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Tough Customer? Try Using the Burden of Proof

Have you ever worked with customers who seemed skeptical of your products or services? Perhaps they questioned a particular product, accessory, warranty plan or even your company's claims of customer service? Or maybe you've encountered somebody who was misinformed by a so-called knowledgeable friend or family member? Somebody who was convinced that he or she knew the truth about how

Green Light Go! Why Culture Tops Strategy

Alan Mulally, the former Ford Motor Co. CEO who led what can only be described as an incredible turnaround at the great American automobile manufacturer, knew that culture beats strategy. In other words, you can have great plans or processes in places, but if the culture in your organization doesn't support performance improvement, you've got

Who Should Deliver the Motorcycle to Your Customer?

Here's a grand idea: What about requiring someone from the service department — and NOT the salesperson — to do the final delivery of a customer's new motorcycle? Why do I think this idea works? Well, salespeople are a predictable lot (I should know; I am one.). The moment we sell something, immediately in our head

Create a ‘Thunderstruck’ Sales Moment

Logic makes you think. Emotions make you act. You’ve read that here on many occasions. Now, let me give you another way of creating emotions so that you can create win-win relationships with your customers. Retailing is a sensory experience. The sights, sounds, smells, textures and yes, even tastes found in a motorcycle dealership can

Four More Ways to To Make Your Customer Communication Stand Out

Last time, I proclaimed that few skills are as essential to successful sales than effective communication. And I provided three ways you can become a communication rock star. Now, here are four more tips to improve your customer response rates. 1. Public commitment One of the most powerful persuasion principles is that of public commitment.

Why You Should Ask for Customer Feedback Every Day

In a recent post, I wrote about the importance of engaging customers in interesting ways — in other words, how to reach out without sounding like a jerk. You're in the relationships business, and many salespeople don't interact with their customers as they should. I've presented ideas for initiating conversations with the concept of sending