title: Virtual Selling: Going Beyond the Automated Sales Force to Achieve Total Sales Quality
author:  Thomas M. Siebel 
description: Charles R. Schwab Chairman and CEO, The Charles Schwab Corporation "Virtual Selling" is loaded with practical ideas for improving and expanding our relationships with existing and future customers.<br /><br />George T. Shaheen Managing Partner, Andersen Consulting Total Sales Quality will revolutionize the sales process, the same way that Total Quality Management (TQM) revolutionized business management. It's about time that TQM is applied to sales, the last unautomated corner of the corporate world.<br /><br />A. Michael Spence Dean, Stanford Graduate School of Business A very useful and insightful book. It sets forth clearly and persuasively the substantial returns to be gained from the right kind of investment in sales information systems.<br /><br />Debbie Miller Vice-President, Systems Business Unit, Americas, Digital Equipment Corporation A must read for every sales person, sales manager and corporate executive who plans on using computers to make customers more satisfied and close more business.
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  ![](index-1_1.jpg)
  
  
  **Table of Contents**
  
  
  [Cover](index_split_003.html#p308)
  
  
  Foreword
  
  
  Virtually Yours …
  
  
  PART I: Foundation
  
  
  1 And, Just Like That, Everything Changed
  
  
  Technology Meets the Moment
  
  
  The Purpose of This Book
  
  
  Note
  
  
  2 Is Face-to-Face Selling Dead?
  
  
  Probability versus Ideology
  
  
  Virtual Is NOT the Same as Face-to-Face
  
  
  Notes
  
  
  3 Necessity Is the Mother of Virtual Selling
  
  
  Everything Works—Blending Works Best
  
  
  Will Customers and Prospects Accept Virtual Selling?
  
  
  4 Virtual Selling Definition and Channels
  
  
  Human-to-Human
  
  
  Sales Communication Approaches
  
  
  5 The Asynchronous Salesperson
  
  
  A Robot Can Do Your Job—If You Are Not Doing Your Job
  
  
  Talk with People
  
  
  6 Blending
  
  
  Map Your Sales Process to Communication Channels
  
  
  PART II: Emotional Discipline
  
  
  7 The Four Levels of Sales Intelligence
  
  
  Innate Intelligence (IQ)
  
  
  Acquired Intelligence (AQ)
  
  
  Technological Intelligence (TQ)
  
  
  Emotional Intelligence (EQ)
  
  
  8 Emotions Matter
  
  
  Peopl