Idea Sellers

Words of Encouragement Go a Long Way

Clemson's Dabo Swinney received encouraging support for their coming ACC title effort from perhaps the most unlikely of sources, South Carolina Gamecocks' Head Coach, Steve Spurrier. The Clemson Tigers, ranked #25, face neighboring Georgia Tech, ranked #12, for the coveted ACC football title this coming weekend. Young Swinney is wrapping up a strong performance for a first year coach.  

Swinney said "during post-game handshakes following last Saturday's 34-17 defeat at USC, Steve Spurrier offered that he had been in a similar situation several times while coaching at Florida. He said, 'You know what, I lost to Florida State many times, but I'd turn around and go win the conference the next week. That's what's important, and you guys can do it. Good luck to you. Go get it done."

"I thought that was very nice of him, very encouraging," Swinney said. "He didn't have to say that to me, so I appreciated that encouragement." Veteran coach and Heisman Trophy winner Steve Spurrier is a class-act and recognizes the significance of an ACC conference title for all of South Carolina, despite the fact that the Tigers and USC Gamecocks are bitter rivals though playing in separate conferences.

Encouragement is a easy thing to offer. It requires little effort or thought. It does not cost money and can be freely given. It only takes a few moments. It does however, require sincerity. It can make a huge difference to the receiver, often supplying the needed "extra" that people often require in tough situations. In the same manner, it also is gratifying for the encourager, knowing that he may have made a difference in someone else's life.

An act of encouragement, though not an evident component in the sales process, is certainly welcomed on days where little may be going our way. A kind word from a stranger, a prospect or a customer might completely change your attitude and outlook for the remainder of the day. I suggest that we need to be sensitive to the subtle as well as the more pronounced words of encouragement that may fall on us. In the same manner, we need to be generous in our encouragement of others. Who knows, it may be that little "extra" that opens the door of opportunity for you.

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Daniel Sitter
Author

Stumble It!

Superior Sales Managers Defined

The sales environment, like all aspects of the world around it, has changed drastically over time. Though these changes have occurred, selling, at its core, has basically not. Selling, distilled down to its core, can be described as the transference of value from one party to another. Furthermore, selling enables the influence of one person to affect another, ideally in a positive manner. Successful selling is quite dependent upon the mutual satisfaction of respective needs and desires, in a manner that all parties win.

Historically, salespeople have proved themselves difficult to manage. The very qualities that combine to form a successful salesperson are the same traits that make us difficult to manage. Superior, successful salespeople are independent, self-sustaining, self-directing, self-accountable, self-assured, and self-motivated. These traits are obviously self-evident. Wally Amos, of Famous Amos Cookies, once said the "motivation is an inside job." He meant that only an individual can truly motivate himself. So what is a sales manager to do?

The debate over what defines a superior sales manager has been ongoing for years. Despite many varying approaches, methodologies and ideals, I believe that every superior sales manager has at their core, the essence of a superior salesperson. They understand the nature and strength of self. They desire to transfer to their team what has worked so well for them.

My approach to managing salespeople is simple yet highly refined. It consists of three basic elements. Someone once told me that if your management plan is so complex that it cannot be fully explained on the back of a business card, its complexity will eventually ensure its failure. I fully subscribe to that notion. Simple is generally better. The following is my ordered, three-step approach to effective sales management:

1. Inspire
2. Empower
3. Reward

As previously discussed, no one but the salesperson herself can provide her motivation. The sales manager however, can provide both leadership and inspiration. He can project a productive scenario so attractive that the salesperson can imagine herself as an active part of it, striving to create it in her professional life. The manager effectively leads via inspiration. Such inspiration may be defined as the "arousal of the mind to special activity or creativity." Effective sales managers communicate what is possible and achievable. They provide clarity of purpose. Salespeople desire to participate because it is in their best interests to do so. They want to be part of the winning team.

The superior sales manager empowers his sales team by establishing support systems, training, communication tools, technical support, customer service, product specialists, leads, and a direct line of communication to their firm's marketing group. The salespeople know that their manager "has their back" and is their interface to both management and/or ownership of their company. While cognizant of corporate policies and mandates, the superior sales manager purposefully goes to bat for his people. As a result, his salespeople feel empowered like they are "ten-feet tall and bullet-proof." Nothing will stand in their way.

The superior sales manager understands the "carrot and stick" principle. He understands rewards and incentives. He designs and implements a compensation plan that excites his salespeople. He crafts a unique recognition program. Recognition, earnings opportunities and increasing commissions are for what salespeople work. Go ahead; Establish quarterly events to recognize top performers. Make a big deal and show appreciation for a job well done. All salespeople need and want an occasional pat-on-the-back. Do it publicly!

