methodsinmotion

Top 7 Traits of Great Inside Sales Professionals

Wed, 04 Feb 2026 15:17:49 GMT

By Marisa Pensa

The most successful inside sales professionals think and act differently than your average salesperson.

What sets them apart?

They have discovered the traits that guarantee selling success and work tirelessly to cultivate those traits in themselves.

In the course of working with Inside Sales Managers from top-performing companies, I have asked them what traits they believe make inside sales professionals great. Here is a compilation of their top responses:

7 Traits of Great Inside Sales Pros…

1. They are fantastic conversationalists and storytellers.

Storytelling not only drives home the more entertaining, real-life examples that help prospects connect the dots on how a product or service could impact their own unique situation, but it also serves to build stronger connections. It helps get past the often transactional nature of a sales conversation.

2. They have excellent phone voices and vary their pace, tone, and volume.

They take the time to rehearse and practice what they want to say and how they want to say it. They make their words sound more interesting by changing their tone and inflection. Using vocal highlights and inserting some purposeful pauses helps the speaker sound enthusiastic and confident while maintaining clarity in their voice and delivery.

3. They are entertaining to talk to.

They make you smile and/or laugh in the first couple of minutes. They know we buy from sales professionals we like. If they sounded like a robot or just pitched a mile a minute without building rapport, they would diminish their ability to succeed. Top inside salespeople tend to be upbeat and radiate a sense of humor, fun, and general positivity. These qualities shine through when speaking with prospects and customers.

4. They are highly organized.

They prepare to win by planning for purposeful calls. Sales professionals who achieve the best numbers quarter after quarter all have one thing in common: focus. They understand what they need to do to be successful and set goals for themselves to achieve that success. They act with purpose in their day-to-day activities and apply laser focus to all aspects of their work.

5. They have no fear of the phone.

Many sales professionals today rely on email as their primary means of communication with prospective buyers. The best ones do not. They know the odds will not be in their favor if they default to email. That’s what average salespeople do. Great inside sales professionals pick up the phone first every time. Doing this not only demonstrates they are real people instead of spam bots, but it also dramatically increases their chances of a successful connection.

6. They are savvy users of technology — without losing the human element.

Most inside sales teams already have a CRM in place. The real advantage comes from how effectively it is used. Top inside sales professionals know how to access call recordings within the CRM, review notes tied to each conversation, and track follow-up activity at a glance.

AI-powered call transcriptions and summaries are becoming more common and can be helpful for recall and coaching. However, the best sales professionals do not rely on AI to do their thinking for them. After each call, they still take the time to document their own insights — why the opportunity is winnable, how the customer is positioned, key objections, and clear next steps — so the CRM reflects both activity and strategy.

7. They combine preparation tools like AI with strong sales instincts.

Today’s top inside sales professionals are resourceful. They use tools such as ChatGPT or Gemini to prepare for calls — researching industries, roles, and common challenges — so they can ask better questions and have more informed conversations.

What sets them apart is not the tool itself, but how they use it. They rely on AI to sharpen their preparation, then trust their instincts, listening skills, and judgment during the live conversation. They understand that technology enhances great selling — it does not replace it.

As you read this list, did any or all of these traits ring true for you or your inside sales team? They may already be ingrained in your DNA, or perhaps a little extra training, stick-to-itiveness, and creativity are required to truly become the best inside sales professional you can be.

Assess what it is you do that makes you effective in inside sales, and continue to hone your craft in areas where you can improve.

Ultimately, the mission in any sales role is helping people do something differently, better, and more efficiently — while positioning yourself as an advisor who truly understands their business.

For independent office products dealers, that mission is also about proving every day that personalized service, smart guidance, and proactive communication can outperform any website or national chain.

Good selling out there!

Who’s Playing Ball? Five Ways to Know Where You Really Stand

Tue, 11 Nov 2025 12:45:00 GMT

What do you use to evaluate which prospects in your pipeline are truly playing ball?

How do you know if they’re engaged—or just being polite?

We’ve all been there: the opportunity feels good, the customer sounds positive, and your notes say, “They’ll definitely order soon.” But weeks later, you’re left chasing callbacks that never come and staring at a website that no one has logged into.

Before we jump into five ways to tell where you stand, let’s take a quick detour to the playground.

Think Like a Kid for a Minute

A few weeks ago, one of my new facilitators, Marcy , shared a story about her daughter, Isabella, that perfectly sums up persistence and clarity in selling.

Isabella, Marcy’s daughter , wanted a pet—and not just any pet, but a dog.

Her first ask? Twelve dogs.

When that didn’t fly, she adjusted: “Okay, how about two cats?”

Denied again, she recalibrated once more: “Then how about a rabbit?”

The jury is still out on the rabbit, but here’s what’s brilliant about Isabella: she knows how to ask, adjust, and keep the conversation alive. She doesn’t walk away wondering where she stands.

If only more salespeople did the same.

Too often, representatives leave conversations thinking they’re “in the running” without ever confirming it. The best sellers don’t guess—they qualify engagement. They know who’s playing ball and who’s just holding the bat.

Here are five ways to know exactly where you stand:

1. Am I leaving this conversation knowing exactly where I stand?

Don’t let vague comments like “We’ll order when we need something” or “I’ll get you the list” end your conversation. Follow up with confidence:

Can you see yourself placing your next order with us?
Are there any concerns with what we put together?
If it were only up to you, would you start working with us?
Am I on the right track for how we can help your office?

We don’t know exactly where we stand unless we ask!

2. Interest is demonstrated by action! Has this customer shown interest through action, as evidenced by another meeting set with you?

A Next Set Time (NST) is tangible proof of interest. You’re not hoping they’re interested—you’re asking if they will talk or meet again to move to the next step. Time kills deals. Always ask for a Next Set Time, and you’ll get an immediate report card to gauge interest.

3. Are they giving me time and information to truly understand their needs?

Customers who make time for you—whether it’s ten minutes or an hour—are signaling interest. They’re investing their attention so you can ask better questions and tailor your approach.

4. Are they sharing specifics that show real engagement?

The more tangible the information, the better: product lists, measurements, specs, employee preferences.

When a customer offers details like these, it’s a clear sign they’re evaluating your solution seriously—not just browsing.

5. Are they giving me access to others—or keeping me at arm’s length?

Access equals opportunity. If your contact invites you to meet others or mentions additional decision-makers, the door is open.

If they block you, try pivoting your question:

“Who else cares the most about this?”

By asking “Who else cares about this?” rather than only “Who else makes the decision?” you’ll uncover others who could still say no.

Sales success isn’t just about having a full pipeline—it’s about knowing which opportunities are truly in play.

Be bold enough to ask where you stand. You may not get your “twelve dogs” every time—but you’ll walk away knowing who’s all in… and who’s just trying to take a quote and compare.

Beyond the Inbox: How Calling Turns Routine Orders into Revenue Growth

Tue, 22 Jul 2025 13:03:20 GMT

In today’s digital-first world, sales conversations are happening more and more over email—and for good reason. Email is fast, trackable, and easy to manage when your day is packed with quotes, order confirmations, and follow-ups.

But there’s a catch: Efficiency doesn’t always equal effectiveness.

When we rely too much on email, we fall into “order processor” mode. We check boxes, send confirmations, and answer questions, but we risk missing the bigger picture.

What opportunities are you leaving on the table by not picking up the phone?

If you want to grow accounts—not just maintain them—it’s time to rethink how you use your inbox.

Inbox Strategy: Know When to Call Instead

The solution isn’t to abandon your inbox, it’s to prioritize it smarter .

Here’s a simple shift you can make: Start scanning your inbox for “ call triggers .”

Not every email needs a phone call, but some do. What if you picked just 1–2 emails per day and decided to call instead of emailing?

Look for emails like:

A customer reordering the same thing they always do
Questions about product specs, lead times, or safety features
New contacts reaching out for the first time
Comments that hint at a bigger project, hiring spree, or office move

These are not “just reply” moments, they’re potential revenue generating moments .

How a Phone Call Can Be Faster (and More Effective)

Pressed for time? Pick up the phone.

In the words of Kipp O’Connell, recently promoted Sales Manager at Airgas in Henderson, Nevada:

“When I get an email request, I don’t respond to the email, I call them. I’ll say, ‘Hey, do you know what project this is for?’ A good chunk of the time the purchaser says, ‘No, not really. I’m not the end user.’ Then I’ll ask for the end user’s info because I need more details. There are so many questions. A lot of it is knowing the products and businesses you’re working with and taking the time for discovery.”

A five-minute call often saves you from a ten-email back-and-forth, and unlocks information that leads to larger, more meaningful orders.

The Power of Picking Up the Phone

Phone-driven reps average 6.8 “quality conversations” per day, compared to just 3.3 via email.  ( cognism.com )

The phone helps you spot ‘Expansion Signals’:

Repeated orders? Suggest bulk discounts or bundling.
New hires? Offer onboarding supplies.
Busy season? Recommend stock-up programs or auto-ship options.
Compliance needs? Suggest safety products, signage, or ergonomics solutions.

Bottom Line: Conversations by phone drive growth and yield twice as many meaningful exchanges , where needs are uncovered and solutions explored.

Practical Strategies You Can Use Today

1. Use the “Before I Let You Go” Technique

At the end of every call, ask:

“Before I let you go, is there anything coming up I can help you prepare for?”
“Before I let you go, are there any upcoming projects where you’ll need extra support?”

2. Use Statement + Question Pairs

Example:

“I noticed you’ve been ordering more ______________ this month, are you stocking up for a project?”
“A lot of my customers are doing more and more online and my goal is to make our site easy for you. Are there any products I can add to your favorites list so you don’t have to search?”

3. Go Beyond the Single Contact

Ask: “Is there anyone else on your team I should be helping?”

This helps you build relationships across the account, not just with one buyer.

Start Prioritizing Your Inbox & Having Conversations that Drive Growth

At the end of the day, sales is about connection. Email helps you keep the wheels turning, but the phone is what helps you move the needle.

If you’re serious about growing accounts—not just taking orders—it’s time to prioritize conversations over confirmations. The next time you’re tempted to send a quick reply, ask yourself:

“Could a call turn this into something bigger?”

Chances are, the answer is yes. And there’s no better time to start than now.

Here’s your challenge for this week:

Pick 5 regular customers you’ve only emailed in the past month.
Call them. Use the “Before I Let You Go” technique.
Track how many new needs or opportunities you uncover.

