The move is complete!

This weekend Engage moved into our new office space. Chris spent most of the weekend setting up computers, fixing printing issues and printing the website to our new hosting service at godaddy. Whew....am I ever glad we are on holidays next week....its been non stop since July!

Have a super Christmas and new Years! Take some time to reflect on your 2008 goals and I look forward to working with everyone to sell more next year!

Colleen

Quick Fix #9: Empathy, compassion - and sales

It's the last in our series of quick sales fixes so finally, remember that the very best sales people always display a balance of focus, and empathy.

Successful sales people are goal-oriented individuals who want to win business. But they are also people who genuinely care for their customers, and want to help them above and beyond closing the sale.

To demonstrate that you care about your customers, ask questions, take notes and lean in to show that you're engaged in their answers. Be innovative in finding ways to help them with problems, even in situations that aren't related to you and your business. Be sincere, because no matter how good an actor you are, faking it just won't work. And take a genuine interest in your customers.

Because when you take an interest in people, they remember you - and when people remember you, it's good for business.

The Bottom Line

More than ever before, buyers today are looking for trusted partners, with whom they can build long-term relationships. They want to know that you're being honest, that you put their needs first, and that you really do want to help them.

The bottom line is, customers look at your actions, not your words, to see whether or not they can really trust you. So in every interaction with your customers, ask yourself: is what I'm doing right now enhancing trust, or eroding it?

In other words, ask yourself: if I were them, would I buy from me?

Dedicated to increasing your sales,

Colleen

Quick Fix #8: Your net worth is your network

Good Morning,

There are two types of people in this world: Life Givers, and Life Suckers.

Life Suckers complain constantly about their problems, yet never seem to want to do anything concrete to solve them. They're exhausting to be around, can ruin even the most beautiful day, and will literally "suck the life" out of you if you give them half a chance.

Life Givers, on the other hand, understand the power of reciprocity, and use it to their advantage.

Life Givers know that what goes around, comes around. They're always in the top 10% of all sales people, because they understand the importance of building, maintaining - and especially sharing - their network.

Don't hoard your contacts. Open your proverbial Rolodex, and start making introductions. Be the first at an event or party to provide a contact to someone you've just met, rather than waiting for them to give you something first. Once you start sharing your contacts and making connections with and for others, your clients and contacts will soon start returning the favor, and you'll find your network will grow - and your business soar - faster than you ever thought possible.

Speaking of networking, here are a few ideas to help you connect with those who can help your business succeed:

Go to the same events over and over again, to become familiar with - and to - the other attendees. After all, no matter how efficiently you can "work a room," you're not going to meet all the important people at an association event the first time out.

Offer to help first. Instead of going into a conversation to see what they can do for you, ask: "If I could do one thing that would help your business, what would it be?"

Go to every event with a clear goal. Plan to meet five people, collect five business cards, and make five introductions. Then, when you get back to the office, send a hand-written thank-you card to everyone you've met.

Dedicated to increasing your sales!

Colleen

PS - don't forget to take our poll below!

Opinion Polls & Market Research

Quick Fix #7: Honesty sells

A client asked me recently whether sales results can be improved - and sales targets met - even in what some call a "soft economy." The answer is an unqualified yes. But first, we have to stop blaming the economy.

Sure, the economy plays a role in sales success. But it's only one element, and definitely not the most important one at that. At its most fundamental level, sales performance is about one thing and one thing only: performance. Today's top sales performers understand that fact, just as they understand that their performance is a direct result of how they demonstrate Attitude, Integrity and Caring towards their customers, each and every day.

Yes, some clients have a poor perception of sales people. But that, too, can be changed. Don't believe me? Then read on - and please enjoy the last of our three-part series on how you can re-align your sales tactics, to fuel your success in any economy.

Successful sales people come from a wide variety of backgrounds, sales styles and techniques. But almost without exception, there's one thing they all share: successful sales professionals understand that honest communication is the secret to increasing sales effectiveness.

These sales people focus their efforts on creating a positive customer experience, based on openness and trust. As a result, 98% of their customers never even think of looking elsewhere when they need to reorder.

As the old saying goes, there are two kinds of lies: those of commission, and those of omission. If you want to establish a reputation for honesty, never lie to your prospects or clients either by what you say, or what you choose NOT to say. And no matter how tempting it may be, never rationalize a lie by telling yourself that it's "no big deal" or that it "won't affect the outcome of the deal."

Take my word for it - it will! Sooner or later, the customer will realize that they've "been sold," and once they do, they'll turn the tables and start playing games with you. Once that happens, your relationship will become based on distrust, and reestablishing trust can be a nearly impossible task.

