1. Waiting for the prospect to take the initiative and ask for the sale
2. Asking the prospect what they think
3. Using some inducement with the hopes the prospect will initiate the sale

Now let us look at a few more direct and clear ways to ask for the sale that will help you make more money.

#1. Sign Here
There are not too many ways to be more direct when closing than to ask to prospect to put their signature on the order form or contract. Such closing requires a strong and confident sales person, as well as some very tactful wording. Here’s an example:

Sales Person
With order pad or contract in hand, uses pen to direct the prospect’s eyes as he speaks, carefully watching the prospect for reactions, says:

“So Steve, the whole thing looks like this: We have the two dozen cases of the extra-wide widgets, two cases of the medium, and one case of the small. It all comes to only £2,844, plus shipping.”

Sales Person turns the order, placing it and the pen in front of prospect, and saying:

“Now all I need is your OK right there Steve, and I’ll put a rush order on the shipping.”

Like I said, such a close is not for the timid.

#2. The Alternate of Choice
Though many sales people use this method to ask for the order, often they do so with little conviction and strength. Verify order details or logistics by giving the prospect two options, but you have to do it with an assumptive attitude. You have to believe that you are merely verifying the details, or it comes across as a con and the prospect will feel as if you are trying to manipulate them.

Give the prospect the alternative of choice between two buying or logistical options

Sales Person:
“Finally, Sarah, we will deliver, install and test the software. The total comes to £3,400 for the first year and then £425 per year in maintenance fees. Now, do you want to set up the installation for Friday, or the beginning of next week?”

Sales Person:
“The whole thing comes to only £2,844, plus shipping. So, Steve should I put that on a rush order, or our normal 4-day delivery?”

#3. Ask a Closing Question, Shake Hands, Congratulate and Assume the Rest
This also requires confidence. Ask a closing or bridge question, and then assume the sale. By a bridge question, I am referring to that question that simply helps bridge that gap between the end of the sales presentation and the time you strongly ask for the order.

A few I really like are: “Does that make sense?” and “Is that fair enough?” Asks such a question, congratulate the prospect on making a great decision, and start writing up the order. You can also use such a bridge with the above closes as well.

Sales Person:
“Finally, Sarah, we will deliver, install and test the software. The total comes to £3,400 for the first year and then £425 per year in maintenance fees. Does that make sense?”

Prospect:
“Yeah. It looks good.”

Sales Person: Extends hand to shake…
“Great Sarah! Congratulations. You have made one of the best decisions you can possibly make in your IT department. We have a little paperwork to take care of and we’ll be all set…”

Also, use this close combined with the above…

Sales Person:
“The whole thing comes to only £2,844, plus shipping. Is that fair enough, Steve?

Prospect:
“Yeah. It looks like a good rate.”

Sales Person:
“Great Steve. So, Steve should I put that on a rush order, or our normal 4-day delivery?”

It is normal for people to want to put off making a decision. It is your job to help them make that decision and you cannot do that if you do not properly ask them to make a decision.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

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“It all looks very good, but I think I will wait until after Christmas…”
“We are going to hold off until the beginning of the New Year…”

Below are three powerful tips to help you deal with this yearly Christmas break objection.

#1. Up The Urgency
While you always need to infuse a strong sense of urgency in your sales interaction and during the entire sales process, during this time of year, it is imperative that you overwhelm the prospect with the need to act today.

If you have done a proper sales interaction, you should have uncovered some real problems and pain the prospect is having, and exposed the need. You should be able to show the prospect that they are losing or suffering in some way.

Relate the Problem to the Christmas Break
Now take the problems that you have unearthed and relate them directly to the Christmas Break, and illustrate how those problems intensify, grow and become worse during the holiday.

As an example, consider a situation where the prospect is losing customers and your product or service helps solve the problem. If the prospect’s potential customers increase during the holiday, then they lose even more customers during that time.

