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Training Tuesday:Overcoming Objections

Posted 9 years ago

If it weren’t for objections everybody would be in sales. Without objections there’d be no need for companies to pay big, fat commission checks. So, while none of us likes objections, we must accept them as part of the business and make sure we know 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 “Your rates are too high” objection, counter it by saying, “Our prices accurately reflect the value you’ll be getting from Sunteck. And good value is important to you, isn’t it?”

Occasionally you’ll run into a prospect in the traffic or purchasing department who’s sure he’s seen everything there is to see regarding freight companies. In other words, he’s seen it all. You might hear, “Get right to the bottom line and show me your rates?” Generally, all this person really wants is attention, and to show you how much he knows about our industry. Recognize his expertise and give him all the attention he craves. This is always a better way to handle a tough customer than to put him down. With compliments and kindness you can eventually win him over, or at least wear him down.

“Sales are contingent upon the attitude of the salesman, not the attitude of the prospect.”
– W. Clement Stone

People love to buy but hate to be sold. Objections are inevitable. Not only should you expect objections, I think you should welcome them. An objection is a positive part of the sales process. A purchasing VP who gives you an objection is listening closely. They’re considering buying your service to solve their transportation problems. And most importantly, their objection gives you an opportunity to answer the objection and add one more good reason why they should buy from you now.

Expect objections, but never create them. Prepare a list of the top ten objections your customers and prospects have had with all their motor carriers in the past and then prepare two or three appropriate responses to answer each one.

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

  • “The rates are too high?”
  • “You feel your service is too slow?”
  • “You’re worried about damage?”
  • “You wish we offered next day service to Cleveland?”

Give the prospect an opportunity to confirm your understanding of his objection, and hopefully your prospective client will give additional reasons for his or her objection.

Clarify the objection.

  • “I’m curious why you feel that way?”
  • “Could you be more specific, please?”
  • “Do you need more information?”

Remember this is not a contest. Nobody should win or lose. This should be a conversation where two people are answering questions and gathering information.

After you’ve re-stated the question, and clarified the objection, and you’re sure you understand the objection fully, then answer it. Don’t just handle your customer’s objections, instead answer them. Answer the objection head on, honestly, simply, and succinctly. Handle objections early and often. A direct approach to handling objection guarantees greater sales results.

The right questions at the beginning of your presentation can help prevent objections at the end of it. For example, ask questions to confirm that your prospect has the authority to make a decision by himself to make sure you don’t hear, “I need to talk to Mr. Anderson about this,” right before you’re ready to close.

Be careful about what you say when faced with an objection based on one of your competitor’s services. I handle a prospect’s question, “What makes you think your truckload service to Akron is better than XYZ Truckload Carriers?” by responding, “I’ve never been a customer of theirs. I can only tell you what our customers say about Sunteck’s excellent service to Akron. I can be very specific with you about what Sunteck’s services are like. Then it’s up to you Mr. Prospect, to make a comparison.”

If I’m told that another carrier is also presently under consideration and asked to give an opinion of them, I reply, “It’s a fine company. The key is for you to determine who can give you the greatest value. Who’s going to help your bottom line? And when you run into difficulties, who is going to be there to solve your problems? I am. I’m the person who’s going to provide all of that for you. Through me and my access to all of the resources within Sunteck, we’ll get the job done.”

If you worked for a company that offered objection-proof service, you’d have no competitors. Every transportation company in the country has a shortcoming or limitation. If your prospect finds it, don’t try to prove him wrong. The fact that our service isn’t perfect doesn’t lower its potential value to the prospect, but the fact that you acknowledged the objection’s validity might help you build trust and rapport. Admitting our service’s imperfection also helps give the prospect a sense of control that may reduce his fear of making a buying decision.

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 your prospect can’t answer, then you and the prospect know the objection has little or no validity. If your prospect does answer with a more specific objection, you have a chance to eliminate it and move one step closer to the close.

Buying decisions are risky for your prospects. Choosing the wrong carrier can be harmful to the prospect’s career. Objections are the only way they have to help make sure that risk will pay off for them. If you can eliminate those objections, you’ll help provide the reassurance they need to say yes.

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Training Tuesday:Fact Finding

Posted 9 years ago

I’m a big advocate of consultative selling. But before I tell you how great I think the consultative sales approach is, I want to warn you of the negative impact this type of selling has had on some salespeople. Some sales reps visit a customer two or three times, ask them every question they can think of except the most important question of all – asking the customer to buy their service.

If on the second call you don’t ask for the shipper’s business, it then becomes a social visit and not a sales call. You can and should qualify the customer and re-visit their needs on a regular basis. If they’re qualified to buy and you don’t offer Sunteck’s help, then you’re doing them a disservice. On the other hand, if you keep calling on a customer who’s not qualified, you’re stealing time and money from yourself. Be sure after you’ve made a consultative sales call that you follow up by asking for their business.

Treat all your sales work as a consulting assignment. Consultative selling turns salespeople into experts and clients into partners. When you first meet the prospect take your “sell” sign down for the majority, if not all, of your first call.

The best salespeople are professional problem solvers. We’re in the business of solving transportation problems. But you have to know and understand the problem first before you try to solve it. You have to be willing to walk in the door without any preconceived notions as to how best to solve the problems identified.

Since you sell to other companies, you should consider yourself in the business of solving profitability problems. That’s the key concern you’ll ultimately be addressing: how to increase profitability. Everything you do should eventually lead to the goal of the clients’ company increasing its level of profitability. If you can’t break your sales efforts into solutions that help the customer, you’ll either base your sales on manipulating others or fail to persuade prospects that you’re offering anything of value.

