Professional Documents
Culture Documents
Copyright
©
2012
by
Victor
Antonio
Published
by
Sellinger
Group
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It
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Printed
in
the
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States
of
America
First
Printing:
May
2012
Library
of
Congress
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in
Publication
Data
Antonio,
Victor
Selling
Ain’t
Hard…When
You
Know
How!
ISBN
Pending
(U.S.A.)
1.
Business
2.
Sales
Dedication
DEDICATION
CONTENTS
DEDICATION i
WORDS OF PRAISE FOR… xii
PREFACE xiv
ACKNOWLEDGMENTS xviii
CHAPTER 1.
MAKE THE COMMITMENT 1
#1: Why Are You in Sales? 1
#2: Quantifying the Goal 2
#3: Dark Days of Selling 3
#4: Know Your Target 5
#5: Data Mining 6
#6: Sketch Your Prospect 7
#7: Are You B2B or B2C? 8
#8: Law of Sales Attraction 9
#9: Knowing Your Product or Service 10
CHAPTER 2.
PRESENTING FEATURES AND BENEFITS 11
#10: Building Credibility 11
#11: The “I Don’t Know” Rule 12
#12: Features and Benefits 13
#13: Know Thy Competition 15
#14: Creating Value 16
#15: Sales Integrity 17
#16: Why Listening Works 17
#17: Open-Ended & Closed-Ended Questions 18
#18: Interview, Not an Investigation 19
CHAPTER 3.
HOW TO SELL WITHOUT SELLING 21
#19: Active and Passive Listening 21
#20: You’re Not Selling, You’re Helping 23
#21: Seek to Understand First 25
#22: Find Reasons Not to Sell 26
#23: Sell Steak and the Sizzle 27
#24: Never Get Caught Selling 28
#25: The Six Stages of Selling 29
#26: Stage 1 - Prospecting 30
#27: Stage 2 – Qualification 30
CHAPTER 4.
CLOSING THE SALE 33
#28: Stage 3 – Investigative 33
#29: Stage 4 – Presentation 33
#30: Stage 5 – Pricing 34
#31: Stage 6 – Closing 34
#32: The Sales Funnel 35
#33: Calculating Your Closing Rate 36
#34: The Rule of Thirds 37
#35: Five Reasons Prospect Don’t Buy 38
#36: When the Prospect Says They Don’t Have
the Money 39
CHAPTER 5.
BRIDGING THE SALES GAP 41
#37: When the Prospect Says They Don’t Have
the Time 41
#38: When the Prospect Says They Don’t Have
the Need 42
#39: When the Prospect Doesn’t Have a Sense
of Urgency 44
#40: Building Trust When There is No Trust 46
#41: Crossing the Sales Gaps 47
#42: They’re Rejecting the Offer, Not You 48
#43: Principle of Least Interest Effect 49
#44: Make the Client Discontent 50
#45: Long Sales Cycle versus Short Sales Cycle 51
vi
CHAPTER 6.
THE LONG AND SHORT OF THE
SALES CYCLE 53
#46: Measuring Your Sales Cycle 53
#47: I Have to Speak with My X 54
#48: Send Me Your Information 55
#49: That’s Too Expensive or That’s Too
Much Money 56
#50: Displaying Your Products 57
#51: Influence versus Manipulation 58
#52: The Primacy Effect 59
#53: The Recency Effect 60
#54: Presentation Sequence 60
CHAPTER 7.
THE MINDSET OF PROSPECTS 61
#55: Pricing Option 61
#56: Social Proof 61
#57: Salting the Jar (Another Example of
Social Proof) 62
#58: Rule of Consistency 63
#59: How Telemarketers Use Consistency 63
#60 Sales Truth Serum – How to Get Accurate
Information 64
#61: Sales Attention Grabbers 66
#62: Price Options 66
#63: I Don’t Know! 67
CHAPTER 8.
THE VALUE OF MONEY 69
#64: Reducing Your Sales Cycle 69
#65: The Alternative Close 70
#66: Verbal Packaging 70
#67: Sequence Your Offer 71
#68: Building Instant Credibility 72
#69: Relative Value of Money 72
#70: Customer Orientation 73
CHAPTER 9.
ASSESSING THE SITUATION 77
#73: Prospecting 77
#74: Prospecting via Cold Calling 77
#75: Prospecting via Inquiry 78
#76: Prospecting via Referral 78
#77: No Pain, No Sales Gain 79
#78: Lowering Resistance, Then Raising
Acceptance 80
#79: Situation Questions 81
#80: Verbal Gifting: The Ultimate Rapport
Builder 83
#81: Trouble Questions 88
CHAPTER 10.
