Wednesday, April 23, 2008
Help Someone Else… Help Yourself!
Another problem that I found myself constantly running into was short-cuts. I would make assumptions about what was wrong with a company without even fully diving into their individual challenges and cut my sales story down because I understood the product so well that I presumed they did too. Really getting back to the basics of how the Sales V works and what is crucial to cover in an appointment was almost a slap in the face of everything that was seriously lacking in my own appointments.
All in all, being a mentor has really helped me much more then I could ever have imagined. By getting back to the basics of how to run an appointment and being motivated to get back to the “I can do anything” attitude really got me to turn around. To be honest, being a mentor is by far the most rewarding part of my time here at Careerbuilder and I would really recommend that you try it out if you’re looking for a way to help others- but ultimately help yourself.
-Megan Sedjo
EBU
Thursday, March 20, 2008
I'm Not Interested
By Wendy Weiss at EyesOnSales, a community for and by sales professionals (http://www.eyesonsales.com)
Created Mar 6 2008 - 11:42am
Whenever I conduct a workshop or teleclass, invariably someone asks the question: "What should I say when the prospect says, 'I'm not interested?'"
My response invariably is: "It's probably too late."
Certainly you can try to recover from that "I'm not interested" response but the bottom line is if everyone that you speak with says, "I'm not interested," you're not saying anything interesting.
If you have a compelling script with stellar delivery, you will hardly ever hear the words, "I'm not interested." That's because you will actually be saying something interesting!
On the telephone, you have approximately 10-20 seconds to grab your prospect's attention - and if you do not do that, your call is probably over. 10-20 seconds is not a lot of time. You are not going to convey a lot of information in 10-20 seconds. Instead, what you'll convey is your energy, your confidence and your excitement. Your words must reach out and immediately grab and hook your prospect's attention.
From the moment your prospect says, "Hello," your goal is to gain your prospect's attention so that she is hungry to hear more. If you don't hook your prospects in the beginning of your conversation, they will not want to speak with you. They will say, "I'm not interested," and worse case, they may hang up on you.
In order to hook your prospect, ask yourself: Whom are you calling? Why should they be interested? You're looking for hot buttons, those issues that are so important to your prospect that when they come up, your prospect stops in her tracks to listen. The big point here is that when you are trying to hook someone, you have to have some sense of what's important to them.
Ask yourself: What is the value that I (the company/product/service) bring to customers. How do they benefit? How do I (the company/product/service) make customer's lives easy, stress-free, happy, profitable etc? You may have to do some market research and/or brainstorming here. Once you've determined that value, however, lead with it.
Here's an example:
Last year when I conducted the "Cold Calling College--Live" group coaching program (http://wendyweiss.com/coldcallingcollegelive.html), I received an e-mail from a participant. He said he was calling owners of mid-size companies and not having much success. His e-mail read:
"...I say my name and company and then say 'we specialize in business performance management solutions for budgeting, reporting and analysis.... I hear 'not interested' then they hang up before I can say anything else.
Another thing I have tried is, '...the reason I am calling is to introduce [company name]'s budgeting reporting analysis solutions and to invite you to an Excel seminar....' But after this I hear, 'not interested,' then they hang up before I can say anything else."
It's hardly surprising that these introductions didn't work. They weren't interesting. There was nothing in those first sentences to grab and hook a business owner's attention.
Later on, after going through the "Cold Calling College" process, the person who wrote this e-mail was able to pare his introduction down. His introduction ended up being something like: "We help companies keep the money they make." Short, sweet, to the point and focused on the value to business owners. Prospects stopped hanging up on him. Instead, he was able to start scheduling meetings with those business owners.
Lesson learned: Do your homework. Understand your prospects and when you pick up the phone, have the answer to the question: "Why should this prospect be interested?" If you have that answer, you will never again hear: "I'm not interested."
Monday, March 17, 2008
"What did it take to get #1 rep in the entire EBU for the month of February?
This process took a lot of hard work, it entailed knowing where I stood in the month vs. the other reps that I was working against. I had to want this achievement for myself, no one else can make me work hard but ME. I knew that I had to blow up my activity and that's why I made "stretch goals" for myself, goals that seem just out of reach. I kept pushing myself to hit those goals and I knew that’s how I could capture the top spot. My manager Rory Goldstein gave me the extra push that I needed when I would say "I'm done" he would be right there with me the whole way urging me to do more, asking for MORE!
