Jeffrey H. Gitomer - Knock your socks off selling

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title	:	Knock Your Socks Off Selling
author	:	Gitomer, Jeffrey H.; Zemke, Ron.
publisher	:	AMACOM Books
isbn10 | asin	:	0814470300
print isbn13	:	9780814470305
ebook isbn13	:	9780585198996
language	:	English
subject	Customer loyalty, Consumer satisfaction, Customer services.
publication date	:	1999
lcc	:	HF5415.525.G583 1999eb
ddc	:	658.85
subject	:	Customer loyalty, Consumer satisfaction, Customer services.

Page iii Knock Your Socks Off Selling Jeffrey Gitomer and Ron Zemke American Management Association New York Atlanta Boston Chicago Kansas City San Francisco Washington, D.C. Brussels Mexico City Tokyo Toronto

Page iv This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Gitomer, Jeffrey H. Knock your socks off selling / Jeffrey Gitomer and Ron Zemke. p. cm. Includes bibliographical references (p. ). ISBN 0-8144-7030-0 1. Customer loyalty. 2. Consumer satisfaction. 3. Customer services. I. Zemke, Ron. II. Title. HF5415.525.G583 1999 658.85dc2199-18406 CIP KNOCK YOUR SOCKS OFF SELLING is a registered trademark of Performance Research Associates, Inc. 1999 Jeffrey Gitomer and Performance Research Associates, Inc. All rights reserved. Printed in the United States of America. Artwork John Bush, 1999 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 Printing number 10 9 8 7 6 5 4 3 2 1

Page v TABLE OF CONTENTS A Pair of Acknowledgments and Thank-Yous vii PrefaceNothing Happens Until You Make It Happen xi Part One Are You Ready for Knock Your Socks Off Selling? 1 1 The Born Salesperson 3 2 The Fundamentals of the Knock Your Socks Off Sales Call: How Do You Rate? 8 3 Is the Consultative Approach to Knock Your Socks Off Selling for You? 24 4 The Five Commitments of Consultative Knock Your Socks Off Selling 30 Part Two The Fundamentals of Knock Your Socks Off Selling 35 5 Cold Calling: Creating Prospects the Hard Way 37 6 Networking:Rx for the Cold Call 47 7 The Referral: Handle with Care 54 8 The Thirty-Second Commercial: Key to Memorable Contacts 59 9 Cultivating Top Down Sales 65 10 Questions, Questions, Questions: Keys to Understanding 72 11 Anticipating Customer Needs and Expectations: The Rater Factors 86 12 The Presentation: Telling Your Story, Making Your Case 98 13 Closing is a Process, Not a Single Action 111 14 Overcoming Objections and Dealing with Doubt 122 15 Common Objectionsand Their Answers 127

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