So maybe you’ve been wondering what has happened to all my sales management pearls of wisdom?

Well I have been busy turning the book Bulletproof Your Sales Team into a 7 month online training course, starting with a 53 page free report called The 7 Most Costly Mistakes Sales Managers Make and How To Avoid Them. You can pick up your free copy at

http://bulletproofyoursalesteam.com/free-report/7costlymistakes.html    

This major undertaking has come as a result of the numerous requests from you guys for some kind of training or coaching program to help implement the principles and strategies highlighted in the book. Whilst I have run a number of Bulletproof Your Sales Team workshops over the last 12 months, they have been limited to just a dozen people at a time. Also for many of my readers the investment of 3 days and $3999 was more than they could invest. So I wanted to create a comprehensive training program which had elements of both education and coaching. The training also had to be really inexpensive and available to a worldwide audience. I have worked my butt off for the last 6 months to get this done. The first month is free, you’ll find it at: http://bulletproofyoursalesteam.com/subscribe.html, so give it a try and I’ll look forward to your feedback.

Thanks again for all your support

Ian

An adolescents plea to adults - unknown

When I ask you to listen and you start giving advice, you have not done what I have asked.

When I ask you to listen and you start telling me why I shouldn't feel the way I do, you are invalidating my feelings.

When I ask you to listen and you start trying to solve my problem, I feel underestimated and dis-empowered.

When I ask you to listen and you start telling me what I need to do I feel offended, pressured and controlled.

When I ask you to listen, it does not mean I am helpless. I may be faltering, depressed or discouraged, but I am not helpless.

When I ask you to listen and you do things, which I can and need to do for myself, you hurt my self-esteem.

But when you accept the way I feel, then I don't need to spend time and energy trying to defend myself or convince you, and I can focus on figuring out why I feel the way I feel and what to do about it.

And when I do that, I don't need advice, just support, trust and encouragement. Please remember that what you think are irrational feelings always make sense if you take time to listen and understand me.

“Empathy is listening with you own heart to another’s heart” Stephen Covey

Doctor and author of “Empathy: can it be taught?”, Frederic Platt outlined 6 steps for doctors interested in using empathy to improve their bedside manner. I have adapted used and taught them in many sales training courses over the years.

1. Recognise the presence of emotion (Fear, anger, frustration, disappointment)

2. Pause and imagine how the customer might be feeling

3. State your perception of the customers feeling (i.e. "I can imagine that must be..." or "It sounds like you're upset about...")

4. Legitimising that feeling - Allowing the customer to feel the way they feel

5. Respecting the customer’s effort to cope with the situation

6. Offer support and partnership (i.e., "I'm committed to work with you to find a solution..." or "Let's see what we can do…”

Let’s review and apply this same process to one of the empathy vignettes from yesterday so you can see the process in action.

“I can tell you really want them. They really do look fabulous.” Rita fed back sincerely to the customer. (1- Recognise the presence of emotion; 2- Pause and imagine how the customer might be feeling; 3- State your perception of the customers feeling)

“Yeh! They do look great and feel really good too; I’m just concerned about the price. Is there anything you can do for me to bring the price down a notch?” the customer replied. “I get that you’re frustrated, especially as they just fit so well” Rita put forward. “It’s hard enough trying to find something you like, and something that fit’s as well, and then to find that it’s out of your price range?” (4- Legitimising that feeling; 5- Respecting the customer’s effort to cope)

She continued, “Look I can’t promise you a discount, but what about if I go have a quick word with my manager and see what he says. If I can arrange something did you want to take them?” (6- Offer support and partnership) The customer smiled faintly and nodded appreciatively.

Now review the vignette below and see if you can pick the steps:-

“It’s ridiculous to pay these prices when he would have out grown them by the end of the season” she complained. “I agree,” Eric replied, fastening the football boot on the youngsters left foot. “It does seem crazy to spend so much when as you say he will only get a season out of them. Would you rather I showed you something less expensive?” “What would the quality be like though?” asked the anxious mother. “I can appreciate your concern.” Eric answered “The quality is ok, my worry would be more around width” he continued “This young man has as you know a really wide foot and the less expensive boots will most likely be too narrow which could create blistering.” “Well I guess then we’ll just have to bite the bullet then won’t we,” the customer said patting her son’s shoulder

The key is to take the 6 steps onto the shop floor and practice them there. Do empathy with your customers and watch how they open up to you. Then take the technique home and strengthen your personal relationships by “doing empathy” with those people who are important to you in your life.