Sales Email Tracking Software: Is It Worth It?

Sales reps are under pressure to track and report: Dials, calls, meetings, email sends and open rate. Not to forget, email clickthrough and download rates. All tracked by sales email tracking software. But is all this tracking worth it?

Sales reps are under pressure to track and report: Dials, calls, meetings, email sends and open rate. Not to forget, email clickthrough and download rates. All tracked by sales email tracking software. But is all this tracking worth it?

If yes, how do we know? Why? Says who?

Certainly software vendors espouse the benefits of knowing X, Y and Z data. Tools like ToutApp, HubSpot, MixMax, Yesware and But what sales outcomes are generated better thanks to sales email tracking software?

More importantly, what behavior does all this measuring encourage among sellers? Is tracking software good for sellers, considering the outcome demanded of them? (sales conversations)

The Problem With Sellers as Marketers

Sales reps are increasingly being held accountable for marketing statistics. This is problematic. Because measuring B2B inside- or field-sellers against marketing outcomes encourages them to write, speak and act like marketers.

Email tracking is a key culprit.

Here’s the rub: Sellers, by definition, need to start conversations with customers. Starting early-stage C and VP level discussions demands superior B2B sales communication skills.

Not marketing skills.

If we’ve learned anything in the last few years it’s this!

Too often our sales-focused communications practice sees reps sending pure marketing-speak within email (and voicemail) messages. Results are close to zero on the sales outcome side.

In the words one client:

“Our Inside Sales team is nothing more than virtual assistants who push marketing messages in hopes of setting meetings for reps. Lead quality is so poor I’m not taking any more appointments from our Inside team.”

This trend gets to the problem with social selling: It’s not. It’s social marketing.

Personal branding. Engaging with insights. Being seen by customers as a thought leader. In theory it sounds great. In practice, sellers are pushing marketing messages at customers. These marketing ideas are hurting sellers’ ability to start conversations with customers.

All because of how sellers communicate with clients.

B2B customers are not on social media waiting to be sold to. And if they are they’re already being marketed to by marketing teams! They know what a marketing message sounds like and don’t need any more of them.

The Truth About Sales Email Tracking

I question the validity of encouraging sellers to write in ways that earn downloads and opens … at the cost of earning replies and client conversations. Sales email tracking software encourages sellers to behave like marketers. This is counter-productive to generating sales outcomes.

Tracking quantitative stats is one of many lousy ideas being foisted upon sellers the last five to 10 years by “experts” who have something “new” to sell.

I’m not saying these tools aren’t good. Yes, they are useful. But the way they’re being applied is wholly irresponsible in many cases.

Like social selling, sales email tracking software tools are discouraging good sellers from trusting their instincts as good communicators. Good communications doesn’t scale very well.

Likewise, this marketing-focused tracking teaches inexperienced sellers to push marketing messages. All in hopes of achieving greater marketing outcomes!

This only hurts reps’ ability to earn replies and start client conversations. If I didn’t see so many sellers and sales organizations struggling to earn conversations with clients I might feel otherwise.

Marketing isn’t evil. It’s just not appropriate in a sales context. There is a difference between sales and marketing automation. Respect it.

The Problem With Sales ‘Campaigns’

Marketing is creeping into sales. Modern, digital (yet under-performing) sales forces create “campaigns.” They use email tracking software to measure opens, clickthrough rates (to links within emails), download rates (offers within emails).

Sales reps send campaign emails that include “opt out” links. Opt out links? Yes. So the customer can opt out of the “campaign.” The campaign?

Trouble is, most outbound sales email sequences feel like campaigns to customers. The moment a rep’s emails feel like part of a mass emailed sequence he/she is done. It’s over. You get marked as spam. Not to mention not getting replied to.

Sales email sequences are reading too much like newsletters potential clients haven’t subscribed to. Clients generally opt in to receive marketing newsletters. But they don’t choose to get cold emails. Thus, marketing-esque email copy ends up feeling like spam.

Increasingly, poorly executed marketing copywriting — shoved into sales reps’ automated campaign emails–drives customers to mark sellers’ messages as spam. This damages web domain reputations of sending organizations.

Another example: Focusing on tracking tools encourages sellers to sabotage their messages’ deliverability and readability. I cannot tell you how many sellers sabotage themselves by attaching PDF documents to cold email messages.

Sellers push value at customers who don’t ask for it. Reps create calls-to-action when they only serve to repulse customers. And sellers begin to make ill-informed outreach decisions based on data that is, actually, highly unreliable.

Email Open Tracking Is Unreliable

Here’s my biggest beef. Email tracking software is being used by most sales teams to in ways that tempt us to turn bad data into facts that are not facts at all.

Open tracking technology is imperfect; at times wholly unreliable. In theory, knowing if and how often the email is opened is great. But in practice your tracking software may not see “opens” from prospects who have opened. Likewise, many tools report a client “opened” when they have not opened. Technical reasons why include:

1. The recipient isn’t connected to the Internet.

2. Some mobile phones and email clients download images by default. A 1×1 pixel image is used by tracking tools. Consequence: even if the recipient has not opened the message, you will see it as a false positive — “opened.”

3. Some web-based email clients, corporate email clients and Android-powered phones block images by default. Consequence: even if the recipient opens the message, the sender’s server doesn’t count the email message as being opened.

Breaking Away

If all of this email tracking seems common to you, yes, it is. But organizations on the leading edge are quietly breaking away from the pack… training sellers to act like sales people, not marketers.

And they’re reaping rewards.

I get it. We want to fulfill a reasonable urge. We want to know if sending an outbound email message is reaching a recipient or not. But at what point do marketing-rooted desires like this (in aggregate) get in the way of a sales teams’ ability to generate more sales outcomes?

