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Tables of Contents for Loyalty-Based Selling
Chapter/Section Title
Page #
Page Count
Preface
ix
How and Who
1
4
How Is Loyalty-Based Selling Different?
1
2
Who Is Tim Smith?
3
2
The Magic Formula: 7 - 0 = 1
5
146
7 Magic Steps
6
1
0 Lost Customers
6
3
#1 Sales Rep
9
2
Get the Answers to the Test
11
6
Make Friends
17
26
Why Friendship?
18
1
Establish Trust-Immediately
19
2
Take It Personal
21
2
Friendly Facts
23
2
Tour the House
25
5
Ask, Listen, and Observe
30
4
The Forgotten Compliment
34
4
All Work and No Play
38
5
Blast Off with the Big Things
43
22
Reverse a Negative
43
11
Seize a Positive
54
1
Use Formal Agreements
55
10
Light 'Em Up with the Little Things
65
24
Send Cards
66
2
Make Their Lives Easier
68
1
Remember Names
69
4
Smile
73
1
Mom Always Said: ``Use Good Manners''
74
1
``Take Off Your Coat...''
74
1
Keep Promises
75
2
Good Enough...Isn't
77
3
Creatively Differentiate Services
80
1
Surprise, Surprise
80
3
Say Thank You
83
3
When Tank You Isn't Enough, Celebrate!
86
3
Have Fun
89
12
How Fun Works
90
1
Humor Heals
91
3
Effective Communication
94
1
Fun Bonds
95
1
Use It, Don't Abuse It
96
2
Humor Is No Laughing Matter
98
3
Time to Win
101
30
On Time: Be Late...Be Bait
102
2
Response Time: Speed Kills
104
6
Magically Make Minutes for Yourself
110
13
Magically Give Minutes to Your Customers
123
3
Create Good Timing Magically
126
5
Get the Test Scores
131
20
Back to School
131
1
Why Do You Need to Ask?
132
1
What Is in It for You?
133
1
What Is in It for Your Customers?
134
1
You Object
135
2
They Object
137
1
Best Service Ever...Guaranteed
137
6
``And the Customer Says...''
143
2
Timing
145
2
Complacency Kills
147
4
Congratulations
151
4
Sources
155
2
Index
157