–St. Francis de Sales (1567–1622)
French bishop

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Sales resilience…

resilience: noun: an ability to recover from or adjust easily to misfortune or change (from Merriam-Webster)

We all fail from time-to-time (our doing, someone else’s doing, something else’s doing, a combination of each). It’s life.

To be resilient…

1. Focus on results. Embrace the fact that results are what we’re all really after. Effort and attempts are great first steps, but we need to act with commitment to delivering (just like we want people to do for us).
2. Make lessons of failures. Minimize the tendency to make a failure or mistake anything more than a lesson on how not to do something. We need to learn from our mistakes and truly accept them as tuition for succeeding later. And yes… Our mistakes might put us in a bind at times and have some uncomfortable consequences but again, that’s real life.
3. Continue on. Smarter.
4. Reinforce. Support each other (and ourselves) by continually reminding and encouraging one another to deliver on the first three points.

That’s it. Let’s practice it more.

Encourage resilience and email this reminder to someone.

(get the resilience pocket card)

212ers: Did you catch last week’s New York Times piece on the 212 Olympic margins represented by music?

–the late Dicky Fox
American sports agent
from the film Jerry Maguire (1996)

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Sales love…

Be careful to avoid working to get the needs of your paying customers and highly qualified prospects "off your plate." These are the people who deserve your attention and time.

Follow through with all service needs and requests until your customers and prospects confirm their needs have been handled. Gladly give them your continued attention and increase the chances you’ll become (and remain) their resource.

saleslove (‘sAlz – luv): noun: unselfish and loyal care for the good of a customer, prospect, reseller, and/or team member

Get a printable reminder of saleslove defined or email this thought without the quote to a friend.

(For a 2.5-minute trip down memory lane, here’s the Jerry Maguire trailer.)

Should we do more? Of course.

Most of us work extremely hard to bring in new customers and once we do, we’re given an opportunity to begin building a “barrier to entry” for our competitors – a much more enjoyable position than fighting through gatekeepers and prospect apathy.

A quick sales check…

During a typical year, how many non-verbal expressions of gratitude do you and your team give to your important prospects and/ or customers (beyond an email)?
 
What’s the appropriate number? Tough to say, really. It depends on so many different variables (e.g., your margins – what you can afford, the potential future business from the customer and/ or the customer’s colleagues – referrals, what your customer might personally feel is appropriate, etc.).

Start with a handwritten note of thanks – making it a rule rather than the exception (see page X for the 4 basics behind a written thank you – and a couple samples).
 
Then, invest some time outside the money hours (you and/ or your team) in developing some creative ways to show your gratitude year-round. Embrace one of the 8 ideas on page X, or let them inspire you to go even further.

There are roughly 250 sales days a year for most people. Each is an opportunity to sell. Each is an opportunity for gratitude.

Be real. Be constant. Begin.

Just Sell®

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4 basics of thank you notes

Be prompt

Write a thank-you note within 72 hours of the event (deal, meeting, dinner, referral, etc.). Procrastination can lead to missing the opportunity altogether.

Be professional

Write your note on quality stationery (or in a quality card) using your best handwriting. Consider getting note cards or stationery professionally printed. They can be imprinted with your company’s name and logo, your name or monogram, or you could print them with a special picture or drawing you’ve created or licensed.

Be specific and brief

Specifically identify the event for which you’re thanking the individual (“Thanks for arranging a meeting with your CEO, Mr. Jones”.). Explain how the event or gesture is meaningful to you. Minimize corporate speak and have fun if appropriate given your knowledge of the recipient’s personality (“As you probably know, being referred is so much more enjoyable (for everyone, I think) than the cold call.”). Try not to exceed 100 words.

Be real

You might suggest a future business meeting, an informal lunch, or making contact at an upcoming professional event (“Let’s grab lunch at the XYZ Conference next month.”). If you have an established relationship, then include a more personal note related to the event prompting the thanks. You might reference a recent personal conversation, mention an upcoming event or recommend a book you know matches the person’s interests, or offer a round of golf at your club (“Come on out to the club with me to show off that new putter.”). This shows you value the relationship beyond the gesture.

Sample notes

Dear Tom,

Thanks for selecting ABC for XYZ Inc.’s marketing needs. I appreciate your confidence in our services and the opportunity to further develop the concepts we discussed.

I’ll follow up with you in a couple weeks to get your thoughts on our team’s progress.

