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The New Rules of Sales and Service [Paperback] [Jan 01, 2018] David Meerman Scott
Please Read Brand New, International Softcover Edition, Printed in black and white pages, minor self wear on the cover or pages, Sale restriction may be printed on the book, but Book name, contents, and author are exactly same as Hardcover Edition. Fast delivery through DHL/FedEx express.
- GenresBusinessNonfiction
304 pages, Paperback
First published January 1, 2014
39 people are currently reading
233 people want to read
About the author
David Meerman Scott
63 books110 followersOur always-on, Web-driven world has new rules for competing and growing business. Advance planning is out – agile is IN! Those who embrace new ways will be far more successful than those who stay who stay stuck and afraid to change. No one knows more about using the new Real-Time tools and strategies to spread ideas, influence minds and build business than David Meerman Scott. It’s his specialty.
He’s a sales and marketing strategist who has spoken on all seven continents and in 40 countries to audiences of the most respected firms, organizations and associations.
David is author or co-author of ten books - three are international bestsellers. He is best known for The New Rules of Marketing & PR, now in its 6th edition, which has been translated into 29 languages and is a modern business classic with over 400,000 copies sold so far. David also authored Real-Time Marketing & PR, a Wall Street Journal bestseller. He is co-author of Marketing the Moon (with Rich Jurek) and Marketing Lessons from The Grateful Dead (with HubSpot CEO Brian Halligan).
He’s a sales and marketing strategist who has spoken on all seven continents and in 40 countries to audiences of the most respected firms, organizations and associations.
David is author or co-author of ten books - three are international bestsellers. He is best known for The New Rules of Marketing & PR, now in its 6th edition, which has been translated into 29 languages and is a modern business classic with over 400,000 copies sold so far. David also authored Real-Time Marketing & PR, a Wall Street Journal bestseller. He is co-author of Marketing the Moon (with Rich Jurek) and Marketing Lessons from The Grateful Dead (with HubSpot CEO Brian Halligan).
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Displaying 1 - 17 of 17 reviews
September 20, 2017
A common sense book about the shift in sales and customer service culture. It would be really useful for writers, editors and communications professionals, as well as sales people and businesses losing customers by staying old school. The idea of an educated consumer and integrated sales consulting is something millennials and later generations will really appreciate. It is their reality.
The only downside is this book meanders with a lot of stories and doesn't get to the point quickly, or always clearly. Valuable ideas get drowned out by the stories and exposition.
I highly recommend this book to anyone who is involved with sales and customer service. I just wish there was a shorter version with all the highlights.
The only downside is this book meanders with a lot of stories and doesn't get to the point quickly, or always clearly. Valuable ideas get drowned out by the stories and exposition.
I highly recommend this book to anyone who is involved with sales and customer service. I just wish there was a shorter version with all the highlights.
August 6, 2015
It used to be that when your refrigerator broke down you went to the appliance store where a salesperson preached about the latest and greatest features of the newest product their company was trying to sell. We relied on the salesperson to provide us with all the information and their goal was to get you to buy the most expensive model your wallet could afford. They were in control.
Today, the landscape has changed. Thanks to the internet, buyers come armed with reviews, product benefits, and prices of all the models at all the stores. They are less patient with pushy sales techniques.
In his latest book, The New Rules of Sales and Service, David Meerman Scott uses case studies and personal storytelling to illustrate how the selling and buying processes have changed and what brands need to do to get on board. Scott has built a reputation on identifying new trends in marketing, PR, social media, and sales. This book fits right in that model.
Today, selling is about being agile, adaptable. The seller is required to know their audience and be able to sell to their unique needs. Today’s salesperson should be more like a consultant who is able to help customers at all stages of the buying process. It is about providing them with the right information to help them buy, not giving them the information you can use to close the sale. The agile salesperson has more like a doctor-patient relationship with a buyer rather than an adversary trying to overcome objections.
