The Value of Presence and Energy

I recently saw an interview with Tina Turner. Her energy came through the TV screen and grabbed my attention. Tina is 77 years young and just hung up her singing and dancing roadshow a few years ago. She is a natural exuberant personality and you had the feeling that she was not “putting on,” she was really being herself.  Not all of us naturally exude that type of passion, excitement and energy and being “on” all the time would be exhausting.  However, if you give presentations or want to engage others do you ever feel like you need to turn it up a notch?  I do, so let’s talk about how to get your groove on.

Energy is all around you. It’s in your voice, your body language, your attitude and others “get” it from you the moment you enter a space.  Your energy has the power to engage, repel or just plain bore. If your career choice requires you to present and interact with others knowing how to boost your energy when needed is highly recommended. Here are some pointers:

  1. Approach others and greet them. Shake hands and be enthusiastic about seeing them. This sends a message of approachable open energy. Waiting for others to always reach out to you sends a more closed signal and the result may be less beneficial interaction with others.
  2. Be congruent – You want your gestures and the words coming out of your mouth to match up because your audience more readily trusts you and you exude confidence.   When your gestures don’t match up with your words you send mixed messages which creates confusion. There is a time and place to stand quietly with your arms and hands at your side however congruent animation is engaging.
  3. Movement – moving with purpose while presenting is engaging and conveys passion. Lose the lectern or podium – it hides about 75% of your body and….you look like you are hiding. When appropriate move towards your audience as if you are talking with them, not at them. Never pace and flail around - you will have their attention only because they are looking to see where you will go next. They just won’t be listening to what you are saying!
  4. Modulate your voice – vary your voice tone, speak louder, or softer, for more emphasis.
  5. OK – here’s the big one - Record yourself practicing to give a presentation: With all of the recording contraptions available today you don’t have to hunt down a friend to borrow a camera and tripod, it’s as easy as using a smartphone. Play it back and watch for gestures, enthusiasm, facial expressions, tone of voice and engagement.  I recently purchased an inexpensive webcam that clips on my computer. With the webcam turned on I recorded myself rehearsing a 10 - 15 minute teach-back, a requirement for those of us who train. I wanted an idea of how I was coming across in energy, gestures, body language and overall presence. Playing it back I could see areas where my presence was engaging and I could clearly see places where I needed to gesture more, move to create more energy or show enthusiasm in my voice.  It may take a few times but my suggestion is to record yourself, make notes, record again and watch your continued improvement.

You may have a cringe worthy moment when you think about recording yourself however overall it can be a huge confidence builder especially when you see all the areas you already do very well. Hold those positive images in your mind and build on them. When you are actually in front of a real audience the practice and attention to your message will show up in your presence and energy because you will be more confident.

We may not all have the energy of Tina Turner or another big name entertainer but we can all take a look at how we come across and make improvements in our energy and presence. There’s value and payoff for a little extra time.

The Beauty of Body Language

You communicate most loudly with something that’s non-verbal. It’s your body language. In fact, studies show 60-70% of your believability comes from your body language which is a much higher percentage than the words you say or even how you say them. The beauty of positive body language is it can be learned and you can become natural at it especially if you know some good ways to get started.

If the studies say that your highest form of credibility comes from body language here are ways to ensure yours is positive, especially during a presentation:

  1. Standing is optimum. Sitting or standing behind a podium conceals at least 50% of you which robs you of your most powerful way of communicating and robs your audience of receiving your communication in the way you want it to be perceived. More energy is conveyed while standing not only because they can see you but people respond to others who come across as alive and energetic.  I’ll save sitting body language for another topic since there are circumstances when it’s unavoidable.
  2. Stand up tall and ground yourself by standing with your legs shoulder or hip width apart, weight evenly distributed. This gives you a solid foundation which gives your audience even more reason to trust what you say.
  3. Take advantage of the space around you. Use your hands, arms and elbows to help illustrate your points (within reason, of course). You do not have to gesture as dramatically as an opera singer but explore your full range based on the size of your audience and venue. If you are an athlete, take exercise classes, yoga or Pilates try some moves at home to experiment with how it makes you look and feel to use your hands and arms more expressively.
  4. Engage! Look at the folks you want to influence in the eye and connect with them. When your message sinks in you can get a slight nod of the head or an eye blink – you will be able to tell that the message was received. If someone advises you that good eye contact involves looking above their heads to the back of the room or counting to 5 as you make eye contact that can come across as being ridged, a stare down and well…silly.
  5. If you can be videotaped while presenting take advantage of it. It will show you how you come across to others versus what you think you are portraying with your body language.

