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Assumptions: The Graveyard Of Lost Sales

December 7th, 2009 jcrisara 1 comment

graveThe graveyard of lost sales is filled with assumptions that sales people make about their buyers. Where do we form these assumptions? Usually they are created in our minds, based on past experiences we have had with other clients. Assumptions are not based on reality.

Our experiences in the past have no impact on the way your buyer wants to purchase from you at this moment.

Always challenge your assumptions about the buyer. Share your thoughts when you think you know something about them. Most likely, you will find out how wrong your assumptions were. Find out if your assumptions are correct, or better yet, don’t make any in the first place.

The only time that is real is right now. This is the only moment we can take action to create our future. Stay in the moment a maximize you opportunity to be effective right now and you will create the success that you desire

In a Slump? Changing Response Changes the Outcome

July 15th, 2009 admin 1 comment

thinkingThe difference between getting a sale or losing it lies in the response or lack of it, that the sales person has to each event that takes place during a call. Every time I hear a salesperson say, ‘There was nothing that I could do, the customer had their mind made up.’ or ‘They were just shopping for the best price and we never win that game.’ I just shake my head and wonder what the salesperson think’s that their job actually is.

Don’t Be An Easy Mark

I also wonder how the buyer has sold the sale’s person on the incorrect notion that the price was the most important thing. After all, most people never buy anything at the lowest price. When you go out for dinner, wouldn’t it be cheaper to make it at home instead? How about when you do choose a restaurant? Do you always go to the most inexpensive place you can go? Don’t you ever treat yourself to a premium meal for an important occasion? Well, my friends, when you are on your sales call and the buyer is wanting to purchase a solution to their frustration, isn’t this an important occasion as well?

Changing The Mind – Essence Of Selling

The salesperson’s job is to see these situations and realize it is their job to change the mind or persuade the customer to see things a different way. If the salesperson cannot do this, then they have failed.

Understand that persuasion happens on every call. Either you have persuaded the buyer that you are the best solution or they have persuaded you that you are not the best solution.

The biggest failure is that the salesperson doesn’t even realize that given the same customer and the same situation but having a different salesperson with different responses, that they WOULD get the sale even with those obstacles in place.The assumption by the salesperson that they could have done nothing more to get this job, is the root of all problems that make salespeople eventually fail.

At Least Try It!

You must be dedicated to changing or ‘trying on’ new responses to situations where you normally fail. Doing the same thing and expecting a different result is the definition of madness. Dedicate yourself to this one principle today. CHANGE YOUR RESPONSE TO ACHIEVE THE RESULT YOU WANT.

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About the author: Joe Crisara is CEO of www.ContractorSelling.com a website that helps sales professionals to change their thinking and grow their sales. You can contact Joe by emailing him at joe@contractorselling.com

Did I Make a Good Sales Presentation?

July 15th, 2009 admin No comments

Most times when sales people report the results of another lost opportunity to their sales manager they bring back more excuses, complaints and generalizations than they do real analysis of the situation. The next time your sales people start to sound like a “broken record” stop them in their tracks and ask them if they really think they made a good presentation.

How Do You Know If You Made a Good Presentation?

The presentation of solutions to your customers should serve a purpose in the sales process. Is your presentation hurting or helping you sell your service? The following should help you evaluate whether you are making a “good” presentation.

Here are some questions to ask your self about the role your presentation must play:

Does it create solutions that no one else has thought of?

Does it differentiate you from the pack?

Did you creates packages and bundles to make it easier to decide?

Did you give customers options for the way they want to purchase?

Did it use customer focused language or did you revert to industry jargon?

Did your unique solutions prove your expertise and creativity?

Did it make your prices seem fair and worth the investment?

Did it persuade your customers to take action after seeing it?

Does it use options as a negotiation point of reference?

Did it eliminate the desire for having to shop around with others?

Did it create status, quality and integrity in you and your company?

Did you present all of this to the right people at the right time?

Well, does your presentation cut the mustard? If not, then take a deep breath and go back to the drawing board. Your results don’t lie.

