Fernando

Sales Training and Consultation

  • Home
  • Who We Are
  • What We Do
  • View & Order Training Materials
  • Media
  • Video Testimonials
  • Contact
  • Blog

Archives for January 2016

Proposing and Selling to Geeks

Posted on 01.26.16 | Doug Robinson | Leave a Comment

Techie Toilet DisasterA techie relates the following narrative: One day recently while working at an Apple store, I suddenly had the urge to use the toilet. After getting permission to leave the floor I hustled into the nearest stall in the restroom and began to pull my pants down, when I heard a splash. I knew instantly that I dropped my $500 iPhone 6 into the toilet. The only good news was that I hadn’t yet relieved myself.

I reached in and pulled the phone out of the bowl, only to watch it flicker on and off, over and over again. I quickly ran out to the Genius Bar in the store, with it still dripping, and begged them for help. It wasn’t long before they looked up at me and nodded in unison, telling me there was probably no hope, but that my only potential for salvaging it was to remove the Nano SIM card and let it completely dry for a few days. I followed their guidance and finally, after three days, I plugged it back in and low and behold it actually worked! Since that day I haven’t had a bit of trouble with the device and am so happy. My take away from that near disaster was to always check my pockets before using the toilet.

It should be evident that with the surge in technology inventions and usage, more and more people are becoming employed in information technology based occupations and turning into geeks. Many of them have more degrees than a thermometer. With that comes sales prospects ruled by techie tendencies. Considering most of these folks are upper-middle-income Americans, and therefore a high percentage are home owners, they are prime prospects for blue collar residential services.

In order to attempt to sell those services to them, it becomes increasingly important to understand they think differently than the rest of us, so it’s important to learn to relate to them and see things from their perspective. Many salespeople overlook the tendencies these professionals have, and as a result, inadvertently say and do things that ruin both the sale and the salesperson-prospect relationship.

In order to learn how these folks tick, it’s important to understand the “culture” they function in, including personality, values, attitudes, interests, and lifestyles. I don’t pretend to understand all the Sigmund Freud psycho-babble, but suffice it to say that geeks can be labeled as people who function in “authority” mode. This means they operate by the “rules” and feel duty-bound to do things the “right” way. Geeks are more comfortable with data, numbers, and observable facts than they are with people, fitting the analytical temperament we have discussed before.

—————————– Your 2016 Sales Coach? —————–

Joe E., one of Doug’s clients in Mobile AL., recently stated, “Doug is an exceptional caring people coach who possesses the skills and experience to assist ambitious, purpose driven people that desire to be more productive, in their chosen field of meeting consumers’ diversified needs.” Learn more about Doug’s services here.

——————————————————————————————–

Here are some peculiarities that will help you understand them better:

-They strive to control their surroundings, but will give up some of that to those who earn their respect.

-Geeks dislike and distrust salespeople and outwardly show it because their greatest fear is being manipulated. Instead they would prefer to rely on detailed literature that can’t intimidate them.

-Techies often suffer from “paralysis by analysis”, requiring lots of information in order to make decisions.

-This group really doesn’t care what others think about them, as long as they have their “true north” rules and standards to guide them.

With these quirks in mind, here are some suggestions to increase your odds of successfully selling to geeks.

Play by their rules – Since geeks prefer an authority to set the rules, show them how industry experts and state regulators identify your company as one that does it right, and back this up with some stats. Maybe you furnish a product brochure that cites what a government agency says, or a trade journal article featuring an industry icon that is affiliated with your firm.

Understand their centers of influence – These individuals bow at the altar of policies and procedures, so expose them to your ISO registration, Training Magazine Top 125 designation, or CDC affiliation, etc. to steer them to you as their partner of choice.

Establish and prove that what you sell is an industry standard – Namedrop industry “elder statesmen” that speak well of your company, or provide written/video testimonials from other satisfied geeks like them who have become customers.

Subject Matter ExpertPosition yourself as an expert – Keep copies of designations you have earned personally in your industry that show you are an expert, not just a sales rep. Include university study courses as well as your personal state certifications and/or licenses.

Address their comfort level – Show them how your installation/servicing procedures and product specifications are sophisticated enough to impress. Demonstrate high-tech pieces of equipment your competitors aren’t willing to invest in, to build value in your offering and professionally show superiority.

Avoid manipulation at all costs – Don’t put words in their mouth, since that’s unsanitary, but rather present all the above for their own edification and evaluation, allowing them to draw their own conclusions.

Give them all the data they need to make a decision – Rely more on technical data like equipment specifications sheets and product labels than marketing collateral literature that sounds and smells a little too “salesy” to most geeks.

