Real Secrets of the Top 20%

Real Secrets 037: How to Handle Incoming Leads
By Mike Brooks, www.MrInsideSales.com

I get many requests each week from readers who want to know how they should deal with incoming “warm” leads.  “These leads are more qualified because they are calling in," I hear over and over.  But we all know this isn't necessarily true is it?  In fact this attitude leads to the biggest mistake 80% of your competition is making when they receive warm leads --

“They go into pitch mode rather than qualification mode."

80% of your competition mistake the “implied interest" of a call in to mean they are already qualified, and all they need to do is explain their product or service.  Wrong!

The Top 20%, on the other hand, know that warm leads can be some of the biggest time wasters of all, so they do what they always do -- disqualify people who are “just looking” so that they can identify the real buyers, and they do this by asking questions rather than pitching.

Here are some great questions to ask the next time you get a warm lead:

“Thank you for contacting us today, what was it about our ad/promotion/website that caused you to call us today?" [Listen for the buying motive]

“Who else are you looking into?” [Listen for your competition]

“What do you like best so far?"

“How long have you been thinking about (buying, investing, changing) something like this?"  Then,

“What has kept you from acting on this?” [Listen for possible objections]

“When are you looking to make a decision on this?"
You see how this goes.  Just remember, to be a Top 20% producer, you have to begin finding buyers -- whatever the lead source.  So stop pitching and start qualifying!  Remember, it's still up to you to find and separate the buyers from the non-buyers.

If you found this article helpful, then you can get 10 more GREAT  TECHNIQUES for FREE by downloading my Special Report, “10 Techniques to Instantly Make You a Better Closer.”  You can read about this by clicking here: http://www.mrinsidesales.com/report.htm  and you can get it for FREE by signing up for my FREE weekly Ezine, “The Secrets of the Top 20%” by clicking here: http://www.mrinsidesales.com/ezine.htm

Mike Brooks, Mr. Inside Sales, offers FREE Closing Scripts, and a FREE audio program designed to help you double your income selling over the phone. He works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance. If you want to Close Business like a Top Closer, then learn how at: http://www.MrInsideSales.com

Real Secrets 036: How To Handle the RFP Process

I was having lunch with a client last week and she was telling me about how frustrated she was with a prospect who wasn't calling her back.

"But our first meeting went so well," she told me.

I asked her what happened, and she told me that she visited with a prospect who currently has four other vendors and was initially resistant to using a fifth. My client persisted, however, developed good rapport, and the prospect said she could submit an RFP on their next job.

My client left feeling good about the lead and excited that she had been able to overcome the initial resistance.  She went back to her office, put together her proposal, emailed it to the prospect and began following up. Not surprising to me (and soon to her), she got no response from the prospect.

“I can’t understand it!” She repeated.

I don’t know about you, but this whole transaction had Red Flags all over it. To begin with, whenever I hear “RFP Process,” a host of questions jump out at me. Here’s what I’m thinking (and you should be, too):

1. How many RFP’s are they getting?
2. Is their current supplier submitting one, too?
3. Did they review with their current supplier the last time they had an RFP?
4. Did they go with them at that time?
5. How likely are they to go with them again?
6. Why are they even going through the process of accepting RFP’s?
7. Are they required to get at least 3-5 bids?
8. How many do they already have?
9. Have they essentially already decided on the winner and are only going through the process?
10. Is price (or what is??) the deciding factor?
11. Do I honestly have a chance at this deal?
12. Am I doing this (submitting my RFP) just to be busy hoping I might get it?

All these thoughts need to be scripted into qualifying/disqualifying questions and you need to ask them before you enter any RFP Process. If you don’t get this information, chances are you’ll end up on the outside with no return call. And I’m sure you know how that feels!

If this makes sense to you, and if you’re having trouble coming up with your own scripted questions, then you’ll love my Complete Book of Phone Scripts, a 110 page downloadable e-Book that you can have in the next 10 minutes for just $49.  Click Here to read more about it!

Enjoy, and from now on – know when and when not to enter the RFP Process.

If you found this article helpful, then you will love Mike’s new book: “The REAL Secrets of the Top 20% - How To Double Your Income Selling Over the Phone.”  You can read about it by clicking here: http://www.mrinsidesales.com/bookmarketing.htm

Mike Brooks, Mr. Inside Sales, works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance.

He offers a FREE audio program designed to help you double your income selling over the phone, as well as an internationally acclaimed FREE ezine. If you’re looking to catapult your sales, or create a sales team that actually makes their monthly revenues, then learn how by visiting: http://www.MrInsideSales.com

 

Real Secrets 035: Change Your Self Talk – Change Your Results

First of all, did you know that you are talking to yourself all day long? (You’re thinking, “Do I talk to myself? What does he mean, talk to myself? I don’t talk to myself!”) Psychologists estimate that you are talking to yourself at a rate of 1,200 to 1,500 words a minute (in contrast, when we speak aloud we can only go up to 250 words a minute and that’s if we’re talking REAL FAST).

The problem is that most of our self-talk is negative.  And even worse, we tend to believe our self-talk and that influences our performance – in a big way.  For example, have you ever stopped to listen to your self-talk after you missed a sale?  Mine used to go something like this:

“There I go again. I’m an idiot! I’m amazed I’ve ever made a sale. This product sucks, nobody is ever going to buy and I even knew he wouldn’t buy.  I wonder when lunch is – do I have enough money for lunch today? I wonder if I’ll make a sale this week – how am I going to pay the rent if I don’t close at least X amount of business. I wonder how long they’ll keep me, shoot, why didn’t I stay in college. I hate sales….”

Sound familiar? This is the self-talk (or some variation of it) of 80% of your competition. Not very empowering, is it? And the biggest problem with this is that it leads to even poorer performance. With self-talk like this, you automatically stop using effective sales techniques, you don’t qualify properly, you begin using negative, closed ended questions, etc., and you anticipate being blown out (and then give up).  In other words, poor self-talk leads to and creates poor sales performance.

Here’s the good news: The opposite is also true. When I committed to becoming a Top 20% producer, the first thing I did was begin to monitor and change my self-talk. When if missed a sale, I began to say:

“Gee, that wasn’t like me. Let me think about what didn’t go right with that and here’s what I’m going to do to change it. OK, I’ll use this line or I’ll ask this qualifying question next time, and here’s how I’m going to improve on my next sales call.”

Then I’d pick up the phone to prospect and say to myself, “OK, watch this, this will be much better!”

And it really worked! Suddenly, it was “like me” to use proper qualifying questions and to qualify red flags. Suddenly “I regularly” used my scripts and was “in the habit” of practicing perfection on each call.  And my performance and production reflected it. Within 90 days I was the top closer in the office.  And monitoring and changing my self-talk was a HUGE part of it.

I challenge you this week to begin getting accountable for what you say to yourself, and begin taking responsibility for your attitude. When you find something you don’t think is positive or helpful, don’t beat yourself up, but rather, change it to something more empowering. I’ve been using and teaching this (and other) attitude adjustment techniques for years and THEY WORK! 

The bottom line is that your attitude determines how much of your ability, knowledge and desire you have. The question is, “What are you doing to improve yours?”
If you want to Double Your Income Selling Over the Phone, then check out Mike's Award Winning 5-CD Series and learn the techniques and strategies of Top 20% producers.  Visit:  http://www.mrinsidesales.com/cd_page.htm  Order now and receive a FREE copy of Mike's “The Complete Book of Phone Scripts,” which is packed with word for word scripts and techniques that you can begin using today to make more appointments and more sales - a $49 Value FREE!
 
Mike Brooks, Mr. Inside Sales, works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance.  If you’re looking to catapult your sales, or create a sales team that actually makes their monthly revenues, then learn how by visiting: http://www.MrInsideSales.com

 

Real Secrets 034: How To Successfully Handle Objections

If you're like most sales reps, you hate to get objections.  Your stomach aches, your palms start to sweat, and you can literally see your commissions fly out the window. 

And, if you're like most sales reps, when you begin dealing with objections one of two things happen:

1)  After you answer them, your prospect gives you another, then another objection and you go on the defensive...or

2)  In answering the objection you tend to talk past the close, and you actually INTRODUCE more questions or objections!  Now that's a sick feeling, isn't it?

Want an easier way to deal with the objections you get over and over again?  Here's how to do it:

First, learn to listen.  Don’t be so quick to interrupt your prospect because often times the way to overcome their objection is actually in the objection itself… 

Second, if you don’t know how to respond to their objection, or don’t even understand what the objection is (which is the case for 80% of sales reps), ask for clarification.  An effective technique is:

“Hum…  I’m not sure I follow you, what exactly do you mean?”

This is a great technique because in restating their objection, many times prospects will either give you the answers you need, or sometimes they’ll even explain away their objection.

Third, after your prospect has clarified their objection and you fully understand what it is, you should always isolate it before answering it!  Again, you must be patient and give your prospect every opportunity to help you deal with their objection. 

Let’s use “The Price is too high” objection since it’s the most common.  Most sales reps have been taught to build value to justify their price, or drop close to a lesser amount, or try to negotiate in some other way.  While these techniques are valuable tools, they should only be used after you isolate the objection.  Here’s what you say:

“I understand __________, and let’s put the price aside for a moment and make sure this (product or service) is something that will work for you.  Let me ask you, if price weren’t an issue here, in other words, if this fit in with what you were willing to pay, would you go ahead and put me and my company to work for you?”