Strong positive body language helps your listeners focus more intently on you and what you are saying. Spend some time on improving the one area that speaks louder than words and the beauty of it all, its learnable and once you feel it you instantly improve.

Coaching is the Secret Sauce

Coaching is the “secret sauce” but the reason why is not a closely held secret. In fact, coaching is well known as an element for increasing the chances of success, especially in training.  It’s just, well…not so closely adhered to. Why? Because we are all so busy living, doing, putting out fires, creating activity and after all it takes extra time, effort and skill. Here’s a thought: Can we afford not to do it?

I‘m especially passionate about encouraging presentation skills clients to include short coaching sessions following the training event. When learning new skills in an interactive environment such as public speaking you are often in the moment and learning at a very fast pace. When the training day(s) are over the tendency is to breathe a sigh of relief, put the training materials on the shelf with the thought, “that was a great session, I learned so much. I’ll get my notes out later and practice again.” Good thought, however what really happens? Life takes over, you get busy and rarely ever get back to your notes and/or practice. I hope you didn’t waste your money.

Do yourself a favor, increase your ROI on training and schedule quick coaching sessions about a week out and perhaps, if needed, another 2-3 weeks out.  This will increase your awareness of your new-found skills and encourage you to practice. Statistics say when you have participated in a learning event you stand the chance of losing up to 80% of what you learned within 30 days if it is not reinforced.

So, don’t throw your hard-earned cash to the wind. Reinforce your skills, invest in a coaching session or two so that you continue building your confidence. The next time you get the opportunity to speak publicly it won’t be overwhelming.

How can I control my nerves and gain confidence?

“How can I get over my nerves?” “I’ve been avoiding giving presentations and now my boss is starting to notice – can you help me?” “Can you just sprinkle some fairy dust over me and make me better?” These are the questions I often get from folks wanting to be better communicators. First of all, applause to you for wanting to up your game and recognizing enhancements can be made. The fairy dust part is harder to accomplish but I get it so we can work with that.

So…. how can you calm your nerves so you can be yourself, connect with your audience and deliver with passion?  Here are some tips to get you started:

Recognize that anxiety can be good:

At the heart of our anxieties is usually a desire to want to be good. It means you care and that’s a good thing. I like to say, if you don’t have a few butterflies before presenting you may not have a pulse. You just want to get the butterflies flying in formation vs. working against you.

Connection vs. perfection:

Trying to be a perfect presenter sucks the soul out of you and throws up a barrier between you and your audience.  Throw trying to be perfect out the window! Connecting can mean looking approachable, smiling when appropriate, making eye contact and thinking of your presentation as a conversation vs. lecture. Having done your homework present on topics that are of interest and centered on benefits for your audience. This is not a complete list on connecting however it will get you started and as you get comfortable you will begin to feel a flow of positive energy coming from the audience with head nods, some smiles, and other small acknowledgements that will feed your confidence. Believe this - they are actually rooting for you and want you to succeed. Why? Because no one wants to sit thru a bad presentation!

Deep breathing:

Sit up straight and take a slow deep breath from your diaphragm, hold it for a few seconds and then slowly let it out taking a few seconds longer to push it out than it took to breathe in. Doing this about 5 times in succession will allow you to start feeling a sense of calm. This sense of calm allows you to be more clear headed, allows you to think and start feeling more confident. 

It’s about your audience:

Be audience centered vs. “you” centered.  Some call this being “other centered.” Concentrating on your audience and the message you want them to receive tends to relieve the pressure on you. Your message has value and you are there to help them, inform them or even teach them how to do something.

Practice your delivery:

Don’t wing it. I’ll repeat that. Don’t wing it. Respect your audience and have a clear message about how your presentation will benefit them, what they will know by the time it is over, why you are a credible person to present it and strive to gain their interest right away. If you lose them in the first few moments, it will be very difficult to gain their attention again. Know your opening cold.

Practicing doesn’t stilt you, it gives you the freedom to be yourself so when there is an interruption, or a question, you can handle it naturally and get back on track. Practice in your mirror, to an empty sofa, to your dog or to colleagues and family.  Go over it enough times that you get very comfortable with the material and it starts to flow. Videotape yourself delivering as you would the day of your presentation – say your words out loud and look around the room. Play it back – are you better than you thought you would be or do you need some more practice?

