Inward Accountability

The 2nd trait of GREAT Sales people in our series

INWARD ACCOUNTABILITY

Every sales person has someone that they are ultimately accountable too The greatest in our profession hold themselves to a higher standard than others expect of them

INTEGRITY

  You won't find the best in the sales game taking part in slippery snake oil selling.  They know that at the end of the day deceit brings defeat
  You'll find them working hard to be sure that every detail of a transaction is disclosed, every promise kept, and even if it means losing the deal, every fault uncovered.
   A true sales professional understands that along wwith his money, a customer also spends his trust.  This expendature means something special to a truly great Salesperson .

PERSONAL RESPONSIBILITY
 
A mentor of mine once told me that when you point a finger at someone else the fingers left balled up in your palm all pointed back at you.
  The Greatest among us do not waste time with the blame game, They step up and take full responsibility for the success or failure of every transaction.
  They are the first to check the details, The first to admit fault , And usually the first on the scene with a solution . 

COMMITMENT

  Whatever it takes.  We hear this phrase a lot  in sales .  Have you ever had the pleasure of seeing this attitude in action?   It is truly amazing to watch a sales person who is commited to the process work.
This Salesperson is relentless in the pursuit of perfection. Their customer feels appreciated in the process and their company is profitable.  They settle for no less that the best effort they can put forth, and accept nothing less from those around them .  It really is a joy to be a part of

  The most striking fact is this, no one has to ask that they step up this level.  The Great ones require this of themselves.

Sell like your living depends on it

Donnie

INTENSE ENERGY

  This posting will be the first in a five part series on traits that make GREAT salespeople


Trait # 1  INTENSE ENERGY from Miriam Webster   isnt is interesting that the definition of Intense contains the word energy  hmmm

: marked by or expressive of great zeal, energy, determination, or concentration <intense effort> 

 It starts when your eyes open in the morning !  I describe it like a big bass drum beating in my chest. Your eyes open and into your inner man bursts a day full of opportunity .

UP AND AT IT !!

The excitement of this new day just can't be contained, It is settled briefly for some quiet time, Morning devotions , or reflection, but this time only serves to direct the energy

THE ROAD AHEAD
 Now  plan the day, What does it take to be great today?  This amazing opportunity has to be shared !!   Who will I call ?
How will I get in front of new prospects today?
How will I show yesterday's customer that I appreciate the confidence he put in me?
How will I reward my family for their support
The energy is now being focused into a deliberate well structured  force

AN INCREASED LEVEL OF PERFORMANCE 

  This increased  focused directed energy will positively effect every facet of a Sales person's day It serves as the fuel that keeps him on track, and the gust of wind that carries him over obstacles,

Its the intangible quality that sets him apart from the competition in the eyes of the customer
Its the Signal that tells the management that he is the right salesperson for the job
It's the rally cry that draws the team to him for leadership
It's the personal commitment that keeps him earning despite bad economic times

Intense Energy  the first quality in the formula for GREATNESS

Sell like your living depends on it

Donnie
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IS CUSTOMER SERVICE NECESSARY ?

  I am really starting to get the impression that many salespeople today feel that the idea of offering full service is a thing of the past.

  I guess this conclusion is natural due to the way we do much of our shopping these days

- Big box stores that invite us to help our selves to the merchandise
- Buffet restaurants that give us the opportunity to fill our own plates and bus our own tables
 -Fuel stations that let us pay at the pump and fill our tank
  I could list example after example


IS CUSTOMER SERVICE NECESSARY ?
Consider this, How does it feel when you develop a question inside of a Huge discount store and can't find the employee "assigned "to that area?  You know the feeling, it starts out as curiosity, turns to frustration, then evolves to full out anger at the thought that there is no more value put on your patronage than to greet you with an empty aisle
 How about that feeling you have when your drink runs dry at the table in that buffet restaurant, and you have to leave good company and great conversation to find the soda fountain  are you thinking "big tip"?
 Ever try to find a shoe horn in a rack store? 


