index

accounts

on extranets, 151-152 and Internet, 156, 157 relationships within, 20-24, 74-75

Achieve-Global, 130

Acito, Frank, 45

action, theory of, 169n.4

action steps, 41

activity, sales, 132-136

acumen, business, 71

adaptive selling, 46, 61-63

advantages, of products, 12

advertising agencies, 25-30

advice, 139

aggressiveness, 3, 13-19

examples, 16-18 Andersen Consulting, 34 Applied Industrial Technologies,

151-152 Argyris, C., 169n.4 awards, 65

Bank One, 128 Baylor University, 34 beginners, 66-68 behavior, and values, 71 behavioral change

and focus, 66-67, 131

and practice, 138

reinforcement, 65

and theory of action, 169n.4 behavior-based research, 47 Beller, Rick, 140

best practices, 164, 165 big picture, 73-75 body language, 63 books, 138

B2B commerce, 151-155, 158 business acumen, 70-71

career outlook, 156-157,

159-161

Carlson, Jan, 79

Carter, Larry, 158, 159

case studies, 165

catalogs, 151

causes, of fallacies, 3-4

Cegala, Joe, 53

change

behavioral, see behavioral

change customer view, 27, 29 and Internet, 151-155

choices, 155

Cisco Systems, 158-159

closing

transactional versus consultative sales, 132-136, 140 coach(ing)

by account contacts, 20-24 and feedback, 126-127, 138 incentives for, 144 by managers, 126-127,

142-145

and performance, 140

role, 168n.9

by top performers, 4

coach(ing) (continued)

and training, 4-5, 64-65, 129-130 communication

attitudinal approach, 60-61

common language, 57-58

with decision-makers, 173n.1

e-mail, 149-150

with internal champion, 24

learning pathway, 63

with managers, 143

for problem recognition, 32

of problems, 71

and social style, 61-63 competitors

differentiation from, 76-83,

96, 100

and Internet, 154

complex sales, 20-24 closing, 132-136 and price, 96 team selling, 160-161 tri-part focus, 73-74

computers, see databases; Internet

confidence, 70

versus aggressiveness, 17-18

consultative sales

and activity, 132-136 career outlook, 155-161 and feedback, 125-128 and Internet, 148, 156-161 and questions, 116-118 strategies, 4, 41-42

and value, 70, 103-104

contentiousness, 18 contract length, 80 control, of sales call, 111-114 convenience, 80 conversational skills, 61 cooperative style, 18 coordination, 151 Corcoran, Kevin J., 122 cost

versusprice, 91-93, 103-104

of sales, 159-160

and timing, 109 Cotterill, Jim, 62-63 creativity, 100

criteria, for decisions, 76-83, 93,

97-99

culture, 65, 127-128

Cuny, John, 66

customer-based research, 47

customers

attitudinal approach, 60-61 controlling sales calls, 111-114 decision criteria, 79, 81-82 as focus, 4, 11-14, 63, 73-74

and Internet, 147, 154, 158

learning style, 63

motivation, 91-92, 94-101

new, 134, 152, 157, 159 perspective, 115-119, 165 problem perception, 25-32 responses, 16-17, 18 social styles, 61-63

and value, 88-90

value perception, 70 words of, 32 see also needs customization of offering, 157 of training, 54, 164, 165

Dartmouth Group, 7, 51, 86, 138, 139, 171n.15 see also Lockman, Mike databases, 70, 148 debriefing, 40

decision criteria, 76-83, 93, 97-99 decision influencers, 23 decision makers, 20-24, 72-75,

173n.1

delivery, 77, 80

Dell, Michael, 153-154, 160

Dell Computer Corp., 12,

147-148, 159-160 demonstrations, 86

detail, level of, 73-75

development

and coaching, 64-65 and feedback, 127-128 of product, 12

of salespeople, 51-55, 144-145

DeVincentes, John, 104 differentiation, of offerings,

76-83, 96, 100 DISC, 46

distribution, via Internet, 155 dominance, 17 downsizing, 156-157

e-commerce, 151-156, 158 Edelsack, Leon, 67 Edison, Thomas, 39 education, 34, 43-50

sales major, 47

see also training 80/20 rule, 5-6

Eli Lilly Co., 59

e-mail, 149-150

enthusiasm, 86-87

examples

aggressiveness, 16-18 problem perception, 27-30

exchanges, Internet-based,

152-153

experience, 40, 97-99 expert-based research, 47 expert opinions, 140 extranets, 151-152, 158 eye movements, 63

failures, 36-42

rate reduction, 49 fallacies, causes of, 3-4

fear, 38-39

features, of products, 12

feedback

about mistakes, 40

requesting, 130-131

as success factor, 51-52, 54

and training, 59, 60, 64, 129

financial factors, 72 flexibility, 79 focus

in behavior change, 66-67, 131

in complex sales, 73-74

on customer needs, 4, 11-14,

63, 113

of power, 74

of receptivity, 73

on solutions, 11-14, 25-32, 86

on users, 73-74 follow-up

on sales, 135

on training, 129-131 Forrester Research, 158 friendliness, 18 Fritz, Jerry, 79 Furey, Tim, 157 future trends, 163-165

Gates, Bill, 156

Gitomer, Jeffrey, 150 global view, 73-75 Goldman Sachs, 158

Heiman, Stephen E., 21, 168n.9 Hewlett-Packard, 128 Hinkle, Chris, 148 Hoffberg, Kevin, 122 holistic approach, 70-71 Holtz, Lou, 37 humor, 150

image, 27-28

implementation, 90, 92, 100 incentives, 144 Indiana University, 34

see also Institute for Global Sales Studies inferences, 4 information

background, 120-122

inference from, 4