Customer goals diagnostic approach and, 20-24 disparity and, 27-28, 31, 152, 160 partnerships and, 7-9 research on, 9-15 understanding, 3-5, 15-20, 82-84 Customer needs. See also Disparity fulfilling, 25-27 vs. results, 27-31 Customer relationships earning trust, 106-8 four customer concerns, 108-14 listening skills for, 114-21 relationship selling, 105-6 trust cycle in, 121-27 Customer Results Model description of, 27-31, 43 reverse-engineering and, 173-75, 178-82 Customer strategies, 84-88 Customer's business Annual Report, 10-12, 82, 84 imagining yourself in, 5-7 news articles, 10, 13-14 press releases, 10, 13 resources on, 9-10, 14-15 SEC Form 10-K, 10, 12-13, 82, 84 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index D Days Sales Outstanding (DSO), 80 Decision makers eight techniques for reaching, 215-28 gatekeepers to, 113, 212-13 meeting up front with, 183-84 proactive strategy for reaching, 209-10 reactive strategy toward, 210-12 requesting access to, 195-97, 220 right mind-set and, 213-15 selling higher to, 203-9 talking to wrong person, 199-200 Denominations of Value defined, 46, 48-50, 63 Economic Value and Risk, 49, 50-51, 66 Emotional Value and Risk, 49, 56-57 Guidance or Advice Value and Risk, 49, 52-53 Image Value and Risk, 49, 53-54 Quality Value and Risk, 49, 52 Relational Value and Risk, 49, 54-55, 67 Simplicity Value and Risk, 49, 55-56, 66 Time Value and Risk, 49, 51, 67 Desired future state, customer's, 27, 31, 152 Diagnostic approach, 20-24 Disparity (goal or problem) circumstances surrounding, 152-53 defined, 27-28, 31, 152, 160 identifying, 204-5, 226-27 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index E Economic Value and Risk, 49, 50-51, 66 Elevating buying process accelerated buying and, 235-36 eight techniques for, 215-28 gatekeepers, 113, 212-13 information gained by, 204-9 proactive strategy for, 209-10 reactive strategy for, 210-12 reasons for, 235-36 right mind-set for, 213-15 Equity, defined, 81, 82 Executive decision makers eight techniques for reaching, 215-28 gatekeepers to, 113, 212-13 meeting up front with, 183-84 proactive strategy for reaching, 209-10 reactive strategy toward, 210-12 requesting access to, 195-97, 220 right mind-set and, 213-15 selling higher, 203-9 talking to wrong person, 199-200 Eye contact, 117 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index F Form 10-K, 10, 12-13 Free work, 143, 248 FUD (fear, uncertainty, doubt), 244 Functional capabilities, 88-91 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index G Gatekeepers psychology of, 212-13 respect for, 113 techniques for dealing with, 215-27 Goals, customer diagnostic approach and, 20-24 partnerships and, 7-9 questions on, 19, 20 research on, 9-15 understanding, 3-5, 15-20, 82-84 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index H Hurdles, buying identifying, 166-69 key questions on, 189-91 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index I Image Value and Risk, 49, 53-54 Implementation and Utilization Process crystallizing, 239-40 in Customer Results Model, 173, 175 reverse-engineering, 178-80 Initial Public Offerings (IPOs), 82 Intelligent positioning, 64-68 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index J Jokes, 114 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index L Lens of perception, 62-64 Lexis-Nexis, 15 Listening skills clarifying questions, 120-21 closing your mouth, 116-17 eye contact, 117 great conversationalists, 118-20 importance of, 114-15 nodding, 118 note taking, 116 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. Index M Make vs. buy, 162, 167, 169 Meetings appointments for, 241-42 clarifying questions for, 120-21 decision makers at, 183-84 listening skills for, 115-20 notebooks for, 116 productive, 242-44 with same people, 228 your boss at, 221-22 Middle managers vs. senior executives, 235-36. See also C-level executives Motive as Action Driver, 32, 33-34, 153 establishing, 176-77 Mutual Discovery, Process of client hesitation and, 198-201 defined, 192-94 for executive access, 195-97 for finalizing agreement, 197-98 as qualification tool, 195 selling higher with, 220 selling your process, 201-2 several benefits of, 194 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it. Thanks. [...]