NZ’s e-mag for sales leaders
FEBRuaRY 2011 / IssuE 47
Don’t like selling?Sales Call Reports
Resolutions
If you don’t win first time
If
New Year
FEBRUARY 2Nd / IssUE 47
WHAT's NEW NOTICEBOARd
THIs WEEK's MUsT REAd
dON'T LIKE sELLLING?
Five tips for the
reluctant salesperson
sALEs CALL REPORTs
are they worth the hassle?
NZsM CALENdAR
sALEs TRAINING dIRECTORY
TWO MINUTE TOP-UP
NEW YEARs REsOLUTIONs
Top ten reputation resolutions
REsOURCE CORNER
THE ACCIdENTAL sALEsPERsON
QUICK FIx
It’s not what you sell, it’s how
you sell.
THE CLOsE
10
5
6
10
14
15
16
18
19
19
20
6
16
CONTENTS
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CONTENTS
NZsM / FEBRuaRY 2011 / 4
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
aDVERTIsING ENQuIRIEs /
Phone alastair on 09 522 7257 or
email [email protected]
aDDREss / NZ sales Manager,
C/- Espire Media, PO Box 137162,
Parnell, auckland 1151, New Zealand
WEBsITE / www.nzsalesmanager.co.nz
Hi and welcome to our first issue for 2011.
I hope you are raring to go and wish you
a successful year.
We aim to help sales people from all walks of life, types of company, and types of sales job. For many business owners, sales is something that by necessity is close to a full time job, but you will never consider yourself to be a sales person. You haven’t chosen sales as a career, but you fall into it.
selling can be challenging to the most seasoned sales pro’s, and is both challenging and at times daunting to everyone else. In this issue, auckland based sales speaker and trainer, Bill James, gives some advice for the reluctant, or accidental, salesperson. I’m sure this will also help anyone with a holiday hangover too!
We also feature an article from a leading american writer, Paul McCord. His excellent article on sales Call Reports was voted ‘best article, in the us based annual Top sales awards in December last year.
Renowned international sales leader, Jack Daly, is back in town next month with his ‘Winning sales strategies’ full day seminar. Be sure to look on the next page, and enter our prize draw to win a free ticket to the seminar.
Happy selling!
Paul
“We make the call…
you make the sale”
www.ibexmarketing.co.nz
Call Murray Beer on 021 279 2783 or email [email protected] 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 [email protected] 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!
Motivating & Retaining Top PerformersRecent research by leading global training
company, achieve Global, into the
motivation and retention of today’s top sales
performers shows money continues to be
the primary motivator, but it is also the worst
implemented incentive. You can read the
full research report here
Leadership ExcellenceDuring 2011, Top achievers sales Training are hosting
a series of breakfast business meetings featuring top
speakers from a variety of industries. Director Jean Barr
says ‘the vision is to empower, motivate, encourage and
challenge us to step into a new dimension of leadership.’andy Hamilton, CEO of The Icehouse, is the speaker for
the first meeting on 24 February.Venue: BNZ Partners, 159 Highbrook Dr, East Tamaki For more information and registration, visit www.topachieverssalestraining.co.nz
WANTING NEW SALESSTRATEGIES TO BOOST SALES?
PRESENTS JACK DALY
Attention: Business Owners and Sales ManagersJack Daly, the world #1 Sales Strategist is coming to town to show you his ‘Winning Sales Strategies’ in a comprehensive full day seminar. Auckland, Thursday 10th March 2011.
Learn how to:- Create a strong sales culture - Gain, train and retain top talent - Drive sales, boost profits- Develop new strategies to win more sales
Join us for a FREE WEBINAR and go in the draw to win 2x free tickets 10th February 1pm-2pmDon’t wait* - places are limited! Text ‘Jack 3’ to 244 or go to www.salesstar.com*Strictly limited availability. Reservations close at midnight 8th March 2011. Conditions apply. Texts cost 20 cents.
Sales STAR presents Jack Daly In association with:
Boost sales 12x7 1/20/11 2:29 PM Page 1
What's NewN O T I C E B O A R d
NZsM / FEBRuaRY 2011 / 6
T H I s W E E K ’ s M u s T R E a D
Bill James is an internationally recognised sales speaker and trainer, who specialises in referral and relationship marketing. To find out more, visit www.BillJamesspeaker.com
Don’t like selling
Maybe you are new at sales, you topped the
training class – but just cannot make the
sales stick.
Or you could be a veteran of many sales conquests but
more recently you simply cannot get the deals across
the line.
