Mind your manners or we'll mind you!

“Whenever you are asked if you can do a job, tell ‘em, ‘Certainly I can!’ Then get busy and find out how to do it.”

~Theodore Roosevelt

One of the oddest occurrence in recruiting happened to me this week.  So odd, in fact, that I wanted to share it.   It isn't unusual, whether you are actively seeking a new career opportunity or not, for a recruiter to reach out to you to ask if you may be looking for a change, or ask whether you know someone that would make a strong candidate. 

The following email as received in my personal email out of the blue from someone I had never heard of or interacted with before or connected with on Linked In.  I edited out particulars for privacy purposes):

 

On Tue, Jan 21, 2014 at 2:28 PM,

Hi Jeannette,
I am reaching out to you today for your help.

A client of mine is a large retail chain with over 250 superstores in Western Canada. Their headquarters are located in Saskatoon.

 

My client is offering xxxxxxxxxx max base(Based on seniority)+10% Bonus+15K moving bonus for a Solid Senior Business Analyst with Petrolium Systems OR Propane Systems Wholesale and maketing experience.

Here is a detailed Job Description:

 

This is a massive organization that employs over 3000 people with over 120 in IT that they hope to grow to 250 within a year.

If you are interested in moving to Saskatoon or know of anyone who would be interested in moving to Saskatoon please contact me directly with details below.

1) Attach Resume

2) Availability to interview and start

3) Your salary expectations

4) Confirm that location is ok

If this email has reached you while your area of expertise may be different then I would still like to hear from you; perhaps we will have the opportunity to do business in the future.

At the least I would like to have you on my network of Top Technology talent on LinkedIn; you may invite me at:

Thank you in advance for your support and looking forward to hearing from you.

 

Regards,

Sam
Business Development Manager, xxxxxxxx
Toronto, Ontario

The typos should have been my first clue.  Upon closer examination, it seemed apparent that it was generated via a well known job board, which I imagine meant that it was an email blast sent to many.  Typically, I am used to being contacted by recruiters from Linked In, rarely is an opening simply from an email and more often occurs after a telephone call.  Nonetheless, I have like to keep doors open with recruiters and treat them with respect as one would with a potential client or employer.  Therefore,  I did reply generically with my CV attached.  What floored me was this response today:

 

Hi Jeannette,

Please help me understand what you have done is relevant to what I am looking for.  Am I missing something from the resume I am looking at?
Many thanks, - Sam xxxx

 

A feather could have knocked me over.  My reaction initially was huh?  Secondly, how rude.  Thirdly,  fascinated that the latter email was a response to his own original email.  So much for being one of the "Top Technology Talent" on Linked.  Made me wonder why HE hadn't reached out there? 

 

A few other thoughts surface, but I'll keep those less kinder ones to myself.  Brushing up on "Business Etiquette" seemed obvious, another key that
stood out was that it was data driven.  Perhaps the Job Board offered various selection and then it spit out data of potential candidates which in turn generated the email.  It definitely points to the danger of relying on data and not intimately reviewing before starting any e-mail campaign.

 
 

I'm not a recruiter by profession yet I have done a fair amount of recruiting in my time.  What I do compare this to, sadly, is that generic sales letters are going out daily that quickly end up in the "trash".  What a waste of effort and reputation!

 Several pitfalls on this email stood out:

• It is obviously generic
• No tracking kept on who it was sent to
• Poor memory that an email had been sent out
• Names weren't pre-qualified by being looked up on Linked In
• Lack of understanding on parameters selected to generate recipients.

It also speaks of laziness and I'd be embarrassed if I were Sam.  More so, if I were his employer.  He apparently was seeking top tier professionals, but wasn't acting in the same fashion.  Perhaps more likely generating activity than attracting the top tier talent to meet the goal of hiring a suitable candidate.

Do you think I looked him up on Linked in ... not yet.  I may be curious to look him up ... that's just me.  How likely do you think I will be willing to connect with him ... not likely.

