Colleen Stanley - Emotional Intelligence for Sales Success Connect with Customers and Get Results

More Advance Praise for
Emotional Intelligence for Sales Success

Emotional Intelligence for Sales Success is a must-read for selling in todays environment. This book will strike a cord with anyone in sales looking for an edge in the marketplace. Colleen shows her depth of experience in EI selling, and delivers compelling insight that is invaluable to building a sales organization that truly will capture and drive results not only in the present but for many prosperous years to come!

Spencer Warren, VP of Sales, U.S. Foods, Denver, Colorado

Before you make another sales call, read Colleens book. Emotional Intelligence for Sales Success is extremely readable, provocative, yet practical. Anyone selling anything can benefit from her research, experience, and proven strategies.

Jane Applegate, author of 201 Great Ideas for Your Small Business ; and Executive Producer SmallBizWorldTV.com

Emotional Intelligence for Sales Success is a dramatic departure from the vast majority of sales books. The critical importance that Emotional Intelligence plays in the sales process is not well understood and seldom taught. Colleen Stanley offers a clear step-by-step guide with real-world examples that will help all salespeople understand and apply these difference-making concepts. This is an essential read for all salespeople and sales leaders.

David Sass, VP and General Manager, North American Corporation

This book is an engaging guide to incorporating the principles of Emotional Intelligence into your arsenal of selling skills. I highly recommend it for any individual or organization that is looking to attain the next level of success.

Kirk Schreck, COO, ServiceMagic, Denver, Colorado

Emotional Intelligence for Sales Success really illustrates how soft skills can sharply impact a sales career. Colleen offers great advice and strategies that really are game changers. She is one of the best sales trainers our company has worked with, and this book truly captures the essence of her live sales training. A great read!

Tedde Reid, President, SEFA (Supply & Food Service Alliance)

Colleen manages to effectively close the knowing-and-doing gap by providing real-world examples of challenges faced every day by sales professionals. She blends expert knowledge with neuroscience and emotional intelligence to create the complete package for anyone looking to grow sales results.

Simon Lawler, Learning and Development Manager, OtterBox

At PARC, we have proven that we are experts at innovation and developing leading-edge technologies. However, when it comes time to translate that into an economic outcome, we realized that we needed to improve our key sales skills to move our customers from thinking to buying. Using Emotional Intelligence, as taught in Colleens book, armed us with the necessary tools to bridge this gap.

Tamara St. Claire, Chief Business Officer, PARC (Palo Alto Research Center, Inc.)

Colleens approach to helping her customers solve challenges is effective, creative, and, most valuable of all, uniquely designed to focus on the root causes rather than the symptoms. Her ability to accomplish this so effectively is second to none, with a continually impressive degree of emotional intelligence in both group settings and with individuals.

Mike Sarran, U.S. Director of Professional Development, PCL Construction

Emotional Intelligence for Sales Success

Connect with Customers and Get Results

Colleen Stanley

American Management Association

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Library of Congress Cataloging-in-Publication Data

Stanley, Colleen.

Emotional intelligence for sales success : connect with customers and get results / Colleen Stanley.

p. cm.

Includes bibliographical references and index.

ISBN-13: 978-0-8144-3029-3

ISBN-10: 0-8144-3029-5

1. SellingPsychological aspects. 2. Customer relationsPsychological aspects. 3. Emotional intelligence. I. Title.

HF5438.8.P75S73 2013

658.8501'9dc23

2012016589

2013 Colleen Stanley.

All rights reserved.

Printed in the United States of America.

This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019

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About AMA

American Management Association (www.amanet.org) is a world leader in talent development, advancing the skills of individuals to drive business success. Our mission is to support the goals of individuals and organizations through a complete range of products and services, including classroom and virtual seminars, webcasts, webinars, podcasts, conferences, corporate and government solutions, business books and research. AMAs approach to improving performance combines experiential learninglearning through doingwith opportunities for ongoing professional growth at every step of ones career journey.

Printing number

10 9 8 7 6 5 4 3 2 1

This book is dedicated to our wonderful clients. Thank you for making work such a pleasure. Thanks to my husband, Jim. Your unconditional support continues to amaze me.

Contents

by Jill Konrath

Foreword

WHAT DOES A MARSHMALLOW EXPERIMENT have to do with sales success? Thats exactly what I wondered when Colleen Stanley started talking at the sales conference about a study where kids were told they could have one marshmallow now or two if theyd wait a few minutes.

As it turns out, their ability to delay immediate gratification had a huge impact on their success in school. And, as Colleen explained, salespeople who avoid premature closing succeed much more often than those who cant.

Whoa! I thought. This lady is onto something. Then, when she started talking about the multiple aspects of emotional intelligence (EI), I knew shed found the missing link.

Salespeople with low EI frequently sabotage themselves, even after the best sales training in the world. At the same time, their peers with both high intrapersonal and interpersonal EI consistently outperform others.

Turns out that these soft skills, which have so long been pooh-poohed by the business community, are much more than just warm fuzzies. Instead of being of little consequence, theyre big-time significant.

Recently I spoke to a group of talented young sales professionals. Real go-getters. They had a track record of success prior to getting the job at this high growth company. The CEO asked me to speak about my early years in salessomething I hadnt thought about for a long time.