“Sell the sizzle, not the steak.” I am confident that at some point in your sales or sales management career, you have heard this expression about emotional selling. As I read Seth Godin's post “In the Mood,” it reminded me of this fundamental sales principle. The short version: Music doesn't teach us how to fall in love; it just creates the emotion of falling in love, being in love, or looking for love. In other words, music, books, theater and movies sell emotion, or the “sizzle.”

So how does this relate to selling? How does it relate to why a salesperson's prospects fail to become qualified buyers, and why their qualified buyers fail to become clients? They likely showed them exactly what the prospect needed to see, or told them exactly what they needed to hear to solve a problem that they have. Emotional selling is more than explaining and telling; it is about creating a feeling. It is about uncovering how much something means to a buyer, and what the impact will be if they do or do not fix the problem. And yes, that means emotionally, financially, and intellectually. If a salesperson does not appeal to the potential buyer on each of these three levels, their likelihood of selling the deal decreases. More importantly, without the skill of emotional selling, a salesperson will not become a true and trusted business advisor.

A great book that will help you and your salespeople refine skills in storytelling and emotional selling is Story Selling for Financial Advisors. This book will help you understand how to more effectively motivate prospects to take action.

Here is my take on the four most important things to do to get people to take action, by appealing to their emotion. As a sales leader, this is a great topic and practice session for an upcoming sales meeting with your team.

The 4 Keys to Emotional Selling

1. Accurately identify the real problem or benefit. The initial problem that someone describes to you, or the “need” that is being expressed, isn't typically real. A salesperson must ask great questions to peel back the layers to uncover the real motivation.

2. Once you identify what is real, you must ask, “What happens if you don't fix the problem or realize this benefit?” You must get your prospect to describe an outcome in detail. Find out how it will affect their job, career, ability to drive growth, capture market share, etc. What is the impact on a professional and personal level?

3. Then, top producers ask if “not realizing the benefit” is a compelling enough reason to invest time, money, or resources to take action. Take yourself out of the picture. In other words, your salespeople should not try to sell themselves, your company, or your products at this time. The most important decision that the prospect has to make is: will they take action to fix it?

4. Once that important decision is made, the questions and positioning of why you and your company begin. Emotional selling, when done well, uncovers the why. Why someone must fix the problem or take advantage of an opportunity, on a visceral level. Once that is determined, where and how becomes important.

Selling the sizzle, or emotional selling, is all about asking the right questions so that the prospect falls in love with the sizzle of buying.

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Most sales leaders do not have the training or background to know specifically what makes their best salespeople so good at what they do and vice versa with their lower producers. A sales force evaluation goes beyond a simple skills assessment. It gives you measurable insights into the strengths, weaknesses, and hidden potential of your sales team.

At Anthony Cole Training Group, we help banks, insurance agencies, and financial institutions identify the factors that drive performance so you can make smarter decisions about coaching, training, and hiring. Here are the dirty dozen of sales success gleaned over 30+ years:

#1: Desire to Succeed
#2: Commitment to Succeed
#3: Positive Outlook
#4: Takes Responsibility
#5: Consistently Prospects
#6: Sets Quality Appointments
#7: Asks Quality Questions
#8: Supportive Beliefs
#9: No Need for Approval
#10: Builds Trust & Confidence
#11: Gets Decisions
#12: Gets Commitment

#1 Sales Skill: Desire to Succeed

Those salespeople with a strong desire for success have goals. They have them in writing, with due dates. They are also motivated by money. Money is not the endgame, but they certainly want the freedom that money provides. They have consistency in their effort and in their performance. They are passionate about sales success, and they hate losing even more than they love winning. You’ll find them to be highly self-motivated, with a driving urge to become the very best. They consistently meet or exceed expectations, and they inspire others with their passion.

#2 Sales Skill: Commitment to Succeed

Commitment is described as WIT-doing whatever it takes to succeed despite discomfort, real obstacles and challenges. Those who are committed are winners. They win at almost everything they do. What separates the winners from the rest is that they do what the non-winners won’t. They are willing to take risks. They will put themselves in high-risk situations with prospects and clients to do the right thing for them. They are willing to force a No from a prospect in order to get a decision so they can move on or to help the prospect understand that they might be making a mistake.

