You may be talking but what you are saying may be very different to what the other person is hearing

Exceptional Sales Performance Monday Motivational Minute

You may be talking but what you are saying may be very different to what the other person is hearing.

January 14th 2013

By Gregory Ferrett
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Welcome to Monday

What the other person hears is what you said

In physics there are a number of basic laws that can never be broken. One of these laws is Newtons Third Law of Motion “For every action there is an equal and opposite reaction.”

What does this mean?

A good example is billiards. If you strike the cue ball in the same spot with the same force and it strikes the coloured ball in the same spot it will always respond in the same way.  If you want to change the outcome you need to change the way you play the shot. A bit to one side, a bit of spin, strike the ball with more force and the balls will always respond in an orderly and predictable manner.

In the world of physics if you take one action there is always a predictable opposing action. Unless you understand and apply the laws of physics playing billiards will be a challenge.

This is the same in communication.

There are basic laws of communication which, when understood and applied, will help you understand, influence and motivate others.

We were in the yard playing a game of backyard cricket with some friends. My son, about six at the time, was getting impatient waiting for his turn to bat. We could not get the batsman out. To everyone’s surprise he grabbed the ball and threw it over the fence into the next paddock. As you can imagine my natural reaction, and all the other ‘adults’ playing, was to chastise him. He broke into tears and ran into the house.

My wife came out shortly and asked “What is the rule about the batter being ‘out’ if the ball goes over the fence?”

Well - it appears my son had taken this rule literally “If the ball goes over the fence the batter is out” (or more commonly the '6 and out' rule) and could not understand why we had yelled at him. He just wanted a turn at batting. 

What Your Customer Hears is What You Said

The number one rule in communication is "What the other person hears is what you said".
I was trying to close an order for bespoke software development for a small direct mail company. I really wanted to close the deal that day so I opened my mouth and used words like “don’t worry about payment straight away, lets just get started”.

The deal was closed and the project started. I was surprised, however, when my financial controller called me into his office and informed me the account was 90 days overdue. He asked me "Did you say to this client they would not have to pay until the project was completed?"

What I had meant was payment would be in our normal terms, however, if he were to agree that day to proceed with the project we would not require a deposit with the order. What the client had heard was he would not have to pay until the project was completed. Fortunately this story had a happy ending.

When pressure and stress influence what you want to say it is tempting to try and shortcut a conversation without considering what the other person may be hearing. Being prepared for these conversations is important and will reduce the stress levels for the person you are trying to influence as well as your own. The more important a conversation the more preparation is required to ensure the message you deliver is understood.

Today’s question and action

What you say and the words you use, in every part of your life, can have a big impact on others. Take time to think your conversations through and ask the following questions;

• Do you prepare for important conversations or just let them happen?
• What is it your customers might be hearing you say?
• Do you have a few relevant questions ready to check the message you have tried to communicate has been received?

When you have something important to communicate take time to think about what you are saying so when you hit the cue ball the coloured balls go in the pockets.

Have a great week!

Exceptional Sales Performance

P.S. More inspiration on our BLOG here.

Reprint permission
Permission is granted to reprint this article with the condition it is republished unedited and in full with full attribution to the author and the authors bio. Please provide a link to the reprint to the following email; greg.ferrett@exceptionalsales.com.au

Selling to the Seven Emotional Buying Styles Discover how to link your product to buyers emotion. In this very practical book you will learn everyday tools to take advantage of proven scientific evidence linking emotion to every decision. You will meet; the Hustler the Artist the Normal the Engineer the Politician the Mover, and the Double Checker This is one book you will refer to time and again to help you plan sales calls and to close sales.

Buy your Kindle or Hard Copy version here

Why do people really like you and do business with you?

Exceptional Sales Performance Monday Motivational Minute

Why do people really like you and do business with you?

