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www.nzsalesmanager.co.nz | 01
NZSALES
NZ’s e-mag for sales leaders | www.NZSALESMANAGER.CO.NZ
What separates the Bestfrom therest?
are You Prepared for Your sales Presentation?
are defective Handshakes Killing Your
sales?
Page 5
marCH | ISSUE 80
Keep it Positive
How to make sure your time at work is well spent
Page 10
Page 18 Page 20
Using positive language can help
ensure sales
02 | www.nzsalesmanager.co.nz
from the editorWelcome to a fresh and vibrant
new look to the magazine which we hope you enjoy.
Prospecting is always a topic that generates interest, and we have a couple of quite different articles in this issue. Paul McCord articulates particularly well the difference between being busy preparing to prospect,
and being busy with productive prospecting. It will make a useful discussion topic for any sales team, or for a coaching session.
I’ve had an article on ‘the handshake’ on the list for including in the magazine for a while, and there is no better summary than the one from the late Conrad Elnes, who sadly passed away last year. His article is full of great tips about how to make a good first impression.
ABOUTShort 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.
Handshakes are one of those things that we tend to learn by trial and error as we grow up, and we might be fortunate to have parents or relations who give us a few tips along the way.
It might make you think about your handshake, and again, it is a topic that you could have some fun with in a training session with your team.
PN
CoNTaCT&sHare
W www.nzsalesmanager.co.nz
EDITOR Paul Newsom
ART DIRECTOR Jodi Olsson
GROUP EDITOR Nick Harley
ADDRESS NZ Sales Manager, C/- Espire Media, PO Box 99758, Newmarket, Auckland 1151, NZ
ISSN 2230-4762
CONTENT ENQUIRIES Phone Paul on 04 586 4733 or email [email protected]
ADVERTISING ENQUIRIES Phone Richard on 09 551 0607 or email [email protected]
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04 | www.nzsalesmanager.co.nz
marCHcontents
THIS WEEK'S MUST READ.................................................................................6wHAt SEPARAtES tHE BESt fROM tHE RESt?How to make sure your time at work is well spent
ARE DEfECtIvE HANDSHAkES kILLING YOUR SALES?......................10How inneffective greetings turn prospects off
ADVERTORIAL....................................................................................................14tHE END IS NIGH fOR wINDOwS XP! IS YOUR BUSINESS READY?
IN THE NEWS.......................................................................................................16
TWO MINUTE TOP-UP.........................................................................................18ARE YOU PREPARED fOR YOUR SALES PRESENtAtION?
QUIcK FIx.............................................................................................................20It’s not what you sell, it’s how you sell
BOOK REVIEW.....................................................................................................21People Love You by Jeb Blount
EVENTS cALENDAR...........................................................................................22
THE cLOSE..........................................................................................................23
03 | www.nzsalesmanager.co.nz
www.nzsalesmanager.co.nz | 05
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06 | www.nzsalesmanager.co.nz
mUsTread
What separates the Best from the rest?
words by Paul Mccord
How to make sure your time at work is well spent
As a seller, sales leader, business owner, and sales
consultant I’ve seen and worked with thousands of
sellers from dozens of industries and from all sales
career stages. I’ve seen the best of the best and the worst
of the worst and all in-between. I’ve seen sellers who failed
miserably as well as those making well into the seven or
even eight figures.
06 | www.nzsalesmanager.co.nz
www.nzsalesmanager.co.nz | 07
One group prospects, the other group simply thinks they prospect. the successful group is getting in front of great prospects and making sales while the other group is baffled by their lack of sales success because they insist that they are ‘always prospecting.’
www.nzsalesmanager.co.nz | 07
Consistently the single biggest difference I have seen between the successful sellers and the also rans is prospecting. What is so different about prospecting that one group makes a ton of sales and the rest fail or just make a living?