From First Appointment to First Order: The Recipe for Converting Opportunities into Customers

Wed, 14 May 2025 11:45:00 GMT

Imagine this: You’re baking sourdough bread. You’ve carefully mixed the ingredients, shaped the dough, and placed it in the oven, expecting a perfect loaf. But when you pull it out, it’s flat and dense. What went wrong?

The answer: You rushed the process.

Sourdough isn’t like a quick batch of cookies—you can’t just throw everything together and expect instant results. It needs time to rest, rise, and develop before it’s ready.

Sales works the same way. Too often, Sales Professionals treat a great first appointment as if it should immediately lead to a sale. They overload prospects with too much information, assume initial excitement means commitment, and then simply “follow up,” hoping for an order. But just like great bread, great sales require nurturing, patience, and the right timing at every stage .

So, how do you make sure your sales conversations rise instead of falling flat?

Let’s break it down step by step.

Step 1: Mixing the Ingredients (Following Up After the First Appointment)

The first in-depth appointment; whether in person, phone or virtual, is where the foundation is set—just like mixing the dough. The magic happens in the follow up. This is where we blend the right ingredients and drip market what else your Dealership can do across all categories.

People will remember what they said, not what you said.

Remind them what they said. Recapping the conversation and what you heard from them is key.

�� Example Follow-Up:
"When we met/spoke on (date), you mentioned a couple things that really stood out to me and I wanted to verify I heard you correctly. You had said [customer pain point or need], and what we do differently is [specific solution]. Did I hear you right?”

This ensures they feel heard , reminds them of your value, and keeps the conversation progressing—without just “checking in” or “following up.”

Step 2: Let It Rest & Rise (Strategic Follow-Ups)

A critical mistake in sales is thinking that once you’ve presented your solution, your job is done. In reality, you need to let the conversation breathe— but not go stale . Like sourdough, this is where the magic happens.

The key here is dripping in new value at every touchpoint. Each interaction should reinforce what makes you different and keep the conversation moving forward.

�� Drip in New Value: "By the way, we do deliver using our own employees and uniformed drivers. They get to know the layout of your office and do the heavy lifting for you to take boxes where they are needed. Where are deliveries dropped off right now?”

**If you don’t have this advantage and use other third-party shipping or drop shipping, adjust this to highlight your unique benefits. The key is to drip in a new benefit or even a feature of your website.

Either way, this is far better than checking in or just following up on an order.

Step 3: The Stretch & Fold (Rebuilding Value Over Time)

In sourdough making, the dough is stretched and folded periodically to develop its structure. Similarly, in sales, you need to revisit the customer's needs and pair with how your Dealership can help.

A great way to keep engagement high is by adding fresh value —reminding them of services they may have overlooked or making their experience even easier.

�� Example Script:
"I was looking at the website login we set up for you and was reminded you probably don’t have your full favorites list on our website. I want to make sure we have the exact products you order already set up to make ordering easy. Would you like (name) from my team and me to help duplicate your favorites list and save you a step?"

(If No :)

"Perfectly fine! Keep in mind that’s the type of legwork we’re happy to do to help our customers. You probably don’t get that from (competitor), and it’s truly the type of service that sets us apart."

This isn’t just a check-in—it’s a tangible way to prove your value and make the customer’s life easier.

Step 4: The Final Bake (Closing the Deal)

A well-nurtured conversation leads to a natural close. But even here, the approach should be customer-centric, not transactional .

�� Asking for the Order (Without Feeling Pushy):
"When we spoke (last week/X date), you had mentioned you would probably place your next order around X time. One item you mentioned you order frequently is ___________________. Just curious, how many do you like to keep in stock? How many do you have now? I’d be happy to go ahead and process more of those personally for you so you don’t run out. Would you like for me to do that and help cross something off your list?"

(If they say no :)
"Understood. Are you still planning to order with me when you do need to order again?" )

This keeps the conversation open without forcing the close.

Take the Challenge: The “Sourdough Sales Plan”

Action Step:

Pick one customer or prospect you recently had a first appointment with. Instead of a generic follow-up, map out three strategic touchpoints :

1️⃣ Reinforce Value: What’s one small but meaningful insight you can share to remind them why they engaged in the first place?
2️⃣ Add a New Layer: What’s a purposeful reason or benefit of working with you they haven’t fully realized yet?
3️⃣ Check for Readiness: What’s the right way to bring them toward a confident buying decision?

Test this with just one prospect this week—and see how much stronger the conversation becomes.

Great bread, like great sales, takes patience, skill, and the right process . Master that process, and you won’t just close more deals—you’ll build lasting customer relationships that rise over time.

Your Checklist for Pipeline Momentum & Game-Changing Results

Tue, 15 Apr 2025 12:00:23 GMT

Imagine a pilot preparing for takeoff. They don’t just hope the plane has enough fuel or assume the weather will cooperate or all the gears and instruments are fine. Instead, they follow a checklist—a precise, deliberate process that ensures a successful flight.

Similarly, just as a pilot’s checklist guides them through critical pre-flight preparations, you need your own checklist to navigate the sales process effectively. Whether you’re selling supplies with a monthly or weekly reorder pattern or you have a longer sales process, intentional conversations and smart questions ensure your opportunities move toward closure with fewer surprises.

This excerpt, from our upcoming book Pipeline Momentum for Game-Changing Results by Marisa Pensa and Stacia Skinner, highlights the importance of building and using a “questions bank” to uncover critical information. Let’s dive into how you can use this tool to evaluate the Four R’s: Right Person, Right Value, Right Timing, and Right Pricing.

Why Questions Matter

We all need a bank of qualifying questions to ensure we have the necessary information to advance the sale. For example, consider the “Right Person.” While no one intentionally sets a meeting with someone who can’t make a decision, today’s sales environment can involve multiple decision-makers - especially when expanding beyond general supplies. If you bluntly ask, “Are you the decision maker?” the answer is unlikely to be revealing. Instead, you need to approach with more nuanced questions that get to the heart of decision-making dynamics.

Let’s explore some examples for each of the Four R’s. These questions serve as your pre-flight checklist to avoid shortcuts that can derail your progress later. They’ll help you stay on course and provide clarity when things start to stall.

Questions Bank for the Four R’s

Right Person

Questions for Self-Assessment:

Who am I talking to, and why that person?
In addition to this contact, who else will be involved in the decision-making process?
Have I invited the people with the right responsibilities into the conversation (e.g., technical leads, financial approvers, operational stakeholders)?

Questions for Your Contact:

In addition to yourself, who else typically likes to have their input considered? Should we include anyone else in our next call or meeting?

Right Value

Questions for Self-Assessment:

Who will be better at their job because of how we approach deliveries, service, etc?
Will my solution enable the customer to control costs, elevate employee morale (For example coffee brewers!), impact office culture, or put time back into their day?
Can I confidently detail the impact I will bring to the customer’s business?

Question for Your Contact:

Based on our discussion, what do you think would benefit you most—finding ways to save time in your day or eliminating the hassle of __________?

Right Timing

Questions for Self-Assessment:

What factors suggest this customer has a genuine, significant need that can be addressed with our Dealership?
Do I know when they placed their last order and their typical order cycle?
When they place their next order, will it be from us?
Do you have a commitment that they will in fact order with you next time they order?

Questions for Your Contact:

When was your last order? (whether supplies, coffee, cleaning supplies, etc)
How often do you typically order those products?
Can you see yourself placing your next order with me or on our website?

Right Pricing

Questions for Self-Assessment:

For new investments like a coffee brewer, furniture, or technology, has the customer allocated the necessary funds, and do I clearly understand their funding process?
Do I understand the customer’s budget constraints and how this purchase fits into their financial priorities?
Have I addressed potential objections related to price and justified the ROI of this investment?

Question for Your Contact:

If we’re in the ballpark of what you’re currently paying and can provide even better service, would you place your next order with us?

Similar to a pilot’s pre-flight checklist, these questions guide you through the complexities of the sales process, helping you avoid costly missteps and maintain momentum. If you’re unsure about any aspect of the sale, revisit this list, identify the gaps, and ask yourself what question will bring the clarity you need.

Remember, every flight needs a checklist, and every sale deserves one too. By consistently focusing on the 4R’s—identifying the right person, delivering the right value, aligning with the right timing, and ensuring the right pricing—you’ll navigate your sales journey with precision and purpose. With these qualifying questions in your toolkit, you’ll be well-equipped to land the right results every time.

Five Winning Strategies for Competing with Big-Box Retailers

Wed, 26 Feb 2025 12:30:01 GMT

How can independent office product dealers thrive in a world where Staples, Office Depot, and Amazon hold significant market presence?

The key isn’t to beat these giants at their own game—it’s to rewrite the rules and capitalize on your unique strengths. By leaning into personalized service, local expertise, and agile operations, you can create a “Whole Foods shopping experience without the Whole Foods price tag.”

This article provides actionable strategies to help independent dealers stand out, offering tools to not only survive but thrive in today’s competitive landscape.

5 Winning Strategies

1. Communicate the Value of a Personalized Team

Big-box competitors can’t replicate the human touch. To resonate with today’s customers, emphasize how a personalized team offers support and expertise that goes beyond the simplicity of point-and-click shopping, bridging generational expectations and delivering value that automated systems can’t match.

A proactive team looks for ways to stretch budgets, provide house brands, and put time back into a customer’s day.
Real people answering calls instead of automated systems.
A concierge-level experience, handling special requests and custom orders.

To resonate with today’s customers, emphasize how you can help them save time and stretch their budgets. Proactively identify ways to make their purchasing process seamless.

2. Going Beyond the Doorstep

If you have dedicated drivers, they are far more than delivery personnel—they’re the face of your company. They get to know customers’ office layouts and preferences, delivering exactly where needed, whether it’s a supply room or a specific desk. Unlike big-box retailers, your drivers provide a personalized experience that goes beyond a doorstep drop-off.

Whether you go to market with an inside or outside team (or a hybrid of both), pair this with an inside sales team that acts as the voice of your company, and you have a winning combination of service and accessibility.

Stand out by offering:

Real-time order tracking and proactive updates.
No hidden delivery fees.
Reliable deliveries that aren’t left in bad weather or at risk of theft.
Drivers who get to know the ‘lay of the land’ in your office and place boxes where you need them to go.

Big-box stores can’t match the care and flexibility you bring to every delivery.

3. Use Analogies to Paint Pictures of Great Service

Some customers are conditioned to focus on price and may push you or your sales team to do the same. The more you emphasize price, the more they will too. Winning on price alone means risking losing them for the same reason.

