Skyrocketing Sales Solutions

Edition 4, August 27, 2003

"For those Who Want to Sell, Need to Sell, or Should Sell"                                                                                                                         Aug. 2003 

Dear Todd,

Welcome new clients to the TBN Sales Solutions family:

Tyler Wellness Center,

(Contact Walter Miller, President, (312) 922-5680 or e- mail for services)

Compass Mortgage,

(Contact Bob Lauper, Mortgage Consultant, (630) 836- 2540 or e-mail for services) 

We thank you for your business.

Todd Natenberg
Sales Trainer/Consultant/Author

Listen, Don't Hear

Sales Tip of the Month


There is no better way to distinguish yourself from your competitors than to summarize your prospects' needs- out loud- after probing, and prior to your presentation. 

When you summarize, you prove you listened, not that you heard. 

What's the difference? 

Hearing is simply not being deaf. But listening entails a three-step process.

At TBN Sales Solutions, we call it the A.R.T. method: Acknowledge, Repeat and Take action.


Have you ever had a one-way conversation where you do all the talking? Isn't that just as annoying as when someone else does all the talking? You feel like you are talking to a brick wall, don't you? 

Then, when you address the situation, what's the other person's response? "I heard you. What was I supposed to say? I didn't know it called for a comment," they say. 

What the other person doesn't understand is that you wanted acknowledgement. You needed to understand they heard your words. Ways to acknowledge include nodding your head with direct eye contact, positive or negative facial expressions depending on the situation and verbal comments, such as "I understand" or "I know what you mean."


Typically, when salespeople acknowledge a prospect, they feel they've listened. But this is just the first step. The second step is actually repeating what was just said to ensure you interpreted it properly. Don't dissect every sentence. Just hit the high points. If you did not get every point down, repeat what you remember. 

By hearing you repeat it, the prospect will be so impressed that what you leave out won't matter. 

Take Action 

This proves you truly understand the prospect's needs. What you say or do next must be a direct response to the answers provided. Many sales reps have lost deals or won deals at this step. Here's an example of what not to do: 

During my telecommunications corporate training days, a rep and I probed one prospect with good questions. We reached the point where the prospect told us, "What really matters to me are reliability and customer service. Price is not the issue. If you can guarantee me your company can provide these two criteria, you will earn my business." 

The rep's response was, "Great, let me show you how we can save you money. By switching to us, we will lower your rate." The meeting ended 10 minutes later. We never heard from the prospect again. 

Here's how a top-notch summarization may sound: 

"Okay, Prospect So-and-So. Let me summarize what you said. You have been with the company for 10 years. You came here from Idaho because you found it to be a great opportunity. One of the key reasons for the company's success is customer service. Your company sells to small and mid-sized businesses. You are the one who would 'sign on the dotted line.' What is important to you now is billing, customer service and a competitive price. Is there anything I left out?"

Gitomer endorses Todd's book

Due out Oct. 1, "I just got a job in sales! Now what?" A Playbook for Skyrocketing Your Commissions by Todd Natenberg, continues to get glowing reviews.

"If you just got a job in sales, then you just better buy this book. Rather than 'just got a job,' you'll 'just make some sales.' This book informs, inspires, and presents practical real-world information that converts sales goals to sales contracts." -- 

Jeffrey Gitomer, Author, The Sales Bible

"This powerful, practical, fast-moving book gives you a series of proven techniques you can use to get your sales career off to a fast start." -- 

Brian Tracy, Author, Turbo Strategy

"Awesome! Todd's playbook is more than theory -- it contains a wealth of valuable, practical ideas. Told from the perspective of someone who has learned the job inside and out, his book should be required reading for anyone starting out in the field of sales." -- 

Stephan Schiffman, Author and President of DEI Management Group, who has been cited as the foremost expert in the area of Prospecting Skills and is internationally known as "America's #1 Corporate Sales Trainer" 

Preorder your copy for only $19.95, plus tax, and we pay for the shipping and handling! 

GUARANTEE: "If you don't get at least 10 CONCRETE STRATEGIES AND TOOLS to apply to your daily job from this book, call me for a full refund!"-- Todd Natenberg


Where's Todd?

Todd's sales strategies have been featured of late in the following publications: Selling and Sales Skills (, Sales Training Camp ( and Selling! 

And look for Todd's latest article, "Anti-spa--ing Laws a Threat to 'Free and Open' marketplace" in an upcoming issue of the Business Ledger in Oak Brook, IL.

TBN needs your help

How much do you enjoy getting "Skyrocketing Sales Solutions," the official TBN Sales Solutions newsletter? How valuable do you find our recommended sales strategies? If the answers are VERY and VERY, then we now ask you back for your help.

In an effort to expand our ever increasing clientele, TBN Sales Solutions is now accepting new customers. 

Who do you know that could benefit from TBN Sales Solutions customized sales training and sales coaching programs?

Our ideal client (much as we teach our clients to comprise) entail the following: 

Companies with 5-30 salespeople, revenues between $5 million and $50 million, Chicagoland headquarters, salespeople receive commissions or bonuses, "farmer" type salespeople, new/startup/reorganized companies-- and entrepreneurs.

Our clientele includes mortgage brokers, financial planners, computer consulting companies, recruiters, and pump distributors, among others. 

Who could you refer us to? 

We appreciate your help. 

(Please send e-mail to or call 773-755-1306)