Posts Tagged : Sales & Customer Service

Sales Statistics

Dedication, persistence and believing that your product or service is genuinely needed by your customer.

These stats do not surprise me at all. Taking yourself out of the sales person shoes, and into the mind of the customer; would you ever buy a product or service that the person selling it to you didn’t believe in? (unless you actually needed to buy it and do not care what the sales person has to say).

Being persistent in a polite way shows that you actually believe in the product or service enough to continue to develop the sales process further.
If we all started out thinking that we have 12 calls to make to close this sale, achieving 5 is amazing. If we continue to think that 1 call is good enough, we will continue to underachieve.

I am the firmest believer that when a salesperson actually believes in their product or service it helps deliver a truly authentic pitch. As a customer you want to hear the passion in their voice, the fact that they recommend the product or service  personally, and furthermore either own one or have a view to own one in the future. Never forget, the service delivered today will be generating the income for tomorrow. Please follow this link to see how to become a Sales Star in 5 simple steps. Yours in Sales & Service.

Dan – Managing Director

www.oursalesexperience.com

“Every accomplishment starts with a decision to try”  Grant Cardone

For the majority of sales people, prospecting and qualifying have always been the least favorite aspects of their jobs.

In the blinkered rush, most sales people, with a new prospect, look purely for a quick sale and qualifying is often skimmed over. Salespeople end up spending time with the wrong people, upsetting a prospect and negatively impacting the effectiveness of the discussion, wasting both theirs and the prospects time.

Qualifying a prospect will make sure that you are not discussing a beautiful Harley Davidson, when the prospect doesn’t have a motorbike licence, and really just looking for a second hand scooter for their son or daughter.

You may be the best closer in the industry, have the gift of the gab, or know exactly when the customer is ready to buy, but without a prospect in front of you, and a steady pipeline for you to work with, all those sales development assets are useless.

Who is a prospect?

Absolutely everyone, until of course you have qualified them.

Qualifying Your Prospects

How can sales professionals qualify and select the right prospects with whom to spend their valuable time?

  1. Salespeople must have the right mindset to find and qualify the prospective client. I would recommend thinking like a physician, and asking questions to diagnose your customers situation. Using qualifying models like BANT (Budget, Authority, Needs & Time), ANUM (Authority, Need, Urgency, Money) and Hubspots latest GPCTBA/C&I, you can get a good flavour as to whether or not the prospect is qualified for your product and solution or you are wasting each others time. What makes a physician’s repertoire of questions so valuable is that it helps you focus on being able to get to the heart of the issue very quickly. Physician’s generally lead with the opening question, “Why are you here today?”, or “How can I help you today?”. Both questions are open ended and will get straight to the heart of the matter.
  2. Qualifying through research is also an excellent way of understanding your prospects. It builds an external profile, for example, size of company, industry, number of employees, structure, mission & what the company is about. Thus helping you to visualise how your products and services could fit. Although there is only so much researching your customers external profile can do for you and your ability to forge a new and lasting relationship with the prospect.

Qualifying a prospect does not guarantee you are going to get the sale, but it does guarantee that you will be more effective with your product or service placement.

If you would like to find out more on qualifying a lead, maybe some sample questioning around models like BANT or others, please contact me at daniel@oursalesexperience.com.

Yours in Sales & Service.

Dan

Managing Director

www.oursalesexperience.com

My Top 10 Sales Frustrations
In some of my many new customer meetings working as a SME Portfolio Manager, coming into contact regularly with poor service levels, I want to elaborate a little further on this point with…

My top 10 Sales Person frustrations:

  1. Going into a shop and getting no acknowledgment by the sales person (s) (with a worse point that they are chatting between each other and don’t offer any assistance).
  2. Having a sales person hover, telling me every 2 seconds, that is great, that looks amazing, that is a best seller etc… Space Invader.
  3. A salesperson deciding that the phone call is more important than the sale. (I don’t mind being asked, but it is just staggeringly rude to be cut off and left while the phone is answered).
  4. A salesperson who asks questions, but doesn’t listen and asks you again and again…
  5. A salesperson making a time, and then turning up late without any sort of kindly telephone call or email. Appreciate we are busy people, but I am buying from you? Or was…
  6. Poor and impolite emails or letters.
  7. A salesperson who does not accept responsibility, and blames everyone else, even their boss.
  8. Having an action agreed with a salesperson and then no follow up, no apology, nothing.
  9. When they look untidy or unpresentable. I am someone that does not shave all the time, but there is a difference between presentable and unpresentable.
  10. They have No idea about the product or services they are selling. First dayers I can accept and will happily work with if they honestly highlight it, but anyone else…

What are your thoughts? Do you have a top 10 sales frustrations? Feel free to email me at daniel@oursalesexperience.com with your comments and I will post the top ten on our facebook site. The best thing is, that these frustrations are all so easy to fix. These are truly the basics and most businesses, especially the smaller ones, just seem to be getting it wrong, time and time again. We should be trying to make the experience memorable. Stay tuned for my tips on how to solve these frustrations in upcoming blogs.

“The experience delivered today, will generate the income for tomorrow”.

