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Emotional Intelligence in Sales

We are used to regarding intelligence in terms of rational and logical thinking

The ability to reason and analyse based on pattern recognition, facts, and data.

However, there are also other kinds of intelligence ...

One type of intelligence is so-called emotional intelligence which in many ways is related to what we typically know as empathy.

Emotional intelligence is the ability to interpret other people’s feelings and emotions based on what they say and do but also based on body language, habits.
Recorded Nov 14 2017 42 mins
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Presented by
Jim Rees, ISM Fellow
Presentation preview: Emotional Intelligence in Sales

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  • The personal nature of productive technology Jan 29 2019 11:00 am UTC 30 mins
    Iain Sinnott – Sales and Marketing director – VanillaIP
    Key Takeaways:

    Technology is constantly evolving, and businesses are becoming more and more dependent on technology to run their businesses efficiently.

    Technology is transforming businesses and disrupting entire industries. One of those industries that has been heavily affected is sales.

    From prospecting to closing, today’s mobile, social, big data, and cloud technologies are revamping the sales process in ways that would have been unthinkable only a few decades ago.

    As a result, many sales organizations are embracing new technologies to drive productivity, profitability, and competitive advantage to revamp the sales process.

    With that in mind, here’s a look at some of the technological tools organizations are using to streamline the selling process:

    -Big Data
    -Social Platforms
    -Sales Force Automation Systems
    -Cloud-based CRM Technology
    -Mobile technology

    Reasons to Attend:

    -Why individuals need to be involved in the choice of business productivity tools
    -The different benefits different users derive
    -Why learning to work with salespeople is the best way for buyers to avoid white elephants

    Technology is constantly reinventing and improving, and the world is being constantly reinvented around it.
  • Agile Selling in the Age of the Informed Buyer Nov 6 2018 11:00 am UTC 30 mins
    Richard Barkey, CEO & Founder - Imparta
    The team at Imparta believes that Agile approaches – which have transformed the world of software development – are hugely applicable and significant to selling and to sales team development. In this session, Richard will provide insight into how an Agile salesperson can maximise value creation and win rates, and how Agile approaches can drive superior returns from sales training, especially when enabled by technology.
  • Why is sales coaching such a misunderstood development tool? Oct 16 2018 10:00 am UTC 30 mins
    Mike Lever, ISM Champion
    Key Takeaways:

    More than ever, sales teams are struggling with unqualified leads, missed sales goals, and lost opportunities.

    Increasingly, company and sales leaders are turning to coaching as a solution.

    And, why not? Executive and personal-effectiveness coaching have historically yielded great results.

    What we commonly see are sales managers and leaders who:

    -Don’t have time to coach
    -Aren’t sure what sales coaches are supposed to do
    -Don’t have access to the tools and resources that can help them get the most of coaching
    -Don’t establish a consistent rhythm of coaching conversations
    -Can’t lead a great coaching conversation

    Reasons to Attend:

    This webinar explores the clear link and transferable skills from selling to coaching.

    We will bust some of the myths about coaching and show how you can turn on your coachees (the person you are coaching) internal voice.

    We will share with you our experience of supporting new directors, managers, and supervisors taking a coaching approach by learning to ask not tell.
  • Why don’t your salespeople do what they need to do? Oct 9 2018 10:00 am UTC 30 mins
    Mike Lever, ISM Champion
    Key Takeaways:

    Are your salespeople not feeling the love from their prospects?

    Struggling to have long and meaningful conversations on the phone? They are not alone.

    In this webinar, we will explore why you and your sales team might be avoiding the things you really need to do.

    We will look at confidence and comfort zones in a selling environment.

    You will also get an introduction to the ABCD of you, your Awareness, Bias, Comfort zone and Decision-making.

    This is a must if you and your salespeople need to know more about what makes you tick

    Discover how you might go about improving your personal performance.

