NZ Sales Manager Issue 68

FEBRUARY 2013 ISSUE 68

NZSALES

WE INTERVIEW GLENYS TALIVAI, SALES MANAGER & YOUNG EXECUTIVE OF THE YEAR Learn to mingle & expand your network Seven vital changes for selling Think then do NZ’S E-MAG FOR SALES LEADERS 1 / www.nzsalesmanager.co.nz

CONTENTS 6

THIS WEEK'S MUST READ

INTERVIEW WITH THE 2012 YOUNG EXECUTIVE OF THE YEAR Glenys Talivai, Sales & Marketing Manager for MAS

10

LEARN TO MINGLE AND EXPAND YOUR NETWORK 10 tips to help you connect

14

SEVEN VITAL CHANGES FOR SELLING Starting Today

18

RESOURCE CORNER INFLUENCING UP Persuade key decision makers

19

QUICK FIX THINK THEN DO! It’s not what you sell, it’s how you sell

www.nzsalesmanager.co.nz / 2

20

CALENDAR

22

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ABOUT / Short and sharp, New Zealand

FROM THE EDITOR

Sales Manager is a free e-magazine delivering thought provoking and enlightening articles, and industry news and information to forwardthinking sales managers, business owners and sales professionals.

EDITOR / Paul Newsom

the secrets to her success. Glenys

Welcome back!

It’s great to start the year with a

shares this in our lead article.

success story for the sales profession.

We also have the winning article from

The 2012 NZIM/Eagle Technology

the 2012 Top Sales and Marketing

Young Executive of the Year is Sales

Awards, by Linda Richardson, and

&

Glenys

some great tips on networking from

Talivai. This is the second time in four

new contributor Debbie Mayo-

years that the prestigious award has

Smith.

Marketing

Manager,

been won by a sales and marketing manager, and it is great to see these outstanding young people recognised as individuals and for the difference they are making in their organisations.

We caught up with Glenys during the holidays to find out more about

ART DIRECTOR / Jodi Olsson GRAPHIC DESIGNER / Sevim Dogru COVER PICTURE / Glenys Talivai Courtesy Eagle Technology GROUP EDITOR / Trudi Caffell CONTENT ENQUIRIES / Phone Paul on 04 586 4733 or email pauln@nzsalesmanager.co.nz ADVERTISING ENQUIRIES /

Enter the prize draw on page

Phone Richard on 09 522 7257 or email

12 to win a copy of Debbie’s

richardl@espiremedia.com

e-book, 101 Quick tips: Effective

ADDRESS / NZ Sales Manager, C/- Espire

Communication.

Media, PO Box 99758, Newmarket,

We wish you well and much success in 2013.

Happy Selling Paul

Auckland 1151, NZ WEBSITE / nzsalesmanager.co.nz

ISSN 2230-4762

NZ SALES MANAGER WOULD LIKE TO ACKNOWLEDGE THE SUPPORT OF OUR MAJOR PARTNERS

www.nzsalesmanager.co.nz / 4

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MUST READ

INTERVIEW WITH THE 2012 YOUNG EXECUTIVE OF THE YEAR Glenys Talivai, Sales & Marketing Manager for MAS

I

n December 2012, Glenys Talivai, Sales & Marketing Manager of the Medical Assurance Society (MAS), was announced as the 2012 NZIM/Eagle Technology Young Executive of the Year.

Glenys manages a national sales team of 63, including three regional managers split across seven

branch locations, and the marketing and product area.

The award recognised Glenys’ ability to facilitate and deliver positive change, and her leadership skills. We spoke with Glenys to find out more. www.nzsalesmanager.co.nz / 6

MUST READ

NZSM: How did you get

enjoyable. I am passionate

GT: Wherever possible consult

into sales?

about leading people, delivering

with your staff when you want to

GT: My first ever job was at

excellent customer service,

make changes. Sometimes this

achieving challenging goals and

is just not practical but if staff are

transforming businesses.

involved in the decision making

quality standards, customer

NZSM: How did you learn to be

then they will adopt change more

service and processes and

a sales manager?

of course you learn to upsell

GT: I mainly learnt my sales

McDonalds when I was 15. They have robust training around

products to customers. I was very conscientious and worked hard

management skills from

readily. Communicate clearly what is changing, why the need for change and how this impacts your team and individuals.

to provide good service which ultimately meant upselling. I was motivated to do well and earn as much money as I could for my coveted first car! Following this I worked as a Customer

Wherever possible consult with your staff when you want to make changes. Sometimes this is just not practical but if staff are involved in the decision making then they will adopt change more readily.

