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Training Tuesday:Closing Techniques – Part 2

Posted 7 years ago

Last week we mentioned 5 of our top 9 closing techniques you should try on your next sales calls. This week we’re addressing 4 more methods for confirming sales.

6.The “Testimonial” Close

To build credibility and reassure the prospect that they’re making a wise decision, tell them about success others have had in working with you.

7.The “All That” Close

To use the “all that” close, simply reiterate the client’s needs and wants, and how your service satisfies them: “From what you’ve told me, you want this and you need this, we can do all that.”

8.The “Ben Franklin” Close

Since we can’t offer perfect service all the time, it’s often difficult to overcome every one of the buyer’s objections. When an unanswered objection stands between you and a sale, make a list of benefits versus objections (just be sure that the benefits far outweigh the objections), and present them to your buyer and say, “As you can see, the reasons for buying far outnumber the reasons against.”

9.The “Reverse” Close

The reverse close turns the prospects’ reasons why they shouldn’t buy into reasons why they should buy. When your prospect voices an objection, think of a benefit to that objection: “that’s the reason why you should use us.”

 

The more closes you know, the better prepared you’ll be to face that moment of truth at the end of your presentation. With so many effective ways to confirm a sale, odds are, you’ll be able to confirm a sell on your very next call.

It’s no secret why you’re making the call in the first place. And it’s no secret why your prospect is listening.  They know you’re there for the purpose of selling them your services.

Be a closer (or confirmer). Your main objective is to get new business. At the end of the presentation, a real sales professional will confirm with their prospect that they’ve done a good job, and that confirmation will come in the form of a sale.

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LTL 101:Cubic Capacity

Posted 7 years ago

Do you know how cubic capacity can affect your shipments?

Almost every LTL carrier has a cubic capacity rule in their rules tariff that may affect any of your shipments. LTL carriers impose minimum cubic capacity rules to effectively counter very light, fluffy shipments that take up more than their fair share of a trailer. In most cases, LTL carriers state that if a shipment consumes 750 cubic ft. of space or more, AND the shipment has a density of less than 6 pounds per cubic foot (pcf), it’s not paying its fair share. While the rule varies dramatically amongst carriers, most artificially adjust the weight to a minimum of 6 pcf, AND apply a class of 125 or 150 to the commodities being shipped with their associated tariff rates. Most carriers use the 750 cubic feet as the threshold, but not all.

This week we wanted to clarify what to watch for with Cubic Capacity by providing an example from XPO:

XPO is now enforcing their standard cubic capacity rules on all tariffs. What this means is that shipments requiring 350 cubic ft. or more of the trailer with an average density of less than 3 pcf will have the weight calculated differently then what the actual weight is. Yes that is correct, the actual weight will not matter!

350 cubic ft. of the trailer equates to approximately 5.46 linear ft. of the trailer so you can see that we are severely limited on the amount of skids of LTL we can ship when the density is below 3 pcf.

As an example, for two pallets of LTL, cubic capacity would be calculated as follows. Please note that the carrier uses the actual height (96”) of the trailer when they look at the cubic capacity of the shipment, not the actual height that the shipment might be:

One skid = (40” x 43” x 96”) / 1726 cubic inches per cubic ft. = 95.67 cubic ft. x two skids = 193.34 cubic ft.

You can see that this falls way under the 350 cubic ft. rule so we are safe to ship this with XPO.

However, if you want to ship 4 skids, the cube of the shipment is now double at 386.68 cubic ft. which is outside of the cubic capacity limit. The only way you could ship this as an LTL shipment is if the density of the shipment was greater than 3 pcf.

Four skids with a total weight of 500 lbs., the density would be the 500 lbs. / 386.68 cubic ft. = 1.3 pcf.

If we shipped this LTL, we would be hit with the cubic capacity rule and our cost would skyrocket.

Four skids would have to have a total weight of 1161 lbs. or greater for us to be able to ship them as a standard LTL shipment with no problems. 1161 lbs./386.68 = 3.0 pcf.

