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Training Tuesday– Tips for Phone Calls & Voicemail

Posted 7 years ago

You can use the same tools when leaving a message as you do when speaking with a live gatekeeper: be aggressive, assume control, sound important, and be confident.

Here are some tips that will help you be an effective communicator on the phone or through voicemail:

  • Be clear and clever. Make sure you sound enthusiastic and authoritative on your business and theirs.
  • Being an effective communicator on the phone or in a voicemail is a skill that takes practice. Be sure to speak slowly and distinctly enough to be clearly understood.
  • Make your message short. Time is valuable. Give the prospect the headlines instead of the entire story, until you’ve grabbed their attention.
  • Smile with your voice. A friendly voice will hold your prospect’s interest. Prospects like to buy from people they’re comfortable with so be sure to project your friendliness over the phone.
  • Be an energetic speaker. This expresses your enthusiasm for your job and your product.
  • Make it clear that you’re not calling to make an immediate sale, rather to make a scheduled time for the call because you understand that their time is valuable. This also implies that you are busy helping other clients, which in turn translates to a perception that you’re successful.
  • Listen attentively. No one appreciates being interrupted. Sometimes the prospect will give you useful information that you can use during a face-to-face appointment, or a follow up phone call. Be sure to take notes.

Connecting with a prospect over the phone or through their voicemail can be frustrating, but it is also a very effective way to start the sales process. With the tips above, you’ll be on your way to being a better phone communicator.

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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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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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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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Training Tuesday:Service Calls

Posted 7 years ago

To some sales agents, service is what they do when they don’t feel like selling. Service can be a way to putt off more important activities. Don’t use service calls as a way to pad your call report. Making service calls to your customers is very important, but remember that a service call should have definable objectives.

One problem that many have with service calls is that there’s very little short-term reward for it. There’s a much greater immediate reward for, and attention paid to selling than to servicing.

We define service as anything that builds trust or confidence that in our company and the services we provide to the customer. We’ve put together a list of services that are specific and measurable that you can use to make service a more specific part of our sales planning.

1.Write thank you notes as part of your service system. Carry the cards in your car and fill them out at the end of the call.

2.Conduct a training session for the client and their staff. Something in the sales training or customer service field is usually appreciated and it shows an interest in the customer’s success that goes beyond just the business you want from them today.

3.Schedule a visit of upper management to the client. This is symbolic but also allows your upper management team to gather information and stay connected.

4.Conduct office tours on a regular basis. Allow clients to come to the office to get a grasp of the depth of professionalism and dedication that goes into meeting their needs.

5.Throw a client appreciation party.

6.Bring coffee and donuts to their office. Get stickers that have your company logo and your contact information and put them on the box so you have many opportunities for name recognition.

7.Help clients with long term planning and strategizing efforts.

8.Send a thank you card or small gift to clients after they utilize your service for the first time. It shows you appreciate your customer and that you stay on top of the things happening at your company.

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