Category: Sales Coaching

B2B Cold Calling Made Easy

Marketing, Sales Coaching, Sales Management, Sales Training

 

Cold calling for Business-To-Business sales is one of the most misunderstood opportunities for salespeople. Quite often anymore it feels like a tool that no one even has, or if they do, they don’t know how to use it. Many salespeople like to think that emails were the long-awaited coffin nail for actually picking up the phone. So now a wave of passive-aggressive sales tactics has washed ashore mediocre salespeople to flop around on the beach. I say flopping around because email oftentimes is a choice of quantity over quality for cold calling as we flop our message around the internet. Don’t get me wrong, emails can be very effective and they certainly have their place in the sales process, but despite what your open rates tell you, you don’t really know what’s going on in terms of how your message is received. 

 

All that said, salespeople most often overcomplicate cold calling when using the telephone. This is because they either forgot or don’t know the primary purpose of a B2B cold call using the phone. Don’t believe me? Just ask your salesperson, what is the desired outcome of the initial phone call? It is not to sell something or even to discuss your product or service at length. In fact, it’s much easier and simpler than that. The goal is to get the meeting. That’s it. The more direct and purpose-driven you can be with that goal in mind, the more you will improve the results of your cold call. But let me give you a play-by-play of a simple and effective B2B cold call using your phone. There’s also a sample conversation as well.

 

    1. ‘Did I call you at a bad time?’ – This is by far the best opener you can use. The prospect will always say ‘yes’ (which you want them to get in the habit of doing) and will immediately follow that with, “what’s this about”. They just gave you permission to sell without being aware that they did so. You’re off to a good start.
    2. ‘I assumed this was a bad time to call’ – No need to apologize, but let them know that the only reason why you called was to schedule a meeting with them to discuss how your product or service may be beneficial to them. 
    3. Head for the goal – Remember, every part of this brief conversation has to be to get the meeting. You won’t have a lot of time, so don’t go into a deep dive about what you’re offering and why it is so great. 
    4. Keep it brief – As I said, you already know you called at a bad time, so don’t disrespect the prospect by using this opportunity as your meeting. Answer any questions she or he may have and keep the conversation focused on getting the meeting.
  • ‘Can you think of any reason not to meet with me?’ – This is the best way to get a commitment. If they offer an objection then be sure to work through the problem, but if they said ‘no’ to this question, then they just said ‘yes’ to a meeting. Schedule it.
  • Always ask twice – Don’t be discouraged if they decline the offer to meet the first time. Empathize with their objection and ask at least one more time. You’ll be surprised how many times a ‘no’ becomes a ‘yes’. Persistence is powerful. 

 

Here’s a sample of how the phone call should go for you:

Salesperson – ‘Hi (customer) my name is (name) from (company). Did I catch you at a bad time?’

 

Prospect – ‘Yes you did. What’s this about?’

 

Salesperson – ‘I figured this would be a bad time, but that’s why I wanted to give you a quick call. I have been helping companies like yours to (reduce costs, increase profits, find more customers, improve efficiencies, recruit new talent, etc.). I wanted to schedule a 15-minute meeting with you next week to learn more about you and share what we are doing for our clients. Could we schedule a meeting for next Tuesday at 2:00 PM?’

 

Prospect – ‘Tuesdays are never good for me. What do you mean that you can (reduce costs, increase profits, find more customers, improve efficiencies, recruit new talent, etc.)?

 

Salesperson – ‘Well, basically we (*use one or two sentences to describe what you do) but I would need a little more time to really explain how this would work for you. Would Wednesday be better for you?’ 

 

Prospect – ‘I’m not sure this is something I would be interested in.’

 

Salesperson – ‘You know, all my best clients said that to me when I first met them. Let’s have a 15-minute conversation next week and, after that, if you decide this isn’t for you, I’ll respect that. But I have a feeling that there is something valuable for you and, at the very least, you can learn some of the options that you have. Can you think of any reason not to meet with me next Wednesday?’

 

Prospect – ‘No. I am very busy, but we can talk for 15 minutes. Let’s set an appointment for 10:30 AM. 

