Imagine two customer service agents, Bill and Megan, who sit on the far sides of a room containing about 200 of their peers.Bill struggles on every call to provide the best care possible, going out of...
Have you identified the key sales performance indicators that are dragging you down? I conduct Sales Performance Evaluator™ web-cast meetings across the country to help sales management diagnose were...
I was exchanging correspondence with a fellow writer when he mentioned his interest in morphing from being an article contributor into becoming an e-book author and publisher.I want to share my take o...
There was saying in the car business that always made me smile.But let me tell you who taught it to me.Jim was President of the smaller leasing company that the behemoth leasing company I worked for, ...
Whatever you're negotiating, it is essential to gauge the urgency with which the other party wants to or needs to make a deal.When you're buying a piece of real estate, for example, one of the key que...
Many of us dream of dazzling people from the platform or through our prose, and this may be a key source of our motivation to become successful speakers and writers.But are we served well by these dre...
I teach at UCLA and my Ph.D. is from USC, where I have also taught, so you can imagine how conflicted I am on game day.The UCLA-USC cross-town rivalry has led to divorces, and worse.But this odd strad...
A "close," as you know, is a stylized way of bringing a sales conversation to a positive conclusion. Technically, it is the place at which we ask for approval.We're seeking a yes, but not in a way tha...
Every seller has been afflicted by the buyer who neither says yes nor offers an objection.He is the fence-sitter, the person who seems almost biologically unable to arrive at a decision, no matter how...
There's a classic number in American musical theater, "Gotta Dance!" that sums up the creative urge.If you're creative, and this doesn't pertain only to writers, singers, dancers, actors, and performe...