Index

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

Dont Sweat the Small Stuff...and its all small stuff (Carlson), 106, 127-128 Dun & Bradstreet, 44 duplication factor, 80

echoing, 172

economic growth vs. real growth, 112-113

80/20 rulef96

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

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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Index