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These words will get better results when responding to most objections:
"I understand."

These two words can make a huge difference in the way prospects respond to you.
"I understand. Some of my other customers used to buy their imaging supplies from XYZ and what they found was, XYZ didn’t stock Ricoh Brand toner. We stock most Ricoh products on a regular basis here in our warehouse in addition to [insert another type of products you stock]. Do you need any Ricoh toner today?"
NOTE: In order to be able to respond this way, you must know what your competitors sell and what they do not sell.

"I understand" is a non-threatening cushion statement and will work extremely well as your first two words when responding to most objections. It lets the prospect know you don’t intend to argue.
Calming Irate Customers

A customer service representative in Dallas, Texas uses two different words when a customer calls with a complaint: Thank you.

"Thank you for calling to let us know about this."

Why should you THANK a customer for complaining?

Because if s/he didn’t come to you with the problem, s/he might take it to one of your competitors.
Time Management Tools. Although there is no magic solution for time management that fits everyone, you must make a decision to take control of your life and implement a system. It's okay to adapt and modify whichever system you choose but you must make a decision to begin your time management system TODAY.
How to Pitch Your Prospects

Here's the secret. The way to close the sale is to avoid pitching your prospect. That's right; don't try to prove to them you're the perfect solution. That's the wrong strategy and is a waste of time.

The best way to "sell" your prospects is by getting your prospect to do the work for you.
Get them to tell you three things:

1. What they are trying to achieve
2. What they want
3. How your products or services can help them
"Out of sight out of mind."

Has anyone ever promised you that when the time came they needed your product or service they would surely call you, only to find through a follow up call one week later that they just purchased your product/service from someone else?
"It slipped my mind."
"I forgot to call you."
"Sorry, but next time I'll remember."
There is a way to professionally and easily keep your name and valuable services in front of your clients and prospective clients.
It's called an email autoresponder system.
Utilizing this technology, you can input your client or prospect into an autoresponder series that will automatically send them e-mails at specified intervals...pre-written by you.

This process decreases the 'out of site, out of mind syndrome' and at the same time builds your value and professionalism to long as your emails are valuable and not just 'e-junk mail.

The best part of these is that they are automated and hands free. The system takes care of all the deliveries and it frees up your time to work in other revenue producing activities.

As an example:
This website comes standard with an autoresponder email management system, and is what I use for my 7 installment FREE Newsletter.
Automatically when people fill in their e-mail address and 1st name, this system sends them an e-mail with the 1st Installment and at the same time requires the user to confirm it was them who submitted their information. This is called a double opt-in procedure and is smart in today's 'anti-spam' scenario.
Remember, this is all hands free and involves no interaction on my part...besides the initial set up.

I have used each of these services and my suggestion to you would be to find the one that fit's you, your budget and your email marketing goals best and begin utilizing it as soon as possible to help you become a sales champion.
Are you truly happy?

Do you even know what it means to be happy and what it takes to achieve happiness? These are important questions for anyone who is seeking happiness to ask themselves.

I live my life to maintain my own happiness while trying my best to not cause unhappiness to anyone else. If you want to be happy you need to understand that you can be happy and that you should be happy. Many people make the mistake of believing that they don’t deserve happiness and accept their unhappy state as their destiny. The truth of the matter is that happiness, like anything else in life, needs to be nurtured. With this in mind, you customers can see if you are happy or unhappy at your job. If you are unhappy the negativity shows through and they wonder why? Is the product not good? Should they trust your company? If you are happy, the sales with come right along with it. They can see that you believe in your product and company, and so will the customers.

Email that I subscribe to
Understand what it is that will make you happy. Everyone has unique requirements for attaining happiness and what makes one person happy may be very different from what makes someone else happy. Revel in your individuality and do not worry about whether or not your desires are comparable to those of your peers.
Make a plan for attaining goals that you believe will make you happy. Your mood will very likely increase as your pursue your goal because you will feel better about yourself for going after something you value. And, you will begin to see more sales, which equal more $$$$$.
Surround yourself with happy people. It is easy to begin to think negatively when you are surrounded by people who think that way. Conversely, if you are around people who are happy their emotional state will be infectious. You are happy it will shine through, and your sales will show it as well.
Today is 20% of your sales week.

