Talking versus Listening

Have you ever thought about whether you are a good listener?  Since strong working relationships are based on an exchange of information, listening skills are as vital as your ability to sell (“tell”) your solution or product.  There have been plenty of advice articles written about talking versus listening and they make some excellent points but are you doing a good job becoming a better listener? The fact that you have two ears and only one mouth should offer guidance towards the appropriate balance of talking and listening.    

I want you to try something for a couple of weeks.  Next time you meet with someone that is new, whether its work or social related, do a post evaluation about your listening skills.  Ask yourself how much you learned about the other person versus how much they learned about you.  It will make you think about how your conversation went and will help guide you toward the best balance.  

For example, when I have done my own internal evaluation, I realized I have learned so much about them as where they grew up, went to school, activities they like, if they have children, what do they like to do with their free time, etc.  Obviously, a conversation at a party is different than at a sales appointment but it gives you an idea as to what I am talking about.  

All of us want to work and socialize with people who make us feel good and important.   When you focus on your client, you may find you have gained more than a sale.  

If We Truly Had Our Act Together...

80% of firms believe their Customer Service is excellent while only 8% of buyers rate their vendors as being excellent.   That is a huge disconnect!  

When I was working for a large firm, I use to make the statement that if we truly had our act together we would not have competition.  That is a bold statement it was true!

Over the years, our Customer Service levels went up and down.  As a large, technologically savvy firm, we were early adopters of many of the latest gadgets to come out.  We always had the best software for spec sheets and drawings, and of course, the newest cell phones / smart phones.  When we were on the leading edge, it gave us the ability to offer exceptional customer service at a level well above our competition…  

But, many times, we lost our focus on why we were in business.  We became disconnected with our customers.  We were typically able to fulfill 80% of orders upon receipt of the order.  Internally, we had varying perspectives.  Accounting/Finance thought that was a great number… as they did not want to invest more capital into inventory.  Customer Service thought it was low but didn’t really care as long as they got accurate in-stock dates for future shipments so they could get customers off their back.  Sales, of course, hated it with a passion... it held them back from making more sales and opened the door for more competition.  

As an organization we were NOT on the same page!  It appeared that each area was more concerned about their operations and not what was best for the overall company.  We developed an attitude of “if they really want it, they will have to wait and get it when we are ready to ship it.”  That is not how to build a business!

So where does that take us?  Armor Assets™ has developed an outstanding course on Building Business Acumen.  That can be a huge benefit to your firm which is capable of getting an entire organization on the same page or at least close.  With a solid business understanding, ALL EMPLOYEES can contribute to making the business work more effectively.  

By understanding the business and its goals and plans, everyone focuses on what is important. Employees make better business decisions that will pay improved dividends down the road.  

Armor Assets™ courses are effective and provide an interactive experience with real situations your sales teams face are discussed and strategies developed.  It is sales training that is simple, fun, pain free, and priced significantly below some of the training that is promoted today. Take a look at the website, read the testimonials, and let a fresh voice echo your message.  

"If You Can't Sell, Drive"

A pretty funny statement, with a lot of credibility...    This quote originated almost twenty years ago but it makes a good point. The more you drive, the more you get reimbursed in mileage expense. When you were having a bad year, mileage money each month was better than nothing.  Plus, it creates the perception that you are out busting it and your numbers will be turning around.  

Let's review some basic principles, so you don't fall into the above predicament. 

 The sales professional's goal:  to have a nice size carrot out there where it is easy to figure out how you going to be paid and confirm that it is accurate, rewards you for growing your business, and is competitive for your vertical market.  

The company's goal:  to provide fair compensation, make sure it is earned, and reward    those who bring in business to achieve the company's goals in revenue and profit.  

Are your incentive plans designed so that even when your sales team falls behind, they are still in the game and out truly working hard and smart each and every day? Are your sales incentive plans in full alignment with the top three goals for your business? Businesses generally thrive in the first and fourth quarters when extra effort is there to get off to a good start and to finish strong.  Make sure your plans and your trainings target the full year and you will get amazing results.  

 It is proven that employee training improves employee engagement. Many firms today do an incredible job of training their employees on products and services, but fall short on incorporated sales training.  Large firms can spend well over $1,200 per employee annually and employees can spend an average of 32 – 40 hours per year on training but not all firms can do that.   Studies show multi-day sales training events are effective for a short period of time but much is lost within days to several months.  Quarterly training and refreshing is much more effective as it continues to reinforce skills and successes.  

 So where does a firm like Armor Assets™ fit in?  Are you providing your sales teams with training on Business Acumen, Sales Skills, Account Penetration, and Developing Customer Relationships? Are you doing it frequently enough for everyone to realize it’s an ongoing process?  

