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NOVEMBER 2012 Issue 66

Closing the sale! Three ways to build rapport! What’s your BATNA? NZ’s e-mag for sales leaders


THIS WEEK'S MUST READ 50 Shades of Sales Powerful sales questions


Closing the Sale A Realistic Perspective


TWO MINUTE TOP-UP Three ways to build rapport Quickly and effectively


Resource corner Scientific Selling Creating High Performance Sales Teams Through Applied Psychology & Testing


What’s New Notice Board


Quick Fix it’s not what you sell, it’s how you sell. What’s your BATNA? / 2





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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 forwardthinking sales managers, business owners and sales professionals.

EDITOR / Paul Newsom

While the title of our lead article

everything else! Onto the article

this month might have got your

itself, Sean McDonald gives us a

attention, I wonder if ‘50 shades of’

set of sales questions, together

will be the business theme of 2013.

with the context or strategy

I haven’t read the books but it seems to me there is some smart marketing behind the phenomenon. I know of companies theming their conference with ‘50 shades of xyz company’ and exploring how marketing can be used to differentiate your product from

behind asking it. Valuable stuff for any sales person.

ART DIRECTOR / Jodi Olsson GRAPHIC DESIGNER / Sevim Dogru GROUP EDITOR / Trudi Caffell CONTENT ENQUIRIES / Phone Paul on 04 586 4733 or email ADVERTISING ENQUIRIES /

If you want to take this a step further, consider what answers you might get when you listen, and how you will respond to the answer. Then you will be having valuable conversations.

the competition in a very crowded marketplace. 2013 could be the

Happy Selling

year of 50 shades of this, that and


Phone Richard on 09 522 7257 or email ADDRESS / NZ Sales Manager, C/- Espire Media, PO Box 99758, Newmarket, Auckland 1151, NZ WEBSITE /

ISSN 2230-4762

NZ Sales Manager would like to acknowledge the support of our major partners / 4

t n e



PHOne 09 524 0999


We make it easy to groW your sales


Powerful Sales Questions By Sean McDonald


K then, now that I have your attention… It’s

too often. Over the years, I have gathered together a

a bit like clicking on one of those naughty

list of the 50 (actually only 35, but that number didn’t

internet links isn’t it? Total disappointment

fit the title) most powerful questions sales people

when you get there.


should ask when they are engaged with their prospects and clients. These questions will automatically lead your prospect or client through the buying process. I have italicized and coloured the magic words in each

Sales people usually do all the talking and seldom ask

question with an explanation of the strategy behind

enough questions. It is a common complaint I hear all

each one. / 6


1. What is your main objective? When you

6. What is your strategy for the future? Questions

understand what our customer is trying to

5 and 6 together, give you an outline of the

achieve, you can align your proposal with

customer’s current trajectory. These questions

their intent.

tend to accelerate the decision-making process.

2. How do you plan to achieve that goal? You may already fit into their plan and not even know it. If you are part of their plan, your prospect will close themselves. 3. What is the biggest problem you currently face? If you can help them solve their biggest problem, you will be a big hero. 4. What other problems are you experiencing? You may not be able to solve their biggest problem, so what other problems do they have that you can solve. 5. What are you doing currently to deal with this?

7. What other ideas do you have? This fills in the blanks and lets you uncover their other thoughts with which you can align. 8. What role do others play in creating this situation? Anyone who is contributing to the problem is a potential adversary. Find out who they are. 9. Who else is affected? Anyone who is affected by the problem is a potential ally. 10. What are you using now? 11. What do you like most about it?

12. WHAT DO YOU LIKE LEAST ABOUT IT?  lways use the last two questions together. Question 10 tells you A what they are buying, from whom and for how much, revealing both the need and the budget. Question 11 gives you their critical buying criteria. Your company and product/service must be equivalent in these areas even to be considered. This also tells you the thought process they went through last time they made a purchase. Question 12 tells you where the competitor is vulnerable. If you can offer them everything they like most and fix the things they like least, they now have a justification to change.

