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"Worry about being better; bigger will take care of itself."

- Gary Comer

Crazy but true: Zappos pays employees to quit

Should you pay employees to quit? That’s the provocative question from a new article that's rocketing around the Web about Zappos.com, the online shoe company with soaring sales.

Zappos is so serious about its commitment to amazing customers that it “bribes” new employees $1,000 to quit after a week, reports Harvard Business Review.

By offering them a leaving bonus plus their first week’s salary, Zappos weeds out reps and employees who aren’t committed to its fanatical belief in great service. Chances are, employees who refuse the $1,000 love Zappos.

The big idea: The online shoe company knows customers don’t engage with companies. They engage with people.

A fanatical belief in great service

It realizes customer service is even more important online than offline.

Here are some of the other things Zappos does differently:

• Puts its telephone number on every page of its Web site. The message: “We want to talk to you.”
• Rejects scripts. Unlike many other companies, Zappos’ reps don’t have scripts or time limits on their calls. These reps are given the power to do whatever it takes to make customers happy enough that they’ll buy again.
• Encourages employees to use social networking tools like Twitter, MySpace, etc.
• Offers free delivery both ways. Got something you didn’t like? No problem: Zappos picks up the tab on return shipping. That minimizes the risk of buying sight unseen from an online company.

You can read more at  “Why Zappos Pays New Employees to Quit – And You Should Too.”

Posted by Julie Power, editor, Internet Marketing Report www.pbp.com/imr.asp and www.eIMR.blogspot.com

Why optimists sell 37% more!

Excerpted from the Executive Report: Conquering Cold Calling: What Is and Isn't Working:

Attitude drives behavior. That's why pessimists don't last long in sales.

Optimistic salespeople sell an average of 37% more products and services during cold calls than their negative counterparts. How do salespeople maintain a positive attitude while dealing with gatekeepers who won't let them through or prospects who hit them continuously with the "satisfied with present supplier" excuse?

Here are five tips that may help:

1. View success in the long term and failure in the short term. Success is the long-range goal. There'll be failures along the way. Failure is always short term. The best salespeople experience momentary setbacks. It's how you process those experiences that determines whether you learn or limit yourself.


2. Reframe what you hear and see. Perception is how you choose to interpret events. If prospects tell you they're happy with their present suppliers, do you place them in the "do not call category"? Or do you accept the statement as a challenge and vow to show why they should do business with you? Whenever you get a negative message during a cold call, ask yourself, "Is there another way to perceive this situation?"


3. Remain focused. Lock in on your goal and lock out distractions. Focus is positive tunnel vision. You may not be able to control the feelings and statements of prospects, but you can control your reaction to them. You may not be able to control the outcome of your presentations, but you can control your input. You may not be able to overcome all of the objections prospects may come up with during a cold call, but you can prove them wrong about their negative impressions with your own positive attitude and behavior.


4. Practice positive mental programming. This is how you talk to yourself and how you program your thinking. Concentrate on those things that will help, not hurt you. Does it really help to obsess on negative news about your industry or the economy? Or is it better to stay positive and go out and increase your cold calling efforts? One study shows salespeople reduce their cold calling efforts by 38% during tough times. They make cold calls at 62% of their "good times" calling rate. If you increase your cold calls by 25%, you have doubled your exposure in your industry. That's positive mental programming.


5. Read inspirational stories of others who have persisted in the face of failure. It helps to know that others have walked the path before you. Fuel yourself emotionally, spiritually and mentally. Surround yourself with motivational quotes and slogans. Paste them on the refrigerator. Keep copies in your briefcase.

ADDITIONAL INFO:
More than 40% of salespeople experience cold call reluctance at one time or another. To get help, you're invited to check out these two Executive Reports: Conquering Cold Calling: What Is and Isn't Working and Cold Calling: Cracking the Voicemail Barrier.

Ante up: Negotiating “tells” to watch for

Playing poker is lot like negotiating business deals. The best "players" know how to read their opponents. In both worlds, savvy opponents try to act weak or appear uninterested, says Gregory Stebbins, author of PeopleSavvy for Sales Professionals.

These behaviors will tell you a lot about the person sitting across the negotiating table:

• The Stare-down: Often the tactic of the person in the weakest position. He or she tries to appear strong and confident.


• The Uninterested: If they're still at the table, then they're still interested. The uninterested tactic is usually a sign of strength.


• The Shakes: Don't misinterpret trembling, shaking hands as fear. More than likely the person is excited about the way the deal is going and is in a position of strength.


• The Sigh (or Shrug): Another attempt to hide a position of strength.


• The Chatterer: If the person across the table is normally quiet, but is now chatting up a storm, more than likely they're nervous and in a weak position.


• The Quiet Type: Top negotiators avoid unnecessary conversation. Important information often slips out during those asides.