A word to sales managers

I recently participated in a great online conversation in which the question was posed,
"what makes a great sales manager"

I am re printing my posts below

From a thread in the group " Car Dealer"  found at  www.Linkedin.com


The qualities that make good sales manager are the same qualities that make any sales leader great,
1. Loyalty - To the team and the company
2. Uncompromising integrity - He is an example to be followed
3. A Positive Attitude - He not only presents the attitude but insists on it from the team
4. A sense of the deal- he has to see the opportunity , and the path to capture the sale
5. A coaching Spirit - He is the front line coach
6. A Teachable Person- The best of the best know they are still learning every day
7. An encourager - he is the guy to go to when times are hard
8. An out pouring nature - he gives of himself
9. The sales person's back up Plan - he is always ready for the T/O , goes in when all else fails, comes through when the game is on the line
10. He is profit minded - A great Sales manager understands that he is not just managing people but also deals, He sets a pattern of profitibility and stays the course
11. He is a respectable public "face" of the company, of good reputation and character
12. He is the right arm of the GM or dealer principle - willing to stand in the gap and lead the organization as a whole when needed

On the topic of assessment, The bar is and has always been, RESULTS.

I dont think a long standing record of results is available to a manager who lacks the personal qualities that make a good leader. he will experience short term success but no longegivity in his accomplishments.

I respectfully disagree that reputation is key, I have found some very talented leaders that were working in small venues, and really had no audience for their accomplishment. They were just as qualified as the Leaders that were well known in major markets, and frankly showed more humility.

Although I have to state that a good reputation will follow good work even if it isnt wide spread across a Market.

As to the new manager, I say look for leadership qualities in their current role. They may not in fact be the top salesperson, But they will always be a leader, A systems follower, a cheer leader for the team as a whole, and exhibit a passion and work ethic above their peers.

In terms of his tool box

1. He or She needs to be an accomplished, tenacious closer - no compromise here, They must be able to get it done
2. Must be able to "see" the deal - I know this is a vague statement but it is an intuition that tells the manager there is a deal here even when a salesperson is giving up
3. They must be able to Train with commitment - DAILY meetings are not social hours they are for generating winning teams
4. They must be a goal setter - no fluff here, clear- concise -attainable , MEASUREABLE goals
5. They must be able to manage a MERIT BASED sales program, rewarding those that reward the organization
6. They cannot have a history of socialization with their reports - this is very important in a new manager

If you currently are not a memebr of http://www.linkedin.com/  I strongly suggest that you join.  I have found it to be a valuable resource for me in my day to day challenges

sell like your living depends on it
Donnie

Lets make it happen

I suppose there are few things as dis heartening to a retail sales pro than a business slowdown

You know what i am talking about, those days that feel as if they are crawling by, when there is just not enough coffee to keep you awake. 

This is time we are most vulnerable to day dreaming, Time wasting, and the general dismemberment of all we are working towards.

SO...

LETS STOP WAITING FOR A CLIMATE CHANGE, AND START CONTROLLING OUR OWN ENVIRONMENT

1. GET BUSY GETTING BUSY !!

  Activity breeds activity.  
Hey you've got the time available, so lets use it !!  I will give you a formula that will increase your sales in a down month

A. - Send 20 handwritten notes daily
           Let your prospects know that you are still in there working to earn their business
Snail mail is a lost art form, it is generally ignored by your competition which makes it fertile soil for growing new business - avoid form letters or computer generated "sell it all" letters.  Just a few quick lines , hand written and sincere.

B. Dial for Dollars

  30 to 35 calls a day
  Not just blind cold calling here,  targeted planned calls.  Contact those customers that just needed some more time to make a decision.  Contact that Customer who was just starting his shopping experience.  Call the guy who told you no.
Are there deals and incentives that are here this month that wer'nt the last, Whats new in your industry ?  Are there exciting product changes, PEOPLE NEED TO KNOW  and you've got the time to tell them !!

