Sales Archives - Page 2 of 4 - Dennis E. Gilbert

13
Apr 18
2

Testimonials and Speaking The Truth

Tags : fake news sales testimonials truth

Not so long ago I was on a telephone call with a potential client. During the call, the client was clicking through some of the features of my website and specifically wanted to see customer testimonials. It causes me to wonder, are testimonials really speaking the truth?

Wanting Testimonials

As we talked on the phone, she was saying aloud the features she was seeing. “Okay, here is your seminar list. Oh and here are your blog posts. Okay and I see your speaking topics. Do you have any testimonials?”

Testimonials are valuable, certainly. They also have their own dedicated page on my site.

I wonder though, are written testimonials, the kind we see on a business web page real?

I don’t mean to suggest that anyone makes them up. Although, of course, someone could, what I question is how authentic these testimonials really feel to the reader or potential customer. Is this written word really speaking the truth?

Similar to references on a job application, would anyone knowingly list a reference that would say something bad, I don’t think so.

We live in a funny World. People cite in a negative sarcastic tone the perceived lack of authenticity related to online data, articles, and social media posts. There is a tremendous social atmosphere (movement?) which many people have labeled as, fake news.

Therefore, it may beg the question, “Why do people believe in testimonials?” How many businesses would display a comment that expresses disappointment with their product or service? Unless it is some paradoxical shift, I believe none. Zero, no one would do that.

Speaking the Truth

Testimonials may be one of the most intriguing inspirations for a call to action. They matter. Every marketer will tell you that. People believe in them. Psychologically, they move people to action. Are they fake news, maybe?

Perhaps the real truth exists in the number of clients or customers served, years in business, or when a friend of a friend provides a real spontaneous and unsolicited referral. I’m not saying that testimonials are fake news. They are probably real on most websites. What I am saying is what makes people so sure.

What did I tell the potential client? I directed her to my testimonials tab.

She was satisfied.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

15
Mar 18
-

Handling Rejection, or Processing the Right of Refusal

Tags : job seekers refusal rejection sales

It is often why people claim they do not like sales. They say it is the rejection. Are you handling rejection in the right way? Is it rejection or really just a refusal of your offer?

We may be living in a cynical world. Some social media channels offer the option for a thumbs up, or a thumbs down. Some posts get many clicks and some get few or none. Harsh comments, nasty or angry posts, and people just looking to pick a fight.

How do you accomplish your best work? What happens when your work is rejected? Imagine if you are not the successful candidate for the job, or the big sale you were attempting to close was given to someone else. What do you do, or how do you feel?

Brutal Truth

Often the brutal truth is that your work, your skills, or your offering is right for someone, it just isn’t right for them.

Another possibility, but much less of a probability, is that they don’t understand your work. Your work was exceptional but they misunderstand it. You were the best candidate but you weren’t compelling enough. Perhaps, they couldn’t make an emotional connection to your offer.

Yet another possibility is that everything was perfect but that they were already leaning towards someone else.

Some of these things are fixable. Some will not matter regardless of any effort or repair.

Handling Rejection

What may be most valuable and most important is that at least now you have an answer. Answers are rare today. The cynical world sometimes clashes with the legal world and while silence feels vain, it is all you will get. Sales professionals will tell you, “The client went dark on me.”

What is the best way of handling rejection or a refusal of your offer?

Say, “Thanks so much, I really appreciate you letting me know.”

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

29
Jan 18
2

Sell Me This Pen And Other Sales Tactics

Tags : money persuasive sales selling

“Sell me this pen,” is a line from the movie, Wolf of Wall Street (2013), starring Leonardo DiCaprio. If you haven’t seen it, I am happy to recommend it. What sales tactics are you using? We all sell, right?

Sell Me

Our telephone rings with an unknown caller appearing on the display, many will skip it.

An unsolicited or unknown email appears in our Inbox and we may just delete it.

A letter arrives in our postal system mail (snail mail) and when we don’t recognized it we may just pitch it in the trash.

On the other hand, we are often known as a society that loves to buy things. Many get direct deposits to their bank accounts from their employer, and likely just as many or more have automated bill pay for home utilities, loans, and other conveniences.

Buying Addicts

There are people who we may suggest are addicted to Amazon, Ebay, or their local shopping venues. It is easy to spend, and for some, it is an enjoyable experience.

If we like to buy, why are we so put off by the telephone calls, email messages, and letters?

For many, it may be that they are not comfortable with persuasive selling. It is the selling process that we’ve become adverse to because of snarky telemarketers, pressure to add a dollar for charity, or to get thirteen records for a penny when you commit to buying one a month at full price for a year (circa late 1970s or early 1980s).

