The Peril of Overconfidence When Selling #468

The Peril of Overconfidence When Selling #468

Have you ever let your ego get ahead of your success? Like that day you boasted you can eat anything. You agreed to accept the “habanero pepper challenge” but quickly found they were too hot to handle, burning your mouth and throat and then spent the next hour drinking buckets of water to soothe the pain? We’ve all been there right? Oh you’ve never done that? Well I have and I’ve let this kind of overconfidence selling screw up business too.  How do you avoid arrogance when selling? That’s the topic for today.

Today’s Chapter: The Peril of Overconfidence Selling

Winning can be just as bad as losing.
Confidence can be as bad as fear.
What does that mean?

If your sales are down, the only way is up.
But if you’re up, the only way is down.
Don’t worry about your quota.
Just do what you have to do.

The cocky seller is their own worst competitor
Fear can cause hesitation.
But confidence can create chaos.

When you know your limits
nothing can hold you back.
Do what you can then let go.

Today’s Story

It took a while but Chris found success. Each new deal fostered confidence and confidence fostered boasting, until the day arrived when business slumped. 

The slump prompted Pat to ask “Hey what’s up with your pipeline. It’s drying up!”

Exasperated, Chris moaned, 

“I can’t explain it. I was on top, everything was working. Then it was a train wreck”.

Pat responded, “But you’ve been telling everyone you’re the best seller in the organization, right?”

Sheepishly Chris muttered “Yes I did.”

Pat went on, “My toughest competitor was often my own arrogance, Overconfidence led to many lost deals. It wasn’t until I honestly assessed my strengths and weaknesses was I able to repeatedly find success. Now I pitch with humility and if the deal makes sense, the prospects  buy. That’s all I can do, is to do my job and accept what happens”.

Take Action Quote

The theologian Thomas Merton once wrote that “Pride makes us artificial and humility makes us real.’  Our current culture glorifies the celebrity that boasts how great they are. It’s true that every dog has it’s day, but it’s not everyday. That day has an expiration date. Success comes and go likes the  seasons. It’s best when we keep our ego in check and truly know who we are. It all works out in the end. That’s for certain.

Habanero Media Network

You too can start a B2B podcast today. Listen to our other podcasts at Habanero Media and discover podcasting how can ignite your selling success.

This is the Cannabis Advocate Podcast 

How to Connect with Pat Helmers at Sales Babble

Sales Babble shares selling secrets for non-sellers.  Masterful selling is understanding what buyers want, discerning if you can help,  showing what you have and helping them to make a decision that is good for their business and yours. See https://salesbabble.com

I’ve interviewed 100s of sales experts and discuss all things sales: prospecting, qualifying, value propositions, presentations, demos, closing, generating referrals, earning references, upselling, marketing, lead generation, copywriting, and most important the right selling mindset. Stop fearing sales and embrace it.

This is a production of Habanero Media https://habaneromedia.net

Got a Question?

Something about today’s episode got you thinking? Do you have a question or a comment you’d like share?

If so “babble me” an email here, or if you can’t wait chat Pat now.

Maybe you’d like to share your musings on the podcast? Leave a voice message here. We’d love to hear your thoughts. Don’t worry about babbling, we prefer it.

 

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Mind Hacking Sales with Sean Webb #296

Sean Webb Mind Hacking Sales

Mind Hacking Sales with Sean Webb #296

Sean Webb Mind Hacking SalesOur guest  Sean Webb is a specialist in emotional intelligence, artificial emotional intelligence and the algorithms of human emotion. In this episode Sean and I talk about his new book Mind Hacking Happiness – The Quickest Way” to Happiness and Controlling Your Mind“. Throughout our chat the conversation keeps returning to his new idea, Mind Hacking Sales.   It’s critical for sales professionals to understand how the mind works, both yours and your customers. Once you understand the emotional buttons and levers of the human mind, you can grow your persuasion skills and build solid selling relationships.

You Create Your Own Bull Sh*%

When you get angry, it’s all created in your mind, not in the present situation. Angry people are not rational. If you can take control of your mind, you can control the anger.  How is this done? There are two variables your subconscious mind is always checking:

    1. Perception: Your limbic system is looking at the world around you and  appraises what’s good and bad.  It decides if there is a threat to you.
    2. Self:  The ability to understand threats in context e.g. is this me and this is not me?   If a threat is a threat to self, that’s bad. Too often threats are not threats to self, but knee jerk reactions. .  Each of us has a “self map” to categorize events from the world.

Psychological experiments have shown how people can take things beyond themselves onto their self map:  family, friends and even brands. This is how people align with companies,  political parties and teams.  This is good in some situations, bad in others. If through self awareness you come to an understanding a threat is NOT targeted at yourself,  the negative emotions can be eliminated.

Hacking the Buyer Mind for a Positive Emotional Response

People buy when they get a positive emotional experience when talking to you. If you know what they want, maybe know them even better than their own understanding, people will appreciate the sales interaction and become open to purchasing.  For mind hacking sales, identify what is on your prospects  “self map” and then let it direct what you say, ask and listen.

How To Conquer Sales Fear

When it comes to mind hacking sales, there are ways to halt that fear of making a call and being told “no not interested”.   First, learn how to look forward to the “no”.  When you experience fear, the fear hijacks your rational thinking. By understanding the fear, the fear  creates neural plasticity. This is good. The brain hates change, it wants to be accurate. But growth only comes from change, so embrace change and embrace your growing neural plasticity.

How To Find Sean Webb

Sean can be easily found online. Go to ….

Past Episodes on the Selling Mindset

Selling With Confidence Sales System

This online course helps non-sellers who aspire to grow their persuasive skills in order to find great leads, close more sales and accelerate their business. All this and at the same time, not be pushy! 

Click below and learn how you can start selling with confidence today.

Selling With Confidence Sales System

Got a Question?

Something about today’s episode got you thinking? Do you have a question or a comment you’d like share?

If so “babble me” an email here, or if you can’t wait chat Pat now.

Maybe you’d like to share your musings on the podcast? Leave a voice message here. We’d love to hear your thoughts. Don’t worry about babbling, we prefer it.


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Perfect LinkedIn Strategy with Brian Basilico #264

Brian Basilico Sales Babble
Brian Basilico Sales Babble
Brian Basilico is a long time marketer, author, speaker and online  strategist who became interested in understanding the process of prospecting on LinkedIn.  After a year of experimentation with LinkedIn Navigator he found it doesn’t work. After a bit of research he came to learn about a series of tools that work with LinkedIn. Together he calls this the Perfect LinkedIn Strategy.

Three Prospecting Sales Tools

According to Brian, Nimble, Crystal and 366 give you direct access to your customers in the shortest amount of time. Collectively these tools capture data on your prospects and allow you to contact the person in the style they prefer.

Nimble CRM

Nimble is a CRM Gmail plugin that leverages and manages contacts stored in your Gmail.  We’ve discussed this in the past. Just last year Jon Ferrara was a guest on  Sales Babble .     $20/mo  for a subscription and it’s the foundation of Brian’s system. Similar to Saleforce, Insightly and Base, this CRM contains the lions share of your customer contact demographics.

366 Tool

366 is a tool that can best explained as a combination of LeadPages, Mailchimp, HootSuite, and email drip marketing campaigns (Similar to Active Campaign).   It can feed from Nimble, and build targeted emails campaigns based on tags. Tags are based on the Crystal profile (see below).   $50/mo for a subscription.

Crystal Tool

Crystal uses Linked and social media to create an instant DISC personality profile using AI.   Creepy and cool all at the same time.  It will recommend you on how to approach a sales call.  According to the company it’s 83% correct,  $29/mo for a subscription.

Evernote

This is a phone app that can scan business cards. Once scanned it sends out a welcome email.  Next it sends a LinkedIn request using Zapier push the information into Nimble.   $69/year for a subscription.

OPEN Prospect Stages

Brian mentioned the OPEN process he uses to walk prospects down a sales pipeline. OPEN is an acronym:
  • Oblivious – clearly not qualified
  • Pondering – interested in learning more
  • Engaged – plan on buying soon
  • Need – needs to buy now

Depending on the stage, you give the prospects different content (email drip campaign from 366) until they reach the need stage. Once they arrive at that state it’s time to call them. This requires three different levels of campaigns.

Social Media

According to Brian,  Social Media is a relationship building tool first, content delivery platform second and a sales too last.  Too often sellers focus on the latter vs the former.

