WEBVTT 1 00:00:01.760 --> 00:00:03.060 Okay. So 2 00:00:04.240 --> 00:00:05.060 happy Wednesday. 3 00:00:06.000 --> 00:00:08.020 I'm so glad that we're talking about this. 4 00:00:08.720 --> 00:00:10.660 So today is a lot about just browsing. 5 00:00:11.360 --> 00:00:11.860 And, 6 00:00:13.245 --> 00:00:13.745 when 7 00:00:14.205 --> 00:00:17.985 I looked at the newsletter or the email that you might have gotten today, 8 00:00:18.765 --> 00:00:20.705 that was that said, 9 00:00:21.165 --> 00:00:24.305 you don't have a traffic problem. You have a conversion problem. 10 00:00:25.005 --> 00:00:25.505 And 11 00:00:26.140 --> 00:00:31.439 and then I went to I proceeded to read the rest of it that was because I get my emails too. 12 00:00:31.820 --> 00:00:35.120 And and I thought and in the email, it said 13 00:00:35.500 --> 00:00:39.040 about conversation. And I what I found was kinda wild was 14 00:00:39.665 --> 00:00:45.364 my first reaction when I saw the newsletter was, you don't have a traffic problem. 15 00:00:45.585 --> 00:00:47.364 You have a conversation problem. 16 00:00:47.665 --> 00:00:50.645 And I thought, how fitting is that? Even though I read it incorrectly, 17 00:00:51.025 --> 00:00:54.324 how fitting is that that that's what we're talking about today? 18 00:00:55.050 --> 00:00:57.310 Because that's really what it is. It's that we have 19 00:00:57.690 --> 00:00:59.390 we have a conversation problem 20 00:01:00.090 --> 00:01:01.710 as the the inability 21 00:01:02.810 --> 00:01:04.590 to connect early in the process 22 00:01:05.450 --> 00:01:05.950 and 23 00:01:06.330 --> 00:01:08.430 get things moving in the right direction. 24 00:01:08.570 --> 00:01:13.445 So for those of you who are on here for the first time, welcome, delighted to have you. 25 00:01:13.445 --> 00:01:16.185 For those of you who are back again, thank you for returning. 26 00:01:16.805 --> 00:01:20.744 And as we've done in the past, this is this information today 27 00:01:21.765 --> 00:01:23.145 is related to 28 00:01:23.540 --> 00:01:27.640 if you're following or you're getting the newsletter, it's that. It's related to that. 29 00:01:28.100 --> 00:01:29.880 And so I'm gonna go through 30 00:01:30.180 --> 00:01:31.240 some of the, 31 00:01:32.260 --> 00:01:37.080 key points of what was in the blogs, and then I'm gonna open this up for 32 00:01:37.700 --> 00:01:38.200 conversation 33 00:01:38.775 --> 00:01:46.475 so that I can hear about what some of your struggles are with just browsing or greetings or effective greetings and getting things started right. 34 00:01:46.615 --> 00:01:53.755 And then I welcome others to talk about what's working for them so that I'm certainly not the only person on this call with some answers. 35 00:01:54.020 --> 00:01:54.520 Alright. 36 00:01:54.980 --> 00:01:57.080 So starting out, let's start with 37 00:01:57.860 --> 00:02:00.200 before the before the customer even 38 00:02:00.580 --> 00:02:05.240 comes in. So the first thing we wanna do is we wanna get our head in the game. 39 00:02:05.955 --> 00:02:10.695 Get our head in the game. And I know that and I know I have a lot of retail people on this call. 40 00:02:10.915 --> 00:02:15.735 So in retail, we call and we call what up means is 41 00:02:16.355 --> 00:02:19.815 up either means your position that you're up next. 42 00:02:20.400 --> 00:02:25.620 Up is another noun, which is the person coming in is an up. 43 00:02:26.320 --> 00:02:29.300 But I think one of the things that we don't really do 44 00:02:29.920 --> 00:02:35.735 is think of up as a verb. Think of up as where we need to be 45 00:02:36.515 --> 00:02:39.415 when someone comes in. Like, you need to be up. 46 00:02:39.875 --> 00:02:41.655 Up as in enthusiastic. 47 00:02:41.955 --> 00:02:47.815 Up as in ready. Up as in your heads in the game. Up as anything that you've done in the past 48 00:02:48.330 --> 00:02:51.790 is completed. That's it's complete. You are up. You are focused. 49 00:02:52.330 --> 00:02:53.150 You are intentional 50 00:02:53.690 --> 00:02:58.030 to give the neck that person that walks in the door your very best 51 00:02:58.410 --> 00:02:58.910 engagement, 52 00:02:59.290 --> 00:03:02.670 and that's what we're looking to do. So clear your head, get to neutral, 53 00:03:03.125 --> 00:03:11.525 think about what you wanna accomplish, think about who you are gonna create them to be for you, because that's, like, we're they're kind of a reflection of us. 54 00:03:11.525 --> 00:03:16.885 So create them as someone who's dying to be here, really wants to engage, all of that. 55 00:03:16.885 --> 00:03:19.569 So that's how you end up greeting them. So 56 00:03:20.450 --> 00:03:24.790 and I know we have some trade showroom people on this call too. So consider this, 57 00:03:25.090 --> 00:03:30.769 that whether it's retail or trade, when you're up, like, get up. Get up, stand up, be up. 58 00:03:30.769 --> 00:03:32.549 Have up be a direction 59 00:03:33.505 --> 00:03:34.885 as well as a noun 60 00:03:35.345 --> 00:03:40.485 so that the person that's coming in really gets the very best. As a sales manager, 61 00:03:40.945 --> 00:03:45.125 you wanna start watching that position, the up position, the post position. 62 00:03:45.585 --> 00:03:48.005 You wanna start watching that position to see, 63 00:03:48.320 --> 00:03:50.100 is that person really ready 64 00:03:50.560 --> 00:03:54.180 for whatever is gonna happen next? Are they looking to give it 65 00:03:54.480 --> 00:03:55.540 their all 66 00:03:56.320 --> 00:03:59.200 as the person who's up? Alright. So that's the first one. 67 00:03:59.200 --> 00:04:01.860 If you're up, get up, have your head in the game. 68 00:04:02.160 --> 00:04:03.780 Next, if you're up, 69 00:04:04.405 --> 00:04:08.505 when you're up and and someone walks in the showroom, again, whether it's trade or 70 00:04:09.285 --> 00:04:09.945 or retail, 71 00:04:10.325 --> 00:04:12.985 when you're up when you watch them, 72 00:04:13.605 --> 00:04:15.865 observe them, get a sense of them, 73 00:04:17.759 --> 00:04:21.779 Get a sense of how they're coming in. Are they happy to be here? 74 00:04:22.000 --> 00:04:24.180 Do they seem a little confused, frustrated, 75 00:04:25.919 --> 00:04:26.419 exhausted, 76 00:04:27.120 --> 00:04:27.620 overwhelmed? 77 00:04:28.639 --> 00:04:32.895 Do they do they get a sense that they don't belong here and they're still questioning that? 78 00:04:33.134 --> 00:04:34.895 Like, get a sense of them. 79 00:04:34.895 --> 00:04:39.875 Like, take a moment, take a beat, take a breath, and just get a sense of them and their energy. 80 00:04:40.335 --> 00:04:44.275 And in that same thing, excuse me, create again, create them 81 00:04:44.735 --> 00:04:48.490 as the person you want them to be. There's there's someone who's interested to be here. 82 00:04:48.490 --> 00:04:52.270 They're happy to be here. They they have something that they wanna accomplish. 83 00:04:52.730 --> 00:04:53.950 Like, create 84 00:04:54.330 --> 00:04:55.150 all of that. 85 00:04:55.690 --> 00:04:56.190 And 86 00:04:58.330 --> 00:04:59.390 as a manager, 87 00:05:00.004 --> 00:05:01.384 you wanna look at, 88 00:05:01.764 --> 00:05:03.944 is this something that you're practicing 89 00:05:04.724 --> 00:05:09.705 with your team members? I find that this is the two questions that I get asked 90 00:05:10.085 --> 00:05:13.865 the most are, how do I ask for the sale more 91 00:05:14.670 --> 00:05:16.370 without being pushy? 92 00:05:16.910 --> 00:05:18.770 And what do I do with just browsers? 93 00:05:19.070 --> 00:05:24.530 Seriously, in the decades that I've been doing this. So this problem has not gone away. 94 00:05:24.910 --> 00:05:25.790 It's not gone away. 95 00:05:25.790 --> 00:05:32.405 And having a reception at the at the front of the showroom, that's helpful because they can be the the sort of warm up act. 96 00:05:32.625 --> 00:05:37.285 But we've not gotten good at this, and it's an area that I'm I'm not sure if we practice enough. 97 00:05:37.665 --> 00:05:39.285 Okay. Number three. 98 00:05:40.625 --> 00:05:41.765 Take a look at 99 00:05:43.210 --> 00:05:44.830 when you are 100 00:05:46.169 --> 00:05:48.270 in when you're gonna approach that customer, 101 00:05:48.730 --> 00:05:54.090 what are you gonna ask them? Are you prepared with opening statements? Are you prepared with, 102 00:05:55.385 --> 00:05:55.885 engaging 103 00:05:56.505 --> 00:05:57.005 questions? 104 00:05:57.945 --> 00:06:03.005 What are you gonna say to them? And rather than go back to what you always say, 105 00:06:03.705 --> 00:06:04.205 try 106 00:06:04.665 --> 00:06:09.085 to imagine what they might want you to say to them and then ask that. 107 00:06:10.050 --> 00:06:11.650 Really? What what are you going to 108 00:06:12.850 --> 00:06:15.830 what are you gonna do with this? Where are you gonna be? 109 00:06:16.530 --> 00:06:18.790 If your if your up desk 110 00:06:19.169 --> 00:06:19.669 is 111 00:06:19.970 --> 00:06:21.110 right near the door, 112 00:06:21.490 --> 00:06:24.630 do you wanna greet them there, or do you wanna move? 113 00:06:25.145 --> 00:06:28.525 If you're going to greet them, are you gonna greet them in motion 114 00:06:29.305 --> 00:06:34.185 in as you're walking by and saying hello, welcome and glad glad to see you. Keep walking. 