Friend or Foe, the Importance of Creating Great First Impressions - Part 2

Friend or Foe, the Importance of Creating Great First Impressions - Part 2

Other factors, which will influence the 'Gatekeepers' decision whether you are friend or foe, are, your appearance, clothes, smell, enthusiasm and posture. Once you're past this initial first impression you can get on with developing a relationship with your prospect.

Professor Albert Mehrabian of UCLA broke communication down into three "V's" as follows:

- Verbal: The message itself; i.e. the words you use.
- Vocal: The sound of your voice, intonation, projection, pitch and speed of your voice.
- Visual: The posture and gestures, facial expression and eye movement that people see.

The Thomas Gordon Institute added another dimension to this research and came up with:

- Words: Verbal
- Voice: Vocal
- Face: Visual
- Body: Visual

Both institutions measured the effectiveness of each component of communication and it's contribution to believability. Here are the results of their respective research:

UCLA
Verbal 7%
Vocal 38%
Visual 55%
TOTAL: 100%

Thomas Gordon
Words 7%
Voice 23%
Face 35%
Body 35%
TOTAL: 100%

So, the first step in delivering Great Customer Service to Create Great Sales is:
Approach and greet your suspect/prospect with open, friendly body language coupled with soothing, gentle voice modulation. Our total focus in this step is to get past the 'Gatekeeper' so that we develop and build rapport and open the prospect's message receptors. The words themselves are not that important, a simple "Hi, how are you today," is a good ice breaker.

Friend or Foe, the Importance of Creating Great First Impressions

Friend or Foe, the Importance of Creating Great First Impressions

By Action International Business Coach Michael Bedard

We often refer to the brain as having two hemispheres: the left, largely responsible for logic, and the right, predominately responsible for creativity. This description fits what we know to be the cortex or new brain; however, there is a third dimension, the hypo-thalamus or pre-historic brain, which is in fact the brain stem and is solely responsible for instincts.

Bruno Catellani of the Institute of Communication, Management and Sales in Switzerland refers to the pre-historic brain as the 'Guard' or 'Gatekeeper.' The 'Gatekeeper's' sole function is to decide whether you are a friend or a foe; it is incapable of thought or rationalization and reacts purely on instinct by how it perceives your approach.

If your initial approach stresses the 'Gatekeeper,' it will switch on the fight/flight response and part of this process includes shutting down all other message receptors which means any opportunity you had to communicate has just been totally closed off.

It's absolutely true that you never get a second chance to make a first impression. Building the language of trust is the first step to successful customer service, which translates into building sales.

So, if the 'Gatekeeper' doesn't think, does the initial 'Language of Trust' have to be verbal? No, the first impression you deliver is based on instinct alone. The signals that you need to give out in the first 10 to 20 seconds are instinctive, i.e. your body language translated by your movements, gestures, facial expression and eye contact are open and relaxed. Your voice modulation and tone are calm, the speed of your speech is controlled and gentle and finally, you must not invade the customer's space.

DO YOU FEEL LIKE A SQUARE PEG IN A ROUND HOLE? - Part 2

DO YOU FEEL LIKE A SQUARE PEG IN A ROUND HOLE? - Part 2

By recognizing your peers and behavioral styles and adapting to them, you'll increase your understanding, appreciation, and communication with them leading to relationships that are more productive.

VAK
At Action, we use the "Language System Diagnostic Instrument" (LSDI) to analyze a person's communication and behavior patterns and for determining how to interact with that person in the process of change. The result of the questionnaire is a clear understanding of where you fit and how we make distinctions concerning our environment. Both internal and external are represented in terms of three sensory systems: visual, auditory, and kinesthetic. People who rely on their visual systems appear to run movies in their heads when remembering or storing information. If people are primarily auditory, i.e. taking information through sounds, remembering may be like replaying a tape recorder, with original tones and dialogue. People who are primarily kinesthetic respond to internal bodily feeling or tactile sense. They remember bodily sensations in recalling experiences.

This knowledge provides an amazing insight into the people we work with or for; however, we must be cautious not to "box" people or become complacent about ourselves because we are not naturally suited to a particular task.

DO YOU FEEL LIKE A SQUARE PEG IN A ROUND HOLE?

DO YOU FEEL LIKE A SQUARE PEG IN A ROUND HOLE?
By Action International Business Coach Michael Bedard

Knowing how and where people work best can be a powerful and lucrative tool for business owners with a team of people. Personality profiling is not a new tool by any means, but still one of the best ways to ensure you are able to achieve a close-to-perfect match when selecting new employees and repositioning existing personnel.

