Other Books by Bob
Sales, Sales Management, and Customer Service

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The following eBooks are available for your Amazon.com Kindle and Barnes & Noble NOOK.

Sales eBooks

Sales Excellence Series

  1. Objection Free Selling - (Amazon Top 100 Best Seller for sales & selling, skills & techniques - ebook and paperback)
  2. Value Selling Strategies P.R.O.S.P.E.C.T. Model - (Amazon Top 100 Best Seller for sales & selling, skills & techniques)
  3. Goal Setting for Success
  4. Conditioning the Mind for Success
  5. Competitor Analysis
  6. Persuasive Language of Selling: Features - Advantages - Benefits
  7. Trust & Rapport Building
  8. Benefit Questions Create Attitudes
  9. Block the Competition
  10. Research Prospect & Competitor
  11. Time & Territory Management

Sales Prospecting Series

  1. The Hunt - Compilation of a dozen prospecting related ebooks listed below
  2. Profile and Qualify
  3. Key Decision Maker Roles
  4. Research Prospect & Competitor
  5. Telephone Cold Call with Voice Mail Strategy
  6. Passive e-Letter Contact Series
  7. Interest e-Mailer Contact Series
  8. Keep In Touch Contact Series
  9. Networking Contact Strategy
  10. Asking for Referrals
  11. Teleblitz
  12. Funnel Management
Sales Management eBooks

Sales Management Legacy Series

  1. Career Path for Sales Professionals
  2. Interviewing and Hiring Sales Professionals
  3. Sales Professionals Performance Appraisal
  4. Sales Coach
  5. Peer-to-Peer Sales Coaching
  6. Creating and Leading a Motivating Sales Culture
  7. Effective Meeting Planning and Facilitating
  8. Reseller Strategy
Customer Service eBooks

Customer Service Excellence Series

  1. Telephone Etiquette for Business (Amazon Top 100 Best Seller - 30 Minute Short)
  2. Active Listening Skills for Business
  3. Defusing Customer Anger
  4. Problem Solving Model for Business
  5. Managing Customer Expectations
  6. Email Etiquette for Business
  7. Stress Control at Work

Sales eBooks

Sales Excellence Series

Objection Free Selling: How to Prevent, Preempt, and Respond to Every Sales Objection You Get

Amazon Top 100 Best Seller for sales & selling, skills & techniques!

This unique book contains the knowledge, skills, and strategies salespeople need to prevent, preempt, and respond to every sales objection you get. It even has what you need to know to answer the unanswerable objections.

The book is available in both eBook and Paperback formats.

Free support materials for facilitators, coaches, and managers. See also: www.ObjectionFreeSelling.com

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Value Selling Strategies book coverValue Selling Strategies P.R.O.S.P.E.C.T. Model

Amazon Top 100 Best Seller for sales & selling, skills & techniques!

eBook $9.99

Selling VALUE gets easier with the right tools and an incredibly flexible structure to guide the process. The VSS P.R.O.S.P.E.C.T. Model™ provides the latest knowledge, skills and strategies to accomplish this goal. In the Value Selling Strategies process, the actual selling is done during a strategically designed interview structured around major closing strategies. It is designed to PREVENT most common sales stopping objectives.

Learning Objectives:

  • Use a sales interaction model guided by the psychological buying process
  • Qualify and disqualify prospects based on the profile of your most profitable customers
  • Identify the real buying influences and decision makers
  • Guide the prospect to discover the value of your products and services
  • Avoid common pitfalls of presenting solutions after discovering needs
  • Move the pressure of time and priority from you to the prospect
  • Prevent most common objections, especially price
  • Help the prospect set the product / service selection criteria (specifications)
  • Identify your unique and distinctive selling points in each sales situation
  • Work with a list of 80 areas where commodity sellers differentiate themselves
  • Be forewarned about which objections you must neutralize
  • Include your unique and distinctive selling points in the selection buying criteria
  • Help the prospect rule-out and lock-out the competition for you
  • Discover priority buying motives
  • Let the prospect make the “claims” for the benefits rather than you
  • Rehearse the prospect to sell internally for you when you’re not around
  • Create change resistant attitudes favorable to your unique and distinctive selling points
  • Structure your sales interaction around major closing strategies
  • Block the competition between calls with these three techniques
  • Set the agenda action items and set up your next meeting to advance the sale
  • Use the interim action plan closing strategy to help the prospect carry out steps in the sales process between contacts
  • Use the meeting agenda setting process to pre-close on key steps in the sales process
  • Use the Criteria Driven Presentation to establish trust and rapport with those you didn’t meet during the sales interviewing process
  • Present your product/service to the prospect’s selected criteria
  • Structure you presentation around major closing strategies
  • Use a personality based closing strategy that works consistently with both ends of the decision making continuum