12. What do you like least about it?  13. If you could have things any way around you wanted, what would you change? People are naturally resistant to change. “Better the devil you know than one you don’t”. This question

inoculates the issue of change. It also allows them to dream and explore possibilities. You can probably do half the things they wish for. 14. What effect would this have on your current situation? This brings their dream to reality.

7 /


15. What would motivate you to change? This question creates the rationale they will use to justify the change, reducing their resistance later. 16. Do you have a preference? If they do, you need to know what it is and what it is based on. 17. What has been your experience? If they have had

their information from. Be very careful with your tone, you do not want to sound accusatory. 20. How much would it be worth to you if we could solve your problem? 21. What would it cost, ultimately, if things remained as they are today? 

an unfavorable experience with your competitor,

22. Are you working within a budget? If so, they

you may be able to exploit it. If they have had an

should reveal it here. If not, you have the

unfavorable experience with you company, you

information to create one. A budget is one of

had better fix it, and quick.

the best indicators of commitment.

18. Is there anything else you would like to

23. What type of financial plan do you have in

know? This question encourages them to

mind for your purchase? Where is the money

brainstorm additional options and reveal

coming from?

other opportunities. 19. How do you know? Sometimes, they really don’t know. You really want to know where they got

24. What alternatives have you considered?  Don’t be naive. They will be talking to the opposition. It is perfectly fine to ask your prospect who the


These two questions set up the cost justification for the investment you’ll be asking them to make. Question 20 tells you the most they would be willing to pay and question 21 tells you the least they would be prepared to pay. If they didn’t have a budget before, they have a budget range now. Always ask both questions, because some people are motivated toward some positive outcome or reward, whereas, others are motivated away from some consequences or penalty. / 8


competition is. From this, you will know how best

you have found the decision maker, keep asking

to present the strengths of your offering.

the question.

25. What benefit would you personally realise as

31. On a scale of one to ten, how confident do you

a result? People often do things for their own

feel about doing business with us? What would it

reasons, no matter how good your reasons

take to get that up to ten? This two part question

might be.

will tell you exactly what incremental evidence

26. How would others benefit? The answer to this question creates a justification for what may ultimately be a self made decision. 27. How can I help? Easily the most powerful sales close in the book. 28. Is there anything I have overlooked? This gives you a chance to tie up loose ends that might tangle and trip you later on down the line. 29. Are there any questions you would like to ask? Encourage your prospect to get all their questions answered here and now. 30. Who else, along with yourself, will be involved

they need and what form of proof they will require. If they say, “8” then say, “What would it take to get to a “9”. If they say 10, then ask for the order. 32. Are you working to a particular deadline? 33. When When were you thinking of taking delivery? These two questions are both ‘time based’. Remember, if they are not motivated by some time frame, they probably will not buy, at least not for a while. 34. When should we get together to discuss this again? You usually will not be able to close the sale on the first attempt. Let your prospect

in making the decision? Be very careful to

define the time frame for your next meeting or

say, “along with yourself” as this keeps the

telephone call.

importance on them and does not take away

35. Is there anything else you would like me take

their assumed power. Even if you are meeting

care of? We often leave far too much money

with the janitor, always assume they will be

on the table, because we do not ask this

behind the scenes influencing. Even if you think

simple question.

So there you have it, 35 great sales questions to help you along your way. Remember, selling is less about talking than it is totally about listening. An old sales mentor of mine use to say to us at Xerox,  “Ask your question, then shut up, you may be pleasantly surprised at what you hear”.

