NZ Sales Manager Issue 79

1 / www.nzsalesmanager.co.nz

3 tips to maximising sales in 2014Hands free calling – how well prepared are you really?Slow down to go fasterDo you know what motivates you?NZ’s e-mag for sales leaders

feBrUarY 2014 IssUe 79

www.nzsalesmanager.co.nz / 2

6 THIs WeeK's mUsT read

sales Is a flaWed model

10 maxImIsINg sales IN 2014

Three tips you need to know

14 HaNds-free callINg

How well prepared are you, really?

16 TWo mINUTe Top Up

sloW doWN To go fasTer

19 QUIcK fIx

do YoU KNoW WHaT moTIvaTes YoU?

It’s not what you sell, it’s how you sell

20 resoUrce corNer

dIscover QUesTIoNs THaT geT YoU coNNecTed

Be the one seller buyers want to talk to

21 caleNdar

22 NZsm code of professIoNal sellINg

23 THe close

coNTeNTs


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from THeedITor

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

GRAPHIC DESIGNER / Sevim Dogru Ozan

GROUP EDITOR / Nick Harley

CONTENT ENQUIRIES /

Phone Paul on 04 586 4733 or email

[email protected]

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[email protected]

ADDRESS / NZ Sales Manager, C/- Espire

Media, PO Box 99758, Newmarket,

Auckland 1151, NZ

WEBSITE / nzsalesmanager.co.nz

IssN 2230-4762

NZ sales maNager WoUld lIKe To acKNoWledge THe sUpporT of oUr major parTNers

Happy New Year and

welcome to the first

issue for 2014. We

hope you are off to a great start

and wish you well for the year.

You might be thinking the title

of our lead article is provocative,

and it is well worth a read. I find

contributor Sharon Drew Morgen

talks a lot of sense. I can think of

many sales opportunities that I

have not won because the client

probably could not, or did not

know how to change to be able to

use the solution, and I was unaware

and therefore unable to help them

with this.

I was reading a media report last

week that a survey done by the

Ministry of Transport has revealed

that 47 per cent of the people

interviewed thought it unlikely that

they would be penalised for using a

mobile phone while driving.

In addition, when we are stationary

in the car, the number of us who

pick up the phone increases from 1

in 40, to 1 in 20. While we might not

be thinking about safety, I suggest

most of us would be unaware of

the $80 fine and 20 demerit points

if we do get caught either.

We’ve got the facts on the law

on mobile phone use for you in

this issue, which we hope you

find helpful.

Happy selling

paul

onsumer Vault can help

you better understand

your current customers

and prospects by adding intelligent

information to your existing database.

KMS Data is a licensed provider of

phone numbers from the White Pages

data WWW.kmsdata.co.nz E [email protected] P +64 9 621 0472

C

Consumer Vault contains contact details for over 1,000,000 adult New Zealanders. Being such a substantial database we focus on working with you to select the best prospects for your telemarketing, research, direct mail and acquisition campaigns.

directory and as such we can offer

a 95% accuracy guarantee and

typically achieve 98%. Our high level

of address accuracy ensures your

direct mail campaign qualifies for

bulk mail discounts.

We understand the cost of marketing

to the wrong prospects so we have

gone to great lengths to ensure we

can refine the database to identify

the absolute best prospects for you.

As we own and maintain the database

in-house, we know exactly what can

be done and are flexible in how we

can select and supply prospect

databases making Consumer Vault

KMS Data offer an obligation free consultation, contact us to discuss how we can help you.

CONSUMERVAULT

Home Ownersor Renters


CONSUMERVAULT

Age &IncomeRange

Age &Income Range

Gender

EthnicityEthnicity

Vehicles

Geographicallocation

Geographical location

Gender

Vehicles

BUSINESS VAULT

BUSINESS VAULT

Industry Type

Company Size

Direct Mail

Business Intelligence

Telephone Marketing

Locationor SalesTerritory


Industry Type

Company Size

Direct Mail


Telephone Marketing

Consumer Vault is one of New Zealand’s largest and exceptionally accurate residential prospect databases

one of the most user friendly and

cost effective residential prospect

sources for New Zealand.

