Tag Archives for " Customer Experience "

Pitch, Presentation,

TSE 1133: Changing Rules for Sales Tools


The sales landscape has changed as buyers have gained access to more information, and the result for sellers is changing rules for sales tools

Subhanjan Sarkar runs a company called Pitch Link, which helps companies solve the problem of being able to scale by finding good salespeople.  

Balance of power

David Cancel wrote a book called Conversational Marketing in which he suggests that the balance of power has shifted from supply to demand and from company to customer. Thirty years ago, selling centered around the ability to mass-produce products in factories. Walmart’s mantra at the time was “stack them high and sell them low.”

The system used to work with the information estimate tree that existed between suppliers and buyers, because the suppliers and makers always had more information available to them than the buyers did. The buyer never knew, prior to the Internet, that certain items were available from other sources for lower prices. 

Over the last 20 years, the buying and selling process has been disrupted. Most of us won’t say it out loud because so much of the information from the previous era becomes irrelevant. 

Old things

Subhanjan said that people often challenge him on this premise because they can point to places where the old way of doing things still works. Though it may still work, it is less effective. Email open rates, for example, have dropped from 40 percent to 2.8 percent. People aren’t taking calls from people they don’t know.  

The fundamental shift is this: traditional sales was based on the principle of interruption but buyers don’t want interruptions. This doesn’t mean that reps shouldn’t do their jobs anymore. It simply means that reps must change the way they do things. 

He points out that they are called salespeople for a reason. They aren’t called prospecting people or lead-generation people. But they are expected to fill up a CRM, to write emails, to prospect, and to make phone calls. 

Local connections

In traditional sales, people knew each other because they went to school together. They played football or baseball together and then they graduated and one became the manager of the local factory while the other became a salesman. They built trust over the course of 20 years. 

Now people trust brands rather than salespeople. They might eventually trust the salesperson over five to 10 years of working together, but initially, it’s the brand. 


As Subhanjan built the company, he understood the story behind the company’s development in great detail. He could explain why the company evolved the way it did because he was in the thick of it. Then, he hired a hot-shot sales guy who understood marketing automation and social selling, but his storytelling wasn’t as authentic. 

The company’s story wasn’t being delivered authentically, so the company discovered a need to standardize its narrative. The more tactical problem was that without face-to-face meetings, the sellers couldn’t make pitches. The presentations got postponed. 

Small organizations that only have three interested prospects will struggle if they aren’t able to meet with two of them for weeks or even months. That’s catastrophic. 

Finally, they discovered that even if they could meet someone within a prospective company, it was often difficult to schedule meetings with the decision-makers. 

How do we establish our product or service or value proposition? And how do we do it so that our prospect isn’t rushed? 

Creating experience

PitchLink worked to create an experience that was as close to face-to-face as possible without actually being face-to-face. It could never be exactly the same but they worked to create a system that allowed room for narratives and questions. They built a tool that allows users to link up any kind of file format like a playlist. 

So imagine how you would pitch to a prospect about your product. Just as you would start by greeting the prospect and thanking him for the time, you can record audio or video of the same personalized introduction. The moment the prospect clicks the link, he immediately sees the personalized greeting. 

Your pitch will include the pitch, the scenario, a demo, and a comparison with competitors. All the elements of a typical pitch can be packaged into a single product and sent as a link to your prospects. You can effectively do all the things you would do in person by way of this link. 


These packaged presentations free your prospects to consume your information when they have the time and mental capacity to do so. They’ll also be free to engage with specific parts of your presentation multiple times if necessary. 

Once they’ve done that, they can decide whether the product is right for them, and then invite others to view it. All invitees see the ame pitch on the same interface and they can ask questions within this interface. All users can see the questions asked and the answers that were given. 

Everyone is always on the same page. 

