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
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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