At Action International, we use DiSC and VAK to help make decisions about team members and where best to place them. It also helps the team gain a better understanding on how to communicate with each other. Knowing someone's personal profile allows for a much better understanding of how the person learns and operates.

DiSC
DiSC uses the Style Analysis Instrument and was initially designed to assist people achieve a higher degree of success in life and work. Successful people know their strengths and limitations and by realizing their weaknesses, are able to overcome their shortcomings and take full advantage of their strengths. DiSC uncovers insights about four dimensions of normal behavior. A brief description of the four behaviors is listed below:

"D" Style
Competitive
Daring
Decisive
Direct
Persistent
Innovative
Problem Solver
Results-Orientated
Team Player
Understanding
Adventuresome

"I" Style
Charming
Confident
Convincing
Enthusiastic
Inspiring
Optimistic
Persuasive
Sociable
Precise
Popular

"S" Style
Amiable
Friendly
Good Listener
Patient
Self-starter
Relaxed
Sincere
Stable
Steady

"C" Style
Accurate
Analytical
Conscientious
Diplomatic
Trusting
Fact-Finder
High Standards
Mature
Patient

Coaching in Business - Part 2

Coaching in Business - Part 2

To further emphasize this point let's look at the different levels of thinking in business. Firstly we have employees, thinking "how much do I get paid?" then the managers "how can I get more out of my staff?" The next level is being "self" employed and their thinking is... you guessed it "only I can do the job properly!" The next level is a business owner who thinks "how can I get more money from this business?" taking them from working "in" their businesses to working "on" their business. This "leap" does involve a change in thinking and in this process of change, having a coach or mentor is a valuable ingredient. The final level is the illusive entrepreneur "how can I make more money with the money I have?" These are of course general concepts, but it shows that in business and in life you can achieve much more, being open to learning, change and the assistance of others. The most successful of people are the ones who realize this and seek all three in earnest.

What separates elite athletes from average athletes with great potential? Only their thought processes, techniques, motivation and of course a fantastic coach. Sure to be a top athlete you would already have these, but it's getting there, maintaining it and constantly seeking to improve for that edge over the competition, that makes a winner.

Jim Rohn's quote, "Never wish the job were easier, wish you were better!" says it all. Business is simple, people are complicated and changing your business can be the easy part, changing yourself and your team can be the greatest hurdle. Having a business coach helps you maintain your motivation, refine your skills, gain constructive feedback and attain constant improvement in your business.

Coaching in Business

Coaching in Business

By Action International Business Coach Michael Bedard

Coaching in business!? Now we've all heard of a coach, in terms of a football team, an athlete or even a swimmer, but for a business owner, that's a new one! But as business moves into the new millennium, and with the rapid expansion of the communication and IT industry, it is becoming evident that the world doesn't seem as big.

Markets are becoming global and competition is increasing as consumers have greater choice. More and more business owners are looking for that edge or the fine tuning that can make the difference in their businesses. They are looking outside their normal resources for the information and guidance they realize is needed, for them to develop and educate themselves and grow their own businesses. In business you're either growing or you're dying and a business will only grow to the level of it's owner's knowledge or beliefs. So the business owners who succeed, are those who look to increase their own knowledge and prepare to accept changes in the way they think.

Be - Do - Have, a Formula For Success - Part 2

Be - Do - Have, a Formula For Success - Part 2

Business is no different.

In order to HAVE amazing customers, and amazing businesses need amazing customers, you must develop your business into one that will attract amazing customers. What is an amazing customer? It is specific to your business. Only you can define for yourself the characteristics of your amazing customer. Perhaps it includes a customer who always pays cash. Maybe one who sends you lots of referrals. You must identify who your amazing customers are and what these customers want. You must know how these customers shop. You must BE the place where these customers want to shop.

And the same is true of an amazing business. It is one where your amazing customers shop. It consistently delivers more than your customer expects. The amazing business attracts these amazing customers.

Once you are the business, then you must DO the things that make these customers know what the perfect business will do for them. Imagine, if you will, an owner of a Jaguar leaving his automobile at the local garage that looks as though it has never seen anything better than a '64 VW Microbus. Not likely. If you want the customer to come you must BE the business to which he will come.

If you are the person or business that attracts the people in your ideal target market then they will come. Just remember you must Be as well as Do in order to Have.

Be - Do - Have, a Formula For Success

Be - Do - Have, a Formula For Success

By Action International Business Coach Michael Bedard

To be meaningful, any change in life or in business has to be dramatic. Minor change is easy to accomplish but results in only minor differences. To increase the sales in your business by say 150% in three months will take massive changes in both your thinking and the way you do things.

