Sales & Service Tip Of The Week

“LEARN TO CALL CUSTOMERS BY NAME.”  Have you ever “just met” someone and “forgot” their name?  Remembering names is very important in providing quality service.  Customers appreciate being called by name.  It’s the old story.  You can remember names if you want to.  Step One – You must want to.  Wanting to is the key.  It is your positive approach to remembering customer’s names.  Step Two – Learn the name.  As you interact with customers you will note names printed on orders, service requests, business cards, correspondence or notes.  Use the name to address the customer.  Repeating the name will help you to learn it and remember it.  Step Three – Use association.  Use words, scenes, and other names that are familiar to you.  Mr. West could be a compass, Mrs. Crane, a digging machine, and Monroe could be the former president or the famous movie actress.  Work out a system with which you are comfortable.  Step Four – Memorize the name.  Repeating the name will help.  Have a piece of paper handy and write the name quickly.  Later, review the new names you learned that day.  By using association and by memorizing, you will remember the name.  What do you do and how do you remember names?

2013 Forecasting

What sales growth are you forecasting for 2013?

Sales & Service Tip Of The Week

“DO NOT BE CONDESCENDING!”  Have you ever walked into a store and the sales associate treated you like “dirt”?  How did you feel?  Did you go back to that establishment again?  Probably not!  Customers don’t like to be treated like they’re stupid.  Avoid talking down, belittling or being sarcastic with customers.  People don’t like it.  Be careful using names or words like “honey”, “sport”, “buddy” or “dear”, in you’re interactions with your customers.  They’ll react negatively, which creates a further barrier for you.  Don’t fall into the trap of using trite sayings such as, “to be honest with you,” or “to tell you the truth.”  Haven’t you been honest and truthful up to now?  Eliminate these sayings from your vocabulary and focus on providing quality service for every customer you come in contact with daily.  Your beliefs equal your sincerity and that’s what comes across to your customers.  What have you been called as the customer?

 

December Sales Tip

Greetings Sales Pros!

Well, here we are.  The holidays are amongst us again.  Bah, Hum Bob.  They just seem to slow things down and screw up the work week.  Sounds like a typical boss or owner, doesn't it?  One thing I've learned about owning my own business is never take the people that work with you for granted and allow the holiday season to express your thanks and gratitude to them.  Remember, you're only as good as the associates that support you and there's no "I" in team.  You should know my mantra by now.  I sign off with it every month...Bob Butler and the Butler Learning Systems T.E.A.M. for Together Each Achieves More. I live by it every day and I'll die by it, God willing.

 

The first time I saw this acronym for T.E.A.M. was in the late '70s on a box of paint from Sherwin Williams.  No foolin'!  It's played a major role in my career and I see it resurfacing again throughout corporate America.  The theme is to Move Forward through Teams for 2013.

   

The concept of team is so simple and is made up of common sense.  Oh no, be careful!  Mark Twain always said, "Common sense isn't very common after all."  A group of people working together for a common goal.  C'mon man, now how hard is that?  Yet, the dynamics of working together can either be an asset or a liability depending on the culture of the company.  Common sense requires working together in an environment of trust and respect.  So simple again, right?  Wrong!  I've seen too many teams that become non-functional as everyone has their own agenda or are going in different directions.  Remember, T.E.A.M. can also mean, "Take Excuses Away from Me!"   Teamwork thrives in an environment with trust and respect for each other.  Leadership is evident and the goal or purpose is known to all.  That's when everyone is in alignment, understands his/her role and the contribution to the team with a true espirit de corps.  This is what separates the ordinary from extraordinary and creates the synergy...all leading to a customer focus and competitive edge.  These are the teams that will lead their customers as partners into the next generation of doing business.  As Charles Kettering, the famous industrialist and inventor once said, "You better be interested in your future, because that's where you'll spend the rest of your life."  Our future is now and comes to those who prepare for it.

Wow!  I feel better now.  Thanks for allowing me to share some of my beliefs, values and idealisms with all of you this month.  It is that time of year, you know?  Go ahead and reflect on the year, give thanks and show your gratitude to all of those who have touched you, in one way or another.  But, the tip for this month and for every month from here on out is to Move Forward through Teams so Together, Everyone Accomplishes More.

Seasons Greetings from your BLS Team as we can't wait to share some new and exciting ideas for Next Generation Selling in the new year.  Enjoy the holidays with family and friends.  Let us know how we can serve you in 2013 in order to move forward!

Good Luck and Good Selling,

Bob Butler, TSP

and the Merry Elves of the Butler Learning Systems T.E.A.M.

