Posts Tagged ‘selling techniques’

I had a salesperson that I just couldn’t seem to get her to work with more customers- being she was new, I would repeatedly emphasize to her to work with more customers, but when they would come in, she’d usually fall back & let another salesperson Up (catch) them. I couldn’t figure it out..she knew her product, she was technically sound, & she was used to competing against the boys because she came from a male dominated industry …so what was it? When asked, she responded, “Marsh, I don’t have a huge need- the other salespeople around me have to struggle to make a sale in order to pay rent & car notes- I don’t have a huge need so I don’t need to make much.” Leaning back I asked her, “So what’s your end game…” to that she told me that she planned on being in the car business a long time. “Then if that’s the case, you’re not doing yourself much good- here’s why…

First, you can’t teach what you don’t know & you’ll never know until you first do. In his biography, Arnold Schwarzenegger said the 3 keys to him becoming a 7x Mr Olympia, successful businessman, & one of the highest paid actors at the time in Hollywood were reps, reps, reps.”

Reps weatherproof your career. You’ve got to work with hundreds of experiences, objections, scenarios, & obstacles while fading & maneuvering through thousands of rejections not only so that you can learn, but so that you can pay it forward and help others succeed who are starting out as well. Reps also give your customers the needed assurances that you can help them with their current situation because you’ve helped other customers maneuver through similar circumstances as well.

This brings me to my 2nd point,” I told her, “When you’re not working with enough customers, not only do you not possess enough of the necessary skills that they desire & deserve, but not working with enough customers means that you’re OK with them buying from an inferior salesperson- if you say that you’re here to help customers, then you’ve got to follow through with actions to those words.”

Which brings me to my 3rd point,” I quipped, “Do you have kids?” She told me that she had a boy and a girl- Mason & Madison…”Do you want them to do well in life,” I asked knowing she’d say yes. “If you want them to do well, then be their teacher- set the example because they can’t be what they don’t see. The reason why so many struggle as adults today is because, no one played the part…no one showed them the pattern… no one chalked the outline, nor showed them what they could be because no one helped them see…no one showed them more so they’ve accepted less.”

You must do well…you must reach beyond your comfort zone…you must dig deep and get back up…you must set audacious goals & kick the door in when Life tries to slam it in your face…you must reach higher because this isn’t just about you.

It’s way bigger than that…

….but first you’ve got to set the bar.

I’ll see you on the Blacktop.

One of the hardest things for a new salesperson to grasp is the significance of a T.O.  The reason why new hires are resistant to the T.O. is because of its negative thinking behind the word “T.O.” The only thing good about the word “turnover” is when it has the word apple in front of it. Think about it, if sales were a sporting event, you would be deemed a loser if you “turned the ball over” consistently; but a salesperson is required to “turn over” his customers. When a salesperson is hired, they are taught to be independent and thick-skinned, but are fearful of looking weak when they have to “T.O.” a customer, thinking the meaning of a T.O. is “I’m too weak to do this deal on my own,” thereby becoming resistant to their manager.  As a manager, if you want more consistent T.O.’s, you should change the psychology of a T.O.

·         No vs. Know: I know this may be hard to believe, but occasionally a salesperson will be confronted with a resistive customer, a customer, despite all efforts, is unwilling to pull in the same direction as the salesperson. The customer is not always saying “No” to the salesperson’s efforts, he may be saying, “Know.” “I don’t know you.” “I don’t know what your motives are. “ “I don’t know if this is the right vehicle for me.” “I don’t know enough about your dealership,” may be some of your customer’s concerns.  If you want to be compatible with your customers, think like your customers do and address their “knows.”

·         Be double-minded:  The thinking behind a T.O. is a different mentality for a salesperson versus a manager. To a salesperson, a T.O. should be thought of as “turning the objection.” The customer’s objections range from they don’t have time to not enough money for their trade, or a million other reasons why they need to “come back later.” The manager should think of a T.O. as a “teaching opportunity.” Turning objections over to a manager serves two purposes: The first purpose, the manager has a chance to turn a customer around and help put a deal together. The other purpose of a T.O.  is an opportunity to teach “hands on.” The best form of teaching is by example.  A manager also may be able to pick up on some quirky mistakes made along the way and coach the salesperson at a later time.

·         All-time assist: To use the analogy of basketball, a T.O. is grabbing the rebound and keeping the ball in play granting another opportunity to score (make a sale).  After spending time with a prospect, the salesperson is fearful of going too far and losing a potential sale, which means they don’t go far enough. Timid salesmen have skinny kids; you must exhaust all of your resources in an effort to make a sale. There should never be a time a customer leaves without buying and the salesperson says, “What if I would have…” Leave all of your efforts out on the blacktop. Keep in mind; you cannot lose what you never had. How can you “miss out” on a deal if you never had one in the first place?  What does the commission pay for almost making a sale? When an objection is turned to a manager, who has no emotional attachment, he can assess the situation quickly and take action. Sometimes the customer is on the wrong vehicle, other times it is as little as reinforcing what the salesperson has already said; while other times the customer may not be emotionally compatible with the salesperson so a change of face is needed. A high percentage of missed sales are not due to price, but are lost due to an incompatibility with the salesperson (i.e. appearance, attitude, or lack of knowledge); price was merely a smokescreen. Often, a change of face or different personality can reveal the true objection and thus clear the pathway toward a sale.

