Search Video Library for: Personal Performance, Sales & Service
Sales Made Simple™ Our department made a mistake...
A salesperson asks our sales expert a common problem (especially for new sales people): "Our service department made the mistake of giving this new purchasing manager the excuse he needs to go out for bid. The department fixed the mistake quickly and correctly, but it made no difference with the purchasing manager. How do I stabilize this account?"
Sales Made Simple™ The No Show!
A salesperson asks our sales expert a common problem (especially for new sales people): "I schedule appointments with this particular prospect, but half the time when I show up, he’s been called away. This is getting old. What’s the best way to handle this?"
Sales Made Simple™ They just won't make a decision...
A salesperson asks our sales expert a common problem (especially for new sales people): "You see, I’m working with a decision maker who has the sole authority, but they just won’t make a decision. How do you handle situations like that?"
Sales Made Simple™ They're not the decision maker...
A salesperson asks our sales expert (Skip Normand) a common problem (especially for new sales people): "I just found out the person that I’ve been calling on is not the decision maker and she’s made it clear to call on her. If I try to go around her, she’ll make sure that I never get any business from them. I’ve got nothing to lose so how do I handle this before going to the decision maker?"
Sales Made Simple™ What is a "trial close"?
A salesperson asks our sales expert a common problem (especially for new sales people): "My manager has tried to explain what a “trial close” is, but I’m just not getting it. You’re either closing or you’re not. What’s the difference and why use “trial closes?”
Sales Made Simple™ Zero interest when cold calling...
A salesperson asks our sales expert a common problem (especially for new sales people): "I get almost zero interest when I’m cold calling. It’s usually, “We’ll call you if we need anything.” Got any suggestions?"
SMART-START™ Sales Truths
A clear-cut video that uses music,text and graphics to energize a group and share the fundamental truths of successful selling.
Let Me Make Myself Perfectly Clear! (from No Problem!)
Like it or not, you're going to deal with angry customers from time to time. And no matter how much they might test your patience, it's really important to keep a mindset that there’s “no problem” to big that can’t be solved. First, start by just letting the customer vent and acknowledge their emotions. Let them know you're listening by restating or agreeing with something they've said. If necessary, gently confront the angry customer to help gain control of the situation. And then, when you feel it's appropriate, begin to move the customer toward a solution.
This Needs to Go Out Today! (from No Problem!)
It can be easy to forget that our internal customers are just as important as our external customers. Sometimes, we tend to take the people we work with for granted. But that's no excuse for not caring; or drawing other employees into the situation. Instead, you should focus on fixing the problem. Look for alternative solutions. And be sure to follow up to make sure things are taken care of.
You Promised It Would Be Here Today! (from No Problem!)
There's going to be times when you (or someone in your organization) will have to deal with a customer whose expectations aren't being met - for whatever reason. Stay away from making excuses, grilling the customer, or questioning what a co-worker has promised. Instead, stay positive and keep your focus on what you can do to solve the customer's problem. To do that, thank the customer for calling. Do everything in your power to fix the problem. Offer the customer something extra. And be sure to leave things on a positive note by renewing the relationship.
Your Path to Success™ Serving Others
These days, when most people pick up the phone, write an email or walk into an office or store, they pretty much expect the service they're going to get is indifferent or even just plain awful. Little things like… Thanking the customer and empathizing with their situation. Acknowledging their emotions, rather than ignoring them. And reassuring the customer that your goal is to help… Those are the kinds of things that make customers feel like you really care.
Analyze Needs (Sales Process)
Reviews how to best analyze the needs of a client during the sales process.
Resolving Problems (Example 1)
A demonstration of how to use problem-solving skills to help resolve an issue with a sales team member.
Sales Made Simple™ - Can't Get Past Voice Mail
A salesperson asks our sales expert (Skip Normand) a common problem (especially for new sales people): "I can’t get past the voicemail system. If you don’t have a name or direct extension number, you’re out of luck. Got any suggestions?"
Sales Made Simple™ - Sales tactics I'm not comfortable with...
A salesperson asks our sales expert a common problem (especially for new sales people): "My manager is constantly asking me to use sales tactics I’m not comfortable with. How do I handle this?"
Sales Made Simple™ Am I calling the right person?
A salesperson asks our sales expert a common problem (especially for new sales people): "How do I find out if I’m calling on the right person without ruffling anyone’s feathers?"
Sales Made Simple™ Have I developed the right message?
A salesperson asks our sales expert a common problem (especially for new sales people): "How do I know I’ve developed the right message and how do I tweak it for different people who are involved in making the decision? Can you help?"
Sales Made Simple™ How to get my close ratio up?
A salesperson asks our sales expert a common problem (especially for new sales people): "My main competitor sells the same product from the same manufacturer I sell. They differentiate on price, but I try to differentiate in service -- which is typically better. But, my close ratio is not good. What can I do to get my close ratio up?"
Sales Made Simple™ Stakeholders won't give me straight answers...
A salesperson asks our sales expert a common problem (especially for new sales people): "I know that probing is critical in developing a strong value proposition so I do ask a lot of questions. But the problem is, the key stakeholders often don’t want to give me straight answers, or they won’t answer me at all. You know, I don’t think that I’m being pushy, but maybe I am. So do you think I should change my approach?"
Sales Made Simple™ This is the third bid I've lost in a row...
A salesperson asks our sales expert a common problem (especially for new sales people): "This is the third bid I’ve lost in a row where the prospect seemed very interested, but ended up staying with their current vendor. I feel like they share my recommendations with their current vendor who makes a few changes and then keeps the business. What can be done about this?"