You see we all use the self service retail centers, however that should never be mistaken for our not wanting Good service  

As sales people we need to realize the truth about Customer service

 OUR CUSTOMER"S WANT TO FEEL SERVED

A little extra attention, some outright pampering, that is  what they want when spending their money.  And guess how customers react when they find that attention and pampering ;
 You guessed it !!,  BUY MORE and SPEND MORE

OUR CUSTOMER"S RESPOND TO SERVICE
 You see all types of service is responded to.   Bad service results in the loss of business ,
 Mediocre service results in mediocre profits,
 Great Service Results in OUTRAGEOUS SUCCESS
Not only do our customers come back, but they bring the people they care about with them . They want to share this experience.  They talk about it, They write about it, Heck they'd sing about it given the chance.
Great customer service brings GREAT retail rewards.

OUR LIVES ARE ENRICHED BY PROVIDING GREAT SERVICE
- It feels good when we know we are truly serving the needs of those we sell to
- It pays well, great service equals great financial reward every time !
- Our company wins ( A quick reminder, companies go out of business every day, Customers bring  longevity with them , and take it when they leave )

Sell like your living depends on it

Donnie

Seeing your process from the customer's perspective

I am sitting on my back deck with my Grandson Ayden, who is just a few months old. I am watching him tackle a cheerio for the first time.  His face tells a story of both confusion and excitement at the new taste sensation.
It will come as no surprise  that my thoughts turned to selling.

We as sales people  get so wrapped up in our processes and procedures,  that we forget there is someone in the mix that is seeing all this for the first time.OUR CUSTOMER

 No matter what you are selling, There is value in analyzing the experience of doing business with you from the customer's point of view

THE DISPLAY AREA
 - Is it easy to shop with us?
   A retail display area should be neat, well thought out, and ready for a Customer to view.  Clutter in the showroom, poorly maintained inventory and a lack of order will derail even the best sales presentation.
  Our Customer draws their opinion of how we will care for their purchase by observing how we cared for it when it was ours


THE VISIBLE OFFICES
  - This really is an overlooked area in many businesses,  What would you hope to see looking casually through a window or doorway into an office?
When there is the chance that a customer will catch a glimpse  " behind the curtain" , They shouldn't draw the conclusion that we are not serious about what we do. - Keep your office areas neat and organized, avoid the  bad habits of leaving empty cups and lunch containers every where , Be aware of what is hanging on the walls, and sitting out in plain view.


THE BUSINESS / FINANCE AREAS
  -   Some things are true no matter the business your in, and this is one of those truth's
 The areas where a customer transacts business with us need to be business like .
  Extra care needs to be taken that personal information is protected at all times.  Money that is changing hands needs to be handled in a secure and trust worthy manner,  Every detail of this part of the process needs to foster a feeling of trust and security in our Customer's mind.  - If I am handing you my hard earned money I dont want to see other customer's personal information sitting out and treated with disregard for their privacy  I want to know I can trust you ( and it is also the law)


I started this segment writing about Ayden,s first cheerio, it is presently being eaten by my Yorkie and Ayden is enjoying a cookie.  Looking at it from his perspective, its a better choice!

Sell like your living depends on it
Donnie

Lets Communicate effectively

In most Sales organizations there are a variety of people with whom you must communicate to do your job well

The customer
Your support Staff
Service/Delivery personnel


Just to name a few examples

THE CUSTOMER
Here is the beginning of it all, The most important person in the selling process. Unfortunately we often do the worst job here
- Avoid Industry lingo, and acronyms that your customer doesn't understand. They waste his time, and cloud the facts of the purchase
- Write down the details of the transaction- When will it be ready. What will they need to bring. What additional expenses might they incur . You get the idea , put it all in writing.
- Ask questions,  Do they understand the process? Are they feeling good about the progress thus far? Is there any concern that hasn't been addressed?   Listen to the responses and Communicate Clearly
- Set a specific date and time to meet again, and then confirm that date and time.

YOUR  SUPPORT STAFF
 - Don't assume that those helping you to take care of the customer know exactly what he wants, Share the details with those that make this experience possible.  Make sure everyone is on the same page with the customers expectations and take personal responsibility for the success of the sale.

SERVICE AND DELIVERY
- If you are in a large ticket retail setting chances are good you are not getting the product ready or delivered on your own
- Be very specific with these departments, after all they will shape the customer's lasting impression of you and your company.  If this part of the process goes well, it will result in referrals and repeat customers and that equals SALES
- Respect the limits of these departments, they have schedules and work that is in progress, they cannot easily manipulate their day to day activities. You should be aware of those limitations when scheduling your customer's delivery

Clear and specific communication with everyone involved will ensure that your customer has the best possible experience and that is ...

