Tag Archives: top tips

Top Sales Questions – Shelle’s Top Tips – Shelle Rose Charvet

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If you’re a salesperson, there are five questions that will let you know exactly what your customer wants, what they don’t want, and how to propose and position what it is you have to offer.

If you’re not a salesperson these questions will be useful every time you really need to understand what’s important to someone.

So here they are.

Questions #1 & 2 – What Do You Want? and What’s Important To You?

Many salespeople just forget to ask these questions.  A while ago, I went to buy a new luxury car. I decided to abandon my old mommy-mobile and get a new car for me. My kids were grown up.  It’s my turn for a beautiful luxury car.  We went to seven dealerships.

Out of those seven dealerships only one salesperson said, “Shelle, what do you want? What’s important to you about this car?” How are you going to position anything to me or show me a car, for example, if you don’t know that one of the things that’s important to me is that when I drive my new luxury car up to my prospective client’s place of business that they’d be impressed by my new car.

Now, I know that sounds superficial but that’s one of the things that was important to me.

I felt a little bit sorry for one of the younger salespersons and I said to him, “You didn’t ask me what was important to me.” Okay, he got a little defensive. I would have gotten defensive too. He said, “Well, I tried to find it out in the conversation. I think I did okay.” I said, “Oh, really? So what do I want? What’s important to me?” and he didn’t know.

Now, all of those salespeople asked me, “What car are you presently driving?” I said, “I don’t want to talk about it.” So it’s hidden in the back somewhere.

Write down what they say because the words the customer uses are the words that have a resonance for them.

If you want more information on Top Sales Questions and how to use them, check out my
Sales Booster Package – Increase Sales, Marketing & Customer Retention »

Question #3: Why Is That Important?

 Here what we’re trying to find out is one of the important motivations for you. Is the person trying to achieve or gain something from that or are they trying to prevent or solve a problem?

So if you say, “Shelle, why is it important for you to impress your customers?” I might say, “Because I want to feel successful” or “Because I want to look successful.” Those are things I want to gain. The Toward trigger.

Or I might say, “Well, I don’t want to look like I’m not successful,” and that would be moving Away From, and you may have heard me say this before, the trigger that’s moving away from what I don’t want.

This gives you an indication of how to speak to your customer. Either you show them what they’ll gain, this will enable you to look more successful with your customers, or what they’re trying to avoid. This way you won’t look like you’re unsuccessful with your customers.

Question #4 – How Will You Know if You’ve Made The Right Decision?

 “Excellent question,” you say.  With this question you’re trying to find out does the person decide for themselves, by their own criteria and their own judgments and we call that Internal or did they decide based on outside criteria or outside influences?  

“So Shelle, how will you know you’ve made the right decision about your car?” Shelle might say, “When it feels good. When I’m behind the wheel and I love it.” Well, that’s clearly Internal. So although I did seem to have some external influences, I know I’ve made the right decision myself.

Now, I could have answered the question, “Shelle, how will you know if you’ve made the right decision?” by saying, “When all those people I’m driving by smile at me and look like they’re impressed.” That’s more External.

So this gives you more information about what’s going to help that person decide or buy.

Question #5 – Why Did You Choose To Look For A Car Now?

The question, “Why did you choose..?” is going to give you two kinds of answers.

If the person gives you a list of reasons: an old car was rotten; I want a new car; I want something that fits me; as a salesperson you need to talk to them about all of the options that the car you are selling comes with.

If they don’t tell you why but instead they tell you the story of how it happened that they ended up needing a car, so for example, they’ll say, “Well, my old car broke down for the last time and it was going to cost a lot of money to fix it. So then I realized it probably wasn’t worth my while to fix it so I ended up having to look for a new car.” If they give you one of these stories that has all these events in it, they’re not so interested in all of the options with the car. They want to know how does it work and what do you have to do to buy it, what are the steps in the buying process.