115 00:06:34.185 --> 00:06:35.565 Go do something. Come back. 116 00:06:36.825 --> 00:06:39.225 What are you gonna say to them? Do you have an opening question? 117 00:06:39.225 --> 00:06:43.860 Do you have an opening question that has anything to do with right now the World Cup is still going on? 118 00:06:43.860 --> 00:06:46.680 God knows we can talk about that. Someone's wearing a shirt. 119 00:06:48.580 --> 00:06:50.039 Or or is it the weather? 120 00:06:50.500 --> 00:06:51.000 Or 121 00:06:51.315 --> 00:06:55.735 I'm in Massachusetts. It is overcast because of smoke from Canada. 122 00:06:56.115 --> 00:06:57.895 Like, that's something to talk about. 123 00:06:58.195 --> 00:07:00.695 Or talk about what traffic was like. Something. 124 00:07:01.395 --> 00:07:03.175 What are you going to say to them 125 00:07:03.800 --> 00:07:08.380 instead of what we always say to them? Because what we overlook is 126 00:07:08.840 --> 00:07:12.940 that what we say to them contributes to them saying I'm just browsing. 127 00:07:13.400 --> 00:07:16.620 So if we're asking them any version of 128 00:07:17.104 --> 00:07:18.485 how may I help you? 129 00:07:18.785 --> 00:07:24.165 What brought you in today? They are going to say, I'm just browsing. I'm just looking. 130 00:07:24.305 --> 00:07:25.604 That's what they're gonna do. 131 00:07:26.225 --> 00:07:30.565 So unless we're asking something very different from what they're expecting 132 00:07:31.050 --> 00:07:37.870 or what they experienced at the last place they've been, if you're the second one, then we need to come up with something more, 133 00:07:39.610 --> 00:07:40.110 more 134 00:07:40.650 --> 00:07:41.150 clever, 135 00:07:41.930 --> 00:07:44.270 more playful, more interesting. 136 00:07:45.095 --> 00:07:45.595 So 137 00:07:45.975 --> 00:07:48.475 I know that there are people that play with this. 138 00:07:48.615 --> 00:07:52.875 There's a team that I worked with in Denver, and one of the things that they did is that they practiced 139 00:07:54.134 --> 00:07:55.755 stopping. They had a a, 140 00:07:57.289 --> 00:08:00.270 not a corridor, but a a walkway that to go to the front door. 141 00:08:00.410 --> 00:08:04.110 And they would stop and ask a question from a distance 142 00:08:04.889 --> 00:08:06.270 and then not move 143 00:08:06.729 --> 00:08:11.150 until that person answered them, and it would ask another question and then would move. 144 00:08:11.435 --> 00:08:16.975 I don't know that we experiment enough with this. And there are so many things that we can try, 145 00:08:17.275 --> 00:08:20.735 but I don't think that we are. I think that we keep trying 146 00:08:21.115 --> 00:08:23.775 this a different version of the same thing 147 00:08:24.229 --> 00:08:26.330 and then wonder why it's not getting any 148 00:08:26.710 --> 00:08:27.210 traction 149 00:08:27.590 --> 00:08:29.770 because it's not any different. 150 00:08:30.790 --> 00:08:34.250 So, personally, I'm I'm fond of 151 00:08:34.710 --> 00:08:40.089 what I call over the shoulder greetings that you are it's it's sort of a two step greeting 152 00:08:40.814 --> 00:08:44.995 depending on who they are, of course. But you say hello as you're going somewhere, 153 00:08:45.454 --> 00:08:50.834 as you're going to fluff upholstery or going to check a tag or it looks like you're busy and you're working. 154 00:08:51.134 --> 00:08:55.714 But you're gracious and you're welcome in. It's great to see you. Thanks for being here. 155 00:08:55.910 --> 00:09:00.810 And then go do something and then come back. They don't even have a chance to say I'm just browsing. 156 00:09:01.190 --> 00:09:05.610 But it breaks that up, or you could have a warm up back. If you're up, 157 00:09:05.990 --> 00:09:09.750 you could set send Mary Belle first. Say Mary Belle, just walk by and say hi. 158 00:09:09.750 --> 00:09:14.845 I'm gonna greet them in a minute, but you be the person that they say I'm just browsing to, and I'm gonna get it. 159 00:09:15.145 --> 00:09:16.605 Try different things. 160 00:09:17.065 --> 00:09:17.945 Try different things. 161 00:09:17.945 --> 00:09:22.765 And the same thing's not gonna work for any everyone, and we're not looking for one way. 162 00:09:22.825 --> 00:09:24.765 We are looking for a variety 163 00:09:25.440 --> 00:09:26.320 of of, 164 00:09:27.040 --> 00:09:27.540 effective 165 00:09:28.560 --> 00:09:29.060 openings, 166 00:09:29.440 --> 00:09:30.420 effective questions, 167 00:09:31.280 --> 00:09:32.260 effective statements, 168 00:09:33.680 --> 00:09:34.080 effective, 169 00:09:36.960 --> 00:09:37.940 types of engagement. 170 00:09:38.400 --> 00:09:40.340 And I think the first thing is, 171 00:09:41.315 --> 00:09:44.295 and some of you have heard this before that I quote 172 00:09:44.675 --> 00:09:46.215 Lou Holtz with 173 00:09:47.075 --> 00:09:51.175 when people need love and understanding the most is when they deserve it the least. 174 00:09:51.315 --> 00:09:55.335 And if we have people who are coming in afraid that they don't belong there, 175 00:09:55.910 --> 00:09:57.610 don't know if this is the right place, 176 00:09:57.990 --> 00:09:59.210 is this too expensive, 177 00:10:01.030 --> 00:10:02.250 and their fear 178 00:10:02.870 --> 00:10:03.370 is 179 00:10:03.670 --> 00:10:04.810 or insecurity 180 00:10:06.150 --> 00:10:08.890 shows up as reticence and resistance, 181 00:10:09.504 --> 00:10:13.365 that doesn't mean they're not in the right place, and it doesn't mean that they're mean or awful. 182 00:10:13.745 --> 00:10:15.345 All it means is they're afraid of you. 183 00:10:15.345 --> 00:10:20.545 And that is such a hard concept for us to wrap our head around because you think, I'm a nice person. 184 00:10:20.545 --> 00:10:24.564 How is anybody afraid of me? It's like, well, because they're afraid of the environment. 185 00:10:25.080 --> 00:10:25.820 And especially 186 00:10:26.520 --> 00:10:32.540 as your store has higher price points, they are afraid that they don't belong here. And it doesn't 187 00:10:33.000 --> 00:10:38.700 register for us because we're not equating those two things, but they are. And so 188 00:10:39.504 --> 00:10:40.324 to be 189 00:10:41.024 --> 00:10:41.524 compassionate, 190 00:10:42.305 --> 00:10:42.805 playful, 191 00:10:43.345 --> 00:10:43.845 empathetic, 192 00:10:44.464 --> 00:10:46.404 dial up those skills 193 00:10:46.944 --> 00:10:49.605 because that's it's that your 194 00:10:50.305 --> 00:10:55.819 your energy greets them before you do. If you see them as an interruption, 195 00:10:56.360 --> 00:11:00.779 it shows, and they see it that way too. If you are indifferent 196 00:11:01.160 --> 00:11:10.845 or if you were busy doing something else or if you don't think they belong there or if you get a peek at their car when they pulled in and you think, this is what I've been waiting two hours for. 197 00:11:11.065 --> 00:11:15.565 So if you think that they're killing time and wasting yours and don't think it shows, 198 00:11:15.945 --> 00:11:16.685 it shows. 199 00:11:18.185 --> 00:11:23.325 This is the most important thing that we can do. You can't close what you don't open. 200 00:11:23.900 --> 00:11:28.640 And this is this is our social skill stuff, which is sensitive. 201 00:11:29.020 --> 00:11:31.680 And it's difficult for someone to say, 202 00:11:32.300 --> 00:11:36.320 I feel awkward with strangers. It's like, okay, then let's work on that. 203 00:11:36.725 --> 00:11:39.625 But it's the fact if you feel awkward with strangers. 204 00:11:39.845 --> 00:11:44.745 Now those of you who were who, I've worked with before who are familiar with DISC, 205 00:11:45.205 --> 00:11:46.265 if you're compliant, 206 00:11:46.725 --> 00:11:51.865 you are awkward with strangers because you'd rather avoid them. And I don't mean that in a bad way. 207 00:11:51.930 --> 00:11:53.470 I mean that in a 208 00:11:53.850 --> 00:11:55.950 that's how it goes, is that 209 00:11:56.490 --> 00:11:57.230 high steady, 210 00:11:57.610 --> 00:11:59.470 high compliant, are more comfortable 211 00:12:00.170 --> 00:12:01.310 with with 212 00:12:01.690 --> 00:12:06.774 waiting to be greeted and waiting for interactions to occur then initiating them. 213 00:12:06.774 --> 00:12:07.834 If you're a dominant 214 00:12:08.454 --> 00:12:08.954 or, 215 00:12:10.055 --> 00:12:12.714 you are a an influencer, 216 00:12:13.255 --> 00:12:14.634 you're gonna be really comfortable 217 00:12:15.495 --> 00:12:17.274 initiating a a a connection. 218 00:12:17.894 --> 00:12:18.394 So 219 00:12:19.360 --> 00:12:22.080 I don't know. I think that you ought to just consider it. 220 00:12:22.080 --> 00:12:25.380 Consider that this is something that needs a little bit more practice 221 00:12:25.760 --> 00:12:27.540 than what we're probably giving it. 222 00:12:27.920 --> 00:12:28.420 Okay. 223 00:12:28.800 --> 00:12:29.300 So 224 00:12:30.240 --> 00:12:32.900 have some opening questions. So let me give you some 225 00:12:33.375 --> 00:12:34.835 to play with. Like, 226 00:12:37.375 --> 00:12:38.995 rather than having them say, 227 00:12:42.415 --> 00:12:45.315 you can ask, are we welcoming you in or welcoming you back? 228 00:12:46.459 --> 00:12:50.800 Is this I which is not the same thing as have you been in before. 