C-Suite Network™

Menu
Search
Close this search box.

Category: Sales

Categories
Best Practices Marketing Personal Development Sales

An Insight from the Queen of the Customer Visit

A respected friend gave me a great insight a few days ago about her role in organizing customer visits…you know, when a large prospective customer comes to the factory/headquarters to perform detailed investigation of one or more critical issues.  She was renowned for arranging high-impact presentations…when she got the right inputs.

My friend was in charge of scheduling and all local arrangements once a visit request came in.  She described one of her major challenges:  when a salesperson requested a visit without a plan.  A visit is a significant investment for both buyer and seller, and needs to create maximum impact.   Frustratingly, my friend was hamstrung without understanding what issues were significant – especially any key issues being weighed by that customer.

Then she dropped the Insight Bombshell.

Key insight:  it was only low-performing salespeople who said “just wow them” or words to that effect. By contrast, high performers consistently articulated what had to happen during the visit, what issues to emphasize, and what “success” would look like with each attendee. Sadly, the low performers put the company in the position of trying to arrange an impactful meeting without any charter.

Typically, sales at this company involved a variety of technical issues (mechanical and electrical), aesthetic/design considerations, flexibility, durability, and more.  Capabilities available exceeded time to cover them.  Great salespeople knew what value they needed to show, and made it a point to focus everyone’s attention on impactful, leverageable differentiation.  They set aside any differentiation not relevant to the selling situation at hand.

Does this sound familiar in your business? How often do you demo without a differentiation plan?  Do you ever place trial systems without a definition of success or without a clear idea of what the trial customer is trying to learn?  Bottom line, do you know what knowledge and perception gaps you must try to fill?  If not, do you think you might be one of those “just wow them” sellers?

Don’t waste opportunities

Even ignoring the expense and time investment of the typical “plant visit”, you need to learn from this insight. Don’t waste scarce demo specialists, even on a virtual demo. Point subject matter experts at critical value gaps beforehand.  Perhaps most critically, your selling time is precious; spending it on non- or marginally impactful differentiators is two mistakes in one:

  1. You are wasting selling time on issues that don’t move a deal.
  2. You are distracting attention away from deal-moving differentiation when you dilute it in low-priority information.

The second point comes directly from consumer choice research:  If you dribble critical value into a stream of irrelevant product (or service) promotion, you’re asking your customer to play “Where’s Waldo” with your value.  Unfortunately, customers would rather just go somewhere else (a competitor?) to obtain a useful (to them) stream of key value points.

This is why “show up and throw up” sales calls are so harmful.  Discover specifically where you can show value to a customer via customer-focused interaction, then demonstrate those specific value creators that connect to the customer-perceived value gap.

Takeaways:

Here’s what high performing sales people do:

  1. Discover value gaps first – before sharing anything about your solution.
  2. Share your differentiated way(s) of addressing those value gaps. Use experts and customer visits to address gaps, not merely to spray them with features and benefits.
  3. “Yada yada” (de-emphasize) areas where you have parity with other solutions. Just make sure that those personas responsible for confirming basic functionality are satisfied– separately if at all possible.
  4. Make sure the customer has connected your differentiation to their value gaps.
  5. Walk your customer through a thought experiment that causes them to envision all primary and ancillary outcomes of closing the value gap….in as much detail as possible.

Discuss below, or reach out to me to discuss how you and/or your salesforce can have those kinds of highly impactful interactions.

To your success!

Categories
Marketing Personal Development Sales

If You Don’t Know Your Differences, You’ll Never Know Your Value

It’s simple:  Your offer’s value exists only in a customer’s mind. When you hear the phrase “customer perceived value”, I want you to remember that the “customer perceived” is redundant; there is no other kind of value besides customer-perceived.

Customers only derive value based upon differences. There’s more to it, which we’ll come to in a minute, but let me simplify half a century of consumer choice research for you.

Hueristics:  Shortcut Mental Processes

Buyer choices are based upon differences between different offers, which is a mental shortcut, or heuristic (an academic researcher word.  Impress your friends).  We shortcut a complex set of choices based only on what’s different.  Think about buying an automobile, for example.  When comparing the options, you don’t go down the list of “what is the same”.  Your brain knows that is a waste of mental energy.  You won’t even take notice tires, spark plugs, cylinders, steering wheels; every option has the same number, and any differences are unimportant to most buyers.  However, you might notice that one option has a comfortable leather-wrapped steering wheel…but really only if the other car doesn’t.