Use the power of analogies to address pricing but paint the picture of service. Here are two examples:

We’re like the Chick-fil-A of office supplies: reliable, fast, and service-focused, offering exceptional service without the premium price—right here in your local community.
Buying from us is like getting a Whole Foods experience without the Whole Foods price tag: Premium quality and care, but without the premium pricing.

If these examples don’t resonate, choose your own—maybe Starbucks, Wegmans, or another place where people pay a premium for great service. The point is to emphasize that your customers get that same exceptional experience, but without the premium price. Notice we avoid phrases like “lower prices” or “meet or beat.” Instead, we focus on delivering an outstanding experience—oh, and we typically do it without charging more.

4. You Get the Best of Both Worlds

You offer what big-box competitors can’t: the perfect balance of scale and service. Customers get the extensive product selection and reliable deliveries they expect from the big players, but with the personal touch, only a small business can provide.

When customers call, you know their name—and their needs. If they need a fast solution, you can deliver without waiting on corporate approvals or wading through red tape. Your size allows you to be nimble and responsive, while your partnerships ensure you’re stocked and ready to compete.

Position yourself as the best of both worlds:

Big enough to deliver: Access to top brands and reliable delivery schedules.
Small enough to care: Personalized service that builds lasting relationships.

Your customers won’t have to choose between convenience and care—they’ll get both, every time.

5. Meet the Ordering Preferences Across a Mix of Generations

Cater to diverse communication styles across generations:

Veterans / Traditionalists (Born before 1945): Formal and personal. Handwritten letters, in-person meetings, or phone calls. They value respect and tradition in communication.
Baby Boomers (Born 1946–1964): Phone calls and emails. They appreciate direct and formal communication but are comfortable with newer methods like email. Handwritten notes can also be meaningful, particularly for personal appreciation or thanks.
Generation X (Born 1965–1980): Email is highly preferred due to efficiency, but they also value phone calls for more important discussions. They tend to be more flexible in communication styles but appreciate clear, concise messages.
Millennials / Generation Y (Born 1981–1994): Primarily digital—text messages, emails, and social media. They appreciate quick, informal communication.
Generation Z / Linksters (Born after 1994): Highly digital—instant messaging, social media, and text messages are most common. They are more likely to avoid phone calls and Salespeople will have to earn a chance to talk by phone. They prefer visual content like videos or infographics for communication.

Providing a seamless mix of options ensures every customer, and generation, feels valued.

Ready to Stand Out Against the Big-Box Giants?

Independent office product dealers have a unique edge. By focusing on personalized service, fast delivery, and local expertise, you can offer unparalleled value that big-box retailers simply can’t replicate.

Start today: Pick one strategy from this list and commit to implementing it this month. Whether it’s enhancing your delivery experience, or accommodating to the ordering preferences across a mix of generations, focus on what aligns with your strengths and customer needs. Then, track your results, refine your approach, and watch your business grow.

Your next big win starts with one small, intentional change—take the first step today!

Onboarding Excellence: Strategies for Seamlessly Integrating New Sales Reps

Thu, 21 Nov 2024 15:04:38 GMT

Onboarding is not just a checkbox activity.

A well-structured onboarding program does more than welcome new sales representatives; it equips them with the skills, knowledge, and confidence to excel from day one.

Here are some essential strategies to empower your sales reps and drive your business forward.

1. Set the Tone with Culture and Attitude

Start the onboarding process with a clear emphasis on your dealership’s culture and attitude. Whether you're a small dealership or business where the owner and sales manager are the same person, or a larger one requiring more deliberate interaction with top leadership, setting expectations early is key.

Make sure the new hire feels known, not just another number.

**Consider building in your first-week curriculum a session on goal setting.**

Whether your hire is early in their career or seasoned, personal and professional goals matter. Here’s how you can foster this culture:

The owner or manager shares their own goals.
New hires hear from their peers about their goals.
New hires share their personal goals so the team can get a sense of what drives them outside of work, helping everyone understand the personal motivations behind their proactive efforts.

I've personally witnessed how sharing goals can lead to everything from the creation of a charitable non-profit to achieving a “Bucket List” item like riding a Harley on that salesperson’s lunch break.

Sharing goals is like magic and fuels motivation for sales activities when people are clear about what they want.

2. Capture Best Practices from Your Elite Salespeople and Specialists

Capture the best practices of your top salespeople and specialists through video clips.

Consistency is key, and short, 2-3 minute video clips can ensure new hires receive the same high-value tips and insights from your best performers, without needing to coordinate busy schedules. These peer-to-peer videos can help new hires grasp what works from those already succeeding, saving time and adding long-term value to your onboarding process.

A small investment in merging the clips with music or visual polish is minimal compared to the logistics of gathering everyone in a room at the same time. This approach ensures a consistent, professional onboarding experience.

3. Capture Client Success Stories

Help new hires learn at least five key client success stories. Stories provide credibility, demonstrate value, and build trust with customers. A new rep won't have their own stories yet, but they can learn others'. Capture impactful stories from other reps, using a simple format:

What was the client’s problem before?
Why did they change to your dealership?
What impact did your dealership have?

These stories can be shared through team meetings or video clips, giving new hires valuable tools to gain confidence early. When I started my business 20 years ago, I didn’t have my own stories either. I had to learn from others, study their wins, and share those stories until I had my own. Teach your team to do the same.

4. Introduce Technology Early and Often

From learning your CRM and ERP solutions to incorporating tools like ChatGPT, AI platforms, and virtual meeting recording software, guiding new salespeople to learn these tools early will fuel your onboarding process and enhance productivity.

Technology is no longer optional for sales teams—according to Salesforce, 79% of salespeople say their role depends on tech tools.

Assess tech aptitude early in onboarding by:

Observing how quickly new hires engage with digital tools and systems.
Asking them to build email templates or proposals directly in the CRM.
Guide prospecting efforts, follow-up tasks, and pipeline updates in the CRM. If this isn't happening, is the issue a lack of discipline or know-how?
Is your new salesperson taking notes and do they have screenshots to guide them vs. relying on memory alone?

Encourage hands-on learning from day one to ensure they become proficient with the essential tools that will drive productivity.

5. Foster a Culture of Coaching and Development

Creating a culture of coaching and development is critical for long-term success. Set expectations for regular interaction between managers and reps, focusing on the following:

Consistent 1-on-1s with managers to review progress and challenges.
Pipeline reviews to assess prospecting efforts and sales activities.
Review of recorded virtual meetings (e.g., Zoom or Teams) on a weekly basis.

Fostering career development and continuous coaching positions managers as catalysts for helping their teams grow. Regular coaching also ensures that managers refer back to the goals set on Day 1, keeping reps aligned with both personal and professional growth.

As Gary Hoover wisely stated, “Nothing is a more powerful agent for attracting and keeping talented people than a clear vision, especially if the organization is living that vision and achieving its goals."

It's important to tie your onboarding program back to those personal goals. Revisiting goals reminds your new hires of their purpose, what drives them, and how the dealership can help them achieve those aspirations. From the start, your reps will feel connected and motivated to push forward, knowing their growth matters to the dealership.

Set Reps Up for Long-Term Success

Are you looking for a program to help onboard your new hires? We can help! Check out our two new courses that are coming soon!

With a structured roadmap unique to the supply industry, engaging role-play exercises, AI powered flash drills for memory testing, and continuous coaching, your new sales reps will feel empowered to hit the ground running.

Unlocking Sales Success: The Ultimate 4-Step Guide to Expanding Categories

Tue, 16 Jul 2024 11:45:00 GMT

Think about the last time you got a call or email from a vendor. Did it look like it was sent to a group or specifically to you? If it was a phone call, did your Representative quickly connect the purpose of their call with why they called YOU?

Personalization.

It’s the key difference between sounding generic like everyone else or demonstrating you’ve put thought and purpose into the call.

Whether you’re calling about workplace safety, furniture and design, or packaging and shipping needs, if we want to expand on the categories the customer is already buying, then the key is to quickly answer:

● Who am I calling?

● What do they already buy from us?

● Where are they buying what I’m calling about?

● What motivates the person I’m calling in their role?

● What’s in it for them to pause and talk today?

To help with personalization, the layout below represents a four-step roadmap to guide you through having these conversations smoothly and effectively.

Step 1: What Prompted Me to Call

Initiating a call or conversation with a clear and honest reason helps set the tone for a transparent and purposeful interaction. Start by explaining why you’re reaching out and what prompted the call.

Here are three examples of what that could sound like:

● After doing some research I noticed…

● After reviewing the items, you wanted me to quote, I noticed…

● I was thinking about you and wanted to share a couple of ideas with you. One trend we are seeing in other similar facilities….

You are the expert and the key is to quickly personalize why you called them.

Step 2: Vendor /Product

After explaining the purpose of your call, introduce a new category that aligns with the customer's needs or preferences. This should not feel like a hard sell but rather a thoughtful suggestion based on what you know about the customer.

Here’s an example of what you could say:

“We are partnering with (vendor) to help our customers who do _________ and wanted to bring this to your attention.”

Here, you’re not just pushing a product; you’re presenting a solution that fits the customer’s business, demonstrating that you have listened to and understood their needs.

Step 3: Three Questions About the Past, Present, and Future

I hear too many calls where a new category is introduced and then the Representative quickly offers to send information. (Dead end) The key in this next step is to engage the customer in a conversation by asking questions that help you understand what they are doing now and their future plans. In any sales process; whether for supplies or furniture (two very different sale cycles), seventy-five percent of time should be spent learning and asking questions.

Furniture Example Questions:

(A tour may also answer the “present” questions naturally)

Past: “What have they done in the past when you have added space/expanded?”
Present: “What is the culture of your office and how do you collaborate now? What spaces have you created to do this together in person?”
Future: “What future needs will they have?”

These questions can help you dig deeper to gather information that can further personalize your recommendations.

Step 4: Making a Micro Commitment and Setting a Next Set Time

Interest is demonstrated by action. That action is often in the form of a commitment to talk or meet again. Always ask for a “Next Set Time” to meet or talk again. You took the time to pre-call plan and call with intention, end every interaction with a clearly defined micro-commitment from your customer.

The bottom line: Websites, the power of AI and a host of other tools for the savvy sales professional are all key to success. At the same time, nothing does or will-replace the value of a personalized and intentional two- way conversation with your customers to expand on what they are already purchasing from you.

Take the 10 Call Challenge:

Challenge your team (or yourself) to pick ten customers and make intentional category growth calls following this roadmap. Out of 10 calls, can you or your team convert at least two of those to “NST’s” with a micro-commitment. Create a little office contest to try to do just that. Cheering you on and good selling and leading to you!