Do we like to buy, shop, and spend our money? Of course, many people do, the difference is the sales process. When we feel pushed, we sense, “this will benefit them more than me,” and we often refuse the offer.

Sales Tactics

What if it were sold it differently? What if we were sold something that answered all the questions (Alexa, Google Home), and helped you achieve your goals, or made you look and feel great?

It seems to me that persuasive selling is worn out.

If so, success then must come from offering to help, not asking someone to buy.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

18
Jan 18
-

Wants and Needs, Which One Will You Get?

Tags : needs sales wants workplace

We often use the words interchangeably. In our real world experiences there is a difference between wants and needs.

This is always important for those who sell and for those who buy.

We may want the most expensive shoes, the coolest looking car, or the house that offers the most luxury in the greatest neighborhood. Are those the things we really need?

About Sales

Chances are good that by now you’ve already become acquainted with the idea that everyone is in sales. Even the people who are not directly in a sales role are really in some form, part of sales. We all sell something. We sell our ideas, our work, and our skills.

It seems that the sweet spot for the buyer is always based on value.

In the workplace, organizations have the right to choose. They can choose between wants and needs. Potential employees are often selling themselves through the interview process, trying to match what they can offer with the highest price. Is that what the organization wants?

The easy answer of course is, sometimes. Sometimes the budget for the position and the expectations are high enough that the employer shops for the expensive, the smartest, and the talent that they expect to propel them higher.

In other cases the organization may shop only for the minimum. They shop for the lowest price and hope to achieve the highest value. Are they ever disappointed? You bet.

Wants and Needs

It seems logical then that we may not always need what we pay for, but in contrast sometimes we may want more than we what we are willing to pay.

This is why price should not come first, but come last. When you find exactly what you need and it is also exactly what you want then you know you are willing to pay the absolute most your budget will allow.

When we start with price, we tend to confuse the wants and needs.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

19
Dec 17
-

Customer Sales Funnel Feels Easy

Tags : abundance complacency funnel motivation sales

Many people make their living in sales. Often those who are not in a sales profession don’t realize how much they sell. I don’t mean quantity, I mean the activity of selling. Do you understand the customer sales funnel?

A sales funnel, also sometimes known as the sales pipeline is jargon for having many opportunities that eventually result in a closed sale. People are always selling. They may be selling their ideas, their thoughts, or an alternative direction.

Large Funnels

For everyone, sales professional or not, having a large funnel or an overflowing pipeline often feels good but it may also be deceptive.

Have some of my M&M’s, I have a five-pound bag.

My apple tree is loaded, stop by and pick some.

We just lost that sale, but no worries there are hundreds more in the pipeline.

Abundance and Complacency

Abundance may cause comfort, and with comfort comes complacency.

What is often not realized or forgotten is the scarcity of abundance. Having a sense of urgency or the realization that the funnel is nearly empty is much more productive.

The customers that you’ve talked to, the ones who have expressed interest, the quote, the sale coming next week, or the special of the month are not guaranteed. A big pipeline, the large funnel, signals that things are coming, until they don’t.

The pipeline is dry.

My funnel is nearly empty.

How do I get more sales?

Customer Sales Funnel

When you have many ideas, it seems like the possibilities are endless, so there is no need to spend energy on ideas. When your email inbox is loaded with new messages, your telephone always buzzing, and people seeking what you have your chance for complacency are much higher.

Five pounds of M&M’s are many, share some, and a loaded apple tree is a great problem, give some away.

Assuming things will always be this easy is a mistake you don’t want to make.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

27
Oct 17
-

Want and Need, What is the Difference?

Tags : customer satisfaction ethics needs sales wants

Is the difference between want and need just semantics? It could be, but if you are in consultative sales understanding the difference may be critical. If you are setting the bar for customer service excellence it has never been more important.

What is the difference?

I want it with four-wheel drive.

I want the biggest engine.

It is common for customers to present with what they want, but do they always know what they need? The basics of delivering exceptional customer service mean that the customer is highly satisfied and hopefully delighted with their transaction. The customer decides, not the vendor.

When the vendor gives the customer what they want, is it the same as what they need? The safe answer of course is, “sometimes.”

Transactional vs. Consultative

The sales exchange at the drive through window of a fast food restaurant most often is not consultative sales.

I want the #1 with a Diet Soda.

I’ll have the big box, hold the guacamole.

Give me the two for $5.

It is a transactional sale and while want and need may still be important, it isn’t nearly as critical. Sometimes it isn’t even our business to know. Suggesting the healthier choice (in your opinion) may seem valid, but it also may not be your business.

