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Sales Process

Measuring the Value of Why

July 29, 2016
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We see this word a lot: value  —  but what exactly does it mean? What is it? How do we measure it? How do we determine whether or not it’s something we provide? These are all good questions and in the agency world, value is what separates us, it’s what links us, and it’s what drives conversations and interactions with clients and partners alike. But how do we truly define it? Value has a few definitions, so let’s start there (courtesy of Google):

val·ue : /ˈvalyo͞o/

noun

  1. the regard that something is held to deserve; the importance, worth, or usefulness of something.
    • “your support is of great value”

But it can also be used as a verb!

verb

  1. consider (someone or something) to be important or beneficial; have a high opinion of.
    • “she had come to value her privacy and independence”

As we can see, value is something that’s a little ambiguous, right? If you look at the first sentence that uses the word value, you can see what the value is – “your support is of great value” – the value is your support. “She had come to value her privacy and independence” – the value in this sentence is a little trickier, it’s her privacy and independence, but it’s also linked to the noun “her” – so I’d like to define value in this way:

Value measures the worth of something, but is dependent on the measurer’s desires, fears, opinions and considerations.

We all know value is worth something, but my value will be different from your value. Your value will be different from their value, and so goes the succession. This is so because value is fueled by desire from the one who views the value.

“Value sits on a foundation of action while being built by intelligence, insight, and observation.”

The hard part is answering the ‘why’ of value. Why is “your support” of great value? And why does she value her “privacy and independence?” If you look at it from more of a cognitive stance, you’ll see that the answer of ‘why’ is dependent upon the ‘who’ and the ‘what’. It’s that desire that compels a client to buy, it’s that fear that can mean the difference between success and failure, and it’s a line that’s very thin and almost impossible to distinguish when value is at the forefront of every conversation and people’s desires/fears aren’t necessarily apparent.

Action is the foundation of value. What we do and what we say adds value (or takes it away). Our actions reverberate. Action progresses the sale, it can also stall a sale. But it is action that is at the root of all value. Without it, we cannot provide value.

While action is the foundation of value; intelligence, insight, and observation are the materials you need to build it.

Short Story

I was on the phone with a nice woman from one of the big organizations in the Research Triangle in North Carolina. I asked her to give me a high-level lay of the land (what’s the current situation and what are you looking to do?). She gives me some background on her role and her company, then reveals that she’d like to create and build a WordPress site where her sales team members can come to find more resources on the products that her company was selling.

It was a great conversation, but I asked one question that made her pause and really think about her situation, and the question was simple – it was “why?” What is your major goal and why do you want to accomplish it? Now, everyone knows to ask these questions, but not everyone on the other end of that line might know the answer, or be totally truthful. She did know the answer and was truthful, the answer she gave was simple too – “I want my sales people to have the right information in order to sell more products….and it’ll make me look good.” And there’s the value (for her) or what I like to call the value gratification.

The value gratification is the major accomplishment and its ability to fulfill the desires one has, it’s the way the people involved with the project feel after it’s finished. In this case, it’s the value of having a more cohesive and effective sales team, which will essentially sell more products and make her look good in front of the bosses. That achievement will not only make the client happy, but it hits those hidden goals as well, which if you can uncover, will just give you more value as a salesperson.

The action was the phone call, observation and insight led to the question, and intelligence is what you do with that information. The question showed value in her mind because when she went looking for a partner to build this WordPress site the desire to look good was already there. She just needed to find someone who cared about it enough to ask about it. The question just disclosed the ‘why’ — we know the value is her cohesive sales team selling more products, but why does she want to do that. Well for all the normal reasons someone would want to do it, but also because it’ll make her look like a rockstar at her company and that’s the gratification or desire behind the value, which can be much more potent than the value itself.

Fear overcoming value…or the absence of value

Now this was one example of action, and an easy one because she gave up that valuable tidbit about her hidden goal. Let’s take an example from one of my old freelance days when I didn’t really know what I was doing or how desire plays a role in uncovering real value.

