Great salespeople are made not born.
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The selling landscape has changed.  Simply showing up and telling your customer about your company and it’s products and services just doesn’t cut it with today’s more demanding buyers.  Sellers have to provide more value than product knowledge or pricing – things the customer can often learn on their own with a few clicks.  In fact, recent research suggests that most customers don’t even engage a salesperson until they are 60% of the way through the buying process!

To compete in the new world of selling, you need to be equipped with better skills – skills that don’t simply get acquired by adding years of experience.  Making the same selling mistakes over and over again will not make you better.  There ARE selling techniques and strategies which work better than others and the good news is that you can learn them if you’re committed to continued growth.

Northbound’s methodologies work – period.  They have been culled from hundreds of sources and have been proven to work in the real world.  Our programs contain street tested ideas and actions that you can put into practice immediately.  The formidable combination of workshops, coaching and tools will help you implement the ideas into your own sales process.

Click here for a complete list of workshops for salespeople.

Click here to learn about full sales team development programs.

Contact us to arrange a complimentary no obligation workshop.  Contact Michael at [email protected] or 416.456.1440 to get details.  We are always happy to discuss your sales challenges.

Workshops for Salespeople

Resources

Bomb SmallI’ve read several studies over the years about interruptions in the workplace and how they affect our productivity.  I, like many sales professionals, enjoyed the fast pace that interruptions created without knowing how much it was hurting my ability to get my key tasks done.  All the studies point to the same thing — that the time it takes to handle the interruption isn’t the big time sucker — it’s the time it takes you to get back to the same level of focus and concentration.  The estimates run from a low of 6 minutes to a high of 23 minutes as noted in a Fast Company article.

If you are needing to focus on a task, let’s say, making prospecting calls, if you get interrupted even 1 time per hour, you are losing over 12 hours per week or over the course of a year, over 12 weeks of productivity!  Crazy but true.

Our workshop, “Goal Aligned Time,” provides many strategies to overcome this massive time sucker but a simple one to implement immediately is to do your emails in batches.  Stack them up and plow through several at once rather than jumping on each one as it comes in.

Stop kidding yourself that “busy” means “productive”.  Once you understand the vast difference between these terms, you’ll be able to watch your sales grow!

Michael

To learn more about our “Goal Aligned Time” workshop or arrange a complimentary one for your sales team (in the Greater Toronto Area), contact Michael at [email protected] or 416.456.1440.
thank_you1
In school, we used to pass handwritten notes.  Even today, it makes you stand out from the rest

I’m a big advocate of using handwritten notes in your selling process for 2 main reasons

#1 Reason: They work

#2 Reason: They are a kind gesture which makes me feel good!

 

Why do they work?

In today’s world of digital communication, we are bombarded with literally hundreds of messages from others on a weekly basis.  People just don’t get nearly as much stuff by snail mail any longer and the stuff we DO get it usually junk mail (sounds a lot like our email in box too doesn’t it?).  Receiving something in the mail from a real live person is rare.  Handwritten notes such as a thank you card is even more rare.

A handwritten note helps you stand out.  Let me ask you this.  The last time you received a hand written card, what did you do with it right after reading it?  I bet you didn’t toss it in the trash.  I bet you put it on your desk, your fridge, or even showed it to other people.  What did you do with the last email “thank you” you got?  See the difference?

 

Why do they make me feel good?

Taking the time to hand write and drop something in the mail connotes a deeper level of thanks and appreciation.  As the famous Canadian futurist Marshal McLuhan famously quipped, “The medium is the message.”  Giving thanks to a customer for their time, or for anything in fact, is a big win-win.  It makes the receiver feel good but it helps me by building my gratitude.  And a recent study published in the Harvard Business Journal confirms what you probably know intuitively – that having gratitude increases happiness and increased happiness leads to higher productivity and sales.  What a fantastic ROI on your time!

 

There is one rule with sending handwritten notes including “thank you” cards.  They need to be 100% sincere.  If you ever try to pass around insincere thanks, it’s the same as passing around counterfeit money.  You will eventually be found out and your credibility will be in the toilet from that moment forward.

I’d recommend that you order some simple customized cards from any of the online print shops and start each day with a heartfelt thank you.  It’ll make someone else’s day and yours too!

 

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Over the years, I’ve had countless requests for training from individuals who aren’t part of a large sales team or from operators of small business who wear many hats – sales being one of them. This introductory workshop is for them.

Sales are the lifeblood of any small business. Running a small but growing entrepreneurial enterprise often requires the operator to wear many hats – one being “the sales team” for the company. But all too often, entrepreneurs resort to selling by instinct and lack formal training to maximize their limited selling time.  This public sales training workshop, being held in Oakville, Ontario, is built for these people.