On every sales call, be the student, because you really are. In real estate, they say it’s all in the location. In transportation sales it’s questions, questions, and more questions. You’ll be surprised and sometimes shocked at what a customer will tell you.

Not only is the consultative sales approach effective in finding the correct sales solutions, it’s also very helpful in eliminating people who are not potential customers, thus saving you time in the long run.

Even though it’s okay to call an initial visit with a customer a qualifying call, don’t only make the call to qualify. Make the call primarily to learn.

Sales listening is patient listening. Don’t anxiously wait for an opportunity to jump in and solve all the customer’s problems right away. After I ask a question I shut up and allow my prospect to speak. Sometimes I wait for several minutes. I don’t feel threatened by the silence. Most salespeople can’t stand a pause in the conversation. Take a deep breath, relax, and listen. Some prospects want to be listened to more than they want their problems solved. If a client or prospective client has had a bad day, let them talk about it. Don’t try to stop them. Once they lighten themselves of their burdens they can better concentrate on Sunteck’s services.

Everyone is so busy that asking for someone’s time is a big request. A prospect that agrees over the phone to give you a ten-minute appointment will give you an hour in person once you establish value. One of the best ways to establish value is to show that they are important and that you recognize that fact. People love to talk about themselves, their jobs, and their companies. Encourage them to do so.

“Pretend that everyone you meet has a sign around their neck that says MAKE ME FEEL IMPORTANT. Not only will you succeed in sales, you will succeed in life.”
– Mary Kay Ash

Transportation salespeople who have been in our industry for a long time should re-visit how they qualify and maintain accounts. It’s easy to start believing that you possess all the answers. Too often we make assumptions based on outdated information. Visit accounts often and ask questions. You never know what changes might have taken place since your last call until you ask.

Take notes! Taking notes during your meeting with the prospect can be one of your most powerful sales tools. It will reinforce the reason you made the appointment in the first place: to learn more about the prospect and his company’s transportation needs.

Taking notes helps you listen. There’s something about holding an empty notepad in front of you that makes you pay better attention to what is being said. It also makes it more difficult to miss important points.

Taking notes puts you in a position of authority. You can also glance at notes and questions you prepared prior to making the sales call. Taking notes will also encourage the prospect to open up. Taking notes sends strong positive signals to the prospect. It says, “I’m listening to you. I won’t forget. I’ll use the information you’re giving me to find solutions when I get back to my office.”

It’s a fine line between asking questions that will help the prospect solve their transportation problems, and a cross-examination. Be sure your prospect feels at ease. Be natural. The consultative sale should be a comfortable two-way conversation.

Never waste the prospect’s time. That may seem like an obvious point, but many of your competitors never know when to get to business, or for that matter, even when the appointment is over. There will come a point when the customer will be ready to move past the small talk, and usually it’s quicker than you might think. Your contact, like most of us these days, is short on time. Most traffic managers, purchasing managers, and other decision-makers you call on appreciate you getting to the point. You can tactfully do this without jeopardizing the emerging relationship.

First, give the prospect a reason he or she should answer your questions. Second, make sure everyone involved in the decision making process is present if at all possible.

Salesperson: “We currently work with General Motors, ASW Technologies, and (use your own local examples of similar companies) in several areas to improve their service while reducing their costs! I feel there’s a good chance we can do the same thing for you, but I’m not sure yet. Do you mind if I ask you some questions?”

The prospect expects to answer questions and they’ll give you their permission to proceed.

Salesperson: “At most of the companies I’ve mentioned more than one person was involved in carrier selection. Are there any other people here that would be involved in this decision?” (If NO, proceed on. If YES, obtain their names and ask if they could also be present). Next, move on to your questions.

The following list will provide you with good examples of questions that you can adapt to your sales presentation. Know the questions you’re going to ask before you arrive at the customer’s desk. The list below is provided to stimulate ideas that will help you customize your own list. The information you collect from the customer’s answers will increase your chances of putting together a great proposal after you’ve made the consultative sales call.

1. What does your company do? Manufacturing? Distribution?

2. What do you ship? In what quantities? Expedited? Air? Truckload? LTL? Intermodal?

3. What commodities do you ship?

4. Where do you ship? Intrastate? Interstate?

5. What are some of the cities you ship to?

6. How often?

7. What service level is required? To where?

8. How is your product packaged? Skidded? Banded? Loose?

9. Average weight?

10. What is the normal pick-up time? What unusual pick-up requirements do you require?

11. Are your shipments normally prepaid? Collect? If so, what percentage?

12. What are your average monthly freight transportation costs?

13. Who’s handling these shipments now?

14. How long have you used them?

15. Do you have any vendors that you receive products from on a regular basis?

16. Who chooses the carrier that handles those shipments?

17. Where are those vendors located?

18. What commodities are they?

19. What is the frequency of those shipments?

20. Who’s handling those shipments now?

21. How long have you used them?

22. What percentage of shipments is routed by your customers?

23. How do you feel about your current service?

24. How do you feel about your current pricing?

25. What would you like to change about your current carrier’s pricing?

26. What is most important to you: service, carrier stability, technology, or something else?

27. Why?

28. How do you rate carriers? How is the rating communicated to the carrier? How often?

29. What are the ratings of the carriers you use today?

30. If you could change one thing overall about your current logistics provider, what would it be?

31. Does this problem lead to… (Build up problem with multiple implications / need pay-off questions)?

32. Would you change anything else?

33. What would cause you to begin using a different 3PL or carrier?

34. What is the volume of your cargo claims? Do you experience any frequent service failures?

35. Would you be interested in our EDI capability?

 

Last, but not least, be sure to wrap up the appointment by asking for the next appointment, and by getting a positive response on a trial close. It should sound like this:

Salesperson: “Mr. Smith, I’ve learned a lot here today, and I want to thank you for taking the time to talk to me. We’re at the point now where we should set up another appointment, one where I can come back after having sorted through everything I’ve learned here, and show you more about what Sunteck may be able to do for your company. Is Thursday at 2PM okay?”

