Monday, April 30, 2012

Management - Skills Needed For Managing People

Management - Skills Needed For Managing People

In order to achieve the success that you want to reach it is vital to follow a strict time management schedule. This will allow you to manage your time as effectively and efficiently as possible.
The first step is to follow a written plan such as a daily or weekly plan matching it with your monthly or quarterly plan as this sets realistic goals for each day. Review the plan the night before as you will be fully prepared for what lies ahead.
What is found generally is that, following the Pareto's rule 80% of unfocused effort generates 20% of results while the remaining 80% results are achieved with only 20% of effort. Therefore many people spend their days in a frenzy of activity but achieve very little because they are not focused on the right things. Talk to a colleague, business partner or your sales manager about what you should be focused on.
At the heart of successful time management it is an important shift in focus - concentrate on results, not on being busy as this will ensure you are getting rewarded for the time you spend on daily activities (Not been a busy fool).
The purpose of time management is to adjust the balance of time spent during the day in favour of high yield activities, especially true today as time is money and we need all of our energies focused on yielding a return on investment (ROI), in this case time and money is what we are investing - determine what you are getting in return?
Shift your focus
To shift the balance, first of all you need to analyse how you really spend your time during an average day. In order to ensure that most of our working day is spent on focused effort, think about your focus.
What are the three most important activities that generate the greatest returns for you in your business and or sales role? And how much time do you spend in these activities in total per day?
Using your time wisely
Research has also shown that individual energy levels vary enormously throughout the day, depending on the blood sugar levels, lighting, temperature etc. each person has a set pattern that can be predicted and so by analysing your day more closely you can plan to be doing appropriate tasks at a time which best suits your energy levels. For example high return activities when your energy levels are at their peak and research when your energy levels are at their lowest.
You should ideally have a whole month planned in advance, with your goals set out clearly and it also helps to break the month down into weeks so that you can work towards your weekly targets very clearly.
Plan your day tomorrow - today this way you know exactly how your day should pan out and what to start on immediately as soon as you get into the office.
Time is money so spend it wisely ensuring you are getting the best return every time.
Proper Planning and Preparation equals success
P+P+P = a great return every time

Saturday, April 28, 2012

Kerala Travel Packages - Adding Fun and Comfort to Your Holidays

Kerala Travel Packages - Adding Fun and Comfort to Your Holidays

A visit to India is never complete without a visit to its southern-most state Kerala that offers a tourist myriad of attractions starting from hill stations to beaches to the waterfalls. Kerala travel packages are many as the number of visitors who reach this place is always high every year. Most travel packages include some of the most well-known places in Kerala starting from Thiruvananthapuram, the capital of Kerala, in the south to Kasargod in the north of the state.
As you are aware, Kerala has the nickname 'God's Own Country' and it is for no other reason than the number of attractions it has for its visitors. Besides, it has a pleasant climate all round the year, with no severe heat as in the case of the Middle East or no severe cold as in the case of the Western countries. The eco system here is quite well balanced and there is a natural landscape here that suits the healthy growth of flora and fauna.
Today there are thousands of tourists who come for various reasons and opt for different Kerala travel packages such as honeymoon, Ayurvedic treatments, pilgrimage, stress relief, rejuvenation and rest, wild safari, etc. And it is this variety that makes Kerala the favorite destination of many from within and outside India. Whatever is the purpose of your visit, you are sure to find a suitable travel package that would cover your needs here. Whether you have come with your spouse for honeymoon, with the entire family for holiday or even alone for some quality time with yourself in meditation, Kerala can offer you it all.
Most places in Kerala frequented by tourists are quite well-known for different reasons. The temples, museums and beaches of Thiruvananthapuram, the backwaters and houseboats of Alappuzha, the Synague, Dutch Palace, churches and cathredrals of Kochi, the forests of Wayanad, the mountain ranges of Munnar, the waterfalls of Vazhachal and Athirampilly are a few from the long list of attractions Kerala has to offer. Besides the natural beauty of these places, you get to see several other unforgettable scenes such the various festivals like "Thrissur Pooram" and "Kochi Carnival" that take place every year.
The Kerala travel packages include all these to make your journey a unique experience that is fun-filled, adventurous and exciting. The best part of this is that there is a package that would suit your tastes and preferences as well as your budget. Most travel agents in Kerala have several packages that are customized for you according to your needs, duration of your stay and most of all, your budget. All you need to do is to take the first step of landing in Kerala.
Get best Kerala travel packages from Trip Finder.

