Handling Customer’s Problems

In this MP3 Paul shares a practical strategy to use to help you deal efficiently with problems and issues raised by customers. Ideal for sales support people particularly when on the phone, customer service specialists, account managers handling existing client accounts and anyone who deals with customer issues. Inside the MP3 are lots of little tips and ideas that can help you improve this vital area immediately with some specifics tactics to adopt when pacifying the odd irate customer plus how to give bad news, not everyone’s favourite sport. Handling…

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Beware of speaker phones

Be careful of speaker phones or hands-free mobile phones as they might be giving your customer the wrong message. This afternoon I was sitting in Starbucks enjoying a double espresso and the guy on the next table was using his mobile phone with his speaker enabled. I appreciate that mobile phones are supposed to give us all radiation poisoning if we press them to our ear, but the information he was giving his customer was terribly public. He didn’t seem to mind bless him, but I bet the customers did,…

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How to tighten up your test closes to get commitment earlier

Test closes are brilliant ways of testing the water with your customers. We all use them probably without even knowing it as it’s something you always hear top performing salespeople doing. Tell me the difference between these four test closes: How do you feel so far? How does it look to you so far? What are you saying to yourself so far? What are you hearing so far? They all attempt to do the same thing, in other words, test the customers’ views and thoughts so you can continue with…

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