Relate the problems that you solve to the negative effects of Christmas. Explain that this time of year is not the time to wait, but the most important time to act.

#2. Use the Holiday Yourself as a Positive
Use the Christmas Break objection as a positive reason to act now, before the prospect can use it as a reason to stall. Start out talking about how this time of year is exactly why you are there now.

“Susan, since your store traffic increases so much during this time of year, the savings that our X22 System provides increases dramatically as well. That is why I wanted to get together with you before the start of the New Year.”

“Steve, you get the most value from our service during Christmas, since so many of your employees are out of the office. In fact, the system could actually pay for itself between now and the start of the New Year.”

#3. Expose the Real Objection
Like most economy objections, the Christmas Break objection is usually something else in disguise. Figure out the real objection and deal with it. Here is an example:

Prospect: “Like I said, I love the idea, but I need to wait until after Christmas before I do anything. “

Sales Person: “Sara, can you help me understand exactly what will be different in mid January? I mean, what will change between now and then?”

Prospect: “Ah, well…I’ll have a new budget first of all. I don’t really have the funds right now.”

Sales Person: “Ooh! So, then what you are saying is that it is not actually Christmas, but rather that right now you don’t feel you can afford it. Is that right?”

Prospect: “Yeah.”

Now deal with the affordability objection. Another example:

Sales Person: “Ethan, what is it that will be different between now and after Christmas?”

Prospect: “Ah, well, I don’t’ know. I just rather wait until then.”

Sales Person: “So, it is not that anything will change, it is just that you have not made up your mind?”

Prospect: “Ah, yes. I’m so busy during this time; I just need some time to go over all of the options.”

Sales Person: “Oh, ok. Then it is not so much about Christmas or even the New Year. It is really that you just feel you need time to think about it. Is that right?”

Prospect: “Yes. And next month I’ll have more time to sit down and think about everything…”

Now deal with the “I want to think about it,” objection.

Push the urgency.
Use Christmas as your objective, rather than the prospect’s objection.
Expose the truth.

Happy Selling!

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

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persevering

Many sales people will tell you that the sale begins when the prospect says, “No.”  Indeed, if sales people accepted the first “no”, there would not be much of anything ever sold anywhere in the world.  Usually, the sales person must persist after receiving several “no” responses. 

Is there a point, however, where persistence becomes harassment? Many sales people believe in the old philosophy “Never take no for an answer.”  So, how long should you persist?  How many NOs should you take?  Should you stay until the prospect has to have you physically removed?

The Difference Between Persistence and Harassment
The key to the answer is to understand the difference between professional persistence and harassment.  That difference is in your motive for persisting.  The difference comes from what is in your heart and mind.    

Benevolent Motive
Consider this example: You and a very close friend or relative are walking down a quiet street, talking.  Your friend is so immersed in the story she is telling you, that she fails to see the big gaping hole in the street just ahead.  You interrupt your friend and tell her that she needs to watch her step.  However, she ignores you and continues on with the story, still not looking ahead.  What would you do? 

Chances are you would try to alert your friend again and perhaps with a little more force.  Yet, imagine that your friend continues to shun your warnings and keeps going.  Would you continue to persist, even to the point of wrestling her to ground to protect her?  Or would you just give up after one or two attempts, stand by and watch your friend fall in the hole and break her ankle or leg?

Professional Persistence Comes from Enthusiasm Which Comes From Within
The tale above may not be the best analogy, but I think you get the point.  When you persist because you believe in your heart it is the best thing for the prospect, the prospect can sense the difference.  When your insistence is based primarily on your desire to make the sale, your need for the money, there is a problem. 

When you persist primarily due to your belief in what you sell, you can persist until you and the prospect feel that you have exhausted all the options.  When persisting for your own benefit, however, you can cross the line after just a few closing attempts.

The bottom line:
Persistence for the benefit of the prospect = professional.
Persistence for the benefit of your pocketbook = harassment.

