Practicle tips from win-learn

When win-learn occurs, I am simply communicating enough to see my clients perspective. The difficulty is that this communication has to be two way. People love to assume.  It's easy and less costly.  Assumptions kill because they are based on our perspective - OUR history, OUR resources, OUR pain, OUR, OUR, OURS, not thiers.

I'm talking to my sales rep and he's trying to sell me xyz product.  As I talk to him a little further, I will ask him, why XYZ.  I eventually find out that XYX gives kickback on the last quarter of the year.  Knowing that, could I order an extra case of XYZ if he would give me a slight discount on my next shipment of ABC cleaner?  Knowing this little bit about his sales cycle is important to him and I and eventually brings me into a win-learn situation.

I suffered a win-win loss several years ago. My competition took them because I failed to win-learn.  I was delivering service just fine.  I even surveyed my client a couple of years ago and he said, I was fine.  Months dragged on since I heard from them.  At the end of the second month, I paid a visit.  I was told that they would not be needing my services any longer because another provider offered them a package deal that was very attractive for alot more money.  When I look back I saw some signs that told me I was missing the mark. They wanted to spend money in one direction, and I was providing services in another.  They didn't know how to express thier dissatisfaction, but eventually it resulted in a change.  If I would have, could have OH, I should have...   If I would have learned in the midst of my winning I would have known that I was running in a direction opposite the one they wanted to go!

Are you listening?

Listening is a lost art.  we all want to be understood, but few of us will listen for the sake of understanding.  I just finished a course to strengthen my marriage.  The program is called Retrouvialle.  In this program I was presented with a brand new concept.  This has changed my relationship with my wife in a way that I never would have anticipated.  I think it will change my relationships with my clients also. It's called Win-learn.

Win- learn is the third alternative to win-loose and win-win.  The advantages of win-win over it's evil counterpart - win-loose is obvious.  It has become old school. We understand that in any dealing win-win is the best alternative - right?

The problem with win-win is that it doesn't carry over to relationships well.  Business deals and contracts are formed on win-win.  But win-win still says - I must succeed. It's a bonus if you succeed, but I MUST succeed.  Sometimes those relationships break down, because, it works good at the handshake - when the papers are signed - when the check is written.  But as the process goes on, it is about the money.  It is about what have you done for me lately.  The process runs the risk of breaking down.  Contracts are broken every day.  Win-win contracts are broken every day.  Marriage is a win-win proposition.  Divorce rate is higher than it has ever been.  Bankruptcy for individuals and companies are higher than they have ever been.  Why?  Because win-win failed at some point.

Win-learn says, I will try to understand what your needs are, what your business cycles are, how you react to adversity and prosperity. This can be extremly difficult.  I will adapt and adjust as the markets, vendors, clients change and then I will remain relative, competant AND profitable.

Is it the destination, or the trip that makes it worth it?

I had to stop and take an account of myself the other day.  I had to do an emotional accounting of my emotional, social, business spiritual well being..  It fell short of what I wanted it to be.  When I started my business, I wanted  fresh.  I wanted new, bold, invigorating.  It started invigorating.  It's grown to hum drum dull.  It got that way because eventually fresh risk and new commitments give way to daily grind, daily upkeep, chores and commitment.  Risk gives way to yawn.  I was living yawn.  I got there little by little, but yawn was effecting my business and my mental health in ways that were totally unacceptable.  I did several things. 

1. I committed to risk socially. I committed to taking a challenge on a regular basis.  Any challenge would do because the value would be in the journey, not the destination.  Right?  I picked up my harmonica and played at the local BMV for an hour.  Then I played at the town Square several times.  I later played my clarinet at the BMV on a bench in front.  I may have made a fool of myself, but I only received compliments. 

2. Risk gives way to risk.  The second challenge was spiritual. I challenged myself to share my faith like I had never done before. I laid this one at God's feet.  it became clear that I was to pray for people in public.  I've never been one to evangelise.  This was truly risky.  It still is.  I have done it alone, and with others.  I simply find someone who looks like they could use some love, and pray for them. Almost all have been willing and thankful. I usually walk away feeling elated - Cloud nine!