The Coach’s Guide: 5 Signs You Are Spinning Your Wheels

Mon, 03 Jun 2024 12:00:04 GMT

It’s easy to know when we are “spinning wheels” as a salesperson; no callbacks, no responses, getting ghosted, and so on. But how do we know if we are “spinning wheels” as a sales manager/coach?

This was an interesting perspective I heard from a manager during a recent training session that made me pause to consider this issue from a management point of view.

Sales managers play a pivotal role in guiding their team members, providing feedback, and fine-tuning strategies to optimize performance. However, despite their best intentions, sales managers may sometimes find themselves unknowingly "spinning their wheels" when attempting to coach or manage a particular team member. This blind spot can hinder progress and lead to frustration for both the manager and the salesperson.

But, how do you know when you’re spinning your wheels, and then once you realize you are what should you do next?

5 Signs You’re Spinning Your Wheels

No Implementation of Your Suggestions: After 2-3 scheduled 1 on 1’s you’re still not seeing any of your suggestions or recommendations being implemented.
Resistance or Disengagement: Your team member appears disinterested or resistant during coaching sessions.
Lack of Progress: Your team member’s performance fails to improve despite repeated coaching efforts. They don’t self-correct what they can improve.
Lack of Ownership: They wage war using the blame game. For example, delivery issues, service issues, etc. They don’t take ownership and there is a lack of self-responsibility.
Low or No Activity: Based on the model A x E = R (Activity x Efficiency = Results), your team member is lacking effort in one area (Activity) which is 100% in their control.

If you’ve seen one or more of these signs with any of your team members, it’s a red flag, and here’s what you should do next.

Time for a candid conversation.

These discussions serve as pivotal moments for realignment, reflection, and proactive steps toward positive change. Here are key talking points and a framework you can use to guide the conversation.

The Coach’s Talking Points for Candid Conversations

State your intention.
Share your observations.
Engage the team member.
Share what will happen if there is no change.
Why is it worth it for them? Energize them with a long-term view!

As managers, we’re very good at sharing our observations (#2) but often fail to share the intention (#1) behind the observations.

Let’s run through an example based on a team member having low or no activity.

Intention: Alex, my goal for you (and I know your goal for yourself) is for you to thrive in your role here, hit your goals, and get compensated for what you deserve for your skills and talents.

Observations:

I've noticed and as we have discussed before your activity dropping. There is a proven formula for the level of activity it takes to hit goals and I’m seeing a trend in the drop to your activity levels. You have mentioned you need X number of meetings based on your appointment to close conversion ratio and that is right on pace with others in our company.

Engagement:

I'd like to hear your perspective on what might be contributing to the decline in your sales activity. What are the challenges you are encountering that are impacting your activity levels?

Consequences of No Change:

Alex, I have the unique position of seeing years of reps push through these slumps and thrive but also I’ve seen times when there is no change and the impact. Sales will start to drop (even though you may not feel it right now) and you will be on a rollercoaster of results and not make the money I know you have stated you want to make.

Why It's Worth It:

I firmly believe you have the potential to turn things around and excel in your role. By increasing your sales activity and actively engaging with prospects, you'll not only improve your performance but also position yourself for long-term success and advancement within our company. I’m happy to get out in the field (or on the phone) with you more, invest in training and/or mentoring with someone else or anything else that you see would better equip you for success. What can I do to better support you? What is your next step to turn this around and amp up your activity level?

This conversation framework emphasizes understanding, support, accountability, and the long-term benefits of improving sales activity, aiming to energize your team member while addressing performance concerns constructively.

Stop Spinning Wheels and Start Empowering Your Team

Be a catalyst for helping your team experience more success and career fulfillment. Cheering you on as you coach, manage, and equip your team!

Don't Let Anyone Look Down Upon You Because You Are Young

Mon, 06 May 2024 12:00:01 GMT

It was 20 years ago that I signed the dotted line and opened my business.

I was 26 at the time. Can you relate having also started out young in your career?

I remember questioning whether I was too young to start a business or if I had enough experience. Despite being certified to deliver proven programs, I doubted whether anyone would hire me.

But what I lacked in experience I made up for by surrounding myself with wise counsel and a boatload of activity.

I threw myself into the world of entrepreneurship with determination and a willingness to learn. I sought guidance from seasoned professionals and absorbed every nugget of advice they generously shared.

The first couple of years were filled with early mornings, late nights, and endless hustle. Hmmmmm, come to think of it, not much has changed…. though I have learned to recharge my batteries more often (More on that in #4 below).

In a world where age is often equated with experience, young professionals may find themselves facing doubts and challenges as they navigate their careers. However, the scriptures say, "Don’t let anyone look down on you because you are young." This was an anchor for me, especially in the early early years!

Being young doesn’t mean lacking capability or insight; it simply means having a different perspective and a unique set of strengths to offer.

Here are five encouraging tips for young business professionals:

1. Embrace Mentorship:

Mentorship can be a powerful tool for career development, especially for young professionals. Seek out mentors who can offer guidance, support, and wisdom based on their own experiences. The IDC has structured groups for this exact purpose. Take advantage of the resources available. Approach possible mentors with humility and a willingness to learn. Remember, mentorship is not about finding someone who has all the answers, but rather someone who can help you navigate the challenges and opportunities that come your way.

2. Learn to Process Criticism Productively

Learning to process criticism productively is an essential skill for personal and professional growth. Rather than engaging in the blame game, approach feedback with an open mind and a willingness to learn. Here are a couple of questions to ask yourself:

Is there any truth to this?
Is this feedback a trend?

If it's a recurring theme, then maybe that’s a sign you need to pay closer attention to that area.

While we all like praise and compliments, how often have we grown from compliments? On the flip side, how often have we grown from criticism? Learn to process it productively and then learn when to make adjustments and move on!

3. Don’t Be Afraid to Be Wrong:

Mistakes are inevitable, especially when you’re just starting out in your career. Instead of fearing failure, embrace it as an opportunity for growth and learning. Don’t let the fear of being wrong hold you back from taking risks or trying new things. Be open to feedback, learn from your mistakes, and use them as stepping stones towards success. Remember, some of the greatest innovations and achievements have come from individuals who were not afraid to fail. Winston Churchill captures it this way: “Success is the ability to go from one failure to another without a loss of enthusiasm.”

4. Recharge Your Batteries Often:

Stress kills creativity. It also kills our health, and relationships and robs our joy if we let it. Recharging your batteries early and often is key to keeping the flame going over the long haul. Early on in my career and early in my marriage, there was an unhealthy focus on the business. So much so, that after a 3-month separation in my marriage, it reminded me that nothing is more precious than our relationships. It highlighted the need to prioritize taking time to recharge and make sure life wasn’t solely about business. I’m thankful now for a marriage of 26 years and counting. Prioritize your health, relationships and do those things often that recharge your batteries; especially with those you love the most.

5. Always Be Learning:

We live in a world where there is a wealth of knowledge available at our fingertips. Yet, simply having access to information isn't enough; actively engaging with it is crucial for professional growth. Whether it's enrolling in a course, tuning into a podcast, or delving into a book, the act of continuous learning is essential. These deliberate efforts not only expand our skill sets but also foster adaptability and innovation in our careers. If you’re looking for a new book recommendation, follow @MarisaPensa on LinkedIn and I share a book of the month to help you sort through it all.

Remember, age is just a number, and with the right mindset, mentors, and ongoing commitment to learning, starting young can be a tremendous asset to you. As I celebrate two decades since I took that leap of faith, I am grateful for the journey that has shaped me into the entrepreneur I am today.

For Entrepreneurs, if you also started when you were very young, we’d love to hear your story. Please send an email to: Marisa@methodsnmotion.com with the subject line: Don’t let anyone look down on you because you are young.

Hats off to you for working through many of your own challenges to continue to thrive as an independent dealer!

1 Timothy 4:12 - “Don’t let anyone look down on you because you are young…”

Three High-Yield Actions Worthy of Your Time and Attention

Wed, 14 Feb 2024 06:10:29 GMT

It’s 8am and Sarah starts the day with a great game plan…two afternoon appointments in the field, the morning dedicated to items on her list and research to do for a customer she met with yesterday. The customer needs help creating ideas for space planning. They are currently working on a new expansion.

Sarah then looks at her email and sees something in her inbox about a customer who didn’t get a delivery. She immediately calls the warehouse to find out they have been short a driver and were not able to fulfill all orders on schedule.

Sarah sighs and feels frazzled, unorganized, and frustrated.

What should she have done differently?

Maybe you’ve even found yourself in a similar position.

Distractions are the silent productivity killers that can derail even the most well-intentioned professional. Believe it or not, the recovery time from an interruption is 10-20 times the interruption.

Yes, distractions and interruptions throughout the day are inevitable. But every interruption, whether it's an email notification, social media alert, or a non-urgent task, comes with a hidden cost. Recognizing and mitigating these distractions is the first step towards reclaiming control over your day.

So, what’s the secret to staying in control of your day? We must manage our time with intention and practice ruthless prioritization.

Here are the top 3 high-yield actions worthy of your time and attention:

1. Preparation and Planning:

Now more than ever, sales is truly a thinking profession that requires deep work and time to be creative. Here are a few questions to consider as you spend time thinking about your accounts:

Breathe Life into Silent Prospects : Remember you are the expert. If an account has gone silent, what additional ideas, insights and information can you share?
Blind Spots : What might they not be thinking of that they should be considering?
Trigger Events: Are there any recent trigger events occurring within or outside their organization that could impact their decision? (For Print/Promo– check out their website and see if they have upcoming events that could drive quality outbound calls.)

2. Feeding and Nurturing Your Pipeline:

As Sales Professionals and Sales Managers, we have two inventories. Our time and our accounts. The key is knowing if we are spending the right time on the right accounts.

Take a look at your pipeline and ask yourself:

Do you have scheduled appointments with all “active” prospects?
What evidence do you have that they are truly interested?
Who could still say no that you have not yet met?

No one has time to spin their wheels or misjudge interest. By constantly feeding and nurturing your pipeline, you will be able to evaluate your time more clearly and spend the right time on the right accounts.

3. Facetime with Prospects and Customers:

The first two points lead into the third point; face-time (or phone time) with prospects and customers. Without preparation and planning, you will be winging it and your customers can tell. And once you have them and have created a regular reorder pattern, court the faithful ones. Your number one customer is someone else’s number one prospect. If you are not calling them, someone else is. With proper planning in advance, the time you do have with prospects and customers will yield higher results and outcomes.

