http://www.salescoachinglive.com/blog/category/sales-cycle-sales-process/ Blog categories... http://www.salescoachinglive.com/barrycaponi/blog/when-prospecting-here-8217s-how-to-rid-yourself-of-dry-spells/ Two metrics to manage your pipeline by to avoid experiencing another dry spell.

Almost all of us from time to time have a great month or quarter with...]]> Two metrics to manage your pipeline by to avoid experiencing another dry spell.

Almost all of us from time to time have a great month or quarter with great closing numbers followed by a miserable month or quarter with nothing to show for our efforts.

There is a way to reduce the risk of that occurrence.

First, answer the following questions and complete the tasks (estimate if you have to—but you should know these numbers):

1. How many Initial Appointments do you need to hit your required sales for the year?
2. How many discussions with decision makers do you need in order to generate those Initial Appointments?
3. How many times do you need to dial the phone in order to get the required number of discussions with the targets you’d like to meet with?
4. Divide that number by 220 (the typical number of selling days in the year) and you’ll have the number of dials you need to make each day.
5. How much time does it take to accomplish a step in the appointment making process? That includes figuring out who to call, what the status of the pursuit of that target is, determining what you’re going to say, dialing the phone number, saying what you want to (when successful getting through), sending email follow ups, leaving messages and recording the results.

If you don’t know, use six minutes as an average per dial. With Klpz (a tool I recommend), you can cut that in half.
6. Do the math—multiply the number of calls needed per day times the average time per call and you’ve got the number of minutes you’ll need each day to hit your number.

You will now have two key metrics to apply to keep a dry spell from occurring again. Here’s what they are and how to use them:

1. The first is the number of Initial Appointments you’ll need to hit your number this year. Divide that by 44 (the number of full selling weeks in a year) and you’ll know how many Initial Appointments that precede a buying cycle you should have on your calendar each week. If you don’t have that number at any point—you’ll know to make the time to get back on the phone and set some more appointments or you WILL have a dry spell again
2. The second metric is the time you’ll need to set aside each week/day to set those appointments. The best way to use this metric to avoid dry spells is to set appointments with yourself first each week to make the dials that are necessary to set the Initial Appointments needed.


(BTW, I’ve got a free tool to help you with this process of figuring out how to determine both of these metrics. If you’d a copy, click here to be taken to a page to send me a note to request one. I’ll send it to you.)]]> http://www.salescoachinglive.com/barrycaponi/blog/when-prospecting-here-8217s-how-to-rid-yourself-of-dry-spells/ Wed, 19 Oct 2011 17:56:17 +0000 Barry D. Caponi http://www.salescoachinglive.com/barrycaponi/blog/new-books-are-now-available/
Here's the detail. The books, Contrary to Popular Belief, Cold Calling DOES Work! come in two volumes.

Volume I - Effectiveness, the ART of Appoinemtn Making
Volume II - Efficiency, the SCIENCE of Appointment Making

Both are now available for order through the following link. This link will also give you a good view into what is in each and if either one, or both, might benefit you and your challenges.

http://caponipg.com/books.php]]> http://www.salescoachinglive.com/barrycaponi/blog/new-books-are-now-available/ Sun, 03 Jul 2011 17:03:57 +0000 Barry D. Caponi http://www.salescoachinglive.com/barrycaponi/blog/want-to-cure-the-fear-of-cold-calling/ Why are we afraid to pick up the phone and cold call someone—and what can we do about it?

Remember the old TV show, Family Feud? And the audience sai...]]> Why are we afraid to pick up the phone and cold call someone—and what can we do about it?

Remember the old TV show, Family Feud? And the audience said, fear of public speaking! It’s probably one of the most commonly known facts in America: the number one fear of Americans is the fear of public speaking. The number two fear is death. But, here’s one that you might not know. The number three fear is death from public speaking. Just kidding, but thanks to my good friend, Sean Sturrock, for that bit of humor!

As a member of the National Speakers Association, I’ve heard many people talk about how one gets over the fear of public speaking. It all boils down to three simple things: preparation, process and practice.

Let’s take those one at a time and dissect them as they apply to cold calling. These same factors are at play here when we consider picking up the phone and ‘public speaking’ to just one stranger at a time.

1. Preparation. Toastmasters has an exercise that requires its members to get up in front of the group and speak extemporaneously for just one minute. That’s harder than one might imagine, as anyone who has been a member can attest. However, we all do it many times each day. Someone asks us a question, or we talk about the news of the day with our friends, family, and colleagues.

So, what’s the difference? In my opinion, it’s the stakes and the setting: the audience, the goal and topic. When we pick up the phone to call someone for an appointment, there is a very specific objective on the table—an appointment is at stake—not to mention our livelihood. We also know that this will most likely not be a friendly setting—at least at the beginning. So not only do we need to know what we’re going to say to start the conversation, but we’ll also need to be prepared to handle the common types of responses we receive. If we don’t, most of us feel foolish and embarrassed, even though the person can’t see us.


2. Process. When we deliver a speech, we know we have to have a beginning, a middle, and an end. You might be familiar with the old adage of tell them what you’re going to tell them, tell them, and then tell them what you told them. An appointment making call also has a process.