    Reasons to Attend:

    To be effective, they must understand the game has changed and their approach needs to change too - discover that:

    -Self-service has redefined sales
    -Prospects need a trusted advisor
    -Meaningful conversations are key to closing
    -Close the distinction between sales and marketing

    You need to adopt it sooner than you think, as the self-service world is not going away - and your competitors know this too.
  • Your customer journey is broken and here are three things to help you fix it Oct 2 2018 10:00 am UTC 30 mins
    Nevil Tynemouth, ISM Champion
    Key Takeaways:

    Let’s face it: There are many fragile – and oftentimes broken – moments in the customer journey.

    Departmental handoffs and changes in the channel, for instance, add complexity and threaten to derail purchases and sometimes harm loyalty.

    So how can you bridge those gaps and deliver the seamless experience your customers really want?

    Reasons to Attend:

    While the customer journey is fraught with troublesome grey areas, don’t fret. Focus on the following areas instead:


    This is based on our work on the psychology of consumer behaviour.

    The real customer journey, challenges you to see things from your clients and customers perspectives.

    We look at the emotional drivers and associations your consumers and potential consumers have.

    We will introduce you to the green line and what you need to do to put your customers in a positive emotional state and how this benefits your business.
  • How to create the self belief and self confidence to sell brilliantly Sep 25 2018 10:00 am UTC 30 mins
    Leigh Ashton
    Key Takeaways:

    This webinar is for you if you struggle with sales or specific sales activities and will open the door to understanding how you get in your own way of sales success...and how to develop a winning sales mindset that attracts success!

    Reasons to Attend:

    -Discover how your thoughts impact on your sales results
    -Learn how to identify your inner barriers...and how to eliminate them
    -Create your personal way of generating consistently great sales

    Many people feel uncomfortable selling. Part of it is to do with rejection – people saying “no” to you.

    Another part of it is to do with ethics – we don't want to be seen to be taking people's money!

    However, selling is not what it used to be.

    You can only succeed – in the long term - if you give value and help customers.
  • The Art of Sales and Management Recorded: Sep 4 2018 50 mins
    Laurence Winmill, ISM Fellow
    I keep saying to business owners, C-Suite Executives, Managers and Employees that nothing happens in business until somebody sells something.

    That’s the message of this webinar. Great organisations are those that understand people, create and adapt process and manage with empathy and leadership that inspires everyone in the business to work, breathe and share the core values that underpin everything the brand stands for.

    Sales is all about people and the messages focus on why selling is an emotional experience and the essential human characteristics needed to be successful. It’s not about glittering CV’s or past reputation it’s about what you believe and how persuasive and authentic your messages are during your conversations between you and the client.

    However, structure and processes that keep the business on track are an important part of any organisation’s success and having the right leaders in place that understand people and live and breathe the visions and values of the company is an essential part of the machine.

    Great people, processes that work and inspired leadership is what this webinar is all about.
  • How to Build a Powerful Partner Sales Channel & The 13 Mistakes to Avoid Recorded: Jul 24 2018 61 mins
    Marcus Cauchi, ISM Fellow
    Are setting up a new channel or trying to revitalise an old or underperforming sales channel?

    Have you invested time and money recruiting partners but feel disappointed they aren’t producing or have fallen silent?

    Do partners bring you requests for duck-shoot demos that result in sales cycles that seem never to close?

    Channel Partner Sales Managers have one of the toughest jobs in sales or sales management. They have to:

    * Lead and manage without power
    * Carry large targets and are responsible for key accounts
    * Recruit partners who produce predictably & consistently
    * Get the best out of partners
    * Create and maintain engagement across partner organisations (sales, technical & management)
    * Help partners make good money and stay committed & loyal

    If you want to gain marketshare and expand quickly, identifying and selecting the right Channel Partner Sales Managers can be the key. Providing them with the correct tools and resources is essential.

    Join us on 10th July for a webinar introducing a radical new approach to channel sales development.

    Ideal for:

    * Startup businesses looking to build a channel from scratch
    * Established business experiencing erratic or disappointing channel performance
    * Companies looking to launch new products and services
    * Companies launching into new markets
    * Direct sales organisations looking to reduce their sales costs & headcount without a loss of earnings or quality
  • Onboarding: How to Turn an A-Player into a B-player in Under 4 Weeks Recorded: Jul 17 2018 49 mins
    Marcus Cauchi, ISM Fellow
    You’ve just hired James Bond on to your sales team and you have high hopes for his performance. Assuming you really did hire James Bond and not Mr Bean in a Tux, what can you do to ensure disappointment?

