“The Sales Moment; Issue #276”

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Sunday, during a nice Mother’s Day lunch, my son Nick shared the fun they had at the Iroquois Steeplechase near Nashville the day before. He was especially impressed that as the shuttle buses arrived, a group of boys was greeting the attendees and making a point to take the hand of the ladies as they exited.

The fact is, good manners make a positive impression.

My friend Jason Cruise instilled a strong sense of manners in his two boys when they were young. They were speaking politely and holding doors by the time they were old enough to understand. Now that they are older, they are a pleasure to speak with and seem to be comfortable talking to any person of any age.

Best selling author and speaker, Andy Andrews, has raised his boys in a similar fashion. I have heard him say many times that they will not sit down to dinner until the ladies have taken their seat and rise if a lady leaves the table. He also asks the profound question, “Are you trying to raise good kids or great adults?”

Dan Miller shared a great example of his son-in-law being chosen for a new position at a bank in part because he stood as the lady interviewing him entered the room. Sometimes little thinks make al the difference.

“The hardest job kids face today is learning good manners without seeing any.”

~ Fred Astaire

Manners and common courtesy will set you apart and create a positive impression. Just as a lack of manners will have the opposite effect. It seems I do not have to look too hard to see a lack of manners. It has almost become the norm.

Manners are a form of empathy requiring you to take your eyes off of yourself.

One source defines good manners as treating other people with courtesy and politeness and showing correct public behavior.

I know my examples lean more toward young men but regardless of gender, practicing good manners in your personal and professional life can give you a social and business advantage. Besides, it is just the right thing to do.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #275”

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Are you a good listener? Most people think they are but I believe this is an area that many of us could improve. Furthermore, if you are not naturally wired to listen, you will have to constantly remind yourself or you will slip back into the “I wanna talk about me” mode.

I am a high “I” on the DISC assessment and inclined to enjoy the sound of my own voice. Generally, being a conversationalist and a people person is an asset in the sales profession but can become negative quickly when you are doing most of the talking. I have had to make a conscious effort to listen. It did not come naturally for me.

Bottom line, if you spend more than 30% of the time talking, you are likely to miss clues from the other person that could lead to a deeper understanding of their needs. How much does talking too much cost you? Is what you have to say really more important than the other person telling you exactly what they need?

My good friend and branding expert, Jimi Gibson, shared his recent home buying experience with a very attentive salesperson.

During the sales process, the agent heard Jimi’s wife, Dana, say that she wanted to walk into a clean house. The agent had the house deep cleaned at his expense. Jimi mentioned casually that he hoped his mower still worked. The agent had someone mow the yard.  He also noted where they bought their washer and dryer and gave them a gift card for that store. In his comments, he noted how Jimi and Dana listened to each other and how most couples rarely listen to each other. He sketched out the size of the laundry room and brought it to the closing because he knew it was important to them.

He even took additional time with them after the closing to help them celebrate. In the process, he made a lasting impression on the Gibson’s that they are sharing with everyone they know.

How much will active listening be worth to this young salesperson as he creates this experience for all his clients? He may never have to ask for a referral.

“Wisdom is the reward you get for a lifetime of listening when you’d preferred to talk.” ~ Doug Larson

You can choose to dominate the conversation and show them how smart you are or you can choose to listen. Listening really does makes a difference. It is essential for building relationships and making sales.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #274”

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I love a great comeback story. It is the main plot of many of my favorite movies. The story is especially intriguing when I find out that it is based on a true story—like the one I witnessed Sunday.

Charlie Woods had one wish for 2019, to see his dad win a golf tournament in person. Charlie got his wish. He witnessed his dad, Tiger Woods, win The Masters. Like Charlie, I was excited to see Tiger Woods win his first major after nearly a decade.

It has been a long journey for Woods after many years of dealing with personal and physical setbacks.

Earl Woods, Tiger’s dad, died in 2006 at the age of seventy-four. At the time, Tiger was thirty years old, winner of ten major tournaments and the greatest golfer in the world. I am not sure we know the true impact of this loss in Tiger’s life.

A few short years later he was divorced followed by years of physical ailments that included multiple back surgeries and procedures between 2014 and 2017.

We watched as he gradually showed signs of the old Tiger and continued to improve leading him back to Augusta National where we witnessed one of the greatest comebacks in sports history.

Tiger said he was most happy that his two children, Charlie and Sam, were able to witness this moment. It was moving to see him embrace his family and celebrate as the crowd roared.