·         Strength in numbers:  The Bible says there is strength in numbers; two are better than one. You cannot win a championship alone, it takes teammates;  it’s called The Rolling Stones not The Rolling Stone; surgeons don’t perform open heart surgery alone nor do pilots  fly  747’s to London solo; so why do you insist on selling alone? A T.O. is a joint collaboration of consultants and management in an effort to increase the chances of making a sale.

If you are a salesperson, before you place this article in a discreet white envelop and stick it under your manager’s day planner, remember it is your manager’s job is to equip you with the necessary skills in order to become successful, but it is your job to do the work and turn your dreams into reality.  Put a different way, a coach’s job is to prepare you for the game, but it is your job to take the game winning shot. Players use all of their resources to win as a team, but are inducted into the hall of fame alone. Change the psychology of a T.O. and change your fortunes forever. See you on the Blacktop.

The word Jade is a heteronym (a word with the same spelling, yet different meanings) that is used in one form or another in the arena of sales. When used as a noun, Jade is a beautiful, expensive gemstone. As a verb, Jade is defined worn out broken down worthless and dull. If the word Jade was used to describe your qualities as a sales professional, would you be described as the noun or the verb?  Obviously, the meanings are significantly different.

Remember why you were first hired as a sales professional? You were hired because you convinced the sales manager that you were a gem. You dressed in your best clothing, ornamented in your best jewelry and truly looked the part. Although your sales manager may have viewed you as a little rough on the edges, he or she bought off what you were selling thinking that you could be polished and crafted in order to bring out the best qualities you have to offer. With high self-esteem and grandiose expectations, you hit the lot with aspirations to be a game-changer, the best salesperson that dealership has ever seen. In your mind, you know there is no other salesperson compared to you; a jewel surrounded in a case full of ordinary stones.

No one can fully prepare you for the rejection you must face in order to be successful in sales. In a short amount of time, what was once an expensive gem begins to lose its luster. Because of the insurmountable amounts of rejection, we become tired, worn-out, dull, weary; simply we become the verb, Jaded. We begin to look at customers as a liability and no longer an asset.  As it is written, “Seek and ye shall find.” At one time you looked at each customer as a treasure chest, now they are looked upon as a toxic dump; the waste, the by-product from another dealer’s lot. We begin to ask questions such as, “What’s your beacon score/ what kinda payment do you want?” or “What do you owe on your car?” in an effort to circumcise our efforts out on the lot. We ask these detrimental kinds of questions and decide if we should date this customer or treat them like a one night stand. We’ve resigned the position of being an image consultant, no longer motorvating our customers to upgrade their transportation image and instead accepted a professorship position giving our customers the Rules of the Lot and lecture them on how they need to buy a car.

Jade is noted by its tremendous strength and beauty. It comes in many different colors and in many ways is as strong as steel. Jade is mined and sold in large chunks; the buyer is gambling because he has no idea the quality of Jade inside of the rock. You were hired because your manager took the gamble and viewed you as a gem among rocks. You possess a unique combination of magnificence as well as strength, but it must be worked, tried, and chiseled in order to showcase its brilliance. The sales profession is a kind of metamorphic activity that only time and hard work can distinguish the best from the rest. It takes many years for a rock to become a gem, but only seconds of the wrong perspective and wrong thought for a gem to be reduced to a mere rock. Never lose your radiance.

We have often heard the mantra in sales, “like attracts like,” but few of us take the time to understand how this translates to our career in sales. In order for a customer to buy from you, they must first be able to relate to you. Chameleons thrive in sales because they have the ability to become likeable with their clients. The way they become likeable is by mirroring their customer’s personalities. This doesn’t mean you have to lose your flair or be someone you are not; it only means you need to minimize the traits that could potentially be a turnoff to your customers and accentuate the personalities that they can relate to, giving you an advantage in closing more sales. When become “one of them,” your customers will be able to relate; when they relate, they buy. Instead of using a “one size fits all” approach to sales, try using your H.E.A.D.

Hard-driver: This person has a dominate personality; they have more of a steam-roller, bottom-line straight- to-the point kind of personality. Hint: Get to the point with this kind of person; the fluff he can do without.

Expressive: There is no doubt what this person is feeling; they are expressive, use a lot of gesturing, and can be loud at times. Hint: Be visual with this kind of person, create a lot of hype and WOW factor with this kind of person. The bigger the show the more appreciative they are.

Analytical: I like to call these kinds of people “propeller heads.” Like Dragnet, it’s all about the facts. They show little emotion, very pragmatic, and if they have a sense of humor, you won’t see it. Hint: You better know your product knowledge. They will often ask questions already knowing the answer; they are testing not only your knowledge, but also your integrity.

Do-gooder: The Do-gooder wants to please everyone. They are the life of the party, likeable, amiable, and go with the flow. Hint: These personalities are very easy to get along with, but a word of caution; they will throw likeable stalls at you, giving you the impression that you have something, just not today. When you follow up with them, they purchased somewhere else, but they “appreciate all you did!”

Remember most of what you say is unsaid; it is done non-verbally. Sometimes we are so busy selling that we become blind to their responses and what is being said through their body language. Instead of using a “canned” personality with all of your customers bringing you mixed results, try adopting the H.E.A.D. method- adapting to their personality and begin to see more consistent results and close more deals.