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

ЦШ И1:11

Index

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

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