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-Primed Communications 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

CRM systems (see Customer relationship management systems)

Cross selling, 95–98

Crossing the Chasm (Geoffrey Moore), 6

Curiosity, 92, 140, 147

Customer-focused 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-focused 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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