The Sales Detective – Closing the Sale

“What do you see as the next step?”

By Bob Davis

Closing the sale is critical for those of us for whom selling is our noble career choice. Many of us have been taught the “ABC” method of closing (always be closing). Often, this gets executed in a trial close that seems manipulative to our customers. Some examples (and the fantasy response I would like to give):

Car Salesperson: “What can I do to get you into this car today?”
Customer: “Open the door!”

Insurance Salesperson: “If I could show you a way to protect your loved one’s future and give you increased financial security, would you be interested?”
Customer: “No! I don’t much care for my family and my goal is to go bankrupt this year—can you help with those?”

In the fantasy interchanges above, we have exaggerated (not by much) the manipulative nature of many closing techniques. Of course we all know that a truly consultative selling approach engages the customer in very different process that doesn’t require the manipulative closes like the above. A discourse on Consultative Selling is a three-day affair when I teach sales classes as a professional sales trainer. Rather than cover all of that in this blog, let’s take a look at a quick tip on closing that I discovered by accident.

I was working with a software company that was considering having me and my company design and deliver a large segment of their Global Sales Meeting. After several meetings with sales operations and others, I was brought in to the office of the sales VP. Much work had been done prior to this meeting and I knew more work would be needed to close the deal. Getting involvement from this VP was critical as he “owned” the Global Sales Meeting and its budget. After 45 minutes of productive discussion, I sensed the meeting was ready to end and asked the VP, “What do you see as the next step?” His eyes brightened, he leaned forward and he said, “That was a great closing question!” We defined specific steps and dates that would lead me to a contract and a twelve-year, very productive relationship with this gentleman.

“What do you see as the next step?” was not a deliberate and planned question. I was an “unconscious competent” – someone who is doing things right but is not consciously aware of it. My VP Sales buddy made me a “conscious competent” – someone who is doing things right and is consciously aware of it. Since that epiphany, I make sure that on every call I ask the customer at the end, “What do you see as the next step?” What amazed me when I first started doing this was:

• Virtually every customer had a next step or multiple steps that defined my sales process to closing
• The most amazing discovery was that the customer would often go further in their next step description than I might have proposed
• Those who would not state a next step, were signaling me they were not a qualified customer OR I was talking to the wrong customer OR I had done a lousy job of selling

I now see that simple question as a way to co-create the closing process with the customer.

The Sales Detective lesson:

On every customer contact, ask, “What do you see as the next step?”

The Sales Detective – Strategic Selling Tools

Challenge your customer’s thinking!

By Bob Davis

A long-term client gave me access to their most important customer as part of my research for an International Sales Meeting I was helping to design. My mission was to interview my client’s customer and ask, “Why do you like working with them?”

By way of background, my client was creating sub-assemblies that would be part of a telecom device built by their customer, Lucent. My client had a long productive relationship with Lucent and was a well-respected vendor.

I contacted the purchasing department and asked the purchasing agent, “Why do you like working with these people?” He responded, “They challenge our thinking!” My first thought was – this sounds downright rude of them! I controlled my self talk and proceeded to say, “Tell me more about that.” Here is what the purchasing agent said:

You see we get specs for a sub-assembly build from engineering and give that to several vendors requesting a price for them to build it. All the vendors respond in a reasonable time frame and provide us with a price. Perhaps I should not have said ‘All the vendors’ because your client does something very different. They start with “Let me explore your request in this meeting to be sure I understand what you are trying to accomplish. This will assure I come back to you with a response that assures you of having the best and most cost effective sub-assembly.” Then they start asking lots of questions like:

• Tell me what you want your device to do?
• Why has it been designed this way?
• May I speak with the design engineers?

What has impressed us is that the digging they do allows them to come back with more than a price—they come back with ideas like:

• ‘If we change this in the design, it will save steps and cost in manufacturing’
• ‘Reconfiguring the operator controls will save steps and provide benefits for end users’
• ‘Here are some ideas that will significantly reduce heat build-up and extend your device life’

I saw clearly why my client was a preferred vendor for Lucent. Rather than responding with a price quote for what the customer said they wanted, my client went into detective mode. This gave my client information that helped them routinely differentiate their response and provide unexpected value for the customer.

