JUNE 2012 Issue 61
NZSALES Sales Management Myths Reprogram yourself for sales success Sales role design, personality and job satisfaction Cure boring body language! Learning from objections
NZ’s e-mag for sales leaders 1 / www.nzsalesmanager.co.nz
CONTENTS 6
THIS WEEK'S MUST READ
Sales Management Myths Don’t let them distract you
8
Sales role design, personality & job satisfaction Sales industry research project
10
Reprogram yourself for sales success A DIY strategy
14
BOOK REVIEW What got you here won’t get you there – in sales
15
Quick Fix It’s not what you sell, it’s how you sell.
16
TWO MINUTE TOP-UP Boring Body Language? A 5 step cure
www.nzsalesmanager.co.nz / 2
18
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19
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ABOUT / Short and sharp, New Zealand
FROM THE EDITOR
I
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
n our lead article, Paul
does not explore the myths
ART DIRECTOR / Jodi Olsson
O’Donohue explores
described in Paul’s article, so the
GROUP EDITOR / Trudi Caffell
some of the myths of sales
equation does not work.
CONTENT ENQUIRIES /
management. Many of these are still held true, and as Paul points out, they only serve to distract sales managers from their goals.
Whatever the reason, all are mistakes. If you are employing new sales managers, do them (and yourself) a favour. Don’t
Another myth I hear is that you
leave it to myths and instinct,
can’t teach someone to be a
but ensure they are educated
sales manager. Indeed, many
in the practice of professional
companies do not train their sales
sales management.
manager. Maybe they believe this myth, or maybe because the person can sell it is assumed that as a sales manager, they will simply pass on their ways to everyone else in the team. Maybe they think the combination of sales training + management training = sales management training. Management training
Phone Paul on 04 586 4733 or email pauln@nzsalesmanager.co.nz ADVERTISING ENQUIRIES / Phone Alastair on 09 551 0607 or email alastairn@espiremedia.com ADDRESS / NZ Sales Manager, C/- Espire Media, PO Box 99758, Newmarket, Auckland 1151, NZ WEBSITE / nzsalesmanager.co.nz
Please take a moment to complete the survey for the sales industry research project
ISSN 2230-4762
(see page 8). Your participation will assist in broadening the knowledge base available to sales professionals in New Zealand. Happy Selling Paul
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
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MUST READ
Sales Management Myths Don’t let them distract you By Paul O’Donohue
S
ales management myths get perpetuated and circulated in the sales
world to create problems and foster a sense of insecurity and under-accomplishment in other sales personnel. These myths defy logic and reasoning but still are firmly held as convictions in the majority of the sales forces worldwide. Here are some of the myths about sales management that create more problems than they solve: www.nzsalesmanager.co.nz / 6
1
SALES MANAGEMENT IS ALL ABOUT NUMBERS - This myth implies that sales management means simply having the sales figures meet the targets and projected sales. These target numbers have been reached by keeping track of past performances and using complex formulae which may not have any connection to the current market situation. Sales personnel push towards these figures, and if they do not achieve targets, live with fear and de-motivation. Actually sales management is more about managing sales activities, checking their effectiveness, and pushing for improvements of activities rather than individuals. Sales people have to be encouraged and motivated so that they can work without fear. This positive push will help them achieve more than the target numbers.
