How to make the CRM work for your sales teams

14 June 2019

I was first introduced to the words Customer Relationship Manager in the nineties. It is a concept which focusses on supporting the profit chain through creating a seamless customer experience. By sharing information and ensuring transparency of relevant information to all front line staff, a customer will get a consistent approach at each touch point. Or at least this was the objective. The systems built for enablement are as you will already be aware called CRM systems. These days such systems can be overcomplicated and confusing. In some organisations, they could be used more effectively, and in some, they could be implemented more effectively. Considering the potential benefits of a CRM to the success of a business, I'm surprised how little attention is paid to 'getting them right'. Continue reading...

10 Tips to Help Sales Managers find their stars

23 May 2019

“I’m a sales Manager, not a recruiter”
As a Sales Manager, I would understand if you ever thought or said these words, because they are correct. You are not a recruiter by trade or qualification or sole occupation, but your occupation might depend on effective recruitment or at least some part of it. I encourage all sales managers to take more of an active role in this process because recruitment does not stop at finding a person to interview. It might be where most recruitment agencies stop, but for you it’s a much bigger picture and much longer process. Your primary investment into getting recruitment right is not financial; however, your primary loss in getting recruitment wrong is financial.
Continue reading...

5 Things to help you to build a better rapport with the gatekeeper

08 February 2019

Building a rapport with gatekeeper is an essential part of the sales process. Here are 5 things to do that will help you to build a better rapport with your initial contact on the phone so you can qualify and maintain good immediate relationships with the prospect. Continue reading...

5 Things to do before making a successful Cold Call

31 January 2019

I've put together 5 things that I believe are key to preparing for a cold call and making sure that you control the call to a successful outcome. They've worked for me. Continue reading...

Knock Knock

20 November 2018

We all have to start somewhere in our sales career. Continue reading...

Why and when to ask what

17 July 2018

One of the most frustrating things to hear is a great questions delivered badly Continue reading...

High street retail survival

29 June 2018

Too many of our favourite stores are beginning to show signs of struggling and are fast disappearing from the high street all together. This is in some ways shocking and in other ways not surprising. Shocking because there seems to be no reactive or proactive survival measures after watching competitors failing and not surprising because there has been no reactive or proactive survival measures after seeing competition failing. Continue reading...

How can you add value to what you offer?

02 February 2017

Quite often in sales we hear and talk about the word value. So I thought it might be worth just sharing a few of my own thoughts that might help sales people to think further about how they integrate the meaning of this word into their sales process; Continue reading...

Are you just too subservient?

02 August 2016

Having trained sales people and sales managers for nearly 20 years now I do wonder if sales people, who are noted for their confidence among peers and colleagues, are just too subservient to customers. I believe being professional does not mean being subservient; Continue reading...

Improve your hotel reviews

02 August 2016

Hotel staff and how they can have a negative impact on customer experience regardless of how beautiful the hotel building and interior is. The staff in a hotel can make or break it and not enough hotels are paying attention to this very simple fact! Continue reading...

How to write great sales emails

17 March 2016

I always make sure that I respond to as many sales emails as I can. Granted it takes time but its amazing what you learn from them. By 'learn' I mean what I think works and what I think really doesn't work. Or, in other words, how to turn a good email into a great sales email. Continue reading...

Build better more sustainable customer relationships

26 February 2016

Rapport and respect: Which is more important and which should come first? Two different questions with possibly two different answers. I often hear sales people tell me that their role is about 'relationships', and about keeping the customer happy. I would imagine most of us in sales would agree. Though what does it take to keep a customer happy and maintain a good relationship? Continue reading...

How you can improve footfall to sales conversion rates

12 February 2016

Today I popped out to buy a valentines gift for my loved one and was really surprised at how few sales assistants actually cared that I was in their store. Especially seeing that I was the only one in the store at the time. This is not the first time I have experienced this. In fact today I experienced it in two out of three stores. This has to be affecting footfall to sales conversion measures; Continue reading...

Planning can turn a very good sales person into a great sales person

26 January 2016

Administration is probably one of the most hated parts of a sales persons role, by a sales person next to cold calling. Many sales people put planning into that 'admin' category and this is where they could be short changing themselves. I really think that planning is key to a sales persons success. I believe that planning can turn a very good sales person into a great sales person.. Continue reading...

Tips for Selling to resellers

16 December 2015

Selling to resellers has always relied on a sales persons ability to influence the reseller to endorse, push or promote the sales persons brand or product over the competitors. in some situations the product could be the same and the only differentiator is the sales person. I can write a lot about this but here's a short version of helpful tips; Continue reading...

Negotiating or Bartering - how to do it with confidence!

30 November 2015

These two words are often used in selling. When I ask sales people what they understand by each of these words I get the feeling that the word 'bartering' has a less preferred meaning that negotiating. Salespeople tend to explain bartering as a behaviour that is less professional than negotiating. However I believe that both have their place in professional selling. Continue reading...

Train the trainer programs are not for managers

10 November 2015

If you are looking for a train the trainer program you should know this..... Continue reading...

Training reviews matter

10 November 2015

Securing your training investment. Is it really that important to do a follow up after training? Continue reading...

Don't let your customers walk away!

26 October 2015

I really want to support people who work really hard to get things off the ground. Organising an event and then drumming up participants to pay to attend is not easy. However there is nothing more frustrating when all that hard work is lost at the event! Continue reading...

Eliminate gatekeeper objections

22 October 2015

When discussing training for sales people, this is one subject that sales managers always bring up. It is fair to say that it scares sales people. Gatekeepers seem to be getting better at turning sales people away. ESpecially in larger organisations where they are used to receiving lots of cold calls everyday. Continue reading...

Turn waiting into selling

22 October 2015

Waiters are so crucial to the reputation of a business and to the customer satisfaction which then leads to reviews. There are so many great waiters out there who do go out of their way to ensure a good experience is had by their guests. Though it is also important to train your waiters to sell. The waiters who sell while they wait are very good at it because they get the balance between selling and service just right. Continue reading...

Cold callers - Would you listen to you?

20 October 2015

One of the most disliked part of a sales persons role. Sales people will try really hard at getting customers interested in listening to them. They try everything from the hardest scare tactics to the most soft and gentle non intrusive (I don't mean to disturb you) calls. If you are a telesales cold caller, who this resonates with then it's time to reinvent yourself. If you're not sure then ask yourself this, "would you want to listen to you?" and if you are hesitating to answer that then please read on. Continue reading...

Help us to buy with more confidence

20 October 2015

Make it easier for shoppers to buy by creating a way that we can visualise your product in our home, on our shape or to our outfit. It's far easier for us to make decisions when we can see the product in situ. 'visualise the dream' as they say. Continue reading...

Man creche to encourage more shopping

19 October 2015

If major high street department stores could help to encourage our male partners to want to come shopping then, we girls would probably spend more time buying and less time wondering about it. Continue reading...

Retail vs Internet

19 October 2015

I sometimes find retail assistants extremely reactive to browsers. Especially if its a retailer who has a lot of success on the internet. Electrical goods for example. Continue reading...