Does Your Salesforce Have Great Tonality?

Posted by Chris Mott on Tue, Feb 22, 2011 @ 18:02 PM


The other night I answered the phone and was greeted by “Hi is Susan there?” I replied “Yes, who is calling?” the response was “Charlene”. This happened during what I’ll call “the telemarketing period”. 

Without thinking I walked downstairs handed the phone to my wife and told her Charlene was on the phone.

It turns out Susan knew Charlene but I didn’t know that I just felt like Charlene had the right to speak to her.

How did I form this opinion?

  1. She sounded totally sincere
  2. She sounded like Susan was expecting her call
  3. I had almost no information to disqualify her
  4. Her tonality was exceptional

Because Charlene felt like she had the right to call and expected to speak with Susan there was no formal introduction. Because she was relaxed and stress free her tonality was great. Because she didn’t give me much information I formed an opinion based on my sense that she knew Susan and had the right to speak to her.

Great character actors are trained to create a perception in the audience that they are the character. Your salespeople should take a page from my experience and character actors.

Do your salespeople sound sincere; like they have the right to speak to the person they are calling and project great tonality?

If your answer to these questions is “no” or “I’m not sure" you need evaluate their phone skills, determine what needs improvement and proactively help them work on it.

Topics: credibility, coaching salespeople, comfort zone, difference between good and bad salespeople

Bend the Sales Process when you sell to Executives

Posted by Chris Mott on Fri, Jan 07, 2011 @ 11:01 AM


When you are selling to an executive, usually a SVP or “C” level person you need to bend and sometime break their buying process.

What’s the process? Almost always it’s some form of “I need my managers to “buy-in””. The default approach to accomplish this is to include their staff in all the discussions.

Without P&L responsibility most VP’s and managers have a hard time being objective about their departments, asking the hard questions of themselves and willingly accepting outside help. The decision to address the problem is an Executive decision. It’s unfair to ask a tough question of an executive like “what’s your responsibility for X problem,” when their counterparts or subordinates are in the room, particularly when you’re an outsider.

When the executive says I want to have “insert name,” join us you need to ask why and then push back. Here are some ideas on this:

Can I push back on what you said?

  • I need to ask you some questions about “insert name’s” effectiveness. Is it appropriate to do this with “insert name” present?
  • I need to ask you questions about your role which you may not want to answer with “insert name” present. Are you sure you want to include him/her?  

The challenge is not getting them to understand and agree; the challenge is your “fear” about planting your feet and pushing back. It’s always true that when you push back you gain credibility as long as you do it professionally and tactfully.

Where do your sales skills need improvement?



Topics: asking questions, comfort zone, Executive Team, maximum effort

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