10-10-10 Strategy

Spend 10 minutes/day or 10 people (new or existing) and 10 words. “Just wanted to say hi. How can I help you.?”

Do this daily and you will generate new opportunities. Slow and steady wins the race.

How To Find Brian Basilico

The Introverts Super Selling Powers with Beth Beulow #235

The Introverts Super Selling Powers with Beth Beulow #235

In this episode we meet Beth Beulow, author, business coach, speaker and host of the Introvert Entrepreneur Podcast. Beth is a avid proponent of the introverts super selling powers. She believes when introverts can leverage their natural gifts of listening, preparation, making people feel safe, and see selling as an educational process, they can be highly successful in sales.

Introverts, Extraverts and Ambiverts

We discussed the book To Sell Is Human by Dan Pink on the success of various personality types in the selling role. According to the book:
  • Extraverts – performed the least, too pushy, too aggressive
  • Introverts – performed better, good listeners, yet too meek
  • Ambiverts – converted sales best, a bit of both extraverts and introverts, most successful
lf you’re not connecting with the buyer it could be a lack of balance in the conversation. When you have resonance, that’s powerful selling. Not all great conversations close sales. The timing maybe wrong.  But remember, it’s a marathon not a sprint. At the very least you might get a referral.

Introvert Super Duper Sales Powers

Introverts commonly have the following characteristics. They can be powerfully leveraged for selling:
  • Sales is education. It’s only a story that sales is icky. Share what you have to offer with a focus to make their lives better (whether or not they buy).
  • Connecting one on one. Introverts commonly say they are NOT good in groups, but good one-on-one.  This is actually a super power. Sales is P2P,  person to person. If you can connect with a person, you can make a sale.
  • Listen with curiosity. Many introverts are very good at sitting back and asking questions. This is how you discover what the client needs.
  • Create safety – create an environment where people can open up. You can do this by being real and allowing people the ability to be vulnerable.
  • Preference for preparation – There is power in doing homework and researching to make sure the meeting is more productive. For many, preparation calms the nerves.
Know how you’re going to start. Know how you’re going to close and be open to how you get there. Trust yourself.

Take Action

Look at your website and ask the question, “is this differentiated from the rest? Or do I look like everyone else?”   Remember that a confused mind always says no.

How to Find Beth Beulow

You can  find Beth ALL over the internet! This is the free offer mentioned during the podcast:

Overcoming Sales Fears for Introverts

Selling For Introverts with Alen Mayer #61

How To Sell With Personality Barry Saltzman #215

Barry Saltzman Sales Babble

Barry Saltzman Sales BabbleHow To Sell With Personality Barry Saltzman #215

In this episode Barry Saltzman shares a quick way to read prospective buyers. He believes you should adjust your selling technique based on their personality. Too often sellers take the same approach with all clients. This doesn’t make sense. All buyers are different. All buyers have their own peculiarities. It’s not just about selling your products and services. Instead learn how to sell with personality.

Four Primary Traits

Barry shares how to sell with personality by categorizing buyers into one of four traits. Each trait is described below:

  • Controlling: Goal oriented. They know what they need to do every morning. Plus they are focused, motivated, driven, and commonly found in leadership roles.
  • Outgoing: Type A types. They are social and energized by meeting people. To build rapport they will spend the first 15 minutes chatting building friendships. By nature they are authentically empathetic.
  • Exacting: Specialist, experts, they look at pieces of whole, and very detail oriented
  • Relaxed: Laid back. They have an easy going attitude. They are not one to  rush. This makes them hard to sell.

The traits are configured in the following quadrants:

Controlling Exacting
Outing Relaxed

People have primary and secondary personality types. We’re not all one type or another. We are a blend.  Thus there is a also and

The Adaptive trait can be found somewhere in the middle of the quadrants.

Quick Way to Assess

  • Read LinkedIn profiles.. By the style and information you can learn much about a person’s personality trait.
  • Ask open  end questions. For example if you’re at a tradeshow ask “Tell me what you do ….”
Good sales is about adding value to the prospect
  • Controlling person, sell to them that helps them reach their goals. Somewhat to dominate the world, not all.
  • Exacting person, let me walk you through our methodology and framework to show you how you get to the results
  • Outgoing person, this is how you will feel, ,how it will impact your propel .. watches body language.
  • Relaxed person, calm, don’t push, this is the most difficult to sell to.  only 10% of the people

Two Open Ended Questions

Barry asks the following questions to quickly discover a person’s personality type.
  1. Tell me about your business and how you meet your goals?
  2. Describe to me what role you like to play on your team?

