Download or read book How to Turn Customer Service Into Customer Sales written by Bernard Katz and published by N T C Business Books. This book was released on 1994-09 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book How to Sell Anything to Anybody written by Joe Girard and published by Simon and Schuster. This book was released on 2006-02-07 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Joe Girard was an example of a young man with perseverance and determination. Joe began his working career as a shoeshine boy. He moved on to be a newsboy for the Detroit Free Press at nine years old, then a dishwasher, a delivery boy, stove assembler, and home building contractor. He was thrown out of high school, fired from more than forty jobs, and lasted only ninety-seven days in the U.S. Army. Some said that Joe was doomed for failure. He proved them wrong. When Joe started his job as a salesman with a Chevrolet agency in Eastpointe, Michigan, he finally found his niche. Before leaving Chevrolet, Joe sold enough cars to put him in the Guinness Book of World Records as 'the world's greatest salesman' for twelve consecutive years. Here, he shares his winning techniques in this step-by-step book, including how to: o Read a customer like a book and keep that customer for life o Convince people reluctant to buy by selling them the right way o Develop priceless information from a two-minute phone call o Make word-of-mouth your most successful tool Informative, entertaining, and inspiring, HOW TO SELL ANYTHING TO ANYBODY is a timeless classic and an indispensable tool for anyone new to the sales market.
Download or read book 42 Rules to Turn Prospects Into Customers written by Meridith Elliott Powell and published by Happy About. This book was released on 2010 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: The economy is changing. Trust and value have become the new Return on Investment (ROI). Consumers are the new drivers of the market; they are in control of where, when, how and from whom they buy. To succeed in this economy you need to do it all - build relationships, establish trust and value, maximize efficiency and generate bottom line results. In her new book, 42 Rules To Turn your Prospects into Customers, Meridith Elliott Powell draws on her 20-plus years in sales to give you a practical step-by-step guide on how to find the right prospects, build profitable relationships, close more sales and turn your customers into champions for your business. Through her experience, research and interviews with sales professionals, clients and executives, Powell has gathered valuable information that will help you navigate this change, get ahead of the curve, and succeed. For sales people, business owners, and executives who need to know how to identify the right prospects; build quality relationships, and maximize their sales efforts, this book provides solid, actionable answers. The rules can be learned quickly and implemented immediately so you and your teams can develop your most critical skill - striking the balance between relationships and results. Powell answers these questions and more: How can I make sure my networking efforts are setting me up for sales success? How do I maximize my time and minimize my expenses? How do I handle the stress of producing and meeting sales goals? How do I get my customers to buy my best and most valuable products or services? How do I standout from the competition? Powell, a life-long student of sales and the sales process, is passionate about helping her clients succeed. Her experience, dedication to research and her desire to listen and learn from the ultimate teacher - our customers - ensure readers gain first hand knowledge of how to Turn Prospects into Customers.
Download or read book How to turn customer objections into sales opportunities written by Digital World and published by Digital World. This book was released on 2024-07-05 with total page 73 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tired of mediocre sales results? Wanting to turn your business into a magnet for loyal customers? In this series of practical and revealing ebooks, you will have access to an arsenal of advanced strategies and techniques to boost your sales to new heights and build lasting relationships with your customers. Throughout the series, you will: Unlock the secrets of consumer psychology: Understand the motivations and triggers that drive purchasing decisions and learn how to create irresistible messages that convert leads into loyal customers. Master foolproof prospecting techniques: Discover how to find your ideal customers, even in competitive markets, and build a solid foundation of qualified leads. Improve your communication skills: Learn to communicate with clarity, persuasion and empathy, creating genuine connections with your customers and building the trust necessary to close sales. Monetize your knowledge and skills: Transform yourself into a sales expert and explore lucrative opportunities to offer your services as a consultant or mentor. Each ebook in the series offers: Practical, actionable content: Proven tips and strategies you can immediately implement in your business. Real examples and case studies: Learn from the experiences of successful salespeople and replicate their results. Valuable tools and resources: Templates, checklists and scripts to help you implement strategies. Personalized guidance: Access to an exclusive group to answer questions and receive personalized support. Whether you are a beginner or an experienced seller, this ebook series is the key to your success. Invest in your future and become a sales master! Secure your complete series today and take the first step towards mastering the art of selling and building customer loyalty!
