Most people -- especially women -- do a double-take the first time they hear the word "obviate." They think they're hearing this word instead. Obviate means "to anticipate and prevent." A simple form of obviation is looking outside your window, noting the gray skies (very common here in Erie), and grabbing an umbrella in case it rains. You don't have to wait to see rain drops to anticipate that you might get drenched today.
Obviating prevents any problem, even potential or small, from becoming a major issue. Salespeople need to obviate every situation, paying particular attention to historic failings. As the adage goes, history tends to repeat itself. The more you obviate, the more successful you will be. Obviating is a proactive approach that causes you to take action prior to the problem arising.
How To Obviate
This may be the shortest "how to" in world history. You need to skeptically look at your sales situation and think "What could go wrong and what can I do to prevent it?" Then take the appropriate action.
Here are a few examples of how a sales rep can obviate:
Example #1: A rep usually slumps after a good month or a good quarter. History proves that when they've had success, they get comfortable and slump for the next 30 days or so. The rep and their manager should anticipate this activity occurring and take steps to ensure the rep doesn't slump.
Example #2: A sales rep believes they have a customer sold but they don't have a signed contract. The rep and their manager should be skeptical and ask the question, "What else is the rep missing that could prevent the customer from buying?" Once this information is uncovered, the rep should take actions that will ensure the account closes.
Example #3: When things are perceived to be going well, people relax. If a sales rep is "rosy" (overly optimistic) or Living In The World of Comfort, the rep and their manager should be skeptical and ask, "What else should be done?" The rep and their manager should use Critical Thinking to develop a plan based on the answers to the question.
Guiding point: We humans generally aren't inclined to think about problems. You may be criticized for always being negative. In time, as you anticipate and solve your problems, your co-workers will realize the value and appreciate it.
The Erie Sales Club is a joint effort of three leading local businesses: Jameson Publishing, Marsha Marsh Real Estate Services, and VertMarkets.
Monday, June 27, 2011
Monday, June 20, 2011
Focus On Your Biggest Opportunities
I'm sure you, like almost every other sales rep and sales manager, has a long to-do list and not enough time to get to everything on it. But if you Focus On Your Biggest Opportunities, you'll put emphasis on tasks that have the maximum impact on generating the most sales. If you lack Focus On Your Biggest Opportunities, your sales will be stagnant and opportunities will regress into problems.
Any time a sales rep has a choice about what task to accomplish, they can choose among many categories:
* Tasks that are easy personally for the rep to accomplish
* Tasks that are easiest to complete (e.g. short, one-time jobs)
* Tasks that will make the rep look good
* Tasks that are most public
* Tasks that will have the largest impact on their sales and on their company
Unfortunately, we often choose a task that falls into one of the first four categories. The fifth choice is always the right one.
What Are Your Biggest Opportunities?
1. Give enough attention to your best customers. Humans are wired to need attention. Just because a customer has proven to be loyal to you and provides little maintenance, don't neglect them. If they go away, you'll be in a world of hurt. Plus they are the most likely people to buy more from you.
2. Don't focus on failures. Learn from failures, but don't dwell on them. Failure doesn't show you what excellence looks like. Focusing too much time on struggling accounts will leave a rep with little time to give attention to better customers or higher potential customers who may yield better long-term results.
3. At times, you will need to focus on problems. Sometimes the problems are your biggest opportunities (it just might not look that way on the surface). Sometimes the problems are issues that could cause major damage to the reputation of yourself and your company.
4. Take time for self-improvement. You won't get better standing still. Dedicate some time each week to further educate yourself on whatever sales skill or communication skill that will help you grow personally and professionally. This is probably a good opportunity for me to mention the Erie Sales Club free sales workshop on August 10th ...
The Erie Sales Club is a joint effort of three leading local businesses: Jameson Publishing, Marsha Marsh Real Estate Services, and VertMarkets.