What is your experience lately?

A Popular Sales Email Best Practice to Avoid

Misrepresentation in cold email outreach and social selling is rampant. In fact, it’s becoming a mainstream idea. The result is a popular, yet ineffective, sales email best practice among inside sales teams.

Misrepresentation in cold email outreach and social selling is rampant. In fact, it’s becoming a mainstream idea. The result is a popular, yet ineffective, sales email best practice among inside sales teams.

I’m talking about blatant lying. Faking sincere interest in a prospect as a means to tricking them into a self-centered pitch and/or meeting request.

“What’s the biggest challenge you have as a vendor or service provider?” asks sales trainer, Scott Channell, in a recent blog post.

His answer: Your prospects don’t trust you.

“They have been on the receiving end of too many exaggerations and lies,” says Channell, who then asks, “How much sincerity do you have to fake to earn trust?”

Think this isn’t happening in your organization or daily practice? It may be.

What It Looks Like

“Hey, Jeff. Love what you’re doing at Communications Edge …”

Reality: The seller knows nothing about what my business is doing lately.

“Hi Jeff, I am very interested in what you are doing and wanted to invite you to combine forces to help your business have more exposure …”

Reality: In most cases, the sales rep is not interested in what I’m doing. Because they have no idea what I’m doing. The rep is interested in creating the illusion of interest … all aimed at earning my gullible response.

“Hi Jeff, I came across your website this weekend and was really impressed by your expertise. I was wondering if you had ever thought about teaching online? I think you could teach a great marketing class …”

Reality: The rep is not impressed. Because they’ve not examined my expertise. I’ve been teaching online for years. That fact is obvious if you invest 10 to 15 seconds in noticing. This seller could not be impressed by my expertise without noticing that fact.

Why do I mark such messages as spam, so quickly? Why are your potential customers doing the same?

Because I’ve made myself vulnerable once too many times. So have your customers.

We’re being trained by sellers to distrust sellers.

Saying whatever is needed to trick prospects into speaking is, currently, fair game. It’s a sales email “best practice.” Insincerity is, right now, a mainstream component of sales prospecting culture. So what’s the big deal?

Do Your Emails Reek of Insincerity?

Making ourselves vulnerable cuts both ways. It’s the open, kind thing to do when receiving an email appearing to be genuine. Offering consideration to anyone who asks for it, especially the sincere, is smart. Humans are programmed to naturally think positively — maintain an “abundance mentality.”

But trick me three or more times and shame on me! Hence, we all learn to distrust sellers who exploit our willingness to be vulnerable. Because it takes too much effort to sort the truly sincere from the (fake) “sincere.”

In the end, sales (and your brand) earns a bad reputation.

“Buyers have seen it all,” says Channell.

“As soon as they sense a whiff of insincerity, or that their time is being wasted, you are done. And for those that do agree to speak, the no-show rates (to meetings) are high and the closing rates are low.”

“Your closing rate is going to be lower when you start the relationship faking genuine concern and interest or rely on gimmicks. That sales relationship is built on sand.”

Lies? Misrepresentation? Surely this could not be true in your situation.

But if your inside sales team practices activity based selling (ABS) you may have reason to pause.

Most inside sales teams are becoming defacto marketers — ramping up activity “touch points” to scale outreach. More meetings or demos demand more emails, voicemails … more outreach.

This is leading to a dangerous need: Looking sincere, authentic and relevant to large numbers of people using mass email.

But is your sincerity being seen for what it actually is? (insincere)

The Problem With Activity Based Selling

The ABS culture, mentality and practice is all about the numbers. ABS helps managers know how many proposals it takes to get one deal… and how many meetings are required for a proposal… and, thus, how many calls and emails must be sent for one meeting.

With ABS, success is reduced to squeezing more activities out of inside sales reps. But there’s a hidden problem emerging: Communications techniques reps are resorting to when communicating “at scale.”

Lying. Insincerity.

Indeed, how much sincerity do you have to fake to earn trust?

To be fair cold emailing prospects isn’t about earning trust. It’s about earning a response. I get that. But how effective is it to earn replies using an insincere advance?

What kind of conversations can you expect? In my experience you may earn conversations with unsuspecting prospects. But once you engage in honest discussion (revealing your trickery) they quickly back out of the “conversation.”

Have you ever traded emails (or LinkedIn messages) with someone and suddenly realized, “hey… wait a minute, this isn’t about me after all… this ‘conversation’ is purely about them! They tricked me into listening to a sales pitch!”

Let’s set aside the issue of sabotaging one’s ability to close deals. How many times does it take for prospects to learn the pattern—becoming skeptical about all all inbound emails they receive?

A Sales Email Best Practice That Isn’t

“I talked to a team last week who was sending automated emails on their first touch and getting a 1.5% reply rate,” says Ryan O’Hara, VP or Marketing at LeadIQ.

“I asked the sales manager, ‘Hey … why are you guys doing something that only works 1.5% of the time?’ … they told me… ‘We need to hit our activity goal.’”

“We ran our numbers across the entire sales team and the results showed that we have to do 150 activities a day to hit our stretch goal for the year. We need each sales rep to get one or two good responses a day … to hit their quota of 10 opps per month.”

Not surprisingly, O’Hara reports the sales team had a 4.8% unsubscribe rate. The client was pushing more people out of their funnel than putting in.

Examine your sales communications technique today for any faux sincerity and misrepresentation. Seek and destroy!

