Work Experience – Gerald Chow

Selling that pen

In my role as a pre-sales consultant, I’m always on the lookout for ways to improve my skills and myself. Reading this article has been enlightening, allowing me think objectively about how I can improve the way I work. The points mentioned in this article really resonate with my experience and interaction with customers, and while I may not be a true salesman (thank God), they are fundamental to any sales interaction.

The article urges us to cover these four points in our sales interactions:
1) Gather information
2) Respond to information
3) Deliver information (building on the response)
4) Ask for a response (close)

These four points are steps or techniques that tell the listener that you are not only listening to them, but can help them identify and address needs that they have (even if they might not know it at the start). It jives with my personal belief that selling is more about meeting needs and showing value where people can benefit, rather than just hitting numbers.

To a significant degree, I still grapple with this delicate balance of addressing needs and achieving targets. While I enjoy the interaction, mobility and flexibility that a sales role provides, I still struggle to be fully comfortable with selling. Perhaps it is because of my own experiences with salesmen that my perception of sales is fundamentally skewed to the negative. Having seen this, this and this among many other sources and articles I’ve read over the years, I find it hard to think of the smooth talker who is motivated mainly by numbers, as someone who is making the world a better place, and bringing value to others.

I think it boils down a lot to our internal motivation. To me, I am personally motivated to see needs identified and addressed, which often leads to closure of sales. This is my preferred method of selling, and I would rather underachieve and do a good job meeting needs than to hit my numbers but compromise on my beliefs. I am very uncomfortable misleading (not necessarily lying) customers with the sole intention of closing a deal while knowing that what I am selling is unlikely to meet their needs. I know that others would probably have much less scruples, and the internal motivation of wanting to achieve their numbers might drive them to mislead, and even lie, to do so. It is this attitude that I find most repugnant, and the prime reason I can never be totally at ease in my role.

I’ve written a little about personality types before, and based on mine, I have a strong value system, living according to what I feel is right. To me, FEELING RIGHT is very important, and I find it difficult to compromise on my ideals. This might explain why I don’t have an easy time reconciling the “grey areas” of selling where I am unsure if I am pure in my intentions. I have high expectations of myself, and if I cannot be sure that my internal moral compass is correctly aligned, I would not be at peace with myself and my actions.

Reading articles like this makes me wonder if the “problem” lies with me. Naturally, I don’t think I’m cut out for a full sales role, at least not from a temperament / personality perspective. However, I must admit being able to earn a good commission is exciting and can be a good motivator, at least for a period. Thus far, I find my situation tolerable, although things may not be the same in a more challenging market. For now, I’m still going to try to sell that pen the best way I know how, and make sure I help others know that I can help them.

That’s the kind of sales I want to do.

Telling a story

I read this article and I was just thinking that it made a lot of sense. I thought how cool it would be to be a great story teller, to be able to captivate and enthrall listeners. I think being heard and understood is an awesome thing, but it only comes with good communication skills, and a knack for drama in the literary sense…

Over the years, I realized I’m an awful story teller!

It takes a lot of skill to capture the attention of people. Some are born with it, a natural charisma that is magnetic and attracts people. Others work for months and years, and even then not all gain the level of a virtuoso who can command attention by the sound of their voice.

There are many facets of story telling, with words being just one of them. It can be the tone, cadence, gestures, facial expressions, but it all comes together into something that either bores you, or sparks your interest and holds your attention.

The gist of it, the content, can sometimes be unimportant. Truly masterful communicators and story tellers can make their audience stand at rapt attention even if the subject matter is dry and uninteresting.

It’s all about how you connect people to what you are saying. The more connections you can establish in the audience’s mind, the more you they are willing to listen to you.

Story tellers are theatrical people. They perform on to an audience sometimes of only one person. Their communication embodies artistic aspects to express and send out messages that are consumable by the listener. Listeners enjoy it, being able to identify the ideas sent out by the story teller. They relish being open to new and sometimes even old ideas!

Often we have a huge idea or understanding in our heads. We know the concept instinctively, but it is the communicator that manages to share forth that idea in a clear and concise way! I’ve sat in presentations and even napkin drawing discussions where I came out realizing that it wasn’t something new that was shared, but the WAY it was shared was simple and revolutionary, and essentially brought to remembrance the concept that was being communicated much more clearly and effectively in my mind!