Selling like your living depends on it



Donnie

Escaping the Undertow

One Common theme in all sales organizations seems to be the ever present fore tellers of doom and gloom.

- They are always there to complain about the customers, the ads, the management ,the hours
- They issue constant reminders of why they are sure you can't succeed
- They are the first to tell the company how bad they are
- They will be certain that the product has not really improved this year


It would seem that they  flock together,  as if they have some radar that attracts them to others of the same mind set

THE TRUTH IS

  They are not finding fellow negative people, they are creating them.  And worse yet, unsuspecting bright sales people fall victim to their influence every day


THERE IS NOTHING MORE THREATENING TO THE SALES EXPERIENCE THAN A BAD ATTITUDE
- The customer can feel it radiating off of you, You don't care and they know it
- Your Coworkers can't count on you when it's important,( You wont put in the work it takes to be great)
- You become personally invested in the failure of others (It serves to reinforce your opinions and actions)
- Your entire organization suffers - Sales fall off, public image falters, the competition begins winning

THE GOOD NEWS - IT'S PREVENTABLE

- KNOW THE WARNING SIGNS   & TAKE ACTION !!
  - Has complaining replaced self improvement 
           Read a good book, talk with a trusted mentor , take some time and Regroup,
  - Has your work product fallen off
           This one requires a long look in the mirror, Don't allow your self to blame any one or any thing for your lack, look only at your self.  Ask the hard questions " Am I giving it my all?" "Am I invested in my own success?"
  - Do you find your self rejecting Positive influences, and rejecting good criticism
         Be honest here, does it get under your skin when someone says good things about you, your company, or the Market place?   Do you dismiss attempts to help as nonsense and rubbish ?
Open up, find a trusted mentor and LISTEN, do some soul searching what has stolen your passion? Where is your fire ? DO WHAT IT TAKES TO GET THAT PASSION BACK!!

AND MY LAST TIP FOR THIS SEGMENT :

UNLESS YOU ARE IN A POSITION TO TRULY HELP TURN IT AROUND, AVOID NEGATIVITY LIKE THE PLAGUE !!!!!!!!!
 Even the strongest Sales person can get sucked into the world of whiners and complainers !!  This is a very slippery mental place , and I can't stress enough the importance of avoiding It's grasp.  Avoid Negative people, Negative habits, and Negative Places .  Be a Positive energetic, fired up selling machine !!

Sell like your living depends on it
Donnie
            

Getting past average

When I was a younger man I aspired to be a Rock and Roll musician, When I dreamed of my future fame, I imagined the Stadiums filled to capacity and the Music lifting  the people . 
Funny, I never dreamed of rehearsal, Practice , voice lessons ,  countless hours of travel,... well you get the picture.


No one dreams of hard work, long hours,training,and practice .  But this is exactly what it takes to rise above the average sales masses

Hard Work
Putting in the effort when the other guys are long finished, Being willing to get just a little farther before you wrap it up.  Asking just one more tough question, making just one more phone call.  Being the last man standing is often the difference in getting the deal.  The greats in this profession understand this discipline well.

Long hours
 What gets you up earlier than the competition, What keeps you going long after the office lights are out?
This discipline is the result of PASSION , a driving desire to be the best, to experience the magic that comes with being at the top of the game Sales leaders dont watch clocks, they Make the time to make it happen.

Training and practice
I know a Sales person  who brags " I have sold more units to my bathroom mirror than I have customers " !
Incidently, he consistantly out sells his peers .  Sales is like any other Craft, training and practice are the key to lasting success.   Practice really doesn't make Perfection, It does make you better and that equals SALES


Sell like your living depends on it
Donnie

Today is here , How will you handle it

OK Sales people, your at work, the day has begun , where are you heading, what is your plan, and more importantly how will you get there.


