Step 1- Meet someone new. Even if you have been doing business with a company for a long time, you had to meet some one new to begin the relationship.

Step 2- Establish a favorable first impression. You need to make the person feel comfotable that doing business with you will be a good thing to do. This involves your demeanor, attire, smiling, concern, and in general putting them at ease.

Step 3- Find out where the pain lies. The new contact is not interested in what you have to sell unless they have a need. So you must discover what is of concern to them long before you can offer any solution.

Step 4- What’s in it for them. People do not like to buy unless there is something in it for them.So you need to make sure that the solution offers a benefit to them. Most people listen to the same radio station (WIIFM) What’s In it for me.

Step 5- Ask for the Order. More sales have been lost when the sales person simply never asked for the order. The customer expects you to ask and often when you don’t they will either simply not buy or will buy from another person who asks for it.

Step 6- Follow-up. Many customers will feel slighted because although they may have liked the product or service without proper follow-up they will go elsewhere for future purchases. Remember it is 5 times as difficult to get new business as it is to get repeat business.

Hank Sullivan

It is about our perception of time. When we are working at challenging projects, there never seems to be enough time. When we are bored, time seems to slow down. To change our perception, we need to change our attitude. To achieve more in the time available then you need to develop a time conscious attitude.

Examine your attitudes to determine if you need to change your thinking. If your goal is to make more sales but you avoid sales oriented activities, your behavior is inconsistent with your goals. If you want to achieve outstanding success, but you devote only minimal hours and average effort to work, your behavior is inconsistent with your goals.

Finally a time conscious attitude will help you develop new time conscious habits which will make you more productive.

So how can you become organized? First thing is to make a commitment to yourself that you will become organized. If you are a person who says I would like to be more organized but I don’t know how, you need to stop and change today. It is a lot easier than you think. It involves the 3-D’s. No, that is not special glasses to watch a movie. It is Do it, Dump it or Delegate it.

Step 1 in the process is to set a minimum 2 hour appointment with yourself. Put it on your calendar. Turn off your phone , cell phone and computer. Put a do not disturb sign on your door.  During this appointment you are going to handle every piece of paper and other things in your office once.  You need to determine if it needs to be done, dumped or delegated. If you say that you have no one to delegate to, that is wrong. You can always outsource an activity. This is especially true if someone else can do it faster and better allowing you time to do what is more productive.

It is obvious that the dumped items are going away and uncluttering your office and life. Remember if you have not done anything with it in the past 6 months, you either need to throw it away or put it in storage. Even the IRS does not require you to keep things forever.

The delegated things are also going away where they will be properly handled and processed.

Finally you have the Do It group. Put them in 4 groups. Today, this week, Next week, When I have time. It is amazing how few things need to be done today. The problem is when we postpone doing them until tomorrow. The problem with tomorrow is that it never comes.  ” Today is yesterday’s tomorrow”.

So set yourself a goal to become a person who is determined to unclutter and begin doing today. You will amaze yourself on how much more relaxed and productive you will become.

The goals you set for accomplishing the company’s/department’s mission must be in line with the vision and what your company wants you to do. If what you plan to achieve for your job, department, or team isn’t coordinated with the goals of your organization, you’ll waste your time and energy.

Goals are the foundation of motivational programs. By reaching toward your goals, you become motivated, and by knowing the goals of your team members and helping them reach those goals, you help to motivate them.

The process of setting goals takes time, energy, and effort. Goals aren’t something you scribble on a napkin during a coffee break-you must plan what you truly want to accomplish, establish timetables, determine who will do each action step, brainstorm all the possible obstacles, create a solution for the obstacles, review all of the rewards and consequences of achieving or not achieving the goal, and implement the goal.

Criteria for setting goals.

To ensure that goals can be accomplished, follow these guidelines for setting your goals. Your goals must be SMART.

S - SpecificM- MeasurableA - AttainableR - Realistically HighT - Target Date or Time Bound

Example: Your goal is to save money. This is a hazy goal. You could put one dollar in a jar and that hazy goal would have been accomplished. It does not conform to the above criteria.

Instead your goal could be - Save $100 per month for the next 12 months starting (today’s date) to be complete by (target date). This goal is specific, measurable, attainable, realistically high, and has a target date. Happy Goal Setting!

1. Reliability- can the customer depend on the organization to accurately and dependably provide service to them?
   

2. Assurance- does the service provider convey confidence about their product or service and do the customers trust that service provider?
   

3. Tangibles- this deals specifically with the appearance of the service area, the store, the lobby etc., and the appearance of the customer service provider. Is the environment pleasing and appropriate and is the service provider dressed appropriately, smiling, warm and genuinely open? If you are interacting with the customer via the phone obviously your smile, your tone of voice and listening intently will create positive points of connection with your customers.
   

4. Empathy- this is the strongest skill that demonstrates that the service provider genuinely cares.
   

5. Responsiveness- this involves the ability to provide prompt or timely service and measures the willingness of the service provider to help customers.
   