I was just learning how to code and still doing construction when I met one of the homeowners that we were building for. We got to talking and she uncovered that she’s big into photography. She sells her photos at craft fairs and she’s looking to do a website where she can sell her photos, but she didn’t know of a web designer/developer. In walks me! Naive little ole’ me! I say “I can do that! And I’ll give you a really great deal!” So she leapt at the offer to have me build her a website where she could sell her photos.

All was going well, I put up a really slick Divi themed WordPress website, integrated the WordPress Photo Seller Plugin that helped with photo management, watermarks, and taking online payments through PayPal. I was super happy with the site! But then my client saw the website, she thought it looked really awesome too, but….she didn’t know how she felt about having her photos online, she was afraid people would steal them. I tried to explain as best I could that the watermark was a good attempt at foiling malicious users from taking her photos, but ultimately that’s the chance that you take putting your stuff out there. She wasn’t satisfied with that answer and the website never got launched and I never saw any money. She saw the value in having a website where she could sell her photos, but she also saw the absence of value through the thought of people stealing her photos. Had I probed enough, and asked the right questions through action and observation, I could’ve saved myself from hours of site-building, but hey, lesson learned!

That client’s desire was to make money through selling her photos, but not at the risk of losing any. Which is a hard desire to bring to light. Looking back, the way I could’ve done it was by asking her about her photos, what did she like about them, what did they mean to her? It most likely would’ve uncovered her fears about people stealing her photos, and if I had done that, I could’ve recommended a more secure option like selling her images on CanStock Photo or Fotolia. Which would’ve given her more value, and quelled her fears.

But again, lesson learned!

Linking value to people and their emotions

Value is inherent to people’s desires and/or fears. Both of which can be difficult to get out of people. Many times desires are selfish, and people don’t necessarily want to talk about them. Many times fears are silly and people don’t necessarily want to talk about them. But if you can link the desire someone has to the value you’re providing, your close rate should go up. If you can extinguish a person’s fear by showing them that having the value is better than the absence of it, you should win more deals.

Business people, especially, are known for keeping their emotions in check, but it’s those emotions that will give you clues to a person’s hidden goals. From the moment you get on the phone with someone, listen to those emotions. When they talk to you about the project, how do they sound? Are they frantic, are they calm, do they sound miserable or super ecstatic? When they email you about the project, what’s the tone? Is it short and to the point, do they ramble on about it? When you meet them in person, gauge their body language. Do they seem comfortable, are they attentive, or laid back?

Observation is a huge building block in understanding the desire behind value. When you’re around people tune in to their channels. Make insightful observations on what you see, hear, and feel. And continue to ask questions. If someone looks worried, say something like “Hey Tom, you look like you’re a little worried about this project, what concerns do you have?” People secretly want to tell you their desires, they just don’t want to be judged because of it. So, right from the very beginning when you first meet with someone you need to make them feel at ease. You do that by expressing empathy, giving respect, and making genuine connections.

How do you measure value?

If you remember my definition of value, it’s dependent on the person who’s doing the measuring and what their desires and/or fears are. So, with that in mind, you first have to know the “who” — who is your buyer? Obviously individuals will have their own idiosyncrasies, but you can make some overall assumptions about certain types of buyers. And I’m sure you know that figuring out your audience or who you’re trying to sell to is of uber importance. The technology buyer, let’s assume they like quality. And let’s assume that the marketing buyer likes results. Well, that gives you a starting point and you can pivot your observations off of your assumptions to make intelligent assessments.

Then you need to know the “what” — what is the challenge, what is the project, what are the major goals, what is the platform? All these questions will help uncover what you’re doing so you can start figuring out your tactical approach. Things like should I recommend WordPress or Drupal, how long do I think the project will take, who will I need for this project. And also your strategic approach. Things like what’s the best solution for this, what’s the most innovative solution for this?

