Making the technical Sale by Rick Greenwald and James Milbery - Handling objections

Handling objections:

Three types of objections from most difficult to address to easy to address: philosophical objections; feature objections; and benefit objections

Three approaches for handling objections: rebutting and education. Rebutting an objection closes off communication with the prospect. Working down the grid to benefit objections so that an education approach is amenable. 1) address the objection immediately; 2) repositioning; You can do repositioning an objection to an education approach can handle. 3) park the objection and address later or follow up to establish rapport and credibility. Agree with customer in some sense, remain your curiosity and poke around to gain information. Do not be too defensive. Remember, by offering objections, your prospect is giving you valuable insights into his or her evaluation criteria. Use these objections to understand your prospects' real needs and wants.
Some objections are major while some are minor. Do not let the minor objections interfere your presentation flow.

When an objection comes up, firstly, try quickly to understand what type of objection you are dealing with so that you can ascertain the best technique to handle it; secondly, determine how to address it. It can help if you make a habit of repeating an object when you hear it.

Dress for success

http://msucares.com/pubs/publications/p1476.htm

How To Look Your Professional Best -- Females
Our physical appearance, our words, and our actions express to others the person we are within. The strongest personality indicator is clothing because our clothing reveals how we think we look. Clothing can be easily changed to stress our strong points and camouflage our weak points.

Clothing permits us to state who we are and helps us reach our goals. When our clothing is changed, our mannerisms also change and a new set of reactions, both internal and external, affect our behavior. If we feel unattractive, we tend to withdraw and thus evoke a negative reaction from other people. If our clothing is attractive, however, we gain confidence in our appearance and demonstrate confidence in our behavior.

It is more difficult for a woman to project a clear clothing message than it is for a man. For the woman who is bridging several worlds, functioning in a professional role, as well as being a wife and mother, there is a problem of style confusion. Women must choose clothing that will carry them through several roles, sometimes in a very short time span.

Approximately 2/3 of all working-age women work in a paid job outside the home. In fact, women comprise over 40 percent of the country's total work force. A large percentage of these women are not just working; they are planning a career, and the correct clothing should be an important part of the plan.

A look that promotes a feeling of polished and professional competency ranks highest among those who do the hiring. A professional look includes clothes, hair, makeup, and accessories that work together to create a professional image. There are certain kinds of clothes appropriate for working women. Fashion taste and good judgment are essential for an adequate and professional wardrobe. Analyze and describe the appropriate career dress for your chosen career, and then plan your wardrobe around this description.


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Plan Your Career Wardrobe
It is common to hear someone say, "I haven't anything to wear." If this describes you, then you need to survey your wardrobe and make a plan. It is possible to spend a great deal of money on clothes and not really be well dressed. If you plan ahead, this need not happen to you.

Plan an adequate wardrobe. Have enough suitable work clothes to carry out your job and feel good about the way you look.

Find out what you already have that is useful and that looks good on you. Get rid of the garments you have negative feelings about. Clean and straighten your closet in the process.

When you find the items that are still usable and comfortable, plan what you need to add to your career wardrobe. It is usually not possible to spend a large amount of money on clothes all at once; so plan to update your wardrobe by adding to it gradually.

A plan for an adequate and appropriate wardrobe is never completely finished. It changes not only as you change but also as your clothing goals and ideas change.


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A Basic Career Wardrobe
Carefully select and coordinate a few basic garments. Choose solid colors that you can mix and match with solid or multi-colored accessories.

Two three-piece suits (jacket, skirt, pants). For summer, a light colored one; a darker one for winter.
One solid-color blazer.
One sweater (cardigan).
Two basic skirts (straight, flared, or dirndl) to compliment figure.
One classic pair of pants.
Two solid-color blouses (one with a tie or bow).
One pinstripe blouse.
Two shirts.
One shirtdress (to wear with the blazer).
One classic dress (with several accessories to change the look).
One all-weather coat.
Shoes and accessories (scarves, jewelry, belts, etc.).
Studies have shown that certain clothes lend an air of authority to the person wearing them. If you would like to enhance your authority on the job, consider these suggestions:

Wear quality.
Wear a jacket to work -- the higher the quality, the more authority.
Wear subtle, sophisticated colors. If bright colors are becoming to you, wear them occasionally.
Wear small, sophisticated prints or geometrics rather than large shapes or designs.
Carry a fine leather handbag -- not trendy but classic.
Always add finishing touches to your outfit -- a belt, a small pair of earrings, a gold chain.
Wear good quality jewelry if your can afford it; if you can't, wear a fine costume copy.
Always keep the same high standard to your look. Be consistent.
Look and act in a professional way.


