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H O S T E D B Y : C O - H O S T E D B Y :

SalesTeamMo:va:onKeepingItSimple,Selling&WinningonEvenKeelDanny Bozart

ABrief,RealWorldLookAt:•  SocialMedia,Texts,Emails…TheSmartPhoneOwnsUs

•  Mul:-TaskingisforLosers

•  Verbal&NonverbalBehavior

•  Listening

•  FiveSenses

•  NineTypesofQues:ons

•  FirstImpressions

•  SalesCallDynamics

•  TheTenStepCall

•  HandlingComplaints

•  Re-Centering

Today,let’sFocus&Re-CenterToday,myfocusisonthecurrentincrediblyfastpacedworldthatwelivein.Smartphoneswerecreatedtohelpus,buthaveactuallycreatedmorework,morestress,andkeepusconnected24/7.Peoplearenotbuilttorunlikethis.Ihopeyouleavetodaywithsomeideasonhowtorecognizethesestressesandtechniquesonhowtorecognize&re-center.Iwillalsoleaveyouwithsomesalescommunica:onstylesandstrategiesthatyoucanapplyas-neededwithinyourownwinningteam.

Remember,noma+erwhatyourproductis,youareinthepeoplebusiness.Companies&leadersthatknowandtrulybelievethisaremoreprofitableandhaveemployeeslivinghealthier,happier,morefulfillinglives.

SocialMedia,Texts,Emails...IsThePhoneTheTool,orUS?

-Answer–WEaretheToolLearntoputthephoneaway.Doyoureallyneedthephoneinyourhandwhilesi^ngwithandconversingwithalovedone?Doyouneeditonthedinnertable?Inthebathroom?Who’scalling?Makeitapointtotake:meawayfromthis“tool”eachday.Behuman,whenusingthephone,buildrela:onshipsnotviatext,butbythephone–talking.

MulD-Tasking=Mega-Mediocrity

-FalseSenseofAccomplishment-IncreasedStress,Off-center-Reducedrecogni:onofurgentprojects-Busyatbeingmediocreatmanytasks“Honey,Ihadabusyday…nothinggotdone.”PICKTHEBIGTASK,OWNIT&WINIT

SalesCallVerbal&Nonverbal•  Yourverbalandnonverbalbehaviorshouldalwaysbecongruent.Beawareofhowyou’re

sayingit.Whenverbal&nonverbalconflictwitheachotherconfusionownstheconversa:on.Indeed,thisisverybasicinvolvingwhatwedoeveryday.However,ohenweallgetlazy.Ohenwearenotaware.

•  Verbal:Whatitisyouaresaying.Beclear,complete,specific.Beredundant.Sendthesamemessagemorethanonce.Beyourcomfortableself.Speaktoexpressmorethanimpress.Whatyousayrepresentsonly7%ofeffec:vecommunica:on.*•  Nonverbal:Howyouaresayingit.Bodylanguage,gesture,posture,facialexpression,eyecontact,voicetone,touch,adornment,odor,hygiene,spa:alarrangement,culturaldifferences

•  93%ofEffec:veCommunica:onisNonverbal*38%=Paralanguage–Useofvoice:tone,pitch,velocity*55%=OtherNonverbal–Bodylanguage,gesture,facialexpression,etc.**[NonverbalCommunica:on(Chicago:Aldine–Atherton,1972)]

We’reOnlyHuman(evenatwork)

Thewonderfulalmightypowerfulhumanspirit&humantouch.

Verbal&NonverbalCommunicaDon

It’showyousayit…………………………....nowdropandgiveme50.

NonverbalissopowerfulthatohenVerbalisn’tevenrequiredtoconveyamessage.Here,myUncleJethro,duetomanynonverbalcuestellsushe’snotafanofMen’sWarehouseorSportClips.

Let’sTalkNonverbal•  MajorNoverbalsWorthPayingATenDonTo:EyeMovement&Contact-DirectEyeContact=youhavetheirinterest-SmilingEyes=theyacceptyou-RelaxedEyeBrow=theyarecomfortable-PoorEyeContact=lying,uninterested,uncomfortable,distracted-EyeBrowTension–uninterested,confused,angry

FacialGestures-Mouth=smilingornot-Color=pale,flushed,turningred,natural-Tension=relaxedortenseface

ArmMovements-Crossed/Closed=notinterested-S:ff=tense,uncomfortable-Uncrossed/Open=interested,accep:ng

Let’sConDnueTalkingNonverbalArmMovementsCon:nued-Swinging=anxious,excitedangry-HandsBehindHead=opentoideas,discussion

TorsoMovements/Posture-LeaningIn=interested,liking-LeaningOut=notinterested,discouraged-Slouching=bored,:red-Si^ngUpStraight=interested

LegAc:vity-Crossed&Bouncing=anxious,heightenedemo:on-Fidgety=notinterested-Crossed&NoMovement=interested,atreducedlevel

Spa:alArrangement-CustomerSitsAwayFromYou=notinterested-CustomerSitsCloseToYou=interested-LargeTable&CustomerSitsAtTheHead=dominant,arrogant

Let’sSlowDown,Let’sListen•  Thetoughestthingformostofustomasterislistening.Especially,salespeople.