Wednesday, June 15, 2011
Erie Sales Club Announces Aug. 10 Workshop
Free sales workshop features discussion titled “Voicemail: Avoiding the Black Holes”
The Erie Sales Club will host a free sales workshop on Wednesday, Aug. 10, from 6:00-7:30 PM at the Knowledge Center in Knowledge Park (near the Penn State-Behrend campus).
The Erie Sales Club will is holding 4 sales-focused workshops in 2011. The Aug. 10 get-together includes:
o A roundtable discussion on Voicemail Black Holes by Christie Mahany of Marsha Marsh Real Estate, Derek Van Slyke of Jameson Publishing, and Jay Fritzke of Employee Insights
o A Q&A session
o Breaking into small groups to discuss sales challenges
o Attendees take the stage for a 30-second commercial about their company
o Networking with other local sales professionals
o Free coffee and baked goods for all attendees
In addition to Sales Workshops, the Erie Sales Club offers other free resources:
• Website: The Erie Sales Club website (www.ErieSalesClub.com) offers regular advice on Sales and Sales Management.
• e-Newsletter: The Erie Sales Club produces a monthly newsletter filled with exclusive Sales Tips. To subscribe to the newsletter, send an email to Newsletter@ErieSalesClub.com.
About the Erie Sales Club
The Erie Sales Club is designed to be a free educational and networking resource for sales reps and sales managers in Northwestern PA. It’s created by Erie sales professionals for Erie sales professionals. Membership is free. To join, send an email to Newsletter@ErieSalesClub.com.
The Erie Sales Club is a joint effort of three leading local businesses: Jameson Publishing, Marsha Marsh Real Estate Services, and VertMarkets.
The Erie Sales Club will host a free sales workshop on Wednesday, Aug. 10, from 6:00-7:30 PM at the Knowledge Center in Knowledge Park (near the Penn State-Behrend campus).
The Erie Sales Club will is holding 4 sales-focused workshops in 2011. The Aug. 10 get-together includes:
o A roundtable discussion on Voicemail Black Holes by Christie Mahany of Marsha Marsh Real Estate, Derek Van Slyke of Jameson Publishing, and Jay Fritzke of Employee Insights
o A Q&A session
o Breaking into small groups to discuss sales challenges
o Attendees take the stage for a 30-second commercial about their company
o Networking with other local sales professionals
o Free coffee and baked goods for all attendees
In addition to Sales Workshops, the Erie Sales Club offers other free resources:
• Website: The Erie Sales Club website (www.ErieSalesClub.com) offers regular advice on Sales and Sales Management.
• e-Newsletter: The Erie Sales Club produces a monthly newsletter filled with exclusive Sales Tips. To subscribe to the newsletter, send an email to Newsletter@ErieSalesClub.com.
About the Erie Sales Club
The Erie Sales Club is designed to be a free educational and networking resource for sales reps and sales managers in Northwestern PA. It’s created by Erie sales professionals for Erie sales professionals. Membership is free. To join, send an email to Newsletter@ErieSalesClub.com.
The Erie Sales Club is a joint effort of three leading local businesses: Jameson Publishing, Marsha Marsh Real Estate Services, and VertMarkets.
Friday, June 10, 2011
How To Handle Customer Complaints
If you haven't experienced a customer complaint, you haven't been in sales very long. For those of us who have disappointed a customer, here's how to make things right.
Taking A Customer Complaint
1. Never argue with them. Encourage them to talk the entire problem out. Allow them to completely vent. Even if they become argumentative or caustic, don't argue with them.
2. Don't automatically admit fault. In many instances, it turns out to be the customer who was at fault (e.g. supplying you with incorrect directions).
3. Don't malign your coworkers or your suppliers. The customer doesn’t distinguish between them and you.
4. Show feeling, but stay objective. Caution: You will be caught off-guard when a customer calls to complain. It's easy to be sympathetic on the phone and believe that the fault is yours. Do not do this. There will be plenty of time to accept blame if it is yours to accept.