November 26th 2012

By Gregory Ferrett


Current research tells us the average person thinks about themselves, and how the world impacts them as an individual, almost every minute they are awake.  Their brain is constantly monitoring the environment alert to physical and emotional danger and opportunities. In less than a second the brain can flood the body with chemicals driving a ‘fight or flight’ or a ‘this sounds great’ response.  

As funny as it sounds, in business I continue to find people who think a person’s response to a sales pitch or a request for support will be different just because it is not a social situation. This is dangerous thinking and can lead to wasteful expenditure of money and emotional capital.


What we see is what we want to see - not what others see

My business partners and I were examining a great product developed by people with outstanding credentials and who seemed to know their target market. Despite good promotion and a strong message which brought in some early wins, it remained languishing as an ‘also ran’ product. At the same time a less developed product with fewer capabilities had grown to dominate the market.

We quizzed the developers who were consistent in their responses.

• They had developed the most advanced product in the market – no one else could come near it technically
• They always made a big effort to deliver a great presentation
• They seemed to be in the right place at the right time early on – now they seemed to be always catching up in the sales process

The consistent message we noticed was our client was focusing on how good they were.

Place yourself in their mind

When you need to influence an outcome or want someone to purchase your product or service the first thing you need to do is understand their situation. The research we mentioned earlier tells us the person you are trying to influence cares very little for you or your company, only for them.  Your telephone call, email or letter is an interruption. You need a way to help the person you want to influence see your product or service making their life better. If you can do this they will start to consider what their life might be like with you or your product or service in it.

This is easier said than done as you also spend most of your time considering yourself. After all you are a human being as well. You think of yourself as someone special, with intelligence and you know what is good for your customer.

I have watched with interest advertisements for the iPad and new Intel Surface computer. Both show people in real situations with their lives enriched because of the device. While they talk about the quality of the display, the discussion is about the way your life will be if you use the device. Not the fact one has so many mega pixels. Each time the advertisment shows my whole family wants one - each one for their own reason.

There is a painfully simple yet important lesson to be learned here. When it comes to influencing people or getting them to make a buying decision it is their expectation of what you are asking them to do or buy which will make their mind up. Not what you think is right or wrong.

You can tell the story enthusiastically and with passion, using the best multi-media presentation with endorsements by the best personalities. If you do not know what the person thinks about you are, at best, putting on a show in hope someone listens.
People decide to buy on the basis of expectation – what they perceive the decision will do for them and in their life. If your product or service fits into that perception you have a sale. If not then you don’t. It is as simple as that.

The company was investing enormous amounts of time and effort into selling the inventors idea. He had come up with the idea and made a number of initial sales. Now the company was talking with people who were unfamiliar with the inventor and the concepts he presented.

By changing the perception of the company owners and the way the product and services were presented made an immediate and enormous difference.

People like you and do business with you because they can picture you and your product or service working in their life. The better you are at helping people place you in their life the more successful you will be.

Questions and this weeks activities

There is nothing mysterious about what we did. It required a few simple changes. Try these and you will see your level of influence change quickly and dramatically;

• Engage your customer in a discussion about their business and their life using a reflective questioning style. You will be surprised what you will find simply by  being genuinely interested and scratching under the surface.

• Once you have established some rapport ask questions like “Have you considered …?” and “What happens when…?”

• Paint a picture using words like “Can you imagine leaving the office early confident …?” or “Can you hear your team celebrating knowing …?”

Leave your own ideas at the office – even better, in the shredder. They are great ideas if you are buying – but you are selling and you need to become a part of the buyers concept they are thinking about all the time.

Exceptional Sales Performance

P.S. More inspiration on our BLOG here.

Reprint permission
Permission is granted to reprint this article with the condition it is republished unedited and in full with full attribution to the author and the authors bio. Please provide a link to the reprint to the following email; greg.ferrett@exceptionalsales.com.au

Selling to the Seven Emotional Buying Styles Discover how to link your product to buyers emotion. In this very practical book you will learn everyday tools to take advantage of proven scientific evidence linking emotion to every decision. You will meet; the Hustler the Artist the Normal the Engineer the Politician the Mover, and the Double Checker This is one book you will refer to time and again to help you plan sales calls and to close sales.

