Cleaning the shark’s teeth

Sounds like a dangerous job? The little remora fish is the master of that job…and the shark allows the remora in its mouth because it’s more beneficial to work together than work apart. That’s called a symbiotic relationship and it’s the best kind of relationship with your customers. Focusing on your customers is the theme of this month’s issue… and your success (as well as your customers’) is dependent on you putting their interests first and helping them achieve the results they want.
Forget the lingo! Speak the customer’s language

A major takeaway from this month’s issue is how much more important it is to listen to your customers instead of them listening to you. Not only is it the best way to learn what they really need from you, but also you’ll hear the words they use to express that need…and those are the words you must use when communicating with them. Forget the sales jargon and all the “techno-speak” about your products and services. Ask questions… listen… speak your customer’s language… and you’ll be able to deliver the goods and a great looking sales report to the boss.

Take SOLDLAB.com wherever your opportunities take you

Need more courage and support to enter the shark’s mouth? You’ll find them at SOLDLAB.COM! Your online repository of ideas and information and podcasts for today’s salesperson and sales environment is available 24/7… and in whatever corner of the world you’ve found a new sales opportunity. Even though the time gaps in your busy schedule may be small, use them wisely to check our Facebook page and Twitter feed throughout the day for updates.

What's inside April 2013:

Moving forward with your customers
Whenever a customer becomes irritated, you’ve taken a step backwards in your relationship. Your achievement, as well as your company’s, depends on always moving forward with your customers. That’s why you need the skills and insight to turn a customer’s “frown upside down” as quickly as possible, so you regain momentum and move forward to the next sale.
Always make them smile
The best strategy is never to give your customers a reason to be irritated with your products or service in the first place…not always easy. This issue of SOLD is filled with very specific methods and techniques to help you minimize, and hopefully, eliminate customer irritation. You’ll learn the best social media choices for B2B relationships, how to “open” customers instead of closing them, why saying “No” is often good for your customer relationships, and much more.
What's inside February 2013:

This article was published in SOLD Issue 18.

If you think your customers exist solely to “buy your stuff,” you’re missing a huge part of the picture. Bill Lee, author of The Hidden Wealth of Customers, says your customers are uniquely equipped to influence your product development, sing your praises, and even close sales for you. He describes seven things they can do better than you.
Read the FULL article at http://www.soldlab.com/news/2013/01/11/7-things-your-customers-can-do-better-than-you

1. Aim to impress. Whether it’s order number one, or order number twenty-one, make sure the product or service you provide is top quality. Don’t skimp.
2. Never take your customers for granted. Customers are free to buy from another, and believe me, there are plenty of businesses that offer the same products and services that you do, and they’re just waiting to move in on your customer. Let you customers know how much you value them. And tell them often!
3. Treat them right. Make them feel special, valued and important. Every single day. Go above and beyond what they expect from you. Giving them what they expect is satisfying your customer. You want to do more than satisfy them, you want to WOW them.    
4. Listen to them. Oftentimes, we think we know what customers are going to say, so we listen with only one ear, assuming we know what’s coming out of their mouth next. We have two ears and one mouth for a reason. Do twice as much listening as you do talking and your customers will tell you everything you want to know about them, and then some!   
5. If you make a mistake, own it. Acknowledge it, admit it, and then make it right. You’ll gain more credibility with your customer, and they’ll probably appreciate you for doing it.    
6. Ask them how you’re doing. Feedback is the breakfast of champions. Ask your customers how you’re doing and what you can do to improve. And then do it!  When you give your customers what “they” want, instead of what you want to give them, they will love you for it.    
7. Show interest in them, both professionally and personally. Celebrate their successes with them, and show empathy for their problems. Be their biggest cheerleader, and they will be yours in return.

By following these steps, you will turn your customers from “simply satisfied” to “loyal”. Loyal customers are your best source of advertising.
By Randi Busse

This month in SOLD: Stan Billue, CSP, a recognized expert in Sales Training, Telemarketing, Motivation, Mentoring, and Marketing, shows how to avoid Cold Calling and dramatically increase your Sales and Income and enjoy a successful sales career!

Running a website is almost a prerequisite now when you start any business. It could be something as small as a “Mom and Pop” café or something as large as a multinational company with offices in every continent known to man. The truth is, without a website you are not going anywhere in today’s highly competitive world. Building a website is a time consuming activity, but it is just the first step. Maintaining the website with key information relevant to the customer is the mainstay.

Did you hear the one about great salespeople being great talkers? They have the gift of gab and they dazzle their customers into buying anything. Some salespeople even believe it. It's the biggest myth in sales. Here's how it got started and why it is a myth.

Would I Lie to You? Would I tell you something that wasn’t true? Yes, it’s the Eurythmics song from the ‘80’s. Lying is also a common complaint among negotiators. Mostly, we focus on big stuff: the fraudulent comment or the obvious bluff. There is a much more prevalent and insidious type of lie, though. Lying Qualifiers You know, those little phrases that indicate that you are about to tell a lie.

This week on DS TV we learn a surprising revelation, there are no lost customers in Software-as-a-Service.  It's time to change your mindset to match that of the industry.  Start thinking Active vs. Inactive customers, and here is how.

New SOLD Magazine Issue Has Just Been Delivered - Issue 13 Get Loyalty Through Royalty!
Featuring the Cover Story "Get Loyalty Through Royalty" by Shep Hyken - a professional speaker and New York Times and Wall Street Journal bestselling business author.
What's inside July 2012: