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...
Selling Yourself First: Sales and Service Masterclass
In this informative program, viewers discover excellent strategies to create a great impression and build positive relationships. Michael Schiffner offers specific tools to overcome the de-motivation that affects sales people from time to time. Topi...
Working Constructively in a Sales Team: Sales and Service Masterclass
This program takes a detailed look at the dynamics of teamwork and offers fresh insights that challenge widespread misconceptions about how to get the most out of a sales team. In this video, users will learn the characteristics of a great sales tea...
Presenting with Impact: Sales and Service Masterclass
This program examines how salespeople can present their products and services with greater impact. A panel shares thoughts on presentation style and examines the importance of product knowledge, organization, and order of information. Topics in this...
What Customers Love and Hate: Sales and Service Masterclass
In this program, viewers learn to engage customers by focusing on what they love and avoiding what they hate. They are challenged to assess their current methods and style and to apply the principles uncovered by the latest behavioral studies that s...
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...