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Timeless Sales Messaging Tips to Win Today’s Customers

What is the number one problem that stands between your sales reps and prospects? Chances are that their sales messages fizzle in the marketplace. Prospects don’t know you, your company or your product; they don’t understand your message; and they don’t care about your story or your unique selling propositions.

Back in 1888, very few people had heard of George Eastman and his little black box that he called the detective camera. Only a few people understood photography, and even fewer knew his company. He started a sales revolution with the simple and compelling message: “You press the button, we do the rest.” Eastman’s sales message was as innovative as his camera.

Since 1888, advances in technology have created a landslide of products and an avalanche of information. Today customers are bombarded with sales messages that they have learned to tune out faster than ever.

Ask marketers and they’ll tell you that every year response rates decline. Today, more than 99 percent of all promotional emails are ignored or deleted. Why? The subject lines are boring, boilerplate messages. Ask sales managers and they’ll tell you that 90 percent of all prospects ignore a salesperson’s attempt to close the sale. Why? Because most salespeople talk about how great the product is, but they have little understanding of how their product can enhance their prospect’s business.

Why do most sales messages fizzle? When companies think of innovation, they think of innovative products, processes and technologies, but not messaging. What makes effective customer messages sizzle? The first author to write about selling with sizzle was Elmer Wheeler.

Wheeler’s bestselling book Tested Sentences That Sell was published in 1937, it revealed his experiments with sales messages and their impact on prospects. Wheeler spoke about meaty words that prospects could sink their teeth into and watery words that had little impact.

The world has changed since 1937, the advances in technology have been remarkable and business has become a lot more complex, yet human nature stays the same. For example, Wheeler found that if a waiter asked, “Would you care to order a red or white wine with your dinner?” it would double the sales of wine. Compare that with the unproductive questions that most waiters ask today: “What would you like to drink with your dinner?” Wheeler taught his students: “Don’t ask if, ask which!”

Today, winning customers has less to do with the right choice of products than with the right choice of words. Every market has its own jargon, acronyms and buzzwords that salespeople need to know. Each prospect lives in a different world that is governed by different preoccupations, perceptions and preferences. While a CEO’s perception focuses on the future, strategy and efficiency, the CFO’s preoccupations revolve around cash flow and ROI. For a sales message to gain access to the prospect’s mind it must reflect the language of the market, the preoccupations of the prospect and the challenges of the company. If salespeople want to get a seat at the table, they need to initiate the right conversation and speak the customer’s language.

Today’s successful companies take a more strategic approach to creating and distributing effective sales messages. The new process is called sales enablement which is designed to give each salesperson direct access to the collective intelligence that already exists in a sales organization. Why should salespeople reinvent the wheel every time they need to create a proposal or prepare for a call? Why should salespeople quiz each other for customer testimonials or to find the best practice for negotiating a deal? Why should salespeople create their own laboratory for tested selling sentences?

As regular host of Sales 2.0 Events, I am continually amazed by the sophistication of sales enablement solutions that can help teams collect their best “message assets” (such as talking points, white papers, conversation maps, persuasive stories, presentation videos, proposal templates, market overviews, research data, ROI analysis, customer testimonials and more) and make them instantly available to the entire sales team.

I am sure that Elmer Wheeler would come up with a clever way to describe such innovation in one sentence: “Sales Enablement is the crunch in the cracker, the whiff in the coffee, the pucker in the pickle and the commission in the close.”

Gerhard Gschwandtner is the Founder & CEO of Selling Power. This post appeared originally on his blog. Gschwandtner will host the Sales Management 2.0 Conference in Philadelphia on March 5, 2o12 and the Sales 2.0 Conference in San Francisco on April 2-3, 2012. 
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Achieving Sales Success & New Business in a Shrinking Industry

In 1933 my grandparents, Armand and Virginia Govin, founded MarkMaster as a rubber-stamp manufacturing company in Tampa, Florida. While stamps are still a big business for us (we make upwards of 10,000 to 12,000 stamps a day), we’ve since evolved into one of the largest custom-marking companies in the world with a basic product line of custom banners, signs, and name badges.

My brother Mark and I still value the same prospecting tools that our grandparents used – trade shows, networking, and referrals. At the same time, growing new business and achieving sales success in a shrinking industry is tough, particularly when marketing and IT resources are limited. Still, we’ve managed to pull off some significant growth, even during the economic downturn. Here are the three keys to our success.

  1. Streamline. The biggest barrier to our sales is that most prospects and customers dread the process of ordering our products. Managing layouts, text choices, and art placement can be a frustrating experience. We launched an initiative to redesign our new ordering platforms to make the process as easy for the customer as possible, while still giving them plenty of options. We also decided to add features behind the scenes to make our systems interface with other retailers online that sell our products.
  2. Innovate. While our product line continues to grow (in the next few months, we’ll be adding high-end items to our recognition line, including embedded and engraved crystal awards) there’s no escaping the fact that we’re living in a digital age. I even pay my own bills online instead of using stamps. To keep pace with today’s customer, we’ve begun to create collections that we’ve named the Impress Line. The first collection focuses on tradeshows and events. Now our customers will have a single-source manufacturer who will handle it all, from floor to ceiling. Not only will this make the process a less-stressful one, it will also mean a great deal of savings.
  3. Embrace Technology. We have a small sales team: three reps, a CSO, and a National Sales Manager. Thanks to our decision to establish an online sales channel, we’ve managed to see a huge return on our collective efforts. Using Ariba Discovery, we’re able to deliver speedy, reliable products to our existing clients and generate qualified leads for new business. As a result, we’ve created a robust, online sales channel and expanded our base of new customers by 65 percent and grow our overall business 20 percent year-over-year. We sell to 60 Fortune 500 companies, and we do almost all of it do through Ariba Discovery. The best way I can describe the service is like a Yellow Pages directory on steroids. We’re now so intertwined with this technology that it’s impossible to think of finding prospects without it.

