Velocity Selling TV – Episode 63 – Step 2- Setting Parameters

Guide to Selling

In the latest episode of Velocity Selling TV, Bob Urichuk and Matthew Whyatt discuss how to set the parameters in a conversation after you have built rapport.


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Velocity Selling TV Episode 63: Step Two, Setting Parameters
Bob: Welcome back to Velocity Selling TV, my name’s Bob Urichuck founder of Velocity Selling and today we have Matthew Whyatt the CEO of Velocity Selling down in Australia. Great to see you again Matthew.
Matthew: Good to be here again Bob. I’m really enjoying the process. Sixty-three episodes, it’s been more than a year of going through this, so let’s dive in.
Bob: Ok. Last week we talked about building rapport and how important it is to build a commonality, the trust factor, mirroring and matching. And of course, looking at the different communication styles, visual, audio, and kinaesthetic, and that’s all in episode 62. We ended episode 62 with- how do we know when we have rapport? When the buyer’s really open with you and talking openly and laying it all on the line. However, we then have to continue in our conversation because time is money. Matthew, we built rapport, we’ve got there, we’ve completed step one of the Velocity Selling system, how do we enter step two?
Matthew: Bob, it’s really simple.
Bob: Role play if you want.
Matthew: We do that with a question by actually asking how much time they’ve got set aside for today. I usually interject, if we’re talking about their dog or their fishing trophy or whatever it is, ‘Hey, sorry to interrupt, but how much time do we have set aside for today?’ And the client could say ‘Half an hour’. Ok, well let’s make sure that we go ahead and achieve everything we wanted to achieve, or that you wanted to achieve. Are there any particular agenda items that you’ve got set out for this conversation? And the customer might say, I want to make sure of this, this, and this, and what have you got to offer? I say Ok, what do you feel is the outcome that will make this a great meeting. What would be the outcomes of that? What we’re trying to do is get them speaking, continuing to speak more than we speak, but we’re actually starting to re-direct the conversation over to the area that is of particular interest or of pain for them.
Bob: Now, before you get into that area where they have their problems, what must you always get permission for?
Matthew: As I was just about to say, what we want to make sure, we then ask, DO you mind if I ask questions and also, do you mind if I take notes?
Bob: Exactly.
Matthew: Absolutely got to do that – nobody’s ever said no, you can’t take notes, well nobody’s ever said that, if they did we’d probably have to think on our feet reasonable quickly.
Bob: I’ve had it happen once. I’ve had it happen once to me and the person said No, it’s all confidential and it’s not about you taking notes for yourself it’s about if somebody else ever got your notebook, so no. Point blank. So no problem, pen went down, paper went down and I said fine, no notes and I just ended with Do you want to ask the first question or do you want me to?
Matthew: Fantastic. That’s how we want to roll forward and we also want to make sure that we set the parameters. One of the parameters I like to set at this point is talk about the biggest objection that we hear. Sales people often hide from their objections. They often hide from the fact that they’re the most expensive in the marketplace and that’s a point I like to bring up. Hey, Mr. Chuck, whilst we provide and add value to the marketplace, we are a more expensive provider, is that going to be a problem? And what that does it really brings out to the floor. So whatever your biggest objection here is, for the salespeople listening and the business owners listening today, bring that up and nail it between the eyes.
Bob: Exactly. That’s excellent Matthew. We go in, we set parameters by excuse me, how much time do you have set aside, what’s your objective – what do you want to accomplish today? Permission to ask questions, take notes? We make them comfortable with no or yes, but we get them to work on an honest, yes/no basis because think it over really means no and it ends up wasting peoples time. We deal with biggest objections and what should we do next? That’s fantastic. So now, we’ve got parameters set, so next week we’ll get into Step Three, Buying Motivators. This is where we start to ask the questions on the problems or the pains or pleasures that they want to relieve themselves of and take it from there. Thank you Matthew, we’ll see you next week.
Matthew: Fantastic, bye for now.
Bob: Sounds good, buying motivators, episode 64, next week.
Matthew: Fantastic.