If this sounds like you, this workshop can help. It’s designed specifically for small businesses that don’t want to stay small!
In 2 hours, you’ll learn how to:

  • Avoid the 3 mistakes most salespeople make
  • Understand what makes people buy anything. And it’s not what you think!
  • Implement 3 top strategies for prospecting success
  • Use the most powerful tool in a salesperson’s toolbox – great questions!

You will be left with dozens of ideas that you can implement immediately in your business to land more sales with less effort.

All this for an introductory fee of $49. And, if you are not completely satisfied that you received value for your money, the training is FREE!
Sign up for our free bi-weekly sales tips at www.northboundsales.com.

To register click here!

prospecting

Do these and buyers will give you more time, more often.

By Michael Caron, President, Northbound Sales

1) Ask questions but ask for permission first

It’s great to ask questions on a prospecting call to understand what issues, challenges or goals a customer might have but don’t forget to frame why you’re asking them.  Otherwise, it can catch your prospect off guard and they will be less apt to want to answer questions until they know “what’s in it for them” to do so.  Use language such as, “I don’t know if there’s a fit between our companies for sure but would it be OK for me to ask you two quick questions to help see?”  In the thousands of calls I’ve personally used this strategy of asking permission with, I’ve only been turned down once!

2) Be friendly and conversational, yet professional

It’s a delicate balance to strike, but if you can speak to someone as if they are already an acquaintance, you will get them to listen to you and open up more as well.  Too casual, such as, “We’re amazing at that kind of stuff man.” and you’ll be dismissed as unprofessional.  On the other hand, “We have a superior track record of excellence within that category” will likely come across as too stiff.

In more advanced selling, you will want to learn how to read the personality of the prospect and adjust accordingly but for now, friendly yet professional will do in most cases.

3) Use softeners

Try to frame your questions with “softeners” that allow you to probe without sounding like you’re interrogating them.  Use language such as “Would you happen to know . . . Could you share with me . . . Do you know about how many . . . How important would you say blah, blah is?”  Be curious not interrogative.

4) Find at least two issues 

Try to probe and uncover at least two problems/challenges/issues that your solution might be able to help them with before suggesting a meeting.  If you can’t get two, run with only one but at least try for two.

5) Keep practicing!

Your prospects won’t give you honest feedback that will help you get better but your friends will!

You and your team can learn to prospect better and in less time with Northbound’s “Power Prospecting” and “Connecting to Mr. Big Cheese” workshops.  For more information or to arrange a complimentary workshop for your team, contact Michael at [email protected] or 416.456.1440.

Inside Sales

Simple order taking doesn’t cut it anymore

By Michael Caron, President, Northbound Sales

The role of inside sales is changing to be more demanding.  Your customer’s expectations from your customer service department is greater than ever.  It’s no longer adequate to simply “be there” when a customer is ready to order.  These days, customers expect you to know their business and anticipate their needs.  And with instant access to your competitor’s offerings, your prior relationship with your customer is constantly being put to the test.

To add to the mix, your inside sales team plays a more important role as the cost of getting face-to-face with customers from outside sales teams spirals in cost.

When planning how you’re going to confront this challenge, the first thing to do is ask, “What do we actually expect our inside sales team to do that they aren’t currently?”  Although companies sometimes label the department as “inside sales”, often times, they aren’t expected to drive sales.  Rather they really serve a customer service function, facilitating sales where the demand has already been created.  There’s nothing wrong with having exceptional customer service people — without them customers would leave quickly — but it’s important to clarify their precise role.

For true inside sales teams, ones who are responsible for creating demand, there are two primary types, reactive and proactive.

Reactive:  These teams respond to incoming communications from customers and through up-selling and cross-selling, sell “deeper and wider” with them.

Proactive: These teams reach out to existing customers and again, cross and up-sell.  For your team to effectively stimulate sales in a cost effective manner, good account planning is critical.  Before they contact a customer, they should be very familiar with their buying history, past issues/challenges and what share of wallet your company is currently capturing from them.  A good inside sales rep will be armed with some great questions that will help uncover business challenges that the customer has and that your solution can solve.  It’s not good enough to simply call up a customer to tell them about your library of products.

Up-selling is selling additional products and services to the original request.  This can involve asking probing questions to understand how the customer is going to be using your product or service; their problems or challenges, and then suggesting additional solutions.  However, to get the ball rolling, it could be as simple as asking, “Would you like fries with that?”

Cross-selling is getting your current customer to help leverage you into other departments that might need your solution.  Internal referrals almost always guarantee an open invite with new contacts within your customer’s organization to discuss how your product might help.  Some language might be, “Hi Bob, it’s Mary from Hugeco Widgets and George Wilson in your Atlanta office suggested we speak.  We’ve had a lot of success helping George and his department accomplish “benefit, benefit and benefit” and I was hoping to better understand some of the challenges of your department and see if we might be of help to you too.”