The Sales Detective lesson:

When a customer says, “Here is what I want, what will it cost?”, go into Detective mode, not “fill-the-spec-provide-a-price” mode.

Today’s Specials – Sales 2.0 – Wednesday, January 19, 2011

We’re singing “Happy Birthday” in The Sales Cafe today! (But certainly not the version written by the famous Hill Sisters.) It’s the birthday of many famous (and infamous) people today and we’re always looking for a reason for a party and a piece of cake around here.

Amidst all the mayhem, we are looking to get some work accomplished. It’s a tough job, but somebody’s got to do it. In addition to the birthdays, we’re worried about Steve Jobs–Apple will live on, but who’s thinking about Steve and his health?

And what about you? Who’s thinking about you? You might be surprised…

Image via CrunchBase

1. Google Yourself. That’s right, do it now. Type your name in the Google (or Yahoo! or Bing) search box and see what happens. Let’s hope you see only happy surprises.

2. What the heck is Sales 2.0 & Why should I care? Leave it to the Hubspot folks to get the guy who coined the term “Sales 2.0” to guest write a blog post about it that has some background and depth–instead of just the typical “it’s good for you, do it or hire me to do it for you” posts we so often find on the Web. (So, yes, you can hire Hubspot, but the piece also validates our brainchild “A Marketer in a Sales World.” We’re saving that for another day.)

3. 3 Qualities a Sales Rep MUST HAVE. Do you have what it takes, well, according to Geoffrey James, the sales guru over at BNET? To us, those are the three qualities just about anyone should aspire to have, no matter what their job title is.

The Sales Detective – “Who is ‘him’?”

Here at The Sales Cafe, we are devoted to bringing in the best and the brightest sales thought leaders to share their wealth of knowledge. Our latest Cafe blogger is Bob Davis, The Sales Detective. Bob Davis has more than 20 years’ experience in sales, sales training and marketing. He’s now part of The Sales Cafe team. (Read his first post here.) Please enjoy his take on sales transformation and join in the conversation by adding a comment below.

By Bob Davis

Often I have the privilege of spending a day in the field with a salesperson as part of my research when working with a new client. One such client happened to be in the medical device field. A new device was in the hands of the salespeople designed to ease the life of those responsible for delivering IV fluids to patients. Time savings and patient safety were the key value propositions of this new wiz-bang technology.

As was my usual routine, the salesperson met me for breakfast and set up plans for the day. The salesman (we will call him “Joe”—not his real name) plopped his new wiz-bang device on the table and proceeded to review the exciting features and benefits of the product. Not wishing to stop a sales person in whirling-dervish mode, I listened attentively.

By 9 AM we arrived at our first hospital for an appointment with the Director of IV therapy. After introductions and pleasantries, Joe said, “I want to demo my new whiz-bang technology that will save you time and increase patient safety.”

The Director was all ears and the conversation went like this:

Joe:                    “Let me show you how fast the set up is.”
Director:           “That is terrific!”
Joe:                    “This will save you significant training time with staff.”
Director:           “This is great, I will be sure to review that with him!”
Joe:                    “Also the safety clasp will protect your patient.”
Director:           “I have been speaking with him about those safety issues!”
Joe:                    “And the color coding means less chance for error.”
Director:           “I really like this device and will review it with him!”
Joe:                    “And it also…………”

At this point, I felt compelled to gently intervene and said, “Pardon me for interrupting, but may I ask, who is ‘him’ ?” Joe, who had been presenting his product like he was doing laps at the Indy 500, applied the brakes hard, and had a look of “I don’t believe I missed this!” on his face. The Director replied, “That would be our Operations VP. He has the budget authority for any purchases I recommend.” Joe got back on the right track and asked, “Is he available to see us today? I’d be glad to discuss the investment and easy to calculate ROI on this device with him.” The Director responded by picking up the phone and paging her VP, who agreed to meet in 20 minutes.

The Sales Detective lesson

Listen don’t just hear! We often become like John Travolta in Pulp Fiction, when Uma Thurman said to him, “Are you listening……or waiting to talk?”

