Sales Training London: Why Cold Calling Is Tough For Normal People
Sales Training London: Why Cold Calling Is Tough For Normal People
Now this is awesome advice in the context of the world of a 3 year old ..... but not so good if you're 40, self-employed and trying to pay a mortgage, school fees, car payments, credit card debt, service the loan you took out to set up your business, perhaps pay monthly royalties or interest payments ... oh, and put food on the table.
Got young kids? Does your mother-in-law live miles away? So it doesn't matter what the kids look like then?
Philip Larkin - This Be The Verse
They f*** you up, your mum and dad.
They may not mean to, but they do.
They fill you with the faults they had
And add some extra, just for you.
But they were f***ed up in their turn
By fools in old-style hats and coats,
Who half the time were soppy-stern
And half at one another's throats.
Man hands on misery to man.
It deepens like a coastal shelf.
Get out as early as you can,
And don't have any kids yourself
OK, another mental script on permanent loop in our brains many of us run is .......
"Don't interrupt" sometimes with the additional "I'm busy". You came in from school and your father was reading the paper, balancing the cheque book (my personal phobia because he was so miserable and grumpy all the time when he was doing this and for several hours afterwards) or watching the news for the umpteenth time that day. Or your mother was busily involved doing something for you to prepare you for the following day at school and you wanted their attention. Instead they sent you away with a fly in your ear because what they were doing felt more important to them than what you wanted to talk to them about.
Now this one is a biggie. Are you ready for it? Think about this ...... when was the battle of Hastings? Which year?
Did anyone not get 1066?
Ok, why do we nearly always answer questions? Gatekeepers' questions, prospects' questions .... we always seem to be answering them, don't we.
RULE: The Gatekeeper is not your mother
This means you don't have to answer the gatekeepers' questions but we do. Why? Imagine you're about 5 or 6.
Mum: "Tom, where have you been?"
You: "Nowhere"
Mum: "Don't lie to me Thomas, where have you been?"
You: "Nowhere!"
Mum: "Thomas, for the last time answer my question. Where have you been?"
You: "Hrrrrrmmmppph! Just outside playing on my bike"
Mum: "Didn't I tell you to come in and finish your homework half an hour ago?"
You: (sighing) Yes!
Mum: "Then why haven't you done it? Get upstairs now and finish it. Then come downstairs, wash your hands and tell me why I shouldn't tell your father!"
You: "Oh OK. Please don't tell daddy."
Mum: "Well run up stairs and do as you're told. Be a good boy!" (as she shakes her head)
This scenario played out countless times in different contexts time and again in many of our childhoods. Or was it just me?
Our high need for approval is a killer. One client of mine, a lovely guy. He's bright - an IQ well above mine - articulate, historically very competent worked for a global engineering brand had a punishing father. Not physically punishing as far as I'm aware, but nothing "Frank" (name changed to protect the innocent) did was every quite good enough. A "b" grade should have been an "a", coming 2nd wasn't good enough despite the fact he'd tried so hard and worked his way up from 5th or 6th last time ..... and he carries this baggage with him to this day. He spends his time seeking approval of strangers because he can't get it from his dad. And his mother tells her friends "Frank used to work for Rolls Royce ... but now he sells some consulting thing!" Apparently she actually does this. "Frank" has doubled his income in 3 years going self employed but because of his need for approval he holds himself back.
Put these scripts and the many others "It's rude to talk about money", "he's busy, he must be important", "children should be seen and not heard", "be nice", "CHEER UP!" and so many others have messed us up. They don't mean to mess us up but they do .......
Larkin's right. (You always knew it was your mother's fault!!) they do f*** us up. Unintentional, well meaning scripting embedded from childhood holds us back. And in cold calling and selling, all these fears, phobias, prejudices, paranoia come flooding together to paralyse us. They hobble our legs, our tongue goes dry, we get butterflies in the pit of our stomach and we go to pick up the phone to make our cold calls, but then you hear that you have mail on your PC .... and you just have to check you emails. that pan is in the wrong place on your desk, the dog wants water, the cats want feeding, then the bell rings and it's the postman .... actually I'm thirsty, let's get a cuppa, now where was I oh yes this email, how shall I respond ....... oh look its 10:30, ... got to go out for my next meeting. I'll get back to making those cold calls tomorrow when I have more time ..... but tomorrow you find more excuses, more ways to avoid making them, more ways of "notworking".
Some sales trainers tell you that you can avoid making cold calls by becoming good at networking and asking for referrals. And you can. 98% of my business comes from referrals. BUT IT'S TAKEN 3 YEARS TO GET HERE!!