PRESENTING THE PRICE 90
#82: Don’t React or Act 90
#83: The Psychology of Consistency…Again! 91
#84: Amplify Questions 93
#85: Rule of Association 94
#86: Reward Questions 96
#87: Tie-Down 98
#88: Tie-Down in a Small Simple Sale 99
#89: Tie-Downs in Large Complex Sales 100
#90: Price Distortion – The Magnifying Effect 102
CHAPTER 11.
RULES OF PERSUASION 104
#91: The Discount Deception 104
#92: Nodding: Pumping the Prospect for
Information 106
#93: Rule of Liking 108
#94: Rule of Reciprocity 108
#95: The Endowment Effect 108
#96: Foot-In-The-Door 110
viii
#97: Finding the Dominant Buying Motive 111
#98: Reversing Field - Building Rapport
and Credibility 112
#99: When to Consolidate or Partition
Your Prices 115
x
PREFACE
xvi
with additional tools, tips and tactics that you can use
to supplement your already stocked sales toolkit.
ACKNOWLEDGMENTS
CHAPTER 1.
MAKE THE
COMMITMENT
2
Make
the
Commitment
new house. Whatever the goal, quantify what it will
take in terms of sales to make it happen.
4
Make
the
Commitment
obstacle resolved brings you that much closer to your
goal.
6
Make
the
Commitment
commonalities and consistent characteristics will
become more apparent.
8
Make
the
Commitment
• Do they own a home?
• Are they dissatisfied with what they have
or own?
10
CHAPTER 2.
PRESENTING
FEATURES AND
BENEFITS
12
Presenting
Features
and
Benefits
Then, write how you would respond to the product or
service question posed by the prospect. Write out
your responses and study what you’re going to say
until it feels comfortable. Practicing the responses
aloud is important. The reality is, sometimes what we
write on paper doesn’t translate well when spoken
aloud, and may not communicate our exact meaning.
Therefore, keep playing with the words until it feels
comfortable to you and sounds natural.
14
Presenting
Features
and
Benefits
#13:
Know
Thy
Competition
16
Presenting
Features
and
Benefits
#15:
Sales
Integrity
18
Presenting
Features
and
Benefits
decision-making process works?” and “How would
you describe your relationship with your current
vendor?”
20
CHAPTER 3.
HOW TO SELL
WITHOUT SELLING
Selling
Ain’t
Hard…When
You
Know
How!
them deny it! Keeping quiet is a non-verbal form of
torture for many salespeople.
22
How
to
Sell
Without
Selling
in order to help you close the sale. An example of a
closed-ended active question could go like this: “So
you’re telling me a decision will be made by the end
of the month?” Note that I’m looking for a one-word
answer, yes or no. If I asked, “Based on what you’ve
told me, your budget is in the neighborhood of
$250,000?” Again, I’m looking for confirmation on
budget so I’ll know what my limitations are when
presenting a proposal.
24
How
to
Sell
Without
Selling
You will have transmitted a genuine sense of caring
to the prospect. You’re there to make a friend first,
and if appropriate, a sale second. In sales, we all
know people will buy from people they know, like,
and trust.
26
How
to
Sell
Without
Selling
By removing the emotional component of wanting to
sell and replacing it with a sincere interest of wanting
to help, if it’s a fit, you’ve now positioned yourself
mentally to be in control of the sales process. Instead
of “hoping” your prospect is interested in your
product, your mindset is now one of, “Does this make
sense?”
30
How
to
Sell
Without
Selling
asking closed-ended questions (i.e., getting
confirmation) will really come in handy. It will help
to uncover whether or not the prospect is in a position
to make a purchasing decision.
Selling
Ain’t
Hard…When
You
Know
How!
32
CHAPTER 4.
Selling
Ain’t
Hard…When
You
Know
How!
you make in your presentation should be aimed at
answering: a) a prospect’s concern; b) informing the
prospect of things he may not be aware of; and c)
addressing any “unvoiced” concerns (i.e., concerns or
needs that the prospect did or may not want to voice
aloud). The presentation should highlight product
features, but should stay focused on how it translates
into a benefit for the prospect. Remember, features
tell, benefits sell.
34
Closing
the
Sale
“Mr. Prospect, where do we go from here?”
There you have it, the six stages of selling. The best
way to visualize this six-step process is to imagine a
vertical funnel with the wide part at the top and the
narrow spout at the bottom. The sales process starts
by “pouring” sales leads or prospects into the funnel.