Prospect: “Sure, next Thursday at 2PM will be just fine.”

Salesperson: “Great! One last question ( pause ) if you like the program I develop for you, would you be willing to give us a try?”

OR

Salesperson: “I really appreciate you taking the time to answer these questions. Based on what I just learned, I’m confident there’s a fit between our companies and that we can definitely help you solve some of your shipping problems. I’m going to make a commitment to you to develop a customized proposal, which will include my recommendations to you and your company. What I’d like in return from you is a commitment to give us a shot. Let us prove how good we are. I’m confident you’ll be very happy! Can I get that kind of commitment from you?

“Great! I’ll need about a week to get with my team back at the office and develop a package just for you. Is this time next week good for you?”

Both of these approaches let the prospect know that when you come back for your second appointment, your sale sign will go up. It prepares them to say “yes” when you come back later and ask them to buy.

We’ve focused so much of our respective sales energies on the consultative approach that very little emphasis is placed on the sales presentation. I think this is a huge mistake. In the old days, many salespeople could care less about what the customer wanted or needed; all their energy was on the presentation. Nowadays some people in transportation have no definable presentation at all. They just go back to the customer and answer any questions or shipping requirements that surfaced in the qualifying call. I think both are hugely important—the consultative call and the presentation. Give your customer a dynamic sales presentation. He deserves it. It will make you stand out from the other freight reps.

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Training Tuesday:Sales Prospecting

Posted 9 years ago

No matter what you have scheduled for your day there is one part of your job you should do every day – Prospecting. There are no sales without customers and there are no customers without frequent prospecting. You must keep prospects in your pipeline. Set a daily or weekly minimum number of cold calls or prospecting contacts for yourself – your success depends on it.

One of the biggest reasons transportation salespeople are reluctant to approach prospects is because they don’t feel confident about their company’s ability to provide the service the customer needs. A lack of confidence in Sunteck’s ability to do what we promise will stunt your desire to approach new prospects. You may be fearful that they might just buy. You have to believe that Sunteck can help your customer. You must know instinctively the benefit people will derive from working with you and you must believe in your heart that Sunteck’s efforts are in your customer’s best interests. If you’re leaving a trail of angry former customers in your wake – you’re destroying any chances at success with Sunteck. In my career as a transportation sales specialist I have run the gamut, selling for the best, customer driven carriers in the country, and for a period of time I represented a carrier that handled LTL and airfreight that had a lot of problems internally and with customer service. Working for a poor quality carrier can kill a promising career. The only way to salvage a promising career after making a bad career move is to correct it as soon as possible. Your reputation as a straight shooter and knowledgeable resource for your customer is your most valuable asset. Sunteck represents you as well as you represent Sunteck.

Sunteck is a company you can be proud of. Tell everyone you meet who you work for and what you sell. I’m not suggesting you subject everyone you meet to a sales pitch, simply let people know that you’re a salesperson for Sunteck. You’ll be surprised how often someone will say, “Sunteck, huh? You know, we’ve been thinking about trying a new 3PL partner.”

Be proud of being a salesperson. There’s no greater job than yours – we move America! What other professional salesperson can say that?

Okay, now that you represent a company you can be proud of, get busy prospecting.

  1. Talk to and develop relationships with everyone you meet in our industry. I’ve received tons of business over the years from sales reps from other trucking companies whose company could not provide the service the customer needed. Make sure your competitors know you and what you do. Share information. Never give away company secrets, but sometimes you can help each other achieve goals and gain new business you might not have uncovered without the help of others.
  2. Join clubs and organizations. You never know where your next big shipper will come from. Organizations that are good places to start are Traffic Clubs, Chamber of Commerce, Toastmasters, Civitan, Lions Club, Knights of Columbus, and the Optimists.
  3. Subscribe to magazines like “Transport Topics” and “Traffic World”. Read through trade publications that would apply to your largest customers (automotive, plastics, medical suppliers, etc.). Read your local newspaper and one national or business paper daily, paying particular attention to the business sections.
  4. Attend trade shows and seminars. Those that are aimed at trucking and air freight, as well as major tradeshows specific to your biggest customers’ industries. This can be a great opportunity to exchange business cards, and pick up some great leads.
  5. Give speeches every chance you get. Don’t sell from the podium, but make sure everyone gets one of your business cards. This establishes you as an expert in our industry. After just one or two speeches, you’ll be recognized as the most knowledgeable transportation specialist in your local area.
  6. Take the time to write an occasional article and submit to any publication that might print your ideas, even letters to the editor. This is another way for you to be recognized as an expert. It also adds credibility when you present copies of your published articles to new prospects.
  7. Offer help and resources at fundraisers, telethons, and charity drives. Make sure that Sunteck’s name is associated with good deeds that take place in your community. Have an inexpensive sign made so that your agency will receive the good-will generated from such an event.
  8. Develop and practice networking skills – one of the most powerful business tool. Read all the articles you can about networking. Mastering networking could be the difference between a mediocre and magnificent career.
  9. Surround yourself with successful people. It’s the best way to learn how to be successful yourself. It will pay dividends now and in the future. At the same time, avoid negative people who are not striving for success.