Barry has a cheat sheet of various personality types associated with real people he has met in his life. This way he can quickly know how best to add value in a conversation.

Take Action

Barry recommended two courses of action you can immediately do to better understand and assess your prospective customers.

  • Start asking open ended questions and listening to the answers.
  • Take a free assessment on  prep-profiles.com  

How To Find Barry Saltzman

Barry Saltzman is a seasoned “hands-on executive. He has 30 years of experience in both public and private organizations. Barry has been responsible for Global Sales,  Leading and Managing Complex Service Organizations. As a leader hs has successfully turned around a $60m distribution business.  Barry’s enjoys spending his time with  his clients. He especially likes developing plans to help them reach their full potential.  Barry also serves on a variety of Advisory Boards with local SBDC’s in the Chicagoland Area. Barry is easy to find across the world wide web!

Website:   www.SaltzmanEG.com
Twitter: @SaltzmanEG

Sales Personality Tests and Assessments

Listen to past Sales Babble episodes on now to decrypt and assess prospects.

How To Read A Buyers Personality with Alex Swire-Clark #212

Sales Babble how to read a buyers personality

Sales Babble - how to read a buyers personality How To Read A Buyers Personality with Alex Swire-Clark #212

Alex SwireClark is a Certified Human Behavior and Sales expert. He uses behavior concepts to unlock the communication potential in sales professionals. In this episode we discuss how to read a buyers personality.
Alex is also the host of the Rapport Advantage Podcast, transforming the way leaders build relationships.

DISC Profile

In our conversation we talked about buyer temperament. One way to discover this is to use the  DISC profile personality model:
Dominant – big gesture direct goal setters
Inspiring – people oriented
Supportive – flexible, low drama, easy going
Cautious  – number and process driven
People have a preponderance towards one personality type. However people are a blend of these temperaments.

Buying questions during a sale?

Ask these questions dependent on the personality type:

D – WHAT?
I – WHO?
S – HOW?
C – WHY?

How to Assess Personality

One way in understanding how to read a buyers personality is to:

  • Look at dress
  • Look at their office decor
  • Evaluate their email style

Selling Process and Focus

Things of note mentioned in the podcast:

  • Facts drive rapport with D and C personality types.
  • Conversation and sharing drive rapport I and S types. Slower pace for S.
  • The blend guides your process
  • Majority of people are reserved and people oriented

How To Find Alex Swire-Clark 

Send an email to contact@alexswire-clark.com with the subject line “Sales Babble Coupon” and get 15 % off a $13 assessment  !!!
Twitter: @raportpodcast

14: Dynamic Sales Refresher – Pat Helmers

In this episode Alex Swire-Clark and Pat discuss some fantastic tips on selling and discusses the SORT method for helping your prospects see the value in what you are offering.

The Rapport Advantage #14    April 10, 2018

How Salespeople Overcome Procrastination with Eric Twiggs #178

eric twiggs sales babble

eric twiggs sales babble How Salespeople Overcome Procrastination with Eric Twiggs #178

In this episode we meet the procrastination prevention partner Eric Twiggs. Eric and I have a lively discussion covering practical ways on how salespeople overcome procrastination. We talk about mindset, processes, and automation tools that can increase productivity and success.

The habit to accept is the ability to take action. If you put things off that take you away from your life goals, you will be frustrated and unsuccessful. The root of procrastination is due to a lack of goals and focus. Turn that around.

In sales sellers commonly struggle with:

  • Following up
  • Call reluctance

What’s the answer to overcoming this struggle? Eric says

“Know your numbers, ratios of calls per answers and sales advances. Know the number of your activities. Let the law of averages work to your favor. Know that optimists are commonly more successful in sales. Get the right attitude.”

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But I Don’t Feel Like It

People often use their lack of interest as a reason to put off a task.  Don’t let inertia keep you in place. Become aware of your personality type.  Are you a Driver or a Motivator? By understanding yourself, you can overcome feelings, and displace it with habit and action.

