Secrets of Selling Services
Author: Stephan Schiffman
McGraw-Hill: 2013
A word of caution: the author tends to elaborate quite a bit on the self-evident, and presents some questionable information as fact, but the book remains a good enough reference in other respects that I have preserved reading notes.
- Selling What You Can't See
- What Can You Do For Me, Anyway?
- Sell on the End Result
- Selling What's Not Needed
- The Benefits of Intangibles
- Dismissing the Client's Needs
- Services in the Age of the Internet
- Assuming Needs
- Confirming Your Credentials
- Client Challenge--"When Will I Start to See a Difference?"
- The Basics of Good Communication
- I Don't Understand
- Styles of Communicating
- Talking Past Each Other
- The Importance of Good Listening
- Do You Understand What I Need?
- Selling a Relationship
- How Do I Know You'll Be there For Us?
- Building Confidence
- Why Should I Trust You?
- Your Responsibility to Your Client
- Selling to Dominant Clients
- Building Your Brand
- Giving Up Control
- Creating Client Confidence
- What's This Going to Cost Me?
- Negotiating the Agreement
- What Guarantees Can You Give Me?
- The Importance of Customer Service