There are several things that a salesperson should do before making an actual face-to-face presentation. Obviously, an appointment must be made with the prospect. These appointments will usually be set by telephone. Also, make sure that you’re qualified to make the sales call (qualified means that you have the necessary product knowledge, are properly prepared to answer all industry-related questions, and possess a basic understanding of the customer’s needs). Effective time management is essential to achieve the maximum number of sales presentations each day.

Poor appointment setting habits can be the death of a productive sales week. Appointment scheduling and general office work should not be performed during prime selling time. Broken appointments, however, create an opportunity to set appointments for the following week. Appointment setting, in my opinion, is the second best use of prime selling time, with face-to-face sales presentations being in first place by a wide margin.

When setting appointments, always consider the characteristics of your territory. Divide your territory into industrial parks and city areas that will accommodate your ability to make the most sales presentations in one day. Too much windshield time kills your earning potential. Remember, your goal is more sales presentations and less wasted time and energy.

Before you pick up the telephone you should have in your possession the following information: the decision-makers name, title (purchasing manager, traffic manager, material control manager, warehouse supervisor, etc.), address, phone number, and information on how you obtained the lead. A qualified prospect is anybody who ships or receives freight or makes those decisions for other locations. If you received this lead from a referral, be sure to have your source’s name ready to cite to the prospect. Referred prospects are by far Sunteck’s best leads.

Never call a prospect without knowing his or her name in advance. For example, if I want to speak to the Vice President of Purchasing at EFG Company, but don’t know his name, I make a call a day or so in advance and ask the main switchboard operator or receptionist, “Who is your company’s purchasing VP?” Later, I put in a call to the proper individual. The internet is also a great source for this information.

There are many obstacles you will face in setting your appointments: getting past the gatekeeper, getting your prospect to agree to a face-to-face meeting, and the dreaded voicemail system.

When speaking to an assistant or receptionist, assume control of the conversation quickly. This is an absolute must. If she asks too many questions, there’s a good chance she’ll suggest that she’ll relay your message to the Director of traffic, and “If he’s interested, he’ll call you back.” You have to be the person who speaks to the prospect— not a disinterested, uninformed third party, in this case—the receptionist! You could lose the sale before you’ve even had the opportunity to present Sunteck’s services. Because there are so many sales reps representing so many freight companies, people managing the movement of their company’s freight are besieged by your competitors making cold calls and it is more difficult than ever to get through to a prospect. To compound the problem, cold calls are even more difficult when a transportation salesperson represents a company whose name is unfamiliar to the general public. In some cases, the prestigious reputation of a major company serves as an effective door opener. A call from a sales representative with Sunteck, FedEx, or UPS for example, is more likely to capture the immediate respect of a gatekeeper. There are times though when representing a well-known company can backfire. It’s an immediate tip-off that the caller is selling for a transportation company when the salesperson identifies himself as being with Sunteck, which often is followed with a, “We’re not interested, we’re happy with our current carrier,” response.

Your only objective for using the telephone on a cold call is to schedule an appointment. Never attempt to sell at this stage. Your only objective is to set up a time for the prospect to hear your presentation.

As little as necessary should be said to the gatekeeper. Assume that the call will be put through. Sound important and confident, but not pushy. I simply say, “Hello, this is Dave Dallas. Is Mr. Johnson in?” Sometimes, that’s all it takes.

However, when I’m calling a referral and I’m asked, “Does Mr. Johnson know you?” I say, “Carl Walker recommended that I call Mr. Johnson. Is Mr. Johnson in?”

If it’s not a referral, I say, “I’ve been assisting people in the plastics industry (or whatever business they happen to be in), and I’d like to share some important information with Mr. Johnson.” Once again, assertively ask, “Is Mr. Johnson in?”

If asked, “What are you selling?” I reply, “I’m with Sunteck. I help companies increase profits, while improving customer service.” I pause, and then ask, “Is Mr. Johnson in?”

Because I speak with conviction, I’m rarely asked additional questions and my call is put through.

This approach works for three reasons:

  1. I’m persistent, but polite.
  2. I’m well prepared with answers. I don’t stutter and stumble for an answer when questioned by the gatekeeper; and
  3. I’m aggressive and I control the conversation by not pausing in my responses long enough to give the gatekeeper an opening to ask more questions.

It’s a matter of how you see and carry yourself. You must always keep in mind that your objective is not to leave the decision in the hands of a third party screening the prospects’ calls. The assistant or receptionist should not be permitted to be the one who determines whether the prospect is interested in learning more about Sunteck. The decisions your prospects make on who they will trust to ship the products they manufacture is one of the most important decisions they make. Be persistent. Make sure they get the opportunity to enjoy the benefits that only you can sell them.

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Training Tuesday:Sales Planning

Posted 9 years ago

 

Your job is to help your customer become more profitable by delivering their products to their customers on time, undamaged and for a price that is compatible with the level of service provided. You’re not selling space on a truck. You’re moving America and the world. You’re helping Sunteck’s customers by increasing their ability to better service their customers; and, best of all, you can earn great money doing it.

Work to develop your sales skills and to increase your knowledge of the transportation industry and your customer’s industry. Read more and listen better. What your customer is buying from you is increased sales and better service to their customers. The more often you can provide solutions to your customer’s transportation needs, the more frequently they will call you for assistance, the more money you’ll make, and the more money your customer will make.