Throughout this entire process of helping your client or prospect find the right solution, you need to be strategically searching for the “why” — why do they truly want to do this? Is it something their boss said they had to do and they’d rather not be involved, or is this something they’re truly jazzed about, if so, why are they super jazzed about it? The why can uncover hidden goals for you to better position your solution and agency. The why can truly connect you to your client and make you a lifelong advisor. Knowing and understanding the why can separate you from the competition and link you to your client and new business. The why weighs the most.

The Many Faces of Business Development

July 9, 2016
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Every time I tell someone what I do, they always reply with the same question — “what exactly is that?” What they’re asking is — what is business development? It’s sales, right? Or it’s about growing a business, right? Well…if you think about it, business development has many different faces. Numerous flocks of people think that biz dev is simply sales. It is not, I assure you. Sales is a part of it, but…not everything! Now if you scour the internet and Google “what is business development” – you’re bound to get different answers on every result you click on.

When you work for a services firm, business development is a process. Now I touch on services agencies because I believe building strategies for business development working for a web services company is different than web products. Why? Because products, often times, are tangible. Not in the sense that you can pick it up and touch it, but there’s a known feature that usually solves a client’s problem. Web services are intangible, and it’s challenging, at times, to get a client to see the value as you would a web product. Therefore, the process of developing business is slightly different.

The business development process is a continual cycle…

Biz dev needs to be cared for, looked after…you can’t wing your business development. Business development is not just sales, it consists of the following:

  1. Service or offering — what do you provide? How do you articulate this? This is why you are in business.
  2. Marketing — letting the world know that you have this service or offering.
  3. Sales — selling your offer and building your client list, as well as expanding on your current client accounts.
  4. Client advocacy & management — being there for your client and delivering what you promised you’d deliver. This helps retain clients and you can use that to your advantage to get more clients. Happy clients make for great references!
  5. Partnerships — teaming up with other firms that are complimentary to yours, not in direct competition.
  6. Networking — going to events, meeting industry people, building a network.
  7. Getting feedback — from your clients, from the prospects that you didn’t close, from your team and yourself.

This is an on-going process, and one that you’ll cycle through and tweak as time goes on, but let’s hop into it and talk about the many faces of business development.

Articulating your offer…

Why would a prospect want your service over another agency’s service? Let’s face it, there are thousands of web agencies out there that probably do exactly what you do. So, how do you differentiate? This is where business development starts. Articulating your offer is the first thing that needs to be done, it is the basis for which we build our business development plan. Now, the offer can (and probably will) 3d stick figure articulating the offerchange as time goes on, but fine-tuning what you already have is the quickest route to success.

Focus is the name of the game. Customers and prospects want an agency that has a deep understanding of one or a few things. Strategy, Web Design, Web Development. If you look at the agencies that have been in business for a while and are thriving (not just surviving), you’ll see that they have focus in one or two areas and companies specifically seek them out to do business with.

Articulating your offer is no easy feat, and for every agency out there, it’s going to be different. What makes you unique? Are they your services, do you have a deep and narrow focus in one area that beats out your competition? Maybe it’s your values? Your crew? Or maybe it’s a vertical that you know inside and out. Whatever it is, you need your audience to have only one response to it — “That’s what you do? I’d love to know more about that.” — Every time you tell someone what you do, you want them to be intrigued enough to ask you questions about it. This gets the conversation going.

I know, this is a tall order, but that’s why you have a team. Get their input, ask them how they articulate what they do. You can also look at the marketplace and how your competition is articulating their offer. My previous agency Oomph “crafts digital experiences with passion and purpose.” 10up, a WordPress digital agency, “makes content management easy, maybe even fun.” The agency my sister works for, Liberty Concepts, they are “building engaged communities and influencing conversations taking place online.” Now, these probably don’t get everyone they reach to say “really, tell me more…” but they do speak to their specific audience. And remember, your offer-articulation will change as time goes on as businesses and markets shift.

Marketing to the world…(or maybe just your users)

Marketing is the next crucial step and one, for a long time, that went overlooked in the business world. Sales was always the front runner, but ever since the dawn of the inbound versus outbound debate, marketing has got its fair shake. Of course, the reality is — is that sales and marketing are two very different disciplines and two very different mindsets. But they do work together, not in opposition like the long cold war it has been of the late (late) 20th century.