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Lines for You
Your physical build is the first clue to help you decide what styles or lines look best on you. Look in a full-length mirror and "size yourself" to see if you are tall and thin, tall and heavy, short and slim, short and heavy, or average.

The lines in your clothes can play an important part in your appearance, but lines can be deceiving. Look at the five lines shown here. Which seems longest? Shortest?



The lines are really all the same length, but "3" appears to be longest while "5" seems to be shortest. The tricks played on our eyes by the lines are called optical illusions.

A single vertical line makes you look taller and thinner and is good for almost everyone except the tall, thin woman.

A horizontal line going across the garment makes you seem wider at that point. Many horizontal lines add more width to the figure.


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Wardrobe Planner
Garment
Fabric
Color
Cost
Already Own
Need To Buy or Make

Three-piece suit
summerThree-piece suit
winter
Blazer
Cardigan sweater
Straight skirt
Flared skirt
Classic Pants
Blouse with bow
Blouse, solid color
Pinstripe blouse
Two shirts
Shirtdress
Classic dress
All-weather coat
Shoes
Accessories

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Dressing Don'ts
Don't wear plunging necklines.
Don't wear clinging skirts.
Don't wear loud, shocking colors.
Don't wear short skirts.
Don't wear tight sweaters or skirts.
Don't wear see-through fabrics.
Don't wear pants without a jacket.
Don't wear faddish clothes.
Don't wear sundresses.
Don't wear large jangly jewelry.
Don't wear childish clothes.
Don't wear scuffed shoes.
Don't wear runs in hose.
Don't wear wrinkled or soiled clothes.
Don't wear clothes in need of repair.
Don't wear skirts with slits higher than the knees.

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Hints for Each Body Build
Tall and Thin
Wear horizontal lines in two-piece suits/dresses.
Avoid vertical stripes.
Wear contrasting jackets with slacks/skirts.
Sleeveless styles are unflattering.
Wear flared or gathered skirts.
Avoid long, tight sleeves and other tight-fitting garments.
Wear wide belts, full sleeves, and cuffs.
Take advantage of fabrics with texture.

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Short and Slim
Wear outfits of one color/pattern.
Avoid large plaids or designs.
Wear single-breasted coat or suit styles.
Wear slim or slightly flared skirts.
Avoid too much fullness, large pockets, large accessories.
Wear simple shoes.
Keep accessories simple and delicate.

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Tall and Heavy
Wear dark or subdued colors.
Hems should be medium length.
Wear outfits of all one color/pattern.
Avoid bulky sweaters, coats, and suits.
Avoid garments that are too tight, too full, or too short.
Avoid large details -- bows, huge sleeves, big collars, etc.

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Short and Heavy
Wear suits or coats with minimum shoulder padding.
Avoid bulky textures and big patterns.
Avoid sleeveless styles if arms are heavy.
Wear outfits of one color or pattern.
Avoid very light- or very bright-colored outfits.
Wear gored or slim (not tight) skirts.
Avoid wide belts and full sleeves.

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Career in Colors
Colors can enhance your appearance. The colors you should choose to wear are determined by your feelings about a color, by your personality, and by your own personal coloring.

Look at your coloring, which is created by complexion, hair, and eyes. You can hold different colors up to your face to see the effect. Although all colors will not look equally good on you, you can still wear them away from your face or as an accessory. Find your best colors and stick to them.

What color looks best on you?

What is your second most becoming color?

Be wise and plan your wardrobe around one or two basic colors that are becoming to you. Using only one or two basic colors makes mixing and matching clothes and accessories easier. This way you can increase the number of outfits you wear without actually increasing the number of garments you own.

Your personality is a factor to consider in your color decisions. Bright, stimulating colors seem appropriate if you are vivacious. If you are more reserved, choose soft, subdued colors, but accent them with livelier ones. The colors you wear should do something for you emotionally as well as physically. Here are some things to consider about color:

Light colors make you appear larger.
Bright colors make you appear larger.
Dark colors make you appear smaller.
Dull colors make you appear smaller.
Bright colors in rough textures make skin blemishes more obvious.
Bright colors in large amounts become tiresome quickly.

