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Index

C

Cast of characters, 55–57, 61
Change:
bridge to, 59–61
decision to, 45–49
progression to, 47–48
risk involved in, 46, 49, 66, 127
Christensen, Clayton, 18
Close/closing, 65, 147–148
Coaches (examples of legendary leaders), 163
Columbo model, 54
Commoditization:
driving forces of, 11–15
future chasm in marketplace (vs. transformative sales), 201, 202–203
impacting today's marketplace, 3–4, 19,68
lack of differentiation between competing products, 13–14
as nonprescription product, 202
sales skills vs. transactional efficiency and, 4
technology and, 12
Communication, nurturing attitude in, 110
Competitive drivers, 85
Competitive strategy, 197
Complexity (converging force in today's marketplace), 3–6, 15–19, 69, 201
Conventional sales paradigm. See Sales paradigm, conventional
Conversation expander, 112–114, 120
Cost of the problem, 114–120
direct numbers, 117
example, 118–119
indirect numbers, 117
lost opportunities, 117
prioritization, 119–120
quantification, 114–119
training/assessment, in determination of, 179
12-step success plan and, 179
Credibility, 102, 104
exceptional, 102
expected, 102
through questions, 104
"Creeping elegance" (expanding scope), 136–137
Critical success factors (CSFs), 59, 60
Crossing the Chasm, 26–27
Culture, corporate, 87
Customer(s):
assumptions about, 25–31, 37–38, 101
budgets, 134–135
business drivers of, 85
business objectives of, 60
decision-making processes, 19–20, 26, 37–38, 104–105
defining, 73
demographics, 84
expectations, 60, 130–137
gap in understanding (Valley of Mystification), 142
generic treatment of, 78
identifying, 83–88, 176
language of, 152–153
oversimplification of transformative transactions by, 14–15
profiling, creative example, 87–88
psychographics, 84–85
relationships, 51–52, 154, 197–198
resistance, 143
self-diagnose, 101

The topics covered herein concern solution sales, consultative sales, and consultative selling.

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