OCTOBER | ISSUE 87
Avoiding Rejection isn’t an Option Page 6
NZ’S E-MAG FOR SALES LEADERS | WWW.NZSALESMANAGER.CO.NZ
From the Editor T
echnology is supposed to make our lives easier and more efficient. Sometimes it does, but being constantly plugged in and connected to our smart devices does seem to cause a level of stress and anxiety that wasn’t present ten years ago.
I see there is now an app that air travellers can use which activates when they enter the Koru lounge so that they can order their coffee from their phone. All in the interests of saving time, and it helps you by reminding you what your last three orders were in case you can’t remember what kind of coffee you like. It will even send you an alert when the coffee is ready if you are so busy you can’t listen out for the call.
You can probably text back “Thank you” then you won’t have to speak to anyone at all! If you are so short of time that you can’t walk 20 paces and say hi to the barista, then you probably didn’t have time to go to the lounge in the first place. If this sounds like you, I recommend you do take time to read and reflect on our Two Minute Top Up from Janice Davies in this issue. It is probably time to revitalise yourself
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contents
OCTOBER THIS MONTH'S MUST READ...........................................................................................6 AVOIDING REJECTION ISN’T AN OPTION EIGHT SALES QUESTIONS YOU CAN’T LIVE (AND SELL) WITHOUT...............12 QUESTION OF THE MONTH..........................................................................................18 WHAT ARE THE 3 KEYS TO SALES EFFECTIVENESS? TWO MINUTE TOP-UP....................................................................................................20 HOW TO GET YOURSELF IN TOP FORM TO ZAP THROUGH YOUR DAY QUICK FIX........................................................................................................................24 It’s not what you sell, it’s how you sell BOOK REVIEW...............................................................................................................25 Hyper Sales Growth by Jack Daly EVENTS CALENDAR......................................................................................................26
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MUSTREAD
Avoiding Rejection isn’t an Option
Words by Sandy Geyer
S
omewhere and somehow, in the annals of time gone by, when the notion of business building was in its design phase, a rule was decreed that for every 'yes' a business leader got in their quest to build their dream, they would be discouraged by an unequal and simply crushing number of 'no's'.
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And so it was that negativity became the foundation of this career path for all eternity, rendering the journey of the entrepreneur, fraught with the merciless onslaught of rejection and rebuff. ●
I found that if I could get to the bottom of what 'no' actually meant, then I had an idea of what to do next and how to re-approach the prospect at the appropriate time, in the appropriate way.
Sound familiar? The word “no” is mostly likely the first word that we learn to recognise as small children, and whilst it is often said with the best of intentions by our caregivers, (they want us to survive past an early age) it results in early programming which is largely negative. Such negative programming unfortunately teaches us very early in our development to temper our actions to avoid the dreaded word “no” at all costs.
When I was building my educational publishing company I found that getting past the word 'no' was counterintuitive, but stopping in my tracks just wasn’t an option in the pursuit of traction. With this almost desperate persistence, I learned quickly that no very seldom meant just no. In most cases it actually meant 'just not now', 'it’s too early/late for our budget', 'we have been using the same book for years and don’t see the need to change', 'one of our teachers has written the book we use', 'you look too much like my husband’s ex-girlfriend' or 'I would really rather go and drink tea in the staff room than stand here and talk to you'. I found that if I could get to the bottom of what 'no' actually meant, then I had an idea of what to do next and how to re-approach the prospect at the appropriate time, in the appropriate way. www.nzsalesmanager.co.nz |
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As we grew and my skills developed, I learned more quickly about how to avoid rejection right from the start, as well as move on from it effortlessly & efficiently
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This process took a lot of patience, a very thick skin and wilful insight; bearing in mind that we started our company in turbulent political times in South Africa, when most of our clients were overcome in a tidal wave of uncertainty and pending change. As we grew and my skills developed, I learned more quickly about how to avoid rejection right from the start, as well as move on from it effortlessly and efficiently. Once I became adept at refining and teaching this hard-won learning to my sales team, we grew steadily and exponentially, and for a time, I almost forgot how big a deal rejection had once been to me.