Sean McDonald helps small and mid-sized businesses fill in the gaps in their sales and marketing operations so they can start growing ... fast. To find out more visit

9 /

Closing the Sale! A Realistic Perspective... By Dave Kahle


here is not a salesperson

sale” as an initiation into the

The sales training literature is

in existence who hasn’t

profession. If you’re going to be

awash with advice. Some of it

repeatedly heard of the

need to “close the sale.” Every new sales manager must view

a sales manager, you, therefore, must improve everyone’s ability

tedious and trivial: “If he says this, you say that.” Other advice is grandiose: “35 new sure-fire

the process of encouraging his/

to “close.” Doesn’t it come with

closing techniques.” Still other

her sales force to “close the

the job?

is harmful. / 10

“Overcome that objection,” as

result of verbal gymnastics on my

white. Clearly there is a lot of grey

if selling in the B2B world was

part. It’s not my clever refrains,

area in the process. But, from my

a contest between you and the

my slick tactics, my memorized

perspective, the grey area tipping

customer, with one of you winning

“objection over-comers” nor my

point was most often the personal

(overcoming) and the other losing

manipulative perseverance that

factors of rapport, relationship

(being overcome). That’s an

has brought me business. Instead,

and trust, and almost never the

attitude that won’t get you far.

it was the suitability of my offer

tactical manipulations of the

to the needs/desires/values of

salespeople involved.

All of this advice shares one common element. It’s incredibly

the customer.

I learned early-on in my sales

overdone. There is no one aspect

On those occasions where my

career that it was far more

of sales (at least in the B2B world)

offer precisely met the customer’s

important and profitable to

that undeservedly receives more

combination of desires, values and

“open” the sale precisely than it

disproportionate time and talk

preferences, I got the business.

was to close strongly. If I spend

than the subject of “closing

Where my offer was off, and some

a lot of time, energy and mental

the sale.”

competitor’s offer was a closer

acuity on learning the precise

match, I didn’t get the business.

dimensions of the customer’s

Not that there is no need to “close.” Every project must come

I don’t mean to imply that every

to a conclusion, every offer be

sales opportunity is that black and

resolved one way or the other. It’s just that, in my experience, closing has never been the

needs, and if I crafted an offer that matched those precisely, there was very little need for concern about closing. So, for example, when you

There is no one aspect of sales (at least in the B2B world) that undeservedly receives more disproportionate time and talk than the subject of “closing the sale.” 11 /

are seeing a prospect for the

I am, however, reflecting

Notice that in each of these

first time, the ideal next step is

thoughtfully on my 30-plus years

occasions, the definition of the

to get a commitment from the

of selling all kinds of things, and

“next step” is a commitment

prospect for a second meeting.

my 18-plus years of training and

on the part of the prospect or

Without that, you have no hope

developing sales people. I believe

customer to do something that

of getting the ultimate purchase

that most thoughtful salespeople

moves the project forward.

order. To walk away from the

will line up on my side of the issue.

Acquiring that commitment, in

sales call without resolving “what happens next” is to leave the sales call incomplete and relatively worthless.

All that said, there are some principles and simple rules that can give us direction on this issue. Let’s start with our language.

each and every sales interaction, is one of the habits of the most successful salespeople. It’s what I term “resolving the next step.”

The ideal next step for a

Instead of “closing the sale,” let’s

If the goal is to successfully

meeting when you are collecting

first call it “resolving the next

arrive at the ultimate resolution,

information about the customer’s

step.” Not only should the project

the perceptive salesperson

needs is the customer’s

in general have a resolution, but

understands that the means to

commitment to view the

also every sales interaction (a

that is a step-by-step process.

presentation of your solution.

conversation with a prospect or

Every sales call is an investment

The ideal next step following a

customer), should have, as its

of time and energy on the part of

sales call in which you present

goal, the identification of a next

the customer.

your solution is for the customer

step in the sales process and the

to identify the next step in

natural and logical commitment to

his/her buying process, and

that step.

commit to that.

