Posts Tagged ‘Mike Moore Motivational Speaker’

THE HEAD SALES COACH…Coaches understand if they want to win they can’t focus on the score. Instead they have to identify the causes that produce the score they want and get busy coaching and managing those causes. Sales leaders who coach, win, because the ABCs of Sales Leadership are Always, Be Coaching!

Are you running a sales organization or managing salespeople? Are you an executive who needs to improve your comIMG_3412pany’s sales results? It’s fairly simple, even easy, to identify the sales you want or need to produce. However, sales are a result, and results can’t be managed anymore than the score can be managed. When you wait until the results are in, it’s too late. Increasing sales requires identifying the causes that produce sales and begin coaching and managing those causes.

The first thing to acknowledge is that salespeople are performing artists.  Just like athletes, actors and musicians they need direction, leadership and coaching to produce their results. Once you acknowledge this, you can begin to understand the importance and priority coaching plays in your organizations sales success. In fact, you’ll start to understand what’s missing in most sales organizations. THE SALES COACH!

Here are some key areas and specifics you can get started implementing if you’re going to stop being a frustrated traditional sales manager and become a successful sales coach.

PERFORMANCE CULTURE…Instilling an attitude that sales is a performance art will be a key to your success. Building a team of passionate salespeople who care about customers and helping people while being an advocate for the profession of sales will require the full force of your will. Turning mediocrity into excellence always does. You’ll need a firm belief that you are working to leave a legacy, not just working to produce sales numbers. The focus on making customers, instead of sales, can help make this possible by creating a higher purpose in your sales philosophy. I used to advise my clients to only hire people with a passion to be their best and an exceptional work ethic. This doesn’t work any longer because you won’t find enough people with these traits because we’ve experienced too much of a deterioration in what’s considered average. Our standards have eroded.  You’ll need to be prepared to inspire and develop salespeople to learn grow and become peak performers.

RECRUITING & TEAM BUILDING…Do you know your next salesperson? Do you have a bench, feeder system or know where to look for your next salesperson? A sales coach’s first action should be to recruit salespeople. This has three distinct purposes. First, performers should know if they don’t perform they can be replaced. This will help instill a performance culture in your sales team. Second, you need to find the people you believe you can coach, teach and train. Third, you want to hire differently than your competition to increase your chances of coaching a winning sales organization loaded with top talent.

COACHING IS ADJUSTING ATTITUDES…Attitudes produce actions that generate results. Attitudes are dominant thoughts Attitude Is A Magnetand beliefs that make up a person’s state-of-mind. Salespeople need a superior state-of-mind to improve their ability to perform at their peak consistently. Sales Coaches manage attitudes that creates the atmosphere or culture of their sales team. This requires personal contact daily with your salespeople to check their attitude. This will give you the time to support the people with positive attitudes, coach up the one’s who need it and make sure they are prepared to perform to their peak.

TEACHING SKILLS & KNOWLEDGE…Sales Coaches are always teaching. They teach to improve the skills and knowledge of their salespeople. They train salespeople by holding them accountable to learn and improve. Training is what your salespeople do and it’s a Sales Coaches responsibility to insure their salespeople train to stay in sales shape. Being a teacher and trainer is an ongoing part of being a Sales Coach.  So, Sales Coaches have to study, learn and grow constantly if they are going lead their team to success. Regularly scheduled sales education are a coaches responsibility. Creating a culture where change, learning and growth are a habit of all salespeople is the real requirement for sustained success.

MANAGING & TRAINING ACTIONS…Managing actions is the exercise of assigning and monitoring the work of your salespeople. The salespeople who don’t want to improve won’t like being held accountable and they’ll often call this micro-management. It’s not micro-management, it’s responsible Sales Coaching. There are two distinct purposes for monitoring work. The first is accountability. The second, and most important, is to create real life opportunities to coach attitudes, teach skills and knowledge while assigning actions to be taken that you can monitor and do this all again. This is the circle of coaching, teaching, training and managing to coach teach and train that will produce the improved results you desire.

These are the actions of successful coaches first taught to me by my father Charles Moore, a successful football coach, added to and reinforced by John Wooden in one-on-one sessions with me. They have been implemented, developed and constantly proven in real life environments during my career for over 38 years. In addition, I have been successfully coaching, teaching and training sales managers and executives using these for over 20 years. They are the skills that successful sales coaches master and practice daily. Peak performing sales management and coaching are often the missing link in a companies sales organization. Get started Coaching today and don’t let that be the case in your company.