... Written proposals, 186-88 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it Thanks List of Figures Chapter 1: What Customers Think About Figure 1.1: Your Customer' s Prioritized Goals and Objectives Chapter 2: What Customers Really Want Figure 2.1: The Customer Results Model with a Gap Figure 2.2: The Customer Results Model Chapter 3: How Customers... Your Customer' s Goals Figure 4.6: Your Customer' s Strategies Figure 4.7: Tying Your Functional Capabilities to Your Client's Tactics Figure 4.8: Cross-Organizational Impact Figure 4.9: The Business Value Pyramid Figure 4 .10: A Simplified BVH Model for Presentation Chapter 5: The Value of Customer Relationships Figure 5.1: The Trust Cycle Chapter 6: The Sales Process-Redefined Figure 6.1: A Sample Sales. .. See also Business acumen functional capabilities and, 88-91 understanding, 84-88 Success stories, 220-21 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it Thanks Index T Technology solutions, 84 Thinking like customers customer' s goals, 15-20 customer' s world, 5-7 diagnostic approach and, 20-24 importance of, 3-5 partnerships and, 7-9 resources... Quality Value and Risk, 49, 52 Relational Value and Risk, 49, 54-55, 67 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it Thanks Simplicity Value and Risk, 49, 55-56, 66 Time Value and Risk, 49, 51, 67 value and, 48-50 willingness to shoulder, 246-48 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register... Customer over Their Buying Hurdles Chapter 8: Reverse-Engineering the Buying Process Figure 8.1: The Processes That Lead to Point 'C' Figure 8.2: Your Customer' s Organization Chart Figure 8.3: A Process of Mutual Discovery Chapter 9: Elevating the Buying Process Figure 9.1: Turning Many 'A' s' into Many 'C's' Chapter 10: Accelerating the Buying Process Figure 10. 1: The Strata of Your Customer' s Organization... respect for customer' s, 112 Time Value and Risk, 49, 51, 67 Top-down buying process defined, 153-55, 159 selling higher and, 204 Training, sales, 100 -102 Trust competence and, 110- 11 earning, 106 -8 motive and, 109 -10 respect and, 111-14 right environment for, 108 -9 superior value and, 109 Trust Cycle defined, 121-22 earned trust, 126-27 predictability, 125-26 shared expectations, 123-25 shared interests,... hurdles and, 189-91 Customer Results Model and, 173-75 description of, 173-82 framing the opportunity, 175-78 reordering activities, 182-88 sales plan and, 192-202 Risk as Action Driver, 32, 40-41 decision making and, 161, 162 Economic Value and Risk, 49, 50-51, 66 Emotional Value and Risk, 49, 56-57 Guidance or Advice Value and Risk, 49, 52-53 Image Value and Risk, 49, 53-54 new clients and, 244-46 Quality... preparing for, 68-70 Organization charts, 191 This document was created by an unregistered ChmMagic, please go to http://www.bisenter.com to register it Thanks Index P Partnering relationships, 7-9 Payback or return, 32, 35-36, 153 Perceived value, 46-47 Perceptions, customers', 62-64 Phone calls to CFOs, 224-25 clarifying questions for, 120-21 productive, 242-44 Political or Image Value and Risk, 49, 53-54... Perceive Value and Risk Figure 3.1: The Value Equation Figure 3.2: The Eight Major Denominations of Value Figure 3.3: The Three Major Sources of Value Figure 3.4: The Lens of Perception Chapter 4: The Cause and Effect of Business Value Figure 4.1: The Relationship of Causes and Effects Figure 4.2: The Causes of Customer Satisfaction Figure 4.3: The Effects of Customer Satisfaction Figure 4.4: The Cause and... ChmMagic, please go to http://www.bisenter.com to register it Thanks Index R Reference stories, 220-21 References, providing guidelines for, 185-86 in sales process, 133, 135 Relational Value and Risk, 49, 54-55, 67 Relationships, customer earning trust, 106 -8 four customer concerns, 108 -14 listening skills for, 114-21 relationship selling, 105 -6 trust cycle in, 121-27 Research on customer Annual Report, . it. Thanks. Index T Technology solutions, 84 Thinking like customers customer& apos;s goals, 15-20 customer& apos;s world, 5-7 diagnostic approach and, 20-24 importance of, 3-5 partnerships and,. 66 Emotional Value and Risk, 49, 56-57 Guidance or Advice Value and Risk, 49, 52-53 Image Value and Risk, 49, 53-54 Quality Value and Risk, 49, 52 Relational Value and Risk, 49, 54-55, 67 Simplicity Value. Customer goals diagnostic approach and, 20-24 disparity and, 27-28, 31, 152, 160 partnerships and, 7-9 research on, 9-15 understanding, 3-5, 15-20, 82-84 Customer needs. See also Disparity fulfilling,