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takeover offers cautionary tale, 309-310 intermediaries, 313 negotiations, starting, 312 Trojan horse, spotting, 314 Tang, Victor (Secrets of Software Quality), 117 targets, sales, 249 task-oriented documentation, 144 taxes, 163, 166, 167 teaching market about software, 199-200 slow starts and, 192-195 team building equipment, 110-111 interviewing, 107-109 motivating staff, 109 pay structures, 109-110 people, choosing, 105 recruiting, 106-107 salespeople, 251-252, 254, 261-262 size, 78

training, 111, 261-262 turnovers, minimizing, 115-116 tech support benefits, 282-283 beta testing, 277 built-in Help section, 273 charging, 281-282 costs, 276-277 described, 271 e-mail, 274 feedback, 283-284 free software, 217 measuring, 280-281 needs, understanding, 272 newsgroups, 274-275 none, 273

perfection, cost of, 272 post-sales distribution, 235 programmers, involving, 280 revenue from, 181 scheduling, 276 site visits, 275-276 staff, 277-280

telephone and video telephone, 275 Web sites, 275 technical plan, 132 technicalities, in writing, 145-146

technologist, systems, 77 telephone customer support contact details, providing, 265 described, 275

number, providing for installation, 141 telephone service, relocating, 305 telephoning cold calling sales prospects, 255 marketing research, 21 terms and conditions, Web site, 266 terms, distribution, 233 terms of use, Web site, 267 test plan, 133 testability factor, 123 testimonials, 335 testing for bugs, 133-136 cost of correcting bugs, 118 theft, 238-239 third-party services online credit card facilities, 289 resellers, 230-231 selling certification, 217 support, 277-278 3D Feature Points, 128 three-tier distribution, 228 tight rope, 286 time and money development, 80-81 jobs, 45 timing product promotion, 218 trade shows exhibiting software, 211 surveys at, 20 trademarks, 266 training information, assimilating, 146 support staff, 278-280 team building, 111 training salespeople advantages of, 254 cold calling, 255-256 contacts, buying or growing, 258-259 customer dynamic, 263 customer relationships, 263 large firms, evaluating leads from, 260 leads, managing with CRM software, 256 monitoring sales, 261 order takers, 259-260 presentations, 258 prioritizing prospects, 261

Continued training salespeople (continued) resistance, overcoming, 255 site visits, 256-258

teams, selling through others', 261-262 Trojan horse, spotting, 314 Tucci, Joe (Wang executive), 94 Tucows shareware site, 217 Tupperware, 226

turnaround finance VCs (venture capitalists), 63 two-tier distribution, 228 type size, 147

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