Thursday, December 30, 2010

From Chaos to Control: How to Be Resilient to Workplace Stress

From Chaos to Control: How to Be Resilient to Workplace Stress

Price: $149
Overview
It’s not the actual work you do for your job that is stressful.

What is usually most stressful is the bombardment of pressures that are unavoidable and beyond your control, such as excessive workload, a difficult boss or colleague, repeated adaptation to restructuring, budget cuts, and so forth.

Some people are finding it harder than ever to deal with the challenges at work, while others are sailing through with ease. The #1 factor that determines how well you perform under stress is your ability to cope with the stress—not specific job conditions or the amount of pressure you face.

You experience stress to the degree that the challenges you face seem out of your control.

Resilience refers to your ability to handle and rise above the multiple stresses in the workplace, by controlling what you CAN control. With the right toolkit, you can develop resilience quickly.

How can you manage yourself so you can stay focused, confident, and calm despite these everyday stresses? How can you manage yourself to affect positively those around you and protect yourself from the negative impact of others stress? How can you take control of politics or workload issues to lessen the friction and overwhelm?

Attend this Webinar to discover tools to combat the pressure cooker!
Schedule Date Time

January 18, 2011 3:00pm - 4:30pm EST


What You Will Learn
The bottom line is that your ability to manage stress can make the difference between your success or failure at work.

In this Webinar you’ll learn the effects of stress on your brain, body, and behavior as well as a repertoire of techniques to maintain core strength under stress. You’ll walk away with specific strategies to prevent some of the sources of stress as well as strategies you can use to:
Take control of political situations that cause worry about how you are perceived
Keep your internal mental messaging motivated, positive, and creative and bypass fear and negativity
Insulate yourself and your team from workload excesses and shifting priorities
Energize yourself when worn down and achieve calm when overwhelmed
Remain poised and dont respond emotionally - to turn politics in your favor
Reverse or greatly diminish physical symptoms related to stress
Sleep well through the night and get back to sleep soon if you awaken

You can stop being drained by a difficult boss or direct report and inoculate yourself from the negativity of others! Here’s your chance to learn how to lower your stress and take charge of your personal and professional life… so register online now!


http://www.amanet.org/training/webcasts/From-Chaos-to-Control-How-to-Be-Resilient-to-Workplace-Stress.aspx?pcode=EAA&wm_tag=email&spMailingID=3276675&spUserID=MjIwMzkxMzQzNDkS1&spJobID=102692301&spReportId=MTAyNjkyMzAxS0

Goals Get You Going by Les Brown

Goals Get You Going by Les Brown

Goals give you a purpose for taking life on. People who live without goals have no purpose and it is obvious even in their body language. They are on permanent idle, they slouch, they list from side to side. Their conversations dawdle. They telephone you: “Hey, I'm just calling. I wasn't doing anything, so I thought I'd call you.” Well, don't call ME. I'VE got things to do.

Many people just muddle through life. They don't read informational material, they don't even pay attention when they WATCH television. If you ask them what they are watching, they mumblemouth, “Nothin', I'm just lookin'.”

What are your goals for your career? For your relationships? For your spiritual life? Develop a schedule for the next month, the next six months, the next year, five years and ten years. Write it all out.

Let's take one of the most common goals: You want to make more money. If that is your goal, then take some practical steps toward realizing it.

First, determine specifically how much money you want to make. Then, double that amount and make THAT your goal. Even if you don't reach the higher amount, you will probably still find yourself making more than your original goal.

Second, decide the amount of energy you are willing to expend to reach your goal. How many hours are you willing to work a day? How many jobs are you willing to hold down? What sort of work are you willing to do?

A third step in this process is to develop a practical plan of action and get started immediately. Chart out where you want to be in relation to your goal in the next month, six months, one year, five years and ten years. Get started today. Go apply for that second job NOW! Go enroll in that career training program NOW! Ask for that raise NOW!

And finally, make sure that you have all of this written down so that you can review it every morning and every night and envision yourself taking these steps, DOING THEM and SUCCEEDING!


http://www.yoursuccessstore.com/index.php?main_page=page&id=1510&utm_source=ya-12_29_10&utm_medium=email&utm_content=articlebutton&utm_campaign=ezines

Quick! Do This Today to Live Your Best 2011

Quick! Do This Today to Live Your Best 2011

By Robert Pagliarini

Dear Robert,

Well, you had quite a 2011! I guess I’ll start by discussing some of the New Year’s resolutions and goals I achieved in 2011 for which I’m most proud. First, I’m thrilled I was able to launch Richer Life Insights in January and am amazed that it exceeded even my inflated expectations. The response from members proved there really was a desire for a positive, life changing and life affirming, goal achievement community. The greatest source of happiness in 2011 was my family and my little girl. I’ll never forget the look on her face as she peered over the edge of the Grand Canyon for the first time. And I definitely can’t forget about . . .

This is a letter I’m writing to myself at the end of 2010 reflecting on all of the amazing things that happened in 2011. As you can see, I had a pretty good 2011! Of course, none of these things have happened yet, but I’ve already lived each of them in my mind.

Before you think about setting New Year’s resolutions or planning your 2011, I suggest you imagine it first. But take off your thinking cap for a moment because this is not an exercise to determine what is most likely to happen, but instead, it’s an exercise to imagine what could happen. There’s a subtle but profound difference between thinking “This is my life” versus “This is my life today.” It takes little mental effort to imagine a future one year from today that is the same as your present reality. Your goal is to fantasize and dream about what could be, not what is.

Imagine it is December 28th, 2011. Write a letter discussing what you have achieved and experienced in 2011. Use these questions as a starting point:
What did you do in your career that took it to the next level?
Did you brush up on some old skills or learn new ones?
What’s the one thing you’ve talked about doing for years but finally did it in 2011?
Did you move? If so, where? What does it look like?
What trips did you go on? What did you see and experience?
What kind of friend were you in 2011?
How did you show your loved ones that you care about them?
What special things did you do with your spouse/kids?
What did you create in 2011?
How did you invest the other 8 hours?
What new hobby did you take up?
What about your health? Was 2011 the year you committed to regular exercise and better nutrition?
How did your community and/or the world benefit from your efforts?
Who did you inspire? How?

It’s one thing to simply write a laundry list of accomplishments, but for this to be most effective, you need to add emotion. So what that you lost 15 pounds and ran your first 10k? Write how it made you feel to cross the finish line or to step on the scale and to see all of your hard work pay off. Remember, write this letter to yourself as if you experienced it. Imagine it and then write about the memories — the sounds, thoughts, and feelings of each moment.

Contrary to popular opinion (and several best-selling books!), just fantasizing about a better future won’t make it a reality, but it’s hard to achieve if you don’t first believe. By dreaming about a better life, imagining it in detail, and then writing about it, you will know exactly what inspires you and what you need to do to make 2011 even better than you’ve imagined.


http://moneywatch.bnet.com/career-advice/blog/other-8-hours/quick-do-this-today-to-live-your-best-2011/1895/

4 Steps to Becoming a Multi-Tasking Master

4 Steps to Becoming a Multi-Tasking Master

By Robert Pagliarini | Oct 12, 2010 |


No doubt you’ve heard the research that “proves” multitasking is counterproductive, but I disagree. There is bad multitasking and there is good multitasking. The trick is to learn how to multitask the right way.

Traditional multitasking doesn’t work because it involves two or more activities competing for the same resources. A typical multi-tasker may try to listen to voicemail while reading a report, talk to a friend while writing an email, read the morning newspaper while talking to their spouse, or play a board game with their kids while watching the evening news. The problem with all of these is that these tasks are competing for the same limited resources.

Fortunately, there is a smarter way to multitask. In psychology, chunking is a strategy for making more efficient use of memory. For example, trying to remember “IMAT TRA CTE DTOF UR RYSH EEP” would take forever and you’d forget it tomorrow. But you could instantly remember “I’m attracted to furry sheep.” Why? Even though the order of letters hasn’t changed, grouping them differently produces a much different result. Psych people call this chunking (the grouping part, not the attraction to sheep).

For our purposes, chunking is a strategy for making more efficient use of your time and schedule. Chunking allows you to get more done by grouping multiple tasks together. So, how does chunking avoid the pitfalls of traditional multitasking? The trick is to choose two tasks that don’t compete for the same resources by combining a mental task with a physical task.
4 Steps to Becoming a Multi-tasking Master
List dead time activities. Dead time is not time when you have nothing planned, but is time spent doing a brainless activity that feels like a waste of time. No matter who you are or how productive you think you might be, we all have some dead time throughout our day. Examples include brushing your teeth, getting dressed, standing in line, sweeping the floor, driving, sitting in waiting rooms, working out, cooking, doing the laundry, jogging, vacuuming, doing the dishes, etc.Think about an average day and list all of the areas of dead time you find. Look for pockets of dead time that are predictable and recurring. Write them down as you think of them.
Brainstorm the positive activities you want to do more often. Step 1 had you list dead time activities, but improving your life is all about doing the things you’re not currently doing but that you want to do. If time weren’t an issue, what activities would you do? Maybe you’d read every John Grisham novel or more articles in your industry’s journal. Maybe you’d hand-write letters to your top clients or to family or call each of your friends once a week. If you’re having trouble coming up with a good list, think of those things you enjoy and/or that will get you closer to reaching your goals.
Determine if the activities require your head or your body? Mark the activities in step 1 and step 2 as either “head” or “body.” In other words, does the activity require you to think (head) or be physical (body)? Head examples include attending church, watching TV, memorizing new vocabulary, reading, listening to an audio program, etc. Body examples include lifting weights, washing a car, cooking, driving, doing laundry, jogging, showering, flying, commuting (i.e., subway, bus), working on the lawn, walking, doing dishes, etc.
Make the connection. Look for opportunities to combine a head activity with a body activity. For example, you could listen to the Portuguese audio program while you stretch, memorize 10 new words by posting them in the shower and near the kitchen sink, walk while calling your friends, listen to The Grapes of Wrath while driving into work, etc.