There are actually twelve steps in the process of making an appointment setting call, and only one of them is actually placing the call. Many of us get lost in the process because we don’t even understand the entire process, let alone have the right tools to keep us efficiently organized and on pace. For instance, as we get ready to call a target that we’ve called before, and we can’t remember what we said to them last time, how many times we’ve called before, or just as importantly, what they said back to us, we will get a bit apprehensive. Why? Because we don’t want to sound foolish and unprofessional if the person we’re calling happens to remember those things.

Therefore, having a process to follow, and tools to keep track of the process will make us fear making calls.

3. Practice. How we deliver our message is far more important than what we actually say according to a UCLA study on effective communications. See blog called What are the key elements in effective communication - link is below. That’s not to say that what we say is not important at all. The key here, though, is for what we say to become so second nature that we can concentrate on how we deliver it, and on what our target says back to us.

Sorry to be the bearer of bad news here, but there is only one way to accomplish this: practice, practice, and then practice some more. Practice until it sounds more natural and conversational than the ‘wing it’ manner you’re using now. And here’s one more hint for you. Even the best public speakers will rehearse their opening lines to their speech right before walking on stage, so practice your opening out loud (or with a calling buddy—see blog called Five tips to help make that first call of the day) - see link below.

To be successful cold calling, one must be prepared, have a process and practice, practice, practice.

Caponi Performance Group and Contact Science jointly market the telephone prospecting and cold calling solution called Coldcalling101™. It is the only comprehensive solution to solving the biggest barrier to success in most selling organizations—the inability to secure enough Initial Appointments to begin the selling process. We accomplish that through simultaneously addressing both the efficiency and effectiveness of the process. We can be reached at 817 224-9900 or at barry@coldcalling101.com.

Link to first blog: http://coldcalling101.com/what-are-the-key-elements-in-effective-communication-as-they-apply-to-cold-calling/

Link to second blog: http://coldcalling101.com/five-tips-to-help-make-that-first-cold-call-of-the-day/]]> http://www.salescoachinglive.com/barrycaponi/blog/want-to-cure-the-fear-of-cold-calling/ Wed, 11 May 2011 14:03:06 +0000 Barry D. Caponi http://www.salescoachinglive.com/barrycaponi/blog/why-don-t-ales-professionals-set-enough-initial-appointments/ Who should be making the appointment setting calls in your organization?

Is the sales force one that cannot, will not, or should not be setting appoi...]]> Who should be making the appointment setting calls in your organization?

Is the sales force one that cannot, will not, or should not be setting appointments their own appointments?

We are many times asked, “When should I outsource our appointment setting requirement for the outside sales team?” This question comes up when managers aren’t consistently seeing enough Initial Appointments being set by their sales team.

If we can answer the following question, we’ve got our answer. Is the reason enough appointments are not being set because the sales team cannot, will not, or should not be setting appointments? Now that I’ve settled that topic…just kidding. Let’s explore that a little more deeply.

Let’s look at the last qualifier first, because if the answer is no for that one, then the first two qualifiers are moot. “Should our outside sales team be setting their own appointments?” In a sales environment where the buying cycles are long and complex, the average sized sale is big, and the competitive landscape is tough, our sales professionals are usually very highly paid. In those situations, suggest we, at least, look at having someone else set appointments for them.

The reason for that is that setting our own appointments takes time, and a lower cost resource can set appointments. If I’ve got a team of highly qualified subject matter experts, for instance, who have heavy time commitments in the buying cycles to qualify, present, and close, it does beg the question. Perhaps we are better off letting those sales people concentrate on what only they can do, and hire someone else to set appointments for them.

The trade-offs here are how much subject matter training is required to make the appointment setters competent to set qualified appointments, can we deliver that training, and can we supply reasonably targeted lists. Those are questions you’ll have to answer yourself.

However, let’s assume for a moment that we’ve decided that our team should be setting their own appointments. The next question we need to ask ourselves is, “Are they failing because they cannot, or will not set their own appointments?” If they will not, perhaps it is because the task is arduous, too time consuming, and painful. If we have addressed those issues and they just won’t do it, we need to find those sales professionals something else to do.

If it is because they cannot (or we’re not sure if it still might be will not), we do have remedies for that. Four areas may be addressed to help them become more effective and efficient at this task. They are; better lists of targets to call, a better set of best practices (pre-set business rules for the process), a better set of tools to take the pain out of the process and make them more efficient, and better skills to handle the objections they encounter when attempting to set the appointment.

Do not fall into the trap of; if a sales professional knows how to close, they know how to set appointments. It is a totally different process, requiring a different set of skills, tools and processes. Too many, this is a surprise. So much so, that I dedicated an entire section to this topic in both of my books, Contrary to Popular Opinion, Cold Calling Does Work! Volume I: Effectiveness, the Art of Appointment Making, and Volume II: Efficiency, the Science of Appointment Making. You can also find some of that explanation in the blog entitled, The skills that are necessary in the pipeline phase of selling are not the same as those required in appointment setting Part 1, Part 2, Part 3 and Part 4.

If you believe that your team needs to be setting some, if not all, of their own Initial Appointments, then make sure they’ve got the proper set of skills, tools and processes to make them both effective and efficient—or you’ll continue to struggle with an anemic pipeline.