MUST READ
MORALE IS BOOSTED WITH HIGHER SALES – Though higher sales will boost morale temporarily, it may not improve the happiness quotient of the sales force. Businesses need to keep their sales force happy and their morale up and higher sales will naturally follow. To first see higher sales and then give rewards to boost morale may be a short term approach. Sales teams must have an encouraging and stimulating work environment and must be well informed about their product to be effective and sell more. THE SALES MANAGER HAS THE ANSWERS WHILE SALESMEN JUST HAVE TO ACT - Sales management is as much about sales as about nurturing the sales force, making them think, learn and understand the sales business with depth, to be able to give it their best. When managers answer questions in front of the client, the salesperson has been deprived of an opportunity to think and develop their skill in the field. Being able to think on your own and come to a result is better learning than having it tossed by a superior. The manager’s job is to train people to sell better, not to ensure high sales themselves. SETTING GOALS IN TERMS OF QUANTITIES TO SELL - when the top management fixes targets for individuals, it is actually setting limits beyond which employees do not need to work. The idea of sales management, on the contrary, is to get the best out of their sales people and help them do better, which will benefit the company in terms of higher sales. THE SALES MANAGER IS THE BEST SALESMAN - Companies give the top sales management posts to their best salesperson thinking the whole team will sell better. The manager actually has to manage their team more than the sales figures. He has to train the team to sell better and not sell themselves, and help them forge relations with customers. SALES MANAGEMENT IS BASED ON COMMON SENSE - This is not in the least true since sales management requires multiple skills which involve quick thinking and analysis, managing people, multitasking, and many other qualities. Sales management myths should be considered and then basically ignored, they will only serve to distract you from your goals. ■
Sales management myths get perpetuated and circulated in the sales world to create problems and foster a sense of insecurity and underaccomplishment in other sales personnel. These myths defy logic and reasoning but still are firmly held as convictions in the majority of the sales forces worldwide.
Paul O’Donohue works with business owners and sales managers to provide sales intelligence, support, people and tools to dramatically increase sales revenue and win market share. To find out more visit www.salesstar.com
7 / www.nzsalesmanager.co.nz
Sales role design, personality and job satisfaction Is there a link? You are invited to contribute to this sales industry research project. Your participation will assist in broadening the knowledge base available to sales professionals in New Zealand.
What role characteristics can make work exciting and/or engaging for salespeople? How does alignment between role characteristics and salespeople’s personality influence job satisfaction? The University of Waikato’s Chris Liddell is seeking to help answer these questions in his Masters Thesis research. Salespeople lay the financial foundation on which organisations base operations, they are a critical factor in successful organisational function. Chris’s research recognises the importance of job satisfaction to the performance of individuals and teams working in sales environments, as well www.nzsalesmanager.co.nz / 8
as its links to the health and
will also examine personality
wellbeing of salespeople. In his
factors in order to provide clarity
research Chris has identified
around the interaction between
five role characteristics that
salespeople’s personality and the
potentially enhance salespeople’s
characteristics of their jobs.
job satisfaction: skill variety, task identity, task significance, autonomy and feedback.
Chris is collecting and analysing survey data to investigate the links between role characteristics,
Skill variety refers to the degree
personality characteristics and
to which a job requires someone
job satisfaction. The survey report
to perform a wide range of tasks;
(which will be summarised in NZ
a role with high levels of skill
Sales Manager) will show which role
variety requires an individual to
characteristics are of a particular
utilise many different skills in
importance in sales environments,
order to get the job done. Task
as well as how personality
Identity is the extent to which
interacts with role characteristics in
employees do an entire piece
determining salespeople’s levels of
of work and can identify with
job satisfaction.
the results of their efforts. Task Significance refers to the degree to which a job is perceived to have a substantial impact on the lives or work of other people.
This will give you an indication of how your sales roles’ can be designed to enhance the functioning and wellbeing of your sales force, as well as
Autonomy concerns the degree
provide information useful in
to which individuals have a say in
identifying the types of roles in
scheduling their work and have
which particular people are more
freedom to do what they want on
likely to thrive.
the job. Feedback concerns the degree to which employees receive information about how well they are performing on the job.
