NZ Sales Manager Issue 54

NZSALES SEPTEMBER 2011

Issue 54

What to do When You are

Chasing

the Money

Negotiating with difficult people Mining your database for sales opportunities Running Late

Plus! Check inside to see if you've won cool prizes from our awesome new supporters!

NZ’s e-mag for sales leaders

CONTENTS SEPTEMBER / Issue 54 6

6

10 16

THIS WEEK'S MUST READ WHAT TO DO WHEN YOU ARE CHASING THE MONEY Eight tips on collecting debts

10

Negotiating with difficult people 4 tips for when the going gets tough

12

Quick Fix It’s not what you sell, it’s how you sell.

14

TWO MINUTE TOP-UP MINING YOUR DATABASE FOR SALES OPPORTUNITIES Database gold

16

17

RESOURCE CORNER First Break All the Rules

` NZSM CALENDAR

18

RSN PAGE

20

MARKETPLACE

22

SALES SUPPORT WINNERS

24

THE CLOSE

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From the Editor

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.

F

EDITOR / Paul Newsom

or larger companies

can be difficult, but it is

ART DIRECTOR / Jodi Olsson

debt collection is

important to know how to

GROUP EDITOR / Trudi Caffell

done by the accounts

manage the situation and

CONTENT ENQUIRIES /

department. For smaller

keep the relationship healthy.

Phone Paul on 04 586 4733 or email

companies it is often the

In this issue, Auckland based

pauln@nzsalesmanager.co.nz

sales person who adds this

Contact Centre expert,

ADVERTISING ENQUIRIES /

to the task of managing

Ann Mayer gives us some

Phone Richard on 09 522 7257 or email richardl@

the relationships with their

excellent tips on how to

espiremedia.com

customers.

tackle this often delicate

ADDRESS / NZ Sales Manager, C/- Espire Media,

situation without resorting to

PO Box 99758, Newmarket, Auckland 1151, NZ

calling in the bailiffs.

WEBSITE / nzsalesmanager.co.nz

For those of you out there who are debt collectors and sales people, the recent tough economic climate will have probably seen more focus on the debt collection.

Happy Selling Paul

ISSN 2230-4762

JOIN US ON:

Figuring out which clients can’t pay, don’t want to pay, have forgotten to pay, or are shrewd cash flow operators,

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NZ Sales Manager would like to acknowledge the support of our major partners Gold Customer Relationship Management Silver Independent Software Vendor (ISV) Silver Learning

Microsoft Dynamics CRM

NZSM / SEPTEMBER 2011 / 4

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THIS WEEK’S MUST READ Ann Mayer provides businesses with practical and effective contact centre solutions.

To find out more visit www.telephos.co.nz

What to do When You are

Chasing

the Money Eight tips on collecting debts

By Ann Mayer

C

ash flow is the lifeblood of every organisation whatever its size or business. Failure to ensure an adequate supply of funds through an organisation will inevitably cause it to wither and die, regardless of product innovation, product efficiency, market demands or sales and marketing effort.

Bad cash flow can cause profit erosion. Each company has its own debtors and creditors. Failure to collect from debtors speedily and efficiently means that finance from elsewhere must be obtained in order to satisfy outstanding creditors. Today we have relatively

NZSM / JULY 2011 / 6

low interest rates but not much money available for lending so finding this finance can be difficult.

During a recession many companies will be trying to keep hold of the money they have for as long as possible, and you hear stories of companies only releasing the payment after being asked for it. This means that we need to spend more time collecting debts in order to keep our cashflow healthy. Also during a recession it is very important to collect, as companies who are not healthy financially can close down leaving you with an unpaid debt.

Many companies are worried about collecting debts as they believe that may sour the relationship they have with their client. For the communication to be effective it must be personal and two-way, which makes the phone the ideal medium. It will not sour the relationship if done correctly, and sometimes will even strengthen it, as when having a discussion with the debtor you may well find out they are also owed money, and you are showing them what they need to do.

It is well known that the longer it takes to collect a debt, the more money value depreciates.

It’s also been proven that the longer the collection effort drags on the less likely it is that the account will be collected successfully, and the more it will cost to collect.