Could I have reached that point faster? Possibly. I could have been to more than 5 networking events a week for 2 years. I could have done more than ten 121's a week for 2 years. I could have not missed my daughter's nativity play because I was in a networking meeting and too embarrassed to leave early during the speakers talk because of my need for approval by my peers (largely total strangers) and let down my pride and joy, my eldest daughter as she'd probably forget (actually she didn't and still reminds me two years on!!). I could have asked for more referrals from my friends and allies.
But it takes time and it takes effort to build up that momentum. Cold calling is simply the fastest and most efficient way of building a sales pipeline to get you in front of potential buyer but most people don't know how to do it well and fear making those calls. They fear rejection. They fear disapproval. This isn't like asking for a dirty magazine or for men putting condoms in your trolley and looking for the male checkout worker because you're embarrassed enough for it not to be a woman. Your dirty little secret that you avoid talking about with your mother is that you've become one of those people who make cold calls ... or doesn't as the case may be. If you don't make them, then mum can't be disappointed in you for becoming one of those nasty salespeople.
According to the DTI survey I read a couple of years ago, in 2005 43% of all new business was generated via an initial phone call. 47% via word of mouth referral, leaving all the other media 10%!!
If you're not cold calling at all or effectively, you're potentially leaving behind 43% of your business. Suppose it was only half that. If you grew your customer base by only 20% what would that do for your business? Your cashflow? Your lifestyle?
I teach people mental strategies to eliminate their fears and create effective behaviours, to rewrite their mental and negative emotional scripting around selling, account management and cold calling. I teach managers how to get their teams to perform better and motivate then for the behaviours that will make them successful. But the starting point always has to be the seller's mind. That's where the sale is won or lost. That's where the meeting is booked. That's where the customer establishes confidence in you as a seller. It's not during your superb presentation. It's not during your close.
Victory happens between your ears long before your customer ever meets you or hears your voice on the phone.
Cold calling should and can be fun. I do it but I still don't love it. But I don't need to. I just have to do it.
A couple of pointers to help you on your way ......
1. Mentally prepare for making calls
2. Remember the gatekeeper isn't your mother. You don't have to answer her questions
3. The call you make to that prospect could be the most important one s/he receives that day, week, month, and year or perhaps in their life (I genuinely believe that if I don't get through then I'm doing them a DISSERVICE because I know I can help almost anyone who has to sell, manage, motivate or recruit salespeople.
4. Notice your mental scripts that hold you back. Whose voice is it? What's their tonality? How do you feel?
5. Notice how you feel about making cold calls?
6. Identify your call avoidance strategies and behaviours? What triggers them? How do you act on those triggers?
Seek help. Get a cold calling buddy. Call together for support .... regularly. Become accountable to someone for your prospecting behaviour. Call each other's prospects so you're not emotionally attached to the outcome or the product and book meetings for each other. Obviously I'm going to say get some training (I would!!) but make sure it's not the same old claptrap about elevator pitches and having a strong opening benefit statement - you'll just sound like a salesperson. When you hear a cold caller on the line, what's your reaction? Total joy? Excitement? Or you want to get him or her of the line as fast as you can? "Send me some information?" "The timing is bad call me back later" (knowing full well you won't take the call or be there when they do call back).
Learn strategies that take the pressure off you and your prospect. Learn how to break the buyer's pattern of behaviour and forces them to give non-stock answers and rebuttals. Find ways to get invited in, so you don't have to ask for the appointment .... so you go as a guest not a supplier (think about that, what's the dynamic of a guest-host relationship (who serves who?))
In conclusion, get your head on straight. Realise that much of your behaviour is driven by subconscious processes developed in your early childhood by well meaning significant others - parents, grandparents, teachers, relatives. Mark Twain said something along the lines of "The inability to forget is far more devastating than the inability to remember". Being unable to forget the feeling of rejection, the fear of making the first call, the feeling you were doing something dirty or unsavoury, the fear of interrupting or talking to strangers may be limiting you from growing your business and providing for your family or your future.
Make a decision to be master of your own destiny. And give yourself permission to do the necessary behaviours you need to do consistently, well, over time without the need for seeking the approval of others. Life and business are tough enough as they are without having to satisfy your need for approval of an ageing or even dead parent for whom our best was never good enough. And rewrite your mental scripting so they serve you not hold you back.
Happy cold calling!
(c) Marcus Cauchi & Sandler Systems Inc 2007
Sales Training London Why Cold Calling Is Tough For Normal People - To learn more about this author, visit Marcus Cauchi's Website.
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You're 3 years old; your mother is warning you not to talk to strangers. You see the expression of worry on her face; you sense that she is saying this for a reason. It's not like "Stop picking your nose Richard!". This time there's a pleading, worried, emphatic tone in her voice. "Don't talk to strangers; they can take you away and hurt you, and mummy will be so worried if that happens. Please be careful darling." Remember that conversation.
