Barry J. Farber - Sales Secrets from Your Customers (State of the Art Selling)
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Sales Secrets from Your Customers (State of the Art Selling)
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Includes tips, tools and quotes from hundreds of interviews conducted with customers to find out what salespeople were doing right and wrong. Paper. DLC: Selling.
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CAREER PRESS 3 Tice Road P.O. Box 687 Franklin Lakes, NJ 07417 1-800-CAREER-1 201-848-0310 (outside U.S.) FAX: 201-848-1727
Page 4
Copyright 1995 by Barry J. Farber
All rights reserved under the Pan-American and International Copyright Conventions. This book may not be reproduced, in whole or in part, in any form or by any means electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system now known or hereafter invented, without written permission from the publisher, The Career Press.
SALES SECRETS FROM YOUR CUSTOMERS Cover design by A Good Thing, Inc. Printed in the U.S.A. by Book-mart Press
To order this title, please call toll-free 1-800-CAREER-1 (NJ and Canada: 201-848-0310) to order using VISA or MasterCard, or for further information on books from Career Press.
Library of Congress Cataloging-in-Publication Data
Farber, Barry J. Sales secrets from your customers / by Barry J. Farber. p. cm. Includes index. ISBN 1-56414-169-1 (pbk.) 1. Selling. 2. Customer relations. I. Title. HF5438.25.F3725 1995 658.85dc20 95-189 CIP
Page 5
Acknowledgments
Thank you to Richard Farano for supplying the concept for this book.
Special thanks to all the salespeople who gave their time and shared their insights, and especially to all those customers who were so willing to share with me their complaints, praise, thoughts, ideas and opinions. It was a pleasure to listen and learn from you all.
And to Sharyn Kolberg, with great appreciation, for being my valued friend, partner and mind reader.
Special thanks to the Career Press staff: To Ron Fry and Larry Wood for the support and enthusiasm; and to Betsy Sheldon, Ellen Scher, Regina McAloney and Sue Gruber for outstanding quality in production.
Page 7
Contents
Preface
9
Introduction
13
What is a customer?
13
What do buyers think about salespeople?
14
Chapter 1 Buyers consider most helpful in salespeople...
19
Knowledge
20
Empathy
24
Good organization
29
Promptness
34
Follow-through
37
Solutions
42
Punctuality
47
Hard work
49
Energy
52
Honesty
55
Page 8
Chapter 2 Buyers find most objectionable in salespeople...
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95-189