The Unlimited Calling Plan!

Happy Friday!

 

I remember my first cell phone.  The company I worked for in sales upgraded us from beepers (yikes!) to phones.  Back then, a cell phone wasn't a novelty or a toy...it was a tool.

 

Just a few years later, my two boys and my wife had cell phones.  I got a family plan that allowed 1,000 minutes and 1,000 texts.  With an admonishment to watch minutes (except evenings and weekends!) I handed them out. That should be enough...right?

 

Wrong!

 

I got a bill and my youngest son, Christian, had actually sent over 5,000 texts!  The bill was $700!  The kids were standing next to each other and instead of talking...they were texting!

 

Lesson learned...both of us.

 

After my blood pressure came down and his butt cooled off, I called the cell phone carrier.  They said they just started The Unlimited Calling Plan...minutes and texts with no limits.

 

That's what you need to be a true phone warrior. The Unlimited Calling Plan.

 

Something you can do successfully and repeatedly with no limits.  The challenge I see for sales people is stamina and ability to stay focused.  They make a few calls, get up and move around, get coffee and then sit down to make a few more calls.  It takes 4 hours to get through 100 calls.

 

That approach to telemarketing is aimless and creates call reluctance...and is not effective.

 

Telemarketing is purely a Law of Large Numbers game and is scientific in nature.  If you make 100 dials, then there is a science behind how many people you will contact and how many you will close.  You have to have a plan and a routine that allow you to stick with it long enough to see success.  Let's begin to review what it takes to be consistently good on the phones; 

  

The Desired Outcome - What you want as a result of your calling depends on the nature of your product and your role in distributing it. If your product is a "simple sale" then your Desired Outcome is to close a sale over the phone. If your sale requires a brochure to be mailed, then a follow up call to close the sale over the phone - that becomes the goal.

 

If you need to interact face to face with the client, then you are "selling" the appointment. If an appointment is the goal, then you should not get drawn into an in-depth product discussion. Yes, some folks will say "send me a brochure and I will call you back" - a common request.

 

This is where the science of prospecting comes in. You may get 30 of these out of 100 contacts - that is ok, based on the science. At a minimum, you should send the brochure only after securing your ability to call them back at a predetermined time - and follow through. It is all part of the process.

  

The company you represent should be able to give you data on their scientific formulas of call effectivness. How many live contacts it takes to generate a level of activity.  If you know the industry averages, then you will know when you meet it, exceed it, or need adjustment when you fall out of "the norms".

  

The List  - This is critical to building an effective outreach campaign. It should target the people who are most likely to be candidates for your product.  The List should provide a the highest probability that you can meet the scientific metrics demonstrated by the Law of Large Numbers.

 

A list should be generated with various filters (demographics) that provide insight into buying patterns and probability of receptivity. It might include data on age, gender, income, and other clues to consumer patterns that would provide the widest net of opportunity.

 

However, the greatest list will not make the fish jump into your boat!

 

With Desired Outcomes and a viable List, the rest is up to your approach...The Script.

  

The Script - The talking points of your script are secondary and could have hundreds of variations, but there are 4 things that you have to do to make a call effective; the time tested acronym of AIDA - Attention, Interest, Desire and Action (we will deal with creating a effective script next time).

 

I know all of this sounds simple and on many levels...it is.  These 3 things will help you in your call campaigns...

 

What do you want? - The Desired Outcome

Who do you want? - The List

What do you say? - The Script

 

Evaluate what you are doing now and how effective it is.  Tweaking any one of these could improve your results, but if you have call reluctance or fading phone stamina, be mindful of these elements as they are the key to...

  

The Unlimited Calling Plan!

 

Until tomorrow, I wish you Money, Power, Success!

 

Next Time: Stick to the Script!

The Phone Is Your Friend!

Summer of 1979...I had to make...

 

The Call.

 

You know the one...you want to break it off with someone you are "going with".  That's the term we used when you were dating someone but you didnt actually ever go out...I could have said "going steady" but I am not Richie Cunningham from the 50's!

 

Sweet girl, but it had run it's course.  As a shy teenager, I probably should have stayed put, but my boys kept telling me it's the summer...run free!

 

Easy for them to say...I still had to make...

 

The Call.

 

No cell phones.  Our home phone was still rotary dial (owned by Ma Bell nonetheless).  No texting my Dear Jane note, either. I would have preferred to do it face to face (I am really not a scoundrel!), but I was too young to drive.