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Velocity Selling TV – Episode 62 – Build Rapport – The first and most important step.

Sales Rapport

Join Matthew Whyatt this week with the latest episode of Velocity Selling TV. Building rapport with your potential client is one of the most important and vital steps to effectively communicating as well as being a key component to being a salesperson.



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Bob: Welcome back to Velocity Selling TV. It’s great to see you again Matthew, it’s been a couple of weeks. I understand you’ve been really busy sharing a lot of information on the competency section of the Velocity Selling system with the world, have you?
Matthew: I have absolutely Bob and I’ve really enjoyed the last couple of weeks. Not because you weren’t here, it’s just that I got the opportunity to dive into the areas that really excite me about the Velocity Selling System, so what I promise the good listeners today is going a bit deeper through the eight steps. Hopefully last week you would have seen that I offered everybody a download, so if you didn’t get that download grab it at the bottom of this video as well and let’s go through it together just so we can unpack all of the elements of the Velocity Selling system. How’s that sound Bob?
Bob: Excellent. Ok, so, as you know Matthew the very first step I think, somewhere in one of the past episodes we talked about how buyers buy. Now, we’re giving you a system that basically engage buyers. Of course, the very first step with a buyer is you got to get that trust. Now that’s what rapport is all about. Now Matthew, how do we go about building rapport? How do we get that trust to the buyer so that we can move on in the sales process and helping them think they are in control?
Matthew: Well look Bob, building rapport is one of the key ingredients to being a salesperson. What we’ve found is we need to make sure, as you know, buyers buy from people who know, like, and trust you and the way they do that is by you building a level of rapport. So really it’s like having a conversation like you’re a human being, you’re actually care what they do. So I’ve got a couple of my favourite rapport building questions and I will share with those in a moment. So all we want to do in this overall category is you want to find commonality. Find common ground you’ve got with a buyer. You know, speak about common interests. Ask about some opening questions about how they got into their business. That’s one of my favourite questions actually – How did you get into that? And then they’re talking about themselves, well that’s their favourite subject. A person’s favourite subject is themselves so get them speaking about themselves. If you notice something on the wall of their office, a fishing trophy or a cricket thing, or cricket in Australia, oh you know maple syrup can for you in Canada, we want to make sure that we have that conversation about it. It’s not being about fake, it’s actually about building that relationship. Go ahead.
Bob: It’s just human behaviour. People love to talk about themselves. What we have to do is engage them and get them talking about themselves. The more they talk, the more we listen, the more we learn and the more they trust us. So what are some techniques that we could use in building rapport, you know besides finding commonality and showing our interests in them and getting them to open up?
Matthew: Well look you know obviously, not obviously, one of the things that I found really important through linguistic programming is the mirror and match physiology. What that means, it’s not mimicking, mimicking is doing things at the same time as the other person but if they’re particularly engaged and leaning forward, then you slowly, move your physicality to be leaning forward. Or if they’re leaning back with their legs crossed do the same thing. It’s not about mimicking, it’s about having a person know, like, and trust you and making sure that you’re somebody like them. So mirror and match. And also in their tonality. If they’re a quiet speaker, then don’t yell over the top of them. If they’re a loud speaker, don’t whisper. So it’s about doing business with the people they like.
