Focus Magazine - Summer 2016 - (Page 25)

FEATURESTORY How to Train the 'Creepy' Out of Closing ■ By Lawrence Freedman, Tara Cafaro and Martino Hroncich In the field, sales calls rarely go as planned. M erriam Webster's dictionary defines creepy as "strange or scary: causing people to be nervous or afraid." Any trainer who has been on a recent field ride has likely experienced this sensation. It happens when sales representatives attempt to close a sale - before appropriately qualifying the customer or developing a need. e process is clumsy and embarrassing. In some situations, it can mean the end of a relationship. In this article, we provide a four-step strategy for helping sales trainers take the "creepy out of closing." We argue that sales trainers who possess the ability to make the closing process comfortable can be of enormous value to sales organizations. Step #1: Focus on the Pre-Call Plan Do you want to help people make the closing process more comfortable? Get them to focus on pre-call planning. While traditionally aimed at the content of the conversation, pre-call planning also improves the closing process. In the field, sales calls rarely go as planned. Yet, many sales representatives forge ahead with a close, even when the customer provides less FOCUS | SUMMER 2016 | www.L-TEN.org than an optimal response. is "imbalance" is one of the primary sources of closing discomfort. We oen say that the representative has "asked for more than he has earned." Pre-call planning dramatically reduces this occurrence. When sales representatives take time to plan the call, something important happens. ey begin to rehearse diﬀerent scenarios that may play out during the call, which gives them flexibility. Rather than sticking rigidly to one plan, representatives adjust their behavior to match the cadence of the call. In the end, they ask for commitments that are reasonable and appropriate. The idea is to help representatives keep focused on their purpose during each step in the sales process. As sales trainers, our role is to help representatives create clear objectives during the pre-call plan. is process ensures a better call, but it also ensures that the close will fit the feel of the call. e idea is to help representatives keep focused on their purpose during each step in the sales process, yet listen attentively and adjust discovery techniques accordingly. Before going into a call, representatives should be encouraged to ask themselves the following questions: * What is the objective of this meeting and the benefit to the customer? * What points do I want to make? * What questions do I want to ask the customer to better understand their thought process? * What objections or concerns might the customer have? 25 http://www.L-TEN.org

Table of Contents for the Digital Edition of Focus Magazine - Summer 2016

Focus Magazine
From the President: Training, Leaders & Collaboration
Table of Contents
Table of Contents
Guest Editor: LTEN: What's in a Legacy?
Directions: Celebrating 45 Years of Enthusiasm
Front of the Room: Calling Audibles
Neuroscience: The Science of User Experience
LTEN at 45: Community, Clarity and Careers
How to Train the 'Creepy' Out of Closing
Creating the Value Proposition for Mentoring
Creating the Next Generation of Life Sciences Learning
The Power of Quiet: Debunking the Myths
Mobile-Friendly vs. Mobile-First
What Kid's Soccer Teaches You About Selling
Virtual How: Instructor-Led Virtual Classrooms
Ad Index
Focus Contacts
5 Questions with DJ Mitsch

Focus Magazine - Summer 2016