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About the author: Joe Crisara is CEO of www.ContractorSelling.com a website that helps sales professionals to change their thinking and grow their sales. You can contact Joe by emailing him at joe@contractorselling.com

George Constanza School Of Sales Management

June 6th, 2009 admin No comments

Do you remember when the TV show “Seinfeld” was a huge hit on NBC’s “Must-See TV” every Thursday? I have probably watched every episode at least 2 or 3 times. The one episode that really stands out for me more than all the others is the episode called “Opposite George.”

Looking At the Truth Straight On

Basically, instead of always lying to himself about how good things were going in his life, he decided that he gotten to the miserable place he was now, by the actions that he had taken. He finally owned up to his failures.

The Decision To Make a Change

Upon this discovery he decided that from now on, in order to make his life change for the better, he would do EXACTLY the opposite of what he had always done his entire life. Up to this point, his life was typified by economic and personal struggles. He was a man that couldn’t keep a decent job and was also dismissed by every woman he approached as a schmuck.

He decided to break from the past by doing the EXACT opposite of what he normally would do to see if it would make a difference in his career. One memorable instance of his newfound approach was when he used the technique of “do the opposite” to land himself an executive job with the famed New York Yankees.

During the interview, instead of being in awe of George Steinbrenner, like everybody else probably is, he instead tells his potential new boss how his ego is out of control and that every decision he has made has been flat-out dumb. “Hire this man immediately!” Steinbrenner screams. “That’s the kind of attitude we need around here!”

So here’s my point. Every time George did the opposite of what he would
normally do, what logic and common sense would dictate, and what everybody else would probably do, he experienced “quantum leap, life changing success.”

You Must Change What Isn’t Working

You know what? In many ways this thinking is the key to being a successful sales manager.  It just makes sense that the best decision to make in order to turn around your results is the EXACT opposite of what you have always done, especially if you are struggling.

For instance, let’s say that a sales person who you work with is struggling with price objections. Every presentation that he has made recently has been met with a lower price from your competitor.

Let’s look at the different ways you could approach this situation.

The Way Most Sales Managers Would Do It

YOU: Hey Bob, I know you love working here at our company and I know it’s tough out there but you have to learn how to handle these price objections. I know you can do it if you just practice more. Why don’t we talk about some ways to overcome these?

THEM: No, I appreciate your offer Bill, but I’m swamped with work and family issues. Plus I’ve already tried everything.

The Way “Opposite George” Would Do It

YOU: Hey Bob, off the record can I ask you something? I’m surprised you still work here since you obviously think the quality and service of our company is the same as the competition but only our prices are higher. Have you completely given up on our company?

THEM: What are you talking about? I never said that! Our quality and service are way better than our competitors. I just need more help practicing overcoming objections. Hey Bill, do you have time to work with me on this? (Success at last – You have inspired your sales person to try improving by doing the opposite!)

The Paradigm Has Shifted

As you can see by this small exchange above, George was actually genius in his approach. Doing the opposite can make a big difference. Can you really argue with the simple truth that if you follow along and simply do what others who struggle are doing, you will get exactly what they are getting? Why not pull a “Costanza,” do something different?

There are businesses that are actually MORE profitable in this down economy as they pick through the bones of others who have failed. That’s right, after the dust has settled they now attract the ex-customer and ex-employees of those companies who are bleeding or who have fallen. Ultimately where there are problems there are opportunities.

Please Share your Comments Below

NOTE: Special thanks to my friend and chiropractic marketing genius Todd Brown for inspiring this article.

About the author: Joe Crisara is CEO of www.ContractorSelling.com a website that helps sales professionals to change their thinking and grow their sales. You can contact Joe by emailing him at joe@contractorselling.com

How Tweet It Is

May 4th, 2009 admin No comments

I’m in a love/hate relationship with Twitter (www.twitter.com).

On the one hand, it’s one of the most time-sucking technological vortexes ever invented.  Great gobs of hours are being expended communicating in 140 characters or less to whomever will listen, and reading one message is like eating a single potato chip.

On the other hand, I get the most relevant, current news tidbits of my entire day from the people I’m following on Twitter. 

I would not have said this six months ago, but I now believe Twitter should be a daily regimen for those who manage younger salespeople.  If you look beyond the network marketing invitations and mindless blatherers, there are very relevant and interesting exchanges happening on Twitter, which makes it worth your while as a manager to get to know it.

And, since most young people are seriously into it, you’ll stay up on what’s going on in their world. 

