Sales and Sales Management Blog

January 27, 2012

In 2012 the New Normal in Sales Is . . .

Filed under: career development,sales,Sales 2.0,selling,small business,technology — Paul McCord @ 2:20 pm
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As with the beginning of almost every year we have a number of commentators and pundits proclaiming what the “new normal” is.

We’re told that the old normal was the government strove to keep unemployment below 5% and that the “new normal” is going to be to try to keep unemployment below 7%.

We’re told that the old normal in the auto industry was to try to increase the miles per gallon on a manufacturer’s fleet by selling enough high mileage units to raise the fleet average, and the “new normal” is no longer trying to sell large numbers of high mileage internal combustion engines but to sell hybrids and alternative energy vehicles.

In sales we’re told that the old normal was cold calling, face-to-face meetings with prospects and clients, and using salespeople to find, connect with, and sell prospects, and the “new normal” is that salespeople are an outdated and costly luxury and are, at best, nothing more than an archaic relic of the past that companies just haven’t come to the realization are no longer needed.

Many, including myself, find it amusing to read the “new normal” predictions knowing that for the most part they are nothing more than someone’s attempt to be relevant and gain some attention.

We’ll ignore addressing the issue of the “new normal” unemployment rate and the “new normal” in the auto industry and spend a minute or two discussing the “new normal” silliness in sales.

The “new normal” argument is based on several supposed changes in how buyers buy products and services.

  • One argument is that the Internet has fundamentally changed the way people shop and buy.  Proponents of this position argue that the Internet provides buyers all the information about potential products and services that they used to have to rely on salespeople for, making the salesperson obsolete.  Further, most companies now offer their products and services online, so not only can the buyer get all the information and comparisons they need online, they can complete the purchase online, making a salesperson completely irrelevant.
  • Others argue that in today’s highly competitive market where any company that creates a competitive advantage through product improvement or a more efficient process that reduces price can count on that advantage lasting only a very short time before their competitors catch up and return the market to equilibrium, there’s really no such thing as a competitive advantage.  In such a market all products and services are reduced to commodity status where price is the only differentiator and once price is the one and only deciding factor, salespeople are an unjustified expense whose only significant contribution is to increase the product or service’s cost.
  • And others argue that with the increasing popularity of social media and technology the sellers that are left will never have to leave their homes as they will be able to connect with, develop relationships with, and sell via a combination of social media and tale-meeting technology such as Go to Meeting.  For these commentators the new normal is a world where technology replaces face-to-face meetings and even the telephone.  Sellers who use their car, their phone, or even text are not only behind the times, they’re signing their own death warrant by not learning to adapt to the new reality of business.

Have you heard these proclamations of the”new normal” before?  You probably heard them last year—and the year before that—and the year before that.  This new normal is taking forever to get here but I guess if someone keeps claiming this is the year, sooner or later maybe someone will be right.

But I sincerely doubt it—at least any time soon.

First, let’s look at a couple of statistics that might shed some light on what salespeople are doing.

According to travel statistics, business travel has increased by almost 4% each of the last two years.  I find it somewhat surprising that there’s a significant increase in business travel when supposedly salespeople aren’t traveling.

In addition, every single recruiter I’ve spoken to indicate a significant increase in open sales positions, especially for experienced outside salespeople.

Now don’t get me wrong, I’m not arguing that the sales profession isn’t changing nor am I arguing that social media and technology are not impacting how sellers sell.

My argument is simply that in 2012—and probably for the foreseeable future—there will not be a “new normal.”

  • Almost all sellers will find their offline activities will still be more vital to their success than their social media interaction.
  • Getting out of the office and in front of prospects and clients will still be the primary relationship building and selling format
  • More than likely business travel will increase again this year—and for the foreseeable years to come—including travel by sellers
  • Sales jobs will continue to be created with the corresponding opportunities for both experienced and inexperienced men and women
  • Social media will continue to be an area that sellers need to learn how to effectively engage—but the reality is it isn’t going to take the place of a seller’s offline activities such as cold calling, networking, and seeking high quality referrals and when a connection is made through social media, for it to be effective it will have to be taken offline.

In other words, for now and at least the next few years, the “new normal” will be the old normal.

Do those activities this year that have been successful for you in the past and you’ll be successful again this year.

It’s fun and exciting to talk about the “new normal,” but the fact is not much has really changed.

Human nature hasn’t changed since last year.

The phone still works and people still answer it.

Referrals will still get you more and better business than any other prospecting format.

You will still have to work to develop relationships.

You’ll still have to educate, be a real problem solver for your clients, and bring more value to the table than your competitors.

The world hasn’t shifted on its axis—yet anyway.

So take all the talk of the new normal with a grain of salt.  Don’t ignore social media and by all means use technology to the fullest, but if you want to be successful in 2012, pick up the phone, fill up the car, and hit the streets just like you did last year and the years before that.

Follow Paul on Twitter: @paul_mccord

January 24, 2012

Guest Article: Avoiding the Activity Trap, by Jeb Brooks

Filed under: career development,success,time management — Paul McCord @ 11:01 am
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Avoiding the Activity Trap
by Jeb Brooks

Many salespeople make the assumption that activity leads to results. “As long as I’m doing something,” they argue, “results will come.”

