Includes index.

1. The Selling Dilemma -- 2. Your Behavioral Cycle -- 3. Marrying the Product to the Process -- 4. The Customer Centered Selling Process -- 5. The Customer Centered Decision Cycle -- 6. Teaching Salespeople to ... Fail! -- 7. Exposing the Biggest Myths in Selling -- 8. Questioning Techniques -- 9. The Customer Centered Selling Cycle -- 10. The Research Stage: The Value of a Good Conversation -- 11. The Analysis Stage: The Best-Kept Secret in Selling -- 12. The Confirmation Stage: Getting Past the First Decision Point -- 13. The Requirement Stage: Discovering the Solution -- 14. The Specification Stage: Locking Out Misunderstandings ... and the Competition -- 15. The Solution Stage: Putting Your Product Knowledge on Display -- 16. The Close Stage: Earning the Right to Close -- 17. The Maintenance Stage: Restarting the Process -- 18. The Opening Tactic -- 19. The Objection-Handing Tactic -- 20. Strategic Decision Making -- 21. Making the Process Stick --

22. Some Final Thoughts -- App. The Stages of the Decision Cycle and the Selling Cycle -- Customer Centered Selling Worksheets.

"Customer Centered Selling teaches you the secret of the world-famous Xerox sales training program. The secret, Jolles reveals, is reversing the conventional selling practice. You must focus first on your customer's needs and decision-making process, instead of on the selling process.".

"At the heart of these lessons is the simple but brilliant role-reversing concept of taking an idea and planting it in the mind of your customer - making the customer believe he or she thought of it first. Jolles teaches a repeatable, predictable selling process that can be adapted or modified to fit any experience that requires the skills of persuasion.

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."--BOOK JACKET.