3. I am designing the risk for my business.  I am going to have to change over my entire compensation scheme.  It will be worth it financially, for the client, and for my employees.  Still, it's scary. It's a risk attached to my customer base, my habits and my self esteem.  My palms sweat and my mouth gets dry just thinking about it.  But my vision is getting clearer and I'm engaging excitedly!

I am getting up every morning with a smile on my face and a plan in my heart. I have a prayer on my lips and I'm ready to face the day.    I haven't felt like that in years.  Gee, I guess the destination makes it worth while after all!

Care to Connect

As I was listening to Jim Rohn yesterday, I was reminded of several things.  This info is going to be quite handy in some endeavours I will be undertaking.  It is going to allow me to draw people in and understand where they are.  Simply this - Express rather than Impress.  Expressing draws people.  It comes from a well of emotions based on past experiences.  Impress creates a divide. 

The well of emotion should be stirred and simmered.  Remember the times of pain and the times of fun.  Relate to the situation others find themselves in.  Feel their pain.  Sometimes the only way we can do that is through going through pain ourselves.  The ability to empathise and sympathise and the ability to express that is going to create the connection

I have listened to many network marketers.  The stories are always designed to impress.  I look at the million dollar homes, the cars, the toys.  They always get their pictures taken on the beach or in a boat or by a pool.  But I'm not there.  I'm still at the bottom.  When I ask my friend how to do it, they say - Just talk to your upline.  They will tell you. 

What if the magazines showed the double diamonds and the platinum partners  behind a desk with a phone in their hand.  Not so glamerous, but, that's where I am!  I can talk to someone like that!  If I know they are pushing the same plow, and tilling the same soil as I , I will buy! 

Many followers long for someone to come alongside.  Let's face it.  Many of your prospects are followers.  They WANT to follow you right to the register.  The best way to do that is side by side in our communication, relating with expression, feeling, and communication.

Business Balls

 A great site I found that I just had to share

http://www.businessballs.com/index.htm

This has lots of really useful information regarding business thinking.  Ok, it's not sales, but it ranks high on business solutions!

The Thank You Card

A simple written thank you card is always appreciated and seldom received.  How many times do you receive a genuine thank you card for from a vendor.

I don't mean the thank you card that has a discount for your next oil change or hotel stay.  Those aren't thank you's, those are advertisements.  I mean just a plain old post card that says "Thank you for shopping with me.  I appreciate your business".  THE END. It's extremely rare.  I don't think I have ever received more than a handful.  (all of them were from the same company)

This expresses your appreciation of their patronage.  After all they could have done business with ANYONE other than you, but they didn't  They chose you.  While some cards may hit the trash can, they will all be read and it will distinguish you from your competition.

Oh, it does one more thing.  If YOU write the card by hand - using only blue ink, It establishes in your mind appreciation for the client.  Taking that time makes you aware that THEY are important enough to take time for - after the sale!  After all, that's why they are clients and not "customers" right?

Use all the senses

It's important, when you are selling a product or service to connect with as many senses as you can.  This can have a powerful emotional tie with the client or the staff.

Under my contract services, I clean the client's computers out on a regular basis.  One of my clients told me how much they enjoyed the smell of the spray I use.  they tell me that every time I clean them they look forward the the smell.  Now, that's powerful.  I have stood out in their minds in a very pleasant way and without even saying a word.  They even look forward to my return!

Appealing to the sense of smell, taste, hearing, touch  or sight can be appealing.  I remember when I chose the school our children would go to.  When I first walked in, there was the sound of soft music playing in the foyer.  I also heard it upstairs on the tour. My mind sensed that this was the environment I wanted them to learn in.  It instilled a sense of trust and ease without ever meeting any of the staff!

A chocolate on the pillow at the hotel you stayed at
The odor of your favorite restaurant
The odor of perfume on a thank you card
The unique sound of your greeting on the phone
A picture of them holding your new product

Sometimes closes can be done without ever saying a word!

