Product Description: Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why do things seem to be getting worse rather than better? And how can businesses train employees to offer customers the courtesy and attention they are entitled to? Ron Willingham, whose seminars and training sessions have helped big companies around the world change their employees' behavior, offers a new and subtler way of looking at customer service...read more

Product Description: Selling is 85% emotional and 15% logical. Forget everything you've been taught about selling - forget the hardsell, forget negotiation strategies, forget those closing techniques. In The Inner Game of Selling, Ron Willingham debunks the familiar myths about "sales skills," showing that those tired methods are too shallow and manipulative to do anything but alienate potential customers and drain you of energy and dignity...read more

Argues that knowing and understanding customers' needs will improve sales and will build a trusting relationship between buyer and seller.

A 12-week personal or group study process, filled with valuable self-assessment exercises and tools, shows readers how to unleash their full potential by casting aside detrimental behavior patterns and fostering new habits and positive automatic behaviors.

Product Description: In the last decade, billions of dollars have been spent on process improvement and reorganization, most of which generally failed to achieve the desired increases in productivity. Sadly, the result was fear, distrust, paranoia, and low employee and manager morale...read more

A management consultant argues that more than 75% of companies who have downsized have not seen an improvement in their bottom line because they need to realize that, when treated correctly, employees are their most valuable and motivated resource. 20,000 first printing. (view table of contents)

Offers step-by-step guidelines and tips for providing superior customer service, discussing customer satisfaction, how to identify customer needs, problem solving, and other topics

Introduces a new selling strategy which rejects manipulative selling gimmicks in favor of a practical six-step program that focuses on satsifying more sophisticated customers (view table of contents)

Presents a five-step system designed for high achievers to reach goals by following a simple and sensible program comprised of interactive exercises

Product Description: Here's a roadmap filled with clearly detailed directions you can use to reach greater sales volume and increased volume. Inside, you'll discover the "six-step system" -- a revolutionary new method of selling that persuades customers to listen to you, trust you, and buy from you...read more