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The Finishing Touches
Hair, makeup, and accessories are important finishing touches you should not neglect. Remember: Understatement is always better than overdoing.

Hair. Keep hair simple, clean, and well-cut. Your hair style should flatter your facial structure and be professional looking. Avoid childish hair styles; they undermine your authority. Above all, you want an easy-to-keep hair style that does not require much time.

Makeup. Research among top executives shows that a medium amount of makeup, or natural look, is most desirable in professional women. The "painted lady," or too much makeup, looks harsh and gaudy. No makeup at all makes you look tired or lazy with an "I-don't-care" attitude.

Strike a balance with your makeup. Use it to maximize your good features and minimize your bad features. Perfume should be kept to a minimum.

Accessories. Accessories can make or break an outfit. Use accessories to set the tone of your look by pulling it together and setting it off with just a touch of flare.

One of the tricks of the trade is the Rule of 14. When you think you are ready to walk out the door, do some quick addition. Give yourself one point for each of the following:


Each visible item of clothing.
Each accent color.
Each pattern or textured fabric.
Each decorative trim.
Each piece of jewelry.
Colored nail polish.
Colored toenail polish (if toes show).
Colored or textured hose.
Hat.
Handbag (3 points if it is multicolored, has contrasting trim, or has decorative hardware.)
Exposed handkerchief.
Contrasting belt (2 points if it is especially ornate).
Decorative, eye-catching buttons.
Eyeglasses (2 points if ornate or in a fashion color).


If your total is over 14 points, you are probably overdressed. Remove or change something to bring down your total. The result will be a more pleasing, unified appearance.


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Evaluate for Quality
Learn to judge quality in the clothes you buy to get the most for your money. Being able to recognize quality is a great asset. Become a wise shopper and you can understand why seemingly similar garments may vary greatly in price.

The quality you look for will depend on the use of a garment. If you occasionally decide to indulge in a fad item, do not buy the best quality. Coats, suits, and other basic items you will wear often and for a long time should be the best quality you can afford. Remember, high prices in clothes sometimes mean high quality, but not always. Use the checklist below to evaluate your clothing purchases for quality before you buy.


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Evaluate Your Clothing Purchases
Is the fiber content of the fabric labeled?
Is the fabric free of flaws?
Will the fabric be durable?
Is the fabric practical?
Are seams smooth and sturdy?
Is sleeve cap free from pucker?
Are fasteners secure and do they work?
Do plaids and stripes match?
Is hem even, secure, and invisible on outside of garment?
Are points of strain reinforced?
Do trims harmonize with the style, design, and color of the garment?
Are linings and interfacings used where necessary?
Can you launder the garment at home?
Will it require ironing?
Is the price within your budget?
Do you really need it?
Does the garment fit properly?
Does the garment look good on you?
Will the garment coordinate with at least two garments already in your wardrobe?

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Shopping Tips
Shop early for the best selection and to find the size, color, and style you want.
Find two to three clothing manufacturers that have your type of clothing and look for these brands.
Find two or three shops/stores that work for you and stay with them.
When shopping in a department store, look for special "career" shops and see what the models and mannequins are wearing.
Don't be an impulsive shopper or an indecisive one.
Be a cautious shopper. Buy for a need, not a want.
Before you buy, be satisfied with the price, fit, style, and color.

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References
Clothes Sense by Barbara Weiland and Leslie Wood.

Dress With Style by JoAnne Wallace.

Dressing for the Job by Clemson University Extension Service, Clemson, SC.

Looking, Working, Living Terrific 24 Hours a Day by Emily Cho.

Glamour's Success Book by Barbara Coffey and Editors of Glamour.

Your New Image Through Color and Line by Gerrie Pinckney and Marge Swenson.


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Good post, especially at this economy recession stage.

