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INDEX
The Seven Evolutionary Levels to Profound Selling
A
Anniversary dates, 187
Answer, 314, 372
Answer key for exercises, 377
(the) Art of Glenzen, 310
Anxiousness, 174
Appearance of product, 131
Appointment(s), 31, 182, 205, 206, 208, 212, 215, 216, 299
B
Be protective of your time, 268
Body language, 165, 371
- Boredom, 167
- Buying signs, 178
- Confidence, 168
- Defensiveness, 169
- Desire to end session, 166
- Desire to speak, 170
- Disbelief, 176
- Distrusting or doubtful, 171
- Domineering/controlling, 171
- Evaluating, 172
- Frustration or irritation, 166
- Hidden agenda, 173
- Honesty, 173
- Impatience, 174
- Interested, 174
- Mirroring, 253
- Readiness or desire to move to action, 175
- Rejection, 176
- Surprise, 176
- Uncertainty, 174
Business card, 195
Business, dealership, store, 53
Business ratios, 215
- Appointment, 215
- Appointments kept, 216
- Appointment scheduling, 216
- Consultation, 217
- Referral business, 218
- Sales closing, 217
- Second visits, 220
- Thank you call, 217
Buyer’s remorse, 156
Buying signs, 178
C
Climbing Pinnacle Peak, 71
Close/Closing, 63, 374
- Level Five, 344
- Level Three, 138
- Sales process, 46
- Silence after the close, 64
Close-ended questions, 93
Closes (Major), 63, 149, 374
- Assumptive Paperwork, 155
- Autograph, 155
- Balance Sheet, 152
- Choice, 66
- Delivery Date, 65
- Direct Request, 66
- Economy Is Off, 103
- Equity, 155
- Financing, 66
- Mathematical Time, 210
- Notepad, 150, 155
- Objection, 336
- Ownership, 66
- Rationalization, 157, 162
- Respect, 155
- Retail Clothing Store, 69
- Seasonal major close, 161
- Seriously I, 66
- Seriously II, 67
- Tie Down, 156
- Two Decision major close, 66
- Whatdaya Say major close, 66
- What would you do?, 210
- Writing major close, 150
- Your/Ownership, 151
Closes (Minor), 139, 374
- Color, 140
- Comfort, 141
- Complement, 141
- Design, 140
- Drink, 142
- Enjoyment, 141
- Operation, 140
- Points, 141
- Sound Level, 141
- Summary, 140
- View, 141
Closes (Trial), 143, 374
- Desire, 145
- Draft It Up, 147
- Financial Plans, 144
- Garage Door, 144
- I look Good In This, 146
- If Ever You Were To, 145
- If They Were Here Right Now, 145
- New Design, 188
- Options and Pricing, 144
- Paperwork, 143
- Paperwork and Demonstration, 146
- Price Aside, 144
- Purchase Now, 143
- Quickie, 146
- Three Steps to Ownership, 147
- See, 145
- Service Department, 190
- Stop Looking, 144
Confidence, 97
- Famous people with confidence and perseverance, 100
- Climbing, 98, 99
- Comfort of product, 131
Consultation, 114, 373
- Eye movement during, 117
- H.O.N.O.R., 115
- Have or Had, 115
- Order, 118
- Number, 120
- Options, 121
- Return, 126
- Outline sheet, 129
Controlling the customer, 93, 290
Customer buying priorities, 211
Customer fear, 247
D
Data spewing, 43
Decision makers, involve all, 128
Defending, 287
Defending versus understanding, 287
Dick Adams' Story (D.A.), 17
Demonstration of Product, what to know prior to, 59
E
Emotional constipation, 272
Emotional motive (EM), 323, 327, 329, 330, 331, 373
Empathic feedback, 297
Empathic feedback and the telephone, 299
Empathize, 289
Empathy versus sympathy, 336
Empower(ing) the customer, 208, 286, 316
Engineer personality type, 241, 246, 371
Enneagram, 248, 371
Enneagram and enlightenment, 369
Evolutionary Sales Rule, 199
F
The 5 Greatest Secrets of Selling, 301, 323, 371
- Greet, 301, 372
- Pause, 308, 372
- Feedback, 312, 372
- Answer, 314, 372
- Qualify, 315, 372
Failing/failure, 101
Fear, Afraid, 40, 247
Feedback, 292, 372
- The 5 Greatest Secrets of Selling, 312
- Empathic feedback, 297
- Interrogative feedback, 333
- Three ways to encourage, 295
- Verbatim feedback, 296
Feelings ignored, 271
Ferris Wheel of Customers, 200
Financial versus needs parameters, 94
Fixing versus understanding, 289
Follow-up, 182, 374
- Anniversary dates, 187
- Good News message, 183
- Gratitude message, 184
- Linking, 182
- New Design message, 184
- Outbound phone calls, 183
- Product birthday cards, 186
- The Rotation Cycle, 187
- Thank you notes, 185
Friend personality type, 243, 246, 371
Frustration in the sales process, 30, 36, 39, 127, 130, 271
G
Generate business immediately, 192
Glenn's Seven Steps to Retail Non-Negotiating, 346
Glennzen, the art of, 311
Gifts, send one, 344
Greeting, the development of, 302
Giving up, 109
Gratitude (phone) message, 184
Goals, 69
- Eulogy, 81
- Long term, 73
- Setting and your goals, 69
- Steps to, 69, 72, 73-85
Golden Sales Rule, 199
Good News (phone) message, 183
Greeting, 301
- Examples of, 310
H
Have fun, 341
Handling objections, 334
Help myself or help others, 330