Happy Selling

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

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As mentioned in, “3 Ways To Handle The Prospect Who Is Shocked By Your Price,” when the sales interaction fails to uncover problems and pain or build value, there are but a few steps you can take to possibly save the sale.  However, here are three things you should not do, in this situation.

The Three DON’Ts

#1.  Don’t Try to Justify the Price
The only way to justify the price is to rationalize and defend the price, which only further diminishes the value. 

“Well, our pricing is in line with the industry…”

 “Our price is lower than most of our competitors…”

“Due to the economy and oil prices, our costs go up…”

“Sticker Shock” at the end of the sales interaction is not a reaction to price; it is a matter of value and likely a failure of several steps in the sales process.

#2. Don’t Begin Discounting the Price
Do not lower the price!  Changing the price or the offer at this point only proves the prospect was correct in that your price was outrageous.  Sadly, some sales people justify the price and discount it at the same time; driving the value of their product and company into the ground. 

#3.  Don’t Agree
Many sales people like to agree or empathise with the prospect in this situation.  This is a mistake.  There is a time to agree that your price is high, even to brag about your high rates.  However, that is only when you have built the value to where the prospect feels it is significantly higher than the price.   If the perceived value is so low that the prospect is shocked by the price, then do not agree.  Don’t use statements like:

“Yes, it is high, Mr Prospect, but everything costs more these days.”

If you routinely get prospects that feel your pricing is extraordinarily high, understand that you have more than a pricing problem.  In fact, you may not have a price problem at all.  Conversely,  you probably have very serious problems within your sales process, your sales interaction, and in building value.     

Happy Selling

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

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The Three DOs

#1. Do Start Over
The fact is that if the prospect is truly surprised by your pricing after you have had a complete sales interaction, then you really missed some fundamental and essential points in your presentation. When this happens, you have failed in one or all of the following areas:

• Uncovering the prospect’s problems and pain
• Exposing problems the prospect believes are real
• Conveying the importance of the problems
• Conveying the monetary loss the prospect is suffering
• Building the value of the problem and the solution

Understand that at this point, there is no such thing as answering objections. There are no valid objections to overcome because there is no valid offer. There is no legitimate offer because you never carried out a convincing presentation. All you can do now is try to go back and cover the things you missed. Just be honest…

“Whoa! Ms Prospect. If this offer seems out of line to you then I must have really missed something. Can I ask you a few questions?”

Then go over the problem-exposing questions, and value building points.

“Ms Prospect, was I able to show you that right now your drivers are spending at least 35% more in loading time?”

“Can you see how you are currently losing £722 ever day in the factory?”

Do not try to fix the problem. Go back and erase it.

#2. Ignore It
It is possible that the prospect is faking this apparent shock. A skilled business person will use such a tactic as a negotiating tool. If you are absolutely positive that the prospect is being less than honest with you, then continue on and close with confidence. Maintain the look and disposition that you are an experienced professional and aware of such tactics.

If however, you are not certain if the prospect is acting or not, then follow tip #1 first, followed by #2.

#3. Do Ask for Referrals and Leave
You may not have the time or permission to start over and ask questions, and ignoring the situation also may not work. Either you messed this up badly or the prospect just doesn’t get it. In either case, it is too late. There comes a time to learn from your mistakes and accept them.

A “shock” situation at the very end of the interaction is likely a failure of the entire sales process or indeed the way that you qualified this prospect in the first place. Instead of trying to put out the fire, it may be best to get out of the building!

Posting Oct 19, 2011: The Three DON’Ts
3 Ways NOT to Handle The Prospect Who Is Shocked By Your Price

Happy Selling

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

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Wife:              “Well, what do YOU think?”

Husband:        “What do YOU think?”

Wife:               “HE usually makes the decisions…”

Husband:        “SHE usually makes the decisions…”

Husband:        “Maybe we need to wait and think about it for a while?  What do you think?”

