Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

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 […]


Who Holds the Key to Performance Change in Your Organization?

I'm a lit­tle behind in my indus­try peri­od­i­cals read­ing. (I don't sup­pose you can iden­tify with that.) Any­way, I came across an inter­est­ing arti­cle in the May 2010 issue of ASTD Train­ing & Devel­op­ment mag­a­zine by Bar­bara Carnes called "Man­ager: The For­got­ten Train­ing Part­ner." I had to laugh when she described a "typ­i­cal sce­nario" about a manager […]


Telesales: Is Confidence A Lost Art?

As a cus­tomer, I fre­quently come across up-sell and cross-sell offers when call­ing a com­pany for ser­vice, and I'm often struck by how poorly this bridge is crossed by the agent. As soon as we move from the cus­tomer ser­vice trans­ac­tion into the sales pitch, the agents tend to lose all con­fi­dence. Con­se­quently, they tend […]


Preparing for the Outbound Call

Preparing for the Outbound Call

"Hello?" We get a call from an unrec­og­nized num­ber, and our response is often a "hello" that's not spo­ken as a greet­ing but rather posed as a ques­tion, as in "Hello — who's this?" or "Hello — what do you want?"  We don't know what the caller wants or what we'll say next; there's no way […]


Four Ways to Show You Value Your Customers

Four Ways to Show You Value Your Customers

Per­haps it takes an eco­nomic downturn…I mean readjustment…of the scale that we've had to real­ize just how impor­tant loyal cus­tomers are to a busi­ness. It goes with­out say­ing (but I will say it any­way) that with­out cus­tomers there is no busi­ness.  But how much effort and empha­sis does your orga­ni­za­tion place on get­ting new cus­tomers versus […]




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