The good news, is that this can actually be learned. Articles like the one above give us a clear idea on how we can improve ourselves, but like all skills it takes practice, diligence and lots of trial and error. I’m hoping I can improve, even if just a little bit, my story telling and communicating skills each day. It’s going to be awesome for work, but it’s also important to me as a person. I’ve been striving for a lot of growth the past year, and this area is no exception!

Traveling for work

So it’s been more than a year in my current role, and I’d like to share my views on my current jet-setting lifestyle. Looking back, since I took on this role back in August last year, I’ve traveled to more places within this one year alone, than all my other travels put together in my life! That’s pretty amazing, and I’ve learned a little about how to cope with hectic travel lifestyles.

Firstly, I’ve learned that a good piece of luggage will work wonders for you. I started my travels to nearby places within the region, and the weather isn’t usually much of an issue. I even had my first overseas holiday since I graduated within this window, and experienced my first autumn in Japan. That was an interesting experience although I didn’t have much in terms of luggage then. I got a pretty good piece on sale a couple of months back, and it hasn’t been the same since.

One of the biggest things to note is that checking in luggage is a must when travelling for work. I used to try and squeeze a lot into a small hand-carry sized bag, but that’s absolutely horrible when you have to bring a suit. You should fold it only once, meaning you need a luggage big enough for that. Moreover, it’s pretty convenient to hit the gym while travelling as most hotels have a pretty well equipped fitness centre. With a bigger bag, it’s become the norm for me to bring my gym clothes and shoes so I can work out even while travelling – if I can squeeze in the time that is.

Secondly, credit cards are very important, and since it is on company expense, it makes a lot more sense to use it than paying cash for everything. My claim amounts are done based off statements in my bill, allowing me to ensure I am reimbursed at the same rate I paid out, effectively reducing it to a single currency. This applies much more to more advanced nations which has more services (taxis etc) that accept credit cards. Of course, most big ticket items like your hotel will accept cards, and using it there should be a given. Understandably, places like Bangkok, Manila, Indonesia and KL require carrying more cash around, but the amounts are usually small enough that its fine to just exchange upon arrival at the airport.

I use a single credit card for my overseas trip expenditures, ensuring I have a good view of my expenses. I even use the bill as part of my expenses receipts to show the exchange rate value. There is, however, one issue that I’m still trying to find the best solution to. My expenses vary depending on the place I am going to. A trip to Australia costs significantly more than a trip to Bangkok, and the difference in my claim amounts can at times cause some cash flow issues for me, as I try to set aside a certain amount each month for savings, which makes it hard to track if your savings account is fluid. One potential workaround is to have a buffer in my spending account in the amounts of my highest travel so far (thanks to my sis for the suggestion), and I’m thinking of trying it out to see if that works.

travelinsurance Travel insurance is another thing that’s important. I had the unfortunate experience of having my luggage misplaced on connecting flights, and this has happened more than once! I’ve learned to make it a point to get travel insurance whenever taking more than one flight as there is actually quite high a risk that you will land without your luggage. On my last trip to Montreal, when I had two transfers to make, my luggage was actually stuck in Hong Kong, and it took more than 72 hours to get it delivered to me. Thankfully, the airline was kind enough to authorize me a reimbursement of USD300 for my troubles, but it was a very VERY tedious process. I could have easily made that claim and avoided all that hassle had I got travel insurance (something my HR / Admin staff neglected to purchase together with my flight). Of course it may not happen to you, but it is a crappy feeling to arrive at your destination, half way around the globe, only to find you do not have your luggage with you. I was there for two weeks, and thank GOD it wasn’t winter!

Related to this, is the advice to also ensure you have a hand carry luggage with you that has at least one to two sets of changing clothes with you that isn’t checked in. I was saved because I actually DID have an extra hand carry with two sets of clothes, allowing me to last for 2 days (three because I did my laundry) before my luggage arrived. Of course, once I knew they were going to compensate me for losing my luggage, I went shopping knowing I had just “earned” USD300.

I think I’ll stop here. There are some other things to consider including having medication and managing jet-lag, but I’ll save it for another time. Trips, even if it’s for work, don’t have to be a harrowing experience, and can even be fun and exciting, but only if you learn how to manage it well. Now, if only I can travel more often for leisure… 🙂