This is a mistake. It’s the best way to get stuck in the activity trap. The activity trap occurs when you begin working too hard to make the sale. Sales is much more simple than a lot of salespeople make it out to be.

Above all, your interactions must be meaningful. If all you’re doing on a call with a prospect is saying ‘hello,’ all you’ll hear is ‘hell no.’ Instead, your activities need to fall into one of these four productive buckets:

  1. They educate your prospects.
  2. They uncover essential information about your prospect.
  3. They reveal pivotal information about your solution to your prospect.
  4. They close opportunities (for the good or bad).

First, Educational activities provide information to your prospects that make them more receptive to your messaging. These kinds of activities help them understand the business impact you can have on their operation. They help them understand that you have something meaningful to say to them. Examples include:

  • Sending useful content (e.g., articles, whitepapers, etc.) to them
  • Sponsoring roundtable discussions for your prospects to meet your happy customers
  • Publishing pamphlets about your solution
  • Providing well-documented case studies to your prospects

Activities that allow you to uncover essential information about your prospects are some of the most important. The most common is the face-to-face (or phone-to-phone) meeting. These probing meetings allow you to ask meaningful questions that help (1) demonstrate your expertise in their field and (2) gather information you need to make a meaningful recommendation to them. They include:

  • Surveys
  • Interviews
  • Focus Groups
  • Sales Interviews

Revealing your recommended solution to your prospect is — obviously — essential. Doing it, though, requires more than just activity. Instead, meaningful sales presentations are carefully targeted to your prospects particular situation. This can be done in any number of ways, but is dependent on effectively uncovering practical information in your probing meeting.

  • Webinars
  • Formal Presentations
  • Demonstrations
  • Tours

Finally, the most directly meaningful of all sales activities are those that close business. This is typically in some kind of interaction between a salesperson and a prospect-turned-customer. Alternatively, you might discover that a particular prospect isn’t a good fit for your solution. This, too, can be good because it allows you to move on.

If your “activity” doesn’t fall into one of those four buckets, it’s probably wasteful. Many outside reps believe that activity begets results. With one slight change, the statement becomes true:

The Right Activity Begets Meaningful Results.

Jeb Brooks is Executive Vice President of The Brooks Group, one of the world’s Top Ten Sales Training Firms as ranked by Selling Power Magazine. He’s a sought-after commentator on sales and sales management issues, having appeared in numerous publications including the Wall Street Journal. Jeb authored the second edition of the book “Perfect Phrases for the Sales Call.” He regularly writes for The Brooks Group’s popular Sales Blog <http://www.brooksgroup.com/blog>. Follow him on Twitter: @JebBrooks

January 12, 2012

Are You Too Fat and Happy to be Successful?

Filed under: attitude,career development,motivation,sales,selling,small business — Paul McCord @ 10:24 am
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It may surprise you to learn that I speak to a number of sellers and sales leaders every month who although they mouth the right words, their actions say they’re fat and happy and way too contented to become successful.

What I hear most often in today’s economy, of course, is the complaint of not enough business, no one is buying, the competition is cutting prices to the bare bone or some other form of the statement that business is tough and in order to be successful you have to be sharp, aggressive and willing to put in long, tough hours.

But that’s not the only message I’m hearing.  A few times a month I’ll hear how a seller or company is doing just fine, that although business is down from before the recession, they feel they are doing better than most and they’re still making money.  From others I’ll hear that although their income is down and a new home or new car isn’t in the cards, they’re still doing OK, meaning they’re quite  evcomfortable.

I’m always curious when I hear a seller or a company express comfort and/or satisfaction with their situation when, at the same time, they’re admitting that sales are down, income or profits aren’t where they were, and they don’t expect to see a significant change in the next year or even two.

Really?

Comfortable?

Satisfied?

No sense of loss or itching desire to get back where they were?

Inevitably I find that they either have reached the peak where they have no desire to exert the energy to move beyond or they have accepted the recession as the new norm and believe that their current level of success is all they can expect in this new reality.

Seldom do I get this response from the top sellers and the top companies.  Most often this attitude is expressed by average and even below average sellers and companies, ones that were probably looking for the path of least resistance even prior to the economic downturn.

My experience from years of working with and speaking with thousands of top sellers and top companies is they are never satisfied.  And when they find themselves moving backwards—even if the cause is something out of their hands such as a major economic downturn—they fight even harder to get back to where they were and then beyond.

Once you have reached a point where you’re fat and happy, you’ve peaked; you’ve reached a point where you will not—you cannot—become more successful.

Success demands discontent with where one is at.  It requires a level of dissatisfaction and discomfort.  For top sellers and companies success is an ever elusive goal that can never be reached—and it isn’t quelled and extinguished by an outside force such as a recession.  In fact, those outside forces that seek to kill their desire to succeed only fuel their fire.

Have you reached a point where you’re comfortable and can relax knowing you’re successful?  I hope not, for if you have, you’ve probably reached your peak, and if you have, where can you go from there other than back down?

