How much could you hear, the day she was quiet!

My personal selling journey

The selling I recognize today is much different from the selling I thought I knew, a month ago. Selling, I believed, was an inborn gift. And with a sales course which required selling a real service to prospective clients, under the guidance of Professor Ramez, the true sales doctor, I started to see selling in a whole new light. I began to recognize it as a service, helping people, get what they want. And the salesman, as a benefactor who creates value to customers whether or not they are aware of a need. I now comprehend selling as reciprocity; realizing that it is more about giving than receiving. Through the three weeks of my selling journey, I have learned for a fact that in selling, the customer’s interest and the seller’s self-interest are inevitably woven together. And above all, that selling is an art that can be mastered with sufficient practice.

The secret to sales lie in seeing the world from the customers’ perspective. This demands the right research, ample analysis and proper planning before any customer meeting. To begin with, I need to identify and target specific customers my product caters to. Research involves anything and everything relevant I can find about the customer, be it their competition, location, origin, culture, consumers and clients.

In addition to customer focus, what is also crucial is my perception of the product; for the salesman is as important as the product itself. If I am not convinced that my product is the best or even had the slightest doubts or fear, my thoughts and beliefs would affect my actions and subsequent results. Also my perseverance and desire to perform, my choice of words, attitude, demeanour and body language plays a major role in my service being accepted by the other as trustworthy.

Another key focus in selling is to learn how to schedule meetings and to keep appointments. These meetings demand that I pay undivided attention to everything the other person has to say, honing my listening abilities in the process. This empathetic listening capacity is crucial to build long term relationships and also to nurture established associations. One such instance I can relate to in my selling experience is my conversation with the HR of a major engineering firm here in Dubai. Solely by listening, I was able to engage him and find out a Kuwait link, common to the two of us. This also got him talking in general about his university days and how he had to do his sales pitch to his neighbours to sell a similar product. This level of connect and rapport building works very well in sales and the golden rule of ‘the listener gaining most from a conversation’ played many a times in my favour. The more I got a customer to speak about not so relevant issues by establishing common ground, the more trust I built and more favourably they thought and spoke of me. Establishing trust takes the maximum amount of time, and this I recognized is the most vital part that affects the speed with which purchase decisions are made.

Once trust is established, then comes my opening. The IAB framework of Introduction, Appreciation and Benefit played a major role in setting the right expectations and grabbing attention of customers. A striking example when I failed to use the IAB framework effectively to my advantage was the opening with the lead from a major marketing firm in the region. When he set the tone that I had exactly 15 minutes to convince him, I found it difficult to think on my feet. Not only did I skip the introductions, but also failed to convey what’s in it for him. And making the customer believe that he has a lot to gain from the purchase is a must-have in any sales pitch.

 With effective openings in place, the next step is to identify customer needs so as to align the product benefits with the customer values. Finding out a customer’s needs is best done using the SPIN framework using Investigative, Dissatisfaction, Amplification and Benefit questions. Investigative questions include asking about facts or the customer’s present situation and these must be asked sparingly as it is the salesman who gets the most benefit from these questions. The focus must be on the customer and the objective is to use questioning that can benefit the client. Experienced salesmen go for dissatisfaction questions which ask about the problems and difficulties, that the buyer is experiencing with their present situation and that you can solve with your products or services. Once dissatisfaction is identified, ask questions about effects and consequences of a buyer’s problem. These are called amplification questions as they amplify the pain of the buyer and establishes a must have need. And the last category called the need-benefit question is the mirror image of an amplification question and this focus on solutions. For example if the customer is having issues finding loan on time, you could ask an amplification question by saying, ‘what are the consequences of not having the funds available when you need them? The same idea with the need-benefit question would be “What would it mean to you if you were able to have the money when you need it the most”? There was this instance with a CEO of a marketing events firm when I was able to amplify his must-have- need of requiring support hires even if there were headcount limitations. Once this must have need was established by amplifying his dissatisfaction, I myself could feel his interest rise in what I had to offer him.