Email Subject Lines: The Worst Advice You’re Probably Taking

How believable are these statements about email subject lines? This cold email subject line earns a 34% open rate for a B2B software company: “[first name], quick call next Tuesday?” This subject line earns a 42% open rate: “Time to meet?” If you’ve sent any cold email lately, you’ll be laughing right about now.

How believable are these statements about email subject lines? This cold email subject line earns a 34% open rate for a B2B software company: “[first name], quick call next Tuesday?” This subject line earns a 42% open rate: “Time to meet?”

If you’ve sent any cold email lately, you’ll be laughing right about now. These are two of the worst performing subject lines these days …  based on my personal experience sending cold email, as well as my wider experience coaching B2B sales reps.

Yet, these claims are being made by a sales email automation software provider. In fact, these particular subject line claims come from a respected, growing software-as-a-service (SaaS) company. They’re publishing a guide book of subject line advice.

So are these subject line claims fact or fiction? It matters not. What matters is there’s a fox in the hen house.

Who Do You Trust With Sales Email Strategy?

Where do you/your reps turn for sales email best practices? How are you educating sales reps … or how are they educating themselves on email subject lines? Who do you trust with the email writing portion of your sales prospecting strategy?

Googling templates can be dangerous. You won’t find a better-than-average way to start email conversations via Google. Because Almighty G is everyone’s top go-to source for subject line short-cuts.

Most demand generation, marketing, sales enablement pros and reps are turning to software vendors claiming communication expertise. Yet 95% of folks I meet experience complete lack of success using these tips.

Here’s why: The tips and advice are garbage. There’s no other way to put it and I won’t single-out any one provider.

Yes, I admit, it seems logical … turning to vendors providing sales email automation tools. But most organizations fail to realize: trusting software vendors ensures sending sellers to market with sub-par email subject lines and messages.

In fact, it guarantees:

  • sending them to battle with messages competitors are using
  • encouraging reps to form self-defeating communications habits

You cannot afford to invest in this kind of advice. It’s free but it’s not serving your best interest. It threatens you/your team.

The Truth About Your Software Vendor

Software companies are not communications experts. Period.

No, sales automation and engagement software providers aren’t evil. I get that. Many of these tools are quite handy. But setting email strategy based on advice from software providers is dangerous and foolish. Because they are not communications experts. They are tool experts whose clients need communications expertise … to use the tools.

It’s easy (for SaaS providers) to provide communications advice that won’t hurt clients, but won’t help either. Investing in quality communications expertise for software companies is not part of the SaaS business model. Even LinkedIn has invested in communications expertise to support its larger Sales Navigator clients, investing upwards of $200,000 annually.

Yet many of these sales teams end up knocking on my door… asking for help with communications technique. They often recognize LinkedIn’s communications tips aren’t on par and, in fact, are being handed out to competitors.

Relying on software vendors ensures zero competitive edge. Your tool is great. But your tactics are outdated.

Flawed Logic and Secret Formulas

Here are just a few examples of what sales automation software providers are telling prospects and customers who use their tools. They go as far as claiming to have “secret formulas.”

Catchy, compelling email subject lines will vastly increase your email open rates and engage prospects. 

This is simply not true. Catchy fails terribly. In practice, attempts to compel also fail miserably. What software vendors don’t understand is how readers are numb to catchy, see right through such attempts. They are also spotting anyone who tries to compel them into opening. Catchy & compelling don’t work. This kind of advice is clearly coming from a marketing person.

Effective email subject lines are direct, straight to the point and crystal clear.

Wrong again. Cold email arrives without context. Prospects have not opted-in to receive it. The more specific your subject is about the message contents (and your goal as a seller) the lower open and response rates it earns. From your target’s perspective, they don’t need to open when the subject indicates, “this is a cold email about a subject that 15 sellers per day email me about… to sell me.”

They delete, without hesitation.

Performing email subject lines are personal, directly reference the company or the prospect’s name.

While this is true in a minority of cases it is a disingenuous statement. Truth is, this is an old marketing ploy that also fails to work in most B2B contexts. As time progresses this tactic is trending negative. Using a database merge from your list into the subject line is, actually, a tell-tale sign of spam for humans and machines. Prospects and spam guard tools easily find and mark these subject lines as spam. Again, not in all cases but increasingly across B2B.

Marketing Creep

In most cases, marketing staff write B2B email messages for reps to apply. And/or reps turn to marketing materials, cut-and-paste into emails and press send. Marketing is creeping into sales emails and it’s not helping. For example, calls to action. We are told:

Good subject lines include a call to action.

I honestly don’t know how anyone could take this seriously… yet many folks are. Calls-to-action are inherently marketing-oriented. If you want your B2B sales prospecting email to get opened, and read, do not include a call to action. Using a call to action in your subject is a tired marketing concept, not appropriate for sales.

“RE:” and “FWD:” are powerful when used appropriately.

In other words, tricking your target prospect (into believing your cold email is, actually, part of an on-going conversation) is good practice, “when used appropriately.”

Is there ever a time to trick your prospect into believing your communication is part of something it is not? Only a marketing person could suggest this filthy tactic.

Do yourself a favor: Don’t use this technique. I know many people who do (and are successful at starting conversations through trickery) but be careful of the negative repercussions… including forming habits that, ultimately, will sabotage good communications habits. Use your precious time to start honest dialogues with prospects. Don’t insult their intelligence.

“[first name], quick call next Tuesday?” is effective at earning opens because prospects like to see their name & appreciate yes/no emails.

Truth is, in a B2B context this stopped working for 90% of us about 10 years ago. Most B2B decision-makers receive dozens of pre-mature, cold meeting requests per day. Some receive over 100 per day. If you’d like to signal, “One of the steady stream of sales reps asking for your time to sell you something” feel free to use this subject line and subscribe to this outdated logic.