January 9, 2012

Four Signs It Is Time to Throw in the Towel

Filed under: attitude,career development,sales,Sales Failure,selling — Paul McCord @ 1:03 pm
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A question I’m asked more often now than in the past is “how do I know if it’s time to look for another career?”  With the economy in dire straits it is more difficult to sell now than in the past.

For many sellers who began selling prior to the current economic morass, when selling was pretty easy and many sellers were gobbling up the sales and commissions, they’re having to radically change their thinking as they discover selling isn’t as easy as they thought.

Those who began selling only since 2007, today’s economy is the only selling environment they know.  In a sense, that’s a real advantage.

Although it would seem reasonable to assume that most of the sellers who entered the field prior to 2007 would have adjusted to the new reality by now, I find that many still haven’t and are still having a difficult time trying to get mentally and emotionally adjusted to the fact that what they did in the past isn’t working today.

And, of course, many of the newer sellers are struggling with the traditional problems of learning how to sell which are compounded by having to compete in a very tight and cut throat market.

Thus, I find myself addressing the how to know when to quit question more today than in the past.

I wish I could give a more cut and dried answer, but in reality there are so many factors involved in that decision that for many a cut and dried answer would do more harm than good.  Are the seller’s struggles things that he or she can take responsibility for–or do they lay outside their ability to control?  If the issues are ones they have some control over, are they willing and committed to addressing them?  If they are, do they have the time to do or has their time literally run out?

These and many other questions need to be addressed to really come to a decision on whether it is time to give up a career in selling—for a great many sellers.

However, for many others I think the answer really can be and should be cut and dried.  If any of these five issues apply, you need to make a quick exit, stage left:

  • No Passion or the Passion is Gone:  If there’s no passion for selling or if the passion that had once been there is gone, it’s time to hit the streets.  I’m not talking about a passion  particular products or services (if you’ve lost that passion but still are passionate about selling, all you need do is find a company whose products or services you can get passionate about).  I’m speaking here of a general passion for selling, a desire to provide the goods and/or services that will solve buyer’s issues or wants.
  • A Dread of Doing the Selling:  I’ve known men and women in selling positions who loved the ancillary work of creating selling materials, putting together lists, attending sales meetings, putting together proposals, and attending networking events but who dreaded and hated the actual selling.  For them the fun was in the busy work while the actual work of selling was despised.  If you hate the actual selling, get out and get out quick.
  • Unwillingness to Invest the Time and Money to Become a Professional:  The unfortunate truth is that few companies provide every bit of training a seller needs.  Companies by nature are more interested in providing product training than sales training.  Product training and sales training are not the same, although many sellers and companies want to think they are.

    Professional selling has nothing to do with the stereotypical fast talking huckster and everything to do with being skilled in understanding human nature, having strong analytical and problem solving skills, being an excellent communicator who is more attuned to listening than talking, and having the process that will enable you to work with a prospect to analyze and then solve their issues.

    It is the seller’s responsibility to acquire these skills and since few companies provide all of the needed training, the seller must be willing to invest their time and money in becoming the best seller possible.  If you’re not willing to make the time and financial commitment to become the highest skilled seller possible, a new, less demanding career would be an excellent choice.

  • No Commitment to Succeed:  Having a passion for selling does not necessarily translate into a commitment to succeed.  Selling is a tough business.  It certainly isn’t a 40 hour a week business.  For most sellers the selling part is the easy part, it’s the finding and connecting with high quality prospects and then the follow-up and problem solving that’s the hard part.

    Selling takes a great deal of energy, both physical and emotional.  It also demands a level of commitment that few other positions demand.  In a word, whether you’re a top seller making a million or more a year or an average producer making 6o or 70 thousand, selling is hard work.

    For a great many the time demands and the physical and emotional energy needed is simply too much to ask.  They want the rewards without having to make the investment.  They either can’t or aren’t willing to take the passion and put it into motion.  And frankly, unfulfilled passion is more of a tragedy than having no passion at all.

  • Undivided Focus on Money:  Selling can be extremely lucrative.  On the other hand, many, many sellers starve because they don’t have the commitment, passion and dedication.  Unfortunately for some, money becomes the only focus in the sale.  They don’t care about the prospect, the company they are selling for—and in many cases for themselves as they are willing to sell their soul to the Devil in order to get a few bucks with a “whatever it takes” mentality.

    If the only reason you’re in sales is money, get out as you’ll eventually find that you either hate what you do or, more likely, decide that the end justifies the means and you’ll do whatever it takes to pry the dollars out of the prospect’s hand.

    Selling is a high potential income SERVICE business and when the service becomes secondary to the income, ethics and honesty have a way of becoming secondary also.

Do any of these ring a bell?  If they do, it’s time to get out.

If they don’t and you’re still questioning whether or not it’s time to throw in the towel, I advise you to get with someone you trust—a mentor, coach, or maybe your manager—and work through to discover the issues you’re facing and whether or not you can and if you are willing to take the necessary steps to overcoming them.

Selling is tough and you need to be tough to succeed.  But if you’re struggling and are wondering if it is time for a new career, do yourself a favor and make an honest analysis of the situation before you make your decision.  If you decide to stay, you’ll know where your issues lie and what to do about them.  If you decide to leave, you’ll know you made the right decision and won’t be wondering for years to come what might have been if you’d stuck it out.