So those are the top sales questions. What do you want? What’s important to you? Why is that important? How you know you made the right decision? And why did you choose to look for or to search for this thing now?

If you want more information on Top Sales Questions and how to use them, check out my
Sales Booster Package – Increase Sales, Marketing & Customer Retention »

For more “Shelle’s Top Tips” visit
http://www.ShellesTopTips.com »

I’d love to hear your feedback.  How was this article useful to you?  You can leave a comment below or message me directly at shelle@wordsthatchangeminds.com

Hope to hear from you.

Cheers,
Shelle

Achieve Goals Using Your Own Success Strategies – Shelle’s Top Tips

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Let’s talk about ourselves for just a minute. A lot of people tell me they have tons of stuff that they want to do but they’re not able to get as much done as they would like and I’m not talking about time management issues. It’s about your strategy for achieving and your strategy to avoid dropping things that you really want to do.   Here’s a few tips.

  1. Your Success and Failure Strategies
    Write, jot down a quick list of the things that you’ve actually achieved over the last few months and the things you started to do or wanted to do but didn’t get done.  At a big picture level, can you see any success strategies from the things that you wrote down or any failure strategies that stop you from achieving that?
  1. Level of Importance
    If you have a look at your two lists and you’re able to identify what’s important and what isn’t important to you, do you see any patterns? Are your success strategies the ones you succeeded at more important to you and the other one is less important to you?

  2. Negative Consequences
    Here’s something that I found in my studying of what makes people successful in their goals and how do they avoid falling off the wagon. Well often people who are focused have deadlines and there are negative consequences for not achieving what you wanted to do at the time that you wanted to do it.  So have a check for the things that you succeeded at. Was there a negative consequence or something that you didn’t want to have happen? 

    I remember when I was writing the first draft of my very first book. I gave myself until September to finish the first draft.  The beginning of September arrived and guess what? I had a whole pile of courses and training and consulting lined up. The negative consequence would have been I wouldn’t have been able to get back at that book for months and that was something I really wanted to avoid.  So if you’ve got a negative consequence that you really want to avoid, that’s going to help you be more focused to be more motivated.

So my question to you is do you have lots of things that you’d like to be more successful at doing? Would you like to avoid having to put them off or just live with the fact that you didn’t do them?

Check out my mini E-Book. It’s called Wishing, Wanting and Achieving.

If you go to http://www.WishingWantingAchieving.com you will get this very short E-Book that will tell you how to model your own success in more detail so that you can find out exactly all your own success strategies. It also comes with a free MP3 download that you can listen to that’s going to help you focus and achieve more success and avoid having to live with the things that you didn’t do.  Hope this helps.

To enquire about booking me for a speaking engagement, please click here.

Overcommitting – Shelle’s Top Tips

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Today, our topic is overcommitting. What do you do once you have enthusiastically jumped in and said yes and then you realize you have no time?

The first things I’m going to look at are prevention strategies, and then some tips for how to cure it, how to get out of the commitment once you have made the commitment.

Prevention

Prevention is a question of calming down and breathing. Lots of people are going to come to you and say, “Hey, Shelle, we’ve got this great idea that we would like to get you involved in.” Instead of saying, “Really? Yes I’ll do it!” breathe. Ask questions:

“Tell me more.”

“What does it entail?”

Take some notes and make sure you thoroughly understand what the person is asking you to do.

Once you’ve had all your questions answered, I suggest you say,

“You know what? I’m going to check with my other commitments to see if I can fit that in. Let me get back to you,” and then let them know when you can get back to them.

Breathe, stay calm, ask questions, and promise that you will check it out with your other commitments. The other person will know that you are taking them seriously. You’re weighing whether or not you have time to do it properly and then promise to get back to them. This gives you the opportunity to see whether or not it will be an over commitment.

The Cure

You’ve said yes. What do you do? First, as soon as possible, you need to do something. Don’t wait. Don’t hide. Don’t chew your fingernails in anxiety. Do something as soon as possible, as soon as you realized you’ve overcommitted.

