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?
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ABOUT / Short and sharp, New Zealand
FROM THE EDITOR
Sales Manager is a free e-magazine delivering thought provoking and enlightening articles, and industry news and information to forwardthinking sales managers, business owners and sales professionals.
EDITOR / Paul Newsom
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 email@example.com 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
year of 50 shades of this, that and
Phone Richard on 09 522 7257 or email firstname.lastname@example.org ADDRESS / NZ Sales Manager, C/- Espire Media, PO Box 99758, Newmarket, Auckland 1151, NZ WEBSITE / nzsalesmanager.co.nz
NZ Sales Manager would like to acknowledge the support of our major partners
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t n e
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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.
ASKING GOOD SALES QUESTIONS IS AN ART FORM
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
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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
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 / www.nzsalesmanager.co.nz
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
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
21. WHAT WOULD IT COST, ULTIMATELY, IF THINGS REMAINED AS THEY ARE TODAY?
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. www.nzsalesmanager.co.nz / 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.
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
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
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
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 www.salessystems.co.nz
9 / www.nzsalesmanager.co.nz
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
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“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
All of this advice shares one common element. It’s incredibly
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
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 / www.nzsalesmanager.co.nz
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
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
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.
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.”
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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.
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
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.
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
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 / www.nzsalesmanager.co.nz
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
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.
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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.
SO HOW CAN YOU CREATE THAT FEELING IF YOU DO NOT HAVE TIME TO TAKE A CLIENT FOR LUNCH? Neurolingustic Programming (NLP) offers three
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 putÂ 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 / www.nzsalesmanager.co.nz
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
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.
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.
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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
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
VISUAL RAPPORT •
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
AUDITORY RAPPORT •
chair slightly. If you are a
Match your pace and depth
17 / www.nzsalesmanager.co.nz
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
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 www.elenakostyugova.wordpress.com
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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 / www.nzsalesmanager.co.nz
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: www.surveymonkey.com/s/retailquals <http://retailinstitute.us2.list-manage2.com/ track/click?u=bf76f12a1f2d885c56c220f7d&id=735557031a&e=2450862fff> Sales qualifications: www.surveymonkey.com/s/salesquals<http://retailinstitute.us2.list-manage.com/ track/click?u=bf76f12a1f2d885c56c220f7d&id=ea171800a5&e=2450862fff> Thank you in advance for your feedback. For more information on TRoQ Click Here <http://retailinstitute.us2.list-manage.com/track/click?u=bf76f12a1f2d885c56c220f7d&id=d2ea31e879 &e=2450862fff>
www.nzsalesmanager.co.nz / 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 / www.nzsalesmanager.co.nz
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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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