#3 Sales Skill: Positive Outlook

Having a positive outlook in sales has very little to do with whether a salesperson is looking at life through rose-colored glasses. Outlook is the ongoing perception of how a person views themselves, their company, and the condition of the marketplace. Salespeople with a positive outlook can move beyond rejection when somebody tells them No because they understand it is not personal. They realize it can be an indication that maybe they haven’t done the job they should have done to answer all the questions to help the prospect arrive at a decision that’s mutually beneficial. Salespeople with a strong outlook do not make excuses and they are focused on executing an effective sales process.

#4 Sales Skill: Takes Responsibility

Those who are highly successful as salespeople take responsibility and ownership of their results. They don’t blame others. They don’t blame the company or the prospect. They don’t blame their past and they know that it’s up to them. They recognize that the only things that they can control are their activity and their behavior and that it is ok to fail. Those who take responsibility don’t play psychological games or say a lot of “Yeah, buts”. They do the behavior they need to do at the appropriate times, which, in selling, is prospecting, day in and day out. They learn from their behaviors and their challenges. They accept challenges, and they certainly don’t try to rationalize when they fail to succeed either in a sale or in their overall results.

#5 Sales Skill: Consistently Prospects

Consistency is the key to success in selling, and that starts with consistent sales activity. Highly successful salespeople have enough prospects with the right revenue value in their pipeline. They don’t suffer ups and downs because they consistently get introductions from their clients and centers of influence. It’s part of their sales process. Highly successful salespeople who are consistently prospecting never complain about not having enough people to call on. They don’t complain about a lack of leads because they leverage networking activities. They consistently meet and exceed sales activity goals because they make prospecting their number one priority.

#6 Sales Skill: Sets Quality Appointments

Top salespeople have quality, first-time appointments, and when they do, over 75% of those turn into qualified leads. A qualified lead is someone who has a compelling reason to act, will invest time, money, and resources, will leave the incumbent, and is the decision maker. When salespeople aren’t converting a high percentage of first-time appointments to qualified prospects, then they’re likely not getting quality first-time appointments. Highly successful salespeople have an effective, differentiating phone approach. Due to this approach, they do not waste time on unqualified appointments.

#7 Sales Skill: Asks Quality Questions

Great salespeople are masterful at asking questions. They ask questions to get people to emote rather than just share their intel. The right questions get people personally involved and help them discover their issues for themselves, so that salespeople don’t have to tell them. This helps prospects arrive at a compelling reason to take action. The right set of open-ended questions helps uncover the budget, the timing, and the decision-making process of any prospect. Prospects do the talking and skilled salespeople are masterful at asking “Could it be…?” and “Suppose…?” questions.

#8 Sales Skill: Has Supportive Beliefs

Napoleon Hill stated in his book, Think and Grow Rich, that what you think about comes about. People who are successful in selling have supportive thinking. They understand that it is OK to hear No; it’s not the end of the world. They understand that it’s OK to fail. Failure is never final. They also know that it is OK to ask tough questions if it will help the prospect solve a problem. They understand that they have rights as a salesperson and they also have a supportive buy cycle. In other words, the way they buy things supports the way they have to sell things. They make quick decisions about personal purchases when they find what they want. They establish goals for what they want. They sell value and close business based on value, not just tell people about the value of the product that they have.

#9 Sales Skill: Has No Need for Approval

Salespeople who don't have a need for approval move on even when they get a No or when they face disappointment. Even when they get answers they don’t like, they move on. They work to get prospects to tell them No so that they know they have a qualified prospect and the sales process can begin. This lack of need for approval helps them bring things to closure. They certainly don’t accept any wishy-washy statements or comments or answers to questions. They will confront the prospect when they are unclear about the information they are getting. They get really good up-front contracts and know what’s supposed to happen next. They get their personal need to be liked and approved outside of sales.