5 Ways to Keep Your Audience’s Attention

Connect with your audience: Engage them, right away!  Try asking questions, even if they are rhetorical, to get them thinking. If it’s a manageable group, ask questions to get them involved. Introducing a new and interesting statistic, an appropriate quote or testimony grabs their attention. Continuous lecture and expecting your audience to hang onto every word is an old style of presenting.

Be lively: Use your voice and gestures to help bring your presentation to life. A dull monotone speaker gets tuned out very quickly. Being lively doesn’t mean you have to flit around the room like a butterfly – move with purpose and go where you need to go. Flitting around with no purpose makes you look nervous and it makes your audience nervous to watch you, which is when they quit listening.

Know Your Topic: Know it so well that your slides are only back up to you as the presenter. Never turn your back on your audience and read the PPT. That’s a surefire way to cut engagement and insult your audience – they can read! The slides should be visually appealing and not a bunch of bullets, full sentences or paragraphs.

Keep it Simple: Don’t use 100 words when 10 will do. Getting overly technical and detailed will surely go over some heads as well as in one ear and out the other. Get to the point without rambling. If you are scheduled for 30 minutes try finishing up at 25 minutes and leaving 5 for Q&A. Your audience will appreciate you valuing their time and sticking to the timeline – if they want more detail invite them to connect with you after the presentation. Stick around and make some valuable connections.

Be set up and ready to go: When audience members walk into the setting be ready versus fiddling with equipment and set up. Technical issues arise all the time however don’t use it as an excuse – carry HDMI, VGA, adaptors and extension cords with you to be prepared. Arrive early and you will be more confident about getting the set up right and not have to rely on the venue’s resources. There have been many times I’ve been told there is an HDMI set up only to find its VGA. That little adaptor comes in handy.

5 pretty easy ways to improve your connection and increase your credibility with your audience. It’s all about connection, not perfection.

Kate Tunison

Do you have sales resilience?

Everyone sells something. Whether realized or not, everybody has to influence or be persuasive in order to attain goals or help others attain their goals. Would you agree? If so, whether you are an entrepreneur, or work within a more formal environment, you probably know that not all situations go your way. There may even be a string of events when it looks like all the doors are closed and no windows have opened yet. 

You have choices at this point. Do you give up, give in, go along, or dig in? If you are in sales, rejection often flies in your face, so it helps to cultivate a quality called resilience. Being able to capitalize on resilience may be the difference between keeping you in the game or continuing to bounce around from job to job, never seeming to find your fit. 

Moments of doubt can be dark and scary or they can be viewed as opportunities. Your actions during these times are often the subject of clichés: where the rubber meets the road, wheat is separated from the chaff, professionals are set apart from the amateurs and so on. Resilience is a positive, hopeful word; it means to spring back, be buoyant and have the power or ability to return to original form. Perhaps, return to an even better version of the original form. Some find it easier than others to bounce back but the good news is this: resilience can be learned. 

I have been challenged by adversity as much as anyone else. Sometimes I’ve handled it better than other times. One thing I have learned is that how you react to something can determine your fate more strongly than the event itself. Resiliency is a key component in getting your horse headed back in the right direction. Comparing this skill to all of the skills needed to be successful in direct sales, resilience is one we all need in abundance. 

How to foster resilience 

Following a setback, how do you get back on your horse and riding in the right direction? The sales scenarios we could discuss are endless and personal to each, but for brevity let’s say prospects have been difficult to find, hard to get in touch with, or appear impossible to close. You hear “no” more than “yes,” and all you really want to do is give up, crawl under a blanket, or go spend the afternoon at the movies. 

Whatever the situation, it has affected your outlook and drive and maybe caused you to question whether you are cut out for this line of work. Before making any rash decisions, give yourself a little break, temper your tendency to be judgmental, and become curious. Curiosity tends to open up a mind while judgment closes it down. With a closed mind you keep making decisions based on facts you already have, while curiosity helps you gain more facts. More facts allow for more information, better decision making, and different actions. 