229 00:12:51.259 --> 00:12:53.839 So just look at some of the questions that you're asking 230 00:12:54.220 --> 00:12:56.560 as well as start to build a 231 00:12:57.755 --> 00:12:59.535 start to build a repertoire 232 00:13:00.075 --> 00:13:02.654 of responses for when they do say I'm just browsing. 233 00:13:03.435 --> 00:13:05.774 Because I have found that 234 00:13:07.115 --> 00:13:09.774 and I don't think this is too strong a percentage, 235 00:13:10.154 --> 00:13:11.615 that you can cut 236 00:13:12.075 --> 00:13:12.575 your 237 00:13:14.389 --> 00:13:14.889 resistance 238 00:13:16.389 --> 00:13:17.610 or just browsing 239 00:13:18.149 --> 00:13:21.850 and nothing comes from it by half, 50%. 240 00:13:22.230 --> 00:13:23.449 If you have a question 241 00:13:23.910 --> 00:13:28.410 or a statement to respond to, just browsing that is other than, 242 00:13:28.865 --> 00:13:32.805 okay. Look around. I'll catch up with you in a few minutes. I know you're gonna have some questions. 243 00:13:33.824 --> 00:13:35.045 Because that's what happens. 244 00:13:36.225 --> 00:13:38.725 That's what happens. So when we go back and reapproach, 245 00:13:39.185 --> 00:13:46.430 we had a kinda lame initial approach, and you're gonna have a lame reapproach because you're gonna go back and say, do you have any questions? 246 00:13:46.430 --> 00:13:47.570 And they're gonna say 247 00:13:47.950 --> 00:13:48.450 no. 248 00:13:49.310 --> 00:13:49.810 So 249 00:13:50.110 --> 00:13:53.630 when they say I'm just browsing, it's like this is the perfect place to start. 250 00:13:53.630 --> 00:13:55.090 Thanks for starting with us. 251 00:13:55.265 --> 00:13:58.725 Or they say I'm just looking and you say if you're looking, you're probably gonna find something. 252 00:13:58.785 --> 00:14:04.245 So how can I help you to do that? Or if they say I'm just looking or I'm just browsing, wonderful. 253 00:14:04.705 --> 00:14:06.965 To add to what you have or to replace something? 254 00:14:07.370 --> 00:14:11.949 Or for what room today? Are you looking for yourself or someone you love? Like, that's five. 255 00:14:12.329 --> 00:14:15.550 So to come up with some ways of asking a question 256 00:14:16.410 --> 00:14:18.029 when they say I'm just browsing 257 00:14:18.490 --> 00:14:22.990 so that you can at least spark something else for which room today? 258 00:14:24.305 --> 00:14:27.845 Like, what is what's the question you're going to ask 259 00:14:29.025 --> 00:14:31.205 to keep the conversation moving? 260 00:14:31.265 --> 00:14:35.605 You may still let them go, but you're gonna let them go a little bit differently. 261 00:14:36.560 --> 00:14:38.020 Truly, a little bit differently 262 00:14:38.560 --> 00:14:39.300 than that. 263 00:14:39.760 --> 00:14:40.260 So, 264 00:14:42.640 --> 00:14:43.140 so 265 00:14:44.080 --> 00:14:47.540 if you do let them go, I would recommend that 266 00:14:48.160 --> 00:14:49.380 if you go back, 267 00:14:50.024 --> 00:14:52.045 rather than saying, do you have any questions, 268 00:14:52.985 --> 00:14:56.045 ask them, what's the first question you have for me today? 269 00:14:56.425 --> 00:14:59.644 Similar to when someone says they need to think about it as an objection 270 00:15:00.024 --> 00:15:04.410 to ask them, what's the what's the one thing you wanna think about most? 271 00:15:04.470 --> 00:15:07.050 So when we ask people to isolate something, 272 00:15:07.590 --> 00:15:09.370 it will spark more of a conversation 273 00:15:09.750 --> 00:15:12.330 than if you leave your question open and vague. 274 00:15:12.710 --> 00:15:13.770 So, again, 275 00:15:14.105 --> 00:15:16.685 these are things to practice. And for sales managers, 276 00:15:17.065 --> 00:15:18.765 I really encourage you to practice. 277 00:15:19.465 --> 00:15:20.685 Ask your sales 278 00:15:21.065 --> 00:15:22.845 people, your associates, your designers, 279 00:15:23.225 --> 00:15:29.165 what is the most uncomfortable customer you get? Then have them be that and you be someone 280 00:15:30.060 --> 00:15:35.200 who who opens that, that that's the greeting that you get. And what are you gonna do with it? 281 00:15:35.260 --> 00:15:35.820 Play with it. 282 00:15:35.820 --> 00:15:40.800 You don't have to be right, but you're always gonna learn something if you just play with this stuff. 283 00:15:41.580 --> 00:15:43.840 Okay. And the last one is 284 00:15:44.735 --> 00:15:48.975 let's say that you get through. Let's say that you they say, I'm just browsing. 285 00:15:48.975 --> 00:15:53.795 You say for yourself as someone you love, and they say, oh, it's for myself, but I am expecting 286 00:15:54.334 --> 00:15:56.195 my spouse to be in shortly. 287 00:15:56.815 --> 00:16:02.350 You know, they're finishing up a golf match, and they're gonna meet me shortly so that we can work on this together. 288 00:16:02.350 --> 00:16:04.610 And you say, okay. Can we something. 289 00:16:04.990 --> 00:16:09.389 Can we get you started? What's the room we're starting with? We can have them catch up with us. 290 00:16:09.389 --> 00:16:11.889 But you just move into it. Or 291 00:16:12.675 --> 00:16:17.555 you say, great, like, where are they playing golf, and do you play golf too? You could start that. 292 00:16:17.555 --> 00:16:19.015 Start a a chatter. 293 00:16:19.635 --> 00:16:23.095 Everything we're talking about here, honestly, are social skills. 294 00:16:24.115 --> 00:16:27.255 And I know that for the influencers on the call, 295 00:16:27.770 --> 00:16:31.070 this is not an area that's a difficulty for you because 296 00:16:31.690 --> 00:16:36.430 high influencers in DISC, high influencers, they they they've never been a stranger. 297 00:16:36.570 --> 00:16:39.310 They can find a way to talk to anyone 298 00:16:39.845 --> 00:16:42.825 because they are hell bent on finding commonalities, 299 00:16:43.525 --> 00:16:47.545 finding something that is gonna bridge the divide between us 300 00:16:47.925 --> 00:16:51.225 and have a stranger become at least an acquaintance. 301 00:16:51.845 --> 00:16:52.345 So 302 00:16:53.260 --> 00:16:57.360 with high influence, high steady in the DISC profile, 303 00:16:59.100 --> 00:17:00.959 what does happen is 304 00:17:01.260 --> 00:17:03.200 how do you stop the chatter 305 00:17:03.980 --> 00:17:05.119 and move this 306 00:17:05.420 --> 00:17:06.640 to a business conversation? 307 00:17:07.484 --> 00:17:10.625 And for that, we have what I call pivot questions. 308 00:17:11.085 --> 00:17:14.625 So with that, let's say that you're talking about well, let's say you're talking about golf. 309 00:17:15.165 --> 00:17:19.984 You talk about golf and, you know, different things about golf and just golf. 310 00:17:20.525 --> 00:17:21.940 And to say 311 00:17:22.720 --> 00:17:23.220 something 312 00:17:23.680 --> 00:17:25.380 on the order of, 313 00:17:27.520 --> 00:17:31.360 I could talk about golf with you all day, and you're so enthusiastic about it. 314 00:17:31.360 --> 00:17:34.100 It makes me wanna get out and play today. However, 315 00:17:34.400 --> 00:17:36.740 I know that you came in for something special. 316 00:17:37.065 --> 00:17:37.565 So 317 00:17:38.024 --> 00:17:41.565 where can I direct you to today? Or what are we gonna work on 318 00:17:41.865 --> 00:17:43.485 while you're here today? 319 00:17:44.585 --> 00:17:45.085 That. 320 00:17:45.705 --> 00:17:46.205 So 321 00:17:46.825 --> 00:17:49.565 we need those questions that are gonna move us 322 00:17:50.184 --> 00:17:51.565 from social chatter 323 00:17:51.960 --> 00:17:53.260 to a business conversation. 324 00:17:53.640 --> 00:17:54.140 Or, 325 00:17:55.240 --> 00:17:59.899 what I'm the in the in my bridge questions, what can I help you accomplish today, 326 00:18:00.200 --> 00:18:02.539 is a way of pivoting from chatter 327 00:18:03.559 --> 00:18:07.745 to a business conversation? And, again, this is one of those delicate social 328 00:18:08.125 --> 00:18:08.625 skills 329 00:18:09.405 --> 00:18:10.065 that that 330 00:18:10.445 --> 00:18:12.145 if you have kept the greeting 331 00:18:12.845 --> 00:18:13.345 light, 332 00:18:14.125 --> 00:18:15.425 forget about furniture. 333 00:18:15.805 --> 00:18:18.865 This is a person. We're selling people furniture. 334 00:18:19.950 --> 00:18:20.990 This is a person. 335 00:18:20.990 --> 00:18:26.929 So just be interested in them because that's what we most wanna communicate in the in the beginning, 336 00:18:27.230 --> 00:18:28.610 is that we're interested 337 00:18:29.070 --> 00:18:29.730 in them. 338 00:18:30.510 --> 00:18:32.049 And anything that 339 00:18:33.265 --> 00:18:35.365 anything that smacks of indifference 340 00:18:35.905 --> 00:18:38.005 or they don't belong there or, 341 00:18:40.785 --> 00:18:42.565 the the you're not the right person, 342 00:18:43.025 --> 00:18:44.885 anything that it just is 343 00:18:45.265 --> 00:18:47.205 it just it it leaks through 344 00:18:48.240 --> 00:18:48.740 everything, 345 00:18:49.040 --> 00:18:53.540 and that's what they experience. And I don't think that that's what anybody wants. So so, 346 00:18:55.520 --> 00:18:56.020 questions. 347 00:18:56.800 --> 00:19:00.020 This is it's broad. I'm sure that you've got some examples, 348 00:19:00.320 --> 00:19:05.395 and then this is I'm gonna open it up to questions and answers now to anyone 349 00:19:05.855 --> 00:19:06.595 who has 350 00:19:06.975 --> 00:19:08.035 questions about 351 00:19:09.855 --> 00:19:13.955 what to do, what to say, how to say it, with whom to say it, any of that. 352 00:19:15.320 --> 00:19:17.820 So who wants who would like to go first? 