 Also, it is important to introduce to the customers those specific features that can benefit them. Once the customer recognizes value, then comes the harder question of price. It is in sales that I realized that price is very subjective and would be acceptable to a customer in par with the value the customer associates that particular product with. Here, it is essential to avoid deleting, generalizing and distorting any information to suit my needs. This simply means the same product can be expensive for one person but must not be generalized as expensive for everyone. In short, I now can look them in the eye and explain that ‘something good isn’t free and something free isn’t good enough’. Hence it is critical to make the customer realize the value of the product even before any objections come up.

 When facing arguments, consider it as a request from their end to ask for more information and treat it like an opportunity and give valid answers. The LAPACC model of Listening to the customer, Agreeing with them, Probing them with a counter question, Answering them, Confirming and Closing worked very well for me. In the specific case of a major consumer devices firm, the HR argued with the service I had to offer. Sticking to the LAPCC model, I began by agreeing with her, then probed her and answered her question. I did not have to confirm, as it came automatically from her side. And the closing came naturally for me. It is here that I appreciated that people value more what they themselves conclude rather than what they are told. The essence of the LAPACC model is in that it tries to nullify the effect of objections and changes the mindset of the person who raised the objection.

 During objections, we may also come across different stakeholders that influence buying decisions. It is always important to meet the wallet holder who has the final say. This saves time, effort and energy in the selling cycle.

 Finally comes closing which takes the least amount of time if the above mentioned steps goes right especially ‘rapport’. It is essential to tailor your closing to the personality style of the stakeholder.

Some of the feedbacks which built my confidence during selling even more were “Excellent fact finding”, “Very valid questioning can use this to impress my boss”, “Questions made me wonder what I am doing here”. Other learning feedbacks including “Be more selfish less apologetic”, “Can improve on price negotiation”, helped me identify and work on what I need to improve. Few others were about effective eye contact, on perseverance in getting in the door and the follow up process. Another specific feedback was that she only agreed to listen to me because she felt genuineness. This further enforces the likeability theory in rapport building. Most importantly, the overwhelming share of positive feedbacks made me believe that I too could master the art of selling.

In addition to all that is mentioned above, I will do a few other things differently in sales and in my days ahead as a result of this course. I now, instinctively appreciate that I need to understand first before I seek to be understood. I now know that I have to do things what others might hesitate or skip from doing. I realize that learners are readers. I have resolved to read for an hour every day, turn over practical concepts in my mind and jot down key ideas. I also understand the difference between listening to respond and listening to understand. And listening itself is a skill required to shut out all the inner voices. I would listen to audio books while driving and try to make the minutes count. I will also learn to put first things first and prioritize both time and customers. It is also key to find a good balance between maintenance and growth activities by calling or visiting customers on the basis of the opportunity they offer. I should make every call to a customer only with a clear objective in mind and I need to remind myself to smile when I dial, and make them comfortable. I will keep my calendar ready in front of me and call expecting a yes always. I might have to spend more time with customers and in doing so look inward, and tell unique stories that only, I can tell them, to keep them interested. Answering questions about who I am, why I am there, what’s in it for them, how much time I plan to take and if they have any obligations, earlier on, will make them more receptive to me.

And In case I feel unclear and the conversation is not leading anywhere, I will probe with questions like “what makes you say that” or “give me an E.g.”. Also summarizing by paraphrasing is another way to get all the facts straight. While questioning, I will change from close-ended to open ended questions, avoid answering own questions or asking more than one question at a time. It is also essential that I stop answering my own questions. I would also try to think win-win and overcome relationship differences using communication, understanding and transparency so as to create mutually beneficial options. And I would attend other sales courses from time to time to refine my practical concepts because the first course I have attended has changed my life in more ways than I imagined it could have. Most of all, I understand that the learning process is continuous and practicing to improve oneself is an ongoing process.

These tiny details and face-to-face selling practice has gone a long way in transforming me from the meek, ‘will not be able to work in sales ever’ mindset to the assertive, ‘everything is possible when I practice’ mindset. It’s just that self-reliance and perseverance must be engrained in a salesman’s heart. I now believe that every result generated in sales is directly linked to the efforts the salesman puts in, rather than just his inherent abilities to communicate and influence.

