I was called on last week by a guy who seemed like an OK chap. But he never stopped smiling. It was some kind of a “put on” smile. Pretty obvious.

He seemed overly enthusiastic–and you know what I think about fake enthusiasm (I hate it!). So, when it came to him asking me some questions about what I was looking for–and any problems I was experiencing with my current vendor–I thought he’d hide the smile.

But No!  Similar to the “tell tale heart” he kept right on smiling!  Smiling right past the pain.

At one point, I felt like saying, “Why are you feeling so happy when I’m telling you my problems?” But I didn’t. I just said “Goodbye.”

Lesson

Come on people…if you’ve bought in to our philosophy that you are a problem finder — then a problem solver, wipe the fake, cheesy grin off your face. It’s not helping me tell you my problems. And it certainly doesn’t give me much faith you’re listening.

How?

The sales professional has a huge responsibility to create an environment where the prospect can be honest about what is going on—reveal processes that are broken, the vision that they have for their business.

We talk about this in our classes as a “safe space” or “keeping your prospect okay.” What are some of the things that sales professionals (term used loosely in this case) do to create the crap they get back?

1. Show up and throw up.
   Unfortunately, we can all remember being on the other side of this and we know how it feels. Of course, that doesn’t keep us from doing it to our prospects. Start talking, get out all of your features and benefits with uber enthusiasm, don’t breathe, don’t let them object or tell you they aren’t interested, don’t ask any questions, assume they will love what you’re buying, assume they have been waiting for you their entire life. Stop, uncomfortable silence, repeat.
2. Equate 1 hour of chit chat with a “great meeting.”
   We hear this all of the time. “I had a really great meeting…he told me all about his kids, his golf game. We spent an hour at lunch, and I know how busy he is. When I left, he gave me a list of products to quote. I feel good about this!” Uh, what. I’m sorry, where is the part where you found a reason that he would do anything different than what he is currently doing? Did I miss the “great” part about him sharing his thoughts on his business?? Who’s going to be mad when this prospect doesn’t return calls or e-mails to go over the pricing he asked you to put together?
3. Avoid the money conversation at all costs!
   Now, this can be tricky. I’ve seen salespeople avoid talking money the entire conversation, or jump right into lowering their price at the first sign of discomfort from the prospect. Please remember: It’s never about money! It’s about their belief they have a problem, they want to invest money to fix it and that you are the lucky dog that gets to help them do that. When you brush past their money questions, or discount your value because it’s easier than educating the prospect, you’re screwed—trust lost, your value depleted, conversation over.

Sadly, I could go on for days about what people do to blow
their chance at success. I would like to give a couple of insights that
might keep you from getting ticked for your stupidity:

1. Keep your intent on helping your customer.
   When you make it about them, and keep your intent on discovery of things you can help them with, you will do and say the right things. BE PRESENT! Your prospect knows when your mind leaves the conversation.
2. Don’t be needy and desperate.
   Trust me, trust the universe. The deal you might not get will not be the last opportunity you ever have for business. Mortgages, braces, revenue goals—all realistic pressures; however, your prospect doesn’t care and doesn’t want them invited to the meeting.

Visit Kevin’s blog at:
www.kevineikenberry.com OR
www.remarkable-leadership.com

This is from July of ‘08, but thought you’d like to see it. Virtually every client we have in our training business is hiring good sales people–not average ones–but good ones. So the lesson is “get to be a good sales person” and you’ll never go hungry. 

And if you’re having trouble, then you must look at your skills. Are you keeping them up? How much time per day do you spend working on yourself (vs. the time you spend watching TV or surfing the web)? Are you in mastermind groups that push and shove you upward? Are you seeking advice from experts or trying to do it yourself (or worse, taking advice from someone who’s never proven they can do it)?

In a way, the sales professional (that one who really wants to find and solve problems for people, is our way out of our woes.  

Sad, but a reality. But out of the darkness, a sliver of light.

Here’s what one guy, who had lost half his assets ($500,000), said: “At first we were depressed. We sat around and sulked for a month. But now as we look at it, we are invigorated. We are going to get back to doing something about it–something that pays the  bills and that begins to ‘grow our nest egg’ again.”

Invigorated

By George, I think he’s got it!!! You’ve got to move into “Growth Mode” not “Protect and Defend” mode. A great sports team plays to win–they don’t ‘Play Not To Lose.’ How many times have you seen a team up by 15 points with 5 minutes to go–and they go into “prevention mode”? Doesn’t work, does it?

And it won’t work for you as a sales professional either. You must invest in yourself–in  your business–in your talent–in your marketing. Get riled up again. Get into ‘growth mode’ and watch the recession fade away.

We find that most companies are miserable at understanding and voicing their value to customers. Here are several mistakes I don’t want you to make as you define your value.

#1  Rush Too Quickly To The Words

Teams get too hung up in the words too quickly and fail to understand the value PRIOR to putting it into words. Value/Message is like a puzzle you put together. And we can’t know how to assemble it until we get all the pieces on the table.

