HOW TO SELL YOUR SPACE!

Turning Prospects into Bookings with

Your Professional Sales Toolkit

CMA SUMMIT MAY 2010

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ALWAYS KNOW YOUR OBJECTIVES What are your Specific Objectives at this course? 1 2 3 4 5

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SALES

STAFF

STRUCTURE

SERVICE

SYSTEMS

SALES IS THE ICING ON THE CAKE

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Blame Reasons Excuses Attitude (-ve) Denial

Living

A Crummy Life

QUIT

Honesty Empathy Accountability Responsibility Trust

Living A Powerful Life

TAKE ACTION

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MINDSET OF A SUCCESSFUL SALESPERSON PERSONAL QUALITIES:

o Committed o Self motivated o Tenacious o Self-confident o Honest o Reliable o Helpful o Driven to

succeed o Humorous o Empathetic o Creative o Ethical o Optimistic o Straightforward o Positive thinking o Energetic o Polite o Thorough o Intuitive

PROFESSIONALISM: o Organized & Orderly o Great First Impression o Prioritized o Sets Personal goals o Focussed on Budgets o Brand Image o Quotes and Follows Up

first o Answer questions o Offers alternatives o Doesn’t over-promise. o Team player. o Asks for referrals.

SKILLS: o Rapport builder o Builds Relationships o Asks Effective Questions o Assesses Customers o Observant and alert to needs o Identifies wants and needs o Anticipates customers needs o Delivers more than expected o Solves problems o Communicates Effectively o Listens & asks questions o Consistent follows up o Genuinely likes customers o Self control and self-discipline. o Handles difficult conditions and people easily o Controls Emotions o Is always closing o Great negotiator o Measures and analyses results.

A MOTIVATED MINDSET ü Living It - Act as if it’s going to happen. Manifesting. ü Optimistic - Expect It to Happen. “I’ve Earn’t it” ü Vitality – Look Great, Sound Great, Feel Great ü Energetic – Fun, Integrity, Honesty, Positivity

ü Resilient - Deal with Setbacks. Turn –ves into +ves ü Action Oriented - Now is good, Just Do It!, Wing It. ü Growth - Committed to Continuous Improvement ü Enthusiastic & Passionate – Aligned with your Values

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YOUR BELIEFS - THE LITTLE VOICE Take a moment to think about all the BELIEFS you cur-rently have – they are based on your past experiences. In the past, something happened, you experienced something and you made an assumption – a Belief. e.g. examples of beliefs may be: “I am NOT good at selling” “All blondes are dumb” “I am the greatest” “I am the World’s greatest recruiter” “I am no good at tennis” “I can’t understand finances” “Investment is boring” Some of these are empowering beliefs and some are disempowering beliefs – are all your beliefs serving you? Take the time to write down some of your empowering, disempowering and limiting beliefs about yourself. Your Money Beliefs What are your beliefs or assumptions about money? What is your self talk or little voice saying to you? Money is ………. Debt is …………. Credit Cards are …………. Rich People are ………… Property Investment is ……….. The Sharemarket is ……….. My finances are ………. Tax is ………….. My accountant is …….. Every time you reinforce negative beliefs or think negative thoughts about money – you make creating wealth more difficult. Sales & Selling Beliefs What do you believe about selling and sales? Salesmen are ………….. I am a ………… Salesperson. Asking for Referrals is …………… Testimonials are ……………… Selling is like ……………….. Cold Calling is ……………….. Marketing is ………… Are your negative sales beliefs holding you back? Assumptions Just Remember “When you ASSUME you make an ASS out of U and ME.” You can’t question an ASSUMPTION you don’t know you have. One of the most useful things you can do with clients is point out some erroneous assumptions and beliefs.

BELIEFS THOUGHTS

ACTIONS RESULTS

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YOUR CONFIDENCE KIT MEMORIES – List some of your memories of times when you were successful or a winner.

PICTURES – what pictures (Mental or snapshot) do you have of you being successful or a winner?

SONGS – Which songs make you feel more confident, successful or powerful?.

TESTIMONIALS – Who has or could write great things about you & your achievements – Who really believes in you?