 

Connect with Paul on Twitter @paul_mccord

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January 4, 2012

Having a Tough Time Getting Started? You Need a Ritual

Filed under: attitude,career development,motivation,sales,selling,success — Paul McCord @ 3:47 pm
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Do you, like many others, have a difficult time getting yourself mentally, emotionally, and physically prepared to begin certain tasks?  Some have a hard time getting “in the mood” to make cold calls while others have trouble getting themselves geared up for a face-to-face meeting.

Certainly we can force ourselves to make the cold call even though we’re not prepared or we can make ourselves go through the motions of the job interview or sales presentation even though we know we’re neither mentally or emotionally in the right frame of mind.

And what usually happens when we simply go through the motions in order to fulfill an obligation or check off a task to be done?

Most of the time the cold call is crap, we don’t get a second interview, or the sales call was a total bust.

Many a cold caller confronts the phone every day with the same lack of focus, the same mental and emotional dread of what is about to happen.  And they fail time after time.

Many a job seeker goes into job interview after job interview unfocused, stomach churning, brow sweating—and comes out feeling that they couldn’t have made a worse impression if they had tried.

Thousands of sellers hit the streets to make presentations and go into them with nerves on end, thoughts blurred, tongue tied and they know they’ve lost the sale before they’re half way through.

These are not incompetent or lazy folks.  These are not cold callers who have no idea of what they going to say, or job applicants that are in over their head, or sellers who don’t know their products and markets.

Most of the time these are simply men and women who haven’t learned how to slow the process down, to de-stress themselves before the event, to create some action that signals their mind and body to focus for a very specific purpose.

Simply, these are men and women who haven’t learned the power of ritual.

What is a ritual?  Put simply a ritual is a specific action that when performed prior to an event has a calming effect on the individual and helps them focus for the task at hand.

Let me give a couple of examples:

Mike Adams is a pitcher for the Texas Rangers.  Pitching is a high stress occupation that demands a great deal of mental and emotional focus and control.  During a game a pitcher will have to find a way to be able to control his emotions and focus his undivided attention on throwing a baseball accurately anywhere from a few to over 100 times a game.  To make things a bit more difficult, after every pitch there is a break in the pitcher’s action as the ball is fielded, thrown back to the pitcher, and the team gets set for the next pitch.  You focus 100% of your mental and emotional energy on making a great pitch, then you have nothing of consequence going on for a minute or two, and then once again you have to find a way to focus 100% of your mental and emotional energy on making a great pitch.  Try to do that time after time without losing your focus every now and then.

Any way you look at it, that’s a tough, tough job.

How does Adams maintain his high level of focus over an extended period of time?  He does it by using a simple ritual to get his mind and body ready to focus only on making the next pitch.  Mike’s ritual is that after each pitch, after the catcher or an infielder has thrown him the ball, he lifts his cap off and then perches it lightly on top of his head.  He leaves the cap that way while he is waiting for the batter and the fielders to get ready.  Once things are settled and it is time for him to make his next pitch he will lift the cap up and adjust it on his head in its final position.  That adjustment is his ritual signal to his mind and body to focus, to concentrate on the job at hand, to block out everything else and focus only on making the pitch.

Such a simple action, but one that he has practiced to the point that the action alone automatically puts him in the frame of mind and prepares his body to give attention to only making the best pitch possible.

Now Mike is not alone.  If you pay attention during the baseball season you’ll find that many pitchers use their cap in one way or another as a ritual action to settle their mind and body into the work at hand.  Likewise, many batters will use the bat or their batting gloves to do the same.

But it isn’t only athletes that use rituals.  Back many years ago, when smoking wasn’t yet a social criminal offense, I had a salesperson, Wes, who was a heavy smoker.  On occasion I’d do ride alongs with him and I eventually came to recognize the ritual he went through before going in to meet with a prospect or client.

As we were pulling up to the office building where Wes’ sales prospect was located, he’d inevitably light a cigarette.  He would take two or three puffs of the cigarette, open his door and get out, close the door, take one final puff and then forcefully throw the cigarette down, take the toe of his shoe and smash the cigarette butt into the ground putting it out.  That forceful grinding of the cigarette butt was his ritual action telling his mind and body what was about to happen and to get ready.  Like Mike’s adjusting of the cap, Wes’ action was very simple, so simple that it could be easily ignored by an observer.  But it was there—and was important for Wes to go through that motion to prepare himself for the minutes ahead.

I’ve known a great many sellers who had some form of ritual action they performed, whether in preparation for hitting the phones, making presentations, giving large group presentations and speeches, or putting sales proposals together.  For that matter, I’ve known a couple of salespeople who seemed to have to go through some kind of ritual before doing anything,

I’ve also noticed that humans aren’t the only ones who rely on ritual behavior.  Our Golden Retriever, Lola, goes through a ritual every time she is greeted by someone.  When she approaches someone or when someone approaches her, before she allows herself to be touched she must reach her front legs out as far as she can and she then bends down and out in a huge stretch.  Once she has stretched, she’s ready to greet the person and get petted.  If anyone else walks up, before they touch her, she has to go through her stretch once more.  I’m not really sure what her stretch does for her, but it is certainly a ritual she has to go through before she’s ready to be greeted.