My...point is that to grow a business or practice of any kind we have to make peace with the passenger 'rejection', who is going to take their seat in our vehicle of business growth, alongside tenacity, vision and commitment: invited or not, and tolerated or not. When I started EnQPractice, rejection became an enormous part of my professional life again. The personal nature of rejection was also far worse, as the concept of Entrepreneurial Intelligence is my creation, and not a product that someone else has written or developed. The gatekeepers in the industry for professional development are ruthless and not afraid to offend, brutally questioning authenticity, relevance, gender and nationality to
find the most formidable and soul crushing 'no' to come back from. Rejection, unlike objection, is not a show of interest. It is a short and often vicious punch to the guts of what you are offering; simply to make you go away and lessen the load on the desk of the gatekeeper. Do I blame them? In most cases, no. With the sheer numbers of people in my industry who are relevant knocking on their doors, they are completely overwhelmed. Never mind the gazillion others who are not relevant or simply bombarding them with spam email and cold calls in the vague hope that one hits home. But I keep going, because I believe in the value of the offering. My long-winded point is that to grow a business or practice of any kind we have to make peace with the passenger “rejection�, who is going to take their seat in our vehicle of business growth, alongside tenacity, vision and commitment: invited or not, and tolerated or not. www.nzsalesmanager.co.nz
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Here are five ways that I have managed to keep “rejection” firmly buckled into its seat in my vehicles, out of my focus, and far enough away from the handbrake to not be able to reach for it just as I am gathering speed:
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Understand that rejection is a necessary part of success. Avoiding the chances of rejection only limits our chances of success. Focus on getting better at filtering which rejections to ignore (the issue is them); and which ones to accept, further explore and utilise to polish our act (the issue is ours). Get really good at communicating what it is that you can do for your potential clients. Having it right in our heads isn’t good enough: even if we are comfortable in sales situations. We have to craft and rehearse our message to make sure that we hit the mark, if the mark is indeed ours to hit. Learn the art of effective communication. For a small investment of time and dollars we can learn how to communicate effectively to the 75 per cent of our clients who are not like us and need us to communicate our message in a different way. It all comes down to numbers, and we just have to get past a certain number of noes to get to the number of yesses we need. Putting our heads down and just getting on with it; without expecting a fast result or an easy short cut, counts for a lot. Get really good at asking the questions that will reveal the real reason behind the simple “no”. No very seldom means just no. What’s really going on is often something we can address appropriately.
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www.enqpractice.com
We are in service to our clients and we shouldn’t look to them to encourage us in any other way than by obviously benefitting from our services. Minimising rejection is a responsibility that we need to take by being professional and authentic in all ways, even if we can’t avoid it completely. If we stay close to our purpose, surround ourselves with the right people, and find ways to measure and monitor visible progress, we will sustain enough encouragement to endure through the building process.•
Sandy Geyer is an entrepreneur and mentor who helps other successful entrepreneurs in New Zealand, Australia and South Africa over a wide range of industries 010 | www.nzsalesmanager.co.nz
MIKI SZIKSZAI CEO, SNAPPER
NEW ZEALAND’S SMARTEST BUSINESS PEOPLE ARE SWITCHING TO 2DEGREES. “We were saving between 35% and 40% off our telecommunications bill right off the bat. It also has opened up the opportunity for us to potentially reduce our reliance on landline phones in the office, which we’re now exploring. And again, that will probably take another 20% to 30% off our comms bill.”
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To see the full story about Snapper, and hear about other companies who have made the move to 2degrees Business, visit: 2degreesmobile.co.nz/business.