Unless your father is your mother’s cousin, most people have only one head and one body. For chunking to work, you must combine just one head activity with just one body activity. For example, at my church, you can take a hike on a trail with a preacher while he gives a bible study. A friend makes all of her calls while on a StairMaster. What about you? What can you chunk?

Want to make more money, learn how to start a business, or how to create your best life? You can download several free resources (assessment, poster, audio interview, video, and more) at www.other8hours.com.


http://moneywatch.bnet.com/career-advice/blog/other-8-hours/4-steps-to-becoming-a-multi-tasking-master/1707/?tag=active-mw#comments

Why You’re Not Reaching Your Goals (And What to Do About It)

Why You’re Not Reaching Your Goals (And What to Do About It)

By Robert Pagliarini | Nov 16, 2010 |


What’s a million dollar idea worth? Not much. Unlike most things, the value of an idea is not inherent to the idea, but is a function of the owner of the idea. A cello in my hands is worth very little, but a cello in Yo-Yo Ma’s hands is worth millions. Why is that? You might remember from 7th grade science class that potential energy is an object’s built up or stored energy while an object’s kinetic energy is the energy it has as a result of its movement. Your idea, goal, wish, hope, or aspiration has potential energy. Your ability to convert an idea’s potential energy into kinetic energy determines its value. Your job is to convert your desire to start a business, lose weight, learn Japanese, make more money, or get a job into income producing, joy bringing, life affirming kinetic energy.

I want you to write this down and stick it to the fridge, on your dashboard, and in your bathroom. The formula for achieving anything is blindingly simple:

THINK + START + FINISH = ACHIEVEMENT

THINK. The first stage is to THINK. What do you want to achieve? What are your goals? What’s that one thing you’ve been dreaming of doing for years? All great things start with an idea. Whether you know it or not, you have ideas, goals, and dreams that are coiled up just waiting to be discovered. It’s been said Americans spend more time planning their summer vacation than they do planning their retirement. My guess is we spend more time going to the bathroom each day than we spend each month focused on our goals/future.

Nothing is achieved without first a thought, a spark, a mental itch. Even if you feel stuck or have no idea what you want from life, your job is to THINK for just a few minutes a day. Warning: coming up with ideas and goals is a lot of fun, but because it’s easy and takes little effort, this is where most people stop. To achieve, you can’t stop here, you must…

START. Ideas and goals are powerful because they create potential energy. In order to unleash this potential energy into movement, you must START. This is a critical step because it requires action in order to turn the ethereal into the tangible. If your goal is to start a business, at some point you need to get out of your head and take action. Once you’ve designed your exercise program, you need to dust off your sneakers and START. If you’ve determined the best way to make more money is by going back to school, you need to START by registering and attending class.

The START stage is exciting because the release of potential energy into action can be euphoric. For the first time in maybe a long time you may feel a sense of direction and accomplishment, but as important as it is to START, it’s not enough. In order to reach your goals, you must…

FINISH. This is where champions are made, goals are reached, and lives are enriched. Having the idea to write a book is inspiring. Sitting down at the computer and cranking out a few pages is encouraging. But only actually holding a completed manuscript in your hands is fulfilling. When you FINISH you’ve fully converted an idea’s potential energy into kinetic energy.

Most people START, but few FINISH. Roy Johnson, editor of Men’s Fitness, is passionate about finishing. He told me “Anyone can be a starter. You want to be a finisher.” A finisher separates the winners from the wanters.

Not convinced? If you trace back all of your proudest accomplishments, you’ll find they all started with a thought, which lead to action, which lead to achievement. Want to be a dreamer? THINK. Want to be a doer? START. Want to be an achiever? FINISH.

(Beach image by hazytadpole, CC 2.0)

Want to make more money, learn how to start a business, or how to create your best life? You can download several free resources (assessment, poster, audio interview, video, and more) at www.other8hours.com.


http://moneywatch.bnet.com/career-advice/blog/other-8-hours/why-youre-not-reaching-your-goals-and-what-to-do-about-it/1794/

Success

An Inspirational Poem
Success
by William Arthur Ward

Success is more than arriving - it is also attempting; more than realizing -it is also reaching.
Happiness comes not from having much to live on but having much to live for.
Success never resides in the world of weak wishes, but in the palace of purposeful plans and prayerful persistence.
Pessimism achieves no success over persistence.
Temporary defeat never spells total failure; one victory never assures permanent success.
A real success is one who makes his mark in life without smearing others.
Excellence without effort is as futile as progress without preparation
Work can be our friend or foe, or joy or our woe.
Success, like happiness, is more than a destination - it is a venture; more than an achievement - it is an attitude.
The greatest failure is the failure to try.
Alter your attitude and you will change your life.
Who seeks success, let him prepare.
Improvement is the son of discontent; success is the offspring of preparation.
To emphasize the positive - the affirmative - is to travel the high road of joy.

Monday, December 27, 2010

Defining 5-Star Service

Defining 5-Star Service

Posted by Becky Carroll on June 11th, 2008

I recently conducted a customer service workshop for a high-end salon and spa. We discussed the importance of 5-Star Service in a tough economy. But what does 5-Star Service really mean? In order to give that level of service, it is important to understand what customers think it means.

I did a poll via LinkedIn, Twitter, and my blog so I could review the breadth of viewpoints on this subject. I would like to share some of those responses with you for today’s post.
Impeccable customer service.

Helpful staff at your beck and call.

An Unparalleled Experience that you feel good about, even entertained with, and you find value in the service or product rendered.


(In the restaurant industry) Top-notch servers don’t just respond to what you asked for. They unobtrusively understand you on an intimate level, and they adapt their service to reflect that understanding so that it seems at times that they are reading our minds.


1 star for making you feel special [personal attention]
1 star for resolving any issues immediately
1 star for genuine friendliness, smiles and personality
1 star for getting your money’s worth
1 star for rewarding your customer loyalty


I believe it is to go above and beyond what the most finicky person might expect. It is to know your client well enough to anticipate their needs and deliver before they have the chance to ask. Every individual is different, therefore everyone’s expectations are different. When giving such a high quality of service, you have to anticipate them all. Always deliver the unexpected.


The fundamental key in providing the best service is the ability to read the guest accurately. You can solve all the problems, offer everything possible, be personable and attentive, but some patrons will not like you because they found you bothersome and in their space.


Here is a scale for service:

5 – Delighted, Amazed, Extraordinary, “Walks on Water” etc.
4 – Very satisfied, Above Average, Exceeded Expectations, etc.
3 – Average, Fair, “The Usual”, Satisfied, Expected, etc.
2 – Below average, Poor, Dissatisfied, etc.
1 – Extremely displeasurable, Hurtful, Harmful, Bad, “The Pits!” “Etc.”

Also, in “The Loyalty Factor” and in research at Harvard, only reaching Extraordinary developed loyalty and an increase in profits. Only at or near 5.0 did customers become loyal and even advocates … impacting profits 25% to 90%. Referrals, repeat sales, and more sales from the same customers grew wonderfully at 5-Star locations/organizations.
The most important thing to remember is you have to understand the guest so that you can serve them. You have to recognize their need, be attentive to what they say, and note how they act toward you so you can provide an appropriate response.


Trying to give to one’s clients a meaningful experience and not just a product. It’s about being special.


Five Star Service…

1) Treats me (the customer) as a human being, and not just as a number (reservation)
2) Anticipates my needs and have them available for me – for example, printing of boarding passes in the Hilton lobby falls into this category, electronically sending my prescription to the pharmacy of my choice so that I don’t have to wait when I get there. Sometimes surprises me by giving me an upgrade – nicer room, business class seat etc. without me asking for it at all.
3) Fixes problems without any fuss that occur even though I maybe at fault – for example, I may have to cancel my trip because of unforeseen reason and even though the hotel (or a doctor’s office for that matter) has a 24 hour cancellation policy, they waive it understanding why I am unable to make the trip – trust/impress me once and I will return the favor next time – I am not trying to fleece you.
4) Remembers me once I have told you my preferences – king size bed, non smoking, room not near the elevator, aisle seat, frequent flyer numbers etc. – without asking me for this information all the time.
5) Provides what was promised. For example, dry cleaning ready when promised, car ready for pickup as promised, flights on time, contractor showing up on time – or if things go wrong – call me instead of me calling you. Things happen, but keep me in the loop, provide me options, show me you care about me.


Pick the things you would expect, then show me not only their flawless delivery, but surprise me with one thing you might not expect.