You become a vital part of your client’s success when you provide them information they don’t already have. Your value increases when you help them solve problems they’re having difficulty solving themselves. You waste their time when you tell them things they already know. Resolve to prepare better for your calls and to become an asset to your clients—become one of their business “partners.”

You must establish yourself as the expert in solving shippers’ problems.
Your goal is to be an authority.

Selling is the best job in the world! Combine selling with Sunteck and you have two components that guarantee success. Professional salespeople enjoy unlimited income, freedom, and a clear means to take control of their career. Sunteck on the other hand, provides services that are needed by virtually every company in the U.S. Your profession, transportation sales, beats any other occupation hands down.

“SELLING SUNTECK” is a tremendous tool for you, the Sunteck sales professional. Use the information provided here to help distinguish you from all the other transportation sales people your client will see this year.

Your customers are better informed than ever before. The tremendous amount of information available to your clients and the speed in which they can acquire it is so fast. Thanks to the internet, it’s literally at their fingertips. From your very first contact with a prospect you must be able to demonstrate your knowledge and your successes with previous customers. You must also show an interest in their business and needs. Listen and be prepared to discuss the specific ways you have increased your current clients’ profitability through specific benefits you’ve delivered.

In a push to adopt a consultative sales approach, many transportation sales people have forgotten their number one goal – to sell something. Be aggressive. You’re in charge. Sell the Sunteck solution. Ask prospective customers what they do, how they do it, when they do it, why they do it a particular way, and how you can help them do it better.

There are three stages that complete a successful sale when selling Sunteck. To grow and maintain your successful Sunteck agency, you must master all three. They are simple and easy to learn, but due to their simplicity, they are also easy to forget or to omit.

The three distinct stages of selling that will ensure your agency’s success and growth are summed up by your focus and expertise before, during, and after “The Sell.” Each stage deserves special attention. Once you’ve mastered the time proven techniques applicable to each step in the sales process, you’ll see your revenue soar. ‘Selling Sunteck’ leads you through each stage:

  • Before ‘The Sell’ – Planning, Prospecting, Appointment Setting
  • ‘The Sell’ – Meet & Greet, The Fact Finding Session, The Sales Presentation, Overcoming Objections, Pricing, Confirming the Sale
  • After ‘The Sell’ – Handling Rejection, Referrals & Testimonials, Customer Service, Handling Problems, Handling Stress

    • Everyone has the ability to successfully sell Sunteck. ‘Selling Sunteck’ provides you with the tools you will need to achieve your sales goals. So, get started ‘Selling Sunteck’ today.

    Planning
    In the complex world of transportation sales, the game is won or lost before the salesperson even walks in the door. Preparation before the sales call is critical!

    The surgeon who performs surgery on you or a loved one studied medicine, did his internship, and is properly licensed. You wouldn’t expect him to walk into the operating room without being properly prepared. As in any profession – medicine, law, accounting, and architecture – customers deserve the same treatment from the Sunteck sales professional.

    How many times have you been confronted by a salesperson that knows nothing about you or your business? Did they launch into a barrage of “situation” questions and expect you to take the time to educate them? Or, worse yet, the salesperson doesn’t ask any questions. They jump right into their presentation on something in which you have no interest or need. Unfortunately, the salesperson that is ‘shooting from the hip’ is the norm, not the exception.

    “You have to do what others won’t to achieve what others don’t”

    The planning process is critical to the success of any sales call. The transportation industry is ever-changing and unless you keep abreast of it, you can’t properly serve your clients.

    Knowledge is power. Obviously, to successfully sell Sunteck, you should know all there is to know about Sunteck service, your industry, your competitors, and your competitors’ strengths and weaknesses. You should also take time to familiarize yourself with everything you can possibly find out about your prospective client before making your first contact with them.

    “The will to win is worthless if you do not have the will to prepare.”
    – Thane Yost

    There are many ways to be better prepared. Listed below are what I consider to be the big four.

    1. Know our industry. It’s your job to know as much as you can about the transportation industry. Know the strengths and weaknesses of the major motor carriers and major motor carriers and logistics providers. Technology is rapidly changing. New transportation services are being offered continuously.

    Successful salespeople read industry specific periodicals. You can put yourself at a distinct competitive advantage in comparison with many salespeople by becoming familiar with these publications and other regional magazines just like them. Use them to keep abreast of industry trends. Extensive and up-to-date knowledge of your industry provides your customers with greater confidence in your recommendations and ability.

    2. Know Sunteck. By having a clear, thorough understanding of Sunteck, you’ll field customer questions and objections more easily. Know your customers’ preferred buying conditions and why certain customers do not choose Sunteck as their carrier of choice. What areas need improvement? Know what is unique or value-added about Sunteck’s services. To give an honest and realistic presentation of Sunteck’s shipping solutions, you must be candidly aware of our true market position. Learn as much as possible about the history of Sunteck by talking with other Sunteck agents, members of the Agent Advisory Board, the Agent Response Team and others involved in our business. Read all company brochures, magazine articles, and Sunteck’s website. And finally, develop a written presentation about Sunteck. Use the key ideas in your sales presentations.

    3. Know your competition. Learn everything you can about your competition. Know their strengths and weaknesses and ask your customers what they like or dislike about your competitors. In what areas do they excel? What services are inefficient? What are some of their unique services? Compare Sunteck’s Service with that of your competition. Also compare features, equipment, billing processes, service levels, dispatching methods, and any other aspects of their company that makes a comparison possible. Thorough research of your competitors’ services provides you with the differentiating factors and where you can contribute to making changes that will improve your agency’s performance.

