I was on a coaching call with a salesperson this morning. Below is the pitch transcribed just as it was delivered to me. Can you spot the problem? Salesperson: “I understand that you currently have a very manual order process with a lot of errors and your reps are spending too much of their time fixing them to adequately reflect customer’s needs so what we’re going to show you today is how our solution can improve your order accuracy by as much as 90% and save you over $200,000 a year and improve customer satisfaction as well…” WOWZA! A plethora of ideas in this monologue (I counted eight!), but barely a comma to be heard. Much less a period! While the ability to talk without taking a breath for this long is impressive, this type of verbal assault is not a great experience for your customer. They either tune out Read More
Many sales teams rose to the challenge of selling on video over the last few months. But let’s be honest, initially that bar was pretty low: “Got a decent background? Camera on? Know your platform?” “Great!” But customers today are being bombarded with vendor video calls – a never-ending parade of missed connections, bad lighting, worse eye contact, extreme close-ups, and awkward pauses/talk overs. The result? Many sellers are losing deals they would have won months ago, simply because they do not have the specific skills required to connect with customers effectively on video. The bar has been raised. Will your sales team make the cut? These otherwise good sellers lack the virtual screen presence and know how required to project confidence, credibility and empathy on video – leaving the door wide open to competitors who do. So how do you ensure your team makes the cut? Stop practicing on Read More
Why are a handful of people so compelling on screen while most others seem to instantly fade from memory? They have learned how to develop what many actors have, which is virtual screen presence. A quality that makes an actor connect with his audience and bring his/her words, expressions and lines come to life.
In today’s world, screen presence is as vital for an actor as it is for a salesperson trying to connect with a customer. And the good news is, it can be learned.
One element of virtual screen presence is your personality. Have you ever felt a strong connection with someone who shows very little of their personality? Likely not. What is there to connect to?! When you’re nervous or uncomfortable on-camera, your personality can disappear and that makes for a highly forgettable call.
Virtual Screen Presence Tip #1: Show Personality
So how do you show more personality in a call? It starts with confidence. Confidence comes from knowing how to talk and move on-camera – which is often counter-intuitive and much different than in live meetings. Until this becomes second-nature, you can appear very stiff and unnatural to your audience. And all the lighting and camera angles in the world can’t fix that!
Once you are confident on-camera, you can start to unlock your personality. In this video tip I show you how a simple adjustment can take a customer call from mediocre to memorable.
Increase your Virtual Screen Presence and communicate with confidence and credibility with video at SellingOn-Camera.com
The near Herculean effort by many companies to arm their sales teams to conduct business 100% virtually should be applauded. When in recent history have so many sales organizations been restructured so quickly?! The missing piece in virtual sales training Sales teams are rapidly being trained to adopt new tools, platforms, and messaging to succeed in a virtual world. Yet there is one missing piece in virtual sales training vital to success in which sellers have been left woefully on their own to figure out, and that is this: how do they communicate and connect successfully on-camera? I hear sales leaders say things like, “it just takes practice” when it comes to using the camera effectively. Yet we all know that familiarity doesn’t automatically lead to expertise. Practice the wrong things over and over and you’ve simply reinforced bad habits. Talking and listening on-camera are not natural skills. The thousands Read More
This is one of the biggest excuses I hear from sellers on why they don’t use video more on sales calls. And I say excuse, because it’s not a good reason.
Why? Because the seller is making a choice based on his/her own comfort and inability to feel connected – not the customers. And if you’re truly a customer-focused salesperson, your comfort needs to come second.
Yes, in a perfect virtual world, you and your customer would both have your camera on. You’d be able to read each other’s body language and expressions, share eye contact and both feel more comfortable and connected.
But we don’t live in a perfect world. Customers are not always going to have their camera on (especially after all the uncomfortable vendor encounters they’ve been subjected to!), but they can still benefit by feeling more connected to YOU – seeing your eyes, body language and expressions.
So absolutely do what you can to encourage your customer to use his/her camera, but ultimately, it’s more important that you use yours. No excuses.
