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Insight Into Empowered Sales Training With Kevin Graham!

I think you’re up in around Torrance today, but you’re based in Orange County, which is just up the road Peter and Kevin. I’m doing great John great.

To see ya and Kevin is a speaker, author, Sales Leader, with a proven track record of aggressive revenue growth, and what we want to talk about today is solution, selling wheel tip of the spear stuff, so um Kevin. Why do you think it’s still so important to focus in on? You know tip of the spear or top of the funnel solution selling well, at the end of the day, organizations aren’t buying a technology or a product they’re solving a problem or in a lot of cases, they’re trying to get to a new state versus a current State right and so, and so a lot of a lot of organizations are heading into you know say the latter part.

A lot of them are on calendar year, fiscal years, so having it heading into the latter part, and – and you know, a lot of companies out – there may be panicking a little bit about the numbers are not shaping up the way they they would like them to. What are some of the things that you think companies can and sales teams and sales managers can start to focus on now to really maximize the last part of the year.

It’s a great question. At the end of the day, sales success to me is about process and execution. You know, sales professionals tend to be highly intuitive and that’s not a bad thing, but it is a risk factor because it comes back to process and execution when you get to where you’re. Having struggling with your close rates, it’s typically a problem with qualifying or who you’re aiming for so anytime.

I work for an organization and try to improve their sales success. It’s a holistic approach because it starts to me again just like negotiation starts before the introduction sales success starts before you define your target market and prospecting, so you know, prospecting qualifying and closing those fundamentals, but at the end you need to be hitting on all cylinders Across the entire lifecycle of the sales cycle, but let’s face it a lot of organizations and sales manner and then spa be sales managers in particular get dragged into this.

It’s like okay, you know we’re running towards the end of the year. I’m going to dive into Kevin’s pipeline, but I’m going to dive into his late stage opportunities and I’m going to help him bring them home. I’m going to come in as a super closer and that’s where I’m going to focus how difficult it is it to get people to go back up the pipeline and realize that where they can make a difference and add value was actually in the early stages and Not coming in as the super closer you know, it’s there’s no substitute for experience right.

There’s. I think what separates the superstars are. The ones who’ve been hit by so many buses they’ve refused to get hit by that particular bus again, so they they protect and prevent. At the end of the day, you can still close on stuff. That’s dodgy, I believe, strongly in tools and techniques like a sequence of events and collaborating with the key decision-makers in that kind of communication back and forth, getting a good cadence back and forth so that there’s commitment on both sides throughout the stages and if you have To bring that in at the late stage, you still can, because that’s part of you know not just taking a sound bite off a call but documenting it with a follow-up email and getting their cut back and forth in that process, so that they are invested in The journey yeah and a lot of times, obviously you can you, can track what happens to you later in the process to what didn’t happen early in the process right so, as you say like getting that, cadence together and one of the things as we know, one Of the traps that people fall into is relying on only one or two contact points at a customer point married to that one contact right, it’s it’s a death trap, and yet we all do it.

It’s just. I think it’s human nature to try to have one partner that one coach, but it’s a flawed approach, especially an enterprise selling. I mean the days of one person. Have a signature authority on a large Spanish is long gone. Its consensus buying and you’ve really got to not just engage across the organization of the stakeholders that are effective, but you really need to protect against blind spot.

It’s because again experience helps and you can get taken out by somebody that’s way out and left field because, yes, the old saying goes, they all don’t have to say yes, but just about any one of them can say no yeah exactly, and I think Gardner has Some good statistics around the the average amount of people involved in a buying decision. As you go up, the you know the size of deal, and I think that’s something people should who are reading should just look at those statistics, because it might surprise you you might say well, I have deals of that size and I only know two people involved In the buying decision and they’re on average is eight.

So what are those who were those other six people right? It’s really trying to end, and I think it comes back to pain winner earlier I mentioned about trying to take them to a future state versus the current state. How you energize that and to me executive level. Engagement is done early early in the sales cycle and late late in the sales cycle. When it comes to approval and the rest of the times, you can kind of flood around with the heavy waited managers and directors, but the highlighting the pain and really you know.

Extracting that helping them understand the implication, you’ll spend the implication of the problem. It is really important because that’s how you’re ultimately going to get funding and and get deal approval. So when you work with them and talk with people nowadays in in some respects, the the landscape has shifted a bit and I think people have moved away from some of the fundamentals, because they’ve kind of got sucked into inbound.

Everything is coming in ready, qualified to you or theirs or their. I have this technology where, let’s face it, I could send their five thousand emails prospect emails today and I could sit back and say done my job. So how do ya? How do you help people can’t go back to the fundamentals and realize that it’s still the hard yards account? Well, it’s a tough thing and it’s it’s it’s context, specific so, depending on your selling model, in your specific business solution, where you affect an organization that types of companies you’re going after the fundamentals of conversational selling or psychology of selling and negotiation are always going to Be important in that one and relationship as selling is kind of come and gone with.

It will always always be relevant to have a relationship, but at the end of the day, in today’s world, you really jet to you’ve got to have a strong pipeline. If you’re going to have sales success because deals are going to fall through even the best of deal, sometimes drag-out, I mean technology sales, I’ve seen guys close deals at you know two or three sales people have worked on over a course of years, and you know I should them have fallen off and then finally, the timings right so there’s a lot that goes into doing big deals mm-hmm.

