My friend Tim J.M. Rohrer has an engaging and very well written article about unproductive sales behaviors on his Sales Loudmouth Blog.
Skip Anderson is a professional speaker, sales coach, and the Founder of Selling to Consumers, a B2C and retail sales training and consulting
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I'm an avid observer of human behavior, within the sales realm and otherwise. I enjoy seeing how people (often, successful ones) use a sincere smile to great effect. The power of a sincere smile should never be underestimated.
When I coach salespeople in face-to-face selling skills, I often share the observation that they don't smile enough. I might ask this: "Do you like to smile?"
Typically, they'll say "yes."
"Then you should do it more," I'll reply. "You have a beautiful smile, but I didn't see you smile one time during your forty-five minute sales interaction!"
Almost everyday, I witness missed opportunities for sales people to flash a generous, sincere smile to another human being.
Don't miss your smile opportunity today, whether you sell in retail, on the phone, at the neighborhood bank, or to corporate executives. If you're a sales manager, try this: smile at one of your employees today. If you're an employee, smile at your boss today. Do you like it when people smile at you? Guess what...others like it, too.
Who do you know that has a beautiful, sincere smile?
Photo by krikit.
Skip Anderson is a professional speaker, sales coach, and the Founder of Selling to Consumers, a B2C and retail sales training and consulting
company. Subscribe to the
free Sales Tips newsletter.
In successful selling, we use our voices, our facial expressions, and our body language to help achieve our goals of customer engagement and a closed sales transaction.
The human voice is a beautiful thing...sometimes. A pleasing, impactful, effective voice can be a big asset in selling. Pitch, speed, volume, enunciation, and inflection all play a role in determining the quality and effectiveness of a speaking voice. If you don't know how you sound during a sales call, record it, and you may find your voice needs some work.
One thing I can't stand, though, is a shouting, irritating sales person:
That's Billy Mays, of course, apparently a very successful TV pitchman (in spite of his constant shouting). For some reason, this voice apparently makes customers open their wallets immediately. I don't understand this, though. His voice drives me crazy.
My advice: steer clear of constant shouting whether you're selling on TV, on the phone, or face-to-face.
[Thanks to Patrick Byers for calling attention to this New York Times article about Billy Mays.]
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Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting
company specializing in sales training in retail, in-home selling, and services. Subscribe to the
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I'm on a governing board of a non-profit organization, and last week we had a day-long workshop for all leaders of the organization. The purpose of the event was to build community, share and learn about various initiatives within the organization, and garner commitment from all participants to move forward together.
During one activity of the day, a facilitator asked us us to identify the important traits of a successful governing board or committee. Eighty participants started shouting out their suggestions to the facilitator, who wrote them on a whiteboard. Here were some of the responses:
"All members of the committee are committed to the cause of the committee"
"Respect for other members"
"Show love and compassion for others"
"Have fun"
"Understand the issues at hand"
"Meet regularly"
"Be respectful of participants' time"
"Be organized"
"Support each other"
"Let people know when the meetings are held"
"Have an agenda and follow it"
"Keep accurate minutes"
Eventually, the suggestions started to dwindle. With twenty-five responses or so on our list, I noticed a glaring omission from it. So I offered my suggestion:
"Accomplish something."
I think all eighty participants began to chuckle or laugh, because they suddenly realized that the community list that had been generated was all about the "means to an end" and not "the end." Several people leaned over to me and said, "How on earth could we leave that off our list?!?"
I agree with everything on our list, but we were missing an opportunity to acknowledge that achievement and accomplishment were why we had these boards and committees in the first place. Our entire reason for existence is to get stuff done!
This isn't just a familiar dynamic in nonprofit organizations; focusing on the means to an end instead of the endgame itself happens in for-profit companies and sales groups, too. Sometimes groups get focused on distracting minutia.
The endgame in selling is to close the sale and to sell more this year than last year. If the minutia in your organization isn't helping you do that, then you've got to ignore it, set new priorities for yourself and your group, and move ahead with processes and systems that will help you to meet your business goals...your endgame. Keep your business priorities sharply in focus.
Get stuff done today!
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Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting
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Differences in body language were obvious in the last presidential debate between John McCain and Barack Obama. Regardless of your political beliefs, you've got to agree that Obama's body language was calm and measured, while McCain's was agitated and sometimes seemed almost angry.
