The Nature of Business Challenges Challenging situations and scenarios will always come up in business. (And in life!) It’s a part of business. Sometimes it’s the market that has changed, or the customer’s desires and/or expectations from companies like yours, or the economy, or marketing. Sometimes it’s just an evolution that must occur in business to always keep moving forward. When challenging times occur, what is your response as a leader? Well, if you are a salesperson turned manager, you might struggle with managing through challenges. Your primary focus is probably on sales (as it should be, of course) but also on salespeople. How do you ensure that they are always successful and potentially operating in the most comfortable environment with the easiest chance for salespeople to earn the highest amount of commission? That formula and outlook is not always in line with what the company needs and wants as a business. That formula is focused on salespeople’s success, which then leads to your success as a manager. Both financially as well as the ease of your role (it’s much easier to manage a team that is winning and making money). But what happens when a challenge arises, and changes must occur? Whose side are you on? Facing Resistance to Change I have written about that before – about remembering who you work for. And I still see sales managers and leaders struggle with dealing with challenges that they don’t like, or think are fair. Changes that don’t make sense to them and cause them to deal with questions and complaints from their team. Situations where the right people on the team will still do well, but it will cause the middle and bottom to question if this is the right role for them. Important note – if a change occurs, and the bottom percentage of your team is not happy with the change – then there is a good chance the company made the right changes. You don’t want that bottom group of salespeople taking up payroll and quailed leads that others could have closed. The Role of Mindset in Overcoming Challenges Here is the thing with change and challenges: it will show you who wants to be a part of the company and team. If they have the right mindset that matches your organization’s mission, vision, and core values, they will accept the challenges and changes. If they aren’t a good fit for the company and potentially just there to make money (like a mercenary that happens to work for your company…for now…because they needed a job), then they will push back on the changes in negative ways. They will complain, talk about being confused and frustrated. They will want the old thing back – whatever it was. They will push back on the change that must occur to overcome the challenge. Understanding the 'Why' Behind Challenges and Change If you want to succeed at leading through challenges, the first thing you must know is the why behind the challenge. Why did it happen, and why is it important for the organization to make a change to address that challenge? Not all challenges need some significant change. Sometimes it’s a deal-specific challenge, then everyone can put their problem-solving minds together and move the deal forward. But if a change is needed to facilitate successfully navigating that challenge, then you must also understand the why behind that specific change playbook. Why that change to resolve the challenge? Why not other changes that could have been made instead? If you don’t understand either of those whys, then you will struggle with leading yourself and the team through the challenge and changes needed. You won’t be able to explain it to your team, and you won’t understand why everyone needs to stand together at this time. The Importance of Personal Support in Leadership Another note: I talk a lot about leadership, sales teams, sales managers…there is one part that’s almost more important than helping your sales team understand the why – it’s your significant other and/or family. I have seen many sales leaders buckle under change, and fail to move forward through challenges, because they have a significant other at home that is putting doubt in their head about the changes that are happening. The manager goes home, tries to explain to their partner (or family) why the comp plan changed, or the schedule, or the marketing, or the pricing, or the sales process – and if the manager isn’t convinced, they won’t convince (sell) their partner/family on the why. That partner/family gets in the ear of the manager and starts eroding their confidence with the company and direction. This also occurs at the salesperson level – if they have anyone at home who will stress about changes…especially if the salesperson isn’t confident in the changes or themselves. Conclusion To lead through challenges and changes, you must know the two whys. Then you must help everyone else around you understand them. And for your team – the right people who see you as a leader they can trust will follow you through this period. The wrong ones will want to leave. Let them.  And please don’t blame the challenge or the change for why they left.

Focusing on Objections Most salespeople focus on objections. Having the right, best responses memorized. Practicing what they will say in certain situations. Being ready at a moment’s notice to confront and overcome an objection .It’s viewed as just being a part of sales. Objections happen. It’s normal, standard, expected. I have written before about how objections aren’t actually a requirement of being in sales. In fact, if they are happening to you in every or even most of your conversations, then you are actually doing something really wrong. [LINK – Liam…not sure what article] I have also written an eBook about Objections…and the fact that there is a significant difference in the meaning and response to an Objections, Question and a Concern [ https://www.amazon.com/Sales-Consultants-Guide-Overcoming-Objections-ebook/dp/B08PZCVNBC ] Did you realize there is a difference between those three? Most salespeople don’t realize it, they hit everything in any of those categories like it’s an Objection. That is like buying a hammer and thinking everything in the world is a nail that you need to hit as hard as you can. Handling Concerns Now, for this article I want to discuss Concerns – both the spoken and unspoken ones. Spoken concerns are easy to spot, if you are actually listening (a lot of salespeople think they are good listeners, but they aren’t). If someone brings up a concern about the price, they will make it pretty clear. Again, a Concern will be stated in a certain way. “That price seems high” is a concern. Concerns can be addressed so that it doesn’t become an objection. If you don’t help them work through their concern(s), they won’t move forward with the sale – if it’s a category that is a deal breaker for them. Recognizing Deal Breakers How will you know if it’s a deal breaker? They will seem hung up on it. They will appear to be struggling to move forward. Here is tricky part with sales – when do you press forward and when do you need to handle that concern? For some people (everyone is different) if certain concerns (all concerns are different) go unresolved, they will stop listening to you. How will you know? Listen, watch, pay attention. Ever been speaking with someone who keeps checking their phone? Maybe they aren’t trying to be rude, there could be something going on in their world that is distracting them. Stopping the Sales Process to Address Concerns That is what it could look and sound like if your prospect has an unresolved Concern. They are hung up on something that they cannot move past. In that moment, once you observe them being stuck mentally, stop whatever you are trying to do or say. Immediately say something like, “You seem like you are thinking about something, do you have a question about something?” Having Confidence to Address Concerns Now – this takes a lot of confidence and guts to say. Most salespeople want to just steamroll forward, hoping they can overcome anything in that person’s mind just with sheer willpower, talking points, or brute sales force. But – and here is the key – if there is an unresolved Concern in their mind – nothing you say will matter anyway. And even if you did get them to buy today, they will cancel/return/complain tomorrow. You won’t win long term. So you might as well stop that bus right here, right now. Getting Prospects to Voice Their Concerns I am a big fan of “Seems like there is something you are thinking about or stuck on, what’s going on in your head?” . Let’s just call it like it is and let them come clean. This goes for those Concerns they don’t voice, where you can tell something is “up” on their end. Remember…here are the keys to success in Sales: • Actually Listen! Not the listening you think you do as a salesperson…but true, active listening • Actually ask good questions • Actually care about people • Have confidence in yourself, your product, and your company • Don’t just steamroll the sales presentation Letting Prospects Off the Hook Back to the bus analogy…this isn’t Speed...the bus can stop. It’s okay if people get off the bus. Don’t be so afraid of losing your prospects that you have to keep the bus moving at all times or it will explode. The right prospects who will get value from your product will be grateful that you helped resolve their Concerns. That you cared enough to help them through their mental battles, instead of just doing what every other salesperson does – battle everything like an objection that needs to be hit with a large hammer and squashed.