Index
- “About-them” mind-set, 20
- ACTION sales model, 205–206
- Add-on Selling (Domanski), 113
- “Ah Counters,” 213–214
- Airmont, Scott, 128
- Altucher, James, 174
- Amazon.com, 181
- Amy Vanderbilt Complete Book of Etiquette (Tuckerman and Dunman), 99
- Annoying phrases, 214
- Answer to objection, 61–62
- The Art of Deception (Mitnick), 54
- The Art of Sales podcast, 43, 68, 84, 150
- Asking attitude, 188–189
- Asking for a decision, 121–124
- Asking gets action, 191–192
- Assistants:
- Assistants, working with:
- about, 105
- asking for help, 115
- assistant reality check, 106–107
- assistant’s name, 110
- be prepared to sell to, 108–109
- connecting with, on LinkedIn, 110
- decision maker’s preference, 111
- gatekeeper and screener myths, 105–106
- getting messages to buyers, 113–114
- help request, 114
- names of others, 111–112
- personal information about buyer, 110–111
- sending information, 112–113
- tips for working with, 110–113
- tone of voice, 110
- what to do, 107–108
- Assumptive problem questions, 157–159
- Attitudes:
- Authority, 205
- Avoidance behavior, 6
- Bad weather days, 79
- Bartashy, Mike, 239–240
- Bay, Jason, 83–84
- Bechtel, Michael, 149
- Becker, Hal, 79
- BEing, 218–219
- Benefits:
- Benefit vs. free, 27
- Bergoust, Eric, 226
- Berkley, Susan, 216
- Big thinkers:
- Blissful Prospecting, 83
- Blount, Jeb, 10, 132
- Books, sending to prospects, 81
- Boolean search terms, 43–44
- Bornancin, Brandon, 87–88
- Brainstorming, 58
- Brett, George, 77
- Brush-off, 150
- Buffington, Perry, 215
- Business By Phone Inc., 36
- Buyers:
- Buying process in progress, 7
- Call-backs, 201
- Caller ID, 232
- Calls, opening, 14
- Call summary ending:
- Can I Have 5 Minutes of Your Time? (Becker), 79
- Carnegie, Dale, 125–126
- CEO Guest: Dan Hoemke Shares How to Sell to the Top (podcast), 150
- Cheap Psychological Tricks (Buffington), 215
- Cialdini, Robert, 54, 181, 184
- Cold calling:
- Combo prospecting, 80
- Combo Prospecting (Hughes), 80
- Commitment:
- Commitment for next action, 187–197
- ask for action not permission, 195–196
- asking attitude, 188–189
- asking for, 196–197
- asking for more gets more, 194–195
- attitude vs. technique, 188–189
- commitments on every call, 189–193
- on every call, 189–193
- “The Perfect Close,” 193–194
- they have nothing to fear, 194
- validation of phrase through, 187–188
- “why not try this” (question), 193
- Commitment on every call:
- Company newsletter, 42
- Competitor vulnerability, 44–45
- Contact marketing, 85
- Contact name, 14
- Content marketing, 5
- Cost reductions, 28–29
- Covey, Steven, 63
- Customers, contacting previous, 40
- Customer experiences, 31–32
- Customer relationship management (CRM) systems, 32
- Customer service, 56
- Cutting costs, 28–29
- Daehling, Greg, 101–102
- Database, 40
- Davis, Matt, 233
- Dead week, 78
- DeBender, Jim, 113
- Decision makers, opening statements to, 119–121
- Delivery of script, 133–134
- Developing Strong Value Propositions (Konrath), 32
- Differentiation, 29–31
- Direct mail, 81
- Direct numbers, 86–88
- Domanski, Jim, 112–113, 127
- “Don’t say” list, 118–119
- Dunman, Nancy, 99
- Electronic messages, on LinkedIn, 47
- Elias, Craig, 37, 38
- Email:
- Email habit, 236–237
- Email marketing, 5
- Executive assistants, 34. See also Assistants
- Executives, 34
- ExecVision, 57, 215
- Expectations, 65
- Extreme listening, 174–175
- Eye contact by phone:
- Facebook, 50–51
- Fanatical Prospecting (Blount), 10
- Fear, 194
- Feil, Larry, 237
- Fellow alumni, 234–235
- Fenton, Richard, 68
- Filetype searches, 43
- Flannery, David, 39
- Flip the Script (Klaff), 141
- Follow-up calls, 79–80
- Follow-up call success, 200–202
- “For future reference” (phrase), 154
- Fortin, Jim, 218–220
- Free vs. benefit, 27
- Furyk, Jim, 131–132
- Future opportunities, 8
- Gabrielse, Gary, 153–154
- Galper, Ari, 147
- Gardner, Chris, 150
- Gatekeepers. See also Assistants; Assistants, working with; Screeners
- Get the Meeting (Heinecke), 85
