Who is really listening? Genuinely, sincerely and honestly listening? I’m noticing a lot more telling and a lot less listening lately. You o…
Who is really listening? Genuinely, sincerely and honestly listening? I’m noticing a lot more telling and a lot less listening lately. You o…
‘Weathering the Storm’ was voted by you as the number nine Sales Trend for 2010. While there have been ups and downs in the business world, …
I propose that customer service is an assertive act, a proactive role that has an incredible impact on the attraction and retention of custo…
Up until 20 years ago, a key function of a sales manager’s role was the regular training of their sales people. What did this look like? Wel…
As you know, I am an advocate for the philosophy that ‘everybody lives by selling something’ and that people buy from people they trust. At …
Through the looking glass was voted by you as the number eight Sales Trend for 2010. Many sales people are tired of being told that th…
I recently had the opportunity to MC and attend the Optimising the Sales Force Conference 2010. Building on last year’s success, this year’s…
Delighting customers does not build loyalty. Reducing customers’ effort does. These were the findings from a large customer service surve…
“Courage doesn’t always roar. Sometimes courage is the little voice at the end of the day that says ‘I’ll try again tomorrow’.” This qu…
As the saying goes, “If you can’t take the heat get out of the kitchen”. Once again MasterChef has served up some great life less…
What’s in a name? Well, there seems to be some confusion in the market place around the terminology used to describe those people who pay us…
Hundreds of thousands, if not millions of sales people around the world use sales scripts. Used properly, sales scripts act as scaffolding o…