This next thing may sound crazy, but I utilized positive affirmations and I still do today. Saying things like "I'm the best in this company", I'm the best at what I do, I like myself, my clients like me, I will succeed, I will achieve my goals and anything else I could think of to boost my self confidence and demeanor on the phone. Now at first nothing happened, about 3 weeks into using these techniques I saw magic! My sales started to steadily flow in like water.
I also knew what the "prize" was at the end of the tunnel so to speak and that definitely helped me focus on what I was doing and blocked out all other distractions in the office.
Hard work, persistence, and getting outside your comfort zone will all help you achieve the #1 rep in your division.
Now one can want you to get there more than YOU DO!"
-Kenneth Yakel
"Work is what you make of it. I truly believe that everyone here is given the same opportunity and resources to succeed and excel at their job. I know, I came into the company determined and focused to do well, therefore I pushed hard and during times when I would fall behind, I always had my eyes focused on the goal, and that was to be prove to myself that I can accomplish anything i put my mind to. Sales was not my dream job, but I am taking advantage of this time to professionally build myself and use this as a stepping stone in becoming stronger and more developed."
-Kannitha Sith
"“Nothing is worth more than this day.” – Goethe
One of my best friends from college gave me a card with this quotation as the front design. Ever since then, I’ve always put it up where I know I’ll be able to see it everyday. It’s a nice, little helpful reminder that “nothing is worth more than this day;” all we have is the present, the now.
To be honest, I was quite surprised when my name was called on the Top 10 Reps list for February. I didn’t even think I would qualify. The reps were asked to write a short testimonial on how we’ve managed to achieve our spot. My immediate response was, “Dial – Set – Run = $$.” This has constantly been drilled into all our heads more than once by upper management. Digging deeper, however, I realize that what got me on that list was my inner drive to hit my goals (short term and long term). From the very first week in training we were all told to write down our goals and focus on hitting them. Well, I did. I wrote down very detailed goals, thought of how I was going to achieve them step-by-step and everyday I made that step forward, inching me closer to victory. When I get to work in the morning, I mentally create daily goals for me to reach; it’s a lot easier to attain something bigger if you break it up. So everyday I made sure I was doing something productive towards my main goals. Eventually, before I knew it, I accomplished my goals. And, boy, it sure does feel great to be able to cross them off my list.
"Living in the “now” everyday when I came into work was what helped me to become successful for the future. We’ve all heard from seasoned reps that doing the activity NOW will set us up for making sales THEN. All we have is the present; so live in the NOW and make it count for THEN.""
-Christina Intal
"My goals in life have helped me get here. Honestly, I am just like everyone else. There are days and weeks that are hard for me. I have been perseverant. Whenever I feel like I can't do it, I remind myself why I am here. Attitude plays a big role in everything. I have places I want to go within the company. I want to buy a house and go back to school. Those are my reasons to continue pushing. You have to have a rock solid reason why you are coming to work each day and cold calling. When I first started, the main reason was I had rent and bills to pay. I didn't have a choice, I had to succeed."
-Frances Knapp
"I was able to put more deals on the table by keeping my activity high but also made sure I was always running quality appointments. Additionally, I started using Live Meeting with every appointment and that has been a key factor in closing more deals. It really works!
Send thank you cards with your business cards in them because you will get a call back when the time is right for them. I closed a 6k deal with a company that was one of the first appointments I set back in training over 8 months ago!"
-Heidi Schuman
"Sell yourself on every appointment and have our great products compliment you because the products speak for themselves. If a client feels that you are an extension of what they are doing, it is probably something new to them that our competition has not offered them before. February consisted of numerous small deals to get old clients back and new clients to try us. By working closely with them, I am setting myself up for some big deals for March/April. I would say customer service, Live Meeting, and really knowing our resume database inside and out were the keys in finding my success."
-Steve Denson
"I achieved this wonderful ranking due to extreme encouragement from my team lead at the time, Justin Main. I ran great appointments by asking a lot of important questions. I also asked for advice from my more experienced team mates, since I don't have as much experience. With the help of great people around me, and with my positive attitude, I was able to exceed my quota and get good clients along with it.
Some examples of tactics that keep me going are:
I alway s tell myself, I have three weeks to hit quota; I never let myself think I have four weeks.
I don't go out for lunch (not even to the break room) until I hit quota. This keeps me focused.
For my lunch I will try to do postings for clients and take some Online Modules on Merlin.
I just like to work hard and make things happen!"