Consultative Sales

The other side of sometimes is that sometimes it isn’t. The highest level of customer satisfaction is long-term satisfaction. The customer should understand that what they want is appropriate for their needs.

A commercial grade tool may not be required for the average homeowner. Likewise, a seven-passenger vehicle with a DVD entertainment system may not be what an 80-year-old needs to pick up groceries, even though it is on the lot at a great price and they can pay with cash.

The sales process at a car dealership, with a realtor, or in many business-to-business transactions is often consultative sales. The size, the intended use, product life, and many other variables will condition long-term satisfaction.

Want and Need

Is this all a no-brainer? Perhaps, but the words we chose often have a psychological impact. Our mind-set is important to deliver exceptional levels of satisfaction. When we deliver what the customer wants, and it really isn’t what they need, we might have a problem.

Many people subconsciously search for effortless. They, by nature, like it easy. It might be easy to be an order taker. Closing the sale fast and without debate helps make the numbers, it could also result in a nice commission check, for now.

Businesses with high integrity and ethical standards who are watching lifetime value should know the difference between want and need.

You should too.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

18
Oct 17
-

being right appreciative strategies Dennis Gilbert

Being Right Is Not The Point, Pull More, Push Less

Tags : buying customer service marketing sales service economy

Making your point feels valuable. Sometimes all we want is to be heard. Is anyone really listening? Maybe they are not, because being right is not the point.

We are deeply rooted in a service economy. Things have been shifting for years and they’ve been accelerating since 2008-2009. What is the point?

The point is that in an ever-expanding service economy you must continuously ask yourself what are the service points to your business, regardless of your sector.

Being Right

Too often people and businesses place their focus on being right. They may feel that there is something to prove regardless of the cost. One big problem with this is you have to ask yourself if people will care. Caring is where the value exists.

Most buying decisions, even in business-to-business transactions have a strong emotional component. Logic, which feels important to some, really takes a back seat to emotions.

This is true in engineering, it is true in manufacturing, and it is even true technology sectors. Logically you may be right. Does that mean that anyone will care? Perhaps not when you recognize that buying, starting, or staying is emotional.

Pull More Than Push

Many businesses market through the push. Push the product out, push the concept, push why a buyer should care. Just because you are pushing doesn’t mean that anyone will pay attention. It doesn’t mean that they will spring into action. Most of all it doesn’t even guarantee that they will listen.

Being right is not the point. It never was and it likely never will be. If you are pushing your ideas with limited results, you may have to think differently. Start thinking about how you will pull.

When people are pulled, drawn in, and attracted they’ll follow, they will be more likely to listen, and they’ll actually consider caring.

Being right was never enough. If you want to close the sale, enhance the deal, and earn the respect and attention your product and service deserves, make sure being right is not your strategy.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

03
Oct 17
-

Understanding of Customer Needs and Needing Customers

Tags : margin marketing products sales value

Unfortunately, it is common that something we love changes. Despite the seemingly popular love for a product or service, it is suddenly taken away or changed. Do you know a product or service that should be more understanding of customer needs, instead of chasing things because they believe they need more customers?

There is a lot of push in our society, and I’m a firm believer that we need more pull.

Bigger or Changed?

Here is a great example. How often do you go to the supermarket, places like Wegmans, Weis, or Kroger, only to find it is being rearranged, remodeled, or in some cases rebranded? This is mostly about profit, not about loyal customer convenience.

Interested in some more examples?

There is the website the changes its login, your account information tab, or easy reorder features or location and colors. Not because it doesn’t care about you, but because instead it wants to focus on new traffic.

Have you considered the small restaurant, the mom and pop, that had fantastic food and excellent service until it doubled its seating capacity?

Let’s not forget about the technical sensation at work who gave up the technical job to become the manager instead. Now he or she is trying to understand why the motivation is gone and the work fills meaningless.

All of these scenarios signal the same type of thinking. As people, we often chase what we feel we need. In business, many businesses chase what they believe that they need in order to become bigger, stronger, and better. Does it all work out?

The best answer is probably, “sometimes.”

Understanding of Customer Needs

Here is what is most important, getting bigger, rearranging for more margin, or changing it up to capture new customers doesn’t guarantee anything. If fact, it may create a loss of exactly what brought people in the door in the first place.

Just because change seems warranted, just because someone didn’t like something, or just because it seems like the coolest new trend doesn’t mean it will make anything better.

Remember where you came from and how, follow that lead.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

09
Aug 17
-

Why Responding Is Important For Your Personal Brand

Tags : customer service personal brand responsive sales

Giving an excuse often feels like a good escape. In business, it may mean you won’t get the big contract, you may damage your reputation, and it can easily hurt sales efforts. Being responsive is important for your personal brand. More than that, not being responsive is just wrong.