    4. Know your customer. Complete knowledge of your customer’s company will show interest, always impresses, and represents an important first step in earning a customer’s confidence and business. Do you know how your customers use Sunteck and what they demand from their carriers? Do you know their requirements for service? Survey your customers on a regular basis. Let your customers educate you on where your agency and Sunteck should be headed. Learn as much as you can about each customer before making a sales call. Well-prepared salespeople are perceived as more professional. Exhibiting an understanding of the customer’s company and business speeds the vital relationship building process.

    You must be mentally prepared before you make a sales call. The old saying You never get a second chance to make a first impression is important to remember. If this is the first call, the degree to which a salesperson can create rapport and build trust is in direct relationship to the amount of preparation that has taken place before the sales call is made. Preparation is not just limited to the first call. The result of every sales call reflects the amount of time the salesperson invested getting ready for the appointment.

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Sales andSilence

Posted 9 years ago

Often the most important part of your sales pitch is when you are completely silent.  We often rush through all the great benefits of why a customer would buy, without really listening to them tell us what they need… why they might buy from us.  Most people hate mimes.  Why do they exist?  Are they evil?  If a tree falls on a mime does he make a sound?  But, silence is the one important sales attribute that mimes demonstrate in abundance.  So, on your next sales call, be a mime, at least for part of the call.  It just may turn out to be the most important piece of the sales puzzle.

Why is it that so many salespeople think they must tell everything they know before allowing the prospect to talk?  Why is it that some think the sales process involves a lot of talking when, in reality, the most successful salespeople do more listening than talking?  It’s a fact that the more we listen, the more we can learn about our prospects and the easier we can find their “hot buttons.”  It’s not what we say that makes the sale, it’s what we can get the prospect to say.

Begin With Questions

Think about how many times you launch right into your presentation thinking you know what the prospect wants.  Sometime later, often too much later, you find you’re on the wrong track.  The prospect has an entirely different need – one you might have uncovered by asking open-ended questions that required more than a yes or no response.  Then you could have focused on what the customer wanted instead of what you had to sell.  Stop thinking so much about what you are going to say and concentrate on what the prospect is telling you.

It’s a paradox:  The more we try to tell the prospect up front, the more barriers we create to the purchase.  The more we listen to why he or she wants to buy, the more we can tailor our delivery to providing very specific information concerning how our product or service fits his or her needs.

Ask More Questions

The opening question is merely the first in a series of questions that guide the dialogue.  It’s an approach as old as the art of miming.  If we want to involve someone – the first step in convincing that person – every comment we make should end with a question that solicits more information.  The person who asks questions is the person who controls the direction of the dialogue.  The one who is talking is providing information that helps the other adjust the direction.

After you ask a question, however, don’t be too anxious to fill the silence.  Let the silence work in your favor.  Too often we answer the question for the prospect by jumping in and providing him with an objection:  “Perhaps you don’t like the price,” or, “Maybe you don’t like the resources it would involve.”  Beware of the very real temptation to fill in the silence with a product weakness – the one we are most worried about.

Don’t Rush In With Answers

Salespeople have a terrible tendency to try to get their point in as soon as the customer stops talking.  Think about how often you find yourself stepping on your prospect’s last words, rushing in right after the prospect has finished making a point.

Salespeople can break themselves of this self-defeating habit by training themselves to wait several seconds after the customer has stopped talking before they begin.  That gives you ample time to think about your response and answer in a way that reflects the customer’s concerns.

Get in the habit of paraphrasing what the prospect has said.  This will accomplish two things.  One, it reduces the likelihood of misunderstanding what was said, and two, it boosts the prospect’s ego.  People like to hear their thoughts repeated – it makes them feel like what they said was important.

Learn to Listen

You have had a bad sales experience when you have done all of the talking.  We were born with two ears and only one mouth for a reason!  But don’t listen with just with your ears.  Listen with your eyes and your entire body.  Use body language that shows you are paying more attention, and your listening habits will automatically improve.  Lean forward intently, look the prospect in the eye, and focus on the valuable information you are hearing.

And finally, listen for buying signals.  You’ll never remember a buying signal from the customer when you’re doing the talking.  Sure, we want to talk so the prospect will learn how smart we are.  But the prospect only really knows how smart we are when we’ve “listened” to the information he or she wants to share.

 

-Dave Dallas

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The FoundArt of writing Thank You notes

Posted 9 years ago

It may seem boring at the time, maybe it seems like too much trouble, or maybe we’ve simply lost practice in today’s email and text driven age, but your Mom was right – writing a thank you card is the right thing to do.  I think it’s interesting to note that recent scientific findings link gratitude to increased optimism, stress reduction, and a better night’s sleep.  Few who sit down to write a short note of thanks are aware that by doing so they are not only making someone else’s day, but they are improving their odds of becoming happier and less stressed.

A text message or email can’t compete with a hand written card or letter for the simple reason that conveying real emotion in digital formats doesn’t work.  Somehow a sea of exclamation points, shouting in ALL CAPS, loaded acronyms and cute little emoticons can’t come close to delivering a heartfelt message scratched out by hand onto a scrap of paper.

It’s funny to me, but nothing I do or say, no amount of work I do, no matter how many long hours I put in, and regardless of all my good intentions, there’s nothing I do regularly that receives the same glowing and positive response as when I take the time to write someone a hand written card or letter.  Maybe it’s to say ‘thanks for your business’, it could simply be to tell someone ‘I appreciate your hard work and dedication’, or even simply ‘I was thinking of you today’.  People receive so few handwritten notes that receiving one is almost as rare as spotting a unicorn in an open field on your drive in to work.  Don’t laugh……I think I saw two unicorns on my drive in this morning (of course, I guess they could have been deer).

