Smart Selling on the Phone and Online : Inside Sales That Gets Results

Based on the author’s TeleSmart 10 System for Power Selling, this award-winning business book pinpoints the ten skills essential to high-efficiency, high-success sales performance in an age of telesales and digital selling. Smart Selling on the Phone and Online equips salespeople with the powerful tools they need to open stronger, build trust faster, handle objections better, and close more sales when dealing with customers they can’t see face-to-face. You’ll learn how to: overcome ten different forms of “paralysis” and reestablish momentum; sell in sound bites, not long-winded speeches; ask the right questions to reveal customer needs; navigate around obstacles to get to the power buyer; and prioritize and manage your time so that more of it is spent actually selling.The world of selling keeps changing, and sales professionals are on the front line of innovation to keep profits flowing. Combining an accessible text with clear graphics and step-by-step processes, Smart Selling on the Phone and Online will help any rep master the world of sales 2.0 and become a true sales warrior. MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict MuPDF error: syntax error: invalid key in dict CONTENTS 8 FOREWORD 15 INTRODUCTION: But I’ve Only Got Four Minutes! 20 CHAPTER 1: TIME MANAGEMENT: Momentum Control 31 Inside Sales Is About Time 33 Less Time to Sell 33 Less Control Over How Your Time Is Spent 33 Welcome to Sales 2.0 Overload 34 Less Time Leads to More Paralysis 35 Call Activity Paralysis 36 E-Mail Paralysis 36 Value Messaging Paralysis 36 Lead Management Paralysis 36 Qualification Paralysis 37 Tools Paralysis 37 Prioritization Paralysis 37 Power Paralysis 37 Pipeline Paralysis 38 Planning Paralysis 38 Be Proactive in a Reactive World 39 Two Types of Momentum: Proactive and Reactive 39 Are You Reactive or Proactive? 40 Regain Your Momentum 42 Recapture Prioritization: Learn to Say "No" 42 Recapture Planning 44 Recapture Phone Control: Set Non-Negotiable Power Calling Hours 46 Recapture E-Mail Control: Build an E-Mail Template Library 47 Recapture Messaging Control: Determine a Call Objective and Gain Commitment 47 Recapture Tool Control 49 Recapture Pipeline Control 50 Recapture Lead Qualification Control: Moving It Through the Sales Funnel Faster 50 Telephone Techniques for Managing Time 51 Time Management Strategies 55 CHAPTER 2: INTRODUCING: Selling in Sound Bites 57 Introducing Is Your Moment of Truth 58 The Sales 2.0 Opt-Out Crowd: Selling in a Risk-Averse Marketplace 59 Cold-Calling: Dead or Alive? 60 Cold-Calling Works—If You Do It Right 60 There’s No Excuse for Not Doing Your Homework 62 Reevaluating Introductions for Sales 2.0 63 Making a Live Phone Call 63 The Multiple-Touch Rule 66 The Dynamic Duo: Voice Mail + E-Mail 67 Take E-Mail Control 69 Good Subject Lines Generate Response 69 Good E-Mail Messages Get to the Point and Deliver What the Prospect Needs 72 Introducing Strategies 81 CHAPTER 3: NAVIGATING: Avoiding the No-Po’s 83 Navigating Your Way to a Real Deal 84 Navigating Basics 85 Navigating Essentials 86 Understanding How Power Works in a Sales 2.0 Environment 87 Power is Invisible 87 Power Moves 87 Power Hides 88 Stay Out of the No-Po Zone! 89 Spotting a No-Po 89 Ten Red Flags for Identifying No-Po’s 90 Navigating No-Po’s Using the 2x2 Org Chart Rule 91 Sniffing Out a No-Po 92 Why We Love Our No-Po’s 95 When You’ve Been Stuck with a No-Po Too Long 97 When the No-Po Must Protect His or Her Turf 97 Watch Out for the No-Po Entourage 98 Saying Goodbye to No-Po’s 98 Going Around Your No-Po to Address the Power Buyer 99 Navigating Strategies 102 CHAPTER 4: QUESTIONING: Building Trust, One Question at a Time 104 Questioning Uncovers Needs, Qualifies Needs, Controls Calls 105 Sales 2.0 Is About Substance 106 Quality Versus Quantity: What’s the Difference? 108 You Can No Longer Afford to Waste a Call 109 The Four Components of Questioning 110 Strategy and Planning: The Smart Selling Qualification Criteria 110 Current Environment 111 Business Need 112 Decision-Making Process 113 Decision-Making Criteria 113 Competition 114 Timeframe 114 Budget 115 Next Steps 115 Formulating Questions 116 Style: It’s How You Ask the Question 116 Bad Questioning Styles 117 Good Questioning Styles 118 The Order of Questioning: Doing the Questioning Dance 119 Questioning Strategies 122 CHAPTER 5: LISTENING: Letting Go of Assumptions 123 Listening Is About Truth 124 Listening in Sales 2.0: I Can’t Hear You Now 125 Why Customers Sometimes Can’t Hear You 126 Why Salespeople Stop Listening 126 The Listening Model Has Changed 127 Get Out of Your Self-Selling Utopia 128 Listening Limitations 