CommonPivallsInclude:-Preconceivedideasofwhatthecustomerwillsay-Youhavealackofinterestinthepar:cularperson-Selec:vehearing.Hearingonlywhatyouwant.-You’re:red.Lackofconcentra:oninwhatthecustomerissaying-Distrac:ons.Externaldistrac:onsreducingyourfocusduringthevisit-Youarethinkingofyourresponsewhilethecustomeriss:lltalking

KeyAreasToMaster:-Goodhealth,wellrestedbeforecustomervisit.-Pre-callplanning,proposalprepandwellthoughtoutsolu:onsoffer-Alwaystakenotes.Notesaregoodforyoulater,butstroketheegooftheproudcustomernow.-Neverinterruptthecustomer.Letthemtalkandfinish.Concentrateonwhattheyaresaying.-Keepanopenmind.Don’trushtojudgement-Don’t’allowyourselftobedistracted.Ifneeded,pointoutthedistrac:onandremoveit.-Slowdown.Ac:velylistentothecustomer.Openpostureandshowyourtrueinterest.

CommunicaDon:TheFiveSenses•  Sight:83%oflearningisviaoureyes•  Hearing:11%oflearningisviaears•  Taste:3%oflearningisviaourmouths•  Touch:2%oflearningisviafingers,hands,toes,feet,etc.•  Smell:1%oflearningisviaournose

LetMeAskYouAQuesDon(AGREATONE)TheNineTypesofQuesDons1.   Open-Ended:AlwaysbeginwithWho,What,When,Where,Why,andHow.Thisisthebestques:ontypetouseonasalescall.Example:Whattypeofproductstoyoubuy?

2.   Closed-End:BeginwithWill,Would,Should,Could,Is,Are,Do,etc.Thistypeofques:onyieldsalimitedresponse.Example:Willyoubuyfromme?

3.   AlternateChoice:Theword“or”mustalwaysbepresent.Itoffersthecustomerachoice.Theques:ontypehelpsthecustomerdecide.WouldyouliketoshiponMondayorTuesday?

4.   LeadingOpen-End:Leadsthecustomertoansweranopen-endedques:on.Example:BeforeIcanacceptyourorder,howmuchcashdoyouhaveonhand?

5.   LeadingClosed-End:Leadsthecustomertoansweraclosed-endedques:on.Example:Iamopentodoingbusinesswithyou,butisyourannualspendmorethan$100K?

DiscoverYourBestQuesDonTheNineTypesOfQuesDons–ConDnued6.   LeadingAlternateChoice:Leadsthecustomertoansweranalternatechoiceques:on.Example:WhileI

amprocessingyour40,000lborderwouldyoulikeitshippedinatruckoron1000skateboards?

7.   ReflecDveOpen-End:Reflec:vestatementbeforeaopen-endedques:on.Example:Youhavemen:onedthatmybreathsmelledbad.Whataresomeotherissuesthatyouhavewithme?

8.   ReflecDveClosed-End:Reflec:vestatementbeforeaclosed-endedques:on.Example:Yousaidyoursalesareup75%.Isthatyour1983rollerskateparkedoutfront?

9.   ReflecDveAlternateChoice:Reflec:vestatementbeforeanalternatechoiceques:on.Example:Itisnicetohearthatyouwillopenanewloca:on.WillyoumanagetheBermudaorFlintopera:on?

TheFirstTimeISawYou•  FirstImpressions:MastertheBasics&Win-  Dressthepart.Lookgreat.-  Beverywellpreparedforan:cipatedques:onsandsolu:ons.Pre-callPlan.-  Makethecustomerthecenterofaxen:on.Don’tout-dothem.-  Listenac:vely.“Hmm….”“Iseewhatyoumean…”“Joe,tellmemore…”-  Useyourcustomer’snameohen.-  Avoidconfronta:ons.Biteyourtongue.Thisisthefirstvisit.-  Becau:ouswithhumor.-  Speech.Beawareoftone,volume,velocity,clarity.-  Showenthusiasm.Timeissovaluable.Don’tboreupthejoint.

