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NZ’s e-mag for sales leaders
NZSALESMAY 2011 / Issue 50
Getting Results from your Presentation
•
Mastering the Complex Sale
•
Your Personal Debrief
50thEDITION
SPECIAL
Including an interview with Ivo D'Silva:
Selling in the 21st Century
MAY / Issue 50 specIAl
THIs WeeK's MusT ReAD
IVO D'sIlVA INTeRVIeW
selling in the 21st Century.
WHAT's NeW NOTIceBOARD
geTTINg ResulTs fROM
YOuR pReseNTATION
6 secrets for your call to action
NZsM cAleNDAR
sAles TRAININg DIRecTORY
TWO MINuTe TOp-up
MAsTeRINg THe cOMplex sAle
11 Timely tips
ResOuRce cORNeR
pOKe THe BOx: WHeN WAs THe
lAsT TIMe YOu DID sOMeTHINg
fOR THe fIRsT TIMe?
QuIcK fIx
It’s not what you sell, it’s how
you sell.
THe clOse
12
6
11
12
14
15
16
18
19
22
6
16
CONTENTS
CONTENTS
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NZsM / MAY 2011 / 44 / APR 7Th 2010 / NZsM
ABOuT /
short and sharp, New Zealand
sales Manager is a free e-magazine
delivering thought provoking and
enlightening articles, and industry
news and information to forward-
thinking sales managers, business
owners and sales professionals.
eDITOR / Paul Newsom
ART DIReCTOR / Jodi Olsson
GROuP eDITOR / Trudi Caffell
CONTeNT eNQuIRIes /
Phone Paul on 04 586 4733 or email
pauln@nzsalesmanager.co.nz
ADVeRTIsING eNQuIRIes /
Phone Richard on 09 522 7257 or
email richardl@espiremedia.com
ADDRess / NZ sales Manager,
C/- espire Media, PO Box 137162,
Parnell, Auckland 1151, New Zealand
WeBsITe /
www.nzsalesmanager.co.nz
Welcome to our 50th and 3rd birthday issue. From our
humble beginnings little did we know that NZ sales
Manager would now be reaching thousands of sales
leaders, not only in New Zealand, but in many other countries
around the world too. Thanks for your feedback, ideas and contributions, which for
me as the editor, make it all worthwhile.
One of our readers, Ivo D’silva dropped me a note a couple of months ago, saying
that as a successful and senior sales manager with 35 years experience, he enjoys
the magazine, and that some of the articles have greatly influenced his journey
through life. This is another example of the point I made in editorial of the April
issue, that a quality of sales people who are at the top of their field is that they
know that they don’t know it all. There is always something to learn. I gave Ivo a
call, and in doing the interview for this issue, I have greatly enjoyed learning from
his experiences and wisdom. The article contains some real gems, including the
mindset he has used to both sell airline tickets and give out parking tickets!
Good news on the progress of the first recognised national sales qualifications.
The unit standards are now registered on the framework, and the qualifications
are due to be registered this month. The process for the necessary resource
development and exactly how the qualifications will be delivered is unclear
at this stage. Recent funding cuts to the Industry Training Organisations have
certainly not helped in this respect, and an industry collaborative effort will be
required to get to the stage where people can do the qualifications.
Happy Selling
Paul
“We make the call…
you make the sale”
www.ibexmarketing.co.nz
Call Murray Beer on 021 279 2783 or email murray@ibexmarketing.co.nz today!
Generating consistent and qualified appointments can be a mundane and time consuming process...
Let the experienced professionals at Ibex Marketing set them for you so you can spend more time meeting with
prospects and helping them solve their problems!
NZ Sales Manager is a GREEN MAG, created and distributed without the use of paper so it's environmentally friendly. Please think before
you print. Thank you!
From the Editor
“We make the call…
you make the sale”
www.ibexmarketing.co.nz
Call Murray Beer on 021 279 2783 or email murray@ibexmarketing.co.nz today!
Generating consistent and qualified appointments can be a mundane and time consuming process...
Let the experienced professionals at Ibex Marketing set them for you so you can spend more time meeting with
prospects and helping them solve their problems!
MID STRENGTHFULL FLAVOURFULL LIFE
NZsM / MAY 2011 / 6
T h I s W e e K ’ s M u s T R e A D
Selling in the 21st Century
An Interview with Ivo D’silva
7 / MAY 2011 / NZsM
Born in Dar-es –salaam, Tanzania, Ivo D’silva has
been in sales management for over 30 years,
including the past 13 years in New Zealand.