Not all differences are the same (sorry for the pun)

Differences become differentiation (in the consumer choice sense) when two things occur.

First, those differences need to be factored in to a decision process.

Second, they need to be given weight, or value.

For value to “occur” in the customer’s mind, you need to do both.  Let’s start with the first.

Differences need to park between your customer’s ears as differentiation before they can grow into value.

Differences are promoted to differentiation (differences that the customer uses in a decision) under a consistent hueristic.  Buyer (all personas; not just a purchasing agent) decision-making follows a consistent prioritization of differences which:

Come to mind easily. The buyer psychology term is “ the availability principle”.  This means that decision makers default to easy-to-recall differences. Differences that you give to a prospect (especially without confirming conversation) are not as “available” as differences they can describe unprompted. Let’s go back to an auto purchase example:  I’ll recite advantages of one of your two “acceptable” finalist options to you.   Then, I’ll ask you to explain to me the advantages of the second option.  Which one will you end up buying the next day? The reason is the availability principle.   Availability is part of why a customer believes what they tell you much more than what you tell them.  Use conversation to get a customer to process differences into differentiation.

The customer has to produce themselves. If nobody produces any differences,  some buyers will dig deeper to uncover them. This does happen, but you’re leaving things to chance.  Differences which don’t enter a customer’s consciousness don’t create differentiation or value.  I once learned that a customer valued my company’s responsiveness, and willingly paid a small price premium — which could have been much larger.  When there was a “both parties’ fault” problem which shut their production down, we made things right in the way they knew we would…and which we took for granted.  This was the exception, not the rule.  Because we didn’t uncover it, we never had the option to sell (and possibly price, had the difference been something a little more image-positive).

Price becomes a primary differentiator only when no other differences exist in the prospect’s mind.  Note:  some procurement/purchasing folks will lead you to believe that your differences (above) are insignificant or nonexistent – purely to drive a price-centric conversation. It is the responsibility of a seller to determine how real this gambit is. If your sellers respond only by discounting, you may have a significant opportunity to improve.  I work with sellers to understand how and when to play this game.

Status quo becomes your biggest threat when no differentiators have appeared as your customer goes down this decision pathway. It is a threat almost always, of course, but if not even price seems different between the top two choices, status quo always wins (consumer choice research has established this using dozens of experiments repeated hundreds of times).  If status quo is not one of the finalists, customers will produce a differentiator that might seem so frivolous that it feels like they used the dartboard to make their choice.  These are frustrating wins…and even more frustrating losses.

When Differentiation becomes Value

I often quote Bob Miller, who pointed out that Customers don’t buy our offers, they buy outcomes. Buyer research shows that people decide based upon differentiation… differentiation they value due to the outcomes that differentiation yields.

How does differentiation turn into value?  When a prospect gives it weight by connecting it to an outcome or outcomes. The value/weight of an outcome increases as it progresses through “theoretical”, “possible”, ”likely”, ”probable”, then “assuredly”.  It also increases as the desirability of the outcome progresses through “unquantified tie breaker”, to “I’ve visualized the outcome”, to “I’ve visualized myself realizing that outcome” then “I’ve quantified the outcome financially and personally”, and finally,  “I’ve also quantified ancillary outcomes”.

The same rules of availability apply to value building.  If you build a value case and deliver it to a prospect, it is far less available(and thus less value is built) than if you walk the prospect through the exact same validation/quantification process such that they build it themselves in their own mind.

Buyers (other than purchasing folks) seldom use price as the primary differentiator.  Far more frequently, they use your price premium (that’s your price difference, remember?) vs. their own estimate of value. Using an auto purchase example, a consumer might justify whether the leather upholstery option is worth the $1500, quantifying comfort, longevity, prestige, in a way that translates each of these differentiators into a dollar justification.

Bottom Line

If you never help your customer identify your differences, they probably won’t think you have any, and you will never enter the finalist stage.

When you fail to help your customer process differentiation into your (outcome-based) value, they won’t fully appreciate what you offer, and won’t be willing to pay you what you’re really worth.

When you don’t know your value, you’ll never know how to sell or how to price.  Your achievable price premium depends on the value of your differences to the customer.

I invite your comments and feedback.

To your success!

Categories
Best Practices Entrepreneurship Human Resources Management Marketing Negotiations Sales Skills Women In Business

But Wait, There’s More – Negotiation Insight

“Never forget that you have the power to choose what you wish others to see in you.” -Greg Williams, The Master Negotiator & Body Language Expert

When do you reflect upon where you are in your life? Does it occur when you’re beset by misfortune or when you’re in a state of exhilaration? It’s a thought that warrants attention because you’re always being moved by your thoughts. And, your thoughts transfer into actions.

