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

pauln@nzsalesmanager.co.nz

aDVERTIsING ENQuIRIEs /

Phone alastair on 09 522 7257 or

email alastairn@espiremedia.com

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 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!

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

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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!

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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

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!

-Milton Hershey

“Give them

quality. That’s the best kind of

advertising. “