business tips Archives - Page 6 of 9 - Kona - Sales and Management Training

5 Reasons Why You Should Have A Facilitator in Your Business

Posted on March 26, 2023 | by Sienna

A Few Notable Examples of Facilitators

Socrates – known as the father of Western philosophy, Socrates was a master of the art of questioning and facilitating meaningful discussions that challenged people’s assumptions and encouraged critical thinking.

Mahatma Gandhi – as a political and spiritual leader in India, Gandhi was a skilled facilitator of peaceful resistance and civil disobedience, helping to guide his followers towards nonviolent solutions to social and political issues.

Martin Luther King Jr. – like Gandhi, King was a powerful facilitator of nonviolent protest and social change. His leadership during the American civil rights movement helped to inspire millions and bring about significant progress towards racial equality.

Nelson Mandela – as a leader in the anti-apartheid movement in South Africa, Mandela was a skilled facilitator of reconciliation and healing. His efforts to bring together different groups and promote forgiveness and understanding helped to pave the way for a more peaceful and just society.

Brené Brown – as a researcher and author, Brown has become a renowned facilitator of conversations about vulnerability, shame, and empathy. Her work has helped to promote more meaningful and authentic connections between people.

These individuals have all had a significant impact on the world through their facilitation skills and have left a lasting legacy that continues to inspire others today.

Why do you need a Facilitator in your Business

Facilitation skills are critical in business strategy because they help to ensure:

Effective communication
Collaboration
Problem-solving among teams and stakeholders

Here are 5 specific reasons why hiring the right facilitator is an essential business strategy:

1. Encourage participation and engagement

Facilitation helps create a safe and inclusive space where everyone can contribute their ideas, thoughts, and opinions.

This is especially important in business strategy, where multiple stakeholders must work together to achieve a common goal.

2. Foster collaboration and teamwork

A good facilitator will promote teamwork and collaboration by encouraging open communication and active listening.

This helps to create a sense of ownership and accountability among team members, leading to better outcomes.

3. Improve decision making

A facilitator will help to guide discussions and keep conversations focused, leading to better decision-making.

Facilitators can help teams identify key issues, generate solutions, and evaluate options, resulting in more informed and effective decisions.

4. Enhance problem solving

Facilitation skills also help to identify and address problems in a timely and effective manner.

Facilitators can help teams analyse complex issues, identify root causes, and develop innovative solutions.

5. Increase efficiency and productivity

Effective facilitation can help teams work more efficiently and productively by:

Eliminating unnecessary discussions
Keeping meetings on track
Ensuring that everyone is on the same page

Facilitation skills are essential in business strategy. By leveraging these skills, businesses can achieve better outcomes, increase efficiency, and drive success.

Contact KONA today to discuss how a facilitator could benefit your business.

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4 Reasons Why It Is Important For Key Account Managers To “Brickwall” Customers

Posted on March 16, 2023 | by Sienna

“Brickwalling” customers is a strategy that Key Account Managers (KAMs) use to protect their most important customers from being contacted by competitors.

It involves creating a barrier between the customer and anyone who might attempt to disrupt the relationship or interfere with the KAM’s ability to serve the customer.

It is important for KAMs to know how to brickwall customers.

Here are a few reasons why:

1. Protecting Key Accounts

KAMs are responsible for managing their organisation’s most important accounts. These are typically the ones that generate the most revenue or have the greatest potential for growth. By brickwalling these customers, KAMs can prevent other departments or individuals within their organisation from inadvertently damaging the relationship.

2. Maintaining Trust

Trust is critical in any business relationship, but it’s especially important when dealing with key accounts. By brickwalling customers, KAMs demonstrate to their customers that they take the relationship seriously and are committed to protecting their interests.

3. Creating A Competitive Advantage

If competitors are unable to get access to the KAM’s key accounts, it gives the KAM and their organisation a competitive advantage. This is particularly important in industries where customers have a lot of choice and are constantly being flooded with marketing messages.

4. Streamlining Communication

By controlling the flow of communication between their key accounts and their organisation, KAMs can ensure that their customers get the information they need in a timely and efficient manner. This helps to avoid confusion and minimise the risk of misunderstandings. Brickwalling customers is an important strategy for KAMs because it helps to:

Protect their key accounts
Maintain trust
Create a competitive advantage
Streamline communication

By doing so, KAMs can maximise the value of their most important customers and ensure that they continue to grow and thrive over time.

Contact KONA today to discuss Tailored Key Account Management Training for your team!