So what is the number one? What are a couple of the fundamental scales that you really reinforce with people that you think maybe there are being a little more overlooked than they should be well. The simplistic level selling is about prospecting qualifying and closing and at the end of the day, you’re trying to relieve pressure in the sales cycle. You’re not trying to be combative with your partner, it’s more of a dance than a knife fight, but I need to manage.

I think all great salespeople are control freaks to some degree, so you still need to manage any set expectations establish a level of communication of partnership in the process, because how many times have you heard a sales rep come back and all excited about a meeting a Week later, they call a prospect to find out where they’re at with it and the prospect, very barely recalls it and having the meeting trying to establish that and there’s a lesson from the like that bone donors.

They try to get you just one small thing get your client to do. One small thing get them to do you a favor one small thing, and that can be a progression that can build on that establishes a two-way, a back-and-forth yeah. No, I totally agree with you it’s that one where they come back, all excited and say fantastic meeting with the client, and you said: okay. Well, what’s the what’s that follow-up? Go I’m going to meet again in two weeks? Okay, what are they doing between now and to two weeks? And then what do you mean? That’s a well.

What action is the is the sell, is the customer or the prospect taking between now and the meeting? Well, none go great. You just got a continuation. You just go them. You just got another lunch date in two weeks you haven’t actually progressed the sale and that’s the old ABC always be closing. I think most people misinterpret what that managers all about. It’s not about lambasting your prospect with an end.

This block of closing questions. It’s about establishing momentum, momentum toward the close and, to your point, I believe, any objective at any point in a sales cycle is the next step. You’ve got to take that next step, so you know the the selling really doesn’t start until it’s time. Machines begin well a lot of times. The tough questions is closing on that step, whatever that isn’t yeah and and realizing the fact that you’re not you’re, operating on the prospects timeframe, so you’re the one who has to introduce some level of urgency into it because it may not be there, it may be There on their side, but it may not be too so.

Sales is a wonderful profession just about anybody, can get in and put the effort and they learn from their mistakes and grow and be successful. But at the end of the day you got to move the client and and that’s there you know you got to help. So you mentioned prospecting, and this is – and this is one thing that they’re you know that still seems to be a struggle and getting even probably more of a stroke because, as I said, people are getting spoiled by this notion of in the bounding fed hot leads And all of this kind of stuff and and backing off of good old-fashioned prospecting.

So what do you say to the people who maybe are neglecting the good old fashioned prospecting? Well, I say that prospecting is like fitness and if you’re prospecting for three hours, every third Thursday you’ll develop neither fitness nor effectiveness. If you decide take on a new fitness regimen and whether that’s walking two miles a day or something more intense, there’s lots of fear, uncertainty and doubt fun little confident we’re the right shoes.

All I forgot my music. Oh, I didn’t bring the right water. Oh, this treadmill sucks, you know at the end of the day, you’ve got to put those distractions aside and commit to the activity, because it’s about productivity results and feedback. If the productivities there, the results will be there. If the productivity is there and the results are not there, there will be mounds of feedback. The marketplace is self sharpening.

You just have to continue engaging, but to be an effective prospector. You need to not find a time but make the time on a regular basis. Yeah and you kind of got to embrace it right because it’s fundamental to what you’re doing and yes, we live in there. Unfortunately, we live in a culture today that celebrates short that doesn’t really and doesn’t really celebrate, paying your dues or putting in the hard yards.

So but you got to realize, as you said, if you want to be successful, you have to not just sort of go. Oh, I got to do my prospecting, but you got to say right got ta, do my prospecting and you have to recognize that the top of the sales funnel is a VIP very messy place. You take any singular activity. It’s tough to tie an ROI directly to that. It’s the old Wanamaker. You know half the money I spend on advertising.

I waste, I use, don’t know which half at the end of the day, you’ve got to commit, and I try to challenge people to have two or three very specific modes, because some people there’s so many social platforms. There’s so many engage, there’s so many ways to connect, have two or three primary and just commit to them, commit to them from an activity and a Productivity standpoint and the results or the feedback will come, and you also may be successful yeah and I think to Your point, though, I think it’s all and it’s always a combination.

It’s never one thing and I think that’s that’s the trap. A lot of people have fallen into, especially with all these tools that have come out where they think. Oh, if I just use this great like prospecting tool, I don’t have to do anything else and you go it’s never that simple. It’s always a combination of activity right and part of that human nature. I think if you look at the usage numbers on a tool, a phenomenal tool like LinkedIn Navigator companies, invest in at an enterprise level, yet very few.

Their sales reps take advantage of the monthly allotments of engagement, and you know at the end of the day, it’s about riding the bike not about when I say which bike yeah. So what are some of the other areas that you really focus in on helping people, and especially with one eye towards the latter half of the year? Well, so you want to close right. There’s lots of leads don’t age well, if you’re taking leads or you’re doing a lame job of engaging and not really just waiting for that thing to kind of self grow, that’s a challenge, but there’s opportunity to re-engage but you’ve got to be passionate.

