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Few things have as broad an effect on your life and career as the ability to negotiate well. The art of negotiation has become an essential element of almost all our interactions …
An invaluable resource that helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.Loyal customers are the beating heart of every …
Even skilled salespeople buckle in tough selling situationsgetting defensive with prospects who challenge them on price or too quickly caving to discount pressure. These …
Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service …
Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the …
"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, …
Emotional intelligence plays a vital role at every stage of the sales process. It’s easy to get defensive when prospects challenge you on price or to quickly cave and offer …
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as …
Faster sales pitches won't lead to faster sales. The key to speeding up the sales process is to actually slow down and get in sync with your customer's buying process.The biggest …