One word of caution: Choose your friends wisely.  Anyone that tweets about their morning workout regimen, what they’re having for lunch, or what store they just shopped at are probably not the kind of friends you want.  If you have the right kinds of friends from your industry, I believe about 20 minutes a day on Twitter will keep you relevant, informed, and topical.  Any more than that, and you’ll start down rabbit holes that lead to endless paths of wasted time.  (If you’d like to know who I’m following, just send me an E-mail at bill@The800PoundGorilla.com and I’ll send you my favorites.)

If you haven’t been there, you owe it to yourself to at least check it out.   

  Bill Guertin is CEO (Chief Enthusiasm Officer) of The 800-Pound Gorilla, a sales performance improvement company based in suburban Chicago, IL whose list of clients includes professional sports teams in the NBA, NFL, NHL, Major League Baseball, and Major League Soccer.  Learn more about Bill at www.The800PoundGorilla.com, or follow him on Twitter at www.twitter.com/800poundgorilla.

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The NBA: Where “Pathetic” Happens

April 9th, 2009 admin No comments

There I was, enjoying an exciting NBA basketball game in Miami between the Heat and the visiting New Orleans Hornets.  The game had playoff implications, and so the building was electric.  There were spectacular plays, great moves, terrific blocked shots and athletic dunks back and forth all night long. 

The only thing bothering me was the kid sitting next to me.

I’d guess his age at about 13 or 14, a prodigy from one of the wealthier Miami suburbs, it appeared.  He looked like a Nick, so that’s what I’ll call him.  He was there with his father, who sat there mostly silent throughout the game, and his little brother, Chip (off the old block), who was maybe 8 or 9, and mostly silent as well.

Throughout the game, Nick constantly belittled each of the players and their obvious lack of talent, skill, and brains.  An errant pass from the home team was tipped and stolen by the Hornets’ star, Chris Paul, who streaked down the court for a lay-up — an amazing display of reflexes, speed, and talent.  “What a stupid pass!” Nick said to Chip in disgust.  “Anybody could’ve stolen that!  What a moron!” 

I resisted the temptation to say something about an appreciation for the astounding play of Chris Paul, but I bit my tongue.  My tongue would be a bloody stump by the time the night was over.

A fantastic blocked shot by Jermaine O’Neal was greeted by: “Why didn’t he get there sooner?”  Two quick three-point baskets in a row by the home team, and Nick’s reply: “What is that, two out of thirteen?” 

It got so bad at one point that I got out my Palm phone and started typing the things he was saying, so I would have record of them.  Here are a few of the actual comments from Nick as they were spewing out and I was capturing them:

“Pathetic!”

“Can’t anybody rebound?  The midget (Chris Paul) gets it every time!”

“How hard can it be to cover him?”

“How could he miss that?  Idiot!”

“He can’t dribble. Give it to somebody else.”

“Why is he even on the floor at all?”

“Wow… we’re actually winning.  I don’t believe it.”

With several minutes to go, I decided that I would enjoy the rest of the game in another spot.  It was a good thing, too; the visiting team tied the game with an amazing last-second long shot to put it into overtime, and I’m sure Nick had a few choice comments about that play as well.   

The game was fabulous.  The only thing that was pathetic was being in the presence of Negative Nick.   

Do you have a “Nick” in your work life?

If you have someone in your office or workplace that constantly pollutes with negativity, consider the damage it’s doing to your staff, your productivity, and your profits — then decide to take action in a positive way for the benefit of the others that are affected.  Chances are that if you’re noticing it as a manager, several others noticed it long before you did. 

The NBA can’t do much about Nick.  But I do have great expectations of you.  And so do your people.    

 Bill Guertin is CEO (Chief Enthusiasm Officer) of The 800-Pound Gorilla, a sales performance improvement company based in suburban Chicago, IL whose list of clients includes professional sports teams in the NBA, NFL, NHL, Major League Baseball, and Major League Soccer.  Learn more about Bill at www.The800PoundGorilla.com, or follow him on Twitter at www.twitter.com.

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A Trick Question For Your Salespeople

April 3rd, 2009 admin No comments

Congratulations!  You’re buying a lawnmower today, and you’ve got a choice to make.