Bob: Again, matching tonality. One of the things Matthew from the linguistic program is they created a rapport pie and that’s where words, people is most communication is words and people don’t get it but words only represent 7% of rapport building.
Matthew: That’s right.
Bob: 23% then is your tonality, and what is it, 70% is your physiology. Our body speaks louder than words that’s why it’s so important for facial gestures, the way people stand, look at them. It’s mirror and matching, it’s being like them because people like people who remind them of themselves. So we have to make sure we don’t mimic and make fun of it or anything like that. And they’re special techniques there. Go ahead Matthew.
Matthew: So look, as we go through it, I’ve already mentioned opening questions and we’ve already mentioned in previous episodes the power and importance of listening. Switching on your ears and you know, your parents probably even said, two ears, one mouth, use them in the appropriate manner. So do that, listen to what the customer is saying and actually talk about what they’re talking about. Don’t’ just redirect the conversation back to where you want to go. And the last part, is the really important chapter to really understand is determine how they communicate. Are they a visual, are they an audio, are they kinaesthetic person?
Bob: Exactly.
Matthew: Visual people will say -how to pick up a visual person very quickly is they might look up to the right trying to access the future and they might say, Well I don’t see how that works. So they use words that reference their ‘visually’ how the world works. An audio person might say, So I’m not really hearing you, tell me more about that.
Bob: Words are very important to auditory people.
Matthew: Exactly.
Bob: They’ll be the ones to read the fine print in the agreement.
Matthew: That’s exactly right and so kinaesthetic people are feeling. How do you feel? So when you pick up somebody saying Oh, how do you feel about that? And they actually start engaging with their question, you can uncover that they are a kinaesthetic person. Go ahead.
Bob: I was just going to say Matthew, by the way, in the book Velocity Selling and even on our online sales training program we provide a little – and we can provide a to our listeners here – is the questions how to determine what your predominate sense is- whether you’re visual, kinaesthetic, or auditory. Because you know what you are and you got a major one and a secondary one, you’re third one is where you are weak but at least you can understand it better. It can help you become a better communicator with your buyers.
Matthew: Absolutely Bob. Look, I’ll provide that download for people also. Hey guys look, rapport is – we’ve taken a bit of time on this one. Rapport is super important to get right simply because if the person knows, likes, and trusts, you’re they type of person they want to do business with, then you’re going to be in a much better position than if you move through the step. Now let me be really clear, as we go through the eight steps of the buyer focused Velocity Selling System, these are steps. We can’t miss a rung on the ladder, we can’t miss a step in this process. Because if you haven’t got rapport, you can’t ask the questions that are coming up next and we really want to start uncovering their real needs. So Bob, I’m going to leave it there if that’s ok with you and we’ll come back next week and talk about the next step.
Bob: I just want to add one thing. Matthew, when do you know if you have rapport?
Matthew: Well, you know you have rapport when the person won’t stop talking.
Bob: Exactly. And that’s where you want to get them to, to the point where they’re so comfortable talking with you that they’re talking openly and freely you know then that you’ve got rapport. Then you can move on to step two, setting the parameters which will be next week’s episode. Thanks for contacting us again today Matthew, congratulations and thank you for doing all that work in my absence, I look forward to seeing you next week.
Matthew: Fantastic Bob. Bye for now.