Provide a base of earnings so that the basic financial needs of your salespeople are met. Salespeople will be excited and work tirelessly if they do not have to worry about paying the rent or feeding their family. Provide increased earnings opportunities for performance beyond the expected. Design an escalating commission program that is open-ended, with real earnings potential and pay it out promptly. When salespeople have paid for themselves through their sales efforts, reward them out of the "sales-gravy". They more they earn, the harder they will work and the better they will feel about themselves, their sales manager and their employer.

There is no magic at work here. This simple three-step approach is infinitely practical, easy to implement and easy to monitor. Superior sales managers know how to keep things simple and keep their eye on the ball. A focused sales approach with an inspired, empowered and well-rewarded team is an unstoppable market force. Now that sounds like a plan!

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Daniel Sitter
Author

Stumble It!

Sales, Marketing and Consumer Disconnect

How often do you feel that your company is just not connecting with your customers in an effective manner? Is this disconnect a result of a weak brand image, off-target marketing, poor listening, or do you merely lack the means to communicate with your target audience? Or... could it be that you simply do not employ the most effective strategies or make the necessary effort. Whatever the reason, the symptoms will quickly become evident if your message veers from your expected outcome.

"How do you connect with your customers to keep the relationships alive?" is a question commonly asked by customer service expert Deborah Chaddock Brown. She effectively tells the story of missed opportunity for an area business in her latest article at her blog, Make or Break Moments. Connecting with customers must be forever on the minds of marketers and salespeople alike. Just ask BB King... he is always in-tune with his audience and never takes his fans for granted.

Often, managers devise sales plans which have been carefully crafted, thought-out and revised a dozen times before they feel comfortable executing their strategy. Usually, by then, the parameters upon which the original plan was based have changed drastically, making the revised plan obsolete long before it is released. Over-analysis, indecision and not enough action are usually at the root cause of such failures.

At times, marketers may employ a strategy or campaign that they think is effective and will work well. They then have a kick-off event and allow their program to run on auto-pilot. Many may consider this their "connection" with the marketplace. Unfortunately, as depicted in this short video, customers need far more attention than that. They want a strong connection; to feel important; to be valued. Give them any less and you will certainly lose them.

Salespeople need to narrow their focus and show their customers that they care about them. Connecting and staying connected with customers should be Job #1. Relationships of all kinds are kept alive by communication. The sales relationship is no different.

Marketing: Communicate with Sales and vice versa; being certain to always include the customer in the conversation. After all,... his or her input is always most important.

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Daniel Sitter
Author

Stumble It!

Sales Performance & Compensation Relationship in a Recession

There are two types of business owners:  

1. Those who view their sales team as an asset.          
2. Those who view their sales team as an expense.

Type 2's do not understand the value and contribution of their salespeople. They do not realize that every other function in their company, from accounting to maintenance, is pre-determined by the sales function. If there are no sales, and related profit contribution, there also is little or no operating capital to operate the business. It is a simple model.

In a recession, particularly a long and nasty storm like we are currently experiencing, Type 2's are quick to reduce what they perceive to be a high-overhead item on their balance sheet... cost-of-sales. They want to immediately slash sales commissions, sales expenses and perks for these "non-essential" tasks. This a sure method of losing market position and ultimately experiencing business failure.

"While radical surgery may be financially prudent in the short term it becomes a self-fulfilling prophecy: first sales decline, then performance suffers and finally moral drops, completing the downward cycle" -says Steve Rosen.

What Type 2's fail to realize is that they will ultimately lose all of their experienced and well-trained salespeople and customer service people to new employers. These new business owners are typically Type 1's who will truly value their contribution and reward it accordingly. These owners view their salespeople as valuable assets to their company. 

Stop and think. We all know that many businesses are suffering, revenues and profits are declining and companies are struggling. Running off your sales force by making foolish decisions is operational suicide, both in the short and long term. If you selfishly deprive your salespeople of the means to make a living, a living that they determine by their own selling efforts, you are certainly ensuring your own business ruin.

Get aggressive. Buck traditional thinking. Provide additional selling incentives, training and coaching and watch your sales performers do what they do best...sell.

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Daniel Sitter
Author

Stumble It!

Your Actions Impact Referrals, Directly Affecting Sales

We don't often directly associate our company's policies and actions with sales growth. That is a mistake. Everything your company does has an impact on sales at some level. Whether that effect has a positive or negative impact is a consequence of the choices we make and the action we take.

Burgin Roofing, a local privately-owned company in Columbia, SC is a prime example of a firm that continues to grow because of the policies and actions employed everyday. Their strategies are not revolutionary. They are not complex. They market themselves as "Your Neighborhood Roofer." Their customers cannot say enough good things about them and are happy to provide what appears to be an endless stream of referrals to new customers. Take a look at their service statement taken from their web site:  

"Due to our affinity for quality and precision,
we guarantee exact results with meticulous
attention to detail.