Sales approaches need to be real-time, brands need to be responsive. This is true whether you are an author or a corporate conglomerate. Technology speeds up and informs the process. Even though we have social media and more data than we need about our buyers, Scott maintains that sales in still about human interaction. People want to buy from people and they want to trust the seller. It’s up to the agile brand to be human, provide helpful information, and make the sale about the customer, not about you. It all boils down to great service.
The last three chapters of the book talk about the social imperative of sales and how social media should be integrated into sales for maximum impact. No longer an option, agile companies are social companies.
My guess is this book will rankle some, especially those who are ignorant of the impact social media has on our culture—not only as entertainment and communication but in the everyday process of what kind of detergent we buy. It’s an excellent read for social media managers, sales people, companies, and personal brands who want to understand how to more effectively sell their products. It will be more pertinent to companies that are large enough to actually have a sales force but good for anyone who wants to stay on top of trends of marketing.
On a side note, I bought this book on Audible. I have been traveling a lot this summer and the audio version fit the bill. Scott narrated the book himself which added a note of authenticity to the stories and case studies in the book.
Today, the landscape has changed. Thanks to the internet, buyers come armed with reviews, product benefits, and prices of all the models at all the stores. They are less patient with pushy sales techniques.
In his latest book, The New Rules of Sales and Service, David Meerman Scott uses case studies and personal storytelling to illustrate how the selling and buying processes have changed and what brands need to do to get on board. Scott has built a reputation on identifying new trends in marketing, PR, social media, and sales. This book fits right in that model.
Today, selling is about being agile, adaptable. The seller is required to know their audience and be able to sell to their unique needs. Today’s salesperson should be more like a consultant who is able to help customers at all stages of the buying process. It is about providing them with the right information to help them buy, not giving them the information you can use to close the sale. The agile salesperson has more like a doctor-patient relationship with a buyer rather than an adversary trying to overcome objections.
Sales approaches need to be real-time, brands need to be responsive. This is true whether you are an author or a corporate conglomerate. Technology speeds up and informs the process. Even though we have social media and more data than we need about our buyers, Scott maintains that sales in still about human interaction. People want to buy from people and they want to trust the seller. It’s up to the agile brand to be human, provide helpful information, and make the sale about the customer, not about you. It all boils down to great service.
The last three chapters of the book talk about the social imperative of sales and how social media should be integrated into sales for maximum impact. No longer an option, agile companies are social companies.
My guess is this book will rankle some, especially those who are ignorant of the impact social media has on our culture—not only as entertainment and communication but in the everyday process of what kind of detergent we buy. It’s an excellent read for social media managers, sales people, companies, and personal brands who want to understand how to more effectively sell their products. It will be more pertinent to companies that are large enough to actually have a sales force but good for anyone who wants to stay on top of trends of marketing.
On a side note, I bought this book on Audible. I have been traveling a lot this summer and the audio version fit the bill. Scott narrated the book himself which added a note of authenticity to the stories and case studies in the book.
Read
February 5, 2022What this book is about?
This book could have been named Sales and Marketing 2.0. After reading this book last week I realize that I had missed a new global shift in sales and marketing. Worse, I realize I was preaching Sales and Marketing 1.0. Now even this book is outdated. After the scandal of Cambridge Analytica in the 2016 US election in which Donald Trump won, we seem to have entered by as early as 2018, Sales and Marketing 3.0.
Usually I am not such in a hurry to write reviews of recently read books but this one seemed urgent and important to get out to the world.
The biggest shifts from Sales and Marketing 1.0 to 2.0, for me were:
1 The collapse of the sales funnel model and sales cycle and birth of buyer cycle:
Before, customers had to come to the shop or at least make a call just to get basic information like price range, features, functions. This was called a ‘prospect’. This was the beginning of the sales cycle or funnel. Then the salesperson or the CRM would disquality any ‘suspects’ and the remaining prospects would be engaged in various ways so that they would become ‘warmer’ and eventually ‘hot’ ready to be ‘closed’ and ‘negatiation’. This converted a prospect into a client. Now the client would be put in a CRM and future leads would be generated. This worked well for half a century.
But after the rise of cheap broadband, as the author cleverly notices, there are now rarely any prospects that enter the shop or make the call. What does he mean?