Now this is awesome advice in the context of the world of a 3 year old ..... but not so good if you're 40, self-employed and trying to pay a mortgage, school fees, car payments, credit card debt, service the loan you took out to set up your business, perhaps pay monthly royalties or interest payments ... oh, and put food on the table.
Got young kids? Does your mother-in-law live miles away? So it doesn't matter what the kids look like then?
Philip Larkin - This Be The Verse
They f*** you up, your mum and dad.
They may not mean to, but they do.
They fill you with the faults they had
And add some extra, just for you.
But they were f***ed up in their turn
By fools in old-style hats and coats,
Who half the time were soppy-stern
And half at one another's throats.
Man hands on misery to man.
It deepens like a coastal shelf.
Get out as early as you can,
And don't have any kids yourself
OK, another mental script on permanent loop in our brains many of us run is .......
"Don't interrupt" sometimes with the additional "I'm busy". You came in from school and your father was reading the paper, balancing the cheque book (my personal phobia because he was so miserable and grumpy all the time when he was doing this and for several hours afterwards) or watching the news for the umpteenth time that day. Or your mother was busily involved doing something for you to prepare you for the following day at school and you wanted their attention. Instead they sent you away with a fly in your ear because what they were doing felt more important to them than what you wanted to talk to them about.
Now this one is a biggie. Are you ready for it? Think about this ...... when was the battle of Hastings? Which year?
Did anyone not get 1066?
Ok, why do we nearly always answer questions? Gatekeepers' questions, prospects' questions .... we always seem to be answering them, don't we.
RULE: The Gatekeeper is not your mother
This means you don't have to answer the gatekeepers' questions but we do. Why? Imagine you're about 5 or 6.
Mum: "Tom, where have you been?"
You: "Nowhere"
Mum: "Don't lie to me Thomas, where have you been?"
You: "Nowhere!"
Mum: "Thomas, for the last time answer my question. Where have you been?"
You: "Hrrrrrmmmppph! Just outside playing on my bike"
Mum: "Didn't I tell you to come in and finish your homework half an hour ago?"
You: (sighing) Yes!
Mum: "Then why haven't you done it? Get upstairs now and finish it. Then come downstairs, wash your hands and tell me why I shouldn't tell your father!"
You: "Oh OK. Please don't tell daddy."
Mum: "Well run up stairs and do as you're told. Be a good boy!" (as she shakes her head)
This scenario played out countless times in different contexts time and again in many of our childhoods. Or was it just me?
Our high need for approval is a killer. One client of mine, a lovely guy. He's bright - an IQ well above mine - articulate, historically very competent worked for a global engineering brand had a punishing father. Not physically punishing as far as I'm aware, but nothing "Frank" (name changed to protect the innocent) did was every quite good enough. A "b" grade should have been an "a", coming 2nd wasn't good enough despite the fact he'd tried so hard and worked his way up from 5th or 6th last time ..... and he carries this baggage with him to this day. He spends his time seeking approval of strangers because he can't get it from his dad. And his mother tells her friends "Frank used to work for Rolls Royce ... but now he sells some consulting thing!" Apparently she actually does this. "Frank" has doubled his income in 3 years going self employed but because of his need for approval he holds himself back.
Put these scripts and the many others "It's rude to talk about money", "he's busy, he must be important", "children should be seen and not heard", "be nice", "CHEER UP!" and so many others have messed us up. They don't mean to mess us up but they do .......
Larkin's right. (You always knew it was your mother's fault!!) they do f*** us up. Unintentional, well meaning scripting embedded from childhood holds us back. And in cold calling and selling, all these fears, phobias, prejudices, paranoia come flooding together to paralyse us. They hobble our legs, our tongue goes dry, we get butterflies in the pit of our stomach and we go to pick up the phone to make our cold calls, but then you hear that you have mail on your PC .... and you just have to check you emails. that pan is in the wrong place on your desk, the dog wants water, the cats want feeding, then the bell rings and it's the postman .... actually I'm thirsty, let's get a cuppa, now where was I oh yes this email, how shall I respond ....... oh look its 10:30, ... got to go out for my next meeting. I'll get back to making those cold calls tomorrow when I have more time ..... but tomorrow you find more excuses, more ways to avoid making them, more ways of "notworking".
Some sales trainers tell you that you can avoid making cold calls by becoming good at networking and asking for referrals. And you can. 98% of my business comes from referrals. BUT IT'S TAKEN 3 YEARS TO GET HERE!!
Could I have reached that point faster? Possibly. I could have been to more than 5 networking events a week for 2 years. I could have done more than ten 121's a week for 2 years. I could have not missed my daughter's nativity play because I was in a networking meeting and too embarrassed to leave early during the speakers talk because of my need for approval by my peers (largely total strangers) and let down my pride and joy, my eldest daughter as she'd probably forget (actually she didn't and still reminds me two years on!!). I could have asked for more referrals from my friends and allies.