Just to clarify my thoughts

There is a time between proposal and the answer which can be really awkward.  It's hard to know whether the client is taking other bids, just busy or really considering your proposal.  If he is considering your proposal, then why is he taking so long?  What's the big consideration?  It's important to find out. This tool "Just to clarify my thoughts" is a way to do that"

Say I presented the proposal last week. The client is in the considering stage and there is no feedback.  It is important you call the client at some point to assist him or her with the decision.  It's a matter of simply asking the question - what's the holdup?!?!

You on phone "Good morning Mr. Johnson,  I am calling to follow up on the proposal we discussed last Monday."

Mr. Johnson "We are still considering it.  My partner and I are almost ready to make a decision"

You "I understand you would want to take some time to make this decision, I would want to discuss it with my partner also."

"Just to clarify my thoughts, what is it you and your partner are weighing?"
"Is it me?  We have worked together for a long time, are you struggling with my services?

Mr. Johnson "Oh, no, you have been very trustworthy and dependable.  no problem there"

You "then is it the quality of the product you are concerned about?  Possibly the features?"

Mr. Johnson " Oh, no I think the features are fine. "

You "Is it the delivery or terms of sales that are a problem?"

Mr. Johnson "No, delivery of three days and the terms are not a problem"

You "Well, Mr Johnson,  Is it the price"

Mr. Johnson  "Truthfully, the price is the main concern and we are trying to find a way to work it into our budget for next year.."

You " Well Mr Johnson, perhaps if we could work out a payment arrangement on the main unit and purchase the secondary units next June.  Would that help you make a decisiion today?"

There are three parts to this ... Sympathizing, Close statement, and the questions. Each has a distinct purpose.  Sympathizing draws the customer to you. It brings it from confrontational to sympathetic - an emotionally comfortable place to be.  This opens the client up a little instead of running defense against you.

The second part is the close statement.  It is best to have this memorized. 
"Just to clarify my thinking, what is it your thinking about?" gives a reason for asking.  Again drawing sympathy.  You are saying, "Please help me understand"  it causes collaboration.

The third part is the probe.  Start off with the most secure first.  Use price last.  many times price is the issue and, even if you are low, they may be checking around for an even lower price, or maybe they are waiting for feedback from their accountant for cost justification.  This is important to know. 

Be prepared with an answer for the most common areas of concern they may express.  If you think it's price don't stammer when they tell you "Yes, it's you we are concerned about"    Be ready to answer the concerns briefly and bring them back to the point of decision. 

Feeling felt found

This is a tried and true technique used for any situation

Mr. Prospect,  I know how you feel.  I felt the same way too...  I found that...

Mr. Jones, I know how you feel, there are better known brands on the market.  I felt the same way when I was looking to buy a computer, but I found that XYZ company has a higher quality of product and much better support after the sale.

The Comparitive question Close

The Comparitive Question is used when a relatively minor issue appears to be a deal buster, or any situation when an objection is repeated.  Tis is a question that COMPARES the the concern with the bigger or greater value of the whole package offering.  For words always begin the comparitive question "isn't it true that"

"Isn't it true that the most important thing is not the sound of the alarm, but extremely low failure rate and effectiveness of the F4000 fire alarm? "

Objections

After presenting a quote to a client the other day, I was reminded about objections.  Objections are NOT no's.  They are Yes'es in disguise!  Objections simply ask for more detail.  They mean that the client is hungry and is requesting your hellp to justify the sale.  Whether it's the price, color, functions, delivery or other term, we must realize that these can usually be changed.  The client objects because they want to know more. 
"But that's such an ugly color"  might just mean that red would look better.  "How much?"  might mean that you are pennies off, or maybe they didn't understand all the options.  Maybe they didn't understand all the benifits and need to be reminded of why it costs what it does.
Either way, the objection means that they are interested!  No means no.  "But".... means YES but help me!  Help me justify the price.  Help me justify the delivery date or the color.  Or change these things so I can get to yes! 