Service Officer for ANZ at their Contact Centre whilst I was studying at university. This role was predominantly responding to customer enquiries about their accounts but also had incentives / targets for registering customers for phone banking and opening additional accounts. Again I was driven to achieve goals and enjoyed helping customers to better manage their accounts.

NZSM: Why are you a sales manager?

GT: In my career to date I have always been involved in sales and find the frontline interaction with customers

the people who I worked

Be clear about what you want

with complemented by

them to do differently and what

sales management training

support you will provide them.

programmes. I have been

Get feedback about how the

fortunate to work for sales

change is progressing. This not

managers who taught me

only helps you learn for the future

excellent techniques and equally

but will help give you a sense of

I learnt what does not work

how well people are adapting.

from other managers who I

NZSM: The award also

interacted with.

recognises your leadership skills

NZSM: The award recognises

– what have you learned about

your success in facilitating and

leadership, and who from?

delivering positive change.

GT: Predominantly leadership

What are your 3 ‘top tips’

for me is about taking people

for managing change as a

on a journey and giving them

sales manager?

self belief. I enjoy achieving

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MUST READ

something special by leading the way and influencing and developing people to reach their potential as well as to accomplish challenging goals.

I have learnt that to be a good leader you need to commit energy to your role, be proactive ask for feedback, particularly from your staff and be willing to learn from your mistakes. You also need to be comfortable with ambiguity, open to change, skilful in overcoming obstacles and ready to seize new opportunities.

You have to have the courage to make difficult decisions and to challenge yourself.

I have learnt my leadership skills through experience, training and learning from the people who I have worked with. Continual learning is a priority for me, not only to make me better at what I do but to further my personal development and career priorities. I actively seek out new learning opportunities – balanced between structured learning and taking time to reflect and consider the outcomes (successes and failures) of various situations.

I pick things up really quickly and

NZSM: How do you lead your

GT: In terms of growing our

sales team?

membership this has been

GT: I have given my sales

achieved by creating clarity

team clear direction about our objectives and priorities and how their roles contribute to our success. It is important to me to give staff the responsibility and accountability that they need to perform. I dedicate time and effort to improve their skills by providing constructive feedback, coaching and training opportunities which motivate them and push them beyond their comfort zones.

am able to apply this learning not

NZSM: MAS have

only in my own work but through

acknowledged you for the

others as well. In fact I would

highest level of new customer

say that I learn something new

connections for a decade.

everyday – as a follower, a leader,

New business development is

a colleague, a protégé, a wife

obviously a priority. How have you

and a mother.

achieved this?

www.nzsalesmanager.co.nz / 8

for advisers around what they are expected to achieve, who our target market is and how we will attract them to join MAS. Quite simply at MAS we have a target for membership acquisition and allocate a large portion of our resources to focus on attracting younger Members (students, graduates and young professionals) from seven core professions. We also have relationships with key industry bodies within these seven professions to promote our products and services and we focus on the service we provide to our existing Members who in turn refer their colleagues and friends to MAS.

MUST READ

NZSM: Most important thing

initiatives that are happening

how success will be measured

you do as a sales manager each

across the organisation.

and reporting to support these.

week, month and year?

NZSM: What is the biggest

Of course you also need the buy

GT: Every year I consult with

mistake you have made in sales,

in from your team!

my direct reports to review our

and what did you learn from it?

NZSM: And for anybody

business plan and agree our

GT: The biggest mistake I have

thinking of moving into Sales &

made in sales was not taking

Marketing Management, what

the time to fully understand my

advice would you give to them?

target market before launching

GT: Make sure that you involve

a new initiative or making a

your team when developing

significant change. For any

performance objectives or your

initiative to be successful you

sales plan as ultimately they need

need to be clear about who

to help you to deliver it. Don’t

you are targeting and how they

try to change sales initiatives that

might respond.

are working – sometimes doing

NZSM: One thing a sales

what you know how to do best is

manager can’t do without?

much more effective than trying

to all of my staff so that they are

GT: A comprehensive sales plan

a new initiative.

informed about key events and

which includes clear objectives,

objectives for the year ahead.

This is important so that staff understand what is expected of them and can contribute to their objectives. Every month I track our progress against targets and how our growth initiatives are working. I have regular (at least fortnightly) catch ups with my Regional Managers to discuss activity levels and results. Every week I send out a communication

Make sure that you involve your team when developing performance objectives or your sales plan as ultimately they need to help you to deliver it. Don’t try to change sales initiatives that are working – sometimes doing what you know how to do best is much more effective than trying a new initiative.