FOCUS on your Positive Memories and ignore/defocus the Negative Memories

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Strategies for Building TOTAL CREDIBILITY 1.Salesperson’s Credibility 2.Your Pitch, Offer and Presentation 3.Reputation of the Company/Property 4.Product & Service – The Property 5.Delivery - Past Customer Testimonials

Can and will you PERFORM to my high standards? 1. Credibility of the Salesperson Based on your Appearance & Personality

• How you Look & Act • How you Dress - Your Clothing & Hair • Your Grooming – Your Hair, Makeup & Hygiene • Your Accessories - Jewellery, Watch, Pen • Your Attitude – PMA - Your Image determines how you Feel

2. Your Pitch, Offer & Presentation

• Professional Image – Quality materials • Perfection in Questions & Answers (Rules) • Benefits, Needs & Wants all covered professionally • Professional Standards

3. Reputation of the Property

• How you are known to your customers • Trading history • Word of Mouth – what people say about you • Your Brand Image • SUF – Stuff Up Fund – Complaint Resolution

4. Your Product & Service

• Property presentation • Team members & product • “Everything Counts” – SAS Example • Consistency & Systemisation

5. Delivery & Past Customer Testimonials

• Letters, Lists, Photos • Third Party Statements • Awards Won • Builds Buyer confidence & Lowers fear • Other people = safety in numbers

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MAKE A POSITIVE FIRST IMPRESSION Your Introduction – 5 E’s • Energy • Enthusiasm • Eye Contact • Eye Teeth – Smile! • Elevator Pitch

HAVE A ‘FIRST DATE MENTALITY’ • High Expectations! • Positive Energy • Look Great • Sound Great • Feel Great • Smell Great • Bring a Gift – Givers Get! • Ask More Questions THINGS THAT AFFECT YOUR IMAGE • Your Attitude & Self Confidence! • Clothes Style – Modern Ties, Suit, Shoes • Colour Selection • Hygiene & Maintenance - Hair, Teeth, Skin • Tanned & Fit – Healthy energy • Facial Hair – clean shaven for trust • Jewellery – Watch, Ring, Piercings etc • Accessories – pen, watch, Briefcase • Professionalism – Brochures, Business Cards, Letters CLIMB THE LOYALTY LADDER Climb the Loyalty Ladder Rung by Rung Create Advocates (*Raving Fans) List Your Favourite “Rave About” Companies:

“They are buying YOU before they buy your Products & Services”

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THE THREE C’s of COMMUNICATING WITH INFLUENCE CONNECT WITH OTHERS YOUR GOAL is an INSTANT CONNECTION · Fabulous First Impressions are crucial - use the 5 E’s · Your Professional Image is vital - especially the way you Look, Sound and Smell · Use Open Body Language - no ‘shields’ (clipboards) or crossed arms Your INTRODUCTION—Make a BIG Impression • The 5 E’s - Energetic, Enthusiasm, Eye Contact, Eye Teeth & Engaging • Hearty Handshakes or Handhugs • Look for the Colour of their eyes • Remember their NAME (Repeat it or use it several times ASAP) • Be Positive and Polite • Match their Voice – tone, speed & pitch • Match their Posture & Breathing • Ask great questions – Don’t tell or make statements • Show more empathy & be genuinely interested REMEMBER it’s S.I.M.P.L.E. to build RAPPORT · Smile & Make Eye Contact · Interest & Empathy · Match Voice & Body language · Positive Attitude & Energy · Listen More – Ask Better Questions & Talk Less · Emphasize Name & Keywords COMMON BONDS CEMENT CONNECTIONS “People like people who are like themselves” Identify & Talk about positive topics that are really important and Shared Together Find their Hot Buttons & Drivers Share - Reveal something personal about yourself • Work • Recreation & Sport • Interests & Hobbies • Social – Friends & Family • Travel COMPLIMENTS COUNT Use the power of Genuine Compliments - From the Heart not the Head • “You’ve done a great job” • “Well Done” • “It’s A credit to you” • “You’re to be congratulated” • “I’d really like to congratulate you…”

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GIVE MORE COMPLIMENTS – Praise & Appreciation Store more positive energy – S.T.O.R.E.

Specific – Specific compliments are more powerful that general ones Truthful – be honest & genuine Original – Different compliments each time (Avoid routine sayings) Recent – as soon as possible after good behaviour Energetic – with energy and positive attitude

Remember anything done PUBLICLY is 10x more powerful than done privately. Practice Public Praise & Appreciation (in front of peers) and avoid Public Counselling / Embarrassment / Criticism sessions. TRUST - THE CURRENCY OF RELATIONSHIPS Built up slowly but can be lost in an instant - it’s based on

Respect & Reliability Integrity & Intimacy Confidentiality & Credibility Honesty & Helping Others (not selfish)

