Transcript No Slide Title

Secrets of Superstar Sales Pros
The Secrets of Superstar
Sales Pros
By:
Roseann Sullivan
President, Sullivan Communications
November 7, 2002
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Secrets of Superstar Sales Pros
The Secrets of Superstar Sales Pros
Part One: Understanding Your Clients’ Needs pgs. 3 - 5
Understanding the Communication Gap
Convincing Clients that You’re Confident
Common Persuasion Mistakes
Part Two: Connecting With Your Clients
“Colors” Assessment
“Colors” Defined
“Colors” Applied
pgs. 6 - 12
Part Three: Using Your Insights to Sell, Sell, Sell!
Secrets to Selling to Different Personalities
Productively Selling to Challenging Clients
Exchanging Information Under Pressure
pgs. 13 - 16
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Secrets of Superstar Sales Pros
Understanding The Interpersonal
Communication Gap
The Receiving Process
The Sending Process
Information
that I want
to convey to
the receiver
Is transferred
into outward
behavior (verbal
and nonverbal)
The Difference
Between Intent
and Interpretation
And is
interpreted by
the receiver
Who reacts
to what was
interpreted.
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OBSERVABLE
BEHAVIOR
Verbal: 7%
Tone: 33%
Nonverbal: 60%
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1
Decode
(or transform)
Encode
(or transform)
•Feelings
•Thoughts
•Attitudes
•Intentions
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React
(or feedback)
•Verbal and nonverbal response
•My understanding
3
•Perceptions
•Interpretations
•Experiences
•Feelings
Secrets of Superstar Sales Pros
Convincing Clients That You’re
Confident:
Take a hint from your favorite athlete and ___________ up on your
own time!
• Shrugs
• Behind the Backs
• Tongue Wags
• Kiss and Smile
Don’t let anxiety come between you and the people you are trying to
connect with. Practice keeping your ______________ to
_________________!
Symptom
Relief