It is a competitive world out there.  Be careful to mind your manners or people will pay attention and many DO mind if you forget your manners!

The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.

Bill Gates

Read more at http://www.brainyquote.com/quotes/authors/b/bill_gates.html#SOBsm4fJqzUFwV5s.99

“One important key to success is self-confidence. An important key to self-confidence is preparation.”

~Arthur Ashe 

THREE TRAITS THAT TREND TO THE TOP

“There is no short cut to achievement.  Life requires thorough preparation…”

George Washington Carver

 

There are a lot of training programs out there that fill gaps in training techniques. However, I would say that the most successful sales professionals have inbred characteristics and habits that consistently get results from forming successful behaviours.  The following three are recommended to create maximum results:

 

1)  START AT THE TOP: Top achievers want to know who the decision maker is and start from there. Far too many reps have a comfort zone on hanging out with admin or middle managers – the folks that ask so many questions, stray reps think they are getting somewhere, when all they are doing is answering questions, researching to answer those questions, asking their boss how to find the answer. In other words, wasting everyone's time.  Speaking of wasting time, those that venture to the top typically have a compelling business issue they see that needs solving or a trend that would impact that prospect’s bottom line, attract investors, create matters outside their control.  One of the best question tip I was given was to ask “what keeps you awake at night?” to this VIP (very important person).  You should have lots of credible testimonials and examples of how you have solved similar problems with other clients (without divulging who or confidential specifics) by percentages or dollars on how it helped them that will trigger attention by the top decision maker.  After all, he or she is too busy to give you the time of day because they are swamped with these matters … alas, comes along someone who has ideas that may work to solve it!

                    “NEVER mistake activity for achievement"

                                                                                                        John Wooden

2)  ASK GREAT QUESTIONS:  Easier said than done.  The most competent sales professionals have developed the skill to ask great questions.  Guidance from responses from business issues surfacing uncovers real needs or opportunities. Great questions even helps those stuck in the middle to have themselves elevated to a higher decision maker if crafted artfully.   You may just want to know when a decision is being made, how it is being made, and by whom. At the very least, good questioning skills allows the rep permission to accept the fact that they may be spinning wheels and move on to greener pastures (more opportunities).  They can help create red flags that point to avoiding this prospect for now or forever.  They also notify when the occasion may be better in the future and provide a roadmap on how best to keep in touch for when that happens (articles, etc.)

3)  FINISH HOMEWORK: Research, research, research. These savvy pros know how to uncover information from Press Releases, Annual Reports, Business Periodicals and newspapers that allows them to have “business to business” discussions. If you want to look, think and act like you are more about solving needs or problems based on expertise, there are no short cuts. Here are some areas you can look at that should help understand a prospect betther:

         i.    Industry trends

         ii.   Governing regulations

         iii.  Who their customers are

         iv.  What the media is saying

         v.   Financial picture

Bare minimum, before a rep approaches a prospect, whether it be the decision maker or administrator (by phone, scheduled meeting), they should have a strong understanding of the company, its competitors, customers, industry, governing regulations before taking that first step.

 “Without continual growth and progress, such words as improvement, achievement and success have no meaning.”

Benjamin Franklin

 

 

12 Sales Career Myths

“Many of the things you can count, don't count. Many of the things you can't count, really count.”                                                                                                                                            ~Albert Einstein  

Many people go into sales career for the wrong reasons. You may be considering sales yourself.  Here are some of the myths uncovered to shed light on misconceptions:

1.   Anyone can do it.  FALSE.  Like a nurse or a fireman, not everyone can be a sales person.  There is ongoing training and skills improvement.

2.   Your relatives tell you, you would be good at it.  FALSE.  Mom and dad think it would be nice for you to be out on your own now you are 35.

