Jeffrey Gitomer in The Wall Street Journal – Why Divas Need Make No Apology

Jeffrey with books“About a dozen times a year, strangers invite Jeffrey Gitomer to lunch, hoping to ask him for career or business advice.

Mr. Gitomer, a sales consultant, speaker and author, is always happy to help: “Sure, no problem. I’ll even buy lunch,” he tells the entrepreneurs and small-business owners who call. “But I have a $1,000-an-hour brain-picking fee.”

About half of the people who ask him to lunch agree to his financial arrangement, says Mr. Gitomer, who lives in Charlotte, N.C. “I think you command respect. And I am worth it.”"

Click here to get the full article…

 

 

 

WTF… Webinar Totally Free?

YES! 100% Free to you (and your boss, and your co-worker, and your best customer, friend and dog!)

We are excited to announce that our webinars are now available on-demand, so excited you can watch one on us.

Click here to watch Prove It: Testimonials that Sell through our webinar hosting site, Udemy.

Testimonials That Sell

Want to have a great reputation? Earn it!

Your reputation precedes you.
Your reputation creates or destroys sales.
What’s yours?

 

1. Become known for doing everything you said you would do – on time or sooner. To have any prayer for a reputation you must be known as a person who does, and delivers, what you promise. Without this fundamental element, don’t bother to read the rest.

2. Become known for being easy to do business with, and be friendly while you are doing it.
Customers expect everything and they expect it when they need it – not just when you can offer it. You have to be friendly when you are there and friendly when you are not there. This means easily accessible by telephone and easy accessible by Internet.

3. Become known for being proactively remarkable.
When you stand out from other vendors, you will be talked about, and earning a reputation (and a testimonial) will be simple. Being remarkable means going the extra mile and making service the forefront of your business, not an add on.

4. Become known for providing consistent help.
If you get my weekly email magazine, Sales Caffeine, you know it is all about sales help. Each week I provide my customers information of value – information that helps them learn and grow. And I do it for free. As a result, my customers and followers are loyal, they think of me often in a positive way, and they proactively send me referrals on a regular basis.

4.5 Become known as someone who gets business for customers.
While this is not always possible, I can assure you it is the single most valuable thing you can do to secure loyal relationships, referrals, an incredible reputation, and testimonials that will flow like Niagara Falls. Figure out a way to help your customer by providing them leads, referrals, and networking opportunities so they have an opportunity to get new business.

RESULT: The most incredible reputation will come your way.

Here are a few more things you can do to create and build reputation:

  • Create internal WOW! moments for customers. Establish WOW! empowerment for employees who face customer concerns and complaints. Give them specific things they can do. (offer free products, free gifts, gift certificates, free shipping)
  • Select a random “customer of the day” from people who call in. Then post it with a photo on your business Facebook page.
  • Create a Wikipedia page that boasts of your accomplishments and generates more key words.
  • Design and post a YouTube channel filled with testimonials. Make sure the titles are searchable and always contain the word “testimonial.”
  • Start with YES! Train all people in your company to tell customers what you CAN do, not what you CAN’T do.
  • Write an article that contains several examples of what you’re doing to build your reputation. Post it on your Facebook page and blog it.
  • Encourage your customers to post their opinion of a transaction or interaction.

When you let your positive words and actions speak for themselves, your reputation rises in the process.

 

BOOM

 

Upcoming Webinar, PROVE IT: Testimonials that Sell

When you say something about yourself, it’s bragging. When other people say it about you, it’s proof. That is the essence of the testimonial.

In this brand new webinar you’ll learn:

  • How to create powerful testimonials
  • Why video is the new testimonial format
  • Overcoming your hesitation to ask for testimonials
  • Where and how to promote testimonials

When: Wednesday, October 3rd

Spaces Limited to 1,000 – Don’t Wait!