•
•
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Secrets of Superstar Sales Pros
Colorful Personalities
The benefits of learning more about yourself and about others that you
live and work with are:
•
•
•
Personality Profiles
People are intrinsically different and they strive to achieve a sense of selfworth from very different perspectives.
Identification with these differences can be accomplished through the use
of metaphors, such as “characters” and “color”.
What is your color?
Find out with the “Colors Assessment.”
“If we both think alike on everything, one of us isn’t needed.”
- Henry Ford
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Secrets of Superstar Sales Pros
Blue
Blue represents complete calm. The blue of the sky corresponds to
serenity and peace, to tranquillity and contentment. The blue of the
ocean corresponds to cleansing and completeness, to loyalty and depth of
feeling. Blue is balanced, harmonious and tension-free, giving a feeling
that is settled and secure.
Blue - The Need To Be __________________________ .
People in this group are in esteem when they are authentic. They must
find their real self, their unique identity and live their lives as an
expression of it. For them integrity means unity of inner self without
expression. Life is a dream in which they must find meaning. They are
sensitive to subtlety and create roles in life’s drama with a special flair.
They enjoy close relationships with those they love and experience a
spiritual side in their nature. Making a difference in the world comes
easily to them as they cultivate the potential in themselves and others.
This natural harmonizer is symbolized in the vision of peace, the
romance of love ballads, the drama of stage and screen, in the
importance of people, and in the warmth of a hug and a handshake.
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Secrets of Superstar Sales Pros
Gold
Gold represents the security and value of the precious metal gold, the
need for worth and the importance of purity. Gold needs to be
responsible, to fulfill duties and obligations, to represent organization and
structure. Gold reflects practical sensibilities and punctuality, and the
belief that people should earn their way in life through work and service
to others. Gold reflects a need to belong and an effort to carry their share
of the load in all areas of life. Gold expresses itself through stability,
maintained organizations, efficiency, and a strong concept of home and
family. Gold is faithful, loyal, and dependable.
Gold - The Need To Be __________________________ .
People in this group are in esteem when they are feel responsible and
belong to a social unit. No matter what social unit is involved, they must
earn their place of belonging by being useful, fulfilling responsibilities,
being of service and caring for others. They value order and cherish the
traditions of the home and family. Steadfastness and loyalty are their
trademark. They are generous and parental, showing that they care by
making sure everyone does the right thing.
This backbone of our society is symbolized in the patriotism of the
American flag, the structure of groups and organizations, in the security
of banks and savings books, in the responsibility of parenting, in the
caring of nursing and healing, and in the pride of lineage and aristocracy.
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Secrets of Superstar Sales Pros
Green
Green expresses itself as the will in operation, as perseverance and
tenacity. Green is predominant in nature; it reflects abundance and
creativity. Green is living, growing, developing - it is striving for
perfection, reaching toward the sky, developing one’s own potential,
and reaching toward knowledge of the truths of creation. Green
represents complexity, fullness of life, and harmony with the
environment.
Green - The Need To Be __________________________ .
People in this group are in esteem when they are competent. They want
to understand and control the realities of life. This control represents
the power to acquire the multiple abilities in which they take pride.
They feel best about themselves when they are solving problems and
when their ideas are recognized. They are complex individualists of
great analytical ability. Although they do not express their emotions
openly, they experience deep feelings.
This abstract thinker is symbolized in the vision of the genius, in the
challenge of science, in the complexity of models and systems, and in
the perfection of symmetry and mystery of the pyramids.
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Secrets of Superstar Sales Pros
Orange
Orange is energetic life. Orange represents activity and vitality; it is
vibrant, obvious, and immodest. Orange is action, energy, and danger.
Orange represents a yearning for the new, an aggressive lust for action,
and drive for success. Orange commands attention; Orange is now.
Orange - The Need To Be __________________________ .
People in this group are in esteem when, above all, they are free to act
on a moment’s notice. Action of doing carries its own reward. They
do things for the joy of doing. They choose to be impulsive, to act
upon the idea of the moment. They take pride in being highly skilled
in a variety of fields. They are master negotiators. Adventure is their
middle name. They have a zest for life and a desire to test the limits.
Their “hands on” approach to problem-solving and direct line of
reasoning creates excitement and immediate results.
This free spirit is symbolized in the flight of an eagle, the sensation of
hang-gliding, the action and risk of driving a motorcycle, the
