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by Don Brown, Bill Hawkins, Marshall Goldsmith
What Got You Here Won’t Get You There in Sales!
Copyright Page
Dedication
Contents
Acknowledgments
A Letter from Marshall Goldsmith
Introduction: What Got Us Here: How We Know What to Stop
Section One: The Millennial Challenge
Chapter 1 Hi-Tech/No-Touch—The Game Changes Again
“IT’S THE ECONOMY, STUPID”
ORGANIZATIONAL RESPONSE
CUSTOMER VERSUS COMPANY
THE CHALLENGE AHEAD
Chapter 2 Two Worlds Collide: Functional versus Human
THE ANATOMY OF SELLING
READINESS TO BUY
Chapter 3 Creating Readiness to Buy: The State of the Moment
THE FIVE SCHOOLS OF SALES
TIME
TECHNOLOGY
THE STATE OF THE MOMENT: BEING PRESENT
Chapter 4 An Era of Empathy: The X Factor in Sales
Chapter 5 A New Approach to Change: Easier to Stop Than Start
Section Two: The 16 Habits Your Customers Want You to Give Up
Chapter 6 The Habits That Can Hold You Back in Sales
SHIFTING INTO NEUTRAL
Habit 1—Failure to Be Present
Habit 2—Vocal Filler
Habit 3—Selling Past the Close
Habit 4—Selective Hearing
Habit 5—Contact without Purpose
Habit 6—Curb Qualifying
Habit 7—Using Tension as a Tool
Habit 8—One-Upping
Habit 9—Overfamiliarity
Habit 10—Withholding Passion and Energy
Habit 11—Explaining Failure
Habit 12—Never Having to Say You’re Sorry
Habit 13—Throwing Others under the Bus
Habit 14—Propagandizing
Habit 15–Wasting Energy
Habit 16—Obsessing over the Numbers
Chapter 7 To the Veteran Seller: The Comfort Paradox
THE VOICE OF OUR CUSTOMER
THE SALES VETERAN
John McLean, Director of Sales—NIKE
Christopher Richardson, Vice President Global Sales—Abbott Vascular
Chapter 8 When Service Turns to Sales: The Power of Mindset
Dean Bruce, Manager—Retail Sales Improvement, Ford Customer Service Division
Chapter 9 How to Choose What to Stop
INFORMATION AND EMOTION
GATHERING DATA
CHOOSING A BEHAVIOR
HOW TO CHOOSE WHAT TO STOP
Section Three: How to Get From Here . . . to There
Chapter 10 The Rules Are Different for You: Successful Salespeople and Change
WHAT DOES MAKE A DIFFERENCE?
CHANGE = DISSATISFACTION > RESISTANCE
I HAVE/I CAN/I WILL/I CHOOSE
UNDERSTANDING NATURAL LAW
Chapter 11 Getting Help, Getting Ideas, Getting There
GETTING HELP: RECRUITING STAKEHOLDERS
GETTING IDEAS: PRACTICING FEEDFORWARD
GETTING THERE: FOLLOWING UP VIA PEER COACHING
Section Four: Are We There Yet?
Chapter 12 A Look to the Future: Be Present to Ask, Learn, Follow Up, and Grow
ASK
LEARN
FOLLOW-UP
GROW
Chapter 13 Don’t Give Up: Final Thoughts on Change
HI-TECH/NO-TOUCH DOESN’T WORK
FUNCTIONAL FIRST
CHOOSE EMPATHY
MAKE ROOM FOR POSITIVE BEHAVIORS
EMBRACE “WHAT GOT YOU HERE . . . WILL NOT GET YOU THERE”
BEFORE YOU TREAT, DOUBLE-CHECK YOUR DIAGNOSIS
NARROW IT DOWN
KNOW YOUR ENEMIES
THERE IS NO IDEAL BEHAVIOR
KEEP SCORE
YOU GO FIRST
CODA: Happy Sales
Appendix A
Mindful Attention Awareness Scale (Chapter 3)
Appendix B
Choosing What to Stop (Chapter 9)
Appendix C
Getting Help (Chapter 11)
Appendix D
Getting Ideas (Chapter 11): The FeedForward Process
Appendix E
Getting There (Chapter 11): Peer Coaching
Questions Template
Index
ABOUT THE AUTHORS
Marshall Goldsmith
Don Brown
Bill Hawkins
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Copyright Page
What Got You Here Won’t Get You There
in
Sales!
,
How Successful Salespeople Take It to the Next Level
MARSHALL GOLDSMITH
DON BROWN • BILL HAWKINS
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