Although simple, rituals really work.  If you’re having a difficult time with a particular task such as cold calling, conducting face to face meetings, public speaking, or any other task that you do often and need to find a way to help you really relax and focus, try creating a ritual that once ingrained will automatically put you in the right mental and emotional frame to perform at your peak.

December 28, 2011

Focus Your Time on Selling, Not on Busy Work

Filed under: career development,sales,selling,success,time management — Paul McCord @ 11:06 am
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Like many salespeople and small business owners, I find staying focused during prime selling hours to be difficult. As a sales trainer, coach, and consultant, my days are filled with activities that try to pull me away from selling. Yet, like every other company, selling is the life blood of my business—its what keeps the doors open and the company healthy and growing.

Interruptions, minor emergencies, emails, phone calls, and a myriad of other issues and concerns are constantly trying to draw my attention away from my primary business activity—selling.

Listen, I have only certain hours during the day that are my prime selling hours. If I lose those hours, I lose revenue; I lose precious time that no matter how hard I work, I can never regain. Consequently, it is important I keep my focus on true sales activities between 8am and 5pm.

Nevertheless, there are things that must be done and some of those things simply won’t wait until non-selling hours.

So what did I do?

My solution has been to set aside four ½-hour times during the day when I will address non-selling issues. Twice in the morning and twice in the afternoon I set aside my selling and marketing activities in order to return calls, handle ‘emergencies,’ and the other ‘busy’ work of my business.

Of course, if a real emergency arises, it takes precedence over all else. But real emergencies are rare.

This process has allowed me to concentrate on selling and prospecting without worrying that other aspects of my business will suffer. Anything that comes up will be addressed shortly—but without interrupting my selling time.

It takes discipline to get into the habit of leaving things lie for a little while. But those things that used to find ways to cut my selling time in half—or more–are now much controllable.

Follow Paul on Twitter @paul_mccord

December 23, 2011

Lessons in Group Dynamics from Lola

Filed under: career development,management,sales,Sales Management,team development — Paul McCord @ 12:48 pm
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Mr. B.J.

I’ve always been fascinated with how new members of groups try to find a way to fit in with the existing group members.  I’ve spent years observing—and participating at times as a new and other times as an established member of the group—how the new folks try to fit in as well as how the existing members try to either find a place for or keep out someone new.

Over the past several months I’ve had the pleasure of watching this group dynamic play out in my own home—and most interestingly the subject of the attempt to fit in is Lola, our newest dog.  Lola has taught me a great deal about what works and what doesn’t work when trying to fit into new surroundings and with a well established group.

Ms. Chloe

Some Background Prior to Lola’s arrival, our household consisted of Debbie, my wife, Mr. B.J., a six year old miniature Dachshund, Ms. Chloe, a seven year old miniature Yorkie, and myself.  As we acquired both dogs as puppies when they were only about 8 weeks old, our little family unit has been together undisturbed for six years.

Some readers may remember how B.J. and Chloe would work the neighborhood looking for treat handouts from our neighbors.  Since we have moved to a new home that is located only a block away from a very busy five lane street, B.J. and Chloe no longer have the freedom to canvas the neighborhood and are confined to our house and the backyard.  Although they have adopted well to being restricted to just our property, with the more limited room to roam, Mr. B.J. has become more protective of his turf.

Lola

B.J. and Chloe are extremely close.  Since B.J. joined the family as an 8 week old puppy, he and Chloe have only been apart from one another on a very few occasions.  When they are apart from one another it is obvious that they miss each other—at times to the point of refusing to eat or do anything until they are reunited with the other.

Along Comes Lola Last April Debbie and I decided to go to Nashville on vacation.  Since there were some places in Memphis and Dallas Debbie wanted to visit also, we decided to drive instead of fly.

We were staying in the loft of an old 19th century barn that had been converted into a one bedroom apartment.  The barn was on a 10 or so acre property where the large main house had been turned into a bed and breakfast.  The property abutted a larger property whose barn was on the fence separating the two properties.

When we arrived we discovered that the owners of the bed and breakfast had rescued a beautiful 5 year old Golden Retriever named Lola from her unfortunate circumstances next door.  The owners of the other property had acquired Lola as a puppy 5 years earlier for their son.  It turned out that the son didn’t like nor want the dog, so instead of finding a more suitable home for her, the folks simply put Lola in a fenced in area next to their barn.  There she stayed—without access to the barn—for five years, being fed and visited only on occasion.  She endured hot, humid summers and freezing cold winters outside with no cover, no companionship, and nothing to comfort her.

When the owners of the bed and breakfast realized the situation, they asked Lola’s owners if they could take her.  They rescued her and gave her a home in their barn.  They gave her plenty of food, took her to the vet where they discovered she had heart worms which they began treating, and gave her daily attention.  But they knew they couldn’t keep her; they had to find a good home for her.

And then Debbie and I showed up.  It took Debbie about 30 seconds to realize that since we drove and could, therefore, take her home with us, Lola had a new home.

During the week that we were there we spent a good amount of time with Lola.  She proved to be a great, sweet dog despite her 5 years of solitary confinement out in the elements.