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Goal Setting CoverGoal Setting for Success

eBook $2.99

It's easy to understand how people with goals accomplish significantly more than people without goals. People with goals have direction. They have a target. They have something to work towards. This provides motivation to achieve.

If the goal is something you really want, that strong positive emotional desire gives you a favorable edge to realizing the goal.

And, the more frequently you review the goal, the more you focus on it, the more you will recognize the resources and opportunities you need to move toward achieving your goal.

Motivation to achieve comes from having a clear target, developing a strong emotional desire, creating a doable action plan, allocating the resources (especially time) and taking action.

Business goals that are in alignment with personal goals are more motivating than goals that are not in alignment, not related in anyway, or are counter to personal goals. Goals that help cause you to stretch increase your motivation.

Goals that are written provide a mechanism to review, refresh, and stay focused on what you want. People with written goals accomplish significantly more than people who only have goals in their heads.

You might also want to be aware that to maintain balance you will set goals in many areas of your life such as personal, professional, family, social, financial, lifestyle and so on. This book will guide you through the entire process step-by-step.

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Competitor Analysis book coverCompetitor Analysis

eBook $2.99

To sell in a competitive environment your sales strategy must include focusing the topics of conversation in areas where you are strong, the competitor is weak, and the customer has needs. This book helps you answer the questions, "What makes you different?" and "Why should I buy from you?"

The competitor analysis structure allows you to quickly identify areas where the prospect is most likely to have problems with current suppliers and it pre-alerts you to the objections you’ll get (spoken or not) when up against any specific competitor. When you know the objections, you can develop prevention, preemption and response strategies.

Learning Objectives:

  • Differentiate three types of competitor analyses: Business, Marketing and Sales.
  • Develop matrix listing competitors by competitive products/services.
  • Develop a competitor analysis for your use.
  • Identify and counter-balance potential objections
  • Discover areas of potential customer problems that only you can solve and that are potential areas of dissatisfaction with the current supplier
  • Differentiate "commodities" by things other than the commodity
  • Define Unique Selling Points (USP) and Distinctive Selling Points (DSP).
  • Determine the relationship between USP/DSPs and Features, Advantages and Benefits (F.A.B.s).

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Persuasive FAB book coverFeatures, Advantages, and Benefits:
Persuasive language of selling

eBook $2.99

The purpose of this book is to introduce you to using your product, service and company knowledge as a part of the selling process using the persuasive language of sales. The process itself is one in which the prospect is an active participant.

Learning Objectives:

  • Define Functional Product, Service and Company Knowledge
  • Identify how to derive Unique and Distinctive Selling Points (USP's and DSP's)
  • Learn how to write in the persuasive language of sales: Features, Advantages and Benefits (FAB)
  • Show the relationship between USP's, DSP's, and FAB's.
  • Describe the process of creating an orientation for the prospect during a discussion/interview
  • Orient the prospect in areas where you are strong, the competitor is weak and the customer has needs
  • Learn a quick three step model to sell value using the FABs you wrote
  • Identify the types of FABs to pursue with different decision makers base on the types of decisions they make

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Trust and Rapport Building book coverTrust & Rapport Building

eBook $2.99

The purpose of this eBook is to present 5 clear rapid means of establishing trust and rapport with customers. The content is directed to sales personnel, customer service personnel, and people in customer service roles who are also responsible for sales.

