Customer Centered Selling: Eight Steps to Success from the World's Best Sales Force

by Rob Jolles

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.

Genres: Business

Paperback

First published January 1, 1998

About the author

A sought-after speaker and best-selling author, Robert L. Jolles teaches, entertains, and inspires audiences worldwide.

Rob draws on more than thirty years of experience to teach people how to change minds. His keynotes and workshops on influence and persuasion are in global demand, including companies in North America, Europe, Africa, and the Far East. And, most importantly, his work inspires individuals and organizations to create real, lasting change by not just teaching clients how, but why.

Today, Rob’s programs attract diverse audiences, from Global 100 companies to growing entrepreneurial enterprises, from parents to professional negotiators. His best-selling books, including Customer Centered Selling, Mental Agility®, and How to Run Seminars & Workshops have been translated into more than a dozen languages.

He lives in Great Falls, Virginia.

Reviews

[Karen Briscoe · Rating 5 out of 5]

Master the art of urgency with the master! Rob Jolles truly wrote the book on customer centered selling. Insights and inspiration that transform businesses and lives. Karen Briscoe, author and podcast host 5 Minute Success

[Khloe Gill · Rating 4 out of 5]

jolles does a great job of breaking down the sales process. great examples and personal anecdotes.

[Sandra · Rating 4 out of 5]

I love books that help me sell things better. This is just that type of book. It's hard to put it down once you get started reading. How can I get people to buy the stuff I'm selling? Is there a decision process? How does it work?

Being customer-centric involves putting the customer needs first and providing them with the services and products that they need (want).


Good read!

[Jak · Rating 3 out of 5]

Not a bad book to introduce you to a sales process. I had SPIN training last year which this is more or less a carbon copy of (no idea which process cam first). Now all I have to do is put it into practice.

[Amanda]

Contains 8 steps promoted by the famous Xerox sales training program. Essentially they involve allowing the person being sold to opportunity to discover problem Salesperson can solve by selling. Grat plan for selling. Not really concerned with the complaints end of things.

[Whitney · Rating 4 out of 5]

I really liked that this book went through the different stages of a customer's buying process and laid out how to deal with each stage. Very good tips/techniques.

[Nate Desmond · Rating 4 out of 5]

Teaches well through memorable and exciting stories.