-Michelle Broderick
"I know that sales can be very tedious, however I know that activity is key. It's a numbers game . The more people I get in contact with the better chance I have to make money. I have companies that I ran appointments with in October calling to buy now, so I am starting to see the light at the end of the tunnel"
- Kelly Crost
"This month was all about getting the pipeline flowing, taking care of current customers and turning those customers into winbacks. I have had a habit of letting those short term trials fade out instead of sticking with them and turning it into a larger account. Of course dials and activity played a large part, but you can never underestimate the importance of good old fashioned customer service."
-Chris Gregg
Overcoming Recession Rebuttals
Great article on how small businesses can recession proof their business.
Takeaways:
- Improve your management reporting (and your management!)
- To keep your company lean, you should set and measure inventory targets and keep in daily or weekly communication with your sales and operations staffs (talk about sales and operations and how to improve efficiency with better workers - talk TO these departments to!!)
- To keep from losing business, keep in close touch with your customers. Recognizing that when the business climate changes, customer needs will change as well. That may mean new markets will open up (You need the best people in place to help your clients and to help find the new opportunities/markets that will open up and how your company can make money from them. Talk about marketing, customer service, and business development)
- Develop strategies to land more customers - To make their companies grow they will have to steal customers from their competitors, period. The pie is shrinking. To do that you must create the best experience for your customers and to do that you must have the best people in place.
- Spend on hiring. Business owners should hire—not fire—during a recession. Economic downturns are short-lived keep the bigger picture of long-term growth in sight. "It's easier to invest training time for new hires during slower growth periods. Another strategy is to look around for people who have been laid off from other companies and pick up some available talent. "This is a great time to find top performers who will help bring your company to the next level”
- Continue to get the word out about your business. Continue marketing and advertising (talk about getting A Players in these departments and using CB to get the word out there also!)
- Entrepreneurs must keep their personal credit ratings high
Monday, March 10, 2008
Deliberate Practice
"The best people in any field are those who devote the most hours to what the researchers call deliberate practice. It's activity that's explicitly intended to improve performance, that reaches for objectives just beyond one's level of competence, provides feedback on results and involves high levels of repetition.
For example: Simply hitting a bucket of balls is not deliberate practice, which is why most golfers don't get better. Hitting an eight-iron 300 times with a goal of leaving the ball within 20 feet of the pin 80 percent of the time, continually observing results and making appropriate adjustments, and doing that for hours every day - that's deliberate practice."
Simply hitting your minimum activity numbers is not deliberate practice, which is why most sales reps don't get any better. Picking up the phone 175 times each day with a goal of setting 6 appointments and running three appointments 75 percent of the time, continually observing results and making appropriate adjustments - that's deliberate practice.
Link to full article: http://money.cnn.com/magazines/fortune/fortune_archive/2006/10/30/8391794/index.htm
The Voice of EBU
Upcoming Events:
· 3/17: St. Patrick’s Day
· 3/17: Account Review with Matt Ferguson
· 3/23: Easter Sunday– be aware companies will be closing down around the holiday
Relationship Selling
Remember the Thanksgiving “Friends” episode where Rachel makes the trifle - everyone starts out on the same page – they are all there to have Thanksgiving Dinner. 15 minutes into dinner, they are all talking about completely different things and no one has any idea what is going on.
Ross: Monica and Chandler are living together!
Monica: Ross married Rachel in Vegas! And got divorced! Again!!!!
Phoebe: (joining in) I love Jacques Cousteau!
Rachel: (reading the recipe magazine, finally figuring out that...) I wasn’t supposed to put beef in the trifle!
Joey: (pounding the table) I wanna go!
As entertaining as that episode it (it is my all-time favorite), it is easy to mix messages, especially over the phone in inside sales. At the end of the day, our prospects and clients want to work with someone who is direct, clear, and that they can trust because they have developed a good relationship. It is easy to go 2 ways with client relationship: 1) we don’t want to “jeopardize” the relationship, so we never create urgency, or 2) we know that Careerbuilder.com will change their lives and their company ( and get us to quota), so we stalk the clients to get their signature and then leave them alone so that they don’t hate us.
Relationship Selling is a unique combination of these 2 methods. It allows sales reps to create “professional friendships” with their clients, and like any friendship, they listen to you (as their friend) and trust your opinion. When you believe in Careerbuilder.com, it becomes contagious, you think about it, talk about it, and share it with your “friends” your clients. You understand that partnering with the industry leader will bring incredible ROI to small business and help them to emerge victorious from a struggling economy. Relationship Selling becomes your pathway to greatness for you and your client!
