The New SalesPerson - Acumen

2008

"New Selling" and its application to Copier Sales

I was reading a blog regarding selling and noticed some interesting information - from the post by Jonathan Farrington, The Sales Corporation:

"...various studies suggest that getting one salesperson in front of one customer now costs $1000 - this cost has trebled since 1983. As a consequence professional salespeople have to be more effective than ever to justify the investment in a face-to-face effort..."

and...

"...Customer Focus Creates Competitive Advantage..."

• The one-term that sets top performers apart - customer focus

• Outstanding sales results depend on:
  - The ability to think from the customer’s point of view
  - Understanding the customer’s agenda, buying cycle, and best interests

• Beyond a superficial reading of immediate customer needs, salespeople must gain a deeper understanding of both the buyer’s long-term goals and the overall business climate

• At the heart of customer focus is the art of listening constructively - the best salespeople are masters at capturing information

• Customer focus means taking the customer seriously - today the salesperson who clings to the product orientation of a decade ago is losing ground

• As client companies branch into new markets and unfamiliar territories, they are demanding unique, flexible solutions from their vendors - customized to support specific goals

• Another myth that can be exploded is that whilst customers value flexibility, being too flexible can undermine the sales relationship. On the whole, salespeople imagine that customers value a vendor’s responsiveness above all. However recent research shows that their primary concern is reliability.

In summary, in order to maintain customer focus, the best salespeople become facilitators, creating a partnership that extends the selling relationship within the customer’s company. The motivation to achieve this should be strong - it costs five times as much to attract and sell to a new customer as it does to an existing one!..."
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I think of the changes happening right now in our industry, and how everyone has started to "talk the talk" about being a different type of technical, selling professional.

I have often mentioned the ability of successful salespeople to be Partners with clients, to constantly develop Business Acumen, and to learn to Empathize with customers.

So it is nice to read an affirmation of my thoughts - from somebody in sales, but completely outside of our industry:

1. Partnership
2. Business Acumen
3. Empathy and Disconnect

Partnership -

The "Partnership" mentality is a mature set of beliefs anchored in "...To Do No Harm...".

You're are in front of the prospect to Help them - you must find where they need you and if they are willing to accept your help.

And as an example, if you are in there to "..Do No Harm.." why would you "gouge them" on pricing, why would you make them sign into a 60-month, "captive", on-sided agreement? Why would you twist your client into a solution which only addresses the surface issue of "price"?

A real Partner is never an Enabler

We don't need to watch Dr. Phil - if you are in a position comfortable enough to tell your client they are wrong, then you have the beginning of a partnership. If after you tell the client he/she is wrong, they take your advice, your partnership is built on solid ground.

Don't Enable Your Prospect to Make the Same Mistakes, over and over...

Business Acumen -

This is not product knowledge. This is not a feature and benefit argument. This is not easy. This will take time.

Business Acumen is ALL of the above and oh so much more.

In a nutshell, business acumen can be obtained through the observation and study of everything "around" your solution - That is, the study of the cause and effect of your position, proposals, and projects - over time.

This knowledge is uniquely yours.

Yours to take with you into every appointment and in every conversation.

Think about this: your view and your opinions based on the history of your "installs" and implementations and proposals - are yours alone. Not your companies, your clients, your manager, or your peers - all you.

If you have installed just ONE idea - the outcomes and ramifications of this one project, seen through your eyes, are an example for you to use in every single 'new' opportunity. And each new opportunity, not just installation, is a chance to learn more about business than from any book ever written.

Empathy and Disconnect -

These two words diametrically oppose - but the tight rope must be walked.

Empathy - Good salespeople can put themselves into their client's "shoes"; see things the way their client does. In order to do this effectively, one needs to become "one" with the prospects' business, his world, from his angle - and not through the prism of product or service. One needs to see the prospect's world without "commission" or quota issues hanging over one's head. And to do this effectively, the Selling Professional needs to become disconnected from the outcome of the sale...

Disconnect - Difficult, but not impossible. First off, what do I mean by disconnect?

Disconnect, in this sense, is the ability to cut away from your emotional connection to the success of the "sale".

More specifically, disconnection from the success of the sale, from the selling professional's view, is what I am talking about. But this is NOT being uncaring or aloof or unconcerned - a tightrope.

Perhaps disconnect is a strong word, maybe "compartmentalization" would be better.

Once the emotional factor is put aside, we can deal with the client in terms of what "makes sense" for both him and me, instead of trying to force a square peg into a round hole, at the end of the month.

In conclusion, common sense usually prevails and over-complication of simple rules typically dilutes the results. If you focus on these three issues:

1. Partnership
2. Business Acumen
3. Empathy & Disconnect

You will be well on your way to success.

Click to email me.

IKON to cut 250 jobs: "Business as Usual"

LDS, Legal Document Services

Ikon is reducing the number of LDS locations in the US and Europe.

"The company expects related pre-tax charges of about $7 million, a significant portion of which is expected to be taken in the fourth quarter."...

"The total pre-tax charges associated with these actions include severance expenses, asset impairments, and contract costs estimated to be approximately $7 million, a significant portion of which is expected to be reported in Q408. The estimated after-tax cash expenditures total approximately $4 million and consist primarily of severance payments and lease termination costs. IKON expects to complete the actions described above in Q408."