By Mike Moore

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I originally published this in 2011 but thought it would be great to revisit since it still applies today. We’ve all changed the way we live, from the way we communicate, to how we are entertained and gather information. Our shopping and buying behavior, habits Home Plansand experiences are shifting rapidly. We all acknowledge the world is changing but the new home sales engagement hasn’t kept up. In fact, it’s holding us back.

Shifting demographics, globalization and technology are creating a ‘new economy’. This brings us to a time that requires new thinking, attitudes and plans to use technology if we want to effectively engage, connect and convert shoppers to customers.

Our greatest challenge in making a successful transition comes from ‘normalcy bias’. Economic, process and sales ‘normalcy bias’ is holding us back from adapting and using technology effectively. It causes people and companies to keep attempting to add technology to their existing process.

Technology and our buyer’s behavior have now surpassed us and we must catch up.

The first obstacle to overcome in using technology effectively in the sales engagement is an understanding that adding technology to the traditional sales process is a bad idea.

This applies to the selling of homes; options and the design center experience, because to the homebuyer they are one in the same.

Options or interior design selections are often treated as a nuisance and presented as products and not an integral part of people’s home buying process. Our customers want a finished home, they don’t want a fixer upper.

Successful use of technology to convert shoppers to customers requires a shift in the way people; sales environments and technology are combined and utilized to enhance the homebuyers’ journey. This is New Home Retailing and it results in increased sales, homebuyer satisfaction and reduced costs.

Guido SalesmanPEOPLE

Current Situation

The buyer and seller relationship is dysfunctional.

Buyers don’t trust or believe salespeople. They respond to surveys by saying they believe salespeople care more about the transaction than about helping them.

Salespeople’s intention is to make a sale. This is a leadership issue as executives, sales managers and traditional sales training reinforces this intention.

This intention causes salespeople to look, act and sound similar…It makes them present to, rather than engage, people.

Alternate Solution

Shift salespeople’s intentions to connect and communicate with homebuyer’s and heal the dysfunctional relationship.

Provide a new sales process that aligns with the buyer’s journey. It’s their process not ours.

This connects people and allows for an extended conversation, especially when done in a new sales environment and with the use of technology.

Sales OfficeENVIRONMENT

Current Situation

Traditional sales environments look and feel the same.

They support a dying traditional sales process that’s focused on the seller, not the buyer or even the product the buyer cares about.

Doesn’t support the use of technology…Makes technology an add-on, intruder and distraction to the old traditional process.

Alternate Solution

Redesign the selling space around the buyer’s journey. The internet is a place, not media, engage and interact online as an extension of your physical selling environment.

Stop adding technology to an old process and environment.

Meet buyers where they want help, to enhance the personal connection and use of technology to extend the conversation and help home shoppers take their next step.

No fences…No sales office…Take advantage of technology, mobility and deepen the emotional connection. Meet them in the models, interact with visualization tools and make the buying experience informative, entertaining and an extension of their online beginning.

Increase buyer participation, interaction and conversation with technology.

Create the real possibility of selling all your communities from anywhere, anytime.

TechnologyTECHNOLOGY

Current Situation

Most builders have tried adding technology to their existing sales process, not using technology to create and enhance a new sales engagement.

Technology added to the old traditional sales process and sales environments makes it expensive ‘digital art’. Technology is ineffective as an add-on. In fact, it becomes a distraction or interruption to the traditional sales process.

In this format it’s ROI is weak at best or more often just an added cost.ld traditional sales process and sales environments makes it expensive ‘digital art’. It’s ineffective as an add-on.

Alternate Solution

Replace your existing traditional sales process with new intentions, environments and the use of technology. Engage, involve and connect with homebuyers in an interactive experience making the salesperson the buyers guide, on their homeownership journey.

Separate yourself from your competition for now… Allow your homes and the lifestyle they provide to become the destination of this journey.

Include technology engagement throughout the home tour in kiosk, tablets, flat screens and surfaces.

Connect online experience to the onsite experience, extending the engagement. Allow the journey to continue.

Using catalogs, visualization, animation, video and emerging new technologies to create a rich, emotion and visual experience…Last but not least, using live video and audio of the buyer and seller engagement to improve the engagement is long overdue if you truly want to improve the home buying experience.

Alternate Solution #2

Replace mediocre salespeople and the dying sales process with an interactive engagement that costs less and produces the same or more results.

This solution will always leave you vulnerable to companies who chose to do the first alternate solution.

With today’s broken, dysfunctional and dying sales process, what do you have to lose? Anything different will be the first step toward an improved sales engagement and result in converting more home shoppers to satisfied homeowners.

The use of technology is inevitable and has already begun. It will be most effective in a new sales environment but not fully effective until people are engaged by salespeople with aligned intentions. When all three are combined the ROI of technology is multiplied exponentially.

Make People, the sales Environment and the use of Technology your P.E.T. Project! Combining these three elements in the engagement of people shopping for new homes is the best way to stand out in a crowded marketplace. It will enable your salespeople to connect with buyers to help them take the next steps in owning your homes.

By Mike Moore

SALES MANAGEMENT...

ABC of Selling

Old Methods Don’t Work!

The traditional selling process, led by the intention to make a sale, damages the connection and communication between buyers and sellers. In fact, it creates what phycologists call retractance.  It makes people shut down, pull back and avoid those trying to persuade them to buy their product or service. Selling happens when buyers connect with a salesperson and invite them to be their guide on their buying journey.

The steps of a sale that have been traditionally taught, happen during a buying process, not a selling process. The steps are taken by the buyer when they’re served by a salesperson with the intention to help, serve and do what’s best for them. The salesperson’s intention is what was missed when salespeople learn to sell as a process. It’s what opens or closes the door to their communication with buyers.

Selling, as most salespeople have learned it, is based on following a process which isn’t the most effective way to sell. It leaves the buyer’s participation out of the equation. Selling isn’t a process to be done to buyers, it’s much more effective to join the buyer in their buying process buy aligning your intentions with their. They want to be served, they want help and they want to do business with someone who wants to do what’s best for them, instead of just wanting to make a sale.

Most sales processes are models of what top salespeople do, but what they do happens because they have the right intention. The right intention opens the connection and communication. This intention that holds so much power, is to help, serve and do what’s best for the buyer.

Intention DefinitionThe missing link in the traditional sales process and training is the salesperson’s intention when they engage buyers. Intention is the greatest tool a salesperson has and it communicates so loudly that people don’t hear or believe most of what salespeople say. At least not until they feel their intention is to truly help them, even above making a sale.

When salespeople understand selling is about the buyer not the seller, product or service, then they get invited to be the buyer’s guide and the steps of a sale happen naturally. The steps of a sale are more of a map or indicator, than a process. Traditional selling mapped those steps but left out what made them happen…the salesperson’s intention. The intention communicates with buyers and moves them to trust, open up and share with the salesperson. This results in more sales being made.

People shopping want help. They just don’t believe they get it from salespeople today because their dominant intention is to make a sale. Companies and sales managers sabotage their salespeople by instilling in them the intention to make a sale when they engage a buyer. Ultimately, everyone loses!

People aren’t wrong about salespeople. Salespeople will tell anyone who asks, that their main intention when talking to a buyer, is to make a sale. After they make a sale, their intention is to make another sale. People feel this and know that’s what salespeople are about today.

Top salespeople figure out that selling is a service and customers are more valuable than sales. The right intention makes connecting with buyers happen and becomes the salesperson’s greatest selling tool!

By Mike Moore

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What time does your model home, sales office or store close? What’s your first thought when someone walks in 10 minutes before closing? Be honest…Most salespeople think, “Clock In The Trash

It’s easy to let your mind begin to wonder as the clock ticks down to closing time. In fact, too many salespeople take the last 20 minutes of each day off. Oh, the doors are open but no one is home. When someone does come in, they aren’t given your full attention or best effort. Like athletes who take plays off by coasting during a game, this costs salespeople and their companies money and reputation which effects future sales.

Sales is a numbers game all right, but not the numbers you’re thinking of. It’s a matter of time. It’s the numbers on the clock that count the most. When you take 20 minutes off mentally each day by not paying attention or giving your best effort, it adds up quickly. Twenty minutes per day equals 1 hour and 40 minutes each week. This adds up to over 2 weeks off per year. In reality, salespeople take entire days off if they aren’t coached up and mentally ready to perform. Lots of things can cause this.  Personal distraction, personal problems and difficult customers who cause problems can all be excuses to take time off. These are all distractions that can cause salespeople to take time off even when the doors are open. Little bits of time add up over the months and years to sabotage your results.

The reality is, it’s worse than just lost time. In a performance business like sales, it’s usually the last 5% of your effort that separates average performance from peak performance. It’s the consistent last little effort that produces the biggest results. So, 20 minutes per day or the 2 extra weeks off during the year costs you sales, customers, money, and the costs are multiplied because you are actually taking the last 5% of time off.

If you don’t believe me, try working 5 minutes beyond closing each day. Don’t schedule personal appointments until at least 1 hour after your closing time and don’t take the 2 or 3 days off mentally before your vacation starts, just because you don’t want to start something you can’t finish. These are all excuses that make the numbers and time work against you as a salesperson.

Successful salespeople have the self-discipline to not take the wrong time off. Top sales leaders understand that this makes salespeople produce average or below average results. They watch for this and teach salespeople the importance of leveraging their time and the power of the last 5% of their effort.

By Mike Moore

LIVE VIDEO TRAINING AND COACHING

Salespeople

As performing artists, it’s time to grow up by taking responsibility for the interaction with consumers.  We need to take advantage of all the tools available to Video

We can continue to only read, talk and listen about how to sell, or we can begin to view our live performances and make the changes necessary to become sales professionals.  When we are viewing and listening to our live engagements, the reading, talking and listening we do becomes more valuable and magnifies our results.

This is greatly different than using mystery shoppers or roll playing.  Mystery shoppers and roll playing find out if you know the information about your products, services and company. This can be accomplished by written or verbal quizzes and tests.  Mystery shopping and roll playing changes the key ingredient to sales communication and interaction, which are the intentions of the consumer and salesperson.

Only when we view interaction between people with the intentions we experience in live selling situations, can we see, hear and know what we need to do to improve.  Without the intentions of both people being real in a conversation, negotiation or a selling situation, the practice is nearly useless. Mystery shoppers and roll players have no intentions of buying and salespeople aren’t selling.  Selling situations happen between consumers who are shopping with the intention to buy and own your products, while salespeople are under pressure to sell everyone they engage. These are the situations we need to see and hear with live video and audio recordings.

For years now, I have been teaching that salespeople practice their profession on consumers.  Unfortunately, this is an obstacle to self-improvement.  If we don’t start wanting to improve enough to grow up, take responsibility and use tools like live video and audio, we are doomed to continue being average at best.  We haven’t seen the best of the profession of selling or proper business intentions but we can if we are willing to use these tools.

Sales Managers

The time has come to stop worrying about how good your salespeople are and start finding out.  Live video coaching will expose what you may be afraid of but you can’t change and begin to improve until you find out. It is time to acknowledge that we need to grow up and begin being the professionals we profess to be.

Live VideoThe idea that we have tools to improve at our disposal and haven’t utilized them, is a shame. That said, let’s not look back but begin now to use live video and audio to coach and improve the relationship between consumers and salespeople.  I know many sales managers who have resisted using these tools and can only wonder what they are afraid of.  Nothing we do out of fear will ever be a best practice.  In the coming years, sales managers will use live video and audio to stay informed and coach their sales professionals.

Live video and audio is not intended to be a punitive tool.  It is a coaching and self-improvement tool.  Coaches have to be informed and pay attention to be effective. Live video with audio is the best way to pay attention.  You can’t coach what you’re unaware of.   It is also an accountability tool, as salespeople in all selling environments will be less likely to give less than their best effort to consumers when they know they are performing live all the time. Giving consumers your best effort is part of what is needed to grow sales into the performance art it needs to be to make customers.

Executives

When executives accept that decades of doing business with the intention to make sales has broken the relationship between consumers and salespeople, then they need to take responsibility for this broken relationship and lead their business with a new intention.

It is time to start making customers, not sales, and live video and audio is the best tool to make sure this new intention is implemented.  Too many years of talk and not enough action, has left the consumer believing businesses don’t care about them.

Executives have made too many decisions about how to operate their business and make profits without considering how it would affect their sales strategy and ultimately their customers.

The rewards of implementing the intention to make customers will be increased sales, lower costs, increased profits and growth.  Most executives believe that people are the driving force to improve their business and this new intention will also energize your people. Since these are the reasons executives run businesses, it is painfully clear that it’s time to change your sales intention , grow up your salespeople and begin caring about the customer, as the center of your business.   Live video and audio coaching is the best tool to make this happen.

You wouldn’t run a business that depended on athletes to perform without video for coaching and improvement. Don’t invest and risk your company’s money without using the best tools to insure peak performance to make customers.

Self Coaching

I wrote this to salespeople, sales managers, and executives because live audio and video coaching should start with salespeople, then be available to the sales manager, and finally to executive management in a company.

This is to keep the focus on self-improvement that serves and makes customers.  Live audio and video coaching should never be punitive or feel as though big brother is watching.  When we start with salespeople they quickly learn how valuable seeing and hearing themselves in real situations can be.  They even begin to use the information learned to build relationships through follow-up to make customers.  After the salespeople become comfortable with the self coaching, then sales management can begin using the audio and video as a coaching tool.  Executives are the last to view and listen as this is a confidence builder of how their salespeople are and why sales are increasing.

Without live audio and video we continue to manage sales in the dark. It is time to grow up and be our best!

By Mike Moore

You need to be different to be successful. You have to stand out from the crowd to be seen and heard. You will only get noticed when you think different enough to act different and it often starts with what you measure as success. Changing what you measure will change your results. So, it’s time to stop measuring sales success in numbers and start measuring it in people…How many ‘customers’ do you make?

Customers grow your business and insure your sustained success. Understand this, just because someone buys from you once, doesn’t make them a customer.

At it’s best, selling isn’t about the buying experience, it’s about the ownership experience. Stop trying to ‘Wow’ buyers with a great buying experience and focus on ‘Wowing’ them with a great ownership experience…Make sure they enjoy owning your product or service. Then you’ll make customers, sales will increase and your business will grow exponentially.

Making a customer takes caring enough to only do what’s best for the buyer, and never compromising this to make a sale. Then and only then will you reach your full potential as a salesperson and a business.

By Mike Moore

When you are a buyer how do you want to be treated? What matters to you? What do you believe salespeople care about when they meet you or greet you? Can you tell when they are trying to sell you something? Does what they say, the way they say it or the words they use matter much if you know they are trying to sell you something?

For years, salespeople have been taught what to say and how to say it as sales skills and sales techniques to increase sales. In sales seminars salespeople most often want to know what to say to handle objections and how to ask for an order that will increase their sales. Salespeople want to learn the steps and how to deliver or control the conversation so they can make a sale, then they want to repeat it over and over and hope it works on everyone.

Look at the results teaching and selling this way have created. Buyers don’t trust salespeople and salespeople don’t believe buyers. Teaching sales this way also increased salespeople’s intentions to make a sale stronger and their ability to engage and therefore serve people weaker.  All this has been while knowing sales needs to be a dialogue and salespeople need to build relationships to help people buy. Just think about the way this has been done…now keep reading.

Now, think about how people really communicate.  Most studies have found that as much as 93% of communication is non-verbal. Communication happens through all our senses and not just our hearing. In fact, most people’s weakest communication skill is listening. We can listen and take in input so much faster than people talk that most people are thinking and their thoughts are wondering while they should be listening.  So the words we use are one of our weakest communication tools. Or is it?

People are poor listeners and aren’t interested because they don’t believe the person talking cares about what they care about or don’t like and trust the person talking. So it is our misaligned intentions, our desire to convince them with what we say that weakens listening skills and makes people more interested in talking than listening.

Non-verbal communication is more than body language. It is energy, conviction, confidence and many other emotions that deliver the real message behind the words. It is generated from your intentions, what you want to have happen or receive from the engagement or conversation. Making a real connection and creating a conversation where a relationship forms always starts from a connection made from non-verbal communication coming from our intentions.

When two people engage each other they make many decisions about each other before a word is spoken. In fact, the studies have also found people decide if they like and trust someone within the first 8 to 40 seconds of meeting. This decision is made mostly through visual and sensory input that speaks to the brain stem and sends a gut feeling or intuitive sense and creates pre-conscious thoughts that allow or stifle open communication. When a positive connection is made between two people an open conversation can happen based on the preconscious decision to like and trust. This communication can lead to a positive fruitful relationship. If the preconscious thoughts are to not like or trust then a negative connection is made and a conversation may take place but it will not be open, honest or end in a fruitful relationship.

These realities about how people communicate are the reason salespeople need to be less interested in the words they use or how to talk to someone in a sales conversation and more concerned about the pre-conscious communication coming from their intentions.

If you are a salesperson, what are your intentions when you meet or greet someone in a business situation? What non-verbal communication are you sending? Should someone like you and trust you? Even if you are intent on uncovering their true needs and satisfying them, what is your real intention for doing that? If your intention is to sell someone, do you really expect them to like and trust you? If they don’t make that connection, are they likely to open up, share freely and allow you to find out what they really need or want? People only share their ‘why’ they want to buy with someone they believe intends to help them.

Most of the sales skills taught and learned by salespeople over the years are valid and can help them serve people but they won’t be effective if the person they are selling doesn’t decide they like them and trust them enough to open up and communicate freely. If selling is a dialogue and not a monologue then salespeople’s intentions have to change so a positive pre-conscious  connection occurs and allows a dialogue or exchange of information to happen.

The intention change needed to be liked and trusted enough to connect and communicate are the foundation of Making Customers™.

The steps of a sale become destinations on the buyers journey and happen naturally when a salesperson’s intentions align with the buyers. Salespeople become servants on a mission to help people and customers are made, sales increase, business grows and selling becomes the noble profession of helping and serving people it was intended to be.

To learn more about the intentions that make this happen and how to implement them, email me at mmoore@makingcustomers.com or call me at 858-354-2802.

By Mike Moore