In the meantime, please call or email if you need anything at all.

Sincerely,

Max Pitch

____________________

Dear Jennifer,

Thank you so much for the introduction to Bob Jones at XYZ. I appreciate your confidence in our service. Referrals allow us to focus even more on service (which we love).

I’ll see you at the LMN convention in New York next month. Let’s make time for lunch.

Best regards,

Maxine Pitch

P.S. What a great seminar! If we can implement just one of those ideas, then we’ll be on the right track

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8 ideas beyond the note

Keep in mind… these ideas are a starting point. Whether one is fitting depends upon your individual sales world and individual business relationships. Use your best judgment in matching the expression of gratitude, whether it’s periodic or a one-time gesture, to the event and relationship. Above all, make it real and make it about them.

Food

Whether it’s a food basket, pizza, or bagels for an office, food gets noticed (and appreciated) – not only by your primary contacts, but also by their colleagues or families. The “who sent this?” question is sure to follow, giving you and your company an added mention. (one of our personal favorites)

Blank-of-the-month clubs

Clubs that send a particular item (e.g, food, books, music, wine, clothing, etc.) every month are a great way to be sure your contacts are reminded of your gratitude (and relationship) at least once a month without you calling.

Luxury time savers

Time is life’s most valuable commodity. It’s the only thing we can’t get back. Consider a time-saving gift for your most valuable people such as…

• Maid service (for a day or periodically)
• Car detailing (once or on a regular basis)
• Personal assistant services
• Monthly manicures
• Dry cleaning services

Customized items

Hundreds of food, drink, and gift products can be customized with your name, message, or company logo. A couple of unique thoughts include customized M&M candies (http://mymms.com/business) or creating your own customized gift items through CafePress.com (http://www.cafepress.com) or Zazzle.com (http://www.zazzle.com).

Helpful resources specific to a life event or interest

Weddings, becoming a parent, buying a first home, and getting a pet all provide genuine opportunities to express interest in and gratitude toward your most important people. Ideas here might include…

• A book, audio series, or special magazine subscription on parenting for the new mother or father
• A subscription to a blogging service for your contacts who’ve always wanted to write a book
• A bone for the new dog owner
• Home-delivered meal for the person who’s just moved into a new house
• An online class
• A donation to a charity in the name of your contact or your contact’s business

Hobby-related items

Hobby-related gifts ideas are almost endless given the depths a hobby can go. Find items related to your contact’s known hobbies at mainstream stores, or go deeper, looking for rare finds and collectors’ items at places like eBay. Tickets to hobby-related events or classes might also be appreciated (e.g., cooking, design, sports, music, etc.).

Entertainment

Online movie memberships with Netflix or Blockbuster provide a great regular reminder of your gratitude (or just a DVD of a favorite movie mentioned). Other ideas include…

• Tickets to sporting or musical events
• Gift certificates to a local restaurant
•  iTunes gift cards
•  iPod shuffle w/ several songs preloaded
• Satellite radio unit with an annual subscription

Real business or real leads

The holy grail. Enough said.

Now go sell something.~>

If you have an entertainment situation where you’d prefer not to avoid alcohol altogether, consider…

• Slowing your pace of drinking
• Alternating your drink with seltzer, club soda or water throughout the event
• Eating more food throughout the event
• Consuming drinks or beer with less alcohol
• All of the above

Alcohol quick facts

• Generally… one 12-ounce beer = one 5-ounce glass of wine = 1.5 ounces of liquor (80 proof)
• Wine usually has an alcohol content of 12 – 16%
• Beer in most cases, has an alcohol content of 3.2 – 7% (although can be higher)
• Mixed drinks can often contain more than 1.5 ounces of liquor depending on the “pour”
• As little as 1 – 2 drinks in one hour can impair an individual’s ability to drive and think clearly (depending on weight and alcohol content)
• Only time can sober up someone
• In all U.S. states, driving a car with a blood alcohol concentration (BAC) of .08 or more is illegal (.10 is the old limit)

Right now and over the next several weeks, position in your mind the regular objections you hear as not only an inevitable step to bringing in more business, but also a positive step. Objections confirm a level of need or desire for your product or service and help you better determine the next steps you should take in a sales process. For the prospect, it’s your responses to the objections that help validate or support their buying decision.

This is the reason the responses to your top objections (those you and your team hear most often) must be planned and prepared with a professional’s level of attention.

What makes the best response to an objection?