As Steven Gaffney (www.justbehonest.com) and I discuss in our upcoming book on Honesty In Sales, the easiest way to have a more honest and open working relationship with your customers is to first learn how to separate the facts, from what you simply imagine or assume to be true. For example, say a prospect hasn't returned your phone call in two weeks (FACT). You imagine it's because they've decided to buy a competitor's product instead of your own (ASSUMPTION). But there could be an almost endless number of equally plausible reasons why they haven't returned your call, including:

• They bought from someone else;
• They've been too busy;
• The contract or funding was cancelled;
• They're sick or on vacation;
• They haven't made a decision yet; or
• They're ignoring you.
  

These are just the first six possibilities that came to mind. Spend a few minutes, and you could easily come up with a dozen more. The point is, we sales people are particularly vulnerable to the mistake of making decisions and taking action based on what we assume, rather than what we really know. Sometimes we're right. But all too often, our assumptions are wrong, and the consequences of acting on an incorrect assumption can be severe.

So how can you avoid making this mistake? By changing your mindset to allow for the possibility that you may be wrong. Try entering your next sales call by saying to yourself: "you know, I might be right that Colleen is not interested in my product, or I might be wrong. Either way, I'm going to find out."

Simply allowing yourself to admit that your assumptions might be wrong will ensure that you get to the truth before you make a firm decision, or take action. Has a customer ever been less than open with you? If so, step back and look at your own behavior. If you've ever lied to them, then your communication style may be to blame for their dishonesty.

For more tips on how getting to the truth can get your call returned, re-read our article on THE GATEKEEPERS: PART I - How to Stop Blaming Voice Mail for Poor Performance, and Start Closing More Sales.

Dedicated to increasing your sales,

Colleen

Quick Fix #6: The prospect is always right

Nobody likes to be told that they're wrong - especially someone you want to buy your product or service.

I cringe when I hear sales people defend their products, services and prices when a prospect raises an objection. Take it from me, the prospect won't change their minds simply because you want them to. They will only buy from you for their own reasons - not yours.

To discover what their reasons are, you need to support and acknowledge their objection, rather than becoming defensive. So the next time a prospective client tells you that "we already use ABC to do that," instead of telling them why ABC is a bad choice, just respond by saying: "That's OK, many of our clients use (that product). The reason they want to talk to us is to ensure that they're always (insert a value statement). When was the last time you reviewed your system?"
For more information on handling objections, re-read our article Is your prospect hesitating? Are you surprised? available on our Web site.

After the question's been asked…

Finally, while we're on the subject of questions and conversations… have we forgotten the most important part of any conversation - listening to the other person?

Most people say they are excellent listeners. But when is the last time you actually felt truly listened to? To hone your all-important listening skills, try one of the following techniques during your next sales call or meeting:

• Take notes. This will show your prospect that you're paying attention, while also ensuring that you don't forget any important details.
  
• Pretend you're Columbo (without the scruffy trench coat!). Remember how Detective Columbo would always ask that one last, revealing question before leaving the room? Take a lesson from his successful track record, and ask clarifying questions such as "what do you mean by that?" or "how is that working?" You'll gain a deeper understanding of your prospect's needs, and instantly enhance your credibility.
  
• Last but definitely not least, don't interrupt. Resist your urge to complete your prospect's sentences, and never, ever - ever - cut them off mid-sentence. In other words, when it's their turn to talk, keep your mouth shut!

Dedicated to increasing your sales,

Colleen

Quick Fix #5: Start a conversation, not a sales pitch

Too often, sales professionals set their primary objective as: "I am trying to sell you something." I know this may sound backwards, but adopting that mindset is one of the worst - and most common - mistakes you can make.

Instead, before every sales call, replace that objective with: "I want to start a conversation." This will help you instantly overcome two very important call obstacles.

First, it will relax you, and take the pressure off your client, freeing them to stop looking at you as an adversary and start viewing you as a trusted advisor.

Second, adopting a conversational frame of mind will encourage you to ask more questions (see Quick Fix #4 below), and bring you closer to that 80% listening "golden rule."

Dedicated to increasing your sales,

Colleen

Quick Fix #4: Turn a self-centered presentation into a two-way dialogue

Entrepreneurs and executives alike increasingly want to know how they can sell more, in less time, at a greater profit. With that in mind, what is the single best thing you can do to immediately improve revenues, and raise your bottom line? Focus the bulk of your energy on your greatest revenue generator: sales!

Of course, when it comes to multiplying sales revenues, there are no magic bullets. After all, if increasing sales were that easy, everyone would do it - including your competition. But as we began discussing last month, there are nine "quick fixes" that can do wonders to help you break loose from all those "good old" sales techniques that just don't work anymore, set yourself apart from the pack, and start you on the road to consistently performing at the top 20% of the industry.

Over 20 years ago, Neil Rackham concluded a 12- year study analyzing some 35,000 sales calls conducted by 22 companies in 23 countries. The objective of the study was to determine the precise behaviors of successful sales people.

