Good afternoon,
We are in the midst of March Madness and if you are a basketball fan you just can’t get enough. Most of this year’s teams are not there by luck. They study the video from past performances to improve with each game. If they don’t look at past performances, this is indeed Madness! The same can be said about salespeople and moving from good to great.
I was reading an article from my colleague Steve Kraner who owns Software Sales Gurus. He shared some interesting points on reviewing the game tape from a presentation or introduction call. Here are the insights that caught my eye:
Subservient Tone: “Excessive gratitude comes across as subservient, not respectful.”
“I start every call profusely thanking them for taking the time to meet with me because I was taught to respect their time. When I hear myself on tape, I realize you do not command respect when you act subservient.”
Style: “Recording reveals flaws in personal presence; awareness sparks positive change.”
“When you see yourself firsthand, aspects of your demeanor make you cringe. But when you see it, you can change it.”
Structure: “A structured approach improves question quality and customer responses.”
“I am surprised that a greater degree of structure does not cause a salesperson to sound robotic. Structure improves the quality of your questions and your customer’s responses.”
Missed Problems: “Recordings reveal overlooked customer concerns.”
“I am surprised that I didn’t hear the most pressing problem they brought to the table until I listened to the recording.”
“The buyer’s top issue was on the table, but it was the first time I had heard that specific problem. I wasn’t sure we could address it. So I didn’t pursue it.”
Discomfort: How you ask matters.
“If you are uncomfortable asking a question, you make customers uncomfortable answering. I realized this when I heard a teammate ask a question to which the customer responded. I asked the same question and didn’t get a response. It is not what you say as much as how you say it. You have to believe the questions helps you find and achieve mutual advantage.”
Disarming Honesty: “Addressing limitations builds trust and removes obstacles.”
“I used to shy away from things we couldn’t do. When I heard colleagues point out things we could not do, the typical customer response surprised me. In most cases it removed an obstacle to the sale because the buyer said that feature wasn’t important. Sometimes it resulted in an early disqualification. Either outcome is good for me and my customer.”
Finally, I have come across another technique that creates a bond with the gatekeeper. Just today, the gatekeeper asked, “Is Mr. Johnson expecting your call? I replied, “Nobody expects me to call!” The gatekeeper chuckled and put me through. There is power in humor!
