This month, I wanted to address one of the R's in the Sauber SellMORE system-- RESPOND. Responding and following up before, during and after the sales process is a must. I can not tell you how many times I have heard customers complain about lack of follow up by sales people. As a matter of fact most customers report the number one reason they do not buy is lack of follow up. Why, after doing the initial work, would you NOT follow up? If you have taken the time and energy to make contact with the customer and maybe even found out what his/her needs are, why wouldn't you do the work needed and follow up? The answer to this question can only come from you. However, it would seem to me that it is either laziness, fear, or just a lack of not knowing you need to follow up! None of these are good enough reasons to keep you from your goal of getting an order. Whether the response is to a question, objections or just a problem, no matter where you are in the process, you absolutely need to respond-- in a timely and professional manner. This is especially true if there is a problem. My motto was and always will be: give me all the customers in the world with problems so I can handle them-- I LOVE PROBLEMS!! Perhaps you are thinking I must be nuts. The truth is this: a problem is an opportunity to cement your relationship with the customer or prospect.Why? Because, seldom will anyone remember there was a problem, because, let's face it, in life, there are problems. What they will remember, however, is how their problem was handled! So, make your follow up and response, timely and professional-- you just might get more business.

If there were just one tool in a sales rep's toolbox, mine would have to be my set of questions and my skill at using/asking them. One can not possibly make a sale without asking lots and lots of questions and listening and hearing the answers to those questions.

It is questioning which leads the prospect through the sales process. A skilled sales rep knows that if he/she asks enough questions, the prospect will make his/her own buying decision. The way this works is that the knowledgeable sales rep knows that the kind of questions he/she asks and the logical, pointed way in which the questions are asked, leads the prospect through the buying cycle. Can we agree that my product/service will address your problems? Do you have a budget in mind for this resolution? Do you have a time frame in which you'd like to see this solution implemented? Have you alloted the funds for this purchase, or do you need financing? These are the kinds of questions that get the sales person the knowledge he/she needs to close a sale.

What questions are you asking? Make a list of the ones you need to ask, time and time again. Memorize them and make them the number one part of your sales presentation. Many of our other tools are good to have, but none are as essential as the art of asking good questions.

I will be introducing the basics of the Sauber SellMORE System at two events next week. On May 24, at 7PM, I will be presenting and speaking about selling yourself in the 21st century at Ty Howard's event which will be held at the Maritime Museum. I am one of 4 dynamic speakers participating in Ty's bi- monthly Accomplishing More in 2004 series. You can contact Ty or me for tickets. To reach me: 410-318-8877 to reach Ty: 410-644-5622. Hope you can attend.

I will also be presenting selling tips for growing your business at People to People's Network Gathering of Women of Wisdom, presented by P2P director, Gloria Goldman. It will be held at the Senior Center in the Department of Aging facility in Columbia, Maryland on Wednesday, May 26th at 6:30PM. You can contact Gloria for tickets at 410-997-3838 or visit her website: www.peopletopeople.biz. Please tell her I sent you.

The SellMORE (R) System was created based on my very successful selling (and sales management) career of more than 30 years. I was always a top producer, every where I worked-- outselling my colleagues, month after month. For years, my peers asked me what my secrets were. Finally, I have begun to write a book and create a 10 week sales intensive, designed for rookie reps or as a refresher for senior account executives. I have included the tips and little nuances, which helped me propel my career from a training salary of $200 to a six figure income. The intensive is due to launch in the Fall, 2004. Anyone who attends either of these events will receive a $discount coupon from me, good for one year.

• In the confrontation between the stream and the rock, the stream always wins, not by strength by by perseverance