INCREASE YOUR L-FACTOR - BE MORE LOVABLE & LIKEABLE LIKEABLE TRAITS TO DEVELOP • Smile • Pleasant Voice Tone • Positive Optimistic Attitude • Resilient – Bounceback • Approachable & Helpful • Good listener • Genuine, Real & Authentic • Honest & Trustworthy • Sensitive & Understanding • Happy & Peaceful inside • Connect with other’s interests • Relaxed & Easy-going

UNLIKEABLE TRAITS TO REDUCE • Not always Honest • Self-centred • Don’t laugh or smile much • Lose my Temper • Distracted when listening • Talks more than listens • Mistakes in reading people • Self absorbed – unaware of others • Critical and Intolerant • Loud, Disagrees or Argumentative • Internal conflict that shows • Arrogant or Dominant

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DESIGN YOUR PHONE SCRIPT

R & R

BUILD RAPPORT & STRENGTHEN RELATIONSHIP

N & S

IDENTIFY NEEDS & OFFER SOLUTIONS

C & C

CLOSE & CONFRM THE SALE

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SELLING BY EMAIL – EMAIL RESPONSE STRATEGY BEST PRACTICE • Phone them straight away if possible • Respond Quickly – less than 24 hrs • Informal – get a conversation going • Ask Great Questions • Sell the Benefits – Write Action oriented copy. • Give a Call to Action • Keep it brief – one screen length • Avoid Big Attachments – try direct links to your website too. • Pdfs may be acceptable • Use Testimonials • Always have an Email Signature with all the details at the bottom

QUESTIONS TO ASK YOUR TEAM

• How many emails are received each day? • Who answered these emails? • How long does it take? • Was it the right answer? • What are customers asking? • Who followed up later with that customer? • Where are those emails now? • What great templates can we develop for standard answers? • What Killer Copy Writing words can we use in the emails?

POOR EMAIL RESPONSE COSTS CUSTOMERS Many businesses fail to capitalize on email enquiries, allowing sluggish response times to customers. This runs the risk of damaging customer relationships. Businesses are nowhere near responding to email like they should. For instance, two studies, conducted by BenchmarkPortal and sponsored by eGain Communications, unveil disappointing response rates. Announced in June 2005, the second study in the "State-of-eService Benchmarking Series" focused on SMBs; the first study evaluated enterprises. According to the second study, Small Businesses delivered poorer online service than larger businesses. Among North American SMEs with revenues of $10 million and $250 million, 51 percent failed to respond to emails at all and 70 percent did not respond within 24 hours, compared to 41 percent of enterprises not responding at all and 61 percent not responding within 24 hours. WHAT’s YOUR RESPONSE RATE?

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David Staughton www.bigdave.com.au (03) 9525 8515

SELLING BY EMAIL RESPONSE - CURRENT BEST PRACTICE Our industry relies heavily on selling by email response due to the lack of effective online booking systems and use of booking portals. MAKE SURE that you are responding to enquiry emails with the best chance possible to make a booking: Check what the office staff are really sending out! (e.g. Go into SENT ITEMS in OUTLOOK) Ideal email responses provide the following points:

1. An answer to my question regarding availability. 2. Basic Information 3. Basic information with an invitation to look at the website 4. A clear direction for me to call them 5. A direct link to their website 6. Signature on their email 7. A price – even an estimate 8. A description 9. Obvious use of a Template 10. Freecall number offered

RULES FOR SENDING RESPONSE EMAILS 1. Always respond fast – preferably use an instant auto responder acknowledgement 2. Always use an email signature on the reply (preferably a coloured graphic one) 3. Make sure the name of the property is in the Sender “from” field in sent email 4. Attach a one page pdf of the property (short attachments only) 5. Always include a list of your features (Awards etc ) and 6. Always Promote your specific benefits for this customer (jumping pillow for your kids) 7. Always offer a range of different solutions - price and product 8. Always suggest alternative dates if the enquiry is for a busy time (cross sell) 9. Always Follow up - don't give up after one email! – send another! 10. Always Avoid sending large attachments – use www.yousendit.com instead 11. Always include your full name in the email (not just first name) EMAIL RESPONSE BEST PRACTICE Choose an email address with your domain name not ISP provider e.g. dave@victoriaproperty.com.au not dave1256@optusnet.com.au Create and Use email templates rather than ad-hoc words (poor spelling) Use embedded links to your website to show what you offer Use an auto-responder if you can – to respond with instant info – e.g. pdf Get an Email Management System that tracks email responses and enquiries PROMOTIONAL IDEAS Add their email address to your database and send them further offers DON’T Send huge attachments (use www.yousendit.com if you really have to) Be Blunt or Rude Use an incorrect sender address