- Glengarry Glen Ross (movie), 188
- Go for No (Waltz and Fenton), 68
- Google, 87
- Google Earth, 43
- Google Maps, 43
- Google news alert, 44–45
- Greenleaf, Robert, 176
- Hammer, Adam, 68
- Hashtags:
- Heinecke, Stu, 85
- Help desk, 56–57
- High achievers, 65
- Hoemke, Dan, 150–151
- Horna, Kim, 138
- Hot streak, 226
- “How are you today” question:
- How to Get a Meeting with Anyone (Heinecke), 85
- “How to Get New Business from Your Best, and Easiest Sources,” 40
- Hughes, Tony, 80
- Human resources, 56
- Hunter, Mark, 132, 237
- Hyman, Ben, 148–149
- Iannarino, Anthony, 132
- IBM, 87
- Iceberg theory of questioning, 160–162
- Identification, 54
- Inadequacy, as buying motivator, 33
- Influence: The Psychology of Persuasion (Cialdini), 54, 181
- Information needed on next call, 206
- Instagram, 50–51
- Instructional statements, 162
- Intelligence, from prospects systems, 98
- Intelligence gathering:
- about, 35
- competitor vulnerability, 44–45
- database, 40
- getting personal, 38–39
- Google news alert, 44–45
- LinkedIn, 45–48
- online information, 40–43
- other free and paid online sources of information, 48–49
- prospect information, 35–37
- smart information source, 40–44
- social networks, 49–51
- trigger events, 37–38
- winning the sale, 39
- Interest/need, 205
- Interruptions:
- Introductions, 134
- Investor relations, 56
- Isaacson, Travis, 78
- IT desk, 56–57
- It’s Called Work for a Reason—Success Is Your Own Damn Fault (Winget), xii
- Job postings, 42
- Jones, Sean, 10–11, 132
- Justification statement, 54–55
- “Just” term, 119
- Kendall, Rick, 149
- Killam, Patrick, 232
- Klaff, Oren, 141–142
- Klayman, Steve, 220
- Knighton,Charles, 111
- Konrath, Jill, 32, 87
- Langer, Ellen, 54
- Last resort messages, 100–101
- Lee, Bill, 81
- Line of questioning, 156–157
- LinkedIn, 45–48
- Listening, 171–176
- Listening to talking ratio, 175
- Lott, Janelle, 139
- Lumpy mail, 86
- McClintock, Tim, 75
- McGurk, Shannon, 115
- Mackay, Harvey, 39
- Mackay 66 tool, 39
- Mailroom, 57
- Managers, 34
- Margolis, Josh, 159
- Marketing:
- Mason, Tom, 102–103
- Mayer, Ann, 75
- Medina, Angie, 86
- Meet the Press (TV program), 183
- Mental ability, 217–218
- Messages:
- Mission statements, 41–42
- Mitnick, Kevin, 54
- Moore, Ryan, 106–107
- Motivation, getting and staying, 217–229
- about, 217–218
- BEing, 218–219
- big jump, 226–227
- big thinkers, 223–225
- fear of calling, overcoming, 221–222
- fears, “say what” to, 222
- rejection never again, 219–221
- remembering wins and forgetting losses, 222
- selling more as a kid, 227–229
- Smart Selling success story, 221
- stories you tell yourself, 225–226
- Muir, James, 193–194
- Multimedia messages, 83–85
- Name(s):
- Need, questions regarding, 162
- Needs, pains, problems and desires quantification, 162–163
- Nelson, Tim, 42–43
- New Sales. Simplified. (Weinberg), 6, 139–140
- Next call:
- Next step recommendation, 177–185
- about, 177
- information from prospects before, 178
- people-are-interested-in-other-people principle, 182–183
- principle of consistency, 183–184
- principle of preconditioning, 185
- process of, 179–181
- sales recommendation, 184
- social proof, 181–182
- vs. pitching, 178
- “you are absolutely going to love this,” 184–185
- Notes, 97, 205–206
- “Not interested” response, 152
- Numbers game of cold calling, 9
- Objectives, 63–71
- “Oh” question, 162
- Olson, Jared, 149–150
- “One more question” technique, 160
- Online information:
- Opening statements, 117–129
- about, 117–120
- asking for a decision, 121–124
- being assumptive, 124–125
- to decision makers, 119–121
- declarative statements, 124–125
- “don’t say” list, 118–119
- “how are you today” question, 127–129
- ideas, 205–206
- “just” term, 119
- length of, 138–139
- names, unusual, 125–127
- opening phrases to avoid, 119–120
- resistance after, 145
- review and fine tune, 117–120
- reviews and makeovers of, 243–244
- reviews of, 239–241
- small talk, 127–128
- time issue, 139–140
- tone of voice, 128, 129
