Today, all over the world, virtually every salesperson no matter what area they sell in, be it B2B, B2C whatever, makes a promise.
The promise can be a number of things:
Follow up a call.
Make sure the product was delivered at a specified time.
Make sure a proposal was sent on time.
The sad fact is that many salespeople all over the world break those promises and with those promises broken, those customers turn to five of their best business friends and say:
“Did I tell you about the bad service I got from XYZ salesperson?”
To be fair sometimes it’s hard to keep a promise, with so many deadlines to meet, sometimes it just won’t happen.
When this does happen, and it will, and it happens to me, I try and manage my clients’ expectations.
I think the first thing should not do is and hide, be upfront and tell your client you can’t do certain things.
In my experience most clients you deal with care, in fact most people generally care about who you and they want to do business with you.
I think what most clients are trying to figure out is, “Is this guy real?”
I have mentioned this before in previous articles and videos
“Can I trust this person?”
That really is the core to most people that are making salesperson voting decisions, or buying decisions, “Can I believe and trust this person?”
Making promises sets that question up in the mind of your clients.
Promise by all means, but be careful what you promise.
Mike Brunel started mikebrunel.com after being a successful entrepreneur and founder of NRS Media. He co-founded NRS Media in Wellington, New Zealand, expanded it into a global powerhouse in media sales and training, and was eventually responsible for opening offices in London, Atlanta, Toronto, Sydney, Capetown, and Bogota. He has hired hundreds of salespeople around the world.
He made a lot of mistakes when it came to hiring his superstars. Check out his How to Hire A Super Salesperson Each and Every time – It’s packed with tips and ideas on how to hire great salespeople. Don’t ever Hire Bad Salespeople Ever Again. Promise!
I wonder sometimes whether our biggest strength as a business owner founder, eventually turns into our biggest weakness.
I know when I started NRS Media with my amazing partners Doug Gold and Brian Duffy, that at one point we were doing all of the work.
We did everything, sales, presentations, budgeting, sending out invoices, virtually 100% of everything.
Selling was easy.
I think we knew that we were pretty good at selling, and the combination of the three of us was pretty formidable.
We did have a hard time in those early days making that transition.
When we decided to grow the company and pass on that responsibility, we had a difficult time at the beginning and made a few bad hires.
Inbound leads might not be enough.
Why am I telling you this? It’s because I still see many people making wrong decisions with faulty beliefs, they want to be true.
We would all agree that businesses that only have inbound leads, don’t need salespeople, so they try for far too long to keep the inbound leads happening. It’s impossible.
The truth of the matter is this:
The world is always going to need salespeople.
It’s why I get on these videos every week.
I want to help people understand that we are all in sales, and we have to consider that someone in your business needs to wake up every day and figure out how to make the cash register ring or make that outbound call, because it’s vital to lasting success.
Mike Brunel started mikebrunel.com after being a successful entrepreneur and founder of NRS Media. He co-founded NRS Media in Wellington, New Zealand, expanded it into a global powerhouse in media sales and training, and was eventually responsible for opening offices in London, Atlanta, Toronto, Sydney, Capetown, and Bogota. He has hired hundreds of salespeople around the world.
He made a lot of mistakes when it came to hiring his superstars. Check out his How to Hire A Super Salesperson Each and Every time – It’s packed with tips and ideas on how to hire great salespeople. Don’t ever Hire Bad Salespeople Ever Again. Promise!
What do I think is the DNA that makes a great salesperson?
I work very closely with an international sales assessment company based in the US and Canada.
They have measured literally hundreds of thousands of salespeople who work in the salary, and commission environment.
These people are in real estate, insurance, media, and such like.
I have personally used them for my salespeople and for my clients.
Any good salesperson can measure up well in their interview if they are worth their salt.
The challenge is to really know what makes up that person’s DNA when it comes to sales.
Here is what this assessment company believes makes up the DNA of a successful salesperson.
Performance = Talent x Habits x Opportunity.
