The Difference Between CyberThieves, Hackers and Most Salespeople

Posted by Dave Kurlan on Thu, Feb 10, 2022 @ 07:02 AM

cyber

I found it challenging to write this article.

The company that provides us with cyber-insurance required that our entire team watch a series of 21 training videos to make us more aware of how hackers operate, how easy it is to be hacked, and what we must do differently in order to protect our data, privacy and accounts.  Imagine my surprise when the first video described hacking operations as businesses with outbound prospecting operations whose goal is to convert their emails, texts and calls into paying customers.  They described very aggressive and efficient sales and marketing operations staffed by people who operated without feelings or empathy, felt no rejection or remorse, and didn't care about the prospects that didn't respond, but were all in on those who took the bait.

Wow.

Salespeople have never had GREAT reputations, and from among the tens of thousands of B2B salespeople I have met, worked with or evaluated during the past 35 years, if they were guilty of anything, it would be for trying to overcompensate for that undeserved reputation.

While I can't stop thinking about that video and the analogy they used, there are two strong thoughts pulling at me.

On the one hand, I am shocked and chagrinned that the insurance company would use salespeople as a reference point for hackers.  You could not possibly understand the degree to which It bothers me.  

On the other hand, you and I both know that if salespeople worked as methodically, consistently, aggressively, effectively, and efficiently as the hackers do, we would double our revenue.

Most B2B salespeople are ethical and trying their best to help their prospects, customers and clients.  They have feelings and consciences, try to be honest and that makes them good human beings.  Hackers lack those traits and while I'm not a psychologist, I'm pretty sure their lack of a conscience makes them psychopaths!  

Hackers perform the way we wish our salespeople would however they are psychopathic criminals.

Salespeople underperform because the human elements that make them normal and ethical - their fears, feelings, emotions, consciences and empathy, slow them down, get in the way, make them think too much and sabotage performance.

It's a double edged sword.

According to Objective Management Group (OMG) and their data from the evaluations of 2,180,816 salespeople, the top 5% as well as many in the top 20%, are in fact human, ethical, and have consciences. This proves that high performing salespeople and ethics are not mutually exclusive.  We can have the best of both worlds.  To prove that, I looked through OMG's data and found that the top 5% of all salespeople actually score 45% higher than the weakest 50% in the attribute of high integrity selling.  Despite that, only 26% of all salespeople and only 39% of the top 5% are effective at building trust.  What does that mean?

Salespeople who are not high integrity sellers and who struggle to build trust have major credibility problems while salespeople who are high integrity sellers that also succeed at building trust establish tremendous credibility and consistently win business.

Warning:  The salespeople to beware of are those who are not high integrity sellers but despite that, manage to build trust.  Watch out for them!  That is the group that gives salespeople a bad name.

There's more!  One of the OMG Sales Core Competencies, "Stays in the Moment," encompasses  fears, feelings and emotions.  Great salespeople are able to stay in the moment and don't allow their fears, feelings and emotions get in the way.  OMG's data shows that while only 37% of all salespeople are able to stay in the moment, 65% of the top 5% of salespeople are able to stay in the moment and 19% of the weakest 50% are able to stay in the moment.  The top 5% are 42% more effective at staying in the moment and preventing their fears, feelings and emotions from getting in the way.

You can see more of OMG's data here.

Image copyright 123RF

Topics: Dave Kurlan, prospecting, selling tips, omg, phone sales, ethical selling, building trust

Case History - Another Pitiful Sales Cold Call Exposed

Posted by Dave Kurlan on Mon, Mar 02, 2015 @ 07:03 AM

objection

Copyright:  123RF Stock Photo

The salesperson who cold-called me gets kudos for, well, cold-calling me and getting through.  Unfortunately, it all went downhill from there.  She said she was calling from Charter Business and wanted to talk about phone and internet.  I told her that we were all set and that's when it got interesting.To her credit, she pushed back.  Unfortunately, her skills were as bad as most salespeople and when she pushed back, she did it completely wrong.  Here's what happened:

I said, "We're happy with what we have." (which is completely true).

She said, "Is there another time we could review what we have to offer?" 

Did I say I was too busy to talk right now?  Was she reading the wrong objection handling tactic from her computer monitor?  Was she learning disabled?  Or was she simply not listening?  I'm placing my bet on the likelihood that she was not listening.  When salespeople fail to listen, not only do they fail to gain favor, traction and velocity, but they perpetuate their well-earned reputation as a group of people who do not listen, only care about making a sale, and who couldn't care less about helping.

