customer service
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The Crucial Step Missing from Most Sales Training Programs
- September 21, 2020
- Posted by: Dave Kurlan
- Category: Understanding the Sales Force
There is a lesson here for those of us in the sales development space. When we train, coach and develop salespeople, we must demand that customer service get the training and coaching required so as to not sabotage the great work we do with sales organizations.
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10 Great Examples – Customer Service as a Powerful Sales Tool
- November 23, 2015
- Posted by: Dave Kurlan
- Category: Understanding the Sales Force
What leaves a stronger and potentially longer lasting impression than your own experience with a brand? Let’s start with two great examples – experiences that make you choose to return for more.
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New Book will Improve Your Account Managers’ Relationships
- April 29, 2013
- Posted by: Kurlan & Associates, Inc.
- Category: Understanding the Sales Force
I wanted to let you know about a new book hitting the shelves today.
Most of the books that are written about great customer experiences only cite best practices by large, well-known B2C companies like Amazon, Apple, Starbucks, and Zappos. You know how I feel about studies that only cite big companies…
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Unintentional Selling – Selling Customers on Defecting
- October 16, 2012
- Posted by: Dave Kurlan
- Category: Understanding the Sales Force
Today, Verizon Wireless gets the brunt of my wrath!
I’m a planner. I make sure in advance that every detail has been covered because I hate surprises. So before my recent trip, I purchased a new smart phone after I was assured that it would work in Europe and Turkey. Then I called Verizon to confirm that my new phone would work in the three cities where I would be and I subsequently purchased Global Roaming.
Then, on October 9, it happened.
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Non-Salespeople – Assets or Liabilities When They Face Customers?
- May 21, 2012
- Posted by: Dave Kurlan
- Category: Understanding the Sales Force
This is a tremendous example, and not the least bit unusual, of how non-selling, customer-facing employees, sell. Despite two effective customer-facing people doing their part on selling us to return, one was horrible and not so subtly sold us on not returning.
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How to Lose Customers Under Contract
- July 27, 2009
- Posted by: Dave Kurlan
- Category: Understanding the Sales Force
You know that your competitors’ top prospects are your existing customers that you have under contract, right?
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Sales and Customer Service are Just Like Steriod Use in Baseball
- February 11, 2009
- Posted by: Dave Kurlan
- Category: Understanding the Sales Force
Sales is just like Steroid use in Baseball.