Table of Contents
THE TOUCH SALES SYSTEM
INTRODUCTION
PART 1 – HOW YOU ACT, INTERACT, AND THINK
HOW YOU ACT – THE CHANGE
CHOICES AND TOLERANCE
INFORMATION AND TIME
WHERE TO FOCUS FIRST?
A FOUNDATION FOR CHANGE
KEY MESSAGES
HOW YOU INTERACT – THE RISE OF HUMAN FACTORS
HOW IT BEGAN
THE FOUR PILLARS
SITUATIONAL AWARENESS
COMMUNICATION
PERSONAL LEADERSHIP
DECISION-MAKING
APPLICATION IN OUR MODERN COMMERCIAL WORLD
KEY MESSAGES
HOW YOU THINK – THE MINDSET OF AN OWNER
AN OWNER’S MINDSET
THE RISE OF THE INTRAPRENEUR
SEEKING AND CREATING OPPORTUNITIES
YOUR OWN HIGH-PERFORMANCE CULTURE
KEY MESSAGES
PART 2 – DRIVING THE CUSTOMER CONVERSATION
SELECTING THE RIGHT CUSTOMERS
A SHIFT FROM THE ONE-DIMENSIONAL APPROACH
QUANTITY, QUALITY, DIRECTION
STAKEHOLDER MAPPING
SIX STEPS OF STAKEHOLDER MAPPING
KEY MESSAGES
DELIVERING COMPELLING MESSAGES
PICTURE THE SCENE
WHAT, HOW, AND WHY
CUSTOMERS AS ADVOCATES
ADAPTING YOUR APPROACH
VISUAL, AUDITORY, KINESTHETIC (VAK)
KEY MESSAGES
IDENTIFYING CRITICAL ISSUES
WHAT CUSTOMERS WANT
STANDING OUT FROM THE CROWD
CRITICAL ISSUES
THE VALUE WITHIN
KEY MESSAGES
PROVOKING THOUGHT AND DISCUSSION
CURRENT AND FUTURE STATES
THE FOUR LENSES
YOUR ROLE AS A COACH
TWO CONVERSATIONS
THE FOUR DRIVERS OF CUSTOMER CHANGE
KEY MESSAGES
SHARING EXPERIENCE INSIGHTS
CURRENT AND FUTURE STATES
THE VALUE OF STORIES
THE IMPORTANCE OF CERTAINTY
PICTURING THE FUTURE
FACILITATING THROUGH EXPERIENCE INSIGHTS
KEY MESSAGES
DEMONSTRATING YOUR UNIQUE OFFERING
KEEP THE PRODUCT IN THE BAG
DRIVING THE CUSTOMER CONVERSATION
STACKING THE VALUE
THE THREE PRODUCT LEVELS
KEY MESSAGES
PART 3 – BECOMING THE CREDIBLE EXPERT
CREATING VALUE AND SIGNIFICANCE
THE ONLY WAY
THE NECESSITY OF VALUE
IT’S NOT ABOUT THE PRODUCT
TEACH, COACH, FACILITATE
VALUE AND SIGNIFICANCE
THE OLD DAYS ARE GONE
KEY MESSAGES
BRINGING IT ALL TOGETHER
‘WHAT’S IMPORTANT TO YOU?’ IS NOW DEAD
TEN BETTER WAYS
THE FINAL CHAPTER
TO POSITION YOURSELF AS THE CREDIBLE EXPERT
TO FIND A BETTER WAY, KNOW THAT
REFERENCE