Cover Page -- Title Page -- Copyright Page -- Contents -- Acknowledgments -- Introduction: Selling "Double Green" -- Chapter 1: Setting Up for Success -- Apply New Tactics for New Times -- Move to Phone Selling Success -- Begin Your Prep Work -- Launch Your Call Day -- Open Calls with Confidence -- The Payoff -- Chapter 2: Managing Time and Information for Profitability -- Improve Your Time-to-Sales Ratio -- Locate Quality Customers -- Gather and Manage Customer Information -- The Payoff -- Chapter 3: Identifying Personality Types Over the Phone -- The Precise Customer -- The Energized Customer -- The Assured Customer -- The Kind Customer -- Personality Matches and the Phone Salesperson -- The Phone Salesperson's Quick-Reference Extra: The Salesperson ↔ Customer Match -- The Payoff -- Chapter 4: Getting Gatekeepers to Work for You -- Engage the Person Answering the Phone -- Use Voice Mail to Gain Useful Information for Strategic Calling -- The Payoff -- Chapter 5: Asking High-Value Questions -- Establish or Deepen Your Relationship with the Customer -- Use Questions as Tactics -- Avoid Asking the Wrong Questions -- Guidelines for High-Value Questions -- Ask Questions at the Right Time: The Trust Scale -- The Payoff -- Chapter 6: Listening and Presenting -- Listen from "Hello" -- Listen for the Customer's Personality Style -- Focus on the Phone: The Listening Challenge -- Listen While Presenting: I-N-V-O-L-V-E Your Customer -- Vary the Tools You Use for Effective Presentations -- The Payoff -- Chapter 7: Selling Through Objections -- The Value of Objections -- Techniques for Handling Objections -- Personality-Type Objection Patterns -- The Payoff -- Chapter 8: Negotiating the Close -- Set Up the Close -- Eliminate Buyer Anxiety -- Ask for the Business -- Negotiate: Carve Out the Details -- Seal the Close -- The Payoff.

Chapter 9: Using New Technology in Phone Sales -- The Pros and Cons of New Technology -- Guidelines for the Strategic Use of New Technology -- The Payoff -- Chapter 10: Selling to Customers from Other Cultures -- The Importance of Time -- The Role of the Relationship -- Language and Communication Across Cultures -- Culture and Personality -- Dealing with Cultural Differences -- The Payoff -- Appendix A: PEAK Personality Type Assessment -- Appendix B: Handling Customer Complaints Effectively -- Appendix C: How to Present Powerful Proposals That Sell -- Index.