With extensive experience within the airline and
contact centre industries in Africa, India, the united
Arab emirates, and New Zealand, Ivo is the Cargo
sales Manager for Malaysian Airlines & Delta Air Lines
with GsA MCh holding Australia Ltd.
We had a chat with Ivo, about his sales career and his
thoughts on how to succeed in sales today.
NZsM: As a child growing up in Tanzania, did you
want to be a sales person ‘when you grew up’?
ID: When I was young, I had no dreams of what I wanted
to be when I grew up. I just enjoyed my childhood. As I
approached adulthood, I still had no dreams. how often
can we all relate to the one question so many of us are
asked as kids, “so what do you want to become when
you grow up?” and how often can we all relate to the
standard answer, “I don’t know.”
Looking back at my childhood in Africa, I realise
that my passion of reaching out and helping people,
which did eventually lead to a successful career in
sales, actually started with my humble beginnings
living among some very simple people who did not
have much in life.
NZsM: How did you get started in your sales career?
ID: It was not until the age of 21 that I was introduced
to the ‘selling’ world. As a keen sportsman, I started
playing semi-professional soccer in the second division
in Mumbai. The father of one of my soccer colleagues,
who was the General Manager for an engineering
company, discovered my skills in selling and gave me
my first challenge of selling a labelling machine in
one of the key industrial areas in Mumbai. unlike the
opportunities of today, I had no formal training and
was thrown into the deep end and asked to swim.
My beginning was with a lot of apprehension and fear
of the unknown. Being young, I enjoyed the challenge
and never forgot to believe in myself and maintain a
‘can do’ attitude. I guess this mindset came from the
vigorous training I underwent as a semi-professional
soccer player. I began to experience that every door I
knocked was a learning experience and as time went
by I got more confident and success came more easily.
so began my long and successful journey in a sales
career, most of it in the airline industry.
NZsM: so, once in sales, always in sales?
ID: Not quite. I immigrated to New Zealand in 1998
and could not find an opportunity to join the airline
industry here. My first job in New Zealand was that of
a parking officer, and being a professional in my own
right, my mindset was very simple. “For years you
have enjoyed a career selling the in airline industry
and having pleasure in providing people travel tickets.
here is your new challenge of selling and educating
people on parking regulations and a not so pleasant
job of handing out parking infringement tickets.” It
is with this mindset that I developed a good rapport
with the drivers on the street, and rarely had any
conflicts with them.
NZsM: Do you think selling is a more attractive career
than it perhaps was 35 years ago when you started?
ID: I surely do. I consider selling to be one of the most
exciting careers for anyone to get into. This is one
career that offers endless opportunities and challenges
that makes work and living a lot more fun.
selling 35 years ago was just a monotonous process
of aimless running around and what I call ‘fishing’ for
business. unlike today, there was no formal training,
guidance or initiatives. When I first started, I was given
a briefcase, some brochures on the product, an area of
the market, and a commission on sales generated and
was asked to hit the road.
"My beginning was with a lot of apprehension and fear of the unknown. Being young, I enjoyed the challenge and never forgot to believe in myself and maintain a ‘can do’ attitude."
NZsM / MAY 2011 / 8
It has to be said that a selling mindset is never
constant. It never has a beginning nor does it have
an end. This keeps the mind of the sales professional
always sharp and motivated, which in turn provides
the energy to drive sales and be successful.
NZsM: The airline industry is very competitive - what
is the toughest buyer you have worked with?
ID: Indeed, just like any business, the airline industry
is very competitive. I do not consider any customer
as being tough but rather a personal challenge of
understanding and fulfilling their needs.
To give you an example of a ‘tough’ customer, I once
had a tourist from europe who was travelling on the
flight to Queenstown. On check - in he insisted on
carrying his camping cooking burner with him in the
aircraft. All efforts by my check in staff to explain to
him the international rules of carrying such dangerous
items on board the aircraft were getting no where,
and he was holding up the queue and there was a
possibility of the flight being delayed. I finally stepped
in and offered him the option of us providing a
camping burner in Queenstown and that he would
leave his own one in Auckland and pick it up on his
return. This ended the customer’s ignorance of the law
and the possible dangerous outcome of his actions,
The rewards were few and far between. If you
were found to be below the expectations of the
management you just got fired. We lacked a well
defined selling discipline.
Today selling is much more disciplined and well
defined. It is much more dynamic and challenging then
35 years ago. selling is one career that keeps you on
your toes and your mind constantly sharp and alert.