What did he find? That mediocre sales people make statements. The best ask questions.
Yet despite this research, today, the number one weakness among the overwhelming majority of sales remains their ability to ask questions. During sales meetings, your golden rule should be to talk no more than 20% of the time. This means listening for at least 80% of the conversation.
How can you accomplish this seemingly straightforward yet elusive goal? The next time you make a sales call, try one of the following simple exercises:

• Turn all your "feature and benefit statements" into questions. For example, instead of just telling the prospect that your product is Web-based, try something like: "I understand that a Web-based application is important to many companies. Is that the case with you?" By asking questions rather than making statements, you will ensure that your next sales meeting is a two-way dialogue rather than a one-sided - or even self-centered - presentation.
  
• Create a list in advance of all the questions you would like to ask. Then, carry that list into the meeting with you, and commit yourself to asking all the questions before you leave. In addition to improving your sales skills, having a prepared list of questions will also demonstrate to the client that you are diligent and well prepared for the meeting.
  
• Practice using the word "why." Why is that important to you? Why do you need a 10% discount? Why do you want free shipping? Why do you need the quote tomorrow? Asking "why" can help you get to the true meaning behind what the customer is asking for.
  
• Plus, aim to ask three questions every time the customer makes a statement. These could be expanding questions such as "please tell me more about that," clarifying questions like "why" or "what do you mean," or closed questions such as "is that feature mandatory to your requirements?"

Serving the Baby Boom

I saw these interesting nuggets on the McKinsey Newsletter today and got to thinking about how better to serve this wealthy, demanding yet flexible market place.

• The baby boom generation will soon have more influence over the US economy than any other group of 51- to 70-year-olds in history.
• Despite this group’s economic power and high hopes, only a fraction of the boomers are financially prepared to retire. They also face significant health and social challenges. But the boomers are also resourceful and open to change.
• Companies that can help them to redefine the idea of retirement, to protect their health and wealth, to achieve their aspirations on a budget, and to create a sense of community will be richly rewarded in the years ahead.

It's worth thinking about - regardless of whether you are a financial advisor or in health care or not.

Cheers Colleen

Quick Fix #3: The Right Opener

The wrong opening statement can actively repel even the most open and agreeable of customers. So if you ever find yourself starting a conversation with "how are you today?" - stop it!

Why? Because it reminds your customers of all those annoying dinnertime interruptions they've gotten over the years from telemarketers looking to sell them something they don't want or need. Are you a telemarketer? I didn't think so. And even if you are, stop sounding like one!

Try opening with this rapport-winning phrase instead: "Did I catch you at a bad time?" This has worked exceptionally well for me, because it points out the obvious, and that makes the customer laugh. Of course it's a bad time! Any non-scheduled call is an interruption. But by admitting that fact, you can begin to build rapport, and start your conversation off on a high note.


Script your "Opener" right now. If you're stuck for ideas, re-read our article on 5 Steps to Cold Calling that Won't Leave You Out in the Cold.

The bottom line: Treat all your customers the same, and the best will go away
Finally, since we're talking about sales mistakes in prospecting, we can't forget our real customers - the people who are paying us now. What are you committed to doing this year to make sure your best clients stick around?


Here are a few great ideas gathered during a recent sales goal planning session I did with some clients:

• Build genuine relationships, go beyond asking common questions, and dig for real emotional issues.
• Take the time to schedule "in person" meetings as often as possible. The telephone and email are productive tools, but nothing builds rapport as well as a handshake and eye contact.
• Be willing to offer your Gold customer something unique and of added value - a better service, a guarantee, faster turnaround time or a volume discount.
• Get in touch with your customers every 6 weeks, and always call or send them something of value first - don't call just to see whether they're ready to order more product.
• Send a note or other recognition on the anniversary of the date they started doing business with you, or even better, on their company's anniversary.
• Send your best customers referrals to potential clients and partners.

Dedicated to increasing your sales,

Colleen

Great new Article on HBR

Hi There,

I saw this article on product development and creative thinking and I thought everyone should read it. You can see the article at Harvard Business Review on line.

Cheers Colleen

Quick Fix #2: Hidden Clues

Quick Fix #2: Hidden Clues

According to a recent study from the October 2003 issue of Sales and Marketing Magazine, an average of 45% of sales people have faced discrimination from clients based on their non-verbal communication, including the way they dress, their mannerisms, their posture and even their gender.

Obviously, there are some things you simply can't - or wouldn't - change. But what about some of those things that are under your control, and which could have a serious effect on your success?

For example, did you spill mustard on your shirt or blouse, and forget to clean it off? Do you often go to bed too late and have to drag yourself into your first call, or tend to eat a huge three-course lunch and then spend your 2pm meeting yawning at your customer?
Sales is about trust. Trust is built on rapport. And rapport is a direct function of your customer's perception of you, and how they feel about you. No, it's not fair. But it is a reality. So pay attention to your business style, manner and projection.

Remember, in sales, the customer's perception is always the reality in which we work. Our job is simply to align our behaviours, style and intentions with our customer's perceptions. Substance is what will convince them your product or service is the right solution for their needs. But style is what will get your foot in the door.

Dedicated to increasing your sales,

Colleen