objections, 190-201

acknowledging and validating, 193-194

clarifying, 194-195

factual vs. emotional, 194-195

responding to and solving, 195

strategy for managing, 193-196

tough questions vs., 193

uncovering up front, 196

validating satisfaction of, 196

obligations, 93-94, 97

observation

learning through, 42-43 prospecting via, 117 openness scale, 129-130 open probes, 157-158 opportunity, 53, 86 order fulfillment, 243-244 organization, 96-98

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ЦШ И1:11

Index

passion pursuits, 41-42

path of least resistance, 28-29

patience, 49-55

pause button, 237-238

peak time, 97-98

penalty box, 170-174

People Smarts (Alessandra), 127

performance

accountability for, 20

compensation and, 20-21

standards, 12

peripheral knowledge, 43-44 persistence, 49-55

accepting the #2 position and, 219-221 close ratios and, 216-219 preparation and, 63-64 self-esteem and, 38 silver platter syndrome and, 51-53 personal development, 41-42 personal life, 15. See also balance personal planners, 99 PEZ method, 76, 175 planning and preparation, 59-87 account classification and, 80-87 for cold calls, 120

communicating information types and, 78-80

compared, 61-62

consequences of failure to, 62

feature and benefit approach and, 72-74

feature dumps and, 74-77

goal setting and, 32-33

importance of, 59-60

information for, 62-65

information sources for, 65-67

to manage objections, 191

mental preparation in, 104

for negotiations, 228-230, 239

for presentations, 184-185

sales call, 67-71

showing off, 72, 152-154

when to do it, 67

pleasantries, 150-152

power of asking, 206-212

as ingredient of a yes, 213-214

practice, 6

with C accounts, 83-84

in identifying behavioral styles, 143-144

mental rehearsal, 40-41

for presentations, 185

precall checklist, 63

predictability, 78

preparation. See planning and preparation presentation skills, 181-203 customer point of view and, 182-183

ЦШ И1:11

Index

follow-up letters, 25 1 managing objections, 190-201 neutralizing the competition, 183 ten key, 183-190 price

approaching objections to, 195-200 competitive, 198

negotiating, 198-199, 225, 233-236

objection vs. resistance to, 199

value vs., 234-235

when to discuss, 233-234

priorities, 94

proactivity, 94, 101-104

probes, 79

closed, 158-159

conversational, 160

creating demand with, 164-165

for customer expectations, 192

on existing supplier performance, 164-165

feature fishing and, 166

finding objections with, 195

getting permission to ask, 162

to identify decision makers, 158-159

listening and, 163

needs analysis with, 156-157, 163-164

number of, 161

open, 157-158

reflective, 159-160

social approach to, 161-162

problems, acknowledging, 102

procrastination, 27-30

product delivery, 243-244

productive interruptions, 178

productivity, 2, 8

product knowledge

attitude and, 25

feature dumps, 74-77

importance of, 80

in sales success, 18

professional behavior, 12, 22, 256

grooming, etc., 67-69

language, 188-189

in presentations, 188-189

rejection and, 220

professionals, definition of, 98-99

profits, 81

min-max points, 228-230

prospecting, 111-124

cold calls and, 118-124

growth vs. real growth and, 112-113

ideas for, 113-118

importance of, 111-112

PSIP method, 150-156

Psychology Types (Jung), 126

punctuality, 67, 103-104

Purchasing Magazine, 244

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