Tag Archives: sales

Key Interpersonal Skills Help When Travelling Abroad

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Here’s a story from my business trip in 2008 to Moscow, Russia, where I trained managers at an oil services company in Western business communication and English language skills.  The story does not take place in the office, but rather during my free time.

I coach and train relationship building techniques, like the art of small talk and the fundamentals of a solid, winning first impression. These interpersonal communication skills are vital in life. I also teach networking skills, as these soft skills are imperative in building business relationships. Here is a story where I combined my interpersonal communication skills with local commerce.

In Moscow I was facing a big language communication barrier (although I did my best to learn to read and speak some basics while I was there for 2 months) and so I relied on other communication techniques. They are worldwide, human techniques. One day my old PC laptop  equipment was failing (remember – 2008 – and this was also before my Mac) and so I went with a Russian friend looking for a new headset and microphone in a local mall, and I saw an Indian man running a computer shop. He spoke with a strong Russian accent (so I was told) and it was obvious to me that he was an immigrant or migrant worker there. I immediately felt like I was back in Toronto,  and started to speak English to him. We smiled and chatted and he sold me a new headset which worked very well. I was back to ‘Skyping’ my friends and family constantly, as you may appreciate.

A few days later, after a great day of site-seeing (for those who know Moscow I visited Old and New Arbat, Hard Rock Café, and Victory Park) I decided to add a webcam to my long distance conversations and returned to the same mall. I purposely sought out the same shop and yes, the same Indian man was working. We smiled again and chatted briefly. I told him this time I was in need of a webcam that can skype, and he recommended one immediately. I asked how much and the answer was 1000.00 Russian rubles (FYI at that time the exchange rate was 1 dollar to 24 Russian rubles, so do the math if you wish) and then I asked if there was a cheaper option that could still skype. He smiled and played with his computer for a minute and then said to me that he could sell it for 800. DEAL. Done.

Some of you reading this story may not be too surprised by a seemingly independent shop keeper giving a bit of a discount, but I was told by my Russian guide that discounts at malls and proper businesses are quite impossible. She was genuinely surprised by my discounted price. I explained to her that I felt that he liked me for these 3 reasons:

A)  He thought I was a nice guy; I smiled which is almost rare for Russian men in that business situation

B)  He was happy to see me as a repeat customer; he did not want me going elsewhere 

C)  I think he could appreciate me as a foreigner in Russia – the same as him!  In that way we ‘connect’ even though we have very different cultures and personal situations

Most of us at some point travel, and we should not think that our actions do not matter to the local people. Carry yourself as you would at home and continue to be in the constant habit of initiating great people skills that cut through different culture and language. You never know when they will help you!  People all over the world seek to feel appreciated, to connect, and to have their mood elevated in a positive way.  I felt that way after my dealings with the shop keeper, as I’m sure he did too.  Remember those key concepts in business, and in life, here and abroad.  They will serve you well.  🙂

A Thank You Card is Classy

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Today in the mail I received a Thank You card from Leon’s.  Inside contained a hand-written note from Mike, the salesman who sold me my sofa a few weeks back (see previous post Mike Does Right at Leon’s).

I think it’s great that a company is sending out thank you cards, and I think it is also great that the sales rep is personally writing and signing the note.  It’s classy, and it carries positive emotional weight.  I bet you are not surprised then to hear me say that I will be returning to the same store in the future for my furniture needs.

Cheers!

Black’s Photography is Ace!

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Before I returned to Japan for the second time this last November,  I shopped around for a new digital camera, since the last time I was there I broke my other one.  It was July 4th 2008, Canada Day, and I was in Kyoto with a few foreign teachers, including my Canadian buddy Andrew.  We drank a ton to celebrate the occasion,  and around midnight as I was taking a photo or perhaps trying to shut the camera off, I dropped it.  It hasn’t worked since.  Luckily I didn’t lose any pictures off of it, but the zoom lens is permanently stuck halfway out.

