Q INDEX 273 finding new customers, 76 focus on features, 40 hesitation in price increase news, 211 listening by, 43 optimism of, 127 perceptions vs. customer information, 42 questions for, 41 questions from female, 96­97 reasons for failure to close, 5 skepticism of, 200 time with buyer, 222­224 value to company, 31 script for telephone sales call, 119 ``secondary needs,'' 43, 45 self-assessment, 9 self-motivation, 252 selling, and prospecting, 78 selling skills, 10 continual improvement, 252­253 learning continually, 258­259 one percent continuous improvement process, 253­254 vendor assistance in writing, 232, 235­236 see also bidding process request for quotation (RFQ), 231, see also bidding process research department, C-suite executives as, 174­175 resources, allocating, 25 respect, 208 C-suite executives and, 162 for customers, 105­106 for purchasing department, 216 for time, 120 response from sales force, to price in- crease, 201 retailers, 59 return-on-investment analysis, 188 risk vs. investment in sale, 190­191 in outside meetings for salesperson, 224­225 rush order, for prospects, 91