PLEASE TAKE A MOMENT TO COMPLETE THE SURVEY ONLINE NOW AT:
While these role characteristics potentially enhance job satisfaction, the type of person performing the role is an important consideration. Research suggests that some people function markedly better than others when high levels of the aforementioned characteristics are present in their work. To take
http://waikatopsych.eu.qualtrics.com/ SE/?SID=SV_9XZ6ikR9aAtGyyM It takes under 15 minutes to complete. Instructions and further information are online. Your participation will assist in broadening the knowledge base available to sales professionals in New Zealand. If you have any questions about this research feel free to contact Chris, email: cjl18@waikato.ac.nz
this into account Chris’s study
9 / www.nzsalesmanager.co.nz
Reprogram yourself for sales success A DIY strategy By Elena Kostyugova
S
tarting a career in sales is
It’s obvious that to grow your
with, but it simply is part of sales.
an exciting moment filled
sales you need to grow your
Many salespeople fail because the
with hopes, opportunities
exposure, and that means facing
fear cripples them from moving
and, inevitably, fears. Being
your fears and possible rejection.
forward in their career. Your fear
a salesperson means putting
Fear of rejection is the number
of rejection can be the biggest
yourself out there and promoting
one fear among salespeople.
obstacle to your success in sales.
your product or service.
And fair enough, rejection is
To some people this seems to come naturally, but to a lot of new salespeople, selling yourself can feel a little daunting.
emotionally painful. We are social beings and we have a need to be liked and accepted by our peers. Rejection is tough to deal
Being an introvert by nature, I dreaded the thought of having to promote myself and my business. Deep down somewhere I had an automatic program that was installed ‘god knows when’ and was triggered every time I thought about having to put myself out there and sell. A
www.nzsalesmanager.co.nz / 10
It’s obvious that to grow your sales you need to grow your exposure, and that means facing your fears and possible rejection. Fear of rejection is the number one fear among salespeople. And fair enough, rejection is emotionally painful. We are social beings and we have a need to be liked and accepted by our peers
simple act of picking up a phone
didn’t have a fear of rejection on
and they have no idea where it
to call a prospect, meeting
some level in some area of their
is coming from. This program
new people and talking about
life. Most people do not know
might’ve been useful in the past,
my business felt as dreadful as
where it comes from. Usually,
but now that they are much older,
going to the dentist. I had no
when I help my clients overcome
it’s being a nuisance.
idea where my paralysing fear
fear of rejection, we find that the
was coming from, but I knew my
root of the problem goes way
business was suffering and I felt
back into the past, when they
frustrated and stuck.
were very young.
If you want to deal with your fear once and for all, I would recommend finding an NLP coach who can take you through an
Luckily, being an NLP Master
The most common scenario is
emotional healing process, and
Practitioner, I had all the tools to
something painful happened
help you clear the root cause of
deal with my fear, and it was time
to them way back in the past,
that emotion from your past.
for me to ‘eat my own cooking’. I
and their clever subconscious
identified the thoughts that were
mind installed a ‘fight or flight’
revolutionary field of study that explains how
triggering the old program of
program in response to this event
your mind works and how you can change your
fear, and I changed them.
as a protection mechanism. Now,
developed in 1970’s on the basis of observing
every time a similar situation
how the most successful people in the world
happens it triggers that response
the study of the brain and the study of success.
1
I’ve seen a lot of clients since, and I’ve never met a person who
1 NLP (Neuro Linguistic Programming) is a
thoughts and achieve your full potential. It was
achieve great results. NLP is often referred to as
11 / www.nzsalesmanager.co.nz
If you want to have a DIY strategy available to help you deal with the
1
fear as it comes up, here are two simple steps you can take: Identify the thoughts that trigger your fear, and challenge them. When the fear comes up observe
2
yourself, notice what you say to
These statements are neither
me, I can ask him when would be
yourself and what pictures you
right nor wrong, they are just
a good time to call him back.”
make in your head just before it
some of the ideas you came
comes up. You will notice that
• “I don’t really know whether
up with, and they are probably
they will or won’t buy my service.
the least useful ones in terms
images cause your tummy to sink.
If I do not ask, then they definitely
of helping you feel good and
won’t. If I ask, I might get a yes. I
For example, you are about to
confident. Don’t accept these
guess it’s worth checking.”
make a phone call and you are
ideas as true. Challenge them!
noticing that you say to yourself
Talk back to them and find ideas
one of these:
that feel better.
• “They are not going to like me.”
For example:
worst position to be in.”
