| |
| |
| Preface | |
| |
| |
| Overview | |
| |
| |
| The Telephone as a Power Tool for Selling | |
| |
| |
| Consultative Telephone Selling for the Nineties | |
| |
| |
| Framework and Critical Skills for Telephone Sales Calls | |
| |
| |
| Summary of the Six Critical Skills | |
| |
| |
| |
| The Six Critical Elements of the Framework | |
| |
| |
| |
| Framework: Opening | |
| |
| |
| Greeting/Introduction | |
| |
| |
| Rapport | |
| |
| |
| Transition | |
| |
| |
| Hinge | |
| |
| |
| Agenda/Objective/Purpose | |
| |
| |
| Time Check | |
| |
| |
| Bridge to Needs | |
| |
| |
| Objections Up Front | |
| |
| |
| Looking Ahead to "Presence" | |
| |
| |
| Summary of Opening | |
| |
| |
| |
| Framework: Client Needs | |
| |
| |
| |
| Framework: Positioning Product/Idea | |
| |
| |
| |
| Framework: Objections and Resolutions of Objections | |
| |
| |
| Working with the Rude or Irate Client | |
| |
| |
| Don't Take the Client's Anger Personally | |
| |
| |
| Self-Test Worksheet | |
| |
| |
| |
| Framework: Closing/Action Step | |
| |
| |
| |
| Framework: Follow-Up | |
| |
| |
| Follow-Up When Waiting for a Decision | |
| |
| |
| Follow-Up after a Face-to-Face Call | |
| |
| |
| |
| The Six Critical Skills | |
| |
| |
| |
| Skill: Presence | |
| |
| |
| |
| Skill: Relating | |
| |
| |
| |
| Skill: Questioning | |
| |
| |
| Range of Questions | |
| |
| |
| Responding to Client Questions | |
| |
| |
| |
| Skill: Listening | |
| |
| |
| Listening/Verbal Cues/Verbalizing Body Language | |
| |
| |
| Note Taking | |
| |
| |
| |
| Skill: Positioning Product | |
| |
| |
| |
| Skill: Checking | |
| |
| |
| |
| How the Six Critical Skills Work Together | |
| |
| |
| |
| Preparing for the Telephone Sales Call | |
| |
| |
| |
| A Basic Telephone Selling System | |
| |
| |
| Hitting Your "Number" | |
| |
| |
| Your Telephone List | |
| |
| |
| Your Desk | |
| |
| |
| Your Environment | |
| |
| |
| Prime Time | |
| |
| |
| Telephone Call Objective/Purpose | |
| |
| |
| Homework | |
| |
| |
| |
| Telephone or Face-to-Face? | |
| |
| |
| Summary of the Four Rs | |
| |
| |
| |
| Getting to the Decision Makers | |
| |
| |
| Working with Your Clients' Secretaries/Assistants | |
| |
| |
| |
| Telephone Call Formatting | |
| |
| |
| |
| Prospecting | |
| |
| |
| |
| Getting the Appointment | |
| |
| |
| Call Reluctance | |
| |
| |
| Recap of Framework for Getting the Appointment | |
| |
| |
| Referrals | |
| |
| |
| Have Positive References Ready | |
| |
| |
| What to Do about a Bad Reference | |
| |
| |
| Letters | |
| |
| |
| Skills for Getting Past Secretaries/Gatekeepers | |
| |
| |
| Disciplined Prospecting System | |
| |
| |
| Persistence | |
| |
| |
| Summary | |
| |
| |
| |
| Special Situations | |
| |
| |
| |
| Special Telephone Situations | |
| |
| |
| Telephone Conference Calls | |
| |
| |
| Squawk Box | |
| |
| |
| Fax | |
| |
| |
| Voice Mail | |
| |
| |
| Hold Button | |
| |
| |
| Negotiating over the Telephone | |
| |
| |
| Keeping Your Support Staff Informed/Involved | |
| |
| |
| |
| General Office Telephone Etiquette | |
| |
| |
| |
| Final Tips for Telephone Selling | |
| |
| |
| Conclusion | |
| |
| |
| Index | |