You know, I believe, rule number one in sales is you got to drink the kool-aid if you’re not passionate and excited about what it is you’re doing how in the world you expected got in the other side of the table. The kid excited enough to make a decision and take action, but I think if you can re-energize, your focus maybe put some incentives out there, whether you’re self created. Sometimes we have to play mind games of herself just a drive through those hours of calls, but at the end of that you can reinvigorate a pipeline.

You just met approach it but very focused standpoint about what you’re seeking and again that’s the next step in the sales process. If you can’t get him to cross that bridge you’re not going to be able to get him to make the long journey ya know it’s. It’s a good point and I think that idea of keeping yourself energized and engaged – I had a great conversation, a number of months back with Santa misguides Kenton Lee, but he said that when he was prospecting right, he said you know.

If I make X amount of calls today and I make three appointments and I’m going to reward myself – we were reading a movie tonight. He goes. If I make you know all of my prospecting calls and I don’t make any appointments, but I’ve really worked hard. I tried I give myself a small reward because I put the effort in and that way it’s not an all-or-nothing. As long as I can look at myself and say I did everything I could tomorrow’s another day, I’m going to repeat it again right and getting some noise here, but oh yeah.

I know it’s you’re good. Hopefully it’s not troubling. At the end of the day, you’ve got ta hit the numbers, and you know you need to embrace it. One guy came out two years ago called the note quote: a look. If every yes is worth a thousand dollars – and it takes you four noes to get to that – yes, then each knows worth a couple hundred dollars. Yeah recognize that thank you for that. No I’ll call on you another time – maybe maybe not, but on the next celebrate that no because you’re never going to get your one.

Yes, unless you average, those four knows you’ve got to embrace the rejection, try to learn from it, but the end of the day. Don’t take it personal, it is always going to be a numbers game to some degree. You’ve got to engage at a competitive level. Yeah and I think that’s the point. I think it is always a numbers game to some degree. As you say, and despite everything, I don’t think that really changes and – and the point is it’s – it’s almost getting harder because we live in such a distracted society where people are so distracted all the time that, even if you do engage with somebody, they may have Every intention yeah, they may have every intention in the world of engaging back with you, but they get distracted, so you’ve got to keep going right and that’s persistence and it’s also being aware right because so many times we’re so busy talking in so many.

You know. Thinking about our own energy, but we’re not attuned to what the customers doing and that could be in a 1:1 conversation throughout the you know, solution selling in the whole gamut of factors, but you need to be cognizant that you’re, not necessarily at the top of the Prospects list, as far as their priorities, you’ve got to find a way to get in front of mine and yeah, and that’s tough.

As you know, I mean it’s really tough, because you want to close your deal and and it’s tough to realize that yeah the prospect. Maybe they really want to need what you have, but you don’t know about the 50 other things that’s competing for your attention. Right now, right, well sig, the late great Zig Ziglar said for every prospect you lose because you’re too enthusiastic. You lose 100 because you weren’t enthusiastic enough – and I know it’s not just about enthusiasm of people – feel when you’re genuine when you’re sincere interested in their problem.

Their solution you can persist and you feel like you’re, knowing them and you’re, leading on voicemails or you’re calling and calling and calling you know you could annoy them at some point. But at some point those emotions start to change. I mean I’ve had prospects where I’ve called and called and called and they’ve told me to stop, stop stop and at some point the time turns and they start to show a respect and they appreciate your persistence and then they give you a true attention.

You know, there’s no there’s no set answer it takes. It takes a grind, something yeah. It does absolutely okay, but we’re bumping up against the end of our time Kevin. But before we go once you get a chance to tell people a bit more about yourself what you do and how they can learn more about you, hey, that’s great John. I really appreciate, but before I do, I just want to congratulate you guys, because I know you’re evolved a pipeline or to a connected yeah Gartner Magic Quadrant.

We were, we were so excited about that it was our first year we applied, we got on it. The first year we got on it in a very prominent position, so we’re pretty thrilled about that yeah. It is a major it’s not just that the analyst kind of perspective, but you know a lot of people, don’t realize that’s measured on the completeness of vision and the ability to execute you guys are very highly rated on your ability to execute and to me that’s That’s what it’s all about in the vision you can pack in as as times go forward, but you’ve got to execute.

You guys are doing that. So it’s great to be associated with you guys. So I have Kevin Graham, have a and Kevin Graham speaks it’s my speaking brand I’ve been a sales training brand. I’ve even got a article brand that we do article for business growth. But if you go to Kevin Graham speaks comm, you can get a free copy of my latest ebook, the the sales success, the power of customer intimacy, which talks about how to really truly understand your customer.

Because that’s you know, as I say, if you, if you bear hug the customer, that not only tell you what the winning hand needs to be they’ll tell you when to play which cards yeah. That’s fantastic, listen, Kevin! This has been great. I hope you have a great rest of the day. Thank you. Everyone for tuning in my name is John Gould and sales pop online says magazine. Pipeliner CRM see all further expert interview really soon.

Thank you. Thank you. John great day.


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Storytelling For Sales Success with Brian Parsley | Sales Expert Insights

My name is John golden from Sarris pop online says magazine and pipeliner CRM, and today I’m joined by Brian parsley, who is in lovely Charlotte North Carolina. How you doing Brian top of the morning to you, Brian’s Irish as well? Well he’s not he’s South African there / American right at this age, I’m American all the way right: okay, so Brian’s a professional career! So he you started at the bottom.

