I write about the three topics that I am most passionate about; Sales, Marketing and Social Media. These topics are covered from my experiences in outside sales and marketing. My objective is to use my expertise to help business and the individual.
Key Ideas from WOBI 2024 In New York
I covered the World Business Forum in New York this past week. World Business Forum or WOBI for short is a global conference that shares the leading trends in Business. WOBI brings industry thought leaders together to share insights on business topics such as Creativity, Marketing, Innovation, being creative, Leadership, Management, and more.
My favorite talks were from Gary Hamel, Angela Ahrendts DBE, and Jon McNeill.
Gary Hamel shared an idea called Humanocracy which is the title of his latest book. Gary shows that employees and not just executives should lead at all levels to get things done and improve outcomes. Gary states that AI will not solve organizations’ productivity issues instead he says that productivity issues need to be solved by people which is a different opinion.
Angela Ahrendts DBE shared her insights from leading at Apple and Burberry. One point that stood out is that Angela said that Profit and Loss (P & L) statements do not tell the whole story, instead, she said that leaders need to examine the People and Impact (P& I) along with the (P& L) when examining the performance of the organization and its employees.
Jon McNeill was the former head of innovation at Tesla. He shared how he used innovation when he was tasked with increasing Tesla’s Digital Sales 20X and the steps he took to reduce customer friction in Tesla’s Online Buying Journey; reducing it from 63 clicks down to 10 clicks to achieve his 20X Digital Sales Goal.
I enjoyed the lunch and learn by Texas Tech where Gary shared even more insights on how his management and innovation ideas improved healthcare outcomes for patients at a healthcare system.
Attendees did more than just go to talks, attendees had a chance to network, connect with event sponsors, meet the speakers, and get their purchased books signed by speakers at the Barnes & Noble station right after their talk.
If you want to learn more about the latest business trends from industry thought leaders, attend WOBI.
Posted 5 days ago
Advertising Week Turns 20: Highlights from Advertising Week 2024
This week, I covered Advertising Week in New York. Advertising Week is celebrating its 20th Anniversary this year. Advertising Week offers insights on many topics beyond advertising, including marketing, e-commerce, media, retail media, AI, Generative AI, technology, creativity, and beyond.
Smokey the Bear celebrated his 80th Birthday at Advertising Week.
The conference was held at the Penn District in New York City. Panels were held on different stages that were centered on the themes of scaling up, innovation, creativity, the marketplace, technology, media, great minds, podcasting, CMOs, excellence, and women’s empowerment.
There were many great exhibits as well. I enjoyed using Meta’s AI which turned me into Super Man and Iron Man.
Meta had great AI Ray Ban sunglasses that enabled me to use the internet for many tasks.
Attendees also had a chance to make their reels on Meta.
Advertising Week looked back and looked to the future as well. The founder of Advertising Week Matt Scheckner, shared how he started the conference with an idea. He shared his story from the parade in Times Square in 2004 to today; describing how Advertising Week grew to have a presence with conferences across the globe. Matt Scheckner assembled a panel of leaders from business and entertainers On a panel he shared with Susie Essman of Curb your Enthusiasm, Tim Armstrong, Kim Kellehner, and Claudio Romo Edelman. The panelists shared their journeys and their keys to success: embracing change and growing.
There were many panels about using AI, Data, Storytelling, Global Marketing, public speaking, pitching deals, and selling advertising. Additional panel pictures can be found on Instagram.
I learned so much. If you are interested in trends in advertising, marketing, AI, and beyond, attend Advertising Week.
I want to thank the organizers of Advertising Week for having me as their guest.
Posted 3 weeks ago
Insights from 2024 DMWF NA
Last week, I covered the Digital Marketing World Forum conference in New York. The conference was held at the Marriot Marquis in New York’s Times Square. The Digital Marketing World Forum or DMWF for short, covered a wide array of topics beyond just digital marketing, that covered AI, ecommerce, influencer marketing, and creativity just to name a few.
DMWF also had interesting service providers in the Digital Marketing space.
The conference was divided into two tracks. Track one consisted of topics that fell into the categories of: Covering Data, CRM & Insights // eCommerce & Omnichannel // AI & Marketing Automation // Digital Transformation & Leadership // Customer Experience, Email & Automation // Mobile Marketing & Advertising //.
Track two consisted of topics that fell into the categories of: Influencer, Affiliate & Creator Marketing // Content & Video Marketing // Social Media & Community Marketing // Digital Brand Strategy & Communications //.
There were so many amazing discussions. The topics that I found the most interesting were Building a successful Full-Funnel Marketing Strategy, and How to navigate changing social platforms.