Register here – http://bit.ly/VDh0ZI

Here’s where I practice what I preach:

“The webinar on breaking down barriers was the best one yet!  We make excuses everyday for not accomplishing what we need to do and this really puts the burden of responsibility on us as sales people.  Time to “Put the big girl panties on and deal with it!” Thanks!” – Nancy

“I’m finding the webinars very informative. This is not just a new era of marketing and sales but a golden era for advertising.” – Scott

“I truly enjoyed the webinar yesterday!  This was my first one and I love the frankness and down to earth way that Jeffrey Gitomer speaks to the audience – no punches – just straight talk!  The hour and the screens flew by fairly quickly and per Jeffrey’s recommendation I do want to watch this several more times.” – Nancy

“So glad I invested  $199 in me! I was a speaker today at my local leads group and yes, I mentioned the webinar from yesterday and encouraged others to jump in head first and invest in themselves too. I thought I was a positive person, however, the man in the mirror spoke loud and clear and challenged me to be more, do more, and give more. Looking forward to session 3 next time!” – David

“The webinar was awesome and timely. Although I have had the YES attitude book for several years, I have not been a disciple of it , to my own detriment. As a result I have become a little jaded, sarcastic and cynical. Not only has it affected my business, it has also affected my marriage. After watching the webinar, I am committing myself to the YES ! Attitude.
Once again, thank-you for the “kick in the butt”.” – Ken

(click to view the registration page)


What are you learning? How are you learning?

How are you taking advantage of your knowledge?

I have been a student of sales since November 11, 1971. I was listening (via the brand new voice technology called the “cassette tape”) to a guy named Jay Douglas Edwards, who uttered the sales tip, “If the customer says, ‘Do these come in green?’ you say, “Would you like them in green?” Cool.

That’s the day I realized that there was a science of selling. I wanted to learn more.

I will admit that most sales skills and sales tips taught in the 1970′s were somewhat manipulative. But at the time that’s all that existed. Over the last 40 or so years sales models have changed.

Probably the best example of change I can offer you comes from a column I wrote several years ago about the “Benjamin Franklin close.”

You can get that column in its entirety by going to http://www.gitomer.com/articles/ColumnSearchResults.html and entering the keyword: Franklin.

Basically what the column says is rather than use an old, time-worn manipulative sales close on the customer, try using it on yourself before you go into the sale as a means of preparation.

I have read all or portions of hundreds of sales books over the past 40 years, but most of what I have learned has come from the spark of an idea gleaned from a book, and then it was somewhat altered once I got out into the field and had to actually apply the strategy. Kind of like you.

All sales books offer some form of valuable information. All sales experts offer some form of valuable information. As a student, your job is to determine how that information fits into your skill set, your environment, your marketplace, and your customer interactions.

Learning sales skills is a matter of understanding, adoption, application, and a bit of tweaking. [READ MORE].

“What Should I Say When The Customer Calls And He’s Mad As Hell?”

Anything except, “I’m sorry!”

You can say, “I apologize,” but that’s not what the customer is looking for. You can begin to tell your story about what happened, but that’s not what the customer is looking for.

The customer is looking for two things: They want to know that you care about them personally, and they want to know what you are going to do about it now.

The best way to apologize is to let the customer vent first. Don’t interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Do they need it by tomorrow? Do they need it today? Or did they need it yesterday?

Most customers will have needed it by yesterday. This is your big chance to be memorable, by getting it there the day before yesterday (just kidding). The reality is their need for speed will determine your action plan for recovery. Realize that you have hit a flash-point and are in jeopardy of losing the customer. Therefore, any action you take towards recovery is a positive one.

The interesting news is that most big companies have firm policies in place that preclude memorable recovery: needing an invoice, needing a customer number, needing a return shipment authorization, and other crapola that no angry customer wants to hear.

FINAL ANSWER: Tell them what they want to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours. No blame, no excuses, no drama.

EPILOG: Follow up with a personal call and a personal note of thanks. This makes the recovery complete, and paves the way for the next order, or a favorable referral.

To Become A Master Salesperson, Master NON Selling Skills

Everyone talks about “how to sell” Not me. I stress “why they buy,” or “how to get people to buy.” It’s a much more powerful success model.

I have a trademarked quote: “People don’t like to be sold, but they love to buy.”

“Sure, Jeffrey,” you say. “Easy for you, but I’m cold calling, I’m fighting competition, I’m in a tough market, you don’t understand.”