Worked your way up from temporary staffing agencies, you did door-to-door selling and from that you you experienced and founded successful startups, and now you are consulting you, help organizations with sales, optimization and another sales related and leadership related things. Well, I thought we talked about today. Is okay, we’re at the at the beginning of November? A lot of people have, you know, just under two months, left of selling for this year and desperate, trying to close hit their quota or or hit those accelerators.

So closing is obviously a big issue right now. So Brian, when we were talking beforehand we’re talking about the use of how to use a storytelling, can actually increase your your probability of closing. So do you want to talk a little bit about that sure? I think that, as we go here to the end of the year, there’s a couple things we need to make sure we keep in check number one a lot of times. People see the end of the year as time to start pulling back holidays here in America, Thanksgiving and then creative and even overseas.

You stopped Africa as an example. No, you know December till mid-june where things just shut down, and I think that’s a mistake. If you want to have a strong first quarter, you need to end, and at least 10 the momentum going into that fourth quarter. So that’s one day now just want to throw out there yeah just push harder than you’ve ever pushed ever in your life. This sort of thing when you talk about people are looking too close when you talk about closing in a moment, but storytelling in general isn’t necessarily closed concept.

I would, I know from experience, has been this our goal itself. Professionals is not really the cell. Our goal is twofold: number one to connect. I want to be a connector, I’m going to look for ways and opportunities to say: oh gosh, this guy is an insurance agent. Maybe he needs a realtor, this guy’s a doctor. Maybe he needs an insurance agent. So I’m constantly pivoting my my contacts to make introductions to be what they’re nothing your business together is one thing, but I want to be known as the guy that puts them all together if that makes sense, yeah totally that’s why networking events networking not that tricky People go to there and and and and they tend to hang out with other people like them, but but there are great opportunities to meet folks just by going out there trying to connect with other people.

The second thing is: what’s your biggest goal in sales? Well, you might let chop this down. You ready. John yep goal is to manipulate other people. That’s what you’re supposed to do as a salesperson to manipulate, but there’s a little back into that before you start throwing tomatoes at me. It’s manipulate with good intent right and the best way to describe that is, if you’re, a parent. You manipulate your children with good intent and guide that to the decisions that you believe in know in your heart are the most important things for them to keep them safe, ldiots smart as they grow older.

So keep that in mind here as we go forward. You know, I think, it’ll make a lot more sense when we talk about story time. No, that’s that’s great, because one of the things we used to use in in another role I was in with another company, is one of the rules of communication. Is that you know people believe conclusions they come to by themselves and anything you or I can say to them right so part of your job is to guide them to come to those conclusions and, as you said, if you manipulate a good intent or you guide, Somebody to conclusion with good intent, because you know this is going to help them.

Then that’s that’s a good thing to do a hundred percent in you’re dead on. So let’s talk about storytelling, here’s, the fact the fact is facts are forgot. Facts are forgotten. Stories are retold and when you load down the when you look down the prospect or your customer with facts, figures, values and the features of benefits and all that Mister forget it they don’t. You know why, because they really don’t care the business infomercial czar so powerful to do nothing but tell a story.

Don’t your native of tomorrow with it. I’ve never trusted tomato all the way down the tape, but you start reading it go that could happen yeah. I want that yeah because they’re establishing a pain through a story. You live the story by curiously and they don’t talk about the price. They just tell you the story and then you want it, and I also believe that by telling stories it helps people relate now.

Actually, I take it back before I tell you the story part. I want to share with you an example, and this is a real example that happen for me. How do you connect with people? Well, one way to do – and this is going into your answer to the question about November and event year – closing things you have to make sure that you’re connecting with people and there’s a pre called preparation is a big thing that a lot of people need to Get better at mmm what I call rapport investigation before you go meet with your clients.

You want to connect with them. Part of the storytelling is connecting right, so I want to find ways that we can connect together. So how do you do rapport investigation or internet stalking, as it’s known, we of course, that LinkedIn and Facebook, and things like that, and – and certainly I would never say to you that I’m looking up your Facebook right now and go? Oh, my goodness, he loves, he loves Italian food.

Hey John! I like Italian food. Do you that’s creepy yeah? But if I do see like as an example, I’m a freemason and if I saw on your page that you’re part of a freemason group, you know or a club, then then what we call it objects. But then I would look at it and go. Maybe I’ve thrown out a sign or symbol or something anyway be pretty hard to do. The funny handshake go through virtually yeah [, Laughter, ].

So then, but I’ll give you an example. So I was with the financial advisor and we were going on a call to a lady, and this is something I throw in a road kind of show with these folks and she’s, like one meeting this lady’s the third time she’s not friendly, she sees me. I think out of obligation gee, I can’t seem to close her and I don’t know what it is. I’ve done everything that’s like well, let’s look her up on Facebook and sure enough.

It was locked down. I couldn’t see anything but I said, click the about likes and we moved in their lives and they were all kinds of cool things like. I think it was two wall with this and chill all a rescue wow. That’s weird, and I don’t why she just. I have a twat, I do, and I say do is: take a picture of your Chihuahua put it on your desktop right and when we go before we get started just open it up see the manipulation with good show up sure enough.