Many famous people send hand written notes and cards.  Jimmy Fallon (talk show host), Anna Wintour (Vogue editor), Ralph Lauren (clothing designer), to name a few.  I’m a card and letter writer too.  Telling someone thanks is the right thing to do.  And, it really does make you feel pretty good when you do it.  Start small.  Give it a try – write a couple of cards this week.  It will make at least two people happy – the person you send it to, and not least of all – you.

-Dave Dallas

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Make sureyour prospects really keep you in mind

Posted 9 years ago

For some reason you’re not having success on a sales call.  So, because you think there’s nothing left to do, or because you want to get off the call quickly and painlessly, you simply blurt out:

“Well, please keep us in mind if you ever need any help.”

“Here’s my number, just in case.”

“How about I give you a call in a couple of months to see if anything has changed?”

When I’m the customer, I typically say, “Sure, I’ll keep you in mind”.  I then hang up, and immediately forget that the call ever took place.

The truth is, that customer has no intention of “keeping you in mind”, or “giving you a call if something changes”.  When these ‘bad calls’ happen, there are better ways to wrap them up.

  1. Make a determination if there is any real potential with this particular customer

Clinging to a prospect where there is no real opportunity is a time and money waster.  On the other hand, letting a prospect go when there really is potential is a big mistake too.  You must find out for sure.  Ask something like, “Kim, under what circumstances would you consider switching to another service provider?”  Pay particular attention to that wording.  It’s a question that not only asks if they would ever use someone else, but it also asks for the circumstances that would make this a possibility.  For example, I’ve heard of prospects responding, “I guess if I ever got into an emergency situation and my current provider couldn’t deliver, I’d have to know what my options were elsewhere.”  That gives you the opportunity to take that remark and continue asking questions.

  1. Make sure that you give them something to think about

“Keep us in mind” is a worthless statement.  It’s a waste of words.  If you truly want someone to keep you in mind, you have to give them a reason.  And, that reason usually means matching it into a problem they may experience….a problem that you could solve.  That may prompt them to not only think of you, but to actually give you a call.

What if you know that you can provide your customer with the same or better service they’re currently getting, but you feel sure that you can provide more frequent updates and information that they have said they want and need, and you’re sure that what you offer is better than what they’re getting?  But the prospect hasn’t seen it demonstrated, or doesn’t believe it.  You should end the call with, “I still feel sure that I can help you.  Here’s something to consider: please take the time to review the shipment information and updates you receive from your current provider.  If you feel that you simply aren’t getting enough information, and you’re not getting it when you need it, keep in mind that it’s one of the benefits you’d get from working with me and my company.  Timely updates is one of the benefits we’re known for.  I’ll send you my card to keep on file when you feel you need my help”.

Do your best to never make a liar out of your customer.  Don’t make them say – “Sure, I’ll keep you in mind”, or “Yes, I’d like you to call me back in a couple of months (so you can waste my time again)”.  Determine if there will ever be potential with them.  Give the prospect examples of situations to be on the look-out for when you could help, and make sure that they associate you with that solution.  Then, when they do experience those problems, there’s a greater chance that they’ll think of you.

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The Beautyof America

Posted 10 years ago

Today’s post was written by one of Sunteck’s fabulous Agent Response Coordinators, Erika Lippincott!

As we approach the 4th of July we reflect on the beauty of our country.

I am an American and proud of it. I am proud of the people who fought and still fight for our country. I can still see all the beauty this country has to offer.

I have traveled across our great nation and met some amazing people. We left the beaches on the east coast, drove through the open fields in the Midwest and settled in the mountains of the Pacific Northwest.

One of the people that we met along the way was a generous truck driver who offered us a much needed strap. We stopped to purchase one, the driver saw my husband had one in his hand and said he had a new one he could give us. We talk about the miles ahead of us and his oversized load. We got back in our truck with a renewed spirit and hit the open road.

Thank you for the random acts of kindness.

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Sunteck lovespets: Safety Tips

Posted 10 years ago

Happy National Bring Your Dog to Work Day!
We here at Sunteck LOVE pets! We are a huge proponent of trucking with pets, not only do pets decrease stress, and promote good health but they makes those long hauls not quite so long.
Unfortunately those long hauls can sometimes go through deserted areas. What if Fido gets sick? Or needs some first aid? Sunteck would like you to know what items to include in your first aid kit while trucking with your pet.
According to the Humane Society of the United States, the easiest and most cost effective way to start a pet first aid kit is to purchase a human first aid kit and add pet specific items. This way your kit can do double duty for you and your pet, not only saving you money, but space as well.
Some pet-specific items to include are as follows;
• Pet first-aid book – to guide you through unfamiliar pet first aid situations
• Phone numbers – to your vet and the poison control center (ASPCA poison-control center 1-800-426-4435)
• Paperwork – Keep your pet’s medical and vaccination history, and medication list in a zip lock baggy. Also keep a current photo of your pet in the event he or she gets lost.
• Extra Leash – In the event you lose yours, it becomes damaged etc.
• Vet-wrap – bandage that stretches and sticks to itself rather than fur (you can find it at most pet supply stores across the United States such as Petco, Petsmart or Petsupermarket)
• Unflavored Pedialyte – great for dehydration in dogs and cats, helps restore electrolytes quickly
• Muzzle or strips of cloth (don’t use if your pet is vomiting, chocking, or coughing or having difficulty breathing) – great to keep your injured pet from biting you out of fear or pain
• Benadryl – (get correct dosage from your vet) great for allergic reactions and hot spots in pets
• Hyrdogen Peroxide – to Induce vomiting (only when directed by Vet or poison-control center) Do not use Ipecac, it is toxic to pet
• Qwick-stop / Styptic powder – used to stop bleeding, especially if you trim your pet’s nails too short (you can find it at most pet supply stores across the United States such as Petco, Petsmart or Petsupermarket)
• Canned Pumpkin – (not pumpkin pie mix) Great for constipation and diarrhea in pets, talk to your vet about how much you should feed your pet
These are just a few of the items that make trucking with your pet easier in the event an emergency arises. We hope that you found this list helpful. As always if you are not sure about something talk to your vet.

