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The Trusted Path: Mastering Consultative Sales for Customer Success-logo

The Trusted Path: Mastering Consultative Sales for Customer Success

Deidre Cohen

Location:

United States

Description:

This audiobook is narrated by a digital voice. This book delves into the strategies and techniques that enable sales professionals to become trusted advisors, adept at understanding and fulfilling their customers' needs. With an emphasis on empathy, communication, and expertise, this guide equips readers with the essential tools to navigate the path towards sales excellence and build thriving customer connections. Duration - 5h 22m. Author - Deidre Cohen. Narrator - Digital Voice Cole G. Published Date - Sunday, 19 January 2025.

Language:

English

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Chapter 1: Introduction - Exploring the Paradigm Shift in Sales 7
Chapter 1: Introduction - Exploring the Paradigm Shift in Sales 7
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1.1 Background on traditional sales approaches 11
1.1 Background on traditional sales approaches 11
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1.2 The emergence of the consultative sales approach 16
1.2 The emergence of the consultative sales approach 16
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1.3 Understanding the concept of becoming a trusted advisor 20
1.3 Understanding the concept of becoming a trusted advisor 20
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Chapter 2: The Key Principles of Consultative Selling 24
Chapter 2: The Key Principles of Consultative Selling 24
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2.1 Putting the customer at the center 30
2.1 Putting the customer at the center 30
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2.2 Developing problem-solving skills 34
2.2 Developing problem-solving skills 34
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2.3 Building long-term relationships with customers 39
2.3 Building long-term relationships with customers 39
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Chapter 3: The Mindset of a Trusted Advisor 43
Chapter 3: The Mindset of a Trusted Advisor 43
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3.1 Shifting from a transactional mindset to a consultative mindset 48
3.1 Shifting from a transactional mindset to a consultative mindset 48
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3.2 Balancing empathy and assertiveness 52
3.2 Balancing empathy and assertiveness 52
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3.3 Building credibility and trust with customers 57
3.3 Building credibility and trust with customers 57
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Chapter 4: The Consultative Sales Process 61
Chapter 4: The Consultative Sales Process 61
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4.1 The discovery phase: Uncovering customer needs and pain points 65
4.1 The discovery phase: Uncovering customer needs and pain points 65
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4.2 Building a tailored solution for each customer 70
4.2 Building a tailored solution for each customer 70
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4.3 Effective communication and active listening techniques 74
4.3 Effective communication and active listening techniques 74
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Chapter 5: Building Relationships through effective Communication 78
Chapter 5: Building Relationships through effective Communication 78
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5.1 Building rapport and establishing genuine connections 82
5.1 Building rapport and establishing genuine connections 82
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5.2 Understanding non-verbal cues and body language 86
5.2 Understanding non-verbal cues and body language 86
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5.3 Nurturing relationships through trust and mutual respect 92
5.3 Nurturing relationships through trust and mutual respect 92
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Chapter 6: Establishing Industry Expertise 97
Chapter 6: Establishing Industry Expertise 97
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6.1 Continuous learning and staying updated with industry trends 102
6.1 Continuous learning and staying updated with industry trends 102
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6.2 Becoming a subject matter expert 106
6.2 Becoming a subject matter expert 106
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6.3 Demonstrating knowledge and expertise to gain customer trust 110
6.3 Demonstrating knowledge and expertise to gain customer trust 110
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Chapter 7: Problem-Solving and Consultative Selling 114
Chapter 7: Problem-Solving and Consultative Selling 114
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7.1 Identifying customer challenges and pain points 121
7.1 Identifying customer challenges and pain points 121
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7.2 Providing innovative solutions and alternatives 125
7.2 Providing innovative solutions and alternatives 125
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7.3 Guiding customers through the decision-making process 129
7.3 Guiding customers through the decision-making process 129
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Chapter 8: Emotional Intelligence in Consultative Selling 133
Chapter 8: Emotional Intelligence in Consultative Selling 133
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8.1 Recognizing and managing emotions in sales interactions 137
8.1 Recognizing and managing emotions in sales interactions 137
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8.2 Adaptability and empathy in addressing customer needs 140
8.2 Adaptability and empathy in addressing customer needs 140
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8.3 Resilience and handling rejection effectively 144
8.3 Resilience and handling rejection effectively 144
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Chapter 9: Leveraging Technology for Consultative Selling 149
Chapter 9: Leveraging Technology for Consultative Selling 149
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9.1 The role of technology in the consultative sales process 154
9.1 The role of technology in the consultative sales process 154
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9.2 Utilizing CRM systems for customer insights and relationship management 158
9.2 Utilizing CRM systems for customer insights and relationship management 158
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9.3 Effective use of data analytics and automation tools 162
9.3 Effective use of data analytics and automation tools 162
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Chapter 10: Building and Sustaining Customer Trust 167
Chapter 10: Building and Sustaining Customer Trust 167
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10.1 Establishing credibility through honesty and integrity 173
10.1 Establishing credibility through honesty and integrity 173
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10.2 Consistent delivery of value and maintaining promises 177
10.2 Consistent delivery of value and maintaining promises 177
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10.3 Overcoming challenges and rebuilding trust if it's been damaged 181
