Seldom Considered Reasons Why Sales and Customer Service Training Fails
Regardless of what your business sells, training to maximize performance in sales, and customer service should be an important piece of your success plan. Unfortunately, countless companies waste vast amounts of time and dollars on training that doesn’t produce the desired gains and ultimately fails. There are a variety of reasons why sales/customer service training
Avoid Customer Disservice
A customer’s opinion isn’t just formed on what you do, but what you don’t do.
Enthusiasts Drive Your Business
Improve customer loyalty and generate more referrals with enthusiastic customers
The Truth About the ‘Born Salesmen’
No doubt you’ve heard someone referred to as “a born salesman,” but is this old adage true?
Maximizing Moments of Truth
Focus on impression-forming moments for customer loyalty and increased profits
Training: If You Can’t Measure it, You Can’t Manage it!
The best way to measure the effectiveness of sales/service employees and training on a day-to-day basis is to monitor and manage activity at the point-of-sale.
Using a SWOT Analysis to Improve Customer Service Performance
As I train all my Pinnacle Performance clients, effectively improving an organization’s customer service effort should begin with an honest evaluation of the organization’s current performance to establish a baseline from which improvements can be addressed. One of the best ways to do this is to perform a customer service SWOT analysis to gain a
Top 3 Reasons Why Phone Skills Training is Most Important in Sales
As a professional sales/customer service trainer, I work with many businesses that sell (or have opportunities to sell) both face-to-face and on the phone. Of course, from a development perspective, both of these point-of-sale areas need to be addressed with effective methodology and process institutionalized to maximize selling opportunities. But what area is more
Winning & Losing: Part 2
Manage customer complaint damage by putting a defined, proactive process into place.
It’s What You Learn After You Know It All That Counts
Time marches on and with it we have arrived at the next John Wooden Maxim: It’s what you learn after you know it all that counts. This popular Wooden maxim is the first quote I reference with new trainees. While select students are novice, inexperienced lads and ladies, most folks enter training with at least
Jack Welch’s Six Deadly Sins of Leadership
As my Pinnacle Performance pupils well know, there are many elements that make up an effective “Winning Team” culture. Of these, the most important is effective leadership that leads by example, supports and manages effective team member behaviors, and drives morale and motivation. For a reverse perspective, below is an excellent article from Jack and
Winning and Losing with Customer Complaints: Part 1
Learn how customer complaints and problems can affect your tire/auto service business, as well as effective behaviors your staff should execute when confronted with these situations.