OK, let’s say we are now more open to being open. What happens next? First of all, acknowledge some things are not working well. Realizing there is a problem ensures you are closer to solving it than being unaware of its existence. Next, give yourself some breathing room to process this information. Perhaps part of this breathing space includes making calls on those who do appreciate what you bring to the table. Go where the grass is greener to build your confidence back up. Continue to be curious about what caused your setback as you go about building up your confidence. Do any of the following apply? 

  • Are you trying to force something before it is time? Are your actions in sync with your buyer’s needs?
  • Are you prospecting from many angles to engage your potential clients? 
  • Do you know how your prospects like to communicate and want to be engaged? Do they use social media, phone, email? 
  • Do you know others who have been faced with the same issues? How did others you admire handle it? Having mentors is a good thing. 
  • What makes you, your product or service different to potential clients? 
  • Are you able to help your clients realize their needs? 

Whatever the issues, this is a golden opportunity to think about how to go about your work differently in order to attain a different outcome. In fact, it’s empowering to know you can change your behaviors and get different outcomes. When you were small, what did you hear when you fell off your bike? Get back on and start again. Now that you have some different options you can keep experimenting with what works for you and experiencing different and better outcomes. Build on your positive outcomes and revisit those that aren’t working by being curious as suggested above. Make adjustments and keep getting back on your bike and moving forward. 

When the “noes” come knocking, don’t let them stop you in your tracks. Have a curious outlook that keeps you moving forward. This will help build resiliency. Enter resiliency into your repertoire of sales skills, practice, and watch your outlook change. Look out for all the opportunities that start coming your way! 

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Do Your Sales Presentations Make You or Break You?

You’ve studied your clients issues; you have asked the right questions and know your competition. You are confident you have an excellent solution and have even secured an appointment to present your proposal. Wow, you are almost there, but don’t mentally spend your commission yet! Your presentation can be a huge differentiator for you and could make or break your sale. Here are five basic ways to ensure you get off to a good start and stand out from the crowd:

1) Don’t Be on Time … Be Early. Arrange to arrive early so you can be assured all media is working properly. Don’t wait until the last minute to set up. Be ready before the appointed time and welcome participants into the meeting space. Own the room. As others arrive on your "turf," it will be a confidence builder. In all my years of presenting sales proposals, and training, no one has ever turned me down when I asked to visit the venue prior to the presentation. If you are able, visit the site up to 24 hours before you present. This extra time allows you to stand in the space and visualize your presentation while you are in the room, and most importantly, after you leave. This is powerful; don’t overlook the impact visualizing a successful presentation can have on your confidence.

2) Connect and Engage. If you are using PowerPoint or Keynote, position your computer so the monitor faces you and you face the audience. You will be able to see your slides without turning your back to the audience, a big no-no. This also allows you to have eye contact and engage with your audience, a big yes-yes.

3) Know Your Material! Don’t wing it. Reading your slides is a guaranteed way to lose the attention of your audience. Potential clients like their suppliers to be confident. So remember, there is no such thing as too much practice. You are the presentation, not the slides.

4) Move with Purpose. For business meeting presentations, imagine a four-square-foot box around you and stay in this general area. Pacing back and forth indicates nervousness and a lack of self-confidence. You may think your audience is paying attention because they are watching you. They are watchingjust not listening. When you do move around, move with purpose.

5) Use a Fine Design. Every slide does not have to be a list of bullets. Use graphics, photos and quotes to help support your message. There are lots of great sites out there to help you communicate the benefits of your solution. Some sites are free and some are pay as you go. Use them to make your presentation engaging and help you communicate your ideas.

Here’s a last bit of advice: Whenever you get the chance to present your proposal, remember it is about connection, not perfectionYou may have dotted all your I’s, crossed all your T’s and have all the correct answers for your clients questions. However, I have a sincere belief that it is the people who can effectively communicate their ideas and connect to others who usually end up winning the clients, gaining recognition and even getting a promotion.

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Who wants to get ahead?

Want to know a secret? One of the critical skills needed for gaining recognition in your chosen field is the ability to communicate clearly. You may be among the best and the brightest, cross all your t’s, dot all your i’s and get to work on time, but if you are not able to present your ideas to others in a clear concise manner, along with some enthusiasm and passion,  most likely you will get lost in the pack.  This is true for just about anyone who wants to get ahead – whether in sales or not. 