Secondly, what do you do? Apologize. Use the Bad News Formula. Check out my Shelle’s Top Tips on apologizing and the Bad News Formula for exact instructions on each of these.

Lastly, offer the other person something. You’ve let them down, maybe you can help them find a replacement for you or perhaps there is a part of the task that you can do that will help them out. Find something that you can do and remember to think about this before you speak to them. I suggest you do this on the phone or in person rather than by email. It will go over much better and keep your relationship in good form.

For more tips on how to get out of those sticky communication situations, check out my book, The Customer is Bothering Me. It’s also an e-book that you can download and it’s got lots of hints and tips for difficult communication situations.

To enquire about booking me for a speaking engagement, please click here.

Dealing with Temptation – Shelle’s Top Tips

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Oscar Wilde said, “The only thing to do with temptation is to yield to it”, but I believe there’s another option. So here you are, it’s holiday time, the table is laden with all of your favorite foods, some of which you may have even cooked yourself, (talking about myself here again).

You really want to dive in and all you can see is that lovely delicious stuff and you can practically taste it on your tongue before you’ve eaten it. How are you not going to just yield to it as Oscar Wilde said?

When you’re in the store, or you are behind at work and you know you need to be saving money but you really want those things right in front of you. What do you do if you’re on line doing the same thing?

Click here to watch the videoclip

Here are a couple of tips.

First, breathe deeply. Breathe deeply a couple of times because you end up giving in to temptation when you act on it really quickly. If you stand back and give yourself a couple of moments to think, that can be the secret to your success.

Second, after you’ve breathed, go away from the temptation. I go into the bathroom. I sit on the toilet. (that maybe too much information). But I remember while I’m sitting on the toilet what my real goal is here. Am I working towards becoming a better person? Am I trying to lose weight? Am I getting into shape? What do I really want? Get back in touch with what is really important.

If you haven’t ever talked to yourself about what’s really important, you might want to do that before you confront the holiday temptations.

The third suggestion for resisting temptation is to go have a glass of water and think about something else. The moment will pass and that’s really, really key.

Temptation only ever happens in the moment. So if you have a couple of tips for how to forget what’s going on in front of you and think about something else, timing off to reconnect with what’s important to you, that’s going to help you with all kinds of temptations whether it’s buying, eating, or anything else you can think of.

I hope these tips. Have a look at other Shelle’s Top Tips and enjoy the holidays.
http://www.ShellesTopTips.com

If you are interested in booking me (Shelle Rose Charvet) for a presentation, keynote or workshop contact me at shelle@wordsthatchangeminds.com. Please visit my speaking page too.

Get Someone to do What you Want – Shelle’s Top Tips


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A lot of people tell me that getting others to do what you want them to do can be very difficult at times.

So here’s three tips on how to get someone to do what you want.

1)     Find Out What’s Important to Them
Most of us know what’s important to us but we don’t take the time to find out what’s important to the other person. Ask a few questions first about what is important to them, or think about it from their perspective.

2)     Link What You Want to What’s Important to Them
Usually, we just talk about what we want and we don’t link it to anything that the other person might like. What is the link? How can you make a case?

3)     Speak in a Way that is Motivating for Them
For example, if that person is very goal-focused or goal-oriented then you need to tell them what the benefit is (Toward Language).

If they tend to be more problem-focused and the kind of person who notices what is wrong and easily criticizes, tell them what problem will be prevented or solved; what they can move away from.

You can guess if they are in a Toward mode and need a benefit or a goal, or if they are more Away From and prefer to  hear about consequences or negative consequences that they can avoid by doing the thing that you want.

Click here to learn more about influencing and persuasion.

Two more hints about speaking in a way that motivates the other person.
Do they want to have lots of choices and lots of options?  We call that Options Language. Or would they rather have a step-by-step procedure for doing something and talk about how to do something?  We call that Procedures Language.

Think about these 3 easy steps the next time you need to get someone to do what you want.

