a good question…..
training a sales team from Samsung recently, I was asked a question which
prompted a lot of thought and soul searching.
I was able to answer it, but was the answer just too easy?
question? Where does an ethical sales
person ‘draw the line’?
answer is simple, and quite straight forward: ‘wherever your conscience lets
you draw the line’. This is obvious,
clear and fits all. However, is it a
example given by the team member was of a potential customer who used their own
‘pressure buying’ techniques that quickly strayed into bullying; the Genghis
Kahn school of negotiation. Apparently,
the buyer would throw his pen onto the table and demand loudly that they accept
his terms or get out. Other tactics of
similar aggressive and intimidating nature were used. Unfortunately, the team member, while an
experienced sales person, was not able to walk out on the negotiations as he
had been instructed to pursue the business and to win it. Would YOU sit there and take that abuse?
He had my sympathy. Most experienced sales people have had situations of similar severe discomfort. While the buyer rants, raves and threatens, you are sat there wrestling with your own conscience and professionalism. What are your options?
are many as every situation is different and requires some ‘thinking-on-your-feet’.
I describe the two extremes and an ideal.
1/ Fight back? This is the most satisfying. Potentially it can gain respect from the
buyer and a mutually beneficial solution could be possible. However, it is extremely risky, as it may escalate the emotions and temper to the
point where errors are made, opportunities are lost, and things are said that
should never be said by true professionals.
Are you reducing your own standards by lowering yourself to their
2/ ‘Take it on the chin’;
in other words, sit there and use silence or passive resistance as your main
tool of defense. This is a very
professional approach that will make the buyers behavior seem very childish and
clearly bullying in comparison. However,
there is also the risk that they will then take your reluctance to engage in a
fight as weakness and assume their argument has been won.
3/ A carefully judged balance between the two,
whereby you respond to aggressive posturing with a firm insistence and repeated
‘no’. Your volume would be higher than
usual but less than theirs; maintain eye-contact as much as possible; your
words would again be professional, but your manner should show you standing
firm but being fair. Consistency,
professionalism, repetition and firmness are needed, with a clear message that
you will not be intimidated.
salesman was strong and held his ground as best he could. Give-in to a bully and they will always bully
you. If you cannot work with them, and
you have the authority, you can walk away, but do not let them win.
it is up to you and your conscience. Sometimes it may be a balance between needs
and conscience. Apply your own positive,
firm approach but do your best not give in to intimidation. When you can,
retain the moral ‘high ground’ and give little away. No-one likes a bully, and it is a great shame
that some believe this is the way to behave in modern society. However, one cannot deny that they still
exist, and we must deal with them while achieving our objectives AND remaining
It has to be said, I am sorry, but it does have to be said.
Brexit has made a difference and will make further differences to business.
Things are changing and there are more changes to come.
But, I am not one of the doom-mongers as I believe it offers us interesting and useful opportunities. I say ‘offers’ as it is up to us whether we take those opportunities or sit back and just hope.
Whatever happens there will be change, and we need to be prepared as best we can. But prepared for what? I believe there are four indisputable facts:
- Brexit will happen!
- Markets will change
- There will be greater focus on domestic markets
- We will find ourselves competing with more UK companies as larger providers seek to replace off-shore business.
This is what happened to Salient in the last 18 months:
- Five larger prospects, (£1M turnover+), were reasonably secure in my sales pipeline.
- As the Brexit vote loomed, happened, and shocked the markets, these five companies retreated, not wishing to ‘spend money when the market was so unpredictable.’
- My cash-flow forecast dropped considerably!
- I initiated my contingency, my Plan B, and targeted the smaller businesses that tend to ‘get on with it’ no matter what the market is doing.
- I had to replace one large opportunity with ten smaller ones.
- It was successful, and I have now progressed to Plan C where I develop the new smaller company market, while attracting new larger opportunities.
But what of the larger companies? What will they do in this Brexit uncertainty?
