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Kids play hard, and sometimes that means they play really loud in the midst of exploring their worlds and role playing with siblings and friends.

I know with my kids, if I’m not hearing some degree of noise; [i.e. play], from them, it probably means one of them is not
feeling well, or they are coming down with a cold.

My world is blessed with two very artistic and rambounous boys; 5 years and 2 1/2 years old. With their play and with their
singing; [they love to sing Country music at the top of their lungs!]; they have the ability to raise the noise level in our house to a “heaven-bending” volume in 9 seconds flat!

And while I loved to hear them hard at play, the sporatic and unpredictable noise [play], posed challenges at times when I was doing sales calls, or when clients called with final questions about starting a business relationship with me.

Clients don’t wait, when they want to have questions answered and they don’t always call at the best times. Sometimes these calls would come through when the kids were eating or doing activities that were not so noisy. Great! But…. most of the time, they did not!

5 year olds are pretty predictable. You basically know when they are going to make noise. But, if you know anything about
the ‘terrible 2’s syndrome’, you’re already familiar with the unpredictability of when the next scream, or loud laugh will erupt!

Some clients understood. I would say: ‘yes I know you can hear kids in the background. That is why I do this business.
So I can be at home with them”. For other clients, that was not okay. I had some near misses and some fair size loses
in bringing people in, to work with me in my business because of this home-based situation.

Over the course of working out of my home, I have had many a conversation with other work at home Moms [WAHMs], and at times have doubled over in laughter at some of the ingenious, and sometimes silly tactics they’ve pulled just to get a moment of quiet when they needed to portray the illusion of “executive-office professionalism” for the really important calls.

Some of them would hide in the bathroom. Others would sneak downstairs, or sneak out into the garage. The funniest one
I heard was the hiding in the closet trick… so the kids would not be making noise right under-foot. That one really made me laugh, because I have pulled similar tactics just trying to get a moments peace! And, yes, I have to admit, I have used them
to make my business workable too!

Oh I know… I hear some of you saying… why don’t you just get your kids into daycare, or find a babysitter or a Nanny
to take them. Well, that makes perfect sense of course. But for the many WAHMs who have given up jobs to work at home,
first, they do not want to be giving the majority of what they earn to those services; although they are very valuable services. And, second, there’s that guilt.

The guilt we feel because it was our choice to stop working at jobs and stay at home so we could be with our kids. That was a conscious choice we made. So when we start looking at having to farm our kids out to daycare, babysitters, or bringing in a Nanny, guilt; as to the purpose of why we were staying home in the first place starts to manifest.

So what is the solution? Is there really a solution to how to make sales with noisy kids in the house? Well, I don’t know
if this solution is for you… But I do believe I found the right solution for me!

I don’t have to hide in the closet anymore. I don’t disappear into the bathroom to talk muffled into the towels, lol! I no longer work 5 to 9 hours a day on the phone during play time, or any time, doing follow ups and sales calls.

Clients no longer call the house at unpredictable times, or at all for that matter. My kids no longer have to worry about how much noise they make in the house! And, I’ll still make a nice 5-6 figure contribution to my family’s income this year!

What did I discover to make my sales business work for everyone in the household? Well…. that’s another story that needs to be explained at another time!

My typing time is up - and my kids are calling me to come outside and play water-bomb balloons with them! Got to go ; )!

Tracey DePaoli is a work-at-home-Mom [WAHM] who got tired of building success at the expense of her family’s time. She has a successful business now that allows her the time freedom to travel, play and spend precious time with her two young boys - 2 1/2 and 5 yrs and her partner! She has been an avid Internet marketer and researcher of online trends for over 15 years. Discover more about how you can also earn a 6 figure income while at PLAY! Site: http://www.WeCloseYourSaleForYou.com

Maybe everything you need to know you can learn from the movies. A friend of mine is a screenwriter in Los Angeles. Over a glass of wine, we were discussing his business and the nature of the beast in Hollywood. He’s a boy from Canada who gave up his much-loved Honda, his life savings, and his broadcasting career to move to Los Angeles to attend the American Film Institute. Not an easy feat in your mid-30s. After 8 years of hard work he is now becoming the new discovery of LA. He said the most difficult thing to adjust to was all the talking.

Collin slouches into his chair. “Everyone lies in this business. It’s all big Cheshire cat smiles - but essentially people have the ‘Enough about you - more about me’ mentality.”
After our conversation I thought about his last statement.

Are You On A Blind Date With Your Customer?

We tend to love what we do. So we get all excited about it and then proceed to tell everything about ourselves to the potential customer. It just reminds me of a really bad date! A one-sided conversation becomes tired pretty quickly. Customers feel like they are on a bad blind date with you if there isn’t a connection to what they need.