Download or read book At Your Service written by Frank Eliason and published by John Wiley & Sons. This book was released on 2012-04-24 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by AudioInk. This book was released on 2011-09-22 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.
Download or read book Together is Better written by Simon Sinek and published by Penguin UK. This book was released on 2016-09-13 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most of us live our lives by accident - we live as it happens. Fulfilment comes when we live our lives on purpose. 'What are you going to do with your life? What are you doing with your life now?' 'Do you have goals? A vision? A clear sense of why you do what you do?' Almost everyone knows someone who has grappled with at least one of these questions. The answers can often seem elusive or uncertain. Though there are many paths to follow into the unknown future, there is one way that dramatically increases the chances we will enjoy the journey. To travel with someone we trust. We can try to build a successful career or a happy life alone, but why would we? Together is better. This unique and delightful little book makes the point that together is better in a quite unexpected way. Simon Sinek, bestselling author of Start With Why and Leaders Eat Last, blends the wisdom he has gathered from around the world with a heartwarming, richly illustrated original fable. Working hard for something we don't care about is called stress. Working hard for something we love is called passion.
Download or read book Never Lose a Customer Again written by Joey Coleman and published by Penguin. This book was released on 2018-04-03 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
Download or read book Invisible Profits written by Robert Moment and published by Christian Books. This book was released on 2007-09 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who will benefit from this customer service book Invisible Profits: The Power of Exceptional Customer Service. Everyone who has any interaction with potential customers and clients and existing customers and clients will benefit from this valuable customer service book. In this complete guide to exceptional customer service you will learn: (a) How to know exactly what your customer expects - and how to give it to them every time. (b) How exceptional customer service generates exceptional profits- and how to train this concept to your customer service team (c) How to create a positive work environment that benefits customers and employees and generates profits (d) How to manage stressful situations more effectively- you'll even learn how to deal with difficult coworkers ! (e) How to recognize customers' signs and behaviors so that you can meet their needs before they even know what they are. (f) Key tactics that will instantly calm emotional customers so you can solve their problems productively. Customers leave happy and become lifelong, loyal purchasers. Here are just some employment positions within corporations and small businesses that will benefit from this book: customer service representatives, billing specialists, call centers, service professionals, service professional firms, retail stores, field service representatives, account managers, sales professionals, small business owners, technical and support personnel and managers who want customer service training in order to reinforce their skills and train their staff.
Download or read book SPIN Selling written by Neil Rackham and published by Taylor & Francis. This book was released on 2020-04-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.
Download or read book Sticky Customer Service written by Peter Lyle DeHaan and published by Peter DeHaan Publishing Inc. This book was released on 2021-06-17 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you lose customers about as fast as you gain them?= It doesn't have to be that way. Customer service isn't a once-and-done effort. It takes ongoing work to truly meet your customers' expectations. In Sticky Customer Service, unearth practical, action-oriented insights to help you turn customer service from an embarrassing weakness into a business strength. With over three decades of business and entrepreneurial experience, Peter Lyle DeHaan, PhD, offers his prescriptions to serve customers better and stop driving them away. You'll discover: - The three key areas where customer service occurs and why they must work together. - How to avoid common errors that too many businesses make. - Why delighting customers is not the best approach and sets up future failure. Based on a lifetime of real-world examples, Sticky Customer Service reveals customer service gone wrong and customer service done well. Customer service is not a set-it-and-forget-it initiative. Never lose sight of this. Sticky Customer Service will keep you moving forward and on track. Uncover helpful customer service tips through this compelling read, encouraging you to do better and celebrating what you do best. Learn how to meet your customers' expectations every chance you get. Get Sticky Customer Service and turn customer retention into a strength.
Download or read book How to Turn Customer Service Into Costumer Sales written by Bernard Katz and published by . This book was released on 1987 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Download or read book The Challenger Sale written by Matthew Dixon and published by Penguin. This book was released on 2011-11-10 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.