Or perhaps you spent a small fortune acquiring a
franchise and it looked great on paper. You have big
plans, high hopes and you are putting in the hours to
make it happen.
But somehow the results are not coming and the
money is not flowing. What’s wrong?
unfortunately the answer could be you?
Especially for franchisees there are lots of promises
about fantastic marketing packages and potential
clients coming through the door but the simple truth
is that you are now self-employed. No more sick days.
No one else to delegate to. It is you that has to make
that sale and secure your own money.
?5 Tips for the reluctant sales person
By Bill James
7 / FEBRuaRY 2011 / NZsM
2
1So many people will put on a persona they think is needed to create a successful sales outcome. This is simply not the case and could, in fact, be what is costing you business.
stop thinking of yourself as a ‘salesman’ (Or
saleswoman)
Think about it. The word ‘salesman’ or saleswoman’
does not engender confidence and is not respected,
even by you. ask yourself, do you like being ‘sold’?
Guess what – your clients feel the same way.
There is a huge amount of negative connotation around
this wording and it brings up an image of someone
you may not want to be. From a small child there is
every chance your parents told you that salespeople
were pushy and not to be trusted and now you have to
become one.
This obviously causes a real internal conflict and is, in
my opinion, the number one reason why you could find
yourself sabotaging your own efforts. Don’t believe me?
asK YOuRsElF THEsE QuEsTIONs:
Do you approach every sales opportunity in the •
belief it will be a sale?
are you secretly dreading ‘that’ question from your •
client - The one you find so hard to answer?
Do you find lots of little jobs to do that keep you so •
busy that you have little time for new business calls?
These issues are even more acute if you’re very technical
in nature and you like performing the task but not
producing the sale. Why not rename yourself so that
you’re comfortable in saying that word when you
represent yourself to a potential client. What could you
call yourself that sits comfortably with you?
Remember, your role is to help people make the right
decision – it is not to sell them something.
Be yourself
so many people will put on a persona they think is
needed to create a successful sales outcome. This is
simply not the case and could, in fact, be what is costing
you business.
When you went through all the psychological and
personality testing (hopefully) when you applied for
the job or franchise opportunity, these assessments
showed the real you and indicated that you should be
successful in your business. so why are you hiding this
real you now?
Clients look for faults and are suspicious when you knock
on the door because you are promoting a product. If
they sense falseness about you it will raise their alarms
and give them good reason not to buy from you.
Will your natural personality be what everyone is looking
for every time? Probably not. You will get on with some
people better than others.
But the reality is, especially if you are less experienced,
you were quite possibly never going to sell to those
people anyway. The ones that would be attracted to
your natural personality will be put off by a fake overlay
so stop doing it.
The reality is that you could be a complete rat bag,
but people still buy from complete rat bags – as long
as they are honest about being one.
Can you image your reaction to someone who’s
obviously a rat bag but is pretending to be nice and
you can see through it? It would make you want to run
in the opposite direction wouldn’t it?
NZsM / FEBRuaRY 2011 / 8
54Jargon kills sales
Occasionally you’ll find someone who’s really caught
up in the technical aspects of what you do. But usually
they are initially more interested in knowing you
understand and care about their needs.
If you are technically orientated, it’s easy to hide in the
features of your product but this will stop you truly
addressing the need of the client.
Often most products appear to be very similar and
have similar pricing and so the difference is your
ability to uncover their real concerns and needs and
address those.
In this way you’ll make a connection at a very personal
level which is the key to gaining that commitment from
your potential client.
loading them up with jargon will simply occupy their
head space and will actually be counterproductive.
Talking everyday language that your client can
understand and addressing their real needs will result
in you making real progress.
Use a low logic approach with your potential client
‘low logic’ is language that is simple to understand. It
is almost like approaching your client underneath the
radar. simply approach them in a very matter of fact
way (with a certain amount of emotion) and give them
the option to decline your services if they want. In this
way you don’t raise any alarm bells and make them feel
trapped. They are much more likely to come along for
the ride this way.
For example: “Mr Prospect, the simple reality is
businesses like yours can use this product and it has
X effect. For you to be interested it obviously has to
meet X, Y, Z needs and also fit within your budget,
and I have to be able to show you the real benefits
of working with our company. If I can’t, then it’s only
fair that I should head for the door. But if I can make
all that happen, then your company is definitely at an
advantage. I’d like to simply sit down with you and
run through these different ideas and see where we go
from there, is that fair enough?”
so be yourself, cut the jargon, and let your passion for
the product speak for itself. approach other people
the way you like to be approached and you might well
find that your sales increase hugely.