Learning Objectives:

  • Define trust as it relates to customers.
  • Define rapport and how it impacts customer attitudes and behaviors.
  • Differentiate between motive and technique.
  • Recognize methods that rapidly create and strengthen trust and rapport
    • Common Ground
    • Pacing and Leading
    • Credentials
    • Brochures
    • Psychological Truth

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Benefit Questions book coverBenefit Question - Creating Attitudes

eBook $2.99

Your products and services have many benefits to offer a customer. Some of them are unique and only you offer them; some are distinctive which means that your competitors also offer them, but you focus on them in such a way that makes them noticeably and quantifiably different.

With so many benefits to offer the customer, the question becomes, "which will be the one(s) that motivate purchase?"

Learning Objectives:

  • Discover true buying motives important to the customer
  • Rehearse the prospect to sell internally for you when you're not around.
  • Rehearse the prospect to defend the criteria and expectations you helped set thereby turning changeable beliefs into attitudes resistant to change
  • Competitor-proof your customer
  • Enable the customer to make the claims for benefits to be received, thereby transferring the burden of proof from you to the customer
  • Identify others in the organization who will also receive benefits
  • Get the decision-maker to feel good about providing benefits to others in the organization

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Block Competition book coverBlock the Competition

Competitor Proof Your Prospects and Customers.

eBook $2.99

There are three commonly used tactics that help block the competition when you're not around. While you're reading this book there could be a competitor taking your customer, or at least trying to. What's to stop them?

Learning Objectives:

  • Understand how to role play and rehearse a defense that your prospects and customers helped develop so they can respond with conviction to your competitor's persistent efforts.
  • Create attitudes that are resistant to change.
  • Learn how to set Expectations, Criteria or Specifications that only you can meet.
  • Use the written "Interim Action Plan" closing strategy to further insulate your prospects and customers from the competition.

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Research Prospect book coverResearch Prospect & Competitor

eBook $2.99

The purpose of this eBook is to introduce research methods that you can use to understand your prospect and your competitor before and during the sales process.

Learning Objectives:

  • Understand how the four business needs drive business buying decisions
  • Understand critical areas of your customer's business operations
  • Utilize the Competitor Guidance to focus your Research Questions
  • Competitively position yourself to provide a greater value
  • Know which objections to expect and how to offset them.
  • Know your Unique and Distinctive Selling Points that position and differentiate you in the Prospect's eyes.

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Time and Territory Management book coverTime & Territory Management

eBook $2.99

This eBook will help you develop customer and prospect contact plans that will minimize travel time and maximize selling time with accounts with the greatest potential. This is classic Time and Territory Management with all the basics necessary to keep you on track.

Learning Objectives:

  • Categorize and classify customers and prospects
  • Determine the potential sales volume available in the territory
  • Develop criteria to determine frequency of contact by type of contact
  • Determine number of prospects available in the territory
  • Understand the time averages for different types of client / prospect contact methods
  • Develop a contact plan by type and frequency of contact
  • Design a territory traveling plan
  • Redistribute resources to meet goals

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Sales Prospecting Series

The Hunt book coverThe Hunt - Compilation of a dozen prospecting related eBooks

eBook $4.99

When it comes to prospecting for new business, as well as managing the process, “The Hunt” provides the novice and the pro with in-depth knowledge of not only what to do but also how to do it.

The Hunt is a compilation of a dozen prospecting related eBooks:

  1. Profile and Qualify
  2. Key Decision Maker Roles
  3. Telephone Cold Call
  4. Voice Mail Strategies
  5. Passive Letter Contact Series
  6. Interest Mailer Contact Series
  7. Keep In Touch Contact Series
  8. Networking Contact Strategy
  9. Asking for Referrals
  10. Teleblitz
  11. Funnel Management
  12. Ratio Management

Since each of these eBooks has to stand on its own, incorporation of support materials from other eBooks must sometimes be used. For example, the six Decision Maker roles are briefly summarized in some of the other eBooks as well as getting a full treatment in an eBook of its own. Please pardon some of the redundancies and consider them to be knowledge and skill reinforcement segments.

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Profile and Qualify Prospects book coverProfile & Qualify Prospects

eBook $2.99

The purpose of this eBook is to show you how to quickly qualify prospects and identify the key buyer influences.