Caponi Performance Group and Contact Science jointly market the telephone prospecting and cold calling solution called Coldcalling101™. It is the only comprehensive solution to solving the biggest barrier to success in most selling organizations—the inability to secure enough Initial Appointments to begin the selling process. We accomplish that through simultaneously addressing both the efficiency and effectiveness of the process. We can be reached at 817 224-9900 or at barry@coldcalling101.com.]]> http://www.salescoachinglive.com/barrycaponi/blog/why-don-t-ales-professionals-set-enough-initial-appointments/ Wed, 04 May 2011 16:00:19 +0000 Barry D. Caponi http://www.salescoachinglive.com/schlackman/blog/questions-that-customers-pay-attention-to/ Unfortunately this happens to many sales professionals yet only one will earn the customer’s business. While you may be asking good questions, you may not be asking the right questions. You want to ask the type of questions that make the customer take notice of who you are and what you have to offer. What makes them pay attention to you? What are the questions that get the customer to say “tell me more”?
Customers get bored when you ask the basic surface questions. These are the questions that you need to have answered to better understand the customer’s situation and so that your solution can be positioned to meet the customer’s needs. Customers already know their situation! Customers want to know what makes you different from the pack and how you can help them in a way that provides value that no one else can deliver. And remember, the last thing your prospects want on a first appointment is a presentation! This meeting is not about you and what you offer. It should be all about your customer and how you can help them meet/exceed their needs and achieve their goals and objectives. Customers want the conversation to be all about them. In other words let them talk – you should be listening!
So what are the questions you should ask? Think about it this way - customers engage best when they are asked specific & targeted questions that peak their interest and highlight the consequences of unsolved issues. There are 3 critical types of questions you need to ask to build momentum and insure that you get the next meeting.
1. What are the issues? To build the critical trusting relationship, you need to understand what’s really going on. Ask them, “What issues are you facing that most need to be resolved”? Do not start by asking what type of solution they are looking for or how much they will spend; instead aim to learn where they are experiencing pain? How bad is the pain and how long has it been going on? The best sales people dig deep when it comes to understanding customer issues.
2. What is the cause? Ask them, “How long have you been having this issue? Is it getting better or worse? Do you have any thoughts on why?” These probing questions will demonstrate that you are truly interested in understanding their situation to the fullest extent. In other words you are building credibility with the customer and showing them that you care. This approach takes the conversation to a better level of understanding and often they will even discover something they hadn’t seen before. Helping your customers understand the cause of their issue helps you understand which solutions to offer, when appropriate, and helps them to think through the situation.
3. What is the impact? Impact questions help to create a sense of urgency about the issue. Now that you more fully understand the problem and how it was caused, it’s time to talk about the possible impact on the business. Ask them, “How do you think this issue is having an impact on productivity, customer service, revenues or operating expenses? When you can help them understand the impact, they are one step closer to taking action in your direction.
Good selling is all about going below the surface by asking thoughtful, probing questions that help to uncover the key issues, the root causes, and finally the impact that their most painful issues can have on their business.
Prepare to ask questions that your customers will pay attention to and you will be much closer to building the kind of relationships that will lead to more closed sales.


Good selling!]]> http://www.salescoachinglive.com/schlackman/blog/questions-that-customers-pay-attention-to/ Mon, 02 May 2011 16:20:16 +0000 Stu Schlackman http://www.salescoachinglive.com/barrycaponi/blog/a-tip-to-be-i-b-on-b-i-when-you-make-that-first-dial-of-the-day/ Even the best of us can verbally stumble on that first call of the day. Here’s a tip to reduce the risk of that happening.

We encourage everyone to p...]]> Even the best of us can verbally stumble on that first call of the day. Here’s a tip to reduce the risk of that happening.

We encourage everyone to practice aloud before making the first call of a call block. Specifically, and especially when first beginning to use a new set of scripts, counters, Bridge Questions™, etc., we suggest going through the opening script and each of the counters to the expected negative responses aloud before making that first call. In the beginning, it may even take a few attempts before the words roll off the tongue fluently and conversationally—without having to look at the words. After a while, it may take one or two passes before that happens. Don’t worry, it becomes second nature fairly quickly when we’re making calls consistently.

Here’s the specific tip, though. Years ago, when I first started our sales training and consulting business, all of our business came through cold calling. We made calls virtually every day. At the time, my brother, Todd Caponi, was also in the sales training business. Here’s the tip that we used before we made that first call; and one we encourage all that go through our Prospector’s Academies to use. Pair up with someone, even if they’re not even at your company. When you’re ready to make that first call, place a call to your buddy and just pretend it’s a cold call. Your buddy should immediately understand what you’re doing when you just launch into your opening script. (No need to tell your buddy, what you’re doing.) They should respond with a typical negative response, just like a target would. You should then handle it, just like you would on a call. You might then want to have them give you another negative response or two before you’re ready, but it shouldn’t take more than a minute or two.