Talk to one of our Business Consultants today and we’ll help drive your business forward. Call 0800 022 249 or visit 2degreesmobile.co.nz/business
Eight Sales Questions You Can’t Live (and Sell) Without Words by Jim Domanski
1. The Who Question Never, ever assume that the person you are speaking with is the decision-maker. Your contact may be only one of a number of individuals who could influence the sale. Know the players so you can prepare strategies and tactics to deal with them. Your challenge is to find out if there are other participants in the decision without putting your contact on the spot. If you're too blunt, the prospect might mislead you. Here is a simple question that you can't live without. Use it every time: "Amanda, apart from yourself, who is involved in this decision?" Here's a variation: "Kevin, in purchases like these, there are usually several people involved. Apart from yourself, who else would have a vested interest in the decision?" 012 |
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Master the scenario question and you'll get to needs quicker, reduce your sales cycle and convert more sales in less time. 3. The Scenario Question
2. The When Question I am amazed at how many reps ignore this powerful and insightful question:
Discovering a prospect's needs can be challenging in the early stages of selling. When prospects don't know you, they tend to be much more reserved in the information they share. Many are not comfortable telling you about their "warts and blemishes" (ie their needs, challenges, weaknesses and concerns) until you've established some rapport. To get around this hesitancy, use a scenario question. As the name implies, the scenario question paints a scenario that addresses a problem or concern without putting the prospect on the spot. Here are a couple of examples:
"Kathy, when do you see the final decision being made "Ms Bixby, much of our research with our clients shows and delivery taken?" Or: "Mr Woods, if this were a go, when that cash flow is sometimes an issue, particularly with the fluctuating price of oil. Let me ask you, what has been your do you see it occurring?" experience with cash flow over the last year or so?" The when question helps "Scott, we are getting more and more feedback from IT you to assess urgency. A Directors and managers from large corporations regarding the decision that will be made misuse of licensing agreements. It's creating some concerns within a week has more about compliance. Let me ask you: what has been your urgency than a decision experience with this so far?" that will be made in three The scenario question is based on the premise that misery months. Knowing when loves company. You want the prospect to think "Gee, if the sale might conclude others are experiencing the same thing then it's okay for me helps you set priorities, determines the time and effort to open up." Master the scenario question and you'll get to needs quicker, reduce your sales cycle and convert more you devote, and dictates sales in less time. your follow up strategy. www.nzsalesmanager.co.nz
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4. The Net Impact Question Even if you use a scenario question and the client opens up to you, it doesn't necessarily mean that the prospect's need is strong enough for him to take action. One of the best questions you can ask to determine the depth and breadth of a need is the net impact question. Here are two versions:
Even if you use a scenario question and the client opens up to you, it doesn't necessarily mean that the prospect's need is strong enough for him to take action.
"So what's the net impact on your firm when cash flow is 5. The Explain Question tight?" or "What's the possible Here's a versatile question you can use in many different net impact if licensing scenarios. It gets the client to open up by enticing him to speak agreements are abused in up, expand, pontificate, ruminate, elaborate and articulate. your branch offices?" For instance, suppose the prospect tosses the classic price The net impact forces your objection. Say this: prospect to think about the rippling effect of a problem. It "Eric, could you explain to me what you mean by 'too high’?" gets him to do some analysis. You're asking him to elaborate. Is the price too high relative In effect, you want him to to what? Budget? A competitive bid? Or, is it a smokescreen? say "Gee, I never thought Regardless, the client must open up. of it like that." Suddenly, Suppose your client says "We're not all that happy with flux seemingly minor problems modulators." Try: "Wendi, could you explain to me why you're become more significant. Or, not happy?" This is a buying signal. Exploit it. you learn that the net impact is minor. If so, avoid wasting Suppose the prospect says "Well, I'd have to go to committee your time: move on. Because with that proposal." Respond with "I understand completely. Joel, can you explain to me how the committee operates and the question is open-ended, how they go about evaluating a proposal?" it gets your client to expand and elaborate. You get Suppose you're probing for needs. You can say "Ms information, and information Barton, explain to me the challenges you're experiencing in is power. penetrating the Canadian market." 014 |
