·:[ Success Insider Secrets ]:·
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Whether you are conducting a one-on-one interview, motivating your sales team or delivering a keynote address, your success as a leader is defined by your ability to persuade with clarity and passion. In fact, you might say that leadership is synonymous with effective communication. According to Harvey MacKay, author of the book Swim With the Sharks, “The No. 1 skill most lacking in business today is public speaking – the ability to present oneself.” If you want to stand out from the crowd, get promoted or develop an award winning sales team you need to polish your communication and persuasion skills.Throughout history, our most admired leaders are remembered primarily for their ability to instill courage and inspire confidence. Just think how different this world might be without the calming reassurance of FDR’s fireside chats or Churchill’s defiant eloquence. President Kennedy once remarked that Winston Churchill had the ability to take the English language to war. Churchill clearly understood the power of words and said that he had the English language deep in his bones. He would spend hours at a time rewriting and rehearsing his speeches and as a result, Churchill galvanized a nation with his words.

When We Communicate Effectively We Succeed
Whether you’re in commission sales or on a salary, your income and career advancement are directly linked to your ability to communicate and persuade. The higher you climb the corporate ladder, the more you will be called upon to speak. It doesn’t matter whether you’re an agent selling an insurance policy or a manager goal setting with your sales team, if you want to focus attention and gain consensus, paint word pictures. In her book, Knockout Presentations, communications coach Diane DiResta suggests using vivid language, “Metaphors transport the listener to a different dimension. They grab hold of the mind and stimulate the imagination. The brain thinks in pictures, not words.” Analogies, metaphors, stories and anecdotes all work together to help you create vivid word pictures to keep your listeners emotionally involved.

Communication Strategies
Psychologists tell us that we are born into one of four primary temperament styles; aggressive, expressive, passive or analytical. Each of these four styles requires a different approach and communication strategy. For example, words that would appeal to a person with the aggressive style may alienate and actually destroy rapport with the passive style and vise versa. If a leader is to influence colleagues and customers, he or she must be able to quickly and accurately recognize each of these distinct behavioral styles and adapt accordingly. During your next presentation, make an effort to identify the temperament style you are presenting to and use as many of these emotionally charged words as possible.

The aggressive, bottom line Worker style is results oriented. They ask “what” questions. Workers value achievement and fear loss of control. When presenting to this buying style use these words:

Control · Flexibility · Work · Bottom line · Power · Challenge · Speed · Money Functional · Results · Goals · Options · Hands on · Quickly · Freedom · Immediately

The expressive, emotional Talker style is people oriented. They ask “who” questions. Talker’s value recognition and fear loss of prestige. When presenting to this buying style use these words:

Fun · Entertaining · Creative · Friendly · Simple · Incredible · Exclusive · Improved Prestige · New · Ultimate · Spontaneous · Exciting · Enjoyable · Cash · Adventure

The passive, harmonious Watcher style is service oriented. They ask “how” questions. Watchers value appreciation and fear conflict. When presenting to this buying style use these words:

Support · Service · Family · Harmony · Dependable · Caring · Cooperation · Helpful Easy · Sincere · Love · Kindness · Concern · Considerate · Gentle · Relationship

The analytical, cautious Thinker style is quality oriented. They ask “why” questions. Thinkers value accuracy and fear being viewed as incompetent. When presenting to this buying style use these words:

Safe · Scientific · Proven · Value · Learn · Guaranteed · Save · Bargain · Economical · Quality · Logical · Reliable · Accurate · Perfect · Security · Precise · Efficient

Magic Words and Power Phrases
Over time marketing researchers have consistently found that certain “magic words” used in phrases and combinations were so compelling that sales followed the ads just as predictably as spring follows winter. Here are some power phrases that will create interest, generate enthusiasm and motivate people to take action!

Guaranteed success · Live your dreams · Fast, easy access · Unlock your potential · Accept no substitute · Time tested · Go with a winner · The results are in · Extra savings · One-stop shopping

While it might be true that some are born with a silver tongue, most people, like Churchill, have to work at developing their communication skills. A good way to improve your public speaking is to engage the services of a communications coach, attend Dale Carnegie training or join a local Toastmasters Club. Developing the ability to speak with power and influence with passion takes time and effort to master, but it will pay off in big dividends.