How To Deliver Bad News To Your Customer

Customer Service, Sales Coaching, Sales Management, Sales Training

Salespeople hate to deliver bad news. I mean – really hate it. Of course, no one wants to be the bad guy when it comes to customers, but salespeople especially hate it. Why? Because much of their career is based upon being liked and it isn’t easy to get someone to like you when you tell them something they don’t want to hear. This is made all the worse when your commission check depends on what information you have to share with customers. We’ll do everything we can to sugarcoat the message, delay sharing the message, and add a little prayer in hopes that the bad news will disappear quietly. But there is some good news about delivering bad news.

 

We create moments of truth in a series of actions with our clients to create an overall customer experience. Truth is the operative word and it’s not that customers want the truth; they want their truth. It’s up to you to bridge this gap between the two and when you do it successfully, you can strengthen the customer’s loyalty. Some bad news can be a deal-breaker, but oftentimes you can recover from bad news if you deliver it properly. So the good news about the bad news is that once you master the art of delivering it, you develop the reputation of being honest and trustworthy and, given the overall experience, the customer is more likely to do business with you anyway after you get them through this moment of truth about the bad news. Here are the best ways to handle delivering bad news to your customers.

 

  • Do not be afraid – Your fear will trigger fear in your customer if you are not careful. Stay calm and be ready to approach the situation with truth, understanding, and a willingness to listen.
  • Do not delay – You don’t have to rush delivering bad news when you don’t have all of the information, but don’t delay sharing once you do. It appears dishonest to the customer.
  • Be truthful – Altering or misrepresenting information will always make matters worse. I can understand if there are details you want to omit, and sometimes that’s okay, but bad news served with lies is never a good idea.
  • Acknowledge the customer’s feelings – Customers are more likely to be responsive to bad information once they feel that they have been heard and understood. If it’s a big deal to them then it is a big deal to you.
  • Offer solutions – There are always options, even if they aren’t optimal in comparison to what the customer originally wanted or expected. Delivering bad news without a solution is like pushing the customer out into the cold. Show them that you are thinking and working on their behalf and you stand a much better chance of retaining their business. 

The Customer Is Really Mad! Now What? (The Intensity Reduction Method)

Customer Service, Sales Coaching

Today was supposed to be an easy day. You’re caught up on most of your work and if all goes well, you might even get to duck out of the office a little early. Then all of the sudden, you get a message from a customer that you weren’t expecting, and the clouds of despair roll in. She is mad. Maybe it was a missed delivery, deadline, a quality issue, or a surprise in her invoice, but whatever the case, this train is off the rails. How did this happen? Did you do something wrong? Did someone on your team drop the ball? Is this just all a big misunderstanding? Either way, the matter must be dealt with, and the sooner the better.

 

When your customer is this upset, it’s usually because one of their most important expectations has not been met, they feel like there has been a breach of trust or they feel like they don’t have the level of control they desire in the situation. Sometimes there is an element of all 3. They may not have come to you looking for a fight, but they are certainly prepared to do so if you don’t get control of the situation right away. Hopefully, you and your team don’t find yourselves in this situation too often, so memorizing the Intensity Reduction Method may not be practical, but it is good to keep a written copy nearby or even train the team on it every so often. Here is the best way to deescalate a situation when a customer is truly angry.

 

  1. Acknowledge the problem – Sounds simple enough, and this does not mean accepting blame. Listen to your customer without a sense of judgment until you get all of the facts. 
  2. Demonstrate that you understand the problem – The first step in calming a customer is letting them know that they have been heard. Repeat back the facts that they have shared from their perspective. This usually is not the time to bring up opposing facts and viewpoints. That will come later. Again, resist assigning blame unless the evidence is overwhelming. 
  3. Take ownership of the problem – Let the customer know that you will make the issue your priority to the best of your ability. After the customer feels like they have been heard, making them feel important is the next best step to calming their emotions. 
  4. Embrace the challenge – I know there are a million other things you’d rather be doing than handling this issue, but you have to work through the problem. This may require help from your team, but nothing wins an angry customer over quite like feeling that they have an advocate in you. 
  5. Focus on solutions – Avoid the blame game whenever possible unless gross negligence is indisputably evident. Sometimes customers create their own problems and deflect them onto your team. Energy is precious when you are conducting customer recovery. Use it as much as possible on the solution. There will be time to sort and address the blame later.