In order to HAVE anything in life we all recognize that we have to DO something to achieve it. If you want wealth you must invest. If you want love you must first give it. If you want respect you must earn it. No matter what you want, you need to DO in order to HAVE.

But DOing is not the only thing you need to change in order to HAVE. You must BEcome the person who would have the things or persona that you desire. You must develop the identity, beliefs and values that the person who has those things has. We've all heard of the Lotto winner who, within three years, lost the several million he won. He didn't become the "millionaire".

Let's talk a bit about BEcoming. Everyone has an identity that they developed, usually at a very young age. That identity has values and beliefs that can limit you. Perhaps you believe that customers are always looking for a discount. You will attract that sort of customer to your business because of your belief. Maybe you believe that business owners are greedy. What do you suppose you will be when you own your own business?

In order to HAVE something like a million dollars, you have to develop the beliefs and values of a millionaire, and believe me they have an identity that needs to be copied. In fact it is said that you will earn + or - 10% of the earnings of the three people you associate with the most. Why? Because you develop the values and beliefs of these people.

Five Ways to Business Success through Action - Part 2

Five Ways to Business Success through Action - Part 2

Once we have established where the business is, we are able to go back and look through our systems and determine which of those would be the most appropriate to implement in increasing the profitability of that particular business type.

We use the information we have gathered on the business to put together a detailed Alignment Report that will serve as our roadmap to success for the next 12 months of Business Coaching.

Once we have established that the business can be profitable, we move on to our secondary goal, which takes place during the Coaching process. That goal is to teach the business owner the difference between working on their business and working in their business. Small business owners can spend 60 hours or more per week just trying to keep their business alive. Most often, what we find is that they are working on the wrong aspects and end up spinning in a relentless circle until the business finally folds in on top of them. Our goal is to help them in working on growing their business instead of concentrating on the technical issues, which are usually counterproductive to growth.

Throughout the process of Coaching we help the business owner stay focused on their goals, testing and measuring results, assisting them with potential obstacles for growth, systems implementation, etc. We hold our clients accountable for reaching the goals that we set together, and work diligently to help them achieve great results!

So basically, we teach the self-employed how to become successful business owners. We teach them how to make more money for less effort, and we have been very successful at that.

Five Ways to Business Success through Action

Five Ways to Business Success through Action

By Action International Business Coach Michael Bedard

At Action International our goal is to help business owners achieve true business success through analysis and systems implementation. What that means is that we help the self-employed build a profitable commercial enterprise that works without them. After all, systems should run a business, not the owner.

The first thing we do is to access the business by working with the business owners to determine where they are, where they would like to be, and then helping them implement systems and strategies based on what we find that would be the most appropriate for that particular business's needs (increase profitability, systems, employee training, controls, etc.).

We will be assessing the business in the five key profit generating areas: Lead Generation, Conversion Rate, Average Dollar Sale, Average Number of Transactions, and Profit Margins. Those areas are highlighted in the following equation:

Lead Generation x Conversion Rate = # Customers
# Customers x Avg. Dollar Sale x Avg. # Transactions = Revenues
Revenues x Profit Margins = $ Profits

So basically, we are looking at the equation for profitability for any business, in any market, in any industry sector. Throughout all of these sectors of business, the equation for profitability stays the same.

We have developed 367 different systems and strategies under these five variables. For example, Lead Generation has 73 systems that can be implemented to help business owners increase their lead flow. In addition, we have 86 systems that may be used to increase your Conversion Rate, and so on down the line.

How to Make your Small Business Big Profits - Part 2

How to Make your Small Business Big Profits - Part 2

Developing excellent communication skills with all the staff is crucial in growing a business due to the fact that one of the most important aspects of business is the people. Knowing more about people helps you to deal with customers and the your team better.

The other area that is vital for success in growing a small business is the use of systems. Many businesses have no systems of duplication.

An example is McDonalds. Ask yourself, do you feel that you can make a better burger than McDonalds? I am sure you can. But can you build a better business system than McDonalds? The answer I am sure is no. The reason why McDonalds is so successful is not because they are continually trying to improve their product, it's because they are continually building on the systems running their business.

Too many business owners work on the principle that it is more important to get the perfect products or the best shop or the best equipment, when what is most important is developing their systems.

Marketing systems, people systems and leverage systems are very important as they let your business grow without you doing all the work. That's why we teach business owners sales, marketing, team building, and team recruitment systems.

My Business Coaching program teaches business owners to become highly skilled in these areas. That is why it is not unusual that a few simple changes can double their revenues over a period as short as two months.