I was pulling for him. I wanted the story to end well. Why? Because that is the story we want for ourselves. We want to believe that when we experience setbacks, whether it be personal, financial, business, or health that we will have the grit and courage to persevere and beat the odds.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #273”

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My research shows that the phrase, “You scratch my back, I’ll scratch yours” originated with the English Navy during the 17th Century when punishments for being absent, drunk, or disobedient were severe. One punishment would see the offender tied to the ship’s mast and flogged with a cat o’ nine tails by another crew member. They struck deals between themselves to only deliver light lashes with the whip, just scratching the offenders, to ensure they were treated the same should they ever be on the receiving end at some time in the future.

Bottom, line, if I do something for you, then I hope you will return the favor.

Have you ever noticed how you are compelled to do something for people who have helped you along the way? The psychological urge you feel is part of our human nature and can be a powerful rule if used appropriately.

What stands out most about this rule is that it requires you to act first and yes, you run the risk of the person NOT reciprocating. I believe it requires a mindset that states I will do because I want to do and it is the right thing regardless if it comes back to me or is paid forward.

Some of my closest friends and mentors have set an example of abundant generosity without an attitude of manipulation. In almost every case the trust and rapport that is generated because of their willingness to give first have come back to them personally and financially.

Do for people with a proper motive. Using this powerful rule to trick or manipulate people will jeopardize the relationship and it will be near impossible to regain their trust.

However, if this rule is used sincerely and for the right reasons, it can be a powerful way to build relationships..

“Pay every debt, as if God wrote the bill.” ~ Ralph Waldo Emerson

Actually, the Law of Reciprocity began a long, long time before the 17th Century when Jesus said, “So in everything, do unto others what would you have them do to you, for this sums up the Law and the Prophets”, Matthew 7:12.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #272”

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Last week we examined the three reasons we should avoid the sales roller coaster. This week we will look at five habits we can create to avoid it.

After thirty-three years in sales, I have heard a lot of salespeople talk…because most of them love to talk, present company included! One conversation that comes up often is why some of the top salespeople are successful. You hear things like, they have a better territory or they have a better commission structure or they have people helping them with logistics.

All of these situations may be true but I also know that great salespeople do things that others do not.

You see, I was one of the guys that thought those other guys were lucky and had a better situation until I worked with a few of them. It did not take long for me to see that they were not lucky, they were professional salespeople that knew how to take care of their business. Now I know why they break sales records year after year.

Here are some of the things I learned from those salespeople and have adapted to my sales process that has helped me make the last three years the best I have ever experienced.

1. Consistent Sales Management: The sales process has many layers and successful salespeople understand that each step in the process must be repeated consistently to achieve ongoing results. One long time friend and sales professional called me this week and mentioned how he is blocking off an hour every Friday to follow-up on existing proposals. He understands if he doesn’t schedule it, it will not get done.

2. Focus: Most salespeople are easily distracted and prone to do the parts of the sales process they enjoy and procrastinate on the others. The professionals I mentioned were constantly on top of existing projects while generating new business but did not let interruptions deter them. One person uses a voice message while he on scheduled appointments advising when he will return calls during the day.

3. Motivation: Face it, some people are not willing to get up and go to battle every day. In order to keep your funnel full you must be willing to overcome whatever is holding you back. Maybe you hate prospecting or you fear rejection. I have learned that the only cure for any of these mind games is action. Get up and bust through those self-limiting beliefs.

“Everything you’ve ever wanted is sitting on the other side of fear.” ~ George Addair

4. Skills: Studies show that the majority of salespeople have mediocre sales skills. They do not continue to learn and develop their craft. Even though there are many salespeople meeting minimum expectations, being lucky is not a good strategy. Successful people continue to learn and avoid the arrogance of thinking they know it all.

5. Commitment: If you believe what you are selling is the best, be proud of it and ask for the sale. Gaining commitment from a customer is a sure sign that you followed the steps of a proper sales process and proved that you deserve the business. Be confident and follow-through.

Your sales funnel is an accurate indicator of future results and you must have a continuous flow of new opportunities to keep it full. How you take care of the business you currently have will determine if those customers will buy again and refer you to new business.

Being a salesperson and entrepreneur is fulfilling and can be financially and personally rewarding but it is demanding. It requires dedication and focus and your customers will thank you for it.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #271”

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Have you ever felt like you are riding a roller coaster of generating new business and servicing the business you have?

While attending a business conference recently, I asked a gentleman how his business was going. His answer was familiar and one I hear often from salespeople and business owners.

