Logo: Glance

The Upside: Killer Sales Tips

18 posts categorized "Tips"

March 01, 2013

Can I offer a survey after my Glance demo?

FRKsmMany of our customers have taken advantage of the ability to customize the pages their guests see when they come to a Glance demo.  For example this financial firm or these email marketing folks.  After all it's your brand you'd like your business partners to see, not ours. 

But did you know you can also customize the message your guests are left with?  Or even direct them back to your website for more information?

 

Recently we were contacted by our customer Pharma Advisors who provide sales and marketing solutions to the pharmaceutical industry.  They had  a post-demo survey they wanted to offer.  

Pharmaa_survey_smThey'd built the survey using the Salesforce platform, so survey results went directly into Salesforce.com, further extending the integration between CRM and Glance.  

With a simple customization, after the demo ended we could redirect the visitor to the survey. We were also able to pass information like the salesperson who gave the demo.  

You could create a post-demo survey with any Salesforce integrated tool like ClickTools or Survey Force, or using a stand-alone survey provider like SurveyMonkey.

Give us a call if you'd like to set up your own post-demo survey, or if you have any other ideas about what you'd like to leave with your prospects or customers at the end of the conversation!

November 07, 2011

Easy Drawing Tool for Mac Users

We know that many of our users would appreciate being able to draw on their screens during a Glance session.  While this is not a current feature of Glance, it can easily be integrated with free software.  We've done some research, and discovered a tool for Mac users called OmniDazzle made by the OmniGroup.  Just like Glance, OmniDazzle is always on, always ready, and available in an instant.  

OmniDazzle takes a spot in the Menu Bar right next to Glance, with which you can choose different tools.  While some of these are more of novelties than tools, they don't interfere with the usefulness of the product.  

With the "Scribble" feature selected, you can start annotating with a simple hotkey ctrl-1. Numbers 1-4 can be used for different colored pens.  ctrl-` (backquote key next to 1) immediately erases any marks and puts you back in control.  That's it!

Screen shot 2011-11-09 at 10.43.56 AM

Another feature of OmniDazzle is "Focal Point" that calls out whichever window is active.  The background is faded out while your active window is highlighted with a blue border.  You can't miss it.

A "Zoom" feature can magnify any spot of the screen up to 2x by drawing a quick box around it. Use it to manually call out specific items during a presentation.

Among the playthings are special effects, such as ripple waves, a sonar to detect your mouse, comic onomatopoeia (BIFF!  ZAP! POW!) popping on your screen, a footprint trail, and my personal favorite: Pixie dust.  Your mouse trails a shower of yellow sparkles that glitter your screen.  So, just like a smartphone, OmniDazzle makes for a very useful toy. Enjoy!

-Scott Baker

March 08, 2010

Sales Coaching from My Mother | If You Want Opportunity, You Have to Make It

If you’ve read any of my previous posts you will see a theme of referring to my father. For most of us, “these guys” have a way of impacting our lives.

This Sunday my mother celebrates her birthday, however, I can’t begin to guess her age, as she never has told us. My father was born in 1929, so you might start there.

We grew up in a small house in Kittery, Maine; a street called Love Lane. In that small 4 bedroom, my parents raised 7 kids. I can remember every morning my father would take his lunch pail and walk to the Portsmouth Naval Shipyard while my mother would see to the needs of the seven of us kids.

At that time, I always saw my father as the head of the household, mostly because he would regularly remind us of that whenever we stepped out of line. He didn’t have to say so however, because by watching his work ethic, it was easy to respect him. However, I’m going to put my father aside for the moment, because we all know it was really my mother that ran the joint.

Sales 2.0, sales coaching, sales tips, glance.net Breakfast, lunch and dinner for seven every day, laundry for seven, ironing for seven, grocery shopping for seven, church for seven, sports for seven, doctors, etc. You name it, my mother did it. In fact, she still does.

I compare it to raising three kids of our own and I just don’t know how the hell she did it. 

I recall one day when I was a young boy, standing in her kitchen watching her snap the ends off of about 5000 string beans in preparation of that evenings' supper, asking if all of the work made her tired?

“Tommy” she said looking down at me from the kitchen sink, “Just because you don’t have any food in your stomach, or money in your pocket, doesn’t mean that you have to let the rest of the world know it.” And with that she turned back to her work.

I have carried this wisdom with me throughout my life, including my career.

In the competitive world of sales, particularly hi-tech sales, you will rarely if ever have a boss that cares if you are broke or starving. They won’t adjust your quota down nor slip you a little extra in the next check. Maybe some will -- I’m not trying to say that all Sales Managers are bastards -- I’m just making the point that the mentality is, if you want opportunity, YOU have to make it.

It always amazes me how many sales people make excuses for not making their number, or the calls they need to, or for failing to do any of the heavy lifting that is required to really create opportunity. It’s almost sad really: they don’t see the forest for the trees, and all the success that a simple shift in perspective could bring them.

