Contents
Forward by Jill Konrath
Introduction
Part I The What, Why, and How of Emotional Intelligence and
Sales Results
Chapter 1 Closing the Knowing-and-Doing Gap:
When You Know Better, You Do Better
Understanding Emotional Intelligence
Emotional Intelligence and Sales Results
The Business Case for “Return on Emotions”
Action Steps for Improving Your Emotional Intelligence
Chapter 2 The Art and Neuroscience of Sales:
The New Way to Influence
Selling to the Old Brain
The Emotionally Intelligent Response
Walk a Mile in Your Prospect’s Shoes
Putting It All Together
Action Steps for Improving Your Ability to Influence
Part II Emotional Intelligence and the Sales Process
Chapter 3 Prospecting: The Real Reason for Empty Sales Pipelines
Are You a Sales Marshmallow Grabber?
Drive-By Relationships
Sales Reality Check
Are You Stressed Out?
The Neuroscience of Prospecting
Action Steps for Improving Your Prospecting Results
Chapter 4 Likeability: All Things Being Equal, People Buy from People They Like
Would You Buy from You?
It’s All About Them: The Prospect and Customer
Know, Relate, and Build Likeability
Are You Showing Up or Living It Up?
Are You a Joy Giver?
Action Steps for Improving Your Likeability
Chapter 5 Expectations: You Get What You Expect
Partnership or Vendor-ship?
What’s Your Mindset?
Set and Manage Expectations to Create Raving Fans
Action Steps for Improving the Way You Manage Expectations
Chapter 6 Questioning Skills: What’s Your Prospect’s Story?
Listen Before You Leap
Use the “3Ws” Formula
Make Your Prospect’s Brain Hurt
Get to the Real Pain
Determine the Commitment to Change
Agree and Align
Action Steps for Improving Your Questioning Skills
Chapter 7 Reaching Decision Makers: How to Better Connect and Meet
How People Make Decisions
Are You Meeting with Mr. No?
Are You Asking the Right Question?
Action Steps for Improving Your Ability to Reach Decision Makers
Chapter 8 Checkbook: Get Paid What You Are Worth
What Is Your “Money Talk”?
Learn to Deal with Good Negotiators
Are You Willing to Walk?
Examine Your Sales Pipeline
Conviction and Confidence
Action Steps for Improving Your Ability to Get Paid What You Are Worth
Chapter 9 People Over Process: The Key Traits of Emotionally Intelligent Sales Cultures
Are You Learning or Lagging?
There Is No “I” in Team
It’s Better to Give
Action Steps for Building Emotionally Intelligent
Sales Cultures
Chapter 10 Take the Lead: Sales Leadership and Emotional Intelligence
How Do You Show Up?
Do Your Words and Actions Align?
Teaching Rather Than Closing
Tough Love, Sales Leadership Style
The Most Overlooked Motivator of Them All
Best Practices for Sales Leadership
Action Steps for Improving Your Emotional Intelligence in Sales Leadership
Index
Colleen Stanley is president of SalesLeadership, a sales force development firm specializing in emotional intelligence, sales and sales leadership training. She is also the author of Emotional Intelligence For Sales Success, now published in six languages. Salesforce named Colleen as one of the top sales influencers of the 21st century and she's also been named as one of the Top 30 Global Sales Gurus to follow. When she isn't speaking, teaching, or consulting, she enjoys hiking in the beautiful foothills of Denver, Colorado, with her husband Jim.
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