In the Building a successful Full-Funnel Marketing Strategy panel,
Shayna Macklin, Director, Social / Brand + Music Partnerships & Fractional CMO, Playboy Enterprises, Inc. & Rainbow Apparel Co
Carly Schrager, Head of Marketing Automation Engagements, North America, Bluprintx
Moderator: Dasha Shunina, Ambassador Community & Partnerships, Puzzle
David Johnston, Head of Social Media, U.S. Department of Defense
Lamarr Shand, Head of YouTube & Digital Video Strategy, Google
Cara Hedgepeth, Senior Social Media Community Advisor, AARP
address the questions of:
Social strategies in 2024 and beyond
Defining your customer profiles and adapting your game plan for your audiences, including B2B and B2C
Using data and insights to define your social strategy and increase engagement
Socials in different industries — when should you engage with your customer?
The DMWF was an amazing conference. If you are interested in Digital Marketing and all things Marketing, I suggest attending the DMWF.
I want to the thank the organizers of the Digital Marketing World Forum for having me as their guest.
Posted 5 weeks ago
Connecting & Innovating at TechDay 2024
I covered TechDay in New York this past Friday. This year was special because it was the 10th anniversary of TechDay.
Over the past ten years, TechDay events have connected over 10,000 startups with over 250,000 investors, accelerators, engineers, suppliers, and other members of the tech startup ecosystem. This is according to TechDay.
Attendees had the opportunity to network with venture capitalists, and accelerators, learn about the latest technology, and attend tech talks.
These tech talks consisted of thought leaders from the NYC startup ecosystem, including investors with over $5 billion in combined assets under management. Thought leaders spoke on a series of panels focused on the history of the NYC startup ecosystem, its present opportunities, and possible futures
Entrepreneurs had the opportunity to audition to pitch their start-ups on Shark Tank.
There were many exhibitors at TechDay as well. Companies were from a wide array of industries.
In this video, I walked the event floor to give you a sense of the things happening from networking, connecting, pitching, and learning.
Thank you to the organizers of TechDay for having me.
TechDay was a great event.
TechDay events are held both in person and online. Visit techdayhq.com for a schedule of upcoming events and a recap of the recently completed TechDay Expo.
Did you attend?
What are your thoughts on TechDay?
Comment and share below.
Posted 24 weeks ago
Survey of 2023 Holiday Spending
I surveyed my audience on LinkedIn on how their spending was impacted by inflation.
This is an updated extension of my last report where I surveyed my audience on LinkedIn about their holiday spending intent, method of purchase, types of purchase, and sentiment in the U.S. Consumer spending is always top of mind for marketers, sellers, and retailers.
This year, I focused only on inflation and holiday spending.
How has inflation impacted your holiday spending?
How did inflation impact your spending during the holiday season? Share your thoughts.
As you can see, 71% percent said they spent less during this holiday season. Consumers must see value in what they are buying. Brands need to create memorable experiences for consumers with their offerings
Based on my research, my finding suggests:
Inflation has dampened consumer spending during the holiday season.
Customers are taking a closer look at their finances this year.
Brands need to provide value offerings that create memorable experiences for customers.
How did inflation impact your holiday spending?
Please share your thoughts and join the conversation.
I’m a Strategic Marketer with Field Sales, Sales Enablement, Content Creation, and, Classroom Teacher/Trainer skill sets using Marketing to drive Sales/Growth.
As a Marketer, I’ve worked with Start-Ups, a Political Campaign, and a Digital Marketing Conference.
I’m certified in Inbound Marketing with classes in Marketing, Product Management, Product Marketing, SEO, and SEM.
Before teaching, I was an Outside Sales and Marketing Rep. selling and marketing dental products to Dentists using consultative selling, trade show marketing, field marketing, and market research.
I publish Sales, Marketing & Social Media Today a blog covering industry events and trends.
Open on title, industry, company, location, and level. Reach out on LinkedIn or at dan@dangalante.com to start a conversation.
Posted 39 weeks ago
Trends in AI & Generative AI: Insights from The 2023 AI Summit New York
Last week, I covered the AI Summit in New York. I was excited to learn about the trends in AI and generative AI and to see some commercial applications of these new technological advancements.
Patrick Murphy of UAB led the AI Exhibitor hub. Patrick shared insights from his research on Entrepreneurship. He shared how start-ups use AI, and Generative AI to scale up and bring products to market.
Generative AI is being used in the following eight ways:
Content and Asset Generative
Automated Processes
Ideation
Financial Management
Project Design
Optimized Structures
Acceleration and incubation
Ethics and Risk Management.
There was a pitching completion where start-ups did pitches in multiple rounds. At the beginning of the competition, they received advice from judges on best practices.
One of the start-ups that was of interest was Botwise. Jan Nowak shared how his team shared a use case on how they leveraged Language Learning models (LLM)using statistics and GPT solutions for rapid automation in customer service for Mylead.global is a platform that allows influencers to earn money. As a result, MyLead.global was able to screen influencers faster and better for their big brand clients.
AI-Powered Use Cases from across the board panel discussion
Leaders Saira Kazmi Ph. D. (CVS Health), Matthew Blakemore (Creative Industries Council) Taha Mokfi (HelloFresh), Kriti Kohli (Shopify), and Kris Perez (Data Force) share how they use chatbots, improving both the buyer and seller experience using AI. How AI can be used in video games to identify levels of violence and how AI can improve in healthcare and Radiology reducing the amount of time images are read while improving accuracy and detail.
