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7 posts from September 2010

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September 29, 2010

A Sales Manager's Guide to Identifying and Dealing with Sales Winners and Losers | Sign Up for Webinar

Wed., Oct. 13, 2010, 1pm ET (1pm PT)
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You're down on resources and staff. You need to get revenue up - quota is hanging over your head. Everyone needs to pull their weight. You've got a Sales Rep, hired 9 months ago, who consistently fails to make quota. What do you do with him? How much more time do you give them to improve? How much love is enough love?

In this interactive, don't-miss webinar, Anthony Iannarino, Pres. and Chief Sales Officer at SOLUTIONS Staffing, and Sales Thought Leader at www.thesalesblog.com, and Tom Scontras, VP of Sales and Marketing at Sales 2.0 tool provider, Glance Networks, discuss the nuts and bolts of hiring and firing sales reps; specifically the steps to take to get the right rep at the right time.

Come and partake in the debate, and leave with the Top 5 criteria for investing in some, and weeding out others.

REGISTER NOW >>

 -- Carla Gates, Director, Marketing, Glance Networks

September 28, 2010

0 Where, 0 Where Is The Human Support? | Customer Service POV From Glance's Tech Support Manager

What happened to the "0" button on your phone? I mean, it's still there. But in the last few decades, it has lost some of its swagger. It used to be so revered that many referred to it with a sense of wonder. Instead of "zero," they'd say "Oh."

Nowadays we want the "0" button to mean "Out" as in "Get me out of this menu-driven system!" 

Call most companies - a credit card company, cable company, or an insurance company. You'll hear a pleasant voice welcoming you to waste 3 minutes to get the answer you wanted; you know, to better serve you. OK. They don't say "waste." They invite you to press more buttons. "Well," you say, "I just pressed 10 buttons to get here. How many more do I have to press to get what I need?"

And then you say, "0 no, I'm not!" So you don't listen to the menu options. Instead you hit the 0 button. Sometimes you get a human, like in the old days when hitting the 0 button connected you to a human operator. That's what you miss. And really, you don't care if this person has the answer you want, you just want to talk to someone. Support should not be like a vague vending machine: Press 1 if want something salty. Press 2 if you want something sweet.

But wait. Or rather, don't wait. For those in search of the answer from a real live human, I'd like to point you to one of my favorite sites that helps you get a human on the phone. Logically, you'll find it at www.gethuman.com.

You'll see that sometimes all it really takes is a matter of hitting the 0 button. Sometimes you have to hit 00000. Sometimes you have to wait for the prompt. So even in a menu-driven world, there are faster ways to reach a human. When you finally do, then you can feel like "Number 1."

-- Jorge Mestre, Tech Support Manager, Glance Networks

 >> Savvy Call Center Managers have their Agents use Glance to quickly diagnose customer problems and fix them on the spot. Try  free today.

September 26, 2010

"Don't Be That Guy" [VIDEO] | Close the Deal the RIGHT Way

Although outsiders think it’s easy, it’s not; great selling requires intellect, discipline, hard work, and a boat load of courage.
 
At Glance, we get your world, we have lived it, and continue to live it every day; a Sales 2.0 company built on deep Sales 1.0 experience.
 
I guess that’s why we didn’t have to work too hard to come up with “Steve” our fictional Salesman, or should I say semi-fictional.  Most of what you see in our latest set of “Don’t Be That Guy” video series comes directly from our own gaffs; those that at the time were painful, but now, crack us up.
 
So whether beginner or wily veteran, we give only this advice, learn to laugh at yourself, or at least, at Steve. Enjoy.

CLOSING... Don't be THAT guy...It’s quarter end and you’re on the phone negotiating the one deal that will put you over the top. The pressure is on, but you don’t panic. Like thousands of other sales professionals, you fire up Glance to show your final proposal, point out key incentives, and close the deal.

Check out the other videos in our "Don't Be That Guy" series (and pass on to a friend who needs a laugh today!)

September 22, 2010

"Don't Be That Guy" [VIDEO] | When You've Got the Key Decision-Maker On the Line and You've Got 5 Minutes to Demo Your Software!

Although outsiders think it’s easy, it’s not; great selling requires intellect, discipline, hard work, and a boat load of courage.
 
At Glance, we get your world, we have lived it, and continue to live it every day; a Sales 2.0 company built on deep Sales 1.0 experience.
 
I guess that’s why we didn’t have to work too hard to come up with “Steve” our fictional Salesman, or should I say semi-fictional.  Most of what you see in our latest set of “Don’t Be That Guy” video series comes directly from our own gaffs; those that at the time were painful, but now, crack us up.
 
So whether beginner or wily veteran, we give only this advice, learn to laugh at yourself, or at least, at Steve. Enjoy.

Demonstrating... Don't be that guy. Get Glance and demo on-the-fly, whenever opportunity strikes!

Check out the other videos in our "Don't Be That Guy" series (and pass on to a friend who needs a laugh today!)

 

September 21, 2010

"Don't Be That Guy" [VIDEO] | Most Embarassing Cold Call Moments

Although outsiders think it’s easy, it’s not; great selling requires intellect, discipline, hard work, and a boat load of courage.
 
At Glance, we get your world, we have lived it, and continue to live it every day; a Sales 2.0 company built on deep Sales 1.0 experience.
 
I guess that’s why we didn’t have to work too hard to come up with “Steve” our fictional Salesman, or should I say semi-fictional.  Most of what you see in our latest set of “Don’t Be That Guy” video series comes directly from our own gaffs; those that at the time were painful, but now, crack us up.
 
So whether beginner or wily veteran, we give only this advice, learn to laugh at yourself, or at least, at Steve. Enjoy.