She opens it up and lady goes. What is that Chihuahua? She is yes, that’s my chihuahua. Now you wouldn’t want to do this. If you didn’t have a, are you serious best friends, they created this report and they were able to push through and then you shelah WA as the common denominator or the story or the vessel and the nice. And so just going to say – and the nice thing about that Brian is that that has that has taken some of the tension and maybe the wall away.

So now you can have a real conversation. It doesn’t mean that you’re going to sell to them or close them just because you have the Chihuahua but you’ve created the best environment. I will tell you this. I always say that you can act professional, but you got ta talk, Fredman mm-hmm, you know like people, people can see through that. I have a 13 year old and I was just telling me the other day. I said her name’s Alexis unless it out you’d have to be careful the way you come across.

I know your heart. I know your intent, but sometimes you come across as an authentic, hey. How are you – and I know, you’re trying to be polite, but it comes across fake itself. Professionals, I see it every day. Do the same thing, not intentionally it’s not their intent, but it’s what people see you have to remember that. You know you know 52d. I think it’s 54 % of communication is nonverbal or 53 and another 38 % is.

How do you say it yeah? So maybe vast majority of our communication aren’t even the words. That’s why stories are so powerful. No there’s five parts to any story, and this is nice. It’s really easy. Once upon a time there was the hero, the hero went on a journey right and on the journey they met a challenge that could be a dragon. It could be her hair, whatever it is mm-hmm, then the hero somehow someway figured out a way to slay that dragon, and then they lived happily ever after mm-hmm.

What’s fun at I’m a hero. When I was a journey by the challenge you know just solve the challenge, then there’s the five parts to a story everybody’s like that everything’s, very just like that, so we say, and every sale is like that. Well, here’s why once upon the time we had a customer very similar to you, they were looking to achieve this output X Y Z, and this is the challenge that they face. This is what we did for them, and now they don’t happily ever after.

So what you do is you create stories around objections? Your costs too high. You had a bad experience in the past. Only use this other competitor. No, we don’t have a need right now. So let’s say we used you in the past and five years ago and and we have bad experience, you know I totally understand. In fact I have a customer very similar to you. Then we’re looking to you know, build what I don’t know what we’re selling but sure we’re looking to achieve and they had a challenge.

The challenge was: we dropped the ball. The challenge was our company failed them, but then I did a little bit of research and I figured out it wasn’t the company. It was that Account Executive, and this is where they dropped the ball, and this is what we did for them, and not only do they love what we put into play, but now there are a loyal customer because they know that not only am I responsible, but I’m accountable for everything that happens within this organization and then so I’m basically saying that won’t happen to you, but the truth of the story, their inner mind.

You know envisioning this so that they’re going to say, oh well, that makes its automatic proof yeah and you’re. Not and you’re not trying to deny that there were issues in the past right. I mean you’re as you you’re, explaining how you learned from those how you overcome them and how you’ll ensure that they never happen again and when you said about you were just saying about the authenticity: that’s more authentic! Isn’t it then saying like oh well? No, you know, we’ve never had issues like that or that absolutely one it’s much or more, that you just say yeah.

We had those kind of issues and here’s what we did to solve it. I you know get more frustrated when I have a problems for where they want to give me the reasons why I’m wrong, when I’m a customer, yeah and or the excuse, it’s not just apologize and move on and take responsibility, and you know I always love this. I say I’d rather take and I work with companies. You know helping them create more loyal customers.

So when the biggest challenges is they ignore or they try to avoid upset customers. In my my I would postulate imma take a a very upset customer over and okay customer, because I think an upset customer and turn them into someone loyal way quicker than a transactional customers a way to defuse. It is to obviously agree with them. Now I’ve used two different examples, but but they both come down to the to the end.

Where I had a lady just escalated up to me, they said, can you please deal with her? She cuts us and screams and that’s like hey. My name is Brian, and so I’m sort of asked me to give you a call and then she let inter and I’m talking about. I don’t think she took her breath for three minutes straight, just yeah. Every other keywords: okay and – and I didn’t say a word in fact – I didn’t even acknowledge service list mm-hmm or anything just quiet and at the end I was quiet even after she stopped and if she thought I hugged up she’s like Hello, that’s like go.

I’m here and she’s like well, what do you have to say about that? And I said I’m silent because I have nothing to say I said I’m. I can’t believe you’re not more upset than you are now when you say that to someone and it comes across something weird. I said: how dare you agree with me? Yes, I can’t believe you’re not more upset than you are, because if it were me, I wouldn’t even have this phone call.

I would just move on right. The fact that you are taking this phone call shows me that you care you care enough, that you want to make sure that you, let us know, and even though I may not be able to save you as a customer, and never what this to happen to Anyone else, in fact, to tell you that this happened one out of ten thousand times it’s irrelevant, because you’re the one and it’s a hundred percent of you and I get that she’s and and then typically what happens when you do that? Not only do you are you telling this story by, you know relleno wrinkle, but but typically they’ll, then back off and say well, what do you think we should do and and in the goal, obviously is to manipulate your customer and I’ll share with you? This other part of the story assist, have you ever gone to a restaurant or store, and you had such bad service such a bad experience that you swear.