Almost all in the second group can produce lists of prospects, some of which they’ve called; they can show where they’ve sent out a ton of letters and emails; they can give receipts for advertising they’ve bought; they can produce flyers that they’ve plastered all over town.
Most have been busy; there is little doubt about that. the problem is that although they have been busy, they haven’t been prospecting.
Instead of prospecting, they’ve been doing ‘things’ - creating flyers, writing letters and emails, attending non-qualified networking events, constructing call lists - and on occasion actually making a few phone calls. Like many salespeople, they’ve confused doing preparatory and busy work getting ready to prospect with the activity of prospecting.
08 | www.nzsalesmanager.co.nz
Although they have spent a great deal of time doing busy work, they have spent very little time actually connecting with and getting in front of decision makers. they think they are always prospecting, but in reality they find ways not to prospect. they engage in a great deal of activity, but the activity engaged in isn’t the activity that would produce business.
Instead, it is the activity that made them feel good, that made them feel productive, allowed them to convince themselves that they were being extremely active.
we salespeople tend to focus on activity - after all, activity is what gets us in the door, gets us the business we must have in order to succeed. But activity alone is fruitless. Activity for activity’s sake is just as sure a way to failure as inactivity.the salespeople in the second group above believed they were highly productive because they felt productive.
Prospecting isn’t preparing to prospect; it isn’t finding easy ways to feel like you’re getting your message out; and it isn’t doing busy work. Plastering the shopping mall parking lot with flyers or sending out thousands of spam emails may be easy, non-threatening activities, but they are also career killers.
Prospecting is a very specific activity - connecting with a decision maker, and that requires a physical connection.If you cold call, that means being on the phone, not getting ready to get on the phone.
If you network, it means actually being in front of and meeting prospects or garnering introductions to prospects from referral partners, not researching events or even spending time at non-qualified events where you’ll meet few, if any, prospects. It means connecting with quality prospects through highly targeted and personal letter and email communications, not sending out thousands of pieces of spam hoping that someone will read and respond.
although they have spent a great deal of time doing busy work, they have spent very little time actually connecting with and getting in front of decision makers. They think they are always prospecting, but in reality they find ways not to prospect
www.nzsalesmanager.co.nz | 09
www.mccordandassociates.comPaul mcCord is a bestselling author, speaker and leading authority on lead generation and personal marketing.
It means creating a highly targeted and well researched direct mail campaign, not just sending letters to a purchased list.
Yet even in the above prospecting activities, the prep and research time is not prospecting time and should be done only during non-productive prospecting hours.
Investing time and energy in the wrong activities has killed as many sales careers as inactivity has. As salespeople we have
three very basic duties - finding and connecting with quality prospects, working with those prospects to help them satisfy needs or wants and to solve real issues, and insuring that they are taken care of during and after the sale.
Everything else is busy work and busy work doesn’t make a sale, doesn’t generate income, and doesn’t move us toward our sales or income goals.
Before you engage in any activity consider whether that activity is income producing or not. If it isn’t directly producing income, does it really need to be done? If not, move on to an activity that will directly lead to a sale.
010 | www.nzsalesmanager.co.nz
are defective Handshakes Killing Your sales?
words by conrad Elnes
How inneffective
greetings turn prospects off
Year by year, it becomes increasingly challenging to secure appointments with new prospects. therefore, it is also becomes essential that your salespeople
convert most prospects into sales. Yet studies indicate that even senior salespeople close only about one-third of their new prospects. failing a sale, they remain on the outside, and standing against them are 16 INs that conspire to keep them OUt. On the next page are examples of one such IN - INeffective handshakes, and solutions that can correct them.
www.nzsalesmanager.co.nz | 011
>>The SOLUTION: Handshakes are so important that many of our sales and customer service training clients have asked for specific suggestions for making corrections. I have compiled a list of the most important flaws along with some corrective suggestions. Shake with your sales associates and suggest corrections to each person when needed.
You don’t get a second chance to make a good first impression
Prior to discussing handshakes, let me give you some background. In his book, Social Intelligence, author Daniel Goleman asserts that successful people must master two sets of social skills, Social Awareness and Social Facility. An important element of the latter is meeting the expectations of others. Included in this skill set are good manners and language skills, appropriate dress and correct business handshakes.
However, the handshakes of nearly forty percent (40%) of salespeople contain a flaw. An INeffective handshake may turn buyers off within seconds of meeting them. In fact, INeffective handshakes may be keeping some of your salespeople OUt right now!
012 | www.nzsalesmanager.co.nz
FLAW POOR EYE cONTAcT cORREcTION Somewhat common. Practice with friends and colleagues until comfortable.
FLAW LAcK OF A WARM SMILE cORREcTION See above.
FLAW THUMB WEBS DON'T INTERLAcE WHILE SHAKING. (MANY MEN ARE UNSURE ABOUT THIS, ESPEcIALLY WHEN SHAKING HANDS WITH WOMEN)
cORREcTION Extend thumb at 90 degrees to fingers when extending the hand.take care that webs interlace. If not, say "Oops we missed," release your grip and push.
FLAW HAND IS cUPPED, SO PALMS DON'T TOUcH
cORREcTION See above. Be sure palms press together.
FLAW GRIP IS TOO WEAK OR OVERLY STRONG
cORREcTION If you follow the two above points, you can make a firm grip without hurting the prospect.
FLAW PROSPEcT TWISTS YOUR HAND UNDER
cORREcTION Message - "I have the upper hand." Hear the message.
FLAW SALESPERSON ExTENDS HAND WITH PALM TWISTED UP
cORREcTION Message - "I'm giving you the upper hand." Legitimate shakes are perpendicular to the floor.
FLAW DOUBLE cLASP SHAKE cORREcTION too warm for most business shakes.
FLAW TOO MANY SHAKES cORREcTION Ritz Carlton Hotel studied this. the best number is two shakes.
FLAW HOLDING HANDS TOO LONG cORREcTION If a prospect holds your hand a long time, it may be positive. Release your grip if you become uncomfortable.
FLAW STIFF ARM (APPROAcHING A PROSPEcT WITH ARM STRETcHED FULL LENGTH)
cORREcTION Prospect will mirror you and stop three feet apart. too far and stand offish. Bend elbow 90 degrees at waist as you approach. Prospects will mirror you.
FLAW INVADER (SALESPERSON INVADES PROSPEcT'S 18 INcH BUBBLE OF PRIVATE SPAcE)
cORREcTION See above.
FLAW LEFT HAND HIDDEN IN POcKET OR BEHIND THE BAcK
cORREcTION Let the left hand drape at your side. It has no function during a business handshake.
FLAW DEFERENcE TO A WOMAN WHILE SHAKING
cORREcTION this may be the unpardonable sin. No gender deference in business shakes!
FLAW JUxTAPOSED BODY POSITION WHILE SHAKING
cORREcTION Stand squarely face-to-face.
Handshake habits formed during childhood may be difficult to break immediately. Since this skill is so essential, work with those who are ‘Handshake Challenged’ until their correct handshake is second nature. Both of you will receive a big payoff. ●
The late Conrad C elnes was an author and corporate trainer, and is listed in the Who’s Who of sales Thought leaders.
www.nzsalesmanager.co.nz | 013
Talk to us to nd out how we can help you grow in 2014!Contact Ross Wilson on 021 152 8400 or email [email protected] for a no
obligation discussion about how we can help you achieve your sales goals in 2014
www.growingorganisations.com
014 | www.nzsalesmanager.co.nz
April 8, 2014, will be a moment of truth for businesses that run windows XP as their It’s main
operating system. After this date, Microsoft will no longer be providing security updates for the windows XP operating system (OS) which patch vulnerabilities that may be exploited by malware.
what this means is that after April 8, businesses still running the old XP operating system face increased security risks to their data, increased costs and lack of technical support. It is critical then that businesses of all sizes begin planning and move off of windows XP prior to this date.
