Smart Selling on the Phone and Online: Inside Sales That Gets Results

CONTENTS......Page 8
FOREWORD......Page 15
INTRODUCTION: But I’ve Only Got Four Minutes!......Page 20
CHAPTER 1: TIME MANAGEMENT: Momentum Control......Page 31
Less Control Over How Your Time Is Spent......Page 33
Welcome to Sales 2.0 Overload......Page 34
Less Time Leads to More Paralysis......Page 35
Lead Management Paralysis......Page 36
Power Paralysis......Page 37
Planning Paralysis......Page 38
Two Types of Momentum: Proactive and Reactive......Page 39
Are You Reactive or Proactive?......Page 40
Recapture Prioritization: Learn to Say \"No\"......Page 42
Recapture Planning......Page 44
Recapture Phone Control: Set Non-Negotiable Power Calling Hours......Page 46
Recapture Messaging Control: Determine a Call Objective and Gain Commitment......Page 47
Recapture Tool Control......Page 49
Recapture Lead Qualification Control: Moving It Through the Sales Funnel Faster......Page 50
Telephone Techniques for Managing Time......Page 51
Time Management Strategies......Page 55
CHAPTER 2: INTRODUCING: Selling in Sound Bites......Page 57
Introducing Is Your Moment of Truth......Page 58
The Sales 2.0 Opt-Out Crowd: Selling in a Risk-Averse Marketplace......Page 59
Cold-Calling Works—If You Do It Right......Page 60
There’s No Excuse for Not Doing Your Homework......Page 62
Making a Live Phone Call......Page 63
The Multiple-Touch Rule......Page 66
The Dynamic Duo: Voice Mail + E-Mail......Page 67
Good Subject Lines Generate Response......Page 69
Good E-Mail Messages Get to the Point and Deliver What the Prospect Needs......Page 72
Introducing Strategies......Page 81
CHAPTER 3: NAVIGATING: Avoiding the No-Po’s......Page 83
Navigating Your Way to a Real Deal......Page 84
Navigating Basics......Page 85
Navigating Essentials......Page 86
Power Moves......Page 87
Power Hides......Page 88
Spotting a No-Po......Page 89
Ten Red Flags for Identifying No-Po’s......Page 90
Navigating No-Po’s Using the 2x2 Org Chart Rule......Page 91
Sniffing Out a No-Po......Page 92
Why We Love Our No-Po’s......Page 95
When the No-Po Must Protect His or Her Turf......Page 97
Saying Goodbye to No-Po’s......Page 98
Going Around Your No-Po to Address the Power Buyer......Page 99
Navigating Strategies......Page 102
CHAPTER 4: QUESTIONING: Building Trust, One Question at a Time......Page 104
Questioning Uncovers Needs, Qualifies Needs, Controls Calls......Page 105
Sales 2.0 Is About Substance......Page 106
Quality Versus Quantity: What’s the Difference?......Page 108
You Can No Longer Afford to Waste a Call......Page 109
Strategy and Planning: The Smart Selling Qualification Criteria......Page 110
Current Environment......Page 111
Business Need......Page 112
Decision-Making Criteria......Page 113
Timeframe......Page 114
Next Steps......Page 115
Style: It’s How You Ask the Question......Page 116
Bad Questioning Styles......Page 117
Good Questioning Styles......Page 118
The Order of Questioning: Doing the Questioning Dance......Page 119
Questioning Strategies......Page 122
CHAPTER 5: LISTENING: Letting Go of Assumptions......Page 123
Listening Is About Truth......Page 124
Listening in Sales 2.0: I Can’t Hear You Now......Page 125
Why Salespeople Stop Listening......Page 126
The Listening Model Has Changed......Page 127
Get Out of Your Self-Selling Utopia......Page 128
Listening Limitations......Page 130
Digging for Pain......Page 131
Paraphrasing......Page 133
Asking Precision Questions......Page 135
Listening Without Assumptions......Page 137
Becoming Comfortable with the Silent Pause......Page 138
Note Taking Is Information Capture......Page 139
You Are Only as Good as Your Notes......Page 140