Another interesting Panel was by Tim Delesio CTO of techolution
Tim asked What’s driving the explosive rise of AI all of a Sudden?
The answer is the economics of the labor market.
On the demand side, he cited labor shortages and persistent high inflation.
On the supply side, he cites the rise of ChatGPT and, major scientific and Technological breakthroughs in the past five to seven years.
He shared trends in AI for 2024 that include:
Physical Labor with AI to help deliver small batch sizes with high-precision quality control
Improved customer engagement by providing a new generation of customer service agents using Generative AI
Tim demonstrated some of these trends when he ordered a soda using an AI-powered robotic arm.
The booth had another machine showing how AI can enhance inventory management when items are ordered.
I was amazed to see some AI Tech that techolution brought to the marketplace.
On that note, I saw an AI-powered Kiosk by Graphen where a man ordered his food and paid. This company is using AI to revolutionize all industries.
Man orders food AI Kiosk
Man pays for food at AI Kiosk
There were so many great talks and exhibits.
Additional pictures can be found on Instagram.
I want to thank the AI Summit for having me as their guest. If you want to use AI and Generative to improve business outcomes, sign up for the AI summit in your city.
What do you think is next for AI and Generative AI?
I asked my LinkedIn audience If the Sales and Marketing functions were merged and run by Sales, What would be your main focus? Why?
As you can see, 68% of those surveyed said that increased lead generation and demand generation was a top priority. What this means is that people see Marketing as a vehicle to increase Sales and Revenue.
Free Trials
Previously, I have discussed the marketing strategy of free trials, discounted trials, and loss leaders.
Free Samples
Another great marketing strategy for brands to get prospects and current customers to try a new product or retry an existing one is to offer a free sample. This can be done by handing out the product sample during online, field, and tradeshow marketing.
Field & Trade Show Marketing
Samples can be in the form of a physical product, a link to an online offering, offering a discount to make a purchase. Recently, I attended the 9th Avenue International Food Festival in New York. I received sample food products. One of the vendors offered a food sample and a coupon to make a purchase.
At Tradeshows, brands can offer physical and digital products in exchange for customer information. This is an excellent tactic for lead generation. Most times brands scan the badge of customers to collect this information.
Online Marketing
Brands can also reach customers online to get them to request a free sample. The sample can come in the form of a download or a physical offering depending on the product type.
Brands can also offer branded merchandise as a way to be remembered by prospects and customers.
How have you used free samples to attract new customers, renew, upsell, and cross-sell existing customers?
I’m a Strategic Marketer with Field Sales, Sales Enablement, Content Creation, and, Classroom Teacher/Trainer skill sets using Marketing to drive Sales/Growth.
As a Marketer, I’ve worked with Start-Ups, a Political Campaign, and a Digital Marketing Conference.
I’m certified in Inbound Marketing with classes in Marketing, Product Management, Product Marketing, SEO, and SEM.
Before teaching, I was an Outside Sales and Marketing Rep. selling and marketing dental products to Dentists using consultative selling, trade show marketing, field marketing, and market research.
I publish Sales, Marketing & Social Media Today; a blog that covers industry events and trends.
The 2023 New York Auto Show is happening at New York’s Jacob Javits Center.
I had the privilege of covering the New York Auto Show on press and industry days. The show opened with the World Car Awards Breakfast.
I want to congratulate Hyundai for winning multiple awards with its all-new Ioniq 6 EV including the World Best EV Award, World’s Best Design, and 2023 World Car of the Year!
Congratulations to all of the other finalists as well.
I rode along in the Hyundai Ioniq 6 EV on one of the multiple test tracks at the show. It was an exhilarating experience!
The show consists mainly of EVs and hybrid vehicles. There are two levels including using EV test tracks where you can a do ride-along. There are fun exhibits that I recommend that you experience. I rode along on all of the test tracks experiencing various EVs.
The Jeep track simulates a mountain and off-road driving experience.
If you are interested in learning about EVs, Charging Stations, and electric power there are displays and resources to explore at the show.
You can find additional pictures posted on Instagram.
There were also some new vehicle roll-outs and major press announcements from Kia, Hyundai, Chrysler, Ram, VW, and many others. You can see some of them below.
Kia Press Conference The all new EV9.
Hyundai Press Conference and Reveal Kona N Line, The All New 2024 KONA Electric
I enjoyed the Subaru Loves Pets campaign at the show. Subaru is partnering with animal nonprofits to get pets adopted, especially pets that are disabled and traumatized.
The show is open to the public as of yesterday at the Jacob Javits Center located at 429 11th Avenue New York, New York 10001. How to get to the Auto Show. The Auto Show runs from Friday, April 7th, through Sunday, April 16th, 2022. The hours are as follows Monday — Saturday from 10 am to 7 pm and Sundays from 10 am to 7 pm. General admission tickets are $21 for adults and $ 7 for children. If you want early access for this Friday or Saturday tickets are $45 for adults and $7 for children. Tickets can be purchased here.