However, with less than a month left before this ‘End of Support’ (EOS) point, many business owners are still wrestling with how to make the jump from windows XP to a modern operating system. for many small and medium-sized businesses with little to no It budget, the process may fall on one employee or the owner themselves and upgrading 5, 25 or 250 computers can seem daunting.
the problem is, some business owners may not know what computers in their business are running windows XP and how to migrate them to a newer OS, or if they need to purchase new devices. to help ease the process, Microsoft has developed a handy checklist that covers the key steps small and medium-sized businesses need to take to be ready well before April 8.
Evaluate Your Hardware Needs first, you need to check to see if you are running windows XP. If you are, odds are that you are using an older desktop PC or notebook. that hardware did a great job providing a powerful windows XP experience, but technology has improved dramatically since then.
Migrating to hardware with a currently supported operating system – such as windows 7 or windows 8.1 – will mean you will receive regular security updates to protect their computer from malicious
attacks. Older hardware is simply not designed to support a modern operating system like windows 8.1 or the mobile demands of the modern workforce, so the sooner you upgrade the smoother will be your transition before support ends.
windows 8.1 devices are all about choice, and you’ll find many of them offer the power and productivity needed for a more mobile workforce with the specs and price point to meet any of your business needs.
Prepare Your Data Once you know which devices make sense for your organization, you’ll need to think through how you are going to move your company data. It’s common to feel a bit nervous when it comes time to move years of sensitive company data across devices, but advances in cloud technology make it easier than ever to backup, store and transfer files.
As you map out your migration strategy, include a plan for how you will both backup sensitive files and securely transfer your company data across PCs. If you are unsure as to the most efficient way to do this for your organisation, Microsoft has resources to help you sort through the various options.
Check Your Apps few things are as frustrating as picking a new device, moving over your data and sitting down to work, only to discover that a critical business application is not compatible with your new operating system.
to avoid this, evaluate your applications before starting your migration. Not only should you check the applications you have downloaded directly onto your PCs, you should also double check any web-based applications that your business uses to ensure they will work with an updated version of your internet browser.
Deploy a Modern Operating System with your new hardware in place, your data safely transferred and your applications up and running, your business is ready to take full advantage of a modern operating system.
windows 8.1 is the operating system that Microsoft designed for modern business. It builds on windows 7 fundamentals like increased speed, reliability and security, while creating a modern platform designed for a new generation of hardware experiences
Because it works across everything from tablets and innovative touch devices to traditional desktops and laptops, windows 8.1 is great for business because it is designed to deliver the experiences your people will want, with the enterprise-grade capabilities they need.
Microsoft originally announced that support would end for windows XP in September 2007. Since that time we have been working with customers and partners to help them migrate existing windows XP PCs to a modern operating system.
If your business still has to attend to this issue, don’t worry; there is still time – but if you want to ensure your business remains free from data security issues associated with windows XP, now is the time to think about how your business will ‘get modern’. ●
Visit microsoft.co.nz/getmodern for great deals on software upgrades.
Cheese gets better with age. Software doesn’t.Unfortunately, time takes its toll on technology. Microsoft will soon end security updates for: • Windows XP • Office2003 • WindowsServer2003Without these updates, you leave your organisation at risk of harmful viruses and business disruptions. Ensure your business is future ready.
adVerTorIal
Visit microsoft.co.nz/getmodern for information and to take advantage of current discounts in market. You can also follow us on Twitter@msNZBusiness and sign up to our newsletter for updates.
www.microsoft.co.nz/getmodern
The end is nigh for Windows XP! Is your business ready?
www.nzsalesmanager.co.nz | 015
Visit microsoft.co.nz/getmodern for great deals on software upgrades.
Cheese gets better with age. Software doesn’t.Unfortunately, time takes its toll on technology. Microsoft will soon end security updates for: • Windows XP • Office2003 • WindowsServer2003Without these updates, you leave your organisation at risk of harmful viruses and business disruptions. Ensure your business is future ready.