He says that now no one goes to a shop or makes a call to get basic information like price, features , functions etc. Instead you and I go to the anonymous web, browse.
Then when we are ready to buy, we just pick the phone, ask for the location of the chosen shop, pay cash and get out products or service without even bargaining because we arrived this far by disqualifying sellers.
Basically this new buyer cycle, is frightening to any business because it is now impossible to make predictions and sales forecast like in the old days. There is just no more pipeline.
Without you being aware, your product or service might be a hot cake in the making or a bomb that everyone is talking negatively about. You may end up with no sales or so much sales you can’t handle.
Location seems to matter less and less as those who find you on the web will find you anyhow unless you are really too far.
This book thus talks about this new reality.
2 The inadequacy of the Customer Relationship Management (CRM) softwares and Enterprise Resource Planning (ERP)
As we mentioned so far, CRM is either dead or needs integration with google searches, google analytics, adsense, FB, Twitter, youtube, linkedin and so on.
In modern parlance we call this big data.
New software architecture is thus required to make proper sales forcast. I am not aware of any yet. May be Salesforce.com has made the breakthrough but I don’t know.
3 A new world without the salesman
Another frightening aspect of the Sales and Marketing 2.0, is that we might not need salesmen. 80% of the salesman’s job is now done by the internet.
In this new world, it seems adsense or equivalent and news are the best form of marketing.
4 Nothing less than a consultant/doctor
That said there will still be the need of a human interface at the closing part or even during the early buyer research stage. But the old style of pushing and hard sell can be thrown out the window.
Cold calling is dead. Now it is called interference selling because it requires that you stop someone with something he is not concerned at the moment in order to do you job.
No, in 2.0 world, the salesman is supposed to become like a doctor/consultant making prescriptions/recommendations.
5 Stories sell the products and service
The best and most common example of using stories to sell is Steve Jobs and Apple. It is difficult to make it work in every product but you should think about it. The human mind is wired to love stories.
So if they love your story they will buy your product/service.
6 The inevitability of Social Media as a sales and marketing tool
Knowing this many firms went too far in the 2.0 world by tracking key words we type of our posts in FB, twitter. For example if I typed ‘I hate my TV’ on FB. Within a few hours , I would get an advert from a TV company. If I was not knowing of algorithms, i would think , ‘o wow what a coincidence. Lets click here and buy a new TV.’ But if you know artificial intelligence (AI) basics this is a no brainer that FB is selling my data to an ad company who used the simple logic:
If someone types TV, then send him TV ad.
Now as I told earlier after 2016 scandal of Cambridge Analytica, we are in sales and marketing 3.0 where it is no ‘more cool’ to spy on potential buyers and send them unsolicited ads. Some European countries have banned spying on social media. More countries will follow. This occurred after David published this book so he can be forgiven.
7 Google Reviews and more
You think your brand is on top because you spend so much. Forget it. Check your companies google reviews, hashtags on FB, Twitter, Youtube, linkedin etc.
Most likely you will surprised.
You have to have people monitoring these and develop the right software.
How is it useful to you in your :
Life
x
Business
In whatever business you are, this book is a shocking reality check. Are you ready for the new world of sales and marketing 3.0? Unless you are shop in ason galli, then you need to learn from this book or my summary. Selling cars, mobiles, computers, even a dinner for 2 or a spa will be affected by this 3.0 shift. In Nepal the shift has fastened due to pandemic and will reach at par with the west in a few years.
Revise your sales and marketing departments, and job descriptions. Do it before it is too late.
Career
If you are salesman, you have better be concerned if you are not retiring in the coming 5 years. After policybazar.com ‘s success in India, people don’t fall for the old tricks of insurance agents.
No now, you have to become an expert in consulting and counseling, social media marketing, data analysis.
The world has changed. Adapt or die.