If you’d like four other tips (I cover this one there as well), check out my blog entitled, Five tips to help make that first cold call of the day.
/http://coldcalling101.com/five-tips-to-help-make-that-first-cold-call-of-the-day/]]> http://www.salescoachinglive.com/barrycaponi/blog/a-tip-to-be-i-b-on-b-i-when-you-make-that-first-dial-of-the-day/ Wed, 27 Apr 2011 20:14:56 +0000 Barry D. Caponi http://www.salescoachinglive.com/davekahle/blog/what-s-a-professional-sales-person/
Here’s one person’s opinion.

First, let’s eliminate those things that don’t matter. There are a number of misconceptions about the attributes of a professional sales person that center around the externals of a sales person’s situation. For example, being a professional sales person has absolutely nothing to do with the product or service the sales person sells.

I have met very professional sales people who have sold some of the strangest things imaginable. In almost every open-enrollment seminar that I present, I come across someone who sells something that I have never even heard of before. In my own experience, for example, I have sold cake mixes, men’s shoes, men’s suits and underwear, surgical staplers, sophisticated amplification equipment for hearing impaired children, business opportunities, life insurance, catheters, hand soap and yes, even sales people (as a sales recruiter), to name just a few.

Here’s another irrelevant external issue: Being a professional sales person has nothing to do with the folks to whom you sell. There are people in this country who sell something to every single job description and organization imaginable. Some of the customer types to whom my clients have sold include farmers, both crop growers and live stock growers; tool and die shops, tier one, two and three automotive suppliers; schools at every level, and government agencies of all kinds; the military, grocery stores, restaurants, convenience stores and retailers of every kind; contractors of every ilk, including electrical, mechanical, HVAC, plumbing; builders both residential and commercial, etc. I could go on and on, but you get the picture. In each and every one of these industries, there are professional sales people.

Being a professional sales person has nothing to do with the company for whom the sales person works. There are thousands of independent representatives in this country, for example, who work for themselves. Other sales people work for small family-held businesses, others work for large multi-nationals. Thousands sell for distributors; tens of thousands sell for retailers of every possible thing; more thousands sell for manufacturers and service providers of every type. Professional sales people are sprinkled throughout every one of these business types.

Finally, being a professional sales person has nothing to do with how long he’s been at it, his educational background or experience level. I have encountered many sales people who have been selling for over twenty years, for example, who don’t come close to fitting into the mold of a professional sales person. On the other hand, last week, I met a 21 year old, in his first sales job, who was very professional.

I have met professional sales people who had only a high school degree, and many with college and post-graduate degrees. None of these things, which are external to the sales person’s character, matter.

Now that we’ve eliminated the things that a professional sales person is not, let’s look at the other side and examine the marks of a profession sales person. “Professional” is the name we choose to put on a certain set of character traits and attitudes that reside inside a sales person.

1. A professional sales person is proud to be a sales person.

Can you imagine a doctor who is embarrassed to admit that he is a doctor? Or a nurse who covers up that fact? A teacher who doesn’t want anyone to know what he does for a living? A firefighter ashamed to admit it? A lawyer who pretends to be somebody else? (Well, ok, maybe on this one.)

You see, in every profession, the members of that profession are proud to be a part of it. Amazingly, that is not the case with the majority of sales people. They don’t like to think of themselves as sales people. Instead, they make up other terms. They are account executives, product specialists, customer liaison agents, mobile customer service representatives, to name a few.

On the other hand, the professionals understand the challenging nature of what they do for a living, the importance it has for their families, their companies and the economy as a whole. The work of the average sales person in this nation supports four other families within the organization. They are proud of that and proud to be sales people.

They don’t hide it or apologize for it, they revel in it.

2. A professional sales person likes his job.

Not only are they proud to be sales people, but they like being sales people. They like the freedom and autonomy they have on the job, and they relish the responsibility that comes with that. They thrive on the customer contact, and are energized by the constant challenge. They get a high from closing a big or difficult sale, and aren’t afraid to celebrate those successes.

That doesn’t mean that they relish every aspect of every job. I’ve had a sales manager, for example, that I was embarrassed to introduce to a customer. I’ve sold products that didn’t excite me, and worked for companies whose management styles and cultures left me looking for something else. In all of these negative situations, though, I never disliked what I did.

3. A professional sales person believes he is a professional.

He doesn’t see what he does for a living as just a job. He understands that it is one of the most fundamental and important functions, not only in his company, but in the economy in general. He realizes that he touches and influences hundreds, if not thousands, of people, that his work supports and enables a number of other families, and that he represents much of the visible face of the company that employs them. These are serious responsibilities, and the professional sales person understands that to do this well, he must see himself as a professional.

4. A professional sales person continually invests in his own development.

Over the twenty plus years that I have been training sales people, educating sales managers and working to transform sales organizations, I have stumbled upon an observation which bothers me every time I communicate it. It’s this: Out of a group of any 20 sales people, only one has invested $25.00 of his own money on his own development and improvement in the past 12 months.

The non-professional sales people don’t think it’s their responsibility to improve themselves. They won’t buy a book, or attend a seminar without their bosses paying for it and requiring it of them. To them, it’s just a job.

The professionals invest in themselves. Since they see themselves as professionals, they understand that they must constantly and continually “sharpen the saw.” They buy the books, get the newsletters, attend the conferences, listen to the podcasts, etc.