Buy your Kindle or Hard Copy version here

 

How can you take a commodity and turn it into a vital requirement for your client?

Exceptional Sales Performance Monday Motivational Minute

How can you take a commodity and turn it into a vital requirement for your client?

November 26th 2012

By Gregory Ferrett

“How can you take a commodity item and turn it into something critical to your clients' business?” is one of the most common questions I am asked.

To date I have never come across a product or service which can not be linked to something of value - even common things.It just takes a little effort and planning.

Here is an example of how disposable nappies and rubber gloves, in a mature market, turned two businesses into industry powerhouses.

Disposable Nappies / diapers

The first question territory reps of this company were always asked was "What is your best price". They were in a tight competitive aged care market where every dollar counted. The business was going nowhere fast.

With a bit of effort and market research they discovered one of the more significant costs an aged care facility has was laundry.

With a bit of smart thinking they were able to demonstrate by using their incontinence pads laundry costs were reduced significantly due to leakage reduction.

Instead of calling the purchasing manager they were now able to call the CFO and ask this question “If I could show you a way to reduce your laundry costs by 22% would that be something of interest?” The answer was always “How?” and of course the appointment was made.

Rubber Gloves

(Reported in ‘The Age’ – Monday April 15th 2002)

Ansell moved its stake in Ford’s occupational glove business form 25% to 100%, a deal that it sees as a template for future company arrangements.

The Ford contract is worth close to $20 million a year, and is an example of Ansell’s approach to large customers, in which it will enter a contract to assume responsibility for protecting the hands of it’s customer’s workers.

While Ansell has really interesting technology (knitted Kevlar gloves coated with a nitrile polymer) technology alone would never maintain a long term competitive business advantage and they would have easily been caught up by competitors.

Ford used to spend $20 million a year on gloves, however they also had medical costs of $40 million a year for hand injuries. With the use of the new gloves and a partnership with Ansell for ongoing development in the first full six months there was a 50% reduction in injuries.

Ansell were able to link a commodity produuct to a critical business issue and demonstrate the value of working with them alone.

Today's Questions and Actions

Here are some questions and actions to help you uncover how important your product or service might be to your client.

1. Ask yourself ,and others involved with your clients business, what the challenges they face? List the top few and keep going until you have twenty or more. Be creative and think about the issues their competitors face as well as they are likely to have the same challenges.
2. What is the press saying about their industry?
3. What are the opportunities opening up?

For each item list two or three ways your product or service makes it easier to deal with the challenge. From this list you should have at least one, if not more, compelling reasons why a client should talk to you and not just ask for a price.

Have a great week.

Exceptional Sales Performance

P.S. More inspiration on our BLOG here.

Reprint permission
Permission is granted to reprint this article with the condition it is republished unedited and in full with full attribution to the author and the authors bio. Please provide a link to the reprint to the following email; greg.ferrett@exceptionalsales.com.au

Selling to the Seven Emotional Buying Styles Discover how to link your product to buyers emotion. In this very practical book you will learn everyday tools to take advantage of proven scientific evidence linking emotion to every decision. You will meet; the Hustler the Artist the Normal the Engineer the Politician the Mover, and the Double Checker This is one book you will refer to time and again to help you plan sales calls and to close sales.

Buy your Kindle or Hard Copy version here

 

How can you generate curiosity and keep your clients engaged

Exceptional Sales Performance Monday Motivational Minute

How can you generate curiosity and keep your clients engaged?

November 19th 2012

By Gregory Ferrett

Welcome to Monday

An account manager, during a review of his sales performance and knowing his numbers were down, said, by way of excuse to his manager said, “Richard, I can lead a horse to water, but I can’t make them drink.”