1) Exceed your customer’s expectations — BIG TIME! 2) If your procedures do not meet the needs of your customers, CHANGE YOUR PROCEDURES!


To earn 5 stars, you have to be pro-active, not re-active. No matter what the situation, remain calm, collected, and keep a professional demeanor.


Doing everything possible to delight the customer.


Personalized (but non-intrusive) customer service with extra attention to the smallest of details, continuously served straight from the heart (genuine).


Per Scott Ginsberg, “All the policies, processes and tactics won’t mean a hill of beans if those in any kind of customer contact position aren’t *approachable.”


An important thing to remember for any company is that “5-Star Service” is not limited to luxury or high cost goods.It is similar to great speakers:
1. Illustrate/Tell your clients and prospects what they can expect from you.
2. Deliver at or ABOVE what you have promised.
3. Report back to your client how you delivered.An addition to this as “3a” would be to ask/survey your client to see if their perception of your service is the same as yours. Use that feedback as a teaching tool for future relationships.




This one is my favorite, as every customer/client/member/donor/patient is different:








Client service excellence, just as with beauty, is in the eye of the beholder. For that reason, 5-star service is more of a frame of mind aimed at the individual than a goal for the masses. It’s not about being all things to all people; it is about being specific things to specific people.

In order to really deliver 5-Star Service to our customers, whether business or consumer, we need to understand them first. What are their expectations? What is their perspective, based on where they are today? What would make this interaction perfect for them? Whenever we take the customer’s viewpoint, we are that much closer to success in building up that customer’s relationship – and ultimately their loyalty and positive word of mouth.

Who gives 5-Star Service?

I also had several suggestions of companies who deliver 5-Star Service:

Ritz Carlton

Singapore Airlines

The Inn at Little Washington

Concorde

Burj-Al-Arab Hotel

Oberoi Udaivilas

Many thanks to everyone who contributed to this exercise.

There were answers from people with various backgrounds and from all around the world – even Santa! I loved the different perspectives – because customers all have different perspectives. Please join in the discussion!

Creating Exceptional Customer Service - 7 Critical Success Factors

Creating Exceptional Customer Service - 7 Critical Success Factors
By Bill Hogg

Employees report that one of the key factors they are engaged in their organization is predicated on how well the organization treats their customers. So treating your customers well will also have a corresponding positive impact on your employees.

Here are 7 critical success factors to providing exceptional customer service.

1. Timeliness: Customers want their questions answered quickly and their problem resolved in a timely manner. Be specific about when something will happen and then make sure it happens.

2. Attitude: Attitude is everything. When customers are treated with respect, courtesy and professionalism they are most receptive to having a satisfactory outcome.

3. Empathy: Having empathy to their situation will usually calm down the most irate customer. Always treat others how we ourselves would like to be treated.

4. Ownership: Take responsibility for the situation. Even if you cannot fix things yourself, make sure the customer doesn't get bounced around trying to find the right person to help them.

5. Active Listening: Listen first, act second. Only when a customer feels that you have heard what their situation is will they have confidence that you will provide the correct solution. Plus, sometimes we inadvertently leap to an incorrect conclusion on the best solution before we have all the information. This leads to frustrated customers and repeat calls.

6. Expertise: Be knowledgeable about your product or service. If you don't know the answer -- say so, and then quickly get the information from someone who does. Don't simply pass the customer on to someone else without an introduction.

7. Dependability: When you say you are going to do something, do it. Never leave it up to the customer to follow up. Even if you don't have a solution, don't leave the customer hanging with time lines like 'as soon as possible'. Make a commitment to respond, then respond -- even if it is to say 'we are still working on it'. Let the customer know what is being done.

Bonus:

Follow up: People remember when someone follows up to make sure everything is OK. Many organizations miss this opportunity to turn customers into fans!

The secret to great customer service is not having a perfect product or service -- it is resolving each situation to the complete satisfaction of the customer. No one expects perfection -- they just want it fixed right and in a timely manner.

If you employ these key success factors, you will build trust and confidence with your customers. And in return, they will give you another opportunity to earn their business.
Bill's passion is improving business results by working with leadership teams to change employee behaviours. He does this by equipping leaders with the principles, processes and tools to cultivate and influence an engaged customer-focused culture that recognizes improved performance and productivity. As well, he is a dynamic, results-oriented speaker on the importance of a customer-focused culture, either as a guest speaker or acting as a facilitator of a group discussion/workshop.

For additional information on consulting or speaking opportunities please visit online at http://www.billhogg.ca or bill@billhogg.ca.


http://ezinearticles.com/?Creating-Exceptional-Customer-Service---7-Critical-Success-Factors&id=1847594

Sunday, December 26, 2010

Teach us to value most eternal things.

Teach us to value most eternal things.
To find the happiness that giving brings...
To know the peace of misty, distant hills.
To know the joy that giving self fulfils.
To realize anew this Christmas Day.
The things we keep are those we give away.

~Marvin Davis Winsett ("A Christmas Prayer")

AsAManThinketh

The limit of your present understanding is not the limit of your possibilities.
~ Guy Finley

Thursday, December 09, 2010

Sales Superstar Secret #1: Be in the right place at the right time.

Sales Superstar Secret #1: Be in the right place at the right time.

Sep 13th


Markets are dynamic systems that create the energy required to fuel change. When you harness this energy, you can use the forces of evolution to drive market adoption of your technology.

The ability to find the sources of market energy – emerging business strategies, increasing frustration with the limitations of legacy approaches, increasing desire for what your technology enables – is one of the things that distinguishes exceptional sales people. They know they can’t generate enough momentum on their own to sell an emerging technology, so they channel the energy caused by market change and use it to energize the sales process.

Top sales performers pay attention to the market. They are the first people to see the link between the new technology and emerging business strategies. So they are also the first to bring these new ideas and opportunities to their customers. First they sell the vision. Then they follow up on their early successes by subtly transforming their message in response to the evolving buying preferences of the maturing market. They know how to apply technology adoption theory to help them find the early adopters, build market acceptance of their technology and cash in the fabulous opportunities caused by the geometric growth rates that drive technology markets. They know how to be in the right place at the right time.

Wondering if a lack of market knowledge is getting in the way of your sales success? Find out tomorrow by answering a few simple questions…

Want to get a jump on things? Check out Sell Results: What Every Technology Salesperson Needs to Know

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Sales Superstar Secret #2: Use logic to build emotional commitment.

In theory technology purchases are governed by a rational decision making process that includes technical evaluations, risk analysis and professional negotiating. In reality, most technology investments are made because someone on the customer’s executive team believes that the new technology will give them with a competitive edge. The ability to create that belief is a core competency of the exceptional sales person.

Most technology sales people sell functionality – what the technology does. The exceptional high tech sales person sells value –the results the technology enables. Value links the technology solution to the customer’s business success. It shows them how they will achieve their strategic business goals faster, better and cheaper. It links the technology decision to more important decisions that have already been made. It is the leap of faith customers must take before they will buy.

Building value selling strategies is a logical process. It links the customer’s business strategies to the unique functionality of the technology solution in a way that compels the customer to buy. It creates a logic chain between what is happening in the market, the customer’s business strategies, their technology needs and operational issues, the technology’s features and benefits and the economic value of the solution. The logic of this thought process satisfies the customer’s rational needs; the value that is built by the process creates an emotional desire for the results the technology enables. You need both logic and emotion to close the sale.

Would a better understanding of how to sell value supercharge your sales success? Find out tomorrow by answering a few simple questions…

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Sales Superstar Secret #3: Sell business results to the executive.

Solutions transform technology products and services into business performance. Customers buy solutions because solutions deliver strategic results – increased sales, improved productivity, competitive advantage, increased customer satisfaction, etc. Solutions create value, products don’t.

Selling a technology-enabled business solution is a complex sale. Since the solution impacts many aspects of the customer’s business, everyone wants to be part of the decision making process. This means that many of the people you have to convince, including the economic decision maker, are most likely not technologists. And they have a lot to learn before they can make a good decision.

Responsibility for the success of a core business strategy is rarely confined in one department. Furthermore, it is never the responsibility of the CIO. Most technology salespeople let the IT department reduce them to the role of vendor. Great technology salespeople are masters of selling outside of the IT department to the people who count. They become the CXO’s coach. They change the rules of the game.

Solutions selling is basically a process for managing the customer’s learning process, with special attention paid to how the buying decision is made. It is your job to teach the right people what they need to know so they can confidently make a decision to buy your solution. This means figuring out who counts in the decision; what they need to learn about the solution, and the best way to manage their learning process.

In every account and for every solution, this solutions selling process is implemented slightly differently. No two accounts are ever exactly the same. Using a process helps you organize account and solutions-specific information into your sales strategy, so you do a better job at positioning your solution within the context of what is important to customer.

Would a better understanding of how to sell solutions supercharge your sales success? Find out tomorrow by answering a few simple questions…

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Sales Superstar Secret #4: Use competitive energy to build value.

A competitive sale is supercharged with energy. Many more people are investing resources, time and ideas into the decision-making process than in a non-competitive situation. It is hard for a sale to get stalled when several aggressive salespeople are doing whatever it takes to motivate the customer to make a choice.

