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8
Dated: 10-06-2014
While even the word ‘negotiation’ can evoke fear, stress and anxiety for many, the intent is quite simple; to discuss and ultimately agree on a deal. Whether it’s a multimillion dollar contract or just deciding where to meet for lunch, life is rife with negotiations. And, the negotiation process is a lot like a chess game where strategy reigns supreme -- one thoughtfully considered move at a time. Make a careless, short-sighted, and ill-conceived move and suffer the perilous consequences.
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8
Dated: 10-03-2014
Success. For some people it just seems to come naturally. Intuitively, these individuals plan better and communicate more effectively. Instinctively, they identify opportunities that others miss, striking when the iron is the hottest and reaching their goals in record time. But chances are these impressive achievements have little to do with inborn abilities. What truly sets these top performers apart is the ability to seek, see, seize and leverage vast number of opportunities surrounding them at any given time.
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8
Dated: 09-23-2014
I don’t know about you, but it’s not often that I meet an effective sales person.It isn't the buyer's fault. Buyers, guess what, generally want to buy. And they can even buy without being tiresome or difficult if they are helped to buy rather than sold to. What's the difference?
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8
Dated: 10-01-2014
There are rules for a reason: they work for most people most of the time. Often scientific evidence backs them up. However, as with almost any other endeavor in society that doesn’t involve criminal activity, rules can sometime be broken -- or at least bent -- without the world coming to an end.
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8
Dated: 09-23-2014
There are plenty of places to rent tools and equipment in any town, anywhere. When people need to rent a post-hole auger or a trencher, many go to the local, family-owned equipment rental shop -- because of the experience. It is not a sparkling clean place. In fact, it looks a bit like a glorified tool shed, with all the grease and dust one might expect. They haven’t built their business and retained their customers for decades because of the décor; their regulars return because of the staff-customer relationship that makes renting at their business an enjoyable, and personal experience. They appreciate that when they walk through those dusty doors, the employees know their name and their needs.
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8
Dated: 10-07-2014
As he approached the podium, Taylor could feel his face begin to redden and perspiration building on his palms. He mentally recited his opening line with each step to center-stage, hoping above all else that he would not stumble over his words, or worse, draw a complete blank.
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8
Dated: 09-23-2014
His eyes were narrow and bloodshot from staying out late and partying too heavily the previous night. A two-day old stubble framed his face. He was wearing a dark colored tee-shirt, which he hadn't tucked in, a pair of jeans, and scuffed loafers which had probably never seen shoe polish. It was the second day of my Sales Academy seminar, and this participant in the program was complaining to the group that his customers were only interested in low price.
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8
Dated: 10-07-2014
Put a Baby Boomer and a Millennial in the same room, and you’re likely to notice differences -- from their shopping preferences to their methods of communications. After all, Millennials reached young adulthood around the year 2000, while Boomers were born between 1946 and 1964. There are bound to be differences. How do you ensure that these generational variances don’t get in the way of good customer service? Read on.
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8
Dated: 10-08-2014
The face of field service has changed drastically from the traditional model. Once upon a time, when a company received a service call, a receptionist scheduled the field technician who arrived within an agreed upon window of time, fixed the problem, and moved on to the next job. This technician retained a remarkable depth of knowledge for a specific product line and could fix almost any problem on the spot.
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8
Dated: 10-07-2014
You’ve probably heard the maxim ‘think like your customer’ in both marketing and service contexts; however the phrase takes on new meaning when psychological research is applied to how organizations communicate with their customers. But companies can (and should) take advantage of this research to improve customer experience, explains Stephen M. Kosslyn, former chair of the psychology department at Harvard University and founding dean at the Minerva Project. Here, we speak with Kosslyn about how psychological research can be applied to improve the way service professionals communicate with customers:
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