But it takes time and it takes effort to build up that momentum. Cold calling is simply the fastest and most efficient way of building a sales pipeline to get you in front of potential buyer but most people don't know how to do it well and fear making those calls. They fear rejection. They fear disapproval. This isn't like asking for a dirty magazine or for men putting condoms in your trolley and looking for the male checkout worker because you're embarrassed enough for it not to be a woman. Your dirty little secret that you avoid talking about with your mother is that you've become one of those people who make cold calls ... or doesn't as the case may be. If you don't make them, then mum can't be disappointed in you for becoming one of those nasty salespeople.
According to the DTI survey I read a couple of years ago, in 2005 43% of all new business was generated via an initial phone call. 47% via word of mouth referral, leaving all the other media 10%!!
If you're not cold calling at all or effectively, you're potentially leaving behind 43% of your business. Suppose it was only half that. If you grew your customer base by only 20% what would that do for your business? Your cashflow? Your lifestyle?
I teach people mental strategies to eliminate their fears and create effective behaviours, to rewrite their mental and negative emotional scripting around selling, account management and cold calling. I teach managers how to get their teams to perform better and motivate then for the behaviours that will make them successful. But the starting point always has to be the seller's mind. That's where the sale is won or lost. That's where the meeting is booked. That's where the customer establishes confidence in you as a seller. It's not during your superb presentation. It's not during your close.
Victory happens between your ears long before your customer ever meets you or hears your voice on the phone.
Cold calling should and can be fun. I do it but I still don't love it. But I don't need to. I just have to do it.
A couple of pointers to help you on your way ......
1. Mentally prepare for making calls
2. Remember the gatekeeper isn't your mother. You don't have to answer her questions
3. The call you make to that prospect could be the most important one s/he receives that day, week, month, and year or perhaps in their life (I genuinely believe that if I don't get through then I'm doing them a DISSERVICE because I know I can help almost anyone who has to sell, manage, motivate or recruit salespeople.
4. Notice your mental scripts that hold you back. Whose voice is it? What's their tonality? How do you feel?
5. Notice how you feel about making cold calls?
6. Identify your call avoidance strategies and behaviours? What triggers them? How do you act on those triggers?
Seek help. Get a cold calling buddy. Call together for support .... regularly. Become accountable to someone for your prospecting behaviour. Call each other's prospects so you're not emotionally attached to the outcome or the product and book meetings for each other. Obviously I'm going to say get some training (I would!!) but make sure it's not the same old claptrap about elevator pitches and having a strong opening benefit statement - you'll just sound like a salesperson. When you hear a cold caller on the line, what's your reaction? Total joy? Excitement? Or you want to get him or her of the line as fast as you can? "Send me some information?" "The timing is bad call me back later" (knowing full well you won't take the call or be there when they do call back).
Learn strategies that take the pressure off you and your prospect. Learn how to break the buyer's pattern of behaviour and forces them to give non-stock answers and rebuttals. Find ways to get invited in, so you don't have to ask for the appointment .... so you go as a guest not a supplier (think about that, what's the dynamic of a guest-host relationship (who serves who?))
In conclusion, get your head on straight. Realise that much of your behaviour is driven by subconscious processes developed in your early childhood by well meaning significant others - parents, grandparents, teachers, relatives. Mark Twain said something along the lines of "The inability to forget is far more devastating than the inability to remember". Being unable to forget the feeling of rejection, the fear of making the first call, the feeling you were doing something dirty or unsavoury, the fear of interrupting or talking to strangers may be limiting you from growing your business and providing for your family or your future.
Make a decision to be master of your own destiny. And give yourself permission to do the necessary behaviours you need to do consistently, well, over time without the need for seeking the approval of others. Life and business are tough enough as they are without having to satisfy your need for approval of an ageing or even dead parent for whom our best was never good enough. And rewrite your mental scripting so they serve you not hold you back.
Happy cold calling!
(c) Marcus Cauchi & Sandler Systems Inc 2007
Sales Training London Why Cold Calling Is Tough For Normal People - To learn more about this author, visit Marcus Cauchi's Website.
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This is the sort of content EVERYONE should be reading. There is not enough real world applicable sales content out there. The fact that people like Ari Galper and Marcus Cauchi both feature on this site is a testament to your quest for material from genuine experts that know what they stand for, why they do what they do and how it can be applied. It's in my bookmarks!
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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John AlexanderJohn has taught keyword research and SEO skills to small groups of business owners and Webmasters from over 80 different countries world wide since 2002. John is also the Director of Search Engine Academy ; Co-director of Training at Search Engine Workshops offering live, SEO Workshops with his partner SEO educator Robin Nobles, author of the very first comprehensive online search engine marketing courses at SEO Training Online and the SEO Workshop Resource Center. I look forward to hearing from you! - Visit John Alexander's Website |
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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