This isn’t my article. It was written by Nadira Hira of Fortune Magazine. It is very timely piece and I recommend you read it.

http://thegig.blogs.fortune.cnn.com/2009/02/16/using-your-contacts-without-making-them-feel-used/

The Gig

With Nadira A. Hira

February 16, 2009, 11:03 am

Using your contacts without making them feel used

If there were ever a more important time to network, I can’t remember it. I’ve been to so many going-away parties in the last few weeks that I’m starting to wonder what I’m still doing here. People who thought they’d played it professionally safe — bankers, lawyers, significant others of bankers and lawyers — are suddenly finding themselves among the nation’s growing jobless. And even those who remain gainfully employed are hoarding their cash, certain they’ll be the next to go.

So we young people do what any sane person would do: We spin the old mental Rolodex. We note all the people who don’t hate us and might be of some use. And then we send messages that read something like this:

Hey, Person I Need!

Long time no talk! How are you?! Sorry I haven’t written you in 17 years — boy have I been busy — but here’s some contrived anecdote to show I’ve been thinking about you. Thought you’d like to hear these few random things that are going on with me, too. Oh, by the way, I was thinking you could hire me/refer me/help me in some other way I’ve been generous enough to dream up for you. And since I’m sure you’re dying to read my resume, it’s attached. Totally can’t wait to catch up!

Sincerely,

Most Transparent Jobseeker Ever

If that sounds extreme, believe me, it’s not. I have, in fact, received a number of notes not unlike these myself in recent weeks. And for the record, it isn’t that I wouldn’t be happy to help if I could. It’s just that the approach is so completely disingenuous that it’s actually detrimental to the person’s cause. (And we Yers tend to be more prone to it because of our sometime lack of social graces, the quick and familiar way we communicate, and the broad if not deep virtual networks we’re able to maintain.)

As understandable — and essential — as the urge to work one’s connections is in times like these, there’s still an art to doing it. It’s rooted in basic common sense and good manners, and it applies in every situation, whether you’re sending an e-mail, Facebook message, smoke signal, singing telegram, or (gasp) letter. So, in the interest of maintaining our networking dignity, here are a couple suggestions for reaching out the right way…

1. Be honest — no, really. It’s important that any networking note we write contains the usual niceties (a “hope you’re doing well,” and some punctuation, for example), but don’t overdo it. When we try too hard to be all “great”s and giggles — especially in an attempt to obscure the fact that we want something — it usually has just the opposite effect. Not only does it draw attention to our self-serving motives, it can also be fairly insulting to the intelligence of the recipient. Why not, instead, try telling the truth? “I know it’s been a long time,” you might say, “but I recently started looking for a new job and, since you’re one of the people who’s offered help in that arena over the years, I thought I’d check in.” (And if the person’s a legitimate friend, a light-hearted nod to the awkwardness often diffuses any tension: “I’m so sorry you’re only hearing from me now, when I need you, but I hope you won’t hold it against me forever.”) It’s nothing revolutionary, but with trust in short supply these days, a little sincerity goes a very long way.
2. Ask for advice, not a gig. It’s never really proper to ask for a job outright unless you’re in an actual interview. But with the job market in the state it is, and everyone worried about their own job, it’s particularly poor form right now. Some people may not even respond to you if they feel pressured to produce a possible job or broker an introduction, so focus your energy on seeking out good advice, insights, and resources. If, for instance, there’s a job you’re interested in at an acquaintance’s company, write to ask what s/he thinks of the department, not to look for the hookup. This tack is flattering — after all, who doesn’t like the idea that their perspective might be valuable? — and it puts you in the positive light of a potential protégé or close colleague, someone that your contact may think of (fondly, and maybe even first) should a job prospect arise. This way, if they have a post or person to share with you, they can do so on their own terms. And if all they have to give you is a few words of wisdom, at least they know that’s worthwhile to you, too.
3. Do not attach your resume. And for that matter, don’t attach any other representations of your wonderfulness that are likely to lock up people’s inboxes, even if you’re sure they like you. Not only can it seem presumptuous, it also looks a bit desperate. Even if you’re posting to a group of friends about your job search, it’s much more effective (not to mention safer) to just include a few sentences about what you’re looking for and what you’ve done, rather than giving them your entire work history, which they’re not likely to read anyway. As a rule, re-establish contact first, then ply with documents.
4. Facebook doesn’t change anything. In our age of social networking, it can be tempting to use the relaxed attitude of tools like Facebook to take the work out of networking. It’s so easy now to just “friend” a person you haven’t talked to in years — without so much as a, “Remember me from high school?” — then hit them with the old, “I really love your company, so…” But take it from me, that isn’t going to be received any better by a Facebook friend than it would be by anyone else. Even on the Web, people know when they’re being used, and they don’t like it. So apply the same amount of courtesy and concern there as you would everywhere else.
5. Show a little gratitude. Remember that everyone, from the C-suite all the way down, is under pressure right now. So thank them for their time, and if they make an effort to respond, even if they don’t say much, realize it means something — and say so. Not just because it’s the right thing to do, but because it fosters a continuing relationship. We’re so connected, and it’s so easy to maintain those connections in today’s world, that there really is no excuse not to build and nurture as many substantive relationships as you can. (And just to be clear, by substantive, I don’t mean poking and gifting, but actual communication, like with words.) That may seem like a big investment of time for not very much immediate return — and goodness knows many of us really need the return at the moment — but trust me, you just never know.