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Velocity Selling TV – Episode 61 – Be a Doctor of Selling

Recruitment

Join Matthew Whyatt this week with the latest episode of Velocity Selling TV.



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Welcome back to Velocity Selling TV. I’m your host Matthew Whyatt, we’re still without Bob, but he’ll be back in a couple of weeks. So what I’m going to talk about today is: we’ve been invited to the office, we’re sitting down, we’ve got permission to ask questions, so what do you do? Well first of all you want to build a relationship.
The second part, we want to go ahead and understand their criteria. So we want to understand how they set parameters, or how we set parameters, how they make a decision, their financial ability. Third, we want to then prescribe a solution – and that may not be in that meeting and the fourth part is maintaining relationships.
So the conversation we’re going to be having over the next coming couple of weeks is how to do each one of those parts. And I’ll give you a little bit of a download in this episode. Click below and you’ll get the 8 step Velocity Selling System and that breaks out how to build the relationship, how to get permission to ask questions, how to go ahead and make sure you’re fully unpacking all of the elements of the buyer’s journey. Because it’s not about finding one idea and diving on it, it’s actually about being a little more patient.
It’s actually going ahead and not just hearing a problem and trying to fix it, it’s about hearing a problem, understanding how important that problem is, how it impacts them and their business and their family, and then making sure it’s urgent, how urgent is it, and then, only then, when you fully understand, you can prescribe a solution.
And we use the word prescribe very deliberately. We’re very much, we see ourselves as doctors of selling. I think that term’s been around a long time but I really like it because a prescription without diagnosis is malpractice. And so if you’re going to go ahead and say ‘I see that you’ve got this and here’s the fix’ and you haven’t really understood how urgent it is, that’s when the think about its happen.
And the think about its is the bucket and the black hole of where a lot of sales happen. I was speaking with a friend of mine who’s in sales and they have something like 200 proposals sitting out there in the market place- well that’s a lot of thinking about it and not a lot of closing business.
So we want to make sure that it’s really urgent need before we go to work. Because in a lot of cases customers say yeah, yeah, send me a proposal, but it’s not urgent so that’s sort of a polite way of saying get out of here I’m not that interested. So you spend the effort, time, and money, building out a proposal and there’s no heat on it.
And of course the last part is maintaining relationships. How do you go ahead, whether they qualify or not, still get referrals?
So stay tuned over the next couple of weeks and we’ll get into those things.
Thanks very much and don’t forget your download. That’s the 8 step buyer Velocity System. I think it’s one of the coolest things we’ve done and it’s the basis of how we actually sell. So it’s the Buyer Focused Velocity Selling System and that will be in the downloads below.
Thanks very much, bye for now.





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Velocity Selling TV – Episode 60 – We don’t do Brochures

Join Matthew Whyatt this week with the latest episode of Velocity Selling TV.


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Hi, welcome back to Velocity Selling TV. I’m your host, Matthew Whyatt and we don’t have Bob Urichuck this week but you’re in safe hands. So, last episode we spoke about how we’re going to get invited to the customer’s office. Now here’s a really crucial piece: most salespeople will show up with their briefcase in hand or their brochure pack under their arm, and try to do a dog and pony show.
That’s not how modern selling works.
Remember, we need to build a relationship. We need to understand whether or not this person qualifies. Now we’ve done a little bit of work at the beginning, we understand whether or not they are somebody who are in the right zone for our customer base, they’re in our target market, they are an A class, or potential A class customer. But you already knew that.
You knew that because you bothered to do some research on LinkedIn, on their website, read their blog, understand a little bit about their business. Once you do that, you can walk in there a little more comfortable.
So, you’ve been invited in. You walk in, and what do you say? Remember, you’ve been invited you haven’t gone ahead and tried to grab ten minutes of their time or pitched them anything. So as you walk in, you thank them for the invitation. “Thank you very much Mr. Jones for inviting me to your office”. Once again, it puts them in a comfortable position. They say no problem, you come through.
Now what you’ve got in your hand – not a brochure, not a briefcase to be seen. Because what happens, most salespeople show up with their brochures and their briefcases and everybody is sort of trying to look over there. What’s in that person’s briefcase? Or, I’m going to rely on that and I want to show you what I’ve got in my briefcase.
So I teach every single salesperson and business person that I work with to show up with a pen and a notepad, that’s it.
Because you’re not there to sell them anything. You’re there to continue to build the relationship. You’re there to learn.
And that’s when you get into understanding their business. You ask, your permission to ask questions. “Just so I can help you best, do you mind if I ask you a few quick questions?” is a question that I will ask 100% of the time. And you know what? I even ask that in every single meeting, even if it’s the third or fifth meeting. The person says, of course, but once again, it sets the scene.
You’ve got ownership and control of that conversation and then you can drive forward with your questions.
So guys, I know that’s a short episode, but there’s one lesson in there, one tiny tid bit. That is:
Do show up with a pen and pad. Don’t show up with your briefcase full of brochures.
You’ve probably got your briefcase and your brochures in the car, leave them there for now. It’s not about your product, your service, your widget, It’s about the customer and whether or not they’re a good fit for you. Do that one thing, get invited, and thank them for the invitation.
Thanks very much, talk to you later. Bye for now.