As the prospects move through the funnel, they are
then qualified before proceeding to the next stage:
investigation. Those who don’t qualify are removed
from the funnel. Having been qualified, the prospect
moves through to the next stage in the funnel, the
investigation, where specific questions are asked,
before proceeding to the presentation and pricing
Selling
Ain’t
Hard…When
You
Know
How!
stage. Lastly, if you can close the deal, you now have
a client (i.e., a prospect who bought from you
becomes a client) coming out of the bottom of the
narrow funnel. How many prospects you convert into
clients is called your conversion rate or closing rate.
Each phase of the sales funnel is critical, but none is
more critical than qualifying your prospects up front.
This phase insures that you don’t waste time trying to
sell to someone who isn’t going to buy your product.
36
Closing
the
Sale
but it would be great if you were selling a large ticket
item ($500,000 printer).
1. No Money
2. No Time
3. No Need (or No Interest)
4. No Urgency
5. No Trust
38
Closing
the
Sale
An acronym is one good way to remember these five
reasons. I came up with: MT. NUT, which stands for
(M)oney, (T)ime, (N)eed, (U)rgency, and (T)rust.
“If
I
can
show
you
how
you
can
afford
this
item
or
suggest
a
creative
way
of
financing
this
item,
is
there
any
other
reason
why
you
wouldn’t
want
to
go
ahead
and
purchase
the
item
today?”
40
CHAPTER 5.
BRIDGING THE
SALES GAP
42
Bridging
the
Sales
Gap
how, by not using your product, it is costing them
time, money, or anything else of value.
44
Bridging
the
Sales
Gap
A good strategy for creating urgency is to do a
“Where are we now?” and “What if?” scenario with
the prospect.
At this point, you begin to lay out all the ways the
prospect is losing money or time. Each reason is
aimed at creating awareness of the problem with the
resulting effect being a sense of urgency to resolve
the situation. By identifying and highlighting how the
prospect is losing money or time, you are driving
home the point more and more, causing the prospect
to understand and realize the pain of his position.
Pain is a great motivator. In fact, I will say that pain
is the motor that drives urgency. So the more pain
you create, the greater the sense of urgency.
Selling
Ain’t
Hard…When
You
Know
How!
#40:
Building
Trust
When
There
is
No
Trust
46
Bridging
the
Sales
Gap
“Many people are drawn to this car for its looks, but
given its maintenance track record, I wouldn’t
recommend it to someone who is looking for a
reliable car.”
48
Bridging
the
Sales
Gap
someone fall. You assessed the situation and decided
they needed the help that you could provide. The
person’s refusal had nothing to do with your
“intentions.” Your intentions were good, so there is
no reason to feel bad at all. This is how you should
view selling. If your intentions are good (i.e., wanting
to help, not sell), and someone refuses your help,
there’s no reason to walk away from the prospect
feeling bad.
52
CHAPTER 6.
54
The
Long
and
Short
of
the
Sales
Cycle
The problem comes when you call a week later, and
the prospect is no longer interested. What if I could
show you a way to prevent yourself from getting into
this situation in the first place? How? It’s easy: insert
a qualifying question BEFORE you present. Here’s
what you’re going to ask: “Mr. Jones, aside from
yourself, who else needs to be involved to make a
decision?”
Even if you did send the info and followed up, do you
think they’d remember you out of the numerous calls
they get daily from other salespeople? No. The
question is, “How do you get in front of the potential
client so you can present your product and stand a
better chance of closing the deal?”
56
The
Long
and
Short
of
the
Sales
Cycle
money”. Now, there are a couple of ways to handle
this price objection. One of my favorite tactics for
overcoming this objection is to “reframe” the price in
such a way that it doesn’t look that big to the
prospect.
58
The
Long
and
Short
of
the
Sales
Cycle
influence. Which begs the question: is influence good
or bad? Well, the difference between influence and
manipulation comes down to a matter of ethics and
intent. If you are influencing someone’s reason for
buying from you because it will help them, then
influencing them is a good thing. If you are
influencing them, regardless of whether the product
will help them or not, you can consider that
manipulation. Success in sales, in the long run,
depends on your ability to influence and NOT
manipulate. Remember, it is six times cheaper to keep
a customer than to go out and find a new one. Selling
your customers what they want or need will keep
them coming back for more.
60
CHAPTER 7.
