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sales trainer London Archives - Tadpole Training

sales is like a marriage. Sales trainer

Don’t ask me to marry you on our first date

By | sales tips, Training | No Comments

Don’t ask me to marry you on our first date!

The trouble is, many people in sales do exactly that. They charge in, take everything too quickly and then try to close the deal before the other person is ready.

So what should they do instead? Well really, it’s common sense. As a sales trainer, I encourage my clients to think of selling like building a relationship and that means there are certain stages to go through. I call it GENTLE selling and the stages are:

Greet – you know – say ‘hello’, shake hands, kiss on the cheek or whatever works for you. You make small talk about the weather or the traffic and perhaps compliment each other on how jolly fine you both look.

Expectations – what are you both hoping to achieve, both short term and long term – is it a quick fix, a short-term dalliance or something where you are going to be close for a long time? Perhaps you don’t want to give too much away – after all a little mystery can be advantageous – but if one party wants something substantially different from the other, then you will probably not be a good match.

Needs – Find out what is important to the other person – the things they need and want are what motivates them to make a decision, take action or invest their time and money.

Together – It’s not just about you! If one of you does all the talking and the other one is wishing they were somewhere else, then this is a mismatch. Together you need to work out what happens next – that way the customer (date) feels in control of things. 

Lead – as in lead them to a solution. It’s very hard to force anyone into a long term relationship (business or romantic) so lead, suggest, encourage and state the benefits of the solution. Make sure they are happy at every stage, because then you can pop the question (close)

Evaluate – What can you learn from the experience and do differently next time? Of course if it doesn’t work out, then you will know what you are doing next time round! And there are, as they say, plenty more fish in the sea!

Happy selling!

If you would like more information about how we can help you transform your sales team, please contact Janet on 07748 994 334 or email jefere@tadpoletraining.com

man looking for his marketing money.

You had better be getting inbound right…..or you’re throwing your marketing money away

By | sales tips, Training | No Comments

Inbound – how good are they in your company?

Whether you are a one-man band, or a multinational organisation, you will inevitably be spending a chunk of your budget on marketing and promotion. The idea of course, is that you will encourage sales, or at the very least, leads and enquiries. So what you do with these leads is critical.

I do a lot of work with companies who have a front line sales/customer service team and, despite pouring loads of resources and effort into generating interest, suddenly seem to lose the plot a bit when it comes to responding to the leads that marketing generates.

Let me tell you what I mean.

These are just 4 of the things I see frequently when inbound calls are not handled properly:

No proper introduction

Have you ever rung up a company to be greeted with just ‘hello’? It doesn’t inspire confidence. After all, have you got the right phone number? As a potential customer it makes you feel uneasy and slightly wrong-footed. So use this SIMPLE formula every time – it’s clean, professional and straightforward:

• Good Morning/afternoon

• Name of company

• Your name

• How can I help?

So for me, this would be: “Good Morning, Tadpole Training, Janet speaking, how may I help?”

Don’t ask the person’s name

What is one of the easiest ways to build rapport? Yes, use a person’s name. How do you get their name? You simply ask: “Who am I speaking with please?”

Don’t get a contact number

I used to head up business development at an international college. We got enquiries all the time from overseas and often, the line was dreadful and conversations vanished. If we lost an enquiry, that could mean that £6,000 in fees had potentially just evaporated. So we developed a simple strategy to ALWAYS get the phone number as soon as we had the person’s name. Try this:

“[their name], just in case we get cut off, what’s the best contact number for you?” 

It is simple and people then understand why you are asking. 

Don’t find out the source of the enquiry

Remember that we are talking about your marketing money here. Often inbound staff don’t ask how people get to the stage of picking up the phone to enquire. You need to know how they found out about you. Apart from anything else, you need to understand which of your marketing pounds are pulling in the punters (spend more if required) and which are not (get rid, reduce or change).

This simple question will not only tell you how they heard about you, but it also gives you the opportunity to position yourself as a trusted company to work with:

“Who recommended you to us?” [wait for answer]

Whatever they say, then respond with:

“The reason I ask is that most of our business comes to us from personal recommendation.”

And before you worry that ‘most’ of your business does not come from personal recommendation, simply adapt the wording to ‘a lot’ or ‘X%’, whatever is authentic and accurate for you.

So there you have it, some simple tips to get your inbound team answering the phone more effectively and making sure they have the most important details of every single call. 

Happy Selling!