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6. The Make Sense Question Call this one a trial close. Keep it handy because you'll use it a lot. Use this simple, closed question after pitching your product or tackling an objection. For example, suppose you have presented a financial planning strategy regarding mutual funds. Just ask: "Does that make sense to you so far?" Or, "Am I making sense to you right now?" This question does a couple of things. First, it tosses the conversation back into your prospect's lap. This creates 'give and take' dialogue. It forces you to relinquish control of the call and stops you from rambling. Second, the make sense question helps you gauge whether the client is on board or not. But, you must listen to the words and tone of your client. If your prospect says "Yeah sure, I guess." with a vague and uncertain tone, clearly it does not make sense. Stop right there and reverse gears by saying "It sounds like I may have confused things a bit and I sense some hesitancy. Can you explain to me what you're thinking?" (notice the use of the versatile explain question). On the other hand, if the client gives you a positive and enthusiastic, "Yeah, it makes total sense." they have, in effect, given you a buying signal. Don't be afraid to liberally pepper your sales call with make sense questions. Variations include: "Do you follow?", "How does that sound to you?", and "Am I on the right track?" www.nzsalesmanager.co.nz
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It's time to close the sale. One of the best questions to close the sale is this: "So, Angie, would you like to give it a try?" or, "Why not give it a try?" 7. The Removal Question Here's a question that will help you deal with objections and concerns. The removal question efficiently 'removes' the issue at hand and asks the client her thoughts based on that scenario. Suppose a prospect says "It's really great, but it's just not in our budget." You reply: "Fair enough, Brandi. Let me ask, if budget was not an issue, would you proceed with the proposal as outlined?" If Brandi says yes, then you can negotiate or come up with terms or arrange financing, because her objection is not a smokescreen but the real thing. If she says, "Well, yeah, but I am also a little concerned about the maintenance program." you've discovered that it's not a budgetary issue, or that budget is only part of a number of issues. Suppose the client says "Well, I have to go to the buying group on this one." You say: "I understand. Steve, suppose there wasn't a buying group, what would be your decision?" By removing the objection, you can determine if Steve's on board or not. Either way, you are well on the way to handling the client's issue.
8. The Try Question It's time to close the sale. One of the best questions to close the sale is this: "So, Angie, would you like to give it a try?" or, "Why not give it a try?" I stole this question from Jeffrey Fox, author of "How to Become a Rainmaker." He calls it a killer sales question, and he's right. I use it now and I cannot sell without it. Why? Because, as Fox explains, to most people, 'try' is a revocable act, a decision that can be reversed. It sounds and feels temporary. Fox concludes that people feel that to try something is a sample or a test, not a commitment to buy. But in reality, they either buy or they don't buy. There is no ‘try’ buy. But, psychologically, the prospect has an easier time making the decision to say yes to the purchase.
These are eight of the best selling questions of all time. These are classics that work. You will sell better and sell more when you use them. ●
www.TeleconceptsConsulting.com
Jim Domanski is a tele-sales expert and president of Teleconcepts Consulting. Teleconcepts Consulting helps businesses and individuals who are frustrated with the results they have being getting when using the telephone to market and sell their products 016 |
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QUESTIONOFTHEMONTH
What are the 3 Keys to Sales Effectiveness? Words by Ross Wilson
A
ccording to ANZ Research, the key indicators are showing annual GDP growth now running at 3.9 per cent, including a 1.4 per cent annual growth in the services sector alone, and a continued strengthening of construction sector activity.