“Make them drink?” Richard retorted. “Making customers drink is not your job. Your job is to make them thirsty! When they are thirsty they will drink.”



The most common challenge business and sales people face is coming to an understanding that selling is not something we do that makes a sale occur – it is something the client does. At some point in the sales process the client decides what it is we are selling will satisfy a need and quench their thirst.

So the question is, “how do you create the thirst?”

Curiosity!

There are four main strategies we can use to create curiosity – and to remain curious through the sales process.

1. Be provocative with questions and statements

 

Provocative questions and statements are the most powerful ways to generate curiosity.

When you make that first call what can we say that is provocative, bold and will shake your client out of their current mind set and pay full attention to you?

You may want to try something like this;

“Hi Ben, this is Greg from Acme Jones Associates. I have a question. I was reading about your company …. and was wondering if you had ever thought…?”

Or perhaps

“Hi Mary, this is Jenny from Acme Jones Associates. I was talking to Merna Balwin of Main Main & Main and wondering if you have experienced the same market challenges as they do?”

2. Provide some of the information

Another challenge business and sales people face is the urge to tell someone everything straight away. I call this ‘showing up and throwing up’. Once there is nothing let to give what value is there in a follow-up call? The key to building and maintaining a long term relationship is to continue adding value with each conversation. If you leave the client curious after the end of each call there is always a reason to call back or to schedule another meeting. Try things like these;

“Hi Mary, we met with Mohammed and ran those tests on the production line over the past few days and I think there may be some serious problems.”

Or

“We have evaluated the supply chain process and compared it to the industry norms in you market sector and found some anomalies.”

These statements tell a part of the information and are designed to stimulate curiosity. A typical response would be “What kind of problem?” or “What sort of anomalies?”

Of course we do not want to tell them all so we move into something like the following;

“Yes – I will get to that. Would you mind if I ask a few questions first?” and move into a conversation with the full attention of the client. Of course we need to share some of the information – but always leave something on the table to come back with.

3. Provide a glimpse of value

In this technique we dangle an idea that could deliver value and then move to start a conversation. It could go something like this;

“Well, John, with just one small change to the manufacturing process you could dramatically improve your return on investment. Would you like me to show you how?”

The response “Sure – what do I need to do?”

“Before I launch into that do you mind if I ask you a few questions?” and the conversation is on its way…

4. Are they a part of the herd

If everyone else is moving in the same direction most people want to know what direction that is. This is classic ‘herd mentality’. Try something like this;

“Well, Mr Jones, we solve a very important problem that most of the companies in your industry have.”

Almost without fail the response is “What problem is that?”

Today’s questions & action

Curiosity is a powerful tool to get conversations started. Here are some ideas to get you started.

1. What are the most unusual applications for your service or product?
2. Call your best clients and ask them the question “What is it that keeps you buying from me / us?” or “What are the key problems / issues our product solves for you?”
3. Turn the question around and ask yourself “If I were being called about my product or service what would the person need to say to grab my attention?”

Use the answers to these questions to create conversation starters. Develop the habit of creating curiosity and you will always have a valid reason to call on your clients.

 

Have a great week.

Exceptional Sales Performance

P.S. More inspiration on our BLOG here.

Reprint permission
Permission is granted to reprint this article with the condition it is republished unedited and in full with full attribution to the author and the authors bio. Please provide a link to the reprint to the following email; greg.ferrett@exceptionalsales.com.au

Selling to the Seven Emotional Buying Styles Discover how to link your product to buyers emotion. In this very practical book you will learn everyday tools to take advantage of proven scientific evidence linking emotion to every decision. You will meet; the Hustler the Artist the Normal the Engineer the Politician the Mover, and the Double Checker This is one book you will refer to time and again to help you plan sales calls and to close sales.

Buy your Kindle or Hard Copy version here

 

How can you uncover hidden need all the time?