If you would like more information about how we can help you transform your sales team, please contact Janet on 07748 994 334 or email jefere@tadpoletraining.com

frustration from no sale

When is a Sale not a Sale?

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When is a Sale Not a Sale?

Many people who are new to sales experience the frustration of thinking they have made a sale, but then, when it comes to the delivery of the product or service, confirmation in writing, or payment of a deposit, the customer does not seem to be able to finalise things and get going.

 

It can be difficult to work out what has happened and it can feel awkward re-approaching the customer to say the equivalent of “what is happening then?”.

 

Tips

  • Have a formal process in place, which might include a contract

  • When a sale has been agreed and the delivery of the product or service is not immediate, it is normal to put everything in writing and then both parties know exactly what to expect

  • Has the customer said ‘yes’? Make sure that when you close, you have not misinterpreted what they said. For example, they might mean ‘yes, but not for 6 months’ which makes a considerable difference.

  • If a deposit is needed and they haven’t paid the deposit, then do not start work until they have!

  • If they said ‘yes’ and then you can’t get hold of them, they may have reconsidered going ahead.

Read More

yes or no Woking school child

How a split second decision as an 8 year old changed my life

By | entrepreneurs, Food for thought, sales tips, Training | No Comments

How a split second decision as an 8 year old changed my life

About this time of year, 43 years ago, I was sitting in my classroom at Goldsworth Middle School in Woking. The teacher was asking us to audition for parts in the Christmas carol service. The format was simple: come up to the front of the class and read a passage. Then the class would vote for whoever they thought did the best reading. The winner would take part in the carol service as the representative of our class.

Many hands went up to volunteer, all of them belonging to boys. Read More

Annoying sales issues

7 Things that we all hate about selling

By | entrepreneurs, marketing, sales tips, Training | No Comments

7 things that we all hate about selling

1. Cancelled meetings – especially when they ‘forget’ to tell you and you’ve physically travelled to the venue before you find out. Also annoying when you have done tons of preparation and they no longer want to see you.

2. Being stereotyped as a pushy charlatan – this image persists, yet nearly every salesperson I know is a thoroughly decent (normal) human being. In fact, the people who are best at sales are usually highly focused on helping clients. They are some of the kindest and most empathetic people out there, but everyone else thinks salespeople are a cross between Attila the Hun and Gordon Gekko.

3. Being nice to people who you don’t like, but who have the power to approve the sale. You get to deal with all sorts in sales and so by the law of averages, you are going to come across a few you don’t like. However, if their money is good and they are a good fit, you must still deal with them and try and make it look like a pleasure.

4. Shaking on it then they change their mind. You do the work, you agree terms, everyone is happy so you shake hands (or get verbal agreement, or whatever your standard is for the thing you do). Then, you get that call (and often they just leave a message) saying they no longer want to go ahead or they have changed their mind. Can you get back to them to talk about it? Of course not. The draw bridge has gone up. Leading me on to ….

5. Not returning calls. When they are interested or want your help or advice, clients will talk to you. In fact, they may call you at all sorts of strange times. However, when they have other things on their mind, or when you just need a bit of feedback to move the sale forward, what happens? Yup – suddenly it’s impossible to get through. Messages go unanswered, colleagues can’t say when your contact will be available and you hit a brick wall. You know what’s coming next don’t you?

6. Answer machines – I prefer speaking to actual people. I suppose we all do – but now everyone has an answer machine, somewhere between 50% and 85% of calls go straight to voicemail. Do you ring once, twice, 5 times, 10 times? And at what point do you turn into a Stalker? And then there are the messages left on your own phone that you miss, then 3 days later you just decide to check, only to discover that something urgent needed to be dealt with yesterday.

7. Asking for a discount. I blame car boot sales for this. It’s acceptable to ask for a discount when someone is selling their leftover and unwanted things from their home, but actually it’s not OK to ask for a discount when you are discussing a high quality, well crafted, bespoke product or service that is probably priced fairly for the market place. Yet still prospects do this. Even if, as the person selling, you have done everything right; showed the value of what you offer and demonstrated how many of the prospects needs and objectives you solve, you can pretty much guarantee that, before you get the sale, you will be asked if you can drop the price.

So, if you’ve been in sales for more than 5 minutes, I’m sure you recognise a lot of these. Fortunately, nothing comes even close to that feeling you get when you smash that target!

Happy selling!

