If you responded "To sell a product or service," or any variation of this, then Who Stopped the Sale? by Richard F. Libin - author, educator, consultant - is a must read.
Who Stopped the Sale? challenges sales professionals to close more sales without ever selling in the traditional sense. From "The New World of Selling" and "Profile of The New Salesperson," this concise, straightforward book explores attitudes that shape success, the art of becoming a Sales Selection Specialist, and the importance of ongoing career education.
In every chapter Who Stopped the Sale? provides practical tips and ideas based on critiques of real-life examples. The Who Stopped the Sale? Self-Assessment Toolkit empowers professionals to apply, evaluate and continuously improve using the information in this book.
Excerpt
True or False: A salesperson’s job is to sell products and services.
False! A salesperson’s job is to help customers buy the right product or service, the one that fills their needs, wants and desires; not simply to close a sale. When salespeople understand this, price becomes a secondary issue.
Businesses and stores spend trillions of dollars annually on advertising, incentives and promotions simply to attract buyers. Yet, salespeople who focus on selling, meeting quotas and landing the immediate sale, often succeed at only one thing: turning buyers into shoppers. As a result, management believes their teams don’t perform, frustrated salespeople blame the lack of incentives, poor market, or their management, and a negative attitude permeates the entire business.
Through extensive experience and research, I have found that buyers who leave businesses usually describe their experience as uncomfortable either because the sale is not moving in a positive direction, the salesperson is not connecting with them, or they are not being shown a product that meets their needs. Everyone is looking for someone they can trust, someone they can have confidence in.
Professional Reviews
Steve Finley, Wards Dealer Business
Great content! Great format! Who Stopped the Sale? is an easy-to-use, step-by-step approach from a pro who knows what he's talking about on the subject of how to sell more and make customers happier at the same time.
The Boogle
4 out of 5 stars
Richard Libin successfully asks tough questions of those who work in both the customer service and sales industries. He’s not about to let anyone in the business merely coast. Yet, ironically, while imploring salespersons and service reps everywhere to strive for quality in their work, his book shows need for improvement. However, as you read on, you hear the wisdom of his 30 plus years of customer service and sales experience, and the content begins to resonant, ring true—rising above what may be lacking in ascetics, excellence and charm. That is truly the gift of this book. This is real stuff. The voice of an experienced professional.
Thankfully, Libin presents industry truisms without attempting to package them as the “latest sales secrets.” You quickly discern that the author walks the proverbial walk. For example, he skillfully exposes the victim mentality permeating the current sales and customer service cultures and encourages professionals to avoid this harmful mentality in every way. It’s all about the customer. Above all, he champions for the always-essential positive attitude, the need to make meaningful connections with customers, and taking ownership of sales–or the lack thereof. His approach is less about the importance of products and services and more about people—the human connection necessary for success.
As mentioned, some of the sales and service advice is basic but still worthy of repeating. In many ways, the truths aren’t repeated enough, and Libin confirms our need to hear them again. Libin’s ultimate point is that if someone who doesn’t understand the basics of sales and customer service, there is no need to show him the secrets. He won’t get it no matter what. (Moreover, that person shouldn’t even be in the business of working face to face with customers. Keep him away from the public altogether!) Being in the retail/sales/customer service business for over 25 years myself, I mined the book searching for some hidden gems from the 30-year veteran, but I should have known better. There are few secrets. Libin wisely touches on customer service basics, which truly are the secrets.
Where Libin truly succeeds is with the book’s readability and ultimate practicality. Using the easy-to-read format to that of The One Minute Manager and The One Minute Sale Person books, he gives those willing to learn, quick tidbits for success. Now, if he could only sell enough of his book, it’s possible he could start a much need revolution among customer service and sales professionals! God knows we need it.