I am not above this criticism. Trust me there are many times when my Management Team questions a deal and why we didn’t do this or that. I want to give them a piece of my mind, but I don’t.

Instead, I just think of my mother, and imagine all of the chances she has had in her life to quit, or to complain, or to let someone else worry about it, and how she has never given in to excuse-making. Instead, she takes a small sip from her manhattan glass, thanks god for the opportunity, returns to her work, and moves forward.

I think there is something for us all to learn from my mother, especially these days.

-- Tom Scontras, VP Sales & Marketing

March 07, 2010

New Webinar: Reduce Your "Sales Drag Coefficient" with Sales 2.0: Three Keys to Increasing Sales in 2010

REGISTER TODAY for the upcoming webinar on Tues, March 16, 2010 at 1pm ET, 10am PT. In it, you'll learn how Sales 2.0 technologies and processes can help you:

  • Prospect more efficiently & effectively 
  • Have a "killer" opening 
  • Know your "sweet spot" 
  • Focus on leads you can "win"
Join us for a lively panel discussion that will include Glance's own VP of Sales & Marketing, Tom Scontras; Plan2Win CEO, Steven Harper; and VP of Sales at Merrill DataSite, and Founder and CEO of the AA-ISP, Bob Perkins

These accomplished sales leaders will share their unique perspective, insight, and tips on leveraging sales intelligence tools and a developing a revamped sales strategy to successfully engage customers in 2010 with information that's relevant to their current initiatives and urgent business challenges - and in the process increase sales rep performance.

Learn these proven 2.0 techniques and you'll be better prepared to succeed in 2010!
Hosted and presented by the AA-ISP. 

Register for the Webinar! 


-- Carla Gates, Director, Marketing

Follow Glance on Twitter and Facebook for daily Sales 2.0 tips.

February 23, 2010

10 Ways to Exceed Expectations in Customer Service

Customers crave old-fashioned, friendly, and informed service over speed. And there is plenty of evidence that good customer service is positively correlated with a company's financial performance.

In a recent CRM Today survey of 2,000 consumers in the U.S and the U.K., nearly half (49%) said poor service led them to change service providers in at least one industry over the past year.

Here is my own recent Case Study of bad customer service....

I recently moved and needed to transfer my Internet service. Should be simple, right?  Then why did I dread making the phone call?  Although the Account Executive was very friendly, he was unable to make the simple service switch without the aide of a supervisor and 45 minute hold time for me. At the end of the call, he promised me all I needed to do was plug in my modem and it would all magically work. Right. (Sound familiar?)

Skeptical, I went home and plugged in the modem only to find that the magic had not happened. I sighed and uttered a naughty word as I reached to contact my ISP via phone....again. After being disconnected from the call 3 times, and with a total wait time of 23 minutes, I finally reached a "technical expert". He informed me he needed to flip a switch to "talk" to my modem and then asked me to reboot my Mac. I told him I did not want to reboot my computer as I knew it was unnecessary (being in a technical field myself). He tried to convince me otherwise. It felt like he was following a scripted checklist, instead of listening to the me. He argued further with me and only stopped when I told him my Internet access was back up.

Unfortunately, I was reminded how difficult it is to find a company with easy customer service these days!  Here at Glance, we stick to 10 principles of customer service, and have received rave reviews about how we consistently exceed expectations, which translates into loyal customers and word-of-mouth sales:

  1. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Don't make assumptions.
  2. Identify and anticipate their needs. Customers don't buy products or services. They buy good feelings and solutions to problems.
  3. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere.
  4. Help customers understand your technology in as simple a way as possible. Your company may have the world's best technology, but if customers don't understand it, they may get confused and impatient.
  5. Appreciate the power of "Yes". When customers have a (reasonable) request tell them that you can do it. And, always do what you say you are going to do.
  6. Know how and when to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer should always feel like "they won".
  7. Give more than expected, and give the unexpected. Think of ways to elevate yourself above the competition. 
  8. Get regular feedback from your customers. Encourage and welcome suggestions about how you could improve.
  9. Never forget that the customer pays our salary and makes your job possible.
  10. Treat staff well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are.

-- Jo Klos and Carla Gates

Follow Glance on Twitter and Facebook for daily tips on using Glance's sales enablement tool to maximize every conversation throughout your sales cycle.

January 31, 2010

It's Chicken Soup! (yes, I'm talking about screen-sharing)

"Its chicken soup!" That's how my grandmother told you something you were trying to do was (or should be) really easy. Apparently, she thought making chicken soup was easy, and maybe, in comparison to the other more complicated Mediterranean recipes in her cooking repertoire, it was!

These days, I'm the Marketing Director at Glance -- a high-tech start up, that makes the world's easiest screen sharing tool. I'm sure my grandmother would not only say "it's chicken soup!" but she'd be able to use Glance herself (and she wasn't a fan of technology - never learned to drive a car).