BTW, when sellers say they’re not using video because the customer doesn’t, it often masks a deeper discomfort with being on-camera — simply because they don’t have the necessary skills or training specific to this new environment.
Find out how you can get the skills you or your team needs to communicate with confidence and credibility with video at SellingOn-Camera.com
Tired of having awkward conversations with customers on Zoom? Unsure where to look – or for to move? Feel like a deer in the headlights?
You’re not alone. Speaking on-camera is not a natural skill. And very few salespeople have any formal training on how to communicate effectively with customers on-camera.
That’s why I launched The Selling On-Camera Master Class: to help sellers master the art & science of connecting with customers on-camera with techniques I learned as an actor transitioning from stage to screen!
Here’s a sample from the 10 Video + Coaching Course:
This Master Class will help you become a confident and compelling salesperson on-camera – one who customers will remember and choose to do business with.
You’ll Learn how to:
Create natural eye contact that builds relationships
To suddenly see yourself on a video call is both extremely compelling and distracting. Up until recently, we’ve all remained blissfully unaware of that funny thing we do with our mouth, the frequency with which we blink, or the unflattering shadows under our eyes. It is not a small thing to come face to face with how others see you.
Which is precisely why the one person you should never make eye contact on a video call is YOU.
Like most myths, the Greek god Narcissus falling in love with his own image was based on human impulses. Focusing on yourself is a pool you don’t want to fall into, even for a second.
I see so many salespeople clearly checking their image, then glancing back to their customer, then back to their image again to see if anything has changed! Not only does this take you completely out of the moment, but it looks as if you are oddly distracted to your customer.
Like any performer, you need to do your preparation and practice “off-camera.” Learn the technique. Record yourself practicing it. Then when you’re on a video call with a customer, hide your image. Don’t turn off your video, just hide your image so you don’t fall prey to the siren call of your image. That way you will remain 100% focused on your customer – which is much more important than if you have a hair out of place!
Pro tip: To hide your image on Zoom, simply right click on your video and select Hide my image.
Salespeople and customers alike have quickly risen to the challenge of connecting in a virtual world. But now that customers are being bombarded with Zoom calls both internally and externally, they, like many of us, are experiencing Zoom Gloom*. Zoom Gloom is an unforeseen side effect from being on video call, after video call, after video call – all with an overwhelming sense of sameness. Symptoms of Zoom Gloom include: 1…Exhaustion. It may seem physically easier to meet on video, but in reality our brains are working extra hard to process this new environment. A video call eliminates our ability to intuitively pick up on dozens of non-verbal cues that help us process a conversation. When we can’t see a person’s hands, or gestures, or if the quality is poor, even read facial expressions, our brain struggles to fill in the gaps. The result: we wear out quicker. 2. Strain Read More
I once made a sandwich, responded to an email, and let the dog out – all while “watching” a virtual presentation. I’m not proud. And I’m not alone. InterCall, the world’s largest conference call company found that audiences are engaged in a number of activities while on conference calls. For example: Doing other work (65%) Eating or making food (55%) On-line shopping (21%) It’s not a huge leap to conclude that similar behaviors extend to a virtual presentation where the cloak of invisibility and easy access to multiple devices invites the opportunity to escape. And if your customer is not engaged, the odds of moving the sale or conversation forward are slim. Maintaining your audience’s attention presents a unique set of challenges in a virtual world, but here are some proven tips for making your virtual presentation a “must watch” event! 5 Tips for an Engaging Virtual Presentation Get On-Camera! Read More
According to research done by Gong.io webcams are used 41% more often in deals that close than lost deals. There’s never been a more important time for sellers to master their on-camera and video skills and ramp up remote sales. Your eyes and your face help to quickly establish a relationship with customers and build the credibility and trust they need to make buying decisions in uncertain times. So what is keeping you from using video? Maybe you’re intimidated by the camera, not sure if you’re doing it right, or just feel awkward. You are not alone. Speaking to a camera is an unnatural act. The good news is that even actors who transition from stage to film struggle with it. But they overcome it by learning and practicing specific on-camera techniques, like: The secret to appearing “natural” on-camera How to create eye contact with your audience and make them feel Read More