Marketing can either aid or handicap your sales team. You can have sales-focused marketing, it behaves as a function to grab those potential customers who are considering whether or not to buy. If you look at an entire client cycle from initial contact to the final launch of a project, you have a progression that goes something like this:

  1. Project idea
  2. Need to research firms (and pick the right one)
  3. Narrow the list of potential agencies to work with (the short-list)
  4. Get a proposal and presentation
  5. Negotiate contracts and sign
  6. Kickoff the project
  7. Delivery of the project (completed)
  8. Evaluate the end product
  9. Then start it all over again if there’s another project (which there will always be)

So, with all that in mind and looking at it from the shoes of your customer, what are the things your customer needs from an information standpoint to make solid decisions? What questions will they have? And at each of these stages, what are your customers thinking about?

Customer’s thought-process
  1. Project idea — This is going to be a lot of fun or this is not going to be a lot of fun, either way, how do I get this project started? I need to find a web agency. Where do I look?
  2. Need to research firms (and pick the right one) — what firms have what I’m looking for? Who do they work with, what do they specialize in? What verticals do they work in?
  3. Narrow the list of potential agencies to work with (the short-list) — which agencies impressed me the most? What case studies would I like to show my boss? Which firm do I get a good vibe from? Have they done really awesome work? Do they have good references?
  4. Get a proposal and presentation — how hard will this process be? What will I need to get them, what will they want from me? Will their proposal/presentation address my challenge?
  5. Negotiate contracts and sign — ugh, contracts! I know they’re necessary, need to get sign-off.
  6. Kickoff the project — what should I expect? Who will they need from my team? What information do I need to put together?
  7. Delivery of the project (completed) — will this go smoothly? Will there be any unforeseen obstacles? Will we get along with everyone, will I like what they build and design for us?
  8. Evaluate the end product — is this what I expected? Do I feel we got our money’s worth?
  9. Then start it all over again if there’s another project (which there will always be) – the last project went awesome, can’t wait to do it again. Or, the last project was awful, I don’t want to go through this process again.

Answering questions like these will help your sales team close more business. Now, obviously, marketing isn’t all sales-oriented. Marketing is also about brand reputation (which…will ultimately help with sales) that gets people to like you. And these are people that you may not even do business with, but they could become brand fans. And brand fans can be really good for business. They can advocate for your agency or a project you worked on that was super cool. Marketing can always reach a much wider audience than sales, you can use social media channels, automation and other technologies to get your value and brand out to the rest of the world. And remember, people and companies that are interested in buying from you will always research you first online and make assumptions and judgments without even speaking to you first — and that’s why marketing is uber important!

Sales — the cowboys of the business world…

I’ve written a few posts on sales and I’m sure to write more because sales its own special snowflake…and there’s a lot to it. Sales is demanding, very demanding. And if you’re not careful in business development, sales can eat up the majority of your time, because let’s face it — it’s the driver of more revenue. So what should we be focusing on in sales? Good question!

First, you need to look at the marketplace, what choices are out there that a prospect could potential make, what solutions are available to sell? Then you need to get serious about targeting your ideal client, who are they and what position do they hold, what types of companies/organizations do they work for? What problems or pain points can you solve for your customers? Who are your competitors and how might you lose to them?