The average sales person tries to avoid competition. The exceptional sales person seeks it out. They encourage their customers to consider all options carefully, so the customer will feel more comfortable making their decision. They know how to use the unique aspects of their solution to differentiate themselves and build the customer’s perception of the value.

Master salespeople are aggressive and subtle competitors. They use non-confrontational suggestions to lay competitive traps that entice the customer into asking competitors embarrassing questions. They create competitive issues, so they get a chance to showcase the superiority of their solution. They build personal credibility by inviting competitive comparison. They know how to play the competitive game.

Would a better understanding of how to compete strategically supercharge your sales success? Find out tomorrow by answering a few simple questions…

Want to get a jump on things? Check out Sell Results: What Every Technology Salesperson Needs to Know

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Sales Superstar Secret #5: Find the executive who cares.

Prospecting is the process for finding and attracting the attention of the people who are most likely to buy your technology solution, NOW!

Prospecting is usually the most unproductive step of the sales cycle. Because most sales people don’t have the information they need about the market, buying process and business potential of the technology applications, they tend to prospect randomly. They generate lots of vague interest and expect to lose a lot of prospects over the course of the sales cycle.

Sales superstars do the opposite. They apply their knowledge about the market, the technology’s value proposition and solutions selling to find and approach high potential accounts in a way that builds strategic advantage. They apply technology adoption theory to find the customers who are ready to buy. Then they approach them with personalized value propositions that directly link their technology to the customer’s business success.

Furthermore exceptional sales people map their account development strategy before they approach the account. They find the business executive responsible for the success of the business strategy and approach him directly. After they win him over, they borrow his political power to penetrate the account. So often they are selling several levels higher in the organization than their competitors, who have approached the account through the IT department.

Would a better understanding of how to prospect for energy supercharge your sales success? Find out tomorrow by answering a few simple questions…

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Sales Superstar Secret #6: Focus on the best opportunities.

Exceptional sales people are excellent qualifiers. They ruthlessly evaluate the customer’s intention as quickly as possible. They take a hard look of how applicable their technology is to the customer’s situation. If they can’t build extraordinary value they walk, because they know they can find better opportunities elsewhere. They are only looking for win-win deals.

Effective qualification is the key to sales productivity. There are only so many deals you can sell profitably. The average sales person makes the mistake of trying to sell too many deals at once, so he doesn’t have the time or resources to focus on the best ones.

Exceptional sales people use the qualification process to find the highest potential deals. They look for opportunities where they have a unique competitive advantage, so they can easily outsell the competition. They test their ability to negotiate with the customer to verify their willingness to collaborate. They estimate the potential ROI of the investment to determine how much value they will be able to build. They goes beyond the traditional qualifiers of time, problem and budget to evaluate the intangibles that drive the customer’s sense of urgency and value.

Once this information is gathered and evaluated, the exceptional sales person will make a conscious decision whether or not to invest the time and energy required to develop the account. They focus their energy. Consequently they win much more often than the sales people who spread themselves too thin. Average salespeople tend to let opportunity drive their behavior. Exceptional salespeople drive the opportunity.

Would a better understanding of how to qualify potential supercharge your sales success? Find out tomorrow by answering a few simple questions…

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Sales Superstar Secret #7: Discover value to sell solutions.

Once the exceptional sales person has committed his team to developing an opportunity, he dedicates his resources to selling the entire solution. This means a much more rigorous discovery process than the average sale. He will galvanize both his and the customer’s team into a collaborative search for the best solution. He engages the customer in the solutions building process to such an extent that by the end the customer will come to believe that it is the only viable option. They uncover issues and solve problems. They escalate issues to upper management. By doing so they increase their control over the buying process they need to negotiate a fair price, ensure a successful implementation, and close the deal.

Discovery is conducted through a series of conversations. During these conversations the exceptional salesperson asks compelling questions that build the customer’s perception of value. Each question has a purpose – to build the customer’s awareness, to solve problems, to raise pain, to set a competitive trap, etc. The exceptional sales person knows how to build questioning scripts that increase the customer’s sense of urgency and commitment. He knows the right questions to ask.

Would a better understanding of how to discover value and build solutions supercharge your sales success? Find out tomorrow by answering a few simple questions…

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Sales Superstar Secret #8: Take control of the account.

Are you losing more deals than you are winning?
The proposal organizes the competitive battle. It clearly positions your unique value proposition, which implies that competitive weakness of the competition. Your proposal defines how you want the customer to make their decision. A good proposal helps you win more deals.

Sales superstars use the proposal process to increase their control over the customer’s buying process. Average sales people write proposals too early in the sales process. The customer asks for a proposal and they deliver one. This gives the customer license to negotiate additional services for the same price, let competitors drive the evaluation and the power to say no.

Exceptional salespeople never deliver a proposal until they completely understand the customer’s needs and the scope of the solution. They understand how submitting a proposal changes the dynamics of the sale and use it to their advantage. They break the proposal process down into a series of events designed to win strategic, functional approvals and build sales momentum. During the proposal phase of the sales momentum, the sale intensifies – buyers focus on what could go wrong; competitors fight dirty, politics run rampart. The sales superstar knows how to take control of this emotionally charged environment and lead the customer through the closing process, so they win the deal.

Would a better understanding of how to write effective proposals supercharge your sales success? Read tomorrow’s blog and learn about how you can personally benefit from proposing value. Or better yet, click here for an overview of how use the proposal to take control of the account.

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Sales Superstar Secret #9: Create momentum and negotiate success.

Exceptional salespeople are great closers. Most sales people aren’t effective negotiators because they are too willing to do whatever it takes to make the sale. They are so attuned to serving the customer that they let professional negotiators walk all over them. Sales superstars realize that negotiating is a game that they must win for their customer to succeed. So they play hard and fast. And they win.

Closing a deal is all about power. Sales superstars know how to use power – their own, their coach’s, their decision maker’s – to negotiate a win-win relationship. They don’t discount their price. They don’t let the customer cut corners in a way that will jeopardize the successful implementation of the solution. They know when to escalate issues to get them resolved. And they know when to walk away from an unprofitable deal.

Exceptional sales people take the initiative to plan and lead the negotiating process. Their intimate knowledge of the customer’s needs and how the technology works, enables them to scale the solution on the fly. They know what they can give up and what they can’t. And they have a back-up plan. The exceptional sales person’s deals are always successfully implemented. The customer is always satisfied, so they become loyal, repeat customers.

Would a better understanding of how to close fast supercharge your sales success? Find out tomorrow by answering a few simple questions…

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The Nine Secrets of Sales Superstars

The Nine Secrets of Sales Superstars

Harness market energy: Be in the right place at the right time
Learn how technology markets evolve and what information you need to find emerging opportunities, so you will be in the right place at the right time.

Build value: Use logic to build emotional commitment
Learn how to logically build the customers’ perception of value by showing them how your technology enables their business strategies, so you can logically build the customers emotional commitment to your solution.

Sell solutions: Sell business results to the executive
Learn how to sell business results to the executive, so you have better control over the account and close deals faster.

Compete strategically: Use competitive energy to build value
Learn how to use competitive energy build the customer’s perception of value.

Prospect for energy: Find the executive who cares
Learn how to enter new accounts strategically and find the business executive who cares about the value of your solution, so you prospect more efficiently.

Qualify potential: Focus on the best opportunities
Learn how to use your understanding of value to qualify opportunities, so you focus on the best opportunities and improve your sales productivity.

Discover solutions: Build value and sell solutions
Learn how to use the needs analysis process to heighten the customers’ perception of value, collaboratively build solutions that work, eliminate competitors and create momentum, so you close more deals faster.

Propose value: Take control of the account
Learn how to use the customers’ buying process to build commitment to your solution, so you can gain control over the account.

Close fast: Create momentum and negotiate success
Learn how to create momentum and negotiate a successful deal for both you and your customer, so you build ongoing, profitable relationships with your customers.

Wednesday, December 08, 2010

9 Secrets of A Sales Superstar

Powerpoint presentation

Go to http://www.box.net/shared/dgvtend1dr

Tuesday, December 07, 2010

Do More of What Works and Less of What Doesn't

Do More of What Works and Less of What Doesn't
Written by Chuck Gallozzi

"Doctor, doctor, you've got to help me. Every time I bang my head against the wall, it hurts."

"Well, stop banging your head against the wall!"

Why do some people make life unnecessarily complex? It doesn't require a PhD to get the most enjoyment from life; all that's needed is a little common sense. If it hurts when you bang your head against the wall, stop banging it! If what you're doing causes physical or mental pain, stop doing it.

We come equipped with a built-in sensor called pain. Whenever we're experiencing it, it's telling us we're doing something wrong. Yet, rather than heed the warning, we often continue doing what's wrong and then complain about the pain. Does that make any sense? Of course not. What does make sense, however, is to do more of what works and less of what doesn't. Simple, isn't it? It's just a matter of doing what makes us feel proud and avoiding what makes us feel ashamed.

If it's so simple, why do so many of us end up regretting what we do and neglect to do? Here's a quick review of a handful of reasons why we keep banging our heads against the wall, despite the pain.

1. HABITS. Habits are automatic responses. We repeat them without thinking. Good habits are powerful friends. Bad habits can lead to ruination. So, resolve today to start replacing bad habits with good ones.