I believe they will do very much as I did and look to smaller domestic markets to fill the gap in their turnover.
In other words, those who rely on domestic markets for the majority of their turnover will start to find more competition from larger suppliers.
There is another side to this. Those seeking your products or services are less likely to look off-shore for suppliers as these are likely to become more costly. Therefore, they will actively seek domestic suppliers. It could be you, if you are ready! Another point is that if they previously sourced from larger companies, they are likely to spend more than your present customers.
To summarise, this could mean for your business:
- New domestic markets are likely to open up
- Competition will increase for home-grown opportunities.
- The new opportunities have different expectations and spending levels
Are you ready?
Is your sales team and/or your sales process the best it can be?
Your sales effort needs to be at its best; sharp; focussed; forward-thinking.
Don’t miss the boat.
If you fail to address this, others will get there first and will win the lion’s share of the new opportunities.
If you are successful in this, your business growth could be double what you would anticipate for 2018.
If you would like to discuss your experiences of this, please be in touch; call or email Andy
Thursday 23rd June 2016 was a landmark day for many reasons. The outcome of the referendum surprised a lot of people and delighted others. But, why am I blogging about the referendum of all things? One word: INTEGRITY! As many of you will know, I fly the flag for honesty, openness and integrity in business and particularly in sales.
Sales and selling has long suffered a bad press due to the involvement of those with little or no integrity; those who firmly believe the end-justifies-the-means and the means can be anything at all to win the business.
There’s the parallel. The press is now talking about the ‘fallout’. Now we hear that key arguments and figures were in fact a ‘mistake’. We have now heard that ‘immediate emergency measures’, means ‘we’ll have to look at it in a few months-time when the dust is settled, as we need stability’.
AND THEY WONDER WHY WE DON’T TEND TO TRUST OR RESPECT POLITICIANS AS MUCH AS THEY WOULD LIKE US TO!
If a certain PM, a particular UKIP leader and a well-known chancellor had done things differently; perhaps they could have kept their integrity AND continued to influence people ethically and positively! They would have remained respected, believed and would still be able to influence.
The Salient Points:
- Politicians need to be good at sales and selling. They are in a position of influence and the people expect to be led and advised with honesty and integrity.
- NEVER ASSUME what people want, or the outcome of an initiative. Making assumptions as to what people think, expect, want or need is a recipe for disaster. Identify and clarify the need, what is really the issue, then aim to fulfil that need. Assuming everyone, or at least a majority are going to agree with you is never a good idea.
- If you seek to influence and persuade your customers, or in this case ‘the electorate’, it’s always a good idea to provide accurate facts and reasoned argument.
- If you have competition, do not make it personal! YOUR ARGUMENT SHOULD NOT BE LACED WITH PERSONAL ATTACKS ON THOSE WHO OPPOSE YOU! Sell it on its merits.
- If there is any possibility that you may lose the argument, after all there is always ‘the unforeseen’, have a CONTINGENCY PLAN, which helps you to carry on, but perhaps in a slightly different direction. (‘Damage Limitation’)
- If you want to remain a supplier to your customers (or ‘in office’), then the following applies:
Be clear and consistent in what you say, giving enough facts to allow an educated decision to be made by your customers (‘the people’). This wasn’t done well in the referendum.
These facts and arguments must not be exaggerated, or untruthful, because, surprise-surprise, truth will out, particularly in the fall-out after the event. This happened on both sides.
Customers (the public) will see this disparity between what you promised and what you deliver as a clear manipulation of the process to achieve the sellers’ (politicians’) own ends. They are MUCH less likely to buy from (vote for) them again. The PM is going; others will likely follow.
A customer who is given all the facts they need in order to make an educated and reasoned choice, and these facts are given accurately, without exaggeration, fabrication or vagueness of interpretation, will be happy to deal with you again. IF the final answer is ‘NO thanks’, they are still likely to return and engage with you again. Customer retention and loyalty is only possible if you maintain this integrity.
