Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Sales Skills: Training (Nurture) or Personality (Nature)?

Sales Skills: Training (Nurture) or Personality (Nature)?

The age-old debate—nature ver­sus nur­ture is a com­mon theme that pops up for man­agers who are seek­ing the right sales can­di­dates. It’s an impor­tant ques­tion: Do peo­ple have an innate per­son­al­ity abil­ity to sell (nature) or is it a skill that can be taught (nur­ture)? If proper coach­ing is one of the biggest fac­tors in […]


News from the Heart — 09 2010

News from the Heart — 09 2010

Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Sep­tem­ber, 2010 New on YouTube 5 Core Prin­ci­ples of Cus­tomer Care 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 1/5 — Lead and Inspire Engi­neer­ing Your Next Sale: Sales­peo­ple in the Feed­back Loop By Seth Brick­ner You under­stand the impor­tance of keep­ing your pipeline filled with your […]


How Telephone Sales Training Affects Job Enrichment

For me, job enrich­ment is all about pro­vid­ing men­tal stim­u­la­tion and oppor­tu­ni­ties to grow pro­fes­sion­ally so your employ­ees – espe­cially the tal­ented ones that you and your cus­tomers appre­ci­ate so much – stay both happy and with you. I just returned from facil­i­tat­ing the class­room por­tion of our blended Get­ting to the HEART of Tele­phone Sales™ […]


Does Sales Training for Retail Make Sense? Part 2

In a pre­vi­ous post on this blog we noted the amaz­ing ROI that sales train­ing can pro­vide for retail employ­ees.  Why, then, is this type of train­ing sel­dom used in a retail envi­ron­ment? Some long-held beliefs hold that it doesn't make finan­cial because: Employ­ees prob­a­bly won't be around long enough to recoup the invest­ment in […]


Does Sales Training for Retail Make Sense? Part 1

Does Sales Training for Retail Make Sense?   Part 1

A long held belief in the retail indus­try is that it doesn't make finan­cial sense to invest in sales train­ing for hourly employ­ees.  The rea­sons some­times cited: Aver­age turnover dic­tates that an employee prob­a­bly won't be around long enough to recoup the invest­ment in her/his train­ing. Because they're typ­i­cally non-commissioned, these employ­ees don't have a vested […]


Why Buy If They're Not Selling?

Years ago, a men­tor told me that she never buys from some­one who doesn't ask for the sale.  It was an off-the-cuff remark, but it turned into a pow­er­ful les­son for me. At the time, I was just learn­ing how to make sales calls—and how to over­come the asso­ci­ated ner­vous­ness. This casual com­ment some­how bolstered […]


Cutting-edge Sales Training

Cutting-edge Sales Training

Last week, a For­tune 500 com­pany asked us for our per­cep­tion of the lat­est, cutting-edge sell­ing tech­niques and how we incor­po­rate them into our sales train­ing. Cutting-edge? Is there really a way to over­come resis­tance that hasn't been writ­ten about sev­eral times over? Is there a new way to open a call that gets prospects […]




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