CHOPPED For Change: A Sales Culture Makeover

Business Analysis, Marketing, Posts, Sales Coaching, Sales Management, Strategy Planning

Do you know what you look like when you are stressed? We think we do, but other people can see stress on us better than we can see it on ourselves. In fact, for salespeople, we are doing our best to hide our stress, but our body language gives us away. Our jaws stay clenched. Our brow outlines the hint of a scowl. You look like you are ready to fall asleep or collapse under the weight of exhaustion. No fun. You want and need something to change. Wouldn’t it be nice to get one of those makeovers that you see on TV? I admit that I am not one to consult when it comes to your physical appearance, but you know what else looks stressed? Your sales culture.

 

It is hard to hide the symptoms of a stressed sales culture. New sales people last for 12 to 18 months at best. Few, if any, salespeople are reaching their goals. Phones get more attention than the agenda at the sales meetings. There is no sense of sales process. You’re losing customers. You’re not finding new customers. Your sales culture looks like it will collapse under the weight of its own exhaustion. Now, here is a makeover I can help you with. Things need to get better, and they can, but you will need a process to do this. You need to get CHOPPED for change. 

 

  • Communication – You need to start talking more with your salespeople and their customers. You want feedback that is honest and conversations that happen frequently. Be ready to listen and you will hear what you team and the culture needs.
  • Habits – Small habits compounded over time make big results. What small and achievable changes can you make with your team today that will start to turn things around? Celebrate victories? Run a better sales meeting? There is much to pick from.
  • Outcomes – What is it that you really want? It could be sales, higher employee retention, better processes or just better engagement. Stay focused on that goal and, if possible, focus on one or two goals at a time.
  • Process – Change, as a concept, is easy but the work is hard. You need to create a simple roadmap that you can follow toward your desired outcome in case you get lost along the way.
  • Patience – Good things take time. Stay the course. Change is not a pass/fail test and some days it is an endurance challenge.
  • Engagement – Be with your team during the change. Cultural changes are scary for sales people; even when they are good changes (they are a suspicious bunch). Don’t become an absentee leader during this critical time.
  • Desire – Make sure the change is something that create a mutual benefit and everyone will want. No one ever likes working in a negative sales environment, but if you tap into their desire, you have plenty of people helping you with this change.

When Clients Go Silent – The Capitulation Method

Uncategorized, Marketing, Posts, Sales Coaching, Strategy Planning

Is silence a surrender or a capitulation? It can be when you are dealing with a client who has suddenly gone quiet with their communication. Nothing makes a salesperson more paranoid than a client who suddenly goes silent and stops communicating. I’m not saying that you’re the jealous type, but when it comes to sales, you kind of are. You go crazy telling yourself all types of stories about why the customer isn’t calling you back. At least 95% of those stories are guaranteed to be totally wrong, but you’ll keep repeating those stories over and over until you find out what is really going on. After all, this customer has always great and responsive and it is quite unusual that she is not responding to my email and phone calls. Clearly, she must be getting a quote from your competitor and you are going to lose her business. Is that true?

 

Salespeople tell themselves some of the most awful stories when they don’t have all the information about the client and the sale. We are a worst-case scenario bunch as we try to figure out what went wrong before we even know if there is anything wrong at all. Before you let your mind go to all the wrong places, there is a simple and effective method that will get the information and communication flowing again; The Capitulation Method.

 

Before we talk about the Capitulation Method, let’s take a moment to explore possible reasons why a client can go silent. The most common reasons usually have to do with how busy or overwhelmed a client is at a particular moment. They don’t mean to ignore you, and may not even realize that they are doing so, but they likely don’t understand the importance of your outreach the same way that you do. Even unfortunate issues in their personal lives such as sickness, divorce, or even death will make your issue rather unimportant to them. Clients are almost never silent to be vindictive or to send you some kind of message. Most of the time it is not deliberate and they are not aware of their inaction. 

