The Telemarketer from “Hell”!

Posted by: admin  :  Category: Sales

Yesterday my wife returned from work with an “interesting experience” or more like an “irritating experience” from a Telemarketer. She received one of those calls from a “female voice” that tried to sell her a hotel discount card with all its perks (you know the ones with the one day free stay, discounts from F&B, etc.). Now, you may be wondering why I said, “female voice”…..well, it was simply because she spoke so fast with so much  information being “vomited” at lightning speed that my wife could hardly get her name! In fact my wife didn’t have the opportunity to put in a word before the pitch came, “So, don’t you think that this is a good offer? Do you like be a proud owner of our prestigious…………card?” You can guess my wife’s answer to that question!    

 

Most of us have received calls from such “Telemarketers from “Hell”! The question is: Who trained them? Did they attend some kind of “speed therapy” clinic that taught them to speak super fast with a mono tone voice like R2 D2? (In fact R2D2 has better tone fluctuations!)  Do they think that if they speak fast enough to the customer with an avalanche of information, without giving them a chance to speak, the customer will fall into a “trance” and just yes?  Hell no! Truth be told, this is one way you’ll never influence customers!

 

While Telemarketers have a set quota of customers they have to call everyday, are given a “magic” scrip with influential words like “free”, “discount”, “one time offer”, “value for money”, “privileged owner” , “ limited to our first 50 purchases only”, and have to run the “gauntlet of the law of averages” ( example: for every 10 calls you’ll get one buyer), they may just stand a better chance of increasing their odds of conversion by simply slowing down and listening to the customer and allowing them to name their needs,  even if it is a “No, I already have one” need. At least that will save them some time and energy to get to the ones who are interested!

 

As a rule of thumb, the logics of sales have TWO GOLDEN RULES:

 

  1. Customers will only buy for their OWN REASON and not for the “solution, features & benefits” sold to them by the sales agent or for the sales agents own unconscious needs (i.e. wanting to close the sale to meet a quota, having a desperate need to get a new product out to the market, etc.)     

  2. And to be able to practice golden rule number one, you have to LISTEN to the customers and ALLOW them to speak.    

         

It is from these two GOLDEN RULES that all the other techniques and skills of sales follow. Sounds simple enough? Yes, but very few practice these two rules with optimum skill and consistency! If you are not FIRST listening and allowing customers to voice their needs and only then “FRAMING” these needs with the benefits, advantages and features of your product, you’ll not be meeting “needs” and providing solutions. You may just be doing the opposite, becoming a problem to the customer! And if you are not doing the above, forget about your fancy “influential words”, scripts, tag lines and “smooth, speed talking” abilities!   

 

So learn to build your opportunity on the foundational GOLDEN RULES of sales and you may just get to your pot of gold sooner rather than spending unnecessary time in the “hell” of aimless and unproductive sales activity!   

 

 

Stay committed to transcending, transforming and transferring value back to your world!

 

Conrad Rozario is the founder of Alchemy Resources. He has more than 14 years experience in Sales, Marketing, Business Management and Talent Development. He holds a MBA from Gordon University, Illinois, is a Master Practitioner in Neuro Semantics and NLP (ISNS, USA), a Language and Behavior Profiling for Coaching Practitioner.  You can follow Conrad on facebook!

Time travel & “Self Check In”

Posted by: admin  :  Category: Personal Development

Here we go again, another by election! In the history of Malaysian politics, this period must mark itself at the period with most by-elections! Ok, let’s get to this weeks topic: time traveling!

 

Yeah, this time Conrad is out of his mind…..you may be thinking. Though I have been told such things before, just ask my mother, I reckon that this time I am still sane. Time travelling is something we have all done before, haven’t we? Remember the time you allowed your consciousness to travel back in time to the occasion where you met your wife for the first time? How gorgeous she looked, the expressions that you wore, the smile and feelings that you felt? Where were you when you had these thoughts? That’s right, you were in your own time capsule, and you checked in yourself, enjoyed the ride (hopefully!) and then returned to the now consciousness, feeling a little different.