Be sure your responses show an appreciation for the objection in a way that validates the prospect’s concerns, and then addresses the issue very directly. Any response that could be misinterpreted as defensive, evasive, manipulative or sarcastic should be eliminated. Leave slick and cute lines to your competition.

Once prepared, work through the delivery of each response with those on your team, as well as some individuals outside your sales department. Get genuine feedback, make appropriate changes and then practice the delivery of your responses until you have them as natural and as tight as your opening prospecting statements.

Selling is about helping your prospects and customers solve a problem.

Be non-abrasive. Think appreciation and validation. Be direct.

(samples below)

Do you know the 8 possible objections that can stall a sales process?

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Objection responses (samples)

These are built for the “price is too high” objection but can be adjusted for many of the more common objections by replacing a few words.

“That’s a valid issue, Susan. Several of our current customers had those same concerns at the beginning. Let me show you some examples of how those purchases paid off.”

“I understand your price concern, Bob. In fact, I’m sure several others in the room have similar thoughts. Initially, the price can seem high but in the mid and long terms, I’m pretty sure you’ll be very excited about the return on investment. Let’s take a look.”

“Yes it does seem a bit high initially. When you look at the complete value of it over the life of its service, I think you’ll feel much more comfortable with the investment.”

Remember… practice will help your delivery become more natural and confident, helping your prospects and customers better embrace your responses (giving them confidence in you).

But what will get you there? What are your sales resolutions?

Will you and your team prospect more? How much more? How many more calls a day or week? Will you establish better personal relationships or commit to a solid sales process and follow through?

Will you be more attentive, invested, and involved in the efforts of your sales team and your current customers? What would that mean specifically?

Will you complain less?

Will you commit to perpetual optimism? Be more patient with your team? More approachable to your customers? Ask for referrals more consistently?

Will you be a Smover (one who smiles & moves)?

What’ll be different? What will you deliberately set as your top 3 priorities that’ll help you and your team hit your targets?

Three priorities. Any more and it becomes difficult to focus on even one. If two seems more realistic to you, then formally establish two.

Complete them in writing. Absorb them with commitment. Remind and reinforce them when things get challenging (see Resilience).

“Resolve to perform what you ought;
perform without fail what you resolve.”

Benjamin Franklin (1706-1790)
American statesman, scientist & printer

1. Shorten it.
2. Write clearly (to make it easier to understand).
3. Begin with the most important point and continue in descending order of importance (to maximize the chance what you hope to communicate isn’t missed).

Attention spans are short and getting shorter. (Do you like reading long emails from people?)

Your email communication should provide value and/ or move the process along. It’s not an art form where people will tolerate a slow opening act or introduction.

Sales check:

How long has it been since you and your team reviewed your standard email communications (e.g., your approach, follow-up, urgency-creating and inbound inquiry responses, etc.)?

Manager’s thought:

To not review your team’s standard email communications on at least a quarterly basis is to potentially miss out on some great ideas you can implement system wide (or miss some system-wide communications that should be terminated immediately).

Sales reminder:

Email is not a substitute for contact. If you don’t make live contact on a regular basis, you can be sure your interpersonal skills will deteriorate and your sales value will decrease.

You’ve been advised. You are now responsible.

 ____________________

5 quick email checks

1. What action step do I want my prospect/ customer to take after reading this email?
2. Is it likely the email will achieve its objective? (If not, rework it.)
3. What in the email could be perceived other than as I intended, given what I know about the prospect’s/ customer’s personality/ disposition? (If anything, remove or rework.)
4. What words or points included in the email are unnecessary to achieving my communication objective? (If anything, remove.)
5. Is the subject line descriptive, straightforward, and will it encourage the reader to open the email before others in his/ her inbox? (If not, rework.)

Other things to remember…

• When you’re sitting across from someone, your voice intonation and body language become a part of the message, assisting you in the communication process. This isn’t the case with email.

  In email (or any written format), communicating your intended message correctly relies heavily on your word choice, sentence structure and above all, the reader’s interpretation (perception is reality – period).

  Consider this sentence… Please let me know what you’d like to do.

  How did you read that? In your mind, where was the inflection? What word or words carried a different pitch that gave the sentence its tone or mood? Depending on the reader, the sentence could carry several different meanings. That’s the reason for email check number 3, above.

