According to a recent Gallup Poll, 93% of customer experiences are average or below average. Customer service is more difficult than ever before and customer expectations are at all-time highs.Customer service used to be easy. [...]
“We need to talk.” When you hear these words it means someone is going to break up with you. Researchers analyzed Facebook status updates and recognized a trend. People are more likely to split [...]
There is no nice way to say this, some customers lie. There, I’ve said it. The plain unvarnished truth—no sugar coating. Not all customers, just some. And these lies cover a broad range of topics: [...]
Why do we hear the term “back to the basics” so frequently? Because it works. Regardless of the arena, “back to basics” is in everyone’s playbook. In the military, recruits begin with basic training. Athletes [...]
Why do salespeople cut price? And they do according to our research: 58% of salespeople and their managers will cut price if the customer requests it. Here are six reasons why salespeople cut price. First, [...]
Your competition sells good stuff; you sell good stuff. Their service is acceptable; your service is acceptable. Their prices are competitive; your prices are competitive. In other words, the buyer looks at your package and [...]
WHAT IS VALUE-ADDED SELLING? Value-added selling is more than a book, a speaker, a seminar, or this year’s management theme. Since the publication of my first book in 1986, Value Added Selling Techniques, I’ve invested [...]
When it comes to price objections, your attitude and beliefs are greater obstacles than a low-ball price competitor. After training over one hundred thousand salespeople I’m convinced that how you perceive your selling price influences [...]
In value-added organizations, serving customers is a team sport. Some teams succeed while others fail. Successful teams offer value-added solutions that satisfy customer’s needs while contributing to their company’s bottom line. These companies offer team [...]
By Tom Reilly Doing business in tough times requires a tough attitude. Half of the battle is in your head, and the other half is on the streets. Customers will object to price—that’s what [...]