Often, and especially when demonstrating an exciting new technology, the salesperson is in a technology induced trance. Rather than having a dialogue with the customer and truly listening to the customer, the focus is on demoing the product/service/technology and its wonders. As one of my client Sales VPs lovingly said, “They feature puke.” Joe heard everything the customer said, but was not listening.

Hearing is what you do with your ears….listening is what you do with your brain!

The Sales Detective – “I’m Not Moving!”

Here at The Sales Cafe, we are devoted to bringing in the best and the brightest sales thought leaders to share their wealth of knowledge. Today, we introduce a new Cafe blogger, Bob Davis, The Sales Detective. Bob Davis has more than 20 years’ experience in sales, sales training and marketing. He’s now part of The Sales Cafe team. Please enjoy his first post and join in the conversation by adding a comment below.

by Bob Davis

Several years ago the actor Peter Falk stared in a series called Columbo. He played a rather disheveled detective always wearing a signature rumpled trench coat. He managed to solve cases through relentless digging for information. He would conduct an in-depth interview and start to leave, then turn on his heels and say “Just one more question!” It was Columbo’s ability to ask penetrating and relevant questions that consistently led him to solve the puzzle (in his case, the crime).

Selling starts with good detective work. Like Columbo, we are looking to solve a puzzle. In our case, what information will qualify our customer and solve their problems with our offering? This blog will focus on the art of solving problems for customers by getting information that will accelerate the sales cycle, while at the same time maintaining a relentless customer focus. Our theme will be “The only thing important to the customer, is what’s important to the customer.” Our mission will be to provide ideas that help us find out what’s important to the customer, leading to more sales and more satisfied customers.

“I’m not moving!”

Several years ago, I was teaching a negotiating seminar on the topic of interests behind positions. A single mom told me the following story:

She was planning to move to a new home around the first of the year. It was to be a larger home for her and her four-year-old son. She had been working on him for months to gain his enthusiasm for the move. Every attempt to “sell” her young son on the move was met with an arms folded response of “I’m not moving!” combined with a very determined scrunched up face. She did what most of salespeople do when the “customer” seems to not understand the value of our offering—deliver another “value proposition.” This went as follows:
Mom:  “But Johnny, you will have a bigger bedroom!”

Johnny:  “I’m not moving!”

Mom:  “But Johnny, there is a play room in this house!”

Johnny:  “I’m not moving!”

Mom:  “But Johnny, we will be on the side of town where your friends live!”

Johnny:  “I’m not moving!”

Mom:  “But Johnny, there is a nice park and playground across the street!”

Johnny:  “I’m not moving!”

We all know that while this mom wanted to “sell” her son on the move, the reality is he is going to move even if she has to pick him up and move him. (A note here: A four year old has the ability if he/she does not want to be moved, to actually double their body weight on lifting attempts. I do not know how they do it, but any parent who has tried to move a four year old against their will can attest to this great mystery.)

All of the verbal attempts to convince having failed, she decided to try what we know in sales as the “plant tour”—bring the customer to the home office and show them around (making sure any staff who may embarrass us is off the day of the tour). So she called the elderly couple she was buying the home from and asked if she and Johnny might stop in for a visit between Christmas and New Year’s Day (the elderly couple was moving to Florida the day after New Year’s Day). A visit was arranged. On arriving at the house, the Mom said to Johnny, “At the end of the hall is that nice big bedroom that will be yours. I’m going to have tea with this nice couple. You just wonder around the whole house and come back and tell mommy what you think. ” Johnny set off on his mission.

In ten minutes, Johnny was back. With an expectant smile, the mom said, “Well, what do you think?” Johnny folded his arms and said, “I’m not moving!” In total frustration the mom (knowing child abuse is both illegal and wrong) extended her hands in an “I’d like to throttle you” motion, and said “WHY NOT!!” Johnny replied, “I looked everywhere, and there’s no good kid toys here!” With a look of total astonishment, the mom replied, “Well of course not. When we move all your toys will come with us.” “Every one?” queried Johnny. “Absolutely!” replied the mom. Unfolding his arms, Johnny said with a smile, “Then this is a neat house!”

