Contents
Introduction: Selling “Double Green”
Chapter 1: Setting Up for Success
Apply New Tactics for New Times
Chapter 2: Managing Time and Information for Profitability
Improve Your Time-to-Sales Ratio
Gather and Manage Customer Information
Chapter 3: Identifying Personality Types Over the Phone
Personality Matches and the Phone Salesperson
The Phone Salesperson’s Quick-Reference Extra: The Salesperson ↔ Customer Match
Chapter 4: Getting Gatekeepers to Work for You
Engage the Person Answering the Phone
Use Voice Mail to Gain Useful Information for Strategic Calling
Chapter 5: Asking High-Value Questions
Establish or Deepen Your Relationship with the Customer
Avoid Asking the Wrong Questions
Guidelines for High-Value Questions
Ask Questions at the Right Time: The Trust Scale
Chapter 6: Listening and Presenting
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
Chapter 7: Selling Through Objections
Techniques for Handling Objections
Personality-Type Objection Patterns
Chapter 8: Negotiating the Close
Negotiate: Carve Out the Details
Chapter 9: Using New Technology in Phone Sales
The Pros and Cons of New Technology
Guidelines for the Strategic Use of New Technology
Chapter 10: Selling to Customers from Other Cultures
Language and Communication Across Cultures
Dealing with Cultural Differences
Appendix A:
PEAK Personality Type Assessment
Appendix B:
Handling Customer Complaints Effectively