Are you a Teller or a Seller?

Running your mouth too much could hurt your sales.

Once upon a time, two salespeople worked at the same company. While both were friendly, they are competitive and hungry for new orders.

The salespeople were Mr. Teller and Mr. Seller.

After several months of hard work, Mr. Teller was depressed. He wasn’t making his quota. On the other hand, Mr. Seller was not only meeting his quota, and he was exceeding it – big time.

What was Mr. Teller doing wrong?

Here are the differences in the approaches between Mr. Teller vs. Mr. Seller.

Mr. Teller loves to talk to his customer’s about all the features of his company’s products. He was like a walking encyclopedia or brochure and telling everything he thought his clients wanted to hear. Mr. Teller was doing what is commonly referred to as a “product dump or vomit” to his clients.

Mr. Seller liked to talk too. But he learned from experience it is always better to listen more and talk less. He viewed his role as being a problem solver. But before you can solve problems, Mr. Seller first had to uncover the pain points and needs and wants of his clients.

Mr. Teller avoided asking too many questions. He was afraid of rejection, and he didn’t want to offend his clients by being too noisy or appear pushy.

Selling is better than telling when you listen and engage more with your clients.

Mr. Seller, on the other hand, enjoyed asking questions because he knew it was the only way to qualify his clients. He didn’t fear rejection or take it personally when a prospect said, “No.”  He knew it was all part of the job.

Mr. Teller was not proactive when it came to finding new clients. He was very passive. Rather than make cold or warm sales calls, or ask for referrals, Mr. Teller used social selling. Mr. Teller thought all he had to do is connect with key decision makers on LinkedIn, and like their comments or posts, and the key decision makers would magically call him or appear at this door.

Mr. Seller liked using social selling too. But he didn’t rely on it exclusively because he knew that few key decision makers would contact him because of connections and likes on LinkedIn. Mr. Seller believed in warm or cold calls. He also effectively left good voice mail messages and used interesting subject lines on his emails to gain the attention of key decision makers.

Mr. Teller always waited for the prospect to decide. He never asked for the order. He just hoped and prayed that the prospect would make the “right” decision based on all the information he presented.

Mr. Seller didn’t wait for the prospect to decide. Instead, he helped guide the prospect through the sales process by asking qualifying questions, determining needs, and pain points. Once Mr. Seller thought the client was ready,  he asked for the order. He didn’t use tricks, gimmicks, or high-pressure tactics because he knew that wasn’t necessary.

Finally, frustrated, Mr. Teller went to Mr. Seller and asked him what his secret was to get more sales.

“Stop telling and start selling,” replied Mr. Seller.

So, are you a Teller or a Seller?

You decide.

Should you leave voice mail messages?

You must be creative and strategic when leaving voice mail messages.

There is a running debate in sales on whether you should leave voice mail messages when contacting prospects.

One school of thought goes like this –

Leaving voice mail messages is a waste of time because most people rarely return phone calls anymore from salespeople. If you leave enough voice mail messages, the prospect may delete them before having a chance to listen to your entire pitch.

Thus, it’s better to keep calling until you reach someone or send them enough emails that they will reply to you.

The other school of thought goes like this –

Leaving voice mail messages is just one of many ways you can break through the wall to reach a prospect. Sure, the argument goes, most prospects will not return your voice mail messages, but with a combination of different tools, including emails, and social selling, like Twitter and LinkedIn, you will eventually reach your important contact.

So, which is the better school of thought?

I take the middle ground.

Yes, you should leave voice mail messages. But…. don’t waste your time leaving your phone number. Because based on my experience, most prospects these days will not return your phone calls. Even inbound leads will rarely return your phone calls. Why? Most of them are busy, and they don’t want to play phone tag.

(I will only leave my phone number if the prospect requests it in his message as a matter of courtesy).

The better solution is this –

Leave a short voice mail message telling the prospect why you are calling. Then identify who you are and what solution you have that you think will solve their problems or pain points. And finally, let them know that you are sending them an email with openings for this week and next to schedule a short initial call.

I recommend doing this at least four to five times in a combination of using LinkedIn and Twitter.

What you want to avoid is the following –

First, you don’t want to do a “product vomit”, i.e., telling the prospect everything about your product and benefits before you had a chance to qualify him and understand his concerns or problems properly.

Second, you don’t want to leave cryptic messages, like “This is Joe Doe. I have some important information to share with you. I will call you at 4:00 p.m. today to discuss further.”

That kind of message will make most prospects angry because they don’t have time to play games. Also, because they have hectic schedules, they probably will not sit around and wait for your phone call.