How you, as the viewer, react to these two different styles of body language depends to some extent on your biases and political views. To many, McCain seemed crotchety and unnecessarily negative, while to others, it may have indicated that he was "a fighter" or "tough." Obama's ability to not appear to get rattled probably won him points with people who think the Commander-In-Chief should be measured and calm in the face of adversity, while others may wonder why he didn't bite back more aggressively.
Body language is important in interpersonal communication, and it's important in selling, too. Whenever I video record one of my speeches or sales seminars, I always learn something about my body language. I may recognize a funny face I made when an attendee asked me a question, or an inappropriate smirk I displayed when discussing a particular topic. Seeing how your body language and facial expressions impact your audience is very helpful because these actions can be managed, just like any other human behavior, but first you've got to understand your own body's "language."
Become aware of your body language and facial expression. Then, identify areas for improvement, and then set out to make appropriate changes so your body language can help you in your sales efforts.
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I travel a great deal when doing sales training seminars and consulting for my clients. And when I do, I sometimes stay in hotels that have a breakfast bar.
Often, these breakfast bars have a waffle-maker. You pour in a cup of waffle batter, turn the waffle iron over, and your waffle cooks in a couple minutes. At the end of the cooking time, the timer lets you know your waffle is done. You flip the waffle iron back, open it up, and remove your delicious golden brown waffle from the iron and begin your breakfast.
Last week, I stayed in such a hotel. A woman had added the waffle batter to the waffle iron. When it was cooked (baked?), the loud, beeping timer went off to alert the user that it was time to flip the waffle iron over and remove the waffle.
But the woman didn't know what the alarm meant. She knew she needed to do something, but she didn't know what the something was. So she looked for a button or switch to shut off the timer. She tried to open the waffle iron, but it wouldn't open (you have to flip it over first). She became the center of attention in the breakfast area of the hotel, and her frustration was growing with every beep. Embarrassment had set in.
I got up to help her. I showed her how to flip over the waffle iron and open the cover. The beeping timer stopped immediately. Relieved, she proceeded to remove her waffle and get on with her breakfast.
I taught this woman the secret of moving from intent (intending to eat a waffle) to action (actually being able to eat it). She now knows the secret of successfully using a waffle iron in a hotel.
As a sales trainer, that's also what I do: I teach salespeople the secret to selling more. If you intend to sell more, that's great...but that intention alone won't get you there. You also need to know how to do it (how to operate the sales waffle iron, if you will).
Sales training is all about teaching sales people more effective ways to go about their daily business so that a better result can be achieved. Waffles - and increased sales performance - are wonderful things.
Waffle photo by April at flickr.com.
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Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Sales skill improvement requires change. To achieve a different (better) sales result, you've got to change your sales behaviors. Make the right changes in sales behaviors and you'll get your desired change in sales performance.
But to make changes in sales behaviors, you've got to first be willing to change. Even though you've sold this way or that way for five years or ten years or thirty years, you'll continue to get the same results in the future that you've gotten in the past if you don't change something. If you want a better result, change your sales behaviors. That's what sales training can bring to the table; the opportunity to change so you can improve your results.
What are you willing to change?
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Negative people have a way of getting their claws into you and not letting go. Their psyche hovers over you like a storm cloud, always at the ready to do damage. They make the air you breathe heavy and difficult to "digest." Potentially pleasant moments get infected with the bacteria of negativity, which makes it difficult to enjoy your work or your business, to get your work done, or make progress toward your goals. Sometimes negative people exhaust me.
Divorce yourself from the negative people around you.
What seems like might be a step backward is almost always a leap forward. Whether the negs are co-workers, bosses, employees, customers, or friends, sometimes the best solution is to cut the tether. And when you do, the negativity goes away, too. Then, you can breathe again. Aaaahh...air...
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Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
On most days, I have my assistant read my blog posts before I post them, to make sure there aren't any typos or incorrect spellings. But I still post errors in my blog. A friend found three of them last week and kindly let me know. That's not good, and I need to do better.
Recently, a salesperson pitched his product to me. It included printed material that had tons of spelling errors. Nobody should ever do that.
Karl Goldfield wrote a post about a similar topic yesterday over at sales training.
Having a second pair of eyes (or third or fourth) is valuable before something goes public.