 

My friend Clint came over my house one day and said, "Let's call her now".

 

He could see the panicked look on my face.

 

"Man, the phone is your friend." 

 

He was right.  What was there to be afraid of?  I repeated it to build up courage.

 

"The phone is my friend"...and I made

 

The Call.

 

Have you ever faced a call that you were afraid to make?

 

Maybe it was to tell a client you made a mistake in something you told them.  Maybe rates have increased and you are trying to preserve the business.  Maybe you are in a call center and the day just hasn't gone well and you are facing a long afternoon to make your production.

 

Face it, in sales we all deal with call reluctance from time to time.  That is actually ok.

 

The problem occurs when you are "afraid of the phones" - particularly when it comes to prospecting and generating new clients.  That is not only problematic...it is dangerous.

 

Prospecting is the life blood of any sales persons effectiveness and success.  Without it, you will have no one to see.  You will build a dependency on "hand outs" of leads and it may make you take shortcuts to cover up your fear of the phones.

 

But as my friend Clint said, "The Phone Is Your Friend".

 

This next few days we will look at this mode of client acquisition - telemarketing, cold calling, and prospecting. Many sales people have low regard for this highly important activity.

 

It is an activity that is necessary in the Effort Phase (paying dues) and is one of the scientific elements of the sales process. In order for the science of the Law of Large Numbers to play out, you have to develop a systematic and effective manner to conduct these activities.

 

The primary fundamentals of the best prospecting efforts involve three elements - The Desired Outcome, The List, and The Script.

 

Newbies and seasoned pros will note quickly that The Script is last - that is intentional. What you say (The Script) should be governed by what you want (The Desired Outcome) and who you are talking to (The List).

 

Back to The Call.

 

I knew The Desired Outcome (breaking up).

 

I had The List (only one name was on it!)

 

I had The Script (I had rehearsed it to Peabo Bryson a dozen times).

 

The number dialed...the phone rang...her father answered...

 

I hung up! 

 

We kept "going together" the rest of the summer...

 

Hey, I never said it would be easy...over time, I built up the nerve to do what I had to do.  I expect it will be the same for some of you as you get over your fear of the phones...remember...

 

The Phone Is Your Friend!

 

Until tomorrow, I wish you Money, Power, Success!

 

Next Time: The Unlimited Calling Plan!

The Bionic Sales Person!

Mad Scientist Diary...day #5

 

Before I hook up the electrodes to bring this sales machine to life I want to take inventory of the parts of my creation;

 

Heart of a Lion  - We started with the intangibles...the things that can't always be measured - Energy, Work Ethic - Passion - Ambition - Discipline - Independent - Adaptable - Commitment - Courage - Confident.

 

All of these culminating in someone who is not easy discouraged and will remain focused on the task at hand until success is wrenched from the opportunities in front of them.

 

A Beautiful Mind - Beyond academics, we engrafted our super sales person with qualities that allow them to find solutions where others think none exist with  - Intelligence - Smarts - Innovation - Ingenuity - Creativity - Intuition - Instinct - Strategic - Problem Solving - Mental Agility.

 

This blend of brawn and brains is the foundation of the ultimate warrior that understands the opportunities in front of them but is not afraid to "do the work" of cultivating and harvesting those opportunities.

 

Next we added the Golden Rule attributes of Integrity, Service Mindset, Sincerity, Conscientiousness, and Caring.

 

We added two ears and one mouth to ensure our super sales person listens actively and communicates effectively.

 

All that is left is to give them industrious hands and feet that are always in motion.  The best sales people are kinetic and are a moving target.  They are at work on their craft and looking for better ways to be effective and serve their clients.

 

I have all I need...I think we are ready...

 

Zap!   Zap!  Zap!

 

This ultimate sales machine slowly comes to life.  In a new environment of opportunity, it takes a moment to get it's bearings.  Scouting out the new surroundings and getting acclimated to the new product they are going to sell.

 

Two weeks of orientation and training...and they are off!

 

Even though they were created for perfection, there is still a learning curve.  Each positive experience and each challenge provides new data for them to evaluate and make adjustments.  Success may not come immediately, but each day progress is made.

 

The first sale brings jubilation and the first seeds of confidence.  They get continued coaching and help to make sure good habits are engrained and established.  In the first weeks they meet and exceed all the metrics established by their industry and company...

 

They are well on their way to success!

 

What about you?

 

We started this series with the question...

 

Would you hire you?