Armor Assets™ takes what many courses cover in days and does the same thing in hours. The courses provide an interactive experience where real situations your sales teams are faced with are discussed and strategies are developed.  It is sales training that is simple, fun, pain free, and priced significantly below some of the training that is promoted today. Take a look at the website, read the testimonials, and leave the driving to someone else. 

 

Cash or Gift?

Employee recognition is more of an art than a science.  Shall it be an individual or group? Are you truly recognizing the right person or people and are you leaving anyone out?  Is it merited or is it going to be perceived as favoritism?  Is it for recognition that has already resulted in positive change such as increased sales, increased productivity, improved efficiencies, or helping with compliance?  

If you ask an employee which they prefer, most will tell you they will take the cash.  But is that what is best for your business?  It’s a fascinating topic.  Cash which gets merged into the other cash funds and it is forgotten where it came from pretty quickly or a gift that might be seen or used somewhat often?  

Years ago a Salesperson was selling $2 million a year to the US Post Office.  It was a good account and stable business.  At that time, a design team worked on a concept of a new communications device.  It did not then and never did generate any significant revenue for the company.  That team was rewarded at an annual sales meeting and the ongoing business was taken for granted.  At the time it didn’t make sense and it doesn’t now.    The design team was rewarded for something that did not work and the solid performing salesperson was not rewarded!  

Another firm found some creative ways to improve morale in special ways with minimal expense but the impact was unexpected and long lasting.  When gas was really expensive, they gave the employee’s gasoline gift cards.  Another time, after a particularly fine quarter, they brought in an ice cream truck (complete with ice cream truck music) and everyone got to select their favorites.  Both creative ideas are still talked about to this day.  

Money can be the most expensive way to motivate or reward.  However, a gift changes the mental impact of the reward.  It can clearly help us develop friendships and longer term relationships with our employees and co-workers.  If you go the gift route, skip the logo-d stuff.  If it’s meeting its objective, it will be remembered by the employee and their family.  

If your firm has had some creative ways to recognize employees and you would like to share them, send me an email at Dick@armorassets.com. If I get enough, I will compile them and share them on LinkedIn.  

The whole idea is to make sure your incentives and rewards are designed to meet your goals, plans, and objectives.  The business issues come down to increasing revenue, increasing efficiencies and effectiveness, cutting or containing costs, staying in compliance, and/or Keeping Employees Happy.  

Topics such as these are discussed in Armor Assets™ short, in person, interactive seminars.  

Check us out at www.armorassets.com  “Keep Developing Your Most Valuable Assets”™

 

Have You Learned This Before

How does that saying go?  “Everything old is new again.”  I have attended many courses over the years and have read many outstanding books by sales professionals who are incredibly successful.  They all have a lot in common and are really good at repackaging many tried and true solutions into their own trademarked system for selling.  What do they have in common besides being time consuming and sometimes expensive?  Do they allow sales people to become more successful?   Why do most sales people rapidly fall back into old habits?   

Information overload is a reality.  Between your CRM tool, sales reports, forecasting for the next month and quarter, expense reports, and travel requests plus other ad hoc requests, we spend a lot of time documenting everything. 

At the same time, many sales people who have been doing it a long time have four common thoughts about their jobs and roles:  1) the whirlwind of day to day activity is eating me up and I have no time to change, 2) I am selling the most commoditized product in the world, 3) there are no promotional opportunities for field based employees without relocating and that is risky in this economy, and 4) this industry is on a downward trend and the future is not bright. 

In turn, management decides that their sales force is not nearly as focused as they need to be so let’s have them do a better job of documenting what they are doing and how they are doing or not doing it.  They will introduce some new tools for the field ranging from simple call reports all the way up to the most sophisticated Customer Relationship Management tools that are customized for their own company and industry.  

These changes add to the whirlwind.  Have we over-complicated it?  Psychologists have been able to show that our environment is so complex, fast paced, and information laden, that we use shortcuts in response.  Your objective should be to develop a culture that simplifies the process and drives successful, repeatable results.  

What these programs have in common is a goal to help further develop skills in Prospecting, Qualifying, Discovery, Solution, Closing, Implementation and Re-evaluation. But do they keep simplification in mind?  Simplification, along with answers to some of the unspoken questions the sales team might have, can unleash a potential that you may not be experiencing today.  

At Armor Assets, we have combined real world experience, bits and pieces of some of the best training that is conducted, and knowledge gleaned from others, and developed rapid two-hour in person modules that can be presented to individuals or groups.  Rather then spend days or weeks on a new system, simplify the process and re-invigorate your team.   We can help you do that. 

Please visit our website at www.armorassets.com for additional information.