Clients are busy and focused on other things. The way we sold in the past won’t always work, so we have to evaluate new options and provide them in a way that’s best for the prospects. #SalesEvolution

Sales myths

The biggest myth perpetuated on us is that great sales guys close deals. Suhanjan believes that sales are closed by the buyer who finally signs the deal. He believes that sellers must respect that shift. 

The buyer is in control of the process, so we must rethink the way we talk about value transaction. Sales has evolved so much that perhaps we can’t even talk about sales anymore. 

“Changing Rules for Sales Tools” episode resources

You can connect with Subhanjan Sarkar on LinkedIn and at PitchLink, where you can also sign up for a free trial. Listeners of The Sales Evangelist podcast will get 120 days free instead of the 90 days that everyone else gets. 

If you haven’t connected with me on LinkedIn already, do that at Donald C. Kelly and watch the things I’m sharing there. I’m fairly easy to connect with. Just comment on something about my podcast. Send me an email.

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.

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. When you share your experiences with the show, others will read the reviews and give us a listen.

I truly appreciate you and appreciate your reviews and your subscription, and your willingness to tell your friends and anyone you know that’s in sales about the podcast.

Audio provided by Free SFX and Bensound.


Donald Kelly, Customer Experience, Sales, Donald Kelly

TSE 1027: 3 Simple Things You Can Do To Offer Exceptional Customer Experiences

Donald Kelly, Customer Experience, Sales, Donald KellyWhen you’re working to stand out from the pack, there are 3 simple things you can do to offer exceptional customer experiences.

In this day and age, it is easier now that ever before to stand out by offering a great experience because so many others, quite frankly, are not.

We can get almost anything we want quickly and easily. That focus on speed, however, eventually causes the quality of the customer experience to decline. Think about it. So many organizations focus on speed in order to beat their competition or to attain the numbers, that they neglect to put their customers first.

While it is certainly possible to have both, it takes effort.

The bar has been set low today. When we focus on the speed at which we deliver our product or service, or focus only on finding and getting new customers, we neglect the people we already have.  

The bucket analogy

We neglect the people we already have that are easier to sell to … the ones who can give us referrals … the ones we can upsell ….We neglect them and waste our time running back and forth, here and there, instead.

It is the bucket analogy all over again. We work hard to fill our buckets by bringing people in only to have them fall straight out the holes in the bottom. We need to be sure to plug those holes so that our hard work doesn’t drain away.

One of the things we can do to show love and care and respect to our current customers is to woo them, right from the start, with a great experience.

What happens too often is that we knock on doors, blast emails, and get their attention with great marketing messages. We sell them on a dream or a vision, and we deliver our product quickly.

But we neglect to consider our client’s experience.

Exceptional customer experiences

Your client’s name

Dale Carnegie once said that “a person’s name is to him/her, the sweetest and most important sound in any language.” It’s true.  We can be in a large crowd but if someone calls our name, we immediately turn around. We want to know who knows us.

Using your client’s name in conversations creates a more personalized experience. It is as simple as “What can I help you with today, Amanda?” I know for sure, that if you are going to call my company or connect with me, I will respond much better if you use my name.

Be sure to address your client the way he prefers to be addressed. For example, does he sign his emails as ‘Dave’ or ‘David’? If you aren’t sure, just ask. The simple task of asking about something that is important to him shows that you care.  

How your clients make money

If you plan to teach them how to save money, or how to bring in more money, you best know how they already do it.

This is why it is important to study how various industries work and operate. If your client is a nursing home, for example, a simple Google search can help you understand if the client makes more money via patient stays or from insurance payments or Medicare payments.

Having a basic understanding makes the conversation so much easier.

Personalized interactions

Send a thank you note at the very end of your conversation, even if it is the first meeting.

“Dave, it was amazing to connect with you last week” or “I look forward to talking to you again soon, Amanda.” It doesn’t have to be elaborate or lengthy. In fact, what you say in the note isn’t as important as the fact that you took the time to send one.

It is great to send an email as well, but a thank you note demonstrates a higher level of care. It gives an added touch.

