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Customer Experience Is The New Brand

Customer Experience Is The New Brand

The race to own customer experience is on! Companies are recognizing the importance of delivering an experience that makes them stand out from their competition. Some are learning the hard way. Last year United Airlines had a brand crisis, in which $1.4 billion in value was wiped out overnight when a passenger’s experience went viral on social media. And, you may not have heard about Juicero, but it fell victim to brand crisis when it was discovered the proprietary juice packets needed for…

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4 Steps to Overcoming Sales Objections

4 Steps to Overcoming Sales Objections

The word “no” can be a tough pill to swallow. In selling, when you’re trying to meet a quota, squeeze in an extra deal before the end of the quarter, or get your bonus, the word “no” is too often interpreted as a sign to run for the hills when, in fact, it should be the exact opposite. A sales objection is an explicit expression by a buyer that a barrier exists between the current situation and what needs to…

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Customer Service on the Service Drive

Customer Service on the Service Drive

We have a cat. She lives largely indoors. But, every once in a while, a forgetful granddaughter leaves the door open and the kitty cat escapes. She generally returns with something in her mouth, eager to get back into the house to show off her skills. We tell our granddaughters she got a chance to be a “real kitty.” Customers long to be served by “a real kitty.” Scripts, protocols, rules, and regulations often keep front-line service people in a…

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Permanent Impressions

Permanent Impressions

Very seldom do you come across someone in sales who will consciously work on their brand, for the short-term remembrance or long-term benefit. Tapping into that natural drive—to be remembered—is key for a successful sales or customer service career. No two people are exactly the same, and no two people ever will be. Knowing that you are a one-of-a-kind is very empowering. Perhaps it motivates you to become well known and recognized for all the things that make you who…

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Handling Price Objections

Handling Price Objections

  Handling Price Objections By:Dave Anderson How do you handle price objections? If you’re bereft of ideas in this arena, your only tool to handle price objections will be to lower the price. When you make your living on commission, dropping the price is an expensive way to overcome objections. Yet, salespeople choose this strategy time after time, almost reflexively. However, there is a more effective and profitable alternative: justifying the price.   1. Justification Rule #1: The more you differentiate your…

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Why Learning to Think “We” Not “Me” Can Help Lead You to Ultimate Success

Why Learning to Think “We” Not “Me” Can Help Lead You to Ultimate Success

  In business, education, sports, even family life, we are encouraged and rewarded to compete: land the biggest account, reach the top of the bell curve, score the most points, or outperform our siblings. This competitive environment can inadvertently encourage two opposing mindsets. The first mindset is win-lose: if you get more, that means I get less—so I better get my share first. You think only of yourself and may attempt to win at the expense of others. While you…

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The Most Important Part of Your Sales Phone Conversation May Not Be What You Think

The Most Important Part of Your Sales Phone Conversation May Not Be What You Think

  Words can only say so much – it is the way in which your words are spoken that matter, especially over the phone. The tone of someone’s voice tells us a lot about them. For example, we can tell if they are having a good day or a bad day and if they are annoyed or happy to be a part of the conversation. More or less, we all do this type of assessment on a daily Words can…

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