- use of “how are you today” question, 127–129
- weasel words, 140
- what to avoid, 119–121
- “will” term usage, 124–125
- Opening statement process, 134–136
- Oriental Trading Company, 86
- Overview, 206
- Own vs. buy, 193
- Pain and gain, 27
- PAP (persistence, attitude, and process), 237–238
- Parinello, Anthony, 224
- People-are-interested-in-other-people principle, 182–183
- Peoples, David, 224
- “The Perfect Close,” 193–194
- Persistence, 101–102
- Personal information, 110–111
- Personal motivators, 23
- Phelps, Michael, 65
- Pitch Anything (Klaff), 141
- Planting seeds, 69–71
- Ponnwitz, Rob, 11
- Possible next-call objectives, 205–206
- Possible value, easy ways to provide, 27–28
- Possible Value Propositions (PVPs), 19–34
- PR (public relations), 56
- Pre-call planning:
- Press releases, 41
- Price discussion, 153
- Primary objectives, 65–67
- Principle of Consistency, 183–184
- Problems, solutions for, 135
- Profiting by Phone (Domanski), 113
- Prospecting:
- Prospect website, 41–43
- Public relations (PR), 56
- Purchasing, 56
- The Pursuit of Happyness (Gardner), 150
- PVPs, see Possible Value Propositions (PVPs)
- Questions. See also Smart Questions
- Rain Group, 7
- Recording calls:
- Rejection:
- Research, 15
- Resistance after opening statement, 145
- Resistance to smart calls, 145–154
- about, 145
- early price question, 153
- early resistance case study, 153–154
- pattern interrupt, 146
- responding when happy with present supplier, 148–150
- response to “not interested,” 152
- response to try to rush, 151–152
- response when they hang up on you, 152–153
- “send me some literature” request, 150–151
- simplicity, 147
- softening statement, 147
- sounding dumb, 148
- “why should I consider you” trap, 151
- Resistant Reflex Responses (RRRs), 145
- Results:
- Return call, message prompting, 101–102
- Richard, Steve, 57, 215
- Richter, Sam, 43, 87
- Risk aversion, 226–227
- Roberts, John, 164
- Roosevelt, Eleanor, 67
- Roush, Al, 232
- RRRs (Resistant Reflex Responses), 145
- Ruffing, John, 44
- Russert, Tim, 183
- Sales:
- practice for, xii
- vs. marketing, 6
- Sales departments, 56
- Sales Differentiation (Salz), 31
- Sales intel industry, 49
- Sales intelligence, x
- Sales Management. Simplified. (Weinberg), 6
- Sales Navigator, 47
- Sales process and techniques, x–xi
- Sales recommendation, 178
- Sales reps:
- Sales skills, 8
- Sales statistics, 73–74
- #SalesTruth (Weinberg), 6
- Salz, Lee, 31
- Screeners. See also Assistants; Assistants, working with; Gatekeepers
- Script, delivery of, 133–134
- Seamless.ai, 87–88
- Secondary objectives, 67–71
- Seeds, planting, 69–71
- Selling more as a kid, 227–229
- Selling to Big Companies (Konrath), 87
- Selling to the Top (Peoples), 224
- Selling to VITO (Parinello), 224
- Sending information:
- The Seven Habits of Highly Effective People (Covey), 63
- Shady tactics, 103
- Shanto, Tibor, 109
- Sinclair, Gordon, 195
- Small talk, 127–128
- Smart Call/Calling:
- Smart Call/Calling, creating and placing:
- Smart Call/Calling interest-creating opening statement:
- Smart Call/Calling objectives:
- Smart Call/Calling opening, 92–93
- Smart Call/Calling recommendation process:
- Smart Call/Calling reviews, case studies, and makeovers:
- SmartCallingBook.com, x, 216
- Smart Calling Companion Course, ix–x, 48, 57, 66, 83, 170, 197, 215, 216
- Smart Calling Inner Circle Coaching, 10
- Smart Calling Intel Engine, 43–44
- Smart Calling Report (training letter), 112, 150
- Smart Ideas prior to call, 73–88
- best time to call, 74–76
- combo prospecting, 80
- days to call, 77–78
- direct numbers, 86–88
- emailing before, 82–83
- end with positive, 77
- follow-up calls, 79–80
- multi-media messages, 83–85
- phone time rituals, 76
- on a roll, 76–77
- and sales statistics, 73–74
- unconventional time to call, 78–79
- unusual items sent before, 85–86
- warming up, 80–82
- weekends, 79
- Smart information, 97
- Smart Questions, 155–170
- about, 155
- about present supplier, 167–168