Together Each Achieves More

Sales & Service Tip Of The Week

Have you heard, “courtesy is good manners in business?”  The ability to say “please” and “thank you” goes a long way in serving the customer (it works well at home too!).  Some people think being courteous to customers is a sign of weakness – absolutely not!  Your customers are coming to you for help and by being polite and willing to serve, allows the customers to “feel good” about dealing with you.  When customers “feel good” about their experience, they want your ideas and suggestions, so they buy more.  Don’t forget to “smother” your customers with kindness, but be sincere.  Your behavior signals to the customer your true feelings about wanting to serve.  Apply the Golden Rule:  “Do unto others as you would have others do unto you,” and you can never go wrong.  What "war stories" can you share where being polite and courteous turned the customer your way?

Sales & Service Tip Of The Week

“Negative information has twice the impact of positive information on purchasing decisions!”  That’s right!  Did you know that dissatisfied customers tell an average of ten other people about their bad experience, while satisfied customers will tell an average of five people about their positive experience?  It’s all about choosing your attitude when you show up for work.  Keep your personal problems at home and be positive when interacting with your customers.  Allow your P.R.I.D.E. to shine through along with your willingness to serve and your customers will thank you for it.  Remember, People Really Interested Deliver Excellence.  How do you "choose your attitude" when you go to work?

Sales & Service Tip Of The Week

“People buy from people they like.”  Have you ever heard this before?  Well, it’s true!  Think about it:  Do you always get your haircut at the same place?  Go to the same dry cleaner, drugstore, bank or gas station usually?  Customers like to shop or buy in similar surroundings, where they know what to expect and appreciate being recognized.  Don’t you?  So remember, to the customer you are your company.  You make it happen.  Don’t blame others or make excuses when things go wrong.  Serve each customer as if you were in your own business.  It is YOU, INC. that the customers come to know and ask for help to solve their problems.  Catch this entrepreneurial spirit and watch your sales grow as your customers keep coming back!  What "war stories" can you share where the relationship "swung it" your way?

SALES TOOLBOX CONTEST - Enter Your Name Here

Please enter your name, company name, e-mail and phone in the comments section to enter to win a Sales Toolbox by December 15, 2012...

Pierce Manufacturing Celebrates 100th!

I just came back from a memorial event over the weekend in Green Bay, WI.  Pierce celebrated their 100th Anniversary with a huge kick-off for staff, dealers and over 60 vendor partners who exhibited at their supplier showcase.  The main event was held at Lambeau Field Sunday night culminating a great launch to a celebration that will continue throughout 2013.  Pierce manufactures fire trucks and apparatus for the fire service industry.

November Sales Tip

Hello again Sales Pros and Happy Halloween!!

When I asked a room full of sales reps last month, "What's your biggest frustration or concern?" they immediately fired back with, "Prospecting, getting leads, approaching new customers, cold calling" and on and on and on...Good grief!  You'd think the Great Pumpkin was coming after all you creatures and goblins or something. (Thanks Charles Schultz!).  All kidding aside and this is no "trick-or-treat", prospecting or lead generation is on the minds of all Sales Professionals.  Especially now, when we're forecasting and budgeting (and I do hope that your Halloween was sweet!).  Alright, I've got to mention quickly how both of my grandsons were here together for our beggars night this week and it brought back bitter sweet memories from when I was a child.  C'mon, visualize with me for a minute!  "Give me a Snickers or a Reese's Peanut Butter Cup."  How many of you went to a Halloween party recently?  See!  Oh well!

  

I've learned a lot over of the last couple of years about how important social media is to lead generation and allowing the customer to "experience" our offerings to their desire.  Remember, it's all about the buyer and not about the seller anymore!  It's also all about connecting with our customers in an environment that provides universal access to our products and services.  That means access to us anytime, anyplace, anywhere and anyway.  Amazing, isn't it?  It just blows me away how technology can provide real-time information and solutions to all of us instantaneously. ("Hey, that's my Snickers!").

   

So, I hope all of you are looking at this social media craze, good/bad, wrong or right, it's here to stay and is just in its' infancy!  Wow, far out man!  (You've had enough candy bars Butler!)  Now, let's approach lead generation as a Sales Professional.  Time management is a critical discipline and must be utilized properly, especially with lead generation.  The industry standard is 20% of your week, which I think is low.  Some of us are prospecting constantly because of these challenging times we're in.  Regardless, don't wait until Friday at 3:00 p.m. to start your lead generation.  Yes, you might as well go home or to the bar.  You prospect in two-hour time blocks or plan one day a week in the field or around appointed calls.  I still believe we "drive by" more business than we call on!  Step up your activity and use your network appropriately and you'll generate more leads.  More leads equals more sales.  Most believe sales is a number's game.  I guess I do too as when I step up my pipeline activity I see more sales.  Guess what?  I've stepped up my game on lead generation and I challenge you to do the same for the next 60 days! (I'll even bet you a candy bar on that, if I have any left).  

