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Articles by Kelley Robertson

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73 articles by Kelley Robertson · showing 23

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By Kelley RobertsonMay 8, 20061 topic

Are Your Policies Hurting Your Business?

A customerâs purchase is overcharged by $10.00. The store policy is clearâ¦ âNo cash refundsâ so the sales associate refuses to issue the refund even though the mistake was hers. The customer was told he would have to accept a store credit or wait for a cheque to be issued by head office.nnA customer wants to exchange a sale item she bought three hours earlier but the store policy states, âAll sales are final.â The employee adamantly refuses to exchange the item fo

Primary topic: Sales Training

897 views

By Kelley RobertsonApr 10, 20061 topic

Does Your Service Sell?

Smart business owners know that providing great service to their patrons is an essential ingredient to their overall success. They also recognize that without a certain level of revenue they will not stay in business. Unfortunately, many people think that selling and service are two distinct activities and mutually exclusive. So, where does the service part of the job end and where does selling begin in a retail store?nnI believe that service and selling work hand-in-hand to

Primary topic: Sales Training

862 views

By Kelley RobertsonMar 6, 20061 topic

Balancing the Scales

If youâre like most people you are probably working harder and longer than you used to. As a result, finding balance in todayâs fast-paced world is more difficult than ever before. Yet, a healthy balance has also never been more important. Here are a few strategies that can help:nn1. First and foremost, you must love what you do. We spend over a third of our life at work â doesnât it make sense to enjoy it? I learned many years ago that the more you enjoy your job or

Primary topic: Sales Training

875 views

By Kelley RobertsonFeb 1, 20061 topic

The Myth About Price

In todayâs competitive business environment, it often seems that the most important aspect of someoneâs buying decision is price. People constantly ask for lower prices, compare our prices with the competition, and badger us to give them a better deal. Regardless of what you sell, you probably face price objections on a regular basis.nnI will never dispute that price is a factor in every sale. However, it is seldom the primary factor. If price was the only reason people b

Primary topic: Sales Training

874 views

By Kelley RobertsonJan 10, 20061 topic

The Power of a Name

Remembering a customerâs name can improve your sales. However, people in my workshops often tell me that they have a difficult time remembering names. I sometimes think we tend to get too hung up on trying to recall a personâs name, especially if we have only met them once. Like anything else mental, the harder you try to remember someoneâs name, the more it will elude you. However, there are a few things you can do that will help;nn1. One of the most common tips is to

Primary topic: Sales Training

818 views

By Kelley RobertsonSep 30, 20051 topic

Characteristics of Successful Salespeople

What separates successful sales people from everyone else? I believe that most successful sales people, in virtually any industry, possess the following characteristics:nn1. They are persistent. Selling or running a business for a living requires a tremendous amount of persistence. Obstacles loom in front of us on a regular basis. But itâs what you do when faced with these barriers that will determine your level of success. I believe it was Brian Tracy who once said that a

Primary topic: Sales Training

896 views

By Kelley RobertsonAug 19, 20051 topic

Men Are From Mars

âMen are from Mars, Women are from Venus.â John Gray penned this phrase many years ago to help men and women communicate more effectively. Since this book was written, it has been determined that both genders not only communicate differently, they also buy differently too. Learning how to effectively sell to each gender can significantly improve your sales results and increase customer loyalty. Letâs start by comparing how men and women view the shopping process.nThe Sh

Primary topic: Sales Training

969 views

By Kelley RobertsonJun 30, 20051 topic

Donât Waste My Time!

Donât Waste My Time!nnMany participants in my programs ask how to deal with people who appear to be seeking information and nothing more. In many environments these individualâs are called time wasters. Time wasters come in every shape and form but they usually possess a few consistent characteristics â they ask a continuing stream of questions, take up loads of our time, and seldom end up buying anything.nnWhat is particularly interesting about these situations is that

Primary topic: Sales Training

1,043 views

By Kelley RobertsonJun 7, 20051 topic

Bite Your Tongue

Most people donât realize how powerful a negotiating tool silence is. I discovered exactly how effective as I recently observed someone discussing a deal with a prospective customer this past week. nnThe customer started describing his situation and after a few moments he paused â briefly. It was an opportune time for the sales person to make a comment or talk about her product and service. However, she remained silent, sensing that the customer had more to say. Her intui

Primary topic: Sales Training

843 views

By Kelley RobertsonApr 19, 20051 topic

Standing Above The Crowd

Standing Above The CrowdnnIn todayâs highly competitive business environment it is critical to find ways to separate yourself from the other companies who sell the same â or similar â product and/or service. Here are several strategies that can help you accomplish this:nnHelp your clients achieve their goals. Virtually every business person has specific goals they are striving to achieve. These can include everything from increasing their market share and sales, to redu

Primary topic: Sales Training

889 views

By Kelley RobertsonJan 13, 20051 topic

Sales professionals

âGet the sale at any cost.ânâMake more calls.ânâTell them what they want to hear.ânnSales professionals in virtually every industry are under tremendous pressure to close sales. It is not uncommon for them to hear comments similar to ones above from their sales manager, supervisor, or boss. But this approach does not create trust with customers and does not encourage repeat business or a lasting relationship. nnA more effective approach is to develop a partnering

Primary topic: Sales Training

898 views2/5 (1)

By Kelley RobertsonNov 15, 20041 topic

Voice Mail That Sells

As a business owner, I receive my share of sales calls in a given month. More often than not, Iâm away from my desk or out of the office which means I end up listening to the messages instead of speaking directly with the sales person. Here are a few of the common mistakes I notice and how you can correct them.nnMistake #1 â The message lacks focus or clarity. You are more likely to receive voice mail today than actually connect with the person you are trying to contact.

