationship to get the deal done.

Multithreaded relationships

Being multithreaded doesn’t simply refer to your customers. It’s important that sellers create multithreaded relationships within their own companies as well.

Who else, besides your prospect, needs to be part of the conversation you’re having? Who else on your team has relationships that can be leveraged to build a solid foundation?

One of Peter’s reps teaches his reps to always do discovery because it keeps them aware of the details of the deal and helps them to stay relevant.

If you’re multithreaded, you have other contacts that can help you move a deal forward.

Unnecessary risk

Even when you believe that you have the juice to close a deal, you leave yourself open to risk if you fail to be multithreaded. You may, in fact, be connected to the right person, but that doesn’t mean there aren’t others who can help move the deal forward as well.

Many reps simply haven’t been coached to do this well. Sales leaders must coach them well and teach them how to have a multithreaded perspective.

In the case of a complex account, there may be hundreds of employees. There may be years of history between you and your prospect making it difficult to know where to even start.

Peter says that visually mapping the process will help you keep track of your efforts.

  • Who are you talking to?
  • Where does each employee sit?
  • Who does each employee report to?
  • What are the relationships within that organization?

Becoming multithreaded

In order to establish a multithreaded perspective, begin by figuring out all the people you already know. Start with who you’ve met or spoken to in the organization.

Step two is to identify all your targets or the people you’d like to talk to.

Third, add the executive team. Include the CEO and any executive leadership that you think is relevant to the conversation.

You can then figure out who reports to whom and who is pursuing specific initiatives. The goal is to drive consensus across the organization, so I must identify the leaders who can move this initiative forward.

Recognizing your prospects’ initiatives demonstrates an interest and it suggests that you’re more than an order-taker; you’re paying attention to the details.

Common mistakes

Some managers get so focused on their numbers that they fail to develop a real strategy. As soon as organizations allow their sellers to be a little more strategic, they’ll find that their activities are much more scalable.

Account mapping has been around for a long time, but now we have the technology to use a more systemized approach to it and tie it into our CRM.

Young sales leaders simply haven’t been exposed to enough deals to think that way. But great sales leaders think that way naturally.

Help your less tenured sellers learn to think that way.

It’s easy to get overwhelmed with this idea but begin with your top account. Implement the three steps with that account, will help you begin really moving your deals.

Build the discipline within yourself and your team to be multithreaded. Even if you’re certain it will close, you can still consider who else you have access to.

When you’re multithreaded, you have more options when your contacts go dark. Remember to focus on internal and external connections.

“Create Multithreaded Relationships” episode resources

You can connect with Peter on LinkedIn and you can sign up for LucidChart and check out their sales templates.

This episode is brought to you in part by our TSE Certified Sales Training Program, which teaches you to improve your sales skills, find more customers, build stronger value, and close more deals.

The next semester begins in April.

If you’re not familiar with the TSE Certified Sales Training Program, it’s a program designed to help brand new sales reps, as well as those who have been selling forever. The 12-week module offers videos you can watch at your own pace, as well as the option to join a group discussion. It’s broken into three sections: finding, building value, and closing. It’s amazing and it’s fun!

This episode is also brought to you in part by mailtag.io, a Chrome browser extension for Gmail that allows you to track and schedule your emails. You’ll receive real-time alerts anyone opens an email or clicks a link.

The episode is also brought to you by prospect.io, a sales automation platform that allows you to send cold emails in a personalized manner. To find out more about how it can help you automate your sales process, go to prospect.io/tse. Your prospecting will never be the same.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

Audio provided by Free SFX and Bensound.

Tiffany Southerland, Customer Service, Sales Training, Coaching

TSE 1025: TSE Certified Sales Training Program: “Give Them Your All”

One of the best ways to show your appreciation for your customers and provide value to them is to give them your all.

Tiffany Southerland is a career confidence coach who works with both young, and experienced, professionals who are ready to make their career mark on the world and who want to increase their fulfillment in the work they do each day.

She helps individuals evolve, thrive, and perform to the best of their ability.

A business cannot exist without clients, so it is crucial to have a solid relationship with your buyers. Tiffany serves individuals one-on-one in a group setting and believes that, if they are not happy – if they have not improved or realized results – she has not done her job. It is, therefore, very important for the success of her business that she continually better herself in order to do better for her clients.

The goal is not to simply make more money but rather to help the clients. A salesperson who pushes her own agenda over the needs of her clients is likely to lose those clients.