#2  It’s Based On The Wrong Intent

If we take a vendor mentality (bad) we will craft this with the wrong intent…we’ll craft it with the intent of selling someone something. Instead of the intent of “helping our customers solve problems and realize opportunities.” That will be the theme of our blog and podcast this year. Your value story should “attract” some and “repel” others.  It must take a stand.

#3   Sterilized Message Speaks to No One

The message becomes too sterile and intellectual–and lacks the soul of the business. People make the difference so it needs to give voice to people (prospects) not just to statistics (although they are important too). Group mission statements usually end up like that. Sales people won’t use it.

#4   Filter Through Old Thinking

Too many ‘false filters.’ This means that if we assume that a prospect only has :30 to hear the story then we’ll craft it for :30.  I don’t think Stephen King says, “I need to get this story told in 25 pages.” It’s more important that the story is compelling first–then work on how long/short it is. Prospects will carve out a lot of time to talk about themselves–not so much to talk about you.

#5  No Platitudes, Claims or Opinions

Companies make this a bullet-pointed list of claims, platitudes and opinions. That doesn’t compel a prospect to change. What compels a prospect to change from their current situation is if they feel they pay a penalty NOT to change. That’s what we need to get to.

Apple has done a great job of this. Are their pcs faster? Not sure. But you don’t find many people switching from Mac back to Dell. Once we tell this story, the prospect should either say, “How quickly can we get started with you?” Or, “This is not for us. You need to leave now.” Either answer is OK. What’s NOT OK is, “That’s very nice. Thanks for coming in.”

# 6 We Don’t Change The Game

When you’re crafting your message, that’s the time we can change the game. Instead of thinking of ourselves as a traditional category (Accountants, Trainers–whatever your category is) is there another way to describe you? Are we OK if your prospects lump us in that category? Is that what we want to be known as? Is that where we can grow and be profoundly successful? Change the game. Change the rules. And the results change

Coming in  2009

We’ll be bringing you  more content on Value and Message in 2009 beginning with a Teleseminar early in the year. If you haven’t already, sign up to be notified when there’s a new blog (upper left)–so you don’t miss it!

“Instant, mindless cutting of … training or sales force travel in the face of a downturn is often counterproductive – or, rather, downright stupid. Tough times are golden opportunities to get the drop on those who respond to bad news by panicky across-the-board slash and burn tactics that de-motivate and alienate the workforce at exactly the wrong moment.” –Tom Peters

Tom nails it. In the last few months, I’ve witnessed panic-attacks on the part of Sales Leaders. They’ve shut down interviewing. They’ve shut down incentive programs. They’ve bought into the hype around the slowdown and they’ve become paralyzed.

Your People Need Training Now More Than Ever

Don’t do that. The world keeps moving. Your people need to be the best developed sales team on the street in order to compete today–and in 2009. Your people need to know how to handle things today they couldn’t have dreamed of two years ago.

TIP: Ask your team what is “one thing” they want to accomplish next year. Then create curriculum that helps each of them do that one thing. It’s not brain surgery (It’s better).

This site is mainly for consultants/professional services providers, but my belief is that selling services like this is just the same as selling products. There are things to do…and things to avoid.

• How do I close without using closing techniques?
• If I’m a consulting practice, do I need a salesforce?
• How do I communicate value to constituents?

Daryl had some hard-hitting questions that caused me to think a little about applying our content to other worlds. Once again, go here to read the interview.

What came out of that call was that there are three boxes we sales people find ourselves in. And the quicker we can extract ourselves from them–or avoid them in the first place (my choice) the better.

1. The Vendor Box

This is the box that all prospects want to put you in–as a vendor. Not as a “partner” or as a “trusted advisor” as many of you would like. But Vendor. (Even the word seems cold and harsh). Vendors sell things. But if you’ve read the 400+- posts on this site, we are ALWAYS talking about showing up as a problem-finder and solver–not as a seller.

So if you’re being treated like a ‘vendor’ don’t blame the prospect. Look in the mirror.

2. The Sales Box

This is what is on your card when you give it to the person. You can put “business development” or “account manager” on your card but to the prospect, it means sales. And to them that means, you’ll do/say what it takes to get an order/the business. So stop the non-sense. Don’t put yourself in the box, for God’s sake. Be different. Act differently. Stop selling and start solving problems.

And the minute you find yourself back in ’sales mode’ catch yourself and stop.

3. Box Box

What the hell is ‘box-box?’ That’s what happens when you actually do have a physical product you ship. Could be an appliance, or a capital good, or a supply. The worst thing you can do is cart out the “pots and pans” (boxes) and start pitching them.

Boxes should only be solutions to problems. So if you must bring it out to show, bring it out ONLY after you’ve gotten some sense of whether they have problems with their current box.

Great sales strategy should always pay attention to the landscape that exists when you show up. By knowing the three boxes you’re liable to get sucked into, you’ll be better able to handle it.

But occasionally they come up with a good one–like last year when Michael (Sales Manager) spoke to a group of college business grads. Quite funny.

And then last week, Michael conducted a sales role play I think you’ll find knock-down funny. Here it is.