sales tips & articles

Well the holidays are definitely over and everything is back in full swing, with most of the people I'm coming across brimming with positivity and confidence about the year ahead. As always at this time of year, it's important to re-evaluate your goals and what you want to achieve this year.

Remember, if "nothing changes, then nothing changes" so it's important to reflect on what worked last year, what didn't work and what you will do differently.

I am currently recommending to my clients that they do some analysis on their existing customers, what revenue they have brought in, what they have bought and what opportunity there is to cross sell and upsell.

Many people spend so much time and effort trying to generate new sales that if they simply focused on cross-selling or up-selling to existing customers, the same results can be achieved.

Besides, you can find new customers from referrals within your existing client base.

Here is a couple of quick tips to help you build your revenue in 2010.

1. Analyse your Customer spend

Analyse your customer database and find out what percentage of sales each customer contributed to the overall revenue. Classify your customers into A, B and C level depending on the spend, percentage or value to the business.

Dig deeper and list out what products or services they bought and what else they could get some value or benefit from.

2. Love your Customers

When was the last time you sat down in front of your customers and had a strategic business discussion regarding plans and goals? tMake appointments with all your A class customers and those B and C customers that are valuable to the business or have the potential to grow and ask them

- what does 2010 have in store for your business?
- what are the goals of the business this year?
- how can we make dealing with our business easier?
- is there anything else we can do for you?
- are you aware we also offer (insert new product/service)?

We often take it for granted that our customers know all about our business and the products and services we offer. Take the opportunity to inform them of your plans for the year and what products or services they aren't buying that you feel they could benefit from, and why.

3. Develop an Account Management Plan
Based on your A, B and C tiers develop a plan on how often each of tiers should get a visit from yourself or your salespeople. This will strengthen or improve the relationship and help to keep competitors at bay. The goal should be to have not just satisfied customers but LOYAL and satisfied customers. The frequency of visit depends on the type of business you have but as an example:

- A Class must be visited at least 4 times year
- B Class must be visited at least 2 times per year
- C Class must be visited at least once per year or at least proactively contacted by phone

4. Go back in time

Go back through your records and do a comparison of sales from 2008 to 2009 (calender or financial year, whichever is appropriate). Are there customers that have reduced their spending? Are there customers that stopped spending with you?

Just because they haven't bought from you last year, doesn't mean they don't need you this year. Pick up the phone, make an appointment and get back in contact with your old customers

5. Never underestimate face to face time

Although we live in a time of technology, where just about everything can be done without meeting face to face, never underestimate the value of sitting in front of people. It may seem like a time-consuming, costly exercise but I can just about guarantee that sales will be made (and quicker) when you sit in front of new and existing customers.

It might seem easier to email a proposal but how many times do you play phone tag, wait for them to cal you back and suddenly two weeks has gone by and your still waiting to talk to them? When you sit in front of someone and present your solution in person, you have their complete attention, you can answer any questions and determine their readiness to buy. It really does improve your conversions (quote to sale ratio) and speed up the sale.

Did you know that one of the biggest gripes against salespeople by decision makers is the lack of follow up?

Many people resist following up because they find it uncomfortable and don’t want to seem pushy or annoying and many people don’t follow up because they simply forget. This lack of follow-up presents a great opportunity for those who are organized and take the time to do it.

Follow-up is important because

• It lets people know you are interested and that you care
• It’s shows your level of commitment
• It keeps the relationship progressing
• It provides opportunities for new discussions and new ideas
• It reminds people you are out there and available
• It shortens the sales cycle
• It saves people time
• It leads to sales!

Some people walk a fine line between following up and being a pest so it’s important to know when enough is enough.

When cold calling, follow up can range from one to six months depending on the interest level, time of year and budgets (to name a few). Follow-up is not about pushing your products or services but rather developing a relationship and ‘earning the right’ to do business with people. When following up, don't simply call to "follow up”, add value in every call and think about what you want to say prior to picking up the phone. Is there something newsworthy that you can discuss that applies to them? Perhaps a success story with a client you've worked with? For example:

• "I was just thinking about our recent conversation and I have some new ideas that I'd like to share with you regarding how our [product/service] may actually complement and enhance what you're currently doing, especially when it comes to [state benefit/end result they could realize]."
• "I was thinking about another client who was in a similar situation as yours and thought that you might be interested in hearing about how we were able to eliminate the challenges they had, such as [state some problems your product/service could eliminate]."
• "We've made some interesting changes to our [product line/service/programs/packages] and thought of you and the results you were looking to achieve. There may be a great fit here worth exploring in more detail so that you can [state compelling benefit]."*

There are many, many examples of large sales being made after 6-12 months of calling just to get an appointment to discuss the opportunity, so don’t give up after the first call.