As technology continues to drive lead generation many of us have adapted easier and quicker than others.  These pioneers will continue to add to websites and blogs, even developing newer and more innovative channels to further enhance our customers' experience.

Sales Leaders, how are you using social media for lead generation?

Feel free to share your ideas and suggestions and I'd be happy to include in our December sales tip for all of you.  Remember our challenge:  "Let's step up the next 60 days and experience growth."

Good Luck and Good Selling,

Bob Butler, TSP

and all the ghosts and goblins of the Butler Learning Systems T.E.A.M.

Together Each Achieves More

October Sales Tip

Greetings Sales Pros!

Is a salesperson born or can they be made?  Or, is selling natural or can it be taught?  We're often asked these questions during our seminars which leads to in-depth discussions.  In our opinion, a successful Sales Professional is 20% natural and 80% taught.  Let's examine those sales success factors that help sellers to consistently meet their company's performance goals, their personal financial goals and the buyer's/customer's expectations.

  

The 20% Factors - Born To Sell -  The natural factors are internal to the seller and many say they are born with these traits.  Although great sellers tend to have these traits, there are thousands of good sellers that lack some of these personal traits.  The point is that sellers with natural ability should build on those strengths and continue to develop the 80% factors that can make them exceptional.

  

1. The Perspective:

- A healthy attitude about yourself, selling, the industry, your company, the marketplace, the buyers and your customers. 

 - A solid commitment to your company's philosophies, goals, objectives, standards and selling plans and strategies.

    

2. The Confidence:

- The deep-seated self-confidence and belief that you can consistently perform to personal, company and customer expectations.

- The courage to consistently monitor your effectiveness.

- The wisdom to grow and evolve with the marketplace and the buyers.

  

3. The Desire:

- A clear understanding of your motivation for a sales career.

- A well-defined set of personal goals and performance objectives.

- A clearly defined set of selling standards and compromises.

 4. The Presence:

- A professional selling appearance.

- An effective selling style (manipulative or non-manipulative).

- A versatile (flexible) selling personality (work with a broad spectrum of buyer personality profiles).

5. The Principles:

- A fundamental values system, solid set of moral standards and honest business ethics. 

The 80% Factors - Learn To Sell -  A majority of a seller's success can be learned through effective profiling, hiring, orientation and initial training.  These external factors are typically behaviors, skills and strategies that can be developed through continued education, periodic training and personal seller motivation to grow and improve.  Sellers that may not have some of the natural traits defined on the previous page can truly become effective Sales Professionals through a lifetime of personal development and career training.

  

1. The Work Ethic:

 - Self-motivation and a strong work ethic.

 - Self-discipline, personal organization and effective time management.

 - Set and sustain effective work priorities.

   

2. The Knowledge: A thorough understanding of the buyer and what you are selling:

- The industry.

- Your targeted marketplace.

- Basic business and general finance.

- Sales and selling.

- Your offerings (products and services).

- Applications and benefits.

- Components (hardware) and capabilities (features).

- Your company.

- The prospect and buyer profiles.

- The manufacturer (supplier).

- The competition.

- Pricing and configuration.

- Presentation and demonstration.

  

3. The Process:

- The Sales Action Plan (the steps in the selling process).

- The steps in the buying process.

  

4. The Skills (Strategies):

- The strategic or universal selling skills required to effectively execute each step in the selling cycle (buying process).

- The tactical or targeted selling skills to be utilized in isolated selling situations.

- Communication and personal relationship skills.

- Through learned or acquired skills and captured experiences.

5. The Resources:

- Seller-oriented selling tools that help the seller to execute the plan.

- Buyer-oriented sales aids that help the seller to carry the selling messages to the buyer.

- The selling arena and facilities.

- Company resources and support.

6. The Leadership:

- A confidence and commitment in the company's leadership.

- A clear understanding of your role (job description) and management's expectations.

- Solid business, marketing and sales plans and strategies to support your sales effort.