 

In any given time, we can be in 3 places…past, future and the present. Of this three, only the present is actually happening now! Some folks are “past orientated” – they love the “good old days”. Others are future orientated, always talking about their hope, dreams, where they want to be and the “pot of gold” at the end of the rainbow. Others are present orientated; they live in the present, experiencing life in the now, “living for today”.

 

Time and “time travel” are concepts of the mind that are “real”. We can do a “self check in” at any time and to go for a tour of the past or to the possibilities of the future. This can have a tremendous impact on the quality of your life in the now, in the choices and decisions you make and in enhancing or ruining your state. Hence, the whole field of study called “time – line” in Neuro Semantics and NLP, which we will not discuss here.

 

What I want to talk about here is when others choose to take you on a time travel, without your consent, manipulating the opinions of others about you through it and leaving you all knotted up!  For example the current by election between two candidates from two major parties that dislike each other. In an article from a major daily a few day ago, it mentioned that “the past has finally caught up” with Mr. Z. They mentioned some of the things he did years ago, that he drank, and then placed an invisible “question mark” on his character.

 

The intended out come: get as many on board on this “time capsule” tour of another person’s life, state some occurrences (negative ones in this instance), label it and then leave the scene, leaving audience with a proposed filter to look at the person with different “eyes” to impact the outcome of the now – the coming elections. Even if the person has “come to terms” with his stuff (and all of us have “stuff”, it’s the condition of the human race, we make mistake and learn from them and teach the young about them), made amends and is living righteous, the intention is to cause doubts, raise questions and influence opinions.

 

Time –traveling, when done with positive intent and with “self check in”, can offer one wisdom, lessons and insights to navigate the now to new destinations and improve its quality. It can be used to offer others lessons, empathize, be compassionate, supportive, etc. You can also use it to “self sabotage” by recalling all your mistakes you have made and going down on yourself endlessly!  On the other hand, it can be used by others to influence their opinion towards you in either a positive of negative way. That’s the power of time – travelling. It is when others do it for you, recall “stuff” that is in the past to unsettle you, you’ll need the meta awareness to remain in the now, to acknowledge and to move on with you game plan of living your now with your own vision and meaning, regardless! 

 

People use “time – travel” in all fields; sales, marketing, in the practice of law, in planning, relationships, politics, etc. The question is, do you want to use it to positively influence others or to negatively influence them? To bind people or to set them free?

More on “time – travel” and time line in articles to come! 

                                  

 

Stay committed to transcending, transforming and transferring value back to your world!

 

Conrad Rozario is the founder of Alchemy Resources. He has more than 14 years experience in Sales, Marketing, Business Management and Talent Development. He holds a MBA from Gordon University, Illinois, is a Master Practitioner in Neuro Semantics and NLP (ISNS, USA), a Language and Behavior Profiling for Coaching Practitioner.  You can follow Conrad on facebook!

The “Red Shirt” Radical Marketing Principle

Posted by: admin  :  Category: Sales

The last time I heard from CNN this morning, the Thai Government were making arrangements for another assault on the “Red Shirt” demonstrators to disperse them as well as to invite them back to the negotiation table. While I have no intention to be political or take sides on such matters, nonetheless, I can’t help but see in the “Red Shirt” movement a key principle of “radical” marketing that all of us can learn from.  

 

In case you have not noticed, the “Red Shirt” movement has endeared to itself a massive flood of followers, the sympathy of the neutrals as well as their opponents, the attention of the global community as well as the world wide media. Hey, we are talking of “breaking news” stuff here! Almost any person who reads the newspapers today would know about the “Red Shirts” movement, know something about its cause, have an opinion about it, is watching its developments and hence are “involved”. And all this took place in the period of more than a month, that’s it. During this short period of time, the “Red Shirt” movement has become a globally “recognized” phenomenon.

 

Now, wouldn’t it be simply “out of this world” if our business, product, service, company, brand, etc. got the same kind of attention and recognition? Is this possible? The odds of achieving this would greatly increase if we learn one of the lessons of “radical marketing” from them “Red Shirt” movement. 

 

Have a “meta cause”, not just a product “need category”.

 

Most schools of marketing would call this creating your “need category”. A need is something that a person can’t do without. That’s good enough….you may be thinking. Yes, but it is one dimensional. A “meta cause” on the other hand is a need and more; a meta cause passionately influences and induces involvement, contribution, loyalty and commitment not just of a minority but the majority!

