24May/112

The Sweetest Sound in Any Language (Becomes too sweet)

In “How to Win Friends and Influence People,” Dale Carnegie wrote:

“Remember that a man’s name is to him the sweetest and most important sound in any language.”

Of course, the venerable Mr. Carnegie is correct. However, I’m afraid some people have taken that too far. I like milkshakes, but eating too many becomes overwhelming. You can only handle so much "sweet." I like to think that Dale would agree when it comes to the "sweetest sound."

There are some salespeople out there who've been taught that they should repeat someone’s name as often as possible during a . They might do something like this:

  • Me: “Yes, I’m interested in hearing more about your product.”
  • Them: “Well, Jeb, this particular product will help you in so many ways, Jeb. I’d like to learn a little more about how it might help you, Jeb, in your situation. Jeb, would you mind if I ask a few questions, Jeb?”

Come on!  That just makes you sound unprofessional (maybe even...manipulative or slick). The reason it makes you sound unprofessional is that it's unnatural. A sales interaction should be a comfortable, natural exchange of information, ideas, problems, challenges, opportunities, and (ultimately) value. Nothing more. Nothing less.

Doesn't this sound better:

  • Me: "Yes, I'm interested in hearing more."
  • Them: "Thanks, Jeb. In order to get a sense of what, exactly, might help you, I'd like to ask some questions. Is that okay?"

Simply put, it just sounds more natural. Of course, I don't believe in using scripts. So, don't take it word-for-word. But have a natural . During the course of a normal , wouldn't you agree that you only say someone's name a time-or-two?

So, where’s the line? How many times is too many?

My rule of thumb? If it seems forced, you're saying their name too much. Too much sweet is a bad thing.

But, I turn it over to you, [INSERT READER'S NAME HERE]. What do you think, [INSERT READER'S NAME HERE]?

@JebBrooks

Tagged as: , , , , 2 Comments
17May/114

What if you really do offer excellent customer service?

Since everybody says, “we’ve got GREAT customer service,” it just gets drowned out. It ends up meaning nothing, right?

So, my question becomes:

What do you do if you really DO offer excellent customer service? How do you prove it?

Here are two ways. Perhaps there are more you could help me with…

1. Prove it by the way you behave during the sales interaction.

  • During a prospect’s buying experience, you have the opportunity to differentiate yourself AND represent the upcoming ownership (or service) experience for your prospect. The best way to do this is to promise a lot and deliver more. In other words, follow-through on everything you commit to. And, when it’s possible, offer a bit more. Although, you’d better be certain your soon-to-be-buyer actually experiences what you’ve promised.

2. The other way is to procure as many testimonials, references, and other third-party “validators” as possible.

  • Prospects expect you to make claims about your offering, but they’re impressed when someone else does. The secret to a great testimonial is similarity between its writer and reader. In other words, if your prospect is a VP of Sales from a mid-sized medical device company in Poughkeepsie, NY. Find someone with as many of those characteristics as possible who can verify that you deliver excellent experience. The same, of course, is true of a reference or case study.

How else can you rise above the noise and prove to a prospect that you really do offer excellent customer service?

@JebBrooks

Tagged as: , 4 Comments
3May/110

How Well Does Your Net Work?

Even in an online world, offline networking is a crucial skill. Making meaningful connections with others in social settings can lead to marvelous business opportunities (if you grow them the right way). I think there are four skills that great offline networkers have developed.

1. They have a healthy self image. They view themselves in a positive light as a friendly, outgoing person. Because they see themselves this way, others see them as such, too. Their positive self image makes other people comfortable in unfamiliar settings. It also makes them comfortable as they meet new people.

2. They have a genuine interest in other people. Because they are truly interested in what others have to say, as well as stories other people tell about themselves, people are very open to them. This moment alone can create the most positive and beneficial relationships.

3. They have developed good memories. They are adept at remembering names and faces, as well as what the people they have met are all about. Their excellent memories allow them to recall who they know in relation to certain issues, markets and prospects. If this is a challenge, there are all kinds of tricks you can use (associating names and facial features, repeating a person's name...)

4. Finally, they have relaxed personalities. They never come on too strong or are overbearing. People who come on so strong tend to repel people, which is not the object of networking (nor is it the object of selling).

It's important to defeat negative attitudes you have toward networking. Only then can you capitalize on the benefits of creating meaningful relationships with people who stand to benefit from what you're offering!

@JebBrooks

Tagged as: , No Comments
   


  • Sales Evolution is a B2B Sales Blog for curious people. We talk about things like sales training, sales management, sales assessments, sales leadership, prospecting, and sales relationship building. I’m Jeb Brooks and I’ll be your host. So, please sit back, relax, and join us!

  • Join the Sales Community
  •  

Free Sales Training Tips



I am a: