sales interview notes

8/3/2019 Sales Interview Notes

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Products and services nsn

Business

Communication for Service Providers

Customer care support Device management Fixed-mobile convergence Hosting Integrated provisioning Inventory management IPTV Mobile backhaul Mobile TV Outsourcing Unified charging and billing WCDMA frequency refarmingPublic and corporate

Air and maritime Government Railway

1.How to focus

Imagine the incredible results youd have if you and your team really focusedon a consistent

basis.

Youd likely

y contribute morey waste less time ramping back upy serve customers better (internally and externally)y find more customersy come up with more ideasy plan better


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y be less frustrated and stressedy help others focus more (by interrupting them less)y make more money (for everyone including you)

Nothings guaranteed, of course. But its a better bet. (And in the long run, youll enjoy more.)

If you like these ideas, you might also like the authors message on commitment called Cross

The Line. Use this link to watch the quick little video.

____________________

4 ways to knock out the bulk of distractions

1. Establish focus hours with your team (or company-wide) chunks of time each day whereeveryone will allow everyone else to focus (that includes you). No inter-office

communications unless it truly cant wait. At JustSell, ours are from 9 am 11 am and 2 pm

4 pm (4 total hours a day). Youll make mistakes occasionally and break focus hours but

with commitment and reinforcement, everyone will benefit. If youre really SalesTough (see

below if you dont know what this is) in order to minimize outside distractions, let your

family and friends know your focus hours (and turn off your cell).

2. Turn off email alerts and commit to checking it at the most minimal level you feel ispossible for your particular sales world without having a negative impact on service. If

youre SalesTough, most of your inbound emails are probably important but still dont need

attention for at least an hour (if not longer). Be truthful with yourself and set your interval so

everyone wins. If you can set only two or three specific times a day to respond to email, do

it. (See below for what we learned by checking it only 3 times a day.) Consider having an

auto-responder that lets people know when you address your email (e.g., "Thanks for your

note. I usually check my email three times daily (8:30 am, 11:30 am, 4:30 pm). If you need

me immediately, please call my cell/ assistant/ office line.)."

3. Turn off instant messaging services unless your work absolutely requires it to get the jobdone. Having to phone someone or talk with them live (by visiting them) will make you

more aware and respectful of someone elses time (and yours).

4. Avoid the web during money hours unless you absolutely need it for your work. Thedistractions are endlessly wonderful for those whod prefer to avoid making things happen


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(which of course, isnt your goal). If you must open a browser during the money hours (or

focus hours), make sure your home page is something that doesnt have the potential to

encourage you down destruction distraction road (e.g., news or email sites, personalized

pages, etc.). Search and discover outside your money hours or at lunch.1 more

If youre in an office setting that allows you to face away from distraction (the door or other

people not customers, of course), do it.

Managers: Depending on your team, some or all of these ideas might not go over well (we know

firsthand). Involving people in a discussion, asking them for ideas on how to improve internal

focus and minimize distractions, might be a good first step. Also, consistently helping people

remember the purpose behind what it is you do for customers can help gain commitment to your

reasons for focusing. If youre looking for a way to encourage people to push it,take a look at

212.

Questions? Email Sam Parker.

Learn what being SalesTough is. (Why would you want to be anything else?)

See what we learned by checking email only 3 times daily.

More on this topic from others (great stuff)

The Web Shatters Focus, Rewires Brains by Nicholas Carr (Wired Magazine) This one

inspired us to start migrating our links out of our posts, so you can focus.Solitude and Leadership by WilliamDeresiewicz (The American Scholar) This one makes us

want to be smarter people.

If you like these ideas, you might also like the authors message on commitment called Cross

The Line. Use this link to watch the quick little video.

__________

# are you valuable

Do your actions

1. create a positive buzz about you and your work?2. make others want you as a part of their team?


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3. make your employer cringe at the thought of losing you to a competitor?4. make your customers excited about referring you to their colleagues?You want your actions to scream value without the need for you to say a word. This is where

you want to be with those in your company and industry and with those to whom youre

selling.

This is what creates true economic and job security the value you and your team create for

others.

This is care (what its all about).

When you have the opportunity over the next few days, set a reminder to review these four

questions at the end of each month. Then, give yourself a little attention by reviewing them and

creating an action plan to improve in each area where you feel you should.

Easier said than done still needs to be done.

The Fundamentals ofSales Value

Many issues contribute to your professional value. The fundamentals for salespeople begin with

the following:

Externally (among your prospects & customers)

1. How well you and your product/ service help them meet their perceived need2. The level to which your customers & prospects enjoy working with youInternally (within your company)

1. Meeting & exceeding sales goals (dollars & units)2.

Meeting & exceeding activity goals

3. Your intangible contribution to your team (attitude-based: do others find you helpful,inspiring, a pleasure to work with, etc.)

4. Your level of expertise on your own product/ service and industry(evaluating your personal sales value is the 8th principle ofbeing SalesTough


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#Top 30 open ended questions

Open-ended questions are one of the most important tools for those who sell (as long as you

listen).

They help you gather information, qualify sales opportunities, and establish rapport, trust and

credibility.

If you consider yourself a professional, own (absolutely know) a repertoire of powerful open-

ended questions questions that are answered by more than a simple yes or no questions

where the prospect/ customer gets directly involved in the sales discussion.

The key here

Ask the question and let the prospect/ customer give you their answer.

No leading.

No prompting.

No interrupting.

Just in case youve not had the opportunity to put yours down in writing, here are some of our

favorites. You should have several additional questions specific to your industry, but thesell get

you more than started.Write down the ones you find valuable. Memorize them with your team. Practice them on your

drive in or on the way to your next appointment. Print them out. Post them near your phone. Pass

them on to your team.

Its all about sales.

If you like these questions, you might also like the authors message on commitment called

Cross The Line. Use this link to watch the quick little video.

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Information gathering

What prompted you/ your company to look into this?

What are your expectations/ requirements for this product/ service?


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What process did you go through to determine your needs?

How do you see this happening?

What is it that youd like to see accomplished?

W

ith whom have you had success in the past?With whom have you had difficulties in the past?

Can you help me understand that a little better?

What does that mean?

How does that process work now?

What challenges does that process create?

What challenges has that created in the past?

What are the best things about that process?

What other items should we discuss?

Qualifying

What do you see as the next action steps?

What is your timeline for implementing/ purchasing this type of service/ product?

What other data points should we know before moving forward?

What budget has been established for this?

What are your thoughts?Who else is involved in this decision?

What could make this no longer a priority?

Whats changed since we last talked?

What concerns do you have?

Establishing rapport, trust & credibility

How did you get involved in?

What kind of challenges are you facing?

Whats the most important priority to you with this? Why?

What other issues are important to you?

What would you like to see improved?

How do you measure that?


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#sales interview questions

nterviewing your next superstar? Looking for your next sales position?

Heres a list of 31 interview questions in no particular order.

If youre interviewing candidates, use what you like and improve what you dont.

If youre in the hunt for a new sales position, use them as a prep tool and work your way

through. When you come out the other side, youll be completely tuned and ready for action.

(please comment below if you have one to add)

If you like these questions, you might also like the authors message on commitment calledCross The Line. Use this link to watch the quick little video.

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The questions

1. Tell me about your last three days at work beginning to end.2. How many first appointments do you have each week?3.

What do you like and dislike about your sales process and why?

4. What do you like and dislike about the products or services youre selling now and why?5. What attracts you to the industry?6. What are your long-term professional goals?7. What do you do personally for your professional development?8. What are your favorite selling books?9. What type of sales cycle is most rewarding to you? A long cycle for a big ticket item or a

series of smaller, more frequent sales.

10.As a sales professional, what do you see as your primary and secondary roles within acompany?


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11.In your current position, how much time would you say you spend directly with prospectsand customers throughout the sales day and what specifically do you do with them?

12.Describe a situation with a client or prospect where you made a mistake. How did you handlethe error?

13.Describe a couple of instances, big or small, where you took a different tack in achieving anobjective than was the company standard?

14.Describe a time where a creative approach to meeting an objective didnt work and what youdid next?

15.What sales skills do you think are most important to having success in sales?16.What are your top three open-ended questions for initial sales calls?17.In your current sales environment, describe the process you go through to qualify your

prospects?

18.What is the largest group youve presented to (externally/ internally)?19.How do you organize a presentation?20.What do you like and dislike about presentations and why?21.What do you see as the key issues in negotiating?22.What do you see as the key skills in closing?23.How would your present prospects and customers describe you as their sales representative?24.Describe a time your company did not deliver on its product or service and how you

responded?

25.Describe one or two of the most difficult challenges and/ or rejections youve faced in thepast and how you responded?

26.How many rejections do you take in a typical week?27.How do you move forward from a string of rejections?28.What would you say your one or two biggest failures or mistakes were? What did you learn

from them?


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29.What are some of the challenges you see that are facing this industry?30.How would those with whom you work now, across all areas of the company, describe you

and the work you do?

31.Describe a time you led a group of people, the primary challenges you faced and how youhandled them?

#sales process defined

Sales is rocket science. And just as rocket science is built from a foundation of physical and

mathematical laws and principles, sales can be distilled to its very simple laws and principles.

While branded selling "systems" and "approaches" serve several purposes (they help differentiate

sales books and training material in order to sell them better as well as assist in articulating a

message so its easily learned and/ or implemented) the simple laws and principles underlying

them all have remained relatively unchanged since the beginning of time.

Heres the bottom line for your records fluff removed. Depending on what you sell, parts of

the process may not be needed and some parts might need repeating.

Use it as a guide for the in-house sales development of your team or for your personal sales skill

development (you do work on your most valuable asset, dont you?) Focus on one area each

week or month. Print it out. Send it out. Build from it.

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The sales process

Assuming youve identified the features & benefits of your product/ service and youve

identified and defined your target market the sales process begins

1. Prospect2. Interview3. Analyze needs4. Present5. Negotiate


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6. Close7. Service & follow-upThroughout the sales process, the salesperson should be continually

y positively expectanty enthusiasticy asking questionsy listeningy qualifying the opportunity (for both parties)y discovering hot buttons (whats in it for them)y building rapporty establishing trusty developing credibilityy developing a valuable relationshipy addressing objectionsy

planning next action steps

y confirming understandingy asking for referralsy seeking additional opportunities to serve & selly evaluating responses & results (positive/ negative)y affirming decisions (minimizing buyers remorse)#opening statements

Nothing is more important to prospecting (other than actually doing it) than the quality of your

opening statement.


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implementation can be the road to promotion or status within an organization). Youre looking

for several true benefits, not simply features.

Now

Build several opening statements for the different scenarios you might face (e.g., catching a

decision maker without a screen or gatekeeper, catching a decision maker on their way out the

door, delivering the opening statement to a screener or gatekeeper who insists on knowing

what it is in reference to?, for voice mail, etc.). Address each of the following in whatever

order seems most appropriate for your particular sales world (just make sure the benefit to your

prospect is mentioned within the first 10 seconds and its real not fluff).

y Who you arey Who youre with (company name)y What you sell (in very simple terms)y How your prospect will benefit from your product or servicey A question to gauge interest of the prospectKeep in mind

y Opening statements arent meant to close a prospect (theyre meant to get attention andengage someone).

y Maximize every word, syllable, and pause.y Never leave a misleading or vague voice mail message hit them with your complete and

prepared opening (it should be short enough). If it was worth dialing the phone, its worth

leaving your opening statement. You will not trick someone into buying something because

you caught them.

