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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

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