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5 Ways To Ask Strong Sales Questions To Uncover Buyer Needs

Posted on March 8, 2023 | by Sienna

Asking powerful questions is a crucial skill in sales, especially when it comes to uncovering the needs of potential buyers.

By asking the right questions, you can get a deeper understanding of what your customers want, their pain points, and what motivates them to make a purchase.

Here are five ways to ask powerful questions that will help you uncover buyer needs:

Open-ended Questions

An effective way to uncover buyer needs is to ask open-ended questions. These are questions that can’t be answered with a simple “yes” or “no,” and instead require the buyer to provide more detailed answers. For example, instead of asking “do you need this product?” you could ask “what are your biggest challenges when it comes to X?” This type of question encourages the buyer to elaborate on their needs, giving you more information to work with.

Probing Questions

Probing questions are designed to dig deeper into the buyer’s responses. For example, if a buyer says they need a product that is easy to use, you could ask “what specific features do you consider important when it comes to ease of use?” This type of question helps you get a clearer understanding of the buyer’s needs and preferences.

Hypothetical Questions

Hypothetical questions can be a useful way to explore potential scenarios with buyers. You could ask “what would you do if you had access to a product that solved X problem?” This type of question helps the buyer think about their needs in a different way, and can provide insights into what they value most.

Reflective Questions

Reflective questions are designed to help buyers think more deeply about their needs and motivations. You could ask “what led you to consider purchasing this product?” This can help the buyer clarify their goals and needs and provide insights into what drives their decision-making.

Comparative Questions

Comparative questions can be a useful way to understand the buyer’s preferences and priorities. For example, you could ask “how important is X feature compared to Y feature?” This will help you understand which features the buyer values most, and can help you tailor your pitch accordingly.

By asking powerful sales questions, you can gain a deeper understanding of what your customers want or need, and ultimately what motivates them to make a purchase.

Contact KONA today to discuss customised sales training for your team!

Call 1300 611 288 or Email info@kona.com.au

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8 Effective Tips When Handling An Unreasonable Customer

Posted on March 1, 2023 | by Sienna

Every business has to deal with an unreasonable customer at one point or another

A customer is commonly regarded as being unreasonable when they:

Demand a service or product whether it is provided by your business or not
Are seemingly impossible to appease
Argue the price
Display rude behaviour towards the salesperson

Here are 8 tips you can use to handle an unreasonable customer.

1. Listen Attentively

Listening to your client is the first step in resolving an issue.

Typically an unreasonable customer will believe their request is actually quite reasonable.

Try to see things from your customer’s view point. Being understanding is important when trying to solve the problem.

2. Let Them Know Your Side

After listening to the customer, you should help them to see your point of view as well.

Eg. If your customer is trying to negotiate you down from your price, explain how you have arrived at that price and why.

3. Consider Other Options

If your customer requests additional services free of charge that are not included in the agreement, explain why you can’t fulfill their request.

But, always offer an alternative option.

Think about alternatives that are fair and will benefit both of you.

Consider the following:

Could you deliver on part of the extra demands?
Are there lower-priced alternatives that could meet their needs?

4. Assess The Cost Of Saying “Yes”

If you are the business owner or sales manager, it’s a good idea to calculate he costs linked to catering to unreasonable customers each month. You can then off-set those costs by making changes such as cutting costs in other areas of the business, or raising prices of other products.

It is also beneficial to assess the team’s customer service and negotiation skills.

If you find any issues in these areas, it may indicate a need for staff training.

5. Assess The Consequence Of Saying “No”

Consider what the repercussions are of saying “no”.

Is it possible that you will lose this customer if you deny their demands? If a customer’s demands are virtually impossible and you cannot find an alternative, you can be left with no choice.

You should always carefully assess the situation before saying no, and explain your reasons while remaining calm and polite.

6. Empathise With Them

When you are unable to meet a customer’s request, you should always show empathy.

They are still your client and unless they are extremely difficult, you don’t want to lose them.

It is a good idea to send them a follow-up email or a phone call after a few days to maintain the relationship and show you care.

7. Show Gratitude

Keep in mind that no matter how unreasonable your customer is, you never know what someone is going through.

A simple thank-you is something you should always do.

It will show the customer that you value the relationship even if they have ended a contract with you or left without making a purchase.

8. Don’t Let Them Leave Angry

Rumours about a business spread rapidly, more so now than ever.

It’s important that a customer does not leave angry, to ensure they don’t post anything on social media, or spreading rumours that can damage the reputation of your business.

Does your sales team have an effective plan to handle unreasonable customers?

Contact the team at KONA to discuss a customised Sales Training Program for your business.

