Expanded Table of Contents
C = Commercial specific lesson – All others are equally applicable for commercial or residential sales
| Segment | Pages | Title | Skill Focus | Chapter 1 – Enthusing (Outlook, Attitude, and Point of View) |
|---|---|---|---|
| 1 | 1-3 | Attitude Determines Altitude | Attitude |
| 2 | 3-5 | If There’s No Wind, Row! | Personal Improvement |
| 3 | 6-8 | Who is Zapping Your Zeal? | Enthusiasm |
| 4 | 8-11 | Slump, I Ain’t in No Slump | Personal Progress |
| 5 | 11-13 | You Miss Every Shot You Don’t Take | Fear of Success |
| 6 | 13-16 | If at First You Don’t Succeed… | Temporary Failure | Chapter 2 – Essentializing (Basic Selling Skills) |
| 7 | 17-19 | Got the Right Stuff for a Career in Sales? | Job Fit Qualifications |
| 8 | 19-23 | People Show Their True Colors | Temperaments |
| 9 | 24-25 | Mirror, Mirror on the Wall | Appearance |
| 10 | 26-27 | Do You Like Me, Yes or No? | Likeability |
| 11 | 27-30 | We Didn’t All Come Over on the Same Ship... | Credibility |
| 12 | 30-32 | Can I Borrow Your Shoes? | Empathy |
| 13 | 32-35 | A Goal Without a Plan is Just a Dream | Goal Setting |
| 14 | 35-38 | The Urgent vs. the Important | Prioritizing |
| 15 | 39-40 | You Can’t Steal 2nd with your Foot on 1st | More Selling Time |
| 16 | 40-43 | It’s Not What You Say… | Non-Verbal Comm. |
| 17 | 43-45 | Never Assume… | Assuming |
| 18 | 46-49 | You Can’t Control the Wind… | Errors & Omissions |
| 19 | 49-51 | When Students are Ready, Teachers Appear | Comfort Zones |
| 20 | 51-53 | Yada, Yada, Yada | Over-Talking |
| 21 | 53-54 | Buying is a Sensual Activity | Using All Senses |
| 22 | 55-58 | Sales Process; Meet Buying Process | Buyers are in Control | Chapter 3 – Engaging (Sorting Prospects from Suspects and Developing an Agenda) |
| 23 | 59-61 | Remember the Prep Step | Selling Preparation |
| 24 C | 61-63 | Calling All Superheroes | Traits of Top Reps |
| 25 | 63-65 | “You Can Observe a Lot by Watching” | First Impressions |
| 26 | 65-67 | People Buy You…and Pain Killers | Buyer’s Emotions |
| 27 | 67-68 | Learning the Midas Touch | “Touch” Methods |
| 28 C | 68-71 | Chat ‘em Up! | Appointment Setting |
| 29 C | 71-74 | All Dressed Up but No Place to Go | Cold Calling |
| 30 C | 75-77 | A New Outlook with…Outlook™ | Email Prospecting |
| 31 | 77-80 | Thanks, but I’m Just Not Feeling It | Prospect Apathy |
| 32 C | 80-83 | Persistence or Stalking? | Follow Up Contacts |
| 33 C | 83-85 | A GPS to Navigate Gatekeepers | Cmml. Gatekeepers |
| 34 C | 85-87 | Battling the Status Quo | Appt. Persistence |
| 35 | 87-89 | Don’t Cross That Line! | Competitive Selling | Chapter 4 – Exploring (Determining the Pain [Needs] through Probing/Questioning) |
| 36 | 91-92 | How Much is Enough? | Projecting Activity |
| 37 C | 93-94 | “Strategery” | Prospect Research |
| 38 C | 94-96 | No Sweat Prospecting | Industry Associations |
| 39 C | 96-98 | See Me Letters | Setting Appointments |
| 40 | 99-100 | Something in the Way She Moves | Body Language |
| 41 | 100-101 | What Goes Around, Comes Around | Human Nature |
| 42 | 101-102 | Your New Best Friend | Question Relevance |
| 43 | 102-103 | Probing with Open Questions | Gathering Information |
| 44 | 104-105 | Confirming Through Closed Questions | Confirming Needs |
| 45 | 105-106 | The Mouth Has a Mind of It’s Own | Question Lead-in’s |
| 46 C | 107-108 | The QB4Q | Questioning Assist |
| 47 C | 108-109 | The Before the Show Show | Buyer Positioning |
| 48 | 109-110 | Question Fatigue | Probing Suggestions |
| 49 | 110-112 | Put Your Jaws on Pause | Prospect Questioning |
| 50 | 113-114 | Listen Up! | Active Listening |
| 51 | 114-115 | Don’t Tell Them How to Build a Watch | Pinpoint Responding |
| 52 C | 115-117 | Time Really Does Fly | The First 30 Seconds |
| 53 C | 117-119 | Some Will, Some Won’t, So What, Who’s Next | Initial Consultation | Chapter 5 – Elaborating (Presenting and Proposing a Solution) |
| 54 | 121-122 | Folks, It’s Showtime! | Begin a Presentation |
| 55 | 123-125 | Words Really Have Meaning | Weasel Words |
| 56 | 126-127 | Have You Got a Recipe for That? | Maintain Balance |
| 57 | 128-129 | Our Goofiness Must Make God Smile | Tailoring Presentation |
| 58 | 130-131 | The World Runs on WIIFM | Message Relevance |