353 00:19:30.785 --> 00:19:34.005 I can start us off. Thank you. Yeah. 354 00:19:35.185 --> 00:19:39.925 So I'd say I resonate or our team probably resonates with a lot of what you're saying. 355 00:19:40.625 --> 00:19:41.125 We 356 00:19:41.825 --> 00:19:43.525 probably have the most high 357 00:19:45.120 --> 00:19:47.780 eye of the DISC, you know, the very successful team. 358 00:19:48.720 --> 00:19:52.820 So they're very comfortable talking to people. I would say, do you have any more suggestions 359 00:19:53.200 --> 00:19:55.140 on turning it less from 360 00:19:55.760 --> 00:19:58.340 chatting into more of a business conversation? 361 00:19:58.640 --> 00:20:00.100 We're not good at the close. 362 00:20:01.415 --> 00:20:04.635 You so are they good at switching it from 363 00:20:06.294 --> 00:20:08.695 where do they so what are you noticing with them? 364 00:20:08.695 --> 00:20:12.395 Do they get caught in the conversation and they don't know how to 365 00:20:12.934 --> 00:20:13.995 move it along? 366 00:20:14.455 --> 00:20:16.235 Are they enjoying it too much? 367 00:20:16.620 --> 00:20:17.820 Are they talking about them? 368 00:20:17.820 --> 00:20:24.720 If they well, one of the dangers we have as as wonderful as influencers are is the talk about themselves conversation 369 00:20:25.180 --> 00:20:27.840 so that they see when the client says, 370 00:20:30.155 --> 00:20:34.655 talks about golf, they start talking about their golf game. And I know that initially, 371 00:20:35.115 --> 00:20:37.375 they sometimes see this as 372 00:20:37.835 --> 00:20:39.375 a way to create connection, 373 00:20:39.915 --> 00:20:42.015 but they keep talking about themselves. 374 00:20:42.555 --> 00:20:44.175 So some of it might be, 375 00:20:44.850 --> 00:20:47.670 what's the content of the conversation? Are they 376 00:20:48.370 --> 00:20:51.110 are they asking more questions of 377 00:20:51.970 --> 00:20:52.790 the customer 378 00:20:53.570 --> 00:20:54.070 about 379 00:20:56.049 --> 00:21:01.515 golf for themselves and what their experience is? Or are they taking this as an opportunity 380 00:21:01.975 --> 00:21:08.555 to talk about their golf game and what they like about golf and their outfits when they play golf, any of that stuff? 381 00:21:10.215 --> 00:21:11.195 What are you noticing? 382 00:21:12.530 --> 00:21:15.090 Well, I guess I overhyped them, 383 00:21:15.650 --> 00:21:16.790 because they 384 00:21:17.730 --> 00:21:24.230 so a lot of times, they're taking just browsing too seriously, but then if they are following up, it's more trying to get in socially. 385 00:21:24.290 --> 00:21:26.549 Like, they think that's their way back in. 386 00:21:27.195 --> 00:21:30.095 So maybe getting distracted on that and not 387 00:21:30.395 --> 00:21:33.695 turning it back into what are we trying to get accomplished today 388 00:21:34.075 --> 00:21:35.615 Yes. While looking. 389 00:21:36.794 --> 00:21:38.554 Well, I would say that would be, 390 00:21:39.355 --> 00:21:40.895 maybe to help them. 391 00:21:44.220 --> 00:21:45.279 That's a good question. 392 00:21:45.580 --> 00:21:48.559 Maybe to help them notice where in the conversation 393 00:21:49.500 --> 00:21:52.320 they need to convert this from social chatter 394 00:21:52.940 --> 00:21:53.679 to business. 395 00:21:54.514 --> 00:21:55.014 And 396 00:21:55.394 --> 00:21:57.335 I would say that, 397 00:22:00.595 --> 00:22:01.414 if you 398 00:22:03.154 --> 00:22:04.115 they're good at 399 00:22:06.740 --> 00:22:09.480 if they're high influencers, they're good at gauging 400 00:22:09.860 --> 00:22:12.520 the sort of spirit and energy in the conversation. 401 00:22:13.300 --> 00:22:14.440 So I would probably, 402 00:22:15.300 --> 00:22:16.360 wherever possible, 403 00:22:16.660 --> 00:22:18.120 ask them to determine 404 00:22:18.660 --> 00:22:20.840 when they think that conversation 405 00:22:21.220 --> 00:22:22.280 needs to move. 406 00:22:22.795 --> 00:22:24.095 And so that they can, 407 00:22:26.075 --> 00:22:27.855 they can heighten their sensitivity 408 00:22:28.635 --> 00:22:31.855 to where that either dip is a little bit of a low. 409 00:22:32.155 --> 00:22:33.855 They notice the client starts 410 00:22:34.235 --> 00:22:39.450 looking elsewhere instead of looking at them. Like, what are the clues that they would need 411 00:22:39.830 --> 00:22:43.050 to know that the chatter has exhausted itself, 412 00:22:44.550 --> 00:22:47.210 and we need to move this to why they came in? 413 00:22:48.150 --> 00:22:48.650 Yeah. 414 00:22:49.190 --> 00:22:49.690 So 415 00:22:49.990 --> 00:22:51.450 or you can time it. 416 00:22:52.865 --> 00:22:54.725 Like, you probably have about 417 00:22:56.144 --> 00:22:58.485 if you're five minutes into Chatter, 418 00:22:59.105 --> 00:23:00.164 that's that's 419 00:23:00.784 --> 00:23:01.605 far enough. 420 00:23:02.544 --> 00:23:03.044 Right. 421 00:23:06.610 --> 00:23:07.590 Yeah. Thank you. 422 00:23:08.450 --> 00:23:11.250 And thank you for going first. Who would like to go next? 423 00:23:11.250 --> 00:23:19.410 I have a unfortunately, we have a lot of Lauren, no last name, so I can't see who's who because of how it got registered or something. 424 00:23:19.410 --> 00:23:19.910 So, 425 00:23:21.515 --> 00:23:22.015 yes. 426 00:23:25.915 --> 00:23:31.054 So what's the struggle what's the biggest struggle that so I'm gonna ask sales managers. 427 00:23:31.755 --> 00:23:32.815 What's the biggest 428 00:23:33.195 --> 00:23:34.975 struggle where do you notice 429 00:23:36.390 --> 00:23:37.130 with your 430 00:23:37.510 --> 00:23:38.010 associates 431 00:23:38.870 --> 00:23:39.370 that 432 00:23:42.870 --> 00:23:43.930 where do you notice 433 00:23:45.190 --> 00:23:48.250 that it's not going well? Is it at the front? 434 00:23:48.945 --> 00:23:51.524 Is it further along that they've tried to reapproach? 435 00:23:52.225 --> 00:23:53.445 Where are you noticing 436 00:23:53.985 --> 00:23:55.365 the breakdown occurs 437 00:23:55.745 --> 00:23:57.684 that they cannot get in? 438 00:24:10.280 --> 00:24:11.420 Erica Olsen? 439 00:24:14.455 --> 00:24:17.755 You may be off off screen, but I see you're here. 440 00:24:19.575 --> 00:24:20.475 Or Jesse. 441 00:24:27.760 --> 00:24:29.780 I was hoping Erica would jump in. 442 00:24:31.040 --> 00:24:32.180 Of course you were. 443 00:24:33.680 --> 00:24:35.700 I think it it might depend 444 00:24:36.160 --> 00:24:38.260 differ for us between our two locations. 445 00:24:38.960 --> 00:24:40.340 Okay. But I think 446 00:24:40.835 --> 00:24:42.695 I see it often where it's, 447 00:24:43.075 --> 00:24:47.095 you know, right after somebody comes through the door or after that initial greeting 448 00:24:47.635 --> 00:24:48.135 and, 449 00:24:48.835 --> 00:24:53.335 you know, they put up that wall right away, and sometimes we don't know how to get around it. 450 00:24:56.350 --> 00:24:59.389 So what is tell could you be a little bit more specific? 451 00:24:59.389 --> 00:25:05.330 What are they what is happening now that have you well, my first question is and this is to all sales managers. 452 00:25:05.870 --> 00:25:06.929 Are you watching 453 00:25:07.789 --> 00:25:09.889 the are you watching your sales associates 454 00:25:10.590 --> 00:25:11.090 from 455 00:25:12.055 --> 00:25:14.875 when the car pulls into the parking lot 456 00:25:15.575 --> 00:25:18.635 and watching what they do as we've talked about, 457 00:25:19.015 --> 00:25:19.995 how they prepare, 458 00:25:21.015 --> 00:25:21.755 what they, 459 00:25:23.575 --> 00:25:24.315 what they 460 00:25:26.260 --> 00:25:27.160 do physically, 461 00:25:28.020 --> 00:25:29.480 where they put themselves, 462 00:25:30.580 --> 00:25:31.400 what they 463 00:25:32.820 --> 00:25:34.840 what their first question is, 464 00:25:35.540 --> 00:25:37.960 what the customer says, what they respond. 465 00:25:38.500 --> 00:25:40.040 Are you able to watch 466 00:25:40.905 --> 00:25:41.405 from 467 00:25:42.265 --> 00:25:44.045 as they walk in the door 468 00:25:45.145 --> 00:25:46.605 all the way to that point? 469 00:25:50.265 --> 00:25:54.845 I don't do a great job of watching the whole process, but I think you made a great point about 470 00:25:55.540 --> 00:25:57.880 being prepared before they walk through the door 471 00:25:58.980 --> 00:26:01.640 and having something unique to say to them, a greeting. 472 00:26:02.180 --> 00:26:07.060 Because I think often, it's very easy just to say, hi. Welcome in. What are you looking for? 473 00:26:07.060 --> 00:26:10.600 Instead of trying to find something personal. And sometimes 474 00:26:11.195 --> 00:26:16.335 the customer's just browsing, and they browse through quicker than we can even reapproach. So 475 00:26:16.875 --> 00:26:18.175 there's just no connection. 476 00:26:19.035 --> 00:26:20.715 Well, I think that's true. 477 00:26:20.715 --> 00:26:25.295 And I think that well, first of all and I think that there's a direct correlation 478 00:26:26.460 --> 00:26:26.960 between 479 00:26:27.340 --> 00:26:28.080 top producers 480 00:26:28.940 --> 00:26:31.440 and what they think people are here to do. 481 00:26:31.740 --> 00:26:34.000 Mhmm. Right? I think top producers 482 00:26:34.620 --> 00:26:36.799 do not believe that customers are browsing. 