A friend of mine has a cabin in northern Minnesota. It's a dome home. So, he thought it would be clever to have this email address: DomeMan@[whatever].com. But when he started using it, the uppercase letters weren't there, so it looked like this: domeman. And what some people saw was actually:
DoMeMan.
When applying for a job, the email address on your resume should not be: DoMeMan@[whatever].com. It also should not be PartyGirlTampa or BigStud4u or LickaLuva.
My friend could have used that second pair of eyes.
And be careful what you put on MySpace and Facebook and YouTube and every other site on the internet. What seemed cool when you were 20 won't seem quite so cool when you're 30 and trying to get a promotion to Regional Manager. And what will you say to your kids fifteen years from now when they find that photo of you on the internet half naked on spring break with seven people you don't know licking your thighs?
I've made more than my fair share of errors in judgment.
Sales is a very public profession. Be careful about what you hold out to the rest of the world about who you are, and make sure it is congruous with your brand, your image, and your business goals.
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
There are two great new sales podcasts available, both produced by Selling to Consumers:
1. The Selling to Consumers Podcast with Skip Anderson is now online. Each episode is a 5-15 minute sales lesson on a sales improvement topic to help you boost your sales performance. New episodes will be available every few weeks. You can download episodes onto your computer or onto your mp3 player.
If you have iTunes, subscribe at selling podcasts, or if you don't have iTunes, click sales podcasts to visit our podcast site. Of course, subscriptions are free. What a way to learn more to sell more!
2. I'm the host of The SalesPractice Podcast for the SalesPractice.com online community for sales professionals. The series features interviews with exceptional sales and business leaders, and are released periodically. I just interviewed Tom Hopkins this week (this episode will be released soon). I've also interviewed cold calling expert Steven Burke, real estate sales trainer Jerry Bresser, and the creator of Trigger Event Selling, Craig Elias. There are more interviews to come!
To make sure you don't miss an episode of The SalesPractice Podcast, subscribe at iTunes or at salespractice.com (also free!).
Listen and learn!
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Years ago, I sold furniture at retail. Part of my success was due to my ability to sell fabric protection. Almost everyone that bought upholstered furniture from me also bought fabric protection from me.
I believe in fabric protection. It's a great product and serves a need that almost everybody has. It's also one of the most profitable items a furniture store can sell.
I recall one couple who was hesitant to purchase the fabric protection. They asked me if the fabric protection would help protect the sofa if their dog urinated on it. I said "yes." They went ahead and purchased the fabric protection for their new sofa, based upon my recommendation.
Nine weeks later, the customers received their sofa and the fabric protection warranty along with it. They actually took time to read it (congratulations to them!). And it specifically stated that pet urine was not covered under the warranty.
The couple stomped into the furniture store where I worked, warranty in hand. They wanted to speak to the manager. We all ended up in a meeting to discuss the situation. I told the customer and my manager that the fabric protection would provide some protection, it's just that it wasn't covered under warranty.
This was a true statement, but in retrospect, I was barking up the wrong tree. I was perceived as over promising the benefits of the fabric protection. And they were right. I was guilty, although I meant well. We refunded the customer's purchase price of the fabric protection even though it had already been applied to their new sofa.
In sales, we need to constantly strive to under promise, and then over deliver on those promises. I would have handled their initial question differently today, thanks to the many years of sales experience:
"Mr. and Mrs. Prospect, that's an excellent question. I want you to know that, without question, pet urine is definitely not covered under the warranty of this fabric protection. That doesn't necessarily mean you won't get some protection from having it applied to your sofa, but it's for you to determine if you'd rather pay for the fabric protection, or if you'd rather handle future pet urine accidents without any fabric protection at all. What do you think?"
If the customer would have purchased, I would have written "warranty does not include pet stains" on the customer's invoice, and I would have asked the customer to initial it. There would have been no question about the warranty coverage, and also no question about what the customer was buying.
Under promise.
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
I've interviewed hundreds, and perhaps thousands, of candidates for sales positions. During these interviews, I often hear the following declaration:
"I'm a people person!"
"People persons" are a good thing. But here's what many of these so-called people persons do when they begin employment and actually start interacting with prospects: They focus on their product (or service) instead of the prospect. In my view of the world, that's not being a "people person!"
Here's my "3-P Rule":
Early in the sales interaction, top sales Performers focus on the Prospect, and not their Product.