The “OK” model cuts a 20-inch path, has a side-mounted bag, and has a 1-year warranty.  The “Better” model cuts a 22-inch swath, has a larger horsepower engine, a better quality blade, and has the same 1-year warranty.  The “Best” model is a 25-inch wide-body beast that will finish the job more quickly, a 6hp engine to power you through the times when your lawn went too long between cuttings, a carbide-tipped cutting blade that holds its edge three times longer, and a 3-year top-to-bottom warranty.

Which one is the better buy for me?

This is a trick question.  The answer is that you have no idea which is the better buy for ME.  I’m not the one that’s buying the lawnmower today.  YOU’RE the buyer.

Trouble is, your salespeople are missing the question entirely, and may not know it. 

You have some salespeople that are selling their own value of your lawnmowers, to customers that have a entirely different set of needs and wants.   What if the buyer just needs to cut their lawn for a month or two before he moves to an inner city apartment, never to need a lawnmower again?   If he wants the least expensive option available, is the super-duper model likely to be the “best” choice for him?  Probably not. 

We can’t assume that our perception of value is the same as the customer’s perception of value.  Customers might ask us what we think is the best — and that’s OK — but that’s our opinion, and not theirs. 

How many of your salespeople are either overselling or underselling your prospects’ needs because their perception of value is the only one they’re using? 

Make sure they’re selling the right solution based on the right thing: the expressed or implied needs of the customer.

Bill Guertin is CEO (Chief Enthusiasm Officer) of The 800-Pound Gorilla, a sales performance improvement company based in suburban Chicago, IL whose list of clients includes professional sports teams in the NBA, NFL, NHL, Major League Baseball, and Major League Soccer.  Learn more about Bill at www.The800PoundGorilla.com, or follow him on Twitter at www.twitter.com/800poundgorilla .

   

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Is The NCAA Tournament Good For America?

March 16th, 2009 admin No comments

March Madness.  The Big Dance.  The Brackets.  The Show. 

By any of its names, its reputation is larger than life.  The 65-team Mens’ Division I College Basketball Tournament has become an American institution, second only to the Super Bowl in interest.  Indeed, if it were only a single event, it might eclipse the Super Bowl, but its intensity is diminshed because it takes three weeks to get it all in.

It is estimated that American worker productivity suffers during this next three weeks by as much as $1.7 billion.  Between filling out the brackets, watching the games on the TV, computer, or radio, and talking about the games themselves at the water cooler over the next 21 days, hundreds of thousands of hours are being frittered away.

Or are they?

I contend that the Tournament is just what we may have needed at this point in our nation’s history.

People are all over President Obama’s initiatives, some saying that the bailout and the policies put in place only a few weeks ago have already failed.  Joblessness is at its highest level in a generation.  Americans’ wallets are buttoned up tightly in their jacket pockets, for fear of what’s next.

And along comes The Big Dance. 

Young and old, rich or poor, jobless or overworked, sports is what excites the American public like nothing else.  With little else to cheer for in the workplace, the Tournament is one of those unusually uniting things in which everyone can participate.  Bud Selig, Commissioner of Baseball, was recently quoted as saying “Sports is the one thing that consistently brings Americans faith and hope.” 

With the NCAA Tournament, it doesn’t matter if you know everything there is to know about the teams; it’s just fun to pick ‘em.  Although it’s good to have a minimal knowledge of the teams, it doesn’t take an ESPN degree to participate.  And that’s why I believe that even with the billion-plus dollars in productivity that’s being lost, it’s still a good thing for America.

Happier employees simply produce better.   And if the tournament can bring a ray of sunshine into an organization, bring it on.  There’s way too much negativity going on not to take a moment or two and enjoy what is the second-greatest stage in American sports. 

Bill Guertin is CEO (Chief Enthusiasm Officer) of The 800-Pound Gorilla, a sales performance improvement company based in suburban Chicago, IL whose list of clients includes professional sports teams in the NBA, NFL, NHL, Major League Baseball, and Major League Soccer.  Learn more about Bill at www.The800PoundGorilla.com, or follow him on Twitter at www.twitter.com/800poundgorilla .

