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Rapport- building is not the same as socializing or getting into long unrelated conversations.|Rapport- building is not the same as socializing or getting into long unrelated conversations.
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Some people think that the best way to establish rapport is to have a little social interaction and to try and find out some|Some people think that the best way to establish rapport is to have a little social interaction and to try and find out some
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common areas of interest.|common areas of interest.
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I must say that common interests can certainly be helpful, but many a time,|I must say that common interests can certainly be helpful, but many a time,
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salespeople get carried away and overdo the socializing bit to the point of inconveniencing or irritating the prospect.|salespeople get carried away and overdo the socializing bit to the point of inconveniencing or irritating the prospect.
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Be careful with your socializing. If your prospect wants to talk of something other than business, make sure you don’t ignore him.|Be careful with your socializing. If your prospect wants to talk of something other than business, make sure you don’t ignore him.
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Be courteous, answer and then ensure that you get back to your business discussion.|Be courteous, answer and then ensure that you get back to your business discussion.
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PLEASING PERSONALITY: Rapport-building could mean a sincere compliment or a positive statement.|PLEASING PERSONALITY: Rapport-building could mean a sincere compliment or a positive statement.
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For example|For example
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if you appreciate the decor, a statement of this nature by the salesperson may be appropriate - ‘I must say this office is very tastefully done.’|if you appreciate the decor, a statement of this nature by the salesperson may be appropriate - ‘I must say this office is very tastefully done.’
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The most important thing here is sincerity.|The most important thing here is sincerity.
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The key is to appreciate only if you are sincere.|The key is to appreciate only if you are sincere.
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Don’t make insincere statements as people can sense falsehood.|Don’t make insincere statements as people can sense falsehood.
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Rapport-building leads to a trusting relationship and a feeling of comfort,|Rapport-building leads to a trusting relationship and a feeling of comfort,
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eventually resulting in sales.|eventually resulting in sales.
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Chapter Eight Selling is a Rejection Business|Chapter Eight Selling is a Rejection Business
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CARDINAL RULE: the greatest person in the world cannot sell hundred percent the worst one might sell one percent by default.|CARDINAL RULE: the greatest person in the world cannot sell hundred percent the worst one might sell one percent by default.
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THE LAW OF AVERAGES Success is not measured by how high we go up in life,|THE LAW OF AVERAGES Success is not measured by how high we go up in life,
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but how many times we bounce back after we fall down.|but how many times we bounce back after we fall down.
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One should keep in mind that even the best salesperson in the world cannot sell to hundred per cent of his prospects|One should keep in mind that even the best salesperson in the world cannot sell to hundred per cent of his prospects
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and the worst salesperson may sell to one per cent by default.|and the worst salesperson may sell to one per cent by default.
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A sale made by default is not called selling, it is called peddling.|A sale made by default is not called selling, it is called peddling.
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In the selling profession, there are more rejections than acceptances.|In the selling profession, there are more rejections than acceptances.
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To the amateur salesperson, rejection becomes very stressful and he is unable to handle it.|To the amateur salesperson, rejection becomes very stressful and he is unable to handle it.
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This is because he takes the rejection personally. It lowers his self-esteem resulting in demotivation and inaction.|This is because he takes the rejection personally. It lowers his self-esteem resulting in demotivation and inaction.
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He doesn’t realize that possibly his product or company is being rejected|He doesn’t realize that possibly his product or company is being rejected
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or that the customer may not want to buy at that particular time.|or that the customer may not want to buy at that particular time.
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Just because a person has said no to buying your product today, he is not saying that he will never buy it in the future.|Just because a person has said no to buying your product today, he is not saying that he will never buy it in the future.
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It is nothing personal. An exception could be when a salesperson’s discourteous behavior to a customer|It is nothing personal. An exception could be when a salesperson’s discourteous behavior to a customer
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may lead to total rejection of the product.|may lead to total rejection of the product.
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When I started in the insurance industry, my manager taught me ‘the law of averages’.|When I started in the insurance industry, my manager taught me ‘the law of averages’.
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During my training he told me that I would have to make about one hundred and fifty calls in order to speak to about fifty decision- makers, with|During my training he told me that I would have to make about one hundred and fifty calls in order to speak to about fifty decision- makers, with
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the others being unavailable for some reason or the other.|the others being unavailable for some reason or the other.
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If I spoke to fifty people, I would end up with twelve appointments to see prospects face-to-face, to whom I could make presentations to sell life insurance.|If I spoke to fifty people, I would end up with twelve appointments to see prospects face-to-face, to whom I could make presentations to sell life insurance.