 

Taking a fresh look at the qualities and attributes of the highest sales achievers, I believe you possess many of them.  They are the qualities of an exceptional human being who just happens to be in sales.

 

With focus and determination, I know you can maximize who you are today for great success.  Those parts you don't have...work on them realizing you can develop what you need...

 

"The whole is greater than the sum of it's parts"

Aristotle

 

John & Jane Doe, sales person. A sales person barely alive.

 

Gentlemen, we can rebuild him. We have the technology. We have the capability to build the world's first bionic sales person man. John & Jane will be those persons.

 

Better than they were before.

 

Better, stronger, faster.

 

The Bionic Sales Person!

 

Until tomorrow, I wish you Money, Power, Success!

 

Next Time: The Phone is Your Friend!

Two Ears...One Mouth - Check!

That's me...2nd row from bottom...1st kid on left.   My teacher sent home a note with my report card (all "A's" mind you!)...     Precocious and loquacious.  (Thankfully, my dad was college educated and is where I got my vocabulary from).   "Hey dad, what does that mean?"   "It means you are smart beyond your years and that you are not afraid to offer your thoughts."   Ok, he got precocious right but loquacious as defined by Dictionary.com:   "Talking or tending to talk much or freely; talkative; chattering; babbling; garrulous:"   Sounds more like obnoxious!   I realize that in nuancing that definition, my dad was trying to protect me...preserve that part of me that would make me who I am.   The guy that would stand up in front of 1,000's with no sweat....off the cuff!   The guy would write books and blogs and put millions of words in print!   The guy that would become a classically trained master sales person and coach & teach 1,000's.   Thanks dad for not stifling my voice at an early age...or allowing them to give me Ritalin!   In sales, talking too much can be a major detriment.  Thankfully, I have learned to control it (no comments please!).   So as the Mad Scientist working on what it takes to be a top sales professional I do a quick anatomy check;   Two ears?...check!   One mouth?...check!   Using them proportionately?...only time will tell.   Your ears and mouth are your tools for communication.  The best sales people understand that you should be listening twice as much as you are talking.  Here is the C.A.R.E. model of effective communication process as outlined in these direct excerpts from Lunch with Leroy;   CONCENTRATE - Have you ever been talking to someone and you could tell they were waiting on you to finish so they could say what was on their mind? It is an unmistakable look of the daydreamer looking off into the blue sky oblivious to the words that are being spoken by the other person. While many sales people may not be this overt, they are counting the moments until the clients "hush up" and allow them to give a soliloquy of all the great things their product will do.   You should be doing just the opposite. You should be listening intently to every word and not be in a hurry to offer rebuttal. You have two ears and one mouth... Use them proportionately!   ACKNOWLEDGE - Notice that the root word is "knowledge". By definition it means to give credence to what the person is stating. It matters not that their knowledge of your product is limited or even erroneous, they are stating matters of the heart along with any other information they may have gathered...that alone is worth acknowledgment.    It is not time to engage in full objection handling, it is simply to let them know that "you hear them loud and clear".   REPEAT - This is exactly what it appears to be. Of course you aren't going to parrot their exact words as that would be deemed condescending. What is most powerful is to restate their concerns, understanding and information in a way that lets them know that you not only hear them, you understand them.   In the days of yesteryear, the professional seller had a leather portfolio with a notepad and took notes of the meeting. This demonstrates a high level importance of each word the prospective client speaks. Whatever method you choose, it is vitally important for them to know that you are listening, you acknowledge and you understand.   EMPATHIZE - The astute student will notice that the first three elements of the CARE method require minimal conversation from the professional seller. It is more about active listening to the client than delivering the elements of your presentation. It is intended to establish as the primary purpose for the meeting, the needs and desires of the client.   With empathy we are displaying a higher level of understanding and the affirming emotion of compassion. It must be conveyed with the highest level of sincerity, integrity and authenticity to be effective. If your purpose and passion are aligned this will be quite natural.   Ultimately, sales is about communication.  It asks questions to uncover needs, it demonstrates value and it handles objections.    My greatest gift is in my voice, but I also realize that left unchecked, it could be a liability.  The real key to becoming a top professional is listening to the point of understanding, and then communicating how your solution will bring the desired outcomes.  You need...   Two ears...and one mouth.   Check!   Until tomorrow, I wish you Money, Power, Success!   Next Time: The Bionic Sales Person! In Lunch with LeRoy, the principles, axioms and philosophies that have made him a living legend are now available to the newcomer as well as the seasoned professional. The knowledge in this First Volume is based on a lifetime of experience responsible not only his success but the success of 1,000's of others in the sales profession. This book is the foundation of success in sales and in life and should be required reading for all entering the sales profession!   Available on Amazon!

