Categories
Customer Service

What Does Your Customer Really Value?

Article Contributed by Mark Hunter

Sell to the customer’s value expectations, not to your value propositions.

We’ve all heard the rule of listening to what the customer has to say, and there’s not a salesperson who thinks they don’t listen to the customer.  Reality, however, is quite the opposite.  I find time after time when I’m working with salespeople across any number of industries that the failure to listen is a huge issue.

Too many salespeople believe because they know the products they represent much better than the client, they know exactly what the customer will see as real value.  Yes, you as the agent are going to have a general indication of what a typical customer wants. However, when it comes to interacting with a specific customer, you can’t rely on a “general indication” of value.

The only way you are going to know what a customer will place value in is by asking them and getting them to tell you what they’re looking for. Sounds simple enough, and yet so many salespeople don’t do it.

If you don’t believe what I am saying, then let me share about the situation my wife found herself in while buying a car.  The car she was looking at was an SUV with all the amenities of what people expect when looking for an SUV (4-wheel drive, ability to handle rugged winter driving, etc).  The salesperson continued to press my wife on the value of these features of the SUV. The problem was that my wife wasn’t particularly interested in those features.  Yes, we wanted an SUV, but my wife — the primary driver of the vehicle — was looking for an amazing sound system and heated, comfortable seats.

I can’t tell you the number of salespeople who lost the sale because they failed to understand what my wife’s value expectations were with regard to the car.  We could easily have been sold on an SUV other than the one we bought, had the salesperson listened and put aside their pre-conceived notions of what a “typical buyer” of an SUV might be most interested in.

I share this example so that you can see that it’s not just about “understanding” this dynamic; it’s about learning from it and changing how you interact with customers.  The learning is simple: Listen to what the customer is saying. They will tell you what their needs are when you ask them the right questions.  This means not only do you need to ask the right questions, but you also need to hear what the customer is telling you and then ask them a follow-up question on what they just told you.  Asking the follow-up question is key, because the vast majority of time, the customer will share with you much better insights when you show interest and involvement in what they’re telling you.

Once a person feels the other person is truly listening, it’s only natural for the quality of the conversation to become more real and engaging.   By asking the follow-up questions, the salesperson will learn what the customer’s value expectations are. The salesperson can then finally work to close the sale to the customer’s expectations. When that happens, they will do more than just close the sale. There is a significant likelihood the sale will be closed at a higher profit, because the customer sees more value in what they’re buying.

About the Author:

Mark Hunter, “The Sales Hunter,” is a sales expert who speaks to thousands each year on how to increase their sales profitability.  For more information, to receive a free weekly email sales tip, or to read his Sales Motivation Blog, visit www.TheSalesHunter.com. You can also follow him on www.Twitter.com (TheSalesHunter), on www.LinkedIn.com (Mark Hunter), and on his Facebook Fan Page, www.facebook.com/TheSalesHunter.

Categories
Planning & Management

Business Development: Perceptual Styles Theory in Action

Article Contributed by Gary Jordan

At Vega Behavioral Consulting, we help businesses unleash the power of teams by fitting the right people to the right tasks—and showing people powerful skills for understanding themselves and others. It’s all based on the Perceptual Styles Theory, which holds that all people, regardless of race, class or culture, fall into one of six unique Perceptual Styles that has everything to do with who they are, what they value, and how they see the world.

Early in my career a clinical psychologist in solo private practice, I was overwhelmed by many of the business functions I had to perform for which I had no natural talent. As a corporate executive, my business partner, Lynda-Ross, had experienced the disasters that accompany projects that fail to put the right people in the wrong roles.

After working together for a number of years in corporate consulting, we knew that Perceptual Styles Theory could revolutionize the way that small businesses operated, too. But in order to launch this new business, we had to learn many of the things we had worked so hard to teach our own clients. We call this ‘Living the Theory.’

When we started this new business, ACI for Entrepreneurs, we faced what many of the entrepreneurs we work with face at the outset. We had a great product, passion for the services we offered, and a deep belief that it would be of value to others. But, just as with many other entrepreneurs, we didn’t have the natural skills and talents to build a significant market presence.

Traditionally, we had worked together in marketing our services to large corporate entities. We soon discovered, however, that building our new business around the natural skills and abilities we had—the way we advise our clients to—meant shifting our market focus to entrepreneurs. And the internet was where the entrepreneurs were!

Rather than face the need to build a new team that had the ability to support this new marketing direction, we tried to shoehorn our new business into the old marketing models we were familiar with. Before long, we realized that this approach was not going to work. Between us and our team, we were lacking some of the key skills and knowledge to be successful with internet marketing

So what did we do? We focused on ‘Living the Theory.’ Using the Perceptual Styles Theory to catalog the skills we did and did not have, we pinpointed exactly where we needed help. From here, we began our search for the right support in a clear and focused way.

The result is a solid support team that is a combination of employees and contract help. Five of the six Perceptual Styles–Vision, Activity, Adjustments, Methods, and Flow—are represented on our team. This creates a mix of different perspectives and priorities, which means everyone needs a basic understanding of the theory to work closely and productively, day-in and day-out. But the results have been amazing.

We still have occasional missed tasks or mis communications here and there, but they are usually minor and quickly resolved. And the upshot is: our business is thriving, and our clients’ businesses are, too.

