The demand on multi-line reps to sell Life insurance has never been higher. Through my coaching, conducting sales interviews, and accompanying reps on joint sales calls, I've experienced the prospect interviews collected in this book. Many times after sharing these experiences while coaching or during a seminar, I've been told "You should put that in a book!" Well, now I have. The skills, concepts, and knowledge I put forth will help you become a skilled interviewer, build strong relationship...

The seventh book—and part one in the compelling conclusion**—**of Frank Herbert's Dune series, one of the grandest epics in the annals of imaginative literature. Selling millions of copies worldwide, the series is science fiction's answer to The Lord of the Rings, a brilliantly imaginative epic of high adventure, unforgettable characters, and immense scope.Hunters of Dune and the concluding volume, Sandworms o...

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the custom...

A step-by-step guide to designing and implementing an amazing customer service cultureIn today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into o...

TWO E-BOOKS IN ONEThe Starbucks ExperienceThe Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's “most admired” companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the “partners”-and the special experience ...

This book covers the essentials of customer serviceChapter one: The importance of customersChapter two: The effect of good and bad customer serviceChapter three - Customer satisfaction and loyaltyChapter four - Attitudes and skills for good customer serviceChapter five - Add on selling (up-selling) can be good customer serviceChapter six - Engaging with customersChapter seven - Dealing with complaints and difficult peopleChapter eigh...

Move from entrenched differences to common goals!All too often, key education initiatives collapse because leaders fail to anticipate and learn from the concerns of those charged with implementation. This illuminating book shows how education leaders can bring opposing groups to common ground, resulting in a solid plan built on diverse wisdom.Acclaimed education coach Jane Kise demonstrates how polarity thinking—a powerful tool for bridging differe...

Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring ...

"Combining PLCs, DI AND RTI into a tapestry for school change is a brilliant idea. It weaves three predominant threads together into wholeness for teachers and students. The PLC thread provides the collegial support for substantive change to occur; the Response to Intervention thread exposes a structure that ensures student success; and the Differentiated Instruction thread highlights appropriate responses to learners′ talents and needs."—Robin Fogarty, PresidentRob...

The Complete Multifaith Resource for Primary Religious Education Ages 7-11 is a definitive teaching and learning aid for cross-religious exploration in the classroom, offering stimulating and detailed ways in which to apply a concepts-based approach to the teaching of RE. It provides a model for learning which engages children and encourages the development of higher order thinking skills and which can be applied to other subject areas in cross-curricular settings.Comprisi...

Support differentiated instruction in every classroom with this updated expert guide!Keeping up with differentiated instruction (DI) developments can be hard, but you’ll stay on track with this updated guide. The official companion book to the bestselling Differentiated Instructional Strategies: One Size Doesn’t Fit All, this workshop-friendly resource offers step-by-step training activities for job-embedded professional development, plus guidelines tailor...

The Developing Professional Practice series provides a thoroughly comprehensive and cutting edge guide to developing the necessary knowledge, skills and understanding for teaching within the 0-7, 7-14 or 14-19 age ranges.Each of the three titles offers a genuinely accessible and engaging introduction to a wide range of professional practice supporting the education of babies to young adults. Discussion of current developments in theory, policy and research is combined with guidance...