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Customer Centered Selling: Eight Steps To Success From The Worlds Best Sales Force
Customer Centered Selling teaches you the secret of the world-famous Xerox sales training program. For almost two decades, tens of thousands of salespeople have learned the lessons presented here by Robert L. Jolles, the Sales Trainer with the longest tenure working at Xerox Corporation today. The secret, Jolles reveals, is reversing the conventional selling practice. You must focus first on your customer's needs and decision-making process, instead of on the selling process. Jolles provides a systematic approach that teaches you to anticipate -- and influence -- customer behavior as the customer moves through an eight-stage "decision cycle." Only after you understand the steps of this decision cycle, Jolles cautions, are you prepared to match it to your "selling cycle."
At the heart of these lessons is the simple but brilliant role-reversing concept of taking an idea and planting it in the mind of your customer -- making the customer believe he or she thought of it first. Jolles teaches a repeatable, predictable selling process that can be adapted or modified to fit any experience that requires the skills of persuasion. The book includes a series of case studies, activities, and exercises that enable you to better understand the principles being taught, so you can immediately apply them to your own unique scenarios. This book is a "must read" for all sales professionals and sales managers and all managers in need of a disciplined approach to persuading others.
At the heart of these lessons is the simple but brilliant role-reversing concept of taking an idea and planting it in the mind of your customer -- making the customer believe he or she thought of it first. Jolles teaches a repeatable, predictable selling process that can be adapted or modified to fit any experience that requires the skills of persuasion. The book includes a series of case studies, activities, and exercises that enable you to better understand the principles being taught, so you can immediately apply them to your own unique scenarios. This book is a "must read" for all sales professionals and sales managers and all managers in need of a disciplined approach to persuading others.
- GenresBusiness
384 pages, Kindle Edition
First published January 1, 1998
17 people are currently reading
106 people want to read
About the author
Rob Jolles
13 books7 followersA sought-after speaker and best-selling author, Robert L. Jolles teaches, entertains, and inspires audiences worldwide.
Rob draws on more than thirty years of experience to teach people how to change minds. His keynotes and workshops on influence and persuasion are in global demand, including companies in North America, Europe, Africa, and the Far East. And, most importantly, his work inspires individuals and organizations to create real, lasting change by not just teaching clients how, but why.
Today, Rob’s programs attract diverse audiences, from Global 100 companies to growing entrepreneurial enterprises, from parents to professional negotiators. His best-selling books, including Customer Centered Selling, Mental Agility®, and How to Run Seminars & Workshops have been translated into more than a dozen languages.
He lives in Great Falls, Virginia.
Rob draws on more than thirty years of experience to teach people how to change minds. His keynotes and workshops on influence and persuasion are in global demand, including companies in North America, Europe, Africa, and the Far East. And, most importantly, his work inspires individuals and organizations to create real, lasting change by not just teaching clients how, but why.
Today, Rob’s programs attract diverse audiences, from Global 100 companies to growing entrepreneurial enterprises, from parents to professional negotiators. His best-selling books, including Customer Centered Selling, Mental Agility®, and How to Run Seminars & Workshops have been translated into more than a dozen languages.
He lives in Great Falls, Virginia.
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Displaying 1 - 7 of 7 reviews
December 16, 2020
Master the art of urgency with the master! Rob Jolles truly wrote the book on customer centered selling. Insights and inspiration that transform businesses and lives. Karen Briscoe, author and podcast host 5 Minute Success
August 27, 2025
jolles does a great job of breaking down the sales process. great examples and personal anecdotes.
July 7, 2010
I love books that help me sell things better. This is just that type of book. It's hard to put it down once you get started reading. How can I get people to buy the stuff I'm selling? Is there a decision process? How does it work?
Being customer-centric involves putting the customer needs first and providing them with the services and products that they need (want).
Good read!
Being customer-centric involves putting the customer needs first and providing them with the services and products that they need (want).
Good read!
April 28, 2011
Not a bad book to introduce you to a sales process. I had SPIN training last year which this is more or less a carbon copy of (no idea which process cam first). Now all I have to do is put it into practice.
Read
August 28, 2014Contains 8 steps promoted by the famous Xerox sales training program. Essentially they involve allowing the person being sold to opportunity to discover problem Salesperson can solve by selling. Grat plan for selling. Not really concerned with the complaints end of things.
March 11, 2013
I really liked that this book went through the different stages of a customer's buying process and laid out how to deal with each stage. Very good tips/techniques.
February 4, 2014
Teaches well through memorable and exciting stories.
Displaying 1 - 7 of 7 reviews