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These appointments were always made one week in advance.|These appointments were always made one week in advance.
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If I had twelve appointments lined up, two might get cancelled at the last minute and I would end up making ten presentations.|If I had twelve appointments lined up, two might get cancelled at the last minute and I would end up making ten presentations.
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If I made ten presentations and if I was an ineffective salesperson, I might sell one.|If I made ten presentations and if I was an ineffective salesperson, I might sell one.
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If I was an average, I would end up selling two,|If I was an average, I would end up selling two,
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but if I was good I might end up selling three or four and if I was excellent, I would sell five or six.|but if I was good I might end up selling three or four and if I was excellent, I would sell five or six.
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The objective of the good salesperson is to raise their average from good to excellent and|The objective of the good salesperson is to raise their average from good to excellent and
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that’s what makes Michael Jordan or Sachin Tendulkar the superstars they are.|that’s what makes Michael Jordan or Sachin Tendulkar the superstars they are.
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‘The law of averages’ can be explained by the risk-and-reward ratio.|‘The law of averages’ can be explained by the risk-and-reward ratio.
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If the prospect feels the risk is greater than the reward (trust) in dealing with you, your chances of closing the sale go down.|If the prospect feels the risk is greater than the reward (trust) in dealing with you, your chances of closing the sale go down.
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If the rewards (trust) are greater than the risk for the prospect,|If the rewards (trust) are greater than the risk for the prospect,
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Your probability of closing the sale is higher.|Your probability of closing the sale is higher.
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Our objective is really to reduce the risk factor and increase the reward trust factor, which will raise our closing ratio and improve our average.|Our objective is really to reduce the risk factor and increase the reward trust factor, which will raise our closing ratio and improve our average.
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Just as a prospect considers the risk-and-reward ratio,|Just as a prospect considers the risk-and-reward ratio,
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a salesperson also faces the risk of rejection every time he makes a call.|a salesperson also faces the risk of rejection every time he makes a call.
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If he focuses on the reward, his chances of remaining motivated are higher,|If he focuses on the reward, his chances of remaining motivated are higher,
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because let’s face it, every rejection does hurt our self-esteem. Rejection can be intimidating and shake the confidence of even a seasoned salesperson.|because let’s face it, every rejection does hurt our self-esteem. Rejection can be intimidating and shake the confidence of even a seasoned salesperson.
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FEAR OF FAILURE|FEAR OF FAILURE
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Negative emotions like fear and anger are internal battles that drain us of our energy.|Negative emotions like fear and anger are internal battles that drain us of our energy.
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Fear of failure is worse than failure itself.|Fear of failure is worse than failure itself.
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In fact, it drags a person to failure. Self-doubt gives one a feeling of depression and uncertainty.|In fact, it drags a person to failure. Self-doubt gives one a feeling of depression and uncertainty.
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Whether the prospect will buy from me or not is a question that might be constantly nagging the mind of a salesperson.|Whether the prospect will buy from me or not is a question that might be constantly nagging the mind of a salesperson.
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Failure leads to more failures|Failure leads to more failures
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because with every failure, a person’s self-esteem goes down and it becomes easy to fail the next time.|because with every failure, a person’s self-esteem goes down and it becomes easy to fail the next time.
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Soon, this salesperson starts blaming the whole world for his failure.|Soon, this salesperson starts blaming the whole world for his failure.
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everything except himself.|everything except himself.
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Negative people are driven and controlled by fear. The sad part is that most of the time the fear may be imaginary.|Negative people are driven and controlled by fear. The sad part is that most of the time the fear may be imaginary.
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Real fear ought to and can be addressed.|Real fear ought to and can be addressed.
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What is required is changing one’s self-image. The moment a person does that, his life takes a different turn.|What is required is changing one’s self-image. The moment a person does that, his life takes a different turn.
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Now, he starts understanding that in the same territory,|Now, he starts understanding that in the same territory,
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with the same product and under the same circumstances there are some people who break records while others break themselves.|with the same product and under the same circumstances there are some people who break records while others break themselves.
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Fear of failure leads to expectancy of failure.|Fear of failure leads to expectancy of failure.
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When people attempt something with a negative expectation, they start half-heartedly and end up failing.|When people attempt something with a negative expectation, they start half-heartedly and end up failing.
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They then say, ‘Didn’t I tell you, I wouldn't be able to do it and see, I couldn't do it.”|They then say, ‘Didn’t I tell you, I wouldn't be able to do it and see, I couldn't do it.”
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They prove themselves right. Failure becomes a self-fulfilling prophecy.|They prove themselves right. Failure becomes a self-fulfilling prophecy.