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LEARN TO MINGLE AND EXPAND YOUR NETWORK 10 tips to help you connect

By Debbie Mayo-Smith one properly, networking

D

the positive thought of “Who will

love to talk about themselves;

can be very rewarding.

I meet here?”

they’re pleased, flattered

grow your business, as well as

Networking isn’t about selling and

an excellent method of building

it isn’t about promoting yourself

relationships in a large company.

in an aggressive manner. It is

It’s an effective tool to

Yet it is so often done badly or not at all, either because it is taken for granted or is too difficult. I can relate to this. While my children are constantly yelling at me for talking to what they call “random strangers”, put me in a room of strangers and even this gregarious New Yorker freezes up.

The key to successful networking is to help yourself get comfortable in

the art of engaging someone in

and surprised you asked and it’s a great way to start a conversation.

2. Read the newspaper every

conversation that ultimately leads

day. Even if you skim and read

to a mutually beneficial relationship.

only the top paragraph, you’ll

It is that simple. And you never

have something to talk about

know, you may make a few friends

with everyone. You’ll be able

along the way.

to quote articles that relate to the person you’re conversing

HERE ARE 10 TIPS FOR BECOMING A DELIGHTFUL PERSON TO MINGLE WITH. 1. Smile and say: “Tell me about

with. Use the internet to gather information to help you get to know your host and any guests you want to meet. This takes just a few moments but gives

a room filled with strangers, then

your business”. Use your own

you the leading edge, with

make sure you network all the time.

words, of course, but it works

something knowledgeable to

Approach every social situation with

like a charm for me. People

talk about.

www.nzsalesmanager.co.nz / 10

3. This tip, as well as the next

away from the registration

who is going to be there:

three, I learnt from the

and up front by the stage or

peers, customers, competition,

queen of networking, Robyn

projector - is where the key

prospects. This will make these

Henderson. She says every

players are (unless they are on

functions much more attractive

networking event has three

duty meeting and greeting).

because of who you can meet,

zones of influence and where you stand will dictate who you may meet. Zone 1 is closest to the registration desk and is where most people hang out.

Zone 2, in the middle, is where regulars are. Zone 3 - furthest

4. When you get an invitation to a conference, seminar

network with and learn from.

5. People will think you’re

or networking event, don’t

interesting if you ask them

decide whether or not to go

interesting questions. Here’s

based solely on the speaker

a trick: Move from past to

or topic. Instead, think about

present to future questions.

11 / www.nzsalesmanager.co.nz

For example: Past - “So you’ve

that person (or group) looks

five minutes hunting through

been with the company for

interesting. Let’s ask them to

your handbag or briefcase.

10 years. What changes have

join us”. Then act like a host

you seen?” Present - “What

and introduce the person you

challenges do you have?”

are with, stating their name

important thing you can do

Future - “What trends do

and an interesting piece of

after meeting someone is

you foresee?”

information about them as a

6. Try to spend at least five minutes with each person.

This gives enough time for

talking point. As they start to chat, make your exit.

8. Studies show people often

10. Perhaps the single most

send a quick note the next day (or an email if you don’t have the time). This catapults you in front of the crowd as

the connection to be made.

forget the first 15 seconds of

The exception is if the person

a conversation, so they have

starts looking at their watch or

already forgotten who you

By taking the time to follow

around the room. In that case,

are. At a natural pause in the

up and write, it highlights that

it is better for you to break

conversation casually drop in:

away gracefully.

“You may not have caught my

7. If you’re speaking with someone and want to move

name earlier. It is ...”

few people bother to do it.

you not only remembered the conversation but really valued it. It also reminds the person of

9. Keep your business cards in

on, look for another person

your pocket. When the time is

or group nearby. Say: “Oh,

right you don’t want to spend

who you are and what you do.