Learning Objectives:

  • List your current customers by actual sales volume, and then classify them based on potential volume.
  • Categorize your customers by market and market segment in descending order by size.
  • Identify the products and services you are currently selling by market, segment and business element.
  • Identify the customer's critical value systems that influence who they do business with and the manner in which they do business.
  • Determine the sales resource allocation based on the account profile.
  • Identify the people who influence your sale by the types of decisions they make.
  • Summarize the characteristics your most profitable customers have in common.
  • Develop questions that will determine the extent to which a current prospect meets the characteristics

Included in The Hunt

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Key Decision Maker Roles book coverKey Decision Maker Roles

eBook $2.99

In every sale, there are different types of decisions that are made. Sometimes one person makes all the decisions and at other times, there can be several people clustered together to make one type of decision. One person could play many of the decision-making roles or you could find many people playing one role.

If it's one or two people playing the various roles, you can tell which role they're in by the types of questions they ask. By knowing about the different roles, you can begin to focus and structure your answers to the type of decision that needs to be made.

Decision Maker Roles:

  • Final Authority
  • Specifier
  • Negotiator
  • End User      
  • Coach
  • Recommender
  • Decision Influencers outside the Company

Included in The Hunt

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Research Prospect book coverResearch Prospect & Competitor

eBook $2.99

The purpose of this eBook is to introduce research methods that you can use to understand your prospect and your competitor before and during the sales process.

Learning Objectives:

  • Understand how the four business needs drive business buying decisions
  • Understand critical areas of your customer's business operations
  • Utilize the Competitor Guidance to focus your Research Questions
  • Competitively position yourself to provide a greater value
  • Know which objections to expect and how to offset them.
  • Know your Unique and Distinctive Selling Points that position and differentiate you in the Prospect's eyes.

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Telephone Cold Call with VM Strategies book coverTelephone Cold Call with Voice Mail Strategy

eBook $2.99

PREVENT initial contact objections such as, "not interested...," "...just send me your literature," "...already have someone." Doing just that, will turn most cold callers ratios 180 degrees from 10% success to 90% success.

The telephone cold call strategies in this book will help you prevent these objections by turning "screeners" into "coaches" and by pre-defining the prospect's initial needs. In addition, the methods you'll learn in this eBook will enable you to set priority appointments for future meetings.

Additionally, you have voice mail to contend with. It’s almost rare that you can actually talk to the person the first time you call. This part of the book will present incredibly effective voice mail strategies and techniques that can help you reach the person you want, deliver important information in less than a minute to increase the number of times people return your calls.

Learning Objectives:

  • Use rapid rapport building methods
  • Use techniques that build a coaching role for the initial contact person
  • Use strategies that PREVENT initial contact objections
  • Develop opening remarks for telephone cold calls
  • Set priority appointments
  • Utilize an effective strategy to cold call in-person
  • Locate your prospect using the voice mail exit function
  • Use voice mail as an advertising medium
  • Compose a 10 to 30 second high impact commercial
  • Use a compelling reason to return your call in your voice mail message

Included in The Hunt

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Passive Letter Series book coverPassive e-Letter Series

eBook $2.99

The purpose of this eBook is to explain how passive letters (eMail or Snail Mail) can be used to reach hard to reach decision makers. It will also show how to generate inbound leads from interested prospects with the passive letter.

Learning Objectives:

  • Define the Passive Letter Series
  • Describe the structures for three types of letters
  • Recognize the optimal mailing schedule
  • Describe how to create an automatic implementation of passive letters

Included in The Hunt

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Interest Mailer Series book coverInterest e-Mailer Series

eBook $2.99

The purpose of this eBook is to help you generate leads by using interest mailers (eMail or Snail Mail). Some decision makers are nearly inaccessible and building a relationship based on an interest can be effective. This relationship built upon interest mailers can provide a way to move forward in the sales process. In this eBook you will learn to:

Learning Objectives:

  • Define "Interest Mailers"
  • Recognize the 10 critical buyer beliefs you are trying to influence
  • Select the right decision makers to contact with interest mailers
  • Describe the optimal mailing schedule for interest mailers
  • Describe how to make a manual implementation system automatic

Included in The Hunt

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Keep In Touch Contact Series book coverKeep In Touch Contact Series

eBook $2.99

The purpose of this eBook is to provide you with an incredibly fast and effective low cost eMail or Text contact system that can be used with:

  • clients who have no current project
  • clients with no identified need
  • stalled projects or projects on hold
  • prospects who have turned you down for the current sales opportunity
  • non-responsive new prospects

Learning Objectives:

  • compose Keep in Touch (KIT) messages
  • use multiple methods of contact for the KIT messages
  • keep the content of the message on track
  • add power to the contacts by targeting "Buyer Beliefs" that may be missing

Included in The Hunt

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Networking Prospect Strategy book coverNetworking Contact Strategy

eBook $2.99

The purpose of this eBook is to help you improve your networking skills so that you have better access to both decision makers and referrals, have a platform to demonstrate your competency, and to improve your professional knowledge.

Learning Objectives:

  • Understand the networking process.
  • Learn how to network.
  • Select the right organizations to network.
  • Know the "don't do" items or risk getting expelled.
  • Increase your networking impact.

Included in The Hunt

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Asking for Referrals book coverAsking for Referrals

eBook $2.99

The purpose of eBook is to learn about the process of asking for referrals. The advantages of referred leads are:

  • They are significantly easier to contact and get in to see
  • They take 30% fewer contacts to close a sale
  • They are 60% to 80% more likely to buy
  • They will buy on average 23% more
  • They are four times more likely to give additional referrals

Learning Objectives:

  • Ask a referred customer for referrals
  • Ask a non-referred customer for referrals
  • Write a brief thank you letter to customers that have given you referrals

With strong skills here, you may never use another contact method again - except the Keeping In Touch series.

Included in The Hunt

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Teleblitz Contact Strategy book coverTeleblitz

eBook $2.99

Conducting a telephone cold call "blitz" will:

  • Rapidly fill your sales funnel with qualified prospects
  • Enable you to leverage your initial unsuccessful contact attempts by following up with the passive letter series, interest mailer series and the "keep in touch" series defined in other eBooks.

Learning Objectives:

  • Generate lead lists
  • Schedule prime time activities
  • Identify goals that motivate
  • Track progress with a Teleblitz form

Included in The Hunt

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Funnel Management book coverFunnel Management

eBook $2.99

The purpose of this eBook is to help you use the concept of  "funnel management" to maintain the proper number of qualified prospects throughout the different phases of the sales process.

In this eBook you will learn how to be more effective in generating your prospect lists. The eBook also illustrates productive methods used to make contact with leads.

Learning Objectives:

  • Define the concept of funnel management
  • Differentiate between a sales cycle and a buying cycle
  • Give characteristics of A, B, and C accounts. Identify the characteristics that define a "pre-qualified lead"
  • Be familiar with sources for leads
  • Describe contact methods

Included in The Hunt

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Psychology for Successful Selling book coverPsychology for Successful Selling

This is the book that started it all. An application of psychology to the profession of selling. It is a psychology oriented text. Not light reading for sales people looking for a simple solution.

Amazon.com and Barnes and Nobel

If you can't find a copy available, contact the author for purchase at Bob@SalesHelp.com

Jeffry Chestnut's review on Amazon:

"Deep in psychology, not lightweight reading.

Excellent discussion of what it takes to really understand a sale and a purchase decision.

I recommend this book for all who are students of high end professional sales. This is not tactics and not quick fixes, it is not a johnny jump up motivational book. This is serious reading for the serious sales professional. It will take you to a new look at your individual sales performance."

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Sales Management eBooks

Sales Management Legacy Series

Career Path Book CoverCareer Path for Sales Professionals

eBook $2.99

What happens to the Sales Professional who would like to advance his/her career in your company? Where can they go? Most likely, this person will have to seek a position in management. But, what if that person is a top producing Sales Professional who doesn't want or is not suited for management? It’s not like you haven’t seen that before!

Without some form of career path, salespeople often just plateau. They get into a comfortable “rut.” Production is marginally acceptable, but not anywhere near true potential. Once they settle in and gain seniority, it’s very difficult get them going again. These challenges can be greatly reduced with the development of a career path for sales professionals who would prefer active selling to going into management for career development.

The purpose of this book is to provide the information necessary to establish a career path in sales so that top producers are not forced out of the profession in order to gain promotions.