Start Prioritizing Your Time Today

Maintaining control of your day hinges on ruthless prioritization. While it's tempting to tackle urgent tasks first, it's essential to distinguish between what is urgent and what is truly important. Prioritizing high-impact activities over busywork ensures that you're consistently moving towards your sales goals.

Mastering your day as a sales professional requires a combination of disciplined focus, strategic planning, and prioritization. By understanding the cost of distractions, emphasizing high-yield actions, and staying committed to effective time management, you can elevate your sales performance and achieve long-term success when up against the big box stores, Amazon or other companies in your backyard. Your time is valuable too and prioritize high yield investments!

Not sure where to start? Take our Distraction Quiz to rank where you stand. This quiz was originally from the book “More Sales, Less Time” by Jill Konrath.

Empowerment Over Exhaustion: 5 Strategies to Prevent Burnout Among High-Achieving Women in Sales

Tue, 21 Nov 2023 12:30:00 GMT

How would you answer this question: "How do you balance your career with other responsibilities and roles in your life?"

That question came from a student at a recent Sales Leaders in Business Panel Discussion I had the opportunity to moderate on campus at Kennesaw State University in September.

It sparked a lively discussion among our all-female panel, each of whom has firsthand experience in striving for excellence in their work.

Some answers to other roles included: I’m a Mom, Wife, Sister, Ranch Owner with 9 horses, Dog Mom, Sunday School Teacher, Tennis Player, Friend, Cheerleader for my family, etc.

At the same time, roles at work included Vice President of Sales, Director of Enterprise Sales, Account Executive, Insurance Agent, Business Owner.

All the women on this panel lead fulfilling lives, both in their professional careers and personally. They bring to mind the remarkable individuals I've had the pleasure of getting to know within the IDC, particularly those in OPWIL.

Here were five themes based on answers to the question: "How do you balance your career with other responsibilities and roles in your life?"

Set a start/end time each day and stick to it.

You will consistently fill up the hours you give yourself to work. One panelist who is a Vice President of Sales and also a Ranch Owner said she never works more than 40 hours a week and says “no” a lot. You learn to prioritize quickly what is truly important.

Fuel Your Creativity.

Getting out of the office, being involved in community, sports and other activities fuels your creativity at work. Recognize there is a law of diminishing returns and over a certain number of hours, the quality of our work is sacrificed.

Pass it On.

Almost all of our Panelists are involved in some form of mentoring or passing on lessons learned to other women. Even if we feel we don’t have time, mentoring and teaching someone else can fuel our own passion and creativity.

Be a Guardian Over Your Calendar.

Building off the first point, a common theme among all the panelists was the deliberate guarding of calendars to prevent burnout, whether it's during weekends or weekdays. Your time, talents and treasures are valuable. You must protect your time so you have enough white space to think each day.

Take Guilt Free Vacations.

How many times have you seen a vacation out of office message that keeps the door open to contact that person other ways? (If it’s urgent, text me. Or, I’ll be checking messages periodically). Dabbling in work during vacation disrupts the refreshment needed to get back in the office and engage fully on your return. Personally, it took me 10+ years in business before I learned how to truly do this.

Balancing a career with various other life responsibilities is a multifaceted challenge that demands careful planning and prioritization. It takes discipline and patience to coach and develop others to step in, but the rewards are well worth it.

I’ll leave you with a quote by Barbara Brown Taylor that states, “Some of us have made an idol of exhaustion. The only time we know we have done enough is when we’re running on empty and when the ones we love the most are the ones we see the least.”

The truth is, work-life balance is not just something reserved for weekends and vacations; it's a fundamental requirement for our physical and mental health, our relationships, and our ability to find empowerment and true fulfillment.

Tech-Savvy Sales Teams : Using Technology to Drive Successful Sales Outcomes

Thu, 14 Sep 2023 11:30:00 GMT

What's one thing that high-performing sales teams do differently than everyone else?

They use technology better than their competitors!

This is especially true when it comes to managing your sales process and pipeline. In fact, using a CRM helps increase sales by up to 29% and improves productivity by up to 34%, according to Salesforce. Whether you are using well-known CRMs like Salesforce and HubSpot or a CRM specific to your industry, high performing sales teams don’t see their CRM as a ‘big brother’ watching them but rather a vital tech tool to help them sell more effectively.

Top salespeople run reports themselves, take notes during calls directly in the CRM, and even store email templates to reuse and repurpose. All of which helps the salesperson stay organized and in control of their day.

Now, there’s no doubt that embracing technology can greatly enhance the performance of your sales team. But, as a Sales Leader, it’s important to remember that you should avoid relying too heavily on technology and instead focus on selecting the right technologies that address your team's specific needs.

To pinpoint what type of technologies would help your Dealership, let’s consider the following 6 ways savvy sales pros leverage technology to drive successful outcomes:

1. Presentations and proposals are more tailored.

If you’re taking great notes and logging them somewhere (ideally your CRM) you’ll be able to personalize everything from your emails and phone calls to presentations and proposals. The power of saying “You Mentioned” at the start of presentations, only happens as a result of great note-taking and the organization to find what the prospect mentioned quickly.

2. Meticulous follow up.

Keeping track of all your prospects and customers can be tricky! Especially when a certain level of detail is needed. Leveraging automation and scheduling tools to create tasks, set reminders, use templates, and create cadences will help streamline the follow up process while setting your team up for success and maximizing their time.

3. Uncover Hidden Stakeholders*.

Using the latest technology, like Digital Sales Rooms (DSRs), allows your team to have full visibility into who is reviewing your proposal. Using DSRs also reduces the chances that your pricing can be downloaded and shared with a competitor. Through the power of technology, you can even drill down into what specific pages of a document were viewed.

4. Pre-Call Planning Excellence.

The very best sales teams make use of data and research tools to be informed and share more insight. For instance, Vertical IQ is a tool that has questions you could ask as it relates to specific industries. There’s also Power BI, LinkedIn, and so my more. The key here is using data to fuel your sales process.

5. Asks more meaningful and personalized questions.

Building on the last point, tech-savvy sales teams use data to enhance their pre-call planning process by reviewing past call notes, industry research, competitor information, etc. This helps to build a roadmap focused on asking better, more meaningful and personalized questions of their prospects and customers.

6. Improves overall performance.

Technology has the power to assess your team’s performance on a whole new level. With AI enabled Conversation Intelligence, you can utilize recorded calls and meetings to assess performance. For instance, to catch filler words or how often they are engaging the prospect. Using this type of technology will help managers coach, reps self-assess, and the whole team course correct when needed.

Knowing what technology to invest in can be overwhelming, which is why focusing on the outcomes you want your sales team to achieve will help you narrow in on your needs and select the right technologies and partners.

It is an exciting time to sell but equally a challenging time to sell. It’s harder than ever to engage buyers as we navigate noisy competition and fierce economic headwinds. Rise above the competition and leverage the power of great selling skills and technology to create an unstoppable team.

*#3 Uncovering Hidden Stakeholders: Our partner, Allego Revenue Enablement Platform, is the engine behind our DSRs and we can now help Dealers access this same resource too. Let us know if we can help!

5 Ways to Build Modern Learning into Your Sales Culture

Wed, 26 Jul 2023 11:45:00 GMT

Traditional ways of learning are falling short with today’s modern workforce.

As technology and digital-first thinking continues to accelerate changes to how we do business, our approach to learning must also catch up.

This visual, originally created by our learning partner, Allego, highlights the evolution of modern learning by showing us the old way versus the new way.

The “old” way still works; however, it must be combined with new and modern approaches to learning in order to build resilience, create muscle memory, and ensure new skills/knowledge won’t be forgotten.

Before we dive into how to build modern learning into your sales culture, let’s take a quick look at what it means:

“A modern learning environment, unlike the traditional one, is a learning space that is more interactive, innovative, and connected. The primary purpose of a modern learning environment is to help people learn better and nurture their ability to meet future challenges.” ( Source )

Modern learning isn’t necessarily about using the latest technology, software, or systems out there, it’s about investing in curiosity, agility, and ongoing education for your sales team.

Prioritizing learning will help your sales team become more productive, innovative, and successful in the long run.

If you’re approach to learning needs an upgrade, here are 5 ways to get started:

1) Create a Library of Content from Your Specialists and Subject Matter Experts

Rather than a few subject matter experts, ensure you are leveraging multiple diverse perspectives.

You likely already utilize Subject Matter Experts and Specialists in your onboarding approach. Make the most of what you’re already doing by capturing 3-5 minute recordings across a mix of experts, especially if training is being delivered virtually. It’s as easy as hitting ‘record’ and then editing to highlight those “golden nuggets” during the session.

Soon you’ll have a library of content from your experts to play for new hires throughout their first 1-2 years rather than only learning from these experts in live sessions during the onboarding process.

2) Make learning continuous and bite-sized.

Spread learning over time and break it up into small chunks wherever possible. This reduces cognitive load and can actually ease the perceived burden of learning. Studies show that this gives people a sense of empowerment when it comes to learning and thus produces better training outcomes.

People learn more naturally when training is spaced over time. However, this doesn’t mean you should abandon in-person training. It means we need to think differently about how we design the overall sales onboarding program. Build the program in a way that supports the achievement of milestones throughout the process and take every opportunity to break up learning content and space the delivery over time.

3) Make content easy to create, absorb, and access.

Technology has changed what’s possible when it comes to learning.

Mobile devices make it easy to meet reps where they live and work. That means creating content that’s tailored for viewing and accessing on mobile devices. Think bite-sized materials made for smaller screens.

Using video and visuals are also must-haves when it comes to creating modern learning content because the brain processes visuals faster than text, which makes absorbing the information easier.

4) Assess each team member's strengths and weaknesses to deliver personalized learning.

Thanks to technology, organizations are now using systems and software to assess each learner’s strengths and weaknesses and then deliver “just for me” learning to them.

This may sound like a big investment of time and money, but you can actually use low tech solutions too.

For example, you can create a simple survey using a free option like Google Forms or SurveyMonkey to collect information from your team. Once you’ve gathered the information, you can assess each member to identify a unique learning path just for them or group sessions based on trends across your team.

5) Reinforcement is the key to retention.

Research shows that people forget 80% of what they learn within a month of training without a reinforcement component.

Ensure reinforcement is tied to everything; whether it’s a new business endeavor, change initiative, or training program, reinforcement is what makes new information stick.

Some of our favorite ways to reinforce are:

● Fill a fish bowl with index cards to conduct flash drills to help reps practice skills and product knowledge.

● Put reps in the “hot seat” to role play and practice handling objections.

