Is Business Protocol Dead?

Is Business Protocol Dead?

If you ask a highly successful sales person what the keys to their success are, they would likely start by pointing out the importance of doing due diligence research prior to approaching a potential client or customer. They’d be less likely to start by pointing out the importance of protocol when it comes to interacting with potential clients and customers. They would however remind you not to forget it.

The tools we have access to have changed the business landscape, and it would be easy to convince ourselves that all business decisions come down to dollars and cents so it shouldn’t matter how we present ourselves. In one sense that might be true. But think of it from this perspective… if both you and your competition have access to the exact same information, and can offer the exact same deal, how will you differentiate yourself from them?

One way to ensure your forward momentum is to take the time to make sure you do as good of a job presenting yourself as you do of presenting what you have to offer. Here are 3 time tested do’s and don’ts of sales protocol.

1.     Don’t talk to people like you know them—before you know them.

Do:  Dale Carnegie said, "A person’s name is the sweetest sound to them in any language." But that doesn't mean Mrs. Debra Nice, the president of a company you’d like to do business with, will appreciate you calling her Debbie. Address people formally until you are invited to do otherwise.

2.     Don’t disregard the chain of command.

Do:  A chain of command might be annoying to deal with, but it serves a purpose. If you disregard it and go straight for the chief decision maker, you might get the “yes” you were hoping for, but he or she is very likely to turn the deal over to the people you just stepped over—not the best way to build a business relationship. Be respectful of the people you interact with as you work your way up the decision maker chain, and they will be more likely to return the favor by speaking well of you and what you have to offer to their higher-ups.

3.     Don’t speak poorly of your competition.

Do:  Successful sales people know that their clients and customers aspire to rise to the top of their market. But trash-talking your competition doesn’t provide any positive information about how you and your company can help them achieve that goal. Keep your presentation/discussion focused on what the client really cares about—how the product and/or service you offer will improve their position in their marketplace. Do a good job with that and your competition won’t matter.

Yes, these sound like common sense protocols everyone would know and follow, but they’re rarely taught, so many sales professionals end up learning them the hard way. Once you include them as part of your own best business practices though, they are evidence to potential clients/customers of your confidence, professionalism, and experience.

Alan Luoma is a Sales Coach with extensive experience in industrial sales, sales management, new product development, sales and product training. He works with a national sustainable packaging company and their distributors to increase sales. Alan is an expert that speaks on eliminating behaviors that prevent you from being successful in sales and uncovering sales prevention departments that hinder your success. He is a member of the Hartford Springfield Speakers Network, The National Speakers Association and New England Speakers Association. You can view his profile on LinkedIn, or contact him at Luoma@snet.net

Speak Naked...and start a conversation

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We are exploring ways to start a conversation

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Glenn Dulko www.SpeakNaked.com

"So, how's your day going today?"

Do You Understand?

In Stephen Covey’s landmark book, 7 Habits of Highly Effective People, he addressed “Seek First to Understand, Then to be Understood.”

People form opinions based on their own experiences. Unless they try to understand the other person's perspective, two people can see the same thing and form completely different viewpoints because their understanding is "autobiographical."

I frequently hear Covey’s quote in meetings.  Some people want to listen and find it difficult.  They are so intent on having their own opinion or idea heard that they scarcely hear what others are talking about.  Consequently people decide prematurely what they believe the other person is saying before others have had a chance to say it.

This form of “deafness” causes duplication, mistakes and loss of trust.  If someone can’t be trusted to acknowledge the other person and hear what they’re saying, then that person will stop trying.  They may pretend to participate, then do nothing, and everything remains the same…..no progress.

“A basic human need is that humans share a universal longing to be known and, being known, to be loved.”  Love may sound strange in a work setting.  Think of it as being accepted and acknowledged.  “When our conversations disregard this core need, our lives can seem like an ongoing, exhausting struggle to influence others to do what we want them to do.”  Susan Scott, Fierce Conversations

 Try this:

·        Ask a question with the intent of wanting to know the answer.

·        Be prepared to be in the moment and nowhere else. Do not scan your emails, check the sports scores or today’s news or play a game on your smart phone. (*We all know what you’re doing when you pull out your smart phone in a meeting!)

·        Listen for content, emotion and intent.  Hearing their words is only the beginning.

·        When a thought jumps into your head, jot it down, and get back to listening.

·        If you miss what they said, it’s okay to ask them to repeat it.

Outcome

People will really talk to you.  They will be more likely to listen, collaborate and cooperate when you do talk.  This can make your workplace more pleasant and more productive.  If you haven’t already, read her book, Fierce Conversations. Whether it’s with an employee, co-worker, boss, client, customer or family member, your relationships will be stronger.  You will have a better chance of getting what you want.  

Do you understand them?

Ann Meacham, president of Leadership Dynamics works with business owners and executives to clear their blind spots so they will know how to succeed in their business. Contact me: ann@leadyourteams.com Sign up for a Free Leadership Strategy Session on my website.