| 59 | 131-134 | A Liar Needs a Good Memory | Truth Telling |
| 60 | 134-136 | Pesky Pillars of Premium Priced Products | Premium Selling Facts |
| 61 | 137-138 | Features Tell but Benefits Sell | Features and Benefits |
| 62 | 139-141 | Need to be More Persuasive? | Being Influential |
| 63 | 141-144 | How Can I Sell Without the Lowest Price? | Introducing Risk |
| 64 | 145-146 | Sales Rise When You Dramatize! | Enliven Presentations |
| 65 | 146-148 | Demonstrate as You Elaborate | Enhance Presentations |
| 66 | 148-150 | DATES Help Advance the Sale | Using Evidence |
| 67 | 150-151 | Funny=Money | Using Humor |
| 68 | 152-153 | Lowest Common Denominator Selling | Simplifying Price |
| 69 C | 153-156 | Large Account Buyer’s…Quadruplets? | Buyer Identification |
| 70 C | 156-158 | Death Sentence…Speaking before a Group | Public Speaking |
| 71 | 159-161 | Perfect Practice Makes Perfect | Role-play |
| 72 | 161-163 | “There Ain’t Any Rules in a Knife Fight” | Assess Presentations | Chapter 6 – Encountering (Resolving Objections and Roadblocks) |
| 73 | 165-167 | Happy Wife, Happy Life | Female Buying Power |
| 74 | 168-170 | Responding to Grumpy Buyers | Difficult Buyers |
| 75 | 173-175 | Deal Appeal | Reassuring Buyers |
| 76 | 175-177 | Detecting the Discontent | Clarifying Buyers |
| 77 | 177-180 | Countering Customer Concerns | Handling Objections |
| 78 | 177-180 | Are We There Yet? | Timing of Objections |
| 79 | 180-181 | Degrees of Displeasure | Objection Severity |
| 80 | 182-183 | Nibbled to Death by a Duck | Negotiating |
| 81 C | 183-185 | I’m So Broke I Can’t Pay Attention | The No Money Excuse |
| 82 | 185-188 | “I’ve Fallen and I Can’t Get Up” | Next Step Follow Up |
| 83 | 188-190 | Steering Around Stalls | Think About It’s |
| 84 | 190-192 | Personal Rejection Reflection | Rejection Recovery | Chapter 7 – Executing (Agreeing on Next Steps Leading to Closing) |
| 85 | 193-195 | Confirming Communication Cues | Buying Signals |
| 86 | 196-198 | How Are Sales Born? | Why People Buy |
| 87 | 198-200 | First Things First | Being Sold Yourself |
| 88 | 200-203 | Live by the Presentation, Die by It | Worth of Diagnosis |
| 89 | 203-204 | Cut to the Chase…How Much is It? | Presenting Price |
| 90 | 205-207 | You Gotta WOW “Em to Close “Em | Becoming Memorable |
| 91 | 207-209 | Where Do We Go From Here? | Suspects vs. Prospects |
| 92 | 210-212 | Scoring in the Red Zone | Closing Methods |
| 93 | 213-215 | I’d Like a Second Opinion | Third Party Closes |
| 94 | 216-217 | Don’t Sell Like You Buy | Buyer Personal Values |
| 95 | 218-220 | You Sell Knockoffs? | Commodity Selling |
| 96 | 220-222 | Price Cutting is a Self-Inflicted Wound | Reinforcing the Value |
| 97 | 223-225 | Ever Been Convicted of a Felony? | Exaggerating/Caving |
| 98 | 225-226 | How to Win Against a No Decision | Uncommitted Buyers |
| 99 | 227-229 | A Couple Thousand Golf Balls | Pending Follow Up | Chapter 8 – Expanding (Ongoing Prospecting and Customer Activities for Sales Growth) |
| 100 C | 231-232 | Watch Closely for Forks in the Road | Customer Satisfaction |
| 101 C | 233-235 | The Best Offense is Good Defense | Customer Satisfaction |
| 102 C | 235-236 | Playing Dodge Ball in Your Best Accounts | Customer Satisfaction |
| 103 | 237-239 | The Pen IS Mightier than the Sword | Sending Written Notes |
| 104 | 239-241 | Enlarge Your Kingdom with Testimonials | Obtain Endorsements |
| 105 C | 242-244 | I’d Like You to Meet a Friend of Mine… | B2B Referrals |
| 106 | 244-247 | Manna in the Selling Desert | P2P Referrals |
| 107 | 247-249 | The Gift That Keeps on Giving | Email Referral Blasts |
| 108 C | 249-252 | You Never Know Who They Know | Networking |
| 109 | 253-255 | Use Bird Dogs to Sniff Out Creative Leads | Career Networking |
| 110 | 255-257 | Planting Seeds Grows Service Leads | Internal Service Leads |
| 111 | 257-260 | Can You Recycle Ex-Customers? | Cancelled Customers |
| 112 | 260-263 | Neighboring and Canvassing | Local Area Marketing |
| 113 | 263-266 | Fertilize Your Commission Checks | Cross Selling |
| 114 | 266-268 | Bundling Buoys Bank Balances | Bundling Sales |
| 115 | 268-271 | Make Me Feel Special | Customer Satisfaction |
| 116 | 271-274 | How Seamless is Your Company? | Teammate Support |