Overheard on the train - on a "Sell" phone

A Salesman, travelling from Cork to Dublin by train, placed a mobile phone call to his client to follow up on a possible order.

Let's listen to one side of the dialogue:
"Hi, This is ... I'm calling to check up on the project to see if I can be of any help in moving it forward and check on the status." (He listened to his client). "Well, I'd really like to see it move forward and help you. I think we could do a lot with your company," the Salesman continued. (He listened again to his client). "Well let me know if there is anything we can do."
To be honest, I eavesdrop on salespeople. I can't help it. I love them. It's a (healthy) obsession with me. He was sitting across the aisle from me, and it was impossible not to hear him. I pretended I wasn't earwigging..........

His next call really got my attention. This was a call to his colleague.
Let's listen to the seller's side of this conversation:
"I just called X and it doesn't look good. He told me it looks like the competitor is going to 'step up to the plate'-whatever that means -, and they were going with them." He listened for about one minute to his colleague and said, "Well, I didn't want to press him too much."

From the first conversation I had no idea this salesman had gotten such bad news. I did notice he was very polite in tone to both his client and to his colleague. But what was missing?
He missed a chance to 1) save the deal, and/or at least 2) gather competitive and client information. He needed to "press" a lot more than he did.

It was clear he had put in a proposal on a piece of business. I assume he had given time, resources, and ideas to this client. While a client may not choose us in spite of these things, we have the "right" to try to find out why they don't. Since this did not appear to be cast in stone yet, the salesman might have been able to save the opportunity or reposition himself to at least stay in the running.

At a minimum, he should have:
* Acknowledged what the client told him, showing some concern without being critical or defensive
* Asked what the client meant by the competitor "stepping up to the plate"
* Listened and drilled down - why, when, what will the competition do
* Asked how his contact feels about this direction with the competitor
* Asked where the other decision makers stood
* Positioned benefits/ideas
* Checked on where things really stood
* Ended on an action step - i.e., if the deal merited it, go and see the client and try to influence his/her colleagues - "I'd like to come out and see you ... this is so important to you ...I'd like to bring my sales manager with me..."

With acknowledgment and a positive tone and prefacing such as, "I know that the competitor not doing..(whatever)... was a concern to you. May I ask how the competitor is proposing to handle ... (the area where the competitor had not been able/willing earlier to provide the client need)?" The Seller may have gotten important informationthat cold have helped save the deal.

Clients expect to be asked "Why?" and "What?" when they tell you any important news.

In thinking about it, besides "pressing" in a consultative way, there was something else missing from the first phone call. There was absolutely no rapport with the client!

There was no brief client chat, no use of client's name, no benefits stated, and no request to see if it was a good time to speak with the client.

The learning points are that if there is a chance to win deals in a competitive marketplace, we must be more assertive, have established rapport, and make a second and third effort.

Research from DTS in the USA shows that 72% of sellers give up after the third objection, but that 68% of sellers only say "Yes" after the fourth objection!.

It's not easy to stay composed when you get bad news. As salespeople, it is important to be ready to acknowledge, question, and find a way to reposition.
When you get "bad" news, take a breath, remain consultative, and ask questions to find out why - and hopefully start to change the situation or at least gain competitive information.

If you really wish to stir up your selling juices and allow a breath of fresh air blow through your sales thinking, check out The Brain Audit here.


Health & Blessings until next time.
Keep Selling!

Maitiu
http://www.greatexpectationscoaching.com
www.skype.com User: maitiu Talk to me for free from anywhere in the world (GMT time zone)

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