What are you hoping to see at the auto show?
If you have attended the auto show, what was the most exciting thing you experienced?
Building relationships with customers and closing deals is critical for sales success. In business, customer acquisition and customer retention are crucial to generating revenue. It is cheaper to keep existing customers than to acquire new ones.
Once a sale is made, it is tempting for sales reps to move on to the next customer.
However, the sale is not complete when the customer signs the contract. Customers should pay their invoices on time to ensure the business has enough cash to operate and potentially turn a profit.
What on time means is dependent on a company payment policy. Customers can have payment terms raining from C.O.D, net 30, net 60, net 90, net 120, or longer. Some cycles can run for a year or longer. Certain companies offer financing options. Payment structures are structured based on the length of the sales cycle.
How can we make sure customers pay their invoices on time?
Here are six ways to keep customers and get them to pay their invoices on time.
Build and nurture customer relationships.
When the sale is complete, put all details in writing.
Follow through with the implementation product or service post-sale.
Check-in with your customer to make sure they are happy with their purchase. This can present an opportunity for upselling, cross-selling, repeat business, referrals, and testimonials.
If the customer voices concerns or has an issue with a product or service, address it immediately.
Make sure to honor any promises and warranties extended during the sales cycle.
If you follow these steps, you will get most customers to pay their invoices on time.
What do I do if a customer will not pay their invoice?
In large organizations, the accounts receivable manager will handle the customer by sending past-due notices and charging penalties. However, if Sales Reps work for a small company as I did, this will be the Sales Rep’s responsibility. Ideally, the Sales Rep should be able to handle customer issues because they have a relationship with the customer.
Sales Reps should call and visit the customer. During the visit, Sales Reps need to try to solve the issue. Be polite. Never raise your voice or swear at a customer. The goal is to get paid while keeping the customer whenever.
As a result of implementing the strategies above, my receivables (open invoices) were the lowest in the company! This allowed me to earn more commissions, make more sales and develop great relationships with my customers.
It is important to note that Sales and Service across acquisition and retention are subdivided in larger organizations.
How have you improved customer retention and gotten your customers to pay on time?
I’m a Strategic Marketer with Field Sales, Sales Enablement, Content Creation, and, Classroom Teacher/Trainer skill sets using Marketing to drive Sales/Growth.
As a Marketer, I’ve worked with Start-Ups, a Political Campaign, and a Digital Marketing Conference.
I’m certified in Inbound Marketing with classes in Marketing, Product Management, Product Marketing, SEO, and SEM.
Before teaching, I was an Outside Sales and Marketing Rep. selling and marketing dental products to Dentists using consultative selling, trade show marketing, field marketing, and market research.
I publish Sales, Marketing & Social Media Today; a blog that covers industry events and trends.
I surveyed my audience on LinkedIn about their holiday spending intent, method of purchase, types of purchase, and sentiment in the U.S. Consumer spending is always top of mind for marketers, sellers, and retailers. With inflation on the rise, consumers spend differently than when inflation is low.
I asked my audience four questions.
How has inflation impacted your holiday spending?
Which types of holiday gifts are you buying?
How did you buy your holiday gifts this season?
Did you use shoppable ads to make a purchase?
Below you can find the results of each survey question.
1.How has inflation impacted your holiday spending?
As you can see, 60% percent said they spent less during this holiday season. Consumers must see value in what they are buying. Brands need to create memorable experiences for consumers with their offerings.
2. Which types of holiday gifts are you buying?
This survey was split across different categories. Gift cards were top at 33 % percent of those surveyed saying they were buying gift cards and giving cash as a gift. Experiences and electronics were tied at 25 %. Media was in the lowest category at 17%. Across all of these categories, there are opportunities for brands to sell to consumers.
3. How did you buy your holiday gifts this season?
Based on the survey, 56% percent of consumers said they started their customer journey online; including purchases on a mobile device. Brands need to make an e-commerce experience seamless for customers. Most big box stores are creating an omnichannel buying experience; 31% percent of those surveyed stated that they made purchases online and in-store. Small businesses only received 11 %, followed by only in-store buying at 2%.
These findings suggest that small businesses need to create an e-commerce store to create an omnichannel experience for consumers, catering not just to what they want to buy but how they purchase. Small businesses need to show up where consumers make purchases.
4. Did you use shoppable ads to make a purchase?
75% of those surveyed said that they did not use a shoppable ad to make a purchase. Since late 2019, shoppable increased. Consumers can buy products directly from ads on search engines and many social media sites. This will shorten the customer journey.
Based on my research, my finding suggests:
1. Inflation has dampened consumer spending during the holiday season.
2. Brands need to provide value to consumers creating memorable experiences.
3. Businesses should serve consumers on the channels where they make purchases.
4. How consumers buy will continue to evolve.
5. With Shoppable Ads on the rise, the customer journey will be shorter. More purchases will occur during the time consumers search for products.
It will be interesting to see the consumer sentiment and the price of goods with the release of the CPI and the University of Michigan Consumer Sentiment survey due to be released this week.
How did inflation impact your spending during the holiday season? Share your thoughts.
If you want to share your opinion but didn’t get the chance to vote, answer these questions in the comments.
I’m a Strategic Marketer with Field Sales, Sales Enablement, Content Creation, and, Classroom Teacher/Trainer skill sets using Marketing to drive Sales/Growth.
As a Marketer, I’ve worked with Start-Ups, a Political Campaign, and a Digital Marketing Conference.
I’m certified in Inbound Marketing with classes in Marketing, Product Management, Product Marketing, SEO, and SEM.
Before teaching, I was an Outside Sales and Marketing Rep. selling and marketing dental products to Dentists using consultative selling, trade show marketing, field marketing, and market research.
I publish Sales, Marketing & Social Media Today a blog covering industry events and trends.
I write about the three topics that I am most passionate about; Sales, Marketing and Social Media. These topics are covered from my experiences in outside sales and marketing. My objective is to use my expertise to help business and the individual.
Sales processes include the following: customer development, prospecting, discovery calls, closing deals, cross-selling, upselling, post-sales implementation, customer experience, obtaining referrals, and testimonials.
What is the hardest part of the sales process?
I surveyed my LinkedIn audience to find out.
Survey Results
Of those surveyed, 53 % said closing deals was the hardest part of the Sales Process, followed by understanding market fit at 22%, Calling on buyers, and knowing their needs at 19% with the lowest being cross-selling, referrals, testimonials, or other reasons at 6%.
Based on these findings, I have included nine ways to enable sales teams to close more deals.
9 Strategies to Empower and Enable Sales Teams to Make more Sales
1. Have Sales and Marketing Management discuss Sales Cycle mapping out Sales, Marketing, and the Customer Journey.
2. Have Marketing go with Sales on calls to observe customer interactions regularly.
3. Take notes from Sales calls to develop answers to customer objections.
4. Role play with the Sales to get better at objection handling.
5. Develop an on-demand LMS for Sales including Decks, Videos, Sales Training materials, Product training materials, Scripts, and FAQs.
6. Use feedback from Sales calls and objections to improve Sales and Marketing Collateral.
7. Assign readings on sales strategy and techniques.
8. Conduct market research to show how is your products and services are better than the competitor. Present market research creating a chart that Sales can refer to when dealing with customers.
9. Develop buyer personas to understand customer buying motives. Share the buyer personas with Sales.
8 Techniques to Overcoming Customer Sales Objections
In sales, everyone has to be able to overcome objections to be successful. The best way to overcome objections is to prevent them. This can be done by providing a thorough sales presentation that covers all the information about your products and services. Also, you must address any questions the prospect has immediately. However, objections will come up from time to time. Some of these objections are real buying signals and others are just stalls to put you off. As a Salesperson, you need to be able to tell the difference.
Handling Objections & Stalls from Prospects
1. I am happy with my current supplier.
When you call on a prospect they say we are happy with our current supplier, this can mean one of two things. The first is that they are truly happy and the second is that they want you to get lost. (A stall) You need to be able to tell the difference. You should be able to tell by a prospect’s body language and level of attention.
If it is the first scenario, you should find out what supplier they currently use. When the prospect tells you it is your job to demonstrate how you are better. Once you feel that you have demonstrated how you are better, ask for a commitment or small order. By asking for small order, you provide the prospect an opportunity to take a chance on you with minimal risk. I have had a lot of success with this approach.
If the scenario is the second one, the prospect will not provide you with any information or say that they deal with a company or person for 20 years and they do not want to change. In this case, I would still ask for the order. Should the prospect say he is not interested again, I would thank them for their time and leave. You should call on this prospect a few more times and then only call on them every two months. You need to focus your time on prospects that are receptive to you and your offering.
2. I want to think it over.
When you hear this, what the prospect is saying is I am interested but I am not convinced. You should ask the prospect what specifically about this offer do you want to think over? Your goal here is to uncover the real objection. If the prospect gives you a specific answer, you are in business. Address the objection and ask a closing question. Say if I can handle XYZ, is there any reason why you would not purchase this product. Should the prospect say, no you covered everything, this means that they are either stalling, not interested in your offering, or will not tell you the real issue they have with your product. If this is the case, ask when they plan on making a decision and follow up with them in that time frame.
3. I need to consult another party
This can be a stall to put you off. You will need to determine this by the prospect’s body language and the level of attention you receive. When the prospect tells you this, you should ask for a meeting with the prospect and the person they need to consult. Should the prospect agree to this, you have a chance. If they will not agree to a meeting, it is a stall and they are not interested in your offering. However, I would still call on them a few more times. If you have no success, call on them every two months.
4. I am not the Decision-Maker- The Columbo Technique
During some cold calls to dental offices, I was not able to obtain the information that I needed to overcome prospect objections. This occurred because the person I was speaking to was not the decision-maker. As a result, they were reluctant to talk for fear that they would say the wrong things or give away too much information on their bosses’ business. Despite their reluctance, I would continue to talk with them, build rapport and bond. I would ask to speak to the decision-maker but many times they were not in the office, or the person I was speaking with would not want to disturb them for fear of getting reamed out when I left the office.
When this was the case, I would use the Columbo technique to get the information that I needed. I would turn to leave the office, put my hand on the doorknob and ask who their supplier was or when I could catch the boss. Usually, the person I was speaking with would provide me with a lot of information about the prospect. Even more, than I expected! This is because the person that I was speaking with put their guard down. After all, they thought I was leaving the office so one last question didn’t seem so bad.
During other cold calls, I was able to speak to the decision-maker. I would build rapport with them and try to obtain as much information as I could to overcome their objections. Many times the prospect would be reluctant to give me information; stating that they were happy with their supplier or they were too busy to speak to me. When they used the supplier objection, I would employ the Columbo technique; turn to leave and ask who their supplier was. Many times they would tell me and I would ask them for a few moments of their time to show how my products were better. I would get the time and close the prospect on giving me a trial order. I developed some of my best customers this way. Other times, I was able to obtain a follow-up appointment with the prospect.
The key to the Columbo technique is to get prospects talking. Even if it’s about things not related to their business at first. You want to make them comfortable talking with you. Next, you want to save the question you want to know for the end of the conversation because the prospect will most likely answer it thinking you are going to leave their office. In other words, their guard is down.
The Columbo technique is a great way to close sales and obtain information.
5. Your price is too high.
Emphasize the quality of your product along with the level of service you will provide. Next, you should demonstrate to the prospect how your offering’s total cost is less than the competitors over the life of the product. This is when you can bring up the competition showing how your products are superior in terms of product features and benefits using market research. Testimonials or social proof from loyal customers can also help. By taking these steps you demonstrate that your product is valuable and increase your chances of making the sale. (Provided this is the real objection.)
6. We spent our budget.
If they say the money is not the budget, ask If I can offer delayed billing or a payment plan would you be able to take delivery? If the person needs approval from another person, ask to present your product to that individual with your prospect’s endorsement. Should the company want and need your product, they will find a way to pay for it.
7. I had a bad experience with your company.
I would apologize to the prospect about the experience. Tell them you are the new rep and that you will not let anything bad happen on your watch. Ask them to give you a chance. This will not work all of the time.
8. Call me After the Holidays.
During the holiday season, many people are in holiday and party shopping mode. from Black Friday, Cyber Monday, and many other things. Also, everyone is thinking about going to parties. So the last thing on your customer’s and prospects’ minds is to make a year-end purchase; unless they receive a year-end tax advantage. As a sales rep, you are under pressure to close deals so you can earn that bonus. Unless your customer is in a buying mood, you are going to hear the objection “call me after the holidays”. If you have done business with this customer, you will have an easier time than if you are making a cold call.
To combat this objection. You have to attempt to get around this objection. If your offer is time-sensitive or if you can provide a break on pricing or payment through a special promotion for example no payments for 3 months; make your customer aware of them. However, at this time of the year, you will get customers and prospects who just don’t want to deal with you and your offering. As a sales rep, it is your job to be able to tell if the customer and prospect are telling you the truth. In other words, you need to qualify their objections. This means following up with every customer and prospect even when things look bleak.
Should your customers and prospects insist that call you after the holidays, I would find out which holiday they mean. Next, I would pin them down to a specific day and time to call back. I recommend sending your customers and prospects a holiday card with a little note reminding them about the appointment; stating how you look forward to speaking with them on the specific date and time. Once this time comes, I would hold them to their promise. Deliver your presentation and ask for the business.
Why Customer Objections are Sales Tools
When the Customer does not ask questions about a product or service it demonstrates a lack of interest. Sales objections are sales tools because the customer shows interest by asking questions. These questions allow the Salesperson to build rapport and trust with potential customers. They get to demonstrate their product knowledge and expertise. Without any customer objections or questions, reps have no way to measure their progress during the sales call; making it impossible to pivot. This makes it hard to make sales and build a relationship with the customer.
Why Customer Objections are Marketing Tools
Certain things come up when customers raise objections. Over time, Salespeople will be able to see patterns of this objection. Objections are raised about pricing, bad past experiences, budgeting, being happy with a competitor, and product inferiority. While Reps need to be able to handle objections; if they keep losing the sales for the same reason, they need to share this information with the marketing and product development teams.
How Marketing Can Help Sales
Based on the feedback from Sales, Marketing Teams can Create and improve Sales/Marketing Collateral to address potential objections. Customer objections are Sales and Marketing tools because they provide customer intelligence that can be used to sell more/improve products.
Sales Teams
Sales teams can provide a lot of information about customers, product concerns or issues, and objections they face. They are front-line soldiers that have a direct line to customer intelligence.
Integrating the Sales Team into your Marketing Strategy
Meet with the sales team and encourage them to compile a list of customer complaints, objections, and questions about products that they face. Ask the team to create materials that address these concerns that customers can access. This could take the form of blog posts, PowerPoints FAQs, product demonstrations, and tutorials.
If the sales team feels uncomfortable creating content, they could be interviewed by the marketing department. The marketing department could take content /basic materials, emails from the sales team and polish them up into visually appealing content that customers can access.
Customer Service & Service
Similar to the sales team, your customer service and service teams are front-line soldiers to help customers with issues they face at call centers or through social media. Ask them to write down complaints they get from customers with the answers. These complaints of FAQs could be put up on a website via a PowerPoint presentation, blog, etc… If this is not possible for the team, interview them, collect basic materials, emails, notes and create the content yourself.
The sales and customer success and service team are an important part of a marketing strategy for customer retention. The more products a customer uses from a brand, the less likely they will switch to a competitor. Remember it costs more to obtain new customers than it does to keep existing ones.
Cross-Selling & Up-Selling
Sales, Service and Customer Success teams can also help with cross and up-selling by sharing promotions and new offerings with customers. The Sales and customer service functions of brands are essential to creating a great experience for customers.
This is how brands can integrate Sales and Customer Success and Service teams into their marketing strategy. How are you using content from sales and customer service teams to help your brand retain customers? What are the goals of your brand’s marketing efforts?
Obtaining Testimonials
Once you have made a sale to a customer, it is important to follow up with them. In Sales, it is important to deliver on the promises you make to customers. This means checking in with the customer throughout the implementation of your product or service. Staying in touch with a customer post-sale is also important to earn repeat business and referrals.
As an outside sales representative in New York City, making sales was the highlight of my day. Once I made a sale, I was itching to ask for a referral or a testimonial. In other words, I wanted to ask the customer the question Do you know of anyone who could benefit from my product and services? However, once I made the sale, my inner voice told me not to ask for a referral.
Now many people would want to ask because they feel that the customer bought their products or services and this shows a sign of trust. But what did the customer buy? Yes, the customer bought you and your products but the main thing that they bought was your promise to deliver value through your offering. How can you ask someone to put their credibility on the line when you and your solution are unproven? Yet many people do.
Asking for a referral right after the sale is a mistake because you have not delivered on your promise and you will seem ungrateful. The customer will think that you are not interested in building a relationship and that you just want to make a commission. Remember your job as a Salesperson is to build relationships with customers and to make sales by demonstrating the value of your products to the customer. Once the sale is complete, it is your job to deliver on the promises that you make to your customer.
When to Ask
Now you are thinking well this is great but when do I ask for a referral? How do I ask for a referral?
I would ask the customer for a referral when I know the customer is happy with the implementation of your product or service. In other words, ask when you have delivered on your promise. If you offer more than one product or service try to cross-sell or upsell the customer first. See if the customer will use more of your products or services or if the customer purchases more expensive offerings from you. Once the customer purchases more items from you, the customer is demonstrating that they like and trust you. This is the time to ask for a referral. I usually waited until this point to ask for a referral.
Ask the customer for a referral by thanking them for the business that they have provided. I would then ask if they knew of anyone like themselves that would benefit from my offering. My experience has taught me that customers were always willing to offer themselves as a reference. Customers who offered me a referral would let me use their names with other clients or pass my name along to their peers.
Testimonial Formats
Testimonials are like referrals. Testimonials can come in a variety of forms. There is a testimonial letter and a testimonial video. The testimonial letter is when a customer writes a letter stating that you did a wonderful job for them and endorses you. The digital version of this letter is the recommendation feature on LinkedIn and,/or uploading a letter to your website. The testimonial video is when a client speaks of your performance in a short video segment. This can be done by the sales or marketing team depending on if there are customer advocacy or referral marketers on your team.
When asking for a testimonial, offer the customer the option to choose the option they feel comfortable with. Also, be sure to tell them what specific aspect of your service you want them to focus on. Once you receive a referral and/or testimonial, make sure to thank your customer. Should you get new business through a referral, provide great service otherwise your customer will not give you anymore! Keep your customer informed on the status of the relationship with the referral.
Customer Evangelism
Providing customers with great products and experiences is a great way to get customers to help market your products and services.
Below is an example of how Hyundai used customer marketing & testimonials to roll out Connected Care at the NY Auto Show.
Previously, I wrote an article about what the auto show could teach us about trade show marketing.
Hyundai made one of the best presentations of this particular show. They dared to be different. Instead of the traditional press conference, where journalists sit, take in the information and ask questions post-conference, Hyundai included a Q & A session right into the presentation. The conference was not a conference at all; it was a town hall. John Krafcik, CEO of Hyundai Motor America, used the opportunity to roll out Connected Care. This is a service that allows drivers to get help in case of emergencies. The service also updates owners on the health of their vehicles.
To back up their claims, they had customers provide in-person testimonials of how their lives were saved. One of their customers survived a head-on collision thanks to the service. Unable to contact his family, the service notified them of the customer’s condition. Now that’s a testimonial. If I need a new vehicle, I would strongly consider buying a Hyundai.
The live customer testimonials are worth their weight in gold. Prospects will believe what customers say over any marketing campaigns that brands create. This is a strategy that any business or brand can use. Offer quality products and a great customer experience. Serve customers in this way, and they will be more than happy to share their stories with the world! This is the best kind of advertising that anyone could ask for. Certain customers may even become evangelists.
Customer Appreciation
The easiest way to make sales is to earn referrals and testimonials from your customers. Customers are usually delighted to provide referrals and testimonials for products that work. However, you need to show your appreciation to your customers who put their name and reputation on the line for you.
How you show this appreciation could take many forms. You could bring them baked goods or take them out to dinner. Taking them to a sporting event or concert of their choice is a great way to build your relationship. Find out what type of gift your customers want and try to get for them if it is feasible. Remember to do a good job for your new customer!
Customer Loyalty & Reward Programs
Another thing you could do is to show appreciation is to provide customers a coupon for 15 percent off any item that you sell once their referral has been converted to a sale. I would also provide a thank you note with the coupon. Also, I would develop a point and reward system that encourages your customers to provide you with more referrals. Credit card companies use a rewards and points system when customers make purchases. This can be a model you can copy and implement; depending on your budget. Gift cards can also be an option.
Building Communities
Brands can create online and offline events for loyal customers to reward them. They can also create user groups on social networks such as LinkedIn, Facebook, and Slack.
Brands can also develop a brand ambassador, referral, and/or affiliate marketing program. Some brands use influencer marketing to help sell and market products. Some influencers are celebrities but some brands use micro-influencers that are known in a particular industry.
Remember, word-of-mouth marketing is a great tool to earn new business. Taking the time to say thank you is well worth the time and effort. Your customers have more weight with your prospects than you do! Let your customers help you earn new business. Your existing customers are one of the best sources of new business. Turn these customers into Apostles.
What Sales and Marketing strategies have you used to: enable sales teams, to make more sales, close more deals, and, open new relationships?
I’m a Strategic Marketer with Field Sales, Sales Enablement, Content Creation and, Classroom Teacher/Trainer skill-sets using Marketing to drive Sales/Growth.
As a Marketer, I’ve worked with Start-Ups, a Political Campaign, and a Digital Marketing Conference. I’m certified in Inbound Marketing with classes in Marketing, Product Management, Product Marketing, SEO, SEM.
Before teaching, I was an Outside Sales and Marketing Rep. selling and marketing dental products to Dentists using consultative selling, trade show marketing, field marketing, and market research.
I publish Sales, Marketing & Social Media Today a blog covering industry events and trends.
Articles and insights have been featured, mentioned, and, referenced in:
•SlideShare for being in the top 5% of profiles viewed in 2014
•LinkedIn Profile was in the top 1% of profiles viewed out of 200 million members in 2012
I’m seeking a full-time role in:
Inbound Marketing, Digital Marketing, Content Marketing, Product Marketing, Demand Generation, Social Media Marketing, Sales Enablement Enablement, Sales Strategy, Marketing Strategy, Employer Branding, Recruitment Marketing. Reach out to start a conversation on LinkedIn or email me at dan@dangalante.com
Posted 140 weeks ago
Sales, Marketing & Social Media Today
I write about the three topics that I am most passionate about; Sales, Marketing and Social Media. These topics are covered from my experiences in outside sales and marketing. My objective is to use my expertise to help business and the individual.
I covered the Digital Marketing World Forum in New York this past week.
There were great discussions on Digital and Social Marketing. The topics ranged from the customer journey, customer experience, customer retention, personalization, using data, and privacy legislation.
My key insights were:
1. To improve customer retention, brands need to understand their customers to personalize their experiences across all touchpoints. Marketers from different verticals shared how they were able to improve customer loyalty and retention by personalizing and creating customer experiences across all touchpoints.
2. Many times, customer data tells a story that contradicts preconceived hunches and opinions. Marketers from T-Moblie and Decoded found this out when they marketed Cell Phone plans to the 55+ community.
3. Marketers have the tools to better understand their customers and to track the results of their efforts faster than ever before. These tools empower marketers to improve the customer journey and experience. With this power comes the obligation to better serve their customers and to quickly pivot when their tactics and strategies are not effective. Marketers with different products and services shared their stories and strategies.
4. Companies that are going to use Chatbots to serve customers need to train Chatbots to handle complex requests from customers. Chatbots should not be used to answer questions like the hours of a store or simple information that can be obtained from a website.
5. Privacy Legislation similar to GDPR is coming to the United States. Laws in California and Nevada are being enacted in 2020. OneTrust shared how Marketers can prepare and comply with the Californa Consumer Privacy Act (CCPA).