Sure, you may try the approach of leaving an honest message about why you are calling and inform the prospect that you will call back at a specific time later that time or the next. It could work. But I doubt it.

Just as phone technology has changed, your voice mail techniques must change too.

Third, don’t repeatedly call and leave messages. Give prospects some space and time to call you back. As a rule, when I leave a voice mail, I quickly follow-up with a short email outlining some openings I have for that week and next. Further, I may attach an interesting article or some other content to share that I feel will interest the prospect. After leaving a message and sending out an email, I will usually wait at least two to four days before following up.

Fourth, I leave a different voice mail each time. I usually have a script of different voice mails to leave. The same is true when sending emails. Leaving the same message or posting the same email is boring and will undercut your chances of getting a sale.

Fifth, avoid long lingering voice mails. Try to keep the voice mail no longer than 30 seconds. Your goal is to get to the point quickly, highlight why it’s in the best interest for the prospect to speak with you and move on. You will have plenty of time later to do your sales pitch and presentation.

Sixth, ask a specific question in your voicemail. Instead of opening with “This is Tom Smith from ABC Company calling about Widgets products,” start with “How are you securing your passwords?” or “What types of sources are you using for tax research when doing tax preparation?” And then go on and add that you offer a solution that could help him them, and that you will send them an email with some openings and more details. Sometimes, I might mention specific vendors that use our services/products, and do a little name dropping.  In other voice mail messages, I might add a benefit or two that may help the prospect.

Don’t be mysterious when making phone calls.

Seventh, don’t be that mysterious caller who never leaves voice mails. Yes, I’ve been guilty of doing this before, but I now realize it was a mistake. Why? Because if someone is screening your calls and you don’t leave a message, they may not think it’s important and they will completely ignore you.

And finally, don’t sound salesy. Speak with your normal tone of voice. And, please don’t sound desperate. That’s a major turnoff.

Leaving voice mail messages is just one of many tools you have in your arsenal to make sales. Even if a prospect doesn’t respond immediately, it’s a great way of promoting your company with the goal of getting a deal down the road.

Sometimes you must play the long game to be successful.

Credits:
Middle Image by Monoar Rahman Rony from Pixabay
Bottom image by Alexandr Ivanov from Pixabay

Why do Customers Lie?

After several conversations, presenting an online tour or two, submitting a sales proposal or contract, and setting up a free trial, you’re now confident that your prospect is ready to become a buyer.

But days, weeks and months go by, and all you are hearing are lame excuses, or worse, crickets.

No returned phone calls. No responses from your repeatedly sent emails. Your voicemails are getting deleted.

Then it dawns on you –

Your prospect lied to you.

I’m sure you have heard the old saying “All buyers are liars.”

Well, that’s not always true. Of course.

But enough customers do lie.

Why?

Several reasons –

First, your potential buyer was never a decision maker. Yes, we have all heard that you need to vet a prospect to ensure they are indeed a decision maker. If you are afraid to ask a potential buyer directly, you can always ask “Can you please explain to me your purchasing process?” or, “How does your company make purchasing decisions?”

And there’s always research. Check LinkedIn. Is the potential buyer a CEO or a summer intern? You see my point.

But no matter how well you think you determined who the key decision maker is, something always falls through the cracks. Maybe the key decision maker was demoted and he’s too embarrassed to tell you. Maybe there is more than one key decision maker, but your prospect is afraid to inform you.

Regardless, you wasted time speaking to the wrong person and got your hopes up high for nothing.

Second, your potential buyer can’t pay for your service or product. It happens. You’re told the budget is there. You think the budget is there. But then, when it comes time for the close, the budget isn’t there. Ouch. Maybe the potential buyer was interested in the beginning, but when he discovered he didn’t have the money, he was too ashamed to tell you.

Third, your potential buyer was never a serious customer. Sure, he gave you all the right signals and said all the right buzzwords. But in the end, he was just window shopping. Or, worst he was comparing your service and product with a competitor that he was more interested in. It’s like going to your local Best Buy to check out electronics, and then going on Amazon to buy the same electronics at a lower price.

Unfair? Of course. But it happens in sales all the time. Yes, I know the price isn’t everything, and you should focus on the value you are offering your prospect. Unfortunately, not all prospects read the same sales books you’re reading.

And finally, your potential buyer is too busy. Despite what you may think, you’re not the only vendor in town contacting your prospect. Depending on the industry you’re in, prospects are constantly being bombarded with sales calls. Or, maybe your potential buyer was interested when you spoke to him, but he got pulled away with more pressuring demands. It happens.

