Build Resiliency in Your Sales Team: Sales Closing Then and Now

New Trends in Buyer Behavior

We’re sure you’ve seen the poster with the cat hanging from a branch, usually with an uplifting phrase like “Hang In There” at the bottom in big black letters.

That cat could be called a mascot for the field of sales.

It is harder than ever in this fluctuating landscape of buyer behavior to secure the leads you want. Your sales team may be floundering, trying to figure out how to address this new wave of buyers.

Sales can be challenging in today's constantly changing market. Buyers are more informed and have access to vast amounts of information, often being ahead of the sales team in the buying process. With the rise of mobile shopping, m-Commerce sales are projected to reach almost $730 billion by 2025, highlighting the importance of adapting to changing buyer behavior.

Buyers have access to tons of information, which means one thing:

They don’t think they need your help.

And why should they? They can research whatever they want, no matter what stage of the sales cycle they are in. You’re going to have to try harder to impress them even to get them to listen to you. That means traditional sales outreach techniques are more than a little outdated.

Customers used to go to stores to ask questions about products, where your sales team could fully flex their skills and secure that lead. That is not the case anymore. Your options to get to your customers are narrowing the more information they can access. Your sales closing techniques are going to have to be better.

What does this mean? Customers don’t want sales reps, they want empathetic salespeople trying to help them solve a problem. So how do you get them to believe you’re that sparkling solution?

Selling Has Become “Difficult”

As we’ve mentioned before, being a salesperson isn’t as “easy” as it used to be. Customers today are less receptive to traditional sales pitches, as they can research everything online. They don’t want to hear a pitch, they want to hear something useful they may not have considered, or facts that show your product is the one they need.

Old-school selling techniques focused on brand awareness no longer work and can drive sales away. Salespeople need to act as guides for the customer, rather than simply delivering a sales pitch.

Your salespeople should operate as a guide for the customer. Lead them to solutions to their problems, maybe offer facts that they haven’t even considered. You want to be more consultative to build resilience in sales.

Three Ways to Uplift Your Outreach Efforts

Sales reps need to throw away their Ben Franklins and Puppy Dogs. One size fits all solutions aren’t going to work. Your sales teams have to deeply understand the customer to close deals. You need to be more thoughtful in your outreach efforts. Mad Men style outreach is going to sabotage your sales results.

1. Enhance Your Buyer Personas

This is something you need to hear again, and process. Buyer personas are a foundation for a sales strategy, of course. However, you need to go deeper. Pinpoint your prospects’ pain points during your sales calls.

But you can’t just make your SDRs listen to every concern a customer has. That’s a lot of phone calls during the sales cycle, and your team can only stretch themselves so far (we’ll get to this later).

Instead, you need to use your data to form laser-focused buyer personas. Anticipate their needs by constructing enhanced customer profiles. You will need market research, data analytics, behavioral analysis, and personification to turn a mediocre buyer persona into something more significant.

Some things to consider when trying to address your prospect’s needs and wants:

1. Feelings

What emotions arise when a prospect is facing efficiency, and how can your product solve this?

2. Price

What is the prospect’s budget, and do your services fit within this budget?

3. Experience

Does the prospect have buying power to decide on your product or service? Also, what will they benefit from conducting a demo or consultation of your product?

Sales reps can create accurate personas by using demographics, such as gender, age, location, hobbies, and income. For example, one persona might be a 30-something city-dwelling woman looking for a simple, cost-effective way to increase her prospecting efforts for the SMB she needs to establish. Outreach efforts need to fit this; if not, the reps will likely hear that dreaded “No!”

2. Develop a Customer Needs Statement

After creating buyer personas, SDRs must develop a customer needs statement. This is a short and sweet statement that sums up the exact needs of the customer.

A good customer statement should be concise, applicable to your business, and helpful to customers. The sales team should refer back to this statement during their outreach.

3. Personalized Solutions are Key

Using the above two steps, sales teams can start identifying personalized solutions. This is much easier than trying to identify a solution through a sales call for an individual. You need to create relevant content now to draw them in. So, what strategies work for this? Here are some tips to improve your sales closing techniques:

1-to-1 Videos

What’s more personalized than a 30-60 second video? It doesn’t have to be too personalized, it could just include their name and company.