#10 Sales Skill: Builds Trust & Confidence

Highly successful salespeople know how to develop trust and confidence on the very first call. They help prospects relax and connect with their prospects very quickly. Something other than “How about this weather?” or “Do you like to fish?” They immediately gain a comfort level. The speech pattern of a highly successful salesperson who can establish trust and confidence is smooth and confident. They know when and why they don’t have rapport. When something isn’t comfortable in a meeting, the salesperson discusses it with the prospect. This demonstrates confidence and trust. They deal with problems upfront. They establish good, clear, specific next steps, which also build rapport and trust.

#11 Sales Skill: Gets Decisions

Weak salespeople with long sales cycles will tell you that they can’t control the prospect’s buying process. Strong salespeople will tell you that they influence the decision criteria used by the prospect to make their decision, and this helps influence the decision-making process. Highly successful salespeople always know where they stand by asking the right questions about timeline, the process, and the incumbent. They always know what will happen next in the sales process. What allows them to do this is their consistency and persistence around qualifying for the investment of time, money, and resources. They know who the money decision-maker is and they know when a prospect will begin to write a check to them.

#12 Sales Skill: Gets Commitment

Because strong salespeople influence the decision-making process, they get commitments. When they get ready to present, they have already agreed with the prospect that they will hear Yes or No. They get decisions. They always follow the process in the sales system. That process includes sending an “as we agreed to” email, which identifies, “Here are the items that we have agreed to, and when we present our solution, we’re going to meet these criteria.” Strong salespeople follow the “as we agreed to” letter with a phone call to confirm that everything in the letter was accurate and true. They begin meetings with a review of all the terms and conditions, and they confirm and gain confirmation on the “agreed to” outcome of the presentation meeting. They don’t roll over when they get a No. They don’t take stalls or put-offs. They always present to decision-makers. But more importantly, they eliminate objections, stalls, and questions before presenting. And once they present, they get a decision.

How different are your salespeople in the marketplace? Are they unique enough to break through a very crowded marketplace?

As a sales leader, part of your role is helping your salespeople create a selling approach that stands out. Differentiating in sales is not just about having a better product or knowing more about your business. It is about giving people a reason to stop, listen and want to know more.

I recently started reading Seth Godin's Purple Cow again, and early in the book he tells a story about driving his family through France. Mile after mile, farm after farm, they saw brown cows. At first, the cows were interesting, but after a while, nobody stopped to look at them anymore.

And that is the question for you and your sales team: Do you look, act and sound like everybody else? Are you another brown cow?

What does your sales approach sound like?

Nobody wants to listen to another pitch, another presentation or another salesperson who sounds exactly like everyone else. The response is usually, "I've seen it before. I've heard it before. I'm not interested."

Your salespeople may be smart. They may know their business. They may be interesting and great to talk to. But if the impression in the marketplace is that they are just another brown cow, no one is going to stop the car.

The goal is to become remarkable, and remarkable simply means worth remarking on. You know you may be onto something when a prospect responds with, "Tell me more about that," "How do you do that?" or even, "That's me. We have that problem." Those reactions are very different from someone simply sitting through another sales presentation.

Be brave with your approach

In order to move from brown cow to purple cow, you have to be willing to be a little brave. You have to redesign your approach in a way that might make you slightly uncomfortable.

For example, when you call someone, try simply saying your name and then stop talking.

"Hi, this is Tony Cole."

And then be quiet.

Most salespeople immediately follow their name with a pitch. They tell the prospect who they are, what company they are with and why they are calling. Instead, create a little curiosity and then say, "Well, let me ask you a question."

That does not sound like the normal sales call. The prospect is used to hearing, "Let me tell you about..." You are asking instead, and that small difference can change the entire conversation.

Brown cow thinking vs. purple cow thinking

Brown cow thinking sounds like this: "This is what I know. This is what I do. This is how I do it. Do you want some?"

That is how a lot of selling still happens.

Purple cow thinking is different. You might say, "What we do is not for everybody. We work with a very specific group of organizations, and not everybody qualifies."

Now the conversation changes. Instead of trying to push the prospect toward you, you are creating a situation where they may start explaining why they should stay in the conversation. That is a very different selling dynamic.

Would someone stop and listen?

So here is the question worth asking: If someone heard one of your salespeople talking to a prospect about what they do, would they stop and listen? Would they interrupt and ask a question? Would they want to hear more, or would they keep walking because they have heard it all before?