Helping repeat customers, 187
H.O.N.O.R., 115
-Have or Had, 115
-Order, 118
-Number, 120
-Options, 121
-Return, 126
How to generate business immediately, 192
Humor as a distancing tool, 339
I
Incoming phone calls, 205
Is Anyone Awake Out There?, 362
Isolating, 317, 319
J
Judgment and understanding, 337
K
Know thyself, 280
Knowledge of self, 360
L
Ladies influence in the purchasing decision, 128
Lead customer, 23
Leader personality type, 238, 245, 371
Level One defined, 30
Level Two defined, 45
Level Two review, 104
Level Three review, 221
Level Four review, 274
Level Five review, 353
Level Six review, 361
Level Seven review, 375
Link(ing), 182
Listening, 285, 288
Listening and hearing, 288
M
Manipulative selling, 230
- Leading the customer, 233
- Mirroring, 253
Mapping the sales process, 371
Memorize your lines/the sales steps, 49, 222, 224, 225, 295, 322
Minor Close(s) - see Closes
Money and happiness, 18
N
Name calling, 273
Natural Born Salesperson Myth, 10
Negotiating, 259
- Glenn's Seven Steps to Retail Non-Negotiating, 346
- Non-negotiating negotiating, 351
- Reverse negotiating, 350
New Design (phone) message, 184
O
Objections and the art of feedback, 333
Objections, how to handle, 334
Open-ended questions, 93
Open up communication, 343
Outbound calls, 183
Overusing a customer’s name, 119
P
Pain in a salesperson, 234
Paperwork, 65, 66, 125, 143, 146, 150, 151, 155, 156, 213, 321
Pause, 308, 372
People like choices, 331
Personality, 4 types, 237
- Engineer, 241, 246, 371
- Friend, 243, 371
- Leader, 238, 245, 371
- Socialite, 239, 245, 371
Persuading versus understanding, 288
Phone tips, 206, 183, 184
Pitching versus presenting, 61
Practice your profession, 32, 36, 102, 103, 130, 150, 154, 164,
203, 221, 286, 287, 289, 296, 368
Pre-plan, 182, 183, 188, 190, 193, 220
Pre-qualifying (pre-judging) a customer, 164
Presentation, 46, 57, 59, 130, 373
- Appearance, quality, safety and comfort, 131
- Determining what to present, 91, 114
- Example, 131
- Involve all parties, 128
- Logical and emotional, 132, 139
- Presenting versus pitching, 61
Price, 53
- Importance with customer, 55
Price shopper, how to handle on phone, 209, 210, 211
Probing (questioning), 58
- Importance of, 91
- Open and Closed ended, 93
- Probing questions, 89
Product, 53
- Comparison battle, 62
- Importance with customer, 54
Product birthday cards, 186
Protect your time, 268
Prospect, 23
- Art of prospecting, 191
- Classified Ads, 198
- Computerized prospecting, 203
- Customer adoption, 192
- Ferris Wheel of Customers, 200
- Find your own gold mine, 197
- Network meetings, 196
- Who's Who, 198
- Your business card, 195
Put yourself back in the sales game, 192
Q
Qualify/qualification, 46, 372
- Financial versus needs parameters, 95
- Isolating, 317
- Purpose of, 48
- Sample questions, 49, 50, 316
Qualify, The 5 Greatest Secrets of Selling, 315
Qualifying questions, 316
Quality of product, 131
Question and Answer Loop, 290
R
Rate of speech, 251
Referrals, asking for, 350
Reflexive Responses, 315
Repeat customers, 187
Reverse negotiating, 350
Rotation cycle, 187
S
Safety of product, 131
Sales map, 371
(the) Sales process is speeding up, 339
Salesperson priority, 211
Second visits, 220
Seeking to understand, 59, 61, 112, 234, 245, 296, 333, 337, 338
Seek to understand than to judge with laugher, 339
Self-centered, 19
Self-understanding, 249, 250, 257, 274, 311
Selling, defined 12
Send a gift, 344
The Seven Evolutionary Levels summarized, 376
Shaking hands, 212
Slow down to speed up, 311
Socialite personality type, 239, 245, 371
Speaking in numbers versus dollars, 122
Sympathy laugh, 338
Success, defined 27
T
Telephone and inbound calls, 205
- Three priorities, 205
- Difficult price shopper, 209, 210, 211
- Empathic feedback, 299
- Phone tips, 206
Telephone and outbound calls, 182
- Good news message, 183
- Gratitude message, 184
- New design close for an appointment, 188
- New design message, 183
Thank you notes, 185
Thank you gifts, 344
The Art of Glenzen, 310
The 5 Greatest Secrets of Selling, 301, 323, 371
- Greet, 301
- Pause, 308
- Feedback, 312
- Answer, 314
- Qualify, 315
The Sales Process is Speeding Up, 339
The Seven Evolutionary Levels summarized, 376
Top Four Customer Priorities, 53
Transitioning, 148, 320, 335, 372, 373
Trial Closes(s) - see Closes
Truth, 22, 340
Trust, 247, 300, 301
U
Understanding, 43, 250, 280, 289
Understanding self, 250
Understanding the customer, 272, 315, 326
Unqualified customers, 164
V
Verbatim feedback, 298
Vulnerable information from customer, 125
W
Words that create sales, 213
Working with salespeople who don't understand, 370
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