    Why! Fail to do a proper onboarding process! Delude yourself into thinking you hired an adult, a professional, someone who can be depended on to hit the ground running. “John is a big boy and doesn’t want me crowding him. I’ll let him get on with it.”

    This is called management by abdication and is one of the cardinal sins of sales management.

    Onboarding is the lost element of successful recruitment. The best sales managers have a 120 day onboarding plan for new hires. Why 120 days? Because that is the probation period a new hire is typically putting you (their manager, the job they actually bought, the company and the other people on the team) on in case they believe they have made a bad choice of career move.

    You’ve invested time and money in attracting them, selecting them, offering them, legal & HR costs, managing their notice period, paying them, training them and you risk blowing your winnings because you’re too busy, too stupid or too lazy to finish the job you started!

    Onboarding is not about giving them an Ops & Employee Manual to read, giving them some product training and provisioning them with passwords, a laptop and a phone. Those are the tiniest part of a good onboarding process. Onboarding should set up a new hire for success. It should be structured and confirm that you have made the right hire. It should tell you quickly if you haven’t so you can hire slow and fire fast.

    A reliable onboarding process needs to cover 3 things:

    * What do they need to know?
    * By when do they need to know it?
    * Where can they find it?
  • Why Your Sales Manager Is Your Biggest Liability Recorded: Jul 10 2018 53 mins
    Marcus Cauchi, ISM Fellow
    We all think we know the cost of a wrong hire in sales. Many of us have paid the heavy price, but we often do we overlook the person whose job it is to hire the best and get the best out of them, the Sales Manager. If you think hiring the wrong salesperson is expensive, you can multiply that cost by 5-10x when you hire the wrong sales manager.

    * Does your manager try to manage the numbers?
    * Is your manager focused on being a supervisor?
    * Do they treat recruitment as a chore and an interruption to their real job?
    * Are they taking too long or failing to manage turnover?
    * Are they managing from an ivory tower?
    * Do they confused training with coaching and why does this matter?
    * Do they rescue & accidentally create a culture of upward delegation & learned helplessness?
    * Do they believe the excuses they hear?
    * Are they more concerned with being liked than being effective?
    * Are they inconsistent or lack clarity?
    * Do they do what was done to them?
    * Are they blaming their salespeople instead of taking responsibility for fixing the problems you need them to fix?
    * Are they focused on the helping the wrong people?
    * Are they worried about playing favourites?

    If you answered “yes’ to any of these questions YOU have a problem.

    A webinar for owners, CEOs and sales managers who are brave enough to look into the abyss. Not for softies!
  • Secrets of Successful Sales. Pillar 3&4: Sales Strategy and Confidence Recorded: May 29 2018 33 mins
    Alison Edgar
    Key Takeaways:

    Over three webinars, Alison will share her Secrets to Successful Sales focusing on her Four Key Pillars of Sales methodology.
    Alison will teach you the strategies and processes she used to build her own business and become One of the UK’s Top 10 Business Advisers.

    -If you want to hit a target?
    -Or better yet, exceed target?
    -Maybe even grow a business?

    Then you need to tune into these webinars with Alison Edgar, The Entrepreneur’s Godmother.

    Reasons to Attend:

    Webinar 1- Pillar 1: Understanding Behaviours

    -This webinar is split into two sections, strategy and confidence.
    -Everyone needs a sales strategy, if you don’t know where you’re going, how are you supposed to know where to start?

    I’m going to the strategy that helped me become One of the UK’s Top 10 Business Advisers and got me to where I am today.
  • The Death of the B2B Salesperson Recorded: May 22 2018 34 mins
    Mike Wilkinson – MD of Advance
    Key Takeaways:

    Forrester forecasts that 1 million US B2B salespeople will lose their jobs to self-service eCommerce by the year 2020.