This one technique is the most powerful closing tool you’ll ever use in dealing with objections.  Sadly, it’s used less than 10% of the time, and that’s the reason I keep getting emails asking me what the best way of dealing with objections is. 

My suggestion to you today is to incorporate these two techniques and to see for yourself how much easier objection handling becomes for you.  If you’d like more techniques like this that actually work, then invest $29 in yourself or your team and purchase and then use the other proven scripts and techniques in my “Complete Book of Phone Scripts.”  Save 40% by using the coupon code, SCRIPTS.  You don’t have to keep struggling – invest in yourself today! 

 

 

Real Secrets 033: How To Hire Top Sales Reps

Ask any manager, V.P. or business owner what one of the biggest challenges they face in making their revenue numbers and they’ll tell you it’s identifying, hiring and retaining good sales reps.  If you are familiar with my management philosophy, then you’ve heard me talk about the 80/20 rule in sales, and all you have to do is look at your own company or industry to know it’s still true – 80% of the sales and revenue is made by the Top 20%. 

So how do you identify who the Top 20% are BEFORE you spend all that time and money on hiring, training and then hoping they perform?  There are many ways to try to identify the characteristics in advance, and in fact a whole industry of profiling and assessment testing has sprouted up to help you make the right choice.  I have used some of these tests and have found them to be quite accurate and valuable. 

I have also found an easier way to identify who the potential top producers are, and I’ve boiled it down into three “Real Secrets.”  If you are responsible for identifying and hiring sales reps in your company, then I recommend you use these techniques to help you find the right sales reps before you spend all that time and energy training, managing and hoping you’ve made the right choice…

Real Secret #1) The best predictor of future behavior and performance is past behavior and performance.   This is a well known fact in psychology, and it’s one you can use to predict how a new sales rep is likely to perform for you.  The bottom line is that however much your candidate earned in income in their last job, and the job before that, is mostly likely the amount they are going to earn working for you as well.

What you must determine is exactly how much money that was.  Ask your candidate to provide you with pay stubs or verification of income for the last 6 months, and, in addition, ask them what they earned in income each of the last three years.  Find a way to verify this. 

Finally, determine how much of your product or service your candidate would have to sell to generate that kind of income again, and ask yourself if you would be happy with that level of performance – because that’s most likely what you’re going to get.

Real Secret #2) Determine what is really motivating your candidate.   What we were exposing in the first real secret was your candidate’s comfort zone.  We all have comfort zones, and sales reps in particular will always live up to – and most likely down to – their comfort zone, especially in terms of income.

So if your candidate is really looking to your company and opportunity to better themselves and earn more money, find out what is driving this need and desire for more money.  Have their life circumstances changed?  For example, have they recently gotten married, had a child, purchased a home?  If so, then they may have a real motivation to work harder, make more money and enlarge their comfort zone.

If their situation hasn’t changed, then you can be pretty sure that they will not be motivated to work harder, learn more skills, and make more sales.  In essence, they will continue to live down to their current comfort level and you may once again be hiring another 80% producer.

Real Secret #3) Access their sales skills and previous training.  This is one of my favorites.  During the interview, I ask my candidates how they think they would do selling my product.  They all say, “I’d do great!”  I then do two things:

1) I ask them to sell me on the product.  What I’m looking for is for them to ask me qualifying questions rather than just start pitching.  Those who just dive right in and start pitching reveal themselves as middle to low 80% producers.  Top 20% producers, on the other hand, start asking me questions and gathering information.  They are the ones I’m interested in.
2) Next I give them a couple of objections and watch and listen to how they handle them.  You can immediately tell how much training someone has had, and how successful they were, by listening to them handle age old objections like “The price is too high,” and “I’ll have to talk to…” 

These techniques have saved me hundreds of hours of poor hires, and they have often revealed who the real top producers were.  Use them – you’ll love how they will work for you as well.

 

Real Secrets 032:  The Two Things You Can and Must Control To Succeed

So here's the scene: Large corporate sales convention in the company's training center in Washington State; over 250 sales reps flown in from all over the country; Sales directors, V.P.s, sales managers all running around stressing over the schedule, quotas, current sales, etc.

I'm speaking to the entire group (owners, board members in the audience, too), and after the training portion of my presentation, I ask the question that gets the managers and directors to shift uneasily in their seats: "What are the two most important determining factors in making sales and exceeding quotas?"

The reps raise their hands and start firing away, "Leads," "The economy," "The price of the product," "Territory," they yell out. The managers and directors are now sweating, and the owners and board members look irritated and even a little angry.

"While those things all play a part, the problem with them is that you have no control over them. So for that reason alone, they don't qualify as being the most important things." I tell them.

"There are only two things you CAN control and those happen to be the most important factors affecting your success. And they always will be," I say.

"And what are those two things? Your attitude and your actions. Everything else flows from those two things. And the good news is that both of those things are directly under your control and when you learn to develop and maintain an expectant and enthusiastic attitude, and you take smart, consistent actions, you will always get the results you plan for."

After I delivered this (and the rest of my talk), the managers and directors, V.P.'s and owners were all smiles. And so were the Top 20%. And that's because they know the truth.

Ask any top performer this question, and you will get the same answer, albeit, in a different way.  Some will say it's their training regiment; others will say it's their mental preparation, and still others will attribute their success to visualizing a win.  But it all comes down to the same thing. 

A winner will always take 100% responsibility for their results, while the other 80% will blame it on things outside their control.  And that's why winners will always eventually win, and the rest of the players will lose and make excuses.

It's like my friend Jeffrey Gitomer once said, "Your boss can't stop you; your co-workers can't stop you; your territory can't stop you; the economy can't stop you.  Only YOU can permanently stop you."  (I'm paraphrasing, but that's the gist of it.)

In today's economy especially, it's crucially important that you feed, develop, and maintain a positive, expectant attitude.  Things will change, and they WILL get better.  What are you doing right now to set that up and succeed then as well as NOW?

What extra actions are you taking right now to ensure your success?  Are you working harder AND smarter?  Are you coming in early and leaving late?  Are you going that extra mile every day including Fridays? 

The bottom line is that if you focus on and take care of your attitude and your actions, you will not only be fine, but you'll do even better than last year. 

That was a message all 250 sales reps in Washington needed to hear, and I know that 20% of them already knew it and were already practicing it. 

How about you?

Real Secrets 031:  The Only Qualifying Question You Really Need

I always tell sales reps that your client or prospect has all the answers as to why they will or why they won’t buy, and that it’s your job to find that information out. You do this by asking the right qualifying questions, by layering those questions, by qualifying any red flags you get and by actually listening to the answers you're given.

While this may sound basic and simple enough, you'd be amazed by how many sales reps still don’t do this correctly. There are a ton of reasons why, but in order to simplify the entire process, I'm going to give you the one question that will get your prospect to tell you exactly what they are looking for (and what they're not looking for as well). And here it is:

During the course of your qualifying, simply ask your prospect, "_________, if you could wave a magic wand right now and fix (or get) three things that would help your (sales process, bottom line, productivity - whatever is appropriate for your prospect), what would you wish for?"

Now shut up and listen. You will be amazed by what comes next. My experience is that my prospect immediately begins telling me exactly what they are looking for. As I listen carefully, I'm asking myself if my services can actually help them, or if they have issues that are outside of my range of services - like more procedural or accounting/process based.

If they are telling me something that I know I can't help them with, then I know they are not going to be a buyer. If this is the case, I try to find them a resource and move on.

If, however, they tell me things that I know I can help them with, then, after waiting until they are completely done, I will then give them the good news:

"__________ I'm glad you shared that with me, and I've got some great news for you. The Top 20% customized training program we're talking about addresses those wishes perfectly and let me tell you why.  First of all...."

I then go over, point by point, exactly how my training matches up with their expressed needs/desires, and I specifically use their exact wording back to them as much as I can (I was taking notes as they spoke!).

This technique works especially well in today's economy because it gets your prospect to open up and start talking.  And, of course, it gets them to reveal why they will or won't be a deal for your product or service. 

Real Secrets 030:  The Most Important Word in Sales

I was talking to a real estate agent the other day about the importance of disqualifying leads, and he told me an interesting story about their office’s top producer.  He was talking to her one day and asking her what she did that made her so successful.  She said her secret could be summed up with one word.  When he asked what it was she said:

NEXT.

The moment I heard him tell me that I was in total agreement.  I told him that was what I was trying to teach him with my disqualifying method.  The majority of people you speak with, I told him, are never going to be a deal.  The problem 80% of sales reps make is they spend time with them anyway, sending information, making multiple appointments, and begging and chasing the deal.

The Top 20%?  Their attitude is -- NEXT.  And that's when he said something interesting.  He said he was afraid to let go because he didn't want to chance losing a sale. 

"If you don't know after fully qualifying and listening to your prospect what it's going to take to get the sale, and who isn't a real buyer, then you've got problems -- big problems." I told him.

“I guess I kind of know but you can never be sure" he said. 

I'm here to tell you that it's that attitude that separates 80% of sales reps from the Top 20%!  The Top 20% know when to say, and aren’t afraid of say, NEXT.