John Boe presents a variety of training and motivational programs for meetings and conventions. John brings over twenty years of experience as an award-winning sales trainer to the platform. John’s programs are unique, consistently well received and get results! To have John speak at your next event, visit www.johnboe.com or call 831 375-3668.

Quote of the Day:

“God has something in store for me.  I don’t know
where or when, but something big is coming.”

-Jennifer Hudson,
Oscar Winner Best Supporting Actress

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Lessons from the Oscars: Turning Obstacles into Opportunities

By Jill Koenig, Author, Coach, Motivational Speaker

For as long as I can remember, I have loved watching the Oscars.
I enjoy seeing the best of the best being recognized by their
peers and I love watching people live their dreams.

I was rooting for my hometown girl and fellow south sider,
Jennifer Hudson who was awarded the Best Supporting Actress
Oscar for her performance in Dream Girls.

Jennifer is an amazing example of persistence, following your
passion and turning obstacles into opportunities.

At the age of 7, Jennifer began singing in her church choir,
following in the example of her late grandmother, Julia Kate Hudson,
who sang in the choir.  With a 5 octave range, Jennifer attributes
everything, including her vocal ability to her grandmother who
encouraged her to pursue her dreams.

Before Idol, in 2003, Jennifer was signed to a 7 month contract to
perform on a Disney cruise playing the role of “Calliope.”  When
that ended, she decided not to renew her contract and instead
flew to Atlanta to try out for American Idol.  She left a sure
thing in order to take a chance at a bigger dream. The prize for
the winner of Idol is a record contract.

Jennifer reached 7th out of 70,000 Idol hopefuls.  In typical
Simon Cowell fashion, he sent her away with the stern words,
“You’re out of your depth, I don’t think you’re capable of doing
any better.”  Ouch.  However, others such as Barry Manilow and
Elton John recognized her amazing abilities.  When season 3 of
Idol ended, she went on tour with the top 12 finalists, and
was grateful for having the opportunity.

For many people, that would be it, that would be enough of an
obstacle, their one shot, and the end of their dream.

But not for Jennifer Hudson.  For her it would be the
beginning.

She did not lose sight of her goals.  She said, “God has
something in store for me.  I don’t know where or when but
something big is coming.”

She went on and continued to pursue her dream of singing and
sharing her voice with the world.

She was next chosen from 782 highly talented actors/singers for
the role of Effie White in Dreamgirls for which she received the
Best Supporting Actress Oscar.  Jennifer said that losing on
American Idol was a blessing because if she had won, she would
have gone down a different path, which would not have allowed
for parts such as the one in Dreamgirls.

When Oprah Winfrey watched Jennifer’s performance in Dreamgirls,
she stood up and said, “Girl, go get your Oscar.” 

Greatness recognizes Greatness.

Three years ago she was singing on a cruise ship.

She now has a record deal with Clive Davis.

Big Voice.  Big Goals.  Big Dreams.

The Lesson:  When you don’t get what you want, it means
something bigger and better is right around the corner if you
are willing to persist and turn that obstacle into an
opportunity.

Keep on keeping on.

Twenty five years old.

First movie role.  First nomination.  First Oscar.

“Look at what God can do.” JH

Imagine what you can do if you apply the same faith and
persistence to your goals.

Live Your Dreams,

Jill Koenig

http://www.GoalGuru.com

Jill Koenig, the “Goal Guru” is America’s Top Goal Strategist.
A best selling Author, Coach and Motivational Speaker, she is
an expert on the subjects of Goal Setting, Time Management and
Business Success. Her Goal in life is to help you UNLEASH
your untapped potential. Learn cutting edge Goal Strategies at
http://www.GoalGuru.com

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The most successful companies place great value on developing lifetime relationships with their customers. In today’s competitive marketplace, they are aware that their customers are aggressively prospected and their loyalty cannot be taken for granted. Customer focused companies recognize that relationship building and follow on service are critical components for promoting both customer retention and revenue growth.