Stephen Covey refers to a concept of emotional bank accounts. An emotional bank account works like a financial bank account where there are deposits and withdrawals. Points of connection Points of connection, whether positive or negative, have a direct correlation to the customer’s emotional bank account. If the connection is a positive experience there is a direct deposit. A negative experience leads to an immediate withdrawal from the account. Often times, it takes numerous positive points of connection to create a deposit; however, it often only takes one negative point of connection to deplete an account.

How did you react to the last negative experience you had with a service provider? Was you last stay at a hotel positive or negative? What point of connection formed your decision? Is every point of connection in you business a positive one? Will your clients be adding to their emotional bank account for your business or are they planning to close the account. How can you know? Start now to find out! Create a process within your organization that provides the ability to monitor and measure every point of connection in your service cycle. By creating that process you will be focusing on making every customer experience valuable and hopefully positive.

If you want to know more about how to increase you Customer Loyalty contact Hank Sullivan at Strategic Solutions (510) 432-7596

Soon it will be St. Patrick’s Day and we will be talking about the the luck of the Irish.
In an article by Joe Sherlock, he points out that Luck is simply Preparation meeting Opportunity. That’s what the Irish (and other immigrants) did. They were prepared to find and cultivate opportunities; they made their own luck. So,to make your own luck for your business, you need to do two things.

First, make positive statements about your business, making sure that you’ve removed all negatives - put some blarney in there!
Second, get out there and network to expand your business base.
And, start doing it now; remember the old Irish proverb:
“You’ll never plow a field by turning it over in your mind.”
So enjoy the wearing of the green and I hope you find your pot of gold

Many sales professionals know that a positive attitude is a key element, perhaps the most important element, to success in sales. Even though they know this, most sales professionals find it extraordinarily difficult to maintain a positive attitude all day, every day. The reason: most likely because they believe that their attitude is the result of external circumstances rather than something that is within their control.

Here are some tips to help you stay positive:

1. Create a new definition for yourself of “external circumstances.” You might think that hitting a few red lights on the way to an important meeting with a prospect could be seen as “bad luck” and put you in a bad mood. Definitely not a mood you want to convey to your next potential client! However, if you view those red lights as an indication to yourself of how wise it was of you to leave early, they take on a whole new meaning.

If you are late because of those lights, take it as an opportunity to collect yourself and brainstorm a damage-control strategy.

1. Begin every day with 15 minutes of positive input. If you fill your mind with positive thoughts, you’ll have a larger library of positivity to pull from when your day might not quite go as planned. Read an inspirational book or listen to motivational CD’s in the morning. We happen to know where you can get a few of those! Might we suggest popping in your Sales Development CD’s on your way to prospecting meetings? (If you need one contact us today)

2. Choose your news. You get bombarded everyday with a news media that believes in the mantra, “If it bleeds, it leads!” followed by commercials designed to make you feel better. Our media strives to ramp up your feelings of anxiety by highlighting horrific stories and follows them with advertising that helps you to buy comfort food or medications to relieve the pressures of everyday life. Unplug yourself from this negative imagery. Find alternative sources to keep yourself up to date with the day’s events, such as public radio or print news. It’s easy to choose what to read and listen to.

3. Surround yourself with positive people. Business associates, friends, and relatives who have a negative view about life can make it hard for you to maintain your positive attitude. These people can drain you mentally and physically. Wherever possible, avoid them or at least limit your contact with them. If you cannot avoid them, don’t get drawn into lengthy gripe sessions. Listen empathetically and turn the conversation to a more positive topic as soon as you can. On the other hand, positive people can enhance your life and help to keep you upbeat and with a good outlook on your world.

Today’s business is sales-driven and today’s salesperson is a key link to success in business. One element that distinguishes profitable companies from non-profitable companies is their ability to better develop their salespeople. The result is salespeople who sell because they want to excel, and succeed because they understand why and how to utilize their knowledge. The Sales Development process not only makes sales development possible, but eminently profitable.

Key Areas:

Success in Sales

The Buying/Selling Process

Your Personal and Professional Growth

Prospecting Fundamentals

Planning Your Success Part I

Prospecting: Advanced Techniques

Communication Skills

Getting Appointments

Planning Your Success Part II

The Introduction

Gaining Favorable Attention

Discovering Wants and Needs

Building the Case for Action

Presenting Benefits and Consequences

Getting Commitment and Follow Up

Overcoming Obstacles for Continued Success in Sales

Positive Leadership assumes that goals can be accomplished, the job can be done, the problem can be solved and obstacles can be overcome. Leaders create their own future because they have faith in themselves.

Key Areas:

· You Possess the Ability to Lead

· Preparation for Leadership

· A Product of the Past

· Formal Leadership

· Goal Setting for Success

· Building Success Attitudes and Habits

· Developing Your Personal Goals Program

· Turning Solutions into Action

· Understanding and Affirming Your Self

· Managing Your Time

· Communications and Human Relations

· Decision Making and Problem Solving

· Motivation

· Continuing Your Leadership Growth

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