Soft Sell : The New Art of Selling, Self- title: empowerment, and Persuasion author: Connor, Tim. publisher: Sourcebooks, Inc.-inactive isbn10 | asin: 1570713936 print isbn13: 9781570713934 ebook isbn13: 9780585300146 language: English subject Selling, Sales management. publication date: 1998 lcc: HF5438.25.C655 1998eb ddc: 658.85 subject: Selling, Sales management. Page i Soft Sell 3rd Edition Tim Connor, CSP Page ii Copyright © 1998 by Tim Connor, CSP Cover Copyright © 1998 by Sourcebooks, Inc. Cover Design by Scott Theisen, Sourcebooks, Inc. All rights reserved. No part of this book may be reproduced in any form or by any electronic or mechanical means including information storage and retrieval systemsexcept in the case of brief quotations embodied in critical articles or reviewswithout permission in writing from its publisher, Sourcebooks. This publication is designed to provide accurate and authoritative in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. From a Declaration of Principals Jointly Adopted by a committee of the American Bar Association and a Committee of Publishers and Associations. Published by Sourcebooks, Inc. P.O. Box 372, Naperville, Illinois 60566 (630) 961-3900 FAX: (630) 961-2168 Library of Congress Cataloging-in-Publication Data Connor, Tim Soft sell: the new art of selling, self empowerment, and persuasion/Tim Connor. 3rd ed. p. cm. Includes index. ISBN 1-57071-393-6 (alk. paper) 1. Selling 2. Sales Management I. Title HF5438.25.C655 1998 658.85dc21 98-7187 CIP Printed and bound in the United States of America 10 9 8 7 6 5 4 3 2 Page iii In memory of all the great speakers and trainers who have passed on. Page v Table of Contents Foreword vii Chapter 1Selling as an Opportunity 1 Chapter 2Controlling Your Attitudes 27 Chapter 3Prospecting 87 Chapter 4The Sales Interview 145 Page vi Chapter 5Handling Objections 177 Chapter 6Closing the Sale 199 Chapter 7Maintaining Sales Records 221 Chapter 8After-Sales Service 231 Page vii Foreword If this book is to have any lasting meaning for you as you travel life's journey, you must recognize one underlying fact: Life involves constant changeyou must change and grow daily, weekly, yearly. If you refuse to grow, you will dieif not physically, then emotionally. The purpose of this book is to help you change, help you grow and help you find peace, contentment and success as you change. The Thirteen Virtues Ben Franklin at one time had an intolerable personality. He practiced the following 13 virtues and through them developed one of the outstanding personalities of all time. Memorize them, practice them and you also will have a personality worthy of emulation. 1. Temperance: Eat not to dullness. Drink not to elevation. 2. Silence: Speak not but what may benefit others or yourself. Avoid trifling conversation. 3. Order: Let all your things have their places. Let each part of your business have its time. Page viii 4. Resolution: Resolve to perform what you ought. Perform without fail what you resolve. 5. Frugality: Make not expense but to do good to others or yourself; i.e., waste nothing. 6. Industry: Lose no time. Be always employed in something useful. Cut off all unnecessary actions. 7. Sincerity: Use no hurtful deceit. Think innocently and justly; if you speak, speak accordingly. 8. Justice: Wrong none by doing injuries or omitting the benefits that are your duty. 9. Moderation: Avoid extremes. Forbear resenting injuries so much as you think they deserve. 10. Cleanliness: Tolerate no uncleanliness in body, clothes or habitation. 11. Tranquility: Be not disturbed at trifles or at accidents common or unavoidable. 12. Chastity: Rarely use venery but for health or offspringnever to dullness, weakness or the injury of your own or another's peace or reputation. 13. Humility: Imitate Jesus and Socrates. Let no pleasure tempt thee, no profit allure thee, no ambition corrupt thee, no example sway thee, no persuasion move thee, to do anything which thou knowest to be evil; so shalt thou always live jollily; for a good conscience is a continual Christmas.