Wife:               “Yeah.  Maybe we should wait.  What do you think?”

Arrgh!  Here is one very effective way to handle this situation.  Mind you, this close is not for the faint of heart. 

The Concept
The concept here is to HELP this couple make a decision.  That is your job—to help them.  Use these steps:

• Verify that there is no clear objection
• Unify the prospective couple
• Address the weaker, less positive spouse while speaking for the other
• Address  the stronger, more positive spouse while speaking for the other

Here is an example:

Wife:               “Well, what do YOU think?”

Husband:        “What do YOU think?”

Husband:        “It’s really up to you?”

Wife:              “Me? You normally handle these things…”

Sales Person:  “Susan, Ethan, this is great.  I’ve been in this business for a long time and I see this often and it is always a very good sign.  Do you mind if I explain?”

Both:               “No, of course.”

Verify that there is no clear objection: make sure there is nothing you missed in the sales interaction and make sure both answer the questions.

Sales Person to both:   “First, did you like the plan I showed you.  Can you see how it will help your family for years to come?”

Both:                               “Oh, yes.  It’s great.”

Sales Person to both:   “And you feel it is affordable?”

Husband:                      “Yeah.  We can handle that payment.”

Wife:                              “Sure.”

Sales Person to both:  “And you do not have any issues or concerns about me or my company?”

Both:                             “No.  We are familiar with your company.”

Should one or the other object during this phase, with something like, “Well, that is what we want to think about,” then you know what the problem is. 

Unify the prospective couple: bring them together.

Sales Person to both: “It is obvious that you love and care deeply for each other and you usually make major decisions together, or at least in agreement with each other.  Is that right?”

Whatever they answer here is fine.

Address the weaker, less positive spouse speaking for the other

Sales Person to wife: “I see this all the time.  You see, Susan, Ethan really wants this plan for you.  He only wants the best for you.  However, he just needs to be sure that you also feel that it is best for you and the family.  And you do feel that way, don’t you?”

Wife:                          “Well, yes, I think it’s good for us too.”  

Address the stronger, more positive spouse speaking for the other

Sales Person to Husband:  “Just as I thought, Ethan.  Susan does agree with you.  You both feel the same way.  Congratulations.  You have both made the best decision in your family’s future that you can make…”

Assume the sale. 

Of course, that is a generic example and your words will be much different.  Yet, understand that all you are doing is essentially becoming a temporary arbitrator to help take the full responsibility off each individual to make it a joint agreement.   

In addition, when verifying there is no objection, you will often discover one spouse has an objection while the other does not, allowing you to deal with the problem.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

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As always, these are concepts and not scripts.  Also, be forewarned, they require some real backbone!

Number I: “Mr Prospect, do you normally make decisions before you acquire all of the necessary information?”  Or, “Do you normally make decisions based solely on price?”

Whoa.  Those tough and direct questions will leave the prospect with but a few responses.  In most cases, the prospect will realize what they are doing and back down.  In the rare situation where the prospect answers, “Yes,” that is how they make decisions; then you need to reevaluate the possibilities of this prospect as a viable and qualified potential client. 

Number II: “Compared to what?”

When the prospect continues the, “How much?” demand; simply ask the prospect “as compared to what?”  Help the prospect understand that since you have not yet given them all of the information about the product or service, then the price is irrelevant, as it cannot relate to the product or service.  So, what are they going to compare the price to in order to rate or judge it’s meaning and value?  It may sound something like this:

Prospect:         “Just tell me how much!”

Sales Person: “As compared to what, Ms Prospect?”

Prospect:         “Uh?  What do you mean?”

Sales Person: “Well, since I have not yet given you the information of what is involved with the product and what comes with it, then any price I give you right now will have no meaning.  Now, after I have given you all of the information, then you can properly judge if the price is worth the value.  Does that make sense?”  