Watch our new (really short) how-to video, below, and see for yourself how easy Glance is to use, compared to all those complicated web conferencing services out there that need an IT guy standing by just to get it started. Better yet, test it on your grandmother. And then try it with your prospects, clients, and colleagues, when you do your next sales demo, sales presentation, prospecting, or support call.

Let me hear you say it now, "IT'S CHICKEN SOUP!"

Glance.net, Glance Networks, simple screen-sharing, conferencing, sales presentations, sales demos, prospecting, closing, customer support

Follow us on Twitter and Facebook for daily tips on using screen-sharing to maximize every conversation throughout your sales cycle.

-- Carla Gates, Director, Marketing

January 24, 2010

How Are Your Sales Leads Generated?

Like last week's blog post, this week I'm posting more interesting observations from CSO Insights' Sales Performance Optimization 2009 Survey:

Leadgen, lead gen, sales leads, glance.net, prospecting, sales reps, sales tips, smarketing

If you're like us here at Glance, you'd probably rather have your sales reps spend more time actually selling rather then generating leads, right? The CSO Insights Report goes on to suggest that the best way that Marketing can help Sales find more leads is to improve the company web site. In fact, 54% of Sales reps interviewed in this study, feel their company web site needs improvement!

Marketing: point taken! After all, the first step in any prospects' buy cycle is visiting web sites to research purchase options, hopefully registering (friending, following, etc.) for more information, and therefore, becoming a lead. For prospects, your company web site needs to engage their attention, garner their interest, and make them take an action to become a lead.

What about your company -- how/where do you generate most of your sales leads? How is Marketing helping Sales generate leads?

Follow us on Twitter for more daily tips about effective sales and lead gen.

-- Carla Gates, Director, Marketing

January 10, 2010

Riding Shotgun = Sales Coaching

I'm writing this post from my Blackberry while riding shot gun; my 17 year old daughter, Sophia, behind the wheel earning hours so that she can take the test to join the ranks of the privileged.
 
Many of you have already had the same thought as I have; "shouldn't he be paying attention?"
 
If you have gone through this process with a teenager, you know the answer is clearly 'no'. I'm learning as the father of a 17-year-old; to give space, observe, and only take action to avoid potential tragedy; and I’m not just referring to the driving.
 
Come to think of it, this challenge is similar to coaching fledgling sales professionals; when you have been doing something for so long that its second nature, it’s hard to not comment on every small infraction.

Today I am trying to take my own medicine. Prior to this drive, I asked my daughter to:

  1. Pick a clear destination,
  2. Understand the directions,
  3. Review the various roads which we will travel, and,
  4. If she has questions about challenges we may find along the way; to make sure that we discuss ahead of time.
But once on the road, she owns the deal.
 
So here we are barreling down I-95 South. Sure, there have been a few hiccups, yes, I would rather her not actually turn the car into oncoming traffic, yes, it would have been nice to give the poor old man out walking his dog a few more inches, or possibly things may improve when she understands the that “Yield” does not mean “stop completely”...
 
But that is why I sit here, texting this blog; peripheral vision in overdrive, heart rate pegged, and palms so sweaty I can barely type.
 
I am doing my best to promote a healthy learning environment, without saying it, letting her know that I have confidence in her, to not over coach, so that ironically she can relax.
 
Will I point out later that “Speed Pass Lane” is not for literal interpretation? Of course I will. But I will do that at the right time, not in the middle of “the deal”, not when she needs me most.

Like my daughter, the budding sales pro needs similar guidance:

  1. To explain the value of establishing a clear destination,
  2. Assistance in building a roadmap to keep them focused,
  3. The teaching of required sales skills, and most importantly,
  4. The leadership to build the confidence required to drive revenue in these toughest of times.

When sales coaching, remember to ride shotgun, not drive.

-- Tom Scontras, VP Sales & Marketing

December 03, 2009

Glance Tip: Let Them See Your Smiling Face

No, Glance.net does not provide an official feature for webcam use, but here is a way to do a "video conference" without expensive video conferencing software.  If your computer has a camera connected, there is always a way to wave at your guests. For our Mac users, an easy way is to just load up iChat, click Video at the top bar, and select "Video Preview." For Windows users, you can find a "Video Preview" option from most any instant messaging program.  

"Video conferencing" with Glance.net

As soon as the camera program is loaded up on your desktop and you're running a Glance session, your guests will see your (hopefully!) smiling face!

The frame-rate may not be enough for Monday Night Football, but with our latest Glance 2.5 release, it keeps up about the same as any Skype call you'll ever have.

Give it a try!

-- Scott Baker, Intern

July 21, 2009

Does your web conferencing tool pass the "Mom Test"

Blogger David Coleman, of Collaborative Strategies, writes "My idea is that if the (conferencing) tool is too Read about how Glance's screen sharing tool passes the "Mom Test"!complex, then it gets in the way of the flow of the conversation, and thus inhibits instead of enables collaboration."

For the ultimate test of too much complexity, David believes that it has to be simple enough for Mom to use! And for David, Glance's simple, screen sharing, "quick pitch" tool easily passes the "Mom Test". Read more.