Tag Professional Selling

Are Customers Liars?

Steve Keating Leave a comment

When I do Customer Service Workshops or Sales Training I often ask if any of the participants have been lied to by a customer. The response is often nearly unanimous. It’s a big yes!

So why do customers lie? Or a better question is, do they lie? 

In the technical sense of the word yes, customers do lie sometimes. They withhold truthful information. They “misrepresent” their situation. They sometimes exaggerate the seriousness of their problem. And yes, sometimes they intentionally tell a lie. 

So why would they do that? Why would anyone lie to a person who is trying to help them solve a problem? How can they expect to get help if they won’t be honest about the help they need?

The first part of that answer is simple. They don’t expect to get help in the first place. Many people don’t see a salesperson or customer service representative as someone who is there to help them. That’s likely because far too many people in those positions are not there to help them. They are there only to sell them something or deal with a problem as cost effectively as possible. 

Customers exaggerate the scope of their problems because they don’t trust the customer service representative to act with the urgency the customer wants and often needs. So they say things like this about their 3 year old product, “this thing hasn’t worked right since the day I bought it, it’s complete crap.” 

Now obviously it must have worked for some of those 3 years so why would the customer say that? Because they don’t think saying, “it’s been working great up until the last few days, now I can’t get it to do anything right,” will get them help. They believe their truthful and accurate description will get their problem “back burnered.” So they try to instill some urgency into the conversation. They likely believe they will be back burnered because that has been their experience in the past. 

Here’s what you need to know about customers who lie. They do NOT lie to people who they see as trustworthy. People who they sense are sincerely interested in helping them achieve their goals and solve their problems. 

As a salesperson or customer service person you must also know that because you’ve never lied to a customer that doesn’t mean your customer has never been lied to. Sales people, and to a lesser extent, customer service representatives, have a reputation for lying. Even if you’ve never lied that reputation precedes you. 

It’s beyond frustrating for the majority of sales and service people who are honest and have their customers best interests in mind. But it is what it is. Trust must be earned, even by the completely trustworthy. 

If you want to be trusted, in sales, service or life in general, then you must make certain that your words match your actions at all times. When you say you will do something you must do it, when you said you would do it. EVERY SINGLE TIME. 

If you’re in sales or service and you’re being lied to buy a customer you need to understand that you, or someone very close to you in your organization has earned that lie. They, or you, have earned that lie by not following through. Maybe by not honoring a commitment. Maybe by exaggerating, even a little bit. 

If you’re a professional you will not get upset or frustrated with a customer who is less than truthful with you. You’ll simply work harder to earn their trust so that you’ll be better able to help them in the future. 

Remember, the customer doesn’t really owe you the truth, you have to earn it!

On a another note… Everyone can use a “nudge” towards success. I’m trying something new on Twitter. It’s called “Super Followers.” For $5 a month, that’s 17 cents a day, people can follow a part of my Twitter stream that is for subscribers only. It features short videos of me discussing leadership topics, sales tips and ideas for better overall relationships. I’m assuming there will be far fewer Super Followers than the million or so people who regularly follow me on Twitter. That will give me the opportunity to answer questions more throughly than I can on regular Twitter. Most of the answers will come in the evening cause we all have day jobs, right? Think of it as ”mentoring on demand!”

My goal with SuperFollowers is to build a better connection, one where I can help more and have a greater impact. I’m hoping it gives me a chance to mentor to a wider audience. It’s still new, we’ll see how it works. It’s a $5 dollar investment that may be the extra “push” you need to get to where you want to be. I’d be honored to be able to help get you there. 

You can find more information by clicking the Super Follow button on my Twitter profile page IN THE TWITTER APP. http://twitter.com/leadtoday Give it a try if you’re so inclined, and if you are, be sure to let me know how I’m doing and how I can be of even more help.

Is a Lie Always a Lie?

Steve Keating 2 Comments

So you’re in sales and the company you work for has been caught in an apparent lie. So now what?

My first recommendation is to take a breath. It’s amazing how much breathing helps in almost every situation. One way it helps is to give you time to think. There are are few things in particular that you should be thinking about. 

First, was the “apparent” lie really a lie. It could just be a misunderstanding born of poor communication. When additional facts are understood the “lie” may not be a lie at all. When you’re shocked by something you find hard to believe get as many facts as possible before labeling any information a lie. 