These types of calls can be made by either your inside or outside sales team.  But whichever route you go, they must be very skilled in being able to draw out in a conversation the problems, issues or goals of the customer and explain how using more of your company’s product or service can help them solve issues or reach their goals better.  The good news is that advances in technology (web, email, auto responders) allows inside teams to sell to your customers more effectively.

Northbound “Goal Aligned Selling™” program can help turn your customer service or inside sales teams into exceptional achievers.  For more information or to arrange a complimentary workshop for your team, contact Michael at [email protected] or 416.456.1440.

Confronting

Who gets through and who doesn’t?  Only the gatekeeper for the decision maker decides!

 

When attempting to contact your important decision maker, at Northbound a person we like to call Mr. Big Cheese, it can be very frustrating to have a gatekeeper “get in the way”. Naturally, the larger the organization, the more likely that Mr. Big Cheese will have someone whose job it is to decide who gets thru and who doesn’t. But don’t despair.

 

Coming up against a gatekeeper doesn’t mean you have to retreat. With a few simple strategies, you will be able to safely negotiate your way through to your valuable prospective customer. Here are things to keep in mind:
1—Respect the gatekeeper’s role . . . Whether it’s a receptionist, an executive assistant or another subordinate, it’s important to realize that gatekeepers are being paid to filter people out and protect the time of Mr. Big Cheese. Not all people of course—just the ones who they feel wouldn’t be of great value to their boss. Contrary to popular opinion, they don’t hate all salespeople — just most of them. And for good reason. Most do a poor job of patiently explaining how Mr. Big Cheese would benefit from speaking with them.  Use empathy when speaking to them such as, “I understand that part of your role is to figure out what’s relevant or not for Mr. Big Cheese.”  Understanding that they are simply doing their job will go a long way to connecting with them and reduce defensiveness.
2—Sell them first . . . When you approach a gatekeeper, it will take more time because of the additional effort to sell them first. If you can convey the potential value that your product or service might bring to Mr. Big Cheese he or she is much more likely to let you pass through. A few months ago, I was faced with a very good gatekeeper named Arlene. When I asked for the President, she politely but firmly explained to me, “I’m sorry but I can’t put you through until I know what it’s regarding”. I noted to her that I respected that she was trying to ensure that the President’s time isn’t wasted. I then engaged in a conversation with her similar to what I would with a Mr. Big Cheese. I treated her with respect and carefully explained why it would make sense for Mr. Big Cheese to speak with me briefly. After a few moments, she came back with, “Michael, based on what you’ve told me, I’ll put you through.” I complimented her on the way she handled things and ever since, she recognizes my voice and is warm and friendly.
Remember though that you are only selling the gatekeeper on the benefits for Mr. Big Cheese to speak with you. You are NOT selling your product or service. Yes, the gatekeeper decides who gets through but they are not the economic buyer.
3—Don’t bulldoze them . . . Gatekeepers have the power and authority to shut you out. Trying to muscle your way through them will almost surely backfire. If you irritate them, it’s human nature for them to want to help you less.
4—Call before 9 A.M. and after 5 P.M. . . . I’m not a huge fan of calling prospects on their cell or well outside of business hours—prospects need their personal time too—but calling between 8 & 9 A.M. and between 5 & 6 P.M. will often allow you to dial direct to Mr. Big Cheese’s desk and speak to them while things are less frantic.
5—Be assertive . . . Salespeople sometimes invite gatekeepers to question the purpose of the call by sounding well, like salespeople! One of the concepts we teach in Northbound’s “Connecting to Mr. Big Cheese” workshop is that you are one business professional contacting another on Equal Business Footing. Ask for your “Mr. Big Cheese” as you would if you were calling a colleague—firmly and assertively. Often reception won’t even question your authority to speak with your prospect.
When all else fails—If you’ve tried the above and the gatekeeper is stubbornly shutting your efforts down, you could try this very bold verbiage: “Would you knowingly stand between Mr. Big Cheese and (the major benefit of your product/service)?” Yes, it’s bold, but you’ve got nothing to lose at this point and it has opened the door in some situations.

In summary, if you treat gatekeepers with the respect and patience they deserve, you will be rewarded (most of the time!) with an opportunity to connect to Mr. Big Cheese.

If you or your sales team would like to learn how to master this technique and learn dozens of other proven strategies to improve your prospecting results, check out our “Connecting to Mr. Big Cheese” workshop.  For pricing or more details, contact Michael Caron at [email protected] or 416.456.1440.