5. Don't attempt to solve the problem on this call. Tell them you will call them back within a stated period of time (certainly no longer than 5 business days) after you have done an exhaustive job of learning exactly why the problem occurred. The customer may attempt to discuss resolution for the error (e.g. “I want a $100 discount off my invoice.”). Try to understand their thinking behind why they want what they do, but promise nothing outside of calling them back within the stated period of time. Do not give them hope one way or another as to what the resolution will be. Assure them you are taking thorough notes and will research the problem and will get to the bottom of it.
After Taking The Complaint
1. Start your investigation immediately. This is a chance for you to turn a problem into a positive. If you resolve it quickly, the customer will in all likelihood be happy that you responded lightning-fast to their needs.
2. Communicate frequently. Make phone calls or send emails letting the customer know the progress you're making. (e.g. "I called our supplier just now and our Customer Service Rep is traveling but will be back in the office tomorrow. If she doesn't call me first thing, I have a note in my schedule to call her.") The key is to know your customer and get the appropriate emotional outcome. In rare instances, it will anger a customer to hear from you before you have discovered the cause. More often, they will feel taken care of by such calls.
3. If you conclude that your company was at fault -- even if the problem was only partially your company's fault -- determine how you will "make good" with your customer. You must know what the customer wants/values; there's nothing worse than offering a make good the customer doesn't value. That only exacerbates the problem. If you don't know what they want/value, plan a call to the customer to gain this information without misleading them into thinking they will get whatever they value as a make good. If they have this belief, they likely will ask for more than is necessary to make good for the problem. This call must be made ASAP to ensure quick resolution of the situation.
4. Inform and agree. The situation is not completely resolved until you inform the customer of the cause of the problem and have agreed with them (and your supplier if appropriate) on an appropriate make good if necessary.
It's important to act with urgency and meet or beat your stated deadlines for resolving customer complaints. The urgency you act with is one giant aspect of how the customer perceives what level of importance your place on the problem and hence on their business. When you receive a customer complaint, act as if they are your only customer and get the situation resolved as fast as possible.
When you learn of a mistake before a customer, it’s easy to get caught up in thinking that the customer may not discover the problem and to not take action on it. Avoid that "sweep it under the rug" mindset. Instead contact the customer before they have a chance to contact you. This technique always, always, always works out in the sales rep's favor. Usually the customer is thrilled with the rep's forthrightness. They are used to suppliers hiding from the problem, not attacking it.
The Erie Sales Club is a joint effort of three leading local businesses: Jameson Publishing, Marsha Marsh Real Estate Services, and VertMarkets.
Taking A Customer Complaint
1. Never argue with them. Encourage them to talk the entire problem out. Allow them to completely vent. Even if they become argumentative or caustic, don't argue with them.
2. Don't automatically admit fault. In many instances, it turns out to be the customer who was at fault (e.g. supplying you with incorrect directions).
3. Don't malign your coworkers or your suppliers. The customer doesn’t distinguish between them and you.
4. Show feeling, but stay objective. Caution: You will be caught off-guard when a customer calls to complain. It's easy to be sympathetic on the phone and believe that the fault is yours. Do not do this. There will be plenty of time to accept blame if it is yours to accept.
5. Don't attempt to solve the problem on this call. Tell them you will call them back within a stated period of time (certainly no longer than 5 business days) after you have done an exhaustive job of learning exactly why the problem occurred. The customer may attempt to discuss resolution for the error (e.g. “I want a $100 discount off my invoice.”). Try to understand their thinking behind why they want what they do, but promise nothing outside of calling them back within the stated period of time. Do not give them hope one way or another as to what the resolution will be. Assure them you are taking thorough notes and will research the problem and will get to the bottom of it.
After Taking The Complaint
1. Start your investigation immediately. This is a chance for you to turn a problem into a positive. If you resolve it quickly, the customer will in all likelihood be happy that you responded lightning-fast to their needs.