These are considered the keys to performance when it comes to sales.
Let me explain each one with a tip or two thrown in.
Talent – Can this person actually do the job? Look at skills, education, and credentials. These should always be able to provide some insight into the applicant’s ability.
Habits – Will this applicant really work hard to realise their potential?
I have seen this time and time again where a potential salesperson has all the talent in the world, but if they are not willing to work hard enough to realise that and use that potential there is no way they are going to succeed in sales.
Check habit and work history. While any assessments are excellent and in my opinion are a must, don’t use them in isolation.
It’s important to weigh up the whole process.
Opportunity – This is the third and final trait or DNA that makes up a great salesperson.
Is this person in front of you, a good fit for your organisation?
Again I have been presented with a great salesperson but I know that while they might have all the habits and talent I have to ask the question.
“Do they fit my culture?“
Fitting into a culture helps them transition better, they feel part of the team.
This is often overlooked, and many companies have ended up with an unhappy salesperson and unhappy team.
As per my video.
If you would like a copy of this information, along with what I consider key character traits, that every salesperson should have.
Then feel free to direct message me on LinkedIn and I will send you a copy.
Mike Brunel started mikebrunel.com after being a successful entrepreneur and founder of NRS Media. He co-founded NRS Media in Wellington, New Zealand, expanded it into a global powerhouse in media sales and training, and was eventually responsible for opening offices in London, Atlanta, Toronto, Sydney, Capetown, and Bogota. He has hired hundreds of salespeople around the world.
He made a lot of mistakes when it came to hiring his superstars. Check out his How to Hire A Super Salesperson Each and Every time – It’s packed with tips and ideas on how to hire great salespeople. Don’t ever Hire Bad Salespeople Ever Again. Promise!
What it means to the long term survival of your business?
I was visited recently by a friend who, can I say, is well into her 80s.
Knowing your customer
Once she and I had caught up on all the family news, she started to complain about her local hairdresser. She had not had a great experience recently.
Each week she goes to her hairdresser and gets her hair tended to and has the usual cut and blow wave.
She received some vouchers in the mail from this hairdresser with the offer of a discount for her next visit.
It appears that this might have been a generic promotion that was sent out to this entire business’ database.
As it was scheduled to be used by a certain time, my friend perhaps being a little absent-minded decided on her last visit to this hairdresser to produce these vouchers and ask for a discount on her just-completed visit.
Sorry that voucher has expired
Once the daughter of the owner looked at these vouchers, she explained that they had expired and sorry but the discount no longer applied (a week over).
Well, you can imagine what the reaction was… not good, and as a result, the relationship has now ended even after a couple of phone calls between the two parties.
Value
After some questioning with my friend, we discovered some interesting maths.
She had being going to that to the hairdresser for over 30 years, once a week with an average price of $30.
Give or take a few weeks away here and there, and other activities, I calculated 48 weeks a year for 30 years. This is the math.
Annually – 48 x $30 = $1440.
If you calculate that over 30 years that’s $43,200.
The lifetime value of that client was a whopping $43,200.
The hairdresser had lost a lifetime client over $3.00. (The voucher was for 10% off the visit.)
It makes you think. It might sound a little trivial to fight over $3.00, but sometimes that is all it takes.
It can be argued that it was really a silly reaction on both parties and in the end it could have been resolved.
However these are the little things that can trip many of us up.
Do you know what your lifetime value of your client is?
Mike Brunel started mikebrunel.com after being a successful entrepreneur and founder of NRS Media. He co-founded NRS Media in Wellington, New Zealand, expanded it into a global powerhouse in media sales and training, and was eventually responsible for opening offices in London, Atlanta, Toronto, Sydney, Capetown, and Bogota. He has hired hundreds of salespeople around the world.
He made a lot of mistakes when it came to hiring his superstars. Check out his How to Hire A Super Salesperson Each and Every time – It’s packed with tips and ideas on how to hire great salespeople. Don’t ever Hire Bad Salespeople Ever Again. Promise!