If people insist that they have no need for services and do not anticipate ever having a need, ask if they would like to be included on your mailing list so you can send them interesting information, tips (just like this one)and to keep them abreast of changes in your business or your industry.

If you need to follow-up after a client meeting, I find the best approach to take is to ask them when is the best time to call. This is particularly relevant if you need to follow-up a quote and you’re not sure when they will be making a decision. For example – Client “I need to look over your proposal and will give you a call once I’ve made a decision”. Sales rep “No problems, if I haven’t heard from you by Thursday (I usually wait 2-3 days) would you mind if I gave you a call?”

By taking this approach you are being told when to follow up and have been given permission to do so – it’s efficient, removes any discomfort of follow-up and it works.

Remember, follow-up takes organisation and good record keeping – not a good memory. There are a number of great contact management (or CRM) systems that will keep a record of all your interactions and allow you to enter follow-up calls or tasks. Many of these programs integrate with your Outlook calendar and your handheld so you can enter reminders in the office or out on the road. I use ACT by Sage to enter all my meetings, phone calls and reminders, which synchronises with my Blackberry. No matter where I am I always have access to my diary, my reminders and all my contacts. It’s fantastic when I need to follow someone up on a particular day that may have been weeks after the initial meeting.

So, impress your prospects and your clients and earn the right to do business with them; it highlights your commitment and your interest in having them as clients. You will be amazed at the results and just how much you stand out from the crowd.

This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach, Strategist and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


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* quotes were supplied by K. Rosen at allbusiness.com

Well it’s hard to believe but it’s only 6 weeks until Christmas and this time of year always brings with it challenges for both business owners and salespeople. As we approach the festive season and the business year draws to a close, many decision makers prefer to put off decisions and new business meetings until the New Year. This is both challenging and de-motivating for salespeople but also frustrating and stressful for business owners, who need to keep generating revenue.

To help overcome this, it’s important to keep prospects focused on the value and benefit their business (and they) will experience now, rather than later and to keep your language focused around their buying reasons. For example:

• How you are improving their current situation i.e. quicker sales, improved productivity, increased profit
• How much time or money you save them
• How it will solve a problem, challenge or frustration e.g. computers or network continually down, losing customers
• How you can fulfill a need or desire i.e. look great at the Christmas party, see your picture in the paper or achieve that goal

You might also like to:

• Mention success stories or outcomes that other customers have noticed
• Suggest they utilize the quiet holiday period to minimise disruption to the business
• Suggest finalising the paperwork now for delivery or installation in January

No matter whether it’s face to face or over the phone, when you communicate what’s in it for them, rather than what’s in it for you, it helps your prospects to make an informed decision on the priority and importance of the meeting or decision.

So unless your product or service is geared to retail, corporate gifts, entertainment or holiday and travel (and many more of course) where there are still new sales to be made next month, start getting busy with your marketing and prospecting and get in front of as many people as possible in the next couple of weeks.
Once we hit December the end of year is in sight and decision makers want to close off, not start new business discussions.

This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach, Strategist and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


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Looking at your business from a sales perspective and most importantly understanding your business from a client perspective, is one of the most important first steps in sales.

Most people hate being sold to but love the feeling of buying; so the clearer you can explain how your business helps and “what is in it for them” the easier it makes prospective customers to make a buying decision.

The consultative/problem solver approach qualifies and listens to the customer and helps them to buy what they need. The consultative approach focuses on the needs of the customer and how you improve or benefit them in some way.

Every potential prospect that you meet with has a different reason for meeting with you and may also have a range of reasons for using your products and services. These reasons are known as ‘buying reasons’ for the client and are related to what difference you can make.

You cannot see a prospect’s needs; they are inside the prospect and only they can tell you what they are. However, you can be reasonably sure they have a need when they use language like the following:

• I want
• I need
• I’d like to
• We are looking for
• We are interested in
• I wish
• I hope
• What matters is
• It’s important to
• We must

When you have an appointment it is important to listen for and recognise these needs. If you don’t, you risk making incorrect assumptions about what the prospect is looking for and waste time talking about things he or she isn’t interested in. It might sound obvious, but you need to get the prospect talking and you listening, rather than the other way around. I am constantly amazed at how many salespeople sit in front of someone for the first time and never shut up ! A simple measure of how good you are at this is to analyse your appointment; who talked the most?

Remember, if your product, service or business can't

• Improve a current situation
• Saved time or money
• Solve a problem, challenge or frustration, or
• Fulfila need or desire

Why would I want to buy it?