483 00:26:37.580 --> 00:26:42.445 Top producers think these people would have plenty of other it is summer, and it's hot. 484 00:26:42.585 --> 00:26:45.725 If there's a beach nearby, they could be at it or at the pool. 485 00:26:46.025 --> 00:26:48.845 If they and furniture is a delayable purchase. 486 00:26:48.985 --> 00:26:53.565 So if we think that they're here for any other reason than something serious, 487 00:26:54.240 --> 00:26:55.700 That's how it all starts. 488 00:26:56.160 --> 00:26:56.660 Truly. 489 00:26:57.120 --> 00:27:00.660 The are they think they are killing time and wasting mine. 490 00:27:01.840 --> 00:27:04.740 And when we think that and don't think it shows, 491 00:27:05.040 --> 00:27:05.860 it shows. 492 00:27:06.475 --> 00:27:06.975 So 493 00:27:07.674 --> 00:27:10.075 are they like, oh my gosh. Are they prepared? 494 00:27:10.075 --> 00:27:13.034 Like, I wonder if this is gonna be a sale or an appointment today. 495 00:27:13.034 --> 00:27:18.254 I wonder I wonder what room this is gonna be for. Like, they're not thinking that way. They're doing 496 00:27:19.370 --> 00:27:19.850 something else. 497 00:27:19.850 --> 00:27:24.029 The customer comes in, and in their mind, they're that customer is now an interruption 498 00:27:25.450 --> 00:27:29.789 from from could be Facebook for all we know. Right? But they're interrupting 499 00:27:30.570 --> 00:27:31.320 them, and 500 00:27:31.865 --> 00:27:34.525 and we, again, don't think it shows. They're not prepared 501 00:27:34.985 --> 00:27:36.925 to make a great greeting. 502 00:27:37.305 --> 00:27:38.365 They're not prepared 503 00:27:38.825 --> 00:27:44.685 to welcome that person in so that they feel as as they feel the gratitude 504 00:27:45.225 --> 00:27:48.980 that we are so happy that they're here. That is not happening. 505 00:27:49.440 --> 00:27:50.960 Sure. That's a great point. Right? 506 00:27:50.960 --> 00:28:02.340 And if we actually took that on in leadership, if we took that on and said, we want our customers, when they walk in the door, to feel loved and appreciated, and we are so happy that they're here. 507 00:28:02.434 --> 00:28:05.335 And we took that on, even did it for one week 508 00:28:05.715 --> 00:28:09.095 and really watched that, really, really dialed into that. 509 00:28:09.395 --> 00:28:12.215 I I assert we would have a really different, 510 00:28:14.755 --> 00:28:17.575 engagement. We would have a way different conversion rate. 511 00:28:18.019 --> 00:28:21.480 It would be different, but we are not doing it collectively 512 00:28:22.659 --> 00:28:23.159 collectively. 513 00:28:24.019 --> 00:28:27.879 Mhmm. So Yeah. That's a great point. You know, and it it's certainly 514 00:28:28.500 --> 00:28:31.159 and, Jesse, I know that you and Erica and, 515 00:28:31.855 --> 00:28:35.475 and I had talked about this on another in another call, 516 00:28:36.015 --> 00:28:36.755 and that, 517 00:28:38.015 --> 00:28:41.154 Jesse and Erica were in the last sales management program. 518 00:28:41.615 --> 00:28:42.115 And 519 00:28:43.215 --> 00:28:46.034 I just don't know that we take on 520 00:28:47.700 --> 00:28:52.440 the the whole breeding and what we're gonna do with it as a as a level of practice 521 00:28:52.900 --> 00:28:54.360 in a way that really matters. 522 00:28:55.220 --> 00:28:56.440 Right? And that, 523 00:28:58.020 --> 00:29:00.600 how are we practicing so that we're practicing 524 00:29:02.794 --> 00:29:04.575 let's say that if 525 00:29:04.955 --> 00:29:05.455 salesperson 526 00:29:05.755 --> 00:29:09.695 is up, customer walks in the door, that you watch them 527 00:29:10.075 --> 00:29:11.135 and the salesperson 528 00:29:11.674 --> 00:29:13.534 actually matches their pace 529 00:29:13.995 --> 00:29:15.054 to that customer. 530 00:29:16.080 --> 00:29:18.340 Right? That if the customer is moving slowly, 531 00:29:18.640 --> 00:29:21.059 they move slowly. That you wanna match 532 00:29:21.440 --> 00:29:24.740 what the energy is that they've come in with with yours. 533 00:29:25.360 --> 00:29:26.340 I know that 534 00:29:27.679 --> 00:29:28.500 we love 535 00:29:29.085 --> 00:29:29.825 how enthusiastic 536 00:29:30.445 --> 00:29:35.025 influencers can be, but that actually can be a lot for someone who's a compliant 537 00:29:35.405 --> 00:29:41.985 to be met with that level of you, you know, Cocker Spaniel puppy energy that is so we're so happy to see you here. 538 00:29:42.205 --> 00:29:44.705 So we wanna measure that in a way that 539 00:29:46.820 --> 00:29:48.759 is just more in keeping with 540 00:29:49.059 --> 00:29:50.039 what we have. 541 00:29:52.899 --> 00:29:55.080 Right? Sounds good. Thank you. 542 00:29:55.380 --> 00:29:58.919 Well, thank you for that. Okay. Anyone else? 543 00:29:59.955 --> 00:30:04.535 Who wants to be next? And anyone from trade showrooms as well because 544 00:30:05.315 --> 00:30:07.335 that's a little different. And it's 545 00:30:07.794 --> 00:30:09.495 it's funny that I watch 546 00:30:10.595 --> 00:30:11.655 people in, 547 00:30:14.340 --> 00:30:16.600 trade show rooms who have been in retail 548 00:30:16.980 --> 00:30:18.040 and successful 549 00:30:18.580 --> 00:30:19.800 as retail salespeople 550 00:30:20.580 --> 00:30:21.480 who have 551 00:30:22.260 --> 00:30:23.480 better skills 552 00:30:24.020 --> 00:30:27.000 in trade show rooms than people who have not. 553 00:30:27.645 --> 00:30:30.065 Because they've been in that world of 554 00:30:30.845 --> 00:30:32.865 creating an incoming stranger 555 00:30:33.405 --> 00:30:35.585 and making a connection with them. 556 00:30:36.925 --> 00:30:37.425 And 557 00:30:38.045 --> 00:30:42.785 I think that that's something to and does anyone up against I see that Tim's on the call. 558 00:30:44.660 --> 00:30:45.240 That anyone 559 00:30:45.860 --> 00:30:49.320 experienced that as trade showrooms. What do you expect 560 00:30:49.700 --> 00:30:53.240 when you have a dedicated customer base of designers 561 00:30:53.700 --> 00:30:55.880 who you either know or don't know? 562 00:30:57.255 --> 00:30:58.315 What's the protocol 563 00:30:59.095 --> 00:30:59.915 for incoming 564 00:31:00.455 --> 00:31:02.315 opportunities in a trade showroom? 565 00:31:03.415 --> 00:31:08.795 And, Tim, you may be the only one that I can actually identify here. But what do you notice, Tim? 566 00:31:19.360 --> 00:31:20.660 He may be otherwise engaged. 567 00:31:21.520 --> 00:31:22.020 Okay. 568 00:31:22.320 --> 00:31:22.820 So 569 00:31:28.185 --> 00:31:28.685 Hi. 570 00:31:29.545 --> 00:31:31.325 Hi. My name is Kiana. 571 00:31:31.865 --> 00:31:33.405 Hi, Kiana. So much. 572 00:31:34.105 --> 00:31:35.565 I have a question. 573 00:31:37.570 --> 00:31:39.270 So one of my main, 574 00:31:40.450 --> 00:31:42.470 like, I would say, is that 575 00:31:43.330 --> 00:31:46.310 I start greeting them with what I think 576 00:31:46.770 --> 00:31:47.830 is a neutral, 577 00:31:49.010 --> 00:31:51.804 comment. Like, it's a beautiful weather out there. 578 00:31:51.804 --> 00:31:55.265 Like, how how did you enjoy your commute getting here? 579 00:31:55.804 --> 00:31:56.544 And then 580 00:31:56.845 --> 00:31:59.585 they go back as to say, for example, 581 00:31:59.885 --> 00:32:01.345 oh, I hate the sun. 582 00:32:01.965 --> 00:32:05.245 It's too warm, and the commute was traffic. Like 583 00:32:05.920 --> 00:32:08.420 and then how do you bounce back from that? 584 00:32:09.040 --> 00:32:09.940 Ask a question. 585 00:32:11.280 --> 00:32:16.660 So ask a question. When they say it's too hot or I hate the sun, say tell me what you prefer. 586 00:32:17.040 --> 00:32:20.340 Or they say I hate traffic. It's like, how do you avoid it? 587 00:32:21.434 --> 00:32:22.414 Oh, I see. 588 00:32:23.595 --> 00:32:27.135 Right? And So And what what have to solve the problem. 589 00:32:27.595 --> 00:32:29.375 Right? That's not the problem. 590 00:32:29.755 --> 00:32:32.335 Right? All we wanna do is keep the Volley 591 00:32:32.635 --> 00:32:33.135 going. 592 00:32:34.580 --> 00:32:35.080 Okay. 593 00:32:35.460 --> 00:32:42.520 And so my next question, this is something that I had experienced with, and it was very awkward to me was that, 594 00:32:43.460 --> 00:32:49.000 clients come in, and they're kinda running away from anyone who think 595 00:32:49.445 --> 00:32:51.145 is going to approach them. 596 00:32:51.525 --> 00:32:55.865 And then when you get to say hi, they're like, we're just browsing, 597 00:32:56.325 --> 00:32:57.865 and and they continue 598 00:32:58.165 --> 00:32:59.705 running away from you. 599 00:33:00.805 --> 00:33:04.985 When would you accept the defeat that this person is 600 00:33:05.360 --> 00:33:11.780 actually browsing and has just does not want to engage with you, or when do you just keep pushing? 601 00:33:12.320 --> 00:33:14.660 Well, it it depends on how playful 602 00:33:15.360 --> 00:33:16.980 and persistent you are. 603 00:33:17.520 --> 00:33:17.760 Like 604 00:33:19.395 --> 00:33:21.255 and this will sound odd 605 00:33:22.755 --> 00:33:23.255 literally, 606 00:33:24.035 --> 00:33:24.535 but, 607 00:33:24.835 --> 00:33:29.475 you know, it could be one of those, alright. The per we're gonna race to the back of the store. 608 00:33:29.475 --> 00:33:34.215 It's about a 100 feet. The person that gets there first is gonna buy lunch today. 609 00:33:34.595 --> 00:33:37.690 Or, like, how can we be playful with that? 610 00:33:37.690 --> 00:33:41.130 Like, I know you're you're running as fast as you can to get away with me. 611 00:33:41.130 --> 00:33:45.630 If you just let me tell you where where some things are, I will let you keep running. Like 612 00:33:46.090 --> 00:33:50.830 but I say that but I say that with a caveat, and the caveat is this. 613 00:33:52.065 --> 00:33:53.684 You can't be playful 614 00:33:54.304 --> 00:33:55.365 if you're angry. 615 00:33:55.985 --> 00:33:58.245 You can't be playful if you're resentful. 616 00:33:58.865 --> 00:34:01.125 You can only be playful if you're playful 617 00:34:01.985 --> 00:34:06.405 and looking to actually enjoy them and have fun and aren't making them wrong 618 00:34:07.090 --> 00:34:08.310 for avoiding you. 619 00:34:09.489 --> 00:34:09.969 Right? 620 00:34:09.969 --> 00:34:14.929 That you're playful about it, and you're not taking it seriously, and you're not in your head like, what a jerk. 621 00:34:14.929 --> 00:34:17.730 How did I get this one? Two hours, I haven't had enough. 622 00:34:17.730 --> 00:34:22.665 Like, any of that stuff that's going on in our head that we don't think shows, it does show. 623 00:34:23.545 --> 00:34:27.145 Yes. Yes. But it's like, oh my gosh. How can you avoid me this long? 624 00:34:27.145 --> 00:34:31.165 I'm not that I'm not that diff like, whatever. Like, how can you make this 625 00:34:31.625 --> 00:34:37.324 fun and interesting? Because there I guarantee you get somebody on your on your team 626 00:34:37.779 --> 00:34:41.880 who does not have a problem with ops, does not have a problem with them, 627 00:34:42.179 --> 00:34:43.480 gets through everybody. 628 00:34:43.940 --> 00:34:47.960 And you gotta watch what they do because they have a highly flexible, 629 00:34:49.935 --> 00:34:51.715 highly open and approachable 630 00:34:52.255 --> 00:34:53.795 way about them 631 00:34:54.415 --> 00:34:57.715 that is not that people don't resist. They are literally 632 00:34:58.655 --> 00:34:59.155 irresistible. 633 00:35:00.255 --> 00:35:00.575 Yes. 634 00:35:00.575 --> 00:35:07.190 But if you consider that it's a practiced way of being, like, little children can be like that, but they're not all irresistible. 635 00:35:08.210 --> 00:35:09.430 Right? Yes. 636 00:35:09.890 --> 00:35:14.710 And and but it's a practiced way of being. So it's it it is practice being playful, 637 00:35:16.610 --> 00:35:17.110 generate, 638 00:35:17.505 --> 00:35:19.265 being grateful that they're here. 639 00:35:19.265 --> 00:35:23.505 Like, really be present to being grateful that these people are here. 640 00:35:23.505 --> 00:35:25.684 You get to work in a beautiful showroom. 641 00:35:25.984 --> 00:35:29.904 You get to sell home furnishings to help people have beautiful homes. 642 00:35:29.904 --> 00:35:32.885 Like, be present to your own stuff that's wonderful. 643 00:35:33.800 --> 00:35:37.820 Yes. Instead of, oh my god. It's been two hours and this is it? Like, seriously? 644 00:35:38.360 --> 00:35:40.700 What's what are they doing with those marketing dollars? 645 00:35:40.840 --> 00:35:44.780 Like, it's like, that's what's going on in their heads, and that's who greets them. 646 00:35:46.065 --> 00:35:47.765 Yes. That's very true. 647 00:35:48.464 --> 00:35:48.964 Right. 648 00:35:49.345 --> 00:35:50.805 Yes. Thank you so much. 649 00:35:51.105 --> 00:35:51.845 You're welcome. 650 00:35:52.065 --> 00:35:57.605 Now there's a there's a there's a company that many of you have heard about, retail company called Bob's Discount Furniture. 651 00:35:58.145 --> 00:35:58.645 And 652 00:35:59.105 --> 00:36:00.005 years ago, 653 00:36:00.840 --> 00:36:03.180 Bob's Discount Furniture came up with a 654 00:36:03.800 --> 00:36:04.700 an opening 655 00:36:06.120 --> 00:36:07.020 in the greeting. 656 00:36:07.160 --> 00:36:11.900 And if you know of them, they're, like, they're they're popping up everywhere across the country. 657 00:36:12.440 --> 00:36:15.980 They it is as you see it. There's no special order. 658 00:36:17.095 --> 00:36:18.075 So Bob's knows 659 00:36:18.855 --> 00:36:24.695 that you have one shot with this person because if they leave here, there's nothing new to call them about. 660 00:36:24.695 --> 00:36:27.575 There's nothing that just came in or there's it's it. 661 00:36:27.575 --> 00:36:32.630 What they see is if they don't find it the way it is now, that's it. So 662 00:36:33.170 --> 00:36:34.309 which doesn't mean 663 00:36:34.770 --> 00:36:36.069 anything other than that. 664 00:36:36.369 --> 00:36:36.869 So 665 00:36:37.250 --> 00:36:40.950 what they were doing, what they tried to do was to say, 666 00:36:42.849 --> 00:36:47.109 can I help you find something right away, or do you want a couple of minutes to yourself? 667 00:36:47.945 --> 00:36:50.205 Which is a wonderful, wonderful opening, 668 00:36:50.985 --> 00:36:53.305 except that they weren't doing both. 669 00:36:53.305 --> 00:36:58.205 They weren't doing it as the sales team was not doing it as an either or conversation. 670 00:36:58.665 --> 00:37:01.245 They were saying, do you want a couple of minutes to yourself? 671 00:37:01.670 --> 00:37:04.010 Now as a high dominant in the disc profile, 672 00:37:04.390 --> 00:37:06.730 I would say, like, get me somebody else, 673 00:37:07.190 --> 00:37:08.250 maybe on the inside. 674 00:37:08.870 --> 00:37:09.370 But 675 00:37:09.670 --> 00:37:13.350 there are people that aren't gonna respond to that, that they don't want a couple of minutes. 676 00:37:13.350 --> 00:37:16.170 They are like, you know, tap, tap, tap. Let's go. 677 00:37:16.655 --> 00:37:20.035 And so it didn't work because the salespeople 678 00:37:20.575 --> 00:37:28.275 use the part of the question that they were most comfortable with rather than asking it as a as a question that makes the customer comfortable. 679 00:37:28.734 --> 00:37:32.195 But there are and again, for those of you familiar with DISC, 680 00:37:32.580 --> 00:37:39.080 there are openings if you identify someone as a high dominant, I they always look like they're on a mission because 681 00:37:39.460 --> 00:37:40.920 they're always on a mission. 682 00:37:41.220 --> 00:37:47.000 So you can say to them, because they walk in, look right at you, don't smile, and say, where are the sectionals? 683 00:37:47.655 --> 00:37:49.035 Where where are the mattresses? 684 00:37:49.895 --> 00:37:53.655 Like, they and that's how it's gonna go. It's like, alright. You're on a mission. Follow me. 685 00:37:53.655 --> 00:37:56.635 Let's go. Like, that's the kind of response that they want. 686 00:37:56.935 --> 00:38:01.680 Whereas an influencer's gonna come in. You hear them before you see them. They're all excited. 687 00:38:01.680 --> 00:38:03.780 It's like, oh my god. This is so gorgeous. 688 00:38:04.320 --> 00:38:05.060 Like that. 689 00:38:05.680 --> 00:38:08.160 Esteadies are gonna come in, and they're 690 00:38:08.720 --> 00:38:09.540 they may 691 00:38:09.840 --> 00:38:13.300 say hi to you from a distance. They're often with someone else, 692 00:38:14.025 --> 00:38:16.605 but they don't initiate in a conversation. 693 00:38:17.625 --> 00:38:23.964 And compliance are not gonna look at you and are much more apt to say, give me a few minutes and browse unattended. 694 00:38:24.345 --> 00:38:25.484 So when we understand 695 00:38:25.785 --> 00:38:26.285 how 696 00:38:26.900 --> 00:38:30.440 by style and wiring they're apt to act, 697 00:38:30.980 --> 00:38:31.960 then we can 698 00:38:32.260 --> 00:38:32.760 amend 699 00:38:33.460 --> 00:38:34.280 and adjust 700 00:38:35.060 --> 00:38:35.880 our greeting 701 00:38:36.260 --> 00:38:37.320 to be like that. 702 00:38:37.620 --> 00:38:39.720 So between getting to neutral, 703 00:38:40.535 --> 00:38:41.035 voice 704 00:38:41.495 --> 00:38:44.715 match, body match, identifying and adapting to disc, 705 00:38:45.015 --> 00:38:47.755 just that alone, you've got a shot 706 00:38:48.375 --> 00:38:49.195 at creating 707 00:38:49.735 --> 00:38:51.675 a greeting that that customer 708 00:38:52.455 --> 00:38:53.195 will appreciate. 709 00:38:55.359 --> 00:38:58.180 But it takes some work on our part to do that. 710 00:39:00.960 --> 00:39:03.140 Okay. What are the questions you have? 711 00:39:08.815 --> 00:39:11.475 How about those people that come in on the phone? 712 00:39:14.895 --> 00:39:17.395 I think we have a special place for them. 713 00:39:18.095 --> 00:39:20.675 You know, they come in on the phone and I don't know 714 00:39:22.820 --> 00:39:24.440 what we think. But 715 00:39:26.660 --> 00:39:29.640 I did an exercise with a team in Florida once, 716 00:39:31.140 --> 00:39:32.680 and it was just on this topic. 717 00:39:33.300 --> 00:39:35.160 And I asked them 718 00:39:35.765 --> 00:39:38.185 because there were a lot of complaints about the customers. 719 00:39:38.485 --> 00:39:43.445 So I said, alright. So up on a flip chart, I started to make a list. And I said, alright. 