Who Stole My Sale?: 23 Ways to Close the Deal

Todd Duncan
J. Countryman (2006)
ISBN 1404104097
Reviewed by Cyndy Zoch for Reader Views (12/06)


Having never been a salesperson, I wondered how well I was going to enjoy Todd Duncan’s latest book, “Who Stole My Sale?”  I was afraid I was picking up a book that would describe how to corner people, how to make small talk and then how to move in for the kill. When I read the title of the first chapter, “Cleaning up the Chicken Meat,” I began to realize that just maybe I was jumping to conclusions.

Mr. Duncan’s book is not so much about how to close the deal in the sense that we would normally expect as it is how to build long-lasting relationships with your customers. Rather than lecture us on research findings and sales techniques, he uses short (usually two to three pages in length) stories to illustrate a skill or characteristic of a great salesperson. For example, in “Cleaning up the Chicken Meat,” Mr. Duncan shares his less-than-ideal experience in a new restaurant and how the incident was handled first by the waiter and then by the owner. The way in which the owner accepted responsibility for the failed service and took steps to correct the situation ended up turning the author into a loyal customer. Following each story is a short lesson summary that lays out for the reader the main point of the story. Mr. Duncan then includes a couple of short passages and sayings, intended to reinforce the concept and motivate you to implement it.

The book covers a wide range of topics. The short lessons include handling service recovery, having a servant heart, knowing your products, keeping your life in balance, delegating, and managing your time well. The information given, while limited, is pointed, easily understood, and easy to duplicate.

This book was written for salespersons, but I would recommend it for anyone involved in customer service. Most of the 23 tips can be used by anyone in any organization to improve their customer service skills. The book is short, less than 140 pages, light and compact. It would fit easily into a purse, briefcase or travel bag. I would recommend purchasing it and keeping it with you. Whenever you have a free minute, take that time to review a concept or reinforce a skill you are working on.  “Who Stole My Sale?” is a book that you will refer to over and over again.

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