Like it or not, customers lie all the time. The key is not to take it personally. Move on. You can always circle back later.

Note: If you like this post, please read my book — Advice for New Salespeople: Tips to Help your Sales Career.

Why are Start-ups Afraid to Publish their Phone Numbers?

One of the biggest challenges for salespeople is trying to contact start-ups. Why? Because many start-ups don’t publish their company phone numbers – if they have them at all.

But even those who do have phone numbers, they are very reluctant to put them on their websites.

There are two significant reasons for this

First, they don’t have the resources or time to answer the phone. Yes, most start-ups are bootstrapping it, and the idea of devoting precious human resources answering phones bothers them. And for a good reason – they are busy developing and fine-tuning their product or service offerings, and they don’t want to be disturbed by what they consider to be pesky salespeople.

And second, they think using phones is so passé in the internet age. Their attitude is that sending emails, using text messages or online chats are better than using the phone. After all, why deal with bothersome customers or prospects when responding to an email or chat will do. With email or chats, the thinking goes, you can keep track of correspondence.

But by not publishing phone numbers, start-ups are only hurting themselves by cutting their profits.

Here’s why –

First, credibility. When you are starting out with little or no name recognition, your biggest selling point is credibility. Without publishing your phone number on your site, many potential customers may be afraid or uncomfortable contacting you. And you may end up turning away potential customers who wouldn’t even call you but feel that you too shady to deal with if your phone number isn’t on your site. In an age when cybersecurity awareness is at an all-time high, credibility can make or break your business.

Second, knowledge. Having a phone and making it easier for customers and potential clients to contact you early will give you a better idea of the viability of your product or service before you hit the market big time. Many start-ups began their business with one idea, but then slowly decided to move to a new direction based on ideas and suggestions from clients.

Third, support. Not everyone feels comfortable or has the time to send emails, texts or use online chats. Sometimes people like doing things the old fashion way by making phone calls. They like the assurance there is a real live person on the other line who cares and hopefully will help them.

And finally, intelligence. Good salespeople don’t spam and ham their way into a start-up. Most take the time to do their research to determine if a start-up would be a good fit for their products and services. A good salesperson realizes that he’s not just selling you a product or service – but developing what hopefully will be an excellent long-term relationship with repeat sales and referrals. To completely block all salespeople out because of a few jerks is a bad idea. Publish your phone number. Take some time and risk to listen to what salespeople have to offer. You may be surprised by what they have to say.

In summary, yes, you will always receive cold calls from salespeople like me. That’s a given. But you can still screen your inbound calls from people you don’t want to speak to over the phone. By not publishing your phone number, you lose more than you will gain by not being more readily available to your clients, potential buyers, and salespeople who could help you.

Note: If you like this post, please read my book  — Advice for New Salespeople: Tips to Help your Sales Career.

In Sales, Should you Leapfrog?

leapfrog over your sales leadYou received an inbound lead. After weeks or even months discussions, exchanging emails, doing online tours, giving on-site presentations, maybe doing a free trial or two, you feel the sale is about to close.

Then suddenly, crickets.

No return phone calls. There are no responses from your emails.

Nothing. Silence. Dead silence.

You thought everything was going well. Your inbound lead asked all the right questions. He showed interest in your product or service. In short, he was making all the traditional buying signals.

Now what?

You now face an impasse that most salespeople fear – do you leapfrog over your lead and contact higher level, and perhaps better, key decision makers?

Or, do you continue to be patient, make more phone calls and send out more emails, with the false hope that your contact will finally respond and say those magic words that we all want to hear “Let’s order.”

My answer – if you have honestly made every attempt possible to reach your lead, and he hasn’t responded to your repeated efforts, it’s time to leapfrog.

But first, let’s back-up – Why is leapfrogging even necessary?

Several factors come into play

First, you are dealing with the wimp factor –

Your inbound lead is a wimp. Straight-up. He may be afraid to talk to people in upper management. Maybe he doesn’t want to interrupt busy bosses. Or he’s worried they will reject his idea and possibly demote him, or worse, fire him. Perhaps he never had permission to speak to you in the first place, and now he’s caught between a rock and a hard place – a persistent salesperson (you) vs. a dreadful manager.

Like it or not, many people are employed in toxic work environments. They have to deal with layoffs, lousy morale, unpleasant bosses, endless gossip, etc. In those malicious environments, some employees are afraid to speak up or offer ideas.