130 Digging for Pain 131 Active Listening 133 Paraphrasing 133 Asking Precision Questions 135 Using Verbal Listening Cues 137 Listening Without Assumptions 137 Sales Intuition 138 Becoming Comfortable with the Silent Pause 138 Note Taking Is Information Capture 139 You Are Only as Good as Your Notes 140 Information Integration 141 Listening Strategies 144 CHAPTER 6: LINKING: Selling to Power Buyers 145 Linking Connects You with C-Level Decision Makers 146 Why Sales Reps Don’t Call High 147 Learn the Linking Skills That Make Calling High Successful 148 Sales 2.0 Has Redefined Power 148 Authority versus Influence 149 Align Yourself with Influence 149 How to Spot the Power Buyers 151 Using the Org Chart to Find Hidden Power 151 Recognizing Power Buyers over the Phone 155 Linking with Influential Executive Assistants 156 Talking Points 156 Invited In or Shut Out? 157 Spotting Power Buyers Throughout the Sales Cycle 158 Early in the Sales Cycle: They’re Quick and Take Action 159 Mid-Sales Cycle: They Refer You to Their Team 160 End of the Sales Cycle: They Keep Their Commitments 160 Access Granted! Now What? 161 Live and Breathe Their World 161 The Org Chart: Your Power Playlist 162 Make Your Contribution to the Power Buyer Clear 163 Learn to Talk Up the Pain Chain 164 Giving Yourself Access: You Deserve to Speak with the Power Buyer! 166 The Power Game 166 Reclaim Your Power Now! 167 Linking Strategies 169 CHAPTER 7: PRESENTING: It’s Showtime! 171 Taking Presentations Seriously 172 It’s Sales 2.0: All I’ve Got Is Four Minutes! 174 Hold That Pose 174 Why Your Prospects Bail 175 Understand the Process 176 Choose the Right Presentation Type 178 Webinar 178 Technical Demo and Evaluation 179 Business Presentation 180 Proof-of-Concept/ROI Business Presentation 180 Know Who’s Driving 180 Get to Know Your Committee Intimately 181 Manage Logistics 181 Don’t Let Technology Trip You Up 182 Be 100 Percent Present When Presenting 183 The Rules 183 Think About Your Content 187 Articulate Your Value Proposition 188 What’s the ROI? 189 What’s Your Competitive Advantage? 190 Presenting Strategies 192 CHAPTER 8: HANDLING OBJECTIONS: Bring Them On! 194 The Brutal Truth About Objections 195 Riding the Objection Tidal Wave in Sales 2.0 197 How Salespeople Create Objections 198 Lack of Sales Skills 199 Poor Self-Image 199 Negative Self-Talk 200 Fear of Rejection 200 Falling into Motivational Traps 201 Why Customers Object 203 Types of Objections 203 When Your Prospect Goes Radio Silent 204 The Five Categories of Objections 205 Need 206 Relationship 206 Authority 207 Product/Service 208 Price 208 The E-Mail Objection 210 Handling Objections Strategies 219 CHAPTER 9: CLOSING: The Complex Road to Gaining Commitment 221 Closing Means Mastering the Sales Process 223 Sales 2.0: The Complex Close 223 Master Your Sales Skills 224 Time Management 225 Introducing 225 Navigation 226 Questioning 226 Listening 226 Linking 227 Presenting 227 Handling Objections 227 Partnering 227 Build a Healthy Sales Funnel 228 How the Funnel Works 228 Sales Funnel 101 229 Good Funnel Habits Add Momentum to Your Pipeline 229 Master Your Sales Process: The Key to Accurate Forecasting 233 The Six Stages of a Sales Process 234 Understand Your Customer’s Buying Agenda 238 Align Your Sales Process with the Prospect’s Buying Process 238 Look for the Compelling Event 240 Move Away from Price and Talk Value 241 Remember That Customers Are Not Always Driven by Price 241 Work Out Your Self-Confidence Muscles 242 Closing Strategies 245 CHAPTER 10: PARTNERING: Conscious Collaboration 247 Sales 2.0: Technology Enables Collaboration 249 Secrets of Structuring a Good Inside and Field Partnership 250 How Inside Organizations May Be Set Up to Fail 251 The Best Structure for Effective Field-Inside Teams 253 Start Strong 255 Communicate 255 Take a Work Style Inventory 257 Sharing Your Territory Plan 257 Setting Agreements 258 Creating Strategic Alliances and Partnerships 260 The Components of a Good Alliance or Partnership 261 Finding High-Potential Alliance Partners 261 Become Part of the Conversation 262 Partnering Strategies 265 EPILOGUE 267 INDEX 268 A 268 B 268 C 268 D 269 E 269 F 269 G 269 H 269 I 269 J 270 K 270 L 270 M 270 N 270 O 271 P 271 Q 272 R 272 S 272 T 272 U 273 V 273 W 273 Y 273 Z 273

you’re An Inside Sales Pro: On The Front Lines In Your Business’s Battle For Dominance, Riding The Crest Of The Wave Of Sales 2.0 Change, And Fighting To Be Heard By Today’s Busy, Opt-out Prospects. You Need To Find The Power Players, Get Their Attention On The Phone And Online, And Close Deals—fast. Josiane Feigon’s Robust And Comprehensive Telesmart 10 System For Power Selling Helps You Do All That And More.

