Customer Service Defined Customer service is produced at the instant of contact; it cannot be created in advance or held in reserve for readiness at a later date. Customer service cannot be centrally produced, inspected, stockpiled or warehoused. It is usually delivered wherever the customer is, by people who are beyond the immediate influence of […]
How To Overcome Discouragement What problem or problems are you experiencing right now? Don’t throw in the towel. Below are three ways to overcome discouragement. First, find a better way. When you get discouraged, don’t give up on your goals. Instead, devise a new approach. Don’t just dwell on the problem, think about the solution. […]
How To Negotiate Well, Part 2 Below is an excerpt from Part 2 of “How to Negotiate Well” that is in my Daily Devotional. To negotiate well you should do these three things: Talk to God before you talk to others. Involve Him in all of your decisions. Think long-term. When someone feels burned in […]
How To Negotiate Well, Part 1 “There is…a time for every purpose under heaven.” Ecc 3:1 NKJV The first thing I do every morning is read my Daily Devotional. Recently, I was pleasantly surprised for two days in a row to read about “How to Negotiate Well” so I thought I would share it with […]
The Doubt Close This is a great closing technique to use when the customer is expressing doubt about their purchase. The Doubt Close works by pre-empting their doubting thoughts. If you echo these thoughts, it saves them from having to think the same thoughts. When they accept these, they will begin to trust you and […]
Territory and Time Management Strategies, Part 1 Territory/Business Management Know where your business is and is not Develop a written plan to sustain current business Follow your plan Develop a written plan on new business development Follow your plan Strive for completion rather than perfection Whittle while you work (Multi-tasking) Develop your own personal formula […]
Invisible Language, Part 3: What To Do If You Have To Correct Someone I want to thank Tim Dimoff, President of SACS Consulting, for emailing me the information on Invisible Language. In Parts 1 and 2, we focused on what not to say. Invisible Language Part 3 tells us the proper way to respond when […]
Invisible Language, Part 1: “Actually” In this “Invisible Language” mini-series, I’ll discuss words/phrases that should be avoided when speaking with customers. They are almost always unnecessary and only serve to belittle the listener (in our case, customers/clients). “Actually” is the most common culprit, and it’s something we are all guilty of saying from time to […]
Pre-Call Planning We have all heard the saying “When you fail to plan then plan to fail.” This also applies to how well you prepare for your Sales Call. Use the six pre-planning steps listed below as a checklist to determine how prepared you really are for the appointment. Research Your Prospect Know the Prospect’s […]
Your Outcome Can Be Determined By Your Outlook! Have you ever heard of the Self-Fulling Prophecy? It refers to the socio-psychological phenomenon where someone “predicts” or expects something, and this “prediction” or expectation comes true simply because one believes it will. This happens because their resulting behaviors align to fulfill those beliefs. This suggests that […]