Can you imagine your CPA, as he delivers your tax return, mentioning that he hasn’t spent any time updating himself in years? Or the doctor, as he goes into surgery to work on your spouse or child, off-handedly tossing off the fact that “it’s been years since he bothered to take a class or upgrade his skills.”

These seem like silly examples. But most sales people (95 percent) don’t bother to take the initiative to upgrade their skills and develop their competencies. Only the professionals do.

5. A professional sales person always acts with the best interests of his company and his customer above his own.

There is, resident in the psyche of every professional sales person, an obligation to “serve.” Ultimately, the professional sales person does serve two masters: his customers and his company. A professional understands that the sales he makes are the tangible expressions of win/win solutions for the customer as well as profitable transactions for his company.

The professional will not “push” an inappropriate solution onto a customer, just to make a sale. He’s in it for the long term, understanding that his reputation as a professional is worth far more than any individual deal. “Integrity” is the overriding personality trait, and adherence to a strict code of ethics is the specific expression.

The unprofessional sales person sees his company’s management as, under the worst scenario, the enemy with whom to contend, and under the best, as a somewhat less than competent irritant to be tolerated. The professional understands that he is an employee of the company, and has a responsibility to nurture the company’s interests. He is mindful of his need to provide a return on the company’s investment in him, and seeks continually to increase his profitability to his employer.

6. A professional sales person recognizes a responsibility that is larger than just the job.

A professional sales person, by virtue of the demands of his job, naturally develops exceptional “people” skills. He knows how to get things done, and how to work effectively with a variety of people. These are skills that are helpful in his communities as well as his position. Since he’s a professional, he invests some of his time in the larger community, serving on boards and task forces, coaching the elementary kids, adding his input to PTO meetings, etc. He gives a portion of his income to those less fortunate than himself.

He understands that he is one of the world’s more fortunate individuals and accepts the responsibility to pay it forward. I once heard this expression: “Service is the rent you pay for the position you occupy in society.” Professional sales people occupy a favored position, and accept their responsibility to pay the rent.

A professional sales force is an incredibly valuable asset to any organization, and the acquisition and development of a professional sales force is one of a businesses greatest accomplishments.

To foster your development as a professional sales person, visit The Sales Resource Center. Visit http://www.davekahle.com for more information.]]> http://www.salescoachinglive.com/davekahle/blog/what-s-a-professional-sales-person/ Mon, 18 Apr 2011 12:46:41 +0000 Dave Kahle http://www.salescoachinglive.com/davekahle/blog/pre-call-touch-a-creative-way-to-make-prospecting-appointments/
Here’s a situation. You have created a list of 20 highly qualified prospects. You’ve researched them, and you know that these 20 peo...]]>
Here’s a situation. You have created a list of 20 highly qualified prospects. You’ve researched them, and you know that these 20 people hold your prosperity in their hands. But they don’t know you, have never spoken to you, and aren’t inclined to drop everything and see you.

How do you get to see them?

You can do what everyone else does. Send them an email. Maybe leave a voice mail message. Then be really frustrated that no one calls back. Or, you can do something a bit different, and much more creative.

For those highly qualified prospects, think of using a “pre-call touch.” A pre-call touch is something you deliver to the prospect that says something about you, catches his attention, and makes it more likely that he/she will see you when you call.

Here are two examples of “pre-call touches” from my most recent book, How to Sell Anything to Anyone Anytime.

One of my clients was an advertising agency. They had identified 100 “right people” – the key people in their market and location who held the future of the advertising agency in their hands. They had accomplished the first step – identifying the right people – with excellence.

Now, the problem was to move those highly qualified prospects to interact with the agency. The experienced team knew that those key people with whom they needed to interact were busy and difficult people to see. They just wouldn’t respond to the normal channels. So, they came up with this very creative way of engaging with their prospects.

They sent each of the 100 prospects a box, about the size of a watch box. It was wrapped in brown paper and contained no return address. The name and address of the prospect was hand-written in a female hand. Inside the box was a sugar cube and a small piece of paper, like the size of a fortune cookie message, with the words, “Keep it sweet.”

That was it. Nothing else.

One week later, those same prospects were sent another box, wrapped and addressed in exactly the same fashion. This time, it contained a lemon with the message, “Don’t let it go sour.”

Again, nothing else in the box.

On the third week, yet another box, wrapped and packaged identically. This time, the box contained tinsel foil, like that which you use to decorate a Christmas tree. The message? “Make it sparkle.”

Once again, nothing else.

Week four and yet one more box arrived, identical to the others. This time there was only one thing inside - a business card from the advertising agency sales person, with a self-stick note stuck to it. On the note was the hand-written message, “I’ll call you tomorrow for an appointment.”

Of the 100 people who received that series of deliveries, every single one of them took the call and made the appointment. The advertising agency, when faced with the difficult task of engaging the prospect, had developed an effective and creative solution. They gained their prospect’s attention, they captured their interest, and they prompted them to take action – they took the phone call and made the appointment. In other words, they engaged the right people!

Here’s another example. This time, I was on the receiving end of a well done “pre-call touch.” I was busily typing away on my computer when the FedEx guy walked into my office, put a box down on my desk, and said, “sign here.” I did.

