Customer Centered Selling: Eight Steps to Success from the World's Best Sales Force: Amazon.ca: Rob Jolles: Books

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Book Description

Customer Centered Selling teaches you the secret of the world-famous Xerox sales training program. The secret, Robert Jolles reveals, is reversing the conventional selling practice of searching for customer needs. To truly create urgency, you must focus instead on the customer's problems and decision-making process. Jolles provides a systematic, repeatable, predictable approach that teaches you to anticipate and influence behavior as the customer moves through an eight-stage "decision cycle" and ultimately discovers his or her needs. The book includes a series of case studies, activities, and exercises that enable you to better understand the principles being taught, so you can immediately apply them to your own unique scenarios. This book is a "must read" for all sales professionals, sales managers, and managers in need of a disciplined approach to persuading others.

About the Author

Robert L. Jolles is a master corporate trainer and one of the most sought after business speakers in the country. His programs and twenty plus years of delivery have allowed him to amass a client list that reads like a Who's Who of Fortune 500 Companies. He not only successfully sold for two of the most respected sales institutions in the nation, New York Life & Xerox; he was instrumental in creating, delivering and managing Xerox Corporation's highly touted customer sales training programs. A published author of three best-selling books, and President of Jolles Associates, Inc., his programs teach you the lessons taught by Xerox to their sales force and customers. These programs have allowed him to amass a client list that reads like a Who's Who of Fortune 500 companies. He lives in Great Falls, Virginia.

Inside This Book (Learn More)

First Sentence
There is a dilemma that exists within selling, and it has been around for some time. Read the first page

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Customer Reviews

4 Reviews

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Average Customer Review

4.5 out of 5 stars (4 customer reviews)

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1 of 1 people found the following review helpful

5.0 out of 5 stars Excellent Across the Board!!!, Aug 12 2003

By

Victor I. (Jersey City, NJ) - See all my reviews

This review is from: Customer Centered Selling: Eight Steps to Success from the Worlds Best Sales Force (Hardcover)

TThis book is terrific...It answered many questions I had about sales approach to b2b selling. If you are selling b2b or your product/service has a high value, you will love the tools this book will give you to succeed! It has great examples, and useful exercises to make the material 'stick'. Rob breaks everything down to minute detail, so everything is duplicatable and understandable. I hope to see an audio version sometime in the future. I love the questioning sequences detailed by Rob and his honest and ethical approach to every step in the sales cycle.

This book also teaches you how to use the selling principles in everything else in life from managing employees to bringing up children. I am already beginning to be more pursuasive with my fiance and my boss. I am loving it!!!

Robert Jolles teaches you very SOUND techniques and not hype like Tom Hopkins, Zig Ziglar or Joe Girard. I love the fact that he was a senior sales training consultant at Xerox, which is world-known for its investment in sales research and its training methodologies.

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3.0 out of 5 stars Good Book - but its missing that little "something", July 21 2002

By

Ric G (London, UK) - See all my reviews

This review is from: Customer Centered Selling: Eight Steps to Success from the World's Best Sales Force (Paperback)

I am pretty new to the world of sales - a reluctant salesman who has realised that selling is central to success in any relationship based endeavour. What I have been searching for is a sales 'system' - a repeatable process that allows you to 'advise' the client for mutual benefit, rather than simply sell him. And Robert Jolles almost hits the mark. He gives you a sales strategy - a strategy with 8 steps in the selling process, that with a bit of practice will make the sales call more of a consultation.

But, for me, the book contradicted its title somewhat. This is particularly evident where Jolles uses the boxing metaphor for selling (he compares selling to you and your client stepping into the ring for a few rounds) and 'bleeding' your client. Now maybe I'm naive, but I think this is what is totally wrong with the sales profession - I don't think you're ever fighting your client, or should be trying to 'bleed' him or her, or make him hurt.

Now perhaps Jolles was simply trying to make the point that the client needs to be fully aware of the implications of his/her problem etc, but it was the way he says it that shows he doesn't have the customers true interests at heart. And to me,its the philosophy of the sales professional combined with sales effectiveness that is critical to building long-term, mutually benefical client relationships.

I would recommend this book to you - it teaches a sound sales process that is repeatable. But for me it missed that extra something.

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5.0 out of 5 stars Takes selling to the next level, Aug 17 2001

By A Customer

This review is from: Customer Centered Selling: Eight Steps to Success from the World's Best Sales Force (Paperback)

Clearly defines the steps to making a sale along with the understanding of how and when a customer makes a buying decision. People don't make a large purchase decision until they have a "problem". So if you are selling large ticket items and or programs, then you better understand how to move the decision maker into the "problem" stage. I thought that the author's examples and situations outlined in the book were excellent and really drove home the points he was making. It is an easy read and thoroughly enjoyable!

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5.0 out of 5 stars Reader
I read this bood in the Chinese translated version. It is very similar to the book "Solution Selling", afterall, both authors were trained by Xerox Corp. Read more

Published on Oct 21 2000