Ask for more business
After the initial order is placed, offer supplemental items for more revenue or ask for referrals, etc.
Ask these questions:
"Can I show you another program we're offering because it's a great deal too?"
"Can you think of anyone else I should contact?"
Your Competitive Advantage Selling Your Unique Attributes
What's your competitive advantage? You can turn those cold calls into warm calls by explaining to your prospect just what makes you unique, different and better than the competition!
The best way to explain a competitive advantage is by first talking about what it is not. "We give great customer service" is NOT aunique competitive advantage. Every company in the world makes this claim - whether it is true or not. This type of line is just a "throw-away." It doesn't set you apart from anyone.
Look at your company, it's products and services andfigure out what makes you truly special. Then sell those points whenyou are making a cold call. How can you save your prospect money,increase profit, add peace of mind, save time and create more valueoverall? For example, at (your company), one of our competitiveadvantages is that you will always be able to reach the president of the company.
In the sometimes disreputable industry we are apart of, clients are comforted to know that they can easily talk to 'where the buck stops'. Now that's unique!
Another advantage I like to mention is that at the end of the campaign your call list will be returned to you "qualified" with the information we have learned about your prospects. You list will now contain thedecision maker's name and a record of the conversation that tookplace to assist you in your future marketing or mailing efforts.
One of the best ways to come up with your competitive advantages is to think about how you've helped a particular industry, target thatgroup, and "speak their language." How can you add value specifically to that market segment?
Of course, you should mention your competitive advantages in your phone call, but don't forget to use them in your follow-up letters or emails also. After completing a phone call or in-person meeting, send an email recap to remind the prospect about exactly what was discussed in the phone call. Add a paragraph or two, or bullet points atthe bottom of the re-cap as a reminder of exactly what makes your company unique, different and the right choice for your prospect.
"Call me after the Holidays" is Here but Your Business Doesn't Stop!
Thanksgiving is early this year, extending the holiday season byabout a week. But just because business (decision-making) slowsfrom Thanksgiving to New Year's Day, doesn't mean that youshould stop marketing.
In fact, with the right attitude, you can use the month of Decemberto be ready to get back to work on Jan. 2, a time when many of your competitors are just starting to think about setting those sales calls.
It may seem that the most frequent words you'll hear on the phoneright now are, "Call me after the holidays." Don't let it frustrate you.Try this rebuttal: "My calendar fills up pretty quickly. Why don't we set a tentative appointment now for January? Do you have your calendar in front of you?"
Tentative is a great word, because it won't make your prospect feel asif they are making a hard and fast commitment. Always ask theprospect to take out their calendar. It makes it much more likely that they will agree to an appointment.
Remember, any appointment you make now will make it a little easierto get back into the swing of things in January when the holidays are over.
What's your competitive advantage? You can turn those cold calls into warm calls by explaining to your prospect just what makes you unique, different and better than the competition!
The best way to explain a competitive advantage is by first talking about what it is not. "We give great customer service" is NOT aunique competitive advantage. Every company in the world makes this claim - whether it is true or not. This type of line is just a "throw-away." It doesn't set you apart from anyone.
Look at your company, it's products and services andfigure out what makes you truly special. Then sell those points whenyou are making a cold call. How can you save your prospect money,increase profit, add peace of mind, save time and create more valueoverall? For example, at (your company), one of our competitiveadvantages is that you will always be able to reach the president of the company.
In the sometimes disreputable industry we are apart of, clients are comforted to know that they can easily talk to 'where the buck stops'. Now that's unique!
Another advantage I like to mention is that at the end of the campaign your call list will be returned to you "qualified" with the information we have learned about your prospects. You list will now contain thedecision maker's name and a record of the conversation that tookplace to assist you in your future marketing or mailing efforts.
One of the best ways to come up with your competitive advantages is to think about how you've helped a particular industry, target thatgroup, and "speak their language." How can you add value specifically to that market segment?
Of course, you should mention your competitive advantages in your phone call, but don't forget to use them in your follow-up letters or emails also. After completing a phone call or in-person meeting, send an email recap to remind the prospect about exactly what was discussed in the phone call. Add a paragraph or two, or bullet points atthe bottom of the re-cap as a reminder of exactly what makes your company unique, different and the right choice for your prospect.
"Call me after the Holidays" is Here but Your Business Doesn't Stop!