    Yet too many of today’s B2B companies still insist that B2B buyers interact with sales reps to complete a purchase.

    For a minority of customers who are buying complex and expensive products and service talking to a sales rep can be a value-added experience.

    But for the majority of B2B buyers who are self-educating online about products and services, or who already know what they want, the diversion is inconvenient and unwelcome.

    Reasons to Attend:

    Mike discusses how B2B companies that want to stay ahead of the curve must reshape their channel sales strategies and fundamentally rethink the role of their salespeople by:

    -Expanding the role of self-service eCommerce.
    -Pairing specific buyer archetypes with certain sales archetypes.
    -Delivering a digitally enabled B2B selling model
  • Secrets of Successful Sales. Pillar 2: Sales Process Recorded: May 15 2018 48 mins
    Alison Edgar, ISM Fellow
    Key Takeaways:

    Over three webinars, Alison will share her Secrets to Successful Sales focusing on her Four Key Pillars of Sales methodology.
    Alison will teach you the strategies and processes she used to build her own business and become One of the UK’s Top 10 Business Advisers.

    -If you want to hit target?
    -Or better yet, exceed target?
    -Maybe even grow a business?

    Then you need to tune into these webinars with Alison Edgar, The Entrepreneur’s Godmother.

    Webinar 2: Pillar 2: Sales Process

    -Like anything else, sales is a process.
    -Following the process helps to maintain quality and prevents you from making the old age mistake of ‘selling too soon’.
    -You will never sell to everyone, even Apple haven’t figure out how to do that, but if you know the sales process you will certainly sell to a lot more.

    I genuinely believe when delivered correctly, sales and customer service are exactly the same thing.

    That’s why, my sales process shows you how providing great customer service can help you seal the deal.
  • The Missing Link: Measuring the Impact of Sales Enablement on Sales Performance Recorded: May 8 2018 42 mins
    Mike D’Angelo, Sales Director, Qstream
    Key Takeaways:

    For many organisations, there’s a persistent gap between sales enablement and selling – one that makes it difficult to connect the influence of training and technology investments to the business results sales leaders care about most.

    Reasons to Attend:

    During this session, we’ll discuss a new approach to aligning performance, productivity and proficiency that brings sales leadership and sales enablement pros together, aligned to a set of shared metrics and business outcomes.

    -The common pitfalls of traditional sales enablement
    -Why proficiency can be your secret weapon in driving performance
    -The build vs. buy argument of sales development
  • Secrets of Successful Sales. Pillar 1: Understanding Behaviours Recorded: May 1 2018 49 mins
    Alison Edgar, ISM Fellow
    Key Takeaways:

    Over three webinars, Alison will share her Secrets to Successful Sales focusing on her Four Key Pillars of Sales methodology.
    Alison will teach you the strategies and processes she used to build her own business and become One of the UK’s Top 10 Business Advisers.

    -If you want to hit a target?
    -Or better yet, exceed target?
    -Maybe even grow a business?

    Then you need to tune into these webinars with Alison Edgar, The Entrepreneur’s Godmother.

    Reasons to Attend:

    Webinar 1- Pillar 1: Understanding Behaviours

    -People buy people.
    -It’s a lot easier for us to sell to people we like, but what about those we don’t.
    -There are some people we just don’t understand.
    -Understand your customer behaviours and adapt to those who are not like you.

    Once you understand your customer’s behaviour and how they buy, it became a lot easier to sell to them. The webinar will teach you how to sell to more people and exceed your goals and targets.
  • Procurement Part 2: Reducing Buyer Opening Demands Recorded: Apr 10 2018 41 mins
    Sue Preston, Managing Director
    Key Takeaways:

    The webinar takes participants through a journey from 'reacting to responding' to unreasonable Buyer demands and participants will start to build a toolkit to help maintain control of the outcome of any Negotiation

    Reasons to Attend:

    By the end of this webinar event participants will have:

    - Understood the motivation behind buyer demands.
    - Developed strategies to ‘respond’ rather than ‘react’
    - Created a toolkit to respond to and counter aggressive buyer behavior
    - Commitment to the application of new tactics
  • Procurement: Part 1: Successful Telephone Negotiations Recorded: Apr 3 2018 43 mins
    Sue Preston, Managing Director
    Key Takeaways:

    This webinar aims to provide participants with a 'foolproof' plan for all telephone Negotiations.