Then the next step is establishing a sales process or refining the one you have now. You can be a sales cowboy, but even cowboys have a code. Don’t go out there and play things by ear, or ride the bullwanted: sales cowboy until you fall off. Get yourself focused on funneling prospects through a process that progresses the sale. Now, you may be progressing the sale to a ”no” but that’s ok. Rejection happens, but you have a process in place to make progress. The process won’t guarantee that you’ll close business, but it will guarantee that you get the “no’s” out of the way quicker, and get a better understanding of how your getting the “yes’s”

Look at how the sales process naturally goes, something like this:

  1. Lead generation / Prospecting
  2. Qualifying
  3. Scoping
  4. Proposals / Presentations
  5. Negotiations
  6. Contract signing / Closing

What are the things that you need to do in each of these stages in order to progress to the next one? What’s the requirement of each stage, what is the purpose of each stage, which team member will be a part of each stage, and what resources will I use for each stage? I have a table that outlines all these things, see below:

The stages of the buying process and their essentials

Having something outlined like this will help you on a couple different levels. The first one is obvious, it follows the stages of the buying process. When you have a legitimate lead and you know they are going to buy (maybe not from you, but hopefully), then you can progress the sale by getting the prospect to hit the requirement for each stage. The second level is that prospects will come to you at different stages of the buying cycle. They may be dealing with another agency and then something went wrong. Maybe there was a conflict of interest and they went searching for a new agency and found you. But, that prospect has already been though the qualifying stage with another agency and wants to hop right into scoping. Well, you just need to know if they meet the requirement to hop on in to scoping. Use this table as a guide or make your own so you don’t have to think about the next step, you can concentrate on your prospect.

Customer satisfaction and delivering on your promise…

During the sales process, the sales cowboy always makes promises. Make sure those are communicated properly to the project team. If a client is expecting one thing, and the project team doesn’t deliver on it, then that makes for an unhappy client and bad word of mouth. Which, in the world of small business, goes a long way!

Good communication and continuing to build client intimacy and advocacy will have a drastic affect on your customer base. Clients want to feel like they are the only client, so when your account managers or project managers connect with the client, there needs to be cohesion from the sales team. The sales people have been dealing with these customers and then once a sale is made, they hand the customer off to the project team. Make sure there’s continuity there that usually comes in the form of a project handoff meeting between the sales team, PM, and the new client.

But as a business development person, you’ll want to check back in with the client to make sure things are running smoothly, that the client is getting value out of the process and project, and you need to look for more opportunities. Relationships are a huge part of agency business. Don’t be afraid to leverage those relationships, even if that means getting a case study out of it. At the most, you can get more business through other projects within that customer’s company, or good referrals for other organizations that might have a project in mind. When you’re in the midst of a project, the focus is on delivering great work, but you still can’t neglect finding opportunities, or being oblivious to them.

Navigating the world of good partnerships…

There are different types of partnerships out there; formal ones, informal ones, referral partnerships, hand-shake partnerships, ones that have contracts and ones that don’t. The only thing I’d really like to touch on with partnerships is this: In today’s business world and with the ever-growing list of customer needs — partnerships help with being able to give a client a full experience.

Your agency is really good at a few things, right? Like web strategy and design. Another firm specializes in custom web development and the templates you design need to be developed with custom code. That makes for a decent partnership. Where the waters can get muddied is in ownership. Who owns the client? How will meetings be handled? This is all something that you’ll have to work out with the other 3d stick figure partnerships putting puzzle pieces togetheragency to see what the best experience is for the customer. Maybe the customer only wants to deal with one entity. If that’s the case, you can communicate things through from your partner agency.

Partnerships are also good to reach a wider audience for leads. This is why you’ll see many hosting providers like WP Engine, Pantheon, Acquia, etc. have many partners. In essence, they all help each other out. Now, a lot of these bigger hosting companies require that you pay a certain amount of money each year to be a partner. That’s not right for every agency, but it may be right for you, it all depends on revenue, growth, and the ROI you think you’ll get from being a preferred partner.

As a biz dev person, you need to seek out, research, and evaluate different partnerships. Partnerships should add to your business and your partner’s business, they should be mutually beneficial. If they aren’t, then it really isn’t a partnership.

Network…don’t business develop with business development

Networking has been around for a very long time, but they didn’t always call it networking. It’s been called schmoozing, rubbing elbows, social climbing, mingling, and many other names. But networking plays a big role in business development. It’s meeting people, it’s being seen, it’s playing the game.

