Consultative Sales Academy - When you ask a sales person, their sales manager, or the CEO of the organization how long their sales cycles are, you usually get mixed responses.. The Consultative Sales Process [6 Principles] - HubSpot - Shouldn't the closing question be "What do you like best about the consultative sales process"? Consultative Selling Techniques - Sales Techniques - Consultative selling is a popular sales technique because it's less aggressive and more client-centric than traditional.
Sales And Selling - Training And - BUSINESSBALLS LTD - Free online sales training and selling glossary: sales techniques, selling skills and methods, free online from AIDA to modern selling methods. Defining Consultative Selling - Richardson - The article defining consultative selling provides an in depth view of Richardson's long-standing, proven and successful selling methodology.
When it comes to selling technology, many sales people are trained or conditioned to sell the whistles and bells of their product or service (i.e. The goal in every interaction with the prospect should be to discover what is of unique value to that particular individual and then provide a sensible solution accordingly. Technology details are only relevant to the person who is a tech buyer, the person who understands the differences and nuances when it comes to technology. It is very tempting for technology sales people to target technical buyers, but it’s not always the right approach. Mid-management is often protective of their turf and they very rarely have final decision-making power.
Again, it’s not about the technology, but what the technology can do for that organization. I have been skiing a lot this year, because we have had decent amounts of snow and also because I am Austrian, and that’s what we do.
My son’s girlfriend started the sport two years ago, and while she is making a lot of progress, I am also aware how important it is for her to have a solid foundation.
Sales is a process and it’s important to establish one that reflects the reality of your environment. Wouldn’t you rather get to the real decision-makers at an ideal prospect in a profitable market fast? What you say and how you say it, is also fundamental when building relationships with prospects. And, if you work in an environment where the sales culture is focused on “making the numbers” rather than understanding HOW to make the numbers, it’s really hard to succeed, especially if you are new at what you’re doing.
One of the fundamentals of building an effective sales team is the commitment to sales and providing the resources necessary to succeed. When these sales people were being interviewed, their managers (our clients) explained the sales process to them and that they would be receiving intensive sales training. CEOs in general would like to see sales moving along at a healthy clip, while sales people often underestimate the time it really takes to close a sale. Everybody wants to shorten the sales cycle, but in order to do that you need to first understand the length and the drivers.
For example, if you target larger organizations with various decision-makers and influencers, your sales cycle will automatically be longer. One way to control the length of your sales cycle is to be sure that sales team members have all received targeted training. Following are some questions to ask yourself to focus on drivers which can influence your sales cycle.
If your company is well known and you are only introducing a new service or product, it will be easier to get results. If you don’t know who your decision-maker(s) will be, it will take longer to navigate through your prospect organization. If you don’t know how to differentiate your service from others in your marketplace, it will also add time to your sales cycle. Too many sales people focus on the features and benefits of their offering, rather than leading with value. If they are not, they will not ask the right questions, get stuck with the wrong decision maker and that will have a strong impact on your sales cycle.
A positive sales culture is very important when it comes to understanding and managing the sales cycle.
If your sales people are struggling, provide them with training, but most importantly hire a training organization that you trust and then truly support that methodology. One area that is out of your control is the buying cycle and budget cycle of your prospects. All of these areas need to be carefully reviewed and discussed, but not only by sales professionals themselves.
When you are in a sales management position, invite your CEO to the last part or day of a sales meeting and present a clear and concise plan of action. When you are a sales person, encourage your manager to provide metrics and results to your CEO. If you are a CEO, ask to be invited to the sales meetings, add your insights and then let your team work their “magic”. As a brief introduction, we experienced a really nice surprise this past December when a prospect decided to work with us, after I had been engaging with them for almost two years. Many of my clients ask me for advice about successful prospecting, especially when it’s something that their sales people are struggling with.
In this blog, I’d like to shine a light on 5 common pitfalls you can avoid when prospecting. For my own business, I have found that some companies don’t want to commit to a long-term sales process, which means that they are not really committed to a consultative sales approach.