2. EMOTIONS (feelings). Emotions are like habits; they can act as an ally or an enemy. Emotions are what motivate us to act. And our actions will either lead to pleasant results or nasty consequences. So, it's important to become AWARE of our feelings and where they will lead us. In other words, we need to stop and think before we act.

3. BELIEFS. We are governed by our beliefs. If you believe you cannot do something, you cannot. If you believe you can, you can. Beliefs are in our subconscious. Most of them were implanted during our childhood and youth. You may consciously want to succeed, for example, but if you believe you are undeserving of success, your subconscious will see to it that you get what you deserve (failure).

The good news is we can do something about it. That is, we can reprogram our subconscious and change our beliefs. For an excellent manual on how to do so, see "The Genie Within: Your Subconscious Mind - How It Works and How To Use It" by Harry W Carpenter, Harry Carpenter Publishing, 2004. Also see http://www.thegeniewithin.net/Order.htm

Yes, this clear, carefully thought out, and easy to follow book will teach you how to use the power of your subconscious to work for you rather than against you. Make your subconscious serve you as your personal genie rather than a prison guard. To check whether this book is for you, read the free chapters of the book at http://www.thegeniewithin.net/Chapter1.htm.

A second way of eliminating negative beliefs is by RELEASING them, just letting them go. Sharon Marshall Cameron teaches you how in her book "Designing Your Heart's Desire," or at http://www.compumind.com/order/order.html. Sharon's method is called the Cameron Method. Another well known method of letting go of our troubles is the Sedona Method. You can learn it with this book "The Sedona Method: Your Key to Lasting Happiness, Success, Peace and Emotional Well-Being" by Hale Dwoskin, Sedona Press, 2007.

4. FEAR. Many allow themselves to become trapped by fear. It may be fear of the unknown, fear of failure, fear of success, fear of giving up pleasure for hard work, or other fears. The antidote to fear is to do the very thing we fear by living courageously. We need to constantly step out of our comfort zone. Fear is a wonderful emotion, for it is the price we pay to experience exhilaration and joy, which are the rewards for doing what we fear.

5. VICTIMHOOD. This is a pernicious state in which some people delude themselves into believing they are powerless to change. To comfort themselves, they blame life or others for their problems. The way out is to accept personal responsibility. The pain they're in is a signal that THEY are doing something wrong; they need to stop looking for excuses and start looking for solutions.

DOING WHAT WORKS

Let's move on by considering ten things that work all the time for all people. When followed, these ten principles will help everyone to succeed. Later, you can add to the list by including specific actions that work for you, but may not work for others.

1. TAKE ACTION. Life is about movement. We either march forward, backward, or in place. The secret of getting ahead is getting started. Yet, the most difficult part of any task is getting started. You may not feel like doing what needs to be done, but if you go ahead and do it anyway, resistance will fade and later be replaced by enthusiasm.

Occasionally you may feel stuck and unable to move. If so, don't accept inertia or allow it to overcome you. Rather, stimulate yourself to take action by asking a series of questions. Here are some examples: What do I want, to be powerful or powerless? Will doing what needs to be done make me powerful? Will avoiding what needs to be done make me weak? What do I CHOOSE to be, powerful or weak?

Also, you can ask yourself, "If I could eliminate my lethargy, what project would I start and what would be the first steps I would take?" After getting your answer, ignore your feelings of sluggishness and carry out the steps. Doing what needs to be done creates the energy to do it! First act, then energy, motivation, and enthusiasm will follow.

2. TAKE CARE OF YOURSELF. Paradoxically, we often neglect our two greatest possessions, which are TIME and HEALTH. All the riches in the world mean little if you are feeble and sick. Good health is the source of vitality and makes it possible to lead a fulfilling life. How can people in poor health cushion themselves from the storms of life? Without good health we become like rag dolls cast about in a hurricane.

Eat balanced meals and in moderation. Exercise regularly. And sleep 6~10 hours daily. As long as you awaken refreshed, you are getting enough sleep. Don't neglect your sleep as your body needs it for rejuvenation. As Jim Rohn says, "Take care of your body. It's the only place you have to live." Because of the mind-body connection, our mental health is equally vital. To care for it, feed your mind positive thoughts and bathe it in cheerfulness while maintaining a pleasant disposition. Remember, too, as the Irish proverb says, "No time for your health today, will result in no health for your time tomorrow."

3. MONITOR YOURSELF. How do you know you are making progress if you don't monitor your activities? Part of planning is taking the time to stop and evaluate how we are spending our time. Are we proceeding according to schedule? Have we prioritized our tasks and do we work on what's important first? Are we learning from our mistakes and the mistakes of others? Swimming champion and Olympic gold medal winner (1984), Geoffrey Gaberino passes on this tip, "The real contest is always between what you've done and what you're capable of doing. You measure yourself against yourself and nobody else."

4. DO YOUR BEST. Your strongest ally on the path to success is a good attitude. To make sure you have one, make Debbi Field's motto your own. Her motto is "Good enough never is." Refuse to accept 'good enough' when excellence is possible. Make your creed or purpose in life to always do your best.

Do you want to win recognition, admiration, and respect? The shortest path to winning respect is to respect yourself. That's exactly what you will do if you always try your best and make excellence your goal. Excellence means asking more of yourself than others ask of you. Here is what Og Mandino (1923~1996) has to say on the subject:

"One of the great undiscovered joys of life comes from doing everything one attempts to the best of one's ability. There is a special sense of satisfaction, a pride in surveying such a work, a work which is rounded, full, exact, complete in its parts, which the superficial person who leaves his or her work in a slovenly, slipshod, half-finished condition, can never know. It is this conscientious completeness which turns any work into art.
The smallest task, well done, becomes a miracle of achievement."

Can you see how those who do only what they are paid for cheat themselves? After all, to get the most out of life, you've got to get the best out of yourself. It is very easy to elevate ourselves. All we have to do is make a decision and commitment to do our best. To guide us on this path, Confucius (BCE 551~479) adds this advice, "When you see good qualities in a person, think of how to rise to that level. When you see bad qualities in a person, reflect inwards and examine your weak points."

5. FLEXIBILITY. Life is synonymous with change. Although we make plans and set target dates, things change. The unexpected happens. To survive in a changing world we need to be flexible and learn how to adapt. No matter how hard we try, we cannot stand in the same spot in a stream, for a different stream rushes by each moment. So it is with life, for the streams of time and change are rushing by. Those who are rigid and stubborn will be swept away by the tide of change, but those who are flexible and willing to adapt will be carried to success. Everett Dirksen (1896~1969) cleverly said, "I am a man of fixed and unbending principles, the first of which is to be flexible at all times."

6. BALANCE. We all play many roles: parent, sibling, child, friend, spouse, employee or employer, citizen. To spend too much time in one role means we neglect another, so we need to always be mindful of balance. As we play our various roles, we simultaneously pursue a variety of goals: family, relationships, career, finances, spirituality, health, recreation, personal development. Here too balance and prioritization are called for to avoid neglecting important areas of our life.

Our lives are filled with the need for balance, and the first step in achieving it is to become aware of this fact. Here are examples of other areas in which we can fine tune our lives with greater balance: a) getting what we want versus getting what we need, b) work versus play, c) open-mindedness versus gullibility (don't be so open-minded that your brains fall out), d) time spent with others and time spent alone (time alone with your thoughts is needed to review what's working and what's not), e) give and take in relationships (be sure to balance what people need from you with what you need for yourself), f) the fun of spending time with people you have lots in common with versus the learning opportunities that come from spending time with those who are completely unlike you, g) being humorous versus being serious, and h) acting logically and rationally versus being spontaneous and willing to follow your intuition.

So you see, there are many areas of our life that need balance, and Brian Tracy explains why, "Just as your car runs more smoothly and requires less energy to go faster and farther when the wheels are in perfect alignment, you perform better when your thoughts, feelings, emotions, goals, and values are in balance."

7. GETTING ALONG WITH OTHERS. What can be more important than getting along with others? For the quality of our life depends on the quality of our relationships. The keys to successful relationships include respect, admiration, support, laughter, gentleness, kindness, understanding, and forgiveness. One of the most valuable gifts we can give to others is acceptance. For when we accept them, we give them the freedom to be themselves.

In any relationship friction is bound to arise. Friction is not to be abhorred, but welcomed, for how else can we develop our humanity by practicing tolerance, patience, and understanding? Rather than criticizing, we can be forgiving; rather than giving a piece of our mind, we can give leeway, and rather than being disparaging, we can be encouraging.

8. TAKING RESPONSIBILITY. To take responsibility is to take power over your life; it is to act as your own advocate, and it's to take the helm of your destiny. When we shirk our responsibility by blaming events or others, we inadvertently give up our power to change.

We are not responsible for our emotions, which flare up spontaneously, but we are responsible for what we do about them. For example, if we find ourselves frequently getting angry, rather than giving in to it, we can choose to study anger management, thereby vastly improving our life.

Similarly, we are not responsible for the negative programming we picked up as a child, but once we reach adulthood, we are responsible for repairing the damage. Also, being responsible means being big enough to admit one's mistakes; simply put, if you mess up, 'fess up.

9. PERSISTENCE. Persistence and determination guarantee success because they represent the will to continue until the goal is reached. Persistence, which moves us forward, mustn't be confused with stubbornness or rigidness, which holds us back. For persistence is about what we WILL do and stubbornness about what we WON'T do.

