Category Archives: Customer Service

2014 Sales Trend 2 – Telesales will have to make dramatic changes


The second Sales Trend for 2014  is ‘Telesales will have to make dramatic changes’. In-bound and out-bound telesales and call centre operations have traditionally focused on the uncomplicated sale of easy-to-understand commodities and the service support of relatively simple customer issues. Now, with the increasing demands of more sophisticated buyers they are going to have […]

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The problem with noisy call centres


If you look up ‘Noisy Call Centres’ on the web you will find a lot of information about the welfare of call centre staff. Often working in open plan office environments side by side, with many people speaking at once, ringing phones, office equipment hum and in some cases loud music in the background, you […]

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Tips for using email and web leads effectively in sales


Sales can be made in several ways: face-to-face, over the phone, web-based, direct mail or via e-mail.  With the plethora of internet businesses now transacting sales online you’d be forgiven for thinking that you could dispense with sales people all together but in many instances you would be incorrect.  There are very few businesses that […]

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How many clients and sales are you losing out the back door?


Are you aware that it is six (6) times more expensive to acquire a new client than it is to retain an existing client? Keeping clients onboard and engaged with your business is just as important as your sales team finding new business sales with new and existing clients, however many businesses do not pay […]

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First, people buy the salesperson


Here’s a simple reality… Prospects and customers buy the salesperson first during every sales call – or they don’t buy at all. In any major sale, especially Business-to-Business (B2B) or complex Business-to-Consumer sales, the prospect or customer makes a predictable series of buying decisions that lead to a final purchasing decision. The first and perhaps […]

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Hey Retailers – stop whinging and start caring!

brick vs mortar

Over the past few months there has been a plethora of editorial regarding the decline in retail sales. Amongst other things, an argument being put forward by traditional retailers for these poor sales numbers is the unfair advantage Internet traders have because many don’t have to charge GST for products under $1,000. This, claim the […]

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What customers really want from their suppliers


Most salespeople will be quick to tell you that their customers say what they care most about is product and price. It goes further. When salespeople lose out on a deal the first thing they tell management is that the product quality wasn’t up to scratch or the price was too high. Yet the studies […]

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Delivering “good service” isn’t enough!


I was impressed by a brief, but excellent ABC News Video on the impact of social media on a business’ reputation and brand, especially when things go wrong and that to reduce or eliminate any negative publicity issues to begin with starts with something rather old fashioned – delivering Service. This got me musing about […]

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Solution Selling Isn’t as Dead as Some People Thought!


Once upon a time, a long, long time ago, salespeople had a clearly defined role. They called on prospective customers, asked a lot of questions in an attempt to understand their customer’s needs, and in many instances they inadvertently helped their customers crystalise their thinking and clarify their needs. At that time salespeople controlled the […]

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Customer Satisfaction & Retention Booster


It is five to ten times easier to keep a customer we have than to get a new one – so taking customer satisfaction and retention seriously should be serious business. We already have the most powerful marketing tool to boost customer satisfaction and increase customer retention, as well as improve employee morale and develop […]

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