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Index
C
C accounts, 82“87
changing the terms of, 85
doubling prices of, 84
getting rid of, 83, 85“86
negotiating with, 229“230
as practice, 83“84
recognizing, 87
time management and, 95
Canadian Ski Patrol System, 29
Carlson, Richard, 106, 127“128
Carnegie, Dale, 43
Carnegie Foundation, 18
certification, 20
challenges, 44“49
planned vs. spontaneous, 48“49
change, 255
embracing, 23
importance of, 5“6
selling as, 17
Changing the Game (Wilson), 181
Chapman, Elwood, 26
Chilton, David, 42, 214
Clarke, Jamie, 50
closed probes, 158“159
Close It Right, Right Now (Dartnell), 209
close ratio, 2
doubling, 216“219
evaluating current, 218
targeting, 218“219
closing the sale, 205“222
accepting second place and, 219“221
confirming vs., 205“206
doubling your close ratio, 216“219
engineering commitment in, 205“206
fear or, 206“207
first calls and, 70
how to, 208“212
initial vs. final confirmation in, 224“225
negotiation and, 224“227
no vs. know and, 212“213
power of asking in, 206“212
techniques for, 209“210
three ingredients of a yes in, 213“214
tips for, 216
when to, 214“215
clothes, 67, 68“69, 150“151
for presentations, 188“189
Thinkers, 135
clutter, 96“98
cold calls
best times for, 122“123
definition of, 118
follow-up letters, 252
inverse bridging in, 168“170
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professional, 118“124
prospecting via, 118
ride-alongs, 123
comfort zone, 44“49
planned vs. spontaneous stretching, 48“49
commitment, 23
engineering, 205“206
to goals, 35
to time management, 96“98
committees, presenting to, 186
communication. See probes
in action plans, 242“243
behavioral flexibility and, 125“145
follow-up, 244, 247“254
jargon and, 187
model of, 125
sensitivity in, 174“175
compensation, 53
performance and, 20“21
competitive edge, 1, 164
complacency, 256
computers, personal planners vs., 99“101
concessions, 231, 232
price negotiations, 234“235
confessions, 233
confidence
cold calls and, 123“124
enjoying yourself and, 183“184
in negotiation, 227“228
in price negotiation, 233“234
probes and, 155
in sales success, 18
self-esteem and, 38
selling yourself, 80, 200“201
confirming the sale, 205“222
contact management software, 101
Control Data Corporation, 2
conversational probes, 160
cookie-cutter calls, 69“70, 156
cooling-off periods, 232
core competencies, 3
core knowledge, 43“44
corporate cascading, 122
corporate hygiene, 67
corporate incentives, 53
corporate jargon, 187
creative negotiation, 223“240
creative visualization, 40“41
credibility, 153
customers
advanced, 17“18
allies, 13“14
answering questions of, 170“174
attrition rate of, 112, 248“250
bags of wind, 16
behavioral flexibility and, 125“145
born-again, 15“16
dealing with complaints by, 102“103
different vs. difficult, 139“140
external, 13
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gathering information about, 62“65
internal, 14“15
keeping, 248“250
knowledge of, 59
on planning and preparation, 62
point of view of, 182“183
prospecting for, 111“124
prospecting via, 117“118
repeat, 15
time limits by, 78“79
top annoyances of, 59
training, 243
types of, 13“16
unexpected inquiries from potential, 66“67
customer satisfaction, 148“149, 243“244
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Index
D
deadlocks, 232“233
decision makers
allies, 13“14
cold calls and, 120“122
external customers, 13
identifying, 158“159
decoding. See communication
delegating, 93“94, 241“243
demand, creating, 164
dialogue, 18
differentiation, 1
attitude in, 256
with client knowledge, 66“67
features and, 80
needs analysis and, 148“149
planning in, 63
probes for, 156, 164“165
sales entrepreneurs in, 19“20
dinner, 109
directness scale, 129“130
Directors, 126, 132“133
recognizing, 141, 142, 143
tailoring presentations for, 185“186
discipline
action and, 28“30
goals and, 36
proactive strategy and, 102“103
discomfort zone, 45“47
discovery process, 148“149. See also probes
disruption, selling as, 17
Donaldson, Michael, 237
Donaldson, Mini, 237
Don't Sweat the Small Stuff...and it's all small stuff (Carlson), 106, 127“128
Dun & Bradstreet, 44
duplication factor, 80
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Index
E
echoing, 172
economic growth vs. real growth, 112“113
80/20 rule, 96
Emerson, Ralph, 184
emotional distance, 236“238
empathy, 1“2
empowerment
attitude in, 26
self-esteem and, 38
encoding, 175. See also communication
energy levels, 97“98
stress and, 105“107
winning edge and, 147“148
expectations
closing and, 207
exceeding, 181, 187“188, 256
objections and, 192
synchronizing, 52“53, 154
external customers, 13
extroverts, 129
Relaters, 136“138
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Index
F
FAB approach, 74
face time, 96“97
failure
comfort-zone syndrome and, 45“49
in follow-through, 244
planning and, 59“60
Families and Work Institute, 105
family. See also personal life
FDH syndrome, 37
fear
of closing, 206“207
of cold calling, 119
comfort-zone syndrome and, 49
customer, 213
of negotiating, 237“238
winning edge and, 147“148
feature dumps, 74“77
brochures as, 75“76
informing vs., 154
price negotiation and, 199
so-what information in, 79“80
feature fishing, 166
features, 72“74
bridging, 79, 166“170
categories of, 73
definition of, 73
duplication factor in, 80
FAB approach and, 74
inverse bridging, 168“170
in purchase decision, 76“77
feedback, action plans and, 189“190
Feelers, 126
feel-felt-found method, 195
field trips, 189
fight or flight approach to negotiation, 226“227
first impressions, 149, 152
flexibility
in negotiation, 228“230
time management and, 103
focus, 35“36
follow-up, 244, 247“254, 256
letters for, 250“253
Ford, Henry, 45
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ABC Amber CHM Converter Trial version, http://www.processtext.com/abcchm.html




Index
G
gatekeepers, 120
follow-up letters, 251
Gates, Bill, 29
goals, 30“37
benefits of setting, 34“36
commitment to, 35

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