- annoyance determination, 165–166
- assumptive problem questions, 157–159
- benefits questions vs. inane leading ones, 168–169
- cheesy questions, 163
- decision-making process, 165
- fuzzy phrases clarification, 167
- getting more information from, 169–170
- iceberg theory of questioning, 160–162
- loaded benefit question, 159
- personalization of, 164
- possible benefits to create questions, 156–157
- quantifying needs, pains, problems and desires, 162–163
- question and answer quality, 167
- questioning mistake, 166
- questions to avoid, 167–168
- Smart Voicemail Message, 142–143
- Smith, Mark, 235
- Smith, Sydney, 172
- Social engineering:
- Social engineering to gather intelligence, 53–62
- Social intelligence, 6
- Social media, in combo prospecting, 80
- Social networks, 49–51
- Social proof, 241
- Social selling, 5, 80
- Softening statement, 147
- Soft-sell approach, 15
- Sounding cheesy, sleazy, salesy (like a salesperson), 3, 119, 211–213
- Sounding dumb, 148
- Sounding smooth, 34
- Speak to Influence (Berkley), 216
- Specialties, 134–135
- Spending ceiling, 194
- Spitzman, Toni, 95–96
- Spreda, Tim, 173
- Stand for sales, 215–216
- Status alignment, 141–142
- Stein, Jay, 237–238
- Street view, on Google, 43
- Strong, Lisa, 108
- Success tips, 231–238
- buyers, follow, 233
- buyers, way to find, 231
- calling card, 232
- calling fellow alumni, 234–235
- compliments in referral opening, 235
- decision makers, how to locate, 233
- decision-making organization chart, 233
- “does that sound familiar?,” 236
- email to find the buyer, 231
- on hold readiness, 233
- interruptions, creating, 236–237
- letting the phone ring longer, 235–236
- notes, on what is said and is meant, 237
- PAP (persistence, attitude, and process), 237–238
- referrals from within prospect’s company, 233–234
- Smart Calling Success story, 232
- voicemail greetings, 234
- Swim With the Sharks Without Being Eaten Alive (Mackay), 39
- Switzer, Brian, 6–7
- “Teach me” (phrase), 149
- TeleConcepts Consulting, 113
- Telephone communication, effective, 211–216
- Telephone prospecting, 3–15
- “Tell me more about that” reply, 173
- Thanks, 121
- Theory of contrast, 194–195
- Thies, Crystal, 46
- Time of opening statement, 139–140
- Time to call, unconventional:
- Timing, 205
- Toastmasters, 213–214
- Tone of voice, 110, 128, 129
- Totland, Ed, 126
- Trite phrases, 26
- Tuckerman, Nancy, 99
- Turnbull, Shawn, 55
- Turner, Mike, 75–76
- Twain, Mark, 171
- Twitter, 50
- Unconventional technique, 141
- Unlock the Game (Galper), 147
- Users:
- Valenta, Ales, 226
- Value, meanings of, 33–34
- Vanguard Cleaning Systems, 11
- Voice, tone of, 110, 128, 129
- Voicemail, 91–103
- Voicemail, how to be smart with:
- about, 91–92
- be prepared, 94
- call back immediately, 98
- call back promise, 95
- calls as different times of day, 98
- directions in notes, 97
- goal of leaving, 92–94
- here’s my number, 99
- how many messages to leave, 95–96
- intelligence from prospect system, 98
- just hit reply, 101–102
- last resort message, 100–101
- listening to, 96–97
- listening to voicemail message, 96–97
- live voice, 98
- message review, 99
- message standing out, 99–100
- phone number twice, 99
- prompting a return call, 101–102
- repeat calls message, 96
- shady tactics, 103
- unreturned mail message, 102–103
- Wall Street Journal, 39
- Waltz, Andrea, 68
- Wants of buyers, 24
- Weasel words, 140
- Weekends, 79
- Weinberg, Mike, 6, 139–140
- Weinhaus, Evonne, 149
- Welsh, Tom, 111
- What to avoid:
- Wildcard searches, 86–88
- “Will” term usage, 124–125
- Window of dissatisfaction, 37–38
- Winget, Larry, xii
- Win or lose options, 226–227
- Wirsing, Jeff, 149
- Wise, Walter, 79
- Wittwer, Janette, 75
- Womply, 235
- “Won Sales Analysis” tool, 38
- Words, nonthreatening, 193
- WorldCom, 37
- Wrapping up calls, 199–207
- Young, Paul, 75
- “Your Voice Is Not Optional” (webinar), 216
- YouTube, 51
- Zimmerman, Alan, 217–218
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