016 | www.nzsalesmanager.co.nz
Everybody wants satisfied customers, whether you’re the owner of the business, or one of those people providing service. these customers make for both good business and better working days for staff.
A new online solution has been launched by ServiceIQ that will make it a lot easier to do just that. It will also provide those looking for a job with a few extra skills that could get them near the top of the preferred candidate list.
ServiceIQ Skills Online (www.ServiceIQskillsonline.org.nz) has started with courses that cover some key essentials for businesses in the service industry: customer service skills, resolving complaints, and consumer legislation.
the initial suite of four courses has a special introductory price of only $25 each. Courses are purchased online, and can be accessed by smartphone, tablet or computer. Many more courses, covering a wide range of topics, will be added throughout 2014.
ServiceIQ CEO Dean Minchington says the online courses offered are to the same standard and cover some of the same material as qualifications taught offline. “Everyone can learn useful skills and gain new knowledge from these courses because they are based on parts of training programmes. think of them as a taste of what it’s like to study towards a qualification, as well as the opportunity for you to up skill.
“Every successful course completion also generates a certificate that can be printed out to show that you have acquired new skills and knowledge. that makes it valuable
INTHeNeWs
for anyone in a role, or looking for a job in a service industry, or indeed anywhere in work or life where good customer or personal relationships are important.
“ServiceIQ’s Skills Online learning is an excellent option for many people and businesses because it’s time and cost-effective, and the course can be done on any device whenever time allows. whether you want to sit and complete the course in one session, or break it up into chunks, it’s up to you. the system remembers where you got up to, and you simply pick up from where you left off.”
Registering at www.ServiceIQskillsonline.org.nz
is free, and this allows you to explore the site, check out the comprehensive fAQs and get more information on each of the learning options.
NeW sKIlls oNlINe aNYWHere aNYTIme
www.nzsalesmanager.co.nz | 017
INNoVaTIVe WeB sHarINg from a TaBleTIn what looks like a world first for information sharing from a mobile device, Wellington, New Zealand based Showcase Software has released an incredible new feature to its popular tablet content management system. Showcase Web Share enables users to share an entire tablet presentation – including videos and slides – directly with a client or prospect. Sending recipients an email directly from their presentation includes a link, which opens a browser on the recipient’s laptop or PC and gives them instant access to all of the rich content they have viewed on the tablet, without downloading massive files.
Adam Blackwell, Marketing Director of Showcase says, “Not only can a sales person know they have all of their essential sales collateral in one easy app-based format on their tablet, they can now also share that material in real time with a prospect or client. Then, when they get back to the office, they can check Showcase analytics to see when their prospect viewed the presentation.”
Keeping the information fresh and current is critical so Showcase Web Share auto expires the presentation after 14 days. The auto-expire feature protects businesses from having outdated information in the market, and gives the sales person another reason to follow up. For more information visit www.showcaseworkshop.com ●
018 | www.nzsalesmanager.co.nz
Recently Samsung launched their new Curve 105inch HDtv at the Consumer Electronics Show in Las vegas. Employed as the celebrity presenter and
spokesperson was “transformer” director Michael Bay.
Unfortunately for Michael his teleprompter malfunctioned and it soon become embarrassingly obvious that he was totally unprepared and after ad-libbing for about 30 seconds he walked off the stage (you can view it on Youtube).
TWomINUTeToPUP
are You Prepared for Your sales Presentation?
there is no excuse for not being prepared. He would have been paid a small fortune for that appearance and so to just turn up and rely on a computer to feed him the information without doing any research or preparation it’s fair to say he got the result he deserved.
You might be thinking what this has to do with sales.
Yes
No
Maybe?!
words by Brett Burgess
well the truth is many salespeople do very little preparation before sales calls, meetings or presentations in the mistaken belief they can ad lib the meeting because of their experience and confidence around their products.