The statistics from the American Debtor on collecting debt are as follows – I have not found similar research done in NZ. • • •

87% will pay on the first request.

10% will stall, often have a grievance. Will not pay, but can be forced.

3% deadbeats or to use a better term, credit criminals.

TIME and THE VALUE OF MONEY The longer it takes to collect a debt, the more the value of money depreciates. What will your debt be costing you?

$1 today 90c in 2 months 67c in 6 months 45c in 1 year 23c in 2 years 15c in 3 years 1c in 5 years

These numbers may look surprising but they could be representative of reality. Although inflation in New Zealand is not 100% per year, there are other factors that impact the value of the outstanding money. We may be borrowing to cover the outstanding amount, or not able to put this money back into the company for development.

It’s also been proven that the longer the collection effort drags on, the less likely it is that the account will be collected successfully, and the more it costs to collect.■

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7 / SEPTEMBER 2011 / NZSM

So what is the solution? Here are 8 things you should be considering:

1

Start collecting early in the cycle. When the money is due on 20th of the month, it is overdue by the 23rd or 24th .At this time make a very polite simple call to the debtor to ask for payment. Words like “we haven’t received the payment, is there any reason for this” work very well at this time.

2

Change the look of the statement you send out. If you put on the bottom of a statemen,t ‘Current, 30 days, 60 days, 90 days’, this gives the message you will wait up to 90 days for payment, and many companies (frequently the larger ones) will take that long to pay.

3

When you take an incoming call for a product, and you know the account is on stop credit, you can get yourself some help from the person placing the order by saying something like “I will need to speak to your accounts department before I can dispatch these, can you transfer me please”. The person placing the order will then ask the accounts department to pay the account immediately so that they can get the product they need, thus doing some of your work for you.

4

Don’t stay talking with Accounts Payable staff too long. Remember these staff members are normally carrying out orders from a manager or financial controller.

After one attempt with Accounts Payable, ask to speak to someone higher up. This often gets the matter resolved immediately.

5 6

Give a discount for payment on the due date. Many people ensure the account is paid if this is applied.

Keep good records when collecting because they will be needed if the process gets complicated. If your first call does not succeed, you can tactfully tell the debtor that they were not telling the truth without actually saying it. e.g. “We spoke on the 26th at 11.10am and you said that you would put a cheque in the post before Friday. This cheque has not arrived.”

This tells them that you will not accept excuses this time. Timed and dated notes are also admissible in court, so if it comes to that, you will have a good case to put forward.

7 8

Develop a credit policy. Take the time to write out a clear and concise credit policy that applies to all of your customers and clients. Be prepared to stop supply if the customer does not pay on time.

Create a regular, adequate system to highlight debtors. You need to be able to regularly and quickly identify when customers' payments are overdue or they have exceeded their credit limit.

If your clients are late in paying I suggest you start implementing these some of these ideas immediately. ■

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Thursday 22nd September 2011 Remuera Room, Ellerslie Event Centre, 80-100 Ascot Ave, Greenlane Registration from 7.30am. Commencing 08.00am sharp.

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Alan Smith is an Associate Director with negotiation experts Scotwork.

To find out more visit www.scotwork.co.nz

Negotiating with Difficult People

4 tips for when the going gets tough

By Alan Smith

I

t’s a hard life as a sales person – customers with ever decreasing budgets, sales managers with ever increasing targets. Sellers have always had to deal with difficult people, maybe aggressive buyers, demanding customers, or obstinate internal colleagues, but these days, people seem to be more ‘difficult’ than ever.

One of the questions we often get asked is, “How do I negotiate when the other side are aggressive, rude or just nasty?” We have 4 key tips that will help when the going gets tough.

First things first. Do not get sucked in. The basic ruling emotions of love, hate, fear, lust, and contentment originate in the most basic part of our brain. We humans have 3 layers of brain: the brain stem, limbic and neuro cortex. Over millions of years of evolution, the core brain stem, often referred to as the reptilian brain has been superseded, and layers of more sophisticated reasoning have been added upon this foundation to make us smarter than the rest of the animal kingdom.