As more and more geeks assume buyer’s roles in your marketplace, you would be wise to become more proficient with the face to face skills necessary to succeed in a techie world.

©2016 Robinson Training Solutions, LLC

Rapport: Foundation for Likeability and Trust

Posted on 01.19.16 | Doug Robinson | Leave a Comment

While U.S. President during the 1980’s, Ronald Reagan understood the power of humor to help establish rapport in communication. Prior to his first nuclear arms negotiation meeting with Soviet General Secretary Mikhail Gorbachev in 1986, there was a great deal of tension. This created a considerable coolness in the initial stages of their meeting. This was no surprise, since Reagan had often referred to the Soviet Union as the Evil Empire, so he melted the chilly meeting atmosphere by telling Gorbachev this joke:Reagan and Gorbachev

Moscow had been having a terrible problem with people speeding, so the Moscow police were given strict orders to give anyone caught speeding a ticket. One day Gorbachev was late getting to the Kremlin, so he said to his driver, “You get in the back and let me drive. We’ll get there faster.” They sped by a couple of motorcycle cops, and one of them took off after the car. He came back ten minutes later, and his buddy asked, “Well, did you give him a ticket?” “No, I didn’t.” “Why not, who was it?” “I don’t know, but his driver was Gorbachev.”

Gorbachev loved the joke, and from that point on, rapport increased, tensions eased, and considerable progress was made in the bargaining process.

A good definition for rapport is: A state of mutual trust and respect between two or more people and is the primary basis for all successful communication. In the selling universe, where this does not exist between salespeople and buyers, phone calls are not returned, information is harder to get, and difficult demands are made in price and proposal delivery. The bottom line is that many sales are lost.

In order to be able to gain rapport, salespeople need to discover things they have in common with the other person. Make an effort to find people you both may know, hobbies you might have in common, or even restaurants you both may patronize. I have always preached that people buy from people they like and trust, and we tend to trust those who like the same things we do.

In his 2004 e-book on Consultative Selling, Richard Grehalva (www.richardgrehalva.com/), an executive recruiter based in Birmingham, AL. makes some interesting comments when he discusses the fact that people primarily process information through sight, sound and touch (feeling). He calls these, “channels” and explains them by using examples such as:

“Show me what you are talking about,” depicting the “visual” or sight channel.

“Sounds good from my perspective,” describing the “auditory” or hearing channel.

“That just doesn’t feel right to me,” illustrating the “kinesthetic” or feeling channel.

Not only do your prospects use these channels to communicate, you do as well. As with personality types, people don’t continuously communicate using only one channel, but they tend to have a dominant one that they use most frequently. It’s important to determine their primary channel, for the same reason you fine tune a car radio channel. We all know how irritating it is when radio reception is not clear, and although you can hear sounds you can’t quite make out all the words.

——————You’re Not a Subscriber? Whaaaat? —————–

After today you no longer have to beg, borrow or steal to get your weekly copy of this Selling Point newsletter. It’s FREE and will come directly to your email inbox as soon as you subscribe right here.

—————————————————————————————————

Here are some clues to help you determine which channel you primarily use. Once that is established use these same clues to categorize your prospects and buyers:

Do you like to explain things by drawing pictures? Do you prefer watching someone demonstrate a new function first before trying it yourself? When giving directions do you describe the landmarks that will be seen? If so, you are tuned to the VISUAL (seeing) channel. It helps when you can see the whole picture. You tend to see in pictures, colors, and shapes; and if one is not there, you create a picture of what it would look like. You probably talk fast and often use your hands to help show people what you are talking about.

Do you process information by hearing details and stats? Do you prefer to listen to the steps of a tutorial when trying something new? Do you listen to and remember details of what has been said? If so, you are more of an AUDITORY (hearing) person. You like to be able to hear the words, tones and sounds that are spoken to you, so you can get all of the facts and as many details as possible.

When in a meeting do you focus more on the feeling behind the words than what is actually said? When confronted with something new do you prefer to just jump in and get started, only asking questions when you get stuck? Are you more likely to get involved in sports or watch TV? If so, you prefer the KINESTHETIC (feeling) channel. You probably appear relaxed and speak slowly with pauses in between your phrases. Most of your decisions are based on gut feelings.

Know How Sales Prospects LearnLearning to speak in another person’s language, whether it is visual, auditory or kinesthetic, will get you into rapport quicker and at a deeper level. Both of you benefit because you are communicating in the language in which they prefer to process information. It’s similar to traveling to a foreign country and attempting to speak their language. Even when you butcher it, they typically smile and offer help, resulting in the beginning of a positive relationship.

When talking to a new prospect, after you think you’ve determined the language they are using…test it and observe the results.

