“I’m closed. I’ve worked my eight hours.”
We get to the curb, check our bags, standard GREAT skycap service. It’s Saturday night, and we’re flying to Las Vegas for a weekend of fun. Go inside to the First Class/Dividend Preferred line....
View ArticleNegotiate to Win for the Other Guy.
The object of negotiating is to win, or is it? What about the other guy? If you win, does that mean he loses? No. That’s where the phrase win-win came from. It’s to make the guy who didn’t fare as...
View ArticleWhere Do All Those Ideas Come From?
Johnny, pay attention!” Probably the most valuable lesson offered to you in school. But at the time you got it, you were either misbehaving, embarrassed, angry, or somewhere else in your mind...
View ArticleAA for the twenty-first century: Achievement Actions
This column marks the start of my eighth year of writing. Every Friday. Seven hundred fifty words, three hundred and sixty four times. New thoughts, ideas, and strategies every week. How do you do...
View ArticleA Look at Yesterday to See Tomorrow. Past and Future Sales.
Who made the first sale? Eve sold Adam the apple. The first sale. A sale based on ethics, values and morality. Or was it just the opposite? She had no sales tools, no power point presentations, no...
View ArticleWhere did the sale go? I seem to have lost it.
Lost a sale? What did you blame it on? Who did you blame it on? In my 32 years of training salespeople, I’ve never had one person come up to me and say, “Jeffrey, I didn’t make the sale, and it’s all...
View ArticleThe Power of Engagement, and the Reality of Marriage.
“Will you marry me?” is the most powerful engagement question in the world. The answer is a commitment. Engagement with the customer is no different. The purpose of “engagement” in sales is to...
View ArticleIs that the best way you can say it? Is that the best way you can do it?
This is an excerpt from my book: Customer Satisfaction is Worthless, Customer Loyalty is Priceless. “Best Practice” Benchmark: A response, practice or function that, by peer consensus, has been...
View ArticleWho’s most important, and how do you treat them?
This is an excerpt from my book: Customer Satisfaction is Worthless, Customer Loyalty is Priceless. Who’s most important, and how do you treat them? When you’re speaking with a customer, who’s the...
View ArticleThe fortune being made in service – and the fortune being lost.
This excerpt from my book: Customer Satisfaction is Worthless, Customer Loyalty is Priceless. The fortune being made in service and the fortune being lost. We have a 97.5% customer satisfaction...
View ArticleA success envelope. Mail it, open it, and push it.
When you’re pushing the envelope, you’re looking to maximize your advantage. You’re looking for the edge… the angle…the window. Webster’s? No. More authentic. Mackay. Those are the opening words of...
View ArticleShow me the belief, and I’ll show you the money.
Les Traband is a life insurance agent and a friend of mine. In 1971, Les was chasing me to sell me some life insurance he claimed I needed. I didn’t think I did. So, even though we were friends, I...
View ArticleAre you outstanding in your field or out standing in a field?
You can be “in the field” or you can “lead the field.” Which do you think is better? Lead the field, of course. Which are you? Uh oh. In the field. And some of you are saying, “Oh, Jeffrey I couldn’t...
View ArticleWhat does it take to become a (sales) success?
What do great salespeople do that’s different from mediocre ones? Good question. Zillions of answers so I decided to ask a very successful salesperson that very question. Andy Jacobson, regional vice...
View ArticleDon’t apologize. Just fix it…in a memorable way.
SITUATION: A customer calls to complain. Something is wrong, needs fixing, or is late. YOUR INITIAL REACTION: Rats. REALITY: Fix the problem, and build goodwill, or lose the next order to the...
View ArticleDoes CRM really “help” make the sale? Depends on which one you use.
Are you using some form of database management to “control” your customer data? Customer Relationship Management or CRM has been around in one form or another for nearly 30 years. But in the last five...
View ArticleThe graph of easy sales – ain’t so easy.
Jeffrey, my question is… I am looking for a sales graphic that an associate of mine told me about. It has 4 quadrants: 1. selling current customers current products; 2. selling current customers new...
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How to Stop Complaining about Monday by Anthony Iannarino
“This blog post is written by my friend Anthony Iannarino, and is an excerpt from his brilliant new book, The Negativity Fast.” Let’s imagine it is Sunday night, and you really don’t want to go to...
View ArticleValue On-Hold. Seize the Silence.
Can you hold for a second? Captive audience. It doesn’t matter if you called them or they called you, your most prized prospect (the one you’ve been courting for months) is now on the other line....
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If You Would Do It Later – Why Wouldn’t You Do It Now?
I met a guy on the plane who was an area director for a major shoe store chain. “Suppose I went into your store and the shoe I wanted was out of stock in my size – what would happen,” I queried. “Well,...
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