The answer lies in Yesterday's preparation, and This morning's activity


PREPARING TO WORK IS JUST AS IMPORTANT AS THE PERFORMANCE


1. SET THE GOAL FOR THE DAY
   What will you accomplish , make it simple and specific, don't allow your self to drift aimlessly through your day relying on Chance.  Set a defined goal
" I will sell ___ "
" I will make __ new contacts"
" I will call __ current customers"
" I will study ________"
" I will leave today prepared for tomorrow"

2. PREPARE TO WORK YOUR PLAN
    A common sales day is filled with distractions,  Work place drama, Office politics, Internal issues, Gossip, Home place interruptions, and many other situations and people that will derail even the best of intentions.
The key ; Discipline
  Be disciplined in your approach to your day, prioritize your tasks, Write down the tasks for the day and check them off as you finish.
  Plan to avoid the parts of your work environment that tend to steal your time and attention.  Stay out of the "break room" avoid the "gathering spots" ( Every work place has them )  These places tend to rob your time and impact negatively on your attitude .  In the end staying focused on your plan will result in a fulfilling work day and a profitable selling day

3. REDISCOVER THE VALUE OF QUIET TIME IN THE MORNINGS
  Even if you have to get up a little earlier, just a little time in the morning , in quiet meditation, Prayer, or reflection is worth Thousands to you in additional income.  Not because it provokes some mythical spirit of wealth that bestows you with sales.  It does however , kindle a fire within you, a quiet determination to have a good day , and a reassurance of whats truly important in your life.  It prepares you to interact with Customers and Co-workers in a positive manner and this results in SALES

And the final tip for this post ;

4. BRING GENUINE ENTHUSIASM TO WORK WITH YOU
  Don't count on it being there when you arrive, don't blame others for the lack of it in your work place BRING IT .  I would much rather be known at work for being the guy that is way too fired up ,than for being the guy that is way too burnt out.


Sell like your living depends on it
Donnie

Selling like it matters

These days I am more and more shocked by the level of apathy in the retail selling profession

A few examples :

* A quick trip to the Mattress store finds the sales man on duty, busy playing the latest game on his "smart" phone
* A stop by the electronics store, and the Sales person has to consult the manual to answer a question on the remote control settings
* A sales person ,Reading a novel,filing their nails,smoking out by the door,Flirting with a receptionist,watching the game, wearing his MP3 player,

Or any other activity that suggests at best he is not ready to help, and at worst he doesn't care !!

Let me be clear, I am a Sales Professional in a retail setting, and I am PROUD of what I do for a living.  I want to do it well, and I am not settling for a mediocre living generated by mediocre talent and laziness. 

And I am certain their are others like me ( Hence the Blog, really not just a rant ! )

So I humbly submit the following advice for my fellow Sales professionals  :

1. Come to work with a purpose
     Set goals, both personal and professional , not far reaching un attainable goals, but daily practical goals
Don't let yourself settle for just "burning" the hours of the workday.  Work towards a benchmark and  accept nothing less than your best effort.

2. Sell with sincere enthusiasm
     What is your " value " in the market place? What can you get excited about? Sincere enthusiasm is generated from within, it stems from a belief that what you do is worth while and will add value to the lives of others.  And the desire to share that value

3. Know what you are talking about
No matter your product, chances are good your customer isn't buying it because they have three more just like it at home.   get to know the product, what are the "real life" applications. Try to know more than the product card or brochure.  Offer your prospect tangible examples of how this product will increase the quality of their lifestyle.  Try spending just fifteen minutes a day examining the product , learning the ins and outs, even it's short comings.  Time spent mastering the product will equal quality demonstrations, and well thought out conversations with the customer, and that my friend, equals SALES.

4. Look the part
Here is the area where I will offend someone, but come on, your customer wants to think about your product not how you managed to get that large silver bone in your nose !! Or how you manage to keep your head up with those fifteen pound earrings on!!  That Shirt with the clever sarcasm on it, is great for a trip to Walmart, but it has no place in a retail setting.  And hey, how about a bath before work, a quick run through with the toothbrush and comb.  Let's look like we care .

And the last tip for this particular post ( and perhaps the most important) ...

5. Act like the customer matters ( Because he does )
 You may think that Snarling ,spitting, overbearing sales manager  pays your paycheck, but you are very mistaken.  If you are in sales of any kind the most important person in the process is the person from whom the income is derived.  They put the fuel in your tank, pay the light bill, buy the nice furniture, and finance the vacations.  Their reward, if you will ,for being willing to spend their money with us  , should not be wasted time with apathetic sales robots,  It should be Our sincere effort to make their time with us effortless, and an experience worth rewarding us for

Sell like your Living depends on it
Donnie