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by Sandra MCKEE, Renee P. WALKUP
Selling to Anyone Over the Phone, 2nd Edition
Cover Page
Title Page
Copyright Page
Contents
Acknowledgments
Introduction: Selling “Double Green”
Chapter 1: Setting Up for Success
Apply New Tactics for New Times
Move to Phone Selling Success
Begin Your Prep Work
Launch Your Call Day
Open Calls with Confidence
The Payoff
Chapter 2: Managing Time and Information for Profitability
Improve Your Time-to-Sales Ratio
Locate Quality Customers
Gather and Manage Customer Information
The Payoff
Chapter 3: Identifying Personality Types Over the Phone
The Precise Customer
The Energized Customer
The Assured Customer
The Kind Customer
Personality Matches and the Phone Salesperson
The Phone Salesperson’s Quick-Reference Extra: The Salesperson ↔ Customer Match
The Payoff
Chapter 4: Getting Gatekeepers to Work for You
Engage the Person Answering the Phone
Use Voice Mail to Gain Useful Information for Strategic Calling
The Payoff
Chapter 5: Asking High-Value Questions
Establish or Deepen Your Relationship with the Customer
Use Questions as Tactics
Avoid Asking the Wrong Questions
Guidelines for High-Value Questions
Ask Questions at the Right Time: The Trust Scale
The Payoff
Chapter 6: Listening and Presenting
Listen from “Hello”
Listen for the Customer’s Personality Style
Focus on the Phone: The Listening Challenge
Listen While Presenting: I-N-V-O-L-V-E Your Customer
Vary the Tools You Use for Effective Presentations
The Payoff
Chapter 7: Selling Through Objections
The Value of Objections
Techniques for Handling Objections
Personality-Type Objection Patterns
The Payoff
Chapter 8: Negotiating the Close
Set Up the Close
Eliminate Buyer Anxiety
Ask for the Business
Negotiate: Carve Out the Details
Seal the Close
The Payoff
Chapter 9: Using New Technology in Phone Sales
The Pros and Cons of New Technology
Guidelines for the Strategic Use of New Technology
The Payoff
Chapter 10: Selling to Customers from Other Cultures
The Importance of Time
The Role of the Relationship
Language and Communication Across Cultures
Culture and Personality
Dealing with Cultural Differences
The Payoff
Appendix A: PEAK Personality Type Assessment
Appendix B: Handling Customer Complaints Effectively
Appendix C: How to Present Powerful Proposals That Sell
Index
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Selling to Anyone Over the Phone
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Copyright Page
Selling to Anyone Over the Phone
SECOND EDITION
Renee P. Walkup with Sandra McKee
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