Acknowledgements                                   xiii
Introduction                                       xv
    1 The 21 commonsense business development      1   (20)
    truths
      1 Focus on converting leads, not just on     3   (1)
      generating them
      2 Exceed customer or client expectations     4   (2)
      3 Speak to potential customers or            6   (2)
      clients...and speak to them nicely
      4 Be open for business                       8   (1)
      5 Don't let your admin get in the way        9   (1)
      6 There's no job more important than         10  (1)
      helping customers or clients part with
      their cash!
      7 Don't let technology get in the way        10  (1)
      8 Quality and word-of-mouth count for        11  (1)
      everything
      9 Actively strive for consistency            12  (1)
      10 Recruitment is part of business           12  (1)
      development
      11 Keep in touch with your existing and      13  (1)
      past customers and clients
      12 Master social online media                13  (1)
      13 Test your ideas, concepts and prices      14  (1)
      14 Plan, but keep things simple              15  (1)
      15 Take complaints seriously                 15  (1)
      16 Make your customer or client              16  (1)
      environment appropriate
      17 Train your people to spot opportunities   17  (1)
      18 Get out of your office or premises and    17  (1)
      mix and mingle
      19 Find a niche and specialise               18  (1)
      20 Model what works best                     19  (1)
      21 Be squeaky clean - you need to be         19  (2)
      trusted
    2 Asking the right business questions: a       21  (10)
    toolkit for business development
      The five impact questions                    22  (2)
      The 100 business development questions       24  (7)
    3 The 20 business development pricing          31  (20)
    tools, truths and techniques
      1 Winning business is not the most           32  (1)
      important thing - being profitable is
      2 Price is a communications issue, not a     33  (1)
      financial or accounting one
      3 Focus on value and service and not just    33  (2)
      price
      4 Bundle in and include as much as you can   35  (1)
      5 Unbundle and charge things separately      36  (1)
      6 Don't fall into the price trap             37  (1)
      7 Consider increasing your prices            37  (1)
      8 Use division and comparison                38  (1)
      9 Get others to justify your prices          39  (1)
      10 Price with guarantees                     39  (1)
      11 Price for specialisation                  40  (1)
      12 Price for profile and experience          41  (1)
      13 Price based on feedback and testing       42  (2)
      14 Price for prestige                        44  (1)
      15 Price for know how                        45  (1)
      16 Price with the competition in mind        46  (1)
      17 If you must have a loss leader, make      46  (1)
      it count!
      18 Consider special deals, promotions,       47  (1)
      sales and discounts
      19 Price for easy payment                    48  (1)
      20 Price with magic numbers                  49  (2)
    4 Introducing the business development         51  (8)
    priorities
      Priority 1 Convert leads, opportunities      52  (3)
      and enquiries into profitable business
      Priority 2 Develop more business from        55  (2)
      existing customers and clients
      Priority 3 Externalise business              57  (2)
      development efforts to generate new
      leads, opportunities and enquiries
    5 Priority 1 - Convert leads, opportunities    59  (20)
    and enquiries into profitable business
      The 10 commandments of converting leads      62  (9)
      and enquiries
      The five-step conversion process             71  (5)
      General tips on handling leads and           76  (3)
      enquiries
    6 Priority 2 - Develop more business from      79  (20)
    existing customers and clients
      Golden rule 1 Know your customers and        80  (1)
      clients
      Golden rule 2 Keep your customers and        81  (8)
      clients happy
      Golden rule 3 Keep in touch with your        89  (3)
      customers and clients
      Golden rule 4 Offer additional products      92  (3)
      and services
      Golden rule 5 Get customers and clients      95  (4)
      to recommend and refer
    7 Priority 3 - Externalise business            99  (36)
    development efforts to generate new leads,
    opportunities and enquiries
      The internet: the commonsense guide to       100 (14)
      developing your business online
      14 ways to develop your business through     114 (4)
      joint ventures and collaboration
      How to win in competitive situations         118 (7)
      Brand your way to business development       125 (4)
      success
      Direct targeting by telephone                129 (6)
    8 Personal performance business development    135 (26)
    skills
      Sales skills and tips                        136 (4)
      Writing skills and tips                      140 (3)
      Conversational networking skills and tips    143 (3)
      Presentation skills and tips                 146 (4)
      Negotiation skills and tips                  150 (2)
      Time management skills and tips              152 (9)
    9 Pulling it all together...making it happen   161 (6)
      Beware of planning madness                   162 (1)
      Know what to do first                        162 (1)
      Create some `have to' targets                162 (1)
      Hit your targets by working backwards        163 (1)
      Provide strong leadership and involve        164 (1)
      others
      Stop putting things off                      164 (3)
Conclusion                                         167 (2)
Index                                              169