You see, those of us who remember the famous comedian George Carlin and listened to his rant on moving, know that when we move “our stuff” moves with us. A four year old may not. The simple power of the question “Why?” uncovered the reason for this four year old’s distress. William Ury of the Harvard Negotiating Project, tells us that we often get stuck on the position (the “what” they want) and fail to understand the interest behind the position (the ‘why” they want it). If only this mom had dug deeper into Johnny’s concern and said “Why is this move so upsetting to you?”, she may have saved months of “sales” effort and closed the kid on the move sooner.

The Sales Detective lesson:

When a customer says they want something, always ask in a respectful manner, “Why?”

Today’s Specials – Make a (Sales) Difference – January 6, 2011

The Sales Cafe is open again, for a new year and new ideas. We wanted to take advantage of the break and scour the Internet for the best links about sales to share with you, but ended up watching the first season of Psych while munching on homemade chocolate peppermint bark most of the time instead. (Thanks @mommommom!)

So we’re back and really ready to go. Our goal is to make 2011 the smartest year yet. And we don’t mean just looking smart, we mean acting smart. We want to make smart decisions in order to change outcomes. Today’s Specials focus on getting in the right frame of mind for making a difference in 2011, for yourself and others, by doing things like making one smartly placed sales call or changing your organization’s culture (which are just two of the topics we plan to cover in the weeks ahead).

1. Forget New Year Resolutions – Set Goals. First things first. We couldn’t agree more with Jeb Blount, sales guru and host of several sales blogs, including Quick and Dirty Tips, who offers smart advice for sales people to make that difference this year. Does that mean we can ditch our no-caffeine resolve and strive for the goal of making a great pot of coffee?

2. No dgrunts, no gomos. Next, we’d like to revisit the wisdom of the folks (well, the guy–Sam Parker) at Just Sell. We like their attitude of moving with a smile (smovers) and banning gomos (people who just go through the motions of working and living) and dgrunts (people who are disgruntled). It’s another inspiration for the year ahead.

3. To Hell With Resolutions! What’s on Your “Stop Doing” List? We love this take on goals for the year. What’s on our “Stop Doing” list? We like the one about always saying Yes and never getting it all done.

Please take a moment to tell us one of your goals (or “stop doings”). And, whatever you decide to do or not do, we look forward to the specials in the joy-filled and prosperous year ahead for all!

Today’s Specials – Focus – Monday, December 20, 2010

Today at The Sales Cafe, we are at a total loss–a loss of focus. Time is winding down for this whole holiday season and we’ve been feeling it. No amount of coffee seems to help or put us back on track. In fact, there is very little track to ride as so many people are either starting their vacations or winding down, watching the best ads of 2010 instead of updating contacts and events of the past quarter on SalesForcedotcom.

Today’s Specials focus on, well, Focus. Focus, people. If not today, then save this list for January 3, 2011.

1. Focus: A new book on simplicity in the age of distractions. Excellent ebook/course on focus. It’s as simple as that. Choose a free version or pay for the premium version. Now, if we weren’t so distracted, we would finish reading it.

2. Focus.com. This is a community and network of world class business and technology experts. Ask a question, get the answer in eight focus areas, such as sales, marketing, information technology, finance, customer service or HR. It may add to your procrastination options, but you’ll be smarter in the end.

3. How to Focus. When all else fails, go back to the basics and what you learned in school. That’s right, this link was written for students, but we are all students of life and if that’s what it takes to focus on work, so be it.

Finally, today’s holiday video is viral in the truest sense. If you haven’t seen it yet, watch it and share it with friends. That’s the meaning of viral.

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Today’s Specials – Sales Innovation – Thursday, December 16, 2010

Hearts in The Sales Cafe are all aflutter today, what with the release of the Bruce Springsteen Asbury Park Boardwalk Private Concert Video. Bruce is in fine form, hanging at the carousel in AP, NJ, playing songs to promote the release of the 2-CD “The Promise” and it’s been on the monitor all day here. It’s 30 minutes of rock ‘n roll and we like it. (Disclaimer:  Some of us here at The Sales Cafe are from New Jersey.)