The natural by-product of happy clients, however, is increased sales.

Tiffany recalls failing to launch a group program twice because she had locked herself into reaching a specific number.

She was focused on that target instead of the service she wanted to deliver. Once she removed the target and focused on the experiences, services, and opportunities she wanted to provide for her clients instead, she began to see results.

Her level of stress was replaced with positive energy. People began to react differently to her as a result and her new goal was reached.

Our unique gifts

Tiffany knew that she wanted to build her business for the sake of changing people’s lives and she wanted to leave a legacy. She had to realize and believe that she was capable of doing so. She needed to believe that she was uniquely gifted to provide her services in the way her clients wished to receive it.

Tiffany was serious about reaching her goal. She knew she was capable of making an impact in a way that only she was qualified to do.

Tiffany believes we are all uniquely gifted because our lives are all different. We came into our particular roles in a way that no one else did, even if we are doing the “same job.”

Once you internalize that concept and apply the difference to the way you do business, you begin to walk authentically and in your own unique voice.  Regardless of the metrics or the sales targets, if you can show up authentically, it becomes easier to do anything. You are no longer working to fit somebody else’s mode.

You will be perceived differently.

People can tell when you are trying to be something you are not.

If your product or service can meet the need, the entire perspective and experience for both the buyer and the seller shifts. Rather than ‘just selling,’ you are literally meeting a need.

Comparison is the thief of joy

It is easy to fall into the trap of comparing yourself to others in the same field and to doubt your ability to provide any unique service. Realize that you don’t have to reach a million people. Rather, you need to show up and impact just those people who need to hear your voice.

We live in a world now where some people have thousands of followers. But if you have 10 people behind you – who really believe in you – that is a foundation upon which you can build everything else.

Tiffany does not claim to be a celebrity by any stretch but she has a podcast audience that shares and believes in her. She, in turn, benefits when they share and connect her to others.

It is impossible to be grateful and to take advantage of what you have if you are too busy comparing your achievements to others.

Don’t worry about what other people have. Be appreciative of what you have. Have the right perspective and learn how to make the best from what you have been given.

When Tiffany embraced this change, she was able to launch her business successfully. She was free to focus on her clients as opposed to focusing on herself and the bottom line.

A call to serve

Tiffany strongly believes that, regardless of industry, we are called to serve first. Focusing on metrics, for example, serves no purpose other than to appeal to our vanity.

As soon as Tiffany changed her focus to the creation of a great product that would change the career trajectory of other women, she was able to truly connect with her clients.

It was no longer the work she did for herself; it was the work they would do together that made the business successful.

The feedback from her clients has been wonderful. They feel heard. They feel that they are getting so much more out of their experience with Tiffany than they expected.

For Tiffany, that is the only result she really needs. Her clients register to improve their interviewing skills, or resumes, but they leave knowing how to clearly articulate what it is they are really good at doing and what they want in their careers.

They are able to figure out, and seek out, the right opportunities with increased confidence. Tiffany says the change has been phenomenal and the impact extends well beyond career confidence.

The work self and the personal self will eventually collide so they have to be congruent. Don’t go to work as an employee. Go to work as the individual that you are. It will give you the clarity to determine what opportunities are for you, and which ones are not.

Have faith not only in the qualifications on your resume but in your ability to deliver. You have to believe in yourself.

Focus on service. Take the pressure off yourself by focusing on the people around you instead. Focus on the company you work for, your colleagues, and your clients. When the focus is on them, the pressure you used to place on yourself no longer exists.

“Give Them Your All” episode resources

Tiffany’s next ‘Elevate your Career Academy’ will launch in March. It is an 8-week faith-based, group career coaching program for women. Learn more about it and register at www.Howdoesshedoitpodcast.com or www.fourcornerscoach.com.

This episode is brought to you in part by our TSE Certified Sales Training Program, which teaches you to improve your sales skills, find more customers, build stronger value, and close more deals.

The next semester begins in March.

This episode is also brought to you in part by mailtag.io, a Chrome browser extension for Gmail that allows you to track and schedule your emails. It’s super easy, it’s helpful, and I recommend that you try it out.

You’ll receive real-time alerts anyone opens an email or clicks a link.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode, and share with your friends!