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EMAIL RESPONSE SOFTWARE / EMAIL MANAGEMENT & TRACKING SOFTWARE FREQUENT RESPONSE TEMPLATES Bells & Whistles Outlook Add-in 3.01.44 www.emailaddressmanager.com $29.95 www.answertool.com $30 www.replymate.com $59 ReplyAssistant by 4OfficeAutomation Quick Reply 2.14 (Shareware $19.95) First Response Software at www.slateboard.com USEFUL SOFTWARE Silentmail for Outlook – Secret Copy of every email sent (Set up and Send to your unlimited Gmail account!) - Find this under www.emailaddressmanager.com www.politemail.com – checks who has opened and used your emails ($99) AUTORESPONDER www.myautoresponderpro.com www.ARpros.com EMAIL MARKETING SITES & E-NEWS TRACKING SOFTWARE FOR CAMPAIGNS www.constantcontact.com www.emailbrain.com www.gravitymail.com www.bigresponse.com.au www.vision6.com.au www.campaignmonitor.com www.smartmail.co.nz SALES CRM PROGRAMS www.salesforce.com www.ravecrm.com www.chaossoftware.com www.relenta.com ONLINE CHAT IN WEBSITE www.liveperson.com www.instantservice.com SMALL EMAIL MANAGEMENT SYSTEMS www.visneticmailflow.com (US$749) http://www.ifmodules.com ($US 50 /mth web based) www.logicalware.com – Mail Manager (US $225/mth) BIGGER EMAIL MANAGEMENT SYSTEMS www.emailtopia.com www.talisma.com Talisma Email www.liveperson.com (Email Management system) www.rightnow.com www.instantservice.com

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A SIMPLE VISIT OR MEETING PLAN Using a structured approach to selling will increase your conversion rate. Too many salespeople get stuck on dates, prices and telling stories before finding out what the clients really want and need. 1. RAPPORT BUILDING – Build Rapport

o Connect o Common Bonds o Compliments

2. PROBLEM IDENTIFICATION – Identify the Real Problem

o Use General Questions o Use Probing Questions o Identify Client Wants and Needs o Move from Logic to Feelings (Find Pain) – o Identify Values – “What’s really important?” o Find Outcomes – “What outcome are you looking for?”

3. PROVIDE SOLUTION – Offer Solution and Build Credibility

o Credibility e.g. Use Stories o Demonstrate Sales Aids o Think Possibilities NOT Price o Negotiate inclusions/exclusions – “If …then …” o Discuss Price & Dates

4. CLOSE & CONFIRM

o Finalise a Date o Offer a tentative o Explain “This is how we work” o “The next step is”

5. FOLLOWING UP

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Your Sales Negotiation TOOLBOX - ShortQC Stories Your collection of Success stories, War stories, anecdotes and Testimonials Humour Your collection of icebreakers, funny jokes and quips Objections Your instantaneous response to most common objections Reasons 7 reasons Why…. Choose You, Your Company, this product People want a reason - “Because” or “Which means” Tactics Your collection & Knowledge of strategies, tactics & tricks. Both Offensive and Defensive Maneuvers. Tactics for Competitors. Questions Your collection of the Best Questions to ask Closing Techniques Your collection of the Best Closing Techniques

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OBJECTION HANDLING SCRIPT (Name), Could you elaborate on that for me? LISTEN & MAKE NOTES I see…. Are there any other reasons besides ________________? Just supposing for a moment …..

(a) ….. were not a concern …. (b) ….. we could show you that …… (c) ….. you could convince yourself that ……………. .. then you would want to go ahead, wouldn’t you?

IF NO Then there must be some other reason, May I ask what that is? IF YES Then I guess that means we should invest some time to talk about that are in a little more detail! That makes sense doesn’t it? For much more detail on handling Objections see The Australian Sales Script Book

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COMMON OBJECTIONS SOLUTION

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Asking is the beginning of receiving. Make sure you don't go to the ocean with a teaspoon. At least take a bucket so the kids won't laugh at you…….

Jim Rohn

There's no scarcity of opportunity to make a living at what you love. There is only a scarcity of resolve to make it happen. Wayne Dyer

Put all excuses aside and remember this: YOU are capable

.Zig Ziglar

Sooner or later, those who win are those who think they can.

Richard Bach

Courage is the greatest of all the virtues. Because if you haven't courage, you may not have an opportunity to use any of the otherrs. Samuel Johnson

The successful person has the habit of doing the things failures don't like to do. They don't like doing them either neces-sarily. But their disliking is subordinated to the strength of their purpose.

