In an age of telesales and digital selling, this award-winning business book pinpoints the ten skills essential to high-efficiency, high-success sales performance based on the author's TeleSmart 10 System for Power Selling. Bestselling author and TeleSmart Communications president Josiane Feigon equips salespeople with the powerful tools they need to open stronger, build trust faster, handle objections better, and close more sales when dealing with customers they can't see face-to-face. In Smart Selling on the Phone and Online, you'll learn how to: overcome ten different forms of…mehr
In an age of telesales and digital selling, this award-winning business book pinpoints the ten skills essential to high-efficiency, high-success sales performance based on the author's TeleSmart 10 System for Power Selling.
Bestselling author and TeleSmart Communications president Josiane Feigon equips salespeople with the powerful tools they need to open stronger, build trust faster, handle objections better, and close more sales when dealing with customers they can't see face-to-face.
In Smart Selling on the Phone and Online, you'll learn how to: overcome ten different forms of "paralysis" and reestablish momentum;sell in sound bites, not long-winded speeches;ask the right questions to reveal customer needs;navigate around obstacles to get to the power buyer;and prioritize and manage your time so that more of it is spent actually selling. The world of selling keeps changing, and sales professionals are on the front line of innovation to keep profits flowing. Combining an accessible text with clear graphics and step-by-step processes, Smart Selling on the Phone and Online will help any rep master the world of sales 2.0 and become a true sales warrior.
JOSIANE CHRIQUI FEIGON (San Francisco, CA) is President and Founder of TeleSmart Communications, a global training and consulting company specializing in inside sales. She is the author of the blog TeleSmart, and her articles have appeared in Selling Power, Call Center Magazine, and other industry publications.
Inhaltsangabe
CONTENTS FOREWORD BY JILL KONRATH xiv INTRODUCTION: But I've Only Got Four Minutes! 1 CHAPTER 1: TIME MANAGEMENT: Momentum Control 12 Inside Sales Is About Time 14 Less Time Leads to More Paralysis 16 Be Proactive in a Reactive World 20 Two Types of Momentum: Proactive and Reactive 21 Regain Your Momentum 23 Telephone Techniques for Managing Time 32 Time Management Strategies 36 CHAPTER 2: INTRODUCING: Selling in Sound Bites 38 Introducing Is Your Moment of Truth 39 The Sales 2.0 Opt-Out Crowd: Selling in a Risk-Averse Marketplace 40 Making a Live Phone Call 44 The Multiple-Touch Rule 47 The Dynamic Duo: Voice Mail E-Mail 48 Take E-Mail Control 50 Introducing Strategies 62 CHAPTER 3: NAVIGATING: Avoiding the No-Po's 64 Navigating Your Way to a Real Deal 65 Understanding How Power Works in a Sales 2.0 Environment 68 Stay Out of the No-Po Zone! 70 Navigating No-Po's Using the 2x2 Org Chart Rule 72 Sniffing Out a No-Po 73 Why We Love Our No-Po's 77 When You've Been Stuck with a No-Po Too Long 78 When the No-Po Must Protect His or Her Turf 79 Watch Out for the No-Po Entourage 79 Saying Goodbye to No-Po's 79 Going Around Your No-Po to Address the Power Buyer 80 Navigating Strategies 84 CHAPTER 4: QUESTIONING: Building Trust, One Question at a Time 85 Questioning Uncovers Needs, Qualifies Needs, Controls Calls 86 Sales 2.0 Is About Substance 87 Quality Versus Quantity: What's the Difference? 89 You Can No Longer Afford to Waste a Call 90 The Four Components of Questioning 91 Strategy and Planning: The Smart Selling Qualification Criteria 91 Formulating Questions 97 Style: It's How You Ask the Question 97 The Order of Questioning: Doing the Questioning Dance 100 Questioning Strategies 103 CHAPTER 5: LISTENING: Letting Go of Assumptions 104 Listening Is About Truth 105 Listening in Sales 2.0: I Can't Hear You Now 106 The Listening Model Has Changed 108 Digging for Pain 112 Active Listening 114 Using Verbal Listening Cues 118 Listening Without Assumptions 118 Sales Intuition 119 Becoming Comfortable with the Silent Pause 119 Note Taking Is Information Capture 120 You Are Only as Good as Your Notes 121 Information Integration 122 Listening Strategies 125 CHAPTER 6: LINKING: Selling to Power Buyers 126 Linking Connects You with C-Level Decision Makers 127 Sales 2.0 Has Redefined Power 129 How to Spot the Power Buyers 132 Linking with Influential Executive Assistants 137 Spotting Power Buyers Throughout the Sales Cycle 139 Access Granted! Now What? 142 Giving Yourself Access: You Deserve to Speak with the Power Buyer! 147 Linking Strategies 151 . CHAPTER 7: PRESENTING: It's Showtime! 152 Taking Presentations Seriously 153 It's Sales 2.0: All I've Got Is Four Minutes! 