First Build a Relationship
Today we have access to innovative tools such as the Internet, cell phones, faxes, and voicemail all designed to enhance our ability to communicate. Nevertheless, even with all of these technological tools at our disposal, the alarming number of dissatisfied customers, lost sales and failed relationships all reflect the fact that none of us are as effective at communicating as we would like to believe.

Temperament understanding helps to foster effective communication. Research in the field of human psychology indicates people are born into one of four primary behavioral styles: aggressive, expressive, passive, or analytical. Each of these four temperament styles requires a unique approach and communication strategy. For example, if you are working with the impatient, aggressive style, they want a quick fix and a bottom line solution. Under pressure they can be ill tempered and quick to anger. Give them options so you don’t threaten their need for control. Don’t waste their time with chitchat – stick to business. While at the other extreme, the stress-prone analytical style requires more information and is interested in every detail. Their cautious and analytical nature makes them susceptible to buyer’s remorse. Be sensitive to their need for reassurance and guarantees. Once you learn how to identify each of the four primary behavioral styles you will be able to work more effectively with all of your customers.

Communicate Effectively
Recognize the importance of nonverbal communication and learn to “listen with your eyes.” It might surprise you to know that research indicates over 70 percent of our communication is perceived nonverbally. In fact, studies show that body language has a much greater impact and reliability than the spoken word.

Create a favorable first impression and build rapport quickly by using open body language. In addition to smiling and making good eye contact, you should show the palms of your hands, keep your arms unfolded, and your legs uncrossed. You can develop harmony by “matching and mirroring” your customer’s body language gestures. Matching and mirroring is unconscious mimicry. It is a way of subconsciously telling another that you like them and agree with them.

Improve your active listening skills. To develop and encourage conversation, use open-ended questions to probe the meaning behind your prospect’s statements. Occasionally repeat your prospect’s words verbatim. By restating their key words or phrases you not only clarify communication, but also build rapport. Keep your attention focused on what your customer is saying and avoid the temptation to interrupt, argue, or dominate the conversation.

Little Things Make a Big Difference
Rendering quality customer service is both a responsibility and an opportunity. Often salespeople view customer service as an administrative burden that takes them away from making a sale. The truth is that customer service provides opportunities for cross-selling, up-selling, and generating quality referrals.

Customers describe quality customer service in terms of attention to detail and responsiveness. Customer satisfaction surveys consistently point to the fact that the little things make a big difference. Not surprisingly, the top two customer complaints with regards to customer service are unreturned phone calls and a failure to keep promises and commitments. Make an effort to see yourself through your customers’ eyes. True customer service is meeting and surpassing your customers’ expectations.

Successful salespeople “go the extra mile” when providing service and turn the customers they serve into advocates to help them promote their business. Your referrals and follow on business are in direct proportion to the quality and quantity of service you render on a daily basis. Want more referrals? Improve your service!

Here are five powerful customer service tips.

1. Under-promise and over-deliver. Develop a reputation for reliability; never make a promise that you can’t keep. Your word is your bond.

2. Pay attention to the small things. Get in the habit of returning phone calls, e-mails and other correspondence quickly. Follow up, follow up, and follow up.

3. Stay in contact and keep good records. Take the time to jot down notes from meetings and phone calls making certain to record all relevant information. Maintain a written record of service. This is especially helpful when clients are reassigned to new agents. Setup a suspense system to track important contact dates such as client review calls and birthdays. Consider sending a personal note or an article of interest every six months.

4. Give your customers a promotional gift. Consider sending them a letter opener, coffee mug, or a calendar with your picture and contact information.

5. Establish a feedback system to monitor how your customers perceive the quality and quantity of the service you provide. Service is not defined by what you think it is, but rather how your customers perceive its value. When it comes to customer service, perception is reality.
Progressive companies emphasize commitment to customer service from the top down by establishing training standards and continuously monitoring customer satisfaction. Companies that fail to implement an effective customer service program actually do a disservice to their customers and unknowingly, leave the backdoor open to their competitors. If you do it right, sales and service blend seamlessly and you will exceed your customers’ expectations!