You know what you do when you get a personally addressed FedEx delivery -- stop everything and open the box. That’s what I did. Inside was a package of microwave popcorn. Underneath that was a plastic bottle of Diet Pepsi. Underneath that was a linen envelope with my name hand written in a female’s script. I opened the envelope. Inside was an invitation, personally written in the same script. It said, “Dave, We have researched your company, and concluded that yours is the kind of company who gains the most from our service. I’d like to invite you to take 30 minutes and watch a webinar as I introduce what we can do for you. Enjoy the popcorn and soda, and let me do all the work. I’ll call you this afternoon to confirm.”

I thought to myself, “Not bad. This probably cost them $30.00 to $40.00. They wouldn’t have invested that money and time in someone who was not a good prospect. I probably am right for them. I’ll take the call.”
This sales person could have sent me an email, and I would have deleted it unopened. She could have left me a voice mail message, and I would not have returned it. Instead, she chose to deliver something to me that got my attention and made it much more likely that I would accept her phone call.
Clearly, a “pre-call touch” isn’t for every situation, nor every prospect. For those high potential, qualified prospects, however, it can be the event that opens the door.

I don’t know what you can use as a “pre-call touch.” A little creative brainstorming on your part could develop just the right delivery. Don’t give in to the temptation to send a company brochure (yawn), or just a letter. Break out of the box and think about what you could deliver that would catch the prospect’s attention, say something about you, and make him more likely to take your call.

It can make all the difference.]]> http://www.salescoachinglive.com/davekahle/blog/pre-call-touch-a-creative-way-to-make-prospecting-appointments/ Mon, 11 Apr 2011 18:46:10 +0000 Dave Kahle http://www.salescoachinglive.com/barrycaponi/blog/want-another-chance-to-follow-your-new-year-s-resolutions-2/ http://www.salescoachinglive.com/barrycaponi/blog/want-another-chance-to-follow-your-new-year-s-resolutions-2/ Thu, 31 Mar 2011 13:10:28 +0000 Barry D. Caponi http://www.salescoachinglive.com/barrycaponi/blog/want-another-chance-to-follow-your-new-year-s-resolutions/ http://www.salescoachinglive.com/barrycaponi/blog/want-another-chance-to-follow-your-new-year-s-resolutions/ Thu, 31 Mar 2011 13:09:51 +0000 Barry D. Caponi http://www.salescoachinglive.com/bfarmer/blog/passion/
Without passion, there is no fun!!

One of our best friends is p...]]>
Without passion, there is no fun!!

One of our best friends is passionate about abandoned St. Bernard dogs. This became a mission that has lead to the rescuing of hundreds of these beautiful animals.

Passion is the reason Jonas Salk invented the Polio vaccine and when asked why he did not patent it stated when asked by famed reporter Edward R. Murrow “Who owns this patent?", Salk replied, "No one. Could you patent the sun?"

Here are a couple of key ways to know what you are passionate about:

1. Does your voice get stronger when you are talking to others about building a house?
2. When someone asks your advice on a finding new customers do you find yourself giving them all sorts of advice?
3. Do you find yourself going on and on about Golden Retrievers?
4. Do bridal dresses give you goose bumps?
5. When you are tired and you get a call to go do something that involves a subject does your exhaustion disappear?

If this happens than more than likely you are passionate about these particular items.

When someone asks me about helping others be successful, I have to hold myself back. When someone mentions a golf game, I am there.

Now translate this to business. What about your business turns you on? Is it that your office is a great place to work? Do your clients send you thank you notes? Are you award winners in your industry? Do you make a difference in your clients lives? How do you fulfill their wants and needs? How do you make communication better in the office, with your sales force, with your clients? Are you passionate about adding value to you clients lives? If so, how?

Be passionate and make a DIFFERENCE!!]]> http://www.salescoachinglive.com/bfarmer/blog/passion/ Tue, 22 Feb 2011 23:48:14 +0000 Ben Farmer http://www.salescoachinglive.com/scottconover/blog/fear-of-not-making-your-quota/ FDR’s famous inauguration quote “The only thing we have to fear is fear itself.” This has never been more true than in sales.

Most people today are...]]> FDR’s famous inauguration quote “The only thing we have to fear is fear itself.” This has never been more true than in sales.

Most people today are driven by fear and most sales leaders lead by fear. As a result, your decisions are driven out of fear. This behavior is holding you and your sales team from meeting your goals.

We are now 2 months into the year, sales professionals have received their quotas and have been pounding the pavement to drum up new leads and close deals. Many are already finding that they are not trending in the right direction to meet their quotas. They are beginning to feel that heavy weight of their quota and are fearful of not obtaining that number. If not caught early, this will paralyze you and your sales team. Being fearful of not attaining your quota will quickly become a self fulfilling prophecy. My suggestion and what I have found to help sales professionals meet their objectives is to not constantly focus on where you are against your established quota.

Nobel Prize Winner: “Business people who do not know how to fight worry, die young. How many of the things we worry about are worth that price?”

So, you may be asking yourself “How do I go about embracing my fears?” To answer that question, let’s take a step back and review what I hear most regularly while assessing the mindset of sales professionals and sales leaders. It is very apparent that they are fearful of two things that they can't control. Let’s see if you can pick out what those two things are.