Two sales days are 10% of your month.

To have only two "slow days" each month is equivalent to having more than one full month of "slow days" each year.

sales point...

Every moment of every sales day matters. These are your "money hours." Hesitation for a "better sales day" of the week or a time when you're feeling more "up to the task" will have a long-term effect on your ultimate sales results (and discipline).

It's this serious. Every sales day is a sales day regardless of circumstances.

Once gone, it's gone forever.

Over the next few weeks, begin your quest for complete sales time discipline regardless of environment.regardless of circumstances. Put the "Do Not Disturb" button on your money hours and on your sales discipline.

Time management is simple. Do what it is you know must be done.

"Defer no time, delays have dangerous ends.
William Shakespeare (1564 - 1616)
English playwright & poet
Identify The Knowledge Gap.

That's the space between what people know and what they don't know. Instead of assuming what they know, start determining what they need/want to learn in order to fill in this gap and ensure clear communication. What may seem old or common to you is new to them. Use questions up front to uncover what's needed to fill in the gap.

Example: "Just so I don't sound repetitive, how familiar are you with-?" "Web Image Monitor can do this for your organization, this is why -------."

Make each prospect feel that they are truly being listened to and understood. Use a clarifier when responding to what you've heard during the conversation. Rephrase in your own words what they had said to ensure that you not only heard, but also understood them. Then, confirm the next course of action.

Examples: "What I'm hearing you say is..." "Tell me more about that." "What do you see as the next step?"
Just The Facts, Please

"I told a prospect that I'd follow up within a week. Two weeks later, I figured I missed my chance and they went with someone else." Sound familiar? Effective salespeople don't guess themselves into a sale. To ensure you're operating with the facts, ask yourself this, "Do I have evidence to support my assumption or how I'm feeling?" Enjoy the peace of mind that comes from gaining clarity rather than drowning in the stories that you believe are true.
What if you could actually be more successful without selling?
Until now, nearly everyone and everything that you've heard or read about marketing has been aimed at hiding your valuable money-making secret from you.
They've been demonstrating the worst possible way for you to get business -- and suggesting (or insisting) you follow their lead. They've told you to sell, sell, sell... advertise again and again... push hard... and then get up the next day and do it all over again!
Why? Because they didn't know any better. And they didn't know about your secret. But I do. It's so simple you may laugh and be skeptical when you find out what it is.
But I promise you, once you take five minutes to look at what I have to say, you will change your mind about sales and marketing forever... and see how you can easily beat the wrong headed "robo-marketers" of the world at their own game!
Here's the secret:
You'll get more business than you can possibly handle simply by being yourself. And there is an easy to learn method (I've used it myself.) that will allow you to thrive in business -- once you learn it. This "being yourself" method will make you want to throw out all the old methods --that don't work anyway-- permanently!

Happy Labor Day Weekend!!
Why "traditional" marketing doesn't work

Even though the field of advertising, promotion, and public relations has evolved, many businesses keep doing things the old way. They push their message upon their prospects with high frequency campaigns. While these attempts once worked well, their overuse in the markets has diminished the effect.

This technique is used to force customers to remember the product after hearing about it multiple times. This message "pushing" is now just pushing the customer away, alienating them into ignoring you and your product.

Right now, these companies are still using the old methods of advertising, leaving the door wide open for enormous opportunity.
It is important to understand that you deserve happiness. Those who believe that they are not worthy of happiness may subconsciously sabotage their efforts to achieve happiness. If necessary, tell yourself each day that you deserve to be happy and remind yourself what steps you will take to achieve the happiness you desire. Being happy, you can achieve alot more in life then you ever though. Even in sales, have a happy face, it helps to close business.
Tell, don't sell.