He said, “I am spending so much time completing my existing contracts and commitments that I have little time for prospecting and obtaining new business.” He went on to say that while he is generating new business he experiences a lull in his cash flow.

You have probably heard the phrase, keep your sales funnel full. In simple terms, it is the sales process that takes a prospect on a journey to becoming a paying customer. Or, in other words, the time lapse between generating a new opportunity and when you receive the order.A full sales funnel implies you have a steady flow of new opportunities pouring into the top of your funnel producing a steady flow of sales coming out the bottom. An empty funnel can be detrimental to your future sales and income since it can take weeks or even months for the actual order to materialize.

A full sales funnel can benefit you in the following ways:

1. A full sales funnel will put you in the right state of mind. Never needing the sale takes away the stress and pressure of having to make a sale and allows you to serve the client in the best way possible. This prevents you from being a “stinkin” salesperson who desperately needs the sale. A prospect can smell one a mile away!

2. A full sales funnel will stabilize your income. Nothing can be more frustrating than going from feast to famine. *Even though some businesses are seasonal and inconsistent, you should plan ahead for those times and get creative on finding new ways to generate income during the down times.

3. A full sales funnel helps you focus on the most important. It can be easy to fall into bad habits when you are inconsistent in your sales process. Stay sharp and consistent.

“Either run the day or the day runs you.” ~Jim Rohn

Next week we will look at ways you can keep your sales funnel full.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #270”

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Can you really influence someone’s actions by saying what you believe about them?

Dale Carnegie believed you can, and so do I. In his classic book, How To Win Friends and Influence People, Carnegie suggested giving someone a fine reputation to live up to as a way to change people without giving offense or arousing resentment.

While the example Carnegie provides shows clearly how this would work, I still wondered how I can do this without seeming manipulative and disingenuous.

I recently heard a keynote from the author of Influence; The Psychology of Persuasion, Dr. Robert Cialdini, and he told a great story of how someone used this technique on him.

When the first printing of his latest book, Pre-Suasion, shipped with poor quality printing, his publisher called and said, “I have some bad news, and I hate it happened to a nice guy like you.”

How could you be rude after a statement like that?

Simply, it means giving a compliment and speaking into existence how we see people. Remind people of something they are good at. We should look for the strengths in people in order to have influence with them.

“To change somebody’s behavior, change the level of respect she receives by giving her a fine reputation to live up to. Act as though the trait you are trying to influence is already one of the person’s outstanding characteristics.”

~ Dale Carnegie & Associates

If you give a person a fine reputation to live up to, they will make every effort to live up to that reputation rather than see you disillusioned.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #269”

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We have been told that body language speaks louder than the words we say. Are you picking up on the nonverbal cues?

Dr. Albert Mehrabian, the author of Silent Messages, conducted several studies on nonverbal communication. He found that 7% of any message is conveyed through words, 38% through certain vocal elements, and 55% through nonverbal elements such as facial expressions, gestures, posture, etc…

Many people have challenged Mehrabian’s findings but few deny that our nonverbal communication is saying more than we realize.

Most people start with the face to read someone’s nonverbal behavior but according to Ex FBI agent Joe Navarro, that is the last place we should look for clues. He states in his book, What Every Body is Saying, that we should start with the most honest part of the body, the feet, and legs.

Mr. Navarro makes a convincing case since he spent twenty-five years in the FBI as a counterintelligence special agent and supervisor specializing in nonverbal communication.

I have to admit I was caught off guard at this statement but after further explanation, I found out he was right.

“Why should I care about understanding someone’s body language?”, you may ask. Because you can’t always trust what a person’s words or facial expression are saying. Picking up on nonverbal clues can give you insight into what a person is really thinking and this information is invaluable in any face-to-face setting where you are seeking influence.

We are taught from a young age to put on a good face. We learn to fake a smile or be what we need to be in the moment because it is expected of us. However, what we do with our feet says a lot about how we feel about another person.

Here’s a personal story that I experienced recently. I was visiting a client and in the first fifteen minutes, we finished covering the information I needed. However, my client was feeling chatty and continued to talk for another thirty to forty minutes. I needed to go but did not want to be rude.

In a moment of self-awareness, I looked down and I had unconsciously crossed my legs with both feet facing toward the exit door. This was an unconscious action that demonstrated I was ready to leave. My client did not notice because I corrected my body language immediately. If I had not studied nonverbal behavior I would not have noticed.

I think this is important to know because of the respect and attention you want to give someone in a conversation. You should also be aware of clues that someone is ready to end a meeting with you! The opposite is also true. If their body and feet are squarely facing you, then they are engaged and interested.