The windows of opportunity to enhance your personal
development are endless, provided you have a burning
desire to succeed and prepared to work hard towards
your goals. every facet of life revolves around the
selling phenomenon.
NZsM: What is the most important lesson you have
learned throughout your career?
ID: This business environment of diminishing markets
and growing competition is here to stay and will
not change. What must change is us!!! As sales
professionals we have to step back and come out
fighting with a new mindset.
The pace this world is changing and with technology
almost taking over our world, we as humans have
stopped believing in ourselves. The human touch is
slowly withering away and we have begun to be more
dependent on machines. The spark in our minds is
"This business environment of diminishing markets and growing competition is here to stay and will not change. What must change is us!!!"
slowly being put off, and we withdraw into our comfort
zone and become more complacent.
As a successful sales manager I have seen this
transformation and make it my priority to constantly
address the mindset of my sales professionals, making
sure this is constantly aligned with the ever changing
trends in the business world.
NZsM: so, if we are to be more successful, the
answer lies within us, and it’s an issue of mindset.
What do you mean by a new mindset?
ID: By a new mindset I mean a set of beliefs or a way of
thinking that determines one’s behaviour, outlook and
mental attitude. Just keep reminding yourself of some
fundamental success factors:
success is 80 per cent of what you think and 20 per •
cent of what you do.
Be passionate about what you do and keep the fire •
burning deep inside you to be successful.
have vision and focus – you will soon realise it’s not •
just building castles in the air.
Believe in your products or services – they are •
your lifeline.
Remember you are only human and so is your customer. •
use the lives of successful people as your •
motivation to succeed.
9 / MAY 2011 / NZsM
and was a positive selling point in the eyes of the
other passengers that this was an airline that seriously
considered the safety of its passengers.
In summary toughness in the airline industry does not
come in the form of tough buyers, but rather in the form
of tough options that would meet the needs of the buyer
and simultaneously achieve the bottom line of the airline.
NZsM: And what is your ‘secret’ for gaining the trust
and respect of such a tough customer?
ID: My secret to gaining the trust and respect of any
difficult customer, is driven by a simple saying that goes:
“In the confrontation between the stream and the rock,
the stream always wins…..not through strength, but
through persistence.”
This saying forms the foundation to your mindset
as a sales professional in the 21st century. On this
foundation you build the pillars of success that will hold
a growing weight of customers that are loyal, long term
business partners, have mutual respect, trust in your
honesty, professionalism and integrity.
The cream on top of this foundation is just to be
human, enjoy the moment and believe in yourself.
NZsM: What do customers need from sales people?
ID: understand that in today’s economical
environment, your clients do not need salesmen or
saleswomen. They have just two fundamental needs:
A partnership that understands their business and •
works with them to provide solutions to their needs.
A long-term business relationship that provides •
service, is reliable, professional and trustworthy.
There will be times when the world economy is down
and businesses are struggling to keep their heads above
water. I personally feel this is the time to reflect on
relationships and make your customers know you share
their hard times and possibly look at a different approach
to your selling techniques. Your mindset is more focused
on sharing a difficult situation then closing a sale. This
ensures a long term gain in your business relationship
with your customer. There are many examples of what I
am saying here as business starts the recovery from the
devastating earthquake in Christchurch.
NZsM: Have you ever had to turn around a poor
performing team, and how did you do this?
ID: Yes, I transformed a call centre in just one month
by changing the entire environment. I got all the
staff including myself to repaint and decorate the
centre. The furniture was very old, broken and
uncomfortable. I managed to replace them all. The
result and morale of the staff was immediate and
seen by the vast improvement on call results and
determination.
On another occasion I was managing a total of 65
staff in three different units at AA Insurance – Inbound
sales, Outbound sales and Customer service.
This gave me an opportunity of developing a new
mindset to move this vibrant environment forward. I
introduced a ‘wall of fame’ where super sales people
would personally place their names on the wall
each month and would win a gift voucher for their
success. I increased ownership of my supervisors and
encouraged communications by introducing a daily
ten minute morning briefing and some non business
dialogue. This had a positive impact all across the
floor and productivity improved.
As a leader of a sales team and knowing where
I want my team to be in terms of productivity
and morale, I have always made it my mission
to personally develop, train and mentor my
teams as individuals or as an entire group. This
gives me the opportunity to better connect
with my people and always have my finger
on the pulse to ensure better results.