• “He is so busy, he might not
• “They might like me or they
Have fun playing with these.
want to talk to me.”
might not, but if I don’t call them,
Remember the only limits to your
then I’m not giving any chance to
sales success are the ones you
like me.”
impose on yourself.
• “If he is busy and cannot talk to
Be successful! ■
certain thoughts and certain
• “They will probably never buy my service” • “What if they say NO?”
• “I don’t like to hear ‘no’. But ‘no’ is the second best answer, because not knowing where I stand is the
Elena Kostyugova is a mindset expert, specialising in confidence, motivation and personal and interpersonal communication. To find out more visit www.successinmind.co.nz
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BOOK REVIEW
What got you here won’t get you there – in sales
I
Authors: Marshall Goldsmith Publisher: McGraw-Hill Price: $17.89 from amazon.com n What Got You Here Won’t
that damage relationships.
ones. Once you have identified
Get You There in Sales,
The authors provide simple-to-
your mistakes, the book provides
Marshall Goldsmith teams
use tools for maintaining and
you with good relationship-
up with two leaders in the field of
leveraging quality personal
building behaviours, such as
behavioural science—Don Brown
connections by doing something
recruiting stakeholders, looking
and Bill Hawkins—to identify the
much easier than learning new
into the future, and engaging in a
16 most common sales habits
behaviours: simply stopping bad
follow-up process. ■
www.nzsalesmanager.co.nz / 14
QUICK FIX
QUICK FIX
It’s not what you sell, it’s how you sell.
Learning from objections
D
o you know the most common objections you hear? If you are listening
well, and customer focussed, you should be able to recite them now. Chances are there will only be three or four. Know it or not, you will have an answer or response that you will usually give to each objection. Consider also what the responses are. Now, give detailed attention to both what is causing the objection, and how you can improve your response. Improvement will come from using better questions, not better answers. You will reduce the number of objections, and when they do arise, you will resolve them sooner. Objections give you the opportunity to learn and improve. Take it. ■
15 / www.nzsalesmanager.co.nz
2 Minute top-up
Boring Body Language? A 5 step cure By Olivia Mitchell
C
ould your body language be more expressive? Do you inhibit your natural
body language when you’re public speaking because of your selfconsciousness? Or maybe you have been told (by a well-meaning but misguided person) that you wave your arms around too much? As a result you’ve shut down your natural gestures and become stiff and boring. The secret to curing boring body language in public speaking is to replicate the state you’re in when you’re in an animated one-on-one conversation. When you’re in that state your gestures unconsciously complement what you are saying and give your message energy and persuasive power and feel more confident. And there is even evidence that natural gesturing makes you more fluent.
www.nzsalesmanager.co.nz / 16
2 Minute top-up
HERE IS WHAT TO DO TO DEVELOP NATURAL, EXPRESSIVE BODY LANGUAGE WHEN YOU ARE SPEAKING: 1. EMPTY YOUR HANDS Put down anything you are holding, whether it be a pen, the remote or your notes (once you are gesturing naturally you can hold your notes or the remote, but for the moment they just make the task of freeing up your gestures more difficult). 2. KEEP YOUR HANDS FREE Holding your hands together, putting them in your pockets, or hanging onto the lectern will stop you gesturing. So where should you put your hands? For the moment just let them hang loosely at your sides (this is a default position – this is not where your hands will stay). I know that this feels awkward. You probably feel a bit like a gorilla! But have a look at the photo to the right… do most of these global leaders look like gorillas? No. The only one who looks awkward is the one who doesn’t have his arms hanging loosely at his sides! Your hands will probably creep together without you noticing.
When that happens, immediately separate them again. OK. We have got rid of the barriers to expressive body language. Now what? 3. TALK TO ONE PERSON AT A TIME When you are in a one-on-one animated conversation, your hands naturally gesture. So kick-start your hands into gesturing by replicating that animated state. Do this by looking at one person and feeling in that moment that you are just talking to them – and to no-one else. At the end of a phrase or short sentence, talk to someone else in the audience. But always be talking to someone. 4. MOVE YOUR FEET To enlarge your body language, move your feet. You could for example, move towards the person you are talking to. The larger body movement will free up your body and will encourage you to make larger gestures.