Minus the cynicism, our clients are also thinking like the Hollywood set, “ENOUGH ABOUT YOU blabbing about all the wonderful things about your company, your product, your requirements. MORE ABOUT ME - and what I need to survive and thrive!”

The Helium Test

Are you talking your face off when you are speaking with your client? When they ask you on the phone what you have to offer - do they hear a massive intake of air and then you giving your best “I just sucked in helium and can talk really fast” act?

If so - you aren’t making a connection with your customer. You sound like everyone else, you act like everyone else and you aren’t positioning yourself as someone who can help. Because at the end of the day -what you really do is HELP PEOPLE. The only way this is accomplished is by discovering what your customer needs and researching other areas of need - areas your customer may not even have thought of yet!

Questions Are The Answer!

Sounds like a paradox doesn’t it? In order to help your customer you first find out what they need. Or THINK they need.
Carrie Fisher, the actress who played Princess Leah in Star Wars said “Instant gratification doesn’t come fast enough. ” Now for a girl with cinnamon buns attached to the side of her head this is a pretty profound statement.

Your customers are demanding instant gratification. They want their needs met. In most cases, it just isn’t happening. The first thing out of your mouth should be “May I ask you a few questions?”

Remember W5?

Who, What, When, Where, Why and How are the foundation of selling. Customers buy when they feel an emotion NOT when they’ve had information dumped on them. How do you do this? By asking questions! Our customers become engaged when they feel curiosity…NOT boredom.

Our customer contact should be handled with this premise - Create Curiosity With Questions.

Would the Academy Want You?

Create your own Academy award winning sales success by talking less and listening more. As Collin says, the best agents ask a multitude of relevant questions. Then they listen to the answers and make it happen. Are you acting like a star with your clients or are you being an agent? Your success lies in the answer.

Copyright© 2005

Sales Diva, Kim Duke of The Sales Divas helps women biz owners and entrepreneurs attract amazing clients and customers, effortlessly! To learn more about increasing YOUR sales - and to read her FREE how-to-articles, visit her website http://www.salesdivas.com

If you’re the boss, you should be concerned with your Loyalty Quotient (LQ). Your LQ reflects how dedicated your staff is to you. Since most people don’t leave companies, they leave bosses; your LQ will make the difference between having a motivated and dedicated staff and having a group of employees who keep their resumes dusted off at all times. Your goal should be to build solid relationships with your employees based on mutual trust and respect. They don’t have to love you, but they do need to feel like you’re fair, competent and supportive.

The higher your LQ, the more likely you will have high achievers who are willing to do whatever it takes to get the job done. On the other hand, if you have a low LQ, your employees may do the minimum to get by, exhibit low morale or demonstrate mediocre job performance.

So what’s your LQ? Take this quick LQ Quiz to see where you need to improve. Answer yes or no to the following statements:

1. I know ALL the names of my staff’s immediate families.

2. My employees look for and volunteer for additional responsibilities on a regular basis.

3. Besides money, I know what motivates each of my employees the most.

4. I know the short and long-term career aspirations of each of my staff.

5. I recognize specific accomplishments of my staff every week.

If you answered “no” to any of the above statements, your LQ is not as high as it could be. Take specific steps to address immediately.

Will Turner is the Founder and President of Dancing Elephants Achievement Group, a sales training and consulting company. Will has over 20 years of sales and sales management experience and is the author of over 150 sales-related articles and programs as well as the co-author of the book, Six Secrets of Sales Magnets. Will is an expert on sales management training and can be reached at Will@dancingelephants.net.

Where is our success? Although there have been improvements, over 60% of projects/programs failed and many were canceled in 2003 (ref:The Standish Report CHAOS)! Our goal for 2004 and beyond is to contribute to a 60% and better, project/program success rate! STOP THE MADNESS-MANAGE AND CONTROL PROJECTS

WITH THE FOLLOWING:

Best Practice Processes for Project/Program Success(Outline):

1. Program/Project Management (and Business Management) (Integration)

   • Use of Experience and Knowledge (Integration)

   • Planning and Scheduling/WBS (Scope/Time/Cost)

   • Communication Planning (Communication)

   • Status & Earned Value Reporting (Communication)

   • Performance (metrics) Reporting (Communication)

   • Risks Identification and Management (Risks)

   • Project Repository/DB (Communication/Lessons Learned/Knowledge Transfer)

   • Change Management (Integration)

   • Subcontractor/Vendor Control (Procurement)

   • Team Building (Human Resource)

