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    Features

    ‘No’ Is Okay, ‘Think It Over’ Is Deadly!
    Learn how a ‘no’ helps build credibility

    What’s The Most Powerful Customer Care Skill?
    It is remembering your customers’ names!

    How Happy Workers Make Happy Customers
    A guide to retain employees and customers

    Anatomy Of A Lost Sale
    A case study By Sharon Drew Morgen



    July 2016 Sales and Service Excellence Articles

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      8
    Dated: 07-15-2016

    Editor's Note

    Good presentation skills are critical to every sales person's success. However, many a times,  even the best sales person give bad sales presentations! Ever wondered why? The secret to good sales is about communicating your message with clarity and persuasion. Whether your audience is a single person in a meeting or 100 in an auditorium, sales presentations are your chance to set your relationship with your clients.

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      8
    Dated: 07-13-2016

    10 Biggest Sales Presentation Mistakes: Learn how to avoid them

    Like Hollywood actors, sales professionals put themselves and their companies on the line with every word — taking a risk in the hope of a favorable outcome. Just like actors, even the best, most experienced salesperson benefits from script review, rehearsal, and coaching.

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      8
    Dated: 07-13-2016

    Sales and Service Excellence July 2016 Advertisers



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      8
    Dated: 07-13-2016

    ‘No’ Is Okay, ‘Think It Over’ Is Deadly!

    ​In his own selling career, much of which involved door-to-door selling, David Sandler learned quickly that one of the major barri­ers to success was the TIO or “think it over” response. Even if the prospect had an urgent problem, money to spend, and the author­ity to make a decision, he still might say something like, “You are the first person I’ve spoken to,” or “I just want to digest this and give it some thought before making a decision.”

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      8
    Dated: 07-13-2016

    What’s The Most Powerful Customer Care Skill?: Customers love hearing their name

    What’s the sweetest sound that you can hear? According to recent research studying brain activation, the answer is… “Your Name”. A person’s name is a precious possession. Remembering a name represents a simple, but powerful customer care skill that people notice and appreciate.

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      8
    Dated: 07-13-2016

    How Happy Workers Make Happy Customers: A guide to retain employees and customers

    Too often, companies focus mostly on external factors such as customer acquisition and retention. This imbalance between internal and external strategies prevents companies from seeing an important link: customer experience actually begins with worker experience.

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      8
    Dated: 07-13-2016

    Anatomy Of A Lost Sale: A case study

    ​I’ve been writing a lot lately about how we lose sales and forego success because we enter and conduct conversations through our biases and assumptions. Here is a recent dialogue with a potential partner that gives a terrific example of possibility lost.

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      8
    Dated: 07-13-2016

    Marketing Funnels: What's the secret sauce?

    Marketing funnels are an extremely important component of any successful business. After all, marketing funnels are the very processes that take prospects from shoppers to buyers. However, how do you successfully build a marketing funnel online to sell your product or service without actually looking like you're selling anything?

    $authorProfileLink
      8
    Dated: 07-13-2016

    Question Is Key: The ultimate power of a question

    ​Focus, focus, focus. That’s the phrase that I find myself repeating constantly in every sales seminar that I present. I believe focus is the greatest challenge for sales people today, and the greatest single solution to their challenges. There are so many demands on our time, so many tasks calling for our attention, and so many opportunities available to us that we can easily become scattered and dissipated.

    $authorProfileLink
      8
    Dated: 07-13-2016

    Brand Strategy: A constant in a world of change!

    What is a brand, and why do brands matter? What is brand equity or a brand franchise? And how do you measure and manage brand equity to maximize profits over the long term? Let’s first explore the notion of a brand and speculate about its origins.

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