Differentiating in sales requires your salespeople to be willing to rethink how they show up in the marketplace. Be brave with your approach, say something different, ask a better question and create enough curiosity that the prospect wants to continue the conversation.

Go be the purple cow.

A Tribute to Stephen Covey

Stephen Covey had a significant impact on my life and millions of other lives as well. I have read many of his books:

• The 7 Habits of Highly Effective People

• The 7 Habits of Highly Effective Families

• First Things First

• Principle-Centered Leadership

And this book, written by his son, Stephen M.R. Covey:

• The SPEED of Trust: The One Thing That Changes Everything

The first book I read was The 7 Habits of Highly Effective People. Clearly a landmark book for Stephen, and a book that changed millions of lives. The most important concept I took from that book was "start with the end in mind." This is a common idea among many thought leaders in the area of self-improvement, productivity, and effectiveness. Decide what you want the outcome to be, then build the plan, the steps, and the path to get you there. As I think about Stephen, that book, and our success, I can clearly and easily state that this one concept has helped us succeed on many levels.

First Things First is all about priorities. Priorities get done; everything else is just talk. We often talk about priorities in our training sessions for both salespeople and sales managers. For salespeople, the only "A" priority is prospecting. It always has been, always will be. For sales managers, it's coaching. It is the priority that, when well executed, maximizes the people talent in which all companies invest. Nothing else has the same return.

The SPEED of Trust, written by Stephen's son Stephen, impressed me so much and, once again, it is a simple truth with big impact. Think about the relationships you have or hope to have with prospects, sales candidates, internal partners, and your sales team. The speed at which you develop a trusting relationship impacts any outcome you hope to have. Trust is established by focusing on the other person first. When preparing to conduct a coaching session or a performance management meeting, think about how the meeting might go if you start with "seek to understand" rather than "let me tell you..."

We lost a great business icon with the loss of Stephen Covey, the maker of small, efficient, and highly effective tools for our daily business and personal use. His books and the concepts they teach will continue to help us become the best versions of ourselves.

7 Sales Tips Inspired by Stephen Covey

Here are 7 sales tips inspired by reading Stephen's books:

Sales Tip 1: Be Proactive

Take initiative in life by recognizing that your decisions, and how they align with your life's principles, are the determining factor in your effectiveness. Take responsibility for your choices and the consequences that follow.

Sales Tip 2: Begin with the End in Mind

Self-discover and clarify your deeply important character values and life goals. Envision the ideal characteristics for each of your various roles and relationships in life. Create a mission statement for where you want your career to take you.

Sales Tip 3: Put First Things First

Prioritize, plan, and execute your week's tasks based on importance rather than urgency. Evaluate whether your efforts exemplify your desired character values, and whether they propel you toward your goals and enrich the roles and relationships outlined in Sales tip 2.

Sales Tip 4: Think Win-Win

Genuinely strive for mutually beneficial solutions or agreements in your relationships. Value and respect people by understanding that a "win" for all is ultimately a better long-term solution than if only one person in the situation had gotten his way.

Sales Tip 5: Seek First to Understand, Then to Be Understood

Use empathic listening and probing questions to genuinely understand a person, which typically will compel them to reciprocate with an open mind to being influenced by you. This creates an atmosphere of caring, respect, and positive problem-solving.

Sales Tip 6: Synergize

Combine the strengths of people through positive teamwork in order to achieve goals that no one person could have accomplished alone. Get the best performance out of a group of people by encouraging their meaningful contribution and modeling inspirational and supportive leadership.

Sales Tip 7: Sharpen the Saw

Balance and renew your resources, energy, and health to create a sustainable, long-term, effective lifestyle. This emphasizes exercise for physical renewal, as well as, for many, prayer, meditation, yoga, and good reading for mental renewal. It also includes service to society for community building and support.

What sales tips would you contribute to this list? As a sales leader, focusing on self-improvement issues like this makes for a great team discussion.

Quoting is not qualifying. We often must remind salespeople that "You are not a Quote Jockey. You don't make commissions on quotes. You don't need the practice of quoting. You don't need to help the current vendor by supplying the buyer with your information. You don't need to make the buyer smarter. And you don't need to waste your time, your effort or the resources of your company quoting on something that you have less than a good chance of selling."

