How we change what others think, feel, believe and do
The Heart of Sales
Guest articles > The Heart of Sales
by: Sharon Drew Morgen
Sales, the most manipulative and greed-filled of our business practices, could easily become a spiritual practice – and bring in far more revenue. But I’m getting ahead of myself. For decades, I have been a proponent of, and keynoter in the field of, Spirituality in the Workplace. In my work life, I have focused on the sales profession, as I believe (as the very foundation of business), it offers the capability of making each person, each interaction, and each company, based on true service.
Unfortunately, with the focus on profit, solution placement, timelines, and commissions, the potential for true servant-leadership has been overlooked. Indeed, it’s possible to make money AND make nice.
SELLING AND SERVING
The sales job focuses on needs assessment and solution placement. Of course this is necessary – but only as the final stage of issues buyers have to address. Sales overlooks the off-line, behind-the-scenes decision issues that buyers must face privately before they get the buy-in to make a purchase.
But this is where the true servant-leader connection is: imagine having the capability to serve folks by first helping them discover all of the internal, values-based decision issues they must address, and being a support for them in the process. And once this is done (and it makes the sales process about 600% more efficient), then we can sell.
But we can’t continue to use our positions merely to influence others. Let’s look at what we’ve been doing until now.
Sellers, unfortunately, have a belief that if by offering the right data, in the right way, to the right demographic, or use the right incentives/push/pitch/influence, that people will buy, or acquiesce, or agree. Yup: I’ve got the important data that you need - now let me tell you about it and explain to you why you need it.
But that premise is false: sales only close 7% of prospects. And that’s an average. Why doesn’t this model work? Because it’s based on information push, and ignores the underlying values that people must match before they are willing to buy anything.
People don’t make decisions based on data: all decisions are made according to our internal values/criteria/beliefs (There is no such thing as an emotional decision, even if it looks that way to an outsider.). We do not choose to do something that goes against our values, so all behavior is a rendition of our beliefs in action, even thought it might be unconscious.
When we create data-driven vehicles for marketing and sales, we have no idea if the mode, the message, the presentation, or the actual verbiage, go against someone’s internal criteria. As a result, we have no idea how our message will be received. That means, we’re either lucky or we’re unlucky. Bad odds: with the best solution in the world, we are dependent on luck for our results. Not to mention that we are missing opportunities to connect with, and serve, another person.
THERE IS A WAY TO INFLUENCE WITH INTEGRITY
But there is a way to help buyers discover how to make the decisions and manage the change (and every purchase – indeed every decision – is a change management issue) by using their own values.
It’s possible to help buyers:
Buyers need to accomplish all of these things anyway, with us or without us. Sellers sit and wait while they do them. We can continue to wait to make a sale, or become a true Servant Leader and lead our buyers through these decision points. It’s not sales – it’s change management – but it will afford an opportunity to serve, and buyers will fold the seller in to the decision, with no objections.
I’ve developed a new type of question (Facilitative Question) to help people uncover their unconscious criteria to make new decisions, or re-weight old beliefs. It works alongside my Buying Facilitation™ model as a decision facilitation tool to manage change. Questions like:
How would you know when it was time to add a new skill set to the ones you’re already using successfully?
What would you need to trust to recognize that by facilitating buying decisions and entering the buying journey earlier that you can close more deals and make more money?
How would you know that adding a change management skill set would be good for business, and enable a true collaboration of trust and respect?
Until or unless people choose to reconsider all of the elements within their status quo, and can find a way forward that doesn’t disrupt their status quo irreparably, they will do nothing.
Start the buyer/seller relationship by helping buyers manage the idiosyncratic decision issues they must address internally. Then, once they’ve determined their route, you can sell. It’s a good way to help people get to the very core, the very heart of the matter and create real change. And it gives us the opportunity to truly serve by leading the change.
Check out Sharon Drew Morgen's new book: Dirty Little Secrets: why buyers can’t buy and sellers can’t sell and what you can do about it.
Or consider purchasing the bundle: Dirty Little Secrets plus my last book Buying Facilitation®: the new way to sell that influences and expands decisions. These books were written to be read together, as they offer the full complement of concepts to help you learn and understand Buying Facilitation® - the new skill set that gives you the ability to lead buyers through their buying decisions.
Contributor: Sharon Drew Morgen
Published here on: 02-Jan-11