Training Case Study – Training with a Twist of Humor At RMH Teleservices one of the distinguishing differentiators of our call center company from the very start was the training we provided to our call center representatives. Back in the 70’s and 80’s it was fairly common for call center managers to train new personnel [...]
Selling Sales to Customer Service Agents
March 6, 2009 By Leave a Comment
The Sales Stigma By Carole Sue Jones Somewhere along the way sales got a bad rap. I’m sure all of us can relate to having dealt with a salesperson that made us uncomfortable, pressured us into making a decision, or even mislead us about the product or service. We have all survived a contract we [...]
Selling Sales to Customer Service Agents- Continued
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(The Story Continued) The Customer Service Challenge As the needs of the Call Center industry change and our customer service representatives are required to take on more tasks and responsibilities, they also find themselves in the position to sell more products or services Initiating this behavior can be a challenge for those who feel threatened [...]
Selling Your Sales Staff on Benefits versus Features
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By Aldene Fredenburg In order to skillfully sell your product line, whether it’s digital cameras or houses, your staff needs to know the products’ features, inside and out. They need to know how a camera operates, what special features it has, the number of pixels; real estate agents need to know the square footage of [...]
Closing is the Key
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By Andy Szebeni Platinum Quality Author A now retired but well-respected sales trainer once said the three most important things to ensure a successful sale are: close,close, close. There are numerous closing techniques with great names such as the Half Nelson, the Full Nelson, Puppy Dog Close and the Last Ditch Close. While it helps [...]
Notes! To Take or Not To Take?
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By Niall Devitt Platinum Quality Author Recording details on paper with the prospect during a sales meeting is a subject that divides a lot of salespeople. Sellers who fall into the “no to note taking camp” will say that note taking can be off putting to the prospect and only serves to stop the prospect [...]
Listening to Customers
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Listening to Customers – 5 Tips By Martin Haworth In a strange juxtaposition of articles, this month’s UK ‘Management Today’ has three pieces, relating to the importance of listening to customers. Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example [...]
Customers are Golden
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Team and Individual Competition Ideas
March 6, 2009 By 1 Comment
We have found that creating healthy competition between individuals and teams creates a positive buzz to achieve top performance. When done well this type of competition encourages team members to show their creativity to meet goals and pride in their own performance. Here is an ideas for team and individual competitions. Please Login or Register [...]
Listening to Customers – 5 Tips
March 6, 2009 By Leave a Comment
By Martin Haworth In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers. Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift [...]
