When the Buyers is Saying Bad Things . . . it is a Good Thing . . . for YOU by Kordell Norton Your buyer calls in a panic. They were about commit to huge amounts of business, but are now asking for last minute concessions, extra conditions, better pricing . . . or else. What was a solid sale, now looks shaky. What happened? As sales people become more conversant in consultative selling, an advanced selling skill that is often helpful is to understand the psychological processes that the buyer is going through. Several years ago, Xerox did research
Continue Reading
Posts by Kordell Norton
Are YOU Happy? . . . my conversation with Alex Trebek
It took a minute because he was out of place, at least in my mind. After I sat down, I looked at the row of seats opposite mine in the airport gate area. There in front of me was Alex Trebek of Jeopardy fame. He had a slight warm smile as our eyes met. (I have since learned that he is worth about $45 million so he should be smiling. . . no?) I asked him. “May I ask you a question?” “Sure.” “Do you ever get tired of your celebrity? Are you happy with what you are doing?” Alex
Continue Reading
What YOUR Competition Does NOT Want YOU To Know About
It is called Sub Rosa. You need to be aware of this term. It could sneak up on you. Consider some recent news stories. · The recruiting of Sales and Marketing Executives has found new levels of attention and activity by Executive Head Hunters (Wall Street Journal) · Restaurant Sales are way up over last year (USA Today) · Victoria Secret’s new Miraculous Bra is expected to show great sales in 2010 signaling a time when women are ready to spend on themselves again. (NY Times) The economy is coming back (no surprise) and when that happens the focus
Continue Reading
They Squeak when you bite them.
It was an awards dinner and the table talk turned to what is unique about Canada. I was in Ottowa, where I was speaking to the Chamber of Commerce Executives of Canada. What a absolutely beautiful city. Cosmopolitan, very European in fee. Of course you put a bunch of Chamber of Commerce people together and the fun meter kicks up about 5 clicks. “We Canadians are a humble lot,” said one of my table mates. “We apologize for everything . . . sorry about that.” Now that is funny. Then another volunteered that Poutine is unique to Canada. What? Poutine.
Continue Reading
The 10 Commandments of How to Handle Angry Customers
The 10 Commandments of Angry Customers By Kordell Norton I – Thou Shalt Assume That Thy Customer Has Rights . . . Including Anger Every decision is made by its decision maker. That person may not be the smartest, most qualified, or the right person to be making the decision . . . but it is still their decision. It is our job to persuade them as much as we can to make the right decision, or in our favor if that is the case. That decision maker has the title of CUSTOMER. If they don’t make it in our
Continue Reading
Only a professional speaker would find something good in having their car stolen
“Dad, my car got stolen,” the words coming fast and in panic from his cell phone. My home-bound college student had just lost everything he owned while he sat in the restaurant. “Even my birth certificate and social security card,” he declared. For a couple of days all he owned were the clothes on his back and his iPhone. He was able to stay on top of a police investigation, cancel credit cards, start on the insurance spreadsheets, apply security protection on his identity and keep us informed of his activities . . . all on his phone. On his
Continue Reading
The best of the worst and the worst of the best.
Are you feeling pressures to provide your value and reduce your price? Average. The best of the worst and the worst of the best. The Bankruptcy Gap is the phenomina the requires you to drive down your costs and compete on price OR move your to offering unique and improved value and move up in the pricing world. If you stay in the middle, the average . . . you are courting bankrutpcy . . . until time serves it up to you. This is comparing Dell to Apple. Dell competes on price, Apple on the customer experience. This is
Continue Reading
How ShamWow Can Mess Up YOUR Business
There is the scene in the ShamWow! commercial where the spokesperson pours cola drink into a piece of carpeting. He then proceeds to suction up massive amounts of liquid with the fantastical Shamwow. On watching the commercial a second time I notice that between the soaking of the carpet and the picking up the liquid there is a moment when the camera cuts to a shot of the spokesperson. When the camera goes back to the carpet all of the soda that was running out from beneath is GONE. The picture had been doctored. Ah ha. The ShamWow! is a
Continue Reading
“But Noah! I thought the Ark left at 8:00!”
Which stranger would you go with? There at the end of the pier stand two men. On the left is the wizened old man, white beard, sun toughened face, calloused hands. To the right stands the expert. He oozes sophistication, education and professionalism. Again, which one would you go with? The old man or the young professional? And what about you personally? Where are you? Where do you mentally slot yourself in your business, your profession? Are you the highly educated, sure footed and professional provider of products and services? Or are you second guessing yourself, wondering if you are
Continue Reading
Donuts join Axle Grease to showcase a true Artist
Ralphs! Found by referral it is an awesome auto mechanic here in my town. I refer friends and they call with accolades and thanks. Add to the list “Georges Donuts.” The local that are in the know all go there. When you stop several times and find out they are closed during the day you wonder why until finally figure out that he sells out everyday and closes up shop till the next round of caloric rich goodies are created. I stopped last Saturday. A glazed Croissant? Are you kidding me? It was awesome. Like eating air and sweetness.
Continue Reading