If you truck with your pet we would love to see a photo! Like I said, Sunteck LOVES pets. Tag us with the hashtag #suntecklovespets on Facebook or Twitter and let us know so we can “oooh” and “aaaah” over your furry side-kick! Stay safe and enjoy time with your pet!

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Safety Tips:Inspecting Your Equipment Q&A

Posted 10 years ago

How many kinds of inspections are there?

  • There are 3 types of vehicle inspections
  • Pre-trips … done every working day before you start driving
  • On the road inspection or in route
  • After the first 50 miles
  • Whenever a change in duty status is made
  • And every 150 miles or 3 hours
  • Post trip inspection (this is the one you must document on you Driver Vehicle Inspection Report or the DVIR)

What is the point of all these inspections?

  • The driver must be satisfied that the vehicle is in a safe operating condition & meets all safety requirements
  • If the vehicle doesn’t meet DOT safety requirement, don’t drive it. Get It Fixed First.

Tips for doing a good inspection as quickly as possible

  • First start at the same place every time you do an inspection. The driver’s door for instance.
  • Work your way around the truck in the same direction every time
  • Always check under the hood …

What should be checked under the hood?

  • Fluids like coolant, and washer fluid
  • Belt and hoses for signs of wear
  • Nuts and bolts for rust leaking out

How do you keep from missing something?

  • Always check everything … it’s the thing you skip that will cause breakdowns and delays.
  • If you check everything, every time, you will be alert to little problems before they cost you time, money and violations. Your eyes will begin to catch things that have changed.

What about tires, what are you looking for?

  • Check tire tread depth at the lowest spot … that’s where the DOT will check it
  • Tires with cuts or exposed cord material are an out of service violation and must be replaced on the side of the road at a very high price
  • You only need a penny to check the tread depth on your tires the distance between the edge of a penny and the top of Abraham Lincoln’s head is 2/32” the minimum tread depth for drive tires. Steer tires are 4/32”.
  • Don’t forget the wheels… if they have dirt and oil in them, there is a seal leaking and it needs to be fixed. If you feel heat coming from the hub (careful not to touch, they can be very hot) you may have a bad bearing or it may be low on hub oil.

There are a lot of lights on a truck … if one or two are out is that ok?

  • Be sure all lights work… If it’s on the truck it must work, even if it is a light you added that is not required.
  • A single light out on the truck give the DOT a reason to pull you over and look at everything.
  • Check your low beam and high beam headlights
  • Check your lights every time you stop… they can burn out during the trip

Are drivers responsible for the lights on a chassis?

  • Yes… you are responsible for the lights on the trailer or chassis, be sure they are working before you leave and check them whenever you stop. If they don’t work fix them.

What else should we look for on a trailer or chassis?

  • Check the sliders on both trailer and chassis and the locking pins on chassis
  • If you don’t bend over and look you don’t know if the slider’s pins are locked in the holes.

Is it possible wheels could come out from under the trailer?

  • Yes the wheels can come all the way out from under the trailer or chassis…
  • If you use zip ties to secure the locking pins on the 4 corners of the container you can be sure they stay locked and an added benefit is the DOT will see the zip tie and leave you alone.

What else should we check on the truck and trailer?

  • The DOT is looking at brakes very closely…it is important that drivers check them on every trip.

Any tips on checking breaks?

  • Check your brakes using your eyes, ears and nose.
  • Using your eyes … are the brake pads at least 1/4” in thickness? Are the brake drums cracked or grease? Do the push rods travel more than 2 ½ inches? If the answer is yes to any of these questions you could be placed out of service and in for an expensive roadside repair.
  • Use your ears… air up the brakes and listen for air leaks if you can hear it the DOT inspector will be able to hear it too.
  • Use your nose… if you smell a burning smell it could be oil or grease dripping on your hot brake shoes; this could be a warning of a leaking wheel seal.

ABS Malfunction Indicator

  • There are two Antilock Braking System malfunction indicator lights, one on the dash for the truck and one on the lower left rear corner of the trailer.

Should the lights be on or off?

  • These lights should come on when you start your truck and go off when the truck starts moving. If they don’t go off you have a problem with the ABS system on your truck which needs to be fixed before you continue your trip. If the ABS light on the lower left rear corner of the trailer is on … it is like having a sign on the truck that says,”Pull me over I have violations”
  • Remember the ABS lights should come on when you start your truck and go off when you start moving.
  • Fire extinguisher
  • Windshield wiper
  • Horn
  • Emergency triangles … you should have 3
  • Is the floor neat and clean, so nothing that can get under your feet
  • Is the dash clear of item that could slide off and distract you
  • Is your truck clean… a clean truck is a happy truck and it is not inspected as often by the DOT
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