Early November 2010 I looked around at some different camera shops, and when I went into Black’s near Yonge/St. Clair I was happy with the customer service I was given.  A nice young lady answered my Qs, even though I didn’t buy anything that afternoon.  The point is I returned to that store based on my memory of the service and of course the cameras.  When I returned to the store a few days later I was helped out by a very knowledgeable salesguy.  He was able to answer my Qs easily.  When he introduced himself as “Ace” I almost laughed, thinking he was joking.  Maybe it was a college nickname I thought.  But in the end apparently that is his name and he was a great salesman, nothing like Jim Carrey at all!

Not only did he help me pick the right camera for my needs, but he even pointed out matching products that were on sale that I wanted, like a camera pouch and memory card, and in the end threw some things in for free.  I was also told that if I so chose I could come back to the store for a 1-hour tutorial on the camera’s functions, which I took him up on.  A couple days later Ace showed me the ropes of the new camera by demonstrating the features in the store.

I for one can say that I was even happier with my purchase afterward because not only did I believe I had a great camera, but I also believed I got a good deal too.  Having a friendly and attentive C/S or sales rep help you is a total bonus, as it reinforces your feeling that you the customer made the right choice not just with the product, but with the store itself.

I spent a couple weeks in Japan, and I took a ton of photos and videos with my new camera.  I drank almost every evening too, but I didn’t drop the camera this time.  Perhaps my dexterity is improving, or perhaps it’s because I didn’t make it down to Kyoto this time to see Andrew.  (LOL)

Upon my return, when I needed to get photos printed off, do you know where I went?  Of course – the same Black’s Photography store.  I didn’t see Ace working there that day, but I ran into him crossing the street another day and he remembered me and smiled and waved.  I liked being remembered.  Don’t you?  It makes you feel special, if only for a brief moment.

Thanks Ace, and thanks Black’s Photography!  I will be coming back to your store.

Mike Does Right at Leon’s

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My current couch is falling apart, piece by piece.  It’s an Ikea futon couch and it was never meant to be my main couch but for some unknown reason (laziness) it has been in the living room for far too long, breaking down both itself and anyone’s back who sits on it for too long.  God help you if you tried to sleep on it!

So my wife and I headed out today couch/sofa-shopping.  We didn’t find what we were looking for at the Urban Brick so we headed down to Leon’s which we remembered spotting when we were on a tour of the awesome SteamWhistle Brewery a while back (that could be another post…) down by the Rogers Centre.  Anyway, we walked in and started sitting down on couches.  We put down our shopping bags and took off our winter coats and couch-surfed a while, hmming and hawing.  I asked a lady a question regarding pull-out couches and she handed me off to Mike, who asked my name, introduced himself with eye contact, a good handshake and a smile.  I like this guy already.  The fact that he is well-dressed in not only nice clothes but ones that fit him properly gets him bonus marks on personal presentation.  Anyway Mike pulls out a couch and leaves me to discuss with my wife.

A short time later we walk to him and he asks what I think, and I say I think that the sofa-couch is a bad idea!  He laughs and we agree that a proper couch would feel better.  I tell him we need to look around and try out some couches and he offers to put our bags and jackets behind the desk.  His stock is rising…

He leaves us alone for the appropriate amount of time (a good sales person KNOWS when that is…) and by the time he re-appears we are down to 2 possibilities.  Mike assures me both choices are good and customer-favourites, i.e. big sellers.  I’m not sure that’s true, but it’s okay, because a good sales rep is supposed to reassure the customer that they have made an excellent choice, no matter what they pick.  I fish for a discount which is politely ignored.  I like that confidence.  He is not pushy and not needy.  It makes me want to spend money because I believe high-quality stores do not need to discount all the time.

Anyway we decide on a couch that is nicknamed “Fiona”, which I think looks strong and elegant but practical, and my wife agreed, but I think it also had something to do with the Shrek movies we recently watched together that I got her for Christmas!

The couch felt good and was within our budget, and Mike was a confident but calm and non-pushy  salesman who understood genuine rapport-building, and so what the hey, we even ordered the upsell Scotchguard!

