Customer Centered Selling: Eight Steps to Success from the World's Best Sales Force

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Customer Centered Selling teaches you the secret of the world-famous Xerox sales training program. The secret, Robert Jolles reveals, is reversing the conventional selling practice of searching for customer needs. To truly create urgency, you must focus instead on the customer's problems and decision-making process. Jolles provides a systematic, repeatable, predictable approach that teaches you to anticipate and influence behavior as the customer moves through an eight-stage "decision cycle" and ultimately ...

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Overview

Customer Centered Selling teaches you the secret of the world-famous Xerox sales training program. The secret, Robert Jolles reveals, is reversing the conventional selling practice of searching for customer needs. To truly create urgency, you must focus instead on the customer's problems and decision-making process. Jolles provides a systematic, repeatable, predictable approach that teaches you to anticipate and influence behavior as the customer moves through an eight-stage "decision cycle" and ultimately discovers his or her needs. The book includes a series of case studies, activities, and exercises that enable you to better understand the principles being taught, so you can immediately apply them to your own unique scenarios. This book is a "must read" for all sales professionals, sales managers, and managers in need of a disciplined approach to persuading others.

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Product Details

  • ISBN-13: 9780684855011
  • Publisher: Free Press
  • Publication date: 8/28/2000
  • Edition description: 1 FIRESIDE
  • Pages: 384
  • Product dimensions: 5.60 (w) x 8.40 (h) x 0.90 (d)

Meet the Author

Robert L. Jolles is President of Jolles Associates, Inc., an independent training consulting firm. The Sales Trainer with the longest tenure working at Xerox Corporation today, Mr. Jolles is also the only person to have been awarded the position of Senior Sales Training Consultant. He lives in Great Falls, Virginia.

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Table of Contents

Preface
Acknowledgments
1 The Selling Dilemma 3
2 Your Behavioral Cycle 15
3 Marrying the Product to the Process 22
4 The Customer Centered Selling Process 29
5 The Customer Centered Decision Cycle 37
6 Teaching Salespeople to ... Fail! 61
7 Exposing the Biggest Myths in Selling 81
8 Questioning Techniques 91
9 The Customer Centered Selling Cycle 102
10 The Research Stage: The Value of a Good Conversation 109
11 The Analysis Stage: The Best-Kept Secret in Selling 128
12 The Confirmation Stage: Getting Past the First Decision Point 166
13 The Requirement Stage: Discovering the Solution 177
14 The Specification Stage: Locking Out Misunderstandings ... and the Competition 191
15 The Solution Stage: Putting Your Product Knowledge on Display 201
16 The Close Stage: Earning the Right to Close 222
17 The Maintenance Stage: Restarting the Process 244
18 The Opening Tactic 259
19 The Objection-Handing Tactic 276
20 Strategic Decision Making 310
21 Making the Process Stick 325
22 Some Final Thoughts 341
App The Stages of the Decision Cycle and the Selling Cycle 347
Customer Centered Selling Worksheets 349
Reply Card 355
Index 357
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  • Anonymous

    Posted August 25, 2003

    10 Stars if I could!!!

    This book is terrific...It answered many questions I had about sales approach to b2b selling. If you are selling b2b or your product/service has a high value, you will love the tools this book will give you to succeed! It has great examples, and useful exercises to make the material 'stick'. Rob breaks everything down to minute detail, so everything is duplicatable and understandable. I hope to see an audio version sometime in the future. I love the questioning sequences detailed by Rob and his honest and ethical approach to every step in the sales cycle. This book also teaches you how to use the selling principles in everything else in life from managing employees to bringing up children. I am already beginning to be more pursuasive with my fiance and my boss. I am loving it!!! Robert Jolles teaches you very SOUND techniques and not hype like Tom Hopkins, Zig Ziglar or Joe Girard. I love the fact that he was a senior sales training consultant at Xerox, which is world-known for its investment in sales research and its training methodologies.

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  • Anonymous

    Posted February 20, 2002

    Picks Up Where Sales Training Leaves Off

    When I finally got my hands on this, I discovered that I really didn't understand the sales 'process' at all. Jolle's has done a superb job in bringing this to the reader's attention and outlining it. When I took his information and outline and then applied my company's own sales knowledge, my closings increased along with my referrals and my buyer's remorse rate decreased. Magical? No. I just applied what Jolle's taught to my own situation. Take time to do the exercises in his book and apply the material to your specific situation and you'll be surprised! I'm in direct-in-home sales.

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