VENTRINO TRAFFIC EXCHANGE SCRIPTS

Brevity is Jake’s way.  Ask him about anything unrelated to the situation in hand and if he’s not short he’s definitely rude.  I will tell him about this blog post but he won’t bother to read it.  I can safely make some innocuous criticism of him and know he’ll never find out.  If he did he’s not one to get mad, he will get even in his own way.

He’s not the kind of person many companies would employ after an interview, little would they realise an interview with him serves only one purpose and it’s not theirs.  Small talk and “getting to know each other” is something other people waste their time on.  He’s not a people person.

So why does he head up the sales department?  Today a customer complained that Jake is not helpful, a criticism any business owner would take seriously, your not going to make sales if the instrument of profit is blunt.  And Jake is blunt.

He’s there because statistically he is the best.  Combine everyone we have ever had on the sales desk and compare our results with his and he wins hands down each time.  If we consider his methods it only adds to the confusion:

1. Ask him a technical question and he will probably not reply, if he does he’s likely to be sarcastic and point out that if you can read his replies then how come you can’t read the notice in bold and highlighted in YELLOW that states he don’t answer technical questions.
2. Ask him something you have already asked him, even if it’s 5 years ago, and he’ll tell you to check what he said last time ‘cos nothings changed since then.  Get cocky with him and it just gets worse.
3. He never spends more than 20 seconds replying (we’ve timed him, we start the timer when his eyes drop to the keyboard).
4. He doesn’t bother reading more than 3 or 4 lines of your message.  If you ask more than one question he’ll only answer the first.  If you ask him why he’ll tell you that your attention span will be lost and you probably won’t notice.  He knows this from experience.  If the second and subsequent questions are important to you, then you will ask again, but then, they’ll be the first question won’t they?
5. You cannot upset Jake, that perhaps is one of his strengths.  Say something that you know will upset him, you know the kind of thing, the email that you instantly wish you had not sent.  Well don’t worry, Jake knows no evil (well, except Google, he thinks they’re out to get him, we point out that Google’s out to “get” everyone and everything but he still won’t use them).

So what is it that makes Jake so succesful?  Are we losing interest in the human element of a sale?  I don’t think so.  The Internet is a great place for people to get to know you.  Perhaps it’s his naive charm?  Nah.  Ask Jake and he says “I don’t sell, people buy, I’m an order taker not a door to door sales jockey flogging stuff people don’t want.”

In the privileged position that I have as his boss I decided to have a chat with him about it today and this is what happened:

Martyn:  Jake, a customer has complained that you are not helpful and [Jake interrupts]

Jake: Yeh, I know who that was, they didn’t like it when I said I can’t help them and they need to go ask on the forum.

Martyn: OK, I’d like to have a chat about the way we sell [Jake doesn't wait for me to finish]

Jake:  It’s easy, people ask questions, I answer; they buy or they don’t, that’s it.

Martyn: I was hoping to hear more along the lines of how you do it, what is your secret?  How come you sell more than anyone else, especially when some folks appear not to, ummm, get on with you so well?

Jake:  Dunno, are we done?

And before I could answer Jake had turned and was answering an enquiry.  So there you have it.  The indomitable Jake.  If he’s upset you or doesn’t answer your questions at least take some comfort knowing you aren’t the only one.  If you know what his secret formula for success is please let us know, I think we’d all like to know.

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