Our new couch is to be delivered Saturday, and we can hardly wait.  Tonight as my wife and I sat on our current Ikea futon couch I cursed it several times and told it that it’s time was up and it had to leave.  I don’t care if I hurt it’s feelings, because everyday it hurts my back!
Sayonara Futon!  Hello Fiona!  (Well, at least on Saturday I can say that…assuming there are no problems with delivery!)

12 Solutions for Being a Better Leader

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Hello all,

I am participating in a “Blog Tour” and have the privilege to introduce this article by Mark Tewart. Enjoy – be a better leader!

12 Solutions for Being a Better Leader
By Mark Tewart

1. Manage things and lead people.
Processes should be defined and managed daily. People should be led by example daily. Management by strict control inhibits star performers and eliminates creativity of intelligent people. Feelings of manipulation are caused by strict control. Control, manipulation, and disrespect keep many dealerships from moving to another level of performance.

2. Speed of the boss = speed of the team.
If the boss has a sense of urgency, the team will, too. The leader sets the tone. Great leaders create an attitude and atmosphere of winning. The leader sets the stage for the proper belief systems necessary to succeed.

3. Coach people more than you manage deals.
If you spend your time coaching people through training, one-on-ones and positive feedback, your people will become less addicted to you. Spend 80% of your day with your team and your customers. The rest can wait.

4. Create a Stop Doing List.
To find out what to do, you must also define what not to do. What are you doing everyday that you should either, stop doing, delegate, or do less of, or at a different time?

5. Practice the 4 D’s of action management.
Dump it, Defer it, Delegate it, or Do it. With proper action management, you will spend less time in crisis and emergency mode.

6. Recruiting is an ongoing process.
Determine an ongoing action plan for recruiting. What channels will you use to recruit and how much time each week to do it. What automated systems can you set up through web sites, job boards, college placement centers, military posts, etc. can you set up to increase potential candidates? Don’t wait until you need people to dig through the drawer to find the help wanted ad that everyone else uses.

7. Set clear expectations.
People need and desire clear expectations of their job functions, behavior, and performance. The days of hiring people and showing them the inventory, their desk, and telling them to get busy are over. For a greater chance of success, people cannot succeed without written and communicated expectations.

8. People don’t change that much, so stop trying.
Do not try to put in what God left out. When a person has reached adulthood, they primarily tend to repeat the patterns either they have created or that are based upon their nature. Grow a person’s strengths, and stop trying to fix their weaknesses.

9. Educate and motivate daily.
Good people want continuing education. Educate and motivate every day. Educating daily creates results; periodical training never does. If you have people rejecting education, then you must reject them. Would a great coach allow certain players to not practice because they didn’t want to?

10. Listen, listen, listen.
Nothing inspires people more than when they feel a manager will actually listen. People need to be respected and heard. A manager’s best customers are the people they coach.

11. Get out from behind the desk.
Lead the team. People want to know that their leader is one of them. Desks can become huge barriers to communicating.

12. Don’t forget emotions.
Behind all goals, dreams, achievements, and failures are emotions. Learn to tap into each team member’s pleasure and pain motivators to better guide them. Coach each team member with this in mind – thoughts become words, words become actions, actions create habits, habits create results, and they are all seeking emotions.

Great leadership is essential in creating great teams. Expect more of yourself and your team will follow. The leader is the final reason for success or failure.

Mark Tewart’s websites include: www.marktewartlive.com, www.marktewart.com and www.howtobeasalessuperstar.info

To read the first chapter of How to be a Sales Superstar and to receive several FREE bonuses from Mark Tewart, visit www.marktewartlive.com.

Full tour details are posted at http://virtualblogtour.blogspot.com/2008/10/how-to-be-sales-superstar-by-mark.html

Communicating Confidently in Business – Workshop

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3V Communications Presents
An effective communication skills full-day interactive workshop:
Communicating Confidently in Business

Learn to Communicate with Charisma and Confidence to build your Career Success!