NZSM / SEPTEMBER 2011 / 10

Trouble is that when we are threatened, frightened, lied to, insulted, cheated or treated badly, all this sophistication peels away and the reptilian (or reactionary) brain kicks in.

Once this has happened we lose control of our emotions and sense of perspective, we dig in, fight back, raising the temperature even further, and the negotiation spirals out of control.

Or even worse we retreat into our shells and run from the problem, simply giving in. The fundamental fight or flight mechanism.

If we give in we reward the bad aggressive behaviour, and by doing so we teach the other side that treating us badly gets results. If it works they will keep doing it. In fact many aggressive and unpleasant negotiators get their way by winning concessions after whipping the other side into submission, by (in corporate speak) taking all the skin in the game. So stay in control. Easier said than done, right!

1.

3.

4.

2.

How do we manage the situation when put under this kind of pressure?

1

Recognise the behaviour. First question to ask yourself whether it is a ploy or is it natural behaviour? The answer to this may also depend on whether you are negotiating in a ‘contract’ or ‘relationship’ situation. If the other side is trying to rile you so you feel uncomfortable and may give in more readily, understand what they are doing. If you react to provocation it is likely to encourage more of the same from your adversary. Stay calm and engage your higher brain systems. Let them go through their rant. Stay quiet and do not engage. Once they have finished, summarise their key concerns to show you have been listening and making notes and maybe ask them to go through their concerns again. Be professional. It is very difficult for someone to maintain an aggressive stance for long, particularly if you are being calm in response. Resist the temptation to score points. Fighting back will not in our experience advance your immediate interests and may damage the long term relationship. Moreover if you are dealing with people who use this tactic they may be used to using it and be good at it. Better to reframe the negotiation on terms you find more amenable.

2

Make any movement on your part, conditional. Negotiation is a trading process. Of course you will have to make concessions if you are negotiating, but make sure that any movement you make is only achieved if they do something for you too. And get the language right. Put any conditions that you have on making movement clear, specific and up front before making any offers. It is important to make sure that your conditions and offers are realistic. Unrealistic, barking mad proposals that work for you, but not them, will cause even greater aggressive behaviour.

Emphasise that the concession offered is because of the logic or content of their argument, not the tone or manner of the delivery. This will help highlight the fact that you have observed, assessed and not been influenced by the adversarial manner.

3

Buy time to think. In the traffic of a hard and aggressive negotiation it can be incredibly difficult to maintain calm and control. You need to create time to think rationally and decide whether you can negotiate, where your flexibility can be, and importantly what you can trade in return. If you are negotiating in a team use the other players in the team to buy time by asking them to summarise the position the negotiation has reached.

Plan to take breaks in large and difficult negotiations to consider your strategy and clarify objectives. Time out can help you focus on what you want and need and take some heat out of difficult negotiations.

4

Do not, and I mean DO NOT, just give in.

Giving in is the worst thing you can do, because guess what will happen next time?

Sometimes the pressure will be on you and you will be made to feel responsible for delaying or deadlocking a deal, so the temptation is to just say “yes”. Two problems here. Firstly, there will be a very real risk that you then have to live with a deal that you should never have agreed to. Second, the next negotiation will simply be more of the same. So buy time. Take a break, meet and discuss strategy for dealing with this behaviour with your colleagues. But don’t surrender.

Negotiations are a part of our everyday life, we all negotiate pretty much all of the time. Coming across a difficult and aggressive negotiator is not that unusual, they are everywhere. Such people believe that negotiation is about conflict and often use war terminology (“ready for battle…?”). Remember the words of Sun Tzu in The Art of War, ‘the supreme art of war is to defeat the enemy without fighting’.

Engage your higher level thinking systems and stay in control, keep asking questions and explore ways of coming up with solutions that you can both live with. Losing your control will make you appear unprofessional, giving in will be seen as weak. ■

11 / SEPTEMBER 2011 / NZSM

QUICK FIX

Quick Fix

It's Not What You Sell, It's How You Sell

Let your client know if you are running late

T

raffic, delays, taking the wrong turn, can’t find a car park, meetings going over time – there could be several reasons why you are running late.