3.   You are good at meeting people.  FALSE.  It is getting harder and harder to schedule meetings with decision makers who are savvy to all the tricks and are simply too busy themselves to get caught up in meetings for the sake of meetings.

4.   It can be rewarding.  TRUE.  That comes after you’ve put in long hours, built a strong reputation and customers have come to rely on you.  You are also the person that they will turn to when something goes wrong.

5.   You're tenacious and never give up. TRUE.   It will come in handy when you hear a lot of "NOs" before a "YES".  You may not want to be too tenacious or you will be tuned out, turned off and shut down.

6.   You have the gift of the gab.  FALSE.   Sales is 3/4 listening, 1/4 talking.

7.   You get to take customers out for lunch.  FALSE.  Many companies have employees sign codes of ethics which disallows them from taking anything from suppliers or vendors in case it may be considered a bribe to win the contract.  Gifts, fishing trips, concert tickets, etc. all fall under these extra-curricular events.

8.   You’re good at golf and heard business is done on the golf courses. TRUE.  Except golf doesn’t usually start happening for a long time after a "business" relationship established.

9.   You're aggressive.  FALSE.  The best sales pros are not aggressive.  They are people oriented, and strive to do what their customers ask them to do or solve problems.

10. You can make big bucks.  TRUE.  After you spend a few years learning the trade, often you start out in a commission-only compensation, and once you’ve put in one to two years developing your client base and territory.

11. You get an expense account.  FALSE.  In today’s economy many companies have cut back or eliminated expense accounts.  However, you can save your receipts and claim them against your income tax.

12. You look good in a suit.  TRUE.  Then again, shouldn't you have a better reason than that?


The following video does an exceptional job of explaining what sales is all about and what you should expect if this is the career route you decide to take entitled "Selling is Hard Work" by Infoteam Consulting (http://www.infoteam-consulting.com/ ):

TIME is MONEY

We are all getting busier, with less resources or personnel support while expectations are sky rocketing, attention fleeting while the need to generate more revenue is critical.

Like many of my Blogposts, there is a common theme evolving -- how organizations and sales professionals should collaborate to achieve BOTH of their objectives  while striving to gain  RESULTS.

A challenge is typically asserted on which accountability metrics are important to operations and sales.  Typically, for operations it is profitability and for sales it is revenue.  In order to drive revenue, sales professionals should have realistic activity mandated.  All top sales organizations have various activity metrics to ensure that even entry level sales reps can achieve some success.  There are a few factors that could be taken into consideration to establish perameters :

1. Sales Cycle
2. Geographic territory
3. Vertical targets
4. Cost of product or service
5. Level of decision maker required
6. Seasonal variables
7. Competition
8. Pre-Sales support
9. Marketing program
10. Lead time between sale and delivery
11. Budget, plan, quota or target

I will get into the 11 points above in future blogs.  However, before you ask sales to meet the minimum activity metrics, after examing the parameters, your organization should next ask itself what tools or considerations are being taken into account to boost productivity or demand results.  For example:

1. Training (Company provided or endorsed)
2. Skill Level (Experience in sales or industry)
3. Compensation (Commission versus salary plus bonus)
4. Marketing Program (sales material, advertising or leads)
5. Sales Timeline  (from sale, to implementation, to commission or bonus payment)
6. Tracking Tools (CRM system, manual, activity reporting)
7. Sales Management (Coaching, mentoring, meetings)
8. Support (proposal template, clerical, analysts, diagnostics)
9. Territory (geographical or verticle/by industry)
10. Sales Budget
11. Communication (customer service, computer, e-mail, wireless, cell phone or iPhone/Blackberry)

It is easy for organizations to hire and plunk sales reps in territory and cross their fingers that they've found a superstar.  Yet, without analysis of factors that could impact success or inability to provide the necessary tools it shouldn't be surprising there may be a  lack of results.

So, before you kick your rep out the door and ask him/her to sink or swim, examine what you are doing to facilitate their success?  After all, time is money!

