The Kiss–Up Approach is Dead

by | Apr 20, 2010 | Sales

One of the things that drives me crazy about selling and great guest service, is that often times those providing the service feel like, or at least verbalize, how much they hate “kissing up” to others. I don’t get that. Why would you “kiss up” to get business? Why can’t just being kind to someone be about – being kind?

To me, a “kiss up” job can be spotted a mile away. The consumer today is VERY savvy. Sales tricks and false flattery get you nowhere. Finding something nice to say to someone is simply a good way to start the conversation. It’s a habit that your mom helped you form at a very early age – remember? “If you can’t say something nice, then don’t say anything at all!”

I think the hardest part of any guest service or sales job is to get the conversation started. Kissing up is not the right approach. Here are the best 3 ways to open the conversation and give yourself the chance to make the sale, up the sale, or at least open the door for the next step! If you’re having trouble getting that next date-these 3 steps might really help

Step number 1 – Break the ice

If you’re the kind of person who becomes paralyzed the minute you need to meet someone new or open the conversation, here are my best opening lines. I’ll let you know right up front, I’m not crazy about talking about the weather – unless I’m selling umbrellas. I am most interested in learning more about the person I’m speaking to in order to get my foot in the door. So I might simply say:

“Hi I’m Beth…you are?”

Look for some common ground. If I’m in someone’s office for the first time there are usually pictures, keepsakes, or some clue about that person. “Ah – I see you are an Arkansas Razorback fan – I grew up in Arkansas”… This one only works if the person doesn’t appear to be a terrorist or something!

I might compliment someone on their clothes, hair, shoes…This one could be interpreted as a “kiss up” however I try to NEVER make something up. I try to be genuine when passing out a compliment – I don’t happen to think that’s kissing up.

And I picked up my all time favorite “ice breaker” from a 16 year old game attendant in North Carolina who said that his favorite opening line was: “I hope your body’s name is VISA – cuz it’s everywhere I want to be”. I’m not sure that works at all but I did think it was pretty funny!

Step number 2 – Show genuine interest and qualify your buyer

Ask a lot of questions. The more you know about someone the better opportunity you have to sell, provide the kind of service they are looking for, or to even close the deal on a date!

It’s exhausting in sales to try and figure out what someone wants when you subscribe to the “pitch” approach and try to explain every product in the line before finding out anything at all about your buyer. It’s boring and inefficient! All of us have wasted time trying to sell a product that our buyer just isn’t interested in.

If you are interested in the buyer first, rather than trying to meet your own objectives of selling your product, then you’ll win most of the time. Zig Ziglar said it best, “when you help enough other people get what they want, then you’ll get what you want!”

Think about it in terms of dating – If you have tickets to a hockey game and your desire is to have me go with you, you better find out first if I like hockey. If not, you’re likely to get the message that I don’t want to date you, when in reality, I just don’t like hockey.

Step number 3 – Ask for the order

So many people get good at the first 2 steps. They work on their opening- line and get very good at being social. As a matter of fact, I’ve seen many salespeople spend all their time stuck in step number one…just chit chatting all evening and never getting to step 2 or 3. The reality is, you have to get past the comfortable chit chat stage if you ever intend to sell anything.

Once you move into step 2 and begin to qualify someone then you can more accurately know and understand their needs or wants. Now you are in a much better position to ask for the order (or the date). You know if you have something to offer or not.

This is a lot better approach than just “kissing up” and hoping they’ll buy your stuff because they like you. Don’t get me wrong, I think a salesperson must be likable. The best approach doesn’t work well if you are not friendly.

Conclusion:

If I were to sum up this week’s message it would be – Don’t kiss up, but rather be genuine in your approach. Spend more time finding out about someone else rather than pitching your product – and do that 1st! Finally, be brave and ask someone to buy your stuff (or go out on that date).

Here’s one of my deep dark secrets. Even though I feel like I’m a very good sales person and often times people describe me as someone who never meets a stranger, I’m extremely nervous at a networking event where I don’t know anyone. I am much more comfortable if I have someone with me. So my trick is when I go to a chamber meeting or even a social at a trade show, I try to take someone with me. It works even better if I’m training that person how to network and socialize. Somehow, that takes pressure off me and gives me the bravery that I need to shake hands with new faces. I can do it. I feel like I have to do it to meet new people. But it’s not the easiest thing in the world.

Do you have a favorite icebreaker or method that you use to open new doors? Please share it here in our blog.

On a personal note, I wanted to give you a “Biggest Looser” update – I have lost 16lbs in almost 5 weeks!!

Up-Sell without the Hard Sell

by | Apr 6, 2010 | Sales

Regarding parties, up–selling can be a piece of cake. However, your staff may feel differently about this type of sales process. This article on up–selling focuses on the challenges and benefits to the consumer, the business, and the individual employee. Selling is helping in its finest form and I hope this will give you a resource to increase sales during the coming months.

Where does the reluctance come from when it comes to asking for the up-sell? Why does the up–sell often feel like a “hard sale”? There are a couple of basic answers to these questions.

Employees tell me that they feel like they are putting pressure on a customer or that they are asking them to buy too many things. And, depending on their approach, they are probably right. Here’s an example of a real phone call. After a call where a guest was booking a group event, the employee said, “Would you like to add balloons to each table?”, (guest response-no), the employee said, “Would you like to add extra pizzas to the basic package?”, (guest response-no) and so on. When I questioned the supervisor about the call, they told me that the employee received a higher evaluation as long as they offered a minimum of 3 additional up–sell items. It is not enough to have a salesperson offer additional items…we must teach them to “sell” it so that the guest will purchase the items.

The best way to ensure you offer the upsell items a guest will buy is to LISTEN to the guest. They’ll tell you what is important to them. When you use a sales qualification process to understand the party experience the guest is planning, you’ll have all you need to upsell. Let me give you an example. “Are you planning a party for a group of all adults or families with a mix of children and adults? Do you want to come during the day or in the evening? Were you planning to serve a buffet, or were you thinking of appetizers?” These questions put you in a better position to help the guest plan the best party possible. So much of the time, we try to let the guests tell us exactly what they want without suggestions. Who knows more about your facility than you? Listen to the guest’s needs regarding the event. They are counting on you to help them plan an awesome experience. It’s not about bowling, mini golf, laser tag, or arcade games. It’s about the experience.

The second best way to sell additional items to every event is to avoid yes/no questions. Rather than saying, “Would you like to add more gameplay to your children’s cards?” Give choices–“Mom, I can upgrade your child’s party with $5.00 in gameplay for only $3.00 or double that play for only $4.00 more – which would you prefer?”

Finally, it is wise to evaluate how you utilize your website. Do you have a reservation system available? Statistics show us that the average upsell item goes up when people book online. People shop at their leisure and consequently use the visual to make decisions. Take note and ensure you have a nice visual display at your center that includes all your upsell items. Guests are motivated by the things they can touch and feel.

It’s not rocket science. When your guests buy more, whether you ask, “Would you like fries or onion rings” with your burger or an upgrade to a group event or birthday party, you increase your bottom line! If your average event is $200.00, it only takes an upsell of $20–$40 in products to improve your 10%–20% revenue. It’s good for your customers to have more with their event. Great selling is helping. Help your guests have the best event possible by paying attention to the party’s goals. If you’ll make the up–sell focus all about the customer because you care about their experience then you’ll increase your sales without using hard–sell techniques. Make it fun for you, your staff, and your guests!

This article is reprinted from the Party Professor articles in Replay Magazine. If you want access to the archive of the Party Professor articles (and much more), sign up for Xpress Training.

Pin It on Pinterest