Getting appointments is the key to ensuring the best outcome from the meeting – 90% of sales are won or lost before we ever get in front of the prospect because too few salespeople actually do any pre-call planning.
Many salespeople believe experience is a substitute for preparation or they do their planning in their prospects reception area. these people believe, like Michael Bay, they can walk on stage and use the script and walk out with the sale. what they don’t allow or plan for is when the prospect changes the script by asking different questions or throws up new objections or the teleprompter malfunctions!
we as salespeople should treat pre-call planning the same way pilots treat their pre-flight checks – as if their lives depended on it, which in fact they do. In our case our livelihoods depend on it.
the lesson we can take from all of this is – preparation is the key to ensuring the best possible outcome from any sales interview. ●
so WHaT To INClUde IN YoUr Pre-Call PlaNNINg...• written call objective
• Anticipated problems our prospects may be experiencing that we have solutions for
• List of similar clients’ case studies
• Needs analysis with key questions
• Cost qualification analysis
• Closing strategies
www.salesimpactgroup.co.nzBrett Burgess is a sales Trainer and Programme developer for sales Impact group ltd based in Hawkes Bay. To find out more visit www.salesimpactgroup.co.nz
many salespeople believe experience is a substitute for
preparation or they do their planning in their
prospects reception area
020 | www.nzsalesmanager.co.nz
QUICKfIX
Keep It Positive
As a customer, this kind of news from a supplier makes your heart sink, both because the product is not available
today, and also because it is a negative statement that gives no certainty when you will get the product. Nor does it show any care from the supplier whether you get the product of not.
there’s nothing factually wrong, but customers will be happier if you can keep the conversation positive and customer focussed.
this time, as the customer, you know that the product is ordered, and the supplier has taken ownership of the solution for you. ●
“I’m sorry sir that product is out of stock, and we won’t be able to get any more until next month.”
“I’m sorry sir, that product is out of stock. I can order it today for you, and it will be in next month. I’ll give you a call as soon as it comes in.”
Using positive language can help ensure sales
www.nzsalesmanager.co.nz | 021
resoUrCeCorNer
In a hyper-competitive, global marketplace protecting your company's customer base, the lifeblood of your business, must become your number one priority. the rubber hits
the road with account managers, project managers, sales professionals, and customer service professionals - the people most connected to customers - who are on the front lines of customer experience.
they build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In "People Love You," human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults. ●
People love You
HANDS FREE SOLUTIONS FOR SMARTER DRIVERSClick here to receive 10% discount! - Use promo code: SM30214
www.ptp.net.nz
www.fishpond.co.nzauthor: Jeb Blount. Published by John Wiley and sons
The real secret to delivering legendary customer experiences
022 | www.nzsalesmanager.co.nz
DATE NAME PLAcE cOMPANY
1 April Professional Relationship Selling
NEw PLYMOUtH the Marketing Company
1-2 April cutting Edge Sales Skills wELLINGtON NZIM
7 April Key Account Management AUCkLAND David forman
7-8 April Negotiating Skills AUCkLAND NZIM
8 April Sales Training course HAMILtON top Achievers Sales training
10 April Advanced Sales Development AUCkLAND David forman
15 April cold calling and prospecting AUCkLAND top Achievers Sales training
15 April Sales Basics AUCkLAND Geewiz
16 April customer Service Basics AUCkLAND Geewiz
22 April Essential client Management NEw PLYMOUtH the Marketing Company
24 April Sales Management AUCkLAND top Achievers Sales training
28 April Prospecting AUCkLAND David forman
28 April Sales Development wELLINGtON David forman
eVeNTsCaleNdar
www.nzsalesmanager.co.nz | 023
THeClose
“Customers will never love a company until the employees love it first”Simon Sinek, Author, Start With Why
Image credit: http://tedxmaastricht.nl/inspiration/program/simon-sinek/
