The characteristics, or traits, that we will be discussing form one leg of the success triangle … skills, knowledge, and attitude. You can be a good salesperson with two out of the three. Three of three and you are a killer. Characteristics, behaviors, and traits, are all reflected in attitudes which, IMHO, is probably the most important of the three.
The one thing about attitude is that it can’t be trained. However, your existing attitudes can be modified through practice. Practice the right things enough and they will become permanent reflexes. Do this long enough, see the results, and existing attitudes are modified.
Desirable Traits
Humor – Relax! There is absolutely no reason why we can’t have a little fun!
Manners – Make liberal use of please and thank you and always show respect. Put your phone away!
Be honest! – Your word is your bond.
Listen – Take good notes. Recap the conversation. Clarify and confirm.
Invest in yourself! – Don’t wait for someone else to do it for you. Always strive to be better at your craft! Read a book, take a course, try new things.
Get organized – Always stay ahead! Keep your files and your schedule in good order. Be aware of selling vs. non-selling time. Selling time is for being in front of a customer. Non-selling time is for prep and paperwork.
Display urgency and responsiveness – Being on time is late. Replying the next day … is late. Don’t be late. Do you want to be viewed as remarkable, unique, and memorable? Start here.
Be proactive – The absolute last thing that you want to see happen is for the customer to contact you to check on the status of anything and particularly if it is a problem. They have been thinking about it for some time prior to reaching out and, when they are thinking about these kinds of things … it’s never good for you.
Practice clear communication – With other team members (management, design, install, manufacturing, service, support, accounting, estimating) as well as with clients.
Be assertive vs. aggressive – Be non-threatening while still displaying confidence. Being diplomatic helps. Cushioning, providing reasons before asking tough questions or having to deliver uncomfortable answers, is a powerful technique!
Develop rapport – The correct amount of chit-chat is always important and that correct amount is dictated by the customer. You need to be able to read that and be able to mirror your prospects. No sale has ever been concluded successfully where rapport and trust has not been established.
Put everything into every deal – Let’s be clear. I hate losing. The only way that I can even begin to stomach that is by being able to say, honestly … “There is absolutely nothing more that I could have done to secure this deal.” The worst feeling in sales isn’t losing. It’s coming out of that meeting and saying … “Why didn’t I do … ?!”.
Do your due diligence! – Be prepared. This is one area where social networks (and the web in general) can be invaluable as a research resource. Most importantly, your customers are expecting you to do this and will be impressed if you do or they will be disappointed if you do not!
Personalize your approach – Automation has created lazy people and, as a result, everything is mass marketed and nothing is personalized. You can change that!
Educate vs. sell – Establish yourself as the authority.
Attract vs. Interrupt – Your social profiles and social activity are designed to attract others to your services. They are your inbound selling tools.
Mix it up! – Don’t be predictable. You have a lot of different tools in your toolbox so don’t always reach for the hammer!
Never be afraid to tell them “no” – This includes when it is in their best interest or when it just can’t be done. You are being honest and a trusted advisor! You are also not afraid to tell them “I don’t know”. This makes you human and it also means that you will always have a reason to go back.
Questions? Book a free 30-minute Zoom meeting with me! Email – craig@adaptive-business.com
Craig M. Jamieson
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