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Westside Toastmasters is located in Los Angeles and Santa Monica, California

Index

C

“Call introduction,” 176
CDs, 85
Champion Letter, 170–176
Champions:
definition of, 168
evaluating, 210
and funnel blockages, 227, 228
qualifying, 169–176
Change, 42–43
and budgets, 133
and prospecting, 141
and seminars, 130
Channel managers, 239–241
Channels, 235–244
broken, 241–244
control of, 238–239
coverage with, 235–238
Customer-Focused principles applied to, 239–241
support of, 240–241
Chaos, 62
Chasm (between early and mainstream markets), 35–36, 45–46
Chief content officer, 84–85
“Clean sheet of paper” approach, 77–78
Closed questions, 154
Closing:
and conditional “give,” 203
end-of quarter, 24–25
predicting date of, 208–209
premature, 58–60, 68, 181–182, 196
and Sequence of Events, 188–189
Coaches, 168
Coherent messages, 16, 20
Collaboration, 127
Collateral literature, 124–127
“Column A”:
and comparison shopping, 190–191
competing against, 119–123
competing for, 159–161
and discounting, 198–199
and leads, 117
and proactive selling, 133
and seminars, 129, 133
and “wired” requests for proposal, 179
Commitment, 130, 183–184, 190, 201, 209
Commodity sales, 89–90
Comparison shopping, 34, 190
Compensation plans, 78, 79, 237, 238, 249
Competence, 50–51
Competitive advantage, 250
Computer Associates, 67
Concessions, 201
Conciseness, 142
Concreteness, 107
Consensus, 228
Consistency, 13, 64, 173, 237
Consulting, 104, 113
Control issues, 20, 27, 187, 238–239
Conversations, 39
conditions for effective, 100
presentations vs., 2–3
Sales-Ready Messaging to facilitate, 99
targeted, 74–75
usage-/results-oriented, 5
Core content, 82, 84–85, 103–104
Cost-benefit analysis, 34
Cost-benefit results achieved by customers, 127
Credibility, 111, 145, 161
Cross selling, 95–98
Crossing the Chasm (Geoffrey Moore), 6
Curiosity, 92, 140, 147
Customer-centric behavior:
asking questions as, 3
conversations as, 2–3
empowering buyers as, 7–8
and management, 6–7
product-usage conversations as, 5–6
solution focus as, 4
targeting decision makers as, 4–5
tenets of, 2–8
Customer-centric selling, 47–60
applying, 245–250
asking questions to aid, 50
and buyer-declared solutions, 56
and buyer-discovered solutions, 55
and closing, 58–60
core concepts of, 48
to decision makers, 52–53
and differentiation, 57
to early-market and mainstream-market buyers, 44
and emotion, 57–58
empowering buyers to aid, 50–51
and expertise, 55–56
goal as focus in, 54
negotiation to aid, 51–52
and qualifying opportunities, 53–54
Customer Focused Selling Management Workshop, 249
Customer Focused Selling Workshop, 247
Customer Message Management Forums, 13, 84
Customer relationship management (CRM) systems, 21, 27, 62–66, 86–87, 94
Customer support, 47
Customer Focused Selling Field Guide, 225
Customers:
cost-benefit results achieved by, 127
and marketing, 84
as resources, 143
seminars featuring selected, 129

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