As you can see, the emphasis for all sales development is in these 80% sales success factors.  Considering all of these factors, the number-one sales attribute or trait that creates our sales success is our own self-development throughout our sales career.  Never stop learning about our sales profession, especially now during these interesting and challenging times we live in.  Sales leaders, use these factors to jump start your sales team and identify the areas of training that can impact your sales performance.  It's never too late to create the mind set of going from traditional, seller-perspective selling to the next generation buyer-perspective selling.  Give us a call and we'll share our ideas of how we're helping other sales teams to increase revenue, margin and market share.  Indeed, it's exciting times for all Sales Professionals today!

Good Luck and Good Selling,

Bob Butler, TSP

and the Butler Learning Systems T.E.A.M.

Together Each Achieves More

September 2012 Sales Tip

Greetings Sales Pros!

WOW!  Where did the summer go?  We hope all of you had a great holiday weekend and are hard at work this week.  Mine was wonderful, having both grandsons together again. The older one is now going through potty training and likes to wear "big boy" pants around the house.  All is well until he has an accident, but my wife is right on it, changing him into fresh pants and off he goes.  I smile to myself, thinking when my boys were that age, until I find the wet pair of pants in my sink!  Why is it always my sink?

 

Anyway, with football season amongst us, it's time to get more aggressive, especially on price, right sales pros?  Dah!  I continue to see salespeople struggle over a price discussion with their customers.  Why?  The tendency is to quit selling during a price discussion or flood the conversation with facts and figures instead of value and benefits. Today it's all about efficiency, productivity and documented cost savings. Don't stop selling when talking price.  In fact, use the word "value" instead of price. That's right! Substitute the "P" word with the "V" word and watch what happens in your next discussion on price.

 

The biggest area we can combat price is in our relationships with our customers.  It's been proven, the better the relationship, the less posturing on price.  Why then, aren't we developing these relationships?  Most of us hit a barrier in our accounts and can't get past three or four people in each account we serve and call on.  Remember the "Rule of 7?"  Try to sell past these three or four and get to know at least seven people in your accounts.  By selling deeper and wider, you'll build better, more in-depth relationships; hopefully with management and the decision makers!  So, continue to get to know all your customers and allow the relationship to carry you through your price discussions.

 

I've had many discussions in my seminars recently that as a preferred supplier, price is usually not the main obstacle.  When companies can witness and experience your value-added services as "added value," based on efficiency and performance, they're much more likely to see the value in your offering or price and pay for it.  Also, anytime we can incorporate value-added support items and services, our customers are more willing to perceive value. But, it's only as good as our ability to communicate this perception as a Sales Professional. Really, how good are you at communicating your value story? 

 

When customers constantly hammer us on price, we get good at deflecting and defending.  Our body language and nonverbal are the first clues thattypically give us away.  Without hesitation, continue to probe with open-ended questions to keep the customer interacting, "How high are we?  Who are you comparing us to? What else other than price is keeping you from going ahead?"  One time I asked a customer out of gest, "What do you mean, should I double my price?"  As you can imagine, the customer wasn't laughing!  Oh well, the key to the entire price dilemma gets down to value versus price, doesn't it?  Don't stop selling value and benefits when talking price and you'll handle most price discussions with confidence.  Always be ready with solutions and continue to identify sales opportunities with all of your customers as you penetrate your accounts. Remember, it's all about our customers and not about us!

 

Good Luck and Good Selling,

Bob Butler, TSP

and the Butler Learning Systems T.E.A.M.

Together Each Achieves More

August 2012 Sales Tip

Greetings Sales Pros!

We've got five months left to hit plan - no pressure!!  We do appreciate receiving your comments about our new look and will continue to bring you leading edge sales knowledge, skills and tools to help you.

The foundation for success in any business today is to consistently create positive customer experiences that capture the initial sale and leverage customer lifecycle revenue.  Here are some basic strategies that will also help to leverage potential customer circle of influence revenue: 

 

* Gain customer attention, build interest and engage at each touch point

*  Align processes and profiles (people) at each touch point

* Establish customer friendly systems, processes and people at each touch point

* Meet expectations and deliver value at each touch point

* Capture and leverage accurate information (data) at each touch point

* Maximize results and revenue potential at each touch point

Remember, there are only three basic types of customers or clients.