Below is the actual excerpt from the XPO rules tariff:

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Training Tuesday:Closing Techniques – Part 1

Posted 7 years ago

There are as many different closes as there are sales people, but there are some recurring techniques that may come in handy. While you may find that certain closes work better than others, that shouldn’t deter you from using a variety of closes or confirming techniques, depending on different situations. We’ve outlined the first 5 of our top 9 closing or confirming techniques. Learning the closes listed here will increase your chances of getting more sales, more often, from more accounts.

1.“It Costs Too Much” Close

Emphasize the benefits you know the prospect finds irresistible. Uncover the prospect’s hot buttons and emphasize how your solution will actually save them money in the long run.

2.The “What You Really Want” Close

Help the prospect see themselves using your service. Speak to them as though they already use it, and tie in a hot button benefit to its use. “When you use us, then this will happen, and that’s what you really want, isn’t it?

3.The “Minor-Major” Close

The minor-major builds a chain of affirmative answers to questions you ask to help lead a prospect into saying yes to the sale. To put the prospect in the habit of saying “yes,” ask questions you’re sure will get an affirmative answer.

4.The “If I Can” Close

This close uses the prospect’s questions and comments to help you get them to buy if you can provide what they want. Instead of immediately assuring the prospect that you can meet all of their needs and wants, ask them if they’ll buy from you if you can…

5.The “Give Us A Try” Close

If the prospect is waiting for an invitation to buy, give them one. Make a persuasive argument for choosing your product or company, including reasons why the prospect should buy, then invite them to do it. “Why don’t you give us a try?” or “Would you like to get started right away?”

Next week we’ll address 4 more top closing methods and how adding them to your repertoire of sale confirming techniques can help you up your sales success.

 

 

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Training Tuesday:10 Tips for Helping Dissatisfied Customers

Posted 7 years ago

Even the best company, with the best service, will occasionally make mistakes. What matters most is how you handle the situation when issues arise. We’ve included our top 10 tips to best help a dissatisfied customer.

1.Inform the customer as soon as you can – they’re going to find out one way or another – and no news travels as swiftly as bad news. Contacting them first allows you the opportunity to set the tone and break the bad news in the most productive way possible.

2.Get to the point quickly. Don’t draw out the inevitable.

3.If your customer approaches you with a complaint, don’t interrupt. Don’t become defensive or make judgement until you’ve heard all the facts as the customer sees them.

4.Take complaints seriously, even if they seem trivial to you. Remember that problems exist when a customer perceives they exist.

5.Apologize sincerely.

6.Avoid playing the “blame game,” instead focus on fixing the problem. The customer has already decided to blame you and your company, so take responsibility for the problem and solve it.

7.Let your customer suggest solutions or alternatives. Find out their expectations for a solution and follow that if it is reasonable.

8.Do something extra. Recognize the inconvenience caused by the problem and acknowledge that.

9.Listen to your customer, trust their sincerity, and empathize with them.

10.Follow up. After you’ve done everything you can to remedy the situation, follow up with the customer and make sure they are truly satisfied.

 

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LTL 101:Volume Rates

Posted 7 years ago

Last Blog highlighted some Pick-Up and Delivery Tips. This week discusses the difference between Volume and Standard LTL moves.

LTL carriers will impose limits within their tariffs (that vary with every carrier) to limit moving shipments that are too large for their network. Some carriers structure their operations to carry volume LTL shipments while others do not. Volume quotes, also known as Spot quotes, should be obtained based on the below in order for you to get the most economical rate.

Single shipments with standard size pallets (48x40x48) that are stackable:

  • 1 – 8 pallets: pursue a standard LTL quotes (unless the weight exceeds 8,000 lbs., then pursue a volume LTL quote)
  • 9 – 10 pallets: pursue a volume LTL quote or a partial Truckload (TL) quote
  • 11+ pallets: pursue a volume LTL, partial TL, or even a TL quote

LTL carriers will rate any single shipment up to 19,999 lbs. as LTL but it will be costly:

  • 8,000 – 10,000 lbs. shipments could be considered as partial TL’s and quoted accordingly
  • Excess of 10,000 lbs. shipments should always be quoted with volume LTL, partial TL, and TL to obtain the most economical rate

Odd size or non-stackable pallets:

  • 1 – 4 pallets: pursue a standard LTL quote (unless the weight exceeds 8,000 lbs., then pursue a volume LTL quote)
  • 5 – 10 pallets:  pursue a volume LTL or a partial TL quote
  • 11+ pallets: always pursue volume LTL, partial TL, and TL quotes to obtain the most economical rate
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Training Tuesday:Countering Objections

Posted 7 years ago

If it weren’t for objections, everyone would be in sales. While none of us like objections, we must accept them as part of the business and learn how to overcome them.