THE MINDSET OF
PROSPECTS
62
The
Mindset
of
Prospects
#58:
Rule
of
Consistency
64
The
Mindset
of
Prospects
Let’s say you’re meeting with a prospect named Bob,
and you’re trying to get a realistic timeframe for
when a buying decision will be made.
66
The
Mindset
of
Prospects
paying too much. This phenomenon is called “loss
aversion.” It gets better. What if you offered the
prospect three options, varying from the most
expensive, middle-of-the-road, and least expensive?
Which do you think the prospect would choose? If
you guessed the one in the middle, you’re right. Loss
aversion is at work here. In order to avoid over-
paying or under-paying, the prospect will choose the
option in the middle. When you present your proposal
to a client in the future, always put your “target
option” (i.e., the one you hope they choose) in the
middle, sandwiched between a lower-priced and
higher-priced option.
68
CHAPTER 8.
THE VALUE OF
MONEY
Selling
Ain’t
Hard…When
You
Know
How!
#65:
The
Alternative
Close
70
The
Value
of
Money
72
The
Value
of
Money
74
The
Value
of
Money
76
CHAPTER 9.
ASSESSING THE
SITUATION
#73: Prospecting
Selling
Ain’t
Hard…When
You
Know
How!
The hope is to generate enough interest that the
prospect will want to set up a meeting to learn more
about what your product has to offer.
78
Assessing
the
Situation
Supplier questions:
Motivation questions:
Market questions:
84
Assessing
the
Situation
Bob:
Nah,
I’d
like
to
look
at
some
of
your
luxury
sedans.
88
Assessing
the
Situation
CHAPTER 10.
PRESENTING THE
PRICE
#82:
Don’t
React
or
Act
Presenting
the
Price
92
Presenting
the
Price
94
Presenting
the
Price
96
Presenting
the
Price
Buyer: Absolutely.
#87: Tie-Down
The next step in the process was the need to really dig
for some pain by highlighting the real price of not
addressing key issues to the prospect. In terms of time
and money, it really was costing the prospect. Using
the Reward step, you get the prospect to see the
upside and benefit to resolving some of the current
issues. If you did your job, the prospect should be
feeling a sense of urgency to resolve his problems.
98
Presenting
the
Price
100
Presenting
the
Price
102
Presenting
the
Price
CHAPTER 11.
RULES OF
PERSUASION
Rules
of
Persuasion
106
Rules
of
Persuasion
108
Rules
of
Persuasion
#96: Foot-In-The-Door
110
Rules
of
Persuasion
112
Rules
of
Persuasion
Scenario
Result:
The
meal
was
great.
You
usually
tip
15%,
but
for
his
honesty
and
kindness
you
feel
the
need
to
reciprocate
and
show
your
appreciation,
so
you
decide
to
leave
the
kid
a
20%
tip.
114
Rules
of
Persuasion
Consolidated Pricing:
Software: $199.00
License Fee: $0
Upgrade Fee: $0
Tech. Support: $0
Total $199.00
Partitioned Pricing:
Software: $145.00
License Fee: $5.00
Upgrade Fee: $10.00
Tech. Support: $36.00
Total $199.00
Selling
Ain’t
Hard…When
You
Know
How!
Studies show that companies with low reputations
caused buyers to be a little more suspicious, and they
paid greater attention to pricing. The majority signed
up if the prices were consolidated.
116
Rules
of
Persuasion
APPENDIX A: RESOURCES
Other Books by Victor Antonio
Sales Psycho
Appendix:
Worksheets
APPENDIX B: WORKSHEETS
COMMITMENT
EXERCISE
Think of something you’d like to achieve and then
“quantify your goal” just like I did with the new car.
Commitment Statement
I __________________________________ (your
name) hereby commit to directing all my time,
energy, and resources to achieve the above goal by
___________ (date).
Witnessed by:_____________________________
120
Appendix:
Worksheets
ABOUT THE
AUTHOR
About
the
Author
President of International Sales in a Fortune 500 $3B
corporation at the time. Within a two-and-a-half-year
time period he grew their business from $14M to
$98M in annual revenue. During that time his sales
totals were $162M, and he was selected from over
500 sales managers to join the President’s Advisory
Council for excellence in sales and management.
Victor has shared the big stage with some of the top
business speakers in the nation including: Rudy
Giuliani, Zig Ziglar, Dr. Robert Schuller, Paul Town
(Author of Rule #1), Paul Ortellini (CEO of Intel),
John May (CEO of FedEx Kinkos), and many other
top business speakers.
http://www.victorantonio.com/
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