• No need to be overly humble. Too many thanks yous and over the top sign offs (e.g., very gratefully yours, your humble servant, etc.) are examples of being overly humble.
• Revise the phrase “Please do not hesitate to call.” or “Please feel free to call.” to something like “Please call or email if you need anything at all.” You’re not that important. You don’t need to grant a prospect or customer permission to call you.

  You might also consider closing with something other than “Have a nice weekend.” or other stock phrases that carry little value. “Thanks.” might work just as nicely (see number 4, above). They’ll have a nice weekend on their own (or if you help them get more, save more, look good, feel good, or be loved – real return on investment).

• Asking someone in an email to provide you with something or do something for you can come across as abrasive if not worded correctly. A nice way to soften a request is to open with “When you have a moment, please…”
• An email can be a permanent record. You should only put in an email what you’re okay with the entire world seeing.

  Consider making your “send and receive” buttons manual. This will help you eliminate distractions during your money hours (incoming mail only when you want it) and add a layer of protection to sending an “I wish I didn’t send that” email (it requires pushing one more button).

• To make reading your emails easier on the recipient, bullet items when appropriate and create more paragraphs. Consider making the width of your paragraphs narrower by hitting the return (enter) key after every seven or eight words.

  If you’re using colored backgrounds in your emails and/ or difficult-to-read fonts, stop.

• Run a spell check and minimize your use of exclamation points, smiley faces, and emoticons. NO ALL CAPS.
• Send attachments only when necessary. Minimize extra steps for your recipient and type or paste what’s needed into the body of the email (follow the golden rule).
• Reply to all in your emails only when everyone needs to see your reply.
• Never tag your email as urgent unless it absolutely is (to them, not you).
• Conclude all email correspondence with your phone number and email address (every time), minimizing the need for someone to search for them in previous emails.

A fantastic question when you’re buying. An inevitable inquiry when you’re selling.

How would you and your team respond at this moment?

Many people will respond to the question by immediately giving or implying the possibility of a discounted price. Again – great when you’re buying, a margin killer when you’re selling.

Here are the hard-dollar points to better negotiating…

1. Remember that negotiation success depends more on the work you do early in the sales process than on the negotiation moment itself. It’s all about the perceived value of your offering and the buying urgency you create with your prospect. The stronger the perceived value and urgency by your prospect, the better. Great front work (e.g., asking open-ended questions, delivering key benefit statements, responding to objections appropriately, etc.) combined with the delivery of strong value/ urgency statements will further strengthen your negotiating position.

 

2. Be prepared for the inevitable discount inquiry. Preparation feeds confidence. Always respond by letting your prospect know that a discount, if it’s possible at all, will mean they’ll need to make a larger buying commitment or give up an added feature before you can “do something on the price.  By itself, avoiding the inclination to immediately jump to a discounted price can literally translate into thousands, if not tens of thousands, of extra dollars for you and your company every year.

Think value. Think urgency. Be confident.

Nothing complex. Nothing manipulative. Just simple preparation and thoughtful execution.

Get some starter ideas for your value/ urgency statements and negotiation responses.

“In terms of the return on investment, if you start this [month/ quarter/ year] you can expect to save $XXX,XXX this month/ quarter/ year] – a nice number for your [department/ team].”

“The exciting part of this [solution/ program] is not only the additional immediate revenue you’ll likely generate, but the added referrals that become possible as a result – in addition to the competitive barriers you’ll create by getting the primary customer relationship going now.”

“It seems like a great fit to what you’re trying to accomplish and I’m fairly confident we’ll have the inventory available, but we can only guarantee it [today/ this week/ this month]. What concerns do you have about moving forward now?”

“The delivery and payment terms are very attractive at the moment, but they can change at the end of the [week/ month/ quarter].”

____________________

“If you stay ready, you ain’t gotta get ready.”

Will Smith (1968- )
American producer, actor, music artist

Preparation feeds confidence.

“Are you considering purchasing several?”

“I have a great deal of flexibility for multiple buys, but not on single purchases. Let’s take a look at your plans in the longer term and see if there’s something we can do to save you a little bit of money.”

“I won’t be able to offer a discount now without [increasing the delivery time, decreasing the volume, removing the benefit of the X, etc.]. Is [issue] necessary right now?”

“Our prices are firmly set based on specific cost structures that limit our discount flexibility. Is there a price you feel is more appropriate?”

____________________

“Achievement is talent plus preparation.”

Malcolm Gladwell (1963- )
Canadian journalist