Conclusion
As a management consultant and trainer this book shook my roots. I realized I had been a fool to not have found this book in 2014. But I was lucky that in Nepal the shift from sales and marketing 1.0 to 2.0 took longer. But I was already having problems in the advices i gave in 2018 about how to increase sales because my paradigm was based on a 1.0 world of expensive internet. I had predicted cold calls to be dead and that they would only work followed up after an sms, but that too I was outdated if not wrong.
I am shocked that despite myself reading 100+ books a year , I am proven an ignorant on so many fonts in my own industry, what must be the state of CEO’s, owners, presidents, professionals who don’t read any books or even my book reviews or listen to my online videos despite my trying so hard.
I guess they think they know all and they have been lucky. But we can’t always rely on luck. 2022 onwards i believe is an age of knowledge with more and more people glued to the internet. Yes they use it for Tik Tok but 5% of the time they learn something, read something. I think we might be entering a new age of enlightenment. Leaders like you and me, must be prepared to lead this mass of followers with scattered, incongruent and too much irrelevant information. These followers will be students, employees and clients or even the voters.
This book could have been named Sales and Marketing 2.0. After reading this book last week I realize that I had missed a new global shift in sales and marketing. Worse, I realize I was preaching Sales and Marketing 1.0. Now even this book is outdated. After the scandal of Cambridge Analytica in the 2016 US election in which Donald Trump won, we seem to have entered by as early as 2018, Sales and Marketing 3.0.
Usually I am not such in a hurry to write reviews of recently read books but this one seemed urgent and important to get out to the world.
The biggest shifts from Sales and Marketing 1.0 to 2.0, for me were:
1 The collapse of the sales funnel model and sales cycle and birth of buyer cycle:
Before, customers had to come to the shop or at least make a call just to get basic information like price range, features, functions. This was called a ‘prospect’. This was the beginning of the sales cycle or funnel. Then the salesperson or the CRM would disquality any ‘suspects’ and the remaining prospects would be engaged in various ways so that they would become ‘warmer’ and eventually ‘hot’ ready to be ‘closed’ and ‘negatiation’. This converted a prospect into a client. Now the client would be put in a CRM and future leads would be generated. This worked well for half a century.
But after the rise of cheap broadband, as the author cleverly notices, there are now rarely any prospects that enter the shop or make the call. What does he mean?
He says that now no one goes to a shop or makes a call to get basic information like price, features , functions etc. Instead you and I go to the anonymous web, browse.
Then when we are ready to buy, we just pick the phone, ask for the location of the chosen shop, pay cash and get out products or service without even bargaining because we arrived this far by disqualifying sellers.
Basically this new buyer cycle, is frightening to any business because it is now impossible to make predictions and sales forecast like in the old days. There is just no more pipeline.
Without you being aware, your product or service might be a hot cake in the making or a bomb that everyone is talking negatively about. You may end up with no sales or so much sales you can’t handle.
Location seems to matter less and less as those who find you on the web will find you anyhow unless you are really too far.
This book thus talks about this new reality.
2 The inadequacy of the Customer Relationship Management (CRM) softwares and Enterprise Resource Planning (ERP)
As we mentioned so far, CRM is either dead or needs integration with google searches, google analytics, adsense, FB, Twitter, youtube, linkedin and so on.
In modern parlance we call this big data.
New software architecture is thus required to make proper sales forcast. I am not aware of any yet. May be Salesforce.com has made the breakthrough but I don’t know.
3 A new world without the salesman
Another frightening aspect of the Sales and Marketing 2.0, is that we might not need salesmen. 80% of the salesman’s job is now done by the internet.
In this new world, it seems adsense or equivalent and news are the best form of marketing.
4 Nothing less than a consultant/doctor
That said there will still be the need of a human interface at the closing part or even during the early buyer research stage. But the old style of pushing and hard sell can be thrown out the window.
Cold calling is dead. Now it is called interference selling because it requires that you stop someone with something he is not concerned at the moment in order to do you job.
No, in 2.0 world, the salesman is supposed to become like a doctor/consultant making prescriptions/recommendations.
5 Stories sell the products and service
The best and most common example of using stories to sell is Steve Jobs and Apple. It is difficult to make it work in every product but you should think about it. The human mind is wired to love stories.