Think of a prospect you are dealing with at the moment, using the reasons above, why would they want to buy your services?

This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach, Strategist and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...

* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!

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For many people, just the thought of sales evokes terror and fear. Many business owners and salespeople that I have met and worked with have experienced some type of fear relating to sales or the sales process and typically, it’s a "fear of rejection".

When I started my sales career, I faced the similar fears but mine was around cold calling and the fear of rejection over the phone.

I would only cold call as an absolute last resort or when my Manager forced me to do it. Funnily enough, once I got through 2 or 3 calls I was on a roll and I would be successful in making appointments. The hardest thing for me was to just pick up the phone and start dialing the number. It didn’t take me long to realize that calls lead to appointments, appointments lead to quotes and quotes lead to sales. Over time, I got better and better and I knew how many calls I had to make to get appointments that would ultimately lead to sales. So my biggest fear became my biggest strength.

There are far too many people who are not achieving their sales targets, revenue growth or personal goals simply because they are allowing their fear to take over. When you learn to overcome this fear, back yourself and give it a go, you will be more successful. This success will inspire you to keep trying it again and again and again.

It’s also interesting to note that rarely, does the negative feeling or fear come true. For example, many people are afraid that if they ‘upsell’ or suggest accessories or add-on products (which is such a simple and effective way to increase sales) they may lose the sale. If it does, it would be extremely rare. The customer has already decided to purchase, so isn’t it simply good customer service to ensure they have everything they need?

Another fear that regularly pops up is asking questions. Just about everyone in sales knows that great questioning helps to overcome objections and progress the sale. However, many people don’t ask good, probing questions because they are afraid the prospect or customer might give them a negative answer or will feel like they are prying or being too pushy (when all you’re really doing is building a complete picture and understanding of their situation). It’s much better to know about these things during the sales process so you can do something about it, rather than finding out right at the end when it might be too late.

So what can you do to overcome your fear in sales? There is no magic answer or quick fix that will work for everyone but there is one thing that will absolutely make a difference.

Push your fears or concerns aside and just try

When you try, be realistic in your expectations as it may take you several attempts before you begin to get better.

Here are a couple of other suggestions that you might like to try:

1. Identify (and write down) the negative thoughts that come to mind when you have to do what you fear most.
2. Identify your underlying beliefs you have of yourself and the situation? For example, do you think you are bothering people and they will get annoyed when you call?
3. Write a positive belief that will empower you and to overcome it. For example: ‘What I have to sell is extremely valuable and can really make a difference to the business (staff/situation/life). This is a much better way of looking at it than believing you are annoying.
4. Ask a mentor, co-worker or friend to help you or role play with. Tell them what message you want to get across or how you want to sound and see what feedback or advice they can give.
5. Never assume that the outcome will be negative and it’s not worth asking or trying. If you don’t ask, you don’t get. For example, if a prospect is showing interest and giving buying signals simply ask the question “Would you to like me to arrange delivery for next week?” or “Would you be free on Wednesday to start”
6. Be realistic in your approach and understand that sales is a numbers game. Not everyone that you speak with or meet will have an immediate need for your product or service.
7. If you do encounter some negative comments, don’t’ take it personally, because it isn’t personal. It’s business.
8. Get inspired. It can be difficult to motivate yourself to do something that you are always putting off, so instead look for inspiration from those who have been through the same thing and overcome it. Ask them for advice and tips on how they overcame their fear and what success they got out of it. When you are inspired, you will be motivated to try.

There isn’t a person I know in sales or business that hasn’t experienced some type of fear they have had to overcome. So do as the author Susan Jeffers suggests and “feel the fear and do it anyway”

This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...

* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!

Enter your details at the top of the page or click here

Objections are simply reasons or concerns that a prospective client has as to why they won't make a decision when you want them to. You will hear statements such as:

• Sounds good, let me think about it
• It sounds great but not just yet
• We do this already
• We don’t get any complaints
• Our reps do that
• I’m really busy at the moment and just haven’t had a chance to look at it
• I need to speak to my partner before I can make a decision
• I’ll have a look at it and get back to you in a couple of weeks.

There are many reasons for objections and they are not always negative. Objections are a great indicator and qualifier as to whether you will get the sale - depending on how you handle them at the time. The best way to avoid objections is to ensure you ask the right questions in the first appointment that uncovers your prospect’s real need. This ensures that you are making the right recommendation and can talk about the related value and benefits this solution will address.

The more work you do up front understanding their needs and what they would like to achieve, the less you will have to deal with objections.