So, business as usual means this reduction was being planned for a while - and LDS had always been of to the "side" and been going through reductions for a while.

What Next?

Never Forget

9-1-1

EDS - Mangaed Print Services????

EDS an HP Company

Found this the other day. EDS is now in the Managed Print Services business.

Yes, inevitable - but seeing it for real is making it real.

I wonder if EDS is hiring any ex-IKON peeps.

From the literature:

• "EDS' Services include:
  
  Assessment Services — Helps you understand current usage, find hidden costs and develop a business case for change:
  • Industry Benchmark Assessment
  • Optimization Assessment
  • Managed Environment Assessment
  • Eco Printing Assessment
  • Workflow Discovery
  • Discovery and Design
  
  
• Financial and Procurement Services — Helps you manage to the lowest Total Cost of Ownership (TCO), from planning and acquiring technology to retiring and replacing it. Reduce and manage capital outlay, manage older equipment effectively and environmentally, and simplify hardware procurement (HP and multi-vendor):
  • Hardware Procurement
  • Multi-vendor Hardware Procurement
  • Customer Fleet Acquisition
  • Asset Recovery Services
• Transition and Implementation Services — Helps ensure the right equipment is installed and end users know how to use the devices:
  • Management of Change and Education
  • Deployment Management
  • Hardware Installation
  
  
• Management and Support Services — Enables ongoing Return On Investment (ROI) through fleet uptime and optimization, award winning support and supplies management. Account delivery management provides a single point of contact and accountability as well as visibility into usage trends, capacity utilization, and expenditures for ongoing planning and management:
  • Account Delivery Management
  • Hardware Support
  • Multivendor Support
  • On-site Administrative Services
  • Priority Phone Support
  • Supplies Management
  
  
• Document and Workflow Services — Helps automate paper-intensive workflows, as well as to continually improve and better manage the underlying infrastructure:
  • Technology Solutions
  • Industry Solutions
  • Consulting Services"

The integration or assimilation of EDS into HP.

First Annual Managed Print Services Conference - April 26th through 28th, 2009

Managed Print Services: Hitting Mainstream

Ok, here's the deal.

Managed Print Services is just about the hottest issue out there - with prospects and industry insiders.

And right now, MPS is still the frontier of cost reduction for both clients and providers - everything is being created today, in the here and now, without a "template".

Clients are not sure how MPS works. Providers are struggling with the concept, the services, how to best articulate the benefits and how to manage a Print Management Services program.

With this in mind, the first annual conference dedicated to Managed Print Services (MPS)will be held in in San Antonio, Texas on April 26th through 28th, 2009 and sponsored by the Photizo Group.

Now, for me, the Photizo Group is one of the very first groups, if not THE first group, dedicated to researching MPS and it's impact on the market. In addition to monitoring the market, the Photizo Group has defined the basic structure and phases of MPS -

1. Control
2. Optimize
3. Enhance

These match my definition of the stages of MPS. I have incorporated these three stages into my talk-track. More importantly, I see evidence in the field that the above model is viable.

Having said that, I STRONGLY recommend everyone who is now in or thinking about getting into MPS attend.

- With the turbulence in our industry and with hardware dominating most vendor's and client's discussions, the most challenging task many face is differentiation. MPS is a differentiater - and the Photizo Group is out there on the leading edge -

The conference features three tracks.

"The first track is for those who are in the initial stages of an MPS engagement and who are trying to control or optimize the hardcopy (printers, MFP's, and copier) fleet.

The second track is for those who have implemented an MPS program, and who are now looking to drive business process optimization through advanced MPS services such as workflow consulting, document management optimization, and other activities to enhance the firms business processes.

The third track provides a focus on small and medium businesses and their specific MPS implementation issues."

There will be speakers, best practice presentations, case studies, market data, and many other sessions designed to provide attendees with actionable tips and techniques for the success of their MPS program.

You can register here.

Check these out:

For Those of Us In Managed Print Services - Wow!

A new look over at Managed Print Services Resource Center

Inaugural issue of MPS Insights Hits The Streets

New Report Delivers Definitive Analysis of the Managed Print Services Market

Click to email me.

Open Text to Acquire Captaris

Consolidation Everywhere.

Waterloo, ON and Bellevue, Wash. - 2008-09-04 - Open Text™ Corporation (NASDAQ:OTEX) (TSX: OTC), a global leader in Enterprise Content Management (ECM), and Captaris, Inc. (NASDAQ: CAPA), a leading provider of software products that automate document-centric processes, today announced a definitive merger agreement in which a wholly owned subsidiary of Open Text will acquire Captaris. Under the terms of the agreement, Captaris shareholders will receive cash consideration of approximately US $131 million in total, or $4.80 per share in exchange for their Captaris stock. The companies expect the transaction to close by the end of the calendar year, subject to customary closing conditions, including approval by Captaris’s shareholders and anti-trust approvals.

Captaris’s software products include leading document and data capture solutions that let customers convert paper documents to digital content, and manage associated processes. The acquisition will expand Open Text’s partnership offerings by creating tighter integration with Open Text's invoice management solutions that work with SAP and Oracle. Captaris also offers business information and delivery solutions built on the Microsoft .NET framework which integrate, process and automate the flow of content.