If you are proved to be false or manipulative, then you should not be at all surprised if the customer then goes elsewhere. That’s politics as we know it!
As it should be in SALES and in POLITICS, it is down to motive, intent and conscience. I aim to sleep well every night. Do you?
Sell more and get a growth spurt!
Turnover lower than you’d like? Plan for a growth spurt by selling more. How to sell more? For starters, try these five simple tips;
1/ Start with existing customers and see if they want more – apply the Pareto Principle: 80% of your revenue comes from 20% of your customers. Call the 20%!
2/ If they still like you, ask for referrals and testimonials! – personal recommendations give you more credibility and will attract more new business.
3/ Check that the market wants what you provide by asking a couple of key questions – use Survey-Monkey or similar. Responses may show you need to tweak, or even change your offer to make it more attractive.
4/ Check where you have sold successfully in the past, identify the common sector, product or need and target that with renewed enthusiasm. This may not be the top 20% (above) but it could be the easiest sector to target and win new business.
5/ Devise a product variation or amalgamation and make it a special offer of some sort to attract new interest. You could make it part of a short, or longer marketing campaign.
These are just a few of the many ideas and strategies that can be applied to your business that will make a positive difference to your sales figures.
If you want to increase your sales figures, come along to the Salient half-day Workshop or full-day Masterclass on 17th or 18th March 2016. Discover many more ways of selling more, and how to apply these and other practical and simple growth strategies to your business.
Come along to ‘HOW TO SELL MORE’. There will be more than 20 tips on how to sell more. Use just a few of these and your business will soon have a growth spurt! More details here.
Has anyone else noticed this? ‘Sales phobia.’
A contact of mine who runs a business that provides professional training to education, public sector and professional bodies, was telling me that his clients appear to have adopted sales-avoidance strategies. I suspected this was a wind-up until he told me that, for some, their new term for this was ‘Customer Engagement’. Others had replaced sales and selling with the catch-all of ‘Business Development’. I had previously heard of a consultant in the south of England effectively demoting sales by saying it was part of the discipline of ‘Business Strategies’.
Sadly, there may be a simple reason for this; bad experiences of being sold-to and more people are expecting to be given the ‘hard sell’ As a result they do not respect the sales process or people who sell.
Having spent 20 years in field sales and sales management, I have been very aware of the pressure that senior management put onto their sales teams. In the companies I worked for, it was always ‘do whatever it takes to win the business’. In the extreme, one MD said to a colleague of mine ‘if you don’t win the business, don’t bother coming back’! This culture fostered some terrible sales practices, all based on pressure, manipulation and worse.
At the same time, business-to-consumer sales was facing growing and tougher competition and so, instead of offering better service as an enticement to buy, they too adopted pressure selling techniques. We all remember the awful reputations gained by car and double glazing salesmen!
Unfortunately, I believe that, while some improvement has been made, pressure selling is still rife and the sales discipline as a whole has become tarnished by these unethical practices. The culture is also perpetuated by the likes of The Apprentice, and, occasionally, even Dragon’s Den., i.e., if you don’t do what is expected, if you don’t win, you are humiliated and you are out.
When selling, how far would YOU go to protect your income, your standard of living?
I suspect that this continuing culture has caused the name change. Perhaps our own professional bodies should take notice and make solid pronouncements against pressure selling techniques. Perhaps not enough has been done to ‘clean-up’ sales with clearly defined boundaries of what is ethical and what is at least ‘dodgy’. I feel passionately about ethical selling and have flown the flag for some years now, but I too come across very negative attitudes towards selling and sales people in general.
I aim to bring back enjoyment and satisfaction in selling by teaching a clear and clean sales process that is open and understood by all prospects.
In the words of Robert Louis Stevenson; “Everyone lives by selling something”. Often this is just selling ourselves; making a good impression; having a positive impact. If we cannot do this without being devious or manipulating our prospects, then clearly we cannot be trusted and perhaps we deserve the demotion to a sub-discipline.