built On 10 Easy-to-learn, Must-have Skills Keyed To The Sales Cycle, The Simple, Step-by-step Processes In smart Selling On The Phone And Online Will Help You:

—beat “sales Paralysis”—once And For All!

—learn The Quick Sound Bites That Snap Prospects To Attention!

—ask The Questions That Reveal Real Customer Needs!

—navigate Around Obstacles And Gatekeepers To Get To Decision Makers And Power Buyers!

—spend More Time Doing What You Do Best—selling—and Drop Those Tedious, No-reward Activities!

—turn Frustration Into Success—and Sales!

ready To Become A True Inside Sales Warrior? Read Smart Selling On The Phone And Online—and Master The World Of Sales 2.0!

advance Praise For smart Selling On The Phone And Online:

“to Succeed In Today’s Tough Sales Environment, Working Harder Isn’t Enough. You Need To Work Smarter; You Need smart Selling On The Phone And Online. Josiane Feigon Is The Consummate Expert On Selling By Phone. No Matter What Your Sales Challenges Are, She’ll Guide You Every Step Of The Way From Finding The Decision Maker To Closing The Sale. Keep This Book By Your Phone!” — C.j. Hayden, Author, get Clients Now!™

“if Inside Sales Is Part Of Your Sales Model, Or If You Want It To Be, You Need This Book. Josiane Feigon Shows Real-world, In-the-trenches Strategies And Techniques That Will Help You Win More Business Using The Phone.” — Art Sobczak, President, Businessbyphone.com

josiane Chriqui Feigon Is President And Founder Of Telesmart Communications, A Global Training And Consulting Company Specializing In Inside Sales. The Author Of The Popular cubicle Chronicles Blog, Her Articles Have Appeared In selling Power, call Center Magazine, And Other Industry Publications. Ms. Feigon Lives In San Francisco.

In an age of telesales and digital selling, this award-winning business book pinpoints the ten skills essential to high-efficiency, high-success sales performance based on the author's TeleSmart 10 System for Power Selling. Bestselling author and TeleSmart Communications president Josiane Feigon equips salespeople with the powerful tools they need to open stronger, build trust faster, handle objections better, and close more sales when dealing with customers they can't see face-to-face. In Smart Selling on the Phone and Online, you'll learn how to: overcome ten different forms of "paralysis" and reestablish momentum; sell in sound bites, not long-winded speeches; ask the right questions to reveal customer needs; navigate around obstacles to get to the power buyer; and prioritize and manage your time so that more of it is spent actually selling. The world of selling keeps changing, and sales professionals are on the front line of innovation to keep profits flowing. Combining an accessible text with clear graphics and step-by-step processes, Smart Selling on the Phone and Online will help any rep master the world of sales 2.0 and become a true sales warrior. The world of selling keeps changing, and inside sales professionals are on the front line. More than ever, they need powerful tools to open stronger, build trust faster, handle objections better, and close more sales. Based on the author's TeleSmart 10 System for Power Selling, Smart Selling on the Phone and Online pinpoints the ten skills essential to high-efficiency, high-success performance. Sales professionals will learn how to: Overcome ten different forms of "paralysis" and reestablish momentum Sell in sound bites, not long-winded speeches Ask the right questions to reveal customer needs Navigate around obstacles to get to the power buyer Prioritize and manage their time so that more of it is spent actually selling And more Combining an accessible text with clear graphics and step-by-step processes, Smart Selling on the Phone and Online will help any rep master the world of "Sales 2.0" and become a true sales warrior! CONTENTS; FOREWORD; INTRODUCTION: But I've Only Got Four Minutes!; CHAPTER 1: TIME MANAGEMENT: Momentum Control; CHAPTER 2: INTRODUCING: Selling in Sound Bites; CHAPTER 3: NAVIGATING: Avoiding the No-Po's; CHAPTER 4: QUESTIONING: Building Trust, One Question at a Time; CHAPTER 5: LISTENING: Letting Go of Assumptions; CHAPTER 6: LINKING: Selling to Power Buyers; CHAPTER 7: PRESENTING: It's Showtime!; CHAPTER 8: HANDLING OBJECTIONS: Bring Them On!; CHAPTER 9: CLOSING: The Complex Road to Gaining Commitment; CHAPTER 10: PARTNERING: Conscious Collaboration; EPILOGUE; INDEX.;Ten indispensable skills for inside sales success.