Remember: You won’t find a superior (let alone effective) way to start conversations by copying everyone else, based on what you found on Google. Avoid turning to software vendors claiming communication expertise. Otherwise, what has your experience been?

Should You Be Cold Calling When ‘Social Selling’?

Ever notice how the argument against cold calling is actually against cold pitching? (a concept that has never worked in B2B.)

Mobile megaphoneEver notice how the argument against cold calling is actually against cold pitching? (a concept that has never worked in B2B.)

“The best cold call I ever overheard was 15 minutes of a sales development rep (SDR) discussing how the consolidation and vertical integration of the optical industry made it harder for new players to gain space on the board in the shrinking independent retailer market,” says Brandon Gracey, VP of Sales at Handshake Corp.

“If that leaves you scratching your head, it’s probably because you don’t work in the optical industry. Neither did the SDR in that call, but he booked a meeting with a prospect who eventually bought from us. In part because of that call and how we understood their industry and specifically addressed their challenges.”

Gracey says every buyer out there is receiving the same “Who should I talk with?’” email, going through the same screening, getting the same spin about “a product specialist who will be able to dive into that deeper.”

Fact: Successful B2B sellers use cold calls (not just email) to open discussions; not pitch.

Top sellers find prospects, qualify buyers and close them — using all available tools.

Want to consistently out-perform your peers? Become a superior researcher, be a diligent hunter and an exceptionally un-biased communicator. Don’t make calls biased to the meeting or demo you seek.

Don’t ask for the outcomes you want. Avoid having them on your mind.

Instead, use the phone to facilitate change-focused conversations that put customers in control.

An Absurd Debate

“Some CEO is in his office, busy running the company, a thousand things on his mind and suddenly … ring ring ring … ‘Want a demo?’ Some pimply faced SDR is pushing a demo on this dude,” says Noah Goldman, adviser to CEOs of early stage companies.

“Think of the absurdity of it … and you wonder why your cold calling sucks?”

“You wonder why your ‘opportunities’ (Hint: they never were opportunities) push or go dark?”

If you’re using the phone to prospect, successfully, you’re not cold pitching. You are helping buyers either qualify-out or get ready to buy.

What Is a Cold Call?

“If you ever walked up to a stranger at a bar and said ‘h=Hi,’ that was a cold call. But unless you were a total dunce you didn’t say, ‘Hi … want a date?’ right off the bat,” says Goldman.

There’s nothing wrong with cold calling — people do it every day.

“There’s a little preamble that is required. And you know that! So why would you treat your sales communications differently?”

Goldman says cold calls:

  • serve to move you from unknown entity to known entity…
  • do this in a way that is well received…
  • over some medium that is well received.

However, he also says we endanger the entire process when we ask for things that are unreasonable — given that level of familiarity.

“So the next time you think of cold calling … and fear shoots down your spine … realize that’s a sign that, yes, you are doing it wrong,” says Goldman.

“You are asking for too much. But when you step back your asks … and things become more comfortable … realize that’s a sign you are doing it right.”

Proof: Calling Works in Most B2B Scenarios

Meet Mark Hunter of Omaha-based The Sales Hunter. He has a story of coaching a large national sales team, where his reps were selling to IT departments:

“We had huge success by integrating the telephone, email, social media and even in-person meetings together. The sales reps who had the most success were the ones that used the telephone the most,” says Hunter.

There were reps who claimed the phone didn’t work. In fact, they fought it.

“But it was a short fight,” says Hunter, “because their results were so poor. The phone worked because it was used in conjunction with other prospecting tools.”

The First Step to Better Cold Calls

Success in sales demands a facilitative communications technique. But where to start?

Re-frame it: What if the purpose of your call wasn’t to get anything? (e.g., information qualifying the prospect as a buyer)

What if you put the decision (to speak) 100 percent into the hands of your target? And what if you started the conversation in a way that didn’t expect, nor hope for, another call?

Josh Braun, of Sales DNA asks, “Are you tired of the debilitating feeling of rejection when cold calling? Don’t like cold calling because it feels bad to intrude on people? Don’t like getting cold calls because it feels bad to be sold?”

Braun says stress comes from the pressure of having to get something from the call.

“The root of rejection comes from assuming what you have is what someone wants. But what if the purpose of a call wasn’t to get anything at all?”

Indeed, what if your goal was to see if the person your calling is open to how you might be able to help them do something better? Even better, what if the purpose of your call had nothing to do with you taking information from the customer?

The idea is to align with customers earlier … during their pre-sales change management steps that drive the eventual purchase. But how best to insert yourself with a call?

There Is No ‘Getting’

When calling resist the urge to qualify customers based on their need, purchase capability, or timing. Because this ignores the many people who don’t know exactly what they need yet!

Braun says the purpose of a cold call is not to get a meeting nor demo. He’s right.

The purpose of a cold call is to see if your prospect is open to learning how you may be able to help them do something better.

“If the prospect has no interest, it’s because you’re not interesting to them at this moment in time, which is a perfectly reasonable outcome,” says Braun.

“There is no ‘getting’ or setting meetings because you don’t know if the person your calling needs your help. It’s the assuming that creates pressure for both you and your prospect.”

Tactically speaking, you mantra is: Don’t assume they do. And don’t try to place your solution. Just don’t!

Instead of starting conversations with “getting qualification information” in mind, take the pressure off. Qualify customers by focusing on their internal change. Research what may be happening before your call.

Put yourself in a position to help them manage it — if and when it’s what they want.