Cool calling

 I am an advocate of cold calling.  Cold calling IS necessary in today's uncertain, competitive climate. To rely on warm leads aka referrals is simply unrealistic. My cold calling techniques change based on who/what I am targetting, but I'll try to give you some ideas on how to tackle it and take the COLD out of CALL:

1) INTERVIEW  existing satisfied customers

• Your best source of informaton is already using your services
• Take the stance that your are new and interviewing them
• You'd be amazed how many time you hear from them how nobody else has taken the time to ask
• They may ask you why you are doing this, and end up offering referrals
• They will want you to succeed now that you've taken the time to understand their success
• Don't forget to ask for that "testimonial"
• Make sure you put some of those quotes on your website
• Ask for examples of ways your company/service/product has helped them
• Use those as "case studies" on your website on how you solved business issues

2)  NARROW your targets

• Visit website, pay special attention to company announcements, "in the news" areas

3) PERSONALLY visit prospect's office/place of business

• Hand business card right away - Be upfront about who you are and state that you are just doing research or there to ask questions
• 9/10 times the receptionist knows more than anyone what is going on in the company
• Be respectful of the gatekeeper, their time, be pleasant, avoid sales pitch, be confident
• Use their nametag or nameplate or ask for their name, people are always more receptive if they hear their own name
• Observe if they have to take calls, are hurried, act accordingly
• Go with the attitude that your objective is not to sell something TODAY
• Be honest:  you are there to drop off information and confirm your information/contact
• Ask questions in an interested, non-threatening manner
• Observe (i.e. Trade Magazines) and/or gather material ( i.e. Annual Reports
• Share some of the information you've gathered  to create comradery
• Confirm point of contact -- where so many reps fail -- another gatekeeper is not who you're looking for -- ask very specific who makes the "decision" for your product/service is helpfu

4)  Have a MARKETING kit with you

• A flyer is not a marketing kit
• No need to have a letter
• Information on your company

5) Give kit, saying you want to drop it off in advance to follow up with whomever is in charge of what you're looking for, asking for confirmation whether it is the person you sourced -- specifically ask for a business card, if not, their full name, title, telephone and e-mail

6) E-Mail contact that you're following up the package that you left off because you appreciate how busy they are and respect their time, what you want to share (remember 1?  share those stories or how you helped them)... then say  you will follow up by telephone at a certain time to arrange a meeting.  If you haven't been able to access e-mail, resort to snail mail ... except hand write the envelope (greater chance at it being opened) and mark it CONFIDENTIAL.

7) CALL them at that time (don't fail at this)
 

8) They may be EXPECTing your call or ready to refer you down the ladder.  This depends highly on how you've done so far.  Sometimes there is someone else that does make that decision.  If they have a subordinate, you want them to refer you down the ladder.

9)  If they are REFERRing you down, confirm that they will be passing your package over to that person.  Also ask when would be best to follow up, if you can push your luck ... have them tell that person you will be calling at a specific date or time.  They may offer to have them call you back (best).
 

10) They may AGREE to meet with you at that point or ask you what your value proposition is over the phone.  The higher up you are, the more direct they are because they despise people who waste their time or can't help them.  Remember 1 again?  You can clearly articulate  your value proposition (solve their business need, fix a problem, give them insight,  etc.)
 

11) The  person who has been "topped down" will  meet with you because their boss handed your package to them, told them you would be calling or have them calling you (best).  This all points to a direct request from the boss.
 

12)  If you get their voicemail:  State who you are (you don't have to say company), that you are following up after leaving information with *insert name* to pass on and that as promised you are calling  to schedule a brief 20-30 minute meeting (if you ask for more, you're nixing your chances) to share ideas that will improve (what benefits have you come up with?).  If you have to call two or three times, don't worry.  Keep reinforcing that you are following up, what your benefits are, and also express empathy for how busy they are after the 2nd or 3rd call.  I spend more time on this on my other Blogpost:  "How many times do you call?"
 