2. Development Process (Integration/Solution/Scope)

   • Selection of the appropriate model/technique (e.g., Interactive, Waterfall, Spiral, Evolutionary Object Oriented, Structured)

   • Selection of the appropriate implementation methodology (e.g., MSF, RUP, GXP, DOD- STD 2167 and other standards)

   • Selection, if required, to use Rapid Development

   • Rapid Application Development/Joint Application Development (RAD/JAD)

   • Prototypes and Mockups

   • Interviews and Facilitated Sessions

   • Collaboration

   • Selection of technical and project reviews

   • Selection of development and support tools and applications

3. Configuration Management (Integration/Scope/Control) (described in the book “Software and Firmware Configuration Management”, subtitled “Management Control and Quality”.)

   • Configuration Identification

   • Configuration Control - Software/Application, Firmware (Embedded Software, and Systems)

   • Configuration Status Accounting

   • Configuration Audits

4. Quality Assurance (Integration/Quality/Control)

   • Verification

   • Validation

   • Testing

Some of the organizations that support these practices and certifications for their professional knowledge recognized in many industries are: Project Management Institute (PMI) , American Management Association (AMA), Software Engineering Institute (SEI), Electronic Industries Association (EIA), Institute of Electrical and Electronic Engineers (IEEE), International Organization for Standardization (ISO), and the Department of Defense (DOD).

About The Author

Eddie R. Williams, recognized as a highly successful program/project manager, is the author of the multiple publications written to promote successful projects through methods that have led to his outstanding success. Get the FULL Detailed Best Practice Processes case study at: http://www.rayannpublishers.com.

erwilliams@rayannpublishers.com

Last week I had the strangest meeting with a potential vendor. It was a perfect compendium of what not to do on a sales call. I share it with you, my readers, with bafflement and in the hopes that we may all learn from it.

I’d been looking for a PR representative and Debbie had come highly recommended from a client. I was looking forward to meeting her. On the appointed day, Debbie showed up wearing dance practice clothes. Hmmm… I’m a dancer, but I thought it a little odd, it was, after all, a business meeting. Perhaps had she blown me away by her presence, creativity, passion and experience it would not have mattered, but since she didn’t, it did.

We exchanged pleasantries and more or less got down to business. Debbie immediately started talking. She asked not one question about my business, but instead proposed a national book tour. As my book, “Cold Calling for Women” came out four years ago; I felt it was a little late. (I am working on another book, but it’s not yet in the book tour stage.) She then suggested producing events throughout the country that would be a draw for the media. An interesting idea, but not one I would consider. She never asked a single question about my business, my goals or my reasons for wanting to hire a PR representative.

At one point I thought I’d help her out so I asked, “Is there anything that you would like to know about my business?” She beamed at me, “Oh, everything!” she said. Then she continued talking about inappropriate possibilities that I would never implement.

An hour later she was out the door and I was confused, dispirited and drained. I wondered how she had managed to sustain any type of business.

So here are some lessons learned: Ask questions. Ask many, many questions. Find out everything that you can about your prospect’s business, goals, hopes, dreams… Then and only then do you start pitching ideas. You cannot hope to have a match between your products or services and your prospect’s needs and wants unless you ask questions.

Most of my meetings are set up through a phone call, either a cold call (I practice what I preach) or a referral call. The first question that I usually ask a prospect is, “What was it about our telephone conversation that made you decide it would be a good idea for us to meet?” It is amazing the information that this question elicits. If the prospect originally called me, I change it just a bit and say, “What was it that made you decide to pick up the phone and call me?” Either way, prospects invariably start to describe their situation, their issues, challenges, needs and wants. After that it is easy to follow up with additional questions to fill in the gaps.

If you are not sure of all of the questions you should ask, start a list and then keep adding to it as you think of additional questions. Put all of your questions in a notebook and take the notebook with you. Tell your prospect that you plan to take notes, open your notebook to the page with your list of questions and write down the answers as you get them.

What are the opening questions that work for you? I would love to see them. Please email your favorite opening questions to wendy@wendyweiss.com and I will publish them in subsequent newsletters.

P.S. Debbie sent a lovely thank you e-mail. It was gracious and well written. I started to feel guilty, thinking perhaps I had misjudged, until I got to the part where she got my brand wrong, calling me “The Queen of Cold Calls” rather than “The Queen of Cold Calling.” Is this a big thing? No. Does it matter? Yes. She wasn’t paying attention.

