Tag: sales team

Sales skills

The 10 Most Underrated Sales Skills and Why They Matter More Than You Think

Posted on | by Sienna Anderson

When we think about great salespeople, we usually picture someone confident, persuasive, and charismatic. And while those traits definitely help, they’re not the whole story. In reality, some of the most powerful sales skills are the ones that don’t get much attention. These underrated skills are the secret that separates the good from the great.

At KONA Training, we see this often. Salespeople who master these overlooked skills consistently outperform those who rely solely on charm and confidence. We have put together a list of ten of what we believe are the most underrated sales skills and why they matter more than you might think.

Sales skills

1. Active listening

Everyone says they listen, but few really do. Active listening means being fully present, paying attention not just to the words but to the meaning behind them. When you truly listen, customers feel heard and valued, and that builds trust. Most deals are won not by the person who talks the most, but by the one who listens best.

2. Curiosity

Curiosity drives great sales conversations. It’s what makes you ask, “Why do you do it that way?” or “What would make that process easier for you?” Genuine curiosity opens up opportunities that a rehearsed pitch never could. The best salespeople are detectives, not just presenters.

3. Emotional intelligence

Sales isn’t just about numbers and targets. It’s about people. Emotional intelligence helps you understand and manage both your own emotions and your customer’s. Reading the room, picking up on tone, and adapting your approach accordingly can make the difference between a polite no and an enthusiastic yes.

4. Patience

In a world obsessed with instant results, patience might feel old-fashioned. But real relationships take time. The best salespeople know that pushing too hard too soon can kill a deal. Patience allows you to nurture trust and guide the buyer at their pace, not yours.

Patience

5. Storytelling

Facts tell, but stories sell. Yet, storytelling is often overlooked as a skill. A good story makes your message memorable, relatable, and emotionally engaging. It helps the customer see themselves in the solution you’re offering. The best stories are authentic, simple, and relevant to the customer’s world.

6. Adaptability

No two customers are the same. The ability to adjust your approach, tone, or even your entire strategy based on who you’re speaking to is crucial. Adaptability keeps you agile and resilient when things don’t go as planned. It’s also what helps you thrive in uncertain markets.

7. Time management

It’s not the most glamorous skill, but it’s one of the most important. Knowing how to prioritise your time means you focus on the right opportunities instead of spreading yourself too thin. The most successful salespeople don’t just work hard, they work smart.

8. Empathy

Empathy goes hand-in-hand with trust. When you understand your customer’s pain points and genuinely care about solving them, your conversations shift from transactional to transformational. Customers don’t want to be sold to — they want to be helped. Empathy makes that happen.

9. Resilience

Rejection is part of the game. The question is, how do you respond to it? Resilient salespeople bounce back quickly, learn from their experiences, and keep moving forward. Every no brings you closer to a yes, and resilience is what keeps you in the race long enough to find it.

10. Accountability

Taking ownership of your performance is a mark of professionalism. When you stop blaming the market, your leads, or your manager, and start focusing on what you can control, that’s when growth happens. Accountability builds credibility with yourself, your team, and your customers.

Accountability

    So there you have it, ten underrated sales skills that deserve a spot in every salesperson’s toolkit. None of these are flashy or complicated, but together, they form the foundation of real success in sales. They’re what turn average performers into professionals and transactional sellers into relationship builders.

    At KONA Training, we specialise in helping sales teams unlock these powerful but often ignored skills. Because sales isn’t only about closing deals, it’s about building trust, communicating with purpose, and creating success for the long-term. To read more about effective sales strategies, click here.

    If you’re ready to elevate your team’s sales performance, contact KONA Training today for tailored sales training that brings out the best in your people.


    Call 1300 611 288 or Email info@kona.com.au to get started!

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/

    Getting ghosted

    From Ghosted to Closed – How to Win Back Lost Prospects

    Posted on | by Sienna Anderson

    It’s one of the most frustrating feelings in sales, that moment when a once-promising prospect suddenly stops responding. Your emails go unanswered. Your calls go to voicemail. You’re left staring at your inbox, wondering what went wrong.

    If this sounds familiar, you’re not alone. “Ghosting” happens to even the best salespeople. But here’s the good news… with the right approach, many of those lost prospects can be won back. At KONA Training, we work with sales teams every day to turn radio silence into re-engagement, and even closed deals.

    So, let’s talk about how to breathe life back into those conversations that have gone cold.

    First, Don’t Take It Personally

    When a prospect ghosts you, it’s easy to assume the worst: they’ve gone with a competitor, they didn’t like your pitch, or you somehow blew it. But in reality, it’s rarely that personal.
    People get busy. Priorities shift. Projects get delayed. Sometimes, your prospect fully intends to respond – but your email gets buried under 200 others.