C. Tend your Garden

  You have developed a book of business, You have sold customers that know you, like you, and trust you.
They have friends and family members that would benefit from your services. Lets get those names and numbers. ( Create a reward system that makes your customer happy to have helped you with a referral  a little money, a gift card, maybe a meal at the local restuarant )

Hey were getting busy already!!  But we are not done yet !

2. SHARPEN YOUR SKILLS

    A.-  Make sure you are up to speed on any new innovations in product.
    B. Analyze your competition, What are they doing well, what can you learn from them, and how will we
         stay ahead of them
    C. Perform a "Post Mortem" on lost deals ( I know this is a painfull exercise, It involves admitting we   were   not as good as we could have been .  We have to look at our selves in a brutally honest light here and answer the toughest of all questions " Where did I fail?"


3. STRENGTHEN YOUR TEAM !!
      One thing I have learned through the years is that a tight knit, like minded positive team can accomplish great things together.   This is the time to make that happen,
Team up for your mutual success
Help a partner close a deal, ask them to help you, a fresh face, a new voice, this may be all it takes to turn a prospect into a customer and the team will be stronger for the success.
   Train together -work on the rough areas of your game, steel sharpens steel !!
Share positive influences- we all need fresh insight and positive energy to stay on top.  Be a provider of that energy


I'd share more, but you are way too busy to sit and read !!!

Sell like your living depends on it,
Donnie

The sales Experience- Short bursts of Amazing part 2

So any sales person can point, any sales person can read a brochure, any sales clerk can price a unit

Our job here is NOT to be just any Sales person !!

An Amazing Sales eperience has three main ingredients regardless of the product you are selling


1.DISCOVERY

  What are they looking for? Why do they want / need it,
The key to making this experience world class for our customer lies in our ability to listen
Wait... take a moment... LET THAT SINK IN
I'll say it again
 The key to making this experience world class for our customer lies in our ability to listen

- Ask the questions that get you the information you need to know

  Don't waste time trying to be clever in this step, just ask honest questions.
                                    - What are you trying to accomplish
                                    - What is your preference in product
                                    - How will you be using it
                                    - What type of budget have you set for this purchase
                                    - What obstacles stand in the way of our filling this need

2. DEMONSTRATION
   
    Notice I did not use the word presentation .
That's because a presentation involves more talking and less doing
 Our role here is to demonstrate our product's ability to meet the needs of our customer , both with ease of use, and technical accomplishment.
  We will have to have some savvy here.
 Any sales clerk can "pass the buck" to their service and delivery staff, and most do.
 They use clever sayings like " We have folks that will go over all of this with you." and  "I just sell them, someone else will explain it all for you ."

Remember what we are trying to accomplish here, WE are looking to be AMAZING
  - Know your product
                  This comes from having spent time with the product, understanding how it works, and why it benefits the consumer
  - Be able to answer common questions without "passing the buck"
  - Be interactive, don't just show the features, let the Consumer operate the functions whenever possible.
  - Personalize the demonstration - That's why we listened,
        Our customer doesn't care how someone else will use it- lets demonstrate how they will use it

OWNERSHIP

 As a sales person, you need to understand that a customer begins to take ownership of a product long before any money changes hands.
  When our customer can "see " themselves owning a product, they begin to take ownership of it.
Without this step no purchase will be made.
  - Don't clutter this moment with stupidity and insincerity
                    Don't insult the buyer with phony claims of "one time incentives"
                    Don't rush them to purchase by telling them our product will be something it is not
                    Avoid making promises you are not 100% sure you can fulfill
They can get these actions anywhere, and they can smell average a mile away,  Our job is to be Amazing
  In short, Let the Customer buy the unit because it is what they want, It does what they need, and we have done an amazing job of demonstrating these facts.


Sell like your living depends on it
Donnie
                
                                 

Luck takes work

Early in my career  I wasted a lot of time looking for lucky breaks that would increase my income, and make me a better Sales person
  Like a lot of sales people  I hoped for that big chance at the big sale that would change my fortunes forever
after some time I realized that Luck had nothing to do with being better


IT TAKES WORK
  There is an old saying, the harder I work the luckier I get . 