5. VARY YOUR GESTURES Once you have opened up your body language, check that you are not making repetitive gestures. Either ask someone to give you feedback, or video yourself. In my early public speaking days, I watched back a video and saw that my most common gesture was moving my right arm from the elbow outwards – like I was constantly opening and closing a door. Once I was aware of it, I caught myself doing it and was able to change what I was doing. Remove distracting and repetitive gestures but don’t try and choreograph what you are saying with specific gestures. It will look forced and unnatural.
Follow these five steps and you will develop natural body language that will add energy, engagement and persuasive power to your presentations. ■
Based in Wellington, Olivia Mitchell is an internationally-renowned presentation blogger at Speaking about Presenting. Olivia provides presentation training in New Zealand through Effective Speaking.
17 / www.nzsalesmanager.co.nz
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nZ FISHEr
ISSUE 6 March 2011
Enjoy fishing?
networking group sales professionals in Auckland’s CBD. Our aim is to
provide professional development through
If you love fishing you'll love NZ
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Fisher, the fresh new e-magazine
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TOPICS FOR DISCUSSION ARE: o Social Media – Another great channel for helping salespeople connect o Time Management
nZ PHoTograPHEr Enjoy photography?
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Our aim is to provide professional development through collaborative learning, peer networking and best practice techniques.
CALENDAR DATE
NAME
PLACE
COMPANY
LINK
Tuesday 12 June
Negotiating Skills
Auckland
Scotwork
www.scotwork.co.nz
Thursday 14 June to
Key Account
Wellington
NZIM Central
Friday 15 June
Management
http://www.nzimcentral.co.nz/ training/course.a4d?gCode=133
Monday 18 June to
Sales Management
Auckland
David Forman
http://www.davidforman.co.nz/ Our-Programmes/Sales/SalesManagement.aspx
Monday 18 -
FranklinCovey:
Wellington
David Forman
Wednesday 20 June
The 7 Habits of Highly
http://www.davidforman.co.nz/Our Programmes/Personal-Effectiveness/ Franklin-Covey-7-Habits-of-Highlyeffective-people.aspx
Auckland
Zealmark
http://www.zealmarkgroup.co.nz/
Group Ltd
profile_Business_to_Business.php
Thursday 21 June
Effective People Wednesday 20 June
Business to Business Sales Accelerator
Wednesday 20 June
Essential Sales
to Thursday 21 June
Fundamentals
Thursday 21 June
Sales Management Forum
Auckland
NZIM Northern http://www.nzimnorthern.co.nz/wa .asp?idWebPage=16885&idDetails =118
Auckland
SalesStar.com
https://secure.zeald.com/ starbusiness/Services/Sales%20 Management%20Forum?mv_pc=575
Auckland
Top Achievers
www.topachieverssalestraining.co.nz
- How To Lead Your Team To Win ‌ Consistently Thursday 21 June
Sales Training Seminar
Sales Training Thursday 21 June
Sales Force Launch
Auckland
Zealmark Group Ltd
Tuesday 26 June -
Advanced
Wednesday 27 June
Negotiation Skills
Tuesday 26 June
Sales Training Seminar
http://www.zealmarkgroup.co.nz/ profile_Foundations_of_sales_ Success.php
Wellington
NZIM Central
http://www.nzimcentral.co.nz/ training/course.a4d?gCode=331
Wellington
Top Achievers
www.topachieverssalestraining.co.nz
Sales Training Thursday 5 July -
Sales Management
Wellington
NZIM Central
http://www.nzimcentral.co.nz/ training/course.a4d?gCode=259
Consultative Selling
Auckland
SalesStar.com
https://secure.zeald.com/ starbusiness/Services/ Consultative%20Selling?mv_pc=622
Friday 6 July Tuesday 10 July Wednesday 11 July
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‘Nothing can stop the man with the
right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude.’ - Thomas Jefferson
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