Donald Kelly, Client Success, Sales, Increase Sales

TSE 1022: The Redheaded Stepbrother of Sales…Client Success

Donald Kelly, Client Success, Sales, Increase SalesThe Red-headed Step Brother of Sales … Client Success; we don’t pay attention to it. But, we should.

There were times, growing up in Jamaica, when we would have issues with getting water into our house. The pressure wouldn’t be strong enough or a pipe would burst, and we would have to take buckets down to the community water source and haul them back home.

Imagine me, Little Donald, carrying a bucket of water a quarter mile each way …and I’m sure I filled that bucket to the very top.

Naturally, some will spill out as you walk along, but imagine my surprise to see the bucket only half-full when I got home … A small crack in the bucket caused me to lose most of it.

What incentive would I have to go back for more? I needed to fix that bucket.

Client success is the same way. Nobody pays attention to it but it is critical to the organization’s success.

Client Success

Client success is the function of a company responsible for maintaining the relationship between the client and you, the vendor. The goal of client success is very simple: to make sure your clients are as successful as possible. This, in turn, improves your relationship with the client and the lifetime value of that client.

It helps the organization in many ways. As with my bucket example, client success is the source that helps to make sure the holes in the bucket are sealed. We don’t lose water – we don’t lose customers. [02:17]

Compare the lifetime value of your client to my bucket of water. The last thing you want to do is lose your customers after working so hard to get them. It would be such a waste to work for a year and a half to land an amazing client only for them to move on after only a year.

Multiply that scenario across multiple clients and you’ll find yourself in a whole heap of trouble: you need to fix that bucket. You need to address client success. [03:26]

I read a statistic in an article published by the Precision Marketing Group which states that 86% of buyers will pay more for a product if they receive a better customer experience.

This may not occur immediately but imagine a client does come on board who has an opportunity to purchase more of the licenses, or services, that you offer.

Let’s use furniture sales as an example. You sold a nice desk and chair to your client. In the future, what prevents him from going elsewhere if he needs another chair? [04:11]

Maintaining relationships

What if your client success team was able to actively work that account and learn the goals of the client? If you knew the client was planning to expand in six months, for example, would it not make sense for you to create an opportunity to help them reach that goal?

In some companies, sales takes care of this but it spreads the sales force thin. They are asked to find new people, build value, close deals, AND actively farm the account, fix problems, and keep the client happy.

You need new business to come in but you also need to maintain relationships with your current clients so they will return to you over and over again.

It is virtually impossible to do it all. Something has to give and, in all likelihood, new business will stop coming in. [04:58]

Again, 86% of buyers would pay more for a product or service if they receive a better customer experience.

Let’s say your product is at premium value and a buyer could go somewhere else next time to get it for less. If the buyer perceives a value in the sales experience he has with you, however, he will stay with you. [05:48]

Client Support

Client support, on the other hand, is basically a range of client services to assist clients in making cost effective and correct use of a product. This includes assisting in planning, training, troubleshooting, maintaining, updating, etc.

Using the office furniture example again, the client support team helps install and assemble the desk. The client success team does not.

In smaller organizations, however, sellers often do it all. Solving problems while also maintaining accounts can certainly be overwhelming. You can see how this could affect new net revenue. [06:32]

The emphasis on new business causes client support and client success to be pushed to the side: they become the red-headed step children of sales.

Customer experience

Another statistic from the Precision Marketing Group states that the companies who prioritize customer experience generate 60% higher profits.

Instead of hiring three new salespeople, would it not make more sense to hire two sales individuals and one client success individual instead? Hire a client success person to ensure that everyone brought on board by the sales team stays on board.

Instead of losing new clients each year, keep them for five or six years – even longer. Give them an amazing experience. Help them. Guide them and fix any problems they might have so they don’t feel neglected. [07:29]

It has been said that the client success team is just an appendage of customer support and it is not as important as sales. But we all know that it is much easier, and cheaper, to keep a client than to find a new one.

If you give your client a great experience, he will give to you in return with referrals and repeats sales.

The client success team can then create more opportunities for more sales.

The Pod Approach

A ‘pod’ is a term some companies are now using to refer to a three-system approach: one person from sales, one person from customer support, and a third person from client success working as a team. Together, they create a cohesive relationship that keeps new business coming in, solves issues, and works toward the success of the clients.

It makes a huge difference. [09:30]

Finally, I previously shared a story about my experience working for a software company where I didn’t really know what to do. I learned, however, from working with client success (known as customer support back then) the type of clients not to pursue, which helped me to recognize the type of clients I did want.