Learning Objectives:

  • Describe the key components of career path plan
  • Review a sample career ladder parallel to a management path
  • Identify how different levels would be used in the field
  • Understand implementation strategies
  • Review detailed career path requirements for sales professionals

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Interview and Hire book coverInterview & Hire Sales Professionals

eBook $2.99

The purpose for reading this book is to understand how to establish a systematic, structured process for recruiting, interviewing, and selecting sales professionals most likely to blend with your organization’s culture and have the greatest chance to succeed in their positions.

Learning Objectives:

  • Differentiate between Resume based and Criteria based interviewing
  • Compare the key characteristics of top sales producers with those of top sales managers
  • Discover the true cost of turnover
  • Define and summarize job descriptions
  • Determine if candidates are likely to fit within the established corporate culture
  • Develop “knock-out” questions to streamline the interview process
  • Design the criteria “T” form
  • Understand the basis for questions you cannot ask
  • Formulate an interview question pool
  • Construct a candidate folder
  • Locate qualified candidates
  • Conduct successful employment interviews
  • Make the selection based on objective criteria

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Sales Professional's Performance Appraisal book coverSales Professional's Performance Appraisal

eBook $2.99

The purpose of a performance evaluation is to provide accurate feedback on performance that motivates improvement, development of new skills, communicates the organization's priorities and clarifies expectations. It is a way to get a clear perception of how a person matches with the expectations (self and other).

Learning Objectives:

  • Understand the steps in the appraisal process
  • Write descriptively about levels performance
  • Understand the goal setting process
  • Understand how to plan the observation schedule
  • Know how to test patterns of behavior
  • Understand how to conduct the performance appraisal session
  • Be able to consistently implement the performance improvement process to optimize productivity

In the book there is a detailed five point scale complete with five descriptions for each item evaluated. This minimizes the "halo" and "horn" affects and provides easier comparisons when appraisals are conducted by different managers of the same person. 47 areas receive this detailed analysis.

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Sales Coach book coverSales Coach

eBook $2.99

The Sales Manager’s number one job is to obtain results through the "efforts" of others.

What are these efforts? For selling, the efforts are skilled activities, processes, applied knowledge and strategies that must be used at some level of proficiency in order to carry out the steps of the sales process. When the efforts aren’t getting the results either from not doing them right or by not living up to full potential, it’s time to coach.

Learning Objectives:

  • Understanding how work planning, reminders and cozy chats are different from coaching
  • Knowing if coaching is the appropriate plan of action using the “quick coaching analysis”
  • Following the natural flow of the coaching process
  • Using the modified “Sandwich Technique”
  • Allowing and enabling the person to solve the problem with your guidance
  • Selecting effective positive and negative motivational consequences that aren't terminal or costly
  • Using the “Interim Action Plan” to document coaching sessions
  • Evoking consequences, positive or negative

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Peer to Peer Sales Coaching book coverPeer-to-Peer Sales Coaching

eBook $2.99

Imagine a meeting with your team where a member is talking about being concerned about an objection that might come up when s/he tries to set an appointment to see an important decision maker.  Now visualize other team members offering what they think might work in this situation.  See the entire team focus their energy, knowledge, skills and experience to help a single member develop a way to get that appointment.

Do you think that this person would get some workable ideas? 

Do you think that if we did this with each team member for each step they were experiencing difficulty with, they would in short order, be able to handle most of the obstacles and objections that came their way?

Tell your team that this session will be dedicated exclusively to reviewing the top prospects and projects to make sure that workable tactics are developed to ensure the strategies will be carried out according to plan.

The purpose of this sales meeting is to provide a mechanism to focus the knowledge, skill and experience of the entire sales team on developing strategies and tactics for individual priority prospects and projects to dramatically improve closing ratios.

Learning Objectives:

  • Facilitate "Peer to Peer" coaching.
  • Reduce the learning curve for new staff
  • Increase accuracy of sales forecasts
  • Promote team development
  • Improve closing ratios
  • Monitor priority customer development progress

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Creating and Leading a Motivating Sales Culture book coverCreating and Leading a Motivating Sales Culture

eBook $2.99

Work units (teams, divisions, companies) that tend to be highly successful in producing and sustaining high quality and quantity work, as well as, high job satisfaction, have strong motivational cultures.