"My secret to gaining the trust and respect of any difficult customer, is driven by a simple saying that goes: “In the confrontation between the stream and the rock, the stream always wins…..not through strength, but through persistence.” "
NZsM / MAY 2011 / 10
NZsM: What advice would you give to someone
starting a career in sales:
ID: Once you are out in the open market, using every skill
and determination to succeed, I strongly recommend you
keep reminding yourself of five important lessons that can
be learned from a simple pencil:
It tells you that everything you do will always leave 1.
a mark.
You can always correct the mistakes you make.2.
What is important is inside you and not outside you.3.
In life you will undergo painful sharpening that will 4.
make you better in whatever you do.
To be the best you can be, you should allow yourself 5.
to be held and guided by the hand that holds you.
NZsM: And your advice for sales managers?
ID: You’ve got to walk the talk. As a leader, you must
begin to lead by example. Your sales team is the greatest
asset you have.
Take time to know and understand each and every
member of your team. Know what makes them tick.
Keep a watchful eye on their mindset and ensure this
aligns with every changing moment in the business
world. Keep a close watch on any sales professional
showing signs of burn-out. understand why and take
immediate corrective action.
Finally be prepared to share your vision and encourage
open communications with your sales team. This improves
morale and enhances transparency.
NZsM: To end, what is your favourite quote which
captures the essence of what you are saying about the
sales mindset of the 21st century?
ID: “understand what people are buying not what you are
selling. People do not buy drills they buy holes, not airline
seats but destinations. Are you therefore selling airline
seats or something else? Do you sell getting there or the
experience after they arrive? ” - Craig J Kelly - Banc One
Corp, Senior Vice President of Marketing ■
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11 / MAY 2011 / NZsM
W h A T ' s N e W N O T I C e B O A R D
sAles uNIT sTANDARDs ARe RegIsTeReD
unit standards for the National Certificate in sales at Level 3 and Level 4, the New Zealand Qualifications Authority (NZQA) recognised sales
qualifications, have now been registered on the New Zealand Qualifications Framework (NZQF). You can view them here
As the next step, NZQA advise that they have completed the evaluation of the qualifications and recommend that they be registered. If all goes well with the consideration, then the qualifications are expected to be published on the NZQA website on 10 May 2011. Wendy hetherington, of the Retail Institute, comments that ‘they are pleased that they have been recommended for registration and (now) plan to work with a number of different ITO’s and
industries with regards to resources and delivery options.
The Rev sales Network and Quest serviced Apartments New Zealand and Fiji have teamed up to provide sales
representatives and business travellers with a deal aimed at providing a high quality, value for money accommodation solution for sales professionals travelling out of town for business or pleasure.
Richard Liew, founder of the Rev sales Network, an organisation set up to support sales professionals in New Zealand, says that the partnership with Quest acknowledges the significance of salespeople and business travellers to the domestic travel market. “sales representatives and sales related travel are responsible for a large percentage of the commercial travel market and we felt it was important that salespeople are looked after when they are away on business. selling is a high stress occupation at the best of times and the last thing you need to worry about when you have targets to meet and are away from home and family is where you’re going to stay at the end of a long day of business meetings.”
Liew says that in choosing Quest serviced Apartments as their preferred accommodation supplier, it was the Quest team’s service and attitude that sealed the deal. “As an organisation representing salespeople it is imperative that the organisations we deal with conduct and sell themselves in a manner consistent with our values. While Quest certainly met our criteria in terms of quality of properties and value for money, what impressed us most was the way their team actually listened to our requirements and then worked with us to come up with a solution to benefit all parties.”
Launched in 1998, Quest serviced Apartments New Zealand and Fiji operates the largest serviced apartment network across the region representing 28 properties stretching from Invercargill to suva, and is poised for further expansion with 4 more planned over the next 2 years. each property is based on 40-50 apartment complexes, mixed with studio, one and two bedroom apartments. strategically located in business hubs, each property is closely aligned to location features including conference venues, restaurants and bars. All Quest properties are Qualmark rated 4 or 4.5 star standard and the majority of the network has also achieved Bronze enviro status for their commitment to sustainability.
under the terms of the agreement, Rev sales Network members who book direct will receive a standard rate of $115.00 plus GsT for Tier 1 properties and a standard rate of $135.00 plus GsT for Tier 2 properties, available at Quest properties throughout New Zealand and suva. This rate represents the maximum they will pay, and if the member books direct via the Quest website they will also be able to enjoy any special rate of the day that happens to be lower.
Quest CeO, stephen Mansfield, explains the offer provides all sales professionals with the convenience and assurance of a fixed rate regardless of the size of their company. “For both corporate clients and sMe’s, the assurance of a fixed rate is one less business variable to manage, we understand the value of that, we’re business people ourselves. some of our guests have expressed frustration with the hotel sector, where a room worth $100.00 today can be sold at $200.00 tomorrow. At Quest we focus on delivering certainty to the corporate traveller - certainty of product standard, room availability, price, service and location.”