Whether you sell real estate, financial or insurance products, in a retail setting, or in customers' homes, it's important to spend the early portion of your interaction on the prospect. Focus on people, on understanding their needs, and on building rapport and trust. Put the product you sell on the back burner. Be a human being interacting with another human being, instead of a salesperson pitching a product.
Remember the 3-P's!
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Here's a principle followed by dynamic, successful sales people, managers, and leaders throughout the world:
Do what you say you're going to do.
That sounds incredibly simple, doesn't it? Yet every day millions of individuals don't follow through on this most basic of promises.
Here's the reciprocal of the same concept (you'll have to be the one to decide if you should copy and past the following sentence into a Word doc and then print it out and post it somewhere where you will see it every day):
Don't tell someone you're going to do something if you aren't going to actually do it.
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
In a recent thought-provoking article, Jonathan Farrington says there are six beliefs that can have a positive impact on your sales performance in a recent thought-provoking article. Here is his list of the six beliefs:
1. Every individual is unique and their perceptions are true to them.
2. Communication is successful only if it achieves your desired results.
3. Resistance from another person usually signals a lack of rapport.
4. Flexibility improves success.
5. There is no failure, only feedback.
6. Accepting 100% responsibility creates transformation.
Read Jonathan's entire article about empowering sales beliefs.
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
What's your reading today on the Sales Passion Meter?
When I get to know salespeople in a company I'm working with, it's usually quite easy to divide them into two categories: those that have passion for their product, and those who don't. I'm hoping you fall into the "passion" category.
We love actors and politicians and religious leaders and musicians who are passionate, don't we? Prospects love to work with salespeople who are also passionate [note: real passion is what we like; we hate artificial passion]. Passion in salespeople is magnetic and attractive and fun and intriguing.
It's this passion (read Ian Brodie's post on passion and other qualities that make for a good salesperson) that helps transfer positive energy from the seller to the prospect. This positive energy helps to build sales momentum during a sales interaction. Increased sales momentum equals increased sales. Max out your readings on the Sales Passion Meter.
Now that you've read this, I'm hoping you take note of the passion level of the salespeople you come in contact with. Maybe you'll have selective perception and see tons of passion and non-passionate salespeople in the weeks to come.
What are the Passion Meter readings of the salespeople have you interacted with recently?
Please share your comments by clicking on "comments" below.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter. Comments on this post are encouraged - click on "comments" below.
I had the pleasure this week of benefiting from the efforts of three connectors who are friends of mine.
According to Malcolm Gladwell in his book "The Tipping Point," connectors are people who know a lot of people and have an extraordinary knack for making friends and connections with others. I think connectors are also excellent at connecting two or more of their acquaintances.
Some salespeople are really good at making these connections and do it all the time. Others get preoccupied with day-to-day sales activities and aren't as focused on making those connections. Since I was the benefit of three connectors' goodwill this week, I want to pose this question to you:
Who do you know, right now, who could benefit from a connection with someone else in your network of friends, acquaintances, and colleagues? Take five minutes out of your busy day and give this some thought, then go ahead and make a connection or two.
Then, do this again next week and the next week and the next.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
There's a disease out there among our salespeople. It's "just" disease.
When presenting a product or service, many salespeople use the word "just" as a qualifier. Here are examples of what I mean:
▪ The carpet salesperson says "So you're going to do just the berber in the family room, correct?"
▪ The closet salesperson says, "Here's a double hanging section, and next to it is a section of just shelves..."
▪ The car salesperson says "this particular car has just the fabric upholstery."
"Just" is a terrible sales word. Not only does it not have any sales power, it has negative sales power. Do customers really want to spend their hard-earned money on "just" berber, or "just" shelves, or "just" fabric upholstery? No!
This language is demeaning to the customer, and its use sheds a negative light on the product you're trying to sell. Just because the customer isn't buying top-of-the-line wool carpet, or a closet shelf stack with drawers, or leather upholstery, doesn't mean that we should somehow classify berber or shelves or fabric upholstery as product of less desirability. But the use of the word "just" does just that.
I'd much rather hear these statements:
▪ "So you're going to do the durable berber in the family room, correct? That's a wise choice. Down the road, you're going to be glad you made that decision." [See how this validates and customer's choice?]