skillfulness of handling a tool, and in the freedom of the outdoors.
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Secrets of Superstar Sales Pros
“Color” Area of Life
Area of Life
Gold
Green
Social
belonging
Concerned
Competency
Freedom
Overall Mood
Selfactualization
Enthusiasm
Excitable
Trust
Imagination
Authority
Pride
In
Management
Perception
Stressed By
Empathy
The Catalyst
Dependability
The
Traditionalist
Discrepancy
Rejection
Cool, calm,
collected
Logic,
consistency
Competence
The Visionary
Core Need
Strive For,
Seeks
At Work
Esteemed By
Blue
Significance
Feeling
artificial
Love
Chance
Jurisdiction
Insight
Impact
The
Troubleshooter
Harmonics
Restrictions,
rigidity
Freedom
Pragmatic
Finding
insights
Their ideas
Varied
Being
resourceful
Cleverness
Categorical
Inadequate
Wants to be
Appreciated
For
Intrinsic
Intelligence
When
Disturbed
Dislikes
Unique
contributions
Procedural
Being of
service
Accuracy,
thoroughness
With people
With material
With strategy
With senses
Hysterical
Complain
Compulsive
Punitive
Hypocrisy
Disobedience
Injustice
Loves
Integrity,
honesty
Let someone
down
Treated
impersonally
Meaningful
Obedience
Justice
Ineptness,
clumsiness
Grace, elegance
Greed
Lack of will
power
Illogical
Guilt
Irritated By
Mood in
Relationships
Rewarded By
A Catalyst
Helping people
Orange
Vision of a
better world
Not using rules
and regulations
Serious,
responsible
Helpfulness
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Aloof,
objective
Technological
insights
Coward
Told how to do
things
Sensuous,
exciting
Competitiveness
Secrets of Superstar Sales Pros
“Color” Stresses/Frustrations
Experiences of stress or frustrations are relatively everyday occurrences.
But, as we perceive them more and more out of our control, or we feel
powerless, or like we don’t belong, how do we behave? As these feelings
become more painful and intense, we take on more symptoms, many of
which lead to symptomatic behavior.
Blue
Gold
Green
Disharmony
Inefficiency
Judgmental people
Lack of order
Time limits
Lack of
communications
Cool, reserved
people
Flakes
Unreliable people
Overloading tasks
Chaos
Injustice
Lack of leadership
Non-cooperation
Not knowing
what’s expected
Taking on too much
Rigidity
Disharmony
Isolation
Overaggressive
people
Paperwork/details
Being yelled at
Missed expectations
Slobs
Procrastinators
Waiting
Perfection
People who are late
Loud people
Being told what to
do by others
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Orange
Rules/people that
get in the way of
executing strategy
Incompetence in
self or others
Control
Disorganization of
system
People not valuing
or listening to their
ideas
Waiting
Rigidity
People who don’t
value knowledge
and learning
Lack of freedom
Noise
Not knowing
Other people
Off-task distractions
Being on time
Time
Committee
meetings that have
no point
Lack of passion
Lack of sex
Unnecessary routine
Interruptions
Deadlines
Lack of humor
Slow people
Lack of money
Car problems
Boredom
Paperwork
Bureaucracy
To the point
Too many golds
Secrets of Superstar Sales Pros
“Color” Strengths
These express the characteristics that we instinctively consider to be our
strongest points. These are the things that we naturally do well because we
are instinctively drawn to these experiences throughout our lives. Everyone
has a place where they are the stars, and again, we will seek the roles that
we can “star” in.
Blue
Gold
Communication
Creativity
Organized
Commitment
Supportiveness
Consistent
Non-judgmental
Optimism
Intuition
Stamina
Acceptance
Express their
feelings
Catalyst for others
Compassion
Endurance
Loyal
Prepared
Practical
Structured
Orderly
Law abiding
Understanding
Patience
Tolerance
Persistence
Positive
Always find a
solution
Green
Predictable
Reliable
Workers
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Orange
Confidence
Clarity of subject
matter
Precise in
communication
Determined
Persistent
Problem solver
Conceptual skills
Strategist
Organization
Independence
Flexibility
Attention to detail
Big picture analysis
Ability to absorb
knowledge
Hard sell
Logical
Integrity
Optimistic
Energetic
Meets challenges
Work well in crisis
Gets things done
Open-minded
Humor
Adaptable
Not afraid of failure
Positive
Supportive
Confidence
Creative
Secrets of Superstar Sales Pros
Superstar Sales Pros Secrets to Selling to
Different Personalities
What is the best way to approach each of these “colors”:
• To share sales information with them
• To maintain sales momentum
• To close a deal
Blue
Gold
Orange
Green
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Secrets of Superstar Sales Pros
Productively Selling to Challenging
Clients:
•
Aggressive Andy
Symptoms:
Strategies:

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•
Elitist Eileen
Symptoms:
Strategies:

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
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Secrets of Superstar Sales Pros
Productively Selling to Challenging
Clients:
•
Negative Nona
Symptoms:
Strategies:



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Reserved Ricardo
Symptoms:
Strategies:



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Secrets of Superstar Sales Pros
Exchanging Information Under Pressure
Most “live” workplace communication takes place in the form of questions
and answers yet, we rarely give any thought to how we ask and answer
questions. Handling questions properly can keep information flowing,
prevent misunderstandings, and prevent minor challenges from escalating
into major problems. Use the following questioning and answering
techniques to guarantee that you get your message across:
Asking Questions
Answering Questions
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