Lola Comes Home On our trip back home our attention turned to concern about how Mr. B.J. and Ms. Chloe would react to Lola.  Would they accept her after they realized that she was staying and not just visiting?  Since Lola hadn’t been around other dogs how would she react?  Were we about to introduce total chaos to our stable and well established household?

We arrived home late in the afternoon.  Debbie stayed in the car with Lola while I went into the house and had my reunion with the dogs.  We then switched and I stayed with Lola while Debbie went in and greeted the dogs.  Both dogs were excited to see us as we knew they would be . . .

then their little world was turned upside down.

Lola came into the backyard.

As expected, Mr. B.J. became very defensive of his territory.

Chloe was curious—but apprehensive.

Lola was excited to come face to face other dogs.

B.J. growled and yelled.  His antics didn’t seem to faze Lola.

Lola immediately decided that Chloe was her new BFF and tried to smother her with attention which Chloe didn’t like.

As we were afraid would happen, Lola got off on the wrong foot.

Rejection Starting that evening and for the next several weeks Lola tried her best to fit in with B.J. and Chloe.

When they played, she tried to join in.  She was summarily rejected.

At breakfast and dinner she tried to share their food.  She was quickly put in her place.

She tried to use their pillows and blankets and was told in no uncertain terms that she wasn’t allowed.

Her only companionship was Debbie and I, but she never gave up trying to break into the B.J./Chloe clique.

Submission Within a couple of weeks she decided the best route to acceptance was submission.  She took her behavior cues from B.J. and Chloe—and those cues were basically, “stay away.”

She would meekly approach one and they would either snap at her or turn and walk away.

She would try to lie on the floor next to one and would get a paw in the face for her trouble; she would then head off to find a place by herself.

When one of the dogs would bark at her, she’d roll over and whimper.  One would think that Mr. B.J. was the one who weighted 90 lbs. and Lola was the one who weighted 13 lbs.

Lola Stands Her Ground Slowly Lola tired of the treatment she was receiving from B.J. and Chloe and began to assert herself.

Instead of meekly approaching them, she began to confidently insert herself into their play.

At breakfast and dinner when B.J. growled, she growled back.

When she wanted to lay on one of their mats or curl up with one of their blankets and they objected, she ignored their threats.

When B.J. barred his teeth, she barred hers.  They never fought for she discovered that in truth Mr. B.J. is a classic bully—he’ll yell, scream and threaten, but when stood up to, he goes turtle and begins to cry.

Acceptance As Lola began to assert herself and demand to have her place in the home, Mr. B.J. and Ms. Chloe began to accept her as a part of the family.

The more Lola claimed her rightful place, the more respect and acceptance she received.

Lola has been with us for 9 months.  She still isn’t as close to B.J. and Chloe as B.J. and Chloe are to one another—and, of course, she never will be.  But she finally demanded and received her place in the home.

B.J. isn’t as patient with her as he is with Chloe.  Chloe still refuses to be Lola’s BFF.

Lola still is learning how to relate to other dogs.  She tries hard but is still clumsy and often tries too hard.

But a great deal of progress has been made.

Lessons Learned So what does this dog story mean to humans?

I’ve seen this same situation worked out in sales forces when a new salesperson joins an established group of sellers.

The same dynamics take place.  The established group tries to ostracize the newcomer either out of fear or jealousy while the newcomer tries to figure out how to fit into the group.

Most of the time the newcomer tries to win acceptance through acquiesce—hoping that by meekness and being as unobtrusive as possible the group will find a place for them.  Most often they experience the same result that Lola experienced—they remain an outcast.

A good number of these newcomers will eventually tire of outcast treatment and begin to assert themselves at which time the group seems to begin the acceptance process.

Unfortunately, I’ve seen far too many newcomers simply accept their outcast status.  They never learn how to assert themselves and demand acceptance.  A great many good sellers will end up leaving the company because they don’t feel that they fit in.

Managers: understand how important it is that you help your new sellers fit into the existing group.  Find one of the leaders of the group and seek to get their help in bringing new sellers into the group.  Make sure you keep an eye on how new sellers fit in and encourage them to assert themselves and to insist on taking their rightful place within the group.

Sellers: ultimately it is your responsibility to work your way into the group that you are joining.  Understand that there will likely be some resistance to accepting you.  Likewise, understand that if you allow yourself to be dominated and pushed aside, that very likely will happen.  You must stand up and demand to be let in—yet at the same time you certainly cannot come across as egotistical or a jerk.

Many managers ignore the problem their new sellers face when joining an established sales team.  How the new seller fits in will have a significant impact on both their sales efforts and their longevity with the company.

December 6, 2011

Eating with the Big Dogs–Taking the Next Big Step in Your Sales Career

Filed under: career development,goals,motivation,sales,selling,success — Paul McCord @ 11:56 am
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Last summer I received an email from Beth, a pharmaceutical salesperson with slightly more than two years of experience, asking me what she should be doing in order to take the next big step in her career.  She is a slightly above average seller in her company—actually one of the better sophomore performers.  Since joining the company she has taken her manager’s advice and only compared her performance and numbers against the other salespeople with less than three years experience (her manager told her not to try to compare herself to the more experienced sellers as she would likely become discouraged).