 

Real Secrets 029:  How to Save a Sale

Last week I was speaking with a new prospect who had called in to inquire about one of my inside sales training programs.  I went over her needs, matched up my training to fit those needs, gave her the price options and then closed on dates.

And that’s when I got the old stall, “Well, let me run this by my boss, and I still have to hear back from, blah, blah, blah.”  Sound familiar? 

What was worse was that a few days later she stopped returning my calls and didn’t respond to my emails.  Now I can take a hint, and I know that she probably wasn’t going to be a deal.  I’m sure you can relate, and so I want to give you a proven technique that will allow you to:

1) Open up the dialogue again.
2) Find out why your prospect isn’t going with you.
3) Get them to tell you what you can do to save the sale.

It’s called the “I love to learn” technique and here’s what you do:

First, you’re going to have to be persistent and keep calling your prospect until you catch them and they pick up.  Don’t leave any more voice mails.  Once you get them, say the following:

“Hi __________, I’m glad I reached you – how have you been?”  They will likely try to brush you off here, so you say:

“That’s perfectly OK.  I’ve been in sales long enough to know when we might not be a match for a company.  Just a quick question, though.  You know, I love to learn and I’m always trying to improve, what specifically about our (offer, quote, product or service) didn’t seem right for you?”

Now shut up and listen!  If you do this right, your prospect will tell you what was wrong with your proposal, and this will give you a chance to adjust or adapt it to fit their needs.  Will it always work?  Of course not, but if there is still a chance to get a deal, this technique will show you how.

If worked with my prospect, and now her team is in my Inside Sales Training Boot Camp!  Try it for yourself and start saving and closing more deals!

 

Real Secrets 028:  Practice Doesn’t Make Perfect

You know that saying, “practice make perfect?"  Do you think that's true?  IT’S NOT.  Practice only makes permanent.  Only practice of perfection makes perfect.

This is why 80% of sales reps struggle so much.  They have never learned the proper sales skills, or, if they have, they aren't using them and so day after a day they practice poor techniques and develop habits of selling that don't work.

And after weeks or months or years of selling, they automatically and consistently do and say all the wrong things -- and get poor results because of it.

The Top 20%, on the other hand, are in the habit of learning, using and practicing techniques and skills that work.  They're constantly adjusting, adapting and improving on each call, and they practice proven techniques, skills and methods that keep making them better.

The bottom line is that practice creates habits.  And first we form habits and then they form us.  My question to you is what kind of sales skills are you or your sales team practicing everyday?

My tip for you today is to take one proven sales technique -- either using a script, questioning the red flags, or recording yourself - and commit to practicing it everyday on every call this week.  If you do that, it will become a habit for you and you will quickly see the benefit.

Then do the same thing next week.  Take another Top 20% skill or technique and make it yours and get in the habit of practicing perfection.

If you do this consistently, you'll soon be performing like a Top 20% producer.

I know because this was how I became a Top 20% producer, and I can tell you that it builds on itself -- your closing percentage goes up, your confidence goes up, and soon you’re in the habit of closing like a Top 20% producer.

And it all starts by practicing perfection.  What technique or skill can you incorporate starting today?

 

Real Secrets 027:  5 Ways To Keep Your Prospect Talking

I've always said that the number one skill of a Top 20% producer is his or her ability to listen. Your prospect or client has their own reasons for needing or buying your product or service, but unless you ask questions and shut up and listen, you'll never know what they are.  And in today's economy, knowing how to keep your prospect talking is more important than ever.

A Top 20% closer is an expert at asking questions, layering those questions, questioning the red flags, etc., and at the end of a prospecting call or presentation, they call can tell you exactly where the prospect stands.

The key here is to listen by keeping your prospect talking.

Here are five statements you should begin using today to help keep your prospect talking:

1 "Tell me more." Simple, eh? Yes, but hard to do. 80% of your competition would prefer to pitch, but a Top 20% closer would prefer to listen. Use "tell me more" to encourage this.

2 "Go on." After a prospect appears done, simply say, "Go on," to keep them talking.

3 "What happens next?" This is a great question to use to discover more about the decision process.

4 "What would you ideally like to have happen?" This is a great way to discover your prospect's buying motives.

5 "Oh?" Phrased the right way, this open-ended word can get your prospect to reveal much more than you might think.

There you have it. Five simple ways to keep your prospect talking. Now, see if you can use them to keep yourself from talking!
 by Mike Brooks, Mr. Inside Sales

I've always said that the number one skill of a Top 20% producer is his or her ability to listen. Your prospect or client as their own reasons or for needing or buying your product or service, and unless you ask questions and shut up and listen, you'll never know what they are.  And in today's economy, knowing how to keep your prospect talking is more important than ever.

A Top 20% closer is an expert at asking questions, layering those questions, questioning the red flags, etc., and at the end of a prospecting call or presentation call can tell you exactly where they stand.

The key here is to listen and to keep your prospect talking.

Here are five statements you should begin using today to help keep your prospect talking:

#1 "Tell me more." Simple, eh? Yes, but hard to do. 80% of your competition would prefer to pitch, but a Top 20% closer would prefer to listen. Use "tell me more" to encourage this.

#2 "Go on." After a prospect appears done, simply say, "Go on," to keep them talking.

#3 "What happens next?" This is a great question to use to discover more about the decision process.

#4 "What would you ideally like to have happen?" This is a great way to discover your prospect's buying motives.

#5 "Oh?" Phrased the right way, this open-ended word can get your prospect to reveal much more than you might think.

There you have it. Five simple ways to keep your prospect talking. Now, see if you can use them to keep yourself from talking!

 

Real Secrets 026:  The 5 Best Openings

“How are you today?"  Nothing defines you as a telemarketer or salesperson more than that opening delivered in an obligatory, insincere way (the way 80% of your competition delivers it).

If you want to separate yourself from your competition and actually connect to your prospect, then please use any of the following after you give your name and company name:

1.  “Can you hear me OK?"  My personal favorite.  This opening does a number of things A -  it elicits a yes response, B - it gets them saying yes, and it gets them to really listen.  Not a bad way to start the call.

2.  “Happy Monday!” (or Wednesday, or Thursday, whatever day it is).  You get a lot of traction with this opening, and it really opens your prospect up.

3.  “Is it raining there, too?”  (or hot or foggy, etc.).  Immediately connecting with your prospect on an issue unrelated to sales really gets them talking and takes the pressure off.

4.  “I'm so glad I reached you, I need a little bit of help.  Are you the person who handles XYZ?..." This is a great technique because you immediately make them feel important.  Works every time.

5.  “How your day going?"  This is the alternative to “How are you today," and it only works if you are sincere and if you actually listen to how their day is going.  Please, listen and respond accordingly.

So there you have it - five techniques that will separate you from your competition when cold calling a prospect.

Have some fun with these, vary them, find the one you’re most comfortable with.  But most of all, use them.  Believe me, your prospect will be happy you did, and so will you!

 

Based on the response I received from last week’s Pod Cast, I wanted to stay on the topic of Attitude and Motivation this week. 

You know, I get asked all the time what the key to getting or staying motivated is.  While we all know that getting a lot of no’s can be discouraging, we also  know how much better things go when we’re highly motivated – nothing can stop us! 

So what is the key to staying motivated?

In my opinion, it all starts with asking yourself one question: “Are you taking action in your life based out of the circumstances of your life, or out of the vision you’ve created for your life?”

That’s the one question all top performers live their lives by, and it is the one question that keeps us motivated, some would even say driven, to succeed.  And it’s a question YOU need to get in the habit of asking yourself right away.

And what do I mean by vision?

I don’t know if you’ve ever heard of a guy named Ray Kroc.  But when Ray was 52 years old, he was broke, had diabetes, just had his gallbladder and part of his thyroid removed.  Ray’s circumstances weren’t very encouraging, but Ray had a vision to open a fast serve style hamburger restaurant and believed that if he served fresh food, prepared quickly and inexpensively, that people would come.

This was a big vision given it was in the late 50’s when eating at home was a family tradition.  But Ray had a vision.  And each morning Ray woke up and took action out of his vision rather than his circumstances.  Ray’s vision resulted in his burger stand being slightly successful and they now call it McDonalds…

Same thing with a surfer girl in Hawaii named Bethany Hamilton.  Surfing since she was five, Bethany had a vision to become a world champion surfer, but circumstances intervened. 

When she was thirteen, she was attacked by a tiger shark that bit off her left arm from the shoulder.  She nearly died.  Yet just six months later, she choose to take action out of her vision, and she overcame her enormous fear and disability and was surfing competitively – and winning.

In 2004, ESPN named her “Comeback Athlete of the Year.”

Think about the circumstances in your own life.  How’s the economy?  How’s your territory?  What are your bills like?  Other personal challenges?  When you wake up in the morning, are you choosing to take action based on the circumstances in your life, or do you have a vision for your success and where you’re ultimately going?

Another word for vision is goals.  We’re in the second week of 2009, and I hope you have a specific production number you’re committed to for this year.  And how about five years from now?  What is the vision for your life that is driving you??

If you haven’t developed your vision yet, then make that your top priority.  If you need help, then contact me to find out how I can help you not only identify your vision, but how I can help you take specific actions for its accomplishment. 

Visit my coaching page for one on one help on my website:  http://www.mrinsidesales.com/coaching.htm

Also, call my office for information on my ongoing Top 20% Inside Sales Training Boot Camps. 

The bottom line is that only a solid vision will keep you motivated.  If you don’t have one, then circumstances will always distract and deflate you.  Remember: It’s not what happens to you that determine your results – it’s what you choose to do next that does.

And if you don’t have a vision driving that decision, then you will be missing the key that will keep you motivated.

 

 

 

First of all, Happy New Year, and I want to stress the NEW portion of that.  This is a NEW year, and I want to caution you against bringing your OLD attitude into 2009.  Are things tough out there?  Of course they are. 

Does that mean that every company and sales person is going to have a bad year?  Of course not!  Some companies and sales reps are going to have the best year they’ve ever had – and that can be you, too.  And it all starts with your ATTITUDE!!

You know, I was speaking with a client the other day about the economy and business, and he said something that surprised me.  We were talking about spending money on advertising, and just as I was waiting for him to tell me he was pulling back, he told me he was charging ahead as aggressively as he could.  When I asked him why, he told me:

“Most companies are pulling back right now,” he said “And in a few months when things have stabilized, and they begin to move, I’ll be way ahead of them.

He said, “This is the time to grab market share, get a jump on my competition, and to put myself in a position to capitalize as things turn around – which they will.”

As I listened to him, I noticed something interesting - my own attitude started to turn around.

“You see,” he continued, “After the president gets sworn in, things are going to settle down. Oh they may be touch and go for a bit, but after a while business will improve and companies will start focusing on growing again.  They always have, and they always will.

“The smartest thing I can do right now is to keep getting better.  Improve my training, improve my products, and improve my advertising.  Everything I do now will pay off Big Time over the next 6 - 8 months, and it will all give me a tremendous edge on the other companies who are sitting on the sidelines right now.”

When we concluded the call, I was sold.  He was right – things are going to change, and everything I do today will make me more successful when it does. 

As I thought about that call, I realized how true the saying, “Attitudes are contagious” is.  After weeks of hearing prospects tell me “We’re just sitting tight,” or some variation on that, I had begun to expect that from the prospects and clients I was contacting, and I’m sure that deflated attitude was coming across.

Today, I don’t let my prospect’s “recession attitude” infect me.  Rather, I realize that after a call or interaction, somebody is going to give somebody their attitude, and I’m going to make sure they get mine.  When I speak with prospects today, I give them a heavy dose of my attitude, and that’s keeping me positive, getting me deals, and attracting more clients to me.  It also makes my prospects happy to hear from me! 

When they hang up the phone, I know that I’ve helped them get more positive and they like that. 

If you’re struggling right now, ask yourself: “Would you want someone to catch your current attitude?”

If not, then take it from me and my client – be aggressive, be positive, and expect things to turn around as they will.  And in the meantime, don’t let your prospect’s attitude affect you – rather, concentrate on infecting them with your “Can Do” attitude.  You’ll both be better off for it! 

So start today – script out a positive response to the common negative attitudes you’ll run into this week.  Practice being positive on each call learn and develop a recession-proof attitude!  It’ll go a long way to making 2009 your best year yet!

 

Let’s talk about the importance of enthusiasm.

One day I was having my Volvo serviced, and as I waited for it to be brought out, I wandered onto the new car showroom. There on the floor was a Special S60 R – their Rally version and it looked pretty sweet. As I sat in it, someone came up and asked me what I thought and I said, “It’s OK.”

I asked him if he was one of the sales reps, and he said he was new to sales having worked for the Volvo factory for the last 10 years. He then asked me how much I knew about the car. “Not much,” was my answer.

And that’s when it began. Jim seemed to change as he began to tell me what a phenomenal car the R series was. Did I know that the brakes alone were of racing pedigree and the best brakes Volvo ever made? And that they were found only on the Rally model?

Did I know about the torque of the engine and that the Rally had the only hand made engine Volvo every produced?

One and on he went, covering each part of the car to the racing bucket seats, down to the hand stitched leather. And the price! My God! This was the best value, dollar for dollar, of any car on the market, period.

And the performance! Would I like to take a test drive? “Heck Yeah!” I heard myself saying.

Well, as I drove the car – and it was sweet to drive – Jim talked even more about how great this car was. I soon found that I was completely caught up in his enthusiasm, and before I knew it, I was back at the dealership talking prices, payments and delivery terms!

I ended up getting away with an “I need to think about it,” but I’ve got to tell you, that car, and Jim’s enthusiasm for it, sticks with me today. Had I actually been shopping for a new car, I would have bought it – and been happy I did!

What this reminded me of is how important your belief in your product or service is. Enthusiasm really IS contagious, and many times your customers buy your belief in your product as well as the product itself.

So your assignment this week is to ask yourself, “How can you inject genuine enthusiasm into your presentation?” Ask yourself why you choose to work at your company and what part of your product or service are you particularly proud or excited about?

Once you’ve identified these things, be enthusiastic about them and let your prospects and customers know why you are there. And why they should be, too.

And before you go into your next presentation, ask yourself, “Would you buy from you today?”

Meeting Objections Head On

Now let’s talk about meeting objections head on.  I’ll tell you something about objections -- most of the time they are smokescreens hiding the real reason your prospect isn’t moving forward.  You know this to be true.  Most of the time when your prospect puts off making a decision, they will give you some objection that you can't overcome and when you try you just get a whole new objection and have to start over.

Isn't that the way it usually goes?

There are a couple ways of dealing with objections, and the most effective is to question and isolate before you answer it.  That was last week's article and if you missed it, Click Here to visit my blog.

There is also another way to deal with smokescreens and objections, and that is to meet them head on.  In other words, to call your prospect bluff.  Here's how this works with the objection, “I want to think about it."

When you get this objection, say:

“You know ________, whenever I say that to a sales rep I really mean one of three things.  I either don't fully understand it, or I’m interested but not sold on it yet, or I’m not really interested isn't, or I have something else in mind, or the timing isn’t right or something else.  Which is it for you?"

This is a great way to handle this objection because it gives them the way out.  They will either tell you they really are interested and what they need to think about, or they will level with you and so keep you from wasting any more valuable time.  Either way you win.

I recommend you use this kind of approach whenever you get an objection you feel is a stall or serious smokescreen.  Meet it head-on!  Wouldn't it feel better to know the truth now than to spend weeks chasing and begging?  Of course it would!

So script this out to match your product or service and begin using it today.  You’ll feel so much better, and you’ll close more business.  And that’s what’s you’re looking for isn’t it?

Straight Selling – The Quickest Path To The Top 20%

Now let’s talk about Straight Selling techniques. 

What do you think is one of the biggest differences between the Top 20% and the bottom 80%?

The answer is that the bottom 80% are still using stale, phony techniques that don’t work, and they are still trying to trick the gatekeepers and assistants as they try to get to the decision maker.

All this does is identify them as another pesky sales rep trying to sell something the prospect doesn’t want.

The Top 20%, on the other hand, have found that by being honest and real – I call it “Straight Selling”- they not only differentiate themselves from their so called competition, but they are also able to make a real connection and so establish the rapport crucial for any sales transaction. 

Here are a couple of scripts you can use to begin practicing straight selling:

If while cold calling your prospect says they are not interested, use this response:

“I don’t blame you________, you’ve never heard of me and you don’t know what my company does or how it can help you.  I’m sure you get sales calls all the time, but I’m also sure that sometimes the calls turn out to be truly worthwhile.  This happens to be one of those calls…” (Now provide a benefit, or ask a question)

If you reach an assistant and are told they would take a message, say:

“You know ________, I’m sure you work closely with _______, right? Great. Listen, I’ll be honest with you – I don’t want to bother you by calling and calling trying to reach _______, so let me tell you why I’m calling and you can tell me if you think this would be something he’d be interested in hearing more about…”  (Now ask qualifying questions to see if they’d be a fit)

If your prospect is avoiding you after you’ve sent info, or is putting you off, try:

“________I’m glad I finally reached you, and let me ask you something and please be honest with me – I’ve tried to connect with you several times, and the timing just never seems to be right.  Level with me – is this just something you’re not really interested in at this time, or do you sincerely want to schedule another time later to go through this with you.  You tell me…”  (Now shut up and listen to their response)

As you can see, these “Straight Selling” techniques will not only give you the respect you deserve, but they will separate the buyers from the non-buyers.  And that is one of the most important Top 20% techniques of all!

How to Avoid the 3 Biggest Cold Calling Mistakes

You know, I hear it over and over again – 80% of your competition incest on making their jobs harder because they keep making three major mistakes every time they cold call.

The good news is that there are easy ways to avoid the them, and I'm going to share them with the right now:

Mistake No. 1: Not Using Instructional Statements.

When the Secretary or receptionist asks your name or why you are calling or who you're calling with, you must not only give them the information, but you must and within instructional statements.  Try

“Yes, please tell them Mike Brooks is holding please"

Use this instructional statement, and you will begin breezing past screeners and gatekeepers, and you’ll avoid 80% of the screening you're getting now.

Mistake No. 2: Repeating an objection.

“Oh, you're not interested?"

"You don't have the money?”

“He's not available?"

Sounds basic, but 80% of your competition unconsciously repeat the objections.  How to avoid this?  Be prepared for the common brush offs you get by writing and using effective Initial Resistance Scripts.