Try saying something like this: “My guess is that you would prefer to get information from me that (pick one) shows you, OR, details information along with specifications in writing, OR, allows you to test drive to get a feeling) of how my service/product will provide the results you are looking for. Am I right?”

Based on their answer, you will know if you chose the wrong words and which channel you should use with them. Adjust if needed and begin speaking the language they prefer. It’s like my choosing German for my foreign language in high school; very difficult at first but, with practice it became much easier.

©2016 Robinson Training Solutions, LLC

Pack Your Own Parachute

Posted on 01.12.16 | Doug Robinson | Leave a Comment

Frustrated Salesperson

It’s extremely cold outside and seems to get dark about an hour-and-a-half after lunch each day. There were leaves on the trees when you received your last company-provided sales lead. Your wife wants to know when you plan on paying more than a minimum payment on the credit card bill that got super-sized during the holidays, and your manager is trying to keep you away from sharp objects around the office.

I know you are sick of hearing that you are way overdue for establishing an off-season self-generated sales prospecting regimen, so I’m offering you a six-pack of strategies today to help you survive the balance of the winter season.

Develop a Sense of Urgency – Pretend that if one more day goes by without a creative sale, you will vanish from the earth. Depending on your circumstances, that thinking may not be far from reality. Ask yourself questions like these; “What type of customer is my highest percentage shot right now?” “Who are the people who will view my services as essential?” “What is the fastest and simplest way for me or my information to get in front of prospects this week?”

Prospect Relentlessly – Roll your sleeves up and prepare to triple your prospecting efforts. Recruit your techs to ask their customers for help in finding other good customer like them. Ask techs to cloverleaf the neighbors of the homes they are servicing and tag them with business cards and door hangers. Customers make great consultants so ask them for their advice about finding more like them. If they were you, what would they do? Listen to them, get some ideas and start to execute. While this is going on, don’t forget to increase your time and effort networking with birddogs from occupations you don’t compete with, but that call on the same clientele as you.

Launch a Customer File Blitz – Your best prospect is someone you have already done business with. This is almost always an untapped gold mine for new business. Cull through client files and revisit your past buyers with up sell and cross sell opportunities and ideas. Consider offering special off-season rewards for loyal customers who make immediate purchases.

Put Your E-mail to Work – Use the unlimited power of e-mail to get in front of folks. Hopefully you Open Househave been gathering customer email addresses because now is the time to promote services and products. It is quick, simple and effective; just ensure you make your message relevant and targeted.

Host an Open House – Talk to management and get permission for a Saturday morning in-branch open house. This is education based marketing and might just be worth a try. Include brunch or finger foods. Invite a fixed number of customers and request RSVP’s. In the invitation publish that a drawing will be held for a valuable incentive or free gift in order to boost attendance and sweeten the pot. Set up exhibits that will spur action, and demonstrations of collateral services and products that provide lots of why-to and what-to-do information.

Increase Referral and Word-of-Mouth Rewards – Word of mouth marketing and employee referrals can generate high rates of success. Consider rewarding branch employees for sharing some creative ideas that produce solid leads and bring you prospects. Think outside the box and get techs and admin in the branch participating to ensure that everybody successfully over-winters.

Cutting back during the off-season never works. Double and triple down on your activity to keep the appointments and sales flowing during slow times. Take personal responsibility and ensure your off-season prospecting is Job One!

——————–Perfect Blue Collar Sales Help——————

“Doug, I really enjoyed every chapter of your book, and believe everyone who reads it will really benefit. I placed an order for 15 more copies to use as prizes for my folks during local sales contests.”
Shaun Gilman – Area Sales Manager, Memphis, TN.
Check it out for yourself, here.

—————————————————————————–

©2016 Robinson Training Solutions, LLC

Increase the Green in 2016

Posted on 01.05.16 | Doug Robinson | Leave a Comment

Sales Psychology of PersuasionYou may have never heard of Dr. Robert Cialdini until now, but today, as we kick off a new year, I want you to hear some of the principles he offers for salespeople who need more charisma. Many salespeople are charismatic. You meet them, you like them, and even when they don’t have the best product or the best pricing, you still buy from them.

They smile a lot and chat a lot. Most people think they were born that way, since they have an uncanny natural ability to sell almost anything, including their ideas.

Believe it or not, the good doctor says that the rest of us can learn the necessary skills so that we can grow up to be like them.

In his book, he provides 15 people-pleasing skills we can all learn to become more charismatic in order to get more out of our business relationships. After reading these, I thought it would be beneficial to share them with you as we try to “increase the green in 2016!”

People tend to do business with people they like. So, behave in a way that makes you likable. Dale Carnegie noted people like to talk about themselves. Whenever possible, direct the conversation away from yourself and toward the person whom you want to endear.