You are My World :-)

How do I confess how happy I am to have you in my life,
I have never thought I could love this much,
I never believed in marriage as such.
But that was before I felt this loved,
Before you called me your beloved,
Before I loved being loved by you as your wife.

I promise, you are the best decision I ever made,
You are the greatest gift I have ever received.
I will always be by your side, arm in arm forever with God’s will.
I want to thank you for a million things,
All those things that I forget when I’m upset,
But I always do look up to you for all your ways…
The things you do to make me happy,
The way you apply my kajal with such precision,
The way you scold me like my parents,
The times you oblige even when I am wrong.
The way you talk so effortlessly with everyone,
Your ability to care for me like a child,
Your sincerity to make my family as your own,
Your grit to convince me to pursue my dream,
The way you have given me respect over and over.
I haven’t felt the need for this care before,
But the little things you do for me are so much more…

On your birthday, I want to thank our parents
For making the finest guy in spirit and charm,
For looking after you so well, For giving me a man as good as you…
For finding the one who laughs, listens and loves so well,
The one meant for me from among the millions of guys in Muslim Matrimony :D…

When I looked into your eyes today morning,
I realized just how much I love the life we share,
How much I adore your smile and loving stare
How happy I am to know that you are mine…
I promise, you are the best decision I ever made,
You are the greatest gift I have ever received.
I will always be by your side, arm in arm forever with God’s will.

Happy birthday to the best husband in the whole world.Your place within my heart is special, a place you alone deserve for all the tiny and immense things you have done for me. I love you more than I don’t know what :D
You are what people call a gem :-)

Coz A Brother like you is hard to find

When u were really small,

I’d always wait for you to open those tiny little eyes,

So that I could show you my pretty baby doll...

Too little to express dislike then, you scared me with your howling and cries.

Coz a Brother like you is hard to find…

Remember the time I made you wear my frock and tie a pony,

Hid you in a room and threatened to call the others cos it was just so funny!!!

And we grew up like the polar opposites,

You loved the awful milk I hated,

And you hated the awesome pickles I loved!!!!

You adored the crazy cars that hit my tiny teddies,

And Even the kind of songs you liked bruised my sweet melodies.

Your love for new guns each and every Eid made me even buy u one for your b’day!!

And imagine my fury and horror when you chased me with it the very next day: O

But then, I always chose u over others, ever eager to see your latest exhibits……

Coz a Brother like you is hard to find...

Years passed and I became the younger one,

Sometimes, you were the only friend that I could confide,

And sometimes you alone knew the way and was my only guide.

You gave the care that I never had to ask for,

You were that huge pillar of support now and before…

Though it made me mad at times to think that u stole my right,

Cos it was not easy to accept that you always knew when to advice and when to bite.

I could never take the place u deserved even if I had a gun……..

Coz a Brother like you is hard to find…

On your birthday, I thank The Almighty for giving me you and just want to let u know,

The little and big things you have done and never show.

All the uncountable times you were there with God’s own touch,

Help me know deep down how much u really care,

How much I’m being blessed unaware…

Even though u never really say much…

It's hard being the mother you are,now I know

Until I had to do my things by myself,

I never really have dwelled upon why being you is really hard.

How you managed to be the never resting ‘walking miracle’ by yourself,

Why you used to get angry at us for minor mistakes and be on constant guard...

Now, when it’s my turn to do things as you fared to do,

It’s hard being the mother you are, now I know …

I remember your sari and then your long shawl and the comforting support it gave me umma,

to run and hide in to flee from strangers as a child,

How did you find the energy, umma!!

To do all the things you did and not be wild.

You never let me know how difficult it’s to be a working mother!!!

I heard you get up at 3 and 4 to pray, cook and get us ready for school,

I watched you put a purdah over yourself and get ready for office in 5 mins, just when your van was honking at the doorstep like a ghoul.