© 2005 Wendy Weiss

Wendy Weiss, “The Queen of Cold Calling & Selling Success,” is a sales trainer, author, and sales coach. Her recently released program, “Cold Calling College”, and/or her book, “Cold Calling for Women”, can be ordered by visiting http://www.wendyweiss.com Contact her at wendy@wendyweiss.com. Get Wendy’s free e-zine at www.wendyweiss.com

When a customer walks into your office, don’t sell them the
first product that comes to mind. Sit them down and evaluate
their needs, than sell them the products that meet their needs.

I once worked with a guy in the banking industry, who was one of
the best at explaining the benefits and features of our
products, the only problem was, he was spending so much of his
time explaining, but never selling anything.

He never sold anything because he never took the time to get to
know what his customer’s needs were, therefore he was attempting
to sell them things that they didn’t really need.

Nobody will buy things that they don’t need.

This is why it is so very important to evaluate your customer.

Start off by making your customer as comfortable as you possibly
can, talk about non-business topics such as the weather, sports,
or a current event.

Once you and your customer have built a good enough report,
start to ask some questions so that you may evaluate your
customer’s needs.

You can begin by finding out why your customer came into see you
in the first place. Find out what products they already have.
Find out if they already deal with one of your competitors. If
so, find out all you can about the products and services they
have with your competitor, so that you may compare products and
fee’s. This is a perfect opportunity to let your customer know
how much better your products and services are compared to your
competitors.

Find out what it is they need and can afford, than sell them the
products you believe to be ideal for their needs.

Once you have evaluated your customer, the chances of making a
sale will be very good, because you will now be offering your
customer something they need and can use, so they will most
likely buy it.

The last thing a customer wants to hear about, is a bunch of
stuff they don’t need. They have a reason for coming into see
you, so find out what that reason is and do all you can to
satisfy their needs.

Don’t waste your time trying to push off all of your products on
them at once. This time can be better spent evaluating them.

Get to know your customer, evaluate their needs, than meet their
needs with the appropriate products.

By evaluating your customer before you sell, you will find that
the sales process will come much easier to you. Good luck.

This article may be reproduced by anyone at any time, as long
as the authors name and reference links are kept in tact and
active. Jay Conners has more than fifteen years of
experience in the banking and Mortgage Industry, He is the owner
of http://www.jconners.com, a mortgage resource site, he is also
the owner of http://www.callprospect.com, a mortgage lead
company.

Three qualities are needed to sell anything in life. They are:

1. STRENGTH.

2. EMOTION.

3. CONFIDENCE.

If you are in sales or taking customer cancellation calls, exercising these three qualities well can help you be more successful.

Your strength will come from the knowledge of your product and the ability to get back up after a fall.

Your emotion will come from your belief, real or feigned, that your product is the best product in its class, and your empathy for the reasons why customers would want to stop using your product and/or to go with a competitor.

Your confidence will come from within; it is something you should demonstrate so that others believe in what you are telling them. If you do not sound confident that you can handle what problems come across your desk, then customers will not have confidence in you.

These three qualities combined are a powerful force. I have seen even the shyest of people exercise all of them! People can really open up when given all the tools they need to do something, like win over customers. Being outgoing and confident are simply qualities of a professional.

Here are some tips that can help you put your strength, emotion, and confidence to work at keeping customers coming your way.

Money ISN’T everything. How many times have you bought something you couldn’t afford, or shouldn’t have, or was a splurge to “treat” yourself? Do you know of any people who have done so? This is an important thing to remember in sales and customer retention: people will buy things even if they shouldn’t. Who REALLY needs half of the things everybody owns?

Ask questions. Get to the bottom of why people are not buying your service. Don’t worry, most people love to talk about themselves, and will answer questions asked of them. If you are afraid, just remember, the worst thing that can happen is that they will say no. “The only thing we have to fear is fear itself.”

Keep it simple. Avoid excessively long or complicated sales pitches. That can confuse or inconvenience callers. Few people will be leaning forward hanging on every word, as they probably just wanted to make a quick call. (It also won’t help your call times.)

Know your company. Know your products, services, and public web pages ‘in and out’. Know your company’s history, office locations, and who’s who in your organization.

Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.

Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You’ll find they are often great listeners.

Everybody deserves a second chance. Make two different offers/solutions, maybe even a third at the last minute, before it’s all over.

Don’t beg for rejection. Be careful of saying “You don’t want… do you?” or meekly asking “Can I offer you…?” Those are not strong, confident, or emotional statements. Assume the best!

Now that you get the idea, let’s put it into specific phrases, so that we have a framework to get started. Here are some examples of strong, emotional, and confident statements to use while making your pitch:

You know, you might like -

Oh! Well, then you should try our -

While these phrases can help you get your offer out there, here are some ways you can sound more “real” while doing so. The last thing you want to do is sound like a robot!