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Velocity Selling TV – Episode 59 – Building a Relationship

Join Matthew Whyatt this week with the latest episode of Velocity Selling TV as he discusses how to build a great sales relationship over the phone.


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Velocity Selling TV Episode 59: Building a Relationship

Hi Matthew Whyatt here with Velocity Selling TV. It’s just me today because it’s Easter time and Bob is, as everybody here knows, is in Canada and I think he’s tapping a Maple tree for maple syrup, that’s actually true. So that’s not a cliché, Canadians actually do that sort of stuff.
What we’re going to be talking about today is relationships. And I just want you to think about the relationships you currently have in your life. Whether it be business or personal. Have a think about them. How did they actually start? They probably started with you being interested in that person. And how do you be interesting? By asking questions and genuinely listening.
Now we’ve spoken about this in a previous episode but I want to remind you of that. How does that relate to a sales situation and how do you go ahead and start that sales conversation?
There’s a couple of key points and key elements I want to teach you today that will help you get in that door. The first thing I want you to remember is – whether you’re selling business to business products, or business to consumer products, you’re actually dealing with human beings. What we like to say is we’re dealing H to H- human to human.
Of course, most of the time you’ll be building on relationships and working with those people. So how do we do that?
What I would like to share with you is how a lot of my clients open the door to start building that relationship through the telephone. A lot of the times salespeople will make a cold call with very little research, with very little effort actually being put in to that initial effort. It’s about a smile and dial approach. That might have worked, 20, 30 , 50 years ago, but it just doesn’t work anymore. You really need to understand just a bit about the person, you have to understand a little bit about the business.
So when you first pick up the phone to make that conversation, to make that call, know something. One of the best scripts that I’ve used and that I teach people to use is to first of all, know what you’re going to say, that’s a script of course and then discuss what is actually important to that person’s business. Now there’s a whole range of strategies that you can get into and talk about there, but let me just talk about one idea.
I’ll open the conversation along the lines of: Hi it’s Matthew with Velocity Selling. Hey, I noticed you did this. Or, I can see you are currently doing these things, or I read on your blog, you’ve got that. And we currently are helping an existing customer. Now that customer might be someone in their industry and it might even be a competitor. So we’re currently helping XYZ company with their sales training or we’re currently helping them with their accounting and we show them how they can actually raise their productivity by 25%.
So think about the structure I just used. I introduced myself, let them know that we are calling in relation to how we’ve helped others and how we might be able to help them as well. Of course if you can give them a little bit of detail around what you have done for the other people, much better.
And then, we want to respect their time. Have you got a moment to speak about that? So usually I found just having the person understanding your currently working in their industry, and understanding that you’re happy to share with them some other ways that other people are getting the advantage, has put you in a really good position.
The next part, once you’ve started to ask questions, I wanted to walk you through the process of actually getting invited to their office. Now, often salespeople will say, can I come in and talk to you or coffee, or can I show up at your door, sort of stuff. Now let me just change one or two words here, it’s going to give you a lot better ROTI – return on time invested with that call.
And that is using the invite. After you’ve had a conversation, and I’ll break that conversation down for you in the coming episodes, but I just want to talk about the overall strategy of getting that appointment, getting in the door. So, I would say something along the lines of – once you identify one or two issues that is an issue for them, you say: Do you ever invite people to your office to discuss issues like this?
Most of the time they’re going to say, Well actually, yes. I say, when would you like to invite me? Just by changing that invite part to hey can I grab a bit of your time, can I buy you a coffee, or whatever you’re starter is, that person goes from resistance to accepting.
Let’s say they invite you into the business.
I know I’ve gone on a little bit long on this episode. I just wanted to talk about that relationship stuff. I wanted to talk about the fact that we’re dealing with human to human, respecting their time, and giving them a bit of value in that first conversation.
Well guys, thanks very much for your time. I look forward to talking to you next week. Bye for now.





