JAMES M. KOUZES is the Dean’s Executive Fellow of Leadership, Leavey School of Business, Santa Clara University, and according to the Wall Street Journal, one of the twelve best executive educators in the United States.BARRY Z. POSNER, PhD, is the Accolti Endowed Professor of Leadership at the Leavey School of Business, Santa Clara University, where he served for twelve years as Dean of the School. DEB CALVERT is the founder of People First Productivity Solutions and The Sales Experts Channel, and author of one of HubSpot’s “Top 20 Most Highly Rated Sales Books of All Time.”

"... an interesting and accessible meld of leadership and sales concepts." (Winning Edge, July 2018)

• INTRODUCTION: HOW YOU MAKE EXTRAORDINARY SALES HAPPEN 1WHAT IF SELLERS BEHAVED AS LEADERS? 7CHAPTER ONE: WHEN SELLERS ARE AT THEIR BEST 9Redefining the B2B Buyer Experience 10More of the Same Behaviors Results in More of the Same Reactions 10Something Different, but What? 10Lessons from the B2C Customer Experience 13Meeting the Preferences of Today’s Buyers 14Research Provides a Behavioral Blueprint 15Findings and Implications 16The Five Practices of Exemplary Leadership 17Model the Way 18Inspire a Shared Vision 19Challenge the Process 20Enable Others to Act 20Encourage the Heart 21It’s Time for Real Change 22CHAPTER TWO: CREDIBILITY IS THE FOUNDATION OF BOTH LEADERSHIP AND MAKING THE SALE 23Stereotypical Sales Behaviors Diminish Seller Credibility 24Credibility Makes a Difference 25The Prescription for Strengthening Your Personal Credibility 28PRACTICE 1: MODEL THE WAY 31CHAPTER THREE: CLARIFY VALUES 33Find Your Voice 34Affirm Shared Values 38Take Action: Clarify Values 44CHAPTER FOUR: SET THE EXAMPLE 45Live the Shared Values 47Teach Others to Model the Values 52Take Action: Set the Example 57PRACTICE 2: INSPIRE A SHARED VISION 59CHAPTER FIVE: ENVISION THE FUTURE 61Imagine the Possibilities 63Find a Common Purpose 68Take Action: Envision the Future 72CHAPTER SIX: ENLIST OTHERS 73Appeal to Common Ideals 75Animate the Vision 79Take Action: Enlist Others 84PRACTICE 3: CHALLENGE THE PROCESS 85CHAPTER SEVEN: SEARCH FOR OPPORTUNITIES 87Seize the Initiative 90Exercise Outsight 93Take Action: Search for Opportunities 99CHAPTER EIGHT: EXPERIMENT AND TAKE RISKS 101Generate Small Wins 103Learn from Experience 107Take Action: Experiment and Take Risks 112PRACTICE 4: ENABLE OTHERS TO ACT 113CHAPTER NINE: FOSTER COLLABORATION 115Create a Climate of Trust 118Facilitate Relationships 124Take Action: Foster Collaboration 128CHAPTER TEN: STRENGTHEN OTHERS 129Develop Competence and Confidence 133Take Action: Strengthen Others 139PRACTICE 5: ENCOURAGE THE HEART 141CHAPTER ELEVEN: RECOGNIZE CONTRIBUTIONS 143Expect the Best 145Personalize Recognition 150Take Action: Recognize Contributions 155CHAPTER TWELVE: CELEBRATE THE VALUES AND VICTORIES 157Create a Spirit of Community 160Be Personally Involved 164Take Action: Celebrate the Values and the Victories 169CHAPTER THIRTEEN: LEADERSHIP IS EVERYONE’S BUSINESS 171SOURCES AND NOTES 179Introduction: How You Make Extraordinary Sales Happen 179Chapter 1: When Sellers Are at Their Best 179Chapter 2: Credibility Is the Foundation of Both Leadership and Making the Sale 180Chapter 3: Clarify Values 181Chapter 4: Set the Example 181Chapter 5: Envision the Future 182Chapter 6: Enlist Others 182Chapter 7: Search for Opportunities 183Chapter 8: Experiment and Take Risks 183Chapter 9: Foster Collaboration 184Chapter 10: Strengthen Others 185Chapter 11: Recognize Contributions 186Chapter 12: Celebrate the Values and Victories 186Chapter 13: Leadership Is Everyone’s Business 188Acknowledgments 189About the Authors 191Index 197

JAMES M. KOUZES is the Dean’s Executive Fellow of Leadership, Leavey School of Business, Santa Clara University, and according to the Wall Street Journal, one of the twelve best executive educators in the United States.BARRY Z. POSNER, PhD, is the Accolti Endowed Professor of Leadership at the Leavey School of Business, Santa Clara University, where he served for twelve years as Dean of the School. DEB CALVERT is the founder of People First Productivity Solutions and The Sales Experts Channel, and author of one of HubSpot’s “Top 20 Most Highly Rated Sales Books of All Time.”