So if they love your story they will buy your product/service.
6 The inevitability of Social Media as a sales and marketing tool
Knowing this many firms went too far in the 2.0 world by tracking key words we type of our posts in FB, twitter. For example if I typed ‘I hate my TV’ on FB. Within a few hours , I would get an advert from a TV company. If I was not knowing of algorithms, i would think , ‘o wow what a coincidence. Lets click here and buy a new TV.’ But if you know artificial intelligence (AI) basics this is a no brainer that FB is selling my data to an ad company who used the simple logic:
If someone types TV, then send him TV ad.
Now as I told earlier after 2016 scandal of Cambridge Analytica, we are in sales and marketing 3.0 where it is no ‘more cool’ to spy on potential buyers and send them unsolicited ads. Some European countries have banned spying on social media. More countries will follow. This occurred after David published this book so he can be forgiven.
7 Google Reviews and more
You think your brand is on top because you spend so much. Forget it. Check your companies google reviews, hashtags on FB, Twitter, Youtube, linkedin etc.
Most likely you will surprised.
You have to have people monitoring these and develop the right software.
How is it useful to you in your :
Life
x
Business
In whatever business you are, this book is a shocking reality check. Are you ready for the new world of sales and marketing 3.0? Unless you are shop in ason galli, then you need to learn from this book or my summary. Selling cars, mobiles, computers, even a dinner for 2 or a spa will be affected by this 3.0 shift. In Nepal the shift has fastened due to pandemic and will reach at par with the west in a few years.
Revise your sales and marketing departments, and job descriptions. Do it before it is too late.
Career
If you are salesman, you have better be concerned if you are not retiring in the coming 5 years. After policybazar.com ‘s success in India, people don’t fall for the old tricks of insurance agents.
No now, you have to become an expert in consulting and counseling, social media marketing, data analysis.
The world has changed. Adapt or die.
Conclusion
As a management consultant and trainer this book shook my roots. I realized I had been a fool to not have found this book in 2014. But I was lucky that in Nepal the shift from sales and marketing 1.0 to 2.0 took longer. But I was already having problems in the advices i gave in 2018 about how to increase sales because my paradigm was based on a 1.0 world of expensive internet. I had predicted cold calls to be dead and that they would only work followed up after an sms, but that too I was outdated if not wrong.
I am shocked that despite myself reading 100+ books a year , I am proven an ignorant on so many fonts in my own industry, what must be the state of CEO’s, owners, presidents, professionals who don’t read any books or even my book reviews or listen to my online videos despite my trying so hard.
I guess they think they know all and they have been lucky. But we can’t always rely on luck. 2022 onwards i believe is an age of knowledge with more and more people glued to the internet. Yes they use it for Tik Tok but 5% of the time they learn something, read something. I think we might be entering a new age of enlightenment. Leaders like you and me, must be prepared to lead this mass of followers with scattered, incongruent and too much irrelevant information. These followers will be students, employees and clients or even the voters.
August 6, 2020
Review #22 of my 52 week book challenge: The New Rules of Sales and Service ⠀
David Meerman Scott delivers again with this book on, you guessed it, sales and service. In his typical no nonsense fashion, Scott gets right to the point so that his message isn't lost in translation. These books aren't meant to be brain killers, which is what makes them so popular. Sometimes what we need in a business book is just the facts.
To find out why I started my 52 week book challenge, what I've been reading, and how you can get involved, check out my original LinkedIn Publisher article or follow me.
David Meerman Scott delivers again with this book on, you guessed it, sales and service. In his typical no nonsense fashion, Scott gets right to the point so that his message isn't lost in translation. These books aren't meant to be brain killers, which is what makes them so popular. Sometimes what we need in a business book is just the facts.
To find out why I started my 52 week book challenge, what I've been reading, and how you can get involved, check out my original LinkedIn Publisher article or follow me.
July 18, 2019
New world. New rules. Here they are. David Meerman is the man to follow.
July 20, 2021
Enjoyed the perceptions and characterizations; applcable across many spectrums of Selling
November 19, 2022
3.5 stars. More anecdotal than backed by statistics.
