information (continued) and Internet, 155 push and pull styles, 102-104 quality of, 4, 5 and solutions, 114 and value creation, 84-87 see also databases; Internet

Ingram, Tom, 116

innovations, 84-86

insiders, working with, 20-24

Institute for Global Sales Studies,

7, 43

see also Indiana University internal account contacts, 20-24,

74-75

IBM, 12, 160, 161

Internet, 147-150

and consultative sales, 157-161 and field personnel, 156-157 uses, 151-156, 159

interpersonal skills, 53-54

introductions, 23

inventory, 152-153

issues, exploring, 120-124

King, Jon, 52 knowledge

business, 164-165

mistaken, 5

see also information

Lake, Gilmour, 130 learning

academic, 34, 43-50

double-loop, 40, 169n.4

from mistakes, 40

by observation, 133-138

learning style, 63

linking, of thoughts, 52

listening skills, 32, 139

Lockman, Mike, 142-143, 149

management, self-, 137 managers

and coaching, 64-65, 126-127,

142-145

and feedback, 125-126

and planning, 120

skill set, 137

in team selling, 160-161

top performers as, 142

training for, 143 manipulation, 115-119 marketing

coordination with, 13

students of, 45 methodologies, 47 Microsoft, 160

Miller, Robert B., 21, 168n.7-10 Minnesota Mining and

Manufacturing Co. (3M), 49

mistakes, learning from, 40 Mitzell, Channing (Chap), 18 Momcilovich, Bridget, 45 Motorola, 129

needs

as focus, 11-14, 113

impact of unsolved, 124

and information, 4, 102-105

and price, 100

and solutions, 108-109

three levels, 73-74

and training, 63 negotiations, 97-101

and Internet, 157 new customers

and online sales, 152, 157, 159

and transactional sales, 134 new products, 84-87 Northwestern Mutual, 128 novices, 66-68

objections, 6, 139

and problem perception, 31 objectivity, 78, 80-82 ONeil, Tom, 96 online selling, 158

order review, 152 order status, 148 organizations

internal contacts, 20-24,

74-75

multinational, 148 personnel changes, 24 questions about, 120-122 sales principles, 8, 11-12 top performing, principles of, 8 without sales force, 160

payment terms, 80, 100 persistence, 39-42, 55

to master probing, 54 personality, 53-54 perspective, 115-119, 165 persuasion, 102, 115-119 pharmaceutical industry, 86 planning, sales calls, 120-124, 139

practice, 40, 129, 137-138

see also role play precision, 18 Preston, Jim, 31 price

as decision criterion, 77

on extranets, 152

and Internet, 152-153, 157

lowering, 94-101

negotiations, 97-101

and push versus pull style, 103

versus value, 88-93 principles, of leading sales

organizations, 8 prioritization, 76-78 probing

and customer focus, 19

decision criteria, 76-77

for decision criteria, 97-99

example, 18

improving, 37-38, 54

mastering, 54

and needs-based approach, 63 and objections, 6

and persuasion, 4

and problem recognition,

26-30

for risks, 91-92, 92, 99-100,

problems

identifying, 6, 71

perception of, 25-32

two types, 32 Procter & Gamble, 13-14, 161 procurement functions, 152-153 product development, 12 products

focus on, 12

new, 84-87

specifications, 148 professionalism, 19 Professional Selling Skills (PSS),

prospect management, 148 quality

and consultative sales, 41-42 as decision criterion, 80, 82, 97 of sales activity, 136

quality initiatives, 13

quantification

of decision criteria, 81-82 and offer differentiation, 78, 81 and risk, 99

of sales activity, 132-136 questions

and business knowledge,

164-165

on decision criteria, 76-77 factual versus issue-based,

120-122

improving, 37-38, 54

and needs-based approach, 63

open-ended versus closed, 47

permission to ask, 112

planning, 124, 139

and problem recognition,

26-30, 36-37

questions (continued) and pull style, 102-103,

103-104

purpose, 115-119 and sales call control, 111 timing, 112-113 quotas, 18

R. R. Donnelley & Sons, 44 Rackham, Neil, 16, 32, 46, 47, 54, 73-74, 78, 81-82, 102, 104

on enthusiasm, 86

on top performers, 137, 139 reading, 138 receptivity, 18 recognition, 144-145 recruiting, 33-34, 44, 49 referral seeking, 135 reinforcement

as success factor, 51

of training, 4-5, 60, 64, 129 rejection, 36-42 relationships

in account organization, 20-24,

74-75

with customers, 18-19, 62-63

with decision-makers, 20-24

with marketing, 13 reliability, 80 reputation, 79, 91 research

behavior-based, 47

customer-based, 46-47

expert-based, 47

versus opinion, 50

before sales calls, 122-124

on training, 64, 140 resistance, buyer, 27 response time, 80, 81 responsibility, 144-145 retainers, 100 rewards, 65, 144 risks

and information style, 103

probing for, 92, 99-100, 101 role play, 34, 52

Rubley, Ted, 134

Ruff, Richard, 66, 86, 117, 165

Rush, Gerald, 58

sales activity, 132-136 sales calls

analysis of, 51, 52

fear of, 38-39

follow-up, 135 investigative stage, 111-114 new versus customer care, 134,

outcome percentages, 41

planning, 120-124, 139

as practice, 40 research on, 46 structure, 124 sales traps

avoidance benefits, 7 causes, 3-5 selection, 6

and six principles, 24-25

Schon, D., 169n.4

self-management, 137

service, 78, 80, 81

skills

acquisition, 171n.15

conversational, 61

interpersonal, 53-54

listening, 32, 139

for managers, 137

probing, 137-138

writing, 150 social needs, 61-63 social style, 61-63 Solomon, Shelby, 136 solutions

customized, 157

as focus, 12-14

and problem recognition,

25-32

timing, 86, 106-110, 140