Index
A accounts, 63–64, 77
ABC call cadence, 63–65
accountability, 211–212
account development cycle, 42–52,
208–210
becoming an adviser in, 51
becoming primary provider in,
49–50
expanding account penetration in,
50–51
identifying customer needs in, 43
large sales in, 48–49
meeting-management process in,
86
small sales in, 43–48
accounting-integration costs, 160
account lists, 35–37
account load, 33–34
account penetration, 50–51
account plans, 39–57
account development cycle in,
42–52
and becoming an adviser, 51
and becoming primary provider,
49–50
and closing, 133–135
and expanding account penetra-
tion, 50–51
identifying customer needs for, 43
large sales in, 48–49
number of, 40
217
sales discovery process for, 52–56
small sales in, 43–48
and workload, 41
advisers, 51
alternative close, 132–133, 147
AT&T, 155–156
B accounts, 63–64, 77
background questions, 8990
benchmarks (prospecting calls), 73
bidding process, 102–103
BPO, see business process owner
budgets, 120, 144–145
business issues (call scripts), 6869,
76–77
business process owner (BPO), 100
101, 104
C accounts, 63–64, 77
call backs, 74–75
call cadence, 63–65
call outs, 74
call scripts, 65–71
City Slickers (film), 80
Clinton, Bill, 159
Clinton, Hillary, 159
closed-ended questions, 81, 194
closing phrases, 146–148
closing technique(s), 71, 129–148
closing phrases as, 146–148

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