When you’re in a certain mental state, note the words you use to represent that mindset to yourself and others. Words have power. Thus, the way you use them will influence your actions and that of those around you. When you muse to others and yourself about what you’re thinking or how you feel, you’re giving insight into your personality. That insight allows others to assess who you are, what you might do in a situation, and how they might interact with you during those times.

Anytime you’re not feeling normal, whatever that might be for you, and you don’t wish to expose it, cloak it by displaying a different demeanor. If you’re a frequent reader of my writings, you know you’re always negotiating; that means, what you do today impacts tomorrow’s opportunities or lack of. You don’t have to consider your actions as being a negotiation. Nor do you have to consider air as a vital part of life. Nevertheless, both are truisms.

To achieve more, you must be mindful of how you represent yourself to others. The more you wish others to perceive a certain persona, the more aligned your actions should be with that persona. If you leave people with the thought that there’s more to you than they know, you’ll have them in a state of wonderment that states, but wait there’s more. That will heighten their intrigue of you, which will serve to increase their interest … and everything will be right with the world.

What does this have to do with negotiations?

Predictability vs. Unpredictability

During a negotiation, a collage of thoughts, words, and actions will attempt to drive the negotiation down different paths. The predominant collection of that makeup will determine your success; another consideration will be your past demeanor. The latter will serve as input about how you’ll respond to certain stimuli.

In a negotiation and in every aspect of your life, people will believe of you what they see. Sure, they’ll color their perception based on their biases. The rub is, if you don’t present yourself based on how you wish to be perceived, they’ll fill in the blanks without your input. Don’t wonder as you wander. Show others what you want them to see in you.

People like predictability. But, if you want to win more negotiations, they’ll be times when it behooves you to be unpredictable. During such times, leave others wondering if there’s more to you to uncover. Doing so will serve your benefit. They won’t be able to completely figure you out. Thus, they’ll lack the ability to predict what you’ll do next. That’ll serve to foil their negotiation plans. To keep them off-balance, create a state of mind for them that says, but wait, there’s more.

Remember, you’re always negotiating!

After reading this article, what are you thinking? I’d really like to know. Reach me at Greg@TheMasterNegotiator.com

To receive Greg’s free “Negotiation Tip of the Week” and the “Sunday Negotiation Insight” click here http://www.themasternegotiator.com/greg-williams/

#HiddenValue, #More, #Aware, #Success #Emotion #Business #Progress #SmallBusiness #Negotiation #NegotiatingWithABully #Power #Perception #emotionalcontrol #relationships #liars #HowToNegotiateBetter #CSuite #TheMasterNegotiator #ControlEmotions

Categories
Best Practices Entrepreneurship Management Marketing Negotiations Sales Women In Business

Be Aware of the Straw Man

“Always attempt to control those that attempt to control you. By doing so, you’ll have greater control.” -Greg Williams, The Master Negotiator & Body Language Expert

Are you aware when others invoke a straw man to maneuver you? Be alert to such actions. Those actions may leave you instilled in fear. Worse, they may leave you confused about why you engaged in an action.

Straw man has several meanings. It can refute a response that veers from the initial point while giving the appearance of addressing it. As an example, a supervisor might say to his boss, “The team worked a lot of overtime to get the project in on time. I think we should give them a 2% bonus.” The boss’ response, “That’s horrible thinking! If we gave a bonus every time they did their job, there would be no incentive for them to do anything.” The boss’ rebuttal, while appearing to respond to the supervisor, ignored the overtime the employees worked to get the project in on time. It ignored that they went above their normal duties.

A straw man can also refer to a person lacking in integrity or substance. An example of this might be, “As he felt backed into a corner, he said, you can do to me as you like, but my followers will make you pay for your deeds.” The reference to, ‘my followers’, was an attempt to conjure up a straw man that would seek retribution.

Suffice it to say, always attempt to control those that are attempting to control you. In so doing, you’ll be in a better position to maintain control of yourself … and everything will be right with the world.

What does this have to do with negotiations? 

Who uses a straw man?

During a negotiation, a straw man can be invoked to foster a position to embolden its user. It might be employed to inject fear, reward, happiness, or retribution into the negotiation process. If stealthily employed, it can give the appearance of its user’s fingerprints not even being on the suggested deed (e.g. one negotiator to the other – they may harm both of us if we adopt that position). Thus, it can be one way to insulate one’s activities from any blowback. In this case, think of the straw man as being the image that one wants to cast that’s greater than the image of the one doing the casting.