    At KONA Training, we remind salespeople to approach ghosted leads with empathy, not ego. The key is to understand before you react. Step back, take a breath, and re-engage strategically rather than emotionally.

    Being ghosted by prospects

    Reconnect with Value, Not Desperation

    When following up, resist the urge to send the classic “Just checking in” email. Those three words might as well say, “I’m desperate for a reply.” Instead, focus on value.


    For example:

    • “Hey Sarah, I came across a case study that reminded me of your team’s project goals. Thought you might find it useful.”
    • “Hi James, since we last spoke, we’ve seen a few clients in your industry get great results from this approach – happy to share some insights if you’re still exploring options.”

      See the difference? You’re not chasing. You’re helping. At KONA Training, we teach salespeople to become trusted advisors, not pushy pursuers. That shift in tone can be the difference between being ignored and being re-engaged.

    Try a Multi-Channel Approach

    If you’ve only been emailing, it’s time to mix things up. Different people respond to different channels.
    Give them a quick phone call. Send a LinkedIn message. If appropriate, mail a handwritten note or small reminder of your last meeting. Sometimes, a simple change in communication method is enough to jog their memory, and their interest.

    Revisit Their Pain Points

    Remember why they reached out in the first place. Prospects ghost when they no longer feel urgency, or when your solution no longer seems relevant. To bring them back, you need to reignite that original spark.

    Ask yourself:

    • Has anything changed in their business since you last spoke?
    • Can you tie your solution to a new challenge they’re likely facing?

      For example:
    • “Hey Alex, when we last chatted, you mentioned your team was struggling with lead follow-up. We’ve recently developed a strategy that’s been helping teams like yours boost response rates by 40%. Would you like to hear how it works?”

      That’s the kind of message that grabs attention – because it speaks directly to their world, not yours. And that’s exactly what KONA Training helps salespeople master: crafting conversations that cut through the noise and hit the heart of the prospect’s problem.
    Circling back

    Know When to Let Go and When to Circle Back

    Not every ghosted prospect can (or should) be revived immediately. But that doesn’t mean they’re gone forever.


    At KONA Training, we encourage teams to create “long-term nurture lists” – prospects who aren’t ready now but might be down the track. Stay in touch in a light, value-driven way: send helpful resources, congratulate them on company milestones, or drop them a note when relevant.
    Often, those quiet, consistent touches turn into re-engagement months later – and you’ll be the first one they call because you stayed professional, patient, and persistent.

    Review What Went Wrong

    Sometimes, ghosting is a symptom of something deeper – maybe your follow-up process isn’t consistent, your discovery questions weren’t strong enough, or your proposal didn’t clearly tie to their goals.

    At KONA Training, we help salespeople dig into these patterns. By reviewing how and why communication dropped off, you can adjust your approach for future prospects. Maybe you need to build stronger emotional connection early on, or maybe your follow-ups need clearer next steps.
    The best salespeople aren’t those who never get ghosted, they’re the ones who learn from it.

    Closing deals

    Being ghosted doesn’t mean the deal is dead, it just means the conversation has paused. With patience, empathy, and a smart, value-driven strategy, you can reignite interest and turn silence into success.

    If your team is struggling to re-engage lost prospects or needs help building stronger follow-up habits, KONA Training can help. Our tailored Sales Training programs teach practical strategies to win back attention, rebuild relationships, and close more deals.

    Don’t let great opportunities slip away. Contact KONA Training today and learn how to turn ghosted leads into loyal customers.
    Call 1300 611 288 or Email info@kona.com.au

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/

    Prospecting

    Why Your Sales Team Needs a Prospecting Rhythm

    Posted on | by Sienna Anderson

    If you’ve been in sales for any length of time, you know this: prospecting isn’t glamorous. It’s not as exciting as closing a big deal, and it rarely gets celebrated the same way hitting quota does. But here’s the truth, consistent prospecting is the backbone of every successful sales team. Without it, even your best closers eventually run out of opportunities.


    That’s where a prospecting rhythm comes in. Think of it like a heartbeat for your sales team. It sets the pace, provides structure, and ensures that everyone is constantly moving opportunities through the pipeline rather than waiting for deals to magically appear.


    At KONA Training, we’ve seen time and time again that the sales teams who master prospecting rhythms are the ones who grow sustainably, not just in the good months, but all year round.

    Prospecting

    What Is a Prospecting Rhythm?

    A prospecting rhythm is a structured, repeatable schedule of prospecting activities your sales team commits to every single week. Instead of random bursts of outreach when the pipeline looks thin, it’s a steady cadence that keeps the funnel full.


    This rhythm can include:
    • Daily prospecting blocks – time set aside to make calls, send emails, and connect on LinkedIn.
    • Weekly follow-ups – re-engaging old leads or circling back on earlier conversations.
    • Networking and local outreach – attending events or reaching out to community contacts.
    • Regular pipeline reviews – making sure leads don’t go cold or fall through the cracks.

    When teams stick to this rhythm, prospecting becomes a habit rather than a chore. And just like with exercise, consistency beats intensity every time.

    Why It Matters More Than Ever

    The sales landscape has shifted. Prospects are busier, more informed, and more cautious with who they give their time to. This means your salespeople can’t afford to wait around for inbound leads or rely on chance encounters.


    Without a rhythm, salespeople often end up in a “feast or famine” cycle:
    – One month, they’re fully focused on prospecting and building pipeline.
    – The next, they’re swamped with proposals and closing deals, so prospecting takes a back seat.
    – Fast forward, and suddenly there’s a dry spell because the pipeline is empty again.

    Sound familiar? It’s exhausting, unpredictable, and demotivating for the team.

    At KONA Training, we work with sales managers and their teams to break that cycle. By setting clear prospecting rhythms, salespeople avoid the burnout of “catch-up prospecting” and build a steady, predictable flow of opportunities.

    Prospecting funnel

    The Benefits of a Strong Prospecting Rhythm

    When your sales team has a rhythm, you’ll notice a few game-changing shifts:
    • Consistent Pipeline Growth – Leads keep flowing, so salespeople never hit the panic button.
    • Improved Confidence – Salespeople feel more in control when they know they’re doing the right daily activities.
    • Better Time Management – Dedicated prospecting time stops distractions from taking over.
    • Increased Accountability – With clear rhythms, managers can coach more effectively and measure performance.
    • Sustainable Sales Results – No more rollercoaster months—just steady progress.

    These directly impact revenue, team morale, and business growth for the long-term.

    How KONA Training Helps Sales Teams Lock In Their Rhythm

    Here’s the good news: creating a prospecting rhythm doesn’t require reinventing the wheel. It requires discipline, clarity, and the right coaching. That’s where KONA Training comes in.

    We don’t hand your team a generic script or a “one-size-fits-all” schedule. Instead, we work with you to:
    • Identify your ideal customer profile and where to find them.
    • Design a prospecting rhythm that matches your team’s strengths and market.
    • Train salespeople to use their time effectively and avoid common prospecting mistakes.
    • Build accountability systems that make the rhythm stick, week after week.

    The result? A team that no longer dreads prospecting but approaches it with focus, energy, and confidence.

    Effective sales prospecting

    If you want your sales team to succeed long-term, you can’t leave prospecting up to chance. A well-designed prospecting rhythm gives your team structure, confidence, and the consistency needed to keep the pipeline healthy all year round.


    At KONA Training, we specialise in helping sales teams build rhythms that actually stick, and translate into measurable results. If your team is struggling with inconsistent prospecting or falling into the feast-or-famine trap, now is the time to act.

    To learn why KONA’s sales training processes are preferred over more traditional sales training methodologies (such as the Miller Heiman sales process) – read more here. Or, to learn more about effective strategies in sales, click here.

    Contact KONA Training today to discuss tailored Sales Training for your team. Let’s build the rhythm that drives your sales success.


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

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/

    Champion team

    What Sales Teams Can Learn from Elite Sports Teams

    Posted on | by Sienna Anderson

    When you watch elite sports teams in action, it’s easy to get caught up in the highlights, the incredible goals, the last-minute wins, the jaw-dropping plays. But if you take a closer look, the real magic isn’t just in those moments. It’s in the preparation, the teamwork, and the relentless pursuit of improvement.


    The truth is, sales teams can learn a lot from elite sports teams. Both worlds are high-pressure, performance-driven, and fiercely competitive. And the strategies that help athletes excel can also transform your sales team into a well-oiled, results-driven machine.


    At KONA Training, we often use sports analogies in our sales and leadership programs because they resonate so well with salespeople. Let’s explore some of the key lessons your team can take from the sports world.

    Elite sports team

    Lesson 1: Practice Makes Perfect

    Even the best athletes don’t rely solely on talent. They practice relentlessly. Refining their skills, learning new techniques, and preparing for every scenario.
    The same principle applies to sales. Top-performing salespeople consistently practice their prospecting, pitching, and objection-handling. They don’t wait for the perfect client to appear, they create the perfect approach through repetition and feedback.