I was able to retain those types of clients, build stronger relationships with them, and close more deals.

Customer support helped the clients be successful. If they recognized a problem that I could fix for the client, they would bring me in. It worked amazingly.

I suggest considering such a system in your organization. If you already have one in place, be sure to evaluate its effectiveness. What is the lifetime value of a client right now? How much money can you expect from that client? Is there a process for upselling or cross-selling? [10:07]

Don’t waste your time and energy on a client only to have him fall through the cracks.

Don’t go home with a half-empty bucket.

Episode Resources for ‘The Red-headed Step Brother of Sales … Client Success”

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode. Share it with your friends who would benefit from learning more.

This episode is brought to you in part by prospect.io, a powerful sales automation platform that allows you to build highly personalized, cold email campaigns. To learn more, go to prospect.io/tse. It will help you with your outbound to expand your outreach. It allows you to set it and forget it. Your prospecting will never ever be the same.

Prospect.io is offering three months at half-price.

Previously known as TSE Hustler’s League, our TSE Certified Sales Program offers modules that you can engage on your own schedule as well as opportunities to engage with other sellers in other industries.

This episode is brought to you in part by mailtag.io, a Chrome browser extension for Gmail that allows you to track and schedule your emails. It’s super easy, it’s helpful, and I recommend that you try it out. You’ll receive real-time alerts anyone opens an email or clicks a link.

Mailtag.io will give you half-off your subscription for life when you use the Promo Code: Donald at check out.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

Audio provided by Free SFX and Bensound.

 

 

 

Be Human, Erick Hart, Sales Podcast, Donald Kelly

TSE 959: Sales From The Street: “Be Human”

Erik Hart, Sales From The Street

For this episode of The Sales Evangelist, I talked with Erik Hart, a Sales Manager for an Internet company, to discuss how he is able to help his team achieve not only sales results and, perhaps more importantly, person-to-person results by learning to be human.

The Numbers Game

Often times, especially with sales, it becomes such a numbers game that the person-to-person experience is lost. The human connection is lost.

We find ourselves churning through conversations and deals with a laser focus on strategy and metrics and we lose context.

Erik, for example, had a rep on his sales team with a great understanding of how to guide his clients through the various buying stages but it became such an exercise in ‘checking the boxes’ day after day that the rep felt totally defeated, unproductive and he failed to generate revenue.

Recalculate

Erik asked the rep to take a step back and to really think about: What kind of story did he want to be part of? What kind of difference did he want to make?

In doing so, the rep realized not only where he wanted to go but how he could get himself there, without just running on autopilot.

Simply put: Let things be a little messy!

The sales rep had organized himself into a rut by creating a very specific process when interacting with leads and clients.

The response to a potentially lower quality lead, for example,
was three phone calls and one email while a high-value lead would have other very specific tasks tied to it.

Eventually, the tasks became more important than actually having the conversations with the clients. He found himself speaking with clients but thinking about the next task – the next box to check – instead of making a human connection.

He was reading the script instead of being present in the moment; acting like a robot instead of really digging into the needs of the client. He failed to see them as people – and they could hear that in his voice.

The New Bottom Line

Taking a step back and re-evaluating his goals worked.

Overall improvement became evident in just three months; not only in sales but with increased engagement with the customers and improved morale.

The sales reps are proud of what they do again. The sales are great, but the intangibles are sometimes even better.

We all have our imperfections and personal baggage and business operations to deal with and they have the potential to become real struggles.

There is a futility to the task of trying to attach the minutia without really understanding the context.

Instead, think about what you want the conversation to be. What’s your story? Where do you want to be? What kind of world do you want to live in?

Let those answers be your guide. Let that help you reach your goals.

It can become an incredibly powerful experience. The minutia will take care of itself.

“Be Human” episode resources

This episode is brought to you in part by prospect.io, a powerful sales automation platform that allows you to build highly personalized, cold email campaigns. To learn more, go to prospect.io/tse. It will help you with your outbound to expand your outreach and it allows you to set it and forget it. Your prospecting will never ever be the same.

We’ll use prospect.io in the upcoming semester of TSE Hustler’s League to focus on prospecting. We’ll give you insights and tools that will help you gain new customers. In addition, we’ll provide training and strategies that you can implement today to ensure constant flow in your pipeline.

