Sales on the Line: Meeting the Business Demands of the '90s Through Phone Partnering Book

	Preface	xi
	Foreword	xiii
	Introduction	xvii
Section 1	The Whys
Chapter 1	Setting The Parameters	3
	The Statistics of Communication	4
	The Framework	5
	Skill Set 1	13
Chapter 2	Relationship	15
	The Buying Environment	15
	The "We Space"	17
	Maps Revisited	18
	Skill Set 2	23
Chapter 3	Rapport	25
	Breaking Down The Behaviors In Comfortable Situations	26
	Skill Set 3	32
Chapter 4	Respect	35
	Whoever Owns The Problem Owns The Solution	36
	Working From A Curiosity Base	36
	Choice Through Perceptual Shifting	37
	Skill Set 4	42
Section 2	The Hows
Chapter 5	How Conversations Work	47
	Rapport	47
	Breaking Down The Call	50
	Skill Set 5	56
Chapter 6	Questioning Techniques: Helping A Client Discover Her Needs	59
	Using Self, Observer, And Other To Aid The questioning Process	60
	Putting It All Together	66
	Skill Set 6A	68
	Assisting Clients In Recognizing Their Problems	70
	Organizing Experience Through Questions	73
	The Step-By-Step Process	76
	Supplementary Questions	84
	Putting It All Together	86
	Old Model Questions	87
	Skill Set 6B	91
Chapter 7	Questioning Ourselves: How We Interpret Communication Clues	93
	Listening For The Meta-Message	93
	Getting From Present Situation To Desired Goals	99
	What To Ask Yourself When It's Not Working	104
	Skill Set 7	108
Chapter 8	Listening	111
	Reasons To Listen	112
	The Four Types of Listening	120
	How To Travel Between Self, Other, And Observer	121
	What To Do When You Lose Rapport	130
	Skill Set 8	134
Section 3	The Application
Chapter 9	What To Say When It's Time To Talk	139
	Cold Calls And Referral Calls	141
	The Meat of The Conversation: The Initial Pitch	146
	Follow-Up Calls	157
	Incoming Calls	164
	What Not To Say And Do	165
	Skill Set 9	168
Chapter 10	Helpful Hints	171
	Qualifying A Prospect	171
	What To Do With Voice Mail	181
	Referrals	181
	Ongoing Client Contact	182
	Incoming Calls	187
	Skill Set 10	191
Chapter 11	Time Management And The Phone	193
	Breaking Down The Day	193
	Organizing Your Calling Days	196
	Skill Set 11	200
	Conclusion	203
	Glossary	205
	Index	209
	About The Author	213
	Resource Guides	214