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Educating Your Sales Team On The Importance Of A Proper "T.O." WHY,WHEN and HOW

There are many stores that demand "100% T.O." from their sales team,but do we share with them why we do this,when we should do this,and how we should T.O.? If we share with them the importance of not only doing it,but doing it correctly,they will have a better understanding of the financial benefits to them as well as the store.First, when do we T.O.?We should T.O. the deal when your sales rep has reached an impasse with his/her potential buyer and any further pressure may affect the rapport your rep has established with his/her client,possibly jeopardizing a potential sale.Second,why do we T.O.? The two most important reasons are: 1) A "Second Face" can accomplish things that the sales rep cannot.The analogy I use the most is take a starting pitcher who has done his job in taking his team deep into the game with a lead. He has gone as far as he can go EFFECTIVELY and then surrenders the balance of the game and a chance for a victory to a "specialist" or "closer".The starter,like your salesperson has done his job,and now it's time to "close the deal".2)There are many potential buyers who feel they have not received their best deal until it comes from someone of authority.This "person of authority"also has an advantage that your sales rep has lost at this point.If your sales rep has reached an impasse,that means the customer has "locked in" on his number and paying the sales rep any more than that puts him in a situation where he loses face.He has NOT, however,told the second face he would not pay more.This is why you see many situations where a buyer states emphatically "I won't pay a dime more than $300/Mo.,but after he comes out of your Business Office he is happy and is paying $340!!! Share with your sales team why this happens! Finally,how do we T.O.? ANY person who takes a turn on a deal needs to be introduced as "THE BOSS".In the customers mind,he/she has now reached the top,and the numbers are coming from "THE BOSS".If you introduce him as "My Manager",what does the Manager have? HE HAS A BOSS!!!! The customer has not reached the top,in his mind, and this one misstep could cost you a deal.Last of all,when your sales rep has introduced "The Boss",he/she should stay in the office and sit DIRECTLY next to his/her customer.By sitting or standing next to the "Boss",the customer feels intimidated and is being ganged up on and all the rapport and trust that has been built is GONE and quite possibly your deal along with it.Share the BENEFITS of why we T.O. with your people and I assure you you will get less resistance to the "T.O."

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Comment by Bruce Belanger on November 21, 2012 at 8:49pm

Bobby,Thanks for the kind words.I always respect your input.Good luck with the video.

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