But there are a few things I want to point out about networking. The first is that it isn’t about the company, it’s about the individual. As a business development professional you attend events to network, but you need to network wisely. When I first started out, I was the guy that would hand out my business card to everyone, and that just doesn’t work. Nobody wants to talk to the guy who wants to talk to everyone.

And when I first started out, I didn’t have much of a network. I only had my friends, and that’s where I started. I asked them to connect me with someone they knew who was in my line of work that I could get advice from. People love giving advice, so go talk to people. Listen to people. When you go to an event, go there to meet one or two people, but make solid connections. Learn what they do, have good networkingconversations, have impactful conversations. Make impactful impressions by making strong connections.

The other thing I want to touch on is the trap of networking. Don’t go out there and attend every event that you can, you’ll get burned out on that, quickly. The thing you’ll notice as you start to go to more networking events is that there are soooo many business development professionals at these events. And most are there because they want to sell something. Pick out the events that are focused on a certain vertical, like say your agency works in the healthcare field. Search for healthcare/digital events — I know you can find plenty. And pick the ones that have an expert speaker in that particular industry. There are usually a lot of industry (remember, healthcare) people there that can either connect you to the right people in there company or are the right people. But you don’t go there to sell them anything. There’s nothing people dislike more than being at an industry event to learn something and a salesman walks up to them to try and earn their business, it’s a turn-off. So, when you’re at these events, listen to what the speakers are saying, learn about the subject, and tell your prospect (or whoever you meet) that you are there because you have an interest in the subject matter. Have organic conversations, don’t push a solution down someone’s throat at an event, it hardly ever works.

Networking is about consistency, the more you go to industry events, the more you’ll be recognized as someone in that community. And then when prospects at those events have a project they need done, if you’ve left a good impression and made an impactful connection, they’ll remember where they put your business card and give you a call.

Feedback improves the process…

I can’t stress the need to get feedback from your clients. It will really help you improve the process. You’ll also want to try and get feedback from the prospects you lost during the sales cycle, that will help you improve your sales process.

With prospects you lost, think about putting together a quick Google form and sending out a survey that has 5 to 10 questions with input fields. It’s hard enough to get people to give you feedback, let alone someone you didn’t sign as a client, so don’t make it too daunting. But if you ask nicely and tell them it would improve your process, many will comply. Certain questions could be:

  • Did you understand the solution we recommended implementing?
  • Was there any part of the process that confused you?
  • What was your favorite part of the process?
  • What did our competitors do better than us?
  • What was the ultimate deciding factor for choosing / not choosing us?

Remember, you can give these to anyone who went through your sales process to better that particular process.

For clients that you did work for, they’ll go through a different feedback review and it should include sitting down with your client to get feedback. Put aside 30 to 45 minutes, a week or so after the project is all finished and review the project. And just listen to their answers. Certain questions could be:

  • How would you say the overall project flow went?
  • Was there any part of the project process that you didn’t like?
  • Do you feel like everything was communicated to you properly?
  • How would you describe your feeling toward the end product?
  • And many more….

And remember, just listen, don’t offer excuses or argue with them, just listen. Get the feedback to the team and the leadership, and tweak the process if it needs tweaking (which…it always will!).

Then, if appropriate, ask for testimonials or case studies. Ask if you can use them as a reference. I can’t point out the importance of having a number of references on hand. When a biz dev guy is in the middle of selling something and the prospect asks for a reference, it’s nice to be able to pull from a pool of happy clients. And then also, look for future opportunities. Communicate with your clients after the project is finished, check in with them and keep that relationship strong.

Wrapping up business development…

Let’s cycle back to the beginning, what is business development? Well, it’s all of these things — you’ll wear the marketing face, the sales face, networking and partnership face, and the customer advocacy face, all the while trying to articulate your offer just right and getting feedback throughout the process.

If you look up the exact definition of business development, it probably goes something like this:

The process of experiencing growth through acquiring more profitable clients and expanding existing customer accounts.