If you're like me, you don't want to be sold. You want to be informed and make your own decision. Guess what? Most people feel the same way.

When marketing your services, tell, don't sell. We all want to make intelligent decisions and you can make it easier for your customers to do that by informing them. The more knowledge the customer has about you and what you're doing, the more comfortable they will be working with you.

There's an old adage that says, "An educated consumer is your best customer." There is a reason for this... If you offer the best service and are the best choice, an informed prospect gets to make an intelligent buying decision. You don't need to sell, just tell.
Focus on the goal when cold calling.
Beginners tend to think that cold calling is about making the sale. It's not. It's about getting the chance to make the sale. Specifically, the purpose of a cold call is to set an appointment to make the pitch.

Save our Environment! Go GREEN!!
Research your markets and prospects.

You need to target your cold calling to the right audience. Use market research to focus on your target market. Then find out as much as you possibly can about the company or individual you're going to cold call in advance. This gives you the huge advantage of being able to talk about their business and their needs when you call them.
Prepare an opening statement for your cold call.

This lets you organize your thoughts before cold calling, and helps you avoid common mistakes in the cold call opening that would give the person you're calling the chance to terminate the conversation. For instance, you should never ask, "Is this a good time to talk?" or "How are you today?" Don't read your opening statement into the phone, but use it as a framework to get the conversation off to a good start.
Don’t try to sell the Operator: be polite yet respectfully persistent while finding who the right person to speak with is.
Get an internal transfer: the number will come through as an internal transfer and the person will pick up.
Offer to call back: ask when is convenient for them.
Random names: type in a couple of letters, wait for the system to come back; the system will supply other names and their extensions.
Department directories: listen for all menu choices as other departments provide additional points of entry -- perhaps they might need a solution from your company.
Best times to call: before or after their ‘gatekeeper’ arrives/leaves - execs will pick up their own phone after hours. Or try them on the hour in between meetings.
Make note of the time you were able to reach the person: typically you can reach them again at the same time.
Change the digits: people in the same department have similar extensions; change 1 or 2 of the digits and ask to be referred or for the correct extension.
Get the main number: use the Internet to find other numbers of points of entry.
Make an error in the extension: ‘I was trying to reach x, maybe you can help me, is Tina within eyesight?’ People like to help each other.
Listen to complete message for additional choices, names and numbers.
Build rapport more quickly by teaching yourself to regulate your voice to gently match theirs.
Practice: call yourself and leave a message. How do you sound? Practice until your voice sounds smooth and melodic. Remember people cannot see you they can only hear your voice.
Use your headset: open your mouth wide and carefully pronounce every word. Do not hold the phone on your shoulder as this tenses your throat and makes you talk from one side of your mouth.
Feedback, Feedback, Feedback.

How is it that some people get better prices for the same products? Feedback. The higher your feedback the better prices you will command. You have to be faithful in posting feedback and ask your customers to post feedback for you. If you don't ask, it won't happen.
Call at the right times.

Certain times of the day are more active than others. 6-8 AM, 11-Noon, 5-7 PM, 8-11 PM weekdays--EXCEPT FRIDAY EVENINGS, Saturday mornings and nights, Sunday Noon-10 PM are good times. 12pm-3pm weekdays are nearly dead. Telemarket at the right times of the day to get to the Decision Maker.