Multi-Channel Outreach

Without being creepy, try sending a cold outreach email and follow up with a LinkedIn message asking if they read it.

Social Selling

Follow your target audience through the sales cycle and engage with them where they are: through LinkedIn comments and messages. Relate to them first before asking them to chat.

Resilience Includes Your Team

Resilience is the ability to recover from misfortune or change. There’s more to it than just polishing your outreach efforts, you have to work internally as well.

Irrespective of gender, It can be tough for salespeople to build resilience when they’re met with “No” often. Past trauma and hardship make it hard to push forward. Salespeople can be dragged down by what they think they lack. It’s crucial to make sure they can build confidence to continue on.

To achieve sales success, there must be departmental-wide efforts. Here are five tips to increase your team’s resilience in sales.

1. Support and Trust

Encourage collaboration and create a non-judgmental environment to build relationships and strengthen communication within your sales team. Celebrating accomplishments and offering personal recognition boosts confidence.

?Attending digital workshops and events can benefit them and offer a peek outside of their company.

2. One-on-One Review

This isn’t about micromanagement, this is about giving your team the personal space they need to talk about their performance. They can talk about their roadblocks, and come up with a solution. Sales managers should book 30 minute meetings to chat with their reps.

3. Collectively Develop a Pro-Practice Mindset

A pro-practice, or growth, mindset prioritizes consistent learning rather than striving toward perfection. Sales teams with growth-oriented mindsets have more mental resilience when challenged. They aren’t intimidated if they aren’t the best-performing person in a room. They see it as an opportunity to improve.

4. Set SMART Goals

You want achievable goals. SMART is an acronym for Specific, Measurable, Achievable, and Realistic goals. These goals are well-defined and have a start and end date. This builds resilience in sales because your salespeople will have a functional goal to pursue.

5. Embrace the “No”

Your salespeople will undoubtedly hear the word “no” a lot. They might feel defeated, but that is a great learning opportunity. Your salespeople should be asking:

• Did I efficiently qualify the prospect?
• Did I establish trust?
• Do I understand their needs?
• Does my product add value to their life?

Advice from Sales Reps on the Branch

Here are some great words of wisdom from some heavy hitters in the sales industry.

Jill Bruno, Sales Development

“Do I think that every successful salesperson on a high-performing team has to be motivated? Of course, the answer is ‘yes!’ You have to be motivated in order to do something with true passion. I really believe that if you enjoy what you’re doing, you enjoy your sales process, you enjoy your company, culture, and product, all that is going to lead to motivation. A good way to stay motivated in order to see those results is to always think about your ‘why.” What are you here? Why are you in sales? What are you looking to accomplish? It doesn’t matter what it is. Remember your ‘why’ and that will help you feel motivated during tough times.” https://www.dhirubhai.net/feed/update/urn:li:activity:7026590781532487682?

Samantha Boorstein, Account Executive

“Rejection is not a ‘no’ forever, it’s a ‘no’ for now. Continue to build the relationship with your client and get an understanding of what they really need. ‘Cause in a few months, something could change or come up, or we could release something new, and you could say, ‘Hey, remember you said we needed this, and now we have it. Let’s hop on a call.’ If it is a ‘no,’ you have to take it and roll with it. There will always be a new customer, a new feature.” https://www.dhirubhai.net/feed/update/urn:li:activity:7024830870322610176?

Mason Monahan, Sales Development Representative

“Salespeople should spend their time smilin’ and dialin’. You need to have time blocks to prioritize what you need to do throughout the day. Getting rejected in sales is inevitable; we’re all gonna face it. Just move one. Don’t take it personal. It’s not necessarily you, it might be something where it’s not a good product fit right now, or timing is not good because of budget. Or, if you were cold calling and someone was rude, you can’t control their personality. Just be unapologetically you.” https://www.dhirubhai.net/feed/update/urn:li:activity:7020788459418091520

Be a Flexible Sales Feline

Building resilience takes time. It could be months! To revamp sales strategies and adapt to buyer behavior, involve the sales team to boost their growth and confidence.

?Setting SMART goals, creating a supportive atmosphere, and adopting a growth mindset can boost team morale and sales. Embracing change will help you navigate the ever-changing environment and succeed.

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