A
- Active listening:
- asking questions after
- for content, meaning, and feeling
- in discovering phase
- identifying vocal qualities and body language with
- importance of
- and remembering customer's words
- summarizing and validating in
- Added value
- Addressing:
- alternative options
- customer priorities
- objections
- Advisors, trusted, see Trusted advisor(s)
- Advocating your solution
- Agenda, pushing your own
- Aggressive sales tactics
- Agreement:
- Alliant Credit Union
- Alternatives:
- addressing
- asking customers questions about
- comparing price with
- considering, in presentation planning
- offering
- “Always be closing,”
- American Express
- Angie's List
- Appropriate objectives
- Asking for business
- Asking for feedback:
- in closing phase
- importance of
- on lost sales
- in opening phase
- in presenting phase
- Asking questions:
- about critical areas of focus
- about readiness to move forward
- building relationships by
- confirming known needs by
- in customer-focused sales approach
- in discovering phase
- follow-up questions
- helping customers acknowledge consequences by
- and implementation of Critical Selling framework
- interrogating customers vs.
- at The McCrone Group
- phrasing for
- in presenting phase
- responding to objections by
- soliciting feedback by
- Assumptions:
- about readiness to move forward
- about status on Relationship Continuum
- and active listening
- in discovering phase
- and handling of objections
- Attitude:
- about change
- for dealing with objections
- performance and
- Authenticity
B
- Balance Sheet Close
- Banter
- Benefits, see Features and benefits discussions
- Ben Franklin Close
- Best-in-class organizations:
- continuous improvement at
- practice at
- Body language:
- in active listening
- mirroring customers’
- and presence
- Broadridge
- Bryant, Kobe
- Business, asking for
- Business-oriented customer style
- Buyers. See also Customers
- becoming a trusted advisor to
- and changes in buying/selling
- characteristics of today's
- in Critical Selling framework
- customer-focused sales approach for
- evolution of
- perceptions of salespeople by
- premium on time for
- Buyer's remorse
- Buying, changes in
- Buying decision:
- asking questions about
- consequences of delaying
- helping customers with
- impact of
- people and relationships involved in
- process for making
- research on
- Buying opportunities
- Buying process:
- adding value throughout
- asking questions about
- customers’ position in
- Buying signals, recognizing
C
- Canned presentations
- Cartier
- Catalent
- Cautious and skeptical customer style
- Cespedes, Frank V.
- Challenges:
- asking questions about customers’
- at The McCrone Group
- Change:
- assessing your readiness for
- attitude about
- commitment to
- discomfort with
- open-mindedness about
- optimism about
- pace of
- patience with attempts at
- resistance to
- for sake of change
- success and adapting to
- Cialdini, Robert
- Closed-ended questions:
- about handling of objections
- about readiness to move forward
- open- vs.
- Closed mindset
- Closing phase
- asking for feedback in
- confirming responsibilities, tasks, and deadlines in
- customers’ readiness for
- defining next steps in
- gaining commitment in
- jumping ahead to
- summarizing in
- techniques for
- timing of
- Cognizant (company)
- Collaboration, on solutions
- Comfortable, making customers:
- in discovering phase
- and keeping in touch
- in opening phase
- Commitment. See also Time commitment
- to change
- to Critical Selling framework
- gaining
- Common interests, building rapport with
- Communication:
- active listening to improve
- in discovering phase
- and presence
- Communication style:
- adapting to customer's
- and keeping in touch
- in opening phase
- in presenting phase
- Complacency
- Complicated sales, planning for
- Confidence:
- displaying, in opening phase
- improving customers’
- Confirmation:
- and active listening
- after dealing with objections
- after presentations
- of agreement
- in closing phase
- of known customer needs
- in opening stage
- in transitioning
- Connecting with customers:
- and becoming a trusted advisor
- in implementation of Critical Selling framework
- by listening
- in opening phase
- and presence
- and Relationship Continuum
- research for
- Consequences, of unfulfilled needs
- Contact, maintaining
- Content, listening for
- Context, listening for
- Continuous improvement
- Control, in selling
- Cost(s):
- of failing to plan
- of resisting change
- Cradle-to-Grave Close
- Credibility:
- and active listening
- asking questions to build
- and becoming trusted advisor
- connecting with customers to build
- and customer-focused selling
- relationship building and
- Critical Selling framework. See also specific phases, e.g.: Closing phase
- becoming a trusted advisor with
- benefits of
- commitment to
- components of
- confirmations in
- connections of phases in
- customer-focused selling in
- functions of
- implementation of
- improving sales performance with
- at McCrone Group
- mindset for
- perseverance with
- picking and choosing strategies from
- planning and reflecting in
- research in development of
- sellers and buyers in
- Critical Selling® Skills Planner:
- postcall tool
- precall tool
- Culture, at McCrone Group
- Cummins
- Customers:
- articulating objectives to
- asking questions of, see Asking questions
- body language of
- building relationships with
- building understanding of
- communication style of
- connecting with, see Connecting with customers
- current situation of
- energy level of
- expectations of
- focusing on
- helping, with buying decision
- improving confidence of
- interactions between sales professionals and
- interrupting
- making customers comfortable
- motivation of
- objections by, see Objections
- objectives of
- opportunities, problems, and challenges for
- position of, in buying process
- priorities of, see Priorities, customer
- questions from
- readiness of, for closing
- research by
- research on
- respecting time of
- rushing of sales process by
- solutions crafted by
- tailoring sales approach to
- thanking
- thinking of
- words used by
- Customer-focused sales approach:
- asking questions in
- components of
- at The McCrone Group
- tactics in
- for today's buyers
- Customer needs, see Needs, customer
- Customer values
D
- Daimler Trucks America
- Deadlines
- Decision makers:
- identifying
- planning presentations for
- Decision making, see Buying decision
- Defensiveness:
- about objections
- in discussions of consequences
- Delaying:
- of buying decision
- of price discussion
- Differentiation:
- with active listening
- by asking questions
- by building rapport
- in customer-focused sales approach
- product
- by top performers
- Discipline, for planning
- Discomfort, with change
- Discovering phase
- active listening in
- asking questions in
- benefits of conducting
- dealing with price requests in
- follow-up questions in
- importance of
- at The McCrone Group
- moving into presenting phase from
- phrasing of questions in
- pitfalls in
- and presenting phase
- reducing objections in
- revisiting
- six critical areas of focus in
- transitioning from
- Duke University
E
- Easy success
- Effectiveness, sales
- Effective salespeople
- Effortless perfection
- E-mail, delivering LPSs via
- Emotions, in sales process
- Empathy:
- in active listening
- handling objections with
- Enartis Vinquiry
- Energy level, mirroring customers’
- Engagement
- Enthusiasm
- Expectations:
- aligning
- of customers
- and defining next steps
- Experience, sales performance and
- Expertise:
- in customer-focused selling
- of top performers
F
- Fear:
- about objections
- and confirmation
- Features and benefits discussions:
- handling objections with
- in presentations
- Feedback. See also Asking for feedback
- on lost sales
- negative
- neutral
- positive
- Feeling, listening for
- Finalist presentations, planning for
- Flexibility:
- in opening phase
- in presenting phase
- Focus:
- critical areas of
- on customer
- Follow-up questions:
- about customer situation
- in active listening
- in discovering phase
- Follow-up sales calls
- Follow-up training, at McCrone Group
- Forbes (magazine)
- Framing:
- of conversations about solutions
- reframing objections
- Freeway Insurance
- Friendliness
- Friendly and personable customer style
- Friendly salespeople
- Front-of-mind, remaining
G
- Goldilocks moment, for closing
- Goodwill, maintaining
- Great Recession
- Green, Charles
- Greetings
- Gretzky, Wayne
H
- Handling objections:
- attitude for
- methods of
- preparing for
- Hidden needs
- Hooke College of Applied Sciences, LLC (HCAS)
- Hope, as strategy
- HSBC
I
- Implementation of Critical Selling framework
- adjusting your attitude for
- asking questions in
- committing to change in
- connecting with customers in
- at McCrone Group
- pitfalls with
- planning in
- and sales performance
- Improvement, continuous
- InfinityQS
- Influence, six principles of
- Information:
- dealing with objections by giving more
- from discovering phase
- from open-ended questions
- overloading customer with
- Insight:
- objections as opportunities for
- and Relationship Continuum
- sharing your
- Intangibles, in price negotiations
- Interrogations
- Interrupting customers
J
- Janek Performance Group
- Jordan, Michael
L
- Leadership training
- Learning, life long
- Legitimate Purpose Statements (LPSs):
- adjusting, based on feedback
- confirmation after delivery of
- in conversations with customers
- e-mail and voice mail delivery of
- LinkedIn
- Listening. See also Active listening
- during confirmation
- connecting with customers by
- for content, meaning, and feeling
- for context and subtext
- by top performers
- Long-winded presentations
- Lost sales:
- feedback on
- keeping in touch with customers after
- and objections
- thanking customers at end of
- LPSs, see Legitimate Purpose Statements
M
- McCrone Associates Inc. (MA)
- McCroneAtlas.com
- The McCrone Group (TMG)
- implementation of Critical Selling framework at
- mindset at
- planning and preparation at
- practice sessions at
- results for
- sales challenges at
- training sessions at
- McCrone Microscopes & Accessories, LLC (MMA)
- McGinn, Jeff
- McKinsey & Company
- Maister, David
- Malshe, Avinash
- Meaning:
- listening for
- of objections
- Measurable objectives
- Message, for connecting with customers
- MGM Resorts International
- Mindset:
- closed
- for Critical Selling framework
- at The McCrone Group
- for opening phase
- and sales performance
- Mindset of top performers
- about tenure
- continuous improvement in
- open-mindedness about change in
- patience in
- and resistance to change
- MMA (McCrone Microscopes & Accessories, LLC)
- ModernMicroscopy.com