If it turns out that it was in fact a lie then you need to determine whether it was a lie created by malice or a lie created by incompetence. Neither is good but somehow, at least for me, I find it better to be lied to by an incompetent person than a truly deceitful one. Determining if it was a lie that came from incompetence or malice may come down to a gut call. Trust your gut, always trust your gut. Those instincts or that intuition are developed from your life experiences. If you can keep your emotions in check then your instincts are very often correct. 

If you decide that the lie is more of a mistake caused by incompetence then you have to decide if it’s a “one off” kind of lie or if a pattern of incompetence causes this kind of thing to happen often. Remember, if you’re representing this company in the marketplace your reputation is on the line as well and to your customers, a lie is a lie is a lie. They don’t really care where it came from. 

If you decide that the lie was a pure intentionally fabricated misstatement then you have some tough choices to make. You have to determine if you’re willing to work for that kind of organization and the kind of people who run it. You also have to understand that supporting the lie, either by ignoring it or worse, repeating it, makes you a liar as well. The only thing I’ll say about that is if you’re lying to get business then you may make some money but you’ll never be a success. 

And the lies will be exposed eventually, they ALWAYS are. 

Let’s not forgot about the what may be the worst lie of all, the “half-truth” lie. Have you ever watched a movie or TV show with courtroom scenes? Remember the oath that witnesses must swear to? They swear to not just tell the truth but to tell the “whole truth.” 

Lord Tennyson said, “That a lie which is half a truth is ever the blackest of lies. That a lie which is all a lie may be met and fought with outright; but a lie which is part a truth is a harder matter to fight.” 

Professional salespeople tell the truth, the whole truth and nothing but the truth. If you’re not doing that then you fail at the first test of professional selling, and that’s the test the matters most. 

Creating Permanent Success

Steve Keating Leave a comment

As a very young salesperson I had some early success. I had no idea why but I enjoyed what I was doing and as far as I knew, I was selling.

I had an engineering degree and fell into sales completely by accident. That by the way is how a great many salespeople enter the profession of selling. Not too long into my sales career some of the Corporate big shots came to town and scheduled rides with our sales team. I was less than pleased when I discovered that on 3 consecutive days I’d have one of the big shots with me.

I assumed it wouldn’t take someone as smart as these guys claimed to be to figure out that despite my early success I really had no idea what I was doing. I apparently figured wrong.

In their report they said I was the best salesperson they had ever worked with. One of them made a comment that I could sell ice to an Eskimo. So my Sales Manager starting asking me questions about what I did when the big shots were with me.

I hadn’t done anything out of the ordinary stuff I did every day and I had no clue as to why they said what they said about me. Then some smart guy asked me exactly what I would do to sell ice to an Eskimo.

I thought for a minute and then it began to dawn on me why I might be having some of that early success.

My answer was I wouldn’t sell ice to an Eskimo in the first place because they didn’t need any.

To this day that philosophy is what has helped separate me from common salespeople. I get the financial aspects of selling crap to people that they don’t need. But selling something to someone who doesn’t need it is not a sustainable strategy for success in sales.

Manipulating someone for your benefit at the cost of their wellbeing, be it financial or otherwise is not a sustainable strategy for success in life.

When I finally figured out what was helping me succeed in sales I became more intentional about building relationships, trust and friendships. That required that I find out exactly how my product could help people. It required that I know enough about a particular customer to know precisely how my product could help them.

That caused me to walk away from a good many potential sales and while I lost a few sales I never lost a customer. Helping your customers, being honest with them at all times, having the courage to occasionally disagree with them and always keeping their best interests in mind are the keys to long-term, sustainable sales success.

If anyone tells you otherwise they do not have your best interests in mind.

“Selling by helping” is the sales philosophy I’ve taught for a long time. I started doing training for two reasons, one was to help more people have better buying experiences with the salespeople they dealt with. The other was to help more salespeople have long-term success and make lots of money doing it.

The selling professional can be very rewarding, “selling by helping” increases those rewards ten-fold. It is also the certain path to permanent sales success.

Are You Helping Your Customers?

Steve Keating Leave a comment

I have long believed…and taught, that the best way to succeed in sales is by helping your customers achieve their goals and objectives. My mind is pretty well made up on this point and I can’t imagine what anyone could say to change it.

But many have tried. Some of those who have tried tell me that sales is about separating a prospect from their money as quickly and efficiently as possible. That is most definitely NOT what professional selling is about.

Others have told me that sales is about making a lot of money. That is not true either even though making a lot of money is one of the two primary reasons many people go into sales. The fact is, making a lot of money is what happens when you help a lot of people achieve their goals and objectives.