Prospecting... Don't be that guy. Warm your cold calls with Glance. Spark conversation and build instant credibility.

Has this ever happened to you? Tell us your most embarassing cold calling moments. Promise, we won't laugh. We've all been there too!

>> Check out the other videos in our "Don't Be That Guy" series (and pass on to a friend who needs a laugh today!)

 

September 16, 2010

Sales Scripts: Would You Like Some Annoyance With That?

I’m a loyal Starbucks customer for a couple or reasons; the product, and the service.  More times than not; both are good.  However I’ve discovered a glitch.

Sales scripts are built to enable engagement through conversations, so they need to be embedded into a natural flow of give and take; not jettisoned through a plastic smile and corresponding tone. Like many of us uptight, type A’s, I have a routine.  My morning begins at Starbucks; Monday through Friday; between 7:20am and 7:30am, that’s where you’ll find me ordering the same thing every time: tall Pike and a Greek Yogurt with honey.

I walk in, stand in line, and watch as each customer orders their favorite drink and moves on. Process, and progress, it’s like printing money – I love it – everyday; everyday, except for Tuesdays that is. Tuesday is when Geoffrey, the way-too-happy barista works the register almost as aggressively as his up-sell-script.

My wife and kids will tell you that I am not a morning person and that to over-engage me prior to coffee can be an unpleasant experience. I think someone needs to tell Geoffrey this before he learns it firsthand. Regardless, I have been going to the same Starbucks, ordering the same thing for years. I know this, and I know that Geoffrey knows this. 

Yet, on Tuesdays, when I step up to the counter, I don’t get the same smile and instant service from him as I do with all of the other servers on any other day of the week.  Instead, I get the “up sell” – every #($&**! Tuesday for the last year:

Geoffrey:  Welcome to Starbucks can I interest you in one of our Pumpkin Spice Latte samples?

Me: That’s ok.

Geoffrey: Ok, can I get a drink started for you?

Me: Sure, I’d like one tall Pike, please.

Geoffrey: Wonderful, and can I interest you in some of our instant Via to take with you to the office?

Me: No, but thanks.

Geoffrey:  How about one of our lovely pastries, bagels, or muffins from our baked good case?

Me:  No thanks.

Geoffrey: We also offer warm breakfast sandwiches?

Me:  Had breakfast already.

Geoffrey: If you would like a pound of freshly ground, your coffee is free?

Me: That’s OK.

Geoffrey: Anything else?

Me:  The Yogurt.

Geoffrey: That will be $4.85, would you like your receipt?

Me: No.

Geoffrey:  I can stamp it and you can return this afternoon for a free tall coffee?

Me: I’m good.

Geoffrey:  You sure?

Me: I’m sure.

Geoffrey: Thanks for coming in.

Now I know Geoffrey is only trying to do his job, but he sucks at sales. Sales scripts are built to enable engagement through conversations, so they need to be embedded into a natural flow of give and take; not jettisoned through a plastic smile and corresponding tone.

Maybe some people ARE that happy in the morning, but not me; which is one reason why I have never, nor ever will buy anything from Geoffrey –  he doesn’t care about me, the conversation is not genuine; and it is abundantly evident that he is more concerned with completing his sales script for corporate, than building rapport with the client – sound familiar? 

So next time you are working with your Inside Sales team, remember my weekly encounter with Geoffrey;  and make sure to stress genuine conversation and rapport as the priority.  Sure you may not get through all of the questions you would like, but at least you will leave the prospect open and agreeable to taking your follow up call; even if it comes early on Tuesday morning, before coffee.

-- Tom Scontras, VP Sales and Marketing, Glance Networks

>> Try Glance to warm up your cold calls - try free for 7 days.

September 14, 2010

5 Tips to Make Your Sales Presentations Come Alive

Just knowing your product's features and benefits doesn't guarantee sales. To sell your product, you've got to create a need in your prospect's mind that can only be satisfied with your solution. When you’re demonstrating your product to a potential client, you’re in a critical phase of the sales process. It’s your one chance to positively impact a prospect. 

Whether in-person or doing an online demo, the best presentations move your audience to take action. As a sales professional, it’s your job to bring your presentations to life and build enthusiasm for whatever you’re selling.

Here are 5 tips to liven up your presentation:

 

1) Be energetic and enthusiastic. When you make the same points for the 50th time, it's hard to feel the same sense of spontaneity, and excitement as the first time. But don't let this happen. Give yourself a pep talk beforehand. Smile while you're talking, even on the phone - your voice will come across as much more positive.

2) Incorporate strong, interactive visuals. Go beyond Powerpoint. Use non-linear techniques like mindmapping instead. Use online tools like Balsamiq for mock-ups, or Dabbleboard for whiteboarding.

3) Involve your audience. Ask questions. Pause often and verbally make sure everyone is on the same page. Mention people’s names in order to grab (and keep) their attention. Something quick like, “As Bob mentioned a few days ago…” (Bob will give you 100% of his attention for the rest of your presentation!) If you are using a screen sharing tool like Glance, allow the participants to use the remote control feature, where they can point to items on your screen as if they were sitting next to you.

4) Ask feedback questions. Asking questions like, “Does that make sense?” during your presentation allows you to find out if you’re on target. If you get a, “no", ask more questions to find out where you went off. And be honest. If you don't know the answer to a question, don't try to answer it. There's nothing wrong with admitting uncertainty.

5) (Perhaps most importantly) If your customer is not in a position to make a decision at the end of your presentation, schedule another call. Come up with a reason to get back in there.

-- Carla Gates, Director, Marketing

>> Try Glance's dynamic demo tool, built especially for Sales Pros, to make your sales pitches come alive.