y Never use industry jargon or unnecessary thousand dollar words.y Avoid being vague.Words to consider using


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y maximize, increase, grow [sales, customer retention, productivity, etc.]y minimize, reduce, decrease, eliminate [expenses, customer service challenges, diversions,

etc.]

y profit fromy specific, specificallyy save, conservey accumulate, acquirey preventy

fully

y immediate, nowPhrases to avoid

These phrases may be used at other times during the sales process but they have no place in the

opening statement. They dont create immediate attention orencourage the prospect to

engage with you and therefore can take away from the initial attention allotted to you by the

prospect.y How are you today?y Id like to learn a little more about your business to determiney Were the leading provider ofy We work with several of your competitors.y Id like to see if there are some ways we might work together.y Is now a good time to talk?y Did I catch you at a bad time?Sample opening statements


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Hi, [first name]. We provide [product/ service] in order to help people [take advantage of,

minimize, maximize, prevent, etc.] [something of importance] Im calling to see if this might

be helpful to [you/ and of your clients].

Hi, [first name]. This is [sales name] with [company name]. We provide [product/ service] in

order to help companies minimize their [whatever] expenses and maximize monthly sales

revenue. Im calling to see if this might be valuable to you and your team.

Hi, [first name]. [sales name] with [company name] We help companies fully profit from their

existing resources through our [product/ service] that [does/ has/ have whatever differentiating

point or feature] Im calling to see if youd be interested in discussing how it might help your

[whatever] efforts/ initiatives

Hi, [first name]. [sales name], [company name]. We deliver [product/ service] which might be

able to save you more than [specific percentage] on your [whatever] expenses. Would you be

interested in discussing how it might fit into your environment?

#sales management checklist

Leading a sales team is a complex pursuit with a single objective: to meet and exceed the sales

objectives for the area youre managing. The variables that can impact your success as a leader

are tremendous.

Below is your sales management checklist. Its purpose is to help you stay on top of the primary

issues that should have your attention on a regular basis, and to avoid letting the important

success factors slip through the cracks. Your particular sales world will likely involve a few

more points or slight changes that are specific to you and your team/ company/ industry.

Consistently addressed, these are the sales management fundamentals thatll put you and your

team in front of the pack and keep you there.

(download the complete guide to the left)

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Your people


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y General periodic discussion & reviewy Goals & expectations understandingy Sales skill trainingy Motivation & inspirationy Knowledge training (product/ service/ industry)y Recruitingy Promotions/ new roles/ new positionsy Performance reviewsy RecognitionOperational issues

y Activity numbersy Sales numbers (revenue/ units/ margin)y Sales process reviewy Sales communication review & distributiony Before-and after-the-sale review (processes)y Lead generationy Barriers to remove from sales effortsExternal relationships

y Top customer contact & reviewy Top competitor reviewy Top partner contactSelf-development


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y Management skillsy Additional contributions

#closing checklist

Closing tends to be the most stressful action in the sales process for so many people

salespeople and prospects.

Your responsibility as a sales professional is to work the earlier stages of the sales cycle so that

closing becomes a natural conclusion if both parties benefit this includes, closing

continually throughout the process. Keep in mind, closing is really the beginning of your

business relationship both parties should be excited about working together.

The closing tool is designed to give you and your team a quick and comprehensive checklist of

your need to know points before attempting a standard close (trial closes dont require the

knowledge of all need to know points trial closes serve as more of a qualifying function

and help the process move to the standard close). While it may be valuable to have a basic

understanding of the traditional closes articulated in many older sales manuals (e.g., the

assumptive, the puppy dog, the physical action, the choice, the last chance, etc.), its these need

to know points that create the opportunity for any effective close these are non-manipulative

and universal.

The correct answers to these questions assist in developing the close into the natural conclusion

we all seek in the process.Work through them for each prospect in your pipeline right now and

be sure youre on the right track to closure.