To read book list

1. People skills: how to assert yourself, listen to others and resolve conflicts Robert Bolton, 1986
2. New women's dress for success, john T. Molloy1996
3. leaving campus and going to work T,Jason Smith,2006
4. women don't ask, negotiation and the gender divide, linda babcock and sara laschever, 2003

Comment on book "interpersonal skills at work" by John Hayes

This is the very first book that I ever read on interpersonal skills (or people skills). It's a book provides a thorough theoretical discussion on all the aspects of people skills that may involve. Although such book won't immediately gives me tips on dealing with people, it's a wonderful book for me, an engineering nerd to gain some insights on know how and why the people skills may involve. I've been too "green", I've been too naive, to social skills. This book answers or confirms me that social skills are an behavioral science that involves ample strict scientific study, that indeed deserve reading to be aware of the people skills that we encountered every day every moment in working environment and social life. To enlighten myself to keep track of my awareness, I am bulleting down some important key words that may help me thinking of later on:

1) Listening (the skills I am actually pretty lack off!)
2) Listening to non-verbal messages (I should pay more aware on it)
3) Questioning and the information getting interview (after the interview process, I feel quite informed with this aspect, especially the point: use open questions for the interview)
4) presenting information to others
5) Helping and faciliating (Gee! I never can think help can have so many different styles that may make your love it or hate it! You may help by advising, supporting, challenging or information gathering)
6) Asserting and influencing ( this is obviously what I am lacking or not strong with. )
7) Negotiating (My negotiation with Logitech is so lame... But the tricks they play totally demonstrate all the possible contending tactics, including imposing time pressure, hold firm, making it costly to continue to negotiate, persuasive argument). Instead, my strategy is flexible tactics, which may seem too lame or weak by the other party)
8) working with groups (very helpful! group interaction process tells a lot of the group that you need to be aware and get used to it. Observe frequency and duration of communication, , communication patterns will help to diagnose the group environment. Role functions are very diversified. To contribute the group more efficiently, employees need to try to involve more role functions: task roles: initiator, information seeker, opinion seeker, information giver, opinion giver, elaborator, evaluator/critic, coordinator, decision manager, recorder, supporter/follower. Maintainence roles: encourager, gatekeeper, mediator, compromiser, standard setter.
9) manging relationships more effectively. (three ego states: parent, adult or child. Never think you are a new grad and treat self as a child anymore!)

I am glad that I encounter this book and get to know the interesting theory that are embeded in everywhere. So next time, when I have nothing to say, I should treat myself experiencing an interesting game that nobody knows by observing the others and try to understand more!

From CIO to Help Desk

What kind of work exactly looks like with these job titles? I've been wondering this question for a long time and I never get well answered. Today I encountered a post here which, at least, partially satisfy my curiosity. The link is as follows: http://edu.insidetech.com/articles/102-tech_career_snapshots

The CIO job is obviously not my type (well, at least at this stage), neither the help desk job. However, the Quality Assurance Engineer looks specially interesting. Good to know..

Tech Career Snapshots: CIO to Help Desk

Perhaps the first step in applying for a job is understanding the position itself. In the information technology field, that’s a more complicated task than you might expect, as technology job titles are constantly in flux (like the technology itself). Even the hodgepodge of “standard” titles requires some explanation beyond what’s offered in job descriptions.