 

No matter what situation your client is dealing with, you still have your needs. You have to get that form signed or get an answer for one of their orders. Perhaps it’s time to renew an agreement and it is getting down to the wire. Before you use the Capitulation Method, you need to check your communication method. Salespeople love emails as a tool a little too much. If this has been your only form of outreach, it is possible that you have been contributing to the noise in a client’s already overloaded inbox. Pick up the phone. You will be surprised how, more often than not, this gets you unstuck in less than 5 minutes. If that still doesn’t garner a response, here is the Capitulation Method (in email form)

 

Subject Line: Customer, I will be stopping by your office Thursday at 10:00 AM

 

Dear Customer,

 

I hope you have received the previous messages I was sending you about the contract renewal. I will come to your office this Thursday at 10:00 AM with the final paperwork for you to sign. Unless I hear otherwise, I’ll assume this time works for you.

 

Sincerely, Salesperson

 

Suddenly the client has to respond to you because your communication just became a reality instead of an option. Silence is capitulation, meaning that they are agreeing to your request if they don’t respond. At first glance, you think this method is bold and makes you feel uncomfortable. It is bold, but what is more uncomfortable; being bold or not getting a response from your client for several weeks? One thing is for sure, this method will almost always get you unstuck and rather quickly. You can expect one of these outcomes and most of which will work in your favor.

 

  1. ‘That time doesn’t work’ – After the client read the subject line of your email, they suddenly realize that they have to respond. That response usually starts with an apology. “Sorry I haven’t gotten back to you. Thursdays are not good for me. Can you come by Friday morning?” This is the most common outcome of the Capitulation Method.
  2. *no response – You come by Thursday morning as you promised because you weren’t told otherwise. When you arrive, you finally get to speak to a real person (hopefully your client) and find out what is really going on. You may not be having the meeting you intended to have, but this should get things back on the right path because, at the very least, you’ll either find out what you needed to know or you can reschedule this meeting with your client face to face. 
  3. ‘The truth is’ – Perhaps there is a change in your relationship that the client finally has to come clean about. Maybe they are switching to the competition after all. At this point, they are forced to come clean about whatever information they are withholding. This is rarely the case, but if this happens, you now at least know what you’re dealing with and come up with a plan of how you will deal with it. 

 

The Capitulation Method can take on various forms. For example, your client’s office may be several hours away and a drop-in visit isn’t practical. Instead, you can send them a calendar invite for a video meeting and send some reminders up to the meeting. Be creative but be bold. Give your client the benefit of the doubt for sure, but don’t let them create a log jam in your process just because they are not being responsive. 

Am I a Bad Sales Manager?

Business Analysis, Posts, Sales Coaching, Sales Management, Strategy Planning

Nobody is perfect. You know this is true if you have ever had, or have been, a sales manager. We all make mistakes and I would believe that most of us want to do better overall. It is a wonder that there aren’t more self-help groups for managers in general; if there are any at all. So, are you a good manager or a bad manager? 

No one wants to be told that their breath stinks and I certainly don’t want to be the one that has to tell you that, but maybe I can politely offer you a stick of gum by calling your attention to some of the common mistakes many sales managers make. Here is a list of the top 10 sales management mistakes that you can easily focus on improving.

 

  1. Not running a good sales meeting – You have no written agenda, you don’t solve any problems and no one learns anything. Time to step it up a bit.
  2. Not maintaining the goals – Sales goals come too late, are ignored, changed or just aren’t being discussed.
  3. Not acknowledging successes and failures – No one is motivated or learns from experience because you don’t discuss what is or is not working.
  4. Withholding information – Your team doesn’t get reports and projections in a timely manner.
  5. Not establishing KPIs – Your team doesn’t really have a great sense of strategy because they don’t know or understand the key performance indicators that will make them successful.
  6. Not establishing a process – Salespeople are forced to make things up as they go along because you have not established best practices for your team.
  7. Not listening – You spend too much time talking to your salespeople because you are too excited to prove how much you know.
  8. Making friends instead of success – You are avoiding difficult conversations and allowing poor performers to continue doing so.
  9. Not spending enough time with each salesperson – You haven’t learned what each person needs, where they can be coached and how they can grow.
  10. Creating excessive pressure – You are over-stressing, possibly micromanaging, the team so that they can’t think straight. Be their partner, not their tyrannical overlord.

