DON'T JUST SELL MORE BUT SERVE MORE

The tendency of a 'traditional sales person' is to coerce you into buying more than what you really need, into something more expensive, or into a product that's more profitable for them. This is a technique known as upselling.

That push doesn't always lead to customer satisfaction, but often times bring distrusts. 

Instead of pushing to get more, why not give or serve more?

The best way to build your business is through generosity. Your customers will return the favor by giving you their loyalty.

Shift your sales mindset from "upselling" to "upserving." 

~

My business partner and Sales Coach, Mr. Bob Barcebal, will conduct another run of "Win in Your First 30 Days in Sales Workshop" this coming Saturday, October 26 @ The Malayan Plaza Hotel. This is ideal for entrepreneurs, freelancers, and sales professionals.

We're glad to witness this learning session into becoming one of the most in-demand sales seminar in Manila. For more details or to register, visit: http://tinyurl.com/winoct26

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ENJOY THE WAIT!

You're waiting for your business loan to be approved. 

You're waiting for a prospective client to finally say "Yes" to your offer.

You're waiting for your business to take off now that you've done what you could.

Now that you're waiting, you realize that waiting (and not knowing what to expect) is harder than anything.

Getting news that you succeeded calls for a celebration. Getting news that you failed – you can face it, re-strategize and move on. Any answer will, somehow, give you closure.

But waiting?...

Like a test, you'll either pass or fail the waiting game.

Waiting is part of the package. Not only that it reminds you that you're not in control, but you also get to realize the important things in life.

You might as well do something productive and enjoy the wait.

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SERVICE LESSON I LEARNED FROM KRISPY KREME

I ordered two blended drinks from the counter. One for me and one for my son. We sat down and started doing our work. (I was working on something and my son was doing his school work)

We waited for our drinks and noticed that it was taking a bit longer than the usual. So, I stood up and politely asked the crew if the orders were ready. They told me they'll make sure to deliver it to my table as soon as it's ready.

After a few minutes, the drinks came along with two donuts.

Me: "I didn't order donuts."

Crew: "I'm sorry sir, your drink came in longer than the usual, the blender malfunctioned a bit. The donuts are for you. Thank you, sir, for waiting."

Me: "Ohhh… Thanks!"

I wasn't complaining. I wasn't even disappointed in any way. And yet, they gave me something to make up for this 'slight delay'. A simple "I'm sorry for keeping you waiting" would've been enough, but they chose to 'delight' me instead.

The typical service business would say, "Ok lang yan, di naman sila nag complain, sabihin mo pasensya na" but Krispy Kreme built generosity into their culture.  

The Takeaway for Businesses – Service excellence should be dictated by YOU (the service provider) and not just by your customers. You don't need to wait for a complaint to do something nice for the customer. 

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Get P50 off when you buy a PRODUCTIVE PINOY book online. Free delivery nationwide via LBC. To order, simply click HERE.

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DIFFERENT SALES PITCH FOR DIFFERENT CLIENTS

It was painful for me to watch an insurance//investment agent try to sell to a thankless prospect. I was trying my best to mind my own business, but can't help but notice the two ladies in their 30s sitting near me in Starbucks. They probably went to the same school and met for this transaction.


"At what age would you like to retire?" the agent asked.

The client sipping her Frappuccino as if she didn't hear her. (Maybe she had no plans of retiring.)

"Ok, maybe when you're 60?" The agent smiled.

Without saying any word, the client's facial expression said it all, "What's with the questions?"

The agent took her calculator and started computing – you can feel the awkward silence between them.

"I just want to get it over with", her body language showed while waiting for the agent.

The polite agent continued her routine, and asked more questions. This time medical in nature. She filled out the forms while the client gave her answers – reluctantly.

"Did you ever have asthma?" 

"When I was a baby." The client replied.

"Do you still remember what age?"

"Baby nga!" [Client now a bit irritated...]

A few minutes later, I stood up because I had to go. No clue what happened next.

Selling can be a pain. But you can still avoid these unpleasant situations when you alter your approach. Yes, selling is hard, but it can be fun, interesting and rewarding too.

THERE ARE TWO KINDS OF BUYERS

1. For some, 'buying' is a chore
Whenever you need medicines, all you have to do is to go to a drugstore counter with a prescription. As long as the service is quick and accurate, you don't need much pleasantries. The shorter I can get out of the drugstore, the better it is for me.

Many clients prefer that you simply provide what they need. "Just tell me how much to pay, where to sign, and make sure to answer my call in case I need help. No, I'd prefer for you not to explain everything to me right now. Make it hassle free for me today, I'll be happy to do business with you tomorrow or for the long haul."

They want it smooth, quick and straight to the point.

2. While for some, they expect 'buying' to be a great experience.

They want to enjoy the process of buying and to feel good about their decision.