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However, with win rates falling, longer sales cycles and a lack of sustainable competitive advantage it’s still a struggle to create higher
revenue by the typical means. Customers are becoming immune to online and direct marketing and new rules controlling unsolicited sales are making it tougher to convert leads into sales. Our customers are better informed, with more choice than ever before. So, where do the smart companies look for higher sales results and sustained revenue growth? It may sound old hat, but the truth is a high performing sales force is still proving to be the most consistent, reliable, and cost effective source of revenue growth in most businesses. In fact, a well-trained, well-supported and well-coached salesperson is still the most productive revenue generator. The late Larry Wilson often said “People love to buy, but they hate being sold to.” This is still as true as ever. That’s why aligning the selling process with the buying process is one of the three keys to sales effectiveness.
A welltrained, wellsupported and wellcoached salesperson is still the most productive revenue generator
To learn more about this and the other two critical performance factors that lead to greater sales results, download the free research paper from our web site. To develop a truly competitive sales force, contact us today. ●
www.growingorganisations.com/offers
Ross Wilson helps organisations improve business and human performance. Read more in the full report here.
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TWOMINUTETOPUP
How to Get Yourself in Top Form to Zap Through your Day Words by Janice Davies
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our communication and energy output is your job, as you spend time and energy selling yourself and your products to customers. Of course, it is a win/win situation because of the sales being generated, but ultimately it can still be an energy sapper. Working at peak performance is helped when you have an input of the rejuvenation processes included for your body and in life.
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Your mobile reminds you when it is time to recharge the battery, or the petrol light illuminates when the car is running low. But nothing is reminding you to recharge yourself: or is it? When you are feeling below par, is your body telling you to rejuvenate? The world’s best entrepreneurs and achievers tell us that without good health and positive thinking you won’t achieve your goals and achieve your dreams. So, if you desire more in life, it is worth making an effort to rejuvenate yourself. Your brain is a more important asset than pieces of technology, so it is time to give it the attention it deserves, because ultimately it is creating your daily habits, whether they are good, bad or indifferent. Consequently, you owe it to yourself to increase your personal care and love while revitalising your body, otherwise you’re likely to fade out before your day has ended and your work is done.
You owe it to yourself to increase your personal care and love while revitalising your body, otherwise you’re likely to fade out before your day has ended and your work is done If you are exhausted at the end of the day, identify the negativity that is sapping your energy. A bad diet, and dehydration, disorganisation and negative people are a few possibilities, but ultimately you need to define what your main energy sapper is and find a solution for yourself.
walk, fresh air or singing in your car. It is hard to think negative when you are singing an uplifting song.
Rejuvenating yourself is vital on the road or between If you have difficult co-workers or clients, you can learn to deal appointments. Water is the with them differently by up-skilling yourself about personalities, top priority and a snack of high energy nuts and grains communication, and body language. If you are in a positive frame of mind, you can analyse and alter your communication from the supermarket, or good quality muesli bars or fruit can style to create a more comfortable relationship. keep your energy stable. Be a smarter and wiser salesperson by analysing them and Additionally, there are the mirroring their style to create the effective relationship that health drinks like spirulina is kinder to your energy supply. Ultimately you want to seek and other alternatives that out new positive people in your life and spend less time with sustain your body as well as negative folk who sap your energy. providing nutrition. If you own negative thoughts, then a positive way to change your thoughts is to remind yourself what you are spending your wages/salaries on and the enjoyment of your job as you are travelling around our beautiful country. Remind yourself that you did not want to be sitting at a desk all day, and that you have chosen this profession. Another energy sapper is your values and beliefs: which reflects in your attitude. You are in control of your thoughts, and they affect your feelings, which trigger your emotions and energy. Anytime you find yourself below par, assess where you have let yourself down and revamp your energy with a
However, be aware of the drinks with caffeine that may have you wide awake during the night when slumber should be on your agenda. Seven to eight hours sleep is still the normal amount needed, so do your best to establish a good sleep regime for yourself. www.nzsalesmanager.co.nz
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Challenges on the road, slow traffic or running late for an appointment can often be out of your control and your stress rate may soar. It is vital to have strategies to reduce the stress that accompanies some of these mishaps which are out of your control by ringing ahead or using it for car exercise if you are stationary. Stretch by crunching your shoulders and releasing them; give yourself a head or hand massage, or neck stretches to release tension and help your body relax.