By the way, be prepared for the most common objections.  There are usually less than 10 major objections you will face with your products or services.  Actually, it's more like three, but understand the top 10.  Once you understand WHY the price is looks high, you can break it down.  Once they understand why the only color is green, you can sell green all day! Once they understand the lead time is two extra days, because they are adding the client's monogram and going through extra quality inspections, they will appreciate the extra two days.

When I sell computers, my main line is a little high.  It's about $100 higher than a comparible brand from a major manufacturer.  I let them know that the $100 is why they get premium service, free checkups at 12 and 24 months, and free phone support for the life of thier computer.  Many of my clients know they are actually purchasing me!  Many of them would never do business elsewhere!

Drawing Emotion

I was pondering a situation the other day.  I own a computer consulting business and was faced with the challenge of communicating with two very intelligent men in another profession.  I was presenting a quote for a server.  I had run over and over the quote to try to get the price where it would be acceptable.  I also knew the technology they needed was going to cost.  But yet to explain that technology in terms they could understand was going to be difficult. 

boB and I discussed this for a while.  I was really stuck.  They didn't understand some of the simplest of technology. boB finally suggested...

We'll call the client John.

John,  Doctor walks into your hospital room and hands you an MRI.  You look at it and then look at the doctor. 
"John, as I see it you have three options.  First we can operate and remove the tumor,  Second, we can put you on a high potency pain reliever and avoid surgery for another two months. Third, we can let it run it's course.

John says: "Well, certainly we should operate as soon as possible."

You simply say to John, " John, you came to me with a problem.  John, you can purchase the cheaper unit and continue throwing money at this problem, secondly, we can let it fail and then replace it then, or we can replace it now and keep your business healthy.  John,   (as you hand him the proposal)  I'm holding your MRI and I've given you the best solution!"

boB learned this through experience.  It struck urgency into my heart because of my past experiences.  Most of us have been there.  We know deep down there is only one or two legitimate choices, but we wrestle with the diagnosis.  It doesn't take long for the seriousness to sway us into the surgery room.

Don't forget that a connection to the emotion can be a powerful tool for bridging gaps  when technical jargon can't do the job.

Takeaway Close

The takeaway close is one of the more simple closes.  It often works in conjunction with the Appeal to higher authority close.  It is simply a call to buy based on the fact that the opportunity is limited. 

Yes, ma'm, we only have one more in stock.  I cannot guarantee it will be here tommorrow!
 This gives a reason to purchase now.  I hesitate to use this as a lie, but it's easy to remember when organising a sale, or when there is only a limited quantity.  I strongly believe in truth in sales, but it is certainly appropriate to let someone know when quantities are limited. 

Or, in combination with the Appeal close...

Yes,  Mrs Smith I asked the sales manager if we can meet your price and he reminded me that we only had two in stock and we have already had three calls about them today.

You can see how this would be very effective when the client is trying to force a price reduction.  Once they see the item is in demand, then the value increases.  It would be reasonable to purchase quickly.

Appeal to Higher Authority

This is one of my favorite closes.  Not because I use it alot, or because it's used on me alot, but because in the world of business, it is so powerful.  It can shut doors or open them when negotiating.  Once you know to watch for it, you can disarm the sales person very quickly.  Or you can get yourself out of a jam quickly.

Appeal to a higher authority is simply letting the other party know that you are not the decision maker, or that the decision is so exceptional, that you have to get special permission.  It is often used with other closes.  For example...

Customer: "I would like to purchase that car, but the price is too high.  Can you come down $500?"

Salesman:  " Ohh, I am not authorized to make such exceptions.  Let me ask the manager"

10 Minutes later Salesman comes back out of the manager's office.

Salesman:  "I would love to give you $500 off that car, but the manager only authorised a $300 discount if you make the purchase today!"

Customer:  "Ok!  $300 is better than nothing!  Where do I sign?"

In this case there was no one in the manager's office.  The manager was on vacation that week.  The salesman simply used his office as a prop.  He had the power all along to say yes or no, but he knew he was offering a fair price.  Rather than being the bad guy, he let the manager be the bad guy.  He simply offered what was fair.

He also used the Take away close.  He let the client know that the offer was only good for a limited time.  This gave the buyer a sense of urgency.  It was now or never - take it or leave it!