Call 1300 611 288 or email info@kona.com.au

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Negative Press When Selling? 10 Strategies Salespeople Can Use

Posted on February 21, 2023 | by Sienna

Negative press about a product can be a huge challenge for salespeople.

It can be demotivating to hear negative feedback from customers, and it can be difficult to convince potential customers to buy a product that they’ve heard negative things about.

However, there are strategies salespeople can use to overcome negative press and maintain sales momentum.

1. Acknowledge The Negative Press

The first step in overcoming negative press is to acknowledge it. Don’t ignore or brush off negative feedback, but instead address it head-on. Acknowledge the issues that people have had with the product, and explain how the company has addressed or plans to address these issues. Be transparent and honest about the challenges, and show that you’re committed to improving the product.

2. Focus On The Benefits

Rather than dwelling on the negative press, focus on the benefits of the product. Highlight the features that make the product unique and valuable, and explain how it can meet the needs of your customers. Use customer success stories and case studies to demonstrate the positive impact the product has had for other customers.

3. Use Social Proof

Social proof is a powerful tool for overcoming negative press because it:

Highlights positive reviews and testimonials from satisfied customers.
Uses social media to showcase customer success stories
Encourages happy customers to share their experiences with their network
Uses third-party endorsements, such as awards or industry recognition to demonstrate the quality and value of the product

4. Offer Value-Adds

One way to overcome negative press is to offer value-adds that incentivise customers to try the product. Offer free trials or demos to give customers a chance to try the product for themselves. Offer discounts or promotional pricing to entice customers who may be hesitant to buy. Provide exceptional customer service and support to build trust and loyalty with customers.

5. Leverage Relationships

Building strong relationships with customers is critical to overcoming negative press. Build trust with customers by providing exceptional service and support. Go the extra mile to address any concerns they may have. Use existing relationships to generate positive word-of-mouth and referrals, and encourage happy customers to share their experiences with their network.

6. Address The Root Cause

To truly overcome negative press, it’s important to address the root cause of the negative feedback. Listen to customer feedback and take action to address any issues or concerns they may have. Use customer feedback to improve the product and ensure that it meets the needs of your customers.

7. Be Proactive

To prevent negative press from occurring in the first place you should:

Be proactive in addressing customer needs and concerns
Communicate with customers regularly to understand their needs and address any issues they may have
Use customer feedback to improve the product and ensure that it meets customer needs
Be transparent and honest with customers about any challenges the company is facing
Show that you’re committed to providing a high-quality product and exceptional customer service

8. Invest In Marketing And PR

Investing in marketing and PR can be an effective way to overcome negative press. Use marketing and PR campaigns to highlight the benefits of the product and showcase customer success stories. Use social media to engage with customers and generate positive word-of-mouth. Partner with influencers or thought leaders in the industry to generate positive buzz and increase product awareness.

9. Provide Education And Resources

One reason that negative press can be so damaging is that customers may not fully understand the product or its benefits. To overcome negative press, provide education and resources that help customers understand the product and its value. Provide training or webinars to help customers get the most out of the product. Create a knowledge base or support centre that provides answers to common questions and issues.

10. Stay Positive And Focused

It’s important to stay positive and focused when dealing with negative press. In today’s fast-paced, highly connected world, negative press can spread like wildfire. And for salespeople, this can be a major obstacle to overcome when trying to sell a product.

Negative press can undermine a salesperson’s efforts to persuade customers to buy. People are often hesitant to invest in a product that has received negative attention.

With a proactive approach, salespeople can overcome negative press and help customers understand the true value of their product.

Remember: It is important to be transparent and honest with customers when it comes to selling a product.

Honesty is always the best policy when it comes to selling a product. Salespeople should be transparent about any issues or negative press that the product has received, but also highlight the steps that the company has taken to address these issues. By being honest and transparent, salespeople can establish a sense of credibility with their customers.

Leverage Customer Testimonials and Reviews, and use them to demonstrate the product’s value and effectiveness.

This can help reassure potential customers that the product has satisfied customers who are willing to share their positive experiences.

Contact KONA today to discuss tailored sales strategies for your business.

Call 1300 611 288 or Email info@kona.com.au

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5 Reasons Why You Need A Sales Leadership Charter

Posted on February 8, 2023 | by Sienna

The purpose of a Sales Trainer guiding your team through building a Sales Leadership Charter is to:

Represent how the department’s Sales Leadership group want to be recognised
How they want to lead as a Sales Organisation
Give them a language to relate to each other and identify our sales culture (consultative or transactional)

Do you have a Sales Leadership Charter that aligns to your company’s Vision, Mission and Values?