     

Is There a Leader In You

March 8th, 2009 admin No comments

Bill Guertin - Chief Enthusiasm Officer, The 800-Pound Gorilla     (815) 932-5878He’s not as naturally gifted as some of the athletes on the field, but he’s good at what he does, and he hustles on every play. He works harder than most, because he knows he has to improve to keep up. He’s the one that others turn to for support, for advice, or just to talk. The confidence and the positive vibe he brings to others make him a valuable member of the team.

Every team needs skills. Not every team has leaders.

Leaders are the ones who come early and stay late, even when they don’t have to.
Leaders learn how to do something the right way, and work on that one skill over and over until they get it right, even when no one’s watching.

Leaders exude confidence without being boastful. Leaders look you in the eye because they want to, not because they have to. Leaders become natural role models for others, because what they have is what others aspire to.
Leaders start positive word-of-mouth in their ranks, and don’t complain when they’re chosen for the lesser assignments. They know they’ll get their chance, and they work on their fundamentals so that when their time comes, they’ll be ready.

Every team needs leaders like this. Whether on the field, in the boardroom, or behind the front sales counter, leaders are needed at every level.

Jack Welch, the former chairman and CEO of General Electric, was very vocal about the need for leadership. “The world of the future,” he said, “will not belong to managers or those who make all the numbers dance, or those know all the business jargon that makes them sound smart. The world will belong to passionate, driven leaders – people who not only have an enormous amount of energy but who can energize whom they lead.” Wherever you work, whatever your title, there’s a need for a leader right now. Can you see the opportunity that’s right in front of you?

The project that needs doing. The extra effort that’s needed to complete a task that no one has claimed. A co-worker that’s overwhelmed with life. The manager that’s in desperate need of a team that works together. Do you see who needs help around you?

So many people give up on their workplace, thinking the situation is hopeless. The manager doesn’t like me. They only promote men in this company. I don’t have the right wardrobe. That’s the way it’s always been done.
The only answer they see is to run. To run away to another opportunity with the same set of mental restrictions they placed on themselves at their former job.

There’s an opportunity waiting for you right now. And it’s right in front of you.

My son, Kyle, is the ballplayer I described above. At 16, he gets it. He understands that opportunities come more naturally to those who are willing to put in the time, the sweat, and the effort. He understands that the system isn’t perfect or automatic, but it favors those who bring their very best each day.

If you’re a manager or supervisor, be sure to show your employees how important they are. They are your customers. Make it possible for them to be proud of their achievements. Celebrate their successes, and recognize them for a job well done.

If you’re a front-line team member, be on the lookout for things that need improvement, and improve them. Take the initiative on a project before being asked. Do a little more than you’re paid to do. Bring more value, more energy, and more enthusiasm to the job you do, and the law of attraction will be in your favor.

The attitude you bring to the work you do can be as important as the job you perform.

Albert Einstein had a sign hanging in his office at Princeton University that read, “Not everything that is important can be counted, and not everything that can be counted is important.” A leadership attitude is extremely important but difficult to measure, and good things happen naturally to those who bring leadership to whatever it is they do.
Is there leadership in you?

Bill Guertin is Chief Enthusiasm Officer of The 800-Pound Gorilla, a training and business development firm in Bourbonnais specializing in sales performance, customer service, and marketing. He can be reached at bill@The800PoundGorilla.com, or at (815) 932-5878.

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Is Your Sales Team Submerged In A Comfort Zone?

December 14th, 2008 admin No comments

 

Prince Rabadash’s army lay close behind them, Anvard ahead. If they did not reach Anvard before Rabadash and his horde, their journey, their entire lives, would have been wasted. The horses, Bree and Hwin (both of whom could, of course, talk) galloped. Certainly both horses were doing, if not all they could, all they thought they could do; which is not quite the same thing. But a lion appeared out of nowhere and with the spur of terror; Bree now discovered that he had not really been going as fast, not quite as fast, as he could”.

This extract is of course taken from The Chronicles of Narnia, that fount of a million, simple and usually overlooked truths and it illustrates perfectly what it takes for some of us to be steered out of our comfort zone.

Perhaps of all the temptations we meet in life, money, power, sex, alcohol, drugs and fame, the subtlest of all is the comfort zone, that invitation to settle for less, to go for content when the stresses of over achievement beckon. The way that takes you out of the comfort zone is the route less travelled by. Most of us when we come to that place where the two paths divide prefer the one that leads to safety, to warmth and to comfort.