Why are straw men used?

a straw man is yet another tactic used in a negotiation by savvy negotiators. Some stumble into its usage, not realizing the effect it can have on a negotiation.

When used deftly, this tactic can alter the course of a negotiation by distracting from the point at hand, altering the flow of the negotiation, and casting doubt in the mind of the negotiator that adopts a position.

In your future negotiations, take note when a straw man is attempted to be used against you. Also, consider when it might be beneficial to invoke your own straw man. Doing so will take your negotiation abilities to higher heights.

Remember, you’re always negotiating! 

After reading this article, what are you thinking? I’d really like to know. Reach me at Greg@TheMasterNegotiator.com

To receive Greg’s free “Negotiation Tip of the Week” and the “Sunday Negotiation Insight” click here http://www.themasternegotiator.com/greg-williams/

#Strawman, #Aware, #Success #Emotion #Business #Progress #SmallBusiness #Negotiation #NegotiatingWithABully #Power #Perception #emotionalcontrol #relationships #liars #HowToNegotiateBetter #CSuite #TheMasterNegotiator #ControlEmotions

Categories
Best Practices Entrepreneurship Management Marketing Negotiations Sales Skills Women In Business

Your Uniqueness – It’s Not Just Coffee

“If you want to stand out, don’t stand in a crowd.” -Greg Williams, The Master Negotiator & Body Language Expert

How do you separate yourself from the masses? Are you someone that glides in the strides of the crowd and then wonder why others don’t recognize your uniqueness?

It’s Not Just Coffee:

People lined up for miles to get their car washed. Most didn’t grumble because they knew they’d get a cup or two of that delicious coffee. It was a special blend that wasn’t served anywhere else. It was more than just coffee; some said it was a slice of heaven. Patrons told the owner, they didn’t really come for the car wash, they came for the coffee. The coffee was the establishment’s uniqueness. What’s your uniqueness?

Your Uniqueness:

As shown through your fingerprints, you have uniqueness in you. Some people are afraid to display their uniqueness for fear of how others might judge them. Some don’t even recognize that they possess traits that would endear them to others.

By not embracing and using the uniqueness that was bestowed upon you, you’re shortchanging yourself and those that might benefit from your gifts. If it’s fear that’s stopping you from displaying the inner person that you’ve incarcerated, what are you fearful of? Even if others should mock you, their mockery does not have to become your reality. Even if others reject you, you do not have to reject yourself.

Your Mind:

Everyone wants to be liked and appreciated. That desire is what keeps some people in society’s zone of safety. It becomes the self-imposed boundaries that surround their mind. It keeps them grounded when they could be soaring high in the sky.

Embrace the endowments that have been bestowed upon you. They’re gifts from a higher source. Shrink not from ‘the bigger you’. Allow it to escape from the small façade in which it currently resides. You’ve already outgrown that space.

Fear Not:

Fear not your greatness. It’s waiting to be exposed. Once you release it, you’ll find a greater life, more self-fulfillment, and a higher sense of purpose awaits you. Once you break the shackles that restrain you from a higher calling, you will embolden your uniqueness. Then, you’ll take the form that you were destined to be … and everything will be right with the world.

What does this have to do with negotiations? 

In a negotiation, a negotiator’s fears can be sensed. When he holds back an offer that stems from a lack of self-assuredness, doubt, or courage, he displays the lack of commitment he has for the offer. That can leave him in a precarious negotiation position. That can become an extremely difficult position from which to free himself.

During a negotiation, your uniqueness signals that you’re a negotiator that knows how to negotiate effectively or one that diddle-daddles. Your persona and reputation are at stake. How do you want them to precede you in your next negotiation? Will it be one that people speak of as being unique or will they say, “yeah, he’s just like coffee – you can find what he’s offering everywhere.” It’s your call. Make it a unique one.

Remember, you’re always negotiating!

After reading this article, what are you thinking? I’d really like to know. Reach me at Greg@TheMasterNegotiator.com 

To receive Greg’s free “Negotiation Tip of the Week” and the “Sunday Negotiation Insight” click here http://www.themasternegotiator.com/greg-williams/

#Uniqueness #Think #Success #Emotion #Business #Progress #SmallBusiness #Negotiation #NegotiatingWithABully #Power #Perception #emotionalcontrol #relationships #liars #HowToNegotiateBetter #CSuite #TheMasterNegotiator #ControlEmotions

Categories
Best Practices Body Language Entrepreneurship Management Marketing Negotiations Sales Women In Business

Negotiators: Negotiate Better – Know How to Use Words Right

“Good negotiators listen for what’s not said, in order to hear words right.” -Greg Williams, The Master Negotiator & Body Language Expert

People’s thoughts give life to the words they use to influence others. Thus, their words move people to actions. As a negotiator, to negotiate better, know how to use words right.