I sent her an email asking a number of questions, one of which was what her short-term and long-term goals were.  She responded that her short-term goal was to be the top seller in her company in her “class,” and her long-term goal was to become one of the top 5% producers in the company.

In response to my question as to what she was currently doing to improve her sales she responded that she was taking advantage of all the training her company provided, was an avid reader of sales books, and constantly talking to her colleagues about what they found worked and what didn’t.  As we continued to communicate it became obvious that she considered her colleagues to be the other sellers in the company that were either selling at the same volume or had about the same amount of experience.

Although of excellent quality, unfortunately the vast majority of training her company provided was product training, not sales training.  Consequently, Beth was becoming extremely proficient at discussing her products but wasn’t getting the training she needed in the various aspect of selling.  In a very real sense she was more of a walking product brochure than a salesperson.

My recommendations to Beth were threefold:

  1. Start Eating with the Big Dogs:  Rather than hang out and discuss ideas with others in the company who are at or below her production level, she needed to be interacting and learning from the top producers in the company.  The only thing others at her level can teach her is how to stay at the production level she is currently at—worse, those below her can only teach her how to fail.  If she wants to grow she needs to learn from those who are where she wants to be. I encouraged her to start inviting those big producers to lunch.  She should look at them as mentors and teachers—and as colleagues.  Spend as much time as she could learning everything she can.  Listen to them on the phone; hitch a ride as they make sales calls if possible; find out what they read and who they value as teachers and mentors.  Emulate success, not mediocrity.
  2. Take Control of Her Training:  Since the company is primarily concerned with investing their money training their sales staff on their products, she will have to take control of her sales education.  She’ll have to invest her time and money in learning how to be a top notch seller. Beth’s situation is hardly unique.  In fact, a great many companies—probably the vast majority–neglect sales training in favor of product training.  Many companies (and sellers) mistakenly believe they are the same thing.  Not only are they not the same thing, neither is very effective without the other. At first Beth wasn’t particularly enthusiastic about spending her money attending on-line and live training seminars and workshops.  After all, she argued, her company should be paying since her skills were going to be used to sell their products.  True, I agreed—except her skills were going to be with her for life, not just while she was selling for the company she currently works for.  Her product knowledge is to a large extent company specific, her sales skills will be universal and benefiting her for life.  With that explanation she agreed—reluctantly—to make the investment in herself.
  3. Compete Against The Best, Not the Easiest:  I encouraged her to stop comparing her production and progress only against those with the same amount of experience but to compare herself against the best in her company and her industry.  If she wants to be a top dog she has to compare herself against the top dogs—even if at the moment that comparison isn’t comfortable. If she is only competing against others at her level she is giving herself a false trophy.  Her goal isn’t to be one of the best mediocre producers but rather to be one of the top producers in her company—and ultimately her industry.  With that in mind, certainly she can take some pride in the steps she makes, but she really can’t allow herself to bask in glory just because she out sold a bunch of other middle of the road sellers.  She has to keep her eye on the ultimate goal and only compare herself against that goal. Does that mean she’ll be ever frustrated—and possibly become discouraged and quit as her manager suggested—by comparing herself against a goal she isn’t close to achieving?  Not at all.  She should be able to see her progress as she continues to close in on that goal.  Like a long-distance runner, she might click off the landmarks as she passes them, but she must know how she stacks up with where she wants to be and keep her eye on the ultimate goal.

It has been almost a half year since my interaction with Beth.  I received a call from her last week.  She has implemented all three suggestions.  She feels she still has a lot of sales training to go through.  She still hasn’t made her goal of being in the top 5% of her company’s sales force.  But she has progressed from being in the top 40% to closing this year in the top 25%–with a very realistic opportunity of being in the top 10% next year.

Beth ain’t there yet—but she’s making great progress very quickly.  She says that so far the biggest impact has been eating with the big dogs—she had no idea how differently they did things than the way she and her fellow mediocre sellers did them.  The sales training is paying off.  Knowing how she stacks up against the big dogs gives her new motivation to make big steps, not just the little ones that she previously thought were reachable.

If you’re looking to take the next big step in your career do the same as Beth—start eating with the big dogs and leave the other average sellers behind; take control of your own sales training; and compare yourself with the big producers, not just the ones you think you can compete with easily.  It will make a difference—and like Beth, you might find the difference comes pretty quickly.

September 28, 2011

Seller, Do You Know Who You Are and What You Should Be Marketing?

Filed under: career development,marketing,sales,selling — Paul McCord @ 11:55 am
Tags: , , ,

Although I’ve addressed this issue before I think it should be dealt with again as I continually see a great many sellers make the mistake of marketing the company they are selling for rather than marketing themselves.

There is a tendency for many salespeople, especially if they work for a well-known company, to place the emphasis of their marketing on the company they sell for rather than focusing on themselves.  They identify their sales efforts with Wells Fargo or Merrill Lynch or GE  more clearly than they identify themselves. 

However, despite what we tend to think, and certainly, what the company believes, the prospect usually isn’t buying GE, IBM, or UBS.  They’re buying the seller and the seller’s trustworthiness and integrity.  The relationship in most cases isn’t between the company and the customer; it is between two human beings—the client and the salesperson.   