Don’t buy customer or prospect

information you already have!

KMS Data are happy to remove

your existing contacts from

Consumer Vault ensuring you only

pay for new prospects.

Consumer Vault is 100% privacy

compliant. This means the database

has been constructed from legal

and ethical sources and KMS Data

remove people that are recorded

on the Marketing Association’s

suppression lists.

http://www.nzsalesmanager.co.nz

http://www.kmsdata.co.nz

onsumer Vault can help

you better understand

your current customers

and prospects by adding intelligent

information to your existing database.

KMS Data is a licensed provider of

phone numbers from the White Pages

data WWW.kmsdata.co.nz E [email protected] P +64 9 621 0472

C

Consumer Vault contains contact details for over 1,000,000 adult New Zealanders. Being such a substantial database we focus on working with you to select the best prospects for your telemarketing, research, direct mail and acquisition campaigns.

directory and as such we can offer

a 95% accuracy guarantee and

typically achieve 98%. Our high level

of address accuracy ensures your

direct mail campaign qualifies for

bulk mail discounts.

We understand the cost of marketing

to the wrong prospects so we have

gone to great lengths to ensure we

can refine the database to identify

the absolute best prospects for you.

As we own and maintain the database

in-house, we know exactly what can

be done and are flexible in how we

can select and supply prospect

databases making Consumer Vault

KMS Data offer an obligation free consultation, contact us to discuss how we can help you.

CONSUMERVAULT



CONSUMERVAULT

Age &IncomeRange

Age &Income Range

Gender

EthnicityEthnicity

Vehicles

Geographicallocation

Geographical location

Gender

Vehicles

BUSINESS VAULT

BUSINESS VAULT

Industry Type

Company Size

Direct Mail


Telephone Marketing



Industry Type

Company Size

Direct Mail


Telephone Marketing

Consumer Vault is one of New Zealand’s largest and exceptionally accurate residential prospect databases

one of the most user friendly and

cost effective residential prospect

sources for New Zealand.

Don’t buy customer or prospect

information you already have!

KMS Data are happy to remove

your existing contacts from

Consumer Vault ensuring you only

pay for new prospects.

Consumer Vault is 100% privacy

compliant. This means the database

has been constructed from legal

and ethical sources and KMS Data

remove people that are recorded

on the Marketing Association’s

suppression lists.

http://www.kmsdata.co.nz


mUsT read

Do you know why you don’t close all the sales you deserve

to close?

Do you know, on your first prospecting call, who will buy?

Do you know where buyers go when they say ‘I’ll call you back?’

Do you know what takes buyers so long to buy when it seems so

obvious to everyone – including them?

By Sharon Drew Morgen


You don’t know the answers to these questions

because the sales model is geared for solution

placement. Of course you give good service, ask all

the right questions, understand the need and how

it fits with your solution. But the sales model is not

set up to manage the personal, human, political,

strategic, and hidden systemic issues that buyers

must handle internally to get the buy-in and develop

the pathway to bring in a new solution.

The buyer’s environment is a kind of system, with

people, and policies, initiatives and relationships, all

working together, fighting to maintain themselves.

And when they consider fixing something, they have

to manage everything that touches it or face chaos.

Just as you can’t just purchase a new house on the

way home and announce to your family that you’re

moving tomorrow, a buyer cannot just choose a

solution to add to the well-functioning mix of givens

within the status quo. It’s not about the house.

mUsT read

To continue with the analogy, the sales model

merely understands the family needs for a house

and then finds the house. It does not handle the

fight between the parents and teenagers who don’t

want to move from their friends, or the decision to

move closer to in-laws, or the discussion around a

possible divorce. To sell the house, these details

are unnecessary. To buy the house, it’s imperative

to resolve first before they know what or if to buy.

And everyone must buy-in somehow before a choice

is made.