Thanksgiving is early this year, extending the holiday season byabout a week. But just because business (decision-making) slowsfrom Thanksgiving to New Year's Day, doesn't mean that youshould stop marketing.
In fact, with the right attitude, you can use the month of Decemberto be ready to get back to work on Jan. 2, a time when many of your competitors are just starting to think about setting those sales calls.
It may seem that the most frequent words you'll hear on the phoneright now are, "Call me after the holidays." Don't let it frustrate you.Try this rebuttal: "My calendar fills up pretty quickly. Why don't we set a tentative appointment now for January? Do you have your calendar in front of you?"
Tentative is a great word, because it won't make your prospect feel asif they are making a hard and fast commitment. Always ask theprospect to take out their calendar. It makes it much more likely that they will agree to an appointment.
Remember, any appointment you make now will make it a little easierto get back into the swing of things in January when the holidays are over.
1. Pick favorites
Personalize your product selection by picking favorites. Tell each seller to find one or two items that they like and then promote those enthusiastically.
"This gift wrap is my favorite."
Personalize your product selection by picking favorites. Tell each seller to find one or two items that they like and then promote those enthusiastically.
"This gift wrap is my favorite."
WHAT IS OUTSTANDING SERVICE?
To answer this question, we contacted their salespeople--more than 300 of them--and asked the following question: "What steps do you take to ensure that your clients receive outstanding service?"
Before reading any further, take a sheet of paper and list 10 ways in which you or your salespeople are servicing your accounts. Then, compare your answers to the following list.
1. Discuss job with client and gather specs.
2. Prepare and submit quote.
3. Pick up artwork.
4. Deliver proofs when necessary.
5. Make changes and corrections.
6. Keep client informed of job progress.
7. Attend for press proof.
8. Ensure timely delivery.
9. Follow up to ensure satisfaction and address any problems or concerns.
10. Keep track of client’s printing needs and advise them when it’s time to re-order.
To be blunt, if you scored anything less than 10/10, you don’t deserve the customers you have, and your clients know it. But even if you managed to get a perfect score, you’re still not serving your accounts. As a salesperson, it is your obligation to do anything and everything to ensure that the job gets to press and is delivered on time, and these top 10 responses adequately describe this responsibility. Doing what you must do, however, is not servicing your accounts--you are merely performing your duty. Service is what you do for your clients above and beyond duty.
To answer this question, we contacted their salespeople--more than 300 of them--and asked the following question: "What steps do you take to ensure that your clients receive outstanding service?"
Before reading any further, take a sheet of paper and list 10 ways in which you or your salespeople are servicing your accounts. Then, compare your answers to the following list.
1. Discuss job with client and gather specs.
2. Prepare and submit quote.
3. Pick up artwork.
4. Deliver proofs when necessary.
5. Make changes and corrections.
6. Keep client informed of job progress.
7. Attend for press proof.
8. Ensure timely delivery.
9. Follow up to ensure satisfaction and address any problems or concerns.
10. Keep track of client’s printing needs and advise them when it’s time to re-order.
To be blunt, if you scored anything less than 10/10, you don’t deserve the customers you have, and your clients know it. But even if you managed to get a perfect score, you’re still not serving your accounts. As a salesperson, it is your obligation to do anything and everything to ensure that the job gets to press and is delivered on time, and these top 10 responses adequately describe this responsibility. Doing what you must do, however, is not servicing your accounts--you are merely performing your duty. Service is what you do for your clients above and beyond duty.
Cardinal prospecting rule
In both of these examples, getting the appointment would have been easy had the salesperson not contributed to their own demise. They destroyed their chances of landing the appointment by breaking a cardinal prospecting rule: They told their prospect what they were selling.
The moment that you read the words "carpet cleaning" and "real estate," you, too, immediately stopped absorbing the presentation and began to prejudge the value of the call. So when you’re prospecting for new business, keep in mind that the person you’re talking to is going through this same mental evaluation process.
For example, if a receptionist answers the call and you say, "Good morning, it’s Peter from Lucky Print. How are you today? Could you please tell me who orders the printing for your company?" he or she will most likely respond, "Thank you for calling, but we’re not interested right now. We’re happy with our printer."
The receptionist knows to respond that way because she’s been listening for and has just heard the key words that allow the call to be screened. The moment that you said "printing," the sale was over!
Many receptionists have clear instructions to block salespeople, so it is crucial that your initial telephone presentation bypasses screening techniques.
