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Vol.13 Issue. 10 Sales & Service Essentials is published monthly by HR.com, 124 Wellington Street East Aurora, Ontario Canada L4G 1J1 Editorial Purpose: Our mission is to promote personal and professional development based on constructive values, sound ethics, and timeless principles. Submissions and Correspondence: Please send any correspondence, articles, letters to the editor, and requests to reprint, republish, or excerpt articles to: Editorial Department Sales & Service Excellence 124 Wellington Street East, Aurora, Ontario, Canada L4G 1J1 Phone: 1-877-472-6648 Email: SSE@editor.hr.com Customer Service/Circulation: For customer service, or information on products and services call 1-877-472-6648 or email: SSE@editor.hr.com Internet Address: www.hr.com Marketing Offices: Leadership Excellence 124 Wellington Street East Aurora, Ontario Canada L4G 1J1 1-877-472-6648 HR.COM Publishing: Debbie McGrath, CEO, HR.com, Publisher Shelley Marsland-Beard, Product Manager Ken Shelton, Editor of LE, 1984-2014 Brandon Wellsbury, Corporate Sales Adnan Saleem, Design and Layout Copyright © 2014 HR.com Publishing. No part of this publication may be reproduced or transmitted in any form without written permission from the publisher. Quotations must be credited. This month’s issue of Sales and Service Excellence Essentials features seventeen articles that focus on sales, marketing, loyalty and customer service. I believe that marketing leads customers to a sales opportunity. Customer service gets those customers to come back. And, loyalty is a result of predictable and consistent aboveaverage customer service, which by the way, creates customer evangelists who give you the coveted word-of-mouth marketing that many businesses hope for. Inbound Leads by Dan McDade is a series on marketing and sales. This time Dan brought in a posse of experts to share their views and tips on qualifying leads. My friend Jeff Davidson always has interesting and relevant information. In A Lost Sale Does Not Equal Death, he will help you be at your selling best. If you focus too hard on the sale, you’ll be seen as anxious and desperate. You’ll also beat yourself up if you don’t make the sale. Jeremy Francis gives us an in-depth look at account management and how to balance the interests of suppliers and their customers in his article aptly titled Account Management. Communication is key to good sales and service, but sometimes it isn’t enough. Jerry Jellison has written Communication Isn’t Always Enough and gives us a look at behavioral approach to help make the sale, and give the customer a better experience. Live Chat is about, you guessed it, Live Chat, a customer service technology that is gaining in popularity. Joanna Jones gives us some tips on how to use this technology to create customer loyalty. In Incentives for Sales Teams, Ken Thorenson shows us that money isn’t always the best motivator. Non-monetary incentives can be powerful, and Ken shares some effective ideas to consider. Linda Richards proves that data and reason are not enough to change a person’s thinking in Help Clients Think Different. While data can help you see the big picture, it takes trust to get a customer or client to decide to do business with you. Communication is critical in the sales process. Michal Nick has written in his article, Communicate with Prospects, that you must communicate in the customer’s language. Stay away from industry jargon or terms a typical customer won’t understand. Marketing and Sales by Sabrina Balmick shows us how the two departments can work together. I’ve always felt that the line between the two can be blurry. I’ve even seen some companies combine the two departments into one. Here is some proof that they do go hand-in-hand. Sharon Drew Morgan in Decision Makers Versus Influencers, will show you that you might not be able to differentiate between the decision maker and the influencer, and maybe you shouldn’t try. You’ll learn two questions to ask yourself to help drive customer loyalty and evangelism in Customer Loyalty Test, written by yours truly. We also have a great bunch of other interesting and thought-provoking articles for you in this issue of Sales and Service Excellence. Enjoy reading and do not forget to mail us your feedback!! Editor’s Note Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Visit www.Hyken.com Follow @Hyken 4 Submit your Articles sales and service excellence essentials presented by HR.com | 10.2014


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