Using His Words:

When engaged in a negotiation, listen to the words used by the other negotiator and the way he uses those words. As an example, he makes the statement, “I only want to address one thing at a time.” Later in the negotiation, if he asks you to address multiple items/situations simultaneously, you can state, “I only want to address one thing at a time.” Citing his own words as justification for your actions will psychologically put him into a state of reflection. Note his body language to discern the effect that your words have on him (e.g. leans back resting towards one side of his body, laying a pen/pencil down/aside, looking up into the air). Any such signals will serve as validation that he’s taking your words into his thought process.

Emphasized and Changing Words:

During a negotiation, the opposing negotiator will emphasize certain words. Listen for them. Through his action, he’s denoting the importance that word has in his thought process. You can use that insight to reposition your negotiation efforts to fit the altering situation based on the way he’s thinking.

As an example, if he begins a statement by saying, “Weeee, I think I can do it.” Note the word choice change from ‘we’ to ‘I’. Plus, note how he drew ‘weeee’ out. While making that change, he was likely considering to what degree he’d have to rely on others. By changing his words, he displayed his belief that he has greater control over producing the outcome in question. That display gives you insight into where he believes his abilities lie in that situation. You can clone it by posing similar questions to move him in the direction of your needs throughout the negotiation. That insight will also allow you to cite his pride of authority and position him as such. Then, if you reach a point of decision and he refers to his need to consult others, remind him of what he’s implied about his authority. Even if he states the situation at hand is above his authority, you will have uncovered his limits.

Unspoken Words:

People say a lot through the words they don’t use. Thus, what’s not said can be more important than what’s said. It too gives insight into their thoughts.

During a negotiation, closely observe the word choice used by the other negotiator to convey his thoughts and offers. Consider what he’s not saying and why he may not be using specific words. If you sense he’s attempting to prevent you from uncovering something, ask him about it. Use the words that you believe he’s not saying and observe his reaction. If his reaction is one of dismissiveness, pay attention. You may have stumbled upon a point that requires greater probing.

When people hesitate, pause, or alter their words, they’re giving you insight into their shifting mindset. That shift represents a change in their thinking. If you’re astute, you’ll observe the cause of that action and use it to advantage the negotiation.

From the way you use words to convey your offers, to the way you use the opposing negotiator’s words to shape his perspective, if you use words right in a negotiation you’ll experience greater negotiation outcomes … and everything will be right with the world.

Remember, you’re always negotiating! 

After reading this article, what are you thinking? I’d really like to know. Reach me at Greg@TheMasterNegotiator.com

To receive Greg’s free “Negotiation Tip of the Week” and the “Sunday Negotiation Insight” click here http://www.TheMasterNegotiator.com/greg-williams/

#Negotiator #Power #secrets #Mistakes #Management #SmallBusiness #Money #Negotiating #combat #negotiatingwithabully #bully #bullies #bullying #Negotiations #PersonalDevelopment #HandlingObjections #HowToNegotiateBetter #CSuite #TheMasterNegotiator #psychology #NegotiationPsychology

Categories
Best Practices Entrepreneurship Human Resources Management Marketing Personal Development Sales Women In Business

3 Ways to Build Influence Online

In my book, I.C.U., The Comprehensive Guide to Breathing Life Back Into Your Personal Brand, I talk about the three ways I believe we each live out our Personal Brand: Personally, Online, and Publicly. I often refer to this as: POP Your Brand™.

Our world today is submerged in living out much of our life online. We Google people before we ever meet them to find out more about them. What we discover online about others gives us a sense of the overall persona of that person. Often, it is the only information we have about the person and their business that allows our brain to form this mental impression.

Here are three ways to build an influential online brand:

Build Your Expertise.

One of the best ways to build your expertise is to create. Creating content gets your thoughts and opinions out there for the world to see. In many ways, the internet has leveled the playing field in this realm of building yourself as a thought leader in your industry. Everyone now can write articles and blog, generate videos, and be a guest on a podcast. The more places you can voice your opinion – whether that be in written, audio, or video format – the more you will rise to the top of your field. People need to know you before they need you. So how are you going to make yourself known in the sea of sameness? Get your opinions out there! By doing so, you will become a credible go-to resource.