The Golden Rule...Rules!

Happy Monday!

 

Hey, what happened to Saturday and Sunday Daily Crumbs?

 

I measured, monitored and managed my results.  Mon - Fri my open rate is over 88% - industry leading metrics!  Thank you!

 

Sat - Sun...not so much.

 

Hey, 7 days of Brandon is even more than my wife, Natalie can take sometimes!  If you miss me you can email me...as 100's of people will attest...I actually answer them!!!

 

Back to business...I am still the Mad Scientist putting together the perfect sales person.  We have looked at matters of the heart and the mind.  Next, I want to focus on how the best in the business treat people...their clients...simply,

 

The Golden Rule...Rules!

 

"Treat thy neighbor as thyself."

 

"Do unto others as you would have them do unto you."

 

"It's about the mission...not the commission."

 

The Golden Rule is about ethics.  The moral compass that will guide how you engage the people you interact with.  Much of the negative perception of sales is due to an absence of ethics.  It is about character and connection. 

 

Let's review my top 5.  While there is only 5, they are twice as important;

 

Integrity - One of the definitions of integrity says, "Steadfast adherence to a strict moral or ethical code".  Do you have a code of conduct beyond the one company made you sign?  There are so many levels of integrity but here are the ones the best sales people exhibit without fail; 

 

The integrity of the product - Will it do everything you say it will do? If not, do you embellish to cover the weak spots or omit facts all together...that is why there is Errors and Omissions insurance. You should never have a claim!

 

The integrity of the process - Cutting corners to get the sale done is not the way to build a solid reputation and career in sales.  Warren Buffet says, "It takes 20 years to build a good reputation, and 5 minutes to ruin it.  If you think about that, you will do things differently".

 

The integrity of how to treat people - How do you treat people who can buy?  Thought so.  What about those that you find out in the first 5 minutes, they can't buy?  You can tell a lot about how successful someone will be by how they help someone who is not in a position to help them.

 

Service Mindset - Ultimately, selling is service.  It is not a "customer is always right" cowering down to get a sales through patronizing head nodding.  It is about positioning yourself as the advocate for the client.  Doing things that are in their best interest and honestly meeting their needs/desires in a spirit of excellence, professionalism and service.

 

Sincerity- Have you ever talked to a sales person that was not sincere?  What does that look like?  Sound like? The best sales people are authentic.  They are not acting, putting on a sales "mask" or a masquerade.  The passion for their product and the selling profession are contagious and cut through client skepticism to create an atmosphere of receptivity.   

 

Conscientious - The top achievers in sales have a high level of accountability for the outcome of a successful sale.  When things don't go quite right, they do not engage in a blame game, but immediately begin seeking solutions and resolutions.  They care about the customer and want what they sold to be what is delivered.  They stay in contact with their client throughout the process, and beyond, because they are vested.

 

Caring - What makes you do more than you are paid to do?  What makes you a stakeholder and not just a placeholder?  The Power of Caring.  Caring embeds "pure" motive into your actions.  You don't have to be cajoled, convinced, or coerced. 

 

If you care, you will call the client back. 

If you care, you will prepare before the sales call. 

if you care about their situation, you will do all you can to help them.  

 

It is the most overused sales cliché known to man...but darn it...it is true! 

 

"Nobody cares how much you know, until they know how much you care."

Teddy Roosevelt 

 

Remember Eddie Haskell from "Leave It To Beaver"?

 

He was slick. 

 

In front of June and Ward Cleaver, he was the model citizen.  Polite, well-mannered and courteous.  The moment they would leave the room...

 

"Shut up squirt!"

 

I know that people can fake these qualities and pretend to be ethical...but not for long.  The parents were never fooled. There is an expression...

 

"Game recognizes game".

 

I know what my ethics and my character are.  That should give me a divining rod of discernment to know the "wolves in sheep's clothing".  I can hear it in their voice when they say authentically and proudly...

 

"I am in sales, because I love helping people."  That let's me know that in their lives...

 

The Golden Rule...Rules!

 

Until tomorrow, I wish you Money, Power, Success!

 

Next Time: Two Ears...One Mouth - Check!