Additionally, the thank you note will be delivered 3 or 4 days after your conversation. It serves as a nice reminder of the conversation, and it helps you stand out.

You can also personalize your presentations. Use your client’s logo and tagline in every presentation you make for them. It is another added touch that shows you care and that you are willing to take the extra step. It will help you stand out significantly over your competition.

If you can combine these 3 simple things that offer exceptional customer experience with the delivery of amazing speed, you are going to be totally fine. I’m sure of it.

“Exceptional Customer Experiences” episode resources

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.

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!

Audio provided by Free SFX and Bensound.

Alex Glenn, Donald Kelly, CRM, Best CRM, Sales Automation

TSE 979: Sales From The Street: New World for CRM and Mirroring Pipeline Stages

Alex Glenn, Donald Kelly, CRM, Best CRM, Sales AutomationSales constantly evolves. As technology and tools change, we have new processes and strategies available to us.

On today’s episode of The Sales Evangelist, we hear from Alex Glenn about the new world for CRM and mirroring pipeline and how it can help us be more effective in our sales processes.

Alex runs automateddata.af, a place where customers can grab working automations for their businesses. The platform crowdsources solutions and wraps them up into a usable format for those in sales, marketing, and customer success.

Developing CRM

CRM has seen a bit of a shift over the last few years. Instead of being software that costs thousands of dollars and requires a great deal of training, your CRM must be more agile now. [3:51]

CRM must work with your existing tools as well as the dashboards you regularly use for work. It must be easily accessible and easily connectable.

Most founders are also coming around to the idea that CRM should serve as all-in-one solutions.

It’s very convenient for people to access the information they need without having to lead the dashboard they already work in.

Best software possible

The first issue must be finding the best possible software for each process. [7:46]

You want to conduct outreach — either cold emailing, cold calling or LinkedIn prospecting. Then you want to manage that person or that prospect using CRM.

You’ll need post-conversion like signup, demos, and other options, and you’ll need nurturing touchpoints like email, and phone calls. Then you’ll need post-sale drips and one-to-one messaging.

The problem is that all of that can’t exist in one tool, but several tools are trying to accomplish all or 75 percent of it.

The “all-in-ones” represent themselves that way because they cover most of these activities, though many of the components will be somewhat bare bones. [9:20] There are issues with each of them that limit your capabilities.


Customers need to have timely messages that are appropriate for their specific situations. All-in-ones won’t ever be the best solution because they won’t be able to give you everything you need at every step.

Google Apps is global now, and many people in the tech and startup scenes are using it because there’s so much collaboration possible. [11:55]

But if your cold outreach system isn’t talking to your CRM and talking to your website, then you can cause a lot of confusion because you might be messaging someone in LinkedIn while you’re sending emails at the same time. It can make your efforts seem disorganized.

You need a tool that syncs your pipeline stages.

(Click here to access the video of Alex navigating some of these tools.) [17:47]


This capability allows small organizations to do really effective cold outreach. You may have gotten slapped for cold outreach before because you were sending too many emails or you got blacklisted. That doesn’t mean cold outreach doesn’t work.

That may result because you weren’t using the right platform or because your setup was wrong. The second possibility is that you weren’t doing it well. Perhaps you weren’t nurturing them effectively. [33:18]

If your pipeline stages aren’t in sync through the different outreach systems or the different tools that you’re using, you could create a poor customer experience.

Whether you use a system like this or an all-in-one system together with a cold outreach system, make sure your pipeline stages are clearly outlined.

Know what’s going on at each stage. Make sure each tool is being updated based upon where the customer is and how he interacted with your tools.

“New World for CRM and Mirroring Pipeline” episode resources

You can connect with Alex at automated.af and email him at team@automated.af. Automated hopes to build out so that it will offer something for everyone.

Check out the tools Alex mentioned in the episode:

  • persistiq.com for sales engagement with a clean interface
  • user.com for automation software to track customer engagement
  • useorca.com to find and engage new customers.