– which, if you think about it, encompasses many things, many faces. Business development is a discipline and one that should be given the proper time to work for your agency. Believe me, it will take time. The role of business development is a jack of all trades, but still a master of one. Kudos to all the biz dev people out there — the unsung heroes of the business world!

Coffee’s For Closers

February 27, 2016
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….but only if you have an established sales process.

I’ve given this talk a few times. It started out as a flash talk and turned into a full 30-45 minute presentation. I’d like to write out this presentation in long form, that way the next time I give the talk, I’ll be able to direct people to it afterwards.

Let’s begin

How many people here are familiar with the scene “Coffee’s for Closers” in the movie Glengarry Glen Ross? To give a backdrop, Glengarry Glen Ross was originally a play turned into a movie depicting the lives of real estate salesmen. “Coffee’s for Closers” is a scene in that movie where Blake, portrayed by Alec Baldwin, comes down to motivate the other salesmen.

“Put that coffee down! Coffee’s for closers, ONLY! You think I’m f*ck!ng with you? I am not…”

He’s basically saying that if you’re in a sales capacity at an organization and you’re not closing business, don’t drink the company’s coffee, let alone make the base salary that you’re making. And is that true? Should coffee be for closers? The answer it YES!! Absolutely! Coffee should be for closers….but only if you have an established sales process. Because if you don’t, then you can’t expect your sales people to close on a continually basis.

We need a sales process to integrate ourselves into. To focus on it, to make it a standard, and then finally to improve it.

Introductions

So, who am I? My name is Adam Lamagna, sounds like lasagna! Easy to remember!! I am a sales consultant for Sucuri, I help agencies pick the right solutions to secure their websites and their clients’ websites.

When I turned 18 and graduated high school, I flew out to Hollywood, California to become a rockstar, that dream was short-lived! I got into sales and I’ve done everything from cold calling, to door-to-door, inside sales, to high-pressured, hard selling. I got into technology about around 2012 and haven’t looked back since. I’ve worked for a small web agency and a large (enterprise-level) agency. I love business development and sales. I believe sales to be a noble profession!

History of Sales

The history of sales is super important, it gives us an overview of how sales has progressed and where the pivotal moments were. If anyone wants to read more about the sales process, you can always check out my blog post on the history of sales. Starting at the beginning of time, we had the bartering system. You give me this, I give you that — still relevant to this day. But when money was introduced, it turned the bartering system into markets and gave us a system to improve upon.

Fast forward to the Industrial Revolution, Snake-Oilthis is when the modern day salesman comes into play. He’s also known as the exaggerated salesman, the guy who would sell you snake oil. And from there up to the 1950’s, when we see the fast-talking salesmen come in, it’s really important to note that all the information in the sales process was owned by the seller. If a consumer wanted to know more about a product or service, they had to go to the seller to get that information.

Consumers finally got wise to this, so in the 70’s, 80’s, and 90’s, we see things like SPIN (Situation, Problem, Implication, Need) selling, and Solution selling, and Strategic selling. They were kind of variations of themselves, but they all aimed to bring the consumer into the process, and make them feel like they were making informed decisions based on data. When the 2000’s hit and information was readily accessible, it rocked the very foundation of the selling world. Sellers were no longer in control, it was the age of the buyer!!

Sales Process

What is a sales process? Simply put, it is your view of your customer’s buying journey. With all the tasks, steps, procedures, and resources it takes to effectively manage that buying journey. I separate the sales process into 3 areas: 1—Pre-sales, 2—Engagement, 3—Post-sales.

The 3 areas of the sales process
Sales Process

 

Pre-Sales

Pre-Sales is planning and preparing to effectively engage the right prospects at the right time with the right tools.

First off, you need to know your buyers. Who are you selling too? What verticals/industries are they in? What do they care about and what do they need to make a decision? You can do your own buyer personas with this link to a HubSpot template — http://offers.hubspot.com/free-template-creating-buyer-personas — this is a really easy way to figure out who your buyers are.

