Selling In Customer Service
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Selling In Customer Service
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Author : Leon Cai
language : en
Publisher: CRC Press
Release Date : 2024-08-27
Selling In Customer Service written by Leon Cai and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-08-27 with Business & Economics categories.
"Service" in this book refers to the behaviors and actions of serving customers. "Selling" in this book refers to the behaviors and actions of selling products to customers. Hence, this book is completely different from other books on these subjects—Despite the fact that there are many books on service improvement and many related to selling skills worldwide, there are few books on how service and selling are integrated and coordinated. Primarily, it focuses on the interaction and transition between "the behavior of service" and "the behavior of selling" by sharing methods and skills of how those two are interrelated. This book provides many helpful guidelines and solutions for turning customers’ satisfaction with service into growth in sales. Through many refreshing ideas, the author helps you deeply understand the significance of integration of and conversion between service and selling and the harm of disconnection between service and selling. Many new ideas and viewpoints, which are different from other service books or sales books, are discussed, such as the contention that "over-service and over-selling should be prevented." Instead of: Giving highly complex and abstract definitions of "service" or "selling," this book redefines service and selling with "say YES to customers" and "Make customers say YES" respectively. Insisting that customers’ satisfaction with service will naturally lead to their long-term loyalty, this book emphasizes that customers' satisfaction with service has a shelf lifetime, which will soon fade over time. Taking the achievement of customer satisfaction as the final purpose of service, the author believes that "the end of service is not customer satisfaction, but to create new customer needs and achieve increased sales." Taking "meeting or exceeding customer expectations" as the golden rule, the author insists that "customer expectations need to be reduced first, then satisfied, and upgraded finally." Focusing on the development of customers’ buying needs like other books do, this book focuses oppositely on the research of "why customers have no buying needs."
The Idea A Day Guide To Super Selling And Customer Service
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Author : Tony Allesandra
language : en
Publisher: Dartnell Corporation
Release Date : 1992
The Idea A Day Guide To Super Selling And Customer Service written by Tony Allesandra and has been published by Dartnell Corporation this book supported file pdf, txt, epub, kindle and other format this book has been release on 1992 with Business & Economics categories.
How do salespeople become successful? According to the author, the only surefire way is to absorb new ideas and information one day at a time. That's the premise behind this sales guide that contains 250 "small" ideas that readers can put to work immediately to make a big improvement in selling and customer service effectiveness. Two basic formats are used for these idea-starters: FYI sections, simple checklists such as key points to remember when making a sales presentation, and forms and grids that guide the rep through such basic tasks as preparing a territory analysis or identifying specific customer service problems. Nearly 100 illustrations, charts, and worksheets are included.
10 Steps To Successful Customer Service
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Author : Maxine Kamin
language : en
Publisher: Association for Talent Development
Release Date : 2010-02-01
10 Steps To Successful Customer Service written by Maxine Kamin and has been published by Association for Talent Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-02-01 with Business & Economics categories.
Providing great customer service has never been more critical for the success of any business. 10 Steps to Successful Customer Service is designed as a quick but effective check up to ensure that front line professionals as well as customer service managers focus on the key practices that keep and create satisfied customers. Beginning with a focus on individual motivation for service, Maxine Kamin covers all the bases critical for success from trust and relationship building to maintaining a big picture perspective to avoid burn out on the job. The 10 Steps to creating spectacular customer service! Step 1: Identify Service Motivation and Mission Step 2: Define Great Service for Your Organization Step 3: Form Great Relationships Step 4: Build Trusting Relationships that Last Step 5: Use the Law of Attraction—Be Positive Step 6: Aggressively Solve Problems—the Bigger the Better Step 7: Recover from Mistakes Gracefully Step 8: Give Customers and Yourself a Break Step 9: Keep It Cool When Things Get Hot Step 10: Be Your Own Best Customer
The New Rules Of Sales And Service
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Author : David Meerman Scott
language : en
Publisher: John Wiley & Sons
Release Date : 2016-06-14
The New Rules Of Sales And Service written by David Meerman Scott and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-14 with Business & Economics categories.
The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'—there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost. The New Rules of Sales and Service demystifies the new digital commercial landscape and shows you how to stay ahead of the pack. Companies large and small are revolutionizing the way business gets done, and this book takes you inside the new methods and strategies that are critical to success in the modern market. Real-world examples illustrate the new marketplace in action, and demonstrate the brilliant utility of taking a new look at your customer and your business. This new edition has been updated to reflect the current reality of this rapidly-evolving sphere, with fresh strategies, new tools, and new stories. Whether you're an independent contractor, a multi-national corporation, a start-up, or a nonprofit, this book is your essential guide to navigating the new digital marketplace. David Meerman Scott provides up-to-the-minute analysis of the current state of the digital commercial landscape, plus expert guidance toward the concepts, strategies, and tools that every business needs now. Among the topics covered in detail: Why the old rules of sales and service no longer work in an always-on world The new sales cycle and how informative Web content drives the buying process Providing agile, real-time sales and service 24/7 without letting it rule your life The importance of defining and understanding the buyer personas How agile customer service retains existing clients and expands new business Why content-rich websites motivate interest, establish authority, and drive sales How social media is transforming the role of salesperson into valued consultant Because buyers are better informed, and come armed with more choices and opportunities than ever before, everything about sales has changed. Salespeople must adapt because the digital economy has turned the old model on its head, and those who don't keep up will be left behind. The New Rules of Sales and Service is required reading for anyone wanting to stay ahead of the game and grow business now.
Cross Selling In Customer Service
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Author : Nita Umashankar
language : en
Publisher:
Release Date : 2010
Cross Selling In Customer Service written by Nita Umashankar and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with categories.