    Many Negotiations are held over the phone today when buyers can 'catch us out' if we are not fully prepared.

    Attend this webinar to ensure you are driving better outcomes from any telephone negotiations.

    Reasons to Attend:

    By the end of this webinar participants will have:

    - Explored the advantages of telephone negotiations
    - Explored the disadvantages of telephone negotiations
    - Created a 'foolproof' preparation document
    - Committed to applying the learning to their real-world telephone negotiations
  • Overcoming Objections through Creating Certainty Recorded: Mar 20 2018 24 mins
    Paul Blair, ISM Fellow
    Key Takeaways:

    Every objection stems from one reason.

    Discover the different types of objections, the mentality behind them, and techniques for handling objections. The way someone handles objections – whether they appear in sales, social settings, dating, politics or sports – is a mark of their character.

    -The lack of certainty is the root cause,
    -If they trusted you, they would believe in you
    -But people are naturally skeptical, especially of strangers.

    Reasons to Attend:

    Being a great salesman means you influence the communication, while simultaneously allowing the prospect to engage fully.

    The key point here is that whoever is asking (the right) questions is the one who is influencing the call.

    Questions are proactive; answers are reactive.

    No matter what you’re striving for, obstacles are always going to stand in your way.
  • How to Find and Approach Your Ideal Clients through LinkedIn Recorded: Mar 6 2018 53 mins
    Tom Mallens, MD of SI Media Ltd
    Key Takeaways:

    Wondering why you’re not getting the results you expected from LinkedIn?

    Maybe you should take a closer look at your profile.

    With this tool, you now can engage with your connections, as well as with your connections’ connections (your second-degree network), and even with their connections (your third-degree network).

    But before you can do this, you need to know how to make the most of your LinkedIn account and address:

    -Your Profile
    -Location and Industry
    -Current/Previous Experience
    -Contact Information
    -Endorsements and Recommendations

    Reasons to Attend:

    -Spend the time and go the extra mile to increase the response rate of your leads many times over.
    -Each marketing strategy has a different purpose, to develop a process for your approach.
    -LinkedIn is a great tool to identify and research potential clients and to make the first contact.
    -Mention who you are, why you are reaching out, show what you have to offer
    -Never go for the sale in that first message or invitation since this can put people off.
    -When the potential client turns into a contact, then you can send the “warm” e-mail and talk about how you can help them

    Bottom Line: Identify, Research, and Introduce Yourself.

    Social prospecting and marketing is not a numbers game.
  • 3 Tips for Selling to the Senior level Execs Recorded: Feb 20 2018 50 mins
    Tim Robertson, ISM Fellow
    Key Takeaways:

    Most of us want to have better meetings with senior executives.

    -Meetings that feel like conversations, not pitches.
    -Meetings that build deeper relationships.
    -Meetings that uncover more ways in which they can help their customers.

    Selling to Senior Executives can be difficult and getting the first meeting can be a real challenge.

    But, in my experience, the most difficult part is not getting the first meeting. It's getting the second one. Or the third one.

    It's keeping the relationship going.

    Reasons to Attend:

    When selling to Senior Executives, this is exactly how you need to come across in your meetings and using these three tips will help get you there.

    -Do Your Research
    -Plan Each Conversation with a Goal in Mind
    -Be Confident and Poised

    Using these three simple tips when selling to Senior Executives will get you out of "fight or flight" mode, and firmly back to where you belong: in control of the conversation.
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The ISM is a not-for-profit membership organisation representing sales professionals in the UK and internationally. By supporting sales executives, managers and leaders in their careers, and by improving professional sales standards, we benefit our members, their organisations and, ultimately, the wider economy.

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  • Title: Emotional Intelligence in Sales
  • Live at: Nov 14 2017 11:00 am
  • Presented by: Jim Rees, ISM Fellow
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