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Bill Farquharson

The Sales Challenge

By Bill Farquharson

About Bill

Bill Farquharson, president of Aspire For, will help drive your sales through his tips, ideas, wit and wisdom.
 

Compliance Chat

Jeff Jacobs
It's Tested, Right?
Oct 31, 2014

Trust, but verify. Three simple words that form the best advice I can offer when talking about sourcing safe product...



Jeff's Rant

Jeff Solomon, MAS
Common Characteristics of Businesses That Thrive...
Oct 30, 2014

Lately, I have been thinking about businesses that have had a positive effect on my life. These businesses are thriving....



Be Bold, Be Different, Be Memorable

Rick Greene, MAS
Setting Annual Sales Goals are a Waste of Time II—Sales Goals Strike Back
Oct 29, 2014

For some people, setting sales goals is not a waste of time. It's all about perceptions, really—perceptions that empower and...



Selling Smarter

Rosalie Marcus
How Appreciative Are You? 5 Easy Ways to Stand Out and Say Thank You: Part Two
Oct 28, 2014

It’s the time of year when you may be thinking about gifts of appreciation to send to your clients. Rather...



Quick Thoughts by Cliff Quicksell, MAS

Cliff Quicksell, MAS
10 Tips for Creating Testimonials that are Compelling and Useful
Oct 27, 2014

One of the best ways to promote your business is with compelling end-user testimonials. Here are 10 tips for testimonials...



Guest Blogs

Guest Contributor
How Can a 3D Printer Make You Money?
Oct 24, 2014

One of the most difficult parts of getting the sale is showing the customer exactly what they want when they...



Kiwi's Coaching Corner

Paul  Kiewiet
The Smart Way to Grow Your Business
Oct 23, 2014

How do you step up and begin moving your business to better results? Well, first of all, you need to...



Editor's Notes

Nichole Stella
The Perfect Match
Mar 5, 2013

The Super Bowl has also become the Ad Bowl, where brands duke it out to see who has the funniest,...



Million Dollar Mindset with Greg Muzzillo

Greg Muzzillo
The Dash Between Two Dates
Oct 6, 2014

Let's face it. We're all busier than ever. Most of the busyness is dashing—dashing here, dashing there. Sadly, many people's lives...



Beyond Words

Rebecca Kollmann, MAS+
Going Direct
Oct 13, 2014

I thought that would capture your eyes today because it’s a perennial hot topic in our industry. Today, we’re going...



Not So Technically Speaking

Dale Denham
Yes, We Should Be Scared About Bad USB Drives
Oct 7, 2014

Due to recent USB exploits available online (although not yet proven to cause any damage), sales of USB drives in...



Embellished

Kyle Richardson
The Best Laid Plans
Jul 11, 2014

Why it's always smart to keep a planner with your schedule and important documents, and why it's never smart to...



Promotional Fashionista

Colleen McKenna
5 Soccer Promotions for After the World Cup
Jul 1, 2014

Studies show that Americans prefer soccer to NASCAR. Here are five items to sell to soccer fans....



Mike's Blog

Michael Cornnell
Interview with Jason Black, CEO of Top Distributor Boundless Network
May 19, 2014

Ranking #19 on the Top 50 List, Black shares his thoughts on the future of the industry and what has...



The Hot Button

Mary Ellen Sokalski, MAS
"How It's Made" Can Make You More
Jun 11, 2014

The show "How Its Made" is celebrating its 22nd season on television. How can we be a hit, season after season,...



Be Dazzled

Elise Hacking Carr
Got Control Issues?
May 14, 2014

Does chaos define you? How you respond to certain situations says a lot about your character. Here are five quotes...



Big Picture Promo

Matt Kaspari, CAS
Meeting Clients Where They Are
Oct 24, 2013

Promotional marketing is at its best when it empowers a client’s brand, meets his or her objectives and fits within...



My Two Cents

Rick Brenner
For Promotional Product Sales, Protect Your Client's Brand
Jun 3, 2013

Whether you are selling to a global brand like Nike or to your local YMCA, no single asset is more...



Friday Sales-thought of the Week!

Dale Limes, MAS
Reverse Engineer Your Sales Success
Mar 18, 2013

Steven Covey reminds us that when setting goals ... "Start with the end in mind." That is to visualize the...



Creating More Purposeful Sales Conversations

Lisa Leitch, CSP, MAS
Under 100 Days to Achieve 2011 Goals
Oct 20, 2011

It's hard to believe, but there are fewer than 100 days left to achieve 2011 goals! Are you on track...