Check out our new semester of The Sales Evangelist Hustler’s League. We’re taking applications for the semester beginning in January, and we can only take a limited number of people.

This episode is also brought to you in part by Maximizer CRM, personalized CRM that gives you the confidence to improve your business and increase profits. To get a demonstration of maximizer, go to the sales evangelists.com/maximizer.

Click on the link to get a free demo of what Maximizer CRM can do for you. It integrates your marketing campaign as well as your CRM, and it works whether you’re a small organization or a large one.

Leave us a review on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content, and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode.

Audio provided by Free SFX and Bensound.

Video Jungle, Arty Goldstein, Donald Kelly, Animus Studios

TSE 929: Sales From The Street: “How We Increase Sales By Helping Clients Tell THEIR Story”

Sales From The Street, The Sales Evangelist, Arty GoldWhen you tell stories, you capture the attention of the buyer and you build relationships. You also stand out from the competition, who isn’t using stories to grab the buyer’s attention. The key to marketing is helping clients tell their story.

On today’s episode of Sales From The Street, Arty Gold from Animus studios talks about the importance of story and tells how Animus Studios increase sales by helping clients tell their story.

Animus Studios is part of the Sales Podcast Network, and their podcast, Video Jungle, helps organizations learn to use video to impact their buyers. Arty calls himself a facilitator of ideas, and Animus studios is encouraging people to “find their fascinating.”

Consider the story

Arty doesn’t believe that the challenge today is a lack of video; he believes it’s a lack of compelling video. More than just point and press record, he believes the focus should be on really telling a story.

Consider what the story is and get to the heart of the matter.

Branded video associates your company, and your mission, to a story that makes people want to work with you and your company.

The big companies in the world had the advantage of launching at a different time when they were in control of their own destinies. They used to be able to just put a product in front of someone and people would buy it because it was the best.

Now there’s so much competition that companies have to understand who their audiences are.

Commercials don’t even necessarily have to show the product anymore. They can tell a great story with a logo at the end.

Representing yourself

Everyone is a salesperson. You sell yourself and you sell your company as part of the culture. You’re always representing something.

That’s salesmanship, but it can get lost in the translation a little bit because people always say they aren’t good at sales. If you have a job, you must have sold yourself well in order to get it. That doesn’t mean you did all the sales steps, but it means that you know how to sell yourself.

It’s not enough to be only a salesperson, because it’s not enough to simply sell a widget. People are drawn to the human factor and they want to work with people.

What you really want to do is build relationships because if you strip away all the product, you should always be able to go back to your network and connect with those people. If you change careers, for example, will those people go with you?

Helping others

Animus Studios isn’t selling a tangible item. They sell ideas.

It’s a challenge to show value when clients can’t see or touch what you’re selling, so the ideas and creative passion are what differentiate you from your competitors.

“Find your fascinating,” means that Animus gets to know the client first. They help clients find the story that they sometimes miss because they are so enveloped in their own marketing.

Making mistakes

People fear being the one who makes a mistake. They fear being demoted or losing a job.

Companies have been doing things the same way for years, so why change? They are often afraid of change, and they don’t understand that they can diversify and be flexible and try a variety of things.

It’s not about being afraid to try something new; it’s about being able to be flexible and test a new idea. If it doesn’t work, you can adjust quickly.

You have to report on yourself better than everyone else. We all report things the way we see them, but companies who learn to provide content to their customers are able to control their own stories.

Small changes

Companies can make small, even singular changes, that differentiate themselves from the competition. Sometimes they are simply afraid to do it.

That’s why “Find Your Fascinating” works: because it’s helping companies figure out what makes them different.

The industry will always be pushed by the written word because communication will always be important. But the way the world is going now, we have to be able to reach people quickly.

We can put a video together today and by tomorrow it can be seen all over the world. The younger sales generation has always had these tools and they can help them do their sales jobs better.

Don’t be afraid to be creative. It’s a differentiator.

Video has equalized people. If you’re the biggest jewelry company in the world, you’re facing the same challenges that the smallest companies are facing.

“Helping Clients Tell THEIR Story” episode resources

You can find Arty at the Video Jungle Podcast, where you can listen to episodes and see some of their links. Animus combines film and video and what it means to the marketing and salespeople in the world. Find Video Jungle on iTunes and Stitcher.

Check out the Video Jungle podcast, your source for marketing and selling your brand using video. Plan, create and share your way to better content and strategy. Video Jungle offers top-notch, state-of-the-art advice about video, which is a great way to offer relevant content on LinkedIn.

