"Customer Centered Selling" teaches you the secret of the world-famous Xerox sales training program. The secret, Robert Jolles reveals, is reversing the conventional selling practice of searching for customer needs. To truly create urgency, you must focus instead on the customer's problems and decision-making process. Jolles provides a systematic, repeatable, predictable approach that teaches you to anticipate and influence behavior as the customer moves through an eight-stage "decision cycle" and ultimately discovers his or her needs. 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, sales managers, and managers in need of a disciplined approach to persuading others.

Robert L. Jolles is President of Jolles Associates, Inc., an independent training consulting firm. The Sales Trainer with the longest tenure working at Xerox Corporation today, Mr. Jolles is also the only person to have been awarded the position of Senior Sales Training Consultant. He lives in Great Falls, Virginia.