The most important prospecting rule of all: When making a cold call, never tell the receptionist what you are selling. Instead, use one of the following techniques:
Don’t mention your company name. Instead, just ask for the person you want to speak to. "Good morning, could I please get the correct spelling of your marketing manager’s last name?
Use an acronym. Instead of saying, "It’s Peter from Lucky Print" use the first letters of the company name and say, "Good morning. It’s Peter from L&P."
Since the receptionist doesn’t hear the key words, he or she cannot screen your call. Although you may be asked probing questions, if the receptionist is busy, he or she is just as likely to answer your question and put your call through. By making this small but all-important change, you will dramatically increase the number of appointments you land, while making fewer cold calls.
In both of these examples, getting the appointment would have been easy had the salesperson not contributed to their own demise. They destroyed their chances of landing the appointment by breaking a cardinal prospecting rule: They told their prospect what they were selling.
The moment that you read the words "carpet cleaning" and "real estate," you, too, immediately stopped absorbing the presentation and began to prejudge the value of the call. So when you’re prospecting for new business, keep in mind that the person you’re talking to is going through this same mental evaluation process.
For example, if a receptionist answers the call and you say, "Good morning, it’s Peter from Lucky Print. How are you today? Could you please tell me who orders the printing for your company?" he or she will most likely respond, "Thank you for calling, but we’re not interested right now. We’re happy with our printer."
The receptionist knows to respond that way because she’s been listening for and has just heard the key words that allow the call to be screened. The moment that you said "printing," the sale was over!
Many receptionists have clear instructions to block salespeople, so it is crucial that your initial telephone presentation bypasses screening techniques.
The most important prospecting rule of all: When making a cold call, never tell the receptionist what you are selling. Instead, use one of the following techniques:
Don’t mention your company name. Instead, just ask for the person you want to speak to. "Good morning, could I please get the correct spelling of your marketing manager’s last name?
Use an acronym. Instead of saying, "It’s Peter from Lucky Print" use the first letters of the company name and say, "Good morning. It’s Peter from L&P."
Since the receptionist doesn’t hear the key words, he or she cannot screen your call. Although you may be asked probing questions, if the receptionist is busy, he or she is just as likely to answer your question and put your call through. By making this small but all-important change, you will dramatically increase the number of appointments you land, while making fewer cold calls.
ASTONISH CUSTOMERS
Providing outstanding service means nurturing your clients by consistently doing things that move the customer from mere satisfaction to astonishment. In other words, even though delivering a quality job on time may often require that your salespeople go out of their way, in most cases the client won’t acknowledge the salesperson’s extra efforts because they perceive these efforts as the salesperson’s duty. It is only when you go beyond the expected--when you astonish your clients--that you embark upon the realm of outstanding service.
Although most managers and salespeople truly believe they are providing their clients with outstanding service, our study shows that this is not the case. Seventy-four percent of the salespeople were merely doing their duty: whatever was necessary to get the job delivered on time. Nine percent did little or nothing after they landed the order, and only 17 percent actually provided their clients with outstanding service. In other words, most of us only think that we are servicing our accounts.
Providing outstanding service means nurturing your clients by consistently doing things that move the customer from mere satisfaction to astonishment. In other words, even though delivering a quality job on time may often require that your salespeople go out of their way, in most cases the client won’t acknowledge the salesperson’s extra efforts because they perceive these efforts as the salesperson’s duty. It is only when you go beyond the expected--when you astonish your clients--that you embark upon the realm of outstanding service.
Although most managers and salespeople truly believe they are providing their clients with outstanding service, our study shows that this is not the case. Seventy-four percent of the salespeople were merely doing their duty: whatever was necessary to get the job delivered on time. Nine percent did little or nothing after they landed the order, and only 17 percent actually provided their clients with outstanding service. In other words, most of us only think that we are servicing our accounts.
1. Sellers should state their personal goal out loud
By publicly stating what you'll accomplish to your peer group, you've reinforced the commitment. Who wants to say publicly that they'll fail to achieve?
By publicly stating what you'll accomplish to your peer group, you've reinforced the commitment. Who wants to say publicly that they'll fail to achieve?
Make a prospect list and work it
All sellers should make a list of prospective customers before they start. Review it and make sure they have at least ten good prospects.