The difference between success and failure has less to do with know-how than it does with know-when-to-quit, which is never. For as Confucius taught, "It does not matter how slowly you go, so long as you do not stop." Although those who fail attribute the success of others to 'good luck,' they don't realize that 'good fortune' is nothing more than determination to overcome misfortune.

Part of life deals with overcoming obstacles, and we do so with the tools of persistence and determination. Imagine what the world would have lost had Abraham Lincoln, Helen Keller, and Thomas Edison given up when faced with their 'insurmountable' problems. Imagine what you will lose if you choose to give up when faced with life's challenges.

Here's what American billionaire and co-founder of Amway, Richard M. DeVos, has to say about the value of persistence, "If I had to select one quality, one personal characteristic that I regard as being most highly correlated with success, whatever the field, I would pick the trait of persistence. Determination. The will to endure to the end, to get knocked down seventy times and get up off the floor saying, 'Here comes number seventy-one!'"

10. ENTHUSIASM. Heroes, champions, and achievers are enthusiastic. They are passionate and excited by life and what they believe in. Set yourself on fire and get excited by what you do because enthusiasm is what makes ordinary people extraordinary. Enthusiasm makes it possible to do the most difficult of tasks because it provides the energy to act by lightening your burdens as well as the burdens of everyone you meet.

Enthusiasm is like a magnet that draws others to you. It is the secret of charisma. People want to be around those who are excited about life. Don't you think that people who never get carried away should be? But don't wait to become excited. There's nothing exciting about waiting; it is in the doing that we become excited. Ernest Newman (1868~1959) explains:

"The great composer does not set to work because he is inspired, but becomes inspired because he is working. Beethoven, Wagner, Bach and Mozart settled down day after day to the job in hand with as much regularity as an accountant settles down each day to his figures. They didn't waste time waiting for inspiration. "

Summing up, doesn't it make sense to do more of what works and less of what doesn't? Someone once wrote:

"Why were the saints, saints? Because they were cheerful when it was difficult to be cheerful, patient when it was difficult to be patient; and because they pushed on when they wanted to stand still, and kept silent when they wanted to talk, and were agreeable when they wanted to be disagreeable. That was all. It was quite simple and always will be."

What works may not be what makes life easy, but it sure is what makes life exciting! Let's do more of it!


© Chuck Gallozzi
For more articles and contact information,
Visit http://www.personal-development.com/chuck


http://www.personal-development.com/chuck/success-secrets.htm

Frank Bettger’s Thirteen Secrets To Success In Sales:

Frank Bettger wrote one of the best book on selling ever! It’s called How I Raised Myself From Failure To Success In Selling. He describes how he was on the verge of giving up on a career in sales. He found himself deep in despair. Then he started to discover these secrets, one by one.

Ben Franklin chose thirteen virtues that he wanted to make daily habits. Frank Bettger, the pro baseball player turned salesperson, practiced these thirteen secrets to turn his sales career around.

So here are Frank Bettger’s Thirteen Secrets To Success In Sales:

#1 – Enthusiasm
If you don’t FEEL enthusiastic, ACT enthusiastic. Soon, you’ll BE enthusiastic. Double your enthusiasm and you’ll probably double your income.

#2 – Order (self-organization)
Set aside time to plan how you will spend your time. Think about what’s most important. Then do those things first.

#3 – Think in terms of others’ interests
Find out what your prospect wants. Show him or her how to get it.

#4 – Questions
Questions get you further than comments. Let your prospect talk while you discover his or her wants.

#5 – Key issue
Find the prospect’s basic need or main interest. Then focus solely on it! Ask “why” and “in addition to that” to discover the key issue.

#6 – Silence (listen)
Good listening works magic in selling. Listen intently intentionally!

#7 – Sincerity (deserve confidence)
If you don’t believe in what you’re selling, neither will your prospect. Give your prospect the service you would want.

#8 – Knowledge of my business
Keep your mind young by continuing to learn about your business.

#9 – Appreciation and praise
Show people you believe in them and expect great things. Don’t go overboard – just give them your honest appraisal.

#10 – Smile (happiness)
Smile your best smile at everyone you see. Think about all the things you have to be thankful for … and smile. The world will smile with you.

#11 – Remember names and faces
Take a mental photograph of the person’s name. Repeat it immediately in the conversation and then silently to yourself. Associate his or her name and profession.

#12 – Service and prospecting
Take care of them and they will take care of you. Follow-up on all leads immediately.
Set up for your next contact on this contact.

#13 – Closing the sale (action)
Proceed through the sales process – Attention, Interest, Desire, Close. Conclude your presentation with the magical question, “How do you like it?” Welcome objections. Don’t be afraid to ask for the money.

These are Frank Bettger’s thirteen secrets. We highly recommend that you read the whole book. It will inspire you and help you reach bigg success in selling!


http://biggsuccess.com/bigg-articles/frank-bettgers-13-secrets-to-success-in-sales/

Do You Have Big Dreams?

Do You Have Big Dreams?
By Dave Cole


Way back in the third grade, Eddie Robinson had
a dream. His dream was big, but to many folks,
it seemed too big for Eddie to ever attain.

For Eddie Robinson was poor, black, and he lived
in the segregated South. Three big strikes against
him. In his book, "Never Before, Never Again,"
Robinson wrote, "Society said I would never be
able to reach my third grade dream of coaching
football."

Eddie Robinson went on to prove "society" quite
wrong. And he did it because of 3 big reasons:

1. He was determined to live out his dream.
2. He educated himself about all aspects of his profession.
3. He gave 100% of his efforts at whatever he did.

After working his way through Leland College, he
landed a job at Grambling State in 1941. Fifty seven
years later he retired with 408 career victories, the
most in college football history.

To his players Robinson was far more than just a
winning coach. He highly stressed the importance of
getting a good education. Robinson knew that he had a
big responsibility to set an example for his players on
and off the field and often thought of himself as a
"surrogate" parent to the kids while they were at Grambling.

He also taught that winning does not have to be at any cost.
He used football to teach kids honesty, integrity, and
to help shape them into men.

On the field he demanded his players to get their plays
right. Execution of the play was taught over and over
and over until it was done right.

It is a remarkable credit to him because over 200 of
his players eventually made it into the NFL.

Robinson says, "I wanted to be with the best and I
wanted to be good enough to coach the sons of
mothers and fathers. I didn't care whether the son was
white or black. Some have called me a great coach.
Some have called me a great black coach. All my
life I have simply wanted to be a great American."

Coach Eddie Robinson had a big dream which he never
believed wasn't possible to achieve.

What is your dream today?

I know many of our readers have the dream of being able
to quit their day jobs and be supported by their own
home business.

The Internet has made that a distinct possibility and many
folks are achieving their dreams. Everyone of those who
have accomplished this will tell you their success came
about because of the same qualities Eddie Robinson
displayed to achieve his dreams.

1. He was determined to make it happen.
2. He never quit educating himself in his chosen field.
3. He put 100% effort into everything he did.

You may not desire to be a head football coach for a
college, but whatever your dream is.....

It's your dream and it's important!

And even if you never quite make it all totally come true,
just think how you'll feel later if you don't give it your
best shot.

You Can Dream
You Can Try
You Can Learn
You Can Give It Your Best Shot

The only one stopping you is you.

---------------------------------------------

Prosperity: The Choice Is Yours
Dave's E-zine provides you with valuable info
on how to market your online business and how
you can make money online. Get your free
subscription today.

http://choosetoprosper.com
Copyright © 2002


http://www.successfuloffice.com/Do_You_Have_Big_Dreams.htm

21 Questions To Assess Your Readiness For Time Management

21 Questions To Assess Your Readiness For Time Management
by: Gerry McRae

How many of us are guilty of “Putting the cart before the horse?”

Much is written on HOW to manage your time (the load in the cart) while little mentions the first step (the horse that pulls the load) of time management, asking WHY before we do the HOW.

Millions of people have read Napoleon Hill’s, “Think and Grow Rich.” Why have most of these readers failed to grow rich? Could the answer be the same for those who study how to manage time yet, remain poor managers of time? These WHY-questions help you check your readiness to pull the cart. Who better to ask? You know the answers better than anyone!

Attitude and determination are the horses that pull the load of time management tips toward success.

Look in the mirror as you ask yourself these questions.

