Dana Walton is an accomplished sales professional with a background in owning and managing gyms, and experience with major brands like Motorola. Currently a sales and marketing specialist at REI Super, Dana is known for her authentic approach and emphasis on adding value.

She discusses with host Ingrid Maynard the critical role of clear expectations in achieving success and how unclear goals can lead to extended setbacks. She emphasises the importance of sales discipline, preparation, and authenticity in overcoming negative perceptions associated with sales.

She highlights the significance of being a servant leader – one who is open, caring, and supportive – and stresses that effective leadership involves setting clear expectations and celebrating both successes and failures. Her advice is to remain authentic – staying true to oneself is crucial for building trust and achieving success in sales.

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The Sales Doctor 

Recognising internal colleagues as customers enhances organisational culture and drives strategic results. That’s according to Stephanie Christopher, a seasoned sales leader with more than 25 years’ experience, currently serving as the Managing Director at Vistage Australia and New Zealand. She is known for her deep insights into sales strategies, customer consciousness, and fostering a culture of excellence within organisations.

She explains how a narrow view of customers, limited to external parties, can lead to inefficiencies and frustration. There is a need for sales professionals to adapt to higher customer expectations and sophisticated research, as opposed to the order-taker mentality some salespeople exhibit. Investment in sales training, therefore, is crucial, especially in challenging economic times, to ensure sales teams remain effective.

Despite the challenges we’re all facing in business, Stephanie insists there are significant opportunities for skilled salespeople to excel and for organizations to gain a competitive advantage by cultivating top talent.

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Vistage 

The Sales Doctor 

Stacey Packer, founder of SP Consulting, shares her philosophy of generosity and relationship-building in business. By giving first—whether through introductions or valuable insights—businesses can build stronger, more meaningful connections. Following up on introductions and referrals is crucial; there is value in thanking the referrer and updating them on the outcomes, which strengthens professional relationships and maintains respect.

Entrepreneurs, she says, should be clear about their values and service expectations to attract and maintain aligned relationships. The principles of mutual mattering—such as unconditional positive regard, celebrating wins, and being compassionate—are central to fostering meaningful and supportive professional relationships.

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Stacey Packer Consulting

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Australian small businesses are grappling with economic uncertainty, talent shortages, and rapid technological advancements, including AI. With a lifetime of experience in the SME marketplace and as Co-founder and Director of the Leadership Think Tank, Jason Tunbridge believes a strong focus on customer needs is essential for business success. Exceptional customer service can turn clients into advocates who promote the business, generating referrals and driving growth even without direct marketing efforts.

Jason insists that a CEO’s active involvement is crucial in creating a robust customer-focused culture, which can lead to long-term business success. The Leadership Think Tank helps CEOs by providing a confidential forum for sharing ideas and strategies across industries, fostering innovative solutions and strategic thinking. CEOs should allocate time for strategic thinking and learning from peers to address business challenges effectively.

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The Leadership Think Tank 

The Sales Doctor 

Named one of the leading customer experience (CX) leaders in the world, Justin Tippett’s 30-year career began on the phone in a call centre; today he’s CEO of the Australian Customer Experience Professionals Association. His expertise spans the impact of AI on CX, the importance of empathy and personalised service, and the need for strategic investment in both technology and human skills.

There’s a been a shift, he says, in call centres handling simple, transactional calls to more complex interactions due to technological advancements. AI has enabled customers to self-serve, by reducing basic queries handled by agents. This shift makes empathy and interpersonal skills crucial for handling intricate customer issues. Justin questions whether companies are investing enough in training their personnel for these higher-level skills.

He explains to host Ingrid Maynard that smaller businesses excel in building personal connections with customers, a practice larger companies could learn from despite their scale challenges. A holistic CX approach, understanding the customer’s lifetime value, and balancing technology with human interaction are essential.

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Australian Customer Experience Professionals Association

The Sales Doctor