Liew says the partnership with Quest is a welcome benefit for businesses who have been struggling to maintain and grow market share in tough sales environments over the last few years. “salespeople are the lifeblood of our economy’, says Liew, ‘and we are delighted that Quest has put their hand up to help us out.”
For more information see Rev sales Network at www.rsn.co.nz or for a list of Quest properties see Quest serviced Apartments NZ at www.questapartments.co.nz ■
pOWeR Of NeTWORKs pROVIDes AccOMMODATION WIN fOR
sAles pROfessIONAls
NZsM / MAY 2011 / 12
Based in Wellington, Olivia Mitchell is an internationally-renowned presentation blogger speaking about presenting. Olivia provides presentation training in New Zealand through effective speaking.
Getting Results from your Presentation
how can you increase the likelihood that people
will take action after your presentation? Chip
and Dan heath reveal many of the secrets in
their latest book, switch. here are 6 more tips that I’ve
learnt over my years presenting and training.
1. script the critical move
Tell people exactly what you want them do. Chip and
Dan heath tell how school students in Miner County,
south Dakota wanted to revive the local economy. The
students worked out that if residents spent more of
their money locally it would make a big difference.
But they didn’t just say “Buy Local”, they scripted
the critical move. They asked residents to spend 10%
more of their disposable income in Miner County. They
calculated that this would boost the local economy by
$7 million. A year later, the amount of money spent in
Miner County had increased by $15.6 million.
so in your presentation don’t just use a clever slogan.
Be clear and specific about what you want members of
your audience to do.
6 secrets for your call to actionBy Olivia Mitchell
13 / MAY 2011 / NZsM
In your presentation don’t just use a clever slogan. Be clear and specific about what you want members of your audience to do
6 secrets for your call to actionBy Olivia Mitchell
2. give explicit instructions
An experiment on encouraging university students to
take part in a food drive for charity showed that giving
explicit instructions can give a tremendous boost to the
response rate.
One group of students received a letter asking them
to give a can of food to a booth on Tresidder Plaza
(a well-known spot on the campus). A second group
of students received a more detailed letter including
a map and a specific request for a can of beans. 4%
responded to the general letter whilst just over 33%
gave food after receiving the detailed letter.
In your presentations, take people through the detailed
steps they’ll need to take and give them all the
information they need to carry through in a handout.
3. get them to imagine what they will do
If you’re asking people to take some action which only
they know the details of, it won’t be practical for you
to give explicit instructions. Instead get them to work
out the details.
Gary Rodriguez describes such a situation in his
book Purpose Driven Public speaking. Gary was
recently back from the Vietnam War and his peace
activist brother had welcomed him home with the
words “how many babies did you kill?” Gary was
deeply hurt and found it impossible to forgive his
brother. That was until Gary heard a speaker talking
about forgiveness:
Believe me, I have heard plenty of talks on forgiveness,
but not one like this…The speaker challenged us to
pick a specific person and put into practice what we
had learned. Gary chose his brother. And the next time
he saw his brother he was able to forgive him.
4. Develop action triggers
People who create action triggers for themselves are
far more likely to take action. An action trigger is a
mental plan you make about when and where you will
do something or what you will do in a certain situation.
For example, patients recovering from a hip operation
who wrote down when and where they would go for
a walk were much more likely to carry through on that
decision than patients who just decided they would go
for a walk.
Don’t just ask people to do something, get them to
make a mental plan of when and where they will do it.
5. Appeal to their identity
People don’t do things simply because it’s in their self-
interest, but because the action conforms to their view
of themselves. Talk to your audience as if they are the
type of people who do what you want them to do.
For example “As people who love this community and
want to see young families flourishing here, you’ll want
to donate to refurbishment of this playground.”
6. set up an accountability mechanism
sharing a commitment to take action is powerful.