13)  Up until this point, you really haven't even attempted to sell anything.  You're objective in cold calling:

•  Pre-qualify (have a general idea they will benefit from your "pitch")
•  Confirm who the decision maker is (not another gatekeeper)
•  Create enough interest that they will agree to meet with you

There are several steps in cold calling.   There are numerous hypothetical situations that haven't been addressed.  The point is, statistically most sales people give up after one drop in or telephone call, maximum three at most.  That is why only 20 percent of all sales people are successful.  The other 80 percent won't bother to even follow up, want a magical formula to guarantee results or may just be too lazy. 

I will share my biggest secret for free:  The attitude is about having FUN!   Imagine you're a bumbling inspector or searching for the key for endless wealth.   Your finesse will come from practicing, failing, trying a new approach, failing, trying something else, failing ..... THEN  noting what has worked and why.

If you want to give up after 3) you may want to reconsider your occupation .... because treasures can only be found after DIGging!

Failure to follow up equals failure

EVERYONE's perspective on how they personalize follow up is valuable because every sales situation is different, yet if you try a consistent, methodical approach to follow up you will increase your success rate.

For example, to put my money where my mouth is, I've started a new business development position in a completely new industry to me, with another one of Canada's largest organizations.  This large organization is retail-based and has not introduced direct business development into their culture until recently hiring a business development team of veterans for each city. 

They tell me that they consciously hired people of a "certain vintage" purposely:  no babysitting required, they outline the metrics required and let experienced pros do their magic.   Four weeks in,  I've came out of the gate quick, so quick the executive VP sent me a personal note just Friday.  By my 2nd week I signed up the most that week with 13 new customers, the next closest was 6 in Ontario (a much larger market by Canadian standards).   Then I followed up week three with 9 and by week three this program had increased sales by 40 percent.

How did I do this?  Personal cold calling is the name of the game.  There is very few pre-existing customers so I had to start with a  methodical, consistent approach:

1. Cold Call (in person) leaving a package (warm, friendly, nonassuming)
2. Confirm who the decision maker is and express there will be follow up to meet at a convenient time
3. Follow up by telephone -- stating  I am following up the package and would like to sit down with them to review how others have incorporated this service and saved themselves time and money.
4. Follow up by e-mail -- expanding upon how others benefitted i.e. specific time and cost saving examples along with value adds that were discovered after the original intent was time/money
5. Schedule appointment
6. At appointment:   Ask questions; listen to answers, define needs; reinforce the reasons others signed on and their positive experiences
7. Close by getting them to agree or sign up for the service or purchase product
8. Follow up by electronic means to ensure they have my contact information along with the rest of the team they will be working with -- it's an electronic age and most people will respond in this manner
9. Have the associate(s) who implement and execute the service telephones to introduce themselves (provide them with a script if you think they're uncomfortable) 
10. Have the associates follow up with you that they've made contact and notes from comments (sometimes customers or prospects are more comfortable communicating with non-sales types)
11. Follow up AGAIN to touch base to see how they liked the first order/process
12. Learn from those that have become customers as to why they like the product or service to use as amunition with others

Hmmmmm that's definitely 10 touches just to get going.  Sometimes  I get to 3 with no return call -- the time when most sales people quit.  That is why I try 4.  After that, I will file  it for a month or so, never assuming that they don't want to talk to me ... just that I haven't struck a cord with their needs, their too busy, already  know who to call when the need arises or I will assume I will give up.  Yet I will continue to touch base periodically (diarize for 6 weeks or so) about new developments until they tell me o stop. If I'm doing that properly those communication follow ups will be relevant and of interest.