The prospect may respond with… “I would compare the price to other widgets…”  Then:

Sales Person: “And that is exactly the problem, Ms Prospect.  Our widgets do not compare to others; let me show you why…”

Number III
This one is surely your last resort, and you may walk out of the door often.  However, if do this and the prospect agrees; then you have what is an almost sure sale and a longtime, loyal customer.  This requires strength, conviction and confidence.

“Mr Prospect, AXA Widgets is the most successful in the industry for two primary reasons: One; we deliver the highest quality widgets, and two, we work with the highest quality clients, who make careful and well-informed decisions to do business with us.  I believe your company is of the highest quality.  However, I’m afraid that unless you allow me to give you the information you need to make a careful and well-informed decision, than I cannot allow you to make any decision at all, and I will have to leave.  Which will it be?”

Enough said.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

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“I’m not interested!” 

Arrrgh! 

Below is a very effective way to handle the “not interested,” come back.  However, it is not a script to follow verbatim.  Though I am going to put this in the form of a hypothetical cold call, the words are not important.  I want to convey the idea, the concept and the thought process behind it.  The concept is only to help get you past the initial automatic “not interested” reaction.  From there, you can proceed. 

 The concept consists of five steps:

1. Understand: Let the prospect know that you fully understand that he or she is not interested and in fact, should not be interested at this time
2. Compliment:  Commend the prospect for his or her lack of interest and reasoning
3. Raise Objections: Give the prospect a few reasons, objections why they should not be interested
4. Pick One: Ask prospect which is the primary reason, objection
5. The Reason: Inform the prospect that is the very reason for your call

Here is an example

Sales Person:   “Hi, Mr Prospect.  Ethan James here, with XYZ Solutions…”

Prospect:         “I’m not interested!” 

Sales Person:   “I knew you wouldn’t be interested Mr Prospect.  I fully understand that.  Do you have a real quick minute?”

Prospect:         “Ah….Well, I guess…”

Sales Person:   “You see, Mr Prospect, my information is that your company is a leader in the industry so I have to assume that if you had an interest in my company/product, you would have called me.  Does that make sense?”

Prospect:         “Yeah.”

Sales Person:   “I also have to assume that the reason you are not interested is because you already have a supplier you work with and are completely satisfied…good service, great pricing and they have earned your business—is that right?”

Prospect:         “Well, actually, yes.  I’ve been dealing with the same company for six years—have no complaints.”

Sales Person:   “Of course.  And that is exactly why I called.  At this time, I dare not even think about asking you to give me any of your business; I haven’t earned it.  However, I have found that most business owners in your industry…

And you are into your presentation. 

Understand that it is normal and OK if the prospect is not interested when you call.  Don’t fight it.  Use it.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

“No…I’m just looking…”

“Arrrrrrgh!”

Those words, “I’m just looking,” often strike terror in the heart of many sales people, anger and frustration in some and a sense of helplessness in others.  This one extremely common phrase causes some retail sales people to simply throw up their hands, walk away from the prospect and wait until the customer announces that they are no longer just looking and have decided to buy something.

Not an Objection
However, the term, just looking, is not an objection.  In fact, it is a logical, valid and honest response that actually spells good news for the sales person.  Consider this thought: When was the last time you walked onto a car lot just to look when you had absolutely no intention of ever buying a car?  If you have went out and looked at some new cars, it is only because you had some desire to eventually, purchase a new car.  

Even the preverbal window-shopper still has a purchase in mind, even if that purchase in their mind, is more of a dream than a reality.  The fact is that people do not “look” at things they do not want.

What Does it Mean?
So what does it mean when a prospect says, “I’m just looking…”? 

1. The prospect has the purchase of something in mind
2. The prospect may not yet have an idea of how much they will spend or can afford
3. The prospect may not have a clear idea of when they would make a purchase or if they can

Help the Prospect
The way to deal with this is to do your job….help the prospect.  Three ways to help the prospect who is just looking:

1-      Assume the prospect may want to look
2-      Encourage, thank and help the prospect look
3-      Embrace the “looking” and help the prospect look more efficiently

 #1 – Assume the prospect may want to look

Instead of…
Sales Person:               “Hello, Mrs Prospect, may I help you with something?”