Your main goal when faced with an objection is to turn the objection around into a reason to purchase our service. If a prospect raises the ever-popular “the price is too high” objection, counter it by saying “Our prices accurately reflect the value of our services. And good value is important to you, isn’t it?”

Occasionally you’ll run into a prospect in the traffic or purchasing department who is sure they’ve seen everything there is to see. Generally, all this person really wants is attention, and to show you how much they know about your industry. Recognize their expertise and give them all the attention they crave. This is always a better way to handle a tough customer than putting them down.

When possible, let prospects answer their own objections. Sometimes you can stop an objection in its tracks by asking, “Could you tell me why you feel that way?” If the prospect can’t answer, then you and the prospect know the objection has little or no validity. If your prospect does not answer with a more specific objection, you have a chance to eliminate it and move one step closer to the close.

When faced with an objection, first restate the question or statement…

Give the prospect the opportunity to confirm your understanding of the objection, and hopefully they’ll give additional details.

Then, clarify the objection…

Remember this is a conversation between two people, not a contest.

After you’ve restated and clarified the objection, answer it. Answer the objection head on, honestly, simply, succinctly. A direct approach to handling objections guarantees greater sales results.

Buying decisions are risky for your prospects, and objections are the only way they have to help make sure that risk will pay off for them. If you can eliminate their objections, you’ll help provide the reassurance they need to say yes.

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Training Tuesday:Increasing Sales Achievements

Posted 7 years ago

High achievers embrace new experiences more eagerly than average achievers, they leave their comfort zones more willingly, and as a result, become more familiar with the process of growing than others do. They also view the anxiety or pain involved in new challenges as a small price to pay compared to the new levels of success they enjoy in return. High achiever thinking can be learned; however, the process takes time, patience, skillful mentoring, and persistence. Below are some of our suggestions for becoming a “high achiever” in sales.

1.Find role models or mentors to help you grow. There are many more people in high places willing to give advice than there are people actively seeking advice from them. You can find a role model n those you already know or use it as an opportunity to expand your network.

2.Don’t “should” yourself. To practice a new way of thinking, begin by practicing a new way of talking to yourself that puts your thoughts in a psychologically helpful perspective. Don’t personalize or internalize a negative situation by saying that you “should” be doing better, focus instead on what you “could” be doing.

3.Increase your mental “navigation” skills. Begin imagining new possibilities, new ways of acting, new ways of overcoming obstacles or roadblocks. It is important to use imagination constructively so it will enhance your ability to deal with situations.

4.Test the reality of your thinking. Work to put things in perspective and keep unrealistic or overprotective thoughts from getting in the way of your success.

5.Face difficulties and enjoy growth. Accept the fact that in order to grow, we must face difficult experiences. High achievers accept the challenges of growing as necessary and they learn to seek out experiences that enhance their growth.

 

Implement some of these techniques, and you will find yourself growing and achieving more towards your sales goals.

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LTL 101:Pick-Ups and Deliveries

Posted 7 years ago

Last week covered limited access charges and how they can affect your price. This week highlights some Pick-Up and Delivery Tips.