10 Rules of Sales Etiquette

 

Life has changed a great deal in the 30 years I've been in sales. Electronic barriers, such as voice mail and caller ID, give customers the chance to hide and ignore calls. Overall, some would say people are more rude than ever. I would only say that there is a definite loss of respect in a great deal of relationships, both business and personal. But as my 87-year-old mother would say, you can only manage you. So, to help you to be the best sales person you can be, I offer up the 10 Rules of Sales Etiquette, in no particular order (except for the last one):

1. Never leave an angry voice mail—Keep your frustration in check when on the phone. The rule is that you will not hear back from someone. The exception is that you do. Regardless of whether you are pursuing a client or a prospect, be prepared for the long haul and remember that you can always get angry later. For now, remain calm, citizens.

2. Never put anything in writing that you wouldn't want the client to see—This one is even more important that the first rule. Let's say you write "nit-picky client" on a note to the prepress department. What if that note gets attached to the file and even the proof? Your customer would be justifiably irate if he/she saw it. Even when you are adding comments to your CRM system, show some class.

3. Be appreciative of in-house employees—I remember visiting AusTex Printing in Texas many years ago. The president, Jack somethingorother, gave me the obligatory plant tour. Along the way, he bellowed out every employee's name, jumping between English and Spanish. People positively lit up when he walked by. Jack was clearly a guy who shared compliments for a job well done and genuinely cared for everyone in the plant. The next time a pressman stays late to finish a job, send a note of thanks. Appreciation doesn't cost a nickel and it is simply the right thing to do.

4. Respect the client's time—If your appointment is at 10 a.m., be on time. If you are going to be late, call. If the job is scheduled to ship on Wednesday, see that it does. If your appointment is more than a week away, call to confirm. On a first sales call, confirm the amount of time the client has to spend with you. In your follow up, thank him/her for taking the time out of their busy day. Failure to follow this rule can (and quite frankly, does) tell the customer, "I don't care." Everything you do as a sales rep reflects upon your company. You can kill a relationship quickly simply by missing a deadline or waltzing in a few minutes late. Yeah, it's that important.

5. Communicate with your boss—You have another internal relationship to manage. If you are hitting your quota each month, go ahead and skip this rule. If not, you need to make certain that your boss knows everything you are doing. How many appointments do you have this week? How much business are you quoting? Any Big Fish on the hook? Assume that your boss is sitting at his/her desk right now asking one question about you: "Is my rep doing the job?" Answer that question. Weekly at minimum.

6. Be supportive of your fellow sales rep—Sales is a lonely job. Life is easy when you have a book of business and orders are rolling in, but that doesn't mean you couldn't use a compliment. Conversely, when times are tough the phone isn't ringing, be a good friend and offer some encouragement. What goes around, comes around.

7. Mentor a newbie—Do you remember when you broke into sales? Can you recall the self-doubt and sleepless nights? The fear, the anxiety, the angst? The overwhelming majority of sales people fail. Make it a habit to swing by the newbie's desk and offer some support and a few suggestions. "Let me know if you need anything" is not enough. Be a cheerleader. Trust me on this one: There is nothing more personally rewarding than getting a phone call or email from someone whom you've mentored in the past and is now successful.

8. Thank a client for the order—"I appreciate the confidence you've placed in me." "I will take good care of your business." "Thank you for affording me the opportunity to be of service." There. That wasn't so tough, was it? Every order and every client is precious. Never assume they know it. Tell them.

9. Don't prospect from the cell phone—Let me be clear (pun intended): When you call on a prospect, do so from a good connection with minimal background noise. If you call someone from your car, you might as well start off your pitch by shouting, "Hi, this is Bill. You're not important enough for me to call from a land line or a quiet place...."

10. Leave your job at the office—Do me a favor. Google the phrase, "End of the day." There was a time before email and cell phones that the sales day ended, business was over, and your personal life began. The weekend was yours to share with your family. You'd watch your child's game without talking on the phone from the sideline. Sales etiquette includes a separation of business and personal. Be present to your family. How do you wish to be remembered by your kids? Go be that person.

I had a professor at the University of Alabama named John Bickley. Dr. B taught his male students manners and insisted that we stand when a woman approached the table at the dinner parties he'd throw. To this day, I hear his ghost whisper to me and keep me in line.

Good personal etiquette is rare, but it does not go unnoticed. The same can be said for good sales etiquette. The right kind of woman will appreciate being honored by a man who stands when she enters the room. The right kind of customer will reward a courteous sales rep with business and loyalty.

You can only manage you. My mom might be 87 but she is still active. Don't make me send her after you. Show some sales etiquette.

Bill's Sales Challenge begins on the first Wednesday of every month. Need sales? Go to www.AspireFor.com for more information or email Bill at bill@aspirefor.com

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