There are a number of ways you can set this up for
a presentation. You could ask people to pair up with
another person and commit to keeping each other
accountable. Or you could ask audience members
to email you by a certain date with the action
they’ve taken.■
NZSM CALENDARMAY-JUNE 2011
5 & 6 May
Professional Teleselling skills
Auckland
AchieveGlobal
www.achieveglobal.co.nz/calendar
Consultative sales skills
Auckland
NZIM Northern
www.nzimnorthern.co.nz
9 May
Directors' Forum
Auckland
shipley NZ
www.shipleywins.co.nz/training/
10 May
Directors' Forum
Wellington
shipley NZ
www.shipleywins.co.nz/training/
11 May
Foundations for sales success
45 d Mt Wellington highway Auckland
Zealmark Group
www.zealmarkgroup.co.nz/profile_foundations_of_
sales_success.php
9 to 11 May
Professional selling skills
Auckland
AchieveGlobal
www.achieveglobal.co.nz/calendar
12 May
Overcoming Objections
Auckland
Top Achievers sales Training
www.topachieverssalestraining.co.nz
18 May
Business to Business sales skills
45 d Mt Wellington highway Auckland
Zealmark Group
www.zealmarkgroup.co.nz/profile_Business_to_
Business.php
19 May
sales Process
Auckland
Top Achievers sales Training
www.topachieverssalestraining.co.nz
19 & 20 May
Key Account Management
Auckland
sales star
www.salesstar.trainingplatform.co.nz/courses/8-key-
account-management
1 & 2 June
Winning Proposal strategies
Wellington
shipley NZ
www.shipleywins.co.nz/training/
7 June
Cold Calling/hot Knocking
Auckland
Top Achievers sales Training
www.topachieverssalestraining.co.nz
NZ Sales Manager - Sales Training Directory
Looking for training or coaching for your sales team? Please support the following supporters of NZ Sales Manager!
AchieveGlobal
Phone: 09 489 8308 Contact: Martin Percival Office: Auckland
www.achieveglobal.co.nz
All Links
Phone: 03 351 5078 Contact: Lincoln Rout Office: Christchurch
www.alllinks.co.nz
Dinanmite
Phone: 021 526 456 Contact: Jason Dinan Office: Auckland
www.dinanmite.com
Geewiz
Phone: 0800 433 949 Contact: Richard Gee Office: Auckland
www.geewiz.co.nz
Mayer Consultants
Phone: 09 473 9240 Contact: Ann Mayer Office: Auckland
www.mayerconsultants.co.nz
Momentum
Phone: 021 324 229 Contact: Deano Harrison Office: Christchurch www.momentumtraining.co.nz
People Central
Phone: 06 833 6465 Contact: Steve Evans Office: Napier
www.peoplecentral.co.nz
Paul Kernot
Phone: 03 547 8376 Contact: Paul Kernot Office: Nelson
www.paulkernot.com
Rev Sales Network
Phone: 04 586 4733 Contact: Paul Newsom Office: Wellington
www.rsn.co.nz
RightFit
Phone: 09 414 1160 Contact: Colin Quinn Office: Auckland
www.rightfitrecruitment.co.nz
Sales Impact Group
Phone: 0274 350 950 Contact: Brett Burgess Office: Hastings
www.salesimpactgroup.co.nz
Sales Partners International
Phone: 04 586 4733 Contact: Paul Newsom Office: Wellington
www.salespartners.co.nz
Sales Toolbox
Phone: 0800 007 283 Contact: Richard Buttenshaw
Office: Wellington
www.salestoolbox.co.nz
SalesCoachingWorx
Phone: 09 362 0588 Contact: Kerry Swan Office: Auckland
www.salescoachingworx.co.nz
SalesFish
Phone: 09 834 6655 Contact: Liam Venter Office: Auckland
www.salesfish.co.nz
Sales Star
Phone: 09 524 0999 Contact: Paul O’Donohue Office: Auckland
www.salesstar.co.nz
The Sales Academy
Phone: 021 816 372 Contact: Tony Hillyard Office: Wellington
www.thesalesacademy.co.nz
The Foresight Institute
Phone: 09 478 4066 Contact: Jamie Ford Office: Auckland
www.foresight.co.nz
Win More Tenders
Sparkplug
Phone: 027 679 5027 Contact: Hugo Meares Office: Auckland
www.sparkplug.co.nz
Scotwork
Phone: 021 662 452 Contact: Adam Sands Office: Auckland
www.scotwork.co.nz
Top Achievers
Phone: 021 217 1633 Contact: Jean Barr Office: Auckland
www.topachieverssalestraining.co.nz
Zealmark Group
Phone: 09 573 1418 Contact: Grant Shields Office: Auckland
www.zealmarkgroup.co.nz
Team Success
Phone: 0800 TEAM4U Contact: Barry Watson Office: Auckland
www.teamsuccess.co.nz
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NZsM / MAY 2011 / 16
Mastering the Complex Sale
Jeff Thull is a leading-edge strategist and valued advisor for executive teams of major companies worldwide. Visit his website at www.primeresource.com
every sale is not a good sale. About 35 percent
of all sales are bad sales. In one way or another,
they leave the customer disappointed or the
seller with excess costs and diminished returns. Often
salespeople are so concerned with "getting the
order" that they write business that is not good for
themselves, their company or the customer.