“the sales model is not set up to manage the personal, human, political, strategic, and hidden systemic issues that buyers must handle internally to get the buy-in and develop the pathway to bring in a new solution.“

http://www.ibexmarketing.co.nz


mUsT read

A new skill set that works alongside of sales is

required and I call this Buying Facilitation®. It’s not

sales, but it’s a change management mode that

can be used in any change situation (management,

negotiation, coaching) to help others reorganise and

reconsider their status quo so something new can

enter. This is based on a servant-leader goal, to truly

help others make their best decisions.

Here’s an example. The head of Consumer

Banking of Barclays Bank called to ask if Buying

Facilitation could be used with a program they were

developing. Here’s the dialogue. Note that I am not

doing a sales job here (that will come later – buyers

need solution data only when their other decisions

and internal change issues have been handled) but

am helping him figure out how to bring change and

get buy-in… all of which would include my help at

some point, but not specifically about my solution.

BANK: Can Buying Facilitation be added to the

software we are developing so customers will be

able to choose the best product?

SDM: Yes. But what’s stopping your tech guys

from trying to do that for you?

BANK: Nothing. They’ve already bought a few

of your books and are trying to put your ideas into

their software design.

SDM: So I’m hearing they’d rather do it all

themselves. How would you and the rest of the

Buying Decision Team know if you’d prefer the

capability you’d get working with me directly or with

the outcome they’d get from the tech guys using

my books?

BANK: They won’t know the difference, but I’ve

read some of your books and I know that you keep

some of the ‘How To’ out of the books. So I know

you’d provide more, but they won’t.

SDM: What should you and I do to help them

decide what will be their best solution?

BANK: Let’s set up a conference call.

At that point, he named two department heads

that needed to be involved – technology and

training. I suggested he might add the heads of HR

SHARON DREW MORGENVisionary, New York Times Best Seller, Developer Of Buying Facilitation


mUsT read

sharon drew morgen has been helping sellers influence and facilitate the buyer’s behind-the-scenes buying journey since the mid 80s. To find out more visit www.newsalesparadigm.com

(to train 4000 people), internal consulting/project

management, sales, and retail banking. He set up

the conference call.

On the call, the CEO of Barclays joined the call.

We all worked together for a month (I’m on the

Buying Decision Team at this point) to figure it out.

And I ended up with my piece of the pie – with no

proposal, no visit to UK, no price discussion, no

competition. My solution was irrelevant until they

understood how they needed to bring in something

new and fit it in, and until all of the right people

were on board to fully define the need.

Sales is great. But if you add the change

management piece to the front end – before you

sell, or understand needs, or make a presentation,

you can easily know - who will close, approximately

when, and how to help them discover, prepare, and

facilitate buy-in for the buyer…and, get onto the

Buying Decision Team on the first call. Halving the

sales cycle.

Until or unless buyers have all of the change

management issues covered, they will not buy,

regardless of the match between your solution

and their need. They are doing ‘well-enough’, and

if they could have resolved the issue, they would

have already.

My solution was irrelevant until they understood how they needed to bring in something new and fit it in, and until all of the right people were on board to fully define the need.

http://www.primalearth.co.nz

MAXIMISING Sales in 2014

In many ways sales has changed more in the past

few years, than it has in the 30 years preceding.

Yet still so much of sales remains how it was 150

years ago. It is personal, timely and relationship-

based. This makes 2014 a year to look forward to,

with boundless opportunities to engage buyers in

a different way with a renewed focus on the buyer.

Also being mindful that the challenges to break

into new accounts and get those truly incremental

sales for your company have never been harder, but

such a large proportion of sales interactions are so

awful that the opportunities to stand apart are yours

to take.

So what has changed looking forward to 2014?

In complex business-to-business to sales, successful

outcomes are the result of a huge number of

variables that differ in each sale. However, a number

of factors are reported that divides the winning

seller with the remainder.

By Stuart Edmunds

THREE TIPS YOU NEED TO KNOW



1) EDUCATION: Top sellers educate buyers with new ideas

or thinking.

