Case Study: Social Selling Train Wreck

Use Case: A Train Wreck in the Making

Jenna was the center of attention on this particular morning as four young ladies sat around the table at a coffee shop discussing her recent engagement.

Amidst the excitement came a lot of discussion about important details yet to be worked out. Chief among them was the all important wedding dress decision. In fact, just mention of the dress took the discussion to a crescendo…Then it happened!

A well dressed gentleman sitting near these ladies, was obviously listening in to the discussion as he abruptly…and quite awkwardly interrupted them to say, “My shop just happens to sell wedding dresses.”

At that very moment, I could have sworn I heard car tires screeching to a halt, a needle scratching a record and a woman’s blood-curdling scream simultaneously, right before the deafening silence…

With frozen smiles and half-formed words, the four women sat, not knowing what to say next. That is until one of Jenna’s friends covered for her with a, “Good to know” response. In an instant, the mood had changed.

Their perception that they could have a conversation in public and expect…not privacy…but courtesy, had certainly been called into question. The moment was over. The conversation ended. The ladies disbanded.

I immediately thought, ‘This is what it feels like when some unknown person interrupts a forum conversation and inappropriately and prematurely tries to sell something.’

This well intended business owner was at the right place at the right time, but with the wrong approach. With his target buyers sitting right in front of him, he lost sight of the importance of an appropriate interaction and instead treated them like an inappropriate transaction.

This is what poorly executed social selling looks like when done in person. What gets lost in an online social setting, however is the unforgettable reactions on the faces of the ~~recipients~~ victims. For a visible reminder, one only needs to look at the face of Taylor Swift when she was Kanye’d.

Reckless social sellers are blind to that…and that’s a shame!

Don’t Treat Social Media as Faceless

We’ve all been guilty of saying something in email that we’d typically not say in person. We are just as susceptible in our Social Media interactions.

It’s so easy to forego the courtesies and social etiquette when interacting on social media. This is especially true when it comes to social selling as I often hear social sellers shove the responsibility back onto the prospect saying in essence, “They shouldn’t have accepted my connection request or been talking in a public forum if they didn’t want me to sell to them.”

Tips for Better Social Selling Etiquette

DON’T: Confuse people’s comments with requests for advice
DON’T: Sell in places where people are learning
DON’T: Make yourself or your solution the focus
DON’T: Interrupt conversations
DO: Prioritize listening over speaking in social media
DO: Keep the Listening to Speaking ratio at 4:1
DO: Communicate respectfully as if they’re there in person
DO: Provide a unique perspective that nobody else has offered

What are some of the DOs and DON’Ts that top your list?

1 Question to Improve Conversations

At the drinking fountain in a corporate office of 300 staff members, drive-by “Hello’s” are quite common.

As Cara* walked by, today was no different as I offered up a sincere question (not a statement), “How are YOU doing today?” Her reply as she kept walking was, “Pretty good.”

Turning from the fountain, I asked, “How can I upgrade you?” She had doubled back and inquisitively asked what I meant, where upon I restated, “What can I do that would upgrade you from ‘Pretty Good’ to at least ‘Good?'”

In a more serious, tone she proceeded to share that her limbs have been going numb and it has her concerned, “so if I can fix that she would be good,” she said with a wry smile. I told her I would start by keeping her at the center of my thoughts and prayers beginning immediately. She was sincerely appreciative.

I never cease to be amazed at how the demonstration of authentic care and concern for others can cause even complete strangers to open up. As a result, I learn something new and different about them than I knew before.

As a student of people and human behavior, my best learning about others often comes in the casual and informal settings of hallways rather than meetings. Meetings tend to have agendas, so I take interest in what’s off the agenda.

Therefore, my question to anyone responding to ‘How are you’ with anything less than “Great!” will often bring the, “What can I do to upgrade you?” question.

As you can imagine, sometimes their responses can be pretty fun or off the wall, which provides an opportunity for me to engage for just a few brief seconds of wit and banter whereby we both leave smiling. Other times it’s been quite revealing leaving me with the thought,‘I’m sure glad I asked.’

Two important things to note:

Whenever I ask the question, I am prepared to actually do something about what they share. Without that, my authenticity is compromised.
I am not advising that everyone start asking this same question. That would miss the point altogether, as authentic care is my point here.

I’d love to hear other ideas of how you demonstrate this with others, or stories of what others have done for you that made an impression.

If you don’t have stories of your own, then perhaps try my question as a starting point. I bet you’ll have your own story to share by day’s end!

Everybody Wants Change, Nobody Wants TO Change

Change Comes From Challenge In the words of Dilbert creator, Scott Adams, “Change is good…you go first!” For most of us, this resonates. We all want to see it, but many fewer want to do it!

In Sales & Marketing, the impact of this reality is having devastating effects as their messages fail to compel prospects to break from status quo.

Spoiler Alert: Presenting benefits does not qualify as a compelling reason to break from status quo.

The Problem…

In a recent survey from just a few years ago, CEB researched the commercial impact of the rep’s message with senior executives and decision makers from a variety of industries that regularly interact with sales representatives.

Astonishingly, the results showed that 86% of the time, the rep’s message had no commercial impact whatsoever. This meant that only 14% of the time, the rep communicated their message in a way that suggested a reason for change.

Executives and Decision Makers from this survey commented that the reps they deal with believe their biggest enemy is their competition when in actuality, their biggest competition is what prospects are currently doing.

Tim Riesterer from Corporate Visions describes it by saying, “You walk in and throw up all over me about your products and services, but I’m not ready to hear about that yet. Your trying to convince me of ‘why you’ and I’m asking myself, ‘why change at all’?”

It Happens All the Time…

Some time ago, I was working with a rep that had called in to report on his progress after meeting with an important prospect. Our coaching in the previous week stressed the importance of making the case for change with the prospect. His style as a relationship builder was to encourage prospects to buy based on benefits and opportunities, but this was failing to yield meaningful results.

The minute I answered the phone and heard his voice, I knew that he had not succeeded. He proceeded to describe how “deeply entrenched in status quo” this prospect was, and therefore how impossible it would be to get him to change.

“Bringing about change is difficult,” I said. “Tell me what you said that specifically suggested there was a detriment to his business because of a circumstance or condition he previously didn’t understand or anticipate until talking to you?”

After 5 very uncomfortable seconds for the rep, he replied, “I wasn’t really focused on that. I was trying to get him to see how much better his business could be if he used our services.” Sound familiar?

There were a number of problems that needed to be corrected in his brief reply, but I pointed him to the fact that if the prospect had no idea how bad the problem was, he had no basis from which to evaluate “how much better his business could be.”

I also refocused him on the fact that his prospect was not alone in not wanting to change. He too, was failing to make a change that would bring him better results. I reminded him that it wasn’t this ‘opportunity to do better’ that initially caused him to engage my services. It was the imminent threat of him going deeper into performance counseling followed by separation of employment if he wasn’t willing to pursue a new way. He knew this was true and assured me he was serious about pursuing a new path.

UPDATE: To demonstrate his seriousness, the next day, he followed up with the same prospect, apologized for dancing around some things he wanted to share that concerned him about the path the prospect was on. The prospect gave him “5 minutes to make his case” over the phone.

That’s all he needed, so the rep took it, and showed the prospect how based on his current action, they were likely experiencing increased and unnecessary costs in an area that most companies don’t think to look. He gave the ranges for underperforming companies that experienced this, then directed the prospect to where he could find this data and validate for himself.

He then requested that if the prospect found his own company’s spend to be outside the acceptable range, to invite him back to make a more compelling case to the technology review board for a different way to eliminate the spend within 45 days. He received a call back that afternoon from the prospect confirming the findings [which were worse than they thought], and within 2 weeks, penned a 6-figure deal.

A Better Way…

You and I both know, not all stories like that have as happy of an ending. There are, however, three key points to doing this better and increasing your likelihood of success that apply equally to Sales AND Marketing.

Reframe Thinking. For any change to occur, the prospect must think differently about their current problem or situation. Often times they’re not even aware of a problem until you present them with one. The key to effective reframes is to focus on how they should think differently about their circumstance/condition. Many make the mistake of working on getting prospects to think differently about their product or solution. Focus them on their problem, not your solution.
Make a Rational Case. If you have successfully gotten your prospect to think about their circumstance, business, condition, etc. in a different way, you now must make a rational business case for why. Whether it be statistics, research, ROI calculator, or all of the above, it is critical you know the prospect’s economic drivers and make the intellectual business case for change. Identify in advance the specific outcomes they are seeking to achieve that are at risk.
Make an Emotional Case. The old adage suggests, people buy emotionally, but justify the purchase logically. The previous step gave them the logical reason to rationalize their purchase, now you must connect emotionally. This is the critical place for making sure that the story your telling is the prospect’s story. One effective way to do this is to share a recent example/story based on what you’ve learned from your prospect. When done well, I often times have the prospect finish my story with their own. In other words, they are giving me the punchline for how the story ends, because it just happened to them.

A Message for Marketers…

It is common for Marketers to dismiss this approach as there can be a real reticence to create too much negativity or concern in the Marketing. Following are two different visual examples of companies that aren’t afraid to go there, and as a result, are causing people to think differently about the problem their products/services solve.

Example 1: Ameriprise Financial

Example 2: TaylorMade Golf

In the Ameriprise example, they ask a simple question that terrifies many people – those that are nearing retirement…and those that weren’t thinking about it at all.

The TaylorMade example does a great job of showing how everybody, including themselves got it wrong when trying to solve the problem of more distance off the tee.

In Conclusion…

While there is certainly more to the process, the key for this article is to call attention to the often overlooked cause for reps failure to progress in the sales cycle.

If you don’t challenge the status quo and make a case for change, the prospect’s dollars will be spent later with the competitor that actually does make a case for change.

To prevent this, it is critical that you learn to bankrupt their status quo account. Doing so will bring about very different results in intentional, predictable and repeatable ways.

For more articles on similar topics, follow me on Twitter Follow @IntendedResults

B2B: Why Thought-Leadership Falls Short

When it comes to thought leadership, an image like the one to the left often comes to mind for people. The recent thinking goes something like the following…

Customers want to be presented with new ideas and learn from thought leading subject matter experts before making a purchase. As they are educated by the SME, they are gradually sold.

But is thought-leadership enough? I would maintain that it threatens to be an expensive path for free consulting. Allow me to explain…

The Research

A few years ago, ITSMA conducted research finding that 57% of B2B buyers would like to see thought-leadership from sales reps. The conclusion they had drawn, like for so many others, was that if buyers want thought leadership, sales and marketing must give it to them. Important to note is ITSMA’s official definition of thought leadership is as follows:

More recently, Omobono joined forces with the Business Marketing Association to research marketer’s top priorities. The results showed that not only did ‘Strengthening Thought Leadership’ rank as a Top 3 priority at 63%, 8% higher than ‘Deepening Customer Relationships,’ and 19% higher than ‘Raising Brand Awareness,’ but it ranked as marketer’s first priority.

The focus and emphasis on thought leadership is not surprising, and can be a good thing. That is, if thought leadership is the goal and your sales and marketing model is to offer free consulting and therefore derive no commercial benefit. Tweet This

For the CMO and CSO, this is an unaffordable luxury as accountability to the board and stockholders would never permit such an expensive endeavor with no associated RO[M]I.

Standing in contrast is the work and research conducted by CEB, which shows that ‘thought-leadership’ is several steps removed from meeting the criteria that results in having commercial impact. Let’s look at their definitions for each of the five areas in their hierarchy of messaging.

Hierarchy of Messaging

General Information – General Information is simply information that covers generally just about everything. It’s that overwhelming flood of information out there, that we spend more time filtering out rather than taking in.
Accepted Information – Accepted Information is credible, it’s relevant, but often, it’s not terribly interesting. It doesn’t necessarily teach anything new. An example might be, “90% of CIOs are concerned about what cloud computing means for their organization.”
Thought Leadership – Thought Leadership is interesting, newsworthy, incremental information that customers themselves likely couldn’t have discovered on their own. So, unlike accepted information, thought leadership provides new perspectives or new data that teaches, and doesn’t just confirm.
Insight – Insight is designed to disrupt the customer’s view of their business. It juxtaposes the cost of current behavior against the potential of an alternate action. This breaks the customer’s frame of mind.
Commercial Insight – Commercial Insight has the highest bar, and ensures we are not simply providing free consulting to customers. It’s Insight that meets the “frame-breaking” bar but simultaneously leads the customer specifically back to us as the sole supplier, enabling them to actually take action on that Insight.

In light of the definitions, let’s now go back to the originally cited research from ITSMA to understand why giving buyers what they want (‘thought leadership’) is bad for business. There are three perspectives to consider:

Three Limitations of Thought Leadership

1. The Buyer’s Objective with Thought Leadership

From the buyer’s perspective, they truly want to understand trends and conditions that may impact them or their business negatively. But, they don’t care where it comes from, nor if it results in a sale for you or credibility for your brand. That was never their aim, as they care about protecting the interests of their business first and foremost…and that is perfectly reasonable. Therefore, the goal of the buyer(s) is to become as informed as (s)he can so that the best decision can be made when selecting between suppliers.

According to CEB, when it comes to thought leadership, “the real limitation is it doesn’t necessarily drive action. That’s because most thought leadership is largely focused on presenting a new idea rather than undermining an existing one. Thought leadership often has little lasting impact for this reason. It fails to disrupt the customer’s thinking.”

2. The Marketer’s Objective with Thought Leadership

For marketers, of key interest is creating disproportionate mind-share for the brand, which requires establishing credibility, which leads to engagement and subsequently, reliance upon the brand. According to the study, thought leadership is seen by marketers…AND BUYERS…as a way to do so.

I am not claiming the research is wrong. But I am suggesting the conclusions drawn from the research are not only off-base, but potentially detrimental to the marketer’s stated goals that led them to pursue thought leadership in the first place.

As marketers, we can often fall into the trap of inserting ourselves [or our brands] into the center of the story. For example, the term ‘thought-leader,’ puts the person delivering the ‘thought’ at center stage. What we all have learned over the years, however, is that the only way to change a customer’s behavior, is to stop telling our own story to build credibility, but instead, tell theirs and help them see themselves in the story.

Therefore, instead of pursuing thought leadership to earn credibility, be credible in demonstrating you understand your audience.

3. The Sales Rep’s Objective with Thought Leadership

While marketers certainly have their own challenges of getting attention and responses, given the rise in popularity of content marketing, sales reps too, have some tough sledding to get responses to their emails and phone calls.

Reading the research from ITSMA, reps are left with the natural, but wrong conclusion that if buyers want thought leadership, they should provide it to them. The problem with this approach is that sales reps can tend to overlook one very important element.

In their pursuit to provide thought leadership, their point of view, insight, etc., no matter how profound, fails to lead uniquely and specifically back to them as the sole supplier in a way that enables the buyer to take action. The following article discusses more on this concept here (Where are you Leading?).

In other words, the thought leadership merely provides the buyers with a perspective that could apply to any number of suppliers. This results in the buyer determining that their choices of suppliers are relatively equal, so they look for a tie-breaker. Too often, that tie-breaker becomes ‘price.’

To change this outcome, I will refer to a friend of mine, Bob Apollo. He argues in his article, that there are three primary questions that need to be answered before customers will buy from you, Why Change? Why Now? Why You?

Regarding the order of the questions, both Bob and I would contend that the order of the questions [as written] is paramount as well. Reversing the order, as so many have done for years, merely results in prospects remaining with the status quo 60% of the time.

In Summary…

While demonstrating thought leadership is certainly better than simply offering general or accepted information, as we see it still pales in comparison to the kind of insight that is frame-breaking and provokes an action that leads distinctly and uniquely to your solution.

With that said, let me provide a different picture of what sales and marketers need to be doing to provide the most value for a customer.

Disruption

I love what this picture represents. By virtue of the fish (i.e., Marketer, Sales Rep, Content, etc.) swimming against the flow, others can’t help but redirect their path (i.e., Thinking) to adjust for the disruption to their current path (i.e., Status Quo).

As for thought leadership, presenting new ideas that others have never heard before often produces a pattern like the first picture. What that picture doesn’t represent, however, is how long they stay on that path. The hope or belief is that they remain on that path to purchase. But thought leadership does not require them to purchase your product to still value you as a thought leader (i.e., Free Consultant).

Therefore, to avoid this, whether you are producing content, a campaign, or delivering messaging to prospects as a sales rep, ask yourself the following questions about what your message delivers.

Does your message:

Break the customer’s frame of mind about what they have been doing?
Juxtapose the cost of current behavior against the potential of an alternate action?
Lead the customer specifically back to you as the sole supplier?
Enable them to actually take action on that Insight?

Answering “no” to any of those questions puts you at risk of providing free consulting for your competitors.

#SMM: Stop Talking, Start Learning

The chorus to the Lifehouse song, “Nobody Listen,” describes many marketer’s approach to Content and Social Media Marketing these days…“Everybody talk, but nobody listen.”

The amount of content produced is staggering. According to Gary Vaynerchuk, New York Times best-selling author, he cites that there is more content produced in 48 hours than what has been produced from the beginning of time to 2003.

The strategy of just ‘being present’ in content and on social media has not worked, and will not work.

Change Your Social Media Strategy

If you are finding your engagement to be low in social channels with the content you are sharing, it’s time for a different approach.

As Marketers, we are all susceptible to becoming enamored with our own point of view, and as a result, we end up doing all the talking. When people don’t listen, we talk louder. In marketing, “talking louder” takes many forms, such as email blasts, Facebook posts, Tweets. This even shows up in our retargeting efforts.

These approaches are what I refer to as Bumper-Sticker Marketing. The premise of the ‘bumper-sticker marketer’ is that it is one way communication that shouts a point of view, but fails to engage others in meaningful ways, and certainly fails to persuade.

One of the common struggles I hear relative to producing content is lack of ideas for what content to produce next. If you find yourself struggling with what to talk about, you may not be as close to your customers as you think you are.

If that’s the case, time for a change in your social media strategy, which will benefit you in your content strategy as well.

Listen to Learn

Assuming you know where your customers are spending their time on Social Media, pay attention to what they are talking about. Listen for the key words and phrases they use to describe their problems, concerns, and struggles.

We are listening and learning so that we can speak their language, rather than trying to get them to understand our own language.

One strategy I use, that may be helpful to others is to do the following. Use your favorite social monitoring tool(s) to identify the keywords your customers use to search your competitors sites.

Additionally, I look at large, non-industry sites like Reddit or Mashable, then filter down to the category in my field/industry to see what people are searching for and talking about.

For example, if I filter by Internet and Telecom, I find the top trending words in their keyword cloud are ‘web2.0,’ ‘blog,’ and ‘social networking.’ (See below).

This 60-second process gave me three different topics from which I can produce content about that will be relevant to my audience. When content is relevant and valuable, your audience is more likely to engage. What’s more is I now know the specific words to build my SEO strategies around with HREF, H1 tags, etc.

Looking for keywords is one thing, but remember, we want to understand our customer’s concerns and speak their language. Therefore, I take the keywords of interest listed above and search conversations in Twitter and Facebook to try to ascertain what their intent is behind their searches.

In searching #web2.0 this morning, for example, I quickly learn that areas of interest to multiple groups is measurement, collaboration and applicability to SMB.

Take the time to listen and learn for a better content and social media strategy. As my mom used to say…”Talk less, listen more!”

Don’t Sabotage Your Challenger Sale Implementation

Sabotage Challenger Sale Implementation In January 2012, as I began my first Challenger Sale implementations across several of our SBUs, there were certainly things I would later change in subsequent implementations. One thing that remains the same to this day, however, is in identifying my true goal for Sales Reps and Sales Leaders.

After sufficiently making a compelling case for departing from the status quo, I make one point abundantly clear with sales leaders and teams:

Should Challenger be Mandatory?

It’s understandable why leadership would want to make mandatory something as important as Challenger, especially given the organizational importance of meeting revenue and margin objectives. But doing so, can often have the exact opposite effect of what is intended. Following are three reasons why I would recommend avoiding the ‘mandate’ for anyone looking to implement The Challenger Sale.

Mandates lessen value. Whenever you take someone’s choice away from them, which is what making something mandatory does, you risk creating a perception that whatever is coming, can’t be that great. After all, if it were, people would want to participate without the requirement.
Mandates shift ownership. By default, when an organization makes something mandatory, the onus for the outcome lies squarely with the organization. Is this where you want the ownership for outcomes to be for the rep, or would you rather have the rep own their own outcomes?
Mandates don’t equate to buy-in. Anyone with children will quickly recognize this reality with the following example…“Tell your sister your sorry…like you mean it!” Just as mandates don’t equate to buy in, neither does compliance equate to behavioral change.

Not all mandates are bad. They definitely have their place, but using them in your Challenger implementation will start things off on the wrong foot. Furthermore, it is unnecessary if you properly frame the need for change before trying to reframe.

Regarding my original point on ‘making people Challengers,’ be careful of the message you are sending when implementing Challenger. Sending a message such as, “We are going to turn everybody into Challengers” will cause a lot of unnecessary anxiety and resistance. It will wreak of being the “next new program” and to many reps, will suggest you are taking a blind and blanket approach to selling. Their defenses will be primed to make impassioned pleas for why their current approach is sufficient. This is what happens when you lead WITH the solution, not TO the solution.

Important to remember is what CEB’s research didn’t show.

The research did not show Challenger as being the only successful profile. Sometimes, proponents of the Challenger research and methodology, can appear more like zealots than advocates. What the research did show, however, is Challenger as having the highest success rate for complex selling environments.

Therefore, if you are contemplating a Challenger implementation of your own, honor your team members by not elevating the importance of a “program” over their value as an individual.

3 Minute Rule for Customer Insights

3-Second Rule for Customer Insight I am going to take a guess here that if you are reading this post, your reason falls into one of two groups. The first group believes that no meaningful customer insights can come within 3-minutes, and you are reading to confirm your belief. The second group is hoping against all odds that insights truly can be gleaned that quickly.

The 3 Minute Rule for Insights

When speaking with your current customers, ask them this simple question…

“What are you doing three minutes before using our product?”

The answers you receive may be quite different from what you expected. What I have found over the years is that this very question gives specific insights into the circumstances that customers find themselves in when preparing to use a product, service or solution. As I would continue to ask the question of different customers across a variety of industries, similar patterns began to emerge. Let me share a few examples.

Example 1: Computer Accessory Company

In working with one organization that made computer accessories, one of their products was a Presentation Remote. I conducted a number of in field interviews and focus groups, and one of the most common responses to the ‘3-minute’ question was that they were looking for their flash drive with the presentation and loading it onto the laptop, then ejecting the drive to replace with the dongle for the presentation remote.

The result not only led to a better understanding of how customers used their products, but it also resulted in a whole new product that turned the presentation remote dongle into a flash drive as well. The perceived value was huge, and subsequently led to further points of separation in the marketplace.

Example 2: Curriculum Resources

Once again, applying the same process with another organization that creates Sunday School curriculum, I was leading a workshop at a national event and asked the ‘3-minute’ question to a room full of teachers and leaders. A pattern emerged in that one of the most common activities they do right before using Sunday School curriculum is to scramble to the supply closet to gather all the supplies necessary for the lesson.

This is a distraction from what they are supposed to be focused on…and with distractions, comes opportunity. Once again, I was able to gain valuable insight into the circumstances customers find themselves in when using the company’s products. These customer insights are what led to the creation of a Curriculum that includes everything they need “in the box.” The marketing reinforced this message and drove the point home by saying that, “The only thing you need to prepare is your heart.”

Summary

When you understand the nuances of the circumstances in which your customers are dealing day in and day out, you will find that you have increased your credibility when speaking with prospects.

For the aspiring Challenger Sale rep, if you are going to have any chance at getting prospects to think in new ways about their status quo (i.e., Reframe), establishing credibility (i.e., Warmer) is critical. Without credibility, even the most brilliant Reframe will be dismissed as quickly as your introduction was.

When Leaders Get It Wrong

Responsibility, Characteristic of Leadership As the childhood song goes, “When you’re happy and you know it clap your hands.” What about when you’re wrong?

Thursday, I received a phone call from yet another supplier that had the solution, but had no idea if I had that problem. Here is how the call began…

“Thanks for taking my call, Jeff. Do you have 5-10 minutes?” I replied, “I have no idea with whom I’m speaking, nor why spending 5-10 minutes would be in my best interest.”

SPOILER ALERT: This post is NOT about what he did wrong in the sales call. It’s about what I did wrong in my response.

How Should A Leader Respond?

I won’t go into details on how rude I became through the course of this 90 second call, but let’s just say my response to the rep was certainly punitive. Upon hanging up, I spent the next couple minutes mentally justifying my response and why it was okay for me to “teach him this hard lesson.”

This was the moment of truth for me…the moment in which I recognized something was wrong, and realized how I behaved next would be one of those ‘character-defining’ moments.

Fortunately, I had this sales rep’s email address from a previous attempt he had made, and I had the chance to start rebuilding, what I had so quickly and recklessly torn down. I apologized, taking responsibility for creating the low-point in his week, and for showing a lack of respect for him. Additionally, I committed to work on not treating others the same way going forward.

His response showed great professionalism, claiming that the subsequent interaction was the highlight of his week, not the low-point.

It turns out that this sales rep had learned more about the ineffectiveness of his approach through my respect for him as a person, than he did through my critique and rebuke of him as a sales person.

Leadership Tip

It is easy to critique, and call out problems we see in others. In our zealotry to uphold truth, right the wrongs, and teach a better way, we can leave quite a bit of carnage in our wake when our ‘principles’ trump our respect for ‘people.’

As leaders, our approach matters. While we may seek to ‘teach’ new and better ways, we must be quick to recognize the difference between Teaching and Preaching. As I have said before…

“A person who puts their own PR before [t]eaching is merely [PR]eaching.” (Tweet This)

How would you finish the lyrics to the song?
“If you’re happy and you know it, clap your hands. If you’re wrong and you know it…”

1-Question Test of Sales Effectiveness

Sales Effectiveness and Status Quo | Repeatable Success As a general principle, we in the profession of Sales seek to disrupt the Status Quo of our prospects. This is good…and appropriate. Too often, there is one behavior that sales reps exhibit, that can completely undermine their effectiveness in closing the sale.

Following is a simple, one question test. Your answer to this one question will help you determine if you too, may be exhibiting the same behaviors and at risk of compromising your effectiveness in the sales process.

What does the Orange ball represent?

If the picture above were representative of you selling to prospects, what does the orange ball represent? Before racing to find the right answer as so many of us performance-driven and competitive sales people are inclined to do, I would encourage you to pay more attention to your gut response to the question, and less on solving ‘what’s the right answer.’

Common responses to this question typically include:

“Standing out from the competition”
“Differentiating our solution from others”
“Being seen as a Trusted Advisor”

None of the aforementioned answers are bad, nor are they wrong for any sales professional to desire. But key to understand is that these are all byproducts of something much more important.

Misplaced Focus

In each of the representative answers above, notice what was the intended focus for the prospect — Company, Solution, Rep. What did we start out with saying was our primary aim in the sales process? Disrupting the status quo! For the Challenger Sale rep, this is reframing how prospects see the unanticipated or underappreciated aspects of their business problems through commercial teaching and insight.

If that is our primary aim that is critical to making the sale, then why on earth would we want to distract their focus from seeing their business problems with absolute [and painful] clarity. To prematurely talk about or point to anything other than the business problems that are currently, negatively impacting the prospect, causes the prospect to shift focus from resolving their status quo to resolving in their mind, “Relative to other companies, solutions, reps I have dealt with, how do I like this one?”

Seller’s Paradox

While we certainly want to be seen as trusted advisors that stand out from the competition with our differentiated solutions, the more we keep the focus on those aspects about ourselves, our solutions and our organization, the more we look and sound just like everybody else.

There has been tremendous research and studies done on how we make decisions. The layman’s version of the findings is that prospects tend to see more similarities between organizations, solutions and reps than differences. Therefore, when we focus on these aspects about ourselves, here is what the prospect sees…

Disrupting Status Quo | Repeatable Success

Question — If this is truly how prospects see suppliers and their products, what do you suppose becomes the differentiator for how to make their decision? If you said “Price,” you are absolutely right. The answer is not in differentiating ourselves through solution or organization.

Repeatable Success Tip

To stand out in the ‘sea of sameness’ is not to point out how different you are, especially since the majority are already doing that. To repeatedly stand apart from the competition with a differentiated solution is to help prospects see their problems differently. When you effectively do this, the byproduct is that they will see you differently.

Key to this whole process, though is to keep your solution out of the conversation until the end when they have clearly understood the problem. To insert ‘solution’ between you and their problem forces a feature and benefit comparison to what they have already looked at. As my good friend from Sandler constantly says, “Focus on the Problem, not the Solution!”

That’s a good tip for leading to Repeatable Success!

Do Challenger Sales Reps Do Demos?

Product Demos | Challenger Sale Inspired by a very good question in the CEB Challenger Sale forum, I decided to write an article on the topic of product demonstrations relative to the Challenger Sale, addressing some of the questions around this particular subject.

The question posed to the group, was in essence, “What conditions would need to be in evidence before a good Challenger sales rep would initiate a product demonstration?” Excellent question!

Derivatives of the question throughout the forum discussion evolved into whether or not Challengers should conduct product demonstrations at all. Equally good questions! Following is my take on the two questions — Do Challengers do product demonstrations, and if so, where in the sales process would be the appropriate time to do so.

Do Challenger’s Demo?

The short answer to whether or not a Challenger Rep does product demonstrations is a qualified “Yes,” but with some caveats. Let’s look at a couple of them.

Demos don’t define Challengers. Challengers define demos. Not all products require demonstrations, which you already understand. When they are pertinent as part of the sales process, the Challenger conducts at the appropriate time, anchoring back to what the customer didn’t understand about their business or industry in the first place. To be clear, the Challenger Rep is not defined by whether s/he does a demo. They are defined by their behaviors throughout the sales process …with or without a demo.
Challengers don’t win the sale with demos. This will be, perhaps the most important point I make here. If the sale were won at the point of product demonstration, something went wrong earlier in the process as this has just become the Features and Benefits sale. True Challengers shape demand before a prospect ever knew they wanted or needed a solution, then continue to expose problems, consequences, etc. through commercial teaching/insight. Challengers effectively win the sale by selling the problem prior to a product demonstration. Furthermore, the effective Challenger rep will have been leading TO their solution throughout the sales process, thereby making the product demonstration merely ‘confirmation’ of the sale.

When Do Challengers Demonstrate Products?

As a quick rehash of the Challenger choreography, following are the key stages:

Warmer – Prospect Response: “S/he knows my industry/business”
Reframe – Prospect Response: “I never thought of it that way before”
Rational Drowning – Prospect Response: “I’m familiar with the story s/he is describing”
Emotional Impact – Prospect Response: “S/he is telling my story”
A New Way – Prospect Response: “What should I do?”
Your Solution – Prospect Response: “Will your product address these problems?”

With my paraphrase of the Challenger choreography above, the answer to when a Challenger rep should do a product demonstration is quite straight-forward…At the end of the choreography.

To add a little bit more color to this though, following are a few key elements of Intentionality that must have taken place with your prospect prior to a product demonstration occurring:

You taught them something about their business or industry (commercial teaching/insight), that they didn’t appreciate or anticipate before
You effectively led them to the center of their own story (Emotional Impact) and created a compelling need to change
You remained disciplined and left product/solution out of the discussion in stages 1 – 5 of the choreography

There is certainly more to it than these three areas, but these tend to be the primary areas where lack of intentionality and discipline show up in a rep’s process. That said, when a rep has effectively met the aforementioned criteria, the prospects are prepared to confirm their selection of you as their supplier once the demo is complete.

As a bit of an exaggerated visual picture for what this looks like, consider what the audience members looked like each time Steve Jobs was unveiling a new product. It was the Jerry McGuire version of, “You had me at ‘Hello’!” as the audience, both physical and virtual, has already said ‘yes,’ and are merely waiting to see what they have said yes to.

Repeatable Success Tip

Intentionality. Staying disciplined to the process, despite the prospect’s tendency to try to remain outside of their own story and talk about product requires tremendous intentionality on the rep’s part. In fact, for a great illustration on commitment to the process, see the following article on Zappos’ CEO, Tony Hsieh.

To practice intentionality in this area, consider doing the following. In your next conversation with a prospect, pay specific attention to how quickly you begin speaking about your own product/solution. It doesn’t matter if the prospect initiates discussion on product. If you engage and proceed to discuss your solution, prior to the other 5 stages of the choreography taking place it counts. Furthermore, it will typically cost you for reasons I will describe in my upcoming article on The Consequences of Introducing Solutions Prematurely.

Repeatable Success

Creating Intentional, Predictable, Repeatable Successes

Leadership Insights

1 Question to Improve Conversations

Everybody Wants Change, Nobody Wants TO Change

The Problem…

It Happens All the Time…

A Better Way…

A Message for Marketers…

In Conclusion…

B2B: Why Thought-Leadership Falls Short

The Research

Hierarchy of Messaging

Three Limitations of Thought Leadership

1. The Buyer’s Objective with Thought Leadership

2. The Marketer’s Objective with Thought Leadership

3. The Sales Rep’s Objective with Thought Leadership

In Summary…

Don’t Sabotage Your Challenger Sale Implementation

Should Challenger be Mandatory?

3 Minute Rule for Customer Insights