You might think arriving a few minutes late for your next appointment might be OK with your prospect.

They won’t mind.

However you must respect your prospects time – if it is 10.50am and you are 20 minutes away from your 11.00am appointment, then pull over, and make a call or send a text or email. It will demonstrate to your prospect that you are thinking about their day, and that you value and respect the time they will be giving you. ■

NZSM / SEPTEMBER 2011 / 12

THE PRESENTER Introducing Gilly Chater The Breakthrough Catalyst Speaker, Facilitator, Coach, Writer And Winner Of The NSANZ Auckland “Bright Star” Speaker Award 2011

REV-UP SEMINAR SERIES AUCKLAND Behind on the sales target?

How To Stay Calm, Get Creative, and Get On Track!

The Quality Of Your Thinking has everything to do with your productivity and particularly when you’re behind your targets! Gilly Chater’s presentation will be practical and informative to assist sales managers and their teams to breakthrough to new thinking and increased sales success during these tough times.

The Details!

WITH THANKS TO

When: Friday 16th September 12pm-2pm Where: Officemax, 30 Sir Woolf Fisher Drive, Highbrook, East Tamaki, Auckland Tickets (excl GST): NZ Sales Manager Subscribers $34.95 Non Subscribers $49.95 Includes networking light lunch!

WWW.NZSALESMANAGER.CO.NZ

In Association With

TWO MINUTE TOP UP

Kathy Raynel brings a new perspective on database marketing campaigns and helping businesses unlock the value of their own information. To find out more visit www.kmsdata.co.nz

Mining Your

Database

for Sales

Opportunities Database Gold

By Kathy Raynel

E

xperienced sales people and marketers know effective ways to increase sales are to sell more products to existing customers, or find more customers that have similar needs to the ones they already know. Many businesses have an idea of who their customers are, but maybe aren’t looking at their database the right way to uncover the sales gold.

Start by recording some basic information about your customers. You may already have names and addresses and with a little more detail you’ll be surprised what you can achieve with this later. There are 4 key questions that can help maximise every opportunity.

Not all of these will be relevant for every business, but you’ll get the idea.

If you are Business to Business (B2B) focused then consider if your product/service is specifically aimed at the business itself, or at the employees in the business.

If you feel that the employees in the business are your audience then the questions relating to Business to Consumer (B2C) may be more appropriate for you.

NZSM / SEPTEMBER 2011 / 14

What do my customers do?

B2B: What industry are your customers in?

Are they manufacturers, retailers, exporters or professional services? Are they in an office, warehouse or outdoor environment?

B2C: Is a large percentage of your customers retired, students, office workers, sales people, laborers, industry workers, drivers, unemployed or tourists?

If you don’t know – ask them! You could get a database company to uncover this information for you, but engaging directly with your customers gives you the opportunity to find out more about them.

Where are my customers located?

B2B: If you dispatch products to your customers, then look at their delivery addresses. If you only have postal addresses, look at the ones that aren’t P.O. Boxes (often P.O. Boxes are closer to where the manager lives than to the business, or they could be for a head office in another town). How many customers do you have in each town?

What do my customers look like?

B2B: Categorise the size of your customers by how many employees they have. Small, medium and large categories work as long as you allow for 2 groups of each. A large manufacturing company may have 100 employees however what is considered a large Accounting firm may have 20 employees.

B2C: Are they younger or older, upper or lower socio economic, single people or families, males or females?

Why do customers buy my products or services?

What do they do with it?

B2B: What type of product or service does each customer buy? How do they use it in their business?

For B2B customers this information is easier to get than you might think, a simple survey included with your next statement run costs very little and can yield some highly valuable information.

B2C: Are they buying for themselves or for a gift? Is it a treat item or something they use every day?

B2C: If you’re running a loyalty programme or dispatching orders then you’ll have addresses to refer to. If not, casually ask each customer where they’ve travelled from today.

Uncovering why your customers conduct business with you and how they use your products are the most important of all questions.