E. M. Gray

Only those who risk going too far can possibly find out how far they can go.

S. Eliot

The future belongs to the Askers. The people who confidently and courageously ask for what they want, and if they don’t get it they ask again and again.

Jim Rohn

Of course you should ask politely. Ask Courteously, Ask Expectantly, Ask in a Friendly way! Be persistent and resilient.

Ask for more Ask for Appointments

Ask what their biggest issues are Ask about their future plans

Ask who else they are considering Ask for help when you need it

Ask for more information Ask for References and Referrals

Above all, ASK FOR THE BUSINESS!

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THE MOST EFFECTIVE SALES QUESTIONS THE TAKEOVER QUESTION “Just before I answer that, do you mind if ask you a few quick questions?” MAKE AN ALTERNATIVE OFFER “By the way have you considered (Alternative) because…..” REASON FOR COMING “How did you find out about us?” ESTABLISH OUTCOME “What are you looking for?” ESTABLISH VALUES “What’s important to you about….?” THE CLOSING QUESTIONS

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SALES AIDS IMPROVEMENTS

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7 Reasons to buy a ….. Friday

1 - 2 - 3 - 4 - 5 - 6 - 7 -

Sunday 1 - 2 - 3 - 4 - 5 - 6 - 7 -

Luncheon 1 - 2 - 3 - 4 - 5 - 6 - 7 -

Midyear Day 1 - 2 - 3 - 4 - 5 - 6 - 7 -

Special Date 1 - 2 - 3 - 4 - 5 - 6 - 7 -

Other Date 1 - 2 - 3 - 4 - 5 - 6 - 7 -

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RAPPORT is SIMPLE

“People like People who are like themselves”

• Smile & make Eye Contact • Interest & Empathy • Match - Voice & Body Posture • Positive Energy & Enthusiasm • Listen more – Talk less • Emphasize their Name & Keywords

Use Compliments!

GENUINE COMPLIMENT From the Heart not the Head

“You’ve done a Great job”

“Well done” “It’s a credit to you”

“You’re to be congratulated” “I’d really like to congratulate you”

AREAS

Personal Traits— Financials Staff—Systems—Products

Life Balance—Growth- Longevity/Survival— Investments- Business Potential—Brand Equity

Solo Operator

EVENT ICEBREAKERS “Are you enjoying the event?” “Have you been here before?”

“Do you come here often?” “Do you know anyone here?”

“What do you think of the speaker?”

“Have you come far?” “Great weather isn’t it?”

These types of questions allow

you to check their Energy & Attitude

(Positive or Negative)

FIND COMMON BONDS ** W.R.I.S.T. **

WORK RECREATION INTERESTS

SOCIAL (Family & Friends)

TRAVEL

LOOK FOR PEOPLE & ACTIVITIES

IN COMMON

7 SIMPLE STEPS to NETWORKING

1. Prepare Well Beforehand 2. Ask Questions (Don’t Tell) and

actively Listen 3. Build Great Rapport & Identify

Common Bonds 4. Compliment & Congratulate

from the heart 5. Describe your Success Stories

or Case Studies 6. Exchange Business Cards or

contact info 7. Follow Up! Follow Up! Follow Up!

and remember to give first!

7 STEP SUCCESS STORY Stories are Powerful

Stories are Non-threatening Stories Entertain & Involve

1. Set the Scene 2. Set the Goal or Mission 3. Introduce Characters 4. Encounter the Obstacle 5. Overcome the Obstacle 6. Detail the Outcome 7. Make the Point

REFERRAL SYSTEM 1. Ask Customers about the

quality of your Service 2. Tell a Referral Story (plant

the Seed) 3. ASK nicely for Referrals 4. Provide feedback & bo-

nuses that show you care. 5. Keep in regular contact with

your network – send newsletters, cards & gifts Systematise your Follow-Up

REFERRAL QUESTIONS “Who do you know?”

“Do you know anyone that could use my services?”

“I need your help. I’d like to assist some of your business friends.

Could you introduce me?” “We grow our business by

referral, I’d really appreciate it if you could recommend me to a few

of your friends. Is there anyone you think I should talk to”

“I’m trying to expand my busi-ness, and I value your help. I’ve

found that my best source of business is satisfied clients.”

BUSINESS OPENERS (S in SPIN)

“So, what business are you in?”

“Do you enjoy being in the (type) business?”

“How’s business?” “How’s that industry going?”

“What’s happening in your industry?”

“Tell me a bit about your business?”