When planning your marketing, don't forget to double-back and "re-market" to the customers who have already purchased products.
For instance, at the end of the month, email all of the customers who placed orders with your company. In the email, thank them for their business and inquire if they were happy about what they purchased from your company. Also, ask them how they would rate your customer service. You will be amazed at the response.
Not only do you begin a dialogue with your customers, but you will obtain some valuable constructive comments about your products and services. Many customers will write with suggestions about how to improve existing products and with ideas on new products to consider. This is a goldmine of information.
Your email will also have a positive impact on your customer. He or she will be thrilled that you took the time to show your interest and appreciation. Think about it: It is indeed very rare when anyone takes the time to ask for your feedback and to pointedly say "thank you." In the era of the "big-box" stores that have taken over the retail landscape, a sincere "thank you" is almost non-existent.
For those customers who do respond, we send a final follow-up email thanking them for the feedback and requesting that they share your website address with family and friends. Most of them will respond that they will do so. Presto! You have a personal dialogue going with that customer.
Best of all, this only takes a matter of minutes and a little staff time. It costs next to nothing and yet the benefits are enormous.
Just a few words of advice about your email correspondence. Keep your messages brief and to the point -- write only a few short paragraphs.
Your writing style should be upbeat, but professional. Don't sprinkle your copy full of exclamation marks as this has a tendency to look phony! Rather, use strong transitions, dashes, interesting adjectives and crisp writing. Be sure to include all your contact information and a direct hot link to your site.
Consider a closing signature that includes all of the appropriate contact information, and a one-line company description. The idea is to make it as easy as possible for everyone. Following is a sample:
Candace Allen
Puppies and Dogs Galore
"Gifts and Information for Your Dogs and Puppies, Since 1997"
3467 Sherman Way, Calabasas CA 91276
Ask a friend or two to read your email correspondence to get their constructive advice.
Make sure that you proof your writing carefully as customers will be turned off by poor grammar or spelling errors. Also, keep track of your messages. If you don't, you may end up sending double emails and this will be annoying to the recipients.
Here is an idea about how to use the information that a customer sends you.
If a customer writes you a glowing review of your product and services, then you should consider asking the person if you could quote them on your website. You can create a "Customer Testimonials" page for all of this feedback. Just use first names and the customer location. For example:
"I've shopped at your site for years and love the personalized online service. When I have a question, your staff always contacts me promptly with an answer. Your products are the best and I always feel like a valued customer."
Fairview, Indiana
Wow, what a fantastic endorsement! This deserves to be featured on your site, so don't be shy about asking.

There is so much information that you can email, but the messages should be targeted to the right audience. Consequently, you will need to develop numerous email lists.
You will certainly have a "personal" email list with a mixture of family, friends, former co-workers, networking pals and social acquaintances. You can send these people newsy emails about your business.
For instance, if your local paper or a trade publication publishes a story about your company, it is the perfect opportunity for you to send an upbeat email to this personal list. Tell everyone briefly about the story, how the person could get a copy of the publication (or better yet, attach a copy) and what it means for your company.
Basically, this email is a chance to toot your own horn and remind everyone that you have a small business and need their support. Include all of your contact information as noted previously. The key is to keep the message informative and short.
At the end of your email include a closer paragraph that says something like, "You can help me spread the good news about my company by forwarding this email message to five or 10 people who would be interested in our puppy and dog product line. I'm sure that you know many people who are canine lovers. Please do this favor for me today."
You don't have to have a story published about you or your company to write this type of email. How about using a milestone as the subject matter -- perhaps you are celebrating your first year in business or the first half-year. Maybe you just made some significant changes to your website or will be showing your products at an expo, convention or show. Whatever the news, share it.
See what happens when you ask everyone you know to forward it to five or ten people (or more). You will soon get the power of email working for you.
Everyone is inundated with so much information each day that you must keep your emails short and to the point. Use humor whenever possible, but avoid going "over the top" or you will lose your audience. Write in an interesting, crisp and professional manner. Make sure that your email has a purpose and that you know what you would like in return from the recipients.
If someone asks to be removed from one of your email lists then do so quickly with no questions asked.

Your email marketing will work best if you have a written plan. This will force you to really think about your email goals and objectives, and the planning will show through to your customers and potential customers.

Have some fun and be creative about how to use email.

Talk to others who run their own businesses to see what has worked for them. Test the waters by writing a plan and then doing several emails to each of your email groups. Gauge reactions and make any changes that will help you be more effective. What are you waiting for....start writing those emails!
Ask Why?

