Five Retention Devices … for sales training and customer service training

Retention devices …just five of many… There are many excellent devices for retention of sales training. There’s probably at least eight or ten different devices you can use for sales training retention, or really any kind of training retention. I think that this is one of the aspects that is severely lacking in most training programs of most types . In my experiences in sales training we do very few retention exercises with people. Many times the sales trainer gives some quick advice, shows a video, or gives trainees something to read, or gives out a checklist and says, “now go do this” and there you are. That is not sufficient in order to train people to use the correct phrases and use the correct process. You’ve got to...

What should Starbucks have done?

What should have happened at Starbucks? The other day two guys were arrested for Waiting While Black at a Starbucks. There is so much wrong about this story that my head would burst if we tried to break it all down. Let’s instead focus on what could have been done. There is no way on earth that this is the first time someone sat in a Starbucks for a while without buying anything. Why was there not a process in place to deal with that? Starbucks has a process for everything else under the sun in the Starbucks’ realm. People wait for friends in Starbucks all the time. I go to a Starbucks to do work stuff or have informal meetings many times a week. Sometimes I sit in one before an appointment. These things are what a coffee shops are made...

The Second Rule of Selling according to Tron

Rule Number Two: You have to get over the idiot hurdle. I understand that sounds a bit rough, but you probably don’t know what I am talking about here. Let me explain. We live in a cynical, sarcastic, and snarky time and place where people assume that sales and customer service people are idiots. In many people’s experience, they’ve dealt with people who were not well trained, not well suited, and probably not well supported in their sales or service jobs. Customers and prospects shape their opinions through having had lousy customer service or sales experiences. It is also true that some people come off a little rough and a little brusque with sales and customer service people, and not all salespeople know how to handle that. So...

The first rule of selling in Tron’s new rules of selling….

Rule Number One: You can’t sell anybody anything. Yes, you can’t sell anybody anything, but you can, however, help people talk themselves into buying just about anything. Consider your own experiences when you buy things. You buy because you talk yourself into making that purchase. So the task is not to sell to anyone, but to learn how to influence, guide, and nudge the internal dialogue that people have with themselves, helping people get through their decision points. People ask themselves, “do I want it in red?” “do I want it now?”, “do I want it later?”, “do I want to pay by credit card, or do I want to pay by cash?”. All these little decision points go through people’s mind whenever they’re buying anything. It’s...

Let’s try something different for sales training, shall we?

Salespeople have a dysfunctional relationship with sales and selling. We associate selling with forcing people to do things against their will, scamming, tricking and taking money from people, being a bad person. At the same time, we idolize the superstar salespeople and put them up on a pedestal to worship. All these weird associations that we have with sales and with selling make it a challenge to be good at sales. We have to get over and get past the strangely flawed preconceptions we have about sales. Being good at sales means we have to get our heads straight, because everybody is selling something all the time. I had a conversation with a sales manager about sales training and he mentioned that to do well in sales; one had to be...

the next phases of real estate development

I talked to a friend the other day who wanted to put a commercial kitchen component in his new self storage development. I cautioned him about getting into things a storage business person might not know a lot about and about creating a mixed use that may not be compatible. Then I saw this Former Uber CEO Invests In Real Estate Company . We are seeing a blip of activity re-purposing well located big buildings into self storage. Are we now going to see a flurry of food delivery services servicing tiny apartment complexes of millenials who have moved to city centers to enjoy a carefree city lifestyle? What else are we going to do with the empty big boxes and the empty industrial space? We could easily house the homeless, but that seems...

I have seen a few things traveling around the world….

A few things I learned from speaking around the world. I have nothing on some travelers. Some people have been to so many places that it makes my head spin just thinking of all that seat time in airplanes. But I have done speaking & consulting in six countries on three continents. That counts for a little bit of experience. I most frequently speak about sales and marketing and management in regards to the self storage business. Like many businesses, it really looks very similar no matter where you go. I do see a few interesting twists now and again. But standing inside of a storage facility, you could imagine yourself anywhere in the world. How do you catch people with the right message at the right time when your solution can solve...

I recently had the pleasure of speaking in Hong Kong

I had the honor and privilege to speak in May 2017 at the Self Storage Asia Expo in Hong Kong. It was attended by over 200 self storage operators, investors and others from at least ten or eleven countries of the Asia-Pacific regions. I spoke about Tradigital Marketing, a pet project of mine. In a nutshell I propose that everything old is new again because of technology.