You can also view the screenshare here.

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.

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!

Audio provided by Free SFX and Bensound.

TSE 660: TSE Hustler’s League-“The Reverse”

This is episode is part two of the discussion we had last week on Episode 655 where we talked about how you can create an experience for your customers, specifically around the idea of asking powerful questions.

Last week, I discussed how to do the start stop question. This week, I’m going to teach you how The Reverse actually works and how you too can use this strategy to help you create more powerful experience for your customers.

The Reverse

This involves answering the question with a question.


Customer asks: “What kinds of features does your system have?”

Then you answer this with:

“Well, it depends. What kinds of features do you want to see? “

Take control of the meeting.

One common mistake I see from sellers when they encounter a question like this is they immediately jump out and use everything.

You have to take control of the meeting. Take control of the conversation.

You can give them some answers but you still have to make sure you’re in control. Otherwise, the buyers want to take you every which way and it’s not going to work.

When the Price Question Comes Up

When this question comes up in the very beginning, you know they’re just trying to fish you out. So try to turn the question to them.

Sample answer: How much do you print everyday? (If you’re selling copiers)

Slow down. Get composure. You don’t have to answer all the questions right away.

Situations where you can use The Reverse:

  • When people are trying to throw you off.
  • When people are trying to dominate the conversation.

Going Beyond Surface-Level Questions:

The reason for asking questions is for you to be able to dig deeper into the issues of your customers.

Surface-level questions will only give you surface-level answers. This does not bring enough value. Go deeper down into the process.

This allows you to share something that they may not have considered. Help them recognize a problem other companies might have which they may not have thought about and which poses them to think.

Episode Resources:

The Science of Selling by David Hoffeld

Join the TSE Hustler’s League.

Get a free audiobook download and a 30-day free trial at audibletrial.com/tse with over 180,000 titles to choose from for your iPhone, Android, Kindle or mp3 player.

What do you like about our podcast? Kindly leave us some rating and/or review on iTunes. This would mean so much to me.

Help us spread the word out by leaving us a rating or review on iTunes, Stitcher, or Google Play or whatever platform you’re using.


Donald Kelly, TSE Hustler's League, The Sales Evangelist

TSE 655: TSE Hustler’s League-“Create & Experience”

Donald Kelly, TSE Hustler's League, The Sales Evangelist

Today’s snippet taken from one of our sessions over at the TSE Hustler’s League is all about creating an experience early in the sales process for your customers.

Asking Hard Questions

You have to be willing to ask hard questions. These may not be the easiest questions to ask but once you do, they’d give you the respect and the time. They will recognize you and you will be seen as a valued professional. You will be seen as a consultant.

  • Write questions you can ask in each stage of the sales process.
  • The more meaningful questions you have, the easier for you to share the proper insights your buyers need.

Why Questions Are So Powerful

Studies on the election showed that the likelihood of someone voting increases by 25% if they’re asked the question.

We have been conditioned since we were kids to answer questions. It’s a wired behavior that if you’re asked to do something, it enhances the probability it will get done.

The Benefits of Asking Good Questions

  1. Meaningful conversations

It helps you tail your presentations and it shows you’re listening and being mindful of the buyer’s needs.

  1. Brain stimulation

Your brain and the buyer’s brain are wired to answer questions whenever asked. When the questions are meaningful, this stimulate our mind. Then you start to think. Studies also show they get excited when presented with meaningful questions.

Question Strategies You Can Incorporate into Your Sales Process

  1. The Start-Stop

Start to ask then stop to get clarification from them in the process.

  1. The Reverse

Redirect the person to where you want them to be by asking them a question in return. This helps you get back on track but be sure to make it sound natural.


Episode Resources:

The Science of Selling by David Hoffeld

Join the TSE Hustler’s League.

Get a free audiobook download and a 30-day free trial at audibletrial.com/tse with over 180,000 titles to choose from for your iPhone, Android, Kindle or mp3 player.

