Subjected to marketing and sales monologues for the better part of 40 years in the form of blanket advertising, product brochures and ‘your call is important to us’ busy signals,…
I propose that customer service is an assertive act, a proactive role that has an incredible impact on the attraction and retention of customers. It represents the ‘front door’, the…
Delighting customers does not build loyalty. Reducing customers’ effort does. These were the findings from a large customer service survey conducted by the Customer Contact Council (CCC), and featured in…
What’s in a name? Well, there seems to be some confusion in the market place around the terminology used to describe those people who pay us money for goods, services,…
Hundreds of thousands, if not millions of sales people around the world use sales scripts. Used properly, sales scripts act as scaffolding or bridgework to earn us the right to…
The New Competition was voted by you as the number 7 Sales Trend for 2010. Over the coming years, we will see collaboration become the new competition. Markets around the…
Many sales people will tell you one of the biggest worries in sales, besides prospecting, is dealing with customer objections. Its true many people do not like dealing with objections…
What’s happened to having a pleasant, hassle free customer experience in this country? We are hearing more and more war stories from customers. Some go to buy something and are…
Style adaptability is where a person can read another person’s preferred communication style and adjusts their own communication style to that of the other person, thus making shared communication and…
Run a mental checklist over your client base right now. Who fits into the ‘good’ client list and who falls into the ‘bad’ client list? It all really depends on…
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