● Create “teach back” opportunities by giving each rep a chance to teach back what they’ve learned after watching or reading a recent training module.

Learning is key to your resilience as a business. If you invest in curiosity, learning, and agility for your workforce, you will be able to bounce back from setbacks, adapt to change, and be more ready for whatever comes next.

Why Did Your Pricing Go Up? The Missing Ingredient to a Well-Crafted Answer

Tue, 20 Jun 2023 11:30:00 GMT

When a customer asks why your price has increased on a particular item or category, what do you say?

In a recent Dish Network Commercial, a gentleman walks up to two young girls at a lemonade stand and one of the girls says, “Would you like some lemonade?” He says; “I’d love some lemonade!” The two adorable little girls say, “That will be five dollars, please.”

The gentleman reacts to the price and says, “Five…what?!”

One after another the girls volley back and forth sharing their reasons for the increase.

Supply chain issues.
There’s a lemon shortage.
Have you seen the price of cups these days?

This commercial truly captures the typical response to, “Why the increase?”

The responses sound flippant with no value to the customer for why the price is increasing.

(To Dish Network’s credit, this is the point and they are addressing customers who have ‘had enough with inflation’.)

If we rework the lemonade stand example and instead of just sharing the reason why the price went up, let’s also tell the customer what’s in it for them.

The reason for the price increase:

“Actually, yes, our pricing did go up. We have been able to absorb our increases up until now but do have to pass on some of the increases in costs we’ve had due to the lemon shortage and increased price of cups.”

What’s in it for the Customer:

“We have also improved the recipe to the lemonade for a better taste and removed all artificial sweeteners to create an all-natural product.”

Now, let’s take a closer look at the two ingredients that make this response so much more effective and how you can put this into action the next time you or your team have to address a price increase.

#1. The reason for the price must be explained clearly, confidently, and concisely.

Telling loyal customers you are raising your prices is not exactly at the top of anyone’s to-do list. But it’s one of those conversations that you must have.

The girls in the lemonade stand were on the right track but the delivery missed empathy and what is in it for the customer. One extra sentence makes all the difference sharing what I am getting out of the increase.

#2. The reason for the price increase should be customer-centric.

The most effective price increase communications are customer-centric. They provide a value narrative — a vivid and compelling story for why the price is being increased that focuses on customer value.

A value narrative can be effective even when the price increase is predominantly due to an increase in input costs. In such cases, telling customers that the only way you can continue to provide the current level of benefits is if you raise the price, and you are choosing to do so rather than degrade the product or service’s quality. That’s a powerful argument.

Most Sales Professionals are giving the WHY (#1) but we often miss the mark in making sure the customer walks away with what they get out of having an increase (What’s in it for THEM?).

For example, the what’s in it for them might sound something like: Increased availability of product, better service, innovation that will improve how we serve you in the future, increased wages/staffing to better serve, etc.

When you frame potentially negative news with what’s in it for the customer, you can nip complaints or pushback in the bud, make the message positive, and you may even get more sales and loyalty based on how you handle the situation.

Tips for Sales Leaders & Teams

Nail down the Reason and What’s In it For Them. Work together as a team to craft a customer-focused explanation of why the price increase is happening and what they will get from it.

Put yourself in your customers shoes. As you prepare what you’ll say, channel your best customers. Why do they already love your products and services? How can we frame our price increase message to include more of what keeps them coming back as repeat customers.

Create Muscle Memory Through Practice. When you’re under pressure to respond or perform, it’s much easier, and will come more naturally, if you practice handling the concerns or questions you may get when announcing a price increase.

Communicating a price increase is not the news we want to talk to our customers about but when you clearly, confidently, and concisely explain the reason why while making it all about the customer, you’ll more effectively communicate the change and your customers will appreciate your ability to do so.

P.S. If you haven’t seen the commercial, check it out on YouTube by typing in “Dish Network Lemonade Commercial.”

3 Common Pipeline & Performance Management Problems (& How to Fix Them)

Thu, 18 May 2023 18:17:58 GMT

Did you know that companies with a defined sales process won 53% of their forecasted deals compared to only 43% of their peers with ‘ad hoc’ processes, according CSO Insights. That’s 23% more output with a defined sales process.

As Executive Sales Leaders, it’s up to us to define a common sales process and language that is shared across the organization. However, despite our best efforts, pipeline problems and performance challenges can still pop up.

These challenges often come from getting caught up in managing the pipeline from the back-end vs. managing from the front-end. As a result, sales teams experience ups and downs. Good month. Bad month. Good quarter. Bad quarter. And so on.

If this sounds familiar, here’s a quick challenge for you to try today: Pull up the pipeline for one person in your sales organization and think about these questions:

What is the criteria for each sales stage that you see? Is there a common language across all departments/areas as to what a 50% opportunity looks like?
Do all opportunities need to have a confirmed next appointment with the prospect to stay active?
How many first appointments are scheduled for the next two weeks for this person?

These questions apply no matter how you’re managing your pipeline, whether that’s a robust CRM you’ve used for years, are just rolling out a CRM for the first time, or you’re using some form of home-grown system.

Now, let’s look at three common problems we’ve heard a variety of companies say are most troubling and tips for what you can do to fix them:

#1. Lack of a common language and criteria for each stage of the pipeline.

If you had a probability to close stage of 50%, would every person on your sales and leadership team define a “50%” probability the same way? Even across business units there can truly be a common language for what your team considers the halfway point to getting to yes.

Without a common language and shared criteria for each stage, Sales Leaders and the Sales Team get tricked into thinking we are further along in the sales process than we really are. If we do guess wrong, it can negatively impact a busy Sales Leader’s ability to make timely decisions and forecast with accuracy.

One way to fix this: Clarify the criteria for each sales stage and what it takes to move from stage 1 to 2, stage 2 to 3, and so on. Create a simple cheat sheet with the definitions of each stage and share it with your team.

#2. Inflated pipelines and “hopium” are a result of counting opportunities as active that should not be active.

When we assume we have more opportunities than we do or that we’re further along in the sales process than we really are, it results in a lack of urgency to prospect, a decline in overall activity, and missed steps within the sales process.

For Sales Professionals, it’s important to be optimistic; however, hope can cloud reality. The result of hopium is overestimating pipeline values, over-forecasting and unintentionally allowing time to kill deals.

One way to fix this: For every opportunity in the pipeline, ask your rep: when are you meeting again? This simple question can help determine whether an opportunity should be active or not active. (We like to call this type of opportunity “parked”). Opportunities that are not tied to mutually agreed appointments can’t be counted on for income and forecasts.

Note: For Salesforce users out there, a task is a “to do'' and not a mutually agreed upon appointment. “Events Scheduled” will be tied more closely to appointments depending on the definitions for events in your company.

#3. Sales Managers leading ineffective 1 on 1’s and team meetings.

When done right, 1 on 1s and team meetings make your team stronger and help you build better relationships. However, the challenge Sales Managers have to overcome is establishing a regular cadence and running meetings that deliver better outcomes.

There is tremendous value in having a regular cadence of scheduled 1 on 1s. This is even if you talk all the time or can easily walk into their office or call to ask a question.

Having regular 1 on 1s communicate, by evidence of your time, that the person on your team is important to you. Relationships, whether personal or professional, take intentionality.

The same is true for team pipeline meetings. Managers must be intentional by having a framework for a clearly defined pipeline meeting. This means leading the conversation with key questions and building accountability by following up on what was covered during the meeting.

What challenge or actions did you give your team last time and how did you follow up on that?

One way to fix this: Always include agenda items in the body of the invite. This will give your team members an idea of what you want to talk about, the questions you’ll ask, and will serve as a reminder for you about what you promised to follow up on.

Bring a Common Language & Criteria to Your Team’s Pipeline

Now, you may be thinking about some people on your team who are process adverse but are brilliant conversationalists and natural at selling. Or, vice versa.

Process will out-sell just personality every time. It’s process plus a dynamic personality that will kill it in the field and on the phones time after time.

Strike the right balance between process and art form (personality) to keep your Dealership on track for growth now and in the future.

If you’re not sure how or where to start, one of our core strengths is helping Sales Leaders and Sales Teams create criteria so everyone shares the same pipeline view. Let us know if we can help and good selling out there!

Leveraging Technology to Coach Your Inside Sales Team

Tue, 11 Apr 2023 11:30:00 GMT

5 Takeaways We've Learned with the Power of AI for Sales Coaching

Picture this: You regularly records calls for your inside sales team. Your team has 7 reps. There are a few who are doing extremely well while a couple of others are struggling to reach their new account goals. You’ve decided to listen to a sampling of calls to capture trends for training and compare the differences in calls between your two top-performing reps and your lowest-performing reps. How long would that typically take you?

Consistently listening to calls is a huge but worthwhile time commitment.

It is also a purely manual process.

I did this for years when I got my start at Sunbelt Office Products in Atlanta, GA. I have learned over the years what a difference technology can make in adding quality to coaching and training.

Today, the availability of Artificial Intelligence (AI) has forever changed how an Inside Sales Manager can coach to calls.

With the power of AI, we can gather call intel even before hitting ‘play.’ For example, we can already assess that this representative in the image has said “you know” about 23 times in one conversation. We can also see a segment in the call where the representative talked for 3 minutes and 15 seconds without ever engaging the prospect.

Here are five quick takeaways I have learned with the power of AI for coaching:

1. Leverage the right technology.

Whether you are a Sales Professional or a Sales Leader, leveraging the right technology will catapult your results forward by being able to pinpoint improvement opportunities much quicker. In the image above without ever listening to the call, we can see that the Representative has a 3 minute 18 second monologue without ever engaging the prospect. Yikes!

2. On-Demand “Self-Coaching.”

For Sales Professionals, using AI technology with conversation intelligence allows an easy way to self-critique your own calls and quickly catch pace of speech, filler words, questions asked and more.

3. Good managers become better.

My longtime friend and business coach, Brian Rossi (COO of BELLCORNERSTONE), has seen first-hand the power A.I. gives to managers as they use it to become better managers and coaches. Brian said, “Using A.I., a manager gains clear and immediate insight about the patterns of their team; things unlikely to be sniffed out when just listening to a few random calls. Smart data points like words-per-minute, call transitions, and use of keywords are identified, organized, and compared across multiple reps.” For Sales Leaders and Managers, seeing these trends across your entire team is crucial for understanding areas to focus on for further training and coaching.