720 00:39:43.445 --> 00:39:44.585 Let's just list 721 00:39:45.205 --> 00:39:46.345 all of the things 722 00:39:46.645 --> 00:39:47.545 that the customer 723 00:39:48.005 --> 00:39:51.145 should. And I put that up on the should be doing 724 00:39:52.140 --> 00:39:53.440 when they walk in the door. 725 00:39:54.220 --> 00:39:56.960 Like, what are the shoulds that the customer should be doing? 726 00:39:57.260 --> 00:39:59.839 And we listed, and we filled a page. 727 00:40:00.220 --> 00:40:03.680 They should say hello. They should look at me. They shouldn't turn around. 728 00:40:03.915 --> 00:40:08.735 They should hang up their phone. They should. They should. They should. Like, we filled a page. 729 00:40:09.755 --> 00:40:10.895 We filled a page. 730 00:40:11.835 --> 00:40:12.335 And 731 00:40:13.195 --> 00:40:14.175 consider that 732 00:40:14.955 --> 00:40:17.295 should always precedes a resentment. 733 00:40:17.960 --> 00:40:21.019 When we say should, there's some resentment sure to follow. 734 00:40:21.640 --> 00:40:24.619 So when we looked at all of the shoulds that 735 00:40:25.000 --> 00:40:26.140 that customer 736 00:40:26.680 --> 00:40:28.140 should be demonstrating, 737 00:40:28.920 --> 00:40:30.619 doing when they walk in, 738 00:40:31.240 --> 00:40:33.500 there was so little room, 739 00:40:34.055 --> 00:40:37.115 so little room for humanity or anything. 740 00:40:37.495 --> 00:40:39.835 That customer had to be perfect. 741 00:40:41.255 --> 00:40:45.275 When the fact of the matter is, the only thing that should happen 742 00:40:45.735 --> 00:40:48.795 is that we should be grateful that the door opened, 743 00:40:49.790 --> 00:40:50.690 and that's it. 744 00:40:51.950 --> 00:40:55.890 Right? The rest is the work up to us. Our ineffectiveness 745 00:40:56.750 --> 00:40:59.650 with the customer isn't reflective of them. 746 00:41:00.109 --> 00:41:01.250 They are reflective 747 00:41:01.550 --> 00:41:02.290 of us. 748 00:41:05.285 --> 00:41:05.785 Right? 749 00:41:06.164 --> 00:41:08.825 So if we're a little grumpy or impatient 750 00:41:09.285 --> 00:41:12.505 and we're noticing that everybody today is grumpy or impatient, 751 00:41:13.125 --> 00:41:18.825 it's not that everyone today is grumpy or impatient. It's that that's the energy that greeted them, 752 00:41:19.299 --> 00:41:21.240 and that's what they reacted to. 753 00:41:22.900 --> 00:41:24.200 And if if 754 00:41:24.900 --> 00:41:26.200 if we are 755 00:41:27.299 --> 00:41:29.240 a high steady, let's say, 756 00:41:29.779 --> 00:41:31.640 and we think for a greeting 757 00:41:32.099 --> 00:41:33.000 to be effective, 758 00:41:33.700 --> 00:41:34.200 then 759 00:41:34.674 --> 00:41:38.595 we really have to have talked to each other. We need to know about their children. We need to 760 00:41:39.394 --> 00:41:42.214 then we have an unreal unrealistic 761 00:41:42.835 --> 00:41:43.335 expectation 762 00:41:44.035 --> 00:41:45.575 of how much of a connection 763 00:41:45.954 --> 00:41:47.494 we should have with this customer. 764 00:41:47.795 --> 00:41:49.494 We don't need that much of a connection. 765 00:41:50.840 --> 00:41:54.380 Consider that they need to barely tolerate us 766 00:41:55.320 --> 00:41:56.780 at the end of a greeting. 767 00:41:57.080 --> 00:42:02.380 They need to just allow us to start asking them questions. They don't have to like us. 768 00:42:03.995 --> 00:42:08.095 They don't have to like us. They just have to allow us to ask them some questions. 769 00:42:08.635 --> 00:42:14.495 Asking questions, sketching the room, spending time with them, that's what's gonna build the connection. 770 00:42:15.195 --> 00:42:17.730 But it's kinda like getting married on the first date. 771 00:42:17.890 --> 00:42:20.869 That's not what we should expect the greeting to be. 772 00:42:22.290 --> 00:42:25.910 What we need to do is we need to work more at the greeting 773 00:42:26.369 --> 00:42:27.510 to create more 774 00:42:28.850 --> 00:42:29.350 comfort 775 00:42:29.730 --> 00:42:31.109 that they walk into 776 00:42:31.575 --> 00:42:33.675 and comfort that we express 777 00:42:34.375 --> 00:42:38.075 so that they're comfortable with us. That's what we need to do. 778 00:42:38.535 --> 00:42:40.234 They're doing whatever they're doing. 779 00:42:41.734 --> 00:42:42.474 But what 780 00:42:43.175 --> 00:42:43.675 contributes 781 00:42:44.055 --> 00:42:44.555 to 782 00:42:45.110 --> 00:42:47.770 a customer saying I'm just browsing is 783 00:42:48.390 --> 00:42:52.090 that whatever preceded us, whether it's another store 784 00:42:52.950 --> 00:42:56.550 or a fight with their spouse or something before they walked in the door. 785 00:42:56.550 --> 00:42:58.970 Like, it it has absolutely nothing to do with us. 786 00:42:59.744 --> 00:43:00.244 Right? 787 00:43:01.505 --> 00:43:03.204 Or it it 788 00:43:03.505 --> 00:43:04.484 it's a response 789 00:43:04.865 --> 00:43:08.565 to how may I help you or what brings you in today? 790 00:43:09.105 --> 00:43:09.605 Because 791 00:43:10.144 --> 00:43:12.884 I I have done exercises with teams 792 00:43:13.184 --> 00:43:14.404 just on this. 793 00:43:14.780 --> 00:43:22.000 And the and the exercise is to practice asking different questions at the door and we'll 794 00:43:22.460 --> 00:43:23.280 pair up 795 00:43:24.220 --> 00:43:29.855 and customer walks in and the salesperson says, how may I help you today? It's like, wait a minute. 796 00:43:29.855 --> 00:43:31.714 Stop action. We're practicing 797 00:43:32.494 --> 00:43:33.635 doing something different 798 00:43:33.935 --> 00:43:34.675 right now. 799 00:43:36.015 --> 00:43:37.474 And the and the 800 00:43:37.775 --> 00:43:38.275 the 801 00:43:38.815 --> 00:43:43.850 habit of saying, how may I help you and what brings you in today is so strong 802 00:43:44.230 --> 00:43:46.170 that they can't couldn't stop themselves. 803 00:43:48.150 --> 00:43:49.770 So notice when that happens. 804 00:43:51.350 --> 00:43:52.890 Right? Notice when that happens. 805 00:43:53.990 --> 00:43:54.490 Okay. 806 00:43:55.885 --> 00:43:58.225 Does anyone have some opening questions 807 00:43:58.845 --> 00:44:00.785 that you have found to be effective 808 00:44:01.485 --> 00:44:01.985 or 809 00:44:02.285 --> 00:44:04.785 places to stand or sit 810 00:44:05.485 --> 00:44:05.985 or 811 00:44:06.845 --> 00:44:09.985 that you have found in a variety of situations 812 00:44:10.950 --> 00:44:12.410 tends to work well. 813 00:44:12.710 --> 00:44:15.050 And if we have any salespeople on the call, 814 00:44:15.510 --> 00:44:17.750 we'd love to hear from you on that too. But any 815 00:44:18.470 --> 00:44:21.210 anything that you've tried that you have found to be 816 00:44:23.775 --> 00:44:24.674 an effective 817 00:44:25.855 --> 00:44:28.275 opening statement or opening question 818 00:44:30.815 --> 00:44:32.434 that you wanna share with the group? 819 00:44:45.920 --> 00:44:49.540 Okay. Or a response to I'm just browsing. How about that? 820 00:44:52.475 --> 00:44:52.975 No? 821 00:44:55.195 --> 00:44:55.695 Okay. 822 00:44:56.395 --> 00:44:56.895 So 823 00:45:00.155 --> 00:45:04.895 I encourage you then to take a look at for those of you who are salespeople on the call, 824 00:45:05.355 --> 00:45:06.495 I encourage you 825 00:45:06.990 --> 00:45:07.490 to 826 00:45:07.950 --> 00:45:08.450 either 827 00:45:09.470 --> 00:45:10.369 get a buddy 828 00:45:11.150 --> 00:45:13.170 who can watch you greet the customer. 829 00:45:13.630 --> 00:45:16.369 Like, if they're behind if they're behind you in rotation, 830 00:45:20.204 --> 00:45:21.984 then have them observe 831 00:45:22.444 --> 00:45:22.944 you 832 00:45:23.484 --> 00:45:26.845 and watch what you do that's unknown to you. You have blinders on. 833 00:45:26.845 --> 00:45:31.345 It's just it's in your blind spot. You don't even see or know that this is happening. 834 00:45:31.484 --> 00:45:33.345 And for them to really observe 835 00:45:34.000 --> 00:45:39.060 where you greeted them, what you said, what the customer said, what your action was, they may even 836 00:45:39.600 --> 00:45:42.980 sit in a place that they can really get a a good view of this. 837 00:45:43.120 --> 00:45:45.620 But I encourage you as salespeople to be, 838 00:45:47.365 --> 00:45:48.665 to be inquisitive 839 00:45:49.605 --> 00:45:54.105 about your own performance and to put your performance at the end of your arm 840 00:45:54.565 --> 00:45:59.625 instead of defending it with that's just the way I do it. And, like, let that go. 841 00:46:00.600 --> 00:46:01.100 Because 842 00:46:01.880 --> 00:46:05.740 the biggest things that DISC provides are behavioral flexibility 843 00:46:06.360 --> 00:46:07.820 and emotional objectivity 844 00:46:08.440 --> 00:46:13.484 that we can when we can understand ourselves and our wiring as a DISC person 845 00:46:13.945 --> 00:46:16.365 and then understand how to how to, 846 00:46:16.744 --> 00:46:19.325 identify and adapt what other people are, 847 00:46:19.865 --> 00:46:21.565 it gives us a lot of, 848 00:46:23.865 --> 00:46:24.365 information 849 00:46:25.839 --> 00:46:26.339 to 850 00:46:27.119 --> 00:46:27.359 have 851 00:46:28.000 --> 00:46:30.420 to to speed it up, slow it down, 852 00:46:30.720 --> 00:46:33.060 be more energetic, be more subdued, 853 00:46:34.240 --> 00:46:36.099 that that really is gonna resonate 854 00:46:36.560 --> 00:46:37.460 with the customer. 855 00:46:38.234 --> 00:46:44.015 And so that's one, is to have someone observe you and tell you what they're seeing. 