s. 5 qualities of an elite sales agent · 2020. 1. 31. · 5 qualities of an elite agent mentally...
TRANSCRIPT
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5 Qualities of an Elite
Sales Agent
Training Will vs. Skill
Rick Zoppi - Presenter
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Personal History – Rick Zoppi
• 35 years in the industry
• Master’s Degree in Education,
-Emph. Sports Psychology
• Consulting for 24 years
Rick Zoppi Consulting
Who I have worked with . . . Rental Car
Budget - Canada (All provinces including Toronto Metro
52 locations)Budget US
Hertz - US & Canada (Edmonton, Ottawa, Brownsville,
Corpus Christi, Harlingen, McAllen)
Discount – Corporate Stores / Licensee stores
Thrifty UK – England, Scotland, Ireland
Avis - USA
Alamo - USA
National - USA
Dollar - USA
Enterprise - USA
Independents - USA (Advantage, Americar, Payless, etc.)
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Who I have worked with . . Call Centers
Travel City Direct Blackpool, England Call Center – 52 TSRs
Sandals / Beaches London, England Call Center – 21 TSRs
Budget Rent a Car Worldwide Reservation Center – 700 TSRs(Carrollton TX, Wichita Falls TX, Toronto Canada,Lemoore CA)
Budget Rent a Car Edmonton Canada – 10 TSRs
Budget Rent a Car Nanaimo Canada – 12 TSRs
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Who I have worked with . . Call Centers
McGraw-Hill Princeton, NJ Call Center – 88 TSRs
PODS Clearwater, FL Call Center – 271 TSRs
Citigroup World Campus Tampa, FL - Business Services
Citigroup 777 5th Avenue, NY, NY – Business Services
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❖ Companies spend hundreds of thousands of dollars training
❖ 99.9% of those dollars are spent training SKILL – HOW to say it or do it
❖ Almost ZERO dollars spent training agents on the WILL - getting an agent to DO what’s been trained!
Company Training $$$ Allocation
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Because,
• Customers buy on EMOTION, not logic
• To create emotion, an agent must have Energy, Effort & Enthusiasm on every single rental
• Energy, Effort, Enthusiasm to create Vivid, Vibrant mental pictures to get a customer to FEEL what they are being offered (not just logically but EMOTIONALLY)
➢ How come agents don’t use these on EVERY RENTAL
Why is training the Will important?
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#1 “NO” burnout – hearing it over and over• Agent writes 40 rentals per day
• Agent writes 200 rentals per week (40 X 5)
• Agent writes 10,000 rentals per year (200 X 50)
• Agent writes 100,000 rentals in 10 years
➢ 30% Yes answers = Elite agent➢ 20% Yes answers = Average agent
➢ 10% Yes answers = Very Sub-par agent
➢
• But….30% YES = 3,000 YES and 7,000 NO answers per year
Reasons Agents don’t do this . . .
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#2 reason – because they don’t feel like it…• late for work
• spilled coffee on self on way to work
• got speeding ticket on way to work
• mad at significant other
• going through hard times
• hundreds more reasons
➢ When an agent loses their WILL to perform they do NOT lose their SKILLS to perform
➢ Yet, many companies continue to train the SKILL when sales numbers fall
➢ When in fact, they need to train the WILL (DESIRE) to perform – TRAIN THE WILL, NOT THE SKILL
Reasons Agents don’t do this . . .
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5 Qualities of an Elite agent
✓ Mentally Tougher than average agent - (Teflon)
✓ Fearless in offering
✓ Never take it personally
✓ Can’t beat the % of NO answers, so don’t let the NO answers beat them
✓ Sales aren’t probable, but they are POSSIBLE !!!
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✓ Mentally Tougher than average agent - (Teflon)
▪ Never too UP or Down over a yes or a no answer
▪ View 21 day rentals as SEVEN 3 day rentals
▪ If rental returns next month, agent paid for that 60 days later – AGENT HAS TIME TO RECOVER
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✓ FEARLESS --- OFFERING :
▪ 100% of the customers
▪ 100% of the sales products
▪ 100% of the TIME !!!
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✓ NEVER TAKING “NO” PERSONALLY:
▪ They didn’t ask them out on date
▪ They didn’t invent the sales products
▪ NO answers happen to the “best of them”
▪ Mercedes commercials
▪ Beer commercials
▪ Actually, ALL commercials, MOST people say “NO”
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✓ If you can NEVER beat the % of NO answers:
✓ NEVER let the “NO” answers beat you down
▪ Elite agents tend to average 30% penetration of “YES”
▪ Average agents get 20% of the people to say “YES”
▪ Sub par agents get 10% of the people to say “YES”
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✓ Possible vs. Probable
▪ Derek Jeter…….
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✓ Possible vs. Probable
▪ Derek Jeter…….
20 years on Yankees
4 World Championships
14 All-Star
5 Gold Gloves – fielding
5 Silver Slugger
28th player to reach 3,000 hits
$265,159,364 earned on the field
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✓ Possible vs. Probable
▪ Derek Jeter…….
LIFETIME BATTING AVERAGE
.310
31%
3/10 HITS
7/10 OUTS
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✓ Possible vs. Probable
▪ Derek Jeter…….
HITS? Possible
OUTS? PROBABLE
He brought a bat to the plate 100% of the time, in the face of PROBABILITY…..he focused on POSSIBILITY
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5 Qualities of an Elite agent
✓ Mentally Tougher than average agent - (Teflon)
✓ Fearless in offering
✓ Never take it personally
✓ Can’t beat the % of NO answers, so don’t let the NO answers beat them
✓ Sales aren’t probable, but they are POSSIBLE !!!
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Because,
• Customers buy on EMOTION, not logic
• To create emotion, an agent must have Energy, Effort & Enthusiasm on every single rental
• Energy, Effort, Enthusiasm to create Vivid, Vibrant mental pictures to get a customer to FEEL what they are being offered (not just logically but EMOTIONALLY)
Why is training the Will important?