3show some passion for your subject
again we put on this persona of ‘professionalism’ which
means we deliver a very dry presentation. What was the
passion that got you involved in the first place? If it was
simply that you thought you’d make a lot of money you
may possibly have made an error – that’s called a job.
Clients enjoy your enthusiasm and passion for your
product. It will take you through the tough times but
you’ll also need to show it to your clients so they know
that you are passionate about what you are doing.
This isn’t easy in cultures where showing emotion is not
the norm but the old saying ‘enthusiasm sells’ is as true
now as it ever was.
let your passion and enthusiasm for your subject out and
you’ll take your potential client along with you for the
ride. The big problem is that if you do not show some
passion and hide in facts and figures, your clients will
allocate an emotion and a motivation to you. What do
you think the chances are that it will be a positive one?
None!
Clients enjoy your enthusiasm and passion for your product. It will take you through
the tough times but you’ll also need to show it to your clients so they know that you are
passionate about what you are doing.
9 / FEBRuaRY 2011 / NZsM
5THE RUM THAT INVENTED RUM
www.mountgayrum.com Enjoy the adventure, drink responsibly
NZsM / FEBRuaRY 2011 / 10
Paul McCord is an internationally recognized authority on prospecting, referral selling, and personal marketing. To find out more, visit www.powerreferralselling.com
Sales Call Reports
In December 2010, This article was voted ‘Top Sales Article’ for 2010 in the US annual Top Sales Awards. Editor
Do you require your salespeople to compile a
daily or weekly call report? If you’re like the
vast majority of managers, you do.
What do you use them for?
How useful are they?
I’ve spoken with hundreds of managers about call
reports and almost to a person they agree call reports
are one of the most useless traditions management
clings to. The reports are filled with fictitious
information, and the information that is truthful is
itself useless.
The typical call report will identify who the
salesperson met with, if and when the company
plans to make a purchase, an estimate of the size of
the purchase, and any information the buyer wants
from the salesperson. The report may even give
an approximation of the likelihood of securing the
contract. It probably looks something like this:
“Met with John smith, head of procurement for XYZ
Corp. He said they’d be purchasing by the end of the
quarter and wants me to re-bid based on a quantity of
5,000 instead of 10,000 units. I told him I’ve had the
new numbers to him by Tuesday of next week.”
Are They Worth The Hassle? By Paul McCord
11 / FEBRuaRY 2011 / NZsM
The typical call report doesn’t give the manager
enough information to be able to help identify the
areas in which a salesperson needs training and
coaching. Consequently, the most often result of
submitting a call report is a response of, “You aren’t
seeing enough people. You need to make more calls.”
That response is worthless. It doesn’t help the
salesperson in the least. There is no guidance in how
to ‘see more people.’ There’s no identification of what
the real root problems and issues are.
Call Reports as Real Tools
Call reports, however, can be real tools managers can
use for coaching, training, market and competitor
analysis, and managing department assets.
The problem with call reports isn’t with the concept, it’s
with the execution. salespeople must be taught how
to construct a meaningful call report and managers
must be trained how to analyze the report for
coaching, training, and market analysis purposes.
A Meaningful Call Report
Call reports don’t have to be massive documents, but
each call should be broken into three sections:
synopsis of the call: a brief summary of the sales call.
Who, what, when, bullet points of key information from
the call, including the length of the call.
an analysis of the call: a longer discussion that analyzes
the call and the sale, indicating:
Who the decision makers are and where the sale •
stands with each
What issues must be dealt with before the sale •
can be closed
Who the competition is•
The salesperson’s best estimate of the probability •
of closing the sale
The salesperson should rate each potential •
prospect as to the long-term value of the account
Moving forward: What specific steps the salesperson
intends to take—and when—to move the sale forward.
a call report that follows the format above can be used
to help salespeople close more sales. It lays out for the
salesperson and the manager what happened, where
the sale stands, what is expected to happen, and what
the salesperson is going to do to make it happen.
What does this report tell the manager? Does it:
Indicate why the change in the number of units to •
be purchased? No.
Discuss why the purchase decision will be made by •
the end of the quarter instead of now? No.
Indicate the likelihood of closing the sale? No. •
Indicate what actions the salesperson plans on •
taking other than giving revised numbers? No.
Indicate who the salesperson is competing against? •
No.
Indicate if there are other decision makers in the •
process? No.
We could go on.