Bottom line, the position of a person’s legs and feet demonstrates how much they are interested in a conversation.

Stay on the look-out for this telling nonverbal clue and I think you will be surprised.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #268”

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Have you ever met someone that had a habit or behavior that was glaringly obvious to everyone…except that person?

Could you be that person? The answer is yes because we all have blind spots.

A blind spot is a habit or behavior that everyone can see…except you. Specifically, blind spots are when you lack awareness of your challenges.

Some communication and personal blind spots include being a poor listener, interrupting during conversations, using a condescending tone and being insensitive, to name a few.

During my workshops and coaching sessions, I spend a lot of time discussing self-awareness. We have to start by understanding our own strengths and challenges. We all have aspects of our personality that we need to improve while thriving in our own God given strengths.

I heard the CEO of a large company tell how a trusted colleague asked him after a team meeting “Why are you so angry?”  He said, I’m not angry at all, why?” She said, “Really? I think you forgot to tell your face!” He was projecting a very serious tone that had everyone in the meeting hesitant to participate and fortunately he had someone that cared enough to make him aware of it.

“Getting rid of a delusion make us wiser that getting hold of a truth.” ~ Ludwig Born

The Johari Window is a technique that helps people better understand their relationship with themselves and others.

• Open Self (Arena): What you know about you and what everyone else knows about you.
• Hidden Self (Mask): What you know about you that no one else knows.
• Blind Spots; What everyone knows about you that you do not know.
• Undiscovered Self (Unconscious): What is unknown to you and others.

Here are three ways you can increase self-awareness and uncover your blind spots:

1. Ask someone close to you that you trust and who wants the best for you. Don’t be in denial. Be willing to receive the information graciously and don’t pout!

2. Take a personality assessment. I am certified in DISC and believe it gives a person a clear picture of their strengths and challenges. Hire someone to help you understand the assessment to gain the most from this valuable report.

3. Hire a coach who will give you honest feedback. A good coach can help you see things from a new perspective and own your life and future confidently.

Uncovering and understanding your Blind Spots is a necessary part of your personal growth and heightens your self-awareness. It can be a painful process but will lead to more effective communication and success.

If you would like help uncovering blind spots for you or your team, please contact me by clicking I need help with my Blind Spots.

Have a great week!

Pierce

PierceMarrs.com

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“The Sales Moment; Issue #267”

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We have all heard that we need people to like and trust us if we want to further the relationship. This pertains to personal and business. We need to make a connection.

But a word of caution, not everyone wants to be your friend, especially in business.

I know you are awesome and your mama told you so but keep in mind that most people are taught to be cautious about people they do not know. To charge in and start asking personal questions and talking about the family photo on their desk is a no-no.

A friend of mine shared a story about making a sales call with another guy who noticed that the prospect had a picture of twins on his desk. It just happens that the sales guy had twins as well. He assumed the prospect wanted to talk about their common bond but he was mistaken. The sales guy would not shut up about the twins. The prospect was offended and put off because he didn’t want to talk about his family with this guy he hardly knew.

In my sales career, I have made a habit of becoming a keen observer of a person’s environment. I do look for pictures of family or their hobbies or degrees on the wall but I do not mention them. I stick to the agenda of why I am there. I hold that information until the opportunity arises to bring it up casually over lunch or while walking around a person’s facility. Always after the initial business is completed.

Here are a few tips of do’s and don’ts to keep in mind the next time you meet a new person:

Do’s:

1. Do smile and be upbeat. You can take this too far. Be friendly and steady. Being over the top can be off-putting.
2. Do remember their name and use it often.
3. Do ask questions and listen. “Prescription before diagnosis is malpractice.”
4. Do take notes. If not you will forget a piece of key information you promised to provide.
5. Do turn your phone off, ignore it or leave it in the car. Checking your phone is a sign to the other person you are not interested.

Don’ts:

1. Don’t talk too much. Introduce yourself and then get the other person talking by asking questions. I like the 70/30 rule. If you were wondering, I talk 30% of the time.
2. Don’t discuss inappropriate topics or tell jokes. You never know who you will offend.
3. Don’t make promises or claims that you cannot back up.
4. Don’t be negative. About anything.
5. Don’t stay longer than your allotted time. Only stay longer if you are invited.

A truly wise person uses few words: a person with understanding is even-tempered.Even fools are thought wise when they keep silent; with their mouths shut, they seem intelligent.

~ Proverbs 17: 27-28

Have a great week!

Pierce

PierceMarrs.com

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