4. Using data removes opinion as the only form of evaluation.

We will always need dynamic salespeople and dynamic trainers to coach, develop, and bring the data to life. Because data is just that; data. Facts. Numbers. With technology, qualitative improvement becomes much easier to identify. Brian Rossi also shared: “As a Coach, it is our job to be an encourager and to catch people “doing it right.” The use of AI allows us to sift through large data sets to find the instances where we did it well. Those positive examples and references to successful behavior patterns create the “high-five” moments for the team, and provide a positive example to replicate moving forward.” It is the combination of great coaching and data that packs a powerful punch.

5. Continue to make use of commute and drive time.

Technology has introduced the ability to work anytime, anywhere. This means you don’t have to be in front of your computer to work with your team or listen to recorded calls. Using an app on my phone, I can now be listening to a Representative’s call opening and then fast-forward to hear if the representative secured a next step, asked for a commitment, asked for an order, etc.

Do you want to hear call insights for someone on your team? Feel free to reach out to me and send two recorded calls for one person on your team. For the first 5 people that take us up on this, we’ll send you the insights for the recorded calls you’ve shared.

Email audio recordings to Marisa@methodsnmotion.com .

Sales is a series of successful conversations. Let’s all work to create more great conversations and keep the competition away.

Look forward to hearing from you!

5 Numbers Every Sales Pro Needs to Know

Tue, 21 Mar 2023 12:15:00 GMT

Picture this: It’s the last day of the month and you just realized you’re not going to hit your monthly quota. What happened?

Less demand for your product or service? Continued slow to see businesses come back to the office? Seasonal dip in business?

We’ve all been there, missing our Sales goals can happen for a variety of reasons, but it doesn’t have to be a mystery if you know your numbers.

Knowing your numbers means you have a clear understanding of how all of the individual activities in your sales process (calls, videos, appointments, proposals, etc.) affect your overall sales results. Knowing your numbers allows you to break down your larger sales goal into smaller steps that feel less daunting and more doable.

For example, if you know, on average, it takes 6 calls to get 1 appointment, you won’t feel so overwhelmed as you work towards your goal because you’ll know exactly how much time and effort you need to put in to get one appointment.

Knowing your numbers also helps you catch very quickly if you’re off track. Using the same example as above, if you typically have a 6:1 call to appointment ratio but all of sudden you hit a three-week stint where it’s taking you sixteen calls to get one appointment, then you know something is off.

With a clear understanding of your numbers, you’re able to spot patterns in your sales performance, for better or worse, so you can more accurately determine what could be influencing the changes and what you need to do to adjust.

What numbers should you be tracking? Here are 5 numbers you need to know to consistently hit your sales goals and set yourself up for ongoing success:

If you already know these numbers, great! You’re ahead of the game. If you don’t, now is the time to sit down and identify these 5 numbers. If you’re using a CRM, like Salesforce.com or HubSpot, then you can tap into your opportunity and account history to spot trends that will help you determine your numbers.

Don’t be fooled though, selling isn’t only a numbers game. Selling is a balance between quantity and quality. It’s activity x efficiency.

If you’re focused on quantity over quality, you may have a lot of activity but you’re not going to be that efficient. If you’re focused on quality over quantity, you’re efficient but may not have the level of activity needed to fill your pipeline with enough opportunities to avoid the ups and downs of selling.

If we break down number five on the list, how long it takes to set one appointment, we can see that quantity, quality, and activity x efficiency come into play.

You can see this in action by taking this simple challenge I have for you: Set yourself a timer and see how long it takes you to set one appointment.

This exercise hits on quantity (time and number of dials it takes to set one appointment), quality (who you’re calling), and activity x efficiency (focused on one activity with a dedicated goal and timeframe to complete).

I just had a client who conducted this exercise with 60 of their sales professionals. There were three teams of twenty people who were given 20-minutes to set as many appointments as they could. The three teams set a total of 64 total appointments! That took 282 calls to get the 64 appointments with just under a 5:1 calling ratio.

Take the challenge for yourself and keep these three tips in mind to make the most of your time:

Knowing your numbers isn’t just about understanding how many dials it takes to get an appointment, it’s about looking at the bigger picture of your sales process and determining what you need to track and measure to help you keep a pulse on your performance.

Selling is a delicate balance. It requires keeping an eye on the quality and quantity of your activities as well as how your activity x efficiency level will deliver the results you’re looking for.

Good selling to you!

Top 5 Traits of Great Inside Sales Professionals

Wed, 15 Mar 2023 11:45:00 GMT

The most successful inside sales professionals think and act differently than your average salesperson.

What sets them apart?

They have discovered the traits that guarantee selling success and work tirelessly to cultivate those traits in themselves.

1. They are fantastic conversationalists and storytellers.

2. They have excellent phone voices and vary their pace, tone and volume.

3. They are entertaining to talk to. They make you smile and/or laugh in the first couple of minutes.

They know we buy from sales professionals we like. If they sounded like a robot or just pitched a mile a minute without building rapport, they would diminish their ability to succeed. Top inside salespeople tend to be upbeat and radiate a sense of humor, fun and general positivity. These qualities shine through when speaking with prospects and customers.

4. They are highly organized. They prepare to win by planning for purposeful calls.

Sales professionals who achieve the best numbers quarter after quarter all have one thing in common: focus. They understand what they need to do to be successful and set goals for themselves to achieve that success. They act with purpose in their day-to-day activities and apply laser focus to all aspects of their work.

5. They have no fear of the phone.

Many Sales Professionals today rely on email as their primary means of communication with prospective buyers. The best ones do not. They know the odds will not be in their favor if they default to email. That’s what average salespeople do. Great inside sales professionals pick up the phone first every time. Doing this not only demonstrates they are real people, instead of spam bots, but it dramatically increases their chances of a successful connection.

As you read this top five list, did any or all traits ring true for you? They may be ingrained in your DNA, or maybe a little extra training, stick-to-itiveness and creativity are required to truly become the best inside sales professional you can be. Assess what it is YOU do that makes you amazing in inside sales and hone your craft in areas you can improve.

Ultimately, the mission in any sales role is helping people do something differently, better and more efficiently while positioning yourself as an advisor to help your customers. Good selling out there!

3 Ways Sales Managers Save Time through Routine One-on-Ones

Fri, 10 Mar 2023 12:35:31 GMT

As a Sales Leader, do you keep a rhythm of regular one-on-ones with individual sales reps on your team?

We hear one of two things from Sales Professionals. Either (a. I don’t need one on ones and I talk to my manager all the time) or (b. My Manager is too busy for one-on-ones and they always get rescheduled).

Most people are craving feedback and need ongoing encouragement, guidance, and support from their manager. At the same time, as a Sales Leader or Manager, there are real challenges from labor shortages to managing inventory and lead times that can make it easy for ‘firefighting’ to control your day. It’s also easy to bend to the feedback from your team if they say they don’t need the one-on-one time.

Your time and your rep’s time are extremely valuable. But, falling out of the rhythm of regular one-on-one meetings won’t save you time. In fact, it will likely cost you time in the long run because you’ll have to take extra steps to communicate and get updates from your team.

The next time you’re tempted to cancel or reschedule a one-on-one meeting, consider these 3 reasons why sticking to your regular cadence will help save you time and sanity!

3 Ways One on Ones Save Time for Sales Managers:

1. Reduces the number of emails being sent back and forth.

Regular one-on-ones will allow you and your team members to save topics for your scheduled meeting because you already know you have that time on the calendar together. This is an area where reps commonly say “…but I talk to my manager all the time” and use email to provide updates or ask questions, for instance. While you can’t avoid emails altogether, email doesn’t provide the quality conversation needed to nurture your relationships with your team members.

2. Encourages open discussion about priorities.

When you and your rep keep agenda items that you can both edit, your one-on-one meetings will be more efficient and effective. Ultimately, making your time together more purposeful and productive.

3. Provides a dedicated time to have tough conversations, if needed.

At some point, you may need to have a tough conversation with a member of your team. Whatever the reason may be (clarifying expectations, discussing changes in performance, etc.) this gives you the quality time needed to address any issues while creating the opportunity to offer support or coaching.

One-on-one time can be used to get to know your team members, understand their individual strength and weaknesses, and give them guidance on how to advance opportunities in their pipeline as well as their overall sales careers.

Now, you may have a few experienced team members who aren’t necessarily “craving” direction, but having regular scheduled one-on-one meetings with these reps will “feed the eagles.”

Your one-on-one meeting agendas will likely be different for these veteran team members and will require some pre-call planning. As a result of that added planning, you will be in a position to have more purposeful conversations so that veteran team members walk away with an idea, strategy or even an opportunity to mentor someone else to do something they can do effortlessly.

Whether you’re meeting with a new hire or one of your seasoned veterans, routine is key to making one-on-one meetings a powerful tool for creating alignment and establishing a trusting relationship.

Challenge for you:

If you’ve fallen out of the rhythm of regularly one-on-ones, set a reoccurring invite and send invites to those on your management or sales team that need your insights and coaching the most. Be realistic on the frequency and duration so you can avoid rescheduling. The key is consistency.

Establishing a regular cadence of one-on-one meetings with your team will help both you and them feel energized, engaged, and better equipped to do the job at hand.

Good coaching out there!

Sales Call Excellence

Tue, 14 Sep 2021 00:58:53 GMT

Pandemic Prospection Series

Picture yourself prospecting and asking for an appointment. You ask for the meeting something like this: “How does next Tuesday look on your schedule; can we say 2pm?”

Three types of meetings can result from asking for appointments:

Virtual

Phone

Face-to-Face

Here are tips to accomplish just that:

Virtual Meetings

A clear challenge in conducting a virtual meeting is coming across as confident, authentic, and trustworthy when you can’t be physically present. But this can be accomplished with the right planning, a strong sales narrative and visual cues to elevate your virtual presence.

Consider these best practices as you prepare for your next virtual meeting:

Always have a welcome page and agenda when your prospect enters the meeting. This will reassure your prospect they are in the right place. Displaying the agenda reminds them of the purpose of the meeting and you can use the welcome page to include your logo AND the prospect’s logo, adding personalization.

Open your presentation and documents so you are ready to share. Your prospect doesn’t want to wait around while you fumble to find the right documents at the start of the meeting. Make sure you have all of the presentations and documents you want to share open and ready to go.

Make a smooth transition from small talk to the purpose of the meeting. Knowing when you should “get down to business” and move on from small talk (or trust talk) can be tricky. There’s no need to rush but you’ll put everyone at ease if you control the flow and navigate this transition smoothly.

Engage your prospects through annotation. Collaboration is key when it comes to engaging your prospect during a virtual meeting. You can use the annotation feature in your meeting software to get your prospect’s attention and ask them to change or clarify whatever you’re showing on the screen.