Firstly, hear them out don’t interrupt or try and answer their concerns before they have a chance to finish. When they have finished, acknowledge the concenrn by saying "I complete understand how you feel. Some of my best clients felt that way also" or “I completely understand how you feel, this is a big decision and it makes sense for you to think about this."

Secondly, you need to be sure that the objection they give you is 'really' the reason and if you provide a solution to that problem, they agree to buy from you (this way it's a win/win).

For example: “The Price is Too High”

“I understand you might feel that way. If you don't mind me asking, if price wasn't an issue or we can agree on a price that suits your budget, do you feel this is the right solution/product/service for you?  or  “if we can agree on price, is this something you could order today?”

Additionally, if they seem reluctant to move ahead, keep asking questions to find out why. You might say something like:

• “Is there something else we should talk about?”
• “Is there anything else I can do to help?
• “What needs to happen before you’ll be ready to make a decision?”
• “Can you tell me what your hesitation is?”
• “When do you think you will have a chance to look at it?”
• “If I don’t’ hear back from you by Friday, would you mind if I give you a call?
• “A couple of my clients thought the same thing, would you be interested in speaking to some of our clients to see what difference we are making to their business?

If the customer is willing to move forwards but at a slower pace, you can propose a lesser commitment than the one you originally asked for. Try to get the best commitment that customer is willing and able to make that day.

If you can’t get a customer to make a decision or commit to a next step, try to get a date by which a decision or commitment will be made.

Reminder:

The notes you made on the first appointment will be critical to the objection and closing process and I strongly recommend you have those on hand for each meeting with the prospect. These notes give you the ability to remind the client of the benefits they were looking for by implementing your product or service as well as other information such as problems and challenges that they were hoping to reduce or remove altogether.

This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...

* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!

Enter your details at the top of the page or click here

Networking has been good to me over the years. Apart from referrals, it has been the single most successful way of generating new business and building my professional network. It must be the salesperson in me, but there is nothing more rewarding than meeting and connecting with new people who end up as friends, associates or clients.

I just love the randomness of networking and the fact that you never know what fantastic people you will meet.

However, networking can be a very time consuming and very costly exercise if your not maximizing the opportunity you have in front of you. I often tell the staff of clients that networking is not about putting a beer or wine in your hand and talking to people. It’s about talking with a purpose and seeing what common interests or common ground you have.

As my good friend Maurice Gilet from BNI says ‘it’s called net-working for a reason – it’s not ’not-working’!

Here are some tips and information that you might find useful - so get out there networking !

Tip 1
When choosing an event think about what type of companies are likely to attend (large or small) and the position of the person that will attend. It is well known that Senior Managers of most medium to large companies won't engage in business networking (because they think they don’t have to) unless it is for a specific industry event or because the guest speaker and topic are of interest to them. Typically, they send their junior staff or sales staff but, don’t be put off by this because you can still get a lot of the information you need you just need to get them talking and ask some questions. For example:

1. What do you do?
2. How’s business?
3. Is it a large company? How many people do you employ?
4. Do you have more than one office?
5. What kind of clients do you deal with?
6. How do you find new clients (i.e. marketing, advertising or direct sales)
7. If I was to contact your company, who would be the best person to speak to regarding……

Tip 2
If you want to get the most out of any networking group, you will need to attend more than once so that people get used to seeing you and talking to you. When you have been about three times you should notice that people will start to recall your name and business name. Using the service of a new contact or sharing business referrals is based on trust and credibility and trust takes time to establish and build.

Tip 3
Have a goal for each event, i.e. two new contacts, one meeting, or two potential candidates. This way you can judge whether the event was worthwhile and whether it’s worth doing again.

Tip 4
If the thought of networking and walking into a room full of strangers is intimidating for you, ask a friend or colleague to join you. This way the event will be more enjoyable and you will always have a ‘safe haven’ for those times when you are on your own or looking for people to talk to. Just make sure that you don't just talk to each other!

Tip 5
Arrive early so you can look at the name tags on the registration desk and see what type of people will be attending. There may be someone attending from a prospective client; by standing near the desk you can save time searching for them by watching who picks up the nametag.

Tip 6
Stand near the registration desk when people are arriving; people may think you are part of the event and will feel more comfortable talking to you.

Tip 7
Most importantly, always remember to follow up the contacts you have met within 24 hours. A simple email to those who just briefly chatted with or a phone call suggesting a meeting to those who expressed an interest. If you don’t follow up the people that you have met, you are wasting the time and effort you put into going in the first place.

Don't forget that I also run a Networking Skills Workshop (in your office or mine) so if you or your team would like some personal attention, click here or call me on 0294376500


This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...

* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!