Steps To Overcome Procrastination

  1. Turn off all notifications on your cell phone
  2. Use a smart phone app to automate your life
    1. Hootsuite – preplans social media posts
    2. SMS Scheduler – send text message reminders
    3. Rescue Time – blocks websites for a set period of time
    4. Kitchen Timer for the Pomodoro method
    5. Stick K website – makes goals public to others who hold you accountable (actually put money on the line)

Procrastination Pyramid

Eric spokes at length on his procrastination pyramid:

  1. Watch your attitude and don’t label yourself as a procrastinator.
  2. Be aware of your optimal times, power times and personality type.
  3. Animation, know your sleeping and exercise habits and control them.
  4. Automation – Understand what tools help and what tools hinder your productivity.
  5. Activity and taking action, over and over.

Take Action Advice

Don’t let perfect become the enemy of progress . Done is better than perfect.

How To Find Eric Twiggs

To learn more about how salespeople overcome procrastination go to his website   www.ericmtwiggs.com

To find his new book go to www.ericmtwiggs.com/thedisciplineofnow

@thedisciplineofnow on Twitter

Get his free eBook “One Moment in Time Preparing Your Life For Your Defining Moment”   Send an email to eric@ericmtwiggs.com and mention Sales Babble!

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Sales Skills Training

We have lots of other episodes on skills you can work on. Listen today!

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Slidebean Examples Created for Sales Babble

As I mentioned here are  couple slide decks that I created for two Sales Babble presentations. Enjoy!

https://app.slidebean.com/p/hggYElvrRX/Tips-For-Selling-Success

https://app.slidebean.com/p/tvielUvSqi/Selling-With-Confidence-for-Startups

Four Ways To Fix a Bad Reputation with Pamela Gockley #158

 

Four Ways To Fix a Bad Reputation with Pamela Gockley

Pamela Gockley had a bad reputation and it wasn’t going away soon. It was a shock when she first heard about it and it was hurting her business. But she was able to overcome and she has since authored two books:  The Reputation Factor and The Art of Running Red Lights.  In this episode Pamela shares four ways sales professional can fix a bad reputation for themselves and their companies. Are people talking about you? In a bad way?  In this episode let’s find out.

The Four D Process

Pamela has a process you can use to fix a bad reputation. It has four stages,  you pass through each to create and rebuild your reputation.

Discover Stage – To begin, find out if you have a reputation problem  Become self aware through self-assessments and asking strategic partners and peers.

Define Stage – Answer the question “what do you want your reputation to be?” Consider the 6 skills of a successful sales person, where do you rate on each skill? Be honest.

Development Stage –  In this stage you start to work on yourself. Let’s focus on three areas:

First impression – hair, clothing, posture, body language and non-verbal behavior all affect how people judge you. Be awake to what people perceive the first time they meet you

Communication – communicate with people in the medium they prefer. That may mean email, cold calling, Twitter, etc… Meet people the way they want, not the way you want to.

Network – answer the question “who is around you and who are you seeking out?” Find your niche. Pamela defines it in three floors:

  1. The ground floor friends and family,
  2. Second floor business contacts
  3. Third floor is people you want to meet.

Defend Stage – Bad things happen that may or may not be your fault. Have a process in place to recover. Have a plan (insurance policy of sorts) to stop panic and to make certain everyone in the organization is on the same page.

A Bit About Apologies

We all make mistakes. Some times we’re innocent but the company we represent is guilty. Make it your responsibility to accept responsibility.  Admit your guilt and make it right, maybe gifts and discounts, but most importantly a heartfelt apology. Survey your clients often and find out what’s working and what’s not.

Take Action

For 7 days note how people react to you. Positive, Negative? What can you learn from your observation?

How To Connect with Pamela Gockley

Pamela is the author of two books:

  • The Reputation Factor
  • The Art of Running Red Lights

https://www.linkedin.com/in/pamelagockley

https://www.facebook.com/pamela.gockley

Twitter @pamelagockly

Get a Free Book

To get a free copy of The Art of Running Red Lights  send and email to pam @ vigilant.net

 

Download Find the Itch Before you Pitch!

Other Episodes on Self Assessment

Selling For Introverts with Alen Mayer #61

Sales Consultant Alen Majer

alenmajer-198x300Selling For Introverts

In this episode we meet Alen Mayer, aka Chief Sales Introvert,  an author, sales coach, sales consultant and mentor who disagrees with the idea that some people are just born to sales. Alen believes that anyone can be an amazing sales professional, even introverts, but only if they stay true to themselves.