Walking away from a situation that is not profitable
for anyone is the right thing to do. It requires that the
salesperson become comfortable with both hearing and
saying "no" and moving on to the next opportunity.
When professionals move on, they open themselves more
quickly to higher levels of opportunity and success.
spectacular success is always preceded by
unspectacular presentation. Traditional selling
maintains that if the salesperson is clever enough to say
all the right "sales stuff," he or she will be successful.
This is far from the truth. sales professionals know that
the preparation put into understanding the customer
and his or her industry is vital to success. understanding
the customer's critical issues and dissatisfactions-and
recognizing the business opportunities that arise from
them-takes research time and dedication.
Do not allow the customer to self-diagnose. This is
not to say that the customer isn't intelligent, it's just
that he or she doesn't make a decision regarding your
products and services very often. A customer may only
make such decisions once a year or even far less often.
sales representatives, on the other hand, continually
diagnose customers with similar situations. The
successful sales professional takes on the role of valued
advisor or business consultant.
You have competitors. Your customers have options.
When you're with your customers, don't refer to your
competitors as competitors; for example, by asking a
question like "Who are some of our competitors you're
T W O M I N u T e T O P u P
11 Timely TipsBy Jeff Thull
17 / MAY 2011 / NZsM
considering?" It conveys a very traditional sales image
of concern about the competition in the sales process
verses concern over the customer's situation. A better
question would be, "What are some of the options you
are considering?"
Never ask for the order. If you have to 'ask for the
order,' it should be clear that your customer has
missed something, and it's your fault. If the diagnostic
protocols have been followed, and the customer has
recognized problems that can be eliminated by the
solution you offer, the decision to buy will come as the
next step in a well-executed quality decision process.
The arm-wrestling of the traditional selling process
is replaced by the acknowledgement that a mutually
beneficial business relationship is developing.
You will gain more credibility through the questions
you ask than through the stories you tell. every
prospect expects salespeople to say good things about
themselves and the products they sell. Thus the stories
you tell are rarely taken seriously and are frequently
discounted. What is taken seriously is the concern
and knowledge you display in learning about the
customer's situation. Ask thought-provoking questions
which will help you to understand the customer's
unique situation and will help you and the customer to
manage quality decisions. When the customer hears
your question, he should say to himself: "she wouldn't
be asking that if she didn't understand our business."
Always be leaving. Customers have learned through
annoying experience that a traditional salesperson
won't take "no" for an answer. They hang on to their
customers like a bulldog on a postman's leg. Consider
that the customer's view could be valid. Displaying a
willingness to accept the customer's view will greatly
reduce the tension and cause the customer to be more
comfortable in expressing his or her real feelings. This
relaxes both of you and helps build an atmosphere of
mutual cooperation and trust.
Don't get emotionally involved. salespeople don't
have problems, their customers do. As you perform
your diagnosis and lead the customer through a quality
decision process, "yes" is not a problem and neither is
a "quality no." The customer who is losing $1 million in
sales due to inability to get a finished product passed
by quality control has a problem. It is only when you
feel the need to get the order now (when you come
across as "too hungry") that you run into problems. The
professional operates with an objective and clear mind
and methodically unravels the customer's challenges so
both the salesperson and the customer can come to a
mutually beneficial understanding of the problem and the
alignment of the solution. Being emotionally involved is
being defensive and biased toward your needs.
people never say what they really mean...at first.
People learn from a very early age that saying what is
really on their minds can have negative consequences.
As a result, they are cautious to express their real feelings
until they feel 'safe enough' with another person. The
professional salesperson 'peels the onion' to allow the
customer a feeling of safety, which allows for the free
expression of thoughts, opinions and feelings.
You can't sell a group. A guaranteed prescription for
failure is to present to a group without having first
identified and appealed to the critical perspectives
of its members on an individual basis. By the
time you present the solution, there should be no
surprises to anyone. everyone should be aware of
how the proposed solution will impact them, and
enough support should exist to guarantee that the
group decision will be a mere formality prior to
implementation of the solution. ■
NZsM / MAY 2011 / 18
R e s O u R C e C O R N e R
poke The Box: When was the last time you did
something for the first time?
