'Weathering the Storm' was voted by you as the number 9 Sales Trend for 2010. While there have been ups and downs in the business world, over the last 20+…
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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…
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Up until 20 years ago, a key function of a sales manager's role was the regular training of their sales people. What did this look like? Well, something like this:…
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As you know, I am an advocate for the philosophy that 'everybody lives by selling something' and that people buy from people they trust. At its best, selling is about…
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Through the looking glass was voted by you as the number 8 Sales Trend for 2010. Many sales people are tired of being told that they need to sell like…
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I recently had the opportunity to MC and attend the "Optimising the Sales Force Conference - OSF2010 (website delete)" which was the follow up to the inaugural OSF2009. Building on…
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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…
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"Courage doesn't always roar. Sometimes courage is the little voice at the end of the day that says 'I'll try again tomorrow'." This quote more often than not reflects my…
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As the saying goes, "If you can't take the heat get out of the kitchen". Once again MasterChef has served up some great life lessons. Last year I wrote about…
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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,…
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