I heard the phone ring before we opened our doors, you so wanted to hear about our day even when you had tons pending at work,

You coaxed us to bath and eat and warned us to sleep before you returned with your usual smirk.

In spite your advice, I saw you reach back home and persuade us to sleep,

I smelled the tasty fried snacks trick every single day but couldn't resist the taste long enough while asleep.

You sat with me and helped me study like a buddy.

I never ever wondered once what it meant or

How you managed to be there always for us.

How did you do it all, umma???

Be a caretaker cook and friend,

Yet find time to be a playmate,

I just can’t comprehend..

Now when I think about how I can barely move a hand after office,

It’s hard being the mother you are   now I know…

You raised me up the best you could,

and taught me all you know about good.

You were strong through all the stress I caused,

You were always willing to put your life on pause.

So I want to thank you, umma for always being there for me.

Because without you I don’t know where would I be..

Now when I think about how little I offered you help,

It’s hard being the mother you are   now I know…

And it was not just me that you had to look after,

There were three others and four now including uppa who gets the same. :D

Your unfailing love without limit,

your ability to soothe my every hurt,

the way you are on duty, unselfishly,

every hour, every day,

makes me so grateful

that I am yours, and you are mine.

Now when I think about how I expect to be loved just the same for the love I give,

It’s hard being the mother you are   now I know…

Most times I took you for granted, umma,

but I don’t now, and I never will again.

I wish I had enough words to tell

How much you mean to me.

I am the person I am today,

Because you let me be.

Now when I think about how much I hate to be taken for granted,

It’s hard being the mother you are   now I know…

A friend for all times

Some of the happiest times of my life,

are times you and I spend together.

For deep in my heart I've considered you special,

One of my dearest friends ever.

Once in a lifetime

If you are Lucky

You find someone

who stands beside you,

As I have found you.

Day after day I've enjoyed your nice company,

warmed by the closeness we share,

And when there were days

That I needed a shoulder,

I knew you'd always be there…

I'd like to be the sort of friend that

You have always been to me;

I'd like to be the help that

You’ve been always glad to be;

I'd like to mean as much to you

each minute of the day

As you have meant,

to me along the way.

I'd like to make you feel as strong and undaunted as I feel

in the darkest hours with you to lean upon.

I'd like to give you back the joy

that you have given me,

Yet that were wishing you a need

I hope will never be;

I'm wishing at this time that

I could but repay

A portion of the happiness that

you've given me all along;

And could I have one wish this year,

this only would it be:

I'd like to be the sort of friend

that you have been to me.

I will forever be so grateful

For having a dear friend like you-

A friend for all times,

To confide in, to count on, and treasure

A whole lifetime through.

You're a friend

For all times no matter how many tiffs we have had.

Her big day!!!

I still remember the day we 1st met.

I was too shy to say much at all,

It's funny to think back to that time,

cos it’s just not the same anymore.

In so little time how much have we shared???

I can never forget all the moments,

That you have shown me how much you cared!!!

I adore your fun-filled personality

Somehow you never fail to impress...

And I trust that with you by my side,

Everything will always be Okay.

Within you, I’ve found the perfect friend,

With whom I can be real, and never pretend.

A friendship so carefree....

Ur cries of joy &happiness, together

With your infectious laughter sets me on!!

You are always there for me,

When my spirits need a little lift.

I can never thank you enough for that

You are truly an extraordinary gift!

There were times we had our little tiffs,

Those that might have even turned out a little bigger.

But deep in my heart you were always my sweetest

Little naughty innocent girl......

Today I want to tell you this,

As a friend I have always been protective over u.

Possessive to the core.

That’s cos,

I love everything about u

You are someone I cud never replace.

You are everything to me & more

I could never express that enough....

A friendship like yours is not easy to come by,

Often the intensity of it makes me so high.

Is our friendship only a dream?

Sometimes it feels so unreal that I must scream!!!!!

I wish you a happy life ahead,

Loads of love for you are in store.

Lovely years filled with lots of happiness and laughter,

Only the very best for you from here on after.