2. Phone Meetings

Are you running into some prospects that are simply burned out on virtual meetings? Could they have a case of ‘Zoom Gloom?’ A phone meeting is still a meeting and it drives new business. It may not beideal, but don’t let that stop you from using the phone as a virtual selling tool.

That said, not having any visual cues presents a challenge when you can’t show and tell or read their body language. To help you make the most of your phone meetings, consider these best practices:

Send a visual. Since your prospect won’t be looking at your screen like they would in a virtual meeting, send something via email right before the call. That could be a company overview, e-brochure, or snapshots/ pictures of your work. It’s important to give them something to look at so you both have a reference point.

•Maximize the power of the phone. A huge advantage of talking by phone is you can avoid the feeling of your brain being on overdrive like it can feel on a video call — multi-tasking, searching for body language clues and missing the eye contact. We can just talk, ask and listen carefully, really hearing a person’s tone of voice. Lean into the power of the phone and the advantage of being fully present. Relax and create an engaging conversation.

Follow up with a video. Personalized videos have power. This cannot be stressed enough; especially for those prospects who preferred a phone meeting. Utilize a program like Vidyard or Soapbox. Grab a white board, write your prospect’s name on it and record a 45 second to one minute video to say thank you and share a final thought. If you felt you were not able to convey your enthusiasm and genuine interest over the phone, this video will do the trick!

3. Face-to-Face Meetings

Your face-to-face meetings may be few and far between these days, so you want to be well prepared for these meetings if you are able to secure them.

Consider these things before you go on your next in-person meeting:

Confirm any safety protocols before you get to the office or facility. After confirming your onsite “Tuesday at 2pm” meeting, ask a couple questions such as: “Do I need to go through a special entrance?” “Do I need to sign a waiver before arriving?” “Are there any safety protocols I can be aware of so that I’m respectful of your staff’s preferences?” Come assuming you’ll wear a mask and follow their lead on comfort level. The key thing here is to understand the rules of conduct for outside visitors and to be respectful of those rules.

Have printed and electronic options. Bring your laptop to share any visuals just in case handouts are not permitted. As much as possible, plan well in advance and be ready for anything!

Smile and express your gratitude for this much needed personal interaction. By agreeing to this meeting they have demonstrated they value you. And by sitting down with a customer or prospect in person, you have demonstrated you value their business. That’s a win for everyone.

So go ahead…keep on dialing and asking for appointments. Be flexible and respectful in your quest to secure one of the three types of meetings. All will bring you one step closer to achieving your sales goals and financial goals, both now and in the months and years to come.

Much prospecting success to you!

Virtual No Shows

Sat, 03 Oct 2020 14:06:54 GMT

Pandemic Prospection Series

Picture this: It’s Tuesday afternoon at 2:00 pm. You’ve got a virtual appointment with a big prospect who seems like the perfect fit for your product. You take a deep breath, start up your Zoom meeting, and wait. And wait. And wait some more. Any minute now they’ll join.

Does this sound familiar?

In today’s virtual world of selling, this is a common scenario for a lot of sales professionals. Whether it’s because the prospect had an unexpected emergency or their calendar was simply overbooked with competing priorities, no shows do happen.

As virtual meetings have greatly increased, here are four tips to both prevent virtual no shows and respond to them when they do happen.

PREVENTION:

Confirm the appointment the day before or the day of the meeting.
In field sales, we’ve long been told NOT to confirm the meeting in advance. But in virtual sales, confirming the meeting in advance is a MUST. Your buyers are busy. They are overbooked and overwhelmed. They are looking for ways to free up their time and remove meaningless meetings from their calendars. Your job as the salesperson is to make them want to attend the meeting. Make it easy for them to accept and join the meeting.
Send the meeting link.
Whether it’s Zoom, WebEx, Google Hangout, or Microsoft Teams, add the meeting link to your calendar invite either the day before or the day of the meeting. This gives you a legitimate reason to reach out and confirm the meeting in advance.
Ensure an agenda is in your invite.
When you do this, you’re providing purpose and clarity. You’re setting the tone and letting your prospect know what to expect. This increases the likelihood of them showing up to the meeting because they know exactly what the meeting is for and can come prepared. After all, you have done your part to prepare a meaningful meeting for them.
Set an alert when you send your calendar invite.
On most calendar invitations, like Gmail or Outlook, you can set a reminder or alert to go off 5-to-10-mintues before the meeting. Use this feature as an added reminder to notify your prospect that your meeting is coming up. This is a great way to help keep the meeting top-of-mind and prevent no shows.

These four steps will help you be proactive in your efforts to prevent virtual no shows, but you still need to be prepared if and when it happens.

In the event of a no show, here is the timeline I follow:

5-minutes later:

Pick up the phone and call your prospect. Despite your best efforts, things happen and people forget or need to cancel. If they don’t pick up, here’s a sample voicemail you can leave:

“Hi John. This is Marisa Pensa. I’m on the Zoom link for our 10am this morning and wanted to make sure you had the link. If a phone call is easier for today, you can call me back at 678-574-6072. Otherwise, I’ll wait another 5-minutes in case you’re in another meeting that’s running over. See you shortly online or call me at 678-574-6072. Thank you.”

10-minutes later:

Send an email as a follow up to your voicemail message. Suggest alternative times to reschedule. Your email would say something like:

“Hi John. I’m assuming something unexpected came up at our meeting time and certainly understand things come up completely out of your control. As an alternative to today, below are two options for us to meet later this week.

Option 1: Date/time
Option 2: Date/time

Please let me know what works best and I’ll send an updated calendar invite. Thank you.”

2 days later:

Send a video message via email using a tool like Vidyard or Soapbox. This is a great way to re-engage yourprospect and add a personal touch. Your video should be a minute and a half or less. Use it to share the value you can bring, for example:

“Hi John. I tried to reach you by phone and email but thought I would get a little creative and try video. I’ve been thinking about your [struggle with X, plan to achieve Y] and I’ve got a few ideas that may make a difference. Let’s definitely reschedule and I’d like to talk through this with you and also share with you what I had prepared for our meeting. Below this video, you will see in my email two times. If these don’t work, let me know better options for connecting. Talk with you soon!”

You can’t wait forever for a prospect. After you’ve taken these steps, schedule a task in your CRM for 2 weeks later and lay low.

As a Sales Professional, you really only have your time and your accounts. Make the right decisions on how much time you spend on which accounts. Remember, your time is valuable too!!

Good selling to you!

Prospecting with Purpose and Empathy

Sat, 04 Jul 2020 14:09:34 GMT

Pandemic Prospection Series

I’m hearing two extremes right now.

One salesperson’s extreme approach leads calls with empathy while downplaying that business and sales still have to get done. The opposite extreme approach is so focused on business goals that the salesperson comes across as completely inauthentic and non-caring.

A cornerstone of our business has always been (and continues to be) the statement: Sales is a process…artfully done. The “artfully done” part is all about selling with empathy. Selling with empathy brings in the human side of selling and this is needed. Having a clear process brings purpose to our calls. We need to leverage both!

During this time, everyone is under immense pressure personally and professionally. You certainly don’t need an article to explain these varying degrees of pressure. With this pressure comes the responsibility to try and imagine what it’s like to walk in another person’s shoes.

When you pick up the phone or join a Zoom call, you have no idea what the family or work dynamics are in the homes or offices of those you are connecting with virtually.

After speaking with a number of Sales Managers on this topic, one conversation in particular stayed with me. It was with Darla Bell, Total Access Sales Manager at Airgas (a long-time Methods in Motion client). Darla said: “It is my core belief that people really do need people and your listening ear could be that thing that helps get someone to the next day. Listen with love; make that cold call become a wellness check or sanity check, qualifying the prospect as we all share unwanted common ground these days….”

Darla’s “sanity check” calls have combined both process and art form and created a great balance of making purposeful and empathetic outbound calls. Building on that concept, here are three ways to mix both process and art form:

1. Process: Always ask for a Next Set Time – How’s Tuesday at 2:00?
Art Form/Empathy: Make the suggestion and listen. Really listen. There are times when it is not appropriate to push for and/or set a task to call back on a certain date.

Example: I had a “Next Set Time” with a prospect but an unexpected emergency surgery came up. The VP that emailed me was not personally affected; however, it was a family member of a key member of his leadership team. There are times it’s okay to lay low and follow up next week. “Take care of your employee’s family and let’s connect next week!”

2. Process: Call with a Reason/Make Purposeful Outbound Calls with Clear Objectives

Art Form: This part of the process is still 100% recommended, but in today’s selling environment, the meaty business-focused “reason for my call” is of secondary importance after first engaging with the person you are calling. People buy from people…always have…always will.

Example: If you have a prior relationship, always start by asking about their world. How has their family been affected by the pandemic—any job loss or health issues? How has their workforce/workplace been affected? Then, transition to the reason for your call. Your business reason for calling absolutely must be something that will be helpful to them.

Cold Calling: Still skip the “How are you?” It sounds insensitive…like you really don’t care. You’ll move to your reason for the call sooner but it’s all about their needs. In your opening, you must be able to address what you can do right now, in the midst of today’s environment, to truly help your customers. If you have a great helpful solution, pick up the phone and get the word out!

3. Process: Skillfully acknowledge knee jerk negative responses. Take down the guard, then repeat, reassure and resume. (Anyone who has gone through our trainings will recognize this formula for turning around objections.)

Art Form: We are not robots and don’t aspire to be. In taking down the guard, listen. REALLY listen. Insert empathy and mean it, while still taking the conversation to the next level. What feels like a ‘shut down’ doesn’t have to end the call.

Example (Backorder): Customer: “We are going on a holding pattern until we get our backorders from you guys. Why don’t you call me when those have been fulfilled and then we will talk about other products?”

Response: “I completely understand your frustration. As you know, this is not normal for us. We don’t like not being able to get product to you; however, we have some great alternatives that are extremely effective for what I know you need to accomplish. Just curious… (ask a relevant question)?”

Ultimately, we don’t have to choose between process and art form/empathy. We really can do both with a balanced approach. Earlier this year, the focus was all about saving and sustaining our businesses. Now we can truly begin to grow and focus on all three; save-sustain-and grow through purposeful calls clothed in empathy.

What does this mean for us? Create game plans. Set call objectives. Brainstorm your roadblocks. Come to all meetings, whether in person, virtual or by phone, so prepared that you can relax in the moment and fully listen to what your prospects and customers are saying.

That’s pandemic prospecting at its best!