Relationship Selling has helped reps throughout Careerbuilder.com and EBU become promoted to Level 4, to Leadership, gain referrals, and turn trials into $100K deals!
Eight Secrets of Relationship Selling
1. Create Professional Friendships: Listen. And then listen some more. A sales call is all about careful listening. I listen, write down what I heard, summarize what I heard, and let the person know what I will do based on the information that I heard.
2. Follow-up. This means deliver accurately and on time. If you do what you say you are going to do, when you say you will get something done, you start building trust from the beginning of a sale.
3. Take pride in what you have to sell. If you know what you have to sell, inside out, and you also know background information about your client, you'll close a sale faster. Be educated. Take the time to know both your service and your client's needs. Then practice what you have to say. And remember, the worst that can happen is that someone will say "no."
4. Care about your clients. Respect your clients' time. Always ask if they have the time to meet or talk, and always (always!) be on time. If a client has an urgent need, a vexing problem, feels lost and intimidated, help out! Whether it is referring them to Middle Market or teaching them about keywords, no problem is too small to get help. If you are genuine about what you want to do for your client, you will have a lifelong client.
5. Never make a client feel like "just a sale." You are there first, to take away your client's pain, and second, to add the client to your quota list. At the same time, you are in business to make money. Explain to your client what comprises your costs and fees so that the client understands your business, too. If asked to compromise value for cost, take the high road and let the client know that you pride yourself on your values and can't compromise them even for the biggest sale.
6. Stay focused. To be consistent and timely and reliable, you need to be organized and focused. Manage your time, allocate the right amount of time to making a sale so that you are able to be on time and not rushed.
7. Give yourself a wide net. The more people that you talk to, the more you blueprint, the more appointments you run, you will set yourself up to be successful because people know who you are. Play the odds in your favor – if 10 people know who you are, you are that much closer to building relationships and closing deals that will change the lives of multiple people and multiple companies. If you only focus on 1 person, you are expecting a lot from them.
8. Have fun! If you don't have fun doing your job, you'll sell less! Selling isn't about pulling one over on someone. It's about problem-solving and working with a client toward a solution. A client needs something from you. You have a service (or product) that solves a problem that the client has. The client has something you want—a problem that the client will pay you to solve. Remember that it's a two-way street.
Here’s to $100K!
-Elizabeth Schillo
My First Month...
I have recently just completed my first month on the floor calling into Nebraska and Minnesota. I was the MVP last week for the Central EBU, hit my first fast start, am on schedule for my second, and just made my second sale in zero quota. I was asked to write this article because I was new and doing pretty well. I was asked what I thought I did differently than others just starting out and what separated me from the crowd. While thinking about what had led to my early success I kept coming back to what we have had drilled into our heads from day one. Activity and goals! I know we hear it all the time but it really is pretty simple. Set your goals and go above the minimum on your activity; that’s it. If you make it your goal to have the highest activity on your team every week there is no way you can fail!
-Mark Hannigan
Work It Out!!
Every day we are faced with a plethora of decisions, whether it is deciding what to wear to work or we are faced with bigger challenges such as who can we sell to and how much. The question I ask myself each morning is, how will I work it out today? Meaning, what decisions will I make to decisively navigate me in the right direction to get me where I DESIRE to be. Yes, this is entry level sales, but we have the power and authority to determine how GOOD we will become.
Working in a quota intensive environment should not be an inhibiting or discouraging factor, but see it as a mark in the race that you need to pass. Quota is not the ends to all means, its merely a flag being waved to direct you to your ultimate goal. What I mean by this, is when you get up each morning to come to work, come with a vision for yourself, a goal, a mission, a dream, so everything you do will put in the narrow path of achieving what you are working for. You must WORK IT OUT! There is no problem too big, no job too hard and no decision too difficult that you demobilize yourself from moving in the “right” direction. We all have one common goal here and that is to sale exceedingly and abundantly, because in order to move on up, we have to show ourselves worthy of a promotion.
So, the next morning we wake up, instead of dragging ourselves up practically pulling teeth to come to work, make it a habit to challenge yourself as a daily reminder that you will WORK IT OUT! That no matter what you are faced with each day, you will make the conscious decision to proactively put yourself in a position to receive great things from working hard. Your time of harvest comes after the good seeds have been sown. So every dial you make, every set you create, every appointment you run, and every follow up you that goes through is a seed being planted, and not its time for your harvest.
-Kannitha Sith