My snapshot of the best 4 years of college

The day we Ist met..
Stepping into a world that was new,
Too shy to speak our words were few,
In so little time how much have we shared???
I can never forget all de moments,
dat u've shown me how much u cared!!!
Time progressed neat and clear
Reminding us that the end was near;
With every passing day, we near the end,
We long for the past that we could mend.
Looking back at the days gone by,
Gives us a reason to cherish and cry.
Having flashbacks of the past
Wishing those moments could only last

The Last Chapter

Our days together in college fortified with ceaseless fun, constant teasing, uncountable tiffs, ever growing love and a precious bond were all going to switch into something new, and that something was going to turn into a monotony soon. This dreadful feeling was strong and unwavering within each one of us on that day.

That day when we all felt that "today was the worst day in college".

The last day in college when all the other batch mates were missing each other, saying their good byes, we all sat in class listening to our dear HOD sir, occasionally pestering him in between to stop the lesson , but again patiently day dreaming ,reminded of the fact that this was going to be our last class together. At last the much awaited "12.30" came, sir bade his goodbyes and left.

Deep within, hidden behind outward smiles and laughter, we all thought about how every single facet of our days together had been, what made it special, how much we have changed over the years, how we had been enormously humbled in the presence of faculty, valuable lessons learned and what not...

Before we could reveal our emotions, share it with friends or tell someone that we would really miss them, pressurized by the higher authorities, we were ordered to leave the campus before the lunch break. The firmly issued order was so painful that it agitated even the "mute" amongst us. After sincere and persuasive effort from our own friends by meeting our thoughtful HOD sir, at last we got the extended time up to "2.30" .That issue had worsened the mood of most of us.

A dull silence enveloped our classroom, a silence that would make any person wonder whether there is a teacher inside.

Amidst all this, we started penning down our feelings and thoughts in each and every one of our friends’ salwars, shirts in every tiny inch of space that we cud spot in their dresses. While Alok's last few words topped with each one of our autographs covered the black board, it felt so odd, that we spent years here in this classroom and it just felt like yesterday. Mixed emotions of excitement, fear and happiness of entering into this very same crowd 4 years back all seemed so vivid. And now when everything seemed so settled it was time to leave. Many good and bad memories, Good outweighing bad all seemed so perceptible, so clear, so very apparent. We took photos together, shared whatever little food each one of us had with our friends and sat wondering in silence

We wondered 'why can’t we get all the people together in the world that we really like and then just stay together'. Holding back the tears gushing out for the fear of someone watching, there was a sort of quietness you feel as if nothing worse is ever going to happen.

Time flew by. Soon it was time to leave the classroom. It hurt to say that word "bye". As each one of us left one by one, we felt as if friends were driving away from us and slowly receding till all we could see were tiny specs dispersing.

In Your Hands (A Tribute for teachers: A Few to define the Many)

We want to cipher a small ode for you,

To thank you for every smile.

We know that you had a lot to do,

We are glad that you paused a while.

 For being a friend,

And taking time to show us,

Lessons hard to comprehend.

Your journey with us was not very easy,

If we could teach you,

We’d show you the positive effect

You have had on us and our lives.

In teaching you cannot see the fruits of a day’s work,

It remains invisible may be for years together.

Yet we mattered to you, you cared,

Cos when you reach out and touch us with your heart,

Then you hold what we are becoming in your hands...

Lessons you taught us yesterday have disappeared into time,

And though you are with us just a while today

You hold tomorrow’s smile in your hands…….

It might have appeared to go unnoticed,

But we have got it here all in our hearts..

We would be nothing without you,

Without Your blessings…

Sometimes it may seem like

students have forgotten how special you really are,

Even when it seems like no one is watching,

or when children blank out on just how important teachers are,

Teacher I will never forget what

I saw reflected in your eyes,

The somebody I could be……..

We salute you maam and sir..

You are the wind beneath our wings,

Thank you teachers, you have made all the difference…….

                     

On my all rounder old woman's b'day :-)

Dearest Umma,

On your birthday I really want to say,

Thank you for watching over me all day...

For all of the sleepless nights u lay awake for me,

Thank u for every selfless deed I know u did for me….