How to Make your Small Business Big Profits

How to Make your Small Business Big Profits

Numerous studies have been done around the world showing that more than 80% of all small businesses fail within the first five years of operation. That means only 20% of small businesses have what it takes to succeed.

So why do some succeed and not others? There are many reasons. The way the business owner thinks is a major part.

The reason being, when the business is struggling to make a decent profit, an open minded business owner will seek out help. This one factor -- the ability to be open to advice from people who can help you -- is crucial for ongoing success in the business.

Business owners turn to their accountant for financial help, their lawyer for legal help, and are unsure of who to turn to for help in marketing and systemizing their business.

Too often people in business start up and do what everyone else is doing, they just say, this is what we do and list the facts. Then they compete on price because this is the only thing they know how to do. Learning professional marketing allows you to distinguish yourself from competition so you aren't competing on price. Then you'll start to make more profit, employ more people and grow the business.

Think Link - Part 2

Think Link - Part 2

According to a recent credit card survey, the average number of items on a retail sale invoice INCLUDING grocery sales was 3.3. Think about that, if the average grocery sale is, say 30-40 items, then there's a heck of a lot cameras out there without film or walkmans without batteries.

So how do we go about improving our sales satisfaction process? Well the first step is under standing that it's OK to want to help your customer get the most benefit from what they buy from you. Let's look at the camera scenario we described before. The customer walked into a camera shop and said, "I want to buy a good camera." The sales person would have asked several qualifying questions and got answers like:

- Good quality
- Easy to use
- Automatic focus
- Like it to be able to grow as my ability improves
- Must have a zoom lens

With today's technology nearly all cameras have a zoom lens as standard. If the sales person had probed a little deeper we might have discovered the real and immediate need was for a camera with a much longer than average zoom lens. After all, what the customer needed was a lens that would allow him/her to take great pictures of dangerous creatures from a safe distance where they didn't become a lion's lunch.

And by the way, what other opportunities would that scenario present for sturdy, waterproof carry bag, extra film, assorted accessories etc., but that's another story, about turning customers into raving fans!

Think Link

Think Link

How to Stop Order Taking & Satisfy Customers by Selling What They Need Brought to you by Action International Business Coach Michael Bedard

Most sales trainers agree there are a certain number of steps that need to be taken towards making a sale; typically the steps are something like this:

1. Greet the customer, (or acknowledge, qualify & open the sale, etc.)
2. Probe to discover needs & wants, (or ask questions, sales interview, etc.)
3. Recommend product, (or demonstrate, make alternative suggestion, etc.)
4. Trial close, (or first attempt to open relationship, etc.)
5. Handle objection, (or overcome objection, re-state needs & wants, etc.)
6. Ask for the order, (or close sale, open the relationship, etc.)
7. Farewell and follow through.

In these seven steps a variety of nuances are included which allow for deviation so that the sale can be achieved/won at any point. Too frequently the sales person and prospect who are, 'Fencing' for the advantage, see the sale process as adversarial. Often an inexperienced sales person is so relieved at getting to 'Yes' that the thought of making sure that the customer has everything they need to gain full pleasure, enjoyment, benefit and satisfaction from the purchase by asking them to spend more is simply not an option. What a dreadful shame to all concerned!

How many times have you been left with a purchase that was exactly what you 'thought' you wanted but left you feeling less than satisfied with your new acquisition. Let's play with some examples:

- A camera with a standard lens but no telephoto lens to capture wildlife in Africa
- A tennis racquet with no case to carry it in
- A tin of paint with no brush to apply it with
- A new outfit without matching accessories
- A new car with no paint/rust protection
- A holiday with no insurance
- A McDonalds burger with no fries!

Testing and Measuring - Part 2

Testing and Measuring - Part 2

This then leads to the balance of the phrase... testing and measuring. There is little point in going to the trouble of conducting a test in the first place unless one follows through with some type of analysis of the results. Imagine taking that new car out for a test drive and not paying any heed whatsoever to the quality of the ride, the noise levels and the engine performance. Not reasonable...is it? You would instantly compare this new car to your old one or other new cars you were considering... wouldn't you? You would have your own form of measurement to compare the car with others. Your taste is a form of measurement when you try those samples in the supermarket. If you lost your ability to taste... why bother trying the sample at all? I believe you get my point!

