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by Jeb Blount
Sales EQ
Cover
Title Page
Copyright
Dedication
Foreword
Chapter 1: The Mysterious Brown Bag
The Lesson of a Lifetime
A Front-Row Seat into the Mind of a UHP
Chapter 2: A Perfect Sales Storm
Meet the Ultra-High-Performance Sales Professional
Note
Chapter 3: The Irrational Buyer
Nail-Biting Suspense
The Answer
The Reason
To Buy Is Human
The Secret Ingredient
Approach Buyers the Way They Buy
Notes
Chapter 4: Pattern Painting, Cognitive Biases, and Heuristics
Pattern Monster
Pattern Painting
Mental Shortcuts
People Act on Emotion and Justify with Logic
Notes
Chapter 5: The Four Levels of Sales Intelligence
Innate Intelligence
Acquired Intelligence
A Thirst for Knowledge
Technological Intelligence
Emotional Intelligence
IQ + AQ + TQ + EQ—A Powerful Combination
Notes
Chapter 6: Shaping Win Probability
Poetry
Win Probability Is the First Rule of Ultra-High Sales Performance
Fanatical Prospecting
The Law of Replacement
Disciplined Qualifying
Mapping Stakeholders
Aligning the Three Processes of Sales
Sales EQ and Human Influence Frameworks
Note
Chapter 7: Dual Process
Sales EQ Balances the Scales
Four Pillars of Sales-Specific Emotional Intelligence
Chapter 8: Empathy
The Foundation of Sales EQ
Empathy Scale
Intentional Empathy
Regulating Empathy
Notes
Chapter 9: Self-Awareness
Self-Awareness Is the Mother of High Sales EQ
Psychometric Assessments
Get a Coach or Mentor
Ask for Feedback
Write Down Your Goals and Plans
360-Degree Review
Self-Reflection
Notes
Chapter 10: Sales Drive
Developing Drive
Physical Fitness
Develop Mental Toughness
Notes
Chapter 11: Self-Control
Managing Disruptive Emotions
Genesis of Disruptive Emotions
Fight or Flight
Cognitive Biases
Developing Self-Control
Rise Above Emotion and Choose Your Behaviors
Notes
Chapter 12: Shaping Win Probability Begins with Qualification
Chasing Ugly Deals
Define the Strike Zone
Qualifying Methodologies and Shortcuts
Nine-Frame Qualification Matrix
Measure Every Prospect against Your Ideal Qualified Prospect Profile
Murder Boarding
Note
Chapter 13: Engagement and Micro-Commitments
Testing Engagement
Tune In to Emotions
Micro-Commitments
Leveraging the Value Bias and Consistency Principle
Getting Caught Up in Emotion
Chapter 14: Stalled Deals and Next Steps
The Bane of Sales Organizations
The Cardinal Rule of Sales Conversations
Getting Past the Next-Step Brush-Off
Ledge
Disrupt
Ask
Chapter 15: Sales Process
Disruptive Emotions Disrupt the Sales Process
Winging It
Complexity Is the Enemy of Execution
No Sales Process
Aligning the Three Processes of Sales
Chapter 16: Buying Process
Mapping the Buying Process
The Danger of Getting Out of Sync
Average Salespeople Dance
Shaping the Buying Process
Get There First
Leverage
Average Salespeople Become Buying Process Puppets
Chapter 17: The Five Stakeholders You Meet in a Deal
The Higher the Risk, the More Stakeholders Involved
Know Your Audience
Hearts Before Minds
BASIC
The One Question Ultra-High Performers Never Ask
BASIC Mapping
Chapter 18: Decision Process
Influencing the Decision Process
Aligning the Three Processes of Sales
The Five Questions That Matter Most in Sales
Aligning Decision Making with Social Proof
Notes
Chapter 19: Do I Like You?
No Second Chances with First Impressions
Likability: The Gateway to Emotional Connections
Connect
Pitch Slapping
Ten Keys to Being More Likable
Connecting Is the Gateway to Lowering Emotional Walls and Discovery
Chapter 20: Flexing to Complement the Four Primary Stakeholder Personas
Four Predominant Stakeholder Personas
Director (DISC Equivalent: Dominant)
Analyzer (DISC Equivalent: Conscientious)
Socializer/Energizer (DISC Equivalent: Influential)
Consensus Builder (DISC Equivalent: Steady)
Style Personas Shift
Chapter 21: Sales Call Agenda Framework
Greeting
Call Objective
Check Your Stakeholder's Agenda
Frame the Conversation
Emotional Contagion: People Respond in Kind
Notes
Chapter 22: Do You Listen to Me?
Why People Don't Listen
Four Principles of Effective Sales Conversations
The Fine Art of Listening
Active Listening
Listen Deeply
Activating the Self-Disclosure Loop
Notes
Chapter 23: Discovery: Sales Is a Language of Questions
The Tour
Alpha and Omega
Joe the Interrogator
Ask Easy Questions First
The Power of Open-Ended Questions
Avoid the Pump and Pounce
Fluid Dual Process Discovery
Developing Go-To Questions
Notes
Chapter 24: Do You Make Me Feel Important?
The Most Insatiable Human Need
How to Make People Feel Important
The Law of Reciprocity
Obligation and Win Probability
Notes
Chapter 25: Do You Get Me and My Problems?
You Can't Differentiate When Everything Looks the Same
The Age of Transparency
Do You Get Me?
People Buy for Their Reasons, Not Yours
The Power of Language
Message Matters
The “So What?” Smell Test
The Fine Art of Bridging
The Three-Step Bridging Framework
Notes
Chapter 26: Asking: The Most Important Sales Discipline
Closing
Afraid to Ask
The Assumptive Ask
Shut Up
Chapter 27: Turning Around Objections
How Salespeople Create Objections
Status Quo Bias and Why Buyers Object
You Cannot Argue Stakeholders Out of an Objection
Five-Step Objection Turnaround Framework
Notes
Chapter 28: Do I Trust and Believe You?
Emotional Baggage
You Are Always on Stage
One Brick at a Time
Note
Chapter 29: Amache
Training and Workshops
About the Author
Acknowledgments
Index
End User License Agreement
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