Focus your approach technique on how they will go about becoming excellent. Address what has likely stopped them until now. Focus on what will they need to do … to ready themselves for change you see on their horizon.

Until buyers are able to avoid disrupting their status quo, they will not buy.

What is your experience?

Why Your Social Selling Index Means Nothing

You and your sales force are selling socially. You’ve got a LinkedIn Sales Navigator seat. Browser is fired up. You’re sharing valuable insights and racking up Social Selling Index points … showing the world you can use LinkedIn. Full stop: Are you helping buyers buy?

LinkedIn Logos Social Selling IndexYou and your sales force are selling socially. You’ve got a LinkedIn Sales Navigator seat. Browser is fired up. You’re sharing valuable insights and racking up Social Selling Index points … showing the world you can use LinkedIn.

Full stop: Are you helping buyers buy? Helping buyers buy is where the action is.

Yet the buying decision process is only partially solution-driven. I learned this from Sharon Drew Morgen, creator of the Buying Facilitation method. I have yet to find a social selling training program teaching us how to deal with these facts.

  • Selling doesn’t cause buying.
  • Buying involves systemic change and (when there’s no other option) solution choice.
  • Using solution data (content, research) as the main skill to make a sale restricts possibility, netting objections from clients who don’t know how to hear the seller’s point.
  • Buyers buy according to their buying patterns, not selling patterns.
  • Pushing solution data too early causes objections, regardless of need.

Morgen teaches us buyers are buyers until they recognize how to solve a problem with maximum buy-in and minimum fallout to the status quo.

Until buyers are certain they can’t solve a problem themselves with their own resources, they can’t recognize what is needed to buy.

“They will resist/object when having seemingly pointless content shoved at them,” says Morgen.

So what’ your role as a seller? To help buyers understand and manage change. Specifically, to know the full extent of internal challenges. Until you help them understand these challenges they remain unable to understand content details effectively.

“They object when pushed,” says Morgen.

Facilitating Decisions Is Not Social Selling

Is your team applying communications techniques to help buyers buy? In other words, are they able to identify and facilitate change for each stage of customers’ buying process that does not include purchase consideration?

Closing more accounts has everything to do with creating interest … nothing to do with creating interaction on LinkedIn.

Creating interest is a communications skill, not a social media or LinkedIn skill.

“There is an entirely different goal, focus, solution, thought process, skill set, necessary,” to facilitate and enable change before any purchase is considered, says Ms. Morgen.

Pushing content to prospects, commenting, updating, sharing wisdom. These tactics work well to generate interaction, not so well to create early-stage client conversations. Interest.

Teach Sellers to Facilitate

Social selling focuses mainly on pushing content and sharing knowledge, mostly out of context to buyers. It rarely works. Because it limits outreach to clients who already recognize a purchase is the only way to resolve a problem.

At best this is 5 percent of the market, which often throw objections at your advance.

However, “You get no resistance when facilitating prospects through their own steps to congruent change,” says Morgen.

“But you’ll need to take a different, additional, path through a different lens. You’ll need to understand the change management issues within your industry. And no, you cannot use your current sales skill to accomplish this,” says Morgan.

Indeed, you can continue pushing content and getting objections, or you can add a new function to your outreach. A part that connects with the right customers sooner. One that allows you to enter their decision path, join them as a trusted advisor and facilitate clients who can buy through to buying.

“Just recognize the sales model doesn’t do the facilitation portion as it’s solution-placement based,” says Morgen.

My bottom line for you: Social selling is, in practice, social marketing. Look around. Witness teams of sellers pushing content onto LinkedIn. All trying to stay in front of potential clients, convince them of sellers’ thought leadership and pushing insights. But in the end social selling proves worthless compared to helping buyers get ready to buy.

Do you agree? What is your experience?


Social Selling May Be Wasting Time

Helping buyers buy is where the action is. The goal of the modern B2B seller is to get into conversations earlier — help buyers get ready to buy, consult with clients, become a trusted source of knowledge, support the decision-making process with expert guidance. So why is facilitating buying conversations not a part of your “social selling” program?

content marketingThe goal of the modern B2B seller is to get into conversations earlier — help buyers get ready to buy, consult with clients, become a trusted source of knowledge, support the decision-making process with expert guidance. So why is facilitating buying conversations not a part of your “social selling” program?

Why is starting qualified discussions with customers superseded by sharing valuable content, creating a personal brand and sharing insights on LinkedIn?

Does ‘Social Selling’ Exist?

I put quotes around “social selling” because it does not exist. When honestly examined, there is nothing new involved … outside of the online context. Listening, engaging, sharing insights: None of these concepts are new to sales.

In fact, they are characteristics of “old school” sales excellence.

Social selling is a term invented to sell (oddly) marketing concepts. The thrust of social selling is encouraging sellers (hunters) to behave like marketers (farmers).

Post, share, comment, repeat. If that sounds a lot like marketing it is!

Is farming effective at generating new client conversations? Is pushing content, liking, sharing, commenting effective at keeping sellers emotionally confident, mentally tough?

Is Social Selling Weakening Your Hunters?

Social selling isn’t truly representative of anything new … and de-values vitally important practices. Specifically, prospecting. Hunting.

Worse, I’m seeing social selling increasing frustration of otherwise challenged sellers. I’m seeing it have negative impact on motivation and focus. Social selling programs also reward relatively ineffective behavior patterns. LinkedIn itself rewards activity and encourages gamification of it Social Selling Index.

This can be poisonous to rep productivity.

How Social Selling May Be Wasting Your Reps’ Time

Driving interest on social requires different skills as compared to driving interaction, says Mark McInnes of Sydney-based Sales ITV. Most of what reps engage in these days on social wastes time.