It seems almost popular or trendy today. Business to business or even friend-to-friend, people often just don’t call back. Today’s business environment might leave the impression that being too busy to call is a signal of success, for many it is just an excuse.

Excuses Are Useless

You get many excuses. Here are a few popular ones:

“Sorry I didn’t get back to you. I’m really bad at that.”

“Things got crazy and no one could make a decision. It just fell off the plate.”

“Don’t take it personal. It isn’t about you, it is about me. I’ve been on overload.”

Always About Relationships

If you’re in business, or even expect to maintain healthy personal relationships you might want to think differently. It may seem surprising, but when I speak with business executives about customer service or sales, the no return email, telephone call, or ball drops are common discussion points.

Here are three things that might help you or someone you know improve:

Find value. Sometimes we feel like interaction is painful. Actually, it is something to be valued. When people respect you enough to attempt to engage, tap into your wisdom, or even sell you something consider the alternative of no communication or contact. The question then might become, “Why are you needed?”
Schedule. If you have to find the time, try planning for it. Return calls at the end of every day or choose to arrive at work a half hour early to catch up on return email messages. In a world of poor response and follow-up, you’ll be a hero. This is always better than the alternative, a zero.
Commit. It is easy to adopt an attitude of skip it everyone does it to me. Don’t allow that to become your excuse. Make a commitment that you will stand above the rest. Plan to return calls or emails within 24 hours or less. Commit to doing it.

Personal Brand

When you consider your personal brand, you’ll never stand out being like all of the rest. You’ll stand out when you are different. Don’t be lazy about delivering exceptional levels of personal customer service. Be the one who returns the call, follows up promptly, and keeps commitments.

Doing nothing or following a poor performance trend may feel accepted or even trendy.

Start a new trend. Stand out. Brand well.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

28
Jul 17
-

Join the Right Group, You’re The Product of Your Crowd

Tags : career groups networking sales

Many people are interested to make some positive changes. Advance their career, learn more, and even earn more. If we are the product of the people we hang around, joining the right group might be important.

There are plenty of snake oil salespeople out there. There are thousands and thousands of people pushing a theory about how to get rich quick, what to say to your boss, or how to develop your career. You might be connected to some of them.

Some of them provide opportunities. Join their group, get involved, and grow. The best of the groups offer positive impact, promote positive actions, and are well founded by people who have the background and experience to create real impact. They walk their talk.

Others might be pushing snake oil, the quick fix, the how to tell off your boss, and how to quit your job today and become rich. They might suggest those who don’t succeed don’t take enough risk, don’t work hard enough, and give up too easily.

There might be some truth in both groups and both crowds. It is tempting to follow our emotions and sometimes those choices are okay, other times a disaster. The hardest part is making the right choice on which group you’ll join.

Groups In Action

I recently attended a networking event. My standard practice is to be sure to meet some new people. It’s a networking event, not a reunion. So I networked and met a few people, most of them great.

I met some others too, watched them work the room, tell their stories, and attempt to sell their oil.

Figuratively speaking, I’m not sure if anyone made a purchase, but certainly, some listened intently. The artisans dropped names, dropped buzzwords, and smiled a lot.

Two people in particular caught my eye. We met. Both told stories. They spoke of high impact success; name dropped, and provided some of their oily theories.

Our conversation was effective for them until I asked a few questions. Then the mood changed, the posture shifted and they made a fast exit.

Right Group

There are plenty of people selling anyone something. Be cautious of the quick fix, the attraction to the fast track and easy street. Telling off the boss and walking off the job is probably never a good idea.

Ask questions and keep this in mind, sometimes it is the answers to the questions that should be questioned.

Join the right group.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

Category Archives: Sales

Apr 18

Wanting Testimonials

Speaking the Truth

Mar 18

-

Brutal Truth

Handling Rejection

Jan 18

Sell Me

Buying Addicts

Sales Tactics

Jan 18

-

About Sales

Wants and Needs

Dec 17

-

Large Funnels

Abundance and Complacency

Customer Sales Funnel

Oct 17

-

Transactional vs. Consultative

Consultative Sales

Want and Need

Oct 17

-

Being Right

Pull More Than Push

Oct 17

-

Bigger or Changed?

Understanding of Customer Needs

Aug 17

-

Excuses Are Useless

Always About Relationships

Personal Brand

Jul 17

-

Groups In Action

Right Group

Search This Website

Subscribe to Blog via Email

Blog (Filter) Categories

Follow me on Twitter

Assessment Services and Tools

Recent Posts

Email Signup

Subscribe to newsletter

Contact Info