    At KONA Training, we work with sales teams to build consistent practice routines. This might include role-playing calls, refining email scripts, or rehearsing presentations. Just like athletes, the more your team practices, the more confident and effective they become.

    Lesson 2: Teamwork Wins Championships

    No athlete succeeds alone. Even in individual sports, coaches, trainers, and support staff are essential. The same is true for sales.


    Sales teams that collaborate, share insights, and support one another consistently outperform teams that operate in silos. This is where strong leadership comes in – creating an environment where everyone works toward shared goals while also being accountable for their own performance.


    KONA Training helps managers build cohesive, high-performing teams. Through targeted training and coaching, we ensure that every salesperson understands their role, communicates effectively, and contributes to the team’s overall success.

    Mindset matters

    Lesson 3: Mindset Matters

    Elite athletes know that mindset can make or break performance. Confidence, resilience, and focus allow them to recover from mistakes quickly and stay motivated through challenges.
    Sales is no different. Rejection, missed quotas, and tough clients are all part of the game. Teams that cultivate a resilient, positive mindset bounce back faster, stay motivated, and maintain high performance.
    At KONA Training, we provide tools and strategies to help sales teams develop this mindset. From mental preparation techniques to goal-setting frameworks, we ensure your team is mentally equipped to win.

    Lesson 4: Measure, Analyse, Improve

    In sports, every action is tracked, analysed, and reviewed. Performance stats, video replays, and post-game analyses help athletes identify strengths and weaknesses.
    Sales teams that measure their activity and results gain the same advantage. Tracking metrics like conversion rates, call activity, and pipeline velocity provides the insights needed to continuously improve.


    KONA Training specialises in helping sales teams set up performance tracking and review systems. We turn raw data into actionable insights so your team can make smarter decisions and refine strategies in real time.

    Lesson 5: Celebrate Wins and Learn from Losses

    Elite teams celebrate victories, but they also debrief losses to learn and improve. Sales teams should do the same. Recognising achievements keeps motivation high, while constructive reviews of setbacks create growth opportunities.


    With KONA Training, we guide sales leaders in implementing effective feedback loops and recognition systems. Your team will celebrate wins, learn from losses, and keep pushing toward greater results.
    Elite sports teams don’t succeed by accident. They succeed because they train hard, collaborate, maintain the right mindset, and continuously improve. Sales teams that adopt these same principles can achieve remarkable results.

    Winning team


    At KONA Training, we specialise in translating these high-performance lessons into actionable sales strategies. Whether it’s building skills, developing team cohesion, or enhancing mindset, we tailor our training to your team’s unique needs.

    Contact KONA Training today to discuss tailored Sales Training that will help your team perform like champions.
    Call 1300 611 288 or Email info@kona.com.au

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/

    Managing vs. Leading

    Are You Managing a Sales Team or Leading One? The Difference Matters

    Posted on | by Sienna Anderson

    When running a sales team, there’s a big difference between managing and leading. Too often, sales managers fall into the trap of thinking that their role is about checking boxes—reviewing numbers, updating reports, and making sure tasks are completed. While these things are important, they only scratch the surface of what it takes to build a high-performing sales team.


    At KONA Training, we’ve seen it time and again: the best sales managers are actually sales leaders. And the difference matters—because leadership inspires, motivates, and transforms a team into something far more powerful than just a group of people hitting quotas.


    So, are you managing your sales team or leading it? Let’s break it down.

    Managing vs. Leading

    Managing a Sales Team

    Management often comes down to control and oversight. A manager’s focus is on processes, compliance, and outcomes.

    If you’re managing, you might find yourself spending most of your time on:
    • Monitoring activity levels: How many calls, meetings, or proposals did the team complete?
    • Tracking KPIs and sales numbers.
    • Making sure processes and CRM systems are followed.
    • Reporting up the chain about progress and results.
    • Putting out fires when problems arise.
    This type of work is necessary, but if it’s all you do, your team can quickly feel like they’re just cogs in a machine. They’ll follow orders, but they won’t go the extra mile. They’ll hit targets (if pushed hard enough), but they won’t grow in capability, confidence, or resilience.

    Leading a Sales Team

    Leadership, on the other hand, is about vision, inspiration, and empowerment. Leaders create an environment where salespeople want to succeed—not just because they have to, but because they’re genuinely motivated and believe in the mission.