Pick-Ups:

  • Any pick-up (P/U) entered after 2:30 PM local time should be called into the carrier to insure availability, otherwise the request will roll over to the next day
  • Lift Gate P/Us must be called into the carriers because Lift Gates are not readily available at every terminal
  • All Container Freight Stations and Airline P/Us require Delivery Order and Entry paperwork (3416 document), these need to be sent 24 hours in advance because drivers will need these documents in hand prior to P/U
  • P/Us are not Guaranteed
  • All carriers require a 2 hour window for P/Us
  • P/Us are done in the afternoon because drivers have to deliver freight before they can start pickups
    • If your shipper needs an AM P/U it is best practice to call the carrier to set something up which will most likely incur additional charges
  • The shipper must have our system generated BOL to provide to the driver at the time of P/U or our rates will not apply
    • This is not something the carrier will have via our P/U requests in BTMS
  • If a LTL driver needs to reference a P/U number, it is best practice to put that number on the first line of the shipper name. Please see the example below:

ABC Distribution Co > Ref # 123456

4567 Main Street

Anywhere, NY 10014

 

Deliveries: 

  • Transit times and delivery dates are estimations and can be delayed for many reasons
    • Add an additional day if a shipment is interlined
    • Add 2-3 days if a shipment is traveling by rail
  • Stress to your customers, if the shipment must be delivered by a certain date and time, spend the extra money and have a the shipment guaranteed
    • If “Guaranteed” is not on the BOL at time of P/U no adjustments can be made to the invoice
  • Volume Shipments cannot be Expedited or Guaranteed
  •  Re-delivery Rates are based on weight and can get very pricey

 

It is imperative to make sure the consignee is ready to accept the freight so that additional charges are not incurred

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Training Tuesday:Service Calls, part 2

Posted 7 years ago

Last week, we addressed eight ways to say thanks and offer service to customers. This week we’re covering more ways to say thanks as well as some tips to increase your sales, gain market share, and ensure your customers get exactly what they deserve – the best service.

1.Surprise a customer with a small gift that relates to a known hobby or special interest of theirs. For example: golf balls, a souvenir from their home state, logo-ed gear of their favorite sports team.

2.Invite your customer to accompany you to seminars, speeches, and other business functions.

3.Return all phone calls immediately.

4.Establish a follow-up schedule. Remember that last month’s “no” may be this month’s “yes.” Try to touch base with prospects regularly, but avoid being intrusive.

5.Vary your modes of contact. Phone calls, emails, packages – all will have a greater impact if they are followed with another form of contact. Show customers that you are persistent in your desire to help them.

6.Collect leads on follow-up calls to established customers. Contact repeat customers frequently to let them know they aren’t taken for granted. If you provide good service to these customers, you shouldn’t hesitate to ask for the names of business acquaintances and others in their own company who might benefit from the services you offer.

7.Make buying fun. You don’t have to sacrifice professionalism to make buying an energizing, enjoyable experience that will keep your customers coming back.

8.Make sure internal employees are well-trained in good customer service techniques. Anyone who will have contact with customers should be trained in customer service and should be as excited as you are to provide outstanding service to your customers.

9.Never sell your customer a method of moving their freight that you don’t believe they really need. Know your prospect, know their needs, and sell to those needs.

10.Most importantly, do what you promised, do it when you promised, and do it more often than your competition.

Start today – make service an integral part of your sales strategy!

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Intermodal 101:Freight Options

Posted 7 years ago

So, what makes good products to ship via intermodal?  The simple answer is that almost anything that can be shipped, can be shipped via intermodal.  Please note we said almost anything.

If you have heavy product, such as beverages, canned goods, paper products or lumber, you can ship those in intermodal service.  But if you are moving these types of goods that usually hit their maximum weight before they use all the cube in a 53’ box, you may want to consider moving them in smaller boxes.  A 40’ box moving from Chicago to Los Angeles, will save you several hundreds of dollars versus shipping in a 53’ container.  The 40’ box supply is predominantly controlled by steamship lines.  They want to get their boxes back to port locations so they can send them back out into international traffic.  They offer reduced rates in lanes that support their goal.

If your product is light, such as potato chips, pillows or footballs, you can still ship via intermodal in the 53’ container or trailer. These products should be packaged in such a way as to avoid shifting. When they move, they still get to take advantage of the economies offered by shipping intermodal, yet they are utilizing equipment that is equivalent to OTR units.

As you can see, almost anything can be shipped via intermodal. What may be more telling is what can’t or shouldn’t be shipped via intermodal. In our next installment, we will discuss products that aren’t particularly well suited for intermodal transportation.

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