Now, back to our business analogy... there is no point in testing the outcome of any type of marketing campaign with no measurement of the outcome. Careful measurement and analysis of the results of a test campaign will provide much needed information on which to base decisions. The results of the measurement will quantify the success of the test campaign. The results can then be extrapolated to test the soundness of the campaign. Example... a test mailing to 500 households yields 10 responses. Each response results in an average sale of $150 with a margin of 40% that adds $60 to the company's profits which is $600 overall ($60 x 10 responses). Let us assume the overall cost of the mailing is $1 each or $500 in all. The company then made a net profit of $100 ($600 profit less costs of $500). This campaign appears to be a winner!

Testing and Measuring

Testing and Measuring

By Action International Business Coach Michael Bedard

Business coaches with Action International use the term testing and measuring frequently. This practice forms an essential part of our ongoing mentoring programs with clients. What are we talking about anyway? It's quite simple...read on.

Why is testing important? We don't realize it but we test everything in our daily lives. You always take a new car for a test drive before you sign on the dotted line. When you go shopping at the supermarket, clerks are standing in the aisles with samples for you to test before you buy. Waking up in the morning and checking the weather before selecting your clothing for the day is also a form of testing. See... we do it all the time... we just don't think about it.

Yet businesses persist in embarking on expensive marketing campaigns with little or no idea of the outcome. These same businesses will spend thousands of dollars on an ad campaign and hope they get a response. Action International firmly believes in testing a new ad campaign before the majority of the budget is committed. It may be a whale of an idea... but, face it...no one knows with certainty, the outcome of a daring new campaign. We at Action suggest that our clients commit 10 - 15% of the new campaign budget and test for the outcomes.

People Plus Systems Equals Great Sales ... - Part 2

People Plus Systems Equals Great Sales ... - Part 2

A sales script is a documented, methodical, learnable, effective system of selling your goods and services. It is a written process on paper designed to give the salesperson control of the call (while the customer 'feels' in control) and create a desired result - the sale! It is written by your number one salesperson, in answer to the question - Exactly what do you say to a prospect to get them to buy your product? You may even choose to reward your top salesperson for doing this by offering them a great incentive such as a percentage of extra sales.

Let us briefly outline key parts of the Action sales script. Obviously, there are differences between sales scripts used on incoming and outgoing calls; however, I will just detail some of the universally used key Action selling lines taken directly from our sales scripts!

The opening: "Could I just outline the reason for my call?"
Permission: "Would if be okay if we go through the call that way?"
Rapport Building: "What's your biggest challenge right now in that area?"
Below Waterline: "What's most important to you in..."
Paraphrase: "Based on what you just told me, it sounds like..."
Temperature Check: "How does that fit with what you had in mind?"
Secure the Sale: "Would it be okay if I give you the steps in getting that process under way?"
Conclude the Encounter: "Congratulations and bye for now."

A script can be read, learned and must be practiced, used, measured and improved (if needed) to increase conversion rate of prospects to customers of all the team. Imagine taking the guess-work out of selling once and for all by using a system which makes your sales results less people dependant and more system dependant!

People Plus Systems Equals Great Sales ...

People Plus Systems Equals Great Sales ...

By Action International Business Coach Michael Bedard

When you ask many of the greatest salespeople in history what their secret is many would answer - personality. But when asked how to quantify and teach personality to others, these super salespeople are often stumped. Teaching great sales involves a major re-education and a focus on systems that make sales simple.

Sales scripts not only increase the sales of top performers but also produce amazing results for the entire team. One rule of thumb, which can be used in selling and in life, is that what you can measure you can manage and grow! The ultimate test of a superior salesperson is how consistent their results are and how consistent the results are for the entire team. Using a sales script achieves this consistency and makes the training of new team members simple and effective.

By introducing a sales system like a script, you can then measure conversion on a daily basis and your sales will automatically increase - guaranteed. So, exactly what does a sales script look like, how do you write one and how is it used? Let's look at this now.

The Power of Priorities - Part 2

The Power of Priorities - Part 2

Every businessperson needs to understand the Pareto Principle as it applies to the areas of customers, team and leadership.

In the area of customers, it is vital to identify the 20 percent who account for 80 percent of your business. These are your "raving fans" and strategies must be put in place to care for them appropriately.

For your team, you must identify the top 20 percent producers. Spend 80 percent of your people time with these people to develop them to their full potential.

In leadership, take an honest look at the question "What do I have to do that no one else can do?" Remember a leader can give up everything except final responsibility. You can decide whether you will be reactive or proactive when it comes to the use of your time. The question is not, "Will I be busy?" but "How will I invest my time?" It's not "Will my calendar be full?," but "Who will fill my calendar?," It's not "Will I see people?," but "Who will I see?"

Do this and watch your productivity and personal satisfaction rise to new heights!