 While my immediate success rate has been rapid, there are steadfast tips you can learn from:

1. One of the most important elements is planning.  I plan my day as the other one ends.  I decide where I am going to call.  It also allows me to do e-mail or telephone follow up by creating a list of things to do.  That can mean, my next day will work around an appointment.  It allows me to get a decent sleep without thoughts of what I must do or forgot to do that night.  It also starts my day in high gear.
2. Sometimes gender and/or age may translate into being more relaxed.  That is irrelevant if you appear to be confident, conversational, not pushy, or follow their cues to get to the heart of why you're there
3. Take the time to present a professional polish (you better believe how you look conveys more than what you are selling)
4. Only use mints, NEVER gum:  one of my pet peeves with sales people - if you don't chew like a cow, you probably communicate arrogance (that is my personal opinion)
5. Always assume that you are intruding or interrupting,  beg for forgiveness, hand card first, introduce self, explain package then ask for who/best time to follow up
6. You may be amazed by how many business owners/decisions makers will sit down with at that precise moment or schedule an appointment on the spot
7. If they agree to talk, take the time to explain what you are offering, how others have benefit, interject questions, listening/watching body language for feedback to continue
8. If you see they are starting to zone out, ask a "following me" question or offer to come back another time
9. Don't be afraid to suggest saving  time by committing then/there
10. If they hedge, or are not expressing objections, asking questions, ask when you can come back to see them after they have had a chance to review
11. A non-aggressive, tactful approach oftentimes causes them to sign then.
12. Back to 9 above
13. Follow up with electronic means to contact
14. Follow up on how they like the service/product
15. Don't be surprised when they start calling with questions that turn into additional opportunities or referrals
16. ASSESS your results.  You can zero in on a market or niche based on where your success is coming from.  Is it seasonal?  Is it because its budgeting time?  Is it because they have budget to spend?  Is there a specific industry/prospect profile that closes more readily?  Is there a better time of day to call that is less intrusive?
17. Remember:  ALWAYS show up or call when you say you will
18. Send a personalized thank you note/card/postcard (NOT an e-mail) after an important meeting, when a customer buys your service or product OR after a referral ... this is so important, yet a forgotten art

The standards on activity for many organizations are not always defined, yet it is for us.  To cold call less than 10 a day is unacceptable.  We're launching a new program so it isn't like we have a lot of account management excuses to fall back on.  The high benchmark is 20 calls a day.  All calls tracked MUST be in person.  No telephone calls, e-mails are included.  Initially, I thought that sounded excessive but the organization wouldn't be who it is without doing its homework first.  I have discovered that it keeps me better focussed and I maximize my "in front of customer" time.

Typically results have been determined by activity and results.  Now, my experienced boss who was hired because of his direct industry experience, who also set the activity metrics,  further defines results by saying  that they'd rather have 10 cold calls a day with more sign ups than 20 cold calls a day with no sign ups.

Yet again, if you make the minimum calls and get the sign ups that should be suffice right?  Well, not exactly because if they don't engage the service, sales won't increase.  You will only have met activity and maybe even sign ups.  I've just reinforced what we're always told in sales:  Follow Up!   Hah!  If you exceed activity metrics there is also a good chance that you're skipping follow up which translates into less closing.  To make matters more confusing, if you don't have effective follow up, the engagement may be lacking when you try to sell too fast, which equates to less revenue increase.

If you spend less time following up, your chances of failing to increase sales are greater.

This customer is so rude!

A question was posted on LINKED IN by Desmond: "What's the most professional way of overcoming a client's professional discourtesy? i.e. Not returning phone calls, emails, or failing to follow through on committments, etc."

My response is that it is YOUR perception and not the clients that they are being discourteous. Are they really a client or are they a prospect? It sounds more to me that they are a prospect with a proposal you've provided and now they’re stalling. Why I say that is because if you have a true client/sales rep relationship, you will have gained permission to be on their active response radar.  You may not have earned the right to say they're being discourteous if you haven't established TRUST  (see earlier BLOG Who can you TRUST?).