Space your words out. to sound like you’re really just then remembering something. Not like you automatically dish out that information all the time. Listening to professional storytellers like Garrison Keillor on the radio, on the internet, or at special events can help you develop your natural speaking style.

Study your recorded calls and try to hear them from the customer’s perspective. What can you do better? Everybody can always improve. Be honest with yourself. What are you not doing that you could, and vice versa? Take notes.

Learn when to let go. Respect customers who have reached the point where they definitely don’t want your product. If your sales efforts sound true and are not ‘overkill’, they might respect that in return and come back to you someday. A very bad experience with you will only hurt you and your company.

Stay positive and keep moving! Ignore negative co-workers who can bring you down. Accept that some days will not be the best.

…And the next thing you know, you’ll be the best!

If you are interest in leadership theory and practices then you need to visit: http://www.righttolead.com. Diana Liffick is a contributing writer and thinker for our organization. To read more of her articles visit http://www.righttolead.com

Sometimes the finest solutions are the simplest. Focusing on
relationships when making cold calls is one of them. It keeps us
genuine, and eliminates our dread of making cold calls. We’re
real people talking about real things. We’re interested in the
conversation, and it shows.

Most of us dislike putting on our “salesperson persona” when we
make cold calls. We think it’s needed, however, because we’ve
been trained to make the sale. And yet we’re interacting with a
live, breathing person without having any real connection to him
or her. It often feels fake, and it often is.

This artificial role puts a great stress on us, and sabotages
our cold calling conversations. When we aren’t genuine, it’s a
red flag to the other person that we have a sales agenda. This
puts nearly everyone “on guard.” They’ve never met us and are
wary of possibly being manipulated.

Have you ever noticed that most cold calls break down the moment
we try to “move” things along towards a sale? It’s as if we’re
getting ready for battle, and the tension pushes us along.

But the person we’ve called doesn’t know us. The momentum we’re
trying to impose puts him or her in a defensive position.
They’re protecting themselves from a potential “intruder” who
might have a self-serving agenda.

So how can we to shift into something more positive? We begin by
focusing on the relationship rather than salesmanship. We call
with the anticipation of meeting someone new, and looking
forward to a pleasant conversation to find out whether we can be
of service. This mindset is subtle but powerfully felt by the
other person.

Building relationships humanize our cold calling conversations
– and ourselves. We are less artificial. Cold calling
conversations become more natural. And people tend to respond
with more warmth and interest.

The point is not to use the “technique of building relationship”
to improve sales. That’s having a hidden agenda rather than a
relationship. Our goal is to see if we can provide something
that will benefit the other person. If it doesn’t, then we
prefer not to continue interrupting their day. That’s a real
relationship, even if brief.

When we’re being real people treating others as real people, the
difference is amazing. Both people are both more at ease. We
anticipate talking with someone who may possibly have an
interest in what we have to offer. And if they don’t, we’ve
enjoyed our time with him or her.

When others feel this relaxed mindset from you, they are much
more likely to welcome you into their day. But if you rigidly
follow a script or launch into a mini-presentation, then your
call is immediately pegged as something initiated primarily for
your own gain. And that puts most people into resistance.

Here are 8 keys to building relationships in cold calling:

1. Focus on the other person’s needs rather than on securing a
sale 2. Surrender to the outcome of your cold call so you can
connect with your potential client at a human level 3. View the
human connection as an exciting journey in which you encounter
new and interesting people 4. Speak graciously and naturally as
you would with any new acquaintance 5. Remember it’s about how
you come across, not about how many people you call 6. Allow the
conversation to evolve naturally 7. Invite both of you to decide
together whether it’s worth your time to pursue the conversation
further 8. Use phrases that are non-aggressive yet very effective

So try this. Practice shifting your mental focus from
salesmanship into a place of relationship. You’ll find that your
genuine enjoyment of the conversation rubs off on the other
person. They’ll be less defensive and more likely to share with
you truthfully.

One of the best ways to build relationship is by using phrases
that carry the human element very well. Start out by asking,
“Hi, could you help me out for a minute?” The most common
response will be, “Sure. What do you need?”

Your next question might be to ask whether they are open to the
idea of looking at different ways to, for example, reduce their
expenses. Most of the time the reply will be something like,
“Well, sure, what kinds of expenses are you talking about?”

Now you are able to open the conversation between the two of you
and build an initial relationship. It’s easy and comfortable to
continue from there.

When you do this, you’ll experience so much success and
satisfaction that it will really change the way you do business.
And it will bring sales success beyond your imagination.