How To Deliver Bad News To Your Customer
Salespeople hate to deliver bad news. I mean – really hate it. Of course, no one wants to be the bad guy when it comes to customers, but salespeople especially …
Customer Service
Selling Means Never Having To Say I’m Sorry: How to Apologize
Capitulation is a really fun word to say, but it is not so fun to do. That’s often what an apology is; a surrender to the blame. That’s what we’re …
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Can You Handle This, Or Is Time To Call The Boss?
Do you ever look at your boss or supervisor as your messiah when you feel in over your head with a customer issue? It’s like they have all the answers …
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Texting An Angry Customer: Customer Communication Etiquette
I remember when there was a time when the only option to talk remotely with customers was with the telephone, and nothing makes me feel older than when I use …
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The Customer Is Really Mad! Now What? (The Intensity Reduction Method)
Today was supposed to be an easy day. You’re caught up on most of your work and if all goes well, you might even get to duck out of the …
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LEROY’S Method Of Managing Difficult Customers
Most of us know the legend of Leroy Brown from that old familiar tune. He was badder than this and meaner than that and quite possibly the last person you …
A Customer Escalation Policy for Salespeople
One of the biggest challenges for a salesperson is having a company, team, and process that backs up the promises they make. Sooner or later as a salesperson you will …
Identifying Good, and Not So Good Customers Using The Challenge Chart
Did you ever wonder why solving one problem for one customer while solving the same problem for a different customer can be a completely different experience? For example, one customer …
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Selling To The 5 Types of Challenging Customers
Did you ever have that one customer? You know the one that I mean. When their name appears you know that it’s going to take a little extra time, …