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Acknowledgments | |
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Introduction: Selling "Double Green" | |
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Setting Up for Success | |
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Apply New Tactics for New Times | |
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Move to Phone Selling Success | |
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Begin Your Prep Work | |
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Launch Your Call Day | |
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Open Calls with Confidence | |
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The Payoff | |
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Managing Time and Information for Profitability | |
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Improve Your Time-to-Sales Ratio | |
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Locate Quality Customers | |
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Gather and Manage Customer Information | |
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The Payoff | |
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Identifying Personality Types Over the Phone | |
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The Precise Customer | |
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The Energized Customer | |
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The Assured Customer | |
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The Kind Customer | |
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Personality Matches and the Phone Salesperson | |
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The Phone Salesperson's Quick-Reference Extra: The Salesperson ↔ Customer Match | |
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The Payoff | |
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Getting Gatekeepers to Work for You | |
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Engage the Person Answering the Phone | |
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Use Voice Mail to Gain Useful Information for Strategic Calling | |
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The Payoff | |
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Asking High-Value Questions | |
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Establish or Deepen Your Relationship with the Customer | |
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Use Questions as Tactics | |
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Avoid Asking the Wrong Questions | |
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Guidelines for High-Value Questions | |
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Ask Questions at the Right Time: The Trust Scale | |
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The Payoff | |
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Listening and Presenting | |
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Listen from "Hello" | |
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Listen for the Customer's Personality Style | |
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Focus on the Phone: The Listening Challenge | |
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Listen While Presenting: I-N-V-O-L-V-E Your Customer | |
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Vary the Tools You Use for Effective Presentations | |
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The Payoff | |
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Selling Through Objections | |
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The Value of Objections | |
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Techniques for Handling Objections | |
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Personality-Type Objection Patterns | |
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The Payoff | |
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Negotiating the Close | |
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Set Up the Close | |
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Eliminate Buyer Anxiety | |
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Ask for the Business | |
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Negotiate: Carve Out the Details | |
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Seal the Close | |
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The Payoff | |
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Using New Technology in Phone Sales | |
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The Pros and Cons of New Technology | |
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Guidelines for the Strategic Use of New Technology | |
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The Payoff | |
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Selling to Customers from Other Cultures | |
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The Importance of Time | |
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The Role of the Relationship | |
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Language and Communication Across Cultures | |
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Culture and Personality | |
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Dealing with Cultural Differences | |
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The Payoff | |
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PEAK Personality Type Assessment | |
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Handling Customer Complaints Effectively | |
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How to Present Powerful Proposals That Sell | |
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Index | |