Here are 5 reasons why it is important to have a sales leadership charter.

1. Defines The Purpose Of A Team

A sales team leadership charter is beneficial when establishing a new team as it clarifies the team’s purpose.

Sales Trainers will often encourage it to also be used to update and refresh an existing team’s operations.

2. Clarify Factors That Will Lead To Strong Sales Success

A sales team charter creates a vision for the team, that provides clarity on why the team exist and their focus.

It sets a standard for decision- making and day to day conduct.

A sales team leadership charter outlines points that when followed, will lead to success.

Top Sales Leadership Articles in 2015: The Year in Review

3. Outlines The Roles Each Person Plays On The Team

A sales team charter defines each person’s individual purpose at work by analysing key components of the job.

When each team member is clear on their role, it helps to keep the team on-track.

4. Clearly Defines Goals

When the sales team are clear on their goals and objectives, they are more likely to be motivated.

A sales leadership charter defines the collective goals of the team so that everyone is “on the same page” and knows what exactly they are striving for.

5. Encourages Input From All Team Members

5 Reasons Why You Need a Team Leadership Charter - KONA Group

Often businesses don’t include their leaders or their teams in the development of Team Leadership Charters.

Allowing the team to be part of the creative process encourages their input and therefore ensures their understanding.

Contact the team at KONA to discuss how a Leadership Charter could help your sales team.

Speak to one of KONA’s Sales Trainers and begin creating a Sales Leadership Charter for your business – Call KONA on 1300 611 288 for a conversation, or email info@kona.com.au anytime.

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5 Challenges Of Growth In Business

Posted on February 6, 2023 | by Sienna

When running any business there are always challenges that need to be overcome.

In a competitive market, businesses need to grow in order to survive, and the way a business is run needs to adapt and change as it grows.

Here are 5 major challenges of growth in businesses.

1. Uncertainty Of The Future

At times it can be hard for businesses to predict their performance due to unprecedented or constantly changing events. Businesses can face uncertainty around matters such as:

Entering new markets e.g. online or international
New technology
Economic uncertainty

2. Regulations And Compliance

Regulations help to protect your business. The need for Regulatory Compliance has increased with the expansion of technology. As businesses are using technology more frequently for their day-to-day operations, there is an increased chance of breaking regulations or not being able to keep up with standards.

3. Finance And Business Resource Management

One of the main goals for most businesses is to ensure they are both successful and profitable. The purpose of finance and resource management is to support compliance and regulation adherence, maximise profits and overall company value. Challenges for businesses when it comes to finance and resource management include:

Technology replacing previously used accounting operations
The need to learn new skills
Cybersecurity concerns

4. Technology Advancement And Changes

Technology helps businesses create new products and improve their services. It comes with many benefits including:

Automating time-consuming tasks
Increasing productivity
Reducing business expenses

However, the advancement of technology also comes with it’s challenges. Many businesses find themselves struggling to keep up-to-date with the latest technology and increasing customer expectations.

5. Recruiting And Hiring The Right People

Having a high turn-over of staff or recruiting people who are unsuitable for the role can have a negative impact on business growth. Hiring the right employees ensures they grow with the business – this contributes to the business’ overall success. It also decreases the need to hire externally for each new position you may develop.

Contact KONA today to discuss the changing needs of your growing business and find out how we can help you overcome these challenges.

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4 Key Reasons Why Being “Customer-Centric” Sparks Business Growth

Posted on January 31, 2023 | by Sienna

Customer-centricity is a strategy and a way of doing business that concentrates on creating the best possible customer experience which in turn, brings brand-loyalty.

Customer-centric companies guarantee that the customer is at the centre of business operations.

Here are 4 key reasons why being customer-centric generates business growth.

1. Allows Companies To Build Better Relationships With Their Customers, Which Helps Increase Sales & Revenue

Having connections built on trust and good communication makes it easy for customers to feel assured and connected with a brand. It leads to high customer retention rates and increases repeat purchases.

2. Provides A Positive Customer Experience To Drive Repeat Business & Enhance Customer Loyalty

A positive customer experience is essential for business growth. A great customer experience will:

Promote brand advocacy
Help retain customers
Encourage customer loyalty

3. Makes The Customer Feel Valued Which Means They Are More Likely To Recommend Your Business

When your customers feel important, your customer service team becomes the powerhouse that drives revenue up. Strengthening your customer service efforts to deliver the experience your customers expect, will ultimately grow your business.