Our highly-trained roofing contractors will
work one-on-one with you to help you make an
educated purchase and decision based on your
individual needs, taste, and budget.

We are dedicated
to excellence; providing you with outstanding
customer service, quick turnarounds, competitive
rates, and your 100% satisfaction."

Three years ago, Stuart Burgin's company provided me a quotation for my new roof. I had received a total of four proposals from established local companies. Burgin's quote was the second highest of the bunch. Upon closer scrutiny, I discovered that they only utilize premium architectural shingles, have dedicated crews with great experience and their existing customers highly recommended them. I chose them for the job and have had no regrets. I happily refer others to them as well.

Last year, my neighbor informed me that he needed to have a new roof installed. I of course, referred him to Stuart Burgin's company. He did his due-diligence and also selected Burgin for the job. While their crew was across the cul-de-sac, I contacted their office and asked if someone might come to my house before they completed their job and replace a broken shingle on a dormer window on the front of my house. Through no fault of theirs, It was damaged by a tree branch in a recent storm. I had no idea what the cost would be, but felt comfortable that it would be small, especially since their crew was already here and I had several spare shingles.

On the second and concluding day of my neighbor's roof job, the crew chief came to my door to inform me that he would take care of my roof issue. I showed him the problem, directed him to the shingles and left him be. Thirty minutes later, he was done and gone; the job well done. Great customer service.

I have not received a bill for that work. They provided a needed service for me at no charge, even though three years have passed since the original installation. What a testament to their reputation for service as well as their pride in their finished work. Why would they want a blemish on a dormer window roof at a prior customer's home to mar an otherwise stellar job? They know the value of a job-well-done as well as the value of a satisfied customer. I will certainly continue to praise and recommend Stuart Burgin Roofing.

Let your policies and actions speak for the character of your company. Such character encourages priceless referrals and steady sales growth, even in today's economic environment.

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Daniel Sitter
Author

Stumble It!

Thank Heavens for This Economic Crisis!

Yes, thank heavens for this economic crisis! You heard me right. I am actually grateful for how it has impacted me. As it turns out, this horrible recession has revealed to me just how deep a sales rut I have allowed myself to fall into. A rut! I am not in any rut! Although that sounds good, and the actual possibility of becoming engulfed in a sales rut is virtually impossible, the rut is, in essence, a reality. The good news is... I have discovered it sooner rather than later. How's that for recognizing the silver lining hidden behind the ominous gray clouds!

Despite my planned intentions, my ardent selling efforts to the contrary and some recent sales successes, I unknowingly have arrived at a place that can only hinder my sales progress if left unattended. My previously industry-diverse customer base has proven grossly insufficient at generating enough sales opportunities to thrive upon in this economy. At least I previously thought my selling base was diverse enough.

In reality, my customer base is now revealed to be horribly top-heavy with regard to the automotive industry. Recently, I have been working with numerous Tier 1, 2 and 3 suppliers to the major car companies, many of which provide goods and services to each other. Right now, many are idled, some are closed and some are operating at significantly reduced capacity. Not very good news. Although my selling diversity extends to the food processing industry, pharmaceuticals, chemicals, plastics, power generation, bio-tech and others, those various industries combined make up a mere 45% of my base. That market positioning carves a deep rut in the current economic road. Yes, it is now time to expand my comfort zone once again and further diversify.

How does one accomplish this? What action steps are necessary?

1. Take inventory of my customers. What shape are they in?
2. Where is most of my income currently derived?
3. As is, what are the prospects of both sustaining current sales levels and experiencing sales growth?
4. Define my short and long term sales and profit expectations.
5. What industries are thriving? What do I have to offer these industries?
6. Focus on "Green," cost-savings and error-proofing manufacturing strategies.
7. Assess my goods and services offering? Which are most unique and most profitable?
8. Prioritize my offerings by value, uniqueness and profitability.
9. Match these key, profitable goods and services with select targeted customers.
10. Design a sales plan for penetrating these accounts.
11. Filter my action strategy by "Green-ness," cost-savings potential and error-proofing customer operations.
12. Take immediate action. 

These action steps are actually an ongoing process and must be revisited at least monthly.

Some people may just complain. Some will blame the economy for their woes. Others may accept their situation and frantically await better days. Some will continue with their current strategy and hope for different results. Still others will hope that things will simply get better soon. The fact is, your attitude and actions will determine your stress level and economic gains or losses in this currently turbulent business climate. Do you think this 12 step agenda might help? If not, what is your action plan?

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Daniel Sitter
Author

Stumble It!

Salespeople Forged by Fire

Hot fire and pressure forges hard metals in preparation for a tool's function, providing the durability and long life expected. There would be little endurance if not for the conditioning provided by the fire. The heat and pressure forever alter the composition of the metal, enabling it to be far more useful that it would be otherwise. The same is true for people. Be thankful for the tough times. The old adage says "that which does not kill me only serves to make me stronger."  