▪ "Here's a double hanging section. And next to it is a section of shelves that are exactly the proper size to hold your stacks of folded clothes. I measured your stacks, and they're about 14 inches wide, so with this 28 inch shelf unit, you'll be able to comfortably fit two stacks of folded clothes side by side. It will be perfect!" [See how this approach explains the benefit of the shelves?]
▪ "This particular car has a new fabric which has the durability of vinyl, but it has the feel of cloth. Just feel it, and you'll see how soft and comfortable it is. Because it wears like vinyl, you can use it worry-free for years and years. You'll love it!" [See how this celebrates the product?]
My advice: Stop using the word JUST as a qualifier when talking about your product or service.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting company. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
I've noticed that the writing quality of the average person seems to have been decreasing in the last decade. I regularly receive emails, letters, and other correspondence with horrendous errors of usage, spelling, and grammar (I'm not immune, either, as readers of my blog are good about telling me about my typos and errors!).
Every sales professional should be able to write a clear and concise communication to their customer or colleague. If you're not sure that you can, I encourage you get some help before you send your next email or letter. I'm telling you, some of the writing I've seen lately (even from college graduates) is sad.
It think we need to raise the bar of writing quality within the sales profession.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting firm. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
I ran across a book on Amazon this morning called "Sales Magic." I didn't buy it, and I don't know anything about it, but the title caught my attention.
Here's why. Selling isn't magic, in my opinion. Top salespeople don't perform "tricks" on their prospects. Selling isn't mysterious or slight-of-hand. Selling is a skill.
▪ Dentists utilize skills at drilling and filling cavities (who wants to go to a dentist who doesn't have those skills!). Salespeople use skill in minimizing cancellations after a customer places an order.
▪ Tennis players utilize skill to put an appropriate spin on the ball. Salespeople utilize skill at engaging their prospects so they aren't distant or disengaged.
▪ Cabinetmakers utilize skill to compensate for the expansion and contraction of wood with changes in humidity and temperature. Salespeople utilize skill in handling a prospect who says, "I'm just looking."
▪ People who fish utilize skill to know where in the lake fish will be hanging out during differing weather conditions. Salespeople utilize skill to know what to say to close a deal.
If you want to become a better salesperson, become more highly skilled.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting firm. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
Here is the best sales question in the world:
"What else should I be asking you?"
Prospects will often tell you what you should be asking them if you just ask them.
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting firm. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
When I was in elementary school, a friend of mine had a hamster. He and I would sit for hours and watch the hamster exercise on it's little hamster wheel. I was amazed at how content he was running on this wheel, even though he wasn't getting anywhere.
When exercising, hamsters expend a lot of energy and work very hard, but they don't make any progress.
Some businesspeople are like that, too. Hamster businesspeople are the ones that are always busy (and may even work long hours) but they never seem to get much done. I used to work with a hamster manager who worked very long hours but only completed about three hours of work a day. I know a hamster salesperson who was constantly working (but constantly wasting time). These businesspeople were busy, but they weren't getting anywhere.
Work hard by all means. But do work that will get you to where you want to be.
Quit hamstering!
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting firm. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
I became a fan of Altoids® years ago (see my previous Altoid-related post). I became an even bigger fan when they came out with Altoids Smalls™ a few years ago. They're smaller than regular Altoids and they're sugar free, and best of all, they keep my naturally stinky breath minty and fresh. This is an important characteristic when one spends a great deal of time training, consulting, and public speaking (nobody likes a foul-breathed business consultant).
My only problem with Altoids Smalls has been that the cover on the tin is hard to slide open. Often, my thumb would slip, which prevented it from opening. Or, I would press down on my thumb to attempt to get some traction, but the cover of the tin would dent inward.
The Altoids posse must have had some complaints (or identified the problem themselves), because when I stocked up on Smalls recently, I noticed that they made a superb revision to the design of the tin's cover. Now there's an indentation that perfectly fits my thumb, allowing the lid to easily slide open to reveal the bevy of freshening morsels located underneath.
Bravo to Altoids for this little improvement to their product.
Constant improvement is one of the qualities of top-performing salespeople, brands, and companies. What little things can you improve about yourself? Your company? Your image?
Little improvements make a big difference in:
- sales results
- customer satisfaction
- self satisfaction
- employee satisfaction
Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting firm. Subscribe to the free Selling to Consumers Sales Tips Newsletter.
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