Friday, April 27, 2012

Coaching Change-Management

Coaching Change-Management

If you have a coach or are a coach, it's likely that you are interested in initiating change somehow, someway. You see an opportunity in yourself or in someone else, and you want to make a difference. Now, if you're the one that's hoping to change, well then, for the most part, you're in control. Alternatively, if you're simply involved in someone else's process, your role is dependent on 5 things.
1.     Their purpose for changing, and the priority they put on the process.
2.     Their interest in using you as a resource, and their level of respect for you.
3.     Their willingness to do the hard work that's inevitable & essential.
4.     Your ability to influence.
5.     Your patience for the process and the other person.
It's critical to consider these 5 factors because if you're helping someone else, you must recognize that it's not all about the other person (putting too much pressure on him/her) and it's not all about you (taking too much pride in yourself). At the same time, you must willingly accept the fact that some people do not want your help. It's not your job to convince them to change.
If someone invites you into his/her process toward change, you inherently inherit responsibility. Be accountable to it, without abusing it. In order to do this well, try utilizing the ABCDE framework to lay the right coach-client foundation.
ASK QUESTIONS. If someone approaches you and asks you to be her coach - don't just accept the offer. Ask questions to better understand her purpose, goal and vision for contacting you. All too often, we take things at face value, and down the road, we realize we weren't the right solution.
BELIEVE. I think it's absolutely fundamental to only accept coaching clients that we believe have potential. Now, I'm not suggesting that only high performers deserve your time! No, instead I'm saying that if you don't believe in the client, you are doing him a huge disservice by accepting his offer. We all know that little feels worse than being surrounded by someone who doesn't see and believe in our potential! Don't bog down the client with your disbelief.
CONTRACT. Once you decide you want to help the client work toward change, document this mutual decision. A contract doesn't need to be exhaustive to be valuable; it simply needs to put the relationship in writing, so that you both remain accountable to the process. Decide between the two of you what this should look like.
DIALOGUE. A dialogue is not a one-way conversation, it's a two-part process where new content is created. Set aside time where the two of you can connect and collaborate over conversation. Bonding before the official coaching process begins is fundamental to building a relationship. Good relationships harvest good rewards.
EXPECTATIONS. As their coach, it's your job to extract their expectations because most people aren't experts at explicitly stating what they hope to do, receive and become. If you don't understand their expectations from the start, you will have a hard time delivering valuable coaching strategies.
ABCDE is a good way to begin the coaching process.
Looking for more insights about coaching? Check out more from Doug at his blog at
Doug C. Watsabaugh, senior partner at WCW Partners, understands how to meet your unique performance challenges. With more than 20 years of experience, WCW Partners is a performance-improvement company that helps businesses revitalize their results and achieve record-breaking performance.
If you are looking to excel in sales, service or leadership, let Doug develop the capability in you!

Thursday, April 26, 2012

7 Strategies to Cross Sell - Ideas to Help You Sell More Products to Existing Customers on the Phone

7 Strategies to Cross Sell - Ideas to Help You Sell More Products to Existing Customers on the Phone

Executive Summary
In this Special Report, I'm going to share 7 strategies that'll help your in bound telephone customer care teams cross sell more products and services.
I'll show you how to get over the selling Inner Game hurdle, how to make the selling more elegant and less pushy and how to enjoy the customer engagement more than ever before.
Cross Selling - yes please
As a child I have fond memories of shopping at the Supermarket sitting in the shopping cart seat, harvesting sweets and chocolates as we approached the checkout isle. This was my first experience of cross selling in action and I took full advantage of it as a 6 year old.
Whiz forward in time and I'm working with a number of clients who have call operations where inbound calls are taken from customers, mostly existing customers. And the companies all have a target to cross sell products to this cross sold saturated audience.
We all know the benefits of selling to existing customers - they already know you, trust you and have a positive experience of your products. It's so much easier to cross sell or up sell to these people and a call centre operation seems an ideal place to do so.
But the results says otherwise.
In this article I'm going to share with you 7 strategies that you can adopt that will help you increase your success in this profitable area without undermining the customer care and service given.
1. Transition time
Your customer has phoned in for a reason and this query has to be answered, in full, to the complete satisfaction of your customer. But there needs to be a recognised transition from answering the query to cross selling since you cannot mix the two. Yes you can hear and note down the various "hooks" and "triggers" that'll help you later, whilst handling the query, but you cannot attempt to cross sell too early. If you do, you'll smack of hard sell and desperation, the customer and you, will get embarrassed and the relationship will suffer.
Instead, as soon as you've handled the query, confirm with the customer that they're happy and contented, then move to the transition phase.
You could even say "I hope you've found this call of help to you Mr Brown?" then following their positive comment you could follow up with "May I ask Mr Brown, how have you found the service at our company?"
Invite them to revel in the value and service you've provided during the call.
At this point two things happen. Number one, you've engaged the customer in a conversation about your company and their connection with you and number two, you've moved their attention away from the original query they came to you with. And the bonus is they feel good about you.
And not one mention of that inane question "Is there anything else I can help you with?" which should be banished to the 20th century.
2. Permission to ask
Just like asking a girl for a dance, you're not going to walk up to her, grab her and whisk her onto the dance floor, are you? Of course not, we woo her, engage in small talk at the bar and then, if the time is right, we ask her for a dance. The same goes for you girls too.
In the same way, we need to woo our customer a little, romance them, so to speak, before asking further questions about their other needs. My question from earlier would work, so would:
"How have you found the service from our company?
"I notice you've been with us now for over 6 years, thank you for your custom. May I ask what you like about us?"
"How aware are you of the other services we offer you?"
"What do you think about us?"
You'll soon pick up the vibes if it's not convenient to talk further and that's perfectly ok. Don't get all pushy on them, that'll spoil the relationship and put you off asking next time. Remember its fine for the customer to say no, it's allowed.
At this point, you can start asking your problem questions. What are these you ask...let me explain.
3. Ask problem questions
It genuinely upsets me when I hear call handlers utter the questions such as:
"When's your renewal date for your insurance coming up?"
"Would you like our new low interest rate credit card?"
"Can I interest you in our top of the range mortgage adviser?"
Yuk...they smell of pushy salesperson, desperation and despair.
The trick is to know the products and services that you have available and find customers who need them. Seems too simple and it can be if you do problem analysis on each of your products. Once you know the problems and issues that your products solve for the customer, and the goals they allow your customer to achieve, then you ask a question that explore the problems and goals with the customer.
How do we do this? Easy, let me show you.
What we do wrong, or perhaps marketing do wrong, is we focus too much on the benefits of the products, its bells, whistles and advantages. That's fine when you're presenting the product to a customer who's interested and you should do that. But if you do this to someone who you have no idea whether they have a need for the product, you're coming over too pushy, the customer and you get totally embarrassed, you can sniff the atmosphere, and it all goes horribly wrong.
Reminds me of the AA Salesperson outside the supermarket "Would you like breakdown cover?"
And you say "I was never recruited as a salesperson, I hate selling" in defence of your sanity.
No, instead ask the question that reveals if the customer has the need or not. For example
"I hope it's OK for me to ask Mr Brown, on the subject of credit cards, what concerns you most about these?"
"You have a large sum invested with us, do you mind me asking what your plans are here?"
"When it comes to getting general financial advice, what are you looking for to help you?"
"I noticed earlier you mentioned about saving the £200 per month for a potential house purchase, what hiccups do you foresee in buying a house?"
"I'm asking all my customers today whether they have car insurance that suits them? What do you look for in car insurance when you renew?"
You'll get all sorts of information from your customer, so long as you keep quiet of course, but that's another strategy. Listen very carefully for those little "hooks" and then present to these the value of your product as the potential solution.
So, if they mentioned that the concern they have with credit cards is paying them off completely because interest keeps getting added, have they thought about a personal loan to pay it all off at once so as to get rid of the card.
If they say they're looking for competitive rates and ease of claiming for their car insurance, you can introduce your plan with the relevant benefits to match.
It's elegant, needs practise, and you'll never be accused of hard selling because if the customer has no need, then you don't sell the product. Obvious really, remember they are allowed to say no.
Remember to close, ask them to go ahead...just ask them...don't get hung up here, if they say no, that's fine, it's legal to do so.
4. You need to ooze empathy
Managers often ask me what the real secret to cross selling is. I say in reply that the real secret is having empathy with the customer, having a connection, a bond, so that you can ask those tricky questions. Without empathy, you're on a hiding to nothing, it won't work.
By empathy, I mean truly understanding and relating to the customer and their current situation.
Try imagining what the customer looks like, where they're sitting or standing, get into their shoes by visualising and feeling the emotion they're going through. Are they nervous, confident, happy, sad, worried? Feel the same emotions with them and only then, will you have true empathy.
This replaces body language which face to face sellers have and you don't.
The quick answer is to recruit for attitude, for people who are genuinely nice and interested in people. Don't recruit for skills...recruit for attitude and train the skills later.
5. Develop warmth in your voice
We all know about voice on the telephone or vocal cosmetics as I call it. Matching customer's speed of talking, having a lower tone to build empathy and connection. But I go further here and advise that you develop warmth in your voice. A sense of humour, a little jokey maybe, be yourself.
Speed up a little, slow down, develop a variation in your tone, rid yourself of those nasty verbal tics by listening to your recordings. Enjoy your job, smile lots...a little overdone now but it really makes a difference to your warmth.
6. Grow a higher purpose
I often talk to people who don't want to sell, think it's a dirty word and tentatively give it a go, fail and give up after that. They are accidental salespeople and they don't like it.
The answer is to convince yourself of a higher purpose to what you're doing. Some people on the phone like to think they're genuinely helping people and I think we are. Some like to say they're preventing our customer from being ripped off by others and this might be true. Others I've come across feel they're using their product knowledge in the best way they can. People say they're serving customers and this is true especially if you stop pushing products and enter a conversation about the customer and their needs.
Develop a higher purpose and you'll not see yourself as a salesperson ever again.
7. Eliminate desperation
I've seen this disease in call handlers before many times. They're so keen to push their products and services, they sound desperate. They're so attached to the white board with their numbers and figures on them, they come over as pushy, manipulative and too salesey. This might be an exaggeration but you get my point.
Remove the pressure from the scenario by removing your desperation to hit the numbers and achieve the sales. Detach yourself from the situation. There's no pressure really, if the customer says no, so be it, they're allowed to.
Believe in yourself and your strategy of engaging with customers and asking questions to gain permission to ask the tough ones later. Believe in your ability to be successful if you just be yourself, warm your voice, build huge empathy and engage with them.
Generate positive beliefs about the scene...believe in the products you sell, the company you represent, truly believe and have confidence because if you don't, the customer won't.
Look up from your pod and see a world of opportunities, of potential, rid yourself of the feelings of having to sell to the next customer or I'm doomed. Take personal responsibility for your efforts, have confidence in yourself and the team around you and let the pressure and desperation flow away.
When I take my children to the supermarket, I'm much wiser and I've discovered the art to prevent the classic sweet isle cross sell...I do it online and let the supermarket deliver the shopping to me. No chance of cross selling now. Hold delivery people know how to cross sell?
Paul is an international speaker, sales trainer, author and coach based in the UK. His expertise and experience is in selling and sales coaching, his books and articles focus on rapport selling which puts the customer at the heart of the sale. Visit his website to sign up for his Weekly Sales and Coaching Tips or visit his blog at where you'll find his unique style of weekly blog posts for you to enjoy.

Wednesday, April 25, 2012

Pareto Principle (80/20 Rule) in Marketing

Pareto Principle (80/20 Rule) in Marketing

Vilfredo Pareto, Italian economist, contributed greatly to both marketing and business thinking and left us with some important postulates to consider in everything we do.
His theory and research, provided powerful insights for us to take further in exploring our ways to higher leverage, better outcomes, solutions, results. He originally analysed distribution of national wealth in US. Then we took his results and found transferability of his ideas and analysis to other significant areas of our lives...
V. Pareto has elaborated and validated that the largest portion of important results are merely steaming from very few activities we do in our lives.  It all boils down to following: 
·         80% of  results come from 20% of activities. 
·         80% of profits come from 20% of clients/customers/activities
·         20% of activities produce 80% of satisfaction
·         20% of people hold 80% of wealth
·         and so on and so on...examples are everywhere
You, see if everything is so easy quantifiable why we spend so much time, efforts, energy, resources on minor, irrelevant, waste activities, with people that cause us headaches, problems, negativity, etc?
And yet, without answers to this one. We know what matters but somehow pretend that something else is more important, urgent, with the faster payback, etc. We search for certainty, quick wins and solutions where so many before us seldom found their lucky breaks...
It all comes down to determining our core priorities, highest values, our "big rocks". 
Values drive behaviors, that force us to act or chose not to. Values determine everything. Performances and results steam from clarity. 
So the question is: 
If we know what makes us successful, what matters and what produces result - why we are not focusing on it unreservedly?
In life and business you must play full on, 100%, no excuses. You must be prepared to get your hands dirty and stick to the plans. Persevere.
Nothing will be given to you. You must deserve it. And you deserve it when you play within your areas of strengths.
When you eliminate waste and concentrate on your CORE. When you make your CORE stronger, better, more appealing, profitable, desirable...
Then you have something special, that soon becomes your  force... You have vital few vs trivial many activities to focus on. And when you focus on truly important, everything else is irrelevant to your prosperity. Everything else is marginal...
So, concentrate on 80/20 rule. Examples are all around you. You just need to recognise and apply them to your favor.

Tuesday, April 24, 2012

Attract More Leads Being an INFOpreneur

Attract More Leads Being an INFOpreneur

We've all heard of Entrepreneurs...and then Solopreneurs..and of course Mompreneurs...the newest iteration is INFOpreneurs...even though the word was originally registered as a trademark (USPTO) on February 1 1984 by Harold F. Weitzen. In 1988, H. Skip Weitzen published "Infopreneurs: Turning Data Into Dollars" (John Wiley & Sons)."

As defined by Wikipedia, an" Infopreneur is a person whose primary business is gathering and selling electronic information. This term is a neologism portmanteau derived from the words "information" and "entrepreneur".

An infopreneur is generally considered an "entrepreneur who makes money selling information on the Internet. They use existing data and target an audience."

For the purposes of attraction marketing, I prefer the original definition: "turning data into dollars." I further recommend that the data or content should be yours, not existing data. Too many people simply post articles they have read rather than creating their own content. Content rules!! You should create your own.

So the question is, how to turn data into dollars? The answer is crystal clear. Using an education based marketing approach, you will attract more prospects more quickly. More prospects turns quickly into more customers. More customers turns quickly into more money in your pocket

There are many ways to educate your marketplace and attract the best possible prospects. You can create free reports, newspapers/newsletters, white papers, fliers, books or even blog content.

You should create market driven data which will appeal to your target population and draw them to you in great numbers by fascinating them enough to entice them to WANT to speak with you.

The irrefutable fact is that if you are tired of cold calling and doing things the same way you've been doing for years, then you need to do things differently. After all, we all know the definition of insanity: doing the same thing over and over again and expecting different results.

Although any of the education based devices I discussed above are far and away better than the more common approaches most of you are utilizing, one attraction marketing device in particular outshines the others.

That device being a BOOK . Becoming a published author enhances your credibility and differentiates you from your competition like no other vehicle. You will destroy your competition once you become THE authority in your marketplace. Plus, you will create a legion of raving fans who are happy to pay you a premium price; rather than just having some customers who are likely to jump to the competition to save a couple dollars.

The choice is yours. Stay in your comfort zone, continue banging your head against the wall and believing the traditional wisdom that sales is a numbers game. You know that "wisdom". "See more people, you'll make more money" or "that NO just means I'm a little closer to that next YES". I played that game for years. It's no fun. There are much better ways to attract new clients.

You may be asking yourself "Who am I to write a book?"

The answer is "Why NOT you???"

If you believe in yourself and that you have something to offer to your target market, then you should absolutely consider writing a book.

The now economy demands new approaches. Wouldn't you prefer your target population coming to you rather than you chasing them??? Wouldn't you like to be THE recognized authority in your marketplace? A book accomplishes that; and more.

You can choose to get out of your comfort zone, to try something that is proven to work much better than the traditional approaches. In turn, you will make more money, have more time in which to spend it, and enjoy your business and life much more.

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Monday, April 23, 2012

Do You Make These Mistakes When Negotiating? Three Highly Effective Strategies Of Negotiation

Do You Make These Mistakes When Negotiating? Three Highly Effective Strategies Of Negotiation

ow to win a negotiation? In business you need to have an objective in mind before you start negotiating. State the Win-Win intention upfront and create a collaborate atmosphere from the beginning. Do you know the number one reason why people avoid negotiating? It's fear, the fear of looking bad.

There are a lot of myths about sales and negotiating. I guess the two biggest ones are:

· Negotiation is a talent that you're born with.

· To get what you want, you have to take away something.

If you watch children you will immediately notice that you face the best negotiators on the planet. How come we lose this 'talent' while growing up? Negotiation is a learnable skill. The more you practice it, the better you become.

Negotiating should always be Win-Win. A good deal is when everybody is happy. In business it's all abut relationships. Both parties have to win and be happy, otherwise you won't have a long-term relationship.

"Never take blood from a stone!"

If the person is not happy than go back to the deal and start all over again. Win-win or no deal!

Here are three highly effective strategies for negotiation:

1. Don't go first.

I'm sure you've heard of this one before, but guess what? It's one of the biggest mistakes sales people make. Don't go first in an offering situation because you never know the position of your counterpart. And more importantly - don't assume anything!

Here are 2 powerful questions you could ask:

· You do this a lot more than I do, so what would be a fair price in your opinion?

· What's the least you could live with and still be happy?

Remember, everything is in the tone. Now, what do you do if you deal with a real expert? Don't worry, this won't happen very often. And if it does occur and they don't want to go first, give them a good reason. But stick to this strategy and don't go first!

2. Be a juggler.

This is a great strategy to check upfront if you're dealing with a newbie or an expert. You will always know a newbie negotiator because they always talk about price. When negotiating you must use all the elements, not just price. Throw in factors like shipping, exclusivity, advertising, credit card terms, volume, logistics and distribution, other products and services just to name a few. Become a factor juggler.

3. Be prepared to walk away.

Now this is a tough one for many business people. The essence is not to get too attached even if you like the product or service very much. Here's an example of how to handle this situation with elegance: "I like your product very much but I will give you my email and phone number. Let me know if you do something on the offer maybe before I buy it somewhere else".

"You get what you negotiate. The rest is just conversation"

Most people negotiate harshly. But this doesn't work with reasonable people. Don't deal with people who are not fair. Deal with business people who are fair. Only negotiate with people who are pre-qualified.

And if you are interested in finding out more about sales and marketing strategies, I invite you to visit my blog at and grab your FREE Excerpt of my new eBook "SPEED - 5 New Ways To Winning In Business".

From Krisz Rokk - passionately sharing Marketing and Sales Experience.

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