The appeal to higher authority in many instances.  You can appeal to your spouse, the board, your boss, a partner. I have asked my wife to "appeal to a higher authority" (me) when certain salespeople come around.  She hates saying "no", and ended up purchasing some things from some very sharp sales people!

I simply told her "No,you are not allowed to buy anything without my permission, or I will be mad at you" Now, I would not get mad at her, and she knows that. But it allows her to simply say "No, I can't or my husband said he would be mad at me!"  That puts the sales person in an awful place!  If he persists, he could jeopardize the peace in the home and put the fair damsel in harms way! She has used the appeal to higher authority several times and was very thankful for it!

Close Already!

I was in business for myself for many years.  I had heard the term "close" before, like he closed on me or close the sale.  i always thought it was a sales gimmick and never really understood what a close was.  Bob explained all that and it revolutionised my approach to sales.  I love to demonstrate.  I love to tell you all about it, but at some point I must ask for the sale!  Closing is simply asking for the sale.  It can be as simple as "would you like to buy that?"  Many times a simple phrase is all it takes to lead the person to purchase.

I must admit that there have  been many times if someone simply asked me "would you like to buy that?"  and I would have because I really wanted it.  Sometimes all it takes is an invite.  I was at the Dan Emmett festival just yesterday, and I purchased two hotdogs.  If the lady had asked me "Would you like mellon with that" I probably would have said, yes! If she had said, "The mellon is extra sweet and cold - here's a sample. would you like some? "  Then I might have said, yes,  give me the whole mellon!

Simply asking can be effective, and it's usually better than never asking.   But, just like the mellon lady, a little incentive can help also!

In the next week Bob and I will be discussing some very common - and some not so common closes.  Now, we didn't make any of these up, but we will take the opportunity to pass along to you some really good information to help you serve your client better. 

If you study these closes you will be on your way to more profit and a brighter future! You will visit often won't you?    (Save the world close)

You are in sales

All too often, we think that there is a sales team, an accounting department, customer service and so on. It's important to understand that these can all be sales departments.  These will all attract or turn away prospects. 

I purchased a major brand of  printer several years ago.  It failed within the first six months.  Eventually, every time i used it, it would shut down.  I lamented my purchase just as much as the talk ahead of me - arguing with customer service.  I made a call to the company expecting to be put on hold and passed around.  I reached the service technician within two minutes.  Within ten minutes I was told that they would exchange the printer with a brand new one and would cover shipping both ways.

That service person sold me that day.  I will purchase from that company again if given the opportunity.  Management sold me by putting the proper policies in place.  The tech department sold me by training the service person well enough.  The accounting department sold me by covering the return purchase. 

It is important that your entire team has a "can do" attitude and are aware that the very next sale might be made by them!

Not that's sales!

It's not the pen, it's the clip

When I first started my business, I sat down with an old pro and we discussed sales and product differentiation.  He handed me a yellow pen with a pocket clip and a blue pen with no clip.  He said, "What's the difference?"   They both write in blue ink,  They both fit in the pocket, they both have clickers....

  It was the clip.  It was the differentiator.  It wasn't a big wow factor because nowaday we overlook the pen clip.  But someone invented it a long time ago and added a feature which no one ever thought of before.

To this day I have that yellow pen on my desk to remind me that I must differentiate my products and services from the competition.  Even a small differentiation can remove big obstacles! 

Book the appointment from an appointment

Booking an appointment from an appointment is critical in the sales process.  It assures that the client will be taken care of in a professional way and that YOU will be taken care of too.
1. Lets the client know that you will follow through.  follow through is one of the most overlooked aspects of sales.  Follow through will set you apart from your competition.

2. Keeps you in the loop.  The loop is the sales cycle.  You must finish the sales cycle for your sake and your clients.  There are many reasons to put off making an appointment  - fear, time issues, lack of discipline.  When you book from an appointment, it keeps you on track.

3. Gives professionalism.  Professionals never let a client hang.  There must be follow up.  When you schedule it from an appointment it sets the client's expectations high.