Email me for more information about our newly launched Sales Podcast Network, designed to provide specialized sales content for sellers of all levels and all industries. You can also email us about our new business development services.

This episode is also brought to you in part by prospect.io, a powerful sales automation platform that allows you to build highly personalized, cold email campaigns. To learn more, go to prospect.io/tse. It will help you with your outbound to expand your outreach. Your prospecting will never ever be the same.

This episode is also brought to you byMaximizer CRM. If you aren’t sure you have the right CRM, Maximizer CRM is a personalized CRM that gives you the confidence to improve your business and increase profits. Get rid of the boring CRMs and customize to your team’s selling abilities.

Click on the link to get a free demo of what Maximizer CRM can do for you. It integrates your marketing campaign as well as your CRM.

Leave us a review on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content, and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode.

Audio provided by Free SFX and Bensound.

Stop Selling and Start Leading, Best Sales Books, The Sales Evangelist, Donald Kelly

TSE 880: Stop Selling & Start Leading-“Two-Way Dialogue”


Stop Selling and Start Leading, Best Sales Books, The Sales Evangelist, Donald Kelly

Sometimes, the relationship between seller and customer goes bad. Small mistakes grow into tension and the relationship starts to sour. In this case, it doesn’t matter who’s right or wrong. You must be the leader who initiates a two-way dialogue.

This is the final episode of our three-part series about the book Stop Selling & Start Leading, and we talk about connections and two-way dialogue.

Our first episode on Monday was about building trust and innovating as sellers, and the second addressed innovative sellers and their role in successful sales processes.

Even if you don’t listen to them in chronological order, listen to all three episodes so you’ll have the tools to move into a role as a sales leader and business advisor.

Stay in touch.

You worked hard to bring that client on as a customer. You promised all kinds of things, but you disappeared after the handoff.

Even when everything is going well in the transaction, sellers will notice your disappearance.

Ideally, meaningful connections survive long beyond closing the deal if you foster the relationship, and there are countless ways to do it.

Send your customer a birthday card; stop in to see how he’s doing; call to check in; send a message on social media when you see something that makes you think of her.

Better yet, recognize when your client achieves excellence. Find out when people in the company get awards and acknowledge the effort.

If, for example, one of my previous clients learned of my intention to launch a new podcast and reached out to congratulate me for it, that would be meaningful to me. It represents their acknowledgment of my work, and I’d appreciate it.

Come together.

When relationships deteriorate, both sides lose money. When both sides come together to address the problem, solutions often emerge.

Stephen Covey, in his book The 7 Habits of Highly Effective People, teaches that you must first seek to understand others. Once you understand their point of view, you can explain your own.

Be transparent. Show respect. When someone makes a decision you don’t agree with, don’t play the victim.

Understand your customer’s strategic plan as well as the impact of your decisions on your customers.

Be open to your customers’ ideas and get rid of the “us and them” mentality. Ask yourself what you can do to help them, and be humble.

Keep working.

In some cases, your initial efforts at resolution may fail, and some people might be tempted to walk away from the relationship.

Address issues head-on, and act like a leader. Change your thinking from a belief that you’re simply a salesperson to a belief that you’re the CEO of your territory. Help the business grow by mending broken relationships.

From the book Stop Selling & Start Leading: How to Make Extraordinary Sales Happen:

“Extraordinary performance isn’t possible unless there’s a strong sense of shared creation and shared responsibility. Exemplary leaders make the commitment to foster collaboration by engaging in these essentials.”

Grab your free excerpt of the book here, and view the SlideShare that explains many of the leadership principles you need to stop being subservient to your customers. If you prefer, download the SlideShare so you can refer back to it.

“Two-way dialogue” episode resources

Check out the Video Jungle podcast, which teaches you how to utilize video to stand out from your competition. Plan, create and share your way to better content and strategy. You are a brand, and video can help you set yourself apart.

Our friends at Wiley have provided a free excerpt of the book Stop Selling & Start Leading. Based on research and interviews with buyers, the book provides a blueprint for sales professionals. Read an excerpt of the book here. Grab your copy of the SlideShare.

Leave us a review wherever you consume this content, and share it with someone else who might benefit from our message. If you haven’t already done so, subscribe so you won’t miss a single episode.

Audio provided by Free SFX and Bensound.

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