On and on we go. Every sales call

so entertaining that the customer

I realize that I am tramping all over

should end in some resolution of

looks at his/her time invested with

the hallowed ground of a vast

the next step in the process, even

you as a substitute for the movies

number of sales managers, sales

if the resolution is “no next step

this weekend, he/she probably

trainers and sales consultants.

with you.”

doesn’t want to squander his time

And every investment of time and energy should result in some kind of an action step. Unless you are

Every sales call should end in some resolution of the next step in the process, even if the resolution is “no next step with you.” / 12

with you. He probably wants to

Here’s an example. You are

resolve the next step. The reason

accomplish something as a result

offering a one year contract on

he didn’t offer a positive solution

of his investment of time with you.

a product which the customer

to your original offer has more to

The something will take the shape

uses every month. The customer

do with you missing something in

of a “next step” in his process.

indicates that he’s not ready to

the customer, than it did with your

sign that. Instead of confronting

lack of verbal dexterity.

So, the thoughtful and effective

the issue, you resolve it. You offer

salesperson recognizes that,

Plan B, an alternate next step.

Let’s summarise:

You suggest, instead, that the

1. Forget “closing the sale.”

and merely asks the customer to identify the next step. When he does, it’s nailed down with a deadline. The project moves forward, the sales process continues, and you know exactly where you and the customer stand. All of that brings us to one the most powerful “resolution” strategies. I call it “Alternate next steps.” The definition is this: An alternate next step is an offer made to the customer following

customer buy two months worth

Instead think, “resolving the

of the product to see how it works

next step.”

out, and then you and he will get together to assess the benefits

2. Remember that effective

of continuing. Instead of a 12

“opening” is the best single

month contract, your offer is a two

tactic for closing.

month trial.

3. Create a habit of always

Does that offer represent less

asking for action as a way

risk to the customer? Of course.

to resolve every sales

If the customer agrees to that


step, are you still in the game? Is the project still going forward? Yes to both.

the stated or implied rejection of

4. Develop the habit of offering “alternate next steps.

a previous offer. It always involves

You see, the reason the customer

If you can execute these four

a smaller risk on the part of the

didn’t say yes to your original

things with ever-growing

customer, like Plan B.

offer has to do with his concerns –

excellence, you’ll enjoy your

perhaps issues that have nothing

customers respect, you’ll maintain

If the customer agrees to the

to do with you or your product.

positive relationships and become

alternate offer, it always keeps

By offering an alternate next step,

far more important to them, and,

you in the game and the project

you reduce his risk, and provide

you’ll far outsell the manipulative

moving forward.

a mutually acceptable way to

“closers” surrounding you.

Dave Kahle has trained tens of thousands of B2B salespeople and sales managers to be more effective in the 21st Century economy. He’s authored nine books, and presented in 47 states and seven countries.  Visit his website or sign up for weekly newsletter.

13 /

2 Minute top-up

Three ways to build rapport Quickly & effectively By Elena Kostyugova

Consistent success in sales is dependent on many factors. One of them is very subtle and often overlooked. If mastered well, it can open many doors and take down the barriers.


ost salespeople know that creating

them feel more comfortable. Of course coffees,

a feeling of trust and understanding

lunches and golf take time and that time is not

between them and their client is

the key to success in sales. That’s why many

always available.

salespeople take their clients out for coffees,

However the comfortable feeling that clients get

lunches, drinks and rounds of golf. By spending

is really important, because often that’s what holds

time with the client the salesperson is helping

the sale together. / 14

2 Minute top-up

If you want to be consistently successful in your sales, selling only to people who you have natural rapport with is very limiting.


A sales meeting without rapport can be hard work,

ways of building quick invisible rapport within the

where a salesperson feels frustrated because the

first few minutes of talking to a person, whether you are seeing them in person or talking to them over the phone. Rapport is the feeling of trust you get when you

client is resisting or objecting, leaving a client feeling uncomfortable and put off. Rapport allows the communication to flow easily

talk to your friend when it feels like the two of you

and help the client get a feeling that they can trust

are on the same wavelength.

the salesperson. 15 /

2 Minute top-up

Often salespeople find that it’s easier to sell

To build rapport one person needs to match

to some people than others. This is because

enough of another person’s behaviour so that they

with some people rapport happens naturally,

start to feel relaxed and comfortable. The real key

and others require a little bit of effort and

to building rapport is to match the behaviour so

conscious participation.

elegantly that it doesn’t distract the other person.