Small Business Lending Tips – The Non-Judgemental Toolbox

Helping put a financial story across in a non-judgemental financial world

The Non-Judgemental Toolbox

Helping new businesses get a proactive head start when approaching a financial institution;

What do you need?

Most small businesses I meet believe that an extensive Business Plan will help in getting financial support.

Whilst this in some ways is true, probably 90% of the information you have collated is defunct with a financial business that is purely centred on mitigating risks.

Most new business lending is centred purely on whether or not you can provide any information at all rather than the length of the plan you have put together.

The Small Business Manager will very rarely have the authority to make any form of judgemental decision on the business banking account, but will more than likely need to submit documents to their credit control team to reinforce the non-judgemental decision that the system has made.

What I have attached below, will speed up the process of a decision, simplifying your bank managers role as all the information he needs to submit is neatly gathered together, which, given that they are extremely busy people,  will give your lending proposal more chance of getting completed (and submitted) over any other lending requests they have received.

For any business lending between £1k – £30k I would recommend putting together:

The 2 Page Proposal

    1. Business Background

      • What is your business, what sector are you trading in, and what is your unique selling point/competitive advantage
      • If you have a website, include the link.
    2. How will you make it successful?

      • Who you are and what is your experience – Highlight similar business management experience, or previous successful business experience.
    3. How much debt do you need?

      • Iterate how this will be spent down to the final £
      • Do not include your wage or utilities. This is purely to come out of the business expenses when functioning.
      • If it is for an asset, put down that you want asset backed finance (HP/Lease etc)
    4. How will you repay the debt?

      • Where will the income come from?
      • Is it from sales expected?
      • How can you prove that?
    5. Include a personal Asset & Liability Statement if you can:

      • Asset = car, cash, shares, boat, house etc
      • Liabilities = Debts outstanding
      • Personal Income = current monthly income – bills
    6. How much is your stake?

      • Generally any financial provider does not want to take on all the risk. Most banks like 50/50 split.
      • Most finance house want to see a decent deposit (30%)
      • Most private financiers also like to see that your family and friends are backing you on this too.
    7. Cash Flow forecast

      • They are not expecting you to put it to the pence, but if they ask you a question about your figures, you need to know how you came to it. And saying that you just guessed what it will be is not really enough.
      • Worst case scenario is great, but this does not mean making your business hugely unprofitable, as why would anyone want to lend to a business that couldn’t afford to pay you back.
    8. Any Other Important points

      • Attach a summarised form of the last 2 years trading accounts if you have them
      • Other important points you feel may make a difference to the decision, ie long standing personal customer

If you need any assistance in putting this piece together please do not hesitate to contact us directly via email daniel@oursalesexperience.com, via the website at www.oursalesexperience.com or via mobile on 07797787389.

Have a fantastic day!

Never forget “the experience delivered today, will generate the income for tomorrow”.

Yours in Sales, Service & any other Small Business Help.

Dan

 

 

 

What Is Our Sales Experience?
Our Sales Experience is a team of professionals with a passion for delivering excellent customer service. We have a diverse range of industry experience but any good salesperson will tell you, the process is inherently the same for any product or service. It is the delivery, management and ongoing support that will set you apart from the rest.

Why do we do it?

We want to inspire customer facing people to be passionate about the brand they work for and the products or services they sell. We want to lead from the front and bring our passion for business, and our passion for people to help your business deliver a memorable experience over several sales channels.

Where are we based?

Based in Jersey, but we will be working predominantly with you within your place of work. We will be taking on your brand name, researching your products or (and) services and coming with you or working alongside you to deliver the “hands on approach” we promised.

What do we do?

We are an end to end sales & service company that helps small and medium sized businesses engage better with their customers at varying touch points. By touch points I mean on email or phone, in store, anywhere that you interact with your customer other than online.

How can we achieve it?

We have developed a winning process or guideline, that is not as generic as you will find reading sales handbooks. It is a bespoke product which incorporates a lengthy and hugely successful sales & customer service experience history, centering on your customer and their needs.

What next?

We would love to hear from you! Have a question or a new idea? Let’s talk. We love hearing about exciting concepts. Let us know and we will come up with a professional service that can help you develop your sales channels. We are here also to answer any questions you may have about our company or services.

 

Money can’t buy?

Whats truly important, cost you absolutely nothing.

How difficult is it for people to invest into something that is free to all?

Whilst these are in no particular order, they all resonate with the reasoning as to why we interact with some people and not with others.

Are there any other traits you feel the list is missing?

And importantly, “our service delivered today, will deliver our income for tomorrow”.

The Team at Our Sales Experience.

www.oursalesexperience.com

 

Amateur vs Professional

Its hard enough running the business you own.

Getting inexperienced & cheaper resources involved, especially in customer facing or decision making roles, can make hitting your businesses targets all that much harder.

With tight cash flows, most small businesses restructured and got rid of the very people they need to drive sustainable income and growth.

The team at Our Sales Experience look for missed opportunities within your sales processes. Importantly we know that without you being successful, we can not.

Contact us, let us help you get a head start on your competition.

Deliver an experience that your customers will talk about with their friends, and their friends friends.

Yours in Sales & Service

Dan
www.oursalesexperience.com