CustomerCentric Selling (Hardcover)

by Michael Bosworth (Author), John Holland (Author), Michael Bosworth (Author), John Holland (Author) "WHAT IS THIS BOOK ABOUT, and how can you use it to your benefit?..." (more)
Key Phrases: historical close rates, pipeline milestones, many traditional salespeople, Solution Development Prompter, Champion Letter, Targeted Conversations List (more...)

Editorial Reviews

Review

FROM THE BESTSELLING AUTHOR OF SOLUTION SELLING

The program that is revolutionizing highend selling, by showing companies how to "clone" their top sales performers

CEOs would pay anything to replicate their best salespeople; CustomerCentric Selling explains instead how to replicate their skills. It details a repeatable, scalable, and transferable sales process that formats the questions that superior salespeople ask, and then uses the results to influence and enhance the words and behaviors of their colleagues.

CustomerCentric Selling shows salespersons how to differentiate themselves and their offerings by appealing to customer needs, steering away from making one-way presentations and toward having meaningful and goal-oriented conversations. Currently offered in workshops and seminars around the world, its program provides step-by-step directions to help sales professionals:

Transform sales calls into interactive conversations
Position their offerings in relation to buyer needs
Facilitate a more consistent customer experience
Achieve shorter sales cycles
Integrate sales and marketing into a cooperative, cross-functional team

CustomerCentric Selling details a trademarked sales process that incorporates dozens of elements, skills, and sequences into a coherent and proven methodology. By teaching a specific yet innovative model for selling big ticket, often-intangible products and services, it shows sales professionals and executives how to make the seller-buyer relationship far less adversarial, and take selling to a higher level.

--This text refers to the Kindle Edition edition.

Product Description

FROM THE BESTSELLING AUTHOR OF SOLUTION SELLING

The program that is revolutionizing highend selling, by showing companies how to "clone" their top sales performers

CEOs would pay anything to replicate their best salespeople; CustomerCentric SellingTM explains instead how to replicate their skills. It details a repeatable, scalable, and transferable sales process that formats the questions that superior salespeople ask, and then uses the results to influence and enhance the words and behaviors of their colleagues.

CustomerCentric SellingTM shows salespersons how to differentiate themselves and their offerings by appealing to customer needs, steering away from making one-way presentations and toward having meaningful and goal-oriented conversations. Currently offered in workshops and seminars around the world, its program provides step-by-step directions to help sales professionals:

• Transform sales calls into interactive conversations
• Position their offerings in relation to buyer needs
• Facilitate a more consistent customer experience
• Achieve shorter sales cycles
• Integrate sales and marketing into a cooperative, cross-functional team

CustomerCentric SellingTM details a trademarked sales process that incorporates dozens of elements, skills, and sequences into a coherent and proven methodology. By teaching a specific yet innovative model for selling big ticket, often-intangible products and services, it shows sales professionals and executives how to make the seller-buyer relationship far less adversarial, and take selling to a higher level.

See all Editorial Reviews

Product Details

• Hardcover: 304 pages
• Publisher: McGraw-Hill; 1 edition (November 21, 2003)
• Language: English
• ISBN-10: 0071425454
• ISBN-13: 978-0071425452
• Product Dimensions: 9.3 x 7.5 x 1 inches
• Shipping Weight: 1.9 pounds (View shipping rates and policies)
• Average Customer Review: 4.2 out of 5 stars See all reviews (21 customer reviews)
• Amazon.com Sales Rank: #17,488 in Books (See Bestsellers in Books)

  Popular in these categories: (What's this?)

  #17 in	Books > Business & Investing > Industries & Professions > Customer Service
  #23 in	Books > Business & Investing > Marketing & Sales > Sales & Selling > Techniques

Customer Reviews

Most Helpful Customer Reviews

20 of 20 people found the following review helpful:

5.0 out of 5 stars Diagnose Before You Prescribe, June 1, 2004

By	Craig L. Howe "The Pointed Pundit" (Darien, CT United States) - See all my reviews (TOP 500 REVIEWER)    (REAL NAME)

The concepts contained in this book are not new. Their presentation, however, is.

