How important is it that you or your sales team close more business, more quickly at higher margins?

If you think are leaving dollars on the table and need to find a solution to that problem, there are two things I want you to recognize:

1. Your current sales process is perfectly designed for the results you (or your team) are getting today – if you are not closing as much as you believe you should, then there is something in your process that has to change
2. That change starts at the beginning – the phone call to set up the appointment

The quality of the phone call will always determine the quality of the appointment. If your salespeople must have better initial calls then they must improve the quality of the phone call.

To get you started, here are 4 rules for salespeople:

1. How you say what you say is more important then what you actually say. You must ask questions and then really listen. If you tell stories, use metaphors and analogies. You need to have appropriate eye contact and body position, voice inflection, and background especially in today’s virtual world
2. Nobody really wants to talk to you – this seems like a harsh rule- but if you know this going in, that will help you be better prepared to nurture the discussion
3. You have 10 seconds to make a GREAT first impression. If you show up late for the zoom call or meeting, you’ve already lost. If you don’t have compelling and CEO like questions to ask that really engage your prospect, you are behind the 8-ball.  If the prospect cannot connect with you in the first 10 seconds, everything is uphill from there.
4. Finally practice and record your opening dialog. Listen to it. If you were someone you’ve never met before - would you engage? (Sales coach, you should listen and provide feedback that is helpful to your salespeople)

Salespeople must have a strategy or plan for success going into the meeting. Not a plan that is developed in the car during the drive to the appointment but rather one that is thought out in a pre-call strategy session. Here are your two objectives:

• The overall objective should be to have a go or no go at the end of the meeting – that doesn’t mean buy or don’t buy, it just means that you move to the next step or don’t.
• The secondary objective is discovering as much as you can about your prospect’s motivation to meet and have the discussion you are having. Normally this involves a pain they want to eliminate or an opportunity that they want to leverage. Find out their compelling reason to take time out of their schedule.

One thing we know for sure, prospects don’t take time out of their schedules unless there is an underlying reason. As salespeople, our job is to find out what it is.

What is the best way to stand out in today’s virtual, fast paced world with limitless information at our fingertips, social media and highly informed prospects? Make sure that you are a skilled consultant and are prepared and skillful at asking the right questions at the right time. The best way to cultivate a trusting relationship is to focus on your prospect and be genuinely curious about their business challenges. That is what will differentiate salespeople from everything else that can be found online. According to the #1 sales evaluation we utilize, the most important skill of successful consultative salespeople is asking enough of the right questions. So, we gathered 29 consultative sales questions for you to use to skillfully help your potential prospect through their decision-making process.

 29 Consultative Sales Questions:

1. I know you are a very busy person, what caused you to invite me out?
2. What has to happen today so that you at the end of the meeting, you say, this was a great meeting?  
3. What is the most important thing for us to cover today?
4. Tell me about that. (assume you have uncovered some problem or issue)
5. How long has that been going on?
6. What have you done to fix it?
7. When you spoke to your current provider, what did they say? Or
8. What has your current vendor done to make this problem go away?
9. What happens if you don’t fix this?
10. Is that a problem?
11. Is this a want to fix or need to fix it problem?
12. How much is this problem costing you?
13. How much money have you set aside to make these problems go away?
14. (If low price) What other products and services do you buy that are not low price?
15. Who else besides you is impacted if you decide to do business with us?
16. What do you like or not like about your current provider service?
17. Are you happy with their results?
18. Suppose we can’t match your current price but can help you achieve your total growth (sales) goal and fix the problems?
19. Suppose that we come to an agreement on financial terms, what other resources will be needed to complete the arrangement?
20. When you’ve made a decision like this in the past, what was your process?
21. Will that be the process that you go through this time?
22. When you say you’ll “look at it”, what does “look at it” mean?
23. When you say you’ll “think it over” (TIO), “think it over” means?
24. Who else has to fall in love with the idea of our doing business together?
25. How important is it to you that we put a program together to help you eliminate the problems that you’ve described to me? 
26. What will it sound like when you tell your current provider that you are moving? (You should get them to actually say the words so that they are rehearsing the conversation)
27. Do you feel I understand your business challenges (or what you are trying to accomplish)?
28. Do you think I can help you based on what I have shared?
29. Do you want my help?

In today’s world of marketing and sales, a significant key to generating leads is a company’s ability to get potential buyers to find them.  There is an entire industry dedicated to inbound marketing and social media management with companies such as HubSpot, Marketo and Pardot.

If you go to their sites you will find an endless number of free products and services that help drive potential buyers to your website, your blog, and any social networks you might be using.  My good friend Pete Caputo at Databox also has a company which provides a dashboard that helps you make sense of all the data collected.  All of this is important but the systems and processes don’t stand-alone when it comes to driving internet traffic toward your online resources.