This saying has a lot of truth in it. I found that one key to becoming better was to put more effort into it than my peers.

- I came in early, and I stayed late  - prepared for my day, got the morning pleasantries out of the way and was ready to sell when the opportunity arrived  At the end of the day I found the quiet time I needed to review any mistakes that I had made, and decide how I would fix them in the future. I also found the time to write quick thank you notes to my customers, and make a call or two to the folks I didn't reach earlier in the day  I found my self talking to more customers and making more deals. Just lucky I guess

- I studied - Everything I could get my hands on, Product literature, Sales training books, Company manuals just any thing that might give me a morsel of knowledge that I didn't have when I started   I found my self more comfortable answering questions my customers asked. I saw that having the answers gained me a higher standing with the People that were buying from me. They trusted me to pass on good information and not just clever "sales speak"   This skill allowed me to make better gross profit on my deals and my income increased . Plain lucky if you ask me .

- I practiced - I pitched my product to any one that would listen .  Team mates, Customers, passers by, just any person that might take a moment and listen, including my wife and children. The more I practiced the better the presentation became .   I managed to talk more about how the product improved the lives of my prospects, I could demonstrate that benefit in a way they could understand .I knew what my product did and how it worked  My confidence rose and my sales increased . Lucky again 


  These are just some suggestions from my own career, I am by no means the best I can be, but I certainly know what it takes to get better. And that my friend keeps me lucky to this day.


Sell like your living depends on it
Donnie

Nothing replaces human contact

  If you want to get a hold of me I can be reached by email,text message, Instant message, facebook message,skype, twitter, myspace message, Snail mail, land line , Cell Phone, or homing Pigeon

Seems familiar doesn't it.

  Technology has added so many tools to the selling process that I think we sometimes under value good old fashioned face to face contact.

  As a sales person this method should rank an Overwhelming first place, in your preferences of contact.


- IT BUILDS RAPPORT
  
    Face to face conversation gives the customer a "sense" of who you are. They hear the sincerity in your voice, they see the concern in your eyes.  They decide if you are a person that they can connect with, and  they act on these feelings.

- IT FOSTERS TRUST

    For those of you relying heavy on email for your initial contact, let me remind you that the Nigerian schemers and the Phishers, and the Spammers are playing in that same arena.  As consumers we have become accustomed to being suspicious of email offers.  There are many reasons to meet a prospect face to face , but most importantly it fosters trust.
  A firm handshake, eye contact, a warm smile and some focused time.  These are the initial building blocks to a trust centered business relationship.  What replaces a handshake?

  Last week I contacted the largest car dealership in our area via email to set an appointment to test drive a new Ford Edge.  I received the auto response, "A salesperson will be in touch". 
 Within an hour I received an email from a Salesperson, he confirmed the Car was in stock, and asked when we might meet.  I called him on the phone and told him I would be there in an hour.

  When I arrived at the dealership the salesperson was working with a young couple, and I figured they were very early in the process. ( still picking out a car to drive) 
  I told the Receptionist that I would return in 2 hours , and please let the sales person know that I understood he was busy. 
  I called the salesperson  prior to my return and confirmed my arrival.   Upon my return  I was informed my sales person, was again unavailable ,
  I may very well have liked this sales person, had I met him. 
   There is a better than good chance I would have shown more understanding if I were invested in him, or felt he was invested in me.
  Certainly by working at a dealership myself, I understand that things happen. But I had no reason to commit further in this process. 

So whats my point ?

  Had the sales person put value on human contact, when I confirmed my appointment, he would have set aside the time to meet with me. 
 Even if he was busy unexpectedly, A  few short moments to shake my hand, and inform me of this,  would have strengthened our rapport tremendously.
  I did however receive an email from the dealership thanking me for coming in.


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