“Selling Excellence by Thinking Like a Customer”

Course 1. Essential Fundamentals
Overview: What you think and believe drives what you say and do. Learn why this
fundamental concept is so important to your success.
Beliefs and Behaviors (3:21)

Course 2. What is Selling?
Overview: Most sales people don’t spend much time thinking about how they define
selling. Yet if they did, this could dramatically change their sales interactions and sales
numbers!
• Chapter 1: What It Is and What It Is Not (0:55)
• Chapter 2: Definition of Selling (2:44)
• Chapter 3: My Selling Philosophy (2:09)
• Chapter 4: How I Raised Myself from Failure to Success in Selling (5:35)

Course 3. Thinking Like a Customer
Overview: Before you can effectively sell, you first need to understand what a customer
thinks and believes. Learn how to think like your customer and see your sales change
dramatically.
• Chapter 1: The 4 Pillars Overview (2:49)
• Chapter 2: Mindset (KMR & Intent) (2:54)
• Chapter 3: Words Matter (2:25)
• Chapter 4: Safe Environment (2:55)
• Chapter 5: Meaningful Dialogue (3:25)

Course 4. Introduction to the Big 8
Overview: To be great at selling requires mastering eight distinct yet interrelated
competencies which build on the foundations of your mindset and your definition of
selling.
• Chapter 1: The Big 8 Overview (0:23)

Course 5. Big 8: Goal Setting
Overview: You can’t hit a target you don’t have. Everyone can set goals—the key is how
to achieve them. Learn the secrets of setting and achieving stretch goals.
• Chapter 1: You Can’t Hit a Target You Don’t Have (0:34)
• Chapter 2: Rules for Setting and Achieving Goals (5:04)

Course 6. Big 8: Planning
Overview: Those who plan their sales calls intentionally and effectively are far more
likely to achieve their sales goals. Learn how to plan for the unexpected.
• Chapter 1: Planning Overview (4:12)
• Chapter 2: Planning for the Interaction that May Go “Short” (4:31)

Course 7. Big 8: Relationship Edge®
Overview: Developing meaningful business relationships gives you an edge because
when you have great business relationships people listen to you differently. Learn how
to build, maintain, and leverage those relationships with people who are critical to your
success.
• Chapter 1: LTA (Listen, Think, Act) (2:40)
• Chapter 2: Relationship Edge® Overview (2:54)
• Chapter 3: 6 Key Concepts (7:10)

Course 8. Big 8: Opening the Call
Overview: Experts tell us we only have 30-60 seconds to capture interest. That’s why
our opening is so critical.
• Chapter 1: Opening the Call Overview (0:12)
• Chapter 2: Capture Interest Quickly (1:42)
• Chapter 3: 2 Reasons Someone Listens to You (1:04)
• Chapter 4: Relationship Building (4:47)
• Chapter 5: Open Minds (3:01)
• Chapter 6: Mystery, Surprise, and Curiosity (2:47)

Course 9. Big 8: Asking Questions
Overview: Perhaps no other sales skill is more critical to our success than the ability to
ask engaging questions that get our customers to listen—and to think and then to act.
• Chapter 1: Asking Questions Overview (4:02)
• Chapter 2: The Power of Questions (4:11)
• Chapter 3: ICC (Intent, Content, Condition) (7:51)
• Chapter 4: The 5 Questions You Need to Ask Your Customers (3:23)
• Chapter 5: Listen to Sell More (6:37)

Course 10. Big 8: Tell the Product Story
Overview: Our brains are wired to respond to stories more than any other form of
communication. Learn how and why to share stories to get your customers actively
engaged in buying.
• Chapter 1: Telling the Product Story Overview (0:45)
• Chapter 2: Unassailable Truths (2:08)
• Chapter 3: Logic & Emotion (4:12)
• Chapter 4: Keeping the Mind Open – The Power of Soft Words (1:21)

Course 11. Handling Objections & Customer Feedback
Overview: Receiving customer feedback and hearing objections as to why customers
won’t buy can be great opportunities to gain insight that will ultimately lead to the sale.
• Chapter 1: Handling Objections & Customer Feedback Overview (4:42)
• Chapter 2: ACRC (Acknowledge, Clarify, Respond, Confirm) (3:14)

Course 12. Closing for Commitment
Overview: The close doesn’t have to be intimidating. Learn how to ask multiple closing
questions to get a commitment to move the sale forward and reduce the chance the
customer will say “no”.
• Chapter 1: Closing Overview (2:00)
• Chapter 2: The 5-Step Process (11:05)

Course 13. Putting It All Together with Role Plays
Overview: Here’s your chance to apply what you learned about the concepts we’ve
been discussing. For each of the Big 5 components of a sales call you’ll get the
opportunity to participate in role-play scenarios, which mirror real world situations.
• Chapter 1: Introduction to Role Plays (3:05)

Course 14. Opening to Capture Attention Role Plays
Overview: How you begin your sales interaction sets the stage for the entire
conversation. As you watch each video, think of how this opening would sound if you
were the customer.
• Chapter 1: Opening, Scenario 1
• Chapter 2: Opening, Scenario 2
• Chapter 3: Opening, Scenario 3
• Chapter 4: Opening, Scenario 4

Course 15. Questioning to Engender Thinking Role Plays
Overview: Questions are powerful. How do you ask for the information and insights you
want to learn so your customer will want to respond and share their true thoughts?
• Chapter 1: Questioning, Scenario 1
• Chapter 2: Questioning, Scenario 2
• Chapter 3: Questioning, Scenario 3
• Chapter 4: Questioning, Scenario 4

Course 16. Telling the Product Story Role Plays
Overview: We make decisions based on emotion—which is just one of the reasons why
stories are so impactful. Which story resonates best with you if you were the customer?
• Chapter 1: Product Story, Scenario 1
• Chapter 2: Product Story, Scenario 2
• Chapter 3: Product Story, Scenario 3
• Chapter 4: Product Story, Scenario 4
• Chapter 5: Product Story, Scenario 5

Course 17. Handling Objections Role Plays
Overview: One challenge in dealing with objections is how to gain understanding before
responding while still acknowledging the customer’s concern. What is the best way to
do this?
• Chapter 1: Handling Objections, Scenario 1
• Chapter 2: Handling Objections, Scenario 2
• Chapter 3: Handling Objections, Scenario 3
• Chapter 4: Handling Objections, Scenario 4

Course 18. Closing for Commitment Role Plays
Overview: Each sales call should end with a commitment for action. How do you ask for
this commitment so the customer will agree—and follow through?
• Chapter 1: Closing, Scenario 1
• Chapter 2: Closing, Scenario 2
• Chapter 3: Closing, Scenario 3
• Chapter 4: Closing, Scenario 4

Course 19. Conclusion: Final Words on Selling Excellence
Overview: Final thoughts about how and why you will excel at selling when you
implement this mindset, process and methodology called Thinking Like a Customer.
• Chapter 1: Final Words on Selling and Thinking Like a Customer (1:15)