So, the first common pitfall to avoid is: Calling a potential prospect NOT knowing anything about them, their potential needs or even their name and looking for a fit if there is NONE! Second common pitfall: Rattling off a pitch using a script that might not be suited for the prospect’s current needs. If you have been a reader of my newsletter, you’ll know how much we stress NOT to focus on features and benefits solely. Third common pitfall: Focusing on features and benefits, rather than focusing on the value that your solution provides to your prospect. When calling on people, try to understand their role within the organization and their responsibilities.
Fourth common pitfall: Not knowing what the purchasing motivations of each individual decision maker are. Fifth common pitfall: Moving from one prospect to the next, without taking the time to really connect and listen. Reflecting on 2015 I would like to share some best practices and observations we have been so fortunate to experience, hoping that we will continue our journey together into a successful 2016. Sales people are measured by numbers and if we don’t put numbers on the books it puts enormous pressure on us.
The best remedy is to develop a long-term and short term SMART objectives and to stick with them (and adjust to them if necessary). While we are talking about fear, we should also talk about panic, which is usually a result of fear. Unlike many sales people who call on me, Rhondo hardly ever interrupts my work day because he intuitively feels when I have time to play or when I am focused on something else.
Following gentle hints from our prospects, understanding when to talk and when to listen, identifying behavioral and communication styles and just simply paying attention can be a good recipe to making your contacts feel comfortable and to building trust.
The skills we use in Cold Calling help us with all of our sales and service interactions as well.
The main motivating idea behind Pre-Call Planning is that customers will not always reveal needs, so we have to strategically ask questions to uncover them. Sometimes customer needs are obvious and most often they need to be developed.  When you can uncover customer needs that they have not considered, you position yourself as a valued business partner.
Also, for all the times we arrive in someone’s voicemail box, be sure to have a plan for leaving a voice mail! The better you are prepared before picking up the phone, the higher your chances that your prospect will listen. People who have worked through our Consultative Sales Certification program know the difference. Don’t rattle off a pitch, but start with an introduction and then shift into asking questions that relevant to your prospect’s business and industry. My mortgage was sold (again!) to a company I had never heard of and they took the opportunity to (what else is new) sell me something. This would be a really intriguing concept if they would have actually reviewed my files, looked at my history and determined whether I was a good fit for such an offer.
It was very quickly apparent that the person who contacted me was using a list with probably thousands of names, rather than a CRM system that would indicate whether I was a good prospect or not.
Now, when it comes to cold calling on completely new prospects, it’s often very difficult to have high level conversations. Not only do I find it a huge time-waster to speak with representatives of organizations who have all of my customer history and not use the information, it’s also insulting. So, getting back to the title, here is the essence of this blog (I’m sure you were wondering where this was heading).
At the event we found out about a newly integrated Salesforce B2B marketing automation solution, Pardot, similar to our current solution. The next step would be to speak to a “real” specialist – the Inside Sales person explained, referring to the internal workings of “their process”. As we began our conference call the following day, it became clear that this so-called “specialist” had also NOT reviewed our website NOR did he check our status in their own CRM, didn’t read the other salesperson’s notes, and to top it off, was not aware that we are actually already an existing CUSTOMER!! When I very impatiently (patience is not always my forte!) said that we had already shared our needs the day before, the account executive said.
Honestly, it sounds even more ridiculous now putting this on paper, but that’s exactly what happened. In closing, my recommendation to all salespeople, when developing new business is show interest in your prospect’s inner workings, do your research, be prepared for that call and PLEASE, under no circumstances, not even when you work for Salesforce, please don’t bore your prospects with details on why you are unprepared for a sales call. So, I am asking you – Do you think a company like Salesforce, the market leader in their space, could use Consultative Sales training or should they keep hiring sexy entertainers at their event?
Very often I get the question from clients and sales people as to how many times one should reach out to a prospect before being viewed as a nuisance. I still do high level prospecting for a select group of clients and have been very successful engaging C-Level and mid management decision makers in meaningful conversations. But once in a blue moon there is this sales person who actually took the time to identify what my needs might be. Every sensible business person knows that they will be called on by other companies that provide services. Many, many times I have gotten replies from prospects acknowledging and thanking me for my persistence. For example, if somebody calls me telling me that they can provide leads for my business (which happens almost on a daily basis) I will probably not respond because the message seems very broad. In closing, if you are professional and you do your research, your response rate will increase. Doing business and doing it well is challenging to begin with, but widening your company’s footprint and breaking into new markets is a whole different story.
Europe on the other hand not only has a large number of different countries with greatly different languages. Below are some tips on how to be successful when venturing abroad or communicating with internal, international audiences.


The biggest mistake would be to think that you can do business in another region without local presence or, at least advice. My home country Austria is located in the eastern central part of Europe, but don’t make the mistake to think that we are Eastern Europeans.
Of course, English is the universal language and most companies that want to do business internationally will hire people who speak English quite well.
You must have JavaScript enabled in your browser to utilize the functionality of this website. Following is an example of some of the training Directional can offer in classroom format or as part of an ongoing coaching program.
In this module we review the key steps in the buying and selling process, the selling tasks needed to advance the sale and the objectives of each step.
This workshop helps participants maximise the productivity of their territory and identify live new revenue streams using a repeatable process.
A sales person without an opinion is like a book without a plot – after a short time we wonder why we are spending any time with it.
This workshop enables a sales team to identify how to create value for a client by taking an holistic approach to their business.
The workshop content builds on existing Account Management and Opportunity Planning training, giving participants the attitude and perspective of a non-executive director to the client.
We are at great risk in a consultative sales cycle of having our ideas plagiarised internally or stolen by competitors. Based on that information, your sales team will build a Profit Matrix, using key performance indicators that will help them rank each stakeholder’s objectives in terms of ease of implementation, risk and value.
We look at negotiation as a process comprising four steps - Preparing your Negotiation Strategy, Opening the Negotiation, Bargaining and Getting Agreement. Because consultative sales requires filling legitimate customer needs, it's necessary to become an expert in asking insightful, probing questions.. One of the most critical elements to have a successful sales call is to ask good sales questions.. Technology sales people tend to lead with technology, even when they talk to decision makers who are not tech savvy. If you, as a sales person can identify how your prospect company could benefit from your solution, you might be better off targeting higher level executives, such as the CEO, the CTO, COO, etc.
So, if you engage with them (even if they are responsive), you will have to rely on them to communicate the value of your solution to their management, the people who will give final approval. That proposition might be different for every single company, so you will need to do your research. Higher price might not be an issue, as long as the solution that you are offering is relevant to the individual who is buying it and they feel it’s worth it.
I am also the Chief Sales Officer of my company, so sales success is equally important to me. Skiing in New England is not always fun, because the level of other skiers’ expertise on the slopes is fairly basic. It reminded me that if you have never learned the basics, you won’t be able to build upon solid skills, or in the worst case scenario you will build upon bad habits. If sales people (especially in a consultative sale environment) don’t learn the fundamentals of a consultative sales process, they will just stay mediocre at best. By that I mean that people in a B2B industry will need to set-up a different process than companies that target end-user consumers.
So, it is also fundamental to understand who the decision-maker is within a prospect company as your first and, potentially, most important step. There is nothing more annoying than sales people not owning their messages, being vague or at worst stumbling over their own words and being irrelevant. Recently, we were hired by a client in Pennsylvania to train newly hired sales people with very limited or no experience in their profession.
As kids in elementary and secondary schools, we are sent to skiing camps every year and the first couple of days we don’t even get to ski.
Before you have a sales person pick up the phone to prospect, have them work through the fundamentals (train them on the fundamentals) so they understand what sales is all about and how to create and follow a successful process.
In some cases, you get blank stares, in other scenarios there is disagreement on the length of the actual cycle.
Sales cycles may be shorter when targeting smaller organizations, but you need to be aware of the payoffs and the trade-offs. First, sales professionals know what to look for in their ideal client profile, what industries to target, what messaging works or doesn’t, etc. However, if your company is not established in the market place, it will take longer to get traction. It is therefore of high important to have a Unique Selling Proposition and to craft messaging that will get people’s attention. We have a Sales IQ assessment that helps management determine whether sales people are up to par, or not. If your CEO is involved in these discussions, you will not only have buy-in from the top, but also a profound understanding as to why things might take longer.
It just shows that perseverance and following a process always pays off one way or another. Developing new business, prospecting, cold calling can certainly be the most challenging part of the sales process. What would you want to hear when you pick up the phone where somebody is interrupting your day?
No matter how much research you do and how well you prepare for a call, sometimes it’s better to move on. The script or guideline also needs to include potential answers to questions that the prospect could possibly ask. Features and benefits can be used to support your value statement at a later point in the conversation. It’s not something that needs to be mentioned first, especially since there are many other providers who claim to have effective on-line training.
When I call on a CEO (which is always my first outreach, as I have found it’s more effective to work your way down, rather than up the ladder), I always focus on the overall business goals.
Fear is contagious and once the CEO panics, it often affects sales management and it can have a snowball effect on the sales team.
Rejection is part of our daily life and embracing it helps us understand our target audience better. The goal of every interaction in sales is to get one step closer to a sale, not to have better chats. More and more articles, posts and blogs are about the fact that it’s still people who are involved in the decision making process. While he is super focused on getting food and attention, he is also mindful, compassionate and very often more considerate than some sales people I encounter. And you we all know, trust is essential when it comes to building solid, long-standing business relationships.
We should always be thinking, “What next?” If you wait until the customer has a specific need, then the opportunity may come too late, or it may end up a bidding war with competition.
Don’t ramble on, be natural and as conversational as possible, but convey your message sharply and concisely. As long as you are targeted in your approach and you know who your ideal prospects are there is really nothing to fear than fear itself.
In my experience, the more gentle, consultative and professional you are, the higher your success rate will be.
You will have time to talk about features and benefits of your offering, if your prospects show interest in details.
You only have a short period of time, perhaps 30 seconds (in New York maybe only 15 seconds!) to get your point across.
Your product or solution has to be a fit, otherwise you will waste your time, and your prospect’s time.
The more information you can extract from your prospects (personal and professional), the better equipped you will be to follow up and build a relationship. But, beware – all the other organizations who have my customer file (Cable, Wireless, Credit Cards, etc) – please do me the courtesy and Come on, Retain Me! I happily attended the conference, not only to network, but also to find out what new developments might be a good addition for my business or for my clients. As I use Salesforce for my business, I thought I could consider their new software – integrating it with Salesforce would make more sense than two disjointed systems. Nobody wants to be sold to and once people think that the purpose of an outreach is to get them to buy something, the conversation is already off to a bad start. They get upset when you are irrelevant, when you don’t know their business and when you pitch them. That in combination with courtesy leads to a good first conversation and even if I am not in a position to buy immediately, I don’t mind them staying in touch with me as long as they add value. If they however look at my client list and tell me that they are experts in the logistics or technology field (an industry that I target), they might get my attention.
While there are some similarities in the way we do business, the differences are vast and ignoring them can have devastating effects.
Don’t get me wrong, selling in the Midwest area of the US is vastly different than selling in the Tri-state, New York area.
Within those countries there are also social and linguistic nuances, and prejudices that are older than the history of the U.S. Hire a local business person within your industry and ask that person for advice on what to do and what NOT to do.
We are by any means of the definition culturally situated in the West because of our history. Many of my friends in Austria, Germany, Switzerland, France and Italy tell me that to this day business is done by building relationships, taking prospects and clients out, drinking and eating.
Either we like something and find that it makes sense or we don’t and then we are on to the next thing. In Italy you will probably not leave a bad impression, only if you are late and a bad dresser, too! Like in every sales situation, it’s best to observe, learn, ask questions, adjust and most importantly to listen.
Graphic of consultative sales model has been used to decorate this Power point template slide. Key outcomes include understanding how to accelerate sales, improve close rates and shorten sales cycles. We'll look at how typical 'client-partner' relationships last longer and are three times as valuable as typical 'client-supplier' relationships. This module looks at a professional questioning approach designed to help clarify client needs and gain the client’s agreement to advancing the sales process. We can only combat these risks by building strong relationships with politically powerful individuals – the Value Champion and the Value Sponsor. By using a business simulation that places participants in the role of a management team, they will understand how business decisions impact the financial performance of a company and develop the skills needed to understand financial reports and build a financial value case.
Finally, participants learn how to link the benefits of your solution to the specific goal of each stakeholder.
At each step, we review the key activities and components that need to be understood using exercises and role plays to reinforce the learning.


Economic buyers however are always interested in what the technology can do for their business, in other words how it can help them make or save money or time. If your technology can help companies make or save money, then (and you can bet your money on this) you will get the attention from senior management.
Personally, I don’t mind paying more if I actually get more, but that’s up to the sales person to help me understand. And it seems a great number of people haven’t learned proper skiing rules and etiquette (such as looking up the mountain before you push off), so it is more dangerous to ski in these areas – and that’s not because of the terrain (really not that challenging) but because accidents can be caused by inexperience. It is also fundamental to identify what industries are most profitable and which decision makers within prospect companies make up a good client profile. So, as a suggestion for all those job-hunting, when you interview for sales positions, ask questions about the company’s sales cycle, if they have established a sales process and what fundamentals they expect or will train you on.
We need to listen to ski rules, climb up the mountain (on skis- sideways!), master the (very challenging) T-Lifts. Then, they need to be trained to ask the right questions to not only uncover needs and goals of their prospects, but just as importantly, what to ask to move the sale along. Too many sales people have lengthy conversations with people who are not in a position to buy or even influence the final decision-maker(s). No sensible CEO will breathe down your neck if you can make a case as to why this process is not yielding immediate results.
For many of our clients, prospecting is a challenge, so I wanted to share some insights to help everybody get off to a good start. Would you want to hear a sales pitch, or would you want to listen to somebody who is potentially adding value to your life?
The same holds true in sales – If there is no fit, there is no motivating reason to have a sales conversation. It’s not a differentiator and e-Learning might not be something that is attractive to a company at first. Of course, increased revenue and higher profitability are also important to the sales manager, but they also want to make sure that their people don’t spend too much time away from their desks, so I talk about the fact that their sales people never have to leave their desk and they will still become more successful. Once you have established rapport (and there’s a science to that, and as with any communication skill, it can be learned!), it’s much easier to have a conversation and to build trust.
Then sales people might fear that they could lose their job or that they won’t be making any money. In our many years of searching and observing sales professionals, we have seen far too many sales people chase good conversations rather than closing a sale. Finding out sooner rather than later that you can’t provide prospect real value gives you the freedom and time to move on to a better opportunity. He lies on the office couch (yes, he is spoiled!) and it is not until I put my headphones back into the holder, making a gentle click, signaling to him that I might be ready for a break. BUT, contrary to popular belief and many articles written on that topic, Cold Calling is NOT dead. The weight-lifting and drills they go through can be excruciating at times, but in the end their overall performance improves! You will find that thinking through the process and having a plan, rather than dialing for dollars will help you manage the fear. Understand that not everyone wants to know or needs to know all the great features and benefits you have to offer if they see the value first. If you find out that there is no current need, leave a good impression, try to be helpful if possible (by maybe providing an alternative solution or referring to another organization = you’ll surely raise your reputation!) and get permission to stay in touch. Well scripted and written e-mails go a long way, but if you are selling in a consultative sales environment well-planned and executed phone calls will give you your biggest return on investment. BUT when companies already have an existing client base and they are trying to up-sell, it should be mandatory to use all the information they have in their Customer Relationship Management system, shouldn’t it? We spoke to a specialist at the event who said she would have an “Expert” in our local area contact us. We wanted to look into Salesforce Professional (an upgraded version), plus have a demo on their automated marketing software with a price quote.
And then to add insult to injury, he kept talking over us, seemingly trying to disguise the fact that he was unprepared. After all, as salespeople shouldn’t we be more interested in how our prospect’s organization works? What they will hold against you is offering a service that doesn’t meet their needs and then trying to push a sale where there is no fit.
They might be traveling, they might have pressing issues to deal with that are more important than responding to your outreach. This way you give them a graceful way out and very often (you will be surprised), the prospect will get back to you, one way or another. Once you have that person on board, take their advice, understand and adjust to the cultural differences.
A big American company made the mistake to divide Europe by geography and put Austria in the Eastern region (along with the Czech Republic, Hungary, Croatia, Bulgaria, etc.
Be careful in the way you communicate and make sure that what you are trying to say is something that is properly understood by your counterpart. Don’t make the mistake to think that Germany, Austria and Switzerland have a lot in common just because we all speak German (at least in parts of Switzerland). In this workshop participants learn a behavioural model that helps them to build relationships with those individuals who contribute to the decision making process. We deliver versions of this workshop for sales teams, buying teams and those who negotiate internally in a business. By asking the right questions at the right time AND actively listening AND positioning your solution as relevant to your customer’s goals.
It’s all about doing your research and crafting the right message.  It’s also a lot easier to work your way down within an organization, than to climb up the organizational ladder. If you, however, get buy-in from top management first, and they then involve the technical experts or management, you can be assured that your sales cycle will be shorter. If you offer a technology that can help companies stay connected to the internet without interruptions (like one of our clients), focus on the value that solution brings to this client. Good sales people help clients understand the value of their solution and why the cheaper solution might have downfalls. For some companies it might be enough to work off a spreadsheet (wouldn’t recommend it, but it does work), but most companies will need a CRM (Customer Relationship Management). Our goal was to provide them with the fundamentals of a consultative approach to sales and prospecting and to help them understand how to create their sales process so they will be able to represent their organization in the utmost professional way.
It is only mid-week, once we have gone through all the basics that we are allowed on the mountain to actually ski. So, asking the right questions upfront, making sure that you are talking to the right people, and establishing rapport with the real influencers will help you shorten the cycle. It’s almost like being on a first date, testing the waters, making sure that there is alignment. But in order for you, the sales person, to determine if this prospect could be a client, you need to do your homework first.
When I call on organizations with a national or global presence to present our sales training, I always focus on the fact that we help companies increase revenue and profitability by helping them establish a common, customer-centric sales and service language across a large sales organization.
How you get to the results that are of value for your client is not something that you necessarily want to lead with.
We all know that the goal of a sales person is to sell, and that is perfectly acceptable – nothing wrong with that.
If you aren’t using Salesforce these days, you’ll face additional challenges as so many of the apps are developed (and are being developed) for it. During Happy Hour we were entertained by a scantily dressed female playing the violin (wonderfully), a great marketing accessory but, in my humble opinion, the money spent could have been allocated to sales training. What is NOT expected and dreaded are messages that are about your product or service, rather than the value it could bring to their business. While there are many similarities, the differences run deep and some animosities do as well. Nobody likes to think that they are inferior and the best success can be achieved when we embrace rather than judge. Just rattling of your pitch is NOT going to get you very far in this day and age of the educated and curious buyer. Losing internet connection these days can have devastating effects on companies, but the consequences might differ depending on the industry. Most sales representatives who call me don’t know my business, have never visited my website or my LinkedIn profile. It needs to be changed on a regular basis, whenever the environment shifts, which in this business environment happens quite frequently.
That is something of importance and value for organizations with sales people widely spread around the country, or the globe for that matter.
And in contrast to being “sold”, I prefer to buy from people who genuinely understand my business and approach me with a value proposition that will help me make my company more successful.
But it’s not until I get up and tell him that we are leaving the office that he actually leaves the couch to follow me. I am not recommending a script here, I am recommending a plan, and outline, or a cue card, because following an exact script might make you sound (you guessed it!) scripted. I have done business with clients that I didn’t meet until year 3 into the engagement, something that is still rare in Europe. I have sat in on many meetings with international companies and sometimes people try to translate certain terminology in a way where it doesn’t make sense in the other language.
This will lead to the process taking longer, with more meetings and decision-making points. While these features are important to the company who sells the technology, they might not be seen immediately as of value to the prospect. In the public sector, it might mean that ambulances don’t get to an accident scene on time. They are just rattling off a sales pitch, in the worst case scenario using a bad script and in some cases they even stutter around trying to get to a point (leaving me to wonder: why they are using a script in the first place?). But this value statement works most accurately for companies with a large sales force in multiple locations! The very successful Austrian management team resented the change and it was difficult to manage Austria within a region where there was no history of an open market economy until the Iron Curtain came down in 1989. Very seldom will you walk away from a meeting with clear action points, but if you read the buying signs correctly (and culturally correctly as well) and you are patient, it will pay off. Remember, that everybody has a personal life and sometimes things can go wrong, so be mindful of others. And so, if you do not or someone you hire doesn’t embrace that concept, it will be hard to build trust.
Austrians don’t yodel (as a matter of fact, most of us have never heard of, least of all watched “The Sound of Music”) and not all Germans are rigid. If your client’s employees can’t open hundreds or more of their cash registers due to a lost connection, it can result in lost revenue.



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