The authors outline why people buy -- and when and from whom. It should be required reading prior to the creation of any business plan. Although the word "selling" in the title, but this book more of a business manual is a really a business book more than it is a sales manual.

There are no clever opening lines, or guaranteed PowerPoint templates. If you spend time with the book you will gain much more-an understanding of what you sell, to whom you should be selling it and where to go to find them.If your managers read it, they will develop a new a concept of how to message and manage their sales process.

Bosworth and Holland believe customer centric selling contains seven basic concepts:
1. Sales are based on conversations, not presentations.
2. Asking relevant questions versus rendering opinions.
3. Solutions rather than relationships earn buyers' respect.
4. Target businesspeople versus users.
5. Sell usage, not reliance.
6. Salespeople manage managers rather than needing to be managed.
7. Enable buyers rather than selling them.

Managers and Salespeople who spent time with this book will add value to their organizations. If you are responsible for moving product, this book is a must read.

25 of 27 people found the following review helpful:

5.0 out of 5 stars Required reading for execs, January 7, 2004

By	Bruce Hadley (Oregon) - See all my reviews

As reviewed in our January 6, 2004 issue:

Let's cut to the chase: This is the best book on sales we've read in many, many years.

"CustomerCentric Selling" doesn't break new ground with sales tricks and techniques; rather, its strength is in the fact that it ties sales, marketing, and business imperatives together in a way that has the potential to turn conventional selling approaches on their collective ears.

In fact, there's a bit of a paradox here: If you're a dyed-in-the-wool software sales rep with a quota to meet or beat, you may be disappointed in this book, because you won't find any magic bullets you can employ to meet your month-end number.

If you are that beleaguered sales rep, you may even find yourself annoyed with Bosworth and Holland, because their message is that your obsession with quotas is misguided. That's easy for them to say, right? They don't have a sales VP banging them on the head every Monday morning.

But that's exactly the point: If you're that rep, get your sales VP to read "CustomerCentric Selling" Better yet, get the company's CEO, CFO, COO, CTO, VP marketing, investors, and board of directors to read it.

"CustomerCentric Selling" does such a superb job of outlining why people buy -- and when and from whom -- it should be required reading prior to the creation of any business plan.

Yes, it has the word "selling" in the title, but this book is a really a business book more than it is a sales manual.

Bosworth and Holland won't give you 15 clever opening lines for telesales, or 12 terrific PowerPoint templates. But they will help you understand what it is that you're selling, whom you should be selling it to, where you should find them, and how you can refine and manage the messaging as well as the sales process.

In other words: Read this book when you're ready to stop screwing around. Read this book when you've realized that selling to early adopters isn't really selling, it's order-taking. Read this book if you're tired of acting as referee between marketing and sales.

Although "CustomerCentric Selling" isn't written specifically to software people, the fact that the authors have spent most of their lives with technology companies permeates every page. Because it applies a sales perspective to Geof Moore's chasm concepts, the relevance for software companies is very high indeed.

8 of 8 people found the following review helpful:

5.0 out of 5 stars Virtuoso speaks with brilliant clarity and practical detail, December 26, 2003

By	Ian Goldsmid (Silicon Valley, CA) - See all my reviews

I've read all the top, 'usual suspect' sales books. Before reading CustomerCentric Selling, I was most impressed with Mastering the Complex Sale, by Jeff Thull. Mr. Thull has summarized current sales challenges in a very compelling and distinctive way. However Mike Bosworth demonstrates that he is the true thought-leader, the virtuoso in this field, and is most generous in providing a wealth of practical how to detail that isn't the case in Mr Thull's book.

I work with a multi-billion dollar revenue vendor serving the bio-tech industry. I will be taking immediate action to bring Mr. Bosworth's CustomerCentric Selling organization in to assist with our sales & marketing processes.