Selling in a luxury universe is full of magic, passion, and emotion. The customer, the creation and the Sales Ambassador all enjoy an exchange of views that is just as important as the luxury item itself, and its beauty. The sales ambassador therefore plays a critical role. He or she is the living brand for the customer and should embody the brand and serve as the "Ambassador" to the lifestyle that the brand represents. In order to be an Ambassador, it requires a multitude of skills, perso...

Selling high-end luxury creations requires a different set of skills than does traditional selling. Clients have high expectations for the service they receive and base their purchasing decisions more on emotion and desire than practical need. Whether you are selling diamond bracelets or sports cars, the key to concluding the sale lies in how well you sell rather than what you sell.In Selling Luxury, Robin Lent and Geneviève Tour explore every component of luxury sales and...

Much has changed since the original The Art of Selling to the Affluent was published. The financial crisis has impacted the affluent as much as it has others. This book would bring readers up to date with todays affluent and help every sales person understand what has changed, and what adjustments need to be made, in order to successfully attract, service, and retain lifelong affluent customers and clients. This new edition will be based on The Oechli Institutes latest 2013 comprehensive r...

Discover the secrets to successful luxury brand management with this bestselling guide written by two of the world's leading experts on luxury branding, Jean-Noël Kapferer and Vincent Bastien, providing a unique blueprint for luxury brands and companies.Having established itself as the definitive work on the essence of a luxury brand strategy, this book defines the differences between premium and luxury brands and products, analyzing the nature of true luxury brand...

This book addresses the No 1 challenge of all major luxury brands today: How can these brands pursue their growth yet remain luxury? How do you reconcile growth and rarity?Kapferer on Luxury offers a selection of the most recent and insightful articles and original essays on the luxury growth challenge from Jean-Noël Kapferer, a world-renowned luxury analyst. Each chapter addresses a specific issue relating to the luxury growth challenge s...

Adopted internationally by business schools and MBA programmes, this book is the ultimate resource for senior strategists, positioning professionals and postgraduate students to understand and overcome the challenges of brand management and strategy today, written by the leading international expert of branding, Jean-Noël Kapferer.The New Strategic Brand Management is simply the reference source for branding professionals and post...

Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call cen...

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEYou've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, eff...

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, ph...

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service provid...

The book that completes Positioning . . .Thirty years ago, Jack Trout and Al Ries published their classic bestseller, Positioning: The Battle for Your Mind—a book that revolutionized the world of marketing. But times have changed. Competition is fiercer. Consumers are savvier. Communications are faster. And once-successful companies are in crisis mode.Repositioning shows you how to adapt, compete—and succeed—in today’s overcrowded...

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimat...