Промышленный лизинг Промышленный лизинг  Методички 

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At first, she was excited about trying something new and simple. But, of course, nothing is as simple as it first appears to be. In applying the probing model, Ellen quickly became discouraged. Her performance got worse instead of better. Customers were becoming annoyed with her. Some even asked her to leave the office. Ellen couldnt stand the rejection. She hated those problem questions. They only annoy my customers, she complained.

This charming and likable person seemed to be losing her interpersonal skills. And then there was the problem of her deteriorating performance. My customers think Im prying too much, she said. Im a failure.

Ellen, an outstanding hire, was about to give up because she thought she was about to fail.

GIVING UP IS FAILURE

Fortunately, Ellen didnt fail. As youll see, we found a way to get the most out of her, to redirect her so that she could succeed for herself and for the company.

Rejection is not failure. The only way people fail in sales is by giving up. In the videotape Do Right, former Notre Dame football coach Lou Holtz says that we all face adversity in life, some of us more than others. According to Holtz, the people who win are the people who handle adversity best. Theyre the ones who dont give up.

As it turned out, Ellen ended up handling her adversity like a winner. She didnt give up. She identified one specific area of weakness in her skill of asking focused questions. Before her sales calls, she and I wordsmithed examples of problem questions that she expected to ask in upcoming sales interviews. She began anew and worked hard to effect a behavioral change in her selling. This



story has a wonderful ending. Her vibrant personality, coupled with her increasingly effective probing skills, enabled her to become the top salesperson in her division in the central United States for Xerox.

The trait of never giving up and always coming back to fight another round is lodged deeply in the outlook of successful people and is a trait that recruiters cherish in a candidate. As former Xerox recruiter John Cuny stated, Show me someone who wont give up at the first sign of adversity and Ill show you a person who will be a winner someday.

REJECTION

Its pretty easy to believe that rejection means failure. Its human nature to feel bad about rejection, to take it personally. But this just isnt true in sales. In sales, although yes means success, no doesnt necessarily mean failure. When customers say no, theyre just saying that they dont want to buy right now. And thats okay. Theyre not saying that the salesperson is a failure. Salespeople who believe this fallacy arent looking at the big picture. They dont see that a no is just a rock to be hurdled on the uphill road to top sales performance. They see rejection as failure and see themselves as victims. Managers who let salespeople believe this wont get the most from the best.

SALES CALL RELUCTANCE

The consequences of falling into this sales trap are serious. If you believe that rejection is failure, the chances are good that pretty soon you wont want to make sales calls. Youll want to sit on the bench. Sales call reluctance-the fear of making sales calls-may come when a salesperson:

A Feels inadequately prepared or trained to make the call



A Lacks the drive and motivation to make the call

A Believes that, because of his or her workload, he or she doesnt have enough time to make new business sales calls

A Doesnt like the job and so doesnt make the effort

A Doesnt believe that new business calls are as crucial to his or her success as retaining current customers

A Fears rejection by the customer on the call

Although several of these reasons may keep a salesperson from making sales calls, in my experience its the last one-fear of the buyers rejection-thats at the top of most peoples list. Ask yourself this question: Are you generally more excited about visiting someone who wants to see you or someone who may or may not want to see you?

The belief that rejection is failure is simply the wrong inference to make from the facts. In sales, everyone faces rejection every day, and no one likes it-not even top performers.

SUCCESSFUL FAILURE

Top performers dont give up. Theyve embraced the concept of successful failure. Successful failure is learning from your mistakes so that you dont make the same mistake again. Thomas Edison experienced 10,000 failures before he hit on success and invented the light bulb. Edison counted all these failures as part of his success and said, Our greatest weakness lies in giving up. The most certain way to succeed is to always try just one more time.

Successful failure incorporates the idea that if you accept failure and learn from it, youre more likely to be successful in the future. Babe Ruth had 714 home runs-but also 1,330 strikeouts. Hank Aaron, who beat Babe Ruths record, had 755 home runs and 1,383



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