Buyers desperately want sellers to bring more value

to the table. Expand their knowledge, give them

new ideas that can change their thinking, or at least

serve as a hook to engage in further discussion.

This might be through sharing original, reposted

or repurposed content such as white-papers,

presentations, webinar recordings or invites,

websites, videos or research. Of course this material

needs to be timely and applicable to the buyer.

The seller becomes known as a source of insight to

the buyer.

2) COLLABORATION: Buyers have personal and business goals

Buyers want to be part of the solution, so make

sure you work with them to achieve this. When a

purchase is made, one of two things has occurred:

• Need: the buyer drives proportionally more

demand and have some requirement to buy.

• Want: the seller drives proportionally more

demand, until a ‘want’ is evolved in their minds

as a priority purchase.

Because the buyer isn’t required to buy

when a seller is driving demand, sellers

must be able to drive the priority up

the scale to make the purchase happen,

but you’re nowhere near the top of the

buyers’ priority list when you start. The

keys to moving up this list are:

• Desire: they really need to want

what you can do for them.

• Ownership: take something not

even on their long-distance radar

screen and take on the deep belief

they must do something about this.

Top sellers collaborate with prospective

buyers almost three times more than

second-place offerings. Collaboration

helps in almost every sales environment.

http://www.kndconsultancy.co.nz


3) ACTIVE LISTENING: One part of truly understanding.

Actively listening to buyers and following up

with relevant information to demonstrate your

understanding is regrettably lacking with many sales

interactions. Salespeople, like most of us, have

selective hearing and still miss the points above in

item 1 - Educating with new ideas or perspectives.

Winning sales people educate with new ideas,

but they also listen and truly understand needs,

before educating.

A salesperson who is talking too much, and not

actively listening, is probably thinking or feeling:

• The need to pitch my product or service

• I like to hear myself speak

• I get nervous with gaps in the conversation, so

I speak to fill the void

• I have no plan or objective

• I’m distracted and go off-plan

• I already know what they’re going to say and

what they need

If you’re not actively (actually) listening you:

drastically diminish the window of opportunity to

build rapport can only guess what elements of

your offering will give the maximum value for this

particular buyer. You miss the chance to uncover

true needs and craft something truly special

We’ll say it again. Sales has changed, yet so much

remains the same. Above all, every customer is

human and very few like to be sold to, although

every business needs to sell in order to survive

and grow.

These tips, whilst simple to understand, are difficult

to master. Study them and prepare for more success

in 2014.

We’ll say it again. Sales has changed, yet so much remains the same. Above all, every customer is human and very few like to be sold to, although every business needs to sell in order to survive and grow.

stuart edmunds is the founder of the New Zealand Institute of sales, the only national, cross-industry professional organisation dedicated to elevating the sales profession in New Zealand. They support professional development, peer networking and industry awards among members who support, work-in and lead sales organisations. To find out more visit www.instituteofsales.co.nz

http://www.growingorganisations.com

mailto:info%40growingorganisations.com%20?subject=Talk%20to%20us%20to%20find%20out%20how%20we%20can%20help%20you%20grow%20in%202014


HANDS-FREE CALLING

Mobile phone communication is a daily reality for most business people including while ‘on-the-

go’ in vehicles. There are a range of devices to assist hands free calling while driving, and the

uptake of them since the driver law change in November 2009 has been universal. However, many

companies may currently be exposed to a prosecution by the Department of Labour if one of their employees

is involved in a vehicle incident caused by them using a mobile phone. Even with a Bluetooth device in use, if

the mobile phone is handled at all, this is in breach of the Law. Some companies have a policy forbidding any

phone use by a driver – even such a policy may prove to be inadequate protection for a company against a

prosecution under Occupational Safety & Health (OSH) regulations.

We spoke to Dave Youngson, of Point to Point New Zealand, to find out more about the law and

driver safety.

NZSM: So what’s the issue here Dave?

DY: Human nature being what it is, a particular

set of circumstances may cause a driver when

taking a call to handle their phone, resulting in a

tragic outcome.