Author: seth godin
publisher: Amazon
$20.97 from Fishpond.co.nz
If you're stuck at the starting line, you don't
need more time or permission. You don’t
need to wait for a boss’s okay or to be told
to push the button; you just need to poke.
Poke the Box might make you uncomfortable. It’s a
call to action about the initiative you’re taking – in
your job or in your life. Author seth Godin knows that
one of our scarcest resources is the spark of initiative
in most organizations (and most careers)– the person
with the guts to say, “I want to start stuff.”
Poke the Box is a manifesto about producing
something that's scarce, and thus valuable. It
demands that you stop waiting for a road map and
start drawing one instead. You know how to do this,
you’ve done it before, but along the way, someone
talked you out of it. Poke the Box just may be the kick
in the pants you need to shake up your life ■
Personalised booklet calendars for your business.250 New Zealand Scenic Booklet Calendars
Normally $6.00 each
Special Price $3. 20 each + GSTIncludes your company details printed in black ink.
To order phone: Tony 09 625 3373your details here
Q u I C K F I X
WIN A LAseR POINTeR PeN FOR YOuR QuICK FIX!
Personalised booklet calendars for your business.250 New Zealand Scenic Booklet Calendars
Normally $6.00 each
Special Price $3. 20 each + GSTIncludes your company details printed in black ink.
To order phone: Tony 09 625 3373your details here
The quality of your sales conversation will
determine your success. Very often we miss
opportunities because we fail to ask the next
question to develop the conversation and dig a
little deeper.
After your sales call, take a few moments to do a
personal debrief on the conversation. Do this before
you make the next call, or when you get back to the
car. Reflect on what went well, and what didn’t go so
well. What questions did you ask, and what answers
did receive to your questions?
Think through how you can improve the outcome
and value of the conversation for both you and the
customer by identifying the question that you didn’t
ask this time. This debrief will prepare you to ask the
question next time. ■
If you have a favorite ‘quick fix’ that you would like to
share with our readers (without giving your winning
secrets away!) then email the editor at pauln@
nzsalesmanager.co.nz. You will be in to win a high-
powered laser pointer pen, courtesy of the great guys
at Brand storming Promotions.
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It's not what you sell, it's how you sell
Quick fixYOuR peRsONAl DeBRIef
Is your business committed to professionalism in selling?
Visit us at www.rsn.co.nz for membership details!
Click to watch an introduction from Rev Sales Network founder Richard Liew!
Join New Zealand’s network for Sales Professionals today!
The Rev Sales Network would like to congratulate the following sales organisations for making the commitment to excellence in selling!
The Rev Sales Network invites you to join us for
Auckland Rev-Up #2 Wednesday 11 May 2011 Guest Speaker Hannah Samuel
The Topic
"The Currency of Trust” The currency of trust is at the heart of every purchase decision. From $1 donuts to million dollar deals, the greater the amount of trust a prospective buyer has in you, and your organisation, the more likely you are to make the sale. When traditional decision-influencers such as product, price, place and promotion are largely equal, buyers will use intangibles such as reputation, integrity and trust, to guide their purchase decisions. Quite simply, the higher your ‘trust-quotient’, the more successful you’re likely to be as a sales professional. Understand: • The value, and cost, of reputation and trust • The sales professional’s role in influencing and
managing expectations • A 5-step trust-building process that will keep your
clients coming back for more, and recommending you others
• Integrity-based credibility builders that will enhance your reputation and help build trust
The Presenter
RSN Rev-Up Series 2011 Auckland Rev-Up #2 With Hannah Samuel 12pm—2pm, Wednesday 11 May 2011 OfficeMax Training Centre 30 Sir Woolf Fisher Drive, Highbrook, East Tamaki Auckland Rev Sales Network Members: Free Non-members: $49.95 incl gst pp Includes light lunch
An award-winning speaker, columnist, and author, Hannah Samuel speaks, writes and mentors worldwide on issues around reputation, trust and integrity. Hannah’s insights are based on more than 20 years experience working in business development in the UK and New Zealand and she is the founder of online reputation service directory TRUSTcite. You can find out more about Hannah and hear what others have to say about her at www.hannahsamuel.com
Visit us at www.rsn.co.nz
The Details
To register your attendance for this event send an email with “Hannah Samuel” in the subject line and the number of tickets required to info@rsn.co.nz. Or for more details visit us at www.rsn.co.nz
Hurry! Registrations close Friday 6 May! Spaces allocated on first reserved, first served basis. Limit 80 attendees only.
With thanks to
RSN Rev-Up Series AUCKLAND 2011
How To Register
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