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
THE CLOSE
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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
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!
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