I understand very well. You are where 95% of all salespeople are. Struggling.

In order to struggle less, you must begin to make the transition from “making a sale” to “creating a buying atmosphere.”

Most salespeople are taught some “system” of selling. That’s where the hardship starts. They concentrate on the system and not the prospect. Salespeople are so busy trying to manipulate the selling process, that they disengage the buyer.

What is selling about? Let me give you the non-sales skills version. It is the version that leads to buying. These are the life skills that will help you rise to the top. None of them are about “how to close the sale.” All of them are about how to be a success at selling. Forever.

Self understanding is first — One of the keys is understanding what you need to do to establish yourself and your position. It also means understanding the customer’s desires combined with your excellence.

Helping others fill a need or dream — If you take joy in others success or fulfillment, you will be a success a hundred times over.

Being your best at all times — Second best in sales is first loser. Best is everything in sales success.

Loving what you do — The most successful people in the world love what they do. The easiest ones to notice are the ones earning the most money. Athletes, actors, entrepreneurs. But money is not what creates the “love.” Teachers, mothers, farmers who love what they do rise to the top of their capabilities. John Patterson said “put your heart into your work.” And he was correct.

Having the best attitude — If you love what you do, it will show through your attitude. Attitude is the energy from which successful people flourish.

Believing in your product, your company and yourself — If you don’t possess these three elements, stop reading. The rest of this information will do you no good. Without belief, you’ll have no desire to do the hard work necessary to convert selling to buying.

Asking engaging questions — Questions must be thought provoking (not irritating). Questions must demand that the prospect be encouraged to consider new information (not tell you information you could have looked up yourself). Questions must be innovative and intelligent. Questions must be different than those asked by your competition. Questions are the key element in creating an “I need to buy this” thought process on the part of your prospect.

Being idea-creative in advance and on the spot — Anyone will tell you that creativity is one of the few, true differentiators. Then the question is, how do you get more creative? The easy answer — and that’s what you really want, isn’t it? — the easy answer is: Read one creativity book each quarter, prepare for your sales calls the night before with internet research, and practice by forcing yourself to come up with five ideas. The practice is the most important element, once you get in the groove and have the knowledge, the ideas will flow.

Knowing how the customer and others produce and profit — When you are trying to make a mental impact on the decision-making process. Trying to persuade someone with facts about your features and benefits pales by comparison to proof that by taking ownership that the customer will increase productivity and profits.

Having great communication skills — Because your message must be compelling and transferable (understandable), you must master speaking and presentation skills. Join Toastmasters.

Serving with sincerity — Your actions are taken by the way they are perceived. Some people love to serve and go the mile. Some people serve with disdain and only go as far as they “need to.” Both philosophies are easily recognized.

Giving without expectation of getting — This is among the hardest things for a salesperson to do, but it’s an important key to getting high level acceptance and recognition. HINT: The more you give, the more you get.

Positioning yourself as a resource — When you give value to prospects and customers, when you provide information they can benefit from beyond your product or service, you are creating the law of attraction. With valuable information that people use to benefit, profit, and produce, you become sought after.

Combine these attributes with self education — and sales success is yours.

If you save this list, review it weekly for a year, select one of the elements each week and work on the skill, you will become a master. This is hard work. There’s an alternative. You can learn old world selling skills.

Which do you think is more powerful?

Triple The Power of Your Presentation By Asking Yourself These 8 Questions | Sales Training Tips

1. What’s my time limit?

2. Is this the most compelling message I can create?

3. What’s the point? What will compel me to act?

4. Am I clear, is my message clear?

5. Is my delivery the best it can be?

6. Would I buy?

7. What do I want the audience to do when I’m done?

8. What do I want them to say to me (about me) when it’s over?

The answers to these questions will tighten your talk, and make it great. Your objective is to deliver the message in such a way that the audience is compelled to act (buy).

Words of advice: Leave them wanting more.

For more sales training tips, click here to get my weekly sales Ezine – Sales Caffeine.

The pizza philosophy. What toppings do you offer?

How is the pizza philosophy working for your business? Not sure what I mean? Watch the video below:

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