NZSM: What does the Law require of

an employer?

DY: A paraphrased version essentially says that all

employers have a “Duty of Care” towards all their

employees, at all times, to make all reasonable

provisions to ensure a safe workplace environment.

This of course includes a vehicle.

In court it may be established that it is not

unreasonable to invest in a car-kit to provide hands-

How well prepared are you, really?

free calling of a quality such that drivers will always

use it. This may well be measured against the tens-

of-thousands of dollars invested in a vehicle and

hundreds in a phone or other device, and deemed

to be a small additional price to pay verses accident,

injury or death.

NZSM: What does the (Nov. 1st 2009) Law state?

DY: A driver may push buttons infrequently if the

phone is secured in a cradle or holder.

A fully installed (hard-wired) car-kit with a cradle

to secure the mobile phone further mitigates the

company’s liability with regards to “duty of care”.

The cradle also provides connection to an aerial

outside the vehicle for a stronger signal.

NZSM: Who should be using car kit?

DY: Anyone who wants to make or receive phone

calls while they are driving. Particularly those who

spend significant time driving in a working day and

need to be in contact.

NZSM: As well as compliance with the law, are

there other reasons to use one?

DY: A good quality car-kit solution enables a driver

to make and receive calls with ease during what may

otherwise be less productive time – often for longer

periods in a day. Higher-end solutions are now fully

voice controlled and completely hands-free. They

read out loud emails and txt messages, record a

message or conversation, assist navigation and even

provide safer heads-up music selection.

NZSM: What about vehicles that already have

Bluetooth in their stereo head-units?

DY: Since these have been available, the

experience of users has been mixed. Some find that

too often they do not produce satisfactory audio

quality for the caller (not in the vehicle) to hear with

ease, for others their mobile phones won’t connect

with them. This may result in drivers not using

Bluetooth, and handling their mobile phone which

increases risk or that driver being out of contact

which could reduce productivity.

NZSM: What’s the one thing that people must

consider when choosing this kind of product?

DY: Will it work well enough for me such that I will

ALWAYS use it?

point to point Technology distribute the BUrY range of in-vehicle hands-free solutions. They are committed to assisting safer road usage in New Zealand. To find out more visit www.ptp.net.nz

15 / www.nzsalesmanager.co.nz 15 / www.nzsalesmanager.co.nz

HANDS FREE SOLUTIONS FOR SMARTER DRIVERSClick here to receive 10% discount! - Use promo code: SM30214

www.ptp.net.nz

http://www.ptp.net.nz/nz-sales-manager.html


When I was 19 I rode a motorbike. Then I did this course where

we rode around a real racetrack. After half an hour, Richard

our riding instructor said “Get up to 100kph, then brake as

Slow down to go FASTER

By Daniel Batten

2 mINUTe Top-Up

hard as you can. So I did. He told me “It took you

44 meters. Daniel, you are a danger to yourself and

others. Let’s show you how to brake properly.”

By the time he’d finished I was getting up to 100kph

and braking in just 19 meters.

Then just as I was starting to feel good about my

achievement, he said “Back on the track, let’s time

you again.” That good feeling evaporated. I knew

that with all that braking I’d have caught “slow-

disease”. Anyhow, I did another lap. And there was

Richard, beaming. “Seven seconds faster”.

I couldn’t believe it.

By learning to slow down, I’d learnt to

speed up.

Why?

Well, because I could slow down more

effectively, I could accelerate up each straight

for longer. That meant I spent more time at a

higher speed, and in more control too.

In life, that whirring engine is your mind; the

“track” is your outer world of activity. When

you learn to slow down – not only do you

make life less anxious for yourself and others;

your performance improves “on the track.”

This year, stop trying to do more; start

mastering how to slow down. This is the

secret to gaining more success and less stress

at the same time.

Happy new year.