Think about the last opportunity you had to present your ideas – whether in front of a group or 1-on-1: 

  • Was your delivery organized?
  • Were you engaging?
  • Did your audience understand how listening to you was going to benefit them?
  • Were you credible? Was there personal knowledge or experience to back up what you were saying?
  • Did they leave with something that benefited Them? 

Let’s breakdown some of the ideas above so you get a good idea of what needs to happen so your chances of success go up. 

1)      Organization

Gain clarity around the message(s) you want to get across. This takes some mental elbow grease so work on this in advance (not in the elevator going up to your client’s floor). What are the three main points or ideas you want them to leave with? When they think about your presentation later what will stick with them as unique or different about your service or product? Boil all this down in your mind and write the three main points down. Tip: Don’t open up PowerPoint and start putting your presentation together. This leads presenters to create too many slides, which causes sleeping sickness in your audience. Clarity around your ideas will keep you visuals pithy and smart. 

2)      Engaging Your Audience

How you kick off your presentation has a lot to do with engaging your audience. People make a decision within about 10 seconds on whether you have earned the right to speak on your topic. There are specific ways to engage them right off the bat – ask a simple question that leads to interactivity or take a quick poll. Open body language, a smile on your face and energy draws them in.  Tip: Lecture is dead and lose the lectern.  

3)     How Does it Benefit Them?

Show them, near the beginning of your presentation, how your presentation is relevant to them. Tell them the benefits of listening to you. For example, when I talk about my model for introducing yourself I say: 

"The model I'm about to tell you about will assist you in gaining credibility, save you time when preparing and will help you engage your audience."  Right away, they understand how listening to what I am saying will benefit them. Tip: It’s all about them. 

4)      Credibility

Book knowledge is great but will only get you so far. Personal knowledge goes a long way as proof that you know what you are talking about. Consider adding a story that illustrates a point. An example of this may be how another client experienced your product or service – what pain were they in before and how your service or product solved their concern. Tip: Don’t wing it, practice. 

Need some ways to practice before the stakes are high? 

Now, with all of these suggestions you want to get your “sea legs” before the big day. Here are a few ways to gain more skills, both formally and informally. Consider using some of these ideas and then practice. Practice a lot - even at work! 

  • Ask to take the lead on a group project
  • Offer to share responsibility for facilitating team meetings
  • Give the next report for your team
  • Next time there is a new employee at your workplace offer to introduce her/him around the office. 

I recently read an article on the Top 10 Most Valued Job Skills – guess what was number two?  Yes, communication skills. It came right after enthusiastic/positive attitude. This is a skill that can be learned. Being a good communicator will help you find a job, keep a job or gain recognition – maybe even get a promotion. 

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Does today's market dictate your need for superior presentation skills?

In a word, "YES." Superior presentations skills help give you the needed edge in today’s market. Everyone needs to put their best foot forward when presenting business ideas or proposals. You may have the greatest product or service in the world but if it is not communicated in a positive way it could end up looking like and sounding like everyone else’s solution. You want to stand out and one way to differentiate yourself is to present professionally.

Here are some basics to make sure you stand out in the crowd:

1) Arrange to arrive early so you can be assured all media is working properly. Don’t wait until the last minute to set up. Be ready before the appointed time and welcome participants into the meeting space. Own the room. As others arrive on your "turf" it will be a confidence builder.

2) If you are using PowerPoint or Keynote, position your computer so the monitor faces you and you face the audience. You will be able to see your slides without turning your back to the audience, a big no-no.

3) Know your material! Don’t wing it. Reading your slides is a guaranteed way to lose the attention of your audience. Potential clients like their suppliers to be confident so remember: there is no such thing as too much practice. You are the presentation, not the slides.

4) For business meeting presentations, imagine a 4 foot square box around you and stay in this general area. Pacing back and forth indicates nervousness and a lack of self confidence. You may think your audience is paying attention because they are watching you. They are watching…just not listening.

5) Every slide does not have to be a list of bullets. Use graphics, photos and quotes to help support your message. There are lots of great sites out there to help you communicate the benefits of your solution. Some sites are free and some are pay as you go.

Large selection, not free, nominal charge or pay as you go:


Other resources:

  • - useful/motivational quotes
  • Smart Art Graphics on PowerPoint 2007 and 2010 - use graphics vs. bullets to communicate information
  • - send large files

"There are always three speeches, for every one you actually gave. The one you practiced, the one you gave, and the one you wish you gave." — Dale Carnegie

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What’s PIZZAZ got to do With Your Sales Presentations?