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LOW SELF-ESTEEM:|LOW SELF-ESTEEM:
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The straight and sure-shot path to self-respect and confidence is having integrity and honesty.|The straight and sure-shot path to self-respect and confidence is having integrity and honesty.
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Honesty is displayed when a person is in the habit of telling the truth.|Honesty is displayed when a person is in the habit of telling the truth.
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Unfair and unjust dealings carry a price tag that eventually has to be paid by the dishonest person.|Unfair and unjust dealings carry a price tag that eventually has to be paid by the dishonest person.
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A good principle to live by is honesty and fairness to yourself and others in all dealings.|A good principle to live by is honesty and fairness to yourself and others in all dealings.
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Honesty is a virtue, not a policy. It is a way of life.|Honesty is a virtue, not a policy. It is a way of life.
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Virtues represent purity and integrity of thoughts and actions.|Virtues represent purity and integrity of thoughts and actions.
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Therefore, a person who lives with honesty and integrity will always have high self-esteem.|Therefore, a person who lives with honesty and integrity will always have high self-esteem.
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and can consequently make an excellent career in sales.|and can consequently make an excellent career in sales.
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WHY DO SALESPEOPLE FAIL? IS SUCCESS REALLY A MATTER OF LUCK?|WHY DO SALESPEOPLE FAIL? IS SUCCESS REALLY A MATTER OF LUCK?
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“Success is merely a matter of luck ask any failure.’ - ANONYMOUS|“Success is merely a matter of luck ask any failure.’ - ANONYMOUS
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To amateurs, meeting targets and deadlines is stressful and demotivating instead of motivating.|To amateurs, meeting targets and deadlines is stressful and demotivating instead of motivating.
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They develop an escapist behavior|They develop an escapist behavior
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and could start negative habits like drinking and smoking in order to get away from commitment.|and could start negative habits like drinking and smoking in order to get away from commitment.
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They could look for artificial ways of relaxation. They would then try to practice high pressure and manipulative tactics to make a sale,|They could look for artificial ways of relaxation. They would then try to practice high pressure and manipulative tactics to make a sale,
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which could easily backfire.|which could easily backfire.
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To some, the profession is like a war to be won; some look at the prospect as a scapegoat; and for some, getting rejected is very stressful to handle.|To some, the profession is like a war to be won; some look at the prospect as a scapegoat; and for some, getting rejected is very stressful to handle.
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Hence, with this attitude, they burn out.|Hence, with this attitude, they burn out.
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Bad salespeople are always on the verge of quitting the company or waiting to be asked to leave the company.|Bad salespeople are always on the verge of quitting the company or waiting to be asked to leave the company.
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The average ones maintain their jobs and the good ones make a living, but the|The average ones maintain their jobs and the good ones make a living, but the
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excellent ones make a career and a killing.The eighty-twenty principle applies pretty much across the board in most organizations -|excellent ones make a career and a killing.The eighty-twenty principle applies pretty much across the board in most organizations -
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Twenty per cent of people produce eighty per cent of the sales|Twenty per cent of people produce eighty per cent of the sales
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and their income is approximately sixteen times greater than the bottom eighty per cent.|and their income is approximately sixteen times greater than the bottom eighty per cent.
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Winners do things in spite of problems, and losers permanently rationalize in life and make excuses.|Winners do things in spite of problems, and losers permanently rationalize in life and make excuses.
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They are the moaners, groaners and complainers. They always wait for things to happen, they never make things happen.|They are the moaners, groaners and complainers. They always wait for things to happen, they never make things happen.
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They are the ones who come in the morning and say, ‘I just came in, let me get settled.’|They are the ones who come in the morning and say, ‘I just came in, let me get settled.’
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After half an hour of settling, they say, ‘I need a cup of tea to wake up’|After half an hour of settling, they say, ‘I need a cup of tea to wake up’
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That brings them to around eleven a.m.and one-fourth of the day is lost with zero output At this point they say, ‘Let me get to work and catch up now.’|That brings them to around eleven a.m.and one-fourth of the day is lost with zero output At this point they say, ‘Let me get to work and catch up now.’
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‘What is the point of calling at this time? It is lunch time and if I call, nobody will be there.”|‘What is the point of calling at this time? It is lunch time and if I call, nobody will be there.”
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They then go for lunch themselves they wait till two p.m and then say to themselves,|They then go for lunch themselves they wait till two p.m and then say to themselves,
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‘People must be busy with their work and who is going to talk to me.’|‘People must be busy with their work and who is going to talk to me.’
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They shuffle papers and keep disturbing others in the office.|They shuffle papers and keep disturbing others in the office.
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