What do you like about our podcast? Kindly leave us some rating and/or review on iTunes. This would mean so much to me.

Jeffrey Shaw, Donald Kelly, The Sales Evangelist

TSE 623: Discovering What Makes You Different Which Makes You Marketable

We all hear about making yourself different to stand out from your competitors, but how do you really differentiate yourself without having to color your hair purple?

Our guest today is Jeffrey Shaw and he’s going to talk about how you can make yourself more marketable by discovering what makes you different.

A former photographer, Jeff is now a professional speaker, an author, a business coach, and a podcast host. This is Jeff’s second time on the show where previously, he talked about Selling the Intangible.

Here are the highlights of my conversation with Jeffrey:

Redefine Your Niche

Jeff believes in the diversified model. Instead, redefine your niche. It’s not the one thing that you do. It’s not the one thing you stand for. It’s not the one audience you serve. The new niche is the space you own. What are you the category king of?

How to find your new niche:

Figure out what makes you different. What makes you different makes you marketable. Every day we’re competing to rise above the noise. Really dig deep and figure out what really makes you different.

How to make yourself different:

  • What is your unique perspective? Perspective is as unique as your DNA.
  • The biggest mistake people make about storytelling is they allude to the story that they don’t tell their story.
  • Fully own who you are. When you let go of whatever it is you’re holding back or keeping and let that show up, that’s what makes you different.
  • What’s different about you makes you brandable. Brand that hard so that the world interprets it to just the right perspective that makes you rise above the rest.

Great insights into BRANDING:

  • Branding has been given a bad rap because of its so many different definitions.
  • The Pareto principle states that 80% of your income comes from 20% of your clients. It can also be said for productivity where 80% of your productivity comes from 20% of your efforts. However, it’s predicted that by 2030, 60% of the American economy will be driven by freelancers. And these folks can’t afford only 2 out of 10 clients to pay off. Therefore, you have to have the right clients.
  • The right way to get to your clients is through your branding. Your branding communicates to your customers when you’re not there. Your branding does the talking.
  • Branding is done well magnetizes and attracts the people you want and the people you don’t want don’t even know what you’re talking about. If your branding is so spot on, it should be unappealing to people you don’t want to work with.

Understanding your customer’s LINGO

  • Your branding has to be aligned to your right clients. Jeff’s upcoming book is called Lingo. Lingo is the evolution of buyer personas and avatars.
  • You need to understand how different audiences speak in their minds. If you want to reach them, you have to know what their perspective is.
  • It’s all about the experience. Be value-conscious, not money-conscious.

How to get ahead:

Embrace the idea that your business should not follow the 80/20 rule. Make 80% to 90% of your clients your ideal customer. This makes your business predictable because you know exactly the lingo of every person walking in your door. You know how to communicate with them. You get the best results with the least amount of effort.

The 3 I’s

  • Impressions
  • Involvement
  • Interactions

Look at these three I’s to give you a one-of-a-kind perspective about what you do.

Jeff’s Major Takeaway:

Get out of the mindset of selling and into the mindset of moving people. Sales is moving people from one place to another. It’s about moving them from indecision to decision. It’s about moving them emotionally. It’s about knowing and caring so deeply what’s best for people that you want to slowly bring them to where they could best be served. And you do because you’re committed to service and moving people.

Episode Resources:

Get The 12 Must-Have Mindsets for Uncommon Entrepreneurs on www.musthavemindsets.com

Listen to Jeff’s podcast, Creative Warriors

TSE 623: Interview with Jeffrey Shaw – Selling the Intangible

Think and Grow Rich by Napoleon Hill

Join the TSE Hustler’s League.

Get a free audiobook download and a 30-day free trial at audibletrial.com/tse with over 180,000 titles to choose from for your iPhone, Android, Kindle or mp3 player.

What do you like about our podcast? Kindly leave us some rating and/or review on iTunes. This would mean so much to me.