In honor of “The Boss,” an innovator in music and marketing, Today’s Specials take a look at sales innovation. What does it take to be a sales innovator? Who’s innovative and how can we be more creative, unusual and even provocative in our quest for sales?

1. Innovation That’s ‘Born to Run.’ Here, Business Week contributors G. Michael Maddock and Raphael Louis Vitón argue “the promise” of innovation using Springsteen lyrics and song title examples. A little fanboy-ish, yes, but we love it anyway. What Would Bruce Do? they ask, and then describe how corporate leaders can emulate his resilience through triumph and failure.

2. Using an Outside-In Approach Transforms Business. We are huge proponents of taking an Outside-In approach to sales. Here’s a small example of how thinking outside(-in) the box can help an organization innovate in ways they never dreamed of.

3. The Technical Innovation Guaranteed to Double Your Sales Results. Sales guru S. Anthony Innarino offers a simple but revolutionary innovation and advice that really can change your life.

4. Have a Very Purple Holiday. Okay, so this last entry is more marketing than sales, but it’s timely and innovative and I’m sure those wise guys at Marketo have set up measures and means to track this campaign–integrated through email, the Web site and Twitter–down to every closed sale.

Today’s holiday clip comes from the classic movie, A Christmas Story. We triple dog dare you not to agree that this is one of the top ten scenes of any movie, any time.

Today’s Specials – Sales Leadership – Wednesday, December 15, 2010

The news of Mark Zuckerberg as Time Magazine’s Man of the Year 2010 (why they call it Person of the Year is beyond us) put us in a bit of a funk today. We suppose the choice is warranted (considering how much we complain about Facebook, we spend an inordinate amount of time there), but our vote went to the Chilean Miners who spent just shy of 20% of 2010 trapped underground.

 

Chilean miners (l to R) Claudio Yañaez, Carlos Mamani, Osman Avaya; Image: Peter Hapak for TIME

In honor of the guidance, strength and wisdom of Foreman Luis Urzúa, who kept “Los 33” sane while rescuers drilled above their heads, Today’s Specials focus on sales leadership.

1. Integrated Sales Leadership. Wilson Learning may have published this paper a few years ago, but the tenet still applies:  manage the process; lead the people.

2. Thoughts from Sales Thought-Leaders. Here, Sales Leadership guru Dave Stein offers a best-of-2010 interviews with other Sales Leadership gurus. A lot of great information in this one post.

3. The Sales Leadership Forum. Basically, an anything-you-want-to-know-and-learn-about-sales-leadership site. Give yourself some time to peruse and read through all the excellent materials.

And, with no relation to sales leadership in any way whatsoever, here’s today’s Very Special Holiday Video – the original video from Wham’s “Last Christmas” – both nostalgic and kind of creepy at the same time.

Today’s Specials – Time and Sales – Tuesday, December 14, 2010

Here at The Sales Cafe, we’re feeling the pressure of time. Why do we run out of time now, when we know year-end comes up annually? It should be no surprise, but we are often caught in the search for the perfect gloves, only to find them sold out in the right size the week before the biggest gift-giving day of the year.

Today’s Specials offer a glimpse into better time management, specifically when it comes to sales.

1. Time Management Checklist. The folks at Just Sell always offer some great sales advice. This link doesn’t disappoint, especially with tips to organize your day into productive time periods and create the ultimate To Do list.

2. Time Management for Sales Pros. The idea to track points for sales activities accomplished outlined in this article from Entrepreneur is perfect for holding yourself accountable and getting the job done.

3. Time Management Tips. Sales Management guru Ken Thoreson offers this list of tips to better manage your day and your life. We especially love the part about being greedy about your time (how much are you really worth?).

4. Let’s Make Room. Here, professional organizing guru Lis Golden McKinley, muses on how to better organize our lives–at work and at home–to be more productive. That’s really the goal of time management, isn’t it?

In the end, we think the best time management mantra comes not from the realm of sales, but from Nike:  Just do it.

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Oops, we nearly forgot to include a holiday favorite video. Here’s one of our favorite songs with it’s very own light show.