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

Description

Based on the author’s TeleSmart 10 System for Power Selling, this award-winning business book pinpoints the ten skills essential to high-efficiency, high-success sales performance in an age of telesales and digital selling. Smart Selling on the Phone and Online 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. 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. CONTENTS FOREWORD INTRODUCTION: But I’ve Only Got Four Minutes! CHAPTER 1: TIME MANAGEMENT: Momentum Control Inside Sales Is About Time Less Time to Sell Less Control Over How Your Time Is Spent Welcome to Sales 2.0 Overload Less Time Leads to More Paralysis Call Activity Paralysis E-Mail Paralysis Value Messaging Paralysis Lead Management Paralysis Qualification Paralysis Tools Paralysis Prioritization Paralysis Power Paralysis Pipeline Paralysis Planning Paralysis Be Proactive in a Reactive World Two Types of Momentum: Proactive and Reactive Are You Reactive or Proactive? Regain Your Momentum Recapture Prioritization: Learn to Say "No" Recapture Planning Recapture Phone Control: Set Non-Negotiable Power Calling Hours Recapture E-Mail Control: Build an E-Mail Template Library Recapture Messaging Control: Determine a Call Objective and Gain Commitment Recapture Tool Control Recapture Pipeline Control Recapture Lead Qualification Control: Moving It Through the Sales Funnel Faster Telephone Techniques for Managing Time Time Management Strategies CHAPTER 2: INTRODUCING: Selling in Sound Bites Introducing Is Your Moment of Truth The Sales 2.0 Opt-Out Crowd: Selling in a Risk-Averse Marketplace Cold-Calling: Dead or Alive? Cold-Calling Works—If You Do It Right There’s No Excuse for Not Doing Your Homework Reevaluating Introductions for Sales 2.0 Making a Live Phone Call The Multiple-Touch Rule The Dynamic Duo: Voice Mail + E-Mail Take E-Mail Control Good Subject Lines Generate Response Good E-Mail Messages Get to the Point and Deliver What the Prospect Needs Introducing Strategies CHAPTER 3: NAVIGATING: Avoiding the No-Po’s Navigating Your Way to a Real Deal Navigating Basics Navigating Essentials Understanding How Power Works in a Sales 2.0 Environment Power is Invisible Power Moves Power Hides Stay Out of the No-Po Zone! Spotting a No-Po Ten Red Flags for Identifying No-Po’s Navigating No-Po’s Using the 2x2 Org Chart Rule Sniffing Out a No-Po Why We Love Our No-Po’s When You’ve Been Stuck with a No-Po Too Long When the No-Po Must Protect His or Her Turf Watch Out for the No-Po Entourage Saying Goodbye to No-Po’s Going Around Your No-Po to Address the Power Buyer Navigating Strategies CHAPTER 4: QUESTIONING: Building Trust, One Question at a Time Questioning Uncovers Needs, Qualifies Needs, Controls Calls Sales 2.0 Is About Substance Quality Versus Quantity: What’s the Difference? You Can No Longer Afford to Waste a Call The Four Components of Questioning Strategy and Planning: The Smart Selling Qualification Criteria Current Environment Business Need Decision-Making Process Decision-Making Criteria Competition Timeframe Budget Next Steps Formulating Questions Style: It’s How You Ask the Question Bad Questioning Styles Good Questioning Styles The Order of Questioning: Doing the Questioning Dance Questioning Strategies CHAPTER 5: LISTENING: Letting Go of Assumptions Listening Is About Truth Listening in Sales 2.0: I Can’t Hear You Now Why Customers Sometimes Can’t Hear You Why Salespeople Stop Listening The Listening Model Has Changed Get Out of Your Self-Selling Utopia Listening Limitations Digging for Pain Active Listening Paraphrasing Asking Precision Questions Using Verbal Listening Cues Listening Without Assumptions Sales Intuition Becoming Comfortable with the Silent Pause Note Taking Is Information Capture You Are Only as Good as Your Notes Information Integration Listening Strategies CHAPTER 6: LINKING: Selling to Power Buyers Linking Connects You with C-Level Decision Makers Why Sales Reps Don’t Call High Learn the Linking Skills That Make Calling High Successful Sales 2.0 Has Redefined Power Authority versus Influence Align Yourself with Influence How to Spot the Power Buyers Using the Org Chart to Find Hidden Power Recognizing Power Buyers over the Phone Linking with Influential Executive Assistants Talking Points Invited In or Shut Out? Spotting Power Buyers Throughout the Sales Cycle Early in the Sales Cycle: They’re Quick and Take Action Mid-Sales Cycle: They Refer You to Their Team End of the Sales Cycle: They Keep Their Commitments Access Granted! Now What? Live and Breathe Their World The Org Chart: Your Power Playlist Make Your Contribution to the Power Buyer Clear Learn to Talk Up the Pain Chain Giving Yourself Access: You Deserve to Speak with the Power Buyer! The Power Game Reclaim Your Power Now! Linking Strategies CHAPTER 7: PRESENTING: It’s Showtime! Taking Presentations Seriously It’s Sales 2.0: All I’ve Got Is Four Minutes! Hold That Pose Why Your Prospects Bail Understand the Process Choose the Right Presentation Type Webinar Technical Demo and Evaluation Business Presentation Proof-of-Concept/ROI Business Presentation Know Who’s Driving Get to Know Your Committee Intimately Manage Logistics Don’t Let Technology Trip You Up Be 100 Percent Present When Presenting The Rules Think About Your Content Articulate Your Value Proposition What’s the ROI? What’s Your Competitive Advantage? Presenting Strategies CHAPTER 8: HANDLING OBJECTIONS: Bring Them On! The Brutal Truth About Objections Riding the Objection Tidal Wave in Sales 2.0 How Salespeople Create Objections Lack of Sales Skills Poor Self-Image Negative Self-Talk Fear of Rejection Falling into Motivational Traps Why Customers Object Types of Objections When Your Prospect Goes Radio Silent The Five Categories of Objections Need Relationship Authority Product/Service Price The E-Mail Objection Handling Objections Strategies CHAPTER 9: CLOSING: The Complex Road to Gaining Commitment Closing Means Mastering the Sales Process Sales 2.0: The Complex Close Master Your Sales Skills Time Management Introducing Navigation Questioning Listening Linking Presenting Handling Objections Partnering Build a Healthy Sales Funnel How the Funnel Works Sales Funnel 101 Good Funnel Habits Add Momentum to Your Pipeline Master Your Sales Process: The Key to Accurate Forecasting The Six Stages of a Sales Process Understand Your Customer’s Buying Agenda Align Your Sales Process with the Prospect’s Buying Process Look for the Compelling Event Move Away from Price and Talk Value Remember That Customers Are Not Always Driven by Price Work Out Your Self-Confidence Muscles Closing Strategies CHAPTER 10: PARTNERING: Conscious Collaboration Sales 2.0: Technology Enables Collaboration Secrets of Structuring a Good Inside and Field Partnership How Inside Organizations May Be Set Up to Fail The Best Structure for Effective Field-Inside Teams Start Strong Communicate Take a Work Style Inventory Sharing Your Territory Plan Setting Agreements Creating Strategic Alliances and Partnerships The Components of a Good Alliance or Partnership Finding High-Potential Alliance Partners Become Part of the Conversation Partnering Strategies EPILOGUE INDEX A B C D E F G H I J K L M N O P Q R S T U V W Y Z