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Newsletter: Volume 1, Issue 2
Summer is flying by and gas prices haven’t really come down much (if at all). Nevertheless, I hope you’ve done something enjoyable these last few months, whether that be taking in a ballgame, going to the shore, even seen a good movie or done some fishing or swimming. It’s nice to get away from work every once in a while, if only to be rejuvenated.
Speaking of rising gas prices, it’s no secret that airfares have increased and security has tightened. As a result, companies are cutting back on travel. Once again, the telephone is being seen as an exceptional sales tool. Not only does it save companies money, it’s also a time-saver. And with people getting inundated with emails these days, calling someone on the phone is an excellent way to cut through the clutter.
Outside Sales Reps
If you’re familiar with sales methodologies, you know that Spin Selling is still very relevant. There are two other approaches I’ve found worthwhile: 1) Question Based Selling (based on the book by Tom Freese, Secrets of Question Based Selling), and 2) Baseline Selling (based on the book of the same name by Dave Kurlan), which uses baseball as a metaphor for selling. I’ve found Baseline Selling to be an especially good read, with some very salient points.
My training comprises all three of these methods, plus the added component of listening. Sure, questioning is important. I call it the science of selling. But listening is paramount. It’s the art of selling.
And those of you who don’t know a walk from a balk could no doubt learn "Listening Based Selling" without having a background in statistics.
Telephone Sales Reps
Which is the best Customer Relationship Management (CRM) program on the market? Salesforce.com? Salesnet (which is now owned by Right Now)? Or insidesales.com?
My experience has been that Salesforce.com is the best. Not surprisingly, it’s also the most expensive ($65/month vs. $60/month for Salesnet and $45/month for Insidesales.com). These programs are internet based, so they don’t bog down your computer the way software programs like Act and Goldmine do.
Customer Service Reps
Some of you may’ve heard the story about the customer service representative at the megastore who knew the value of upselling. One day, he had only one sale. But it was for a staggering $158,762. Flabbergasted by such a massive sale, the manager asked him to explain.
"First, I sold the man a fishhook," the employee said. "Then I sold him a rod and reel. When I found out he was planning on fishing down the coast, I suggested he’d need a boat. Then I took him to the automotive department and sold him our biggest SUV to pull the boat."
"You sold all that to a guy who came in for a fishhook?" asked the boss incredulously.
"Actually," said the representative, "he came in for a bottle of aspirin for his wife’s migraine. I told him, ‘Your weekend’s shot. Might as well go fishing.’"
This is just one more example of the truism that everyone is in sales.
Posted by frank on March 6th, 2007 under Newsletter