“So what’s the (Name) story?”

PROBING Question (P IN SPIN)

“What’s the biggest issue in your business?” “What are your

biggest challenges?” “How’s your turnover doing?” “How profitable is business?”

“Where do you see the business going?”

“What do you want to do in the future?”

“What role do you want to play in the business?”

IMPLICATION Question (I IN SPIN)

“What does that mean for you?”

“How will the business benefit?”

“What are the consequences of that?”

“What would that be like?” “What effect is that having on

profit/staff/customers?” “Who would benefit?”

NEED Question (N IN SPIN)

“What would happen if…?” “What might change that?”

“What would business need to have to…?”

“What would need to happen to change that?”

“How could that be avoided?” “What could we do….?”

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SALES IMPROVEMENT IDEAS PRE-SELLING o GOAL SETTING - TARGET o VISUALISATION o SALES MINDSET o SALES MEASUREMENT o PRODUCT KNOWLEDGE o COMPETITOR ANALYSIS o PHONE SCRIPTS o EMAIL TEMPLATES o SALES AIDS (PICS) o SALES SYSTEMS o RACK RATE PRICING o SUPPLY/DEMAND PRICES o LOCAL AREA MARKETING o ROLE PLAYING PRACTICE

WHILE SELLING o FIRST IMPRESSIONS o BODY LANGUAGE o ICEBREAKERS o RAPPORT BUILDING o EFFECTIVE QUESTIONS o LISTENING SKILLS o CLOSING THE SALE o PRESENTATION SKILLS o CONFIDENT PITCH o NEGOTIATION SKILLS o PRICING CONFIDENCE o ASK FOR REFERRALS o GET EMAIL ADDRESS o GIVE GREAT SERVICE

POST-SELLING o PRODUCT DELIVERY o CUST SAT SURVEYS o BUDGET vs ACTUAL o FOLLOWING UP o POSTCARDS/CONTACT o E-NEWSLETTERS o BUILD RELATIONSHIPS o SEEK MORE REFERRALS o WORD OF MOUTH BIZ o VALUE IMPROVEMENT o STRATEGIC PARTNERS o CELEBRATE SUCCESS

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MY WORK GOALS SOME GOALS IN DIFFERENT AREAS SALES GOALS By year, month or week By type of function By dollars, average spend or number of functions By conversion rate, number of prospects __________________________________________________ __________________________________________________

__________________________________________________ __________________________________________________ __________________________________________________

LEARNING & TRAINING GOALS Books to read Courses to attend Implementation Ideas Sales Skills Improvements __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________

EARNINGS OR PROMOTION GOALS Responsibility, Remuneration, Bonus or Extras _________________________________________________ __________________________________________________ __________________________________________________ __________________________________________________

ADDITIONAL GOALS Create a Venue Marketing Plan Develop Customer Surveys Design New Collateral Other Venue Improvements _________________________________________________ __________________________________________________ __________________________________________________

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RECOMMENDED BOOKLIST OVERVIEW OF A BUSINESS – Recommended reading OZ - How to make money out of thin air by Brian Sher OZ - What rich people know and desperately want to keep a secret by B. Sher OZ – Billionaire in Training by Brad Sugars US – Rich Dad, Poor Dad by Robert Kiyosaki PRACTICAL ADVICE & BUSINESS PLANS OZ - Starting a business in Australia by Maggie Richardson OZ - 350 ways to grow your Small Business – Peter Switzer UK - From Acorns… How to build your brilliant business from scratch by Caspian Woods OZ - The Penguin Small Business Book by Emma Alberici OZ - Starting Your Own Business by Rodney Overton OZ - How to organize and operate a small business in Australia by John English VERY USEFUL US - The E-Myth by Michael Gerber (SYSTEMS) US - The 80/20 Principle by Richard Koch (PRIORITIZING) OZ - How to get New Business in 90 days by Wendy Evans (MARKETING) OZ – Instant Cashflow by Brad Sugars (MARKETING) OZ – Cash, Customers & Ads that Sell by Brad Sugars (ADVERTISING) US - Good to Great by Jim Collins (BUSINESS STRATEGY) VISIONARY & INSPIRATIONAL UK - 20/20 Hindsight – from Starting Up to Successful Entrepreneur– Thackray – Virgin Business Guide OZ - Marketing without Money – How 20 top Aust Entrepreneurs crack markets with their minds by Lyons and de Bono. DIFFICULT PEOPLE Dealing with Difficult People by Christina Osborne Resolving Conflict—Shay & Margaret Mc Conoon How to Handle Tough Situations at Work by Ros Jay Managing Negative People by S. Michael Kravitz Dealing with Difficult People by Roy Lilley Difficult Personalities by Dr Helen McGrath & Hazel Edwards PERSONALITY STYLES Personality Plus by Florence Littaeur People Smarts by Tony Alessandra Ph.D Winning with Pumped Up People by David Parkin & Paul Bourke How to Lead & Manage without Losing Sleep - Colin Pearce People Styles at Work by Bolton & Bolton