4. Allows Businesses To Identify Opportunities For Development

Listening and responding to customer feedback is a great way to take advantage of business growth opportunities. If a significant amount of customers are providing similar feedback or areas for improvement, a customer-centric business will take the feedback on-board. They will adapt to meet the needs of their target customer.

Guides and tips on creating a customer-centric business | Customer Radar

Find out how your company can benefit from becoming more Customer-Centric.

Contact KONA today to discuss tailored training options for your business.

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4 Benefits Of Using DISC Profiling In Sales Training

Posted on January 16, 2023 | by Sienna

DISC Helps You “blend” With Their Behavioural Style

Use DISC as an effective way to gain the commitment and cooperation of others. See the world from their perspective and “blend” with their behavioural style.

DISC Improves the Sales Force by:

Helping the salesperson recognize their natural approach to the sales process
Show them how to modify their approach to different prospects

Here are 4 key benefits of using DISC Profiling for your sales team:

1. DISC Will Help Your Team Understand Their Natural & Adapted Behaviour Styles

DISC Profiling will give you insight into your own behavioural style and allows you to see how you are perceived by others.

Your personal profile gives you a set of terms to discuss your behaviour and communication style in your personal life and in the workplace.

2. Enhance Communication Between Your Sales Team & Clients

Using DISC Profiling coupled with focused DISC facilitation can enhance communication between your sales team.

You can also profile clients, so communication styles are better understood for stronger, lasting relationships.

3. Allows Your Team To See Their Similarities & Differences

Team Reports provide a detailed breakdown of a team’s DISC data (up to 100 people) through a variety of:

Charts
Diagrams
Comparison pages.

This is a great tool to contrast the team’s similarities, differences, strengths and potential areas for conflict.

4. Identify If You Are A Hunter Or A Farmer – Know Your Sales Team & Understand What Works For Them And The Business

How You Work:

‘Hunters’ are characterised by ‘hyperfocus’.

There will be intense periods of activity where you stay focused single-mindedly on a task and may forget to have your meal.

Then there will be long periods of low or no activity. You will discover a preference for:

High risk-reward scenarios
Project work
Novelty
Clear goals
A system of measuring instant progress
The excitement of a crisis that requires immediate action and snap judgments

(Typically a D profile)

How You Sell:

As a farmer you are trustworthy and dependable and that’s what you sell to build loyalty and repeat business with your customers.

You are sensitive to the customers’ happiness, concerned about failure of service, prefer to tackle one problem.
(Typically an S profile)

Building Your Team:

As a hunter, your goal is to get the best performers into your team.

You actively seek them out and then attract and retain them by showing the dream, culture and compensation that these stars seek.

As a farmer, your focus is on growing people irrespective of the talent and thus you give them opportunities, resources and learnings to succeed while removing those that spoil the environment.

A rare balance in the team leadership will do both — communicate a dream.

Learn how KONA Group can Leverage DISC for your business…

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Download our sample Sales DISC Profile or DISC Team Report:

6 Ways To Create A Positive Sales ‘HUNTING’ Culture

Posted on January 11, 2023 | by Sienna

To genuinely create a positive sales culture, you need a long-term strategy.

Consistency and purposeful support, partnered with the following strategies will help you achieve a driven and positive sales team.

1. Listen To Learn

Provide sales podcasts and books for your team to learn on the go. It is a good idea to have your team listen to motivational material on their way to and from appointments. Information on communication skills and product resources can also increase basic sales knowledge.

2. Give Feedback

Managers can join team members on sales calls and give feedback as soon as the meeting finishes. Providing immediate feedback reinforces what went well and what can be improved.

3. Allow Time For Change

Learning and applying new skills takes time. Allow your team adequate time to learn and change. Remember, it can be a slow process before you see results.

The Super Bowl of Sales - Hunters vs. Farmers

4. Measure Results

Use your team’s self-identified goals to measure their progress. Hold them accountable for their sales goals. To really gauge how much of an impact training has made, track your team’s:

Lead generation
Sales calls
Up-sells
Closing rates

5. Provide Ongoing Training

Benefits of providing ongoing sales training for your team include:

Increasing employee engagement
Improving the skills of your team
Team members feeling valued
More success for your business

6. Allocate Time To Coaching

Many managers make the mistake of spending an equal amount of time coaching each of their reps. But this simple time allocation methodology ignores the potential return on your time investment. You should spend most of your time coaching salespeople with medium skills. This will provide you with the highest return on your time investment. Reps with mid-range skills are average performers – they have room for improvement. Good coaching can help an average performer become a high achiever.