Creating a client interested in you, your products or service is difficult compared to creating interaction with them. McInnes lays out a compelling argument against traditional social selling training:

  1. It’s much easier to drive interaction.
  2. Interaction is rewarded with dopamine blasts from your brain, fueling a desire for more of the same activity. Lots of likes or views make you feel good. (Just like the lights of a slot machine do)
  3. The quality of your sellers’ network needs to reflect the desires of your business objectives; most sellers’ network simply doesn’t.

“What exactly are you going to do with these 142 Likes, 53 Comments and no doubt 3000+ views? Nothing. Because they are absolutely worthless,” says McInnes, who boldly proclaims this is interaction, not interest.

Here’s the danger: Sellers see these view counts, “as positive reinforcement of their ‘social selling’ activity. As they inevitably look to drive more views through content, they stray away from the main message, more towards focusing on the level of interactions,” says McInnes.

Thus, “with each post, they strive for more views, more likes, all in an attempt to validate (justify) the time they’ve wasted on social. No wonder so many of senior managers seem to be ‘allergic’ to social selling programs.”

Tune in next week as I share the one tactic social selling training programs don’t teach, to provide further food for thought about social selling.

The 2 Biggest Problems With Your Sales Communication

There are two of huge problems with sales communication techniques — they make you look weak, and like every other seller out there.

If you’ve ever written or spoken the words, “I just wanted to …” stop. If you’ve ever sent emails to clients pushing on pain points, stop that, too (because that’s exactly what your competition is doing).

These are two of the biggest problems with sales communication techniques — they make you look weak, and like every other seller out there.

Here’s how to understand if your mentality and pain-point-pushing are, in fact, causing you to start fewer conversations than you deserve. If so, we’ll get you on track with stronger written and voice-based digital messages.

Stop ‘Wanting To’

Subconsciously you may be on the defensive. We all are. In life and with our work. Defensiveness and uncertainty are part of the human experience. But it can destroy your ability to communicate effectively.

Case in point, “I just wanted to …”

Author and sales trainer, Jeb Blount, recently said, “You’re saying it on the phone, you’re saying it in emails and InMails, you’re saying it in person … ‘I just wanted to check-in’ … ‘I just wanted to set an appointment’ … ‘I just wanted to grab a few minutes of your time’ … ‘I just wanted to stop by’ … I just wanted to reach out.”

“Just wanted to” is poor grammar. I’ve taken heat from my students on this for a long time. But I feel empowered by Jeb to stand firm. Stop it.

Yes, we should strive to write as we speak. But when we speak weakly, we are average. And average in sales isn’t effective. Especially in digital communications — like voicemail and email.

“‘Just wanted to’ is yesterday … it is passive and weak. It makes you sound insecure,” says Blount.

Perhaps because you are insecure.

The cure? Well, be confident. But also shift to active tense. Take an active stance. Be confident. Don’t sound average!

“Say, ‘I want to.’ Say ‘I am.’ Be active. Be confident,” says Blount. “Because confidence transfers to your prospect. Stop saying, ‘I just wanted to.’ Just stop it.”

Are You Needy?

We all need. To need is human. But needing a reply, a conversation or a closed sale can set you up for communications failure. Just like when we date to find that perfect life partner: The more you communicate, subtly, you really need that second date, the less often you get it.

The more persuasive your tone (during the first date) the less you attract. Because persuading inherently puts you on the defense. It assumes you must convince. Instead, what if you confidently provoked your prospect to convince him/herself? Slowly.

Bottom line: A more confident mental attitude drives more productive behavior. Because confidence attracts, in personal and professional life. Word choice is everything.

“When I stop being needy, I can focus on my reader’s needs — like being respectfully short, factual, interesting … and ending with an implied choice,” says copywriter David Morrison.

“I think of this instruction as a prescription, and I think effective cold email is also a prescription for the reader: declarative, unambiguous, single action,” says Morrison.

Indeed, a cold call or email should be strong in tone. However, to be effective it should not be forceful. Instead, the message’s tone must be openly at peace with rejection.

“Doctor’s don’t beg. They tell you what to do and leave it up to you to follow instructions — and if you want to fix your pain/problem, you decide to take action. No one can persuade you or motivate you to do something. That desire comes from inside.”

Is what you sell prescriptive? Then David’s metaphor works.

Why ‘Pain Points’ Are Such a Pain

Marketers and sellers instinctively push on pain points. If a customer has a pain, tell them you can relieve it. But everyone is pushing information that touches on pains. If you want to blend in with the scenery, pushing on pains is an excellent way to get ignored/deleted.

Also, you cannot start near-term conversations with clients who don’t (yet) realize they have pain. Yet, sellers continue to turn to marketing prose for language that pushes on pains.

3 Questions to Ask Before Investing in Sales Navigator

Wondering where your LinkedIn Advanced Search is? Poof! It’s no longer part of your free LinkedIn user account. If you want to search for prospects on LinkedIn you must buy Sales Navigator. At roughly $500 annually for individuals — and as much as $200,000 for teams — sellers are under pressure to make the investment pay off. Here are three must-ask questions to be asking yourself — before investing (or continuing to).

Locked cloudWondering where your LinkedIn Advanced Search is? Poof! It’s no longer part of your free LinkedIn user account. If you want to search for prospects on LinkedIn you must buy Sales Navigator.

At roughly $500 annually for individuals — and as much as $200,000 for teams — sellers are under pressure to make the investment pay off.

Forget about your Social Selling Index. Sellers need new customer relationships, not vanity metrics. Here are three must-ask questions to be asking yourself — before investing (or continuing to).

