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The 7 dumbest things said during a sales pitch

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Wasting a marketer's time

When you spend your career listening to pitches over the phone and in person, it is inevitable that you will experience your share of great presentations. Conversely, you will also hear presentations that leave you scratching your head.

Usually, it's not the great presentations or even the head scratchers that raise the blood pressure of those of us on the buying side. To prove this point, ask any marketer at any event about which sales tactics drive them nuts. Once you ask the question, be prepared with a drink and a snack in hand because you're likely going to be in the conversation for quite a while.

Marketers are busy, and they place a premium on their time. Because most receive anywhere from five to 20 cold calls and pitch meetings each week, any tactic that hints at wasting marketers' time will make their blood boil whenever thinking about your company, service, or you individually. In this article, I'll discuss areas where you're likely to rub marketers the wrong way.

Everyone makes mistakes, and most have been guilty of the following examples at one time. The key is to understand the effect these approaches have on your audience. With this understanding, you can determine how to manage your time more effectively to better service your audience. The more you understand how to do this correctly, the more you'll be rewarded at the end of sales pitches.

 

Comments

Sean Cheyney
Sean Cheyney January 2, 2012 at 3:31 PM

Thanks Lance. I appreciate your comments.

Sean Cheyney
Sean Cheyney January 2, 2012 at 3:27 PM

Ed,

Thanks for your comments. We definitely disagree on the area of metrics. At the end of the day, I can't run a campaign at a loss, just like you probably won't run a campaign at a loss either. There are too many flaws currently with a view through based look at conversions without having an extremely robust attribution model in place. Even with the model, I've found that it doesn't move the needle enough where a poor performing campaign turns positive. It really just gives you a better view and allows for the fine tuning.

We have a long cycle sale (for B2C) and it is about the customer acquisition for us. The long term relationship is built by our people once we start the conversation.

Lance Jackson
Lance Jackson December 29, 2011 at 10:54 PM

Great Article Sean. Actually liked your take on cold calling especially. It's how I cut my teeth so long ago in sales. After 16 years in the online industry on both sides of the fence, I too think I've seen it all. However, I'm always surprised with something new that comes through that phone line that still makes me go, wth, really? @ Mike Sidders, love the SEO response!

Ed Keppick
Ed Keppick December 28, 2011 at 5:22 PM

Sean, thank you for taking time from your (obviously) busy day to compose this article. I learned from your perspective. With respect, please allow me to pull out one of your declarations. "My company's metrics are based on click-through conversions." Upon review of the entire post, this should have been under page two's "Displays of Ignorance" heading. If one of my Account Execs reported back to me, with a request to follow up with you, I would be very hesitant. First, I'm sure your company is very successful; however, it is in a select sector of the "Financial Services" realm. Second, I could not possibly meet your expected ROI (based solely on click rate) with a digital campaign. Just how sexy a call to action can you possibly deliver to an audience in 2 seconds, selling insurance? I recently reluctantly placed a display ad where a company in your industry offered $300 dollars to anyone who would click on the ad and schedule an appointment. The resulting click rate was well below the (IAB) national average. My recommendation to you, if you picked up the phone to answer my call, would be to find a company that is willing to learn about your business and influence you to create a multi-faceted approach to gaining a new target audience for your sales force to cultivate. Currently, you are providing your sales team leads generated from only 16% of the entire online population. Because of the amount of information at your online audience's fingers, your advertising should deliver your message, not create a "one hit" sale. That is unless you are looking for customers, rather than clients.

Sean Cheyney
Sean Cheyney December 21, 2011 at 10:59 PM

Thanks Mike. Great approach. I'm going to try that one.

mike sidders
mike sidders December 21, 2011 at 5:38 PM

Sean, great article. I, too, get a ton of SEO agency cold calls. What usually stops them quickly is when I do a Google search on "SEO consulting" and ask why their agency isn't on page 1. It usually makes for a pretty short conversation.

Sean Cheyney
Sean Cheyney August 26, 2011 at 10:22 AM

Bob... I get this one all of the time. At least once every couple of weeks I get an email from our CEO with ?????? written in the body of the email. I guess the logic is that if it is passed along from your boss, then it will get more attention. In reality, it ends up adding skepticism and building a wall right out of the gate. It also shows that the sales rep didn't do their homework.

Sean Cheyney
Sean Cheyney August 26, 2011 at 10:19 AM

Thanks Sheryl. Great points! If something isn't goign to be a fit, it's best to be right up front. It saves everyone a lot of time.

Bob Burch
Bob Burch August 25, 2011 at 11:00 AM

My biggest pet peeve with sales reps is that they always start with the top of the organization. My title and responsibilities are easy to find on our website and clearly state that I oversee the digital media team. Why would you think it makes more sense to go to partner or media director?

Sheryl Biesman
Sheryl Biesman August 19, 2011 at 2:31 PM

Great article, Sean. I hope it is shared wide and broad throughout the digital media rep community. I enjoyed Jay's response as he brings up some valid points. It might just be me, but I believe that marketers understand the value of time on both sides of the selling table. I am constantly saying, "I don't think that a follow up call/meeting would be a very good use of time for either of us." I don't want to waste the seller's time any more than I want to waste my own...

Steve Jacoby
Steve Jacoby August 16, 2011 at 2:21 PM

I totally agree and think that if more sales folks really took the time to prepare for the call, we'd all have a much more productive time. I get a few calls a week from folks who are generally pitching their services but have no insight into my business problems. They go right into what they are selling and spend very little time understanding how their product or service might impact my business needs.