Primary topic: Sales Training

888 views

By Kelley RobertsonSep 30, 20041 topic

The Top 7 Sales Blunders

We all make mistakes when selling our product or service. Here are the most common mistakes people make. I have to admit I have made many of mistakes listed in this article even though I have been teaching this stuff for almost a decade. I hope you can learn from them.nn1. Allowing a prospect to lead the sales process. The best way to control the sales interaction is to ask questions. This is also the best way of learning whether or not your product or service meets the needs

Primary topic: Sales Training

924 views

By Kelley RobertsonMay 14, 20041 topic

Focus on a Trade - Not a Discount

Smart buyers will always ask for a better price. Unfortunately, too many sales people and business owners automatically think that reducing their price is the most effective way to respond to this request. nnHowever, negotiating is not always about price. Although price is a factor in virtually every sale it is not usually the primary or motivating factor. Everything you say and do from the first contact with a prospect affects the value of your product or service in their mi

Primary topic: Sales Training

758 views

By Kelley RobertsonMay 14, 20041 topic

Focus on a Trade - Not a Discount

Smart buyers will always ask for a better price. Unfortunately, too many sales people and business owners automatically think that reducing their price is the most effective way to respond to this request. nnHowever, negotiating is not always about price. Although price is a factor in virtually every sale it is not usually the primary or motivating factor. Everything you say and do from the first contact with a prospect affects the value of your product or service in their mi

Primary topic: Sales Training

764 views

By Kelley RobertsonMay 14, 20041 topic

Focus on a Trade - Not a Discount

Smart buyers will always ask for a better price. Unfortunately, too many sales people and business owners automatically think that reducing their price is the most effective way to respond to this request. nnHowever, negotiating is not always about price. Although price is a factor in virtually every sale it is not usually the primary or motivating factor. Everything you say and do from the first contact with a prospect affects the value of your product or service in their mi

Primary topic: Sales Training

908 views

By Kelley RobertsonMay 14, 20041 topic

Focus on a Trade - Not a Discount

Smart buyers will always ask for a better price. Unfortunately, too many sales people and business owners automatically think that reducing their price is the most effective way to respond to this request. nnHowever, negotiating is not always about price. Although price is a factor in virtually every sale it is not usually the primary or motivating factor. Everything you say and do from the first contact with a prospect affects the value of your product or service in their mi

Primary topic: Sales Training

733 views

By Kelley RobertsonMay 14, 20041 topic

Focus on a Trade - Not a Discount

Smart buyers will always ask for a better price. Unfortunately, too many sales people and business owners automatically think that reducing their price is the most effective way to respond to this request. nnHowever, negotiating is not always about price. Although price is a factor in virtually every sale it is not usually the primary or motivating factor. Everything you say and do from the first contact with a prospect affects the value of your product or service in their mi

Primary topic: Sales Training

705 views

By Kelley RobertsonApr 16, 20041 topic

Attracting New Business on a Shoestring Budget

In a recent marketing workshop I attended, I discovered that most business owners rely on just two or three strategies to attract new business. Even well-established companies tend to rely on one or two strategies. However, there is a multitude of ways to drive new business to your door. Here are a few:nnNetworking. Perhaps the most commonly used approach by small business owners. However, it is often poorly executed. Many people attend a networking function and take the wron

Primary topic: Sales Training

1,103 views3/5 (1)

By Kelley RobertsonFeb 19, 20041 topic

Maintaining Your Motivation

I recently spoke to a group of sales professionals at the end of their training conference. The attendees had participated in many learning sessions over a two day period â most of which were product related. I was scheduled to speak after dinner and I was somewhat concerned how attentive they would be by this time. nnFortunately, in the days preceding, the company had structured the entire program to create energy, excitement and to foster a sense of team enthusiasm. They

Primary topic: Sales Training

942 views3/5 (1)

By Kelley RobertsonDec 17, 20031 topic

Achieve More in 2004

Another year is upon us and if you are like most people you have hit the floor running without planning a clear objective for the upcoming year. However, top performing sales people make the time to establish clear targets. Setting goals is not a complicated process nor does it take a lot of time. Use the techniques listed below to help you achieve your targets.nn- Ensure each of your goals follows the SMART concept: Specific, Motivational, Action-oriented, Relevant to your s

Primary topic: Goal Setting

1,041 views3/5 (1)

By Kelley RobertsonSep 24, 20031 topic

Price isn't Everything

Many salespeople and business owners mistakenly think that negotiating is something you do near, or at the end of, the sales process, particularly when discussing price or term of the agreement.nnEffective negotiating, however, is a process that begins with your first contact with your customer or prospect. From the moment you make contact, the other person will evaluate the value of your product, service, or company. Here are strategies that will help you increase your value

Primary topic: Sales Training

1,130 views3/5 (1)

By Kelley RobertsonJul 9, 20031 topic

How to Profit From Networking

Sales are frequently developed through the relationships we have created with other people. Networking functions provide the opportunity to expand our contact list, particularly when we create and nurture quality relationships. It is not enough to visit a networking group, talk to dozens of people and gather as many business cards possible. However, every networking function has tremendous potential for new business leads. Here are five strategies to make networking profitabl

Primary topic: Sales Training

1,324 views3/5 (1)

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