The Top 20% are prepared for these and easily overcome them earning the right to present their product or service.  For Word for Word scripts invest in my “Comprehensive Top 20% Instruction Manual."

Mistake No. 3: Not Questioning the Red Flags.

Oftentimes your prospects will reveal objections that will show up later on and kill the deal.  These “Red Flags" often get by 80% of your competition, and they let them slide hoping they don't come up again.

The Top 20%, however, know they always do come up again, so they qualify them as they come up.  To read how to do this, visit my blog.

If you use the techniques listed above, you'll avoid the 3 biggest mistakes 80% of your competition is making.  You’ll also save energy and get out better leads which will result in more deals.  Use them this week and watch your sales soar!

The Benefits of Layering Questions

For those of you who have seen me live, you know that I am big on questioning your prospects during the qualification stage.  As I’ve said -- they have all the answers as to why they'll buy or not buy, and it is your job to get them to tell you.

While asking questions is certainly a good start, you'll get the most thorough and complete information if you use layering questions.

Layering questions are simply questions that go a little deeper into an area or concern so that you get to the root of what really drives your prospect.

An example of a layering question goes like this:  “Who are you going to be talking with about this decision?" (A nice assumptive question).  And when they say their spouse, you then layer the question by asking – “And what do they think you should do about this?"

Knowing this kind of information gives you the edge when it’s time to close. And layering questions are exactly what you use to get it.

Layering questions are effective, powerful and easy to ask.  Yet 80% of sales reps never use them.  The top 20%, on the other hand, know their value and ask them all the time.  It's part of what makes them the top 20%.

Examples of other layering questions you can use:

“If you decide to move on this investment, how much would you put into it?"

Layering question:  “And is that money liquid now or would you have to move something around?"

Another

“I'll get this quote off to you today, and I'll follow up with you tomorrow at 10 o’clock – would that work?  Great"

Layering question: "Assuming you like it, what is the next step?"

I'm sure you see how this goes, so take a few minutes now and write some of your own.  And then use them!
 

The “Instant Close” Technique

Now let’s talk about the instant close technique.  When I was on vacation in Hawaii, I met a salesperson for Starwood properties.  She was selling ownership units (used to be known as timeshares) for one of the more beautiful properties on Maui -- the Westin, Kaanapali Beach, Maui.

She told me a little about the great value of the properties, about what a wonderful company Starwood is, and then she explained how all the prospects went through an outstanding presentation before she, as a salesperson, got to work with them (close the sale).

I asked her if she would be interested in learning one powerful technique that could increase her closing percentage and eliminate much of the work she was doing.  She was all ears.

I told her that if I was selling this product, the moment I sat with a couple after their presentation I would ask one question: “So, are you ready to make one of the smartest decisions of your lives and become an owner of one of these amazing properties, or do you need me to help you make this decision?"

I’d then shut up and listen.

She thought that was phenomenal.  And why not?  This “instant close” technique works on so many levels:

It's a trial close.
It tells you exactly where the prospect stands. 
It reveals how much work you will have to do to get the sale -- or not! 
It gets right to their main objections.
It saves you an enormous amount of time and energy (And it guarantees you won't talk past the close or introduce new objections.

The best part of this technique, though, is that you can use it on virtually any sale, and it works.  How would you use it in your sale???

So if you're ready to double or even triple your sales this year, then start by using the “instant close” technique -- you'll be amazed by your results.
 

How to Handle the Price Objection

Now on to today’s topic which is how to handle the price objection.  Now here’s what to do: 

When your prospect asks you about the price of your product or service, what's important is not that you tell them, but rather what happens next. 

In fact, let me ask you: “What do you say after you give them the price?"  80% of your competition either:

1)  Remain silent, waiting for them to ask another question
2)  Keep pitching their product or service.
3)  Move onto another qualifying question.

Guess what?  All these responses are wrong.  If you do any of these, you're missing a golden opportunity to find out where your prospect stands in regards to budget.  The right question?  Ask them how they feel or where they stand in regards to the price you just gave them.  Use any of these:

1)  How does that price sound to you?
2)  Is that within your budget?
3)  Which of those price points appeal to you the most?
4)  Is that what you are looking to spend?

Whenever your prospect asks about the price, and you give it, you deserve and must qualify on it.  The top 20% automatically do and move that much closer to getting the information they need to close the sale.

The other 80%?  They miss this golden opportunity because they don't qualify for it.  From here on out, incorporate these price-qualifying questions and always, always use them.  You'll be amazed by your results. 

5 Ways to Have a Great 4th Quarter

For those of you who have been through training with me, or have purchased any of my training material, you know that I am BIG on preparation.  I still maintain that the Top 20% are infinitely more prepared than the bottom 80% who are, for the most part, ad-libbing their way through their sales presentations and careers. 

And it is this preparation that especially shows through during the 4th quarter.  Top 20% producers look forward to the 4th quarter, because they know they are going to reap the benefits of the first part of the year, and they're going to use their skills to finish the year strong.

The bottom 80% are worried and are wondering how far off of their overall goal they are going to be. 

One of the things you can begin doing right now to prepare to have a great 4th quarter is read and apply the ideas in this article.  Use it as a check list to compare what you're doing - and what you're not doing - and then adjust your activities to cover as many of these crucial steps as possible. 

Here are 5 things you need to do NOW to have a great 4th quarter:

#1) Call every existing customer and client you have to get a firm idea of what their end of the year needs are going to be.  The last thing you want to do is let your existing business (often called the "low hanging fruit") go to a competitor who got their first. 

When you find out what their needs are for the 4th quarter, do what you can to capture it in advance - reserve the best spots for them, write up a sample order for them, create a 'pre-order' sale for them - but do everything you can NOW to secure their business in advance. 

#2) Next, do the same thing with your short list of "hot prospects" that you've identified so far this year.  Once again, contact them and do the same thing - arrange dates for your presentation or service to be delivered, create an urgency for the end of the year and let them know that you've penciled them in to take care of their needs, get a specific call back date - and them call them 2 weeks prior to that!

If you can send an email of interest to them, or mail them anything, do so.  It's crucial that you connect now, and give them something so they'll be thinking about you when their need arises. 

#3) Schedule the training you need NOW.  Make sure your team has fresh ideas, techniques and strategies in place by October.  Now is the time to get your team sharp, to get them effective scripts, and to learn the most effective techniques so they are ready to go when the business is flying. 

Obviously, I'm available to help you with your training needs, and you should check out my website for any new Boot Camps or in person training events I’m having. 

#4) Quick, can you tell me what your revenue and income goal is for the 4th quarter?

You must goal set your exact production and income numbers and begin affirming their result NOW.  You will produce exactly what you think you will, and for this reason it's so important to identify in advance what that revenue figure is going to be. 

I'd like to recommend two great books to help you with this.  One is Jeb Blount's "PowerPrinciples", and the other is Dr. Robert Anthony's "Beyond Positive Thinking".  You should buy them both on Amazon today and read them over what's left of this summer.

#5) Commit to making just 10 more prospecting calls per day for the rest of the year.  Now I know that doesn't sound like a lot, does it? 

But when you work it out, you'll find that you'll be making an additional 1,050 prospecting calls between now and the end of the year!  How many more clients, deals, and dollars in your pocket would that mean for you and your team??

I'll guarantee you that the bottom 80% aren't going to be doing any of what you've just read.  But if you commit today to implementing these 5 ideas, you'll be smiling all the way into the New Year.

And isn't that what you really want?

 

 

How to Keep Control of the Call

You know, I've been listening to a lot of sales rep's recordings these days while I prepare for some custom inside sales training seminars, and I can't tell you how bad I feel for them!  I mean, over and over I hear these reps get manhandled by their prospects.  I'm sure many of you know what I mean.

A prospect will call in and start asking questions, and suddenly you've lost all control of the call, you're completely at the mercy of the prospect, and after about 5 minutes, they've drained you of all the information they need and they then leave you like an old used car abandoned in the desert.  Feels pretty bad, doesn't it?

Well, here's the good news: it doesn't have to be that way!  In fact, by using this one technique, you can immediately answer their question, qualify them, and take control of the call.  The technique?  Simply ask them a question after you answer theirs.  Goes like this:

Prospect: "So how much does that cost?"

You: "Just $449.  Is that what you were looking to spend today?"

Prospect:  "How many leads do I get for that program?"

You:  "You get 5 leads for $199 a month, and 10 leads for just $250 a month.  Which sounds better to you?"

Prospect:  "That's way too much money.  I don't have that in the budget."

You:  "How much do you have the budget for this?"  or  "If you did have that much, does this sound like something that would work for you?"

Prospect:  "How much do I get for a trade in?"

You:  "Which model were you thinking of trading that in for?"

Prospect:  "I'm checking prices on the XYZ widgets.  What is your best price today?"

You:  "I'd be happy to match or beat anything you've found so far.  What is the best price you've been quoted?"

And on and on.  Do you see how much better this is?  Do you see how much more control you'll have if you just start answering a question with a question?  Believe me, this is one of the easiest things you can do to keep control of the call, qualify your prospect, and gain the valuable information you'll need to make a sale. 

I'm sure you can see why, can't you?  Then start using it on your next call, and take your control back!

How to Qualify Before You Send Information

In response to last week's Podcast on ‘Just send some information,’ someone emailed me and said that: “Sometimes it takes five to seven ‘touches’ before someone will buy, and sending information begins that process.  How do I strike a balance or know when to just cut bait and not send anything?"