856 00:46:44.474 --> 00:46:49.134 Two is to start to build some opening questions and some behavioral flexibility 857 00:46:49.835 --> 00:46:52.494 around how you greet people and where you greet them. 858 00:46:53.400 --> 00:46:58.059 Right? And what you say is and have have a variety of opening statements and questions 859 00:46:58.440 --> 00:47:00.700 so that you can use them and see if they work. 860 00:47:01.079 --> 00:47:04.700 And then the third thing is salespeople. I would say you wanna cultivate, 861 00:47:05.079 --> 00:47:06.619 say, three to five responses 862 00:47:07.005 --> 00:47:08.464 in the form of a question 863 00:47:09.005 --> 00:47:12.704 that when someone says I'm just browsing, you have as a response. 864 00:47:13.085 --> 00:47:15.025 So those three things as salespeople 865 00:47:15.724 --> 00:47:19.744 have someone observe you, and you observe other people so that you can do the same for them. 866 00:47:19.980 --> 00:47:26.720 Come up with some opening questions and statements, and also come up with three to five responses when someone says I'm just browsing 867 00:47:27.020 --> 00:47:29.280 and see if that gets you more distance. 868 00:47:29.580 --> 00:47:33.440 And put a put a time frame on it. Say I'm gonna do this for three days 869 00:47:34.185 --> 00:47:38.765 as an experiment and see what I do. Because when sometimes when we take things on as an experiment, 870 00:47:39.225 --> 00:47:41.085 it gives us a little bit more, 871 00:47:42.985 --> 00:47:45.005 less resistance and more openness 872 00:47:45.465 --> 00:47:46.205 is one. 873 00:47:49.290 --> 00:47:52.270 Oh, thank you, whoever said this. Being oh, it's Erica. 874 00:47:52.570 --> 00:47:55.710 Being busy is our best way of connecting. Our visual team 875 00:47:56.170 --> 00:48:00.590 I just lost that. Our visual team gets a lot of questions for in all locations. 876 00:48:00.730 --> 00:48:03.150 That's absolutely right. That's why one of my favorite 877 00:48:03.684 --> 00:48:11.684 greetings is either over the shoulder or if you're up, go sit near the front door with your thank you notes and then look up when they come in and say, oh, hi. 878 00:48:11.684 --> 00:48:15.065 Welcome in. Come on in. We're just doing some stuff here or that. 879 00:48:15.285 --> 00:48:17.464 Like, having them interrupt you intentionally. 880 00:48:18.309 --> 00:48:19.609 Alright. That's for salespeople. 881 00:48:20.230 --> 00:48:21.049 For managers, 882 00:48:21.670 --> 00:48:23.369 you wanna start looking at 883 00:48:24.630 --> 00:48:25.770 what's really happening. 884 00:48:26.549 --> 00:48:31.475 You and as the same way that I mentioned for someone to observe a salesperson, 885 00:48:32.015 --> 00:48:37.075 the manager should do the same. Is that salesperson in position? Is their head in the game? 886 00:48:37.375 --> 00:48:38.275 Are they prepared? 887 00:48:38.575 --> 00:48:40.515 Are they expecting to do something 888 00:48:40.815 --> 00:48:43.395 and produce an outcome with this opportunity? 889 00:48:43.935 --> 00:48:44.915 Are they happy? 890 00:48:45.350 --> 00:48:46.250 Are they grateful? 891 00:48:46.710 --> 00:48:50.330 Are they have they shaken off whatever is in the way? 892 00:48:50.630 --> 00:48:55.770 Do five we should probably do five jumping jacks before someone walks in the door. 893 00:48:55.990 --> 00:48:57.930 There's a team that I work with in Milwaukee, 894 00:48:58.415 --> 00:49:02.835 and one of the things that they do is you don't get in rotation if you're not up. 895 00:49:03.855 --> 00:49:04.655 You just don't. 896 00:49:04.655 --> 00:49:09.875 Like, you go to the bottom rotation till you get up and are ready to work with someone, which I think is lovely, actually. 897 00:49:10.255 --> 00:49:11.155 So managers 898 00:49:12.000 --> 00:49:14.980 practice this with your people, with your team. 899 00:49:15.120 --> 00:49:22.740 Either do it in short skill drills for them, bring it into the huddle, do it as a meeting, slice it up into lots of different things 900 00:49:23.120 --> 00:49:26.260 so that and if someone's struggling, if someone has 901 00:49:27.225 --> 00:49:28.285 two ops 902 00:49:28.825 --> 00:49:31.965 and hasn't gotten anywhere, they should not get another one 903 00:49:32.905 --> 00:49:37.485 because they're gonna do the same thing. So unless you interrupt what they are doing, 904 00:49:38.265 --> 00:49:42.960 they really have they're not in a good place to take another one because they're gonna do the same thing. 905 00:49:43.920 --> 00:49:44.420 Right? 906 00:49:44.880 --> 00:49:48.660 So you want your the sales manager needs to monitor that. 907 00:49:48.720 --> 00:49:51.780 I mean, it would be great if salespeople thought, I've had three strikeouts. 908 00:49:52.240 --> 00:49:53.780 I should not be in rotation. 909 00:49:54.240 --> 00:49:56.020 But most aren't gonna do that. 910 00:49:56.505 --> 00:49:57.005 Right? 911 00:49:57.305 --> 00:49:58.765 So you want this 912 00:49:59.144 --> 00:50:00.684 you could have a breakthrough 913 00:50:01.224 --> 00:50:02.285 as a team 914 00:50:02.664 --> 00:50:09.244 in this one area, but it is absolutely gonna take a village to do it, and everyone's gonna be uncomfortable. 915 00:50:09.944 --> 00:50:11.325 But consider that 916 00:50:11.670 --> 00:50:12.170 Discomfort 917 00:50:12.790 --> 00:50:15.849 is how you know you're practicing something different. 918 00:50:16.230 --> 00:50:17.930 Discomfort is the measure 919 00:50:18.630 --> 00:50:21.290 of progress. It's not something to avoid. 920 00:50:22.550 --> 00:50:24.010 Right? And so that 921 00:50:24.425 --> 00:50:28.205 you can either be uncomfortable learning new ways or you can be uncomfortable 922 00:50:28.585 --> 00:50:32.765 having five straight ups and nothing happened. Like, pick which discomfort you want, 923 00:50:33.385 --> 00:50:35.005 but one of them's gonna win. 924 00:50:35.305 --> 00:50:37.645 Okay. So any other questions? 925 00:50:38.505 --> 00:50:39.405 How does your, 926 00:50:40.740 --> 00:50:44.440 how does who aren't up? How does your handle associates who aren't up? 927 00:50:44.980 --> 00:50:48.180 If you're if you're not up, then you need to get up. 928 00:50:48.180 --> 00:50:52.280 They either have a conversation, go talk to the sales manager, literally, 929 00:50:52.615 --> 00:50:56.215 jumping jacks. Like, Tony Robbins would say that. Like, do jumping jacks. 930 00:50:56.215 --> 00:50:58.475 So do something that's gonna give you a physical 931 00:50:58.775 --> 00:51:01.995 state change so that your head's not in the same game. 932 00:51:02.775 --> 00:51:05.035 Right? But if you're not ready 933 00:51:06.400 --> 00:51:12.100 or if you're still drinking your coffee and you're up, it's like, nope. You're gonna skip this one. 934 00:51:12.160 --> 00:51:14.340 The person who's ready is gonna take it. 935 00:51:15.600 --> 00:51:19.140 And their their close ratio is 50%. 936 00:51:21.065 --> 00:51:21.724 Just saying. 937 00:51:22.664 --> 00:51:24.285 When you take this seriously 938 00:51:24.825 --> 00:51:29.644 and look to make an impact and a difference in this step in the process, 939 00:51:30.265 --> 00:51:33.005 everything else will change. I promise you. 940 00:51:33.065 --> 00:51:38.400 And I really encourage you to learn more about DISC and how that impacts 941 00:51:38.700 --> 00:51:39.200 everything, 942 00:51:39.980 --> 00:51:41.760 especially behavioral flexibility 943 00:51:42.140 --> 00:51:43.440 and emotional objectivity. 944 00:51:44.380 --> 00:51:45.600 Right? So that 945 00:51:45.900 --> 00:51:46.800 you can be 946 00:51:47.340 --> 00:51:50.720 open to everyone that walks in the door and grateful that they're here. 947 00:51:52.435 --> 00:51:54.055 Okay. Any other questions? 948 00:51:56.435 --> 00:51:58.375 Alright. Well, thank you. So 949 00:51:58.755 --> 00:52:02.295 speaking of DISC, for the next two, August and September, 950 00:52:02.835 --> 00:52:04.695 this is gonna be about DISC. 951 00:52:05.190 --> 00:52:11.450 So the August meeting is gonna be how do what it means to you to understand your DISC profile. 952 00:52:12.230 --> 00:52:14.730 And then the September meeting is gonna be 953 00:52:15.030 --> 00:52:21.075 identifying others and how to adapt to other people. So it's two meetings on disc. One is about you. 954 00:52:21.135 --> 00:52:25.454 The other is about them. So I really encourage I'm gonna be talking about those in the, 955 00:52:26.255 --> 00:52:31.714 in the blogs for each month, but I really encourage you to to start to play with that 956 00:52:32.255 --> 00:52:33.555 as a way of 957 00:52:34.390 --> 00:52:37.850 managing your and coaching your sales team and as a way for salespeople 958 00:52:38.710 --> 00:52:40.490 of being behaviorally flexible 959 00:52:40.869 --> 00:52:42.330 with all of their opportunities. 960 00:52:43.030 --> 00:52:47.515 And, of course, I'm here if you have any questions, so reach out. So thank you. Thank you. 961 00:52:47.515 --> 00:52:48.955 Thank you for being on the call. 962 00:52:48.955 --> 00:52:53.375 You still have sixteen days left in July to make goals, so go do that. 963 00:52:53.755 --> 00:52:54.255 And 964 00:52:54.875 --> 00:52:57.055 I'll talk to y'all soon. Thanks, everyone. 965 00:52:58.155 --> 00:52:58.895 Thank you. 966 00:52:59.675 --> 00:53:01.295 Bye, Marybelle. Bye.