2. Communicate frequently. Make phone calls or send emails letting the customer know the progress you're making. (e.g. "I called our supplier just now and our Customer Service Rep is traveling but will be back in the office tomorrow. If she doesn't call me first thing, I have a note in my schedule to call her.") The key is to know your customer and get the appropriate emotional outcome. In rare instances, it will anger a customer to hear from you before you have discovered the cause. More often, they will feel taken care of by such calls.
3. If you conclude that your company was at fault -- even if the problem was only partially your company's fault -- determine how you will "make good" with your customer. You must know what the customer wants/values; there's nothing worse than offering a make good the customer doesn't value. That only exacerbates the problem. If you don't know what they want/value, plan a call to the customer to gain this information without misleading them into thinking they will get whatever they value as a make good. If they have this belief, they likely will ask for more than is necessary to make good for the problem. This call must be made ASAP to ensure quick resolution of the situation.
4. Inform and agree. The situation is not completely resolved until you inform the customer of the cause of the problem and have agreed with them (and your supplier if appropriate) on an appropriate make good if necessary.
It's important to act with urgency and meet or beat your stated deadlines for resolving customer complaints. The urgency you act with is one giant aspect of how the customer perceives what level of importance your place on the problem and hence on their business. When you receive a customer complaint, act as if they are your only customer and get the situation resolved as fast as possible.
When you learn of a mistake before a customer, it’s easy to get caught up in thinking that the customer may not discover the problem and to not take action on it. Avoid that "sweep it under the rug" mindset. Instead contact the customer before they have a chance to contact you. This technique always, always, always works out in the sales rep's favor. Usually the customer is thrilled with the rep's forthrightness. They are used to suppliers hiding from the problem, not attacking it.
The Erie Sales Club is a joint effort of three leading local businesses: Jameson Publishing, Marsha Marsh Real Estate Services, and VertMarkets.
Monday, June 6, 2011
Are You 'Deceiving' Your Way To Fewer Sales?
Debilitating Self-Deception is believing something about yourself or your situation that isn't true. The belief is based on feelings, not facts, and you'll find ways to justify your thinking. The danger of Debilitating Self-Deception in sales is that you will waste so much energy holding onto something that will never be true. For example, a sales rep is painfully long-winded, but they deceive themselves that it's not a problem. In fact, they believe people enjoy hearing their incessant stories. But in reality, prospects and customers don't make time to meet with the rep a second time to avoid his long talking. If the rep wasn't afflicted with Debilitating Self-Deception, he could work to overcome this shortcoming and make more sales.
Debilitating Self-Deception provides the rationale for why you shouldn't leave your comfort zone in spite of the rationale being false. People with Debilitating Self-Deception rarely leave their comfort zone. As a result, they rarely obtain personal growth.
How To Overcome Debilitating Self-Deception
1. Partner with your boss to have them honestly and bluntly point out to you where you can improve. If you don't have a manager, seek a partner/mentor who can counsel you. Ask them to hold up the mirror to you so you can recognize the behavior.
2. Usually, Debilitating Self-Deception can only be sustained if you live generally (vs. specifically). Debilitating Self-Deception is a result of not uncovering or choosing to ignore specific and sometimes brutal facts of a situation. Those who can dig into specifics and uncover the basic facts of a situation are appropriately armed to address a sales rep who struggles with Debilitating Self-Deception.
3. To overcome Debilitating Self-Deception, you need persistence. Overcoming your weaknesses isn't one-call business. You need to continue to face reality and push outside your comfort zone in order to to gain new skills and abilities.
If you push yourself to do the hard things that make you uncomfortable, you'll become the best sales rep you can possibly be. If you decide to never quit, you can do it! Hey, maybe this is a pick-me-up motivational sales story after all ...
The Erie Sales Club is a joint effort of four leading local businesses: Jameson Publishing, Marsha Marsh Real Estate Services, VertMarkets, and Howland Peterson Consulting.
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