If she was listening instead of reading a script, she would have heard the word "happy."  Usually, when a prospect simply doesn't want to engage, they'll say, "We're all set."

She could have pushed back in so many ways...notice how each of these goes a bit further:

  • "I don't hear that very often, who are you using?"
  • "That's great to hear; you must be thrilled!"
  • "Terrific - what are you most happy with?"
  • "That's interesting because most of my new customers began by saying the very same thing - that they were happy."
  • "Since you're happy, you must never have to wait for a page to load..."
  • "And every file transfers instantly..."
  • "And videos never have to buffer..."
  • "You can easily store all of your large files in the cloud..."
  • And your voice calls are always perfect..."

She wouldn't have been able to turn me around, but I am certain she would have been able to turn around any prospect who was able to recognize that their service wasn't as good as it could be.

Most salespeople are afraid to push back.  It's a shame when someone is actually willing to push back, but hasn't been properly trained on how to do it effectively.

 

Topics: Dave Kurlan, overcoming resistance, cold calling, lead generation, phone sales, overcoming objections

Improve How Your Sales Force Sells by Phone

Posted by Dave Kurlan on Fri, Aug 20, 2010 @ 07:08 AM

headsetGetting salespeople to recognize how badly they sound and how ineffective they are when selling on the phone isn't easy.  And just so you know who I'm talking about (and to save you from commenting about how these nuances are different) I'm including prospecting, cold-calling, telemarketing, telesales, inside sales, inbound marketing, outbound marketing and lead gen roles as "selling on the phone".

There are two methods that I prefer to use:

  1. Have them make a call to me and then I make the call to them and we compare the two calls.  After the comparison, I help them optimize their tonality, content and strategy.
  2. Method #2 works best if we have already conducted method #1.  Have them record their calls.  At least, after method #1, they should have a better sense of what they are comparing their calls to.  Without method #1, they may recognize how bad they sound, but rarely will they recognize how ineffective they are.

In most calls, the first 10 seconds are the worst and it only takes the first 10 seconds for a prospect to make these three crucial decisions:

BE ATTENTIVE OR IGNORE?  RESPOND OR GRUNT? ENGAGE OR HANG UP?

In this day and age, there isn't much of a chance to get prospects to be attentive and engage unless your salespeople sound great and ask effective questions at the right time.  And if prospects don't have a reason to be attentive and engaged, they can't make the next decision:

INTERESTED OR NOT INTERESTED?

If your salespeople are unable to interest their prospects there is zero chance of reaching the goal for the call which, depending on the salesperson's role, could be anything from a qualified lead to a scheduled appointment to a transactional sale.

One problem that most salespeople have is that they mistakenly attempt to go from Hello to Interested in one move.  That's like trying to go from start to check-mate in one move in Chess.  Or putting for an Ace from the Tee Box!  You can try to do it all day long but it won't ever work.

If you're working with salespeople who must do at least some of their selling on the phone, observe and listen to how they sound and what they say in the first 10 seconds.  Put yourself in their prospects' shoes.  Would you choose to be attentive, engage and be interested?  If not, the work starts right there.

Topics: Dave Kurlan, sales management, Sales Coaching, phone sales

Content not found
Subscribe via Email

View All 1,850 Articles

About Dave

Best-Selling Author, Keynote Speaker and Sales Thought Leader,  Dave Kurlan's Understanding the Sales Force Blog has earned medals for the Top Sales & Marketing Blog award for nine consecutive years. This article earned a Bronze Medal for Top Sales Blog post in 2016, this one earned a Silver medal for 2017, and this article earned Silver for 2018. Read more about Dave

Email Dave

View Dave Kurlan's LinkedIn profile View Dave Kurlan's profile

Subscribe 

Receive new articles via email
Subscribe
 to the Blog on your Kindle 

 

 

Most Recent Articles

Awards  

Top 50 Sales & Marketing Blogs 2021

Sales & Marketing Hall of Fame Inductee

2020-07-20_14-45-52


 

2020-Bronze-BlogIndi

Top 50 most innovative sales bloggers

Top100SalesInfluencersOnTwitter

Hubspot Top 25 Blogs

 

2020_Top20_Web_Large_assessment_eval

Free Tools

Sales Process Grader

Sales Candidate Assessment Free Trial

Sales Ghost Calculator

Sales Force Grader

Sales Hiring Mistake Calculator

FREE Recruiting Process Grader