Exceptional Sales Performance Monday Motivational Minute

How can you uncover hidden need all the time?

November 12th 2012

By Gregory Ferrett

Welcome to Monday

A recent study showed that 75% to 80% of customers purchased only what they initially set out to buy. What if there was a really simple way to uncover a customers hidden additional need? and you could use this to help you customer uncover their need themselves?

Jewellery Store

My watch kept stopping. I assumed the battery needed replacing so I walked into one of the best-known jewellers in Australia to get a battery fitted. I handed my watch over to the sales assistant and asked them to replace the battery.

 

“I am sorry,” the assistant said “but we do not sell this brand, so we can’t put in a new battery.”

I was stunned! I reminded the assistant that this was where I had purchased batteries before.

“Well, this watch is waterproof, and we can not guarantee it will still be waterproof after we open it”

This assistant was really annoying and definitely trying to avoid making a sale. I needed a battery so I persisted with one more attempt.

“I know you can not guarantee the waterproofing, you said that when you replaced the battery here last time.”

“I am sorry, but we probably do not have the battery in stock …”

I was angry. I stormed out and went to the jewellers a few shops down and handed over my watch.

“No problems, let me have a look,” the assistant said.

After a few moments, the jeweller came out with a battery tester and showed me the battery was fine. We discussed what the problems might have been with the watch that stopped it working from time to time. He asked a few questions and ...

Guess who purchased a brand new watch! (They had uncovered my hidden need)

This sales assistant had;

 

• Established rapport
• Differentiated themselves from their competitor, and
• Helped me discover I needed a new watch.

But what had they done differently?

They had listened and established rapport by taking an interest, engaging my emotional buying style, asked questions and listened. In just a few minutes they had me agreeing I needed a new watch and were on the way to closing the opportunity.

The first jeweller was only interested in selling something in their catalogue. The second jeweller took the time to test the battery (no cost), and then asked some simple questions (also no cost). I felt like they cared for me and I trusted them. They helped me discover I needed a new watch, so when I had a look at a couple of options, and listened to their recommendation, I acted on it.

Chip Bell said "Effective questioning brings insight, which fuels curiosity, which cultivates wisdom." Effective questioning helps your customer uncover their own need. By helping your customer uncover their own need you also create a powerful emotional reaction and driver for action.

Industrial Example

Say you sell industrial heating elements and call to find out if a manufacturing company is interested in using your product. Rather than asking when they plan to buy more (you just know you will have the lowest price!) ask something like “How often do you change the heating elements in your gas turbine?”

This simple question tells you if there is a problem with the life expectancy of current heating elements. You know one key feature of your product is its long life and by planning this question in advance you will also have the follow-up questions ready to help your customer discover they need your product. With this small piece of information you can ask for an appointment to show them how you helped another company reduce the number plant shutdowns by using your heating elements.

Of course, by the time this meeting is done your prospect has 'discovered' they have an unrecognised need for long life heating elements and the lowest price is no longer an issue!

Today’s question & action

Take your product or service and ask yourself "what problems could my product solve?"

Be creative and outrageous. Don't stop until you have a full page of ideas. Do this with a colleague or ask someone to help if you get stuck.

Distill this down to a list of five key problems.

For each problem create a question designed to help your prospect discover hidden problems.

Try these question with everyone you visit this week. You will be surprised how many new opportunities you prospects will reveal to you even they did not know existed.
Have a great week.

Exceptional Sales Performance

P.S. More inspiration on our BLOG here.

Reprint permission
Permission is granted to reprint this article with the condition it is republished unedited and in full with full attribution to the author and the authors bio. Please provide a link to the reprint to the following email; greg.ferrett@exceptionalsales.com.au

Selling to the Seven Emotional Buying Styles Discover how to link your product to buyers emotion. In this very practical book you will learn everyday tools to take advantage of proven scientific evidence linking emotion to every decision. You will meet; the Hustler the Artist the Normal the Engineer the Politician the Mover, and the Double Checker This is one book you will refer to time and again to help you plan sales calls and to close sales.