Additional Revitalising Tips • Have more fun, but not at the expense of others • Analyse your relationships to improve or ditch them • Understand the crucial role your feelings play • Live in the now; • Let these time frames be in the right phase: past, present, future • Improve deadlines with new time management strategies • Appreciate your work and its rewards • Nurture your body with healthy intakes • Understand your uniqueness and get on track with goals • Spend time in nature, e.g. a beach walk, or looking at the moon and stars. ●
www.attitudespecialist.com or www.difficultpeoplehelp.com
Janice Davies is The Attitude Specialist, who teaches people to think positive and empower themselves. For free e-books and to find out more visit the above sites. 022 |
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• Sales Management • Leadership Research • Training & Development Click here
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QUICKFIX
Using Powerpoint: Make Sure You Have the Power I
f you use Powerpoint for your sales presentations, stop and think about whether the slides are driving you, or you are driving the slides. Powerpoint is a great tool when used in the right way, yet it is regularly used incorrectly for presentations. Too often the entire presentation content is written onto the slides. The talk is then little more than reading out the slides, and so the slides drive the speaker. This results in the audience giving their attention to trying to pick out the information they need from the slides, rather than being focussed on you, the presenter. It should work the other way round. The audience attention should be on you, the presenter, and the slides used to reinforce the key point you are making. Don’t create your presentation by writing it out in Powerpoint. Write your presentation in full in words, or use a mind map and then put together a few Powerpoint slides to visually support the key points you are making. Then you will have the power, and the attention of the audience.�
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RESOURCECORNER
Hyper Sales Growth
Street-Proven Systems and Processes. How to Grow Quickly and Profitably.
“Jack Daly stands above all others. His energy is matched only by his genius and understanding about what makes the best sales organizations. It’s not commission strategies, it’s not about glossy sales materials; it is about people. Jack understands better than most that if you look out for your people and insist that they look out for your customers, the result is unprecedented growth (and a lot of very happy and inspired employees and customers).” - Simon Sinek
www.fishpond.com
$36.91 by Jack Daly www.nzsalesmanager.co.nz
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EVENTSCALENDAR DATE
NAME
PLACE
COMPANY
13th October
Prospecting
Auckland
David Forman
14th October
Sales Training
Christchurch
Top Achievers Sales Training
14th -15th October
Sales Manager Boot Camp
Auckland
The Marketing Company
20th October
Advanced Sales Development Auckland
David Forman
21st October
Sales Basics
Auckland
Geewiz
22nd October
Sales Management
Auckland
Geewiz
23rd October
Overcoming Objections
Auckland
Top Achievers Sales Training
28th October
Sales Management
Auckland
Top Achievers Sales Training
29th October
Sales Leadership Luncheon
Auckland
Salesstar.com
6th -7th November
From Selling to Partnering
Auckland
David Forman
6th -7th November
Key Account Management
Auckland
NZIM
Auckland
David Forman
10th -12th November Strategic Sales Leader 12thNovember
Growing Share of Wallet
Auckland
David Forman
12th November
Persuasive Selling Boot Camp Auckland New Plymouth Auckland
The Marketing Company The Marketing Company David Forman
Essential Marketing Boot Camp 18th-20th November Sales Performer 17th November
18th November
Cold Calling and Prospecting
Auckland
Top Achievers
18th November
Sales Basics
Auckland
Geewiz
25th November
Sales Process
Auckland
Top Achievers
25th November
Sales Basics
Christchurch
Geewiz
Auckland
NZIM
25th-26th November Cutting Edge Sales Skills
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THECLOSE
“How you think when you lose determines how long it will be until you win.� Gilbert K. Chesterton
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