If you want more tips to solve problems (Away From Alert!) and get what you want (Toward Alert!), visit http://www.ShellesTopTips.com and check out my books and audio programs for yourself at http://www.theshellestore.com

Dealing with Upset Customers

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It’s really important to know how to calm down your customer quickly, get to the root of their problem, solve it, and nourish the relationship for next time.

If you’ve had a chance to look at my book, The Customer is Bothering Me, you’ll get this all laid out for you, but there’s four key steps.

1)     Treat the Emotion First
Most people cannot do these two things at the same time; they can’t be upset and be logical. If you’ve got a customer that’s upset and you try immediately to solve their problem, they probably won’t co-operate because they’re busy being upset and they need you to understand that. So treat the emotion first.

The key is to meet your customer where he or she is. My strategy may seem a little silly because most people are taught to stay calm. But if you think about it, when you are upset about something and the person you are speaking to stays calm, and doesn’t acknowledge either verbally or in their tone of voice that you are upset, it can feel like they are not really hearing you.

Instead, I suggest that when your customer becomes upset about something and they raise their tone that you raise your tone to almost the same level, but you say something helpful and we call that getting upset on behalf of your customer.

This is not the same as yelling at your customer. Step number one is to get upset on behalf of your customer, show them that you are surprised and upset with them. If you don’t sound like you’re surprised when they are upset, your customer may believe that this problem is normal, you don’t care, this happens all the time and your whole company doesn’t care about what happens. Remember, everything you do determines what your customer believes about your whole company. So for step one, treat the emotion first.

Click here to find out more about how to match your customer’s tone, and what kinds of things you can say that will be helpful.

2)    Clarify What the Customer Actually Wants and Take Action

Whether or not you agree that it’s a problem, if the customer thinks it is a problem, we need to sort out what it is they need.  You can suggest two options here that will solve their problem. In my book, The Customer is Bothering Me, there is more information on exactly the wording to use with upset customers.

It is important to make a suggestion at this point, as if you ask the customer “How would you like me to fix this?”, they may become angry again since they will be expecting you to be the expert and to know what to do to fix the issue. So step two, clarify what the customer wants and take action.

3)    Make Amends

Many people don’t think about this, but if your customer is upset, to him or her it is as if they have been hurt. So our third step is to make it up to them. It is not enough simply to say, “Well I’m sorry”. Remember when you were a child and your parents told you to say you’re sorry, your siblings knew you weren’t really sorry. Your upset customers know you are not really sorry either. So what can you do to make amends? Does your company have a policy so that the person actually dealing with the upset customers can make amends right on the stop without having to ask for permission?  So step three, make amends.

4)     Nourish the Relationship for the Future
Make sure that you communicate to your customer so that whenever they contact your company again for any reason, that you have set them up for a positive experience. You can do that by saying, “Listen, any one of my colleagues will help you find what you want and if there are ever any issues, we’ll do whatever it takes do to solve it.  We are your personal fix-it people”.  Make sure they can see a picture in their mind’s eye of how it will be next time, (such as “fix-it people”) That’s how to nourish the relationship for next time.

If you want more information on strategies for dealing with customers and creating a great customer experience, check out my book, The Customer is Bothering Me, available as an EBook or available in paperback form.

Hope you enjoyed this. Let me know if you got any great ideas from Shelle’s Top Tips.

Shelle

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Bullying: Bystanders No More

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In Canada over the last few weeks, we have heard the tragic story of a teenager who committed suicide, after being sexually assaulted and then bullied online for over a year. This isn’t the only story about people suffering at the hands of others while bystanders do nothing, or worse encourage the bullying.

Bystanders are being blamed for not intervening and yet, hardly anywhere in all the literature does it tell bystanders exactly what to do. How many times has each one of us witnessed someone behaving inappropriately and not intervened?

And I just can’t stand it any more! I created this video because I believe there is one thing you can do to stop bullying right when it happens.