 

An Open Letter from an Aggressive Salesperson

Marketing, Sales Coaching

I recently had a response from a prospecting email that gave me pause. I had sent the prospect 2 emails in one week and they are sent 4 days apart. His response was, “Hey, you are being aggressive.” Really? I was amused because I thought this light touch email campaign was slightly passive. At the very least, I had caught his attention. Good, bad or otherwise, that’s the first step I always want. Let’s face it, prospects are your biggest critics because some people enjoy the power they think they have beating up on salespeople. But you and I know better. I did not respond to his email, but here is what I would have said if I thought persuading him was worth my while.

“Dear Prospect, thanks for taking the time to share your feedback. I can understand what I view as being determined can come across to you as being aggressive. I think it is important for you to understand why I am being aggressive.

  • I am determined to succeed.
  • I am determined to get the attention of my prospective buyers. 
  • I am determined to offer you something that I am certain will benefit you.
  • I am determined to not let sales objections like yours get in my way.
  • I am determined to find customers who were glad that I took the time to reach out to them.
  • I am determined to not be discouraged by rejections.
  • I am determined to make sure that, no matter what, I will never give up.
  • I am determined to silence the criticism. 
  • I am determined to do whatever it takes.
  • I am simply determined! 

 

Mister Prospect, it’s okay if what I am offering is not a good fit for you. Perhaps you meant your simple words to be insightful, and I suppose they were, but I think you would do well to notice the difference between being aggressive and being determined. After all, I bet you wish you had more determined sales people on your team like me and, if you did, you probably would respect my approach instead of criticizing it. Again I thank you for your feedback. It reinforces my desire to succeed. 

 

I share this with you because as a salesperson, you face more critics than anyone else in your company. Stay determined because what you are doing is not only correct, but also noble. I am not telling you to be aggressive, that’s a sin of a different sort, but don’t let others hold you back from your success.  Press ever forward mighty salesperson. You can do this.

Passing The Persistence Test

Marketing, Sales Coaching, Sales Management, Sales Training

Sales is not a quick path to riches for all of us, but it certainly can lead us there. Some people take to it like a duck to water while others seem to slowly trudge along. Are the successful ones just having a run of good luck or possess exceptional skills? Maybe, but there has to be more to it than that. It’s not so much a matter of what they have, but what is it that you are lacking? There is a very good chance that you don’t invest enough in persistence. Napoleon Hill once suggested something along the lines that great success is given to those who pass the persistence test. In other words, those who work through their fears and failures are eventually rewarded.

The persistence test, like so many other tests, is one that most of us want to skip. It is a difficult test because it requires both hard work and a willingness to make mistakes. If the definition of insanity is doing something over and over again with the same results, then ignorance means doing nothing at all. Persistence falls somewhere in the middle. It is your ability to achieve your goals by following your plans while overcoming obstacles. And there will be plenty of obstacles in sales. If you want to be successful then you must pass the persistence test. Here are 5 tips to help you with this test. 

  1. Have a goal – Simple enough, but have you really identified in great detail what your desired outcome is? It can’t be a vague vision of yourself sitting on a beach somewhere with bags of money. It needs a number and a timeline.
  2. Have a plan – You can’t apply persistence to an idea without a plan. It just doesn’t work that way. I understand that telling you that you need a plan isn’t anything new to you, but if you aren’t successful, then I suggest this is one of the places you look first.
  3. Avoid shortcuts – When the plan is hard, shortcuts are tempting. There are times when they make sense, but shortcuts usually lead to shortfalls when it comes to your goals. You cannot be afraid of putting in the hard work. Shortcuts counter persistence which means you are trying to avoid the persistence test. Don’t do that.
  4. No more procrastinating – Inaction breeds inaction and delivers no rewards other than the certainty that you can play it safe and stay where you are. There is a difference between careful planning and prioritizing instead of moving forward into the unknown. That’s what successful people have to do.
  5. Permission to make mistakes – You are going to make mistakes along the way in the sales. Some of these mistakes will be painful and perhaps expensive, but they are unavoidable. Persistence is all about confronting these mistakes, learning from them, and moving forward. If you do not allow yourself to make mistakes, you will paralyze your plans and goals for success.