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Velocity Selling TV – Episode 58 – 5 Positive Outcomes to a Sales Call

Join Bob Urichuck and Matthew Whyatt this week with the latest episode of Velocity Selling TV as they explore the 5 Positive Outcomes of a Sales Call.



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Velocity Selling TV Episode 58: 5 Positive Outcomes of a Sales Call
Bob: Welcome back to Velocity Selling TV. This is Bob Urichuck and I’m with Matthew Whyatt down in Australia today. Welcome to the show once again Matthew.
Matthew: Thanks very much Bob. I’m actually really excited about this episode because it’s something I’ve just taught to a group of sales people – and that’s the 5 Positive Outcomes to a Successful sales call. Well, actually to any sales call.
Bob: So what are they? What are those 5 positive outcomes?
Matthew: So the 5 positive outcomes are- I teach it like it a stack so if you think of it as steps. Now of course every sales person or business owner if you’ve done your job and you’ve gone ahead and prescribed the right solution, you’re going to get the yes. That’s a definite positive outcome.
Bob: Definitely number one is- we’re going to get a sale, we’re looking for a yes, that is a positive outcome, that is the best of them. That’s why it’s number one, that’s good.
Matthew: That’s what we’re going for. Number two – and the reason we say this is number two is actually a no. And the reason no is important is because you know, we’ve got plenty of leads to work with, you’ve done your work, you’ve got other people to talk to, you could probably disqualify a customer like I did yesterday. They weren’t a right fit for the business so I, in a loving and caring manner, disqualify them and I’ll get to what I did in a moment. Go ahead?
Bob: Before we go into the third, it’s important to understand that a lot of sales people take no as personal rejection and you should never take it as rejection. You’re the person that’s supposed to be in control of the sales process in qualifying the buyer. If the buyer’s not qualified, it’s up to you to reject them with a no and no is a positive outcome. It saves you time, you don’t waste any more energy, effort, and you move on. So a yes, and a no, those are really two positive outcomes right there. That’s good. What would be the third one?
Matthew: Absolutely. So the third one is a clear future. Not every sales call is going to result in someone handing the check to you or going forward so you want to go ahead and create a clear future by asking questions like ‘So what do you want to do next?’ and ‘Where do you want to meet next?’ and of course getting commitment which we’ve talked about in previous episodes, how to actually get the person to commit to you, because salespeople often make commitments to customers and the customers don’t make enough commitments to salespeople. So this needs to be a 50/50 deal.
Bob: And what you’re saying as salespeople we have to always be getting commitment from the buyer so we have a clear future. In a sales call we got a yes, a no, or a clear future which means, we’re going to meet next Wednesday at 2:00pm or whatever, but a clear future you know exactly what’s going to happen next, that’s great.
Matthew: Absolutely. So what’s, one of the worst one is you’ve actually gone ahead and failed. But the good thing is, the good news there is, that’s an unclear future, and that’s a failure is actually a positive if you turn it. Turn a little bit and try to find that lesson learned. Now what is F.A.I.L stand for Bob?
Bob: First Attempt In Learning Matthew.
Matthew: Absolutely. So what we want to do is we want to make sure we’ve learned that lesson. The fourth positive outcome of a sales call is a lesson learned. What could you have done better?
Bob: So what you’re saying is: if you didn’t get a yes, if you didn’t get a no, and you didn’t get a clear future, you failed.
Matthew: That’s right.
Bob: if you didn’t get one of those three, you fail. So you have to reflect on yourself and say ‘where did I go wrong?’ I didn’t get a yes, I didn’t get a no, and I didn’t get a clear future. What do I need to do differently next time? What’s the lesson learned so that I can be better at this the next time and walk away with a yes, a no, or a clear future? So if you don’t get those three, you fail, you get a lesson learned. That’s number four. Now there’s a bonus one, number five. What would that be?
Matthew: Well number five is asking for a referral. That’s exactly what I did yesterday when I was actually speaking with a customer. I disqualified them, it was a good read that it wasn’t a great fit for us and we spoke about how – who else do you know in your network that you work with, that you network with that you could actually get value out of this and I actually got a referral just yesterday out of doing that exact thing.
Bob: Well that’s fantastic because you know what, if you don’t ask you don’t get.
Matthew: Exactly.
Bob: So let’s do a quick summary here: We’ve got a yes, a no, a clear future, – you don’t get one of those three, you fail, you get a lesson learned. And once you get a lesson learned you improve the next call to make sure you walk out of there to get a yes, a no, or a clear future. And of course the bonus one is ask for referral, you don’t ask, you don’t get. That’s fantastic Matthew. We’re at the stage I think where we’re about to share the system, the step by step process with everybody so why don’t we save that for next episode and we’ll see everybody again next week. Thank you for your time and thank you Matthew for participating again this week.
Matthew: Good on you. Bye for now.
Bob: Bye-Bye.





