Ad Sales Psychology 101 -- Part I
Posted on Friday, February 28, 2020 at 4:48 PM
The difference between telling and selling.
By William
Dunkerley
"I'd like to tell you something about our
publication." That's just about the worst way possible to start off a
sales presentation. Yet it's a too common approach. I've heard it often
from salespeople I've been called in to train.
Ironically, this
awful opening actually seems to work some of the time.
It can
work if your publication holds a monopoly or near-monopoly position in
your field. If a company needs advertising exposure to your kind of
readers, you may be the only good choice. It can also work if an
advertiser has such a large ad budget that it can afford to be
indiscriminate. And it can work if you are selling to your cousin Vinny
who owes you a favor. Otherwise, it's an awful approach in my view.
Telling
Versus Selling
Why is the approach awful? To understand that
you must be aware of the difference between telling and selling. That's
because the cited approach constitutes telling not selling.
Merriam-Webster
provides differentiating definitions:
--Tell: to give information
to
--Sell: to cause or promote the sale of
Obviously, all
selling includes some telling. But telling alone is not selling.
When
a salesperson considers his or her mission to be telling about your
publication, he or she is missing the point. Telling alone is not a
successful way of accomplishing selling.
Here's another point of
differentiation by analogy to education.
An ineffectual teacher
can gas on about a particular subject while the students actually learn
nothing. A master teacher, on the other hand, will speak skillfully in a
way that promotes learning. A concrete behavioral objective will be
attained: The students will be able to demonstrate objectively that they
have acquired knowledge.
The same concept comes up in journalism.
When trying to relate something to an audience, it is often more
effective to "show" it with words than simply to tell it outright.
Professor Peter P. Jacobi once shared with us the criticism he gave a
student on a writing assignment:
"Show, don't tell: Show me.
Don't tell me. How often have I stressed that? In this paper, I get
tired of the expository passages. I get even more tired of all the
quotes that you parade before me. Give me some action. Give me some
description. Give me the closeness of 'show.' Take me there. You're
keeping me distant, and that's not fair. How much life your article
would gain if you put your heroes in situations that reveal how they
live and work. This is far duller than it should be."
In a
sales presentation, merely parading out various statements about your
publication will have the same effect. You will elicit the same tiring,
actionless impression that Jacobi got from his student's article. Once
again, telling is not the same thing as selling.
Readiness to
Learn
So what's in store for the salesperson who starts off
with "I'd like to tell you something about our publication"? He may be
talking to a prospect who’s texting a friend about a new movie while
pretending to listen to the salesperson out of politeness.
Starting
off with "telling" may not be the only mistake here, though. This one
has a counterpart in education too: the concept of readiness to learn.
For
instance, a first-grade teacher would not think of trying to teach
advanced calculus to his students. They're not ready for it. They have a
lot to learn before they'll be able to grasp the concepts of advanced
calculus, let along be able to perform the mathematical operations. They
don't have a readiness to learn.
Seeking Qualified Prospects
In
ad sales it's not so much about whether the prospect has had the
necessary educational experiences. There could be other reasons that she
doesn't have a readiness to receive a sales message.
An obvious
one is that the prospect may have no need for the advertising
opportunity you’re offering. In that case, what reason would the
prospect have to reach your audience? If your readers are for example
foodies who enjoy reading about gourmet foods it's unlikely that a
seller of fast foods would gain much by advertising with you. That
prospect would have an inadequate readiness to buy. In sales terms we'd
call him an unqualified prospect.
That's why it is always more
efficient to approach prospects that have been prequalified. If you see
the prospect's ads in a competing publication, you'll know you've got a
qualified prospect. If you know that your readers collectively form a
significant marketplace for whatever a prospect is selling, that makes
the company a qualified prospect too.
Of course, it's always
possible to try qualifying a prospect on the first sales call. But there
is a disadvantage to that. The time you take qualifying the prospect can
give her time to develop sales resistance. And that could lead to
forming an un-readiness to be sold.
How does this relate to
"telling" versus "selling"? It has to do with the interactivity of the
communication. Telling can be a one-way street. You can tell and tell
and tell without getting any feedback from your audience. Selling is
different. It has a necessary interactive element. At first the only
information you may be receiving is knowledge of whether you have a
qualified prospect. The "I want to tell you..." salesperson isn't being
very interactive.
There's still a third mistake being made by the
salesperson who "tells." We'll pick up on that in Part II.
William
Dunkerley is principal of William Dunkerley Publishing Consultants, www.publishinghelp.com.
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