Debbie Mayo-Smith is an International Motivational Business Speaker, trainer and bestselling author. She is indemand at conferences and in-house training for her easy practical how-to ways to improve sales, time management and customer service. Visit her website for 500+ free articles and quick tip newsletter at www.successis.co.nz

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2 MINUTE TOP-UP

7

VITAL CHANGES FOR SELLING Starting Today This article by Linda Richardson was awarded top sales article in the 2012 Top Sales & Marketing Awards

O

By Linda Richardson ver the past few decades, selling has

Selling has been turned on its head, and sales

changed. The changes have been

organizations are trying to catch up. If you have any

incremental, giving salespeople time

doubts about the magnitude of change, just think

to adjust. Not so today. The degree and speed of

about your level of control over the last major retail

change in the sales world over the past two years is

purchase you made and multiply that by twenty, and

revolutionary - in how, why, and when customers buy

you will have a sense of the revolution in buying that

and, therefore, in how you sell.

is going on with your customers. The revolution has

www.nzsalesmanager.co.nz / 14

2 MINUTE TOP-UP

created a shift of control - away

Advice comes in the form of a

essential changes in selling in this

from you as a seller and toward

point of view, shared experience,

new sales world:

your customer.

resources, expertise, insights, new

The bottom line is this: There is a need to increase your preparation and knowledge so you can bring more to the table. Today’s customers want and need business advice around your customized

ideas, and new ways to look at old problems, research, and contacts.

1. INTENSIFY YOUR PREPARATION

Giving advice requires confidence,

Conduct deeper preparation and

and having it acted on demands

leverage the internet, research,

credibility, commitment, and

and your team to gain a deep

solution cocreation.

understanding of your customer’s business and anticipate the

product solution. What does advice

In my work at Richardson and at

customer’s business challenges and

look like? How do you deliver it?

Wharton, I have identified seven

opportunities. Learn everything you

There is a need to increase your preparation and knowledge so you can bring more to the table. Today’s customers want and need business advice around your customized product solution. can about your competitors. (Your prepared customers know a lot about them and will test you.)

2. QUESTION DIFFERENTLY Leverage your preparation and

3. CONTROL WITH

4. EXPAND ACCESS

Increase your assertiveness by

Map the customer organization,

executing a sales process that defines activities and measurable

get to executives, and sell across the decision-making group to gain consensus and support and

outcomes for each stage. Exert

cultivate a coach. Gain consensus

control with, not over customers.

among your team.

expand your thoughtful and strategic questions to get under the skin of the needs and challenges you uncover or assume. Use questions to refine your customers’ thinking. Probe why, why not, and what else.

15 / www.nzsalesmanager.co.nz

2 MINUTE TOP-UP

5. GET SMARTER Build your business acumen and

6. CO-CREATE SOLUTIONS Build solutions with

develop industry, market, and

your customers. Collaborate

customer specific knowledge.

with customers by providing

Leverage all team members, keep

business advice, listening to

abreast of research, and tap into

them, and refining how they think

experience with other customers.

about their challenges to build

Learn from customers as much as

winning solutions.

they learn from you.

7. BOOST YOUR BRAVERY If you are doing it, kiss any semblance of order-taking goodbye. Dig in by asking why, why

not, and what else. Ask the tough questions.

Introduce and champion alternatives you believe in.

Take an equal place at the table. Be persistent in helping customers think outside the box.

Be passionate about solving business problems.

The speed of change is unprecedented.

The Beatles got it right in the song, “Revolution,” when they said, “We’d all love to see the plan.”

Join us in 2013 to execute the plan and win.

Linda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales effectiveness organization. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence for 2006 and in 2007 she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” You can find out more at www.richardson.com

www.nzsalesmanager.co.nz / 16

17 / www.nzsalesmanager.co.nz

RESOURCE CORNER

INFLUENCING UP PARTNER WITH SENIOR MANAGMENT & OTHER POWEFUL PEOPLE PERSUADE KEY DECISION MAKERS TURN A DIFFICULT BOSS INTO AN ALLY

T

Authors: Allan R Cohen & David L Bradford Publisher: John Wiley & Sons Price: $34.99 from www.whitcoulls.co.nz

he authors of the

win the cooperation of senior

those ideas to problematic bosses

classic Influence Without

managers who are hard to

and other powerful people, with

Authority explain the

reach, and hard to sell on your

sophisticated tactics for building

unique challenges of influencing

ideas, products, or services.

partnerships with them.

powerful people

In their classic book, Influence

Learn to overcome your difficulties with a boss who is uninterested in your concerns, or resistant to giving needed support. Or discover how to www.nzsalesmanager.co.nz / 18

Without Authority, Allan Cohen and David Bradford provided a universal model of how to influence someone you don’t control. Influencing Up applies

If you’re afraid of retaliation or just unclear as to how to change a senior person’s behavior, don’t stay paralyzed. Influencing Up gives you the tools to bridge the power gap.

QUICK FIX

QUICK FIX

IT’S NOT WHAT YOU SELL, IT’S HOW YOU SELL.