I understand it's important to build relationships and that sending information is part of a process, but that doesn't mean you shouldn't disqualify those who are just looking for an easy way to get you off the phone, or who are trying to blow you off.  What you must do is ask questions, like:

“I'd be happy to, what other kind of information, companies, or solutions are you looking at now?"

This tells you how many other people they have given this line to (and how many brochures they’ve collected and who your competition is), and then:

“And what do you like so far?"

This tells you about their decision process and chances are any objections or stalls they mention will be the same you'll get when you call back as well!

“What has kept you from moving ahead with that?"

Again, this will reveal their objections (as well as some of their buying motives perhaps)..  They may also come right out and say why they aren't buying anything right now (and this would obviously apply to your information or product as well)

I'm sure you can think of some of your own questions, but the point is that before you just send your information, you've got to do your job and qualify – or, as I like to say, Disqualify out the non-buyers!

Real Secrets 012: Just Send Your Information

Just Send Your Information

Today’s Top 20% Secret will help you deal the age old brush off of “Just Send Your Information”

Let’s face it, of all the brush offs, “just send some information" is one of the most common and deceiving of all.  “But they didn't say no," 80% of sales reps will say.  “Maybe after they see my information, they'll become interested," they think.

Yeah, right.  And maybe I'll buy the winning lottery ticket today.

If your information did the selling for you, they would need you.  All they would have to do is send out information and then deposit checks, but it doesn't work like that does it?  So what to do?

Call your prospect out on this obvious attempt to blow you off!  Try saying this:

“I would be happy to.  Let's say you like what you see, what would happen next?"

Or even stronger:

“I'll be happy to.  If you like what you see, will you be ready to buy at that point?"

In other words, use a trial close, and then listen and think before responding.  And any answer that is not a “yes” is a red flag, and that means you've got some disqualifying to do.

Just remember -- the Top 20% would rather get a no now rather than take the time to mail out literature and then spend days and weeks chasing unqualified leads.  And this should be your attitude, too.  So use the above scripts, listen to their response, and act accordingly.  Whatever you do, don't “just send out some information!”

The Power of Trial Closes

Today’s Top 20% Secret will show you how to use trial closes to become more effective selling over the phone.

Many people find selling over the phone challenging because you don't have all the visual cues to tell you how your prospect is reacting to your presentation.  Are the bored?  Ready to buy?  Did they understand what you just said?  Are they with you? 

80% of sales people can't answer any of these questions, but Top 20% producers can.

And that's because the Top 20% use trial closes -- both while qualifying and closing -- to get this crucial information.

Trial closes can be as innocent as:

 Are you with me on that?"  Or “Does that make sense?"

Two more targeted:

 “Is that what you are looking for?" Or “Is that going to fit your situation?"  Or “Is that within your budget?"  Or “Can you see the benefit here?"

To downright near closing questions:

 “If this was all you knew about this, would you be tempted to buy it/go with it/hire us?" Or, “Does this sound like the solution you need?"  Or “Am I getting close to having a new client?"

Trial closes are an excellent way for you to take your prospect’s pulse, and to find out how close you are to the sale.  If you're not using them, you're missing out.  Go ahead and print these trial closes out and begin incorporating them in your sales presentation.  You’ll be glad you did.

 

How to Use Assumptive Questions

Now on to Today’s Top 20% Secret which will teach you how to ask assumptive questions which will give you the information you’ll need to close more business.

You know, there are all kinds of questions a sales rep can ask -- closed-ended, open-ended, directive, etc. -- but none are more valuable than the assumption question.

While 80% of your competition use closed ended questions – “Are you the decision maker on this?" only the Top 20% use and value the proper use of the assumption question.

The main benefit of using an assumptive question is that it often catches your prospect off guard and eliminates the smoke screens they are so used to giving.  Let's take the above example of the decision maker.

To start with, most prospects you speak with will involve others in the decision-making process.  But most of them won't tell you this until the end of your presentation.

Asking the closed-end question “Are you the decision maker," often prompts them to say yes and so avoids further qualifying from you.  But if you've been in sales a while, you know the “I've got to talk to _______” objection still surfaces -- usually at the very end.

Using an assumption question can often smoke this out.  Here's what to say:

“________ who else will you be speaking with in regards to this decision?"

When you ask an assumptive question like this, your prospect will often volunteer crucial information you will need to close the sale later on -- information that 80% of your competition isn't getting.

And you will usually get this information by using these kinds of assumption questions.  Here are a few more you can use:

For budget:  “________ most of my clients have a price range in mind when considering this, what is yours?"

To sell bigger orders – “________ most of my clients want the discount that comes from ordering this by the (case, unit, multiple month contract, etc.), is that how you want to do this is well?

Assume the close – “________  I’ve been looking forward to getting back with you today.  I'm sure you (reviewed the information, brochure, material, etc.) and liked what you saw.  Did you want to start with (X size order) today, or take the (larger) order?"

The assumption questioning technique can be used throughout your sales process and will immediately make you a better closer.  My question to you is, “How many current questions can you change so they become assumptive?"

The more you change, the more sales you will make.

Don’t Answer Objections, Isolate Them!

 

OK, today’s Top 20% deals with how to properly handle objections.

 

Let’s fact it, most sales reps hate getting objections.  Their hearts sink into their stomachs, their palms start to sweat, and they start wondering how they're going to pay the rent.  Sound familiar?

 

When sales reps ask me how they should handle objections, they are often surprised by my answer.  I tell them they should never answer objections.  When they look at me like I'm crazy, I explain:

 

“Objections are often stalls or smokescreens hiding other objections that your prospect doesn't want to disclose.  As soon as you begin answering objections, have you ever found that they have another and yet another?"

 

“Oh, yeah,” they say.  So here’s what you should do:

 

Instead of answering an objection you must first isolate and question it.  Let's take two of the most common ones – “Your price is too high," and “I need to speak with, talk to…"

 

If your client says, “Your prices too high," you should respond with:

 

“I can understand that, and let me ask you a question -- if this price was exactly what you were willing to pay, is this (your product/service, etc.) the solution you would go with today?"

 

Now that you've isolated the objection you will see if price really is the only objection.  Any answer other than ‘yes’ and price isn't what is stopping your prospect form moving forward (which means you have more work to do to find out what is!)

 

Same thing with the “I've got to speak to, talk this over with….” objection.  You should say:

 

“I can totally understand that, prospect’s name, and let me ask you -- if you did speak with _______ and they said whatever you thought was fine with them, would you go with this today?"

 

Again, any answer other than ‘yes’ and that objection is just a stall.  Answering it will get you nowhere.

 

Do you see how this works?  The whole point of questioning and isolating the objection first is to uncover what is really holding your prospect back.

 

And until you find that out, there will be no deal.

 

So stop answering objections and start isolating them.  You will become a much stronger closer, and you'll begin making more sales.  Kind of like the Top 20% do!

 

Have a great week!.

 

Another Way to Double Your Closing Ratio

 

With Today’s Top 20% Secret, I’m going to share with you another technique you can use to instantly double your closing ratio.

I talk a lot about the techniques that separate the Top 20% of the money earners from the other 80%.  As you know, this newsletter is dedicated to providing you, often word for word, with the exact tools, tips and strategies that you, too, can use to become a Top 20% producer.  And today I'm going to share with you one of the most effective and easiest ways to double your sales.  And it has to do with what you say when you call a prospect back to close the sale.

Here's what 80% of the inside sales reps currently say:

“Oh hi, this is _______ with the XYZ Company.  I'm calling to follow up on the  (proposal, information, etc.).  Did you have a chance to review that?"

Or, another equally weak opening most sales reps use is:

“Hi, this is ________ with the XYZ Company, how are you?  Good, I was just calling to see what you thought of the (proposal, information, etc.)?"

Wrong, wrong, wrong!  I cringe when I hear sales reps open the close this way!  First, you're giving all control over to your prospect -- why would you want to do that?  Second, you're just opening yourself up for a stall or put off – “No, I haven't had time yet, why don’t you call me back next week?"

If you want to be a Top 20% closer, strike the phrases “just calling to follow up" and “just wanted to see if you..." out of your pitch – FOREVER!

Here is how the Top 20% start their closing callbacks, and how you can double your sales starting with your very next call:

“Hi _______ this is ______ ______ with the ABC Company.  You know, I've been looking forward to getting back with you and getting you started with our (award-winning newsletter, number one industry ranked product, world-class service -- fill in your product/service/investment here).  I know you'll be as happy and satisfied as my other clients are.

Now, I'm sure you (read/received the information), and I'm sure you see how it will benefit you.  My question is: do you want to start with our professional position of _______, or does the _______ position work better for you?”

Now shut up and listen.  Earth shattering to you?  Perhaps it is.  But so will be your results.  This works on so many levels:

1) You're asking for the deal right away (and you’ll be surprised because some will buy on the spot!)

2) It immediately starts the close on an assumptive and positive note. 

3) You eliminate any put-offs and stalls.

4) You immediately get the prospect to tell you where they stand and what they're thinking (and what you'll need to do to close the sale).

This is a powerful technique.  I guarantee that if you begin using this approach on every sales call, you will be well on your way to doubling your closing percentage and income.

But don't take my word for it -- try it and let me know your results.

