Proactive Customer Service: Transforming Your Customer Service Department into a Profit Center

Overview

Filled with real-life scenarios, sample scripts, and step-by-step instructions, Proactive Customer Service serves a triad of critical functions: it redefines roles in response to the trend of drastically shrinking sales forces and rapidly expanding customer service departments; it bridges the previously separate disciplines of customer service and sales management - a partnership that companies are now demanding; and it supplies customer service reps with explicit guidelines on mastering a new set of sales skills...
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Overview

Filled with real-life scenarios, sample scripts, and step-by-step instructions, Proactive Customer Service serves a triad of critical functions: it redefines roles in response to the trend of drastically shrinking sales forces and rapidly expanding customer service departments; it bridges the previously separate disciplines of customer service and sales management - a partnership that companies are now demanding; and it supplies customer service reps with explicit guidelines on mastering a new set of sales skills - leveraging existing relationships with customers to build a value-adding profit center! Proactive Customer Service introduces an innovative and flexible "quarter-half-quarter" model that serves as a road map for pacing a sale and applying consultative selling techniques. Each chapter lays out the process in detail, walking you through the key steps of: building relationships: gathering information, creating opportunities, assessing needs, presenting solutions, overcoming objections, gaining commitment, and closing the sale.
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Product Details

  • ISBN-13: 9780814403723
  • Publisher: AMACOM
  • Publication date: 10/1/1997
  • Pages: 212
  • Product dimensions: 6.37 (w) x 9.36 (h) x 0.91 (d)

Table of Contents

Acknowledgments
1 "Believe Me - It Can Be Done": New Initiatives for CSRs 1
2 "But I Like My Job the Way It Is": New Role for CSRs 10
3 "Getting to Know You": Building and Expanding Relationships 19
4 "This Is Why I'm Calling": Crossing Bridges to Create Opportunities 30
5 "Please Share With Me How Quickly You Pay Your Invoices Compared With a Year Ago": Using Dialogue-Probing and Related Questioning Techniques 53
6 "These Questions Seem So Long. Won't My Client Fall Asleep?": The Concept of Multilayered Probing Questions 80
7 "I Thought a Funnel Was for Cooking": Funneling as a Vehicle for Change 98
8 "Can I Speak With What's-His-or-Her-Name, Please?": Determining the Decision Makers and Sales Cycle Techniques 115
9 "How Prepared Am I? So Prepared I Could Teach It!": Developing a Sales Focus Before Presenting Solutions and Solving Problems 127
10 "No, Thank You, I'm Just Looking": Overcoming Resistance and Objections 159
11 "You Want to Give Greg and Mary Beth a Call?": Gaining Commitment and Closing the Sale 181
Conclusion: "The Party's Over; It's Time to Call It a Day": Final Thoughts and Advice 205
Index 207
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