For those new to the industry, this is especially confusing. You’re thinking about entering the IT world, and suddenly you’re confronted with names of positions you never even knew existed. A $60,000 salary for a quality assurance engineer? Not bad, but what is QA? Is this a position you aspire to? You’ll never know unless you know what a person in that position actually does.

To help you make sense of all this, here is another installment in our series of straightforward, no nonsense descriptions of technology job titles. Salaries are approximate and vary by region. Once you know the titles, expect to see lots of variations, often with a “senior” or “junior” appended to it, or with a qualifier related to the type of technology or computing system.

Chief Information Officer (CIO)

• What they do: The CIO serves as a company’s technology guru, overseeing everything from the purchase of computer systems to overarching plans to use technology to gain a competitive edge. With technology often viewed as central to a company’s mission – and not simply as serving “back office” functions, like accounting – the role of the CIO is increasingly strategic; that is, geared toward finding ways to utilize technology in new and creative ways.
• Skills: The CIO needs to know the technology, but he also needs to have the savvy – and confidence – to walk into the CEO’s office with ideas to help the company thrive and grow. The CIO is often an expert in a particular industry, whether it’s toy retailing or database software. A CIO must have demonstrated skills in management, team-building and budgeting. A CIO is typically an individual who has already held a top technology post, such as IS director.
• Salary: $140,000

Project Manager

• What they do: The project manager develops requirements, budgets and schedules for IT projects. Project managers may coordinate multiple projects, from development through implementation, working with both clients and project leaders. Project managers report on the project’s status to clients, manage project resources and timelines, and write proposals and other project documentation.
• Skills: Project managers must know the technology, but they also need to be able to communicate with personnel unfamiliar with the demands of IT projects. Knowledge of a specific area of technology, such as e-commerce or database design, is considered crucial by many organizations, although some emphasize more generic project management skills. Database analysts, senior software engineers and others may take on project management tasks, providing them with the experience needed to become full-fledged project managers. Knowledge of planning tools, such as Microsoft Project or Visio, is often required.
• Salary: $76,000

Quality Assurance Engineer

• What they do: Complex technology projects require testing – lots of it – in order to avoid gaffes (and outright disaster). QA engineers work to execute testing plans and goals to ensure systems work properly. Tasks include the design and implementation of testing procedures, interaction with support staff, categorizing bug fixes and enhancement requests, and reviewing bug reports.
• Skills: QA engineers must have problem-solving and organizational skills, along with knowledge of the underlying technology of the systems being tested. A position with an Internet company, for instance, might require knowledge of HTML, CGI, Internet protocols and Java. QA engineers should have experience with bug-tracking software and automated testing procedures.
• Salary: $63,000

LAN Manager

• What they do: The LAN manager provides assorted services, from design to administration, of an organization’s local area network, which connects staff within an organization.
• Skills: A LAN manager needs to know the intricacies of the specific systems being used by a company: Windows NT, Novell, Unix and so forth. Knowledge of networked applications, virus-protection schemes, system diagnostic utilities, and experience with routers, hubs and bridges is also necessary.
• Salary: $57,000

PC Tech Support Specialist

• What they do: You need the latest version of Internet Explorer on your PC? Call tech support. Tech support specialists are responsible for the maintenance and support of a company’s PCs. Tasks include troubleshooting, responding to technical problems, and performing maintenance, upgrades and configurations.
• Skills: Tech support specialists should have knowledge of assorted operating systems, such as Windows 95 and 98, Windows NT and Macintosh, along with familiarity with frequently used applications, from Web browsers to Microsoft Office.
• Salary: $38,000

Computer Operator

• What they do: A computer operator is responsible for tasks related to the daily operations of a company’s computing systems. Tasks include performing backups, executing batch print jobs and maintaining logs of operations.
• Skills: A computer operator must be able to follow precise instructions, evaluate problems and plan a course of action to remedy situations. An associate’s degree, or comparable experience, is often required, with training in the specific system being operated.
• Salary: $35,000

Help Desk

• What they do: Help-desk workers answer support questions, from the silly to the serious. They may handle questions from a company’s own computer users, or they may respond to queries, via phone or email, from individuals using a product produced by the company.
• Skills: Help-desk staff must have a comprehensive understanding of specific systems and applications, with the ability to provide clear answers to common (and not-so-common) questions.
• Salary: $35,000