Once people buy into and share the "vision" of what you want to create, they will figure out on their own how to contribute and how to do so at continuously higher levels.

Learning Objectives:

  • generate and write a vision that motivates
  • define the group's mission
  • determine the "critical success factors" that must be met to successfully carry out the mission
  • identify the goals necessary to support each critical success factor
  • formulate the tasks and action items to achieve the goals
  • ensure that the goals cascade to each person in the organization
  • review and select values that guide implementation
  • learn how rites, rituals and hero selection can dramatically change production - up or down

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Reseller Strategy book coverReseller Strategy

eBook $2.99

Have you ever wondered why some distributors are quick to focus their selling efforts on your behalf, while others just don't seem to get around to pulling your products out of the bag?

Reseller is the same as Distributor, Jobber, Wholesaler, Manufacturer's Rep, Value Added Reseller, Retailer, Dealer

Learning Objectives:

  • Identifying your key Reseller issues and challenges
  • Identifying your fundamental interaction strategy
  • Determining current and ideal depth of involvement with the Reseller’s organization
  • Profiling customers the Reseller will call on
  • Identifying the marketing, prospecting, sales and customer service activities necessary to sell and develop customers
  • Determining the sales and marketing support functions you can provide and which the Reseller must provide
  • Matching current challenges to solution characteristics
  • Looking at the triad of performance - how much do you own?
  • What Resellers must know about your prospects and products before they can sell hard
  • Reseller noise and why you want it blaring
  • Training issues, what can you provide?
  • Conducting “real time” Peer to Peer Performance (P3) Coaching and Strategy Sessions
  • Using P3 to train and coach for optimal performance
  • Access strategies to optimize performance

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Effective Meetings book coverEffective Meeting Planning and Facilitating

eBook $2.99

Effective Meeting Planning and Facilitating is presented in two parts.

Learning Objectives:

The first part focuses on the core knowledge, skills and strategies necessary to:

  • set measurable objectives
  • identify participants and why they should attend
  • set the agenda activities
  • determine if the benefits are worth the costs.

The second part focuses on the skills needed to facilitate a meeting including:

  • mental preparation
  • platform etiquette
  • participant engagement strategies
  • brainstorming process
  • consensus building steps
  • handling troublesome participants

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Customer Service eBooks

Customer Service Excellence Series

Telephone Etiquette book coverTelephone Etiquette for Business

Amazon Top 100 Best Seller

Make good impressions from hello to goodbye.

eBook $2.99

According to etiquette expert Letitia Baldrige, "The manner in which a company's phone is answered gives strong signals to the caller regarding the corporate character of the organization."

That’s why it is so important to be aware of how the phone is answered by everyone in your organization.

It's not just the receptionist who answers the phone. Almost everyone has a telephone on their desk and most of those people talk to internal or external customers.

The learning objectives for this eBook are to make available the knowledge, skills and strategies to work within the best practices telephone etiquette standards:

Section One: Incoming Calls

  • Maximum number of rings
  • Opening Remarks
  • Voice tones
  • Addressing the caller

Section Two: Putting the Customer on Hold

  • What to say when putting the caller on hold
  • How long should you leave the caller on hold
  • Taking the customer off hold

Section Three: Intercom etiquette

  • Transferring a call
  • Receiving a call

Section Four: Messages

  • Taking and leaving messages
  • Don’t promise what you can’t deliver
  • Voice mail

Section Five: Ending the Call

  • Four steps to ending the call and making them glad they called

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Active Listening Skills book coverActive Listening Skills for Business

Prevent errors and earn the right to be heard

eBook $2.99

Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information in order to provide input, do a task, or problem-solve, did not "actively listen."

Knowing how to actively listen is a proven way to prevent errors and improve relationships with both internal and external customers.

Learning Objectives:

  • Use acceptance responses
  • Ask clarifying questions
  • Repeat key words, phrases and numbers
  • Paraphrase content
  • Reflect emotions
  • Summarize information
  • Earn the right to be heard
  • Use transition sentences

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Defusing Anger book coverDefusing Customer Anger

Recognize passive, assertive, and aggressive expressions of anger and quickly defuse it in three easy steps.

eBook $2.99

There are times when the customer senses that a problem could cause them to experience a loss. Threat of loss triggers the grief process and anger is the third stage of this process. With an upset customer, if we simply solve the problem and do not first take care of the customer’s emotions, we end up with a satisfied angry customer.

