1. The TLC Factors Trustworthiness, Likability and Convenience
PRESENTER:
Vince DiCecco Your Personal Business Trainer
GlassBuild America Expo September 13, 2017 Atlanta, GA

2. Universal Truths About Selling
“The price at which anything is bought or sold is directly related to the ability of the sales person to sell” – Larry Steinmetz
“People don’t like to be sold, but they love to BUY” – Jeffrey Gitomer
“People buy from people who they like, trust and with whom it is convenient to do business” – YPBT

3. Studies Show…
Far and away, the three things that separate the top 5% of sales reps from all other sales reps are… A. Superior product knowledge and experience B. Ability to ask the right questions and listen intently C. Ability to keep promises D. Unyielding motivation for money E. Selling every day and incredible work ethic F. Having a strong relationship with the customer G. Knowledge of their market and its “players” H. Representing a superior product that sells itself

4. Sales Call = Job Interview
Every sales interaction is where fear meets fear
Ultimately, a buyer will hire the person who will:
Solve / prevent problems
Improve productivity, profitability, efficiency
Reduce risk, exposure, liability
Save them money
Make life simpler; reduce stress
Be easy to do business with
RIGHT NOW!

5. Using the Right One at the Right Time is Key
Probing with Purpose
Using the Right One at the Right Time is Key
Open Probes
To uncover new information
Closed Probes
To confirm understanding
“What if…?” Probes
To explore options

6. Adopt a Bicycle-Built-for-Two Mentality
Pilot / Captain
Steers
Warns the stoker of turns, obstacles, etc.
Stoker
Provides propulsion
Trusts the pilot

7. Adopt a Bicycle-Built-for-Two Mentality
During every sales conversation
Front seat
“Steers” the conversation
If SR occupies it: Ask mostly closed probes to confirm information -or- “what if…?” probes to explore options
Back seat
Provides “propulsion” to the conversation
If SR occupies it: Ask mostly open probes to uncover new information
What’s the right ratio? Who takes which seat?

8. Adopt a Bicycle-Built-for-Two Mentality
Do your sales calls look like this?
Or like this?

9. What’s Your Customer IQ?
Do you consistently…
Ask new contacts, “How did you hear about us?” and record and analyze their responses?
Make it a point to get feedback from first-time customers and invite them to have their name, contact info and preferred method of contact added to your database
Ask, “Why did you choose to do business with us today?” and record and analyze their responses

10. How we spend our time communicating vs. formal education in each skill
Listening
Speaking
Writing
Reading

11. of Listening Patience Paraphrasing Observable body language
Who, what, where, when, why, how, how often, how much…
Empathy
Echoing
Record key ideas

12. What to Listen for…
“The Need Behind the Need” Before introducing any features or benefits, ask enough questions to have a…
CLEAR
Specifically what is relevant to the client
Why it’s important
COMPLETE
All needs and circumstances uncovered
Priority of importance
MUTUAL UNDERSTANDING
Confirmed with the prospect

13. Under-Promise and Over-Deliver Examples Where We Typically Fall Short
Our Voice Mail Greetings
“…as soon as possible.”
Delivery Dates
“…3 to 5 days.”
The Draw Poker Peacock
Showing the Full House… when 3-of-a-kind or 2-pair would’ve won anyway

14. Know Your Customer Detailed Information about: The Company
Mackay 66-Question Profile
Detailed Information about:
The Company
The Decision Maker
Personal Background and Education
Family
Business Background and Career Goals
Reputation and Relationships in the Industry
Special Interests and Lifestyle
The Relationship between Customer and You

15. Solicit Testimonials and Word of Mouth Referrals
Referrals: Most frequently mentioned in industry surveys
75% of SRs don’t have current portfolio of testimonials
Ideal frequency to solicit: every 6 months
Plan to ask for them during slow months or just before busy ones
Framed letters “Portfolio of Fame”
Scrapbook of photos of satisfied customers
Third Party coupons on business cards
Thank you phone calls

16. Thank you for attending!