10.3 Overcoming challenges and rebuilding trust if it's been damaged 181
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Chapter 11: Navigating Objections and Resistance 185
Chapter 11: Navigating Objections and Resistance 185
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11.1 Understanding common customer objections in consultative selling 191
11.1 Understanding common customer objections in consultative selling 191
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11.2 Mastering objection handling techniques 195
11.2 Mastering objection handling techniques 195
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11.3 Adopting a collaborative approach to overcome resistance 200
11.3 Adopting a collaborative approach to overcome resistance 200
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Chapter 12: Advancing Relationships through Follow-up and Expansion 204
Chapter 12: Advancing Relationships through Follow-up and Expansion 204
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12.1 The importance of post-sale follow-up in consultative selling 207
12.1 The importance of post-sale follow-up in consultative selling 207
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12.2 Identifying opportunities for upselling and cross-selling 211
12.2 Identifying opportunities for upselling and cross-selling 211
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12.3 Fostering customer loyalty and creating advocates 215
12.3 Fostering customer loyalty and creating advocates 215
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Chapter 13: Continuous Improvement and Self-Development 220
Chapter 13: Continuous Improvement and Self-Development 220
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13.1 Embracing a growth mindset in consultative sales 224
13.1 Embracing a growth mindset in consultative sales 224
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13.2 Reflecting on past experiences for personal growth 227
13.2 Reflecting on past experiences for personal growth 227
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13.3 Continuous learning, training, and skill enhancement 231
13.3 Continuous learning, training, and skill enhancement 231
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Chapter 14: Overcoming Challenges in Consultative Selling 235
Chapter 14: Overcoming Challenges in Consultative Selling 235
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14.1 Handling price objections and negotiations 241
14.1 Handling price objections and negotiations 241
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14.2 Dealing with competitive pressure 246
14.2 Dealing with competitive pressure 246
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14.3 Managing time effectively in a consultative sales process 250
14.3 Managing time effectively in a consultative sales process 250
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Chapter 15: Industry Case Studies: Successful Implementation of Consultative Selling Approach 255
Chapter 15: Industry Case Studies: Successful Implementation of Consultative Selling Approach 255
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15.1 Real-life examples of organizations adopting consultative selling 260
15.1 Real-life examples of organizations adopting consultative selling 260
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15.2 Key takeaways and lessons to learn from successful implementations 265
15.2 Key takeaways and lessons to learn from successful implementations 265
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Chapter 16: The Future of Consultative Selling 270
Chapter 16: The Future of Consultative Selling 270
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16.1 Predictions and trends for the evolution of consultative selling 274
16.1 Predictions and trends for the evolution of consultative selling 274
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16.2 Adapting to changing customer expectations and behaviors 279
16.2 Adapting to changing customer expectations and behaviors 279
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16.3 Embracing technology advancements in sales 283
16.3 Embracing technology advancements in sales 283
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Chapter 17: Ethical Considerations in Consultative Selling 287
Chapter 17: Ethical Considerations in Consultative Selling 287
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17.1 Ethical guidelines and professional conduct in consultation-based sales 293
17.1 Ethical guidelines and professional conduct in consultation-based sales 293
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17.2 The role of integrity and honesty in customer relationships 298
17.2 The role of integrity and honesty in customer relationships 298
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17.3 Balancing interests and aligning solutions with customer values 302
17.3 Balancing interests and aligning solutions with customer values 302
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Chapter 18: Measuring Success in Consultative Selling 306
Chapter 18: Measuring Success in Consultative Selling 306
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18.1 Key performance metrics for consultative sales teams 310
18.1 Key performance metrics for consultative sales teams 310
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18.2 Analyzing and evaluating customer satisfaction and loyalty 316
18.2 Analyzing and evaluating customer satisfaction and loyalty 316
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18.3 Continuous improvement and growth measurement strategies 322
18.3 Continuous improvement and growth measurement strategies 322
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Chapter 19: The Future Trained Salesperson - Becoming a Consultative Sales Leader 326
Chapter 19: The Future Trained Salesperson - Becoming a Consultative Sales Leader 326
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19.1 Developing consultative sales skills as a leader 330
19.1 Developing consultative sales skills as a leader 330
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19.2 Mentoring and coaching sales teams in consultative selling 334
19.2 Mentoring and coaching sales teams in consultative selling 334
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19.3 Creating a sales culture centered around trust and customer-centricity 339
19.3 Creating a sales culture centered around trust and customer-centricity 339
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Chapter 20: Conclusion - The Transformation to Becoming a Trusted Advisor 343
Chapter 20: Conclusion - The Transformation to Becoming a Trusted Advisor 343
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20.1 Recap of the journey to becoming a trusted advisor 347
20.1 Recap of the journey to becoming a trusted advisor 347
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20.2 Inspiring sales professionals and organizations to embrace the consultative sales approach 352
20.2 Inspiring sales professionals and organizations to embrace the consultative sales approach 352
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20.3 Final thoughts on the impact and significance of consultative selling 357
20.3 Final thoughts on the impact and significance of consultative selling 357
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