People want to associate with people they respect and admire. It’s difficult to get respect when you act or speak rudely. Be polite and patient. Avoid being crude, rude, gruff, or impatient, and of course, be kind to waiters/waitresses.

People feel comfortable doing business with people who keep their word. That means when you make a promise, do exactly what you promised. Do it by the deadline you promised – or sooner.

People trust others who are open and honest, especially about their own shortcomings. Resist the urge to be more than you are. Speak confidently about what you know. Be prompt in saying, “I don’t know,” when you don’t.

People buy from – and invest money in – people who have their best interests at heart. Don’t try to make everyone your customer or client. When you can’t help someone, say so. When you can, explain how – in terms of their benefits, not yours.

People want to take advice from experts, not amateurs or pretenders. You can’t be an expert in everything. Narrow your profession down to what you know. As your expertise grows, you can grow your field of business. But don’t pretend to be able to do something well.

———————–Happy New Year——————————–

If your enterprise has multiple locations, why not pick 4-8 of them to combine for a pilot of Doug’s weekly 30 minute online video chat sales training/coaching sessions. It just might be the missing piece to your organization, and just what you need to kick off 2016 with some zip. Take a look at a 5 minute slice of an actual session HERE.

—————————————————————————–

People feel comfortable entrusting their money to people who are honest, ethical, and aboveboard. So, don’t lie about your products and/or services… and especially not about your fees and commissions.

People can be bullied, but they’ll resent it – even if they’re bullied into doing something good for themselves. Use persuasion, not power, to get people to do what’s best for them.

People are drawn to others who are physically attractive (or not physically repulsive, at least). So, eat right. Exercise. Stay fit. Dress well. Be well-groomed. And pay attention to your personal hygiene.

People feel better with people who seem to be “real.” The best way to show you’re a regular person is to be cordial, friendly, and to avoid pretensions of every sort. Don’t pretend to be interested in baseball if you’re not. Don’t talk about Broadway and ballet when the other person is a baseball fan.

People respond to people who listen and pay attention to what they’re saying. Remember the old cliché: You have two ears and one mouth because you should listen twice as much as you talk.

People feel comfortable with people who are like them in some ways. You don’t have to be much like them, just a little. The trick here is to identify one thing you have in common with the other person. It could be golf, kids, pets, or anything else. Then, use that as an anchor to create a connection between you.

Sales Training: What is holding you back?People are attracted to accomplished people… and even more so when accomplished people are humble. When you talk about your accomplishments, do so in a way that lets others know you don’t think you’re all that special. You should do that for another reason, too: you’re not.

People are impressed by people who are productive. That’s why you should never attempt to get business by telling a prospective customer things are slow and you need the work.

People can be fooled sometimes, but not every time. And not forever. Therefore, in practicing the skills listed above, practice them sincerely.

Congratulate yourself for the people-pleasing skills from Dr. Cialdini’s list that you already have, and commit to continue practicing them. For the ones you still need to develop, just remember that you can’t do it overnight, but you can acquire them over time.

©2016 Robinson Training Solutions, LLC


Get Your Copy Today for just $16 (Free US shipping)

Look Who’s Talking …

Doug is a passionate and motivated sales leader. He understands the day to day grind that sales people constantly endure. Doug creatively presents the sales process in a simple, engaging manner in his book “Sell is NOT a Four Letter Word.” He takes you back to the focus on selling through his stories, ideas, and “Dougisms.” This book is great for everyone; those just getting started in sales, sales veterans, sales managers, and business owners that are serious about their sales teams growing and progressing. After reading this book you will be saying “Aha” and making lots of sales!
Juliana Pfeifer-Charleston, S.C.

I am a PC route technician and want you to know I just started reading your book and am finding it to be very motivating and useful. I have only read 15 pages so far but it’s like a hand pulling me out of the sales rut I have been stuck in. It truly helped me this evening, and I ended up selling over $1,000 of pest control for the day. I want to thank you for your words of wisdom and I’m excited to find the other secrets within the book!
Zach Shaw – Sikeston, Mo.

Filled with what the author calls “Doug-isms,” “$ell Is NOT a Four Letter Word” takes a unique approach in providing the “golden nuggets” of sales training with today’s salesperson in mind. Separated into eight separate chapters (titled “Enthusing,” “Essentializing,” “Engaging,” “Exploring,” “Elaborating,” “Encountering,” “Executing” and “Expanding”), “$ell” includes 116 two-or three-page standalone segments that each offers a tidbit that exposes an element of the sales game.
Carlton Fletcher-Albany, Ga.

Web Design by Premium Web Design and Hosting
© 2015 Robinson Training Solutions LLC

Connect with Doug: