Be On Alert

“Find out something personal.  Do something memorable.” – Jeffrey Gitomer

No access, no nothing.

It doesn’t matter if it’s your 1st week or 10th year.

Your goal is the same:

  • Get invited in.
  • Get invited back.

The Vibe will jump start 2017 by focusing on strategies & tactics that increase our most valuable asset…

Access.

To have access to our top customers, we must be perceived as having the 6 B’s dialed in:

  • Be engaging
  • Be valuable
  • Be prepared
  • Be trustable
  • Be brief
  • Be gone

The best way to ENGAGE a hard to access customer is to focus on their interests.

You have to do your homework.

  • What’s new in your customer’s world?
  • What has their attention?
  • What do they do in their free time?

Enter Google Alerts.

Google alerts can be your secret weapon for new customer information.

Google Alerts scans the web.

It delivers a report to your inbox each week about anything new that hit the web about your customer.

  • Did your customer just win an award from some obscure society?
  • Did an alumni newsletter just do a feature story on your customer?
  • Was your customer just interviewed on a podcast?
  • Did your customer just complete their 1st Iron Man?

If it hit the web, Google Alerts keeps you in the know.

So how does this increase your access?

Glad you asked.

Imagine writing your customer a hand written note congratulating them on finishing their 1st Iron Man.

Then you follow up a few days later with an email asking them to meet to discuss a new idea that may help streamline their reimbursement processes?

You just tripled your chances of meeting a previously non-responsive customer.

Or combine this with “Before we get started…” for a killer way to expand your time with a transactional customer:

  • “Dr Meredith – I have a new idea for that resident training we discussed. But before we get started… I listened to that podcast you were on.  How did that come about?”

Find ways to create and expand access.

Or lose to someone who does.

-Joe Ciccarone

The Big 3

“There are 3 things every successful salesperson needs: the right mindset, a refined skillset, and an effective tool kit.” – The Only Sales Guide You’ll Ever Need

Mindset is everything.

We must dial in the right mindset before we go anywhere near a customer.

Below are 3 questions that will help you create a killer pre-call mindset.

These 3 questions are applicable to any selling situation.

Below each question is a micro question related to our customers.

Mentally rehearse these before your next appointment:

  • 1) What can I LEARN?
    • What’s been their experience?
    • What do they perceive?
    • What outcomes do they see?
    • What’s most important to them?
    • Where are they apathetic?
  • 2) What VALUE can I bring?  
    • How comfortable are they with dosing?
    • When do they hold off injecting?
    • What muscles are they afraid to inject?
    • How strong is their reimbursement?
    • How efficient is their schedule?
    • What are they working on in the new year?
  • 3) What ACTIONS can we take?  
    • What idea can we agree upon?
    • What 1 patient can we identify?
    • Who can I connect this customer to?
    • Who can this customer introduce me to?
    • What project can we work on together?

LEARN what’s going on inside your customer’s head.

Bring VALUE to every interaction.

Facilitate ACTION.

Do these 3 consistently, take your access and influence to the next level.

#TheBig3

-Joe Ciccarone

Don’t Be Sorry

“When customers yell at you, or blame you, don’t say, “I’m sorry.” Just say, “Thank you!” Jeffrey Gitomer 

It’s inevitable…

Something is going to go wrong with your product or service.

You’re going to walk into one of your busiest offices and run face first into an angry customer.

Your fault or not, the customer is going to take their frustration out on you.

The interaction usually begins like this:

  • Your customer looks at you and says ,“I need to talk to you. Come in here.”
  • You get hustled into an empty exam room.
  • The door is shut a bit too energetically.

Game on…

When this happens, no matter how upset your customer is, DO NOT say “I’m sorry.”

Thank them!

They just gave you an amazing opportunity to connect & prove the type of value you can bring them.

When you respond:

  • Take full responsibility for fixing their situation.
  • Substitute the words, “I’m sorry,” with the words, “Thank you!”

The situation may be about finances.  It may be a misunderstanding.  It may be real or perceived.

Whatever it is, thank them:

  • “Dr Matt – Thank you for bringing this to my attention. I really appreciate you letting me know your perspective.  I will work on this immediately and fix this for you.”

The advantages of “Thank You!” vs. “I’m Sorry.”:

  • Creates an opening to partner with your customer.
  • Turns an obstacle into an opportunity.
  • Shows your desire to take action.
  • Exhibits a ton of self-confidence.

If you feel personally responsible for what happened, add:

  • “I apologize this happened.  You got my word I will fix this.”

Being confronted by a customer is not fun, but it’s an awesome opportunity to take your relationship to the next level.

It’s not what happens, it’s how you respond.

Respond by empathizing, engaging, & serving.

#Mindset

-Joe

 

Fair Game

 

Below is simple question that doubles as a direct close:

“Fair enough?”  

  • Describe exactly what you want your customer to do.
  • Immediately ask, “Fair enough?”
  • Dr Mary, if you schedule that patient we just discussed for their first injection, I’ll provide the samples.  Fair enough?”

If they agree, the sale is closed.

If they won’t commit, ask What’s holding you back?”

The real objection will surface.

This idea was taken from a Jeffrey Gitomer seminar.

#PlayFair

– Joe Ciccarone

What Do You Sell?

This week’s Vibe come from Anthony Iannarino’s new book “The Only Sales Guide You’ll Ever Need.“:

·         “Finish this sentence: “I sell ___________________.”

·         If you answered with anything other than “outcomes”, you are wrong.

·         Focus your conversations on your customer’s desired outcomes and watch your                 discussions & results take off. 

Good selling!

– Joe Ciccarone

Level Up

The fastest way to level up your sales game is to ask better questions.

These 3 questions generate awesome dialogue:

  • “When you see ________,  what treatment options come to mind?”
  • “What type of outcome are you looking to get when you _______?”
  • “What has been your experience with _________?”

“Questions are to sales what oxygen is to life.”Jeffrey Gitomer

#RaiseYourGame

 –Joe Ciccarone

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