Both in sport and in business, I have witnessed countless companies, friends, colleagues and team-mates that underachieved, despite having far superior skills and talents when compared to others who have made it to the top. The reasons have always been the same, fear of leaving the comfort zone and entering into the unknown, the land potentially of failure and rejection. But I believe there is another way to motivate individuals and coax them out and it relies on one simple fact, most people do not know what they want from life. Certainly, the majority working in a commercial field will say they crave success but without understanding what success means for them. Of course, describing success is difficult, because it will be different for all of us. The definition I prefer is “The achievement of a worthwhile goal”

I believe that I can speak with authority about the comfort zone, but in my case, I was lucky enough to discover Earl Nightingale, probably the greatest motivational speaker and personal development guru of our time, and yes, I include Anthony Robbins, Brian Tracy, Tom Peters et al in that assessment.

It was towards the end of 1990 when I felt the first pangs of professional unfulfilment and began to contemplate the harsh reality that with my fortieth year fast approaching if I was really going to leave my mark on the world and achieve something for me, then I really needed to get cracking.

Oh that it were that simple! Moving out of a comfort zone, which included a six-figure salary, sizeable bonus, stock options, luxury company car, pension and relative security would take guts for sure, but it would also require huge commitment and tremendous self-belief. Armed with a newly acquired MBA and almost twenty years commercial experience gained working for some of the biggest players around the globe, at the highest levels, I thought I knew a thing or two about business, but translating that knowledge and experience into a saleable commodity, would be the real challenge.

Over the next four years I remained in my cocoon of security very much like the man invited to join those masochists who, once a year, usually on Christmas Day, insist on plunging through the ice into the Serpentine in London. I would nervously approach the water’s edge, shiver, convince myself it would be too cold, and then retreat to the warmth of my towel and robe. I did this several times but the thought process and learning process accompanied me on my travels from New York to Johannesburg and from Paris to Kuwait, whilst I continued to enjoy the comforts afforded to me from my corporate existence.

Those four years were certainly not wasted because I took the opportunity to attend as many lectures, seminars and courses as I could reasonably fit in and I read voraciously, looking for the spark of inspiration – some divine intervention that would lead me to my true vocation. Then in 1994 a friend loaned me a set of tapes from Earl Nightingale.

On that day in September, as I listened to him illustrate the fact that most people are like rudderless boats bobbing up and down on the ocean, being taken wherever the currents should wish to lead them, then reminiscing in old age and saying to themselves ‘If only I had’ or ‘I wish I had’ and essentially blaming everybody else for their unfulfilment and lack of achievement. Whereas, he said, that the small percentage that took control of their vessel and steered into ‘harbours of opportunity’ would look back with satisfaction and say ‘I have’ and ‘I did’.

I remember he quoted Albert Einstein,” The definition of insanity is to continue to do the same things in the hope that those things will miraculously achieve a different result.” In other words, “Keep doing what you are doing and you will keep getting what you have been getting” and in my case that was unacceptable.

He also said that all successful people had at least two things in common: The first was their attitude and the second was that they all expected to be successful and because they wanted it badly enough, they brought about its happening i.e. fulfilled expectation.

As I drove home that evening, I felt inspired… I had experienced my epiphany and my mind was made up, I was ready to leave the comfort zone.

Finally in 1994 I dropped my towel for the last time and plunged in; jfa was born and that journey of a thousand miles had begun with a first tentative step.

In Summary:

Success should be something you do not just ‘Kinda Sorta’ want to achieve but something you must achieve. Generally, successful people expect to be successful and as a consequence, they usually are. They are driven by a have to attitude not a want to attitude. If you are going to climb out of your comfort zone, you must deep down feel that you have to.

My experience is that you cannot have everything you want in life, but you can have anything you really want.

Latest News: What a week we have coming up:

On Tuesday we announce the twelve finalists for the “2008 Top Sales Article Of The Year Award” and we provide you with the opportunity to vote here

On Wednesday, we will learn the winners of the 2008 Sales Book Awards.

On Thursday, I will be announcing the nominees for The 2008 JF Article Community Awards – winners will be announced on the 23rd 

Finally, if you haven’t been over to the new Top Sales Experts resource center, you really should – here 

That’s it for another week – just one more post in 2008 :-)

 

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