155 Understand the Process 157 Know Who's Driving 161 Be 100 Percent Present When Presenting 164 Think About Your Content 169 Presenting Strategies 173 CHAPTER 8: HANDLING OBJECTIONS: Bring Them On! 175 The Brutal Truth About Objections 176 Riding the Objection Tidal Wave in Sales 2.0 178 How Salespeople Create Objections 179 Why Customers Object 184 The Five Categories of Objections 186 The E-Mail Objection 191 Handling Objections Strategies 200 CHAPTER 9: CLOSING: The Complex Road to Gaining Commitment 202 Closing Means Mastering the Sales Process 204 Sales 2.0: The Complex Close 204 Master Your Sales Skills 205 Build a Healthy Sales Funnel 209 Master Your Sales Process: The Key to Accurate Forecasting 214 Understand Your Customer's Buying Agenda 219 Work Out Your Self-Confidence Muscles 223 Closing Strategies 226 CHAPTER 10: PARTNERING: Conscious Collaboration 228 Sales 2.0: Technology Enables Collaboration 230 Secrets of Structuring a Good Inside and Field Partnership 231 Start Strong 236 Creating Strategic Alliances and Partnerships 243 Partnering Strategies 247 EPILOGUE 248 INDEX 249
CONTENTS FOREWORD BY JILL KONRATH xiv INTRODUCTION: But I've Only Got Four Minutes! 1 CHAPTER 1: TIME MANAGEMENT: Momentum Control 12 Inside Sales Is About Time 14 Less Time Leads to More Paralysis 16 Be Proactive in a Reactive World 20 Two Types of Momentum: Proactive and Reactive 21 Regain Your Momentum 23 Telephone Techniques for Managing Time 32 Time Management Strategies 36 CHAPTER 2: INTRODUCING: Selling in Sound Bites 38 Introducing Is Your Moment of Truth 39 The Sales 2.0 Opt-Out Crowd: Selling in a Risk-Averse Marketplace 40 Making a Live Phone Call 44 The Multiple-Touch Rule 47 The Dynamic Duo: Voice Mail E-Mail 48 Take E-Mail Control 50 Introducing Strategies 62 CHAPTER 3: NAVIGATING: Avoiding the No-Po's 64 Navigating Your Way to a Real Deal 65 Understanding How Power Works in a Sales 2.0 Environment 68 Stay Out of the No-Po Zone! 70 Navigating No-Po's Using the 2x2 Org Chart Rule 72 Sniffing Out a No-Po 73 Why We Love Our No-Po's 77 When You've Been Stuck with a No-Po Too Long 78 When the No-Po Must Protect His or Her Turf 79 Watch Out for the No-Po Entourage 79 Saying Goodbye to No-Po's 79 Going Around Your No-Po to Address the Power Buyer 80 Navigating Strategies 84 CHAPTER 4: QUESTIONING: Building Trust, One Question at a Time 85 Questioning Uncovers Needs, Qualifies Needs, Controls Calls 86 Sales 2.0 Is About Substance 87 Quality Versus Quantity: What's the Difference? 89 You Can No Longer Afford to Waste a Call 90 The Four Components of Questioning 91 Strategy and Planning: The Smart Selling Qualification Criteria 91 Formulating Questions 97 Style: It's How You Ask the Question 97 The Order of Questioning: Doing the Questioning Dance 100 Questioning Strategies 103 CHAPTER 5: LISTENING: Letting Go of Assumptions 104 Listening Is About Truth 105 Listening in Sales 2.0: I Can't Hear You Now 106 The Listening Model Has Changed 108 Digging for Pain 112 Active Listening 114 Using Verbal Listening Cues 118 Listening Without Assumptions 118 Sales Intuition 119 Becoming Comfortable with the Silent Pause 119 Note Taking Is Information Capture 120 You Are Only as Good as Your Notes 121 Information Integration 122 Listening Strategies 125 CHAPTER 6: LINKING: Selling to Power Buyers 126 Linking Connects You with C-Level Decision Makers 127 Sales 2.0 Has Redefined Power 129 How to Spot the Power Buyers 132 Linking with Influential Executive Assistants 137 Spotting Power Buyers Throughout the Sales Cycle 139 Access Granted! Now What? 142 Giving Yourself Access: You Deserve to Speak with the Power Buyer! 147 Linking Strategies 151 . CHAPTER 7: PRESENTING: It's Showtime! 152 Taking Presentations Seriously 153 It's Sales 2.0: All I've Got Is Four Minutes! 155 Understand the Process 157 Know Who's Driving 161 Be 100 Percent Present When Presenting 164 Think About Your Content 169 Presenting Strategies 173 CHAPTER 8: HANDLING OBJECTIONS: Bring Them On! 175 The Brutal Truth About Objections 176 Riding the Objection Tidal Wave in Sales 2.0 178 How Salespeople Create Objections 179 Why Customers Object 184 The Five Categories of Objections 186 The E-Mail Objection 191 Handling Objections Strategies 200 CHAPTER 9: CLOSING: The Complex Road to Gaining Commitment 202 Closing Means Mastering the Sales Process 204 Sales 2.0: The Complex Close 204 Master Your Sales Skills 205 Build a Healthy Sales Funnel 209 Master Your Sales Process: The Key to Accurate Forecasting 214 Understand Your Customer's Buying Agenda 219 Work Out Your Self-Confidence Muscles 223 Closing Strategies 226 CHAPTER 10: PARTNERING: Conscious Collaboration 228 Sales 2.0: Technology Enables Collaboration 230 Secrets of Structuring a Good Inside and Field Partnership 231 Start Strong 236 Creating Strategic Alliances and Partnerships 243 Partnering Strategies 247 EPILOGUE 248 INDEX 249
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