I have not forgotten the patience u had,

While showing me where I went wrong when I was so sad...

When people made me frantic with every single antic,

You were the one who kept me calm and you were the one who taught me to bend...

You always taught me what is right and wrong,

You gave everything even when u were weak, for within you were strong..

Thank you for stuffing me day n night with my favourite items,

                     For experimenting with your proven recipe theorems...

For making sure that ‘dosa’ is brown just the way I like it while rushing for work,

       For creating ‘appams’ without the ‘fat part’ in the centre with your patchwork...

             For inventing the only biryani I ever eat,

For running devotedly at the speed of life,

For being the best mother and wife,

          Still many more gestures that makes you sweet...

 Your super speciality degree in “SP adkaling”(Swayam Pokki :P),

Followed by your ½ an hr. long laughter,

Your selective deafness syndrome and irresistible sleeping,

Makes me gleeful to be your daughter...

Your gold medal in MSc chemistry,

Is still a mystery...

Must have been “Google’s” donation,

Cos every time I have a doubt you run to Google for exploration..

The moment you have seen me enjoying anything from outside,

 For making it healthy, so hard you have tried..

You always make sure that the things I love most are made with your hands,

You never seem to mind the trouble behind it, and never ever demands…

And I love u for it Uma and

for all the tiny and unlikely things u take care of,

                            Just to make us happy and laugh….

And without u don’t know what I would do. Don’t know...

       I know at times I never say all that’s on my mind,

           I tend to keep it inside, then turn out unusually unkind…

        I know that putting up with us can be a pain,

          Sometimes I’m surprised that u haven’t gone insane...

    I guess that’s how it is meant to be,

  But I still try to be good,

And be the daughter u deserve and help u like I know I should...

You have changed things about me just by your very presence,

The little things u do for me stuck in my mind follows me forever wherever I may go...

And I wish you see what you say, each day, it keeps me going,

 It’s made me who I am...

On your b’day I celebrate the gift u are,

And the gift you have been to others and me...

Writing about you would never be enough,

I wonder if I would be able to do all this stuff…

I want you to know this day,

If I was forced to change mums I’d change the girl I am and

 Would fight with anyone in the world to hold on to u..: D

I thank the Almighty above all for your love,

For making me your daughter and none else’s..

Our small b’day wish for u...

As always may wisdom be your guide when you are talking,

May you be able to open the door when the angels are knocking.

May your heart remain humble to the very end,

May the world not change who you are,

May rejection and pain never reach you,

May The Almighty surround your soul with his warmth and love

 

On my young looking old man's bday :D

From the start you made us your “1st”,

U have always loved us at our worst.

U would do anything for us that you could,

U showed us how to love and care like u did,

U saw our dreams before we did.

U would give us everything that you should.

Ur firm hand was always my guide,

I have always felt your strength by my side…

U have always felt my pain more than I have.

Dearest uppa,

So often it may seem as if we have taken u for granted,

That we have never noticed all that u have done for us,

Or the sacrifices u made for our benefit...

At times we do not realize that everything you did was bcos u loved us,

We rarely see that ‘doing so much 4 us’ meant giving up a lot on yourself,

We hardly thank the Almighty for blessing us with parents who put their children before themselves...

With each scolding, hug and kiss you have moulded us into who we are today...

The childhood memories still fresh images in my mind,

The early morning drive to school when I was too lazy to take the bus,

The times of comfort when I was hurt so badly,

All the late nights u sat up with me to give me company,

For giving me the best tuition in “MATHS”,

And for all the dumb jokes and the never ending stories...

For all the lessons throughout the years...

You were always a friend to me more than a father,

The best father any 1 could ever wish to have...

Thank u for your trust in everything I have done till now,

Through the wrong decisions and mistakes u were patient and ever-understanding...

Even though at times, I tease you for your tiny faults,

I admire the person you are,

And for leading us closer to Allah with your fine example,

And for making the Almighty the foundation of our family...

Thank you for finding and loving Umma cos she is simply the best any child could wish for...

Most of all thank u for being you.