In fact, Ariba Discovery recently helped our company land a deal with a large bank that had not considered us before due to our small size. We now service nine of the top 10 banks and eight of the top 10 insurance companies in the U.S. These are still important industry focuses for us, but we’re also seeing a turn toward retail, as our product mix has been moving toward signs and marketing items instead of strictly stamps.

Like any good company, we want to provide value to our current clients and find new ways to reach prospects. The traditional sales team is finding new ways to accomplish both of these goals. Sales teams today are more flexible, adaptive, and creative. They’re driven by collaboration and social business. Our business is no exception. By embracing new technology, our family business has managed to navigate around some pretty significant challenges, see significant growth, and achieve sales success, even during the economic downturn.

Now is a great time to invest in new technologies and new ideas. As a minority-owned company in the United States, it feels good that we’re able to offer products that are made right here. We’re not only investing in our company, we’re investing in the future of our families and the families of our employees – many of whom have been with us for decades. That means everything to us.

Kevin Govin
Kevin Govin is CEO of MarkMaster Inc.
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Sales Leadership & Innovation Lessons from Steve Jobs

Steve Jobs Apple homepage

As the world memorializes Apple founder Steve Jobs this evening, we’re meditating on how the innovations of one man have pushed so many sales leaders to go above and beyond their highest aspirations for their companies and their teams. 

Selling Power magazine publisher Gerhard Gschwandtner has often noted that Steve Jobs has always been “at the center of the innovation process.” When the iPad was first released, Gschwandtner bought one immediately, and declared that the device was destined to fundamentally change how salespeople work, sell, and play. He outlined three ways the iPad represented visonary innovation:

  1. Laptops are not designed for sharing. The iPad will pull people from isolation to a place of co-creation. 

  2. Laptop screens are not dynamic. The iPad screen automatically orients itself in relation to your movements. The image on the screen flips from horizontal to vertical and from top to bottom automatically.

  3. Laptops emerged at a time when the world was still linear. The iPad allows people to leave that static world so they can connect with the dynamic flow of human intelligence online and offline.

In a conversation economy, driven by Sales 2.0 technology and process, social networks and real-time exchanges, the iPad has come to represent a new age for sales teams trying to start meaningful and engaging conversations with prospects and customers. Gschwandtner describes a meeting he had with a CEO:

I brought my iPad; he had his laptop. During our conversation, we discussed how many different tasks salespeople need to perform to drive customer value. The conversation brought to mind an interesting chart I received in an email the same morning. I pressed the start button on my iPad, and it came to life instantly (there is no staring at a blank screen for two minutes). Within seconds, I pulled up the email, clicked on the message, and handed the iPad to [the CEO], who studied it and asked for the URL so he could share it with his team. I simply forwarded the email and the conversation resumed.

The iPad added instant value to the conversation, and it blended in naturally, which added a touch of elegance to the discussion (and of course a little iPad envy). In this case, the iPad delivered content in real time. In effect, this experience would not have been possible with the use of a laptop. After all, who would want to wait two minutes to make a point?

To invent and produce this kind of technological product — one that courts customers with an unparalleled combination of elegance and function —  Jobs had to maintain a ruthless focus on the end goal. During a presentation in 1997 (as outlined by Jon Steel in the introduction to his book Perfect Pitch: The Art of Selling Ideas and Winning New Business) Steve Jobs described innovation as an exercise in discipline. He drew more than a dozen boxes on a dry erase board and labeled them with names of Apple products still in their project stages: Cyberdog, OpenDoc, G4, iMac, etc. Jobs told the assembled group that Apple had invested millions of dollars in pursuit of each product. Then he began crossing them out.

“In the past days, I’ve killed this one, this one, this one…” Jobs said, until all that were left were G4 and iMac. “These two projects that remain represent what we always wanted this company to be about; they’re technologically superb and visually stunning. And I’m going to bet the future of this company on them.”

At the heart of innovation is change. Jobs’ legacy is a reminder for sales leaders that technology is a powerful driver of change. But the nature of change itself — the necessity of letting go of one thing to make room for something new — is also a reminder to seize the day. As Steve Jobs said in a 2005 Commencement address at Stanford:

No one wants to die. Even people who want to go to heaven don’t want to die to get there. And yet death is the destination we all share. No one has ever escaped it. And that is as it should be, because Death is very likely the single best invention of Life. It is Life’s change agent. It clears out the old to make way for the new. Right now the new is you, but someday not too long from now, you will gradually become the old and be cleared away. Sorry to be so dramatic, but it is quite true.

Your time is limited, so don’t waste it living someone else’s life. Don’t be trapped by dogma — which is living with the results of other people’s thinking. Don’t let the noise of others’ opinions drown out your own inner voice. And most important, have the courage to follow your heart and intuition. They somehow already know what you truly want to become. Everything else is secondary.