 

Janet Efere is an award-winning sales trainer based in Enfield, North London

Small Business Sales Dilemmas

Why I am much more important than I was a month ago

By | entrepreneurs, Food for thought, marketing, Training | No Comments

Why am I more important than I was a month ago? Because clearly I am! And, before you start to mutter under your breath about me having over-inflated ideas of my own value, a lot of it is to do with perception.

OK, so let’s have a look at this curious statement; in many ways, I am no different from the Janet who existed one month ago. Of course I have roughly a month’s more life experience (I’m a month older though, so maybe that’s not so good). I have achieved some good things in the last 4 weeks and I hope I’ve spread a little happiness among my friends and some prosperity among my clients, but so far, so normal. Read More

Historical lady saying no

Have you ever talked yourself out of a sale?

By | customers, entrepreneurs, marketing, negotiation, sales tips, Training | No Comments

Have you ever talked yourself out of a sale

(and what should you have done differently?)

It is important to understand when to talk and when to stop. When we are being sold ‘to’ none of us likes to be with someone who talks constantly; it is irritating and it can make us feel resentful because it is taking up our time. This is especially true if we have already made our mind up to buy.

When you are the one doing the selling, you should also be aware that not every customer needs to know everything about your product or service – all they really need to know is whether it will solve their problem or meet their objective and how. Anything else is just clutter and can put the sale at risk. Read More

take a break from selling

5 things a child knows about the Summer sales dip that you don’t

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5 Things a child knows about the Summer sales dip that you don’t.

Work, work, work. That’s what so many of us do isn’t it? We work really hard, putting in the effort and the hours and then, despite our best efforts, during August a lot of our businesses just slow down. Everyone is either on holiday or talking about their holiday. There are fewer paying clients around and, unless your business offers something seasonal, the chances are that this is a quiet time of year and your sales drop. Read More

Why the best way to sell is …er…not to sell

By | entrepreneurs, sales tips, Uncategorized | No Comments

Why the best way to sell is …er…not to sell

Time and time again when I am running my training courses, particularly those that focus on basic sales techniques, delegates express their worry that they don’t want to be pushy or too ‘salesy’. This is for a variety of reasons (aggressive telephone selling, the cliche of the smarmy salesman, people not giving up when there is no interest or desire), but actually they don’t need to be like this anyway.

Most customers are fairly sophisticated and know when they are being ‘sold’ to. I’m the same – the  minute I get a phone call from someone who asks “How are you today?” then I know immediately what they are up to and I zone out. I can’t help it. And I am sure you’re the same.

Fortunately, that does leave an opening for the rest of us who are not employed in telesales.

Selling has changed a lot in the last few years – it’s all about relationships now. So if you are not that great at being pushy, guess what? YOUR TIME HAS COME!!!!

Now that doesn’t mean learning some sales techniques won’t help you – it definitely will (otherwise I wouldn’t be in business) but there are lots of things that you can do as a person, a human being, a helper, a solver of problems that will enable you to close a lot more business than you are right now. Check out this list:

  1. Listen – ask questions, then shut up and let your customer talk. The more they talk, the more you will learn about what is important to them.
  2. Keep in touch – try lots of different ways – telephone, email, letter, social media, face to face. Keep it varied
  3. Be human – don’t treat prospects like potential money and nothing else. Behind every decision is a real human being with real human desires, problems, worries and concerns.
  4. Try and be different from everyone else. When was the last time you sent a customer a hand written note, a ‘thank you’ card, tagged them on an interesting social media article or made an effort to find out about their hobbies and what they do in their spare time? It’s not an accident that a lot of business takes place on a golf course.
  5. Help other people first and without expecting anything in return. If you recommend, refer or give a testimonial, particularly if it is unsolicited, then people remember you and will return the favour if they can.
  6. Only do something you feel passionate about. People can sense if you don’t truly believe in what you are doing, so make sure you absolutely LOVE IT or they will sense that you’re not the real deal.

So be yourself, get out there a bit more and help people. What could be better?

Janet is based in Enfield, north London and trains small businesses and entrepreneurs how to sell more. She has recently reached the final of the Institute of Sales and Marketing Management’s national awards (BESMA 2016) in the category of Sales Trainer of the Year and, in November 2015 won ‘Start up Business of the Year’ at the Enterprise Enfield Business Awards.

If you enjoyed this article and you would like to receive a free download: Janet’s 8 Proven Sales Tips, please click on this link now.
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