Too often salespeople get caught-up in doing things that do not have any great influence on successfully selling in today's fast-paced, dog-eat-dog, world. Everything from management faddism, organisational politics, blow-in and blow-hard guru consultants, and omnipresent technology; can cause a fatal drag on salesperson performance. When you are having that uncomfortable interview about your future with your boss you can count on none of these things being taken ...

With a Foreword by Jim Cora, former Chairman of Disneyland International"A leadership blueprint, applicable in any organization." -- Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It's Your Ship"When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school--at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the mark...

The main focus of this course is to provide the necessary skills for effective customer service.The most important people in any successful organization are the staff. Without properly trained and motivated staff no company can provide an effective service to their customers.Well trained staff have confidence and enjoy their work. They are more effective in what they do, and are more capable to meet customer requirements.Training should be an ongoing process, and no...

Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem.Dealing with Difficult Customers will show you:How to stop using gimmicks and tri...

Getting to yes is not the same as getting results. In Beyond Dealmaking, international negotiation expert and mediator Melanie Billings-Yun shows that the key to winning unbeatable, long-term results in today’s complex economic landscape is to negotiate solid long-term relationships.Traditionally, negotiation has been approached as an isolated activity, separate from the business relationship. But those who focus only on getting the deal closed often find ...

A practical guide to customizing and configuring Microsoft Dynamics CRM 2011 focused on helping you pass the certification exam.Key FeaturesBased on the official syllabus for course 80294B to help prepare you for the MB2-866 examFilled with all the procedures you need to know to pass the exam including screenshotsTake the practice exam with 75 sample questions to assess your knowledge before you sit the real examBook Description

"A well-written practical guide to the art and science of negotiation . . . I found [Cohen's] advice, offered in a concise Q and A format, to be pure gold." —Bennett G. Picker, author of Mediation Practice GuideThere's an inner negotiator in everyone—and The Practical Negotiator helps you find yours. We all need to reach agreement with others in our daily lives, but many people are overly fearful of what they think is a complex process. In this boo...

If you want salient advice about your startup, you’ve hit the jackpot with this book. Harvard Business School Professor Tom Eisenmann annually compiles the best posts from many blogs on technology startup management, primarily for the benefit of his students. This book makes his latest collection available to the broader entrepreneur community.You’ll find 72 posts from successful entrepreneurs and venture capitalists, such as Fred Wilson, Steve Blank, Ash Maurya, Joel Spolsky, and ...

Conflict management in Chinese business. Negotiating in China means dealing with conflict.China is a paradox when it comes to conflict and disagreement. Local Chinese talk about harmony, but seem quick to enter into disputes. They put a premium on "preserving face" but don't seem to care about their reputation… or your opinion. Chinese say that relationships are key to their society, but are willing to betray a partner for pocket change. The number of conflicts is much lower than in...

Customer centricity is fundamental to business growth and ongoing success. Most executives appreciate the importance of it yet don't know how to execute it or sell the processes internally. This thoroughly revised edition of Breaking Through guides readers systematically through the ten breakthrough points of implementation, to explain how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with ...

Do you fear or avoid conflict? You don't need to. Everyone can "Change Pain to Gain" through understanding and by applying a set of “secrets” that help us turn conflict into opportunity. The secrets are specific skills we may recognize, but far too often do not fully understand or apply in conflict situations. Using her extensive work as a trainer, teacher, mediator, and group facilitator, Patricia McGinnis discusses the practical secrets within a comprehensive philosophy of conflict and c...

This book covers several topics including: Chapter 1: How Important Is Customer Loyalty       Chapter 2:   Discern Where You Are In Respect To Customer Loyalty      Chapter 3:   Understand Your Target Audience And Their Needs      Chapter 4:   Supply Products Of Worth To Fulfill A Need       Chapter 5:   Make Sure Your Cust...