Uncovering why your customers conduct business with you and how they use your products are the most important of all questions. Two golden rules we learn in sales training is that a benefit is not a benefit unless it is relevant to the person I am talking to, and never assume customers use your products for what they are intended for.

Customers often hold the secrets to unlocking new

markets and identifying which benefits are most important for us to focus on. If they didn’t ask, would the makers of zip lock food bags have ever known their bags were being used to store toys, keeping items dry for sports and camping, store game pieces and hardware, prevent toiletries from leaking or scientific experiments? Not bad for a product originally marketed for food storage.■

15 / SEPTEMBER 2011 / NZSM

RESOURCE CORNER

First Break All The Rules Author: Marcus Buckingham & Curt Coffman Publisher: Pocket Books $16.85 from Fishpond.co.nz

G

reat managers do not help people overcome their weaknesses. They do not believe that each person has unlimited potential. They do play favourites and they break the 'Golden Rule' book everyday.

This amazing book explains why great managers break all the rules of conventional wisdom. The front-line manager is the key to attracting and retaining talented employees.

No matter how generous its pay or how renowned its training, the company that lacks great, front-line managers will suffer. Great managers are the heroes of this book.

Vivid examples show how, as they select, focus, motivate and develop people, great managers turn talent into performance. Finally, the authors have distilled the essence of good management practice into twelve simple questions that work to distinguish the strongest departments of a company from all the rest. This book is the first to present this essential measuring stick and to prove the link between employee opinions and productivity, profit, customer satisfaction, and the rate of turnover.

NZSM / SEPTEMBER 2011 / 16

NZSM

CALENDAR

SEPTEMBER - OCTOBER

2011

12 to 13 September

20 September

Winning Proposal Stratgies

Sales Process

Auckland

Auckland

Shipley NZ

Top Achievers Sales Training

www.shipleywins.co.nz/training/

www.topachieverssalestraining.co.nz

14 September

21 September

Foundations for Sales Success

Business to Business Sales Skills

45 d Mt Wellington Highway Auckland

45 d Mt Wellington Highway Auckland

Zealmark Group

Zealmark Group

www.zealmarkgroup.co.nz/profile_Foundations_

www.zealmarkgroup.co.nz/profile_Business_to_

of_sales_Success.php

Business.php

15 September

4 & 5 October

Overcoming Objections

Sales Management

Auckland

Auckland

Top Achievers Sales Training

NZIM Northern

www.topachieverssalestraining.co.nz

www.nzimnorthern.co.nz/wa.asp?idWebPage=1 6885&idDetails=106

16 September Gilly Chater

4 to 6 October

Office Max

Scotwork Negotiating Skills

Highbrook, Auckland

Auckland Scotwork www.scotwork.co.nz/Training+Courses/Scotwor k+Negotiating+Skills+Course.html 6 October Cold Calling/Hot Knocking Auckland Top Achievers Sales Training www.topachieverssalestraining.co.nz

W H AT ' S N E W

NZ Sales Professionals Gain Following Merge

R

eaders of “NZ Sales Manager” will soon be able to interact with the publication and each other outside of their computer screens, following the acquisition of sales networking organisation, Rev Sales Network, by Espire Media.

Espire Media launched NZ Sales Manager in conjunction with the Rev Sales Network in 2008 to cater to the needs of New Zealand’s sales profession.

“We are very excited about the opportunity this presents for us to connect with our readers beyond the screen,” says General Manager of Espire Media, Alastair Noble. “The synergies between the offerings of the Rev Sales Network and NZ Sales Manager enable us to serve our readers in a much more tangible way. It means we can provide interested sales professionals with a more complete experience encompassing the e-magazine, social media and online discussion groups, and real world networking and events.”

Conceived by Rev Sales Network founder Richard Liew, NZ Sales Manager’s following has grown steadily with its monthly issues being read by thousands of sales and business professionals throughout New Zealand and the world.

From September, NZ Sales Manager subscribers will be able to attend regular “Rev-Up” networking events and hubs, join the NZ Sales Manager group on LinkedIn, and NZ Sales Manager will also take over the promotion of the Rev Sales Networks “Code of Professional Selling” and administration of the Continual Professional Development programme for sales professionals.