Second, you were never working with the key decision maker –

Yes, people lie. Sure, they tell you they are the decision maker and puff up their responsibilities and role, but when push comes to shove, they play “duck and cover” when you start insisting on a decision. Of course, maybe you should have asked tougher questions in the beginning about how decisions are made, and if others are involved in the decision-making process besides your initial contact.

And third, you are getting drawn into office politics –

Never underestimate the power of office politics when it comes to hurting your chances of landing a sale. You may think everyone loves your products or services, and that the world revolves around you, but that’s rarely the case.

For example, several years ago I was trying to sell a password security software program to a major hospital. While the IT Director admitted to me that my company’s software was better than the competition, he had to purchase the other program over mine. Why? Office politics. Because my prospect was hired recently as the IT Director, he didn’t feel he earned enough brownie points or confidence yet in upper management to recommend a higher price – but better – program. As a result, he purchased what he knew to be an inferior, but a cheaper product, to keep his job.

On the other hand, around the same time, I was also working with another IT Director at a major university. He held his position for nearly 20 years. His colleagues and upper management respected him. So, when he recommended that the academic institution purchase my company’s software, he faced very little opposition or objection.

leapfrog over your first leadHow do you leapfrog?

First, research and find out who you think the key decision maker is.

Second, send him an email briefly describing your conversations with your initial contact (but don’t chastise him).

Third, in the same email, explain the value that you are offering the company.

And finally, propose the next steps – e.g., schedule a phone call, meeting, online tour, etc.

Then wait a few days and follow-up again. Send another email. Make some phone calls. Leave some voice mail messages. You know the drill.

Sometimes the critical decision maker will respond quickly. He may even ask your initial lead to contact you to continue the sales process with firm marching orders on how to proceed with you.

Or, maybe nothing happens at all. In which case, you may have to go higher up the ladder until you reach someone who will see the value of what you are offering and continue with the sales process.

Yes, you may offend your initial lead. Yes, you may not get the sale.

But when you’re hitting a brick wall, you have nothing to lose and everything to gain.

And if all else fails, there are other fish in the sea to pursue.

Note: If you like this post, please check out my book – – Advice for New Salespeople: Tips to Help your Sales Career

In Sales, How to Deal with the Hand-off

the hand offYou spent weeks, if not months, working with your client to close the sale. Just when you think you finally see dollar signs in your eyes, your client decides to hand you off to someone else.

What just happened?

You just got handed over to someone else who may or may not give a damn about what you are selling. In fact, he may never even have heard of you or your company before.

Why did this happen?

First, your client wasn’t a serious buyer. Sure, he may have told you he was the decision maker, but he lied. Don’t be surprised. It happens. In fact, it happens all the time.

Second, maybe your client is interested, but he’s too busy working on other projects, or suddenly, a personal or professional crisis occurred, and he has to break discussions with you temporarily. Because what he’s going through isn’t your business, he hands you off to some flunky or low-level employee to keep you busy for a while until he gets his affairs in order.

Third, he honestly wants a second opinion from an outside expert or consultant, so he decides to have an outsider hear what you are pitching. This happened to me once when I was selling password security software. After months of free trials and online tours, the decision maker wanted to cover his ass, so he decided to bring in a cybersecurity expert to review the software I was selling. Was I confused and hurt? A little. But then I put myself in my client’s place – because this was going to be a significant order for him, he wanted to get a second opinion before signing the dotted line. If I were in his place, I probably would have done the same thing.

So, rather than get my feelings hurt, I decided to treat the outside consultant with respect. I repeated all my online tours. I provided him with all the information I sent to my client. I patiently listened to all his questions and answered them accordingly. In a couple of months, my efforts paid off – I won over the consultant, he became my advocate, and I got the large order.

How to avoid the hand-off?

First, make sure your client is the decision maker. And in most cases, the decision maker isn’t always one person. Sometimes decisions are made by a series of people in upper management or even by a committee.

Second, try to get a time commitment from your client. What is his deadline? Is there a sense of urgency on your client’s part to making a purchase? Or, is he just window shopping.

And finally, if you do get handed off, don’t panic. Depending on what you’re selling, the sales process could take a long time. Be persistent. Be professional. And if all else fails, there are other fish in the sea. And who knows, your current fish that you’re trying to reel in may just voluntarily jump on your boat when you least expect it.

A hand-off doesn’t always mean you’re getting the backhand. It just means you have to work harder to seal the deal.

Note: If you like this post, please read my book: Advice for New Salespeople: Tips to Help your Sales Career