April 20, 2015
I'm a friend of David's, so my review is seen through partial eyes. In this book, David applies his marketing savvy and insight into what it takes to make a business successful today to sales and service. The result, unsurprisingly, is a clarion call for transparency, speed, smart social marketing, and clarity about your mission and role. The book is filled with great stories of sales and service examples of doing it right and making the customer a partisan for life. Just as David did so successfully with his classic New Rules of Marketing and PR, this book moves fast, makes its arguments powerfully and clearly, and convinces you of the rightness of his approach. Read this book if you're in sales or service and wonder what all the fuss over social media is about. David will set you straight.
June 26, 2016
Excellent book! Delivers just what the title promises. Very few business/marketing books I like that aren't written by academics, but David's books are great. I also enjoyed "New Rules of Marketing and PR" by the same author, which I cite and recommend to my MBA and Executive MBA students.
In particular, I like that Scott offers numerous specific examples based on his own experience and interactions with executives at the companies he profiles, to support his points. Very refreshing, compared to most business books which offer general thoughts based on secondhand knowledge, or fuzzy incorrect descriptions of marketing/consumer/business concepts. In all, highly recommended.
In particular, I like that Scott offers numerous specific examples based on his own experience and interactions with executives at the companies he profiles, to support his points. Very refreshing, compared to most business books which offer general thoughts based on secondhand knowledge, or fuzzy incorrect descriptions of marketing/consumer/business concepts. In all, highly recommended.
December 10, 2014
So many great examples of the importance of using real time data for sales and service. These are tools that used to only be available to enterprise level companies but there is so much software available now that any company can jump on the big data bandwagon. And boy, should we!
This is not something to wait on. Competitors everywhere are using these tools. But ultimately, the greatest benefit to using big data and customer engagement is the added value to future and current customers.
There are some slow sections but I definitely recommend this book.
This is not something to wait on. Competitors everywhere are using these tools. But ultimately, the greatest benefit to using big data and customer engagement is the added value to future and current customers.
There are some slow sections but I definitely recommend this book.
February 25, 2015
I'm a big fan of David Meerman Scott's work and marketing philosophy, and this is my favorite book of his yet. Just like his past work, it's filled with interesting real world examples that narrate his principals and make them memorable. I loved reading about HubSpot's great sales process in this book, as well as American Airline's real-time customer support through social media (which I've experienced during a frustrating flight delay). All in all, his principles are hard to argue with and it seems a world filled with businesses that practice them would be a better place.
November 9, 2015
David Meerman Scott articulated the changes in marketing in his New Rules of Marketing and PR several years back. Now he's extrapolating how those rules play out in Sales and Service. One of the key takeaways for me is that the lines between marketing, sales and service are blurring - at least when it comes to interacting with customers. He offers a lot of good examples of agile selling and service that are great models for businesses going forward.
June 7, 2015
Interesting stories of big companies who are successfully using social media in sales and customer support. The new paradigm is real-time everything and being super-useful to the customer before asking for the sale.
I'd recommend the book to people who need convincing that the rules have changed for sales. This is not a how-to book, this is a collection of stories which all answer the question WHY change anything in how we do sales and support.
I'd recommend the book to people who need convincing that the rules have changed for sales. This is not a how-to book, this is a collection of stories which all answer the question WHY change anything in how we do sales and support.
November 9, 2014
I'm probably the wrong audience for this book. Good info, but very basic. A lot of great examples of how people buy these days. I'd give it a higher rating if I was just getting started with Social Media.
Read
April 8, 2015check this out and get into the new millennium.
This book was a great wake up call to realize how I need to become very socially connected in today's new selling environments.
Lots of great guidance, tips, and methodologies.
This book was a great wake up call to realize how I need to become very socially connected in today's new selling environments.
Lots of great guidance, tips, and methodologies.
October 10, 2014
Great book! Definitely worth the read.
May 1, 2017
Great information for any sales and marketing manager who wants to stay ahead of the game.
Displaying 1 - 17 of 17 reviews