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Velocity Selling TV – Episode 57 – 3 Listening Techniques

Sales Coaching



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Velocity Selling TV Episode 57: 3 Effective Listening Techniques
Bob: Welcome back to Velocity Selling TV and welcome back Matthew.
Matthew: Hey Bob, how are you going?
Bob: Great. Now, last week we talked about listening skills and I thought maybe you could share three techniques – three listening skill techniques that people can use and practice and get competent at.
Matthew: Yeah ok. The three that are…parroting, where you essentially say back to the person what they just told you and their explanation just to make sure you’ve got it right. The one that I use the most would actually be the paraphrasing. Let the person speak and just take notes. And of course you’ve got to get permission to take notes. You take the notes and you say, ‘What I’m hearing is: this, this, this, this, and this,’ and what I always like to ask ‘And what else’? Expecting there to be more, not just saying, is that all? Because a person, once again, we know that people are generally closed, and a little bit lazy, and I just want to give you, as a salesperson, a little push, an answer. At this point, you want to go a little bit deeper, as I said in a previous episode. So what we want to say is ‘And what else is there?’ Poised, eyebrows up, pen at the ready, because you are actually actively listening. So these are called active listening skills. And the third one is feeling feedback. So for example: ‘Hey we’ve had a big day out on the snow today and what I need to do is interpret that, come back and then say ‘Oh well you must be tired, or you must be sunburned or whatever that is.’ What you want to do is you want to create that feedback loop where you hear and understand what they say. Alright then. That’s basically what, I’m sorry Bob?
Bob: Or what they’re not saying.
Matthew: Or what they’re not saying. That’s perfect.
Bob: Yeah. Because feeling feedback gives you a much deeper look at it. You’re actually being more empathetic, you’re putting yourself in the buyers shoes and you feel where they’re coming from and you are using your words but you are, how can I put it, they’re not revealing themselves, you’re feeling it and expressing that.
Matthew: That’s perfect. So they’re the three listening techniques that we use and we want to make sure that once again, it’s called active listening because you’re using two of these and one of that.
Bob: Well said. Have a great week Matthew.
Matthew: Good on you Bob. Bye for now. you want to go a little bit deeper,





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Velocity Selling TV – Episode 56 – Listening Skills: Standing Out from the Crowd

Sales Training

Join Bob Urichuck and Matthew Whyatt again this week with Velocity Selling TV Episode 56: Listening Skills – Standing Out from the Crowd.





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Bob: Welcome back to Velocity Selling TV. We have Matthew Whyatt in the Gold Coast with us. Matthew, last week we talked about creating questions to listen to, where do you want to go with listening skills this week?
Matthew: One of the things I love to talk about is actually standing out from the crowd from just the regular sales person. You know, buyers of course are you know, waiting for the sales person to pounce on whatever they say. So they sometimes in the first answer that they give, is a little bit reluctant or a little bit guarded.
Bob: It’s not quite the truth.
Matthew: And it’s always the first answers, not always the truth. You know, ‘How are you today?’ ‘I’m fine’. ‘How are you really?’, ‘Well, actually I’m not great.’ So you know, you want to make sure that we’re going a little bit deeper and standing out from the crowd. So how you do that is when a customer says ‘Hey, do you do this?’ Rather than saying yes or giving them a solution, you actually want to question their question. You want to say ‘We have a lot of options available, is that important to you?’ Now that might relate to housing sales or computer hardware, it doesn’t really matter but just going a little bit deeper to really uncover their needs. And if you can do that, you’ll stand out from the crowd, you’ll be different from the previous sales person who goes ‘Yeah, we got one of those’, and just looks to the customer.
Bob: So what you’re saying Matthew, is by questioning the answers they’re going deeper and getting to the truth. And that’s where getting to the truth is a really a true listening skill that needs to be mastered. Is that correct?
Matthew: Absolutely. You’ve listened perfectly in this episode Bob.
Bob: Excellent. Well Matthew, I look forward to talking to you again next week. Have a great week.
Matthew: Very good. Bye for now.





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Velocity Selling TV – Episode 55 – Listening Pt1

Sales Training Episode 55

Sales experts Bob Urichuck and Matthew Whyatt join together again this week to discuss one of the most crucial elements to any sales process: listening. Yet, great listening skills come with practice.





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Bob: Welcome back to Velocity Selling TV. This is Bob Urichuck in Canada, I welcome Matthew Whyatt down in the Gold Coast of Australia. How are you today Matthew?
Matthew: I’m really well Bob, how are you?
Bob: Excellent. You know, in past episodes we’ve been talking about how to engage the buyer which involves a lot of questioning skills and techniques that we shared with people in the previous episode, and of course the opposite of talking is,
Matthew: well, it’s Listening.
Bob: Yes, and that’s our topic for today. So let me turn it over to you and give us a few techniques that could help sales people and their listening skills.
Matthew: Fantastic. Well Bob, one of the things I really love to do with sales teams is get them together and drop the magical scary word ‘scripts’. Everybody groans, ‘Ah, we’re all too good for that,’ ‘We’re all experienced sales people, we don’t want scripts’. But you know what, I’ve sold literally a couple hundred million dollars worth of product because I’ve actually had a good script to work from. Now I’m not saying it has to be word for word, it’s actually about practicing and dealing with the situations that customers might throw at us. So here’s the exercise: whether you’re….go ahead…
Bob: Now Matthew when you’re talking about ‘script’, you’re not talking about reading a script are you?
Matthew: Definitely not.
Bob: Good.
Matthew: We’re not the boiler room where you have to read every word, line by line.
Bob: It’s having a prepared mind.
Matthew: Yeah, exactly. So, how we actually do that, the exercise I run is: I’ll get together the sales team and if you’re just a sole trader get together with your wife or friend and get them to- you start asking questions that might reveal the customer’s needs, wants, and desires. But the next step is the important one. The next step is actually have the person you’re working with, or in the sales room, be three or four different types of customers. They could be the grumpy customer, they could be the agitator, they could be the stand-offish, not tell you anything type of guy or girl, or they of course could be the easy customer. A lot of scripts are written for the easy customer. So what we do is, we know all of the questions we’re going to ask, we hear the answers from the customers, and the next part is you, and your teams, or as a sole trader, work with your partner, come up with the answers or the ways, the questions to ask at that point. And just by practicing that a couple of times, you’ll be prepared for pretty much anything that could be thrown at you during a live sales environment. Look, I think listening is a huge chapter Bob, I’d love to really get into it, a lot more, maybe two or three episodes and really go into it.
Bob: What’s next?
Matthew: So, what’s next is I’d really love to talk about how to go a little bit deeper and set yourself above and beyond that previous sales person. If somebody is shopping around there’s much more you could do to stand out in the crowd and give your customer real value. So let’s talk about that next.
Bob: Excellent. Until the next episode, have yourself a great week.
Matthew: Bye now.





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