Association Branding.

It is correct when our mothers tell us, “you become like the people you hang around” or “you are guilty by association.” Pay attention to who the influencers are in your field. Make a list of 10 of them that you want to be associated. Then start interacting with them online by liking, commenting, and sharing their posts and content.

Ensure your profile photos are professional.

Janine Willis and Alexander Todorov, researchers at Princeton University, found people make judgments about a person’s trustworthiness, competence, and likability within a fraction of a second after seeing someone’s face. As mentioned above, people will search for you online before they meet you and even after they meet you. Your photo is an essential element of any of your social media or website pages. In a sense, it is your logo. The headshot you choose speaks to your decision-making process and how you think of yourself. Do you care enough to put up a high quality and professional photo of yourself, or do you think a quick selfie emits a better representation of who you are? The choice is yours. Think about how you want to be perceived.

Incorporating these three tactics into your personal brand strategy will ensure you are in alignment with the brand you want to establish online. Be intentional, be consistent, and always be you.

I help executives create a powerful image and brand so they look and feel confident wherever they are. Contact me at sheila@imagepowerplay.com to schedule a 20-minute call to discuss how we can work together to grow your visibility through my return on image® services.

Categories
Best Practices Entrepreneurship Management Marketing Negotiations Sales Women In Business

“Change” – Negotiation Insight

“Change is the arbiter of the future.” -Greg Williams, The Master Negotiator & Body Language Expert

I heard a knock and mindlessly asked, “who is it?” A mumble met my request. As I opened the door, I asked, “who are you?” The response was, change!

Change occurs every day of your life. Sometimes you observe its transitions, most of the times you don’t. Since change is so prevalent, why do some people find it difficult to deal with? Are you one of them?

Let’s examine why it can be difficult to embrace change at times. Our quest will be to obtain insights that allow you to become the beneficiary of change.

Fear:

What is fear? It’s what protects you from harm. It’s also what prevents you from advancing. Fear stems from not being sure of an outcome. Based on the similarity of the current situation and its propinquity to those you’ve had in the past, you mentally assess the current situation’s probability of success against past occurrences.

To be successful when contemplating change, identify the source of your fear, examine it, assess its viability. Question if it’s real. Don’t let fear dissuade you from grasping the change that moves you forward. If fear is preventing you from advancing, confront the greatest aspect of it. In so doing, your smaller fears will evaporate.

To advance in life, you must adopt a higher-level mindset. You can accomplish that by combating and overcoming the fears that restrain you. The change that will move you forward will be the unshackling of the fears that don’t.

Motivation:

What sense of motivation occurs when you recognize that change has summoned your attention? The answer lies in its degree. If you note how different degrees of change affect you, you’ll begin to note the degree of influence it has. To accept change, recognize its value and its source of motivation. Once done, you can apply it to more positive thoughts and actions. That will be the launchpad to greater success.

Positive Deviants:

To be more receptive to change, observe its positive deviants. As an example, if you work too much and discover that life appears better when you’re with friends, consider how you can utilize your friends’ insights to be productive while spending time with them. The positive deviant, in this case, would be the discovery of changing an environment that’s more beneficial to your well-being. Simply stated, the change lies in maximizing the value of work and friends. Use the model of positive deviants when assessing the value that change offers you.

When it comes to change, it’s constant. You can fight it, deny it, or ignore it. It will occur anyway. If you choose not to engage in change, you’re only divorcing yourself from reality. Everything changes, including you.

So, since you’re always adapting to change, why not control the process and use it to your advantage? You can do that by observing how you engage in change and controlling how it affects your life … and everything will be right with the world.

What does this have to do with negotiations?

Change is prevalent in every negotiation. From the moment of its conception to its conclusion, change is the component that shepherds the negotiation towards its end.

If you’ve planned appropriately and the negotiation is unfolding according to plans, don’t fret when occurrences become out of step. Instead, consider the meaning. The unsuspecting change may be a blessing, not a curse.

Remember, you’re always negotiating! 