 

The “Red Shirt” “meta cause was and is democracy in a country know as the “land of the free”, to a people who have never been subjected to foreign rule, who valued freedom and who felt that they were loosing their “voice” and their “political will to choose and enjoy a governance that served their needs for fairness, economic well being and political legitimacy. This is a multi dimensional META CAUSE since it involves not just one need, of economic well being, but the whole ecology of the nation, society, politics, the constitution, the integrity of their nationhood for the present and future and it involved the masses. Hence the emergence of a “meta cause”!   

 

 

It passionately induced action and involvement; people came out of their villages, quit jobs and left families to be involved. We could say that this was their “purchase decision”, a decision of necessity for them. It led them to contribution; those involved in the cause became its evangelist” to others, advertising and marketing their cause through word of mouth, one of most powerful medium of sales and marketing. They just had to tell others of the benefits of this cause; it was something that everyone needed. This caused many more to join the meta cause, creating an avalanche of “buy –ins” and an increase in “sales”. Finally, it induced loyalty and commitment; the power ofmeta cause branding”! They believed in the cause even to the point of being harassed and even death for some. If it was just a need, perhaps at the point of inconvenience and hardship, many would have left. Just like the normal consumer, in the event the brand we are looking for is out of stock, we just switch brands or quit using the product simply because it met a one dimensional need or want which could be substituted.              

 

Is creating a “meta cause” possible, you may ask? Yes, I know of folks, who only allow a certain kind of petrol into the tanks of their cars no matter what, who stick to certain brands of medication or skin care products no matter what, who religiously drink a certain coffee every day no matter what and who are evangelist of these products, are committed and loyal to the brand, no matter what! No compromise. For them these global brands have became embalms, symbols or metaphors of their personhood, values, habits, social standing, status, taste, physiological and emotional landscapes. It is no longer just petrol, skin care or coffee anymore, it is not just a cause….it’s a “meta cause.” That’s radical marketing!   

 

So what’s the take home? Meta Cause versus Need….. meta cause always wins. A meta cause brings with it multidimensional needs that goes beyond single dimensional consumerism, it is about meaning, its about values, its about semantics that engages the whole person!  Just ask Barak Obama…the architect of the “meta cause of “change we can believe in” that engaged the majority in a multi dimensional way and brought him to the white house!     

 

Stay committed to transcending, transforming and transferring value back to your world!

 

 

Conrad Rozario is the founder of Alchemy Resources. He has more than 14 years experience in Sales, Marketing, Business Management and Talent Development. He holds a MBA from Gordon University, Illinois, is a Master Practitioner in Neuro Semantics and NLP (ISNS, USA), a Language and Behavior  Profiling for Coaching Practitioner.  You can follow Conrad on facebook!

The New Balance Experience

Posted by: admin  :  Category: Sales

When was the last time you had an enjoyable buying experience? One where you experienced the “human touch” of kindness and care?  

 

For some of us, this experience hardly comes around…in fact we may have even grown cynical of such service. The typical Malaysian buying experience follows a simple formula: go the shop, look for the product that you want yourself, read the label and try to answer any questions you may have about the product yourself ( make a guess if you like), proceed to the pay out counter, pay for your product and then leave. If you receive anything extras, like a thank you or welcome, etc, consider it a bonus!

 

By the way in case you have not noticed, many shops today hire parrots to do their sales work, they automatically shout at you “Good morning sir, welcome to ……..” when you walk into the shop without giving you any eye contact, smile and with a tone of voice which betrays the greeting! In short, words minus real and genuine engagement, rapport and connection!  

 

I had just such an experience lately. My wife and I went hunting for a pair of new joggers and we ended up at the New Balance boutique. We were greeted by a very ordinary looking middle aged lady with a pair of huge 70’s looking glasses and who spoke with a speech impediment. Ok, what happened next blew me away! She engaged us by asking what we were looking for, recommended some models, answered our questions, brought us our tracks to try on in trios (meaning in one size larger and one size smaller, in case it did not fit!), made small talk with us, laughed at my jokes, recommended other products and then thanked us with a genuineness that we had hardly felt for a long time! Wow! That’s service! We bought two pairs of tracks from her!