While NZ Sales Manager subscribers will have the opportunity to attend the popular networking events and seminars at preferential rates, existing Rev Sales Network members will continue to be able to attend events and watch them online for free for the duration of their membership.

“This is a very exciting development for NZ Sales Manager and we’re looking forward to continuing to provide New Zealand’s sales professionals with the support and encouragement they deserve for their contribution to the business community,” says Liew. ■



  NZSM /  SEPTEMBER 2011 / 18



Enjoy nZ SalES ManagEr? Check out these other great Espire E-Mags

nZ FISHEr

ISSUE 6 March 2011

Enjoy fishing?

If you love fishing you'll love NZ Fisher, the fresh new e-magazine

For a discussion topic, Hub leader, Lisa Clark, posed the question “What is your current conversion rate, and how could you improve this in the next month?

This prompted healthy discussion on some of the common objections to quotes and the group discussed methods of tackling these objections.

A Linked in group called “East Tamaki Sales Professionals Hub” has been established, and anyone interested in joining is most welcome.

These meetings are monthly and the next meeting will be held on Tuesday 27 September 2011. The meeting starts at 7am and goes for approximately 1 hour. There is no charge for the meeting, attendees just need to buy their own breakfast. The venue is the Viz Café, 165 Harris Road, East Tamaki. If you would like to join the hub for a bit of sales fellowship and inspired discussion, please send an email to the hub leader Lisa Clark at lisa.easttamaki@speedysigns.co.nz ■

and stories to see you through to your next fishing outing, you'll land a shiny new issue direct in your

// Working the jigs

email inbox every four weeks!

ww w. nz fis he r.c o.n z www.nzfisher.co.nz 1

www.nzfisher.co.nz

nZ PHoTograPHEr Enjoy photography?

Issue 1

KIWI

Introducing NZ Photographer the fun, free and informative new e-magazine for Kiwi camera owners every four weeks. Whether you’re an enthusiastic weekend snapper, a student of photography, or just want to learn more, NZ Photographer will help you take better photos and make the most of your camera!

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July 8 th 2009

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wenty enthusiastic sales people attended the first NZ Sales Manager East Tamaki Sales Hub last month. As well as this being a networking event the hub meeting is also an opportunity to improve your sales skills.

it's free! Packed full of tips, ideas

Jul 8

NZ Sales Manager East Tamaki Sales Hub

for Kiwi fishing enthusiasts... and

Unlocking the Secrets of Rarotonga//

R A M

T E K

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Whether you need to hire a sales professional, or are in sales and looking for your next move, contact Hamish at Manpower Professional for a free confidential discussion.

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Simply visit www.nzfisher.co.nz to get a copy of NZ Fisher delivered straight to your inbox monthly!

SALES SUPPORT Rewarding New Zealand’s sales warriors!

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very issue, all NZ Sales Manager subscribers* go in the draw to win some fantastic prizes courtesy of our generous NZ Sales Manager supporters. To find out if you’ve won simply check this section in each issue to see if your name has been drawn and then get in touch before the deadline to claim your prize! *Sorry—only NZ residents eligible for prize draw.

Could you be a winner?

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If you’re one of the lucky NZ Sales Manager subscribers listed below, simply fire an email to alastairn@espiremedia.com before 5pm Wednesday 1st August to claim your prize!

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The deal… That’s right, even when we’re giving stuff away there’s fine print! Any-way, please note that to be in the draw to win stuff in the Sales Support section you need to have been a confirmed email subscriber to NZ Sales Manager e-Magazine no less than two working days prior to issue date (‘cos that’s when our prize win-ners are drawn) and be a resident of New Zealand at the time of the draw. To be eligible to claim any prizes including, but not limited to, alcoholic beverages, travel, motor vehicle/boat usage, plastic surgery, sharp things or any other prize that might require you to be over than 18 years old, you must have been over 18 years of age at the time of the draw! Cheers.

NZSM / SEPTEMBER 2011 / 22

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“ Nothing is impossible, the word itself says "I'm possible"!

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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!

24 / SEPTEMBER 2011 / NZSM