After reading this article, what are you thinking? I’d really like to know. Reach me at Greg@TheMasterNegotiator.com

To receive Greg’s free “Negotiation Tip of the Week” and the “Sunday Negotiation Insight” click here http://www.themasternegotiator.com/greg-williams/

#Change #Think #Success #Emotion #Business #Progress #SmallBusiness #Negotiation #NegotiatingWithABully #Power #Perception #emotionalcontrol #relationships #liars #HowToNegotiateBetter #CSuite #TheMasterNegotiator #ControlEmotions

Categories
Best Practices Entrepreneurship Human Resources Management Marketing Negotiations Sales Women In Business

Negotiator Safety Perspective is a Strong Matter of Perception

“Look to the perspective of safety for greater insight into the perception of its meaning.” -Greg Williams, The Master Negotiator & Body Language Expert

As a negotiator, what’s your perspective of safety when negotiating? It’s a question you should consider because your perspective influences your thoughts and actions. If you’re not aware of that, you could find yourself engaged in irrational thinking and behavior, which would not support your negotiation efforts. Consider the following thoughts in your future negotiations.

Sensations:

Do you feel it? When negotiating, can you feel the change as it’s occurring? As you’re negotiating, attune yourself to your sensations. In some cases, you’ll sense subliminal signals; they may not fully register at your level of consciousness. If you’re aware of such sensations, you’ll be alert to signs that signal the need to alter your strategy. Note when you have a sense of foreboding. That may be your first warning signal that something may be amiss in the negotiation.

Assess Emotional Wellbeing:

Do you note your EQ (Emotional Quotient) when negotiating? Your EQ is your ability to read and adjust to signals in your environment based on the person that emits those signals. Thus, the better you are at deciphering signals and adjusting to them appropriately, the better you’ll be as a negotiator. Therefore, always maintain control of your EQ.

Environmental Impact:  

What credence do you give to your negotiation environment? The environment shapes your perspective. If not controlled, it’ll shape you!

Consider this, you’re a salesperson at a Mercedes dealership. A Woman drives up in a Chevrolet. She comes in and begins looking at vehicles on the showroom; she’s looking at the high-end Mercedes, not those in the lower price range. What are your thoughts about her and how you might service her needs? What approach would you take to do so? Would your approach be the same if she arrived in a Mercedes? Do you consider the clothes and jewelry she’s wearing? You’ll probably consider those questions and many others before approaching her. Note what was omitted – her need to feel safe in dealing with you, the vehicle she might purchase related to how safe it is, how you’ll deal with her later. Unless you take that into consideration, you may be losing the opportunity to uncover her real desire to purchase the vehicle. Those omissions will also impact the negotiation.

In every negotiation, safety is a silent variable that tags along for the ride. If the exchange between you and the other negotiator becomes tense, the need for safety is usually the harbinger that signals foreboding. It’s also the creator of anxiety, which can lead to stress.

Conclusion:

As you negotiate, be aware of safety’s role. Do so from the perspective of everyone that’s involved in the negotiation. There will be times when you and the other negotiator are worried. You’ll miss that anxiousness as to why that worry exist if you lack focus.

Suffice it to say, to be more successful in your negotiations, first focus on the fears you and the other negotiator have about the outcome. In making those assessments, consider how you and she can use the perception of safety to enhance your perspective. By engaging in this process, you’ll eliminate potential pitfalls that might befall the negotiation, while developing a clearer path to where victory lies for both of you … and everything will be right with the world.

Remember, you’re always negotiating!

After reading this article, what are you thinking? I’d really like to know. Reach me at Greg@TheMasterNegotiator.com

To receive Greg’s free “Negotiation Tip of the Week” and the “Sunday Negotiation Insight” click here http://www.TheMasterNegotiator.com/greg-williams/

#Negotiator #Safety #Perspective #Matter #Perception #Power #secrets #Mistakes #Management #SmallBusiness #Money #Negotiating #combat #negotiatingwithabully #bully #bullies #bullying #Negotiations #PersonalDevelopment #HandlingObjections #HowToNegotiateBetter #CSuite #TheMasterNegotiator #psychology #NegotiationPsychology

Categories
Best Practices Personal Development Sales

Cold Calling and the Apathy Loop

What a day I had taking cold calls.

Monday, I cancelled a real estate listing.  Yesterday morning, my cancelled listing record was transmitted by some data/leads provider to dozens of realtors who use cancellation lists to prospect for listings.

The calls started at 7:30, and by 10:30, I’d received 20 calls.  It’s now almost 40.

  • About 80% of the callers used the exact same script, word-for-word, pause-for-pause, identical pace and enunciation…it was creepy.  When I told one guy, “You’re using the exact script everyone else uses, and you read it perfectly”, he said “Thank you”.
  • After each caller’s opening script was done, I asked every one the same question: “what can you tell me about my property, and what should I know about you?”  90% of callers told me some version of “I’m a top seller in the valley/state/southwest, and none had looked at my property (although some had it in front of them when they called, and were able to quickly comment about something obvious, but not particularly insightful).
  • Three calls were from one realtor calling from different numbers claiming “the call must have been dropped” after I’d said “no thank you, good luck finding another listing”.  Not sure what that guy was thinking.  Definite used car vibe.