In short, ethical selling must inherently be more successful, especially in the longer term.
- Pressure selling is less likely to result in repeat business or referrals.
- Building business relationships and selling ethically reduces the need to keep looking for new customers.
- Customers who don’t enjoy buying from you are less likely to come back for more.
- Keeping existing customers AND finding new ones will build a business far quicker than if you constantly have to look for new opportunities because former customers have voted with their feet.
If we don’t all start flying-the-flag for strong, ethical sales, then fewer people will respect it, expectations will remain negative, and we will all become ‘customer engagement’ experts!
Do you have a ‘Sales Phobia’?
Let me ask a different question:
Does the idea of selling cause you to palpate or procrastinate?
Do you fear a prospect rejection, or worry about making a fool of yourself when asking for the business?
If the answer is yes, you may have a sales phobia.
Unfortunately, I fear this is becoming more common. I am doing my best to change business culture to accept that sales can and should be ethical, simple, jargon-free and enjoyable! I achieve this in most cases. However, there is a risk that this phobia is becoming institutionalized. It should be a high profile and honourable profession. Don’t let the gainsayers try and tell you otherwise!
Selling can be even more fun than buying!
The most common issue found relating to sales growth:
Having presented many courses on various sales and business-related subjects in a variety of lengths, I have found a few issues that arise that prove common to all my clients. Perhaps the most important of these is the need for the sales individual or team to become proactive as opposed to reactive in their approach. In many cases, sales leads are obtained from responses to marketing effort or repeat business. This is excellent, as it means that the market has seen the value being offered and is keen to purchase. However, maybe due to new competition, or failing customers, this can result in reduced turnover. They have recognized that relying on existing clients or responses to marketing can become risky and unpredictable. Moving to a more proactive approach will help ensure all sales opportunities are found, targeted and won.
What do we mean by ‘proactive’? How can we be MORE proactive?
Identify two key aspects:
The markets you are serving already, and
The markets you would like to serve.
…or, put it another way….
Your existing or past customers, and
Simple strategy for being proactive in sales;
1/ Decide the best balance for you of existing customer and new customer business. You need both! One for ‘bread and butter’ income; to cover the ‘overheads’ and more, and the other for business growth and future strength.
2/ Revisit existing or previous customers on a regular basis. Calling is best; sending a newsletter is the minimum contact. Never miss an opportunity for repeat business or to cross and up-sell. Lack of such contact allows the competition to ‘move-in’.
3/ Choose your new markets and prospects carefully. Make sure they are likely to have the need, the money, and that they are likely to appreciate the value you offer.
4/ ‘Seed’ that market; make sure your business is known to them before you make contact, by;
- identifying likely decision makers and sending them publicity materials, or,
- using the internet, finding a mutual contact and asking for a referral, or
- invest in exposure in their trade press or institution website, or,
- any of the above and more…..
5/ Following number 4 above, any contacting now will be far less cold. If you have gained a referral, they will be happier to take the call. If you haven’t, you can at least refer to your article or letter in the publication or website related to their industry. It doesn’t have to be a ‘cold call’!
This is just one approach you can use to help you find new customers and win new sales.
Being proactive should also include actions to:
– plan where to target new prospects
– regularly monitor and review your carefully chosen KPIs to ensure positive progress and growth
– ensure customer satisfaction and loyalty
– prepare responses to possible criticism
– prepare contingency plans in case the unexpected prevents progress in your chosen direction
- There are many advantages to being more proactive, you have;
- Higher profile with existing customers and new prospects
- Warmer contacts!
- The chance to target and win far more business opportunities
- Greater credibility and respect in the industry or market
- More resilience against competition
- More market knowledge, particularly in future trends.
So, don’t wait for them to come to you. In market downturns, this can be fatal. Be proactive, ‘go-and-get-it’!
As my late Father used to tell me; “The door to success is labelled ‘PUSH’.”