About the Author:

Gary Jordan, Ph.D., has over 27 years of experience in clinical psychology, behavioral assessment, individual development, and coaching. He earned his doctorate in Clinical Psychology from the California School of Professional Psychology – Berkeley. He is co-creator of Perceptual Style Theory, a revolutionary psychological assessment system that teaches people how to unleash their deepest potentials for success. He’s a partner at Vega Behavioral Consulting, Ltd., a consulting firm that specializes in helping people discover their true skills and talents. For more information, visit http://www.yourtalentadvantage.com.

At Vega Behavioral Consulting, we help businesses unleash the power of teams by fitting the right people to the right tasks—and showing people powerful skills for understanding themselves and others. It’s all based on the Perceptual Styles Theory, which holds that all people, regardless of race, class or culture, fall into one of six unique Perceptual Styles that has everything to do with who they are, what they value, and how they see the world.

Early in my career a clinical psychologist in solo private practice, I was overwhelmed by many of the business functions I had to perform for which I had no natural talent. As a corporate executive, my business partner, Lynda-Ross, had experienced the disasters that accompany projects that fail to put the right people in the wrong roles.

After working together for a number of years in corporate consulting, we knew that Perceptual Styles Theory could revolutionize the way that small businesses operated, too. But in order to launch this new business, we had to learn many of the things we had worked so hard to teach our own clients. We call this ‘Living the Theory.’

When we started this new business, ACI for Entrepreneurs, we faced what many of the entrepreneurs we work with face at the outset. We had a great product, passion for the services we offered, and a deep belief that it would be of value to others. But, just as with many other entrepreneurs, we didn’t have the natural skills and talents to build a significant market presence.

Traditionally, we had worked together in marketing our services to large corporate entities. We soon discovered, however, that building our new business around the natural skills and abilities we had—the way we advise our clients to—meant shifting our market focus to entrepreneurs. And the internet was where the entrepreneurs were!

Rather than face the need to build a new team that had the ability to support this new marketing direction, we tried to shoehorn our new business into the old marketing models we were familiar with. Before long, we realized that this approach was not going to work. Between us and our team, we were lacking some of the key skills and knowledge to be successful with internet marketing

So what did we do? We focused on ‘Living the Theory.’ Using the Perceptual Styles Theory to catalog the skills we did and did not have, we pinpointed exactly where we needed help. From here, we began our search for the right support in a clear and focused way.

The result is a solid support team that is a combination of employees and contract help. Five of the six Perceptual Styles–Vision, Activity, Adjustments, Methods, and Flow—are represented on our team. This creates a mix of different perspectives and priorities, which means everyone needs a basic understanding of the theory to work closely and productively, day-in and day-out. But the results have been amazing.

We still have occasional missed tasks or mis communications here and there, but they are usually minor and quickly resolved. And the upshot is: our business is thriving, and our clients’ businesses are, too.

Gary Jordan, Ph.D., has over 27 years of experience in clinical psychology, behavioral assessment, individual development, and coaching. He earned his doctorate in Clinical Psychology from the California School of Professional Psychology – Berkeley.  He is co-creator of Perceptual Style Theory, a revolutionary psychological assessment system that teaches people how to unleash their deepest potentials for success. He’s a partner at Vega Behavioral Consulting, Ltd., a consulting firm that specializes in helping people discover their true skills and talents.  For more information, visit http://www.yourtalentadvantage.com.

Categories
Networking

Turn “Socializing” into “Networking”

Article Contributed by Jeff Beals

Most professionals know they must network in order to achieve long-term business success.  I remember as far back as high school being told by my guidance counselor that I needed to “meet a lot of people and build a network.”  That was great advice back then and even better advice today.

It’s critically important to participate in the public arena and interact with the people who could become your clients, provide you with valuable information or help you further your causes and beliefs.

While they understand the importance of networking, many professionals do a lousy job of it.  It’s easy to show up at an event, grab a drink, eat some free hors d’oeuvres, say “hi” to a couple people, then go home and pat yourself on the back for being involved in the community.

Unfortunately, that’s not networking.  It’s merely socializing.

There’s nothing wrong with socializing.  In fact, it’s generally a good thing, but it’s not efficient. In order to convert socializing into networking, you need to have a three-tiered goal planted in your mind before you even enter the venue where networking will take place.

I call it “goal-based networking,” and here’s how it works:

Goal #1
“I will get a direct opportunity”
This could be a new client, an invitation to join a prestigious organization, a job offer, a promise to donate money to your pet cause.  While Goal #1 is ideal, it unfortunately doesn’t happen at most networking events.

Goal #2
“I will get a solid lead on a direct opportunity”

This is almost as good as the first goal, because it moves you closer to what you really want.  Goal #2 should happen at the vast majority of networking events you attend.  If it doesn’t, you’re not meeting enough people or not asking the right questions.

Goal #3
“I will meet new people and learn valuable information”

This is the bare-bones minimum goal that you should achieve at every single networking event you attend.

Make a commitment to network more and remember to think about these three goals before walking into your next networking event.  Setting these goals consistently over a long period of time will maximize the return from your investments in networking.  That means you increase your public profile, connect with the right people and become that person who always seems to know about business happenings long before your colleagues do.

About the Author:

Jeff Beals is an award-winning author, who helps professionals do more business and have a greater impact on the world through effective sales, marketing and personal branding techniques. As a professional speaker, he delivers energetic and humorous keynote speeches and workshops to audiences worldwide. You can learn more and follow his “Business Motivation Blog” at www.JeffBeals.com.