DEER LAKE In the 1992 film version of Glengarry Glenross, Alec Baldwin’s character stressed the importance of the sale. “Only one thing counts in this life, and that’s get them to sign on the line which is dotted,” he said.
Some of the group of about 30 business people in Deer Lake heard an in-depth talk on sales Tuesday during a talk from Robert Marche of Sandler Training, who tackles sales techniques, attitudes and reinforcement.
The event was organized as part of the Deer Lake Chamber of Commerce’s Small Business Week, a weeklong event offering a variety of seminars daily for local businesses.
Marche’s company offers coaching, assessment and customer service training, as well as goal setting and lead acquisition. He talked about not letting personal roles get in the way of identity and about how high pressure sales tactics rarely work for anyone. He talked about sales challenges and performed an exercise with the those in attendance to help them see the possibilities of seeing things a different way.
Also, he said, keep trying no matter what the response from a perspective customer.
“Don’t be afraid to fail,” said Marche. “When you do, take note, learn from it and move on. Failure is inevitable sometimes. It’s what you do with it, how you learn from it that counts.”
Marche makes a living delivering these types of speeches to similar groups. He said often times it’s how you ask a question, rather than the question itself. Pointing to a local retailer, he said to imagine how a customer experience could be different if the clichéd question of “May I help you?” were phrased differently.
“Imagine instead of hearing, ‘May I help you?’ a store customer hears, ‘When was the last time you were here?’ ” he said. “That furthers the conversation and leads to more sales opportunities rather than the customer trying to avoid a salesperson.”
Local sales people seemed to get a lot out of Marche’s presentation. Dwayne Anstey, who sells real estate for Remax in Deer Lake, said it’s difficult to take things personally in his line of work.
“I got a lot out of the section on not letting your personal role get in the way of identity,” he said. “We do sometimes take things personally. We have to be honest with what we’re doing and customers need to see a level of experience.”
Tina Barry-Keith of the Deer Lake Scotiabank said she also got a lot out of it. She recognized that the banking industry faces somewhat of an image problem and that this training could help bankers with that.
“It’s about customer interaction,” she said. “We have to find a line between sales and customer service. Communication is important.”