If you want to be consistently successful in

A common mistake most salespeople make when

your sales, selling only to people who you have

they learn rapport is they do it ‘too much’. Their

natural rapport with is very limiting. If you do not

eagerness to help others feel relaxed around them

know how to create rapport with all your clients

backfires and they end up making people feel

quickly and effectively, you are potentially losing

uncomfortable because they mimic their behaviour

thousands of dollars in revenue.

too much.

A common mistake most salespeople make when they learn rapport is they do it ‘too much’. Their eagerness to help others feel relaxed around them backfires and they end up making people feel uncomfortable because they mimic their behaviour too much.

The aim here is to match the

your prospects off while you are

it. So this is not ‘yet another’

other person’s behaviour

getting a handle on this.

skill or technique that you need

enough so that you look and sound similar to them on the subconscious level. Do it subtly

Once you learn the basics of rapport you will find that it’s

to learn. All you need to do is notice what you do when you do it well and practice doing it in

enough so that it looks and feels

easy and fun. You’ve actually

situations where you need it, for

natural. The best way to practice

been doing it all your life. It’s

example when you are meeting a

is either in front of the TV or

just when you normally do it,

new client, the one you have no

with a friend, so you don’t put

you don’t know you are doing

rapport with yet. / 16

2 Minute top-up

Salespeople who enjoy repeat

doesn’t always have to

position is usually when you

business and lots of referrals

mean that you agree with

take a breath or when it’s

are masters at building rapport.

everything a person says.

your turn to speak. If you

Using three main sensory

Nodding simply shows

are a woman talking to a

systems, Visual, Auditory and

the other person that you

man who is sitting with legs

Kinaesthetic, you can create

understand them.

deep subconscious rapport with

to match the exact body

posture and gestures. Do it

posture, you can build

selectively and subtly and

rapport by having your legs

Nod when you listen

have a few seconds delay.

together in straight lines

to a person. Nodding

The best time to adjust your

and leaning back in the


the chair, you do not have

Match and mirror their

anyone within minutes:

wide open leaning back in

Match your voice to sound similar to the other person’s voice by adjusting the speed, tone, volume and rhythm of your voice. rapport with a person over

man talking to a woman who

the phone. Adjusting even

has her legs crossed in an

one thing like speed can

eagle pose, you can simply

of breathing with the pace

create a very strong rapport.

cross your ankles and that

and depth of breathing of

If you are a male and you

would be enough.

a person you are speaking

are speaking to a woman

to - This is the most subtle

whose tone of voice is much

and the most powerful way

Match your voice to sound

higher than yours, you don’t

to create rapport. It may

similar to the other person’s

need to change your voice

take a little practice and you

voice by adjusting the

to sound like a woman, but

will notice that it’s easier

speed, tone, volume and

you may want to focus on

to do with people whose

rhythm of your voice - This is

matching the speed and the

breathing is similar to yours.

the only way you can create

volume of her voice.

The best way to practice is



chair slightly. If you are a

Match your pace and depth

17 /

2 Minute top-up

to observe and match the

confident and smooth you got

it’s the prospect who follows).

