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

Index

C

Career advice, 194–96

Celic, Steve, 65, 66

Challenges, as learning experiences, 177–78

Champlin, Peggy, 102

Change

dissatisfaction and, 91–92

habits and, 190–92

instituting, 89

leadership and, 75–76

as opportunity, 78–79

process of, 76–80

sales leaders and, 76–78

Channing, Stockard, 195

Chenault, Kenneth I., 142

Choices, reacting to situations and, 183–85

Christensen, Clayton, 79

Clerk approach, to sales, 43–44

Code of meeting ethics, 168–69

Coffman, Vance, 110

Cold calling, 4, 181–82

creating momentum for, 182–83

Commitment, developing, 124–25

Communication, 199–200

business cases and, 67–68

having prompt responses to, 134

improving listening skills and, 199–200

perceptions and, 135

sales leaders and, 133–35

successful teams and, 123

Competence

conscious, 187–88

unconscious, 187–88

Computer visuals, 156–57

Conclusions, jumping to, 200–203

Cone, Victoria, 142

Conscious competence, 187–88

Consistency, 15–16

with customers, 45–46

Consultant approach, to sale, 43–44

Cooper, Ginger, 13

Cost, vs. price, 33–35

Creativity. See also Value innovation

going beyond boundaries and, 95–96

suggestions for, 94–95

techniques for, 93–94

two-part process of, 96

Crises

leading during, 146–47

managing, 174–76

Customer relationships. See also Relationships

defined, 53–54

vs. personal relationships, 53–54

recommendations for, 58–59

selling and, 54–59

Customers

asking for the sale to, 46–47

buying decisions of, 24–30

defining what you do for, 19–22

determining if customers know what they want, 47–50

educating, 41–43

flexibility and, 83

identifying, 22–23

importance of consistent behavior with, 45–46

keys for relationships with, 26–27

types of, 49

understanding needs of, 84

walking in shoes of, 39–41