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Tough Calls: Selling Strategies to Win Over Your Most Difficult Customers Paperback


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Product Details

  • Paperback: 224 pages
  • Publisher: AMACOM (January 20, 1997)
  • Language: English
  • ISBN-10: 0814479251
  • ISBN-13: 978-0814479254
  • Product Dimensions: 9 x 6 x 0.6 inches
  • Shipping Weight: 11.2 ounces
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (7 customer reviews)
  • Amazon Best Sellers Rank: #2,586,524 in Books (See Top 100 in Books)

Editorial Reviews

From Booklist

Gordon is president of his own company, which represents publishers, and he sells advertising space for trade magazines. Instead of offering the usual advice for overcoming sales resistance, he provides this practical manual on handling 20 specific types of problem or difficult customers. Among the types profiled are those who are indecisive, abrasive, or incompetent. Gordon warns of possible pitfalls in handling each type, and he details a dozen or more selling and closing strategies for each circumstance. Without resorting to the motivational exhortation found in many guides to selling, Gordon offers straightforward, usable advice--advice that might even be helpful on occasion at the circulation or the reference desk! David Rouse

Review

"A lot of books on sales claim to have all the answers. This one does. -- Bill Keenan, Editor: “Selling Magazine”

Reviews: "Josh Gordon has added new ideas and perspective to the subject of selling." -- Sales & Marketing Management” magazine (UK)

Tough Calls is the most thorough, genuinely useful sales book that I’ve seen...I don’t give compliments freely." -- Kurt C. Kemmerer, Associate Editor, “The Competitive Advantage”

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Customer Reviews

4.4 out of 5 stars
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Most Helpful Customer Reviews

4 of 4 people found the following review helpful By Rolf Dobelli HALL OF FAME on April 19, 2001
Format: Paperback
While most books about selling focus on the salesperson's behavior, this book focuses instead on the client's behavior and the sales approaches you should use depending upon just how weird or annoying - excuse us, that should be "challenging" or maybe "eccentric" - the client becomes. Josh Gordon clearly and effectively presents 20 different classic, difficult behaviors, including everything from "The Client Who Lies to You" to "The Client Who Knows It All." Gordon offers useful strategies for dealing with such personalities and situations, strategies that can help you make your sale and then make a clean getaway. The book is written conversationally and includes no filler or fluff, just plenty of well-organized and helpful ideas. We [...] recommend this book to anyone who has to sell a product, service or idea, because sometimes it is nice to know that you aren't the problem.
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3 of 3 people found the following review helpful By A Customer on September 7, 2000
Format: Paperback
Found "Tough Calls" to be excellent and filled with street smarts. Unlike most sales books, this one is filled with real world issues faced by today's salesperson. We all have problem clients. This book effectively tells us how to recognize them and deal with them. The sales world is a challenging place today. You need this book to succeed. It has helped me immeasurably.
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3 of 3 people found the following review helpful By A Customer on August 4, 1998
Format: Paperback
Tough Calls is the most practical, no nonsense book on selling I have ever seen. Instead of the usual positive attitude stuff that wears off after a day or two this book is stuffed with great ideas that actually helps you make a sale. No jargon. No long useless stories. Just page after page of useful selling ideas.
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2 of 2 people found the following review helpful By Larry Burgus on August 7, 2000
Format: Paperback
I manage a sales staff and bought a copy of "Tough Calls" for each of my sales staff. We have all read it and refer to it often. Now, when a problem cleint comes up we start talking about it as a "Chapter 7" or a "Ch apter 11". "Tough Calls" is great stuff and represents new thinking!
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