If you find the information useful, please share it on your Facebook page or wherever you think people need to see it.

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Cheers,

Shelle

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Saying No To Your Kids

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I know a couple of people, me included, who have difficulty saying no to their children.   

A friend of mine has a daughter who has managed to find ways of getting money from her parents for years. She is in her early 20s now, and still the bank of Ma and Pa is open. Recently, I said no to one of my children who requested something. I then found myself running to my friends and family for support, so I thought maybe it’s time we really think about this. 

Click here to watch the video clip

If you feel that you’ve been the bank of Ma and Pa (that means your bank has been open for them to make withdrawals) one tip I have is to add up how much money you’ve spent on your kids over the last few years. I think you’ll be shocked and I think they’ll be shocked.  

Here’s another tip. When your kids ask you for something usually they just ask you or sometimes they do the big setup where you’re sort of slowly leading to the unending conclusion that you need to lend them some money or give them some money. That’s what happened to me recently.  My suggestion is don’t answer right away. Instead say, “That’s interesting. Tell me more.” And then when they ask you for the money or they ask you for whatever it is they’re going to ask you for, tell them you’ll think about it and get back to them.

I know lots of parents who have to deal with children who are not making their own way. They made terrible financial decisions and then the parents are there to rescue them. I think it’s important to decide when to rescue and when not to rescue, what behaviors are you going to reward and not going to reward. So zoom out. Look at the big picture. How many times has your child stood on their feet, provided for their own needs and made good decisions? And how many times have they not done that and how have you rewarded them? It’s important to figure that out.

So if you find that you’ve been rewarding irresponsible behavior, now is the time to stop. Sit down, plan with your child how they can actually move forward, and tell them what your role is going to be and tell them what you’re not going to do.

But most important of all, when you get hit up for money, just say, “Let me think about it,” and then go and talk to somebody who you know will help you be logical about this.

Our children can certainly pull at our heartstrings and sometimes saying no will really help them grow up.

Cheers,

Shelle

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Do You Dislike Setting Goals?

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Here it is January — again! Another new year with all the information about goal setting and why New Year’s Resolutions don’t work.

But what if this is the year when you really want to

  • make a contribution to your world, or
  • make a difference or
  • do something that matters?

If you want a different kind of year, I suggest that you don’t follow the same old goal-setting or goal-avoiding patterns as all the other years.

Most goal-setting processes don’t work, because over 40% of the population are not motivated by goals. Motivation is the problem!

This isnt’t the first time I’ve said that most people don’t like setting goals — and for a very good reason! 

The problem is not whether a specific goal is motivating or not. If setting and working diligently to achieve goals makes you want to stick your finger down your throat, you are not alone.

That’s why I created a short audio program called Wishing, Wanting and Achieving to help you figure out your own success strategies and many, many people enjoyed listening to it.

“I just went through your strategies in Wishing, Wanting and Achieving. As usual it was most helpful. Thanks for sharing it. My reason for writing you, is that I am so very impressed with you, for what you have designed (and are still designing) for the rest of us mere mortals. Keep up the good work.”

Bill Huckabee, Pennsylvania

Wishing, Wanting, and Achieving is excellent. I learned that in order to achieve goals it helps to make them part of what I already do. It also helps to set up a plan as to how the goal can be attained. Thank you so much!”

Trish Belisle, United States

In fact this program was so well-liked that I have also created a Mini E-book  to go with it: Wishing, Wanting and Achieving.

“I can’t thank you enough for this! It has always puzzled me why people don’t achieve goals even if they “really” (as they themselves say it, me included) want to do those things. I only wish that I’ve got my hands on this material earlier. Thanks very much again!”

Elena Kjærsdam, Denmark


Maybe you need something other than the usual goals to help you succeed in 2013!

Click here to listen to Wishing, Wanting and Achieving

Click here to get the Mini E-book, Wishing, Wanting and Achieving

It’s only $4.99 and you can download it right away.