November 8th, 2008 – Downtown Toronto Hotel

• Are you unsure if you are being heard and respected at work?
• Do you feel a little insecure or shy sometimes, and feel it is holding you back?
• Do you have difficulty handling stressful situations, arguments or workplace conflict? Do you have trouble saying no?
• Having trouble standing out but still fitting in?
• Are people not listening to you and your ideas, and do you wonder how you can change that?

After this course you will raise both your personal and professional communication skills to the top 10% of the world – and that is where you will find the most successful people in business and in life. Confident communicators are given more responsibility at work, are given promotions and raises more often, and become great business leaders. When you can communicate clearly and confidently, but still do it in a friendly, non-offensive way, you are headed for upper management or other leadership roles.

By the end of Saturday you will be able to:
Understand the importance of first impression management, and create a winning first impression that leaves others wanting to know more about you

Generate small talk easily – so you can enjoy stress-free conversations while you network, turn strangers into friends and build strong teams at work

Increase personal charisma and confidence – real leadership qualities vital in today’s competitive markets

Speak clearly with confident language, tonality and gestures

Use the fundamentals of sales psychology to persuade and influence others, and find out how to implement Aristotle’s 3 keys to persuasion while speaking in public

Manage conflict in a less-stressful way, so you can disagree and say no without offending others or getting into arguments

Be assertive without being aggressive, because nobody respects a bully!

SUMMARY & BONUSES:
you get a full day (9-5) of interactive and dynamic communication training – essential soft skills for today’s world of business

Catered Lunch and two Coffee breaks

Certificate of Completion – showing that you care about your personal and professional development, and have taken steps towards gaining excellent communications and building confidence for success

One Complimentary coaching session to get your personal communications assessed after the workshop is completed

$100 voucher, good towards any one-to-one coaching program or future workshop

Referral program – Do you have a friend or co-worker who would be interested in attending? You are eligible to receive a $50.00 thank you for everyone you send us who signs up and completes the workshop. Our way of thanking you for recommending us to new people

Early-bird special price – regular price is $299 for the day (plus g.s.t.), but we are currently offering an early-bird special price (see website) until October 6th.

Discounted room rate – if interested in staying at the Courtyard by Marriott downtown hotel please contact Ric directly to arrange it

By now, I trust you can see the benefits of developing the knowledge and skills to communicate confidently in business – so what are you waiting for?

To register, click here now. Or if this is not highlighted, just follow this link:
http://www.communicationcoach.ca/pb/wp_a4623824.html?0.9709723454620556
Location: This event will be held at Courtyard by Marriott Downtown Hotel, 475 Yonge Street (@ College St.). For a Google map location, click on the address above on my website, http://www.CommunicationCoach.ca

I look forward to meeting you and taking you to the next level of confident communications. Any questions please do not hesitate to call or email me:

Your coach and trainer,
Ric Phillips

Build Relationships Even When Travelling

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Greetings from Moscow, Russia again!

As most of you know I teach relationship-building techniques, the art of small talk and the secrets of winning first impressions. These interpersonal communication skills are vital in life. I also teach networking skills, as these soft-skills are imperative in building business and commerce relationships. How many successful sales people do you know who are extremely introverted and find it hard to strike up a conversation? Not many I would bet. There are obvious reasons for that.

Here in Russia as I had mentioned in my last newsletter I am facing a big language communication barrier (although my reading of the Russian words has noticeably improved, I am happy to report today…) and so I rely on other communication techniques. They are worldwide, human techniques. But a few days ago I was looking for a new headset and microphone in a local mall and I saw an Indian man running a computer shop. He spoke with a strong Russian accent (so I was told) and it was obvious to me that he was an immigrant or migrant worker here. I immediately felt like I was back in Toronto and started to speak English to him. We smiled and chatted and he sold me a new headset which works very well. I am ‘Skyping’ my friends and family constantly, as you may appreciate.