Here are some of the statements that I hear most regularly in our assessments.

Sales Professional: That number is bigger than last year and I couldn’t hit that one. What if I don’t hit my numbers? How does that make me look? How quickly will I be able to find a new job?

Sales Leader: What if I fire underperformers? What will that do to the morale of the team? It took me a long time to hire these individuals, what if I can’t find someone to take their place? How much time will I lose in hiring and retraining someone else? How much market share will I lose? How will I meet my team goal or investor expectations?

If you are like most people you probably saw a lot of random questions but if you analyze each statement you will see the commonality across the board. The commonality that you see in all of these statements are that most people live in either the past or the future which are two things that can’t be controlled. Begin asking yourself as to what is holding you back and you will probably see that you share the same common traits as your peers.

As a ship has compartments that can be sealed to prevent water in one compartment from flooding another, so too do we need to seal off the past and the future. “We cannot live one moment in either of those eternities and to try to do so could ruin both our minds and bodies. We can be content to live the only time we possibly can – TODAY.” – Dale Carnegie

I like to use this question to some of the people that I coach. “If you were to go from Dallas to New York and there were no signs, compasses or GPS devices to get you there, what would you do?” Some get it right but most struggle. For those that don’t get it I will begin working with them through a series of questions to get to the answer but to summarize, the smart thing to do is to find someone who has already taken that journey and question them about what to take with you on your journey, where you should turn and what you should look out for to ensure a speedy and safe journey.

My suggestion is that you do the exact same thing with your sales career. Begin to look at the individuals that are successful in your organization. Focus on the processes that has helped them be successful and you will become successful. Ask for help in creating your process. You will find that people are willing to help those that ask for help and take action.]]> http://www.salescoachinglive.com/scottconover/blog/fear-of-not-making-your-quota/ Tue, 22 Feb 2011 15:32:53 +0000 Scott Conover http://www.salescoachinglive.com/barrycaponi/blog/what-s-your-favorite-radio-station-and-what-does-it-have-to-do-with-appoint/ It's WIIFM...What's In It For Me

What’s your favorite radio station? Are you an easy listening fan, a classical music, hard rock, soft rock, or rap ...]]> It's WIIFM...What's In It For Me

What’s your favorite radio station? Are you an easy listening fan, a classical music, hard rock, soft rock, or rap fan? Let me share with you my favorite. It’s WII FM. It’s very difficult to find for some reason, although it’s playing in every market in the country. I don’t care if you’re in Chicago, Miami or Gun Barrel City (that’s in Texas if you hadn’t guessed). It plays whatever you want to hear. As a matter of fact, that’s the whole point of WII FM. You see, WII FM stands for ‘What’s in it for me?’

Cute…but where’s the tie in to sales and appointment setting? Simple. Too many of us, when writing our value proposition statements that we use in our cold calling scripts (you are using a script, I hope) concentrate on the value of what we sell from our (the seller’s) perspective even though we think it is from the potential customer’s perspective.

I recommend that you take some time and go back to some of your current customers and ask them what they think is the overall value they derived from doing business with you. Notice that I didn’t say what value they thought your product or service brought to them. By asking a much broader question, you might get a totally different answer regarding why they do business with you.

Once you get a consistent answer that you’d like to talk your targets about, build that into the purpose for the call portion of your script, but do it in following way. Don’t just tell them you’d like to meet with them to tell them about the great benefit you can deliver to them. Tell them that you’d like to share with them what your customers are telling you about the impact on their business they believe you did deliver. And, if you can make it quantifiable it’s even more powerful. i.e. – they told us we helped them increase profits by 10%, cut waste by 23%, or double the number of Initial Meetings set (I couldn’t resist!).

It is a subtle difference, but it gives you third party credibility (your customers) and it piques their curiosity a bit, particularly if it is something about what one of their competitors, customers, or suppliers is doing (and curiosity killed the cat, right?) Otherwise, you’re just another peddler who is paid to say good things about your product or service. You believe everything sales people tell you about their products, right?

Give yourself an edge and let your customers say it for you.

Caponi Performance Group and Contact Science jointly market the telephone prospecting and cold calling solution called The Prospector’s Academy™ under the brand name Coldcalling101. It is the only comprehensive solution to solving the biggest barrier to success in most selling organizations – the inability to secure enough Initial Appointments to begin the selling process. We accomplish that through simultaneously addressing both the efficiency and effectiveness of the process. We can be reached at 214 483-5800 or at barry@coldcalling101.com.]]> http://www.salescoachinglive.com/barrycaponi/blog/what-s-your-favorite-radio-station-and-what-does-it-have-to-do-with-appoint/ Sat, 29 Jan 2011 21:31:55 +0000 Barry D. Caponi http://www.salescoachinglive.com/barrycaponi/blog/handling-the-i-m-too-busy-for-some-period-of-time-negative-response-on-an-a/ Sometimes they are busy for an extended period of time, not just this minute.

Last week I talked about one of the most common Conditioned Responses w...]]> Sometimes they are busy for an extended period of time, not just this minute.

Last week I talked about one of the most common Conditioned Responses we get – the “I’m too busy to talk with you right now” response. I told you about what should be your initial counter – assume the flavor of the ‘Too Busy’ only applies to that very moment. But what if they then reply, “You just caught me at a really busy time for me. I’m just swamped at the moment?" Well, here’s how you handle that.