I would turn the lack of response back on myself, asking myself why they may not be returning my calls or e-mails or whether I've established myself as an equal business partner.  That is someone with whom they are more inclined to take my calls because they associate me with "value".   It would tell me that am not yet considered someone who is there to help solve their problems or bring them information/services/products that they are looking for.

If they are a prospect, and they aren’t responding in the way you think they should, then I’d be certain that you have not given them a compelling reason for them to talk to you.  If buyers sense the only reason you are calling them is to "sell" them something, most people are programmed to avoid emails/phone calls from sales reps if they are not in the market for what you are selling or regardless if they've asked you to give them the proposal.  Face it -- circumstances can change from the time you were asked to prove the proposal.

Personally/professionally I always try to return calls and communicate that my needs are being taken care of at present, however, welcome updates to product offerings for such a time as I am researching/looking. Many buyers don't think the same way.  Consider the fact that some decision makers are simply busy, having less time to respond to every e-mail or telephone call.  Have you tried a real letter by snail mail, that shows that you've taken extra time on your end just after the meeting but before the proposal reminding them of the reasons why they considered you in the first place,  based on real results/improvements they'll have ($ or %)?

Desmond went on to highlight what perceived delays that gave cause to the perception they were being rude:

1. Agreed to pay on a certain date, and still hasn't;

2. A deposit is involved, but now they're asking for a free sample or preview

3. They agreed to call back with critical information to meet the deadline, and doesn't, but expects you to maintain your stated deadline

4. They fail to meet commitments for appointments, phone calls, follow ups, information repeatedly.

Desmond is right that they maybe stalling, however, I emphasize finding out the real reason. My first reaction, would always be direct and don’t skate around asking direct questions. There is always a logical explanation to what you perceive as a delay. An example could be to ask them if there is someone else in the organization that you should be talking to review the information with? Or come right out and ask "what is preventing them from making the deposit", or "how their schedule has changed from what was agreed on".

There are many disreputable organizations out there.  They cause viable business reasons as to why you may be asked to provide them with a sample or preview -- which can cause a stalemate or chicken/egg syndrome. Ask how the sample or preview is going to help go to the next step?  It may show that they don't have as much decision making authority as they've led you to believe and that there is someone else behind the scenes.  I would do what I could to  provide a "trial" or "sample" because hesitation on my end may communicate lack of confidence in what I'm trying to get them to buy.  If samples/previews are out of the question, then provide testimonials and references at the minimum.

If they're stalling on a deposit - that is telling you they may not have the money, have the ability to send the check or you are not dealing with the decision maker, but a gatekeeper.  You may have to face that you are wasting your time. Give yourself permission to let go.  Recognize that not every prospect is a good one and move on.  Spend  time with those you share a give/take healthy exchange.   Effective qualifying is why top performers get results (see BLOG What is Qualification in Sales?).  Be thankful to free up your time to spend with those that value what you are offering or can meet your criteria such as a deposit.

One of my first jobs in sales, I was asking questions of a veteran operations person ... and every answer came back to me that "clients lie".  (This may be a little over the top yet your support team can sometimes think this more often then they are telling you).  Relax, it is very common that people don't get back at agreed time but expect you to maintain the original deadline.

You may be forcing the issue because it is you or your organization’s target that is the deadline, not the customers. Sales gimics such as “first 100 customers” or “buy now and save” are to try to get a high conversion. I’d like to find a situation where if you have money in hand, all matters qued up, your sale will be turned away (of course, there are real circumstances, but far fewer, that actually are REAL deadlines). Give credit to buyers, consumers or decision makers that they are smart.

If you want to really establish long term relationships, I suggest you portray yourself as patient, empathetic and try understanding the real reason for the the perceived “rudeness”.  If nothing else, the customer REALLY does have a legitimate reason for 1-4.  It is your perception that they are not meeting what you need.  

Bottom line -- the CUSTOMER establishes the criteria/timelines/delays .... never the sales rep or their organization.

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