  1. What are people saying about Sales Navigator? (is it worth it?)
  2. How, exactly, will my investment pay for itself?
  3. What can I do to make sure Navigator works for me?

What People Are Saying

The most common feedback I hear is how target-rich LinkedIn’s database of prospects is, however, the support provided (to make use of these contacts) is poor.

The No. 1 reason sellers cancel Sales Navigator won’t surprise you: Lack of response from prospects they’re approaching using LinkedIn InMail. Sellers find it increasingly difficult to start conversations with potential new buyers. This causes some to cancel their Navigator account.

However, LinkedIn’s recent move forces your hand. Do you need to research LinkedIn’s database to find business leads? You must pay-to-play. Previously, you could prospect LinkedIn’s database throughout the week — and avoid the “commercial search limit” on the advanced search feature.

Not so today.

Behind closed doors this is what I hear most often about LinkedIn’s Sales Navigator tool:

  • I wish LinkedIn helped me effectively contact prospects — not just use the tool.
  • LinkedIn’s database of contacts is large, growing and rich with profile details.
  • Some decision-makers are hiding their authority (due to overzealous sellers).
  • The company’s support team does not provide email or phone help.
  • I love Sales Navigator’s ability to help me monitor my prospects & companies.
  • LinkedIn’s training webinars aren’t helping me start conversations with customers.
  • My sellers’ Social Selling Index is not correlating to sales productivity.
  • LinkedIn’s guidance on using InMail is confusing and contradicts itself.
  • The automated leads Navigator sends me are not fitting my target criteria.

How will my investment pay for itself?

Many sales teams investing in Sales Navigator are not seeing returns needed. Some teams are pulling out — looking elsewhere for prospecting data, or returning to pre-LinkedIn sources.

It’s common for teams to invest from $10,000 to $200,000 annually on Sales Navigator. Individual sellers, paying $79 a month (roughly $500 annually), also struggle to justify the investment. What if a team of 25 sellers could go from $19 million in new client quarterly revenue to $70 million? (using Sales Navigator)

Sounds good, right? But only if we:

  • Increase number of reps actively prospecting (it’s got to be fun/productive for them)
  • Increase sellers’ ability to start conversations by a mere 10 percent

It’s true. I’ll work out the math for you. Prospecting success on LinkedIn boils down to:

  • Finding appropriate, new prospects (Navigator does well here)
  • Starting conversations with targets
  • Bringing conversations toward closure

It’s the last two where people most struggle. This is where the gold is.

LinkedIn Sales Navigator: By the Math

Here is how the math comes together — for teams of sellers. For sake of example, let’s use a three-month scenario: February to April 2017. A projection.

Let’s say you have a team of 25 sellers. Most are not prospecting much. They don’t like it. Here are the assumptions:

  • Seven reps (who are prospecting) targeting an average of 20 new clients per week each = 140 potential new discussions
  • This means 50 conversations are being started (average of two per rep: 36 percent success rate)
  • Thirty-eight new clients will likely be closed (78 percent) valued at an average of $500k annual revenue
  • Net new client revenue $19M (achieved in February-April)

But let’s say we:

  • Convinced just six reps to become better at earning conversations with Navigator
  • Increased these six sellers’ ability to provoke discussions better — by just 10 percent (and become effective at securing good meetings faster)
  • Keep close rate flat and unchanged

Here’s what that team’s performance would look like after investing in a method to effectively start conversations with prospects via LinkedIn.

  • Thirteen reps (plus six) prospecting, targeting an average of 30 new clients per week each = 390 potential discussions
  • We are now getting 10 more targets called per rep/week
  • This means 180 new conversations are started (average 8.5 per rep, 46 percent success rate)
  • 140 new clients closed (78 percent) valued at an average $500k annual revenue
  • Net new client revenue equals $70M (achieved in February-April)

What You Can Do to Make Sure This Works

Ignore LinkedIn’s Social Selling Index. Instead, strengthen your and your team’s ability to start conversations “from cold.” Get good at attracting customers to talking with you.

It’s not about buying — it’s about what it will take for them to buy, eventually. Issues. Challenges. Or even the status quo. Challenge it.

Being able to consistently spark conversations with potential buyers will increase your:

  • Email response rate
  • Voice-mail response rate
  • Appointment setting rate
  • Number of customers closed per month

A Fundamental Misconception About Sales Navigator

Your potential buyer values more what they ask for. Buyers value less what you offer them. It’s human nature. Getting meetings with prospects doesn’t require Sales Navigator. It requires you to help prospects feel an urge — to ask you or invite you to talk.

Sales Navigator is nothing more than a tech tool. It is not a prospecting magic wand. As obvious as this may sound many who invest in Navigator treat it as one. Take your communications technique more seriously than you take LinkedIn. LinkedIn is merely the cost of entry.

Yes, LinkedIn’s tool set will help you:

  • Find new people to call on quickly
  • Discover knowledge about targets that can be used on your approach
  • Find “hidden” prospects in your territory that are currently being overlooked
  • Contact potential customers directly (InMail)

But your ability to earn customers attention — and request for a meeting — is the game-changer. Just look at the math!

Why You Must Stop Believing Social Selling Exists

“You need this revolutionary new social selling now or you’ll be left behind. What? You don’t know how to use [insert new technology] to zoom sales? Buy my book, attend my keynote. I’ll show you the way forward!” Revolution they cry! Problem is, the sales revolution they’re selling is marketing — broadcasting on an interactive platform, the Internet. There is no revolution, only evolution.

Who Moved the Sales? Why marketing attribution is so crucial to track, yet so hard to doSocial selling does not exist. Believing it does trains you and your sales force to fail.