Just as in my example last week of how to respond when they give you the response that they’re too busy right that moment for the second time; ask them when would be a good time for you to call back. They will have to give you some period of time if they are using this response. A week or two, or maybe a month perhaps. Since I call sales managers, I get the, “Call me after the end of quarter” a lot. Ask them, “Do you have your calendar handy? Why don’t we go ahead and put something down on the calendar for me to call you back. Let’s see today is July 18th and you want me to call after the end of the month. How about Wednesday, August 8th at 10:00 AM?” (Since you got them at whatever day and time this time, you might as well use the same again.)

Now that you’ve got a time on the calendar for a call back, take one more crack at something more immediate with something like, “Hey, do you mind if I ask what’s got you so busy between now and the end of the month?” (By the way, this must be delivered with sincerity in your voice.) If they give you any reason at all that you can say the following, do it! “You know, that’s exactly why I think we should get together right now, as I can help you with what’s got you so busy (or whatever will work here). How is Tuesday at 2:00?” Once again, you’ve got to deliver this with sincerity and you better be right about the reason you should meet now.

One last thing. Let’s assume that you have to go with the former approach and call them back on August 8th. Here’s what you say on August 8th. “Good morning Bob. This is Barry Caponi from the Caponi Performance Group again. Back on July 18th, you suggested that I call you this morning to set an appointment for us to get together. Would you be available Tuesday at 2:00?” Most likely they’ll not remember the reason for the call and ask you to remind them. Just launch right back into your script. “Oh, I’m sorry! The reason I had specifically called you that day was… Would Tuesday at 2:00 work for you?”

Caponi Performance Group and Contact Science jointly market the telephone prospecting and cold calling solution called The Prospector’s Academy™ under the brand name Coldcalling101. It is the only comprehensive solution to solving the biggest barrier to success in most selling organizations – the inability to secure enough Initial Appointments to begin the selling process. We accomplish that through simultaneously addressing both the efficiency and effectiveness of the process. We can be reached at 214 483-5800 or at barry@coldcalling101.com.]]> http://www.salescoachinglive.com/barrycaponi/blog/handling-the-i-m-too-busy-for-some-period-of-time-negative-response-on-an-a/ Sat, 29 Jan 2011 21:24:03 +0000 Barry D. Caponi http://www.salescoachinglive.com/barrycaponi/blog/handling-the-i-m-too-busy-negative-response-on-an-appointment-setting-call/ Regardless of whether the call is warm or cold, we hear this one consistently.

I was sitting at a business luncheon the other day and we were all tel...]]> Regardless of whether the call is warm or cold, we hear this one consistently.

I was sitting at a business luncheon the other day and we were all telling each other at the table what we did for a living and I mentioned that I was a sales trainer with a focus on appointment setting. The young woman sitting next to me was in sales and she asked me for a ‘free’ tip.

After passing on the old line of, “Don’t bet on the horses”, I asked her what objection she heard most often when calling for an appointment. (We call them Conditioned Responses because people generally use the same one all the time to get us pesky sales people off the phone.) She told me it was, “I don’t have time to talk right now." I asked her how she handled that and she said that she politely asked what would be a good time for her to call back.

I told her before I would give her my approach; I wanted to know why she thought the person was being honest with her and that they really didn’t have time to talk. It stopped her dead in her tracks. She told me she never thought about it that way, so I asked her what she said when people cold called her. Was she always honest? She laughed and said she always said the same thing; “I’m in good shape on (whatever they were selling).”

“Always?” I asked.

“Pretty much” she answered.

“So what makes you believe everyone else doesn’t use their own favorite Conditioned Response just like you do?” Mine is the too busy to talk one she hears most often as well, by the way.

So here’s how I told her to handle it next time:

1. “Hey, I totally understand. As a matter of fact the only reason I called was to set an appointment. How is Tuesday at 2:00?” (Assuming that’s what I asked for the first time.) You’ll more than likely hear them ask you what you were calling about again because they really weren’t listening any more once they realized it was a sales call. They were trying to figure out which of their old stand by excuses would work the best on you – proving my point that it was a conditioned or knee jerk response.

2. Don’t believe it’s true until they tell you a second time – then it’s okay to ask when would be a good time to call back and take your chances. If you can though, pin them down to a specific day and time and call back at that time.

Next week I’ll share with you how to handle the other flavor of ‘Too Busy’ – when they are tied up for some period of time, not just at the moment you called.

Caponi Performance Group and Contact Science jointly market the telephone prospecting and cold calling solution called The Prospector’s Academy™ under the brand name Coldcalling101. It is the only comprehensive solution to solving the biggest barrier to success in most selling organizations – the inability to secure enough Initial Appointments to begin the selling process. We accomplish that through simultaneously addressing both the efficiency and effectiveness of the process. We can be reached at 214 483-5800 or at barry@coldcalling101.com.]]> http://www.salescoachinglive.com/barrycaponi/blog/handling-the-i-m-too-busy-negative-response-on-an-appointment-setting-call/ Sat, 29 Jan 2011 21:15:45 +0000 Barry D. Caponi