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You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and sets your organization apart from the pack.
Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation
• Illustrates how to make money and keep it with time-honored strategies • Insightful real-life anecdotes to illustrate key concepts
Does this sound familiar? “If I could get in front of the prospect, the rest of the selling process becomes easier. It’s just getting in front of them that’s the challenge.” The fact is most cold calling efforts are doomed from the start. Salespeople lose sales not due to a lack of effort, but because they lack a prospecting system they are comfortable with and can trust to generate greater, consistent results. If you are prospecting the same way you have been for the last several years (including the “calling to check in, touch base or follow-up” approach) or haven’t been prospecting at all, you’re simply making it easier for your competition to take away the new business you are working so hard to earn. So, if you love to sell but hate (or don’t like) to prospect, this book is your opportunity to maximize your cold calling potential and boost your income by learning how to get in front of the right prospects in less time and create greater selling opportunities without the fear, pressure or anxiety associated with cold calling. This Complete Idiot’s Guide® will show you how to: • Utilize the seven steps to a permission-based cold calling conversation so that you don’t have to push your presentation and hope there’s a fit. • Create winning voice mail messages that will ensure more return calls. • Develop your MVP (Most Valuable Proposition) that separates you from your competition. • Craft the Compelling Reasons that would motivate a prospect to speak with you. • Prevent and defuse initial objections, such as “I'm not interested,” “We don't have any money now,” or “Call me back later.” • Design your own step-by-step prospecting and follow-up system that runs on autopilot and is aligned with your selling philosophy, strengths, objectives, and natural talents rather than taking the generic, “one size fits all” approach. • Develop the right questions and uncover new selling opportunities in seconds so that you can stop wasting precious time on the wrong prospects.
Offers advice on starting a home-based business, with chapters on creating a business concept, buying a franchise, turnkey businesses, business plans, insurance, and taxes.
Discusses management models and concepts, strategies for sharing knowledge, and ways to implement the concept within a company.
Provides managers techniques such as intervention and arbitration to maintain a productive working environment despite problem employees, and discusses ways employees can effectively communicate with difficult bosses and co-workers.
Explains how the government works and the functions of its many parts, covering such topics as the system of checks and balances, the Constitution, and the division of state and federal powers.
Extremely accessible, with over 300 photos and illustrations, this guide is geared for the true home improvement beginner, with a visual glossary included.