    At KONA Training, we define sales leadership as the ability to:

    • Inspire a shared vision. Instead of just telling the team to hit $1 million this quarter, a leader paints a bigger picture of what that success means for the company, customers, and the team’s own growth.
    • Coach, don’t command. Leaders spend time developing their people, providing feedback, and helping them improve their skills rather than just giving instructions.
    • Empower decision-making. Instead of micromanaging, leaders trust their team to make smart choices. This builds ownership and accountability.
    • Model resilience and positivity. When times are tough (and they always get tough in sales), leaders stay calm, focused, and solution-oriented—setting the tone for the whole team.
    • Celebrate wins and learn from losses. Leaders make sure their people feel valued and supported, even when deals don’t go the right way.

      When you lead instead of just manage, your sales team becomes more than a group of individuals chasing numbers. They become a motivated, resilient, and adaptable force that can consistently deliver results—even in challenging markets.
    Difference between leading and managing

    Why the Difference Matters

    The truth is, you can hit short-term targets by managing. But you’ll never build long-term success without leading.


    A managed team might deliver results because they’re told to. A led team delivers results because they want to. And that difference shows up in:
    • Higher engagement and motivation.
    • Lower turnover (salespeople stay where they feel inspired and supported).
    • Stronger customer relationships (because a motivated salesperson serves customers better).
    • More consistent performance.
    At KONA Training, we’ve worked with countless organisations where the shift from managing to leading has been a complete game-changer. Salespeople who once just did the minimum suddenly started taking ownership, becoming proactive, and driving results well beyond expectations.

    How to Make the Shift

    If you’re wondering whether you’re more of a manager than a leader, here’s the good news: leadership can be learned. It’s not about personality—it’s about skills, mindset, and habits.


    Here are a few starting points we teach at KONA Training:
    • Ask more questions than you give instructions. Coaching is about helping your team find answers, not just telling them what to do.
    • Focus on development, not just results. Invest in your people’s growth. Teach them how to think, not just what to say.
    • Communicate the “why.” People are far more motivated when they understand the bigger picture.
    • Lead by example. Show the work ethic, resilience, and positivity you want your team to model.

    Lead your team

    Managing a sales team might keep the wheels turning, but leading a sales team will take you places. Leadership is what transforms good teams into great ones, and average salespeople into top performers.
    If you’re ready to move from managing to leading, KONA Training can help. We specialise in Sales Management Training tailored to your organisation’s needs, giving you the tools, strategies, and confidence to lead your team to lasting success.

    Contact KONA Training today and take the first step toward becoming the leader your sales team deserves.


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

    Contact Us


    Author – Garret Norris –     https://www.linkedin.com/in/garretnorris/

    Sales Strategy Plan

    Is Your Sales Strategy Stuck in the Past? Signs It’s Time for a Refresh

    Posted on | by Sienna Anderson
    Sales Strategy Plan

    Sales is one of those fields that never really stands still. Buyer behaviours shift, technology evolves, and industries are constantly disrupted. Yet, many businesses keep using the same old sales strategies they relied on years ago—hoping they’ll still deliver results. The problem? What worked five years ago might be costing you sales today.


    At KONA Training, we often meet business leaders who say, “Our team is doing everything right, but sales aren’t growing.” Nine times out of ten, the issue isn’t their product or their people—it’s their outdated sales strategy.


    So, how do you know if your sales approach belongs in the past? Let’s outline the warning signs.

    1. You’re Still Leading with Product Features

    If your pitch starts with “Here’s what our product does,” you may already be losing prospects. Buyers today are bombarded with options and have access to more information than ever before. They don’t want to hear a laundry list of features—they want to understand outcomes.
    A modern sales strategy focuses on solving problems, not pushing features. At KONA Training, we teach sales teams how to shift their conversations to value and results, which is what truly resonates with today’s buyers.

    2. Your Strategy Relies Too Heavily on Cold Calling

    Cold calling isn’t dead—but treating it as your primary strategy is a red flag. Buyers now prefer to research online, read reviews, and ask their networks before ever talking to a salesperson. If your sales team is still making endless cold calls without a digital strategy in place, you’re falling behind.
    The smarter approach is blending outreach with inbound techniques like content, social selling, and consultative conversations. That’s where sales strategy needs a refresh.

    Plan your strategy

    3. You Compete Mostly on Price

    If discounting is your go-to move to win deals, your strategy is outdated. Competing on price used to work in a less crowded market, but now it’s a race to the bottom. Today’s buyers look for partners who understand their challenges and offer measurable value.
    A strong sales strategy positions you as the expert who can deliver ROI, not the cheapest option. At KONA Training, we help salespeople build confidence in holding the line on price by focusing on value-driven conversations.

    4. Your Sales Cycle Is Dragging On

    Are deals taking longer and longer to close? That’s often a symptom of outdated methods. Long, drawn-out pitches and multiple back-and-forths no longer match the pace of modern business.
    Today’s buyers expect quick insights, clarity, and flexibility. If your sales cycle is lagging, it may be time to simplify your strategy to match customer expectations.