Enter your details at the top of the page or click here

If you are targetting a particular industry or business type, getting involved with the relevant Industry Association is a great way to make new contacts and gain credibility and exposure.

I have used these for years and it has been a great way for me to target an industry sector, get new appointments and generate sales. Quite a lot of the Association websites will list their members by location or profession. Additionally, I find this a better way of accessing corporate decision makers who will not normally attend general business networking events.

Many Industry Associations have seminars and events that are very well attended (particularly if there is a guest speaker or topic they want to learn about) and that will allow you to attend as a Visitor prior to paying any membership fees.

This is not just limited to Industry Associations, there are a number of International Business Councils (India-Australia, China-Australia) that hold events and provide access to key decision makers
 
This is a great website that lists just about every Association, Chamber of Commerce and Business Council in the country.

Government and Business Directory


This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...

* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!

Enter your details at the top of the page or click here

Following on from my article "Solving the Salesperson Puzzle", I thought I would look at some of the characteristics and attributes that high achieving salespeople tend to have over their mediocre and poorer peforming salespeople.

Many people believe great sales-people are born, not made but I disagree because sales is a process that can be taught to anyone and it is simply how the process is applied that separates good from great. Success in sales comes from skill development, attitude, confidence and behaviour.

Personally, I recommend you spend more time interviewing on attitude, behaviour and whether someone has an achievement mentality rather than focusing on skills.

The following list has been compiled based on my own sales experience, observations in dealing with hundreds of sales people and my what I have always known to be true.

• Believe you can
• Have a great attitude and great environment
• Surround yourself with successful, like minded people
• Continue to learn and grow, learn something new every day
• Plan for the day
• Become known as an expert who has valuable knowledge and is willing to help
• Have the answers your customers and prospects need, before they ask
• Recognise and act on opportunities
• Take responsibility for your actions
• Stop talking, start doing. Take Action !
• Make mistakes
• Be willing to take risks
• Stay focused on your dreams and goals
• Ensure you have balance in your life
• Be persistent, don’t give up
• Have a positive attitude, every day
• Avoid negativity and negative people

How do you or your staff compare to this list?

Do you agree with what I have listed, disagree or have I missed some things? I would love to get your feedback.

This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...

* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!

Enter your details at the top of the page or click here

Many people in business and in sales find discussing price very confronting and very uncomfortable, yet it' one of the most important aspects of the sales process and can be a significant indicator as to whether you will be successful in winning the business. Whether you prepare a written proposal or a simple one page quotation, whatever you do, don't try and avoid discussing the number that is on the page or skip over it onto something else. It's is one of the most significant factors that influences the buying decision and you want to make sure that your prospective client understands what tangible and intangible benefits they are getting for their money.

I have compiled a list of tips that will help you win more sales and to win them quicker but also to help reduce any anxiety or discomfort when talking about price.

1. Avoid nasty, uncomfortable surprises when the price is discussed or when you ask for the business. Before you start discussing the proposal, ask if anything has changed since your last meeting.
2. Insert a “Current Situation” or “Executive Summary” to the beginning of your proposal. A short summary of the first meeting to demonstrate your understanding of the business and what they would like to achieve
3. Where possible, present your pricing in person rather than sending via email. It may seem like a waste of time but it gives you the ability to read an immediate reaction to your proposal and your price. It also saves you the time and hassle of having to phone them later and ask if they would like to proceed.
4. Take a copy for each person in the meeting, however, have ONE copy that is not stapled or bound.
5. Present one page at a time to the person or the group, taking the time to reinforce the key points in each section. This allows you to talk about the value you can offer and the benefits of dealing with your business, before it gets to price.
6. Close the sale. Don’t let the opportunity go by because you feel pushy or are worried they might say no. If you don’t ask, you don’t get. Besides, they might have been meaning to call you but have been caught up.
7. If you are uncomfortable asking for the sale, use an Assumptive Closing technique. For example: “to get started all we need to do is” or “if you could send over the files, I can go through them” or “I’m free on Wednesday, if that works for you”.
8. Read a book on Body language. Having the ability to read a person’s reaction through their body language is very useful when presenting pricing and negotiating. You can immediately see a positive or a negative reaction to the price.

This sales article was written by Karen Andrews, Director of Shine Sales Solutions, a Sydney based Sales Coach and Sales expert that works with businesses to increase their sales through strategy development, sales coaching and mentoring.


If you liked this article, subscribe to our monthly Sales Success ezine. You will learn...

* Easy ways to increase your sales and grow your business
* Simple strategies to sell yourself, even if your not in sales
* How to generate sales easier and quicker!

Enter your details at the top of the page or click here