So, stop quoting and start qualifying prospects who fit the profile of your ideal client. Start qualifying these prospects for "severe mental anguish" - the motivation to buy your product or service. Start qualifying them for their motivation to leave their current vendor relationship. Start qualifying them for their sense of urgency and ability to invest the resources required to buy.

How do great salespeople do this? Here are four tips on qualifying prospects more effectively:

Tip 1: Know Who You Should Be Selling To

If you don't already know who you should be selling to, you need only look as far as your book of business (or the book of the most successful salesperson you know) and determine which clients make you the most money. Typically, 20% of your clients account for 80% of your revenue.

Tip 2: Ask for Introductions, Not Referrals

Select 5-10 of your clients, provide them with your target prospect, and ask them if they know anyone who looks like that and, if so, ask them for an introduction. If you want to learn a very comfortable way to do this, watch our Sales Brew on Getting Introductions. This will help you clearly understand the difference between asking for a referral and an introduction.

Tip 3: Qualify Prospects for Severe Mental Anguish

Once you have a list of prospects and appropriate decision-makers and you get the opportunity to meet, you must begin qualifying for severe mental anguish - the prospect's motivation to buy your product or service.

This is tricky. You will have to get past the surface discussion that invariably happens at initial sales meetings. You will want to drill down past the first indication of a problem (pain indicator). Most salespeople, when they uncover the initial indications of a problem, stop digging and go immediately to their solution and begin pitching. At this point in the relationship, this is inappropriate since you don't yet know if the problem is big or bad enough to motivate the prospect to take action or if they even have a budget.

Drill down. Gain more information. Ask great questions so that they continue talking about the problem. Get them emotionally involved.

This takes practice. Here is another tip to qualifying prospects: the Rule of 3R. This means asking the Right question, the Right way, at the Right time. If you learn how to do this, you will help the buyer discover that they have a problem and that they want to fix the problem. Then they will ask you if your product or service can make the problem go away. This is a much better way to qualify a prospect, to help them self-discover.

A Sample Approach to Qualifying Prospects

Here is a sample approach for qualifying prospects (this needs to be planned, not canned). Once you ask your initial question that gets a pain indicator response, e.g., "I'm unhappy with...?", you say the following:

• "Tell me more about that." Ask in a nurturing way and then don't say anything. Let them respond.

• "And?" Ask like it's a question - they will keep talking.

• "How long has that been a problem?" Don't step over your own question. Ask it and don't say anything. Let them think. Don't be tempted to talk just because there is silence.

• "What has your current vendor done to help you with this problem?" If they say "Nothing," then you should respond with, "Hmmm, I wonder why."

• If they indicate that the current vendor has done something, you should respond with, "How is that working?" Keep in mind if it were working, you wouldn't be there.

• "How much will it cost if you don't fix the problem?"

• "Is the problem bad enough for you to undo your current vendor relationship?"

• "Do you want to fix the problem?" Assume they say "yes."

• "Are you sure?"

• "Suppose (magic word) we could fix the problem, what would happen next?"

You must have the ability to listen carefully to what the prospect is saying because that will lead you to your next question and will help you get closer to the emotion associated with the problem. Remember, you are trying to get to real emotion because this is what will motivate the prospect to buy. And, if there is not enough emotion, you don't have a real prospect.

Of course, qualifying for money is equally important, and you will want to make sure there is a budget for solving the problem.

Tip 4: Know When to Walk Away

Tip 4 is the most important tip on qualifying prospects: if you are unable to qualify a prospect for mental anguish to solve a real and immediate problem with real available money, then it's time to move on to the next prospect. Don't waste your time trying to create a buyer where none exists. Sure, you can ask and add them to your database to stay in touch, but they do not belong in your pipeline.

Unfortunately, most salespeople keep non-prospects in their pipelines when they should be eliminating them. These non-prospects take up time and energy that should be directed to finding new contacts, qualifying real prospects and selling.

Managers, use these tips on qualifying prospects at your next sales meeting. Drive a discussion and do some role play around those drill-down questions. Your #1 job is to help your salespeople become more effective in qualifying and closing more business.