Powerful messaging is still needed; Messaging that captures the attention of the market.  Messaging that helps the market become aware of one or two things:

• A problem or potential problem they were unaware of, or
• A growth opportunity or positive outcome that is available.

Mark Roberge, in his book The Sales Acceleration Formula, describes this first step in a prospect’s buying process as the Awareness Stage.  Effective marketing helps create awareness.  But there are many stimuli, which aren’t internet-based, that would cause someone to buy, change behavior or take action:

• A friend suffers severe water damage in their 25-year-old home, hires a company to repair the damage and relates the story to you– you call the company to inspect your basement to head off potential problems.
• A co-worker talks about completing a financial plan that will help them secure their future – you want to know who they are working with and you call that advisor to set up an appointment.

These “leads” for the movie, the basement sealant company and the financial advisor take place because of great reviews by current clients.  These informal introductions/referrals have always been, and probably always will be the best way to get GREAT leads.  But what else should you be doing, must you be doing to generate leads that don’t come from personal introductions and referrals?

You must have your own message that stands alone; a message that when read, heard or seen causes awareness that takes a buyer from passive to active. The question becomes – “What must that message say to procure this transition?”

Let me start with something that George Emmons, former president at Key Community Bank, described as a ‘blinding glimpse of the obvious’.

There isn’t a single marketing message that will tell a prospective new buyer:

• The company’s products are very expensive,
• Should you need support after purchasing, the support will be poor,
• Should the product fail to perform or should it break, there is no guarantee,
• The people you will be talking to are not competent, are biased in the approach and do not have experience

No one communicates to the market place the negative aspects of their products. Everyone has:

• Top of the line products,
• Great pricing,
• Unparalleled service,
• Guaranteed or your money back,
• Professional and courteous sales associates who care only about you and your family

With that as the back drop, the question becomes “What is the one thing I can do to get the market’s attention?”

The answer? “Deliver a message that doesn’t look, act or sound like everyone else’s message.  Communicate in such a way so that people instantly think ‘This is different’.”

• The elevator pitch
• The value proposition
• The 30-second commercial
• The Unique Sales Approach
• The brand promise

The message has many names, but it should communicate, in a brief, appealing and effective manner, how the company and product will work for the end user.

Apple – “We make great computers. They are beautifully designed and easy to use.”

The Late John Savage (Insurance professional) – “I deliver buckets of money when people need it the most.” 

Geico – “15 minutes or less can save you 15% or more on your car insurance.” 

Anthony Cole Training Group – “We help organizations close their sales opportunity gap.”

Your compelling message should elicit one of the three following responses.

• “Tell me more.”
• “How do you do that?”
• “That’s me (us). How can I fix it?”

The best way to create a powerful message is to listen to your message as if you are a prospective buyer.  When you deliver your message to you, do you look, act or sound like everyone else?   If so –change your message.

You want it to cause people to react— “Tell me more.” “How do you do that?” “That’s our problem. How can we fix it?”

If your message is not having this effect, change the message.

If your salespeople MUST be great on the -phone then why not find out, as early as you can, how GREAT they are on the phone? If your salespeople have to be like most salespeople, they must:

• Reach out to prospects in the marketplace by phone. Yes, there is email, and LinkedIn and Facebook etc. but eventually to schedule an appointment, most sales people have to pick up the phone to initiate the relationship or continue the relationship beyond a click on an article.
• Be able to deal with people who are busy and generally don’t like to talk to salespeople, don’t like being interrupted and are not waiting by the phone waiting for your sales expert to call them.
• Be able to speak clearly and concisely
• Communicate exactly why the person on the other end of the phone should keep listening and perhaps invite them to visit
• Have the skills to take control of a conversation by asking meaningful questions that will cause the other person to stop and really listen
• Be memorable, engaging, thoughtful and easy to talk to
• Convince the listener that it would be a mistake to not meet or it would be of great benefit if they did meet
  
  

What is the best way to find all of that out and when is the best time to figure that out? As soon as you can. And that is why we recommend the 5-minute interview.

The interview takes about 7 to 10 minutes, but I want you to tell all candidates that it’s only going to be 5 minutes. Why?

• You want to create an environment that is going to be similar to what they face when they actually call prospects.
• You want to get a feel for how they respond to pressure and challenging questions:
  • Mary, thanks for calling in, we have about 5 minutes so let’s get started. You saw and read the job attraction post. What makes you think you’re a fit?
    • Mary will give you standard answers about how successful and dedicated she is.
  • To which you replay: Mary I’m going to talk to 3 other people this morning I’m pretty sure I’m going to hear the same thing.
  • The job attraction post requires hunting, so you ask Mary if that describes her.
    
    • She will give you the right answer and pass the intelligence test with a ‘Yes’.
  • You respond with – how would I know that? If I followed you around for 30 days how many new appointments would we go on?