Given the increasingly competitive environment characterizing many industries, customer service, specifically, post-sales technical support, has evolved as a key source of differentiation and profits. Against this backdrop, firms are looking to cross-sell products during customer service provision to generate revenue and transition their customer service operations from cost centers to profit centers. However, in the context of customer service, customers are contacting the firm about a product failure and not a purchase need, making cross-selling during customer service provision a challenging task. Essays 1 and 2 investigate which factors affect cross-sell outcomes in the customer service context. Essay 1 addresses the following questions: Do characteristics of the customer, customer service agent, and cross-sell offer influence cross-sell revenues? Cross-sell revenues are defined as the sales generated per customer in the customer service context. Using data on the cross-sell transactions of 6782 customers of a computer systems firm who contacted the firm for technical support, Essay 1 demonstrates that for risk-averse customers and customers who accept cross-sell goods (versus services) as the cross-sell offer, cross-sell revenues increase. However, when risk-averse customers accept a good (versus service) as the cross-sell offer, cross-sell revenues decrease. Surprisingly, for customers who own focal products with high functionality, cross-sell revenues decrease, and this effect becomes more negative as the customer service agent's resolution ability increases. Essay 2 investigates cross-selling during customer service in an intercultural context and addressees the following question: What influences the likelihood of a cross-sell purchase during customer service by a customer in country X[subscript s] from a customer service agent in Country Y[subscript j]? Multinational firms offshore their customer service operations to a set of low-cost countries to reduce costs and gain access to specialized skills. Customer service agents in these countries provide technical problem resolution services to customers in a different set of countries, creating a cultural dyad between customers and customer service agents. Currently, such firms are asking their offshored customer service agents to cross-sell during customer service provision. Using data from a computer systems firm of 117,721 customer service encounters during which a cross-sell product was pitched, of which 3.6% resulted in a purchase, Essay 2 demonstrates both positive and negative effects of cultural distance on the likelihood of a customer making a cross-sell purchase during customer service. Specifically, Essay 2 shows that cultural distance (1) weakens the negative effect of agent resolution ability, (2) strengthens the positive effect of risk aversion, and (3) weakens the positive effect of failure severity on cross-sell purchase likelihood. I use the findings from both Essays 1 and 2 to generate implications for managers on how to improve cross-selling outcomes in their customer service operations.
Customer Care Feeding
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Author : Caroline Perkins
language : en
Publisher: Xlibris Corporation
Release Date : 2010-09-17
Customer Care Feeding written by Caroline Perkins and has been published by Xlibris Corporation this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-09-17 with Business & Economics categories.
Customer Care & Feeding is a system of selling for business-to-business sales reps who want to grow their careers and increase their income. The CC&F system is based on the concept that if sales reps help their customers be profitable and only work with customers that they can help be profitable then profitability for the reps and for the reps companies will follow. The book is filled with examples and tips from successful sales professionals in the foodservice distribution industry, one of the most challenging selling environments. The principles of CC&F apply to face-to-face selling relationships in any industry. To support the wealth of customer-focused, solutions-selling ideas in the book, there are quizzes and discussion topics to ensure a valuable learning experience.
How To Sell Value
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Author : Pedro Roccato
language : en
Publisher: Humanix Books
Release Date : 2016-04-12
How To Sell Value written by Pedro Roccato and has been published by Humanix Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-12 with Business & Economics categories.
Leading international sales consultant Pedro Roccato has trained thousands of sales professionals on how to provide a highly differentiated buying experience to their customers in order to close more sales. The book arms sales professionals in any industry on how to sell on value, not price, which is a necessary tool in today's competitive sales landscape. Sales professionals will learn about about: How to diagnose their customer's needs The importance of value-added sales Sales perception And how to produce a value-added proposition
Fundamentals Of Selling
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Author : Charles Futrell
language : en
Publisher: Irwin/McGraw-Hill
Release Date : 2004
Fundamentals Of Selling written by Charles Futrell and has been published by Irwin/McGraw-Hill this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
FUNDAMENTALS OF SELLING: Customers For Life Through Service, 8eis one of McGraw-Hill's best-selling texts in the Selling discipline. Its approach is classic and practical and emphasizes role-play. FUNDAMENTALS, written by a salesperson turned teacher, draws widely from Charles Futrell's experience as a sales professional rather than from a staid theoretical perspective. The text is filled with practical tips and business-examples gleaned from years of experience in sales with Colgate, Upjohn, and Ayerst and from the author's sales consulting business. Charles Futrell focuses on improving communication skills and emphasizes that no matter what career a student pursues, selling skills are a valuable asset.
Service Selling
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Author : Robert G. Stemper
language : en
Publisher: John Wiley & Sons
Release Date : 1991-09-03
Service Selling written by Robert G. Stemper and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991-09-03 with Business & Economics categories.
A guide to improving sales and profits in consumer financial services that stresses the development of a sales and service culture. The key principles discussed are interaction with customers, cultural support and values, service from the customer's point of view, service selling, characteristics of successful sales organizations, star sales people, perfecting the sales process, dealing with prospective clients, and ongoing interaction with the client.
The How To Of Customer Service
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Author : Management Training Australia
language : en
Publisher: Management Training Australia
Release Date : 2015-01-02
The How To Of Customer Service written by Management Training Australia and has been published by Management Training Australia this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-01-02 with Business & Economics categories.
This book covers the essentials of customer service Chapter one: The importance of customers Chapter two: The effect of good and bad customer service Chapter three - Customer satisfaction and loyalty Chapter four - Attitudes and skills for good customer service Chapter five - Add on selling (up-selling) can be good customer service Chapter six - Engaging with customers Chapter seven - Dealing with complaints and difficult people Chapter eight - Testing your customer service