    5. You’re Not Using Data Effectively

    In the past, sales was mostly gut instinct and experience. While intuition still has value, modern sales leaders rely on data to drive decisions. If you’re not tracking metrics like conversion rates, pipeline velocity, and customer acquisition cost, you’re flying blind.
    An updated sales strategy uses data to spot bottlenecks, refine messaging, and forecast with accuracy.

    6. Training Isn’t Part of the Plan

    Another big indicator of an outdated sales strategy? Treating training as a “one-off event.” Too many companies send their team to a single workshop and assume the job is done.
    But markets evolve. Customer expectations evolve. Competitors evolve. If your sales team isn’t continually learning, your strategy will inevitably stagnate. Ongoing training and coaching are critical to keeping your sales approach fresh, relevant, and effective.

    Choose the path for your strategy

    An outdated sales strategy is like running a race in worn-out shoes—you might finish, but you won’t perform at your best. If you see any of these signs—focusing too much on features, competing on price, dragging out the sales cycle, or ignoring data—it’s time to rethink how your team approach selling.

    At KONA Training, we help businesses modernise their sales strategies so their teams can adapt, stay relevant, and close more deals with confidence. A refreshed strategy isn’t about keeping up—it’s about staying ahead.

    To learn why KONA’s sales training processes are preferred over more traditional sales training methodologies (such as the Miller Heiman sales process) – read more here. Or, to read more about the importance of updating your sales strategy, click here.

    Contact KONA Training today for tailored Sales Strategy Training that will help your business thrive.
    Call 1300 611 288 or Email info@kona.com.au

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/

    Dealing with difficult customers

    The Psychology Behind Difficult Customers and How Salespeople Can Win Them Over

    Posted on | by Sienna Anderson

    Every salesperson, no matter how experienced, has faced the dreaded difficult customer. They’re the ones who push back on every detail, question your expertise, or seem impossible to satisfy. But here’s the truth: behind every difficult customer is psychology at play. If you understand what’s driving their behaviour, you’ll know how to respond—and even turn them into loyal buyers.


    At KONA Training, we believe that mastering the psychology of customers—especially difficult ones—is a critical skill for salespeople. Let’s break down why customers act the way they do, and how you can approach them with confidence.

    Dealing with difficult customers

    Why Customers Become “Difficult”

    Not every customer is intentionally trying to make your life hard. In fact, most “difficult” behaviour comes from deeper emotional or psychological needs. Here are some common drivers:

    Fear of making the wrong decision

    Customers who stall, nitpick, or ask endless questions often aren’t being difficult—they’re afraid. The wrong purchase could mean wasted money, wasted time, or risk to their reputation. Their resistance is actually about self-preservation.

    Desire for control

    Some customers want to feel like they’re in charge of the buying process. If they sense you’re steering too aggressively, they push back. For them, saying “no” is a way to regain power.

    Past negative experiences

    Customers may have been burned before by pushy sales tactics or poor service. That history colours their behaviour, making them more guarded or skeptical.

    Different personality types

    A high-detail, compliance-driven customer will ask endless technical questions, while a dominance-driven customer might challenge your authority. This is where tools like DISC profiling—something we emphasize at KONA Training—help salespeople adapt their approach.

    Reset your mind

    The Mindset Shift Salespeople Need

    The first mistake many salespeople make is taking customer resistance personally. Difficult behaviour isn’t about you—it’s about the customer’s internal drivers. When you reframe a “difficult customer” as simply a “customer with unmet needs,” you immediately shift into problem-solving mode.


    At KONA Training, we teach salespeople to approach resistance with curiosity instead of frustration. Ask yourself:
    • What’s really going on here?
    • What fear, need, or experience is shaping this reaction?
    • How can I adapt my approach to meet them where they are?

    Practical Strategies to Win Them Over

    1. Listen Twice as Much as You Speak
      When dealing with a difficult customer, resist the urge to over-explain. Instead, let them talk. Active listening not only gives you insight into their concerns but also builds trust. Customers who feel heard are far more likely to soften their resistance.
    2. Acknowledge Their Concerns
      Never dismiss objections or frustration. Phrases like, “I completely understand why you’d feel that way” validate their emotions. This simple step disarms defensiveness and shows empathy—something we stress heavily in KONA Training’s sales workshops.
    3. Use the Power of Questions
      Rather than telling customers why they should buy, ask questions that guide them to their own conclusions. For example:
      • “What would success look like for you in this decision?”
      • “If we could solve X, would that make you feel more confident moving forward?”
      This approach shifts the dynamic—you’re no longer “selling,” you’re helping them solve a problem.
    4. Stay Calm Under Pressure
      Difficult customers may raise their voice or challenge your expertise. The worst thing you can do is mirror that energy. Staying calm and professional signals strength and builds credibility. At KONA Training, we equip salespeople with techniques to manage stress so they never lose composure.
    5. Focus on Value, Not Just Price
      Many “difficult” customers seem obsessed with discounts. But often, price is just a stand-in for deeper concerns about value. Instead of haggling, reframe the conversation around outcomes, benefits, and long-term results.
    Handling difficult customers