Getting Punched in the Face? Cold Calling & Rejection

Marketing, Sales Coaching, Sales Training

Very few salespeople get excited about cold calling and sales rejections hurt no matter who we are. That’s your baseline and it’s something we all have to overcome to be successful in sales. I want to tell you that there is a great hypnotherapy technique that will quiet your inner voices or give you a pill that will turn your anxieties into exuberant confidence. We already know that these don’t exist, but what you are really looking for are coping and motivating skills to help you push through your own fear of rejection. And there’s the good news, these skills do exist.

 

It is natural to avoid rejection. That’s why we all want warm leads. It’s hard to feel successful when so many strangers tell us ‘no’ before they even know what we have to offer. The fact is that you will have more opportunities and success if you introduce yourself and your products & services to people who are otherwise unaware. I don’t want to bemoan the importance of prospecting and handling rejection because you know most of it already. However, these simple tips are a practical way for you to get back creating new opportunities for success.

  1. You’re not a pest, you’re a problem solver – This is something that I recommend that everyone repeats to themselves each time they pick up the phone, send an email, etc. It’s a fact. You just need to find people who have the problem you can help with.
  2. Looking for a fit – You are not seeking validation of your sales skills, you are looking for those who are a good fit for what you sell. There’s only one way to do that and that is asking. If it isn’t a good fit, no big deal. Onto the next opportunity.
  3. Set easy goals – Don’t drown yourself in prospecting activity if you don’t have to. It is exhausting. Set goals that are achievable. 10 phone calls a day isn’t all that much, but compound this activity over days and weeks, you’ll see that you are improving and getting better results. 
  4. Prospects can’t hurt you – I have yet to hear a story where someone cold calling got a bloody nose, went to prison or had their birthday taken from you. Prospects can’t hurt you. They have no power to do so. Remind yourself that you are safe and create an emotional distance from their response.
  5. Be Persistent – The more you cold call or prospect, the better you get at it and the less painful a ‘no’ becomes. You will build a natural immunity to rejection just from the exposure alone. Your mind will create its own coping mechanisms to help you handle rejection if you are willing to try.

Building Up The Nerve To Cold Call

Marketing, Sales Coaching

Let’s face it, you can only run from cold calling as a salesperson for so long. If you managed to be successful without it, chances are it is because someone else is doing the heavy lifting for you to generate your leads. But if you really want to become the great salesperson you think you are or want to be, it’s all about getting the attention of someone who doesn’t know you for an opportunity to sell. Yes, it is old school, yes it is still effective and frankly, it’s quite powerful.

 

There are several elements to effective cold calling such as messaging, method, timing and targeting, but there is one that is often overlooked; coping. It is the one you are struggling the most with for sure and, that is, how do I confront prospects who do not know me and may reject me? Let’s face it, you procrastinate every chance you get to pick up the phone and we all do it, but there are some simple and effective methods for mentally preparing for this effective and essential sales skill. Here are ways you can prepare yourself for cold calling just by simply uttering these words to yourself over and over again as if you are saying them to your prospect.

 

  1.  You can’t hurt me, but I can help you – Cold calling is not illegal or immoral. You will not get arrested for calling a prospect, they cannot defame you or get you fired. They can say ‘no’. That’s it. That’s the worst that can happen. However, you can actually help them. Why else would you be calling them? 
  2. I am bringing good news – Let’s face it, you will almost always contact someone at an inconvenient time. That doesn’t make you a pest, that makes you an unplanned opportunity for them. You know you have something they need and they must hear about it. You are not a pest, you are a problem solver.
  3. Say ‘no’ today, say ‘yes’ tomorrow – In sales, ‘no’ always means ‘not today’. Whether your prospects know it or not, what they are really saying is that they are not ready yet. Once you have planted an idea in their head, check back in a couple of months and see how that idea grew in them.
  4. I want your sale, but I’ll settle for your attention – Salespeople who don’t get noticed cannot be successful. Prospects have to get used to you. After all, you are a good person. Although your fear of cold calling desires to have your call go right to voicemail. It is better to get their direct attention than to go unnoticed. 
  5. I deserve to be successful – You certainly do deserve success and you need to remind yourself of this before each call. Success comes to those who desire it and can see it. Hear your prospect saying yes before they answer the phone and they will pick up on that and respond more favorably.