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How do I think and act like Sully?

By / / Attitudes & Behaviours, Communication, covid-19, Customer Service, Innovation, Opportunity, Sales Psychology, Sales Skills, Sales Strategy

Do you remember the plane that landed on the Hudson River in New York City in 2009?

Your business might not have been struck directly – like Captain Sullenberger’s plane had been hit by a flock of geese – but the fallout of the COVID-19 crisis has hit us all directly or indirectly creating with it the challenges and opportunities to keep your business going and your teams engaged, productive and sales fit while working remotely or still in the field with your clients. The opportunity during what might be a more quiet time for many businesses is to adjust …

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i-can-see-opportunity-in-my-sector--how-can-I-make-the-most-out-of-it

I can see opportunity in my sector. How can I make the most out of it?

By / / covid-19, Customer Service, Opportunity, Optimism, Sales Coaching, Sales Consulting, Sales Driven Organisations, Sales Leadership, Sales Management, Sales Market Segmentation

Crises bring many challenges but they can also bring many opportunities. New opportunities and new markets or micro markets emerge, new ways of doing business open up, new customers become available and we need to be ready to adapt quickly to those opportunities. It might seem difficult at first to pivot to the new – and it probably is, like landing a plane on a river– but there are ways to help your business adapt and keep going through COVID-19. With the right business and sales infrastructure, your experience and that of your team, and the …

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Selling Better, Faster using Real Time Sales Education

By / / Coaching, Collaboration, Customer Service, Education in Sales, Environment & Sustainability, Optimism, Sales Coaching, Sales Driven Organisations, Sales performance, Sales Results, Sales Skills, Sales Training, sales-process-map, Selling Better, Solution Selling

I’m feeling elated.

I’m feeling vindicated.

I’m feeling very optimistic about the future of sales education and sales mastery.

Three weeks ago we started working with and coaching a telesales team of 9 people based in regional NSW.

Week one post the first session, sales had already started to improve and by week three, this sales team had their best sales week ever. The sales leader revealed this in the session we had this week and attributed it to the training we are doing.

Now that’s something to be optimistic about.

How did we do this?

Our focus was to help them sell better, faster using real …

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The Power of Assumptions

By / / Attitudes & Behaviours, Brand & Reputation, Communication, Customer Service, Ethics & Values, Sales Skills, Sales Tips
By guest writer Jens Hartmann, Head of L&D, Barrett

Driving away customers

Have you ever come across a salesperson making assumptions about you, your needs and expectations, or your experience? Then you are probably aware of how powerful these assumptions can be – at driving you away as a customer.

We experienced this recently. While undergoing renovations on our home, we ordered a new bathtub -stand alone, a very plain and symmetrical design – straight from a local manufacturer. However, when it got delivered after some 2 months or so, towards the end of the bathroom renovations as planned, it was not symmetrical …

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Sales Trend 6: Moving CX & HX – really it’s all about people now

By / / 12 Sales Trends Pages Category, Customer Service, Sales Culture, Sales Driven Organisations, Sales Results, Sales Strategy, Selling Better, Strategy

Sales Trend 6 of Barrett’s 12 Sales Trends for 2018 is about the ‘human experience’ in businesses and sales.

The terms Customer Experience and Customer Centric have been around for some time. These terms are now referred to in shorthand as CX. Now a new term is emerging – HX, the Human Experience.

What does all this mean? Aren’t they the same thing?

This sales trend explores the terms CX and HX and helps put into perspective the old and the new when it comes to creating a competitive winning edge in sales and business.

Let’s look at some definitions first:

In commerce, customer …

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Is your organisation your worst ‘Sales Blocker’?

By / / Attitudes & Behaviours, Collaboration, Customer Service, Sales Driven Organisations, Sales performance, Sales Results, Strategy, Success

Many articles have been written about the many, many excuses salespeople come up with as to why they haven’t hit their sales targets, why they find it hard to sell, and so on.

The accusatory finger always seems to be pointing at the salespeople. And sometimes this is fair, however, there are many reasons why it’s not always the salesperson’s fault.

There are many reasons why salespeople are prevented from carrying out their sales duties effectively. This article is about highlighting the blockers or blockages in their way – intended or unintended.

Let’s explore these blockers and see how we can remove them …

Is your organisation your worst ‘Sales Blocker’? Read Post »

Sales Trend 4: Buyer Behaviours, AI & the Future of Sales Roles

By / / 12 Sales Trends Pages Category, Attitudes & Behaviours, Complex Selling & Transactional Selling, Customer Service, Sales Driven Organisations, Sales Trends

Sales Trend 4 from the Barrett 12 Sales Trends Report for 2018 is about buyer behaviours and the future of sales roles.

According to Gartner Research, by 2020 85% of interactions between businesses will be executed without human interaction. [i]

Automation has already diminished the number of people required for blue collar manufacturing roles; however, with the advent of AI (artificial intelligence), big data and algorithms, we are beginning to see sweeping changes happening across the once untouchable white collar sector, including the very people-oriented roles of sales, as many buyers shift part or all of their buying journey …

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What does Selling Better mean to sales team’s retention rates?

By / / Attitudes & Behaviours, Customer Service, Education in Sales, Sales Driven Organisations, Sales Essentials, Sales Process Maps, Sales Strategy, Selling Better, Uncategorized

What do you make of this statistic?

The average tenure of a sales representative across Europe and USA is currently 15 months.

Ouch!

There are other stats that also show the average staff turnover can be anything around 25-50% per annum, or more in some cases.  Some call centres experience turnover rates of over 70% per annum.

These statistics are alarming because the costs associated with poor engagement and high staff turnover are monumental and can manifest in many ways including decline in sales, poor customer service, loss of reputation leading to more loss of customers and employees, and impaired recruitment. If not addressed, …

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Sales Trend 3: Human Centred Selling – designing Empathetic Customer Centric Cultures

By / / 12 Sales Trends Pages Category, Attitudes & Behaviours, Brain Science, Collaboration, Communication, Complex Selling & Transactional Selling, Customer Service, Emotional Intelligence, Sales Culture, Sales Trends

Sales Trend 3 from the Barrett 12 Sales Trends Report for 2018 is about Human Centred Selling.

Bestselling author and business icon Stephen Covey once said: “When you show deep empathy toward others … That’s when you can get more creative in solving problems”.

In this hyper connected world it’s easy to gain access to information and make simple online purchases that are transactional in nature; items that we know how to use ourselves. However, today there is so much information and so many choices available that many customers are finding making buying decisions overwhelming, especially when things move beyond the …

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Forget NPS, it’s about NES (net easy score)

By / / Attitudes & Behaviours, Brand & Reputation, Customer Service, Sales Culture, Sales Measures - Inputs & Outputs

Making ‘my life’ easy in this complex world is customer experience gold.

However, everybody obsesses about their NPS – net promoter score.

If you haven’t heard about NPS before, it’s a metric for assessing customer loyalty for a company’s brand, products or services. Many companies use NPS as part of their customer relationship management (CRM) strategy because the metric is easy to calculate.

Getting promoted more often for the right reasons is only underpinned by how well we address our customers’ needs and priorities and how easy we make the experience for them.

Too many companies have not addressed the customer’s buying journey and …

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