Customer Service

How can I get greater productivity out of my salespeople? In one form or another, that’s a question every owner and sales manager ponders regularly. As a sales trainer and…

The “TiVo” phenomenon is just the tip of the iceberg when it comes to consumer-centric product and service marketing. This change, most noticeable in television advertising, is in itself a…

Why do the unsuccessful marketers constantly seek the ‘Holy Grail” of sales and marketing when the answer has always been well within reach? I assume that the fads in the…

Most insurance agencies would like to be driven by a regular flow of new business from their producer force. However, most agencies find that their producers spend most of their…

Sales manager is an incredibly important and difficult job. Unfortunately, it is often the most under-trained job in the entire organization. Instead of providing information on the best practices and…

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…