Additionally, weve included some sample closing statements. These are simple statements and

questions that help everyone involved in the sales process move smoothly to closure. Use what

you like, toss what you dont and build on those appropriate for your sales world.

No silver bullets. No slick lines.

Closing comfort comes from basic preparation done well.

Just Sell.


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If you like this tool, you might also like the authors message on commitment called Cross The

Line. Use this link to watch the quick little video.

____________________

The closing checklist

y Is there value in my product or service for my prospect?y What is the hard dollar value? (return on investment, money savings, etc.)y What other value is there? (prestige, safety, non-monetary improvements, etc.)y Does the prospect understand and value the benefits of my product or service?y I

s a decision to buy my offering better than a decision to create my offering in-house (ontheir own)?

y What risk to the prospect do I need to minimize or alleviate in regard to this buying decision?(financial, time of implementation, opportunity cost, prestige, what their boss/peers might

think, etc.)

y What urgency have I created to encourage the prospect to move forward now? (time tomarket, discounts, delivery incentives, guarantees, etc.)

y Why is buying my product or service a better decision than moving forward with mycompetitor (or taking no action at all)?

Sample closing statements

(Closing statement should be delivered or asked with confidence and an expectant attitude.)

y Would you like to move forward?y Are you ready to get started?y Can we go ahead?y We can start the process today with a credit card if youd like.y We can deliver it to you by the close of business tomorrow if youd like.


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y We can have it delivered by the end of the month if we can get a signed contract into theimplementation department by Thursday.

y Should I forward a contract so you can get started?y Would you like to try it for a quarter?y Itll take a few weeks to process and ship the order so if youre interested in moving forward,

we should start the paperwork now.

y Lets get this off your plate and start the paperwork. What do you think?y Lets start the process so you can get onto your other priorities. Sound good?$1. How does one master the art of assumptive closing ?

Answer:

When using this type of close, you first have to pre-qualify it. Meaning, in order to have an

assumptive close, the prospect needs to have the pre-qualification pains addressed. In order to

this, the right questions need to be asked at the beginning of the sale.

At the close re-hash the pains. Go through them one by one, each time, answering Yes, your

product does fill that hole or will exceed it. Remember, never push a square peg in a round hole.

The assumptive close is natural fit, that the prospect, realizes your product is a need for his

company, not a what from an idea you shoved into his head.

$2. Personally, I believe sales closes are best done via trial, then assumtion. I shall explain.

I dont care what youre selling-trial close such as-

Does that make sense? Wouldnt that work for you? etc

(Of course you have to have laid the ground work ahead of time, knowing that any reasonable

person in their position, having had the same conversation with you would respond

YESSSSSSS!)

Then assume, So what I am going to do is open an account for you

So I am going to send out the trial order as we discussed and you should receive it by next

wednesday, if you have any questions feel free to give me a call, do you have a pen and paper

handy therer?Mark down my direct line so yiou can reach me any personally

Or words to that effect.


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Trial then assume. If they stop you, or buck at this type of closing technique, you will be far

ahead of the game, and will usually get a TRUE objection now instead of camouflaged ones.

Just my 23 years sales experience talking.

$3.

#nogotiation guide

Negotiation is your opportunity to demonstrate your commitment (and your companys) to a

long-term relationship and to maximizing value for both parties (for those who sell to

businesses, value is synonymous with return-on-investment).

Sales negotiation can be a formal event (at a specific time and date) or it can be an ongoing

theme at different points in the sales process. Its beyond price and includes the entire value

proposition.

As a professional youre seeking a mutually beneficial relationship with your prospects and

customers (not something that benefits only you or them). Practiced and applied, negotiation

skills can increase the level oftrust and credibility you and your company have with your

prospects and customers.

The negotiation guide below provides you and your team with a quick overview for your next

potential negotiation with a prospect or customer. Use what fits for your particular sales world

and toss what doesnt.

And remember Your success depends more on your pre-negotiation preparation than on the

negotiation moment(s) itself.