Sure, LinkedIn and countless self-appointed “social selling experts” say social selling is a wave — catch it.

But have you noticed their tone lately? Many of these folks talk down to you.

“You are not doing it right, you are not taking it seriously enough.”

Or perhaps more accurately:

“You need this revolutionary new social selling now or you’ll be left behind. What? You don’t know how to use [insert new technology] to zoom sales? Buy my book, attend my keynote. I’ll show you the way forward!”

Revolution they cry!

Problem is, the sales revolution they’re selling is marketing — broadcasting on an interactive platform, the Internet.

There is no revolution, only evolution. Believing there is a new selling paradigm risks your team’s ability to adapt.

Are you willing to risk it? Are you risking it right now?

We Should not Name This a “New” Strategy

There is nothing new about sales — other than customers having better access to information, more quickly and easily. There is no need to invent a fancy new name for sales as it evolves.

“But Jeff, you’re wrong: Giving this new strategy a name could help explain this new skill set in sales operations internally, to management. Especially if the company is still a bit behind in evolution when it comes to sales approach.”

But are you behind? Behind in what? Knowledge of how to work the tool?

Working a new tool like LinkedIn or Twitter is not making anyone successful — despite the marketing claims of companies and expert gurus who have a stake in the game.

Using the term “social selling” is, so far, most helpful to those selling tool-focused education or rah-rah cheerleading fodder themselves. These are the instant experts whose qualifications rest on “I use LinkedIn a lot.”

Literally anyone can be a part of this club.

Here’s my beef with this situation: In the end, I’m witnessing less emphasis on sales techniques that work for sellers, and more emphasis on how to use tools.

I suspect this is because the people involved don’t have (or practice) good, traditional sales skills!

The result: A lot of sales people practicing marketing on LinkedIn. Farming with it. And failing to start conversations. They’re pushing posts, updates, comments, etc.

Unintended Results of Social Selling Training

Do you want to: Upset and discourage your best sales reps? Reinforce prospecting tactics that have never worked? Encourage reps (who know better) to spam potential buyers? Pay a premium to achieve all of these horrors? If not, then you need social selling training for your sales team.

The Silver Bullet for Driving Sales & Impressions: DATADo you want to:

  • Upset and discourage your best sales reps?
  • Reinforce prospecting tactics that have never, ever worked?
  • Encourage reps (who know better) to spam potential buyers?
  • Put your sellers’ “personal brands” in front of sales outcomes?
  • Pay a premium to achieve all of these horrors?

If not, then you need social selling training for your sales team.

Forget about my opinion. Look around. Social selling (as it’s being practiced) is a waste of time for most sales teams.

Whether you’re new to social selling or using LinkedIn for sales you should know the truth — and make changes to how you measure social selling’s impact.

The Truth About Social Selling Training

I’m not saying LinkedIn isn’t a valuable tool. It is, for some sellers. But for most it’s proving ineffective because of misguided curriculum within social selling training programs.

The lack of productivity isn’t intentional. However, it is avoidable by assessing your reps’ current communications techniques and improving them. Social selling training must help sellers become better conversation-starters.

Most teams will benefit from focusing less on sharing information on LinkedIn — more on plumbing its database for leads the good old-fashioned way.

Effectively, prospecting.

Success is less about farming leads, more about hunting prospects.

Social selling training must help sellers become better interrupters. Better prospectors. Everything else is a waste of precious time.

Why You Must Measure Reps Differently

Whether you’re getting started or considering further investment in social selling training, measuring your team is vital. However, LinkedIn statistics are not enough to determine how effectively sellers are using LinkedIn.

Use of LinkedIn is a nice-to-know. Effectiveness is a must-know.

Effective use of technology is the most difficult part of social selling. Hence, many sales managers settle for less. Don’t. Beware.

LinkedIn itself and social selling gurus are often financially motivated to sell practices that don’t much work.

Here’s proof: Have a look at sellers’ typical social selling activities. An honest look. How’s it going lately? Usually we see…

  • Comments on prospects’ LinkedIn posts going without interaction.
  • Posts of press releases on reps profiles yielding radio silence.
  • Updates (more press releases and regurgitated articles) seeing likes.

It smells a lot like a mass marketing campaign, doesn’t it? Most sellers (even the good ones) are broadcasting: Having a one-way monologue on LinkedIn.

Beware: Assessing your sales team’s LinkedIn Social Selling Index statistics (usage) is not enough to determine how effectively they are using LinkedIn to prospect new business.

Don’t settle for less than sales outcome measures.

A Perfect Storm

Comments, posts of press releases, updates sharing articles… these activities rarely connect to a clear, effective prospecting process. Worse, sellers are being encouraged to act as marketers. And they’re rejecting it.

It’s becoming a perfect storm of productivity loss.

Have a close look. Most social selling training investments aren’t paying off. Because they train reps on marketing tactics rather than prospecting skills.

The result: Sellers (hunters) are becoming in-effective farmers. They’re planting seeds that never sprout.

Because they can’t. Germination is impossible. People aren’t on social media to be sold to. In fact, according to Simon Marley, CEO, of Growth Logik, an increasing number of decision-makers are hiding their true authority on LinkedIn.

Think about that!

Bottom line: The most effective digital / social sellers are focusing less on sharing information on LinkedIn—more on plumbing its database for leads the good old-fashioned way.


This in mind, here are three questions you should be asking sellers in every pipeline meeting.

  • Why do you invest time on LinkedIn? (at all)
  • How do you invest that time?
  • Would you rather reassign that time? Why or why not?

What do you think?