The Problem
Call reports are useless for three major reasons:
salespeople haven’t been taught how to construct 1.
a useful call report.
salespeople see no use in the reports. although 2.
they’re told the reports will be used to help them
sell more, they believe its real purpose is to keep
an eye on them.
They believe management is only interested in how 3.
many appointments they have, so they pad them
with fictitious appointments to keep management
off their back.
salespeople see call reports as a weapon—or potential
weapon--in the hands of management instead of a
training and coaching tool. and most often, that’s
what it’s used for.
Using the Report
Call reports that summarize, analyze and outline how
the salesperson will move the sale forward offer both
the salesperson and their manager real information
that can be used:
To spot skill and behavioral issues where the •
manager can step in to coach and train
Opportunities where the manager can offer specific •
help in identifying and addressing prospect needs
spot accounts where the salesperson is investing •
too much—or not enough—time and energy
spot buyer, competitor, and product trends •
within the local market
some sales performance management technology
products and CRM programs make the call report
generation process easier and more accurate. They
can help turn generating call reports into highly useful
tools for helping your sales team members become
better sellers, spotting and analyzing changes in your
local market, and maximizing both the department’s
human and non-human resources.
Whether you are using hand written reports or using a
system, you must turn the reports from wasted effort to
keep management off the salesperson’s back into a real
tool that can improve sales and your salespeople.
Is graffiti damaging your company image?then Call the graffiti doctor!
TM
for nationwide brand protection call 0800 482 437
www.graffitidoctor.co.nz
Whether you are using hand written
reports or using a system, you must
turn the reports from wasted
effort to keep management off the salesperson’s
back into a real tool that can improve
sales and your salespeople.
13 / FEBRuaRY 2011 / NZsM
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NZSM CALENDARFEBRUARY-MARCH 2011
10 February
Cold Calling/Hot Knocking
auckland
Top achievers sales Training
www.topachieverssalestraining.co.nz
15 February
Presentation skills
auckland
Top achievers sales Training
www.topachieverssalestraining.co.nz
16 February
Business to Business sales skills
45 d Mt Wellington Highway auckland
Zealmark Group
www.zealmarkgroup.co.nz/profile_Business_
to_Business.php
16-17 February
Key account Management
auckland
sales star
www.salesstar.trainingplatform.co.nz/
courses/8-key-account-management
21-23 February
Professional selling skills
auckland
achieveGlobal
www.achieveglobal.co.nz/calendar
24 February
leadership Excellence
auckland
top achievers sales Training
www.topachieverssalestraining.co.nz
Foundations for sales success
auckland
Zealmark Group
www.zealmarkgroup.co.nz/profile_
Foundations_of_sales_success.php
28 February
Directors' Forum
auckland
shipley NZ
www.shipleywins.co.nz/training/
10 & 11 March 2011
Essential sales Fundamentals
auckland
NZIM Northern
www.nzimnorthern.co.nz/wa.asp?idWebPage=1
6885&iddetails=118
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
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All Links
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Dinanmite
Phone: 021 526 456 Contact: Jason Dinan Office: Auckland
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Geewiz
Phone: 0800 433 949 Contact: Richard Gee Office: Auckland
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Mayer Consultants
Phone: 09 473 9240 Contact: Ann Mayer Office: Auckland
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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
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Paul Kernot
Phone: 03 547 8376 Contact: Paul Kernot Office: Nelson
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Rev Sales Network
Phone: 04 586 4733 Contact: Paul Newsom Office: Wellington
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RightFit
Phone: 09 414 1160 Contact: Colin Quinn Office: Auckland
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Sales Impact Group
Phone: 0274 350 950 Contact: Brett Burgess Office: Hastings
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Sales Partners International
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Sales Toolbox
Phone: 0800 007 283 Contact: Richard Buttenshaw
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SalesCoachingWorx
Phone: 09 362 0588 Contact: Kerry Swan Office: Auckland
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SalesFish
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Phone: 09 524 0999 Contact: Paul O’Donohue Office: Auckland
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Team Success
Phone: 0800 TEAM4U Contact: Barry Watson Office: Auckland
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Tweet Twins Social Media
Phone: 09 525 0411 Contact: Jenny Wilmshurst Office: Auckland
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NZsM / FEBRuaRY 2011 / 16
New Year Resolutions Top Ten Reputation ResolutionsBy Hannah samuel
Hannah samuel is a specialist reputation advisor, author, speaker and founder of online reputation-based service directory, TRusTcite. To find out more visit www.hannahsamuel.com
as a sales professional your reputation, and
the reputation of the organisation, product or
brand you represent, opens doors ...or slams
them shut! People make judgements in an instant so
it pays to have a positive reputation to keep as many
doors open as possible for as long as possible.