Desire

1. Why do I feel I am not using my time properly?

2. Do I really need to improve my time management?

3. Why do the many tips about time management never seem to improve my time managing skills?

Support system

4. Do I fear being disliked if I restrict my time with others?

5. Who are my best supporters?

6. Have I asked the opinion of others about any change in my time management style?

7. Am I blaming others (boss, employees, spouse, children) for my lack of change?

Readiness

8. Am I afraid of changing my character and personality?

9. Am I afraid of missing wasteful activities I enjoy doing?

10. Am I ready for changing my slothful habits?

11. Am I content in not caring too much about time?

12. What do I know about behavior modification methods?

13. Have all my attempts at behavior modification failed?

To Thine Own Self Be True - Shakespeare

14. Am I afraid of the truth about my existing time usage?

15. Am I willing to accept the truth of time log analysis?

16. Am I looking for an easy quick fix?

17. Can I face the disappointment of setbacks or will I quit when I can’t be perfect after only a few attempts?

Commitment

18. Have I had any change successes to build upon?

19. Can I visualize the benefits of being a better manager of time?

20. Can I taste the need for change so strongly that I will dedicate myself for changing?

21. Today is the first day of the rest of my life – what time today will I start?

If your answers to WHY indicate you are not ready to change your time managing style, you can save time by not reading the HOW stuff.


http://www.successfuloffice.com/21_Questions.htm

The 6 "Secrets" To Sales Success

The 6 "Secrets" To Sales Success
by: tony pola

There is no magic pill, trick, technique, system or secret to success. However there are many beliefs and habits that will bring you the desired results that you wish to have. It is your choice to develop the appropriate beliefs and habits that produce the results that you wish to have. If you honestly are not happy with the results that you are having then you must change the actions, which are producing those results. The following are 6 of the habits, which I have found will rapidly accelerate your sales and income to heights, which only you will limit.

The number one “secret” in order to boost you sales is Activity. There are 3 ways to increase your income in sales 1. Activity, 2. Closing ratio, and 3. Average job size. The easiest of these three ways is to increase your activity. You cannot sell jobs if you are not consistently delivering written Quotes and asking for the order. Many salespeople pre-judge, and pre-qualify (or disqualify) their prospects and never deliver the proposal, which will solve their potential clients needs. Many salespeople also deliver the proposal but then fail to ask for the order and close.

The second “secret” is your Belief. You must have positive beliefs, and thoughts at all time. These beliefs will create the proper actions and habits. As Mike Litman (author of Conversations With Millionaires) says people form habits and habits form futures.

The third “secret” thing you need to do is be Committed. You have to be committed to yourself, your product or service, your company, and above all your beliefs. If you choose to believe you can or believe you cannot, you are correct in both instances. You must be committed to consistently deliver a predetermined number of proposals each day, week, month, and year. Your number of sales will increase indirect proportion to the number of proposals you deliver. This must be done with what I call absolute “No Option Behavior”. You must be committed 100% to deliver a proposal to every prospect you sit with and also to ask for the order from every prospect you give a proposal too.

The fourth “secret” is Discipline .You must develop new disciplines, which will then produce new results. This should be done to all aspects of your life social .financial, professional, physical, and spiritual.

The fifth “secret” is Enthusiasm. Always remember that the first thin a prospect must buy is you and that enthusiasm sells. You must avoid negative people, negative habits, and negative thoughts and constantly expose yourself to positive thinking.

The sixth “secret” is Focus. You must have goals (the seventh “secret”) and a plan to get there. When you have goals and focus on the little steps (habits and disciplines) you will receive all that you desire. You must focus on the results and outcomes and not on the process, it is just as easy to develop new disciplines and actions one step at a time then it is to continue with your old habits and disciplines that are producing results, which you are unhappy with.

Happy selling!!!

Tony Pola
www.rapidsalesgrowth.com
Web site with Habits to increase sales and income, with free newsletter and coaching and services available.

http://www.successfuloffice.com/6_Secrets_to_Sales_Success.htm

Top Sales Assessments

Top Sales Assessments

What are your strengths?
Do you have a winning attitude?
Is there a skill set that would increase your performance?
Where could you benefit from some improvement?
How do you compare with your peers, with your mentors?

FACT: The greater your level of self-awareness, the better you can develop your performance and/or the performance of your sales team.

The insights you'll gain from the Interactive Assessments will give you all the information you want, the encouragement that you need, and the focus that is required to make you the very best at what you do.

Every month you will have the opportunity to participate in a variety of online assessments. These tools serve to profile your performance within vital areas of sales, including the "big three": Attitude, Skills and Process.

Come back soon! New assessments will be added regularly.
Are You A Traditional Or a Collaborative Salesperson?

Traditional commercial methods are being relegated to the annals of history. The new, more discerning customers of today have seen to that. They now wield greater bargaining power, demand more value for money and have become more knowledgeable and professional when it comes to decision-making. This is why we need a new type of approach for a new type of customer.

Are you practising traditional or collaborative sales techniques?

Traditional Or Collaborative
Salesperson?
Traditional commercial methods are being relegated to the annals of history. The new, more discerning customers of today have seen to that. They now wield greater bargaining power, demand more value for money and have become more knowledgeable and professional when it comes to decision-making. This is why we need a new type of approach for a new type of customer.

Are you practising traditional or collaborative sales techniques?

Find out here - take the test: a b
1.
How do you see yourself?
a. I supply a product/service
b. I am a collaborating business partner
2.
How do you judge success?
a. Number of orders
b. Improved profit for the customer
3.
What cues you to action?
a. Competitive drive
b.Opportunities in changing markets
4.
Is your sales cycle tight but productive?
a. No
b. Yes
5.
Are your customers co-operative?
a. No
b. Yes
6.
Discussions with customers focus on:
a. Price negotiation
b. Long-term plans, ROI, growth & earnings
7.
Do you...
a. Present information
b. Facilitate discussion
8.
How do you view ‘making a sale’?
a. The successful completion of a customer interaction
b. The starting point for measuring outputs and follow-through on
customer growth and satisfaction
9.
Whom do you work with?
a. Buyers and purchasing managers
b. Upper level management and operations management
10.
Where is your focus in the sales process?
a. On what you sell
b. On who you are
11.
Where is your training and expertise?
a. Sales techniques
b. Broad-based business operations knowledge
12.
Which is your best meeting skill?
a. Questioning
b. Building consensus

Name: Agung

Thank You, Agung, You scored: -6.

Check below to see what this means!

Your Report



You’re already consulting! In the tradition of all consultants, how can you take your current consulting success and make it even better by increasing your skills by selling consultatively?


http://www.topsalesworld.com/assessments/traditional_collaborative.php

Don't Give Up

Don't Give Up


According to recent survey I read 67% of sales people stop trying to connect with a decision maker after just six attempts. However, other research has shown that it takes at least fourteen attempts to connect with key executives. That means most sales people give up far too soon.

In addition to giving up too soon, a mistake these people make is that they don't have a strategy. It is critical to remember that every executive is extremely busy and plagued by sales calls. Leaving a generic message is not going to motivate them to call you back. The key is to develop a campaign of touch points. Here are four examples:

1. Leave a voice mail message with information that will help your prospect address a specific problem

2. Send them an article that relates to their business or a current business challenge they may be facing

3. Email a link to website that offers something of value (not yours!)

4. Mail a postcard that outlines strategies they can use in their business.

The key is to connect with them in different ways. Develop a campaign, use a variety of strategies, and don't give up. Your results will improve.

Have a productive and profitable week!

HEARTS - acronym

HEARTS.

Healthcare excellence,
Ethical behavior,
Accountability,
Respect and caring,
Teamwork, and
Service before self.

==========================================================
At Mount Sinai Medical Center, Excellent Customer Service Begins With HEARTS
by John Fries
With more than 10,000 cardiac procedures performed each year, Mount Sinai Medical Center (MSMC), located on Biscayne Bay in Miami Beach, is the largest provider of cardiac care in South Florida. But when Steven Fine, vice president of administration, describes the hospital’s 3,500 employees, 500 volunteers, and more than 1,000 physicians as "having HEARTS," he’s referring to something quite different than what you may be thinking.
Over the past two years, MSMC has become a living example of the power of excellent customer service. In 2002, the hospital embarked on Operation Excellence, a customer service initiative based on organizational culture change. Central to the initiative is a set of core values, embraced by all MSMC staff, that comprise the acronym HEARTS. The values are Healthcare excellence, Ethical behavior, Accountability, Respect and caring, Teamwork, and Service before self.

Fine, along with Gina Lipianin, manager of customer service, are the guiding forces behind Operation Excellence. Together, they’re working to improve the quality and efficiency of the hospital’s services, and results so far indicate improved employee and patient satisfaction scores. So successful is Operation Excellence that, in November, MSMC was recognized by Press Ganey as one of the most improved hospitals (out of 900 nationwide) in both the inpatient and outpatient categories.

Operation Excellence grew out of some exploratory work performed by the hospital’s senior management team, at the direction of President and CEO Steven D. Sonenreich. "It started with a customer service model in which action councils were formed," said Fine. "The councils covered five areas, including training, physicians, standards, reward and recognition, and communication and all were overseen by a management action council. From those beginnings, we developed the components of our current program."

Both Fine and Lipianin stressed that the success of the initiative is due in large part to the employees’ dedication to it. "This isn’t a temporary program – it was very much a cultural change that has become a way of life at Mount Sinai," said Lipianin. Fine explained that, once the core values were in place, performance standards were developed for employees, and that each employee was required to sign a statement promising to abide by the standards.

"Our approach is multi-pronged," he said. "We solicit input from the medical staff and we provide training to our managers on how to successfully engage employees. It’s crucial to the initiative that managers make their employees passionate about what they do. When the employees are passionate about care and compassion, they live it."

Changing the culture at a hospital is not always easy, and at times, it can seem nearly impossible. Not at MSMC, though. Operation Excellence was developed, presented and launched as a one-for-all, all-for-one initiative. Everyone is encouraged to submit ideas, suggestions and recommendations, and employees are recognized and rewarded for doing so. Yesterday’s employee of the month is today’s Ambassador of HEARTS, and a recognition program for excellent customer service has been designated as the Ace of HEARTS program.