 

Immediately after that we found ourselves at a well known supplement store, GN…., where I asked the sales staff, a sweet and good looking young lady dressed in fitting uniforms, about a new product they were carrying and guess what happened……. nothing!

 

 

First she said that it was a new product, which I had already knew and mentioned to her, she then read the label to me, which I had already done myself, and then she did the “Houdini Sales Act”, she said, “Please hold on and I will get you something to read about it,” and never really returned! She was “busy looking busy” looking for something which I knew she did not have. So I walked up to her and thanked her and said that I will look the product up myself from the net and walked away. Almost instantly my wife and I felt the difference in service……the “sweet young thing was just a sweet young thing” with no substance, from the sales and customer service point of view. Did I mention that she did not even greet us or thank us as we left? No she did not!

 

Look, having great products is good but not good enough! Customers are human persons and the sooner we realize that the sales process is a 12 letter word, a “RELATIONSHIP”, the better. Engaging the customer, building rapport, pacing, mirroring and connecting is essential! Framing the need and solution in a right way is the next critical process with has to be followed up with a “win – win” meta close, where the need is met or problem solved and acknowledged by the customer. This couple with the traditional Malaysian values of respect, politeness and care can make the Malaysian buying experience globally recognized!           

 

Stay committed to transcending, transforming and transferring value back to your world!

 

Conrad Rozario is the founder of Alchemy Resources. He has more than 14 years experience in Sales, Marketing, Business Management and Talent Development. He holds a MBA from Gordon University, Illinois, is a Master Practitioner in Neuro Semantics and NLP (ISNS, USA), a Language and Behavior  Profiling for Coaching Practitioner.  You can follow Conrad on facebook!

The Worm Challenge!

Posted by: admin  :  Category: Neuro Semantics

Last Thursday, I was assisting colleagues in an outdoor training experience which required participants to eat worms! (Yeah, I bet that right now your mind is racing to one of the “Fear Factor” episodes on AXN!). As you can guess, it was a fun experience……for me the facilitator and a dysfunctional one for most participants! 

 

There we 3 basic kinds of folks attempting this challenge. The first ones were the fearless ones….with a “give me anything and I will eat it” attitude….”banzai”, let’s do this! The second were the ones who were fearful, tearful, and terrified and yet did it with the support from their teammates (I suspect some of them may need therapy later…) and the last group of participants were the ones who just refused to do it…”no way in hell” am I gonna eat this stuff!

 

This above scenario was to be expected, nothing new…except for one particular group that caught my attention…they were the ones who were practicing Neuro Semantics/ NLP without even realizing it, and experienced it power of transformation! Let me explain what happened…..

 

After I had briefed this team leader on the challenge, he went back to his group, who were looking nervous (as they could see the worms and other participants eating them), and said, “Guys, they are only worms!Wham! What a frame, a reframe in fact, which put the whole team in a fearless trance! They are only worms….yeah! Just worms….lets just do this and move on to the next challenge! They were the fastest team at this challenge and everyone just ate the worms like they were pop corn! In fact they grew from strength to strength as each one who completed the challenge reinforced the frame…”only worms” to the others!

 

The power of frames! Frames are higher levels of perceptions that involve beliefs, values, meanings which govern how we see and respond to things outside us. They govern our internal maps of the world, our internal GPS! If we set a fearful frame like, “Oh those worms look and smell awful! This is inhuman!” well, you can guess what movies will be running in our heads and the feelings that will accompany them! 

 

Now if the frame is, “Guys, they are only worms!” imagine the change, the positive and powerful trance it can invoke in folks!  BANZAI!

 

The lesson, learn how to frame and reframe! Be it in your personal life or in work…..especially in sales, learn and use the power of Meta Framing! Stay tuned for more insights on the power of framing in coming articles!

 

Stay committed to transcending, transforming and transferring value back to your world!

 

 

Conrad Rozario is the founder of Alchemy Resources. He has more than 14 years experience in Sales, Marketing, Business Management and Talent Development. He holds a MBA from Gordon University, Illinois, is a Master Practitioner in Neuro Semantics and NLP (ISNS, USA), a Language and Behavior  Profiling for Coaching Practitioner.  You can follow Conrad on facebook!