Buy your Kindle or Hard Copy version here

 

Can You or Can't You? The evidence is in and the choice is up to you.

Exceptional Sales Performance Monday Motivational Minute

Can You or Can't You? The evidence is in and the choice is up to you.

October 22nd 2012

By Gregory Ferrett

 

Welcome to Monday

 

 

Usain Bolt was the talk of the London Olympics and with his world record and number of gold medals he is a deserved sporting hero.

Usain Bolt (right) and Yohan Blake on Podium London 2012

While I appreciated his win, I observed something which I found very interesting. Yohan Blake, the silver medallist also of Jamaica, ran a world record time as well.

This is not unusual. In the 1992 Olympics Kieren Perkins, of Australia, smashed the world record for the 1500m freestyle swimming event. Glen Housman, also of Australia, won silver and would have the world record if Kieren Perkins was not in the event.

I find it interesting almost every time a country produces a superstar in a particular sport one or more champions in the same sport or event appear from the same country.

This outcome is easily observed in almost every field of human endeavour. When there is an outstanding singer in a musical production average performers will step up and become great. In business, when there is one person producing outstanding results those around them tend to perform better as well.

Is there a limit?

When I coach business and sales people I rarely ask ‘can they’ as most people I work with know how to sell and build a business in the same way most of us know how to run and swim. The question is not about the ability it is about their motivation. The question I ask is ‘will they?’

These are the things I listen for;

• I can’t bring myself to ask for the order
• I can’t see us doing the job in the timeframe
• My sales target is too high – it’s impossible
• The economy is bad
• There is not enough opportunity

As a child we are taught not to see limits. We try new things every day to the joy of our parents and relatives. There is nothing we can not achieve. But for some reason this period of belief comes to an early end and we are taught about limits.

Imagine what could happen if you freed yourself of all the imaginary limits you impose on yourself by using the word ‘can’t’. This is what happens in countries where a superstar emerges. The word ‘can’t’ is replaced with evidence it can be done. In business people working with high achievers see evidence high achievement is possible. Once you are freed of the imaginary limits nothing is impossible.

Replace Can't

The word can’t is an interesting word as it is made up of the words ‘can’ and ‘not’, so it actually means you are capable of ‘not doing’ whatever you think you can’t do. When someone says ‘I can’t’ what they are saying is ‘I choose not to.’

Here are some alternatives to can’t;

• “What would happen if I were to ask for the order?”
• “What would we need to do to get this done in time?”
• “What could I do to make this sales target work for me?” Or “What sales target could I achieve?”
• “What could I do to help people take advantage of a poor economy?”

Henry Ford is quoted as saying “Whether you think you can or can’t – you are right.”

Today’s question & action

This week I want you to do two things;

1. when you are faced with a challenging situation, or you are just feeling down, consider the words you are using. Try inserting words like “Just suppose” and “what could I do” or “What would happen if”.
2. look for a champion you can relate to. Someone who is already achieving, roughly, what you want to achieve. They do not have to be a global superstar, just someone you can aspire to be like and learn more about them.

You may be surprised how quickly your outlook  and results change.

Exceptional Sales Performance

P.S. More inspiration on our BLOG here.

Reprint permission
Permission is granted to reprint this article with the condition it is republished unedited and in full with full attribution to the author and the authors bio. Please provide a link to the reprint to the following email; greg.ferrett@exceptionalsales.com.au

Selling to the Seven Emotional Buying Styles Discover how to link your product to buyers emotion. In this very practical book you will learn everyday tools to take advantage of proven scientific evidence linking emotion to every decision. You will meet; the Hustler the Artist the Normal the Engineer the Politician the Mover, and the Double Checker This is one book you will refer to time and again to help you plan sales calls and to close sales.

Buy your Kindle or Hard Copy version here