Sales Manager Mark Maloney states "As everyone knows today's economy presents all of us with significant challenges. Faced with present prospects many companies are cutting back on investments and staff, waiting for the current business cycle to shift in the other direction. As a case in point we have learned that our major competitor has recently decided to make across-the-board personnel reductions, and is likely curtailing sales related expenditures such as promotions and travel to distributors and sales territories.

Conversely we believe that difficult business cycles represent excellent opportunities to lay the groundwork and actively prepare for the better times that lie ahead. Since our philosophy on how we approach such business conditions differs from that of our competitor, we believe it likely that they have made themselves even more vulnerable and that now is an ideal time for us to position ourselves for growth in markets previously controlled by the competition. We are asking that all of our distributors take proactive measures."

There is always opportunity available to us, even in the worst of times. Sales success can often be found in a singular, simple distinction: Is your glass half empty of half full? Today, one Realtor might say that she can barely make a living because of hard economic times while another might be overjoyed because he is in the midst of a buying frenzy and having his best year ever! How's your business? Have you found your opportunity or are you stuck in the well-publicized rut?

Matthew 7:7 states "Seek and ye shall find: knock and it shall be opened to you." Aside from intended spiritual implications, this familiar passage holds extraordinary value for salespeople and business-persons looking for alternate opportunities. Sales success requires ongoing, positive activity.

I remember visiting a metal-working company during a prior recession. Their primary business was manufacturing brass automotive components. Their sales had declined and the economy was forcing the owners to make unusual and difficult decisions. Instead of laying off skilled and loyal employees, they diligently searched for a new market and successfully found an opportunity to provide a new customer with brass handles for fireplace pokers. This new customer "carried" their company until the economy began to improve and their automotive business resumed. They adapted.

Turn off the news, stop whining and get busy. Follow Mark's advice and become proactive. There is plenty of opportunity available, but only if you are earnestly searching for it with eyes and ears wide open! That means constantly expanding your comfort zone through action and education. Persist, move forward and eventually win.

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Daniel Sitter
Author

Stumble It!

Good Salespeople Are Hard to Find

In his latest article for Salesopedia, Mark Hunter writes about the widespread and growing need for effective salespeople and the simultaneous yet inverse policies of many employers that inhibit salesperson's growth and compensation. "I recently read a survey conducted by the employment organization, Manpower. They polled 32,000 employers in 23 countries. The results indicated that the number one position they had trouble filling was not specialized skill such as an engineer or accountant as some would expect, but, rather, sales representatives" states Hunter.

Successfully selling in specialized industries requires not only stellar sales skills but experience and industry-specific knowledge. Employers and salespeople alike need to focus on the salesperson's personal development, selling skills enhancement and their industry-specific training as well.

Long before a company or industry inspires a salesperson, selling skills mastery and ongoing personal development must precede an actual career choice. Success is highly probable for the individual who is properly prepared when opportunity arrives at her doorstep! That preparation later transforms into growth that must continue throughout ones career. Many salespeople and employers make the fatal mistake of becoming so busy working on their business, that they neglect working on themselves. They get "caught-up" in the busyness of everyday issues. Slowly, but surely, this error will catch up with them.

Last week, President-Elect Obama met with four past presidents for an unprecedented "mastermind" lunch session. Napoleon Hill coined that term as he wrote his timeless masterpiece, Think and Grow Rich. He describes a meeting of diverse experts to apply their vast collective knowledge to a desired task. Obama displays an uncanny confidence and demeanor that allows him, despite his own intellect,  to seek the wisdom and counsel of others.  Do you think such an action step, associations and activities might benefit you as well? Who do you associate with? What do you read? Watch? Listen to? 

Sales training and personal development must be forefront and continuous. They must become a regular component of ones life. There is an old saying "if you are not growing, you are dying." Nothing could me more true, especially today. We must continue to regularly expand our comfort zone, both personally and professionally.

Available information is doubling annually. Communication is now instantaneous. The rate of change is a blur! In fact, if your strategy includes a plan to simply keep up, you WILL be left behind. You MUST adjust to a pace that keeps you ahead of the curve. That requires continuous learning, effective personal development and constant expansion of your comfort zone.

Whether you sell products and services for a living, inspire others in any manner or direct operations, you are regularly "selling" your ideas and philosophies to others. You are influencing change. Take charge, and you control your destiny, to do otherwise means that you become a part of someone else's agenda.

Learn continuously. Develop and expand your skills. Pay attention to change and do not become intimidated by it. Dive into into the opportunities before you and see your sales career prosper accordingly. 

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Daniel Sitter
Author

Stumble It!