    Turning Resistance Into Loyalty

    Here’s the fascinating part: once you win over a difficult customer, they often become your most loyal advocate. Why? Because you’ve proven you can handle their concerns, respect their perspective, and deliver value under pressure.


    We see this transformation all the time in KONA Training programs. Salespeople who once dreaded difficult clients learn to thrive with them. And more importantly, they start to view these interactions not as obstacles—but as opportunities to shine.


    Difficult customers are part of sales. But when you understand the psychology behind their behaviour, you gain the power to respond strategically instead of emotionally. You build trust, showcase your professionalism, and often close deals that seemed impossible at first.


    At KONA Training, we specialise in equipping salespeople with the skills, strategies, and psychology needed to handle any customer with confidence.

    If your team could benefit from mastering the art of dealing with difficult customers, contact KONA Training today for tailored Sales and Customer Service Training that delivers real results.


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

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/

    Missing link

    Why Sales Management Training is the Missing Link to Your Team’s Success

    Posted on | by Sienna Anderson

    Not all training is created equal. The best sales management training goes beyond theory and gives managers the practical tools they need to lead effectively.

    That includes:
    • Coaching Skills – Teaching managers how to develop their people, not just monitor performance.
    o “Knowing where to coach is vital for driving consistent sales growth. That’s why KONA Training developed the Sales Growth Card — a practical framework that helps leaders pinpoint coaching opportunities and accelerate performance.”

    • Motivation Techniques – Understanding what drives each salesperson and creating tailored approaches.

    • Performance Management – Balancing encouragement with accountability in a way that inspires respect.

    • Strategic Thinking – Aligning daily activity with long-term business goals.
    o “In sales management, activity = results. That’s why KONA Training has developed the Sales Activity Calculator — a practical tool that helps sales leaders measure, track, and focus on the activities that truly drive performance. Because when you manage activity, you manage outcomes.”

    • Communication Mastery – Ensuring managers can clearly communicate expectations and feedback.


    When sales teams underperform, most leaders assume the solution is simple: more sales training. They throw resources at teaching their teams new scripts, objection-handling techniques, or closing strategies. And while all of that is useful, it only addresses part of the picture.


    The truth is, even the best-trained salespeople can’t thrive without strong leadership. That’s where sales management training comes in—and why many businesses discover that it’s the missing link between “good enough” and exceptional sales results.

    Missing link


    At KONA Training, we’ve seen this play out countless times. Teams who already had skilled salespeople transformed their performance, not by another round of standard training, but by investing in the best sales management training designed to sharpen leadership at the management level.

    Why Sales Managers Are the Real Growth Drivers

    Sales managers sit at the heart of performance. They’re the ones who coach, motivate, and hold their team accountable. They translate strategy into day-to-day action. Without them, even the most ambitious sales goals remain just numbers on a whiteboard.


    But here’s the challenge: many sales managers are promoted because they were top-performing salespeople, not because they were equipped with leadership skills. Selling and leading are two very different crafts. And unless organisations close that gap with sales management training, they end up with frustrated managers and disengaged teams.


    That’s why KONA Training focuses so much on building strong, confident, and capable sales managers—because when managers thrive, their teams follow.

    What Makes the Best Sales Management Training Different?

    Not all training is created equal. The best sales management training goes beyond theory and gives managers the practical tools they need to lead effectively.

    That includes:
    • Coaching Skills – Teaching managers how to develop their people, not just monitor performance.
    • Motivation Techniques – Understanding what drives each salesperson and creating tailored approaches.
    • Performance Management – Balancing encouragement with accountability in a way that inspires respect.
    • Strategic Thinking – Aligning daily activity with long-term business goals.
    • Communication Mastery – Ensuring managers can clearly communicate expectations and feedback.

    At KONA Training, we customise every program to match your organisation’s needs. That means your managers don’t just learn in theory—they walk away with real-world strategies they can apply immediately.