2 mINUTe Top-Up


daniel Batten is a true linguistics champion and marketing thought leader who can take your marketing message and organisation beyond its current ceiling. To find out more visit www.beyondtheceiling.com

http://www.digitalplanet.co.nz

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If you can’t instantly answer this

question, then it’s time to pause

for a while and figure this out. Your

success will depend on it.

Some people have a strong internal

motivation (intrinsic) and drive. They

can be equally effective in a variety of

environments. Others need motivation

from the outside (extrinsic). It could be

the office environment, or a regular pep

talk from a partner, manager or friend

from which they draw their motivation.

When you have the answer, make sure

that the factors which provide this

motivation are sufficiently present on a

daily basis. If not, you should consider

what changes you need to make to your

situation or to your daily routine.

QUIcK fIx

IT’s NoT WHaT YoU sell, IT’s HoW YoU sell.

DO YOU KNOW WHAT MOTIVATES YOU?

QUIcK fIx



authors: Deb Calvertpublisher: People First Productivity Solutions from www.amazon.comprice: $17.96

Make every sales call count and be the

one seller buyers want to talk to! With

DISCOVER Questions™, you will be able

to differentiate yourself from the pack, create value

for your buyers and connect in ways you never knew

were possible. The research (over 15 years of it with

sellers like you) and anecdotes from actual sales calls

will show you exactly how to become more effective

in all stages of your sales process. You will advance

the sale more efficiently when you use DISCOVER

Questions™ and the sales approach described in

this book.

dIscover QUesTIoNs

THaT geT YoU coNNecTed

Be THe oNe seller BUYers WaNT To

TalK To

resoUrce corNer

daTe Name place compaNY lINK

Tuesday 4th March -

Wednesday 5th March

Key account management

Wellington NZIm http://www.nzim.co.nz

Thursday 13th March prospecting and gold calling

Christchurch The marketing company

http://events.themarketingcompany.

co.nz

Monday 17th March sales development Auckland david forman http://www.davidforman.co.nz/

Our-Programmes/Sales/Sales-Devel-

opment.aspx

Tuesday 18th March cold calling and pros-pecting

Auckland Top achievers sales Training

www.topachieverssalestraining.co.nz

Tuesday 18th March sales Basics Auckland geewiz www.geewiz.co.nz/seminars

Wednesday 19th March sales management Auckland geewiz www.geewiz.co.nz/seminars

Wednesday 19th March sales Ignition day New Plymouth The marketing company


co.nz

Thursday 20th March overcoming objections Auckland Top achievers sales Training


Monday 24th March Territory planning and management

Auckland david forman http://www.davidforman.co.nz/

Our-Programmes/Sales/Territory-Plan-

ning-and-Management.aspx

Tuesday 25th March sales process Auckland Top achievers sales Training


Wednesday 26th March -

Thursday 27th March

essential marketing Boot camp

Nelson The marketing company


co.nz

Monday 31th March sales leadership for results

Auckland david forman http://www.davidforman.co.nz/

Our-Programmes/Sales/Sales-Leader-

ship-for-Results.aspx

caleNdar


Does your organisation have a code of sales ethics? We’ve developed this one especially for NZ Sales Manager readers.

Please feel free to adopt for your team or organisation!

When dealing with me:• You will find honesty and integrity.

• You will be listened to. I will seek to understand.

• You will be told the truth, how it is and as it happens.

• We will be working towards mutual gain.

• You can expect me to follow through on the promises I make.

• You can expect me to be committed to my own personal development.

• You can expect me to be an ambassador for the sales profession.

THe NZ sales maNager code of professIoNal sellINg

http://http://www.nzsalesmanager.co.nz


Have you subscribed to NZ Sales Manager? It’s free!Simply visit www.nzsalesmanager.co.nz to get a copy of NZ Sales Manager

delivered straight to your inbox monthly!

“Ever tried. Ever failed. No matter. Try again. Fail again. Fail better. ”

- Samuel Beckett (and tattooed on Stanislas Wawrinka’s left arm)

THe close

http://www.nzsalesmanager.co.nz

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NZ Sales Manager Issue 79

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