THINK THEN DO

I

t’s a new year, busy busy,

achieving the goals. We mean

there’s lots to do. If you are

visualising your position at the

like most people you will

end of the year, and thinking

have a ‘to do’ list from which

through the journey you might

you prioritise your activity. To

take to get you there.

do lists are a great planning and organisational tool.

What thinking do you need to do? Find a quiet place or go for

However it you are only focussed

a walk or run. The best thinking

on doing, you need to pause for

is done away from the desk or

a while and do some thinking.

steering wheel.

Indeed, thinking should be top of your to do list, and I don’t mean thinking about what should be on your to do list, or who you are going to call next or how you will meet the next deadline.

We mean thinking about your goals, what you need to help you achieve your goals, and what might hold you back from

19 / www.nzsalesmanager.co.nz

CALENDAR DATE

NAME

PLACE

COMPANY LINK

Monday 4th March -

FranklinCovey:

Auckland

David Forman

www.davidforman.co.nz

Wednesday 6th March

Leadership

Tuesday 5th March -

Winning Sales Writing

Auckland

Shipley NZ

http://www.shipleywins.co.nz/public-

Wednesday 13th March

training-schedule.html

Tuesday 5th March -

Cold Calling and

Wednesday 13th March

Prospecting

Wednesday 6th March

Sales Ignition Day

Auckland

Top Achievers

www.topachieverssalestraining.co.nz

Sales Training

THE Marketing

http://www.themarketingcompany.

Company

co.nz

THE Marketing

http://www.themarketingcompany.

Company

co.nz

Effective

http://www.introduction-to-

Speaking

presenting.co.nz/

Auckland

David Forman

www.davidforman.co.nz

Sales Development

Christchurch

David Forman

www.davidforman.co.nz

Tuesday 12th March

Sales basics

Auckland

Geewiz

www.geewiz.co.nz

Tuesday 12th March -

Overcoming objections

Auckland

Top Achievers

www.topachieverssalestraining.co.nz

Thursday 7th March

Prospecting & Gold

Christchurch

Tauranga

Calling (Pioneers)

Monday 11th March

Introduction to

Auckland

Presenting Monday 11th March -

FranklinCovey: The 7

Wednesday 13th March

Habits of Highly Effective People

Monday 11th March Thursday 14th March

Wednesday 13th March

Wednesday 13th March

Sales Training

Create a Strategic Marketing Business Plan

www.nzsalesmanager.co.nz / 20

Auckland

Geewiz

www.geewiz.co.nz

DATE

NAME

PLACE

COMPANY LINK

Monday 18th March

12 Mth Persuasive Sales

Wellington

THE Marketing

http://www.themarketingcompany.

Company

co.nz

Shipley NZ

http://www.shipleywins.co.nz/public-

& Marketing (Creators) Monday 18th March -

Winning Proposal

Tuesday 19h March

Strategies

Monday 18th March -

Sales Development

Auckland

training-schedule.html Auckland

David Forman

www.davidforman.co.nz

Thursday 21th March

Tuesday 19th March

Customer Service basics Auckland

Geewiz

www.geewiz.co.nz

Tuesday 19th March -

Scotwork Advancing

Scotwork

http://www.scotwork.co.nz/

Thursday 21th March

Negotiating Skills

Wellington

Negotiating Skills NZ

Tuesday 20th March

Advanced Serious

Auckland

Geewiz

www.geewiz.co.nz

Mid-Year Skills Review

New

THE Marketing

http://www.themarketingcompany.

(Stars)

Plymouth

Company

co.nz

Advanced Selling

Auckland

Bright*Star

http://www.brightstar.co.nz/training/

Training

advanced-selling

Effective

http://www.effectivespeaking.co.nz/

Speaking

complete-presentation-skills-course.

Selling Thursday 21th March

Thursday 21sth March Friday 22th March

Thursday 21sth March -

Complete Presentation

Friday 22th March

Skills

Monday 25sth March -

Sales Negotiation for

Tuesday 26th March

Results

Tuesday 26th March

Winning Business as an

Wellington

php

SME

Auckland

Wellington

Bright*Star

http://www.brightstar.co.nz/training/

Training

sales-negotiation-results

Shipley NZ

http://www.shipleywins.co.nz/publictraining-schedule.html

21 21 // www.nzsalesmanager.co.nz www.nzsalesmanager.co.nz

THE CLOSE

‘

“People with goals succeed because they know where they’re going.”

- Earl Nightingale

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