You never go there again, oh yeah too many times, but is it plausible that no one else in that organization subscribes to that same belief that that person created four year, meaning that one-off experience could be that individual then yeah we’re judging the whole cup that one? Incredibly important every other, actually you have with the customer every time good and in fact the once entertainment but still get food.

Let’s answer our phones good afternoon, thanks for the food table, yeah absolutely and it’s it and it’s intro because, as you said there is you know if people are upset. If customer you know, if we’ll take ourselves right, if we’re upset with an experienced, what is the one thing that we really want we want to? We want to be acknowledged and we want to be heard right. That’s what we want and when people fail to do that, it just makes you more angry and then you just go away and you say forget it, but if they acknowledge it and they listen to you, then they there’s a chance of rehabilitation and not just that.

As we know, I let me ask you about that particular particular customer. Did they remain a customer and lay one of your loyal secretary or the crisis control guy so when they have an escalated issue, this is a pretty substantial a lot of times. My clients will call me into but again you know feeling like you’re feeling valued appreciated, appreciation as a currency. That’s accepted around the world and and it’s so easy to give, and yet you don’t really share it very often, because I just as an aside on this, because I had an experience recently where I had to follow this was my owner to follow up on something That I, that I thought was wrong and I was really annoyed about it and I called up and the guy who dealt with it.

Walk me. He was really calm. Very friendly, very empathetic walk me through it and then showed me actually at the end that it actually was my fault. What’s that actually my fault, but the way he did it in the end, I was like, oh my goodness, you’re correct. I’m really! Sorry, it’s actually. My fault and I was, and I had started off pretty angry and I’d. Actually, you know maybe being a little less class and denied to say.

Listen, I’m really sorry for snapping at your beginning. I didn’t understand, and I thought I thought you guys were in the wrong. It was actually me and after that I said, what’s your name, he gave me his name and I went immediately and sent a message to his. Yes, exactly snap, so I mean I sent a message because I was like: oh, my goodness, this guy handled that brilliantly he handled it fantastically yeah, but those are four G between typically whether the right or wrong in by the way.

Let’s say they are right. How do we react to respond to customers, even if I know you’re all grace? Yes, you know I have to say. I totally understand how you feel and I would probably feel the same way. I saw it, but you know quite honestly, let me walk you through the process and then let’s reevaluate, where we are and because I want you to be a customer I really did and and so I think that if you’re dealing with people, here’s the other thing, That’s a self professional if you’re going to start a relationship with a new customer here would be my advice.

You tell them. I want you to know John right up front that I will let you down at some point and you know that’s not my hope. It’s not my desire, but I mean human and by me it should be the business, it could be the deliverables, but I will let you down. The difference is, is that you will have my mobile number. You can call me 24/7 and I’m going to solve your problem and I’m going to take accountability as well as responsibility when something happens, because that’s the difference because everybody tries to be like we’re better than them, we’re all you’re, not that special, yeah and and so Tell me a little bit about how so, as you said earlier, so we’re in the situation towards the end of the year.

People are, you know, they’re getting ready for vacations or they’re in parts of the world. Like you know, it’s Ireland’s, the same as like South African that you know you won’t get anything after mid December right people are just switched off, so if you’re, if you’re selling and it’s Thanksgiving or whatever and people are your prospects are going well, you know, let’s Just pick this up in the new year, you know what are some of the ways you can help to make it more urgent that they address the issue this year and they kind of give you a little space.

Well, ironically, we say it’s one of them that people disengage and November all the way through the end of December, because that means they’re not getting hounded by every other salesperson has given up yeah. I see a better window to actually talk to people because in thir maker chances are they work. You know what I might call CEOs in the morning before 8:00 and then in the evening after 8:00. That’s when I reach out – and I coach as CEO of a publicly-traded company and he’s actually just sent me a text before our called said.

Let’s talk tonight at 8:30 Friday, night 8:30. That’s when I got ta talk to her right and, and you have to get into any salesperson – that tells me oh no, after 5:00 is my time. That’s cool enjoy being broke, because this is a different time. Now it’s connected world and you have to be available. They hate you for that, but that’s the truth and yeah. So it should be your question: how do you do that? Well, number one ask you know and if you’re from overseas awesome so call you until I get a restraining order and I’m going to constantly follow up and one of the things that I recommend even an email or voicemail say John.

I try to reach. You can get you, I know you’re busy. I don’t hear back from you. I assume you want me to follow up next Monday and I can show you. I have a guy for 14 months that I did that with and he finally got back with me and he said first, I want you to know. Thank you. I appreciate your due diligence. Second of all, he said it wasn’t you. It really was me, and this is what was going on I’m ready to to me and that’s important.

I have I’ll give you one more job. I want to show you something here. I wan na be careful, you don’t see his name, but this is a CEO that I’m retained. By that you can see the Blues. I think anyway, right that you, hopefully you can get all the best time he’s texted me back, it is was August 26. Was the last time that he texted me back, but I text him tried to reach out here’s the update. He pays me everybody, it’s my responsibility as a salesperson to and now you to give to follow up, and do it not to say well, it’s busy as the end of the year.

You need to call your clients and set it up. Give them that sense of urgency and do it with great. You can’t go in there and be bossy. You have to be subservient, we are but kissers, that’s what sells people are and if you can’t do it don’t do it don’t do the crime, it’s fun yeah. It’s so funny what you just said: they’re back! If you don’t answer this, I presume you want me to follow up Nick, because I get these all the time where I get like three in a row and the third one is seeing, as you haven’t answered.