1. Enthusiastic:  Engaged, advocate their positive experience

2. Satisfied:  Engaged, but searching for a better experience

3. Unsatisfied:  Gone, will often retaliate for their negative experience 

Next Generation Selling requires a change in most salespeople's critical thinking.  As you establish primary and minimum sales call objectives, you must consider these from the buyer's perspective and not the seller's.  Most of us have it backwards and establish our objectives from the seller's viewpoint.  You must engage the customer into their thought process with interest at this touch point.  Otherwise, you're no different than the other vendors who "throw up" on your customers or prospects.  It is sickening!  Don't you get the same e-mails and direct mails that I do?  They all start off how they are the greatest, finest, can't live without us and on and on and on.  It makes me sick.  I delete and throw away within seconds and don't waste my time any further.  How do you build interest from the buyer's perspective?  They have expectations and objectives as well.  Next Generation Sales Professionals are able to identify the customer's challenges and break down into problems, needs and opportunities.  These sales consultants assess and determine the customer's feasibility, all while aligning their sales process with the buyer's process.

Next, the seller gets the buyer involved in the design process to create desire for the seller's offerings.  Often, through formal proposal presentations, customers perceive the value and make the commitment.  If not, The Sales Professional continues to make recommendations and test solutions, handling any sales resistance with conviction strategies.  Lastly, The Sales Professional goes for approval by asking the customer to agree to action and continues to follow-up and develop customers for life.  That's how you sell with the buyer's perspective in mind.  This is what's needed for Next Generation Selling.  Remember, engage your customers from a buyer's perspective strategy and not from the seller's.  You'll be pleased with the results as you watch your revenue, margins and market share soar!

Good Luck and Good Selling,

Bob Butler, TSP

and the Butler Learning Systems T.E.A.M.

Together Each Achieves More

Monthly Sales Tip - July 2012

Greetings Sales Professionals,

Sales Leaders, this is what you've been waiting for...the critical challenges that sales teams of all types and sizes are facing in today's experienced driven generation.  Sales force challenges can be categorized into three basic groups:

1.  Survival problems - solve immediately to survive

2.  Competitive needs - fulfill to compete aggressively

3.  Growth opportunities - leverage to grow

Once determined what group you fall in, next identify the challenges that specifically affect you in the following areas:

Sales Force Challenges

Check the ones that affect you.

__ Increased pressure for greater sales, revenue and profit results with

fewer prospects

__ Greater customer demands and new customer expectations

__ Sales force reductions impact sales force moral and individual seller motivation

__ Reduced budgets mean fewer resources and less support

__ Reduced customer demand and greater competition

__ Sales force control (leverage) and dictating demands

__ High direct and indirect impact (cost) of sales force turnover and loss

of productivity

__ Higher marketing costs and cost of sales with reduced profits

  

  

Sales Leadership Challenges

Check the ones that affect you.

__ Obsolete sales force management, leadership and coaching techniques

__ Unqualified or less than effective sales force, team and individual seller leadership

__ Inconsistent and/or obsolete sales results (goals and objectives) tracking

__ Unrealistic goals and objectives based on marketplace conditions

__ Activity-based productivity environment and hire and hope recruiting

philosophy vs. results-based productivity environment and profile and predict        recruiting philosophy.

Personal Seller Challenges

Check the ones that affect you.

__ Inconsistent seller performance fueled by obsolete techniques and

       negative baggage

__ Resistance to change and reliance on traditional competencies

__ Traditional sales development (training) too generic and not relevant to

       today's marketplace

__ Lack of individual seller responsibility for personal development and growth

__ Lack of realistic marketplace, industry and consumer perspective

__ Buyer - seller misalignment, lack of experience or under trained (certified)

__ Poor understanding and execution of process, knowledge, skills, strategies

      and resources

__ Poor time management, priority setting, personal organization and

      activity management

Well, what does your list look like?  How big is it?  Are you still in denial?  As you know, we live in "interesting times" right now.  Everything around us is rapidly changing.  So is the demand for the Next Generation Sales Professional.  It's time to transform your sales team from traditional (seller perspective - bottom up) selling strategies that use "features and facts" messages pushing your product to the Next Generation (buyer perspective - top-down) selling strategies that use "benefits and value" messages to focus on "delivering solutions."

As you can see the Butler Learning Systems T.E.A.M. has been very busy.  Our research is completed and we're doing everything we can possible to provide you with leading edge sales professional development for the next generation of selling.  We offer real time solutions to achieve your strategic sales initiatives for the year.  So, Sales Leaders, if you've been waiting or sitting back for something new in professional sales development, check us out.  It's time to make the commitment today to transition your sales team to the next generation of sales performance.

All of us at Butler Learning Systems extend a warm and hearty "Happy July 4th" to you and your family.  Many of you are on holiday this time of year, so safe travels and enjoy it to the fullest.

Sign up for the August 23rd Successful Habits for Next Generation Selling Seminar. To reserve your spot, call Kim Morano @ 888-298-7462 or e-mail: kmorano@butlerlearningsystems.com