INDEX
A
acceptance, 104-108
active listening, 70-72
emotional, 72
intellectual, 70-71
physical, 71-72
advocate, identifying an, 153-155
appearance, 49-50
asking good questions, 156-163
B
bad questions, 88-90
bad solution selling, fixing, 164-168
barriers, 34-36
baselining, 24-30
being provocative, 68-70
boosting ego, 93-94
building trust, 163-164
buying time, 186-187
categories of movement, 30-36
closed body language, 42-43
comfort, 115
commonalities in movement, 36-41
cultural, 40-41
compound questions, 90
condescension, 113-114
confusion, 110-111
control questions, 83-84
conversation motivators, 183-186
conversation motivators, 98-99
customer need and desires, 129-137
historical, 134-137
moral, 130-131
practical, 129-130
social, 131-132
spiritual, 132-134
D
deferral, 107-108
deflating ego, 94-96
delight, 114
direct questioning, 82-90, 101
disapproval, 109
discomfort, indicators of, 194-204
distraction, 111-112
E
easing fears, 96
ego
suspending your, 63
embarrassment, 112-113
emotional active listening, 72
emotional appeal, enhancing, 91-93, 100
emphasis, 47-48
energy level, 60
enhancing emotional appeal, 91-93
expertise selling, 171-187
F
fear selling, 213-223
risks of, 215-219
fillers, language, 48-49
fixing bad solution selling, 164-168
flattery, 64
G
getting your prospect talking and moving, 65-67
good questions, 83-88, 156-163
H
hoarseness, vocal, 46
hope, 115-116
I
ideas sales, 15
ideas-product hybrid sales, 16
identifying an advocate, 153-155
incoming projection, 30
indecision, 106-107
indicators of discomfort, 194-204
intellectual active listening, 70-71
K
key responses, 104-108
L
language fillers, 48-49
leading question, 89
learning to read body language, 42-43
listening, 64-65
M
managing threats to your expertise, 179-180
mechanics of finding solutions, 153-164
mirroring, 59-60
energy level during, 60
movement during, 60
pacing during, 59
word choice during, 59
moods and mental states, 108-117
negative, 109-114
positive, 114-117
movement
categories of, 30-36
commonalities in, 36-41
movement, 60
N
natural sales skills, 17-21
needs and desires, customer, 129-137
historical, 134-137
moral, 130-131
practical, 129-130
social, 131-132
spiritual, 132-134
negative questions, 89
non-pertinent questions, 86
offering incentives, 91
open body language, 42-43
reinforcing trust through, 61-63
outgoing projection, 30
P
pace, vocal, 45-46
pacing, 59
persistent questions, 84-85
physical active listening, 71-72
pitch, vocal, 44-45
pitfalls of relationship selling, avoiding, 137-141
praise, 64
product sales, 16
product-services hybrid sales, 16-17
props, 49-50
provocative, being, 68-70
Q
questions
bad, 88-90
compound, 90
control, 83-84
direct, 82-90
leading, 89
negative, 89
non-pertinent, 86
persistent, 84-85
repeat, 84
summary, 85-86
vague, 89-90
R
recovering from pitfalls of relationship selling, 141-148
regulating stress, 118-121
reinforcing trust through open body language, 61-63
rejection, 105-106
relationship selling, 127-149
avoiding pitfalls of, 137-141
recovering from pitfalls of, 141-148
repeat questions, 84
risks of fear selling, 215-219
ROI selling, 189-211
ROI, classes of, 206-207
S
safety, 116
sales,
ideas, 15
ideas-product hybrid, 16
product, 16
product-services hybrid, 16-17
services, 16
types of, 15-17
sales skills, natural, 17-21
services sales, 16
smiling with your eyes, 56
solutions, mechanics of finding, 153-164
speaking about yourself, 58-59
stress, regulating, 118-121, 180-182
stridency, vocal, 46
summary questions, 85-86
suspicion, 109-110
T
threats to your expertise, managing, 179-180
tone, vocal, 45
treating people with respect, 61
trust, looking for, 205-211
turnaround technique, 178-179
turning fear selling into relationship selling, 219-223
U
using touch, 57-58
V
vague questions, 89-90
vocal
characteristics, 44-48
hoarseness, 46
pace, 45-46
pitch, 44-45
stridency, 46
tone, 45
volume, 46
volume, vocal, 46
W
white lie, 193-204
word choice, 59