Some deals close
Some not
Some clients are loyal
Some not
Some problems solveable
Some not
Despite tenacity
You can’t win them all.
When the time comes
Quit
Another opportunity awaits.
Making Things Right
Like any human endeavor, companies and organizations make mistakes. The natural reaction is to avoid the subject, deflect attention and not take the blame. However to build enduring relationships, sellers need to accept responsibility, admit to being wrong and do their best to make it right by the client. The correct course of action is to apologize deeply and sincerely. A proper apology dissipates the conflict, sets aside arguments and moves the issue towards resolution.
Though innocent, it’s often the Master Seller who must deliver the apology. Being able to do this skillfully will go far in retaining business and cooling angered clients. The perfect apology:
- accepts all responsibility
- is honest about the companies guilt
- makes no excuses
- offers up the desire to make things right
The hardest part of an apology is to not make excuses. It’s fine to admit that there were reasons for the mistake, and you may share these with the client at a later time. But during the apology excuses are never shared. The company must take full and total responsibility, admitting they were wrong.
Rarely do people get a complete and perfect apology. They are often surprised by such honesty and candor. Clients soon back off their anger, feel compelled modulate their desires, and start to partner and collectively find solutions. This all starts with the perfect apology.
The Perfect Apology
I was wrong
Completely wrong.
At the time I had my reasons
But it doesn’t change the fact
I was wrong.
How can I make this right?
Advancing the Close
With each question
Comes an answer
The Master Seller
Advances closer
Finding common ground.
A Cold Call Script
The Master Seller listens first
to understand
Before being understood.
By asking,
They receive
Creating opportunities.
Let’s say the Master Seller works for a manufacturing machine company.
Hello,
I’m PAT from MACHINE COMPANY and I’m calling about the business climate in ANYWHERE USA this MONTH. From what we hear business is improving are you finding that true at XYZ SPROCKETS?
No matter what they say, you say …
Yes I hear that from others too.
Do you think this is going to continue or get better, get worse?
Listen, listen, listen.
Are you folks doing any new projects that require MACHINING solutions?
If it sounds like they might be prospects you say….
Who would I talk to about that?
You might add…
What advice do you have for me? How best can I get in contact Mr. Snead?
The trick is to get them to talk. Recall the Master Seller is genuinely interested in Understanding Troubles
Both bartender and psychologist
The Master Seller listens.
Cold Call Content
Many people can work hard and become exceedingly skilled in a profession. But very few have the bravery to find clients, earn their business and keep them for recurring services. Prospecting is the fundamental skill necessary for finding new clients. It requires a list, a telephone, tenacity, a playful attitude and the ability to let rejection roll off you. Lets’s first address what is huge in most people’s minds, the fear of cold calling. Friend or stranger, all are just people, two sides of the same coin. It depends on the industry, but people for the most part are great. The Master Seller sees everybody as their cousin. Yes there is rejection, but it’s nothing personal.
The trick to a successful cold call is to get the prospects to talk. First stand up. This adds volume to your voice and better emulates meeting someone in person. Dial the phone from a list of leads. Call your lead and someone will answer. It may be your target, or a receptionist. Who ever answers, treat them like they’re the CEO. You’re opening statement should contain:
- Who your are
- Where you’re from
- What you do
- Why you’re calling
- Finishing with an open-ended question
And do this in one VERY short sentence. Again, one very short, easy to say, quickly rolls off your tongue sentence. So easy to say you can memorize it. The goal is to listen.
What would you say in your opening statement? Would you like an example tomorrow?
Cold Calling
The journey of a closed deal
Begins with a single cold call.
While some fear it
Others embrace
Knowing that while those who can manage others is powerful
Those who manage their fears is mightier still.
The Master Seller anticipates the difficult sale
By managing the cold call.
By separating the wheat
From the chaff
They use a numbers game
To create opportunities.
Tao Te Ching of Sales
The Trade
Where one person
has something
Another wants
The foundation of economics
And business
And when done well
A success for all parties
But sometimes
at first
It’s not obvious
Sales is the craft of making trades
Of listening and understanding,
Of solving problems and serving
Of ensuring a transaction
That pleases all
Building relationships
For all time
And when done well
It’s selling without selling
Closing without closing
Both seller and buyer assured
They chose wisely
This is the Tao Te Ching Of Sales
Tao Te Ching of Sales on YouTube
What is the Tao Te Ching of Sales? This is the first in a series of videos this blog has produced to answer this question. It is our hope that this posting will awake the reader on the essence of Sales. Please view and if you like, comment and share with your friends.
Enjoy!
Know Your Audience
First listen
to learn their language.
Then question
to understand their lives.
Next seek
to know, what they know.
Then frame how best to express solutions.
The Master Seller
Walks in their shoes,
Listening without judging
Building credibility and trust
Marketing the buyer with relevance
Spoken in the Words of the audience.
The Tao Te Ching of Sales 