Managing Difficult Customers and Complaints: Sales and Service Masterclass
This program examines how to effectively resolve conflict while preserving and reinforcing a positive relationship with the customer. Excellent practical advice is offered to assist salespeople and help them work through solutions in logical stages....
The Phone as a Friend: Sales and Service Masterclass
Valuable commentary from Michael Schiffner and Gayathri Buur-Jensen takes viewers through some useful recommendations about how to maximize sales through effective and efficient use of the telephone. Topics in this program include when to call; how ...
Overcoming Objections: Sales and Service Masterclass
This video examines tried-and-true techniques to help those in sales and service overcome customer objections. Examples are provided through role plays, making them excellent models for analysis and discussion. The program focuses on a number of hel...
Managing Change in Tough Times
Many external influences can impact the success of a business, including natural disasters, financial crises, epidemics, and even terrorism. In this informative program, psychologist Peter Quarry talks with Glenyce Johnson, managing director of Pere...
Closing the Sale: Sales and Service Masterclass
In this program, a panel discusses conventional notions of closing the sale by challenging popular thinking about this crucial step. The merits of the formula approach versus a more instinctive, organic process are debated. This video examines termi...