No doubt there may have been times in the past when
you’ve said or done something you know probably
won’t make you or your business look as good as
it could. No matter! One of the opportunities each
new year brings is the chance to resolve to do things
differently in future by way of New Year ‘resolutions’.
Even if you haven’t had much success making and
keeping resolutions in the past, it may be worth
considering the following ‘Reputation Resolutions’
as one or more of them could mean the difference
between having a reputation you are proud of, and
that opens doors wide, or one that makes it harder for
you to succeed because clients, customers and people
around you have doubts about your integrity and
ability to deliver.
so take a look at the Top Ten Reputation Resolutions
For sales Managers below and focus on one
or more that resonates with you. Put them into
practice throughout the year (and beyond) and
you’ll find yourself attracting clients, customers
and opportunities and being perceived as a sales
professional people are happy to buy from, be
associated with, and recommend.
T W O M I N u T E T O P u P
17 / FEBRuaRY 2011 / NZsM
Top Ten Reputation Resolutions
I resolve to think before I speak. I have two ears and •
one mouth and I aim to use them in that proportion!
I resolve to hold my tongue and count to three •
before responding to comments and situations that
make me angry or defensive, online or off.
I resolve to never bad-mouth anyone, in person or •
on the internet - ever!
I resolve to treat colleagues, clients and customers •
fairly and graciously and value their contributions
to our business successes.
I resolve to support the people, processes and •
partnerships operating within my department or
business and ensure they are enhancing, rather
than damaging, the business’s reputation.
I resolve to be truthful and transparent in my •
dealings with people and create a climate of
mutual trust and respect.
I resolve to keep promises I make, both to myself •
and others, and to avoid over-promising and
under-delivering.
I resolve to ‘pay-it-forward’ when I can, with no •
thought of return, and enjoy the pleasure giving
without strings brings.
I resolve to accept responsibility for my actions and •
behaviours and avoid blaming others.
I resolve to avoid jumping to conclusions and •
‘labelling’ people. Rather, I resolve to accept
people as they are and welcome the diversity of
people and opinions around me.
No matter what’s occurred in the past, you can create
a new, reputation-enhancing future today if you choose
to. sometimes, actively ‘patching things up’ may be
required. sometimes it’s more appropriate simply to
‘move on’ to a more positive future without going over
old ground.
Whatever choices you make, if you act with integrity,
build trust and accept responsibility for your actions,
the chances are you’ll move through 2011 and
beyond with a reputation that opens doors and
creates huge opportunities.
Certainly, stacking the reputational odds in your favour
can help you increase your perceived value and worth,
stand out from the crowd for all the right reasons and
help you create a winning reputation.
Top Ten Reputation ResolutionsBy Hannah samuel
No matter what’s occurred in the past, you can create a new, reputation-enhancing future today if you choose to
NZsM / FEBRuaRY 2011 / 18
R E s O u R C E C O R N E R
author Chris lytle had modest career
aspirations. He merely wanted to be the
next Walter Cronkite. But instead of being
offered a job in the newsroom, he was offered a job
in the sales department. He took the sales job and
became an "accidental salesperson."
Most people don't choose sales as a career. sales chooses
them--and they end up wondering how to make the most of a
profession they were never prepared for.
They don't have to wonder anymore. In The Accidental Salesperson, lytle gives readers the road map for excelling in
sales. lively and entertaining, this somewhat unorthodox
guide is packed with thought-provoking axioms,
humorous and instructive anecdotes, specific strategies,
and powerful tools--everything readers need to master
essential lessons in sales and professionalism.
Readers will find there are some things The Accidental Salesperson lacks--dull theories, manipulative methods,
and high-pressure tactics. But with the wealth of money-
generating, career-building techniques it does provide, we
don't think those items will be missed.
The Accidental sales PersonAuthor: Chris Lytle
Publisher: Kogan Page Ltd
$84.97 from Fishpond.co.nz
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
IF YOU dON’T WIN FIRsT TIME
If you have lost out on a piece of new business,
don’t end the relationship. Just because the
prospect has not bought from you this time,
does not mean they will never buy from you in
the future. Keep in touch on an occasional basis
with informative, useful communication. More
opportunities will arise, and they are often bigger
and better than the one you missed out on.
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 Fix
20 / FEBRuaRY 2011 / NZsM
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-Milton Hershey
“Give them
quality. That’s the best kind of
advertising. “