Next is the marketing collateral. What are you using in your ‘sales tool-bag’ to sell people with? Your marketing collateral should do two things. 1). Showcase your talents. 2). Answer your buyers’ questions. You can answer your buyers’ questions by writing blog posts. You probably get asked the same questions over and over again. Well, write a blog post about it! Then showcase your talents through case studies and portfolio pieces. You can also reach out to the giants like WordPress or WP Engine to see if they have any marketing collateral you might be able to use. They’ll have written white papers that are available to download and use. Check it out!

Engagement

Engagement is the fun part! It’s actively talking to your prospect and funneling them down the sales funnel. There are different stages in engagement and it’s important to know the essentials (my own terminology) of each stage:

  1. Requirement: What is the requirement for a prospect to be in or get into this particular stage?
  2. Purpose: What is the purpose of this stage? Or what am I trying to accomplish with this stage?
  3. Team Member: Who am I using in this stage? Is it just me or should I bring another team member in? If you are a freelancer, then what hat (cap) am I wearing?
  4. Resources: What collateral should I use for this stage? What’s appropriate?

Then you’ll want to grid out each essential for each stage. See below:

The stages of the buying process and their essentials
The essentials of each stage of the buying process

Closing

How do you close on a continual basis successfully? That is a phenomenal question. One that I do not have an answer to! But I will say this — it revolves around value! I look at 3 different areas of value.

  1. Value Relevancy: Is the prospect’s challenge relevant to what I do? In other words, am I the right person to solve this prospect’s challenge? If not, refer them to someone who is. Do NOT chase a client who’s project isn’t relevant to what you do! Please!
  2. Value Perception: This is a really important thing to learn about, value perception. Understand what the prospect’s perceived value is. Ask questions like “have you ever done a project like this one for your company?” and really try to understand what they perceive your value to be. Because, make no mistake, the perception is the reality. If someone values your skill set to be below what it actually is, then that’ll make for a frustrating partnership and project. If someone comes to you with a budget of $15k, and you know it’ll only take you $5k to do, their perceived value of that project is already $15k. You’re going to need to educate your prospects and sometimes that can be really hard to do. Learn value perception and how big a role it can play in the sales process.
  3. Value Diagnosis: Focus on your prospect and what they need. Make them a collaborative partner. Remember, it’s about the observable symptoms of problems and how they can be solved within the parameters of the solution. Encourage things like ownership and have a mutual self-respect/mutual self-esteem with your prospect. This can ultimately make you stand out from the competition.

Post-Sales

Once you close business, you then become a client advocate. You need to do a proper handoff with your new client and the Project Manager. If you are a freelancer, then it’s time to switch roles and become that PM. Make sure you explain what’s going to take place over the next month or two, or 7! Make sure your client understands the role and responsibilities they have. And finally, check in with your new client after the project is in full swing. Ask them about the sales process, what did they like or dislike? Ask them if they’d recommend anyone for your services. Keep in touch and become that client advocate — it will lead to more business.

Quick Tips

In sales there are very few things that are within our control. These are the things you’ll want to keep in check:

  1. Listening: They say great salesmen listen 70% of the time and talk 30% of the time. That is not the case for me, I talk a lot more than that. I wish I could talk less, hehe! I don’t care how much you talk, but when you’re listening, make sure to actually listen. Respond with good feedback and answers.
  2. Time: If you are not a wealthy person, time is your next greatest commodity, spend it wisely!
  3. Attitude: The best sales people are the ones who can dust themselves off from a loss and go after the next deal with the same gusto and rigor as they did the very first deal they ever went after! People can hear when you are not smiling over the phone, believe me, they can!

Recap

The sales team and the marketing team work together. The sales process consists of Pre-sales, Engagement, and Post-sales. And doing all this will eventually lead to closing more business and drinking more coffee.

Recap of the overall presentation represented as a triangle
The team coupled with the process will lead to more business!!!

You can check out my slides here – Coffee’s For Closers (but only if you have an established sales process).

Or watch my talk here!! I’ll be sure to post the talk from WordCamp Miami!