Sean Cheyney
Sean Cheyney August 16, 2011 at 11:02 AM

Doug Weaver just release an article at http://getthedrift.com/subtle-sins/ which illustrates the ś Really Damaging Things That are Said and Done Every Day on Sales Calls.”

Every one of his points are spot on, and are applicable across various industries. Thanks Doug!

Andrew Ettinger
Andrew Ettinger August 16, 2011 at 10:46 AM

Great article Sean!

Sean Cheyney
Sean Cheyney August 15, 2011 at 2:06 PM

Amy... You hit the nail on the head.

Amy Bartle
Amy Bartle August 15, 2011 at 12:03 PM

I feel for every seller who complains that those of us on the brand side never answer phones and ignore e-mails. Unfortunately, it's learned behavior - once upon a time I regularly returned calls and e-mails to say "thanks but no thanks" but after one too many sales reps took my response as a cue to step up the pressure rather than moving on I decided it's not worth the aggravation or time pressure. I hear your messages and see the e-mails - use your best elevator speech, and if there's a potential fit I'll respond.

Sean Cheyney
Sean Cheyney August 15, 2011 at 12:01 PM

Jay... I'm definitely not absolving marketers from not shooting straight with sellers. It happens all of the time, and either comes down to a person's communication style, attempting to "soften" the rejection blow, or from have a standard response from being shellshocked by the sheer volume of cold calls we receive. This isn't limited to the digital industry, as salespeople from every industry can related to your frustration. I've been in the sales seat before and can understand your frustration.

I can't say I've never been guilty of some of the things you've mentioned below, but as much as possible I try to be as direct as possible. If something isn't a fit, I'll be up front about it. If something has possibilities, but I'm under tight deadline at the moment, I'll request info and a follow up. Also, if I know that something is on my radar, but won't receive attention for 3-6 months, then I'll request a follow up at that time. Sometimes the follow up timeline is correct and other times I'll have to punt 2 or 3 times before the time is right.

On your last point, I'm sure it happens, but I'm unclear how metrics can be used as a bargaining tactic other than the way they should be used. As an example, if I know that a certain CPM for a display buy is my threshhold for what will work, that's not devaluing the inventory. It's simply the value to my business. If another business values it differently, then I would expect you to sell it to them instead. This is where the true value of media changes depending on who is placing the value. Metrics should be used by marketers as the guideline for effective media planning and buying.

Sean Cheyney
Sean Cheyney August 15, 2011 at 11:38 AM

Nick... it doesn't surpise me that you get the same phone calls since you probably get added automatically to call lists. You are correct that it does give the industry a bit of a bad name. Given the economics involved, effort, and complexity of SEO in general, a smoke and mirrors presentation can easily grab the attention of companies that are fairly new to digital marketing. Whenever people start off their pitch by telling me that they can get us in the first position on Google, I turn and run.

Nothing replaces a focused effort towards SEO fundamentals consistently over time.

Jay Stein
Jay Stein August 15, 2011 at 10:24 AM

It love to hear your take on the Dumbest thing marketers w/respect to Wasting a sellers time.

I'll take a leap of faith here, and say that every seller on the other side of the table can and does have their own "buyer laughable moments" to share, above and beyond what is listed below

Here are 7 that msot seller has encountered.

1. Marketers/Buyers dont listen to voice mail
It's 9/15 when we call, your voice mail says your are on "vacation till 8/15" Its obvious, that your voice mail has not been listened to.

2. Marketers/Buyers use standard blowoffs to avoid scheduling a meeting and cancel to never reschedule again.

A. I have no time, can you call me back (it took 3 months to finally catch you at your phone, and most likely another 3 months if at all before you pick up again
Arent you at the same table as a media property only on a different side? Engage is dialogue on the phone prior to taking the meeting (if its warranted, if its not say so)

B. Can you send me something (as if you need another deck, to read thru,so why ask for one?. Highly likely it will go from a sellers Outbox, right to your trash bin. Sepnd a few minutes either on the phone to talk, and if it makes sense to you, great, if not, thats fine to. This will certainly eliminate all those "just following up on the deck I sent you" type calls?

3. Realizing that those vendors who's sellers use inappropriate tactics, to either engage you in conversation and dialogue are employed by companies who "get what they pay for". Some of those same companies, you just might be doing business with, especially in the Direct Response area.

4. Refusing to voice the real reason for your decision not to move forward with an opportunity, and not to expect that seller to hound/stalk you ad nauseum

5. Not realizing a sellers time, is just as valuable as yours (time is money on both sides of the table)

6. Every Direct Marketers metrics are unique, and there is no real argument about that, however, how many times have you used your metrics as a negotiating tactic to extract a better price, to only then devalue what it is that you are buying?

Yes, I agree, that some value propositions are not right for every marketer/buyer, however your palybook is not much better then most sellers playbook.

Nick Stamoulis
Nick Stamoulis August 15, 2011 at 10:12 AM

As an SEO consultant, I feel like I should be apologizing for the rest of my industry. It's an unfortunate truth that there are plenty of black hat SEO firms and spammers out there looking to take advantage of an unsuspecting client by promising a "magic solution" to all their SEO needs. I take it upon myself to teach my clients that there is no such thing! Would you believe I get the same phone calls?

Sean Cheyney
Sean Cheyney August 15, 2011 at 9:12 AM

Thanks Stephen. Especially within digital marketing, that is a clear warning sign that you're about to receive a canned pitch.

Stephen Lyall
Stephen Lyall August 15, 2011 at 8:26 AM

One trick which seems to have been adopted by cold callers is asking for a "Mr .......". When you say nobody of that name is here they try to get details of your name and other details from you. I have reached the stage of saying "He is not here at the moment, can I take a message?" and that usually scares them off.
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