Reading subtle body language is a critical skill in making sales work.  Even the average sales person can read the obvious signs like the receptionist rolling her eyes, the customer who “suddenly takes a phone call” when you enter the office, or the cold shoulder of someone who’s rude.  Making sales work requires that you be aware of these signs and much more. Begin watching for these signs below…and be prepared to adapt your call accordingly.

1. Customer stands in the lobby rather than invites you to their office –
   (1) they want to be polite but they’re very busy right now, or (2) they respect you but they’re not interested at this time. The fact that they came out to see you communicates that they value you, even if they don’t want to hear you out.
2. Customer waves at you and smiles…but doesn’t come to greet you—
   this often means they respect you and value what you have to say, but really don’t have time to talk right now but may the next time you come by.
3. Customer invites you into their office but doesn’t sit down—
   they value you & your message but they are busy or they’re concerned that you will stay too long if you sit down. Be sure to never over-stay your welcome and do not sit down unless invited to do so.   Sitting down means you plan to stay awhile.
4. Customer invites you to their office and invites you to sit down—
   the customer is inviting you to talk with them and they have time for you. Ask to confirm if they have time…and how much time..so you don’t overstay your welcome by becoming too comfortable or casual.
5. Customer opens or closes a project or item on their desk—if they appear to resume doing small tasks, especially packing or closing items on their desk, they probably have an appointment or something they need to return to doing. Politely begin to pack your items and stand up to let them know you’re not going to stay longer.

How effective are you in making sales work?  Experts say that most sales people only spend 1/5 of their day on things that actually generate sales…and up to 4/5 just being busy.    The mediocre sales person and the effective sales person both have the same number of hours every day…the difference is time management.   Learn how to become more effective.  E-mail jwinkley@business-by-design.biz to find out more about our weekly sales training and webinar employee training.

You’ve been in this office 5 times…finally they give you a minute to talk to a decision maker.   Where do you start?  For how long?

1) Begin with a goal in mind– where do you want the conversation to go?   Being nice is not always enough to get you their next referral.

2) Ask intelligent questions & listen more than you talk.   Have prepared questions you can modify which move towards your objectives.

3)   Don’t dwell on small talk very long.  Begin to look for what is important to them then ask about it.   Awards on their wall?  Photos of successes & family?   See what you can learn about their company and their track record, find out what makes them unique and successful.

4)  Give honest praise– praise hard work, effort, dedication.    Praising ego is short-sighted and often gives way to manipulation rather than being genuine.

5)  Don’t overstay your initial visit.

Watch for our next post to learn about reading the customer’s body language and managing your own.   Business By Design is starting another new sales training group this fall with a 30 day free trial.   Register now at www.Business-by-Design.biz or email jwinkley@business-by-design.biz for more info.

Would you do business with a “salesman” in a brown plaid sport coat, white shoes, and bright tie who talks a mile-a-minute (while chewing gum) and tells you what your answer is regardless of the questions you try to insert into his presentation?   We laugh at that when we see it on TV….and most of us avoid it like the plague.

People do business with people they like and trust, especially if they become repeat customers.  Whether you’re selling to insurance agents, adjusters, Realtors, property managers, or commercial and residential cleaning customers…people do business with those they like and trust, even in spite of preferred vendor programs.

So, what is one of the best ways to build sales credibility with your customers?   Ask intelligent and intentional questions.  Why ask questions?   Because the right questions will help you better understand your customers needs (and wants) and will help you present how you can meet those needs.   And asking intelligent, intentional, thoughtful questions shows the customer you really do care about them and their needs (and wants).

How well thought through are your questions?   How effectively do they guide your customers in understanding their needs and your company’s ability to meet those needs?  Have you ever written down those important questions…..or do you find yourself just talking and telling, like the salesman in the plaid sport coat?

Want to be more effective?  Contact Business by Design (www.Business-by-Design.biz ) or e-mail jwinkley@Business-by-Design.biz for help in making sales work.

If you’re spent much time selling, you’ve no doubt heard comments like these:  “I already use someone else”;  “We don’t refer anyone”;  “All vendors are about the same”,   “Which franchise are you and how can I tell you apart?”  “We never have any claims”;   “Someone is already on the job before I can refer you”, etc.

When you hear those comments, your first tendency is to give up or react…maybe even offer a logical explanation for why the customer’s assumption may not be correct.   But you normally get much further with a strategic question or two rather than the most eloquent speech about “why we’re different”.   Chances are that those objections are simply excuses, or questions, and it’s your job to earn the customer’s trust and respect.

Have you ever stopped and written out questions to probe deeper whenever you here those types of comments?  Ever practiced your questions on anyone?  If not, maybe it’s time you start preparing to turn those conversations around.

Business By Design’s sales coaching still has a few openings in their weekly Monday morning sales call teams.   Sign up and begin working with a team of your peers across the country.  Enjoy learning together as you work with Jerry Winkley’s nearly 30 years of sales and business growth experience, not to mention the expertise of your team members.

And by the way– how about designing some questions to politely reverse the question?  Chances are your customer has never realized how similar their desire to grow their business is with yours.   Sign up for a sales team opening and get more information at www.Business-By-Design.biz.   Our job is to make sales work!

It’s true, local sales just don’t work anymore.  At least, not in the way that many businesses attempt to do their local sales.  Funny thing , though, jobs are still being referred to businesses by local relationships…..every day….and if you’re not receiving your fair share of those jobs, don’t fool yourself and blame it all on “how the industry has changed”.   People who should be YOUR customers are referring their work to competitors that they know, like, and respect.  Especially when those companies can also show value in using their company over another company.

Local sales is far more than filling candy jars and delivering note pads.    I’ve read that according to a U.S. Census Bureau report, there are 71 insurance covered residential floods per 100,000 people….per month!   That means if you are in an area of 250,000 population, that equates to 2,136 insurance covered residential floods per year.   How many of those are you getting through your “vendor program” and adjuster relationships?   How many of them go to your competitors who do have a local sales program?  How many are referred to your competitor by plumbers and contractors because your competitor has an effective local sales program?

Fact #1—Business owners often focus on operations more than sales.

Fact #2—Sales staff who are not given accountability and focus can be “busy being busy” but not achieving results.

Face #3—Many sales staff lack a formal sales process, do not know the unique values their company offers, and often spend most of their time on the easy/comfortable prospects while ignoring target customers with the greatest potential.

Fact #4—Asking sales staff to sell varying services (such as cross-selling janitorial, disaster restoration, commercial cleaning, etc.) can be confusing unless clear objectives and priorities are outlined and regularly measured.

The good news is, we can make local sales work…and we must…because your competition is getting far too much of that work.  And chances are, your competitor is doing those jobs at better prices than you probably are getting.    Contact Jerry Winkley at jwinkley@business-by-design.biz for an overview of how you can start making sales work…today!    Just one more job can pay for months of training & support!