All sellers should make a list of prospective customers before they start. Review it and make sure they have at least ten good prospects.
Art...a very good point! Might I add that not only is this important as one needs a starting off point and a game plan, but this has to be broken down into weekly and even a daily game plan. One of the things I always stressed with my salesmen was to sit down either Sunday night or early Monday morning and put together what they wanted to accomplish this week. Every evening to put together their next day. Never...never come into the office and not know what you're doing the minute your feet hit the floor the next day.
I know it's an old adage, but if you fail to plan then you plan to fail!
I know it's an old adage, but if you fail to plan then you plan to fail!
Rehearse the sales pitch
Have everyone practice your group's sales pitch at home. Fine tune your two-sentence value proposition and make sure that every seller uses it.
Have everyone practice your group's sales pitch at home. Fine tune your two-sentence value proposition and make sure that every seller uses it.
Smile and introduce yourself
Remind all your sellers to smile and introduce themselves before launching into their two-sentence pitch.
Remind all your sellers to smile and introduce themselves before launching into their two-sentence pitch.
Leverage the power of "because"
Use the word "because" when stating the group's goal and your first request for help. Why? Because it's an extremely potent trigger word.
"We need your help because our band needs new uniforms."
Use the word "because" when stating the group's goal and your first request for help. Why? Because it's an extremely potent trigger word.
"We need your help because our band needs new uniforms."
Always ask for the order
Always include a direct request for an order in your sales script after the because statement.
"Can you help us meet our goal?"
Always include a direct request for an order in your sales script after the because statement.
"Can you help us meet our goal?"
Research your target companies individually, discovering as much information as needed before your sales call
Find detailed people listings that include biographies (when available) and job titles
Read about a company's products and operations so you can tailor your sales pitch to show how your product can fit their needs
Access a database of over 23 million companies
Receive news updates via email about your prospect companies
Find detailed people listings that include biographies (when available) and job titles
Read about a company's products and operations so you can tailor your sales pitch to show how your product can fit their needs
Access a database of over 23 million companies
Receive news updates via email about your prospect companies
There are two words that are critical to use when responding to an objection.
And two words NOT to say.
What are these words?
Examples
When you hear the objection:
"We buy all of our imaging supplies from (your competitor), the XYZ Company."
Some may respond (and the natural inclination could be to say):
"Yes, but the XYZ Company doesn't stock Ricoh brand copier toner and we can supply you with Ricoh products."
Two words NOT to say: "Yes, but . . ."
Because it sounds argumentative.
And two words NOT to say.
What are these words?
Examples
When you hear the objection:
"We buy all of our imaging supplies from (your competitor), the XYZ Company."
Some may respond (and the natural inclination could be to say):
"Yes, but the XYZ Company doesn't stock Ricoh brand copier toner and we can supply you with Ricoh products."
Two words NOT to say: "Yes, but . . ."
Because it sounds argumentative.
I think they are talking about the "yes, but..."
Words Count
How quickly you capture a customer’s attention depends on how carefully you choose your words, according to Maura Schreier-Fleming, author of Real-World Selling for Out-of-this-World Results (First Books Library, 2002).
"If a customer has a concern, our job as salespeople is to listen, to acknowledge and to hear that concern. Using the word *but* negates everything you’ve said before it," warns Schreier-Fleming. "What your customer hears is the disagreement that precedes an argument."
How quickly you capture a customer’s attention depends on how carefully you choose your words, according to Maura Schreier-Fleming, author of Real-World Selling for Out-of-this-World Results (First Books Library, 2002).
"If a customer has a concern, our job as salespeople is to listen, to acknowledge and to hear that concern. Using the word *but* negates everything you’ve said before it," warns Schreier-Fleming. "What your customer hears is the disagreement that precedes an argument."
quote:Originally posted by Art Post:
There are two words that are critical to use when responding to an objection.
And two words NOT to say.
The two words NOT to say are "yes, but". The two words that ARE critical to say are not listed.
Unless this is some kind of riddle and "yes, but" is both of them, and I don't get it.
quote:Originally posted by JasonR:quote:Originally posted by Art Post:
There are two words that are critical to use when responding to an objection.
And two words NOT to say.
The two words NOT to say are "yes, but". The two words that ARE critical to say are not listed.
Unless this is some kind of riddle and "yes, but" is both of them, and I don't get it.
I just post it for all, I don't write, I do agree with the riffle though!