- Motivation:
- of customers
- of top performers
N
- National Motor Club
- Natural closes
- Needs, customer:
- and buying opportunities
- confirming understanding of
- connecting solutions to
- consequences of unfulfilled
- as critical area of focus
- in customer-focused sales approach
- discovering. See also Discovering phase
- drivers of
- hidden
- known
- linking solution to
- at The McCrone Group
- objections based on
- in planning for opening
- and Relationship Continuum
- and SAM objectives
- summarizing solution and
- tailoring presentations to
- unknown
- Negative feedback:
- after presentations
- objections as
- Negotiations, price
- Neutral feedback
- Next steps, defining
- Northrop Grumman
O
- Objections
- and asking for feedback on lost sales
- attitude for handling
- as battles between sales professionals and customers
- drivers of
- fear about
- methods of handling
- preparing to handle
- in presenting phase
- price-based
- real
- reasons customers raise
- Objectives:
- appropriate
- articulation of
- linking solutions to
- measurable
- setting of
- specific
- Online research, by customers
- Open-ended questions:
- about customer situation
- about options and alternatives
- closed- vs.
- uncovering information with
- Opening phase
- adapting to customer's style in
- asking for feedback during
- connecting with customers in
- creating connections in
- delivering LPSs in
- greetings in
- importance of
- managing presence in
- planning for
- reducing objections in
- reflecting on
- research on customers before
- Open-mindedness
- Opportunities:
- asking questions about customers’
- buying
- objections as
- poor openings as lost
- Optimism, about change
- Options:
- addressing
- asking customers questions about
- offering
- Option Close
- Order takers
- Overselling
P
- Patience
- Pauses, in speech
- Perceived value
- Perfection, effortless
- Performance, see Sales performance
- Perks, offering
- Perseverance
- Personable customer style
- Personal attacks, objections as
- Persuasion
- Philips
- Phrasing, of questions
- Planning
- articulating objectives in
- for implementation of Critical Selling framework
- importance of
- at The McCrone Group
- for objections
- for opening phase
- in presenting phase
- and reflecting on sales calls
- and sales
- setting objectives in
- skipping
- thought process for
- Positive attitude
- Positive feedback
- Postcall planning tool
- Practice:
- at The McCrone Group
- for sales professionals
- by top performers
- Precall planning tool
- Presence, vocal
- Presentations:
- canned
- finalist
- long-winded
- recommendations in
- social proof in
- strengthening impact of
- targeted
- Presenting phase
- asking for feedback in
- delivering canned performances in
- information from discovering phase in
- linking solution to customer needs in
- moving from discovering phase into
- persuasion in
- pitfalls with
- planning in
- reducing objections in
- strengthening your solution in
- tailoring your solution in
- Price:
- early requests for
- negotiating on
- objections based on
- Price ranges
- Priorities, customers’:
- addressing
- asking questions about
- linking solutions to
- planning for objections in terms of
- Problems, customers’
- Pro-con format for closes
- Product differentiation
- Professional background, building rapport over
- Professional development
- Professionalism, handling objections with
- Progress monitoring:
- measurable objectives for
- and reflecting on sales calls
- specific objectives for
- Pryor, Susie
- Puppy Dog Close
- Purpose statements, see Legitimate Purpose Statements (LPSs)
Q
- Quantifiable evidence, of objectives
- Questions. See also Asking questions; Targeted questioning
- closed-ended
- in discovering phase
- follow-up
- open-ended
- phrasing of
- responding to customers’
R
- Rapport building:
- with active listening
- and becoming trusted advisor
- connecting with customers for
- in discovering phase
- in opening phase
- Realistic objectives
- Real objections:
- asking questions to uncover
- recognizing
- Recommendations
- Reflections:
- on opening phase
- and planning
- on sales calls
- skipping
- Reframing, of objections
- Rejections, dealing with
- Relationships, buying decision and
- Relationship building:
- with customers
- in discovering phase
- at The McCrone Group
- Relationship Continuum:
- assumptions about position on
- levels of
- for The McCrone Group
- Research:
- by buyers/customers
- on buying decision
- critical areas of
- on customers
- in development of Critical Selling framework
- on discovering phase
- on handling objections
- before sales calls
- on sales performance/effectiveness
- on value of planning
- Resistance, in opening phase
- Resistance to change:
- by lower performers
- and mindset of top performers
- as self-sabotage
- and tenure
- Respect, handling objections with
- Responsibilities:
- confirming
- in defining of next steps
- Return on investment (ROI)
- Risks:
- of delaying/not making buying decision
- of failing to plan
- ROI (return on investment)
S
- Saint-Exupéry, Antoine de
- Sales, planning and
- Sales approach, making small changes to
- Sales calls:
- planning before
- reflecting on
- researching customers before
- setting objectives for
- “winging,”
- Sales effectiveness
- Sales organizations, successful
- Salespeople. See also Sales professionals
- buyers’ perceptions of
- trusted advisors vs.