Have a fantastic year and make it really different from any year before now. The world needs you!

Cheers!

Shelle
p.s. Want to take a program with me in person? Check out where and when at www.ShellesEvents.com

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Motivating Yourself

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Sometimes the hardest thing for people is finding a way to motivate themselves. They say they want to do something and they don’t do it. One of the most important things about  motivating yourself and staying motivated is to know your own motivation triggers.

For those of you who know me, you know a lot about my book, “Words That Change Minds” which talks about all these different motivation triggers. But, let’s talk about some specific things that are important to you but you have trouble either getting motivated or staying motivated.

Most people’s long term goals don’t give them immediate satisfaction, but the critical action times for motivating yourself are in the here and now. If you want to get fit, for example, and every day you decide you’re going to get up and go for a run. I’m talking about this because this is something that I do and some days I don’t do, every day is the important piece for your long term goal of getting fit. But how do you motivate yourself to get out of bed when you’re actually comfortable? Or how do you keep motivating yourself to stick to the nutrition routine that you’ve decided for your long term goal? I’m learning the German language and I have a lesson every week, and I need to put in more time. How do I succeed at motivating myself to do that?

Let’s look at a couple of things. Sometimes people have goals, but they don’t get started. And the reason they don’t get started is they think the goal is important, but it’s not urgent enough to do now. So they have a “toward” pattern in that they want to move towards the goal, but nothing makes it happen right now.

There’s nothing that makes you do something right now like an emergency or something that’s urgent. So if you don’t get started on the goal that’s important to you, it’s because you haven’t figured out what you want to move “away from”.

Let’s just take an example that I’ve lived a few times and that is I decide I would have a new weight, a lower weight. So I set my weight goal and I start to move towards it. Why not? Well, what I need is an image in my head of what I don’t want to make it an emergency.

Instead I need to get up, and look in the mirror– before I get stressed and say, “Ack!” Now that’s an emergency, right? That will get me started on a new routine of walking and running and a new nutrition program, etc. But the problem with goals that you do because you want to move away from a problem, is if you go, “Ack! I don’t want to look like that. Ack! I don’t want to feel like that,” is you have a very strong motivation at the beginning, but it doesn’t hold.

So if you want to keep motivating yourself every day, you need to have something to move away from and something to move towards. So here’s another trick: if you’re trying to continue motivating yourself just by talking to yourself, it’s usually not strong enough. You need to create an image in your mind of both of what you don’t want and what you do want.

What you don’t want will push you away and what you do want will draw you towards your goal. So if you have both of those motivation types, “the away from” and the “toward”, that’s even stronger.

Want to learn more about these or other motivation triggers?�
Click here for my LAB Profile® Learning Program

Here are a couple of other tips. If you have a set process that you incorporate into your day, chances are you will remember to follow it. Particularly, if you have your “toward”, your “away from” and your “toward image”  set up so that you can move towards.

Now, how do you do that? Everybody has rituals. Put your new behavior or the thing you want to do inside one of the rituals or procedures that you already follow. So let’s say I’d like to take vitamins. Well, if I put the vitamins away in the cupboard, every morning I go and make my breakfast, I don’t even remember to take those vitamins.

I want this motivation thing to be easy. I don’t want to feel like I’m pushing a rock every day. So how do you do the vitamin thing in an easy way? Well, if you have tea or coffee in the morning, put the vitamins beside the kettle or in the teapot or in a coffee pot. When you see that, you’ll also see the vitamins much easier, no effort to remember.

The easiest way to have a new behavior and maintain it once you have the motivation pieces in place is to insert the new behavior inside a process or a procedure that you already do.

Would you like more information on how to get and keep motivated?
Click here  for my “Wishing, Wanting & Achieving” mini ebook – only $4.99 USD

If you are interested in booking me (Shelle Rose Charvet) for a presentation, keynote or workshop contact me at shelle@wordsthatchangeminds.com. Please visit my speaking page too.

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