Nothing fancy. Just the fundamentals done well.

____________________

Your negotiation guide

Before negotiating begins

y Avoid negotiating unless youve had an opportunity to fully present your value proposition


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y Understand the objections raised up to this point in the sales process and identify what yourprospects or customers hot buttons (main points of interest) may be based on these

objections

y Be prepared to illustrate how your offering will be used by them andquantify thevalue theyll get

y Be certain youre working with a person who has the authority to negotiate and makedecisions

y Adopt the right negotiating attitudey Be confident in the value your product or service will returny Be prepared to be patient (which can lead to higher trust)y Be prepared to work toward a solution that works for everyone (really)y Know in advance at what point the agreement is no longer beneficial to you and your

company and be prepared to walk away

During negotiation

y Use open-ended questions to confirm your understanding of their needsy State your understanding of how the prospect or customer will benefit from your product or

service confirm this is accurate by asking

y Be prepared for tactical responses from prospects and customers whether its the flinchfollowing your price quote or silence dont react and instead respond with more questions

y Listeny Dont rush to fill pauses be comfortable with moments of silencey

Be prepared to change the value proposition to support price concessions support yourprice integrity by adjusting the overall value (e.g., change delivery times, follow-up

schedules, service period, etc.)

y Try to identify agreement on small items to help develop positive momentum summarizethese agreements periodically


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y Take notes to demonstrate your commitment to the negotiation and to help you findopportunities to summarize the smaller agreements verbally with the prospect/ customer

After the negotiation

If agreement is reached

y Summarize verbally and/or in writing the agreement for all appropriate partiesy Thank the customer/ prospect for their time and reinforce the purchase decision (without

cliche)

y For your next negotiation, review the points that seemed to help move the negotiationprocess forward study them, know them, use them

If no agreement is reached

y Sincerely thank the prospect/ customer for their time and commitment to the processy Avoid appearing annoyed or disappointedy Give the prospect/ customer an "out" or an opening for them to come back to you and your

company in the future (have this statement prepared)

y For your next negotiation, review the points that seemed to prevent the negotiation processfrom moving forward study them, know them, and act accordingly

$The point about working with the person who has the authority to negotiate and make decisions

is the absolute backbone to the above guide.

Also, for all you prospective dealmakers out there, make sure to negotiate from a position of

strength by first qualifying that the prospect actually wants what you have before attempting to

lift any barriers to entry. And, before entering into any type of negotiation, it is critical to ensurethat all other objections to moving forward have been overcome, and that nothing else stands in

the way of closing the deal except for the issue/s to be negotiated. Keep in mind that there is

nothing more demoralizing for a salesman than rushing to negotiate a solution to one problem,

only to find out that the prospect still has other concerns or worse, was never completely sold in

the first place.


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# the 8 objections

Objections are a requirement to a successful sales day. In fact, without them, youre likely not

engaging your prospects and customers.

Its the introduction of an objection that can spark a flow of information that can help you further

qualify a sales opportunity and better understand the needs and current environment of your

prospects. For this reason, you should work to embrace and understand the true objections you

might be facing.

When companies and individuals have an objection to making a purchase, its one or some

combination of the following eight.

Review them. Know them. When youve hit a wall, check your sales opportunity against them.

Understanding the true objection(s) will help you get one step closer to where you need to be

whether its to the next stage with your current prospect or investing your time elsewhere.

____________________

The objections

1. Lack of perceived value in the product or service2. Lack of perceived urgency in purchasing the offering3. Perception of inferiority to a competitor or in-house offering4. Internal political issue between parties/ departments5. Lack offunds to purchase the offering6. Personal issue with the decision maker(s)7. Initiative with an external party8. Perception that its safer to do nothingNow go sell something.~>

(number 8 will be one of the most frustrating for you)


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If you like this, you might also like the authors message on commitment called Cross The

Line. Use this link to watch the quick little video.

#

sales interview notes

Documents