Prospect:                     “No, thank you.  I’m just looking.”

Try…

 Sales Person:               “Hello, Mrs Prospect and welcome to ABC Jewelers.  Is there something I can show you or would you like to just look around?”

This instantly prevents a defensive response from the prospect in regards to just looking. 

#2 – Encourage, thank and help the prospect look

Sales Person:               “Hello, Mrs Prospect and welcome to ABC Jewelers.  Is there something I can show you or would you like to just look around?”

 Prospect:                     “Ah, yeah, I’d like to just look around for a while.”

 Sales Person:               “Great!  And thank you for choosing ABC Jewelers to do some looking.  We encourage people to look as we have the finest collection of jewelry in the area to look at.  Please look all you wish.” 

 You have avoided defenses and stayed on the same side as the prospect.

#3 – Embrace the “looking” and help the prospect look more efficiently

Sales Person:               “Mrs Prospect, as you can see, we have many sections and some of our collection is not openly on display.  Is there some area I can direct you to so you can look?  This way you can at least look at the things you want to look at.”

Prospect:                     “Well…I was thinking of looking at something that I might use for a gift for my granddaughter’s graduation…just thinking about it though.”

Sales Person:               “Ok.  Then you may want to look in this area…we have many gift items and you won’t waste your time looking at wedding rings and things for which you have no interest…”

Assume the prospect may want to look.

Encourage, thank and help the prospect look.

Then embrace the looking and help the prospect look more efficiently.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

No Objection is an Objection

You have probably encountered the prospect who would not buy even though there was no reason not to do so.  The fact is that many prospective clients will object, simply because there is nothing to which they can object. 

Everyone Wants to BUY, but No One Wants to be SOLD

The reality of human nature is that people never want to feel like someone took advantage of them, or as if they had no control over a situation.  When you leave the prospect with nothing to say except “Yes,” it often makes the prospect feel like you trapped them.  No one wants to feel he or she was too “easy,” or did not put up a fight.   

The No-Objection Objection

Some objections are not even objections, which is why they are so difficult to deal with.   The customer tells you, “Seems as though you’ve got an answer for everything…”  Or, “It almost sounds too good to be true….” or, “The way you present it, I would be a fool to say no…” 

When you hear these types of responses, the prospect is telling you that you have done your job too well.  You have left them with nothing significant to argue to make them feel like they had some choice in the matter.  You will also find that the lack of control the customer feels in this situation leads to a more intense “buyer’s remorse” causing customer cancellations. 

Leave an Objection on the Table

A simple way around this problem is to leave an objection for the prospect to raise.  Take one objection that you know will come up, but instead of eliminating it during the sales interaction, leave it until the close.    

Then, most importantly, when the prospect brings up the objection, struggle with it.  Even though you have the answer to overcome that objection resting on your tongue, wait.  Do not overcome the objection too quickly.  You must validate the importance of the objection.  The only way the customer will feel as if they won something, is if the objection is a problem for you. 

A Win Win

Take your time with the objection and allow the customer to use it with power.  Then, isolate it, and solve the issue.  The customer feels good because they raised a difficult issue for you and forced you to make some concessions.  

HELP the Customer

Remember that your job as a professional sales person is to help the customer to buy—to help the customer to get what they want and need.  Today’s modern consumer however, is used to dealing with uneducated, outdated, unprofessional sales people.  When you come along and do an outstanding, professional job, it is easy for the prospect to feel as though you are too good to be true, which can make them feel uneasy.  It is your job to help the prospective client feel comfortable. 

Leave the prospect with an objection you know you can handle.  Allow the prospect to use this objection and do not overcome it too fast.  Then isolate the objection and overcome it and everybody wins!

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…