Companies continually market their name, whatever that name may be.  Whether it’s Caterpillar, Ford, or HP, the company markets itself because it wants to establish its brand, its name recognition and its image in the mind of the prospect. 

Sellers should be no different.   

No matter whom you sell for, if part or all of your income is produced through commissions or bonuses based on your sales, you are self-employed.  You are your own sales company– you are simply currently leasing yourself to sell for a single client company.  The company you sell for today may not be the company you are selling for this time next year. 

In addition, your competition isn’t that major company in your industry.  You don’t compete against Citibank or NY Life.  Glaxo isn’t your competitor.  The individual salespeople who sell for Citibank, NY Life and Glaxo are your competition.   Selling in a relationship driven industry requires you to develop and nurture relationships.  Sales are made on a personal level, not by the magazine ads or the direct mail piece.  Sales are ultimately made by you, not the company or its name.   

This isn’t to say that your company’s name may not help create interest or give you some upfront credibility.  Nevertheless, that interest and credibility is insufficient to close a sale.  Furthermore, it typically isn’t even enough to secure an appointment.   

That Merrill Lynch salesperson is digging for prospects and sales just as you are.  That Glaxo rep is trying to get into the same offices and sell the same people you are. 

Furthermore, if you’re selling against Microsoft today, you just might be selling for Microsoft tomorrow. 

In reality, you only have one thing of value to market—yourself.  Prospects buy from the men and women they trust and who solve the prospect’s problems and issues, not the ones they like or the ones with the big name company behind them. 

Examine your marketing carefully.  Who are you marketing?  If it isn’t you, then change everything about your marketing to focus the primary identity on you, not the company you’re selling for (that’s the focus identity, not the marketing message).   

If you are already marketing yourself instead of the company you sell for, examine your materials for their effectiveness and image. 

If you’ve done your job well, every contact you make, every client you sell, and every dollar you spend on marketing will go with you if you ever decide to lease your selling services to another company.  However, if you’ve marketed the company you are selling for instead of yourself, you may find you’re leaving your hard-earned clients, contacts and reputation behind, loyal to the company, not to you, forcing you to build your sales company from scratch once again.

August 18, 2011

Guest Article: “The Triangle” by Robert Terson

Filed under: career development — Paul McCord @ 3:34 pm

The Triangle
by Robert Terson

I was taught the Triangle in 1969 by Bob Trudeau while undergoing sales training.  Where Trudeau learned about it I know not, but he believed in it passionately and 42 years later I can say it meant more to my success as a salesman than any other tidbit of information.  We all tell a story in our own imitable style, and if today Trudeau listened to my rendition of the Triangle, no doubt he’d hear an altered version; but I hope he’d be pleased that I’ve passed on the Triangle to hundreds of people, in speeches, sales seminars, and airplanes flew to and from work.  I’d reach for pen and paper, draw a triangle, label each side, and tell my story.  The triangle is a sturdy geometric figure, if all three sides are solidly connected; otherwise all you have is a wobbly structure which eventually will crumble into a pile of naught.

Mental Attitude
The first side is Mental Attitude.  You must possess a positive mental attitude made out of titanium.  Anyone can be up when she’s winning, when everything is running like a well-oiled machine and success is the norm; show me a salesperson who is alert and grinning, enthusiastic, ready to forge ahead and make that next call after she’s gotten her teeth kicked in for a month-and-a-half and I’ll show you a Champion.

Work Habits
The second side is Work Habits.  I don’t care how talented you are, if you possess the selling acumen of Brian Tracy, Zig Ziglar, and Tom Hopkins combined—no one defiles Mother Law of Averages and gets away with it long term.  You must always do the work.  For a salesperson, that means making the calls, giving presentations.  There is no compromise.  Given the choice of a salesperson who gives six presentations a week and closes 60%, or one who gives ten presentations a week and closes 40%, I’ll take the latter any day ending in “Y.”

Salesmanship
Side three is Salesmanship.  If anyone knows your business better than you, best take a hard look in the mirror and ask why.  If anyone knows the intricacies of selling techniques better than you, time to challenge yourself again.  There are no excuses, no alibis.  It’s your business, your choice of making a living; you must know every aspect of your business—backwards, forwards, and sideways.  You must know selling techniques to the subtlest detail.

The Triangle is the lever and fulcrum of successful selling.  Archimedes said, “Give me a lever long enough, and a fulcrum on which to place it, and I shall move the world.”  If your Triangle is sturdy enough, you’ll move the world.  Everything you need to know, all the answers, fall under the purview of one of its three sides.

You can count on the Triangle; it’ll never let you down.  You also can count on utter failure unless all three sides are functioning in a robust manner.  It’s sort of like love and marriage: “…you can’t have one without the other[s]…”

Draw a large triangle and label its three sides.  Frame it and place it where you’ll see it every day.

Are you ready to move the world?

Robert Terson spent 40 years fearlessly selling advertising to small businesspeople; his passionate purpose as an author and speaker is to enlighten and inspire you to be a far better salesperson than you are now.  You can learn more about and from him at SellingFearlessly.com

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