My last two emails: this is a lot, I’m not going to bother you anymore and I’m like great thanks, but it’s completely the opposite approach. Right call, other people I was actually in cops. Where were we? We were in Charleston South Carolina two weeks ago. These guys Raley guys – and I I want to say, sick, but it’s like this sales process. I’ve ever seen they have a they. Have this young lady, that’s out on the street with a little club dressed up and she’s in a princess outfit.

You know samples of soap and they were selling like so like handmade so different. The other thing she’s enjoy free samples. So so my daughter’s, like oh I’d, love to have some so she’s. All that’s awesome. She make them in house, that’s what, if she’s not might get greasy on your head, why don’t you come in and we’ll wrap it in Mysore box? You take back to the hotel, so this plan. Even me, I’m like it’s really nice and he’s just really guys tours like hey, I need, or they start showing me like the skin care stuff.

Everything by the way was seven hundred and fifty dollars beautiful. It’s working, obviously a target of princes. Given me a free sample, so looking at Israel for the answer and if you’re willing to push through – and you have that confidence, why do I want to be? I want to meet with you for going to pitch me. You want to any value. You want to connect, call me up, let’s meet yeah and by the way I love because we’re bumping up against the end here, but I love that idea of the fact is that yet, there’s probably all around the world and certainly you’re around the states, as probably Salespeople who are giving up saying, oh I’m, never going to get through to Brian.

At this stage you know Thanksgiving is coming up or whatever, and the one piece of advice is to those motivated people listening or reading is yeah they’re clearing the field for you. If you keep you keep trying to talk to you keep trying to get to Brian because of all these other people who’ve quit. You know, guess what you’ve just got a far better chance of being heard. Yeah before I even responded to there, you go we’re pretty well.

Have you did you check your bank account since we started talking so listen Brian? This has been great. Thank you for the insight before we go. If you want to tell people a little bit more about yourself from what you do, that’ll be great. Well, I’m probably the worst myself, but I will say this Brian parsley, which is my website. You can subscribe and I send out a freaking you every week, usually they’re couple minutes all ideas, best practices, all based around sales and customer service.

Excellent. My name is John golden says. Pop online says magazine, pipeliner CRM Brian. This has been fantastic. Hopefully you come back and we’ll talk again soon, love the conversation and see y’all again soon. Thank you.


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Best Sales Advice I Ever Received

So I got a real estate when I was 20 years old. It was 2002 and I was just very, very young. I just gotten out of doing roofing with my father. Actually I was still roofing with my father, because when I got my real estate license, I thought I’m done with that. I’m done roofing.

Now I’m just going to do real estate, so I quit roofing. I did real estate for 30 days, didn’t sell anything of course, and had to go back to roofing and do real estate part-time. So it took me eight months, eight long months to make my first sale and as a 20 year old you know. Eight months is a really long time, especially when you really want something I mean think about it: eight months as a 20 year old wanting to not be roofing and and instead to sell real estate for a living, it was a dream at that point, it was Something that I really there was not a plan B.

There was not a second option. I was going to make it work, but at the same time the pace that I was moving towards that goal at was so slow that almost seemed impossible. They really did. I knew that it was going to happen, but it still seemed so far away during that eight months I just was like. When is this going to happen? When is this going to breakthrough, but I knew that I wasn’t going to stop.

I knew that it was going to be a lot of hard work and I knew that I was going to continue to push through until I made it happen. So that’s what I did. I continue to push through, so my first broker in Gulf Shores Alabama. You know I was the kind of guy I was trying to be a sponge. I was just trying to learn from anyone that would tell me anything. I talked to all the agents at the office asking questions.

You know, how do you do this? How do you do that? What to say here what to do here? How did you do that? You know some of the agents will come in with really big listings to me back then, you know, 350,000 was a big listing and agents would come in with four and five hundred thousand dollar listings, and I would ask them you know: how did you get how In the world, did you do that? You know it just seems so crazy to me at the time, because I was just pounding away and just nothing was happening for me, so I had to just keep on going keep on trying to figure it out.

So at some point I realized that I could look up people’s phone numbers and start calling people okay, I started I turned into a phone call making machine. We actually called it phone call: festivals, yeah. I actually made the name phone call fest, where me, and maybe two or three other agents in the office that were also newer. We would get together in this room like a boiler room kind of situation, and we would just make calls all day call it a phone call fest, you know it made it sound fun.

We’d get in. There would make the calls we laugh. I remember the first time I used the line whenever a seller told me that they would never sell that they were just going to just keep it forever. They were going to die there. I forget what they said, but I responded and – and I said, okay you’re just going to keep it till the building crumbles, and I remember that everybody in that room laughed and laughed and laughed and left.

We had a lot of good times back then just laughs and cutting up having fun and that’s what it’s supposed to be like. It’s supposed to be fun when we do this, but the best advice that ever got was from my broker, because he saw that I was putting in all this work and he saw that. I was really trying and I went through these periods of time that I just became very just not. I was just you know frustrated, I guess you could say I just wasn’t you know.