What does this tell us about prospecting/cold calling?

Any reader of sales blogs, articles, ebooks, books, videos, etc. has read that either “cold calling is dead”, or that “cold calling has never been easier and more productive”.  Once you get past each catchy title, they concur is that prospecting now requires sellers to add value within fifteen seconds or so.  Doing this prevents a common failure mode:  a cycle of apathy described in buyer research (from CSO Insights, ask me for a copy of the research if you’re curious). The apathy loop exists throughout the customer’s buying process, but a prospect’s first contact with the customer — especially if it’s a prospecting call — is a major decision point for a customer:

  1. Are you the kind of seller who enters, then orbits on the loop, or..
  2. Are you the kind of seller who avoids it?

The diagram above is a summary of the apathy loop, a death spiral that every one of my incoming callers fell into.   

CSO Insights, in their most recent survey of buyer behavior, found that, starting at the top bubble:

1. Sellers merely meet basic expectations, but don’t exceed them. They’re on time, speak clearly, show competence, submit bids on time, etc.  Because they do “satisfactory” work, salespeople aren’t excluded from consideration, but..

2. Sellers don’t elevate their status to “trusted resource” either. Buyers aren’t impressed enough to believe that sellers can add any value to their buying process, so…

3. Buyers only engage sellers after self-identifying needs, and narrowing down solution options on their own, using resources other than sellers.  After self-informing, they finally engage sellers who seem to fit their self-identified needs and options.  At this “beauty contest” phase…

4. Sellers for the different potential vendors don’t offer differentiated solutions. Buyers experience the same old mantra: “I see three different logos on their business cards, but I can’t tell their offers apart”.  When all is said and done…

(back to #1)…Sellers merely meet basic (low) expectations.

The cycle, simplified as a clever word play:  Because sellers haven’t added value, they aren’t in a position to add value.  CSO Insights labeled their version of this dynamic “the apathy loop”, and it fits.

How Did My Cold-Callers All Shove Themselves Onto the Apathy Loop?

First point: I’d love to be paid so-much-for-so-little as the person selling the exact same script to every realtor in my state.

Second point: Even with all that money-for-nothing, I’d never be able to look at myself in the mirror.  This script is sales coaching malpractice.

The one thing that every cold-caller thought I should be impressed by was “how many homes I/we’ve sold this year”…everyone’s “differentiator” was the same as everyone else’s. Zero of them claimed anything unique (look that up on the apathy loop diagram). I often do an exercise with my clients having them write down their unique differentiators on a list…then spend a few minutes crossing off differentiators that their competitors also claim.  It’s a sobering experience that illustrates step four in the apathy loop.

You owe it to yourself – and your career – to break out of the death spiral.

CSO Insights research also showed that for big/unique/unaccustomed decisions, buyers would welcome a value-added seller into their circle of trust.  We want help, but only from somebody who demonstrates that they add value to the pursuit.

At random (OK, whenever I felt like breaking from my other work), I went into “coach mode” and invested extra time with seven of my incoming cold callers.  I suggested they pre-plan for 10-60 seconds by looking at the cancelled listing info sheet and to find some nugget likely to spawn an insightful conversation. Here’s the feedback:

  • One said “I have a system and it works.  Have a nice day”.
  • Four said “Thanks for the feedback, I’ll take it to heart” (polite refusals?)
  • One said “Let me try to do this again.  What if I’d said_____?”.  It was pretty good.
  • One called back 40 minutes later, thanked me for my interest in her professional development, told me she’d been wrestling with it, and asked me to coach her through a re-do.  She struggled for a few minutes then started demonstrating some great insight.

Which one(s) live the principle that “the best always want to get better”?  Which ones realize that what used to work might not anymore?  You see, buyers have changed.  We now have resources to self-inform, and either want a sales professional to give us something beyond what we can already find…or go away until we need a couple of order clerks to duke it out on price.

How are you going to change your selling approach when prospecting?

The apathy loop applies to the entire arc of the sales process, but prospecting is one critical point at which you either start a death spiral (OK, “death spiral” is a bit dramatic.  The commoditization spiral?…on second thought, commoditization is death), or you take the path of the trusted advisor.

Add value at every interaction.  This isn’t a suggestion.  It’s the new imperative.

To your success!