Constant reminders abound. Operation Excellence is discussed with employees at every opportunity. Every PowerPoint presentation at MSMC opens with a slide depicting the HEARTS acronym, and an employee newsletter about the initiative, called Operation Excellence at Work, is published weekly.

To motivate all staff members to focus on excellence on an ongoing basis, interdepartmental, multidisciplinary teams have been created across the organization – both in clinical and non-clinical areas – to give staff regularly scheduled opportunities to identify department-specific patient priorities and explore and discuss opportunities to improve service. There’s also a great deal of information sharing, as ‘best practice’ teams in each department meet to talk about what’s working and what isn’t, then publish their findings and conclusions to the rest of the organization. To help keep the Operation Excellence initiative visible to all staff, MSMC utilized The Doug Williams Group, a regional performance improvement consulting firm, to design and deliver Operation Excellence awareness sessions to all employees. The awareness sessions reviewed the HEARTS core values and incorporated patient and employee testimonials about the success of the Operation Excellence initiative.

While many, if not most, hospitals have customer service initiatives, Fine believes that one of the reasons Operation Excellence is working so well is because it isn’t cookie-cutter. "It’s tailored specifically to our organization, evaluated on a regular basis, and adjusted as necessary." And that’s just the beginning. Fine and Lipianin believe that, for as much as has been accomplished, much more work lies ahead.

As the largest private, not-for-profit teaching hospital in South Florida, MSMC has long enjoyed an excellent reputation for such specialties as cardiology, oncology, orthopedics, physical rehabilitation, and geriatrics. The hospital’s reputation for excellence continues to grow with its emphasis on customer service.

Over the past two years, MSMC has become a living example of the power of excellent customer service. In 2002, the hospital embarked on Operation Excellence, a customer service initiative based on organizational culture change. Central to the initiative is a set of core values, embraced by all MSMC staff, that comprise the acronym HEARTS. The values are Healthcare excellence, Ethical behavior, Accountability, Respect and caring, Teamwork, and Service before self.

Fine, along with Gina Lipianin, manager of customer service, are the guiding forces behind Operation Excellence. Together, they’re working to improve the quality and efficiency of the hospital’s services, and results so far indicate improved employee and patient satisfaction scores. So successful is Operation Excellence that, in November, MSMC was recognized by Press Ganey as one of the most improved hospitals (out of 900 nationwide) in both the inpatient and outpatient categories.

Operation Excellence grew out of some exploratory work performed by the hospital’s senior management team, at the direction of President and CEO Steven D. Sonenreich. "It started with a customer service model in which action councils were formed," said Fine. "The councils covered five areas, including training, physicians, standards, reward and recognition, and communication and all were overseen by a management action council. From those beginnings, we developed the components of our current program."

Both Fine and Lipianin stressed that the success of the initiative is due in large part to the employees’ dedication to it. "This isn’t a temporary program – it was very much a cultural change that has become a way of life at Mount Sinai," said Lipianin. Fine explained that, once the core values were in place, performance standards were developed for employees, and that each employee was required to sign a statement promising to abide by the standards.

"Our approach is multi-pronged," he said. "We solicit input from the medical staff and we provide training to our managers on how to successfully engage employees. It’s crucial to the initiative that managers make their employees passionate about what they do. When the employees are passionate about care and compassion, they live it."

Changing the culture at a hospital is not always easy, and at times, it can seem nearly impossible. Not at MSMC, though. Operation Excellence was developed, presented and launched as a one-for-all, all-for-one initiative. Everyone is encouraged to submit ideas, suggestions and recommendations, and employees are recognized and rewarded for doing so. Yesterday’s employee of the month is today’s Ambassador of HEARTS, and a recognition program for excellent customer service has been designated as the Ace of HEARTS program.

Constant reminders abound. Operation Excellence is discussed with employees at every opportunity. Every PowerPoint presentation at MSMC opens with a slide depicting the HEARTS acronym, and an employee newsletter about the initiative, called Operation Excellence at Work, is published weekly.

To motivate all staff members to focus on excellence on an ongoing basis, interdepartmental, multidisciplinary teams have been created across the organization – both in clinical and non-clinical areas – to give staff regularly scheduled opportunities to identify department-specific patient priorities and explore and discuss opportunities to improve service. There’s also a great deal of information sharing, as ‘best practice’ teams in each department meet to talk about what’s working and what isn’t, then publish their findings and conclusions to the rest of the organization. To help keep the Operation Excellence initiative visible to all staff, MSMC utilized The Doug Williams Group, a regional performance improvement consulting firm, to design and deliver Operation Excellence awareness sessions to all employees. The awareness sessions reviewed the HEARTS core values and incorporated patient and employee testimonials about the success of the Operation Excellence initiative.

While many, if not most, hospitals have customer service initiatives, Fine believes that one of the reasons Operation Excellence is working so well is because it isn’t cookie-cutter. "It’s tailored specifically to our organization, evaluated on a regular basis, and adjusted as necessary." And that’s just the beginning. Fine and Lipianin believe that, for as much as has been accomplished, much more work lies ahead.

As the largest private, not-for-profit teaching hospital in South Florida, MSMC has long enjoyed an excellent reputation for such specialties as cardiology, oncology, orthopedics, physical rehabilitation, and geriatrics. The hospital’s reputation for excellence continues to grow with its emphasis on customer service.
For more information about Mount Sinai Medical Center, please call Lauri Oliva, public relations manager, at (305) 674-2600. The hospital’s web site is at www.msmc.com.

http://southfloridahospitalnews.com/page/At_Mount_Sinai_Medical_Center_Excellent_Customer_Service_Begins_With_HEARTS/551/1/index.php

Success in business ....

"Success in business requires training and discipline and hard work. But if you're not frightened by these things, the opportunities are just as great today as they ever were." David Rockefeller

The EXCEL Acronym Instilling Service Excellence


In advancing to new levels of customer service commitment, it's helpful to have an easy way to remember additional concepts that can make you a service superstar. Since the goal is customer service excellence, this course uses the word E-X-C-E-L as an acronym for five important behaviors that impact the service mindset. It might surprise you, but seeking help and knowing where to find it can improve your service abilities. That's why

E, for "Enlist Help", is the first concept in the EXCEL acronym.

X is for X-Ray questions, developing the skills to "read" your customers by asking the right questions in the right way. It's a great relief to be able to say, "Case Closed" when there's a problem area with a customer. But it takes planning and proactive thinking to stay ahead of trouble-spots, and in the "C" topic, this course gives you the steps to close off problematic customer issues by anticipating them. ownership of your own personal service philosophy.

The next letter is "E" for EMPOWER YOURSELF, one of the most crucial concepts to being a great service provider. This lesson establishes the steps to taking

That brings us to the last letter, "L", which issues a challenge. In "Learn to be Flexible", you must come up with a plan to increase your flexibility one day at a time. These guidelines will instill a customer service mentality, and instill a spirit of commitment to service far beyond the workplace norm.


Lesson:
Course Overview|

Lesson Overview| - recognize the benefits of enlisting and offering help.|

Calculating Customer Demands| - integrate the customers' desires for consistency and dependability with your company's ability to deliver it.|

When It's Hard to Ask for Help| - identify sources of help in a customer service environment.|

Taking Aim at Recurring Challenges| - classify the areas where you have consistent challenges.|

Knowing the Best Sources for Help| - construct a list of resources that are available.|

Offering Your Knowledge to Others| - define a process for sharing what you learn from customers with others in the organization.|Lesson Overview| - recognize the value of good questions in handling customer service issues.|

The Truth is Out There| - recognize that customers have the answers if you ask the right questions.|

Avoiding Customer Trigger Points| - use the appropriate questions to avoid putting a customer on the defensive, in a given scenario.|

Silence is Golden| - use active listening skills, in a given scenario.|

Capitalizing on Customer Service| - determine whether to turn a problem resolution into a sales opportunity, based on a given scenario.|Lesson Overview| - recognize the value of anticipating potential customer problems before they occur.|

Clarify Customer Expectations| - apply the techniques to meet the customers' expectations, in a given scenario.|

Checking Your Toolbox| - use essential tools and resources to provide the type of service your customer desires, in a given scenario.|

Communicating Bad News| - effectively deliver bad news to a client, in a given scenario.|

Lesson Overview| - recognize the powerful impact an individual can have on customer service.|

You Be the Judge| - describe how deepened knowledge increases judgment.|

Know Your Boundaries| - define ways to clarify with your managers the level of decision-making you have.|

Developing Rapid Response| - use strategies that would exemplify an effective rapid response system, in a given scenario.|

The Power of Continuous Improvement| - describe ways to be a continuous learner in the "soft skills."|

Lesson Overview| - recognize that flexibility is a powerful concept in achieving customer service excellence.|

Developing A Flexible Mentality| - use the appropriate actions to handle various customer types, in a given scenario.|

The Cycle of Change| - apply the necessary actions to help move through change, in a given scenario.|

The Flexibility Challenge| - create a plan for doing one thing differently each day to practice flexibility.|




http://www.training-classes.com/programs/02/40/24037_the_excel_acronym_instilling_service_excellence.php