Information Integration......Page 141
Listening Strategies......Page 144
CHAPTER 6: LINKING: Selling to Power Buyers......Page 145
Linking Connects You with C-Level Decision Makers......Page 146
Why Sales Reps Don’t Call High......Page 147
Sales 2.0 Has Redefined Power......Page 148
Align Yourself with Influence......Page 149
Using the Org Chart to Find Hidden Power......Page 151
Recognizing Power Buyers over the Phone......Page 155
Talking Points......Page 156
Invited In or Shut Out?......Page 157
Spotting Power Buyers Throughout the Sales Cycle......Page 158
Early in the Sales Cycle: They’re Quick and Take Action......Page 159
End of the Sales Cycle: They Keep Their Commitments......Page 160
Live and Breathe Their World......Page 161
The Org Chart: Your Power Playlist......Page 162
Make Your Contribution to the Power Buyer Clear......Page 163
Learn to Talk Up the Pain Chain......Page 164
The Power Game......Page 166
Reclaim Your Power Now!......Page 167
Linking Strategies......Page 169
CHAPTER 7: PRESENTING: It’s Showtime!......Page 171
Taking Presentations Seriously......Page 172
Hold That Pose......Page 174
Why Your Prospects Bail......Page 175
Understand the Process......Page 176
Webinar......Page 178
Technical Demo and Evaluation......Page 179
Know Who’s Driving......Page 180
Manage Logistics......Page 181
Don’t Let Technology Trip You Up......Page 182
The Rules......Page 183
Think About Your Content......Page 187
Articulate Your Value Proposition......Page 188
What’s the ROI?......Page 189
What’s Your Competitive Advantage?......Page 190
Presenting Strategies......Page 192
CHAPTER 8: HANDLING OBJECTIONS: Bring Them On!......Page 194
The Brutal Truth About Objections......Page 195
Riding the Objection Tidal Wave in Sales 2.0......Page 197
How Salespeople Create Objections......Page 198
Poor Self-Image......Page 199
Fear of Rejection......Page 200
Falling into Motivational Traps......Page 201
Types of Objections......Page 203
When Your Prospect Goes Radio Silent......Page 204
The Five Categories of Objections......Page 205
Relationship......Page 206
Authority......Page 207
Price......Page 208
The E-Mail Objection......Page 210
Handling Objections Strategies......Page 219
CHAPTER 9: CLOSING: The Complex Road to Gaining Commitment......Page 221
Sales 2.0: The Complex Close......Page 223
Master Your Sales Skills......Page 224
Introducing......Page 225
Listening......Page 226
Partnering......Page 227
How the Funnel Works......Page 228
Good Funnel Habits Add Momentum to Your Pipeline......Page 229
Master Your Sales Process: The Key to Accurate Forecasting......Page 233
The Six Stages of a Sales Process......Page 234
Align Your Sales Process with the Prospect’s Buying Process......Page 238
Look for the Compelling Event......Page 240
Remember That Customers Are Not Always Driven by Price......Page 241
Work Out Your Self-Confidence Muscles......Page 242
Closing Strategies......Page 245
CHAPTER 10: PARTNERING: Conscious Collaboration......Page 247
Sales 2.0: Technology Enables Collaboration......Page 249
Secrets of Structuring a Good Inside and Field Partnership......Page 250
How Inside Organizations May Be Set Up to Fail......Page 251
The Best Structure for Effective Field-Inside Teams......Page 253
Communicate......Page 255
Sharing Your Territory Plan......Page 257
Setting Agreements......Page 258
Creating Strategic Alliances and Partnerships......Page 260
Finding High-Potential Alliance Partners......Page 261
Become Part of the Conversation......Page 262
Partnering Strategies......Page 265
EPILOGUE......Page 267
C......Page 268
I......Page 269
N......Page 270
P......Page 271
T......Page 272
Z......Page 273