    Ripple effect

    The Ripple Effect of Strong Sales Management

    When managers are trained well, everything changes:
    • Salespeople feel supported and motivated.
    • Coaching becomes consistent, not occasional.
    • Teams develop a culture of accountability and achievement.
    • Sales performance improves—often dramatically.

    It’s not just about boosting numbers (though that happens, too). It’s about creating a high-performing culture where people want to stay, grow, and contribute. That’s the power of investing in sales management training—and why so many companies that partner with KONA Training see results they didn’t think were possible.

    Time to act

    Why Now is the Time to Act

    The sales landscape is more competitive than ever. Customers are informed, markets shift quickly, and the pressure to deliver results never stops. In this environment, having strong sales managers isn’t optional—it’s essential.

    If you want your team to not only hit but exceed their targets, now is the time to invest in the best sales management training. It’s the missing link your team needs to unlock their full potential.

    Ready to Transform Your Team?

    If you’ve been searching for the best sales management training, look no further. At KONA Training, we specialise in equipping sales managers with the skills, strategies, and confidence they need to drive lasting success.

    Contact KONA Training today to find out how tailored Sales Management Training can transform your managers—and your results. Call 1300 611 288 or Email info@kona.com.au

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/

    Uncover your Sales Strategy

    10 Game Changing Sales Strategies You Can Start Using Today

    Posted on | by Sienna Anderson

    The world of Sales is fast-paced, so standing still isn’t an option. What worked yesterday might not cut it today—and that’s where a strong sales strategy comes in. Whether you’re leading a team of experienced sales professionals or just starting out, refreshing your approach can make all the difference between hitting targets and missing opportunities.


    At KONA Training, we’ve worked with countless businesses to transform their sales performance, and one thing is clear: a well-designed sales strategy can be the difference between average results and extraordinary success. Here are 10 game-changing strategies you can put into action right away.

    Sales strategy

    1. Sell Value, Not Price

    Too many salespeople focus on discounts and deals, but the strongest sales strategy is about demonstrating value. Customers want solutions that solve problems—not just the cheapest option. Position your product or service as an investment, not an expense.

    2. Do Your Homework

    Preparation is a non-negotiable. A powerful sales strategy always starts with research. Know your prospect’s business, their industry challenges, and what matters to them. The more relevant your insights, the more credible you’ll be.

    3. Ask Better Questions

    Great salespeople listen more than they talk. A winning sales strategy includes asking open-ended questions that uncover needs, pain points, and opportunities. Once you truly understand your customer, you can tailor your solution with precision.

    4. Build Long-Term Relationships

    Stop chasing quick wins. A sustainable sales strategy focuses on building trust and long-term partnerships. At KONA Training, we see time and again that strong relationships lead to repeat business and referral—the lifeblood of sales growth.

    5. Leverage Social Selling

    Your prospects are on LinkedIn, Instagram, and even TikTok. Part of a modern sales strategy is showing up where your customers are, providing valuable insights, and building your credibility online.

    6. Master the Follow-Up

    Here’s a game-changer: most sales are made after the fifth follow-up, but most salespeople stop after two. A resilient sales strategy means staying consistent without being pushy. Thoughtful, value-driven follow-ups make all the difference.

    Storytelling in Sales

    7. Use Storytelling to Sell

    Facts tell, but stories sell. A great sales strategy includes weaving customer success stories into conversations. Show how others in a similar position have achieved results with your solution—it’s relatable and persuasive.

    8. Embrace Data and Metrics

    Don’t guess—measure. An effective sales strategy uses data to track performance, conversion rates, and deal cycles. With these insights, you can see what’s working and where to improve. At KONA Training, we help sales teams harness this data for smarter selling.

    9. Collaborate with Your Team

    Sales isn’t a solo sport. Sharing insights, strategies, and wins with your team sharpens everyone’s performance. The best sales strategy is one that encourages collaboration, not competition.

    10. Invest in Continuous Training

    The sales landscape is always evolving. A future-proof sales strategy means continually developing your skills. Partnering with experts like KONA Training ensures your team stays ahead of the curve with proven techniques tailored to your business.

    Uncover your Sales Strategy

    Sales success doesn’t happen by chance—it happens by design. Each of these strategies can give you an edge, but the real transformation comes when they’re implemented consistently and tailored to your unique business challenges.

    At KONA Training, we specialise in building customised sales strategies that drive real results. If you want your sales team to not just meet but exceed their targets, it’s time to take action.

    Contact KONA Training today to discover how tailored Sales Training can transform your team’s performance.
    Call 1300 611 288 or Email info@kona.com.au

    Contact Us

    Author – Garret Norris – https://www.linkedin.com/in/garretnorris/