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FUNCTION & EVENT SALES SKILLS - BOOKLIST SELLING BY PHONE Don’t Get Hung Up by Jenny Cartwright SELLING BY EMAIL & WEBMARKETING Killer Web Content by Joe McGovern Customer Service in the Information Age by JoAnn Haberer Email Marketing by the Numbers by Chris Baggott SELLING IN PERSON (Sales Meetings Face to Face) Easy Peasey by Allan & Barbara Pease (Rapport Building) Sales Success – its all in your mind by Robyn Daubeny The Accidental Salesperson by Chris Lytle EFFECTIVE QUESTIONING TECHNIQUES The Spin Selling Fieldbook – Huthwaite & Co IMPROVING COMMUNICATION How to Start a Conversation & Make Friends by Don Gabor The Definitive Book of Body Language by Allan & Barbara Pease Power Up Your People Skills by Doug Malouf How to Win Friends & influence People by Dale Carnegie USING SCRIPTS Australian Sales Script Book by Wayne Mansfield BUYING DECISIONS How Customers Think NEGOTIATION & PERSUASION Secrets of Powerful Persuasion for Salespeople by Roger Dawson Everything is Negotiable by Kennedy The Secrets of Power Negotiating by Roger Dawson The Art of Persuasion by Juliet Erickson USING STORIES TO SELL How to move minds & influence people MARKETING What Rich People Know & Desperately want to keep secret by Brian Sher How to get new Business in 90 Days and Keep it Forever – by Wendy Evans PRICING & UPSELLING Make more money from Every Sale by Colin Pearce Persuade Your Customers to pay More by Ian Brooks GET MORE REFERRALS Endless Referrals by Bob Burg Get More Referrals by Bill Cates Marketing Without Advertising by Nobo Publishing For more book ideas send an email to bigdave@bigpond.net.au

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RECOMMENDED READING LIST NEGOTIATION SKILLS Everything is Negotiable by Gavin Kennedy ** Great for Negotiation Strategy Practice Secrets of Power Negotiating by Roger Dawson ** the classic on tactics Getting to Yes - Negotiating agreement without giving in by Fisher, Ury and Patton Getting Past NO – Negotiating with difficult people by WilliamUry How to Get the Best Deal Every Time by Wayne Berry ** Dealmaking & Buying skills/tips Negotiating in a WEEK by Peter Fleming Negotiate Your Way to Riches by Peter Wink How to Negotiate by Ann Jackman Smart Negotiating by James C Freund Making Negotiation Happen by Laurie Dicker How to Negotiate Effectively by David Oliver You Can Negotiate Anything by Herb Cohen Bare-Knuckle Negotiation by Raoul Felder The Art of War by Sun Tzu, 512 BC INFLUENCE & PERSUAUSION How to Persuade People who don’t want to be Persuaded by Joel Bauer & Mark Levy How to Win Friends and Influence People by Dale Carnegie Secrets of Power Persuasion for Salespeople by Roger Dawson Influence by Robert Cialdini Triggers—30 Sales Tools to Control the Mind of Your Prospect by Joseph Sugarman The Complete Book of Body Language (revised & Updated) by Alan Pease NEGOTIATION ARTICLES Six Habits of Merely Effective Negotiators - Harvard Business Review, April 01. Breakthrough Bargaining - Harvard Business Review, February 2001 Business Negotiation Skills - Ingemar Diericx, INSEAD, 1999. The Necessary Art of Persuasion - Harvard Business Review, May 1998 The Only Four-Page Guide to Negotiating You’ll Ever Need. - Harvard Mgmt Update, Sep 96 NEGOTIATING FOR BUYING BUSINESSES Billionaire in Training by Brad Sugars

For more Information Contact:

Big Dave - Mobile 0408 375100 Email: bigdave@bigpond.net.au Website: www.bigdave.com.au