What’s PIZZAZ got to do With It? Can’t you just hear Tina Turner in the background? When your business could use a lift and everything needs a little extra somethin’ somethin’ think about how you present to others whether it is sales proposals or gaining new business. Whatever the occasion, great presenting could be your differentiator – the difference between mediocre and WOW!...and could be the memorable factor that gets you the deal. Here are a few TIPS so you can practice your  !! WOW Pizzazz !!  Factor.

  • Here are two things that are huge confidence builders and can carry you all the way through your presentation.
    •  Have a Strong opening. Getting off on the right foot is crucial so practice and commit to memory if you have to so everything that follows goes more smoothly. Trust me, recovering from a weak opening is like trying to climb out of a deep hole so do yourself a favor and stay above ground.
    • You have a few seconds, about 30 to be exact, to establish yourself as someone with credibility and having earned the right to speak on a subject. If you don’t, the Blackberrys and cell phones will be out in full force twittering and texting. You will lose them.
  • Interact with the audience, ask open-ended questions and invite their participation. This makes it easier because the focus is off you for the moment and it shows your audience you respect them.
  • WIIFM – What’s In It for Them? Focus on your audience, not yourself. They are there to learn about your products, your services or your proposal. Make sure you state the benefit of your offering near the beginning of your presentation. In fact, go so far as to state: “the benefits to you in implementing __________ are:
    • _______________________
    • _______________________
    • _______________________

And, based on the approved survey we completed together, it was determined you could save $_____/year in terms of productivity if these three areas were implemented.”  Assuming you have done your homework and know your audience, now you have them interested because they know what’s in it for them.#1 Fear – Dying#2 Fear – Speaking#3 Fear – Dying While Speaking- Author Unknown, at least to me

Will you be prepared when the economy turns good?

Do athletic teams show up on Game Day and shoot from the hip? No way. They spend all week practicing, watching films and studying plays before the big game – why? – because, on Game Day they know what to expect and how to respond because they have practiced.

Prospective clients like Confident suppliers. Your confidence shows when you know your business and present yourself knowledgeably and professionally. This instills their confidence in you. Learn to manage your stress and be confident by role-playing scenarios before Game Day with your team or with your manager. Having a sales process is a good thing and learning a method of asking questions so the client self discovers their business “pain” is essential. Sometimes they take us off track and we need to ready for it…Role-Play!

 Role-Playing Tips to Increase Your Success

Create a list of the top objections and use these during the role-playing sessions

Focus on the value your product or service will bring when answering these objections. You want to ease the client’s business pain and communicate how you will be able to do this. Practice so the answers come naturally and conversationally.

Don’t make it an easy Role-Play

Being realistic makes salespeople ready for just about any objection they will receive. Handling the stress during role-playing will make it less stressful in real life. Include the tough questions usually heard from prospects concerning pricing and what makes your offering different from the competition. Ensure the roleplaying includes an understanding of the value your offering brings.

Role-Playing should be done with a variety of potential “clients.”

Customers will respond differently so use people with varying positions to represent a true audience. Sales personnel should Role-Play with both their peers and Management because in the real world they will have the opportunity to call on all levels of potential decision makers. Practice questions and answers an upper level executive would give as well as middle level management. Let teams Role-Play together as peers and with Management – the more variety the better they are prepared and confident.

Steer Role-Playing conversations away from your sales process

This goes back to not making it too easy for them. A sales process and a method of asking questions gives sales a solid foundation and is a great way to get their Role-Playing feet wet. The truth is, our clients don’t always follow our process and take the discussion in different directions so now we need sea legs when tossed about by the whims of our clients. Role-Play “off the wall” responses and practice getting back on target with the goal of the appointment and relevant business issues.

Video tape Role-Play sessions

This is great reusable learning tool. If videotaping is not possible, then audio tape record the Role-Plays. It can be a little nerve wracking but survival of this will make the real thing feel like a cake walk! Show great objection handling at a sales meeting or document great answers and compile a list of answers to the most common objections heard. Keep this going and add to it as a training tool.

Make Role-Playing an expectation in your on-going training process. Make it fun!

When everyone understand how much better and confident it will make then it becomes part of your culture. Celebrate the successes and everyone will want to join in. If they do not crumble under this pressure, they will not do it when with clients. No one will lose any money practicing but they will lose if they don’t.

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