Sales is ALL about helping customers. I suppose I should add a qualifier to that…PROFESSIONAL SALES is all about helping customers. Product peddlers pride themselves on being able to “unload” any product on anyone and they will use any trick to do it. They will do most anything for a buck. They give professional salespeople a bad name.

Professional salespeople have only one trick up their sleeve and it’s really no trick at all. It’s called asking effective questions. So effective that sometimes it helps a customer understand that there is a solution to a problem that they didn’t know existed.

If those professional salespeople discover that their product or service does not help a prospect they won’t attempt to turn that prospect into a customer by selling them something they won’t benefit from.

If you’re wondering how close you are to helping your customers ask yourself a question first. That question is this: what are the goals and objectives of my top ten prospects or current customers?

I start with the top ten because if you don’t know those then it’s most unlikely you will know others.

If you can’t answer that question it’s likely because you’ve never directly asked your prospects what their goals and objectives are. If that’s the case you have the ability to correct that situation immediately…just ask.

Your prospects and customers may not have an immediate answer for you. It’s a question that may catch them off guard. That’s because so few salespeople straight up ask. You can actually change the perception of a prospect by asking, and that change will most definitely be in the right direction.

So, are you helping your customers? You’ll find it very difficult to help anyone achieve their goals if you don’t even know what they are. So find out. Just ask, it’s the only trick you’ll ever need.

The Newest Competitor for Sales

Steve Keating Leave a comment

A tough new competitor has just re-entered the sales game. This competitor has invaded almost every industry. Whatever you’re selling this competitor is lurking under the surface of every sales opportunity. Sometimes they are not even under the surface, they are sitting boldly on top of YOUR sales opportunity.

This competitor is particularly nasty too. They aren’t even interested in stealing business for themselves. The only thing they want to do is wreck the deal for everyone. They want the salesperson to go away empty handed. Worse, they want to leave the customer empty handed and with no help too.

The name of this competitor is NO! No has a twin sister who has entered the fray as well. Her name is Not Now. If you’re newer to sales you may not be familiar with these formidable competitors. But if you’re not careful they can be much tougher than the competitors you normally face.

The competitor named No and his sister Not Yet are always around but they thrive in uncertain times. They last entered the profession of selling in 2008 and 2009. They were pervasive enough to end the sales careers of many unprepared and unprofessional salespeople. The bad news is that many sales are being lost to No and Not Yet in the current business environment. The good news is that a great many of those lost sales are not truly lost, they are merely delayed.

It is vital that sales professionals understand that while No and Not Yet can slow a sale down they can’t stop it completely.

As effective as No and Not Yet can seem they are readily defeated by replacing the unknowns of today with the information that customers will need tomorrow.

The best salespeople seldom lose a deal to No in uncertain times and they never lose a sale to Not Yet. Product peddlers float to the sidelines when No and Not Yet enter the game. Professional Salespeople hold their ground and expose No and Not Yet as imposters who only want the worst for customers.

Information erases the unknown. If No and Not Yet try to get between you and the customers you’re trying to help STAY IN THE GAME. Provide your customers with the best information you can. Industry information, product information, problem-solving information and whatever advice you can offer based on your own expertise.

Don’t float away from your customers and leave them alone in the vastness of the current unknowns. They may not remember exactly what you’ve done for them in the presence of No and Not Yet but they will certainly remember how you made them feel.

Make them feel like more than a customer. Make them feel as if they matter as a person because in fact they do. Sales right now is far more about helping people than it is about closing a deal. That’s actually always true but it is vital right now.

It’s likely you’re not spending as freely as you were a month ago. Neither are your customers. But one day your own unknowns will be gone and you’ll feel safer spending again. That too will be the same for your customers.

If you can stay with your customers in the presence of No and Not Yet today then your customers will be there for you tomorrow when No and Not Yet have faded away until the next time of uncertainty.

Today’s Effort Determines Tomorrow’s Success

Steve Keating 1 Comment

Many times towards the end of a year salespeople sort of “coast” their way towards the New Year.

In times of uncertainty many salespeople do the same thing, they take their foot off the gas and stop selling. It’s a mistake at the end of a year and it’s a mistake in these times of uncertainty.

“Sales” are different right now than they are in more normal times. But different does not mean impossible. “Sales” in their current state might also not mean making a sale. It may be, and likely is, more about being available to your customers. It most definitely is about staying in touch and keeping your lines of communication open.

