Selling with Emotional Intelligence

✍ Scribed by Mitch Anthony

• Publisher: Kaplan Publishing
• Year: 2003
• Tongue: English
• Leaves: 273
• Category: Library

✦ Synopsis

In today's ultra-competitive business environment, it's not enough for sales professionals to be adept at technical and tactical skills such as getting appointments, making presentations, and closing deals. To really succeed, they must develop and apply their relational skills-or what is known as emotional intelligence-to help them connect with people, recognize customer wants and needs, and build strong, lasting relationships. The concept of emotional intelligence was first popularized in the late 1990s, and later linked to leadership and management success. Studies show that a person's emotional intelligence has an 80 to 85 percent influence on success in the workplace, while his or her IQ has at best a 25 percent influence. Now, in Selling with Emotional Intelligence, author and sales trainer Mitch Anthony presents the first-ever examination of emotional intelligence as it relates to sales performance. Anthony first explains what emotional intelligence is, then presents sales professionals with a proven program for increasing their emotional intelligence, thus improving their sales success. The program, which is known as the ARROW Program, includes five steps: 1. Awareness-Tune-in to natural strengths and weaknesses. Examine how one's personality impacts others. Be aware of emotions controlling the sales process. 2.Restraint-Identify negative emotions that can damage relationships, inflict pain, and cost money. Prepare a rational response that will restrain emotions. 3. Resilience-Learn to develop an optimistic, persistent nature. Embrace adversity. Recognize the true source of discouragement. Embrace intrinsic motivators. 4.Others (empathy)-Discern feelings and motives. Develop emotional radar. Learn to be a better listener and observer. 5.Working with others (building rapport)-Communicate. Resolve conflicts. Learn to relate to and lead others. A great deal of time and money is spent training salespeople in the technical aspects of their work. However, the real need in sales training lies in helping representatives and managers hone emotional and relational skills. Selling with Emotional Intelligence provides sales professionals with a program for dealing with the emotional challenges of their work and for enhancing sales performance.

✦ Table of Contents

Cover......Page 1
CONTENTS......Page 6
Acknowledgments......Page 7
Introduction......Page 8
1. Introduction to EQ—Five Critical Areas of Awareness......Page 12
2. Moving from Me to We......Page 21
3. Understanding Your Personality DNA......Page 33
4. Critical Mass for Sales Success......Page 45
5. Applied Critical Mass......Page 55
6. Hotheads and Seeing Red......Page 65
7. Six Seconds of Sabotage—From Anger to Danger......Page 73
8. The Viral Spiral of Emotion......Page 82
9. How to Prevent and Contain Negative Outbursts......Page 89
10. Solving the Stress Mess......Page 94
11. Feeling Helpless or Taking Charge......Page 100
12. Redefining Optimism......Page 108
13. Sources of Discouragement......Page 118
14. Finding Motivators That Last......Page 127
15. Winning the Emotional Tugs-of-War—The Power of Positive Intent......Page 137
16. Risking Rejection—Getting Past No......Page 146
17. The Face You See—The Face You Show......Page 156
18. Developing Emotional Radar—The Powers of Observation......Page 165
19. Shifting Gears—Four Critical Selling Adjustments......Page 175
20. The Power of Curiosity—Overcoming the Narcissistic Urge......Page 187
21. Emotional Archeology—Mastering the Art of the Irresistible Question......Page 196
22. It's Not about You......Page 206
23. The "Likability" Quotient......Page 213
24. Reducing Stress in Confrontation......Page 223
25. Masters in Conflict......Page 232
26. Negotiating Emotion......Page 242
27. Seven Habits of the Emotionally Competent......Page 253
Bibliography......Page 264
Index......Page 267