In this episode  Alen and I have a lively discussion  about the unique skills that introverts bring to sales. If you are an introverts and think there are limits to what you can do, or if you are an extrovert and think that all prospective clients like cheerful chatty handshaking, both sets of people will learn a thing or two today.

It was interesting that at least a 1/3 or more of the population is introverts, and a large portion of the CEOs are too!

Sales People Aren’t Born, They are Made

  • Anyone can be an amazing sales man, if they stay true to themselves
  • Sales is not just for people “Born To Sales”
  • Doesn’t like chit chat
  • Plans for every meeting, does homework on prospects
  • When working a conference or networking he prepares to meet a few people
  • Needs time to recharge
  • Questionnaire on his website …. which kinds of sales person are you?
  • 33-50% of US introverts.  Sales teams need introverts.
  • Need to adjust to your client
  • NLP can use used for influence, manipulating people to trick answers out of people. But …. great sales is win-win.
  • If you have passion about your business… you must show it!
  • Introverts will not sell stuff if they don’t believe in it.

Name  on Social Media

Twitter – mayeralen

Alen Mayer Biography

Alen Mayer, aka Chief Sales Introvert, is a trusted coach and mentor to introverted business people. He helps leaders enlarge their circles by involving introverts more and tap into their team members’ individual strengths to increase their results.
Alen is an introvert too. He is a newly appointed President of the Sales Association Ontario Chapter and President of the International Association of NLP Sales Professionals; he was voted #2 on the list of Top 50 Most Influential People in Sales Lead Management in 2013; one of the Top 25 Sales Influencers for 2012, published author of 6 sales titles, including “Selling for Introverts” and“Cold Calling for Introverts” (both books available on Amazon and on Alen’s award-winning website: www.alenmayer.com)

Free Gift

Download Cold-Calling-for-Introverts     It gives clues how intorverts can use the strengths you have, even over the phone.

Sales Training, Sales Coaching, Sales Consulting

Become confident in sales and grow your business. Check out the Selling With Confidence Sales System for both new and experienced sellers. This is an opportunity for  you to

  • Be Yourself
  • Add Value
  • Make Sales 

Don’t  be shy. You too can start Selling With Confidence  today!

 

Selling With Personality with Irene Anderson #47

Irene Anderson Selling With Personality

Irene Anderson Selling With PersonalityIn this episode we meet Irene Anderson, Personality Type expert. Irene is a career and business  coach with a unique knack for uncovering the talents and strengths of clients. She coaches them to move  toward that ‘AHA’ moment.  We talk about authentic sales vs pushy sales.   We discuss the necessity of understanding  who you are and how you’re perceived by others. We discuss the  four unique temperaments of prospective clients.

Click here to download this episode

 

Selling With Personality

Many people  see sales as a pushy activity AND only see buyers like themselves. Nothing could be farther from the truth. You may find yourself only comfortable  selling to people of your own selling type. If you do you are leaving  many prospective clients erroneously to the side. Irene believes if you understand them, you can sell them.  Get out of your color box!

Temperament Theory

Authentic Blue – Open friendly people who enjoy connecting with others. You must build rapport to sell to them.  They commonly behave in a relaxed manner.

Organized Gold – Branding and Traditional  oriented people. You must build solid trust in an authentic manner to sell to them. They are always business like.

Inquiring Green – Objective and direct people. They are about knowledge. You must share the intelligence of your product or service to sell them.  They are cool calm and collective.

Resourceful Orange – Freedom and variety are key to these people. Sales conversations must be quick while they are excited. You will lose them if you talk too long.  They dress for impact in getting  attention with their behavior and choice of  clothes.

What’s Pat’s Color (Colour)?

She guessed I’m an Inquiring Green with some Resourceful Orange. She is spot on!

The Colour of Your Communication Quiz

Click Here for the Personality Assessment  

Irene Anderson Contact Information

You can find Irene all over the web:

Sales Training

Become confident in sales and grow your business. Check out the Selling With Confidence Sales System for both new and experienced sellers. This is an opportunity for  you to

  • Be Yourself
  • Add Value
  • Make Sales 

This is not a time to be shy. You too can start Selling With Confidence today!

Click here to learn more about Selling With Confidence.