People have all sorts of reasons for not buying or giving an objection, and you shouldn't take "no" personally. The more you can put your ego aside and gracefully accept the refusal, the more you learn from the experience. So, assume for the time being that you've been turned down and your business with this person is done. Make it clear that you've accepted the reply. If you're no longer trying to sell him, you and the buyer will be in a more neutral territory, and you'll have easier time getting information that will help you. Begin by saying that you appreciate the time he's given you and ask if he would be willing to take just a few more minutes to talk about why he isn't interested. Explain that the information will be helpful to you in your job and you'd be thankful for the feedback.
You might not get a straight answer initially, because people are often uncomfortable with having said no and want to get out of the situation as soon as possible. They're likely to offer a pat answer about price or prior loyalty, but if you probe a bit you might find your way to a more substantial reply
"They're likely to offer a pat answer about price or prior loyalty, but if you probe a bit you might find your way to a more substantial reply"
Art Post

You know Art, the answer, I think, is likely in the last sentence of your sales tip. Far too many reps don't "peel the onion". Pat questions that receive pat answers to put together a pat proposal.

Einstein once said that the definition of insanity...
doing the same thing over and over again and expecting different results.
And yet most reps do exactly that
Tips to Help Your Telemarketing Campaign

The first few seconds are crucial
Just like you would when writing a sales letter or press release, you should fill the first few seconds with as many key words and phrases as possible to gain an immediate interest from the customer.

You may only get a chance to get out two or three sentences before the customer stops you to say they have no interest, so make them count.

Don't assume they need something - this is very off putting. Instead, ask the question and explain how you can help.

However you start your telemarketing call, be sure that it will get their attention and interest as quickly as possible: letting the phone call drag is wasting their time and especially yours.
tell them who you are, what you do, give a value statement (WIIFM), ask for appt. and give them a way out if they don't want to take the next step.

Good morning Mr/Mrs/Ms CFO, my name is Neal Petermann and I specialize in working with Chief Financial Officers, helping them to evaluate and contain costs associated with the producing and managing of documents. I recently help Mr. CFO with XYZ and was able to help them reduce costs for producing documents by 35% while at the same time improving work flow productivity by 60%.
I'd like to meet with you, share with you some industry trends and talk to you more of how I believe I can help XYZ company achieve similar results. Ourinitial appt. will last only 30 minutes and if after that time you find enough value in what I've presented to take the next step, great! If not, that's fine too, we'll simply shake hands and perhaps partner inthe future.
I am currently setting my schedule for (2 weeks in advance) would this day and time be good for you?

my 2cents worth
Rules of thumb...sell nothing but the need for an appointment on a phone call or initial call.

Also never "sell" during your fact-finding for several reasons:
1.) The fact-finding process gets interrupted or stopped.
2.) You come across like a dog salivating over fresh meat.
3.) You tip your hand and lose some of the thunder you will get from your proposal.
4.) You inspire additional questions and thought processes that the prospect will then discuss with competitors.
5.) You may be "selling" based on the wrong conclusion. Try to resist making proposal decisions until the fact-finding is over and you have had a chance to think things through.
6.) Oftentimes, the perceived need is only a small part of a much larger problem that may only become clear (to you and the prospect) after complete fact-finding.
Don't Go Blank - Use Notes

Stick notes to your desk, phone or wall to help 'jog' your memory for persuasive words, phrases, discussion areas, etc. There is nothing worse than pausing to collect your thoughts and comments when trying to sell over the phone: be ready to reply to anything.
Avoid Insulting the Customer
Obvious, right? Well, people do it without even realizing by using comments like "did you understand that?" and "are you following what I'm saying?". This automatically shrinks the customers' intelligence and ability to catch on. It is down to your own ability to make the customer understand and therefore if you feel the customer is failing to do so, use comments such as "did I explain that clearly" and so on.
Avoid Insulting the Customer

Obvious, right? Well, people do it without even realizing by using comments like "did you understand that?" and "are you following what I'm saying?". This automatically shrinks the customers' intelligence and ability to catch on. It is down to your own ability to make the customer understand and therefore if you feel the customer is failing to do so, use comments such as "did I explain that clearly" and so on.

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