I look forward to hearing from you.

 

Real Secrets 007: Double Your Sales in 90 Days

Today’s Top 20% Secret is Discovering and Learning the one technique you can use to double your sales in just 90 days.

Sounds too good to be true, doesn’t it?  Stan Billue, a top telemarketing sales trainer in the late 80’s, claimed that he had a sure fire technique that could double your sales in 90 days if you just followed it.  So I did.  And it worked!

The technique?  Record your calls.  Everything that you are doing right, and every area you need to improve in will be revealed to you in just a few days.  And by being able to calmly listen to your qualifying/closing calls all the way through, here are just a few of things you’ll hear that you’re probably missing:

·What your prospect’s true buying motives are.
·What your prospect’s objections are.
·Whether or not you listened to these and answered them.
·Whether you were listening at all.
·How often you talked past the close.
·How many objections you created.
·Whether you heard their objections and answered them and then confirmed your answer and asked for the order—or just kept pitching!

Everything will be there on tape and you and your manager can then go about correcting your technique and immediately improving your success on the phone.  The bottom line for all sales teams and sales reps is that if your fundamentals and techniques are wrong, then you will keep getting the same results -- you won't make quotas, you will be frustrated at the end of each day, and you won't improve.  Period.

You must correct the fundamental problems.  And to do this you must first know what they are!  Recording your calls is the fastest, easiest, and best way to do this.  All highly successful companies do this all the time.  Start listening to the next on hold message you get and I'll bet you hear, “Please note that this call is being recorded for training and quality assurance."  Guess what they are doing with these recordings?  They are using them to train and improve their inside sales teams!

Without a doubt, this one technique was the most important thing I did that catapulted me into the Top 20%.  I relentlessly recorded myself and began improving in all areas and on each and every call.  I listened to them at lunch, on the drive home, with my manager, etc.  Because of recording myself, I literally doubled my income in 90 days.  And I never looked back.

For managers and business owners, recording your sales reps is the single most important thing you can do to increase revenues. 
·Want to know why someone is in making sales?  Record them and you'll have your answer in the day. 
·Want to see if your training is working?  Record them before and after see how many reps are implementing your training. 
·Want great sales training material for your next meeting?  Record your top reps and play the good parts in your next meeting.

Bottom line -- if you want to double your sales and income selling over the phone, and want the fastest most effective way to do this, then go to Radio Shack today (or search online) and have a recorder in place tomorrow.  Start recording and listening to your tapes, correcting your fundamentals, and watch your closing rate and income soar.

Today’s Top 20% Secret is about Time management.

I don't know about you, but 24 hours in a day doesn’t seem like it’s enough. And 8 - 9 hours for work just barely covers the paperwork, order follow-up, client calls, e-mails that need answering, voicemail messages, etc. 

"And you mean you want me to prospect and find closing time, too?  What, are you kidding?!”

Sound familiar?  It should.  Sales reps and their managers constantly tell me they are on the run the moment they get in the office.  Just opening and answering their email can take them on an hour journey away from what they should, want, or need to be doing to drive sales (like the prospecting calls or reorder calls).  What to do?

I just finished giving a seminar on time management to a company here in Southern California, and boy did I need the reminder.  I'm much better - and so are they – now that I'm following these Five Keys to Time Management.  Use them and you'll feel better too!
 

Key #1 - Begin each day with a written list of three priorities.  Ask yourself: “What are the three things that are crucial for me to accomplish today?"  (Hint: ask yourself what 3 things you can do today that will most affect your bottom line, meaning, dollars in your pocket?)  Write them down -- in order of importance and then….

Key #2 - Start each day with your top three priorities and work each one through until it's done.  Then cross it off and work on the next one.  Resist the temptation to multitask.  Working each one through to completeness is the key.  Make sure and cross each one off when you're done!
This builds momentum, a sense of accomplishment and empowerment, and most importantly you'll actually be getting your important priorities done each day.

Key #3 - Start with your most important (or most difficult) task first.  Accomplishing one or two important tasks always leads to more success -- and always frees up the most energy.  Once those “mountains" are out of the way, you can easily and more enjoyably take on your other priorities.
Most people do the opposite: they put off the hard (and most important stuff) and get caught up in the time robbers.  This is a sure recipe for feeling overwhelmed.  Do the opposite -- start with the hard, and watch your day get easier!

Key # 4 - Group your other activities.  Paperwork, checking e-mail, checking voicemail, etc., are incredible time drains.  The worst thing to do is to keep checking them every few minutes.  Make a schedule - perhaps after you cross off a priority, you allow 15 minutes to check these things and then go right back to your next priority.  Paperwork and other non-essential activities especially are best grouped at the end of the day.

Although these things seem important (and some are) don't keep getting tangled up in them. You must stick to your top three or five priorities (like 2-3 hours a day spent cold calling -- a top five priority that pays for itself many times over).  Grouping your activities allows you to get all of the other ‘stuff’ done but not at the expense of your priorities.

Key #5 - Prepare your next day the night before.  Before you leave the office, make sure you have your written list of priorities and grouped activities timed and written down.  This helps you get off to a running start, and allows you to mentally prepare for your day the night before.  It also allows you to get more rest because you're not worrying about or planning your day as you're trying to fall asleep at night.

These are the Five Keys to Time Management.  Any one of these Keys will make you more productive, reduce your stress, and help you squeeze more out of your day.  Use them and you'll get more done - and you'll feel better!

So go ahead and start right now.  With your top three priorities for today?

Secrets to Assuming the Close

You know I talk a lot about the techniques that separate the Top 20% of the money earners from the other 80%.  As you know, this Podcast is dedicated to providing you with the tools, tips and strategies that you, too, can use to become a Top 20% producer.
And today I'm going to share with you one of the most effective and easiest ways to double your sales.  And it has to do with what you say when you call a prospect back to close the sale.

Here's what 80% of the inside sales reps currently say:

“Oh hi, this is _______ with the XYZ Company.  I'm calling to follow up on the  (proposal, information, etc.).  Did you have a chance to review that?"

Or, another equally weak opening most sales reps use is:

“Hi, this is ________ with the XYZ Company, how are you?  Good, I was just calling to see what you thought of the (proposal, information, etc.)?"

Wrong, wrong, wrong!  I cringe when I hear sales reps open the close this way!  First, you're giving all control over to your prospect -- why would you want to do that? 

Second, you're just opening yourself up for a stall or put off – “No, I haven't had time yet, why don’t you call me back next week?"
If you want to be a Top 20% closer, strike the phrases “just calling to follow up" and “just wanted to see if you..." out of your pitch – FOREVER!

Here is how the Top 20% start their closing callbacks, and how you can double your sales starting with your very next call:

“Hi _______ this is ______ ______ with the ABC Company.  You know, I've been looking forward to getting back with you and getting you started with our (award-winning newsletter, number one industry ranked product, world-class service -- fill in your product/service/investment here).  I know you'll be as happy and satisfied as my other clients are.
Now, I'm sure you (read/received the information), and I'm sure you see how it will benefit you.  My question is: do you want to start with our professional position of _______, or does the _______ position work better for you?”

Now shut up and listen.  Earth shattering to you?  Perhaps it is.  But so will be your results.  This works on so many levels:

1) You're asking for the deal right away (and you’ll be surprised because some will buy on the spot!)

2) It immediately starts the close on an assumptive and positive note. 

3) You eliminate any put-offs and stalls.

4) You immediately get the prospect to tell you where they stand and what they're thinking (and what you'll need to do to close the sale).

This is a powerful technique.  I guarantee that if you begin using this approach on every sales call, you will be well on your way to doubling your closing percentage and income.
But don't take my word for it -- try it and let me know your results.

Now as I promised last week, today I’m going to give you some specific scripts and techniques to deal with Red Flags.

 

In fact, one of the biggest mistakes 80% of salespeople make when qualifying is to overlook or not react to obvious Red Flags prospects give during the initial call.

 

In their haste or desperation to “generate a lead" or to “fill their pipeline." most sales reps hope that the possible objection they just heard will miraculously go away once the prospect sees their information or product or service, etc.

 

But you all know from experience -- it never does.  In fact, the law for calling back leads is that:

 

“Leads Never Get Better." 

 

What appears to be an objection or deal killer always is.

 

Red Flags are those answers – or non-answers - prospects give you that make your gut hurt.  It’s the answers or vague blow offs they give you that mean they’re going to be a tough close, or hard to reach, or not very cooperative when you get back to them.   You know what I mean.

 

So what to do?  Do what the Top 20% -- as soon as you hear something that triggers your intuition or that gives you that feeling in your gut, stop and ask the tough questions! 

 

Here are some examples:

 

If someone says that they usually buy from ________, but would like to see your information, ask:

 

“Why would you switch vendors?"  Or

 

“How many other companies have you looked at in the last six months?"

 

And then: "And how many did you go with?" 

 

If someone says that they will pass it on to ________, say:

 

“Thanks.  So that I make sure I'm not wasting her time it's best that I speak with her for just a few minutes.  Can you please tell her that (your name) is holding please?"  (If you're then told they are not available, make sure and get their direct line or the person's extension and keep calling until she picks up.

 

If someone says you can send them your information (a sure blow off), ask:

 

“Great, and after you see it and if you think that it can help you, when would you move on it?"

