Kelley-Robertson---Fearless-Selling

About Kelley

Kelley Robertson

Kelley Robertson began his retail sales career in a men's clothing store in the mid-seventies where he got his first taste of dealing with and satisfying customers' needs. With no formal retail experience or sales training, he began to develop his own style which later transferred into a successful career in the hospitality industry.

For over a decade he worked in a managerial capacity for several large chains and in 1990 began training employees, managers and owner/operators. During the next five years, he hired and trained close to 1000 service staff for approximately twenty new restaurants.

In 1995, he returned to retail to provide sales training for the retail sales division of Sony of Canada and helped the Sony Stores become one of Canada top retailers of consumer electronics. The sales training programs and resources he developed are recognized around the world within the Sony organization and have been used by Sony Latin America as well as Sony Mexico.

Kelley left the corporate world to start his private sales training practice in 2002. Since then, he has worked with dozens of different retailers and businesses. His retail client list boasts names such as; Crabtree & Evelyn, Hillebrand Estates Winery, Home Hardware, J. Michaels, Nutrition House, Part Source, Peller Estates Winery, Rogers Video, Rural Roots, Sony Stores, The Wine Shoppe, and West Ottawa Hyundai.

Non-retail clients include: AvMed Health Plans, Canadian Boating Industry, Canadian Franchise Association, Canadian Health Food Association, City of Brampton, Class “A” Fire & Rescue, Creative Outdoor Advertising, Davis Skill Games, Delta Resorts, Epic Plant Company, LG Electronics, Navis Pack & Ship, Nord Gear, Preferred Nutrition, Personal Service Coffee, Renew Life, Samsung, and Vulcan Industries.

Kelley is the author of two sales books, Stop, Ask & Listen-Proven Sales Techniques to Turn Browsers into Buyers and The Secrets of Power Selling. Both sales training books provide practical insights to improving your sales results.

kelley@fearless-selling.ca

Testimonials

“Kelley did an outstanding job of imparting sales training skills to the 280 Store Managers who attended the two conferences. Kelley has a very effective style of teaching…a style which puts people at ease and at the same time, encourages active participation. I can strongly recommend Kelley to other organizations that are involved in customer sales.” Read the entire letter

Chuck van der Lee, President, Rogers Video

“Picture this - 60 Franchisees in a room for almost 9 hours - no complaints, no one napping, and everyone involved until the last minute - the best testimonial is given by the participants’ actions and for Kelley Robertson it was outstanding. Everyone was participating, relaxed, and still talking about it the next day. What else can I say except thank you for one of the highlights of our annual Conference.”

Fred Stewart, Chief Operating Officer, Nutrition House Canada

“Selling Without Fear is by far the comprehensive sales training program in which we have participated. The GUEST model is now an integral component of our sales cycle, allowing us to meet the specific and growing needs of our wine consumer.” Read the entire letter

Alison Zalepa, Manager Winery Retail & Tourism, Estate Wine Group

“Thank-you for presenting your Yes, I Can! customer service program to our front-line staff. This presentation was tailored specifically for our centre, dealing with issues and opportunities we encounter daily.” Read the entire letter

Andrea Brady, General Manager, Quinte Mall

“Thank-you so much for a very interesting, informative, and well presented seminar! I’ve had feedback from all of the managers today and they can’t say enough about it. They are raring to go!”

Millie Jonsson, Eastern Sales Manager, Crabtree-Evelyn

Meet Kelley Robertson

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Kelley Robertson - Fearless Selling

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16 Excuses Sales People Need to Stop UsingKelley Robertson

Sales people make a number of excuses why they can't reach their sales targets or why prospects and customer don't buy. Here are just a few:

1. Our prices are too high. This is one of the most common excuses that sales people use and even when companies reduce their price, those sales reps still often fail to reach their targets.

2. The competition is cheaper. While there will always be companies who sell the same or similar product as you, very seldom is the competition as cheap as you think. However, smart buyers will often try to...Read More >>

Be My GuestKelley Robertson

In recent years many different businesses have begun to approach their clients differently. They are now labeling them as guests, which has been the norm in the hospitality industry for decades. Many restaurant chains as well as car dealerships and airlines have even taken to using this term.

A simple word like guest versus customer can make a dramatic difference in the way we perceive the people who pay our salaries. A customer is someone who makes a purchase. A guest, on the other hand, is someone we welcome with open arms and look forward to interacting with. A guest...Read More >>

Feeble Questions Can Kill Your BusinessKelley Robertson

"Would you like to know the difference between these products?"
"Can I explain what makes us different than our competitors?"
"Is saving money important to you?"
"Do you want this feature?"

Do you ask these questions or variations of them?

I certainly hope not. They are feeble questions and they do nothing to help you stand out from the crowd or give people a reason to buy from you. Yet, many of the salespeople I encounter still have a tendency to ask these types of questions.

Let's face it. Selling today is a heck of lot more challenging than it used...Read More >>

17 Best Practices of Top Performing Sales PeopleKelley Robertson

Many people wonder what separates a top performing sales person from the rest of the pack. In most cases, it's because they apply a number of best practices in their daily routine. Here are 17 best practices of top performing sales people.

1. They set HIGH TARGETS and goals. Top performers don't wait for their manager to issue an annual or quarterly quota. They set their own goals which is usually more ambitious than the corporate targets.

2. They carefully PLAN their quarter, month and week, as well as their daily schedule. Too many sales people fly by the seat of their pants and only look at the day or week ahead instead of planning their month and quarter. Look at the big picture.

3. They set OBJECTIVES for every sales call. It is essential to know exactly what you want to accomplish before you make your call (face-to-face or telephone).

4. They ASK high-value questions that probe to the heart of the issue. Sounds simple but most sales people fail at this and ask weak, feeble questions. Top performers are comfortable asking tough questions that make their prospect think.

5. They LISTEN carefully to what their prospects & customers say. You can ask all the questions in the world but if you don't hear what people tell you won't be able to present the proper solution. Instead of waiting for your turn to speak listen to your customer.

6. They CLARIFY the issue when they are unclear what their prospect means. People often say things that are unclear and most sales people assume they know what their prospect means. Top performers take the time to fully understand by asking "What do you mean by that?" of "Can you clarify that for me?"

7. They WAIT TO PRESENT their product, service, solution or idea until they know exactly what their prospect's situation is. The majority of sales people jump too quickly into their 'sales pitch' but top performers are patient and wait for the right moment.

8. They begin every sales presentation with a brief RECAP of their understanding of the prospect's situation. Again, a simple concept but one that is greatly ignored by many sales people. A quick summary of your customers' situation give you the opportunity to ensure that your presentation addresses their key issues.

9. They know how to ADAPT their sales presentation if their prospect's situation has changed. Making changes on-the-fly is challenging but it is one way to stand out from your...Read More >>

About Kelley

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