Whatever secondary methods of communication you used to communicate with your customers prior to our current situation are now most likely your primary methods. By secondary I mean texts, email and phone calls. Your primary method was face-to-face and in most cases that’s not possible at the moment.

If you somehow can make face-to-face calls and both you and your customer are comfortable with it then I guess that’s fine….so long as it is SAFE FOR OTHERS AND IN NO VIOLATION OF CURRENT LOCAL, STATE, AND FEDERAL GUIDELINES.

How ever you do it, you must stay visible to your customers. You must remain a resource to whatever extent you can. You must remain willing to help. In fact, I’d recommend each communication include that very question; “How can I help?” Or “What can I do for you right now?”

Beyond some sort of personal contact with your customer there are many other sales activities you can undertake. Many many salespeople had things, productive things, that they were going to do “someday.” We’ll guess what, someday has arrived!

You know the stuff you were going to do “someday” but never had the time to do. Things likes reviewing notes from accounts that haven’t purchased from you in a long time, or maybe ever. While “someday” is still going on review those notes to determine what you will do differently to earn that customer’s business when personal selling becomes possible again.

Now is also a great time to prepare and practice responses to your most common objections. And by the way, the most professional and prosperous salespeople practice those responses out loud.

We should talk a bit about prospecting. I am not an expert like Mark Hunter @thesaleshunter is. But I’m thinking if you’re going to attempt to prospect right now you must tread very lightly. It just seems almost inappropriate to me. But like I said, others know far more about this topic in times like these than I do so I could of course be wrong…but I don’t think so.

That doesn’t mean however that you can’t prepare new prospecting materials. Prospecting emails, letters, leave behind materials and phone scripts. You can even practice your phone presentation so it doesn’t sound scripted. Just so you know, if you ever call me and it sounds like you’re reading a script, I will never buy from you. Most people are like me, they won’t either.

I have been in and around sales a very long time. I don’t believe we have ever experienced anything like this. With other major disruptions we have faced we could see or at least predict what the end might look like. Not so much this time.

Many things are unlikely to go back to exactly the way they were but it’s my guess that sooner rather than later sales will return to pretty much normal. What you do in these abnormal times will determine your level of success and how fast you’re personally back to normal when the “ab” in abnormal is gone.

Stay in the game and keep selling. Take the long view and realize your activities today will shape the curve of your personal comeback later. That is most certainly not the curve you want to flatten!

Making a Living

Steve Keating Leave a comment

Are you a person who makes their living selling or are you a professional salesperson? They are not the same thing, they are not even close.

People who make a living by selling try to make the best of whatever selling circumstances they find themselves in. When business is slow or the market is soft they tend to slow down as well. They accept their fate.

Professional salespeople create their circumstances. When business is slow or the market is soft they work harder to produce excellent results. They do not accept their fate, they create it.

Many people in sales who read this will say it’s BS because many people in sales may make their living at it but they are far from professional. I remember a conversation with a salesperson several years ago where he was lamenting how slow business was. He told me that he could sit on his boat all day and the phone would barely ring. He said all he could do was hope for a turnaround.

He made his living selling, a pretty good living at that, but he was not a professional salesperson.

If he was a professional salesperson his boat would have been docked until HE turned his business around. He would have been making calls, not waiting for calls. He would have been creating opportunities for his customers to buy. He would have been taking advantage of all the salespeople who make their living selling. He woukd have proactively been calling on their customers while they were waiting for their customers to call.

I very recently heard with my own ears a sales manager and the sales manager’s boss tell their sales team “not to worry about the numbers.” They said “if the market isn’t there it isn’t there” and “no one will hold that against you.”

I’m sure they didn’t realize it but what they were telling their sales team was to be unprofessional. They were giving them an out and I’m sad to say that when you give someone who merely makes their living selling an out, they will take it.

The sales team resigned themselves to a bad year and they are now collectively waiting for the business to return.

Salespeople who wait never win. Period.

If you’re a sales leader then you need to find the balance between supporting your people and keeping enough accountability in place to help them be professional about their efforts. Salespeople who are held accountable for their efforts are more likely to succeed. We know that’s true because people who are accountable for their efforts are more likely to succeed and the last time I checked salespeople are people.

 

Whether or not you’re truly a professional or just making a living at what you do is a good question to ask yourself from time to time regardless of your field of work. Do you want to be okay at what you do or do you want to be recognized as one of the best. The choice as always is up to you.