You get the point. This is uncomfortable for you probably because is sounds so aggressive. Well that is pretty much what the phone call will sound like for Mary, Joe, Bob or Jane when they start making calls for you when you hire them. Again, when do you want to know that they can or cannot handle challenging perhaps difficult prospects?

Finally, you need to find out if your candidate can close. You must close your part of the conversation by informing the candidate that you will be interviewing additional candidates and will be making calls to invite qualified people in for an interview. If they hear from you then they’ve made the cut, if not you wish them the best of success. Stop and wait. If the candidate does anything to continue the conversation or asks something like, what do I have to do to make that cut?, then give them points. Depending on how the resume and the assessment results, you may or may not invite them in. If they do not attempt to close to get invited in for an interview, then chances are they won’t close for an appointment with a prospect.

In every sales training and coaching program we work with individuals to help them write and deliver their phone scripts, value propositions and elevator pitches. These are important components for salespeople to differentiate themselves in a crowded marketplace. And this exchange should begin the relationship on the right foot by getting the audience engaged.

Here is the approach I use when calling on executives that fit our ideal prospect profile:

Hello John, this is Tony Cole. (pause)

Yes Tony, how can I help you?

Well John, I’m certain of two things: 1. You were not sitting by your phone today waiting for a call from me and 2. If you are like many of our clients there is currently a lot of pressure and concern about making revenue and budget numbers.

Pause – and wait for a response.

Can I tell you why I called? Sure.

Our clients are those that recognize that their current sales structure is perfectly designed for the results they are getting today. And today the results may not be enough to make budget projections. I’m calling to find out how much you, as president of the company can relate to that scenario. Pause. Can I ask you a question?

In a word how would you describe the overall results of your company as it relates to taking the full advantage of the opportunity in your markets? (Assume the prospect says, “pretty good”.)

Why just pretty good? What is missing? (Engagement begins)

You must understand the game

Years ago, one of the lead execs from our client Key Bank shared an article called, “What it takes to be a Coach”. It began with You Must Understand the Game.

At the time, most did not understand that the ‘game’ is the game of selling. Managers and internal trainers must really understand the game of selling. Unless internal trainers have strapped a headset on, make hundreds of dials, asked for introductions, been rejected, sold big cases and started with small sales, then they cannot understand the game. It would be like taking flying lessons from a pilot trainer that did all of their flight learning in a simulator. Would you want them as your flying coach?

Most sales managers end up in their manager role because they were good to great salespeople and the company was looking to replace a current position.:

Rarely if ever does that person go through an intense, fully integrated sales training development program to help them effectively execute the required skills of an effective coach.

As an example, in the script above an effective coach will teach their salespeople to get a prospect involved in the conversation as quickly as possible. This is done by executing two steps:

1. Saying your name and then being quiet
2. Informing the listener that it may not make sense for the call and ask for permission to proceed

Ideally, the prospect gets involved in the conversation within 3 seconds and then gives the salesperson permission to make their value proposition or elevator pitch. That takes coaching knowledge and skill. You must know the game.

Peter Jensen is an Olympic coach from Canada and author of the book “The Third Factor”. I met Peter at Bill Ekstrom’s EXSELL Conference many years ago. He states that the first two factors for success in anything are nature and nurture. The Third Factor, specific to coaching, is:

You must have a coaching bias.

This is what it takes to be successful at coaching: you must love coaching and the game of selling. You must thrive on developing others to be the best versions of themselves. It must be about helping others gain the spotlight, success and financial rewards or a job well done. It requires sacrificing ego and the need to be right for the other person to discover their path, develop their skills and become the expert.

There are assessments in the marketplace to help people identify if they have what it takes. We use Objective Management Group’s Sales Manager Evaluation. Three key findings are identified and scored:

1. The Will to be successful specifically in the role of manager or sales leader
2. The Sales Manager DNA
3. The Sales Manager Competencies

The evaluation provides an index percentage that tells the evaluated sales manager how they rank against other who have taken the evaluation. If their percentage is 80%, they are better than 80% of the managers who have taken the evaluation. Our 20+ history has verified that most sales managers have less than 10% of the skills needed to be an effective sales coach.

In summary, most sales managers struggle to get their salespeople to perform for one of the following reasons:

• The manager doesn’t have what it takes - the skills - to be good at the job
• The manager doesn’t take the time or doesn’t have the bandwidth to handle the job and spend appropriate time coaching
• There isn’t a consistent ‘Sales Managed Environment’ to execute to so that day in and day out, it’s a different process.

We may well be entering into a new reality when it comes to sales and business success moving forward. In order to stay ahead of the curve, and competition, companies need salespeople who are as can differentiate themselves in a virtual environment. They need sales managers or coaches with a coaching bias who can monitor and track each individual’s sales activities, coach, and hold them accountable to behaviors that will produce revenue.