TV presenter’s breathing on

until eventually it became totally

In NLP it’s called Pacing and

the evening news. Or you

automatic. Now you can drive

Leading. You can lead, but first

can start by matching your

your car without thinking. Exactly

you need to pace enough of the

friend’s breathing next time

the same will happen with these

other person’s behaviour so they

you are catching up with

skills. I recommend you choose

follow you.

them for coffee.

to focus on one, for example

Of course, this immediately

Visual, for the first week. Once

raises an ethical issue. Rapport

you have got that nailed, add the

is really powerful. A salesperson

Auditory. And once you have the

who is really good at creating

Visual and the Auditory working

rapport can lead a client to buy

add on the Kinaesthetic.

almost anything from them.

saying. It’s very much like the first

Creating rapport takes only a

Like many great things in life

time you tried to learn to drive a

few minutes. Once you and your

this skill can be used either to

car. It required a huge conscious

client are in rapport, the two of

help people or to abuse them. It

effort and felt awkward. The

you are like magnets. When one

comes down to the intention of

more you practiced, the more

pulls, the other follows (ideally,

the person using it.

First when you do it, it will feel clumsy and as if you are trying hard to remember what you need to do while also trying to listen to what the other person is

Elena Kostyugova has written over 100 articles on how to achieve greater success in life and in business. Elena’s passion is to help people reach their maximum potential and be the best they can be, always. To find out more visit

  Generating consistent and qualified appointments can be a mundane and time consuming process... Let the experienced professionals at Ibex Marketing set them for you so you can spend more time meeting with prospects and helping them solve their problems!

Contact our Director Murray Beer on 021 279 2783 today to discuss your marketing ideas for 2012! / 18

“We make the call… you make the sale” Click to read our blog on lead generation! Click to view Ibex client testimonials!

Resource CorneR

Scientific Selling Creating High Performance Sales Teams Through Applied Psychology & Testing

Authors: Nancy Martini & Geoffrey James Publisher: John Wiley & Sons Price: $30.43


ales managers have the most difficult job in the business world. They are responsible not just for revenue, but also for the

hiring, coaching, training, and deployment of the employees who must generate it. Before the advancements that inspired Scientific Selling, sales managers had few tools to help them succeed at these disparate yet essential tasks.

Today, however, the scientific

Scientific Selling describes

consultative selling more quickly

approaches described in this

how to: predictably improve

and much more. Scientific Selling

book allow sales managers to

sales results, attract and retain

features over a dozen case studies

more effectively measure, refine,

top sales performers, sharply

illustrating exactly how scientific

and improve every aspect of the

decrease employee turnover,

measurement and testing have

sales environment. Using easily-

spend sales training dollars

improved sales performance

understood examples, graphics,

more wisely, better target sales

within different kinds of sales

charts, and explanations,

coaching efforts, move into

groups inside multiple industries. 19 /

What’s New Notice Board

Give your online feedback on sales qualifications


he NZQA Targeted Review of Qualifications (TRoQ) in retail and sales is now underway. You are invited to provide feedback on retail and sales qualifications through two online surveys. Your input is valuable and will help to ensure retail and sales qualifications

are fit for industry needs. CLICK BELOW TO ACCESS THE SURVEYS Retail qualifications: < track/click?u=bf76f12a1f2d885c56c220f7d&id=735557031a&e=2450862fff> Sales qualifications:< track/click?u=bf76f12a1f2d885c56c220f7d&id=ea171800a5&e=2450862fff> Thank you in advance for your feedback. For more information on TRoQ Click Here < &e=2450862fff> / 20



it’s not what you sell, it’s how you sell.


f you are negotiating and can’t reach agreement, what are you going to do? Sooner or later, both parties will need a conclusion.

What’s your BATNA?

Before entering a negotiation, take time to prepare your best alternative to a negotiated agreement (BATNA). This is what you will propose as an alternative if mutual agreement can not be reached on the initial proposal. Your BATNA must be a viable alternative for you, and if you have done your homework, you will have a good idea that it will be viable for the other party. Your BATNA is not your ‘walk away price’. You will need that too before entering a commercial negotiation.

     

21 /

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‘How you think when you lose

determines how long it will be until you win.’ -Gilbert K. Chesterton

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NZ Sales Manager Issue 66  

Short and sharp, NZ Sales Manager is New Zealand’s e-Magazine for sales professionals and is read by thousands of high performing business p...

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