 

OR,

 

“Great.  And let me ask you a question: What would you need to see in it to put me and my company to work for you?”

 

Or,

 

“Mr Prospect, I sometimes tell people I’m trying to get off the phone to Just Send Their Information, when I’m not really that interested.  Is that the case here – or are you really serious about considering me and my company as a potential solution?

 

 

And so on.

 

The bottom line is that if you want to close like the top 20% then you have to start questioning the Red Flags. 

 

Remember: It's better to disqualify the non buyers early then to spend your time and energy chasing and pitching people who are never going to buy.

 

Plus it means that you have more time to find real buyers. 

 

So this week, write up questions to the Red Flags you currently get and begin using them!  You'll feel so much stronger as a closer, and you’ll begin making more money.  Believe me, it’s a win/win. 

 

And if you need more scripts and questions like this, visit my website and check out my 110 page ebook: “The Complete Book of Phone Scripts”. 

 

You’ll be happy you did!

 

 

You know I received a lot of email last week from people who wanted to know more about this concept of Disqualifying rather than qualifying leads.

When I was in the financial industry, I’ll always remember that the top closer in the office used to hold his lead cards over the trash while he was qualifying people.  And as he got answers he didn’t like, he’d lower the lead closer and closer into the mouth of trash can. 

After three vague or suspect answers from the prospect, he’d let the lead fall away and he’d move on. 

Isn’t that a great image? 

The bottom line is that 80% of your competition is trying to create a qualified lead from prospects who will never buy, while Top 20% producers are more interested in finding the real buyers -- not in generating useless leads.

And the way they do that this is by disqualifying prospects rather than qualifying them.

It’s the attitude shift here is that's so important.  80% of sales reps are desperate to “fill their pipelines," as we talked about last week, and they’ll send out anybody with the pulse just so they have someone to pitch later on. 
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Companies and sales managers train them in this way (a big waste of time and money), and then the sales reps spend their time chasing unqualified leads, getting rejected, practicing poor sales skills, and barely getting by. 

Sound familiar?

It's sad, but that's how 80% of your competition spend their sales careers.  This leads to poor morale, upset managers, and a lot of turn over.

The Top 20%, however, would never think of sending out unqualified leads and instead eliminate prospects who don't fit their strict criteria of a buyer.  The Top 20% have the mindset to disqualify rather than qualify and usually send out the fewest leads in the office, but they have the highest closing rates and they make the most amount of money.

Now for the Top 20%, part of disqualifying means stopping and questioning the “red flags" they get,

It means asking the tough questions about budget, about real interest, about decision timelines, and decision processes. 

When they are done with the qualification call they can tell you why the prospect will buy, what it will take, and in many cases they've asked trial closes and can tell you when the prospect will buy.

The bottom 80% are afraid of asking these tough questions and they pay a steep price because of it. 

If you're listening to this podcast, and you’re in sales, then I know you know the difference between these two ways prospecting, and right now in your career you have a decision to make: 

Either keep chasing unqualified leads, or step up to the plate and learn how to be a Top 20% producer.

If you’re ready to become a Top 20% producer, then congratulations!  In next week’s podcast I’m going to give you word for word scripts on how to question some of the red flags you get while qualifying.  So make sure and tune in.

Throw Your Sales Pipeline Away

Now I know you're all familiar with the idea of the sales pipeline, right? You go out and cold call, prospect and generate as many leads as you can. You put all these leads into your pipeline and then hope and pray that some of them come out the other end and turn deals, right? 

That's the basic idea and it’s how almost every sales company I've ever worked with or have read about currently run their sales departments.  When managers draw this on the board, it looks like a funnel, doesn’t it?  The larger end at the top is where you put all those leads, and then you watch the smaller bottom end waiting for some deals to trickle out.

In fact, there are even ratios and numbers you assign to measure this. Out of 10 leads you might close one deal, or out of 15 leads close one or two deals, and so on.

Now, this is how 80 to 90% of salespeople and companies run their business.

But not the Top 20%

You see, there are problems with the pipeline idea. The biggest problem is that 80% of salespeople are more focused on putting prospects into the pipeline than they are on really qualifying who goes in it.

Their motto is, "If I throw enough crap on the wall, some of it will stick." Well, excuse the pun, but that method stinks. And top closers know this

The Top 20% have thrown their sales pipeline away and instead they use a sales cylinder. They spend most of their time disqualifying prospects and only let in the select few who are highly qualified and most likely to buy.

They know they don't need practice pitching unqualified leads, rather they need practice finding real buyers.

Because of this, the Top 20% usually generate the lowest number of leads but have the highest closing rates in the office. In other words the same number of leads that go into their cylinder usually come out.

Here are 5 things you can do today to begin exchanging your pipeline for a sales cylinder. 

Number 1: Look at all the leads currently in your pipeline and assign a #1 to the ones you know will buy, a #2 to those that might buy, and a #3 to those you have no idea about or probably won't buy.

Number 2:  Now this is going to take some courage, but  Throw your #3 leads away!

Alright – you may not be ready for that stage yet, so at least close them hard and get an immediate decision)

Number 3: Determine what your current closing ratio is on each group of leads.  It should be pretty high on the #1 leads, and pretty bad on the #3 leads...

Number 4: From now on reduce the number of leads you send out by half. Either disqualify out the #3 category leads, and trial close potential #1's and 2's before putting them in your sales cylinder. 

Number 5: Repeat the process with each batch of leads that you turn into prospects. 

Bottom line -- if you want to become a Top 20% closer then you have to stop spending time with unqualified leads and start spending time finding, qualifying and closing real buyers.

In my coming podcasts, I’ll show you exactly how to go about doing just that.

“How to save Gas AND make more sales: The 5 Secrets of Top 20% Producers”

I don’t have to tell you that times are hard for companies these days.  And that means hard on you, too, the sales rep.  Now when companies tell you that they don’t have the budget, you really believe them, don’t you? 

Well not the Top 20%. 

Top 20% producers are still making 80% of the sales because they know how to adapt in a changing market like the one we’re in today.  They also know that companies are still buying their products and services, and what they are doing is adjusting how they sell so they can be more efficient with their time and energy.  And one of their top priories these days is improving their phone skills. 

Whether you only prospect and set appointments by phone, or if your entire sales cycle is conducted by phone, learning to use the phone more effectively is going to be crucial to your success in today’s economic environment.

Here is Part One of 5 Secrets of Top 20% producers and 5 critical phone skills you need to master today:

Secret #1:  Use the phone to disqualify prospects rather than qualify them.  With gas prices around $5 a gallon, the last thing you want to do is set a bunch of unqualified or so/so appointments and then spend your time, energy, and gas running around accomplishing nothing. 

So do what the Top 20% do: when they get an answer that gives them that feeling in their gut (what I call a Red Flag), stop and qualify it!  Ask the tough questions.  For example, if your prospect says you can drop something off if you wish, ask: 

“I’d be happy to.  And let me ask you, after you see the information, when are you planning to make a decision on it?”

Or,

“I’d be happy to.  What do you need to see in it to move forward and put my company to work for you?” 

Don’t be afraid to throw away the non-buyers!  Remember: Leads never get better!

Secret #2:  Be prepared with solid scripts to handle the common brush offs you get – especially the, “We don’t have the budget now”. When you get this, you should reply with:

“I completely understand.  Like most companies, I know you don’t have extra money to throw around these days.  But I also know that you still need to advertise your business and drive customers in the door.  ________, let me ask you - if I could show you how advertising just $1,000 with us this month could bring you back $2,000 or more in business, isn’t that something you should know more about?” 

(Adapt this script to fit your product or service)

Secret #3:  When closing, learn how to cut through smokescreen objections and find out what is really holding your prospect back – and whether they are ever going to be a deal or not!

To do this, start questioning and isolating objections rather than answering them.  If your prospect says: “The price is too high,” say:

“I can understand that.  Let me ask you – if the price were right where you wanted to spend, is this something you would go ahead and order from me today?”

Any answer other than yes means that this is just a smokescreen and answering it will get you nowhere. 

Secret #4:  Start recording your phone calls and make it a habit to begin listening to them and finding ways to improve. 

This is without a doubt the most important thing you can do but, surprisingly, it’s the last thing 80% of sales reps will ever do.  You will learn and improve more in a week than you will in 5 years of sales training.  In fact, I’ve literally doubled my income in 90 days using this technique.  Try it – it’ll change your career…

Secret #5:  Make a REAL commitment to improving every aspect of your phone calls and of your sales presentations.  I call it Practicing Perfection.  You’ve heard the saying that practice makes perfect, right?

Well that’s wrong!  Only practice of perfection makes perfect.  If you keep adlibbing your way through your qualification calls and closing presentations, you’re going to keep getting poor results. 

But if you commit to finding and then using proven skills like the ones above, then you’ll improve on each call and you’ll make more sales.  Just like the Top 20% do right now!

If you found this article helpful, then you will love Mike’s new book: “The REAL Secrets of the Top 20% - How To Double Your Income Selling Over the Phone.”  You can read about this by clicking here: http://www.mrinsidesales.com/bookmarketing.htm

Mike Brooks, Mr. Inside Sales, offers FREE Closing Scripts, and a FREE audio program designed to help you double your income selling over the phone. He works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance. If you want to Close Business like a Top Closer, then learn how at: http://www.MrInsideSales.com