John Boe presents a variety of training and motivational programs for meetings and conventions. John brings over twenty years of experience as an award-winning sales trainer to the platform. John’s programs are unique, consistently well received and get results! To have John speak at your next event, visit www.johnboe.com or call 831 375-3668.

Progressive companies understand the power of cross-selling and recognize it as a critical component for promoting both customer retention and revenue growth. What is cross-selling? Cross-selling is nothing more than team-selling with other specialists within your company, all working in partnership on behalf of the customer’s best interest. It is a proactive, ongoing sales process designed to provide your existing customers with a full range of your company’s products and services. The good news is, cross-selling is one of the most profitable and least risky endeavors a company can undertake. The bad news is, if your cross-selling program is not properly administered and monitored you run the risk of losing customers and creating conflict within your sales team.

Not surprisingly, two of the key elements that make cross-selling work are trust and convenience. Your customers already possess a degree of trust in your company, and this can be converted into additional sales that are not directly related to their existing products. Some might suggest that customers are irritated by cross-selling and perceive it as an aggressive sales approach. Interestingly enough, consumer research indicates that the reverse is actually true. Most customers prefer a full spectrum of products and services and appreciate the convenience that is provided through a comprehensive cross-selling approach.

Would You Like Fries With That?
While you may not have recognized it was happening, the last time you ordered from a fast food restaurant there is a good chance you experienced cross-selling. Cross-selling is a well-established and highly effective marketing practice utilized by a wide variety of industries, ranging from financial institutions to fast-food restaurants. When you cross-sell related products and services to your existing customers, you are making a smart decision. Developing a systematic approach to cross-selling brings in additional revenue with relatively low expense and effort. Marketers wrack their brains and develop expensive advertising campaigns solely designed to get prospects to focus on their offers. When you cross-sell to existing customers, you don’t have to compete for their attention. In addition to generating new sales, cross-selling promotes customer loyalty and as a result, keeps competitors at arms length and your business on the books.

What Makes Cross-Selling Work?
Cross-selling begins with uncovering your customer’s needs and laying the groundwork for other specialists to assist you in the selling process. The best place to introduce your customer to the concept of cross-selling is during your initial needs analysis meeting. It is important that you inform your customer early in the needs analysis process that you do not work alone, but represent one aspect of a team of specialists all working to help them achieve their goals. When you cross-sell you don’t claim to be the expert, you are more of a partner in the process, guiding your customer toward another qualified specialist within your company. You are responsible for setting the tone and preparing your customer for a smooth transfer to an additional specialist.

Unfortunately, many salespeople fail to do a thorough needs analysis and as a result, frequently do not identify potential products and services that fall outside of their area of expertise. Ask questions and take good notes. Ask about their goals and what concerns them. When you discover an area of potential need, be certain to ask your customer what steps they have taken, if any, to address the concern. This collaborative approach also helps you view yourself as a planning partner. Effective cross-selling is all about guided self-discovery. Through a series of thought provoking, open-ended questions, successful salespeople assist their customers to uncover potential needs.

During the needs analysis interview, I highly recommend the use of a checklist that incorporates all of your company’s products and services. Relying on your memory alone is a poor business decision, so take the time to jot down key information. The integration of customer information and behind the scenes paperwork is essential to facilitate a seamless handoff.

Keys to Achieving Cross-Selling Success
When developing a cross-selling program, it is critically important that everyone in the organization buys into the philosophy and fully participates in the program. The foundation of every successful cross-selling program is rooted in a strong incentive system based on personal recognition and financial reward. Because of the complexity, there also needs to be a standardized software tracking system in place to monitor compliance and coordinate cross-selling activities between specialists. The true value of any sales program can only be measured through the customer’s eyes. Steps should be taken to actively survey customer satisfaction throughout the process. Once a company links specialists, business processes, and data they make it easy for their salespeople to act on behalf of their customers.

Companies that fail to implement an effective cross-selling program actually do a disservice to their customers and in effect, leave the backdoor open to their competitors.

John Boe presents a variety of training and motivational programs for meetings and conventions. John brings over twenty years of experience as an award-winning sales trainer to the platform. John’s programs are unique, consistently well received and get results! To have John speak at your next event, visit www.johnboe.com or call 831 375-3668.