"... an interesting and accessible meld of leadership and sales concepts." (Winning Edge, July 2018)

• INTRODUCTION: HOW YOU MAKE EXTRAORDINARY SALES HAPPEN 1WHAT IF SELLERS BEHAVED AS LEADERS? 7CHAPTER ONE: WHEN SELLERS ARE AT THEIR BEST 9Redefining the B2B Buyer Experience 10More of the Same Behaviors Results in More of the Same Reactions 10Something Different, but What? 10Lessons from the B2C Customer Experience 13Meeting the Preferences of Today’s Buyers 14Research Provides a Behavioral Blueprint 15Findings and Implications 16The Five Practices of Exemplary Leadership 17Model the Way 18Inspire a Shared Vision 19Challenge the Process 20Enable Others to Act 20Encourage the Heart 21It’s Time for Real Change 22CHAPTER TWO: CREDIBILITY IS THE FOUNDATION OF BOTH LEADERSHIP AND MAKING THE SALE 23Stereotypical Sales Behaviors Diminish Seller Credibility 24Credibility Makes a Difference 25The Prescription for Strengthening Your Personal Credibility 28PRACTICE 1: MODEL THE WAY 31CHAPTER THREE: CLARIFY VALUES 33Find Your Voice 34Affirm Shared Values 38Take Action: Clarify Values 44CHAPTER FOUR: SET THE EXAMPLE 45Live the Shared Values 47Teach Others to Model the Values 52Take Action: Set the Example 57PRACTICE 2: INSPIRE A SHARED VISION 59CHAPTER FIVE: ENVISION THE FUTURE 61Imagine the Possibilities 63Find a Common Purpose 68Take Action: Envision the Future 72CHAPTER SIX: ENLIST OTHERS 73Appeal to Common Ideals 75Animate the Vision 79Take Action: Enlist Others 84PRACTICE 3: CHALLENGE THE PROCESS 85CHAPTER SEVEN: SEARCH FOR OPPORTUNITIES 87Seize the Initiative 90Exercise Outsight 93Take Action: Search for Opportunities 99CHAPTER EIGHT: EXPERIMENT AND TAKE RISKS 101Generate Small Wins 103Learn from Experience 107Take Action: Experiment and Take Risks 112PRACTICE 4: ENABLE OTHERS TO ACT 113CHAPTER NINE: FOSTER COLLABORATION 115Create a Climate of Trust 118Facilitate Relationships 124Take Action: Foster Collaboration 128CHAPTER TEN: STRENGTHEN OTHERS 129Develop Competence and Confidence 133Take Action: Strengthen Others 139PRACTICE 5: ENCOURAGE THE HEART 141CHAPTER ELEVEN: RECOGNIZE CONTRIBUTIONS 143Expect the Best 145Personalize Recognition 150Take Action: Recognize Contributions 155CHAPTER TWELVE: CELEBRATE THE VALUES AND VICTORIES 157Create a Spirit of Community 160Be Personally Involved 164Take Action: Celebrate the Values and the Victories 169CHAPTER THIRTEEN: LEADERSHIP IS EVERYONE’S BUSINESS 171SOURCES AND NOTES 179Introduction: How You Make Extraordinary Sales Happen 179Chapter 1: When Sellers Are at Their Best 179Chapter 2: Credibility Is the Foundation of Both Leadership and Making the Sale 180Chapter 3: Clarify Values 181Chapter 4: Set the Example 181Chapter 5: Envision the Future 182Chapter 6: Enlist Others 182Chapter 7: Search for Opportunities 183Chapter 8: Experiment and Take Risks 183Chapter 9: Foster Collaboration 184Chapter 10: Strengthen Others 185Chapter 11: Recognize Contributions 186Chapter 12: Celebrate the Values and Victories 186Chapter 13: Leadership Is Everyone’s Business 188Acknowledgments 189About the Authors 191Index 197