Angry customers will tell many other potential customers about the problem. Even though the problem was solved, they are still upset. They often feel that it shouldn't have happened in the first place.

Learning Objectives:

  • Understand the emotions of anger
  • Recognize anger in others
  • Learn related support skills used to defuse anger
  • Recognize common phrases that evoke anger and how to counter them to prevent anger
  • Describe the three things angry people want and the sequence in which they want them
  • Use a three step method to defuse anger

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Problem Solving book coverProblem Solving Model for Business

Systematically solve difficult problems

eBook $2.99

The costs associated with not having a systematic problem solving model can be phenomenal. Usually these costs get blamed on "bad" judgment or poor decision-making ability but in reality the underlying cause is usually not having and using a clearly defined systematic problem solving process.

Self-esteem is directly related to the confidence you have in your own problem solving abilities. Confidence is built by repetitive successes with a process in a broad range of situations. Having a clearly defined problem solving process will help you successfully and consistently meet the challenges you and your customers face.

Learning Objectives:

  • Recognize the hazards associated with not using a systematic problem solving process
  • Use the steps of a systematic problem solving process

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Managing Customer Expectations book coverManaging Customer Expectations

Create and Change Expectations Without Evoking Anger

eBook $2.99

Managing expectations is usually a simple task of all parties agreeing on what is to be done and delivering on that agreement.

However, when unexpected complications occur, pro-active communication, taking steps to prevent negative emotions, and engaging previously agreed upon fallback plans, can all be used to impact the service recovery outcome.

Learning Objectives:

  • Set simple and complex expectations
  • Ensure simple and complex expectations are met
  • Manage project communications
  • Use the steps to redefine expectations with “good” and “bad” news
  • Prevent resetting unrealistic expectations from “good” news
  • Minimize potential for anger from “bad” news
  • Debrief and evaluate performance

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Email Etiquette book coverEmail Etiquette for Business

Use email responsibly

eBook $2.99

Today email is a routine part of how we communicate and document much of what we do at work. It is not uncommon for people who “text” a lot for personal use to mix up what is appropriate for work versus what’s appropriate for personal use.

With so many people using email for business purposes, some guidelines have been established to prevent poor manners, or misuse, from tarnishing business relationships.

Learning Objectives:

  • Define the purpose for business email “etiquette”
  • Know if email is the correct communication vehicle
  • Understand limits to confidentiality
  • Understand the use of disclaimers
  • Understand the permanency of email
  • Know how to structure the message for business purposes
  • Know how to use information such as addresses, cc’s, subjects and signature lines
  • Use "plain text" or "HTML" format as appropriate
  • Know when and when not to use “Emoticons” and abbreviations
  • Develop an Email thread and know when to start a new one
  • Know what to forward and what not to forward

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Stress Control book coverStress Control at Work

A Life Skill to Keep You Healthy

eBook $2.99

Stress control is a life skill that will help keep the medical costs down, reduce turnover, improve relationships, reduce errors, reduce accidents and dramatically improve customer perceptions of service competency. Show a customer how stressed you are and you'll raise their anxieties about your competency to do the job.

Numerous research studies show that 75% to 90% of all visits to primary care physicians are for stress related issues. Stress also intensifies symptoms and slows recovery.

In this eBook you’ll learn the common stressors to notice in your work environment. You’ll also be provided with a list of stressors in other areas of your life. You'll learn the mental, emotional, and physical signs of stress. You'll also learn the five phases of the stress response process and several coping methods effective in each phase. And, you'll develop a personal "stress control plan" to fit your exact needs.

Learning Objectives:

  • Identify sources of work-related stress
  • Recognize the signs and symptoms of stress
  • Build buffers that help reduce the power of stress
  • Understand the stress response process
  • Create effective coping strategies for each stage in this process
  • Use this process to guide you when you develop a stress control plan of action

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Robert "Bob" DeGroot, M.Ed., DCH

713-876-8787

bob@saleshelp.com

© 2015 - 2017, Robert P DeGroot