Download or read book Customers for Keeps written by Lois K. Geller and published by Adams Media Corporation. This book was released on 2002 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's retail marketplace is a vast sea of products, services, and wannabe brands. But even the catchiest slogans and biggest selections won't capture the buyer's loyalty if they don't establish a personal "connection." And there's no closer connection than friendship. Author and entrepreneur Lois K. Geller has found a surefire way to raise your brand above the others. Her philosophy - so simple and yet so powerful - is Friendship Branding. While working with clients such as American Express, Weight Watchers, and Columbia House, Geller found that creating a warm, long-term relationship with customers brought unprecedented sales and long-term brand loyalty. She also discovered that customers prefer the brand that reflects the qualities of a good friend: reliability, humor, honesty, charisma. Customers for Keeps reveals the eight stages of Friendship Branding that will put your company on your customers' "most wanted" list. 1. Wear a human face. 2. Maximize your initial impact. 3. Bond with customers by establishing mutual needs. 4. Listen to your customers via new channels. 5. Win trust by apprising customers of the latest brand developments - good and bad 6. Set your customers at ease. 7. Commit to customers. 8. Sustain your friendships. Customers for Keeps will show you how to: -Create and maintain a memorable, effective brand - no matter how large or small the company -Redefine a brand as an experience, rather than an image -Relate to customers as one would a best friend, using the principles and "rituals" of friendship -Inspire trust, respect, and loyalty in customers -Repair "broken" relationships sothat they are stronger than ever -And more! This groundbreaking work tears down the old definition of branding. Instead of simply creating a physical image or mental association of a product or service in the customer's mind, companies can now brand themselves in such a way so they are thought of as trusted friends. Remember, every customer worth getting is worth keeping. Customers for Keeps shows you why a friendship between customer and company is not only preferable in today's marketplace - it's vital.
Download or read book The New Rules of Sales and Service written by David Meerman Scott and published by John Wiley & Sons. This book was released on 2016-06-27 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'—there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost. The New Rules of Sales and Service demystifies the new digital commercial landscape and shows you how to stay ahead of the pack. Companies large and small are revolutionizing the way business gets done, and this book takes you inside the new methods and strategies that are critical to success in the modern market. Real-world examples illustrate the new marketplace in action, and demonstrate the brilliant utility of taking a new look at your customer and your business. This new edition has been updated to reflect the current reality of this rapidly-evolving sphere, with fresh strategies, new tools, and new stories. Whether you're an independent contractor, a multi-national corporation, a start-up, or a nonprofit, this book is your essential guide to navigating the new digital marketplace. David Meerman Scott provides up-to-the-minute analysis of the current state of the digital commercial landscape, plus expert guidance toward the concepts, strategies, and tools that every business needs now. Among the topics covered in detail: Why the old rules of sales and service no longer work in an always-on world The new sales cycle and how informative Web content drives the buying process Providing agile, real-time sales and service 24/7 without letting it rule your life The importance of defining and understanding the buyer personas How agile customer service retains existing clients and expands new business Why content-rich websites motivate interest, establish authority, and drive sales How social media is transforming the role of salesperson into valued consultant Because buyers are better informed, and come armed with more choices and opportunities than ever before, everything about sales has changed. Salespeople must adapt because the digital economy has turned the old model on its head, and those who don't keep up will be left behind. The New Rules of Sales and Service is required reading for anyone wanting to stay ahead of the game and grow business now.
Download or read book Who s Your Gladys written by Marilyn Suttle and published by Createspace Independent Publishing Platform. This book was released on 2013-04-13 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. One who let's just say it can be difficult. Yet how is it that some businesses prove able not only to satisfy their 'Gladys', but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, "Who's Your Gladys?" reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. EDITORIAL REVIEWS: From Publishers Weekly:"When times are tough, argue entrepreneur Suttle and manager Vest, it's the companies with exceptional customer service that survive. The eponymous Gladys represents the company's hypothetical most challenging client-the one who requires a high level of skill to manage. Using the stories of 10 diverse companies-the Canfield Training Group (of Chicken Soup for the Soul fame), Singapore Airlines, a polyethylene piping product supplier, a spa, an eyeglass distributor and a medical center among them-the authors show companies how to win over Gladys, develop strong client relationships and deliver the superior service that will help them through an economic crisis. It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service. "It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service." --Publishers Weekly From Corp! Magazine, Detroit, MI:"This is a fast-paced and readable book on customer relationship building. The authors are effective communicators on the subject, and the real-life stories make for a solid book on the topic." --Corp! Magazine From Accounting Today:"[Who's Your Gladys?] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." --Accounting Today Selected by Customer Service Newsletter as one of the best customer service books of 2009: "Who's Your Gladys? offers not only a detailed look at how customer service works at several successful companies, it provides a convenient blueprint for how to examine and benchmark your own customer service operations."