- Sales performance:
- and Critical Selling framework
- and experience
- importance of
- improving
- at The McCrone Group
- and mindset
- and tenure
- Sales pitches:
- buyers’ views of
- tailoring
- Sales process. See also specific phases, e.g.: Closing phase
- accelerating
- committing to
- customers rushing of
- emotions in
- importance of opening in
- role of planning in
- rushing
- setting appropriate objectives based on
- trusted advisors in
- trust in
- Sales professionals. See also Top performers
- adaptations to buyers by
- interactions between customers and
- objections as battles between customers and
- practice for
- as trusted advisors
- Sales training
- SAM (specific, appropriate, measurable) objectives:
- Scratch Events
- Self-coaching
- Self-sabotage
- Sellers. See also Sales professionals
- Selling:
- changes in buying and
- difficulties with
- Selling cycle
- Selling skills, view of
- Sincerity
- Six critical areas of focus
- buying process
- customer needs and challenges
- customer situation
- impact
- options and alternatives
- people and relationships
- Six Principles of Influence
- Skeptical and cautious customer style
- Social media
- Social proof
- Solution(s):
- advocating for
- connecting customer needs to
- customers’ crafting of
- linking customer needs to
- linking customer values to
- objections regarding needs and
- recommending
- risks of rejecting
- strengthening
- summarizing customer needs and
- tailoring
- using objections to find
- Specific objectives
- Status quo trap
- Strategic questioning
- Subtext, listening for
- Success
- Summarizing:
- in active listening
- in closing phase
- Sympathy Close
- Synonyms, using
T
- Take-Away Close
- Targeted presentations
- Targeted questioning:
- about critical areas of focus
- about customer needs
- about options and alternatives
- following up with
- Tasks, confirming
- Technical products
- Technology
- Tenure
- Thanking customers
- Thinking, customers’:
- Thought process:
- for active listening
- for planning
- TIAA-CREF
- Time:
- buyers’ premium on
- respecting customers’
- Time commitment:
- for discovering phase
- for making change
- for planning
- for presenting phase
- Timing, of closing phase
- TMG, see The McCrone Group
- Tone of voice
- Top performers:
- adaptations by
- attitudes of
- characteristics of
- closing phase for
- confirmation by
- connections with customers of
- credibility and relationship building by
- critical areas of focus for
- customer-focused sales approach of
- differentiation by
- discovering phase for
- expertise of
- feedback solicitation by
- habits of
- handling of objections by
- incorporation of change by
- legitimate purpose statements of
- listening by
- mindset of
- motivation of
- objectives of
- opening phase for
- planning by
- practice by
- presenting phase for
- professional development by
- questions asked by
- reflection on sales calls by
- selling by
- strengthening of solutions by
- tailoring of solutions by
- timing of closing for
- “Touching base,” calls for
- Training:
- at The McCrone Group
- ongoing
- Transactional sales
- Transitioning, to presenting phase
- TripAdvisor
- TriZetto
- Trust:
- earning
- objections as sign of
- in sales process
- Trusted advisor(s):
- active listening by
- addressing alternative options as
- asking for feedback as
- assumptions about status as
- becoming
- benefits of being
- closing phase for
- handling objections as
- at The McCrone Group
- positioning yourself as
- questions asked by
- on Relationship Continuum
- sales professionals as
- tailored solutions from
- The Trusted Advisor (David Maister and Charles Green)
U
- Unfulfilled needs
- Unknown needs
- Unknown unknowns
V
- Validation
- Value:
- added
- customer objections about
- emphasizing
- of planning
- price and perceived
- of sales call
- Values, customers’
- Visa
- Visionary customer style
- Vocal presence
- Vocal quality:
- and active listening
- and presence
- in presentations
- Voice mail, delivering LPSs via
W
- Walters, Barbara
- Wells Fargo
- “What's in it for me?” attitude about change
- Wiley, David
- Williams, Serena
- Williams, Ted
- Williams, Venus
- Winfrey, Oprah
- “Winging” sales calls
- Word choice:
- in dealing with objections
- and presence
- in presentations
- repeating customer's words
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