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ABOUT DAVID STAUGHTON B.Sc(Hons) AFAIM David Staughton is a Professional speaker based in Melbourne. Experience David has over 20 years experience in a broad range of industries including Mining, Retail, Hospitality, Travel & Tourism and Consulting. He’s been passionate about business since starting work in the family-owned hardware store at age six. David is a qualified Geologist and worked for five of Australia’s largest Mining Companies. He left to start his own hospitality business and ‘become a Millionaire by age 30’. In 15 years he grew a multi-business empire in Victoria. In 2001 he successfully sold his busi-nesses and has been helping business owners and their teams ever since. He has repeatedly shown businesses how to re-engage their staff, find more customers and significantly increase their sales & profits all year round. 5 REASONS WHY YOU SHOULD CHOOSE DAVE

1. Award-Winning Small Business Owner & Operator 2. Australia’s Expert on “Selling Off-peak” – improving sales in quiet, slow and tough times 3. Eight years Consulting Experience with SMEs 4. Self made Millionaire & Serial Entrepreneur – has started seven Businesses 5. Contributing Author of two best-selling books for Small Business

SALES TOPICS • How to Make More Sales in Tough & Quiet Times • Serve & Sell – Help your Front line staff to sell more • Pricing for Profit - How to stop discounting, charge

more and get what you’re really worth! STAFF TOPICS • How to Find, Keep & Inspire the Best Staff • Turning Grumpy into Great – How to Re-Engage &

Empower Your Staff • Tactics for Turbulent Times – How to make the most of

your Time, Team & Turnover with Technology STRATEGIC/FUTURE TOPICS • Big Ideas changing the Future of Business • Understanding Future Customers – How to make more

money in tomorrow’s marketplace • Maximising your Online Performance - How to make the most of Technology & the Web SKILLS IMPROVEMENT • Live a more Effective Life! – Turning your Ideas into

Action (World Class Time/Life Skills) • How to Pitch and Present like a Pro – developing World

Class Presentation Skills • Pricing & Promoting your Professional Services - How

to be a Rainmaker and turn more prospects into clients The above topics are available as tailored presentations: • Keynotes at Conferences & Meetings • Half and Full day Workshops • Strategic Retreat & Conference Facilitation TEAM BUILDING WORKSHOPS (IN HOUSE) Team Tune Up, Team Building Toolkit & Team Tactics David can provide a full range of user-friendly practical workbooks on a wide range of topics relevant to small business owners.

www.bigdave.com.au M: 0408 375100 BOOK BIG DAVE THRU ICMI

"Big Dave" Staughton is a scientist, author and award-winning businessman who makes business easier. Whether you sell by phone, by email, face to face or via the web, Big Dave can show you how to get the most from your team, your prospects and your existing customers.

"Big Dave" Staughton inspires people with his passion, energy and enthusiasm. A Successful businessman, he is a walking library of

business case studies, quotes and real life stories.”

“You were a huge hit!. You’ll have store-owners teaching their staff the “Big Dave Nod” all over the country. “ Penny Mitchell – Solterbeck “Excellent - David's knowledge and fluency engaged the audience and had them buzzing. “ John Chapman - Siemens “It was great to inject some passion back into our group of sales consultants. David was a great investment and we will book him again “ JG King

www.bigdave.com.au 31

BIG DAVE’s MAKE MORE SALES KIT

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1. Big Dave’s own IMPROVING YOUR EVENT

& FUNCTIONS SALES

Learn how to sell stacks more Off-peak & Shoulder Season Function Bookings with this detailed workshop

manual and DVD recorded live.

DVD & WORKBOOK

Normally $149

2. Big Dave & 14 other experts featured in Secrets of

Small Business Success

Up-close and personal inspirational stories of fifteen successful small business owners & their secrets.

BOOK Normally $30

3. Big Dave & 12 other experts featured in Secrets of

Top Sales Professionals

Find out how to improve your sales with secrets, tips and techniques

from 15 Sales Professionals

BOOK Normally $30

4. Creating Loyal Profitable Customers by Keith Abraham, Expert on Customer Loyalty.

48 easy to implement simple yet powerful ideas to get your customers

coming back time and time again. Turn your customers into raving fans.

BOOK

Normally $30

5. The Mentor Club Audio CD featuring Malcolm Auld on Direct Marketing, Big Dave on Gen Y and Ray Lynch on Pricing

Hear Audio Interviews packed with tips & ideas from three great

speakers on Direct Marketing, Pricing and Staffing Solutions.

AUDIO CD

Normally $40

PACKAGE DEAL 3 Books + 1 Workbook + DVD & CD.

Normally $279

Just $179 + $20 p&p

SPECIAL DEAL - TODAY ONLY SAVE $100