Today after a great day of site-seeing (for those who know Moscow I visited Old and New Arbat, Hard Rock Café, and Victory Park) I decided to add a webcam to my long-distance conversations and returned to the same mall. I purposely sought out the same shop and yes, the same Indian man was working. We smiled again and chatted briefly. I told him this time I was in need of a webcam that can ‘skype’ and he recommended one immediately. I asked how much and the answer was 1000.00 Russian rubles (exchange rate is 1 dollar to 24 Russian rubles, so do the math if you wish) and then I asked if there was a cheaper option that could still skype. He smiled and played with his computer for a minute and then said to me that he could sell it for 800. DEAL. Done.

Some of you reading this story may not be too surprised by a seemingly independent shop keeper giving a bit of a discount, but I was told by my Russian guide that discounts at malls and proper businesses are quite impossible. She was surprised by my discount. I explained to her that I felt that he liked me for these reasons: he thought I was a nice guy, I smile which is almost rare for Russian men in that situation, he was happy to see me as a repeat customer, he did not want me going elsewhere, and finally, I think he could appreciate me as a foreigner in Russia – the same as him. 

Most of us at some point travel, and we should not think that our actions do not matter to the local people. Carry yourself as you would at home and continue to be in the constant habit of initiating great people-skills. You never know when they will help you!

Are You on a Confidence Tightrope?

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Do you know how confident you should act in your presentations?

Robert Herjavec (one of the VCs – Venture Capitalists –  from the TV shows “Dragons’ Den” and “Shark Tank”) was recently asked this question: “What’s the most common fundraising flaw you see in entrepreneurs?”
His answer: “Overconfidence, bordering on arrogance. Or lack of confidence, bordering on insecurity.”

As a Confidence Coach and a believer in the power of confident communications, I know how hard it is to walk this tightrope. You don’t want to fall right? So what should we do? Well the answer for communication is the same answer for the real situation – KEEP YOUR BALANCE.

You must be confident in your presentations. If you are trying to convince others to believe in you or follow you, you must give them a reason and a feeling to do so. That is right, both logical and emotional reasons must be there. You need to be passionate about what you are saying (or selling) and you need to have hard facts and figures to back up your beliefs.

A confident presenter is challenged less than an unsure or meek one, even on Dragon’s Den and Shark Tank. When a confident person handles the first challenging question successfully, smoothly and convincingly, there is less desire to challenge again and again.

To be confident you must believe in what you are saying, have data to back it up and be comfortable talking about it to others. Confidence comes from competence, and vice versa. Make sure you prepare well.

Keeping your balance means that you must be confident to succeed, especially in North America, and you must balance that with logical reasons so that it is not just your opinion.

For example:

“I think you should buy this soft drink machine because I think it is the best value for money and we will get a lot of revenue from it” could be transformed into:

“To get the best value for our money and a three to one return on investment, choose this soft drink machine. 2007 statistics show that there is a growing increase in soft drink machine use when a variety of drinks are offered, and I strongly believe this is the way forward for our company. “

In this example we do not start out with our opinion. We start out with compelling facts and numbers that the logical brain can absorb. Then passion is displayed. It sounds more confident, doesn’t it?

72%? Really?

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According to one of my favourite magazines for entrepreneurs, PROFIT (OCT’07), 72% of salespeople are either actively seeking or would be open to a new job if they came across one.
The question is why?

Well, from a communication coaching perspective, I would advise managers out there to keep up the kudos and also the “kaizen” for their high-fliers.

It is not enough to just tell them “good job” and then go and spend your efforts helping other less successful employees. Driven salespeople see themselves as self-employed, and will take care of their own self if you do not provide structured feedback, ways to continuously improve (kaizen), and ‘breathing room’ too. A stagnant feeling is an invitation to talk to a recruiter or headhunter.
So have a proper meeting with the successful ‘Super-Sales-Rep’. Ask them what they think of their performance, their personal and professional goals re: company, and yes, areas to work on to be even more successful. in short – talk to them, listen, and provide good feedback and new goals.  It is rare high fliers are in it solely for the money.