TheDynamicsOfthePerfectCallSalesPersonOpening

StatementsBuyer

listening&growing

acceptance

SalesPersonFactFinding

Buyerarousingcuriosity

SalesPersonpresentssolu:ons

Buyers:mulatedinterest

SalesPersontrialclose

Buyergrowing

desiretobuy

SalesPersonclosethesale

Buyercommitment

tobuy

Let’sDoTheTenStepSalesVisit1.   Pre-callPlanning:fact-finding,poten:alobstacles,needs,yoursolu:ons

2.   MeeDngAgenda:Emailed/Faxedtothecustomer

3.   BuyerEncounter:Ini:alconversa:on&opener.Icebreaking.

4.   CustomerNeeds/DesiresAnalyzed:Whatthecustomerwouldlikeorneeds.

5.   YourSoluDon/Offer:Thewonderfulofferthatyou’vebrought.

TheTenStepscon8nued…6.DemonstraDonofYourSoluDon/Offer:Howyourmagnificentproductorsolu:onworks&willhelpthecustomergrow,boxomlineimpact.7.   TrialClose:Youaskifyoucanmeetthecustomer’sdemands,canyoubooktheorder.Nego:ate.8.   CloseTheSale:Youaskforandbooktheorder.BuyerCommitment.

9.   LookingAhead:Whatorderswillfollow?Whendowemeetagain?Whatisthenextstepintheprogram?Writeitalldown.10.   Follow-Up&ThankYouCard:Confirmingallofyourfabulouspromises.Dowhatyousay.Driveit.Don’tleavetheorder/programtosomeoneelsetohandle.Thisiswhereyouownitandwinlongtermbeyondoneini:alorder.Finally,thankthecustomer.SendthemahandwrixenThankYoucard.Thisistrulyaforgoxenart.

OwnTheirComplaint•  FiveSimpleStepsToShineOnAComplaint&WinForaLongTime1.   Listen:Ac:velylistentowhatthecustomeriscomplainingabout.Onthephone,“Iunderstand…tellmemore”.Face-To-Face:Leaningin,headup,eyesopen.Completeaxen:onandfocusonthecustomerandthecomplaint.2.   Empathize:Showthatyouunderstandandappreciatetheirsitua:on/problem.Slowdownthevelocityandvolumeoftheconversa:on.“Ihearwhatyouaresayingandwillstarttheprocesstosolvetheproblemrightaway.”3.   QuesDon:Askopen-endedques:ons.“Whatdoyouneedrightaway?”4.   TakeAcDon:Fixtheproblempromptlyandcorrectly.Drivethebus.Youcan

shineforaverylong:mebyhowsimplyhandingthecomplaintcorrectly.5.   Follow-Up:Makesureeverythingisokandthatthecustomerispleased.A

customerproblemorcomplaintisyourbestopportunitytoshine.Itisabexeropportunitythantakingacustomergolfing.Embracethecomplaintlikeapreciousgihandyouwillhavethatcustomerforalong:me.Dropthegihandyoulosethemforever.

Ojen,We’reOff-Center•  Eachdayweencounterforces,dialogues,atmospheres,events,

stressesthattrulyknockusoff-center.Thesealloccuratdifferent:mesorevenatthesame:me.Whenwedonotrecognizethis,theystarttostackupandsnowball.Onedaycanturnintodays,weeks,monthsandevenyears.Webecomeoutofbalanceandstarttofeel:red,exhausted,irritable,perhapsphysicallyillandinpain.Wecanbecomeoff-balanceforsolongthatitbecomesnormal,evenchangeswhoweare.

“Georgedoesn’tleadlikeheuseto.”“He’snotthesame.”

Let’sRe-CenterRecognizeThatYouAreOff-Center-Selfawarenessthatyouareirritated,frustrated,stressed,physicallyinpain,etc-Payaxen:ontoyourself.YouisuptoYou.

StopWhatYouAreDoing-Stopandwalkawayfromthedesk,phone,whateveryouaredoing.-Ifyouaredrivingandoff-center,changethesta:on,turnitoff,rolldownthewindow.Ifyoucan,bringtoahaltwhatisstressingyou.Stopforacoffee.Getoutofthecarandstretch,breathe,lookup.

GoToYourSpot–MakeTheChange-Walkaroundtheblock,gostandoutsideandlookupatthesky,walktoStarbucks.Ifyoucan’tgooutside,closeyourofficedoors,turnoffthelightsandrelax,donothing.Ifyourbackhurts,lieinthefloorandstretch.-Don’tfailtorecognize.KnowthatyoucanStop.MaketheChangeforYou.THEKEYISTO:RECOGNIZE.STOP.CHANGE.=RE-CENTER

Sailing,ShiningonEvenKeel

On-CenterWeWin

AsPeopleweallneedtorecognizewhenweare“off”,thenmaketheefforttostopandchangeallowingusafewmomentstore-center.AsSalesPeoplethisisveryimportantbeforeasalesvisitorphonecall.ItisamustthatweareOnCenterinadvanceofthevisit/call.AsLeadershowwearrivetotheofficesetsthetoneforthecompanythatday.On-Center,wewin.Off-Center,welosefarmorethanweknow.

EnjoyYourDay