When you're in a car dealership, you don't just point and pick a car. You pick the right color, ask about the engine, and go for a test drive. You take pleasure by smelling the interior of the brand new car in display. It's about the experience.

The Takeaway: Know what your clients prefer. Then approach them in the way they would want you to. Many times it's not just about the obvious. (not just about the price, discounts or added features that you can offer) And the only way to find out is to ask the right questions and to listen intently.

Some may need persuading, while others may have been decided to buy even before you met. (So convincing them further will do no good, but will come out as irritating) 

You can provide a 'buying experience' that's smooth or one that's truly memorable.   

You don't need to use 'the same sales pitch' to two different clients.  

–

My business partner and Sales Coach, Mr. Bob Barcebal, will conduct another run of "Win in Your First 30 Days in Sales Workshop" this coming Saturday, October 26 @ The Malayan Plaza Hotel. This is ideal for entrepreneurs, freelancers, and sales professionals.

We're glad to witness this learning session into becoming one of the most in-demand sales seminar in Manila. For more details or to register, visit: http://tinyurl.com/winoct26

  

   

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EVERY ATTEMPT IS A STEP CLOSER

OMGPop is an online game maker that's about to run out of money and close its business. They've made 34 games – none of which was profitable enough to keep them going.

Until eight weeks ago – when they launched an online game called "Draw Something." It's like Pictionary for the iPhone.

People began downloading the game. They shared and played it with friends. Thousands of drawings were posted on Facebook and Tumbler. After 35 million downloads, it certainly became a huge hit.

Zynga (makers of Farmville & other hits) noticed, and became highly interested of the company. After a short negotiation, Zynga bought OMGPop for 180 Million.

Before the acquisition, Charles Forman, the founder, had $1,700 left in his bank. The next day, he made more than 22 million from the deal – a fortune he didn't expect.

It would have made sense to quit after 10, 20 or 30 attempts, but they continued to create games anyway.

The Takeaway – Consistently do your best. Every attempt is a step closer to a "huge hit." Persist. One day, it will payoff.

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SELL WITHOUT SELLING

Recently, my partners and I started a new training firm. (We help organizations improve their productivity, bring out their creativity and increase their sales)

Every Friday, we grab some donuts and coffee and discuss ways on how we can run our business effectively. 

One of our recent topics was the implementation of our 'Sales calls'.

We've agreed on one main thing – We need to sell 'without really selling'.

Here's what we came up with:

1. Focus on helping people rather than just closing the sale.

You don't want an aggressive or pushy salesman. Somehow, we need to show you (our clients) that we are here to help you – and that we're in it for the long-haul. We know you're smart! – You'll know if someone is just after your business.

This is challenging, but it's the right thing to do for our customers. 

2. Respect and value the time of our prospective clients.

How we present our services will show how much we care. A long presentation isn't always better. Our sales call will need to be short, sweet and enriching. We need to design it really well. 

[Tip : a superior 1-hour presentation will take at least 30 hours to design]

3. Be generous.

The "old marketing" was about taking from people. But we believe that being generous will pay better – It has always been better to give than to receive. 

That's why instead of selling to you right now, we've decided to give first. It may be a free book, a complimentary seat in a seminar, or a preview session – we believe that if we remain generous – sooner or later – it will pay off. (in direct or indirect ways)

In today's economy, organizations who are willing to give freely – will thrive.

4. We need to differentiate our promise. 

At the end of the conversation, the question remains... 

"Why hire us?" 

That's what we intend to answer! 

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DON'T AMBUSH. CONNECT INSTEAD. #smartselling

You were walking around the mall on a Sunday to unwind, relax or take a break. From afar, you see a booth, but you don't have a clue what it's about.

"Sir, my name is Bobby. I'd just like to take two minutes of your time" a well-dressed rep respectfully asks you.

You have three options – look sideways and turn a blind ear, say yes and endure what he has to say, or offer a sincere "I'm sorry, I need to be somewhere" excuse.

Two minutes is short. Why do people say NO?

Here's why – People hate being ambushed. (No matter how sincere you are or the cause is.)

They want to feel good about a contribution, a donation or a purchase. 'Disruption' won't do the trick.

How to fix it?  

Connect, even without saying words. Make the 'booth' interesting enough to strike a conversation with strangers. Bring a real panda or a sea turtle if you have to. Emotional connection enable ideas to spread. (You want me to feel for those creatures right? And it will cost P12,000/24 months?)

Make it "their idea" or "own initiative" to approach you. This way, you won't need to ask. Chances are, they'll give you more than the two minutes you were asking for!

What do you think?

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Get P50 off when you buy a PRODUCTIVE PINOY book online. Free delivery nationwide via LBC. To order, simply click HERE.

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