Was it all the way in it? You know I was just kind of not depressed, but I was just feeling down. You know just just wondering why I can’t you know: do all these cells that all these other agents are doing in the office and my broker saw that I was a very hard worker and that I was moving in the right direction and he came to me And he gave me the best advice that I’ve ever gotten and I still think about it to this day, and so he sat me down.

We had a long conversation and he was asking me about you know what I was doing where I think I was having trouble and you know what what he could do to help me and at some point the conversation. I told him that you know just everybody’s telling me no everybody’s telling me no, no, no, no, no and I’ll tell you why. I think everyone was telling me no here in a minute, but that’s when he looked at me square in the eye, and he said you know what Ricky and here’s the advice he said, no doesn’t mean.

No, it means not right now, no doesn’t mean no, it means not right now and it was like a light bulb went off in my head and I was like wait a minute. You know all these people that are telling me no aren’t necessarily telling me no they’re just saying that they’re not interested right now in doing anything, and so, as I started to think back through all my conversations with prospects and how they said.

No and all this, and all that I started to also realize that the reason that they were telling me no, they tried to get off the phone really quickly or or what-have-you wasn’t because they may not been interested in doing a deal huh. They might have been interested in doing a deal right. Then it was the fact that my inexperience, in my lack of communication skills up to that point, didn’t put me in a position where I could make them feel comfortable with me and connect with them and communicate that I’m here to help you you know what can I do to help you, and so that was the very first step for me towards the relationships over transactions mentality that I have now that’s got me where I am that was.

That was the first moment the when I realized you know something about relationships now, as the story goes on. Of course, you know my rise and fall happened and the fall was because I was focused more on the deal, so I wasn’t 100 sent all in with the people the relationships. What can I do to help you? It was more about you know. Do you want to buy or sell, and during that time in the market it was so easy.

You just say: hey do you want to sell because your property is worth a hundred more thousand than it was last year, and so it was very easy. Everybody wanted to sell so the scripts back, then we’re totally different and you could get away with it because everybody stood to make fifty a hundred one hundred fifty two hundred thousand four hundred thousand you know. So there was so much equity that that that was built up so fast during that period of time that you didn’t really have to twist anybody’s arm.

You know to sell the property to make so much money, so that’s kind of how I got caught into that. You know transactions closings, you know, let’s just do the deal, do you want to buy? Do you want to sell and that ended up being the downfall for me, because I was so caught up in the deals, and I wasn’t even paying attention to the fact that there was a real human on the other side that that I could create a relationship With that would turn into repeat business referrals and referrals or referrals.

So when I lost everything he came back, you guys know the story. I came back and built my business on people not deals, and now I’m to the point where I am now where I can continuously consistently do those hundred deals a year as a single agent. Now, when I came back after working on the oil rig and roofing houses, losing everything came back in the business in 2008. That’s really when I started to realize what, when Berger, was telling me about that when a prospect tells you know, it doesn’t mean: no, it just means not right now and if you have that mentality when you’re talking to your prospects – and you realize you know that, There’s a possibility that this person could do business with you in the future.

They may want to do business with you in the future. They may love you. They may really like you. They may really want to get to know you more to see if there’s even a fit to do business in the future they’re, just not ready right now to do anything when you look at it like that, then so many doors open up when you’re making your Calls your going through your business and you’re following up and you just you’re thinking more about the people and what you could do to help them and and how everything’s going to play out long-term.

Now I did get a comment on the Facebook group. There was a post actually of a young lady who said you know, I’m making all these calls I’m spending money on on the dialer and all this, and you know I have people that tell me that they want to do something in a couple years. But how does that pay my bills right now, and so I’m going to link a article below that? I did about closed deals now. Okay, so you can go there and read that, but the moral of the story is: is that number one? I don’t think this agent has made enough calls to even collect enough data to judge the situation number one, but number two.

You have to understand what I’m saying in terms of okay, there’s going to be people that want to do deals later, two years down the road next month, six months, that’s going to be a paycheck later on; okay. That doesn’t help us right now. However, when we’re doing we’re supposed to do when we have faith in the process and when no closings happen every day and we’re talking to enough people we’re going to find the people that want to do deals today, don’t just think that making the calls is only Going to get you future business, it’s going to get you right now, business as well, and now you’re building your business for now to pay your bills and the future to build your wealth all at the same time.

And that, ladies and gentlemen, is what my philosophies and my coaching program is all about. If you’re new to my blog and you’re, not part of the zero diamond real estate coaching program, it’s completely free, it’s the first completely free real estate, coaching program on the face of the planet, there’s over 20,000 agents enrolled, and so many of them are crushing it And they’re doing this free of charge and all I’m doing is just advising you on how I built my business over the last 17 years.

I’m sharing that with you for nothing and then you guys can take it and go do what you want with it and so many agents so many agents. I have an agent in Texas who found me in November and he’s closed a million a month closed a million a month this year, every month, okay, amazing, I have another in Mississippi first year, real estate, for he just finished his first year in real estate closed A hundred and six deals following my program, so there’s definitely a lot of success stories.

Thank you guys. So much for continuing to grind continue to push continuing to message me right and tell me how it’s working for you and questions. I answer. Every single deal, mine, Instagram, so definitely hit me up there. Let me know what in the world I can do for you guys, comment below. Let me know what articles you want me to make and we’ll see you guys on the next one: let’s go


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