Customer Service

Every salesperson talks about “Closing the sale.” The best salespeople understand that before you can close the sale, you must open it.  “Opening” means using well designed and delivered questions…

“How do you create a perceived value to differentiate yourself from the competition when you are both selling a commodity?” That’s a question I’m often asked in my seminars. Here’s…

How much time should I spend entertaining my customers? Good question. The world of the field salesperson is changing rapidly these days, and everything is in question. The practice of…

That’s probably the question I’m asked more than any other. Frustrated CEOs and sales managers express that thought over and over, in one way or another. They harbor a feeling…

What’s gunk? Any practice that detracts from the salesperson spending time with customers. In other words, other things the outside salespeople do instead of meeting with customers. When we boil…

How do I sell to an account that is firmly in the hands of a competitor? In one form or another, I hear that question at almost every sales seminar…

Relationship Selling is the differentiation of you and your agency from your competitors – without considering price. Sales can be made on the basis of price. But relationships cannot be…

What is GOOD customer retention? If you consider the fact that some customers move, sell their business or die every year, a 95% retention rate or better is considered strong.…

Customer retention has been trending negatively for the last ten years. Customer retention in recent years has averaged 87% and, while a few percent retention loss doesn’t seem like much,…

Even in trying economic times, smart agents understand the critical need for feet on the street, bringing new clients to the agency on a regular basis. Only one of every…